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:04/23/2025

  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 paid the $200 deductible for a leaking water heater from the home warranty. They had an appointment 2 days later with a small local company. The technician came out and was friendly at first. He agreed immediately that the heater needed to be replaced, but then added that it needed $950 of non-covered services. When I requested an explanation of what some of these were, he didn't answer and just insisted that I needed them. He also pressed me to sign a work order before he left. When I inquired why I was signing if the warranty company was paying, he became flustered and rude and told me not to sign as he swiftly left. Not trusting this company to do the repair, I called Cinch to inquire about the cash option so I could get my own plumber. They responded that I would receive ******. I was refused when I asked to talk to a supervisor and was passed from department to department for a long time. When I finally gave up, I informed the technician I would take the 230 and file a complaint with the BBB. I was immediately transferred to an escalation specialist. As per the contract, if a credit is issued, it must be for the full value of the covered charges. When I expressed my disbelief that a new water heater plus installation services amounted to 230, they said that is what their research showed. Upon pressing, they admitted that the new heater cost 430, but there was a 200 deductible. I explained I had already paid that and the tech responded that there was another one!? I then asked what about the installation services, and they said that they could not be included as they had no price until after the plumber invoiced them. When I pressed that that was nonsense as the plumber had no issue itemizing 950 of non-covered services, the tech informed me my only option was 230 and could not help me. I obtained independent estimates of about 2k for the whole job. Based on the inflated uncovered services, I would expect a check for 1200 for the covered parts and services.

  

  Business Response

  Date: 05/02/2025

  Thank you for bringing this matter to our attention. We sincerely apologize for the confusion and frustration Mr. ***** experienced during his recent claim for his water heater.
  
  After reviewing the details of his claim, we have discovered that the original cash settlement amount provided to Mr. ***** was calculated incorrectly. Specifically, the buyout amount did not accurately reflect the full value of the covered parts and labor.We are correcting this error and issuing an additional payment to Mr. ***** to account for the difference between the original amount provided and the full value of the covered services. The payment is currently being processed and should arrive by mail within 7 to 10 business days.
  
  We understand how important clarity and trust are in situations like this, and we regret the inconvenience caused by the initial miscommunication and service experience. We are using this a learning moment to provide coaching and feedback to any representative which may have mishandled Mr. ****** request or provided inaccurate information.
  
  We appreciate the opportunity to make this right and ensure a better experience moving forward.  
  
  Respectfully,
  
  ******, Customer Relations 

  Customer Answer

  Date: 05/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while this resolution is satisfactory, it has severely damaged the reputation of Cinch with me and corroborated other complaints online with the BBB and other platforms. I would also like to suggest that they no longer partner with the plumber sent out to me. 
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:04/23/2025

  Type:Delivery 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.

  Since August 24, 2024 till April 23, 2025 I've been having problems with my refrigerator, I have spoken to multiple people from mangers to supervisors, and I'm still having the same problem. ***** has came out every month since August 2024 for the same problem which is the compressor, they have replaced the compressor twice and both times they stop working within weeks. I've had to miss work multiple times to be present for them when they came out, and they didn't show up. when I call to follow up they tell me that the repair man called you and there was no answer or they would say they didn't have access, which isn't true because I'm home all day waiting for them. There is nothing stopping them from having access. Also I have a sickly child who requires medication daily that must be refrigerated and that needs to stay cold and since this has taken an effect, my child has had more frequent seizure, due to the medication not being able to reach its required temperature. I've been dealing with this problems for almost year and it hasn't been resolved nor are they helping me they are giving me the run around. just Monday April 21, 2025 I had an appointment with ***** to check compressor again that's been out for 5 months, again they didn't show up, and when I called to follow up they said there was no access again. I'm very upset and frustrated, I just want my refrigerator replaced which falls under my warranty.

  Customer Answer

  Date: 04/29/2025

  An appointment was scheduled on April 23, 2025, fridge not fixed. Again ordered parts and now the next scheduled visit is May 14, 2025, to install this part. Since August 2024, so much food has spoiled and theyre not offering any compensation for that. I feel we should be compensated for all the food that has been wasted due to this malfunctioning Kenmore Elite refrigerator. 

  

  Business Response

  Date: 05/12/2025

  We are in receipt of Ms. ******** complaint regarding her claim for the refrigerator.
  
  On May 8th, we conducted a comprehensive review of Ms. ******** history regarding her refrigerator repairs. After examining all relevant claims, we determined that we had invested a considerable amount in her unit, repeatedly replacing the same parts with each repair. Given this information, we believe it is in the best interest to proceed with replacing the unit.
  
  We reached out to Ms. ****** on May 8th to provide an update on her claim, leaving her a voicemail message which explained the replacement process. Ms. ****** contacted us on May 9th, indicating that she had not received the email, so we updated her information and resent the information. She has the option to choose between a comparable replacement unit or a cash allowance based on our cost to deliver and install the unit we offered her which she can put towards replacing with a unit of her choice.
  
  We appreciate the opportunity to assist Ms. ****** and look forward to her decision.
  
  Sincerely, 
  
  Jasmine, Customer Relations  

  Customer Answer

  Date: 05/13/2025

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

  Customer Answer

  Date: 05/13/2025

   
  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:04/23/2025

  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.

  If I could give this company less than 1 start I would. Here's how it goes. On April 3, 2025. Cinch sent a tech out for my HVAC. The tech informed me that the evap coils were bad and had to order a new one. Got a confirmation that the parts were ordered and scheduled to be installed on April 24, 2025. Although I thought this was a long time I agreed. On April 23, 2025, I get an email stating that my appointment had been moved to May 14, 2025. The least they can do is give a courtesy phone call. I called Cinch and told me the parts had not arrived. I called the parts distributor and they in fact said the parts were in stock and had been in stock since the date of order. I called back to Cinch and let them know the parts were in stock and wanted to know why they were telling me something untrue. They the procced to tell me that they did not have a tech that could come out due to the busy schedule. I told them that I had waited 20 days and that it was unacceptable. I ended the call and called back and spoke to someone else who proceeded to tell me that the tech had a medical emergency and was rushed to the hospital. By the way they were just out here in Nov for the same unit. 40 days without HVAC is totally unacceptable.

  

  Business Response

  Date: 05/07/2025

  We are in receipt of Mr. ****** complaint regarding the delays in servicing his HVAC system. We sincerely apologize for the inconvenience and the breakdown in communication,which understandably contributed to his dissatisfaction.
  
  After reviewing the service history, we can confirm that a technician was dispatched and identified a failed evaporator coil requiring replacement. The part was ordered, and installation was originally scheduled for April 24, 2025. Unfortunately, the appointment had to be rescheduled to May 14 due to unforeseen issues with technician availability.
  
  While we initially informed Mr. ***** that the delay was related to part availability, this was later clarified to be a scheduling issue. We regret the inconsistency in communication and recognize that this delay does not reflect the level of service we aim to provide. The situation was further complicated by a technician emergency, which contributed to limited availability. While such emergencies are unforeseeable, we fully understand the impact this has had on Mr. ****** comfort and trust in our service.
  
  To address the matter,a case manager has been assigned to oversee the situation. We are actively working to secure an earlier appointment date and will contact Mr. ***** directly if one becomes available. Additionally, our team has initiated an internal review of the communication issues to help prevent similar experiences in the future.
  
  We remain committed to resolving this matter and ensuring Mr. ***** receives the service he is entitled to under his warranty coverage.
  
  We appreciate the opportunity to review his case and correct the situation.
  
  Respectfully,
  
  ******, Customer Relations

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23241526
  
  I am rejecting this response because: I spoke with the technician and he said he did not know why the appointment was cancelled.  So to tell me it was a medical emergency contradicts what I'm being told.  Seems to me like I'm just getting the run around.  Cinch sould have reached out to another company rather than make me wait 40 days for this fix.  They get paid every month on time.
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 05/16/2025

  We appreciate the opportunity to address Mr. ****** continued concerns regarding the delays in servicing his HVAC system. We understand his frustration and do not take lightly the extended period he was without air conditioning.
  
  While the communication around the appointment changes understandably created confusion, we would like to offer additional clarification. As previously noted, the original service visit occurred on April 3, 2025, during which the technician diagnosed a failed evaporator coil. The replacement was scheduled for April 24th, but due to technician ******************* impacted by an unforeseen emergencywe were required to reschedule to May 14th. We acknowledge Mr. ****** report that the technician was unaware of the cancellation reason, and we recognize how this inconsistency further contributed to his dissatisfaction.For that, we sincerely apologize.
  
  However, it is important to clarify that our records and communications with the service provider confirm there were limitations on technician availability during that timeframe, and an emergency did indeed affect scheduling. While we understand Mr. ****** position that an alternate service provider should have been engaged, our agreements with contracted service provider, along with the need for continuity in complex HVAC repairs, can sometimes restrict our ability to reassign work on short noticeespecially when parts and diagnostic history are already tied to a specific company or technician.
  
  On May 14, 2025, the scheduled service was completed. According to the technicians report, the evaporator coil was successfully replaced due to severe corrosion and a worsened refrigerant leak. This repair addressed the underlying issue from the April 3rd visit. We understand that this situation did not meet Mr.****** expectations and regret the inconvenience caused.
  
  At this time, the repair has been completed, and the system is operational. While we regret the delay, we remain committed to improving our responsiveness and service coordination moving forward.
  
  Respectfully,
  
  ******, Customer Relations 

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23241526
  
  I am rejecting this response because:  Although the job is completed I still feel that 41 days is extreme.  On top of that I had to come out over ****** to have freon added to my system to keep it going due to the extreme heat here in AL.  I asked to have this refunded but the denied it.  At this point I will have to settle because it is what it is!!!
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:04/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My first time dealing with Cinch was for a heating issue, I called them to confirm if they covered something that was wrong they said no they would not so I called my own HVAC person to come fix it paid 300 out of my pocket and they told me it would cost 600 to fix and that my warranty should cover it. I called cinch back again to confirm if they and magically they did after I wasted 300, the person they hired came out and fixed it. Second time and worst time that I am leaving them for is a plumbing issue for my basement. I explained on the phone the situation I needed my plumbing going into my Sump Pump snaked and explained it was in basement under concrete to be sure they knew. They said yes we cover don't worry, after multiple attempts to put the claim in and charge me I look at my bank account and I was charged 4 different times for 150 and also 4 different times on my credit card that I tried to use as well because my debit wasn't working with them. I now have to wait 7-10 business days to get that money back because they messed up. I ended up putting a claim in online to get a plumber and he comes over and talks to cinch to make sure they will cover this and they deny it. They are the worst customer ********************** I have ever experienced and their employees know absolutely nothing about coverage at all leaving them immediately and suggest anyone else to stay far from them as possible. The biggest waste of money I have ever spent and no one at this company is knowledgeable about anything.

  

  Business Response

  Date: 05/07/2025

  We are in receipt of Mr.****** complaint and have carefully reviewed the service history, including all related phone callsboth prior to the service request and during any interactions with our Authorizations team.
  
  The assigned service technician visited Mr. ****** home to assess the reported plumbing issues.During the call with our **************************  the technician confirmed that there was no active stoppage present at the time of inspection.However, he identified clear signs of foundation and waterproofing issues,including water and moisture infiltration and evidence of cracks in the foundation. Some cracks were actively wet, suggesting that water is being retained on the outside of the structure.
  
  The sump pump itself was functional, but the technician noted that no water was actively flowing into the pit, which may be normal depending on weather conditions, as some systems only activate during rainfall. The technician suspected a failure or improper pitch in the footer tile system, which may be preventing water from reaching the sump pump. He explained that the situation is difficult to fully diagnose until a rain event occurs and suggested that solutions such as cabling, hydro jetting, or camera inspection might helpthough none of these could guarantee resolution. He ultimately recommended replacing the basement tile system, as it was not effectively channeling water to the sump pump.
  
  After reviewing Mr. ****** phone calls, we confirmed that he accurately described the issue, including the footer tile system in the basement, when speaking with our representative.Unfortunately, the representative was not clearly understanding how the coverage would apply, and in a follow-up call later that day, Mr. ***** was unintentionally led to believe that the problem described would be covered. We acknowledge that this was a misunderstanding on the part of our agent.
  
  Per the terms of our service agreement, footer tile systems, foundation drainage, and waterproofing are not covered components. However, we recognize the confusion and inconvenience this miscommunication has caused. Due to these circumstances, we are issuing a full refund of the deductible Mr. ***** paid for this claim. This amount will be returned to the original method of payment within 3 to 5 business days. We would also like to ensure that the issue with being overcharged his deductible payment has been corrected. Our records show that we received only one payment, but we are committed to making sure that the issue is resolved.
  
  We reached out to Mr. ***** to personally address his complaint and to discuss any remaining concerns.Since we did not reach him, we left a voicemail message which contains our direct contact information.
  
  We recognize there were multiple missed opportunities throughout these interactions. We sincerely apologize for any frustration he experienced and are taking appropriate steps internally to address the miscommunication and improve the accuracy of information provided during service requests.
  
  We appreciate the opportunity to review his case and are committed to delivering a better customer experience moving forward.
  
  Respectfully,
  
  ******, Customer Relations 

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened a service request to come see our dishwasher and refrigerator on March 14, 2025 since both are not working properly. The dishwasher isn't working at all. The tech came twice to inspect both things and concluded that the parts for both items are no longer available and need to be replaced. I have been calling both Cinch home services and ** but every time I call, they say that they will call me back with the solution. I've been waiting for over a month now and neither Cinch home services or ** for have called me to either replace the dishwasher or refrigerator or offer me credit to replace the product. Even when today I called Cinch home services, they put me on hold to talk to ** and then came back to say that they have expedited my request which they said the same thing two weeks ago. I need this resolved either they need to replace or give me credit for the items that are not working since they cannot be fixed due to parts not being available.

  

  Business Response

  Date: 05/05/2025

  We are in receipt of Mr. ****** complaint regarding the service issues related to his dishwasher and refrigerator. We sincerely regret any difficulties he may have encountered throughout this process.  
  
  We have since been in communication with ** and received formal confirmation that both appliances are non-repairable due to the unavailability of parts. Based on this confirmation,we offered Mr. ***** comparable replacement units consistent with the terms and conditions of his coverage. We are currently awaiting his final decision regarding the replacement options offered.
  
  We remain committed to resolving this matter and will continue to follow up to ensure full resolution.
  
  We appreciate the opportunity to review his case.
  
  Respectfully,
  ****, Customer Relations 

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been customer of ********************** home ********************** for about 2 years. I had water leak to my washing machine and I filed claim on 2/27/2025. There was service on 03/12/2025 to fix the leak. It continued after the first fix. So on 03/26/2025 another service was performed. This caused no water coming through the washer. Another request was made on 04/11/2025. The service was scheduled on 04/15/2025. I called Cinch to expediate on parts order that by this time I was already not able to use cloths washer for a while. They did not expediate the parts request but instead ordered by standard shipping. Now the *** on parts is 05/02/2025. the service will be done after this date which may or may not resolve the issue. After paying monthly fees for warranty services and the claims deductible, I have to still wash cloths by hand for family of four for a month. My calls to Cinch to expediate the service have failed to result in any positive outcome. they also do not have escalation procedures set up to resolve the issue which is a procedural failure.I have spent 6-7 hours just to call and email Cinch and service providers to resolve the issue along with the time off the work to stay home. This along with the time I have to spend to wash cloths by hand has resulted me to make the complaint against warranty service. I would like them to compensate me $1500 for part of warranty amount I spent on the service as well as the time I described above.

  

  Business Response

  Date: 05/01/2025

  We have received Ms. ******* complaint regarding the service job for her clothes washer. We recognize the importance of having a working unit and sincerely regret that this process left her frustrated. There are times when it may take multiple attempts to complete a repair, and our records show that initially the clothes washer needed a door boot, on a follow up recall visit it was found that unit was filling on its own and therefore required replacement of the inlet valve. The most recent repair consisted of replacing an inverter board for the motor and a pressure switch to control the water level.
  
  She worked with a case manager throughout the process, and on May 1st we spoke to her directly and confirmed the clothes washer is now working properly. We appreciate the opportunity to discuss her concerns directly, and address her complaint.
  
  Respectfully,
  ****, Customer Relations
  

• Initial Complaint

  Date:04/19/2025

  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 requested repairs for this warrenty company for our washer and dryer, after 4 attempted repairs for both appliances the washer is still leaking and the dryer is still displaying error codes. Since the last repair person said the dryer was fine, cinch is requesting we pay a new deductible despite the fact they have a 180 day window for repair satisfaction.

  

  Business Response

  Date: 05/02/2025

  We are in receipt of Mr. ****** complaint regarding both his washer and dryer. 
  
  On April 25th, we successfully contacted Mr. **** via email. After carefully reviewing his claims and conducting multiple repairs on both units, we decided to replace his washer and dryer due to their age and the prolonged claims process. We provided Mr. **** with replacement options via email, allowing him to choose between the replacement units or a cash allowance. On April 30th, Mr. **** opted for the cash allowance, and we promptly processed his check for ***** priority shipping to ensure he would not experience any further delays. His checks should arrive no later than Thursday, May 8th. 
  
  We appreciate the opportunity to address Mr. *************************************************** Customer Relations  

  Customer Answer

  Date: 05/03/2025

   
  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:04/17/2025

  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.

  Cinch home warranty services were recommended by my mortgage company, **************** as a partner to provide reliable home warranty services. I contacted Cinch to initiate an emergency repair on my malfunctioning refrigerator. When I called Cinch to file a claim and arrange service, they reported that payment on my warranty had not been made. To me, that is a false a misleading statement. You see, that when I established the service agreement, payments were being made via my mortgage company, *************** each month. **************** reported to me that all paymentss have been made to Cinch Home Services.

  

  Business Response

  Date: 05/01/2025

  We are in receipt of Mr.Alburgs complaint. We are committed to providing clear communication and quality service to all our customers. We regret any confusion or inconvenience he experienced during this process.  
  
  Mr. ****** was enrolled in our plan through a partnership with **************** Corporation (FMC). As part of this agreement, premium payments were to be collected by *** and remitted to us on behalf of the customer. Our records indicate that we have not received any premium payments for this policy from either Mr. ****** or Freedom Mortgage since the policys inception. On or around April 23, 2025, the warranty was manually canceled in our system by ****************. As a result, the warranty is currently scheduled to be officially canceled for non-payment effective May 26, 2025.
  
  We understand Mr. ****** contacted us in February 2025 with questions regarding billing, and at that time, the billing process and status were explained. As of today, no payments have been received to activate or maintain the policy coverage. While we understand his expectation that payments were being handled by ****************, we have not received any premiums to support coverage continuation. Without payment, we are unable to authorize service requests or dispatch repairs under the terms of the agreement.
  
  We encourage Mr. ****** to follow up directly with **************** regarding the remittance of funds and to clarify their payment obligations. If payments are made and the account is brought current before the cancellation date of May 26, 2025, we will gladly review the account for reinstatement and potential service eligibility.  
  
  We remain available to assist Mr. ****** should he have any questions or remaining concerns.
  
  Respectfully,
  
  ******, Customer Relations

• Initial Complaint

  Date:04/16/2025

  Type:Order 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.

  Business is home warentee for wear and tear items. Despite my family being without hot water for 2 weeks with toddlers, they have not done more than send an email or phone call to their contractor. Contract says 48hrs for diagnosis and 72 for start of fixing the issue. I'm displeased with contractor as well but my contract is with Cinch. 3 seperate representatives refused to escalate my case to a supervisor upon my request since the 14th. Tonight I finally got my case elevated to 'emergent' and the representative assured me the supervisor would call me back since the supervisor 'was dealing with a different issue'. No phone call as of 730p EST.

  

  Business Response

  Date: 04/30/2025

  We have received Mr.Augspurgers complaint regarding the service job for his water heater. We recognize the urgency of his situation, and regret that he did not receive the timely, stress-free service we aim to provide our customers. Since submission of his complaint, he elected to receive the cash payout for the value of his claim to have the work completed by a vendor of his choice. We processed his payment, which he can expect to receive no later than May 15th. We have been in email communication with him, and verified that he does retain the Emergency Lodging reimbursement benefit. We sent him a copy of his agreement for his personal reference.
  
  We apologize for the frustrating experience he had, and appreciate the opportunity to address his complaint.
  
  Respectfully,
  ****, Customer Relations

  Customer Answer

  Date: 05/11/2025

   
  Complaint: 23215183
  
  I am rejecting this response because:

  I am rejecting/requesting follow up on part of their response. 

  I qualified for emergency lodging, it is a part of my plan that I pay for, and was denied multiple times. I waited over 2 weeks for resolution. I asked for the disbursement I would have otherwise received per my policy on Apr 30 and have not heard back. 

  
  Sincerely,

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

  

  Business Response

  Date: 05/22/2025

  We have received Mr.Augspurgers response. The emergency lodging benefit is done on a reimbursement basis, and processed by a third party. We are unable to provide compensation to him for this coverage as he did not stay in a hotel, and it is not processed directly by the warranty service. We regret any misunderstanding surrounding his coverage, but we would like to highlight that the benefit is specifically listed in his plan, which he can access through his online account portal at any time if he does not still retain the copy he received upon enrollment.
  
  We must decline his request for compensation for emergency lodging as he did not stay in alternate lodging to provide paid receipts for.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 05/23/2025

  In their previous message to both the BBB and myself, I was told be sent a check for the costs of out of pocket. Even if it was sent on May 15, it should have been here by now and its not. I disagree but ok with closing the complaint, Cinch told you I would be receiving the money. 

  At least keep it open until they follow through.

   

  

  Business Response

  Date: 05/30/2025

  We have received Mr.Augspurgers response. We have been in communication with him, and upon checking on the status of his payment, found there was an error in the processing. It has been corrected and the check is being expedited via *************** delivery. He should receive his check no later than Monday, June 2nd.
  
  Respectfully,
  ****, Customer Relations 

• Initial Complaint

  Date:04/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I pay premiums monthly for a ***** home warranty of all my household appliances and every time I call this company to fix something in my home they always say it cannot be repaired and it is not due to wear and tear. They charge $100 just to come out and look at it and come back with the same resolution that it cannot be repaired,taking premiums every month and never ever fixing anything they call themselves ***** warranty and they send these incompetent persons to give diagnosis that nothing can ever be fixed after taking your money time after time after time. I want these people exposed and I want my refund back for $100 for coming out sending three and four different companies and all saying three different things but no one can fix anything.i highway robbery to take monthly premiums and never be able to get anything fixed when it breaks. this company used to be called ***** with ***** technicians ***** trucks now you dont know who youre getting and what company theyre from. All know is no one can ever fix anything from any of these companies taking advantage of peoples time to take off work to get things repaired all to hear is we cant fix it!!!!

  

  Business Response

  Date: 04/29/2025

  We have received Ms.Stampleys complaint and have reviewed her account in its entirety. The warranty has covered multiple claims for her, including replacing her dishwasher and refrigerator, and repairing her clothes washer. We are unsure as to why she would state weve not been able to address any of her claims. Most recently she placed a service request on her double wall oven. The technician found that the issue was not caused by normal wear and tear, and provided photographic evidence to support this assessment. The internal frame on the unit was bent, making it a hazard to repair or use. To provide further clarity, in order for the warranty to address the failures, they would have had to occur due to normal, everyday usage. The type of physical damage caused to the wall oven is not considered normal wear and tear, and therefore, we are unable to extend coverage.
  
  On April 25th we spoke to Ms. ******** directly to further discuss her complaint.
  
  We recognize that she remains in disagreement with our decision, which we are confident has been made within the boundaries of her contract.
  
  Respectfully,
  ****, Customer Relations