ComplaintsforCinch Home Services, Inc.

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have a warranty that covers our refrigerator. It was a brand new product that we bought 2 years ago.since the purchase it has been serviced 3 times, First the compressor was replaced , second the mother board, now the compressor is out again. The warranty department said they will not replace the refrigerator because they ordered parts. Well, it's been over a month. we have no refrigerator, it's been over 100 degrees we are living out of coolers with ice. We explained we lost $200 in food and I received an e-mail that food lost is not covered in my warranty. I have small children and it has been a terrible inconvenience. I feel we have been more then patient with the the lack of empathy and they continue to keep us spinning our wheels. Today is the 13th of August. Cinch said, if we didn't receive parts today they would put in a request to replace the unit. Now, they told us today the parts will come on the 16th. they were very rude and we feel so outraged and disappointed that we spent money with *****. This company Cinch is whom ***** uses to hold warranties for their products. it's the worst experience ever. Please help us to resolve this issue. I will not purchase any products from them again. I will attach my warranty and the e-mail where they refused to pay for my spoiled food. We really want a replacement refrigerator ASAP!Thank you,***************

  Customer response

  08/19/2024

  On this past Friday August 16th a technician from ***** came to our home he replaced 4 parts in our refrigerator. Hopefully, this will hold up. I'm reaching out to give an update that for now our refrigerator is working after the replacement of parts. Thank you for handling our complaint and we appreciate your help in this matter.

   

   Again, Thank you!

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

• Initial Complaint

  08/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Filed a claim with Cinch for a range repair June 2024. The servicing provider ***** came out on July 1st and said the range would likely need to be replaced. Repairs require 5 parts. ***** made another appointment for 7/16 and attempted to find parts. ***** contacted me prior to 7/16 and said some of the parts could not be found so documentation was sent to Cinch on July 9th stating it would need to be replaced. ***** informed me my follow up appointment had been canceled. I contacted Cinch who stated I was incorrect my appointment was scheduled for 7/16 and I needed to be home for the appointment. **** did not come on 7/16 and I missed work on 7/16 and 7/22 because Cinch told me I had a follow up appointments and needed to be home. I have made several attempts to get the range replaced and Cinch keeps changing their story and telling me different information is needed. I have been without my range almost 6 weeks and cinch keeps ignoring my concerns. I spoke to who was supposed to be a supervisor on 7/31 who informed me I would receive an email within 48 hrs regarding my claim and I still havent received anything. I called back on 8/6 and the representative told me they would make a decision by the end of business on 8/6. Today is 8/10 and I still dont have anymore information. I just called Cinch Today 8/10 and the representative I spoke to said they are waiting on information regarding parts which was received on 7/9 from ****** I really need help resolving this issue. I am without a range for 6 weeks have paid my monthly premium of $65.32 each month and have paid my deductible of $150. I feel Cinch should reimburse me my monthly premium for last month and this month and my deductible because they are refusing to provide me with a solution.

  Customer response

  08/16/2024

  I have contacted Cinch Home Servicing today 8/16/2024 and the representative is still telling me that they are awaiting additional documentation regarding parts which ***** has told them could not be located.  The representative also told me my service request has been completed and when I look on the Cinch portal it stated request completed and nothing has been done but my monthly premium of $65.32 was charged to my card on 8/15/2024 despite them not doing anything to assist with my claim. The account is under my husband's name ***************************** email address associated with Cinch is *********************.  

  Customer response

  08/20/2024

  I called Cinch Home Services on yesterday 8/19 and spoke to ********************* ********************** Representative who for the first time during this ordeal made me feel valued and as if I had valid concerns.  ****** listened to me she called the servicing provider and when she realized I would have a long hold time asked if she could call me back after she researched some more.  ****** called me back as promised and told me the servicing provider had already provided the needed information.  She then escalated my concerns to her supervisor because she was unable to contact the authorization department a supervisor had to handle it.  Her supervisor (I believe his name was *****) did his own research and was equally as helpful and handled my concerns with care.  He told me he spoke to ***** in Authorization provided ***************** the information he had obtained from the servicing provider and ***** assured him I would receive an email providing an update in ***** hrs.  I received an update within 6-8 hrs.  It appears because of the hard work of ****** and ***** they were able to get some much needed answers for me after 7 weeks without my range.  

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Requested service from cinch on July 22 because the ** stopped cooling. A technician couldnt be scheduled for over a week. ***** came out on July 30 and said it was the compressor and our system was too old to find replacement parts. Cinch sent a second company to confirm the diagnosis on August 1st. He confirmed it was the compressor and told us it could be repaired with a generic compressor with some work. It has been in the Cinch research department since waiting to find/order the part. Which their customer ********************** **** says will take ***** days to complete. And of course there is no higher level person I can talk to about it. It has been 16 days with no ** or timeframe for repair.

  

  Business response

  08/20/2024

  We have received Ms. ****** complaint and appreciate the opportunity to bring clarity to this situation. Foremost, we regret to hear that she is dissatisfied with the claim process. Ensuring our customers a stress-free, efficient ********************** is our priority, and we apologize that we fell short in this case. The compressor that was initially ordered to repair the system was found to be on backorder. We were able to source the compressor through a different distributor, and did not intend to make ************** wait on the backordered part. Our records show that the repair has been completed, and multiple attempts to reach her to verify the system is now working properly have been made. Most recently we tried contacting her by phone on August 20th,and left another voicemail message with our direct contact information should she need further assistance.
  
  Respectfully,
  ****, Customer Relations 

  Customer response

  08/21/2024

   
  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

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our less than 2 year old Refrigerator/Freezer stopped working on May 26. Cinch has had two different service providers attempting to fix it in 8 separate service visits and nothing has worked. They refuse to replace the refrigerator stating that it is at their discretion to repair or replace. As of today, their response to our request to replace it was that they haven't had anyone tell them they can't fix it.Over two months without a freezer is unacceptable. We lost all of our food and have to go out every day and buy our day's supply of food. We have requested to speak to a supervisor twice and no one has returned our call as promised.

  

  Business response

  08/19/2024

  We have received Ms. ******** complaint regarding the service job for her refrigerator, and a thorough review of the history of the claim has taken place. We recognize that it may be frustrating for a covered item to undergo multiple repairs, and please know that this course of action is not intended to delay resolution of a claim. Oftentimes, repairs are the most expeditious manner in restoring a covered item to full functionality. After investigating Ms. ******** service job, we determined that in this instance,the best course of action is to offer a replacement refrigerator. The process for this is that she will receive an email with a model number we are offering,or if she would prefer, she can elect to receive a cash buyout in lieu of the comparable replacement. On August 19th we reached out to her by phone to make her aware of this update. We were unsuccessful in speaking to her, and left voicemail messages with our direct contact information.
  
  We appreciate the opportunity to address her complaint and assist in resolving this matter.
  
  Respectfully,
  ****, Customer Relations 

  Customer response

  08/20/2024

   
  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

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  July 2, 2024, Cinch ****** Home Warranty-Contract number: ******** - Service Job ID: **************** offered me a replacement refrigerator or a credit buyout of $1,099. I chose the replacement refrigerator. ****** notified me by text of a delivery for August 10, a bad date for me which I wanted to change. Also, I wanted to add a request for a "haul away". July 23, I received an e-mail from Rose, a Customer Advocacy Specialist with **********************. I contacted her on July 24 and she provided me a ****** telephone number of ************ and a ****** order number of ******************. I have repeatedly (more than three times) tried to reconnect with **** (voice mails and emails) but not heard back. I have repeatedly tried the provided ****** tel number which rings and is never answered. It is a ******** (***********) number but I live on the ********** and the ****** is in ****/kailua. I have researched and called multiple ****** numbers and never reached anyone.I'm so frustrated and angry that I have now decided I want the cash of $1.099 plus compensation for the hours I have wasted since July 24 trying to TALK TO SOMEONE - anyone, at either Cinch or ******. Per a consulted attorney, I can request the highest hourly rate I've ever received, $127.00/hour. I've spent over five hours but I'll hold to five hours for $630. Total requested: $1.729. And would someone kindly let ****** know that the August 10 date is no good!I don't lnow how to attach ****'s email within this application.

  Customer response

  08/09/2024

  I wish to withdraw this complaint; i.e., I would like this canceled.  They (both Cinch and ******) have finally been in touch with me and I have a delivery date of my choice.  I don't know if contact was prompted by this BBB complaint...

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

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My a/c unit went out 7.4.24. I made the call for service & paid $150 which is my deductible. My appointment was schedule for 7.8 between the hours of 12-3 I believe. Cinch contacted ***************** to do my home repair. It took them 2 days just to get my report in to Cinch due to error on their end in not getting it in on time. On 7.10.24 I had to pay another $100 as it was no longer a repair but a replacement. For the next 3 weeks, I have been getting conflicting stories on if the parts have been order, waiting on authorizations & even finding the parts. My whole unit has to be replaced. I have contacted them numerous times...at least 3x's a week to get updates because it has now been 1 month, I'm unable to live in my home due to having no air. The temperature where I'm located has been in the upper 90's and I do have children. I find it unacceptable that this has not been resolved yet. As of today I still have not received in the mail as they said I would receive what my out of pocket costs would be. I only learned what that would be from the case manager on 7.25 which would range from $1200-1650. I just think its unprofessional as to how this is taking. I been told their trying to locate the parts. Its just unacceptable at this point. I pay a montly bill & feel that my repair should not take 1 month or more.

  

  Business response

  08/17/2024

  We have received ****************** complaint regarding the claim process for her air conditioning system, and have completed a review of her case. Our records reflect the information she provided stating that there was additional information needed from the service company to move forward with the replacement of her system. Once that was received, a replacement air conditioner was ordered. **************** was responsible for a replacement deductible, which is the additional $100 deductible she references. There were also out-of-pocket costs, which are common with air conditioner replacements, for which she was responsible. The information outlining such charges can be found within her warranty agreement.
  
  **************** worked closely with a member of our case management team to see this brought to a close. On August 14th her case manager spoke with her and confirmed the new system has been installed and is working properly at this time.
  
  We appreciate the opportunity to address her complaint.
  
  Respectfully,
  ****, Customer Relations 

  Customer response

  08/19/2024

   
  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

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 7/8/24 our ** unit stopped working. It was an old unit that came with the house when I purchased it in 2016, and I decided to get a home warranty almost solely because I knew the ** unit would need work/need replaced at some point. I put in a service request through Cinch to have someone come out to look at the unit, but the provider could not come until two days later, and it was 95 degrees outside. Given that they couldn't get someone out in a timely manner, I called Cinch to ask if I could use an outsider provider and be reimbursed, which they told me I could. I had someone come out that evening to try and fix the unit, but it unfortunately couldn't be fixed and needed to be replaced. I called Cinch the next day to try and follow their process, requesting again for someone to come out and take a look. Again, they could not get a service provider to our house until a few days later and the heat was becoming almost unbearable. I asked again about working with an outside provider and submitting a claim for reimbursement and was told (on a recorded line) that I could move forward with another provider and submit a claim. With their approval, I reached out to the outside provider, who replaced the unit on 7/11/24. When I submitted the claim to Cinch, they denied my claim and I'm honestly still not sure why. I've tried speaking to several customer ********************** reps, asking them to listen to the recorded calls, expressing my frustration, and asking for reimbursement, but I have yet to get anywhere. I have been paying over $500/year for Cinch for the past 6 years, for what? They instructed me to go ahead and move forward with an outside provider, only to deny my reimbursement claim. I am considering filing a small claims lawsuit. As you can imagine I am BEYOND frustrated, and am now having to pay $8K out-of-pocket with no help from Cinch.

  

  Business response

  08/14/2024

  We are in receipt of Ms. ******* complaint and conducted a thorough review of her case and the recorded calls. Unfortunately, our representative did not adhere to the standard reimbursement process for work completed by an outside vendor, which led to confusion. We understand her frustration and apologize for the inconvenience.
  
  Following our review, we have approved a reimbursement for the covered replacement costs. In this instance, when replacing an item, Ms. ******* policy provides coverage for a comparable replacement model and the associated labor charges. We contacted **************** on August 14th but were unable to connect. We left her a voicemail message and have sent a follow up email to update her with these details.
  
  We recognize the impact of this situation and are committed to resolving the issue fairly.
  
  We appreciate the opportunity to review her case.
  
  Respectfully,
  ******,Customer Relations 

  Customer response

  08/15/2024

   
  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

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a home warranty which includes a $100 deductible per instance. Filed a report on my garage door and paid the $100 deductible. When the service company they choose came out said garage door opener was fine it was the door itself which was not covered so I would have to pay 100% of the cost which I did. Cinch did not have to pay anything but said my deductible was non refundable even though they didn't cover anything. So I basically paid $100 to them for nothing and they refuse to refund or even let me talk to someone to explain their reasoning

  

  Business response

  08/09/2024

  We are in receipt of Mr. ******** complaint regarding his recent experience, and we appreciate the opportunity to provide clarification.
  
  The policy purchased by ****************** specifically covers the garage door opener, not the garage door itself. This distinction is outlined in the terms of their home warranty agreement. As the service companys evaluation determined that the issue was with the garage door and not the opener, the service needed was not covered under the warranty.
  
  The deductible paid by ****************** is non-refundable, as specified in the terms of the agreement. This policy is in place to cover administrative and service-related costs associated with processing claims, regardless of whether the repair is covered under the warranty. This practice is consistent for all claims and is outlined in the policy.
  
  We understand Mr. ******** frustration and regret he feels he has not been able to discuss the matter thoroughly. As a one-time customer ********************** gesture, we are refunding his deductible payment which will be returned to the card charged within 3 to 5 business days.
  
  ****************** has been provided with this update, and we have sent him an electronic copy of his Declarations page and policy for review. We encourage him to follow up directly should he have any questions regarding the coverage details.
  
  We appreciate the opportunity to review his case.
  
  Respectfully,
  ******, Customer Relations

  Customer response

  08/13/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  7.29.24 I contacted Cinch home warranty to cancel my account. I originally had Total Protect Warranty. About 3 years ago the billing on my credit card went to Cinch Home Warranty. No paperwork or explanation of our working relationship was provided. Approximately 2 months ago I had unsatisfactory service provided to me from Cinch regarding repair of my air conditioning. The first repair service they provided was not reputable and did not repair the *** My repair was delayed 3 days on 90 days. I was unsatified with Cinch and have chosen a different warranty company. On call to Cinch on today's date 7.29.24 they have claimed there is a cancellation fee for my service of $275. I have faithfully paid my monthly fee. I never signed an agreement regarding cancelation. I need assistance of BBB to correct this wrong behavior of Cinch. As I will no longer be covered by Cinch services, I believe Cinch should have no further claim to any fees. Please provided due process of law to correct this company practice.

  

  Business response

  08/09/2024

  We are in receipt of ******************** complaint and appreciate the opportunity to address his concerns.
  
  To clarify, our company rebranded from Total Protect to Cinch Home Services approximately three years ago. During our transition, all existing agreements and coverage were maintained under the new brand name, and our customers were notified of this prior to the change taking place. We apologize if this transition was not clear as intended.
  
  Regarding cancellation, ******************** policy includes specific terms and conditions.Since claims were paid on his behalf, the cancellation fee applied aligns with the terms he agreed upon when he enrolled in the policy.
  
  We sincerely regret ******************** claim experience was not what he expected it to be and value his feedback.
  
  Respectfully,
  ******, Customer Relations 

  Customer response

  08/13/2024

   
  Complaint: 22066549
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/25/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We have paid Cinch Home Services a monthly fee for 2 years for a Home Warranty. Today we requested service for our Central a/c, paid the required $100 service fee and was told that the assigned service provider can not come look at the until for 20 days. 20 days. In the middle of the summer when its 95 degrees. When I called to ask if it was possible to assign another service provider or find an earlier time, I was told I had to wait 48 hours and then they hung up on me. This is the service Im paying for? I need them to make reasonable efforts to provide an in-network service professional to service our claim as is stated in our contract OR authorize us to utilize an out-of-network provider. And I need all of this to happen in a manner thats expedient and more professional than hanging up in their paying customer who has a contract ensuring **********************.

  

  Business response

  08/08/2024

  We are in receipt of Mrs. ******** complaint. We understand the urgency of the situation and sincerely apologize for the scheduling issues she initially encountered. Understanding the importance, we arranged for another service company to provide an earlier appointment, which was confirmed for July 28th.
  
  On July 28th, the service provider reported that the air conditioning unit was functioning electronically but had low refrigerant. A pound of refrigerant was added to resolve the issue. After service was completed, we attempted to contact the ******** by phone and email to confirm the issue was resolved and that their air conditioner is working properly. Unfortunately, we have not received a response. The service provider confirmed the job was completed successfully.
  
  Should ******************* experience any further issues or require additional assistance, we encourage her to follow up directly.
  
  We appreciate the opportunity to review her case.
  
  Respectfully,
  ******, Customer Relations 

  Customer response

  08/19/2024

   
  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.
  

  it should have been a foregone conclusion however that it would be unacceptable to wait 2 weeks for a repair and I should not have experienced the struggles that I did in order to change providers. No one in the call center was helpful and the only way I was able to expedite was to file this complaint and post on social media. 
  

  The second service provider was completely unresponsive and the third service provider was the one who actually solved the problem.
  
  Sincerely,
  
  ***************************

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