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

  
• 

  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

• 

  Cross Country Home Services

  1520 E Greenville Street, Suite K Anderson, SC 29621

• 

  HMS Home Warranty

  2650 Fountainview #200 Houston, TX 77057

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:07/19/2022

  Type:Customer Service 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.

  Scheduled a service request with CINCH Home Warranty. CINCH scheduled the service with third party vendor ***** Service. Service technician never showed. Called CINCH and they connected me to *****. Spoke with ***** Rep and let them know the service rep never showed. They informed me that he reported that he came to my address and found no issues with the dishwasher. The ***** rep *********** complaint and appologized but informed me I need to contact CINCH to have them recall the request. I proceeded to contact CINCH and let them know they would need to do a recall on the request and reschedule another appointment. They never recalled but scheduled another appointment anyway. Service Tech again never showed. I contacted CINCH again and asked them to recall the service request. They still haven't complied. I logged into my CINCH account and tried to cancel the request myself. This is an option so when I clicked to cancel it would not let me and said I would need to call in. At this point I called and asked to cancel the service request and refund my deductible, I could not understand the rep, but finally got an understanding that I will be refunded within 3 to 4 business days. Still waiting on the refund. I went into my account to discontinue my account with CINCH and now they are stating I will need to pay ***** to cancel due to I have an open request. Wow!!! I do not recommend this company to anyone.

  

  Business Response

  Date: 08/02/2022

  We received Mr. ****** complaint and regret the amount of effort he put forth trying to have his dishwasher repaired. We have refunded the fee ************** paid for service on this claim. He will receive the refund back to the card it was paid from within 3 to 5 business days. Since submission of his complaint, we have also canceled the policy, as he requested, and he is not responsible for any fees.
  
  We called him on August 2nd to provide this update but did not reach him directly. We left him a voicemail message with our contact information should he wish to speak with us personally.
  
  We appreciate the opportunity to address his concerns.
  
  Sincerely,
  ****, 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.

  On May 15, 2022, we put in an order with Cinch Home Warranty to have a technician repair our ** unit, as it had stopped working the previous evening. They assigned us to 786 ********* (Technician: *********************). On May 16, the technician came to our house and was here appr 15 minutes, said we would need some parts, and that he would contact us when they were here. From May 15 to June 3 we went back and forth with him - he claimed he had ordered parts and they were incorrect, then said we needed a new unit, said it had arrived but was also incorrect. Over this time he would text us and ask us basic questions we felt he should have the answers to - like whether our system was gas or electric. Once the unit was here - he told us he could not pick it up because he didn't have a truck and that we had to pick up the entire ** unit and all parts. A few days later he asked my husband to buy sand and a unit pad. All of this felt extremely unprofessional. At one point I called Cinch to confirm 786 was a reputable company - and they assured me they were. On June 3, our unit was installed incorrectly, so that the ** filter access is now on the backside of the unit and inaccessible. To change the filter would risk falling through the ceiling. After many calls to Cinch (and many hours on hold), Cinch sent ***** to look at the unit - and they agreed that the unit had not been installed correctly and the previous technician was not competent and even basic things like putting in the filter was incorrect (see photo). They said based on the rules of Cinch, they could not correct the issue (estimated cost $3000) as the unit was currently functioning. The problem is that this is not a long term solution - we cannot have a unit for which we cannot change the filter, especially as my son and I have severe allergies and I am under current and constant care of an allergy specialist. We are asking Cinch to send a different technician to reinstall the unit.Account ********.

  

  Business Response

  Date: 08/02/2022

  We have received Ms. ****** complaint and regret to learn that her experience with the claim for her air conditioning system has not been positive. We recognize the importance of sending the right technician to attend to our homeowners needs and her feedback has been relayed to the regional manager of our network providers in her area. We are seeking another opinion to assess the installation. On August 2nd we reached out and spoke with ************** directly to discuss her concerns. We are currently working to dispatch her job to another company and committed to following up until this is resolved.
  
  We appreciate the opportunity to speak with her and address her complaint.
  
  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.

  My ***** Kenmore Elite refrigerator began to not cool properly over 1 month ago. I have a ***** Home Warranty contract plan number, which says it is "powered by Cinch." I have paid my $49.99 for months upon months, which specifically states my refrigerator with Built-In Ice Dispenser IS covered. A repair person came out on June 24, 2022. He said he needed to order parts. He make a return appt. on July 5th. I received 2 robo phone calls confirming that appt., but no one came. Moreover, no phone call nor text message nor email notification was made for the no-show appt on July 5th. After being on hold nearly 10 hours over the course of 2 days, I was told another part was "just ordered" and I had to wait. On July 15th, a repair person came out. He said he installed all newly ordered parts in the frig, but he said the refrigerator was "completely rusted" and the lining was broken and the entire frig "needed to be totalled out and needed to be replaced." I cannot get ANY help by phone OR on the web site, despite entering all work order numbers I was given Also, my home address, my email address, my home number all say they all are "invalid." It has been a month since my refrigerator stopped working properly. I NEED A REPLACEMENT, which my warranty says I am to be provided. The coverage summary has the address of: HomeSure of America, *** at *******************************. I have taken screen shots of my hours--long wait times. Even if I get a call center, NO ONE has ever actually helped. This feels like a scam.. Most of the time, no one answers the phone even after repeated 2 hour waits, or even worse, I am simply disconnected. I NEED A WORKING REFRIGERATOR!!!! I understand most business are short-staffed, but a month without a working refrigerator is WAY too long. Today, I just got a person on the phone, who said that the refrigerator "needed parts and needed to be repaired". THAT IS NOT WHAT THE REPAIR PERSON TOLD ME ON my last service date of July 15th. Someone is lying.

  

  Business Response

  Date: 08/02/2022

  We have received ***************-Elmayans complaint.  On June 15th the technician went out and diagnosed the failure to her refrigerator and ordered parts which were delivered to the customer.  The technician went back to install the parts and found that the refrigerator was still not working properly after repairs and it was suggested that we replace her refrigerator.  Based on this information we offered her the option to receive a comparable replacement refrigerator, or the option to accept a cash allowance in lieu of the replacement, which she could put towards purchasing and installing a new refrigerator of her choice. ******************************* chose to accept the cash allowance option and her check was sent on July 27th and will arrive within 7 to 10 business days.
  
  On August 1st, we spoke with her directly, and appreciate the opportunity to address her complaint.
  
  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.

  THIS COMPANY WILL DENY CLAIMS, OR MAKE IT EXTREAMLY DIFFOCULT TO GET THE PROBLEM RESOLVED.This is the second claim we have filed and paid the deductible for.1.POOL EQUIPMENT 2.A/C HVAC SECOND CLAIM:On June 23, 2022 I started a claim because my AC stopped working.We are in the middle of a Heat Wave in Southern California and my son has a medical condition in regards to his breathing.I paid the deductible of 160.00.They provided me with a service provider to call and make an appt. The technician came June 25 for the service job, and stated he recommended a new compressor.On July 6, 2022; almost two weeks later, the technician replaced the unit.The Brand New AC unit worked for a few days and gave out on July 16, 2022. After two phone calls where I was on hold for almost two hours, they advised they would reopen claim.I called to follow up on a recent repair, and they advised to call service provider.2 days later; July 18, I was able to finally get a hold of him, and initially he refused to come to the house, stated Cinch has yet to pay him for the original job, and he refused to do anymore work.I called Cinch, and they assured me he would come to repair the problem today.(Meanwhile my son, has had to stay at family members house because of his condition).The service provider came today, and confirmed theca unit Cinch purchased was faulty, and likely needed to be exchanged, but clarified after speaking with them, he no longer wanted to provide services, since they will not pay for his install, or labor. (I however paid him a $300.00 deductible.).I tried calling Cinch back, was on hold for 54 minutes and the call dropped.Called again for a 33 minute hold, and they told me to try and call tomorrow during normal business hours.It sounds like this company does their best to deny claims or coverage, and fails to pay out.

  

  Business Response

  Date: 08/01/2022

  We have received ****************** complaint and regret to hear that her new air conditioning is not working.  The service technician has been advised of the issue and is concerned the unit could be defective. He is scheduled to return on August 1st to troubleshoot the issue with her new unit. Ms. ************* was offered a portable unit for use while awaiting resolution.
  
  On July 28th,  we reached out to ****************** received her voicemail and left a message.
  
  Respectfully,
  *****, Customer Relations 

  Customer Answer

  Date: 08/02/2022

  Complaint: 17586960

  
  

  I am rejecting this response because:

  The job has yet to be completed, and Cinch continues to find ways to avoid coverage.

  The service provider was not able to get part replaced by the warranty provider, the company is "in review" of the faulty equipment.

  The technician also informed me that I would need to pay a SECOND out of POCKET cost of $445.00 for the work that is not covered by CINCH; although I received a message from cinch stating 

   "your covered repairs are guaranteed for 6 months/ If we didn't get it right the first time, you won't have to pay the deductible again."

  When the part is provided; I have to pay for a mistake a previous service provider of Cinch made, (I paid him, and I am now having to pay the new service provider). This is in addition to the ****** deductible I paid Cinch and the additional 300.00 I paid the original Service Provider as a "non covered costs".

  I did purchase a portable air conditioning OUT of POCKET, and awaiting reimbursement I sent the receipt to Cinch on July 29, no response received.

  Although they did call me back, Whenever I try to call back I get no answer and have left several messages.

   

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

  

  Business Response

  Date: 08/12/2022

  We have received ******************** response and sincerely regret the further issues she has experienced with her air conditioning system. ****************** has been working with her assigned case manager to resolve this matter. Our records show that as of August 9th the work has been completed. Her reimbursement for the portable air conditioning she purchased was mailed on August 5th and she should receive her payment by August 19th.
  
  We appreciate the opportunity to further address her complaint.
  
  Respectfully,
  *****, Customer Relations 

  Customer Answer

  Date: 08/15/2022

   
  Complaint: 17586960
  
  I am rejecting this response because:

  Although they did have the new assigned technician complete the work, I had to pay an additional $544.00 to him. These were "non covered" costs.

  I do not believe I should have had to pay this additional expense. I understand there are "non covered" expenses, however this was work to correct the work their previous service provider conducted.

  In total I had to pay 

  $160.00 deductible

  $300.00 non covered costs to the initial service provider

  and then $544.00 to the new service provider to correct the problem from the previous one.

  Total of ******* out of pocket, mind you we had no Air conditioning from end of June, all of July, and the first week of August.

  When the customer ********************** department called me, they told me they would talk to my "claim agent" about another reimbursement, (other than the portable air conditioner).

  She never called me back, nor did any claim manager.

  I refuse to waste anymore time calling their offices and having to wait 60+ minutes on hold.

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

  

  Business Response

  Date: 08/19/2022

  We have received ******************** rebuttal and on August 3rd a refund was issued for a portable air conditioner she purchased. Her warranty does not address reimbursement for a portable unit, and this was offered as a customer ********************** gesture. She was also reimbursed $200.00 in a good faith effort to acknowledge her frustration and inconvenience.  The compressor was under the Manufacturers warranty but when the technician installed the new compressor **************** was responsible for non-covered charges for reclaim of freon for $85.00 and $350.00 for freon to be added.  Her warranty covers refrigerant, but she has a $10 per pound cap limit for refrigerant, and the refrigerant cost was $45 per pound. Therefore she was charged additionally for the refrigerant added.
  
  On August 3rd we spoke with her directly, and appreciate the opportunity to address her complaint.
  
  Respectfully,
  *****, Customer Relations 

  Customer Answer

  Date: 08/29/2022

   
  Complaint: 17586960
  
  I am rejecting this response because:
  

  I never received the ****** reimbursement.

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

  

  Business Response

  Date: 09/09/2022

  We have received ******************** response. We would foremost like to clarify that she was initially promised $200 toward the reimbursement of a portable air conditioning unit to cool a portion of her home due to the urgency of her situation. That amount was later increased to $250 and ultimately,she was provided slightly more as a reimbursement for purchasing a portable air conditioning unit. Due to confusion surrounding the $200 amount, and it being stated in our previous response that she would receive that as a separate payout, we are honoring that and have since processed a check for $200. She will receive it no later than September 23rd.
  
  We appreciate the opportunity to further address her complaint.
  
  Respectfully,
  *****, Customer Relations 

• Initial Complaint

  Date:07/18/2022

  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 am lodging a formal complaint against Cinch Home Warranty. I have been a customer since the purchase of my home in 2018. My HVAC ceased to function and produced water in the home while on. Two separate Heating &AC technicians, one of which was secured as a contractor by Cinch, deducted the 24 yr. old unit "need to be replaced". Without examining the unit himself, I was told by both an authorization employee, and someone in corporate, that they would not take care of the replacement. I have uploaded my supporting documents for your review, which also includes the price of the replaced unit.

  

  Business Response

  Date: 08/01/2022

  We have received Ms. ****** complaint.  On June 3rd, our service provider went out to diagnose her air conditioner and advised that the condensate drain line was clogged and that was why the water was leaking. ************** was advised that this is not a covered issue, but  it was recommended for her to get her own service provider to look at the unit and do a leak search to determine if there was a leak in her system and to send the invoice to us for review of the failure.  On June 28th ************* had her own company install a new furnace and air conditioning unit.  There is no cause of failure listed and this is considered unauthorized work as the warranty company did not give approval for a replacement. Her warranty specifically states that she will not be reimbursed for unauthorized repairs or replacements.
  
  On August 1st we spoke with her directly and advised this was unauthorized work as she did not send in the invoice with a failure and did not get approval for a furnace and air conditioning replacement.  As a customer ********************** gesture her deductible was reimbursed.
  
  Respectfully,
  *****, Customer Relations 

  Customer Answer

  Date: 08/02/2022

   
  Complaint: 17582804
  
  I am rejecting this response because: The result from 2 different technicians told to me was [the unit] " needs to be replaced".  The possible reason given by the company was never told to me by those who inspected the unit. If in fact Cinch thought it was due to some other possible explanations, they had ample time to demonstrate that.  They never entertained another contractor inspecting the unit, nor did they arrange for further assessment.  I secured the second technician, at my own cost.  As the consumer I acted on the expertise of the 2 technicians who actually inspected the unit.  

  As documented previously, it is the original system to the home, built in 1998.  Cinch in essence determined what they were going to say without any further documentation from their own contactor.  The information they later asked for should have been taken care by their own contractor upon his assessment.  Instead it seems they have put words in his mouth, none of which had been told to me in my home. 

  As the consumer, I feel I have paid for a service that has not been rendered.  They closed the door on the authorization immediately without any good faith measures taken on their part to resolve this issue. Asking for information from another vender, in my opinion is unacceptable, when you have contactors of your own to refer to, and those contractors should not be telling the consumer one thing, and you telling the consumer another.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/12/2022

  We have received Ms. ****** response. The industry professional from within our network assessed her air conditioning system and provided his professional assessment that the issue with her system was related to a clogged condensate drain. This does not fall within the parameters of a mechanical failure due to normal wear and tear. Furthermore, her warranty expressly states that condensate drain lines are not covered nor does it cover performing routine maintenance to assure the drain lines do not become clogged.Her warranty agreement sets the expectation that coverage is determined solely by us - taking into account our providers diagnosis. It is not our normal process to issue second opinions or agree to review follow-up diagnostics when we have declined coverage on a claim within the terms of the contract. In this instance, we agreed to consider coverage as a good faith effort to resolve her complaint. She was made aware of the information requirements needed to complete a review prior to having any work performed. We have email communication with her service company in which they stated they would perform a leak search if ************** requested one. Since she opted not to have the necessary diagnostics performed, we are unable to alter our current decision and her claim remains denied.
  
  We consider this matter closed.
  
  Respectfully,
  *****, Customer Relations 

• Initial Complaint

  Date:07/18/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a order 6/13/2022 for my air conditioner not cooling. I didn't get anyone out until 7/5/2022, the diagnoses was a leak in the coil. I waited another week 1/2 for it to come in and the techs came out it was the wrong one ordered by Cinch. So we had to wait another week 1/2 for the new one to come in. When it did, a different tech came out. He was alone so my husband who is a senior citizen had to help him lift it into the attic. The tech became frustrated because of the heat and the job so he left in the middle of the job. He returned the next day, upon completing the install, he stated there was something else wrong with the compressor. He said the 1st techs should have saw that before they started. He called his supervisor and Cinch; now Cinch wants me to pay again ; this will be the third $75 in order to finish the job that was never completed. Its been a month now. Still nothing, we are still lving in over 100 degree heat.

  

  Business Response

  Date: 08/01/2022

  We have received and reviewed the complaint that was submitted by ****************** regarding her air conditioner. Please know that the claim process for her air conditioning system is not reflective of the level of service we aim to provide our customers. As ****************** indicated in her details of the events there were missed opportunities on our part to ensure a stress-free and efficient process.  The original failure was determined to be with the evaporator coil.  Once the evaporator coil was replaced the technician found the compressor was no longer working and the condensing unit was replaced.
  
  We have confirmed on August 1st the air conditioner has been replaced and working.  We are currently in touch with ****************** to determine if there were any overpayments on the account.
  
  
  Sincerely,
  ****, Customer Relations

  Customer Answer

  Date: 08/01/2022

   
  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:07/18/2022

  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 declined to pay for repairs that are clearly a part of the warranty. In May, we contacted Cinch as our Ac was not working. They sent out a technician and then told us the unit needed to be replaced. However, they would not replace as they could not access the unit. They then told us the file was closed and they could not reconsider repairs for this claim. We appealed for two months, showing them another licensed contractor bid indicating there was NO such access issue. They would not return our calls. With the heat in the house at more than 80 degrees, we authorized a contractor to perform the work at our cost of $10,750. We would like Cinch to reimburse for the cost and inconvenience.

  

  Business Response

  Date: 08/01/2022

  We received Mr. ********** complaint and regret any misunderstanding regarding the coverage provided. In this instance, we advised him that there would need to be corrections made in order to proceed with any work as there was an unsafe access issue getting to his air conditioner. Based on Mr. ********** complaint he made the decision to have the access issue repaired and had the unit replaced outside his warranty agreement. In this instance, his choice to have the unit replaced outside the agreement is considered unauthorized work and will not be reimbursed. This information is provided in the terms and conditions he was sent upon enrollment.
  
  We reached out to ********************** to discuss this matter with him personally, but we were unable to reach him. Should he retain documentation showing the replacement information,we are willing to review it in consideration of reimbursement for any covered portion at our cost. We will make another attempt to reach him to discuss his concerns.
  
  Respectfully,
  *******,Customer Relations

  Customer Answer

  Date: 08/01/2022

   
  Complaint: 17581357
  
  I am rejecting this response because:

  The response from Cinch is not completely accurate.  They had me wait for more than 2 months in the summer rejecting my claim and not returning my calls even when I sent them the other **** repair company's written offer to perform the work stating no safety issues whatsoever.  I was forced to get the work done due to the fact they would not return my calls and we were sleeping on our couch in 80+ temperatures at night.  When I called them, they simply stated the request was closed and they would not reconsider.  I'm encouraged getting the bbb involved that Cinch is more communicative. 

  I did note a missed call from Cinch today, however, they did not leave a voicemail with follow-up instructions or who to contact. I'll await another call. 

  We also are waiting on the paperwork from the **** company that provided the work and will provide this week. 

  If Cinch reimburses for the work, we'll consider this resolved, however, not until then. 

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

  

  Business Response

  Date: 08/12/2022

  We received Mr. ********** response and can confirm we have received the documentation he sent us and it is currently under review. We will remain in contact with him to provide an update on his claim once our review is complete.We will make every effort to complete this process no later than August 17th.
  
  We appreciate the opportunity to further evaluate his claim.
  
  Sincerely,
  Jasmine,Customer Relations 

  Customer Answer

  Date: 10/23/2022

  It appears correspondence from the bbb went to our spam filter that then resulted in an inactive status of the complaint.  From previous correspondence, we imagine it's clear that Cinch made no efforts to resolve the issue.  We have also reached out to Cinch and asked for resolution and they responded with an email letting me know they are looking into the situation.  Cinches tactics clearly indicate a pattern of evading their responsibilities requiring consumers to take decisive third party action in order to get any reasonable response. Again, they had one contractor come to our house and he said, "I don't want to do this work."  Then Cinch claimed it was unsafe to perform the work and refused to send a different contractor for a second opinion. After two month of trying to get a response from Cinch, we had no choice other than to contact the bbb and get the work done. 

  We are simply asking Cinch to reimburse us for the work they should have performed as we have provided all the necessary documentation to refute their reasons for declining the work and our costs. 

  Thanks,

  **

   

  

  Business Response

  Date: 11/02/2022

  We are in receipt of Mr. ********** response. We have reviewed the invoices he submitted for the replacement and installation of his HVAC unit, and approved reimbursement based on the covered work performed. On October 24th we spoke with ********************** directly to let him know the amount for which he is approved. He elected to receive his payment via an electronic funds transfer which took place on October 25th.

  
  We appreciate the opportunity to assist him in resolving this matter.

  
  Respectfully, 
  Jasmine, Customer Relations

  Customer Answer

  Date: 11/03/2022

   
  Complaint: 17581357
  
  I am rejecting this response because:

  Cinch has paid less than $6,000 in reimbursement for the project that cost almost 2x that amount.  We agreed to provide them with additional information they requested, an itemized invoice showing more detail.  We are in process of getting this information now.  

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

  

  Business Response

  Date: 11/11/2022

  We have received Mr. ********** response. As we discussed with him, we are willing to review an itemized invoice in consideration of additional payout. Please understand that this is not a guarantee that Mr. ********** reimbursement will increase, but we are committed to ensuring the right decision is made and any new information will be reviewed in accordance with his warranty agreement.
  
  We appreciate the opportunity to further address his complaint.
  
  Respectfully,
  *******, Customer Relations 

  Customer Answer

  Date: 11/14/2022

   
  Complaint: 17581357
  
  I am rejecting this response because:

  We have requested an itemized report from the contractor that performed the work and finding that is a challenging and unnecessary task as we had previously provided documentation that was requested.  When we receive the information, we'll provide to Cinch for reimbursement. 

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

  

  Business Response

  Date: 11/18/2022

  We are in receipt of ************************** response.  The pricing was based on fair market retail value, and we had to calculate it based on our research since the pricing wasn't itemized. We have offered to review additional information as a courtesy, although we're not required to do so.
  
  We respectfully request that this complaint be closed as we have an open line of communication with **********************, and are simply awaiting the documentation necessary to review in consideration of further compensation. 
  
  Respectfully, 
  *******, Customer Relations

• Initial Complaint

  Date:07/16/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a home warranty plan with ***** in February 2022. I contacted the company because my refrigerator needed repair. Initially I was assigned to a company, but once I contacted the company I was informed that they could not service me because I was not in their area. I contacted the warranty people and informed them. I was told that they had to put my order in something that they referred to as dispatch. I waited and got no response. I contacted them again and complained about how unprofessional it was to not honor their contract. The customer ********************** rep apologized and assigned me to " Lime Light `Appliance", and they came out the next day. They assess the problem and said that they had to get back with the warranty company for approval. As of this writing no one contacted me. I called the warranty people on 07/08 and requested to cancel the contract because I was forced to purchase a refrigerator. I spoke with a customer ********************** rep named "********". ******** tried to persuade me to not cancel but to allow her to try and help me. I repeatedly told her that I did not need their help because I had to purchase a refrigerator because the other one stop getting cold completely and I lost food. ******** then tried to persuade me to not cancel just don't renew the contract and it won't cost me any money. I said no, I was done with the run around. ******** then told me I had to pay to cancel, I said that I was not paying anymore money. I paid the monthly premium and I paid in advance the deductible for service that I did not receive. ******** then blatantly told me that she was not cancelling anything and stated " this is my job." I told her that I was going to report them. I was able to cancel the contract yesterday 07/15 after paying another premium. This has really upset me and in my opinion I feel that they took advantage of me because I am a senior. I would like to get a refund for the contract and the lack of getting repair.

  

  Business Response

  Date: 07/29/2022

  We received Ms. ******* complaint and sincerely regret that she had trouble obtaining service under her agreement. We intend to provide helpful and efficient service, and we expect our service partners to do the same. We value the feedback she provided about her refrigerator claim and her experience with our account services agent. We will ensure that it is provided within the organization in order to improve on future experiences.
  
  In an effort to acknowledge Ms. ******* experience and based on the fact that she was not provided service for her refrigerator, we have honored her request to cancel her warranty and refund the premiums she paid minus the $72 the warranty paid out on her behalf during the term. She will receive this refund back to the card the premiums were paid from within 3 to 5 business days.
  
  We appreciate the opportunity to address her complaint and are sorry to have lost her as a customer.
  
  Respectfully,
  ******, Customer Relations 

  Customer Answer

  Date: 08/01/2022

   
  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:07/16/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I scheduled my washing machine repair on June 14th. The service tech came on the June 22nd and said my machine needed a part that was discontinued. The request was sent in for research. I received the part and had to schedule the install appointment myself. Initially I was told it would *********** weeks to have the original service company back out. I requested another company. When they came out, the tech said he couldnt do it since the part wasnt made for this machine. I called back and got my original service to come out. That tech said the part wasnt made for the machine. My claim went back to research. I called to find out when the part was coming and was told they didnt know. I am going 5 weeks without a washing machine with no eta of repair. Each day I call, it takes multiple calls to get though. I asked for my deductible to be returned but was told no since a visit was made.

  

  Business Response

  Date: 07/29/2022

  We have received and reviewed the complaint submitted by *************** in reference to the claim for her clothes washer. Our mission is to resolve claims in an efficient and stress-free manner, and regret that in this instance that has not been Ms. ******* experience. We have spoken to *************** and she confirmed that she has received the correct part and is scheduled for repair on July 29th. We are committed to following up to ensure her clothes washer is restored to full functionality. As a one time customer ********************** gesture we processed a refund of the deductible she paid, and it will process back to the credit card on file no later than ***** 5th.
  
  We appreciate the opportunity to assist her in resolving this matter, and for the opportunity to address her complaint.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 07/31/2022

   
  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:07/16/2022

  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.

  Issue with heating/ac unit began in Feb 2022. I contacted Cinch to make them aware. I was referred to a local service provider that came out to assess the issue. He misdiagnosed the issue and replaced a part that was not damaged. The service provider stated there were additional parts that were needed. Immediately after, the provider stopped communicating to my numerous attempts to get this issue resolved. I also made several attempts to get this issue resolved with Cinch to have it escalated up to an urgent status, but the rep refused to take any additional steps. My son and I had to endure the winter months in a cold house because the heat was not working. After several complaints, in May 2022, Cinch finally referred me to another service provider. The provider came out and also misdiagnosed the issue. He stated there were problems with my wiring, which was incorrect. He also stopped communicating and the problem was never resolved. I contacted Cinch once again and they took no action and showed no concern with the conditions my son and I had to endure by being in unpleasant living conditions due to the hot weather. Our hardship was due to the incompetent and unreliable service providers sent by Cinch. I had no other choice but to find a reputable local service provider on my own who assessed and properly fixed the issue. I made Cinch aware of what I was doing and was told to submit the receipt for reimbursement. Cinch then refused to acknowledge the repair order and promptly showed a lack of care for the issue and hardship I had to endure and refused to reimburse the cost of the repair.

  

  Business Response

  Date: 07/29/2022

  
  We are in receipt of Ms. ***** complaint and sincerely regret the amount of time she has put forth to resolve this matter. We aim to provide prompt claim resolutions and to connect our homeowners with professional service providers and in this instance we did not meet our objective. 
  
  In some situations, multiple repairs are necessary to bring a system back to full functionality. After multiple failed repair attempts were made on her system, ************ made the decision to hire her own provider and replace the **** system and is now requesting reimbursement of those costs. Her warranty specifically states we are not liable for any costs incurred for work completed without our prior consent as this is considered unauthorized work. After careful consideration of the circumstances surrounding her claim, we made the decision to reimburse ************ for the covered portions of her paid invoice. We spoke with her on July 29th and ************ has accepted this offer and will receive her payment electronically.
  
  We appreciate the opportunity to review her case.
  
  Sincerely,
  *********, Customer Relations 

  Customer Answer

  Date: 07/29/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. While the company still decided to not reimburse the entire cost of the out of pocket expenses I incurred, they are willing to cover a portion of the expenses. This resolution is satisfactory to me.
  
  Sincerely,
  
  *******************