Cinch Home Services review: Customer repair dissatisfaction

Frustration with Cinch for the open repair of a Kenmore Washer. This job order was opened on 4 Sep 2023 and is still open.

I’ll give you some of the incidents and events I’ve experienced:

*4 Sep 2023 wash machine for 23693 was called into CINCH for wash machine repair.

*15 Sep 23 – CINCH referred the job to (Keepe) its third party contractor to take care of the repair. The Keepe Tech looks diagnosis at wash machine; diagnosed transmission went out along with another part. Sends in diagnosis. *23 Sep 23 – Parts that were order are shipped to my house and arrive. Informs Keepe parts are in and schedule an appointment.

*4 Oct 23 – Tech calls and says he’s across the water and is behind. Apoointment window was 11 – 14:00; Tech never showed. Called and informed Keepe.

*5/6 Oct 2023 – Keepe attempts to make an appointment for 10/9 Oct; could not – out of the country.

**At some point, Keepe schedules and appointment 10/16 between 11 -1400. I thought Tech was going to repair my wash machine but instead, he said he did not have the time today and rescheduled for Monday 23 Oct 23 @1000 hrs.

*23 Oct 23 – Tech did not show at agreed time. When I called him at 1100; he mentioned he would be at my house shortly. Never showed. When I did finally contact him, the tech said Keepe hasn’t paid him for my job or previous and he’s trying to get this resolved.

*24 Oct 23 - called and received an appointment for 10/26 to repair appliance. Have not received a confirmation email verifying the appointment, so I am still without a fixed wash machine.

The amount of time taken off from work, the amount of money I've spent going to the laundry mat, I could have bought a new wash machine. This open action has gone on for over 51 days. No repair (when parts are on hand) should take this long to complete.

As a loyal customer for over 20 years with two CINCH HMO contracts, thel service I am receiving from Keepe is troubling and concerning. I am disappointed with the lack of responsiveness to this particular customer job order in this particular area of the US. Additionally, this job order was escalated several times within this process, and I received very little feedback on the escalations or actions. I've got the impression that Cinch is an HMO money grab without regard to customer service.

Please let me know what actions CINC and Keepe will take to eliminate long job orders that last over 45 -60 days. Moreover, I am considering switching HMO's because of this unsatisfactory performance in customer service.