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

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

• 

  Cross Country Home Services

  1520 E Greenville Street, Suite K Anderson, SC 29621

• 

  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:08/30/2022

  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.

  In November of last year, while I had Cinch Home warranty coverage I was informed that our heating system furnace was condemned due to a cracked heat exchanger. I called Cinch and was told specifically that I DID NOT have heating system coverage. I spent approximately $9,000 to replace my heating and air conditioning as they had to be replaced at the same time. In reviewing my policy, it seems that Cinch incorrectly denied me coverage. I have attached the documentation of my expenses and the report that lead to my furnace needing to be replaced. I called Cinch today to explain all of this and was told I could not be reimbursed because a repair was not authorized. I understand a repair was not authorized, because I was told I didn't have coverage. I have emailed Cinch twice with no response.

  

  Business Response

  Date: 09/13/2022

  We have received ************** complaint. All customers are sent a copy of their agreement upon enrollment in addition to having access to it any time through their online account portal. We have no notations that state ************ called in to request service but was turned away and inaccurately advised he does not retain coverage for his heating system. As a good faith effort to ensure we get it right, we are reviewing our call records from that time period and will follow up with ************ directly once our investigation is completed.
  
  We appreciate the opportunity to address his complaint.
  
  Respectfully,
  ****, Customer Relations 

• Initial Complaint

  Date:08/30/2022

  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.

  Dear *** or Madam: I am writing this letter regarding a service I received from Cinch Home Services.My account number with ********************** is Contract number 10472773/Claim number SCCQ72FB3A09. I reported air conditioner went off on 07/16/2022. House temperature was 102. I contacted customer ********************** and was told this was considered an emergency and someone was supposed to contact me within 24 hours. I decided to move to a hotel.No one contact me, I called the company again on 7/17/2022 and was told there was no one available to go to the house I called again on Monday 7/18/2022 and demanded the claim to be reassigned to someone who can take care of the problem immediately. I was told claim was assigned to Reliable Construction and Maintenance and I needed to call the technician to schedule appointment. On 7/18/2022 Technician went to the house and stated the unit had to be replaced.Technician said he will send estimate to the company and wait to see if the company will replace the unit or repair it. I received a text from the company stating they will replace the unit. Another week passed by and I received another text stating the parts were ordered. So, I decided to stay in the hotel one more week hoping parts will be received and the unit will be replaced. I called on 7/26 and spoke to a supposed supervisor requesting a replace date and was told, the parts were ordered but unfortunately she did not have a date for the installation yet. Supervisor said that unfortunately there was a delay in parts. I was still living in a hotel, and there was no resolution to my claim. I also provided name of Contractors in the area available. Arbitration offered $2,008.67. On 7/30 I called again, no date for replacement. I decided to take the $2,008.67. I took a loan and paid $7,698 for AC. My policy also covered Hotel expenses of up to $1,200. Assurant C# *********** is waiting for a letter from Cinch showing reason for delay on repairs to reimburse me the $1,200.

  

  Business Response

  Date: 09/13/2022

  We have received **************** complaint and regret to learn that the claim experience for her air conditioning system left her frustrated.Our mission is to be there for our homeowners in their time of need, and to ensure efficient resolution of their claims. We make every reasonable effort to assign a network service partner with timely availability, and since ************** filed her request for service on a Saturday, we were not able to confirm availability with a new service company until Monday, July 18th.The emergency lodging benefit that ************** retains is processed by a third party and our records show that we provided the requested information on August 31st.
  
  On September 13th we reached out to ************** directly to discuss her concerns and confirm whether she has received a decision from the third-party claim processor for her emergency lodging benefit. We were unsuccessful in speaking with her by phone and left a detailed voicemail message, in addition to sending her an email message providing this update.
  
  We appreciate the opportunity to address her complaint.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 09/14/2022

   
  Complaint: 17798147
  
  I am rejecting this response because:  my complaint was based on your irresponsible response to my claim.  I submitted the claim on July 15, 2022, moved to a hotel on the same date because I could not stand the 110 temperature inside my house.  And I  lived in the hotel until August 2.  I called your company every other day to ask for the status of my claim.  I was placed on hold for longer than one hour, and when I finally spoke to someone No one could tell me the status, just that the parts were ordered.  That was not acceptable response because I was living in a hotel, this was supposed to be handle as an emergency.  On August 2nd I received a text stating the parts were shipped and to wait for the call from the service provider within a week.  That same date I went back to my house.

  The bottom line is that I was away from my home because you refuse to assign a provider who could complete the replacement of the ** unit in a timely manner.  I stayed three weeks in a hotel and paid out of pocket.  I am supposed to be reimbursed by Assurant, but that is part of the coverage I have.  

  My point is, I am a senior citizen that have paid premiums for near four years and never had a claim before.  I was not able to live in my home due to the strenuous heat.  I had many expenses, food,  hotel, laundry.  My complaint is that when I needed your service, you failed.  
  

  Due to your irresponsible response, I had to get a loan and pay out of pocket $7,725 for a new unit.  Your company only paid $2,008 for the claim, does that sound fair to you?

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

  

  Business Response

  Date: 09/23/2022

  We have received **************** response and acknowledge that delays occurred with the parts needed to restore her air conditioning system to full functionality. ************** ultimately elected to accept the cash value of her claim knowing the amount she would be receiving. We are unable to provide her with additional compensation since claims credit payouts are based on the value of the claim, and the work would have been performed by an in-network service company for this amount. As a customer ********************** gesture, we have reimbursed her for one monthly premium payment. We sent ************** an email to provide this update in writing.
  
  We appreciate the opportunity to further address her complaint.
  
  Respectfully,
  ****, Customer Relations
  

  Customer Answer

  Date: 09/26/2022

   
  Complaint: 17798147
  
  I am rejecting this response because:
  

  I dont think its fair to receive only one month premium.  Cinch home services dont do any justice to your company name.  You were supposed to assist me in a timely manner and you fail to do your job.   Please understand I am senior citizen who was not able to live in a house with 105 degrees and waiting more than three weeks for you to announce the parts were shipped.  The claim was reported on July 16 and I received your text about parts being shipped on August 2nd.  Unfortunately taking more than three weeks waiting for your service was not an option for me.
  

  I am giving you an opportunity to make things right before commenting on your irresponsible response on social media.

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

  

  Business Response

  Date: 10/01/2022

  We have received **************** response and recognize she was eager to have her air conditioner repaired. Our records show that she placed her service request on Friday, July 16th, and our research team concluded their process (which includes locating the correct equipment with a distributor and verification with our service partner) and ordered the equipment on July 22nd.The average cycle time is about 3-5 business days for equipment to be delivered, and ************** notified us on July 27th that she no longer wished to wait and wanted to take the payout on her claim after being advised of what the amount would be. We recognize the urgency of having her unit repaired, however, the warranty company has little control over shipping timeframes. As a good faith effort to resolve this matter, we refunded her deductible and one months premium. She is not entitled to any further compensation or manner of coverage for this claim. We consider this matter closed.
  
  Respectfully,
  ****,Customer Relations 

• Initial Complaint

  Date:08/29/2022

  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.

  On July 4 my air conditioner unit went out. So I scheduled for Cinch to send someone out to check it. A ***** tech came on July 22 and said what was wrong with the unit. So he was coming back on Aug 5 but that was canceled by the company. Than the next date was Aug 26 but nobody showed. I called because of a no show to see what is going on. The company said that the guy went home sick. The company also said that they would have another company come fix the problem this week Aug 29 -Sept 2 since I have bad asthma and breathing problems. But nobody is answering my calls or returning my calls. I talked to ****** on Friday August 26 and she said she would call me Monday morning August 29 but have not heard from her. I was also told that the ***** tech would be out on September 16 but now that has changed to September 23. Our warranty expires on September 2, 2022. So now the company isn't going to fix the repairs on my unit. I really don't think this is far for anybody to go through especially people with asthma or breathing problems.

  

  Business Response

  Date: 09/09/2022

  We have received Ms. ********* complaint on the delays in completing the repairs to her air conditioner.  We understand the importance of having a working air conditioner during the heat of the summer.  We regret ******************** experienced delays having the repairs completed.
  
  We also understand the importance of sending the right technician at the right time, and regret that the service provider could not complete the repairs.  We have since refunded Ms. ********* deductible for the inconvenience.  The repair has been completed and air has been restored to the home.
  
  We appreciate the opportunity to review Ms. ********* case.
  
  Sincerely,
  ****, Customer Relations

  Customer Answer

  Date: 09/12/2022

   
  Complaint: 17794035
  
  I am rejecting this response because: *********** stated that they will refund the cost of our window air conditioners that we had to purchase but have not received anything ********* we were told that we did not have to pay for the recovery fee but now it's the not knowing when that bill will come. This company states alot but never follows through with what is said. So we don't know if we will get refunded or get charged. We no longer have this company for fixing anything. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 09/22/2022

  
  We have received the rebuttal ******************** submitted for the reimbursement of the window units she purchased.  We received her receipt and processed the reimbursement for the maximum amount of $250.00.  We have advised ******************** the check will arrive within **** business days.
  
  We appreciate the opportunity to answer her complaint.
  
  Sincerely,
  ****, Customer Relations

  Customer Answer

  Date: 09/22/2022

   
  Complaint: 17794035
  
  I am rejecting this response because:
  The company has had the receipt since end of August and yet I have not received a check ********* the company is waiting so they will bill me $359 for the recovery fee that I was told I didn't have to pay. 

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

  

  Business Response

  Date: 09/27/2022

  We have received Ms. ********* response. The delay in processing her reimbursement for the portable air conditioner she purchased was due to the unreadable file format in which the receipt was initially sent. We communicated to ******************** that she would need to send it in a different format in order to open on our end. Once we were able to read the receipt for proof of purchase, her reimbursement was processed.
  
  As for the $359 for reclamation of Freon, we have no record of ******************** being told this amount would be waived. We do have record of her accepting to pay this out-of-pocket cost.
  
  We appreciate the opportunity to further address her complaint.
  
  Respectfully,
  ****, Customer Relations
  

  Customer Answer

  Date: 09/27/2022

   
  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.
  I won't be happy since I have not received my check yet. But the company is keeping it towards the money that I was told was taken care of and I didn't have to pay.  ************ ripes people off and takes their money and doesnt fix the problems without wanting more money. I am so glad that I am done with them. 
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:08/29/2022

  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.

  This company has failed to honor the agreement by failing to provide the services needed to fix/replace the Central Air system in the home solely because they say they do not have people in my area to perform the warranty work! Apparently it is acceptable for them to not address the issue of a failed ** system during 100+ degree days even though they know my wife has COPD due to smoking for years and she cannot tolerate high temperatures and/or high humidity!They allowed me to contact a local company to check out the ** to find out what needs to be done. It was determined it must be replaced and the estimate of (I was told by them) was a very fair estimate of $5700. However they maintain that since the Company with the estimate is not one of their contractors, They only want to cover $2900 and me pay the balance! I have requested them to get one of their contractors to come and repair or replace my ** . But it has been since late July since the unit Failed and still no progress toward the repair or replacement !

  

  Business Response

  Date: 09/09/2022

  We have received the complaint submitted from **************** on the claim buyout amount.  We regret **************** is dissatisfied with the amount offered to him.  
  
  We strive to provide service within a reasonable amount of time and so we approved **************** to utilize an out of network provider to service his air conditioner. In the event our in-network provider does not have availability within a timely manner we will approve our customer to use an out of network provider. We do have a process that needs to be followed when utilizing this option and **************** was sent an email communication with these guidelines. The email that is sent out states what information we will need to review for coverage and a possible refund.  We also advise in the email we only reimburse covered costs under the warranty agreement, and those covered costs are reimbursed based on standard retail costs in the customers direct area. We also provide examples of items that are not covered under the policy. 
  
  We understand the importance of having a working air conditioning in the peak of the summer.  We provided **************** with a reimbursement for a portable unit on August 8th to assist with relief.  **************** has accepted the claim payout and it is being expedited to him via Federal Express. We have also proved an additional refund for a second portable and have refunded his deductible due to delays in resolution.
  
  We appreciate the opportunity to assist **************** with his case.
  
  Sincerely,
  ****, Customer Relations

• Initial Complaint

  Date:08/29/2022

  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 service that I pay for each month for fix Appliances, Hvac , Plumbing, The policy is if the company can't fix you problem they will either offer something comparable to your applinance or offer you a check to buy another one. My refrigerator is 23 years old and my refrigerator was leaking under the bottom of it several times a day. The Technician came out and said they fix it and they told the warranty company it was completed. I had to call the warranty company up again to re open the claim in which they did and send the guy from Absolute Appliances Repair phone# ************** or **************. well its been 6 weeks or longer and it's still not fix. The repair man said he written a claim form to the warranty company and telling them that the part he needs that they can't get them anymore and the warranty company told him to try these parts that they ordered and sent him 2 different parts and they were the wrong part. It is still not fix and if you try and call them to reach some one here they must outsource there calls to some where else where they put you on hold forever and while they are looking at your account every ******************************************************* something comparable to it so I can go get buy it.Thanks,*****************************

  

  Business Response

  Date: 09/12/2022

  We received Mr. ********** complaint and sincerely regret any difficulty he experienced while awaiting resolution of his refrigerator claim. We aim to provide a stress-free claim process and, in this case, we clearly missed our objective and apologize for the inconvenience. During our review of his account, the service technician advised that the refrigerator failure was related to the water line, which needed to be repaired from outside of his home to the inside. However, based on terms and conditions of the contract, any plumbing outside the perimeter of the foundation is not covered. We have included the contract information for review as well.
  
  We attempted to speak to ********************** on September 12th to discuss the claim, however, we were not successful in speaking to him. We did leave him a voicemail message with our contact information should he wish to call us back.
  
  We appreciate the opportunity to review his case.
  
  Respectfully,
  ****, Customer Relations
  
  4. Plumbing System/Plumbing Pipes
  
  Examples of Items/Conditions Not Covered: All plumbing in or under the ground, foundation or slab; all piping and plumbing outside of the perimeter of the foundation; any piping or plumbing in a detached structure;bath tubs; bidets; caulking or grouting; color or purity of the water in the system; concrete encased plumbing; conditions of insufficient or excessive water pressure; conditions of water flow restriction due to scale, rust,minerals and other deposits; exterior hose bibs; faucets; holding and pressure tanks; inaccessible plumbing; jetted bath tubs; jet pumps; laundry tubs; lawn sprinkler systems; pressure regulating devices; plumbing stoppages and conditions causing or caused by plumbing stoppages; repair and finish of any walls, floors or ceilings where it is necessary to break through to effect repairs; septic tanks and systems in or outside of the home; sewage ejector pumps; sewer and water laterals; shower enclosures and base pans; shower heads;sinks; solar systems; sump pumps; toilet tank lids and toilet seats; water damage; water filters; water purification systems; water softeners; ***** and well pumps; whirlpools, spas and their respective plumbing and mechanical components.

• Initial Complaint

  Date:08/29/2022

  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 1st contacted the company several months ago regarding my dishwasher leaking, and Not cleaning. I've since had to call back at least 3 times regarding the same issue each time I have to pay a $100 to speak to somebody as if it's a new complaint when you're only supposed to pay a $100 per issue.. I had an open case with a customer ********************** rep who just stopped responding to my emails. The leak in the dishwasher was addressed but I was told that it was possible it wasn't cleaning because there was no hot water to the dishwasher or due to it being faulty but until the hot water was addressed nothing could be tested. I paid out a pocket to have a plumber come and fix the hot water issue. After that I emailed back the rep and have received no response I do not want to call because in order to talk to a human I have to spend a $100 provide credit card information.. ************ is a complete scam please scam and I'm out several $100 when this one issue should have cost me $100. I'd like a full refund of the warranty and the money I've spent on this dishwasher issue.

  

  Business Response

  Date: 09/12/2022

  We received Ms. ********* complaint and regret the amount of effort she put forth trying to resolve her dishwasher claim. During our review of her account, we found opportunities for clearer communication which may have resulted in her claim being handled in a more timely manner. We will use her feedback as a learning opportunity to improve our processes.
  
  In an effort to acknowledge the inconvenience ******************** experienced, we also refunded the fee she paid for service on her dishwasher.This will be returned to the card it was paid from within 3 to 5 business days.We attempted to reach her on September 12th to discuss any remaining concerns she had in regard to the claim but we were unsuccessful in reaching her. We left her a voicemail message with our direct contact information should she wish to contact us back directly.
  
  We appreciate the opportunity to answer her complaint.
  
  Respectfully,
  ****, Customer Relations

• Initial Complaint

  Date:08/27/2022

  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 had a home warranty service with Cinch that covers appliances from March 2021 through March 2022. My refrigerator and dishwasher needed repair in December of 2021. While under warranty, I made a claim. The technician they sent us was unprofessional. Did not show up on the scheduled appointment. He did not look at the appliance, just took down the model number and guessed on repair to order, based on our complaint. Our refrigerator was leaking from behind and his assessment was that it was leaking from the door (a part that not covered). It was clear the leak was from a rusted connection in rear. I requested to receive a new repair service to return for a second opinion, who was able to assess and find the source of the issue. They were able to repair the fridge, but the dishwasher needed a part to be ordered to complete the repair.The order was placed, it was February at this point. It has since been 9 months since start of the claim and the repair was never done. I call periodically to follow up and Cinch only says that they will follow up on the status and will email me. I never received an update or solution. After several calls I insist on speaking to a supervisor but they say that a supervisor is not available to speak to me. The warranty states if unable to repair they will replace the unit but they refuse to do that because of "pending repair" the Repair service states there is no parts available to repair the dishwasher hence being unable to repair. Finally got through to a supervisor who states- Since the start of my claim, my warranty has expired (its only active for only 12 month segments) They argue despite that the claim was filed during a time of active warranty coverage they will not continue to complete the repair or exchange despite service claim being made during a reasonable and active time frame per warranty contract. Service was never completed or fulfilled while in active contract. Service Job SCCPC2B9E867-3

  

  Business Response

  Date: 09/09/2022

  We have received Ms. ******** complaint. Please know that the circumstances she has described are not reflective of the typical warranty process and we regret the extended delay she has experienced in resolving the claim for her dishwasher. In order to facilitate a resolution, we are sending a second opinion to assess her dishwasher to determine the course of action needed. On September 9th we spoke with her directly by phone and will follow up on the outcome of the diagnostic appointment on September 16th.
  
  We appreciate the opportunity to work with her and address her complaint.
  
  Respectfully,
  ****, Customer Relations
  

• Initial Complaint

  Date:08/27/2022

  Type:Delivery 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 filed a claim with Cinch in February on a microwave that had stopped working. All Star Appliance Repair LLC is the company that I was told to call. I called them and made an appointment for 2/28. A technician came out and "fixed" the microwave, but it stopped working again a couple days after he came. I called back, and got another appointment for 4/20; the technician said that he would need to order a part and they would call me when it arrived. I never received a call, and called them weekly (sometimes multiple times a week), since May. I also emailed them 3 times. Each time I called, they would tell me they need to check with someone else, and they'll give me a call back, but I never heard from them. During this time, I tried contacting Cinch with no luck. Finally, in July, I received an email from Cinch stating that we would be getting a replacement microwave. On 8/4, the microwave was delivered and the delivery guys told me they couldnt replace our old microwave because the screws were stripped. They told me to get the microwave out and theyd be able to come back to install it. As soon as they left, I removed the screws myself and removed the old microwave. I called the delivery company back and they said they couldnt come back because they had already closed the ticket. I called their customer ********************** and they told me to contact Cinch to reschedule the appointment. I contacted Cinch through chat on 8/4 and the representative said I will give them a call to confirm their availability and then she closed the chat. I then emailed Cinch on 8/5, 8/23, and 8/27 with no response back. Service order #: SCCQ22CA79AF Service pro company name: ALL STAR APPLIANCE REPAIR LLC Service pro phone number: ************** Item: Microwave

  

  Business Response

  Date: 09/09/2022

  We are in receipt of ******************** complaint and regret to hear the delivery company was unable to install her replacement microwave due to their inability to remove the screws holding in the existing microwave. In the event a situation such as this arises, we would provide a cash payout for ****************** to have the microwave installed by a company of her choice. Since submission of her complaint, she has received a check as an install credit to put towards having her microwave installed. Although this is not the outcome she was expecting, this was provided as quicker way to have her new unit installed. We spoke with ****************** directly on September 8th.
  
  We appreciate the opportunity to review her case.
  
  Respectfully,
  ******,Customer Relations 

  Customer Answer

  Date: 09/09/2022

   
  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:08/27/2022

  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.

  I have an annual service agreement with cinch home warranty that also covers my pool in part. At the beginning of June 2022 I contacted cinch concerning a failure in my water distribution system that cinch stated was covered in my agreement. I paid the service fee as required and awaited on a technician to arrive to complete the repair. I was notified by cinch by phone and email that they were unable to provide a technician to complete the repair and directed me to locate one and make the arrangements for the repair and pay the cost. Cinch stated I would be reimbursed after the repair was completed. Once the repair was completed I supplied all documentation, including paid receipts, to cinch and waited for the refund. A few weeks past and I received an email requesting if I would accept a partial payment ($1300 of the $2300 that I paid) I responded in writing stating I wanted a full reimbursement. Another 2 weeks past and I heard nothing from cinch. My wife called and was informed that we needed to provide an itemized receipt of the work completed. We provided the itemized invoice as requested twice and have yet to receive a response or reimbursement. We have contacted cinch multiple times, including today, and are told the same response that the claims department is reviewing the documentation. It has been over 3 months since I have paid for the repairs and provided all documentation and we have yet to receive any reimbursement or formal detail Ed ************** Ive included the correspondence between cinch and myself/my wife

  

  Business Response

  Date: 09/09/2022

  We have received Mr. ******* complaint and recognize that the outcome of the claim for his pool filter was not as he was expecting. Unfortunately, in Mr. ******* area we have a fewer number of providers to service pool related claims, and in instances such as this we have a process by which customers can utilize an out-of-network service company to complete requests and submit documentation for reimbursement. The instructions customers are sent prior to following through with the work state that we will determine the reimbursement amount, and that excessive costs will not be reimbursed in full. Upon completing an additional review of Mr. ******* claim, we have approved to provide additional compensation to bring his total payout amount to the full invoiced price in this particular instance.
  
  On September 9th we sent him an email communication advising he will receive a second check, and to follow up on any additional questions he may have. He should expect to receive his second check no later than September 23rd.
  
  We appreciate the opportunity to address his complaint.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 09/10/2022

   
  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:08/27/2022

  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 was a water leak on my pipes and my husband did not know we had this service. We tried fixing it through a contractor and ask for reimbursement, but was denied because we did not ask them first. When trying to cancel their service, they would not because the contract was yearly.

  

  Business Response

  Date: 09/09/2022

  We are in receipt of Ms. ******** complaint. Our records show that her warranty agreement took effect on September 18th, 2021 and is set to expire on September 17th, 2022. Although there are limitations and conditions regarding work that was completed outside of the warranty agreement, we are willing to review her documentation in consideration of reimbursement for any covered work completed due to the circumstances surrounding her request. We left her a voicemail message, and we have sent email correspondence to her as well requesting this information for review.
  
  We appreciate the opportunity to review her case.
  
  Respectfully,
  ******, Customer Relations