ComplaintsforCinch Home Services, Inc.

• Initial Complaint

  07/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We have had Cinch since January 2023 on our home, never having needed to use them until July 2024. The air conditioner broke and the weather was a blistering 110 degrees with heat wave warnings in the news. Cinch estimated it would be 2 weeks for repair, which made our home uninhabitable and potentially deadly. We had called on July 3rd at 2:23 PM to see other options to get our air conditioner fixed faster, and we spoke to a representative who authorized repair of the air conditioner and did say it would be able to be reimbursed. A repairman went and fixed the air conditioner the next day at the cost of $275. On July 12th, I sent the receipt to the email that was provided by the representative, on July 17th I got an email response saying "we will not reimburse you for any costs you incur associated with unauthorized repair or replacement of work performed by unauthorized contractors, for the "water heater", although the conversation and the email receipt was for air conditioner repair.

  

  Business response

  08/06/2024

  We are in receipt of Ms. ********** complaint. We apologize for the inconvenience she experienced and the confusion regarding the reimbursement process.
  
  After reviewing the service request, we acknowledge that the air conditioner repair was not initially authorized through our standard channels. However, to address the situation and as a gesture of goodwill, we will proceed with reimbursing her $275 for the repair costs incurred upon receipt of a paid invoice. We have requested this from ********************** and will process the payment accordingly once received.  
  
  We appreciate the opportunity to resolve this issue.
  
  Respectfully,
  ******, Customer Relations 

  Customer response

  08/07/2024

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

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our air conditioner stopped working altogether on Thursday, 7/18/24. I paid the $150 deductible. My husband informed me that it was the fan that moved the a/c in the house was 88 degrees. I immediately called Cinch and the a/c company. The ac company never responded. Cinch said I needed to wait 24 hours even though it was 88 degrees in the house. I waited until the next day. The ac company didn't respond and Cinch couldn't reach them. Cinch assigned me to another company. They said they couldn't come out either. I called them on Saturday and they informed me they cancelled the call and was coming out Monday and they didn't even call and tell us. it was until noon Saturday that I called. I begged them and said it was now 90 in my house. I have 4 animals and my husband who is disabled and myself. She said they were ordering parts. Well if you haven't been to my house how can you order parts. After begging a tech came out Saturday, said it was the blower. After about 15 minutes he said it was also a freon leak. It was strange because we never had an issue however, we were fine with that. Today is Monday (5) days without a/c. The tech did not report it to Cinch. Cinch has no record. Now Cinch wants to assign ANOTHER company to come out and it would be another week. Bascially, I informed them I also have asthma, I use an inhaler. I have 4 pets who will probably not make it because my water is hot from the outside, a husband who is disabled in 90 degree heat in my house. This is ridiculous. I have spoken to so many people I called again this a.m. at ************ at 7:50 a.m. I couldn't understand his name but when he said he would assign it to another company, I decided to send you a message. The company that came out saturday also said the Blower was very expensive and didn't say- we will contact Cinch about your warranty. I have attached everything. I also have spoken with ****** at the a/c company who is very nice. When people have ac everything is easy.

  Customer response

  07/23/2024

  I spoke with **** at Cinch who was amazing and helpful.  They are sending us $350.00 to get a window a/c. Hopefully, be here by the end of the day.  I did receive a call from ******* who is handling our account.  However, Cinch has to order the part.  Today is day 6. I am not sure how much longer my husband and I can manage. He is not feeling well he has a septic hip. I myself do not feel the greatest and I work for a law firm in ********* and at the moment it is difficult due to my breathing, migraines and the lack sleeping. I know this is not the BBB's fault. ******* and **** at Cinch are amazing. However, a part should be overnighted and put in today (7/23/24) it took myself, **** and ******* to contact the a/c company to get the paperwork sent over to Cinch.  Cinch is the one getting the part.  We would just like the part put in our house ASAP so we can use our house and our medicines that are not boiling hot when I go to open them. Especially, since I took take medicines that I cannot miss a day. I appreciate all you can do for us. 

  Customer response

  07/23/2024

  I tried calling ************************* who is handling the claim.  She is the Senior Advocate of Cinch.  It is now 10:16 a.m.  and left a voicemail.  We are now on day 6 with no air conditioning in our home. We were told a part has to be found and then ordered.  We would be advised each time something would happen.  We haven't heard anything since 1:20 p.m. yesterday.  There are all kinds of evaporator motors online and/or ********** they could have had right away.  I am not sure when people purchase a warranty program and your a/c breaks why we have to wait for service this long. It is 88 in **************  My husband and myself along with our animals have been physically feeling the affects and the answer is they have to locate a part. There is no answer to when they will find it or have it put in our house.  Please help us. Although Cinch said they would mail us $350 that probably will not get to our house by the end of the week and by that time who knows.  Our medicines are too hot as my husband and I take many.  I am not sure what else we can do.

  Customer response

  07/24/2024

  They came out today and took care of the ac after me calling again.

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Have a home service contract that they dont give service. They have no problem charging me every month, but when I call for service they schedule a week out only to have the technician call and tell me he wont come out. I called back and they told me they can reschedule for ten more days. This is after Im already without a working fridge/freezer for a week. Not normal to pay each month and not get the service Im paying for.

  

  Business response

  07/31/2024

  We are in receipt of Mrs. ****** complaint and sincerely regret any inconvenience she experienced due to the scheduling conflicts with *****.
  
  We can confirm that the repair has been completed since submission of the complaint, and we have made efforts to follow up with ************** to ensure the repair was successful. We were not successful in reaching her and left her a voicemail message and sent an email to confirm the issue was resolved.
  
  We encourage *************** to follow up directly should she require further assistance.
  
  We appreciate the opportunity to review her case.
  
  Respectfully,
  ******, Customer Relations 

  Customer response

  07/31/2024

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

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a warranty contract with this company through ****** i filed a claim at the end of May for an issue that ive now had twice for my stove. The company has since sent out a tech to look at it. The tech determined the parts that were needed in early June. The procedure u was told by multiple people at this company included them having 10 days since that appointment to find the parts or else they would have to replace the stove. It has been almost 2 months since this claim was opened with no resolution. At this point im paying for this service monthly and a deductible for them coming out and am not getting the services i paid for. i talked to 3 different reps at Cinch in the months of June and July. They all promised to have opened claims with the escalation team to resolve my issue. The person i talked to named May told me she had confirmed the parts were already looked for and unfortunately they were discontinued. This is the same thig the rep i talked to before her told me as well. They both promised me i would get an email with instruction on the replacement stove. Yesterday i called again since i had not heard anything and talked to a very rude rep by the name of *******. She wanted nothing to do with the information i was giving her and did not seem to care that i was already told the parts needed for this claim were searched for and found to be discontinued. She did not care that my claim had been open since June and she did not want to listen to the fact that i was told this claim was at the stage of replacing the item. All the meanwhile my family has been without a stove and means to cook dinners for almost 2 months now. I pay this company $70 a month and $125 as a deductible every time i open a claim. I think its unjust for them to continue to make me wait on this claim for what seems to be internal confusion with their own reps. *** to mentioned this is the second time we open a claim for the same issue and they claimed it was fixed last time.

  

  Business response

  07/31/2024

  We have received **************** complaint regarding the service job for his range. Please know that we recognize the hardship it may pose to go without a major kitchen appliance, and sincerely regret the delay that occurred in resolving his claim. We understand the importance of timely communication,and in this instance, we fell short.
  
  On July 31st we spoke with **************** son who confirmed everything is resolved now. We appreciate the time he took to provide thoughtful feedback regarding the experience, and are thankful for the opportunity to address this complaint.
  
  Respectfully,
  ****, Customer Relations 

  Customer response

  07/31/2024

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

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Wanted to cancel my warranty. Either I forgot or it did not get cancelled by them. Either way, I was charged over ~$700 today for another year of warranty. I called to cancel and get a refund. The operator then spent the entire conversation trying to get me to stay and asked questions about my backup plans, which is not Cinch's business. I asked them to cancel easily 4 or 5 times. They put me on hold and told me they could do a cheaper plan. I said no thank you, cancel and refund my money. They then hung up on me.

  

  Business response

  07/30/2024

  We are in receipt of Ms. ***** complaint and sincerely apologize for the inconvenience she experienced regarding the automatic renewal and cancellation process.
  
  We have verified that the renewal has been successfully cancelled, and a full refund was issued on July 18th.
  
  We regret any difficulties ************ encountered during the interaction with our customer ********************** team. We are committed to improving our procedures and ensuring that cancellation requests are handled more efficiently and respectfully in the future.
  
  We appreciate the opportunity to address this matter and will use the feedback to enhance our service.
  
  Respectfully,
  ******, Customer Relations 

  Customer response

  07/30/2024

   
  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,
  
  ****** O'day

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have Cinch Home warranty. Our upper house A/C unit was broken on 6/27/24 and we submitted a service request but its been more than 2 weeks and our A/C unit has not been fixed. There has been no communication from Cinch home warranty. We request that our "Carrier" A/C unit be fixed with original parts as soon as possible as we are facing dangerous heat wave.

  

  Business response

  07/27/2024

  We are in receipt of ************** complaint. We sincerely apologize for the delays he has experienced while waiting for a resolution on his heat pump claim and the communication gaps throughout this process.
  
  Upon reviewing our records, we found that the job was re-assigned due to complications in obtaining the necessary information to move forward. Since submission of the complaint, the job was assigned to another network provider who found the issue to be the compressor, and the part required is obsolete. We have approved replacement of the condenser, and the equipment has been ordered. Mr. **** has been notified of our claim decision, and we are currently pending completion of the heat pump replacement.
  
  We have provided Mr.**** with our direct contact information should he have any further questions or remaining concerns, and we will follow up directly to ensure the installation was successful.
  
  We appreciate the opportunity to review his case.
  
  Respectfully,
  ******, Customer Relations   
  

  Customer response

  07/29/2024

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

• Initial Complaint

  07/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My name is ************************* . My address is ****************. **************** . My phone #is **********. I buy ***** home warranty since 05/14/2023. My refrigerator was not working. ***** home warranty sent different service companies to fix my refrigerator. But it has been fixed. And I have been told it is not repairable. Seas home warranty states if it is not fix . It will be replaced. But it has been over many months. I have not received replacement. Every time I call. I have been told it has not updated yet and asked me call back. So I need BBB help me to resolve this issue

  Customer response

  07/14/2024

  please see those pictures are from ***** home warranty documents and my plan number is ********  . and my refrigerator information picture too . 
  Thank you for your help .

  

  Business response

  07/27/2024

  We have received Mr. ****** complaint and understand the frustration of being without a major appliance for an extended period. We sincerely apologize for the inconvenience he has experienced while waiting for a resolution to his refrigerator claim.
  
  Upon reviewing our records, we found that the issues were related to the sealed system, specifically the compressor. A previous service company indicated that they were confident the problem could be fixed. Unfortunately, this was not the case. After several repair attempts,the unit was sent to another service provider for a second opinion, which confirmed that the refrigerator could not be repaired.
  
  Mr. ****** service request has been finalized for a comparable replacement model, and we are now awaiting his final decision.We have provided him with our direct contact information for any questions or concerns he may have, and we will follow up to ensure that his claim is resolved as quickly as possible from here on out.
  
  We appreciate the opportunity to review his case.
  
  Respectfully,
  ******, Customer Relations   

  Customer response

  07/29/2024

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

• Initial Complaint

  07/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased the Cinch Complete Home *************** began on 3/21/24. On 4/14/2024, we submitted a claim for our AC/Heat pump system because it wasn't cooling. We paid the $150 deductible. Cinch contacted Redeemed ************* and they sent a tech to diagnosis the problem. A reversing valve was ordered, and we waited several weeks for the part to come in. They ordered the wrong part, so we had to wait even longer. We sent a ******** message to Cinch on 6/13/24 because the outside temp was 90 degrees, and our AC still wasn't repaired. At that time, we were put in contact with ******************************** Case Manager for Cinch. Finally, on 6/17/24 a tech came out to replace the reversing valve, but he overheated it, causing it to be stuck in heating mode. Redeemed Heating and Air said they would send paperwork to Cinch requesting replacement of our whole system. During this time, we emailed and called ****************** about the high temps and that we had heat advisories. We had to purchase portable AC units to keep part of our house cool. We repeatedly contacted Cinch and were given empty promises that it would be taken care of. We'd waited over two months for Cinch/Redeemed to repair or replace the unit. On 7/5/24, we contacted Aire Serv. Two techs came out that day and confirmed the unit needed a new reversing valve. We paid out of pocket $89 for their service call. Later that ****************** gave us a $1,400 estimate to replace the reversing valve and we told her to order the part. On 7/11/24, 2 Aire Serv techs came out to do the repair but discovered that the tech from Redeemed had melted wires when he attempted the repair on 6/17/24. Now we are faced with an even more costly repair or replacing the whole unit. Aire Serv recommended replacing the unit because the repair would cost over $3,000. We've had no further contact from Cinch. Aire Serv will replace the unit this week and Cinch should pay the *** allowed by our plan. See attachments.

  

  Business response

  07/27/2024

  We are in receipt of Mr. ******* complaint. We acknowledge that there were significant delays in addressing the heat pump issues, including multiple part orders and extended repair times. These delays led to the ******* to seek outside service, resulting in the replacement of their heat pump system. We sincerely apologize for any difficulties these delays have caused.
  
  Since submission of the complaint, we have approved a payout for the covered work completed on the heat pump replacement, which is currently processing. These funds will be expedited via Federal Express delivery. ***************** has been provided with this update, and they are encouraged to follow up directly with any further questions or remaining concerns.
  
  We appreciate the opportunity to review his case.
  
  Respectfully,
  ******, Customer Relations 

  Customer response

  08/02/2024

   
  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.   We received the payout for the covered work on the heat pump replacement.  Thank you for your assistance.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I opened a claim on 5/22/24 for my HVAC unit not cooling sufficiently. Cinch sent out the first service provider who diagnosed the problem and submitted a report back to them in a timely manner. There was delays in Cinch updating me on status so I contacted them. I was informed there was insufficient information on the report and a second opinion was needed as that provider stated the unit and internal coil needed to be replaced. A second service provider was sent who told me they do not pay him enough to spend the time to find the true problem. He then did not sumbit a report back and refused the job after he came to my house. A 3rd provider was assigned who came on 6/14/24 who accurately diagnosed the issue and sumbitted to cinch. Again no timely response from Cinch and I had to contact them daily for updates and it always then triggered them to need more information from the provider. Finally on 6/21 I had an approval to replace the coil. Then between Cinch needing the order the part and scheduling with the service tech I finally had work completed on 7/3. On 7/6 I called back bc still not cooling sufficiently. Provided returned and diagnosed another problem. Cinch never reviews until I contact them and I am still being told they need more information or when I call I get different answers. I have been without AC for 7 weeks and it is 90 degrees outside and ***** in my home. Still no resolution or adequate answers. Service order # SCCS53F53FAE

  

  Business response

  07/25/2024

  We received Ms. ******** complaint and sincerely regret the level of service she received during her recent air conditioner claim. Our goal is to provide efficient and helpful service and repairs, and in this instance,we clearly missed our objective.
  
  Since submission of Ms. ******** complaint, we have completed the repairs to her system. We spoke with her on July 25th to discuss her concerns and received valuable feedback about her experience. As a customer ********************** gesture, we have refunded the fee she paid for service, as well as a portion of the out-of-pocket fees she paid during the completion of her claim. We have communicated this update with her via email communication,and she retains our direct contact information should she have any further questions or concerns or need additional assistance in the future.
  
  We appreciate the opportunity to address her concerns and value her as a long-time customer.
  
  Respectfully,
  ******, Customer Relations

  Customer response

  07/26/2024

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

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been a customer of ******************************************************************** company for five years. In June 2024, I submitted a claim and paid a $150 deductible for repair of a broken whole house air conditioning unit. Two weeks later, on June 26 a ***** Home Services repair person came to my home and determined that the compressor was beyond repair, took pictures and left. They scheduled a follow up appointment for two weeks later. A 100f heatwave has since set in and we have experienced health impacts from the excessive indoor temperatures. On July 11, the ***** subcontractor did not report for the scheduled appointment, even though we waited for the entire 8-5pm window of time. On July 12, I contacted Cinch via phone to inquire and was informed that there was a mistake and the replacement parts had not been ordered. Upon expressing my frustration, I was told that they would reschedule for seven days later. However, Cinch would not tell me if this would be another diagnostic appointment, nor whether it was a repair versus replacement scenario and when I might have service again over a month after the initial claim was filed. I was transferred between customer ********************** and membership representatives four times and provided several runarounds about my case being escalated due to health concerns from the extreme heat and the companys mistakes regarding not getting the parts ordered following the initial tech visit. After 80 minutes on the phone, I was eventually able to cancel my policy and am now in the process of purchasing a $6000 replacement unit out of pocket. Im very disappointed in Cinch Home Services and feel strongly that my family was made to suffer through a heat wave this summer because they could not repair the unit and refused to replace it per the warranty contract.

  

  Business response

  07/26/2024

  We have received a complaint from ********************** regarding his air conditioning system. We understand the urgency of promptly resolving the claim, especially considering any medical concerns involved. The technician reported that a compressor was needed, but due to an error in the order submission process, ********************* experienced a delay. As a result, ********************** has decided to cancel his policy and is no longer covered under his plan. Although the deductible ********************* paid is non-refundable, we have agreed to reimburse him due to the circumstances. The payment has been processed and will be funded to the account from which it was paid within 3 to 5 business days. We reached out to ********************* on July 26th to provide him with this update. We regret losing ********************* as a customer, but we appreciate the opportunity to address his concerns.
  
  Respectfully,
  *********,Customer Relations

  Customer response

  07/28/2024

   
  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,
  
  *******************************

*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. ↩