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

  
• 

  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

• 

  HMS Home Warranty

  2650 Fountainview #200 Houston, TX 77057

• 

  HMS HOME WARRANTY

  PO 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: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 

• Initial Complaint

  Date:02/23/2025

  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 paid for a full home ************************* toilet is broken and the warranty has sent plumbers out twice. They have determined that I need to replace my toilet. Cinch then assigned a different plumber to come out but they did not answer their phone or contact me. Finally they were assigned the job again and I got them on the phone. They said they did not have the job order and could not make an appointment. My toilet is not working and the warranty company seems to be deliberately delaying service. I had to call a plumber on my own and purchase a new Toilet even though it is covered under this full home warranty.Cinch calls me but there is no phone number to contact a person at cinch only to make a new request, to pay, to change a request, or to talk to the service provider (in this case the plumber). There is no recourse for services not completed, no email or phone to contact anyone.

  

  Business Response

  Date: 03/07/2025

  We have received Ms. ********* complaint regarding the service job for her toilet. Our records show that a network service company snaked the line and determined it had been cleared. Unfortunately, this was not a lasting solution and Mr. ******** notified us she needed additional service.A new provider was assigned to her claim as the original provider was unable to determine the cause of the additional issues. We regret to hear that the second provider did not work with Ms. ******** to schedule an appointment date, and that she felt she had no choice but to go outside the warranty process to replace her toilet. We must first stipulate that per the terms of the warranty agreement, we do not provide compensation for work that is done without the warranty companys prior approval; however, we also understand that certain circumstances necessitate further consideration, and we believe this is one of those situations.
  
  On March 7th we left Ms. ******** a voicemail message requesting to review her documentation from replacing her toilet in consideration of coverage. Please note, this is not a guarantee reimbursement,or a specific reimbursement amount. We also sent a follow up email to which *********** can attach her documentation.
  
  We regret that her experience left her frustrated, and appreciate the opportunity to address her complaint.
  
  Respectfully,
  ****, Customer Relations

• Initial Complaint

  Date:02/22/2025

  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 Home warranty through Cinch. The warranty expressly states "clearing of mainline drain and sewer stoppages though an accessible cleanout up to 125 feet from access point" I filled a service request for a stoppage. Plumber comes out and tries to remove the stoppage 30ft away, but fails to accomplish anything with the tools on his truck. Plumber tells warranty company they need a camera to see what the issue is and potentially a jet to remove stoppage. Warranty company ***eatedly confirmed that in fact the stoppage in question IS covered, however, they do no pay for cameras or ******. I asked so you are claiming that this issue is in fact your responsibility within the warranty to remove the stoppage, however, you are denying that because it states those tools are not covered you will not being performing the work required to remove the stoppage. The *** confirmed that is the case and I would be responsible to pay for it. This is in my opinion a clear breach of contract and a failure to act in good faith. They are intentionally making the consumer feel confident that a stoppage will be covered and then preventing themselves from being liable to pay by saying specific tools are not covered tool the avg homeowner would not understand might be needed. They are also claiming that they can keep my $200 deductible I paid them to fix a problem they confirm they have not actually fixed. Cinch should be held liable to pay the plumbers for the work to be complete or find a different plumber to do the work.

  Customer Answer

  Date: 02/24/2025

  This is a new complaint about the same company, so it is not a duplicate. Your help was instrumental in getting them to pay for the salt water cell as they should and I am hoping you can now help me get them to pay for this plumbing issue. They seem to default to not providing coverage unless you fight them hard enough to make them cover what they are suppose to

  

  Business Response

  Date: 03/10/2025

  We have received Mr. ******* complaint regarding the fact that his warranty does not cover camera equipment for diagnosing issues nor hydro-jetting to clear plumbing stoppages. We recognize that he believes the two should be covered, however, both are listed specifically within the terms of the warranty agreement as not being addressed. As with any home protection agreement of this sort, coverage is not all-inclusive and certain terms and conditions do apply.
  
  Mr. ****** elected not to renew his warranty agreement for another term, and we regret to have lost him as a customer.
  
  We appreciate the opportunity to address his complaint.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 22976650
  
  I am rejecting this response because: There are multiple ways to solve a problem in this world. This company has elected not to cover camera and jetting, which from my understanding are the easiest and most cost effective methods for solving stoppages such as this, however, they are not the only methods. Again I repeat that they have already admitted that in fact this stoppage was covered by the warranty and therefore their responsibility to fix... simply refusing to refusing to pay for specific tools is not a form of protection from a contract. Therefore, they MUST find an alternative solution else they are in breach of contract.

  I am not a plumber, however, what I do know is that the snake they used is a light duty snake just one step above a hand snake (the guy using it even admitted it even though I already knew) and they make far larger commercial grade ones with upwards of 3/4" cable, which are far better at blasting through stoppages. I also know that companies are advertising ability to reline old pipes, heck they could even just replace the pipe all together, but that would cost more than just paying for a ******!!! Again not being a plumber I am sure there are other ways an experienced plumber could solve the problem if in fact they wanted to, but instead they are trying to **** the problem and the cost onto the customer (me in this case)  

  Again the warranty covers the stoppage, but not certain tools, but I am not the one trying to tell them which tools they have to use simply that they DO in fact have to resolve the issue and remove the stoppage.
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 03/20/2025

  We have received Mr. ******* response and after further consideration, have elected to provide a second opinion to assess his plumbing stoppage issue to determine if it can be cleared using the standard snakemethod. We feel it is important to be very clear that Mr. ******* agreement specifically excludes hydro-jetting or camera equipment to either remedy an issue or diagnose it.During our last communication, the appointment was scheduled to take place on March 19th. We reached out to both Mr. ****** and our provider to confirm the appointment took place but were not able to reach them to confirm. We will continue to follow up to ensure a diagnosis is received in order to determine coverage.
  
  We appreciate the opportunity to further review this matter.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 22976650
  
  I am rejecting this response because: I am still awaiting the second appointment to be setup. I have spoken to the plumber that was assigned and explained the issue, but have yet to get an actual date. He said he was hoping to have someone tomorrow, but expected it to be next week sometime at the latest. Until this issue is fully resolved please keep it open.

  I am EXTREMELY frustrated though that cinch is refusing to pay for a larger snake and is basically sending another plumber to do the EXACT same thing as the last one and waste even more of my time.

  I have had to make and receive over a dozen calls and emails over a months time to get a simple stoppage resolved simply because Cinch REFUSES to act in good faith and hold up their responsibilities per the contract.

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

  

  Business Response

  Date: 03/25/2025

  We have received Mr. ******* response and sincerely regret that the appointment did not take place as expected. We have spoken with the service provider as well as Mr. ******* and the new diagnosis is expected to take place later this week (March 24 28). To address Mr. ******* concerns over the type of snaking system Cinch would authorize use of; the warranty states we cover standard snaking of a clog, and we have reached out to the provider to gain clarification on this issue. We are awaiting a response and will follow up with Mr. ****** once we receive the necessary information.
  
  We are committing to continuing to follow up on this matter.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 22976650
  
  I am rejecting this response because: The plumber came out today and was unable to remove the stoppage and indicated that they will be back again with a different machine. They also indicated that the septic tank was full and recommends it to be pumped out. I see that on the plan documents 1 septic tank pump per year IS covered. Please get this scheduled and completed ASAP 
  
  Sincerely,
  
  **** ******

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 22976650
  
  I am rejecting this response because: The plumber came out today and was unable to remove the stoppage and indicated that they will be back again with a different machine. They also indicated that the septic tank was full and recommends it to be pumped out. I see that on the plan documents 1 septic tank pump per year IS covered. Please get this scheduled and completed ASAP 
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 04/04/2025

  We have received Mr. ******* response. The service provider went back to his home on April 4th and reported that the issue with the drain line is either that it is broken, or that it is not connected to anything and simply draining into the ground. He ran a snake system approximately 21 feet and it resulted in the technician pulling back mud. The only way to further diagnose the problem is to run a camera down the line. The use of a camera for plumbing diagnostics is not covered by the **********************, and Mr. ****** will need to seek assistance from an outside vendor of his choosing to use a camera to further diagnose the problem. Once this is done, he will need to present us with a detailed account of the findings of his provider, and from that point we will determine coverage in conjunction with the terms of the Agreement.
  
  Regarding his request to have his septic tank pumped; Mr.******* ********************** expired on March 7th. Because the provider verified that the septic tank being full is not related to the drain line, we are unable to process this service request as it is considered a new issue, and without an active **********************, we are unable to provide further service.
  
  On April 4th we spoke to Mr. ****** to provide him this information, and this matter is ongoing.
  
  Respectfully,
  ****, Customer Relations 

• Initial Complaint

  Date:02/21/2025

  Type:Product 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.

  On 1/20/25 my wall ovens stopped working. I entered a service request. The earliest date available was 2/4. That is TWO WEEKS. I was not happy but I knew I had to accept it. So, the window originally given is 8 to 5. I was supposed to get an email/text the day before or the day of narrowing that window but I did not. The tech came and diagnosed the issue. He "ordered" several parts and said he would be back on February 21. Yes, he was in my kitchen where my ovens were completely useless and tells me that he won't be back until Feb 21 - 17 days from that day. Again I was not happy but also again what could I really do. I received one part in the mail. On 2/17, when I had not received any other parts I called the company to ask about this and was told only 1 part was ordered and NO I could not talk with the technician. Then the *** told me they had an opening on 2/18 - and did I want to reschedule. I jumped at the chance to get a quicker appt. So, I took the next day off since the window was again 8 to 5 and I was sure I would not get an email or text narrowing that. Guess what, NO ONE SHOWED UP AT ALL!! I looked in the app and my request was still showing 2/21 was the next service date so I again chalked it up to bad customer ********************** and decided to just take Friday off. I am writing this complaint because TODAY is 2/21 and no one has shown up yet, so I went into the app and to my utter disbelief I discovered that my request was closed and marked COMPLETED. I immediately called and the person who answered was clearly in another country and was very hard to understand. I was told that since it was closed she could not help me and I would need to open a new request. I was able to finally speak to a person about how opening a new request would be pointless since I had already paid the deductible and I had a part waiting to be used. She told me I could receive service on 3/7. I was livid. At every turn they have made this impossible. I still do not have working ovens.

  Customer Answer

  Date: 03/04/2025

  The company subbed out my repair which was supposed to happen today. Shocking news but that company just called to say they cant make it so once again I am left with non-working ovens. I have tried to reach Cinch this morning but per usual it is VERY difficult to get a human on the phone.

  Customer Answer

  Date: 03/04/2025

  The company subbed out my repair which was supposed to happen today. Shocking news but that company just called to say they cant make it so once again I am left with non-working ovens. I have tried to reach Cinch this morning but per usual it is VERY difficult to get a human on the phone.

  

  Business Response

  Date: 03/11/2025

  We have received Ms. ********** complaint regarding the claim process for her double wall oven. Please know that we understand the value of her time, and do not find it acceptable that appointments were not kept as scheduled. Most recently, the service provider assigned cancelled the appointment on the day it was to take place. Instead of having Ms. ********* wait a number of more days for the reschedule, we elected to move forward with approving to replace the wall oven. Unfortunately we were unable to locate a comparable unit with the distributors with whom we work, and she has been provided with the maximum cash allowance her warranty agreement affords.
  
  Her check has been processed and mailed out via ***************.
  
  We regret that her experience was disappointing, and we appreciate the opportunity to address her complaint.
  
  Respectfully,
  ****, 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:02/21/2025

  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 submitted a claim for my refrigerator and washing machine and they are saying they have not received my payment yet the payment shows it&#**;s gone through on my account. Now they are refusing to come out to fix my H313236**343235363737Hs.

  

  Business Response

  Date: 03/07/2025

  We have received Ms. ***** complaint and reviewed her account. While there was a brief period during January in which we were unable to collect the monthly payment on her account, it was quickly rectified. She spoke with members of our account ******************** department regarding this matter, as well. Our records show that her refrigerator has been repaired at this time.
  
  On March 7th we contacted her directly to address any remaining concerns she may have. We were unable to speak with her directly,and left our direct contact information should she have further questions.
  
  Respectfully,
  ****, Customer Relations
  

  Customer Answer

  Date: 03/20/2025

  Cinch, left a message which included a phone number.  They stated if I had any concerns I should contact them.  I had concerns so I called twice and left a message both times.  I never received a return call. (I had asked the technician that worked on the refrigerator to list the broken parts that needed to be replaced. I told him to check with Cinch to see if they were going to cover the parts and if they wouldn't I would purchase the parts myself) After waiting for a return call, I called them on the 17th of March.  I was given a hard time by the customer ********************** representative when I insisted on being transferred to the ********************** My concerns were replacing the broken shelves in the refrigerator She remined me that my contract did not cover the shelves.  I responded I knew that was true, I told her had been told previously by a Gentleman that they would take care of me because I had emphasized at that time, it had taken 6 months before I got positive results.  She again refused to transfer me to the **********************  She stated, she had to get the supervisors permission before transferring me. I then asked to speak to her supervisor she stated "she's going to say the same thing she had told me."  Her supervisor came to the telephone after a long wait and told me that the parts had been ordered. When they get them, they would call and let me know and them come out and finish the repair work.  

  As of now, I haven't received a call.  I hope that wasn't a way of getting rid of me.  I noticed she didn't refer any of this in her reply to BBB.  i wanted you to know the minute details.  Thank you for your help.

  ****** ****

   

   

   

   

   

   

  thanking for your help.   Ill kep
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  When the

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 22973409
  
  

  Cinch, left a message which included a phone number.  They stated if I had any concerns I should contact them.  I had concerns so I called twice and left a message both times.  I never received a return call. (I had asked the technician that worked on the refrigerator to list the broken parts that needed to be replaced. I told him to check with Cinch to see if they were going to cover the parts and if they wouldn't I would purchase the parts myself) After waiting for a return call, I called them on the 17th of March.  I was given a hard time by the customer ********************** representative when I insisted on being transferred to the ********************** My concerns were replacing the broken shelves in the refrigerator She remined me that my contract did not cover the shelves.  I responded I knew that was true, I told her had been told previously by a Gentleman that they would take care of me because I had emphasized at that time, it had taken 6 months before I got positive results.  She again refused to transfer me to the **********************  She stated, she had to get the supervisors permission before transferring me. I then asked to speak to her supervisor she stated "she's going to say the same thing she had told me."  Her supervisor came to the telephone after a long wait and told me that the parts had been ordered. When they get them, they would call and let me know and them come out and finish the repair work.  

  As of now, I haven't received a call.  I hope that wasn't a way of getting rid of me.  I noticed she didn't refer any of this in her reply to BBB.  i wanted you to know the minute details.  Thank you for your help.

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

  

  Business Response

  Date: 03/27/2025

  We have received Ms. ***** response and sincerely regret that she was unable to connect with us in a timely manner. Please know that we would never disregard a customers contact. Since that time, we have attempted to reach her by phone, although unsuccessfully. We also sent a follow-up email to which she replied. Her concern is of a different repair than what was originally resolved. Ms. ***** warranty does cover the shelving, and she notified us that she wanted to confirm the parts have been ordered. We responded to her email that they have been ordered, but that the service company has yet to receive them.
  
  We will remain in contact with her until this most recent repair is taken care of.
  
  We appreciate the opportunity to further assist her, and respond to her complaint.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 04/05/2025

   
  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:02/20/2025

  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 formally dispute the denial of my recent claim regarding a slow-draining sink. I contacted Cinch Home Warranty to open a claim, and on February 18, 2025, a repair technician was dispatched to my home. The technician attempted to rod the pipes but determined that hydrojetting was necessary due to grease ********** claim was subsequently denied on the basis of foreign objects. However, I have been residing in my home since 1996 and am fully aware of proper disposal practices. I do not pour grease down my drain; instead, I use a separate glass container to collect and dispose of it appropriately. It is also unreasonable to assume that, over the years, normal dishwashing would not result in some grease accumulation. Denying my claim based on an assumption rather than factual evidence is unacceptable.I have been a loyal customer for years, consistently maintaining my payments, and expect my warranty coverage to be honored as stated in my agreement. I request a reconsideration of this claim, along with a clear explanation of how this decision aligns with my policy coverage.Please provide a prompt resolution to this matter. I appreciate your time and look forward to your response.

  

  Business Response

  Date: 03/03/2025

  We have received Ms. ******* complaint regarding the service request for her plumbing stoppage issue. The warranty has clear terms and conditions that outline how coverage is applied. The service provider advised that due to the buildup of grease in the line, it would require hydro-jetting to resolve the problem. Ms. ******* agreement specifically outlines the fact that we do not cover hydro-jetting to clear plumbing stoppages. Furthermore,the policy states that we do not address stoppages due to foreign objects.Excessive grease in the line would be considered a foreign object and would not be considered normal wear and tear.
  
  Ms. ****** is currently working with a case manager on this matter, and a second opinion has been authorized for March 6th.Should the failure be determined to be due to an excessive amount of grease our decision would remain. Her case manager will follow up on the outcome of this appointment and our final decision on her claim.
  
  We appreciate the opportunity to address her complaint.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 03/09/2025

   
  Complaint: 22969925
  
  I am rejecting this response because: I appreciate the opportunity to respond to Cinch Home Services' explanation regarding my complaint. While I understand their policy regarding the lack of coverage for hydrojetting, my primary concern remains unresolved.
  After the first service **********'s visit, Cinch sent a second ********** to address my issue. This ********** performed a rodding procedure on my sink, which unfortunately worsened the situation. As a result, I am now dealing with standing water in my sink that drains extremely slowlyan issue I did not have before the **********'s service.
  I am requesting that Cinch Home Services take responsibility for this outcome and provide a resolution, as my plumbing situation has deteriorated due to their contracted **********'s work. I would appreciate any assistance BBB can provide in facilitating a fair resolution.
  

  Thank you for your time and attention to this matter. 
  

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

  

  Business Response

  Date: 03/20/2025

  We have received Ms. ******* response regarding the issue with her plumbing stoppage. A second opinion was dispatched, and their analysis reiterated what the first company found, which is that there is a build-up of grease in the line which would require hydro-jetting. Ms. ******* plan specifically excludes hydro-jetting as a method of clearing a stoppage. ********* spoke with her case manager on March 7th regarding the fact that our decision to decline coverage will remain unchanged.
  
  We appreciate the opportunity to further address her complaint.
  
  Respectfully,
  ****, Customer Relations 

• Initial Complaint

  Date:02/20/2025

  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.

  This company fails to keep their end of the contract by either not contracting with reparable providers. When I attempted to place a service request online this is when I received the initial message that there was no service provider in my area and to contact the phone number populated on Cinch website. Once I contact this phone number I requested to speak with a manager and this has been ongoing without resolution or resolve and I have recordings that I can provide as evidence and that I did provide this info prior to recording conversations. Service Order # SCCS53EEDE52 This was a return service on a previous repair performed by Cinch.Service requested Service request cancelled Service request cancelled This service request has been cancelled.service information Service type Warranty Repair Service company Sears Home Services - HVAC Repair ************** HVAC Straight Cool - Split System customer information Property address **************************************** Contact information ************** - home *********************

  

  Business Response

  Date: 02/26/2025

  We have received Mrs. ******* complaint and fully understand the importance of having a functioning HVAC unit. After reviewing the details of the claim, we found that the service provider assigned to the case was approved to make repairs using their parts. However, we were notified that the provider did not complete the job as expected, and we have reported this issue to their regional manager.
  
  We strive to deliver timely and effective service to all our customers and regret that we fell short in this instance.
  
  Since the submission of the complaint, Mrs. ****** has requested to cancel her warranty, and we have reached an amicable solution with her. On February 25th, we communicated with Mrs. ****** via email and informed her that she will receive a refund to the card on file within the next 3-5 business days.
  
  We appreciate the opportunity to review Mrs. ******* case and address her concerns.
  
  Sincerely,
  
  ****
  

• Initial Complaint

  Date:02/20/2025

  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 in October to have my septic pumped. I was assigned a service provider that told me they did not do septic and closed my claim. I reopened the claim and received a new service provider the following month. The claim was closed as "completed" on January 18 after back and forth with the service provider who could not find someone to pump my septic. I called to ask Cinch to find me a provider that could pump my septic and they reassigned the service provider who closed my claim. I cannot get ahold of the service provider after several attempts. The extra money was paid towards my warranty contract to add septic pumping and I have been waiting nearly 4 months to have that service completed.

  Customer Answer

  Date: 02/25/2025

  Screenshots note that this is a return service, but there was never even an initial service provided.  Just a phone call from the provider explaining that he had to find someone to pump the septic.   Provider will not return calls, and has not reached out.

  

  Business Response

  Date: 03/10/2025

  We are in receipt of Mr. ******* complaint and understand his frustration with the delays in completing the septic pumping service. Upon receiving the service request, we initially assigned a service provider who,unfortunately, was unable to provide the required septic pumping service, which led to the claim being inadvertently closed. A new provider was assigned;however, due to challenges in finding a suitable technician, the service company was unable to assist with this specific request.  
  
  We have since provided Mr. ****** our Alternate Provider Option, which allows him to select a service company of his choice to complete the required work. We sent him detailed instructions on how to proceed with this option. A follow up call was made to him on March 10th to confirm whether the necessary service had been completed with his chosen provider. We were unable to connect with him or leave a voicemail message, and an email communication was sent.
  
  We are committed to resolving his matter and ensuring ********* has all the tools and information necessary to proceed with the service and be reimbursed for the covered work within the guidelines set forth in his warranty agreement.
  
  If there are any further issues or Mr. ****** has any additional concerns, we are more than happy to assist.
  
  We appreciate your attention to this matter.
  
  Respectfully,
  
  ******, Customer Relations
  

• Initial Complaint

  Date:02/19/2025

  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 2/11/25 Cinch Home Services sent a technician from Alpha Appliance ********** to fix our dryer because it's not heating. The tech arrived and without looking at it or opening it , he said that the vent was dirty. Well, the vent was actually cleaned in July and we always clean the filter each time we use the dryer.The technician insisted so we ended up moving the dryer with him, putting a blower in the vent and showed him that absolutely nothing was coming out except clean air. The tech at that point said he would have to change the "heater" and he also said he would get rid of a loud noise that the machine was making. He worked on it for a few minutes and left in a hurry saying that it was now working and that he had other clients to go see. Did not give us anything to sign.When he left , we tried it out and it was exactly like before. A Cinch policy provides 180 days workmanship guarantee if the problem persists so I went ahead and made another appointment for 3 days later. The day before the appointment Cinch cancelled. When we called to find out why, they said that because of the fact that the vent was dirty, the dryer wasn't working properly and that was due to our negligence. They refuse to honor the ******************************************************************************* to pay another deductible of $150.Our claim was closed based on a lie and Cinch says that once it's closed in the system there's nothing they can do. I find this unacceptable and I think it's actually a FRAUD. I expect a resolution quickly.Also,I intend to file a complaint against Alpha Appliance ********** as well but I cannot find them online. There are 3 companies with that name in our area and none of them has the same phone number I was given. I asked Cinch to give me their address and license number and they said they don't have it. Who did they even send to our house? How is this even possible????

  

  Business Response

  Date: 03/04/2025

  We have received Ms. ********* complaint and understand how frustrating this situation has been. We are committed to resolving the issue as quickly as possible.
  A Senior Case Manager has been in touch with Ms. ******** to address her concerns. After reassessing the clothes dryer, the gas valve was replaced; however, this did not resolve the problem. The claim has since been finalized for a replacement, and she has the option to accept a comparable replacement model, or a claim credit buyout to purchase and install a clothes dryer of her choice. We are currently pending her final decision.
  
  We will continue to work with Ms. ******** to ensure the claim is completed. We encourage her to reach out directly with any questions, concerns, or if further assistance is needed.
  
  We appreciate the opportunity to review her case.
  
  Respectfully,
  
  ******, Customer Relations