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Beware Cinch Home Services (Formerly Cross Country Home Warranty)
Anyone with a Home Warranty from Cinch Home Services (Formerly Cross Country) Should be very concerned. This is what happened to me:
- In 2018 my agent bought me a year-long Home Warranty at closing
- I continued paying premiums for the next 3 years
- In Aug 2021 My 27 year old water heater sprung a leak (bottom rusted out)
- I contacted Cinch and waited 4 days with no hot water while they tried to find a local plumber who would work with them
- Finally they said find your own plumber and we will reimburse you for the installation
- I did that, replacing the gas Hot Water heater with as close a new model as I could find from the same company with my plumber making necessary modifications needed to install the new hot water heater
- I submitted the invoice from the plumber to Cinch as I was directed
- No response, after a week called and was told needed more information from the plumber
- This scenario was repeated twice more over the next six weeks culminating in my plumber graciously providing Cinch with a third revised invoice that showed every part, its cost, why it failed and how many hours the installation to, at what labor rate, etc. all of which added up to the total invoiced amount.
- I called to make sure they got this last revised invoice and was told a check reimbursing me would be sent in 2 weeks
- after 2 weeks of hearing nothing, I called and was told I would receive a check for 70% of the invoice amount. I refused it saying I was not told that after finding my own plumber (at their direction) that I would only be reimbursed for 70% of my cost. I was told my last invoice was reviewed and found detailed enough and a check would be sent.
- I received the check and it was for 70% of the invoice I submitted. I called and went up through 3 manager levels to be told essentially - too bad, take it or leave it
- I called to cancel the policy, as I said I would, and was told since I was paid a settlement that if I closed my policy I would have to pay a fee equal to 9 months premiums as my policy expires Jul 2022.
BOTTOM-LINE: This is a duplicative, dishonest company that does NOT stand by their warranty and will do their BEST to avoid paying for covered repair. The above process took 3 months, only for them to renege on their warranty. STAY CLEAR of Cinch Home Services, they are NOT an honest, trustworthy company.
Desired outcome: 1. Be paid the $1300 I am owed. The difference between what I paid and what Cinch reimbursed me.
My husband connected with Cinch (we have no contract), and asked them to send someone to our home to replace our ice maker motor. A flip-flop clad young man came out and took our ice maker apart, but did not have the replacement parts with him. He stated that he would pick up the part and return that afternoon. He came back the next day, opened a box and said the part he needed was not in it. He said he would be back in a little while. Again he returned the next day with another box. Unfortunately when he opened the box, again it did not have the part he needed. The repairman said the part was not in the box. He said he had some important stops to make and then he would return. Mind you this was his third time at our house, and my husband told him to forget it, and not come back. We hired someone to repair the ice maker. When he first spoke with Cinch they told him there was a $75.00 service charge, so he gave them his credit card number. When we got a bill from Synchrony, Cinch had charged $310.00. For what? I don't know the name of the company they sent out, he worked from the trunk of his car. I spent four hours and spoke with 12 different people at Cinch, and got nowhere. I am 80 years old and my husband is 90. We honestly can't afford to spend this kind of money and are contesting it with Synchrony. What a rip off. Can you help me?
We are having similar issues with Cinch. Since we cannot get anywhere with this dishonest company, we plan to file a complaint with the BBB.
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 it my case was being "escalated". To make a very long story short- day after day I contacted the company, finding that the company was still trying to locate the part. On 1/10/21, I contacted the company again. 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 bit part had been shipped and it was not shipped as a rush shipment. I told him that it 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 is supposed to check 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 it could 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 twice that a supervisor will call me back and thus far, this has not happened.
To be clear, we have been dropping 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 screen shots of all of these conversations