Complaints

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

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

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  Cinch Home Services, Inc.

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

  
• 

  Homesure of America

  648 Grassmere Park Nashville, TN 37211-3663

• 

  HMS National

  Homegard Warranty Dallas, TX 75284

• 

  Cross Country Home Services

  1520 E Greenville Street, Suite K Anderson, SC 29621

• 

  HMS HOME WARRANTY

  1950 N. Steemmons Freeway Dallas, TX 75202

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:08/12/2022

  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 paid out 160 dollars now twice for them coming out and gave me a reason to why they cudnt fix it the problem as i just bought this house and the warranty with it. I can understand microwave so i went out and bought and installed the new one but for my leaky pipes which contractor said he would reroute them thru wall instead of under concrete slab told me they cudnt fix it under slab even thought contractor stated it was going thru the walls so both times it was 160 each time for them to come out and give me a reason to why they wud not fix it

  

  Business Response

  Date: 08/25/2022

  We have received the complaint ****************** submitted regarding her water line claim.  We regret the outcome of the work order was not the desired resolution she was anticipating.  The leak in her pipes was determined to be located under the concrete slab of her home. Her warranty does not cover leaks located in the concrete slab.  ***************** paid $150.00 for her deductible and the service call fee was $55.00.  Since the failure is not covered, we will reimburse the difference of $95.00 that was paid which is over the service call fee amount.
  
  We spoke with ****************** today and reviewed the information with her.  She is aware the check will be received no later than September 8th.  We appreciate the opportunity to review Ms. ******** case.
  
  Sincerely,
  ****, Customer Relations

• Initial Complaint

  Date:08/12/2022

  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.

  Reporting an issue with my dryer at the beginning of June. It was making a loud noise when the unit was running. I reported the issue to CINCH and was assigned to the service provider (National Service Alliance) who assigned the service request to ************************************ It took over 6 weeks and several calls to *** to get *** at Trinity to call me back. After a short phone call, he said "I know the issue, I'll order the parts and call you when they come in so that we can repair it". He then asked me to send him a picture of the model number, which I did (later come to find out that he claimed to be at my house during this "call" to get the original diagnosis). After I didn't hear from him for a week or so, I started texting him for updates (I was told by *** that this was the preferred contact method). After 10+ texts (one each day or every other day) *** finally responded and set up an appointment that he never showed up to. Again, I contacted *** to report the issue. After this, I received a text from *** who set up another time for which he didn't show up until 4 hours after his scheduled time. Upon his arrival, he told us that our motor was bad and we should receive a check to replace the dryer within 2 days. Again we waited - no check and no contact. I called CINCH to see what was going on and was told they could assign the case to another company Safer Homes Today, we called and schedule a time with this company after receiving a confirmation email. This person also arrived several hours after the 4-hour time slot that was given and took our dryer completely out of commission due to a fire hazard. Again, we waiting for the claim to be processed. Today I called CINCH for an update only to find out that the repair had been reassigned to *** with the original company after several complaints and my discontent with this person. So far there is no resolution and the claim is 8+ weeks old. Frankly, it's ridiculous and insurance fraud.

  

  Business Response

  Date: 08/26/2022

  We received **************** complaint and regret the claim for her clothes dryer has left her frustrated. We aim to provide a hassle-free claims and replacement process and, in this instance, we did not meet our objective. During our review we found opportunities for better communication between Cinch and the service provider regarding the services that was performed which contributed to the delays she experienced.
  We have presented **************** with a comparable replacement clothes dryer or a cash buyout to use towards the purchase and installation of her choice. We spoke with her on August 26th where she accepted the cash buyout. This will be sent to her electronically via Zelle and she should receive this no later than September 1st.
  
  We appreciate the opportunity to review her case.
  
  Sincerely,
  ****, Customer Relations  

• Initial Complaint

  Date:08/12/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 3rd 2022, I cancelled my policy with Cinch Home Warranty. I paid my policy in full for 12 months 467 dollars, after 3 months of service I am due as a refund 351 dollars. Cinch Only refunded me 281 dollars. I contacted their customer ********************** several times they only say that's what the system said you are supposed to get back and there is no more refund. I asked to speak with a Supervisor they wont let me. I am at a dead end, no one can explain how there billing works. I need for them to refund my difference.

  

  Business Response

  Date: 08/26/2022

  We have received ********************** complaint. Please know our goal is to ensure clear, accurate communication between the warranty company and our customers. ******************** received the appropriate refund amount, which was less the amount paid out in claims and less a cancellation fee. Because he was quoted a greater amount at the time he requested to discontinue his plan,we have processed an additional refund to be paid electronically.
  
  On August 25th we left him a voicemail message with our direct contact information should he wish to follow up with us directly.
  
  Respectfully,
  ****, Customer Relations 

• Initial Complaint

  Date:08/12/2022

  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 purchased a home warranty which includes my refrigerator. The refrigerator quit and I filed a claim with the warranty folks (Cinch Home via ***** Home Warranty, ***************************************************************) and they sent a technician for evaluation. The tech came, and submitted paperwork for the incident. They have done nothing since and we have called not less than 10 times since. The last time I called, 8/12@9:00am, they said they would transfer me to a supervisor, then put me on hold, seemingly indefinitely. I hung up after 20 minutes of being on hold. As far as I know, no change has occurred on the status of my claim.

  

  Business Response

  Date: 08/25/2022

  We are in receipt of Ms.******** ********** and sincerely regret any difficulty experienced while awaiting a resolution on her refrigerator claim. Our records indicate that her claim is now resolved. We offered her a replacement refrigerator and she chose to accept the cash allowance in lieu of the replacement to put towards purchasing and installing a refrigerator of her choice. Her check has been processed and should be received by mail within 7 to 10 business days. We sent her email correspondence, and she is welcome to follow up directly if any further assistance is needed.
  
  We appreciate the opportunity to review her case.
  
  Respectfully,
  ******, Customer Relations 

• Initial Complaint

  Date:08/12/2022

  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 been having plumbing issues since Mnday, and it is now Friday. They still have not sent anyone out to fix things because apparently they can't find anyone to send out yet. They also refused to let me find my own plumber. I have been without a working toilet for a week as an 80-year-old woman, this is unacceptable.

  

  Business Response

  Date: 08/26/2022

  We have received Ms. ****** complaint and apologize for the delay in assigning a service partner to her plumbing claim. We aim to provide fast, reliable service and in this case we did not meet our objective. In some cases we have limited availability with network service providers in a particular area to service a request. In these instances, we request assistance from our dispatch department in locating an in-network service provider to complete the job. Our records indicate that since the submission of her complaint, the repairs have been completed and ************** has cancelled her policy. We regret to have lost her as a customer, and appreciate the opportunity to review her case.
  
  Sincerely,
  *********,Customer Relations  

• Initial Complaint

  Date:08/11/2022

  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.

  Requested service technician to come by and fix our HVAC which was leaking. The company immediately charged $110/ The technician was supposed to come Aug 8 because this was an emergency. The technician never showed up despite the confirmed appointment, while **** continued to leak and cause further damage. Technician finally showed 8/11, and left within 3 minutes, refusing to fix anything. Spoke with the Cinch directly stating there was no service or diagnstic tests were run, and no solution of the problem. I requested they send the same tech or another company to diagnose and/or fix properly, but Cinch refused. The $110 should be refunded as no service was performed despite what was agreed upon.

  

  Business Response

  Date: 08/25/2022

  We have received **************** complaint and understand that it is upsetting to learn a claim does not qualify for coverage under the terms of the warranty agreement. **************** warranty specifically addresses mechanical failures that occur due to normal wear and tear. The reason that we were not able to extend coverage is that the issue with **************** system was a clogged drain line. This is a maintenance issue and does not constitute a mechanical failure. His agreement does not address performing routine maintenance. Since this was not adequately explained to him, we did refund the typically non-refundable deductible as a customer ********************** gesture.
  
  
  On August 25th we reached out to him by phone and left a detailed voicemail message, and sent an email message to follow up and provide this information.
  
  
  Respectfully,
  ****, Customer Relations

• Initial Complaint

  Date:08/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cinch sent out their service provider to diagnose and fix our leaking washer. After multiple attempts to repair the leak, the tech then advised that the unit needed to be replaced. He then called this info in to cinch and came back to me telling me the claim was denied. He stated that he believed the issue was due to "regular wear and tear" and thus should be covered and advised me to appeal the decision. Cinch has been nothing but horrible to communicate with. Every time I call I'm put on hold and eventually hung up on.

  

  Business Response

  Date: 08/25/2022

  We have received **************** complaint. We were notified by the technician in May that the damage to **************** clothes washer was due to a foreign object becoming lodged and creating a hole due to the friction. His warranty agreement specifically addresses mechanical failures that occur due to normal wear and tear, and would not address a failure caused by a foreign object damaging the machine. On August 24th we spoke to him directly and sent a follow-up email to make him aware that regrettably we are unable to extend coverage for his clothes washer. We understand that this is not the outcome he would have liked, but we are confident our decision has been reached within the boundaries of his warranty agreement.
  
  Respectfully,
  ****, Customer Relations
  

• Initial Complaint

  Date:08/11/2022

  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 placed a service request May 2022, the service tech didn't follow directions for what I requested. Placed a follow up claim to finish the job. Cinch uses ***** home services and they were unable to finish the job. Cinch then sent me to a 3rd party. They didn't finish the job. I have repeatedly called cinch asking for them to fix my AC. My family and I have spent the last 4 months with out AC in re**rd heat wave. I had to purchase windows units and the hit my electric bill has taken is astronomical. Every time I call cinch tells me to call the 3rd party I have, and I have asked cinch to look into the issue. I have paid my monthly bill to cinch plus the ** pay and have yet to receive services for my payment.

  

  Business Response

  Date: 08/25/2022

  We are in receipt of ************** complaint.Please know, our goal is to send the right technician at the right time to answer our customers questions and help resolve their problems. In this instance, we clearly missed our goal.
  
  Our records indicate that since submission of his complaint, his service request was re-assigned to another network provider for handling and his air conditioner has been repaired. We called him on August 24th & 25th to confirm his unit is working as it should and were not successful in speaking with him. A voicemail message was left, and email correspondence was sent to him as well. He is welcome to follow up directly if further assistance is needed. 
  
  We appreciate the opportunity to review his case.
  
  Respectfully,
  ******, Customer Relations 

• Initial Complaint

  Date:08/11/2022

  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.

  Contract # ******** Telephone ************ We have been without air since 07/01/22. The reasons we are submitting this complaint we are not allowed to talk to a supervisor and we have not received humane services. We have called the company over 8 times seeking help. A technician came out on 07/05/22. Technician said our air conditioning needed a compressor. Technicians returned 07/13. After having to provide them with an electrical cord, they worked for about 30 min. when a light shower (no thunder and no lightings) came. We were told they couldnt work in the rain. They left. Ten minutes after they left, the rain stopped. We called back to get another appt for 07/25. On 07/25 after waiting almost all day, we called to follow up. We were told delays were caused by backups, but we were still scheduled to be serviced. No one showed nor called. Called back 07/26 to get rescheduled and was told we had to wait 08/1. We insisted that we needed an earlier date, 07/30 was given. The same Technician who came out on 07/13 to install the compressor called on 07/30 to tell us that he did not have a compressor on his truck therefore he had to try and locate a compressor. In the meantime at approximately 8:30 am, he said, the Parts Store will not open until 9:00 am so later in the day the Technician informed us that he will not be able to get the part in time so the job was rescheduled. Service man arrived at our home at 6:15pm on 08/5 and installed a compressor. He told us after a few hrs the temperature would function properly. On 08/06 the thermostat was at 80. Next appt. was 08/8-NO CALL NO SHOW. After numerous calls we were rescheduled for 08/24. Needless to say, we senior citizens have been sorely mistreated with temperatures being in the 90s. We would like ***** to make servicing our air conditioning unit a priority, schedule an earlier appointment, and refund our $350 they charged us to drain the fridant from our units because of our ill-treatment and inconveniences.

  

  Business Response

  Date: 08/24/2022

  We are in receipt of Mr.******** ********** We understand the inconvenience of going without an air conditioner during the summer months and sincerely regret any difficulty caused while awaiting a resolution.
  
  We spoke with ****************** on August 24th to address his concerns. Although his recall appointment was scheduled with ***** for August 24th, they were able to prioritize his request and came back to his home last week to repair his air conditioner. He confirmed the unit is now working as it should. We have asked that ****************** follow up directly should he experience any issues going forward so that we can work towards a resolution as quickly as possible.     
  
  We appreciate the opportunity to review his case.
  
  Respectfully,
  ******, Customer Relations 

• Initial Complaint

  Date:08/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cinch contract agreement Has failed to live up to the contract agreement. Re my Water Softener Kenmore ****. Have stalled me through the process. Failure to pay for replacement or repair. Has been going on for months. Six months at least. Requested I find a repair Tech and have an estimate provided. I did that after they then located a company Whitney ******** and Electric located in MI. Their Tech came out weeks ago and informed the unit required replacement. The Tech took photos of the unit serial #'s and photos. I was then notified by Cinch that they could not replace the unit because it was located outside. Informed Cinch that is located outside to be he near the water source the well. Located under complete shelter. The unit in place I have owned for 11 Years and was maintained. I have been moved around and around to different departments and say they had the unit serviced originally on 09/14/2021 after Cinch could not locate a provider in my area. I contacted ******************* They came out serviced the unit got the unit to work. The unit failed again Jan 2022. Cinch stated they could not provide a service provider in my area. I contacted ***** Service The Tech came out on 1/24/22 Located problem it was a faulty Power Supply to the unit. Ordered a replacement for P/S paid ***** fr service call. and P/S ****** by check Tech said we would set up service call to Replace the Poweradapter. Installed on 02/9/2022. The system worked fine for awhile failed. I contacted Cinch regarding the issue. They contacted me again to Find a Service Provider. I located one in my area and they informed me that they located a service provider called Whitney ******** and Electric. Located in MI. Tech came out diagnosed needed to replace the unit. He took photos of the unit and said he would forward to Cinch and His home office. I received contact in a few days from that Cinch would not replace the water Softener because the unit was located outside. Because the well is outside. U/C.

  

  Business Response

  Date: 08/24/2022

  We are in receipt of ************** complaint and recognize the frustration of learning  a covered item does not meet the qualifications for coverage as depicted in the Agreement. It is our goal to ensure our homeowners are provided with the full benefit of their home protection plan and we have fully reviewed his claim.
  
  The technician reported the unit is located outside his home and is exposed to the elements, causing failure of the unit. ************** policy covers only mechanical failures that occur due to normal wear and tear and specifically states we will not cover any item located outside the perimeter of the main foundation of the home. His water softener does not qualify for coverage and a replacement will not be offered.
  
  We appreciate the opportunity to review his case.
  
  Respectfully,
  *********,Customer Relations
  
  
  
  IV. GENERAL EXCLUSIONS AND LIMITATIONS 1.This Agreement shall not cover any Item(s) if they are: mismatched (systems with components having capacity ratings); modified from the original manufacturer design or application; items determined to be defective by the Consumer ************************* or the manufacturer and for which either has issued, or issues, a warning or recall, or which is otherwise necessitated due to failure caused by the manufacturers improper design, use of improper materials and/or formulas,manufacturing process or any other manufacturing defect; improperly installed;or below the slab or basement floor of the home; or located outside the perimeter of the main foundation (i.e., outside the outer load bearing walls of the structure with the exception of central air conditioning unit, main electrical panel) or unless specifically covered with optional coverage purchased for items outside the main perimeter.