Complaints

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

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  Cinch Home Services, Inc.

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

  
• 

  Cinch Home Services, Inc.

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

  
• 

  Cross Country Home Services

  1520 E Greenville Street, Suite K Anderson, SC 29621

• 

  HMS Home Warranty

  2650 Fountainview #200 Houston, TX 77057

• 

  HMS National

  Homegard Warranty Dallas, TX 75284

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

• Initial Complaint

  Date:07/14/2022

  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.

  On June 6th we requested assistance from Cinch with our air conditioner that is not cooling the house. We are in ***** and in a historical heat wave (100+ degree days all month) and have been living in an over 80 degree house for over 30 days and still do not have resolution. I have had Cinch warranty services for almost 3 years and this is the second time I have requested their services. First they tried to send a company that has terrible customer reviews - we refused and they sent a guy from ***** who replaced a part, and not even 24 hours later we have the same issue and the house isn't cooling. We call Cinch again, same guy comes back a second time, puts coolant in the system as he proceeds to tell my husband that he was hungover from the night before, and didn't even realize he had to work. The next day the ** was no longer cooling and ur house was right back in the 80s's. Now, we are on our third request. (by the way it takes hours to get to a human). This is absolutely unacceptable. We have been trying to get assistance for days, and the lady we spoke to 3 days ago after telling her repeatedly that we need a supervisor ignored our requests, and said she sent the issue to "dispatch" as if she was helping us - almost 48 hours later we get an email from some company that's out of ******* (******* is a 3 hour drive to my home. I call the guy and he is telling me they have dispatched him to all of these "emergencies" in different cities in ***** not even close to **. I text him and ask how we aren't considered an emergency after 32 days without air? I have a husband who is heat sensitive as he has MS, I have two little girls who aren't sleeping, a dog, and we have been miserable for days, and Cinch has done nothing but give us the run around and suggest terrible companies that do not fix the problem or are miles away. This has been a complete nightmare and I do not know how this company is getting away with treating it's customers so poorly. This is inhumane.

  

  Business Response

  Date: 07/28/2022

  We have received Ms. ********* complaint and would first like to express that we recognize the urgency of her situation and are invested in ensuring we send the right technician at the right time. A member of our leadership team began working with ******************** on July 19th to resolve this matter, and on July 27th it was confirmed that the repairs were completed and her air conditioning system is now working properly.
  
  We appreciate the opportunity to address her complaint.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 07/30/2022

   
  Complaint: 17570348
  
  I am rejecting this response because: they sent the same technician from ***** on Tuesday 7.26.22 - and he did not fix our air conditioner, it worked for a few days. We are sitting in a hot house, we've exhausted our lodging, and I was just sent to a voicemail of our "Case Manager" who doesn't work on the weekends. My husband has MS and is heat sensitive, we have two children and a dog and it is 103 degrees here in ***** and this has been going on for two months. This is absolutely ridiculous.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/11/2022

  We have received Ms. ********* response and are sorry to hear this issue has not been resolved. Her assigned case manager has been following up with her and an installation appointment is set for August 12th.Her case manager will follow up to ensure this is fully resolved. ******************** has also been provided with an additional credit reimbursement for a portable air conditioner as a customer ********************** gesture.
  
  Respectfully,
  ****, Customer Relations 

• Initial Complaint

  Date:07/14/2022

  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 signed up for a home warranty with this company sometime in October 2021. I had made my monthly premium payments including all service request payments to them for the past months until this month, July. I had placed a service request and paid $85 for which I was unaware of. In the past the service request fees was $75 until recently when I placed a service request for a leaked faucet in my bathroom. Their technician came out and the issue was not resolved. I called back and the technician came out again and still the issue was not resolved. Only to be told by the technician that if I give him $500 he will remedy the problem and I refused and I let the technician know that the service is covered under my warranty and I see no reason I should be giving him money to do the repair and I immediately called the company to let them know what the technician had said and was told to get the service of another technician to fix my leak faucet and they will pay for the cost of the repairs. I called and spoke to a rep and requested for another technician to come out to repair my faucet but my request was turn down instead I was told to request the services of another plumber on my own and provide them the repairs cost once it was done and he proceeded to provide me with their support service email address ( ******************************************************** )to channel all my repairs claims. I was taken aback by their refusal to allow another plumber to come out to do my repair. I didnt want this leak to go on for another day because it was not a pleasant sight to see. I immediately went on ****** and search for a local plumber and I was lucky to find one and he came by my home and check out what was going on and he replace a valve and that didnt resolve the issue and he suggested I get a whole new pump for the faucet and I did and when he replaced it the leak stopped and the problem was resolved. I contacted Cinch and provided my repair cost parts and labor total $308.74. I was not reimbursed.

  

  Business Response

  Date: 07/28/2022

  We have received Mr. ****** complaint. On May 12th a service technician went out and could not locate a failure with his faucet, but advised him he could replace the faucet but since there wasnt a failure and the warranty would not address it. He provided a quote to him for the out-of-pocket expense.  ************** chose to employ a local company on his own to come out and replace the faucet for the $308.74 he mentioned in his complaint. This was considered unauthorized work and would not be covered for reimbursement by the warranty.
  
  On July 14th, ************* sent an email to us advising he wanted to cancel his warranty, but he still owed the remaining balance of the warranty plus a cancellation fee.  The reimbursement for the plumbing claim could not be considered as it was unauthorized work and his premiums had not been paid. Since coverage of any claim is based on his annual membership in the plan, and claims are paid out in advance of premiums, his decision to cancel his agreement and make no further premium payments does not entitle him to services he previously qualified for.
  
  An email was sent to ************** on July 14th, explaining that his reimbursement could not be processed as money was due for the purchase of the warranty that was not fulfilled.
  
  On July 27, a call was placed to ************** and he was advised that the reimbursement could not be processed as the premium has not been paid.
  
  Respectfully,
  *****, Customer Relations 

  Customer Answer

  Date: 07/28/2022

   
  Complaint: 17568488
  
  I am rejecting this response because:
  This is not the correct version of what had transpired. I didnt just request the service of a plumber, I was told to do so by the company. According to them, since the matter of my faucet couldnt be resolved by the technician that was sent that it was okay to get a second opinion and any work done would be reimbursed and I pleaded with them to send me another technician instead but this request was not honored. I was then given the email address to their support services to channel all my request for a refund and when the work was done and the necessary paper works submitted they reneged and I was told that they needed additional information and when I called to ask what additional information was needed I was told proof of payment and I submitted the paper work from the plumber and the receipt for the parts and the request was not honored. I dont know what they are talking about. Besides, when you request service you pay an amount of $85 before a technician is dispatched and I paid that and according to their recording when the work is not done, you get up to 6 months to call back when a issue is not resolved and my work was not done at all. Since their goal was to take my money and not do the work, I was upset when they took the monthly premium from my account when this issue was going on I decided to inform them that they will not take any more money from my account until they can resolve my complaint because as I saw it they were in breached of the terms of the contract they drafted regarding the service calls. In view of that, I decided to let them know that until they can honor the statement made to me they will not be taking any more funds from my account and when they they satisfy my refund, I will ***** them assess to my account but until then, I will not because they were in breached with the terms and conditions of the agreement made to me. By the way, for all the time I called regarding this matter I was told the calls were being recorded. I hope they can make public those calls to you for your perusal and the numbers of times I called to get this matter resolved with them multiple times but to no avail. Furthermore, I didnt just stop them, I didnt because they were not making any efforts to address my concerns. I will be willing to resume my relationship with them provided they honored their part of the agreement with me. I was told by them to get the services of another plumber and I would be reimbursed. If this was not the case why was they requesting for additional information in the first place  before making the reimbursement? In fact, I received calls to this effect. If it was something I did on my own why request for additional information? The issue was not about whether or not I was told to do so or not,  already established based on the call I got from them. By coming up now to suggest that I did this on my own is a total fabrication and they know it. 
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/08/2022

  We have received Mr. ****** rebuttal and after review we confirmed the warranty was cancelled due to the email he sent to us advising that he would no longer be making payments for the warranty and wished to discontinue service. There isnt any reimbursement due as the warranty was not paid in full and claims were paid out on his behalf.   
  
  We spoke with him directly, and appreciate the opportunity to address his complaint.
  
  Respectfully,
  *****, Customer Relations 

  Customer Answer

  Date: 08/08/2022

   
  Complaint: 17568488
  
  I am rejecting this response because: There was no where in my email sent to this company that I mentioned that I was canceling my services. I simply let them know that their failure to make good on their commitment to me, I was denying them access to my account. Please see the contents of my email referenced by them verbatim:

  Greetings!
  This is to inform you that your unwillingness to reimburse me for the repairs that you asked me to do on my home because of the failure of your technicians and after submitting all the necessary invoices and receipts for my repair to be reimbursed but to no avail, I regret to let you know that I will not allow you to take any more funds from my account as premium payments  until my reimbursement is made. This thing being going on for too long and your lackadaisical attitude toward my concerns leave me with no alternative but to ask you to stop taking funds from my account as premium payments for the warranty. What good is the warranty when you cant use it and making payments on it? As you can see, I dont want to be ******* and dimes by you or your institution. Like they said:Hints to a wise is quite sufficient.
  Best regards 
  
  Sincerely,
  
  ***************************

  As you can see, the contents of my email above sent to them after several attempts to reach an amicable resolution to this whole saga felt on deaf ears, leave me with no other alternative but to stop them from taking funds from my account.  There is no where in this email that I mentioned the word cancel. If they had reimbursed me for my repairs per the email request, I would have granted them access . I simply stop them from taking money from my account until my complaint was handled properly.

• Initial Complaint

  Date:07/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cinch home services is a home warranty service provider under ***** brand and I have a home service contract with *****. I recently started having issues with my A/C unit and called for repairs. They sent out a few repair men and after a few diagnostics they deemed that it would be in cinch best interest to replace the unit. Which I agree but when it comes down on who is paying for the job they are wanting me to pay over 12K dollars and they see it deemed for them to just cover $1804.90 out of this whole amount. They said either I can take a cash out for the amount or just pay the rest. I dont see it its fair that for years Ive been paying $70 a month for this warranty if I have to pay for the repairs out of my pocket. I believe this service is a full scam and should be shed to light and hold them responsible for taking advantage of people.

  

  Business Response

  Date: 07/28/2022

  We have received Mr. ******* complaint. **************** provided us with the quotes he was given by ***** for replacement of his air conditioning system and furnace. The quotes he received are for work in a retail setting, and we are investigating this further. On July 28th we spoke with him directly and this case is still being reviewed. We will remain in contact with *************** until this is settled.
  
  Respectfully,
  Jasmine, Customer Relations 

  Customer Answer

  Date: 07/29/2022

   
  Complaint: 17568021
  
  I am rejecting this response because:

  They have not been in contact with me and takes me about 2 hours to reach someone to try and resolve the matter to only get a response that they will further investigate and to give them ************************************ and those 24 hrs turn into 2-3 days before I have to start making phone calls to Cinch again. Everytime I speak to someone they have different storys and no records of previous calls thats why they always have to further investigate. 
  Cinch keeps telling me that ***** quoted me a retail price but when Cinch sent out ***** on Cinch behave ***** made it clear that with the warranty I was getting a $4950 credit from the warranty and $1500 from ***** and I would be responsible for the remainder that is $11539.51 the total was $17964.71 . Now Cinch is trying to do a buyout of $1800 and I would have to look on my own to get it repaired or replaced. 
  They are only covering condenser and Evaporater. But the first and second Tech that came out where going to replace my blower as well and there overseeing that issue aswell. They keep stayeding that they dont have the notes from those techs and only have notes from the third tech that requested the change out but he failed to note the furnace thats where the blower is located. 
  Its been 2 months with a broken A/C and Cinch just keep prolonging the issue to force me to go out and do it on my own for somthing Ive been paying warranty on for a few years. 
  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/11/2022

  We have completed our review of Mr. ******* complaint and the claim for his HVAC system. We have approved an additional payout for the blower, and that has been added to the original authorized claim credit. On August 11th we called him again but were unsuccessful in speaking with him this time. We left a voicemail message and sent an email to provide him with this update.
  
  We appreciate the opportunity to further address his complaint.
  
  Respectfully,
  Jasmine,Customer Relations 

• Initial Complaint

  Date:07/14/2022

  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 purchased the Cinch home warranty when we bought our house. Our pool heater stopped working so we filed a claim through the warranty. They were unable to find someone that could repair the heater and authorized us to find someone and said they would pay for it. We found a repair company having to pay them $100 to come out to diagnose the problem and they gave us the **** it was $1200.00. We sent the **** to Cinch and they authorized it. We also had to pay the copayment of $110. After we got it fixed and payed the company, Cinch tells us they will only pay what the part would cost if they were able to buy it and only payed $386.82. Which after the deductible and the payment for the other company to just come out and diagnose the problem since Cinch could not find someone we only were reimbursed a little over $100. We now have a second claim on for our refrigerator that quit working. They sent over a technician and he said that ** covers their compressors for 10 year and they would have to check about going through ** first before they could do anything. We have been waiting for 4 days now without a refrigerator and when we called the technician said he was waiting to see what Cinch wanted him to do. I have called ** in the meantime and since I was not the original purchaser and dont have a purchase date they will not help us! Cinch seems to not want to help their customers with the claims and tries to find the cheapest and easy way out.

  

  Business Response

  Date: 07/28/2022

  We have received Ms. ********* complaint on both the pool heater and the refrigerator.  Regarding the refrigerator we reached out to ** and were advised that parts were ordered and the unit was repaired on July 25th.  With regards to the pool heater invoice that ******************** sent the cleaning of the condensing coil for $388.68 was not reimbursed as cleaning is not addressed by the warranty, however the contactors are covered and only half was reimbursed.  We processed the other half of the $709.67 which is $322.85 and sent the remaining reimbursement to ********************.
  
  On July 27th we reached out to ******************** to address her complaint and received her voicemail and left her a voicemail message.
  
  Respectfully,
  *****, Customer Relations 

• Initial Complaint

  Date:07/14/2022

  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 air conditioner went out and they sent out a provider to fix it. He was very rude he didnt want me asking any questions. He said that I should of took care of my unit. And said that its not their job to educate me. That should study online how care and know whats wrong with it. If thats the case than I would be doing his job. He was argumentative and refusing tell me how much would cost for the issue. And he blame me on the problem. Saying that the up keep was not taking care of. The air conditioner will be going on A 1year of coming shortly. So was not time for upkeep check up. Cinch had an agent call me yesterday saying that wouldnt cover Air conditioner due to the maintenance not been cared for. Also my air conditioner has a warranty since it is new. They are refusing to service the job and said I can pay for service or call a different company. They never gave me a quote they keep going around it. The service technican who came 7/13/22 said that will never come back again or service. He was having bad day and they shouldnt have guy like that representing their company. Im upset that he yelled at a senior citizen and gave her a panic attack. I complained to Cinch but they didnt care. They dont want honor things also I want them send new person to diagnosed it correctly. The msn told them things incorrectly so they would denial the claim. For some reason he had it out on us I dont know if he is overworked due to the economy. But it still no reason to give people bad customer **********************. And leave them hanging with not knowing what to do. I had been out of the Air conditioner since June and finally sent someone out after three attempts of calling them. I waited on hold over 1hour for an agent to say she was transferring me to the complaint department. For someone pick up the phone and hung up. I cant never get anyone on phone due to extremely long waits. Over transfer to different departments. Or agents our not knowledgeable I just want things fixed

  Customer Answer

  Date: 07/21/2022

  This is concerning to a case that was closed ******** I was advised if I have questions to notify *************************** She trying tell me call Cinch I told her I already talked to them and they refused to fix the Air conditioner and it's still in warranty. She claims that she works for ***** and they reopened the case from 2021. I filled out new complaint for 2022 different issue on behalf of Cinch not *****. I'm going forward you email that we send back in forth. BBB Complaint Case - Central AC Issue Inbox **********************, I The coverage on your AC unit is not through *****, your coverage is through HomeSure of America, Inc. which administered by Cinch Home Services. HomeSure Services, **** is not a related or owned entity of ***** Holding Corporation, ***** ******* & Company or ***** Home Services (collectively *****); the Agreement is branded with the ***** name only. Cinch Home Service only contracted us to send a technician, which there seemed to be a problem between him and your mother. You mentioned on your voicemail that you still need service. You will have to contact Cinch Home Services to request service and they can send you a different service provider. I thought you worked for Cinch thats who I put that disputed against with the BBB. I didnt do it through *****. Cinch notified me on 7/13/2022 over the phone that they wouldnt cover the *** Thats my whole reason getting them involved because its a new unit. **************************** 3:26 PM (2 hours ago) to me ********, I am not 100% positive, but from my understanding, Cinch will not cover a repair if it is covered by the manufacturers warranty. You mentioned that it was installed about a year ago, so you should have been provided documentation on the warranty. If you were, then you should contact the manufacturer for the warranty repair. If you dont have that information, perhaps Cinch can help you with who to contact. I'm tired of the running around with Cinch

  Finish the job; Repair; Contact by the business

  
  

  

  Business Response

  Date: 07/29/2022

  We have received *********************************** complaint and regret the amount of effort she has put forth to resolve this matter. Our goal is to be there in our customers time of need and we have reviewed her account thoroughly.
  
  We have no record of ********************** requesting service in our system. Upon speaking with her on July 29th, we learned she contacted ***** directly to request service on the air conditioner.  Our records indicate we replaced her system in July 2021. Her system carries a manufacturer's warranty the first year which supersedes our coverage. Should there be a failure with the unit,********************** will have to go through the manufacturer for the repairs. We will cover the cost of any labor the manufacturer will not cover. based on this information, we have agreed to send a provider out to her home for a 2nd opinion of the failure and we will follow up with her after this appointment to determine the next steps.
  
  We appreciate the opportunity to review her case.
  
  Respectfully,
  ******,Customer Relations

• Initial Complaint

  Date:07/14/2022

  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.

  This Warranty company has ripped me off twice in one year first let me start...they do not have a signed contract with me this warranty unfortunately came with the house that I bought last year I called these people out twice in one year for the same issue the first time they charge me $100 just to speak to someone the man came out didn't nothing to the toilet I wait a couple months later and I tried to get it fixed with them again saying that they bring someone else out to fix it again I had to pay $100 before I could even speak to someone to ask a question and again they sent the same person out and he again did nothing then they sent out a new person and he again said he could not fix it .I only needed a handyman so again they took my money and did not render service I'm asking for full refund but both jobs that weren't never done for the same toilet I would not have purchased this company for warranty unfortunately it came with the house the warranty is in someone else name and then they decide to put it into the new owner name without a signed contract so there's no way I could cancel a contract that I never signed but they have my money just like many other people but I want my money back they need to be a class action against this company and I'm sure it will be coming in the future because it seemed to happen a lot you can't get service unless you pay $100 to speak to someone and they still don't fix your issue. As you can see as the owner I never purchased this warranty the previous owner did . So we cannot cancel the service because we did not pay them to $600 a year but they charged us every time we call to speak to someone $100 twice . This company is a nightmare

  

  Business Response

  Date: 07/28/2022

  We have received Ms. ******** complaint and are sorry to hear that her experience with the claim for her toilet has left her frustrated, and she is unhappy with the service she has received. We aim to be there for our customers in their time of need, and to send the right technician at the right time. We regret that in this instance we did not meet that objective.
  
  The issue reported with her toilet was actually related to the flooring, which is not covered by the warranty agreement and so coverage was declined. We only show that ****************** has paid one deductible in 2022 and that has been refunded to her already. On July 27th we reached out to her by phone and left her a voicemail message, as well as sent an email message to follow up and confirm that she wishes to discontinue her agreement.She responded via email and confirmed she wanted to cancel. Her request has been forwarded to our account services for further follow up.
  
  We appreciate the opportunity to complaint her complaint.
  
  Respectfully,
  Jasmine, Customer Relations 

  Customer Answer

  Date: 07/28/2022

   
  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:07/14/2022

  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.

  My policy with this company non-renewed on 6/30/22.On 6/21/22, I submitted a claim regarding a toilet that was leaking. A technician came out the following Wednesday, 6/30/22 and diagnosed that the toilet had a crack that was causing the leak and would need to be replaced. The technician confirmed that he would call in the request to this company. I confirmed that this was done by checking their website, pulling up my account number and confirmed that the diagnosis was received. After 3 days, I did not get an update regarding my claim. I started calling every day from 7/5/22, but could never get anyone on the phone. Whenever I called, I was informed that I received customer ********************** and they would need to transfer me to the correct department to address my claim issue. On average, I waited 54 minutes each time before I hanging ** in frustration. I finally got through to someone last week and she advised that for whatever reason, my claim had not been forwarded to their authorizations **** and advised that she would do so and someone would call me back on Monday, 7/11/22. No one called, so I called on Thursday, 7/14/22 and spoke with "*****" who advised that my policy had been cancelled and he had no information. I advised that my policy did not expire until 6/30/22 and that this claim was put in on 6/21/22 prior to it being cancelled and that they had an obligation to complete my repair. He advised that he had no information and when I requested that he transfer me to a supervisor, he said he could not do that. At this time, I am completely frustrated with this company and note that what they are doing is unethical and is in violation of the terms of their contract. I am seeking assistance in getting this resolved. Sincerely, *********************

  

  Business Response

  Date: 07/27/2022

  We received Mr. ****** complaint and regret the claim for his toilet has left him frustrated. We aim to provide an effortless claims process and that our agents will provide accurate and helpful information during each interaction which we recognize was not Mr. ****** experience. Since submission of his complaint, we have approved the replacement of his toilet and we are working with the assigned provider to finalize the claim.
  
  We spoke with ************** on July 26th and provided him with this update.We will remain in contact with him until the case is resolved.
  
  Respectfully,
  *********,Customer Relations   
  

  Customer Answer

  Date: 07/28/2022

   
  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 ended up selecting a cash out option so that I could get the toilet myself and find someone else to put it in. This was not the ideal situation, but I am over dealing with this company and the inept providers that they choose as their vendors. Thanks for your help.  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/14/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I purchased a warranty from ***** in December 2021. We called in February 2022 to request a technician as our A/C unit stopped working. Since March, three technicians have come out but the issue has not been resolved. The first tech advised he could not do anything because it was raining, the second tech was rude and disrespectful to my husband while on our property and was reported to *****, and the third technician said he couldn't do anything because it was raining but he would order a part and follow-up with us. After months of receiving the run around from ***** and having them call us every other day to advise they would be coming back out; we have yet to see another technician. On May 26th I contacted ***** and requested to cancel my policy. The rep provided an email address and said we had to request to cancel in writing as well as ask for a full refund. The email was sent on May 27th; however, we did not hear back from anyone. On June 6th my grand-daughter and I spent almost 3 hours on the phone with no resolution. We spoke with ***** from customer **********************, ****** from claims, and **** from member services. Each person passed us off to another department after learning that we were requesting to cancel the policy and receive a refund for the monthly fees from January through May and a refund of the $100 service fee. A complaint was filed against Transform Holdco, LLC on June 6 via the BBB, and a response was received on July 6. The company advised Cinch stated a full refund was provided and an attempt was made to contact me but the ** was full. This is not true as there are two numbers on file and no refund was received from the company. I am filing another complaint as Transform Holdco advised that we needed to connect with Cinch as they are unable to process a refund. To ensure contact is made, I have added our grand-daughter, ******************************* number to the complaint as she is authorized to speak on our behalf.

  

  Business Response

  Date: 07/26/2022

  We are in receipt of Mrs. ******* complaint and regret the amount of effort she has put forth to resolve this matter. We aim to provide helpful and professional customer ********************** during each interaction and recognize this was not her experience. Our records  indicate Mrs. ******* policy has been cancelled effective June 6th, and a refund of the premiums was processed on July 6th back to the card we have on file. We reached out to ***************** on July 25th to provide this information but we were unsuccessful in reaching her. We will make another attempt to speak with ***************** to address her concerns.
  
  We appreciate the opportunity to review her case.
  
  Sincerely,
  *********,Customer Relations