Complaints

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

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Cinch Home Services, Inc. has 10 locations, listed below.

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• 

  Cinch Home Services, Inc.

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

  
• 

  Cinch Home Services, Inc.

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

  
• 

  Cross Country Home Services

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

• 

  Cross Country Home Services

  1520 E Greenville Street, Suite K Anderson, SC 29621

• 

  HMS Home Warranty

  2650 Fountainview #200 Houston, TX 77057

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

• Initial Complaint

  Date: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 

• Initial Complaint

  Date:05/16/2025

  Type:Product 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.

  The date in question is 08/22/2022, til March *******, The payment was $47,99 a month, Contact Cinch about a toilet problem and Septic, They told me to send them a $150,00 deductible, I then got a hold of a contractor name **** ****** at ********************** request, Then an associate from ****** came to my house to look at my home issues,he flushed the toilet and left,****** followed up with a phone to me letting me know he was going to file the to be replaced, They also was to refund my cost of a new Refrigerator 500,00,,I've paid several years monthly payment and received nothing in return from Cinch, ************ doesn't care about there clients and only want you to continue sending money for services not render, Please help me get something back as I'm disabled and not good health and this is truly unfair,

  

  Business Response

  Date: 05/30/2025

  We have received Ms.Fraziers complaint regarding multiple issues with her experience utilizing the warranty service. Ms. ******* did not place a service request for her toilet,which would require a deductible payment. She advised customer ********************** that she did not want to pay another deductible to have her toilet diagnosed. She subsequently advised she had gone forward with having the work done outside the warranty process. In order for a claim to be considered for coverage, a service request must be placed before any work is done, and a network service provider dispatched for diagnostics and to perform any covered repairs or replacements.
  
  With respect to the refrigerator repair for which she is seeking reimbursement; she also did not place a service request on this item, and therefore as with the toilet, we are unable to consider coverage as the warranty process requirements were not followed.
  
  Had Ms. ******* elected to follow the warranty procedures, as she had with other service requests, we would have been glad to review her case in consideration of coverage, just as we do with all claims that are placed prior to any work being done.
  
  On May 30th we attempted to reach her by phone but were unsuccessful in speaking to her. We were unable to leave a voicemail message and will follow up with an email communication.
  
  We appreciate the opportunity to address her complaint.
  
  Respectfully,
  ****, Customer Relations 

• 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.

  Hello I have a home warranty with ***** the provider is Cinch. I was scheduled for a repair and the job was not completed. After the technician left I began to start a load of laundry and the washer began to flood my laundry room causing over ******* of damage. Cinch has refused to cover my loss and when I requested to have the technician return they keep rescheduling. Now I have no working washer and damages to my laundry room. When you attempt to contact Cinch or ***** they transfer you to several people and are often rude. I often request to speak with a supervisor and they refuse to transfer me to a supervisor. Very bad service which is costing a lot of money. I have had to send my laundry out to a laundry service. I want to be refunded for the damage and the cost of the laundry service.

  

  Business Response

  Date: 05/30/2025

  We have received the complaint Ms. ***** submitted in reference to the service job for her clothes washer. A case manager reviewed this matter, and we offered a replacement clothes washer. Ms. ***** elected to receive the cash payout in lieu of the replacement offered, and she should receive her check by June 10th.
  
  We regret to hear of the damages to her laundry room as a result of the leaking clothes washer. The technician completed a repair in good faith, but unfortunately, the machine suffered a subsequent failure. The warranty is not responsible for any damages that result from a covered item failing, and we must decline her request to receive compensation for those damages.
  
  Her case has been reviewed in full, and we appreciate the opportunity to address her complaint.
  
  Respectfully,
  ****, Customer Relations
  

• Initial Complaint

  Date:05/15/2025

  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 received an advertisement from Cinch Home Warranty in my mailbox and signed up with them. I had a problem with a ceiling fan where the light stopped working despite new light bulbs, and an electrician verified it needed replaced. Cinch could not find a service provider in my area so they asked me to find an electrician. I did that. After the installation was completed I uploaded all the documents they wanted. I did not think they would deny the service, but they did. They did this by email. So I called them, and after having my time wasted for 90 minutes and being passed around in a call center that was behaving like a boiler room, I gave up realizing they were a scam. So I called Discover and disputed the charges. I recorded the phone call using my Apple Watch as I had them on speaker phone.

  

  Business Response

  Date: 05/28/2025

  We are in receipt of Mr. ****** complaint regarding his recent service experience. Upon reviewing his account, we can confirm that he submitted a request for a ceiling fan issue. At the time, we were unable to dispatch a technician due to limited provider availability in his area. As a result, we offered him the Alternate Provider Option (APO) which allows the customer to use a local professional of their choice and submit documentation for reimbursement consideration, subject to coverage eligibility and review.
  
  In this instance, the original documentation submitted was incomplete, which prevented us from verifying the claim details and making a timely coverage determination.However, we did not deny the reimbursement. The case remained open pending additional review.
  
  Since submission of the complaint, a case manager has been assigned and approved reimbursement for the covered portion of the repair costs. The case manager attempted to contact Mr. ***** and left a voicemail message to inform him of this update. He should expect to receive his payment as a check by mail no later than June 6th.
  
  We sincerely regret any confusion or inconvenience caused during this process and remain committed to providing support where possible. If Mr. ***** needs further assistance or clarification, we encourage him to follow up directly with the assigned case manager.
  
  We appreciate the opportunity to review his case.
  
  Respectfully,
  
  ******, Customer Relations 

  Customer Answer

  Date: 06/05/2025

  I was not compensated fully. I was shorted. 

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23335225
  
  I was not compensated fully. I was shorted. 
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 06/13/2025

  We thank Mr. ***** for his follow-up and the opportunity to further address his concerns.
  
  After reviewing the details of the reimbursement issued, we acknowledge that the initial payment was processed based on the standard allowance for a builder-grade ceiling fan replacement, in accordance with the terms of the home warranty coverage. However,in the interest of resolving the matter to Mr. ****** satisfaction and as a gesture of goodwill, we are processing an additional payment to account for the difference between the original reimbursement and the actual out-of-pocket cost he incurred.
  
  This payment is currently processing and will be issued via check to the address on file. Mr. ***** should expect to receive it within 7 to 10 business days.
  
  We sincerely apologize for any frustration or confusion experienced throughout this process and remain committed to ensuring our customers receive fair and timely support. Should ******** require further assistance or have any additional questions, we encourage him to reach out to his assigned case manager directly.
  
  Respectfully,
  
  ******, Customer Relations

• Initial Complaint

  Date:05/15/2025

  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 February 2025, we contacted Cinch Home Warranty Service to fix our refrigerator order number (SCCT245D6709). we have had the service since 9/11/2025. We paid the ****** deductible service fee, and they sent a repairman from Mr. ********************** in ********, ** ************, came and stated it needed parts. Cinche stated they ordered them. The service person got parts, but did not fix the fridge. He filled it with freon, and it was still not working. This person came 5 times. On his 3rd time, he spent 2 hours claiming to fix the fridge and did not fix it. Cinch sent another repairman from a different company, Property Restorers, *****************,** ************* also stated needed parts. Cinch stated they ordered them and the service provider got them on April *******. I called the service provider they stated they did not have a service order for us or even service our area. It is May we're without a fridge. The account is in my husband's name ******* *****. We request a new fridge,and repayment of all monies paid out due to it not working . That includes Doordash to bill of over a $1000.00 and still climbing.

  

  Business Response

  Date: 05/29/2025

  We are in receipt of Ms. ******* complaint regarding the service request for her refrigerator and appreciate the opportunity to respond.
  
  After the issue was reported, a service provider was dispatched to diagnose and repair the problem.Multiple potential causes were noted, including a possible restriction, system pressure concerns, and a compressor failure. Based on the providers findings,parts were ordered to support the necessary repairs. When the initial repairs were unsuccessful, a second opinion was authorized. The follow-up provider identified additional complications, some of which involved components under manufacturer warranty that were not supplied directly by Cinch. We sincerely regret any difficulties Ms. ****** experienced throughout this process.
  
  Since the submission of her complaint, Ms. ****** elected to proceed with a cash allowance for the approved repair costs to resolve the matter independently. A check has been issued and mailed and is expected to be received no later than **** 3rd.
  
  Regarding the request for reimbursement of outside expenses, we must clarify that the home warranty agreement does not include compensation for food delivery, temporary inconvenience, or indirect costs. The agreement covers repair or replacement of covered systems and appliances due to normal wear and tear, subject to service terms and limitations.
  
  We fully acknowledge Ms. ****** frustration and sincerely apologize for any inconvenience ********* a customer concession, we are refunding the deductible payment, which will be returned to the card that was charged within 3 to 5 business days.
  
  We remain available to assist Ms. ****** should she have any additional questions or concerns.
  
  Respectfully,
  
  ******, Customer Relations 

• Initial Complaint

  Date:05/15/2025

  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 had this home service company for years. I have one ac system. I have an upstair/downstairs home. They have worked on both a/c units before. All of a sudden, they denied my claim on the unit that cools the downstairs unit claiming that I have 2 ac systems/units and that for my one house I now need to buy two home warranty policies! What? Since when? I have researched this issue, and this is not true and just a clever way to deny claims. I am filing this because of what I believe to be deceptive practices. I am sure if they are doing this to me, they are doing it to many others.

  

  Business Response

  Date: 05/28/2025

  We are in receipt of Ms. ******** complaint regarding her most recent air conditioning claim. We understand her frustration and appreciate her long-standing relationship with our company.
  
  After reviewing the service history and contract details, we can confirm that Ms. ******** has an active home warranty agreement that includes coverage for one air conditioning and heating system per the terms outlined in Section V of her service contract.  
  
  While service may have been provided on different systems during previous contract periods, the current agreement, like those before it, provides coverage for only one HVAC system per term, as outlined in the service contract. The denial of coverage for the second HVAC system was not due to a change in policy or at attempt to deny valid claims,but rather a matter of adhering to the established coverage limits of the plan Ms. ******** accepted. The upstairs unit had already been repaired within that policy period, which is why the downstairs did not qualify for coverage.
  
  At this time, no HVAC service has been performed under the current term. However, once one unit is serviced, the second system will not quality for coverage for the remainder of this contract period.
  
  We regret any confusion caused and understand how this may feel unexpected based on prior service history. To avoid this type of issue in the future, Ms. ******** may choose to upgrade her plan to include multiple ************* We have clarified the coverage details by sending her an electronic copy of the Declarations page and policy for her records which is available on the MyAccount portal at any time.
  
  Should Ms. ******** wish to discuss her coverage options or require further clarification, we remain available to assist her.
  
  We appreciate the opportunity to review her case.
  
  Respectfully,
  
  ******, Customer Relations 

• Initial Complaint

  Date:05/14/2025

  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 paid for CINCH Home Warranty for many years. The ice maker in our Kitchen Aide refrigerator has not worked for 6 months. We have followed all the steps required by CINCH and had their approved repair people come out. The first came out 3 times. Each time, a part was ordered, weeks went by and eventually something was replaced. He said it was not repairable. Cinch required a second opinion. He came out twice and replaced something each time ( including using a wire to short the ice maker, which caused water to come out once, but then never again. He left the wire there for 6 weeks and told us "not to touch it" as it was live) . He insisted on replacing the entire ice maker-which had already been replaced by the first guy.He has stated to us that "all ice makers are repairable" and that since water is sometimes coming to the unit, it is working. Even though it is not making or harvesting ice. He replaced the ice maker yesterday and it is still not working. I have been on the phone with CINCH all morning to resolve this.CINCH is now making us have a 3rd ****** come ****** has been 6 months. If their approved repairmen can't fix it, they need to replace the unit.

  

  Business Response

  Date: 05/28/2025

  We have received Mr.Martinezs complaint regarding the service job for his refrigerators ice maker. We recognize the frustration that can occur when multiple repairs are attempted to restore an item to full functionality. Please know by repairing a covered item it is not our intention to delay resolution. Previous repairs were performed by service providers within our network, however currently it is assigned so that Mr. ******** may locate his own licensed and insure company outside of our network to diagnose the refrigerator, and submit a report for review.
  
  On May 28th we reached out to Mr. ******** by phone, but were not successful in speaking to him. We left a detailed voicemail message, and sent an email message advising he can send us his documents directly for review.
  
  We appreciate the opportunity to address his complaint and assist in resolving this matter.
  
  Respectfully,
  ****, Customer Relations 

• Initial Complaint

  Date:05/14/2025

  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.

  On May 14th, 2025, I called Cinch Home Services aka ***** Home Warranty to cancel my membership in the ***** Home Warranty Program. I have had this home warranty for several years, and due to their delay in honoring to replace an unrepairable washing machine, I decided to switch to another home warranty company and cancel my current home warranty with Cinch (*****). When I called, I specifically stated that I wanted to "cancel" my warranty. The representative started trying to get me to keep it by lowering the price, but I kept saying that I wanted to "cancel" the warranty. The representative then got rude and said that he was going to change my contract to "Not Renew" in June - which meant I would have to pay the $76.99 premium for May and June. I indicated that I wanted to cancel as of today, May 14th, and quoted from a March 9th email I received from ***** Home Warranty regarding the automatic renewal of my membership and stating that all I had to do was call ************** if I had questions or if I wished to cancel. I asked him if he was going to honor the information in the email. The representative kept saying that he wasn't going to continue talking to me. I told him that he had changed my membership to "not renew" without my permission and that I wanted to cancel as of today. He again stated that he wasn't going to continue talking to me. I indicated that if he didn't honor my request that I was going to report the situation. He once again stated that my contract was now in "not renew" status and that's all he was going to do for me He was very rude and said that he wasn't going to continue the conversation.

  

  Business Response

  Date: 05/28/2025

  We are in receipt of Ms. ****** complaint regarding her home warranty plan. We have reviewed the account and can confirm that she contacted our office on May 14, 2025, to request cancellation.Unfortunately, instead of processing a same-day cancellation, the representative placed the contract into non-renewal status, which would have allowed the coverage and billing to continue through the end of the term. We acknowledge that this did not align with the customers stated request and apologize for the miscommunication and frustration caused during that call.
  
  Following this interaction and after reviewing the complaint, we have cancelled the policy effective immediately. We are issuing a refund of the monthly premium for May which will return to the original payment method used within 3 to 5 business days, and no further billing will occur.
  
  We regret any inconvenience or dissatisfaction caused by this experience. If Ms. ***** has further questions or needs additional support, we remain available to assist.
  
  We appreciate the opportunity to review her case.
  
  Respectfully,
  
  ******, Customer Relations
  

  Customer Answer

  Date: 05/29/2025

  In the response sent directly to me, they say that I may be billed for a remainder of the contract balance (of which there is none). Wondering why the said that & why they didn't mention it in their response to the BBB?

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23330287

  --see attached--
  
  In the response sent directly to me, they say that I may be billed for a remainder of the contract balance (of which there is none). Wondering why the said that & why they didn't mention it in their response to the BBB?
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 06/06/2025

  We understand Ms. ************* about the mention of a remaining balance in the cancellation confirmation email she received.
  
  To clarify, that message is a standard, automated communication that includes general contract language. It does not reflect her specific situation. As noted in our earlier response, her policy was cancelled, and a refund of the May premium was issued, and no additional billing will occur.
  
  We regret the confusion the automated message may have caused and appreciate the chance to clear that up.We remain available to assist Ms. ***** should she have any further questions.
  
  Respectfully,
  
  ******, Customer Relations 

  Customer Answer

  Date: 06/06/2025

   
  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:05/13/2025

  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 paid $59.99 per month for HomeSure Services since 11/20/2023 for a total of $1079.82 as of today, May *******. This service is for insurance on home appliances, including but not limited to clothes dryer. This incident was the first time I attempted to use this service since paying for the service (11/20/2023). My dryer was running, but not getting hot. I called and set up an appointment on 4/18/2025 for 4/22/2025. I also had to pay $100 at that time to secure the appointment. I was told to be home between 8am and 5pm on that day. The day of the appointment came and went with no one showing. I tried several times to call during the day to get an ETA. I was told by multiple representatives that someone would be out between the times given. After no one showed up, I called and was told that now there was no one to do the repair and that I would have to reschedule. The earliest date for someone to come out was 6 days later on the 28th and would again need to be home between 8am and 5pm. The day of the 28th, again I called to confirm an ETA. Again I was told someone would be out. Again, no one showed. I called customer ********************** and was given multiple numbers to call with the assurance that I would get assistance. I was tossed back and forth between automated prompts, AI (whose name was ********) and multiple representatives, all who ultimately were unable to help. No one had the authority to assure service. No one had the authority to refund for services not provided. I have a contract that I have paid over $1000 for services never used. They have not held up their end of the contract and I have requested a refund. Not one representative has the authority to issue a refund, and yet has no way to get in contact with someone who does have that authority. This company appears fraudulent. I am requesting a refund for the services they refuse to provide.

  

  Business Response

  Date: 05/27/2025

  We have received Ms. ********** complaint about her experience with the service for her clothes washer. We apologize that her service order was rescheduled multiple times. We understand her frustration with the repeated delays and the lack of clear communication. We sincerely regret this situation and are committed to making improvements to prevent it from happening in the future.
  
  On May 15th, we spoke to Ms. ******** via email. We regret that she has opted to discontinue her warranty agreement. We provided her with details about the reimbursement she would receive. Specifically, we explained that the reimbursement for her contract, which she ended before her new one was set to begin on May 18, 2025, would amount to $719.88equivalent to her yearly premium for that contract year. Additionally, she had already been refunded her $100 deductible and the $59.99 renewal fee. On May 19th, we received confirmation that the contract refund had been processed. Ms. ******** can expect to see this reflected in her account within 3-5 business days.
  
  
  We appreciate the opportunity to address Ms. ************************************************* Customer Relations  

• Initial Complaint

  Date:05/13/2025

  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.

  My Heat Pump - Spilt System is not working, I have a home warranty with Cinch and/or ***** for a few years. This problem has been going on for the last 2 years. This is not the first time I contacted Cinch to repair my system. In August of 2024, I put in a claim to for someone to come out and look at my unit because it was not working. SCCS8411B729-2 was the claim number for the system at that time. A few days later, I received an extension email from Cinch wanting to me find a licensed technician because they were unable to find one in my area. Which is highly unlikely. I submitted all the documentation that Cinch requested and the unit was not fixed because Cinch needed more documentation from the company. The company refused and I went onto paid to have the unit repaired and didn't received reimbursement from Cinch. Now my system is once again not working again. Cinch sent a technician to my home and he diagnosed the issues and stated that he will contact Cinch. At this time, I have been giving the runaround with Cinch stating that the parts need to be ordered and that the company that the technician worked for that the parts will be delivered to the company. The technician that came to my home is not answering none of my calls. I spoken with two representatives from Cinch and all I am getting is that the issue is being worked on. But that is not fixing my system which is completely not working. I have been with Cinch and/or Sear for years and I have not experienced the lack of professionalism and not abiding by the home warranty that is in place. I have paid premiums for years and now I am not getting what I paid for in this home warranty. The resolution that I am seeking is to either repaired or replaced the system and I have some compensation for the lack of abiding by a warranty that is in place. I will be satisfied if I just having a working unit at this time.

  

  Business Response

  Date: 05/27/2025

  We have received Ms. Jones’s
  complaint regarding the service job for her air conditioning system. We
  recognize how frustrating it can be when an item suffers multiple failures, and
  regret that has been her experience. We completed a review of her most recent
  service request in addition to the request she referenced from 2024 in which
  she utilized an outside vendor to attend to her claim. She submitted
  documentation for the 2024 service job, however, there is information missing
  which is required to process the claim. We tried reaching out to her on May 27th to discuss both matters, but were not successful in speaking to her. We left a
  detailed voicemail message, and will also follow up with an email communication
  outlining the information needed to finalize the review.
  
  Regarding her most recent
  service job; we spoke to the provider and he clarified that there was a
  miscommunication that occurred about whether the parts would be shipped
  directly to him, or if he would need to pick them up from the supplier. That
  issue has been resolved, and although he anticipated he would be able to
  complete the repair on May 27th, due to inclement weather he advised
  it would be May 28th. We also communicated this information to Ms.
  Jones in our voicemail message.
  
  We will continue to follow up
  until this matter is resolved, and appreciate the opportunity to address her
  complaint.
  
  Respectfully,
  Dena, Customer Relations 

  Customer Answer

  Date: 06/02/2025

   
  
  Complaint: 23324844
  
  
  
  I am rejecting this response because: My AC unit is still not cooling. The unit maybe be on and running but it is not cooling my home. 
  
  
  
  Sincerely,
  
  
  
  Edith Jones

  Customer Answer

  Date: 06/11/2025

  Good afternoon,

  I am emailing concerning my complaint with Cinch Home Services. I have received an email on June 6, 2025 informing me to get my own service provider to inspect my AC unit. I don't want to do that due to in the past, I was asked to do the same thing By Cinch  and  for the service provider to provide documentation on what is wrong with my AC unit. But when I submitted what was required, I was asked to submit more documentation from the service provider. The service provider didn't want to provide any additional information because they follow the guideline that Cinch required. At that time, I paid for the repairs. But now Cinch want to wash their hands for the whole situation with my AC unit. I want to know what I can do at this point in my complaint. 

  

  Business Response

  Date: 06/20/2025

  We have received Ms. Jones’s
  response regarding the service job for her air conditioning system. We
  recognize her hesitancy in utilizing an outside vendor, however, in this case
  we will work with her directly to ensure the right documentation is received,
  and guide her throughout the process. She has submitted a diagnosis report, and
  we’ve followed up to request a quote for the work proposed to be performed.
  
  Please know that we are here
  for our customers, and regret to learn that Ms. Jones has been left feeling
  like that is not the case.
  
  We appreciate the opportunity
  to further address her complaint.
  
  Respectfully,
  Dena, Customer Relations 

  Customer Answer

  Date: 07/01/2025

  Cinch is still wanting additional information from the Alternate Provider that was requested that I get. I submitted the report and the pictures for what is wrong with the AC unit and I am still getting emails from Cinch wanting more information concerning the AC unit. I advised Cinch if they are not happy with the Alternate Provider's diagnose and report, they are welcome to send a service provider to diagnose the issues with AC unit. I will continue to answer the emails that Cinch is sending me but at the same time, I do not have a working unit and according to the Alternate Provider, the AC unit can't be repair and needs to be replaced. 

   

  With regards,

  Edith Jones