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

  
• 

  Cross Country Home Services

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

• 

  Cross Country Home Services

  1520 E Greenville Street, Suite K Anderson, SC 29621

• 

  HMS HOME WARRANTY

  PO Box 843956 Dallas, TX 75284

• 

  Long & Foster Home Warranty

  P. O Box 843956 dallas, TX 75284

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

• Initial Complaint

  Date:07/27/2022

  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.

  On 6/9 I contacted Cinch due to a water valve break that is a covered loss under my current policy. I contacted customer ********************** to request a plumber for an active water leak. I paid a $160 deductible yet Cinch was unable to dispatch a plumber timely and I was authorized to find the first available plumber to stop the leak. I proactively asked for any limitations related to finding my own provider. None were provided. These are the notes taken that day: Contract number ********** ************ Service ID 6/9/***************** Water Valve Dispatch assignment to manager-approval to pick my own service vendor.Invoice must have:- ( ) Part that failed - ( ) Part number - ( ) Cause of failure Pay up front and submit for invoice reimbursement to cinch. Only labor and parts are covered - mechanical not structural.I contacted a local plumber who promptly came and did the repair. At that point, I submitted the invoice to Cinch for reimbursement. Days later, I received notice that the "valve replacement" (covered under contract) was not fully covered. I appealed the decision and spent numerous hours on the phone making my case. I was not notified of any labor and parts cost limitations. I have proof that I was not adequately advised of this. As you can see on invoices the amount they are willing to reimburse is WELL BELOW market standards in my area. I researched this and no plumbers charge prices so low for the emergency work required. I am seeking $841 reimbursement (not only my deductible which was paid back after I made a fuss) as opposed to $347 they want to pay me for the services provided. This is a difference of $494 due in addition to eligible reimbursement for access repair. This second claim reimbursement request was submitted today.

  

  Business Response

  Date: 08/10/2022

  We have had the opportunity to review the complaint submitted by ****************** regarding her reimbursement for work completed through an approved out-of-network provider. The typical process involved customers being sent detailed instructions on how to go about being reimbursed,as well as expectations on how reimbursement is calculated and that it may not be the full invoiced price. Although her invoiced amount would be considered excessive compared to the average retail cost of this type of work, we have honored the full amount based on the customer not receiving the proper guidelines. In addition, we have refunded the full benefit amount of $1000.00 for the rough finish coverage to cover the drywall that had to be removed for the repair.
  
  We regret ****************** did not have a favorable experience with utilizing and out of network provider but look forward to a smoother process in the future.
  
  
  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,
  
  *******************************

• Initial Complaint

  Date:07/26/2022

  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 to cover my entire house from unexpected issues, after purchasing my home warranty, I was placed on a probational period of 30 days before my plan takes effect, Shortly after my probational period, my AC unit stopped cooling as well as it has been. It has been an extremely hot summer, hotter than typical so I thought my unit was just overworked. After noticing this I setup an appointment with Cinch to come and inspect my unit and check for any necessary repairs. About 5-7 days later a technician that was assigned by Cinch came to check on my unit, by then the unit no longer cooled. The technician diagnosed the unit and the issues and determined the best course of action was to repair the unit. The technician DID NOT determine preexisting issues and just determined that its failure was from normal use. At first Cinch agreed to the repair and work to be done and completed. The technician said that they gave him a bit of a hard time but eventually agreed to having the work completed. They scheduled repair for July 28th 2022 and asked me to put a $1100 deposit. Which I did, I was informed that Cinch would provide the unit but I had to pay for the work (mind you, all this is suppose to be covered by the Sears+Cinch home warranty) but i still went on ahead and paid. Two days before the scheduled repair date, the technician that was assigned to complete the task said that Cinch has retracted on their agreement to complete the work citing that my policy was fairly new which has zero bases. My unit was functional and than it broke. If I buy car insurance and 1 min later get in a car accident, my insurance will cover me. Cinch is in the business of taking money from customers and hoping that either they do not file claims and in the event that a claim is filed they look for any reason to deny the claim. In my opinion this is a complete scam

  

  Business Response

  Date: 08/09/2022

  We have received Mr.******** ********* and regret the frustration he has experienced during the claim for his air conditioning system.  His policy went into effect on June 23rd and the work order was initiated on June 26th.  His policy covers items that were in the home and in proper working order on the Agreement effective date. Since his policy was only 4 days old, we found he was experiencing these failures prior to the start of his policy, and coverage was declined due to the failure being considered pre-existing to his coverage.
  
  We reached out to him on August 9th to speak to him about the claim decision, but we were unsuccessful in reaching him. We left him a voicemail message with our direct contact information should he wish to speak to us directly.
  
  ****************** has since cancelled the agreement and received a partial refund. We consider this matter closed.
  
  We appreciate the opportunity to answer his *********.
  
  Respectfully,
  ****, Customer Relations

  Customer Answer

  Date: 08/10/2022

   
  Complaint: 17627703
  
  I am rejecting this response because:

  First and foremost I purchased my policy in May and my policy did not take affect until June 23 as there was a 30 day period. The in house technician that was sent out by *****/ CINCH not by me BY THEM determined that the issue was NOT preexisting. It has been an abnormally hot summer and the only and since I am not an expert in this field and according to THEIR technician the system failed due to normal use. The technician said that CINCH was trying to find any outside reason to invalidate the claim but he told them on multiple occasions that based on his findings the unit did not fail prior to the coverage. Again it has been an abnormally HOT summer and this HOT summer started after my purchase of the coverage. **************************** initially agreed to the repair as it is covered by my policy, I paid the required deductible and addition fees a repair date was assigned and because my unit failed close to the effective date of my policy they rejected the claim. They did not reject it because I did not have coverage, they rejected it because it was close to the affective date which violates their terms and agreement for coverage, after all I was already 30+ days in since I initiated my plan and payed for it. There are multiple Home warranties that have an immediate coverage date without the 30 day waiting period. If 30+ days is not enough to be covered how many days after coverage does it take so **************************** does not violate their policy for coverage 60 days? 90 days? 180 days? Is **************************** set up to just take customers money and not expect to cover them when failure happens. Mind you, I carry home warranties for ************. My ***** home has coverage paid until ****. I went with ***** for my ********* home as I have had ***** home warranty before this CINCH partnership or whatever it is.  As for them reaching out, I called right back, left a voice mail and still waiting for a call back.

   

  To make this once again clear, THE SEARS/CINCH technician that was sent out BY **************************** says as the professional who diagnosed the issue, the unit failed normally and it was NOT preexisting and that in all his recorded conversations with CINCH he made that clear over and over. I as well have his statement saying that CINCH did not have a valid reason to deny the repair.  THIS WAS NOT MY TECHNICIAN saying this THIS IS THEIR technician. Again, go listen to the recorded conversations where CINCH tried to get him to MISLEAD his findings.

   

   

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

  

  Business Response

  Date: 08/19/2022

  We have received and reviewed Mr. ******** response. We are diligently working on investigating his claim, including speaking with the service technician more in-depth. We did speak to him on August 19th in regards to the claim status. We are committed to ensuring that our claim decision is within the terms and conditions of coverage along with keeping him informed of any changes.
  
  We will continue to follow up on this case until a resolution can be made.
  
  Respectfully,
  ****, Customer Relations

• Initial Complaint

  Date:07/26/2022

  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 open a claim (Service Order # SCCQ72F9D1C5) on July 12 for a fridge not cooling issue. This business cinch collected the delectable of $100. few days passes and i did not hear from them. So, i had to call them to send someone for the repairs. They sent someone and he determined it is sealed system issue and it is better off to replace the Frigidaire. Instead of replacement, cinch sent two additional repair men and they said the samething. Weeks passes and i am setting with bad fridge and i have kids who need to eat healthy food. The last call i did over the weekend, i stayed on hold for two hours and no one was able to help... i need a resolution there!!

  

  Business Response

  Date: 08/09/2022

  We have received Mr. ***muwaggats complaint and understand that it is upsetting when a claim is determined not to qualify for coverage under the terms of the warranty agreement. The warranty sets the expectation that our decision will be based on the diagnosis of the provider. The initial provider requested it be reassigned because they were not equipped to complete sealed system repairs, which are extensive. The service job was reassigned, and the most recent provider advised us that the failures were the direct result of poor maintenance, and that the condenser became clogged as a result of the refrigerator not being maintained. Mr. ***muwaggat's warranty specifically states that any failures attributable to improper maintenance does not qualify for coverage. In a good faith effort to resolve his complaint, we have agreed to send out a second opinion to ensure the right decision is made. On August 9th we spoke with Mr. ***muwaggat directly and will follow up until a final decision is reached.

  We appreciate the opportunity to address his complaint.
  
  Respectfully,
  ****, Customer Relations 

• Initial Complaint

  Date:07/26/2022

  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.

  It is impossible to reach a care agent. I spend a minimum of 1-hour every time I call and they are unable to help me. I had ********* out today on my deep freezer (Service Order # SCCQ52EA60B4). They said I need a sealed system replacement (Evaporator Coil, Dryer, Charging Port, and Freon). They estimated the repair cost to be around $500.00. Rather than doing a repair, I would like to get the cash equivalent on a replacement as the tech said it really wasn't wise to try to repair a 13-year old unit. They also ordered parts for my refrigerator which was a separate unit and separate claim (I want them to finish that job). The freezer is not working so I need a final outcome promptly.

  

  Business Response

  Date: 08/09/2022

  We have received Ms. ********* complaint and reviewed the claims for her freezer and refrigerator. On August 9th we left her a voicemail and sent an email message to advise of the cash payout of equal value to the repair of her deep freezer. Once she has accepted the payout, we will process her check which she will receive approximately **** business days from the day it is processed.The repair for her refrigerator is scheduled for August 18th and we will follow up to ensure that it is resolved.
  
  We appreciate the opportunity to address her complaint.
  
  Respectfully,
  Jasmine,Customer Relations 

• Initial Complaint

  Date:07/26/2022

  Type:Sales and Advertising 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.

  5/16/16 I had an air conditioning system installed. Used my home warranty service Cross Country home services. They recommended *******************, ****** **. They are out of business. Their number was ************. I trusted Criss Country did their due diligence to make sure ******************* did good work. Here I am 6 years later and one side of my house has air and the other side doesnt. I called another air conditioning service and the told me that the duct work was not done properly. Very shoddy work. The quote to repair duct work is $5800. I feel Cross Country Home Service should now be liable since they recommended the company to me. My file number with Cross Country is ******** and the warranty was under ************************* and *********************************. Their phone is ************. They had me on hold for 1 and a half hours before picking up the phone to say they cant do anything about this. I want them held responsible for recommending a crummy service. I spoke to ***** ********************** of ******************************************* Home. She was no help whatsoever.

  

  Business Response

  Date: 08/09/2022

  We received Ms. ******** complaint and regret to hear that she is having problems with her air conditioner, or cooling in her home due to problems with her duct work. In this instance, our records indicate that in June of 2015 we paid a licensed and insured service provider to replace her condensing unit and air handler under her active agreement. Her warranty agreement only paid for the equipment,refrigerant and labor to install the equipment. ****************** was required to pay out-of-pocket for necessary upgrades and modifications, and a permit for the work. Part of the non-covered charges were associated with code upgrades and modifications to her ductwork as needed. ****************** spoke with a member of our leadership department on October 3, 2015 who explained to her that she did not have to use ******************* to replace the crushed portions of ductwork she had in her home, and could use any licensed and insured technician to repair the damaged ductwork, but that the warranty would not cover it. That phone call with ****************** was our final discussion with her related to her air conditioner claim.
  
  ****************** went on to continue her coverage through May of 2016 when her claim for her clothes washer did not qualify for coverage and she made the decision to cancel her warranty agreement. At the time she chose to cancel her agreement, there had been no mention of any issues with her unit, and the 180 day workmanship guarantee her Total Protect warranty offered had expired. There is no active warranty for ***************** and we can provide no assistance to her for any issues she alleges were discovered 7 years after we paid for her air conditioner to be replaced.
  
  We consider this matter closed.
  
  Respectfully,
  ******, Customer Relations

  Customer Answer

  Date: 08/10/2022

   
  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:07/26/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had Cinch Home Warranty for approximately 6 months and have had to make multiple claims. The main issues I have had is plumbing and although Cinch claims to have service providers they did not have a plumber in my area. They made me find my own plumber and then resubmit the claims. They are absolutely horribly at communication. Once I had submitted my receipts and invoices, they are refusing to cover the cost of the labor to fix the issues. They claim they can purchase a ****** toilet tank bladder for $150 but that is absolutely impossible. There is also no plumbng company who only charges 1 hour for diagnosing and installing a toilet tank bladder. Every time you discuss the issue with a rep from Cinch, he or she tells you that you must speak with a different department and they would "be happy to transfer you." It is a scheme to wear you down so you will stop pursuing the reimbursement owed to the customer.

  

  Business Response

  Date: 08/09/2022

  We have received Mr. ******** complaint and reviewed the claim for his toilet. The invoice he submitted states that the toilet tank was also replaced at the same time the bladder inside the tank was replaced. The only failure identified was with the bladder due to a pinhole leak, therefore we would only cover the cost of the bladder itself and the labor time to install it. On August 9th we sent him a written email communication letting him know the reimbursement amount to which he is entitled. He can expect to receive his check no later than August 23rd.  He has since chosen to discontinue his plan and we are sorry to have lost him as a customer. We consider this matter closed.
  
  Respectfully,
  ****, Customer Relations

• Initial Complaint

  Date:07/26/2022

  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.

  Claim # SCCQ72FAA8D1 In mid July (around the 13th) I submitted a claim to Cinch about a broken refrigerator. They quickly responded and a technician was at my home the following day. After ordering a part and returning 2 more times he has deemed it to not be fixable. I got a phone call from Cinch yesterday where the caller said I would be issued a $150 credit to hire an outside technician because their tech could not fix the problem. She could not hear me respond because I was in a store. So she then said, "Oh I guess you don't want to respond. Click! " I could not believe this is the same company who was so kind on the phone when I signed the contract. This is a farse. The fridge is not fixable. $150 for a $2500 fridge is robbery. I have been on hold in the last 3 days with Cinch for a total of 5-6 hours. I am getting nothing but the run around and have been without a fridge for nearly 2 weeks with a young family of 7 in nearly 100 degree weather. Cinch, you need to honor your word and actually care about your paying customers!

  

  Business Response

  Date: 08/09/2022

  We have reviewed Mrs. ******** complaint regarding the service job for her refrigerator. Our records indicate that the condenser fan motor could not be replaced due to tubing running through the old part, and it was not possible to remove the old fan motor without causing damage to the refrigerator. In regard to her warranty coverage, this would be considered an access issue, to which the warranty does not address. In these instances, the only option would be to receive a cash allowance equal to the cost of the covered repair. We thoroughly reviewed her claim and found that there are extenuating circumstances that necessitated further consideration. ******************* has already received the cash payout for the repair and our records show the check has been cashed. Since we would have refunded her deductible as a customer ********************** gesture, and the amount she received is equal to the deductible, we advised her in the voicemail message and email we sent that the claims credit check she received already should be considered a deductible refund. We have set up her claim options to either accept a comparable replacement refrigerator or a cash payout of equal value to the replacement and installation of the unit offered. Once she has notified us of her decision, we will process her claim accordingly.
  
  We understand the importance of proper communication and recognize that in this instance we fell short of that objective. We appreciate the opportunity to address her complaint.
  
  Respectfully,
  ****, Customer Relations 

• Initial Complaint

  Date:07/26/2022

  Type:Product 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 received an extended warranty with the purchase of my home with Cinch Home Services, when contacting the business I have been unable to file a claim with the company for service. When I call the business I am directed to file a claim online, when I attempt to complete this task I receive a message that "we cannot find any providers at this time" and to call ************ to file a claim. When I do that, I receive a message that I will need to pay an upfront service fee, which I agree to, then I am sent a text message that directs me to the online claim filing, complete the form, and again receive the message "we cannot find any providers at this time" and to call the ************ phone number again. Alternatively I have attempt to contact the business and speak with a representative, to which I receive an automated message of long wait times and to keep my place in line I can leave a phone number for a call back. I have completed this task twice, once I called at 5:42pm and received a return call at 11:38pm, this is odd to call people at almost midnight. The second time I attempted to get a representative I am still waiting a call back, now over 16 hours later, still waiting for a call back. I am reaching out to the BBB to assist in creating dialogue with this business, as all attempts to contact the business lead me in circles.

  

  Business Response

  Date: 08/08/2022

  We are in receipt of ************** complaint and regret the amount of effort he has put forth to initiate a service request. We aim to provide a hassle-free claims experience and in this case we did not meet our objective. In some cases we have limited availability with network service providers in a particular area to service a request. In these instances, we request assistance from our dispatch department in locating an in-network service provider. In ************** case, we approved him to locate his own licensed and insured vendor to diagnose and complete the needed work. We will process a reimbursement for the covered work performed as outlined in the warranty agreement.
  We reached out to ************ on August 8th to address his concerns and answer any questions he may have. A detailed voicemail message was left for him with our direct contact information should he need further assistance.
  
  
  We appreciate the opportunity to address his concerns.
  
  Respectfully,
  *********,Customer Relations 

• Initial Complaint

  Date:07/25/2022

  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.

  My dishwasher had an error code AE, so I filed a complaint with Cinch Home warranty and paid the deductible, a service called was scheduled on 7/15/22 and the service technician came out and we turned the unit back on and he couldnt reproduce the error code. This error indicates that there is a leak within my dishwasher or the sensor is faulty. He informed me that if the error occurs again, to reach out to cinch home warranty and they will send out the same service technician and try and repair it without me being charged an additional fee ( because it wasnt resolved the first time). Well the same error code occurred on 7/24/22 ( just over a week when the technician came out). I attempted to contact the cinch people several times on that day, waiting on hold for over an hour all three times to finally get disconnected all three times. I attempted again on7/25/22 and waited on hold for over two hours to be disconnected yet again. Which is why Im now here filing a complaint with BBB. The service request from 7/15/22 is SCCQ62F522A0-1. I have attached a photo of the error code, which Ive also sent to the service technician as proof that the problem hasnt been resolved.

  

  Business Response

  Date: 08/08/2022

  We are in receipt of Mr. ***** complaint and regret the amount of effort he has put forth to resolve this matter. We aim to provide an efficient claims process and in this case we did not meet our goal., Since the submission of his complaint, Mr. **** has been contacted by a member of our leadership team who is  working directly with him to ensure the claim for his dishwasher is fully resolved. Mr. **** has a scheduled appointment on August 10th and the assigned agent will follow up with him to ensure prompt resolution to his concerns.
  
  We appreciate the opportunity to review his case.
  
  Respectfully,
  *********,Customer Relations
   

• Initial Complaint

  Date:07/25/2022

  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 July 11, 2022 I called Cinch to file a claim because my water heater was leaking. I was informed that I had to pay $160.00 to have someone come out and fix/replace my unit. I filed the claim and Cinch gave me a contact number. I called and the company wanted me to send them pictures of my water heater. I informed them that I was not at home and it would be late in the evening before I could make it home and that my wife was at home. They called me back and informed me that someone would be at my house shortly. The guy arrived and took 3 or 4 pictures and left. My wife said that he wasn't for even 5 minutes. After a couple of days went buy without hereing from anyone, I called Cinch and got no one! I tried most of the day and not even a call back. I finally called the company and a woman employee informed me that Cinch had denied my claim and that she felt that it was unusual but her company could replace the water heater for $1300.00. I refused and tried to speak to someone from Cinch. After finally contacting Cinch I found out that I was denied because of corrosion around the water intake. That is not even where the leak was coming from. Asked for my $160.00 to be returned and this is when I found out that Cinch would be keeping my hard earned money!! All because someone came and took 3 pictures in my house in less than 5 minutes. We feel robbed. No one at any point informed us that if someone came to my house for less than 5 minutes to take 3 pictures that if my claim was denied, I would have to pay Cinch $160.00 for this!! To ad insult to injury I tried to cancel and was informed that I will be billed $100.00 more for a cancelation fee. That's $260.00 and I still have a leaking water heater.. No one informed me and it's not in any part my packet that you keep my hard earned money if you refuse to fix anything.. There is not anything about a $100.00 cancelation fee. I did not sign a contract with with you!! Why is Cinch the problem and not the resolution?

  

  Business Response

  Date: 08/08/2022

  We have received Mr. ********** complaint and apologize for the delay in having his water heater installed.  After review of the warranty ********************** does have coverage for rust and corrosion and the claim was not pre-existing and we have overturned the denial.  We have spoken to the service provider and he can install a replacement water heater on August 10th. 
  
  On August 8th we spoke with him directly, and appreciate the opportunity to address his complaint.
  
  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.
  
  Sincerely,
  
  *****************************