Terms | Description |
180-Day Workmanship Guarantee | Cinch's guarantee on covered repairs. If same covered part fails again within 180 days, no deductible is due. |
A/C | Air Conditioning or Air Conditioner |
Additional Coverage | Covered systems and components that can be purchased if more than 1 unit requires coverage (i.e., more than 1 refrigerator, more than 1 A/C unit, etc.). |
Aggregate | Gathered into a whole, a total. |
Authorization/Approval | When the failure is covered under the warranty and the Authorizations Agent advises the Service Provider to move forward with repairs. |
Authorizations | The department that takes inbound calls from Service Providers submitting their Service Reports and makes the decision whether the failure is Approved or Denied. |
Buoy | A smart home water device that connects to a homes main water line and sends water usage information to a mobile app. |
Cap Limit/Liability Amount | A pre-determined amount that CHS will pay per covered claim and/or agreement term. |
Cinch On-Demand | Cinch's on-demand service allows homeowners to request service without a Cinch home service plan or making further commitments with Cinch. |
Code | Legal requirement by which units must be installed. |
Consequential Damage | Non-Covered problem/failure resulting from the mechanical failure (i.e., food spoilage, property damage, etc.). |
Commercial Grade | Items that are not built for use in a residential single-family dwelling. |
Customer | Someone who has a warranty plan. |
Declaration Page | Document that identifies the term, coverage, limits, and deductibles, along with other declaratives for a single product plan purchased by a consumer, and is specific to the state of the property. |
Deductible | The non-refundable amount due at the time customer requests service. The deductible goes towards the Service Provider's service call fee and any additional covered work up to the deductible amount. |
Denial/Denied | When a failure is not covered by the warranty. |
Domestic Grade | Items that were manufactured and marketed solely for installation and use in a residential single-family dwelling. |
Effective Date | The date when coverage begins. |
Enrollment Date | The date the plan was purchased. |
ETA | Estimated Time of Arrival. |
Exclusions | Covered items removed from the warranty due to replacement, pre-existing, and as stated in the contract. |
HVAC | Heating, Ventilation & Air Conditioning. |
Integrated | Parts that are ordered directly through ServiceBench as some suppliers/distributors have merged their systems with ServiceBench for easier access (i.e., Encompass, Goodman/Motili, etc.). |
Manufacturer's Warranty | Coverage provided by the manufacturer on new equipment. Most cover parts but may not cover labor. |
Mechanical Systems | Electrical, Plumbing, HVAC. |
My Account | Online customer portal. Customer can manage account and initiate service from here. |
Non-Integrated | Parts that are ordered directly through our suppliers/distributors using their systems (i.e., Marcone, Whirlpool, SIBI, Carrier, Lennox, etc.). Not merged with Cinch systems. |
NPF/No Provider Found | An out-of-network provider is assigned to a Service Job when there is no in-network Service Providers available to provide service. |
Optional Coverage/Inclusions | Optional items that are not standard coverage are available for purchase at an additional cost (i.e, pool, spa, jetted bathtub, etc.). |
Partial Denial/Partially Covered | When there are multiple parts that failed or multiple failure reasons, but they are not all covered under the warranty. Only the covered parts/failure would be approved. |
Permit | An official document giving someone authorization to do something. When installing certain systems, Service Providers are required to get a permit. |
Plan Documents | Official documents a customer receives after enrollment. The "Welcome Kit" includes their Service Agreement and Declaration-Of-Coverage page. |
Plan Number | The customer's unique contract number. |
Potential Recall | When a customer requests service on the same covered failure within the 180-Day Workmanship Guarantee. |
Premier Upgrade Package (PUP) | Optional plan add-on that covers non-covered items such as permits and equipment disposal. |
Pre-Existing Condition | A failure that has been determined to have occurred prior to the effective date of the warranty. |
Pre-Screened | Used when referring to Cinch Service Provider vetting process, which includes background checks and monitoring. |
Preventative | A benefit of the warranty in which a checklist is provided to the service provider to ensure if any maintenance is needed at no cost to the customer. |
Reassignment | When a Service Request is no longer assigned to the original Service Provider and is now assigned to a new Service Provider. |
Request Service | Preferred term when referring to the action a customer must take to contact Cinch for service when a covered item breaks down. |
Rough Finish | Plumbing only. Reimbursement coverage in some warranties that includes the hanging of drywall and patching of drywall, stucco, and lath. It does not include supplies or labor for paint, sanding, wall texture, wallpaper, and/or tile work. |
Service Agreement | Agreement that defines exactly what a customers plan covers. Also known as the Terms and Conditions. |
Sears Service Pro | Platform to view information regarding Sears service jobs. Customer Service Agents access this platform to give updates to customers who call in to follow up on their Service Request. |
Service Provider | Preferred term when referring to a service professional/technician in the Cinch Service Network. |
Unauthorized Work | Work that has been completed on an item without prior approval from Cinch. |
Within the Home | Within the 4 walls of the home, below the roof, and above the slab foundation. |
Normal Wear and Tear | Failure that occurred due to everyday use. |