Complaints

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

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Cinch Home Services, Inc. has 10 locations, listed below.

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• 

  Cinch Home Services, Inc.

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

  
• 

  HMS HOME WARRANTY

  1950 N. Steemmons Freeway Dallas, TX 75202

• 

  Long & Foster Home Warranty

  P. O Box 843956 dallas, TX 75284

• 

  Cinch Home Services, Inc.

  1625 NW 136th Ave Bldg E # 200 Sunrise, FL 33323-2842

  
• 

  Cross Country Home Services

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

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:07/20/2022

  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 ******************************* has been trying to contact this company pertaining to cancel out my account with them . I will be renewing the account . I'm unable to paid the new prices at this time I'm on unemployment. But know one is answering their phone. I even try email them but know has gotten back with so far.

  

  Business Response

  Date: 08/03/2022

  We have received and reviewed the complaint ****************** submitted regarding her request to cancel her plan.This has been forwarded to our membership services department and ****************** will be contacted to verify when cancellation has been completed. We are very sorry to lose her as a customer and appreciate the opportunity to address her complaint.
  
  Respectfully,
  ****, Customer Relations 

• Initial Complaint

  Date:07/20/2022

  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.

  We paid 2 deductibles to Cinch Home Services for two separate heat pumps in our home. One side of our house has AC but isn't pulling humidity out and we wanted that issue addressed. This was approx 7 weeks ago. The other side of our home has no AC. Cinch had a company come out after over a week of waiting, tech didn't do anything expect a "leak test". This company said they wouldn't come back so we had to wait a week for company #2 to show up. This is funneled through Cinch so we don't have a way of facilitating any communication. They did a diagnostic test and said we needed a new unit (June 25th). We've had no contact with anyone for over a month and I have tried to contact Cinch, which has a minimum of an hour wait just to get someone on the phone who doesn't help. New AC company said our unit was due to be delivered this past Monday and they would schedule ASAP. Zero communication for anyone and we've been trying very hard to get Cinch to escalate this issue as we're in the middle of Summer with no AC. This is absolutely ridiculous as far as business practices go and the awful wait times to get help eats into work schedules etc. We need assistance please.

  

  Business Response

  Date: 08/03/2022

  We have received Mr. ********* complaint and apologize for the delay in having his air conditioner replaced.  On June 16th the technician went out and found that the condensing unit had a leak and recommended it be replaced.  Upon replacement of the condensing unit (which is the outdoor portion of a split system) he found that the air handler inside was not working so he is in the process of sending in the service report so we can move forward in repairing or replacing the air handler.
  
  This claim is still ongoing and we have been in communication through email with the customer daily, and appreciate the opportunity to address his complaint.
  
  Respectfully,
  *****, Customer Relations 

  Customer Answer

  Date: 08/14/2022

   
  Complaint: 17595697
  
  I am rejecting this response because:

  I appreciate the communication from Cinch, but we're still not at a satisfactory resolution.  We've finally received word that yet another part had to be ordered and now there is issues with the delivery/pick up of that piece to be available for installation.  We're at the end of summer and have gone this entire season without a working AC and have properly and proactively filed the claims and followed up etc.  The latest communication we now have is no install date and feel completely left out as to honestly what is going on.  We are in dire need to get this fixed and would like Cinch to step up and handle this effectively.  Why is this process taking so long?!?  

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

  

  Business Response

  Date: 08/25/2022

  We have received Mr. ********* complaint and apologize for the delay in having his air conditioner repaired. The technician advised he picked up the unit on August 24th and has scheduled repairs on August 29th .
  
  On August 25th we called ******************** and received his voicemail and left a message, and appreciate the opportunity to address his complaint.
  
  Respectfully,
  *****, Customer Relations 

• Initial Complaint

  Date:07/20/2022

  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 7/1/2022, I called to file a claim for my A/C unit leak because their website never allows me to file. When i called to make the claim, the female rep took my credit card information and charged $110 prior to confirming with me that it was agreed upon. She began explaining that there would be a charge of $110 up front and when I asked her if she could just cancel the request because i was not aware it would be $110 immediately, she stated she already charged the card prior to confirming with me. After the card was charged she then proceeded to read me the statement asking if it was okay to charge my card. Since she already charged it, she said she would cancel the request and refund my card which would take 2-3 business days. I called again between **** July because i had not seen my refund. The male rep advised the order was never cancelled and that he would cancel it and refund my card ending in ****. About 5 minutes after that call, another rep called to say that he saw the cancellation and it would be 3-5 days before i received my refund. As of today 20 July, I still do not have my money back and each rep that I speak to keeps giving me the impression that the clock has started over with the days. This has been almost a month for a refund that per their policy should only take 2-5 days for return. I just want my money back and if they are not going to send it, then they need to send a person to fix the original issue. As of today, they have taken $110 from me with no refund or service resolution.

  

  Business Response

  Date: 08/03/2022

  We have received the complaint ************** submitted regarding the refund she is seeking of the deductible and surcharge she paid upon service initiation. A refund was processed on July 1st, however, a technical error occurred processing the payment back to the credit card with which it was paid. It was processed again on July 26th and on August 3rd,we contacted her directly by phone, but were unsuccessful in speaking with her to confirm whether she has received the refund in her account. We also sent her a follow up email containing our direct contact information.
  
  We appreciate the opportunity to address her complaint.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 08/04/2022

   
  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. I did receive my refund via mail in check form.  I cannot speak to the technical issue as that was not on my end.  Thank you.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i called Cinch Home Warranty about a problem with my refrigerator. They sent out ***** Services to make the repairs. The ***** repairman broke the door to the refrigerator when he tried to pull out the refrigerator to make the repair. He said he would order a new door. 3 months later and no door, and no response from ***** I called Cinch to see if they could help in getting this taken care of and they said they would not be able to help because it was ***** responsibility. I explained that ***** was their contractor, not mine and that they should be the one to get ***** to perform. The customer ********************** rep then hung up on me. I called back and was never able to reach anyone.

  

  Business Response

  Date: 08/03/2022

  We have received and reviewed the complaint **************** submitted regarding the issue he is having resolving the damage done to his refrigerator door handle. The warranty company only contracts with licensed and insured independent contractors so that in the event damage occurs during the course of a repair, that company is completely liable for their workmanship. In this instance, the company who addressed Mr. ******* refrigerator has a department to which these types of claims can be reported. **************** has an assigned claim handler who will assist him in resolving this matter.
  
  On August 3rd we reached out to the claim handler assigned to Mr. ******* case through the incident reporting department of the service company. We also reached out to **************** directly by phone but were unsuccessful in speaking with him and followed up with an email advising him of his claim handlers information, and the associated reference number.
  
  We appreciate the opportunity to address his complaint.
  
  Respectfully,
  Jasmine, Customer Relations 

• Initial Complaint

  Date:07/19/2022

  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.

  Home Warranty claimed denied after waiting for 6 weeks and spending hours on the phone. I specifically asked when I called about the policy if all three AC units would be covered at my property and they said every unit at my address. (Limit of 5). Property is single family with mother in law and they claim its not coveted.Property is single family including mother in law, although contract specifically describes non coverage of multi family of more than 2.

  

  Business Response

  Date: 08/03/2022

  We have received **************** complaint and understand that it is upsetting to learn a claim does not qualify for coverage per the terms and conditions of his warranty agreement. The warranty addresses covered items that suffer a mechanical failure due to normal wear and tear that are located within the perimeter of the main foundation and does not provide coverage for any items associated with a detached structure, so in this case a mother-in-lawguest house.
  
  On August 3rd we left ************** a voicemail message and sent an email message to clarify this information.
  
  We appreciate the opportunity to address his complaint.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 08/03/2022

   
  Complaint: 17592278
  
  I am rejecting this response because:
  
  I have not seen the disqualifying verbiage in the contract.

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

  

  Business Response

  Date: 08/12/2022

  We have received **************** response. On August 4th we sent him an email with some of the specific terms of the warranty that support our decision, and included the full contents of his agreement as an attachment. His warranty says that we cover a single family residence. The warranty also states we will not cover any items located outside of the main foundation of the residence. His warranty does not cover a secondary structure on his property.
  
  
  Our decision will remain unchanged as his guest house does not qualify for coverage under this contract.
  
  
  Respectfully,
  ****, Customer Relations

• Initial Complaint

  Date:07/19/2022

  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 scheduled for a service repair 7/5/22 and paid and upfront cost of $135. After being delayed by 3weeks and scheduled with a company (third party) that has not been in service for well over 2years to date. I asked Cinch to cancel my service order and proved my refund. The representative was very rude and didnt provide any details except and email of the cancellation and a promised refund of $135 in the next 3-5 days. I decided to call over the last two days and have been transferred and placed on hold for an hour at a time.

  

  Business Response

  Date: 08/02/2022

  We received Ms. ********* complaint and sincerely regret the amount of effort she put forth trying to obtain the refund of the service call fee she paid for the clothes dryer after cancelling her appointment. Our system is set up to refund this fee in the situation where the claim is cancelled prior to receiving service, and we regret that this did not happen on Ms. ********* claim. Our records indicate that her deductible was refunded manually on the same day her complaint was filed, on July 20th.
  
  We appreciate the opportunity to answer her complaint.
  
  Respectfully,
  ******, Customer Relations

• Initial Complaint

  Date:07/19/2022

  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.

  Have a Home warrant thought Cinch they agree to pay for replacement of ac unit.They agreed to let me use my own service provider then. Have not sent me a reimbursement for and I have been given the run around saying that they do not have enough information to pay me. I have been only able to send emails because their phone system has long wait times and are they never connect you to the person that can resolve this issue. Did get a hold of someone yesterday but he was only willing to approve $2500 of the claim. I think that they should lose their license pending an investigation In to their Business practices.

  

  Business Response

  Date: 08/02/2022

  We have received Mr. ******* complaint and began our follow-up review on July 19th. We approved additional compensation above the $2500 **************** was originally quoted. This payment is based on the invoiced cost for the covered work performed. **************** accepted our offer and per the Federal Express tracking number, his check was delivered on July 29th.
  
  We regret the frustration he was initially caused but appreciate the opportunity to work with him toward a satisfactory resolution.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 08/24/2022

  Trying to cancel Home warranty with Cinch. They are asking me to pay $240 To cancel a warranty with them. This company is giving me the runaround again it is unbelievable. Some one should investigate them they are ripping people off.

  I want to cancel my contract with this company with out the penalty

  

  Business Response

  Date: 09/02/2022

  We have received Mr. ******* response and are sorry to hear that he wishes to discontinue his warranty agreement. Terms of cancellation are clearly laid out within the terms and conditions of the contract, and since there have been claims paid out on his behalf, he is liable for the remaining amount of the yearly premiums and/or additional cancellation fee in order to terminate his plan prematurely. We have requested that a member of leadership within our account services department contact him directly to discuss cancellation of his policy.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 09/07/2022

   
  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:07/19/2022

  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.

  ***** Home Services have been contracted by ***** Home Warranty to fix our ac unit on June 23, 2022 and unfortunately it was not fixed properly by the current technician ************** (*******). This technician has been to our home at least four times to fix our ac unit and each time he has made it worst. He lost the ac disconnect plug to our unit and tried to replace it on June 27, 2022. However, he did an unprofessional job in replacing the plug because the plug was half way out of the box and duct tape was placed around the plug (please see attached photo). We cannot turn off the unit because he did a hard start due to losing the ac disconnect plug. In addition the technician was rude and unprofessional each time he visited. He never explained the issues that were involving my unit. I called ***** and the warranty company repeatedly about the ongoing concerns and nothing was done about it. On July 8, 2022, a ***** technician came to the home and stated that I would need a new unit and he would placed the order. Without my authorization, ***** cancelled my order and never rescheduled to replace the unit. Also, they unexpectedly closed the order and I have been waiting for them to reschedule for the 2 last weeks. I have called **** basically everyday about the matter and nothing has been resolved. Currently we do not have ac in our home and it has been unbearable. I have two children with special needs and a husband with medical issues. My sons cannot complete in-home therapy until the ac is fixed. I have contacted the warranty company (****) about the ongoing concerns and nothing seems to be resolved. She did offered reimbursement of buying portable ac unit. The warranty company has not done a thorough job in reaching ***** to schedule and follow up regarding the installation of the new unit. I do not feel they advocated for me in regards of making sure ***** take care of the non-covered charges as well due to the negligence of the previous technician.

  Customer Answer

  Date: 07/27/2022

  I wanted to provide an update on the situation.  ***** Home Services stated that they could not replace the unit until they got consent from the ***** Home Warranty Company (which is Cinch)regarding replacing the coil which is part of the ac unit.  There is a lot back and forth and it seems nothing is getting done.  It is going on three months and ***** Home Warranty and ***** Home Services have not provided the service needed to replace my unit.  I would like to provide you the necessary contact information of ***** Home Services and ***** Home Warranty.  In addition they are making me pay $1400 extra fees and stated I may need to pay for the coil as well in which this part of the warranty and it was replaced recently by a ***** technician.  
  

  
  

  ******* or ********- ***** Home Services ***************)

  Service Order #: 9780-40326040
  

  
  

  
  

  ***** Claim Services ***************)

  Warranty Contract Number# ********

  

  Business Response

  Date: 08/05/2022

  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 due to her familys unique circumstances. 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. We regret that this was not her experience.She has been working with multiple case managers to personally assist her in resolving this matter, and we can confirm that her air conditioner has been installed.
  
  We understand that her experience did not live up to the level of service we aim to provide but appreciate the opportunity to address her complaint.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 08/05/2022

   
  Complaint: 17589974
  
  I am rejecting this response because:

  I was not provided a work order and break down of the non- covered charges for the ac unit which ***** Home Services stated that the warranty company would provide.  Could this be provided to us as well? Thank you
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/15/2022

  We have received Ms. ****** response. Our records show that she spoke with a case manager on August 5th and was provided the breakdown of the non-covered charges over the phone.
  
  We appreciate the opportunity to further address her complaint.
  
  Respectfully,
  ****,customer Relations 

  Customer Answer

  Date: 08/15/2022

   
  Complaint: 17589974
  
  I am rejecting this response because:  there was a dispute with some of the charges.  I spoke with ***** Home Services(the company that installed the unit) and was told by *********************, Replacement Specialist HVAC, that I would have to dispute the charges with Cinch/***** Home Warranty because there were some items that wasn't needed and we still paid for it and would like a refund.  I called ****** on August 8th and left a message explaining that we should be reimbursed for some of the charges.  Furthermore, the charges that ***** had did not align with what ***** Home warranty provided to us for which is very strange.  It took **** several days to provide the list of charges.  We should be refunded for the permit which was never needed according to the contractor.  The contractor specifically told us they did not need to get a permit and condenser pad.  The representative from ***** was not cooperative and did not provide the updated charges to ***** Home Warranty.  They also included the line set which was not explained to us when we paid for the non covered charges.  I would like to be reimbursed as soon as possible for some of the non covered charges.  Thank you
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/19/2022

  We have received Ms. ****** response. The service company advises the warranty company of the non-covered charges necessary to complete the installation of a new system. The information we relay to her is what is given to us by the service provider. The warranty company does not determine what additional work or fees are needed, and the warranty company does not collect the payment.
  
  As a customer ********************** gesture we will review this case and follow up with ************** directly.
  
  Respectfully,
  ****,Customer Relations 

  Customer Answer

  Date: 08/19/2022

   
  Complaint: 17589974
  
  I am rejecting this response because: someone was suppose to follow up with me weeks ago and have not followed up regarding the matter to make sure everything was aligned regarding the service.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/02/2022

  We have received Ms. ****** response. The concerns that she raised regarding the work that was not performed is being reviewed. We spoke to her on September 2nd to let her know this is being reviewed. We will follow up once that review has been completed.
  
  Respectfully,
  ****, Customer Relations
  
  

  Customer Answer

  Date: 09/06/2022

   
  Complaint: 17589974
  
  I am rejecting this response because: I want to make sure that Cinch is thoroughly going to investigate this issue and resolve by getting us our money back for some of the non-covered charges as I explained to the customer representative. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/12/2022

  We have received Ms. ****** response. Her issue has been investigated and a settlement on the matter has been reached. The warranty company is providing reimbursement for part of the non-covered charges that she paid. We spoke with her on September 12th to provide this update.
  
  Respectfully,
  ****, Customer Relations

  Customer Answer

  Date: 09/14/2022

   
  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:07/19/2022

  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 had a home warranty for over year with Cinch. This was originally ***** home warranty. I filed for service on my central air conditioner on July 11 , 2022 and was assigned a company called ********. I called them and was told they could come the next day. The next day no one showed up. I called them and was told they were on there way ... No show I called again at 4:30 pm and was told yes ma'am they will be there and they would call me back as soon as they were almost here, no one called or showed so I called the home warranty back and each time l call them I have to leave my number and wait approximately 2 hours. But they call me back, and I tell them my situation it's triple digit temperatures here for the next 10 days. And no one showed . I asked if I can get a local service company to fix it and get reimbursed? .they said no . I did get a local person to give me an estimate and was told it was the fan motor which is kind of expensive so I called ***** and was told .They would have to reimburse my $100 deposit and resubmit a new claim to get someone else so I did that paid another $100. Deposit and was told they would text me another company I asked to speak to a supervisor and was told they would just tell the same thing. Finally was told they would have a supervisor call me back. They still have not called... Finally on Friday July , 15th 2022. I'm given the new The new company. It is climate control services. I called them and was told they would be here maybe that evening... Or Saturday morning. No one showed up or called , so I called and talked to Steph he said he was in Wichita falls and would be here in about an hour and half.. this was early in the day, well he finally showed up at 730 pm.steph went ** in the attic made lots of noise and came down with pictures telling me it's in bad shape, that it needs cleaning and a new fan that it's not up to code and he doesn't know if they will pay for it? He said cinch is actually an insurance company .

  

  Business Response

  Date: 08/02/2022

  We have received ****************** complaint and regret the amount of effort shes put forth trying to resolve her air conditioning claim. We aim to provide the right provider at the right time and in this instance, we did not meet our objective. Due to having limited availability in her direct area for service, ****************** request was approved to locate her own service provider to complete the diagnosis and/or repair her air conditioning system.In cases such as these we will process a reimbursement for the covered costs of the repairs as set forth by the warranty agreement.
  
  We are currently awaiting her documentation so we can process the reimbursement as set forth in the instructions. We reached out to **************** on August 2nd to address her concerns and answer any questions she may have. We will continue to follow up with her to ensure her claim is fully resolved.
  
  We appreciate the opportunity to review her case.
  
  Respectfully,
  Jasmine, Customer Relations

• Initial Complaint

  Date:07/19/2022

  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 Cinch Home Warranty for a house that I bought in May 2022. The warranty is for 1 year, costs just under $570 ($47.49) w/ a $150 deductible for each service call & took effect Jun 12 2022. I contacted Cinch via their website in Mid-June to schedule an appt for a refrigerator that was intermittently making a lot of noise. I was charged the $150 deductible plus a $10 fee added to "temporarily" cover increased shipping & parts expenses (not disclosed when warranty was purchased) & my appt was assigned for July 1 2022 from 7 am- 5pm. A few days prior to the appt, I received a text message from someone claiming to be a technician. He asked where the sounds was coming from. I texted back that I didn't know, but it was very loud & intermittent. Jul 1, had not heard anything by 12 noon & tried texting the technician back. He said he could not help me, & gave me a number that turned out to be ***** Home Repair. I was told that no technician would be coming to my house because the problem had been diagnosed virtually & parts had been ordered, & since I had not yet received the parts, there would be no service call until that happened. I called Cinch (on hold for 2 hrs) to speak with a manager & finally got *******, who seemed surprised that a technician had not come to the house, but she said that parts had been ordered & as soon as received to call to schedule the appt to install the parts. She told me that if the parts were not received by me by July 22 then ***** would have 24 hrs to locally source the parts, & if unavailable, then my refrigerator would be replaced. She also offered me the option of starting the entire process over again, but reminded me that the parts were ordered. Fast forward to today, July 18 2022, got an email from ***** explaining that the parts had been backordered, but provided no anticipated arrival date. I called Cinch & was endlessly on hold (still am), at 3 hrs 5 mins right now - told parts backordered til Aug 28

  

  Business Response

  Date: 08/02/2022

  We received ************** complaint and would like to express that we understand the urgency of having a working refrigerator and would never intentionally delay resolution of her complaint. Our goal is to provide our customers with a seamless and hassle-free claim experience and in this instance, we did not meet our objective. After review of the claim, the service provider reported that the fan motor was frozen, and this has been repaired.
  
  We reached out to ************ on August 2nd to confirm this information and address her concerns. She did confirm that the refrigerator has been repaired and functioning normal at this time.  
  
  We appreciate the opportunity to review her case.
  
  Sincerely,
  ****, Customer Relations