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Three visits to fix one problem but creat a new, bigger problem With no definitive timeline to address We used the Cinch home warranty company to fix a problem with our furnace. The furnace was blowing ambient air. The Cinch home warranty sent out a repair EMS HVAC Company to fix the problem. The company that came to our home identified a broken part that needed to be ordered so they ordered the part and returned a couple days later to install it. At that time they realized they needed another part so they ordered that part and came out a few days later to replace that. This was the 3rd visit. Upon replacing it, our furnace begin blowing hot air but after they left we felt the house getting very hot. We went to the thermostat and discovered that it had been set to 77° and that the option to turn on the air conditioner had VANISHED. We have a Nest thermostat that has an option for heat and cool. The cool option vanished after the second part was replaced. We contacted the repair company to explain the issue. After explaining it they told us we would need to submit a new service order because this was a problem with the air conditioning not the heater which was our original order. We calmly explained that this was a related issue and insisted that they come out immediately to resolve the problem they created. During this conversation they hung up on us (or possibly disconnected). We called back again and explained the situation again. We received the same explanation. We requested to speak to a supervisor. The supervisor was unavailable but were told they would call us back. No call yet. Meanwhile we contacted Cinch home warranty. We were told we would have to wait until the repair company responded with The service summary or something to that effect. In short we now have a bigger problem because are in hot Texas with elderly house guests, no air-conditioning, and no resolution in sight. In a fact they made our problem worse because at least before the furnace was fixed we could use space heaters and have air-conditioning. Now we have only heating and no air. And more importantly no good customer service because we keep getting put on hold, talking to different people, and having to call back, with no scheduled time to get this fixed. This problem was originally reported on October 30, it is now November 6 heading into a weekend and we will probably have to take even more time off work to wait to get a fourth repair visit and risk additional exposure to COVID-19 and the added risk of exposing our elderly parents, especially since they have not worn masks, which we were trying to avoid by getting this fixed before their arrival on Nov 4th.
Desired Outcome
Fix our system immediately, refund service fee, and technicians entering our home wear masks.
10/8/2020
The sears home warranty will not honor their warranty contract with me under a false claim that someone unauthorized has worked on my HVAC system. The problem started on 09/30/2020,the purchase date of the sears whole home warranty is 08/12/2020 and the contract number is XXXXXXXX,I pay them $69.99 monthly for the whole home warranty that is suppose to cover everything in my home if it were to break down. And my contract states that if it the problem can not be fixed it will be replaced. And I have contacted sears on several occasions concerning this problem and having trouble getting them to honor their contract and fix the problem. No one have had contact with my HVAC system other than sears authorized technicians.
Desired Outcome
I want the business to honor their contract with me and do just what they said that they would do. And if the problem can not be fixed, they said that they would replace it. That is what the contract claims. I purchased the contract in good faith and trusted sears do be dependable and honest.
Cinch Home Services, Inc. Response
10/22/2020
We are in receipt of Mr. ********'s complaint. Our purpose is to be there when our customers need us, and we have fully reviewed his service request to ensure he is receiving the full benefit of his home protection plan. Our service partner reported that refrigerant had previously been added to his system using 407C refrigerant which is the incorrect refrigerant for his sealed system. While it is not recommended by most distributors/suppliers, 407C can be used as a replacement option for R-22 refrigerant, however, there are guidelines in place and the manufacturer's retrofit guidelines must be followed. This means, the R-22 refrigerant must be recovered and his unit must be retrofitted to run with alternate Freon. In no circumstances can the two refrigerants be mixed, and it cannot be used as an alternative refrigerant to top off a system that uses R-22 refrigerant. As with any home warranty, coverage is detailed in the agreement and there are some items and conditions which may not qualify for coverage. Mr. ********'s policy covers mechanical failures that are attributable to normal wear and tear, and since the unit has been modified from its original design intention, the unit does not meet the standard criteria for coverage. Since submission of his complaint, a member of our leadership team spoke with him directly on October 15th to address his concerns and explain our decision. The point of the warranty is to help alleviate financial costs that come along with major home repairs, however, all items and conditions are not addressed which is why all of our customers are sent a welcome kit upon enrollment which contains this information. This is provided for review to ensure the coverage provided will meet their needs. We appreciate the opportunity to review his case. Respectfully, ******, Customer Relations
My summer with Cinch: we waited about a month in the TX 100 degree heat to get our AC fixed, even though our case was deemed an emergency. They didn't escalate it until I posted on their FB page (a post they have since removed and then blocked me from even DM'ing them - otherwise I would have continue to contact them that way rather than post this review). Our refrigerator has broken about 5 times in the past year, because they keep putting band-aids on it by ordering cheaper parts rather than fix the real problem or replace it. Meanwhile, water is leaking all over our floors and starting to warp some of the surrounding drywall/molding. They sent a tech for I think the 5th time in about a year last week who admitted its more serious than just the parts they have been ordering. Given our past experience, I don't expect to have any repair any time soon. Things get stuck in their "research" department for weeks or longer. BTW - they delete most of the negative posts off their Facebook sites so don't go there for an accurate description of their services. Good luck if anything breaks. Our SO # in case anyone cares is: SCCN21C5C9A2
Source: BBB and Trust Pilot
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