ComplaintsforCinch Home Services, Inc.

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 8/10/24 I met with Crestline Refrigeration. This company was sent out by my home warranty company, Cinch Home Services whom recommended replacing the ** system. The claim was denied due to the system working according to the technician notes. However; the system is not performing as it should and the pressure readings are not on my paperwork but, Crestline Refrigeration reported Pressure readings that indicate an issue with the system, however; The warranty company is denying coverage based on notes stating that the system is running but barely keeping up and it is a 3 ton but should be a 5 ton system. I paid Cinch or ***** a $100 fee to send out Crestline and diagnose the system. This was in addition to the $79.99 monthly fee. Crestline is recommending replacement. I believe that due to the pressure readings, the system is not performing as it should? The high side pressure was over 300 and the low side was ******************* These pressures do not seem normal to me on a R22 system.

  

  Business response

  09/16/2024

  We have received **************** complaint regarding the service job for his air conditioning system, and specifically the coverage denial for the claim. It was found that there was no mechanical failure with the unit;however, sometimes due to age the system may be running properly and just not able to keep up. This would not constitute a mechanical failure due to normal wear and tear, which is the basic standard that must be met for a claim to be covered.
  
  On September 16th we spoke to ************** directly and offered a second opinion. He advised that he has already obtained one, and moved forward with replacing his system. He expressed his concerns with the overall process, and we sincerely appreciate his feedback. As a customer ********************** gesture, we refunded the deductible that he paid, which should process back to the credit card on file.
  
  We appreciate the opportunity to address his complaint.
  
  Respectfully,
  ****, Customer Relations
  

  Customer response

  09/16/2024

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

• Initial Complaint

  08/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I need my air conditioner Unit replaced or provide me with the Replacement value money the you said you could do.

  Customer response

  08/30/2024

  I finally  got ahold of someone in escalations and at this moment  they are working  with me.  So if it doesn't  work out I will notify you again.

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My air conditioner went out 24 Aug 2024. Called and placed a ticket and they did not schedule anybody until 28 Aug 2024. The weather is 100 degrees out and house only has the single unit. The repair guy came out and it was determined that the compressor was broken. I called the CINCH support line and asked for elevation or a supervisor to assist with determining what the resolution path will be and they stated they don't have a way to escalate the ticket. The company needs a better response. This is unacceptable.

  Customer response

  08/30/2024

  Today 30 Aug 2024 I finally received an email that stated: "Hello, ******* HUSKY HOME SERVICES LLC. has indicated additional parts are required for your STRAIGHT COOL - SPLIT SYSTEM repair. Please note, some parts may take longer than others depending on where they are shipping from. Once all necessary parts are received, they will contact you to schedule a return visit. Your provider can be reached at **************." 

  Complaint is again it took ******************************************* repair the unit and no status of when the system will actually be repaired.  Cinch needs to provide more information on whats happening.  They don't even state what the actual problem is with the ** Unit.  There needs to be loaner ** Units or something.  Cinch needs to work it out where they have contracts with rental companies when peoples stuff actually breaks.

  

  Business response

  09/13/2024

  We have received Mr. ******* complaint regarding the claim process for his air conditioning system. We understand the urgency of having a working air conditioning system, and we work in conjunction with our service partners to ensure a timely resolution to each claim, particularly for air conditioning in the summer months. We regret that the timeframe was not satisfactory for Mr. *******
  
  We also recognize the importance of timely communication between us and our customers to keep them updated on the movement of their claims. System generated text messages are sent out to provide status updates as they become available. We are sorry that it took longer than expected for Mr. ****** to receive the anticipated updates.
  
  With respect to his request to receive loaner air conditioning units, we would like to clarify that is not a service the warranty provides. The purpose of the warranty plan is to repair or replace covered items for mechanical failures they suffer due to normal wear and tear. A home warranty is a cost saving measure, but please know we acknowledge Mr. ******* concerns regarding his experience.
  
  We attempted to reach him by phone on September 13th,but were unsuccessful in speaking to him. We left detailed voicemail messages with our direct contact information should he wish to follow up with us directly.
  
  Our records show that the repair appointment is scheduled for September 16th. We will follow up to ensure it takes place and that his system is running properly.
  
  We appreciate the opportunity to address his complaint.
  
  Respectfully,
  ****, Customer Relations

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  January 25, 2024- Cinch Home Services Contract purchased for $596 Plan# ******** April 22, 2024- Claim filed for electrical work. Paid $200 claim fee. Service Order #SCCS43EA8C7A.May 10, 2024 ********* hours-- ******************* ************** ************ was assigned my claim and a technician came to residence. Repair work was granted.June 11, 2024, ********* hours- Technician completed repair work on 2 of the 3 electrical receptacles. Parts present for third receptacle did not fit. Technician informed me the part was in-stock 15 minutes from my residence at both ***** and **********. He was calling his manager for approval. Manager denied request to get part from ***** or ********** and stated it would be ordered. Appointment rescheduled for 7/11/2024.July 11, 2024, ********* hours- I received a call from Omega Receptionist at 1445 hours that part was backordered, and they would be rescheduling. Service call placed on April 22, 2024, and as of August 28, 2024, I have not been able to use lights in said room and there is a hole in my ceiling..THIS PART IS IN STOCK AT 2 LOCAL STORES. YET ******************* INSISTS ON USING THEYRE SUPPLIER AND THEY CLAIM IT IS A BACK-ORDERED PART.I have made calls to both Cinch Home Services and ******************* and have received no call backs. I used vacation days on two occasions for this service to be completed, one of which they completely cancelled on me.Completely unacceptable business practices and unprofessionalism from both companies. Cinch also will not return my phone calls requesting full refund of $796 for services that have not been completed. I respectfully request a refund so I can get a real electrical company to finish the work started on April 2024.

  

  Business response

  09/11/2024

  We have received Mr. ********* complaint regarding his electrical wiring claim. Please know that our priority is to ensure we resolve claims in a timely, efficient manner, with minimal stress for our customers. We recognize that in this instance, we failed to meet that objective.
  
  We spoke with Mr. ******* September 11th and apologized for the prolonged time it has taken us to resolve this claim. Unfortunately, the original provider proved to be unresponsive, and the service job was assigned to a new company. They have since provided a diagnosis, and are working toward completing the repair.
  
  Mr. ******* retains our direct contact information, and we will remain in contact with him to see completion of his request.
  
  We appreciate him allowing us to review his concerns.
  
  Respectfully,
  
  ********, Customer Relations
  

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Fridge freezer stopped working 6 weeks ago. Multiple tech visits with final visit today. **** said they will not pay for a compressor installation. We had &1000 worth of food spoilage, apparently not covered and its 100 degrees without a fridge. Also the first ********** made a sexual comment to my 6 month pregnant daughter. No response from Cinch on that issue. My rep. ** *** HALTHEY from Cinch and has been of no use whats so ever in fixing this problem. We are still without a fridge freezer as of today.

  

  Business response

  09/11/2024

  We received Mr. ******* complaint and regret any misunderstanding of the coverage he retains. His warranty covers mechanical failures due to normal wear and tear for his covered items; however, the warranty is superseded by any manufacturers warranty which exists.
  
  In this instance, Mr. ******* compressor needs to be replaced in his refrigerator which is still covered under a 10-year manufacturers warranty. Since his home warranty does not address items covered by the manufacturer, he would need to have this issue addressed with the manufacturer directly and his home warranty would address any non-covered labor which may apply. This information has been provided to Mr. ****** by a member of our leadership team along with the contact information for the manufacturer.He retains her direct contact information to provide documentation for any labor charges to the manufacturer for these repairs which he would like to be reimbursed for.
  
  In regard to the claims Mr. ****** made about the original service technicians behavior, please know, we take great pride in the professionalism of our staff and the trust our customers place in us. We want to assure that such behavior is completely unacceptable and does not reflect the standards we uphold at Cinch Home Services. We are treating this matter with the utmost seriousness. Their Regional Manager is taking immediate steps to review the situation, and we are committed to reinforcing our training programs to prevent any similar incidents. Our goal is to ensure that every interaction with our team is respectful and professional. We appreciate Mr.****** bringing this issue to our attention and are dedicated to addressing it fully.
  
  We appreciate the opportunity to address his concerns.
  
  Respectfully,
  ******, Customer Relations

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In late October 2020 I purchased an extended warranty on my side by side Kenmore refrigerator due to the warranty purchased with the sale was expiring. I purchased an extended warranty through ***** Home Warranty program (Plan # ********).In early April of 2024 I contacted ***** Home Warranty for an ice maker repair.April 18th a repair technician came to look at the refrigerator, found the issue. Cords in a box at the bottom of the freezer door had broken and a door needed to be ordered. I was told to expect a replacement in 2-3 weeks.May 9thhad been set for the next appointment. Early May 8 or 9th I emailed to see if this appointment was going to happen. Primarily because they have an 8-5 arrival window and I did not want to be waiting and no one show up. After finally being connected to someone I was told the appointment was canceled. Also I had not received a door.August 7th and 9th I received calls from *************** about the refrigerator. Since my last failed date with them I did receive the light tha was having issues and I believe the bottom corded part came. No door. They set up an appointment with a technician again for August 21st for the repair. The technician called to see if I had received the door and I had not.***** (now referred to as Cinch) called to say a door would be arriving. It did not. The technician left me his number so a visit would not be wasted. The appointment was canceled again.***** (Cinch) set up another appointment for September 4th.Now I dont want it fixed I want it replaced or my money back! Im getting the run around and apparently the door may not be available, or the one they finally will be a bad one and not work properly.

  

  Business response

  09/06/2024

  We have received ******************** complaint and apologize for the delay in a resolution for her Refrigerator claim. Please know we would never intentionally delay the resolution to any customers claim and regret this has been her experience.
  
  We reached out to **************** on August 30th to discuss her complaint and concerns. We apologized for the longevity of the claim and for the timeframe it took for us to provide a resolution. We have provided *************** with a buyout option since the Freezer door was no longer available. We confirmed **************** received the buyout check on September 6th. We have contacted the appropriate department to come collect the parts **************** had already received. She retains our direct contact information should she wish to follow up.
  
  We appreciate the opportunity to review her case.
  
  Respectfully,
  
  Brooklyn Customer Relations.

  Customer response

  09/06/2024

   
  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

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  broken ****** and pipe

  

  Business response

  09/10/2024

  We have received Mr. ****** complaint regarding the service request for the plumbing issues he experienced. We understand the frustration of dealing with home repairs, and we appreciate the opportunity to address his concerns.

   

  The technician who diagnosed the issue reported that the toilet ****** was leaking, and the piping underneath was improperly connected, requiring a full re-pipe. Specifically, the *** ****** was stuck inside a broken cast iron fitting, which needed removal of the toilet to access and replace the ******. The technician's evaluation indicated that the problem was due to an improper connection, which falls outside the scope of coverage under our policy.

   

  We did not deny the claim outright; rather, it was partially covered. We approved coverage for repairing the toilet ****** but determined that the re-piping work was not covered by the policy. This information was communicated to Mr. ****** and he chose to accept the claim credit buyout option to have the repairs completed outside of our network by a service provider of his choice. The payment was issued on August 29^th.

   

  We recognize that Mr. ***** was dealing with a difficult situation and sincerely regret any inconvenience caused. We aim to provide clear and fair coverage based on the terms of our agreement, and we strive to support our customers within those parameters.

   

  We appreciate the opportunity to review his case.

   

  Respectfully, 

  ******* Customer Relations

  
  

  Customer response

  09/11/2024

  cinch sent me a check for only part of the amount to fix if 450. of a 1400. repair , as I checked on there was no code in ******** SC and it has lasted 30 plus years , they say it was not done right, so keep in mind I have this warrntee because I am 67 years old and disabled and live on 1540. a month . what a rip off.

  Customer response

  09/11/2024

   
  Complaint: 22203199
  
  cinch sent me a check for only part of the amount to fix if 450. of a 1400. repair , as I checked on there was no code in ******** SC and it has lasted 30 plus years , they say it was not done right, so keep in mind I have this warrntee because I am 67 years old and disabled and live on 1540. a month . what a rip off.
  
  Sincerely,
  
  **** *****

  

  Business response

  09/20/2024

  We are in receipt of Mr. ****** rebuttal concerning his recent plumbing claim. We sincerely regret any confusion or frustration he experienced throughout this process. Our goal is to provide our customers with clarity and support when addressing their home warranty needs.
  
  To clarify, the evaluation by our technician identified issues that were determined to be outside the coverage parameters of the policy. While we understand Mr. ****** concerns regarding the longevity of the installation, we approved a portion of the claim for the toilet ****** repair. However, the additional re-piping work is not covered under our service plan based on the diagnosis made by our service professional.
  
  We recognize that Mr. ***** is facing financial constraints, and we are committed to ensuring our policies are fair and clearly communicated. We respect his decision to utilize the claim credit buyout option, which allowed him to proceed with repairs through a service provider of his choice.
  
  We regret that Mr. ****** claim experience was not what he expected, and we hope this explanation helps clarify our position.
  
  Respectfully,
  ******, Customer Relations

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good Morning,I have been trying to get my AC unit fixed since Aug. 3, 2024. I live in ** with over 100 degree weather. I am disabled and on Social Security.Last year around the same exact time my AC had the same problem as this year. Frozen pipes. Everything was being denied as well until you helped me getting my AC to run again. Now, the same piece that was replaced last year and covered, is not being covered this year? I am being told that my condensor and my furnace don't match? Ive had insurance with you guys for 4 years now and now Cinch is denying to fix my AC when *** had the same units since last year when it was fixed and both units didn't match then. The same Model no. and Serial number on both. I have a screen shot, of when I went online and filed the claim, it stated my unit was already replaced or I was given a claim credit for the unit, by you guys and it is not true. I need your help in having Cinch replace my system so i can have AC. The last time *********** came he stated that my condessor was low 6 of refrigerant and that i had to pay out of pocket. Cinch covered 10 dollars per gallon. I paid $450. Attache is the invoice. This is getting too much for me. I will continue to fight to get my AC fixed. As i did last time i will go on all ************ Accounts. I will send a claim to National Home Services ********************, Better Business Bureau, Reddit, ********, and Instagram. Last year an attorney had gotten ahold of me and heard my case & was willing to represent me. I still have his contact and I can consult him again. I know its not your fault but I am exhausted of speaking to over 20 different people from Cinch and no luck. I HAVE ASKED FOR THE CINCH TO SEND ME AN E-MAIL EXPLAINING WHY THEY AREN'T GRANTING MY CLAIM SEVERAL TIMES AND THE AGENT THAT CALLS ME EVERY OTHER DAY "KESOL" SAYS SHE WILL AND NEVER DOES.Hope to hear from you soon to help me with ******* phone number is ************ Thank you,******* ******

  

  Business response

  09/10/2024

   

  We have reviewed Ms. ******* complaint and sincerely apologize for the difficulties she has experienced with her air conditioning unit. We understand the urgency of the situation,especially given the extreme weather conditions. Please know we want to ensure each of our customers receive the full benefit of their home protection plan and have completed an in-depth review of her account and claim.
  
  In July 2023, Ms. ****** experienced a failure with the compressor on her condensing unit. At that time,our technician recommended replacing the entire unit; however, Ms. ****** chose to replace only the compressor to manage costs. We agreed to this approach, and the repair was completed. The evaporator coil was not identified as an issue during that repair, and the system was restored to working condition.
  
  In August 2024, our technician identified multiple issues with Ms. ******* system. The condenser was found to be leaking at the u-bends, and it was determined that leak stop solutions were not viable due to multiple leaks. Additionally, the technician noted that the condenser coil was mismatched with the case coilspecifically, a 5-ton condenser was paired with a 4-ton coil. According to our policy, we do not cover failures resulting from mismatched systems. However, the technician later clarified that the leak in the condenser coil was not caused by the mismatched coil. As a result, we approved the replacement of the condenser.
  
  Ms. ****** is responsible for addressing the size mismatch between the 5-ton condenser and the 4-ton coil.Her warranty covers the failing components of her unit but does not extend to parts that have not failed, such as the evaporator coil in this case, or issues related to mismatched systems.
  
  We have presented Ms. ****** with two options. She can either accept the replacement of the condenser unit and cover the associated non-covered charges for the evaporator coil, as well as any necessary modifications and code upgrades, or she can opt for a cash buyout based on our cost for the covered repairs. The cash buyout can be used towards having a licensed and insured provider replace her unit.
  
  On August 27, 2024, we discussed these options with Ms. ******* She has requested that we cover the entire cost of the replacement. We have thoroughly explained her coverage over the past two years and have made every effort to work with her in good faith according to the terms of her agreement.
  
  Once Ms. ****** communicates her decision, we will act promptly to resolve her claim.
  
  We appreciate the opportunity to address her complaint.
  
  Respectfully, 
  *****, Customer Relations

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Filed a claim om August 11, 2024 and paid a $ ****** deductible. My monthly fees is $66.99 a month. A contractor came on August 14, 2024 and stated that the a/c unit needs to be replaced. He informed Cinch on August 14, 2024 . Cinch stated that they needed additional information. The contractor sent in everything on August 21, 2024. I have reached out to Cinch everyday due to the damages heat level in *********** and still no answer to my claim. Reached back to ensure they sent Cinch everything they needed they ensured me they sent Cinch all the pictures needed to make a decision. I feel that Cinch is not living up to their contract and therefore I am filing a claim against Cinch.

  Customer response

  08/31/2024

  I like to withdraw my claim due Cinch Home Warranty service has approved my claim and my equipment has been installed.   

  Thank you for your help in this matter. 

• Initial Complaint

  08/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have a home warranty with Cinch Home Services and have had it since I moved into my house in 2022. The first time I had a problem with them was when my water line broke. I used their app to try to get service requested. Weeks went by and I had back and forth with them and they eventually tried to say I got the repair for the water line fixed before they were contacted so they were not liable for the costs. Which was not true. They ended up paying but it was a huge hassle and I had to stay on them every single day. Now my wall unit HVAC system broke down due to a coil having mechanically failed due to normal wear and tear (the weld of it broke, either due to rust or it was just bad) but now Cinch is saying since it's only 3 years old, it's too new and they won't cover the cost. But nowhere in my warranty agreement does it specify they won't cover something just because it is "too new". Their written language in the agreement is quite clear and this is a covered item in my plan and it failed for a covered reason. Now I have ******** leaked all over the carpet in my master bedroom, a wall unit that does not work in this 95 degree heat, and no repair/replacement. I would like the BBB to try to do something about this because Cinch will just keep giving me the run around like last time.

  

  Business response

  09/09/2024

  We have received of Mr. *********** complaint regarding his air conditioning claim. Please know that our priority is to ensure we resolve claims in a timely, efficient manner, with minimal stress for our customers. We recognize that we failed to meet that objective in this instance.
  
  We acknowledge there was a misunderstanding with the age of the unit and whether it is covered by a manufacturers warranty. We have attached a copy of Mr. *********** warranty for reference, which specifically notes that the warranty will not cover repairs or replacements for units still under a manufacturers warranty. Please refer to section VII: General Exclusions and Limitations subsection 2.
  
  Since submission of the complaint, we have approved a replacement of the unit. We are currently waiting for the service provider to identify a suitable replacement.
  
  A Senior Case Manager is working with Mr. ********* directly and will continue to follow up until this matter is resolved.
  
  We appreciate the opportunity to review his case.
  
  Respectfully,
  ********, Customer Relations

*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. ↩