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

  
• 

  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

  
• 

  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:05/28/2025

  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.

  There are no options for Electrical work that is needed. They want to charge for a call to their service center so that I can properly provide the right amount of context for the service request. Rekeying below is another issue, see screenshots.

  

  Business Response

  Date: 06/11/2025

  We are in receipt of Mr. Martinez’s complaint and appreciate
  the opportunity to respond to his concerns. We regret any inconvenience or
  confusion he experienced while trying to utilize the ReKey benefit included
  with his home warranty plan. The ReKey service is offered as an additional
  benefit under certain Real Estate Buyer plans, not as a covered service under
  the warranty itself. We do not dispatch or schedule this service, nor does it
  provide reimbursement. Instead, eligible customers are provided access to
  pre-screened locksmiths in their area who offer this service at a preferred,
  discounted rate — typically between $75 and $100, depending on the provider and
  location.
  
  In reference to the Mr. Martinez’s comment about electrical
  work, we understand the desire to provide context before submitting a formal
  request. However, per the terms of the plan, a service fee is required to
  initiate a request and dispatch a licensed technician to assess the issue. This
  deductible payment covers the technician’s visit, initial diagnosis, and any
  covered work that is addressed by the warranty. Our Customer Service team can
  assist with general questions, but they cannot waive the service fee or
  diagnose electrical issues over the phone.
  
  We hope this clarifies the nature of the ReKey benefit and
  the service process under the home warranty plan. We called Mr. Martinez on
  June 11th to further address his concerns. We were not successful in
  speaking with him and left a voicemail message with our contact information for
  a direct follow up. We have also sent an email communication and remain
  available to assist him with any remaining questions or concerns.
  
  Respectfully,
  
  Angela, Customer Relations
  
  

• Initial Complaint

  Date:05/28/2025

  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 warrenty that states if they cant fix it they replace it. I have had 5 appointments in the last 3 months for my washing machine and still no resolution. I was told the parts are no longer available and still I sit here for 3 month without a fixed machine or a replacement. I waited yesterday from 8-5pm as I had a scheduled appointment but no one showed up and I received no calls telling me they could not get the part. I have wasted numerous hours on the phone, been lied to, hung up on, transferred consistently and wasted 40 additional hours waiting for technicians who still have not repaired my washer.

  

  Business Response

  Date: 06/11/2025

  We are in receipt of Ms.
  Soares’s complaint and sincerely apologize for the frustration and
  inconvenience she has experienced throughout this process. We understand how
  essential a working clothes washer is, and we regret the multiple delays and
  miscommunication that occurred during the handling of her claim.
  
  Ms. Soares is correct in
  stating that several service appointments were scheduled over the past three
  months, and unfortunately, these efforts did not result in a successful repair.
  Additionally, we acknowledge and regret that she waited for a technician on a
  recent appointment and was not contacted in advance regarding the missed visit.
  This falls short of our standards for customer service, and we are actively
  addressing this issue with the service provider involved.
  
  We also understand Ms.
  Soares’s concerns about long wait times, transfers, and call experiences. We
  take such feedback seriously and are reviewing the call history to identify
  areas for improvement in how her concerns were handled.
  
  Following a thorough review
  of her claim, it was determined that the required parts to repair the clothes
  washer were no longer available. We have been in contact with Ms. Soares to
  address her concerns. In line with the terms of her warranty coverage, we
  finalized the claim for a replacement. She has chosen to accept the cash
  allowance instead of our replacement offer, which allows her to purchase and
  install a new clothes washer of her choice. The payment has been processed and is being expedited via
  Federal Express delivery. Additionally, we have refunded her deductible payment
  as a customer service gesture.
  
  We appreciate the opportunity
  to review her case. While we are pleased the matter has now been resolved, we
  acknowledge that the experience did not meet expectations and are committed to
  using this feedback to improve our processes moving forward.
  
  Respectfully,
  
  Courtney, Customer Relations 

• Initial Complaint

  Date:05/28/2025

  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 have a home warranty with Cinch Home Services that covers up to $5,000 for HVAC replacement. My system is over 30 years old, uses R-22 refrigerant (which is banned and no longer supported), and now has a confirmed refrigerant leak.Cinch dispatched a technician from ****** who inspected the unit and stated that:The system is extremely old (likely early 1990s)It uses obsolete R-22 refrigerant The coil is likely leaking and he does not know how to obtain compatible parts He recommended full replacement, not repair Despite this, Cinch is denying replacement coverage and instead issued a statement asking me to pay $399.20 out of pocket for refrigerant aloneon a system they know is unrepairable and that I cannot legally or practically continue to operate long term.Their contract states that air conditioning systems are covered up to $5,000 and includes refrigerant coverage up to $10 per pound. But that $10/lb cap leaves me paying nearly $400 to temporarily recharge a broken unitwithout fixing the underlying issue or honoring the replacement recommendation of their own technician.I am requesting that Cinch:Approve full replacement of the unit under my warrantys stated terms OR Provide a full written explanation why they are refusing to honor replacement coverage when their technician has clearly stated that repair is not practical I am filing this complaint to seek resolution before pursuing other remedies.

  

  Business Response

  Date: 06/11/2025

  We are in receipt of Mr. ********** complaint and appreciate the chance to clarify the circumstances and address his concerns.
  
  The initial assessment of *************** air conditioner system indicated that the system was only partially charged and that no visible leaks were found through an electronic leak test.The technician recommended adding refrigerant and potentially using leak seal,with a suggestion to convert the system to R-44B. At that time, no data tag information was available, and the technician did not confirm a line set leak.He also mentioned that a nitrogen leak test could be performed, though Mr. ********* would be responsible for covering the refrigerant reclaim if needed.
  
  Subsequently, the service provider conducted a nitrogen pressure test, which revealed a rapid pressure loss on the low side. Based on this result, the technician suspected an evaporator coil leak. Due to the system's age and the fact that it uses obsolete R-22 refrigerant, a full system replacement was deemed the most appropriate course of action. After receiving and reviewing this updated diagnosis, we approved a full system replacement in accordance with the contract terms.
  
  Mr. ********* was notified of the non-covered charges related to installation and system modifications, which are common in replacements involving older systems. These costs were paid directly to *****, and the installation is currently scheduled for June 11,2025.
  
  We understand Mr. ********** frustration during the diagnostic process and regret any confusion or inconvenience experienced. While some initial efforts were made to explore repair options in line with standard procedure, we acted promptly once the system was confirmed as unrepairable.
  
  We remain committed to delivering quality service and support throughout the installation process.
  
  Respectfully,
  
  ******, Customer Relations
  

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23386954
  
  I am rejecting this response because:

  
  While I do appreciate that Cinch ultimately approved the system replacement, their response does not fully reflect the delays, miscommunication, and unnecessary expenses I experienced.

  Cinch did not act promptly. The original ***** ********** clearly recommended full system replacement on the first visit due to the extreme age of the unit, missing data tag, obsolete R-22 refrigerant, and unavailability of compatible parts. At no point did he recommend recharging the systemhe made it clear on both visits that it would not be a reliable or cost-effective solution.
  

  Despite this, Cinch failed to act on his recommendation. Because Cinch was unresponsive, the ********** returned and performed a nitrogen pressure testwhich Cinch later acknowledged should not have been done, since the system was already deemed unrepairable. I was charged $200 for a test that was ultimately unnecessary.
  

  Additionally, I had to take over an hour away from work to speak with Cinchs customer ********************** team to push for resolutionsomething that would not have been necessary if Cinch had responded appropriately to the **********s initial findings. A second ********** had to be sent out solely because the first ********** wasn't provided with the correct paperwork, further delaying the process.

  To summarize, I was:
  *Charged $200 for a test that Cinch later said should not have been performed
  *Required to make multiple time-consuming calls to resolve an issue that should have been straightforward
  *Delayed due to internal coordination issues between Cinch and its own contractor
  

  I request reimbursement for the $200 nitrogen test, which was both avoidable and unnecessary based on the **********s original recommendation.
  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 06/21/2025

  We are in receipt of Mr. ********** rebuttal. We regret the delays, miscommunication, and added frustration he experienced during the handling of his HVAC service request.While our goal is always to proceed in alignment with contract terms and provide timely resolution, we understand that parts of this experience did not meet expectations.
  
  The nitrogen pressure test was performed as part of the diagnostic process to confirm the source of the issue. While it followed standard procedure at the time, we acknowledge Mr. ********** concerns regarding the necessity of the test, especially in light of the technicians original replacement recommendation. In consideration of the circumstances and the inconvenience caused, we will reimburse Mr. ********* the costs for the nitrogen test. The payment is currently processing, which will be issued as a check and should be received by mail within 7 to 10 business days.
  
  We also acknowledge the additional time and effort Mr. ********* invested in contacting our customer ********************** team and helping to move the process forward. His feedback has been shared with the appropriate internal teams for review, and we are taking steps to improve coordination and communication between our representatives and network technicians.
  
  We hope this resolution reflects our commitment to addressing his concerns appropriately.
  
  Respectfully,
  
  ******, Customer Relations 

  Customer Answer

  Date: 06/21/2025

   
  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:05/27/2025

  Type:Order 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.

  2 weeks ago my air conditioner stopped working. I had purchased Cinch warranty for $750 and then paid $200 for someone to come out and look. They said it was totally broken and have not come out to fix or replace. Giving me the run around for 2 weeks. I want a refund for the yearly fee and my $200

  

  Business Response

  Date: 06/10/2025

  We have received Mr. Paxos’s
  complaint and sincerely regret any inconvenience he experienced.
  
  Upon reviewing our records,
  we can confirm that he contacted us regarding an issue with his air
  conditioner. A service technician was dispatched in response; however, we did
  not receive a completed service report or sufficient details to proceed with
  the request. Mr. Paxos subsequently chose to cancel the service, and his
  deductible was refunded to the original payment method.
  
  Mr. Paxos has since canceled
  his policy. While we regret that his experience did not meet the standard of
  service we strive to provide, we are issuing a full refund of the premiums paid
  for the home warranty. These funds should be returned to him within 3 to 5
  business days.
  
  We remain available should
  Mr. Paxos have any additional questions or concerns.
  
  We appreciate the opportunity
  to review this matter.
  
  Respectfully,
  
  Angela, Customer Relations 

• Initial Complaint

  Date:05/25/2025

  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 5/25/2025 at 0754 a.m. I placed a claim for hot water heater noise online. The company assigned has terrible reviews. I called warranty company to request change of provider. A new provider was found, and the *** was telling me they cannot assign the provider until they spoke with the company and wait until Tuesday. I asked to escalate the call and was told claims team won't be available to dispatch until Tuesday. I explained in the past they have changed and assigned providers and gave me the information to call on my own. The first ******** ********************** *** refused and hung up as I explained the seriousness of a busted hot water tank. Called back spoke to ***** and re-explained still no support and said if the tank bust it's not on them. I asked if I could call previous assigned providers to come out and told me I would not be reimbursed. No accountability or urgency to solve a problem before it becomes a major problem. Not understanding why, we as consumers are paying for services and when urgent matter arise are given a hard time. Never had a problem to be reassigned a provider. How can you have a weekend team, and no one has the authority to process a claim. Now I have to wait until Tuesday hoping a hot water tank don't leak before causing me thousands of dollars in damage. This sears home warranty ******** ********************** is horrible. If they couldn't get a hold of the provider, why not let the ******** reach out for results.

  

  Business Response

  Date: 06/06/2025

  We are in receipt of the complaint from Ms. ******* and appreciate the opportunity to respond. We regret that the initial experience fell short of expectations and would like to provide clarification and context surrounding this service request.
  
  Our records show that ********** initiated a service request on Sunday, May 25, 2025, regarding an issue with her water heater. The service request was promptly reviewed, and an appointment was scheduled with the assigned provider for Tuesday, May 27th,which was the earliest available business day due to the Memorial Day holiday weekend.
  
  We understand that ********** was concerned about the providers online reviews and requested a re-assignment. While we do our best to accommodate provider change requests when appropriate, we are required to first attempt to contact the initially assigned provider to avoid delays or confusion, particularly when an appointment has already been confirmed. During weekends and holidays, provider offices may be closed, which can delay confirmation or reassignment.
  
  Please know that we strive to address urgent issues as quickly as possible. Ultimately the technician who assessed the unit on May 27th found that the water heater was leaking and required replacement. We approved the necessary work, and the replacement has since been completed.
  
  We regret any frustration caused by the initial phone interactions and are reviewing that feedback internally. While our procedures are in place to ensure proper coordination and service quality, we also understand how important responsiveness and communication are to our customers, especially during a potential emergency.
  
  We appreciate Ms. ******** patience and the opportunity to complete this repair. Should she need additional assistance going forward, we remain available and ready to help.
  
  Respectfully,
  
  ******, Customer Relations 

• Initial Complaint

  Date:05/23/2025

  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 filing a complaint with the BBB because my requested services have not been fulfilled by Cinch and ***** Home Services, the company contracted by Cinch to service my air conditioning unit. I originally contacted Cinch on 5/1/2024 when my A/C unit stopped working. The job was assigned to ***** Home Services and the technician came for a diagnostic appointment on 5/2/2024. The service provider added freon and the ** worked through 5/5/2024. I called to request service again and an appointment was scheduled with ***** Home Services for 5/13/2024 between 1:00-5:00. Each time a service appointment was scheduled with *****, I would received a text message letting me know the date and time frame of my appointment. I am also asked to confirm my appointment by texting back 1. On the day of the appointment I am sent a link that shows the technicians name, location, and ***. I received all of this information for the 5/13 appointment, however, the technician never came or called. I checked the link and noticed the appointment was now scheduled for 5/20 between 1:00-5:00. As of today, my ** unit has still not been repaired. Since my original request for service to Cinch on 5/1/2024 I have had 14 instances of either no call/no shows from technicians; or canceled/rescheduled appointments without prior notice; or technicians arriving to my home with no prior knowledge of what needs to be fixed or replaced on my unit, thus being unable to complete the work, along with number calls to customer **********************. The most recent instance was today, 5/23/25, when my service appointment was canceled at the last minute. I have these instances documented by date and time along with my calls to customer ********************** with both ********************** and ***** Home services. Each time I contact Cinch or ***** Home Services they pass the buck to each other. I make monthly payments to Cinch for my home warranty services and have yet to have the services detailed in my contract completed.

  Customer Answer

  Date: 06/04/2025

  Today marks the 15th missed or rescheduled appointment for my AC Repair by Cinch home warranty.  My appointment on 5/23/25 was cancelled and then rescheduled to Wednesday, 6/4/25, between 8:00-5:00, 12 days later.  The link provided by ***** showed my Technicians name and ETA between 3:42-4:51. I received a message today at 2:14 p.m. stating the technician had arrived at my home.  There was no one here and Ive been home all day. I called ***** and their automated system could not find my appointment and I did not receive the option to speak to a live agent at the time.  I called Cinch and spoke to a live agent who said their systems showed the service had been completed.  I explained to the customer ********************** ***resentative that no one had been to my home or called me. The customer ********************** *** attempted to assign the service job to another service provider but could not because it was denied by the Cinch HVAC authorization department. I spoke with someone from the escalation team and they also attempted to assign a new service provider but could not for the same reason. I was also told the service job could not be rescheduled with ***** because,according to *****, their records show the job was completed today and there is no availability to reschedule. I was then told that the escalation team member I was speaking with spoke with their back office and they recommended escalation to a higher department within Cinch.  A case manager would be assigned and they would contact me directly in 3-5 business days. At 3:54 p.m. I received a text message with a new ***** service appointment for Tuesday, 6/10 between 8:00-5:00,6 days after my current appointment. 
  At this point, I have no trust that Cinch or ***** are going to honor my contract and ***air my AC unit. I have lost countless work time by having to stay at home for appointments that have never happened.  I have wasted countless hours calling Cinch and ***** with no resolution. 

  

  Business Response

  Date: 06/06/2025

  We received Ms. ******* complaint and sincerely regret and apologize for the amount of effort she has put forth trying to obtain service.Please know, we would never intentionally allow a claim to be delayed or expect our service partner to not show up for multiple appointments. We are reviewing her case to ensure that these issues are addressed from this point to ensure better communication and completed service calls in the future.
  
  We spoke with Ms. ****** on June 6th to discuss her concerns and emphasize our willingness to assist her in completing her claim as quickly as possible. She has an appointment set up for June 10th and we have made a commitment to ensure that service takes place as planned and if for some reason it does not we will move forward with an alternate path forward to ensure her claim is completed.
  
  She retains our direct contact information and is welcomed to follow up directly should she need further assistance.
  
  Respectfully,
  ****, Customer Relations  

• Initial Complaint

  Date:05/23/2025

  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.

  In June 2023 you put new coils in the inside a/c unit. They are already leaking. Your solution was to put stop leak in the system. Two short term/temporary repairs and expect me to pay the additional coolant cost. The stop leak will fail in short time and again additional costs. I will not keep paying for your improper work. If you put the proper part in this would not be happening. What kind of health effects are happening with this leaking into my home? I will consult with the *** and other agencies reguarding this matter. You made this mess, you fix it right.

  

  Business Response

  Date: 06/06/2025

  We are in receipt of Mr.******* complaint and regret that he has encountered another issue with his HVAC system. We understand how frustrating this experience must be,particularly following the coil replacement completed in 2023. We appreciate the opportunity to review his concerns and assist where possible.
  
  Regarding his current service request, our records confirm that we approved the service providers recommendation to apply a leak stop substance to address the issue. This approach is commonly used in ************ to manage minor or difficult-to-locate leaks, particularly in cases where full part replacement is not immediately necessary or feasible. While not always a permanent solution,it is considered an industry-accepted repair method under certain circumstances and was recommended by the licensed technician assigned to Mr. ******* service request.
  
  In addition to the repair,the technician reported that five pounds of refrigerant were required to recharge the system. In accordance with the terms of Mr. ******* coverage, the service plan provides up to $10 per pound toward the cost of refrigerant. The technician advised a retail rate of $95 per pound, which left a remaining balance that would need to be paid by Mr. ******* Since he declined to pay the difference, the technician did not proceed with the refrigerant recharge.
  
  We respect Mr. ******* concerns and understand his frustration, particularly given the history of this system. However, the refrigerant allowance and coverage limits are clearly outlined in the service agreement and are applied consistently. Our role is to authorize repairs and communicate any partial coverage amounts up front, which we did in this case.
  
  At this time, the approved repair has been completed, and the only outstanding item is the refrigerant recharge. Should Mr. ****** choose to move forward, we encourage him to contact the service provider directly to complete the process. We remain available to support any coordination needed.
  
  Respectfully,
  ******, Customer Relations

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23370681
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******

  2 improper repairs... It will leak again soon and I am not going to keep paying for your bad work..

  

  Business Response

  Date: 06/13/2025

  Thank you for the opportunity to respond to Mr. ******* concerns. We understand and regret his frustration regarding the **** issues he has experienced.
  
  As previously noted, ********* received a full evaporator coil replacement in 2023. While that repair was only partially covered under the terms of his plan, we elected to cover the non-covered portion as a customer ********************** gesture due to part order delays,resulting in no out-of-pocket costs to him at that time.
  
  More recently, when ********* reported a new issue, we authorized the use of a leak stop solution based on the licensed service providers diagnosis. There are many reasons an evaporator coil can develop leaks over time, including normal wear and tear, corrosion,and environmental conditions. Importantly, the technicians report included no indication that the current issue was caused by improper installation of the previously replaced coil.
  
  In this case, the technician also advised that five pounds of refrigerant were needed to recharge the system. As outlined in Mr. ******* service agreement, we provide an allowance of up to $10 per pound of refrigerant, with any excess cost being the customers responsibility. Although Mr. ****** was not satisfied with the out-of-pocket requirement, the service provider completed all approved work except the refrigerant recharge, which was declined at Mr. ******* request due to the uncovered portion of the cost.
  
  We also want to reaffirm that all covered repairs are protected by our 180-day workmanship guarantee. If the same failure occurs within that time, the necessary repairs will be completed without requiring an additional deductible payment.
  
  While we recognize ********** concerns about potential future costs, we have complied with the terms of his plan, authorized appropriate repairs, and have extended additional goodwill coverage in the past. The approved repairs have been completed, and the refrigerant recharge remains available should Mr. ****** choose to proceed by contacting the service provider directly.
  
  We remain committed to assisting Mr. ****** within the scope of his plan and welcome the opportunity to support any future service needs under his coverage.
  
  Respectfully,
  
  ******, Customer Relations
  

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23370681
  
  I am rejecting this response because: You removed copper coils and replaced with foil. Short term half a** repair... Stop leak is a last resort... I will not pay monthly payment plus deductable plus coolant cost for your cheap halfass repair.....It will fail soon so what are you going to do next?
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 06/18/2025

  We are in receipt of Mr.******* most recent comments. For accuracy, the evaporator coil installed in June 2023 is an aluminum coil, not foil. Aluminum coils are commonly used in residential ************ and are considered standard in the industry.
  
  We recognize that Mr. ****** is understandably frustrated by out-of-pocket costs; however, we want to remind him that when the evaporator coil was replaced in 2023, our company voluntarily absorbed certain uncovered costs as a courtesy, resulting in no out-of-pocket expenses to him at the time. Although we provided additional coverage on his previous claim, future requests must still align with the plans terms and coverage limits.
  
  While we understand stop leak is not a permanent fix in all cases, it is an industry-accepted method to manage certain types of leaks, particularly those that are minor or difficult to isolate without full component replacement. Our role is to authorize repairs as recommended by certified professionals, within the guidelines of our customers ********************** plan. Should the stop leak repair fail within the 180-day workmanship guarantee window, the issue will be reevaluated and repaired as needed without an additional deductible. If a longer-term solution becomes necessary, we will work with a licensed provider to assess options and determine coverage eligibility at that time.
  
  We respectfully disagree with the assertion that the repairs were half or improper. All actions were performed by licensed professionals under the standards of the industry and within the limits of Mr. ******* warranty agreement.
  
  We remain available should Mr. ****** choose to move forward with further service.
  
  Respectfully,
  
  ******, Customer Relations 

• Initial Complaint

  Date:05/22/2025

  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.

  Date of transaction : 19th May 2025 Raised an issue for repair of ceiling fans , was denied of service stating pre existing issue when I asked the technician he confirmed it's not pre existing, later denied incorrectly staying my contract is recently started . I lost 300$ for this incorrect service

  Customer Answer

  Date: 05/23/2025

  Technician confirmed it's not pre existing and told the authorization team , authorization team is disputing because my contract started at 22nd April , I raised request now !

   

  They didn't do any analysis of fan on first case and now denied and took deductable for second case , I lost 300$ in deductable

  Customer Answer

  Date: 05/26/2025

  HI Team,

  I have contacted team multiple times over email ,no responses at all for both the support requests, when I had the chat with electrician they assigned , I got to know they are disputing because my contract started early , how can that be reason for something which broke in my house after contract has started ?

  Customer Answer

  Date: 05/26/2025

  3 weeks ago for initial claim , they asked for some kind of inspection report I submitted at first to cinch , when I opted for cinch , I was not asked to upload any kind of inspection report!

   

  This is not right,as they are using not the right means , just because my contract started in 22nd April , doesn't mean my fans can't stop working on April 28th !

   

  As shown in screenshot, there is no means I could have uploaded any inspection report .

   

   

   

  Customer Answer

  Date: 05/27/2025

  Attached email chain of submitting the inspection report with proof ceiling fan was functional before 

  

  Business Response

  Date: 06/10/2025

  We have received Mr.********* ********* regarding the claims for his ceiling fans. We take coverage decisions seriously, and his service request underwent multiple evaluations to ensure the correct decision had been made.
  
  Mr. ********* warranty went into effect on April 22nd. He requested service for three ceiling fans on April 24th. When claims are placed in such date proximity to when the agreement becomes effective, it will likely trigger a review for pre-existing failures. This is because the warranty will only cover pre-existing issues if they could not have been detected by a simple mechanical test or visual inspection. It was determined that Mr. ********* ceiling fans were not in proper operating condition as of the agreement effective date based on the nature of the failures.
  
  We recognize the he submitted a small portion of his home inspection report, and though it does state the one ceiling fan is functional, it recommends repairing or replacing it, which indicates it had had issues that were obvious with a simple mechanical test and/or visual inspection.
  
  Weve been in communication with Mr. ******** and he is aware that our final decision is to decline coverage, and we consider this matter closed.
  
  We appreciate the opportunity to address his *********.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 06/17/2025

   
  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:05/22/2025

  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.

  I contracted Cinch Home services to repair appliance's in my home. If not repairable to replace items. Have had 3 services calls. 4 services call they cancelled. I have been without a refrigerator for 4 weeks. They refuse to replace it and I had to buy another small refrigerator to get by and lost more then $300 in food because it wasnt fixed the first time. They refuse to replace it. Not getting any cooperation. Contact service is terrible. I need help. I am an 83 yr old senior citizen and am getting the run around. It receiving the service the contract stated.

  

  Business Response

  Date: 06/04/2025

  We are in receipt of Mrs. ********* complaint. We regret the delays and challenges she experienced during the handling of her refrigerator claim. We understand the hardship this caused being without a functioning refrigerator for an extended period. That is certainly not the experience we aim to deliver, and we sincerely apologize for the inconvenience.
  
  Upon review of her claim, multiple service appointments were scheduled. While there were some cancellations due to provider availability, the technician ultimately replaced the compressor. However, despite these repairs, the unit continued to malfunction and was not fully restored to working order. We have since offered the ********* a comparable replacement refrigerator, which was accepted. The replacement order has been placed, and the unit has shipped.
  
  We appreciate Mrs.********* patience throughout this process. Should she need any further assistance, her dedicated Case Manager remains available to assist.
  
  Thank you for the opportunity to respond to Mrs. ********* concerns.
  
  Respectfully,
  
  ******, Customer Relations 

• Initial Complaint

  Date:05/21/2025

  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/Cinch #******** for a "Complete" home warranty. The hot water heater at my property at ************************************************************ became inoperable. I contacted ***** Home Warranty requesting a repair service under service job SCCS43E8AC1C-2. They replied that they could not find a provider in the market and authorized me to find my own service provider. I hired ******** Plumbing in ********, ** *************) for service. The diagnosis was that the water heater needed to be replaced as reflected on their itemized receipt ******. ***** Home Warranty/Cinch attempted to settle the claim for $415.98 for their estimated cost of instead repairing the hot water heater which was not an option as it was damaged beyond repair. I have requested for reimbursement for parts and labor in the amount of $1850 as reflected on the paid in full invoice.

  

  Business Response

  Date: 06/04/2025

  Thank you for the opportunity to respond to Mr.Hourigans concerns regarding the recent service experience for his water heater.
  
  Due to a lack of available network service providers, Mr. ******** was authorized to engage a licensed provider of his choice to complete the necessary work. Following submission of the diagnosis and paid invoice from the provider, we initially issued payment based on the estimated cost of repair. However, upon review of the complaint and supporting documentation, we recognize that a full replacement was required in this instance.
  
  We have reassessed the claim and have calculated a reimbursement based on the reasonable cost of a comparable replacement, as outlined in the terms of the home warranty agreement. Since we previously issued payment for the approved repair costs, a supplemental payment will be issued to account for the difference. We have provided Mr. ******** with this update and encourage him to follow up directly if his check is not received by mail within 7 to 10 business days.
  
  We appreciate Mr. ******** for bringing this to our attention and the opportunity to provide a fair resolution.
  
  Respectfully,
  
  ******, Customer Relations