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:07/25/2022

  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.

  I have a policy that is supposed to fix or replace appliances in my house my fridge has now been broken for 2 months with no fix from the insurance company countless phone calls with them have solved absolutely nothing and I never get a call back from any managers or people who can actually help Im currently losing thousands of dollars ordering out and eating meal to meal because I have nowhere to store food it is affecting my quality of life and that of my family it is truly disgusting. I have had nothing but problems with this company since the bought the insurance company I had prior.

  

  Business Response

  Date: 08/08/2022

  We are in receipt of Ms. ****** complaint and regret that the claim for her refrigerator has left her frustrated. Please know we would never intentionally delay the resolution of any customers claim and apologize for any inconvenience. In some cases multiple repairs are needed to bring an item back to full functionality, In Ms. ****** case, since the repairs did not resolve the issue we have approved to replace her refrigerator. We presented ************** with a comparable replacement option or a cash equivalent to use towards the purchase and installation of a refrigerator of her choice. ************** has elected to accept the replacement refrigerator and the order was submitted on August 4th. We will follow up with ************** to ensure delivery and installation is completed.
  
  Sincerely,
  ********* Customer Relations 

  Customer Answer

  Date: 08/08/2022

   
  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: 08/17/2022

  I have accepted a replacement refrigerator that was to be delivered August 15,2022. It is now August 16,2022 and I still have no refrigerator and no communication as to when it will arrive!
  

  Customer Answer

  Date: 08/19/2022

  My new refrigerator arrived today. Thank you for your help.
  

• 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.

  paid for a repair on june 8 2022 , as of july 25 2022 i have still not gotten my repair.on the phone for hours waiting to talk to someone , when you do get someone they cant help you feel as though they cant hold up their end of the warranty . want my money back for the repair that didn't happen and for the warranty

  

  Business Response

  Date: 08/08/2022

  Ms. ****** dishwasher claim was originally assigned to Sears, however, since they were unable to service the request in a timely manner the job was reassigned to another in-network provider. The service provider went to her home and completed a diagnosis but failed to provide us with a full service report which attributed to the delay. We have honored his request and reimbursed the service call fee paid to initiate service and the refund will be applied to the card from which it was paid.
  
  The warranty is specific regarding the cancellation of the plan and ************** is not entitled to cancel his policy without owing any fees. We reached out to him on August 6th to provide him with this information but we were unsuccessful in reaching him. A detailed voicemail message has been left for him with our direct contact information should he wish to reach out to us directly.
  
  Sincerely,
  *********, 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.

  I have been trying to get my AC/HVAC system fixed. a service tech came a week after filing with the company. He came said he would go call for the part and let me know. He drove away and failed to let me know. i tried to call the number for the company provided by CINCH and could not get in contact with thema human who could help because the number they provided was a scheduling number. They cannot provide me with the actual company number for the person doing the work. Its been 2 weeks now without air and my husband has health issues that require eletrical medical equipment that is not functioning correctly because of the temperatures of 100+ degrees in the house. The contracted service company has been looking for the part for a week. I cannot get a hold of a human with the ***** HVAC company who can tell part they are looking for. They tell me to contact CINCH. When contacting CINCH to get answers i get the run around and nothing accomplished (as they tell me to call *****). i spent the last 4 hrs this morning trying to get #1 a part number, #2 answers to what happens if they can't find the part, #3 a solution to being in a house with no air in 100 degree weather with no functioning medical equipment and my asthma, that doesn't mean spending the next month without air. and if the house has to have no air then i need to be reimbursed for a hotel until they can repair or replace the hvac.

  

  Business Response

  Date: 08/08/2022

  We have received Ms. *********** complaint and would foremost like to express that we recognize the urgency of having a working air conditioning in her home. We would never intentionally allow for delays and understand the necessity to ensure the industry professionals that service our customers claims are trusted experts upon whom our homeowners can rely on.
  
  Our records indicate that since the submission of her complaint a member of our leadership team has been in contact with ************************ and has worked to bring the claim to a full resolution.
  
  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.

  Our freezer section got faulty July 2. Repairman replaced thermistor, but no change. He said replacing compressor and board were not cost effective on 13 year old refrigerator, so we called Cinch EW and filed claim. They sent two techs(?) July15 that gave several diagnosis and they want the repair work, so sent report that parts needed ordering. Cinch claims to not have received their diagnosis, and there is no human at Cinch to talk with. Since July 15, the ice maker has quit twice, but I cannot file an addition to the claim, they want another $110 to add to the original. Since refer parts are in very short supply (according to tech) it could be months before we get a freezer in our kitchen, and that is un-acceptable.

  

  Business Response

  Date: 08/08/2022

  We have received the complaint submitted from ********************** regarding his dissatisfaction with the service he received for his refrigerator.  We regret the delays ********************** has experienced due to parts being on back order.  We recognize the urgency of having a working refrigerator and have approved to provide him with replacement options. When these options become available, we will follow up with him directly to process his decision accordingly.
  
  We spoke to ********************** ** August 8th to and made her aware of this update. We appreciate the opportunity to address the Pickeringscomplaint.
  
  
  Sincerely,
  ****, Customer Relations

  Customer Answer

  Date: 08/08/2022

   
  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: 08/18/2022

  Please reactivate this complaint.     The company was to have sent a replacement refrigerator by the 16th of August.    We have heard Nothing.     We have sent 5 messages to an automated system, and no response.    There is no phone number that we know of.

  
  

  Please find out why they have not sent a refrigerator, or maybe you have a phone number for them?

  Customer Answer

  Date: 08/19/2022

  The consumer provided the following response to the BBB verbally:

  "The refrigerator arrived today; therefore the complaint has been resolved"
  

   

• 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 husband and I recently purchased a home and a Cinch Home Warranty was purchased for approximately $500 in connection with the transaction.On the day we moved into our new home our AC stopped functioning. I submitted a claim through Cinch on July 23rd and a service visit was not scheduled until August 5 (in other words, 12 days later). It is consistently between ****** degrees this time of year and I have a young son. We need someone to fix this immediately but I cannot reach a human being at cinch to discuss despite 3-4 calls. And the contractor Cinch scheduled cannot get us a sooner appointment.This is absolutely a racket this is how it works. They collect payment for the warranty. But when you make a claim, they will schedule service so far in the future that homeowners will have to resort to self-help by hiring their own contractor (which Cinch will then not reimburse you for). BUYER BEWARE. Home warranties through Cinch are essentially worthless.

  

  Business Response

  Date: 08/08/2022

  We have received ********************** complaint and are sorry to hear that the claim for her air conditioning system left her frustrated. We would not intentionally delay providing a customer with **********************, and shortly after her complaint was submitted, we were able to connect her with a trusted warranty expert who has completed a repair on her system. On August 8th we reached out to her directly to make sure her system is running properly, and to address any questions or concerns she may have. We were unsuccessful in speaking with her directly and left a detailed voicemail message, as well as sent an email message.
  
  We appreciate the opportunity to address her complaint.
  
  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.

  Hello, I am writing in about Cinch Home Services which is a home warranty company. I have been with this company for many years through my mortgage but never really used it. Almost a month ago my central air unit stopped coming on. I checked the common things myself but couldn't find anything wrong so I decided to call Cinch since I was paying for this service. It has been a complete nightmare that is very close to fraud. When I call their customer ********************** line you are put on hold for a minimum of 1 hour, I have had to call many times this past month and 1 hour is the minimum I have had to wait to talk to someone. Last night I was on hold for close to 5 hours and never got to speak to anyone and I have screen shots to prove it attached. If and when you do get to speak to someone they are very rude and not helpful. In almost a month I have had only 2 service appointments one from ******* Mechanical LLC and one from ****************** and Cooling and both of them called me and cancelled because they are no longer working with Cinch or taking warranty work from them. Its very frustrating, its the hottest part of the summer and Im getting the run around. I've been paying them every month for over 5 years and am totally disgusted that this is what I have been paying for. I could have easily had this issue fixed already if I called and paid a local service provider myself but this is what I have been paying Cinch for for all these years. We have kids in the home and it has been 95 degrees outside almost everyday, this is not right and is bordering on Fraud. We need help and have no where else to turn to. This company is the absolute worst entity I have ever dealt with and Im sure Im not the only one.

  

  Business Response

  Date: 08/08/2022

  We have received Ms. ******* complaint and would like to foremost acknowledge that we understand the urgency of having a working air conditioner this time of year and would never intentionally delay resolution of her claim.We recognize the importance of ensuring we send the right technician in her time of need and would not knowingly assign a service provider who did not have the availability to service her claim. **************** has since been provided the opportunity to utilize her own service company from outside of our network in order to facilitate a resolution. At this time, we have not received the necessary documentation to complete the review, and on August 8th we reached out to her by phone to discuss her concerns and request that she send us the documentation directly for review. We were unsuccessful in speaking with her and left detailed voicemail messages as well as sent a follow-up email.
  
  We appreciate Ms. ******* longtime commitment to our company and look forward to working with her to resolve her complaint.
  
  Respectfully,
  ****, Customer Relations 

• Initial Complaint

  Date:07/24/2022

  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 Home Services - My wife, Ajna ***********, and I have a home warranty plan through Cinch Home Services. We filed a claim in late May 2022 - a Cinch affiliated service company in *******, ** named On Point, was dispatched to our house to inspect the air conditioning unit. On Point filed for a full replacement of the unit. Cinch Services still have not sourced a replacement a/c unit. Our house is sweltering, actual temperatures and heat indices have been above 100 degrees for over a month now - temperatures inside the house are above 85 degrees, this is unsafe for us to live in and also unsafe for the structure of the house. Cinch Customer support is not communicating, each time I call the support line I have to wait over 1 hour just to speak with someone and then I have to wait another hour just to speak with a supervisor still to come up short and get no information regarding their status on looking for replacement units for installation. I have shopped the ******* area personally and have found replacement units of the exact make and model Cinch is looking to source but they will not purchase from a local *******, ** supplier.These heat markers are dangerous, not only in ***** but record heat waves are wreaking havoc across the globe. We are living in dangerous conditions and we desperately need help in pushing Cinch to move forward with empathy, efficiency and professionalism - all of which they currently lack.

  

  Business Response

  Date: 08/05/2022

  We have received Mr. ***** complaint and apologize for the delay in resolving the claim for his air conditioner. We regret that we fell short of our goal to provide a smooth resolution.  The source of the initial delays were the result of supply chain issues over which neither the service company nor the home warranty company has reasonable control.
  
  Since the submission of his complaint, we have located that part needed and are awaiting the delivery. Once the part is received by the provider, they will reach out to him to schedule a mutual time for installation. We reached out to ************ on August 5th to provide this update. We will follow up with him to ensure their claim is fully resolved.
  
  
  We appreciate the opportunity to review his case.
  
  Respectfully,
  ****, Customer Relations

• Initial Complaint

  Date:07/24/2022

  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.

  On 03/04 I filed a claim on a dishwasher. Cinch sent a tech to inspect it. It was determined the water pump & control board failed and need to be replaced. A second tech was sent with the parts to fix it & determined that it couldn't be fixed. Cinch sent 2 more technicians who confirmed the same thing. This is all in a span of 2 months. I waited for an update from Cinch for over a month and heard nothing back. I checked the status of my claim online on 06/20 and it was marked as complete. I called Cinch and spoke top a rep who said he would dispatch onother tech to come look at ******* it couldn't be fixed, they would replace. The tech came to my home on 06/22 and he didn't even open it to look at. He just asked me what was going on with it and informed him what the previous techs did and said. He left. I waited about 2 weeks for a response and nothing again. Checked the status online and it was marked completed the next day after the tech came on 06/23. I called Cinch again and asked why. The rep said the service company excused themselves from the job and provided them with very little details so he will schedule another tech to come from a different company. I asked to speak to a supervisor. The supervisor said my claim was denied because there were roaches in my unit. I was flabbergasted because I knew it was a lie. The supervisor called the service company and they said they would send pictures. This was on 07/13. Called on 07/17 still no pics were sent to them. My case was escalated & they said someone will call me be back. 07/20 still no call. I called Cinch & the rep confirmed still no pics were sent. He said he would send a new company to look at ****** agreed but the rep wanted a $150 to because the claim was closed. I asked to speak to a supervisor and was place on a silent hold for over 2 hrs. The supervisor came on the phone & said they received the pics and it was 1 dead ***** next to the dishwasher. Both *************************************************** refuse to send me pics

  

  Business Response

  Date: 08/05/2022

  We received Ms. ********* complaint and recognize the claim for her dishwasher has left her frustrated. We aim to provide a hassle-free claims process and in this instance we did not deliver. It is our goal to be there in our homeownerstime of need and have fully reviewed her account.
  When making the decision to repair or replace an item, our decision is based on the service providers professional diagnosis submitted to our authorizations department. In this case, the technician advised there was a pest infestation and coverage was denied. It was later determined there was not significant evidence to indicate there was such an infestation and the claim decision was overturned.
  Ms.********* was presented with a comparable replacement dishwasher and has elected to accept the cash equivalent to put towards the replacement of her choice. The payment has been processed and will be received no later than August 18th.
  
  We appreciate the opportunity to review her case.
  
  Sincerely,
  *********,Customer Relations

• Initial Complaint

  Date:07/23/2022

  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 ** has been broken since June 30th. I filed a claim and paid the $160 deductible. After multiple hours on hold, Cinch informed me they could not find a tech for me and advised I hire my own tech. I had somebody come out. The system was repaired for $800 out of pocket. I sent Cinch the invoice. They requested the tech write a new invoice with part numbers and cost of each part. This requires taking all the parts out. The system failed again the next day. I filed a new claim for another $160 deductible. It took nearly a week for an ** tech to come out. Temperatures were over 100 degrees each day. I rented a window unit so my 3 small children could survive in the house. We went to a hotel for $300 over two days due to the heat. I spent over 10 hours on hold with cinch during this period. An ** tech came out on 7/7 and informed me we needed an electrician. Cinch could not find me an electrician but gave me some numbers. I found my own electrician from their list who came out on 7/11. He repaired the electric cutoff box. I called Cinch back to get an ** tech, but he did not come out until 7/18. Hold times are 1-3 hours every time I call. As I write this, I am on hold. The tech could not fix the ** but ordered additional parts. The tech turned on the breaker (which was off) and plugged the new cutoff box in which caused the compressor to burn out between visits. He came back 7/22 and accused us of messing with the electrical box. He said it would be $800 to replace the compressor but that the parts may not come in for a week and a half. This would put us over 1 month without ** in 100 degree weather. I have spent (cumulative) over 20 hours on hold and have been disconnected 4 times. I found a company to replace my system (paying out of pocket). I called to cancel Cinch and they charged me over $250 to cancel. Then they said I would also need to cancel the claim I had open. They transferred me and I put in for a return call. The return call never came. Still waiting

  

  Business Response

  Date: 08/06/2022

  We are in receipt of Mr. ******** complaint and apologize for the delays he experienced during the claim for his air conditioning system. We recognize the urgency of having adequate cooling in the home and regret any inconvenience caused. There are times we have limited availability with network service providers in a particular area to service a request. In these instances we provide customer the opportunity to locate their own licensed and insured vendor to diagnose and complete the needed work. Customers are sent detailed instructions on the process, which include expectations on how the information will be reviewed, the information needed to review the claim, and coverage expectations.
  
  Once the repairs were completed by his elected provider, the system failed again and a recall service request was submitted. A network provider was dispatched to the home, and they advised it was necessary to have an electrician come out to replace the disconnect box before further diagnostics could be performed. After the repairs were completed by an electrician, the HVAC technician diagnosed a failed compressor and submitted an order for the part. In lieu of waiting for the repair through the home warranty, ****************** elected to have his entire air conditioning system replaced. He also made the decision to discontinue his warranty agreement.
  
  ****************** is eligible to receive payment for the original repair performed by his company,as well as the cash payout of equal value to his claim for the intended follow-up repair of replacing his compressor.
  
  On August 6th we reached out to him by email to let him know his reimbursement amount. He is not eligible to receive a refund for his warranty premiums.
  
  Respectfully,
  *********,Customer Relations 

• Initial Complaint

  Date:07/22/2022

  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.

  Ac is not working and this company is not repairing it, taking too long it been broken since June 13, now they say part is on back order, its so hot and a disabled family member, cant tolerate it anymore

  

  Business Response

  Date: 08/05/2022

  We are in receipt of Mrs. ***** complaint and apologize for the delay in resolving the claim for her air conditioning system. We aim to provide fast and efficient claim resolutions and in this case we did not meet our goal. We found opportunities for clearer communication between ***** and Cinch to ensure the claim was handled in a timely fashion and will use this as a learning opportunity to help improve our processes.
  Our records indicate that since the submission of the complaint a member of our leadership team has been in contact with ************* and has worked to bring the claim to a full resolution. We authorized ************* to hire her own service provider to complete the repairs and we have processed a reimbursement for the covered costs as outlined in her policy. The payment was processed and paid on August 1st via electronic deposit.
  
  Should she need further assistance she can simply send an email to *************************************** and a team member will follow up with her personally.
  
  
  We appreciate the opportunity to review her case.
  
  Respectfully,
  *********,Customer Relations 

  Customer Answer

  Date: 08/06/2022

   
  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,
  
  *********************