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:07/28/2022

  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 cinch ac warranty. Went online to make an appt because my unit stopped working. We have been under heat advisory and the best they could do was 3 days. I stayed in a hotel and had to miss work because I work from home. Finally a sears technician came switched out a part and told me my unit was working. The unit was not cooling and he went back out and came back said everything was working. I said no sir it is not cooling because it was over 90. He told me to give it an hr and call if I had issues. He then left. Did not go over anything with me and 30 minutes later I get emails saying I signed off and had signed docs that the job was done. I called the company and they told me he would be coming back. 2 hrs later I called them back and was told by cinch that I had to make another claim and could not explain to me why my signature was forged and the technician left me in extreme heat. I called the company and they gave me the name of a company I have never heard and told me to make my own appointment. I asked them if they would be covering the new hotel bill I would incur and was told no or my lost wages. I asked for a supervisor and was waiting on hold for almost 3 hrs and was told that they couldnt schedule an appointment and could not explain why my warranty was bridged and I had to miss more work, call to make my own appointment with another company and be put the cost of the hotel in extreme weather advisory when the technician they sent forged my signature on docs and left me in extreme heat. No answer I want answers and for the company to take responsibility for their negligence and my expenses that are being incurred and not to mention putting my life at riskIjust recovered from Covid I cant be in a house with extreme heat for health reasons. I waited over 3 hrs for a supervisor to tell me they were not able to do anything and I have to find someone myself. I am in disbelief that the warranty is that I pay monthly is not being honored

  

  Business Response

  Date: 08/11/2022

  We are in receipt of ****************** complaint and understand that it can be upsetting to learn a claim does not qualify for coverage under the terms of the warranty agreement. As with any plan of this sort, there are terms and conditions which outline how coverage is applied, and the expectation is set that there are certain parts, components and/or conditions which do not qualify for coverage. In order for an item to be addressed by the warranty, it must suffer a mechanical failure due to normal wear and tear. In the case of ****************** straight cool system, our in-network provider assessed that the unit is working as it is designed. The provider also noted that in extreme heats the system operates with a 20 degree split.
  
  The complaint for **************** also mentions that she would like compensation for the nights that she spent in a hotel and for lost wages.The contract that she currently holds notes that loss of income, additional living expenses, and/or any loss, damage is not covered. I have attached the provision below for her to review.
  
  On August 11th we reached out to her but we were unsuccessful in reaching her. We left her a voicemail message with our direct contact information in the event that she would like to speak to us directly.We also sent her a detailed email in regards to the claim information.
  
  Respectfully,
  ****, Customer Relations
  
  V. GENERAL EXCLUSIONS AND LIMITATIONS
  13. This Agreement does not cover any incidental,consequential, special, and/or punitive damages, and you agree to waive any and all claims for such damages, arising from, resulting from and/or related to the failure of any item or system, including, but not limited to, food spoilage,loss of income, additional living expenses, and/or any loss, damage, cost or expense directly or indirectly arising out of or resulting from, or in any manner related to mold, mildew, mycotoxins, fungus, bacteria, viruses,condensation, wet or dry rot and/or other property damage

  Customer Answer

  Date: 08/11/2022

   
  Complaint: 17639918
  
  I am rejecting this response because:
  I was never given an answer as to why the ***** representative they sent to my home chose to leave and forge my name on documents stating I signed off on the job being done after I had asked for him to stay to make sure the unit was working because it wasnt cooling.  I know what my contract covers and I feel given the situation the company should have done the right thing.  I paid ****** for the ***** guy to come and leave without making sure the unit was working and again forging my name to documents saying I signed off on the job.  I understand this company does not care about its customers and for me not to even offer an apology for people they sent to homes that are dishonest tells me that this is a company I will not be supporting.  I received an email from the company telling me what wasnt covered and nowhere in that warranty does it say that I am going to be sent a dishonest rep that was going to leave before making sure everything worked and took it upon himself to forge my name to documents.  I am beyond disgusted by the events that took place and at this time I dont feel that the company will resolve this issue. 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/24/2022

  We received ****************** rebuttal and sincerely regret that she had an disappointing experience with the service partner which serviced her claim. Each provider which is sent to our customers home is independently licensed and insured and responsible for their own work and actions. We do apologize for any frustration or inconvenience **************** experienced during the claim and would never intentionally assign any service partner we feel is untrustworthy to one of our customers claims. In this instance, we have provided ****************** feedback to our service network manager, and to the service partner directly for review and proper handling.
  
  **************** was also provided reimbursement of the $125 service call fee she paid for service on her claim as a good faith gesture. She should receive the refund back to the card it was paid from within 3 to 5 business days.
  
  We appreciate the opportunity to clarify our response.
  
  Respectfully,
  ****, Customer Relations

• Initial Complaint

  Date:07/28/2022

  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.

  At the end of June, we paid 75 dollar deductible to have **************************** come check our dryer which was broken. The technician determined it was not reparable and said **************************** would replace. We had not heard from ****** so three business days later, I called them and the customer ********************** representative said they would send us an email within ******************************************************* a claim refund. 24 hours went by, no email. I called again the next business day and was told the same thing. This occurred with 3 different customer ********************** reps where we were promised an email within 24 hours and never received it. On the fourth customer ********************** rep, they promised a supervisor would call us the next day. They did not. On the fifth customer ********************** rep I spoke to, they again promised a supervisor would call. On July 14, 2022 we spoke to a supervisor. The supervisor informed me that the technician needed to clarify his comments on the dryer which would happen by Monday July 18th. From there, it would he escalated to the ******************* and it would take them 24 hours to then escalate it to the ************** whereby it would take them ***** hours to send us an email. She said to expect the email by Thursday July 21. They never emailed us on the 21st as promised by the supervisor. It is now July 28th, a month after they came out, and they have not communicated as they promised on the phone. Their hold times are 2+ hours so I have to take that break from work when I call. They dont do anything that they promise. And they do say I promise. And then it never happens. We want our replacement dryer that they promised, we want them to communicate with us directly on the phone. They promised us these things and it was multiple people including 1 supervisor and numerous customer ********************** agents. We have been without a dryer for a month waiting for their promises.

  

  Business Response

  Date: 08/11/2022

  We have received Ms. ******* complaint and regret the amount of effort she has had to put forth in resolving the claim for her clothes dryer. Our records do show that more information was needed from the service company, however, due to the amount of time that has passed and, in an effort to resolve this matter, we are approving to replace her clothes dryer. On August 11th we spoke with Ms. ******* fianc and agreed to send an email with a list of information wed like to confirm about the existing dryer. Once we have set up her claim options, we will follow up on her decision and process it accordingly.
  
  We appreciate the opportunity to address her complaint.
  
  Respectfully,
  ****, 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.

  Service call on ** washing machine 7/16/22, technician serviced it 7/22/22. the service technician notified Cinch that it was 18 years old, motor needs replaced and parts not available anymore, can not be fixed. this was reported to cinch on 7/22/22. I did not receive a call or email from Cinch in response to the technicians service call. I called the service technicians office on 7/26/22 and they advised that it shows the claim was canceled on there end, company researching parts and they have not heard anything more from Cinch. I called the National Service Alliance and was told the same thing, waiting on Cinch. I looked up the status on Cinch's website about my service claim and its not even updated. It just says appointment confirmed. I finally was able to speak with a representative from Cinch (after 59 minute wait) and was advised that there are no parts available and its being investigated by their claims and process area. The Cinch rep had no idea how long this would take for me to get a resolution. I asked to speak to a manager and was advised there is no one else to speak with. I have been a loyal customer to ********************** for several years and I can't understand why it is taking this long for a resolution for my ** washing machine. Why am I being penalized by Cinch, I can not do my laundry do to their lack of customer **********************, not to mention the extra money I am spending using a laundromat. Please help to get this resolved. It appears that all the other claims on the BBB site are very similar. Maybe this company needs to be investigated for fraud.

  

  Business Response

  Date: 08/11/2022

  We received Ms. *********** complaint and regret the claim for her clothes washer has left her frustrated. We aim to provide a hassle-free claims and replacement process and in this instance we did not meet our objective. Upon review of her account we found the technician recommended a replacement clothes washer due to the multiple failures to the unit. Unfortunately, this was not sent to our research department properly which attributed to the delay Ms. ********** experienced.
  Since the submission of her complaint we have presented Ms. ********** with a comparable replacement clothes washer or a cash buyout to use towards the purchase and installation of her choice. We spoke with her on August 11th and are currently awaiting her claims decision. We will be glad to process her request once a decision has been made.
  
  We appreciate the opportunity to review her case.
  
  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,
  
  *************************

• Initial Complaint

  Date:07/28/2022

  Type:Order 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.

  Contract is not being honored in a timely and honorable manner to fix appliances or replace them which was what they stated. I tried cancelling service with them for non compliance and they stated they can not.

  

  Business Response

  Date: 08/11/2022

  
  
  We received Ms. ****** complaint and regret the claim for her refrigerator has left her frustrated. We aim to provide prompt claim resolutions and in this instance we did not meet our objective.
  Our records indicate we approved replacement of the compressor in January 2022. Our warranties provide a 180-day workmanship guarantee should a previously repaired item fail again in this time frame no new fee would be due. On June 27th ************* advised us she is experiencing the same issues and a recall request was submitted and when the technician arrived at the home, they did not find a failure with the refrigerator and the claim was closed out. On July 25th,************** contacted us again to advise her refrigerator is still not cooling properly and a recall visit was scheduled for August 22nd.  The decision to repair or replace is at our sole discretion and is based on the service report submitted to us by the elected service provider. We are unable to determine coverage without a service report on file.
  
  Ms.****** warranty is specific regarding cancellation of the contract prior to the annual expiration date. Should she chose to cancel her policy prior to the annual renewal date, she will be responsible for the lesser of the two, either the amount paid out or the remaining premium payments due. ************** is not entitled to cancel without penalty. We spoke with ************** on August 11th and addressed her concerns.
  
  We appreciate the opportunity to review her case.
  
  Respectfully,
  *********,Customer Relations
  

  Customer Answer

  Date: 08/12/2022

   
  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. They did cancel my contract without fees.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:07/27/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted ***** to service my kenmore eliete in November 2021 as the fridge would not stay cool. Service tech was able to fix the appliance and encourage I purchase a home warranty. Contract #******** costing $49.99 per month. Effective date 12/05/2021 annual claim limit $50,000. By March refrigerator was again not staying cool. Same service tech came, ordered parts and returned in April for service. He stated refrigerator was not fixable and we would hear from ***** in ***** hours for the replacement. Three days later I called ***** to inquire as no one had contacted us. We were told it would be another ***** hours. Over the next 3 months I called every couple of weeks of weeks. ************. Each phone call took a minimum of 30 minutes to speak with someone, never able to speak with a supervisor, always the same response, someone would contact us in ***** hours. We had to throw out hundreds of dollars in food and eventually went to buy a new appliance 5/22/22 at the cost of $2938.10. I am still paying the monthly fee as required. I am requesting coverage of the cost of the new appliance and to cancel the warranty/ monthly fee. Thank you

  

  Business Response

  Date: 08/10/2022

  We received **************** complaint and sincerely regret the amount of effort she put forth trying to resolve her refrigerator claim. In this instance, the delays and confusion were caused by the fact that our service partner did not report the diagnosis or status after the attempted repairs, and the claim was marked as completed in error. Since she should have been offered a comparable replacement unit or a cash allowance back when the service was rendered in May, we made the decision to offer her that option at this time.
  
  Although we understand that **************** reportedly already purchased a new refrigerator, we sent her an email notification offering her either a comparable replacement or a cash allowance based on our cost to deliver and install the unit offered. We also refunded her the deductible she paid for service on her refrigerator which will go back to the card on file within 3 to 5 business days.
  
  Once **************** notifies us of her decision, we will expedite processing her request.
  
  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,
  
  *************************

  Customer Answer

  Date: 09/12/2022

  Purchased a ***** appliance home warranty last fall. Refrigerator broke, repaired once, broke again with tech deeming it nonrepairable. Went several months without a fridge, run around from the warranty company. Contacted the bbb. Received a response from cinch august 10 stating congratulations we would be receiving $2,722.87 via check. I emailed them back September 1, 2022 and still have not received my check.

  

  Business Response

  Date: 09/21/2022

  We received ****************' response and regret any delay in receiving her check. She spoke with a member of our team on September 12th and we were able to complete the processing of her check. Our records show that she has now received her check and it has been presented for payment. 

  We appreciate the opportunity to further address her concerns.

  Sincerely,

  ******, Customer Relations

  Customer Answer

  Date: 09/21/2022

   
  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:07/27/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/11/22 we called ***** Home Warranty (our Plan ********) to request service for a non-working microwave and paid the $75.00 deductible and they confirmed an appointment to send a technician on 7/12/22 with order number ***************. Initially the technician Niles S (ID ******** said they had to order spare parts for the repair. On 7/12/22, the technician called me from phone ************ saying that he received authorization to replace the microwave and that I was going to be contacted by ***** Home Service. On 7/13/22, Cinch Home Services sent an email with a claim decision SCCQ72F9215D-2 indicating that they have chosen several options to replace the Kenmore Elite Microwave with a different Make/Model or for me to take a cash buyout of $454.67. I decided to take the replacement. On 7/19/22, Cinch Home Services sent an email indicating that on 7/22/22 the order was to be delivered and installed. On 7/19/22, CibiPro.com sent an email confirming Order CHS100086112 was approved to be deliverd to my home. On 7/19/22 Cinch Home Services sent an email confirming instalation on 7/22/22 of Product SKU: JVM7195SKSS. However, so far nobody has shown up to install the new microwave. They do not take the calls to ************** or to ************** after waiting for hours. Appreciate if BBB can help me to resolve the case and have the microwave installed as promised after paying for the maintenance contract for one year plus the $75.00 deductible. Thanks.

  

  Business Response

  Date: 08/10/2022

  We are in receipt of Ms. ********* complaint regarding the service job for her microwave. Our goal is to provide our customers with a hassle-free claims and replacement process and in this case, we did not deliver on our promise. When presented with the replacement options, Ms.  Montilva was provided with the estimated arrival date for the replacement, however, this is not a guaranteed delivery date.
  We spoke with the delivery company on August 10th and  they advised they attempted to reach ******************** on July 22nd and August 5th to schedule the delivery and installation but were unsuccessful in reaching her.
  We reached out to ******************** on August 10th to provide this information and address her concerns but we were unsuccessful in reaching her.A detailed voicemail message was left for her with our direct contact information should she wish to reach out to us directly. We will continue to follow up with her until this claim is fully resolved.
  
  Respectfully,
  *********,Customer Relations 

  Customer Answer

  Date: 08/12/2022

   
  Complaint: 17635166
  
  I am rejecting this response because:
  
  Today I called to Cinch Home Services because the credit offered to solve the issue has not been received.

  ********, from Cinch Home Services informed me that there was something wrong with my case but they would proceed with my claim and in 7 to 10 working days I should receive my check of $454.67 to close the issue. As soon as I get the check I would I inform you.

  Thanks for everything.

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

  Customer Answer

  Date: 09/13/2022

  Today I received a check regarding this complaint

• Initial Complaint

  Date:07/27/2022

  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.

  Purchased a ***** Home Warranty which covered all appliances, HVAC, and included semi annual preventative maintenance (coil cleaning, etc) services for free. After paying $50 per month since July 2021 for this coverage, I attempted to schedule our first preventative maintenance services for Refrigerator, dishwasher, washing machine and range hood. After 4 phone calls, each with wait times exceeding 20 minutes, I was told that they no longer provide preventative maintenance service for anything other than air conditioning and heating systems This information was shared after I was told during first call that I just needed to go online and submit a claim to schedule the preventative maintenance services for my appliances. After multiple attempts to find where to schedule this online, I was able to get a chat bot to give me another customer ********************** phone number to call. The 3rd person I spoke with gave me the ***** phone number and said that they had merged our ***** protection plans into Cinch plans and that must be the reason for the disconnect. That I needed to schedule service through *****. ***** agent said that they are not allowed to schedule any type of service covered now by their partnership with Cinch. I would like my promised, contracted and prepaid preventative maintenance services performed or the entire amount of fees Ive paid refunded for this annual contract. This feels very much like a bait and switch situation.

  

  Business Response

  Date: 08/10/2022

  We are in receipt of Ms. ********** complaint and regret her warranty experience has not lived up to her expectations. It is important to us that our customers are educated about the coverage and benefits their policy provides, which is why each customer is provided a copy of the contract upon enrollment into the plan. This information is also readily available through our online portal for easy access.
  As with all warranties, coverage is specific within the terms of the agreement.Ms. ********** plan does provide a yearly preventative maintenance benefit for both her air conditioner and furnace, however, it does not provide this benefit for the appliances and other systems in her home. While we do offer a plan that provides this benefit, ********************** is not currently enrolled in this plan.
  There are specific terms regarding the cancellation of the policy and ********************** is not entitled to cancel without penalty. We reached out to her on August 10th to address her concerns but we were unsuccessful in reaching her. We will make another attempt to reach her to address her concerns.
  
  Respectfully,
  *********,Customer Relations 

• Initial Complaint

  Date:07/27/2022

  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.

  Called the number to cancel a ***** Home Warranty. The agent stated that there would be a $109 cancellation fee, and when I replied that their contract didn't have any written cancellation fees and refused to pay anything additionally, she refused to help any further and would not transfer the call to a supervisor.

  

  Business Response

  Date: 08/10/2022

  We have received Mr. ****** complaint and are sorry to hear that he wishes to discontinue his plan. His request has been forwarded to leadership within our membership services department to address this matter directly.
  
  We regret the amount of effort he has put forth in getting this resolved and appreciate the opportunity to address his complaint.
  
  Respectfully,
  ****, Customer Relations 

• Initial Complaint

  Date:07/27/2022

  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.

  Made a service call for our central air July 13th. They made a appointment for July 18th and charged my credit card (******) but they were a no show. The appointment window was from 8:00 AM to 5:00 PM. I called the company to reschedule on July 19th. While we we were on the phone she cancelled the July 18th appointment. She said I should hear from someone in a couple days to set up another appointment. That never happened so I called back to see what I could do. They keep sending me to different people said they do not have anyone to give us the service that we paid for. We have been paying Cinch for years monthly payments for their warranty and they will not help me they just took my money. I would like my ****** dollars back for no service.

  

  Business Response

  Date: 08/10/2022

  We have reviewed Ms. ********* complaint and regret to hear of the amount of effort she has put forth in resolving the claim for her air conditioning system. Because her complaint specifically requested a refund of the deductible she paid, we have honored that as a one-time customer ********************** gesture and because shes not yet had service on this system. On August 10th we reached out to her by phone to confirm if she still needs service and to offer our assistance. We left a detailed voicemail message with our direct contact information in addition to sending an email message.
  
  We appreciate the opportunity to address her complaint.
  
  Respectfully,
  ****, Customer Relations 

• Initial Complaint

  Date:07/27/2022

  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 have yet to provide my home warranty services per the contractual agreement. I paid in full when obtained in October 2021. Upon filing the 1st service request they did not have vendors available and did not call back as promised to resolve the issue. After several calls, they finally had me do the work to find the vendor, take pics and etc to get the job done. Once all requested was complete they still claim to not receive the documents and stated to pay additional. A customer ********************** rep escalated the matter due to the erroneous Info I was given previously in order to delete this unexplained charge. Unfortunately, no follow up was received after several calls an emails and I ended up paying partial due to the delay ( almost 1.5 months). Recently as of July 15, I and my home management have been trying to get q service request done have gotten the run around. A rep ask for a credit card which is not protocol since I am paid in full and after confronted 48 hrs later they then proceeded and stated no vendors were available and will call back. No call was received and after calling back on July 26, 2022 and waiting for 2 hrs, a representative cut me off while explaining the issue, asked me to call back in the morning and hung up on me after asking for a manager, reference number and his name at 8:50 EST.

  

  Business Response

  Date: 08/10/2022

  We have received Ms. ******** complaint and completed a review of her account and our records. We would first like to clarify that the payment requested upon service initiation is to cover the deductible payment. Our records show that Ms. ******* had the work performed outside the warranty agreement,which does not qualify for coverage. Upon reviewing the situation in its entirety, we are willing as a one-time customer ********************** gesture to review documentation associated with the work she had completed in consideration of reimbursement. On August 10th we attempted to reach her by phone but were unsuccessful in speaking with her. We were also unable to leave a voicemail message. We sent a follow up email to let her know of our offer.While this is not a guarantee of coverage, it will be reviewed in accordance with the terms of her agreement.
  
  We appreciate the opportunity to address her complaint.
  
  Respectfully,
  ****, Customer Relations