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

• 

  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:09/01/2022

  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 purchased a home warranty plan from this company and 4 or 5 months later, I submitted competent proof of loss of my water heater: $1050.00 This is the result- Date: 8/18/22 16:35 (GMT-06:00) To: *********************** Subject: Service Job SCCQ72F6D624-2 [#*******] Dear ******************,We have approved the Claim Reimbursement of your Standard ************** ******** in the amount of $629.00.The following costs are covered by your warranty and reflect the amount your warranty will pay: Water Heater $529.00 Labor $250.00 Deductible due after refunded to credit card $150.00 By your acceptance of the Claim Reimbursement amount proposed herein: (i) your claim will be closed by Cinch Home Services; and (ii) no additional reimbursement will be due and payable under the terms of the Agreement for the item listed above. My reply was my reply: I am a 90% Service Connected USMC ******** Era veteran that purchased this plan because I can no longer do repairs myself. Where can you buy a water heater replacement for 529$ your offer of settlement is embarrassing to my intelligence and a shabby reflection on your business ethics. Please correct the figures and resubmit. They have and refuse to do anything to resolve the issue.

  

  Business Response

  Date: 09/15/2022

  We are in receipt of Mr. ******** complaint and recognize the outcome of his water heater claim has left him frustrated. It is our goal to ensure our homeowners are provided with the full benefit of their home protection plan and we have reviewed his account in its entirety. 
  
  Our records indicate that we had a limited availability for service in his immediate area, so we offered ****************** the opportunity to locate his own provider to help expedite a resolution of his claim. In these instances, we will process a reimbursement for the covered portion of the work completed, based on the terms and conditions of the agreement. We provide specific instructions to follow wherein it states We will reimburse you for the covered costs minus your deductible. Covered costs are reimbursed based on standard retail costs in your area The reimbursement amount presented to ***************** was based on the local retail value in his area for the equipment necessary to facilitate the repair.  Mr. ******** request for further compensation is not approved.
  
  We appreciate the opportunity to review his case.
  
  Sincerely,
  *********, Customer Relations 

• Initial Complaint

  Date:09/01/2022

  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.

  Aug 23, 2022 7:22 AM Home Warranty Notice: Regarding your Dishwasher service request SCCQ8305E5F2. Did your service appointment run as scheduled? Respond Y or ****** Appliance Guy: Mak, Tech: You are customer and you can fight for replacement as you are paying monthly subscription. I am just a technician. They are decision maker.Authorization denied replacement dishwasher unit. This unit had the same repair in April 2021, still faulty Service Order # SCCP4256971D Fixing a broken dishwasher unit without running full diagnostic to determine why control panel keeps shorting.

  

  Business Response

  Date: 09/15/2022

  We are in receipt of the complaint submitted by ********************** regarding his dishwasher work order.  We regret that multiple repairs have been completed without fully resolving the problem with his dishwasher. Please know, it is always our goal to resolve the failure to any covered appliance during the first repair, and we would never purposely delay resolution of any customers claim.
  
  We reached out to ********************** on September 14th to confirm the status of the repair and found that the repairs have not yet been completed.  As a customer ********************** gesture, we refunded the deductible and the surcharge he paid due to the delays. We will continue working directly with him to ensure his claim is completed as quickly as possible from our point of contact.
  
  We appreciate the opportunity to review Mr. ********** case.
  
  
  Sincerely,
  ****, Customer Relations

  Customer Answer

  Date: 09/15/2022

   
  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,
  
  Mr. **************;

• 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 request to have my dishwasher fixed on April 14, 2022. The first visit from a service tech was completed with the tech ordering parts. One part out of four ordered has arrived. I am still waiting for the rest of the parts. So far there have been 4 visits scheduled to look at or fix the appliance. After the initial visit, the techs call to schedule a time for the service call, but when told the parts for the appliance have not arrived, they say it is not worth their time to come to the house. I have waited since April with no action or contact from Cinch about this submission. A service fee has already been paid. The contract states that if the appliance can't be fixed it will be replaced. I think after six months without parts available that would be considered non fixable. I have contacted Cinch on several occasions and get told it will be looked into. No response after that.

  

  Business Response

  Date: 09/15/2022

  We have received Ms. ******* complaint and regret that the claim process for her dishwasher has not lived up to the straightforward, efficient service we aim to deliver. We recognize the importance of clear, timely communication and in this instance, we did not meet that objective. Some of the parts necessary to repair Ms. ******* dishwasher are on backorder. In light of this, we have approved to replace her unit with a comparable model, or if she would prefer, she can select a cash buyout option. This update has been sent to her via email correspondence and we will process her decision accordingly. We also spoke with her on September 15th to make her aware of our decision.
  
  We apologize for the frustration she has endured and appreciated the opportunity to address her 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 am Customer of ********************, I have submitted a service request and did pay 75$ deductible for repairing my refrigerator.- Service request was submitted on August 3rd 2022.- First service provider came to look at the refrigerator and concluded that it is non-repairable.- After the visit no one from home warranty offered me a resolution and instead they did close the ticket without even calling me or doing anything.- I spent hours and hours everyday on the phone trying to find a resolution with them, but unfortunately I was not able to find anyone from customer ********************** representatives that able to solve my problem.- In one of the calls, they have decided to re-open the case and assign another service provided to come look again at the refrigerator.- For the second time, the second service provider came and did conclude the same thing: The refrigerator is non-repairable.- Unfortunately, the warranty department did not contact me after the second service provider second visit, and my online account is still showing pending appointment.- Now, me and Family are having a non-repairable refrigerator and the warranty department are not responding to our Emails, and also not resolving the problem and not moving forward with the service request.- It has been now almost a month for me to push the warranty by phone and Emails, yet I did not get any resolution.My information:My plan #******** Service Order # SCCQ8301CDBA

  

  Business Response

  Date: 09/14/2022

  We have received and reviewed the complaint submitted by Mr.********  We regret he has experienced a failure with his refrigerator and did not receive the resolution in a desired amount of time.  We aim to provide an effortless claim experience, and, in this case, we did not meet our objective and apologize for any inconvenience this has caused.
  
  We have since approved a replacement or a cash allowance in lieu of the replacement offered for his refrigerator.  Mr. ******* has accepted the cash allowance and will receive his payment no later than September 27th.  We have spoken with Mr. ******* today and have refunded his deductible as a good faith gesture. We regret that Mr.******* made the decision to cancel his policy.
  
  We appreciate the opportunity to review his case.
  
  Sincerely,
  ****, Customer Relations

• Initial Complaint

  Date:08/31/2022

  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 requested service because my electric range is not heating properly. I requested the service May 5, 2022. I was charged $75 and a repair man from National Service Alliance arrived. He looked at the range and indicated that he did not know how to repair the brand of range, but that the company would contact someone who is an authorized dealer and indicated that I would get a call back. I waited, then. on July 29, 2022, I messaged Cinch once again, wondering why I have not received a call or any communication. I received a message indicating, "We regret to inform you that the range is not eligible for coverage under the Terms and Conditions of your warranty Agreement." Then in August I received a phone call on a recorded line from a Cinch Representative telling me that I had a damaged range caused by rodent and that I should contact the National Service ***************** I had no idea of what she was referring to. I do not have any damage due to rodents. I asked her if there were any proof or pictures of her claim. The thermostat is off, incorrect temperature. She could not tell me why I never received a response or a call, just "for that we apologize". The lady provided the number for National Service Alliance. She hung up on me. I did contact National Service Alliance and they indicated that they are not an authorized dealer for my electric range and furthermore, National Service Alliance gave Cinch the name and contact information for an authorized service provider that is located approximately one hour and forty minutes away. The rep said that they never said that there was any rodents, but that Cinch wanted a reason not to fix my electric range. They think that a crumb or piece of something may have fallen, but they never smelled anything awkward and Never saw rodent. and most importantly that they were not an authorized dealer. He also said that it was clear that Cinch did not want to contact the recommended dealer.

  

  Business Response

  Date: 09/14/2022

  We have received the complaint ********************** submitted for the service on her range.   We regret to hear that the claim experience was less than satisfactory.  Our goal is to provide our customers with every benefit provided by their home warranty, and we regret any inconvenience experienced.
  
  ********************** processed a work order for her range and experienced a delay in receiving a resolution of her work order.  Her claim was initially denied coverage due to reported rodent damage.  We have investigated the service report that was submitted and have approved ********************* to utilize an out of network provider to obtain a second opinion.While we cannot guarantee a different coverage decision, we are willing to review their findings with an open mind.
  
  We emailed her on September 14th to provide this update and will review the diagnosis to determine coverage under the terms of the policy once received.
  
  We appreciate the opportunity to further review her claim.
  
  Sincerely,
  ****, Customer Relations

  Customer Answer

  Date: 09/23/2022

   
  Complaint: 17809144
  
  I am rejecting this response because: Cinch has asked me to find a out of network service provider. I am unfamiliar as to where to locate one.  My understanding is that Cinch was provided information on an appliance repair company by the previously assigned service provider, but refused to contact them.  I am still searching for one.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 10/04/2022

  We are in receipt of Ms. ********** rebuttal and regret to learn of the difficulty she has experienced in locating an appliance company in her area. Unfortunately, due to limited availability with vendors within our network, we are unable to assign a second opinion to assess her range. Please bear in mind that seeking a second opinion is being done as a customer ********************** gesture, and is not typical of our process. The warranty sets the expectation that our decisions will take into account the professional assessment of our independent contractors. The provider who diagnosed her range found rodent damage, thus, in accordance with the coverage guidelines set forth in her contract, we had to decline coverage.
  
  In order to make a different determination, ********************** will need to provide a diagnosis from the vendor of her choosing. Until such time this occurs, our decision not to address her claim will stand.
  
  Respectfully,
  ****, Customer Relations 

• Initial Complaint

  Date:08/31/2022

  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.

  Home warranty has misdiagnosed refrigerator problems 3 times and refuse to replace it. Long wait times between repairs and returns getting parts. Employees and supervisor promising callbacks that never occur. I think this is a scam to keep customer paying ********************** calls. Terms of plan do specify they do cover replacements.

  

  Business Response

  Date: 09/14/2022

  We are in receipt of ************************ complaint. We recognize the inconvenience of going without a major appliance for an extended period of time and regret any difficulty she has experienced waiting on a resolution.
  
  Our records indicate that the Sears technician ordered an evaporator for her refrigerator which arrived on September 1st. The soonest appointment at the time was for September 15th, however, a high priority agent started working her request and was able to secure a sooner appointment. Unfortunately, it was found the incorrect evaporator was received,and another order has been placed for the necessary part which has an estimated time of arrival for September 14th. Currently her appointment is scheduled for October 3rd, but please be assured that we are working to secure her sooner appointment if possible. Her case manager has actively been working to get his resolved as quickly as possible and keep her updated on the status. She has also been offered funds for a portable refrigerator as a temporary solution until her refrigerator is repaired.
  
  We appreciate the opportunity to review her case.
  
  Respectfully,
  ******, Customer Relations  

  Customer Answer

  Date: 09/15/2022

   
  Complaint: 17808764
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:08/31/2022

  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 bought a home 10 months ago that came with a Cinch Home Warranty. Our 17 year old trash compactor, included in the home warranty, stopped functioning correctly. We submitted a claim. We were assigned a provider whom I called. He immediately told me "I don't do trash compactors, I only do garbage disposals." These are very different appliances. I had to call Cinch to explain this -- it took about 30 minutes. She said they'd assign another service provider. They did the next day. Same thing, called them, "No, I am a plumber, I only do garbage disposals." I called back to Cinch, another 30 minutes. They assign another service provider the next day, SAME THING, "I don't service trash compactors." At this point, we have wasted a couple hours of my time, and my trash compactor is still not working. I called them back and explain, and 45 minutes later, the woman takes long notes on the situation. 3 days later (a week has passed) we FINALLY get someone who says they'll do trash compactors. The man comes to our house, I show him what's wrong and he goes to work. I walk into the kitchen to see him watching ******* videos on how to fix it. He starts tightening bolts, and does a bunch of things with the screws. Didn't fix it. Watches more ******* videos. Nothing. I come in and ask, "How are things going?" He said "fine," and I see him on a DIY website. This man clearly has no idea how to fix this trash compactor. After about an hour and a half of tightening screws, he says, "Well, I think it's the foot pedal. I think it's broken. I will ask the home warranty company about ordering a new one." The next day I get a phone call from Cinch, "We have received the report from the service provider and your claim has been denied for misuse of the trash compactor." I said "what?! He said he thought it was the foot pedal, but he wasn't sure." She says, "He said that it was not normal wear and tear." And I tried real hard to fight it. And they said, "You can pay for your own provider."

  

  Business Response

  Date: 09/14/2022

  We received Mr. ******* complaint and recognized his frustration with the claim for his trash compactor. Please know, we would never intentionally delay the resolution of a customers claim. In this instance, the service partner advised that the foot pedal was used incorrectly which caused the failure to the unit. **************** sent in additional information and we made the decision to offer a second opinion in order to obtain the diagnosis of the unit.
  
  We reached out to **************** on September 14th to discuss the next steps on his claim but we were not successful in reaching him.We sent him an email communication which provides our contact information, in the event he wishes to reach out to us directly.
  
  Respectfully,
  ****, Customer Relations 

• Initial Complaint

  Date:08/31/2022

  Type:Customer Service 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 Saturday we found water dripping from the ceiling. Called Cinch and requested a plumber. We were given a company to contact, we called and left a message and the plumbing company called on Monday and the earliest appointment would be Wednesday. I then searched and found the source of the leak. It was a pin hole in copper line behind shower. I attempted to stop the leak with tape and flex seal spray. This did not stop the leak. I then found shut off valve for the water line and turned it off. When the plumber arrived on Wednesday he looked at the water line and said it would need to be replaced but he had to take pictures and send them in to the company before doing the repair. This was done. Then Cinch called and said I that I had voided the contract by making unauthhorized repair and they refused to work on it or refund money. This was 4 days after leak started. Ceiling is stained badly. Would have been worse had I not intervened.

  

  Business Response

  Date: 09/13/2022

  We are in receipt of Mr. ******** complaint and reviewed the service request for his water line to ensure he is receiving the full benefit of his home protection plan. As with any home warranty, coverage is detailed in the agreement and there are general exclusions and limitations which may apply.
  
  Our records indicate that the assigned service company reported their technician found the cold water feeding the shower valve wrapped in tape and flex seal spray which affected the open threads of the valve and coated the pipe. The technician could not locate the leak due to there being too much flex seal but stated ****************** advised it was 1.5 away from the valve connection. The technician reported this was too close and covered too much in flex seal to be able to repair the leak, and the valve would have to be replaced due to the temporary repair ****************** had attempted. His warranty agreement does not cover any failure when the covered item has been repaired,modified, or adjusted in such a way that it prevents our service provider from diagnosing or repairing the failure. In this instance, his claim does not qualify for coverage. We have included the relevant portion of his policy for reference.
  
  We recognize that ****************** disagrees with our decision,however, the decision was made in accordance with the terms and conditions of his warranty agreement. We have reimbursed the deductible he paid as a customer ********************** gesture which will go back to the card charged within 3 to 5 business days. We have sent him email correspondence and he is welcome to follow up directly should he have any further questions or concerns.
  
  We appreciate the opportunity to answer his complaint.
  
  Respectfully,
  ******, Customer Relations
  
  
  IV.GENERAL EXCLUSIONS AND LIMITATIONS
  14. This Agreement does not cover any mechanical failure when the covered item or system has been repaired, modified, disabled or adjusted in any way which prevents us or our independent contractor(s) from inspecting, diagnosing and/or repairing the mechanical failure. If you authorize or perform any improper alterations,installations or repairs or improperly modify any system, appliance or component covered by this Agreement, or damage it in the course of remodeling or repair, we will no longer be obligated to cover such item(s).

• Initial Complaint

  Date:08/31/2022

  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 7/26/2022 we filed a claim with Cinch home services for a malfunctioning electric double-wall oven. Service Order #SCCQ72FED66D. A technician was dispatched to our home on 7/28/2022 and determined that two replacement parts would be needed, but he did not have the parts required to fix the oven. He submitted a request for Cinch to try and find the parts needed to fix the oven. He was also not certain if Cinch would be able to get the parts, because the oven model is nearly 20 years old and has been discontinued.After several phone calls with Cinch for status updates, I was told that both parts would be delivered by 8/23/2022, and then the technician would be able to proceed with repairs. As of today, 8/31/2022, only one part has been delivered, and Cinch has not been able to provide verification that the second part has even been shipped, and I have been without a functioning oven for more than a month.At this point, if Cinch cannot provide and guarantee an actual and reasonable delivery window for the second part, which I suspect they are unable to find, I want them to proceed with authorizing a replacement for my existing electric double wall oven.

  

  Business Response

  Date: 09/14/2022

  We received Mr. ********* complaint and sincerely regret the delays and inconvenience he experienced awaiting resolution to his double wall-oven claim. Our records indicate the source of the delay was related to a parts delay. Since submission of his complaint, the control board and relay board were received, and the repair was completed September 6th.
  
  We appreciate the opportunity to answer his complaint.
  
  Respectfully,
  ****, Customer Relations

• Initial Complaint

  Date:08/31/2022

  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 08/21/22 I filed a claim with cinch home warranty services under my ***** home warranty. They told me that no one could come out for my broken refrigerator until September 6. They asked if I wanted to use their national provider network and I agreed. Two days later they told me that they could not find a provider in my area and sent me an e mail authorizing me to find my own repair./estimate. I had a technician come out on August 26, ****. He gave me a receipt showing that the fridge needed a new compressor and that he recommended replacing it. Cinch home services who is *****' partner, said that they needed additional info on the receipt. The original vendor was not able to give me that. So I scheduled an estimate with another company. I submitted it to Cinch. They have offered to pay the 154 dollars that the company charged me for the estimate and then close my claim. I said but what about my broken refrigerator. They repeat what they said and just want to pay me for my estimate, leaving me with a broken refrigerator. They have also collected 100 dollars from m e for the deductible for their technician to come out, which he never did. Basically they are offering me 54 dollars for my refrigerator. That is less than I pay each month for the plan. When I speak to a rep, they refuse to put me through to a supervisor and then at the end of a twenty minute conversation we suddenly have connection problems and a lot of static on an otherwise clear connection. This happened with another of their reps last week. I am asking for some assistance in getting them to honor their warranty to either repair or replace my appliance as advertised

  

  Business Response

  Date: 09/14/2022

  We are in receipt of Mr. ********* complaint. Our records indicate we provided him the option to use a service provider of his choice due to limited network availability as a quicker way to resolve the issues for his refrigerator. In this instance, it would require his service companys diagnosis and an itemized breakdown of the costs to reimburse any covered work completed by the warranty. The documentation provided by ******************** indicated the compressor needed to be replaced, however, the cause of failure was not included. As with any home warranty, coverage is detailed in the agreement and there are some items and conditions that *** not qualify for coverage which is why this information is necessary in order to make a claim decision.
  
  We spoke with ******************** on September 13th to address his concerns. He has since replaced his refrigerator, and we have provided him with our costs of a comparable replacement refrigerator and reimbursed the service call fee he paid to have his refrigerator diagnosed as well. His funds have been processed and should be received electronically within 1 to 3 business days.
  
  We appreciate the opportunity to answer his complaint.
  
  Respectfully,
  ******, Customer Relations