Complaints

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

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

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• 

  Cinch Home Services, Inc.

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

  
• 

  Cinch Home Services, Inc.

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

  
• 

  Cross Country Home Services

  1520 E Greenville Street, Suite K Anderson, SC 29621

• 

  HMS Home Warranty

  2650 Fountainview #200 Houston, TX 77057

• 

  HMS National

  Homegard Warranty 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:06/03/2025

  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.

  I am attempting to cancel my warranty and the company refuses to stop payment. They indicate it is a yearly contract and the payment can't be cancelled until March of 2026.

  

  Business Response

  Date: 06/14/2025

  We are in receipt of Ms. **** complaint.  According to our records, the home warranty policy was successfully cancelled effective June 3, 2025, in accordance with her request. No further payments will be processed, and no additional charges are scheduled.
  
  We regret any confusion regarding the cancellation terms. While our policies are typically set on annual agreements, we do honor cancellation requests, and in this case, the account has been closed accordingly.
  
  If the Mrs. *** believes she was charged in error after the cancellation date or needs documentation for their records, we welcome them to contact us directly so we can assist further.
  
  We consider this matter resolved, as the cancellation has already been processed and no additional payments are due.
  
  Respectfully,
  
  ******, Customer Relations 

  Customer Answer

  Date: 06/15/2025

   
  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:06/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have paid for a plan for the last two years and have not been able to take advantage of the maintenance care for my air conditioning. I contacted the company today and was advised that I missed the service window. However, I was not aware that there was an exact period. I contacted customer care and was informed of this date and was asking for where I could find it to make note for future reference. Once placed on hold, the call was dropped or disconnected.

  

  Business Response

  Date: 06/17/2025

  We are in receipt of Ms. ******* complaint. The preventative maintenance benefit is a valuable part of the home warranty plan, and we sincerely apologize for the inconvenience she has experienced regarding this service.
  
  We regret that ********* was not aware of the seasonal windows during which preventative maintenance visits are available. For clarification, customers with active plans are eligible for two preventative maintenance visits each year during the following timeframes:
  
  Air Conditioning: February 1 May 15
  Heating System: August 1 November 15
  
  We understand that it may not have been clear these services must be scheduled within those designated windows. While the air conditioning maintenance period has passed for this year, we are issuing Ms. ****** a payment that she may use toward air conditioning maintenance from a service provider of her choice.
  
  Additionally, we apologize for the dropped call and any confusion she experienced while trying to obtain assistance. We value her feedback and will use it to help improve our communication and support processes.
  
  We appreciate ********** business and encourage her to reach out directly if she has any further questions or concerns.
  
  Respectfully,
  
  ******, Customer Relations 

  Customer Answer

  Date: 06/18/2025

   
  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. I will receive an payment in the amount of $125 to find my own service provided to have my air conditioner serviced for cleaning. 
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:06/02/2025

  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 has been out to fix my dishwasher 5 times. The last time, they said they were done... however, in the contract - they state if they cannot fix something they replace it. I have paid my monthly fee to them from the beginning in good faith, and they have not held up their end of the contract. They claim the last time a technician was here (April 30, 2025) that he stayed for the entire dishwashing cycle and the dishwasher worked fine. I have a ring camera that has him entering my house at 12:52pm and leaving my house at 1:04pm. My dishwasher cycle is 1:34. He did not stay and my dishwasher is still not operating properly. I would like it fixed or replaced as they promised.

  

  Business Response

  Date: 06/13/2025

  We have received Ms. Campbell’s
  complaint regarding the service job for her dishwasher. Please know it is our
  mission to provide our customers with a stress-free, efficient claim process
  and regret that this has not been her experience. The recent technician
  reported that he ran the unit on a test cycle, and was not able to locate a
  mechanical failure due to normal wear and tear. While we acknowledge Ms.
  Campbell’s assertion that her dishwasher is still not functioning properly, we
  can only make coverage decisions based on the information presented to us by
  the industry professional who assessed the unit.
  
  To ensure that the right
  decision has been made, we are authorizing a second opinion to perform a
  follow-up diagnosis. We spoke with Ms. Campbell on June 13th to let
  her know we are working on locating a provider for her, and will remain in
  contact.
  
  We appreciate the opportunity
  to address her complaint.
  
  Respectfully,
  Dena, Customer Relations 

• Initial Complaint

  Date:05/31/2025

  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 was convinced by cinch services to leave choice home warranty and have a contract with them the first time I went to make a claim they charged me $150 for the service the plumber came stayed for 5 minutes said you had a water heater is leaking took some pictures and left after that they said oh you need to get an appraisal of your house a house appraisal doesn't detail appliances they didn't tell me this up front they just said put it in service call and we'll fix it if not we'll replace it now they say oh well you need to get your stuff inspected don't you think that's what you should do at the beginning of the contract so you know the condition of the appliances they told me lies on three different days starting approximately on May 29th ******************************************************* I had to get it inspected I asked to be connected to their cancellation department where on a recorded call one of their guys told me I spoke to the higher *** we are going to send one someone out to inspect it today or tomorrow and once they report back we'll replace it I waited I contacted them I got a completely different story from the next person I talked to oh no you going to have to get it inspected they were giving me the runaround and just trying to delay me so I guess they wanted me to give up this is not how you do business I had choice home warranty I could have just got them to do it kept them and got them to do it for the $80 fee now I don't have any home warranty insurance so I'm going to be out $900 which I think they should re paid to me because they did not do what they told me they would when we first made this contract and they gave me four or five different stories over the course of me calling into them with no resolution a very unreputable company I think they were trying to insinuate that the stuff was already broken so I tried to get them to fix it so you mean to tell me I let my water heater leak on my floor for 2 months before I called for service

  

  Business Response

  Date: 06/06/2025

  We have received Mr. ******** complaint regarding the issues he experienced with his water heater claim, and we sincerely apologize for the frustration this situation has caused.

  Upon a thorough review of his claim, we acknowledge that there were missteps in the handling of his request. Specifically, the request for inspection documentation was unnecessary, as Mr. ******* has been residing in the home since 2018. Unfortunately, miscommunication around this requirement contributed to unnecessary delays in processing his claim. We understand that, due to these delays, Mr. ******* chose to proceed with the replacement independently. We fully recognize and regret the inconvenience this caused him.

  
  We have reimbursed Mr. ******* for the cost of the water heater replacement. A check has been issued and is expected to arrive within 7 to 10 business days. Additionally, as requested, his service contract has been canceled, and a refund for the associated charge has been processed. The funds should be reflected on the original payment method within 3 to 5 business days, depending on the card issuer.

  
  We appreciate Mr. ******* bringing this matter to our attention and again apologize for the inconvenience he experienced
  
   Sincerely, 
  
  Jasmine, Customer Relations  

  
  

  Customer Answer

  Date: 06/06/2025

   
  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:05/30/2025

  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 April 22, 2025, I contacted Cinch home warranty about my refrigerator not working properly and the freezer not freezing anything up top. They assigned Asset Service, where they came and did a diagnosis and said it was the compressor and freezer timer. After not hearing back from them for parts and coming back out to fix it, I called Cinch in which they told me Asset Service told them it was a warranty and I had to contact the manufacturer. I contacted the manufacturer and they told me the warranty expired. I relayed this to Cinch and they made me send documents stating from the manufacturer that there was no warranty. They gave me an email address, in which they were not receiving the documents even though I got email confirmation they were, and they wouldnt contact the manufacturer. I had a ticket number the manufacturer gave me so they could explain the warranty was up. This went on from May 13th 2025 until May 20th 2025 after asking for a different email and Cinch finally receiving the documents. It is now May 30th 2025, and I am still without a refrigerator. I am still waiting on information on how proceeding with ordering parts and scheduling my appointment will go.

  

  Business Response

  Date: 06/13/2025

  We have received Mr. Johnson’s
  complaint regarding the service job for his refrigerator. We sincerely regret
  the frustration he has experienced in seeking a resolution. Please know that we
  strive to ensure the claim process is clear and efficient. In the case of his
  warranty agreement, it states that any manufacturer’s warranty supersedes the
  home warranty. Mr. Johnson did provide a document showing the warranty was
  expired on his refrigerator. After completing a review of his claim and based
  on the diagnosis of a sealed system failure, we have elected to replace his
  refrigerator.
  
  He will receive an email with
  the options to accept either a replacement we are offering, or a cash buyout to
  put toward purchasing the unit of his choice.
  
  On July 13th we
  left him a voicemail with our direct contact information, and will follow up on
  his decision.
  
  Respectfully,
  Dena, Customer Relations 

• Initial Complaint

  Date:05/30/2025

  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 central ac stopped cooling. Entered a service request to fix with Cinch Home warranty. At first, they assigned us to an HVAC technician from another city. After calling them multiple times they reassigned us to a local HVAC tech. The local HVAC tech came out the next day for diagnosis and submitted the diagnosis that same day. We are still waiting from Cinch for a resolution. No resolution yet and we are suffering from heat. Cinch needs to resolve this in a timely manner with dates not just saying we just have to wait. Dissappointed with the claims process of Cinch.

  Customer Answer

  Date: 05/30/2025

  Filed the initial claim with Cinch on May 23 and paid $120. Tech diagnose on May 26 as of now we still havent heard from Cinch if the parts has been ordered and when it is arriving or if the parts is unavailable. We are suffering with extreme heat in our home.

  Customer Answer

  Date: 06/03/2025

  Tech came in on 6/2 with the parts and installed the parts. HVAC is still not cooling. Called Cinch and they told us that they will send a new tech. We are now in the 2nd week without air conditioning. We are suffering from heat exhaustion in our home with 100+ degree temperatures.

  

  Business Response

  Date: 06/05/2025

  We have received Mr. ******** complaint and regret to learn of their dissatisfaction with the air conditioning claim. We understand that multiple providers have visited the home and that repairs have been attempted.

  We acknowledge that during the most recent appointment on June 4th, the compressor was diagnosed as the source of the failure, and we proceeded to take action to move forward with the repair. On June 5th, Ms. ****** accepted the claim credit buyout in lieu of the repairs.

  Given the delay in their claim, we are processing their claim credit check to be processed via ***************. The ******** will receive the check within the next 2 to 3 business days. 

  We appreciate the opportunity to review and address this complaint.

  Respectfully,
  ********
  Customer Relations

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23397289
  
  I am rejecting this response because Cinch is only going to replace the compressor knowing that the entire HVAC system is 21 years old, other components will most likely stop functioning and will need replacement. Cinch claims process is taking excessively too long for us to wait and have to suffer from heat without a working HVAC system. Even Cinch cash replacement option is too low and not even enough to buy a replacement compressor. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 06/20/2025

  We have received Mr. ******* response and understand that he remains dissatisfied with the pricing provided. As previously stated, our policy allows us to approve repairs only for components that have failed. At the time the claim was opened, the compressor was determined to be the sole cause of failure. We would not cover upgrading other components from possibly failing in the future.

  Mr. ****** accepted the approved claim credit for the necessary repairs. He is welcome to proceed with those repairs or pursue a full system replacement at his own discretion.

  According to our records, the claim credit check was delivered on June 9th. Based on this resolution, we consider the matter closed.
  
  Respectfully,

  ********,
  Customer Relations

  Customer Answer

  Date: 06/20/2025

   
  Complaint: 23397289
  
  I am rejecting this response because of the unfair and deceptive business claim practice of Cinch. They gave us 2 options to repair the condenser with an out of pocket cost of $2000+  or a cash out worth $840 which is only a fraction of a cost of a new condenser only. Cinch should have at least given us the cost of a new condenser.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:05/29/2025

  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 numerous occasions, I have encountered issues that have not been resolved, and essential needs have been delayed for extended periods. It appears that the company prioritizes its own interests over customer satisfaction and the provision of essential services.

  

  Business Response

  Date: 06/12/2025

  We
  are in receipt of Mr. Maher’s complaint and have fully reviewed his account.  
  
  To
  date, Mr. Maher has only filed a service request regarding a refrigerator
  issue, which was initiated on May 28, 2025, and assigned to one of our
  authorized providers. The technician completed a diagnostic visit and
  determined that a control board replacement was required. The necessary part
  has been ordered, and the installation is currently scheduled for June 16th.
  
  We
  understand that delays in securing both appointments and parts can be
  frustrating, and we strive to minimize those wait times as much as possible. In
  this case, the timeline reflects both provider availability and part
  procurement, and we appreciate Mr. Maher’s patience while we work to complete
  the repair.
  
  We
  have provided Mr. Maher with our direct contact information should he need any
  additional support or assistance while this request is being resolved.
  
  We
  remain committed to ensuring the service is completed to his satisfaction and
  appreciate the opportunity to review his case.
  
  Respectfully,
  
  Angela,
  Customer Relations 

• Initial Complaint

  Date:05/29/2025

  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.

  Plumbing issues. called ********** warranty cause weve been paying for the monthly to a home warranty program. My basement was flooded. We had to turn the water off three later they called me back and they said they could not find a technician to come out to my house although they charged me $125 deductiblefor doing no work so I had to pay the plumber to come out and I paid him in full and now since it will not pay for the repairs or give me $125 back even though they did not work, they said thats my deductible for the service which it clearly is not because they didnt do any work

  

  Business Response

  Date: 06/12/2025

  We are in receipt of Ms. Hoyt’s
  complaint regarding her recent plumbing service experience. We sincerely
  apologize for the inconvenience and frustration, particularly related to the
  delay in securing a technician and the resulting out of pocket expense. We
  understand how stressful unexpected plumbing issues can be, especially when
  they involve time sensitive repairs.
  
  Since submission of the
  complaint, a Senior Case Manager has reviewed the matter in detail. We have
  approved a reimbursement for the covered costs, and payment was issued
  electronically on June 3, 2025.
  
  We appreciate Ms. Hoyt’s patience
  while the matter was being reviewed and resolved. At this time, no further
  action is required, and we consider the matter closed.
  
  Should Ms. Hoyt have any
  additional concerns, we remain available to assist.
  
  We appreciate the opportunity to
  review her case.
  
  Respectfully,
  
  Angela, Customer Relations
  

• Initial Complaint

  Date:05/28/2025

  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.

  Claim was submitted to replace a faulty AC unit with a gas leak and not cooling in over 100 degrees. Cinch failed to send a AC tech on several ocasions so we were instructed to go ahead and get our own tech areived the same day and replaced the unit but Cinch has not paid the $6548 cost of unit.

  

  Business Response

  Date: 06/11/2025

  We have received Mr.
  Salazar’s complaint regarding the reimbursement he is seeking for having his
  air conditioning system replaced outside the warranty process. Mr. Salazar
  placed a request for service on August 19th, 2024. The first
  provider assigned could not be at his home until August 23rd, 2024,
  and so we reassigned the service job to a company who could be out on August 21st,
  2024. Instead of allowing the warranty process to take its course, Mr. Salazar
  elected to have his system replaced on his own, with an outside vendor, without
  prior approval by us.
  
  The warranty agreement
  explicitly states that any work performed without our prior approval will not
  be reimbursed. Mr. Salazar was advised by his case manager that he was not
  authorized to use an outside vendor, and that if he went forward with having his
  system replaced by the provider of his choice, it would be considered
  unauthorized work.
  
  On June 11th we
  tried to reach him by phone but were unsuccessful in speaking to him. We left
  voicemails on both numbers on file with our direct contact information should
  he wish to discuss this further.
  
  We respectfully decline his
  request for reimbursement, and consider this matter closed.
  
  Respectfully,
  Dena, Customer Relations
  

• Initial Complaint

  Date:05/28/2025

  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.

  Good afternoon I have a issue with Cinch home warranty I requested service on my Washing machine on 04/11/25 and my dryer on 04/23/25 Dr. ********************** has since been dispatched to my home each time a different technician has come and inspected both the washer and dryer and to date neither one has been repaired the dryer still has no diagnosis.I am a disabled Veteran therefore I rely upon my washer and dryer to clean my familia clothing, for the past six weeks I have had to spend over $100 to wash my clothes at the laundromat which is something Im unable to do alone because of my disability, its been extremely stressful and difficult dealing with with the warranty company especially since they can only be reached by email. I had a scheduled service appointment yesterday with Dr.appliance it was a no show so Im left utterly exhausted and frustrated with the entire situation I just want my washer and dryer dry repaired and the service fee refunded or three months without warranty payments .

  

  Business Response

  Date: 06/12/2025

  We have received Ms. Garner’s
  complaint regarding the service jobs for her clothes dryer and clothes washer.
  Please know that we understand the importance of having functional laundry
  appliances in the home, especially in Ms. Gardner’s unique circumstances. It is
  never our intention to delay resolution of any claim, and we have reviewed the
  information available. Our records show that the clothes washer has been
  repaired, and that an appointment for the clothes dryer is scheduled for June
  11th. On June 11th we contact Ms. Garner by phone to
  confirm the washer is working properly, and to commit to following up on the
  job for her dryer until it is fully resolved. We were not successful in
  speaking to her, and left a detailed voicemail message with our direct contact
  information. We also sent an email communication.
  
  We regret the frustration she
  has experienced during these claims, and appreciate the opportunity to address
  her complaint.
  
  Respectfully,
  Dena, Customer Relations