Cinch Home Services
Reviews and Complaints

I have the 'Cinch Home Warranty Plan' and will express my concern about my experience with Cinch, first let me address the welcoming brochure they send after you sign up with them. On the first page you're greeted by a copied message from Douglas Stein, the president of home services. It is a welcoming feel good message about joining them and millions of others who are protected by their services. A section of this reads '... when emergencies arise, there's no need to worry', reading that makes you think you would be protected; especially when you're most at risk. This gets into the situation I am in. My girlfriend and I are new homeowners since December. We bought a home in Minnesota where temperatures can and did reach -40 F. Our furnace was working the whole time but as of March the motor started making a sound. I had a HVAC company come out and address the issue. They ended up red tagging my furnace, I talked to them about the home warranty I have and about a replacement. That is when I made the call to Cinch to set up a claim. I feel bad for people who aren't familiar with navigating phone trees because it is hard to get a hold of an agent. I spoke with someone about filing a claim, letting them know of the previous HVAC tech that came out to address my issue. They responded that they needed to send an approved company to do another diagnosis on the furnace and then they could go from there. That was totally fine with me and they came out the next day. The other HVAC company also deemed that the furnace wasn't safe for operation and needed a replacement. This is where things get concerning and possibly illegal. My girlfriend / joint owner of the home / joint owner of the protection plan gets a call from the approved HVAC company saying they're (CINCH) trying to deny the claim. He explained to us that he had to speak with two agents to tell them that we need a new furnace. The first agent was acting extremely bizarre and aggressive with him. He said he hasn't had an experience like this before. She started to say that they were denying it because we do not have proof that it was operational at purchase of the home. He spoke with another agent who also was trying to deny the claim saying we need to prove that it worked and we will need to send them the report of the home inspection before purchase. Hearing him say that made me realize how unprofessional this situation may get. If they want to act unprofessional so be it, it is their image that they hold and represent. I do not need to be professional so let me tell you why saying my furnace didn't work is stupid. Where I live from Feb 10th to Feb 16th the temperature didn't get above 0 degrees. At night time there were temps as low as -35 F (feels like) temperatures. I don't know what the temperatures were in FL where Cinch headquarters are but rest assured I wasn't sitting in my home without heat. I called Cinch again to only find that the phone tree now recognizes my number as having a claim and kept forwarding my CALL to the HVAC company who have nothing to do with you denying the claim. It was only after I masked my phone that I could get to an operator to ask what was going on and needs to be done. This is where I got the information that a Carmen and a Ronald were the two that kept denying the claim and requesting that I prove with images from my home inspection that the furnace was working. I was getting the terrible impression that they didn't think Cinch's family was intelligent enough to keep the records of the home inspection. The images have been sent over to them and I still am sitting with no furnace (or information), in Minnesota, where today was in the 40s and my home temperature the same. I also took the time to find out the difference in temperatures on Feb 16th between my home and Bocca Raton. 101 F.

We were given a home warranty with the purchase of our house. 3 days after we moved in, our water heater went out. I tried to request service on the website and kept getting a message that there were no service companies in our area, and I needed to call to schedule a service. So I called. I was told over the phone that before they would even TELL ME WHEN they could get someone out, I would have to pay the service fee. I told them I'm not paying anything until I knew what day they could get a repair company out to my house. They refused to tell me, so I hung up. I contacted the realtor and explained the situation to them, and they called the area manager. He called me immediately and told me he would forward my information and that I should hear something within 24 hours about when they could have a service technician out. The next morning, I received this email: Dear We apologize for any delay you may be experiencing. Unfortunately, our service providers in your area are unable to take on your service request in a reasonable amount of time. To expedite your service request, you have the option to contact a local service company of your choice. Instructions for using your own service provider (just four easy steps!): Tell us what's wrong. It's important to have your service provider contact us to share the diagnosis of the issue. They should give us a call at our phone number while they are in your home. Get it approved. Once we've reviewed the details of the diagnosis with your service provider, we will determine what is covered and what is not and advise of any non-covered charges. In order to minimize your out-of-pocket costs, Cinch's approval is required before having any work performed. Fix the issue. After approval is granted, your service provider may go ahead and complete the work. Wrap things up. When the work is complete, it's time to let your warranty help with the costs. Below are the two scenarios for covering the cost of the service request: · If your service provider agrees to bill Cinch directly, you're only responsible for your deductible plus any amount not covered by Cinch. · If your service provider requires immediate payment, we ask that you pay the service provider in full and we will reimburse you for the approved amount minus your deductible and any non-covered charges. Keep reading for instructions on how to receive your reimbursement payment. How to get reimbursed: Please provide the below information by using our document upload portal or sending an email. Contract number or service job ID Description of the item repaired or replaced Diagnosis from your service provider detailing the parts that failed and the cause of failure Your name, complete address, telephone number and email address Legible invoice or receipt with: Service provider's name, telephone number, business address and email Itemized material and labor costs Total billed amount and total amount paid After submitting the required documentation, please allow 2-4 weeks for us to process your reimbursement. We thank you for your understanding and hope offering this option helps avoid any further delays with your service request. Thank you for being a loyal Cinch customer, Sincerely, Cinch Home Services Basically, I have to do all of the work to schedule everything and pay for it up front, and then hope I get reimbursed. This company is a complete nightmare to work with. I have been without hot water for 3 days now, and had I known it was going to be such a disaster working with this horrible company, I could have already had someone out to fix it. What good is a home warranty if you cannot use it? I'm just glad the warranty came with the house and wasn't something I purchased. They need to have a ZERO stars option, because this company doesn't even deserve one star. All you have to do is read the over complaints against them.

We have an appliance warranty with Cinch Warranty (Sears). We began the first week of September opening a claim for a repair of our washing machine. The service was as follows:
[protected] First visit to inspect the washing machine. It was determined parts needed to be ordered and he would return to fix.
9.28-2020 He returned worked on the machine and said it needed yet another part.
9.29.2020. He returned and said more parts were required. He left, machine still does not work. We contacted all again and requested the machine be pronounced dead. They replied that the repair person would have to make that decision.
10.08.2020 Came again. Still not working. We called again and requested it be pronounced dead. They said that a repair person would have to make that decision.
10.17.2020. Rather that have the repair company that had been coming and knew about the machine, a new repair shop was assigned. So, of course0 they had to come to inspect the machine and start from ground zero. They said many of the parts that had been installed by the previous company were not working and needed to be replaced along with a new part that the previous group had apparently broken during their las attempt at the repair. So...guess what? More parts had to be ordered.

As of this date 11.16.2020 the parts have still not arrived. We have now been without our washing machine about two months.
We made numerous calls to Cinch and the repair group now assigned. Each time with Cinch there was a lengthy hold time and often had to call back as I would get disconnected. We don't know what the estimate of parts and repairs would be for the most recent order. I finally got hold of a person at Cinch, who was trying to help, who said she would make us a medical emergency due to the fact that we are both over 70 and my husband has Type II Diabetes and heart failure. At that time we were assigned a case worker. He called once and we never heard from him again and when I finally got through to someone once more, they said they had decided a case worker was not necessary as they had decided we were not a medical emergency anymore. I asked if it was a MD who made that decision and they replied no it was their supervisor who over ruled the original person. I told them my husband would be thrilled to know his medical status had been updated. Such a relief! Since it is risky to go sit at a public laundromat during a pandemic, I have had to pay by the pound to drop my laundry off. So far this has been $98.00 as I have only taken the essentials. The parts and labor so far have been covered by our policy for which we are still paying $50.00 a month plus the $75.00 deductible.
With the upsurge of covid we decided to just admit they had won and ordered a new washing machine which arrived today. We had them haul the dead one away.

We then called Cinch to cancel our policy. They said we could continue it to the end of the year or cancel today and pay for all the parts and repairs up to this point which we estimate to be over $1,000, according to their receipts, or pay a $200 cancellation fee. So, there is no choice but to continue paying for our policy until February as that is the cheapest route. When we asked how we knew that our policy had automatically been renewed after the first year they said they sent us notice. We never received this notice as they sent to our physical address and not our mailing address. They said they did not have that address on record which was incorrect as they had it as the billing address for our credit card on which they had been charging our monthly bill.

To say I would not recommend this company to any one is an understatement. We felt like we had been taken hostage during a pandemic that targets elders. But they say you can't teach an old dog new tricks however, that is not true as we have learned a very expensive and stressful lesson.

This company deserves no stars what so ever. I can tell by the myriad complaints that many share my view of this company and their practices. 1) To begin with, I was misled about the price of a service call before I purchased the home warranty plan. I had called in a simple repair and when the tech called to say he was on his way, he said the call would be $130. Instead, he looked at the problem and figured up a bill for $400 for the service call -- to install a $30 part. He said, "but if you want to buy this home warranty plan for $600/year, we will knock $150 off this service call." I got suckered into buying this home warranty plan by someone who lied about the cost of the service call (AMA appliance repair in Winchester, KY). Further, they scheduled a return to install the part on my freezer three weeks later. This particular contractor used by Cinch was very rigid about when they would come to my locale. The contractor showed a great disregard for the clients. Unfortunately, Cinch never supplied a new contractor, which was promised within 48 hours of my initial complaint. After 10 days, I called the company and the best they could do was tell me they would schedule a new service call. 2) I scheduled two additional services and paid the $75 deductible for each. I had trouble getting the service scheduled (a long story I will spare you), and more than one month later have still not received the service. I called a week ago (March 15) to request my money back for the two service calls and was told I would receive a refund. However, one week later I called about my refund and was told that I could not get a refund because one of the service calls had been completed (it had not), and because I did not accept scheduling of a service tech (the promised new service tech company never materialized, and my service was never scheduled. 3) The automated voice system makes it very difficult to get through to customer service. The system appears to be intentionally circular so that you have a very difficult time talking to a live individual. The wait times are extremely long once you do get through, and they customer service people are not helpful and can be confrontational if challenged. In my most recent call, I was on the phone for nearly an hour and was hung up on while I was on hold. 4) I sought to cancel my subscription, but you can't do this online. On the Web account, there is no way to erase your payment information. If you ask to cancel your service, they want to assess a $150 penalty. So, in addition to paying $150 for two service calls that I didn't get, the company wants to charge me an additional $150 to cancel a contract they won't honor. 5) The only want to block payment is to cancel your current debit card (if you are paying with debit) and get a new card. I will obviously receive a bill from them for the $150, but I will not pay it since they've taken $150 of my money for service calls they didn't perform. 6) I note that Cinch's response to every complaint is that they are very sorry they didn't live up to expectations and blah blah blah. Look at every response. They give the same response. "We are sorry to hear..." 7) A 1.46/5 out of nearly 800 reviews! Seriously? Perhaps it is time for a class action suit. This is a classic bait and switch sort of deal to get people in these contracts. In my case, the contracted service people lured me in by telling me one price for the initial service call, and then used a service call price of more than 3 times what was quoted to sell a home warranty plan. While excellent service is promised, the reality is that service is entirely dictated by a rigid schedule. Who knows if their contractors are any good? I installed the thermostat on my freezer after that first call because they couldn't come back for three weeks. 8) Do not trust Cinch or any Sears Home Warranty offer. They are completely transactional in their behavior. It's about the money they can get out of you without regard for service. There is no care for the customer. You have no way to recover lost funds if you aren't satisfied with your service.

Where should I begin... I was offered a Home Warranty product when I bought my house in 2017 thru TXU My Home Protect Plan. So I agreed because of the age of the HVAC units in this home. What TXU failed to inform me was that their TXU Home Protect Ultra would be ONE nightmare after another! At one time Cinch Home Services was Cross Country Home Services now Branded as CINCH Home Services. Now to the review... In 2017 shortly after buying my home, the East Side HVAC system failed so I called my home warranty company and filed a claim. I was informed that I needed to pay my 75 dollar deductible and that a service technician would be contacting me to schedule an appointment time. After 4 days I called them back and was told that they were having issues finding a service technician in my area but assured me they were working on it. 3 more days pass and finally a technician calls and we schedule him to come out the next day. He shows up in a broken down truck and apologizes for being 6 hours late, due to his "work truck" broke down. He inspects the heating and air conditioning unit and says it needs to be replaced due to mechanical failure from age. The unit both Air Handler and Outside condenser coil were over 25 years old. He says he will contact the home warranty company (Cinch) and make the diagnosis. Fast forward a WEEK (7 DAYS) and I finally get a call from the home warranty company saying that they will be shipping the technician a new unit, but not all of the work will be covered under my warranty contract. Fast forward another 2 weeks (14 days) and the technician finally says he has my new unit and wants to come install it on SUNDAY! So I agree. He comes over on Sunday and removes the old broken unit and then puts the new unit into the closet and says he will be back to hook it up later that day. (He needed to fabricate the duct work that would tie in this new air handler to the existing duct work.) He also states that my cost to him would be 1500.00 for the non-covered parts and labor. So being a dumb a##, I pay him. He never comes back... EVER! So I call the home warranty company and ask WHAT IS GOING ON? They apologize and say that they will contact him or another company to finish the job. Fast forward another 3 weeks (21 DAYS) and finally another company comes out and finishes installing the unit. Now in 2018... The West side HVAC system begins to make noise and not cool the house so I call the home warranty company again. This time I pay my 75 dollar deductible and the the same technician that finished the install shows up and diagnosis the system as 28 years old and needs replacing. He notifies Cinch home services and here we go again playing phone tag...trying to get authorization for repair or replacement and on and, on and around we go... Finally after several attempts the technician says that it needs to be replaced but he can't do it without authorization from Cinch but he gets the unit working but it is only blowing cool air not COLD. Then the technician informs me that he is LEAVING the Cinch service provider network because he cannot get paid from them and is tired of trying to get authorizations. So I GIVE UP and just live with cool air blowing instead of COLD air. Now to JULY (YEAR OF THE COVID)! The same West side system completely fails... I call Cinch Home Services and make another claim and pay my 75 dollar deductible! They turn it over to Co-Owner status because... guess what... THEY HAVE NO SERVICE TECHNICIANS in my area. So I find a company that can come out the following day and the technician diagnosis of the system is grim... DEAD frozen compressor and blower motor. He calls the 1-800 number and gives them the diagnosis and I wait for 3 days to hear back from Cinch only to have them DENY my claim due to the previous claim in 2018 on this same system that they WOULD NOT fix back then! CINCH HOME SERVICES IS A *** You never get to talk to a "SUPERVISOR" or ANYONE that can help or make a decision and are always promised a supervisor will contact you within 24 to 48 hours. Never any satisfactory resolution to any claim that I have made! I give them ONE STAR only because you cannot give HALF Stars! Check out the ComplaintsBoard.com web page and search Cinch Home Services to see all the complaints!

Please, read these reviews and don't get involved with this company. To me, the purpose of having a home warranty is to get items repaired in a timely manner. I had my contract for several years without using it. It is very pricey at $49.99 a month just for appliances. I have since purchased one for another home where everything is covered for $40 per month (appliances, heating and air, garage door opener, plumbing, electrical, built in microwave, ceiling fans, water heater and even roof leaks). In addition, they promise to come out and diagnose within 48 hours and the service fee is way less. I had a problem with both my refrigerator and my dryer at about the same time. It takes weeks to even get someone out to diagnose. With the fridge, even though, after talking to LG, I knew it was the compressor, they refused to fix it on the first appointment (they had to diagnose it first). I asked if the technician could have a compressor with him so that he could fix it at the same appointment and they said "no". He arrived, said it was the compressor. LG sent out a compressor to me in 5 business days and then I had to get another appointment to have it put in. The first technician told me they don't carry compressors in their truck, the second one told me he always has 3 or 4 in his truck (same repair company). All in all, I lived out of an ice chest for 3 weeks which, after reading reviews of this company, isn't too bad - some have been without appliances for months. In the case of my dryer, it took weeks for someone to come out but they at least fixed it at the same appointment. Three days later - same problem. Called for a return appointment. They were supposed to come on October 4 between 1 and 5. I was absolutely home as I wanted my dryer fixed. At 2:00 received an email saying the technician would arrive at 2:40, at 3:00 received an email that the technician would arrive at 3:15. At 3:53, received an email "Sorry we missed you, the technician came and you weren't home." That was absolutely not true, I was here, watching for him and I have 2 dogs that go nuts if anyone comes to the door. I am guessing it was the end of the day and he didn't feel like doing another job so just said I wasn't home. I started calling in right away and they said they would schedule me for another appointment on October 19 - so I have to wait another 15 days. I have tried to get some recourse and I have been hung up on twice. Twice, I have been told the matter has been escalated, declared an "emergency" and that I would be hearing from a supervisor within a few hours. I never hear from anyone. I don't even think there are supervisors. To me, this feels like a game they play. You end up talking to someone in a foreign country that you can barely understand, get placed on hold with the most "obnoxious, unbearable music loop" (please, can't we just wait in silence), told how sorry they are that I am having this problem but they clearly could care less and then nothing happens. I have finally just given up. I will wait for the 19th and hope they come. I do know that the warranty company sends out a repair company and, in my case, the repair company is most at fault. However, if Cinch is going to collect my $50 every month, they should at least take the responsibility to make sure their repair companies are MORE TIMELY and reliable for their customers. My advice to anyone getting a home warranty is this: DON'T, but if you must, make sure they promise to diagnose within 24 to 48 hours - most do but Cinch does not. You may have to wait for parts but if you get a quick diagnosis, it speeds up the process. If you have to wait 3 weeks for a diagnosis and then still need to wait for parts and another appointment, it easily turns into months. READ YOUR CONTRACT VERY CAREFULLY - many of the most common issues are not even covered, especially freon for an air conditioner which is $150-$250 a pound and an air conditioner can use 10+ lbs. Avoid home warranties altogether - put the money you would pay each month into an account and then when an appliance fails, you can either get it repaired quickly on your own or replace it. If something really expensive fails (like an air conditioner), they have all kinds of ways to get out of paying you very much, anyway. I plan to make it my mission to review this company every place I can find to spare someone else the aggravation and hours of wasted time I have experienced.

I have been waiting since July for Cinch Home Warranty Services, (aka Sears Home Warranty) to fix my HVAC problems on my first and second floor. They assigned a local HVAC company in July to diagnose the second floor central air because my ceiling was leaking in my bedroom. The HVAC company assigned came immediately and put in a request (submitted the proper paperwork) to Cinch and requested a new pan because it was rusted out and as of today, I am still waiting. I called Cinch Home Warranty (aka Sears Home Warranty) constantly last year and they blamed the HVAC company and stated that the HVAC company did not send in the proper documentation, which in fact was not true because I spoke to the receptionist at the HVAC company on several occasions. The HVAC company assigned could have picked up the replacement pan and installed it within a day or two but Cinch Home Services (aka Sears Home Warranty) refused to let them purchase the pan on their own, hence I am still waiting for Cinch to order the pan. Well needless to say, the pan never came in and it was apparently ordered according to Cinch in July. My first floor central air was also not working so in the same month (July) the sent the same HVAC company to diagnose the problem. The HVAC company sent in a report stating to Cinch that I needed a whole new unit (407) because my compressor was broken. I have been on the phone with Cinch serveral days a week (Hours at a time) since July last year and no one has rectified the problem. I have been given the run around each time that I have called since July. They even referred me to a third party because they were unable to find a provider in my area that would do the work. They told me that I would have to find a company on my own and pay out of pocket and that they would reimburesment me. I called every local company and no one wanted to work with Cinch Home Warranty because they do not stand by their warranty and are "impossible to work with." I finally called the same company that originally diagnosed my first and second floor central air conditioners on my own and begged them to do the work because they orinally repaced my upstairs unit approximately two years age. This HVAC did a phenomenal job and was able to replace my unit in less than a week after trying to get the job approved for almost two years for my second floor! I stated earlier they tried to complete the second and first floor units since July. It took Cinch Home Services (aka went by the name Sears Home Warranty then) almost two years to approve my compressor for my second floor unit. I contacted customer service representatives at Cinch 4-5 times a week and sometimes 3-4 times daily and they all reassured me that the problems were rectified for my first and second floor (claims since July. On Thursday, April 1st customer service finally transferred my call over to a Case Manager Supervisor. I have asked on every occasion to be transferred to a supervisor and this was the first time that I was transferred over to a Case Manager Supervisor. The supervisor and I were on the phone for over an hour on 4/1 (I recieved a text from Sears Home Warranty at 12:17pm to track my claim status). I explained my situation to the supervior in detail and she said she rectified my situation. I told her to put me on hold while she spoke directly to the same HVAC company that diagnosed the problem. The Cinch supervisor said that she was going to authorize the HVAC company to purchase the 407 unit so that the unit could be installed within a week. The HVAC company has been requesting the 407 unit for other customers over the last two years and Cinch continues to send them the 410 units. My home requires a 407 unit and the HVAC company can pick the 407 unit at a warehouse the next day while Cinch cannot get their hands on them, according to the HVAC company. When I called the HVAC on Monday, April 5th they stated that the Case Manager Supervisor did not call them or authorize the HVAC company on the phone nor via email on Thursday, April 1st. Again, I was told by the Cinch Superivor that she approved and rectified the problem. I have been calling Cinch customer service and they supposably have been leaving this supervisor at Cinch 3-4 times a day. I have also left 1-2 voicemail messages daily on this supervisors extention and she has yet to call me back. I am a single mother of four and I cannot afford or deal with not having my first and second floor units not working another summer without air conditioning! I am so disappointed with Cinch Home Warranty customer services!

Save yourself a lot of hassle and find someone else for your home warranty coverage, here's my nightmare story working with Cinch Home Warranty. We purchased a new home in mid-2019 and paid $749.00 for top home warranty coverage from HMS, now Cinch Home Warranty Company. During that first year the hot water heater began a slow death and I contacted Cinch on January 3 to have a repair/replacement initiated. They entered the job in their system on Jan. 7, two days later I had to call to find out to whom my job was assigned. I contacted the contractor immediately, and was told they do not work on power vent systems and I would have to find someone else.
Cinch was contacted again on the 10th and informed of this. It took another 3 days before a new contractor was assigned to my repair. By now, it is a daily task to reset and start the water heater, just to have warm, not hot, water and by now the circulating pump is now leaking and has to be cut off from the system. The contractor sent out technicians to look over the problem and I was told the gas valve was probably the culprit and would need replaced, but they would recommend replacing the entire 15 year old water heater and collected the $100, non-refundable deductible on the spot. They sent in their report right then in hopes of getting an answer quickly. No reply. I called the contractor every two days and still no reply from Cinch. I began calling Cinch myself only to hear them state they hadn't received the report. I contacted the contractor again and he tells me he's personally sent it twice in addition to the techs.
By now we are two weeks and several cold showers in and the water heater is getting much worse. It's taking multiple resets of up to an hour to get it to warm the water. It has to be checked multiple times a day to keep it barely alive. On the 21st, I call Cinch customer service and speak to '***', and she tells me they still have no report. I contact the contractor and he tells me he spent 3 hours on the phone with them and still no resolve. On the 22nd, I call again and speak to '***' who tells me they are now reviewing the report. On the 23rd, I call again and '***' informs me that he has no information and I need to contact the contractor. I do and what he tells me can't be repeated in mixed company, let's just say it wasn't a positive response. I call again on Monday the 27th and speak to '***' who tells me they've ordered parts, I ask what they are and he tells me a circulating pump, but nothing to do with actual water heater. I ask to speak with a manager and was told there was not one available but '***' the manager would call within 24 hours. 27 hours later, I call again and tell '***' my story and she tells me that an entry was just made that a manager just called and left a message. There was no call and no message. I asked to speak with that manager and not only is he not available, she tells me that the name doesn't exist in their system so she doesn't know who it was. Of course, no other managers are available.
The evening of jan 28, I sent an email direct to the corporate office and give them this story with 36 hours to resolve this issue. I received no response from HMS/Cinch but the contractor stated there was movement on his side. He was authorized to cover the water heater but not the $500 circulation pump that we were told already WAS covered. More calls to Cinch from myself and the contractor ensued over the next few days until the water heater was about dead. I was forced to tell the contractor I would cover the extra expenses just to get this done before we were completely out of hot water.
Saturday, February 8, the contractor called to say his guys were on the way. After going out of their way to retrieve the circulation pump, they arrived and replaced the water heater system. During the install process the cutoff valve to the new pump had a couple small leaks. I was informed that since it wasn't part of the actual water heater, a new claim would have to be submitted to have it fixed or I could pay myself (another $300 or so). So far this new water heater has cost me 5 weeks of my time, probably 20+ hours of the contractors time in phone calls and just around $1,300, not counting the $750 for the original home warranty.
After being told I would have to either go through the warranty process again and pay another $100 deductible or pay out of pocket to fix the new leaks, I spent $80 on all new parts and had them installed without dealing with Cinch again. I'm truly hoping I never have to go through this process again. This has to be some of the worst customer service I have ever dealt with.

I absolutely am not the type of person that leaves reviews, but I had to reach out somewhere to ensure someone reads this. My experience with Cinch formerly known as Cross Country has been HORRIBLE. One day I am downstairs, and I notice I am getting a little hot. I go to the thermostat and notice the screen is acting funny and not responding as it should. It seems to be glitching. I have a Lennox iComfort WiFi thermostat so there are no buttons just a small touchscreen monitor. I put in a claim for my AC when it went out. I did this immediately because I have a newborn and a four-year-old at home. I requested this receive emergency attention because of my kids and wife at home. They did get someone over the same day from a company named M&J Services. I paid the 200-dollar fee that is normal. The tech said I will put in for a replacement thermostat because that is all that seems to be the problem and he left. The next day I receive a call from the Cinch saying that they will not cover my claim because there is "physical damage" to the thermostat. I said that is impossible there was no physical damage to the thermostat it is hidden behind my tv so there is no way even for my four-year-old to damage the thermostat. Since it is hidden behind the TV, I always used the app to change the temperature. I asked for her to send me a picture of the crack that she claims she sees. I was told she cannot send me the picture and that I need to contact M&J services. I told her that I want to dispute this and if we can please start the process. She said okay and we hung up. I immediately called M&J services and requested to be sent a picture of the "crack" on my thermostat. I receive the picture and I say oh, so this is a misunderstanding this is not a crack or physical damage this is the glitch that happens when you try to turn the thermostat on. I told her that I just turned the thermostat off and back on and that line or glitch she sees in the picture is now gone. I send her pictures as proof and beg she send someone else to take a better look at my thermostat. She said okay she will report this to her manager, and I should hear back soon. I never did. So, I call Cinch and explain that the original diagnostic on my thermostat was wrong and I need this decision that they made to not cover my claim be overturned. I was told that I need to hire someone with my own money to run their independent diagnostic and report to Cinch. So, I am irritated at this point, but I say okay and I hired *** and *** to come out and take a look. The tech from *** and *** came over and did his checks and said he did not notice any physical damage on the thermostat it just seems like the thermostat is fried. And after doing some research online happens often on my model of thermostat. The *** and *** tech even called the *** company and spoke with their team for reassurance that the thermostat is fried, and I need a new one. So, this was reported back to Cinch with new pictures proving that there is no physical damage to the thermostat and an estimate on how much this would cost. I get a call from Cinch about two days later saying that I still will not be covered because there is a crack on my thermostat and there is physical damage. I am smiling to keep myself from yelling but I tell the lady on the phone that, that is impossible I had another contractor come out and look at the thermostat and we sent proof that there is no physical damage. And she said well I am sorry I don't know what to tell you. And I tell her to escalate this because I need this covered because I have a newborn and a four-year-old at home. At this point, I am over a week with no AC and have already spent 400 dollars on a portable AC just to make one room in our house comfortable. It has been a few days now and I have not heard anything back from Cinch. I keep calling to get a status update but even then it's just more frustrating because I have to explain this story every time I talk to someone because every time I call I just get told my case is closed and the warranty company won't cover it. So, I have to request for a supervisor to call me. So now I had to buy another portable AC so I can put downstairs so I can stay down there a little longer at a time to do work. Because I am working from home. But for almost 2 weeks now my family has been confined basically to the master bedroom where it is coolest with the portable AC unit in there. This company is basically criminal, and they have not made any of this easier on me. I just want them to do their part, but it seems like they are doing EVERYTHING possible to not cover me. They show no remorse or care for my family. Zero sense of urgency.

Over 3 months and claim not yet resolved. I was a customer with HMS/Homesure for over a decade and was reasonably satisfied with their service, and loved their $35 deductible and relatively low premium. Was satisfied to the extent that I would have left a 4-5 star review a few years ago. Since become "Cinch", everything has changed. The lone positive - the online portal is helpful (HMS didn't have one at all when we originally signed up), making the submission of claims easier to START although it would be nice if their contact info was more prominently displayed, perhaps a "contact us" page with email form would help. The negative, and my reasons for this review (an experience bad enough to warrant typing this long of a review): First, the premium has risen well over $100 and the deductible is $125 now (so much for $35...). Hardly worth paying the premium unless a major appliance dies every single year, or maybe the HVAC goes. Especially disappointing the time the tech took my deductible just to tell me, "we don't service that part of the system", never mind that I told the Cinch person over the phone which part of the system I needed serviced. But secondly, and the main reason I'm DONE with Cinch: I made a claim for my refrigerator in mid May. Long story short, it's August 19th and I have no idea where my replacement fridge is. The first tech tried to service it a couple days later, then declared it a loss. A second tech was called in and said all it needed was a $12 fix (thermostat) and that the previous tech's attempt to fix the fridge by pumping freon into the system is what totaled the fridge, having apparently used the wrong chemical (and never even checked the thermostat BTW). The first guy was right that it was a loss, but only after he apparently totaled it himself. Ok, things happen... fine. Cinch offered a replacement, and fairly soon after too. They offered either a slightly nicer model (though different brand), or a cash payout that wouldn't come even close to allowing us to get a similar quality fridge. Obviously they only offer their wholesale price (as if that can be considered equitable when it's useless to the customer who cannot access that price). Again... fine... just send a new fridge. It's a nice model, we'll be more than happy with that. Time passes... Covid19, the world is ending... again, fine. I'm willing to roll with everything so far, maybe 3-4 star rating at this point, but not dropping the company. Yet. At least 8 phone calls and countless hours on hold later, and no fridge has been delivered. The delivery company says they do see an order, but it's not being processed for some reason. The manufacturer is unreachable. I call back Cinch AGAIN. This is when I get passed from one person to another to another, each time on hold for 20-30 min in between, each time starting the conversation literally from scratch, "hello, what is your name? How can we help?" Really!? I refused to repeat everything to the third person and he (very kindly and patiently I want to add) took my info, understood my frustration and told me his "supervisor" would call me back. I thanked him at the end of the call for his calm professionalism. Days go by. Then the supervisor calls. After 10 PM. And has no info on me or my issue at all. I get pretty upset and will admit to being somewhat argumentative at this point, raising my voice. Nothing bad mind you, but I did tell her I wasn't going to bother telling my story yet again when the reason she was calling was supposedly to address my problem specifically. I said she could just let me know when she'd taken the effort to read my file, which, as I suspected, was open on her computer in front of her. Took her all of 20 seconds to get up to speed. Is it too much to ask that this happen before the call? She said someone would call me back within 3-5 business days. That was almost 2 weeks ago. Multiple emails to the only address that seems to work have gone unanswered since then. Just can't bring myself to call again and sit on hold for another 90 minutes. I submitted this claim in mid-May. It is now August 19 and I do not have the replacement. Thankfully my old fridge has limped along and no one has gotten food poisoning yet. What else can we do? The last tech said it wouldn't last much longer... And just to rub it in, the job has been listed on the website as "resolved" for months. As soon as this matter is settled (whether by Cinch, or in small claims court), we will be dropping the service. I strongly recommend AGAINST Cinch Home Services. Go with someone else, or just save your own $ and don't bother with a home warranty. Not worth the frustration and lost hours on hold. Covid19 is no excuse for this level of ineptitude and indifference. I still have to do my job, which takes far more effort now, but I still do it. They need to do theirs.

Ugh so much to say. So the seller tacked on this 1yr warranty which was bargained into my closing price that my realtor highly recommended. My claim was filed in early October for my shower and tub not giving any hot water pressure (this was 10 months into ownership). I would soon be dispatched a local plumber to diagnose and repair this. Except not so soon. I was expected to have to wait 2 weeks for a plumber that Cinch assigned on my condo's shower to even attempt to diagnose my issue. Not without payment as well (I'll talk about this later). Well, expect the warranty service valued at $1000 to be better than something that lets a customer wait 2 weeks so I assertively called Cinch back and asked to be sent a plumber sooner. They check again with a different local certified company and *** is in my condo the next day.

Just as suspected, no water in my tub. *** leaves me that day with an estimate that says he'll get the water back as soon as we have access to a main valve that is behind a door only maintenance has a key to. In anticipation I give him any information for him to get an appointment set up. I assume he's working with the association or that Cinch at least has his schedule. A week goes by and *** responds saying the Cinch rep was "just totally inaccurate and everything." At this point, I currently have the option to not shower or drive several miles to my parents house and use theirs. I try calling Cinch to explain this inconvenience and they respond by telling me it is my job to get access to a main valve. I also need to give my association a 24 hour notice when it is turning off because it turns off the whole buildings water.

***'s "estimate" he left didn't have a price and I don't know his schedule. I assume he leaves the price out because I have a warranty but their should be something with Cinch in writing telling me I have and deductible or how much labor they are planning to reimburse. I end up being left in the dark here but thought parts were backordered so I patiently wait to get a call back. *** calls back the end of October telling me he can only get someone to reimburse 2 hours of his labor. I was left in the dark on this so I call Cinch and ask for that in writing but was sent NOTHING. Going off a third party's word I don't actually know what I should be getting reimbursed. Then *** quotes "$500-$700 in labor alone" and requests I try getting a 2nd opinion. It sounds like he wants to bill for the time the maintenance guy does his job of turning on/off the main valve (which as I previously mentioned I am responsible for doing with 24 hr notice). He tells me Cinch is covering bare minimum cost and this is nearly a month later without knowing his schedule so when do we agree to get the main valve off? We don't. At this point I have nothing in writing, I'm not sure when he can actually do the labor if I want to pay him, he recommends someone else come out and look, no one is really in contact with me, and I don't have a shower and its going on a month.

So, I look up a plumber I know who tells me he can do the labor and that $500 to 700 was way too high but my association only has hours they will allow the buildings water to be shut off that won't fit into the 2nd plumbers schedule (9-11 and 11-1 M-F). He tells me what to buy walks me through the process and I do it alone the next day after I have maintenance shut off my main valve. It's 10 minutes of labor that I did with no prior plumbing experience and the shower is on again with full pressure.

This brings me back to a $100 deductible (Service Fee) I was charged in the beginning. I call up the warranty company and tell them I did it, not the plumber, ***; and for all the headache and inconvenience that it caused. *** waited weeks and I got a very unreliable quote that I didn't even understand if it was being covered because he said I'd be better off getting a 2nd opinion. No service was done. I paid $100. *** affirmed my hot water pressure wasn't there. I fix it and ask for my money back or to be reimbursed for what I had to buy out of pocket and the inconvenience of always having to go through the automated warranty service center. I often drove to other people's houses who were kind enough to let me use their shower. I ask for my $100 back and the rep at the Warranty company refuses.

The rationale. It was already paid out for the plumber's service. The plumber drove to my place once. I did the service. I gave notice and shut off the main valve. I replaced my Moen hot water cartridge. It ultimately reimbursed *** for gas. Where/when can I see $100 for the gas I used to bathe myself in a place besides the condo I live in? What about the gas which came out of my pocket? Better yet has Cinch even checked in to get the status? Did it concern them that between 10/12 (claim filed) and 11/9 no service was being provided? I am a very unhappy customer. Wow, do other customers get treated the same?

If there was a zero- rating I would give to this ***, anti-compliance with contracts, don't care about their clients, company.
This is a rather long review but I think informative and worth the read for others who are considering purchasing a home warranty.

Let's start from the beginning. We bought our home a little over 3 years ago and part of the sales contract was that the seller would provide a 1 year home warranty company of our choice. Fixed came highly recommended and so we went with them. Over the course of the first year, we had a couple of small things happen (mostly associated with the pool) that Fixed jumped on quickly and fully covered minus the initial service fee which was in the contract. Based on their outstanding performance we elected to reup with them again. So, year two, one of our two air conditioning units wasn't keeping up with the Las Vegas heat (105-115 degrees). We called Fixed and they got someone out right away to look at it. The found several holes (and documented them) in the compressor coils. The technician recommended replacing the compressor as there was no way they could, by code, repair the leaks. Fixed only authorized the refrigerant replacement, I guess figuring the leaks would stop themselves (note sarcasm). They recharged the refrigerant, and at least we were back to cooling for the remainder of the 2020 summer.

Since we knew there was a deeper AC problem, and, that Fixed had been extremely responsive in the past, we again reupped with them for another year. We now get to 2021. Sure enough, the AC that failed the year before completely failed in July . We called Fixed and they sent a technician out the next day. His report again recommended a compressor replacement as it now was unfixable. Fixed didn't apparently like that response and with no movement or communication to me until I called them after a week, sent a second technician to diagnose. His response was the same, new compressor needed. 5, count it, 5 WEEKS later in 107 degree Las Vegas heat, they finally get around to installing a new compressor. It was then the technician informed us the Cinch had bought Fixed and authorization for anything over minor repairs now got routed to Cinch.

We now move forward to this past Thanksgiving week 2021. My wife and I were out of the country on vacation. On Friday morning, our neighbors were walking their dog past our house and noticed water leaking outside our garage and down the drive way and also heard a hissing coming from the garage. They immediately Facebook messaged us and we told them we couldn't get there for a couple of days, and so they shut the water off at the street to stop the leak and minimize the water damage. Folks, if you don't know your neighbors, please meet them, it saved us a BUNCH of potential water damage had it been left running for two more days! So, we knew it had to be the water heater which is the only thing connected to water in the garage, and on Friday Nov 26th, I opened a new claim on the Fixed app. No response. Apparently Cinch doesn't work weekends, holiday's, or off hours. We arrived back home early Sunday morning and were able to isolate the water heater from the house main water and got water restored at least to the rest of the house (albeit cold water only). I called my home owners insurance policy company who hooked us up with a contractor who came out that morning and tore out the water soaked drywall and began drying the place out, and then Cinch finally responded (I wish I could work their hours) and Cinch got a service tech over to take a look at the water heater. Sure enough, the water heater tank had sprung a leak and needed to be replaced. They submitted the serial number, type of water heater (power vent), and specifications to Cinch. 4 days go by and the service provider tells me they can get the water heater but Cinch doesn't like their price and wants to procure it on their own. 2 more days go by and the service provider calls and says that Cinch has gotten a new water heater and it is waiting to pick up and they schedule an installation time. We're ecstatic at this point and schedule it for the next afternoon! I take the afternoon off of work to meet them for the install. As I'm waiting, the service tech calls me and tells me that when they went to pick up the new water heater, they found that Cinch had tried to save a couple hundred bucks and ordered just a regular water heater and not a "Power Vent" and by code they could not legally install a non-compliant water heater. Long story short (I know, it's much too late), I'm now 13 days and counting without a water heater, and multiple calls and text with customer support, Cinch has just now agreed to purchase the code compliant water heater, although they could not or would not provide a timeline. Getting really tired of cold sponge baths, and washing clothes/dishes is suboptimal! We spent last weekend in a hotel just to get a hot shower and bath and I'll be submitting those receipts to Cinch to be ignored.

Bottom line...if you choose to purchase a home warranty (and it has its advantages, especially with a new purchase) chose ANYONE other than Fixed/Cinch!

This company has the absolute worst customer service that I have ever experienced. We previously had Residential MD Gold and the name has since changed to Cinch Home Services. The services has drastically declined prompting me to file a complaint with the ComplaintsBoard.com and to leave this review. I initially filed a claim regarding our air conditioner as one unit was not cooling. I placed a claim and a service provider was sent to address the problem. The company evaluated the problem and while they were able to get the air conditioner working again, noted this would be a continual problem and that the unit needed to be replaced. They offered to provide a quote for replacement and I agreed to meet with someone from their company to determine what options they had to offer. The consultant who met with me told me that if I used them, they would offer a 40% discount (essentially "taking the hit") should the warranty company not agree that the unit needed to be replaced. However, he noted that his company would work directly with Cinch Home Services to determine if there would be any compensation toward replacement which would subsequently come to them, thereby taking me out of the process. To receive this "discount," I had to make a decision that day before they closed their report out with Cinch Home Services Having had only one other item replaced, I recalled that the procedure was different and that I had worked with the warranty company directly. So, I called and spoke to a Cinch Home Services agent who told me that a replacement had been authorized and that I would be contacted directly the following week after identifying a comparable replacement. I would be provided with replacement options or financial compensation should I opt to replace on my own. When I did not hear a response from Cinch by the next week, I contacted them again and was told that the service provider noted only that the AC had been repaired and was working. This is in direct contradiction to the conversations that I had with the service provider and all of the pictures that they took that they stated would be included with the report supporting that the unit needed to be replaced. I asked them to send the pictures and have all of them. Additionally, it contradicts what I was told by the agent I initially spoke with regarding this issued. I requested that Omar (the agent with whom I spoke during the follow up call) listen to the recording of my conversation with the initial agent given that all calls are recorded for quality assurance. He assured me this would happen and that I would receive a call from his supervisor in 24-48 hours. I have since called at least 4 additional times and never received a response from a supervisor. In fact, the agent that I spoke with today (Denis) told me that I COULD NOT speak with a supervisor; however, after I insisted he stated that a supervisor would contact me in 24-48 hours. I stated that I preferred to wait given that I had called multiple prior times and not received a call back. He told me that I could not wait, that he had addressed my concerns and would be hanging up. Of note, he also stated that nowhere in any of the prior calls was it documented that I was told that a supervisor would contact me despite me being told this on each one of them and documenting the names of agents with whom I spoke and having a witness to one of the many calls.

- The second claim is specific to our water heater. The technician sent was very professional. He evaluated our water heater and made the following notes on the description of work:
"40 Gal Tall NG Premier WH leaking from inside the tank. Non-repairable and needs replacement. Waiting on autho."
He stated that I would be contacted directly by Cinch Home Services in 24-48 hours. When I WAS NOT contacted, I called and spoke with an agent. I was told that it would take up to 7-10 days for authorization of a replacement. I called again today to check the status of this claim and also my request to speak with a supervisor about the prior claim. Denis stated that the technician noted that the water heater had rust and as a result my claim would be denied because that is not covered by the warranty. I have reviewed the warranty documents and did not see where such a provision was noted. Additionally, if you review our claims history with Cinch Home Services, you will see that we have requested service several times regarding our water heater. Each time, whatever quick fix is available has been done rather than replacing the water heater. As such the inability to repair the water heater reflects the multiple times it has been serviced rather than replaced to the point where it is no unable to be repaired. However, now that a service provider has said that it needs to be replaced, Cinch Home Services says it is not covered.

I understand that the Cinch Home Services business model is to continue to have customers pay monthly for warranty coverage, then pay deductibles when something breaks, and then avoid replacing appliances until they no longer, stating that replacement is not covered.

Upon reviewing this ComplaintsBoard.com page, it is clear why the customer rating is 1.43/5.0 and why there have been multiple complaints and a high level of dissatisfaction. If zero stars was an option, that would be my choice. This company's practices border on ***.

When consumers pay for a service, they are expected to be granted the service. This letter is in reference to my experience with Cinch home services . By May 17 2020, the full amount of my warranty ($529.00) was paid to Cinch Home Services. The contract with Cinch covered repairing or replacing appliances in my home. On June 21, my refrigerator, broke. I attempted to troubleshoot the issue via the manual. On June 24 I filed a claim with Cinch on their website. I was given a confirmation with service order number. I also received a verification email. I contacted the service provider I was given in the email. However they were not available to come out to assess the problem with the refrigerator until Jul 9, 2020. On June 25 at 12:32pm, I called back to Cinch to explain to them that XXX could not be available until July 9, and was given the contact information to XXX repair. I called XXX but was told that they would also not be available until July 9. So, I called Cinch on June 25 at 8:15 pm to notify them that the repair companies they referred were not available. I spoke with XXXXX and was told that someone will call me. No one ever called. On Jun 26, at 2:21pm I called Cinch and spoke with XXXXX and explained to her exactly what was going on with the claim on my broken refrigerator. She stated that she would "send it to dispatch within 24-48 hours. Dispatch sent me an email notifying me that they had assigned my request for service to XXXX who stated that they were not available to come out until July 9.
On June 30th at 11:47am, I received a call . The call back number they left for me to contact them XXXXXXX was disconnected. I called XXXXXX three times and was transferred to a number that went straight to voice mail. I left several messages but did not get a return call. When I finally reached someone at XXX I was told that this is the phone number to the fire house who answers calls for several companies. I then called Cinch at XXX and spoke with XXXXXXX. She read the notes from the computer and stated that someone would be in touch with me within 24-48 hrs. No one ever contacted me. When contacting Cinch I give them two phone numbers where I can be reached at all times. There are actually three forms of contacting me. Besides my cell phone and work phone, they also have my email address. Knowing the situation with my broken refrigerator, I have not received a phone call from Cinch since filing my claim.
On July 1, I received an email from Cinch. In the email they apologized for any delay in service and any inconvenience this has caused. I was informed that a pre-qualified network service provider was not available in my area at that time. They can allow me the option to contact a service company of my choice to expedite my service request. I was reminded of the non-refundable deductible associated with my claim. In the email from Cinch, it stated that "a copy of the detailed invoice is required for all reimbursements made on behalf of my warranty. I was given an option to either submit the documents by clicking on a link or via email.
I contacted XXXX Service, Inc. on July 6. A repair person came out on July 9. He performed an assessment on the refrigerator. I was given an estimate for the repair on the refrigerator. The estimate repair was submitted via the link in the email which allowed me to upload the documents directly to Cinch. I also emailed the estimate repair to the email provided by Cinch.
I did not receive a call from Cinch. On July 13 I called cinch at 11:05 am and spoke with XXXX. I informed XXX of my situation. I explained to XXXX that I emailed the invoice to Cinch but has not heard from anyone. He informed me that a supervisor would contact me.
I did not get a call from Cinch. On Monday July 16, I once again called Cinch and was told that if I submitted the invoice on Friday, it may take a few days to process it. The office I send the documents to do not work on weekends and it may take a few days to receive the invoice for repair.
On July 20 I called Cinch and spoke with XXXX who told me that they had not received the invoice that was sent on July 13. He connected me to the supervisor "XXXXX". She also informed me that they had not received the repair invoice that I email and uploaded to Cinch. I notified XXXXXX that I was not pleased with the service received from Cinch and that I would notify the ComplaintsBoard.com. I was told by XXXXXX that I had the right to notify the ComplaintsBoard.com.
On July 21, at 1:06pm I called Cinch and spoke with Omar. After explaining my situation, he informed me that I could speak with someone in either case management or authorization since they still had not received my invoice. XXXX transferred me to authorization who transferred me back to customer service where I spoke with XXXXX. She read the notes in the computer then the call disconnected. No one from Cinch contacted me.
It's now been a month since my refrigerator has been broken. The service I've paid for has not been rendered. No one at Cinch is communicating with me unless I contact them. This letter is meant to notify the ComplaintsBoard.com of the terrible, unacceptable service by Cinch Home Services. I would recommend that they are contacted by the ComplaintsBoard.com to discuss this issue. In hopes that the ComplaintsBoard.com can find out why I have not received the service I paid for.

Lost all Respect for the Sears Name:
The goal of warranty is to be there when you need it, to avoid unnecessary out of pocket costs, etc. Cinch backs up "Sears" which has been a trusted American name known for being honest and reliable. Sadly those that typically utilize (and need) these services are those that cannot afford an unexpected repair and generally are mid to lower socioeconomic statuses.

I purchased the home warranty when my dish washer needed repair and then didn't use it again till the dryer and washing machine went out at the same time. When I filed the claim, a true "sears" repair person came looked at both machines ~ did a make shift repair on the dryer and ordered parts for the washing machine. They were very pleasant. Parts came very quickly (shockingly during COVID times) but the install/repair follow up was delayed because the tech was out ill for 2 weeks (probably COVID). After the parts were installed, the machine still didn't work (filled water when it shouldn't and cycles were off) and then the dryer same issue happened again.

Called back, asked for them to come out again, then they sent a third party technician. That advisor was generally very rushed, condescending, didn't take the time to listen to the issues and/or properly diagnose what was wrong. Assumed it was the motor quickly and ordered the motor for a 20+ year old washing machine. The part does not come in and is on back order two times. I call to follow up and either I get a full mailbox or another ineffective phone call. The part finally comes weeks and weeks later, and it is installed. The tech rushes and says well it looks like it is working. I explain I don't know how the motor is going to fix the problem with the cycles being off. He leaves. I run the wash after he leaves in a rush. The machine immediately doesn't work properly (agitates when it should be filling, stops working all the sudden, fills water when it shouldn't, etc.). I call him back immediately expressing my frustrations that I have been without a working washing machine since late April (claim filed) in a caregiver home where laundry is a necessity and we are in early August. He said he will come back. 30, 40, 60 minutes pass and he is not showing back, no answer from text or phone calls. I call Cinch express this horrible experience, extreme delays, and asked urgently that I needed to get this machine replaced. I expressed that the costs incurred by Cinch already have exceeded the cost to have replaced a unit. This does not include the $100 deductible I have paid, the lost hours from work, the cost of laundromat services, the monthly continued premiums of $69 that Cinch keeps taking from my card regardless of them not fulfilling their contractual obligations. They state that they will send yet another third party technician. The awful technician showed up finally and makes condescending responses saying, "what you stand here the entire time to know how the machine should and shouldn't work" and "do you have the "machine specs" do you know what the "machine specs are." i.e. when it should and shouldn't agitate, fill water, spin, etc. He leaves, I decide it isn't worth arguing with this man.

I schedule the next technician (the 3rd one) Cinch suggested. In advance of their arrival. I video on and off a wash to show all the issues that I experienced... i.e. it just stops working... i.e. it fills when it shouldn't...i.e. it agitates when it shouldn't. The next technician came observed the machine, watched all my videos, and agreed. The machine should be replaced. They communicated and filed back to Cinch on August 11th that my machine should be replace given 3 technicians have attempted to fix or evaluate with no success and the machine is 24 years old. Seems excessive and should have been replaced by now. Cinch has incurred more than the cost for them to have replaced it which I articulated to them 3 customer service calls ago.

Well it is August 31st, no call, no email, no text from Cinch to replace my unit, no follow up of any kind. So I proceed to contact them. The help desk individual looks up my claim and notes. I explain the issue in a condensed fashion explaining I have been dealing with this since late April. They apologized. Looked it up and said, oh it is awaiting for authorization to replace. So the determination has not been made as of August 31st when I called (another dropping of the ball on Cinch's part). No one has contacted me and I guess wouldn't if I didn't call to check on it. I asked for them to inform a supervisor as they have no authority to do anything to escalate and are trained to just kick the can down the road, check a box, and get you off the phone or chat box. I previously have called and asked to speak with a supervisor. I have never been called by one or ever got transferred to one. Everyone blames COVID and at times makes it seems like I am being unreasonable. I can appreciate COVID delays, that is not my complaint. My complaint is the wasted time, money, frustrations and the urgency for my husbands care to need a working washing machine daily in the house. I work 50+ hours per week. I know hard work. I am respectful to customer service but my frustrations and the unacceptable lack of responsiveness and follow through.

At the end of the day, based upon this horrific unresolved matter as of today August 31st, the service is not worth it. The amount of $69 monthly premiums they continue to charge me since the claim ($276), the $100 deductible paid, the missed work for 3 technicians to come and evaluate plus 2 install days (so 5 partial days missed from work) (let's call that $500 based upon an ntl' avg), and lack of empathy from a few parties (one very bad technician and a few Cinch customer service reps) costs well beyond a washing machine replacement. In fact, I could have upgraded my machine by now. Lastly, I never concluded above on the dryer. They didn't fix it. I ended up buying a drill, taking off the back and fixing it myself because I couldn't deal with it anymore. The saddest part is that no one cares.

WARNING RUN AWAY

This *** apparently took over Sears home warranty. I never received notice of this, via email, text, voicemail, or U.S. mail.

I have been paying automatic withdrawal from my bank since spring of 2018. Not once late on payment. I (had) a whole home warranty: HVAC, plumbing, electrical, appliances. I am located in Las Vegas, NV.

Dec. of 2018 my 1st Gas package HVAC unit failed, Sears sent a tech out, said I had a cracked heat exchanger on a 25 year old unit. Then five days later they sent a tech back out to verify first tech. Long story short, almost a month in December -Jan 2019 No heat with four children and a disabled family member that requires 24hr Registered Nursing Care. The company that eventually came out installed a new (cheapest) unit, but did an amazing job, and even handled the completion of the city inspection. At this point I realized how the dog and pony show works, but grateful to have heat, and the new cheapest unit should give me at least 10 years of solid service. I did have to pay $1,100.00 total deductible for the completion of this job.

I had a refrigerator break, they sent different techs out 9 times to NEVER repair the unit. Also Never gave me 500.00 to put down on the new refrigerator if they deem it unfixable, because apparently they just hope you give up, which we did after 9 months. I ended up having to purchase. (of course during lockdown pandemic when unit finally failed)

I had a dishwasher break, they sent a tech out, then a month later it literally melted electrical inside the unit, smoke came bellowing out of it and blew up, and is still blown up to this day.

I had a $450.00 Moen kitchen faucet with cartridge failure, (Sears) sent a non-sears tech out, that said the faucet must be replaced with a 120.00 faucet. I laughed and said ok thank you, will think about it. (Mind you I had to shell out a 100.00 non refundable deductible for each FAILED repair. ) Long story short, I never got my deductible back, the company that quoted us the junk faucet blew my wife and my phone up for a week before they took the hint, and yes they were very ignorant about it. I had notified Sears I found a Direct OEM Replacement cartridge on amazon for 25.00 took me less than 5 minutes to replace this cartridge, and to explain to the company we already told them no, we repaired this faucet ourselves, and to leave us alone.

Fast forward to November - My 2nd HVAC unit heater had failed, only this time I am in a very bad situation, like most of the rest of the world. I personally have not worked in 36 months due to my disabled family member (Dec. 2020) and was going to get hired in March when lockdown occurred, and all hope for any employment is now vapor.

I tried to call Sears, I couldn't get through, I look online Sears is bankrupt? Cinch home warranty is now who I contact. They did send someone out, (the same crappy company that wanted to trash my 450.00 kitchen faucet over a 25.00 part). Immediately the technician flipped a switch and got mad at me because I had asked him politely to go through the back yard to access my roof, and to not walk on ANY of my tile roof (I have shingles around my rooftop units). I lost my homeowners insurance January because I need a WHOLE roof replacement which yay me, I cannot afford a 40,000 dollar roof right now. (and the most obvious, our family will be homeless and lose everything because no homeowners insurance if this place burns down from all the space heaters, and broken Gas heater) The technician got bent because I asked him politely not to walk on the roof because it has failed. The technician ignored me when I tried to ask him questions. (when he was down on the ground not working) The technician said your heat exchanger is cracked, and in order to replace your unit I will have to de-rate your 3.5 ton unit to a 2.5 ton unit. (of course the red flags went off, this is how they buy a cheaper package and rip me the homeowner off, also it is a 4 ton unit?!) As he was loading up his van he said oh and it will be a minimum of a week just for paperwork to send another tech out for verification. I was furious when he left, de-rate my unit? Which will run 24 hours a day in the summertime, and you don't care about my family- little children and disabled parent have no heat. This dude acted like this was his house, and he paid the bills here!?

I called Cinch back, and requested a different company. Wow! What a mistake, the first tech called my phone and my wife's phone almost 50 times, came to our house and rang our doorbell for 20 minutes harassing our family? I thought I was going to have to get Metro police involved.

Second company came out and said nothing to us, verified the unit needs replaced, said he was ordering a heat exchanger, and other parts, and to call them in a few days to see what's going on. (Not the other way around)? We tried to call the second company back a week later, to get a recording during business hours, and no call back after leaving my name and number.

I called Cinch. They hung up on me five times, had my wife call, she gave our address, and they hung up on her.

We waited till the next business day and called them again, I begged and pleaded to speak with management, they said WE DO NOT have a manager, how can I help you over and over. I hung up.

I called next business day after finding a number to Cinch home warranty office in Florida, I finally got supposed management that told me she does not have a direct number and that our case will be assigned a medical something or other which never happened. Next day a woman did call back and left a voicemail saying to call her, we did call back half an hour later politely left name and number and we will be eagerly waiting for her call, she never returned our call after 3 days of waiting. I called Cinch again after another half an hour with being transferred and explaining all this over and over and over, she said oh you have been approved for a replacement but it will cost me 2,600.00 and some change for deductible. I had her list out the complete cost and what a terrible rip off, 350.00 for the box and whip, which is sold at home depot (same unit) for 80.00, the whole list was like this. I explained that most of the charges were almost 3 to 4 times the average cost. She then said well you could do a buyout. She said we will send you a check for 2000.00, or call the company that wanted our money but never called us, and did not care. We STILL didn't have heat. I said SEND ME THE CHECK!

I sold my truck. I have sold almost all my belongings since March. I just spent the last of our money for food and gifts, to buy this 6000.00 unit (labor, install, and inspection) I did receive the check 10 days later, and I ultimately paid 4000.00 for a matching unit, 10 year warranty, installed the very next day after I hung up with Cringe I mean cinch, and it was worth it to starve my family, and tell em sorry no santa till maybe march because we finally have HEAT! I am NOT exaggerating ANY of this, this IS really what is happening to us NOW! In fact after all this we may be homeless in Jan-Feb2021.

It gets better. I called 12/17 to cancel my Sears home warranty, and the lady says I have to put you on hold to someone else, and I wait on hold 10 minutes, and get a woman who says I am unable to cancel my home warranty because I am under contract with them.? Say what? I never read or signed anything, and I never received anything stating this, change of Ownership etc. I need to pay 300 plus dollars to cancel? No work was EVER completed, I also lost that 100.00 deductible for no work and the five space heaters I had to buy for each of us to stay warm, risking burning our house down with no homeowners Insurance, while being without work, no money to eat, I am on all kinds of meds because I need 30 teeth pulled from an infection from wisdom teeth, and do not have the 7k to pull teeth, and still need money for false teeth. THIS IS INSANITY!

Oh well I lose, and I will continue to lose. At least for the time being we have shelter and heat!

Please stay away from this company, and apparently you will not be able to cancel without some form of punishment, after they take advantage of you from every direction.

On 5/16/2023, I contacted Cinch Home Service for service on my washing machine. The technician came to my home the next day and after checking the machine stated he needed to order parts to fix it. Not hearing from the company after 3 weeks, I called only to be told that only 2 of the parts were received and they were waiting for the 3rd part. Again not getting any update, I called Cinch and was told the part they were waiting on was received but was damaged so they had to reorder the part. This was a month later, no calls, no emails. I wrote a letter to the *** a week ago which has not been answered. I have spent $50 per week at the laundry mat but I guess this company does not care about the very people who keep them in business.

Contacted home warranty company to resolve leaking faucet. Of course they contracted a plumber that answered the phone after hours just to tell me to call next day, because they were closed. *** said they couldn't check it out for a week and a week later when they arrived an hour after the scheduled time they just took photos of my faucet and stated they needed to submit the photo and wait 48 hours to hear from the warranty company before doing anything. Then the plumber asked me if I had submitted any claims on the faucet before and how long I have lived in my home. Called Cinch and "Jovelin" informed me I had to wait 24 hours and they would call me to schedule a repair. I would caution anyone wishing to do any type of business with this group.

On about 4/28/23 I scheduled the initial appointment and paid the $100.00 deductible because our dryer had stopped working. They came out as scheduled on 5/3/23 and got the dryer working. It ran 1 load and then we had the same issue. I called that night and scheduled another appointment for 5/8/23 between 12pm and 5pm. I took off work to be there for the technician. I received several confirmation text messages confirming the appointment yet no one showed. No one cared enough to even text or email me to cancel. I called at about 5:30 on 5/8/23 to find out why no one came or called and was given no reason. I was told only that they would email me to get my availability which has not happened either. I will not wait 6 months like I did with the dishwasher for them to fix it. I need my dryer.

Filed anew claim may 26 2023 to get my ac unit repaired. *** finally sent someone out to fix it on july 8th 2023, upon arriving after replacing the air handler he found out the compressor needed to be replaced. *** then sent soneone out july 14th who i thought was going to replace it but no he came took it apart and put it back together and told me the exact same thing. Now it is july 18th 2023 still unresolved no timeline for when the part will be here or when i can schedule the appointment. I have missed time from work due to this the excessive heat has made me sick, ive gotten hung up on by multiple customer *** reps. *** are still taking my money monthly for my dues while are not fixing my issue and are providing poor customer *** and arent allowing me to speak to a manager. I need this resolved immediately.

I have contract # *** starting in January . The contract is for repair or replace appliances. I have been paying $49.95 every month until last year when it went up to $59.95. I have had two or three minor claims in that time. A flat fee of $75 was paid on each of these claims. On March 1, 2023 the refrigerator broke and a claim was filed. Nothing has been done to tepair or replace the appliance in 3.5 months. Tens of hours on the phone to resolve the issue gets promises to escalate the matter and get resolution has never been satisfied. This company is in breach of contract. This has been an enormous hardship. I want a new appliance asap and damages for breach of contract. Or some equitable judgement. In my life I have never experienced as flat out refusal to honor a contract and lies about remedies. This company should not be allowed to do business.

A brief timeline:4/21 Claim process started but *** will say 4/29 (should've known way back when this was how it was going to go)5/19 Heating element replaced 6/13 Motherboard replaced 6/23 We noticed the bottom of the dishwasher melted and water leaking onto the hardwood floor (see pictures and video)7/17 ***/Cinch denying my claim saying we caused the dishwasher to melt and it's 'accidental damage'. There are 2 clips that hold the heating element in place and it's physically impossible to push down on the element to the bottom of the dishwasher. Do you see how much time has passed and how long you continue to drag out this process? I can't believe the hoops you have made us jump through to get to this point. I have a much more detailed timeline of events that I can share if requested.Video of water leaking onto the floor shortly after starting the dishwasher:

March 9,2023 I purchased a home warranty with Cinch home services I paid $963.88.I opened a claim on March 17, 2023 for my boiler.I paid $140 to the service provider and they came out and determined that the entire system needed to be replaced. I contacted Cinch home services multiple times to find out what they were doing to replace the system, which they stated they found a part and were expediting the delivery of said part it has been now 3 months and 8 days and still no part and they keep informing me that they will expedite the delivery and to call back in 2 days. I called June 26, *** replace my boiler! They will not refund the full amount I have paid. They have done NO repairs and it seems as though they are not going to do anything. I asked to speak to a supervisor which they continue to tell me one is available. All I want is to cancel the warranty and get the money I paid for this contract $963.88 And the $140 they made me pay for repairs which never happened!

I have *** (CINCH) home warranty, and on May 28th 2023, I submitted an insurance claim for my leaking washer and paid deductible upfront. The technician assessed the issue as a faulty tank and belt which proceeded to order several spare parts (7), 3 of them arrived within 2 weeks but the rest never came. Ever since I have called about 19 times to get status update and I get transferred over and over, nobody gives me a definitive answer on what's happening with the parts or any ETA. I got emails saying the part is discontinued, which by contract they should replace the entire washer but they continue to tell me the authorization department is still trying to find the parts. So far it has been almost 2 months without a washer and with a big family, the cost of offsite laundry has become unsustainable.The monthly insurance payment keeps getting deducted from my credit card and with what I paid already in insurance altogether, I could have bought a new washer already.Contract Number: *** Associated with Phone # ***.I want an immediate Washer replacement at this point, as I cannot keep waiting for this repair to happen.

I originally signed up for a 1 year home warranty on May 19, 2022, contract number ***. I received a letter dated Feb 15. 2023 stating that my contract would automatically renew on May 19 2023. Not wanting to continue the service, I called them more than a week prior to cancel the service, which they acknowledged. I checked my charge account a few days later and noted that they had charged my credit card $659.88 a month prior on April 19,2023. I called Home Sure and the automatic screening machine said that I did not have an active contract (meaning that it was canceled). However, as I still had the contract number, I was able to enter the system and speak to a representative who stated that my money would be credited back to my charge card. I called again 3 days later, prior to May 19 and spoke to another representative who said that the credit would be issued on May 19,2023 on the day my original contract expired. I called again 2 weeks later, 3 days ago and they said they would issue the credit in 2 weeks. I do not think they intend to refund my money, although the contract states that I can cancel the service at any time even during the term of the contract and have the proportionate amount refunded.

On April 16, 2023, we contacted our home warranty company regarding our air conditioning unit not working. They sent *** the number of a company - Montague heating and cooling. We were unable to reach said company and complained, asking for a new company. They declined. *** finally reached out and came out. We agreed on having them fix the control panel on the furnace. Workers were very sketchy. They made unapproved repairs. Rerouting drain lines, cutting pipes and leaving the cover to our crawl space completely wide open. We paid a large sum of money to have our crawl space encapsulated and for it to be left like this is unacceptable. We are being told by Cinch that we have to continue to use the sketchy incompetent workers that they sent the first time. Also, that its not big deal bc I am pretty sure they are licensed and insured. So if there is any damage then maybe their insurance will cover it. That makes us feel great. We requested to speak with a supervisor, were told there are none. Put us on hold for 10 minutes only to return and tell us that nope still no supervisor on duty. Told us that we have to reach out to the company ourselves (Montague heating and cooling). We asked for a new company to come out as this one made us uncomfortable. That request was ignored. Told to let them know if we cant get the problem fixed ourselves. Im unsure why that is the car when working with a HOME WARRANTY COMPANY.

On or about May 9, 2023, I submitted a claim with Cinch Home Warranty for my refrigerator. They sent GE who then determined the part not to be available. They then sent another service provider who also said the part was not available. Cinch then said their "researchers" located the part" and it was ordered but they could not provide a time for arrival. At this point it is June *** a new refrigerator due to the unnecessary delay they caused and no known time of repair. They said they could only offer me the approx. $400 to repair it or wait for the part. I reminded them neither provider could find the part, so how would I be able. I then phone them on June 20 and they told me the part would not be in until June 30. I explained that then we would be looking at mid-late July at the earliest for a repair. They refused my request for a replacement and said the case manager was as "high" as I could speak to anyone. Throughout this time, I have not received emails or return calls. I consistently have to call for an update. This is now a health concern as it has been nearly two months and the refrigerator is not working and I am not confident the part will arrive when they say on June 30. The property is a rental and I am trying to uphold my legal obligation to my tenants. I pay insurance to avoid being sued or lose my tenants and Cinch has not upheld their contract to me by expecting me to wait now what will be nearly 3 months for a refrigerator repair.

This is a summary I can provide a much longer explanation with receipts and emails if that would help. Our refrigerator/freezer was broken. Cinch was unable to find a technician and on May 16, 2023, told us to hire a technician on our own and that they would reimburse us. They sent us the form to complete to ensure reimbursement. We did that and submitted the receipts for the service - $1,294.82.While we were waiting to be reimbursed for paying that out of pocket, we received an email on June 3, 2023 telling us that the refrigerator was irreparable and that they would either replace or provide a check for their calculated estimate of value - $8,099. They did not tell us that they would no longer reimburse us for the $1,294.82 or that this would be in lieu of that. In fact, I have since spoken with multiple customer *** representatives and several of them told me incorrectly that the check for $8,099 included the reimbursement for repair. This decreased any confidence I had that this would be resolved well. As a result, we have paid $1,294.82 out of pocket without any warning or information that Cinch would not be honoring their email telling us to get this serviced on our own and that they would reimburse us. The account/contract number is ***. (Please note that our contract with Cinch has since expired and we have not renewed it.)The job number for this Service is SCCR334F2889 I can send supporting documents if it would be helpful, however, Cinch has a copy of anything I would send you.Thank you in advance for any help you can provide!

We acquired a comprehensive home warranty from a renowned provider powered by Cinch in 2020 when we purchased our new home and were in the process of relocating. During our research, we explored various companies and eventually narrowed it down to Cinch and another provider. As part of our warranty purchase, we also invested in new refrigerators for both our kitchen and garage. The only other refrigerator in the house was in our movie theater, so I provided the exact details of our kitchenette, including the Make, Model, and Serial number, to the person assisting us in setting up our account. They assured us that the refrigerator was covered, which prompted us to proceed with the warranty. Fast forward 2.5 years later, we recently filed a claim to have our refrigerator repaired. However, to our disappointment, the representative from Cinch, along with their supervisor, informed us that they would not cover the refrigerator since it is categorized as a bar cooler. It is important to note that when we initially purchased the coverage, I clearly specified the location and provided the make and model of the unit. Thus, there is no justifiable reason for them to deny coverage for the refrigerator. In light of this situation, I am seeking either the repair or replacement of the refrigerator, or alternatively, a full refund of all the money we have spent with them over the past few years. Had we been informed that the refrigerator would not be covered, we would not have opted for their service in the first place. Moreover, I must mention that the repair process has been excessively time-consuming, spanning almost two months, as they dispatched three different companies that do not specialize in repairing True branded refrigerators, to begin with. By addressing these concerns and taking appropriate action, we can resolve this matter to our satisfaction.

Cinch has repeatedly failed to repair my washing machine or replace the appliance as per the service contract. I created a warranty claim on May 27, 2023, and paid my deductible of $100.00. It is now July 17th I still am without a working washing machine. The initial appointment was on June 1, 2023, in which parts were ordered. I had to take the day off of work to wait between 8:00 am and 5:00 pm for the technician to arrive. Parts were called, and my next appointment was scheduled for June 8, 2023. One part was backorder, meeting rescheduled for June 12, 2023. Also rescheduled due to no part shipped, rescheduled for June 16, 2023 parts ordered did not repair my machine. The technician told me I had two weeks to find the part or they would replace my appliance. That was July 3rd; I never heard anything. On July 7th, I called to inquire about my repair; supervisors said to give them 48 hours to locate the part, which was July 11th. I received a text message part was ordered. ***'s scheduled repair appointment is for July 17th. I called Cinch on July 16th because no part shipped. The customer *** rep said I needed to contact *** because they ordered the part. I explained that Cinch called the part, and the agent said I was incorrect. It clearly states that Cinch requests the *** part DC92-01645A to cust with an ETA of July 14. No part arrived on the 14th. The Sears technician called to see If I had received the part at 2:31 pm. I explained I did not receive the part. I requested that the Sears technician tell his manager I wanted a replacement appliance as I have been without a washing machine for seven weeks. I then called Cinch to inquire about a replacement appliance. I was told that research had to determine if they would repair or replace it and that I needed to wait 3-5 more days. Completely unacceptable and still no working washing machine.

We purchased a Cinch Home Services Warranty earlier this year through *** to cover our home appliances. We then experienced cooling issues with our refrigerator, Cinch spent three months sending various technicians trying to resolve the issues and basically threw parts at the problems to try and resolve them. Despite repeated pleas to their call center about their inability to fix our refrigerator, we had to go out and purchase a basic unit to have something to use. We tried to be as patient as possible, and on the last repair, the refrigerator started cooling again. This was unfortunately short lived as the refrigerator started acting up again by not making ice at random times, error messages coming up on the front display, the interior lights working at times and not at others, and now the cooling is inconsistent. I placed a call to the call center a few weeks ago and they scheduled a technician to come out and I took the day off of work to accommodate him. He never showed up and didn't even bother to call so I called the call center and they told me to contact him directly. I left him multiple messages which he also did not respond to. I have now called the call center on four different occasions and each time they promise me that my case is being escalated and treated with "urgency." I am still waiting for them to call me back or even reschedule, it is clear they cannot repair our refrigerator. The call center has also repeatedly stated that they would most likely replace the refrigerator per the terms of our agreement due to the multiple visits and parts that have been replaced, but as with everything else with Cinch, we just keep getting the run around, poor customer ***, and an inability to diagnose and repair a critical appliance that we rely on. I'm really tired of throwing out food and dealing with service visits that do not resolve our issues, I would like the refrigerator replaced, we've given Cinch every opportunity to correct this.

On 07/05/23, I contacted Cinch for repair on my Central Air Conditioning. I requested service on 07/05/23 and the rep assured me I would be called the same day for repair, so I paid the $100.00 deductible fee. However, I never received a follow-up call from Solar Heating as promised. I called Cinch again on 07/06/23 and was told a service would be assigned that day. Later, I got a text stating the service would come on 07/07/23. On that day, the service inspected the unit and said the compressor needed replacement. Cinch later texted me that they were ordering a compressor with installation set for 07/22/23. On 7/11/23, seeking details, I was told the issue was still under investigation. With temperatures in the 90s, this was concerning. On 7/17/23, I contacted Cinch and was advised to call a number that never answered. I requested a supervisor and was told the issue was still being looked into. I stressed that this delay was unacceptable in the heat. The supervisor mentioned a request for more information had been made and hoped for a response soon. Previously, if a service needed a part, it was obtained and installed promptly.