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

  
• 

  Cross Country Home Services

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

• 

  HMS Home Warranty

  2650 Fountainview #200 Houston, TX 77057

• 

  HMS HOME WARRANTY

  1950 N. Steemmons Freeway Dallas, TX 75202

• 

  HMS National

  Homegard Warranty Dallas, TX 75284

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:09/03/2022

  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.

  I am disputing the denial for a recent claim I entered on 9/1 2022 for my cooling system. I am being told that my claim is being denied because the claim was placed a few days after my contract became active. This goes against the very reason to have Home Warrenty coverage. The timing of my cooling system went out is a mere coincidence, I believe denying my claim because of that is illegal. Not only that, I am not a new customer. I have been with ********************** Home Warrenty since 2016. I had a short lapse in coverage, I called to reactivate my account the same way that I have done in previous years. At that time I was told that I qualify to begin a new account which would offer me perks that I did not have before, so I accepted. Now that I am entering a claim I am being told that my account is too new. I dont believe it is legal to deny a claim based on the timeframe the claim was entered. On 9/3/22 at 8:29 am I received a call from a representative named ***. I was able to hear him clearly but suddenly he started repeating himself as though he could not hear me, then he hung up. I am an asthmatic and am in need of my cooling system. I am concerned about my breathing and my health and well-being. Why was I allowed to enter a claim if the account is too new for me to have coverage. My Claim number SCCQ830BFED 1

  

  Business Response

  Date: 09/16/2022

  We are in receipt of Ms. ****** complaint and recognize she is unhappy with the outcome of her claim. Our purpose is to be there for our customers when they need us, and we have reviewed her account to ensure she was provided with the full benefit of her home protection plan.
  
  Ms. ****** policy provides coverage for mechanical failures which are attributable to normal wear and tear, and specifically states that all covered items must be in proper operating condition on the agreement effective date. Ms. ****** previous policy expired on August 28th  2021, and her new policy did not go in effect until August 28th 2022. The claim for her HVAC system was placed on August 31st. Any claim placed within this time frame may be reviewed as a possible pre-existing condition. The technician reported the compressor had shorted on the unit and coverage was denied. After further review of the claim, we determined the compressor does qualify for coverage and we have overturned our original claim decision. We are working with our service partner to obtain the equipment needed to resolve her claim.
  
  We spoke with ************** on September 14th and provided her with this update. We will remain in contact with her until the claim is fully resolve.
  
  We appreciate the opportunity to review her case.
  
  Sincerely,
  *********, Customer Relations 

• 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.

  Service job id ************** [#*******] -Cinch Home Services client, (formerly Homesure, HMS), for over 23 years. Enjoyed a very satisfactory home warranty service with HMS. HMS owned issues, sourced supplier to resolve the issue & managed payment directly -Interactions with Cinch have been very unsatisfactory. Reported **** & plumbing issues at the end of November 2021. Forced to pay a $125 callout payment before Cinch would log claim. Numerous telephone calls later to Cinch, Cinch state it was unable to source a plumber in the ******************. I was authorized to source my own plumber -Provided Cinch with 3 multiple estimates from 3 different plumbers. Cinch has found issues with all estimates. I have spoken to 4 plus Cinch Case Managers/Supervisors. None of the managers have followed up with me. One supervisor put the telephone down on me, (ref uploaded supporting docs). Tracked letter, ***** tracking number ********************), to CEO, ***********************, August 16, 2022. Advised that I travel again internationally & needed the issues resolved before my departure on 9/8/22. No response received. Living around plumbing issues since end Nov 2021. Cinch does not communicate on a consistent basis. I am not confident that Cinch will reimburse me for the claim expense. I will be left out of pocket for the work. Requested that Cinch source its own plumber again. Case manager, *****, never returned her promised scheduled callback on August 25th, 6:30 p.m. EST. (I waited over an hour) -Continue to pay Cinch $37.49 per month. Need Cinch cust sat exec to resolve & close claim. Req. cust sat executives name, employee number, direct telephone ************** address. (Unreasonable to expect me to continue to spend hours going through the main claims toll free number/email address). Exec needs to detail, in writing, how claim will be expedited, & confirm that Cinch will reimburse the invoice monies/preferably ************* a plumber to carry out claim by return.

  

  Business Response

  Date: 09/16/2022

  We are in receipt of Ms. ******* complaint and regret the amount of effort she has put forth to resolve this matter. We aim to provide an effortless claims experience, and, in this case, we did not meet our objective and apologize for any inconvenience.  **************** has identified a plumbing issue in her home that needs to be resolved and has been approved to utilize an out of network provider to expedite service.  We have received three estimates from **************** and have approved a reimbursement based on coverage.  We have requested **************** to submit a proof of payment so we can process the claim credit check.  Since **************** travels internationally and may not be able to provide the information prior to travelling. We have processed the cash allowance check and it will be received no later than September 30th.
  
  We appreciate the opportunity to review her case.
  
  Sincerely,
  ****, Customer Relations

• Initial Complaint

  Date:09/02/2022

  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 a home warranty policy that has failed in every way possible. I was authorized to directly contact a service provider to have my HVAC repaired. This took over a week just to get authorization and at the end the company is only paying about 50% of the replacement costs. The contract I have with them says they will pay for materials and labor with few exceptions. They have not replied to emails I have sent and will not return phone calls. I have called several times, been put on hold for up to one hour and then told that I will be called back which has not happened. This was the case again today. I sent an email to the company on 19 Aug 2022 outlining the problems I have had and asking for a reply. Two weeks and no reply. I am attaching a copy of the email

  

  Business Response

  Date: 09/15/2022

  We are in receipt of the complaint submitted by ****************** regarding his ************ amount for his air conditioning repair.  We apologize for any confusion with the reimbursement amount being based on standard retail costs in his area. 
  
  ****************** has reach out to obtain clarification on the difference in the refund amount from what he was charged through his provider.  Due to the lack of communication, I have approved the full reimbursement for the evaporator coil.  We have left him a voicemail message and sent an email advising ****************** the refund check has been approved and he will receive the check in **** business days.
  
  We appreciate the opportunity to review Mr. ******** case.
  
  Sincerely,
  ****, Customer Relations

• Initial Complaint

  Date:09/02/2022

  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 August 18,2022 I requested a service on my central ac unit which was not working. On August 19,2022 a technician from ***** came to my home He said the control board was broken and would have to be replaced. He also said because of the age of the unit it was probable the board i not longer made and the unit would have to be replaced which per my contract if an appliance cant be fixed it will be replaced. Since this time no on has called me or contacted me regarding repairs or replacement.. I have repeatedly called both Cinch and ***** to see when I could expect a resolution. Cinch says they are waiting on ***** to send them a report ***** says they have send report and re waiting for authorization from Cinch to replace the system as the board is no longer available. Neither company will allow me to speak to a supervisor and Cinch keeps saying they will call me and they dont!!!! In the meantime it is 90 in my house!!!!

  

  Business Response

  Date: 09/16/2022

  We received **************** response and are sorry to hear of the difficulties shes experienced in resolving the claim for her furnace. The decision to repair or replace a covered item is at our sole discretion and our decision is based on the professional diagnosis from our service partner. The service partner recommended that the unit be replaced. We spoke with ************** on September 14th in regard to the claim credit for the furnace. We also sent her an email in writing with the amount noted. Once she accepts the claim credit, we will process the payment to be sent to her.
  
  We appreciate the opportunity to review her case.
  
  Respectfully,
  ****, Customer Relations

• Initial Complaint

  Date:09/02/2022

  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 had this insurance for 12 years now, only used this will be the 3th time to fix the air conditioner unit, we pay the deductible on August 01 when we report it that it needed to be fix and is still not fix yet till this day, you can call me for more details, thank you.

  

  Business Response

  Date: 09/16/2022

  We are in receipt of ********************* complaint. Please know, it is always our intention to provide quick and efficient resolutions and we sincerely regret any difficulty she experienced waiting for her air conditioner to be repaired.
  
  Our records indicate that the repairs to her air conditioner have been completed since submission of her complaint. We called ********************* on September 15th& 16th to address her concerns and were not successful in speaking with her. A voicemail message was left, and email correspondence was sent to her as well. She is welcome to follow up directly if further assistance is needed.
  
  We appreciate the opportunity to answer her complaint.
  
  Respectfully,
  ******,Customer Relations 

• Initial Complaint

  Date:09/02/2022

  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.

  I have a one year contract with this company for home warrenty. I reported a wiring issue on April 14 paid them 100 deductabl3 and they sent out a electrician to look at it but the amount he was charging was too much for them so they canceled him and ressinged the order. The people the assigned these jobs too have told them they would only be second options and some have been unresponsive. They have changed the order date to reflect I asked for this service 08/24 but u have proof its bee. Since April. They aren't helpful and they refuse to help me get this work completed. I asked to have management call me but no response. This company is waiting for my contract to expired so they don't have to pay for the repairs as the dollar amount it's too high. I spent hours on the phone on hold.

  

  Business Response

  Date: 09/16/2022

  We have received ****************** complaint and regret the amount of effort she has put forth to resolve this matter. We aim to provide an effortless claims experience, and, in this case, we did not meet our objective and apologize for any inconvenience caused.  We have refunded the deductible due to the delays and frustration.
  
  **************** processed a work order for her wiring in her home and has had a few providers out to evaluate the failure.  One provider has stated it is an extensive job and does not have the manpower to complete a job this big.  The second provider that went out was unable to locate the exact location of the failure and recommended replacing all wiring.  We have a third provider that is scheduled to go out to evaluate on October 6th.  The provider and **************** will be out of town and the first appointment they were both available for is October 6th. We will continue follow up with **************** until all covered repairs are complete.
  
  We appreciate the opportunity to review her case.
  
  Sincerely,
  ****, Customer Relations
  

• Initial Complaint

  Date:09/02/2022

  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.

  My ******* refrigerator has problems. Cinch has replaced the "Motherboard" on three different occasions and the problem still persists. The last technician (*****) recommended that the refrigerator be replaced. But Cinch is refusing to do that. Now they have assigned me to another company, Keepe, which has no available technicians and after 5 emails they keep changing my appointment date. Cinch needs to honor the warranty to replace broken items they are not able to fix. Additionally, they upped their deductible from $125. to $135 which, was not part of the contract . They are trying to get out of replacing my refrigerator.I need them to honor the warranty that I paid over $850.00 for. The contract ends 9/20/2022 and i have chosen not to renew. I suspect that they are trying to run the contract out. Additionally, I submitted a food loss claim, which they acknowledged, but never reimbursed me for.

  

  Business Response

  Date: 09/15/2022

  We have received Ms. ******* complaint. Please know that our intentions are always to resolve claims in the most efficient and effective manner possible. The foremost purpose of the home warranty is to repair covered items, and to approve replacements when repairs are not possible or feasible. In the instance of Ms. ******* refrigerator, since her agreement became active, replacing the sensors was a reasonable step in restoring her refrigerator to full functionality. Unfortunately, she experienced further issues, and our records show that the most recent service company found that the water supply line connected to the ice maker was not adequately secured, resulting in water leakage. The provider was able to re-secure the waterline.
  
  On September 15th we reached out to her by phone, but were unsuccessful in speaking to her directly, nor were we able to leave her a voicemail message. We sent a follow-up email message to ensure her refrigerator is functioning properly.
  
  We regret to learn that she plans to discontinue her agreement, but appreciate the opportunity to address her complaint.
  
  Respectfully,
  ****, Customer Relations

  Customer Answer

  Date: 09/16/2022

   
  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:09/02/2022

  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 contacted Cinch Home Services on July 8, 2022 to request a service technician come out to my home regarding an issue with my stove. On this date I also paid the $110 service call fee and was provided with a confirmation number (SCCQ72F89084). Since July 8, 2022 there have been four technicians from three different companies (******* Home Solutions, National Service Alliance, and Georgia Appliance Pros) come to my home and attempt to repair the stove. I was advised by Cinch Home Services that Georgia Appliance Pros stated the stove cant be repaired because ******* Homes Solutions damaged components of the stove and the replacement parts cannot be utilized. I have contacted Cinch Home Services several times per week requesting that authorization for a new stove be approved. Cinch Home Services has not provided any information on when this approval will be done. I have been without a stove in the home for almost two months with no resolution from Cinch Home Services. I have requested to speak to a manager or have my case escalated on several occasions however the customer ********************** department refuses to transfer me to a supervisor or anyone in the authorization department. I am requesting assistance with getting Choice Home Services to provide authorization to have my stove replaced.

  

  Business Response

  Date: 09/15/2022

  We have received **************** complaint and understand the urgency of having a claim for a major kitchen appliance, such as a range,resolved in a timely manner. We sincerely regret the delays that occurred and will use this as a learning opportunity to improve our processes. ************** worked directly with a member of our leadership team who approved to replace his range. ************** accepted the replacement model we offered, and our records show that it has since been delivered.
  
  We apologize for the frustration he endured and appreciate the opportunity to address his complaint.
  
  Respectfully,
  ****, Customer Relations 

• Initial Complaint

  Date:09/01/2022

  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.

  Signed up for home warranty plan as I had it at a previous residence. The company has sold from total protect to Cinch home services. I have paid through autopay ***** for the last 12 months. About six weeks ago our washer started making really loud noises so approximately a month ago I set up a service request and paid the $125 service chargers plus a fuel surcharge of $10 which had not been previously disclosed. The technician came a week later from ****** home services) and advised us that the washer would need a complete overhaul. He left what was a working although noisy washer inoperable without letting us know and now it is three weeks later and we still havent received all the parts or a working washer. I have made multiple phone calls to both Cinch and ***** home services to find out the status of parts and to express my frustration with being left for almost a month without a washer. I have been told that things have been escalated and that I will receive communication back but have still heard nothing days later. On 8/30 my wife and I proceeded to feel forced to purchase a new washer which cost approximately $600.00 on sale, as we cannot go any longer without a washer. The washer that we replaced is still available new for $799 through Lowes.I feel like this company is just pushing me off and could care less that they are not providing me with a service I have paid for. I also feel like I cannot cancel the service due to no resolution on the current situation. The last month payment was processed on 8/23/22. Also the warranty paperwork states if they cannot repair an item they will replace it.

  

  Business Response

  Date: 09/15/2022

  We have received ****************** complaint and would like to convey that we would not intentionally allow a customers claim to go unresolved for an extended amount of time. Unfortunately, one of the parts needed to repair his clothes washer has been on back order. Since **************** elected to go ahead with replacing the machine, we are providing a cash payout of equal value to our cost for the repair. Also, as a customer ********************** gesture,we refunded the deductible that he paid upon service initiation. The deductible refund will go back to the credit card on file, and he will receive a check via ***************** Postal Service for his claim payout.
  
  On September 15th we left him a detailed voicemail message and sent an email message advising of this update.
  
  We regret that his experience did not live up to his expectations, and we appreciate the opportunity to address his complaint.
  
  Respectfully,
  ****, Customer Relations
  

• Initial Complaint

  Date:09/01/2022

  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 submitted a claim (SCCQ830972CB-2) to Cinch Home Services because my air conditioner went out. I called on Thursday, August 25, 2022. The representative attempted to get in touch with a repair company, but was unable to reach the only provider they had in our area. The claim was referred to their dispatch department to find a company that was available to repair the A/C. I was told that if after 2 days the dispatch department did not contact me, then I could find my own repair company that was available to repair the A/C. After the dispatch department did not contact me when they were supposed to, I had a local company repair my A/C. I did exactly what I was told to do and now Cinch Home Services told me the repair was unauthorized and they would not cover the cost of the repair. My complaint is that I did exactly what their representative told me to do and now they are telling me they won't cover the cost of the repair. I have paid for this same home warranty service for 5 years and now they are refusing to honor their end of the contract.

  

  Business Response

  Date: 09/15/2022

  We have received the complaint submitted by **************** regarding the claim for his air conditioner. We aim to provide the right provider at the right time, and in this case, we did not meet our objective.Unfortunately, **************** resides in an area where we have limited availability to service his request. In this instance, his request was sent to our dispatch department to assist with assigning an in-network service provider to complete the job.  Our dispatch department assigned ******* Heating and Cooling to Mr. ******* service request, however, **************** had the work completed already with his own service provider. The warranty specifically states we are not liable for any costs incurred without our prior consent as this is considered unauthorized work and not covered under the warranty. Upon further review of the circumstances surrounding his claim, we have agreed to review the paid invoice for the work he had completed in consideration of a reimbursement for any covered costs. We spoke with **************** on September 14th and provided this information. We are currently awaiting his invoice to review and once received we will follow up personally to share our final decision.
  
  Sincerely,
  *********, Customer Relations