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.

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

  
• 

  Cross Country Home Services

  525 W. Old Northwest Hwy. Ste. 203 Barrington, IL 60010-6805

• 

  Homesure of America

  648 Grassmere Park Nashville, TN 37211-3663

• 

  HMS HOME WARRANTY

  PO Box 843956 Dallas, TX 75284

• 

  Cinch Home Services, Inc.

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

  

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:03/06/2025

  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 

• Initial Complaint

  Date:03/05/2025

  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 had *** warranty which has now called cinch home services. They sent a contractor out to replace my outside cooling unit back in 2012. Im having an issue with my HVAC system right now and they sent out a contractor twice that told me everything was fine. I called again and they sent another contractor who said that the problem is that my outside system is leaking Freon and its need to be replaced along with the inside unit. He also told me that the outdoor system which was installed by the warranty company in 2012 doesnt match the system on the inside. He said that they might refused my claim because of that and he was right. They denied my claim because of the mismatch of the two system and I told the warranty company that they sent out a contractor who installed my current system. My HVAC system is not working now and they refuse my claim because of the mismatch, even though I told them that they installed it back in 2012. Please help me resolved this issue with this crooked warranty company. Thanks

  

  Business Response

  Date: 03/18/2025

  We are in receipt of Mr.******** case. After receiving the complaint, we performed an extensive review of the service history, and the issues raised. It was determined that the system includes an outdoor unit that is not properly matched to the indoor unit in terms of capacity and efficiency, which can impact the systems performance.We acknowledge that this situation requires additional evaluation.
  
  The service provider has been instructed to return to Mr. ******** home to conduct further diagnostics in order to assess the system thoroughly, identify the source of the refrigerant leak, and determine the most appropriate solution. Our goal is to ensure that any repairs or replacements are performed in accordance with our coverage guidelines.
  
  We understand the frustration this issue has caused and are working closely with the service provider to address Mr. ******** concerns. Our goal is to resolve this situation in a way that aligns with both the terms of the warranty and the customers needs.
  
  We appreciate your understanding as we continue to work towards a resolution.
  
  Respectfully,
  
  ******, Customer Relations 

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23024265
  
  Yes indeed the technician handling my claim told me that the system outside doesnt match the one inside. The outside unit was installed by a technician sent by Cinch Home Services back in 2012, when the company was called *** warranty. They sent a technician that installed the wrong unit without checking the unit inside first to make sure they match. This is whats frustrating me, the fact that the company has a record of what was done back in 2012 by their own technician. Ive been paying higher electric rates for the past couple of months now because my system is on emergency heat. Ive been a loyal customer for over a decade with this company and that how I get treated. The technician told me that Cinch should be responsible issue since they sent someone who didnt know what he was doing.
  
  Sincerely,
  
  ***** Bangali

  

  Business Response

  Date: 03/26/2025

  Thank you for bringing Mr.******** concerns to our attention. We acknowledge that the outdoor unit was installed by a technician dispatched by our company in 2012 and understand that the mismatched system, due to the outdoor unit not being properly suited for the indoor unit, may be causing operational inefficiencies and contributing to increased energy costs. We sincerely regret any inconvenience this situation may have caused.
  
  We agree with Mr. ******** concern that this situation requires additional resolution, and we appreciate his long-standing loyalty as a customer. While we are unable to retroactively resolve the mismatch from 2012, we have since decided to replace the necessary component to ensure that the indoor and outdoor units are properly matched.This will help restore the systems efficiency and address the current performance issues. At this time, we are pending additional details from the service provider to finalize the next steps in moving forward with the replacement.
  
  We will continue working closely with the assigned service provider as well as Mr. ******* to ensure a fair and satisfactory resolution.
  
  Respectfully,
  
  ******, Customer Relations 

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23024265
  
  I just wanted to reach out to you again to let you know that Cinch hasnt still contacted me. The contractor was supposed to come today and do the installation but he just cancel because my warranty company ordered the wrong parts. Its been almost a month now since my HVAC system was supposed to to be replaced. The case manager has never contacted me even though I was told that she will multiple times. Im really disappointed at Cinch for there horrible customer **********************.
  
  Sincerely,
  
  ***** Bangali

  

  Business Response

  Date: 04/08/2025

  We appreciate the opportunity to provide clarification and an update on the situation. The delay in the replacement process stems from an issue with the initial equipment order, which contained incorrect specifications. The correct equipment was ordered immediately after this was identified, with the expectation that it would be ready for pick up by Friday, April 4th.
  
  As of April 7th,we are awaiting a further update from our purchasing department regarding the equipments status. We are closely monitoring the order and are actively working to ensure the equipment is ready for installation as soon as possible.
  
  The assigned case manager has been in communication with Mr. ******* to ensure he is up to update on the current status. We will continue to provide updates and remain in contact with him to ensure this issue is fully resolved as quickly as possible.  
  
  Thank you for your understanding as we work through this process.
  
  Respectfully,
  
  ******, Customer Relations 

• Initial Complaint

  Date:03/04/2025

  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.

  We have been a customer with ********************** for more than 17 years. My first claim with CINCH was for my garage door. It took several weeks for someone to call us back. After calling them several times. A representative finally told us that they had NO ONE in the area to come out or do the repair. She instructed us to find a company and once the repair was done CINCH would reimburse us. That did NOT happen. They gave us the runaround ( Asking for old parts etc.) about reimbursing the money all the while we are still paying for $$$ coverage. They did NOT pay for the repairs. Most recently our Dishwasher went out in December 2024. The claim is on file. The technician came out at least 3 times and as of February 2025! We still don't have a working dishwasher. 1st visit NEED TO ORDER A PART 2nd visit (a month later) THE WRONG PART CAME IN. 3rd visit CAN'T FIND THE RIGHT PART 4th Conversation Technician places AN ORDER FOR THE **** TO BE REPLACED Now the phone calls start asking for more money before they can release any details about the replacement. I need to see what I am getting!Keep in mind that the plan has gone up to $70.00 a month. We paid $150.00 to file each ********* that it has to be replaced we are being asked to pay $250.00 to get a new dishwasher. Cinch has refused to give me the item number or brand of the item without paying the $250.00 upfront. I have NEVER paid for something and had no idea of what I was buying. 17 years ago when we purchased your plan you promoted that if you could not repair it, YOU WOULD REPLACE IT! This has NOT been our experience with CINCH!!!!I am requesting that you REPLACE my dishwasher. This has been too lo ng. Please contact me at ************ or ************ ****** and ******* **** ************************************ March ****** STILL NO DISHWASHER!

  

  Business Response

  Date: 03/18/2025

  We are in receipt of Mrs. ***** complaint. We sincerely apologize for any inconvenience she has encountered throughout the handling of her service requests. We take all customer concerns seriously and completed an in-depth review of her account and claims.
  
  We acknowledge that there were delays due to issues with the assigned service provider, lack of communication, and difficulties in submitting the required documentation for reimbursement on the garage door opener. After a thorough review, the claim was ultimately resolved, and the customer received a reimbursement check. However, Mrs. **** later expressed dissatisfaction with not receiving the full reimbursement amount. We have since processed an additional payment as a customer ********************** gesture to ensure full reimbursement, which will be received as a check by mail within 7 to 10 business days.
  
  Regarding the dishwasher claim, our records confirm there were delays with part availability and multiple service visits. After parts were determined to be unavailable, the dishwasher was approved for replacement. After further communication, the replacement deductible was paid, and our offer of a comparable replacement dishwasher was accepted. However, there were installation issues with the new dishwasher.  Mrs. **** declined our offer of a claim credit to cover the cost of a local installation to address the gap left during the install. We have since reached out to the appliance manufacturer to ensure a follow up installation check is scheduled to correct any remaining issues. 
  
  We regret the delays and miscommunications that have occurred. We have been in direct communication with Mrs. **** to address her concerns and ensure that all issues are being resolved. We encourage her to follow up directly should she have any further questions, concerns, or require further assistance.
  
  We appreciate the opportunity to review her case.
  
  Respectfully,
  
  ********, Customer Relations

• Initial Complaint

  Date:03/04/2025

  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.

  Cinch sent out an unliscensed plumber that tried to scam me out of $450 additional for my worn out garbage disposal on 2/22/2025. I had to ask the man leave my property because he stated a bread clip broke my garbage disposal when in reality the switch breaker was off because it was leaking and I did not want it to short. Also, I knew the bread clip was in the sink drain catch. He had no tools and performed virtual no work at all. In all he was on property for about 5 minutes before reaching his erroneous conclusion and being asked to leave. I reported all of the immediately after the service provider left to Cinch. They ignored me and gave the provider until 3/3/2025 to send in a picture. The picture did not substantiate his claim at all. The clip is on my table completely intact and clean as he showed it to me. There are no pictures of my sink, garbage disposal, the clip in either, theres no wear on the clip suggesting it was in the running garbage or even in the drain at all. Despite all of this missing details that would map the photo to scene and incident at hand Cinch still sided with the provider and stated this evidence is sufficient. They then took on a tactic of increased difficulty to contact them for an appeal by giving me only the option to email them when our business precedence is by voice. All this overlooking the fact the service provider was asked to leave because of his dishonesty and no service had been rendered. At this point I cannot get a reasonable response from them and they are not conducting themselves as a professional business. When services have failed to be rendered, Im in entitled to a refund despite their condescending approach in conducting themselves and conversing. As a result, I want my $200 deductible back and compensation in the amount of $500 dollars for the damage to sink area while they have done nothing under my contract.

  

  Business Response

  Date: 03/18/2025

  We are in receipt of Mr. ******* complaint. We want to ensure all our customers receive the full benefit of their home protection plan and have completed an in-depth review of his complaint and claim.
  
  We recognize Mr. ******* dissatisfaction with the service he received and understand his frustration regarding the initial diagnosis and the technicians conduct. After reviewing the claim, we found the service providers report indicated that the garbage disposal failed due to foreign objects, which was inconsistent with the warranty coverage for normal wear and tear. As a result, the claim was initially denied.
  
  Upon further review and after Mr. ****** submitted additional evidence, we reassigned the service request to another network provider who confirmed that the garbage disposal was leaking and rusted beyond repair. Since submission of the complaint, the unit has been successfully replaced.
  
  Regarding Mr. ******* request for a refund and compensation, we have ensured that the garbage disposal was replaced at no additional cost to him. While we understand his frustration with the initial handling of his claim, we believe the warranty terms were followed, and the replacement provided was a fair resolution.
  
  We regret any inconvenience Mr. ****** experienced during this process and remain available to discuss any further concerns he may have.
  
  We appreciate the opportunity to review his case.
  
  Respectfully,
  
  *******, Customer Relations 

• Initial Complaint

  Date:03/04/2025

  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.

  Our heat pump stopped working and it's cold outside. Cinch **** couldn't find a contractor for a timely repair so they authorized me to find my own contractor. I found a contractor that showed up within an hour who diagnosed the the problems and provided a written invoice for repair. It is noteworthy that his repair costs were substantially less than the amounts listed on the internet because he felt sorry that we didn't have heat and to expedite the repair. All information and documents requested by Cinch have been provided to expedite the repair. However, for the past eleven days thus far (without heat) Cinch **** continue to provide excuses but no results. The Cinch **** claim they have no phone numbers to the office handling the matter and there is no other option but just wait for a response. However, no one will provide a response as to how long we must wait to obtain the service that we pay for. I asked for information to contact corporate individuals, but was told the Cinch **** weren't allowed to provide that information either. This is beyond bad customer **********************, lack of sense of urgency, lack of empathy, lack of accountability for paid service, lack of empowerment to make a decision, etc. I ask for assistance to resolve this matter.

  

  Business Response

  Date: 03/17/2025

  To ensure prompt service delivery to him, Cinch permitted Mr. ******** to engage a licensed service professional of his choice in the local area. This professional was tasked with providing a detailed diagnosis,which includes a comprehensive estimate, itemized charges for both parts and labor, as well as an explanation of the cause of failure. Throughout this process, our team maintained consistent communication with him via both telephone and email communication to keep them updated.
  
  On or around February 27, 2025, we sent an email to his email address on file detailing that the documents received only constituted a proposal or estimate. We highlighted that this documentation was incomplete and requested additional information.
  
  In early March the review concluded that the parts needed to complete the repair were still under manufacturer's warranty, which supersedes the home warranty, but we would cover the labor since that falls outside the scope of manufacturer warranty coverage. A reimbursement amount was approved,and communicated to Mr. ********* He expressed concerns over the full amount of the Freon not being covered. This is due to his warranty containing a $10 per pound cap limit on refrigerant for ************* As a one-time customer ********************** gesture, we approved an additional payment. He should receive both payments on or around March 26th.
  
  We regret that his experience left him frustrated, and appreciate the opportunity to address his complaint.
  
  Respectfully,
  Victoria, Customer Relations

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23017049
  
  I am rejecting this response because:  While the response was cordial, it was inaccurate.  As mentioned, I had to repeatedly call since I was not kept informed and it took a completely unreasonable amount of time to restore heat in my home.  The nice lady that responded to this complaint seemed to be the only person, of the many I had to deal with, that was understanding, empowered to make a decision, provided communication access, and provided actual customer **********************.  For the longevity of Cinch, they need more service like this and not the typical tactics to complicate, dissuade and defer, refusal to provide relevant contact information to decision makers or higher in the chain of command, empower employees to make decisions, train that customers are buying a ********************** versus excuses, apologies, and conflicting explanations about the "process."  For these reasons and no desire to confront the corporate run-around again, I have canceled my policy and moved on with another home warranty company that assures me I will be treated better for my money.    
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 04/09/2025

  We have received Mr. ********* response and regret to learn that he has chosen to discontinue his warranty agreement. We appreciate the thoughtful feedback he has taken the time to provide, and although his overall experience was poor, we are glad to know that he was pleased with the service he received from our Customer Relations agent.
  
  Respectfully,
  Victoria, Customer Relations
  

• Initial Complaint

  Date:03/03/2025

  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.

  My HVAC furnace heater broke down initially 2/7/25 & called my Home Warranty Cinch Home Services for repair. Designated technician came 2/8/25, & the heater came back up working. On 2/14/25, the same furnace heater broke down & I called for a return service. The tech from S&S Heating came 2/14/25, & said that a part has to be replaced. The technician said he has that part on stock in his vehicle and he will call Cinch if they would allow him to use that part to fix the furnace. Cinch did not allow it & said they will order the part. This is concerning as it was very cold & the coming week was forecasted to be worse. The temp in the house was at 51F & it would just get colder. Starting 2/17, I followed up about the repair & parts delivery. I was told that it was ordered & Cinch is just waiting for delivery in 2-3 days. I was pleading to expedite - we are getting sick. I bought 3 space heaters to keep us warm but it was not enough. I called Cinch everyday but they cannot tell me where the part is. It did not arrive in 2-3days as promised. Week of 2/17-2/21 was the coldest temperature of the month. I called daily but each time, I am being told to wait for the part. They don't know where the part is. On 2/26, I called again. The agent was rude & cut me off by transferring me to her supervisor, ***** while I'm still talking. Paris cannot tell me when the part would be delivered and when my furnace can be fixed. She resorted to excuses. She cannot even clarify if the part was indeed ordered. Fast forward to today, 3/3/25, 2.5 weeks (17 days) after the request, we still have no answers from Cinch. I got a text just now stating that the part was shipped. Up to now, we don't know when the furnace will be fixed as shipping is different from delivery. I was told initially that the part was shipped last 2/17/25 and here we go again, another shipping date with no exact delivery date. It was just inhumane what Cinch Home Services did and continue to do to us.

  

  Business Response

  Date: 03/17/2025

  We have received Mr. ********** complaint regarding the service job for his furnace. We understand the urgent nature of having a functioning heat system in the winter months, and sincerely regret the delay that occurred in the parts being delivered in order to repair his system.
  
  Our records show that the parts were ordered around February 17th, and although the estimated time of arrival was for only 3 days, please keep in mind that is only an estimate. There are occasions when shipping takes longer than expected, and this is one of those cases.
  
  We have confirmed with Mr. ******** that his furnace has been repaired and is working properly. As a customer ********************** gesture, we are also providing reimbursement for the portable heaters he purchased. He can expect to receive his check by March 21st.
  
  We appreciate the opportunity to address his complaint.
  
  Respectfully,
  Victoria, Customer Relations
  

• Initial Complaint

  Date:02/28/2025

  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 of the three electrrical fuse box was failing. Any time the dryer was used the lights in the house would flicker. This was discovered when we learned there was not adaquate voltage to run the double ovens in the house. I brought in a certified electrician to run a 220 v line for a new stove. I was informed the house fuse box was unsafe and connection were so deteriorated that it would be unsafe tolive in the house without updated smake alarms. I chose to compllete the work for thed safety of my family because of my experience with Cinch has been one delay after the other. For example a plumber showed up to fix a very small waste line fracture with absolutey no materials. The dryer comlaint filed is still unresolved in January is still unresolved. All I am asking it that Cinch cover the cost to replace the fuse box of 3500.

  

  Business Response

  Date: 03/14/2025

  We have received Mr. ****** complaint regarding the reimbursement he is seeking for the unauthorized work that was performed on his electrical system. The terms of the warranty clearly lay out the claim process,and Mr. ***** was already familiar with it due to a prior service request. The warranty stipulates with clarity that any work performed without our prior approval will not be compensated. We recognize Mr. ****** prerogative to have the work completed as he saw fit however, this does not obligate the warranty company to provide reimbursement.
  
  Mr. ***** spoke with a senior case manager regarding this matter, and we consider it closed.
  
  Respectfully,
  ****, Customer Relations
  

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23003332
  
  I am rejecting this response because:  The employee that sold the warranty said that he would get it taken care of.  Also, the duration of time to get service completed by Cinch is far beyond what is acceptable for a issue that could result in catostrophic events such as a house fire.  It took Cinch 8 weeks to see the a dryer was fixed.  I did not purchase/acept a home warranty that would require putting my family in jeopardy.  I can attach images from the electrician who was told by the Cinch *** that it would get taken care of.  That is all that I am asking for. 
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 04/03/2025

  We have received Mr. ****** response and recognize that he believes he should be compensated for the electrical work he had performed at his home. The terms of coverage are laid out within the terms and conditions of his warranty agreement, which he should have received a copy of at the time of enrollment. It is also available for electronic access at any time through his online account portal. The ********************** sets a clear standard that in order for a claim to be addressed, a service request must first be placed to allow the service job process to take its course. Mr. ***** did not place a claim through his home warranty. Mr. ***** elected to first have the work done, then request we reimburse him. Not following the required procedures falls outside the terms of the agreement, and our position to decline reimbursement for the unauthorized work performed stands firm. With regard to his concerns over the time frame to resolve the issue in relation to his experience with the dryer; each claim is unique and Mr. ***** did not allow us the opportunity to provide him with service.
  
  We consider this matter closed.
  
  Respectfully,
  ****, Customer Relations 

• Initial Complaint

  Date:02/26/2025

  Type:Sales and Advertising 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 12/26/24, I paid my $150 deposit to get my refrigerator fixed. They hired ARS Services and the first time someone came out, he needed to see what to order for the repair. The second time he came, realized it was the wrong part. Never ears from them afterwards. The account manager had beeen contacting me saying that the company had been trying to reach me. One day, she even put me on hold and called the worker who said they would call me later that day. Today I receive a message from the case manager saying the company said my refrigerator has been fixed. That is bullcrap! It is still down almost two months later. I want my $150 dollars back.

  

  Business Response

  Date: 03/12/2025

  We are in receipt of Mr.********* complaint and sincerely regret the difficulties he has encountered with his refrigerator claim.
  
  Since submission of the complaint, a recall request has been opened, and parts were ordered to complete the repair. Unfortunately, the incorrect part was sent once again. We are in the process of ensuring that the correct part is ordered and delivered as quickly as possible. As a customer concession, we are refunding Mr. ********* deductible payment which will be returned to the card charged within 3 to 5 business days.  
  
  We sincerely apologize for the lack of communication and any confusion that has arisen, especially regarding the status updates. Our team is actively working to resolve this situation and will ensure that the customer receives timely updates moving forward.
  
  We appreciate the opportunity to review his case.
  
  Respectfully,
  
  ******, Customer Relations 

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 22995584
  
  I have been paying ***** a month since April 8 2024 for my home warranty. I contacted them in December 2024 regarding my refrigerators ice maker and water dispenser. Since then, the business used to fix the problems has been sent the wrong parts 2 times. At one point, they had tried to say my refrigerator had been fixed and no one had been to my home to work on it. It is now going into April and I am still waiting for this to be fixed. I had a time scheduled today from 12 - 5 and had made arrangements for the tech to come closer to five to give me time to get home from work. I waited until six, and no one showed up! This is crazy! Unprofessional and messy is not what I pay for! Not only do I pay monthly, I also paid my deposit of $150. It would be easier for them to get me a new refrigerator instead of having to wait another month to get this one fixed.   Replacement
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 04/08/2025

  We appreciate the opportunity to address Mr. ********* ongoing concerns and sincerely apologize for the continued frustration he has experienced regarding his refrigerator repair.
  
  We regret the delays caused by receiving the incorrect parts. We have been actively working to resolve the situation and can confirm that, since our last response, the correct parts were received. Regarding the service appointment that was set for April 1st,our records show the technician arrived but was unable to complete the repair as the customer was not home at the time. The ********************** provider subsequently rescheduled the appointment for Saturday, April 5th, and we were advised that the technician completed the repair on that date. According to our teams follow up, the service provider confirmed that the service was successfully completed, and the customer was satisfied with the outcome.
  
  We understand that *********** has faced significant inconvenience. As we recognize the extended delays and the negative experience he had throughout this process, we are refunding the deductible that was paid for the repair services. These funds will be returned to the original payment method within 3 to 5 business days. We value his business and are focused on delivering a higher standard of service going forward.
  
  Thank you for your attention to this matter.
  
  Respectfully,
  
  ******, Customer Relations
  

• Initial Complaint

  Date:02/26/2025

  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 scheduled on February 23rd about a clothes washing machine throwing a drain issue code. I was sent a message saying that a company would be there the next day, Monday. No one showed. No calls, no messages. So I called Cinch. The operator said that the company was overbooked and could not come out for almost 3 weeks. She then said she would check for more providers and I will be notified within 24 hrs. I received 2 messages about 2 different providers. It started to call in 24 hrs of if I didnt hear from them. 24 hrs later, I called. One said they dont service my area and that Cinch was told this. The other one stated that they would service if Cinch paid the travel fee since they were an hour or so away, but they got cancelled. I told him Id call **********************. I called. Im on the phone for over 45 minutes getting the run around about no one in my area will service. I was then told that I can pick my own certified, licensed repair company, but ** have to pay them up front and the have to wait for claims to pay me back. No! I pay a monthly fee, they already took my deductible, and now I have to be out the money until they process my claim??? No! I told them that I can find someone, and they can communicate a quote and payment info with them. Thats not on me. This warranty is useless if you dont have the repair money up front! I am already out money. I cant bleed out more! I may as well cancel, and buy a new washer or fix it through a ******* video!!! I can save myself $600 a year in fees plus the $100 deductible, and get a new appliance each year!!! Its unsatisfactory. If you dont have technicians in the area, dont offer the service! Ive paid over a year of fees since the last repair( which still never got fixed), and I cant even get service. Something needs to be done. Now I have to pay to go to a laundry mat plus lost time for Monday.

  

  Business Response

  Date: 03/12/2025

  We are in receipt of Ms. ******* complaint and sincerely regret any difficulties she has experienced throughout this process.
  
  Upon reviewing the service request, we found she was initially provided with an appointment, which was subsequently missed without communication from the service provider. It appears the original provider was overbooked and that it would take weeks for service to be scheduled. Due to this, we provided ********* the option to use a service company of her choice as a quicker way to resolve the issue with the clothes washer. We acknowledge that Ms. ****** found significant dissatisfaction with this process, particularly with the communication failures and the suggestion that they would need to pay a repair technician upfront before being reimbursed.
  
  A Senior Case Manager has made several attempts to reach Ms. ****** directly to work towards a solution. We have not been successful in reaching her and left voicemail messages with our contact information for her to follow up directly. We request that she reach out to the assigned case manager for further assistance.
  
  We appreciate your attention to this matter.
  
  Respectfully,
  
  ******,Customer Relations