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

• 

  Cross Country Home Services

  1520 E Greenville Street, Suite K Anderson, SC 29621

• 

  Homesure of America

  648 Grassmere Park Nashville, TN 37211-3663

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:07/23/2025

  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.

  This complaint concerns a reimbursement check that was issued to me by Cinch Home Services (formerly Cross Country Home Services) on July *******, in the amount of $1,108, check number *********, related to a home warranty service request.Although the home protection plan and mortgage are under my son's name, *** ********, I ********* *******, have consistently managed all communication, payments, and service requests associated with the warranty on his behalf, with his full consent. The reimbursement check in question was issued directly to me. On June 26, 2025, I sent a formal inquiry to Cinch Home Services requesting conformation of the check's status, including the issuance date and check number, as I had never received it. To date, I have not received a response. The lapse in communication and record keeping has caused undue stress and financial confusion. I am filing this complaint now because I was actively working through Cinch's internal support channels over a long period of time before turning to the Better Business Bureau for help.I am requesting Cinch Home Services reissue the reimbursement check and provide written confirmation of action taken. If resolution is not reached, I intend to escalate to the ******************************** Services and other consumer protection avenues.

• Initial Complaint

  Date:07/22/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Cinch Home Services on Tuesday, July 8 (approximate date) because my water heater stopped working completely. Ive paid them over $8,000 over the past 5 years ($135/month) for warranty coverage with the expectation that they would repair or replace failed appliances and systems as promised.Cinch assigned a technician who delayed contacting me for a day, then came out only to state that my 22-year-old water heater should be replaced. Cinch then told me they couldnt send a tech to replace it, recommended I accept a repair credit and install a $600 part that might or might not work on a leaking, corroded, failing unit. I accepted the $493 part credit out of desperation after spending hours on hold and begging for ******* own technician inspected the heater immediately and said it was unsafe and unrepairable corroded, leaking, and needing total replacement. I contacted Cinch again and they charged me an additional $100 for a second tech, who confirmed it must be replaced. Then they informed me they would no longer cover the unit because I accepted the repair credit they pressured me ******* every step, their customer ********************** was abysmal hours on hold, promised callbacks that never happened, and even a support email address that they never replied to. I was left without hot water for 10 days with four children, forced to spend nearly $4,000 out of pocket to replace the heater, despite faithfully paying my warranty premiums for years.Cinch Home Services did not act in good faith, failed to honor their commitment, and deliberately manipulated the situation to avoid covering the replacement they should have provided. Theyve repeatedly used these tactics to stall and deny claims, as I experienced with a similar issue last year involving a pool heater.

  Customer Answer

  Date: 07/23/2025

   I have resolved this with the company they have offered to cover the cost of the heater. Please close dispute. 

   

  Hi,
  
  
  If you could provide a clearer breakdown of the labor costswhether already paid or agreed upon between you and the providerIll be better positioned to issue an appropriate claim credit.
  
  
  At this time, Ive decided to reimburse the $1,895.79 for the water heater. I'm just waiting on the labor rate details to move forward.
  
  
  Additionally, all the items listed on the ********** receipt appear to be related to piping and venting modifications, which are not covered under the warranty.
  
  
  Thank you,
  Brooklyn ********************** Specialist | Customer Relations

• Initial Complaint

  Date:07/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 06/15 opened a ticket with Cinch home services regarding repair of my AC unit. Cinch deployed provider which advised them to send a replacement on the unit, which is concession available with my agreement. Cinch refused and reasigned the job to a second provider, who advised the same. In return they asked the second provider to find replacement parts which turned into weeks of waiting. After 3 weeks they approved a replacement of unit and have stalled in finishing the job. They actually informed me my AC unit is on back order which is unrealistic. My family has been without AC for the last 4 weeks during summer months. We need help and they are stalling us and giving me the runaround. We have made multiple calls to the call center which are all recorded.

  Customer Answer

  Date: 07/24/2025

  Good morning. 

  Yesterday, Cinch home services completed their end of the agreement. Appreciate the pressure placed on them, by your office, as this would've not happened without your help. 
  
  Please consider the complaint satisfied from my side. 

  Thank you 

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

• Initial Complaint

  Date:07/19/2025

  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.

  On 6/20/2025 my air conditioner unit broke. I initiated a service request through Cinch Home Services by phone, their website was not working for taking service requests. Confirmation #SCCT *******B was given to me and I paid the $150.00 required deductible. Since it was a weekend, I was told it would be Monday before a technician would be able to respond. On 6/24/25 a technician inspected and diagnosed the problem and gave that information to Cinch HW. 6 parts were needed. Cinch policy is that their ********************* will find the parts and send them to the Service Provider so the technician can repair the unit. They do not allow the local Service Provider to find the parts themselves. The Home Warranty policy I have with Cinch I have had since 2019, initially dba Home Warranty of America. I pay an annual premium to receive service on appliances in my home if they break. This has worked out great in the past. The policy states that if an appliance cannot be fixed it will be replaced. My air conditioner has been broken for over 4 weeks now, today being 7/19/25. I have been on the phone with Cinch several times and I'm told that the ********************* is 1) looking for 2 more parts; 2} has sent the parts and they are in transit; 3) "we are still trying to find the parts"; 4) the parts should have arrived at the Service Provider on 7/9/25 and we are tracking them down. I have told them that they could check my address and the weather in our area and see that it has been in the upper 90's with heat indexes of ******* degrees. On 7/17/25, we realized our attic fan was not working, the heat had made the motor seize up and melted the brackets, nearly causing a fire by the arc. I told them we wanted a replacement air conditioner now and I was told that they are still looking for the parts, apparently they have no time limit. At 4 weeks, the Case Manager offered to send a reimbursement check for $300.00 for a portable window air conditioner while we wait.

  

  Business Response

  Date: 08/01/2025

  We received Ms. ********* complaint and recognize the concerns she raised regarding the service request for a malfunctioning air conditioning unit. We regret the inconvenience caused by the delay in part procurement and the impact of the extreme heat during this period.
  Upon receiving Ms. ********* service request, Cinch promptly assigned a technician who inspected the unit and identified the need for six specific parts. In accordance with Cinchs standard procedures, our ******************* began sourcing the required components.While efforts were made to expedite this process, challenges in locating two of the parts contributed to the extended delay. To help alleviate the discomfort caused by the delay, her Case Manager offered a reimbursement for the purchase of a portable window air conditioning unit.
  During the delay Ms. ******** made the decision to purchase a replacement unit rather than wait for repairs. We provided her with a cash allowance based on our cost for parts and labor for the covered repairs. The check was mailed to her via **** on July 31st.
  We are committed to honoring our service agreements and improving the customer experience. The company appreciates Ms.********* patience and values their continued trust.
  Sincerely,
  ******, Customer Relations 

  Customer Answer

  Date: 08/01/2025

   
  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:07/18/2025

  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.

  Complaint Against Cinch Home Warranty for Failure to Provide ServiceOn July 3, 2025, I filed a repair request with Cinch Home Warranty for a failed air conditioning unit during a stretch of extreme heat (over 90F with high humidity). I paid the $100 deductible, but was told no service provider was available until at least Monday.Due to the dangerous heat, I called Cinch and was authorized to use an outside vendor. I hired ***** and Sonsironically, a Cinch-approved vendor. They inspected the unit on July 7, diagnosed a failed fan motor and high-AMP compressor, and, given the units 27-year age, recommended full replacement.******************* promptly submitted all required documentation to Cinch. I submitted a buyout request so I could proceed with replacement. Since then, *** made repeated calls and sent emails but have received no response from Cinch. ******************* confirmed they sent everything to Cinch and followed up as well.Left without options in the heat, I paid $6,124 out of pocket to replace the unit. Cinch has not returned my calls, provided updates, or acknowledged my buyout request. Their phone system is deliberately difficultlong hold times, no supervisors, and empty promises of return calls.Cinch Home Warranty has completely failed to uphold their service agreement. Their lack of urgency, communication, and accountability is unacceptable. I am demanding a full reimbursement and urge others to think twice before relying on Cinch for home warranty protection.Let me know if youd like to tighten it further or add any specific demand language for a formal complaint.

  

  Business Response

  Date: 08/01/2025

  We have received Mr. ******* complaint regarding the service job for his air conditioning system, and the reimbursement he is seeking for having that system replaced. We completed a review of his documentation and the only failure identified was with the condenser fan motor, in addition to the system needing a capacitor and a hard start kit for the compressor. Per the information he supplied from the service company, a repair would be possible, however, Mr. ****** elected to have the full system replaced rather than repaired.
  
  The function of the warranty is to repair covered items and provide replacements when repairs are not possible or feasible. In this instance, since repair was both possible and feasible, weve approved a payout based on the repair cost rather than a full system replacement.
  
  On August 1st we spoke to Mr. ****** by phone to discuss his concerns. He brought forth valuable insights regarding his experience, and we would like to emphasize that these types of concerns do not go unnoticed. We appreciate the time he took to relay his experience to us.
  
  We regret the frustration hes experienced as a result of this process and appreciate the opportunity to address his complaint.
  
  Respectfully,
  ****, Customer Relations
  

  Customer Answer

  Date: 08/01/2025

   
  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.  However, Im only accepting this to recover a small portion of my costs because fighting with Cinch is pointless. Only a company bent on cutting corners would waste money repairing a 27-year-old ********* Their complete lack of urgency or accountabilityleaving me without AC in 100+ degree heatwas outrageous. It took over three weeks just to get a half-hearted offer covering a meaningless repair.
  
  Sincerely,
  
  *********** ******

• Initial Complaint

  Date:07/15/2025

  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 contacted Cinch Home Services on June 9th 2025 because of a leak I had in attic. Turns out it was from an with my AC unit in attic (Airduct system/handler). The issue stems from an issue that was reported last year to Cinch and they sent a technician out several times last year that did not properly fix my issue which is now why I'm having the leak in my ceiling (Cinch has all notes) This year I was told by cinch I have an out of pocket cost of $2,015 for non coverage charges (which isn't something I should have to pay) because previous technician did not do their job properly last year. I am writing this complaint because Cinch has not provided the best customer ********************** nor have they taken responsibility on their part for providing a customer with poor ********************** techs. Now as I was getting ready to have this part replaced today July 15 2025 I am being told by the technician Cinch will NOT cover part missing and I have an additional $1,200 out of pocket cost that I am responsible for on top of the $2,015 I have to pay for my out of pocket cost. I have had to purchase AC window units and fans in my home just to keep part of my home cool. I am now looking at alternatives to replace my entire system because I cannot be with out AC for 2 months which it's coming up on that time since I'm being told parts from manufacturer won't be in until end of July and possibly won't have AC until some time in August. I have a school age child I have asthma and cannot endure high temps due to my breathing. I cannot afford a hotel and I cannot stay with friends/family for that long until my AC is fixed. I need resolution ASAP. I need to know what can be done about this company because I am NOT satisfied customer.

  

  Business Response

  Date: 07/29/2025

  We have received Ms.******** ********* regarding the service job for her air conditioning system,and the out-of-pocket costs she was required to pay in order to have the work completed. We sincerely regret the inconvenience and frustration she has experienced throughout the course of her air conditioning repair, and we recognize the serious impact this has had on her comfort and well-beingespecially during the summer months and considering her health concerns.
  
  Upon review of Ms. ***************************** history, including the prior service visits last year and the recent repair efforts initiated in June 2025, we acknowledge that the earlier installation was not performed to standards. This has, unfortunately, contributed to the current leak and resulting complications. Due to this, we are reimbursing the non-covered charges she paid on the original repair to her air handler. We have also refunded the deductible she paid for the most recent service request and have agreed to provide additional compensation for the extra portable air conditioner she purchased up to a specified amount.
  
  With respect to the non-covered charges for the current claim, these relate to costs that fall outside the scope of warranty coverage. We are only reimbursing the previous non-covered charges solely due to issues stemming from the earlier installation.
  
  On July 29th we spoke with her directly and appreciate the opportunity to assist her in resolving this matter. At this time, her air conditioner has been repaired and is functioning properly.
  
  We appreciate the opportunity to address her *********.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 07/29/2025

   
  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:07/12/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We received an F-3 code on our oven on Thursday, June 26th, and immediately requested service through the Home Warranty company, Cinch, on that day. We were assessed a $150.00 deductible as per our service plan. The company contracted through Cinch was unable to service the oven until Monday July 7th. When the service company arrived, the service agent performed his test and indicated the oven needed a new part which is no longer available. The service agent indicated he would put in a recommendation with Cinch Home Services that a new oven is necessary due to an unavailable replacement part.We called Cinch Home Services on July 8th to follow up with the service. We were informed that the recommendation was received on July 8th, and we would receive a follow-up correspondence within ***** hours. To ensure our due diligence, we followed up with Cinch Home Services on July 10th, after not receiving correspondence from them. We were informed the claims process would take "*****" hours to complete. We waited until July 12th for correspondence, and when none was received, we called Cinch again to inquire about the status. The Cinch agent indicated that it would take "***** hours" before we heard *********** this point, it has been over 2 weeks since a service request was placed, and nearly 1 week since the recommendation for appliance replacement was provided to Cinch. with no correspondence received on their end.We are simply requesting that this company provide us with the reimbursement that is due to us per our service plan promptly.

  

  Business Response

  Date: 07/25/2025

  We are in receipt of Mr.Darschewskis complaint regarding his range claim and sincerely regret the delays and lack of communication he experienced.
  
  Our records indicate a service provider was dispatched to diagnose the issue, and their technician confirmed that the part needed to repair the oven was no longer available.Based on that diagnosis, a replacement request was submitted.
  
  While the replacement review process typically takes ***** hours, we acknowledge that in this case, there were multiple follow *** from the customer before final confirmation was provided. We understand how frustrating that must have been and apologize for the lack of clear and timely updates during that period.
  
  That said, we are pleased to confirm that the claim has since been finalized for a replacement, and ************** accepted our replacement offer. The new range has already arrived at the local delivery warehouse, and according to the delivery company, installation has been scheduled for July 28th at the customers request.
  
  We value Mr. *********** as a customer and regret the inconvenience he experienced along the way. While the claim has now been resolved, we are using this as a learning opportunity to help prevent similar delays in the future.
  
  We appreciate the opportunity to review his case.
  
  Respectfully,
  
  ******, Customer Relations
  

  Customer Answer

  Date: 07/28/2025

   
  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,
  
  ***** ***********

• Initial Complaint

  Date:07/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Water Softener broke down on July 5, 2025. I contacted Cinch to send an emergency plumber because my basement had flooded, and I had to turn off the main water valve in my home to stop the flooding. I contacted Cinch, and they gave me a Plumber who was supposed to arrive the next day, 7/6/25, between 8 AM and 12 PM. No one showed, so I contacted an emergency plumber. I called Cinch before doing that, and the recording said they were closed. The Cinch plumber called at 2:34 PM, saying they never received the order. They sent the plumber to my home the next day, 7/7/25, to inspect the Water Softener. He issued a report that clearly shows he didn't inspect the unit. All he did was write a report quoting what I said, and took a picture of the front of the machine. Cinch said my machine is still under warranty, so I contacted Rheem (the manufacturer). Rheem said they would need the inspection report to honor the warranty. I sent the report from Cinch's plumber. Rheem requires additional inspection that I cannot do, nor should I have to do. I contacted Cinch, and they refused to send someone to do a proper inspection and replace or repair my Water Softener.

  

  Business Response

  Date: 07/22/2025

  We have received Ms. ********* complaint regarding the water softener. The technician diagnosed the unit and advised that the tank was leaking.  The tank is under the manufacturers warranty which supersedes the home warranty and she will need to have it addressed by the manufacturer.
  
  On July 11th we spoke with her directly, and appreciate the opportunity to address her complaint.
  
  Respectfully,
  *****, Customer Relations 

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23571774
  
  I am rejecting this response because: You never address my initial complaint. The technician NEVER inspected the unit to determine what was wrong. If you would read his report he never touches the machine. He never even powered it on or he would have seen that the machine doesn't even power on. He was in my house less than 10 minutes and did NOTHING! Please read his report carefully. You will see he didn't do any type of investigation or diagnosis which is a requirement in order to invoke the warranty!
  
  Sincerely,
  
  ********* ********

  

  Business Response

  Date: 08/01/2025

  We have reviewed Ms. ********* rebuttal concerning the water softener unit. Upon inspection, the assigned technician diagnosed the issue and reported that the tank was leaking. As documented in the service report submitted to the home warranty, and as provided in our previous response, the tank is covered under the manufacturers warranty, which supersedes the coverage provided by the home warranty agreement.

  Accordingly,Ms. ******** will need to contact the manufacturer directly to address the issue under their warranty terms.
  We appreciate the opportunity to respond to Ms. ********* concerns and remains committed to supporting its customers within the scope of its ********************** agreements.

  Respectfully,
  *****
  Customer Relation

  Customer Answer

  Date: 08/01/2025

   
  Complaint: 23571774
  
  As I clearly said in my original complaint, your technician never conducted a proper inspection of the water softener. There are no inspection notes in his report only baseless assumptions. Had he simply plugged in the unit, he would have at once seen it no longer powered on. Had he removed the cover and visually examined the top, the crack near the panel would have been visible.
  This damage was only found after a competent and thorough inspection was carried out something your technician did not do.Ive repeatedly explained that the warranty outlines specific conditions about part replacement versus full unit replacement. And crucially, the tank was not leaking. Your technician would have known that if he had done his job properly.
  This is unacceptable and must be addressed.
  
  Sincerely,
  
  ********* ********

• Initial Complaint

  Date:07/08/2025

  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.

  Cinch Complete Home Coverage ************** My fridge broke down on June 16, 2025, and since then, its been a rollercoaster of failed service attempts and miscommunication.The first ********** came on June 18 and diagnosed the issuea bad condenser and a faulty wiring harness. Condenser? Located. Wiring harness? Not so much. To add insult to injury, the service order was marked completed the very same day it was opened... even though nothing was actually fixed! I had to call on June 20 to reopen it because, shocker, my fridge was still out of *************** forward to June 28, another ********** shows up, only to find out theres a coolant leak as well. Guess what? He didnt have the parts ordered by the first ********** either. Oh, and turns out the company assigned to the service didnt even work on systems like mine. How is that even possible when they had all the info about my JENN-AIR model from day one?!The latest action on July 3rd was Cinch providing me with instructions and authorization to find my own service **********. The instructions included a litany of guidelines and requirements. Ive spent hours on the phone trying to escalate this situation and figure out a solution. At this point, I have zero confidence in the process. I purchased a replacement unit from ***** at my expense on 6/30/2025.I am requesting a refund of my monthly membership fees since 3/27/2024 of $643.84.

  

  Business Response

  Date: 07/22/2025

  We have received Ms.Lewellyns complaint regarding the service job for her refrigerator. We thoroughly reviewed her case, and recognize that this process was frustrating for her. The initial service report identified a failed compressor and wire harness. Unfortunately, that provider was unable to locate the wire harness needed to complete the repair. A request was sent to us to order the parts, and we were able to do so. Once the parts arrived, the provider notified us that they were not able to complete what is known as a sealed system repair. The sealed system is the portion of the refrigerator through which the refrigerant flows. The compressor is part of this system. Due to there not being another provider available through the warranty, Ms. ******** was authorized to go outside the network and locate her own licensed and insured company. *********** elected to just move forward with replacing her refrigerator.
  
  After examining the circumstances surrounding her claim, and the invoice for the new unit she purchased, we have elected to reimburse her in full for what she paid for her new refrigerator. Her payment has been processed, and she should receive it no later than August 5th. We tried to reach her by phone but were not successful in speaking to her. We left a detailed voicemail message with our direct contact information should she wish to follow up with us directly.
  
  We regret the delays in resolving her claim, and appreciate the opportunity to address her complaint.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 07/22/2025

   
  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.  I appreciate the effort Cinch has made to address this issue and thank the BBB for faciliating that response.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:07/08/2025

  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 two Account #s ( ********************* I have made it clear multiple times with Cinch *** that none of my plans should be auto renewed. Both plans were set to expire 2/2025, but were auto renewed-our barely used Credit Card (thus late awareness) was charged for the months of 2/2025, 3/2025, 4/2025, & 5/2025 at *****/month a total of $522.56. (They have $515.42). I called 5/27/2025 spoke with **** at 8:48am with a promise to cancel the plan, initiate a refund within 3 days-all submitted to accounting. I spoke to Favour 6/10/2025 at 11:40am again who REAPPLIED for a scheduled cancelation-she would research the refund with accounting and call me within 24 hrs. Again 7/3/25 with Jkema at 6:42pm/(6:53pm per Cinch) who said that Favour called back to tell me a REFUND WAS NOT POSSIBLE (??) She said that when I called in 3/11/24 to update our credit card (that had been hacked) to a new credit card#, I was READ A SCRIPT During the conversation with a supervisor (****) which read "This coverage is for a year and will automatically renew each year". HOW DECEPTIVE!!! -the *** requires disclosures to be "clear and conspicuous," that means you CANNOT sneak/hide a renewal into an authorization without HIGHLIGHTIING THE CONSEQUENCES OR FEES. A supervisor (****) was to call 7/4/25-I waited, called-NOTHING! I called them, but they were closed. I called again 7/7/25 2:15pm now **** (direct manager ********), a supervisor would call me back 7/7/25 (Monday was Supervisor call back day) before 5pm or latest 9am today 7/8/25-waited-NO CALLS! I called back 7/7/25 at 5:18pm-Favour; I asked about a previous plan #***....7 and told her to look up notes and she stated that I had EXPLICITLY STATED Not to Autorenew!! I have stated MULTIPLE TIMES that NONE OF OUR PLANS AUTORENEW!! This company should not have a A+ Rating. They are THIEVES DRESSED UP AS A HOME WARRANTY company. They owe me a REFUND of $522.46 for illegally renewing two UNWANTED, IMPOTENT Home Warranty plans.

  

  Business Response

  Date: 07/19/2025

  We are in receipt of Mr.****** ********* and sincerely apologize for the frustration and inconvenience he experienced related to the auto-renewal of his home warranty plans.
  
  We understand he expressed a clear desire not to have either of these plans renewed beyond their expiration in February 2025. We regret that this request was not appropriately documented and acted upon during earlier interactions, which led to unintended billing and significant inconvenience.
  
  Since receiving the *********, we have thoroughly reviewed both accounts and confirmed that we have processed full refunds for all charges related to the auto-renewals. Mr. ***** has been notified that the refunds have been issued.
  
  We appreciate him for bringing this matter to our attention and allowing us the opportunity to correct it. We remain committed to ensuring that our processes and communication meet the expectations of our customers.
  
  Respectfully,
  
  ******, Customer Relations
  

  Customer Answer

  Date: 07/24/2025

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

  
  Sincerely,
  
  **** *****