Complaints
This profile includes complaints for Cinch Home Services, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,662 total complaints in the last 3 years.
- 788 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:02/20/2025
Type:Customer Service IssuesStatus: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 IssuesStatus: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 RelationsInitial Complaint
Date:02/19/2025
Type:Service or Repair IssuesStatus: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 RelationsInitial Complaint
Date:02/19/2025
Type:Service or Repair IssuesStatus: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 been a member of Cinch Home Warranty since 2021, and I submitted a service request on 2/17/2025 because one of the faucets in my main bathroom is leaking. I paid the $100 deductible, as required, to have a service provider come to fix the issue, and the service provider scheduled an appointment for later that same day. The service provider visited my home in the afternoon of 2/17/2025 and diagnosed the issue and he said that he would have to get approval from Cinch Home Warranty before he could do the necessary work (replace the faucet and the valves). I subsequently had a representative from Cinch Home Warranty call me on 2/19/2025 and tell me that the work that the service provider stated was necessary was not covered under my warranty. Mind you, the warranty information that I received in 2021 specifically said that it would be covered. I promptly asked for a refund of my deductible, but the representative said that it was not refundable. The representative then offered to transfer me to a different department within Cinch, and I was transferred to a "supervisor" who informed me that my warranty coverage had changed (I did not get any notification of that), and that the faucet and valves would not be covered under the new warranty. I reiterated that I had not received any notice that my warranty had changed, and I once again asked for a refund of my deductible. The "supervisor" once again denied my request, stated that the information about my new warranty would be mailed to me, and then disconnected the call.I am, once again, requesting a refund of the $100 deductible. I submitted the service request based on the coverage outlined in the warranty agreement that I was given in 2021 and I was not informed of the new warranty. I certainly would not have submitted a service request and paid a deductible if I had been informed.Business Response
Date: 03/04/2025
We are in receipt of Ms. ******** complaint. We want to ensure all our customers receive the full benefit of their home protection plan and have completed an in-depth review of her complaint and claim.
The technicians assessment determined the faucet would need to be replaced. While Ms. ******* does carry coverage for plumbing systems and plumbing pipes, faucets are specifically excluded from coverage under the warranty agreement. While she indicated the warranty terms had changed, we want to clarify that faucets have always been excluded from coverage, and there have been no recent changes to these exclusions.
Please know that we strive to provide clear and transparent coverage to our customers. We have provided Ms. ******* with a copy of the policy for her records and encourage her to follow up directly should she have any questions regarding the coverage details. Although it is not our normal process to do so, we have refunded her deductible payment as a one-time customer concession.
We sincerely apologize for any confusion that occurred and appreciate the opportunity to review her case.
Respectfully,
******, Customer RelationsCustomer Answer
Date: 03/13/2025
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:02/19/2025
Type:Customer Service IssuesStatus: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 February 11th, my hot water heater exploded. I have a home warranty with Cinch Home Services. I made a claim on the same date. They wanted me to use their provider but that business would not have been able to get here until February 14th. They authorized me to use Basil Plumbing. ***** sent them an invoice for $1400 along with pictures of the damaged hot water heater. I am now getting the run around for a charge that was taken out of my *** account for $150 deductible which was not authorized and for the $1400 which is owed to Basil.Business Response
Date: 03/04/2025
We are in receipt Ms. ****** complaint. We understand the frustration she has experienced and apologize for the inconvenience. After reviewing the details of her claim, we would like to provide clarity on the steps taken and the current status.
Since we did not have availability for a network service partner in Ms. ****** area, she was authorized to use a service provider of her choice as a quicker way to complete her claim. Her invoice was submitted, which included a diagnosis and a quote for replacing the damaged water heater. We have been in the process of gathering additional information, including the cause of failure for the gas valve and a breakdown of the associated costs, in order to finalize our approval.
To resolve her concerns, we are approving the full payment for the costs she incurred,minus the $150 deductible that was previously refunded. We have informed ******** of this update, and she should receive her check by mail within 7 to 10 business days.
Should ******** have any questions or if the payment is not received within the specified time frame, we encourage her to reach out to us directly.
We appreciate the opportunity to review her case.
Respectfully,
******,Customer RelationsInitial Complaint
Date:02/19/2025
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We paid for service that we are not receiving. There have been 3 cancelled appointments for repair of our washing machine covered under our warranty due to no shows. The warranty company is giving us the run around and asking us to do their job. No repair technicians are available in our area for their network. This situation is costing us more money than the service we paid for and agreed to which is supposed to save us money and time. We have lost both.Business Response
Date: 03/04/2025
We have received Mr. ****** complaint regarding the service job for his clothes washer, and the missed appointments. We understand the need to have a working clothes washer, and the value of Mr. ****** time. We sincerely regret the delays that occurred during the course of his claim.Please know that we do not find it acceptable for multiple appointments to result in no technician showing up to either diagnose the item or complete repairs. We will use this occurrence as a learning moment to improve our processes.
Our records show that Mr. ***** elected to move forward with replacing his clothes washer, and discontinue his warranty plan. He received a partial refund for the cost of the policy for the current contract term.Because no diagnosis was performed on the clothes washer, we are not able to assess the situation to determine coverage. As a customer ********************** gesture,weve provided additional reimbursement for the cost of the warranty to make it so that Mr. ***** is refunded the complete cost of the contract for the current term.
On March 4th we reached out to him by phone, and left voicemail messages. We will also follow up with an email communication.
We regret to have lost him as a customer, but appreciate the opportunity to address his complaint.
Respectfully,
****, Customer RelationsInitial Complaint
Date:02/18/2025
Type:Service or Repair IssuesStatus: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.
In December of 2024 my heat pump stopped working at my house. I have ***** Home Warranty that is handled by Cinch. I called in to report it and after they seen they do not have any providers in our area I was to choose the contractor of my choice. I did receive two bids from two different contractors. One was $1,000 less but BOTH contractors said that it was a replacement job as this unit is 15 years old, could not get the parts to fix it and the freeon that was in the unit was discontinued as of January 1st 2025.I sent both bids to Cinch and they came back with excessive costs and they would only cover $1063 out of the $5042.67 bill. They said because no repair has never been done on my unit they will cover the cost to repair it not replace. I have called serveral times, have gotten hung up on, emailed several times to try to explain that we can't get the parts as the unit is ****************************************** Today I asked if they can please give me a number so my contractor can contact the team that decided this and they will not give me a phone number so my contractor can tell them the issue. I asked who can I talk to, to explain and all I get is sorry this is our decision. I get is a woman that doesn't speak English, doesn't have any education in heating systems and will not go to any management to resolve this. My warranty is good for $10,000 and it states right in my literature that if something can't be fixed it will be replaced with an equal item with $100 deductible. I have been a customer of theirs since ******* you need emails of any correspondence I have many stating exactly this with the bids and pleading for someone to please help me. I don't know what to do but this is a scam. I pay $79 a month for this service and they not living up to what their contract says.Business Response
Date: 03/04/2025
Thank you for bringing Ms. ******* complaint to our attention. We are currently in the process of reviewing all the details related to her claim and concerns regarding her heat pump service request.
We are currently reviewing the information provided, including the contractor estimates and the warranty coverage terms, to ensure a thorough review. We understand the importance of resolving this matter and are committed to providing an appropriate resolution in accordance with the terms of the warranty agreement.
Once our review is complete, we will follow up with Ms. ****** directly to address her concerns and provide an update on the next steps.
We appreciate her patience and the opportunity to resolve this matter.
Respectfully,
******, Customer RelationsCustomer Answer
Date: 03/19/2025
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:02/18/2025
Type:Service or Repair IssuesStatus: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 purchased my house on January 23, 2025. And 5 days later, January 28, 2025, I smelled gas in my kitchen and so I reported it to *******************. A technician was dispatched to my home. He located 2 gas leaks in my kitchen and my basement. He then turned off the gas and issued red cards with repair instructions. Consequently, in the middle of a very cold winter, my house had no gas, no heat, no water and toilet. The next day, January 29, 2025, I contacted CINCH Home Services for help by filing a claim. On Monday, February 3, 2025, ******* ******* told me my home was "uninhabitable" and 2 days later, ******* ******* informed me CINCH would not help me, at all because my house is illegal and has code violations. Imagine that.Needless to say I was shocked, disappointed and hurt when CINCH refused to help me. Furthermore, I felt I was being abused by CINCH because I was in a crisis and CINCH willfully refused to help me. And during the entire stressful process, it was too much for me to drive 4 hours round trip from the apartment I was vacating to my house, so I incurred additional expenses having to sleep in hotels near my house.I purchased my house in good faith. I paid for a home inspection, I paid for a sewer inspection, I paid for an appraisal, I paid for CINCH home warranty services and at no point and time was code violation mentioned.Purchasing CINCH home warranty services was supposed to have given me peace of mind. But instead it caused me a mountain of distress. CINCH lied when it advertised "Request. ******. Relax."Business Response
Date: 03/03/2025
We have received Ms. ******** complaint regarding the claim denial for her gas line service request. We understand that it is upsetting to learn a claim does not qualify for coverage under the terms of the warranty agreement. In this instance, it was determined that the gas lines were not up to code, and therefore needed to be replaced. The Agreement outlines that we do not cover code upgrades. In this situation, it was discovered that there was copper piping leading to the stove, which is not allowed by code. We did provide coverage for the fittings, which is the portion of the work that is addressed by the contract.
As with any plan of this sort, coverage is not all-inclusive and certain terms and conditions apply. Her case has been reviewed thoroughly,including by our legal department, and our decision stands firm. We are unable to address the upgrades that need to take place in order to bring her gas lines up to code.
We appreciate the opportunity to address her complaint.
Respectfully,
****, Customer RelationsCustomer Answer
Date: 03/04/2025
Complaint: 22949772
I am rejecting this response because: at no point and time did I request any sort of "upgrade" from CINCH. The gas company said fix the gas leaks. And so my only request to CINCH on January 29, 2025, was to fix the gas leaks which was covered under my policy. Just please fix the gas leaks was my only request. And as we already know, CINCH flatly refused to fix the gas leaks. However, something must have changed at CINCH because on Monday, February 24, 2025, CINCH sent me 2 communications via text and email offering to fix the gas leaks---please see attachments. Well, since CINCH wanted to do the right thing by fixing the gas leaks, then CINCH should reimbursement me $1,245.00 which is a fraction of what their plumbers wanted to charge ($3500.00 and $2400.00). Plus, since I was forced to sleep in hotels near my home, CINCH should also reimburse me $540.00 for hotel charges.
Sincerely,
****** *******Business Response
Date: 03/14/2025
We have received Ms. ******** response. We understand that she did not request for upgrades to be made. To clarify, the repairs that had to be performed were predominately upgrades to the piping to bring it up to code, by law. Her warranty excludes work that only consists of code upgrades.The email she received was the approval for the covered portion of her ******** we previously stated, this matter was reviewed by our legal department and our decision stands.
We consider this matter closed.
Respectfully,
****, Customer RelationsCustomer Answer
Date: 03/16/2025
Complaint: 22949772
I am rejecting this response because: CINCH is claiming I was only requesting upgrades which is a blatant lie. The Red Cards from the gas company were specifically for fixing the gas leaks and that is all I requested from CINCH. Those CINCH plumbers wanted extra monies hence their inflated reports---$3500.00 and $2400.00. A $100.00 check arrived from CINCH yesterday and it is absolutely incorrect. CINCH caused me a lot of unnecessary physical, mental, financial and nutritional suffering and I should be reimbursed $540.00 for having to sleep in hotels near my house, $1245.00 for fixing the very problem my home warranty policy should have fixed and $40.89 penalty CINCH imposed on me for cancelling said policy. I am a senior citizen with limited income and I should be reimbursed. When I read CINCH's slogan, "Request. ******. Relax" I believed it, I did not know it was false advertising. CINCH should be held accountable for lying to me, tricking me and stealing from me.
Sincerely,
****** *******Business Response
Date: 03/21/2025
We have received Ms. ******** response and hope to clear up the misunderstanding about what the term code upgrades refer to. We are not suggesting that she requested these upgrades. What we meant to convey is that the upgrades were required by law. When the diagnosis was performed, it was discovered that certain upgrades that had to be done to effect repairs. For example,it does not meet code requirements to utilize copper piping for a gas line. The provider discovered this to be the case, and that piping had to be changed out to comply with these regulations. Her warranty agreement only addresses covered items that have suffered a mechanical failure due to normal wear and tear.Because there wasnt an actual failure with the piping, the warranty would not address this issue.
All of this information can be found within Ms. ******** warranty agreement. As previously stated, our legal department reviewed this matter and our decision is final.
Respectfully,
****, Customer RelationsInitial Complaint
Date:02/15/2025
Type:Service or Repair IssuesStatus: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 Dec 26, 2024 I called about our fridge doesnot work. Tech came out and Jan 2 2024 and told my husband he would order parts. First Jan 9, 2024 appointment was canceled notes in your system said ***** was not going to be at home, which was a lie. All parts apparently are here. ****** realized he needed an condensor also which was recently received. These appointment have been canceled and rescheduled over 10 times, recent one February 14th he said his truck broke down, he rescheduled for February 24th. We are going to leave that day and time. Before when he canceled we would reschedule for an earlier time. But he never showed. February 14th one of the representatives said he would call within 30 minutes, maximum 1 hour, no call received. This is a shame that your technicians and customer ********************** representatives don't even seem to care that paying monthly for warranty services that are not being provided. I'm sure ****** has a manger he reports to when jobs are not completed. Representatives say they will write him up, well that didn't work. This is terrible no fridge since December 26th, had to throw all our food out that was spoiled and your representatives say that it's not covered under our plan to be reimbursed. So many times ****** has not showed up I check your link to the website it says 1 stop and a window time estimate of arrival and he still never shows up then it's canceled. Why couldn't we be the first on his stop in the morning to complete his job, when he cancels. Praying we will receive a response, because this doesn't make no sense. NO FRIDGE SINCE DECEMBER 26, 2024. This is very hard to manage, all your representatives do is say they are sorry, well sorry constantly ain't fixing our fridge, that is an necessity we need daily. I am sure all this information is documented. Awaiting for someone to reply. Thank You, *****. ******* # is ************Business Response
Date: 02/28/2025
We have received *** and Mrs. ******** complaint regarding the service job for their refrigerator. We understand how important it is to have a working refrigerator, and regret the delays and missed appointments that have occurred. Please know we also recognize how important it is that our customers are able to find satisfaction with our customer ********************** team, and apologize that this was not the Garretts experience. We have been working with them since submission of their complaint, and unfortunately on the date the repair was to take place, it was discovered that one of the parts ordered was incorrect. Rather than have them wait for a part reorder, we determined the best course of action forward was to replace their refrigerator. We have been in direct phone communication with *** ******** and on February 27th he notified us that they would take the cash buyout of equal value to their claim in lieu of the replacement model we offered.
The Garretts should expect to receive their check no later than March 13th.
We appreciate the opportunity to assist them in resolving this matter, and the opportunity to respond to their complaint.
Respectfully,
****, Customer RelationsCustomer 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.I just also want to add that this should not have even went this far to contact the BBB, when we were constantly in contact with there service representatives. Delay after delay and excuse after excuse.
No fridge from December 26, 2024 till February 26, 2025 and still paying the warranty plan for the fridge.
BBB thank you for your assistance in this matter.
Sincerely,
***** and ***** *******Initial Complaint
Date:02/14/2025
Type:Service or Repair IssuesStatus: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 with Cinch Home Services regarding my refrigerator that failed while I was away. The failure was doe to the coolant leaking out completely, resulting the refrigerator ceasing to cool which resulted in a refrigerator filled with spoiled food which, in turn, resulted in thousands of fruit flies and maggots throughout the refrigerator. Cinch denied the claim because, in their words, The unit failed as a result of pest damage. How absurd! Here is their denial email: DO NOT REPLY Plan Number: ******** Service Job: SCCT14559606-1 Dear ***** ********, Thank you for being a valued Cinch customer. Your ********************** request is important to us. We have carefully reviewed the details of your REFRIGERATOR claim along with the terms and conditions of your plan. As you may be aware, your plan has certain limitations and exclusions and not all items or conditions are covered by your plan. We are sorry to inform you that we must decline your service request for the following reason(s): The home service contract only applies to mechanical failure due to routine wear and tear. The home service contract does not apply to failures due to animal, pet and/or pest damage.A summary of your service technicians diagnosis is below: The unit failed as a result of pest ********* see the details of coverage related to this claim in your service agreement, please log into My Account and refer to: Section: III. When Your Coverage Applies Subsection: 1 Where in it states,1. We agree to pay the covered costs to repair or replace the Items listed as covered on your Agreement Coverage Summary Page if any such Items become inoperable during the term of this Agreement due to Mechanical Failure caused by routine wear and tear. We are not responsible for repairing or replacing Items, assembly or parts that do not contribute to the primaryBusiness Response
Date: 02/27/2025
We have received Ms.********** ********* concerning the denial of her refrigerator claim. We want to acknowledge the frustration this situation has caused her, especially in not receiving the support they need. We have conducted a thorough review of her claim and determined that, given the extended absence, a second opinion is necessary to confirm the diagnosis and cause of failure.
On February 24th, we had a conversation with Ms. ******** about obtaining a second opinion. She shared with us that she had previously attempted to provide documentation to other agents, but they were not receptive to her concerns. Feeling discouraged, she made the decision to replace her unit. Ms. ******** forwarded the documentation directly to our specialists, who reported that while the compressor and all fans were operational, the unit was not cooling. It was determined that the sealed system had failed due to a refrigerant leak. The repairs were deemed too expensive for this unit, which was then considered for replacement. The second opinion confirmed that pest issues did not contribute to the problem, allowing us to reverse the original decision and to approve her claim for a replacement. Ms. ******** accepted a cash allowance in lieu of the replacement since she had already purchased a new unit. We sent her check via Federal Express priority mail, and she is expected to receive it by the end of the day on February 27th.
We appreciate the opportunity to address Ms. ********* concerns.
Sincerely,
Jasmine, Customer Relations
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