Complaints

This profile includes complaints for Cinch Home Services, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Cinch Home Services, Inc. has 10 locations, listed below.

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  Cinch Home Services, Inc.

  4700 Exchange Ct STE 3 Boca Raton, FL 33431-4450

  
• 

  Cinch Home Services, Inc.

  1625 NW 136th Ave Bldg E # 200 Sunrise, FL 33323-2842

  
• 

  HMS Home Warranty

  2650 Fountainview #200 Houston, TX 77057

• 

  Homesure of America

  648 Grassmere Park Nashville, TN 37211-3663

• 

  Long & Foster Home Warranty

  P. O Box 843956 dallas, TX 75284

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a warranty policy with them. I filed a claim because my ******** heater stopped working. They sent ********************* for diagnostic. The report was sent to Cinch and they thought repair price was too high, they would only accept the work if ***** bought repair parts from cinch, which cinch denied because they don't do it. I called and said what am I going to do without heat. They said I have lodging benefit use that. So then they sent second company called SGY services. They came took two pictures and left. I called Cinch and warned them SGY tech didn't check anything. Now I have been without heat for more than 9 days. Cinch didn't have courtesy to call and tell me that the job is denied ( I only found out about it because logged on in my portal) Upon calling Cinch and requesting both ***** and SGY diagnostic report, they outright denied it. I want repairs to be done on my property within 2 business days or money to repair -because they keep on telling me that they working to solve the issue. Every time I call them they have different answers. I am including a picture of both email that said part is order and then claim denied.I am requesting $1100 repair and $1000 lodging. They are running a scam and collecting people money. Thank you for helping me with solving this issue

  

  Business Response

  Date: 03/25/2025

  We have received Ms. ***** complaint regarding the service job for her furnace. We take claim decisions seriously and rely on the terms and conditions of the agreement to dictate what items and failures are addressed by the agreement. In this instance, it was reported that the wrong capacitor had been installed on the system, causing the motor to run much too quickly. This compromised the mounting of the motor,resulting in damage. Ms. ***** warranty states that only mechanical failures attributable to normal wear and tear qualify for coverage. The incorrect part being installed causing damage to the furnace does not meet the standard for a failure due to normal wear and tear. We have no previous history of repairs on the unit through the warranty.
  
  Ms. **** worked with a senior case manager regarding this matter, and we are confident that our decision has been made within the boundaries of her warranty contract.
  
  We understand that it is upsetting to learn a claim does not qualify for coverage, and although it is outside our normal process, as a one-time customer ********************** gesture she has been refunded the deductible she paid upon service initiation.
  
  We appreciate the opportunity to address her complaint.
  
  Respectfully,
  Victoria, Customer Relations 

• Initial Complaint

  Date:03/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have taken Clinch Home Warrant Service from 03/24/2024 to 03/23/2025.I am paying 48$/Month - 576/Year to get this warranty Service.I have an issue with refrigerator which was not getting proper cooling so i open service request on Feb 9th, 2024. Here is clinch Home warrant service request number - SCCT245977EC Here are 4 repairs tried by 2 different service companies to fix one refrigerator issue.1. Feb 10th - WeFix Appliance - 1st visit - Initial Diagnosis (Identified some circuit board needs to change)2. Feb 14th - WeFix Appliance - 2nd Visit - Changed circuit board and identified compressor needs to change.3. ACT Appliance - 3rd visit - Cinch home warranty changed service provider with no reason. Act appliance came and diagnosed the refrigerator again and identified the same issue. ****************** filter needs to be replaced.4. March 4th - ACT Appliance - 4th visit - Replaced Compressor. Inform the customer that the refrigerator is fixed and ready to use after 24 ******** are my concerns.1. We have been trying to repair Refrigerator for more than 4 weeks. Multiple service providers tried multiple repairs and still the unit is not able to work properly.2. My Manager doesn't allow anymore extra half day work off to have extra repairs for this bad refrigerator unit.3. ACT Appliance replaced the compressor on 03/04 and told us that we will be able to use it from 03/05. Unit doesn't work properly and we reported the issue on 03/06. The technician needs another diagnosis, he needs to come back in 1-2 business days. We can;t accept of wait for 10 days to get another diagnosis.Cinch home warranty isn't able to fix the refrigerator in more than 4 weeks, so i am requesting for replacement of this unit. It's a terrible situation to have more than 4 weeks with no refrigerator at home. I have 8 year old kid. You can understand how much trouble I am getting everyday.I need replacement of refrigerator as per contract as we are not able to fix it.

  

  Business Response

  Date: 03/26/2025

  We have received Mr. ****** complaint regarding the service job for his refrigerator. Our mission is to ensure claims are handled in a timely, efficient manner to ensure minimal stress on our customers. The first provider to diagnose the refrigerator replaced an inverter board, and then discovered that the compressor had also failed. The compressor is part of what is known as the sealed system, which is the portion of the unit through which the refrigerant flows. Unfortunately, that provider did not have a technician available who specializes in sealed system repairs, and thus the claim was reassigned. A follow up diagnosis took place and the necessary repairs were performed. Regrettably, this did not resolve the issue and the provider was dispatched again for the recall service order.Further repairs were done, but the issue persisted. We have since approved to replace the refrigerator, and Mr. ***** elected to take the cash buyout in lieu of the replacement model we offered. He opted to receive the payment via an electronic funds transfer.
  
  Mr. ***** worked directly with a case manager on this matter, and we appreciate the opportunity to address his complaint.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 04/08/2025

  We can close this complaint.

  Clinch home service has accepted replacement of Bad refrigerator now.

  Appreciate your help.

  Customer Answer

  Date: 04/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  We can close this complaint.

  Clinch home service has accepted replacement of Bad refrigerator now.

  Appreciate your help.

  
  
  Sincerely,
  
  ********** *****

• Initial Complaint

  Date:03/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Cinch Home Services at the end of December 2024 through their website requesting someone to come look at my clothes washer. An initial appointment was set and the first company they sent was very good and identified the problems, but one of the parts had been discontinued. This went back to Cinch and they assigned another company to come look at the clothes washer. They identified the same issues and ordered used parts to fix the issue. Since then, I have had four appointments. One appointment that no one showed up for and I didn't receive a phone call until halfway through their given time window to provide service. Then, another appointment that was cancelled the day prior to the appointment. Today, a technician came and installed a couple of the parts and then identified an incorrect part that Cinch had sent and identified another part that is still needed. Any time I have called Cinch, I have gotten zero to no help. The last company that they have assigned to fixing the clothes washer ****** Home Services) has also been very little help. This is nothing against the actual technicians that have showed up to do the job. They have been professional and competent. The issues I have had are with Cinch Home Services and this issue going over 2.5 months to get resolved. I have now had 5-6 appointments over a 2.5 month timeframe. They just scheduled me for another follow up appointment on 3/24/2025. At this point, I would just like to have the clothes washer replaced. This was the recommendation from the first company that Cinch sent, but then changed companies to get a second opinion.

  

  Business Response

  Date: 03/24/2025

  We have received Mr.Kunstmans complaint regarding the service job for his clothes washer. Please know that we understand the importance of resolving his claim in a timely manner, and the value of his time with regard to the missed appointments that took place. Ultimately, after attempting to repair the unit, it was determined that it was not economical to attempt further repairs, and it was approved to replace his clothes washer. He elected to accept the replacement model we offered, and we spoke to him on March 24th to confirm it has since been delivered and installed. Mr. ******** shared with us his concerns with his overall experience, and as a gesture of goodwill, we refunded the deductible that he paid. He can expect to receive it back to the card on file no later than March 31st.
  
  We regret the frustration he experienced, and appreciate the opportunity to address his complaint.
  
  Respectfully,
  ****, Customer Relations
  

• Initial Complaint

  Date:03/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim for home warranty service on my clothes washer. The serviceman came out and said that the drum was bent. They denied repairing the washer on the grounds that it was not normal wear and tear. When I said that we had done nothing other than use the machine as normal, they said the machine had been overloaded. I don't know how they can possibly say that the damage was caused by overloading and not by normal wear and tear. I think they should pay for the replacement of the washing machine.

  

  Business Response

  Date: 03/24/2025

  We are in receipt of Mr. ******* complaint. We want to ensure each of our customers receive the full benefit of their home protection plan and have completed an in-depth review of his complaint and claim.
  
  Upon our technicians inspection, the washer in question, which is approximately 10 years old, was found to have a bent tub and a broken damper assembly. The technician determined that the tubs condition was due to an overload. While we understand Mr. ******* concern, our technicians assessment was based on the visible damage to the tub and damper assembly, which led to the conclusion that the issue could be attributed to the operational strain typically caused by overloading. However, as this cannot be determined with certainty, we believe that offering a replacement clothes washer to resolve the situation is the most efficient solution. We have provided Mr. ****** with this update and will continue to work with him to ensure a smooth replacement process.
  
  We appreciate the opportunity to review his case.
  
  Respectfully,
  
  ******, Customer Relations 

• Initial Complaint

  Date:03/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *see attachment

  

  Business Response

  Date: 03/21/2025

  We have received Mr. ******* complaint. We want to ensure each of our customers receive the full benefit of their home protection plan and have completed an in-depth review of his account and claim.
  
  Mr. ***** initially submitted his claim on October 8, 2024. The product type was categorized as a refrigerator, but the actual appliance is a standalone freezer. The policy only covers refrigerators with built-in ice makers, not freezers. This discrepancy was overlooked by both our team and *****, who were dispatched to assist the customer. We covered the repair costs for this initial claim.
  
  Mr. ***** later requested another inspection of the unit due to additional issues, and an appointment was scheduled for November. It was noted that no one would be home, so the appointment was rescheduled for December, but that appointment also resulted in a no-show, as did the most recent one in February. We sincerely regret any inconvenience these missed appointments may have caused.
  
  When Mr. ***** called in, he was informed that this specific unit was not covered and questioned why we had performed repairs on it if it wasn't included in his coverage. On March 18th, we spoke with him directly to address these concerns and inform him that he was not covered for this specific item. He acknowledged this after reviewing his contract and reiterated that we should not have worked on the unit initially. I explained that we recognized this oversight on both our part and Sears after the first repair was made, and that we have taken responsibility for it. As a goodwill gesture, we offered Mr. ***** a replacement for his freezer, as the previous repairs were costly and this option was more efficient. He agreed to accept the cash allowance for the unit we proposed. We have sent the funds via FedEx, and he should receive the check by Friday, March 21st.
  
  We appreciate the opportunity to resolve this matter. 
  
  Sincerely, 
  
  Jasmine, Customer Relations  

  Customer Answer

  Date: 03/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:03/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a warranty through Cinch Home Services. I scheduled a repair for my dishwasher, with the appointment date of 3/7/2025. I paid a $100 deductible for this service appointment (in addition to the $59.99 per month for the warranty program). The appointment window was a highly inconvenient span of 8 am to 5 pm. Unfortunately, 5 pm came and went with no technician showing up. The Cinch phone system will not allow you to talk to a human being...ever. The repair was to be completed through *****, and their phone system will not allow you to talk to a human being...ever. The message received on the ***** phone system let me know that the appointment is in the past. Yes, the appointment has passed and no one showed up. In the Cinch customer portal, I have the option to click on "Have an update on your visit?" Unfortunately, the only option available to select in that window is "Technician showed up". It seems very much like Cinch does not want to hear about any problems with the service. Since I can't talk to anyone at Cinch about this, I am funneling my issue through the BBB in hopes of receiving assistance. I would like a technician to come fix my dishwasher or refund me my $100 deposit.

  

  Business Response

  Date: 03/21/2025

  We have received Ms. ********* complaint regarding the service job for her dishwasher, and the initial missed diagnostic appointment. Please know that we recognize the value of her time, and the imposition that can be caused when a scheduled appointment is not kept. Since submission of her complaint, it was determined that the part needed to repair the dishwasher is no longer available, and a replacement has been approved. Ms. ******** has the option to accept a replacement model dishwasher we are offering, or a cash buyout in lieu of the replacement.
  
  At this time we are pending her decision, and her case manager last attempted contact on March 21st. A voicemail was left with direct contact information.
  
  We appreciate the opportunity to address her complaint.
  
  Respectfully,
  Jasmine, Customer Relations

• Initial Complaint

  Date:03/07/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive had a service Contract with cinch and they sent a tech today for my washer. The tech said the washer should be replaced bc the repair wasnt possible. But they did t give any info on how to order a new machine. My contract says a new washer will be provided if a repair isnt possible. But no one can help me.

  

  Business Response

  Date: 03/21/2025

  We are in receipt of Mrs. ******** complaint and appreciate the opportunity to clarify our claim decision.
  
  Our records show that the initial technician that visited her home confirmed mold buildup on the clothes washers door boot due to a lack of maintenance. As per our warranty agreement, issues caused by neglect or maintenance-related problems are not covered. Additionally, the policy excludes coverage for any mechanical failures, damages, or remediation due to mold regardless of the source. The technician noted he advised Mrs. ******** that replacing the clothes washer would be more cost effective than repairing it.
  
  After re-assignment to another provider on a recall service request, it was determined that there was no mechanical failure with the clothes washer. The boot showed discoloration but was not leaking or deteriorating, and the washer was functioning properly.
  
  As the clothes washer was not experiencing a mechanical failure, no repairs were authorized in accordance with the terms of the warranty. We understand Mrs. ******** frustration, but her home protection plan does not cover maintenance issues or cosmetic damage.
  
  We have provided ************ with a copy of the Agreement for her records, and we encourage her to follow up directly should she have any questions or concerns regarding the coverage details.
  
  We appreciate the opportunity to review her case.
  
  Respectfully,
  
  ******, Customer Relations  

  Customer Answer

  Date: 04/01/2025

  Hello.

  I have attached the invoice because I was forced to purchase a new washer. This is the first time I have ever asked for help from Cinch and I was forced to pay $150 for a tech to stop by my house for 2 minutes. The tech did not attempt to operate the washer. They said the repair cost could be $500-600 and they said the parts might not be available. My policy says a replacement appliance is covered, so I am asking Cinch to send me a check for the $874.

  I was severely misled by the tech and Cinch. I pay Cinch every month for coverage and I paid an additional $150 for unethical techs to not help me. Then I had to pay for a new washer after my family went without clean laundry for several weeks.

  I never received any written reports from the techs, even after I asked Cinch to see these documents.  Seems incredibly shady.  Everyone takes my money, but no repairs were ever attempted.

  Please send my refund check asap. This horrible ordeal has cost be over $1,000 due to the cost of the new washer plus the $150 co-pay, on top of all the monthly payments I give Cinch!

   

   

   

  

  Business Response

  Date: 04/11/2025

  Thank you for the opportunity to address Mrs. ******** concerns. We understand her frustration, and we would like to clarify the situation once again to ensure transparency and uphold the integrity of our service.

  Upon review of Mrs. ******** claim, we can confirm that our original response is accurate and in line with the terms of her service agreement. The technicians visit confirmed mold buildup on the washers door boot, which was identified as the result of lack of maintenance, not a mechanical failure. Per the terms of the warranty, coverage does not extend to maintenance issues or cosmetic damages, such as mold build up. Although the technician recommended a replacement as a more effective solution, a follow up evaluation by another technician found no mechanical failure and confirmed the clothes washer was still operating properly. As there was no mechanical failure identified, the claim was not covered in accordance with the terms of the warranty agreement.

  We understand that Mrs. ******** was hoping for a replacement, but based on the technicians findings, there was no justification under the terms of the warranty for the washer to be replaced. As a goodwill gesture, we are refunding her deductible payment, which will be returned to the original payment method within 5 business days. If Mrs. ******** has any additional documentation proving that the unit was assessed and found to have a mechanical failure, we are happy to review this information and reconsider the claim.  

  We sincerely regret any inconvenience Mrs. ******** experienced, but we trust that our response has clarified the matter. We value all our customers and strive to provide fair and transparent service in accordance with the terms of our agreements.
  We appreciate your time and understanding.

  Respectfully,
  ******, Customer Relations 

• Initial Complaint

  Date:03/06/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried to write a comment to BBB twice but it keeps signing off before I get through and I can't get the page back??? Please advise me what to do?

  

  Business Response

  Date: 03/20/2025

  We have received notification that Mr. ********* filed a complaint with the Better Business Bureau, and after assessing his account, determined that he has faced difficulties with the claim for his HVAC system. Please know that we recognize the urgency to see this matter resolved. There were previous repair attempts, but unfortunately the problem returned. He is currently scheduled for a follow-up diagnostic visit for March 21st. We spoke with him directly on March 20th,and will remain in contact until this service job is completed.
  
  We appreciate the opportunity to address his complaint.
  
  Respectfully,
  ****, Customer Relations
  

  Customer Answer

  Date: 03/20/2025

  I am waiting for the service call on march 21 to see if he shows up and what cinch has to say about the heat pump report. Thanks for your help.

• Initial Complaint

  Date:03/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/12/25, I requested warranty coverage and repairs to our high end dishwasher which had begun to leak from the bottom. We retrieved a small paring knife from the drain hose. The technician came after several days wait and stated that a report would be sent to Cinch. After several more days, I called for an update and was told that the claim was denied because Cinch believed it fell into a "pest" exclusion. Having a knife fall into the drain was unforeseeable and occurred during normal use of the dishwasher. I feel this is a bad faith denial of coverage.

  

  Business Response

  Date: 03/18/2025

  We are in receipt of Ms. ******* complaint regarding the denial of coverage for the dishwasher repair. We sincerely apologize for the inconvenience this has caused and would like to clarify the situation.
  
  Upon inspection, the technician submitted photos showing damage that appears to be consistent with rodent activity, specifically a chewed-through pump. While the customer mentioned retrieving a small knife from the drain hose, the primary cause of the damage, based on the photos provided, suggests rodent involvement, which falls outside of coverage guidelines per Section 7.4 of the Agreement.
  
  We understand Ms.******* concerns, and we recognize that accidents can happen unexpectedly during normal use. However, the damage identified would not be considered normal wear and tear and is excluded from coverage.
  
  We regret any confusion or frustration this situation may have caused. We remain committed to providing clear communication and a fair process for all claims and appreciate the opportunity to review this matter.
  
  Respectfully,
  
  ******, Customer Relations 

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23030224
  
  I am rejecting this response because: I believe this business engages in a pattern and practice of concocting reasons for denial of claims without sufficient proof.  There was no proof of a rodent infestation and our regularly maintained pest control services can attest to this.  

  I would like to request that the business provide BBB with the actual number of and annual percentage of claims which they actually covered for all of 2024, as I believe those numbers will demonstrate that they are in fact in the business of collecting premiums with no intention of covering claims or providing repairs.  

  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 03/27/2025

  We are in receipt of Ms.******* rebuttal regarding the denial of her dishwasher claim.
  
  We understand that Ms. ****** feels the claim was unjustly denied and she has requested proof of our claims practices. To clarify, we follow established guidelines and adhere to a thorough review process for each service request. Our goal is to handle all claims fairly and transparently. The decision on Ms. ******* claim was not made in haste, and our team reviewed all available evidence before reaching the conclusion that the damage fell under the pest exclusion.
  
  We would like to emphasize that our review of the claim was based on the technicians inspection, which included photographic evidence showing damage that was not consistent with normal wear and tear failures. We understand that Ms. ****** disputes the presence of rodents in the home and has mentioned regularly maintained pest control services. However, based on the photos and the nature of the damage, our determination was made in accordance with the terms of the policy, which excludes coverage for failures that are not attributed to normal wear and tear.
  
  Regarding the request for information on the number of claims we covered in 2024; we would like to note that such data is proprietary and not typically disclosed in detail. However,we assure you that we are committed to providing fair and thorough claim assessments in accordance with our service agreements and industry standards.
  
  We regret any frustration caused and remain dedicated to resolving customer issues in a fair and efficient manner. We welcome any further opportunity to address her concerns or clarify the situation.
  
  Thank you for your understanding.
  
  Respectfully,
  
  ******, Customer Relations 

• Initial Complaint

  Date:03/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Two issues with this company not providing the service that offer. They are a scam and will do anything not to fix the issues they promise to cover.05/14/2023 Requested ** service Had two service techs come withing 6 months because the ** kept shutting off. Neither of them gave a reason why or fixed the issue. I went on ******* and used common sense and replaced the computer board the wires connected to and I fixed the problem. HOW THE HECK DID I FIX IT WITH ZERO HV** TRAINING??? Has been working perfectly ever since, oh and my heat works without going into auxiliary mode every time saving me hundreds off dollars. Money wasted on the techs to come was 150$ along with 40-50$ a month for the warranty for about 3 years now. Canceled today.Second issue, I have an attic fan not working. It has deteriorated over time where the seals let in water and that caused the motor to die. I explained that to the representative when I requested the service and was assured "NOT TO WORRY THAT IT IS POSSIBLE THAT IT WILL BE COVERED". I explained it and even sent pictures. CLEAR AS DAY THAT WATER WAS ON THE ****** I spent 150$ for the tech to come plus the monthly 40-50$ a month for the tech to tell me the motor was definitely dead and he will send the report and it should be covered.I called CINCH to schedule to get it replaced and they are refusing to do it because the housing is not secure and allowed WATER to enter and destroy the motor. IS THAT NOT WHAT I EXPLAINED TO THEM BEFORE THEY TOOK MY MONEY????? I even sent pictures, of water on the motor.Extremely dishonest company that has not provided the service I pay for. They are a scam. I was honest with the water on the motor. provide pictures and accurate description of my issue. I could have waited for it to dry off and just say it stopped working but I'm more honest than these criminals. They should have told me its not covered before taking my 150$. They knew it wasn't going to be covered.

  

  Business Response

  Date: 03/19/2025

  We appreciate the opportunity to address the concerns raised by Mr. ******* in his complaint. After thoroughly reviewing the situation, we would like to provide clarification regarding the denial of coverage for his attic fan.
  
  Upon our technicians visit,it was confirmed that the attic fan motor had shorted. Additionally, the technician found that the housing of the fan had multiple cracks and holes,which allowed water to enter and cause damage to the motor. This type of damage is not considered normal wear and tear. In accordance with our policy, damages resulting from external factors, such as water intrusion, are not covered.
  
  While we understand Mr.Shirzads frustration, we would like to assure him that this decision was made in accordance with the terms and conditions of our warranty. However, as a gesture of goodwill and in recognition of the situation, we will be refunding the deductible he paid for the service visit. He should receive this refund back to the card that used for payment within 3 to 5 business days.
  
  We believe this is a fair resolution and apologize for any confusion or miscommunication that may have occurred. Should Mr. ******* have any further concerns or need additional clarification, we remain available to assist.
  
  We appreciate the opportunity to review his case.
  
  Respectfully,
  
  ******, Customer Relations 

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23029664
  
  I am rejecting this response because:

  I clearly stated in the phone call with your representative that there was water on the motor and holes in the housing. I stated that I wasnt even sure if this would be covered. I was told to send pictures which I did and it clearly shows water in the motor and obviously that would cause a short. I dont know all your fine print so I reached out to you guys for help and apparently who ever I talked to doesnt know your policys either. A tech never should have been sent and I should never have been charged the 150$. 
  

  To make it easier for you. (You seem to be struggling to comprehend paragraphs)
  

  -Water on motor

  -Holes in housing

  -Water on electrical motor. This is bad

  -I communicated this verbally and visually to a rep

  -You knew you did not cover this 

  -Still charged me money even knowing it wasnt covered. 
  

  -I was robbed

  I would like to be refunded everything I have paid your company. 
  

  I cannot send picture because they are too large for this webpage to accept. 

  Sincerely,
  
  **** *******

  

  Business Response

  Date: 04/11/2025

  We are in receipt of Mr.******** rebuttal and appreciate the opportunity to further clarify our position regarding his concerns.
  
  Mr. ******* states that he informed our representative about the presence of water on the attic fan motor and the condition of the housing during the initial service request. We do not dispute that he was transparent in describing the issue, and we acknowledge that there may have been a misunderstanding during the initial service request.For that reasonin good faithwe have already issued a refund of the $150.00 deductible payment he was charged.
  
  We must respectfully declined Mr. ******** request for a full refund of all premiums paid as the warranty plan provided the coverage specified over the course of his contract. There are specific terms and conditions regarding cancellation, and he does not meet the criteria for any further reimbursement.
  
  We regret that Mr. ******* feels dissatisfied with the outcome, but we believe our actions, including the refund of the service fee, represent a fair and reasonable resolution. We remain available should he have any questions or further concerns.
  
  Respectfully,
  
  ******, Customer Relations