Complaint Letters

Complaint Letters

The Escalation Policy and Protocols should be followed when a customer disputes a Service Job decision or wants to express concern regarding their experience with Cinch. In some cases, a customer may want to send a complaint letter to the corporate office. If this occurs, follow the below guidelines:
DO NOT voluntarily advise customers to email/mail/fax a complaint letter to the corporate office.
Providing contact information in this scenario must be requested by the customer and approved by a supervisor. 

  1. Writing a complaint letter is a poor experience for any customer, as it will further delay their resolution. In most cases, we are empowered to take ownership of the situation and make every attempt to determine the cause of the customers frustration while trying to provide a solution. 
  2. Before providing contact information to the customer, exhaust all possible means to resolve the customer on the phone, including having your Supervisor or Tier 1 Help Desk advise or take over the call. If your Supervisor determines it is still appropriate, document the Service Job with the name of the Supervisor providing permission and that you provided contact information to the customer.
  3. If a customer specifically asks for contact information, it should be provided to them. Notate which Supervisor or Leadership gave approval to provide contact information.
  4. DO NOT provide direct contact information of any Executive Team Members or Senior Leadership Team Members.

Mailing Address:

Cinch Home Services

PO Box 810277

Boca Raton, FL 33481-0277

Email Address:

info@cinchhomeservices.com

Fax Number:

(954) 845-2280


    • Related Articles

    • Claim Specialist

      After an email is sent to a Claims Specialist email inbox, a case is created in ZOHO. Follow the steps below to open, review, and close the case in ZOHO. Managers can review the Queue Management article to learn how to update the Claim Specialist ...

    • Escalation Policy and Guidelines

      During the Service Job process, a customer can request to speak to another person if they disagree with the information that was provided, or if they are unsatisfied with the processing of their Service Job. An escalation or complaint is an ...

    • Assisting Frustrated Customers

      Do Don’t Listen to the customer: They may need to vent a little. Take what the customer says personally: Remember, they are frustrated with their Service Job situation, not with you. Take Ownership: Let the customer know that you are the one that ...

    • T2 Live Transfer from Membership Services

      The Membership/Retention department may perform a warm transfer to T2 with a customer that was threatening to cancel their warranty regarding a service job. If you receive a live transfer from an agent stating they are with membership services or ...

    • Escalation Reasons and Sub-Reasons

      All Escalation groups must select the appropriate Escalation Reason (Escalation Open Reason) and the Escalation Sub-Reason inside the Task or Case being worked. Below is the list of all Escalation Reasons and their related Sub-Reasons: REASON SUB ...