My complaint:
Verbal commitment to replace my appliance was not honored
This actually started in December of 2021. My Maytag refrigerator was not making ice. I filed a service request under my Cinch warranty coverage and was charged $75.00. A tech came out and verified that the ice maker needed to be replaced. The ice maker was replaced in January. Shortly afterwards, water began coming out of the ice dispenser at random and running down the front of the refrigerator and causing rust to form. This was not a previous issue and obviously was related to the repair that had been made.The tech came again and I also asked him about a frayed door gasket which he said would not be covered which I understood but he explained that he would communicate with Cinch about the real problem pertaining to the water leak and the door rusting. When I received no further communication I spoke directly with Cinch and was told that the matter was being referred to the escalation department. Again I heard nothing further and when I called back I was told by a representative named Valentina (at least that was the name she gave) that I would be compensated monetarily for a replacement refrigerator and I would be notified shortly. By this time the leaking water had really rusted the front of the appliance. I still did not get any response but was not too concerned as each time you call Cinch a recorded message clearly states that all calls are recorded so that there is a record of any call. I eventually got tired of waiting and called again only to be told that the claim had been dismissed (contrary to what I had been told) because the door gasket was not covered. When I tried to explain that the door gasket was not my concern and that I had been told by Valentina that I would be compensated monetarily for a replacement refrigerator due to the real problem I was told that Valentina was not authorized to make that commitment and if I wanted anything done I needed to pay another $75.00 for a tech to come out. After a few minutes of pleading my case and requesting to speak with a supervisor the rep said that she had the final say on the matter and kept repeating that the door gasket is not covered despite my continued assertion that the issue had nothing to do with the door gasket. I was forced to pay another $75.00 and wait for another service call. On 10132022 a different tech from a different company came out and ed the problem with the water dispenser and acknowledged that it had caused the door to rust and said if I accepted the repair to the water dispenser that any further claim would be denied. He also stated that I had 90 days to request the repair to be made. At this point I am exploring any legal option as it is clear that Cinch does not stand behind their word.
Date of experience: October 12, 2022
Suggested solution:
Honor their promise for monetary compensation for my appliance.
