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

  
• 

  Homesure of America

  648 Grassmere Park Nashville, TN 37211-3663

• 

  HMS National

  Homegard Warranty Dallas, TX 75284

• 

  Cinch Home Services, Inc.

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

  
• 

  Cross Country Home Services

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

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: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 am writing to file a complaint against ***** Home Warranty (Cinch) regarding their handling of my home warranty claim for my heating system. Below are the details of my experience:Delayed Repairs: This most recent problem (ongoing) began on January 22, 2025. Over the past month, I have experienced significant delays in the repair of my heating system, resulting in limited heat during these extremely cold months.Out-of-Pocket Costs: After waiting an extended period, I had to find my own provider to repair the heating system as directed by the warranty company. I have not been reimbursed for the service call which was to diagnose the problem with my heating system ***** Home Warranty (Cinch) waited over a month and then refused to cover the full amount of the estimate provided by the independent contractor. Instead, they offered a check for an amount several hundred dollars less than the repair cost in the estimate, though the service Piecemeal Repairs: For the past three years, ***** Home Warranty (Cinch) has performed piecemeal repairs on my heating system. They have indicated that they will not replace the system unless it is beyond repair, despite my frequent lack of heat and air conditioning, and increased utility bills due to the system reverting to emergency heat. I have been without air during the summer months.Inadequate Service: I have experienced multiple instances of being without heat and air and have incurred substantial utility costs.I believe that ***** Home Warranty (Cinch) has failed to fulfill their contractual obligations and has provided substandard service. I am seeking resolution in the form of:Full reimbursement for the repair costs incurred by the independent contractor.Assurance that my heating system will be properly repaired or replaced to prevent future issues.Compensation for the increased utility costs resulting from the system's frequent reliance on emergency heat.

  

  Business Response

  Date: 03/11/2025

  We are in receipt of Ms. ****** complaint and sincerely apologize for the delay in repairs and the reimbursement issues that caused her significant inconvenience.We understand the frustration this has caused and are committed to addressing her concerns.
  
  Regarding Ms.Knolls concern about increased utility costs due to her heating systems reliance on emergency heat, we acknowledge the impact this has had. However, as per the terms of our service agreement, utility costs are not covered. While we are unable to reimburse for those costs, we have decided to reimburse her for the difference in the cost of the condenser fan motor replacement. This reimbursement will cover the remaining balance of the repair cost, ensuring she is fully compensated for the out-of-pocket expenses incurred due to the delays in our service. Ms. ***** can expect to receive this payment as a check by mail within 7 to 10 business days.
  
  We value ******** as a long-time customer and encourage her to reach out directly if she has any further questions or requires additional assistance.
  
  We appreciate the opportunity to review her case.
  
  Respectfully,
  
  ******,Customer Relations 

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 22995455
  
  I am rejecting this response because:

  Dear Cinch Home Services,

  
  I am writing to formally reject the response provided by Cinch Home Services regarding my complaint. Unfortunately, I do not fully understand the terms of your  response and require further clarification.  Specifically, I need to know the exact dollar amount that Cinch Home Services will be reimbursing me for the issues outlined in my original complaint. Without this information, I am unable to make an informed decision on whether to accept or reject their proposed resolution.

  
  I appreciate your assistance in this matter and look forward to receiving a detailed response from Cince Home Services.
  

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

  

  Business Response

  Date: 03/21/2025

  Thank you for forwarding ********* rebuttal regarding her complaint. We would like to clarify that we have provided the detailed payment information in line with our proposed resolution.The necessary payment details were sent to her, outlining the reimbursements issued.
  
  We believe that the information already provided should address her concerns regarding the reimbursement. However, if Ms. ***** requires any additional information or further explanation, we encourage her to follow up directly for assistance.
  
  
  Respectfully,
  
  ******, Customer Relations 

• Initial Complaint

  Date:02/26/2025

  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.

  1/8/2025- current Cinch Home Services Home Warranty I have home warranty through this company and I have filed a claim for my washing machine. The company does not have service technician in my area so they make me find my own and cover all the expenses up front and seek reimbursement from them. After fighting with them for almost two months to get the coverage I pay for they have decided to replace my washing machine. They have offered me $752 to replace my machine. I pay $79 monthly for this service, I had to pay them a $100 deductible and $169 to the company that came out and looked at my washer and said it was not repairable due to parts no longer being available. A new unit comparable to mine with same options is $1393.99. I have included a washer with the same options as mine from there website they sent me to. I have to pay 7.75 percent interest in California. They are a bunch of crooks.

  

  Business Response

  Date: 03/12/2025

  We have received Ms. ******* complaint regarding the service job for what is listed as a clothes washer. The replacement that ********* is requesting is considered an all-in-one that is a clothes washer and clothes dryer contained as one unit. We double-checked the model number on file of her existing unit, which coincides with the model number listed on the invoice she provided, and it reflects a clothes washer only. To ensure that we offer something that is comparable, and that may affect the cash buyout which she elected to receive in lieu of the replacement, we spoke to Ms. ****** on March 12th. We agreed that she would send in pictures of the unit itself, and the data sticker showing the model number. Once received, we will review the information and amend the cash payment if necessary.
  
  We have also processed a refund for the diagnostic fee she paid her provider. Typically the deductible amount would be subtracted from this, but as a customer ********************** gesture, we are providing the full $169.00 she is seeking. She should receive this no later than March 26th.
  
  This matter is ongoing, and we look forward to further reviewing the case to ensure the right decision is made.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 03/20/2025

   
  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,
  
  ****** ******

  Good ****************************** am writing to follow up on our earlier conversation regarding the replacement of your clothes washer. Our records show the model number to be that of a clothes washer alone, which matches up to the model number provided by the company you hired to complete the diagnosis. In order to take another look at what we offered, and gauge whether it will adjust your claim credit buyout, please send pictures of the clothes washer itself, as well as the data sticker showing the model number of the unit. Once received, I will respond to provide an estimated timeframe for review.
  
  Also, as we discussed, I am processing a payment of $169 for the diagnosis you paid to the outside vendor. You should receive it in 7-10 business days.
  
  Please let me know if you have any questions.
  

  **** Francis 
  From:***************************************************************************
  To:*****************************

  I did send the pictures and information that was requested. It was decided that they needed to offer me an upgrade to what they had previously offered. It is really sad that I pay into a home warranty month after month (nearly 20 years) and when the time come that I need to file a claim for work or replacement of an appliance, it takes weeks or months for approval and then only after you call repeatedly. When it was decided that my appliance needed to be replaced, they first tried to repair it with used parts, they did not want to replace it with a unit that had the same features as my existing unit. I had to file a complaint with the BBB before they would offer a machine comparable to the one I had.  That is very poor business practice and most people would not be as tenacious as I have been with follow through, so this company is taking money from people and not providing the service paid for, that is a crime.

  Copy Of Our Conversation Via Email:

  
  
  ****** Noland 
  From:*****************************
  To:***************************************************************************
  
  Thu, Mar 20 at 11:11 AM
  
  
  Thank you
  
  Sent from *** on Android
  
  On Thu, Mar 20, 2025 at 9:15 AM, **** *******
  <***************************************************************************> wrote:
  I will process it now and you can expect to receive the additional $862.10 in about 7-10 business days.
  
  If there is ever anything else I can do for you, please let me know!
  
  ----------------
  Sincerely,
  **** *******
  

  
  
  From: ****** ****** <*****************************>
  Sent: Thursday, March 20, 2025 12:05 PM
  To: **** ******* <***************************************************************************>
  Subject: [External] RE: Follow Up from ***** Home Warranty
  
  EXTERNAL EMAIL: Do not click any links or open any attachments unless you trust the sender and know the content is safe.
  
  
  Hi ****, 
  
  I got your message the addition payout would be appreciated and will go the the replacement cost of a new unit.
  
  ****** Noland 
  Sent from *** on Android
  
  On Wed, Mar 19, 2025 at 10:02 AM, **** *******
  <***************************************************************************> wrote:
  Good Afternoon,
  
  I am writing to follow up on the pictures requested to demonstrate the type of unit that you have. If you have sent them, they did not come through.
  
  ----------------
  Sincerely,
  **** *******
  
  
  From: **** *******
  Sent: Wednesday, March 12, 2025 2:10 PM
  To: *****************************
  Subject: Follow Up from ***** Home Warranty
  
  Good ****************************** am writing to follow up on our earlier conversation regarding the replacement of your clothes washer. Our records show the model number to be that of a clothes washer alone, which matches up to the model number provided by the company you hired to complete the diagnosis. In order to take another look at what we offered, and gauge whether it will adjust your claim credit buyout, please send pictures of the clothes washer itself, as well as the data sticker showing the model number of the unit. Once received, I will respond to provide an estimated timeframe for review.
  
  Also, as we discussed, I am processing a payment of $169 for the diagnosis you paid to the outside vendor. You should receive it in 7-10 business days.
  
  Please let me know if you have any questions.
  
  **** *******
  Customer Relations | Sr. Social Media Specialist
  P.O. Box 810275
  ********************-0275
  o ************ (Direct)
  ***************************************************************************
  **********************
  
        
  Cinch is the exclusive provider of home protection plans for
  Homes For Our Troops and a proud supporter of the Orange Bowl Committee.
  

• Initial Complaint

  Date:02/26/2025

  Type:Order 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.

  Contacted home warranty company because our freezer was not working properly December 5th - ****************** said the unit needs to be replaced due to the age December 11th - ******************* said the unit needs to be replaced due to the age Did not hear from company regarding resolution Called january 8th - was told the service request was under review and we would receive a phone call when a decision was made Check account on January 27 and our service request was "closed". Still did not hear from the company and a resolution was not made. Called warranty company january 27 and they said that the first two technicians "were not qualified" so they would send someone out after 3:00 on the 28th.. we requested after 3:00 so we would be home from work.. they came earlier than we asked and no one was home so they had to reschedule. Rescheduled to February 5. ***** contacted and said we needed to reschedule that appointment to February 12. ***** ended up coming on the 5th anyway. Cleaned a coil and left. ******* is still not working. Contacted warranty company again. They sent out another tech that was scheduled February 19. ***** cancelled our appointment day of and rescheduled to February 26. ***** cancelled this appointment day of as well. We are now without a working freezer for 3 months and we still can't get answers. Requested multiple times to replace the refrigerator as recommended by 2 of 3 technicians but the warranty company just continues to send out technicians. Fridge is a 2016 *******.

  

  Business Response

  Date: 03/12/2025

  We have received Ms. **** complaint regarding the service job for her refrigerators freezer not working properly. We recognize the importance of having a functioning refrigerator, and understand that this has been a very frustrating process for her, due to multiple assigned providers and unkept appointments. The first two service companies reported there to be a failure with the sealed system. The sealed system of a refrigerator is the portion through which the refrigerant flows. Not all service providers and/or technicians specialize in repairing sealed system failures. We concede that it was an oversight on our part not verifying the second provider could service the sealed system before it was assigned to them. It was sent to a third provider who did not keep the appointments as scheduled. Ultimately, the service job was assigned to what is known as Alternate Provider Option, which is when a customer is authorized to utilize a vendor of their choice due to a lack of availability with a network service company. Ms. *** has been apprehensive to go through this process.
  
  Upon reviewing her complaint, we conducted a thorough examination of the history of the service order for her refrigerator. Based on the amount of time this has been lingering, and the original failure presented to be a sealed system issue, along with the fact that repairs by an outside vendor would be on par with the warrantys cost for replacement, weve gone forward with approving to replace her refrigerator.
  
  She has received her options and elected to take the replacement model weve offered. The average timeframe to receive the replacement is within 3 to 5 business days. She accepted the replacement on March 11th.
  
  Weve tried reaching her by phone unsuccessfully, and will follow up with an email communication, as well.
  
  We appreciate the opportunity to address her complaint.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 03/12/2025

   
  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:02/26/2025

  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.

  11/20/2024- My range stopped working, and I requested service to see if it was able to be fixed or if it needed to be ***laced. A week later I had still not been contacted by or seen a service provider. The Cinch ***resentative I was working with refunded my service fee, and assured me a service provider would be out with 24 hours. Still nothing. I was then told I could purchase a new range on my own, and submit it for reimbursement. I did so, and submitted the invoice to Cinch. 3 weeks later I had not received any type of correspondence so I checked in with my ********* told me that she thought it had been taken care of, and made sure the check was mailed to me the next day. After two weeka, I had not received the check. I contacted Cinch (the *** I had been working with was not answering my calls or emails) and was told they could stop payment on the first check, and reissue a new check to me. I confirmed my mailing address, and was assured it would be taken care of immediately. That was 01/29/25, and I still have nothing. I can't get ANYONE to respond to calls, emails, or even ******** messages.

  

  Business Response

  Date: 03/05/2025

  We have received Ms. ******** complaint regarding the status of her check. On February 26th, we spoke with her and she confirmed that she had not yet received the check we sent her on January 29th. To address this issue, we placed a stop payment on the missing check and promptly sent her a new check via ********************;priority mail to prevent any further delays. Ms. ****** confirmed that she received her check on March 3rd.
  
  We appreciate the opportunity to resolve her complaint.
  
  Sincerely, 
  
  Jasmine, Customer Relations 

  Customer Answer

  Date: 03/11/2025

   
  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:02/25/2025

  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.

  This is absolutely ludicrous. I was sold this home warranty under false pretenses! At the time I purchased this coverage I was assured I would have ************** Deductible Reimbursement as a part of my coverage. I have never used the service, but pay the bill aware of the coverage I was told I had. At the time of purchase they sold me the warranty and told me documentation would come in the mail - I never received anything! Several months passed and there was a storm and I had to use my ******************** so when I called Cinch to claim my reimbursement I was told that was a coverage I did not have. I spoke with several **** and they stated they would investigate the matter and get back to me. I call back over a month later to check the status of the investigation and the rep ********* tells me that it was determined on notes from 1/28 that I do have that coverage and I need to contact Assurant. He provided me with Cinch policy information and Assurant's numbers. I asked multiple times if he could confirm before I hung up and he said I had the coverage and needed to call. After an hour with Assurant it was determined on their end I was not covered and was never covered. I called back immediately and was told this time I do not have coverage. I stated months ago this was supposed to be resolved, like I stated originally I felt scammed and sold these services on false pretenses and I want my refund immediately. I was tossed from rep ******* to **** and then to ****** who stated he can only reimburse me $40. I explained again this is completely wrong and predatory and I was scammed. He said he can only refund $40. I want the entirety of my funds reimbursed. This company will sell you anything you want to hear and never send anything to show for it. They will downright lie and not accept responsibility.

  

  Business Response

  Date: 03/11/2025

  We have received Ms. ******* complaint concerning the initial information she was provided about her policy coverage, which she later discovered to be inaccurate.
  
  On March 11th, we spoke with Ms. Mills and expressed our apologies for the misleading information she received. We understand how frustrating it must be to be told she had certain coverage only to find out that was not the case. While we regret that she chose to cancel her policy, we respect her decision. We informed Ms. Mills that we had requested a full reimbursement of her policy on March 7th and this was completed on March 11th. It will take 3 to 5 business days for her to see it reflected on her end. Ms. Mills understood the information and appreciated the assistance.
  
  We appreciate the opportunity to address her concerns.
  
  Sincerely, 
  
  Jasmine, Customer Relations 

  Customer Answer

  Date: 03/11/2025

   
  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. Thank you for mitigating this matter.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:02/25/2025

  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 Feb 17, 2025, I made a service request to CINCH because our clothes dryer was not heating. It did rotate, but there was no heat. Cinch assigned us a service number SCCT245CEEDDC. They assigned Terra Biz Services (Llc) to examine the problem/technical issue. A Terra technician showed up on Friday (Feb 21, 2025), looked at the dryer, and left after 5 to 7 minutes. He told my son that Cinch would contact us. A voicemail was left on my phone, telling me to call Cinch later on Friday. I called back but could not get through. After checking the website, I discovered that CINCH wrote that the job was completed and the warranty did not cover the service. I finally managed to call the CINCH and was informed that the problem was routine service or routine maintenance. I asked them what they meant by that and told them that the dryer was not heating, which was a technical issue. I repeatedly asked what you mean by routine service or maintenance, and they would not clarify. In one instance, the customer ********************** person may have said; maybe it is dirty (I did not quite get this because language was an issue). The person clarified that routine service or maintenance was not covered. Now, I cannot change the heating element in the dryer. I need to add that we had a technician come in and clean the dryer from lint accumulation two years back (cost us $300), and I think that is routine service.I asked the person if Cinch should return the $150 deductible, but his response was that a technician had identified the problem, and the funds could not be returned. Can Cinch clarify what routine service or maintenance the technician has identified? They owe a detailed explanation here. They took the $150 and will not tell us anything except that the service is not covered.They should return the $150 and explain why the service is not covered.

  

  Business Response

  Date: 03/10/2025

  
  We received Mr. ***** complaint concerning the rejection of his clothes dryer claim. . We regret he felt the explanation regarding the denial of his clothes dryer claim was insufficient.
  
  On March 7th, we attempted to reach him by phone and email to clarify the reasons for the denial of his claim. Our communication included detailed information from the technicians findings, which included photos of the issues identified during the inspection. Based on this assessment, we determined that two main factors contributed to the decision:
  The dryers vent was excessively long, which can hinder proper heat flow. A photo of the unit showed the vent being crushed, which likely impedes the dryers ability to function properly.
  The vent was found to be clogged and kinked with lint, which is a potential safety hazard and can also impact the dryers performance.
  As per the terms of his agreement, we cover mechanical failures due to normal wear and tear, the issues identified were not mechanical, which is why this claim was denied. While we understand his concern about the diagnosis, its important to clarify that our policy does not cover the performance of routine maintenance, such as the cleaning of lint buildup, which can be a common cause of performance issues.
  
  We apologize for any confusion that occurred during our previous communication, and we appreciate the opportunity to address Mr. ***** concerns. We value his business and would be happy to provide further clarification if needed.

  
  Sincerely,
  
  Jasmine
  Customer Relations

• Initial Complaint

  Date:02/25/2025

  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 Dec. 20, 2024, I filed a claim with Cinch Home Services about my heating not working. It is Feb. 25, 2025, and I am literally writing to you on my phone from underneath my blanket like a tent over my head, because my heat is STILL NOT working. Its the dead of winter. My feet are frozen from walking just a few minutes ago on my freezing cold bare floors. Cinch refused to replace my HVAC unit despite numerous repairmen telling their agents my unit was leaking freon. They are cheaters and engage in gaslighting and consumer fraud.

  

  Business Response

  Date: 03/05/2025

  We have received Ms. ******* complaint regarding the service job for her heating system. We recognize the importance of resolving this matter in a timely manner, and have completed a thorough review of her complaint and claim. The first service provider to attend to her request reported the failures to be with a capacitor and the defrost control board. The technician replaced the capacitor, and determined the issue with the defrost control board is that it was not connected properly. The Freon levels were found to be normal. Ms. ****** placed a recall service order on February 3rd,and a new provider was dispatched as a second opinion. The technician found that the unit was completely frozen over, and therefore was unable to perform an accurate diagnosis as a result. Ms. ****** was advised of this, and that it may take a few days for the unit to completely thaw out. The third service company assigned unfortunately did not go to her home, and it was assigned to a fourth service provider who performed a new diagnosis. It was discovered that the system needed a new defrost control board and heat kit, as well as a pound of Freon. It was determined by this provider that there is likely a leak in the system, but due to the colder temperatures, a leak test could not be performed in order to pinpoint the leaks location.
  
  Ms. ****** was assisted by multiple case managers, and was offered reimbursement for a portable heater to keep a portion of her home comfortable due to there being medical needs in the home. She did not accept this offer. Ultimately the decision was made to provide her with a payout of the maximum amount her warranty allows for an HVAC system. Her check has been mailed out and she can expect to receive it no later than March 10th.
  
  We regret that she was displeased with her experience, but appreciate the opportunity to address her complaint.
  
  Respectfully,
  ****, Customer Relations 

• Initial Complaint

  Date:02/24/2025

  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.

  I contacted Cinch my home warranty services on 1/16 regarding a water leak from my bathroom to the kitchen. Cinch indicated that they couldn't get any repairer to diagnose the issue for repairs even though I had paid my initial $100.00 deductible per our contract. Cinch requested me to look for a local repairer and I did and submitted the estimate, diagnosis, labor and material cost for repairs. I also submitted pictures and video as supporting documents. I received and email from ******* that all documents submitted have been received and should allow time for review. Prior to this, I had received email back-to-back to resend documents, pictures and video over and over again which I did. I received a recent email from an agent named ***** requesting me to send everything all over again on 2/13 and i refused because it was ridiculous and just don't make sense. My kitchen is still leaking, and no serious effort have been made Cinch to resolve this per the terms of our contract. It's been over month and nothing resolved.

  

  Business Response

  Date: 03/07/2025

  We are in receipt of Mr. ****** complaint regarding his plumbing claim. We acknowledge the frustration he has experienced throughout this process. To ensure prompt service, we permitted Mr. ***** to engage a licensed repair professional of his choice to diagnose the issue.
  
  We reviewed their diagnosis, estimate, and supporting documentation and found it to be incomplete. To ensure we had all the necessary details to proceed with the claim, we requested additional information,including a thorough diagnosis specifying the source and cause of the leak, an itemized list of parts and labor, and estimate for repairs. The information provided was insufficient to proceed with approval.
  
  Upon further communication, Mr. ****** service provider advised that, in order to locate the source of the leak, they would need to demolish the shower floor, which includes tile and plywood, and making access through the wall to inspect beneath the shower floor. The technician indicated that this process would help them identify the exact location of the leak.
  
  After speaking to Mr. ****** he agreed to contact another service professional for a second opinion and obtain the required diagnosis. We are committed to covering the service call fee for this second opinion assessment and will reimburse him once he provides us the invoice.
  
  We apologize for any confusion and delays that have occurred during this process. We are actively working to resolve the issue and remain dedicated to providing a fair resolution.
  
  Respectfully,
  
  Victoria, Customer Relations  

• Initial Complaint

  Date:02/24/2025

  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 contract with cinch home services. They cannot fix my product. The contract states if they cannot fix it they will replace it. They cannot fix it and now They will not replace it. There was false reports made in their records and they committed fraud with my contract.

  

  Business Response

  Date: 03/10/2025

  We have received Ms. ******* complaint regarding the service job for her refrigerator. The issue began in April 2024, and it was determined at that time to be a manufacturers defect that affects the ice maker, due to the particular design of the unit. The service company advised that there was no way to fix the problem. Ms. ****** opened a recall service order after that, and the same service company deemed that the ice maker needed to be replaced. The repair was completed in early June 2024. In September 2024,Ms. ****** once again requested a follow-up visit. At that time the same service provider advised that the ice maker works when thawed, and there was no issue with the unit cooling. Ultimately there was no mechanical failure due to normal wear and tear found, and the provider once again advised there is a problem with the way the unit was designed and manufactured, and that ********* would need to contact the manufacturer. January 2025, she placed another recall service order, and the service company advised the ice maker needed to be replaced again, and instructed Ms. ****** to thaw her refrigerator by unplugging it before any repairs could be done. Ms. ****** elected not to thaw her refrigerator, and at that juncture it was determined that if she would not take action to let the provider repair the unit, her only option would be a cash buyout of equal value to the claim that she could put toward repairing or replacing the unit on her own.
  
  We have completed a thorough review of all the service orders and the technicians notes. Foremost, we would like to convey that the warranty stipulates that we do not cover items that are found to have failures resulting from a manufacturer design defect. In this instance, after being advised of her units design defect, we approved a repair by replacing the ice maker. This rendered the warranty company liable for the issues with the refrigerator. Due to the root problem not being with the ice maker, and having it on file that replacing the ice maker wouldnt actually fix the problem, we have decided to move forward with replacing her refrigerator. She has been sent options via a system generated email. We also attempted to contact her by phone, but were unsuccessful in speaking to Ms. ******* We left her a voicemail message, and will follow up with a direct email.
  
  We appreciate the opportunity to review and respond to her complaint.
  
  Respectfully,
  ****, Customer Relations

• Initial Complaint

  Date:02/24/2025

  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 contracted EMS HVAC Services to replace the evaporator on our A/C system on 11/1/2024 after we paid EMS $1300 for miscellaneous items not covered. On 11/6/2024 the unit was no longer cooling and Cinch sent EMS to check. Technician said unit needed freon, which had already been filled on 11/1. After contacting Cinch, another technician was sent out on 11/16 for the same issue (a/c not cooling). Technician took pictures of a leak in the new evaporator installed on 11/1 and said he would report it to company. Cinch sent text asking if repairs were made to which we replied "No". After speaking with a representative at Cinch, saying they would look into it, there has been no repairs made. On 2/10/2025 (winter set in), we called about when the evaporator would be replaced after the same technician came out and noted the evaporator leaking again. We were then given a quote for $2300 to replace the evaporator we paid $1300 to replace on 11/1/2024. We have tried to contact someone at Cinch to no avail. These people are crooks and use stall tactics over and over. Will not follow-up on telephone calls as promised nor return emails.

  

  Business Response

  Date: 03/07/2025

  We are in receipt of Ms. ******** complaint. We regret the inconvenience she has experienced and thoroughly reviewed her service request to ensure it was resolved in a fair and timely manner.
  
  Upon reviewing our records, we found that after the initial evaporator coil replacement, the unit stopped cooling again. The technician determined the system required more Freon, which had already been added during the original repair. On the recall request, a leak was found in the newly installed evaporator coil, which was noted as a factory defect. As a result,the unit required another evaporator coil replacement due to this issue and has since been completed.
  
  We have confirmed with Ms. ******** that the unit is now working properly. We sincerely apologize for the frustration caused by the initial delays and the complications regarding the factory defect in the evaporator coil. To resolve the situation, we agreed to reimburse her for the additional Freon costs as a customer ********************** concession. The payment is currently processing which will come as a check by mail within 7 to 10 business days.
  
  We appreciate the opportunity to resolve this matter.
  
  Respectfully,
  
  ********, Customer Relations