Cinch Home Services

My split A/C system went out and I called Cinch on 04/04/25. They scheduled for service and charged me $200 deductible up front.

A few days later, two technicians came out from Sears with different vans. They started to put a refrigerant recharge hose with a gauge to the A/C unit and found there was low refrigerant and low pressure in the system. The technician sprayed soap water and did a visual check, telling my dad there's a small leak in the Schrader valve that caused the refrigerant leak. They just recharged the system and said to my dad that it would fix the issue.

By the way, my dad used to own an auto repair shop for 25 years and he is an ASE certified A/C technician.

He knew that soap water and visual check would not fix the problem because the technicians didn't do any pressure test at all other than soap water and visual check. That's not called diagnostic. Without a pressure check on the A/C unit, it's impossible to know where the actual leak is in the system because there are lots of different components that can leak. Soap and visual check can't find all the leaks at all.

Also, technicians used the soap water on only a small area, like around the Schrader valve, not the outside or wall A/C unit or any lines.

Sure enough, after a few hours of using the A/C, it didn't work again. So I called Cinch again on 04/09/25. They scheduled another service on 04/14/25. One of the Sears technicians from the last service checked the unit again with the refrigerant recharge hose with gauge and found low refrigerant and pressure.

So he started to leak check again with "SOAP WATER AND VISUAL CHECK AROUND SCHRADER VALVE," telling my dad he couldn't find any leak. He said to my dad there may be a refrigerant leak in the lines, so my dad asked him if he could at least do a nitrogen gas pressure test to find the leak, which he should have already done from the first service.

The technician said he needed to make some calls to do a nitrogen pressure test, so he made a couple of calls to his manager and Cinch. My dad overheard the technician telling Cinch he couldn't find the leak, and that maybe there was a leak in the line. He clearly said to Cinch that it wasn't confirmed because he didn't perform any leak test other than soap water and visual.

The technician then told my dad, "I'M FIRED FROM CINCH." Cinch told him to stop doing further diagnostic; they would contact me to maybe switch to another service provider, and he left.

Cinch called right after, telling me that the A/C line is not covered under the warranty because there's a "POSSIBLE REFRIGERANT LEAK IN THE LINE." My dad asked how they knew there was a leak in the line without proper diagnosis. Cinch said the technician did a diagnostic and he couldn't find the leak anywhere, so he just assumed maybe there was a leak in the line. My dad told them a "BOTTLE OF SOAP WATER" is not diagnostic, and the technician didn't do any pressure test on the unit to properly diagnose to know if the line was leaking. Cinch kept saying the A/C line is not covered by the warranty.

My dad asked them how they knew and knew for sure there was a leak in the line without a test, and they couldn't answer that question, just kept saying it's not covered by warranty.

Cinch refused to do a basic diagnosis and was not willing to find the actual problems. They refused to cover it under the warranty, assuming refrigerant leak in the line, which Cinch and the technician couldn't confirm line Cinch was leaking without proper testing.

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not trusted - danger don't let them rip you off!

june 10, 2025

made a claim for an outside faucet. I was informed it was covered under my policy. cinch home service charged me the deductible. the service provider came out. he called after telling cinch home warranty what was wrong; they told him it was covered and to cut the wall open and provide an estimate. he called back with the estimate and then denied the repair! after both I and the service tech (plumber) were told it was covered! I was told it would be $500.00. I was left with *** in the wall! I spent one hour on the phone with cinch; they refused repairs and left *** in my wall! they refused to refund the deductible that they take in advance! sounds like a scam to me~~~~

This company replaced my split vent unit 10/7/2022. The unit has never worked properly.

This company was formally Total Protect and is now Cinch. Winter of 2023 there was an issue with the heat. Then Summer of 2023 there started to be issues with the air conditioning. Apparently the coil was replaced.

There were multiple visits from the service provider. Finally it seemed to function. Then June 2024 the unit was not cooling the house. The unit was leaking all over my floor.

Placed a service call. The unit was frozen had to thaw and the tech returned back and the condenser was replaced. Not even 2 days later the unit was not functioning again. Another service call was placed - unable to diagnose.

Called Cinch back and they did an "escalation" and someone came out who initially reported there was noting wrong with the unit. After being persistent the tech went back and ordered a blower motor module. This was on July 10. I called Cinch on 7/11 to ensure the part was ordered.

It had not been. When I asked to speak to a manager I was transferred to the Escalation Team and spoke to Marie. Marie would not provide the initial of her last name or ID to reference the call. She told me that she could not contact the parts department and I would have to wait for the process to be completed.

She could not provide a timeframe - refused to investigate and eventually hung up on me. I called 7/15 for status. The part was apparently ordered on 7/13 with no delivery information. I called on 7/22 and was told there was no tracking on the order and the ETA was 7-10 days.

The timeframe had exceeded the ETA. On 7/31 I called - the provider received the part but requested an additional part of July 19th. Cinch's authorization team is working to clarify the request. On 7/31 I decided to get an independent evaluation after contacting the manufacture $418.50 for the diagnosis which is what the customer pays monthly and then the deductible for.

Some issues originated from install (no air filter bracket/ loose bottom pan) I sent Cinch the recommendations. There has been no agreement to fix the issues. Cinch has refused to refund me for the diagnostic evaluation stating it was not approved although there was NO work done just an evaluation of the ongoing issue which originated to 2023. This has disrupted my work( home for multiple appointments), damaged my floor, using my home based on weather conditions - too hot in the excessive heat, a lot of time calling their customer service.

Filed a BBB complaint. I have requested a qualified technician that has knowledge of Goodman product to be assigned to fix the repairs and reimbursement of the diagnostic fee incurred. June - August no resolution.

Cinch is sending the company to replace the blower motor module AND another tech (company who originally installed) to come and check the unit. Cinch has not given a definitive response regarding the recommendations from the tech recommended by the manufacturer

They love to refer to "the contract" - I was only notified of the name change no updated terms

The video is too large to be uploaded sadly...

Recommendations provided at the top of paid invoice - attached

Made claim for outside faucet I was informed it was covered under My policy. Cinch Home Service Charged Me the deductible.

The service provider came out, He called after telling cinch home warranty what was wrong they told him it was covered and to cut the wall open and provide estimate. He Called back with estimate and the denied Repair! After both I and Service Tech (Plumber) were told it was covered! ~ I was told it would be $500.00 I Was LEFT WITH *** IN THE WALL!

ISPPENT ONE HOUR ON THE PHONE WITH CINCH THEY REFUSED REPAIRS AND LEFT *** IN MY WALL!

THEY FEFUSED TO REFUND DEDUCTIBLE THAT THEY TAKE IN ADVANCE! SOUNDS LIKE A SCAM TO ME~~~~

To Whom It May Concern,

I am writing to express my extreme frustration and disappointment with the home warranty system and the unethical business practices I have encountered. My experience has revealed a systematic scam designed to delay repairs, reduce payout amounts, and ultimately leave homeowners with unresolved issues and wasted time.

Here's a breakdown of the process I experienced:

1. Deceptive Sales Tactics:

The warranty is sold to you by a friendly, articulate American representative who promises exceptional support. However, when it comes time to file a claim, the reality is entirely different.

2. Inexcusable Delays:

Once a claim is initiated, the wait time stretches from one to three months. This delay is not due to genuine complications but rather the incompetence of the third-party companies employed by the warranty provider. Instead of prompt service, you're forced to navigate an endless maze of transfers and automated prompts.

3. Language Barriers and Misdirection:

When you finally do get through, you are connected with representatives who barely speak English, clearly unprepared and seemingly trained to prolong the process. They transfer you back and forth between companies, leaving you repeatedly frustrated with no resolution in sight.

4. Financial Constraints Designed to Fail:

Meanwhile, there is a fixed threshold for the funds allocated to each category (HVAC, dishwasher, fridge, plumbing, etc.). Every delay and every additional call results in fees being deducted from your overall repair budget. The result? Your funds dwindle until there is little left to cover any repairs, and your broken appliances remain unfixed.

5. Additional Complications with Insurance:

On top of this, when you attempt to escalate the issue with the insurance company, they refuse to approve certain costs citing a lack of proper documentation or technician notes, further adding to the frustration and compounding the problem.

I have also managed similar processes with warranties on my rental properties. In those instances, renters have had to navigate the same convoluted, language-impaired procedures, all of which contribute to significant delays and unresolved issues. It is unacceptable that consumers are expected to endure these labyrinthine procedures and endure financial loss while essential repairs are left pending.

This blatant disregard for customer service and accountability is not only unethical, it is a scam designed to maximize profit at the expense of homeowners. I am calling on someone with the authority to investigate and put an end to these predatory practices. Home warranty providers must be held accountable for the promises they make versus the reality of their service. Consumers deserve transparency, prompt repairs, and a fair process that does not penalize them for issues beyond their control.

I urge you to take immediate action to address these systemic issues, protect consumers, and restore trust in the home warranty industry.

Public
published review 9/16/24
As I sit here at 5pm this is the second time for two different issues that I tried using my warranty and nobody has showed and this includes me calling both sense and sears home warranty company during the day to try to get a time when somebody would be here. The soonest available was today and I made this appointment for my AC unit over two months ago and I took off of work and kept my child home from school and sat here all day, again!!

Order # 000708****26659 I called them at 12 and again at 2:30 and both times they assure me somebody was on their way, but could not give me a phone number to the technician or have them call me. Its bad enough you have to wait months to get an appointment for a nonworking air conditioner in the summer but then for them not to show up or call and I even got confirmations last night and this morning about the appointment! Nobody in customer service is obviously in the United States and are no help - not only did I take off today I spent over an hour total on the phone, trying to get a timeframe because this is exactly what happened with a washing machine claim (which they eventually gave a min amount to replace since they were no show but the $200 wasnt worth all the aggravation)! They have no problem collecting your deductible months prior to the appointment but then to get a hold of somebody it is impossible.

**** Find another warranty company - I use them on a recommendation from our realtor, but I assured her and let her know the issues and they will never recommend this company again!!!
Bad enough they have you waiting 8am-5pm but they dont show or call and Sears and since cannot get a hold of the techs - what kind of company is that?
Total BS - and they have you paid the deductible months in advance and I took the first available appointment which was 2 1/2 months later and No Show
And this is the second time in 10 months. Ive tried to use them and the second time that nobody showed and nobody called and meanwhile, I was on the phone with them all day today trying to make sure somebody was coming.
Since customer service does not care Im going to post on every single platform until this is taken care of
They havent even offered my deductible money back
Plus, I paid for the year upfront and will find myself a new company

Since Cinch took over Sears Whole Home Warranty I must deal with them. The inability to reach a live agent who speaks clear English is extremely frustrating.

After 15 minutes of AI choices not wanted, they can't even schedule the proper appointment. This is a call back repair because parts were needed. When parts were delivered I never got a call to reschedule and finish the repair. I had to reach out and the person scheduled it with home repair.

When the tech called me today and asked that I was aware of the diagnostic fee, I informed him that I have the whole home warranty. Your incompetent service department scheduled with the wrong area, and I am not able to have the repair done today. Complete waste of my time. During my conversation with the phone person I stressed that it was a whole home warranty and was assured no payment was needed.

If there was a way to rate minus stars the scale would not be low enough. Rest assured I will be complaining to your state consumer affairs office.

And by the way, since your policy is now that if I miss an appointment there are service fees that will be charged. Since this is all your error and I have taken time off from work needlessly, what compensation will you offer me!!

I have been trying to get my washer repaired since mid-December. We have had 2 companies attempt to fix it ACS and Applex.

They have replaced multiple parts on this Machine.

Today which was expected to be the final fix was to replace the speed sensor as we had gotten an LE Code on the last visit and after being installed today, we are still getting the LE code. Obviously this machine is a Lemon and is only 3-4 years old.

Please understand that this is no longer acceptable and I want you to replace this machine as indicated in my contract with you.

Please respond.

They finally made good with the replacement after this posting

I am a policyholder. I pay my premiums continually and on time.

I had a pipe leak that caused water damage. I contacted Cinch online. I filled out the incident report. 48 hours later, there was no response.

They do not list a telephone number on their website. This company is horrible. They are not customer or user friendly. They hide behind automation and are not relational.

I got introduced to them while shopping at Sam's Club. I trusted Sam's Club, thus tried the product. I do not believe this is a good company.

Previously, I was in charge of a Fortune 100 property casualty claim department nationally. Do not buy this product.