Complaints
This profile includes complaints for Cinch Home Services, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,668 total complaints in the last 3 years.
- 808 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/11/2022
Type: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 warranty claim for my air conditioner around mid April 2022. Cinch assigned an ** technician to my house and he appeared the next day. The ** tech was at my house for a total of 10 minutes, stating the fault with my ** was electrical and identified there was no cutoff switch for my air handler.That day I placed an additional $150 claim for electrical. I hired licensed and insured master electrician that I've utilized in the past and has been practicing his trade well over 20 years. He confirmed the wiring to the air handler was faulty and needed replacement. Cinch stated the wiring was covered but the installation of the disconnect switch was not. So to avoid any conflict with Cinch, I paid the electrician out of pocket to install the disconnect switch, and the electrician replaced the faulty wiring.It's been about 4 months since I sent in the invoice and receipts to Cinch for the electrical wiring and they have not followed through with paying the electrician. After speaking with a "Claim Specialist" on the phone they stated that I should have been refunded the first deductible and that the claim was "under reimbursement consideration which is subject to the warranty terms and conditions."Cinch also had the audacity to send me an additional $40 service call bill for the first warranty. The same warranty claim they said I should have received a refund for. They owe ******** Electrical $1034.60 for the material and service they provided, and I am due a refund of $150. I've been calling and sending emails to this company weekly for several months and am getting no response and am forwarded to voicemails with no return phone calls. What will it take for them to be held responsible for not providing the services they offered. Not only am I affected by their neglect, the hard working electrician is as well. I will be paying the electrician out of pocked and coming for Cinch for reimbursement and more!
Business Response
Date: 08/25/2022
We have received Mr. ******* complaint and regret the amount of effort he has had to put forth in resolving this matter. It is never our intention to put undue burdens on our customers, and apologize this hasnt been the straightforward, efficient process we aim to deliver. **************** is actively working with a member of our leadership team who has remained in contact with him. Currently we are awaiting additional information to process his claim. His case manager will remain in contact with him until this is resolved.
Respectfully,
****, Customer RelationsInitial Complaint
Date:08/11/2022
Type: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 have been a customer of ********************** for 4 years paying $69.99 per month and have used services 3 times. This 3rd time has been a nightmare. I have been without air conditioning for almost a month and first made contact with Cinch on 7/16/2022. The original service provider was beyond unprofessional with the technician asking my age, marital status and if I had children. I had a contractor working in one of my bathrooms the day the technician arrived and he kept asking how long that contractor would be in my home. I was so uncomfortable and he creeped me out. The technician left without fixing my HVAC. I called the service provider and asked that this technician not come back to my home. Another technician came out and did not resolve the issue. After calling Cinch at least 4 times and being on hold an average of 55 minutes each time and telling them about the unprofessional behavior of that service provider, they continued to refer/assign me back to them. I couldnt get them to understand how uncomfortable this technician made me. I asked for an alternate service provider on 8/5/2022. I was told documents would be sent via email allowing me to find my own service provider, but in the meantime I could find another provider. I would simply complete form, attach invoice and return for reimbursement. On 8/9/2022 after not receiving documents, I called back and was on hold 50 minutes. The customer ********************** agent apologized as he said I was given incorrect information and gave me an email to write to requesting an alternate service provider. I told him based on previous information, Id scheduled another service provider. 2 days later and I continue to get a auto generated response stating they will resolve ASAP while still not having air conditioning. The temp is my home has read as high as 89 degrees. I need relief quickly.Business Response
Date: 08/24/2022
We have received Ms. ****** complaint and would foremost like to express that we take the feedback shes provided regarding her experience with the service provider very seriously. It has been forwarded to the regional manager of her area for immediate follow up. Since submission of her complaint, she has been approved to utilize an out-of-network service company to resolve her claim. At the time of posting this response we have not received Ms. ****** documentation for review. On August 24th we reached out to her directly by phone, but were unsuccessful in speaking with her. We left a detailed voicemail message and sent a follow-up email to ensure she received the instructions for using an outside vendor, and to offer to review her documentation directly.
We appreciate the opportunity to address her complaint.
Respectfully,
****, Customer RelationsCustomer Answer
Date: 08/24/2022
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,
*********************Initial Complaint
Date:08/10/2022
Type: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.
From June 22 to current date of Aug 10, our dishwasher has not bee repaired and was in fact completely broken during the attempts to repair a small leak. The dishwasher is under a home warranty purchased through ****** managed by Cinch Home Services and the technicians came from ************* Service. The warranty contract says fix or repair not break and abandon. After multiple attempts to repair and ordering the same part twice Cinch says the part in question was not under the warranty. Obviously, Cinch did not know this when they ordered the part either time. Technician was not able to install and broke dishwasher when trying to install the part. Have made multiple calls to ****** Cinch and *********** Service to no avail. No attempts were made on the part of either of those parties to make the situation right. The phone number in the Cinch system is ************. The ***** contract is ********. The cost we have incurred to purchase and install another dishwasher is $1,329.10. This is the amount we request to be reimbursed.Business Response
Date: 08/24/2022
We have received the complaint from ****************** regarding the service she has received for her dishwasher. She processed the original work order on June 22nd and was assigned to ***** for a leak in the tub. Our technician attempted to repair the tub on two separate occasions but was not successful. The technician called into authorizations to report the failed attempts to replace the tub in the dishwasher. At that time, we informed the technician the tub is not a covered item under the terms of the policy. We understand this is not the usual process of a work order and should have been reported initially to authorizations to obtain correct coverage information.
We recognize there was an error on our part and will continue to honor the failure the customer is experiencing. Since There have been two unsuccessful attempts to repair the leaking tub, we have sent the dishwasher for a replacement.
We have left a voicemail and sent an email to the customer with the status and will continue to follow up until resolved.
We appreciate the opportunity to review this case and assist with a speedy resolution.
Sincerely,
****, Customer RelationsInitial Complaint
Date:08/10/2022
Type: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.
Purchased ***** home warranty Powered by Cinch on 07/25/2021 for $599.88******* or $49.99month.refrigerator stopped working on 06/21/2022 called on Cinch to repair showed up on last week of June 2022, repair man said the mother board is broken need a new part. been waiting on part ever since.spoke to manager on 07/29/2022 at 11:40am he said parts are not coming in. he had email confirmation around from the distributor. will replace refrigerator wait 3 business day. for a call with further instaurations for the replacement refrigerator. spoke to manager on 8/03/2022 at 11:50am She said the part was located and will be delivered to repair service directly est August 08,09 no later than August 10, 2022.spoke with Manager( ****** id#****** on 08/10/22 at *****am waiting on parts. will email us with any updates. would not replace refrigerator. I have been going in circles with Cinch since 06/21/2022 still don't have working refrigerator.Business Response
Date: 08/24/2022
We received ********************** response and sincerely regret that the claim process for his refrigerator was not representative of the level of service we expect our customers to receive. We appreciate the feedback he has taken the time to provide regarding his experience. Since submission of his complaint, we approved a comparable replacement refrigerator for him, or the option to receive a cash payout of equal value to his claim in lieu of the replacement offered. On August 16th, he accepted the cash payout on the unit. We confirmed the check has been cashed on August 22nd.
We appreciate the opportunity to address his complaint.
Respectfully,
****, Customer RelationsCustomer Answer
Date: 08/29/2022
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,
***********************Initial Complaint
Date:08/10/2022
Type: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.
Account # ******** Ref ********************** order: SCCQ72F96DA1 called to file a a service request on 7/11 due to AC not cooling, they sent a technician to fixed on 7/12 but I had call call again because the issue was not fixed properly, they sent a different technician on 7/14 and he ordered a straight cool split system order # *******, they said it will take 10-14days, since then he is been canceling the appointment telling me that the part has to arrive. He is hiding or lying about it. I live an ******* and I have two minor at home and the temperatures are very high. Today on 08/10 the technician called me and canceled again because he does not know what happen with the part. Thank you for you time and consideration in this matter.Business Response
Date: 08/24/2022
We have received the complaint **************** submitted in reference to the service job for his air conditioning system. Please know that we would never allow for intentional delay of any customers claim, and understand the urgency of having a working air conditioning system. His system was originally approved for repairs, however, due to the amount of time it was taking to procure the parts and taking into account the age of his unit, we ultimately approved to replace Mr. ******* air conditioning system on August 17th. Currently, we are pending verification of the status of the equipment and confirmation of the installation date.
On August 24th we spoke with **************** directly and will follow up with him to provide updates.
We appreciate the opportunity to address his complaint.
Respectfully,
****, Customer RelationsInitial Complaint
Date:08/10/2022
Type: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 purchased an appliance warranty from Cinch Home Services in January 2022.Here is the information:Attached is the information on a repair of a dishwasher. Kitchen Aid model KDTE204DBLO Serial # ******** There were two things fixed: The wheels on the lower rack were falling off and melted. The ** adjuster and Bearing Assembly broke on the top rack. Pictures show it with a substitute s**** that was put in as a stop gap measure by the owner.As you can see in the attached receipt from Upstate Appliance 1 ** adjuster $37.16 OEM Part - Manufacturer #WPW10546503 1** Bearing Assembly $64.30 Item # ******* OEM Part - Manufacturer #W11259786 4 Lower rack rollers $97.54 OEM Part - Manufacturer #WPW10195417 Labor $150 @ $150/hr Tax ***** Total: ****** I have contacted them three times about this and get the same email each time saying "Thanks for reaching out. Rest assured were working on your request and well get back to you as soon as possible."A phone call was just put on hold for over 20 minutes.I would like my repair costs reimbursed.I have contacted them three times toBusiness Response
Date: 08/24/2022
We are in receipt of Ms.*********** ********** and sincerely regret the amount of time it has taken to get a response on the service request for her dishwasher. We have fully reviewed her claim and our records indicate that we provided her the option to use a service company of her choice due to limited availability within our network. In this instance, it would require her documentation from her service company to consider reimbursement for any covered work completed. We have no records on file that this was received for review.
As with any home warranty,coverage is detailed in the agreement and there are some items and conditions which may not qualify for coverage. The warranty covers mechanical failures due to normal wear and tear, and in this instance, the parts she outlined in her complaint are considered structural components which are not addressed.We called her on August 23rd to obtain her documents for further review. We received a recording that it is a non-working number and sent her email correspondence requesting this information. It is our goal to ensure each of our customers receive the full benefit of their home protection plan, and we will respond accordingly once this information has been received.
We appreciate the opportunity to review her complaint.
Respectfully,
******, Customer RelationsInitial Complaint
Date:08/09/2022
Type: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 received a letter my yearly contract was up and to cancel before 6/19/22 or keep the service. I chose to cancel because I've been with them for several years and their service gets worse and worse. There is NEVER anyone able to service my area. I called weeks before to cancel. On 6/20/22 I get charged the monthly $34.95 fee even though I had cancelled. I call them up and they say that was the last payment. Payment for what? I have no service with them. I ask for a manager and they tell me one will call ***** hours. Nobody calls. I call a week or so later and get an agent who has the manager there with them. The manager tells the agent I would be refunded. I wait. Nothing. I send an email with my issue through their website. A week later. Nothing. I call again (4th time contacting them) and there is no manager available for me to talk with. They will contact me ***** later. I'm getting the run around and being lied to. I want my $34.95 back that you charged me weeks AFTER I cancelled my contract!Business Response
Date: 08/23/2022
We have received Ms. ****** complaint and after review it has been determined that ************* was charged $34.95 on June 20th which was the last payment charged to her credit card as she requested the warranty not be renewed. On July 6th ************** called membership services and was advised the last payment was charged on June 20th and the warranty will not be renewed and she will not be billed after this.
On August 23rd we spoke with her directly, and appreciate the opportunity to address her complaint.
Respectfully,
*****, Customer RelationsInitial Complaint
Date:08/09/2022
Type: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 have had a home warranty for the past 12 years with this company. It was originally purchased by the previous homeowner and was included with the home purchase since the **** and other systems were original to the house and almost 20 years old at the time. I maintained the warranty for the next 12 years. My air conditioner stopped working, and I contacted them to have a technician come out. He identified the compressor needs to be replaced and suggested that the system be replaced. He called it in, and the Cinch representative called me and denied paying for a new system, the reason that the inside unit and outside unit were different ton capacities. I reviewed my contract, and it states, "We cover two centrally ducted air conditioning systems, each with a maximum of five-ton capacity." This statement directly means that the 2 units can be different sizes as long as either is 5 tons or less. My two units were 2 1/2 and 3 tons. I called back and the next representative told me the reason for denial is that the units were mismatched. I argued that you can't make the assumption the units are mismatched because they are different sizes since your own contract states they can be. I also argued the technician and the first customer rep did not cite the reason for breakdown or denial respectively was mismatched units. The units are original to the house and were both in place when the warranty was purchased and not mismatched simply because they are different sizes. They then said to dispute this I need to get another contractor in to diagnose my issue since I am disputing the diagnosis. I am not disputing the technician's diagnosis, I am disputing Cinch's refusal to pay.Business Response
Date: 08/23/2022
We are in receipt of Ms. ********** complaint and recognize the claim for her HVAC system has left her frustrated. We aim to provide a hassle-free claim process and in this instance we did not deliver. Our records indicate a member of our leadership team has communicated with ********************** and has overturned our original claim decision and approved the replacement of her HVAC system. The equipment has been ordered and ********************* is currently awaiting installation of the equipment. Her case manager will remain in contact with her until the claim is fully resolved.
We appreciate the opportunity to review her case.
Sincerely,
*********, Customer RelationsCustomer Answer
Date: 08/23/2022
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. The **** was installed today 8/23/2022. Thank you.
Sincerely,
*****************************Initial Complaint
Date:08/09/2022
Type: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.
Way too much to type, purchased home, with home warranty (cinch), in April 2022, moved in end of May 2022, plumbing went out, put in request, 2 weeks later, (could not use water AT ALL IN HOUSE), still nothing, called 4x, hung up on twice, everyone I spoke to very broken English, and I dont speak Spanish so extremely difficult to understand the issue, finally got someone that said they had no providers in our area, wed have to secure our own. $1500 later, had to call back, took another week to get someone to give me info how to get reimbursed, sent that in on 6/27/2022, EXACTLY LIKE THE INSTRUCTIONS STATED, its now 8/9/2022, called today to follow up, still on hold over 2 hours later, and the person does not understand me.Issue 2 called because a receptacle was out, another $110, 2 weeks later, no one in your area, pay yourself and get reimbursed, fixed it myself Issue 3, (yes, 3 things went south the first 30 days I bought this money pit), A/C went out, ding, another $110, guess what, no one in your area, find your own, get reimbursed. It was something simple, cost less than $100 to fix, Ive asked for refunds of these $110 service charges, as cinch performed ZERO SERVICE, cant seem to get customer ********************** reps to understand this All in all, not an exaggeration, Ive logged it, Ive spent, as of right now, **** HOURS on the phone, I truly believe this warranty service to be a complete scam. Id love a resolution but I dont think there is one to be had!!Business Response
Date: 08/23/2022
We have received and reviewed the complaint submitted by ************** His complaint was on three work orders that were processed for his waste line, receptacle, and the air conditioner. We regret that ************** did not experience satisfactory customer ********************** while also experiencing failures in his home.
The waste line work order was processed, and we approved for ************** to use an out-of-network provider and emailed him the instructions. The invoice he submitted was reviewed and the failure was evaluated and determined to be non-covered failure under the terms of the policy. The waste line had root invasion and two cleanouts were installed. The warranty does not cover the installation of cleanouts nor plumbing issues due to root invasion and this was communicated to the customer.
************** also processed a work order for his air conditioner and an electrical receptacle. He was again approved to utilize an out-of-network provider on both work orders due to lack of availability with service partners in his direct area that would service these types of failures. Rather than utilize this process, ************** made the decision to cancel both work orders a proceed to have the repairs completed outside of his agreement.
We have refunded all three deductibles that ************** was charged and apologize for any inconvenience or customer ********************** issues he experienced. We are working to resolve the longer than usual hold times during the summer months and ensuring consistent and helpful customer ********************** with our agents.
We appreciate the opportunity to address Mr. ****** concerns.
Sincerely,
****, Customer RelationsInitial Complaint
Date:08/09/2022
Type: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 filed a claim about my air conditioner on 6/30/2022. I was told that my claim would be handled as an emergency since we were having high heat and humidity. I was also told that a repair person couldnt come look at my unit until 7/13/2022. I spoke to the repair person on 7/7/2022. I explained what was going on with the unit. ****** Heating was the service provider. He asked me to send him pictures of the unit and of the coil for my furnace. I sent them. **************** stated that the air conditioner needed to be replaced along with the coil for the furnace. On July 12, I got an email from Total Protect-Cinch Home Services- stating that the claim was approved and that parts were ordered. On 8/1, I received a text stating that the parts were shipped and to wait 3-5 days to speak to the service technician to schedule work. I spoke with the service tech on 8/8 and he said that he only received the coil. I called Cinch today and waited for 1 hour and 13 minutes and was disconnected. I called back and waited for 58 minutes before anyone answered. I spoke to an agent (I couldnt understand his name). He told me the parts were shipped on 7/12. I told him that they were ordered 7/12 and I wanted to know when they were shipped. He said he didnt know. I asked to speak to a supervisor. I waited another 30 minutes. The supervisor , *************************, said that she was sending the claim to research to try to find a resolution. It would take at least 48 hours. I asked her to call me back but she said she couldnt. I would receive an email or I could call again. I think this is terrible customer **********************. Plus it has been almost 6 weeks since we havent had our air conditioning. I would just like some help trying to get this matter resolved since I pay my premiums to this company every month.Business Response
Date: 08/23/2022
We have received Ms. **** complaint and apologize for the delay in having her air conditioner replaced. The technician went out and advised the condensing unit and evaporator coil needed to be replaced. The order was placed and the technician received the condensing unit but not the evaporator coil as there was a delay in obtaining one through our primary distributor. We asked the technician if he could supply the evaporator coil instead, in order to expedite, and he advised he could so we approved this option. The provider confirmed the equipment was installed on August 12th.
On August 12th we spoke with Ms. *** directly,and confirmed the equipment was installed and is working as it should.
We appreciate the opportunity to address her complaint.
Respectfully,
*****, Customer Relations
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