Subject: Formal Complaint – Service Order SCCV34D730A1
I am submitting a complaint regarding Cinch Home Warranty’s handling of service order SCCV34D730A1 for my tankless water heater.
On March 3, a technician from Best Choice Plumbing was sent to repair a minor leak. After the technician closed the unit’s panel, I heard a loud popping noise and the water heater stopped working. The technician then told me the unit would need to be replaced. Prior to the visit, the unit was functioning with only a small leak. I have photos of the leak as well as parts the technician removed from the unit. Since that service call, my household has been without hot water.
Over the next two days, I received conflicting instructions from Cinch representatives. Initially, I was told the unit would be replaced and that I should arrange my own contractor, with reimbursement provided through a “clear credit.” Because I did not want Best Choice Plumbing returning to install a replacement after breaking my unit, I scheduled the original company where I purchased the one your tech broke.
Later, I was told my only options were to accept a $1,400 credit or allow another Cinch technician to replace the unit. This contradicts the instructions I previously followed and does not cover the actual replacement cost of $4,150.
This situation resulted from damage caused by your service provider and has been further complicated by inconsistent communication from Cinch representatives. I am requesting that Cinch honor the full replacement cost. Any disputes regarding liability should be handled directly between Cinch and your contractor.
I requested a call from a supervisor 24 hours ago and have not received a response.
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