Complaints

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

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

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• 

  Cinch Home Services, Inc.

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

  
• 

  Cinch Home Services, Inc.

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

  
• 

  Cross Country Home Services

  1520 E Greenville Street, Suite K Anderson, SC 29621

• 

  HMS HOME WARRANTY

  PO Box 843956 Dallas, TX 75284

• 

  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:09/06/2022

  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 warranty with company. On September 3 2022 our water heater would not dispense any hot water. We contacted this company and were told that we would receive an email with further instructions. A short time later we did receive an email with the claim number and it indicated they were attempting to locate a vendor. Today is September 6 and we have yet to hear anything from this company. We have called several times and received different responses from each agent we spoke with. Tonight we contacted them again and were told to call back if we didnt hear anything by this Friday September 9. This will be a full week taking cold showers. I might add that the moment we filed the claim they too the deductible ****** from our account. Not only do they have our monthly premium but now have an additional ****** and we have received no service. I believe that their intention is to inconvenience us to the point where we pay for the repair and they wont have to do it. Any assistance in this matter is appreciated

  

  Business Response

  Date: 09/20/2022

  We are in receipt of **************** complaint. Please know, it is always our intention to send the right technician at the right time to answer our customers questions and help resolve their claims. In this instance, we clearly missed our goal.
  
  Since submission of his complaint, we have provided ************* the option to use a service company of his choice as a quicker way to resolve the issue, due to limited availability with a network provider. Our records indicate we received his documentation on September 15th,and we are currently pending a paid invoice in order to process his payment for the covered portion under his warranty agreement.
  
  We appreciate the opportunity to answer his complaint.
  
  Respectfully,
  ******, Customer Relations 

• Initial Complaint

  Date:09/06/2022

  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.

  Plan #: ******** Service Order # SCCQ72FCA672 I have had Cinch for 3 years. This is the first time I have actually had to use their services. I have additional coverage for the outside water line and it started leaking last month. They sent out a technician to repair it but the plumber didnt have the necessary equipment to repair. They then told me that since they didnt have someone in the service area to repair that if I had it repaired they would reimburse me. I then called a plumber and the plumber recommended I replace as the material used in the previous line was not up to code. I paid $2500 dollars for the services and Cinch told me to submit a receipt showing cost of services and payment for services. The denied my reimbursement stating that they dont pay for excavation. I told them ok I understand that you shouldnt pay for excavation but they should pay for labor included in replacing the line as well as cost of the line. They then told me that it was denied because the repair didnt occur inside the foundation of the house. This really frustrated me as my coverage specifically states "Outside Water Line" and they are saying its denied because the "Outside Water Line" repair didnt occur Inside the house ? They they told me that they DID reimburse me when they gave me my 60 dollar deductible back since they couldnt find someone to service the house. Which is the shadiest response of them all. I am extremely frustrated with the amount of run around I have been given and honestly it feels like they want me to pay every year but as soon as I try to use the service they will give any excuse under the sun to not pay. Even their customer ********************** people have told me "I understand sir your warranty includes outside water line... but we will not cover it"I am just asking for a fair resolution to this problem. Its been a nightmare so far.

  

  Business Response

  Date: 09/20/2022

  We are in receipt of Mr. ******* complaint and sincerely regret the efforts he had to take to get this matter resolved. Please know, we want each of our customers to receive the full benefit of their home protection plan, and we have reviewed the service request for his outside waterline in its entirety.
  
  During our review, we found inconsistencies on our behalf which resulted in his claim being incorrectly denied for coverage. We spoke with *************** on September 19th to address his concerns. We have processed a payment for the covered work he had completed which will come to him as a check by mail within 7 to 10 business days.
  
  We appreciate the opportunity to make this right.
  
  Respectfully,
  ******, Customer Relations 

  Customer Answer

  Date: 09/21/2022

   
  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:09/06/2022

  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.

  There are companies that exist to serve the customers and there are those who are in a business just to make money. I was lured into the contract by one of the companies reps who offered me 2 free months. I have our chat saved if you need it. And-immediately my free months disappeared, contrary to what it was promised- until I sent a letter to the *** ****************. Then I was called by Cinch and these two months were given to me. They are August and September. In the beginning of August I tried to place a claim for my refrigerator but learned that Cinch just introduced a new way to milk their customers, namely -$10.00 surcharge on the top of a deductable that should be paid every time you file a service request/claim with them. There is no mentioning in the contract ( see the first page, and I can send you the rest of the document, if needed) that the price could be changed or altered, or a new surcharge be introduced any time at company's discretion. And it is not a $10.00 problem. It is my attempt to resist the way they do business, assuming that everyone will pay. It is $10.00 today. And tomorrow they will say, they need another $25.00 to cover the increased cost of goods... And so it goes...And I did not have even a chance to see how their contractors perform. This is just a beginning of our relationship that should last at least a year. By the way, while talking to ******* **********************), who called me after my letter to *** was received, I learned that Cinch cannot change my premium or deductable until the term ends. I need them to do two things. First- take off the $10.00 for each and every claim I will/may submit until the end of the term. Second- extend my contract one month, because it was stolen from me. And even though I had a free month in August, I could not use the warranty, because of the $10.00 (I refused to pay), which they try to collect every time I am trying to place a service request with them. Sincerely yours, ***************************

  

  Business Response

  Date: 09/20/2022

  We have received the complaint submitted by ****************** regarding the surcharge and losing a month of a free premium due to his dispute of the surcharge payment.  We understand Mr. ******** concern regarding the surcharge of $10.00 that is temporarily being collected due to an unusual market situation.  The pandemic impact on manufacturing, labor shortages,and the availability of parts and goods have attributed to the reason for the shortage.  Many companies have included surcharges or increased pricing to help deliver the same level of support and service.  We hope this changes in the future. 
  
  We spoke with ****************** on September 19th and advised the surcharge will be waived on the work order for his refrigerator as a good faith gesture.  We are unable to waive the surcharge for the length of the policy, which has been discussed with *******************  Since one of his free months of premiums was not able to be utilized due to the surcharge dispute, we have agreed to waive one of Mr. ******** premium payments to accommodate him for the month of service he did not receive.
  
  We appreciate the opportunity to assist with Mr. ******** case.
  
  
  Sincerely,
  ****, Customer Relations

• Initial Complaint

  Date:09/06/2022

  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.

  Have had an account since 2006. ************************************ with referrals to have some major appliances replaced. No one would ever get me information instead would keep transferring me till I was hung up on. Many times. Replaced all items without their help one of which I find out later was covered on my plan. August 19 2022 called to cancel my plan. Told would be $250 cancellation and I said No as I was not taken care of this year and also paid out of pocket for work to be done that I could have done a claim for. Agent agreed and said she could keep me on one more month. Give me a free month and then I can cancel with no charge on october 1, 2022. September 2022 was billed for the free month. Now on phone with company and they said the request didn't go through and I can call back later to check. I have tried my best with your company ,but I signed up in 2006 with Total Protect who were amazing and then they got bought by Cross Country of which they were good as well. Now to be bought out by Cinch who is terrible and of no help at all. I have spent hours trying to get answers or help and your employees read from a script and just transfer to another department. I deserve my account to be cancelled with no penalty as I had to pay out of pocket for something this year that could have been covered. Sad is you have to make a claim and pay the $`125.00 to get someone to speak to so you can ask if something is covered on your plan. I think what is fair is to credit me September month and cancel my account with no penalty. Currently on the phone with Cinch. It has been ******************************************************************************* as this first person has no idea what is going on. This now makes this like 5 times this year.

  

  Business Response

  Date: 09/20/2022

  We have received **************** complaint and are sorry to hear that we have not been living up to the level of service to which she has become accustomed. **************** complimentary month has been applied to October, so she will not have another payment deducted until Novembers billing cycle. On September 20th we spoke to her directly to listen to her concerns and will use this as a learning opportunity to improve our processes. She advised that she will continue with her plan through the remainder of her agreement term. We also sent ************** a copy of her agreement directly, and advised that we are here to discuss any questions or concerns that *** arise in the future.
  
  We appreciate the opportunity to speak with her and address her complaint.
  
  Respectfully,
  ****, Customer Relations
  
  
  
  

• Initial Complaint

  Date:09/06/2022

  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.

  Company is giving multiple accuses to why the problem isnt fixed yet. It has been two months and not fixed yet. It was started as a medical priority. This all started on July 8 2022 And hasnt been fixed.The company (Cinch home warranty) and (solar heating and ac) cannot get their act together to try to fix it. I need help because I am a disabled veteran with breathing and healing problems. I need someone to call me back as soon as possible. Thank you my phone number is *************

  

  Business Response

  Date: 09/20/2022

  We have received Mr. ***** complaint regarding the service job for his HVAC system. Please know that we recognize the urgency of his situation and regret the delays that have occurred in resolving his claim. He has been working directly with a case manager to assist him throughout this process, and given the severity of his circumstances, we provided a gift card to put toward purchasing a portable air conditioner to keep a portion of his home cool while the completion of his claim was pending.
  
  Our records show that the work is slated to be completed on September 22nd and his case manager will follow up to ensure it is done.
  
  We appreciate the opportunity to address his complaint.
  
  Respectfully,
  ****, Customer Relations 

• Initial Complaint

  Date:09/06/2022

  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.

  Home Warranty - thru Cinch Home Services. This is a one-year warranty provided to me from the seller of the condo unit that I recently purchased. I contacted Cinch and paid $110 deductible - back on August 9th for a fridge that stopped working inside my new condo. Cinch tried to connect me with a company called, ******* for repairs. I had to wait two weeks for the appointment and then ******* no-showed. Company #2, Best Appliance Repair came out and said it was a relay. Ordered part and came back a second time to replace. ****** is still not working. I cannot connect with Cinch again without paying a second deductible which is absurd considering the original problem (fridge is not cooling) still exists. We are going on one month now. Desired resolutions: 1. Contact me. 2. Fix the problem. 3. Worst case scenario: refund my deductible and I'll just replace the fridge.

  

  Business Response

  Date: 09/19/2022

  We have received Mr. ****** complaint and would like to express our regret that the claim for his refrigerator did not live up to the straightforward,efficient process we aim to deliver. We recognize the urgency of having a functioning refrigerator, and the value of our homeowners time. Our records show that a member of our team assisted ************** in setting up a recall service request with no new deductible due, and that his refrigerator has since been repaired. On September 19th we reached out to him directly by phone, and left a voicemail message as well as sent an email message to ensure his refrigerator is running properly at this time. We have also refunded the deductible that he paid as a one-time customer ********************** gesture.
  
  We appreciate the opportunity to address his complaint
  
  Respectfully,
  ****, Customer Relations
  
  

  Customer Answer

  Date: 09/20/2022

   
  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:09/06/2022

  Type:Billing 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 cancelled my home warranty over the phone with a Cinch customer ********************** representative in July of 2022 due to being unhappy with the coverage and costs. On September 6 of 2022, my checking account was billed for the warranty service. I called customer ********************** where they said I still had active warranty coverage and that I never cancelled my policy. They cancelled my policy but will not refund the months they continued to pull from my account because they say they have no record of the cancellation. This is despicable business practice. They do not have record because someone on their end did not do their job correctly. It is wrong that I am left with the cost of two months during which my service contract was supposed to have been cancelled with no recourse available since their employee did not do their job correctly.

  

  Business Response

  Date: 09/19/2022

  We are in receipt of Mrs. ******* complaint. We apologize her account was not cancelled at the time she initially requested it. Our records indicate the two monthly payments were returned by her bank. In this instance, no refund is due to her and we consider this matter resolved.
  
  We appreciate the opportunity to answer her complaint.
  
  Respectfully,
  ******,Customer Relations  

  Customer Answer

  Date: 09/19/2022

   
  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:09/04/2022

  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 Policy# ******** with Cinch Home Services covering repairs or replacement of my Central Air Conditioner. The main reason I have the Plan at age of **************************************************************************************** my House with the extreme heat in ***** without a working Air Conditioning System. I am currently staying at my Sisters House and cant go back home until the problem is resolved. This Emergency started over a month ago and despite numerous phone calls pleading for assistance there has been no progress on finding a company to fix the Air Conditioning and unfortunately your Company Customer ********************** has no sense of urgency about fulfilling the obligations of your Company in a timely manner. At this point, I dont know what actions I need to take to get the help I need! Please fix this!!! Please contact me by phone only my computer is at Home and not living there now!

  

  Business Response

  Date: 09/16/2022

  We have received the complaint submitted by ******************  We aim to provide an effortless claims experience, and, in this case, we did not meet our objective and apologize for any inconvenience.
  
  Please know, we understand the importance of having all air conditioning systems in the home working properly to avoid too much stress on the other systems when one is not working.  ****************** is currently not staying in the home while there is other construction going on but the importance of getting her system replaced remains as a priority to us. The provider has received the condensing unit and the air handler.  The heat strips are on back order, and we have approved the provider to supply them in order to expedite completion of her.  The provider has ordered the heat strips to be sent overnight and is scheduled to receive them on Tuesday. The provider will install the system on Wednesday provided the heat strips arrive on Tuesday as planned. We have been in continuous communication with ***************** on the status of her work order and will remain in contact to ensure completion of her claim. 
  
  We appreciate the opportunity to answer her case.
  
  Sincerely,
  ****, Customer Relations

• Initial Complaint

  Date:09/03/2022

  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.

  Furnace Job No. SCCP5263D20D-4, Home Warranty Contract No. ********. I had a new furnace installed 5/17/21 and a new ** unit installed on 7/8/21 by one of their network service partners. Neither unit was working correctly with extremely long cycle times. After months of multiple attempts to get the issues resolved with their original installer, multiple appointments for which he did not show or cancel, and the fact that they had no alternative service partner available, in Fall 2021, I was given permission to go out of network for diagnosis of the issue and the needed repairs on each of the units. I was given two different service job numbers, one for the furnace and one for the *** Both of these service jobs were initiated within their 180-day Workmanship Guarantee for work performed by their service partner. I was instructed that the reimbursement requests needed to be submitted on two separate claims, as part of the air flow restriction problem was related to the wrong size filter assembly being installed on the furnace and part was related to the ** evaporator coil being installed too high. I followed their instructions exactly and had the out-of-network service provider split the charges accordingly. I was assured by their customer ********************** staff that they would reimburse any allowable expenses, even those that might be related to installation errors by one their service partners. The furnace Service Job SCCP5263D202D-4 reimbursement request for $1,375 are the charges to (1) diagnose the problem, (2) perform the furnace-related repairs, and (3) verify with ******* Technical Support that the furnace was running within acceptable operating standards. The company reimbursed most of the charges related to the ** repair; but in Spring 2022, denied the $1,375 furnace reimbursement. The reasons for denial were in conflict with what I was told by Customer **********************, saying that everything they told me was wrong. and they wouldn't honor their commitment.

  

  Business Response

  Date: 09/16/2022

  We are in receipt of Mrs. ********* complaint and sincerely regret the efforts she had to take to get this matter resolved. We have completed an in-depth review of her account and claim and made the decision to reimburse her for the work completed to her furnace. We have processed her payment which will be expedited through Federal Express delivery and should be received within 3 to 5 business days.
  
  We called her on September 15th to address her concerns and provide her with this update. We were not successful in reaching her and left a voicemail message, and email correspondence has been sent to her as well. She is welcome to follow up directly should she have any further questions or concerns.
  
  We appreciate the opportunity to make this right.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 09/26/2022

   
  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:09/03/2022

  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 July 24, 2022, I made a claim on my home warranty contract because my central air had stopped working. They sent out a local contractor later that week to look at it. When I called a week later to find out what was taking so long, they said the home warranty company (Cinch) has to supply the part, even though it was a standard motor that they have in stock. When that finally arrived, the technician couldn't get the fan blade off the old motor, so he deemed the unit unrepairable. Again a week passed before I called, and they said Cinch refused to replace the unit because of a fan blade, so my case was "in research," where it remained for at least two weeks. My home warranty is for the repair or replacement of appliances. When the technician says a replacement is needed, that is what should have been done.Now, according to the **** contractor, Cinch has supplied the fan blade but has not supplied a required adapter, which they are trying to find on their own. It is now September 3, 2022, and I've spent the hottest part of the year without air conditioning because of this company's unwillingness to honor our contract in a timely manner, a contract that I have been paying for every month for 15 years. I am still without air conditioning. Cinch itself was very difficult to contact by phone, and when I did, the man I spoke to was extremely hard to understand, although he did confirm that my case was "in research." In other words, no help at all.

  

  Business Response

  Date: 09/16/2022

  We are in receipt of Mr. ****** complaint and have completed a thorough review of the service request for his air conditioner. We recognize the importance of having adequate cooling in the home during this time, and we regret any inconvenience caused. Since the submission of the complaint, the fan motor has been replaced and the air has been restored to his home.
  
  We reached out to ********* on September 16th and confirmed the repair has been completed.
  
  We appreciate the opportunity to review case.
  
  Sincerely,
  ****, Customer Relations