ComplaintsforCinch Home Services, Inc.

• Initial Complaint

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My downstairs HVAC stopped cooling on June 28th and I requested a return service from Cinch as we called back in April of 2024 for the same issue. We were notified by ***** that an appointment had been set for July 2. Then over the weekend I received 6 different texts from ***** re-scheduling and scheduling the appointment gain finally settling on July 2nd again, the original date of the appointment. I received another text from ***** on July 2nd confirming our appointment for that date. ***** never showed up for the appointment and a case manager from Cinch contacted me by email telling me the appointment had been rescheduled for July 11th. In speaking with the case manager, she tried to contact other providers but could find none. She said because they had an appointment already arranged with a provider we could not go out of network. I would like to be able to go out of network as ***** as proven to be very unreliable on 4-5 other occasions and I never get any cooperation from Cinch until I ask for an escalation.

  

  Business response

  07/15/2024

  We are in receipt of Mr. ******** complaint and recognize the frustration with the scheduling issues experienced with *****. We strive to provide reliable service and apologize for any inconvenience this may have caused. Please know that we are addressing this with ***** directly to prevent similar occurrences in the future.
  
  On July 15th,the claim handler assigned confirmed with ****************** that the service visit with ***** was successful and the repairs have been completed. All covered repairs are protected with our 180-day workmanship guarantee, providing peace of mind for any recurring issues. We encourage ****************** to follow up directly should he require further assistance.  
  
  We appreciate the opportunity to review his case.
  
  Respectfully,
  ******, Customer Relations 

  Customer response

  07/16/2024

   
  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

  06/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a warranty contract on my refrigerator through ***** Home Warranty Service which has been taken over by Cinch Home Services..I have been calling and trying to get my refrigerator/freezer repaired for approx 3 months now..they have provided me with 3 local technicians from different companies.and none of them seem to be able to fix my refrigerator. They are waiting on a report from the last company to come out..******'s Refrigerator repair service and they did not order the part they were supposed to and now say they can no longer fix my refrigerator and to call Cinch Home Services back..I have called now several times and they say they are wating on a service report from ******'s Refrigerator repair to move forward..if they didn't order the part..they won't come fix the refrigerator..what makes Cinch think the company will come through with the report? My food is spoiled..we continue to pay monthly for the service and I need a replacement.after this long and 3 companies not being able to fix the problem. I keep getting told..call again tomorrow..call next week..im so sorry.etc...this is unacceptable service..

  

  Business response

  07/12/2024

  We are in receipt of Ms. ***** complaint. We apologize for any inconvenience she has experienced while her refrigerator issues were being resolved. Our records indicate that there were previous repair attempts which were unsuccessful, and a recall request was necessary. Unfortunately, there was a delay in receiving the service report from the assigned provider, and another company was assigned for handling.
  
  Since submission of the complaint, the issue has been identified and successfully repaired. We spoke with Mr. **** on July 12th to address their concerns and confirm the refrigerator is operating as it should. As a customer ********************** gesture, we have refunded their deductible payment, which will be returned to the card charged within 3 to 5 business days.
  
  We appreciate the opportunity to review her case.
  
  Respectfully,
  ******, Customer Relations 

  Customer response

  07/13/2024

   
  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.
  After 4 companies that was sent out to fix my refrigerator,  the last one put the original fan back on my refrigerator and it works for the time being. It had been 3 months of dealing with this warranty company and the response time and their lack of caring for what was happening on my end was is not worth having the service. ***** was a stand up company but since Cinch Services has taken over their warranty dept..it has gone downhill and the technicians that are sent out either don't show up or don't order the right parts or they just don't know what they r doing.Thankfully I do have a working refrigerator at this time..Thank you for your help in contacting this company so we could get a resolution.

  
  Sincerely,
  
  ****** Land

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  6/26/2024 On September 15, 2023 I purchased a home (***************************************) and I with the purchase of the home I also purchased a one year home warranty. The warranty company name is Cinch Home Services, previously known as Cross Country Home Services until 2017. Address is ***********************************************************************************************************************************. Phone: ************. My plan number is: ********, Effective 9/15/2023 to 9/14/2024. I received a copy of the warranty, it states that it is good through September 14, 2024 and it covers repairs or replacement (whatever is deemed necessary) for one year from purchase date of HV** unit. In May of 2024 I turned on my ** unit for the first time, and quickly discovered that although the unit was operating (constantly) that it was not cooling appropriately. I contacted a HV** tech and he found the ** was leaking coolant, and the furnace has a crack in the heat exchange. The following day I contacted Cinch, and they started a work order to have another technician come to check my HV**.nThe following week a technician from ******* Plumbing in ****** at ************, **** came to check my HV**. This technician found the same two issues that the previous technician had found and also wrote a recommendation that both units needed to be replaced. Today, June 26, 2024 I was advised by Cinch that they denied both the ** and the Furnace to be replaced, due to the age of my home (built in 2000) and the type of home (Modular). I argued, stating that they were aware of both the age and the type of home when they took my money 9 months ago and created the plan, but they did not have any issue with either at that time. I reminded them what the warranty that I have states that it does cover HV**, that states that my house IS covered until September 14, 2024 and includes a Plan Number: ********. I advised that I would be in contact with the Attorney General of Iowa regarding this matter, as well as the Better Business Bureau.

  

  Business response

  07/10/2024

  We are in receipt of Ms. ******** complaint regarding her home warranty coverage. We understand the frustration caused by the denial of her HV** service requests for her air conditioner unit and furnace.
  
  Following assessments by two technicians, both identified coolant leaks in the ** and a cracked heat exchanger in the furnace, recommending replacement of both units. However, the claim was initially denied citing the age and type of her modular home.
  
  Upon further review,we have re-evaluated the claim, leading to a reversal of our initial decision.We are currently awaiting additional information from the service provider to finalize her claims and proceed with the necessary replacements.
  
  There is a Senior Case Manager assigned for handling, and we will provide ****************** with an update once the additional details are received from the provider and her service requests are finalized. We regret any inconvenience caused to ****************** and assure her that we are committed to resolving this matter.
  
  We appreciate the opportunity to review her case.
  
  Respectfully,
  
  ******, Customer Relations
  

  Customer response

  07/12/2024

   
  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 have spoken to the service provider that Cinch has designated to replace my AC and my furnace and feel comfortable that Cinch is moving forward to replace these units as my warranty promised. 

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

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Transaction Date:6/2/2024 Cancelled: 6/3/2024 First phone call was 6/5/24 and the agent said it would be refunded in 7-10 business days. Fast forward 10 business days. I have called multiple times to this company and even have a confirmation of a refund that is due. The company continues to state that it will take 24 to 48 hours to process. The refund was approved per ****** on 6/5/24 however I still have yet to receive the $1,159.88. I have called 6-7 times and each time is a different explanation. They also told me on 6/20/24 that a manager would call me. Today 6/25/24 they are stating that it will take an additional 3-5 days due to the previous agent not pushing the refund through. Ref# DC0624. This is an awful company to do business with.

  

  Business response

  07/08/2024

  We are in receipt of Ms. ******** complaint and sincerely regret the efforts put forth to get this matter resolved. Upon review of our records, there was a delay in processing the refund. This has since been completed as of July 2nd, and these funds should be returned to the card charged no later than July 10th.We have provided ****************** with these details and encourage her to follow up directly if her funds are not received within this time frame.
  
  We apologize for any inconvenience this may have caused and appreciate the opportunity to review her case.
  
  Respectfully,
  
  ******, Customer Relations  

  Customer response

  07/09/2024

   
  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

  06/25/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We sold our home on June 10, 2024, located at **************************************** We subsequently canceled the plan as we no longer own or rent a home. I never agreed to a 1-year service contract. I did not authorize a cancellation fee of $105. I want the fee taken off. Plan #********

  

  Business response

  07/09/2024

  We are in receipt of Mr. ****** complaint. Due to the home being sold, the cancellation fee will not be imposed. We apologize if this information was miscommunicated upon cancellation of his policy.
  
  While reviewing the account, we found that a payment was processed on July 8th. We are issuing a refund for this payment, and no further billing will occur. We have provided ************** with these details and encourage him to follow up directly if any further assistance is needed.
  
  We appreciate the opportunity to review his case.
  
  Respectfully,
  
  ******, Customer Relations 

  Customer response

  07/09/2024

   
  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

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  **Beware Home Warrenty fraud**When they arrived our old HVAC system worked but was leaking water. They filed a recommendation with my home warranty. They came back installation day and dismantled our old unit. They proceeded to install the new outside unit. They did not place a pad which is a Florida State code requirement underneath the new unit and it was sinking into the ground and unleveled. When Essential was questioned about the missing pad and parts that was agreed upon for out of pocket on their invoice with their office prior to installation that showed the Pad as an itemized line item to level out the outside unit. Essential stated they did not bring all the parts and proceeded to install because Home Warrenty doesnt cover. We agreed prior to them arriving about the expected the out of pocket cost on invoice agreement. They blamed Home Warrenty for their lack of having the proper parts to meet code!!! When questioned again about the pad we were being charged for they immediately stopped working and LEFT the home with the new unit sitting on our living room floor and outside uninstalled. They stated they would get a pad and return to finish the job. They did not come back and it was 97 outside in *******. We have a copy of their invoice (see pic) for $1100 to pay out-of-pocket that we agreed to pay that day, but still refused to come back with parts and finish the install to meet state and city code. We then contacted Home Warrenty that Essential kept blaming was the problem. Home ******** stated Essential did not want to be questioned about illegal installation and Essential didnt pull a legal permit to install. This has displaced me and my family for several days and forced us to pay several thousands of dollars out-of-pocket for a room to stay and new air conditioner with another vendor ******* (who are amazing). We are unable to go home or now use our home warranty for our air unit that weve been paying on for 13 years. Now NO home and Air!

  

  Business response

  07/08/2024

  We received Ms. ********** complaint and sincerely regret any inconvenience she experienced. We thoroughly vet the service partners who are members of our service network and would never authorize for any prohibited repairs or replacements to be completed.  We ensure that each provider is licensed for the work they complete and carries the proper level of insurance to ensure our customers are covered in the event that any errors occur.
  
  We reached out to ********************** on July 8th to discuss her concerns and offer our assistance with her claim, should she still need help. Our records show that we have not spoken with ********************** since June 25th, but we confirmed with the service partner that her claim was completed successfully on June 26th, and her unit is reportedly working as it should. As a customer ********************** gesture due to the frustration she felt we refunded the service call fee she paid on her claim. This refund will go back to the card it was paid from within 3 to 5 business days.  
  
  ********************** retains our direct contact information should she wish to follow up with us.
  
  Respectfully,
  ******, Customer Relations

  Customer response

  07/08/2024

   
  Better Business Bureau:
  
  We regret our bad review. Please consider this complaint null and void. It was made prior resolution with the business. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They provided excellent customer ********************** and did an excellent job on our HVAC install. We are happy customers. The air conditioner has been installed with good workmanship. We highly recommend Essential! 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called late March about our washer not working. I was told to set up an appointment and pay the deductible in order to get the appointment. I did all that. The Appliance repair company came out, looked at the washer, and said he needed to order parts. He said call back when the part arrive. I did that. 2 weeks later they came back, replaced the part, but it still wouldn't work. They ordered more parts. Same scenario, they came back when the parts came in. Installed the parts, but still wouldn't work. More parts ordered. They came back, but this time the parts ordered were the wrong parts. Next time it was used parts that arrived, that weren't even for our washer. They were for a different brand. This went on 5X. I am now 3 months into not having a washer. I have had to go to the Laundromat several times, in order to have clean work clothes, casual clothes, etc. The 5th time they came out, they said it was an electrical wiring issue, and didn't know if ***** would have them go thru the tedious issue of checking out each wire. I am now in the 10th week and get a call from the Appliance repair people. They tell me ***** is going to replace it, and they are out of the picture from here on out. They said ***** / Cinch, will contact me. I wait 10 days and don't hear from them. I call Cinch, and go thru Robot Questions and no answers. I try another number and get endless transfers, and being on hold, and no one having the authority to make a decision. This goes on for 90 minutes. I finally get someone to take my information, and ask how long will it take to get a replacement Washer? They said I would get an answer in 48 Hours, not including the weekend, and I would get an email reply. This would be Wednesday, June 12th. No reply comes. I can't wait on them. I went out and bought one myself. I call Cinch on June 24th, and I'm told my Washer is still under review on whether or not they'll replace or refund it. This scenario has been going on since March. Keep your Promise!

  Customer response

  06/25/2024

  Going through this ordeal without resolution also cost me money and time. I had to make several trips to the laundromat, usually around $50.00 each time. After being told by the Appliance ************** that had been to my house 5X, that they were no longer needed, I never heard a word from Cinch on the status of my situation. The Contract says 'Repair or Replace'. They left me hanging on the 'Replace'. They kept telling me it was under review. What was to review? My Washer was down from late March to early June, at which time, I could wait no longer for their response. I went out and bought a New Washer & Dryer set myself.The cost was $1824.00. I don't expect them to pay for the Dryer, only the Washer. I would think it would be at least half of the cost ( $912.00 ). They are quick to take my Payment every month, and a penalty if you are late, but for them to act on time, well, that's another story. Also, I had to use Vacation Time every time I had an Appointment. I had 5 Appointments. That's a considerable amount of Vacation Time I lost, due to them sending the wrong parts, broken parts, used parts. The amount of time you take to speak to a human, is costly as well. You have to go through their robot calls and options, that never pertain to you. Being put on hold for 20 minutes at a time, adds up. It is extremely hard to talk to someone, who can actually make a decision, and as you can tell, still hasn't happened.

  

  Business response

  07/08/2024

  We are in receipt of Mr. ****** complaint and apologize for the inconvenience he has experienced while awaiting resolution for his clothes washer issues. We acknowledge the extended timeline and multiple visits required to resolve the issue, which unfortunately did not result in a successful repair.
  
  Upon reviewing his claim, we identified a delay in the service provider communicating the need for a replacement and discovered the claim was inadvertently closed, which prevented the claim from moving forward.
  
  We understand Mr.****** decision to purchase a new clothes washer due to the prolonged wait for resolution. His claim is now finalized for a replacement clothes washer, and he has been presented with the buyout option to help offset the costs he incurred replacing the covered item, which he accepted. The payment is processing which is expected to arrive as a check by mail within 7 to 10 business days.
  
  We called ************** on July 8th and were not successful in speaking with him. A voicemail message was left. As a gesture of goodwill, we have refunded the deductible payment associated with this service request. These funds will be returned to the card charged within 3 to 5 business days.
  
  We appreciate the opportunity to review his case.
  
  Respectfully,
  
  ******, Customer Relations 

  Customer response

  07/09/2024

   
  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

  06/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I've been with Cinch Home Services since 2015 (formerly HMS Services). I contacted them about my AC Unit not working on June 11, 2024. Paid the $150 deductible, as required to proceed. Once a serviceperson made it out (this was a separate issue as the first did not show after confirming over the phone), they informed me that Cinch will follow-up with next steps. I received a text saying parts were ordered on Monday, June 17th but I did not know what this meant, did not have any email confirmation, did not have any information on my Cinch profile, nothing. I spoke with a customer ********************** representative (because I called) on Tuesday, June 18th, at 8:30am confirming deductible was covered and I would NOT owe anything further on the job and next steps. THEN I received a text that afternoon from the service company requesting $3300 to move forward. I explained I just spoke with Cinch who said I was covered, and he informed me they would not be covering and there are often components needed they will not include. Since this conversation, I have been on the phone with Cinch Customer ********************** every morning this week to get ANY additional information. I have names, dates, and times with details of each call. Each rep has "submitted request to email me with details" of what they are covering with the cost breakdown and I have not received anything. Managers continue to deny phone calls. One rep said, they will also send breakdown so I can make decision on moving forward or just receiving a check for the amount covered but could not conduct until I paid the next deductible, which was not originally showing as a request in my account. I paid that as well. This has not been sent either. I have not received ANY EMAILS. I am extremely frustrated by this company's predatory and intentionally misleading behavior. Why am I being charged additional for what's NEEDED for the replacement. I am not requesting an upgrade, just a working system.

  Customer response

  07/01/2024

  I am listing the amount of phone calls I've had with customer ********************** to date. Unfortunately, I continue to receive mixed and unhelpful information from their team and I still do not have any air conditioning. Each conversation, the service representatives confirm my information (including email), confirm that I have been approved for repair, and confirm that their financial office is (supposedly) reviewing my information to send me what the check amount would be in lieu of using the repair company they suggested. Each representative says I will receive the information within the next 24 hours, then 48 hours, then say there's a delay because of the weekend, then the following day, and so on. This morning, July 1st, customer ********************** now says I am still pending approval which was absolutely infuriating since I've been approved from the start. After multiple requests, I was given the name of a supervisor, ************************, who was not available. The customer ********************** person first said he didn't know the names of any supervisors/managers because there were so many so I just asked for one. Initially, he would only give the first name and again, after multiple requests, he gave a last name. He then said he does not have the contact information for them. I excused myself from the call after becoming frustrated when he said my service was now pending. Please note again, I was already approved weeks ago, have paid all of my deductible and have never missed a payment. 
  
  Dates of calls thus far: Requested service June 14th (Initial repair submission). Customer ********************** calls on June 18th (Rep confirmed all was covered then received text later in the afternoon requesting $3300). June 19th (Said I owe more on deductible then all was covered. They will send email within hours of breakdown and shared option of check in the amount they're covering instead). June 20th (Confirmed deductible and etc. was all paid. Said they'd email information). June 21st (said no managers are available. Email will be coming through). June 25th (Confirmed requests are in my file. Said email would be sent. Said no managers are available). July 1st (see note above). Again, I have not received ANY emails from Cinch regarding this service outside of confirmation of receipt of my $250 deductible. 

  

  Business response

  07/13/2024

  We have received Ms. ******* complaint regarding the service job for her air conditioning system. Please know that we understand the importance of customers being properly educated on their ********************** benefits, and regret the misunderstanding regarding what work does and does not qualify for coverage under the terms of her plan. To summarize, her plan addresses the covered items for their mechanical failures due to normal wear and tear. This means that we cover the equipment and the labor to install or repair the equipment. In the course of replacing an HVAC system, there are almost always costs and fees that fall outside the scope of the terms and conditions of the contract coverage. These are for things like reclamation of Freon, disposal fees, modifications, code upgrades, and additional costs for special access. All of this information can be found within the verbiage of the contract, which she was sent upon enrollment, and which is also available 24/7 via her online account portable.
  
  If she does not wish to pay these out-of-pocket charges to the service provider, her only other option is to take the cash buyout of equal value to her claim.
  
  On July 13th we tried to reach her directly to discuss her concerns, but were unsuccessful in speaking with her. We left a voicemail message and sent the email communication she has been seeking with a breakdown of the non-covered charges.
  
  We hope this brings clarity to the situation, and appreciate the opportunity to address her complaint.
  
  Respectfully,
  ****, Customer Relations 

  Customer response

  07/16/2024

   
  Better Business Bureau:
  
  After a month of calling to request accurate information regarding my claim, I received an email from *********************** with the requested information. I want to acknowledge her professionalism and detail in providing the requested information. The information she provided via email included different numbers from what I was told over the phone across a few different instances (e.g., the credit amount option) but I can at least pay with (slightly more) confidence now knowing a manager has reviewed my service request and we've connected over email. I continue to be disappointed with the result and need to pay for non-covered items but now have a clearer understanding of why these components are my responsibility. I have decided to move forward with the warranty coverage and service provider they've assigned.

  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

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am requesting assistance in getting Cinch Home Services to honor their contract. On Jun 02, I submitted a claim for our water heater and paid $150 deductible. On June 07, the service provider came out and determined that the water heater could not be repaired. On June 10. I contacted Cinch via email, they responded that the service was under review. I sent another email on June 14, requesting the status of my claim. I received a response that the service provider told us to call the manufacturer because it was under warranty. No one told us to call anyone. I called Rheem and they said that it was under warranty. I provided case # to Cinch. On June 17. I requested to speak to a supervisor. I was informed that the supervisor will not speak to me because my water heater was under warranty. I then called Cinch Headquarters. The rep ******** was very helpful. She explained that after I get the water heater replaced, they will pay for the installation. On June 19 the service provider contacted me and stated that I would incur an out of pocket expenses of $805. I called Cinch and talked to Komi. She explained that per Cinchs contract they only pay for installation not any modifications. I asked what were the modifications and she stated the following. 1. Waterline $255 2. Drain pan $110. 3. Drain Alarm $95. 4. Temperature and Pressure Valve (T&P) $115. 5. Vacuum breaker $95 6. Expansion tank $135. I was shocked. Most, if not all the items are components to the installation of the new water heater. In other words, it appears to me that Cinch Home Services is being disingenuous. There claiming that the items are modifications so as not to pay the cost of installation. The rep informed me, modifications per the agreement are not covered. These parts are not modifications. They are required for installation of water heaters. To be sure, I checked with an independent plumber. They stated that the items are necessary parts of the installation process. Please help!

  

  Business response

  07/04/2024

  We have received Mr. ****** complaint regarding the service job for his water heater. Please know that our intention is to be there in our customers time of need, and provide knowledgeable answers to questions that *** arise. We regret to learn that was not the experience of **************. Because his water heater is still covered under the manufacturers warranty for the equipment, but not labor, the manufacturers warranty supersedes his home warranty for the water heater itself, and we picked up the cost of the labor to install the new water heater. In replacing a water heater, there is often additional work that needs to be completed in the course of the replacement.While individually these items *** be covered under the plan as components, in order for them to qualify for coverage, they would have to suffer a mechanical failure due to normal wear and tear. Because the modifications necessary did not result from individual failures, it was only necessary to complete that work to install the failed water heater, those charges were Mr. ****** responsibility.
  
  On July 4th we spoke with him directly to provide clarification. Due to his overall experience, we reimbursed his deductible as a one-time customer ********************** gesture.
  
  We appreciate the opportunity to address his complaint.
  
  Respectfully,
  ****, Customer Relations 

  Customer response

  07/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The representative explained the businesses position on modifications when installing a replacement water heater. They state that they only pay for the installation of the failed item (water heater) and has offered a refund of my $150 deductible. The problem is the technician did not know why the water heater failed. In other words, it could have been any of the components, i.e. expansion tank, pressure valve etc. Additionally their own contract is vague when covering the replacement of a water heater. The components are not modifications.

  I will accept the $150 deductible, and chose not to fight this business any further.

  Thank you Better Business Bureau for your interaction and assistance with this business.

  Sincerely,
  

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

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  we are already waiting over three months fir our oven repair, each time we call we get a different run around and i t has been three months that the oven is not fixed.

  

  Business response

  07/03/2024

  We are in receipt of ************************* complaint. We sincerely apologize for the delays experienced during the claim for his Wall Oven. We aim to provide efficient service and repairs, and in this instance, we did not meet our objective.
  
  In some cases, it may take more than one attempt at repair to bring an item back to full functionality. Upon further review, we made the decision to replace his Wall Oven instead of attempting another repair. ************************** accepted the buyout option to put these funds towards purchasing a replacement wall oven of his choice. The check has been issued and received on July 1st.
  
  We appreciate the opportunity to review Mr. ************  case.
  
  Respectfully,
  ******,Customer Relations 

  Customer response

  07/03/2024

   
  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.

   

  they have reached out to me and resolved the issue 
  
  Sincerely,
  
  *************************************

*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. ↩