Worst home warranty experience, ever
8/1026 UPDATE: Cinch STILL is giving me the runaround after responding to this review. It is concerned about negative reviews but NOT about adhering to its contract terms. Here is the relevant part of the email it sent in reply to this review: "At this time, we are still awaiting the updated details from the service provider. Once we receive the requested report and information, our designated department will be able to review the claim and determine the next steps" Here is my reply to Cinch: "This is a completely unsatisfactory and unserious reply. The service provider has already provided ample information to Cinch. From the service provider's report (with typos cleaned up): "'INSTALLED NEW LOWER HARNESS AND PLUGGED POWER BACK INTO UNIT, UNIT STARTED TO MAKE ARCHING SOUNDS AND SMOKE STARTED TO SEEP FROM UNIT, UNIT WOULD NOT POWER ON. I DON'T RECOMMEND FURTHER REPAIR IN OLD UNIT FOR SAFETY REASONS.' [emphasis added] "The washing machine is smoking—SMOKING!—and is UNSAFE to attempt to further repair! What would convince Cinch to replace it? Does my house have to burn down before you agree that it cannot be repaired safely and must be replaced? "I will be taking this to small claims court unless you I hear back from you by Thursday, August 13, 2026, that Cinch will replace my washer. Enough!!" ================= Mid-July, my washing machine wasn't working properly. Cinch sent a repairman who determined there was a short in the wiring. Here's the repairman's report: "INSTALLED NEW LOWER HARNESS AND PLUGGED POWER BACK INTO UNIT, UNIT STARTED TO MAKE ARCHING SOUNDS AND SMOKE STARTED TO SEEP FROM UNIT, UNIT WOULD NOT POWER ON. I DON'T RECOMMEND FURTHER REPAIR IN OLD UNIT FOR SAFETY REASONS." It is now August 7th. I have called Cinch about 20 times. Three different reps have told me that the washer will be replaced, but each one says something slightly different and each one is apparently either not updating their system to report what we discussed, or is simply incorrect. Because each time I talk to new rep, that new rep says that a new washer hasn't yet been authorized. When I check my Cinch account online, it says only that I should make an appointment to have the repair person return and try again to fix it. He's already sent in his report that it isn't safe to do so. When calling Cinch, I've been disconnected multiple times while on hold, and the automated system glitches out with garbles or silence so it's impossible to even know what number to press for a particular problem. I've tried texting and emailing, but it seems that no one reads texts or emails at Cinch. I finally got a Cinch rep to call back today but she said she couldn't hear me and hung up on me. I called back using a different phone. A different Cinch rep claimed to be unable to hear me and hung up. So, this is either a tactic they use when they can't/won't answer a customer's question, or their phones don't work. But when I called back a third time and pretended to be a prospect rather than a customer, the call went through just fine. Transferred to customer service and again, got disconnected. I don't know when or if they will replace my washer but they were sure quick to take my money for the repair's deductible. Meanwhile, my AC also malfunctioned a couple weeks ago, and Cinch told me they didn't have a contractor and to get my own. It was a simple repair and as instructed, I sent Cinch all the documents they requested within 24 hours of the service call (I actually sent those the same day). Cinch has not reimbursed me for the service call nor given me any information on why there is a delay or when I will be paid.UPDATE: CINCH HAS REIMBURSED ME FOR THE AC REPAIR BUT I STILL CAN'T GET ANY HELP WITH THE WASHING MACHINE, CAN'T GET ANYONE ON THE PHONE WHO KNOWS HOW WHAT HE OR SHE IS DOING, AND WHEN I TRIED EMAILING TO THE EMAIL ADDRESS CINCH SAID IN AN EMAIL TO ME TO USE, IT BOUNCED BACK WITH THE MESSAGE: "The group ServiceBench isn't set up to receive messages from [my email address] Home warranty companies all have pretty bad reputations. I've used two others and dropped them due to slow response times. Cinch actually sends contractors quickly, but won't pay out and won't replace what it promises to replace. And when you try to get answers, you get stuck in AI voice system hell, are eventually transferred to an agent who, from the uniform accents of all the agents I've spoken to (lots) sound like they're based in India or Pakistan. They are (when you aren't disconnected first) quite polite but never solve the problem. That's worse than being slow with the initial call. I therefore nominate Cinch for worst ever.