Complaints

This profile includes complaints for Cinch Home Services, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cinch Home Services, Inc.

  4700 Exchange Ct STE 3 Boca Raton, FL 33431-4450

  
• 

  Cross Country Home Services

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

• 

  HMS Home Warranty

  2650 Fountainview #200 Houston, TX 77057

• 

  Homesure of America

  648 Grassmere Park Nashville, TN 37211-3663

• 

  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:04/27/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 05/05/2025

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

  Customer Answer

  Date: 05/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me " as long as" no further money is due from me. As I read Cinch's response, the agreement has been canceled effective immediately. I would like confirmation from Cinch Home Services that they will not be trying to bill me for any future months.  
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:04/19/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 05/02/2025

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

  Customer Answer

  Date: 05/03/2025

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

• Initial Complaint

  Date:04/11/2025

  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 put in a claim on 3/12/25 for HEAT PUMP - SPLIT SYSTEM repair and was assigned ************************** who came out to the home and suggested that a compressor was needed so he put in the request. The part arrived to the service provider but was the wrong part so he sent it back and Cinch put in another order for a part that is back ordered. I have been unable to reach the service provider and have only gotten updates from Cinch. I have told them on numerous occasions that the service provider will not return any of my calls. I have also told Cinch that my unit is 2003 and I was told that they no longer make parts or have Freon for my unit but have been given the runaround. I was told by the customer ********************** **** that the supervisor will call me back with no call back. I asked to be assigned to a Case Manager and they said they cannot do that as well. When I call, they ask questions like has any parts been installed without even referencing any notes. It has become impossible to get resolution with this company and meanwhile Im without AC

  Customer Answer

  Date: 04/16/2025

  I was contacted by Customer Relations at ********************** and since our communication, the compressor part came in and the contractor installed the part today 4/16. I have been in communication with her and was asked to reach back out if any further issues arise. 

• Initial Complaint

  Date:04/08/2025

  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 home Warrenty left us with a broken furnace, that they agreed was covered, for three weeks in 30 temps! The subcontractors ordered the wrong parts and then just never bothered to come back! They still kept out copayment and wouldnt do ANYTHING to make it right. Like one night in an hotel on the coldest night And again I stress it was a covered fix!!! They just cant control their subcontractors and dont ask for quality.

  

  Business Response

  Date: 04/21/2025

  We have received Ms.******** ********* regarding the service job for her furnace. Please know we understand the urgency of having a working heating system, and we sincerely regret the delay in resolving her claim. Since submission of her *********, we confirmed the work has been completed. We have also been in email communication with *********** As a customer ********************** gesture, we refunded a monthly premium payment as well as the deductible that she paid.
  
  We sincerely regret the frustration she endured during this process, and appreciate the opportunity to address her *********.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 05/02/2025

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

• Initial Complaint

  Date:04/07/2025

  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 a home warranty company with the merchant, purchased at the same time as my new home in Oct 2024. As part of their services, in order to have someone come out to fix an issue, they make you pay a 200 dollar deductible upfront, and that's the only way they'll cover an issue. Deductibles by definition are what you pay an insurance company before they start to pay for the repairs or service. After paying, they sent a plumber out, who fixed the issue. The merchant then elected not to pay for the nearly $400 service, citing an incorrect assumption and statement by THEIR plumber that we had made a repair ourselves which caused the issue. I've appealed their decision to cover the claim twice now, stating as much. They're telling me to provide proof that I did NOT make a repair myself, so asking me to prove a negative. I additionally asked for the deductible to be refunded since I was led to believe it would go towards the cost of the repair. This request was denied as well because they state the plan agreement covers this. If they're somehow able to come up with a service they provided, what the deductible covers is entirely misleading to the consumer at best and criminal at worst. If the service they provided was "scheduling the plumber", I could have easily called my own plumber or even gotten multiple plumbers to provide a quote. I want my $200 deductible back if they refuse to cover the repair, or I want them to pay for the cost of the repair because they're denying my claim based on a falsehood.

  

  Business Response

  Date: 04/21/2025

  We have received Mr. ******* complaint regarding the service job for his leaking toilet. We completed a secondary review of his case to ensure the right decision was made in accordance with the terms of his warranty agreement. It was reported that the reason the toilet was leaking is at some point the bathroom floor tile was replaced, and the toilet ****** was not raised to accommodate for the new tile,nor was the wax ring changed out as it should have been. This would create a gap, allowing water to escape. Mr. ******* warranty covers mechanical failures that occur due to normal wear and tear. In this instance, the failure is not attributable to normal wear and tear.
  
  On April 21st we spoke with him directly to more clearly explain our reasoning for not covering his claim. Although it is not our policy to do so, we also refunded his deductible as a good faith gesture since he is a newer customer.
  
  We understand that it is upsetting when a claim is determined not to be addressed, and we appreciate ********* taking the time to speak to us.
  
  Respectfully,
  ****, Customer Relations
  

  Customer Answer

  Date: 05/01/2025

   
  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:04/04/2025

  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 an existing contract with Cinch. I submitted a service request for a microwave that stopped working in June 2024. The microwave is a microwave/oven combo. The first company assigned stated it doesn't work on microwave/oven combos and the ticket was reassigned to another company (*********). The tech made multiple trips and replaced multiple parts but wasn't able to fix the microwave. After the last repair, the tech never returned and the ticket was closed. I called Cinch and the ticket was reopened with ***** Service. A service tech came out to diagnose the microwave and ordered multiple parts. The parts arrived but one part was back-ordered. The service tech stopped by a few weeks later to check on the parts, stated one part was still back-ordered, and call when the part arrives. The part never arrived. I checked the ticket and noticed ***** had closed the ticket. I also received emails from ***** requesting I return the parts. I again followed up with Cinch and ***** was reassigned the ticket but never showed up. I would like to add that ***** stated in its diagnosis that the ticket was closed because they did not have an address, telephone number and could not contact me. However, ***** was able to contact me during its initial visit and had parts shipped to the house. In March 2025, I called Cinch stating the microwave was not repaired. Cinch reopened the ticket and assigned another company (ER Appliance), stating another company needs to come out to verify the microwave cannot be repaired before the microwave can be replaced. ER Appliance technician came out to diagnosis the microwave. The tech looked at the microwave and I provided background on the issues with microwave. He looked at the parts ***** ordered and stated he needs to return because it's a two man job. The company never returned and closed the ticket four weeks later after I followed up with Cinch. Cinch is now stating another company needs to come out to look at the microwave.

  

  Business Response

  Date: 04/17/2025

  We are in receipt of Mr. ****** complaint regarding his microwave/oven combination unit. We regret any frustration this experience may have caused.
  
  Due to the unique nature of this appliance, multiple service providers were engaged in efforts to complete the repair. While parts were ordered and several repair attempts were made, unfortunately, a successful repair could not be completed. We acknowledge that there were delays and communication issues among the service providers that contributed to the extended timeframe and Mr. ****** dissatisfaction.
  
  We have since taken steps to resolve this matter. After reviewing the claim history and the challenges experienced, we moved forward with a resolution in line with ********* ********* Rather than accepting a comparable replacement model, he elected to accept the claim credit buyout option, which was processed accordingly. The funds have been received electronically, and as such, the claim has been completed and resolved.
  
  We appreciate ********* patience throughout this process and are committed to using this experience to improve service coordination with both customers and third-part providers.
  
  Respectfully,
  
  ******, Customer Relations

  Customer Answer

  Date: 04/30/2025

   
  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.

  Company provided funds to replace the microwave/oven.

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

• Initial Complaint

  Date:04/04/2025

  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 filed a repair request in late February for technician to repair my washing machine because the drum knocks during the spin cycle. First, the repairman (at Refresh) had to reschedule because his truck was out of service. Then, when he did show up, he was in and out of my house in 10 minutes or less. He told me that the floor was unleveled and caused the knocking and, that he took a car brake pad off my basement shelf and stuck it under the washer to level the washer. He even showed me a picture of where he took the brake pad from. First of all he did not ask permission to use my brake pad. I told him that I was not satisfied with his service and that I will speak with his supervisor about this matter. To my surprise, when I finally got through to Cinch to complain and advise that the drum is still knocking, they transferred to their claims department who advised that the claim has been closed. And, because the tech wrote that the floor was uneven (an uncovered loophole), this voids another look and that they will be declining my request for another look at my washer; unless, I pay another $150 service *******, my washer will not go into the spin cycle so, I called Cinch 4/4 to again complain that my washer is still not working properly in hopes that they will honor my first request to have my machine properly repaired. Again, the *********** is denying service without paying an additional $150 for a new claims request. I have been a customer of theirs for over 10 years and am very disappointed and displeased. I feel robbed because of the misappropriation of car brake pad, the lie the technician told and hurt from the poor service given to a long time customer. Since ********************** refuses to really repair my washer, I would like a full refund of $150 and the replacement cost for my car brake pads.

  

  Business Response

  Date: 04/17/2025

  We have received Ms.Buckners complaint regarding the service job for her clothes washer. Please know that we understand the importance of ensuring a thorough diagnosis is performed in order to assess a covered item for a mechanical failure due to normal wear and tear. We recognize her displeasure with the technician utilizing a brake pad he found in her home as a means to level the clothes washer. This is not an approved method of repair, and we sincerely regret this event occurred.
  
  With respect to covering the clothes washer for repairs or replacements; there must be a diagnosable mechanical failure due to normal wear and tear in order for warranty coverage to apply. In this instance, it was determined that the reason for the unit moving and shaking is due to it being on an unlevel floor. This would not constitute a failure with the machine, and therefore there is nothing for the warranty to cover at this time.
  
  As a customer ********************** gesture, we have authorized a second opinion to assess the clothes washer, and we are currently awaiting the technicians report.
  
  We spoke to the contract holder, Mr. ********* on April 16th and will follow up on the outcome of the most recent visit. We appreciate the opportunity to address this complaint.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 04/30/2025

  The company sent someone else out to re-evaluate the situation and have come up with a reasonable solution. So I am now satisfied with their actions.

  Customer Answer

  Date: 05/01/2025

   
  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.The company sent someone else out to re-evaluate the situation and have come up with a reasonable solution. So I am now satisfied with their actions.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:04/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  CINCH WILL NOT HAVE YOUR BACK BUT WILL TAKE YOUR MONEY I have several contracts with Cinch and recently filed a claim for service regarding a gas leak. Days ago, they claimed they could not find a repair company, so they allowed me to locate one. Interestingly, I had no trouble finding several vendors in the area to test and repair the issue.After the vendor diagnosed the problem and I submitted the required documents, Cinch informed me that we would need to be without heat for up to seven more days before they would even decide on approval. I also noticed that they changed the date of my service request to make it seem like I just called them.I am very disappointed with their service right now. We are doing everything we can to prevent our pipes from freezing while we wait to see what their next move will be. Also do not be fooled by the new "personal claim manager" its just a way to keep you going in circles .

  Customer Answer

  Date: 04/13/2025

  I waited for nearly two weeks with no heat and no hot water all while Cinch claimed to be reviewing a simple claim. Each time I logged into their portal they changed the original claim date to the current date to give the appearance that the aged claim is current. They simply passed me around to different uninformed people giving the same "canned" response"  "we will review your claim".  After endangering my person and property for nearly 2 weeks by being in the "review" process we finally had to borrow money to pay for the 3,300-repair bill.  Now we are in another review process.  Anyone interested in my documentation and recorded voice conversation to support their claim that Cinch is infected with dishonesty is welcome.

  

  Business Response

  Date: 04/25/2025

  We received Mr. ******* complaint regarding his gas line leak. Please know we would never purposely hinder the resolution of any customers claim. Due to the type of claim he submitted we extended the authorization to have a local technician come from outside the agreement as a way to expedite repairing the issue. We have not changed his service request date in our system, but as a result of opening a new job to accommodate this change the date may reflect the most current opening. Rest assured our records show the initial date service was requested.
  
  We have been working with Mr. ****** directly since April 4th and have received the documentation he submitted. After reviewing the information, we have approved to provide him with the cap amount that his warranty allows for the type of work that was completed. The check has since been delivered.
  
  Should Mr. ****** need any further assistance, he retains our direct contact information.
  
  Respectfully,
  ********,Customer Relations 

  Customer Answer

  Date: 04/28/2025

  The response from Cinch is true in part. They did forward payment of ******* of a ******* bill from the plumbing contractor. The response was false as to them working with me complete lies.  They played games for 3 weeks claiming they were reviewing the claim while my home went without heat in freezing temps. Anytime I check the Cinch site for updates the claim date changed to that current to give the appearance that the claim was new.  They would have multiple people call me with the same script.  I will be moving on from these people.  In reality they should have paid the entire claim.  

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23159223
  
  The response from Cinch is true in part. They did forward payment of ******* of a ******* bill from the plumbing contractor. The response was false as to them working with me complete lies.  They played games for 3 weeks claiming they were reviewing the claim while my home went without heat in freezing temps. Anytime I check the Cinch site for updates the claim date changed to that current to give the appearance that the claim was new.  They would have multiple people call me with the same script.  I will be moving on from these people.  In reality they should have paid the entire claim.
  
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:04/03/2025

  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.

  Filed a claim with Cinch Home Warranty regarding a grinding metal noise my washing machine was making. I paid $150 service call deductible. Technician arrived. Started machine and heard sound. Told me that it had to do with balancing and water level sensors and that it could not be repaired. We discussed what kind of replacement machine I should look at. Technician NEVER removed washer panels or anything to further investigatehe ONLY listened to the sound. He asked if it was working and I responded that when I heard the noise I let it finish the cycle to let the water out and I have not used it since.Cinch denied the claim due to the fact it wasnt normal wear and tear, nor a mechanical issue. The technician photographed a coin in the drum and told the warranty company that was the cause and that it wasnt normal wear working and that it only had a noise. The only way to appeal is to hire my own repair person and submit a report with no guarantee that they will approve it. I spoke to several representatives on April 3 regarding the denial of claim. Additionally, I requested cancellation of my account effective at the end of the billing cycle and the representative ******* canceled it immediately. They refuse to reimburse even a prorated amount of my monthly charge. How can they deny a claim when the washer was not even evaluated for mechanical issues? The coin was removed and it still makes the grinding noise. I wound up having to purchase a new washing machine, which they should have issued payment credit for.I thought I would have better luck with Cinch because of better reviews than other companies, but the customer ********************** is terrible and their repair people are unqualified. I am requesting at least a PARTIAL credit of $500 towards the cost of a new washer, the prorated amount of unused coverage prepaid for this month and the service call deductible (since the technician didnt even evaluate machine). A comparable washer model is between $600-$700

  

  Business Response

  Date: 04/17/2025

  We are in receipt of Ms. ******* complaint regarding her clothes washer claim. Upon review of the service history, a request was initiated for a grinding noise coming from the washing machine. A licensed technician was dispatched, and it was reported that during the visit, it was observed that the machine was functioning, cycling properly, and completing its wash cycle. The technician noted that Ms. ****** confirmed the unit was working properly but making an unusual noise. The grinding noise was determined to be caused by coins lodged between the tub and agitator. This is not considered a mechanical failure, nor does it fall under the definition or normal wear and tear as outlined in Sections 3.1 and 7.4 of the Agreement. As a result, the claim was properly denied.
  
  Ms. ****** was advised that she may seek a second opinion at her own discretion and submit supporting documentation for further review. While this is part of our appeals process, we understand that she elected to replace the washer independently and subsequently cancelled her policy. We respectfully note that monthly charges are not billed in advance, so there was no prorated refund due at the time of cancellation.Additionally, there are specific terms and conditions regarding cancellation,and Ms. ****** does not meet the criteria for a reimbursement.
  
  While we regret that the outcome did not meet the Ms. ******* expectations, the claim was adjudicated in accordance with the terms and conditions of the service agreement. The deductible payment was applied for the technicians diagnostic service, which was completed and paid to the provider. While a refund of the deductible is not our standard procedure, even when a claim is denied for non-covered causes, we have processed a refund of this payment as a customer concession. These funds will be returned to the card that was charged within 3 to 5 business days.
  
  We appreciate the opportunity to address this matter and consider it closed at this time.Should Ms. ****** have additional questions regarding the policy or claim outcome, we remain available to assist.
  
  Respectfully,
  
  ******,Customer Relations 

  Customer Answer

  Date: 04/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and if the $150 refund is delivered,  this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting for my mom who is 78 and does not have a computer. She lives on social security and has been a customer of ********************** and the previous company, Homesafe Services for about 10 years to help her manage expenses. Her A/C went out on Feb. 13, 2025. It was already hot that day in ******* where she lives. She called for service the next day and the tech showed up on Feb. 18 and said the unit was not repairable and needed to be replaced. She was told it would take several weeks. She waited patiently and heard nothing back during that time. I told her she needed to call and make sure she had not been forgotten. Finally a second tech showed up on March 31, this time from a different provider company. He knew nothing of the first tech coming and said the same thing--the unit is not functional and needs to be replaced. Now ******* is experiencing record heat--yesterday was 92 degrees. My mom is retired and home all day with her dog. It is unthinkable that a 78 year old woman has been waiting for 48 days now to have her A/C replaced and the company is still shopping for parts on an old unit instead of replacing it after 2 different providers told them the unit needs replacing.

  

  Business Response

  Date: 04/17/2025

  We are in receipt of Ms.Valentinos complaint regarding the recent service request for her mother, ********* ****** Ms. ***** is a valued, long-time customer, and we sincerely apologize for the concern and frustration caused by the delays she experienced.
  
  According to our records, the initial service provider determined that the air conditioning unit was not repairable and recommended a replacement. However, due to a conflict of interest identified with that provider, the work order was reassigned to a different service company. We regret that Ms. ***** was not made aware of this change and apologize for any confusion or inconvenience it may have caused.
  
  A second ********** from the new provider assessed the unit and confirmed it was non-functional due to a leak in the evaporator coil. Following that assessment, we worked diligently to coordinate the necessary repairs in accordance with the terms of the home warranty plan. We are pleased to confirm that the evaporator coil was successfully replaced on April 15, 2025.
  
  We attempted to contact ******** by phone and left a voicemail to confirm that the repair was completed,and that the system is functioning properly. While we have not yet received a response, we have received confirmation of successful completion from the assigned service provider.
  
  Should Ms. ***** or ************ have any remaining concerns or require further assistance, we encourage them to contact us directly.
  
  We value Ms. ***** as a customer and appreciate the opportunity to address and resolve this matter.
  
  Respectfully,
  
  ******, Customer Relations