Cinch Home Services

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.

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!

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!

I submitted requests that are covered under my plan and I have numerous issues getting repairs. This is the second time that I have had issues with getting repairs completed with this company.

The first was a dryer; I was told that parts to repair the dryer were on the way for 2 months and that they should be delivered to the service provider that was sent out. While the service provider was told, they would be sent directly to me. After a lot of back and forth, they were finally willing to replace the dryer. This was a clear sign that I should have been looking for a new home warranty company but because the supervisor I spoke with understood my needs, understood that I had shown patience, and made sure I got the services that I paid for, I stayed.

Now I am having issues with another service request for my air conditioning unit. First, they had no providers in my area and I had to find my own. Second, they resourced my service job out to another company, with which I can only communicate via email. After finding a provider that was a licensed and insured company (this is understandable); I had 24 hours after their visit to submit their diagnosis and cost of repairs (which was done).

The diagnosis was that the system's compressor was gone. The system would need to be replaced because it had outlived its life, and parts are hard to get. Now I am being told that I need to go back to the company to get a detailed itemized list of parts and labor.

Lastly, I have been passed around to several different representatives and even hung up on several times. I just want the service that I have paid for without having to jump through hoops to get it.

NO SERVICE PERFORMED BUT THEY COLLECTED MY COPAY. CONTRACTOR SHOWED UP AND SAID I SHOULD HAVE LOOKED IT UP IT IS NOT COVERED!

WELL THAN WHY DID YOU TAKE MY MONEY. WHY DON'T YOU HAVE REAL PEOPLE ANSWERING PHONES. WHY DON'T YOU HAVE A WAY TO REACH YOU THAT IS SIMPLE. OR IS IT SO MANY ARE HATEFUL OF YOUR LYING COMPANY.

YOUR GAMES ARE DONE WE ARE DONE WITH YOU. THE WORST CUSTOMER SERVICE IN THE WORLD---IF YOU CAN EVEN REACH A REAL PERSON THEY DENY, LIE, OVER CHARGE, DON'T EXPLAIN, DON'T CARE, LEAVE YOU ON HOLD ONCE YOU GET THROUGH AND STILL LIE ABOUT SERVICES.

WE SIGNED UP FOR SERVICE REQUEST A WEEK AGO. YOU NEVER ONCE TOLD US THIS ITEM IS NOT COVERED BE AWARE THEY WILL TAKE YOUR MONEY AND NEVER GIVE IT BACK!