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

  
• 

  HMS Home Warranty

  2650 Fountainview #200 Houston, TX 77057

• 

  HMS HOME WARRANTY

  1950 N. Steemmons Freeway Dallas, TX 75202

• 

  HMS HOME WARRANTY

  PO Box 843956 Dallas, TX 75284

• 

  Cinch Home Services, Inc.

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

  

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:05/13/2025

  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.

  On 4/21/25, our Hot water heater was leaking water. I called Cinch Home Services and got a work order number and paid $100 for a service provider to come out and fix our water heater. SCCT4472897C-1. Cinch told me they did not have any service providers in our area. They gave me authorization to hire locally. ****** J Down came out and fixed the leaking water heater. When they went to turn in on and it did not work. They did more investigation and noticed the wires were disintegrated. Their expert opinion was to replace the water heater. We called Cinch back and told them all of this and asked if we needed a new work order number. They said no. I called on 4/22/25, spoke with ***** just to make sure we did not need a new work order number for the replacement. ***** said no, we will still be reimbursed the repair and then up to 5K for the replacement. 4/22/25, we called ***** J Down and had then replace our 75 gallon hot water heater with a 50 gallon. I submitted all the invoices and pictures needed for the repair - $676.24 and also the replace water heater $4373.76. Cinch is now telling me that the repair was not authorized and they are only reimbursing for replacement. Even though I called and confirmed and received the work order number to repair the hot water heater!!! I am getting the round and round from so many Representatives at Cinch. 5/8/25 **** was extremely rude and said I have replaced the hot water heater yet. I was confused because I already submitted the receipts for the repair and the replacement! Got transferred to a supervisor..Jev, she was very nice and tried. The back office said because ****** J Down offers 100% satisfaction they will not reimburse the repair. I told Jev, they did fix the issue I called them for. She went back and then they told her I was never authorized a repair. She recommended I called the CEO but on 5/13/25, I have had 2 Representatives hang up on me - *** & ******.

  

  Business Response

  Date: 05/27/2025

  We have received Ms.Beverlys complaint regarding the service job for her water heater. We regret any misunderstanding regarding the approval process. The source of the delay in approving a payout was the result of needing additional information to process her claim. Once that information was received, a payout was authorized. She has been working directly with a case manager, and her payment is in progress.
  
  We apologize for the frustration she has experienced, and appreciate the opportunity to address her complaint.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23324808
  
  I am rejecting this response because:

  The case manager even agrees that there should of been 2 claims. Now they are not paying the full repair claim and not giving me tax on the water heater. Many representatives did not do the necessary requirements to ensure we would be reimbursed and although the case manager agrees, no increase has been given. I stand by submission for this and hope this companies realizes their mistake and pays more than the ******* that was given. I paid *****. And I am out of pocket because the direction given was not correct! And they will not let me submit new invoices. 

  Beyond disappointed and frustrated!

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

  

  Business Response

  Date: 05/30/2025

  We have received Ms.Beverlys response. We regret to hear her frustration with the process remains.The payout she was provided is the amount we have authorized for her water heater, and we stand by that amount and consider this matter closed.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23324808
  
  I am rejecting this response and would like to speak with the CEO. This is so horrible on how to do business and you are brushing me off as if it does not matter that your representatives did not do our service jobs correctly. No one is being held accountable and we are left holding the bill for the difference. Absolutely horrible in how to treat "as your representatives say - we are a valued customer". 

  I definitely do not feel valued or taken care of when it was not our fault. 
  

  Many regrets,
  
  ******* *******

• 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'm referencing a home service company called ***** located in *******. They, it's an affiliate or a wholly owned subsidiary that I've been dealing with called Total Protect, although the complaint is under Fitch. I'll try to keep this short, I had a water heater sale on last Saturday, and I asked, I've been with these folks for probably eight or ten years. They collect their money out of my credit card, so they've never had a lay payment unless they've billed it late. So I've held up my end of the bargain, 100%, and I think I've had two claims over the 10 years. The thing failed. I filed a complaint electronically over the weekend. I got a contact electronically that they assigned it to a service provider in ********, ****. Service provider called me on Monday and said that they do not service that appliance whatsoever. So then I started to try to get a hold of Code for Tech and their computer screening system is less than premium. So it probably took me at least one or two phone calls to finally talk to somebody. And I don't know what the key was for me to do that. But the fact is I did. And they assigned another service provider who did come out and informed me that they didn't work on the particular appliance, but they were kind enough. They were a SINCH provider and they were kind enough to contact SINCH and I'm sure directly they couldn't have done what I went through. And they actually got another service provider assigned. The only problem was that they contacted me or I contacted them. And they weren't gonna be able to come out till the 16th. So I'm 10, 12 days, I don't know how long, without hot water. So we can't shower, we can't re-wash our hands in cold water, wash our face, our pits, but couldn't really do much.

  My complaint is that it's almost impossible over the course of the four or five days that done this. It's almost impossible to get through their call screening system to talk to somebody. Normally, and I've had a lot of experience with this, normally these people, if you say it enough, they will put you with a representative. Of course they ask you all kind of questions to try to but eventually they'll put you with somebody. Now this place, they just keep referring you back to the main menu and you just keep going around in circles. So the last two or three times that I've tried to contact them, maybe more than two or three, I've been given this run around electronically. So as it stands now, I have a A service call coming on the 15th or 16th, and I have $150 deductible invested in that, which I need to cancel the service call and get my *********************** at the very least going the other way, I feel that I do whatever they would pay, of course keeping deductible. Whatever they would pay the service provider to come out, they should pay me because I've got almost $600 of my money invested in this because I had to buy a new unit because I was not going to go out water any longer.

  So, my problem is, my main problem and complaint is I'm not saying that if I could communicate with these people, eventually we would have got it worked out, but we're talking one out of three or four or five calls and very exasperating. Of course, the situation itself was exasperating. So I don't feel I received a lot of support. based on communication. But as I said, I feel that I'm at least due what they would pay the service provider to come out and do it. And I don't know how much that is. And of course, they would retain the deposit in that case. I wouldn't expect that back because we're working on. 

  

  Business Response

  Date: 05/27/2025

  We have received Mr.********* complaint regarding the service job for his tankless water heater.We recognize the urgency of having hot water in the home, and have reviewed his case to identify opportunities for better and more efficient handling of his claim. Unfortunately, the first two providers assigned were unable to service his type of water heater, and it was subsequently given to a third company who could service an electric tankless water heater, but their availability was not satisfactory to Mr. *********
  
  Mr. ******** ultimately elected to replace the water heater on his own, outside of the warranty process. Although the warranty stipulates that we will not reimburse a customer for any work done outside the ********************** by an outside vendor, we are willing to consider compensation with the necessary documentation for review. This documentation would need to be on the letterhead of a licensed and insured plumbing professional, to include a detailed diagnosis describing what failed and what caused the failure(s). It would also need to outline an itemized list of all parts and labor, to include part numbers as well.
  
  On May 27th we spoke directly to Mr. ******** regarding this matter, and he made us aware that he purchased a new water heater and had an individual he knows complete the installation. He clarified that he does not retain any documentation with the required information. Due to this, unfortunately we cannot entertain compensation for having the water heater replaced. We did refund his deductible as a one-time customer ********************** gesture due to his frustrating experience.
  
  We appreciate the opportunity to listen to Mr. ********* concerns, and to address his complaint.
  
  Respectfully,
  ****, Customer Relations 

• Initial Complaint

  Date:05/13/2025

  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.

  This company did not provide a service for this deductible that was paid and I would like a refund of $125. When I contacted them, the representative refused to refund me and refused to cancel my monthly subscription to their insurance plan. I explained to them that that was illegal, and they continued to refuse to cancel and give me a refund.

  

  Business Response

  Date: 05/26/2025

  We have received Mr. ******** complaint regarding the service job for his water heater, and his overall experience with the process. We regret that he has chosen to discontinue his plan, and can confirm it has been cancelled. We spoke to Mr. ******* on May 26th and based on the feedback he provided, we reimbursed his deductible as a customer ********************** gesture. He should receive it back to the card on file in about 3-5 business days.
  
  We apologize for the frustration he experienced, and appreciate the opportunity to address his complaint.
  
  Respectfully,
  ****, 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.

  4/17/25 First appointment for washing machine that did not drain the water to be repaired tech arrived assured me he knew what the problem was "fixed it" did not run a cycle to make sure the problem was no longer there he stated the motherboard needed to be ordered to fix the second problem 4/22 notified part had been ordered notification will be sent when part has been received to schedule appointment, due to unforeseen events a tech was not unavailable to fix the first issue 4/28 appointment scheduled to service washer, received text message due to unforeseen circumstances tech was unable to make it 5/1 tech came said the motherboard repair was not on the workorder other part to drain water needed to be ordered 5/2 repair parts had been ordered 5/12 tech called to ask if we had the part we do not he said he would call his supervisor because there wasn't any part for him to pick up this morning received text notification new appointment has been scheduled for 5/21 I have called multiple times only to be bounced back and forth between two departments each one stating I should call the other one of them said we the customer are to call them to inform them the part has arrived when I never received such information before. I try to be understanding because things happen but this has gotten out of control, I have lost days of work waiting for techs not once have I received an actual call informing me techs would not be coming, I would like to receive a replacement cancel my subscription be refunded the subscription amount in addition to ****** for the amount spent at the laundrymat

  

  Business Response

  Date: 05/26/2025

  We have received Mr. ***** complaint regarding the service job for his clothes washer. We understand the value of his time, and apologize for the delays that have occurred in resolving his claim. Our records show that the repair was done on May 21st, and on May 26th we reached out to him directly to confirm the clothes washer is now operational. We were not successful in speaking to him, and left a detailed voicemail message with our direct contact information should he wish to follow up with us directly. As a one-time customer ********************** gesture, we did refund the deductible he paid, which will process back to the card on file in about 3-5 business days.
  
  We regret that his experience left him frustrated, and we appreciate the opportunity to address his complaint.
  
  Respectfully,
  ****,Customer Relations 

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23322107
  
  I am rejecting this response because:

  The washer has not being fixed. We were suppose to receive two parts one a mother board which we have two a part to drain the water which we have not received. How can you say it has been fixed. We were frustrated of having to take time off work which we are not requesting to be reimbursed we are however asking to be reimbursed ****** we spent at the laundry mat. We are also asking for the full cost to replace the washer.

  
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 06/09/2025

  Thank you for the opportunity to respond to Mr. ***** continued concerns. We understand the frustration this situation has caused and appreciate his patience throughout the process.
  
  After reviewing the circumstances, we have finalized the claim and made the decision to replace the unit. Mr. **** has the option to either accept a comparable replacement clothes washer or choose a cash buyout to put towards purchasing and installing a new washer of his choice. We left him a voicemail on June 9th to provide this update.
  
  At this point, no further action is required from Mr. **** other than selecting his preferred replacement option. We encourage him to follow up directly if he has any remaining questions, concerns, or needs further assistance.
  
  We remain committed to ensuring the replacement process is completed smoothly and to his satisfaction.
  
  Respectfully, 

  ******, Customer Relations 

• Initial Complaint

  Date:05/12/2025

  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 a Home Warranty with ***** Home Services powered by Cinch for ~ 7 years. Over the years, I've filed numerous claims (4 in total), paying ~$50/month for coverage of appliance service and per the contract a new appliance if not fixable. To date, they have never been able to actually fix or replace any of the claims I've filed for a microwave (model too old, can't find the part), refrigerator (ice machine repair excluded) and clothes dryer (honestly can't even remember the excuse with this one)...requiring me to then pay more out of pocket for separate repairs, parts, or replacements.I was ready to cancel but figured I'd give them one last try with a broken clothes washer. I filed a claim on March 26th, paid the deductible of $100 and have had three visits from technicians, multiple parts ordered, my entire laundry room torn apart and still they have not fixed the washer. Every time a different technician comes, they claim the last one didn't know what they were doing and another part is needed. They assured me the final repair would be on Friday, May 9th and didn't show up. When I checked the status of the appointment via the text link provided to confirm the appointment, it was bumped out for another two weeks with no reason why and no contact. I tried to reach someone via phone and no real customer ********************** was available. I've spent THOUSANDS of dollars on the monthly payments all for nothing and this is the final straw. I am seeking a refund for at least the last year, the deductible paid and ideally an appropriate replacement washer.I have a PDF of all communications back through 3/26 when original file was claimed but they have removed that history from my dashboard/account online making it seem like the most recent claim was just filed on Friday.

  

  Business Response

  Date: 05/23/2025

  We are in receipt of Ms.********** complaint and sincerely regret the frustration and inconvenience she has experienced.
  
  After a thorough review of the account and claim, we can confirm that our technicians made multiple service visits and attempted repairs involving ordered parts and significant labor. We apologize for any disruption this process may have caused. We have since re-evaluated the information and have determined that the clothes washer is not cost effective to repair.
  
  We have proceeded to offer Ms. ********* a comparable replacement clothes washer. She has chosen to accept the cash allowance, and her payment has been received electronically.
  
  We respect Ms. ********** decision to cancel the policy. Please know that her feedback is invaluable as we continue to work toward improving the customer experience.
  
  We appreciate the opportunity to review her case.
  
  Respectfully,
  
  ******, Customer Relations
  

  Customer Answer

  Date: 06/03/2025

   
  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:05/12/2025

  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.

  March 2024, I was solicited for a CINCH Home Services Warranty while in ***** Club with *No pre-inspection and *Covers Septic.Initially, I refused the offer because I think those Warranty companies are rip-offs, but because they were in ***** Club, I felt more trusting.We passed the salesman a few times while shopping as he pitched other ***** Club Members. Meanwhile my wife and I discussed possible benefits of a home service/warranty. In one of those passings, he asked if he could change my mind and I said "only if you covered both in-and-outside my home *including Septic. He agreed and found us a plan that covered it.The day I put the Septic service call into CINCH, the wait time was long and I was told the plan I had did not cover outside my home and it would cost additional to add. I immediately asked to cancel the service due to my being sold a plan at the Point-Of-Sale only to be told it now costs more. The salesman asked me not to cancel and offered me a pro-active upgrade to include the outside service as a customer retention offer and made it pro-active by collecting my funds for the upgrade, in advance instead of monthly increments. Here are the issues: They were supposed to send a service company, but said could not find one, so instructed me to find my own, so I started the process and found 3.I was to pay upfront for the work described in the claim then submit bills for reimbursement, so it took a while.Wednesady May 7, 2025, we finally got the money up, so called to submit the new updated estimate for pre-approval is when the CINCH representative informed me the claim was denied due to it being pre-existing. She said and the claim was submitted the same day of the upgrade and there's a grace ********** accusing CINCH of Bait And Switch at Point Of Sale and breach of the Customer Retention Offer in lieu of canceling the service.Approve the septic claim as agreed or refund my monies paid from day your retention offer was made.

  

  Business Response

  Date: 05/26/2025

  We are in receipt of Mr. ********* complaint and appreciate the opportunity to clarify the situation and outline the steps we are taking toward a resolution. We sincerely regret any frustration or confusion he has experienced.

  Please know that we take Mr. ********* allegations regarding the sales interaction seriously. We strive to ensure all point-of-sale communications are clear and consistent with the terms of our service agreements. While we have no direct record of the specific in-person conversation that occurred at the retail location, we recognize that he may have received information that led to different expectations about what was included in his plan. As a result, we have escalated this concern internally for further review with our retail partner.

  Mr. ******** enrolled in a home warranty plan that took effect on March 15, 2024,and submitted a claim for a septic system issue the following day, on March 16. The terms and conditions of his plan,including the upgraded coverage, specify that we provide coverage for mechanical failures of covered items that were in proper working condition on the effective date. The plan also states that pre-existing conditions are not covered, unless the failure could not have been detected by visual inspection or a simple mechanical test.

  Upon reviewing the claim, we found that the originally assigned technician reported the septic system was backed up, with a clear drain line, but also noted that he did not service septic systems. The claim was then transferred to our dispatch team, and due to limited in-network availability, we offered Mr. ******** our Alternate Provider Option (***), which allowed him to use a provider of his choice and submit a paid invoice for reimbursement. A case manager followed up with Mr. ******** throughout this process, and in June 2024, he obtained a repair estimate. Our Decision Desk reviewed the estimate in July 2024, and the claim was denied as the failure was determined to be pre-existing,based on the timing and technicians initial findings.

  Regrettably, it appears this denial decision was not clearly or promptly communicated to Mr. ********* This is not in line with our service standards, and we sincerely apologize for the lack of timely and transparent communication.
  Mr. ******** contacted us again in May 2025, after securing the funds to complete the repair. At that time, he was informed of the previous claim denial. By then,the policy term had expired, and he opted to cancel the renewal coverage.
  While we must stand by the claim decision as consistent with the service agreement, we fully acknowledge that there were several missed opportunities during the claims process when we could, and should, have communicated more clearly about potential coverage limitations. In particular, the combination of the claim being submitted the day after the policy took effect, the technician's findings, and the extended timeline of the *** process should have prompted an earlier and more direct conversation about the possibility of denial due to a pre-existing condition. We regret that this communication did not occur and sincerely apologize for the resulting confusion.

  As a gesture of goodwill and in recognition of the communication breakdown, we are offering a reimbursement of up to $500, which is the maximum benefit available under Mr. ********* plan for a septic pumping occurrence. This is not a reversal of the original claim decision, but it reflects our commitment to resolving the matter fairly and in good faith.

  We have communicated this offer directly to Mr. ******** and welcome any further questions or concerns he may have.

  We remain committed to treating our customers with fairness and respect and will continue working to improve our service experience. We hope this resolution demonstrates our ongoing commitment to customer satisfaction and continuous improvement.

  Respectfully,
  ******, Customer Relations

• Initial Complaint

  Date:05/12/2025

  Type:Order 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 business repeatedly reschedules services on the day of after accepting a $200 deductible.

  

  Business Response

  Date: 05/23/2025

  We are in receipt of Ms.Halls complaint and appreciate the opportunity to respond.
  
  Our records indicate a service request was initiated on April 29th and assigned to ***** for fulfillment. Regrettably, this request was rescheduled multiple times. We acknowledge that these repeated delays were unacceptable, and we sincerely apologize for any inconvenience this may have caused.
  
  We have spoken with Ms. **** to confirm whether service is still needed. At that time, she advised that she had already secured an alternate provider due to the missed appointments.Accordingly, the service request was cancelled, and we are processing a refund of the deductible payment back to the original method of payment.
  
  Additionally, we would like to review the service that was completed by the alternative provider. If the repair falls within the scope of coverage under her warranty, we will consider reimbursement in accordance with the contract terms. We have kindly requested that Ms. **** provide a copy of the service invoice for review.
  
  We appreciate the opportunity to address this matter and are committed to using this feedback to improve our processes and customer experience.
  
  Respectfully,
  
  ******, Customer Relations 

  Customer Answer

  Date: 06/03/2025

   
  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:05/09/2025

  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 called Cinch Home warranty on March 5 2025 for my refrigerator repair. I paid the $100 fee. my first appointment was scheduled for 3/19. It is now May 9 2025 and the refrigerator is still not repaired. There have been several appointments scheduled with 5 'no shows", no phone call, nothing. Since i've been working with the escalation department in the past couple of weeks, no change, still a no show. We are going into the 10th week of our refrigerator not working. Please help! It's very frustrating to say the least. For every appointment scheduled, someone has to be at my home between 8 - 5. And 5 times a no show. This is unacceptable to say the least. I am requesting my $100 fee and two months of monthly payments $60 for the aggravation.

  

  Business Response

  Date: 05/23/2025

  We have received Ms.
  Wozniak’s complaint regarding the service job for her refrigerator and
  appreciate the opportunity to address this matter. We understand the urgency of
  having a working refrigerator and regret the delay in restoring her
  refrigerator to full functionality. Our records show that it took longer than
  expected to procure the compressor needed for the repair. We also recognize
  that there we missed appointments, which we do not find acceptable. Please know
  we will use this as a learning opportunity to improve our services.
  
  Since submission of her
  complaint, her account reflects that the repair has been completed. She was
  assisted by a case manager, and we also sent a follow-up email communication to
  verify the refrigerator’s operability after the repair. As a one-time customer
  service gesture, we have refunded her deductible back to the credit card on
  file. She can expected to receive it in about 3-5 business days.
  
  Respectfully,
  Dena, Customer Relations 

  Customer Answer

  Date: 06/03/2025

   
  
  Complaint: 23310113
  
  
  
  I am rejecting this response because the refrigerator is still not working. It has been three months now. The compressor was replaced but upon further investigation it needed two more parts, a capacitor and an overload switch. We received the parts about 3 - 4 weeks ago and notified them a number of times. We've still had no show appointments. The escalation department is useless, and you can't talk to anyone else. They just keep rescheduling and then don't show up. The first call we made concerning this was Mach 6, 2025. As of today, June 3, 2025 we have not been able to use the refrigerator. This is unacceptable. We need someone to install the two parts mentioned above as soon as possible.

  I also gave them the best phone number to reach me which is 603 801-2045 and they continue to call a number that i don't have access to during the day. 

  
  
  
  Sincerely,
  
  
  
  Laura Wozniak

  

  Business Response

  Date: 06/13/2025

  We have received Ms.
  Wozniak’s response regarding the service job for her refrigerator. We sincerely
  regret to learn that her refrigerator is still not functioning properly. Our
  records show that on June 12th, a repair service appointment was
  scheduled. Upon our June 13th conversation with Ms. Wozniak, she
  advised that she had not received notification of this appointment, and was out
  of town. Due to the length of time this issue has persisted, we offered to
  replace her refrigerator. She advised she would need to consider it further,
  and will reach back out to us directly to advise if she would like to proceed
  with repair or take a replacement.
  
  We look forward to continuing
  to work with her directly.
  
  Respectfully,
  Dena, Customer Relations
  

  Customer Answer

  Date: 06/19/2025

   
  
  Complaint: 23310113
  
  
  
  I am rejecting this response because i want my current refrigerator fixed. A new compressor was installed. It' the capacitator and overload switch that still needs to be installed. We feel that when these 2 parts get installed, we will have a longer life span for the refrigerator. We just don't understand why it's taking many, many weeks for these 2 plugs to get installed??? I left a message for Dena on 6/14/2025 stating that we want to pursue the repair of this refrigerator.
  
  
  
  Sincerely,
  
  
  
  Laura Wozniak

  

  Business Response

  Date: 06/25/2025

  We
  have received Ms. Wozniak’s response and have located a network provider to
  install the needed parts. An appointment is pending and we will continue to
  follow up on her service job until these repairs are done.
  
  Respectfully,
  Dena,
  Customer Relations 

  Customer Answer

  Date: 06/30/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23310113, and find that this resolution is satisfactory to me. Sears service installed the compressor incorrectly and the additional parts were not compliant with our refrigerator, per the 3rd party appliance technician.  Sears has agreed to replace/buy out as our options which we have agreed to.

  
  
  Sincerely,
  
  
  
  Laura Wozniak

• Initial Complaint

  Date:05/08/2025

  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.

  To Whom It May Concern,I am filing this complaint to report gross negligence and unacceptable business practices by ************************* July 2024, I placed a service request for ** repair. ***** ** Repair was assigned three times and failed to show upno calls, no apologiesleaving me without ** for nearly two weeks in 95+ degree heat.Eventually, Cinch reassigned the job to Green Cool. They diagnosed a bad motor blower, but I endured six more weeks without ** waiting for parts. When they finally fixed it, the tech rushed through, didnt check Freon, and didnt verify proper cooling.Eight months later, the ** failed again. The new technician revealed the truth the original tech installed the wrong size capacitors (size 5 instead of 15). This mistake overworked the motor and killed it prematurely.Despite this clear negligence, Cinch refuses to refund my deductible, citing a 180-day workmanship policy. This is not wear and tear it is poor workmanship, plain and ********* make matters worse, I now have a 2-week-old newborn in my home with no ** during extreme heat, and once again, Im being told to wait for another part and repair. This has crossed from inconvenient to dangerous.I demand the following:Immediate refund of my deductible.Priority expedited service to fix this immediately.Written guarantee this will be properly repaired and inspected moving forward.This situation was avoidable. Cinchs contractors failed at every level, and I am left suffering emotionally, financially, and physically with my family in unsafe conditions. If this is not resolved immediately, I will escalate to all available legal channels, including regulatory agencies, consumer protection, and civil action.Enough is enough. I expect action.Sincerely,****** *****

  

  Business Response

  Date: 05/22/2025

  We have received Ms. ****** complaint regarding the service job for her air conditioning system. Please know we recognize the urgency of having a working air conditioning system,especially with a newborn in the home. We sincerely regret the delays that have occurred due to appointments being rescheduled. This is not reflective of the type of service we aim to deliver to our customers.
  
  Our records show that the service company procured the part, and the installation appointment is scheduled for May 22nd. Ms. ***** has been working with a case manager to assist in resolving the matter, and she will continue to follow up until it is fully resolved. Due the severity of her case, we have reimbursed her for a portion of the money she spent buying a portable air conditioning unit.
  
  We apologize for the time it has taken to repair her system, and appreciate the opportunity to address her complaint.
  
  Respectfully,
  ****, Customer Relations 

• Initial Complaint

  Date:05/08/2025

  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 the week of 4/28/2025 I contacted Cinch Home Warranty because my Garage Door Opener stopped working. They asked for $150 deductible up front which I paid. They called 4 different companies and none ever came out. They asked me to call my own service provider which I did. I called A1 Garage Door Services and received an estimate. cinch denied the claim. Cinch provided no service or any leads or any direction but will not reimburse my deductible of $150.

  

  Business Response

  Date: 05/22/2025

  We have received Mr. ******* complaint regarding the service job for his garage door opener, and more specifically the reimbursement he is seeking for the deductible he paid upon service initiation. We regret that we were not able to provide an in-network service company to attend to his claim, and we apologize for the frustration he experienced as a result. Because his claim was found not to qualify for coverage under the terms of the warranty and he had to locate his own provider,as a one-time customer ********************** gesture, we refunded the deductible he paid. It should process back to the credit card on file by May 29th.
  
  We appreciate the opportunity to address his complaint.
  
  Respectfully,
  ****, Customer Relations  

  Customer Answer

  Date: 06/03/2025

   
  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,
  
  *** ******