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

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

• 

  Cross Country Home Services

  1520 E Greenville Street, Suite K Anderson, SC 29621

• 

  HMS Home Warranty

  2650 Fountainview #200 Houston, TX 77057

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

• Initial Complaint

  Date:05/21/2025

  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've been a loyal customer with ********************************************* for over 6 years, paying $75-$80 monthly.On April 25, 2025 my clothes dryer stopped working.On April 26 I placed a claim with Cinch. A $100 deductible was collected and appointment scheduled. A few days later my appointment was canceled so Cinch could order three parts shipped to my home. It was rescheduled to May 8. On May 8, a repairman came to my home and none of the parts were the issue. He had to order more parts. An appointment for his return was scheduled for May 13. Because he was returning in 5 days, he asked if he could leave my dryer disassembled rather than putting it back together, then taking it apart a few days later. I agreed.On May 9, the new parts were delivered to my home.On May 10, I received a call that there was no technician available to fulfill my May 13 appointment, so please call back to reschedule.On May 11, I called and the earliest available appointment was May 19. I was told I would be put on a cancellation list to move the appointment up if anyone else canceled.On May 19, I received a text message halfway through the 9 hour window that a technician was not available and I needed to reschedule. I called and the earliest available appointment was May 27. I took the May 27 appointment, but asked to speak to a supervisor. I was told by the Cinch phone representative that no supervisor was available but they would escalate my issue to a Case Manager, who would reach out in 1-2 business days to assist with the claim. I also received an email from Cinch stating the same. I was told to call back if I didn't hear from a Case Manager in 1-2 days.After not hearing from a Case Manager, on May 21 I called and spoke with an agent who attempted to contact a Case Manager (none were assigned to my case). He could not get a Case Manager on the phone despite my 90 minute wait. I'm told I will hear from a Case Manager in 24 hours.I've spent too much time and $ to be treated this way.

  Customer Answer

  Date: 05/27/2025

  On May 27, I reached out to Cinch Home Services Customer ********************** Department to confirm my appointment for today is scheduled. They contacted the service provider and confirmed my appointment is on today's schedule. Within 5 minutes of getting off the phone with Cinch, I received a text alert that my appointment is canceled as no technician is available. The text offered a rescheduled appointment with the earliest option of June 3.

  This is now 3 canceled appointments in a row. I am expected to be available from 8am-5pm on the day of the appointment, only for it to be canceled.

  No one at Cinch or ***** can provide me with any updates except to trust that the next appointment I schedule will be followed through. ***** promises after three consecutive cancellations. My faith in this company is waning.

  

  Business Response

  Date: 06/10/2025

  We are in receipt of Mr. ******* concerns and sincerely apologize for the frustration caused by the delays and multiple rescheduled service appointments. We recognize the importance of timely repairs and the impact this situation has had on his experience.
  
  Due to the diagnosis requiring additional parts and challenges with technician availability, the service process was unfortunately prolonged, including three canceled appointments. We understand this led to significant inconvenience for Mr. ****** and offered him the option to reassign the request to a different network provider to move forward with repairing the clothes dryer. However, he chose to proceed with the cash buyout. Accordingly, a check was issued for the covered repair costs, which is intended to provide flexibility to pursue the repair independently and bring closure to the claim. These funds were sent by mail and should be received no later than June 13th.
  
  We acknowledge Mr. ******* long-standing relationship with us and regret that this experience did not meet the service expectations we aim to uphold. As a customer concession, we are refunding the deductible payment which will be returned to the card that was used for payment within 3 to 5 business days.
  
  We appreciate the opportunity to address this matter and remain committed to improving our processes to better serve our customers in the future.
  
  Respectfully, 
  ******,Customer Relations 

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23360924
  
  I am rejecting this response because a canceled appointment happened again today, for a different appliance needing service. The continued inconvenience of making myself available for an entire day, repeatedly talking to Cinch Customer ********************** throughout the day who say they have spoken with ***** Home Services confirming a technician will arrive today, only to get an automated text canceling my appointment.

  If Cinch Home Services truly values its customers, something must change. I will be submitting a new complaint regarding today's canceled appointment.

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

  Customer Answer

  Date: 06/16/2025

   
  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 **** filed a BBB complaint against Cinch Home Services on May 21, 2025 after three consecutive canceled appointments due to "unavailable technician" (see BBB Complaint ID ********). In hoping to move on from the frustrating experience, I accepted a buyout and my deductible was reimbursed (much appreciated from Cinch)
  
  Sincerely,
  
  ****** ******

• 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 signed up with Cinch when I bought my first home almost 2 years ago. This past winter was extremely cold, and my boiler for oil heating broke down. When I went online to book my service, there was nothing available for 2 weeks. First of all, it is extremely difficult to get a human on the phone with them. After being on hold for minimum 30 minutes, I finally got a real human. They told me they couldn't get someone out to look at my boiler for at least 2 weeks and there was nothing they could do. I told them it's 20 degrees out and I have animals that are not cold tolerant. They said they'd get someone out sooner and scheduled my appointment for 2 days from then. The company never confirmed or showed up when I took off work and waited around for them. I waited on hold even longer to get a person again and they told me there was nothing they could do and that I would have to wait 2 weeks. I went back and forth with them for a while(on and off hold for several hours) until they finally gave me the go ahead to find my own company who could come out sooner. My boiler was repaired for the time being but the guy who came out said it would need to be replaced soon. After submitting my paperwork, Cinch only covered part of the cost even though they told me they'd cover the entire thing. Fast forward a few months and my boiler breaks down again and is leaking water. Cinch tells me that they can't find anyone that works with them and that I can find my own company. I call the company that delivers my oil to me because they came out the last time and they say it's not worth fixing, it's too old and needs to be replaced. I submit all of this information to Cinch and they said they'll approve for replacement, but they'll only give me $1,500. A new boiler for oil heating is a minimum of 10k, and they refused to even give me half of that even though they'll(admittedly) give 10k for other appliances. I don't know what I'll do when it gets cold again.

  

  Business Response

  Date: 06/04/2025

  We are in receipt of Ms.******* complaint regarding her recent boiler issue. We truly understand how stressful it can be to experience a heating system failure, especially during cold weather. We apologize for the delays and frustration she encountered while attempting to schedule service, and we regret that her experience did not meet her expectations.
  
  Regarding the reimbursement amount, the home warranty agreement clearly outlines the coverage limits for specific systems. As stated in the policy, we will pay up to $1,500.00 per Agreement term for access, diagnosis, and repair or replacement of this item specifically. Typically, we issue payment upon receiving a paid invoice.However, in this case, we made an exception and issued reimbursement in advance based on the estimate provided by Ms. ******* contractor.  While we regret that the full cost of the boiler replacement exceeds the contract limit,we have fulfilled our coverage obligation under the terms of the agreement. The payment has been issued accordingly, and no further reimbursement is available.
  
  Rest assured, we aim to be transparent about coverage and limitations. All customers receive a welcome kit upon enrollment which includes a full copy of the service agreement, and coverage details are also accessible at any time through the ********* portal.
  
  We hope this explanation provides clarity and we remain available to assist should she have any additional questions.
  
  We appreciate the opportunity to review her case.
  
  Respectfully,
  
  ******, Customer Relations 

  Customer Answer

  Date: 06/04/2025

  The only reason Cinch did send me the $1,500 before completing service is because they slipped up; one of their employees told me over they phone they didn't think I needed to complete the service first to get a check from them. Initially Cinch was not going to send me the check until I brought up that call and made them review it, and they had to honor what their employee accidentally said to me. That's the real reason they "made an exception". Furthermore, they clearly told me that certain appliances have a cap of 10k, so I don't understand why the cap on such an expensive appliance would be so incredibly low now I am going to have to put myself in serious **** just so I can heat my home this coming winter. I canceled my Cinch service and I don't reccomend anyone use them. They are incredibly tough to contact and get anything done. It's so hard to even get them on the phone. 

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23360212
  
  The only reason Cinch did send me the $1,500 before completing service is because they slipped up; one of their employees told me over they phone they didn't think I needed to complete the service first to get a check from them. Initially Cinch was not going to send me the check until I brought up that call and made them review it, and they had to honor what their employee accidentally said to me. That's the real reason they "made an exception". Furthermore, they clearly told me that certain appliances have a cap of 10k, so I don't understand why the cap on such an expensive appliance would be so incredibly low now I am going to have to put myself in serious **** just so I can heat my home this coming winter. I canceled my Cinch service and I don't reccomend anyone use them. They are incredibly tough to contact and get anything done. It's so hard to even get them on the phone. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:05/21/2025

  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 had coverage with Cinch Home Services for many years. For the most part, the service has been satisfactory. But I made a claim on my heating/ac unit on April *******. I paid my $150 deductible. After a couple days they could not provide a company to send to me so they authorized me to find my own service provider. I called a company who serviced my unit last year. They told me my unit was completely irreparable. Cinch sent me an email with instructions on how to file the claim. The service provider sent all documentation to them, including photographs and an explanation as to the unit being 30 years old and that the problems have come from age and normal wear. Long story short, I have made many, many phone calls and sent an unknown amount of emails. They were VERY hard to get in touch with - and they RARELY answered the calls or texts. The cost of a new unit is over $11,000.00. They have finally agreed to pay $3,033. My understanding was that this warranty would cover things to be replaced if they cannot be repaired. The service provider cannot get the compressor to even try to repair the unit. And that is not at all feasible considering the age of the unit. They even suggested that a compressor could be found at a salvage yard type place. I do not deserve rebuilt or resalvaged parts in my unit. Who is to say how long that would last?The company is not standing behind me in regards to their policies. I have paid them a great deal of money over the years for the peace of mind of repairs such as this. I would give them a rating of -10. I have to go ahead and have the unit installed. The temperatures are where I have to have this done now. I cannot fight with them any more about this. Im sure they know I have to give in at some point. But I am not happy at all about it. I feel they should cover the price of the whole repair, as their policy states.

  Customer Answer

  Date: 05/21/2025

  AN IMPORTANT MESSAGE FOR YOU
  
  Dear ****** ****,
  We have approved the claim reimbursement of your straight cool split system in the amount of $3033.26.  The following costs are covered by your warranty and reflect the amount your warranty will pay:  
  
  Service call: $99
  Compressor: $1483.67
  Capacitor: $18.96
  Mounting brackets: $30
  Leak stop: $36.95
  6.5 lbs freon: $65
  Labor: $1299.98  
  
  There are charges in the amount of $8255.74 that are associated with the repair that are not eligible for coverage.
  
  Please refer to the Terms and Conditions of your Agreement regarding the items or conditions not eligible for coverage. These charges include: Cost for new system: $8255.74.  You agree to pay these charges directly to the service professional.  To receive your reimbursement once the work is completed, send your paid, itemized invoice/receipt detailing the approved work that was completed ****************************************************************************. Make sure to also include your name, home address and Cinch contract number or service job ID.  
  
  Please send the requested documents as quickly as possible so that we can expedite the reimbursement process and prevent prematurely closing your service job.
  Sincerely,
  ******
  Cinch Home Services

  

  Business Response

  Date: 06/04/2025

  We are in receipt of Ms.***** ********* and regret that her recent experience did not meet her expectations. We strive to provide reliable and transparent support, and we sincerely apologize for any frustration caused by communication delays during the claim process.
  
  After an initial delay in locating a service provider, we authorized her to use her own licensed technician. Based on the documentation submitted by the technician, we approved a reimbursement for the approved repair cost. This included covered costs such as the compressor, labor, service call, and additional necessary components and materials, in accordance with the terms of her service agreement.
  
  We understand Mrs. ************* to move forward with a full system replacement due to the age of her unit. However, our service contracts are designed to cover repairs and, where applicable, the replacement of covered components due to mechanical failure. In this case, while the unit was aged, there was no documentation submitted to support that the system was deemed irreparable. Accordingly, our initial payment was based on the approved cost of repair. However, recognizing the circumstances and Mrs. ****** longstanding relationship with us, we subsequently calculated the cost of a comparable replacement system upon receipt of her *********. We are now issuing an additional payment representing the difference between the approved repair amount and the estimated replacement cost.
  
  We have provided Mrs. ***** with this update and encourage her to follow up directly should she have any remaining questions or concerns regarding her claim or the coverage her warranty provides. While we regret her dissatisfaction, we are confident we have acted in accordance with her service plan and have extended support beyond our standard obligations.
  
  We appreciate the opportunity to assist her.
  
  Respectfully,
  
  ******, Customer Relations 

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23359633
  
  I am rejecting this response because:
  

  1)  I did not choose to have the unit replaced.  The old unit was irreparable due to the service provider being unable to get parts because of the age of the unit.  So I had no choice.  Cinch made it sound as though I did.  I have told them this so many times.
  

  2)  The unit was for air conditioning and furnace.  One unit for both functions.  I had no choice in that matter either.  I did not do any upgrades to my system - only replacing what was there originally.

  3)  When Cinch authorized me to obtain my own service provider, the only requirement was that it be a licensed business.  I did that.  If there is an issue with the amount that the provider is charging for the service, that should be between Cinch and the provider.  The customer/consumer should not be involved in that part at all.  The customer has no say in what the provider charges and should not be given a lesser reimbursement because Cinch thinks the provider is not reasonable and customary.  I should be reimbursed based on what the provider charged me.

  4)  Cinch is basing the additional payment on a base air conditioning system.  As I stated above, I made no upgrades to my system and I have no control over what the provider charged for their services.  Cinch did not even give fair market reimbursement for items that they listed.  For example, they only approved $65 for 6.5 pounds of Freon.  We all know that Freon is much more than that.  The figures that they used to calculate reimbursement were very unfair.  
  

  While I am very grateful and appreciative for the additional payment to me, I still stand behind the fact that Cinch owes me for the total that I had to pay to have this unit replaced.  As stated above, I had no choice as it could not be repaired. And not replacing air and furnace was certainly not an option.   I would hope that Cinch would stand behind the assurances they made to me when I took out this policy many years ago.  I feel as though I am due total replacement.

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

  Customer Answer

  Date: 06/05/2025

  Hello ******:
  
  This is a transaction receipt for the work performed recently at ****************************************************************************
  
  Payment Amount $11,289.00
  Authorization#
  Job# # 1014398586
  Transaction Time 05/29/2025 06:31 pm
  Payment Memo
  
  For reference, below is a complete break-down of the job charges.
  
  Description  Qty  Unit Cost  Total 
  Trane 4 Ton / 80% Gas Furnace A/C Split System
  Trane - 14.3 SEER2, 4 Ton, Single-Stage Condenser, 80% ************************** Furnace and High Efficiency Coil 
  (1) HVAC System comes with:
  ION WiFi Thermostat, (2) Safety Switches (Coil & Secondary), New Pad for Condenser, Exhaust *************** & Disposal of Old Equipment.
  (2) Connect to pre-existing line-set, drain, electrical, communication wire and ductwork. 
  Pressurize, Leak Search (if ****** Pull Vacuum, Release 454B Refrigerant.
  Start up and Test operation of newly installed HVAC System
  Warranties - 
  10 ************ Parts Warranty
  1 Year Labor Warranty  1.00  $11,289.00 
  3% Credit Card Fee  3.00% $0.00 
  Products, Services, Taxes & Fees: $11,289.00
  Total Time and Labor: $0.00
  Total Billable Expenses: $0.00
  Job Total: $11,289.00
  Payments/Deposits: $11,289.00
  Total Due: $0.00
  
  Should you have any questions or concerns, please feel free to call or email us.

  

  Business Response

  Date: 06/13/2025

  Thank you again for the opportunity to respond to Mrs. ***** concerns.
  
  Following the submission of her original complaint, and in recognition of her long-standing relationship with us, we conducted an additional review of her HVAC claim. While her warranty contract is structured to cover repairs unless a unit is formally deemed irreparable, we understand and respect her decision to proceed with a full system replacement due to the age and condition of her equipment.
  
  As part of our follow-up, we reviewed the cost of a comparable replacement system and calculated the difference between that and the previously approved repair amount. Based on this assessment, we determined an additional payment would be appropriate as a customer ********************** accommodation. This payment reflects the difference between the cost of repair and the covered value of a comparable replacement system, as outlined by the terms of her service agreement, which includes standard parts,labor, and other eligible fees.
  
  We communicated this proposed resolution and the payment breakdown to Mrs. **** via email and are currently awaiting her response. Once we receive confirmation, we will be happy to proceed with issuing the additional payment.
  
  We sincerely regret any delays or inconvenience experienced during this claim process. While our actions have remained consistent with the terms of the service agreement, we are committed to resolving the matter in a fair manner. We have resent the payment details and encourage Mrs. **** to contact us directly to move forward or if she has any questions or remaining concerns.
  
  Respectfully,
  
  ******, Customer Relations 

  Customer Answer

  Date: 06/19/2025

  Just as a follow-up to my complaint, I wanted to let you know that I am not satisfied with the outcome.  It really bothers me to indicate that I am satisfied and will accept their offer.  This home warranty company is covering themselves and not taking in the true facts of this situation.  But I am truly tired of dealing with this, and I guess I will have to accept the additional amount they have offered and pay out of pocket for the difference.  The amount they are paying for the claim is less than half of the total cost.  And it probably doesnt cover the premiums I have paid to them.  I will be cancelling my service when I receive the additional amount.   I truly hope this will reflect in their rating with the Better Business Bureau.  Thank you for your help in this matter.

  Customer Answer

  Date: 06/19/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory, but its time for this to be over.  I accept their additional payment.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:05/20/2025

  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.

  Appliance warranty problem. Washing machine went out. Had trouble to start with because of repair person/s not showing up. Quite a few parts put on, service person here 4 times. Tech recommended to Cinch for replacement. Unfixable. Couldnt get a hold of cinch after that. After being without a washer for 2 months, went out and just bought a new one. Finally got a hold a hold of someone with Cinch and said no compensation would happen. Terrible experience, having been paying on the warranty for years. Niw they want to charge me to cancel my warranty after not upholding their end by resolving the washing machine issue. There whole system Is bad.

  

  Business Response

  Date: 06/03/2025

  We are in receipt of Mr. ******** complaint. We understand how frustrating it must have been to be without a clothes washer for an extended period, and we sincerely apologize for the delays and challenges he experienced throughout this process.
  
  Since submission of the complaint, a Senior Case Manager has worked with Mr. ******* directly to resolve the matter. As part of that resolution, a payment covering the full cost of the replacement clothes washer he purchased has been approved and processed. The reimbursement check has been issued and should arrive by mail no later than June 11th.
  
  While we regret the inconvenience he has experienced, we trust that the reimbursement issued brings this matter to a close. If ********** has any further questions or concerns, we remain available to assist him.
  
  We appreciate the opportunity to review his case.
  
  Respectfully,
  
  ******, Customer Relations
  

• Initial Complaint

  Date:05/20/2025

  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.

  We have a warranty for our appliances with Cinch Home Warranty Services ******** our Refrigerator stopped working, we arranged for service, technician came out and cleaned the back of the refrigerator and orders 4 parts, 3 of which came within a week or two, the 4th took about a month for an item that could easily be purchased at any ********** or local store, but Cinch and ***** Parts claimed were on backorder. Once we had all parts, we were scheduled for the repair 3 separate times for which no one showed up and no one called, and when Cinch checked with the local provider (***********) they were told they have no technicians in the area. Why would you schedule service 3 separate days with no one available in the area? We are now supposedly scheduled for May 28th, but I have no confidence anyone will show up. I fear we were scammed with this Service Contract. We were also supposed to have this escalated to a Case Manager with Cinch who was supposed to call us within 2 business days - no one has called.

  

  Business Response

  Date: 06/03/2025

  We are in receipt of Mr.
  Rulli’s complaint regarding the service request for his refrigerator. We
  sincerely apologize for the frustration he has experienced throughout the
  repair process.
  
  We have fully reviewed our
  records and can confirm a technician was dispatched and ordered four parts.
  Three of the parts arrived within a reasonable time, but the fourth was delayed
  due to manufacturer backorder. Once all parts were received, multiple attempts
  were made to schedule a return visit. Unfortunately, each appointment was
  rescheduled due to technician unavailability in the customer’s area. We
  recognize that these repeated cancellations, including the most recent one on
  May 28th, have been extremely disruptive.
  
  Given the extended delays,
  multiple missed service appointments, and the customer’s long-standing
  relationship with us, we have approved to move forward with a replacement
  refrigerator as a resolution. The Rulli’s have the option to accept a
  comparable replacement model or a cash buyout to purchase and install a
  refrigerator of their choice. We were unsuccessful in reaching Mr. Rulli
  directly to discuss his concerns and have provided this update via a voicemail
  message and have sent a follow up email as well.
  
  We deeply regret the
  inconvenience this experience has caused and will ensure the remaining process
  is completed as quickly and smoothly as possible.
  
  We appreciate the opportunity
  to review his case.
  
  Respectfully,
  
  Angela, Customer Relations
  

  Customer Answer

  Date: 06/08/2025

  We anticipate being satisfied with the offer - we already purchased a new Refrigerator, so a cash offer has been offered.  Until we actually receive a check, we won’t know status of resolution. 

• Initial Complaint

  Date:05/19/2025

  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.

  Ive been paying for a warranty for ***** for years for a washing machine. I submitted a warranty claim. They are refusing to honor the contract and repair the machine, or send a new machine per the outlined contract terms and conditions. The justification is there is not a technician in the area. They are refusing to honor money paid into the warranty or take any action or send a technician. They are refusing to honor the replacement machine clause due to not being able to send a technician to review the machine. This is not my issue and this is the companies responsibility.The warranty should not have been offered if they are unable to provide service or send a technician. Due to this, I should have a complete refund for money paid or a new machine. My son is an attorney and Im considering a lawsuit based upon paying for a service that is not being honored, and the terms outlined in the agreed upon contract is not being honored. Due to this, I want either a complete refund or replacement machine.

  

  Business Response

  Date: 06/02/2025

  We are in receipt of Mr. ******* complaint. We have completed a thorough review of the service request for his clothes washer and sincerely regret any frustration experienced during the claim process.
  
  At the time of the request, there was no in-network service provider available in Mr. ******* ******* outlined in the service agreement, we use reasonable efforts to locate in-network providers. In limited circumstances, and at our discretion, we may authorize claims to be serviced by an out-of-network provider.
  
  Mr. ******* chose to cancel the service request rather than pursue the out-of-network service option. He also requested to cancel the policy. While the plan was still active at the time of the complaint, we are honoring the request to cancel it effective immediately. We are also issuing a refund for the premiums paid for the current contract term. We will provide Mr. ******* with confirmation once this is completed.
  
  We regret that we were unable to meet Mr. ******* expectations. While the contract does not guarantee technician availability in all areas, we strive to provide high quality service within the limitations set forth in the agreement.
  
  We appreciate the opportunity to review his case.
  
  Respectfully,
  
  ******, Customer Relations 

• Initial Complaint

  Date:05/17/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 5, I requested A/C service through Cinch due to a non-cooling unit and paid the required $150 deductible.On May 6, I was assigned *********************. They scheduled the service for Saturday, May 10despite my request for an earlier appointment due to extreme heat.On May 10, the technician:Inspected the unit Claimed there was a leak Refused to add freon, citing environmental concerns Said the issue might be considered "negligence" due to a missing air filter Did not perform any repairs or provide temporary relief I called Cinch on May 12 and 13 for updates. I was told the case was under review. No resolution has been provided as of today.We had to pay another provider out-of-pocket to add freon due to unsafe temperatures inside our home.The $150 deductible is supposed to cover actual service, but no service was performed.Contract breach: Cinch claims to use independent contractors, but representatives admitted the provider is part of Cinchindicating a conflict of interest.I have paid $96.99 monthly since November 2024, yet received no effective support when it was urgently needed.I am requesting:A full refund of the $150 deductible Cancellation of my service contract Confirmation that Cinch will not bill me further

  

  Business Response

  Date: 05/30/2025

  We are in receipt of Ms.****** complaint. We regret the inconvenience she has experienced and understand the frustration caused by the delay in resolving the issues with her air conditioner.
  
  After further review of the situation, we have overturned our original claim decision and are currently in the process of finalizing the claim for a replacement air handler. We will discuss the next steps with Ms. ***** once this is completed.
  
  We have confirmed the policy was cancelled at Ms. ****** request, effective May 22, 2025, and no further billing will occur.
  
  We have provided Ms. ***** with our direct contact information and will remain in contact with her to ensure her claim becomes completed as quickly as possible.
  
  We appreciate her feedback and the opportunity to make things right.
  
  Respectfully,
  
  ******, Customer Relations
  

  Customer Answer

  Date: 06/02/2025

   
  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:05/16/2025

  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.

  The following dates are a summary of appointments I've had with Cinch/Sears.3/8 Initial appointment icicles were forming in freezer new ice maker was ordered by technician, appt sch for 3/20 3/15 canceled, 1:34pm, rescheduled for 3/18 3/18 Ice Maker was installed went out of town 3/20 Offered earlier appointment 3/15 4/4 Reached out to inform that ice maker wasnt working and hose was leaking, scheduled appt for 4/9 4/9 canceled, 1:54pm, rescheduled for 4/11 4/11 Technician only knocked lightly on the door. No doorbell. No phone call. proof on ring cam ***** for 4/18 4/15 Technician determined hoses were disturbed during ice maker installation. Ordered new parts. Appt sch for 4/28 4/18 moved to 4/15 4/25 canceled, 11:06 am, ***** for 5/3 4/28 Technician scheduled appt but part arrived early so appt was moved up to 4/25 5/3 canceled, 11:15 am, ***** for 5/14 5/14 canceled, 1:45pm, ***** for 5/20 5/20 current appointment scheduled The most frustrating thing, besides not having a fully operational refrigerator, is that their appointment window is 8am-5pm. So I have to be off from work and totally clear my day to be home for the technician. I'm paying over $58.84/month for this warranty and have been in a contract since June 2022. I have paid a total of $2,118.24.

  

  Business Response

  Date: 05/30/2025

  We have received the complaint Ms. ******* submitted regarding the service job for her refrigerators ice maker. Please know we do not find it acceptable for appointments to be rescheduled or missed numerous times. We regret that it took multiple appointments to resolve the issue, and our records show that a repair was recently completed by repairing the inlet valve. Due to the delays that occurred, and the frustration she experienced, we refunded Ms. ******** deductible as a one-time customer ********************** gesture. She can expect to receive it back to the card on file in about 3 to 5 business days. On May 30th we left her a voicemail advising if she needs further assistance, she can reach out directly.
  
  We appreciate the opportunity to address her complaint.
  
  Respectfully,
  ****, Customer Relations
  

  Customer Answer

  Date: 06/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while I find that it is the bare minimum, this resolution is satisfactory to me. Cinch really needs to look in to their business practices and in  providing better service to their paying customers.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:05/16/2025

  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 against Cinch Home Services (Plan #********). I have paid $79.99/month for over six months under a home warranty plan that explicitly covers my HVAC system. Despite multiple scheduled service appointments (May 5, May 12, and May 16, 2025), Cinch has repeatedly canceled without initiating repairs. My HVAC system has not functioned in over six months.Per the contract, Cinch must respond within 24 hours to service claims and is responsible for up to $5,000 per HVAC claim. Under Maryland law, the contract must remain in effect until services are rendered. I believe Cinch is in breach of contract and engaging in unfair consumer practices.I am requesting either a completed repair within 72 hours or a claim buyout as per their own policy.

  

  Business Response

  Date: 05/30/2025

  We are in receipt of Ms. ******* complaint regarding her HVAC unit. We understand the importance of timely and reliable service, especially when it involves essential systems like HVAC.

  We want to assure Ms. ***** that her concerns have been reviewed thoroughly. Our records indicate that she has been in direct communication with an Executive Account Representative regarding this matter. Through that engagement, a resolution has been reached, and steps have been taken to address the issues outlined in her complaint.

  
  Specifically, we have provided two months of complimentary service in acknowledgment of the inconvenience experienced. We strive to improve our service delivery and value customer feedback as a means to enhance our operations. We regret the delays Ms. ***** experienced and appreciate her patience. 

  
  We appreciate the opportunity to address her complaint and to continue working with your assigned representative, who remains available to assist you.
  
  Sincerely, 
  
  Jasmine, Customer Relations  

  
  

• Initial Complaint

  Date:05/16/2025

  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.

  Warranty company ***** repair a washer. Come out 5times and still not fixed, technician was also baffled they keep ordering replacement parts and still not working policy states if cant be repaired, well replace it They refuse to help with the warranty We have been in business since October 2022

  

  Business Response

  Date: 05/30/2025

  We are in receipt of Mrs. ********* complaint regarding the service request for her clothes washer. We recognize the difficulty of being without a major appliance for an extended period and sincerely regret any inconvenience she has experienced.
  
  Upon reviewing the service request, we found that several service calls have taken place in attempt to resolve the issues.Unfortunately, this includes multiple rescheduled appointments and several parts orders that have been placed. Since submission of the complaint, the ********* have replaced the unit independently. In an effort to resolve this matter, we are offering reimbursement for the costs of a comparable replacement model, consistent with the terms outlined in their Agreement.
  
  We attempted to contact Mrs. ******** by phone to address her concerns and provide this update. While we were not able to reach her directly, a voicemail message and was left, and a follow up email was sent as well.
  
  We appreciate the opportunity to review her case and assist in bringing this matter to a close.
  
  Respectfully,
  
  ******, Customer Relations 

  Customer Answer

  Date: 05/31/2025

   
  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,
  
  ***** ********

  Customer Answer

  Date: 05/31/2025

  I want to thank your service for helping us with this issue.  Everyone should know that your service is very much valued by us