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

• 

  HMS National

  Homegard Warranty Dallas, TX 75284

• 

  HMS HOME WARRANTY

  PO Box 843956 Dallas, TX 75284

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:03/28/2025

  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 is a Home Warranty company and my washing machine needs repair. I paid the $150 deductible, the service provider came out and could not fix the issue. The contract says they will replace the device they can't fix and they have yet to do that. I have repeatedly called spending hours on the phone only to be told they are waiting for approval from the authorization department.

  

  Business Response

  Date: 04/08/2025

  We have received Mr. ******* complaint regarding the claim process for his clothes washer, and sincerely regret the delays that occurred in seeing this matter resolved. The technician initially replaced a control board, but unfortunately that did not resolve the problem. It was later determined that the frame on the unit was damaged beyond repair. Regrettably, it took longer than average for the review for replacement to take place. We have since approved to replace the unit, and Mr. ****** accepted the cash buyout in lieu of the replacement model we offered. He can expect to receive his check by April 22nd. As a one-time customer ********************** gesture, we also refunded his deductible, which will process back to the credit card on file by April 15th.
  
  On April 8th we spoke to him directly to listen to his concerns, and appreciate the opportunity to respond to his complaint.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 04/22/2025

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

• Initial Complaint

  Date:03/27/2025

  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.

  6-6-2024 Our air-conditioned quit working. The united we had was a Carrier unit. Model # **HBB342A300 it has an AC and Heatpump. They replaced it with a unit that does not have a heat pump. We just found this out today when we went through this same warranty company Cinch to do routine maintenance told us the unit we have now doesn't have a heat pump. They replaced our AC/Heatpump with a unit that is only AC and now they are saying it's our fault like we were supposed to know the difference and saying we accepted the wrong unit so now there is nothing we can do.

  

  Business Response

  Date: 04/10/2025

  We have received Ms. ******** complaint regarding the service job for her HVAC system. Please know that we recognize the impact that this situation has had on Ms. ******** and we would never intentionally allow for an error of this sort to occur. In instances such as this, we review our processes to ensure these problems do not reoccur. Since submission of her complaint, she has been working with our ***************************** to rectify the matter. We have approved to replace the system with the correct heat pump type system, and will be covering all costs related to the new install.
  
  We will remain in contact with her until this matter is fully resolved.
  
  We appreciate the opportunity to address her complaint.
  
  Respectfully,
  ********* Customer Relations 

• Initial Complaint

  Date:03/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 17, 2025, I made a ***** Home Warranty appointment to fix our washing machine. To have a tech come out, a $100 deductible is required. After the deductible was paid, a tech was scheduled to come out on February 19th. The tech came that day and said the washer needs a new water pump and the part needs to be ordered. He said it would be about two weeks. After he left, I got a text saying my appointment has been scheduled now for March 20th. It turns out the part is on back order. Come March 20th, they reschedule it yet again to March 28th with the same comment, the part is on back order. I checked the status today, March 27th, and now it got rescheduled to April 9th with the same comment, the part is on back order. I tried canceling the appointment, but it will not let me. I want to have my $100 refunded and cancel the warranty plan as we are done dealing with them.

  

  Business Response

  Date: 04/09/2025

  We have received Mr.Crisantis complaint regarding the claim process for his clothes washer. Please know we understand the urgency of resolving his service request, and the value of his time. We recognize that having to wait on parts that may be on back order creates a significant imposition with a major home appliance. As a customer ********************** gesture, we refunded his deductible and per his request, his account has been set for non-renewal. We have been in email communication with Mr. ********* and he advised he wishes to cancel the repair appointment for the clothes washer. We have submitted a part return request, and upon the part being picked up, we will process a claim credit payout for the cost of the repair for Mr. ********* as he is still eligible to receive the benefit of his claim.
  
  We sincerely regret to lose him as a customer, and appreciate the opportunity to address his complaint.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 04/09/2025

   
  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:03/25/2025

  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 Services Warranty Company expressed that I would be receiving a check. However, it has been 33 days and still no check for a "buyout" option

  

  Business Response

  Date: 04/07/2025

  We have received Ms.Trexer-Morans complaint regarding the check she has been anticipating receiving for the service job for her clothes washer replacement. We sincerely regret the delay in her check being received. We ensured a stop payment was placed on the previously issued payment, and requested the new check be sent to her via *************** for expedited shipping, and to ensure a tracking number is attached.
  
  Weve spoken directly with Ms. ************ via phone regarding this matter, and appreciate the opportunity to address her complaint.
  
  Respectfully,
  Victoria, Customer Relations
  

  Customer Answer

  Date: 04/18/2025

   
  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,
  
  *** Trexer-*****

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My warranty claim was denied based on the information below. According to the explanation provided, the claim was denied on the basis that the damage was caused by my dog urinating on the outside unit. I would like to respectfully contest this decision, as I believe this type of damage should not be considered an exclusion under the policy. The unit is installed outdoors, where exposure to environmental elements and animals is unavoidable. Additionally, there is no clear language in my contract indicating that damage caused by a household pet, especially incidental outdoor contact, voids coverage.I kindly ask that you review this claim again, taking into consideration that:The unit is designed for outdoor use and exposure.The damage occurred under reasonable and expected circumstances.There is no explicit exclusion in the policy that applies to this situation.

  

  Business Response

  Date: 04/07/2025

  We have received Ms. ****** complaint regarding the claim for her HVAC system, and our decision to decline coverage based on the failure being attributable to animal damage. Per the terms and conditions of the warranty agreement, and in order for a claim to be addressed, the failure would have to have been caused by normal wear and tear. The terms of her policy do explicitly exclude any failures resulting from animal damage per section VII,subsection 4. The service company submitted pictures, which shows an arch-shaped corrosion pattern at the bottom of the unit. This type of corrosion pattern is indicative of pet urine damage, which is not considered normal wear and tear.
  
  Due to the indisputable evidence presented, we are unable to overturn the decision, and our decision not to extend coverage is upheld.
  
  Weve made multiple attempts to reach Ms. ***** by phone unsuccessfully and have also sent a Tried to Reach You contact request by email communication. Unfortunately, we have not yet received a response to our messages.
  
  We appreciate the opportunity to address her complaint and explain our position.
  
  Respectfully,
  ********, Customer Relations 

• Initial Complaint

  Date:03/23/2025

  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.

  Dear Better Business Bureau,On December 27, 2024, we submitted a service request to Cinch Home Services for our leaking dishwasher under Contract Number ********. Cinch assigned three service providersAlpha Appliance **********, Refresh Appliance Services, and Yussuff Repairs. Despite multiple visits, none were able to identify or fix the problem. Notably, the first two providers replaced the same part, raising concerns that more damage may have been done to the unit due to improper or repeated handling.After nearly three months without a functioning dishwasher, on February 24, 2025, we received an automatic email stating that our claim was denied. I contacted our case manager, ******* *******, who said she was unaware the denial had been issued and promised to investigate. On March 13, 2025, she informed us that the denial would stand and recommended we seek a second opinion from a licensed providerat our own expense. Despite being loyal customers since 2013, we were left with no resolution and no accountability from Cinch.This outcome is unacceptable. We invested substantial time coordinating with three companies and staying home from work during each appointment. With a family of four and frequent guests, not having a dishwasher for over three months has caused significant stress and inconvenience. On top of that, our kitchen wood floors have suffered water damage due to the prolonged leaking and repeated service attempts by the three different companies. I am requesting:A refund of the $150 co-pay for services that yielded no solution.A refund of the $783.88 automatically charged in January for renewal, as we no longer wish to continue with Cinch.A $400 compensation for a replacement dishwasher, as this one may now be beyond repair due to repeated service failures.Cinch has failed to fulfill its contractual obligation and left us to deal with the consequences. We deserve better treatment and a fair resolution.

  

  Business Response

  Date: 04/04/2025

  We have received Ms.Goicocheas complaint regarding the service job for her dishwasher. We have completed a thorough review of the history, and appreciate the opportunity to address this matter. We understand that it can be frustrating when it requires more than one repair attempt to restore a covered item to full functionality, but please know we made reasonable efforts to ensure her claim was resolved. After the initial repair, she reported that the problem persisted, and so a recall service order was placed with the same provider. When they arrived at the home,they were not able to replicate the leak. A second opinion was requested and the new provider replaced the circulation pump. Unfortunately Ms. ********* stated that the unit was still facing problems, and typically the process would be to send it back to the provider who last completed a repair. In this instance, another opinion was requested and the third provider advised us that they were unable to replicate the failure. They checked all water related components and everything looked to be in order. We would like to clarify that in order for the warranty to cover an item, there must be a diagnosable mechanical failure due to normal wear and tear. If a technician is not able to find a failure after a thorough diagnosis, or to replicate the failure at the time of the visit, there is no way for us to make a coverage determination.
  
  Ms. ********* was assigned a case manager who assisted her throughout the process. Her case manager authorized a fourth opinion who found the drain line to be clogged. We approved for the provider to address this matter on April 2nd. Her case manager has reached out to confirm the issue has been resolved, and on April 4th we reached out from Customer Relations, as well. We left her a detailed voicemail message and sent her a follow-up email communication.
  
  We regret that she feels her experience does not live up to the type of service she expected.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 04/15/2025

   
  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:03/23/2025

  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 retained this company May 2023. I had an issue I made several calls asking for a representative but didn't get an answer. I continued on the following day and got a recording which sent a link supposedly to pay the deductible first. I needed to talk to a representative for questions which I could never obtain a human that day. I tried more calls and got the same response. I did get past the payment part once to file the claim and gave me a service date 3 weeks out....my furnace/air conditioner was leaking tons of water there was NO WAY I could wait 3 wks. I had to retain some one for service. Then again last I had the same issue so in December I called to cancel, finally got an actual human that time after talking to a recording to cancel service. This man tried to talk me into keeping the service after I've told him several times I do not want continue giving you money and I can't get service from your company. Since I've received bills and calls for payment.

  

  Business Response

  Date: 04/04/2025

  We have received Ms. ***** complaint and, after reviewing the situation, we were unable to locate any records showing that she requested service during the period in question.However, we understand the frustration caused by the communication challenges she experienced, and we sincerely apologize for any inconvenience this may have caused. We also acknowledge that she has since made the decision to cancel her policy.
  
  To resolve this matter, we have waived the cancellation fee and have instructed our billing department to ensure that no further bills are sent to Ms. ***** We kindly ask that she disregard any previous bills she may have received.
  
  We appreciate Ms. ***** feedback and are committed to resolving this issue.
  
  Respectfully,
  
  ******, Customer Relations

  Customer Answer

  Date: 04/16/2025

   
  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,
  
  ********* A ****

• Initial Complaint

  Date:03/21/2025

  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.

  Paid deductible 2/24 was told provider would be out . Had sux confirmed appts with B&j. Electrical . I explained to them ny son passed away at this home that we did not live there. We are having to travel to meet him. We paid **** ******* $100 on march 19 to sit there all day on the last day confirmed appt scheduled 3/19/25 they never called or showed. No vm left no attempt to contact us. The breaker box is loose and flipping receptacles not working ,worried about fire.. i can provide confirmation emails of all missed appts if needed.

  

  Business Response

  Date: 04/04/2025

  We have received Ms. ****** complaint and sincerely regret any inconvenience caused by the scheduling difficulties with the assigned service provider.
  
  After reviewing the situation, we can confirm that the provider has since visited the property.During their visit, they reported that the home was undergoing renovations,with significant areas of the property and electrical system dismantled or incomplete. This contributed to the issues with the non-functioning receptacles.
  
  We have made efforts to contact Ms. ***** to address her concerns and provide further clarification.Unfortunately, we were unable to reach her directly, but we did leave a detailed voicemail message requesting a return call.
  
  As a gesture of goodwill, we have refunded the deductible payment. The refund will be processed to the original payment method within 3 to 5 business days.
  
  We appreciate the opportunity to review Ms. ****** case.
  
  Respectfully,
  
  ******, Customer Relations 

• Initial Complaint

  Date:03/21/2025

  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.

  Our refrigerator got a high temperature on 2/10 and we had to throw out a lot of food in the refrigerator and the freezer. Technician came out 2/11 and cleaned items. The next day we called back as it was up to 60 degrees again. Technician said it was working when he got here so he could not diagnose. We scheduled another appointment and it kept getting canceled or postponed. Eventually we were told they put in for a new appliance. That never happened. Technician came out and changed motherboard. Not fixed. Technician came out again and realized error code on inverter board and it ordered that and a new motherboard. Shipment arrived and technician came out but inverterboard was not there. Had to order again and was told out of stock. Found one at warehouse. Was shipped. When it arrived it was not an inverter board at all and was a hardware piece. Technician came out again on 3/19 and was told that Cinch and not ***** was trying to order part new. He recommended new fridge but Cinch insisted on finding one. Called customer ********************** 3/** and was told they found the part, it has not shipped yet, and estimated date is 4/1. As of 3/21, it has been 6 weeks since I do not have a fridge. I can't get any escalation from call center even though I have asked repeatedly. I also filed a food loss claim and that was rejected as well. I feel as though I have no recourse and this is a family of 4 with no refigerator/freezer and no end in sight for fixing it. We have had decent response from cinch in the past, but this is completely unacceptable. We would like a new fridge since they are not even sure the inverter board will fix it.

  

  Business Response

  Date: 03/31/2025

  We are in receipt of Mr.Welchs complaint. We understand his concerns with the delays in repair and the inconvenience caused by being without a refrigerator for an extended period.
  
  Since the initial complaint was filed, we have continued working to resolve the issue. As of the latest update, a comparable replacement refrigerator has been offered, which Mr. ***** accepted. The order is currently in process, and we encourage him to follow up directly should he need further assistance or experience issues with the delivery of his new unit.
  
  We sincerely apologize for any frustration he encountered throughout this process, and we will continue to monitor the situation to ensure it is fully resolved.
  
  We appreciate the opportunity to review his case.
  
  Respectfully,
  
  ******, Customer Relations 

• Initial Complaint

  Date:03/20/2025

  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 extended home warranty through CINCH Home Warranty Company.I called in a warranty claim for my heat pump originally December 2024. ***** repair was sent out. They stated it was a leak and they could not come out to access how to repair for 2 weeks. Called the warranty company they said they could not expedite it so I paid out of pocket for the repair 12/06/2024. Which was $887.00 paid invoice attached. January 15 called in new claim because unit was not heating again. I was sent an email stating they could not locate a technician to come out and I would need to find my own. Located company they came out and diagnosed the problem sent information in on 01-21-25. Quoted attached showing not repairable. I have been going back and forth with them since then. Honoring every request for for additional documentation. I paid out of pocket to to have the unit installed to wait reimbursement. I was never called located a email 03-09-25 stating they would reimburse $380 for stop leak. I called letting them know I would not accept that offer. I then found out that when the new service order was called in they attached to the old service order from December. Which was a error on there part. The customer ********************** representative request proof of the out of pocket repair which I sent in on 03-10-25. I did not receive a response back other that confirmation email that they received it. I called in for a follow up on 03-19-2025 at 3:01 PM EST. I was told that they would be sending a check for $380 and that was all the claims department would approve. I let them know that was already disputed and requested it to be escalated. I notified them I would be filing a complaint and going through to have this legally handled. I was forwarded over to a new representative name Rojen. She would not issue her last name but did give the department main number **************. She said would be disputing this issue also. I feel it is an inconvenience.

  

  Business Response

  Date: 04/03/2025

  We have received Ms. ***** complaint regarding the service job for her hvac system. Please know that we recognize the urgency of attending to her claim, and regret that the first service provider was not available to complete the repair in a more timely manner. When she placed her second service request, unfortunately we did not have availability with a network provider, and she was authorized to utilize an outside vendor. During the course of this process, there was additional documentation needed to complete our review. As she states in her complaint,initially we only approved to provide compensation based on a repair using what is known as leak stop, which seals any leaks in the refrigerant system.
  
  On March 21st Ms.**** began working with a member of our case management team and we have been able to provide additional reimbursement based on the fair market retail value of a replacement. Ms. **** has accepted our offer, and the check has been processed. She can expect to receive it no later than April 16th.
  
  We apologize for the frustration she has experienced in seeking a resolution, and appreciate the opportunity to address her complaint.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 05/04/2025

  Cinch home warranty. Completed the claim and did reimburse me over half of the cost for the replacement. I am satisfied with the outcome. Thanks.