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

  
• 

  Cross Country Home Services

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

• 

  Cross Country Home Services

  1520 E Greenville Street, Suite K Anderson, SC 29621

• 

  HMS HOME WARRANTY

  1950 N. Steemmons Freeway Dallas, TX 75202

• 

  HMS National

  Homegard Warranty Dallas, TX 75284

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

• Initial Complaint

  Date:08/05/2022

  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 a policy with cinch home service for a year now. i put in a claim for my ac to be repair. i pay 125 for my service charge. they set me up with rise home service. that had to keep calling to get someone on the phone. i finally got someone at cinch home service to call them. Mr.****** came out to do the repairs, and told me it look like a part is going out under the house but was not allowed into a crawl space. i pay him240 dollars to put in freon, within one week my air is still not working, i call cinch home service back. they keep giving me the round a round, telling me that they can't find anyone to do the repairs as of now.

  

  Business Response

  Date: 08/19/2022

  We have received ******************** complaint and would like to express our sincere regret that we were not there to meet her needs. We recognize the urgency of having a working air conditioning system and would not intentionally delay resolution of her claim. This time of year, there could be limited availability in certain areas, and we are always working to ensure we maintain a robust service network in all our service areas. In situations like this ****************** was approved to locate her own service provider to complete the diagnosis and/or repair of her air conditioning system. In cases such as these we will process a reimbursement for the covered costs of the repairs as set forth by the warranty agreement. We are currently awaiting her documentation for review.
  
  We called ****************** on August 18th and left her a voicemail message with our direct contact information, should she wish to follow up with us personally. We will continue to follow up with her to ensure her claim is fully resolved.
  
  We appreciate the opportunity to review her case.
  
  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 reached out to Cinch 6/3 about my air conditioning unit which was no longer working. They connected me with Mid Atlantic Heating and Air Conditioning LLC to come by to look at the unit and repair it. They sent someone to our house 6/8 who right away said the unit will need to be replaced. That they wouldn't be able to repair it due to leaks. They said they'd get back in touch with Cinch about this. After a week of nothing I called the repair guy to ask the status and he said I'd have to get back in touch with Cinch. I did and had to reopen the claim so they could send this guy back to my house to try to repair. Did that. After a number of mis-scheduling on Mid Atlantic's side where they never showed up I finally got the repair guy here and he refilled the system with coolant. As suspected, it went right out of the system and we got zero cold air. I've had a number of back and forths over the course of weeks from Cinch and Mid Atlantic Heating and Cooling and neither seem to want to help to fix the air conditioning unit. Cinch said they would "escalate" the claim a week ago and nothing. Last thing I heard was they might need to send someone else to come look at the unit but haven't made any effort to do that. It's been two full months with no AC in the middle of summer.

  

  Business Response

  Date: 08/19/2022

  We have received and reviewed Mr. ******* complaint. We strive to provide an efficient, stress-free claim process and recognize that a key way in meeting that goal is connecting our homeowners with trusted service experts to diagnosis and repair their covered items. The first company assigned performed a repair on Mr. ******* system by adding what is known as leak stop when the system was found to be low on Freon. **************** alerted us that he was experiencing further issues with his system, and the assigned provider requested that we send out a second opinion due to their inability to locate the source of the Freon leak. The second opinion provider found a leak in the evaporator coil and we approved to replace this component. We spoke to the service provider on August 19th and confirmed the work has been completed. We also reached out to **************** by phone to make sure the system is running properly. We were unable to speak with him directly, and let a voicemail message with our direct contact information should he wish to reach out to us.
  
  We regret that his experience left him frustrated, and appreciate the opportunity to address his complaint.
  
  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 am a Cinch customer.First week of July I opened a ********************** call regarding my ** in my attic leaking water and not cooling. Service was assigned to a contractor. I received a call from the contractor on 7/7/2022 that they will come on 7/15 to look at the **.I received a call from the contractor on 7/14 that they are unable to come on 7/15 and that hey will come the week of 7/18 but wont give me exact date.I called Cinch and they assigned the job to *****.I spoke to ***** and was told that the technician will come on 7/20 to work on my **.Technician arrived on 7/20. He spent 5mins looking at the ** and told me that he needs to come back because this requires more troubleshooting.Technician gave me next available appointment date which was 7/30.I received a text from ***** on 7/29 stating that technician is unable to make it on 7/30 and that next available date is 8/8/2022.I called Cinch on 7/29 and they assigned a different vendor, and they were based in Brooklyn, **.I called the vendor and left them 2 voicemails but did not hear back from them.On 8/1 I called a local vendor to see if they can come and work on my **.Local vendor came and found the issue in hour. They came back on 8/3 with parts and fixed the issue. The issue cost my $2000. The existing line that was there had a leak and the leak was behind walls so ************ they had was to run a new ** line from my attic to outside unit. On 8/5 I called Cinch and all they did was refund my deductible that was paid for my service call but would not compensate with any other amount. Also, I was told that they assinged the job to the 4th Vendor now they supposed to call me but they never did.

  

  Business Response

  Date: 08/19/2022

  We have received **************** complaint and would like to express our sincere regret that we were not there to meet his needs. We recognize the urgency of having a working air conditioning system and would not intentionally delay resolution of his claim. This time of year, there could be limited availability in certain areas, and we are always working to ensure we maintain a robust service network in all our service areas. We do apologize for any appointment that *** have been rescheduled by the service provider.
  
  While we understand **************** need to have the unit repaired, his 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. In these cases, we will process a reimbursement for the covered costs of the repairs as set forth by the warranty agreement. We are currently awaiting his documentation for review.
  
  We appreciate the opportunity to review his case.
  
  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.

  Service requested 8/2 arrival 8/4 replaced capacitor on ac felt, did not ope, blower unit, 2 hours later ac out again, call customer ********************** who is overseas say someone coming back out, 5 pm order still shows open, office closed no one called to tell of delay or anything make me reschedule online for 8/9 mom is 89 I was bringing home from nursing home shouldnt be in house at ****************************************************************************** 90s. Terrible compassion company in it for money why they cheap and using overseas to answer their phones. As youll see below proof of 8/4 request open and now history doesnt show it at all

  Customer Answer

  Date: 08/19/2022

  8/4/22 Fixing ** They came and they felt the air handler, walked outside replaced the capacitor and left. The ** was not runniing for 2 days, I turn it on and it comes on not 1 hour after the service man left was it off. I contacted service guy he said I had to contact cinch and make another appt. I contact Cinch, which Phone Answerers are overseas. NOT EST time. EST time they shut all off at 5 PM. Either way I did speak to someone overseas that stated someone would be back out. 4 hours later no one. I call, even with my online ticket showing "status scheduled" no one showed. After having to tell my 89 yr old mother I can't bring her home for a little bit from nursing home it was obvious they weren't coming. It was 95 degrees with windows open in house. Would you want your mother in that? Either way, spoke to a resolution specialist...*****... that was going to reach out to emergency contact for **. Try to call but they answer overseas, sent a FB msg an hour later they write she spoke to you. Yep she spoke to me but she didn't provide a resolution!

  

  Business Response

  Date: 08/24/2022

  We have received the additional comments from **************. As stated in our previous response, her system has been repaired and we spoke to her on August 17th to confirm this. We consider this matter closed.
  
  Respectfully,
  *****, Customer Relations 

• Initial Complaint

  Date:08/04/2022

  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 is the gate keeper for ***** hom warranty. I filed a claim for my washing machine on 6/28/22. Cinch sent out a service provider that did not appear to know what he was doing and had to call in to his supervisor to do a video call for the washer. This technician informed me he fixed the washer and left the home. The washer was not fixed and the service provider sent the same technician out. He stated that a new motor was needed after spending 1 minute at the machine. I called Cinch and another contracted was assigned to the case This contractor diagnosed the washing machine and replaced a part. After he told me the machine was fixed, I had to contact him again to inform him that the machine was still inoperable. This contractor came back to change another part. At this time he informed me that the washing machine needed to be replaced. and that he would inform Cinch. he went on to say that he felt like the machine would continue to need repair even if he replaced the third part for the washing machine. I called Cinch and waited over a hour to see what the resolution would be for the washing machine. I was informed that another part was ordered for the machine and that the contractor had the part , I was informed to call the contractor to see when he could install the part. Calling the contractor took several days but when he responded he informed me that his report stated that the washing machine was beyond repair and if it was to be fixed, that it would be a short time before the machine needed to be repaired /replaced. He stated that the bottom line was to replaced the machine. I have called Cinch everyday since I was promised a call from the authorization department only to be informed that I had to wait 24 hours before I would get a call back. Yesterday the contractor called and stated that he was going to call authorization again and for me to call Cinch in about an hour. I called and still am being told to wait 24 hours to receive a call.

  

  Business Response

  Date: 08/18/2022

  We have received Ms. ****** complaint and regret that the claim for her clothes washer has left her frustrated. Please know, we would never intentionally delay the resolution of any customers claim and apologize for any inconvenience. In some cases multiple repairs are needed to bring an item back to full functionality. In Ms. ****** case, since the repairs did not resolve the issue we have approved to replace her clothes washer. We presented ************** with a comparable replacement unit or a cash allowance to use towards the purchase and installation of a clothes washer of her choice. ************** has elected to accept the replacement clothes washer and the order was submitted on August 8th. We will follow up with ************** to ensure delivery and installation is completed.
  
  Sincerely,
  *********, Customer Relations

• Initial Complaint

  Date:08/04/2022

  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 would like to try to get someone resolution to this problem with the company. I tried to call to cancel my warranty with them for unsatisfied claims with them. I am trying to go with a reputable company and they now say I have to pay a cancellation fee. I am a monthly payer and not a contract as I understood. Below is a copy of a email I sent to them regarding what the problem was.(As a dissatisfied customer I have tried to call to cancel this home warranty but now they are asking for cancellation fee. I had sent you ************** an email prior to this about my air conditioning problem and you hadnt replied but I did somehow get a call from a case manager (*******) I believe her name was. My air conditioning unit to be replaced cost me $6000.00 and they sent me a check for $3000.00 which they said is all that was covered. I am very dissatisfied with this warrant after being with Total Protect now Cinch for many years I am trying to cancel and do not want to pay the fee. You guys have already cost me enough and at my age 74 money does not grow on trees.I would hope someone would have the courtesy to respond to my email or call me at ************ or my cell at ************)I also had a problem with the when my hot water heater went during the evening when I called they said they couldn't get someone emergency services so the *** told me to try to get someone myself and submit **** to try to get reimbursed but that was also denied. I would love to try to get my monies I paid as being 74 years old and fixed income money doesnt grow on trees.Thank you for whatever resolution you may be able to assist with.***********************

  

  Business Response

  Date: 08/18/2022

  We have received **************** complaint. We are sorry to hear that the warranty did not live up to her expectations. We aim to provide the right provider at the right time and in this case we did not meet our goal. We have limited availability to service a request in her direct area. In this case, we approved ************** to utilize her own elected provider to complete the necessary repairs and/or replacement and we will reimburse ************** for the covered work completed as stipulated in the Agreement. The compensation she received is based on the fair retail value of the covered work performed, which is for the cost of the equipment and the labor to install the equipment.
  
  Our records do not indicate a service request was submitted for the water heater,therefore we are unable to provide any compensation for the work completed as this is considered unauthorized work and not addressed under the Agreement.
  
  In respect to the cancellation policy, the full terms can be found within the warranty agreement she was sent upon enrollment, as well as through her online account portal. While she is able to cancel the policy at any time, that does not mean it can be processed without owing fees for services paid out on her behalf. We have confirmed her account has been cancelled effective August 4th,2022. In light of the circumstances surrounding her experience, we have requested that further billing attempts cease. ************** should not receive another billing notice regarding her account. Should she have further questions, she can email us at *****************************************
  
  We appreciate the opportunity to review her case.
  
  Sincerely,
  *********,Customer Relations 

• Initial Complaint

  Date:08/04/2022

  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.

  Home warranty purchased for home purchased in February 2022 for elderly parents. Warranty was to cover all appliances as recommended by our realtor. Cinch Home Services was contacted on 7/22/2022 and paid deductible of $100 plus inflation cost of $10 totaling $110 for service and repair of range/oven not operational due to exterior safety panel had fallen off making it unusable. Service provider arrived on July 28, 2022 issue was viewed and determined a needed front door panel needed replacement. Recommendation was DO NOT USE OVEN as it was a safety and fire hazard. Later found that appliance model was no longer produced and submitted to Cinch Home Services and would take 3-5 days for determining if part is located or replacement was available. Received a call on August 4, 2022 that warranty would not cover this repair or replacement. Matrix of brochure provided prior to purchasing this warranty clearly indicated that appliances were covered in plan. No resolve to date, elderly parents can not use range/oven, we are constantly visiting (which isnt a bad thing) provided them with hot meals due to available range/oven. We can not continue this every day. Expectation is to repair or replace range/oven as agreed to in purchased home warranty.

  

  Business Response

  Date: 08/18/2022

  We have received **************** 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 educated about the coverage their plan provides, which is why each customer is provided with a copy of their ********************** agreement upon enrollment for review. This was mailed to ************* on March 31st, 2022 and we have no record that it was returned as undeliverable.  
  The technician reported the glass in the door panel slides out and needs to be replaced.The warranty covers only mechanical failures which occur due to normal wear and tear failure. The door and door glass are not a mechanical part of the unit and are specifically listed as non-covered items and do not qualify for coverage under the plan.
  
  We spoke with ************** on August 18th and provided him with this information.
  
  We appreciate the opportunity to review his case.
  
  Sincerely,
  *********,Customer Relations 

  Customer Answer

  Date: 08/30/2022

   
  Complaint: 17671933
  
  In reference to the response from the business (Cinch Home Services) in regards to our complaint please know that it was not resolved in a satisfactory manner. Business indicated that an enrollment document was sent on 3/31/2022 which is totally untrue (never received). Regardless, the real estate agency as well as the title company transferring and completing all necessary paperwork for the purchase of our home including the home warranty was executed with a provided brochure by an agent representing their business. In this brochure All appliances were covered with no exclusions mentioned as their supposed none coverage. This is currently with the Attorney General of **** for further follow up.
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 09/09/2022

  We are in receipt of **************** response and recognize he remains unhappy with the outcome of his complaint. As with all warranties, coverage is specific and there are certain items and or conditions which do not qualify for coverage. This information is provided in the warranty booklet each customer is sent upon enrollment.The information is also readily available to our customers through our online customer portal for easier access. The door and door glass are specifically listed as non-covered items under the policy and the claim decision will remain unchanged. We recognize this is not the outcome he had anticipated, however, our decision has been made within the boundaries of his home protection plan.
  
  Respectfully,
  *********, Customer Relations 

• Initial Complaint

  Date:08/04/2022

  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.

  Bought Cinch Home Warranty for ***** Home Warranty. Purchased 05/07/22 with a 30 day pending period.06/14/22 a technician was sent out to see why my ac was not blowing cold air. The technician was very rude and told me the warranty would not cover the unit and she was right.I was waiting on a response for over 30 days with no **. After long hold times I got a response that the claim was denied. After which i sent them the information they requested such as the last maintenance invoice on the ac and home inspection report. They received this and the claim was still denied.I could not wait anymore since we live in ******* with the heat. I had the ** replace and paid out of pocket.They called me again and asked for another home inspection 60 days prior to the warranty start date. I keep going round in circles. Their customer ********************** is in **** and cannot help me.They should pay for the replacement of my heat pump. They have deceptive practices stating everything is covered once the warranty is purchased with a 30 day waiting period. All their online literature and sales pitches by their sales department are deceptive because it is not covered.

  

  Business Response

  Date: 08/18/2022

  We have received Ms. ******* complaint.  The service provider went out to her home on June 16th and advised the unit was flat on freon and the evaporator coil was leaking due to rust and corrosion.  After reviewing the diagnosis and considering coverage, the decision was made to deny coverage of the unit since the warranty doesnt cover failures due to rust and corrosion.  Ms. ******* warranty started on June 5th and this rust and corrosion could not have happened within the nine days her warranty was active.  She was notified of the denial and made the decision to replace the system on her own.
  
  On August 18th we called **************** to discuss her concerns but did not reach her. We left her a detailed voicemail message which contains our contact information, should she wish to follow up with us directly.
  
  We appreciate the opportunity to address her complaint.
  
  Respectfully,
  *****, Customer Relations 

• Initial Complaint

  Date:08/04/2022

  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.

  Let me start by saying I loved actually having this home warranty until they refused to provide service for my covered appliance. Instead of ensuring the service was provided, they kept escalating my calls for approximately a month before I decided to have them cancel the service altogether. *** requested a refund for the months of June and July, but the refund for July is what Im most concerned with. They charged me a fee July 25, 2022 and I canceled service July 28, 2022. This company is refusing to refund the fee charged July 25, 2022 and also refusing to send someone to fixed my covered appliance since Im technically covered until August 25,2022. I have waited for 2 full months for covered services to be completed. The service contractor keeps saying they will call me back and Cinch Customer ********************** reps keep telling me the issue has been escalated without resolution. There has not been an attempt to call me from the service provider that was sent to my house. I've called and have been told on serval occasions that they will call me back and they never call back. Also there has not been any confirmed resolution from Cinch - ***** Home Warranty. I have reached out to your company serval times for assistance with getting this resolved and I am constantly being told that the issue is being escalated, but no one can provide an estimated time of resolution. Please issue my refund my fees for the month of July and/or finish the job, as I have been paying for covered services that I have not received.

  

  Business Response

  Date: 08/18/2022

  We have received ************** complaint and completed a thorough review of the circumstances surrounding the claim for her microwave.Foremost, we would like to express that we take the allegations regarding the technician taking unauthorized photographs of ************ and her child seriously and this has been escalated internally for immediate follow-up by the regional manager. One of the parts needed for the repair of her microwave is still on backorder due to supply chain issues, and so we have approved to replace the unit with a comparable model. On August 18th we spoke with her directly to let her know to be on the look out for an email with the replacement model we are offering, or should she prefer, there will also be the option to accept a cash payout of equal value to her claim in lieu of the replacement.
  
  We regret that her claim did not take the straightforward path to resolution we set out to provide but appreciate the opportunity to assist her from this point.
  
  Respectfully,
  ****, Customer Relations
  
  

  Customer Answer

  Date: 08/25/2022

   
  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:08/04/2022

  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.

  I bought home warranty in Nov 2021. I'm up to date on my payments. I had electrical issues. They had me get an electrician ** they didn't have one in my area. It's been over 6 weeks & no reimbursement. They keep sending more questions. Then my AC went out July 15 2022. Technician came on 18th recommended new unit outside. Cinch stalled about 10 days wanting more info. Last Thursday the tech said they approved the new unit. I called today & they said it was in pending approval. Then manager got on & said outside unit was approved but they are still in authorizations process she doesn't know how long that will take. I call every day. Get different answers. It's stressful, it's hot, it's gone on too long. Someone please help.

  

  Business Response

  Date: 08/18/2022

  We have received Ms. ******* complaint and regret to learn that her experiences with the claims for her electrical issues, as well as for her air conditioning system did not go as she expected, and we appreciate the opportunity to address her complaint. Unfortunately, we had to decline coverage on her electrical claim. The failures reported were for components specifically stated in the warranty agreement as not being covered and this information her been communicated to her since submission of her complaint.
  
  With respect to her air conditioning claim, we would never intentionally allow for a delay, and **************** was connected with a case manager who spoke with **************** on August 16th and confirmed the work has been completed and her system is running properly.
  
  Respectfully,
  ****, Customer Relations