Complaints

This profile includes complaints for Cinch Home Services, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cinch Home Services, Inc.

  4700 Exchange Ct STE 3 Boca Raton, FL 33431-4450

  
• 

  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

• 

  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:07/31/2022

  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 came down to check out my two fault wall unit split air conditioners which are not working. One is inoperable and wont turn on. The other blows room temperature are not cold. They sent ******** who came and after trying to reach them for two weeks (they ignored my phone calls) I called cinch who told me they wont cover it because it needs Freon and they dont cover that. Contract says it does. I called again. Now they tell me my claims are denied because its a split unit. Nowhere in my contract does it state that split units are not covered. My contract says it covers 3 wall units if thats the primary cooling of the house which it is. So now Im sitting in 95 degree heat aithojt working acs. Each call to cinch was over an hour of wait time just to speak to an agent.

  

  Business Response

  Date: 08/12/2022

  We received Ms. ********** complaint and regret any confusion as to the coverage provided by the home warranty agreement. Our records indicate that she had a previous whole home warranty which was cancelled, then reinstated a day later and then cancelled again. On May 23rd she called back and asked to reinstate the warranty, however, due to the time which had lapsed she was required to begin a new warranty with a 30 day waiting period. Her current policy went into effect on June 29th and the claim for her units was placed on the same day.In order to qualify for coverage the units must be in proper working order on the agreement effective date. Based on placing the claims on the same day her warranty began her claim was denied coverage due to pre-existing conditions. We have included the relevant portion of her warranty for review.
  
  We appreciate the opportunity to answer her complaint.
  
  Respectfully,
  ******, Customer Relations

  I.BASIS FOR COVERAGE
  We agree to pay the covered costs to repair or replace the Items listed as covered on your Agreement Coverage Summary (Covered Items) if any such Covered Items become inoperable during the term of this Agreement due to mechanical failure caused by routine wear and tear, subject to the terms and conditions of this Agreement. Determination of coverage for any claim will be made solely by us, considering, without limitation our independent service contractors diagnosis. We reserve the right, at our option, to replace Covered Items rather than repair them. The definitions of the specific Items that *** be listed on your Agreement Coverage Summary as covered, as well as other limitations on coverage and other terms and conditions, are listed below.
  This Agreement covers only mechanical failures relating to the mechanical parts and components of those domestic-grade Covered Items that were in the home and in proper operating condition on the Agreement effective date.Domestic-grade items are those that were designed and/or designated by the manufacturer, manufactured and marketed solely for installation and use in a residential single family dwelling. Mechanical failure occurs when a Covered Item becomes inoperable and unable to perform its designed function, subject to the limitations and conditions set forth herein. Mechanical failure is not covered if it is due to lack of routine care and maintenance or misuse. We will cover a pre-existing mechanical failure provided the failure could not have been detected by visual inspection or simple mechanical test prior to the effective date of the Agreement. A visual inspection of the Covered Items is considered to mean the viewing of an Item to verify that it appears structurally intact and without damage or missing parts that would indicate inoperability. A simple mechanical test means the ability to turn the unit off and on verifying the Item operates without irregular sounds or smoke that *** indicate a problem. In certain instances, we *** require documentation from you during a claim review.
  Mechanical failure of kitchen/laundry appliances, air conditioning system and heating system due to rust and corrosion is not covered, unless such failure occurs after the Agreement effective date. The Covered Items will be deemed to have been in proper operating condition on the Agreement effective date if it was correctly located within the home, was properly installed to code at the time of installation, was fully connected, was capable of successfully performing all operations commensurate with the manufacturers original design intention, and did not pose any hazard to life or property.Determination of the operating condition as of Agreement effective date, and the nature of any failure, will be made by us based upon the professional opinion of our direct employees, considering, without limitation, our independent service contractors diagnosis.

  Customer Answer

  Date: 08/14/2022

  
  Complaint: 17648348
  
  I am rejecting this response because:
  If the problem was preexisting as you claim, why would I have not claimed them while I did have the insurance the previous entire year? 
  
  Second, my insurance had lapsed since the year was over. I did not cancel it. It just ran up. I did not receive any notifications about its impending close. I ended up reinstating it an then mistakenly cancelled it by clicking something in error on the site. At that poin the representative told me I cant continue with my previous plan because it was over 30 days since it lapsed. So he said to start a new policy. During this time my ACs were not functioning so I waited for the start date and claimed them  
  

  I dont see any reason why this would be called preexisting as I had been using the warranty for over a year with just a small gap of time in between policies. 
  

  would you have felt better if I claimed it one day after the start date? One week? One month? This is bias!
  
  Sincerely,
  
  *******************************

  
  

  

  Business Response

  Date: 08/25/2022

  We received Ms. ********** response and regret that she disagrees with our decision on her claim. As she stated in her own response to this complaint, her units stopped functioning prior to the effective date of her coverage and therefore do not qualify for coverage under the agreement. The agreement does not provide coverage for any items which were already failing prior to coverage.
  
  Ms. ********** statement that she reinstated her warranty and then mistakenly cancelled it by clicking something in error on the sitedoes not match the documentation on her file, or recorded calls which show that she spoke with an agent. Although she did have a previous contract with Cinch,her previous coverage had expired, and the renewal had been cancelled more than 30 days prior to her request to start a new policy. Her previous coverage has no bearing on whether a new claim would qualify for coverage.  
  
  As stated in our previous response, her claims will not qualify for coverage under the warranty and we consider this matter closed.
  
  Respectfully,
  ******, Customer Relations 

• Initial Complaint

  Date:07/30/2022

  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.

  Initiated process with System Protect representative to have a plumber to check my water heater that was leaking water on June 3. Paid my service fee of $110 on that same day. A plumber from All Star Plumbing came to my home on 6 June, mentioned that his company would have to place a service request to replace my 24 year old water heater. I called System Protect on 8 June to verify that service order was placed. I received a order # that day SCCQ62EC83AF that would allow All Star Plumbing to replace my water heater. Called back on numerous times during June and July (at least 15 times) regarding the urgency of the service because my water heater is continually leaking water on my basement floor. During the 2 months I have not received a call back or update on service status. This has been disappointing especially for someone who serve his country proudly (In the Army 20 years) and continues to serve within the DoD. Its shameful how some businesses that reside in the USA treat their customers that they service. Please note when I was able to speak with a customer ********************** rep, (5 times) sometimes waiting for an hour on hold, no one has given me the confidence that something would happen. Seems that I was receiving a response read from a company customer ********************** response sheet. This has been one of the worse experiences dealing with a business. Seem the more we move into quote the new age of technology the worse some businesses have gotten.

  

  Business Response

  Date: 08/12/2022

  We are in receipt of Mr. ****** complaint and regret the claim for his water heater has left him frustrated. We aim to provide prompt claim resolutions and in this instance we did not meet our objective.
  
  Our records indicate we approved the replacement of the water heater and the equipment order was submitted. The service provider was unable to pick up the equipment in a timely manner causing the first order to cancel cuasing a delay.A second order was requested and the equipment was received by the service provider. We confirmed with the service partner the work has been completed as of August 1st. We reached out to ************** on August 12th,to verify this information and address his concerns 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.
  
  Sincerely,
  *********,Customer Relations 

• Initial Complaint

  Date:07/30/2022

  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 filed a claim on our broken ** unit on May 24th with a $160 deposit. A technician from ******* mechanical was sent to our house on May 26th who said the issue was the furnace. The furnace was not replaced until June 21. Cinch contacted me and said that the furnace would not be covered in full due to modifications that needed done. Per Cinch, I owed $725 to ******* mechanical. The day the furnace was put in, I was charged $1000 and ******* stated that I would have to reach out to Cinch to provide reasoning for the increase in price. We are still unsure why we were charged an extra $275. After a week of having the furnace the ** was not working and the house was 80 degrees. On July 3rd, I contacted ******* Mechanical to inform them the ** was not working. ******* Mechanical instructed me to contact Cinch. On July 6th, ******* Mechanical came back to our house and said the ** would need to be replaced. Cinch contacted me on July 7th and stated a new claim would need to be made since its a different unit being worked on. I explained that my original claim made on May 24th was due to the ** being broken and that issue has still not been resolved but they stated they would not put the claim through unless I paid a new deposit. Another $160 deposit was paid on July 8th. On July 13th, I received an email from Cinch stating the claim was denied due to the ** unit being modified- "the door off of the furnace and capacitor laying on ground" per the technician that came to the house. Our ** unit was the system needing fixed. I made multiple calls to customer ********************** and sat on hold for hours without any resolution. I have asked to appeal the denial and for photo proof of our unit being modified without receiving either of those things. We had not had ** since May 24th, with temperatures up to 89 degrees in the house. We paid to put an ** in ourselves due to the temperature of the house being a health hazard.

  

  Business Response

  Date: 08/12/2022

  We appreciate the opportunity to review the complaint *********** has submitted on the work order for her air conditioner.  We recognize that the outcome was not what she expected and appreciate the opportunity to provide clarification.
  
  A work order was processed on May 24th for the air conditioner not working.  The technician discovered the failure was with the furnace.  The technician documented his observations as Blower control board has gone bad Relay did not turn blower on and unit froze up Water damaged blower motor Blower wheel housing is loose and held in place by shims Burner box is full of rust This furnace is beyond repair at this time. We have replaced the furnace and the air conditioner was operational when the technicians left the home.  ************ processed a recall on July 5th for the furnace.   
  
  Our technician returned to the home on July 7th and determined the issue was with the air conditioner not the furnace. Our technicians found the condenser was taken apart and was informed someone else had diagnosed the unit stating it needed to be replaced.  The technician found the electrical compartment open and wet with all the wires removed from the capacitor and the capacitor on the ground, as well as screws were missing not securing the top.  The compressor insulator cap was off,and the fuse plug was exposed.  Our technician was not able to properly diagnose the system in its current state.  The policy does not address systems in the home that have been modified from the manufacturers original design.  The provider did provide photos of the condensing unit to support his findings.
  
  We appreciate the opportunity to address her complaint.
  
  Sincerely,
  ****, Customer Relations
  

• Initial Complaint

  Date:07/30/2022

  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.

  Air conditioning system quit July 7, 2022. Called Total Protect, Chinch Home Services. Put on hold with no choice but to wait. Tried this method several days To no avail We are located in the Deep South and have been experiencing record high temps. Tried to call Adjustable Heating and Air. We had used them before as per Cinchs direction. Unable to get in touch with them. In desperation called another company ( ******** Heating and Air LLC ). They were very prompt in returning my call and gave me an estimate. They determined my system was not repairable and needed to be replaced. ( System is 23 years old) no longer available.They came out July 11,2022 and installed new system.After continued searching, finally found a number where I could leave a callback number. After waiting several hours ,got a call and related my problem and requested some reimbursement. I was told without filing a claim they( Cinch) they would not give any reimbursement. I requested to talk to a supervisor. I was told they could not transfer me. I explained that I could not place a claim because they would no answer my call. This had no effect and rudely said they could not help me.Have had this contract since ****. After paying monthly since then , I feel like they owe me some the money I have paid them all this time to help cover this expense.

  

  Business Response

  Date: 08/12/2022

  We are in receipt of **************** complaint and apologize for the frustration she experienced when calling in to request service for her air conditioning system. Due to an increase in call volume, we have had extended hold times. We recognize the urgency of having adequate cooling in the home and regret any inconvenience caused.  ************** had her system replaced outside the warranty and is requesting reimbursement for these costs. Her policy specifically states we are not liable for any costs incurred outside the warranty without our prior consent. In this case. Ms. ************ choice to have the unit replaced outside the agreement is considered unauthorized work and will not be reimbursed.
  
  We appreciate the opportunity to review her case.
  
  Respectfully,
  *********, Customer Relations
  

  Customer Answer

  Date: 08/13/2022

   
  Complaint: 17647705
  
  I am rejecting this response because:

  Your reply was bogus in respect that numerous calls were made within a three day period with no attempt to contact us.

  The first call I held over an HOUR. That is unacceptable! In accordance to the agreement, you offer 24 hour service. This was not provided when needed. Therefore you are in breach of agreement.

  I have been a customer over twenty years ! During that time, the few times I have used you, you employed service people that were from out of state,did not have knowledge of local codes, did inferior work. When trying to contact them their number was disconnected and or have gone out of business. At one point your customer ********************** could not provide a contractor to meet my needs.

  As a long time customer I feel like I have not gotten my moneys worth for the amount that I have paid to you. 

  Just because I could not contact you to file a claim should no have any bearing on the fact that I had to find my own contractor. I feel like I am due to at, least half of the cost I had to pay out of pocket.

  I do not want to take legal action if you cannot do the right thing.

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

  

  Business Response

  Date: 08/25/2022

  We are in receipt of **************** response and recognize she remains unsatisfied with her warranty experience. After further review of the circumstances surrounding her claim,we will agree to review the paid invoice for the work she had completed in consideration of a reimbursement for any covered costs.

  
  We reached out to ************** on August 25th to obtain the invoice but we were unsuccessful in reaching her. A detailed voicemail message was left for her and email correspondence was sent to her to ensure we make contact.

  
  We will make another attempt to speak with her regarding this concern.

  
  Sincerely,
  *********, Customer Relations 

• Initial Complaint

  Date:07/29/2022

  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 filed a claim on 7/1/22 to have an emergent plumbing issue dealt with. The plumbing service that was assigned (Murrays plumbing) was not available over the weekend and did not schedule an appointment until 7/4/22. Even worse the work was scheduled to occur two additional days later on 7/6/22, almost an entire week later. Whats worse is that I called cinch customer ********************** line several times with no answer. I then tried to submit a question online and was met with an error message. The company then contacted me to let me know I would not be reimbursed for hiring an outside service and I did not receive the refund for my deductible. Yet I see today that the service was allegedly completed 7/26/22 by another company and the service request has been fulfilled. This is fraudulent as this company never came to my home to provide any services and the company already acknowledged I would not be reimbursed.

  

  Business Response

  Date: 08/12/2022

  We have received Ms. ********** complaint and understand the urgency of having a claim addressed. We regret that we were not there in her time of need, and while we do not address claims for unauthorized work, we also understand that certain circumstances necessitate further consideration.In this instance, as a good faith effort to resolve her complaint, we are reimbursing the full cost of the invoice she submitted. She can expect to receive her check no later than August 28th.
  
  Respectfully,
  ****, 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,
  
  *****************************

• Initial Complaint

  Date:07/29/2022

  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.

  This is regarding Service Order SCCQ62F0DB3D. The A/C has not been working till July 25, 2022 when we filed the claim. The service technician visited our home and said that the compressor needs to be replaced for the A/C system. It is more than 104 degrees and there are small children at home. The wait times are long and I have called several times to find out if the parts are even available and if there was an ETA on when they will come, and no one seems to even know and have been getting evasive responses that I will be contacted with they have a status update. I have paid for the service for several years and am a loyal customer, and when I file a claim would expect a prompt response and resolution. Need help in getting my A/C fixed please, its urgent as it is so hot. Thanks!

  

  Business Response

  Date: 08/12/2022

  We have received Mr. ******** complaint and apologize for the delay in resolving the claim for his air conditioner. Please know we would never intentionally delay a claim resolution and regret the inconvenience.  Since the submission of his complaint, the service provider has been out to the home and added refrigerant to his unit, and we have received no further contact from ****************** since that time.
  
  We attempted to reach ****************** on August 12th but we were not successful in reaching him. We left him a voicemail message with our direct contact in the event he would like to reach back out to us.
  
  We appreciate the opportunity to review his case.
  
  Respectfully,
  ****, Customer Relations

• Initial Complaint

  Date:07/29/2022

  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 contacted Cinch about a split AC unit not working in my home under warranty. They sent a few companies, one being J&S heating and cooling. The 2 other companies said we needed immediate replacement and J&S continued to come and "fill with coolant" while the company that came after said that's a scam because the unit itself is broken. I have them on my ring doorbell admitting to the scam and refusing to come in and see that it is still not cooling. I have since reported both Cinch to the ******* Board of consumer affairs and J&S to the ** board of consumer affairs. It is clear Cinch prefers them because they deny clearly broken requests in lieu of scamming to get a $500 coolant fee each time they come out. That way the company gets $500 for doing nothing and Cinch does not have to replace my AC, in THE SUMMER MONTHS WHERE IT IS OVER 120 DEGREES IN MY HOUSE!!! I have small children! I am seriously considering a lawsuit against both companies but mainly Cinch because they are in breach of contract. The last company they sent from ******** said I need a replacement and he will send in to Cinch. THEN CINCH SAID J&S HAS TO COME OUT AGAIN???!!! FOR WHAT?!!! REPLACE MY GOD **** HVAC UNIT CINCH!

  

  Business Response

  Date: 08/12/2022

  We have received **************** complaint and regret the frustration he has experienced in resolving the claim for his air conditioning system. His claim is currently under further review to determine the next steps. On August 12th we reached out to ************** directly by phone but were unsuccessful in speaking with him, and were unable to leave a voicemail message. We sent an email to follow up and let him know we will remain in contact until this matter is resolved.
  
  Respectfully,
  *******, Customer Relations 

  Customer Answer

  Date: 08/15/2022

   
  Complaint: 17642353
  
  I am rejecting this response because:
  I called back and spoke with Cinch customer ********************** on the 12th who said J&S that had just come back earlier in the week and said we need a new system has to come back again for the 10th time to see what's wrong with my unit... When they also admitted on the phone J&S has noted the unit is broken and has no pressure etc. Cinch is clearly in breach of contract here, grasping at straws to get out of fixing my broken AC unit.
  Sincerely,
  
  *******************

  

  Business Response

  Date: 08/26/2022

  We have received **************** response. We have approved to replace the evaporator coil in his upstairs air conditioner. **************** warranty specifically addresses the covered items for mechanical failures due to normal wear and tear. The technician who assessed both units advised that there was no mechanical failure detected with the air conditioner that services the downstairs portion of his home. ************** has been working closely with a case manager to resolve this matter, and we will follow up to ensure the failed air conditioner is restored to full functionality.
  
  We appreciate the opportunity to further address his complaint.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 08/30/2022

   
  Complaint: 17642353
  
  I am rejecting this response because:
  The downstairs unit is brand new and double the size of the unit your technician, J&S, had been checking out for the past 6 months so I hold some doubt they checked the wrong unit. Especially since I have filmed them on multiple occasions working only on my upstairs unit. I even have them on ring doorbell speaking about my upstairs unit so thats an interesting lie youre coming up with to refuse payout. Another thing, my entire condenser is no longer working due to wear and tear and that has been the conclusion from over 3 other technicians that have come to my property. My neighbor is literally an owner of an HVAC company and came personally to my house to take a look and his report is completely different from the conclusions J&S and Cinch have come up with. Further I have recorded phone calls with J&S where they are saying something totally different from what Cinch is claiming. Theyre claiming youre calling them and making them change the story so you dont have to cover my claim. Lets not pretend Cinch isnt facing multiple lawsuits for not holding up their end of the contract. 
  Sincerely,
  
  *******************

  

  Business Response

  Date: 09/02/2022

  We are in receipt of **************** response. Upon further review, we have made the decision to cover the condenser as well. We called him on September 2nd to further address his concerns and provide him with this update. We were not successful in reaching him and left a voicemail message. Currently we are researching a comparable replacement condenser and he will receive an update once this finalized.
  
  Respectfully,  
  ******, Customer Relations 

• Initial Complaint

  Date:07/29/2022

  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.

  This complaint formally names Systems Protect Home Warranty, Cinch ****************** Home Services.An appointment that was scheduled by ***** for a full replacement on my AC unit 07/27/2022, never happened. The ***** tech waited until 07/22/2022 to report the problem to Cinch. This is where the problem starts... He should have placed that request on Monday 07/18. But he didn't according to my conversations with Cinch. He waited 4 business days after my initial service call to submit authorization to Cinch. I come to find this out on the day of the appointment. The day 07/27/2022 when I thought I was getting a new unit. I called Cinch and now Cinch is the problem. According to my conversations with the ***** rep he did submit a full and spot on report on the **** unit , gave Cinch pricing and requested authorization. I called Cinch authorizations on 07/27/2022 to see what the issues were. They stated and have stated repeatedly that the one and only thing that's holding up the authorization up is to find out how much freon the unit is holding. Which is an odd request given the lengthy report from the tech stating the **** unit is over 15 years old and the compressor is simply not working.According to Cinch , this gentlemen by the name of *** who is a Cinch employee and the ***** liaison is the only induvial who can make the call on the replacement. The only problem is that *** is not in the office and they do not know when he will be back. I doubt he's the only one he can make this call but that's the lie they're feeding me now. All this time ... here in ***** waiting patiently on my unit to be fixed or replaced. From 07/13/2022 when the original claim was filled via Systems Protect until today , 07/29/2022 no one can seem to help a paying customer resolve an issue. ******************** Please help as we cannot get Cinch to provide an answer for us. Cinch job # sccq72fa1fc31

  

  Business Response

  Date: 08/12/2022

  We have received and reviewed the complaint that ****************** submitted regarding his experience for his air conditioner work order.  We regret ****************** has experienced delays in receiving information on the status of his work order.  The provider went out on July 22nd and determined the system needed to be replaced due to the compressor seizing and the evaporator coil leaking.  ****************** accepted the claim credit to have the system replaced through an out of network provider.  We have refunded the deductible and the surcharge due to the delays in obtaining authorization for the replacement. It is our goal to provide service in a timely manner.
  
  We are grateful we have had the opportunity to assist ****************** with his complaint.
  
  
  Sincerely,
  ****, Customer Relations

  Customer Answer

  Date: 08/12/2022

   
  Complaint: 17641890
  
  I am rejecting this response because: I spoke to their representative who handles their BBB complaints on 08/11/2022 @ 3:48 pm CST. Phn # **********. She stated she was looking into the matter for me as I was also owed money due to purchasing two portable AC units for their lack of response time. Stated it was an emergency and their emergency division was going to reimburse me for that. She promised me a call back today on 08/12/2022 with a response to that and also a response to them owing me more money for the claim. At the time I had accepted the claim credit I was desperate and had no other choice due to their unresponsiveness.I had to take what they would give me although unfair but something was better than their month of nothing and waiting.  The rep I spoke to stated she was going to talk to accounting and get back to me today, We are now 4:03pm CST and no response or call from her about the reimbursement for portable ac units or the fact that I was low balled and more money is owed to me to replace a whole house unit. $2200 doesn't begin to pay the labor ...... please advise. Thank you 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/25/2022

  We have reviewed the complaint submitted by ****************** regarding his reimbursement amount for the air conditioning replacement. We spoke with ****************** on August 25th and advised the amount of the claim credit is based off of our cost with a mark up to match retail cost of the equipment. 
  
  ****************** has agreed to email me his receipts for the portable units he has purchased for a reimbursement of the allotted amount. We appreciate the opportunity to address ******************** concerns.
  
  Sincerely,
  ****, Customer Relations
  

• Initial Complaint

  Date:07/29/2022

  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 in a claim on 6.24.22 my hot water tank was leaking and my main bathroom sink clogged. When I made the claim they sent out a company advance plumbing who attempted to price gauge me on several additions that were not required to repair or replace my machine. They asked for a additional $599 on top of the $135 I spent on the deductible. I asked for an itemized spreadsheet of the items they were trying to add on showing what each part and price was. The company sent me a text message which I thought to be very unprofessional. When I finally received this list in a email I looked into each item upon my research I found that they nearly tripled the price of each item they wanted to add on as an addition. I reached out to my home warranty company and explained that I didn't feel comfortable with this company due to the excessive expenses they attempted to add on. They then informed me that they would send out another company called Keepe and that they didn't have a contact number to confirm any appointments, I stayed home waiting for them to contact me or show up for the appointment and they NEVER arrived. I called my company again and they said they would reach out but this employee gave me a number for Keepe. They still never came out and closed the ticket saying they couldn't contact me. Now my hot water tank burst and water was everywhere in my basement I had to call 911 to send the fire **** out to shut of the water line and stop the water from flooding into the basement. I called my company again and explained what happened they sent me another company and number. Each time I attempt to contact this company they deny the call and text me they will call me back.

  

  Business Response

  Date: 08/11/2022

  We reviewed the complaint submitted into the Better Business Bureau regarding ********************** experience with her water heater work order.  ******************** was originally serviced by ********************* on June 27th and was approved for a replacement on the same day.  The work order was sent to research and was available for our provider to pick up the water heater on June 29th.
  
  ******************** was notified of the modifications and upgrades that were required to support the new equipment and the cost involved of $599.00 would be her responsibility.  The policy does not cover modifications or upgrades due to code regulations when replacing a system or appliance.  ******************** disagreed with the costs and requested a different provider.  Her only other option would have been the claim credit at our cost to replace the water heater through an outside vendor. ******************** did get reassigned to another provider which started the process over from the beginning, which inevitably resulted in delays. Unfortunately, the provider she was reassigned to did not reach out to her and closed the job out.   It appears due to the delays ******************** has stated that the water heater burst and caused property damage in her basement. The policy does not cover consequential damage to the home that is caused by a failure.
  
  We have assigned ******************** to another provider that has gone to the home and will submit the full-service report to our department for expedited processing.  We spoke with the provider today August 11th and he was in the field and submit the report this evening.
  
  We look forward to assisting ******************* until resolution.
  
  
  Sincerely,
  ****, Customer Relations
  

  Customer Answer

  Date: 08/12/2022

   
  Complaint: 17641865
  
  I am rejecting this response because:
  I am still without hot water and have no end date in site. Yes I spoke with ****, but this did not resolve the issues of water damage nor do I have a date and time set up for a new installation. I understand that the policy wasn't done correctly so it causing delays but how am I as the loyal consumer being compensated for all of the troubles this has caused. They should either pay for the damage to my floors or have someone come out and install everything without me being charged for anything out of pocket. 
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 08/25/2022

  We have received the rebuttal ******************** has submitted for her water heater work order. As of August 22nd the water heater will be ready for pick up.  We have sent an email to ******************** on August 23rd with the information advising the provider will reach out to schedule the install once he picks up the equipment. 
  
  We understand the frustrations with delays when there is a failure with an important system in the home.  The warranty did have a provider that was able to install the water heater within a timely manner which was declined by ******************** due to the modification costs she disagreed with.  We did approve the work order to be reassigned to another provider with the understanding the process would start over causing unnecessary delays.  We regret the delays also caused the water heater to burst and cause property damage.  We have discussed this with ******************** and reviewed the policy does not cover consequential damage due to a covered failure.
  
  We appreciate the opportunity to address ******************** concerns.
  
  Sincerely,
  ****, Customer Relations

• Initial Complaint

  Date:07/28/2022

  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 have been without ** service s***e mid-summer of 2021. In 2021 I paid my $100 deductible and a tech came to my home. The ** unit was diagnosed, parts were ordered and "due to covid" the parts were taking longer than usual to come in, my Unit was never fixed. By now it's late fall and then winter. In June, 2022 I called the Warranty ro remind them that we still had a pending repair because now it is Summer again. They refused to send anyone out unless I paid the $100 deductible a second time and initiated the process all over again. I reluctantly paid the deductible as I need this repair done ASAP; I live in the High Desert and temperatures are very high, above 100 degrees daily. A technician came out on June 29th, 2022 and ordered the part (the compressor). S***e then, appointments are scheduled and no one shows up. We have been scheduled for 7/7/22, rescheduled for 7/19/22, rescheduled for 7/26/22 am & pm, rescheduled for 7/28/22 & now rescheduled for 8/2/22 without ANY explanation. My husband or I are taking days off work. When tech doesn't show for these appointments, it takes an average of 2 hrs+ each time to get through to HomeSure Protection of CA, *** ****** Home Warranty powered by Cinch) to ask what the problem is. We have paid our monthly premium for years and now, we feel that the warranty should hold up their end of the contract. We need this ** fixed. My family and I pray that you can help us. Policy/Contract Number: ********

  

  Business Response

  Date: 08/11/2022

  We appreciate the opportunity to assist ************** with her complaint on the service she received for her air conditioning work order.  We deeply regret the experience ************** has had was not a positive one.  We aim to provide service and resolution in a timely manner and fell short of this goal for **************.  ************** originally processed a work order for her air conditioner in September 2021.  ************** experienced several delays with the equipment as well as missed and rescheduled appointments without prior notification.  The cooler weather approached, and ************** selected to wait for warmer weather before she pursued receiving the services she has paid for.
  
  ************** was charged another deductible to process a new work order since the previous order had been automatically cancelled.  ************** did pay the second deductible to receive service even though the deductible was paid, and services were not completed.
  
  We spoke with ************** today, August 11th and confirmed the repairs have been completed to her air conditioner.  We refunded the deductible due to the delays and inconvenience she experienced.
  
  Sincerely,
  ****, Customer Relations

  Customer Answer

  Date: 08/11/2022

   
  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,
  
  *****************