ComplaintsforEPIC Protect

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have filed a claim for service on my appliance covered by Epic Protect/Centricity and I can't get them to call me back. I've tried several times and tired to send multiple emails but no response. I have 3 appliances covered by their warranty and have noticed that there are several other names associated with my email address and phone number when I log into their account. I've also tried to contact them about getting that corrected and again, no response.

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Date of Warranty Purchase: 01/04/21 Date of Warranty Transfer: 01/23/23 Warranty Agreement #: AN96164 - NSI Plan, Refrigerator 5-Year Extended Warranty Nature of Dispute: Initial issue was after using the ice machine on the front of the fridge 1-time, water was leaking on the floor. That was reviewed and fixed during 2 visits in February 2023. After that initial issue/repair, the fridge started making loud, grinding noises. After a number of visits, a fan by the icebox was replaced, followed by the thermostat along with some other components, which then caused a new problem - food freezing in the fridge at 40 degrees. We have had our fridge set now for quite some time at **************************************** certain areas and others it is now too warm. The local appliance repair companies (multiple) that have been sent out have come to the house 14 times since February 2023 - with the most recent being Mr. ********** nearly replacing all remaining components to try fix the freezing issue with the fridge plus broken component on the door (totaling ~$1,200.00 for just this repair), because Centricity would not authorize a replacement, only a repair. Unfortunately, this repair led to the freezing areas becoming much, much worse as well as causing damage on our kitchen floor and the fridge itself. We learned from the owner of Mr. ********* that as long as ********** sends them to repair the unit, they will continue to try to repair it. They are unable for it to be replaced unless Centricity deems it to be replaced. However, ********** will never deem to replace it unless a Frigidaire Technician deems to replace it. We have asked early on in this and again recently for ********** to send a Frigidaire Technician but were told on both occasion they do not service our area. We have been more than accommodating and believe all efforts have been exhausted to try to repair this fridge. All repairs have failed and caused new issues that didn't prior exist.

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have a service contract with Epic Protect (Contract #BA70186) for a Forno Range/Oven Model #FFSGS62753. I placed a call with Epic on May 2, 2024 and a service repair company (Appliance Repair Heroes) came on on May 9, 2024. He needed to order parts for the repair. I have called Epic every 2 weeks or so to get an update, and they keep saying that parts are on back order. Finally on August 9, 2024 I called again (spoke to "***") and he told me that the claim is not with Finance to make a decision on replacement of the appliance or store credit. I received an email on Aug. 15, 2024 from *********************************** at Centricity for pictures of the appliance, which I provided within minutes of Email receipt. To this date there has been no updates. I called Epic today, Aug. 28, 2024 and "Dierra" told me that they were trying to order parts, again and had no time estimate. Asked for a supervisor, but none where available and they would call within 24 hours.

• Initial Complaint

  08/22/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Its been almost a month that my fridge has been broken and company has been sent all the details from the appliance company. Epic has yet to return any of my calls

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased warranties through Epic and I needed service to one of my appliances. Overall I'd say it's not so much that Epic is at fault, but they are putting people at potential risk. they informed me today that the only service option I have available to me is Main Appliance. No other service provider is allowed. I have 3 warranties that are now worthless because Main Appliance will never work in my home again. Moreover, what if I had a restraining order agains someone affiliated with Main Appliance? Are you telling me I have to use them anyway?I will simply pay local providers to repair my appliances going forward. The man that owns Main Appliance is unstable and a danger.I made is very clear I wished to have a different provider finish the repair that Main Appliance didn't complete (my washer is out of level). The guy (****) told me I had to work with Main Appliance. It is my only choice.

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am trying to file an extended warranty claim for my refrigerator. The extended warranty is good until December 2025. I have worked with this company for warranty claims before with satisfactory results. Unfortunately, now the company will not call me back when I try to file a new claim. I have been calling their automated system ************** for the past week, and no one will call me back. I have tried calling their customer support number ************** several times, but they only refer me back to the automated system.

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Dear BBB,I am writing to file a complaint against ********* ***************** and Epic Protect. On May 9, 2024, I contacted Epic Protect to file a claim to repair my washer and was referred to ********* ***************** to order the necessary parts. I was informed by ********* ***************** that they had ordered the parts and scheduled a technician to come back on May 17, 2024, to install them.When the technician, ****************, arrived at my home, he attempted to remove the old parts but encountered several issues. After an hour and a half of trying to remove the parts, he stated they were frozen and could not be replaced with the new parts. **************** then informed me that my washer was unrepairable and needed to be replaced. He mentioned that the cost of additional parts required for repair would exceed $500, more than the cost of the washer itself.It has now been nine days, and I have already spent $30.00 at the laundromat due to the lack of a functioning washer. Despite my repeated requests, ********* ***************** has refused to forward the repair estimate report to Epic Protect. As a result, Epic Protect cannot settle my claim without this report. I cannot understand why Epic Protect refuses to contact ********* ***************** directly, despite having been provided with their phone number.I feel I am being given the run-around by both companies. I was sold a washer that failed within three yearsa Maytag, which I believed to be a top brand. This situation has cost me time off work and money, with each load of laundry costing $6.00 at the laundromat.I am requesting your agency to investigate this matter. I seek a replacement washer and reimbursement for the money I have spent at the laundromat. **************** of Epic Protect has stated that he will reimburse me and replace my washer to rectify my complaint.Thank you for your assistance.Sincerely,***************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩