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. has 10 locations, listed below.

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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

  525 W. Old Northwest Hwy. Ste. 203 Barrington, IL 60010-6805

• 

  HMS HOME WARRANTY

  1950 N. Steemmons Freeway Dallas, TX 75202

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm complaining regarding the Service Order # SCCQA3196F89. After we turned our heat on for the first time (10/01/22), we immediately noticed a problem. We scheduled a service through Cinch (10/10/22) and they sent a service provider for a diagnosis (10/11/22). The report is that there is severe rusting inside the **** unit which causes fine rust powder to blow everywhere and cause a system failure. He mentioned it will be a severe hazard to continue operating the system and recommend Cinch replace the system. Due to the severity of the rusting, the duct system is contaminated and needed to be replaced altogether.After a month-long process, Cinch notifies us that the issue is not covered. I called Cinch immediately and they explain that "register" and "grills" are not covered. I contacted the service provider and let them know that Cinch misunderstood the diagnostic report, instead of the systems rusting causing register and grills that needed to be replaced, Cinch have the other way around and thought register and grills causing the system failure. I ask the service provider to clarify in the report and ask Cinch for an appeal.Cinch called back a week later and said the return air box (the part that is rusting) is considered as registry and grills thus my claim was declined. The coverage agreement stated - accessible ductwork from the air conditioning unit to the point of attachment at registers/grills, rust and corrosion is covered and also mentioned any hazard to life or property which are the condition in my case. registry and grills are never meant to be the supply plenum, and its replacement is solely due to the collateral damage. It is unreasonable for Cinch to deny my coverage and I should be eligible for the rightful repair/replacement.

  

  Business Response

  Date: 11/28/2022

  We are in receipt of **************** complaint. Please know, we want to make sure each of our customers receive the full benefit of their home protection plan. We are in the process of completing an in-depth review of his complaint and claim to ensure the correct decision was made. We have communicated this to ************** and will follow up directly once our review is complete.
  
  Respectfully,
  ******,Customer Relations

  Customer Answer

  Date: 12/05/2022

   
  Complaint: 18400895
  
  I am rejecting this response because:

  Im actively working with Cinch representative to determine a mutually agreed solution to resolve the issue. In the meantime, I await for Cinchs investigation and follow up action to resolve the dispute. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 12/14/2022

  We are in receipt of **************** response. We have concluded our review which determined that the only covered item is the rusted plenum. We apologize for the incorrect information he received regarding the initial claim decision. Due to the circumstances surrounding his request, we are providing ************** with a payout of fair retail costs on a comparable replacement air handler and plenum which he accepted. His check is currently processing and will be received by mail within 7 to 10 business days.
  
  We appreciate the opportunity to investigate this further and make things right.
  
  Respectfully,
  ******, Customer Relations 

• Initial Complaint

  Date:11/13/2022

  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 contacted Cinch about our broken dishwasher. We called what was listed on ****** as a LOCAL repair service but got Cinch. We had to pay $79 up front with a credit card to have someone come. Repairman came next day and said it needed a new door latch. He said he'd be back in 2 or 3 days with the part. After a week with no contact from him we called the company number on Friday 11/11 to cancel the job. We were told that ONLY the repairman could cancel the job. After several unsuccessful attempts to get in touch with him, he called and said he would cancel the order.We just received notice from our credit card company that Cinch charged us $260 yesterday! FOR ABSOLUTELY NOTHING!! Please respond and let me know if you need more information to proceed with this complaint.

  

  Business Response

  Date: 11/18/2022

  We received the complaint submitted by Ms. ********* regarding her dishwasher.  We regret to hear that her service experience did not meet her expectations.
  
  Ms. ********* processed a request for service and our provider went out and diagnosed the failure. Ms. ********* then cancelled the work order and the repairs.  We have reached out to the provider, and they will issue her a refund for the repairs which were not completed. We provided the refund information to Ms. ********* on November 17th via email.
  
  We appreciate the opportunity to assist her in resolving her concerns.
  
  Sincerely,
  ****, Customer Relations

  Customer Answer

  Date: 11/18/2022

   
  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:11/11/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a home services warranty program from ***** home warranty services which then changed to cinch home services. My contract #******** was for $49/month from 11)14/21-11/14/22 with a service fee of $75. However, they upped the monthly fee to $59 with no notice which I didn't notice until I checked my credit card. On 11/1022 I called customer ********************** @ ************ and spoke to *********** and explained I had been overcharged and would like a$10 refund because the price shouldn't change since the contractual year hadn't ended. He told me that I had to pay the new year fee of $59 because I had to pay for the month in advance. I asked how could that be if the contract date hadn't ended. I stated if it was a new year then I didn't want to start a new year, he informed me I needed to keep the contract until the 11/14/2022 then I could do a non renewal otherwise, I would owe them for ending the contract early. I responded that what he stated made no sense, if I was paying the next year's fees then they had started me on a new year contract without my consent, but if I was still in the original contract then I should have been charged the $49. I got tired of going around in circles with him and started requesting to speak to a manager, he stated I was talking loudly. I told him I'm not interested in talking to him anymore and repeated three times that I wanted to speak to a manager. He hung up. I called back and started talking to ****** and told him I had been talking to another representative and wanted to talk to a manager. He claimed they had unusual call volume and no manager was available but my information was taken and I'd receive a call back from someone. I waited and still haven't received a call back on 11/11/2022. I'd like my $59 refunded, the contract to not be renewed, and the recurring charge removed from my credit card.

  

  Business Response

  Date: 11/18/2022

  We have received and reviewed the complaint submitted by ******************* regarding refunding her premium payment.  We regret any misunderstanding of the payment amount and have issued a full refund for the payment in question on November 16th and confirmed with ******************** via email that she has since received the refund.
  
  We appreciate the opportunity to assist with her case.
  
  Sincerely,
  ****, Customer Relations

  Customer Answer

  Date: 11/18/2022

   
  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:11/11/2022

  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 signed up for a home warranty and was specifically told that my appliances in my garage would be included, INCLUDING my refrigerator and when I went to use my warranty I was told that the refrigerator in my garage is not included. The company lied to me in order to get me to sign up for the home warranty program and they are unwilling to include that refrigerator.

  

  Business Response

  Date: 11/23/2022

  We are in receipt of ************** complaint. Please know, it is always our intention to be clear and upfront about the coverage our home protection plans offer. ************** base plan covers kitchen and laundry appliances located in the *************** of the home, and additional coverage can be purchased for any extra appliances that need coverage as well. We sincerely regret this was not communicated to him clearly at the time of enrollment. We have processed a reimbursement for the deductible he paid for service which will go back to the card charged within 3 to 5 business days. To make things right, we are willing to add the additional coverage on his second refrigerator and freezer as a one-time customer ********************** gesture since it is now passed the 30-day window of making changes to his policy. We were not successful in reaching him and left a detailed voicemail message. He is welcome to follow up directly if he would like to purchase the additional coverage or need further assistance.
  
  We appreciate the opportunity to review his case.
  
  Respectfully,
  ****, Customer Relations
  

• Initial Complaint

  Date:11/11/2022

  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.

  The lady who I bought my condo from purchased a home warranty through Cinch for **. From the first month we moved in we had issues with the fridge and filed a claim with Cinch. Over the one year that we had the warranty, 10 times we had technicians come out to fix the fridge. The replaced every part on the fridge and even added Freon and multiple of the technicians told us that the fridge needed to be replaced. The second to lay technician we had even told Cinch over the phone in front of me that the fridge could not be repaired and they still refused to replace it. The last person that came out to look at the fridge was in October and as of the first week of November our fridge still does not work. When you log into cinch it doesnt show a history of the repairs done (of course) so I cannot pull the information but I know they have it because one of the cinch customer ********************** people told me he could see how many times they had to come out and fix it.After taking off work every time someone has to come out and fix the fridge and after throwing away an entire fridge/freezer full of stuff multiple times from the fridge not working I want to be compensated for all of that and a new fridge that we now have to buy out if our own pocket.

  

  Business Response

  Date: 11/23/2022

  We have received Ms. ******** complaint regarding her refrigerator claim. We know going without a functioning appliance for an extended period can be frustrating and we regret any inconvenience caused. In some instances, multiple repair attempts are necessary to bring an item back to full functionality. During the last service visit, the technician reported the refrigerator was functioning normally and no failures found.
  We reached out to ****************** on November 22nd to gather further information from her regarding the failures she is experiencing however we were unsuccessful in reaching her and unable to leave a message. We will make another attempt to speak with ***************** to ensure her concerns are addressed.
  
  Sincerely,
  *********, Customer Relations 

  Customer Answer

  Date: 11/23/2022

   
  Complaint: 18391747
  
  I am rejecting this response because: I want reimbursement for the fridge I had to buy because your company refused to acknowledge that our fridge was irreparable after ten visits and replacing ever part.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/08/2022

  We are in receipt of Ms. ******** response and recognize the claim for her refrigerator has left her frustrated. After further review of her claim, we made the decision to honor her request and provide reimbursement for the replacement refrigerator purchased. We have processed the payment and ****************** should receive the payment no later than December 22nd. We will follow up with her directly to ensure she has received her payment.
  
  We appreciate the opportunity to further review her claim.
  
  Respectfully,
  *********, Customer Relations 

• Initial Complaint

  Date:11/10/2022

  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.

  I paid for a home warranty in full, now that I canceled the policy because they said that my policy covers preventing maintenance. But now that requested that service they said my policy doesn't cover that. I canceled and the company says that by canceling before the expiration of contract which I already paid, I loosed any type of refund but also I should pay a early termination fee

  

  Business Response

  Date: 11/23/2022

  We have received Mr. ******* complaint and regret the misunderstanding regarding the coverage his agreement includes. Mr. ******* agreement became effective on February 2nd, 2022 and he made two requests for service on his air conditioner, which resulted in claims being paid out on his behalf to replace a capacitor and add a pound of refrigerant.**************** requested cancellation on November 10th, 2022 and his plan was terminated at that time. We recognize the importance of our customers being educated on the benefits of their plans, and all customers are sent a complete copy of their warranty coverage upon enrollment, in addition to having 24/7 access to their contract via their online account portal. We have included the relevant terms of the agreement below for reference.
  
  **************** is not entitled to a refund of his agreement, and the terms of early cancellation will apply in his case. A supervisor within our membership services department attempted to reach him on November 16th and 17th to discuss this matter in more detail. He was unsuccessful in speaking with ****************, and a detailed voicemail message was left with direct contact information.
  
  We appreciate the opportunity to address his complaint.
  
  Respectfully,
  ****, Customer Relations
  
  IX. Cancellation Information:
  
  1. You may cancel this Agreement by telephone or in writing within 30 days of the coverage effective date for a full refund of the contract fees paid if no claim has been made. The right to cancel this Agreement as provided in this paragraph is not transferable. A ten percent (10%) penalty per month will be added to any refund required under this paragraph, including any accrued penalties, which are not paid or credited within 30 days after you cancel this Agreement.
  
  2. You may cancel this Agreement within ******************************************************************* at any time thereafter, at which time you may be entitled to a refund of unearned contract fees paid based on the short rate schedule less a processing fee of twenty-five dollars ($25)and less the cost of any services performed pursuant to the Agreement, where permitted by law. If claims have been paid, we may bill you for the lesser of the net amount due to us or the unpaid annual term contract fee. We will bill or charge you any balance owed to us through the same mechanism as any previous installment ********, or we will direct bill you if such a mechanism is not available.

  Customer Answer

  Date: 11/23/2022

   
  Complaint: 18385637
  
  I am rejecting this response because: when I signed for the warranty the sales person didn't mention the consequences of canceling before the contract expires. Yes I read the contract, I missed the area where it mention early cancelation. These contracts are always hard to understand fully. Any other warranty company will give you a refund on any months remaining after canceling.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/02/2022

  We have received Mr. ******* response. It is not routine practice to read the complete contract terms verbatim to a customer upon enrollment, however, the expectation is set that a fulfillment kit with detailed information will be sent prior to the effective date for review. If **************** had any questions about the terms of the agreement, our customer ********************** is available 24/7 to assist him in being fully educated on his home protection plan. We regret that he found the information difficult to understand, however, the terms of cancellation still apply. We have included the relevant verbiage from the agreement for ease of reference.
  
  We appreciate the opportunity to further address his complaint.
  
  Respectfully,
  ****, Customer Relations
  
  
  
  IX. Cancellation Information

  1. You may cancel this Agreement by telephone or in writing within 30 days of the coverage effective date for a full refund of the contract fees paid if no claim has been made. The right to cancel this Agreement as provided in this paragraph is not transferable. A ten percent (10%) penalty per month will be added to any refund required under this paragraph, including any accrued penalties, which are not paid or credited within 30 days after you cancel this Agreement.

  2. You may cancel this Agreement within ******************************************************************* at any time thereafter, at which time you may be entitled to a refund of unearned contract fees paid based on the short rate schedule less a processing fee of twenty-five dollars ($25) and less the cost of any services performed pursuant to the Agreement, where permitted by law. If claims have been paid, we may bill you for the lesser of the net amount due to us or the unpaid annual term contract fee. We will bill or charge you any balance owed to us through the same mechanism as any previous installment ********, or we will direct bill you if such a mechanism is not available.

  3. We may terminate this Agreement immediately, after any applicable notice provisions, for non-payment, fraud or material misrepresentation. If we terminate for fraud or material misrepresentation,this Agreement is void and we shall refund all paid contract fees if no claims have been made. If a claim has been made, we will follow normal cancellation procedures as outlined in this section.

  4. In the event you threaten to harm or actually harm the safety or well-being of: (i) the company; (ii) any employee of the company;(iii) an independent contractor; or (iv) any property of the company or the independent contractor, you will be in breach of this Agreement. In the event you breach this or any other obligation under this Agreement, we may refuse to provide service to you and may cancel this Agreement immediately.

• Initial Complaint

  Date:11/09/2022

  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 Oct 3 2022 I called to have a repair on my leaking kitchen faucet. ****** was the service rep.She told me that 4 different vendors refused an had no one to fix it.When the call ended I was under the impression that I would have to get a plumber myself. so that's what I did. I had ***************************************** scheduled to come Wednesday Oct 5. When he was finishing up A-1 construction called about servicing my leak. I called an talked to *******. He said he had tried to make ****** understand they would do the job. He was like me in saying her accent was really bad an he could'nt make her understand. I have been with this warranty service since 2011. when I e-mailed them the reason an bill they refused to reimburse me $556.39. If they were going to send someone why didn't they call me Monday or Tuesday to let me know. I am not asking for anything that I don't deserve. I am disabled an on a fixed income. I carried this warranty for problems like this. Is their any thing you can do to help me? ********* was the service rep that called me on Oct 25 2022 at around 10:30 am an told me that they would not reimburse the cost I was out. I am also going to mail a letter to the vice-president of the company *********************. That's the name I got off their website. The closed service number was SCCQA316D3EA-1 also their confirmation number for my e-mail was 2583525.Thank-you ************************* phone ************

  

  Business Response

  Date: 11/21/2022

  We have received the complaint submitted by ************** regarding her plumbing claim. We aim to provide the right provider at the right time, and in this case, we did not meet our objective. In this instance, at the time ************* requested service, we were not able to assign a vendor with immediate availability to service her claim. Her request was sent to our dispatch department to assist with assigning an in-network service provider to complete the job. Our dispatch department assigned A-1 Quality Maintenance & Construction to her service request; however, ************** already had the work completed with her own service provider. The warranty specifically states we are not liable for any costs incurred without our prior consent as this is considered unauthorized work and not covered under the warranty. We reviewed the invoice submitted by ************** and the technician noted the failure was to her faucet and he replaced it. Faucets are specifically listed as a non-covered item under her policy and so her claim would not qualify for coverage under her plan.
  
  Our records indicate a member of our leadership team spoke with ************** on November 16th and they have agreed to reimburse a portion of the repair cost as a customer ********************** gesture. The payment has been processed and she should receive it in 7 to 10 business days.
  
  We appreciate the opportunity to review her case.
  
  Sincerely,
  *********, Customer Relations 

  Customer Answer

  Date: 11/21/2022

   
  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:11/09/2022

  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.

  Contracted with company. Requested service for my sole source of heat. Two days later no progress but got email saying select provider. I called on 6OCT2022 and was told by the agent twice to get my own provider and it would be covered. I submitted all receipts and was told by a supervisor that my claim for reimbursement would be granted. The company then told me they would not honor my contract and would not pay me back. Company refuses to send transcript of my 6OCT call. Refuses to review the claim and reimburse me.

  Customer Answer

  Date: 11/15/2022

  The company reached out and we found resolution.

• Initial Complaint

  Date:11/09/2022

  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 a Total Protect customer now ********************** since 2009. In the last 12 months the Cinch service provider has worked on my heat pump 8 times. Relays. Refrigerate. Reversing module etc. This heat pump was installed in ****. It cooled nicely all summer. The compressor failed when I turned on the heat in early October 2022. By the way. When the tech replaced the reversing module he removed the old part with my saw. He borrowed my electric saw. This sent metal chips into the tubes which may haves caused the compressor failure. Service came out 10/23. Cinch told me the coils were dirty despite my cleaning them annually. Cinch told me the unit failed due to my neglect vs normal wear and tear. I objected to this. Another service call was scheduled for 10/30 for a second opinion or something. The tech did not come out. He called me with a quote to repair the unit. He knew that the compressor had failed. I scheduled another call to get the unit repaired. A different tech came out 11/3 and told me the coil needed to be cleaned. He didnt even look inside the unit. Cinch called and told me they could not tell me what was wrong until I had the coil cleaned. I told her the compressor was shot. The system is 32 years old and needs replacement. Thats why I pay for the warranty. Cinch called me back and told me not to have the coil cleaned and that she would get back to me with a resolution. A different person called me back and told me to clean the coil. Another guy told me the unit was not under warranty because its too old. Cinch is a Clown Show. Very unprofessional and unethical. I want them to honor their agreement and replace this 32 year old system. I have never seen anything this bad. I guess they figure that if they give their customers the royal Runaround they will just go away. Disgraceful!!

  

  Business Response

  Date: 11/18/2022

  We have received and reviewed the complaint submitted by ************* and regret the amount of effort he has put forth to resolve his claim. We aim to provide an effortless claim experience, and, in this case, we did not meet our objective and apologize for any inconvenience.
  
  The work order was processed on October 20th for **************** heat pump split system.  Due to inconsistencies in the diagnosis received, his claim was unfortunately delayed.  We have since approved the replacement of the unit, and he accepted the cash allowance in lieu of the replacement offered and will have his Heat Pump split system replaced through a local provider of his choosing.  The cash allowance was processed electronically on November 16th.
  
  We appreciate the opportunity to assist ************** in resolving his claim.
  
  Sincerely,
  ****, Customer Relations

• Initial Complaint

  Date:11/09/2022

  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.

  Cinch Home Services, provides a home warranty for our appliances. They sent a tech out after our claim for the dishwasher (which stopped working). Their tech company showed up well outside of business hours in a random car with no information provided. They said parts needed to be ordered and than ghosted us. We spoke to the Cinch people through email and were told they would get them back out. Three times all missed appointments, till finally the company calls at 7pm (after we called cinch to report) and said he would send someone out with in the next 30+ mins to the hour drive to our home. Cinch said certainly not and schedule ***** to come fix the dishwasher. The tech said the wiring is bad and he is unsure the rest because a proper test can't be done. He did NOT order anything and said he would put in a replacement ticket. Which he did. on 11/8 a random part showed up at our house from Cinch to repaid the dishwasher. My wife called them on 40+ min call which they hung up on her, and said they would send someone out to repair the dishwasher they just were not sure when. This has been over a month with many appointments and use taking off to wait around all day for repairs. Cinch is trying to wait out the warranty which expires by Dec and is failing to honor their contract. This dishwasher can't be properly repair as stated by Search Tech and should be replaced. Why cinch who is NOT a repair company ordered a part for the dishwasher is beyond me but ***** claims they did not order it and are NOT coming to repair this dishwasher. As stated a replacement need to be provided as per our warranty and we should be refunded the deposit due to our MANY days of waiting taking off work for their repair tech who never came.

  

  Business Response

  Date: 11/16/2022

  We received Mr. ********* complaint and apologize for the delay in resolving the claim for his dishwasher. We aim to provide prompt claim resolutions,and, in this instance, we did not meet our objective. Our records indicate that since the submission of his complaint, a replacement has been presented to ******************* and he has elected the cash buyout in lieu of the replacement offered.The buyout offered is equal to our cost for the purchase and installation of the replacement dishwasher. The payment has been processed and should be received within 7 to 10 business days. Should ******************** need further assistance, he may simply send an email to *************************************** and a team member will follow up with him personally.
  
  Sincerely,
  *********, Customer Relations