Cinch Home Services

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.

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.