Complaints

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

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

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  Cinch Home Services, Inc.

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

  
• 

  Cinch Home Services, Inc.

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

  
• 

  Homesure of America

  648 Grassmere Park Nashville, TN 37211-3663

• 

  HMS HOME WARRANTY

  1950 N. Steemmons Freeway Dallas, TX 75202

• 

  Cross Country Home Services

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

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/24/2022

  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.

  Cinch Home Warranty Services fell short of promises to provide warranty service on my side-by-side refrigerator/freezer. I have a leaking freezer. After the problem began, the ice maker was replaced, but the leaking persisted. I began calling Cinch 7/28/22 for resolution on an issue that was never resolved with the replacement of the icemaker. As usual, they could not find a provider to assist me. Then I was told that TEKSQUAD (which I was informed previously that they did not service my area) would be out. The tech came and assessed the problem. He identified what he thought was the issue and ordered a part to replace the bad part. He replaced the part, but this does not seem to be the correct part either. My freezer is still leaking and I would like Cinch to make it good and repair it. It should be that I am well within my rights.

  

  Business Response

  Date: 09/06/2022

  We have received and reviewed the complaint submitted by *************** on her refrigerator. Ms. ******* experience does not reflect the type of service we aim to provide, and we would like to address her concerns. 
  
  **************** processed a work order for her refrigerator March 2nd and the ice maker was replaced March 10th.  A recall was processed on July 25th and our provider replaced the icemaker again along with a couple other repairs.  **************** experienced her refrigerator leaking again and called to have the technician come back out.   Her policy had expired, and she was incorrectly informed that we could not assist her without an active policy.  Our warranty provides a workmanship guarantee for ******************************************************************************************************* not the policy is active.  We processed a recall for **************** and she is scheduled for service September 7th. 
  
  We had the opportunity to speak with **************** on September 6th and confirmed service is scheduled for September 7th. We will continue to follow up until resolution is achieved and appreciate the opportunity to assist with her case.
  
  Sincerely,
  ****, Customer Relations

• Initial Complaint

  Date:08/23/2022

  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 June 2021 I purchased and Cinch Home Warranty which also had the name of ****** Very misleading. I never used it until this year when my a/c unit wasn't blowing cool during a heat wave. It was 80 degrees in my house. VERY difficult to speak with a person but after being on hold for over an hour I did speak with someone. There isn't such a thing as an emergency with them because I had to wait FIVE days for a tech to come out. He came out just as a rain storm started and couldn't do the work. I then had to reschedule another appointment and wait several more days for him to come out. He checked the unit and he determined it wasn't blowing cool air. He tried several things and when he cleaned the coils the unit blew a fuse. After that was repaired he said to give it a day to see if it worked. It didn't. He tried calling Cinch and they would not fix it or replace it. Finally after being miserable in the heat for almost two weeks I took money out of my 401K and bought a new unit. I paid ***** every month and they left me repeatedly in an 80 degree house with no repairs. I am a senior citizen and could have died. I feel bad for the people who don't have any way to repair/replace on their own. I am uploading pictures of my old unit. It was 30 to 40 years old. Cinch would not honor their agreement to fix or replace my unit.

  

  Business Response

  Date: 09/06/2022

  We are in receipt of Mrs. ***** complaint. Please know, our customers are always our top priority and we have reviewed her service request in its entirety.
  
  As with any home warranty, coverage is detailed in the agreement and there are some items and conditions which may not meet the standard for coverage. Our records indicate that it was reported the compressor was short cycling due to high pressures. The evaporator coil and condenser coils were cleaned, and the technician reported that there were no restrictions within the system and a mechanical failure could not be identified. We understand from the details provided she proceeded to move forward with replacing her air conditioner. We are willing to review her documentation to determine if a covered failure was found. We called her on September 6th but we were not successful in reaching her. A voicemail message was left, and we sent her email correspondence as well to request this information for review.
  
  We appreciate the opportunity to review her case.
  
  Respectfully,
  ******,Customer Relations  

  Customer Answer

  Date: 10/28/2022

   
  Complaint: 17758617
  
  I am rejecting this response because: they havent resolved anything! I have emailed and called ****** numerous times with no response. They should reimburse me for the unit!
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/03/2022

  We are in receipt of Mrs. ***** response. We have made multiple attempts to reach the service company that replaced her air conditioner to gather additional details to determine if any failures were found. This information is necessary in order to make a claim decision. Despite numerous calls and a detailed email, we have not received a response from them.
  
  We have considered this carefully and made the decision to reimburse ************* for fair retail pricing on a comparable air conditioner replacement. Although this is not our normal process, this decision was made as a good faith gesture due to the specific circumstances surrounding her claim and the information we did receive about her unit. Her payment is currently processing and will come as check by mail within 7 to 10 business days. We have communicated this to *************,and she is welcome to follow up directly should she have any further questions or concerns.
  
  Respectfully,
  ******,Customer Relations 

• Initial Complaint

  Date:08/23/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Plan # ********** Service Order # SCCQ73007B20 To Whom it may concern:In regards to the above warranty and service order there is an issue. I was quoted an additional amount for the claim of $125.00 on three separate occasions: once by email (which I have attached), I then called Cinch to verify the amount of $125 because it said estimated. The representative I spoke with confirmed that amount was correct. I called because we were making a large purchase and I need verification for budgeting purposes. The email was received by me on 8/16/2022 and that same day a representative from Cinch named Georgia (did not leave a last name) left me a voicemail stating I should have received an email detailing all of the uncovered charges. These charges once again, were $125.00. Then on 8/22/2022 I received another voicemail from Georgia at Cinch trying to find out if we had heard from the service provider to schedule the follow up appointment and in that voicemail she reminded me our uncovered charges were $125.00. I still have the voicemails on my phone as well.So then the service provider called and stated the unit was in and my charges would be approximately $1,150. I told him thats not what I was quoted. He asked if he could call Cinch and call back. He called back and said those charges were correct and that someone from Cinch would call me to discuss and we made a tentative appointment for 8/30/2022. No one from Cinch called me. I had to call today 8/23/2022 at 11:39am and spoke with ******* who confirmed the charges of what the service provider had quoted and I explained what I had been quoted 3 times and she could see it in her notes but could offer no explanation or anyone else to speak with.And on top of all this my house has been without air conditioning for over 3 weeks now.In my opinion Cinch needs to work this out with the service provider and I am only responsible for the additional $125 for this claim. I need to get this resolved ASAP.

  Customer Answer

  Date: 08/24/2022

  The consumer provided the following response to the BBB verbally:

  "The complaint has been resolved to my satisfaction."
  

• Initial Complaint

  Date:08/23/2022

  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 called on 8/22/2022 and requested to have my septic tank pumped which I have additional coverage for Advised that I have two Medical Sick people in my home In wheelchairs and needed the service right away, Was given two different businesses that do not do septic systems *********** and air and Absolute Repair when I called them back they told me it could take about 24 hours before someone would call me back in the meanwhile I do not have any working toilets in my home, Due to the septic is full I asked if I could call a company they told me I would have to wait until I hear back from them. I had already paid my ****** deductible and still no response. They are still working on this my fourth call. Now it has been escalated to a Medical Specialist if that is the case why is it taking so long for a call back to let me know if I can get someone out to my home.

  

  Business Response

  Date: 09/02/2022

  We are in receipt of Mr. ********* ******** complaint. Please know, we recognize the urgency of this type of repair. It is always our intention to send the right technician at the right time to answer our customers questions and help resolve their problems. In this instance, we clearly missed our goal.  
  
  Our records indicate that we provided Mr. ***** ******************* the option to use a service company of their choice as a quicker way to resolve their claim. Since submission of their complaint, we have received their documentation for the work that was completed. Their reimbursement was processed on August 30th,and should be received electronically within 1-3 business days.  
  
  We appreciate the opportunity to review their complaint.
  
  Respectfully,
  ******, Customer Relations 

• Initial Complaint

  Date:08/23/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled my subscription with Cinch on August 9 and I am still waiting to be reimbursed the $483.76 I was promised. I have been on the phone multiple times with customer ********************** to no avail. I have made a dispute with my bank in lieu of not being reimbursed and I believe I will be owed interest on the money if this continues. I plan on making a complaint to the department of consumer affairs if this situation is not rectified immediately. My plan number is ********.

  

  Business Response

  Date: 09/02/2022

  We received Mr. ******** complaint and recognize his frustration with the amount of effort he put forth to cancel his account and receive a refund. Our records indicate that since submission of his complaint, he spoke with a member of our leadership team and his refund was processed on August 23rd. A check has been sent to him and it should be received within 7 to 10 business days.
  
  We appreciate the opportunity to answer his complaint.
  
  Sincerely,
  ******, Customer Relations 

• Initial Complaint

  Date:08/23/2022

  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.

  Two years ago, I joined the ***** Home Service warranty plan @$49/month. Apparently and without my knowledge the warranty plan was assigned to CInch Home Services, Inc. I have never asked for service under that plan until Wednesday, August 17, when I called the number to file a claim to have my refrigerator serviced. Before a caller can file a claim, you must offer $75.00 to get the service call scheduled. I was told it would be scheduled within 48 hours. As of today, Tuesday, August 23, it still has not been scheduled and my refrigerator is weakening daily. When I called the company to which Cinch assigned this service, ****************************************., they referred me back to CInch whom I cannot get to even respond through their Chat feature. My Cinch warranty number is ********. Can you help me get a tech to my home? Thank you.

  

  Business Response

  Date: 09/02/2022

  We received Mr. ******* complaint and regret the delay in assigning a vendor to his claim. In this instance, he was provided the opportunity to use a local service technician to get the diagnosis of his refrigerator and submit it to us for review. We received his documentation and have reviewed the diagnosis provided. Based on the technicians pricing to replace the compressor we made the decision to offer **************** a comparable replacement unit. On August 31st we sent him an email communication which provides him the option to accept a comparable replacement refrigerator or a cash allowance in lieu of the replacement. Once we receive his decision we will make attempts to expedite the process for him.
  
  In regard to the deductible he paid for service, **************** is required to pay a $75 deductible which goes toward the covered work or replacement on his claim. This deductible is due for any claim he places under his agreement, and this information is in the warranty booklet he was sent upon enrollment. Weve included the relevant portion below for reference.
  
  As to Mr. ******* request to be reimbursed for the service call fee he paid for the diagnosis on his refrigerator, we just need a copy of his paid invoice in order to process his reimbursement. He can email that to our team directly at ****************************************
  
  We appreciate the opportunity to answer his complaint.
  
  Respectfully,
  ******, Customer Relations
  
  **************************
  
  4. This Agreement includes a deductible charge, listed on your Agreement Coverage Summary, that you must pay per trade on each service call made towards the covered portion of any claim. When a covered claim requires more than one trade to complete the covered repair/replacement only one deductible charge will be required.Trades include appliance, air conditioning, heating, electrical, plumbing, and any other trade specifically required to service Covered Items listed on your Agreement Coverage Summary. You are responsible for and shall pay the independent service contractor directly for the service call and for actual work performed and/or Item installed, up to the amount of the deductible at the time of visit(s), in a manner acceptable to the independent service contractor.You are responsible for and shall pay the independent service contractor for any amounts due for services performed or parts installed that are not covered under the terms, conditions and provisions of this Agreement. A service call includes, without limitation, inspecting, diagnosing, and/or performing service for the repair or replacement of a malfunctioning Item.

• Initial Complaint

  Date:08/22/2022

  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.

  Cinch Home Service bought out ***** Home Warranty. Ever since the buyout, Cinch has increased the monthly cost to $100 - which we have paid without complaint. In addition, Cinch has been unable to find a repair company in our area to repair anything and after months of waiting they ask us to find a company ourselves and then pay the vendor and then submit the invoice where they pay only a portion even though they have approved the repairs. Most recently both of garage doors failed due to wear and age and although after numerous calls, emails and texts, they preapproved the repairs and the repair vendor yet today over two months later we received and email stating that they are only willing to pay $165.00 of the $1,270.00 we had to pay out to get them both fixed.After spending almost 90 minutes and escalating to a supervisor we received no satisfaction and were told that they will only pay $165.I will also be placing complaints with the ******* and **************** Insurance Commissioners.

  Customer Answer

  Date: 08/24/2022

  I would like it reopened and I would like what I paid to complete the repairs to be reimbursed.

  

  Business Response

  Date: 09/02/2022

  We are in receipt of ************ complaint regarding the service request for his garage door opener. Our goal is to ensure each of our customers receive the full benefit of their home protection plan, and we have reviewed his claim in its entirety. Our records indicate we provided the option to use a service company of their choice as quicker way to resolve their claim due to limited network availability. In this instance, it would require an itemized breakdown of the costs incurred to determine the amount covered by the warranty.
  
  As with any home warranty, coverage is detailed in the agreement and there are some items and conditions which may not qualify for coverage. In this instance, his warranty covers standard mechanical parts and components of 1 garage door opener, and specifically excludes garage door assemblies including door panels, tracks, rollers, hinges, cables, and springs.During our review, we found the first invoice included charges for repairing the springs, UBK, and center spring mount. These items are not addressed within the warranty and would not qualify for a reimbursement. On the second invoice,it included charges for replacing a Genie 3120HLB-Belt-8 garage door opener which is covered by the warranty. We apologize this was not considered for reimbursement prior to this point. In addition to the $165 service call fee that was previously approved, we are also reimbursing the $753.48 for the covered work that was completed. This is a check in the amount of $918.48 which will come by mail and should be received within 7 to 10 business days. We have corresponded with ********** to provide him with this update.
  
  We appreciate the opportunity to review this further and make things right.
  
  Respectfully,
  ******, Customer Relations 

• Initial Complaint

  Date:08/22/2022

  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 May 28, 2022 I place a request for repair to a covered item a Dishwasher. Contract #********. The $100 deductible was paid before scheduling could be done. Technician came out to fix appliance. The Technician stated that a part had to be ordered to make the repair. The part came in around June 10, 2015 if not earlier. I notified the service department to schedule a return appointment. 1st appointment I was told that a technician came by but no one was home. I was home along with other family members. No one was recorded on my camera nor did my dog bark. I called to inform the agent that no one showed up and was informed they would call the repair person and have them come back out. No one showed up for this appointment still. I called and rescheduled again and the technician that came out said he could not make the repair because he did not have a work order. So I was instructed to call and reschedule again, which I did. Once again the technician did not show up and reported the repair as complete. I called and had to reschedule appointment again. As of today August 22, 2022 this repair has not been completed. The appointment has been rescheduled 7 times and cancelled or technician stating no one was home. I have called several times and it is extremely hard to get in touch with anyone (system is mostly automated). I get placed in a loop were text messages are sent but they keep sending me back to the website that says the same thing several time when I request to speak with a representative. If a technician can not make the repair I would prefer to call someone and be reimbursed all expenses and trouble this has caused my family not having a working dishwasher. Service appointment has been cancelled again and repair department and warranty department can not seem to get me an appointment.

  

  Business Response

  Date: 09/02/2022

  We received Ms. ***** complaint and sincerely regret the delay and the amount of effort she put forth trying to resolve her claim for the dishwasher. Please know it is never our intention to delay the resolution of any customers claim and we apologize for the inconvenience that was caused by the missed appointments.
  
  Our records indicate that since the submission of the complaint a member of our leadership team has communicated with ************ and confirmed an appointment is scheduled for September 1st to complete the repairs necessary to the dishwasher.They will be following up with ************ directly to ensure her claim is fully resolved.
  
  We appreciate the opportunity to review her case.
  
  Sincerely,
  *********, Customer Relations 

• Initial Complaint

  Date:08/22/2022

  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.

  **************************** ACTS WITH DELIBERATE INDIFFERENCE: On May 9, 2022 a ***** Technician performed a Preventative Maintenance on my Nordyne **** system by a **** State Supervisor. The **** State Supervisor commented verbally, and on the report, that everything was fine with the unit, changed my filter and left. Prior to leaving, I questioned him about anything else that should be done with unit and he said no. The ***** technician/**** State Supervisors always say no when questioned about additional needs after they perform Preventative Maintenance on my unit every six months. On July 6th the unit failed and I have yet to receive written documentation from ***** Home Services or Cinch about the status of a replacement **** unit. On July 16th at **** on one of the several, several calls with hour-long waits to speak with someone from support services, **** told me that the claim had been denied due to lack of maintenance. This cannot be true because ***** performed a Preventative Maintenance on my unit on May 9, 2022. **** from Cinch said the **** State Supervisor that came out to complete the maintenance was licensed and bonded and an expert. If the message is correct, the many calls I placed to Cinch were recorded. I would like a copy of these recordings. In addition, I demand written notification of why this claim was denied. The **** State Supervisor/***** Technician is the subject matter expert so much so that they are tasked with completing Preventative Maintenance on **** systems every six months for ***** Home Warranty customers. I want a complete list of everything that the **** State Supervisor/***** Technician is directed by ***** to check during each Preventative Maintenance **** service. The ***** subject matter experts that have completed Preventative Maintenance on my **** every six months have never given me additional information or instruction on what they have seen that *** cause the unit to fail at the direction of *****.

  

  Business Response

  Date: 09/02/2022

  We have received Ms. ******* complaint and recognize the frustration of learning a covered item does not meet the qualifications of coverage as outlined in the Agreement. It is our goal to ensure our homeowners are provided with the full benefit of their policy and we have fully reviewed her account.
  The service technician reported the evaporator coil was 75%clogged and the filters needed to be changed. The warranty addresses mechanical failures that occur due to normal wear and tear; however, it does not address failures that are caused by lack of routine cleaning and/or maintenance. The preventative maintenance benefit covers the evaluation of the system to ensure all the components are in operational condition, it does not address the cleaning of the unit. This information is provided to her in the warranty booklet provided to her upon enrollment into the plan. Our records indicate that since the submission of the complaint, **************** has cancelled her warranty as of August 8th, 2022. We regret to have lost her as a customer and appreciate the opportunity to review her complaint.
  
  Respectfully,
  *********, Customer Relations  

• Initial Complaint

  Date:08/21/2022

  Type:Sales and Advertising 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 May 5, 2022 I filed a claim with this company for repairs to my air conditioner unit. The company did not do their due diligence in securing a contractor that would work on my A/C unit. The last week of July they finally assigned a contractor for the repairs. On August 4 I received an email from Cinch stating that the had approved the claim and that the A/C equipment for the repair was order. To date the contractor has not received notice to pick up the equipment. After a number of phone calls to Cinch I have been unable to get an answer about why the equipment has not been made available.

  

  Business Response

  Date: 09/02/2022

  We have received Mr. ******** complaint and regret that the claim for his air conditioning system does not reflect the straightforward,efficient process we aim to provide. It is never our intention to put undue burdens on our customers, and apologize this hasnt been the straightforward,efficient process we aim to deliver. ****************** is actively working with a member of our leadership team who has remained in contact with him. His case manager will remain in contact with him until this is resolved.
  
  Respectfully,
  ****, Customer Relations