Cinch Home Services

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

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

Absolutely horrible and predatory company that targets seniors.

*UPDATES AT THE BOTTOM OF THIS REVIEW*

We purchased a home warranty plan after being approached in a Sam's Club in Las Vegas. After agreeing to purchase, we were told we could cancel any time and to call in to add our swimming pool to the coverage since they were unable to do so at point of sale.

I noticed their reps avoided young and middle aged couples and only approached older people.

We did as instructed, calling in once we received notification that the plan was in effect. I added the pool, was charged extra and we were billed for six consecutive months. I called in because we needed a new top to replace the cracked cover on our pool pump.

The first rep told me that our pump wasn't covered - only the pool heater. I read our copy of the contract back, which clearly indicated our pool pump was covered - she insisted it was only the heater that was covered.

I told her we didn't have a heater and asked for her supervisor and she disconnected the call. I called back in - talking to four more front line reps, all of whom claimed the pump wasn't covered, but telling me random bits of pool accessories were. My wife had a similar experience when she called in and when she provided the contract number, the rep said "I can't hear you, customer" several times and then hung up on her.

I called again later after I was off work - same exact customer service experience - horrible. For 45 minutes, each rep I talked to would ask me verify all of my information and then just transfer me to another front line rep or a closed "Membership Department" when I asked for a supervisor.

Finally, after calling in at 5:15 AM, I was able to speak to a rep in the "Membership Department" who immediately told me that the pool and all associated equipment was covered under the contract I was asking to cancel.

I will admit I lost it and said some pretty unpleasant things, but repeated I wanted to cancel the contract because of poor customer service and never having a single claim approved. He told me I was going to receive charges for early cancellation...and then took 20 minutes to actually cancel the contract, continually asking me "what's your backup plan?"

I called our bank and initiated charge backs on every charge from them for their predatory scheme. I called Sams Club corporate and was told they no longer permit these people to market to their customers because of complaints. The local Sams Club manager who contacted me told me he had escalated my complaint to Cinch and after three days, no response from Cinch via phone or email.

If these people approach you, flip them off and walk away.

They are the very poster child for predatory companies. Their BBB reviews show it - the only four or five star reviews they have are from sites that their marketing controls.

*UPDATE* It has now been four days since we originally contacted this company, and two days since they responded "We apologize for the inconvenience you've experienced. This falls short of the service standards we strive to maintain for all our customers. We have located your account and a resolution specialist will contact you to address your concerns.

Best regards, Amanda."

THEY STILL HAVE NOT MADE EVEN THE SLIGHTEST EFFORT TO REACH OUT! No emails, no phone calls - nothing.

They continue to attempt to deceive people that they are a legitimate company - they post lip service templates that offer insincere apologies, promise action and accountability and then repeatedly fail to fulfil their contractual responsibilities.

I'm certain, looking at the other poor reviews, that this is their standard business practice - I haven't been able to locate a single bad review that they have received where the customer came back and said the issue / concern / problem had been resolved.

Cinch Home Services is the poster child for deceptive business practices. Period.

The last six months dealing with this company has been awful. If I could give them a 0 I would.

They are a home warranty company that gets my monthly payment every month and my deductible every time I call in an appliance. During the last six months, I have had two appliances that needed fixing and they both have taken approximately two months to resolve. This company contracts service jobs out to other repair companies. The problem is, they don't have follow up and they send unqualified people to your house to fix problems which add to the wait time.

It has been almost two months, and I have had three repairmen come and still I don't have a working refrigerator and they keep telling me to wait wait, wait.

Who wants to keep waiting and unable to put food in their house because the refrigerator doesn't work and have to buy ice everyday to keep medicine cold and bare necessities. I have been waiting for parts to be delivered for over two weeks and the repairman has not called to schedule another time to come and there is no guarantee these parts will even work like my washer a few months ago that they ordered arts for three times and still couldn't get it to work.

This is bad business for you to have any consumer wait this long for anything and the problem still exist. So please take your money and go somewhere else and use another warranty company because clearly, they don't care about the people who are paying them and paying for these warranties.

So, two months and three repairmen later and I STILL DONT HAVE A WORKING REFRIGERATOR!! Unacceptable!!!

To make a long story short, this whole warranty company sucks!

It is virtually impossible to speak with anyone without agreeing to pay $120 for a service fee.

You are lucky enough to get a human being, they are barely understandable.

Customer service representatives/agents will simply lie in order to get you to place a service call.

I just paid $1120 to have two garage door springs replaced!!!

As the technician was leaving, he mentioned I needed to contact CINCH again and have them authorize a drywall repair company to come out to stop the drywall and my ceiling from falling onto my car!

The parts that were actually covered by cinch were inferior to the part that I originally had installed!

RUN RUN RUN!

I am having a problem getting my light fixture fixed and I paid the service fee. It is a long complaint.

I asked for a supervisor and I have been put on hold for extensive periods of time, hung up on and promised twice I'd hear from someone. I sent an email to Mr Shaw (according to the infor provided online).

I am asking that someone give me a call, or get someone out here to fix the light. I don't think it's fare to ask me to pay another service fee when it wasn't done and I was told I agreed to get a credit. That isn't true.

The service tech and Cinch made that decision. I should've been allowed to speak to someone and we decide whether or not I wanted a credit.

the service reps at Cinch said that a credit went to T.W.O. for $118.

I Simply Want My Light Fixed.

I hope I hear from someone, Please.

Thanking you in advance for your consideration to this matter.

Sears/Cinch technicians installed an air handler incorrectly. It leaked for a year where Sears paid claim L231006****-0001 for damages.

The unit leaked three times and three service calls were made, but the issue wasn't corrected. The unit leaked again from June 1-5, during which the ceiling of my house fell due to the water damage and mold caused by the improper installation by Sears/Cinch technicians. Sears/Cinch sent a third contractor from June 1-5 who finally corrected the problem. I have filed a pending claim at Sedgwick, but they claim they have received no response from Cinch, specifically from Wayne Malkin, for records.

I am escalating this issue to you for help with this matter.

It is 100 degrees here in Maryland and I have no protection from the elements due to a missing ceiling.

202-307-**** - Desk

301-785-**** - Mobile After 4 pm

I should be reimbursed for the 500+ dollars that I had to pay out-of-pocket due to a lack of providing prompt services I explained to the technician that there was only one bathroom, and there was no way it could be used because *** was coming out of the tub and the toilet the technician did not properly provide services I called again I beg I said oh Im really need someone to come out this state too Anna that time I said well how could someone allow a person to live under such conditions? I mean, the older along was unbearable and then the kids they had to use the bathroom.

How do you tell the kid you cant use the bathroom because again, of course the same thing happened so then I called the plumber and a professional plumber and had them to unstop the top. They called you guys back and I said I need to be reimbursed for a plumber come out out-of-pocket on my end and they said to me, they couldnt do it. I said I cant believe this , what did you expect me to do? How many days more was I to wait for the medical emergency and yet you treated it like a common request?

How could you deny reimbursing me when this indeed was something that could not be ignored not only not being ignored, but it was not healthy to inhale, that stuff not just myself but the kids as well.

Your prompt attention is appreciated. Thank you.

I purchased the Cinch Home Warranty after being approached inside Sam's Club. When I made the purchase, I specifically asked the Cinch representative if the Grinder Pump at my home was included in the warranty.

After she made a call, she explained that the Grinder Pump WAS included. The grinder pump was my only consideration when purchasing the warranty.

When I experienced problems with the grinder pump, I called Cinch immediately. Without the pump functioning properly, we can not use the bathrooms, laundry, sinks, anything associated with the plumbing. Cinch promised to have a technician at our location but it would take several days.

Cinch then collected a $120 deductible and scheduled the appointment.

On the scheduled day, Cinch's subcontractor briefly inspected the pump (2 minute inspection) and diagnosed that the entire system would have to be replaced at a cost of $8,900.00.

Cinch first denied the claim based on an original "poor initial installation" of the grinder pump. When I explained that the pump has been in place and functional since 2003, they shifted the denial to "customer tampered with the pump". Again, untrue, I don't know the first thing about grinder pumps. I simply removed the lid, for their contractor to inspect the tank.

Because that denial rationale did not hold true, they again shifted the denial to a third reason. "Grinder Pump is outside the perimeter of the foundation". Very tricky fine print and semantics relieves them of responsibility. In Texas, most residential homes do not have basements, therefore the grinder pump is attached to the foundation but outside the perimeter.

I decided to get a second opinion from my own contractor.

It actually turned out that a switch was the culprit and, in fact, not the pump. A $90.00 repair vs. $8,900.00. I paid to have the switch replaced and have had zero problems since.

I called Cinch asking for the deductible, $120.00, back due to lack of service and the misdiagnosis.

Cinch has denied the refund of the deductible. I have since canceled my home warranty subscription and moved my business to Liberty Home, which, for the same price, includes the grinder pump that is attached to the foundation but outside the perimeter.

I am surprised that with the complaints I read about Cinch that Sam's Club attaches their name and reputation to such a fraudulent company.

They will take your money, they will lie to you, they will not perform. When asked to give my co-pay back, they told me I should have known it was not covered.

Being a customer for over 10 years, I did not have my welcome package anymore. They do not make a habit of communicating or sending anything out yearly. They just take your money and deny service. This is not the first time but will be the last time!

You can put your monthly fee in the bank and pay for your own services. Do not use a company that will not allow you to call them. Do not use this company, they will not do what they say.

They make excuses, can't understand, will not escalate the call either. This is just a horrible company that has gotten much worse!