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

  1520 E Greenville Street, Suite K Anderson, SC 29621

• 

  HMS HOME WARRANTY

  PO Box 843956 Dallas, TX 75284

• 

  Cross Country Home Services

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

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/12/2025

  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.

  Our HVac System had a catostrophic failure in early January. We have been sent 3 different service providers, two of which made the assessment that a replacement was required. The third service provider provided photos and documentation to support his assessment. They used his documentation to hide behind the blanket statement that the HVaC damage was not due to normal wear and tear. We are baffled because Im not sure how a fries condensor that is over 20 years old can be due to any fault of ours.When we attempted to call in and get clarity, we were hung up on. When they attempted to call us back, they let the phone ring once and hung up again, likely to check a box in their process.What is most frustrating is that our HVaC has only been serviced by Cinch service providers. What evidence can they possibly have that we were abusing or misusing our system?Previous call where we attempted to cancel the service due to dissatisfaction were met with resistance. They even went as far as telling us the only way to cancel without penalty was for us to reimburse them for a repair that never took ******** this point we are stuck with no working HVAC, a monthly bill that yields no positive results, and they will likely try to ruin our credit if we stop monthly payments.

  

  Business Response

  Date: 02/26/2025

  We have received Ms. ***** complaint regarding the service performed on her HVAC system. We sincerely apologize for the confusion surrounding approval for the repair of her unit. This misunderstanding has since been resolved, and her case has been reassigned to a new service provider to address her needs. The repairs have been approved and are now awaiting part delivery.
  
  Ms. **** has been working closely with a case manager who is dedicated to assisting her throughout this process and will continue to follow up until her unit is repaired properly.
  
  We truly regret the frustration she has experienced and are grateful for the opportunity to address her concerns.
  
  Respectfully,
  ****, Customer Relations
  
  

• Initial Complaint

  Date:02/11/2025

  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.

  We have had a warranty with Cinch Home Services since September 2021. We noticed a wet spot in our laundry room ceiling recently and have since cut out a square of the ceiling to determine where the leak might be coming from. On 2/5/25, we submitted a claim for a leaky shower because we realized after cutting out the ceiling that the leak was from the master bathroom shower water being on. Cinch sent out a ******* from ***** Mechanical on 2/6/25, to assess the leak. The gentleman walked into our house looked up at the exposed plumbing and immediately said, They probably wont cover this as this looks like a builder defect. Youll have to get the entire shower replaced. He took a few pictures and left within about 3 minutes. We got a call a few hours later from Cinch indicating that the claim has been denied and nothing would be covered under our warranty. We had the complete home warranty (best one you can get) and it clearly states that it covers plumbing valves, lines and other components; drain and sewer stoppages; and more. If it were a builder defect why would the shower just now be leaking in a home that was built in 1991? We decided to get a second opinion and have another ******* come out to look at the issue. This ******* indicated that what the ******* from ***** Mechanical told us was BS. He assessed the situation and it turns out the drain was loose. He tightened it and sealed it with some *******s putty. Guess what, there was no leak after he did this. SO, the issue was clearly the drain which shouldve been covered by our warranty. We had to pay a $200 deductible for Cinch to send someone out just to take a few pictures and then ultimately deny the claim. The second ******* that came out and fixed the issue charged us $60. We spoke with Cinch several times trying to explain this and they wont budge or listen. We have since canceled our warranty (I was paying $63/month) with them but we want our $200 back. The claim should have NEVER been denied!

  

  Business Response

  Date: 02/25/2025

  We are in receipt of Ms. *********** complaint and recognize the frustration that can result when it is determined a claim does not qualify for coverage under the terms of the warranty agreement. To clarify,in order for a service request to be addressed, there would need to be a mechanical failure attributable to normal wear and tear with the covered item. In this instance, our service ******** reported a lack of a standard moisture barrier between the shower and floor, resulting in moisture build-up.
  
  We understand that Ms.********** ******** discovered a drain which was not sealed properly.Likewise, this issue would also not qualify for coverage due to it not being mechanical in nature.
  
  After careful review of her claim, as a gesture of goodwill, we processed a refund of her deductible, which will be available to the original payment method within 3-5 business days.
  
  We regret to lose Ms. ********* as a customer and respect her time while she was with us.
  
  Respectfully,
  Brooklyn,Customer Relations 

  Customer Answer

  Date: 02/25/2025

   
  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,
  
  **** *********

  Customer Answer

  Date: 03/06/2025

  The company indicated that Id receive a refund of my deductible within 3-5 business days. Its been 7 business days and Ive yet to receive a refund.

  thanks!

  

  Business Response

  Date: 03/14/2025

  We sincerely apologize for the delay in Ms. ********* receiving her refund. Due to an internal error,  the refund was not processed as expected. We apologize for any inconvenience this may have caused.

  The refund was successfully processed on March 10th, and the funds will be returned to the original payment method within 3 to 5 business days. We attempted to contact Ms. ********* on March 14th to confirm is she had received the payment  but we were unsuccessful in our attempt to reach her. We provided Ms. ********* our direct contact information should she have any further questions.
  
  We value Ms. *********** business and sincerely regret the efforts taken to resolve this matter.  
  
  Respectfully,
  
  ********, Customer Relations

  Customer Answer

  Date: 03/14/2025

   
  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:02/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is the second complaint I have made against this company within the last 3-4 months.I contacted Cinch to make a warranty claim on 02/09/25; my water heater was leaking. They sent someone out on 02/10/25, and the technician informed me that it would need to be replaced and I should hear from Cinch with an approval within 24 hours. I had to call them to check on approval, only to find out that it had not been done. When I finally heard from Cinch, I was told that it could take longer than a week to get my water heater replaced. Meanwhile, I am not even able to shower in my own home or wash dishes. The heater continues to leak, and I was told that they could not be held responsible for damage to my floor. However, my floor would be damaged because this company does not handle repairs in a timely fashion. I will be cancelling my service with Cinch after this incident, as I do not trust this company. I will likely have to cancel an upcoming trip, which is already paid for a nonrefundable, because of their delay in service. This is unacceptable.

  

  Business Response

  Date: 02/25/2025

  We have received Ms. ******** complaint concerning her water heater claim. We understand the urgency of her situation and are committed to addressing it as quickly as possible. Please be assured that we strive to process claims promptly, recognizing that issues like Ms. ******** are critical and require immediate attention to ensure access to hot water.
  
  Ms. ****** submitted her claim on February 9th, and a technician was dispatched to diagnose the issue the following day, February 10th. On February 11th, Ms. ****** called us seeking an update, mentioning that she would be out of town and needed the job completed by that Friday. We informed her about our claims process and explained that we could not guarantee repairs or replacements within her desired timeframe. As a result, she decided to cancel the job and opted to pay out of pocket for someone else to address the issue, as she did not want to wait. She also expressed her intention to discontinue her policy.
  
  On February 13th, we spoke with Ms. ****** and informed her that we had canceled her contract, waiving any cancellation fees due to her dissatisfaction with the wait time for service. As a gesture of goodwill, we also reimbursed her deductible, which she can expect to receive within 3-5 business days. When we inquired about how we could assist her further, she expressed that she did not wish to continue working with us. We sincerely apologize for her experience and wish her all the best. 
  
   We appreciate the opportunity to address Ms. ************************************************** Customer Relations 

  Customer Answer

  Date: 02/25/2025

   
  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:02/11/2025

  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.

  Dear BBB Representative,I am writing to formally file a complaint against Cinch Home Warranty for unethical practices and poor service regarding my tankless water heater ******** November, I reported an issue with my tankless water heater. The first ********** confirmed the problem: when both showers were used, the unit produced a loud rattling noise, a boom, and shut down with error code 12. They even recorded a video of the malfunction and promised a follow-up. However, three weeks passed with no update, and when I contacted Cinch, my ticket was closed without resolution.Subsequent calls led to a new excusea claim that the gas pipe was not supplying enough gas, requiring another company to be dispatched. In December, a different ********** was sent who diagnosed a faulty burner and igniter and ordered replacement parts. Despite assurances, two weeks later I received no update.On February 6, without any prior scheduling, a ********** arrived unannounced with a replacement part, only to discover he had ordered the wrong one. In an unprofessional attempt to fix the issue, he removed components, cleaned them with sandpaper, and reassembled the unit, yet the error persisted when multiple fixtures were used. The ********** then insisted I flush the system myselfdespite a manufacturer-recommended flush being much simpler and far less expensiveand noted that the igniters were now loose, indicating that further repair was required.This experience demonstrates a consistent pattern of miscommunication, delays, and deceptive practices designed to discourage legitimate warranty claims. I believe these tactics are predatory and warrant investigation. It is evident that these practices are designed to frustrate and ultimately dissuade customers from exercising their rights under the warranty, thereby protecting the companys bottom line at the expense of the *********** is clearly evident this is a systemic failure to mislead.Sincerely,***** and *** *******

  

  Business Response

  Date: 02/25/2025

  We have received Ms. ******** complaint regarding her experience with the service job for her tankless water heater. Please know that the experience she has described is not reflective of the type of service we aim to provide our valued customers. We recognize the importance of a seamless,stress-free claims process, and regret that in this instance, we fell short of that goal. Our records show that we approved our network service providers to complete repairs on her water heater. On February 25th we spoke to Ms. ******* directly and she confirmed that ultimately, she had the repairs done on her own by an outside vendor. While the warranty is explicit in stating that unauthorized work is not eligible for reimbursement, we also recognize that certain instances necessitate further consideration. Weve agreed to review her documentation to consider coverage. Although flushing the unit is not addressed by the agreement as that is considered preventative maintenance and does not qualify for coverage, we have refunded the two deductibles that she paid for this service request; one as a customer ********************** gesture, and one because it was collected in error.
  
  We regret that her experience left her frustrated, and we appreciate the opportunity to address her complaint.
  
  Respectfully,
  ****, Customer Relations 

• Initial Complaint

  Date:02/10/2025

  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.

  We have a home protection policy. With this company for years. We have a deductible for any service we may need. We had a problem with our oven last July it took them over 3 months to finally get it fixed. Now the oven isnt working again and they are asking for another deductible for the same issue. We are trying to get them to fix it but we are not supposed to pay a deductible if the same issue happens within 180 days.

  

  Business Response

  Date: 02/24/2025

  We have received Ms. ********* complaint regarding the service job for her range. Because covered repairs are protected for 180-days,she would not owe another deductible so long as the failure is related to the original issue. We regret any misunderstanding related to this. She has since placed a recall service order, and no new deductible was collected. We have spoken with her by phone, and will follow up until her service job is resolved.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 03/09/2025

   
  Complaint: 22923771
  
  I am rejecting this response because: They sent someone to fix it and they said it was just a loose connection on the igniter. The fix was Less than two weeks ago and the oven isnt working again. This is the 3rd attempt to get the oven fixed properly since September and still not fixed properly. We continue to make monthly payments to have the coverage. Im starting to feel like Ive been scammed. 
  
  Sincerely,
  
  ******** ********

  

  Business Response

  Date: 03/20/2025

  We have received Ms. ********* response and regret to learn that her range suffered additional issues after the repair. Our records show that in this instance, a second ignitor had failed. The repair has since taken place. We spoke to Ms. ******** on March 20th to ensure the most recent repair has been successful. She expressed her concerns as to whether the repair would last. We assured her that she can contact us directly should she experience further issues and the work is covered for 180 days under our workmanship guarantee.
  
  We appreciate the opportunity to further address her complaint.
  
  Respectfully,
  ****, Customer Relations 

• Initial Complaint

  Date:02/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Cinch Home Services regarding their failure to address a critical home warranty claim. No heat for approx a month: My heating system has been non-functional for since the snowstorm Jan6 2025. First tech to come out was Jan30 2025, no fixes just a diagnosis. Second tech came out Feb3 2025 with no fixes and the same diagnosis. During this time there were single-digit temperatures. I have spent hours on hold daily trying to get updates or assistance, with little to no resolution, they merely keep tell me I need to wait. The customer representatives have hung up on me multiple times while attempting to resolve this issue. Severe health and safety concerns: The lack of heat poses a significant risk to my family, including small children. The piercing cold air in the house is severely affecting my two son Asthma issues, and they have already been rushed to the ** because of it. Despite trying to use space heaters to help the situation my kids and I are still suffering greatly. Prolonged exposure to freezing temperatures can lead to life-threatening conditions such as hypothermia and frostbite. Additionally, cold temperatures strain the cardiovascular system and weaken the immune system, making us more susceptible to illnesses. Breach of contract: Despite timely payment of premiums, Cinch Home Services has failed to provide the promised service and support. Lack of urgency: Despite the clear health risks involved, the company has not shown appropriate concern or taken timely action to address this emergency situation. This prolonged delay in service, lack of communication, and unprofessional behavior from Cinch representatives is unacceptable and have caused significant hardship and potential health risks to my family. I am seeking immediate resolution of this claim and appropriate compensation for the extended period without essential heating services and for the health risks we've been exposed to due to their negligence.

  

  Business Response

  Date: 02/24/2025

  We have received Ms. ********* complaint regarding the service work for her heating system, and we fully understand the importance of having a reliable heating source during the winter months. Please be assured that we would never intentionally cause a delay in service.
  According to our records, the service request was submitted on January 29th.Our diagnostic assessment indicated that the outdoor component of her system,the condenser unit, needs replacement. Since then, we have reached out to the assigned service provider for an update. They informed us that they have made several attempts to contact Ms. ******** via phone and email, but unfortunately, these efforts were unsuccessful.
  On February 24th, we were able to speak with Ms. ******** directly and informed her of the attempts to reach her. She mentioned that she had not received any communication. We sincerely apologize for this lapse in communication and are dedicated to working with both Ms. ******** and the service provider to resolve the issue as quickly as possible.
  We appreciate the opportunity to address her complaint.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 03/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  The heating unit was replaced and fixed on February 28,2025

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

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 22920945
  
  I have filed a complaint about a broken hvac heating/ac system that occurred back in January 2025. After BBB got involved, Cinch then replaced the outside hvac unit, however the job was done in correctly and I still do not have a working unit. Cinch told me i can either have "heat" or "ac" but not both. So they Cinch was suppose to come back out and fix the unit so that it works properly like a unit should work, as a house should have BOTH heat and a/c. I didnt have heat all winter because Cinch took two months to "incompletely fix" the unit, and now I still do not have "air condition", and as it is starting to get above 80 degrees outside, the inside of our home sits at 84 degrees and above. My children and I should not have to suffer like this. As just like with the extreme cold temperatures we had to endure, the extreme constant heat will negatively affect not only my asthma but my son's asthma as well.   Finish the job
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 04/24/2025

  We have received Ms. ********* response regarding the recall service order for her heat pump system. Please know that we expect a covered item to be repaired to full functionality when a claim is addressed. We would not expect that her system, which produces both heat and air conditioning, to not be effectual at providing both. Previously the outdoor portion or condensing unit of her system was replaced. Recently, a provider repaired some wiring, but unfortunately that did not resolve the problem. A new provider was assigned and replaced a thermostat. Ms. ******** worked with a case manager throughout the recall process, and that case manager spoke with her last on April 24th and confirmed that the repair has been done and the system is running properly. She was also reminded of the 180-day workmanship guarantee on all covered repairs.
  
  We sincerely regret that her system failed again, and appreciate the opportunity to further address her complaint.
  
  Respectfully,
  ****, Customer Relations
  

• Initial Complaint

  Date:02/07/2025

  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.

  The last week of Dec 2024, my heat pump failed. I submitted a claim through Cinch web portal and a technician was assigned. The tech came out and recommended the defrost board be replaced. He came back and installed the part within a week. The new board was installed on 1/3/2025, but less than 24 hours later, the heat pump failed again. The technician was called and returned to the house on 1/4/2025. During this visit the case was re-opened through the web portal and the tech said that he could not do anything at the time due to the cold. He disconnected the heat pump and the system was set to run on auxiliary heat only. After waiting over a week, I reached out on 1/13/2025 and scheduled a follow-up visit. The tech came back out on 1/16/2025. After doing his investigation, the tech said there were multiple leaks in the system causing an overall failure. On 1/16/2025 the web portal status was updated to "awaiting diagnostics". After allowing the 2 business days and no response, I used the web portal form to submit the update "Technician showed up". I was again prompted to allow 48 hours. On 1/25/2025 the auxiliary heat system failed, leaving no heat source for the entire house. I called the technician, but did not receive a response and left a voicemail. I called the 24/7 customer ********************** number and was told that nothing could be done and I would need to call during normal business hours. Due to the emergency nature of the situation I called a third party company and they replaced the system. I called on 1/27/2025 and after speaking to a supervisor, I was told this case would be submitted to claims and someone would contact me in 24 to 48 hours. I called back on 1/31 because I still hadn't heard a response. They said they would submit the reimbursement and to wait another 48 hours. I called again on 2/7 and they said the tech submitted a recommendation to replace the unit, but it was never officially approved so nothing can be done.

  

  Business Response

  Date: 02/21/2025

  We have received Mr. ******** complaint regarding the service performed on his heat pump system and have completed a review of the job. We regret that the initial repair did not resolve the issue. We also acknowledge that the subsequent request did not meet the usual standards expected for a claim, especially for a heating system during the winter months in Mr. ********* area.

  
  There was unfortunately a significant delay in obtaining the final diagnostic report from the service provider. However, we have now gathered additional details from the technician since the complaint was submitted. We are currently reviewing the situation for potential reimbursement and spoke with Mr. ******* on February 21st to inform him of this. We also requested that he provide documentation from the company that performed the system replacement.

  
  This matter is still under review, and we will follow up with Mr. ******* once weve had the opportunity to assess his paperwork.

  
  Respectfully,
  ****, Customer Relations

• Initial Complaint

  Date:02/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I, ****** ******** am writing to file a formal complaint against Cinch Home Services due to multiple unresolved service issues causing significant inconvenience to my family.Preventive Maintenance Failure:On October 14, 2024, we requested vent cleaning as part of our membership. The assigned technician was unequipped for the task, yet the service was marked as completed under request SCCSA42A2747. Our vents remain uncleaned.Clothes Dryer Repair Issues:Since May 2024, our electric dryer has been problematic despite several service requests:May 24, 2024 (SCCS53F549E2): Initial repair; issue temporarily resolved but recurred.December 17, 2024 (SCCSC446D9F4): Service request submitted; experienced four cancellations by the service provider without explanation.January 16, 2025: Technician replaced a part after a three-week wait; dryer remained non-functional due to a faulty motherboard.February 5, 2025: Informed that the required part is no longer manufactured, leading to the cancellation of the order.We have been without a functioning dryer for nearly two months, causing significant inconvenience to our family of five, including frequent trips to the laundromat.Lack of Communication:Throughout this period, communication from Cinch has been inadequate. On February 5, 2025, a supervisor advised us to wait an additional 48 hours while they attempt to locate the necessary part, with no guarantee of resolution.Despite paying our monthly membership fees, we have not received reliable service. We request that our dryer be repaired or replaced by February 17, 2025, to prevent further inconvenience.

  

  Business Response

  Date: 02/19/2025

  We have received *** and Mrs. ********* complaint regarding the preventative maintenance check and the service job for their clothes dryer.Our records show that a repair to the clothes dryer was performed in May 2024,but unfortunately, the unit suffered a subsequent failure in December 2024.Please know that we take our customers time seriously, and recognize the frustration and inconvenience that can be caused when scheduled appointments are not kept. We sincerely apologize for these instances. The service company reported to us that they were unable to supply one of the parts needed to complete the repair, and upon researching with our distributors, we were unable to locate it as well. The clothes dryer has since been approved for replacement, and records show that the new unit has since been delivered.
  
  Regarding the preventative maintenance check on their heating system; we would like to take this opportunity to clarify what this service entails. It is a performance check of specified parts and components of the system. It does not include cleaning of the **** system, nor the vents associated. We regret any misunderstanding about what is included with the service and hope this provides clarity.
  
  On February 19th we attempted to reach the ********* to discuss their concerns, but were unable to speak to them. We left a voicemail message and sent a follow-up email communication should they wish to contact us directly.
  
  We appreciate the opportunity to address their complaint.
  
  Respectfully,
  ****, Customer Relations 

• Initial Complaint

  Date:02/05/2025

  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 requested a service technician to go to the house because the tankless water heater was not working. An electrician was assigned who went to the property and stated nothing was wrong. Afterwards the unit he supposedly checked short circuited making the unit useless. A new technician was assigned who went to review the property. The tenant and technician (spanish as a second language) spoke in Spanish and discussed the previous electrician and how the tenant had "moved" (as in turned on from off). Spoke to several claims representatives at Cinch who spoke to the technician and acknowledged they had erroneous information but still state they would not reopen the claim and allow the technician to send the correct information.

  

  Business Response

  Date: 02/19/2025

  We have received Mr. ********* complaint and regret the amount of effort he has had to put forth in resolving this matter. It is never our intention to put undue burdens on our customers, and apologize this hasnt been the straightforward, efficient process we aim to deliver.  In January of 2023 the technician went out for the tankless water heater and advised that there was a wiring issue and that needed to be repaired before he could work on the unit.  In May of 2023 he was called back out and it was still not repaired the box was melted and the tenant advised he moved the wiring which loosened the hot water heater and damaged it.  This is not normal wear and tear and is not addressed per Mr. ********* warranty.
  
  If he has had repairs done for this previous non-covered issue and requires further service, we will be happy to help him schedule a new service call to receive service.
  
  On February 19th we reached out to Mr. ******** and left him a voicemail message.  We also sent him an email to try to make contact with him.
  
  We appreciate the opportunity to address his complaint.
  
  Respectfully,
  *****, Customer Relations 

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22903960
  
  I am rejecting this response because:

  The company is still stating that the reason for the issue was because the tenant moved some wiring, thus resulting in an unauthorized repair. I can have notarized statements from both tenant as well as service technician where they will clearly state how it was a translation error from the technician, who while translating from Spanish to English used the incorrect word. This was addressed in previous instances with Cinch, where 2 agents spoke directly to the service technician who admitted to his mistake and requested Cinch reopened the claim so he could update his report, to which Cinch denied doing.

  At this point there is no other way to categorize this as fraudulent intent from Cinch (knowing themselves or their agents that the service technician wants to correct his statement, and preventing him from doing so) as well as discrimination.

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

  

  Business Response

  Date: 02/28/2025

  We received Mr. ********* response and recognize he disagrees with the decision on his claim. As previously stated, this claim was filed and originally reviewed for coverage in May of 2023 and we retain documentation and recorded calls which explain the type and cause of failure diagnosed. After service was again requested in January of 2025 we sent a service partner out again in February 2025 to complete another diagnosis on the unit. The issues were found to be the same issues as the previously denied job.Our position has not changed and this unit will not qualify for coverage under this agreement.
  
  Our decision not to provide coverage for Mr. ********* claim was not based on any misunderstanding or language barrier. The decision is based on multiple service partners diagnoses and reports received. Although we regret that he remains unsatisfied, we remain confident that our decision was made within the full terms and conditions of the warranty agreement. We consider this matter closed.
  
  Respectfully,
  *****, Customer Relations 

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 22903960
  
  I am rejecting this response because: CInch states this had been reviewed on 2023 and the unit that needed repair was a newer unit, that had to be replaced because of Cinch's denial at that time. As the agent quite clearly states, they have phone calls of the calls I had with Cinch's agents were they stated this was being denied because of a "unauthorized repair" which was clearly because of a language issue. The service technician spoke to multiple agents over the phone with me stating he had made a mistake and he wanted to revise his report, and Cinch never allowed him to do so. 

  I would request Cinch to make available all recorded calls between myself and their agents as well as any call from the service technician and Cinch related to my case. Those will be used in the claim with the Consumer Protection Agency from the FL Attorney General.

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

• Initial Complaint

  Date:02/05/2025

  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.

  Bought a home service warranty through Cinch Home Services to protect my appliances. Had an emergency issue with my HVAC during the recent cold spell and snow we had here in ******************. Called the company who installed the unit originally, who I have a 10 year parts warranty through to do the repair and get the heat back on in the house. Service was completed and I paid the invoices. This Monday I called cinch warranty services, explained the situation to three service **** and they confirmed my policy would pay the emergency charges and would send me the forms, via email. Never got them, so called today and was once again run around for 30 minutes before I got to speak with a supervisor. The super visor, again ran me around on hold, off hold, and talking in circles. When I asked to speak with her boss, I was abruptly put on hold and then hung up on.They are refusing to reimbursement me for this emergency situation per my policy. The amount Im seeking is $1,116.00 for the repairs required to get heat back in my home during frigid times here in northeast ******* that included snow for the first time since 1988.

  

  Business Response

  Date: 02/19/2025

  We have received Mr. ***** complaint regarding the reimbursement he is seeking for having his HVAC system repaired. Foremost we would like to express that in order for a claim to be addressed by the warranty, a customer must notify us and place a ********************** request. This can be done via phone or through their online account portal. The Agreement stipulates that any work performed outside the warranty, without our prior authorization,will not be reimbursed. We also recognize that each situation is unique, and in this instance we have taken into account multiple factors, including this being Mr. ***** first request for a claim, in addition to his warranty being in its first term. We have reviewed the documentation that he submitted along with his complaint, and are approving to reimburse for the covered work performed.Please know we are unable to provide compensation for the work done to his zoning system, which is considered an energy management system and falls outside the scope of coverage.
  
  On February 19th we reached out to him by phone to discuss our decision, but were not successful in speaking to him. We left him a voicemail message as well as sent an email communication.
  
  We regret that his experience left him frustrated, and appreciate the opportunity to address his complaint.
  
  Respectfully,
  ****, Customer Relations