Complaints

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

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• 

  Cinch Home Services, Inc.

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

  
• 

  Cinch Home Services, Inc.

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

  
• 

  Cross Country Home Services

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

• 

  HMS Home Warranty

  2650 Fountainview #200 Houston, TX 77057

• 

  HMS HOME WARRANTY

  PO Box 843956 Dallas, TX 75284

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:08/16/2022

  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.

  Work on air conditioner started on 6/17/22 it is under home warranty contract made numerous phone calls to complete repairs, no one will answer now for a number they gave me. I have been without air conditioning for 2 months and am only getting finger pointing and the run around about the repair or replacement. I am retired and have had to live in a house that is over 90 degrees every day since the repair started. I need my air conditioner fixed

  

  Business Response

  Date: 08/30/2022

  We received ************** complaint and regret the delay he experienced while awaiting resolution of his air conditioning claim. Please know, we would never intentionally delay completion of any customers claim,and regret that the ongoing shortages have affected the availability of the coil. Unfortunately, parts delays are outside of our control. We received an estimated timeframe of around September 2nd for the part to be ready for the service provider.
  
  We contacted ************** on August 30th with this update. We will remain in contact with him until this case is resolved.
  
  We appreciate the opportunity to review the case
  
  Respectfully,
  ****, Customer Relations

  Customer Answer

  Date: 09/09/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 09/09/2022

   
  Complaint: ********
  
  My complaint #******** has not been resolved i got a email that it was i have emailed **** and called to get an update on the parts that were scheduled to be delivered on 9/2 and once again I have gotten no response. This is the third time parts and repairs were supposed to be delivered and repairs done next week will be 3 months without air conditioning i need this complaint to remain open.

  We spoke on 8/30/22 about the repair and parts that were due in to the service tech on 9/02/22 I have not heard anything about the parts or the repairs. It is now almost 3 months I have been waiting for the a/c to be fixed any information on this would be appreciated,
  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/19/2022

  We are in receipt of ************** rebuttal and regret the delay in receiving his repair on the air conditioning claim. We confirmed with ************** on September 19th that his repair has been completed, and it is working as it should.
  Respectfully,
  ****, Customer Relations

• Initial Complaint

  Date:08/16/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Home Warranty from Cinch Home Services which covers my HVAC systems (among other appliances). My HVAC system failed the second week of July. I tried to submit a claim to Cinch but their web-site would not allow me to do so and directed me to call Customer **********************. I was eventually able to connect via phone (3 calls with average hold time of ~90 mins each) with Customer ********************** who swore that there were no available service providers. I knew of a service provider who was in the Cinch network and I called to see if he was available. He was. I called Customer ********************** back to let them know they did have a service provider available. He made an appointment with me and came over to diagnose the problem. His assessment is that the system was beyond economic repair and needed to be replaced. After a week of no updates, I called Customer ********************** to beg them to approve the order. They did approve it 48 hrs later and told me they would order the equipment and the service provider would perform the work. Equipment was supposed to arrive on 10 Aug. On 11 August I called for status and was told the equipment, for some reason was not ordered and the issue had to be referred to their research department. 96 hrs later, I still have no answers. The service provider has not heard anything either. We have had more than 20 days of triple digit heat over the five weeks of my system being down. It is starting to damage the flooring in my home among other things. I need help getting this company to fulfill their contract.

  

  Business Response

  Date: 08/30/2022

  We received ************** complaint and regret the delay he experienced while awaiting resolution of his air conditioning claim. Please know, we would never intentionally delay the resolution of any customer's claim and we apologize for the inconvenience. Our records indicate that the parts appear to have been shipped to a prior address for the service provider. Once the error was discovered, the parts were reordered to be sent to the correct address. The estimated time of arrival for the parts is September 13th.
  
  We contacted Mr. **** and spoke with Mrs. **** on August 29th with this update. We will remain in contact with them until this case is resolved.
  
  We appreciate the opportunity to review the case
  
  Respectfully,
  ****, Customer Relations

  Customer Answer

  Date: 09/09/2022

   
  Complaint: 17722451
  
  I am rejecting this response because your notice expires before they have actually fixed it.  Unfortunately, my experience with Cinch has been multiple broken promises and confusing responses.  Until it is fixed, I won't accept the response.
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 09/19/2022

  We are in receipt of ************** rebuttal. We do sincerely regret any difficulty he experienced. We confirmed with Mr. **** on September 16th that his new unit has been installed and is working as it should.
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 09/19/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I agree the equipment was replaced and is now working.  Thank you.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:08/16/2022

  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.

  Original service request on 6/1/22 For home warranty fridge repair. Cinch sent someone 3 times- all of which the service repair man unprofessional. He broke the inside shelf off completely, did not come back as stated to fix it same day. The fridge is not working as of today, 8/15 and policy states they guarantee their service. The fridge continues to not be fixed- they send me to different departments stating to file a complaint, then disconnect the call.

  

  Business Response

  Date: 08/30/2022

  We are in receipt of ************** complaint, and sincerely regret any difficulty caused while awaiting a resolution on her refrigerator claim. Please know, it is always our intention to send the right technician at the right time, and we appreciate her feedback about the service company assigned to her service request. We have confirmed with them they are working to make things right regarding the broken shelf, and they have ordered a replacement shelf for her refrigerator which is due to arrive next week.
  
  We called ************** on August 26th and August 29th and left voicemail messages. We will follow up with her again to ensure her refrigerator is fixed as quickly as possible from this point forward.
  
  We appreciate the opportunity to address her complaint.
  
  Respectfully,
  ******, Customer Relations  
  

  Customer Answer

  Date: 08/30/2022

   
  Complaint: 17721999
  
  I am rejecting this response because:

  I called cinch back on Aug 29th at number **************** and left a message a extension 42008

  Someone came out for 10 min from Axis appliance repair on 8/25 and we were told that the same issue remains that was originally reported. It was reported by the tech that the fridge is 57 degrees while running at what it says of 35 degrees.

  to my understanding, since this has been going on since May 2022, at this point our warranty states the fridge is to replaced. 
  

  as of today, there has been no follow up from the local company regarding either: 1.Fixing the fridge 2. Replacing the fridge 3. Ordering parts or communication whatsoever 

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

  

  Business Response

  Date: 09/09/2022

  We have received *************** response. Unfortunately, the assigned service company did not provide a diagnosis regarding the mechanical failure to her refrigerator on her recall request, and we have re-assigned her service request to another network provider to determine the next steps on her claim. Once their service report is received, we will make a claim decision as quickly as possible.
  
  As a temporary solution, we have offered to reimburse them for a portable refrigerator due to the circumstances surrounding their claim.We spoke with ************** on September 9th and will remain in contact with them until this is fully resolved.
  
  Respectfully,
  ******, Customer Relations  

  Customer Answer

  Date: 09/09/2022

   
  Complaint: 17721999
  
  I am rejecting this response because:

  the new company was here today. They have informed me that the refrigerator needs a new compressor. The issues with this response from Cinch are as follows: 

  - the fridge compressor was diagnosed and replaced in June, 2022 by Axis repair company. Whether that was documented or NOT on their end is not our responsibility. This will be the second repair on the same issue. 

  - the company Axis was here on Tuesday September 6th. The technician stated you need to unplug the fridge, thaw it out, then turn it back on. He also stated the wrong shelf was ordered so we will need to come back. He then refused to stay to diagnose the problem and left. 

  - this is the 2nd time in 1 week that someone has had to be dispatched to come to our home and not repair the fridge. Original date of service request was 5/29/22. This is now past 90 days since original request without resolution. 
  - the amount of times we have had to take off from work to be there for a 6 hour window or tech arrival is not being reimbursed in any way. 
  
  -we are paying $50/month for warranty company on top of $160 deductible for diagnostician with no resolution or reimbursement. 
  

  -we are now waiting an additional amount of time for a part and then the additional repair instead of taking care of the problem in a timely manner vs whatever is cost efficient for the company. 
  

   Sincerely,
  

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

  

  Business Response

  Date: 09/16/2022

  We are in receipt of *************** rebuttal. We recognize her claim experience was not what she expected it to be. Since submission of her response, we finalized her claim for a replacement refrigerator because the necessary part for repair is no longer available. Her warranty agreement will pay up to $2000 per covered item for replacement of any covered appliance per agreement term. In this instance, we have processed her payment which should be received by mail no later than September 23rd. We have refunded her deductible as well which will go back to the card charged within 3 to 5 business days.

  We appreciate the opportunity to provide a resolution.

  Respectfully,
  ******,Customer Relations 

  Customer Answer

  Date: 09/16/2022

   
  Complaint: 17721999
  
  I am rejecting this response because:

  Once we have received the check and also have the deductible refunded we will be closing out the BBB claim. So far we have not received it. We will wait until that time to do so, so we will be rejecting at this time. 

  
  Sincerely,
  
  *** and ***********************

• Initial Complaint

  Date:08/15/2022

  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.

  My home Kitchenaid fridge broke down and I was told that my replacement cost is only $1,385 (which is not true giving the dimension of my fridge) it is more like $11,000. Following the cash offer email, I received a check for $1,000 (which I refused to cash) indicating that my fridge is an ultra premium brand and is subject to $1,000 reimbursement limit. According my contract, Kitchenaid is not listed as an ultra premium brand, and it is not. When I called case management, I was told that it is ultra premium because it is not sold at major retail stores (which is not true as it is sold at Best Buy and ******)!. Ultra premium brands per the warranty contract are: Bosch, Dacor, Delfield, **************** GE Monogram Series, JennAir, Meile, Sub-Zero, Thermador or Viking I feel that your employees are just making up the rules with no regards to the actual contract and that is extremely upsetting. I pay my premium on time and expect that Cinch holds its side of the bargain and not let its clients down this way. This entire experience has left me questioning the values and the integrity of the company that I have trusted. I am requesting replacement value reimbursement.

  

  Business Response

  Date: 08/29/2022

  We are in receipt of **************** complaint and have reviewed the service request for his refrigerator to ensure he is receiving the full benefit of his home protection plan. As with any home warranty, coverage is detailed and there are general exclusions and limitations which may apply. Please know, it is always our intention to be clear and upfront about the coverage our warranty offers which is why all our customers are sent a warranty booklet upon enrollment to ensure it will meet their needs.
  
  Our records indicate that his refrigerator was not repairable, and the decision was made to move forward with a replacement. **************** was provided with a replacement offer of a GE brand refrigerator, model number GSS25GYPFS, or a direct payment of $1,385.15 to put towards purchasing and installing a refrigerator of his choice. Upon further review, we determined his refrigerator is classified as a high-end commercial-like unit. Please know, the cap amount of $1,000 is the only option available in similar claims for commercial-like and ultra-premium appliances as listed within the Agreement. Despite this, we will honor the initial $1,385.15 cash payment offered by mistake which is more than the cap amount provided within the agreement. This information has been relayed to **************** and we are waiting for him to confirm whether he would like to accept this offer to close his claim.
  
  We appreciate the opportunity to review his case.
  
  Respectfully,
  ******,Customer Relations 

• Initial Complaint

  Date:08/15/2022

  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.

  The date of my appointment to have my AC looked at was 7/19/2022. I however changed my filter, the HVAC technician said to clean the coils. Which I did, the temperatures in my house were still ***** degrees. I have tried to call this company numerous times though out the weeks with no luck getting a person on the phone. The unit was running very weak up until 8/7/2022 where I went out and bought and installed window units, so my wife and 2-year-old did not need to be sitting in the heat. Cinch contacted me on 8/5/2022 to not discuss the issue or return my call, but to renew my warranty that is expiring on 9/6/2022. I was informed that I am able to get a Maintenance visit for my unit, due to myself being at work, I asked for a rescheduled call to be Monday 8/8/2022, to discuss when the visit will take place and get it fixed and if I will renew. absolutely 0 phone calls came from Cinch all week, I will not be paying another deductible, since making an appointment requires it. I'm unsure if the phone call from 8/5/2022 will result in a renewal and receive a bill in the mail. On that call I clearly stated that the problem needs fixed, or I will not renew. I am left to question is this company only after premiums and not willing to fix anything listed in my home warranty? They have shown me that I do not matter.

  

  Business Response

  Date: 08/26/2022

  We are in receipt of Mr.******** ********* and fully reviewed the service request for his air conditioner. The assigned service company reported the condenser coil was clogged with dirt and debris, and it was the technicians professional opinion that the lack of cooling was from the condenser coil being restricted.
  
  Our records show that a Membership representative spoke with him on August 5th regarding his renewal, and we sincerely apologize he has not received a follow up call as promised. Since he cleaned his unit as instructed and it is still not working as it should, we called him on August 26th to get him set back up for service. We were not successful in speaking with him and could not leave a voicemail message, and email correspondence was sent to him as well. We will make another attempt to reach him to assist in having his air conditioner assessed as quickly as possible from this point forward.
  
  We appreciate the opportunity to review his case.
  
  Respectfully,
  ******, Customer Relations   

• Initial Complaint

  Date:08/15/2022

  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.

  Placed a service request with Cinch home services (operating as ****** in May, after 2 visits my unit is not repaired and they closed out my request. I was told they decided to replace my unit but they are offering $33.I called back and they said its because the part is not covered. Now I was supposed to recieve an email with all this info. They never sent it...and they took it upon themselves to decide that I accepted the $33 resolution which I have not nor was I given the opportunity to. At one point i recieved an email asking for the all parts they shipped me back my response was how can i send you parts back if I you never came to fix what was broken.I have uploaded the coverage page it is overall coverage and does not indicate parts not covered. IT is fox or replace. I also paid $100 deductible on this claim.

  

  Business Response

  Date: 08/29/2022

  We have received Mr. ********* complaint and understand that it is upsetting when a claim does not fully qualify for coverage. In the case of Mr. ********* dishwasher, there were multiple parts identified as having failed, however, only one of those parts is addressed by the warranty.Mr. ********* plan specifically states we do not cover appliance doors, or venting components unless its for a range exhaust hood. The non-covered parts for Mr. ********* dishwasher are considered structural, and his warranty only covers mechanical failures due to normal wear and tear. All of this information can be found within the details of his plan, which is accessible via his online account portal. He was also sent a hard copy of this information upon enrollment into the plan. Because the covered repair could not be performed without repairing/ replacing the non-covered parts, the only option in instances such as this is for the warranty to provide a cash payout of equal value to the covered portion of the claim. Upon review, ******************** is entitled to an additional amount which has since been processed, and should be received no later than September 15th. Since the amount originally calculated was incorrect, we refunded the deductible that he paid as a one-time customer ********************** gesture which more than covers the difference.
  
  On August 29th we left him a voicemail and sent an email to follow up.
  
  We appreciate the opportunity to address his complaint.
  
  Respectfully,
  ****, Customer Relations
  
  

  Customer Answer

  Date: 08/29/2022

   
  Complaint: 17717224
  
  I am rejecting this response because:

  A phone message was left today. The information above is not entirely accurate. I was told the unit would be replaced (a settlement amount would be paid). The settlement amount was $52 to replace a dishwasher. The person who left the message said the amount was low due to all the "unrecovered parts" Here is the detail on the issue. 

  The unit simply needed a door hinge which was ordered by tech number 1 along with another part needed. At the time TEch #1 order the part he also scheduled an appt for another tech to come install the hinge and a second part. The hinge never came and tech number 2 came and decided to order the whole door piece by piece and also scheduled a return visit. At some point they cancelled the appt for the 3rd tech to come back without my knowledge. I received a number of parts that I still have sitting here and at some point I received an email asking for the parts back. My response to the company was "how can i send the parts back if you havent fixed my dishwasher" . The response I received then was you have to talk to customer **********************. At this point I was no aware that the company decided not to fix the dishwasher but to replace it and that is why they asked for parts back. There was no communication from them regarding a replacement. After TEch 3 called I called customer ********************** and after multiple calls 'i finally got someone who explained they were offering a settlement to replace the unit. That amount was  not enough to replace the unit. 

  Facts:

  1) the uncovered parts exisit because their techs ordered them all I need was a hinge for the door and one other part to fix a leak

  2) I will gladly send all the parts back if they provide a shipping label and a reasonable replacement settlement.

   

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

  

  Business Response

  Date: 09/09/2022

  We have received Mr. ********* response. The amount ******************* has been provided is not based on the cost of a replacement dishwasher but for covered repairs. ******************** was not approved for a replacement of his dishwasher. The parts that ******************** retains would need to be returned to ***** as the work is not being performed through the warranty.
  
  We sent a follow up written communication to ******************** to let him know we will contact ***** on his behalf to request they reach out to him about returning the parts in his possession.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 09/12/2022

   
  Complaint: 17717224
  
  I am rejecting this response because: The only thing that needed to be replaced was the door hinge. It was the ***** techs who decided to order all these uneeded parts. Either way your service has not been satisfactory, your customer ********************** can barely speak english and is hard to communicate with so nothing was ever explained. There apparently will be no resolution to this. I paid for a warranty to cover my appliances and a door hinge should have been a simple fix and you could not handle that.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/15/2022

  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 service request on 7/2/22 indicting refrigerator was not cooling; I paid $75 service fee; to ***** Home Warranty Service. On 7/5/22 a service request was made a to Eagle Appliance Service with a service of 7/18/22; my son reached out to possibly get an earlier date, they came back with 7/13/22 between 2-5pm. On 7/13/22, Eagle technician called and left msg to return his call; I returned the call in less than 1 minute; the receptionist answered and I told her that I had received a msg to call this number: she said she did not call me, then asked me for the number the call come from: she then transferred me to the technician, who did not answer . At this point I called Eagle back, receptionist answered and I explained what happened; she said she would have to check the technicians notes to find out what is happening; she came back and said this appt had been canceled since no one answered the phone, anyway the run around is still going on; I am being passed through several appliance service offices : they either cancel or the do not show up at all. I have gone from Eagle Appliance Service; ************* Services ; who informed me they could not service me because I was outside of there serving area, then to *********** service: they did pick up my service ticket on 7/24/22 that I have spot scheduled for 7/26/22 between 8-5p . On 7/26/22 no show or any kind of communication. On 7/31/22 received confirmation for apply 8/2/22. On 8/2/22 , technician did show up to survey the problem with refrigerator,: he made his assessment and ordered the needed parts, said it would take a couple of days for the parts to arrive. The parts arrived between 7/3 and 7/4/22; I received confirmation for service on 8/8/22 . On 8/8/22- no show or communication from *********** Service: As of today; 8/12/22; I still have not been service: still without the use of my refrigerator: going on 7 weeks. No communication at all. What ever you can do . Look forward to hearing from you

  

  Business Response

  Date: 08/29/2022

  We have received Ms. ******* complaint and regret the amount of effort she has had to put forth in resolving the claim for her refrigerator.  The service job was assigned to a service partner and parts were ordered. The service company has attempted to reach ****************, but has been unsuccessful in speaking with her, despite multiple voicemail messages left.
  
  On August 26th and 29th we reached out to **************** again and received her voicemail and left her a message, and appreciate the opportunity to address her complaint.
  
  Respectfully,
  *****, Customer Relations 

  Customer Answer

  Date: 08/31/2022

   
  Complaint: 17709875
  
  Thank you for the opportunity to be heard. I am rejecting this response because: The continued missed communication still exist.  When I signed up with ***** Home Warranty Service,9/24/21, the warranty indicates my profile: name; (***********************), contract # ********.  Any and all service claims that I received indicates service profile for ***********************, information different from mine; address maybe the same but, the name and contact information is different. This has been the problem from the beginning.  Everything coming from different service claims does not indicate my name as the warranty owner.  As mentioned in many conversations, you are using an incorrect telephone number to communicate directly with me.  As for *****'s reaching out to me, I did return the call to her on August 26, 22 @ 3:57 p.m. got voicemail left my name  (***********************) and a good number **************) same number that (reflects on my warranty) for her to return my call. I followed up again, on August 30, 22 @3:45pm.this time leaving a message on her voicemail (using the incorrect number **************)  by the way, same number ***** has being leaving messages.  Yes, I would like to proceed.  I think the processes and procedures followed should be revisited and updated to included customer ********************** training for all employees to include managers on down to the operators/receptionist and technicians.  I think  service tickets should be reviewed for accuracy and tracked for timeliness before closing out the job as completed. The lack of concern for their customers needs elderly, infants, and people in general, who rely on refrigeration to protect food and medicine on a daily basis deserve a better quality of service, since we are paying for it.  I know that during the hottest part of the summer I went without refrigeration for 7 weeks.  How do you rectify that?     

   

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

  

  Business Response

  Date: 09/09/2022

  We have received Ms. ******* rebuttal and apologize for the delay in speaking with her.  On August 26th, August 29th and August 30th we reached out to her and received her voicemail and left messages.  
  
  On September 8th we called Ms. ***** and received her voicemail again and a message was left  along with a follow-up email message. We look forward to speaking with her regarding this matter. 
  
  Respectfully,
  *****, Customer Relations 

• Initial Complaint

  Date:08/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have the Cinch Home Warranty (Total Protect) and contacted then on 7/5/22 - Service #SCCQ72F6E51b about our Heat Pump System not cooling properly and a service technician came out and said they needed to isolate the indoor Air Handling Unit from the outdoor Condensing Unit to determine which system was faulty. This was performed over a month ago and we have been with ** through record breaking temperatures. We have made repeated calls to Cinch with being told the parts were being located and they would be contacting us within a few days. After several days we would contact Cinch again and then were told our service was being elevated to emergency. Again we waited several days with the installing contractor saying he had received nothing from Cinch to proceed with the work. After several more days when talking with a Cinch Representative we were told that it was in research trying to locate the parts, this was over 3-weeks ago. I spoke with a Cinch supervisor a few days ago and was told everything was still in research. I informed her that the ** Contractor had informed me he could get the needed equipment but couldnt proceed without authorization. We are to the point where I have contacted an independent contractor who performs work for my company and has assured me purchasing the equipment needed will not be an issue to make the needed repairs.

  

  Business Response

  Date: 08/26/2022

  We have received Ms. ******* complaint and recognize the urgency of having a working air conditioning system in the summer months. We would not intentionally delay resolution of her claim and regret that the circumstances surrounding her claim have led to a longer-than-average completion time. The first provider assigned to her claim identified a refrigerant leak but was unable to locate where the leak was coming from. In order for the warranty to make a coverage determination, it is necessary that we know the source of the leak. Her claim was reassigned for a second opinion and the location of the leak was identified. A new evaporator coil has been ordered and is pending delivery. **************** has been working with a case manager to personally assist her in resolving her claim from this point.
  
  We apologize for the frustration she has experienced, and appreciate the opportunity to address her complaint.
  
  Respectfully,
  ****, Customer Relations 

• Initial Complaint

  Date:08/13/2022

  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 an open work order on with my Home warranty (Cinch Home Services/Sears Home warranty, #******) for almost five months now and is still unresolved - Service order SCCQ12C07C14 initial service request date is 03/25/2022. Its about an issue related to fixing my Wall Oven. The company initially sent a technician and ended up ordering a part, but said it will take about a month as parts are in short supply. Given the supply chain issues, I was patient and hoped when the part comes in my oven will be fixed. After waiting for more than a month, the part arrived. We then had a second service visit and the technician who showed up said the part won't help and the Oven is not fixable. I was told that they will order a replacement or I will have a cash option. I then waited for another month or so patiently for an update but nothing happened. When I called back the second time, the same story is repeated, I was assured they passed my request to the research/authorization department and I should receive an email with the options to choose or take a cash out. They even had my model and serial number taken and I was hoping that's the end of it. To my surprise, nothing happened after waiting for few weeks. I called back again, now i am loosing count, but probably third time. Same assurance, they don't see previous escalation to authorization but this time they will make sure it happens. Same result, nothing happened.Today, Aug 13th, I called again. To my utter disbelief, i was told there is nothing else in the system about previous escalations. The started the story again with a part is ordered and they are waiting for it. That was the case at least 3 months back, when the part arrived second visit happened and technician already said oven is not fixable!! The company doesn't see that update, nor the escalations I was told they did to their research/application departments. They put another escalation again!! I can't believe it!! Hope this helps to resolve it. Thanks

  

  Business Response

  Date: 08/26/2022

  We are in receipt of Mr.********* ********** We recognize the inconvenience of going without a major appliance for an extended period and sincerely regret any difficulty caused while awaiting a resolution on the service request for his wall oven.
  
  Our records indicate that a control board was needed for repair, and the technician later reported this did not fix the issue and recommended a replacement. Upon a through review of his claim, we found inconsistencies on our behalf which contributed to delaying a final resolution. Mr. ********* claim has been finalized since submission of his complaint, and he has been offered a comparable replacement wall oven or a cash allowance to put towards purchasing and installing a unit of his choice.We called him on August 25th & 26thto address this further and were not successful in speaking with him. We will follow up with him again to confirm his final decision and to ensure that this matter becomes resolved as quickly as possible from this point forward.
  
  We appreciate the opportunity to review his case.
  
  Respectfully,
  ******, Customer Relations 

• Initial Complaint

  Date:08/12/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We signed up for Cinch Home Services 30 day free trial in January 2022. They required my Mom give them her Debit Card to start. As allowed, we cancelled within the free trial period, on 2/16/22. We received no services during the 30 days. We received an email from Cinch on that day saying the contract was cancelled.Contract Number: ******** Effective Date: 02/16/2022 Cancellation Date: 02/16/2022 Cancellation #SS2162022 - Given by ****** in Membership Services about 7:15pm, 2/16/22. After the cancelation, a $49.99 illegally recurring charge started on mom's account 4/18/22. She was charged on 4/18/22, 5/16/22, 6/17/22, 7/17/22, and we expect again 8/17/22. My Mom needs her debit card removed from their system so we are never charged again, and have all the money that was charged refunded. Cinch has done nothing to resolve the issue. My mom called yesterday, 8/11/22- 2 times, and was cut off both times over a period of 1.5 hours. It was verified the contract was cancelled, but the payments were not seen or recorded in the file. She was told to make photos of her account statements, to be sent to a Cinch email. We tried to send them, but were told the email was an invalid address. I did successfully send the same email to my mom's account, so the problem was not on our side.Again, we need the charge card removed from their system immediately to stop the recurring charges, and a full refund of money charged as of today -$200. We haven't yet received a bank statement that shows the charge on 7/17/22, but she has been charged. The 8/17/22 charge will be in 5 days unless Cinch stops it. Companies normally say changes won't by done until between ***** days. That could be 3 more charges. equaling another $150. This is very frustrating. Cinch has my phone #, but never called back after the 2x we were cut off.

  

  Business Response

  Date: 08/26/2022

  We are in receipt of Mr. ******** complaint and regret the amount of effort he has put forth to resolve his account issue.  During the review of his account, we found there was another contract which was active for this property address which payments were being withdrawn for. On August 23rd, ****************** spoke with a representative who was able to cancel this additional contract and issued a full refund for the premiums paid. The refund is being processed back to the credit card we have on file and should be received in 3 to 5 business days.
  
  We appreciate the opportunity to address his concerns.
  
  Respectfully,
  *********, Customer Relations