Cinch Home Services Reviews

I had two claims that I did in the first month, so it's already paying off for me. The motor in my furnace was cracked and my sump pump was going out. It was very easy to quickly file the claim online, and somebody was at my house within 24 hours to fix it. All I had to do was pay the $200 deductible and it was done that day. I even had my dog at home and they asked if they could give her treats while I was there. It was great.

For my heater, they called me within 24 hours and they were there the next day, which was great because I'm up here in Lexington and it was still freezing cold. I told them I needed my heater to work and they were there within 24 hours, had it fixed, and it was fine. I was at work at the time. They came, let themselves in, took care of it, locked back up, and I came home and it was just all done for me.

Filing online was very easy to do. I work on computers all day. I'm a college professor, so I'm pretty well-versed in navigating online systems, but even if you weren't, it would be easy and self-explanatory. And within five clicks, I had it all set up. It was really easy to navigate.

The home that I purchased was an older home, and so having Cinch gives me nice peace of mind. The pricing was reasonable. It was $200 each time for those claims which would have been $500 plus if I had done it on my own.

Cinch is very easy to work with, very timely, and completely hassle-free. The claims were done and I haven't had a single issue since. I've already recommended them to a friend of mine who is in the process of purchasing a home right now.

Cinch’s turnaround time is always convenient. It has never taken more than about 48 hours to get somebody out there. I've never had an urgent issue that had to be fixed that day. It's been a very easy process and they always get somebody out there. Work is always completed on the same day. The people I’ve had were very professional and they explained all the steps. I've had a great experience with Cinch. I have recommended them to quite a few people.

It’s been a pleasant experience with Cinch. But I recommend others to do their research and take a further look into what else they offer as our realtor failed to explain what other services Cinch has.

What I like most is that their contractors are already pre screened, and you do not have to try to search online or elsewhere for those services. There have been one or two who were unable to complete the job due to personal circumstances, but Cinch was able to replace them with a follow up contractor.

I am generally pleased with the service and will continue using them.

The scheduling in the Cinch website where you can choose the date for an appointment is false. The contractor just calls back and they give you an appointment schedule. The contractor we worked with was fine. They came and looked at the refrigerator and thought that it needed a part. So we had to wait while they ordered the part. They made another appointment to come back once the part was available. They put in the part, but it was still not working and they said they can't fix it.

The contractor had to go to some third party and submit their information, then that other party submitted something to Cinch, and then Cinch had to review it all. At this point, we' had been without a refrigerator for about two weeks. The whole thing was quite slow and tedious and it was very difficult to get ahold of anyone at Cinch. It was very difficult communicating with them. I'm glad we have the policy, but I wish they were a lot easier to contact.

And when I submit a claim, I do it online because it’s better than using the phone line. And then I usually get a text from whoever they assign it to. And when I respond, I define the problem if it’s not generic, like what’s in the policy.

In the first six months of owning my house, I used my Cinch policy for a major repair. My water heater broke and had to be replaced, which was a big help.

The bottom of my water heater rusted out, so it flooded my basement. I called the 1-800 Cinch number to request service, and within about two hours, a plumber was at my house soaking up all the water. Recently, I had a replacement done, which was handled a bit differently than the first. They told me I could either take the replacement or the cash value. Within three or four days, I had a new water heater, which was great, it saved me over $1,000.

The contract for my policy is great and covers a lot. The contractor assigned to me was respectful, on time, and did everything right. I have no complaints about him.

One thing I’ll complain about with Cinch’s policy is my air conditioning unit. I used my policy this summer because the AC wasn’t cooling, air was moving, but it wasn’t cold. I called Cinch and had them come out.

Eventually, my Freon needed recharging. I didn’t realize Freon had a special clause in my contract, so I assumed they’d cover it. But only the first half-pound was covered, and I had to pay for the rest. That one ended up costing me about $350. If I’d called the HVAC guy directly, I would have saved around $75. It’s not the worst, but I wish I hadn’t spent it. That's the only issue I’ve ever had with Cinch.

The first guy who went over there did everything that he had to do. He took care of the dryer, the washer, and the fridge. Cinch replaced a fridge for me. They asked me to throw away the old one that didn't work, and they sent me a new one.

Cinch reps should pay attention to what the customer requests, as I requested Spanish-speaking people, but I got a Spanish-speaking person once but then the next one was English. Other than that, they covered the stuff that they said they were going to cover.

It would make it better if they would let the consumer know up-front or be more transparent in the pricing and the terms of the services. Like if I file a claim, tell us what is covered and not covered. For example, our water heater went out, and so they covered the price of the water heater, but there were other things that were associated with its installation that you have to have, but they don’t cover that portion. And they don’t even really give a price layout. On the other hand, their representatives have been pleasant and professional. I’ve been pleased with the work.

We were having AC problems and couldn't figure out what was going on, so we called Cinch, and we ended up having to pay out of our pocket because it wasn't something they handled. But the guy actually found the problem. And that was what impressed me was because he found what the true problem was, because we had our roof put on prior to the fall. That's when we had to turn the AC on, and they had nipped a line. They had nipped the air conditioner line in some way that puts the Freon through. And he didn't quit until he found what it was. He didn't have to necessarily do that.

The last time we had to call them was for the furnace. It had quit. It didn't wanna start initially, but it had started after we already got them to come in. I decided to bring them in anyway. The tech was very nice and intelligent. He explained it to us so that we would understand and everything.

I usually call them because I don’t like their messaging system. It takes forever to get with someone. I'd rather deal with a person than an automated system. But if you stay on it and you figure it out. It's fine. It's so irritating and it takes about five minutes to wait.

There's not been anything wrong with the service but in some cases, they could have worked to get here quicker. Other than that, everybody's been thorough, explaining things in layman's terms where I would understand. They were very efficient.

I've told a couple of friends how things worked out for us having Cinch. I'm just glad I kept them, because there could have been so much more out-of-pocket.

I’ve had some technicians who were very competent, and the repair only took a day. But I’ve also had others who immediately said, this isn’t covered. This goes back to Cinch not properly preparing customers on what will be covered in a repair.

Even something as simple as a toilet repair can be tricky. Certain parts, like connectors, aren’t covered. We were specifically told that some of these pieces weren’t included in the coverage, and when I had an issue with an air conditioning unit outside that needed to be cleaned for the house to cool properly, it wasn’t covered. The repair was as simple as using my garden hose to clean the unit, which was ridiculous.

We have to pay out of pocket for them to complete the service. Of course, when you want something fixed in your home, you’ll do whatever is necessary to get it done. It’s ridiculous that Cinch doesn’t inform me upfront, and the technicians only find out after speaking with their home office. This process takes time, my last toilet repair ended up being a four-day job.

It was a back-and-forth process. I had asked the company specifically, and we called them on a Tuesday, but they didn’t come until Friday because they said they would only be in our area then.

If they send me a company that’s far away and they only come when they happen to be in my area, that’s not good customer service. I pay for annual coverage, which isn’t cheap. That was disturbing.

When the technician came on Friday, he told me he would return on Saturday to complete the repair because I asked. Saturday and Sunday came and went with no follow-up. On Monday, I called Cinch to let them know the technician hadn’t shown up and I hadn’t heard anything.

Two hours later, the technician finally showed up to do the exchange, but he didn’t have the toilet with him. He had to go to Home Depot to get a tool to unloosen the old toilet before completing the job.

Here’s another issue I hadn’t mentioned. When I called to escalate the problem after several days, the claims representative refused to elevate my call to a supervisor. I found that disturbing because I was asking specifically to speak with a supervisor, but she insisted that she was the only person I could talk to.

I ended up calling the renewal department, and they were the ones who patched me through to the next level to handle my complaint. That was interesting in itself.

Before Cinch took over, when it was Home Warranty Services, my experience was excellent. I didn’t have the issues I’m experiencing now. Lately, it’s been inconvenient because the companies they send are far away, I have to work around their schedule due to my location, and the claims department doesn’t clearly communicate what is covered and what isn’t.

Our warranty expired in January and we decided to renew it and pay for it ourselves. We were happy with their services enough to wanna pay for it. And we’ll probably keep them till we get rid of our house. My house is a little less handier than I am where I try and fix stuff. He’s definitely someone who wants to have someone come and actually look at it. So, he saw a great value in it.

We will move in about a year back to my home state. So, that was a big deal of us wanting to keep it. We wanna make sure that we’re protecting our investment the best that we can. So, when we’re ready to leave, we can guarantee to people that the house has been taken care of really well.

We wish it covered flooring as well, like carpet. Appliances are all great and the guts of the house but we bought our house as a flip. The people before us did a nice job on most everything, except they bought Menard’s carpet. It’s just really garbage and it’s already coming up in different places. I wondered if our home warranty covers that since the carpet was just installed a year ago. I know that it wasn’t covered. It’s a whole home warranty, but it mostly covers appliances. We’ve been really happy with it so far but it would be nice if they covered flooring.

I like that the service was simple, easy to use and fast. But it could be improved if I could have a little more say in the processes. I was replacing a hot water heater that was broken and I wanted a larger water heater. I asked the contractor when he came out and he said that he would request it. But it was already ordered before then so I never had a chance to ask. They never told me what was happening.

For our very first claim, we were having an issue with our air conditioning furnace. And so, somebody came out and said they couldn’t fix it with what they had. There wasn’t a lot of follow-up on that claim. But it seemed more from the contractor rather than Cinch themselves. I don’t know if there’s a better way to provide that transparency and accountability for the people that are contracted through Cinch, especially for follow-up things.

Original Review: The only contact with the company is through very limited online submission i.e. submitting a claim. Lead times for diagnostics is usually 2-3 weeks then another 2-3 weeks for parts to arrive then maybe the tech will arrive on the first appointment. No one to call or email if there is a no show. No prioritization on the rescheduled appointment still sometime between 8 and 5, maybe they will show up maybe they will reschedule. I am waiting to hear a new date on an appointment for the 3rd no show on the diagnostic visit for a service request placed over 2 months ago. I jave no idea what other home warranty companies are like, but I don't see how they can be worse. I can't provide a receipt since this is a service contract.

Original Review: Our furnace broke at the end of Feb. Initial response was fine but the technician needed a part because our furnace is old. It took two weeks to get the part and when installed it did not fix it. He spent two hours attempting before giving up. He reported that it could not be fixed. The next day Cinch decided that we needed another opinion before they would proceed with next steps. Meanwhile, I have no heat and a newborn at home. The second technician comes out on that Wednesday and cannot fix it. He noted a cracked heat exchanger which can leak carbon monoxide and kill us. Cinch then says they cannot proceed because they don’t have photos. Mind you it has only been 48 hours from the previous technician. Nevertheless they insist there is nothing they can do. I have asked since the initial call to raise the priority level due to the temperatures being in the 30’s overnight and my newborn. They claim it has been escalated. I call again Thursday and Friday and they claim no photos. The technician repeatedly tells me he submitted them. They will not allow me to submit photos or use the ones from Monday. On Friday evening they once again state that they need photos and received them but due to weekend and needing 48 hours there is nothing I can do and must continue to wait without heat and a potential timebomb waiting to kill us. I find out Friday they never made my case a priority until that afternoon and they never received the photos. So the reps blatantly lied to me. They still refuse to do anything without photos. On this past Saturday, again no photos, and the technician attempted to send and apparently Cinch’s network blocked transmission. Now they want to ask IT to troubleshoot, will only accept via email from the provider directly, will not move forward and my rep wont be back until Tuesday. Where is the escalation? Where is the urgency for a potential serious issue? Why must they have photos and only from someone who keeps attempting to but magically cannot. Why lie to me for WEEKS about the priority of my case and also tell me they had the photos. They are delaying my service to avoid helping me.

We had no heat during this last cold weather that was going on and we had somebody come and visit the next day. They needed a part, and normally, ordering parts takes a while. I have two elderly parents who live with me, and Cinch allowed me to mark the ticket as medical emergency, so they expedited the parts. It took a week to get the parts and fix the problem. Other than that, some fine print, and the fact that service fee has doubled, customer support has been good. The people there are worker bees.

It's fairly simple to make a claim. Normally, I'll call, and then they'll send me a link to my phone, and I'll go there and do my claim. The online tool is fairly user-friendly. The only thing I don't really care for is that it's hard to get to a person before you pay your deductible.

With my last claim two weeks ago, I was impressed because the service provider they booked stood me up two or three times, so I called Cinch and they were on it, cancelling him and finding me another service provider who came out the same day. That was good because I'd already paid my deductible and I was in a frustrating situation.

The next guy called and wasn’t very pleasant. But he said he knew about the issue with my water heater and that he would send somebody out. The tech was here 15 minutes after that call, and took less than half an hour to resolve the issue.

Even though I see it coming out of my account every month, I don't think about it. But then when stuff goes wrong, I know I’ve got a home warranty. Coverage-wise, the price is reasonable. I hope that it doesn't go up. For the service that they provide and how speedy it was, it's worth it.

were out the next day. They were super nice. Now everything's good.

Back in 2016, I put in a service call for my HVAC, and the company that came out to repair it told me that the unit needed to be replaced ‘cause it was close to the end of its expected life. They were just putting Band-Aids here and there to keep it working. It seemed to be going along fine until an incident occurred on the coldest day of the year when the heating system went out and I had to do another service call. The same company came out, reminded me the unit needed to be replaced, but he just replaced the thermostat. So, I was disappointed that Cinch didn’t take the word of the serviceman that the unit needed to be replaced, that they’re just gonna continue fixing it here and there until they wouldn't be able to do any more with it. I hope it works for a little longer until I’m able to purchase a new unit. Aside from that, I’m happy with the service and the response time, and I've not had any other problems with Cinch. I'm a little bit dissatisfied with the deductible 'cause it's rapidly gone up. But I'm okay with the monthly payment considering what it covers.

I live in Wisconsin. It gets very cold here in the winter. And I've got a little one. I've got a three and a half-year-old, but at the time, he was about two. My hot water heater went out, so I called them. and said, “This is kind of an emergency. We have no hot water." It's the middle of the winter. And they couldn't find somebody to come out here.

Two days with no hot water. They still couldn't find somebody to come out here and fix it or replace it. Eventually, I just said, "To hell with it." I went out on my own and I paid for it to be done and just said that was it. So I didn't use the service even though I had to pay $200 for my deductible.

Then it was like pulling teeth asking for my deductible back because no service was provided. So why am I paying a $200 deductible for literally getting nothing in return? So that was the first instance. And then we had a second instance with the dishwasher. Same thing, couldn't get anybody out here to fix it. So I just said, "To heck with it." I went to Best Buy and bought a new one. Again, I paid a $200 deductible. So now, they've got $400 of mine that I've never seen and not received any service for.

So then the big one which was, again, Wisconsin. And this was about six weeks ago. My furnace went out at 10:30 in the evening when we were experiencing negative temperatures. The wind chill’s about -37 degrees. My furnace goes out 10:30 at night. I called the repair place, came out at 1:00 in the morning. I had a 50-year-old furnace. It's ancient. The fact that it still worked was shocking.

Which is kind of one of the reasons why I kept paying for a home warranty because I knew the day was coming where the furnace would go. Well, that day happened, so they came out. Basically laughed, said, "I don't even know where you get parts for something like this. If we can't fix it, we'll send out somebody to give you a quote on a new one." Great. He left me with two space heaters, thankfully.

So then we my wife started the claim with Cinch. Well, again, same experience. We keep getting, "We'll get back to you within 48 hours. Oh, 24 to 48." It was laughable. In the meantime, it's cold here. We have no heat. So finally, I think it was about a week, they sent out somebody to come look at it. And this guy took pictures and he's like, "I'm surprised you didn't get carbon monoxide poisoning here with all the holes that were in this." He started explaining to me. Like, "This thing needs to be replaced, so I'm gonna call Cinch. I'm gonna let them know." Okay, great.

It's a week now. I haven't had heat. So I just said, "All right, to heck with it." So I once again dropped $15,000 and paid for a new furnace. And I just figured my air conditioner was old anyways, so I replaced it. That's why it was so much. I replaced that as well. So then we just went back to Cinch and said, "Hey, at the very least, can you provide us what you would value a replacement furnace. Just cut me a check. I've already paid for a new furnace. I couldn't wait any longer."

And what they did was they gave me a measly $1,100 and said, "This is what it would cost to fix," which is a joke because I already knew that you couldn't replace the parts. I'm not exaggerating when I say that it was literally built in the ‘70s. Our house was built in '63, so this is probably the second furnace put in the house. But it was probably 50 years old.

So that's how they alleviate. They sent me a $1,100 check and said, "This is what we estimated it would cost to fix it." So we will be cancelling our service. Every experience I had with Cinch was terrible.

I just felt bad thinking about a family that didn't have the means to do what I can do, and they would have to wait. By the time I got the decision from them, it had been over a month. It's been over a month before they finally said, “Here's your $1,100.”

I had to file a claim just recently. It was easy. I just went online, put in my account information, told them about the furnace issue. There's a deductible that I paid. They sent me the name of the contractor that was coming out to do the work. The contractor contacted me 24 hours later, set up an appointment, and had to wait for the part. But it worked out. Once the part came in, they came in and repaired the furnace. The only thing I had to pay was the deductible, so it worked out good.

Cinch was great. It was really easy to set up the appointment. I guess they’ve partnered with a good contractor that knew what they were doing. The only delay was just waiting for the actual part to come in. And then, like I said, I paid the annual premium – I just make one payment every year -- but it was more than worth it this time because the part was pretty expensive, so it worked out. I would recommend them.

You never really pay a lot of money for anything, but certainly, the part that had to be replaced, was certainly worth more than what the annual premium would be. There was value.

The first two claims were good, but on the last one, after paying my $200 deductible I got a bill from the service provider who did the work for my refrigerator and I had to call Cinch, and they did take care of it, but I don’t understand why I received the bill.

Compared to another home warranty company I use, the other provider covers more, has a lower deductible, and follows through more consistently.

Because we called all of them. I wanted to see what was the best deal and what was the best price-wise. The lady old me id that for an extra $15 a month, my roof would be covered too.

I'll make a correction. She did say that was incorrect. She said, "No, we handle everything inside the house." And I said, "So the roof is -- " She’s, "No, you don't pay a little extra and get the roof covered." This is what still led me to go with Cinch. She also told me that once I pay a $100 deposit, that I’m covered for six months. And I said, "That's on anything?" And she goes, "Yes."

It's almost like a bait and switch. Told me one thing and then once I got involved, it's not what they said. That's the only problem. Other than that, Cinch is fine.

But the other home warranties are more up-front. They flat out said no. Because I asked them after talking to Cinch. I said, "So if I pay $100, am I covered for six months on any appliance?" They're like, "No, you have to pay $100 again." And the lady at Cinch didn't explain to me that it has to be that same appliance it went down within six months.

So I felt a little misled. And that's why I went with Cinch. But that's okay. Cinch is like everybody else. I think one of the big differences, which is good, the lady I've talked to said that Cinch will replace something up to $3,000. Hopefully, that's true, because our fridge alone was $2,500.

The other home warranty said they'll pay up to $1,000. That was the one better thing that Cinch did. But I really wanted my roof covered. And I really wanted that $100 for anything that goes down, not just the same appliance.

Everything was great with our recent claim. I like that we just paid the $100, and the tech saw immediately what was wrong with our fridge. he fixed it, got everything going, and our fridge has been working great ever since. I don't have a problem.

That particular service person has come out before for me, though, and he's really good. He really knows what he's talking about and I have never had an issue with him.

Filing a claim is easy. Their site is very user-friendly. You just go online and do it. They will provide the name and the phone number of the contractor who will come out through a pop-up. It will be sent through text and email too.

The quality of the contractors who come out varies. We had one way back before we knew how it works who charged us for a toilet that they installed. And I'm sure they charged Cinch as well. But we didn't know any better. They said it wasn't covered, so we trusted them. But I know better now because we did some research when we filed a claim a year later.

The most recent claim was good. The contractors fixed the refrigerator because it wasn't keeping cold. The technician did a great job. He had to order a seal and he came back to install that. Cinch is helpful but it costs a lot of money.

The second time was a little bit frustrating. We had a sewer clog and a toilet backup in the basement. It flooded all over the basement and the carpet with grade 3 water. It was Labor Day weekend so they couldn’t get nobody. I finally got ahold of somebody and screamed at them. I can imagine what that would have cost on a holiday weekend to have somebody come and Roto-Rooter your drain out. You’d be paying an aggravation fee for holiday weekend too.

The plumber came out and he was very good. I gave him a $50 tip because it was a holiday weekend and he came out and fixed it. He also set us up with a restoration company to have our basement cleaned up since the water had gotten everywhere.

The third time was for 20-year old Maytag washing machine that came with the house. They came out and fixed it. The machine has been working fine since then. In the past, any time that you call for an appliance repair or to have somebody just look at it, it’s $200.

And then the last time was when we had a toilet clog. I don’t know what got into the toilet line but the toilet wasn’t flushing. So, I called Cinch and they sent a plumber out to do that. I was told that it would have cost me $250 for me to snake it out I saved some money.

I would recommend Cinch to others. The only thing that I don’t like about them is the way that you have to contact them. You can submit it through a link online where it signs you into your account, then you tell them what’s wrong, and then you put the 250 in. Their automation systems sucks when you have to call though. One time with the plumber, I literally had to say give me a human to the computer. I was really frustrated because the computer doesn’t understand what you’re talking about. And then finally, I got ahold of somebody who guy gave me the direct line to come through. To get to them is a little bit rough. But once you get ahold of an operator, they take care of it.

Their price is very reasonable. You pay $600 a year for your whole house to be insured. It doesn’t anything structural like roofing. But it covers everything including your plumbing, electrical, all your appliances like the hot water heater, air conditioning, heating system. It covers everything.

I don’t know whether my second year is gonna cost more but I am gonna renew it for the peace of mind. You’ll never know when something’s gonna go wrong. And I’ve never had a house that had a sump pump in it. I know they can go out and cause a lot of damage to your house with water in the basement, and all that’s covered with Cinch.

Submitting a claim with them was fine. I’ve learned how to attach a claim back to an existing request. I also figured out how to file a claim and attach feedback to it. How you access help could use some improvement just from a response time, not having to sit on hold forever. But everything’s going more to the app which is pretty good. I’ve been using that more and that made it easier.

In the middle of the winter, I’ve had issues with my furnace this year. It’s a new furnace that they partially helped pay for. They covered a lot of components. We’ve had several claims about not only the old furnace that was replaced, but for two years of having the new furnace, every winter we’ve had a whole host of issues. Getting somebody out here when it’s freezing cold outside and our house is cold has been a consistent challenge.

I have a two-and-a-half-story house. The exhaust pipe goes vertically up to the roof. There were a bunch of joints when the unit was installed, like 45-degree angles on that exhaust pipe that caused the exhaust pipe to not clear. And the safety mechanism in the unit was cutting the furnace off after so many tries. And then it won’t turn on and the house gets cold. So, that was the problem and they fixed that.

And then there’s other lingering electronic issues where the motherboard wore out. Old unit was 20 years old. It was a builder-grade, entry-level unit from when the house was built. But it worked 20 years and never had any issues the first year till it finally wore out. But certain technical, like computer sensors that are in the unit were fickle about backflow air into the unit which is what I think what was causing a lot of our intermittent issues with the heater stopping. It’s all safety measures to keep the unit from producing pumping gas into the house so it shuts off. It’s been replaced twice in the new unit in two and a half years. I don’t know if that’s because the company Cinch initially assigned to it didn’t know what they were doing when they installed it or should have encouraged a different unit installed instead of the one based on the configuration of the flues.

A couple of them diagnosed it and said they could replace all the components that have already been replaced and then the head of that company would say that they’re not gonna take it because they think it’s a bad unit to begin with on an older house and the flue is not set up right. They could change a few things if they have done it initially. And so, it wasn’t installed properly, is what some people say. I think it was installed fine. It’s just a fickle unit. And that problem seemed to linger forever before somebody finally addressed that. It took a lot of pain and suffering on the consumer’s side for Cinch to assign a carrier that actually understood, could diagnose it and then actually would do something.

Any time I’ve expressed concern, they’ve responded well. But to get somebody on the phone and track somebody down takes a lot of patience and time. I don’t know how the relationships are between Cinch and the repair technicians but it don’t seem like they’re great. A lot of carriers they’ve sent to me are reluctant sometimes to take claims and do the work because they don’t like the type of furnace that was installed. They’d recommend to replace that new unit but Cinch wasn’t willing to do that ‘cause they just replaced the unit and they’re trying to keep their costs down. It’s a lower end of furnace but it’s weird that I gotta hear some of that from technicians that Cinch is partnered with. It sounds like more of a problem between them and their service providers.

I’m not sure how Cinch communicates, educates and even selects their service providers, but making sure the checklist that you give them when they’re installing a new unit might be helpful. And that sounds like an investment in training for the service providers. ‘Cause some of these service providers are really technically skilled guys that probably are new in the industry trying to make a name for themselves. They’re not big local companies that I know. They’re small mom-and-pop kind of companies. They’re very personable and good people. But it seems like their learning curve is part of what I’m experiencing.

They got to make sure that if they’re gonna take care of the customer, and y’all are the first line of contact and a mediator as an insurance provider, that who they bring into my house needs to be well trained and well versed in in the units. And if they’re only trained and versed in certain units, they should be honest with Cinch and say that based on the house and design, they’d recommend a different unit and the reason why.

And so, there needs to be some collaboration or some point person at Cinch to have that conversation with the provider that actually knows how to take care and understands the customer situation, almost like a customer success manager type situation, which direct business-to-consumer is hard to get that white-glove treatment. I know that sounds like a premium, but something’s gotta give cause the consumer downstream gets caught in the middle sometimes about it.

And so, then I’m still waiting around. Two days rolled by, and I gotta wait for an appointment. At the end of the day, it’s a brand new furnace and I just need somebody to get out here, get it repaired, get it working so that the kids in my house don’t get sick because their furnace isn’t working. It’s been a little frustrating, given how cold it is this winter. But it hasn’t been the end of the world. We hadn’t had a cold winter for a couple of years, so I didn’t notice how bad it was for part of the time. I don’t know that ripping the whole unit out is worth doing that.

I haven’t had any other issues, but just the HVAC side of it. Cause when you’re talking about an HVAC unit, that’s several thousand dollars. On two units, I’ve spent 10 grand or probably way more than that. And some of that’s been out of pocket ‘cause I chose to replace the units ‘cause they were older. When the furnace went out, I replaced the HVAC with the new one ‘cause the summer before, I had old air conditioner issues. In the real hot days, it doesn’t work good. I had the furnace upstairs replaced too when the AC unit was going bad a couple summers ago and they’ve done a really great job. I hadn’t had any issues with that install.

Filing a claim is often interesting. That's one place that they could do much better. I try to do it online, and the ease of use is great. But the ability to actually do anything online doesn't work. They tell me there's no service provider immediately and that I should call them. Then the first thing is, "Do you know you can file your claim online?" "No. I can't." That's every single time. I end up calling Cinch who ends up calling whoever they call.

When I call, wait times can be anything from a couple of minutes to over an hour. But once I get ahold of them, they are very polite and get right on doing stuff. That aside, I haven't had a problem with the repairs. They've still got a few little glitches, but I’ve recommended them.

When I file a claim, they come out, check the appliance to see if it's working or not, and then they come back to see if they can fix it or not. If they cannot, then they will tell Cinch and Cinch makes the decision if they will replace the item or still try to repair it.

If I have to get a replacement, I like the way they give you the option of them sending you a check or they will purchase it for you. It took almost three weeks to receive the check, so they could do that more timely, especially if it is a refrigerator that goes out. Beside that, I would recommend them.

Original Review: Feb. 27, 2025

Cinch warrenty service and Sears Customer service are terrible. This is 2nd time. First repair about refrigerator never happend over 3 months. They couldnt find parts of refrigerator. Now 6 weeks ago I complained about our electric dryer to Cinch. First time Sears showed after 2 weeks and ordered parts. Parts came in 1 week. My wife and I spoke to Cinch and told them we have received all 4 parts. They arranged them to come early in FEBRUARY 4 but as before we waited full day and they cancelled at 5 pm. 😢 No one showed up. Then they said they will come on FEBRUARY 10 but no one showed up. They said your appointment is March 5. Then I get a text message from Sears on FEBRUARY 19 - we are still waiting for a support (Part no. W10314173, FEB. 19). Then I sent them all Part numbers last week including Support. I told Sears and Cinch 4 weeks ago same thing on JANUARY 27. Huge miscommunication between Cinch, Sears and their contractor for dryer. On February 19 Sears arranged someone to come today, February 26 -2025 between 7 am till 6 pm. Again no one SHOWED UP. I get a message at 4.55 pm from Sears as usual yours next appt is now from March 14-19. This is normal for Sears to give you a window from 7 am till 6 pm and then they CANCELLED the appointment at 5 pm. It happened 3 TIMES with Refregeriator and 3 TIMES with Electric dryer (even when we have all the parts SEARS ordered. It a SHAME and lot of agony for us 😢😢. Even with such a poor service; Cinch wouldn't cancel my contract. We don't know WHAT TO DO. Sears does not even listen to Cinch warranty company. Sears cancels the appointments in last minute at 5 pm while we wait since 7 am. Whole day is wasted. It is pathetic service 😒. Cinch is no help. Sears does not listen -they use AI and no one is listening. I dont know why? We are frustrated now.

I've contacted Cinch multiple times over the years, and each time, their response has been prompt. Sometimes, they may have to order parts, especially for appliances like furnaces or air conditioners, but generally, they keep me informed and manage to get things fixed. The turnaround time is satisfactory, and I'm always able to reach a customer service representative by phone, avoiding online systems which I find frustrating.

While I appreciate the quality of service from Cinch, my only gripe is the cost. Over the years, the fees have significantly increased. The service call charge went from $50 or $75 to a whopping $150. My monthly premium has also risen to $60, which feels steep, especially during times when I don't use the service frequently.

I occasionally use their online service to request assistance, though the process can be cumbersome, particularly when the payment portal fails to load correctly. I even had my 29-year-old daughter assist me, and she encountered similar issues.

Overall, I am satisfied with Cinch Home Services due to their dependable service, even though I find the increasing costs less than ideal. Nevertheless, I would recommend them to others as their service quality generally remains high.

There was an incident with my garage door opener where I had to pay out of pocket because it wasn't covered by their policy. It would be helpful if there was a way to get the deductible refunded if the service isn't covered. Nevertheless, I've found their pricing to be reasonable, though I haven't compared it to other companies. If they could address the deductible issue, that would be fantastic.

Submitting a claim with Cinch is straightforward; I simply log into their portal and provide the necessary details about the issue. They are quick to respond and coordinate with another company to resolve the problem. For example, I've recently had issues with a non-spinning washing machine and a refrigerator, and they were prompt in addressing them, even replacing parts when necessary.

What I love most about Cinch is their quick response time and their willingness to replace items if repairs aren't cost-effective. This experience has been vastly different from my time with Total Protect, where service contractors took longer to arrive and overall service was less efficient.

If someone asked for my recommendation, I would suggest Cinch for those in search of a home warranty due to their excellent service.

Their service technicians are reliable, providing morning or afternoon windows and calling when they're on their way, which I appreciate. They also show up when they're supposed to show up, which I always appreciate because not everybody does that. The cost for service calls has increased from $50 when I first moved into my home to $100 or $150 now, but it's still a good deal for the peace of mind it offers. Being widowed, this service is beneficial as it keeps me from having to rely on family for every repair. I will keep the warranty because I'll be selling the house within the next 5 years or so, and it's a good selling point to have.

Recently, I had an issue with my dryer not producing heat. I went online, filled in the information, and was provided with the company name that would perform the repair. However, I don't like that I had to enter my serial number again for an appliance I previously reported a problem with. The contractor disassembled the dryer, identified the issue, and ordered a part. After three visits, they finally fixed it, and now it's working fine.

I'd rate the ease of using the website as a 5 because it's probably the best aspect of their service. However, I'd rate the overall value as a 3 due to the increasing costs. Customer service interactions are minimal because the process is mostly online, but it took about 15-20 minutes to reach someone by phone the last time I needed to. As for coverage, I'd give it a 5 because they fix things when they're actually broken. Nonetheless, I've faced situations where I had to pay out of pocket for routine maintenance issues that weren’t covered by the warranty, which was frustrating. Overall, the service is just average for what I've experienced.

I initially attempted to set up the repair online, but their system wasn't functioning properly, requiring me to call instead. The repair itself was completed efficiently and I appreciate the 6-month warranty they provided post-repair.

I would rate my experience with Cinch a 4 out of 5. Their service is generally excellent, but contacting them by phone, especially during weekends or after hours, can be problematic. I once waited up to 1.5 hours without any response, which is a concern since you never predict when something might break. Overall, apart from the call center delays, I'm satisfied with their service and would recommend them.

To top it off they sent me an estimate of how much this was going to cost me?? Over $1500 because they don't pay for freon, disposal fees, other bogus fees, etc. Knowing that this repair probably wouldn't last long, and they would charge me the bogus freon fees, etc. Several weeks of my time and discomfort for nothing. I dropped the coverage and got it fixed properly. Cinch is a ripoff. Don't waste your money.

The technicians have been great and arrive on time. For instance, during a recent cold snap, they quickly responded to a problem with my furnace, which I appreciated.

One area for improvement is the process for approving a buyout when dealing with original appliances from around 1985. The approval process can be cumbersome, especially when parts are obsolete, and as a homeowner, waiting weeks for a resolution can be frustrating. It would be helpful if Cinch could expedite the process of determining whether parts are available and, if not, quickly authorize a buyout. This would prevent homeowners from waiting extended periods without essential appliances, allowing them to purchase more energy-efficient replacements.

Overall, I would rate Cinch Home Services around 3.8 stars due to these experiences.

Despite these challenges, we are pleased with the final results. One area for improvement would be having more local service providers from nearby towns like Sycamore or DeKalb to reduce response times. All the technicians have been great, and the follow-up from a gentleman in Florida was exceptional—he was consistently on top of things.

Regarding the contractors Cinch sent, Best Appliance stood out for being particularly cooperative and knowledgeable. We've generally had great success with the professionals they've dispatched, such as plumbers, although the recent technician was quieter and more eager to finish, which I was fine with. However, he mentioned needing a part that’s no longer manufactured, which seemed a bit of a roadblock, though I trust they would seek the part through their resources.

Overall, I would rate my experience with Cinch Home Warranty as a 4 out of 5. My advice to friends or family considering their service would be not to expect perfection, mainly because service providers can vary. But we've been quite pleased with the service aside from a few exceptions.

When I tried to submit a claim for our specialty cooktop, the online process was complicated. Eventually, I had to call their service, and after some delay, they sent a technician. However, he seemed unfamiliar with the cooktop and didn't have the necessary parts. He visited twice but still didn't resolve the issue. Cinch claims they repaired three burners and couldn't fix the fourth due to corrosion, which I disputed, as I observed no such issue. Unfortunately, Cinch has been unresponsive, and I've been very dissatisfied with their service.

Given my experience, I would rate Cinch a one and recommend caution to anyone considering their home warranty. While these warranties can be useful, exploring other companies may be wise. I hope someone at Cinch's corporate level addresses these concerns eventually, as dealing with them has been like hitting a stone wall.

While I usually contact Cinch by phone, I find it quite challenging, so I plan to set things up online from now on. The one time I did use their online service, it worked out very well, although I had to call them for a specific job when I wanted a particular service provider.

If a friend or a family member asked about my experience, I'd say that Cinch provides great peace of mind. It's worth having them ready to serve when an issue arises, as repairing or replacing appliances like a washing machine or furnace can be quite costly.

I would recommend using their online service over calling them. I rate my overall experience with Cinch a 4 out of 5, deducting one star because of the difficulty in contacting them by phone. But the ease of use and navigation of their online service is a solid 5.

However, I did encounter a challenging situation with my washer, which wasn't fixed despite several repair attempts over a month. Being a new mom, this was particularly stressful, but the advocacy lady from Cinch was incredibly helpful throughout the ordeal. Fortunately, the washer has finally been replaced. Communication has been good overall, mainly through texts from Cinch and service providers.

I would rate Cinch a 4 out of 5. While I appreciate the professionalism and quality of most of the service providers, some situations like the refrigerator replacement have been costly and inconvenient for me. I had to pay extra to adjust my kitchen space for the new fridge and deal with the backsplash modification, none of which was anticipated. Despite these setbacks, the last few technicians have been very professional and diligent, which is why I'm still satisfied with the service.

The technicians themselves were professional and responsive, even though they couldn't address the issue right away. Overall, I'd rate my experience with Cinch as very satisfactory, at a high level.

However, I've had less satisfying experiences with their plumbing contractors, finding them to be unprofessional. Due to these experiences, I don't plan on using Cinch Home Services for plumbing issues again.

Overall, I’d rate Cinch's service as a 4 out of 5. If they improved their plumbing contractors, they'd definitely score a 5 in my book.

In some cases, technicians have had to order parts, which took time. For instance, with a recent repair, the technician could have had the part by the next day, but Cinch opted to find a cheaper option, causing a delay of five days. Overall, being without a furnace for a week wasn't ideal.

Despite these delays, I find Cinch to be effective and worth the money.

My rating for Cinch would be three to four stars overall, with customer service at a three and the quality of service at five.

My experiences with them have been satisfactory until recently. I had a claim for plumbing work that needed to be done, specifically to address leaks under three of my sinks. While the technicians were professional and identified the problem, the company decided not to cover the necessary repairs or replacements, which has been a source of frustration for me. Despite these recent issues, I've found their costs reasonable and their service reliable. However, due to this incident, I would currently rate Cinch a 4 out of 5.

I find Cinch Home Warranty to be a reliable service and have recommended it to friends. It's considered one of the best by many contractors I've spoken to. The deductibles and the time it takes to get repairs authorized can be a little frustrating. It would be nice if there were a diminishing deductible for systems that haven't required claims in a while.

For customer service, I would rate Cinch a 4 out of 5. The coverage they offer is excellent, definitely a 5 out of 5. As for the price, I would say it's a 4 out of 5.

I set up service requests using their app, which is quite straightforward. Initially, I had a problem figuring out the account login information. There's a client number that each person has, and the former seller of the house forgot to give us that number, but once that was sorted out, making claims online was easy.

Overall, it's been a positive experience with Cinch Home Services. If a friend or family member asked about my experience, I would tell them I have no complaints. They've provided excellent customer service, and the price is comparable to other companies. Plus, having an app to set up service requests is a significant advantage over calling as with some other companies I've used.

If asked by friends or family, I would definitely recommend Cinch Home Services without hesitation. What impresses me most is their speed in handling issues. I remember they were out within a few days, far quicker than I expected. The service was thorough, and everything was fixed correctly.

Overall, my experience has been excellent, and I would rate them highly. Their customer service, whether through automated calls or speaking with a representative, has always been top-notch. I'm very satisfied with the value for money they provide.

I usually contact them by phone, starting with an automated system before speaking to a representative. The customer service has been good; they ask me what I need, arrange appointments, and notify me via email about the technician or company coming out for repairs.

Overall, my experience has been positive, and I would describe Cinch Home Services as a good company to work with. If asked by a friend or family member, I would recommend them. While I'm satisfied with the customer service and quality of service, I'd rate the value for money as average because the annual cost has been increasing, with the latest being over $800.

Overall, I find the service straightforward and appreciate the coverage despite having to pay a deductible each time. I believe it's worth it for the peace of mind it provides. My experience has been positive, and I would gladly recommend Cinch Home Services to others.

The quality of the contractors provided by Cinch has often been disappointing, according to feedback from my tenant. My tenant has also expressed that there have been a few satisfactory services, like the recent plumbing work by a contractor from pie, but overall, the quality has been inconsistent.

When dissatisfaction arises, sometimes we accept the service as it is, or I might hire someone directly outside of Cinch. Ultimately, I have discontinued using Cinch because I no longer perceived value from their services. My overall experience with Cinch's customer service and pricing is average, which influenced my decision to rate them a 2 out of 5.

As a policy holder in a situation as critical as no heat in a house. I would hope the company would work with me on feasible solutions. Credit me the cost of the repair, condemn a 25 year old unit vs sink 3k of repair into it, make sure the parts are available vs need to be shipped etc.

Moral of the story if you plan to use this plan on critical appliances like a furnace and need quick repairs and answers be prepared to be left out in the cold…. Literally.

Original Review: Feb. 17, 2025

Absolutely HORRIBLE customer service and a completely incompetent staff. We are (6) weeks in trying to gain resolution for our (3) year old dishwasher. I'm convinced this company is a racket, pyramid company. This is NOT a reputable company. It's so disheartening that we've paid monthly dues for several years and when we need their assistance, zero compassion and painful dialog, over, and over , over again, WITHOUT any resolution. I would NOT recommend this company to anyone. My advice is to PLEASE STAY AWAY. I would give them a ZERO if it were an option. I promise you will not be pleased with this organization. I would investigate other competitive companies.

I had taken off of work to be there for them. But they didn't even bother to double check the number. So the third time, somebody came out again and then they replaced it. Somebody had to come out a fourth time because it still wasn't working a couple of months later. Then someone had to come out a fifth time to repair something, and it still wasn't working. That took from January until about June before that was all resolved. It was working fine for a little while, and then it stopped working again in November. When I called Cinch to ask them, "We've already tried to repair it five times. Can I get a new refrigerator because this is a problem with Samsung?" They said, "No, we will make the decision about that. We will send somebody new out."

Cinch sent someone out from a different company in November. That person told me that they were going to order a new door for it and other parts. They told me that there would be three boxes that would come. To this day, I've only received two boxes. I was supposed to call him back when the third box arrived. It has not arrived. I'm planning on getting in contact with him again and saying these are the only two boxes that are here.

I recently looked at my Cinch page and they said that the issue is resolved. It has not been resolved. It's been two months and the refrigerator is still not repaired. I haven't got that third box. The man hasn't returned, and the ice maker is still broken. As well as the entire unit freezes up, causing pools of water in the bottom of the vegetable drawers. So in that sense, I haven't been very satisfied. That's the only thing I've used Cinch for, and it has not worked out well.

The contractor said they fixed every leakage coming from inside. And that means if they fixed anything coming from inside, it has to be outside. If they cannot fix it for me, at least they should be able to discover where the leakage is from outside so that I can reduce my expense. Because now I have to call different vendors to come and check and they started bringing different views. Each time I call them, I have to do something. They should improve and try to explain the deal all the time to people because I never knew that was not covered in my deal.

Cinch raised the deductible. Before, it was 120. They just increased it to 200. Even if you have to fix a small thing in your home that you can even fix less than 100, they will still take that deductible of 200. That's another thing I was displeased with. The deductible shouldn't be fixed. It should depend on the kind of job you're doing. Like you wanna change the oven in the house, how much do they sell oven? Or you wanna fix it, you still have to pay the same deductible of 200 as when you want to fix your heater or your AC. But I would still recommend Cinch to anyone.

The only thing we don't like about Cinch is their window is 8:00 to 5:00. So, we have to stay here all day waiting for them. They can't narrow the window and I don't get that. A couple of times they came at the very end. So, we stayed here all day. Also, their deductible is a little higher than most, but I thought we should stay with them because the first two times they came out, they were timely and they did what they said they were going to do. And every time I change something, it's never as it appears. So, there's no need to change.

I have peace of mind knowing I have Cinch. I've had three claims and though they weren't big ones, I've been very pleased. We had a plumbing emergency as soon as we moved in to this house. Water was coming out of the pipes. They said they couldn't get anybody over fast enough, but we could call somebody then they'd reimburse us, and they did. I liked that they were at least flexible with that, knowing that the emergency was happening in real time. They let me send them my receipt then they reimbursed me. It was a seamless transaction.

I arrived and took pictures of the damage and sent them to the provider. Because the plumbing was old and the split was on the inside T fitting that was used to supply the outside hose bib, the Plumber needed to get special parts to fix the issue. The delay was only a day and he sent in his report requesting approval while he obtained the parts.

When I had not heard from him to confirm the repair the next day, I contacted him and he advised that the request was denied. At that point, I needed to get the situation fixed and had another plumber come out and fix the split pipe. I had to send a request in through the online portal to obtain the reason for the denial since no one from Cinch called or emailed me. The response I received was that the repair was not covered because it was a leaking hose bib outside the foundation.

I called customer service and was told that because the plumber sent a picture of the hose bib that was outside the foundation, that was where the leak was and the repair was not covered under section 3 of the contract. I contacted the plumber and he told me that his report to Cinch did not state that the outside hose bib was leaking, but that the leak was inside from the T fitting leading to the outside hose bib.

I called customer service again and explained what the plumber said and what pictures had been sent in and requested a supervisor. I was transferred over to the supervisor, whose name was Lynn, I believe. Unfortunately, Lynn spoke very fast and was difficult to understand. She said that after reviewing plumber's report and the picture of the hose bib, the leak was determined to be outside the foundation and the repair was not covered. I had difficulty understanding her, but what I came away with, was that the determination had been made and they would not change that decision.

I asked her how it was possible for me to have water spraying inside my laundry room if the leak was outside the foundation? She obviously couldn't answer that. She just kept repeating that the leak was outside the foundation, when I knew that both she and I had pictures of the split water line inside the house. I then asked to speak to her supervisor and was told she was the final arbiter.

In summary, the product looks good, but their customer service, execution and response are horrible. I had to spend $1,000 in air fare to make sure I was available to coordinate the repair, in addition to the $150 deductible and the $200 for the emergency repair by another plumber. You can be assured that I will not be recommending Cinch to anyone and I will advise my Real Estate agent of the bad customer service.

The gentleman came from Sears. He was nice. He told me said that it's so old he didn't think it was repairable, but he would submit it. He went out to his truck and contacted Cinch. Cinch said that they wanted to try to repair and that he would get the parts ordered. He gave me a couple of dates as an option, which were well over a month from that visit. He was there on the 7th and I set it up to be done on November 21st. We had to travel, but he only had two dates. Then I realized that they were going to order the parts, but we don't live there. I didn't want any parts delivered to that residence with them sitting outside bearing the weather. I contacted Cinch and was told I had to let Sears know. But it was a very long 30 to 40 minutes to tell them, "Can you please just ship these to our home address and we'll make sure to take them down with us for the repair?"

Finally, somebody understood me and told me they got it switched. I got a set of shock absorbers in the mail from Amazon. I kept waiting and waiting. Then, I got a text to say my appointment was on the 19th. I reached out and told them I had an appointment on the 21st but they told me I didn't. I told them I didn't even know if I had all the parts. Each time I was calling, it was extensive lengths of time. It's not very user-friendly to get someone on the phone from the automated system. Unfortunately, I got a number of people that spoke very poor English and they sounded like they were in a room full of people. Not only was it hard for me to speak to them because it was so much background noise, I kept having to repeat myself, then they would have to repeat themselves because I could barely understand them and I couldn't feel like I was getting my point across.

Finally, I got the appointment changed to the next day, that Friday the 22nd, but a lady out of Chicago with Sears called me and asked me about the parts. I had called multiple times to find out about these parts. She was very sweet. I told her to make sure they ship them to my home because we wouldn't be down at the location. She told me they were very large pieces and I told her my husband has a truck, so that wouldn't be an issue. She called me the next day (the week before that appointment) and told me they we're not going to be able to get the parts. That was a Thursday morning. I let it go Friday and the weekend. I called Monday afternoon and was back and forth. I finally asked for a manager because I couldn't keep speaking to this person that didn't speak good English.

The rep got this person on the phone and he told me that Cinch wanted to try to find the parts. I said, "You do realize that the initial service call was on the 7th of October and we are now in the third week. I don't have a washer and if you wanted to find the parts, that's ridiculous." When the tech left on the 7th, between Cinch and Sears, somebody should have realized these parts weren't available within a week. I waited a few more days. I called back because no one called me and they said they had escalated it to claims to say that they were probably going to have to replace it because they couldn't find the parts, but that could take 24 to 48 hours.

I waited again a couple days, called back again, and I was, at that point, irate. I have not had a washer. That person told me me that they were willing to replace it, and I had two options. At some point, someone said I could get a washer or they would give me money. We had a bad experience with Samsung, so we didn't want another Samsung washer. We opted for the payout, which wasn't great, but it was fine. The gal told me that they could either do it through JP Morgan and electronically transfer it or I could get a check. The whole time through this whole experience, I've told them that this is not our permanent address and things need to come to our home address.

The other issue was is I was getting no email correspondence. I updated my email in the Cinch system and every phone call I did, I told them my correct email address. They told me it was fixed, but I never received any email through all of this. That was frustrating me. I told the rep to just do the funds electronically. She tried to do it and said it was not working. They were going to have to mail me a check. I told her to mail it to our permanent residence and not to the service location. She said she set all that up and that it could take 7 to 10 days. I waited all that time. I called to see if it has been mailed only to find out that it was mailed, but it was mailed to the address I flat told them not to.

I got other people on the phone and asked if I could talk to corporate. They said, "They don't have a phone number. You can use this email." I sent an email summarizing what happened and got a call the next day. She was a woman in their media department and she was going to send it on to the financial people. She was apologetic. Then that person emailed me their phone was acting up. But within a few days, they two day FedExed to me the check for the replacement of the washer.

It took me endless hours on and off the phone, very poor customer service people, and a lot of miscommunication. When the gentleman said he didn't think it was repairable, somebody should have been looking for those parts immediately and should have been able to find out in a much more timely manner that those parts were out of date and it should have been paid. We should have had that refund much sooner. I didn't get to check until sometime in December. I would tell people to never sign up with a home warranty with this company.

It has been good dealing with the techs too. It took us a little bit to get our stove straight and that took a couple of months. That was a little frustrating. The last time with the refrigerator was interesting. We put in the claim, the tech came and looked at it, and we didn't hear anything for a while. And then, I got something in an email saying that Cinch was going to replace it. So that was great. If the techs come out and see that they can’t fix it, they've got to find a different route and that takes a little longer. But in the end, I end up with something new. So, I can't get too mad about it.

The level of indifference I've felt from Cinch for an issue that is clearly a huge concern is unacceptable. My expectation as a consumer for a service I pay for is that I feel supported by a team dedicated to getting the job done. I certainly do not feel supported, cared for or seen. My family feels like we've been "left in the cold" literally.

I own multiple properties and oddly enough, the dishwasher on this same property had a failure on it. Cinch hired a contractor to do the work. I had a leak on the dishwasher and they said they would give me my $150 back. I've yet to receive that and there's still a leak. I asked the contractor that came out and did the water heater to try to fix it and it has slowed it down but it still needs work. So, I need Cinch to pay him to replace the line or do something else because something's going on with the water line and I can't have that. There are brand-new cabinets in that house. I need somebody to call me back and I will only be available until Friday late afternoon because I'll be going on vacation next week. So. if somebody tries to get ahold of me beyond then, they won't be able to get ahold of me for a week. Other than these, everything else is good.

I've owned multiple properties and all of them have functioned in that same process. In some cases, a service provider wasn’t available in my area and I was able to select one or we worked it out from there. It was especially critical during the peak of the pandemic because I had that issue. Cinch has a mileage cap and they said there was no one to help me. They have providers they specifically work with but I was able to find someone in my local area who wasn’t a provider they work with but I was able to use them.

There's a deductible that you pay as a part of a claim and on the majority of them where I had to get my own service provider, there were a couple of occasions where I ended up having to pay in addition to the deductible. But for that particular instance, it’s been a while and I would be past the point of submitting a receipt. But in the instance I’m thinking of, they replaced the appliance. So, I was just happy to have that. I'm gonna take it as a win and not worry about that $100 service fee. I work in risk management for my career and I'm very familiar with how insurance and such works. So it's one of those things where you have to how to dance the dance and be willing to wait it out. The most recent with the home incident that I had, it was like two months that I had to just keep playing the game until I got what I needed.

There was a piece that wasn't working on my furnace and the gentleman had to leave and get it from the warehouse. He came back within 15 minutes and put it on and the furnace turned on. He didn’t make a mess and I was very pleased with him. I told all my friends to get a home warranty account so that if something happens at their house, they won't be stuck not knowing how to pay for a repair, and not knowing who to call. So that's a plus too. I don't have to go out searching for folks.

It was a frustrating all around. I had to call Cinch constantly and ask to be escalated. I finally talked to a higher up who was able to solve the problem in about 10 minutes and have somebody out to our house. But it took weeks of talking to a specialist who would not forward me to anyone above her. That was probably one of the most frustrating things about it. They sent somebody out who put leak stop in the pipes, filled it with freon, and replaced the valve that had broken. The tech had showed me a picture of the pipes where there are visible cracks in them. He gave it a month before he'd be back out to fix it again. Because he gave it a month, it'll die again. It's been almost a month and it's still going. The tech was really honest with us. But Cinch was literally saying the opposite of what they were saying without ever coming and looking at the unit.

The last person I talked to at Cinch reached out and asked me if the service had been completed. I told him it's fixed for now, but the tech said it's going to die in a month. The rep said, “Okay, thanks,” then hung up. I work in sales and deal with customer complaints all the time and with coming up with solutions for people. If somebody asked me if they should have a warranty company, or if I've ever heard of Cinch, I would tell them not to go that route. If the repairs are done, the cost makes sense. If it's done in a timely manner, I'd rather pay $100 to have a $6,000 unit running again than to have to buy a $6,000 unit. In that sense, it's better. But in the other sense, they tried to make us pay $300 extra for this repair for the refrigerant after the tech told them not to put refrigerant in it.

Original review: Please do NOT waste your money on these people. We have been paying them close to $100.00 a month for three years and have had no claims. NOW we need someone to come look at our heating unit because it is not heating like it should and they tell us that they cannot find anyone to come out and look at the unit. We have been waiting a week and it has been in the single digits temperature wise with snow on the ground. With all that said, they wouldn't even make any calls to find someone without a $200.00 service call fee. Unbelievable. Now they are telling us that we should wait another 24 hours to see if they can find someone and if they can't they will give us the option of us trying to find someone! By the way, if we find someone, it is not covered, but they assure us that they will refund our $200.00 fee. Please save yourself the headache and don't waste your money on these people!

But they send out people who are qualified to work on the items that are in your house. They'll ask you the serial numbers and give it to them. They send out a company that can fix it. But, if they're busy, they send out a secondary or the next person in line. For the most part, they're decent about fixing. The timetable it takes to get the stuff fixed is sometimes ridiculous, though. When my refrigerator went out, they couldn't fix it. They were gonna replace it. LG doesn't replace. So, they were sending me a check for what the original refrigerator cost. LG was not communicating very well. All they wanted to do was text or email. They didn't want to call me. For me to get anything done, I had to say that I wanted to purchase. They sent me a check for $1,500. But that took a month and a half for a refrigerator.

I also had my washing machine fixed. It took a month for it to finally be fixed. The first company they sent out said, "I need to change this motor or this part. The part is no longer made." They went back and they didn't relay any information to me. Cinch has a third party that they get parts from. They searched for the part and it was sent to me. I had to call Cinch to find out who was gonna come and put it in. They sent a private company out to fix it. The part they brought out or they ordered didn't fix the problem. The gentleman tried another part and it didn't work. The gentleman tried another part and it didn't work. Finally, the fourth time, he changed the part and it worked. But it took a little over a month for that to get fixed. But I'm satisfied with Cinch. It's just that the communication part is very aggravating.

To top it all off, after he got to $1,500 worth of charges that Cinch wasn't gonna pay, he told me I needed to have that in cash. I told him I was not gonna have $1,500 of cash sitting around for him and his buddies to come rob me. When I complained to Cinch and told them I needed another contractor, they told me I already got this contractor and wouldn't reassign anybody at all. They were no help. It was about $1,500 all in and they gave me $500 for taking care of it myself. The fact that I had to pay a big deductible upfront but then couldn't get service wasn't too cool.

I called customer service and it is all automated. It doesn't have an actual person you could speak to so they could look into the issue that you have or advise you on what you need to do for them. It sends a text that sends you back to the website to submit a claim. The warranty might not cover my issue because it’s not on there, so I needed to speak to somebody so they could tell me that it’s not covered. But I like most that Cinch is fast with the response. I had low water pressure and the contractor I dealt with was very knowledgeable. The techs regulated the water pressure and looked into the dripping of the showerhead too.

Once they came in and looked at what was needed, they went back to Cinch to let them know what repairs were needed. Once the plumber reached out to us, Cinch reached out to us as well to ask us if the plumber had reached out to us. Through the whole process, Cinch kept reaching out asking if we knew when the installation was, if the contractor has reached out for that, and if they have completed the work. They said if they haven't, they would follow up on our behalf.

We really liked the contractor. We're going to have them come back out and do some other work for us that's not warranty related. They were right upfront. The home that we bought is a 70-year-old home, and he was saying there would be some updates that would have to be done as far as keeping it in compliance with codes that Cinch probably wouldn't cover, which they didn't. We weren't upset with Cinch that they didn't want to cover that part. But they covered the water heater and the installation. The total was $2,700 and we had to pay around $500. We like our coverage with Cinch. We got to see what the sellers paid and felt that the premium that they paid for this year was very reasonable. That's why we will probably end up renewing it when it comes due again.

In 2023, I filed a claim for my built-in microwave, which was part of a combo unit, because it was no longer functioning. A technician came to repair it but couldn’t fix it. I was told a replacement would be ordered. What followed was a complete fiasco.

First, it took months for the replacement microwave to arrive. Then, when it finally did, your team refused to install it, claiming the job was "too much work." Instead, I was offered a laughable $250 reimbursement to hire someone else for the installation. Two years later—it’s now 2025—I still haven’t received that check.

To add insult to injury:

-The replacement microwave was too small for the opening.

-It didn’t have the same power or electrical compatibility as the original unit.

What was the result? I had to spend $2,000 out of my own pocket to:

- Buy additional parts to fill the gaps caused by its size mismatch.

This ordeal has been a nightmare. The sheer incompetence, lack of accountability, and complete disregard for customer satisfaction are beyond unacceptable. Cinch and Sears have failed at every possible step—leaving me to foot the bill and deal with the consequences of their failures.

This is a disgrace. If this is how Sears and Cinch treat customers, their business doesn’t deserve to exist.