ComplaintsforCinch Home Services, Inc.

• Initial Complaint

  05/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a home warranty from Cinch. I have been having problems with my cooktop. They have made 4 visits with 2 different repairmen over a period of about 3 months. . The last one was here a week ago. It is still not fixed. They told me they were sending a third repairman. That was week ago. They won't even tell me who the repair has been assigned to and won't even let me speak to a manager. they keep telling me they are sending it to dispatch to get a repairman and I should have it within ***** hours...that was a week ago.

  

  Business response

  05/26/2022

  We have received Ms. ***** complaint and understand that it can be frustrating when it takes more than one repair attempt to fix a covered item, and it is never our intention to delay resolution in doing this. Due to the the miscommunication that occurred regarding the reassignment, we have refunded her deductible as a one-time customer ********************** gesture. Our records show that the follow-up repair is scheduled for June 1st, and we will follow up to ensure it is successful.
  
  We reached out to ************ by email so that she will have our direct contact information.
  
  Respectfully,
  ****, Customer Relations 

  Customer response

  06/01/2022

   
  Complaint: 17195586
  
  I am rejecting this response because:

  The warranty company sent out a repairman today for the 6th visit. He claims: 

   

  He needs to order MORE  parts for the cooktop. One of the ignitors that I was told had been replaced..appears to not have been replaced..it wasn't even wired correctly. He has to order a new ignitor, screws to hold the cooktop in place that the last repairman appears to have broken and didn't replace, new springs and clips for the ignitors, 3 new cradles plus other parts. The gas regulator that they ordered 3 weeks ago wasn't even needed according to this repairman and he took it with him. 

   

  They are now scheduled for a 7th visit!!!! Are you kidding me? 7 visits to fix a cooktop that every repair person finds something else wrong with it!!!  i understand that it may take more than one visit to fix an appliance but 7???? 

   

  How long do I have to put up with this and how many visits? Every time they say " this should take care of it" It doesn't!!! 

  This has been going on for months. 

   

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

  

  Business response

  06/10/2022

  We have received Ms. ***** response. In light of the fact that the recent repair did not resolve the issue, we are approving to replace her cooktop. Once we have located a comparable replacement with one of our distributors, we will contact her to provide her with her claim options and the next steps on the claim.
  
  On June 10th we left her voicemail messages and sent an email to provide this update.
  
  Respectfully,
  ****, Customer Relations 

  Customer response

  06/13/2022

   
  Complaint: 17195586
  
  I am rejecting this response because:
  They offered to replace my stainless steel GE Profile cooktop with a WHITE generic cooktop or give me 600.00. 
  

  The GE stainless steel cooktop at Lowes is $1899.00 and that doesnt include installation. 
  

  if this isnt resolved immediately to my satisfaction I have instructed my attorney to file suit. 
  

  this is absolutely ridiculous!!! 
  

  6 visits and the cooktop still isnt fixed and now they want to replace it with something cheap!!! 
  
  Sincerely,
  
  *********************

  

  Business response

  06/17/2022

  We have received Ms. ***** response. The warranty specifically sets the expectation that we cannot guarantee certain attributes when replacing an item, and one of those attributes is color. When she notified us that she was displeased with the white option, we sent it back to our research team and have been able to provide her with the color of her choice as well as an increase cash payout amount should she choose not to accept the model we are offering.
  
  We are currently awaiting her decision and will process it accordingly.
  
  Respectfully,
  ****, Customer Relations 

  Customer response

  06/27/2022

   
  Complaint: 17195586
  
  I am rejecting this response because:

   

  first, its not just a question of color. They are offering to replace my stainless steel GE Profile cooktop with a white base model cooktop. 
  

  second the amount they are allowing for delivery /install is less than even their approved technician charges for each visit , just for a service call. That doesnt include  removing and installing a cooktop!!! 

  third they made 7 trips to try to fix my cooktop  and it still doesnt work. 
  

  I will accept ******* as a cash settlement . If not , I will seek whatever remedies are available to me under the law. 
  
  
  Sincerely,
  
  *********************

  

  Business response

  07/06/2022

  We have received Ms. ***** response. We make every attempt to repair a customers covered equipment as quickly as possible once a claim is placed. In certain instances this may require multiple attempts, which is not ideal. It was never our intention to inconvenience ************ by pursuing repairs. The function of the warranty is to repair covered items, and provide replacements when covered repairs cannot be performed or exceed the reasonable cost of a replacement. In this instance, due to the amount of time her claim had been going on, we approved to replace her cooktop.
  
  The Kitchenaid model cooktop she has been offered is comparable to her GE Profile model. The prices for the delivery and installation are set by the company who does the delivery and installation, just as the prices our technicians charge for their diagnostic and service call fees are set by their company. Although not required to do so, we have offered her an additional $250 as an installation credit as a good faith effort to resolve her complaint.
  
  We communicated this additional offer on July 6th and she notified us that she wishes to accept the check for $1300. We will have it expedited to her via Federal Express.  
  
  We appreciate the opportunity to further address her complaint and work with her to resolve this matter.
  
  Respectfully,
  ****, Customer Relations 

  Customer response

  07/08/2022

   
  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

  05/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called in to Cinch for my ac unit on April 25 that had stopped working. I paid my deductible and was told they now require a $10 service fee.. I was never informed of this by Cinch and could not move forward without paying that on top of my deductible. I obliged with concern of no notification of this new charge.. Cinch had a company, Cutting Edge, assigned to me. A technician came out on April 27. I was told by the technician the wiring was fried to the compressor due to it not plugged in correctly from last technician. On May 2nd I called cinch as I had seen on line to my account the service was now given to a company called ATR. Cinch did not inform me as to why in any way. A representative said based on the note it took Cutting Edge too long to respond with a report, but the report had come in and it was approved to move ahead. I called Cinch again to see what was happening and they conference a call with Cutting Edge to ask why they haven't responded or picked up the part. Cutting Edge would do so and come out on May 6th. The repair man cam out the part was wrong and this repairman notice we had no freon and a leak. The last guy didn't even check this. On May 6th I received a text to say someone would be out to repair our unit. I stayed home all Mothers day and no one showed or called. On May 9 I called Cinch to see what happened, I was told they once again reassigned the work to ATR. I still was never informed. On May 11th I called again to see what is going on as it is cold and we are freezing at night. I was told on a conference call ATR again would could not come out to inspect until May 14. I expressed concern because my husband has severe allergies and asthma as do I. A new company was assigned yet again. They came out with no inspection on May 11. The gentleman did no inspection and now has authorization form Cinch to do a "leak check" based on me telling him it had no freon to which he saw it did not. No inspection done for system.

  

  Business response

  05/26/2022

  We received ****************** complaint and recognize her frustration regarding the completion of her HVAC claim. Please know, we aim to provide a smooth and efficient claim process for each of our customers claims and we regret that was not her experience. Our records indicate that since submission of her complaint the equipment to repair her unit was made available for our service partner to pick up. We reached out to the provider to inquire about whether or not an appointment has been scheduled to install the new equipment but have not yet made contact with them. We reached out to **************** on May 26th to provide this update and discuss her concerns. We will remain in contact to ensure her claim becomes fully resolved.
  
  Sincerely,
  ******, Customer Relations 

  Customer response

  05/27/2022

   
  Complaint: 17195480
  
  I am rejecting this response because: Address of 5/26/22 no one from cinch has reached to us and I have requested this numerous times. My husband and I both have health issues and I stated this each time I called in because Cinch was not reacing out. Cinch has ordered the wrong part 2x now put us without heat or air for 6 weeks. I have still not heard from the company hired.  Both companies that Cinch placed on the claim had the correct part but Cinch would not pay for it. Instead they have ordered the wrong part 2x putting us out another week and a half without resolution.  Meanwhile my husband and I are suffering. 
  
  Sincerely,
  
  ***************************

  

  Business response

  06/03/2022

  We received ******************** response and regret that she remains unhappy with her claim experience. We have been in contact with her and the service partner to complete her claim as quickly as possible from our point of involvement. We made attempts to push it through at every opportunity, and keep it on track, unfortunately it still fell short of her expectations and our goal to provide an efficient claim resolution. We will remain in contact with **************** to ensure her claim becomes fully resolved.

  We sincerely appreciate her patience and value the feedback she has provided throughout this experience.

  Respectfully,

  ******, Customer Relations 

• Initial Complaint

  05/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a customer of ***** Home ******************, now ********************** since 9/3/2019. My contract number is: ********. Ive attached my original service contract, which has been renewed annually and is still in force.Ive attached proof of most recent payment- $69.99 on 4/19/22.According to your home appliance policy, you will replace an appliance that cannot be or is not worth repairing. ***** did this for me exactly as required by the warranty terms on 10/27/20 for a washing machine that was inspected and determined not worth fixing by the repair technician. Ive attached that confirmation email for payment for the replacement cost.I have submitted 2 service tickets, one for a Thermador double oven on 12/12/2020 (attached), and for a Dishwasher on 1/13/21 (attached). In both cases, I submitted a service request, and you were unable to find me a Cinch repair technician to come and inspect the appliance. In both cases, you authorized me to find a local repair technician, which I did. In each case, the local repair technician prepared a written ticket that clearly indicated that both the double oven, and the dishwasher were not fixable, due to their age, the lack of replacement parts, and the large cost of repair vs. replacement. Ive attached both repair tickets that note that the oven and the dishwasher are not fixable. In both cases, you denied my request for a replacement reimbursement. Ticket #SCCPC2BA6CBC-1 for the dishwasher, SCCN92115B11-2 for the oven. I have now replaced both appliances, and Ive attached the invoices for each. I respectfully request that you fully reimburse me for the qualified reimbursement costs (excluding delivery, etc.) per the terms of my warranty contract.This amount is:Oven - $2,429.99 Delivery $ ***** Installation $ 3***** Dishwasher - $ ****** Delivery $ ***** Installation $ ****** Total Due: $3964 .91

  

  Business response

  05/26/2022

  We have received and reviewed Mr. ********** complaint. Due to having limited availability in his direct area for service at the time of his request, ********************** was approved to locate his own provide to complete the diagnosis and/or repairs to his wall oven and his dishwasher. In these cases, we will process a reimbursement for the covered costs of the repairs as set forth by the warranty agreement.
  
  In regards to the wall oven, we did not receive any documentation from ********************** in regards to the repairs needed to the unit.We reviewed the documentation he provided the Better Business Bureau, and the technician advised the control board had shorted and is no longer available.********************** made the decision to replace the wall oven based on this information and is requesting reimbursement for this purchase.  The terms of the Agreement specifically state that the decision to repair or replace a covered item is at our sole discretion. Section 5.7 states in no event shall we be liable for claims in excess of $1,000 in the aggregate, per agreement terms for commercial-like or ultra-premium appliances including, without limitation brand names such as Bosch, Dacor, Delfield,****** & Paykel, GE Monogram Series, JennAir, Meile, Sub-Zero, Thermador or Viking. Since the part is no longer available, ********************** would be entitled to the full cap limit as stated in the terms of his agreement.
  
  In regards to his dishwasher claim, the technician reported several leaks were found with the unit and recommended the unit be replaced.********************** has replaced the unit and is requesting reimbursement at this time. We have processed a reimbursement based on our cost for a comparable replacement and installation. His payment is being processed and the check should be received no later than June  10th.
  
  We appreciate the opportunity to review his case.
  
  Respectfully,
  *********, Customer Relations 

• Initial Complaint

  05/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is the 2nd complaint I file against Cinch. Their job is to provide warranty for a myriad of things at my mother's house. So far every claim she has put in ever since she started with them has been h*** At this point we have not saved any money by signing up with them. Because of them we had to pay for a boiler to heat our home because they put things in their agreements which most people would not understand or know about until they actually file a claim. I file this complaint because of the most recent claim. We put in a claim for a water heater which they forced us to pay another $100 just to file it while another claim was already open with the same repair company. This time they want to give us a small water heater rather than something the same size or larger. We have a 65 gallon water heater and they want to give us a 50 gallon. This is a home with 2 and half baths and a kitchen. My mother does not make much. She is a middle class person working hard trying to pay her bills and makes very little to even save much. They have been no help at all, instead they have only hurt my mother financially, emotionally, and mentally. The sad thing is each time we file a claim it has to be followed by a complaint because they will not do what is right. At this point if they do not correct all this, I will be forced to request Arbitration and escalate this complaint and the last few to consumer affairs, and government agencies. I will also be forced to stop our membership with them and encourage all my relatives and friends to do the same.

  

  Business response

  05/25/2022

  We received **************** complaint and regret any misunderstanding of her coverage. Each of our customers are sent a warranty booklet upon enrollment which provides the specific details of their coverage,as well as having access to the content online. Our customers pay a service call fee or deductible when they place a claim, per trade. ************** placed separate claims for her waterline and her water heater on separate dates which require separate deductibles to be paid. There has been no deviation from the coverage as depicted in her policy.
  
  ************** had a 65 gallon water heater in her home. This particular size is no longer a standard sized unit and the same efficiency and output can be achieved with using a slightly smaller tank and using a mixing valve. This produces a comparable replacement which is more efficient than the larger sized tank. We authorized to replace **************** water heater with a comparable unit which she has refused. At her demand for a larger water heater our service partner offered to provide a 75 gallon tank which she could pay the difference for should she wish to have a bigger unit, and she refused this offer. The warranty agreement has completed her claim and has provided her options to choose from in order to replace her water heater. From this point,the decision is **************** as to how to proceed. Should she wish to decline either of the replacement options she has been offered, we will send her a check for the value of the replacement we offered along with the applicable labor which she can put towards any replacement she chooses. Once she makes her decision, she can email us at **************************************** We can confirm that the warranty has upheld the coverage to which she is entitled.
  
  In regards to **************** report that her mother has been financially burdened by the agreement, we must advise that the warranty has paid out significantly more on her behalf over the last 3 years than she has paid into the warranty for premiums.
  
  We regret that she has been unsatisfied with this benefit but appreciate the opportunity to answer her complaint.
  
  Respectfully,
  ******, Customer Relations

  Customer response

  05/25/2022

   
  Complaint: 17194581
  
  I am rejecting this response because: you said it yourself that you offer a comparable replacement. If the 65 Gallon is not available then you do not offer small that is not comparable. Saving a few dollars and giving us something smaller or will do less is not comparable at all. It is very simple this is a covered replacement, stop trying to make us suffer more financially because you refuse to do what is right. In response to how much you actually spent on claims from us, You would not cover a water boiler. You had it in the fine print and when we signed up for home warranty we specified what we had in the house with your representative. That representative never even told us it is not covered. You literally lied even when we were signing up and cost us almost $7000 for a water boiler to keep our home warm in the winter. You even made us wait 2 weeks to just approve getting us a $1500 check out. Your company did not even care that there are 2 elderly people in the house to approve the repairs. 

   

  My request is simple. Either approve a 65 gallon water heater or the next size up. Do not give us something less so you save a couple of bucks and make us suffer. 

  Also I am not **************. I am ************* son of ************************. 

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

  

  Business response

  06/03/2022

  We received **************** response and apologize for addressing him incorrectly in our previous responses. With the approved mixing valve added, the unit offered to him for replacement is comparable in capacity and functionality to the unit he has in the home. His Mothers warranty agreement provides a comparable replacement will be the base model that meets all applicable federally mandated minimal manufacturers standards, performs the same primary function, and has a capacity comparable to the Covered Item,when available with domestically assembled units. This information is provided verbatim from his Mothers agreement. We included the relevant portion below in its entirety for ease of reference.
  
  From this point, the decision is *************************** as to how to proceed. Should she wish to decline either of the replacement options she has been offered, we will send ************** a check for the value of the replacement we offered along with the applicable labor which she can put towards any replacement she chooses. Once she makes her decision, she or ************* can email us at ****************************************
  
  We can confirm that the warranty has upheld the coverage to which she is entitled and consider this matter closed.
  
  Respectfully,
  ******, Customer Relations
  
  
  General Exclusion/Limitations:
  7. At our discretion, we may elect to replace a Covered Item rather than repair it. The decision to replace rather than repair Covered Items is solely our option. Should we choose to replace a Covered Item the replacement will be the base model that meets all applicable federally mandated minimal manufacturers standards, performs the same primary function, and has a capacity comparable to the Covered Item, when available with domestically assembled units. With respect to kitchen/laundry appliances, we will make reasonable efforts to provide replacement Covered Items having similar mechanical capabilities and/or efficiency of the original unit, when available.We are not required to provide exact match in color, dye, lot, material, type or brand, including but not limited to professional series or ultra-premium appliances, (see IV. General Exclusions and Limitations, Item 7.). When replacing systems or appliances, we will be responsible for the installation of the replacement Covered Item but not for the cost of the construction,modifications, carpentry or transitional work made necessary in order to accommodate the replacement, nor for any costs to upgrade or modify Covered Items for any reason. Should we determine to replace Covered Item and you instead choose to effect a repair, that Covered Item shall be excluded from further coverage under this Agreement and subsequent renewals.

• Initial Complaint

  05/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contacted Cinch and paid for a repair or replace on 3-16-22. A contractor came out to the house and solved the problem with the fridge and said it needed a part. It is almost 2 months later and we are still waiting on the part. We have been without a fridge for TWO months. During these two months we have called Cinch several times and always get the run around. They said the part is out of stock mostly. The last few weeks they said the part was shipped and would be delivered and nothing happened. Come to find out the part is still not available and was never shipped. The home warranty is repair or replace. If they cannot come up with a part to repair I feel they should replace the fridge. Nobody would buy a home warranty knowing they would be sitting without a fridge for 2 months. We have been patient. We have called customer ********************** lots of times each which takes about ***** minutes and we never get a good solution. I understand a part being out of stock but that is not our fault. We need a working fridge and have not gotten what we have paid for having this home warranty. A fridge is an essential part of the home and I want one that works. Its 80+ degrees outside and we dont even have a place for cold drinks, for TWO months now.

  

  Business response

  05/25/2022

  We received Mr. ******* complaint and sincerely regret the delay he has experienced in repairing his refrigerator. Unfortunately due to the persistent backlog in production related to the Covid-19 pandemic, we still face many backordered parts and equipment, which is outside of our reasonable control. Although Mr. ******* warranty does not guarantee that we would provide alternate options based on our inability to obtain the needed equipment, in this instance, we made the decision to provide a comparable replacement unit or a cash allowance based on our cost to deliver and install the unit offered due to the amount of time he has already waited. He was sent email communication with this offer, and we sent him a personal email from our team so that he can reach out to us if he needs further assistance.
  
  We appreciate the opportunity to answer his complaint.
  
  Respectfully,
  ******, Customer Relations 

• Initial Complaint

  05/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been a customer of ********************** for nearly 20 years. I have files many claims through the years and always received good service until the past 2 years. On April 14th, my Tankless Hot Water unit failed 9fire and valve exploded) After 2 days of waiting they told me the could not find a provider in my area and I needed to hire my own. They said I would be reimbursed On April 21st, I had a provider replace my unit. After many correspondences with Cinch, they offered me $1157.49 for my reimbursement. My total out of pocket was $3700. I provided them with an itemized **** from my provider. The unit itself cost $2400. never did they state that I had to purchase a certain unit or tell me a price I should not go over. I did know that they may not pay for some of the exhaust pipes, but that was all I was told. This is not the service I have gotten through the years. I expected to get reimbursed most of my cost. Any help you can give in resolving this will be gratefully received.My service job # is SCCQ42DC This is not

  

  Business response

  05/25/2022

  We received Ms. ****** complaint and sincerely regret the misunderstanding which occurred regarding the cash allowance she was offered for her replacement water heater. Her warranty agreement covers replacing covered items with the base model which performs the same primary function at a comparable capacity. In this instance, her warranty agreement is not responsible to replace her unit brand for brand or for certain specific functions. With that being said, we did find that the unit her cash allowance was based upon was considered an outdoor unit and she had an indoor unit.Based on this information we did further research to locate a more comparable unit to base her cash allowance on. We have increased the amount of her reimbursement and will be sending this to her by Federal Express delivery to ensure she receives is as quickly as possible from this point forward.
  
  We have communicated this update to her and will provide her with updates regarding receipt of her payment.
  
  Respectfully,
  ******, Customer Relations 

• Initial Complaint

  05/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First off it took 3 attempts to get someone out to repair my range. First time, I had to reschedule due to a conflict on my side. After that trying to reschedule without having to repay the deductible was a chore. BTW they won't even schedule anything until you have posted a $75 deductible. After finally getting another date scheduled, the repairman called that day to say he could'nt make it and it was on me to reschedule. After nearly a month from when I first called in for the repair, the repairman did come out (4/13) and said that he couldn't fix it and it would probably have to be replaced. On 4/26 I received an email saying they would pay $1000 for a replacement stove. That amount is simply not enough to cover the higher end range that we have. That amount is not a replacemnt amount, let alone paying for installation. I have emailed them concerning this on 4/26 and 4/27 and have not heard anything back. I have also called the 800 # numerous times and never got satisfactory results and was told twice that a supervisor would call me back, which of course they never did. I have also never received a check from them yet. What kind of recourse do I have? They seem to be based in ******* but have offices all over the place, except in California. Please help. Thank You.***** ****** ************ Agreement: ********** Service Job: SCCQ22CBC536-4

  

  Business response

  05/25/2022

  We have received Mr. ******* complaint. We are sorry to hear of the frustration he experienced during the claim for his range. We understand the importance of having all major appliances in working order and would never purposely delay resolution of a claim. Mr. ******* warranty states that any appliances considered to be ultra-premium or commercial-like are subject to a $1000 cap limit. Because his Jenn-Air is of the pro series this cap limit would apply.
  
  We spoke to, and assisted, Mr. ****** on May 12th and 13th. We expedited his check via Federal Express and it was delivered on May 17th. We appreciate the opportunity to address this complaint.
  
  Respectfully,
  ****, Customer Relations 

• Initial Complaint

  05/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a claim with Cinch Home Services back around December of 2021. They sent a Close Call Heating and Air to fix my unit because the heat was not working. I was later told the unit needed a new compressor. The ordered the part which was covered under warranty but I had to pay $700 out if pocket for the Freon. The unit worked for a while and later stop working. The same company continue to fix the unit which now a control board was needed that I had to pay another $ 200 out of pocket because it was not covered. When they replaced the control board, the unit worked for one day and stopped working. Close Call Heating and Air then told me the unit would not work because I needed new duct work which came to a total of $5800.00 to replace. I had two different HVAC tell me that I needed a new unit. Well I call Cinch Home Services and told them I wanted someone else to come out because I did not trust Close Call Heating and Air and they had destroyed the unit and was basically billing them and did not even fix the unit. Cinch sent out ****************** and they told me what everyone else had already said, I need a new unit. Well Cinch sends outs ***** to look at the unit. The technician told me a needed a new unit but wrote on the report that the coils need cleaning and that was not covered. So I am stuck with out air or heat until I replace the old unit with a new one. I had the original warranty Cross Country since **** and faithfully paid my premium every month. Now I am getting screwed over by Cross Country, Cinch Home services and *****.

  

  Business response

  05/25/2022

  We have received Ms. ******** complaint and sincerely regret the frustration she has experienced during the claim for her HVAC system. Our intention is to ensure our homeowners have a stress-free,straightforward claim process and recognize in this instance that has not been the case. We have completed a review of the history of her claim, and have reached out to the provider B & J to obtain additional information. We also reached out to ****************** directly to clarify some information, and discuss the situation with her directly. We left her a voicemail message and sent her an email message.
  
  We appreciate the opportunity to address her complaint, and look forward to working with her on a resolution.
  
  Respectfully,
  ****, Customer Relations
  

  Customer response

  05/26/2022

   
  Complaint: 17191278
  
  I am rejecting this response because: This situation has not been resolved. I need to speak with Cinch Services directly to find out if there is a resolution to this issue with my HVAC. I sent a quote to Cinch that  I obtained over a month ago from one of the companies I referenced in my complaint.
  
  Sincerely,
  
  *****************************

  

  Business response

  06/03/2022

  
  We have received Ms. ******** response and recognize the importance of resolving this matter. We have received the documentation she provided to us via email, however there is additional information needed including the cause of failure and the breakdown of the charges that was not included. Once this information is provided to us, we will follow up with ****************** directly.
  
  Respectfully,
  *********, Customer Relations 

• Initial Complaint

  05/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've submitted a request to have my **** repaired on 4.27.22. The line on my AC unit kept freezing. I had to pay for a $135 deductible before the home warranty would take further action. Once I paid, Cinch dispatched a local company and ATR General Services. ATR General Services came out to my house 5.4.22. They isolated the issue to two bad ******* valves but needed to return another day. According to the tech, they would need to get approval from Cinch to repair the valves, perform a leak test and recharge the system. The tech told me the process would take 3 days and they would return that Saturday. Its now been a week and I have not heard from either ATR or Cinch. When I try to follow up on the status, ATR service desk tells me that they are waiting for Cinch to authorize the repair. When I attempt to call Cinch service desk, they tell me that my service has been escalated to the authorization department. When I ask them to transfer me to that department, they tell me they can't because its an internal system. I don't want this to be a constant back and forth while I sit here with no AC. I paid for Home Warranty for a reason in cases such as this. Is there any way the BBB can look into this matter? I shouldn't have to track down a status for my service for updates. Any assistance is appreciated. To note, I've attached a copy of the **** diagnosis and work performed and a copy of the Cinch Portal.Thank you.

  

  Business response

  05/24/2022

  We received Mr. ********** complaint and regret the amount of effort he has put forth trying to resolve his air conditioner claim. Our records indicate that a member of our leadership team has been in contact with him since submission of the complaint. We have also reached out to the service partner to follow up to obtain a status on the completion of the job. Our team will remain in contact with him to ensure his claim is completed as quickly as possible from this point forward.
  
  Sincerely,
  ****, Customer Relations

  Customer response

  05/24/2022

   
  Complaint: 17189471
  
  I am rejecting this response because: The issue is ongoing. I do not know what the agreed upon service level agreement between Cinch and the local HV** company, ATR General Services, but this entire process continues to be a nightmare. ATR finally reschedule an appointment to revisit my house after they were "authorized" to continue with the repair but they needed an additional $200 to recharge my ** unit with Freon once the service line/valves were repaired. After reading what my home warranty covered, I paid the additional charge. ATR came out today. A different tech came out stating (paraphrasing here) "he has the notes from the previous tech so he knows what to look at". After looking at the unit outside and in the attic, he came to the conclusion that the unit outside need to be broken down and fixed but due to the rain he couldn't continue the repair. At the time, it was ***** at best. I asked him that I have a canopy and I could use it to cover him and the ** unit. He didnt accept the offer and another appointment need to be rescheduled again. When I called ATR, they told me they wanted to reschedule for this Saturday when the forecast calls for rain with a chance of thunderstorm. This tells me it has nothing to do with the weather but more of the level of service. I brought this to the attention of Cinch that I do not have confidence in ATR and asked that they call another vendor. I've also requested a refund of $200 from ATR since they never completed the job of recharging my ** unit. Again..I do not know whats the agreed upon level of effort or SLA between Cinch and vendors but its at the cost of the customer. I've literally had to post a message on Cinch's ******** message board to get customer relations to reach out. I can no longer deal with Cinch's delayed inaction where I have to literally play the role of moderator between the two companies. I've paid for a home warranty service and I've pretty much gotten the round around for almost a month. I've included two emails on the matter. One is to ATR requesting my full refund of $200 for an incomplete job. The second email is to "my assigned customer relations agent" requesting another company.

  I am very grateful for your assistance thus far through this whole ordeal. Hopefully we get to some type of resolution.
  
  Sincerely,
  
  ***********************************

  

  Business response

  06/03/2022

  We received Mr. ********** response. In regards to the $200.00 that he paid to ATR General Services, those fees were for non-covered costs and he will need to follow-up with them directly in regards to receiving a refund of those fees. We reached out to the provider on his behalf to ask that they address refunding him any fees he paid for services which were not rendered.
  
  We reassigned Mr. ********** claim to another service partner who went out to his home on May 27, 2022. They indicated that he needed a repair to the valve outside the condenser on the line set. This part is not a covered item based on the terms and conditions of the agreement. We communicated this to ********************** on June 2nd.
  
  Respectfully,
  ****, Customer Relations
  
  II. DEFINITION OF ITEMS
  2. Central Heating System
  Examples of Items/Conditions Not Covered: Chimneys, flues, and liners; cleaning and re-lighting of pilots;concrete encased or inaccessible ductwork; concrete encased or inaccessible steam or radiant heating coils or lines; conditions of water flow restriction due to scale, rust, minerals and other deposits;
  fossil and dual fuel control systems and other energy management systems and controls; dampers; asbestos insulated ductwork or piping; electric baseboard heat unless primary heating system in home; filters (including electronic/electrostatic and de-ionizing filter systems) 

• Initial Complaint

  05/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Locate a licensed and insured service provider and schedule a diagnostic appointment.Service Job ID: ************** [#*******] Was done Jan 4, 2021 was given the same guidance only to Be told after I found someone that they would not cover the cost of the work. I had already waited over a year for this issue to be resolved. I have been auto-drafted my payment only to be told that they never have anyone who can do the work. I had mold developing in my vents impacting my health and the health of my family to not get anything done. I was told they would pay 25 for the inspection. Yet I was told to go ahead and get the work done and they would return my money. False advertising. They simply pond you off to a third-party source to look for a provider who never has anyone. I have a simple shower value issue and can't get that fixed yet my document say I have 24 hours 7 days a week service but that is a false statement because you can never get a service. I want to cancel my contract and get a refund on the money that I have paid over the last year to help offset the things I have to pay out of pocket because they failed to do their job. As a disabled veteran, I don't have extras money to give away for nothing

  

  Business response

  05/25/2022

  We received Ms. ****** complaint and regret the amount of effort she put forth trying to resolve her plumbing claim. Our records show that over the last 5 years we have had service partners to send out to her home to address her claims, however, at the time of this claim we were not able to assign an available vendor to send to her home. We can understand how frustrating that would be which is why we offered to provide her reimbursement for any covered repairs by using an out-of-network vendor of her choice. Based on her complaint, and having not received any further information from **************, we have made the decision to cancel and refund the payments she made on her plan from the time she requested service in January 2022. This refund will be returned to the card on file within 3 to 5 business days.
  
  We regret to have lost her as a customer but appreciate the opportunity to answer he complaint.
  
  Sincerely,
  ******, Customer Relations 

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