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

  
• 

  Cross Country Home Services

  1520 E Greenville Street, Suite K Anderson, SC 29621

• 

  Homesure of America

  648 Grassmere Park Nashville, TN 37211-3663

• 

  HMS HOME WARRANTY

  1950 N. Steemmons Freeway Dallas, TX 75202

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

• Initial Complaint

  Date:08/02/2022

  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 initially signed up for a home warranty through ***** Home Warranty several years ago. Over the years it has switched hands a few times and over the last year its been through CINCH that Ive booked my maintenance and warranty work. Each season I have had someone come inspect my units, either Heat or Air to ensure they are ready when the season starts. In the past I was able to get the ticket assigned to a vendor who was trustworthy and consistent and did a good job of ensuring my units were ready. This Spring CINCH would not let me assign the maint. request to this vendor, and stated I had to use *****. After exhaustingly trying to convince them otherwise, I agreed to allow their pick of ***** to come out on April 6th. The gentleman that came out to inspect the Air Conditioning Units this Spring did not even come into the house, he looked outside and then left. As soon as we needed the air conditioning to be turned on it didnt cool, so I had to open up a new request to find the issue (April 19th). It was with a coil on the air conditioning unit inside (attic), the part was ordered and future date schedule for return with part. Two gentleman came out to repair the unit (Apr 25) in the attic and then they left. Next morning not cooling again, so had to reopen up request and wait for return visit. Upon that tech arriving (May 2nd), he did mention that he contact the guys that came out and they mentioned they ran out of freon. So he filled the unit back up and in a few days the house was cooled. Very poor service and communication. I had mentioned to the tech that I needed the thermostat replaced as it didnt always turn off, issue was intermittent, he stated I needed to open up a new Service Request.I opened up a new request with date of May 27th, 8 1pm and they didnt show, no call. I used the app to reschedule for June 13th. The tech showed up and attempted to replace the thermostat. See attached writeup to Cinch. limited characters.....

  

  Business Response

  Date: 08/16/2022

  We received and reviewed Ms. ****** complaint and regret the frustration she experienced during her preventative maintenance and the claim on her HVAC system. Our records indicate that since submission of her complaint, she has been in contact with a member of our executive leadership team who discussed her concerns and provided reimbursement to her for the covered portion of her claim for the thermostat and labor. The reimbursement is being processed and ************** should receive it within 7 to 10 business days.
  
  Sincerely,
  ******, Customer Relations 

  Customer Answer

  Date: 08/16/2022

   
  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:08/02/2022

  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 requested service from TotalProtect Home Warranty. Paid them $130 with my Dicover card.Their plans are administered by Cinch Home Services. sent a ***** tech out and he diagnosed and ordered parts. Parts arrived and a different tech came to install them. He said they were wrong parts (they were not) re-ordered parts and took the o/delivered ones with him. New parts delivered and original tech came back to install. Turns out second tech ordered wrong parts. First tech re-orders parts and takes wrong ones with him. New parts arrived. I call to set up service and sit on the phone 72 minutes before speaking with some one. She scheduled the service for 08/01/2022 and no one showed up. When I check Cinch web site they say that I have no claims. I tried to email to avoid sitting on the phone but after typing out an email on their website i get message telling me it cannot be processes at that time. I get that message every time I try. Tried calling the number listed and it gives a message that the party cannot be reaches at this time. So now they have my money. I still have a broken microwave with parts that need to be installed. If I can't conatct them I don't no where else to go. Please help.

  

  Business Response

  Date: 08/16/2022

  We are in receipt of Mr. ****** complaint and regret the claim for his microwave has left him frustrated. We aim to provide an effortless claim experience and in this case we did not meet our goal. Our records indicate ************** has been in contact with a member of our team and she has confirmed an appointment to complete the installation of the parts on August 22nd . She will follow up with him ensure the claim is fully resolved.
  
  We appreciate the opportunity to review her case.
  
  Sincerely,
  *********, Customer Relations 

• Initial Complaint

  Date:08/02/2022

  Type:Order 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.

  We have a home warranty from ****** covered by Cinch. Our range has a burnt out Element which blew out the circuit breaker on or about June 30th. On July 8th we received an email from Cinch, after sending them the required $100 deposit, that they would schedule a repairman within one business day. On July 13, they informed us that they could not find a service provider, and requested that we get our own provider, and document everything involved with fixing it, and they would consider whether to reimburse us. This is completely contrary to our agreement, as we explained in a letter to them, and demanded that they fulfill their contract with us. We have been on the phone today, August 2, 2022 for 2 hours and 25 minutes, talking to 5 different people, and none of them will help us or honor their warranty. Our Contract number is ********. We pay $69.99 per month plus $100 per service call. Thank you.

  

  Business Response

  Date: 08/16/2022

  We have received Ms. ******* complaint and apologize for the delay in having her cooktop repaired.  We spoke to the technician and he will be going out between ****pm on August 16th to diagnose the cooktop to diagnose the failure and we will follow back up with **************** after the unit is diagnosed.
  On August 16th we spoke with her directly, and appreciate the opportunity to address her complaint.
  
  Respectfully,
  *****, Customer Relations 

• Initial Complaint

  Date:08/02/2022

  Type:Customer Service 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.

  Got a washing machine thats been tore up for about 8 weeks. Had to order parts came in bad,reordered and had 3 appointments to come back first appointment they called and said technician was sick. Rescheduled and waited all day and watched scheduled time for technician to arrive was suppose to arrive early that morning kept changing and never showed up. I called and they rescheduled and never showed up. At the end of day it showed technician had arrived but didnt. He put in that CUSTOMER NEEDS TO MAKE UNIT ACCESSIBLE. NO ROOM TO TIP UNIT BACK TO REPLACE PARTS. Which was a lie. After 8 weeks I need to be compensated for money back or new washer.

  

  Business Response

  Date: 08/16/2022

  We received and reviewed ************ complaint and regret the delays and inconvenience he has experienced while awaiting resolution of his clothes washer claim. Please know we would never intentionally delay resolution of any customers claim and we apologize for the frustration he felt. Our records indicate the service provider stated that the clothes washer was not completing the cycle and needed the main control board and the pulley replaced.However, when they went out to do the repair on August 1st, there was no room to make the repairs and in order to move forward with repairs, ********* would need to provide access for repairs.
  
  We spoke to ********** on August 16th, and he advised us that the unit has now been replaced. Since the unit was replaced rather than repaired, we provided him with a cash allowance equal to the cost for the approved part and labor. He should receive his check no later than August 26th.
  
  Sincerely,
  ****, Customer Relations 

  Customer Answer

  Date: 08/16/2022

   
  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,
  
  *********************

  Im gonna accept offer but I want it to be known in writing that technician is not telling the truth *********** he came he had to reorder parts because they were bad. Got proof of this. How did he have room first few times he came and not room last times. Im still gonna go on with filing a complaint against him. I want this to be an ongoing until I resolve this technician lying. 

• Initial Complaint

  Date:08/02/2022

  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.

  7/22/2022...- Submitted a service request for a dishwasher leak.- Note: When filling out the request, the "Model" and "Serial #" fields did not have an " * " (they're not mandatory, no asterisk). Also, I did not fill them out anyway b/c I didn't have that information available.- Paid a $150 deductible for the service request.7/26/2022...- Dishwasher tech came to my house, w/in 60 seconds he said "I can't do any work b/c there's no serial number. W/o a serial number, I can't submit any parts/work I do to get reimbursed." Rightfully so, he then left.Given my dishwasher wasn't usable, I called a local appliance repair company since Cinch's tech couldn't help, they they offered to come out by end of day. I then called Cinch requesting a refund for my $150 deductible, they declined saying that the "service request has been completed." I mentioned the dishwasher tech was literally in my home for 60 seconds and literally couldn't do any work (not even do a diagnosis!) b/c my dishwasher didn't have a serial number so he can't get reimbursed. They insisted that b/c the dishwasher tech came to my house, the service request was technically completed. They offered to find another tech to come out, but 1) I asked how it would solve the problem, I don't have a serial number so how will they perform work!? and 2) I found someone to come out and fix it same-day, Cinch is too slow (they took 4 days) I need a dishwasher. They again said they can't offer a refund.I'm requesting BBB's help to get Cinch to refund me the $150 deductible for a service request not completed. I, the customer, had no idea that a serial number was needed - **********************'s website doesn't make it mandatory. Nothing. I paid Cinch $150 to have a tech come to my house for 60 seconds to tell me he can't do any work b/c there's no serial number, which ********************** doesn't require (see screenshot). They're fault!

  

  Business Response

  Date: 08/15/2022

  We have received ************** complaint and regret the claim for his dishwasher has left him frustrated. We aim to provide a hassle-free claim experience and in this case we did not meet our goal. The service job was dispatched to ******* Services to complete the diagnosis, however, this was not able to be completed due to the model and serial number not being visible on the unit. Since the deductible payment covers the service call fee, diagnosis and any work completed up to the deductible amount, in this case, since a complete diagnosis could not be completed we have approved the reimbursement of the service call fee he paid. The reimbursement will be credited back to the card from which it was paid within 3 to 5 business days.
  
  We reached out to ************** on August 15th to provide him with this update but we were unsuccessful in reaching him. A detailed voicemail message was left for him with our direct contact information should he wish to follow up with us directly.
  
  We appreciate the opportunity to review his case.
  
  Respectfully,
  *********,Customer Relations 

  Customer Answer

  Date: 08/29/2022

   
  Complaint: ********
  
  Filed complaint #******** a month ago - Received notification 8/15 from Cinch (email + voicemail) admitting they were at fault and would fully refund me in 3-5 business days - It's now 8/27, no refund received - I called 2x and they "can't find my file, need to look at other systems", putting me on hold forever. Instead of waiting, asked for callback/voicemail, yet to receive - Funny, Cinch apologized and said they want a easy customer experience. A joke - had dishwasher fixed faster/cheaper w/o using Cinch, and still spending hrs hunting down my refund they AGREED to! First time w/ a home warranty *** always skeptical, but wanted it to work/kept open mind. A SCAM, never again. (Abridged) Original complaint below for consumer + BBB reference.... 7/22/2022... - Submitted service request for a dishwasher leak, paid $150 deductible - Note: To complete the request, the "Model" and "Serial #" fields did not have an " * " (i.e., not mandatory 7/26/2022... - Dishwasher tech came to my house, w/in 60 seconds said "I can't do any work, there's no serial #. W/o a serial #, I can't submit parts/work to get reimbursed." He then left. I called Cinch requesting a refund for my $150 deductible, they declined saying that the "service request has been completed." I said the dishwasher tech was literally in my home for 60 seconds and couldn't do any work, not even a diagnosis, b/c my dishwasher didn't have a serial number so he can't get reimbursed. They insisted that b/c the dishwasher tech came to my house, the service request was completed. They offered to find another tech to come out, but I asked how it would solve the problem if I still don't have a serial #! ********************, please help get Cinch to refund me the $150 deductible for a service request not completed. Cinch's website doesn't make the serial number mandatory. I paid ********************** $150 to have a tech come to my house for 60 seconds to tell me he can't do any work b/c there's no serial number, which ********************** doesn't require/state.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 09/07/2022

  We are in receipt of ************** response and regret the delay in receiving his refund. There was an error in processing the payment which has since been corrected. We verified his refund was processed on August 26th back to the card the payment was made from.
  
  We reached out to ************** on September 6th to confirm he has received his payment. A detailed voicemail message was left for him with our direct contact information should he wish to reach out to us directly.
  
  Respectfully,
  *********, Customer Relations 

• Initial Complaint

  Date:08/01/2022

  Type:Order 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 opened a case with Cinch for a faulty ice maker in our refrigerator and paid a deductible fee. After sending out the same technician flour separate times, he determined the fridge would Cabot be fixed and needed to be replaced. When reported back to Cinch, they then said they needed to send a second opinion. They sent a second opinion which also determined the fridge could not be fixed and needed to be replaced. I keep being told that my case is being escalated and I will receive a call back or an email with a claim credit or replacement that never comes. Each time you call customer ********************** its a 2 hour call and they tell you the same thing and no settlement ever comes. My account is also flagged as a medical emergency and there is still zero response from the company.

  

  Business Response

  Date: 08/15/2022

  We received Ms. ********** response and regret that repairs to her refrigerator have been unsuccessful. Based on the diagnosis we received,we have requested that our research department locate a comparable replacement unit to be offered to her. We are currently awaiting completion of this step and will be in touch with ********************** as quickly as possible once this process is completed.
  
  We appreciate her patience thus far and will remain in contact to ensure her claim becomes fully resolved.
  
  Sincerely,
  ****, Customer Relations

• Initial Complaint

  Date:08/01/2022

  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 called home warranty on Monday 7/25/22 but I was on hold forever and realized it was past their closing time so I hung up and tried again the next day. On Tuesday 7/26/22 I got a hold of someone and he made it sound like this would be a breeze and I would get my gas lines fixed. He told me I needed to pay my deductible and surplus fee before the start anything. So I asked him specifically if it would be covered before I pay my deductible (because I don't want to waste my money. $110) He said YES that call took place on 7/26/22 started at 12:06 and lasted 43 minutes. So have them review the recording to show that I am telling the truth! I then kept following up and they kept extending their time of processing. First I heard 24 hours then after it was 24 hours they said the claim wasn't put in until the day after I called. So I called back the day after and surprise surprise. Now I have to wait 48 hours. So I call back the next day and they say I have to wait till after 5:00 to call back - Well that is after work hours and no one got in contact with me like they said. Finally that Friday 7/29/22 someone came out to inspect my house. After the inspection they called me back and left a voicemail. I called them back today after waiting an hour on hold and they said I was denied because my house was built in the ****s. I have been trying to get my deductible back and I can't get a hold of the right people. After waiting an hour I was transferred and transferred again then got pushed back to waiting on hold again.... I told them I want my warranty refunded and my deductible. They refused my Warranty refund even though they knew the age of my house when I bought it. They said I can try to get my deductible refunded but I will have to go through another department which will be a 1 hour hold again. I will try again next business day, but I want my warranty refunded & my deductible. They made me hold off for a week and now I am in the same boat with an unhappy tenant

  

  Business Response

  Date: 08/15/2022

  We received Mr. *********** ********* and regret the confusion and frustration he experienced during the claim for the gas line. Please know, we strive to provide helpful information during each claim initiation, and advise our customers beforehand should they notify us of an issue which *** not qualify for coverage. Mr. *********** policy does cover the gas line, however, it was reported that there was an issue with deterioration of the gas line due to the age and type of gas line in his home from the ****s. Many times in situations such as these repairs to the failing portion cannot be completed due to the need to upgrade the entire gas line system in the home. Our phone agents are not qualified to know each and every customers specific situation or all issues that *** or *** not be covered by the agreement. They are only able to advise that the particular item is able to have a claim placed for review. The claim coverage determination is made once the report is received from the service partner. In this case, the claim did not qualify for coverage.
  
  Since submission of Mr.*********** ********* we worked directly with him on August 2nd and agreed to reimburse the service call fee he paid and cancel the warranty agreement based on his request to do so.
  
  We appreciate the opportunity to answer his *********.
  
  Sincerely,
  *****, Customer Relations

• Initial Complaint

  Date:08/01/2022

  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 home warranty through this company. On 7/13 they charged me a $75 deductible and diagnosed some parts needing replacement. The parts are on backorder and they can't tell me when or if they'll be able to get them. My food is spoiling. The policy indicates they would replace the refrigerator if they can't repair it. I've been paying $49.99/month since 10/21. I asked today 8/1 for them to cancel the policy and refund my premiums. They have only offered about $50 refund.

  

  Business Response

  Date: 08/15/2022

  We have received ******************** complaint and are sorry to hear of the delays he experienced in having his refrigerator repaired. We set out to ensure each claim is resolved in the most efficient manner possible,however, unfortunately there remains supply chain issues that contribute to longer-than-expected cycle times. Our records show that ******************** refrigerator has since been repaired. We reached out to him by phone on August 15th but were unsuccessful in speaking with him, and left a voicemail message as well as sent an email message for follow up. As a customer ********************** we also refunded the deductible he paid upon service initiation.
  
  We appreciate the opportunity to address his complaint.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 08/19/2022

   
  Complaint: 17654245
  
  I am rejecting this response because: my refrigerator is still not working properly after the attempted repair. I responded to *********************** both by email and telephone and have recieved no response. Now her voicemail says she is out of the office until 8/23. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/29/2022

  We have received ******************** response. Since submission of his rebuttal we scheduled him for a recall service request. Our records show that the appointment took place on August 29th and the technicians full diagnosis is pending.We will follow up on the outcome and correspond with ****************** as necessary.
  
  Respectfully,
  ****,Customer Relations 

• Initial Complaint

  Date:08/01/2022

  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 a Home Warranty from Cinch Home Services in February 2022. My effective date was 3/11/22.On or around 6/14/2022 I contacted the company about my air conditioner not blowing cold air. I was charged $160.00 for the service call and was told there would be a technician coming out to take a look at it. I waited several days and received a call telling me that they couldn't find a technician to come out and if I could find someone to come and look at my air conditioner and fix it, they may pay for it if it fell into their plan. I would have been stupid to agree to that agreement. So on 6/23/22 I received another email telling me that someone from Service order #: SCCQ62F04FD4 Service pro company name: JGR SM, LLC Service pro phone number: ************** Item: Straight Cool - Split System Thanks for being a valued Cinch customer. Please be advised that as a result of industry-wide manufacturer delays due to the ongoing COVID 19-pandemic, we are experiencing longer-than-normal wait times on appliance I did receive a phone call prom that company and they said they would be coming the following Friday in the morning. They never showed up and would not answer any of my phone calls. I am so frustrated with this company. I have cancelled my warranty with them and have requested my $160.00 back for the service call I never received. This company puts you on hold for over an hour each time you try to reach them. I requested they send $160 back to my bank account. I was told it would be back to me on 7/28. I have tried to reach them again with no success. In my opinion they took my money without supplying a technician to look at my Air Conditioner. My Plan Number was ******** My Service order number that I never received was SCCQ62F04FD4-1. I am a 70 year old retired female and I really need some help with this issue. I wish I had checked them out better before contacting them. The reviews I have read since have been horrible. Thank you!

  

  Business Response

  Date: 08/15/2022

  We have received Ms. ******* 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 or assigning her to a network service company. 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 with limited availability,customers are offered the opportunity to utilize an outside vendor and provide an invoice for consideration of coverage and reimbursement. Since **************** elected to cancel her service request and her policy and instead receive a refund of her deductible, we have honored that wish and processed the refund back to the credit card on file.
  
  On August 13th we reached out to her directly by phone, but were unsuccessful in speaking with ****************, nor were we able to leave a voicemail message. We sent her a follow-up email to let her know we processed her refund.
  
  We appreciate the opportunity to address her complaint.
  
  Respectfully,
  ******, Customer Relations 

• Initial Complaint

  Date:08/01/2022

  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.

  July 1st, made an appointment to have my refrigerator repaired under the ***** Home warranty agreement. Technician came out and stated the evaporator fan and bimetal thermostat needed to be replaced. Technician came out July 14 to replace the parts. Technician replaced the parts and left to go to his truck. I noticed the fan was not running and went out to the truck and asked the technician about the fan not running. He stated the fan would run when the refrigerator reached a certain temperature. Thirty minutes after the technician left our house, the refrigerator quit working. July 18 2022 I then reschedule the work under warranty repair. The same technician came out and stated the refrigerator needed a new wiring harness. I noticed on the work order i received via email, the same fan and bimetal strip which was previously ordered and installed was ordered again but not a wiring harness. July 30 2022 a different technician came out to replace the parts which were previously replaced. After replacing the parts which have been previously replaced, he told us that the evaporator fan was not working and the refrigerator needs a new wiring harness. I logged into the Cinch Home Services portal and noticed the work order for the refrigerator has been closed by the service company (*********** Service).I have been trying to contact Cinch Home Services using their provided number. Each number I call sends me to someone else. This appears to be an endless loop designed to make people quit trying to have their problems resolved.

  

  Business Response

  Date: 08/15/2022

  We have reviewed the concerns ******************** expressed in his complaint he submitted.  We regret the delays and the frustration with he experienced regarding the actual diagnosis of his refrigerator.  We spoke with ******************** August 15th and confirmed the refrigerator has been repaired and has been working well for the past two weeks.  We provided him a Specialists direct extension in the event it does fail again.
  
  We are grateful for the opportunity to assist ******************** with his concerns.  We refunded his deductible for the inconvenience.
  
  Sincerely,
  ****, Customer Relations

  Customer Answer

  Date: 08/15/2022

   
  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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