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

  
• 

  Homesure of America

  648 Grassmere Park Nashville, TN 37211-3663

• 

  HMS National

  Homegard Warranty Dallas, TX 75284

• 

  Cinch Home Services, Inc.

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

  
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  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:07/15/2022

  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 ***** Home Warranty contract for 4 to 5 years and have used the warranty on a stove, a refrigerator and another stove. When I wanted service on a dishwasher with broken wheels on the top rack the company made an appointment for a repair man to come out and he never showed up. It took me an addition two weeks to get another appointment and after paying the company for the repair man to come out, the company refused to repair the machine,even though I had told them the reason for the appointment in the first place. I feel that the $75 service fee should be refunded since they knew up front what the issue was and they said they wouldn't cover parts. After this experience I decided to cancel the warranty company, which the contract said that "it could be cancelled at any time for any reason". i had been paying this company $49.99 a month for many years, and when a technician came out to service an appliance I paid a $75,00 service fee up front before they would come out to the house. The first time I called the company to cancel they told me they would cancel but I would need to pay $122.60 to cancel. I told them that I needed to speak with a manager and said that one would call me back in 24 to 48 hours, which they never did. I called after 48 hours and was told that I would now need to pay $175.00 to cancel the contract. I told them to send me a copy of this contract and the reason for the fee. The woman said that she would email it to me and would have a manger call me within 24 hours. Neither of these things happened. This first representative said that if I didn't pay this charge to cancel that they would turn me over to collection.In addition to this run around the company was called ***** Home Warranty, but now the company is called Cinch Home Warranty. I was never told about the company change and never signed any contract with this company who is attempting to charge me a fee to cancel the contract.

  

  Business Response

  Date: 07/29/2022

  We received Mr. ***** *************** complaint and regret the frustration he experienced during the claim on his dishwasher. The warranty only addresses mechanical failures which occur due to normal wear and tear, which is why the wheels on the top rack of the dishwasher were not covered. Although this information is specifically mentioned in the warranty booklet the Becks received upon enrollment into the plan, the agent placing the claim should have reminded them during the claim process prior to placing the claim. Since the claim was placed and the deductible was collected on a non-covered issue, we have refunded the fee paid for service on the dishwasher. They will receive this back to the card it was paid from within 3 to 5 business days.
  
  We also reviewed the Becks membership in the plan and see that over the years we have covered other claims and provided a cost savings based on the premiums collected. Since Mr. ****************** have paid in nearly the same amount we have paid out on their behalf during this term, we have cancelled their agreement without penalty as a good faith gesture to resolve their complaint.
  
  We appreciate the opportunity to answer their complaint.
  
  Sincerely,
  ******, Customer Relations

• Initial Complaint

  Date:07/15/2022

  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 a home warranty with Cinch/Sears. When my dishwasher began making a strange noise, Cinch sent a tech to investigate 11/16/2021. I had service on 3 more occasions and on the last occasion was advised that the issue was the computer (mother board) and that a part needed to be ordered. I waited a couple of weeks and reached out to the provider (AF Svcs) whom informed me that the tech said the issue was electrical (that is not what he told me). Cinch sent an electrician whom told me that I had no electrical issues and that the dishwasher needed to be repaired or replaced. Nothing happened and I phoned again today. I was first told that the electrician never filed a report. The the electrician called today after ***** asked the for a report and told me that the problem was not electrical and that he would file a report saying that the dishwasher needed to be repaired or replaced. Then I received a call from **** in customer ********************** saying that my warranty doesn't cover electrical and they are closing the case. I have been on hold with ***** for a total of 5 hours today (as I am at the moment) and I am exhausted. I'm a single mom with special needs kids and I need a dishwasher. Please help.

  

  Business Response

  Date: 07/29/2022

  We have received Ms. ****** complaint and understand that it can be frustrating when a claim is determined not to meet the standard for coverage as outlined in the warranty agreement. We also understand the importance of making sure the right coverage decision is made. We feel it would be most beneficial to seek another opinion from a service professional to determine if the source of the issue is with the dishwasher itself, or something electrical in the home causing parts of the dishwasher to short out.Should the issue be found once again to be electrical or otherwise not being caused by the dishwasher itself, we will have to stand by our decision to decline coverage as Ms. ****** agreement only covers appliances.
  
  On July 29th we left her a voicemail message and sent an email to advise we are seeking a follow-up opinion and the name and phone number of the service company.
  
  We appreciate the opportunity to address her complaint.
  
  Respectfully,
  ****, Customer Relations 

• Initial Complaint

  Date:07/15/2022

  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 was being charged for two warranties through Cinch-- one purchased from my utility provider, and one purchased directly from Cinch. This situation persisted for over two years and resulted in no increased coverage. In Summer 2021, my air conditioner broke and they attempted to fix it under the terms of plan number *******. After a long delay, a skilled service technician showed up to my house and replaced the capicator. He said he did not know how long it would hold, but that is all the company would pay for. In April 2022, I filed a new claim under plan ********. The contractor assigned would not return my calls, and when I eventually contacted them they said Cinch knew they could no longer take Cinch contracts. Cinch eventually assigned me to someone else who insisted that they could only repair the capacitor. It broke in June. Cinch re-assigned me to the person from 2-3 months previously who had already quit working for them. They obviously would not return my calls. I could not contact Cinch to get a replacement; they eventually re-assigned the person who had done the last inadequate repair. By that time I had already had to pay to fix it myself. I want the following resolution:1) All billing to immediately stop. That would include not paying for any previous work since it was not meaningfully done and Cinch was non-responsive.2) A refund of all moneys paid to Cinch since meaningful service was not provided even with a filed claim.

  

  Business Response

  Date: 07/29/2022

  We have received Mr. ******* complaint and regret the issues he faced in having a network service provider assigned to his claim. We would never intentionally delay resolution of a customers claim and recognize that there were steps we could have taken to ensure a more efficient process.The repair that was completed on Mr. ******* system consisted of replacing a dual run capacitor in April 2022. We are sorry to hear that **************** feels this was not an adequate repair, but this was the only issue identified with his system. His system worked for approximately two months until he notified us he was experiencing additional issues. We understand that it is frustrating when a system suffers subsequent failures after a repair.
  
  Mr. ******* warranty agreement specifically states that he is not entitled to reimbursement for any unauthorized repairs completed,however, we understand that situations arise that necessitate further consideration. We are willing to review documentation from the service company he had perform the work, however, this is not a guarantee of coverage.
  
  Regarding **************** maintaining two policies, this is under further review and we will follow up with him directly to sort out his policies.
  
  On July 29th we left him a voicemail message and sent an email with a detailed list of information necessary to complete the review.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 07/30/2022

   
  Complaint: 17573801
  
  I am rejecting this response because:

  I have received an additional response from the business saying I will be reimbursed if I can provide appropriate documentation. However, that documentation would require having not had an air conditioner in ***** for most of the Summer so I could now get someone to say that it is, in point of fact, broken. I am working with the business on accepting the documentation I do have, but them delaying a response cannot form the basis for a denial of service. I will be happy to update this response if they do, in fact, respond favorably.

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

  

  Business Response

  Date: 08/11/2022

  We have received Mr. ******* response. We offered to review his documentation with the understanding that there is certain information we must have to determine what, if any, of the work completed qualifies for coverage under the terms of the warranty agreement. We have been in communication with **************** to let him know that there is further information needed to review his claim, without which we are unable to provide any compensation.
  
  We regret any inconvenience this may cause.
  
  Respectfully,
  ****, Customer Relations
  

• Initial Complaint

  Date:07/15/2022

  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 my home in Feb of 2022. The purchase included a home warranty with Cinch Home Warranty (Cross County Home Services). I contacted them 07/14/2022 and twice on 07/15/2022. I held on the line for 1 hour 37 mins the first day, 41 minutes before being disconnected prior to reaching a representative and 1 hour 31 mins the second day. I tried to start a service order for idle water in my floor drain by my utility tub. I received several foreign representatives that did not understand my request or policy. I then informed that I will have RotoRooter come out and they said they will not reimburse me due to ******************* Exclusions and Limitations" numbers 16 and 19. "16. This Agreement does not cover any mechanical failure when the covered item or system has been repaired, modified, disabled or adjusted in any way which prevents us or our independent contractor(s) from inspecting, diagnosing and/or repairing the mechanical failure.""19. We are not liable for any damages that result from an independent contractors service, delay in providing service or failure to provide service. We are not liable for any incidental, consequential, special, and/or punitive damages, whether caused by negligence or any other cause, and you agree to waive any and all claims for such damages, arising from, resulting from or related to any independent contractors service, delay in providing service or failure to provide service, including, but not limited to, damages, resulting from delays in securing parts and/or labor, the failure of any equipment used by an independent contractor, labor difficulties, and/or the negligent, tortuous and/or unlawful acts or omissions of any independent contractor."I inquired what does these have to do with reimbursement. The representative said "well this is what could happen if you have someone else come in." I am beyond livid!!! I spent hours on the phone with this incompetent company to have her spew ignorance in lieu of escalating.

  

  Business Response

  Date: 07/29/2022

  We have received Ms. ******* complaint and are sorry to hear that she is dissatisfied with the service she has received. We understand the importance of being accessible to our homeowners and connecting them with trusted experts to assist them in their warranty needs. In an effort to ensure **************** receives the full benefit her warranty agreement guarantees, we reviewed the recorded interactions between **************** and our call center representatives. The first interactions we have on file between our customer ********************** and **************** are on July 14th . She stated she needed to place a service request, and also inquired about the differences between the types of warranties we offer. **************** advised the agent she was in the process of setting up a service order online, but felt she needed to call in to clarify her coverage before paying the deductible. **************** was unhappy with the exchange and requested to be connected to a supervisor. The supervisor she spoke to explained the warranty information **************** was seeking. **************** expressed that she did not think she retained plumbing coverage, and the supervisor confirmed that she does indeed have plumbing stoppage coverage and offered to set **************** up with a service job. **************** declined assistance with placing a claim at that time and wanted to speak to someone in membership services about upgrading her plan.
  
  On July 15th **************** reached out to us again requesting information on how to be reimbursed because she had a company coming to address her plumbing stoppage problem. **************** spoke to customer ********************** as well as a supervisor prior to having the work completed outside the warranty agreement. She was advised that the warranty does not cover work that is performed by a company outside of our network without our prior authorization. She was offered the opportunity to set up a service request multiple times but declined. She was advised on her last interaction with a supervisor on July 15th that the warranty states We have sole authority to select independent contractors. All repair and/or replacement work covered by this Agreement must be performed by an independent contractor and approved by us in advance. We are not responsible for expenses you incur without our express consent. We will not reimburse you for any costs associated with unauthorized repairs or work performed by unauthorized contractors.
  
  **************** was presented with opportunities to adhere to the warranty process by receiving assistance from customer ********************** and supervisors in setting up a claim, and she is also aware that she has the option to set up a service request online. **************** verified at the time of her interaction that she retains a copy of her agreement. We contend that we made good faith efforts in trying to provide the service she is eligible for through her warranty agreement.
  
  We value the feedback **************** provided.
  
  On July 29th we left voicemail messages and sent an email message providing our final decision to decline reimbursement.
  
  Respectfully,
  ****, Customer Relations 

• Initial Complaint

  Date:07/15/2022

  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.

  November 2021 Purchased a Home Appliance Warranty via a repair tech at my home from ***** Home Warranty (Powered by Cinch)June 29 opened a claim for a repair on our refrigerator The claim was outsourced to TJ Appliance Repair LLC. They made an initial visit and determined we need a part.I followed up this week with TJ. They advise trying to get authorization to order the part.I have made multiple attempts to Cinch/*****. Have been left on hold and transferred multiple times. I have tried the corporate office in **********. Same result. I have received conflicting information via the phone tree and the individuals I have spoken to. Some times they cannot find my claim. I have been told I need to speak to the parts department. I have been told to contact TJ directly. (I Have). I tried reaching an executive at Cinch. Same results as described above.

  

  Business Response

  Date: 07/29/2022

  
  We are in receipt of Mr.Hutchinsons complaint and regret the claim for his refrigerator has left him frustrated. We recognize the urgency of having a working refrigerator and would never intentionally delay the resolution of any customers claim. Our records indicate we were waiting on additional information from TJ Appliances and the service request was then reassigned to another in-network service provider.They were originally scheduled to come out on July 21st but due to an emergency, they rescheduled for July 26th. We confirmed on July 28th that 4 parts have been ordered and currently awaiting the delivery of the parts to complete the repairs. We reached out to ************************ on July 28th to provide him with this update but we were unsuccessful in reaching him. A detailed voicemail message was left for him along with our direct contact information should he wish to reach out to us directly. We are committed to remaining in contact with ************************ until his claim is becomes resolved.
  
  Sincerely,
  *********, Customer Relations