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

  
• 

  Cross Country Home Services

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

• 

  Homesure of America

  648 Grassmere Park Nashville, TN 37211-3663

• 

  HMS HOME WARRANTY

  PO Box 843956 Dallas, TX 75284

• 

  Cinch Home Services, Inc.

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

  

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:08/09/2022

  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 contacted the warrant company regarding my outside a/c unit. It threw the breaker every time you turned it on. They choose who to send out. They sent a man in an unmarked truck without anything to identify him with his company. This man told me on the phone when I made the appointment (after he looked up my address and commented on how nice my house was!) that my unit would have to be replaced. He literally "looked" at my unit to get info to replace when he came out. He never physically touched the unit. I contacted the warranty company and told them what happened. The girl told me I had the option to call out my own repairman so I did. I called the warranty company and told them I had my own person (reputable company) coming out and gave them the date. The company I called came out and took apart the outside unit. He couldn't find anything wrong with it so he put it back together and it worked. He said it could have been something as small as a bug getting into the wiring and causing it to lose connection. He charged me $60 for the service call. I had already paid $100 for the warranty service call. I called the warranty company and told them what happened with the unit and asked to be reimbursed. They gave me the email ********************************************************** to submit my receipt to and ask for reimbursement. I did exactly as they asked (every step of the way!) and they are refusing to reimburse me for either the $100 or the $60 because they say it wasn't authorized for me to call my own repairman (??? I'm not sure how much more authorization I could have got). They are telling me that I'm approved for almost $1200 if I want my unit replaced (which is unnecessary) but they won't pay me back the $60 I paid to get it repaired correctly AND saved them thousands of dollars. Besides the fact that this doesn't make good business sense, it's completely illogical. I just want my $100 or $60 back and I want the company that tried to scam them removed from their service providers.

  

  Business Response

  Date: 08/23/2022

  We have received Mrs. ******* complaint and regret that the claim for her HVAC system has left her frustrated. We aim to provide a simple, straightforward claim process and in this case we did not meet our objective.
  Our records indicate the technician found that Mrs. ******* compressor shorted and the evaporator coil was leaking and recommended replacement of the entire system. We approved the replacement of the system, however, ***************** advised us she had her own provider out that determined there was no mechanical failure with the unit and the system is working as intended at this time. Her policy specifically states we are not liable for any costs incurred without our prior consent and Mrs. ******* request to be compensated for the service call fee paid to her provider was not able to be reimbursed. After further review of the specific circumstances surrounding her complaint, we agreed to reimburse the deductible she paid and the funds will be credited back to the card on file in 3 to 5 business days.
  We reached out to ***************** on August 23rd to address her concerns but were unsuccessful in speaking with her. A detailed voicemail message was left for her with our direct contact information should she wish to follow up with us directly. We will make another attempt to speak with her to ensure her concerns are addressed.
  
  Sincerely,
  *********,Customer Relations 

  Customer Answer

  Date: 08/30/2022

   
  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:08/09/2022

  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.

  On May 20, 2022 I called my Home Owner H**36363332313030H company Cinch on **************. I complained that my Air Conditioner in my house is not working. They sent me a provider to come and fix it on 5/28/22. The provider could not fix it and told me that he will send his report to the H31**303835363538**38H company. I did not get any response from Cinch for almost a month. So I called to check on the status of my claim. The representative that attended to me told me that the research department is doing research about replacing my furnace because that is the cause of the problem. She said they will contact me as soon as everything is concluded. After waiting until the middle of July, I contacted Cinch again and I was told that they have reassigned my claim to the same provider that came out to check it before. But when I contacted the provider, they told me that Cinch H31**303835363538**38H company told them that they sent me a check for $****** to replace the furnace. The provider told me that the amount they sent me is way too low for the job. They said it will cost about $6000.00 to replace the furnace. So if they come to do the job, I will have to pay them both part and labor out of pocket. I contacted Cinch again and they told me they have sent me a claim credit check for $****** that will cover part and labor to replace the furnace. I told the representative that I don&#**;t want a check, I want my furnace to be replaced. I will return the check to them because it is not enough to replace the furnace. She told me that giving me claim credit of (****** is their final decision. I told her that usually, I should have the option of accepting their offer before a decision is made. She said their decision was based on the amount it would have cost them to replace the furnace in 2019. I reminded her that my furnace was never replaced in 2019. The provider they sent to replace it never showed up. When I called Cinch to complain that the provider did not show up. They sent another provider who fixed the furnace and it started working. So the H31**303835363538**38H company told me at that time that, once the provider they sent was able to fix it, they will not replace it. Now my furnace broke and they cannot fix it but they are refusing to replace it. I need your assistance to deal with this company. I have the check they sent me, I did not cash it. I do not need a check from them, I need them to honor their contract and replace my furnace. Their contact says, if they cannot fix the equipment, they will replace it.

  Customer Answer

  Date: 08/12/2022

  The temperature has been very hot and  my family and I have been staying in my house without A/C since May.  

  I cannot believe this company can do this to me after I have been their customer since 1999.  I have been with them for 23 years and the furnace has been having problems since then but they always send technicians to fix it.  Now that it cannot be fixed, they are refusing to replace it as they promised.  I have the check for $909.00 they sent to me and I am ready to mail it back to them.  I just need the company to send a provider to replace my furnace. The check they sent me is not enough to replace the furnace.  The provider said it will cost about $6000.00 to replace the furnace.  So it will be appreciated if they can replace my furnace.
  

  

  Business Response

  Date: 08/19/2022

  We are in receipt of Mr. ********* complaint. We have reviewed the service request for his air conditioner in its entirety to ensure he is receiving the full benefit of his home protection plan and recognize we did not make the correct decision on his claim. During our review we found inconsistencies on our behalf and will use this as an opportunity for improvement.
  
  We spoke with him directly to address his concerns and have made the decision to move forward with a furnace replacement. We are currently working to finalize his claim and we will remain in contact with ******************** to ensure this is resolved as quickly as possible from this point forward.
  
  We appreciate the opportunity to make things right.
  
  Respectfully,
  ******, Customer Relations  

• Initial Complaint

  Date:08/09/2022

  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.

  The company (Cinch) left my family for over a week without gas access for our new home and proceeded to reject the claim despite us using their required contractor. We moved into our home on 7/15/22 and several days after taking ownership noticed a gas smell in the basement. **** confirmed multiple leaks in the pipe fittings. The claim was rejected on the basis that Cinch says this was a pre-existing condition. However the first page of their materials claims "We will cover an unknown pre-existing Mechanical Failure provided the failure could not have been detected by Visual Inspection or Simple Mechanical Test." I then provided 2 detailed inspection reports to show that the inspector did not detect the issue and I did not detect it upon our walkthrough. The company then claimed that the inspection was greater than 60 days prior to move in which is a policy not disclosed.We went with a premium policy and feel that citing Your warranty also includes coverage for unknown pre-existing conditions. is a misleading claim given our experience. Further supporting documentation includes:-Page 3 states that coverage begins Effective on the date of closing for the Covered Property-Page 8 clearly states leaks and breaks of water, drain, gas under items covered -No stipulation on pages 11 General Exclusions and Limitations on when buyers inspections must be within 60 days of close in order for the contract to be considered a valid Inspection As a result we are out of pocket for $3,440 despite a premium policy which claims to cover issues that I nor the inspectors knew about.

  

  Business Response

  Date: 08/23/2022

  We have received Mr. ********* complaint and understand that it is upsetting to learn a claim does not qualify for coverage. We take these decisions very seriously as we recognize the real-life impact it has on our homeowners. We have taken another look into his claim and based on the fact that the home inspection report reflects that the gas lines were in proper operating condition, and in conjunction with the information provided by his energy company, we have made the decision to reverse the complete denial. This claim is under further review to determine full coverage. On August 23rd we spoke to ******************** directly to let him know about our decision reversal, and that once we have obtained some additional information from the service provider we will follow up with him directly.
  
  We regret the frustration he has experienced and appreciate the opportunity to work with him to resolve this matter.
  
  Respectfully,
  ****, Customer Relations

  Customer Answer

  Date: 09/02/2022

   
  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:08/09/2022

  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.

  On Aug 6 2022 at approx 7pm I made my initial call to Cinch for a service call on my HVAC system which wasnt working. After approx 2 hours on hold, my call was finally answered by ******. As I reported my issue & tried to log a service call, ****** told me she couldnt place service call because she was "getting an error" with my address. I said its 98 degrees where I live, temp in house is 88, I have son with med condition, I have asthma. After going back & forth for 30 mins she told me "call back Monday." I said we have med conditions! Sorry. call back Monday. I call back Sun morning & new rep had no trouble placing service call but advised me they couldnt find anyone local to do the ******** case would be sent to another **** to find me a company to do the work (***** hours). Again I explained med conditions so he said he would "escalate" my case. I called back again Sunday night (1.5 hours on hold) to see if they found a company & again I was told not yet. I said my house is 88 degrees, temp outside is 99-I cant afford ********** cant live like this. I pay a good amount every month for a service they arent providing - like pulling teeth to get service. I was told "someone will call you." Called again Monday morning (on hold for 1 hour) & got a rep who said I'd get a call. Got a call Mon afternoon-they found a company & for me to call them. Lady at company didnt speak english & said couldnt come until Thurs (4 days away). I called back Cinch (on hold for **** hours) & got a lady who said she would get me approval to go out of network since their company couldnt come for 4 days. On hold for 3 HOURS! Finally got "Vee" in Escalations who gave me out of network permission. I asked for email confirmation so I didnt get stuck or screwed for using my own! She said no worries. call my own vendor for repairs that I was approved and email conf would follow. I DID NOT GET ANY EMAIL and when i look online my my case is CLOSED & $100 ded refunded. I NEED HELP!

  

  Business Response

  Date: 08/22/2022

  We have received ************** complaint and apologize for the delay in assigning a service provider for her air conditioner claim.  On August 7th a claim was placed on the air conditioner and an attempt was made to assign a service provider in the area. Since we did not have a service partner we could assign in a timely manner, instructions were emailed to ************ explaining the process for using her own local service provider in order to expedite service.  On August 8th she cancelled the claim and her $100.00 deductible was refunded to her credit card.
  
  On August 22nd we called ************ and received her voicemail and left a detailed message which contains our contact information should she wish to reach us directly.
  
  Respectfully,
  *****, Customer Relations 

  Customer Answer

  Date: 08/24/2022

   
  Complaint: 17692303
  
  I am rejecting this response because:

  I NEVER received the confirmation email from cinch that allowed me to use my own contractor even though they said I would receive that email  upon logging into my online account to see if the email was there, I found my service claim had been closed rather than approved for my own vendor hence prompting me to contact BBB  
  ******************* from cinch called me on Tuesday August 23 and promised me that I would be reimbursed the money I put out of pocket for my own vendor on Aug 8&9 in the amount of $560 (out of pocket expense was $660 but I have a $100 deductible which *********** said they would deduct from my out of pocket) through the Zelle money app deposited directly into my account BUT I NEVER RECEIVED THAT REIMBURSEMENT DEPOSIT into my Zelle account  as of today, Aug 24th  It seems i was lied to again   

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

  

  Business Response

  Date: 09/09/2022

  We have received ************** response. The disclosure she was read prior to having the electronic payment processed advises to allow one to three business days to receive payment. At the time of her recent response, it had only been one business day. Our records show that the deposit was successfully made on August 25th. We sent ************ a follow-up email since weve been unsuccessful in reaching her by phone.
  
  Respectfully,
  *****, Customer Relations 

• Initial Complaint

  Date:08/09/2022

  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.

  2 Claims 1) My refrigeratorstoppedworking properly on April 25th. Someone from ***** repair came out about one week later. They diagnosedthe problemand ordered the replacement part. After the part came in, ***** scheduled an appointment, cancelled and then scheduledanother appointment. After they replaced the part, it is still not working. ***** has since cancelled 3 more appointments, each on the day of service. I asked for another service provider and was advised ***** had the exclusive contract. Was advised that my concern would be reported to others to resolve. I have not been contacted. It has been almost 4 months without a properlyworking refrigerator.2) In July our air conditioner stopped working. ***** tech scheduled for 7/22. Misdiagnosed the problem. He never entered my home to check the system, stated that the coil was dirty. Charged me an additional $49.99 to clean and left. Returned on 8/3 and advised the system needs replaced. Stated I should hear from Total Protct (Cinch) within 48 hours. No contact to date. Temperature has been in the low 90"s

  

  Business Response

  Date: 08/22/2022

  We have received the complaint submitted by ****************** regarding his refrigerator and air conditioner.  We regret to hear that his claim experience did not go as expected.  Our goal is to provide a smooth claim process and repair or replace a customers covered item within a timely manner. We recognize in this instance we did not meet our goal.
  
  ****************** has been approved and accepted a replacement refrigerator.  It is currently estimated to arrive on August 26th to the delivery company.  Once received by the delivery company they will contact him to schedule a mutually agreeable appointment for installation.
  
  The work order processed for Mr. ******** air conditioner has been completed.  We replaced his evaporator coil and the condensing unit and it is reportedly working as it should.
  
  We will continue to follow up on the delivery of the replacement refrigerator until completed.  We appreciate the opportunity to assist him in completing his claims.
  
  We appreciate the opportunity to answer his complaint.
  
  Sincerely,
  ****, Customer Relations

• Initial Complaint

  Date:08/08/2022

  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.

  On 7/22/22 our AC stopped working. I submitted a request through the Cinch Home Service website (SCQ72FDA789) for AC repair that same evening and paid the $160 deductible. I was assigned to a company (*****) and called for an appt, but they said that they wouldn't have an available appointment for two weeks. The next day (Saturday, 8/23), I was assigned another company (Middleton) that told me it would take several days to come to the house. We are living in Phoenix, and the temperatures at that time were reaching 115 degrees. I tried to call Cinch's customer ********************** line and spent several hours on the line, but could not get through. With the temperatures in the house reaching high levels, we decided to cancel the service request and call an outside company that came out and fixed it the same day (Saturday 7/23). It was a faulty Electric Phase Shifter, and the total cost was $275. Although we cancelled the service request the same day, we were still charged the deductible ($150 plus $10 service fee). It has not been credited back to our credit card as of today (8/8). We received an email indicating that the request was cancelled. When I cancelled the request on the Cinch website, a message said that the money would be returned in 5-7 days.I am requesting that the BBB contact Cinch Home Services in order to return our deductible of $160 for service that was never provided.

  

  Business Response

  Date: 08/22/2022

  We are in receipt of ****************** complaint and apologize for the delays he experienced during the claim for his air conditioning system.We recognize the urgency of having adequate cooling in the home and regret any inconvenience caused. Since submission of his complaint, we have refunded the fee **************** paid for service on his claim and it was refunded back to the card it was paid from on August 9th.  On August 22nd we reached out to him, and he confirmed it has since been received.
  
  We appreciate the opportunity to address his complaint.
  
  Sincerely,
  ****, Customer Relations

  Customer 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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/08/2022

  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 Home Services provides a Home Warranty for my house. The "Buyer Direct" one year policy expires 8/16/2022. On 6/21/22 I requested service which was provided because the coil and compressor were freezing and not cooling. The blower motor was replaced. The problem was resolved temporarily and on 7/22, I made another request for service. A different provider was sent, whose first language was not English. This provider advised that the ** coil was leaking Freon and could not be fixed. Additionally, the provider verbally advised they do not do quotes for replacement on "dual zone systems". Cinch responded on 7/27 advising that "the technician reported that failure is in the zone management system". This not correct and I believe is a misunderstanding of the technician who speaks poor English.I retained a second provider, PIPCO, at my expense who confirmed that the cause of the failure is a leaking coil. Additionally, the PIPCO technician confirmed that I do not have a dual zone system. There is a dual zone controller, present, but it is not connected and there are no baffles. While there are two thermostats, they both control the whole house. Thus, the zone management system cannot be the problem, as Cinch alleges, because the zone controller has never been connected to the system while I have owned the house and the warranty has been in effect. The stated reason for their denial is factually incorrect.I contacted Cinch via their website on 8/4 and advised they have made their decision based on faulty information, but they have not responded. Their email denial provides no mechanism for response or contact and their phone hold time is measured in hours. They promised a 24hr response to online inquiries but have not responded.If no response here I will file in small claims court according to the terms of the warranty.

  

  Business Response

  Date: 08/22/2022

  We are in receipt of Mr. ******** complaint. Our purpose is to be there for our customers in their time of need, and we have fully reviewed the service request for his air conditioner to ensure he is receiving the full benefit of his home protection plan.
  
  ****************** has submitted supporting documents to dispute the decision made on his claim, and we have overturned our original claim decision based on this information. We called him on August 22nd to establish a line of communication with him and work towards an amicable resolution. We were unsuccessful in speaking with him and left him a voicemail message. We will make another attempt to reach him to ensure his concerns are addressed as quickly as possible from this point forward.
  
  We appreciate the opportunity to make things right.
  
  Respectfully,
  ******, Customer Relations 

• Initial Complaint

  Date:08/08/2022

  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.

  Filed claim for our air conditioner on 10/25/2021. Within days I was notified there was no provider in our area. Their claim is that they do service our area they do not so it is false advertising, I was told it was my job to find a provider or the claim will just sit idle. I found a provider, I shopped around and found the a very good quote on ac replacement which is what was needed. All estimates where ***** thousand I found one for ********. They don't want to pay up front so we do because we are desperate for ac. Now that we have it fixed every time we submitted the invoice they would say they needed more information until they finally sent an offer. It is half of what we paid and we were without a working air conditioner for 6 months, and they don't even consider we had to take out a loan to pay for it. If we had the money upfront why would we need a home warranty. Tired of being in a financial bind over this. They need to pay the full amount.

  

  Business Response

  Date: 08/22/2022

  We are in receipt of Ms.********** ********** We have reviewed the service request for her air conditioner in its entirety to ensure she is receiving the full benefit of her home protection plan. During our review we found opportunities for better communication on our behalf and will use this as an opportunity for improvement.
  
  The cash buyout offered to her was based on the terms of her agreement. However, we made the decision to provide further consideration based on her specific situation, and offer her an additional allowance as a good faith gesture. Her payment has been processed and she should receive the payment no later than August 26th.
  
  We appreciate the opportunity to address her concerns.
  
  Respectfully,
  ****, Customer Relations  

• Initial Complaint

  Date:08/08/2022

  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.

  Refer to attached PDF with Cinch Warranty info & attached word-document with 7/22/22 to 8/5/22 emails for more details on needed toilet replacement. The Claim# SCCQ72FC9295-1 is now # SCCQ72FC9295-6 because of the ****************** reassignments over the past 21 days. 7/18 & 7/19 I left my phone#, Cinch never called back. 7/20 assigned ******************* Plumbing (46 miles away), I left *** voice messages & no call back. 7/25 reassigned to ************************** (113 miles away) & then this reassignment was cancelled due to distance. 7/27 ** from Cinch called & said since they have No in-network LOCAL Provider on list, he'll request that Cinch gives approval for me to find a LOCAL out-of-network ********************************* will reimburse me the cost; but Cinch did not follow-up or contact me. 8/4 I called ***************************** reassigned ******* Plumbing (31 miles away), I left voice messages 8/4 & 8/5 and as of 4:00pm today 8/8 - no call back. My family has been 21 days without this toilet working and this has created a sanitary issue in my home because Cinch does not have responsible Service Providers in my area and Cinch does not follow through on completing work assignments in a reasonable time period.

  Customer Answer

  Date: 08/19/2022

  On 8/11/22 plumbers from ******************************* were sent to my home under the Cinch/TotalProtect Home Warranty Plan I have in place. They repaired my leaking toilet using a bowl kit, replacing the flush valve and the fill valve.

  
  

  Since the 8/11/22 repair, the toilet stopped leaking and there have been no problems.

  
  

  I appreciate your understanding of my urgency in this matter and thank you for helping me with the Cinch/TotalProtect Home Warranty Claim# SCCQ72FC9295-7.

• Initial Complaint

  Date:08/08/2022

  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 took out a warranty with ***** Home Warranty under HomeSure Services and have been trying to cancel my Contract #******** for over a week. I have been transferred numerous times only to be put on hold and disconnected. I finally spoke to a person who advised my to send an email to ********************** I have not received a response. I will be contacting my credit card company to dispute any incurring monthly charges.

  

  Business Response

  Date: 08/22/2022

  We have received Ms. ******* complaint and regret the amount of effort she has put forth to resolve this matter. Our records indicate that since the submission of her complaint, her policy has been cancelled and a refund has been processed for the premium payment that was paid. There will be no further billing on her account.
  
  We appreciate the opportunity to review her case and regret to have lost her as a customer.
  
  Respectfully,
  *********, Customer Relations

  Customer 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.
  
  Sincerely,
  
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