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

  
• 

  Cinch Home Services, Inc.

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

  
• 

  HMS Home Warranty

  2650 Fountainview #200 Houston, TX 77057

• 

  Homesure of America

  648 Grassmere Park Nashville, TN 37211-3663

• 

  Cross Country Home Services

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

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date: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 opened a claim for my microwave with my warranty company ****** Home Warranty powered by Cinch) on 7/5/2022. The microwave was blowing a fuse immediately every time we hit start. My electrician came out to look at it first & indicated that the microwave needed to be replaced. At that time is when I opened a claim with ****** I paid my $75 deductible. The job was assigned to RUSH appliance. I made an appointment for Thurs 7/7/22 for the service provider to come out to diagnose the problem. He never showed. I called back & the appointment was rescheduled for Fri 7/8/22. The RUSH service provider came out, heard my issue, and took pictures of the inside of the microwave (serial & model #s, etc) He said he would give his report to ********* would hear from ****** He indicated verbally that the unit would need replacement. Days went by & I heard nothing. I called both ***** & RUSH multiple times & was on hold for VERY LONG times before I had to hang up. RUSH answered on Tues 7/12/22 & said they were still waiting for the service provider report. On Fri 7/15/22, I called RUSH again. They said a part was ordered. On Mon 7/18/22, I called RUSH again. They said they had to pick up the microwave to repair it, which they did on Tues 7/19/22. I called RUSH again on Thurs 7/21/22. They said the part just came in & the unit would be fixed over the weekend. Then I'd have it back by Tues 7/26/22. It's now Fri 7/29/22, and no communication from RUSH or ****** I just called ***** on Fri 7/29/22. They said my problem has been "escalated" & they are waiting for a response from the service provider.This has been going on for over 3 weeks. ***** needs to replace the microwave. I don't know why RUSH has had my microwave in their shop for a week & a half and have done nothing with it. I will be canceling my home appliance warranty with **********'s been nothing but a headache any time I have to use it, yet my ********************** are collected immediately.

  

  Business Response

  Date: 08/19/2022

  We received **************** complaint and regret the amount of effort she put forth trying to resolve her microwave claim. Please know, we intend to offer efficient repairs to covered items and it is always our goal to repair our customers appliance on the first appointment when possible. In this instance, multiple repairs were attempted prior to making the decision to replace her microwave. Our records indicate that we have since offered her either a comparable replacement microwave or a cash allowance based on our cost to deliver and install the unit we offered her. She chose to accept the cash allowance and her check was sent to her on August 15th. She should receive it no later than August 25th.
  
  In an effort to acknowledge the inconvenience **************** experienced, we also refunded the fee she paid for service on her microwave. This will be returned to the card it was paid from within 3 to 5 business days.
  
  We appreciate the opportunity to answer her complaint.
  
  Respectfully,
  ******, Customer Relations

  Customer Answer

  Date: 08/20/2022

   
  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:08/07/2022

  Type:Product 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 have been with Total Protect for some yrs and now name change to Cinche Services. I either mail in my payment or pay over the phone monthly. Each time I make a pymt, I specifically advise the rep this is a 1 time pymt. Since 8/7/20 up until 8/22, this company has withdrawn $ out of my acct at least 2xs. The 1st time, I complained 10/1/20, I spoke w/ ***** & she removed my card info off file due that I call I mthly by end of mth. Since funds posted, I let that mth go. But as of 8/1/22 , spk with ********** reset the plan 8/4/22 they took $611.88 out of my account for an annual fee w/out my permission. The funds did not clear because there was no $ in my acct. Later that week 8/4 22, they tried again and the $ was there. I called them agian & spoke w/ **** 8/4/22 & he said , he created a ticket for a refund . I spoke w/ my *********** stated they have me set up on occuring automatic withdrawal payments of $49.99 a mth, which I never approved. Being that I call in mthly, obviously they saved my card info on file but that doesn't mean to run a pymt when you feel like it knowing I call eac mth by end of mth w/ my pymt. On 8/5/22, I spoke w/ *****, which was RUDE...He stated a ticket was already placed. He then told me I would only get back $561 & not $611.88 of which they deducted w/out my permission due that they gonna keep $50.88 for Aug pymt. I advise I I'd not give you permission to do that. This is the reason why I don't set up automatic pymts for companies like this that do what they want to do. I asked to speak w/ a mgr & of course 1 is not avail. I asked for mgr name. He didn't know. I asked for a callback from a mgr 2xs & still no call. Everytime you only spk w/a Spanish rep that you barely understand. I just want my $611.88 put back in my acct ASAP. I shouldn't have to wait days. I have filed a report with my bank against this unauthorized transaction. Now my other bills ate messed up for there mistake. Just give me my $611.88 back pls.

  

  Business Response

  Date: 08/19/2022

  We received ************ complaint and sincerely apologize for the billing issue which occurred and the amount of effort she put forth trying to obtain a refund. We will ensure that proper coaching and feedback is provided to any agents involved with the error to ensure this will not happen on any future transactions. Our records show that the payment was taken on August 1st and was reversed on August 9th. Regretfully, due to this situation, ****************** made the decision to discontinue her agreement and has cancelled her warranty plan. We are sorry to have lost her as a customer.
  
  Respectfully,
  ******, Customer Relations

  Customer Answer

  Date: 08/20/2022

   
  Better Business Bureau:
  
  I have received my funds back into my account that was debit without my permission.  I reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will no longer be dealing with this company in the future. Thank you BBB.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/07/2022

  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 called this company to schedule a repair for my refrigerator and when the appointment day came the tech from the company never came, called, or even answered any of my messages or calls. I had paid a $75 fee for the service call which never happened and I called back to cancel the service call and asked for my money back. They said I would receive it in 3-5 business days. The 5th day was last week. I have called them a total of 5 times inquiring about my $75 being returned and each time I talk to someone different who tells me something different. The last woman I spoke with told me that my refund was never even processed in the system and that she would have to manually do it herself. I waited on hold for 10 minutes and she hung up on me. Im tired of this company taking my $53 every month for nothing and when I need something I still have to pay more money and then they dont even show up anyway. Then they wont even give me back the extra money I had to pay them. I just want my $75 back and to be able to cancel the service contract free of charge. This companys business practices are horribly subpar.

  

  Business Response

  Date: 08/19/2022

  We received Ms. ******** complaint and sincerely regret the amount of effort she put forth trying to obtain a refund of the service call fee she paid for the cancelled refrigerator claim. Our system is set up to refund this fee in the situation where the claim is cancelled prior to receiving service, and we regret that this did not happen on Ms. ******** claim. Our records indicate that her deductible was refunded manually on August 8th. We reached out to her on August 19th to verify she has received the payment but we were unsuccessful in reaching her. A detailed voicemail message was left for her with our direct contact information should she wish to reach out to us directly.
  
  
  We appreciate the opportunity to answer her complaint.
  
  Sincerely,
  *********, Customer Relations 

• Initial Complaint

  Date:08/07/2022

  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 am a Senior Citizen with under lying ***** conditions and two of my grandchildren that live in my home have ******. The ** in my home has not been working for nearly two weeks. I contacted Cinch regarding the issues with the Air Conditioning on Monday, July 25, 2022. The Service Provider came out to my home, and I was told that the entire Unit needed to be replaced. The service provider contacted me on Friday Jul 29, 2022, in the afternoon., he told me that I needed to pay $1,580.00 before he could set up an appointment to restore the Air Conditioning. I told him that I needed to contact the Home Warranty company to discuss the charges. It is not common that a Service Provider request a direct payment from a Home Warranty Customer.On Saturday, July 30, 2022, I attempted to contact Cinch regarding the payment that the service provider was requesting, unfortunately I was not able to speak with anyone. I stayed on the phone holding for a Cinch Agent for 4 hours. I became tried and discussed, I decided to disconnect the call. Finally, on Sunday August 1, 2022, in the afternoon after waiting on the phone on hold for over an hour I spoke with a Customer ********************** Agent ******** She explained the charges. There were differences in the price that the Service provider quoted, and the amount Cinch quoted. The Cinch Agent gave me the line by line break down; the price came to $1,420.00. The Customer ********************** Agent told me that if the Service Provider continued to request $1,580.00 that I should contact Cinch. I spoke with the service provider on Monday, August 1, 2022, (Winners Mechanical, TJ was the Technician), he insisted that I needed to make the payment for $1,580.00. I asked him to give me the break down of the cost. He told me to contact Cinch. He also told me that he might have to remove a wall to do the work and that Cinch was paying $5,000.00 for the replacement of the Unit. Cinch told me that they were going to pay $1,768.00 towards my **. Needless t

  

  Business Response

  Date: 08/19/2022

  We are in receipt of Ms. ********* complaint and apologize for the delay and frustration she experienced awaiting resolution of her air conditioning claim. We aim to provide a straightforward claim experience 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 non-covered charges which may have alleviated some of the delay she experienced. Due to the discrepancy in the out-of-pocket costs, ******************** chose to accept the cash equivalent of the claim and her payment was processed. The check was mailed on August 11th and is expected to arrive within 7 to 10 business days.
  
  We spoke with ******************** on August 19th and provided her with this update. We are committed to following up with her to ensure she receives the payment.
  
  We appreciate the opportunity to address her concerns.
  
  Sincerely,
  *********, Customer Relations 

• Initial Complaint

  Date:08/06/2022

  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 July 15, 2022 I call Cross Country Ins. ****** home warranty) to repair my Water Softener. Service Order #SCCQ72FA5A93, was examined by **************** and Stated to me the water softener needs to be replaced and he would notify Cross Country Ins. Cross Country stated on July 22,2022 via phone that because the unit was installed outside and exposed to freezing with no cover the unit wound not be replaced. I then stated the unit was constructed and manufactured to operate outside, like all units in *******. I then stated ******* does not have a freezing climate. The unit also have covers on the Electrical units, and the cylinders, made to with stand *********************************************************************** 49 of 50 states only ******* is snow free. The Cross Country Ins has this freezing clause in their writing, which is bias toward ********** Water Softener Customer.

  

  Business Response

  Date: 08/19/2022

  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 her claim.
  
  The technician reported the control board had shorted and the water softener was leaking due to the weather. The unit is located outside her home and is exposed to the elements which caused deterioration of the unit. ****************** policy covers 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. Her water softener does not qualify for coverage and a replacement will not be offered.
  
  We appreciate the opportunity to review her case.
  
  Sincerely,
  *********,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

  Customer Answer

  Date: 08/27/2022

   
  Complaint: 17682445
  
  I am rejecting this response because:
  The water softener is manufactured to operate outside, according to the manufacture instructions.  ******* does not freeze, if Cinch Home Services need proof of the manufacture instructions, I will provide them.
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/09/2022

  We received and reviewed ****************** response and although there may be ways to install a water softener outdoors, the warranty specifically states that covered items will be located within the home. There are also specific instructions provided when installing a water softener outdoors in order to protect the unit against dust, elements, and falling and windblown rain. In this instance, since her unit is located outside the home, it would not qualify for coverage. It was also improperly installed as there was no protection from the elements which caused a more rapid deterioration of the unit.
  
  We regret any misunderstanding of the terms of her coverage. We ensure that each of our customers are sent a warranty booklet upon enrollment which provides the specific terms of coverage in order for our customers to determine whether the coverage provided will meet their specific needs. We reached out to **************** on September 8th and we were unsuccessful in speaking with her. We will make another attempt to reach her to address her concerns.
  
  Respectfully,
  *********, Customer Relations 

• Initial Complaint

  Date:08/06/2022

  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.

  Company did not for fill replacement of Our air conditioner, They continue to make app to work on the air conditioner, When it should be replaced.

  

  Business Response

  Date: 08/19/2022

  We received Mr. ********** 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 customers claim and we apologize for the inconvenience. Our records indicate that a member of our leadership team confirmed that his claim has since been completed on August 17th. As a good faith effort to acknowledge his frustration we have refunded the fee he paid for service for his air conditioner claim. It will be returned to the card it was paid from within 3 to 5 business days.
  
  Respectfully,
  ******, Customer Relations

• Initial Complaint

  Date:08/06/2022

  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 want to make a formal complaint of unprofessional treatment and financial loss rendered to me by Cinch Home Warranty Service. While under warranty, I notified Cinch when my refrigerator stopped working in May 2022. With final evaluation of the issue, I was guaranteed a check to cover refrigerator replacement costs. To date, I have received no payments even though a specific date of check issuance was quoted. No explanation of nonpayment has been provided.I need to purchase a refrigerator but cant without funds owed to me. My daughter purchased a mini refrigerator for me but in the sweltering heat of this summer I have neither adequate ice nor ice water to drink.

  

  Business Response

  Date: 08/18/2022

  We received ****************************** complaint and regret the amount of effort she has put forth to resolve this matter. We aim to provide a hassle-free claim experience and in this case we did not meet our objective. We reviewed her account and found there was an error in processing her payment which did not allow the payment to transfer to our accounts payable department This error has since been corrected and the payment should be received no later than August 31st. We spoke to ************************************* on August 18th and provided her with this update. We are committed to following up with her to ensure her payment is received.
  
  Sincerely,
  *********,Customer Relations
  

• Initial Complaint

  Date:08/05/2022

  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.

  In February of 2022 we purchased a home in ******** **. At that time we purchased a home warranty from Cinch Home Services. As part of the contract I purchased coverage for the Outside Water Line. To cover the incoming fresh water line. In April we found out we needed some repair work done to our foundation at the back of the house. As part of that work a leak test was done to check our plumbing. In May when the company that traces the leaks came to find out where the issues were, they found a fresh water leak at the front of the house. I contacted Cinch to see if we were covered. At this point I had forgotten what coverage I had purchased as I had been busy moving in and then finding out we needed repairs. The cinch representative said we were not covered for Outside water lines and I took them at their word. I then contracted with a licensed plumber and they made the repairs in June. After that I went back to my Cinch contract because we had an issue with our AC and I noticed we did indeed have the Outside water Line protection. I contacted Cinch to find out about being reimbursed. The rep explained that I indeed should be covered under the policy I have and I was asked to send in the invoiced. I did. I then received an email saying my request was declined. I tried to email them back and my email was ignored. I then called in and was once again told I should be covered but the job ticket was created incorrectly. They created a new job ticket and said I would be contacted to resubmit the invoice. A week later I was contacted by a plumber asking when a good time for them to come do the repairs would be. I called Cinch back again went through the whole story and left on hold for 35 minutes. I called again. Went through the story and the rep took down all my information and transfered me to a Case manger. She asked me to send the invoices again which I did. I was then contacted again to explain the story.The website now says my case is declined.

  

  Business Response

  Date: 08/19/2022

  We have received Mr. ********* complaint and apologize for the misinformation he was given regarding the coverage he retains for an outside waterline. While the warranty does not provide compensation for work perform outside the agreement, we understand that this is a unique circumstance. We are reviewing this claim for consideration of coverage and on August 19th we left ******************** a voicemail and sent an email message to provide this update. Once our review is complete we will follow up with ******************** on the outcome.
  
  We appreciate the opportunity to address his complaint.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 08/20/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, My largest concern is that they say I was left an email and a voice. However the only response I received was a phone call I'm which I was told they would not cover the costs. Further more they wouldn't listen to my complaint about being given back information. I will await their decision hopefully we can come to a conclusion that is good for both parties. Even if it's a 50/50 split.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/05/2022

  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 had a Whole Home Warranty with Cinch since 2015 (purchased via ******* I called on 6/23/2022 to close coverage on that property (as I sold the property). The plan number that I was canceling was ******** for my property at *******************************************************. When they asked me why I was canceling I told them I moved out of state. The customer ********************** agent told me that I could transfer the policy to my new property for a $25 Fee. I was charged $25 to my AMEX and provided my new address. I also emailed them my new address for coverage. I was told that is all that is needed to transfer to my new address.On 8/2/2022 I attempted to log into my account and open a claim as my HVAC is failing to cool my home. I found that my old address was still populated on my account and was unable to place a claim at my new address: **********************************************************************. I was given the run around by multiple customer ********************** agents who could not assist me. Finally after many calls, an agent was able to cancel my old plan and activate a plan at my new address on 8/4/2022 with a plan # of ********. The agent assured me that there would be no waiting period and that I could submit my claim first thing on 8/5/2022.On 8/5/2022 my new plan is listed on the web login page but says that my coverage is not effective until 9/3/2022. I have called many times today and asked to speak with a manager. I have been promised that managers will call me back but no one has.My family is in a house that is over 80 degrees and I have avoided calling a repair company as I want to comply with the coverage details of my policy. I have spent hours on attempting to resolve. My calls and emails remain unresolved.I simply need my account activated at my new address with the effective date updated to 6/23/2022 on the day that I requested and continued to pay for my coverage so that I can place a claim to repair my HVAC.

  

  Business Response

  Date: 08/19/2022

  We have received and reviewed the complaint ************** submitted regarding his attempt to request service on his plan. We aim to provide a hassle-free claim experience and in this case we did not meet our objective. We reviewed his account and found there was an error in the effective date of the plan. This error has since been corrected and his contract now has an effective date of July 23rd. 
  
  While we understand Mr. ****** need to have the unit repaired, their warranty specifically states that we will not reimburse him for any unauthorized repairs or replacements. We understand that every customers situation is unique, and in this instance we made the decision to offer to review his invoice in order to determine if his claim would have qualified for coverage.
  
  We spoke to ************** on August 18th and provided him with this update. We are committed to following up with him to ensure his claim is resolved.
  
  Respectfully,
  ****, Customer Relations 

• Initial Complaint

  Date:08/05/2022

  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 purchased this home warranty contract over a year ago for $49.99 per month. I had an issue with my refrigerator this week and called to schedule an appt to have it serviced. I had to pay a $75.00 deductible fee before i was even given a number to call, once that was paid. I was given a number of a service tech to call and schedule my appt ******************* Enterprise, I called the number left a message and also rec'd a text from the warranty service stating allow 24 hrs for a reply, three days later I still haven't gotten a call, decided to try calling again, no one answered and the mail box is full unable to leave a message. I can't believe this is the type of service I paid for, thank goodness my issue wasn't that serious. I then called the warranty company to request my $75.00 deductible charge be credited to my acct and to also cancel my warranty service since I can't get an appt. The rep on the phone refused to honor my request to cancel the plan, he went on and on about how I would regret cancelling the plan and all the advantages of having the plan. I continued to request the plan be cancel informing him that I had found another company to get my home warranty and this one should be cancelled asap. He ignored all of my request and would not cancel my plan

  

  Business Response

  Date: 08/19/2022

  We have received ************** complaint and regret to hear her warranty experience did not live up to her expectations. We aim to assign the right provider at the right time to service our homeowners needs and in this instance we did not meet our objective. Our records indicate ************** policy was cancelled on August 5, 2022 and no further billing will occur on the account. We have processed a reimbursement for the service call fee she paid as services were not rendered on the claim. The refund will be credited back to the card it was paid from within 3 to 5 business days.
  
  We appreciate the opportunity to review her case, and are sorry to have lost her as a customer.
  
  Sincerely,
  *********, Customer Relations