Complaint Review: Cinch Home Services - Boca Raton FL

I have a home warranty with Cinch Home Services contract #11673718. Approximately September 28th, we had a small electrical fire in our attic. We turned off the breaker and contacted Cinch Home Services via their website and set up a claim; Service Order #SCCN92149573. We assumed the issue had something to do with the AC unit because it completely shut off. They set up a Sears Home Services - HVAC Repair (888) 959-6186 to come to inspect the problem approximately 10/1/2020. The technician said the blower had gone out and caused a small electrical fire and the blower needed to be replaced. He said the blower would have to be ordered and it would arrive in about 7-10 days. Approximately 10/10/2020 the blower was replaced.

Approximately November 15, 2020, we heard a clicking sound in the attic and realized the blower was not going on so we shut the system down at the breaker so we wouldn't have another electrical fire. I contacted Cinch and they reopened the service order to avoid having to pay another deductible since it was the same issue. I was told they could set up an appointment with a Sears technician December 8th.  I told them that was unacceptable because we would be going without heat, AC and an air purifier.  I have allergies and asthma and the system was recommended by my doctor. They connected me with a supervisor who was able to get an outside contractor to come out the next day. They assigned Kool-Air Heating (619) 802-8674. 

When the technician arrived, he was a very large man and he had another man of medium stature access the attic. The technician told us the blower had gone out and it was a blower that had been recalled. Cinch contacted us and told us it would take approximately 7-10 days for the blower to come in and they gave us an appointment of December 3, 2020 between 8 am - 4 pm with Kool-Air Heating and Cooling. I have my own business and had to close my business for the day to accommodate the 8 hour window. As of 4:30 pm Dec 3, Kool-Air had not arrived or contacted us. I contacted Cinch to let them know they never arrived. The customer service rep told me I was the one who should have contacted Kool-Air. I requested to speak to a supervisor/manager. After speaking to a supervisor, they connected me with another department and I spoke to a girl named Cathy who told me she would reach out to Kool-Air first thing in the morning and contact me by 10 am. By noon, I still hadn't received a phone call from Cathy with Cinch so I decided to call them. 

I requested to speak to a supervisor/manager. After reading the numerous notes associated with my claim, the supervisor told me Cathy would reach out to me later today. It is now 5:34 pm and I still have not received a call from anyone with Cinch. At approximately 3:00 pm, I called Kool-Air myself and he told me Cinch explained I would be responsible for 2 hours of labor. Needless to say, I was and am livid. I called Cinch back and again requested to speak to a supervisor/manager. I spoke to Joan who is a Case Manager and she told me that Kool-Air said they were charging a $150 fee to access my attic because it was difficult to access. She said Cinch does not cover that fee and we would have to pay it in order to have the furnace installed. We weren't the ones who contacted Kool-Air, it was Cinch who reached out to them so we should not have to pay that fee. I have lived in this home for 20 years, and have had at least 20 people in my attic for various reasons. Multiple times I've had AC tune ups and HVAC companies have accessed my attic and the furnace and blower without issue. No one has ever mentioned my attic is difficult to access. Even when Cinch initially sent out Sears twice, no one ever mentioned an access fee because my attic was difficult to access. The supervisor I spoke with ended the call by saying, "We're done here!" 

I have gotten no where with this current claim and over two months later, I'm still without a blower in my attic and still without AC, heat or our air purifier system. All total, I have probably spent upwards of 15 hours on the telephone trying to resolve this issue. I NEVER receive a phone call back from Cinch Home Services