Cinch Home Services

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.

I have a contract with Cinch Home Services for appliances. My plan number is [protected]. My Samsung refrigerator freezer broke the first week in January. I reported it to Cinch Home Services and they sent a technician from Sears on January 18th. He diagnosed the freezer and found that it would have to be replaced entirely, but did not think parts were available. He reported his findings. My contract calls for repair or replace. I have been calling and texting Cinch with no response since then. When I do get someone, they say they will follow up and get back to me. They never do.

Can you help?

Arthur Griffin

[protected]

On February 21, 2022, Cinch Home Services was contacted because there was no heat coming into the home. Upon contacting them, I was assessed a $150.00 deductible. Their vendor Dimensional was to arrive to on February 22, 2022. After numerous calls to the vendor, they failed to show. I contacted another vendor which came out and made the repair. Cinch refused to make an emergency transaction to cover the out of contract vendor and until this day (March 15, 2022) they have failed to refund my deductible. Cinch was referred through Freedom Mortgage, nonetheless, this does not make the a good conduit to provide warranty services.

Cinch home warranty came with new house. Furnace broke, and I contacted the company on 12/20/21. They sent out a repair tech. Tech needed a capacitor and said Cinch had to order the part, and once it was shipped to him, he would be back to repair furnace. I was told part would be shipped within 2 to 5 days depending on holiday/covid delays. On 1/3/21 I contacted the company and was told the part had not shipped but my case was being "escalated". Day after day I contacted the company, finding that the company was still trying to locate the part. On 1/10/21, the customer service agent told me that the part had been located and was due to arrive on 1/17/21. I told agent that it was so cold in the house we had to turn off all the water to keep the pipes from freezing and could the part be shipped faster. Agent said he would escalate the case but the part had been shipped and it was not shipped as a rush shipment so it would not arrive any faster. I told him that the case had already been escalated. Direct quote-"oh my god, so sorry, apparently they did not do it for some reason." I asked why a broken furnace in the winter is not automatically an emergency and was told it had to be 40 degrees F or below for it to be an emergency. I asked if there was someone that monitors the weather and the claims and was told no. When making the claim the agent checks the temperature.
I have contacted this company almost daily since 1/3/21 trying to find out about this missing part. It has well been under 40 degrees F (I am in Ohio) and nobody could look at the weather and actually make this a priority?
I asked if they could ship another part as a priority shipment and then when the part that is supposed to arrive on 1/17 arrives, could it be sent back? I was told that is not possible.
Agents act as gatekeepers and it is impossible to talk to supervisors at this company. I have been told three times that a supervisor will call me back and thus far, this has not happened.
Update - 1/12 I called the company because I was "assured" a supervisor would call me back within 24 hours of my call on 1/10. When I talked to the customer service agent I was told a supervisor had called and left a voicemail. I have had no new voicemails since mid-December. The agent could not confirm the phone number that was called.
To be clear, we dropped into the single digits at night for a few days in a row now.
I have contacted this company via the chatbox and have taken screenshots of all of these conversations.
I am told my part was set to arrive yesterday. I still do not know if that is correct. I do not particularly care to review companies online, regardless if my experience is positive or negative. In this case, I am writing to help inform any prospective buyer of their services to avoid a similar situation.

Beware Cinch Home Services (Formerly Cross Country Home Warranty)

Anyone with a Home Warranty from Cinch Home Services (Formerly Cross Country) Should be very concerned. This is what happened to me:

- In 2018 my agent bought me a year-long Home Warranty at closing
- I continued paying premiums for the next 3 years
- In Aug 2021 My 27 year old water heater sprung a leak (bottom rusted out)
- I contacted Cinch and waited 4 days with no hot water while they tried to find a local plumber who would work with them
- Finally they said find your own plumber and we will reimburse you for the installation
- I did that, replacing the gas Hot Water heater with as close a new model as I could find from the same company with my plumber making necessary modifications needed to install the new hot water heater
- I submitted the invoice from the plumber to Cinch as I was directed
- No response, after a week called and was told needed more information from the plumber
- This scenario was repeated twice more over the next six weeks culminating in my plumber graciously providing Cinch with a third revised invoice that showed every part, its cost, why it failed and how many hours the installation to, at what labor rate, etc. all of which added up to the total invoiced amount.
- I called to make sure they got this last revised invoice and was told a check reimbursing me would be sent in 2 weeks
- after 2 weeks of hearing nothing, I called and was told I would receive a check for 70% of the invoice amount. I refused it saying I was not told that after finding my own plumber (at their direction) that I would only be reimbursed for 70% of my cost. I was told my last invoice was reviewed and found detailed enough and a check would be sent.
- I received the check and it was for 70% of the invoice I submitted. I called and went up through 3 manager levels to be told essentially - too bad, take it or leave it
- I called to cancel the policy, as I said I would, and was told since I was paid a settlement that if I closed my policy I would have to pay a fee equal to 9 months premiums as my policy expires Jul 2022.
BOTTOM-LINE: This is a duplicative, dishonest company that does NOT stand by their warranty and will do their BEST to avoid paying for covered repair. The above process took 3 months, only for them to renege on their warranty. STAY CLEAR of Cinch Home Services, they are NOT an honest, trustworthy company.