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

  
• 

  HMS Home Warranty

  2650 Fountainview #200 Houston, TX 77057

• 

  Homesure of America

  648 Grassmere Park Nashville, TN 37211-3663

• 

  HMS HOME WARRANTY

  1950 N. Steemmons Freeway Dallas, TX 75202

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:05/08/2025

  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.

  My refrigerator stopped cooling. I submitted a request for service with my home warranty company, Cinch, on April 28th and paid the $120 deductible. An appointment was scheduled for 4/30. The tech came out on 4/30. I was not there, my mother was. She said that the tech plugged a device into the refrigerator to read it. They phoned me and told me that there were no mechanical problems with my refrigerator and that there was dust on my coil and my refrigerator just needed maintenance done and that's why it went into defrost mode. She also put on the paperwork that my refrigerator was not level. She stated that they needed to send the information into Cinch and they would have to approve someone to come and do the maintenance and they (Cinch) would contact me This was around noon. Upon returning home that evening, I hadn't heard anything. I contacted Cinch, and I was told that since their was nothing mechanically wrong, my request for service claim had been denied and closed. The customer ********************** **** could only read from her screen and not give me any additional information. I asked if I could get a second opinion because that did not sound right, she said I could, but it would be at my own expense. Afterwards I could send the information in and they would review the new info. I contacted another tech, paid them $89 to come out, I was told that my compressor went bad, and it was not due to neglect, dust, or being un-level. He also told me that I had warranty left of the compressor and my home warranty should cover the labor. I submitted it to Cinch and they denied again stating that the first tech said there was nothing mechanically wrong. A third tech came out and could not understand why it wasn't covered. He agreed with the 2nd tech and said my refrigerator was not in bad shape. I have payed $52.99 every month for over 2 years. The moment I request service they send someone who was here less than 15 minutes and then deny my claim and ignore any other info.

  

  Business Response

  Date: 05/21/2025

  We are in receipt of Ms. ******** complaint and sincerely apologize for the frustration she experienced during the recent service request for her refrigerator. According to our records, a technician was dispatched and reported finding no mechanical failures and attributing the issue to maintenance-related conditions. Based on that assessment, the claim was initially denied in accordance with the terms of the home warranty agreement.
  
  However, Ms. ******* obtained a second opinion, which included a written diagnosis indicating a compressor failure unrelated to maintenance or installation issues. Upon review of the documentation submitted with her complaint, we have approved reimbursement for the covered labor associated with the compressor repair, which remained under the manufacturers warranty. A reimbursement check is being issued and will be delivered by mail within 7 to 10 business days. We have provided ********** with this update and encourage her to follow up directly should she have any questions or remaining concerns.
  
  We appreciate the opportunity to resolve this matter.
  
  Respectfully,
  
  ******, Customer Relations 

  Customer Answer

  Date: 06/05/2025

   
  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:05/08/2025

  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.

  I recently purchased a home, and a month after purchasing the home, filed a service request with Cinch Home Warranty. The air conditioning unit was not producing cold air, and the temperature within the home was not cooling. After paying my $100 deductible, a technician was sent to the home. The technician through Cinch didn't know what he was doing, could not figure out how to access my duct system and was about to put a hole in it until I showed him the entry was through the humidifier. He diagnosed the issue as a freon/coolant leak and left all while trying to sell me a whole new unit through himself/his company. Cinch refused to fix/replace the unit claiming that this must be a pre-existing issue and closed the case. I immediately appealed and provided a home inspection, which took place in ******** in February. During the home inspection the inspector could not test the ** unit because it was below 60F (it was 39F), and in doing so he could break/damage the unit. He did a visual inspection and noted everything was in working order/looked good. The previous homeowner's disclosures state that everything was in working order, and I even reached out to him recently and he stated that at last use, it was working. Cinch has no proof to claim that this is a pre-existing issue when in fact all supporting documentation states otherwise. I'm asking/requesting for some sort of agreed upon compensation to cover the cost of a new unit, which I will choose a service provider and unit of choice as opposed to whatever Cinch is willing to offer, as well as a refund for the diagnosis, considering the technician was unqualified to preform services and I had to teach him how to do his job. This failure to cover warrantied items, and falsely claiming without any proof, that this is a "pre-existing" issue is their blatant attempt to avoid paying/covering the unit. It's factually incorrect and a blatant lie by Cinch.

  

  Business Response

  Date: 05/22/2025

  We are in receipt of *********** ********* and sincerely regret the inconvenience he experienced while working to resolve this matter. As with any home warranty, coverage is detailed in the Agreement, and certain terms and conditions apply.
  
  Mr. ******** policy states that all covered items must be in proper operating condition as of the Agreements effective date. It also provides coverage for unknown pre-existing mechanical failures, provided the issue could not have been detected through a visual inspection or simple mechanical test.
  
  In this instance, the technician diagnosed a leak in the condenser coil. While the initial claim was denied coverage based on a possible pre-existing condition, a subsequent review of the home inspection reportwhich was conducted during colder weather and did not allow for functional testing of the ** systemsupports Mr. ******** position that the failure was not detectable at the time of purchase.Accordingly, we re-opened the claim and approved coverage in line with the terms of his warranty agreement.
  
  Mr. ******* opted to receive a cash allowance, which has been issued via check and is expected to be delivered by mail no later than May 28th.
  
  We regret any frustration ********** experienced during the initial stages of this claim and are taking his feedback seriously. We are also reviewing the conduct of the assigned service provider to ensure all technicians uphold the standards we expect.
  
  We appreciate the opportunity to bring this matter to a resolution.
  
  Respectfully,
  
  ******, Customer Relations
  

  Customer Answer

  Date: 05/22/2025

   
  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:05/08/2025

  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.

  I have a home warranty with ****** I requested services from them. They just billed me for my monthly contract payment. Unfortunately before the payment was due my washer machine stopped working. I schedule service with them for Monday may 5th 2025. They gave a window of 8:00 to 5:00 pm. I took a day off for that and all day they didnt call or text to let me know that they were going to be late. I had to be somewhere i left my house at 3:30 pm and my daughter was waiting at the house. The technician did not show up until 4:32 pm. He boozed my doorbell for a quick second less than a minute he was off the property. When i called customer ********************** after i got somehow frustrated. The agent told me that the technician was going back on the same day to diagnose my clothes machine but they lied to me. Technician did not show up. The next day without consulting with me the rescheduled me for may 7, 2025. I was wait and they gave me a window of 8:00 am to 5:00 pm. They did not show up all day, them i called customer ********************** asking them to cancel the contract and i want the money back plus the deductible of $100 they charge me to come to my house which did not happen in a timely manner. The agent told me that the contract will be canceled in june and they will not refund me any money. I requested the $100 deductible and the $99.99 contract fee because the service was not performed because they did not perform any service and for the contract they charged me for the monthly fee which i will not keep the service.

  

  Business Response

  Date: 05/22/2025

  We are in receipt of Ms.Schulzes complaint regarding the delays and lack of service fulfillment associated with her clothes washer. This is not the level of service we aim to provide and sincerely apologize the repeated inconvenience.
  
  We have communicated with ********** directly regarding her complaint. In response to concerns, we are processing a refund of the deductible payment, as no service was provided.These funds will be returned to the card that was used for payment within 3 to 5 business days.
  
  We have also initiated a refund of the monthly service charge and will provide Ms. ******* with confirmation once this is completed.
  
  We genuinely regret the challenges she has faced and appreciate the opportunity to review her case.
  
  Respectfully,
  
  ******, Customer Relations
  

  Customer Answer

  Date: 05/22/2025

   
  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:05/08/2025

  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.

  Weve had a ***** Home Warranty contract for several years. It is thru Cinch Home Services in **********, **. We pay ***** a month for this warranty. Our microwave stopped working 12/24/25. We called ************ on 1-2-2025 to request service for repair. We had to pay a service fee of $100. A service date was set up. A repairman called to find out our problem. He said he was going to order the parts he thought he would need and that they would be sent to our home and that he would come fix the microwave on the next scheduled visit. Its now 5/8-2025 and the boxes of parts are still on the floor. They schedule service date about every 2-3 weeks but no one comes. They sent an email listing the parts that are still in the boxes and said we had to pay for them. We said we were not going to pay for them until a repairman had installed them and microwave is working. Supposedly we have been turned over to a customer advocacy team,******* Tabaga #************. She called and said someone would be here 5-8-2025 and that they would contact me about when they would arrive. We have not been contacted and we called her at 9am DST eastern time and can only get a leave message answer. This has been going on since 1-2-2025 and still no service. Weve explained Im 78 and my husband is 77, a disabled Vietnam veteran and we dont have the strength nor the knowledge to repair this microwave. Were paying every month for a service that is not being provided for us. Were scared to cancel because we have so much money tied into it and if we cancel they can use this to not do the repairs and even make us pay for the parts. How do we stop this circle with such poor business service?

  

  Business Response

  Date: 05/22/2025

  We are in receipt of Mrs.****** complaint regarding the delays and communication issues related to the service request for her microwave. We sincerely apologize for any inconvenience she has been caused.
  
  We have thoroughly reviewed her account and claim. While the parts were promptly ordered and shipped, we regret that the follow up service visits were not completed as scheduled and that the communication around the repair status and part usage caused confusion.
  
  In an effort to resolve this matter, we have finalized the claim for a comparable replacement microwave. The ****** have chosen to accept the cash allowance instead of our replacement offer to purchase and install a microwave of their choice. The payment has been processed which will be received as a check by mail within 7 to 10 business days.
  
  We appreciate Mrs. ****** patience and regret that her experience did not reflect the level of service we aim to provide. We remain committed to improving the customer experience and ensuring timely, transparent service moving forward.
  
  Respectfully,
  
  ******, Customer Relations 

  Customer Answer

  Date: 05/24/2025

   
  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:05/07/2025

  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've been a customer of ********************** for almost 10 years. I have a problem with my Air Conditioner and when I raised a complaint, Cinch sent a technician and I've uploaded the report that he sent to Cinch. They are not fixing or replacing the Air Conditioner. I could have bought a brand new Air Conditioner instead of paying Cinch for the past 10 years. Their service is terrible and they will never replace or fix anything they promise. Please review the attached report by the technician.

  

  Business Response

  Date: 05/21/2025

  We have received Mr. ****** complaint regarding the service job for his air conditioning system. We sincerely regret the delays that have occurred in seeing this matter resolved,and please know it is never our intention to prolong a claim. His service request has been assigned to what is known as Alternate Provider Option,which allowed Mr. ***** to locate a provider outside the network to diagnose his system, and perform the necessary repairs or replacement. He has been working directly with a case manager, and at this time we are awaiting a paid invoice in order to disperse the approved payment.
  
  We apologize for any frustration hes experienced during this process, and we appreciate the opportunity to address his complaint.
  
  Respectfully,
  ****, Customer Relations 

• Initial Complaint

  Date:05/07/2025

  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 April 20 we submitted a service request to Cinch Home Warranty regarding a non-functioning air conditioning unit. Three weeks later the unit remains non-functioning. After five service providers conducting a total of six diagnosis visits, the remedy sought by Cinch is neither repair nor replace the unit, as the service contract would require. Since April 20, Cinch Home Warranty has procured five service providers who have arrived at my home a total of six times to diagnosis the machine. Each of the first four providers said unequivocally in their report that the machine should not, under any circumstance, be repaired. To fix the machine, a company would need to procure and use an ***-banned refrigerant, assuming, they could fix a problem that they are still unable to diagnose. I was told by multiple services providers that replacing the unit rather than fixing it is a "no brainer", something I'm also told was communicated directly to the warranty company. Each provider called me with their findings, however, Cinch has not shared these reports. Cinch is responsible for repairing or replacing my air conditioning unit to the point that it is operable. My premiums are timely paid, as were my deductibles. Cinchs business practices are predatory and cruel. We just want a working air conditioner.

  

  Business Response

  Date: 05/20/2025

  We have received Ms.Peltzmans complaint regarding the service job for her air conditioning system.We recognize the importance of ensuring the correct decision is made, and it was not our intention to prolong the claim with reassigning the service job.
  
  Initially, a repair was performed by replacing the condenser motor and power module. Unfortunately,that did not resolve the issue. The assigned provider could not complete the follow-up repair they deemed necessary, and the service job was reassigned to a new company. That company did advise they recommended replacement based on their analysis, but they could not perform that scope of work. That is why the request was reassigned a third time. The new provider only identified a small Freon leak in the system, and in their professional opinion, it could be repaired by adding a leak sealant.
  
  Ms. ******** began working with a member of our executive escalations team, and after a new review, it was determined we will move forward with a replacement. The process is ongoing, and we will continue to follow up until this matter is fully resolved.
  
  We appreciate the opportunity to address her complaint.
  
  Respectfully,
  ****, Customer Relations 

• Initial Complaint

  Date:05/07/2025

  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.

  Plan Number: ******** Twice now I have called to discontinue my plan (the first was 1-2 years ago). Both times the representative indicated that I had to call back during the renewal period, clearly a tactic to avoid cancellations. Today after I protested the representative indicated they could set the plan for non-renewal. I then asked to speak to a supervisor and was told I had to wait for a call back in ***** hours if the request was approved. Ultimately, the call center representative indicated they were able to cancel the plan effective today.The dishonesty being required by call center representatives is unacceptable. I would like a refund for the past 12 months of service, due to the fact that a representative had previously been dishonest about their ability to cancel the plan before the last renewal period, and a call from the company concerning their business practices.

  

  Business Response

  Date: 05/21/2025

  We have received Mr.Wilkinsons complaint regarding the cancellation he is seeking for his home warranty. We regret to lose him as a customer, and can verify that his plan has been terminated. With regard to the reimbursement he is seeking; that matter is currently being reviewed and once completed, we will follow up with ************ directly to let him know the outcome.
  
  Respectfully,
  ****, Customer Relations 

• Initial Complaint

  Date:05/06/2025

  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.

  Our electric dryer which is covered under their service contract stopped ********************** 2025. We scheduled multiple service appointments without anyone showing up to fix the dryer. After each missed appointment, we called to complain and a new appointment was scheduled witout anyone showing up or calling to cancel. Finally a customer ********************** representative (**** ******* ************************************** ************) agreed to send us a $1323.90 check in order to purchase a new dryer. The status on our account shows that the buyout was dispatched April 18, 2025. After 2 weeks we had not received a check, so we contacted **** ******* who told us we would recive it by May 2, 2025. We still have not received a check as of May 6, 2025.

  Customer Answer

  Date: 05/16/2025

  We contacted a customer representative for ********************** on 5/6/2025 to let them know that after 2 weeks we had not received the promised buyout check. The representative said that the check must have been lost in the mail. He said they were voiding the original check and sending a new check which we should receive by 5/13/2025 to 5/16/2025. As of 5/16/2025 we have still not received the check. This is the second time they have failed to send us the promised check.

  

  Business Response

  Date: 05/29/2025

  We are in receipt of Mr. ******* case and sincerely apologize for the delay he has experienced in receiving the claim credit payment for his replacement clothes dryer.
  
  Our records indicate that the claim credit check was issued on April 18, 2025. However, upon reviewing his complaint, we have initiated a stop payment on the original check to prevent any further delay. We are currently working to reissue the payment and will expedite via *************** to ensure a prompt delivery. We will provide the customer with the tracking information once the shipment has processed.
  
  We appreciate ********** for bringing this to our attention and will ensure the payment is received as quickly as possible.
  
  Respectfully,
  
  ******, Customer Relations 

  Customer Answer

  Date: 05/29/2025

   
  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:05/06/2025

  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.

  We have a home warranty with Cinch Home Services. Our heat pump which provides heat and air conditioning for our house quit. The coil in the house developed a leak which was not repairable. A replacement part is not made and the refrigerant is no longer available. Cinch could not find a contractor that would work with them in our area. We were given permission by Cinch to find our own contractor and we would be reimbursed for the cost of replacement. We had the entire unit installed as was necessary and submitted the bill to Cinch. They denied the claim due to the fact the model & serial numbers were not provided to them. That information is on a sticker that is applied to the outside unit. That sticker is subjected to all forms of climate and has been missing since we purchased the house. We tried several times to get reimbursed with no success. Cinch claims they need an itemized invoice. Our contractor works on a flat rate for parts and labor and includes all that is necessary to do the install. Again, Cinch refuses to pay. Finally in April of this year, Cinch told us they would send a check for $274.69 to cover the expense leaving us a balance of $10,456.46. If we cash the check, that closes the service order and no further action will be taken on the service order. My wife and I are retired and living on a fixed income and had to get a loan to pay for this. We have been dealing with this issue since July 2024 and need your help. .

  

  Business Response

  Date: 05/20/2025

  We have received Mr. Wright’s
  complaint regarding the service job for his air conditioning system, and
  specifically the reimbursement he is seeking. Foremost, we would like to
  highlight that when a customer is authorized to use an outside vendor – which is
  the case in this instance – they are sent detailed instructions which set the
  expectation that we may not approve
  coverage for all the work completed and/or the full cost of the work
  that was done. Coverage is still subject to the terms and conditions of the
  warranty agreement. The primary function of the warranty is to repair covered
  items, and to approve replacements when repairs are not possible or feasible.
  
  Mr. Wright’s provider
  identified a Freon leak in the system’s evaporator coil. The evaporator coil is
  a component which can itself be replaced without having to do a full system
  replacement. It is also possible to repair such leaks with what is known as “leak
  stop”. This is a sealant that is put into the system to repair leaks. Initially
  we approved to provide reimbursement for the cost of leak stop, however, we
  have completed another review of Mr. Wright’s case. We have now authorized a
  payout based on the fair market retail value of the cost of replacing the
  evaporator coil, Freon, and the labor to install the coil. While it it does not
  come to the amount Mr. Wright is seeking as reimbursement, we are confident
  that this course of action fulfills coverage of his claim.
  
  On May 20th we
  attempted to reach him by phone to discuss the updated amount approved for
  compensation, but were unsuccessful in speaking with him. We left a voicemail
  message and will also follow up with an email communication.
  
  We appreciate the opportunity
  to address his complaint.
  
  Respectfully,
  Dena, Customer Relations 

  Customer Answer

  Date: 05/20/2025

   
  
  Complaint: 23292856
  
  
  
  I am rejecting this response because: We appreciate your assistance in this matter however, we are rejecting the amount Cinch is offering. They claim they were paying for "stop leak" to be added to our system to repair the leak. That is more of a "shade tree mechanic" fix or just a "band aid" and is not a proper or permanent fix to the problem. If it was an option, I'm sure our contractor would have suggested it. The freon refrigerant is no longer produced and if it could be found would have cost, according to our contractor, about $1800 just to see if the leaks were fixed. Secondly, the evaporator which pictures show had several leaks, is not produced anymore as the unit was produced around 1990, so no replacement evaporator is available. This is the reason they had to replace the entire unit. We were given approval by Cinch to proceed with the necessary work and assured they would pay for the covered repairs. We and our contractor have contacted Cinch several times explaining what work was needed. We selected the economy model since a warranty company would be paying for the replacement and I'm sure they would not have paid for the more efficient model which was about double the cost. We are living on a fixed income as retirees and had to secure a loan of over $10,000 to get the heat pump replaced as it provides heating and air-conditioning in our house. This is why we are rejecting the offer from Cinch to pay: $480 for an evaporator coil that is not available, $90 for freon for 9lbs at $10/lb which is no longer produced, tax of $39.90, flush and vacuum of $150, torch $75, and labor of $250. Thank you for your help in this matter. I am responding to Cinch by phone as they left a voicemail today and to an email they sent me today as they are giving me 10 days to respond in regards to their offer of $1084.90 to settle this claim.
  
  
  
  Sincerely,
  
  
  
  Greg Wright

  

  Business Response

  Date: 05/30/2025

  We have received Mr. Wright’s
  response. We acknowledge his disagreement with the warranty’s decision to cover
  repairing his unit by replacing the evaporator coil. His claim has been
  thoroughly reviewed and we stand by our decision, as we frequently replace just
  evaporator coils on systems, in addition to recharging them with R-22
  refrigerant. We communicated an updated amount to Mr. Wright to account for his
  Premier Upgrade Package. The amount quoted to him is final, and we await
  communication from him before processing the payment.
  
  Respectfully,
  Dena, Customer Relations 

  Customer Answer

  Date: 05/31/2025

   
  
  Complaint: 23292856
  
  
  
  I am rejecting this response because: their settlement amount is not acceptable to us. Our contractor confirmed again on May 29, 2025 that they cannot get the freon that was required for our old system and in previous conversations that the required replacement evaporator for our old system was no longer manufactured, so not available. If Cinch could replace the evaporator as they now claim and also replace the required freon for just $90.00, then maybe it would have been in their best interest to have provided us their contractor to perform the work as opposed to giving us permission to have our contractor replace our system.
  
  
  
  Sincerely,
  
  
  
  Greg Wright

  

  Business Response

  Date: 06/06/2025

  We received Mr. Wright’s response and regret to hear that he
  remains unsatisfied with the outcome of his claim. As stated in our previous
  response, we have fulfilled coverage of his claim as outlined in his agreement, and the reimbursement amount offered to him is final.
  We are currently awaiting communication from him in order to proceed with
  processing of this payment.
  
  Respectfully,
  Dena, Customer Relations

  Customer Answer

  Date: 06/09/2025

   
  
  Complaint: 23292856
  
  
  
  I am rejecting this response because: we made a contract with Cinch to provide warranty coverage for our house about five years ago. Cinch doesn't seem to have any problem accepting our monthly payment to keep this warranty in effect, however, they don't seem to want to honor their agreement to pay an adequate amount for the covered repairs/replacement that they gave us permission to have performed since they didn't contract with any service providers in our area. Had we known they didn't have anyone in our area that would provide service to us, we would never have contracted with Cinch. We were assured Cinch would reimburse us if we had to use our own contractor, but we are disappointed and feel betrayed as we entered this contract with good faith. We are retired and live on a fixed income so getting a loan to get the work done was a strain on our budget. Now we are obligated to make a monthly payment for a period of ten years that we really can't afford. We appreciate the help the BBB has provided us, however it appears it is now time to forward this complaint to the Arkansas Attorney General. I wish this was not necessary but given the repeated refusals by Cinch to provide adequate reimbursement for the services that were performed, we feel we have no other recourse.
  
  Sincerely,
  
  
  
  Greg Wright

  

  Business Response

  Date: 06/18/2025

  We have received Mr. Wright’s
  response. His job has been thoroughly reviewed, and a fair retail value
  reimbursement has been offered for the covered work. His payment remains on
  hold until which time he would like to have it processed. He retains our direct
  contact information to communicate that to us.
  
  We consider this matter
  closed.
  
  Respectfully,
  Dena, Customer Relations 

  Customer Answer

  Date: 06/18/2025

   
  
  Complaint: 23292856
  
  
  
  I am rejecting this response because: We are at a loss and would like an explanation from Cinch how they can say a part can be replaced for the amount they claim when the part is no longer available. Also, how they claim the freon can be added for $10 per can when the freon is no longer available and it is totally absurd to think it could be sourced for such a small price. Maybe it could be found for that price 20 years ago, but not in the world we live in now. We request an attachment from Cinch with a current catalog showing their source for the evaporator and the specified freon for our system and the name of their supplier where it can be sourced for the prices they claim. I think they would be hard pressed to provide that due to the fact that the parts and freon are no longer available. That would be akin to selling us tickets for an upcoming cruise on the Titanic. It appears Cinch is simply dragging this out with the hopes we will tire of all of their denials to supply us the service we thought we were paying for and assured we would get.
  
  
  
  Sincerely,
  
  
  
  Greg Wright

  

  Business Response

  Date: 06/25/2025

  We have received Mr. Wright’s
  most recent response. We would like to clarify that the $10 per pound for Freon
  is the cap limit per pound according to his warranty contract. This means that
  if the Freon is $90 per pound (for example), we will cover $10 per pound of
  that cost, and the remaining cost ($80 per pound) is the customer’s
  responsibility. We would also like to assert that the warranty approves repairs
  and adding R-22 refrigerant to systems on a regular basis. While R-22
  refrigerant is no longer manufactured, it is available on an after-market
  basis, which is within industry standard practices.
  
  We acknowledge Mr. Wright’s
  request to receive proprietary information regarding our distribution
  resources, however, we are unable to provide that information. Because his
  provider did not breakdown the pricing we used a search of standard retail
  pricing of a comparable evaporator coil to calculate pricing of the average
  retail cost of the covered portion of the work that was performed. We would
  like to address as a reminder that the documentation Mr. Wright submitted only
  identified a failure with the evaporator coil portion of his system. There was
  no failure identified with the condensing unit. The warranty only covers the
  parts and components that have suffered a mechanical failure due to normal wear
  and tear. Without a failure to the condenser, the warranty would not address
  that component in the reimbursement to Mr. Wright. We would also like to take this opportunity to
  reiterate that initially we approved to reimburse him for repair of the leak in
  the evaporator coil, which is well within industry standards for this sort of
  issue. Upon further review of the situation, we agreed to a payout for the
  average retail cost of the component of the system that suffered the mechanical
  failure, which is the evaporator coil.
  
  We appreciate the opportunity
  to provide further clarification, and would like to restate that Mr. Wright’s
  payment remains on hold until which time he would like to have it processed.
  
  Respectfully,
  Dena, Customer Relations 

  Customer Answer

  Date: 06/25/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23292856, and find that this resolution is satisfactory to me. This solution is not satisfactory to me but I feel I have no choice but to accept the offer from Cinch for the amount they said they would pay, $1084.90. In the movie "War Games", the characters in the movie started playing Tic-Tac-Toe with the computer that was locked into a program that was running scenarios of Thermo Nuclear War. In both cases, the computer surmised that the only way to win each scenario was to not play at all. This is how I feel about Cinch. I don't want anything I don't deserve, however, I would have won and been money ahead if I had never contracted with Cinch and paid them over $100 each month for several years! I wish they had been upfront with me before I contracted with them for service, that they did not have service representatives in our area to provide the service I thought I would receive. SEND THE CHECK! I'm done with this! I trust that the check will be here in a few days as I hope Cinch is anxious to be done with us.
  
  
  
  Sincerely,
  
  
  
  Greg Wright

• Initial Complaint

  Date:05/06/2025

  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.

  To Whom It May Concern: Company owner, managers, supervisors On 12/26/25 a repairman came to my home to repair my washing machine. He told me someone would call me that week to discuss what needed to be done. After waiting the week out I called the phone # given in the Home Warranty letter ***************).From that point on I made multiple calls that took anywhere from 50 minutes to 2 hours. These calls were constantly transferred to other people, whom I waited for long periods of time to connect. This went on from 1/3/25, 1/8/25, 1/21/25 and possibly other days. I spoke to a Revena, ****** **** ****, ***** and a few others. Several people told me to call other ************** one point I was told the machine part could not be found and the case had to go to the Warranty division. The repair man also suggested the parts were no most likely longer in stock. I asked for the phone # of the Warranty division to expedite things faster and was told they don't give this phone # to customers. After all these calls and weeks of no return calls I cancelled my policy. I have been a member of the ***** Home Warranty company for close to 10 or more years and have paid roughly $8 to $10,000 into the ********** one ever returned any of my calls since the first phone call on 1/3/25. Because of the frustration and lack of service, I bought and paid for my own washer and dryer. I also thought the company advisers, managers and owners should know about this situation.******** ***** Former Customer #******** cc: ********************

  

  Business Response

  Date: 05/16/2025

  We appreciate the opportunity to respond to Ms. ******** *****' concerns and sincerely regret the frustration and inconvenience she experienced during her recent service request. According to our records, a service request was initiated for her clothes washer, and a technician was dispatched to her home. Following the technician's diagnosis, the parts required for the repair were determined to be unavailable. As a result, her claim was escalated to our research team for further review and determination. We were able to locate with the part through another supplier which was shipped and delivered. However, we acknowledge there was a lack of communication and follow through on our behalf to ensure the repair was completed.
  
  We acknowledge that ******** encountered extensive delays and challenges reaching the appropriate department for updates on her claim, and we deeply regret the lack of communication and extended hold times she experienced. Upon review of her case,we have approved a reimbursement for the costs she incurred replacing her unit.She should expect to receive her check by mail within 7 to 10 business days.
  
  While we regret that ******** chose to cancel her contract, we are committed to making this right and ensuring she receives the approved reimbursement. We also value the feedback she provided and have shared her experience with our leadership team for internal review and service improvement.
  
  Should Ms. ***** not receive her check within the expected timeframe, we encourage her to contact us directly.
  
  We appreciate the opportunity to review her case.
  
  Respectfully,
  
  ******, Customer Relations 

  Customer Answer

  Date: 05/16/2025

  To Whom It May Concern

  May 16, 2025

  I have been informed that Cinch will be sending a check for reimbursement of my washing machine within the next 7 to ten working days.

  Spoke to ****** *******, ********************************* Specialist in ******* ************.

  Customer Answer

  Date: 05/19/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  To Whom It May Concern

  May 16, 2025

  I have been informed that Cinch will be sending a check for reimbursement of my washing machine within the next 7 to ten working days.

  Spoke to ****** *******, Customer Relations

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

  Customer Answer

  Date: 05/19/2025

  I am waiting to receive a reimbursement check from CHINCH Home Warranty within the next 7 to 10 business days.

  Upon receipt of the check I will let ******, ************ Specialist, from CINCH in ** know I have the check. At that time I will request the BBB to close the complaint account.

  Cordially

  ******** *****

  Customer Answer

  Date: 05/19/2025

  I just sent an acknowledgment of a check to be sent to me within 7 to 10 business days from CINCH Home Warranty. I do not have the check yet, but will let you along with CINCH Home Warranty upon receipt of it.
  

  A letter was emailed to me from ****** *******, CINCH ************ Specialist in **, alerting of the reimbursement for the washing machine I bought and paid for.