ComplaintsforCenturion Home Shield Service Contract

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my new refrigerator from ********. It has a lifetime warranty. Recently, the ice maker in the refrigerator broke. My wife called ******** and they connected her with the warranty company. The warranty company connected her with Centurion Service Corporation since they're the company that's supposed to fix my ice maker. The first time my wife called Centurion was around August 11th. The guy who was supposed to come fix the ice maker called on August 18th to tell us that he doesn't have the parts to fix my ice maker, and he has to order them. On the 21st, he came to fix the ice maker. He had both parts necessary to fix it, but he only changed one part because he didn't think the other part would need to be changed. My ice maker still didn't work the next day. My wife texted him to tell him as much. He pretended that he didn't know who she was and then ignored her. She called the office to tell them they needed to send him to fix my ice maker. The next appointment was canceled because he "called in sick" and the appointment after that he "had a family emergency." He is supposed to come fix it this Wednesday, but I'm starting to doubt it's going to happen. Also, the staff is very disrespectful. When my wife called on the 25th, the front desk lady picked up and immediately put her on hold. After being on hold for a while, my wife called from her other phone and the front desk lady immediately picked up and took the call....while still having my wife's other phone on hold. It's very unprofessional.

  Business response

  11/30/2023

  We apologize that you are having trouble with your refrigerator. We reached out to the service center, and they let us know that the repairs were finished up yesterday, and that the machine is working as expected. Should something change please give us a call. 

• Initial Complaint

  10/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased all new kitchen appliances from ********* TV and Appliance in late 2018. Purchased the 5-year extended warranty through ********* who directed the contract to Centurion Home Shield Service. In FEB 2022, the Whirlpool dishwasher, WDTA75SAHNO was not using water during the wash cycle. The repair was made, the dishwasher functioned for about 3 weeks, then started leaking - not dripping, full-blown double 'bath sheet' soaking. OCT 2022, numerous repair attempts, second opinions, 'off-book' third opinion [10.21.2022] later, the dishwasher still leaks like a sieve. It has not been useable since February. Long waits for service attempts, lots of excuses, then the repair guy leaves before the point in the wash cycle that causes the flood. We changed dishwasher detergent, we have run white vinegar, vegetable oil, and alcohol through it attempting to use guidance to reduce the 'bubbles'. Running the dishwasher EMPTY with NO SOAP still causes insane leaking. We are at our **** end. We have requested ********, Centurion, and ****************** to either get it repaired or supply a working dishwasher. The lack of response demonstrates a violation of our warranty contract.

  Business response

  12/05/2023

  This customers repair was completed on 10/14/2022 and the unit was tested and running well at that time. We do not have another service since then, and we believe that the unit has been running well since.

   

• Initial Complaint

  06/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  -GE Dryer was purchased in February 2020 -We purchased the 4 year extended warranty along with Dryer -Upon purchasing the extended warranty, it was explained to us that if the dryer stops functioning, Spencers would handle issue in a timely manner -On the evening of Friday, June 10, 2022, dryer ceased functioning -Called Spencers on Saturday morning, June 11 and was given the Extended Warranty phone number, I called on same day leaving detailed message -By Monday, June 13 at noon, I had no return call back. I called again, leaving detailed message, never received a call back 2 hours later -Later on June 13, I called Spencers, where they then informed me that I need to call Spencers directly, and they need to call them as the warranty department is bad about calling customers -Finally the warranty department called me after some phone tag -The soonest a technician could come out was 7 days later, June 20. -I explained to them that my concern is they will come out, determine it cant be fixed because they need to order parts, and I need to wait additional time, they assured me technicians have parts on their trucks -Tech came out on June 20, diagnosed the thermostat is bad, will need to order part and that it will not be available until June 29 -I asked the technician, his dispatch, and his manager if this part was on any other truck or somewhere else in Phoenix. They said they dont know as those things are not tracked. That I can only go by what the Technician says is on his truck -I called Spencers and explained this situation, they said they would call the Extended ************* and complain on my behalf, but they were not part of the solution -I asked why the part could not be searched for elsewhere? Or the part order could not be next day air? Spencers did not know why and the ******************* would not respond to that.-As a result, my dryer will not be working for at least 19 days, if things go as planned. -I dont know why there is no urgency.

  Business response

  12/05/2023

  This customers repair is being handled by GE, and in our experience, GE handles their service appointment well, and in a timely manner. We know that having an appliance down for any length of time is an inconvenience and apologize for any delays in getting repairs.

• Initial Complaint

  09/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have an appliance extended warranty with centurion purchase from Spencers Appliance They (Centurion) arranged for GE to repair my refrigerator ******* $However, I am now getting bills from GE for the repair.I have called centurion multiple times -no one answers/ no one returns my messages.I have also faxed them on numerous occasions-still no response from them.Impossible to communicate with.

  Business response

  11/30/2023

  Spencers covers all repair bills from GE for approved repairs under the Centurion warranty. We apologize that GE sent the customer a bill directly, as they generally only do that in cases of customer miss-use or an operational issue that is not the result of a manufacturers defect. If this has not been refunded please let us know.

   

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