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

  
• 

  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

  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:05/06/2025

  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.

• Initial Complaint

  Date:05/03/2025

  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 been paying for a home warranty every month since 2015. My central air conditioning failed at the end of last summer. I received approval from Cinch for replacement but 6 months later they have failed to execute on the work. I have spent hours attempting calls and emails to no avail. I need help holding Cinch accountable for honoring their service agreement. Due to the lost time incurred over the past 6 months of chasing then down, all while continuing to pay my monthly fees and have no working air conditioning, I am requesting that Cinch complete the required work immediately as well as cover the non covered costs as a concession.

  

  Business Response

  Date: 05/16/2025

  We appreciate the opportunity to address the concerns raised by Mr. ***** and sincerely apologize for the inconvenience he has experienced throughout this process. We understand how important it is to have a functioning air conditioner unit, particularly as temperatures rise.
  
  Upon reviewing our records, we acknowledge that a service request for Mr. ****** air conditioning system was approved for replacement in October 2024. Unfortunately, there were scheduling issues with assigned service provider, the replacement work was delayed,and we regret that he has been left waiting for the work to be completed.
  
  This matter has since been escalated, and an Executive Claims Specialist has secured a new network provider to complete the replacement work since ***** did not fulfill the service. The job has been re-assigned, and an appointment took place on May 15th.Their technician reported the 22-year-old unit is leaking refrigerant, and we are currently working with the provider to obtain further details so we can expedite the replacement process.
  
  We sincerely regret the extended delay and are fully committed to honoring the service agreement.We will continue to work diligently to ensure this matter is resolved promptly.Should Mr. ***** have any questions or require additional assistance, we encourage him to contact us directly so that we can provide immediate support.
  
  Thank you for your time and attention to this matter.
  
  Respectfully,
  
  ******, Customer Relations 

  Customer Answer

  Date: 05/18/2025

  Cinch has taken steps to resolve, but the work is not completed.  Can you please keep this complaint open until the work is completed?

  Thanks,  *******

  Customer Answer

  Date: 05/29/2025

  I appreciate finally making progress,  but I still don't have a scheduled date and time for replacement and I am still living without air conditioning. The service provider told me they will call me when the equipment is available.  Please leave this complaint open until the provider has completed the service. It would be great to know a timeline.

  Thanks, 

  *******

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23282771
  
  I am rejecting this response because:
  

  I appreciate finally making progress, but I still don't have a scheduled date and time for replacement and I am still living without air conditioning. The service provider told me they will call me when the equipment is available. Please leave this complaint open until the provider has completed the service. It would be great to know a timeline.

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

  

  Business Response

  Date: 06/06/2025

  We absolutely understand Mr.Smiths desire for a clear timeline and appreciate his patience throughout this process.
  
  We have confirmed that the replacement of the air conditioning system is scheduled for completion on Saturday, June 7, 2025. The service provider has secured the required equipment and confirmed the installation date. Barring any unforeseen delays, the work should be completed at that time.
  
  We will continue to monitor the request until it is fully resolved and are available if Mr. ***** has any questions before or after the installation. We appreciate the opportunity to assist and will consider this matter resolved once the work has been completed to his satisfaction.
  
  Respectfully,
  ******, Customer Relations
  

  Customer Answer

  Date: 06/07/2025

  Thank you for providing the timeline. The provider was at my house today and found a few additional items that need to be addressed. I am happy to see things moving in the right direction. I would like to leave this complaint open until the work is fully completed. Thanks

• Initial Complaint

  Date:05/02/2025

  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.

  3/13/25 I requested repair service for my refrigerator because the ice maker is broken;has been broken and repaired multiple times since I've owned the fridge. It had been fixed within the previous 3 months and broke within a week. I pay over $600 yearly for the warranty and a deductible when they come to repair. 3/20/25 Repair technician came to my home, confirmed that the ice maker was broken, and noted that in addition to the ice maker being broken, he found condensation on the back of the refrigerator which he said indicates that there is something wrong with the refrigerator insulation, & that that is likely why it keeps breaking. Said he'd submit a report to Cinch/***** (Cinch is the service liaison for ***** Home Services), He said it would take a couple of weeks to get an answer re: do the icemaker repair or replace the fridge due to faulty insulation.After a month of no word, I called Cinch Home Services and requested they follow up. I've had multiple conversations with my "case manager" *****, who says she can't do anything without a second "final report" from the service technician, who is not responding to emails or calls. She says there is no answer when she calls the service technician, I called too; the phone is out of order or disconnected. unable to contact the service technician, and he keeps sending the same report in response to emails, but they want "more information." *****/Cinch keeps telling me to wait, but I've waited over 2 months. They should either repair or replace my refrigerator without further delay waiting for a non-responsive technician. The technician may have gone out of business, phone is disconnected. Case Manager *****, *************************: has no authority to make decisions and cannot connect me to anyone who can help me. The time it is taking to get a warranty repair is excessive. I need a functioning refrigerator! Please see if you can get them to either immediately repair or, if necessary, replace the refrig.

  Customer Answer

  Date: 05/10/2025

  I received a call from *****, my case manager at Cinch for this problem. She said they have approved a replacement refrigerator and she gave me a model number and brand that are not comparable to the one they are replacing. My contract states they should replace with something comparable. 

  My refrigerator is a counter depth, 4 door refrigerator with an ice maker and beverage dispenser in the front door. The replacement they are suggesting is the same size but has only 3 doors and no ice maker or water dispenser on the front. They offered to pay out approximately $1700 for the refrigerator if I don't choose to accept the replacement, but in order to buy a refrigeraor with 4 doors and an ice maker like mine, it will cost over 2000, so I don't consider this a fair payout. 

  They said I have 30 days from May 6 to decide if I want the payout because they say they emailed me on May 6, however I did not receive the email they sent and the case manager called to inform me of it on May 9. She said they would send the email again within 24 hours and confirmed that they have the correct email address. I have refreshed and searched my email, including my junk, spam and deleted items folders, but I have no emails from them except one dated 4/22/24 which was about another matter. 

  ***** said I could see the offers details on their website, but there is nothing on their website; the case has not been updated recently and says they are still waiting to hear from the technician. 

  The case manager refused to give me a contact that I can reach via email or phone to discuss the matter, refused to let me speak to her supervisor, and I STILL have not received a written copy of the replacement or payout offer so that I can shop for comparable refrigerators and make sure I fine one that fits in the space in my kitchen.

  I would like to speak to someone at CINCH besides my case ****** *****, who is not helpful and cannot answer any of my questions or concerns. I would like them to replace my refrigerator with one that is just like it, meaning it has 4 doors and Ice/water on the door that is accessable without opening the door. Mine is also an "energy star" appliance; the one they are offering to replace it is not, so it will cost more to run. 

  Thank you for your help so far on this matter; at least they called me with a decision. Now I want to have them talk to me about their decision, which is not in accordance with our contract and is insufficient. 

  Thank you. 

  

  Business Response

  Date: 05/23/2025

  We have received Ms. ****** complaint regarding the service job for her refrigerator. Please know that we would never intentionally delay resolution of a customers claim, and recognize the urgency of having a working refrigerator in the home. As she identified in her updated message, we ultimately approved to replace her refrigerator with a model that is comparable in capacity and function to the failed refrigerator.The model we offered was of similar cubic feet, counter depth, with ice maker and water dispenser in the door. Unfortunately, we cannot guarantee to match all features, such as a fourth door. She elected to take the cash buyout in lieu of the replacement we offered, and this amount is a payout on the value of her claim. The check has been mailed and should be received by May 28th.
  
  On May 23rd we spoke with her directly to discuss her concerns. We appreciate the opportunity to address her complaint.
  
  Respectfully,
  ****, Customer Relations 

• Initial Complaint

  Date:05/01/2025

  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.

  Cinch originally assigned B &J ************* back in November 2024 to inspect my garage disposal. The repair guy from the company came out December 2024 and determined that it needed to be replaced. Due to them coming out a week before Christmas, I did not reach back out until after the holidays. I have been reaching out to Cinch from January to ***** regarding my claim and unfortunately I have been given the run around by them. While being on the phone with the **** from Cinch throughout those months, they would reach out to the service company and would speak with the service guy and they would tell them they would get in contact with me to set up a time. They also encouraged me to reach out to the service company as well and I did, however, after speaking with someone in February each time afterwards I have called the business number provided and I was never able to get in touch with anyone. I even left voicemails but to no avail, I was never able to get in touch with them, but the **** were always able to speak with them. Due to the constant run around, I eventually requested my issue to be escalated to someone higher in *****. After speaking with someone who stated they were a manager, they explained to me that ************* never submitted a final report with the pricing for the garbage disposal replacement. They also explained that per their policy, their service companies that they are contracted with have a ***** hour timeframe to turn in the final report. I also asked if that is the policy, why has this issue continued on and I was not provided with clarification. We are now in May, I havent heard from Cinch or the service company. At this point, I would either like my service to be assigned to another company or I would like my payments to be refunded because it is not fair for me to hold up my end of the contract and Cinch does not nor the company they assigned to my claim.

  

  Business Response

  Date: 05/15/2025

  We have received Ms. ******** complaint regarding the replacement of her garbage disposal, and we sincerely apologize for the ongoing delays in resolving this issue. We understand the frustration this has caused her.
  
  We have made attempts to contact Ms. ****** via phone and email, with our most recent outreach on May 14th. In that email, we expressed our apologies for the difficulties she has encountered. We also noted that she was given the option to have her own technician address the issue, as she preferred to avoid further interactions with her previous technician due to past experiences.
  
  In our communication with Ms. ******* we advised her to send all relevant documents directly to us once the matter is resolved, so we can ensure there are no further delays in processing her claim.
  
  We appreciate the opportunity to assist Ms. ****** and look forward to her response.
  
  
  Sincerely, 
  
  Jasmine, Customer Relations  

  Customer Answer

  Date: 05/28/2025

   
  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,
  
  Gayleisha ******

• Initial Complaint

  Date:04/30/2025

  Type:Customer Service 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 4/3/2025 our **** unit failed. We immediately filed a claim with Total Protect. The soonest appointment to have the problem addressed was 4/11/2025 (8 days). Total Protect was advised WE HAVE SENIORS (91/84) LIVING WITH US, and that made no difference. On 4/11/2025, a technician found a leaky coil and stated he had to "order the part". TotalProtect approved the repair, The next available appointment for him to return and install the part was 4/28/2025 (an ADDITIONAL 17 days). On 4/28/2025, the repair was supposed to be made between 8am and 5pm. At 3pm, we received a text message stating "We regret to inform you that, due to unforeseen circumstances, we will not be able to have a technician available today to service your appliance" and were given 4 dated to choose to reschedule: 5/12/2025 (40 Days), 5/16/2025 (44 Days), 5/23/2025 (53 Days), and 5/24/2025 (54 Days). So, best case the repair will be made 40 days after the claim we filed.I would like the following: 1 Fix the **** unit ASAP THIS WEEK2 Refund my deductible ($150)3 Add a Service Level Agreement to your website/contracts4 Implement a system of prioritization - Certainly a broken **** unit should be prioritized over a clogged sink.5 A $500 donation to Opearation Homefront (******************************) in the name of Major ***** D *****, a 30 year *********** veteran who saw action in ******* and ***** and is now living in the unbearable heat of our home! He is ********************************* the **********, ** area.With seniors in the house and the rising Carolina ***** this is a SERIOUS issue. You are not just playing with peoples money, you are playing with their lives. It is just a matter of time before the unthinkable happens. Shame on Total Protect.

  Customer Answer

  Date: 05/12/2025

  UPDATE: Today is 5/12/2025.  WE HAVE RECEIVED ANOTHER TEXT CANCELLING SERVICE AND OFFERING FUTURE DATES.  The dates are 5/23, 5/24, 5/30 and 6/2.  

  This is UNBELIEVEABLE since they have been informed that there are seniors in their 90s living here.  If the heat gets any worse, we will be forced to pay out of pocket and there WILL be a lawsuit.  The lack of response to this complaint demonstrates they amount that Cinch cares about their customers.

  

  Business Response

  Date: 05/26/2025

  We are in receipt of Mr. ********* complaint and regret to hear of the delays he and his family experienced during their air conditioning claim. We never intend to delay any repairs and in this case we failed to provide timely service.
  
  We first spoke with Mr. ******* on April 29th to address his complaint. Mr. ******* expressed his disappointment in the rescheduled appointments and uncertainty of the completion of his repair. After conducting a thorough review of the claim, we determined that the original coil ordered was not available. On May 5th we spoke to Mr. ******* to inform him that we will be proceeding with a full system replacement due to the coil being unavailable. We advised him of the next steps and associated non-covered charges when it comes to replacing a full system. On May 12th the non-covered charges were paid, and an appointment was scheduled for May 16th to complete the installation. We attempted to refund the deductible on May 12th but received an error when doing so. We have escalated this to the appropriate department for the refund to be process and Mr. ******* will receive the refund in 5 to 7 business days.
  
  On May 16th the installation took place, and we consider this claim to be complete. Mr. ******* retains our contact information if he does need further assistance.
  
  We appreciate the opportunity to review his claim.
  
  Respectfully,
  
  ********, Customer Relations

• Initial Complaint

  Date:04/29/2025

  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.

  Problem: Our washing machine is leaking water on the floor. I have attached a detailed copy of an email I sent to Cinch Services (to which there has been no response), that also includes receipts, photos and copies of their text messages and emails. We have been under the ***** Home Warranty plan for at least 7 years. This is the first time we've needed an appliance replaced (as verified by two different appliance companies). At approximately $1000 annually, we would hope that replacing a washing machine wouldn't be such a problem. After the first company (sent by them) diagnosed the machine as irreparable, they decided to send another company (sent by them) - who said there was no problem. When I used the machine after he left, again - water on the floor! When I called Cinch to report it, they said they were denying our claim based on the report of the 2nd repairman. We did not understand how they could do this when the problem was still there. They advised us to open a new claim (at an additional claim of $100). We also received an email directing us to enlist the services of a 3rd company, which we did. The 3rd company was in total agreement with the first company. So, we need Cinch to replace our machine and refund the additional fees to the 3rd company.

  

  Business Response

  Date: 05/13/2025

  We are in receipt of Ms. ******* complaint and regret to hear about the delays in communication with our representatives. We take pride in providing clear and timely communication, and we acknowledge that we fell short in this instance.
  
  We spoke with Ms. ***** on May 1st and May 2nd to discuss her complaint and work towards an immediate resolution. After reviewing the documents she submitted from her provider, we determined that the unit was not cost effective to repair. We presented Ms. ***** with replacement options, and she elected for the claim credit buyout in lieu of the replacement offered. Her payment has been issued and should be received by mail no later than May 19th. 
  
  We appreciate Ms. ***** for allowing us the opportunity to resolve her complaint directly. We are pleased to have reached a resolution and will follow up with her to confirm receipt of her payment.
  
  Respectfully, 
  ********,Customer Relations 

• Initial Complaint

  Date:04/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have paid for home warranty services thru Cinch for over a year. We made our first service call 2 weeks ago regarding our electric range/oven unit that was malfunctioning after 2 pots boiled over. Technician came out and determined it was water damage as suspected that caused a short in the control panel. Cinch deemed this outside coverage because they only cover "normal wear and tear". Overboiling pots fall squarely into normal wear and tear. Not only will Cinch not escalate the issue, when I asked to speak with a supervisor I was told the matter was closed and the person with whom I spoke was a supervisor with no authority to alter the decision. I was told to call the service provider who had ordered parts to fix the problem. The provider said they canceled the order and would not tell us what part was ordered and to call the warranty company. Cinch gave another email address to.contaxt, which I did, but we have received no reply and no repair. The whole situation appears to be a money grab supplemented by.colluaion between bad service providers and the supposed warranty company. This is the worst customer ********************** I've ever encountered.

  

  Business Response

  Date: 05/09/2025

  We acknowledge Ms. ******* complaint and regret the inconvenience she has experienced in her recent Range claim. We never intend for our customers to face unnecessary difficulties, and we apologize that this experience did not reflect the smooth, efficient service we aim to deliver.
  After evaluating the range, it was determined that the failure resulted from water boiling over and causing damage to the control board. This diagnosis does not support a normal wear and tear failure, which is why her claim did not qualify for coverage.
  As a gesture of goodwill, we have arranged for a second opinion at no ****** technician is scheduled to visit on May 9th to further assess her range.
  We spoke with Ms. ****** directly on April 30th and value the opportunity to address her concerns personally.
  Respectfully,
  *****, Customer Relations

  Customer Answer

  Date: 05/20/2025

  ***** has been most helpful in obtaining the 2nd opinion. For what it's worth, the second opinion noted this was part of normal wear and tear and that the control board did not reflect water damage. The claim is still outstanding, and we hope for a resolution soon since we've been without a range/oven now for over a month. Thank you for the reply, we hope to reach an acceptable conclusion to this matter.

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23261374

  
  ***** has been most helpful in obtaining the 2nd opinion. For what it's worth, the second opinion noted this was part of normal wear and tear and that the control board did not reflect water damage. The claim is still outstanding, and we hope for a resolution soon since we've been without a range/oven now for over a month. Thank you for the reply, we hope to reach an acceptable conclusion to this matter.
  
  Sincerely,
  
  ** ******

  

  Business Response

  Date: 05/30/2025

  We have received Ms. ******* response. Weve since approved to replace her range. She elected to receive the cash payout in lieu of the replacement we offered, and she should expect to receive her check no later than June 11th.
  
  We appreciate the opportunity to further address her complaint.
  
  Respectfully,
  *****, Customer Relations 

  Customer Answer

  Date: 06/02/2025

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

• Initial Complaint

  Date:04/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested a maintenance order for my microwave and paid $120.00 for the repair. The company suggested I get another one instead of fixing it. They quoted me $288.00 to go towards the microwave and installation of the new microwave. I received an email with a quote of $168.08 instead of the $288.00. The escalation manager said that $120.00 was deducted from the $288.00. I am now being charged for two deductibles instead of one. The automated system according the escalating manager suggested a new microwave and because it was created by the automated system, it cannot be reversed. I told her I would rather them send someone out to fix my microwave. I have since its going to cost me out of pocket more than what they was offering me in the beginning. The offer was $288.00, and now theyre $168.08. I do not think it is right for me to have to pay two deductibles, in which the first deductible was for my microwave to get fixed. My microwave did not get fixed and I have not received a new microwave. They are double charging me deductible fees. If theyre going to charge me a deductible fee for the new microwave I should receive my deductible for my microwave to be fixed back because they have not repaired it.

  

  Business Response

  Date: 05/07/2025

  We are in receipt of the complaint filed by Ms. **** regarding her recent microwave service request.After thoroughly reviewing the details of her claim, we found that she submitted a service request for a malfunctioning microwave and paid the required deductible to initiate the request. Her claim met the criteria for an automatic replacement, meaning no in-person assessment was necessary.
  
  Ms. **** elected to accept the claim credit buyout, which provided her the option to purchase and install a microwave of her choice, rather than accepting a comparable replacement model. Unfortunately, due to a system processing error, the deductible she paid was incorrectly deducted from the final claim credit amount, resulting in a reduced offer. We acknowledge that this was an error.
  
  Since the deductible was already paid upfront and no technician was dispatched to assess or repair the appliance, the full credit should have been issued without any further deductions. We sincerely apologize for this oversight and any inconvenience it may have caused. To resolve this issue, we are issuing a refund of the full $120.00 deductible to Ms. ***** The refund will be processed and returned to her original payment method within 3 to 5 business days.
  
  We appreciate the opportunity review her case and resolve the situation.
  
  Respectfully,
  
  ******, Customer Relations 

• Initial Complaint

  Date:04/27/2025

  Type:Sales and Advertising 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 January 26 2025, I enrolled in a home warranty protection plan with Cinch Home Services. Plan # ********. Since then, I had several service requests filed. Each one was nothing short of a disappointment!! One repair, my microwave, they could not fix so I had to choose a replacement for my ******* microwave. None of the microwaves that I had to choose from was a ******* model. Who in there right mind would pick a different name brand then the rest of their appliances, I'll tell you, no one. I was forced to accept a buyout which was not a comparable value as my ******* microwave value which is why they offered me cheaper replacements to choose from. I took a $340 loss as that was the additional funds I had to pay out of my own pocket so I could get an exact ******* replacement as the home warranty advertises. A 2nd, and even bigger issue, was a service request for my ******* refrigerator. The service request was filed on Feb 19th 2025 and lasted for approximately 3 months. I had to go through 2 different repair vendors as the 1st one could not repair. The 2nd issue is, there was a combined # of visits exceeding 3 which would warrant an automatic replacement of my refrigerator. Turns out 1 of 2 parts needed was on backorder with an unknown arrival date. This was the nail in the coffin with Cinch home services. I had to get this service escalated twice and the best resolution they could offer was a buyout of $328.70 for the cost of the parts and not the refrigerator!! This is not what I signed up for nor do I want. I just described 2 repairs where Cinch did not stand up for what they advertise. Both repairs resulted in a buyout where I had to take a monetary loss. There are much more details I can provide, if necessary to support my position of immediately canceling my subscription with Cinch Home services. I've had nothing but unfavorable, bad experiences with everyone of my repairs which is why I want my subscription canceled with no questions asked.

  

  Business Response

  Date: 05/05/2025

  Thank you for the opportunity to respond to Mr. ******** concerns regarding his home warranty plan. We regret that his experience has not met his expectations and appreciate the chance to clarify the actions taken and the applicable terms of his agreement.
  
  Our goal is to repair covered appliances whenever possible. When a repair is not feasible,we offer replacement options or a cash settlement in line with the terms and conditions of the customers ********************** plan. In this case, the microwave was determined to be unrepairable, and his claim was finalized with a comparable replacement model. As outlined in Section III.7 of the service agreement,while we make every reasonable effort to match the same primary features and capacity, we are not required to match the original brand, color, or exact specifications. Mr. ******* declined the available replacement options and instead chose a cash settlement, which was issued accordingly.
  
  This issue with Mr. ******** refrigerator involved multiple service visits.Unfortunately, one of the necessary parts was backordered, which is beyond our reasonable control. Mr. ******* chose to accept the claim credit buyout in lieu of waiting for the part to arrive. He was provided with a cash settlement for the parts cost and labor, which aligns with the coverage terms. We acknowledge the delay and understand how inconvenient it must have been to wait for a resolution.
  
  Home warranty coverage is designed to provide value by reducing the financial burden of unexpected breakdowns, but it does have defined limitations, and not all circumstances will result in full replacement of appliances or systems. The service agreement outlines these limitations to help set clear expectations regarding what is and is not covered.
  
  We recognize and understand Mr. ******** frustration with the outcomes of his service requests. However, the actions taken were consistent with the coverage terms he accepted upon enrollment.
  
  As requested, Mr. ******** plan has been canceled effectively immediately. We thank him for his time as a customer and wish him the best moving forward.
  
  Respectfully,
  
  ******,Customer Relations 

  Customer Answer

  Date: 05/05/2025

   
  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 " as long as" no further money is due from me. As I read Cinch's response, the agreement has been canceled effective immediately. I would like confirmation from Cinch Home Services that they will not be trying to bill me for any future months.  
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:04/24/2025

  Type:Customer Service 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 an appliances warranty with Cinch Home Services. I have been a client for years for which I currently pay a $ ***** monthly fee. On the 3/19/2025, I opened a service call because my refrigerator was not working properly. We've had 3 **********s come by and tried to resolve the issue. The first ********** said that the refrigerator needed to be replaced because the compressor was faulty. Under my policy, they are required to replace an appliance if they cannot repair it. The second ********** came by to do another inspection. He ordered the following parts: compressor, drier assy, valve, and Pcv Assy, Ma. Before, they had replaced other parts in the refrigerator. After replacing and installing parts, the refrigerator worked for a week and then it stopped cooling. We have lost a lot of food because of this. Since 3/21/25, we have had three appointments by them cancelled. They just keep rescheduling with no shows. As of today 4/24/2025, they still have not resolved the proper and we are still without a refrigerator. Please help, we keep calling them and have requested a manager to speak with, which they fail to provide.

  

  Business Response

  Date: 05/07/2025

  We are in receipt of Mr. ********* complaint regarding the ongoing issues with his refrigerator and the delays experienced in resolving this matter. We sincerely regret the inconvenience and frustration this situation has caused and appreciate the opportunity to respond.
  
  Since initiating the service request, multiple technicians have been dispatched, and a series of repairs were attempted,including part replacements such as the compressor and related components.Despite these efforts, the issue has recurred, and the unit remains non-functional.
  
  We acknowledge Mr. ********* report of multiple missed or rescheduled appointments in recent weeks. This is not the level of service we aim to provide, and we apologize for the lack of timely follow through and communication. We understand the disruption caused by a prolonged lack of refrigeration, including food loss, and we regret the impact this had on his household.
  
  Due to the continued failure of repairs and the service history associated with this claim, we have finalized the claim with a comparable replacement model, in accordance with Mr. ********* coverage. He has the option to accept a comparable replacement refrigerator, or a cash allowance to put towards purchasing and installing a refrigerator of his choice. We are currently pending his final replacement decision and remain available to assist should he have any question or remaining concerns.
  
  We are committed to correcting this situation and ensuring he receives the appropriate resolution under the terms of his warranty coverage. Again, we sincerely apologize for the delay and the inconvenience this has caused.
  
  Respectfully,
  
  ******, Customer Relations 

  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.
  
  Sincerely,
  
  ****** A ********