Customer Service Disclaimers

Customer Service Disclaimers

Alternate Provider Option (APO)

SCRIPT

“<Customer Name>, our search for a Service Professional in your area is taking longer than anticipated. To expedite your Service Request, I can authorize you to contact a licensed and insured Service Professional in your area. Also, your deductible will be reimbursed, and you should see the funds returned within 3-5 business days.


If you have a pen and paper available there is some important information I would like to provide:

  1. Locate a licensed and insured Service Professional to diagnose the issue.
  2. The Service Professional must provide YOU with an estimate that clearly states:
    1. Their company letterhead (logo), name, address, and phone number
    2. A detailed diagnosis of the issue
    3. An itemized (line item) costs for individual parts and labor
  3. A checklist is included with the instructions email.
  4. Please send photos of the unit, manufacturer’s data label if available, and issue if possible.
  5. Please submit the estimate within one business day. Including diagnosis, cause of failure, and itemized pricing for services before repairs are completed.
    1. If estimate for Heating and A/C is $500 or less, or $300 or less for all other trades you are authorized to have your service professional complete the repairs.
  6. Submit detailed estimate and photos for pre-approval to:
    1. Email: aposupport@cinchhs.com
    2. OR use the Document Upload Portal linked in the emailed instructions.
    3. ONLY IF MAILING ADDRESS REQUESTED:
      P.O. Box 810275 Boca Raton, FL, 33481-0275
  7. Upon Cinch approval of the estimate, please schedule the completion of work with your Service Professional.
  8. Send proof of payment within one business day of the completed work to aposupport@cinchhs.com or use the document upload portal linked in the email. 
    (i.e., invoice marked paid, front and back of the cancelled check, or copy of credit card statement)
  9. You will receive an email to select your preferred form of reimbursement.

JP Morgan Concourse Payments

SCRIPT

“I will be happy to assist with updating your decision. For your claim credit payment, we have two options for you:

 

You can choose to use our JP Morgan Concourse option where you will receive an email to register and then can receive an electronic payment via Zelle or directly to your bank account. Would you like to accept an electronic transfer and receive payment information to your email address on file?


Or we can process a check that will be mailed and delivered to you within 7-10 business days.”

Customer Options

SCRIPT

Options

“You can accept the replacement <Item>. The model number is <Model Number>. You can view the unit at <choose whichever applies: geappliances.com, whirlpool.com, ajmadison.com>.


Please check the color and especially the dimensions to ensure the replacement will fit. You are responsible to review all of the attributes and dimensions.


As a reminder, returns except for items that have been damaged on arrival are subject to a 35% restocking fee. Returns ARE NOT accepted once the item has been installed or if it is 30 days past the date of receipt. Your warranty does not cover disposal of the old unit or address any modifications needed for the installation of the new item.


If you accept this option, your order will be processed immediately. Please allow 3-5 business days for delivery. Delivery is an ETA (Estimated Time).”

Customer Decision

Accepted Replacement:


“<Customer Name>, I will forward your decision accepting the replacement <Item>. This conversation is also confirmation that you have reviewed the replacement and agree that the size of the <Item> is correct. As a reminder, except for damaged units, there are no returns on installed items and non-installed items are subject to a 35% restocking return fee.”

Accepted Claim Credit:

“<Customer Name>, I will forward your decision accepting the claim credit. Please verify your mailing address we should have on file.” 

Follow normal process to then offer JP Morgan Concourse Payment.

Deductible Payment Collection


SCRIPT

This script MUST be read verbatim, and the caller MUST provide verbal authorization before the payment can be processed.

“Please be advised this call IS being recorded and MAY be monitored to improve quality.

<Customer Name>, in connection with your <Product Name> Home Service Plan, you authorize Cinch to charge the credit card you are providing today <Date> the deductible amount of <Amount> per service request.

<Customer Name>, with the understanding that the payment arrangement made today <Date> does not modify the terms of your <Product Name>. Do I have your authorization to proceed?”

Medical Emergency

SCRIPT

“<Customer Name>, I will be sending your request over to a team of specialists who will work with you until your service request is completely resolved. You will be assigned to a Case Manager and can expect to hear from them shortly.

If you would let me know the best time and way to reach you, I will include that in my message to them. If you have any issues at all prior to hearing from your assigned Case Manager, you can contact us back at this number and any of our team members will be able to help.”

Potential Recall

SCRIPT

Eligible

Eligible 180-Day Workmanship:


“As a benefit of your warranty, covered repairs are protected for 180 days. You will not be responsible for a new deductible if the problem is diagnosed to be the same covered failure from the original repair. Keep in mind, if the failure is not related to the original repair/replacement you will be responsible for a new deductible.”


Eligible Plumbing Stoppage:


“As a benefit of your warranty, cleared plumbing stoppages are protected for 14 days. You will not be responsible for a new deductible if the problem is diagnosed to be the same covered failure from the original repair. Keep in mind, if the failure is not related to the original repair/replacement you will be responsible for a new deductible.”

Ineligible

Ineligible 180-Day Workmanship:


“As a benefit of your warranty, covered repairs are protected for 180 days. This repair, however, was completed outside that time frame and a new service request with a new deductible is required. Would you like to enter a new service request now?”


Ineligible Plumbing Stoppage:


“As a benefit of your warranty, cleared plumbing stoppages are protected for 14 days. This request, however, was completed outside that time frame and a new service request with a new deductible is required. Would you like to enter a new service request now?”

Procure Vendor

SCRIPT

“Do you have a pen and paper available to write down some important information?

Your Service Job ID number is <INSERT>. 

We care about your request and are attempting to locate a Service Provider for your service job. In the event we are unable to locate a Service Provider in our network we may reach out to authorize you to select a local licensed and insured provider of your choice. 

It is important we resolve this and will contact you regarding next steps by phone or email as quickly as possible.

 __ 

Please review your terms and conditions as there may be maximum coverage amounts associated with your service order. You can review your warranty by going to My Account at:

Sears Home Warranty: https://my.searshomewarranty.com 

All Other Warranties: https://my.cinchhomeservices.com”


Rough Finish Reimbursement

Rough Finish Reimbursement

"To receive a Rough Finish Reimbursement, you must contact a local licensed and insured contractor to complete the property repairs.

Once complete please send the following documentation to supportservices@cinchhs.com:

  1. Your Contract or Service Job Number
  2. Your Name, Property Address where repairs were completed, and Phone Number
  3. The Contractor's Name, Complete Address, and Phone Number
  4. Location of the area repaired within the home
  5. An Itemized breakdown of materials, pricing, and Labor costs for the hanging and patching of drywall
  6. Total billed and paid amount including proof of method of payment Example: Invoice marked paid

Rough finish is reimbursable for a covered repair where it was necessary to break through a wall, ceiling, etc. to diagnose or complete the repair.
Rough finish is defined to include hanging and patching of drywall, or stucco.
Repair to rough finish does not include supplies or labor for paint, sanding, wall texture, wallpaper, or tile work.

Once your documentation is reviewed you will receive communication by phone or email from our Support Services department."


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