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. has 10 locations, listed below.

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• 

  Cinch Home Services, Inc.

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

  
• 

  Cinch Home Services, Inc.

  1625 NW 136th Ave Bldg E # 200 Sunrise, FL 33323-2842

  
• 

  Cross Country Home Services

  1520 E Greenville Street, Suite K Anderson, SC 29621

• 

  HMS HOME WARRANTY

  PO Box 843956 Dallas, TX 75284

• 

  Cross Country Home Services

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

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:10/15/2022

  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've home warranty Cinch Home services for my rental property at **************************************************************************************. I paid $69.99 every month for six years. Over the summer, I had issue with my shower tub valve. I submitted service request, but service technician not assigned as usual. Waited 48 hours to and they couldn't find one. They approved doing the work myself. I hired a plumber and got the job done in 2 visits. They couldn't complete first time because of water heater not working and hence couldn't test valve for hot water conditions. It costed me $877 in total. Cinch didn't pay me in full. I had lot of back and forth and gave up. Accepted the $516.50. This is fully covered item and I need to fully refund minus deductible of $100.

  

  Business Response

  Date: 11/02/2022

  We are in receipt of Mr. *********** complaint and have reviewed the claims for his water heater and tub/shower valve replacement in their entirety to ensure he is receiving the full benefit of his home protection plan.
  
  Our records indicate that we provided him the option to use a service company of his choice as a quicker way to resolve the issue since there was not availability with a network provider. In this instance, we would require a detailed diagnosis and an itemized pricing breakdown of the work completed. As with any home warranty, coverage is detailed in the agreement and there are some items and conditions which *** not qualify for coverage, which is why this information is necessary.
  
  Upon reviewing the service request for his water heater, we made the decision to provide an additional payout for the difference in pricing on the water heater itself. It is very common for there to be out of pocket expenses on a water heater replacement for items the warranty does not cover such as modifications or code upgrades and permits that *** be required to replace the existing unit. His payment for the difference in costs on the water heater is currently processing and will be received as a check by mail within 7 to 10 business days.  
  
  As for the tub/shower valve claim, these costs are excessive for this type of repair. The set of instructions he received for using an alternate provider specifically states that we have the right to limit reimbursements to reasonable costs and excessive charges will not approved in full. In this instance, no further reimbursement will be provided. Although the repair was not paid out in full, the payout amount is based on fair retail labor for this type of repair, and the payout we have provided is much higher than what we would normally approve for this type of repair.
  
  We have communicated this update to ************************, and he is welcomed to follow up directly should he have any further questions or concerns.
  
  We appreciate the opportunity to review his case.
  
  Respectfully,
  ******, Customer Relations
  

• Initial Complaint

  Date:10/15/2022

  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've home warranty Cinch Home services for my rental property at **************************************************************************************. I paid $69.99 every month for six years. Over the summer, there was an emergency electrical problem and I couldn't submit service request online because technicians were unavailable. Calling customer ********************** also didn't help and they asked me to pay $100 deductible upfront. They asked me to wait 48 hours to get service company assigned. But, I went and did the work myself spending $515 since it was an emergency. I couldn't submit claim because service request wasn't created and cinch didn't approve to hire myself. Their process to get approval or get technician assigned takes 48 hours which doesn't work for emergency situations like this.

  Customer Answer

  Date: 10/18/2022

  ---see attachments--

  

  Business Response

  Date: 10/26/2022

  We are in receipt of Mr. *********** complaint. Please know, it is always our intention to send the right technician at the right time to answer our customers questions and help resolve their issues. In this instance, we clearly missed our goal.
  
  Upon a thorough review of his account and complaint, we have made the decision to reimburse him for the work that was completed which will come as a check by mail within 7 to 10 business days. Although it is outside of our normal process to provide reimbursement for unauthorized work, this was processed as a customer ********************** gesture with the expectation that going forward any work completed will have to be authorized by us in advance to be considered for coverage. In cases where there is not a network provider available for immediate service, we have protocols in place for emergency situations, and we sincerely apologize this was not handled correctly. We have provided *********************** with this update, and he is welcome to follow up directly if further assistance is needed.
  
  We appreciate ************************  for being a long-time customer!
  
  Respectfully,
  ******, Customer Relations 

  Customer Answer

  Date: 10/26/2022

   
  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:10/14/2022

  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 am a cinch customer and contacted them to report a claim on my Hot water heater completely out, and leaking water into my garage. The date on this was October 2, 2022, to explain my situation this was right after recovering from Hurricane ***. They supposedly assigned a plumbing contractor to my claim, but *** contacted them several times and they say they dont have a work order assigned to my water heater. I ve called Cinch several times without any help except they will get back to me, which they dont. I might add i have paid the $150.00 service fee on the same day i filed the complaint. We paid the yearly service contract fee upfront, and still no help. We just need them to fulfill their obligation to us and have someone out to replace our heater.

  

  Business Response

  Date: 10/28/2022

  We have received the complaint submitted by ****************** and regret the claim for his water heater has left him frustrated. We aim to provide a hassle-free claims experience and, in this case, we did not meet our objective. Our records indicate that since the submission of his complaint, we have approved the replacement of Mr.******** water heater and the service provider confirmed the installation was completed on October 25th. We reached out to ****************** on October 26th to address his concerns, but we were unsuccessful in reaching him and left a detailed voicemail message with our direct contact information for him. Should he need further assistance, we may send an email to *************************************** and a member of our team will follow up with him personally.
  
  Sincerely,
  *********, Customer Relations 

  Customer Answer

  Date: 10/28/2022

   
  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:10/14/2022

  Type:Product 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 heat pump/air conditioner broke in July. I have cinch warranty..they assigned case worker *******************************..after a lot of time she sent me an email saying her supervisor authorized to replace my unit and would reimburse $4010 as well as $150 service fee. I had to pay the total cost of $7000 up front..she was given the estimate and then they authorized. I paid and sent her the invoice Sept 12. Never heard a word after several phone calls and emails I finally talked to a supervisor who said send the invoice to support services because she had never submitted it. I did this on October 7. On October 10 I received an email saying now they have changed their minds..are not going to uphold the original amount they said and are now only going to give me $2580. Legally they cannot just change their minds after everything is done. I need help getting that through to them and to get the $4010 and the $150.

  

  Business Response

  Date: 10/31/2022

  We have received Ms. ********** complaint and regret the miscommunication regarding the reimbursement for her air conditioning replacement. After a thorough review, we have corrected our mistake and upheld the originally agreed upon amount. Her check was mailed out on October 14th. She worked with a member of our leadership team to resolve this matter.
  
  We appreciate the opportunity to address her complaint.
  
  Respectfully,
  ****, Customer Relations 

• Initial Complaint

  Date:10/14/2022

  Type:Product 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 cancelled my home warrenty service November of 2021, but my credit card still get charged until July 2022. I called many times and received promise to refund many times since July but it never received. I was promised many times to get call back by the agent or supervisor but no one call me or send me the refund. This lasted for many months now and it is not acceptable. I have recording that I can send to you if needed. My contract number is ********

  

  Business Response

  Date: 10/27/2022

  We are in receipt of Mr. ****** complaint and sincerely regret the effort he put forth to get this matter resolved. We have processed a refund for the premiums paid into the current contract year which will go back to the card charged within 3 to 5 business days. We have communicated this to **************, and he is welcomed to follow up directly if his payment is not received within this time frame.
  
  We appreciate the opportunity to review his case.
  
  Respectfully,
  ******,Customer Relations 

• Initial Complaint

  Date:10/14/2022

  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.

  Two weeks ago I filed a claim as my hot water heater was leaking, after 4+ days I called Cinch to see why I wasnt notified or had service yet. The lady said they did not have any technicians in my area and I would have to find someone local. I did, and they replaced the water heater. I contacted Cinch for reimbursement of the water heater only, not even labor and they denied my claim because they said it wasnt authorized from them.

  

  Business Response

  Date: 10/27/2022

  We are in receipt of ************** complaint. Please know, it is always our intention to send the right technician at the right time to answer our customers questions and help resolve their problems. In this instance, we clearly missed our goal.
  
  Our records indicate that there was not immediate availability with a network provider, and his request was assigned to Plus One Solutions for assistance in locating a service provider for his request. We recognize the urgency of having a leaking water heater repaired as quickly as possible. Although it is not our normal process to provide a reimbursement for unauthorized work, we have processed a payment for the water heater he purchased due to the circumstances surrounding his claim. His check should be received by mail within 7 to 10 business days. We have been in contact with ***********, and he is welcome to follow up directly if further assistance is needed.
  
  We appreciate the opportunity to review his case.
  
  Respectfully,
  ******, Customer Relations 

  Customer Answer

  Date: 10/27/2022

   
  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:10/13/2022

  Type:Sales and Advertising 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 have a home warranty with Cinch (aka Homesure). I had an air conditioning issue claim with them and they referred me to a technician - ******* Air in *******. The technician came out and said that I would have to pay $1727 out of pocket to him. I confirmed with cinch that although I had a warranty with them, the $1727 was not covered. I paid the technician the required money out of pocket and he never showed up to do the job for over 3 weeks and is now not responding to calls or texts. Cinch referred me to a scammer and with their service, I am required to go with who they refer me to. I have no option to shop for a reputable technician. Cinch has been unresponsive to my requests to track down the technician they referred who took my money. I am requesting a refund of $1727 from Cinch since the provider that they referred me to absconded with my money

  

  Business Response

  Date: 10/26/2022

  We are in receipt of ****************** complaint and are disappointed to hear of her experience with the service provider assigned to her claim. Please know, this is not the type of service we aim to provide for our customers, and we sincerely regret any difficulty this situation may have caused her.
  
  Our records show that since submission of her complaint, the funds she paid the service company for the non-covered charges on her job have been returned, and her claim was re-assigned to ***** for service. Her appointment was on October 18th, and ***** reported that they completed the repairs to her unit.  We called **************** on October 25th & October 26th to confirm that the funds were in fact returned to her from the previous service provider and that her unit is working as it should. We were not successful in reaching her and left her voicemail messages and sent her email correspondence as well.
  
  We appreciate the opportunity to review her case.
  
  Respectfully,
  ******, Customer Relations 

  Customer Answer

  Date: 10/26/2022

   
  Complaint: 18220769
  
  I am rejecting this response because:

  1) Refund not yet received;  My credit card company has provided me conditional credit based on my request but I haven't yet been notified that the company has fully refunded the $1700+ money out of pocket.

  2) Cinch has not recognized that they referred me to a provider that in essence scammed me and absconded with my money until I complained.  They should realize that this specific AC technician is unprofessional and they should commit to reprimanding him for his behavior (since he represents them) and either commit to closely monitoring his behavior or commit to not referring him to other unsuspecting customers 
  
  Sincerely,
  
  Lami ******

  

  Business Response

  Date: 11/03/2022

  We are in receipt of ****************** response. We apologize for any confusion on our behalf regarding the status of her refund. This is being handled by our management team and we will remain in close contact with both parties to ensure these funds are returned.

  Respectfully,

  ******, Customer Relations 

• Initial Complaint

  Date:10/13/2022

  Type:Order 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 have several complaints. However, this complaint must be addressed immediately because Cinch has informed me that they are terminating my service contract effective 11/13/2022 and I must deal with this promptly or lose my coverage!. Supporting documents are attached for everything that I am saying and you may want to open them at this point.I received a letter on 9/13/22 (with my name misspelled) terminating the contract per "SECTION, OTHER CONDITIONS, paragraph 2, RENEWAL.". I have attached the letter and "paragraph 2". Paragraph 2 refers you to "CANCELLATION PROVISIONS" which I have also attached. According to "VI. CANCELLATION" there are only 3 reasons for CINCH to cancel unilaterally. They are "non-payment, fraud or material misrepresentation". I DID none of those things!On 9/28/22 I emailed ************************* "Customer Experience Lead, Escalations" and asked for an explanation. He did not respond in any manner. Email attached.On 10/10/22 I called Cinch and spoke with "******" He told me that the reason for cancellation was "Operating Costs" which he interpreted to me was that the cost of my claims since 2013 was too expensive. I asked him where "Operating Costs'' appear in the contract. He told me his supervisor would call me with an answer and told me I could also email Cinch. I then sent an email to ************************************ per ******. I immediately sent an email to that address but have not received a response and I have attached that email.CINCH has no basis, that I can see, to terminate the contract and I am seeking your assistance. I need assistance obviously before termination of the contract. As I mentioned earlier I have several other serious complaints that I was attempting to resolve with Cinch and I guess this termination was there solution to my problems- Just get rid of me!! I am 80 years old and would very much appreciate your help.Sincerely,************************* ************ ***********************

  

  Business Response

  Date: 10/24/2022

  We have received the complaint submitted by ********************** regarding our decision not to renew his agreement for another contract term. We periodically assess our ability to deliver the service we know our customers deserve, and regrettably, there are times in which we must make the business decision to terminate agreements. This is not a decision we take lightly, and while we appreciate Mr. ********** long-time commitment to our company, we have made the final decision to exercise our right not to renew his agreement.
  
  On October 24th our membership services department spoke with ********************** directly to address his matter.
  
  We appreciate the opportunity to address his complaint.
  
  
  Sincerely,
  
  ****, Customer Relations

• Initial Complaint

  Date:10/13/2022

  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.

  Date of claim: August, 2022 Not Resolved Our water heater went out and I called to make a claim, I was unable to speak to a representative until I paid the deductible, I would not have paid them if I knew my policy changed and I was going to be overcharged by the insurance as well as the plumber. I have used this policy before and only had to pay the deductible to fix our problem. This claim was different which I immediately disputed over the phone. Total Protect is now called Cinch Home Services, our deductible has been raised from $100 to $150 to fix and $250 to replace. The did not provide me with a policy and when they did it was in a legal letter email with items removed and poicy dates incorrect as if it was photoshopped. They removed the icon that show what I would pay to replace a water heater. My booklet shows a water heater replacement should be $100 to replace, I am being asked to pay $250 as well as over $2300 to the plumber, the itemized list with amount they provided don't add up to $2317.50. I disputed this and asked for a 2nd opinon from another plumber and was refused and told I can find my own, I did and he came in with a a cost for just water heater and labor at $1500 which should be covered by the insurance, they refused and after arguing with then offered me only the cost of the water heater of $776 verbally over the phone. They then later sent me a legal letter that is very poorly written with dates that are incorrect dating back to the year **** and month of Apri of 2022. They changed their offer to another amount. They provided me with screen shots of their conversations with me and have dates and information incorrect Their contractor provided them with items that were labeled modifications that were not modifications they were necessary items needed to replace a water heater. The refused to investigate their plumbers itemized list and demanded I take their offer or pay the plumber they chose.

  

  Business Response

  Date: 10/27/2022

  We received Ms. ********* complaint and regret to hear she did not have a positive experience with her warranty. It is our goal to provide a hassle-free claim experience, and, in this case, we clearly missed our objective. We aim to be there when our customers need us, and we have completed a full review of her account to ensure she was provided with the full benefit of her warranty.
  
  Our records indicate we approved the replacement of Ms. ********* water heater, however,there were out of pocket costs associated with the replacement for items which do not qualify for coverage. Her plan covers the water heater and the labor to install the unit, however we do not address any modifications, upgrades,disposal fees or permits fees necessary to complete the installation.
  
  Upon communicating with ******************** via email, she confirmed that she had her water heater replaced outside the warranty and is requesting reimbursement for these costs. Although her warranty specifically states that we are not liable for any costs associated with unauthorized work, upon further review, we have agreed to process reimbursement for the replacement of her water heater. Her payment will be received no later than November 11th. We have provided her with this update and will follow up with her to ensure the payment has been received.
  
  Respectfully,
  *********,Customer Relations 

• Initial Complaint

  Date:10/13/2022

  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.

  On 5/16 I felt pressured by a service tech repairing my refrigerator to buy a warranty policy. I begrudgingly purchases it and signed his form. I tried several times to go on line and cancel the policy to no avail. Today 10/12 I called and spoke to the rep for over an hour (1 hr 9 min) he would not cancel my policy and kept insisting why o needed it. When I tried to get help to actually see it on line he would delay his responses and tell me why I need the policy. I repeatedly asked him to cancel it and it was not until I got very confrontational that he actually cancelled it after charging my card $150. I would like to be refunded that $150 since I was strong armed and pressured into a policy I never wanted.

  

  Business Response

  Date: 10/24/2022

  We have received the complaint submitted by ******************** regarding difficulties in cancelling her policy prior to her expiration date. We regret any frustration she felt trying to complete her request.
  
  We have issued a refund to ******************** in the amount on October 14th and confirmed with her by phone on October 24th that she has since received the refund. We also confirmed that her policy is cancelled.
  
  We are sorry to have lost her as a customer but appreciate the opportunity to answer her complaint.
  
  Sincerely,
  ****, Customer Relations