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

• 

  Cross Country Home Services

  1520 E Greenville Street, Suite K Anderson, SC 29621

• 

  Homesure of America

  648 Grassmere Park Nashville, TN 37211-3663

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:02/18/2025

  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 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 Relations
  

  Customer 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 Relations 

  Customer 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 Relations 

• Initial Complaint

  Date:02/15/2025

  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.

  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 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.

  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 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 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 primary

  

  Business 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  
  

• Initial Complaint

  Date:02/14/2025

  Type:Order 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.

  Company signed me up without my consent. I never signed any agreement with this company. I have cancelled and requested a full refund due to this fraudulent action.On 10/18/23 while shopping at ********** I was approached by a representative about this service I declined and thought that was the end of it. They fraudulenting stole my account information and signed me up for the service.

  

  Business Response

  Date: 02/27/2025

  We are in receipt of Ms. ********* complaint, and we take her concerns seriously. Our goal is to address any issues in a fair and transparent manner, and we regret any confusion or frustration this situation may have caused.
  
  After thoroughly reviewing the details of her complaint, we would like to clarify the situation. According to our records, Ms. ******* did enroll in our services. We have documentation to support this, including a welcome email and a confirmation letter that was sent to her upon enrollment.Additionally, we sent a renewal notification in October 2024, further confirming her continued enrollment in the program.
  
  We understand Ms. ********* concern regarding her enrollment. We want to assure her that the policy was cancelled on 02/14/2025,and no further billing will occur. We sincerely apologize for any misunderstanding and for any inconvenience caused.
  
  We value our customers and are committed to addressing concerns in line with our policies and procedures. Should Ms. ******* have any additional questions or need further assistance, we are happy to provide the necessary support.
  
  Thank you for bringing this matter to our attention. We appreciate the opportunity to review her case.
  
  Respectfully,
  ******, Customer Relations

• Initial Complaint

  Date:02/13/2025

  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 put in a claim with home warranty for the shower leaking. Their plumbing contractor did a repair. It was a recall later because it was still dripping that time they told me I would need to pay $700 along with what the warranty company would cover to fix it at that time. I didnt have the money the plumbing contractor Kept after me telling me that I had to cancel that order So I did. And shortly after I did get the money to fix the problem so I put in another claim the 125 deductible-already had been been paid because its initial claim I received a text an email that my appointment with the plumber would be on the 11th of February, which was 10 days out from when I applied for service the day of the 11th after receiving a reminder email that my appointment was on the 11th. I got a text at 8 AM said that my appointments was on the 19th I called The plumber contractor and they said that I never had an appointment. I called cinch call line and they were insuring that my appointment was that day between 8 and 5 .I politely asked to speak to a manager or have a manager. Call me because Id already spoken with the plumber contract that said that they werent coming that day and no one ever called me Back so now theres another appointment out on the 19th Again confirmed by email and whats going to happen with that appointment? I just dont think its right just to be left hanging at their mercy And not knowing what to expect. Its just not a good business practice not to care about your customers.

  

  Business Response

  Date: 02/27/2025

  We have received Ms. ******* complaint regarding the service provided for her tub and shower valve. We sincerely apologize for the miscommunication surrounding the appointment she was expecting on February 11th, which did not occur. We fully understand the importance of her time and regret any inconvenience caused.

  
  Our records indicate that the service appointment was successfully completed on February 19th. On February 27th, we had a follow-up conversation with ******** to address her concerns and ensure that the issue is now resolved, and the item is functioning properly.

  
  We regret any frustration she experienced during this process and greatly appreciate the opportunity to address her concerns.

  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 02/27/2025

   
  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:02/13/2025

  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.

  On Sunday 1/19/25 my heat stopped working. I called Cinch on 1/20/25 and submitted a request for a service call. I was contacted by the service provider (********************* ***** Phone ************* and scheduled an appointment for 1/22/24. The service provider came on this date and performed an inspection and told me that the unit needed ***lacing. *** filed a ***ort with Cinch stating that the system needed ***lacing. Another provider that Cinch uses ( Elite Air ************ ****** , *******) told me last summer that the unit was too old to ***air and needed ***lacing. I had a local HVAC provider (Superior Heat and Cooling , ***********, ******* **** ****** ************) come and performed an independent inspection of the system and he stated that the system needed more ***airs that was worth ***airing. He also said the system needed ***lacing. It has been almost four weeks since the system stopped working. I have been without heat, when at times during that four weeks the nightly temperature has been in the teens. Cinch has some of the worst customer ********************** I have been associated with. They have out sourced this part if the company and I find that it is extremely hard understanding the person whom I am talking with. I know the same is probably true for them. I talked with a Cinch *** on 2/13/25 and the background chatter was so bad I could not hear , much less understand what the person was saying. I have had this home warranty for approximately 20 years and have paid a sizeable sum (Est. amount paid $10,000 to $15,000 dollars) . I would appreciate Cinch doing what I have already paid them to do. The service providers that Cinch uses have stated that the system needs ***lacing. REPLACE THE WORN OUT SYSTEM with the same type of system originally installed (TRANE) or REFUND THE ENTIRE AMOUNT I HAVE PAID.

  

  Business Response

  Date: 02/27/2025

  We have received Mr. ******** complaint regarding the service job for his HVAC system. We recognize the urgency of having heat in his home during the winter months, and have completed a review of his case to determine where delays have occurred. Our records show that repairs were performed under the initial service request by replacing a capacitor and adding leak sealant to the system. Unfortunately that repair did not last, and a recall service request was placed. The provider assigned performed diagnostics,however, they did not supply a comprehensive service report to determine the path forward. The job was subsequently reassigned on February 19th to avoid any further delays, and the new service company has been approved to replace his system.
  
  At this juncture, completion is pending the service provider receiving the equipment and scheduling an appointment.
  
  We have been in contact with Mr. ******* multiple times since submission of his complaint, and will continue to follow up until this matter is fully resolved.
  
  Respectfully,
  ****, Customer Relations
  

  Customer Answer

  Date: 03/10/2025

   
  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:02/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My homes well water system was having a problem with the water pressure. I put in a claim to Cinch and paid the $150 deductible for them to send a company out. The service provider that came out found the problem very easily and sent the issue to Cinch for approval. The next day, the service provider called me to tell me you (Cinch) denied the repair. The water pressure in my home is almost non-existent. We are a household of 6 including 4 children and one being medically needy and I come to find out that even having Cinches highest package membership, they only cover (ONE) component of an entire homes water supply system. This is beyond ***** and incredible to think that Cinch covers 1 actual component in a system that is made up of many different components. This type of deceitful business practices where Cinch has increased my monthly premium and yet they reduce the amount of coverage is unacceptable to me. This is an issue that I will continue to pursue and I will get an answer from someone on how they will fix this issue as I have been with Cinch for 5 years.

  

  Business Response

  Date: 02/27/2025

  We are in receipt of Mr. ***** complaint. We take all customer concerns seriously and appreciate the chance to clarify the circumstances surrounding the denial of coverage.
  
  Mr. **** does indeed have the optional coverage for the well pump. However, after the service provider inspected the system, it was determined that the issue stemmed from a waterlogged pressure tank. Per the terms of Mr. ****** agreement, specifically Section VI.5, Storage and pressure tanks are not included under the well pump coverage. This exclusion is outlined clearly in the warranty terms, which were agreed upon at the time of purchase. As a result, despite the fact that ******* has a comprehensive package, the issue identified with the tank fell outside the scope of our coverage.
  
  We understand that Mr. **** is frustrated by this limitation and that the water pressure issue is significantly impacting his household. We sincerely regret the inconvenience this has caused, especially given the needs of his family. We strive to provide our customers with clear communication regarding coverage details, and we apologize for any confusion regarding the exclusions related to the well pump system.
  
  While we are unable to cover the waterlogged pressure tank, we have refunded the deductible payment as a customer concession. These funds will be returned to the card that was used for payment within 3 to 5 business days.
  
  We acknowledge Mr. ***** concern regarding the increase in his monthly premium.Please be assured that any rate adjustments are based on broader industry standards and the costs associated with providing ongoing service and support.
  
  We value ******** long-standing relationship with us and hope this explanation clarifies the situation. We are committed to providing the best possible service, and while we are unable to cover the specific issue in this instance, we remain available to answer any additional questions he may have.
  
  We appreciate the opportunity to review his case.
  
  Respectfully,
  
  ******,Customer Relations 

• Initial Complaint

  Date:02/13/2025

  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.

  In November 2024 we contacted ***** Home Warranty (powered by Cinch) as our washing machine stopped draining water. We have had a warranty contract for approximately 5 years. The service used to be wonderful. Appointments were scheduled and kept. Our experience in the last year has been dreadful.After setting up the initial appointment for the last week of November - no one showed up on that day to do the analysis of the issue. After numerous phone calls, another appointment was set up for December 4th - another no show. Apparently the technician that was assigned to that service call marked it "completed" even though he did not visit our household. On December 18th, a technician did show up and diagnosed the issue and ordered parts as it would be a complete rebuild. The follow up (rebuild) appointment was scheduled for January 6. Again a no show and no contact from Sears/Cinch. Another appointment was set up for January 29. A different provider was set up for this appointment. But again - a no show. When I contacted the provider assigned to my service order (number provided in service order) I discovered that provider was no longer in business. Again numerous calls to *****/Cinch to get another appointment set up. After trying to contact the "new provider" at *************)numerous times, to lock down an appointment date, I had to again call the Sears/Cinch toll free number ***************) as the automated call handing kept hanging up. Finally a new appointment has be set up for 27-Feb. Unfortunately it is back to the original provider that no showed numerous times. All I want is my washer to be fixed before the end of the month. 3 months is too long to wait when you are paying a monthly fee as well as $100 fee per service order.

  

  Business Response

  Date: 02/27/2025

  We have received Mr. ******** complaint regarding the delay in repairing his clothes washer. We understand the value of his time, and the necessity of having a working clothes washer in his home. We have completed a thorough review of his service order, and will ensure feedback is provided to the appropriate department regarding this matter. Our records show that the repair is scheduled for today, February 27th. We spoke to ********** and he advised that the technician had not yet been to his home. We committed to following up to ensure the repair successfully takes place.
  
  We regret to hear that he feels the quality of service has diminished and value his feedback.
  
  We appreciate the opportunity to address his complaint.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 03/13/2025

  The appointment for February resulted in another no show of the repair technician.  Cinch did follow up with me the next morning to get an update on the repair.  The issue was resolved that morning by the offer of a buy out to go and purchase a new washer.  Arrangements were also made by Cinch to have *** collect all the replacement parts sent to us in December.  I am very satisfied how this situation was handled in the end.

  Customer 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:02/13/2025

  Type:Customer Service 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.

  Service call on Dec 2, 2024 regarding fridge not cooling, paid $150 deductible Cinch assigned Alpha H32**3532343230313234H to service on Dec.5, 2024 to diagnose the problem was with compressor Alpha H32**3532343230313234H came again on Sunday Dec 8th to check fridge again and recommended that compressor is gone bad and needs to replace fridge since cost of compressor is expensive and not worth replacing.Cinch claimed that since the fridge was a sealed system the diagnosis could not be done by Alpha H32**3532343230313234Hs - which is contrary to the technician&#**;s diagnosis he gave us.Cinch assigned ***** H313236**343235363737H to come on Dec 12 to do another diagnosis with no communication to us except a voicemail after 5pm on Dec 10. This tech claimed a problem with compressor but a part was missing so would recommend the original Alpha H32**3532343230313234H to check/diagnose the issue.We received within an hour a text from Cinch on Dec 12 that this was now assigned to GE H32**3532343230313234H tech and he would come on Dec 20 to diagnose the fridge.I called Cinich and immediately had a long conversation on why we were getting another tech when the fridge was looked at and diagnosed 3 times already, they claimed in their notes from techs that they could not diagnose the problem which is opposite from what we were told by each technician. I talked to a supervisor and told her this is not acceptable as it was determined that the compressor has gone bad and to replace the fridge. The supervisor said that is not what they have as recommendations from techs and said they have assigned ** to come out and check the fridge. I told them that we are now going on 3 weeks without a fridge and asked for a deductible back which was refused and non refundable. Then I asked we have no fridge and so how are we to operate, we, between my husband and I, took time off from work and yet no solution after 3 techs which they sent and should be capable of diagnosing a solution but they refused any compensation. Then the supervisor said she could try to get authorization for some compensation for a mini fridge to help and said if there are any medical reasons/medications that would require a fridge and I said yes. Then Cinch had me on hold for 10 minutes or so and then said they would not authorize any compensation for a mini fridge and it was denied for medical purposes when they said it would be offered due to medical purposes. The supervisor did not offer any remedy or any assistance of any kind. She read me the rules of the contract and a very scripted dialogue. We have paid our part for Cinch services and yet the customer ********************** we received was less than satisfactory and very disappointing. The lack of customer ********************** from ********************** and lack of response to an urgent matter is not worth having such an insurance company. We have had Home H**36363332313030H for years and this lack of response in a timely manner and giving us the run around from one tech to another to save money instead of resolving the issue is very disgraceful practice.We paid $150 to Cinch deductible We ended up buying bags of ice to try to save food in fridge and threw out about $100 of food/meat We had to buy a mini fridge for about $208 (which they would not even pay to help us out while trying to resolve issue)Ultimately we paid $700 for a new GE fridge since we had guests coming for holidays and Cinch did not offer to even pay for a portion.Very dissatisfied customers and we have used insurance for over 30 years.

  

  Business Response

  Date: 02/26/2025

  We have received Ms. ***** complaint regarding the service job for her refrigerator. Please know that we recognize the urgency of having a functioning refrigerator in the home, and regret the delays in resolving her claim.
  
  Our records show that the first service company did diagnose an issue with the compressor, but they were not able to complete what is known as a sealed system repair. The sealed system is the portion of the unit through which the refrigerant flows. The job was then reassigned, however, that provider found there to be a piece missing and therefore they were unable to perform an accurate diagnosis of their own. Again, her service request was reassigned but no diagnostics were performed, and we recognize that from her complaint, she elected to move forward with purchasing a new refrigerator.
  
  We would like to highlight the fact that per the terms of her warranty agreement, we do not typically provide compensation for repairs or replacements that take place without our prior authorization, and in this case,we had not approved a replacement refrigerator. We do, however, understand that each situation necessitates individual consideration, and we are willing to review her invoice for possible reimbursement.
  
  On February 26th we left her voicemail messages and sent her an email communication requesting the paid receipt for the new refrigerator. Once that is received, we can conclude our review and will let her know the outcome.
  
  We appreciate the opportunity to address her complaint.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 03/12/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:02/12/2025

  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 policy with ***** Cinch. My furnace broke down. ***** Cinch sent a technician who confirmed the malfunctioning heat exchanger. They did not have anyone available for installation so they advised me to hire a contractor and they would reimburse me for the $2300 costs. Now they are refusing to reimburse me. It seems to me that they created an estopple when they agreed to reimburse me under my contract with ***** Cinch.

  

  Business Response

  Date: 02/26/2025

  We have received *********** ********* and sincerely apologize for any inconvenience this situation may have caused. Upon reviewing our records, we found that the issue with the furnace relates to the secondary heat exchanger, which is still under the manufacturers warranty.
  
  We would like to clarify that, as stated in Section VII.2 of our Agreement, we do not cover repairs or replacements for items that are covered by another warranty,including the manufacturers warranty. In such cases, the other warranty takes precedence. However, as per our policy, while we cannot cover the part itself,we will cover the labor costs associated with the repair.
  
  We are currently conducting a thorough review of the matter and will follow up with Mr. ******* once this is completed. Our goal is to ensure all our customers receive the full benefit of their home protection plan.
  
  We appreciate *********** patience and the opportunity to resolve this matter.
  
  Respectfully,
  
  ******, Customer Relations