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

  
• 

  HMS National

  Homegard Warranty Dallas, TX 75284

• 

  Long & Foster Home Warranty

  P. O Box 843956 dallas, TX 75284

• 

  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

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:08/19/2022

  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.

  I bought a home warranty plan through ****** which is serviced by Cinch Home Services. I contacted them late last year regarding my central air not working. This company had no contractors for this area, so I had to find one on my own. No company in the area would work with them directly, due to poor experiences. Due to the weather, I had to delay repair. I contacted ************************************** on Feb 22, 2022 to check on the open order. She confirmed on Feb 24, 2022 that is was open. I had the company out in May and sent the invoice to ****** on June 22, 2022 with no response. I sent another on June 27, 2022, with no response. I sent a final on August 3rd, this time I got an out of office note back, but no other contact. The invoice indicated that the unit was leaking oil and they suggested replacement of Fan and contractor, they also put in there that the unit should be replaced entirely as it was manufactured in ****. They managed to bandaid it as a temp fix, and I paid the invoice in full. In August it went out again. I have the tech scheduled again on August 22nd, but I want this issue resolved once and for all. The time it is taking to find a company on my own is time consuming. Secondly, I have a gas range, which is also covered. I called for service in July for a igniter that is not working. Service was set for 8/31 - 6 weeks later! Now, they are canceling because there are no techs. And I cannot reach a real person to re-schedule. It is not safe to have an igniter out and then wait longer than 6 weeks to fix it - after I paid the $100 deductible to schedule the service. I would like both issues resolved. I will them most likely cancel my contract, as this company has been extremely difficult to work with. They are more than willing to take my money for this service contract, but never fulfill the obligation of repair/replacement.

  

  Business Response

  Date: 09/02/2022

  We have received ************************ complaint. She was approved to utilize our out of network option to locate a local provider to service her air conditioner and email us the invoice for review.  ******************** had the repairs completed on May 25th through her provider and she submitted the invoice for review.  Our records do not indicate we have received the invoice.  We were able to review the invoice that ******************** attached to her BBB complaint.  The provider completed a maintenance cleaning and changed the filter.  The policy does not cover maintenance cleaning nor filters.  We spoke with ******************* on August 31st and informed her maintenance and filters are not covered under the policy.  We refunded her deductible for the delay in reviewing the invoice.  ******************** has recently experienced another failure with her air conditioner and had her provider go out last week to diagnose.  We processed a recall and requested her to email us directly the invoice for review.
  
  ******************** unfortunately has had a poor experience with her range work order that she processed on July 11th and was scheduled for an appointment on August 31st.  Our goal is to provide service to our customers within 72 business hours of processing a work order.  We regret our goal was not achieved, and we are investigating our failure to provide service options within a timely manner. We have refunded the deductible due to delays and approved her to utilize our out of network provider option for soonest service. She will submit her invoice to us directly to review.
  
  Although we do regret ******************** has experienced delays in service, we are grateful we have had the opportunity to review the work orders and come to a quick resolution.
  
  Sincerely,
  ****, Customer Relations

• Initial Complaint

  Date:08/19/2022

  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.

  Thursday, 8/26/21, I call and put in a claim due the the central air quitting. We are in 90 degree heat, high humidity and heat advisories at this time. My claim was marked urgent due to the weather conditions. My card was charged twice for the $100 fee. One fee was reimbursed, the other wasn't put through. Saturday 8/28/21, I am called by another company to see if repair is still needed because no one can locate a technician. I said of course, it was running 90 in my house. Didn't hear anything back. It is Monday 8/30/21 before I receive an email that no one can get to me in a timely manner and to find a company and have the costs reimbursed. I contacted ********** and had it fixed on Tues 8/31/21, paid $997.00. I also sent the email on 8/31/21 to Cinch with the information and invoice. (Attached) On Thursday, 9/9/21, I see they pulled out the other $100 service call and caused a couple overdrafts on my checking account account that wouldn't have happened when other items hit the bank had they not charged me (attached). I contacted Cinch on 9/15/2021 about the other hundred being taken from my account and caused overdrafts. I received a reply on 9/17/21 saying they refunded me on 8/31/21. That would have been the reimbursement for the extra service call the person accidently put it through twice. I emailed again on 10/15/21 asking about the refund and status (attached), received no response. In the mail (10/30/21), I find a check for $144.99. This would cover the refund of the service call and overdrafts that I do not feel I should have to pay. I was contacted for clarification of invoice and replied (attached). I was ill for a time and emailed Tues 3/8/2022 that I was frustrated with them and was going to contact you. I haven't heard anything. I had mold removed from home and in unpacking boxes, I found the one check with other papers. I contacted them to please reissue the check on 8/19/22 (attached). I would like the check and rest of the invoice I am owed.

  

  Business Response

  Date: 09/02/2022

  We have received the complaint submitted by ******************** regarding the cash allowance and an additional deductible that was collected.  The agent processed the deductible when the claim was initiated on August 26, 2021 which did not show that the charge went through.  The agent charged the card again and then found the first attempt did go through after a delay.  The agent refunded the first deductible which processed on August 29, 2021.  The second deductible the agent processed did not go through until September 9, 2021. We regret this delay caused overdraft charges.  We did find that the deductible was deducted from the claim credit amount when we had already collected.  We processed the refund of the deductible that was deducted from the claim credit amount and ******************** will receive her check no later than September 10th.
  
  The invoice that was submitted was for a bad capacitor and a condenser fan motor that was loud and likely to fail.  We have refunded the customer the retail cost of the capacitor, the service call fee, and the labor.  The warranty does not address a replacement without a failure.  Since the condenser fan motor had not failed, it would not have qualified for coverage or reimbursement.
  
  We left ******************** a voicemail message and sent her an email message which provides this update.
  
  Sincerely,
  ****, Customer Relations

• Initial Complaint

  Date:08/19/2022

  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 am asking for a refund on the monthly charges of $49.99 starting Febrary 2021. I called in July 2021 to tell them I never received a welcome kit (or any emails) after the free trial period so I was unaware that I was being billed for this contract. It should have been cancelled in 2021. I called Cinch again June 2022 and was told I would see a refund in 3-5 business days. I spent over 40 minutes on the phone with ****** in Member Services who officially cancelled the contract ********. He said he would pass the information to his manager to review the notes and process the refund. I called again today and spoke to a ****** (spent another 45 minutes speaking to ***** who transferred me to ******) in Member services who stated there is no record of me calling in last year although ****** confirmed this when I spoke to him. This the first time I am hearing that the refund I am requesting was for $.47. This makes no sense and not true. Thank you for your help.

  

  Business Response

  Date: 09/02/2022

  We have received Ms. **** complaint. At this time we are reviewing our call records to verify that ********** requested cancellation of her agreement in July 2021. The notations on her account do not reflect this, and based on the date that we spoke with her in June to cancel her warranty, she does not qualify for a refund. Her complaint is under further review and we will follow up with her directly to let her know the outcome.
  
  Respectfully,
  ****, Customer Relations 

• Initial Complaint

  Date:08/19/2022

  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 asked Cinch to send someone out b/c my air conditioning went out. That call was on July 30th. The customer ********************** man on phone said "*********************" was coming the next day anywhere from 9-5 the next day to look. I waited all day and no one came. I called "always affordable air" (AAA) and the voicemail was full. I called 3 more time and vm still full. When I did reach someone, she said it's just her and her parents who run the shop and they are out of a city 50 minutes from my home. She said Cinch never sent an order and didn't know anything about an appt. She made me an appt. I called Cinch and was on hold 3 different times for 40 minutes. AAA came out on 8/8/22, said they would send the estimate to Cinch. I didn't hear anything in over a week so I called AAA again. She said they sent the work order /estimate that day 8/8. Says Cinch is notorious for doing this. I called again 2 days later (after 5) and spoke with a woman named "*******". Did not speak english well and had trouble understanding what words I was using. Could not answer basic yes/no questions, could only read from a script. I could hear loud animal noises in the background and kids, lots of loud talking as if the person were at a carnival. I asked to speak to her supervisor. She refused to let me talk to a supervisor. Said the "dispatch service" would call me back ASAP. She put me on hold for 10 minutes then came back and told me her supervisor was in a meeting. I asked the name of supervisor, she put me on hold again. Said CINCH would give me a discount on my services and would get a different company to come out to my home. Never got a call. Called AAA and they said they had talked to Cinch. A fam business and the wife is dying so they aren't often in the office. On hold w/ Cinch today again with a man named ****** who put me on hold for 48 minutes, never came back then call dropped. Now on hold w/ complaints ***** 20 minutes and counting. Cinch is a fraud

  

  Business Response

  Date: 09/02/2022

  We have received Ms. ******** complaint and are sorry to hear that the claims process for her air conditioning system has left her frustrated. The situation she described is not reflective of the level of service we aim to deliver. Our records show that replacement of the outdoor portion of her air conditioning system has been approved, and completion of the job is pending Ms. ******** acceptance to pay the out-of-pocket costs that fall outside the scope of warranty coverage to perform the installation. Due to the brief delay in our receipt of the service report, we have agreed to pay a portion of these non-covered charges. If she does not wish to pay the non-covered charges to have the work completed by the warranty contracted service provider, she has the option to receive a cash payout of equal value to her claim. This amount has already been communicated to ******************.
  
  ****************** has been working with a member of our leadership team since August 19th, and we will continue to follow up until this is resolved.
  
  Respectfully,
  ****, Customer Relations
  
  

• Initial Complaint

  Date:08/19/2022

  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.

  Unsuccessful at contacting ***** Home Warranty Service and also its home service contractor, HomeSure of America, **********, ******* There should not be a $181.26 Labor Charge for the below ***** Kenmore Refrigerator that is under warranty.Reference ***** Appliance Home Warranty Plan #: ******** Service Order Number: ******** Service was satisfactorily completed on Wednesday, August 17, 2022, ***** Service Technician Name: ****** Service Unit #: ******* for Kenmore Refrigerator Model #: 795.71302.012 Refrigerator Serial Number ************ Supplemental Info. I ordered, paid for, & received the replacement refrigerator part in time for the Service Tech. install.

  

  Business Response

  Date: 09/01/2022

  We are in receipt of Mr.********* ********* and fully reviewed our records to ensure he is receiving the full benefit of his home protection plan. In this instance, he ordered the part prior to filing a service request which is not the typical claim process.When he placed his service request, he was required to pay a deductible to have the part installed by ****** We have spoken to him directly and obtained the invoice he received for review. Our review concluded that this was a paid receipt for the work that was completed. The charges listed are for what Cinch Home Services paid for the labor to install the part he purchased. A billing adjustment is not necessary as there is not a balance owed. This information has been clarified with ********************.
  
  We appreciate the opportunity to review his *********.  
  
  Respectfully,
  ******, Customer Relations
  

• Initial Complaint

  Date:08/19/2022

  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.

  Bought a house that came with a home warranty. My oven stopped working and I called Cinch for a service call. The repair man came out said it needed a relay and ordered the part and would be back in 2 wks. The part was mailed to my house but the repairman never returned to install it. I called conch again and they sent out another service man who said it was the wrong part and the stove needed a motherboard and they are no longer available and I needed a whole new stove. I call back and they said wait for an email 3-5 days to see what the next step is. Never got an email and no one called me. I called again and they ask me what was the problem and I explained everything again. Once again I was told I would be getting an email. Never happened so I called back and now they are telling me they are looking for a part to fix it. I told them they don't make parts and they better not put a used part in it to make it temporary work until my warranty expires. I need my oven fixed or replaced. They are avoiding the whole situation and not making good on the home warranty. I think it's because I have a 40" double oven stove and they are very hard to find and expensive but the warranty says fix it or replace it. I need some answers. I was also told by the second repair man they will try to get out of doing anything or fix it with old broken parts. I need answers

  

  Business Response

  Date: 09/01/2022

  We have received and reviewed the complaint submitted by ****************  We regret she has experienced delays and poor communication regarding her range claim.  **************** currently has an appointment scheduled with ***** for September 7th from 1-5 pm.  We have also requested that she be contacted should a sooner appointment become available.
  
  We have spoke with **************** and informed her of the status.  We will continue to follow up until full resolution has been obtained.
  
  Sincerely,
  ****, Customer Relations

• Initial Complaint

  Date:08/18/2022

  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 repair request on 8/16 for my fridge because I realized that the door was not able to be closed properly and would like that to be fixed. I paid my deductible and selected "door not closed properly" from the drop down provided by Cinch in the system. The technician came and found that it was due to the door seal. I was then told by Cinch that it is not covered under the warranty plan.I have two issues with the situation.1. Given that I am not a technician, I would not be able to diagnose what caused the problem on my own (that's the whole point of paying for a plan like this). How would I have known this before I submitted the repair request without the diagnosis? Had I known it, I would not have submitted the request in the first place.2. I selected "door not closed properly" in the drop down and as a customer I would assume that any issue under the scope of this drop down should be covered. I have been paying monthly to the plan and had good experiences until this one. It is a surprise for me to hear that for such a minor issue it is not covered (I thought it could have been a bigger issue for the door). I request my repair to be completed and covered.

  

  Business Response

  Date: 09/01/2022

  We have received and reviewed the complaint submitted by ********** We regret to hear that there was a misunderstanding in determining items that are addressed and items that are not addressed.  The warranty agreement addresses mechanical parts and components due to normal wear and tear.  Any type of structural or non-mechanical part would not qualify for coverage.
  
  ************ ice maker had failed, and the refrigerator door would not close properly.  Our technician went out and the failure to the ice maker repair was approved but the door failure with the door gasket is a non-mechanical component and as such it was not addressed.  We spoke with ********** on September 1st to discuss his concerns.
  
  We appreciate the opportunity to review ************ case.
  
  Sincerely,
  ****, Customer Relations

• Initial Complaint

  Date:08/17/2022

  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.

  Our refrigerator stopped working on June !! 2022.We have a contract with Total Protect to either fix or replace any item that is listed on the repair contact. They sent out a repair person on June 28 2022 and he said the refrigerator would cost too much to repair so Total Protect gave us two options to choose from. One was a check for ****. or replace the refrigerator with a identical one. We told them we would like another Refrigerator. Since June 28 we have not gotten a refrigerator or even gotten any response from them. When we call all we can get is a fast busy. Looking then up on line it seems they have ********* with a company called Cinch.We have called Cinch and all we can get is a recording that the parts are ordered and we can talked to anyone there. We have been without a refrigerator for 2 months and are in need of some help in resolving our problem.

  

  Business Response

  Date: 08/30/2022

  We are in receipt of the Crawfords complaint. We recognize the inconvenience of going without a major appliance for an extended period of time and sincerely regret any difficulty they experienced waiting on their replacement refrigerator. Our records indicate that they accepted the replacement model we offered them which was not immediately available. Unfortunately, there are some things which are out of our control such as availability for parts and appliances. In this instance, the estimated time of arrival was later changed by the manufacturer to a later date. We have spoken with the Crawfords since submission of their complaint to provide them with a status update and will remain in contact with them to ensure their replacement refrigerator is delivered and installed. We have confirmed the refrigerator has shipped and been received by the delivery company in their local area and will be delivered to them on August 31st.
  
  Although it is not our normal process, we have refunded the deductible they initially paid for service due to the time frame involved.
  
  Please know, we value the Crawfords for being long-time customers and appreciate the opportunity to review their case.
  
  Respectfully,
  ******, Customer Relations  

  Customer Answer

  Date: 09/01/2022

   
  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,
  
  ***** And *************************

• Initial Complaint

  Date:08/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had my Home protection Plan for 9 years and never missed a payment.In May , I called Weichert Home protection which is now Cinch to tell them my Air conditioner was not working.3 weeks later Cinch sent ***** out to look at my AC. They came very unprepared. ( The ladder wasn't long enough to get into the space and one of the workers was too large to fit in the space.I called back Cinch and they had a plumber call on 7/12 which was the wrong specialty. During the last few months I have got the run around, been hung up on and lied to.Then they had *** electric come in on Aug 3 but they wouldn't approve the repair price.Then Cinch said that they would approve Advanced professional to repair my AC.When we call the ***************************** they said it has not been approved. When I go on Cinch's website to see my information, it says "Service call has been cancelled"!I am 86 years old with many handicaps and medical issues. The Summer is almost over and I am still without AC.This Company is negligent and should be reprimanded and others should be warned that Cinch does not follow through.Please get back to me if there is anything you can do to have this rectified.Thank you.***************************** *************

  Customer Answer

  Date: 08/29/2022

  THIS IS AN AMMENDMENT TO MY PREVIOUS ISSUE THAT HAS STILL NOT BEEN RESOLVED. COMPLAINT NUMBER ********. SINCE MY LAST COMPLAINT i WAS ESCALATED TO CINCH'S MEDICAL EMERGENCY DEPARTMENT AND I WAS TOLD ADVANCED PROFESSIONALS WOULD BE COMPLETING THE *** ON AUGUST 18. ADVANCED PROFESSIONALS CAME AND AFTER THEY OPENED THE PART ( THAT CINCH ORDERED) THEY TOLD US THAT IT WAS NOT THE CORRECT PART. THE SERVICE COMPANY SENT THE ***** THAT THEY PROVIDED CINCH WITH THE CORRECT PART NUMBER- CINCH STILL SCREWED IT UP! THE REPRESENTATIVE WILL NOT RETURN MY CALLS AND DID NOT LET US KNOW WHEN MY AC WILL BE FIXED! I HAVE GONE THE WHOLE SUMMER WITHOUT AC AND MY WIFE AND I ARE HANDICAPPED. THIS COMPANY SHOULD BE SUED AND FINED FOR THE WAY THEY TREAT SENIOR CUSTOMERS! PLEASE LET ME KNOW IF I HAVE ANY ADDITIONAL WAYS TO WARN OTHER CUSTOMERS AND BE COMPENSATED FOR THIS DISPICABLE TREATMENT. THANK YOU MY CASE HAS BEEN ESCA.   I would like my AC fixed and also be compensated for the negligence of Cinch Home services

  

  Business Response

  Date: 09/02/2022

  We are in receipt of Mr. ******* complaint. Please know, it is always our intention to send the right technician at the right time to answer our customers questions and help resolve their problems. In this instance, we clearly missed our goal.
  
  During our review, we found opportunities for better communication between our company and our service provider regarding the status of his service request. We recognize the inconvenience of going without an air conditioner and sincerely regret the difficulty he experienced while awaiting a resolution on his claim. Our records indicate that a claim specialist is actively working on a resolution for the Barones, and a Claims Specialist supervisor followed up with him as well on August 29th to address his concerns and assist in locating the correct coil needed for his repair. Due to the time frame involved, we have reimbursed the non-covered charges they paid as a customer ********************** gesture and refunded their deductible as well. The claim specialist assigned will remain in contact with them to ensure this becomes resolved as quickly as possible from this point forward.
  
  We appreciate the opportunity to review his case.
  
  Respectfully,
  ******, Customer Relations 

  Customer Answer

  Date: 09/06/2022

   
  Complaint: 17622269
  
  I am rejecting this response because:

  After the reimbursement Cinch , ordered the wrong coil two times even after the service company provided them with the correct part number to fit in the unit. 
  This has been going on since May and the entire Summer has past. We are handicapped and this is not only an inconvenience, but medically has put us in ***** way. 
  Cinch needs to compensate us further for there negligence.

  Thank you.

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

  

  Business Response

  Date: 09/16/2022

  We are in receipt of Mr. ******* rebuttal. We recognize his claim has been ongoing and we do sincerely regret any difficulty he experienced. Our records indicate the order was placed based on the information provided by our service provider and we apologize that the incorrect part was received from the distributor. The correct order has been placed, and our Claim Specialist supervisor is still in contact with the Barones to assist in getting this resolved.

  We confirmed that **************** has more than one air conditioner in the home which would allow some relief. Mr.******* ********************** agreement specifically states that we are not responsible for parts delays, delays in providing service, or for any consequential or perceived punitive damages. We have included this portion of his ********************** for review.

  The claim specialist working with **************** will remain in contact to ensure the claim is resolved as quickly as possible from this point forward.
  

  Respectfully,
  ******, Customer Relations
  
  IV. GENERAL EXCLUSIONS AND LIMITATIONS
  19. We are not liable for any damages that result from an independent contractors service, delay in providing service or failure to provide service. We are not liable for any incidental, consequential, special, and/or punitive damages, whether caused by negligence or any other cause, and you agree to waive any and all claims for such damages, arising from, resulting from or related to any independent contractors service, delay in providing service or failure to provide service,including, but not limited to, damages, resulting from delays in securing parts and/or labor, the failure of any equipment used by an independent contractor,labor difficulties, and/or the negligent, tortuous and/or unlawful acts or omissions of any independent contractor.

• Initial Complaint

  Date:08/17/2022

  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 will not fully reimburse for a service that they could not provide. The Cinch advisor gave approval to allow an out of network contractor Master Rooter fulfill a service as the Cinch in network contractor was not available to repair the claim of a bursted water heater. I have given Cinch the invoice they requested and the contact information to (the out of network contractor) Master Rooter to get any additional information that they are requesting for a full reimbursement, however they are still unwilling to honor a full reimbursement as stated by their service advisor before allowing the contractor to perform the work. Its been over 7 months of frustration from waiting on hold for over an hour and a half (to get no one) to emailing the requested documents and pictures for a full reimbursement of services that was supposed to be covered. Please have Cinch reference claim: SCCPC2B6D382-2 / Standard **************** [#*******]

  

  Business Response

  Date: 08/30/2022

  
  We have received ******************** complaint and regret the amount of effort he has put forth to resolve the claim for his water heater. We aim to provide an effortless claims experience and in this case we did not meet our objective. In some situations we may have limited availability to service a request, and in those situations, we offer our homeowners an opportunity to locate their own licensed and insured service provider to completed the work necessary and we will process a reimbursement for the covered costs as outlined in the warranty agreement.
  In this case, the reimbursement provided to ****************** was calculated based on the fair market retail value of the water heater itself and the labor to install the water heater. The warranty covers the cost of the covered equipment and the labor to install the equipment, however it does not address items such as modifications, upgrades,permits, disposal, and/or additional charges for access. All of these items fall outside the parameters of warranty coverage and are what we call non-covered charges. This information can be found within the verbiage of the agreement. We reached out to ****************** on August 30th but we were unsuccessful in reaching him.  Should he need further assistance he may send us an email to *************************************** and a team member will follow up with him personally.
  
  Respectfully,
  *********, Customer Relations