Complaints

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

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• 

  Cinch Home Services, Inc.

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

  
• 

  Cinch Home Services, Inc.

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

  
• 

  Cross Country Home Services

  1520 E Greenville Street, Suite K Anderson, SC 29621

• 

  HMS HOME WARRANTY

  PO Box 843956 Dallas, TX 75284

• 

  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:01/30/2025

  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.

  Dealing with Cinch has been a nightmare. I scheduled a refrigerator service for 7/22/24, but no one came. Eventually a technician named Slav from "SMART STEP" came and replaced a motor, but the motor made loud noises after he left. I made another appointment for Slav to come back on 12/16/24 to fix the problem. Slav did not show, yet Cinch claimed, "We have received confirmation from your assigned service pro that your service request was completed on Monday 12/16/2024:". It was a **** lie.After reporting this to Cinch on 12/30/24, I set another appointment for 1/25/25, but again, no one came.For six months since my initial request, Cinch failed to resolve the problem. I waited at home for three appointments where no one showed up. I've paid $68.42/month for years and am requesting a full refund for what I have paid for the monthly fee in the past.

  

  Business Response

  Date: 02/13/2025

  We are in receipt of Mr. ****** complaint regarding the service request for his Kenmore refrigerator. We sincerely apologize for the inconvenience this situation has caused.
  
  Upon reviewing our records, we found that this service order was initiated in October. There were repairs completed to the refrigerator, which included a motor replacement. However, he reported that the motor continued to make noise after the repair. A subsequent appointment in December was missed, and unfortunately, there may have been some confusion regarding this appointment for which we apologize.
  
  Another appointment was scheduled with a different service provider, but the technician did not show up, which was a failure on their part. We understand how frustrating this must have been for Mr. ***** and we deeply regret the missed appointment and communication issues.
  
  Regarding the noise issue, the original provider that assessed the issue found no mechanical failure, and as per our policy, noise complaints that are not related to a mechanical failure are not covered. Despite this, we did attempt to resolve the situation by offering rescheduling, but Mr. **** declined further service and has since cancelled his policy effective January 31, 2025.
  
  Although we are unable to issue a refund of the premiums, we are processing a refund for the deductible payment on the initial service request. These funds will be returned to the original payment method within 3 to 5 business days.
  
  We genuinely regret the challenges he faced and appreciate the opportunity to review his case.
  
  Respectfully,
  
  *******Customer Relations 

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22880571
  
  I am rejecting this response because:

  Cinchs response does not reflect the truth. The attached documents with my original complaint show that technicians did not appear for appointments on 7/22/24, 12/16/24, and 1/25/25 after I emptied my refrigerator and waited over 8 hours each time.

  
  After Cinch replaced a defective motor on 10/29/24, the new motor makes very loud screeching sound audible from one floor up and 30 feet away and sometimes causes the refrigerator to completely stop working. I suspect the motor is scratching something.

  
  I will give Cinch another chance if they can guarantee to fix the problem and ensure the technician shows up for the appointment. I am requesting a full refund of all my paid monthly fee if Cinch cannot fulfill the above guarantee.

  
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 02/22/2025

  We have received Mr. ***** rebuttal and sincerely regret the inconvenience he has faced with his refrigerator service. We understand his frustration with both the missed appointments and the ongoing issues with the motor replacement. After reviewing the details provided, we apologize for the trouble this has caused.
  
  Regarding the motor replacement, we understand that Mr. **** has reported a loud screeching noise and intermittent malfunctions with the refrigerator, which may be due to the motor making contact with other components. While we cannot guarantee the outcome of the repair, we are committed to addressing the situation and will begin searching for a second opinion service provider to evaluate the issue and recommend the best solution.
  
  We have shared our direct contact information with Mr. **** and encourage him to reach out if he has any additional questions or concerns.
  
  Respectfully,
  
  ******, Customer Relations 

  Customer Answer

  Date: 02/25/2025

   
  Complaint: ********
  
  I have sent the following email to ****** ******* of Cinch,

   

  From: ***** **** (108)
  Sent: Tuesday, February 25, 2025 1:08 PM
  To: ****** ******* <******************************************************************>
  Subject: RE: BBB Case# ******** Refrigerator SCCSA42DED5B-5
  
  Hi, ******,
  
  I am attaching one of the most constant noises which I recorded from the subject refrigerator, some other short but louder screeching sound could not be captured because they only occurred sporadically.
  
  As shown on the supporting documents attached to my original complaint, I texted Cinch technician Slav on 10/29/24 After you left, there was a noise and I completely defrosted for 48 hours.   However, there still had a noise as recorded yesterday before it stopped working.  Slav returned on 11/04/24 and heard the noise, but it stopped whenever the door was opened and started again whenever you closed the door. Slav told me there are 5 motors in the refrigerator and he could not identify which motor created the noise and left. 
  
  Cinch scheduled another appointment on 12/16/24, nobody showed up but Cinch website states We have received confirmation from your assigned service pro that your service request was completed on Monday 12/16/2024, IT WAS COMPLETELY A LIE.
  
  Sincerely,
  
  ***** ****
  

  

  Business Response

  Date: 02/28/2025

  We have received Mr.***** ******** and enlisted a second opinion from an additional network provider for further assessment. Once the evaluation is complete, we will follow up with him directly to discuss the next steps.
  
  We apologize for any inconvenience caused and remain committed to communicating with Mr. **** to address his concerns.
  
  Respectfully,
  
  ******, Customer Relations 

  Customer Answer

  Date: 03/11/2025

   
  Complaint: ********
  
  I am rejecting this response because:

  From: ***** **** (108)
  Sent: Tuesday, March 11, 2025 5:31 PM
  To: ****** ******* <******************************************************************>
  Subject: RE: BBB Case# ******** Refrigerator SCCSA42DED5B-6
  
  Hi, *******
  
  ***** and his brother ***** of Microwave and Appliance Repair came last Saturday, March 8., they are very nice and great in communication, however, the freezer and ice machine stopped working right after they left, and they have scheduled another appointment for tomorrow 3/12/25.
  
  Hope the problem can be solved with their visit tomorrow.
  
  ***** ****
  
  From: ***** **** (108)
  Sent: Monday, March 3, 2025 5:42 PM
  To: ****** ******* <******************************************************************>
  Subject: Re: BBB Case# ******** Refrigerator SCCSA42DED5B-6
  
  Hi, *******
  
  Thank you for following up. 
  
  ***** called me and left message, I called him and left message this afternoon and awaiting his call back for an appointment. 
  
  I will further contact you if any problem. 
  
  *****
  
  
  Sent from my iPhone
  
  On Mar 3, 2025, at 12:42?PM,****** ******* <******************************************************************>wrote:
  
  Good afternoon, Mr. *****
  
  I want to follow up on the re-assignment of the service request for your refrigerator. Did you hear from Limelite Microwave and Appliance Repair over the weekend regarding an appointment?
  
  Respectfully,
  
  ****** *******
  Sr. Case Manager, Escalations
  PO Box 810275
  ********************
  o **************
  ******************************************************************
  **********************
  
       
  
  
  From: ****** *******
  Sent: Friday, February 28, 2025 3:42 PM
  To: ***** **** (108) <*************************************>
  Subject: RE: BBB Case# ******** Refrigerator SCCSA42DED5B-6
  
  Hi, Mr. *****
  
  Thank you for your email and the information you provided. I apologize for any inconvenience caused. *** contacted another network provider for a second opinion. The new service job ID is *************** and it has been assigned to Limelite Microwave and Appliance Repair. Ive spoken with ******and he should be reaching out to you soon to schedule an appointment. He mentioned there might be availability as soon as tomorrow, but h*** confirm the details when he contacts you. If you need to follow up directly, you can reach them at **************.
  
  Please feel free to contact me if you have any questions or concerns.
  
  Respectfully,
  
  <image001.png> ****** *******
  Sr. Case Manager, Escalations
  PO Box 810275
  ********************
  o **************
  ******************************************************************
  **********************
  <image002.png>
  
  <image003.png>
  
  <image004.png>
  
  <image005.png>
  
  
  From: ***** **** (108) <*************************************>
  Sent: Tuesday, February 25, 2025 1:08 PM
  To: ****** ******* <******************************************************************>
  Subject: [External] RE: BBB Case# ******** Refrigerator SCCSA42DED5B-5
  
  EXTERNAL EMAIL: Do not click any links or open any attachments unless you trust the sender and know the content is safe.
  
  
  Hi, *******
  
  I am attaching one of the most constant noises which I recorded from the subject refrigerator, some other short but louder screeching sound could not be captured because they only occurred sporadically.
  
  As shown on the supporting documents attached to my original complaint, I texted Cinch technician Slav on 10/29/24 After you left, there was a noise and I completely defrosted for 48 hours.   However, there still had a noise as recorded yesterday before it stopped working.  Slav returned on 11/04/24 and heard the noise, but it stopped whenever the door was opened and started again whenever you closed the door. Slav told me there are 5 motors in the refrigerator and he could not identify which motor created the noise and left. 
  
  Cinch scheduled another appointment on 12/16/24, nobody showed up but Cinch website states We have received confirmation from your assigned service pro that your service request was completed on Monday 12/16/2024, IT WAS COMPLETELY A LIE.
  
  Sincerely,
  
  ***** ****
  
  From: ****** ******* <******************************************************************>
  Sent: Saturday, February 22, 2025 7:37 PM
  To: ***** **** (108) <*************************************>
  Subject: BBB Case# ******** Refrigerator SCCSA42DED5B-5
  Importance: High
  
  Mr. *****
  
  We are in recent of your rebuttal to the Better Business Bureau regarding the service request for your refrigerator. We sincerely regret the inconvenience youve faced with our service and understand your frustration with both the missed appointments and ongoing issues with the motor replacement.
  
  Regarding the motor replacement, we understand youve reported a loud screeching noise and intermittent malfunctions with the refrigerator, which may be due to the motor making contact with other components. While we cannot guarantee the outcome of the repair, we are committed to addressing the situation and will begin searching for a second opinion service provider to evaluate the issue and recommend the best solution.
  
  Please reach out directly should you have any additional questions or concerns.
  
  Respectfully,
  
  
  <image001.png> ****** *******
  Sr. Case Manager, Escalations
  PO Box 810275
  ********************
  o **************
  ******************************************************************
  **********************
  <image002.png>
  
  <image003.png>
  
  <image004.png>
  
  <image005.png>
  

  

  Business Response

  Date: 03/21/2025

  We are in receipt of ******** rebuttal for his refrigerator claim. The second opinion service provider found the evaporator freezer fan and motor assembly cracked and installed the necessary parts on March 12th. All covered repairs are protected with our 180-day workmanship guarantee, and we encourage him to follow up directly should he experience any further issues.  
  
  Respectfully,
  
  ******, Customer Relations 

• Initial Complaint

  Date:01/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested service for plumbing stoppages and Cinch told me to find my own plumber because they did not have one in their network that could assist me. I did that and I sent in the estimate from the plumbing company on 1/17/2025. My plumbing has been backed up now for over 3 weeks. I have not received a response to the request or estimate that has been sent to Cinch. Every time I call, all I get is please be patient and call back in tomorrow for an update. This has been exhausting to get them to do what they are supposed to do. They repeat the same script every time I call in and give me the run around and I can't speak to someone with the power to get this done!!!This is by far the worst experience dealing with a Home Warranty Company. All I want is for them to do what they are supposed to do.

  

  Business Response

  Date: 02/13/2025

  We have received Mr. ****** complaint regarding the service job for his plumbing stoppages, and appreciate the opportunity to review his case. Since submission of his complaint, a portion of the work was approved in accordance with the terms of his warranty agreement. After completing a thorough examination of the documents, in conjunction with his complaint, we have increased the payout amount. On February 13th we spoke with ******** directly and are pending a paid invoice to release his payment.
  
  We are grateful for the opportunity to address his concerns.
  
  Respectfully,
  ****, Customer Relations 

• Initial Complaint

  Date:01/29/2025

  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.

  Jan13th opened a service ticket to fix my refrigerator. The top of the unit is the refrigerator and the lower part of the unit is the freezer. The 1st tech they sent was unable to diagnose or fix the issue. I received a message from ****** that my repair ticket was closed but after reaching a representative I was informed that it wasn't closed and re-routed my ticket to another service provider.1/17/25 new provider unable to repair the unit and believe the control board needed to be replaced and would check for parts but warned me that part are not likely to be found and repairing it would be an ongoing issue. 1/21 called back to Clinch and was told after speaking with ******* a Supervisor that my part was found and ordered and should arrive in 2 days to the service provider. I received a email.1/23 called service provider and was told their order shows the part was ordered and would arrive by Feb 4th.Questing this, i called back to Clinch and was told that they should be receiving it any day. 1/29 called service provided to only be told that Clinch wants them to remove the unit from my home and send it to them for repair. I called Clinch and spoke with Zes, she only repeated false information about the part being ordered. Requesting to speak with a Supervisor, I spoke with ***, she only repeated the same wrong information. At this point I asked for the check or replacement. I was told a check could be issued but only for parts and labor. That wasn't acceptable! I than asked for a replacement and was told that it couldn't be replaced because they want to "try" to fix it.. I said that wasn't acceptable because of the time it would take it and they lied about ordering my part on the 21st. *** was speaking very fast and with a strong accent. I kept stating that I couldn't make out what she was saying and asked her to slow down her speech. *** **** up!As of today, I have been w/o a unit for 14days and Clinch has provided incorrect information. Help!

  

  Business Response

  Date: 02/11/2025

  We have reviewed from the complaint from Ms. ******** regarding the service issues with her refrigerator. We sincerely apologize for the frustration and inconvenience she has experienced throughout the service process.
  
  We understand that the refrigerator required multiple service visits, and during the course of the repairs, there were delays in diagnosing and obtaining the necessary parts. We acknowledge the miscommunication around the part availability, and we regret any difficulties caused.
  
  We have since finalized the claim for a replacement refrigerator, and Ms. ******** has chosen to accept the claim credit buyout option to purchase a refrigerator of her choice. The payment has been issued which should arrive by mail no later than February 18th.
  
  Please know that we take customer feedback seriously and are continuously working to improve our service processes. We appreciate the opportunity to resolve this matter.
  
  Respectfully,
  
  ******, Customer Relations
  

  Customer Answer

  Date: 02/12/2025

   
  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,
  
  June ***** ********

• Initial Complaint

  Date:01/28/2025

  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.

  1/24/2025 Paid chinch a deductible for them to repair a washing machine which I knew was a pump. Technicians came, never turned the machine on, looked a the drain hose and said it was stoped up with black mold! Left and cinch claimed mold wasn't covered. Called another company to come out, Technicians turned the machine on, said I needed a new pump and fixed it! I have pictures to prove it wasn't mold.

  

  Business Response

  Date: 02/11/2025

  We have received Mr. ******* complaint regarding the service job for his clothes washer. We would like to express our regret that the unit was not fully diagnosed to determine a failure with the pump. We understand the importance of sending the right technician in a customers time of need to be a trusted expert in the field to ensure accurate diagnostics, and apologize that in this instance, that was not Mr. ******* experience.
  
  We understand from the content of his complaint that he sought resolution elsewhere, by a vendor of his choice and had the pump replaced. While the warranty stipulated that we do not provide compensation for work performed without our prior authorization, we also recognize that each situation is unique, and sometimes necessitates further consideration. On February 11th we left him voicemail messages with our direct phone number advising we would like to review the documentation and diagnosis of his service provider in consideration of coverage. We will also follow up with an email to which he can forward his documents.
  
  We regret his experience has been frustrating, and we appreciate the opportunity to address his complaint.
  
  Respectfully,
  ****, Customer Relations 

• Initial Complaint

  Date:01/28/2025

  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.

  Since Oct. 11, 2024 this company Cinch has been repairing or replacing my stove. Ive paid the required $120.00 service fee & had a guy out 2 x who finally said to us that it really wasnt repair able. But we would have to wait till the co decided and so passed the holidays from 2024 into 2025. Now a new set of holidays are starting up again and I am still cooking with 1 pot at a time!!!! I have tried for months to work with this company but nothing has worked being nicely said, can you Please help me with this situation??? I am enclosing my contact number also for information.

  

  Business Response

  Date: 02/11/2025

  We have received Ms. ******** complaint regarding the service job for her range. We understand the necessity of having a fully functioning major appliance, especially during the holidays. Our records do show that a repair was completed initially, by replacing the manifold.Unfortunately, that did not resolve the problem and a recall service order was placed. We faced difficulty in locating a network service provider to assign to her request, but one was located and they diagnosed and parts were ordered. Due to concerns the customer had over the information that reflected on the caller ID from the ********************** provider, there were missed communication ****************. ******* ultimately accepted the cash payout of equal value to the approved claim to put toward having the service provider of his choice complete the repair. The check has been mailed out, and should be received by February 20th.
  
  On February 11th we spoke directly with ********** to address her concerns. As a one-time customer ********************** gesture, we have refunded the deductible that was paid. It should be received back to the card on file in about 3 to 5 business days.
  
  We appreciate the opportunity to address her complaint.
  
  Respectfully,
  ****, Customer Relations 

• Initial Complaint

  Date:01/28/2025

  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 is a home warranty company. They have deemed my wash machine un repairable and are replacing it. I have a pedestal on my machine now, they have required me to purchase a new pedestal for my replacement. Now they refuse to have the new pedestal installed on the new machine that they have ordered for my replacement.

  

  Business Response

  Date: 02/03/2025

  We are in receipt of Ms. ******* complaint regarding the coverage of the pedestal installation for her clothes washer.

  
  On January 29th, we spoke with Ms. ****** to clarify that the pedestal installation is not included in the coverage. The issue in question relates specifically to the clothes washer itself, and our policy only covers the standard delivery and installation of the washer. As the pedestal is considered an accessory and was not a mechanical part of the original unit, its installation is categorized as an upgrade, which is not covered by her warranty agreement.

  
  Ms. ****** mentioned that ** had informed her they would handle the pedestal installation, and that we might be able to assist as well. We explained that any installation arranged with ** would be on their terms, not ours. Ms. ****** acknowledged this, stating she had been informed of the situation and that it has been resolved, as she successfully arranged for the pedestal installation on her own.

  
  We appreciate the opportunity to address Ms. ************************************************* Customer Relations  

  
  

• Initial Complaint

  Date:01/28/2025

  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 1/7/2025 our furnace stopped working. We filed a claim with our home warranty, Cinch, and paid our deductible online. The next day they emailed us advising they could not locate a service provider in their network, and we were authorized to find a service provider of our choice. We followed all of the instructions provided, paid for diagnostics (******), submitted photos and documentation to Cinch.The service provider did a hack non-traditional repair which got the unit partially functional so that we would have heat during the coldest time of the year. The provider advised of risks with using the unit in this capacity and stated it will not work for an extended period of time, the unit must be replaced, and the root issue is not repairable. The unit is 30 years old. All of this is documented on the paperwork sent in to Cinch on 1/14/2025. On 1/16/2025 Cinch spoke on the phone with the service provider and gathered additional information they had requested about the replacement estimate. It took 3 calls to customer ********************** to get the reimbursement for the diagnostic processed, and there has been no determination on the replacement of the furnace yet. It has been 14 days since we have submitted the information. I was hung up on by supervisor Mellow after she repeatedly told me to re-send the information she confirmed they had already received. The customer ********************** claims department does not have the ability to approve claims, that comes from the authorization department, but no one has a phone number to speak to the authorization department or managers there. No one will give me a time line on what to expect, meanwhile, this temporary hack posses a potential safety risk to my family which includes 3 children 4years old and younger. It should not take 14 days to review and determine coverage for a claim like this, and it shouldnt be so hard to get in contact with the people you have a contract with. This feels like we bought a scam.

  

  Business Response

  Date: 02/11/2025

  We are in receipt of Mrs. ******* complaint regarding the service request for her furnace. We sincerely apologize for the inconvenience and frustration she has experienced.
  
  Upon reviewing the situation, we acknowledge that the service provider made a temporary repair, which allowed Mrs. ******* furnace to work but also advised that the unit could not be repaired in the long term. The technician confirmed the furnace needed to be replaced.
  
  We understand the urgency of the situation, especially considering the safety concerns with the temporary repair. We have calculated a payout for a comparable replacement furnace. This figure represents the standard retail costs for parts and labor to install a comparable base model furnace, in accordance with the terms of the warranty agreement. We have provided these details to Mrs. ******* in writing and will require a paid invoice or signed intent to purchase to issue these funds.
  
  We encourage Mrs. ******* to follow up directly should need any further information or clarification.
  
  We appreciate the opportunity to review her case.
  
  Respectfully,
  
  ******, Customer Relations 

  Customer Answer

  Date: 03/13/2025

  Cinch has blatantly lied to BBB. The online portal states that they are not providing coverage for our failed furnace, and so does this letter mailed to us. It states they are not covering our flue which is not being claimed as damaged. The 30 yo furnace, which is no longer working, and deemed non-repairable due to age, is what we are requesting coverage for. We have left multiple voice messages for ***** *******, which have not been returned. We emailed her today. 
  

  We are currently warming our childrens rooms with space heaters. 
  

  I apologize for the delay in response, I am pregnant and already a mom to an autistic 4 year old, and have 2 year old twins. My husband works 70-80hrs a week. This process has been miserable, we bought a home warranty to make our lives easier. Not harder. 
  

  It really appears that since Cinch did not have an in-network service provider in our area, they are neglecting their responsibility. If they had an in-network service provider, we would have paid our deductible to Cinch and they would have paid the service provider to replace our furnace.

  

  Business Response

  Date: 03/23/2025

  We apologize for any miscommunication or frustration Mrs. ******* has experienced. We understand the importance of resolving this matter as quickly as possible, especially given the circumstances.
  Upon reviewing her claim, it appears that an offer for a claim credit was sent to her email address on February 11, 2025. This offer was made to reimburse Mrs. ******* for the replacement of her furnace, and a claim credit was calculated to ensure she was reimbursed for the covered expense in accordance with the contract terms and conditions. However, the reimbursement is contingent upon receiving a paid invoice for the furnace replacement, which we have not yet received.

  
  We recognize the difficulty of Mrs. ******* situation, especially with the added responsibilities of her family. We want to make this process as smooth as possible and appreciate her patience as we work toward a resolution. A member of our Customer Relations team will be reaching out to her directly to ensure her concerns are addressed and to expedite the resolution of her claim.

  
  We appreciate her understanding and look forward to resolving this issue promptly.

  
  Respectfully,

  ******, Customer Relations

• Initial Complaint

  Date:01/28/2025

  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 had ***** repair guy come out twice to repair the washer. It still wasn't fixed so then they sent out ***** G ****** to repair. He stated i need bearings, motor, and motor mount. I was told everything was order. Only the bearings was received. The motor was never delivered to repair person or myself. Then i was told it was out of stock and they would be replacing the washer. Then that changes that they had the part. They went back and forth several times on saying parts order, not order, not in stock, being replaced. I called over 10 times, and had the repair ***** G ****** call just as many times. Still no parts, washer still not fix, or replaced. This being ongoing since December 2024.

  Customer Answer

  Date: 02/10/2025

  It is going on two months and my washer is not repaired. It was working 
  on 6 February but was extremely loud (diagnosed with bearing and 
  possible motor issues). Service repair was done on 7 February and he 
  would not operate at all. The repair guy to It almost all the way apart.
  He had to ******* how to remove parts and put it back together! He 
  damage my walls and baseboard. Put oilly handprint on wall. He is the 
  3rd repair guy now they said they are sending a 4th. I talked to 2 
  supervisor, was lied to many times on when parts will arrive or be paid
  for a replacement. You can't believe nothing they say

  Replacement; I want my laundry room repaired from the scratches, he put grease on one chair, replacement of washer for $1200.00

  Customer Answer

  Date: 02/10/2025

  Plan number ********, service order # SCCS841AE53C, ******* Washer ( 
  WF50K7500AV/A2-0FDR5AEH402032P), had it initially repair in November. 
  ***** did the first two or 3 repair before the last repair person who is
  directly responsible for messing up a working washer to it going dead. 
  The washer worked but was super load until the last repair person took 
  it a part and put it back together using ******* videos!!! He did not 
  know the parts, how to take apart or put together at all, he 100% the 
  reason it stop working and we used it the day before his repair. He put
  his dirty oily hands all over the laundry wall, put lubrication, and 
  dirty parts all over the tile floor. Damage the tile floor, base board, 
  moving the washer. Dragged the washer to the garage to better repair and
  made a mess out there. He put oily part on my chair in our garage!!! 
  After he got it all back together, he had to take a part several more 
  times because it did not work at all. After working form 930 AM to 4 PM 
  he finally gave up and said it was not fixable. How is not fixable if it
  worked (washed clothes fine, just sound like a jet engine taken off) to
  not working at all. CINCH, gave several false status on several phone 
  calls to request status of parts. It was told twice that they would be 
  replacing the washer but then changed to repair. The website status was 
  never accurate and useless. If I did not harass them for status and 
  confirmation of where the parts were which were said were delivered but 
  they wasnt, then it was the delivery date change, to getting the parts 
  weeks later. It has been about two months dealing with the same issues 
  with the washer, went from working to totally dead! . I had a better 
  chance of fixing it than that technician. He is also responsible for 
  damage to my laundry room, cleaning of the laundry room and garage from 
  him being super messy and putting dirty parts everywhere.

  Issue replacement check/bank depost for $1,200.00; Replacement

  Customer Answer

  Date: 02/10/2025

  add pictures

  

  Business Response

  Date: 02/11/2025

  We are in receipt of Mr. ******* complaint. We understand the inconvenience of going without a clothes washer for an extended period and sincerely regret any difficulties he has encountered while waiting on a resolution.
  
  Upon reviewing the service request, we found that our service provider identified the need for several parts. While a portion of the parts were received, there was an issue with the motor not being delivered.Unfortunately, this caused conflicting information regarding the availability of parts and the status of the repair. We understand the frustration caused by the back-and-forth regarding whether parts were ordered, whether the washer would be replaced, and whether parts were in stock. We sincerely apologize for any confusion and the lack of clear communication from our side. This does not meet the standard of service we aim to provide.
  
  Due to the ongoing delays and the continued inconvenience to Mr. ******** the claim was finalized for a replacement clothes washer. He has chosen to accept the claim credit buyout option to purchase and install a clothes washer of his choice. The payment is currently processing which will arrive as a check by mail within 7 to 10 business days.
  
  We appreciate the opportunity to review his case.
  
  Respectfully,
  
  ******, Customer Relations
  

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22868223
  
  I am rejecting this response because: I accept the replacement of the washer, but not at the replacement cost that was offered. I would like the replacement cost amount to be $948.00 which is what I paid for Item #******* |Model #PFW870SSVWW. Reasons, they lied about the status, I talked to two supervisor that ensure me it would be handle but it was not, almost two months of ME calling to get a status, for having a repair person that is not qualified to fix the washer. This washer was well kept and ran prior to this repair guy youtubing how to dismantle, replace the bearing, and put the washer back together. I could have gotten several more years of use before having to replace the washer. It makes more since to get a matching dryer which nothing was offered. 

  Secondly, this offer is not addressing the damage the repair person did to my floors from improperly moving the washer without pads or equipment. I am not sure why he would touch my walls with his dirty greasy hands, he scratch up my base board moving the washer, he used my garage to dismantle the washer which he bang out because he did not have the proper tools. Thought it was a good idea to prop something greasy on garage chair! The chair now has permanent stains and need to be replaced ($350). To replace the chipped tiles alone would cost several thousands, the chair is $350, and our time to clean up his mess in the laundry room and garage is $200.  To resolve these damages I think $500 in additional compensation is more than fair. Total reimbursement amount should be $948.00 washer + $550 laundry room damages/chair=$1,498.00

   

   

   

  sincerely,

  
  ***** *******

  Customer Answer

  Date: 02/13/2025

  attached is pictures of damaged chair

  

  Business Response

  Date: 02/22/2025

  We sincerely apologize for the unfortunate damages made to Mr. ******* chair, wall, and baseboards during the repair to his clothes washer.
  
  We want to reassure you that all of our providers are licensed and insured to perform the work they are assigned. As part of our commitment to quality service, we expect them to adhere to high standards of professionalism. However, in this case, any damages to Mr. ******* property that were caused by the service provider during the repair would need to be handled directly with the service provider, as they are the company responsible for performing the repair work.
  
  Again, we apologize for the inconvenience and appreciate his understanding.
  
  Respectfully,
  
  ******, Customer Relations  

  Customer Answer

  Date: 02/22/2025

   
  Complaint: 22868223
  
  I am rejecting this response because:Unfair my property is damaged.  Cancel my policy effective 7 March 2025.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 02/28/2025

  We understand Mr. ******* concerns about the damage to his property and his request to cancel the policy. As previously communicated, we have advised Mr. ******* that the matter of property damage should be addressed directly with the provider. However, we have requested to cancel the policy effective March 7, 2025, and we will follow up with Mr. ******* to provide confirmation once this is completed.
  
  We apologize for any inconvenience caused and appreciate your assistance in this matter.
  
  Respectfully,
  
  ******, Customer Relations
  

  Customer Answer

  Date: 03/03/2025

   
  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:01/28/2025

  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 2 Aug 24 our HVAC System quit. I called ***** Home Warranty Company, Powered by CINCHS. ***** sent Crowbar Services. On 5 Aug I called Crowbar, it indicated it did not accept the job. On 6 Aug, ***** told me it did not have a provider, and I should call a local provider. I called East Coast Plumbing (ECP) who diagnosed the ***** *** said the **** needed to be replaced. I provided ECPs analysis to *****. I exchanged several emails and had multiple calls with *****. ***** refused to accept the information *** provided. I asked ***** to send a provider it trusted to diagnosis the ***** ***** refused even though it refused to accept ***'s diagnosis. I also requested a buy-out, and subsequently Binding Arbitration. ***** failed to answer or denied both. On Oct 23, ***** offered settlement of $500 for labor for the furnace and $580.33 for the *** Rather than paying for the replacement, ***** determined repair was appropriate based on analysis without physically diagnosing the system and ignoring ECP'a input. Under the contract replacement was capped at $5,000 for each system (air conditioner; furnace) for a total of $10,000. The cost of the replacement, which I paid was $13,345.00. When ***** offered $1,080.33 for repair, ECP estimated repair would cost of approximately $3,961.00. *** indicated any repair would be temporary because the system needed to be replaced. I asked ***** for the replacement costs and to refund me the $645 that I paid for diagnosis. (***** advertises if we cannot fix it, we will replace it, evidently, that means if they decide to do so. Under the contract, if ***** decides not to replace it, they will repair it. *** indicated my system could not be economically repaired in a manner that would last. As indicated, ***** decided it should be repaired based on some analysis without a physical examination of the system. ***** offer for the repair is not adequate or reasonable. I request assistance in getting ***** to meet its obligations.

  

  Business Response

  Date: 02/10/2025

  We have received Mr. ***** complaint regarding the service jobs for his furnace and air conditioning systems, specifically in relation to the payout amount being offered as compensation for the covered work performed.Unfortunately, in Mr. ***** area we have a fewer than average number of network providers, and did not have an available service company in network to assign to his requests. He was authorized to utilize his own provider to diagnose and perform the authorized work on the systems. Upon assignment to what is known as Alternate Provider Option, or APO, he was sent detailed instructions on the information needed for review, as well as guidelines and expectations regarding how the approval amount would be calculated. There was a delay in processing his documentation due to certain required details being missing. On October 10th, he was sent an email advising that after careful review, and based on the type of failure reported by his service company, we were approving to repair the system using what is known as leak stop to seal the pinhole leaks in the systems evaporator coil. Mr. **** was aware of what we had approved prior to having his air conditioner replaced.Likewise, we found his furnaces heat exchanger which is the component that failed to still be under manufacturers warranty for the part. Anytime an item is covered by another warranty, that supersedes the home warranty. This is clearly stated in the terms and conditions of the warranty agreement. In this instance,we approved to cover the labor that would have been needed to replace the heat exchanger.
  
  Upon review of his complaint and service jobs, we have amended our offer for the air conditioner repair to reflect more closely what the fair market retail value for utilizing leak stop and adding Freon to the system would cost. We stand by that decision.
  
  On February 10th we spoke directly with Mr. ******* questioned whether the furnaces heat exchanger would still be under manufacturers warranty as he alleges it was not registered by the builder of the home. We agreed to further review the job for his furnace to ensure the correct decision has been made.
  
  We regret the frustration he experienced during this process, and we appreciate the opportunity to further address his complaint.
  
  Respectfully,
  ****, Customer Relations
  

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22864700
  
  I am rejecting this response because:

  It is factually incorrect.
  
  in Mr. ***** area we have a fewer than average number of network providers, and did not have an available service company in network to assign to his requests.   ***** ASSIGNED A SERVICE PROVIDER; HOWEVER, THAT PROVIDER REFUSED TO ACCEPT THE JOB,

  He was authorized to utilize his own provider to diagnose and perform the authorized work on the systems. Upon assignment to what is known as Alternate Provider Option, or APO, he was sent detailed instructions on the information needed for review, as well as guidelines and expectations regarding how the approval amount would be calculated.
  I WAS TOLD ON THE PHONE I WAS AUTHORIZED A ***** PROVIDER, NO ADDITIONAL INFORMATION WAS PROVIDED. ON THE DAY I WAS TOLD, I HAD A ***** PROVIDER COME TO MY HOME AND HE RAN A 5 PLUS HOUR DIAGNOSIS ($645). IT WAS HOT AND WE HAD ALREADY SPENT A WEEK PLUS TRYING TO GET THE SYSTEM REPAIRED. AFTER I REQUESTED REIMBURSEMENT OR A DAY OR SO AFTER THE DIAGNOSIS, ***** PROVIDED A DOCUMENT THAT IT WANTED THE PROVIDER TO COMPLETE. THE PROVIDER INDICATED IT HAD PROVIDED ALL THE INFORMATION NEEDED AND WOULD NOT SEND SOMEONE TO DO WHAT IT HAD ALREADY DONE.  i WAS ALREADY OUT $645 WHICH ***** HAD NOT REFUNDED AND WAS NOT PAYING FOR ADDITIONAL DIAGNOSIS. 
  

  There was a delay in processing his documentation due to certain required details being missing. ALL THE INFORMATION REQUESTED WAS PROVIDED SOMETIMES MULTIPLE TIMES TO DIFFERENT PEOPLE. i WAS CONTACTED BY AT LEAST FOUR PERSONNEL OVER THE ENSUING MONTH TELLING ME THEY WERE ASSIGNED TO RESOLVE THE ISSUE. NONE DID. 
  
  On October 10th, he was sent an email advising that after careful review, and based on the type of failure reported by his service company, we were approving to repair the system using what is known as leak stop to seal the pinhole leaks in the systems evaporator coil. THE SERVICE PROVIDER INDICATED THAT THE LEAK STOP WOULD NOT WORK - WOULD BE A TEMPORARY FIX -  AND THE REPAIR IF THEY WERE TO DO THE REPAIR ***** AUTHORIZED IT WOULD COST APPROXIMATELY $4,000 (NOT INCLUDING THE $645 I HAD ALREADY PAID.
  
  Mr. **** was aware of what we had approved prior to having his air conditioner replaced. Likewise, I WAS INFORMED IN LATE OCTOBER. i ADVISED THAT SEAR'S DELAY HAD ALREADY CAUSED MY WIFE AND I BOTH IN LATE 70s TO SUFFER THROUGH SUMMER WITHOUT AC AND I WAS NOYT GOING INTO WINTER WITHOUT HEATING.
  
  we found his furnaces heat exchanger which is the component that failed to still be under manufacturers warranty for the part. Anytime an item is covered by another warranty, that supersedes the home warranty. This is clearly stated in the terms and conditions of the warranty agreement. In this instance, we approved to cover the labor that would have been needed to replace the heat exchanger. WHEN THIS ISSUE FIRST CAME UP (CIRCA EARLY SEPTEMBER, ***** WAS ADVISED THAT THE BUILDER OF OUR HOME HAD NOT REGISTERED THE **** AND THE WARRANTY WAS ONLY FIVE YEARS. (SUBSEQUENTLY, IN NOVERMER I FOUND THE FURNACE DOCUMENTATION AND REGISTRATION UNDER THE HOUSE ON TOP OF THE FURNACE.)  EACH OF THE PEOPLE ASSIGNED WAS ADVISE THAT THE BUILDER HAD NOT REGISTERED THE SYSTEM AND IT ONLY HAD A FIVE YEAR WARRANTY. (i PURSHASED THE HOME NEW IN 2017.) 
  
  Upon review of his complaint and service jobs, we have amended our offer for the air conditioner repair to reflect more closely what the fair market retail value for utilizing leak stop and adding Freon to the system would cost. We stand by that decision. I REJECT THE AMOUNT NOW OFFEREED AND DISCUSSED THIS WITH ***** INCLUDING THE **** I HAD NOT BEEN REIMBURSED FOR THE $645. I WAS TOLD I HAD NOT PROVIDED THE INVOICE, WHICH I HAD AT LEAST TWICE, ONCE AS SOON AS HAD PAID IT. ***** REPRESENTATIVE ACKNOWLEDGED ***** HAD THE INVOICE.
  
  ***** SUPPOSEDLY HAS RECORDINGS OF EACH CALL AND COPIES OF EACH EMAIL SENT TO THEM AND THE RESPONSE. I BELIEVE THE PROBLEM IS ***** DID NOT ACCEPT THE ***** PROVIDER'S DIAGNOSIS, WOULD NOT SEND A ***** PROVIDER FROM WHICH IT WOULD ACCEPT A DIAGNOSIS, AND IN GENERAL DOES NOT WISH TO MEET ITS WARRANTY OBLIGATIONS OR ADVERTISED STATEMENTS "IF WE CAN'T FIX IT, WE WILL REPLACE IT." 

  i ADVISED ***** THAT I BELIEVED THEY SHOULD REFUND ME $5,000 PER SYSTEM - ONE OF THE INITIAL REPRESENTATIVES (EARLY SEPTEMBER INDICATED SUCH. I ADVISE THAT THE AMPUNT OFFERED WAS NOT REASONABLE.  IF ***** INSISTS IT WILL ONLY PAY FOR REPAIR, THEN i WOULD ACCEPT RELUCTANTLY THE AMOUNT MY PROVIDERE INDICATED AND REFUND OF MY $645, THAT TOTALED APPROXIMATELY $4,750.- 
  
  ***** C ****
  COL ********* RETIRED

  

  Business Response

  Date: 02/21/2025

  We have received Mr. ***** complaint and recognize that he remains in disagreement with our position regarding the reimbursement for his air conditioner, however, that amount will remain unchanged. With respect to the furnace, after additional research, we discovered that since the original builder had not registered it, the manufacturers warranty expired. Due to this, we have also approved a fair retail cost of a heat exchanger as that is the only part that was found to have failed. This is in addition to the labor amount we had already approved. Furthermore, we have already processed and sent out a check for the diagnostic fee he paid, although it is significantly higher than what we would typically pay for the same work.
  
  On February 20th we spoke with Mr. **** directly to let him know of our updated decision regarding the furnace, and the diagnostic fee check he should be expecting to receive. He requested all the information be sent via email, which we have done. At this time we are awaiting any questions he may have before we process both checks for the air conditioner and furnace.
  
  We appreciate the opportunity to further address his complaint.
  
  Respectfully,
  ****, Customer Relations 

• Initial Complaint

  Date:01/28/2025

  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 allowed someone to use my email to set up repair in *******, **. My email is attached to my personal information on my account I don't have a house in *******, **. I've in **. They couldn't answer any of understanding of how someone can attached my account to a residence I don't have on file that service was provided using my email. They stated they don't have a fraud **** whim I could contact.

  

  Business Response

  Date: 02/10/2025

  We are in receipt of Ms. ****** complaint and apologize for the inconvenience this matter has caused. We spoke with Ms. ***** on February 7th to address any confusion. We explained that her personal information was not compromised in any way. Another customer made a typo when registering with us, which caused Ms. ****** email to be attached to their account.
  
  I advised Ms. ***** that we identified the other customer's account and removed her email address from it. We also explained that, although her email address was associated with another customer's account, that customer had no access to her ********************** account.
  
  We regret that this matter led Ms. ***** to cancel her warranty. She retains our direct contact information should she have any additional questions.
  
  We appreciate the opportunity to review her complaint.
  
  Respectfully,
  ********, Customer Relations