Cinch Home Services – Heat pump split

Boe Avila
Attachments
Mon, Jul 28, 8:48 AM (7 days ago)
to ServiceBench, info, Michelle, Dispatch

Dear Cinch and Asurion,

I have called and sent so many emails to complain about this. See attached testimony from the tenant residing at 1109 Coffeyville Ct Plano Texas 75023.

Attached also are the 2 independent companies we requested diagnostic reports, 1)Medley Heating AirConditioning and 2)Legend Heating and Cooling.
Both companies gave us their DIAGNOSTIC REPORTS IMMEDIATELY. And they both recommended replacement as should Cinch service providers should have done instead of greasing money off us for non covered items that would never make the unit work. Your servicers never gave us a diagnostic report.

I would like to file the complaint as stated below on previous emails and I want a claim file against the insurance of Cinch and Asurion to refund me the following amount under my warranty.

Please refund the following :
1) Deductible of $150 from May 22, 2025
2) Monies demanded by Texas HVAC for non covered items that never made the unit work for the amount of $2,385 from May 28, 2025
3) The reimbursement of the amount of 12,500 paid to Legend for the unit replacement

Look at all your records of phone calls we have made to Cinch. They kept sending service providers Texas HVAC and CLM techs who could not do the job with so many excuses.

Timeline
1ST VISIT: Texas HVAC did a quick diagnostic check on the outside unit and handler in the closet. Was told it
was the compressor and they told Boe it would take 7-10 days to order and arrive or they could replace it
that day if she went straight through them (skipping warranty company).
2ND VISIT: Texas HVAC installed the compressor. They left quickly after install and had to be called back out
shortly after because while it was blowing air, it was not cold air. They said it was because the thermostat
was not programmed to talk to the split system, and it was turning the heat on. The unit was working for a
bit and got down to 74 degrees, but that was with a fan pointed at the thermostat. I removed the fan, and
the temperature quickly started climbing again (sent pictures with the time and temperature showing on
the thermostat to Boe for reference).
3RD VISIT: Texas HVAC came out again to re-diagnose. This time, Boe was told it was the coil on the
handler (unit in the closet in the garage). The coil was ordered and was estimated to take 7-10 days.
4TH VISIT: Texas HVAC came out with the coil, but it was the incorrect coil. Both Boe and I asked if the
new/correct part could be expedited after being told it would be another 7-10 days for the correct part.
5TH VISIT: Texas HVAC. Coil is "replaced." David tried to explain to me that it's a Trane unit, so the coil had
to be special ordered. Unit is working and blowing cold air.
6TH Visit: Unit will not turn on at all. Texas HVAC is called back out and said there is a possible freon leak,
but he cannot be sure where it is. Recommends replacement of handler unit in closet.
6th VISIT: Boe calls Cinch and requests someone other than Texas HVAC after it is found that they double
charged her. Marcus with CLM comes out (shows up in a Nissan SUV, not a work truck/van with any tools).
He said whoever installed the transformer installed it incorrectly and that caused it to blow. He replaced
the transformer and left to go buy a new control panel. He told me he would not be able to tell me how
much freon was in the unit because the cap required a special tool to open it. I asked him if he couldn't tell
how much freon was in the unit, could he at least tell if there was a leak (as was indicated by Texas HVAC).
He pointed to his leak detector and said it wasn't working, so he couldn't tell. When he told me he was
f
inished, I asked him if anyone in the company had the tool, he told me they would have to special order it.
The tool ended up being an Allen wrench, which I had sitting on top of a tool box in the garage. He told me
he was done. I could not feel any cold air, so I asked him if he could at least test the temperature of the air
blowing from the vents before he left since he couldn't check for freon. He said he already did and that it
was blowing 87 degrees, but that it could take 10-15 min for the freon to cycle through since the unit had
been off for over a week. He said "at least I got it turned on, which is what I came here to do." 20min later,
and there is still no cold air coming from the vents.
7TH VISIT: Kevin with Medley comes out and does a full diagnostic with pictures and sends Boe a report and
recommendation for replacement. He also said that the coil that was charged for was not only old/not
replaced, but was the incorrect coil. He took me outside and showed me where the freon leak was. He was
the one that showed me the "special" tool was an Allen wrench.
8TH VISIT: Jason with Legend comes out for a 2nd estimate. Takes the handler cover off and shows us that
there is a leak and the interior coils are rusted over and starting to corrode. Takes us to the outside unit and
shows us that there is zero freon and shows us the sticker on the outside unit indicating what kind of freon
is used and said that they don't make that kind any more, nor the kind that they replaced it with.
Recommended replacement of the exterior unit and handler in closet.
9TH VISIT: Legend replaces outside unit and handler in closet at full cost to Lionel Avila.