Cinch Home Services reviews and complaints

On 10.8.23 my hot water heater died, I live in NJ and I called Cinch to make a claim. They gave me a tech in the Bronx. I told them that no one from the Bronx was coming to NJ, they then gave me someone in NJ.

the company came first thing on 10.9.23 and said my water heater needed to be replaced and would get the paperwork into Cinch immediately so they could hopefully replace it the next day.

I called Cinch at 4:00 pm to get a status update and was told it would take 24 - 48 hours for them to maybe get to review the claim and not to expect the hot water heater to be replaced until the following week.

I said how could you expect people to not have hot water for over a week. Impossible company to deal with. Not my first issue with them and their lack of service.

Once this is fixed I think it may be time to look for a new home warranty company if they make me wait over a week to complete the job.

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.