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:02/05/2025

  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.

  On Friday, 1/31/25, the dishwasher leaked water onto the kitchen floor (even though it was not powered on). I paid a deductible & submitted a request for service. Sears/cinch scheduled a tech visit for Sat 2/1/25 btwn 8am & 5pm w/ A&E Factory Services aka ****** On 2/1/25, in the late hours of the morning, Sears/cinch, without explanation, advised that they canceled the apptmt. I accepted their offer for the next available apptmt on Mon, 2/3/25. They advised that the tech from A&E would come btwn 8am & 5pm. In the meantime, the dishwasher contd to flood the kitchen floor. We cleaned the water & called a plumber who turned off the waterline for the dishwasher & inspected the pipes, drains, & sink. The plumber concluded that the dishwasher likely had a faulty check valve & needed repair. Around 8 am on 2/3/25, I requested a narrower timeframe. In response, sears/cinch advised that a tech would arrive btwn 11am & 1250pm, & someone will call me in advance. No one called & no one arrived. Around 1pm, I called Sears/cinch, made a similar request, & was told a tech would call me shortly & would arrive btwn 2pm & 230. No one called or arrived. Around 3pm, I called Sears/cinch & was told that my appt had never been assigned to a tech or confirmed, & would need to be rescheduled. The call mysteriously disconnected. I called cinchs business office to complain & was promptly assigned a tech from ** Appliances who arrived at 4:30pm (cinch also offered to refund deductible). When the tech arrived, he tried to drain the remaining water from dishwasher, but dishwasher made a clicking noise instead. He then tried to run the washer without turning on water line again. I briefly turned it on & the tech began a wash cycle. I turned the line back off. I placed him on a call w/ the plumber, but the two did not comprehend one another. The tech did not investigate the check valve. He ignored the issue he was there to address. 2 wasted ************ failed to deliver promised service.

  

  Business Response

  Date: 02/18/2025

  We have received Ms. ******* complaint regarding the service job for her dishwasher. Please know that we recognize the value of her time, and do not find it acceptable for scheduled appointments not to be kept.We sincerely regret the imposition it caused. We also recognize the importance of ensuring the service company performs a comprehensive, adequate diagnosis and are sorry to hear that she does not believe this is what happened on the initial visit. We have been in phone contact with Ms. ******* and have issued a second opinion to assess the dishwasher to determine if there is a mechanical failure due to normal wear and tear. The appointment is currently scheduled for February 20th, and we will follow up on the outcome.
  
  We appreciate the opportunity to work with her.
  
  Respectfully,
  ****, Customer Relations 

• Initial Complaint

  Date:02/04/2025

  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 opened a service request for my dishwasher with Cinch Home Warranty Service for 2/1/2025. The technician was supposed to be at my house between 8am-5pm. I checked the system for an update on an arrival time and it said 3:13-3:45pm. After that time frame had past I reached out and was told that the service tech had arrived and that no one was home. I called Cinch to complain that no one had come to the house. Initially I was told that a service tech was not available and I needed to reschedule so I rescheduled the service for Monday 2/3/2025. I call Cinch on Monday to follow up and was told that the date was rescheduled again for 2/5/2025 from 8am-5pm. I call customer ********************** to get some information on how this happened. I was told that I was not home again. I requested an escalation to a supervisor and was told that there was not a supervisor available to discuss. I requested that Cinch return the ****** dollars I put down as a deposit. I was told that was not possible because I had missed my initial appointment and I was hung up on. when I called back I was told by "******" that she did not understand how I was able to pick a Saturday as they only set up service calls on a Mon-Fri. I was then hung up on when I requested the return of my deposit. I called a third time only to be told by "*****" that this was the way that their contract works. I asked how this was my fault when I fulfilled my end of the contract by paying my deposit and staying in my house for both days. Only to be hung up on again. I have reached out for a customer complaint number and was given a fax line.

  

  Business Response

  Date: 02/18/2025

  We have received Mr. ******** complaint and understand the importance of having a working dishwasher and microwave. Upon reviewing the details of the claim, for the dishwasher, we are awaiting a repair to take place on February 19th. For the microwave, we have sent Mr. ******* replacement options and are awaiting his decision to move forward. We reimbursed the deductibles for both the dishwasher and the microwave as a customer ********************** gesture due to delays in service from our providers who rescheduled appointments more than once.  
  
  We strive to provide timely and effective service to all our customers, and we regret falling short in this instance.
  
  We appreciate the opportunity to review his case and will follow up to ensure both claims are resolved.
  
  Sincerely,
  ****, Customer Relations

• Initial Complaint

  Date:02/03/2025

  Type:Product 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 paid Cinch Home Services the service charge requested. We have a whole coverage for our home. The outside lights were not working. The tech comes out and says the sensor wasnt working and he would need approval before he could do anything else. I waited a full month waiting for an answer so I call them and was told my claim was denied because the lights are outside. The outside is part of the house the whole house. If they felt like it wasnt why take the $150 service fee and not get satisfaction. If I wouldnt have called them I wouldve still been waiting. I deserve a refund for the money I spent for no service

  

  Business Response

  Date: 02/15/2025

  We are in receipt of Ms. ******* complaint. We want to ensure each of our customers receive the full benefit of their home protection plan and have completed a thorough review of her complaint and claim.
  
  Our records indicate the technician identified the motion sensor light outside the home was not functioning due to normal wear and tear. However, as per the terms outlined in Section VII of General Exclusions and Limitations, items located outside the perimeter of the main foundation or detached structures, including outdoor lighting, are not included under standard coverage. While we recognize Ms. ******* believes the outside lights should be considered part of the home, the policy specifies that coverage does not extend to items like outdoor motion sensor lights unless they are installed in a manner that protects them from elements, which was not the case in this instance.  
  
  While we acknowledge the frustration this situation may have caused and apologize for any miscommunication throughout this process, we must clarify that the claim was properly denied based on the terms of the contract and the exclusions specified. As a customer ********************** gesture, we are refunding Ms. ******* deductible payment for this service request. These funds will be returned to the card that was charged within 3 to 5 business days.
  
  We encourage Ms. ******* to follow up directly with any further questions or concerns regarding her claim or coverage.
  
  We appreciate the opportunity to review her case.
  
  Respectfully,
  
  ******, Customer Relations 

  Customer Answer

  Date: 02/15/2025

  Im satisfied with the refund as long as I get it and its not just lip service.  

  Customer Answer

  Date: 02/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Im satisfied with the refund as long as I get it and its not just lip service. 
  
  
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 22895005
  
  I was promised $150 refund in early February. I have not received my refund. I only agree to the resolution if they kept their promise and they havent kept their part of the agreement.

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

  

  Business Response

  Date: 03/21/2025

  We have received Mrs. ******** message and would like to clarify that our records indicate the $150 refund was successfully processed in accordance with the resolution. We understand her frustration, and we sincerely apologize for any inconvenience caused. To ensure transparency, we have sent her the payment details, which include the date and method of the refund.
  
  If Ms. ******* has not yet received the refund, we kindly suggest she follow up with her financial institution to verify the status of the transaction.
  
  We encourage Mrs. ******* to reach out directly should she require additional information.
  
  Respectfully,
  
  ******, Customer Relations 

• Initial Complaint

  Date:02/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have Cinch for my home warranty. I filed a service repair request for my garage refrigerator. They sent two technicians out. They both said that refrigerator is not fixable. Cinch denied my claim stating it was based on the service tech saying the appliance had been replaced. I explained to them this appliance was not replaced. Then they said it was denied because the service order said it was the kitchen refrigerator and not the garage refrigerator. One of the customer ********************** people suggest I place another service order and pay my deductible again, and make sure the service order says garage. We will be seeking a new home warranty company after our policy expires. This feels like them trying to find loop holes to not do right by their customers.

  

  Business Response

  Date: 02/17/2025

  We are in receipt of Mr. ******* complaint. We take all customer concerns seriously and are committed to resolving issues promptly.
  
  After reviewing the details of the claim, we identified a misunderstanding regarding the location of the refrigerator. We are currently working to correct the claim and reassess the situation to determine the appropriate next steps. We will ensure that Mr.******* claim is handled fairly.
  
  We understand the importance of providing accurate and timely service to our customers, and we are actively working to resolve this issue. Our goal is to ensure that this situation is addressed, and that the customer receives the ********************** they expect under their home warranty.
  
  We appreciate Mr.******* patience as we work to rectify the situation, and we will keep him informed as we progress.
  
  We appreciate the opportunity to review his case.
  
  Respectfully,
  
  ******, Customer Relations 

  Customer Answer

  Date: 02/28/2025

   
  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 look forward to hearing from Cinch. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:02/03/2025

  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.

  1/26/2025 $120.00 Service fee paid Service provided: Home Warranty On 01/27/2025 Cinch Home Warranty sent out WeFix-Appliance to diagnose the Loud Noise and problem with my Kenmore Washer which I had to take off work to be at home. I was told by the Technician it was the transmission, he will need to send the report to get approval from Cinch before he could return to repair the washer. On Wednesday, January 29th I received a text message to my phone stating I need to set up an appointment with ACT Appliance a new company to come out and diagnosis the problem with my Kenmore washer. So, I call in to Cinch to find out why the job was reassigned and was told I have to call the first company they sent out to find the reason. I call We-Fix-Appliance I'm told they could do the job so I would need to call my warranty company to find out why the job was reassigned. I make my 2nd call back to Cinch and I'm told the first company that was sent out can't fix the transmission on the washer so another company is coming out. NO ONE from Cinch has bothered to tell me anything if I had not called on my own. The new company comes on 2/1/25 to re-diagnosis the problem and tells me he has to know order parts which may take 5-7 days in mean time I'm spending money out to wash our clothes. I call today to speak with someone regarding what happened on my appointment. I ask to speak with a supervisor and was told I would be told the same thing I was just told by the representative before reluctantly he transferred over to a supervisor. I told her my concerns and also mentioned the Technician was rude and I did not want him to come back to complete the repair. The supervisor proceeds to tell me, well we will just need to start over with a new company to come out and start this process all over. I told her I did not want this additional delay I'm asking that the company not send the same technician that came out. I'm asking the repair be done & compensation money spent without my washer.

  

  Business Response

  Date: 02/17/2025

  We are in receipt of Ms. *********** complaint. We understand the inconvenience of going without a major appliance for an extended period and sincerely regret any difficulties she encountered while waiting for her clothes washer to be repaired. We take all customer concerns seriously and have thoroughly reviewed her claim.
  
  According to our records, the initial provider that was dispatched to diagnose the issue determined the problem was with the transmission and reported a transmission specialist would be needed. Due to the need for specialized repairs, the service request was subsequently re-assigned.The second service provider was able to assess the issue and identified multiple parts that required replacement, including the wash plate, suspension,transmission, cam, belt, and hub. These parts were all worn out due to normal wear and tear, and the technician confirmed that repairs could be completed once the parts arrived.
  
  On February 14th, the provider returned to complete the necessary repairs which included replacement of the parts, and the technician confirmed that the clothes washer was functioning properly after the repairs upon completion. We understand Ms. *********** frustration with the process and the delays in the service. We apologize for any inconvenience caused, especially regarding the lack of communication about the reassignment of the job to a new service provider. We have reviewed our internal processes and are taking steps to ensure that communication with customers is improved going forward.
  
  While the service fee was paid for the diagnosis and repairs, we understand the additional burden of having to manage without a clothes washer. As a one-time customer concession, we are processing a refund of the deductible payment which will be returned to the card that was charged within 3 to 5 business days.
  
  We appreciate the opportunity to address her concerns.
  
  Respectfully,
  
  ******, Customer Relations 

  Customer Answer

  Date: 02/18/2025

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

  Customer Answer

  Date: 04/21/2025

  ---see attachments--

  -On 2/1/25 parts were ordered to fix my Kenmore washer to include gear case, washer drive belt, drive block, suspension which the warranty company reported to me the repair required a transmission specialist. My original problem I report to the warranty company was my washer was making a noise and not working. 2/12/25 all the parts were replaced, and Kenmore washer was repaired. 4/5/25 I contacted Cinch Home Warranty to report my Kenmore washer was making the same noise again. Cinch Home Warranty sent the service provider ACT Appliances out on 4/11/25 to diagnose the problem, the problem reported (need to replace the gear case). This is a part which was replaced and repaired on the original service call. Cinch Home Warranty states covered repairs are guaranteed for six months (180 days). I received an email from Cinch Home Warranty on 4/18/25 stating they would not cover the repair due to mechanical failure due to normal wear and tear. The technician wrote up a report stating the washplate had been damaged and failed by being overloaded. A part should not fail and start making noises after it has been replaced/repaired I wash clothes as normal with direction from instructions listed on my washer. I called in on 4/19/25 spoke a rep ******* was told they would not cover the repair regardless of the fact it being the same part that was replaced and fixed less than a 180 days ago. I have attached receipts stating parts that were ordered and repaired. I asked to speak with a supervisor, ****** refused to allow me the opportunity to speak with the supervisor by telling me the supervisor would tell me the same information she is telling me. I have had ongoing issues with Cinch Home Warranty company for several months. The customer ********************** has been horrible! Replacement

  

  Business Response

  Date: 04/30/2025

  We received and reviewed Ms. *********** additional comments and sincerely regret the amount of effort she put forth trying to resolve her claim for the clothes washer. Please know, we would never intentionally delay the resolution of any customers claim or cause stress for our valued customers.
  
  We understand her concerns and have thoroughly considered all the information available to us regarding the reported issues. Since it is difficult to conclusively determine whether the failures were caused by the washer being overloaded, we have offered Ms. ********** the option of either a comparable replacement, or a cash allowance based on our cost to purchase and install a replacement of her choice.
  
  Ms. ********** chose to accept the replacement, and it has since been ordered and shipped. She will receive further communication from the delivery company to schedule delivery and installation of the new unit.
  
  We appreciate the opportunity to make things right.
  
  Sincerely,
  ******, Customer Relations 

  Customer Answer

  Date: 05/15/2025

  Please see the attached photo this is all the oil that had leaked out onto my floor after the washer was fixed. The technician that fixed the washer claimed that oil was leaking from the transmission. So why was there still oil leaking on my floor it the washer was fixed properly the first time?

  Customer Answer

  Date: 05/15/2025

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

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 22892779
  
  Please see the attached photo this is all the oil that had leaked out onto my floor after the washer was fixed. The technician that fixed the washer claimed that oil was leaking from the transmission. So why was there still oil leaking on my floor it the washer was fixed properly the first time?
  
  Sincerely,
  
  ******** ****-*****

  

  Business Response

  Date: 05/23/2025

  We are in receipt of Ms. *********** rebuttal regarding her prior service experience with her Kenmore clothes washer. We regret the continued frustration she has experienced.
  
  As previously stated, a claim was filed for the clothes washer in January. Multiple parts were replaced, including the gear case, and the repair was completed. She contacted us again to report a similar issue in April. While the technicians follow up diagnosis cited overloading as a potential cause of failure, we fully acknowledged her concerns and offered the option of either a comparable replacement clothes washer or a cash allowance.
  
  Ms. ****-***** chose to accept the replacement,which was subsequently ordered, delivered, and installed. At this time, the matter has been resolved with a full replacement of the affected appliance.
  
  We understand the frustration regarding the leak that was noted in her latest rebuttal and photo. While we cannot retroactively determine the precise source or timing of the oil leak, our goal has always been to resolve the issue to the customers satisfaction, which we believe has been achieved through replacing the unit.
  
  We appreciate your role in facilitating communication and the opportunity to respond.
  
  Respectfully,
  
  ******, Customer Relations  

• Initial Complaint

  Date:02/02/2025

  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 a claim against this company regarding a microwave oven. The policy is for home appliances. The claim is for the replacement of the oven they deemed as unrepairable, which was determined by their contractor. They have not fulfilled the policy requirement of the replacement of the unit. They contracted with the manufacturer of the oven to adjust the claim. They have not company name is ***** Home Warranty power by Cinch. The mailing address is; *********************************************************. Plan number *********. They of unfair claim preacties. The claim # isSCCSA4333467.

  

  Business Response

  Date: 02/14/2025

  We received Mr. ****** complaint and sincerely regret any confusion or inconvenience he has experienced awaiting resolution of his microwave claim. We have completed a thorough review of his claim and see that his unit is an ** branded unit. We partner directly with ** Corporation to handle claims for ** products as this normally guarantees a more efficient resolution. We recognize that this was not the case in this instance.
  
  Upon receipt of Mr. ****** complaint, we reached out by phone and email communication to discuss his concerns and develop a path forward in resolving his claim, but have not yet made contact with him. We understand that ** has offered a cash allowance for the parts needed which are no longer available. In situations such as this his warranty would provide a cash allowance for the difference offered by **, based on our cost to replace his unit with a comparable one.
  
  We are currently awaiting his response and are eager to resolve Mr. ****** complaint as quickly as possible once we have made contact with him.
  
  Sincerely,
  Brooklyn, Customer Relations
  

  Customer Answer

  Date: 02/21/2025

  The complaint has been satisfactorily resolved. 
  Thanks for your assistance in this matter.

  *** *****

  Customer Answer

  Date: 02/24/2025

   
  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 complaint has been satisfactorily resolved. 

  
  Thanks for your assistance in this matter.

  *** *****

  
  
  

• Initial Complaint

  Date:02/01/2025

  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 Team,I'm writing to express my extreme frustration with the ongoing issue with my tankless water heater, which has been out of order for almost three weeks. As a long-time customer of ***** Home ******************, I expect a higher level of service, especially during the harsh winter season.On January 13, 2025, I filed a claim and paid the deductible for the repair. Wave Plumbing, the assigned contractor, diagnosed the issue and recommended a replacement. However, despite numerous follow-up calls to Cinch Home Services, the problem remains unresolved.The lack of urgency and communication from their team is appalling, especially considering we have an infant at home who desperately needs access to hot water. The online status updates are misleading, as the service date is consistently changed to the date of my calls.I request that you immediately escalate this matter and provide a concrete resolution, including the replacement of my water heater unit. I would appreciate a prompt update on the actions you will take to resolve this ******** claim details are as follows:- Claim Date: January 13, 2025 - Contractor: Wave Plumbing - Issue: Tankless Water Heater Replacement Thank you for your attention to this urgent matter. I look forward to a swift resolution.Sincerely,*********** ******

  

  Business Response

  Date: 02/17/2025

  We have received Mr. ******* complaint regarding the service job for his tankless water heater. We understand the urgency of having hot water in his home, and would not intentionally delay resolution of any service request. Our records show that he was approved for a replacement unit,with applicable non-covered costs for work and fees that fall outside the scope of warranty coverage. Mr. ****** declined to pay these non-covered costs, and instead elected to receive the cash payout of equal value to the covered costs of his claim. It has since been processed via electronic funds transfer, and should be received at this point.
  
  On February 17th we sent him a follow-up email communication and will also reach out to him via phone to further address his concerns.
  
  We appreciate the opportunity to address his complaint.
  
  Respectfully,
  ****, Customer Relations

• Initial Complaint

  Date:01/31/2025

  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.

  *** had ongoing issues with my dishwasher under the terms of my agreement with ***** Home Warranty/Cinch , and despite multiple service calls and assurances from customer **********************, the problems have yet to be resolved. I have had to incur significant additional costs due to the companys failure to fulfill its obligations, and my dishwasher is still not functioning properly.Summary of Events:October: A technician was sent to inspect the dishwasher but could not fix it because it wasn't actively displaying an error code, even though it had been malfunctioning intermittently.January 13: A technician arrived, ordered parts, but admitted they did not know the exact issue and were guessing at the problem.January 23: A technician returned but couldn't pull out the dishwasher for repair, stating I would need to pay a third-party service to uninstall it. I was told theyd return in two weeks to finish the job unlesss an earlier appointment opened up.January 27: The technician returned to install the parts but left without testing them or reinstalling the dishwasher. He refused to complete the job, even though we had confirmation after hours on the phone with customer ********************** that our provider would we able to test the parts before leaving, he left stating that customer ********************** didnt understand his role. He actually stomped out of my home after raising his voice at me. Under the terms of my agreement, ***** has failed to meet several key obligations: but the most relevant is Unauthorized Expenses I was forced to hire a third-party service to uninstall and reinstall the dishwasher due to the technicians inability to complete the service, which was never communicated upfront. I am requesting reimbursement for these unexpected costs, as per the agreement. We have paid this company 55$ a month for over 2 years plus 100 deductible just for one repair to take over 4 months going on to complete.

  

  Business Response

  Date: 02/14/2025

  We are in receipt of Ms. ****** complaint regarding the service received for her dishwasher. We regret the inconvenience and frustration she has experienced with the ongoing issues and service delays.
  
  We have requested that Ms. ***** kindly provide the invoice or documentation detailing the costs she paid to the third-party service to test the parts and reinstall the dishwasher.Once this is received, we will review the documentation and follow up with her accordingly. We have left her a voicemail message which contains our direct contact information and sent her email communication with this information as well.
  
  We understand how this has been frustrating and appreciate the opportunity to make things right.
  
  Respectfully,
  
  ******, Customer Relations 

• Initial Complaint

  Date:01/31/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5-13-2023 we ********** Home warranty (powered by Cinch) $683.88 for a one year home warranty appliance plan. I called ************ on 1-10-2024 for a service repair on my microwave (microwave and oven wall unit). They rescheduled the appointment for 1-16-24 and was a no show. Called and scheduled the service call again for 3-11-24. They came and fixed it, so they thought and charged me $100 for the call. It only worked once after they left. Called again for repair for 4-12-24 they came again and was not able to fix it. Called again for repair 9-26-24, 9-30-24, 10-9-24, 10-11-24, & 11-26-24. The service company came out to repair it all those times and never got it fixed. The last 3 times the repair guy put the unit it for replacement. I have called the company ****** Home Warranty) 4 more times to check on the status of my claim on 11-21-24, 12-30-24, 1-21-25, & 1-31-25 and would get the run around ie: we don't have the paperwork from the repair guy or he didn't put it down for replacement. All are not true because when I would press the issue and then they would find it, and the last repair guy showed me he had put it in for replacement. By the way, I did cancel the policy on 4-13-24. The last time it was worked on was 11-26-24, ***** states the repair will be guaranteed for 180 days and and they have not fixed the problem yet. Also they want to send out a service repairman again and if he says it needs to be replaced then Shan from the claims department said he would replace it this time. The company should not only replace the unit but should pay me for all my time and damages to my cabinets while trying to fix the microwave.

  

  Business Response

  Date: 02/14/2025

  We are in receipt of Mr. ***** complaint. We regret the ongoing issues and the frustration he has experienced regarding the repair of his Electrolux microwave/oven combo unit. We understand that this situation has been inconvenient, and we are committed to resolving it as quickly as possible from this point forward.
  
  We have escalated this matter to our research department to identify a suitable replacement unit. We apologize for any confusion caused by previous delays or miscommunications about the status of the repair, and we are working diligently to finalize the replacement options. Mr. **** will be notified once his claim is finalized.
  
  Regarding the request for compensation for damages to the cabinets and lost wages, we want to clarify that while the terms of the home warranty agreement do not cover damages to property, our service providers are licensed and insured, and they are responsible for the work they perform. If Mr. **** believes that damage to the cabinets was caused by the service work,we encourage them to report this directly to ***** for further investigation and appropriate action.
  
  We have provided Mr. **** with our direct contact information, and we encourage him to follow up directly should he have any questions, concerns, or require further assistance.
  
  We appreciate the opportunity to review his case.
  
  Respectfully,
  
  ******, Customer Relations 

  Customer Answer

  Date: 03/02/2025

   
  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 as long as they follow through.

  I want to say "Thank you very much BBB for helping me in this matter you are very appreciated!"
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:01/31/2025

  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 a house. The former owner gave me a one year warranty through Cinch. I filed a claim, with all documentation, pictures and videos. They denied my claim, even though all repairs are legitimate. I filed on a claim that totaled a little under $4,400. That was only to get the process started. The total amount of all repairs looks to be around $17,400. And Cinch refuses to pay one cent. Their operators can not even understand English. When I got someone who did, they had no clue what was happening. They referenced things that I had never. Yet, Cinch is trying to blame everything on me, when I did nothing but file a legitimate claim for reimbursement.

  

  Business Response

  Date: 02/14/2025

  We have received Mr. ******* complaint regarding his plumbing service jobs. Foremost, we would like to make it clear that per the terms of his warranty agreement, in order for a claim to be covered, a service request must be placed and a network provider dispatched. The Agreement clearly states that any work performed without our prior authorization will not be reimbursed. Mr. ****** submitted the plumbing claims on December 26th,and the date of the invoice provided is from November 19th.
  
  While we are not obligated to provide compensation for the work he had performed outside the warranty, weve taken into consideration the scope of the work and the cost, and are providing him with reimbursement as a one-time customer ********************** gesture. On February 14th we reached out to him by phone but were unsuccessful in speaking to him. We left a detailed voicemail message, as well as sent a follow-up email communication making him aware of this update.
  
  Mr. ****** has since elected to cancel his warranty contract, and we regret to have lost him as a customer.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 02/14/2025

   
  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,
  
  ***** ******

  Customer Answer

  Date: 02/14/2025

  They just lied to you and now they are trying to s**** me over on the amount. That just proves that they are committing fraud. The complaint is still open. I reject the deal
  

  

  Business Response

  Date: 02/24/2025

  We have received Mr. ******* response. We have uploaded the documentation he provided, which shows the invoice was paid on November 27th.We concede that we may have made a mistake with the original invoice date of the diagnostic, as the picture is blurry, and we may have mistook November 10th for November 19th. The earliest date that we have on record in which he requested service for a plumbing issue is December 26th, which is after the work would have been completed. We would also like to reiterate that any work performed by an outside vendor without our prior authorization does not qualify for coverage per the terms of the warranty agreement. 
  
  We stand by our decision.
  
  Respectfully,
  ****, Customer Relations