Complaints

• Initial Complaint

  02/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been under there warranty for my Razer laptop, I had the laptop repaired and it was sent back with similar problems. Now for nearly two months I have been calling them in order to get my device sent in or replaced and they continue to make false promises regarding the deadline and delay me endlessly. Every time I call it seems that they change their solution to me, either being my device gets repaired or it gets replaced.

  Business response

  02/24/2025

  On February 8, we received an email from the service center asking us to contact ***** Support through their hotline to resolve the issue. Our agents informed the customer about this. On February 20, our Customer Advocate attempted to reach out to the customer to see if they had spoken with Razer Support and sent their laptop in for repairs. A message was left for follow-up.

  Customer response

  02/24/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Brayden

• Initial Complaint

  02/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Jan 13th whirlpool refrigerator defrost board and freezer light repaired after much delay and frustration There was a $300 food loss replacement included in the warranty for food purchases 3 days after repair. I phoned Centricity on day 2-Jan 15to ask if I could start buying food, necessary now that the fridge was repaired, the man I spoke to said yes I could go ahead. Jan 18th I sent my 3 receipts to the email I was told to use ******************************* Feb6 I called Centricity back as I had no response to my e mail. The lady told me I had the wrong email and to re submit to ****************************** Called feb 7 and after a very long wait was told only 2 of 3 receipts could be accepted for the 16th for $80.25 & 18th for $67.64 the one for the 15th for $148.67 would not be accepted. and to resend the email with only these 2 receipts I asked her to check their records for my call on Jan 15th which I got no response to. I asked to speak to someone in charge which fell on deaf ears. The communication was not good also sounds like the call centre is in *****. It has been a very bad and frustrating experience. Any assistance you could give would be very much appreciated. Thank you

  Business response

  02/18/2025

  On February 12, we reviewed the customer's receipt and processed the customer's food loss. She will be receiving a reimbursement of $296.56 via check. Our Customer Advocate has informed the customer.

  Customer response

  02/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  01/31/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a ** dishwasher from Grand Appliance and took delivery on January 2, 2020. The cost was 825 dollars. I also purchased a 5-year extended warranty from CENTRICITY. On December 1, 2024 the dishwasher began making very loud noises while pumping in the water. I contacted CENTRICITY as I was supposed to. The customer ********************** agent took my call and informed me the company would call back in order to send a repair person. After a week I called back and was informed that CENTRICITY couldn't send a service person to my zip code. I was instructed to find a service person, have that technician come in and diagnose the issue and I was to call CENTRICITY and put the tech on the line to explain the problem. I did just that at a cost of $119. The service to have the parts replaced came to over $900, more than the cost of the unit.This information was shared from the tech to the CENTRICITY agent. I awaited the promised response from CENTRICITY and received nothing. I called back numerous times and finally was told that I needed to send a document or CENTRICITY wouldn't look at it. On January 22 I sent the attached diagnostic document with the parts needed for replacement. The total for JUST THE PARTS and the diagnostic fee would be $525.67. The labor cast was almost $400. I was informed that the documents have been sent to the proper repair/reimburse department. I was told I'd hear back within 2-3 business days. I have still received nothing from the company.

  Business response

  02/13/2025

  We are currently reviewing the customer's claim to determine the best adjudication. We have requested additional information that was missing from the diagnosis and estimate we received. Once we obtain the information, we will provide a final resolution.

  Customer response

  02/13/2025

   
  Complaint: 22883345
  
  I am rejecting this response because: I have sent the complete estimate including the requested information. (Serial number, model number, and complete labor cost) I am awaiting their response. Thank you. 
  
  Sincerely,
  
  **** *****

  Business response

  02/18/2025

  We have issued a store credit for the customer's appliance replacement. The customer has been notified of this update.

• Initial Complaint

  01/31/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased an extended warranty when purchasing appliances in spring 2022. Fridge started making noises and I contacted company to have it serviced on Friday, Jan 24. I was asked to submit videos, which were submitted same day. No contact. Fridge stopped working and displayed an error code on Tues, Jan 28. I called the company back. Was told they would have to dispatch the work order to a third party supplier and I would receive a call from them directly regarding service within 24 hours. Did not receive a call back. I called back on Wed, Jan 29 and was told that the third party had accepted the work order. He said he would call them and call me back. He didn't. I called on Thursday, Jan 30 and was told an appt had been scheduled for Feb 4th. An hour later, I received a call that my appt was canceled because the third party "doesn't service my area." I was told to call back to customer **********************, which I did, and was told my only option is to "wait." *********** seems to be failing to meet their commitment under my extended warranty. At this time, I have a fridge that does not work and no service scheduled. Customer ********************** has failed to follow through as promised, and the representative told me that if I arranged for the service myself "my claim would be denied."

  Business response

  02/12/2025

  On February 4th, we located a service center that could assist with the customer's claim. However, on February 6th, the customer canceled the appointment with the service center. On February 12th, our Customer Advocate reached out and left a message to follow up and ensure that her refrigerator is working properly.

• Initial Complaint

  01/30/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  11/29/24 I submitted a claim to Centricity for a failing washing machine. I was told they would have to dispatch a service center. 2+ weeks go by and I hear nothing so I call again. Another week goes by same thing, so again I call finally they can have a tech call me, he did and they ordered parts based on his assumptions of the issue. Then we wait for all the parts to arrive one of which was backordered for a couple of weeks. I get the parts and by Jan 17th 2025 a tech shows up. He takes a good look over the washer and determines it to be unrepairable and recommends full replacement. So I am sent a copy of all of the techs work order notes before he leaves my house, and I'm told he will get this passed along ASAP. Keep in mind I am a family of 6 now pushing 2 months without a washing machine. So the tech is leaving and said it can take 2 days for this to get to the warranty company. So I wait the 2 days and call, guess what I have called 6-7 times since then and every time its the same line. Please call back tomorrow or in 2-3 days so we can look at this. Just called again today 1-30-2025 for the 9th time and 2 months in and they tell to try again in 3 days. I think its time my attorney gets involved and exposes this company for what they truly are.........

  Business response

  02/11/2025

  The customers claim is currently under review in order to identify the most appropriate resolution in conjunction with the servicer and dealer. We will follow up with the customer once the claim adjudication process has been completed.

• Initial Complaint

  01/30/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Maytag Washer 37/2022 and purchased an extended five year ************************* washer stopped working on 1/10/25, I contacted Centricity on 1/14/25. I was told I would be contacted within 2 business days from an appliance repair company. I did get contacted and Mr. ********* sent a technician to my home on 1/16/25 and discovered the washer needed parts and he would have to place an order. After two days, I contacted Mr. ********* who said I should talk to Centricity. I was informed by Centricity that the warranty claim was denied and under review.I called Centricity again on 1/22/25 and was told it was being reviewed by the warranty ***** I called Centricity again on 1/27/25 and was told that the machine would be replaced or I would get a credit, or a check. They said Centricity would negotiate with ******************* In **********, ** where I purchased the washer. I called Centricity again today !/30/25 and was told they are still in negotiation and it would take 'some time'. I asked how long and could not get a date for a response.

  Business response

  02/10/2025

  We have issued a store credit for the replacement of the unit at the quoted amount from the store where it was purchased. The customer has been informed.

  Customer response

  02/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I have used the store credit to purchase a new washer. 
  It took a month to resolve the issue. I had to call Centricity repeatedly and I got incorrect information or delays over and over again. I would never again purchase an extended warranty.  Although this has been solved and I did get a credit, the experience was frustrating and took too long.

  
  
  Sincerely,
  
  **** *****

• Initial Complaint

  01/29/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Extended warranty company. I have had to contact more than 10 times for repair of refrigerator. They continue to pass me off. Do not put in tickets. I have extensive documentation that starts on 12/18/24 regarding this issue. However , claim was made first week of December. They will not honor the warranty.

  Business response

  02/06/2025

  On January 31st, our claims department authorized a store credit of $2,099.99 to fulfill the service contract. Our Customer Advocate has followed up, and the customer is aware of this. We will assist the customer with a food loss claim of $300 once she submits her receipt.

• Initial Complaint

  01/27/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A repair technician from *********'s Appliance was sent out for a repair of my Maytag Washer on December 16, 2024, that was covered by Epic Protect. This protection coverage was purchased for $168.28 on March 3, 2023 for two years expiring on April 4, 2025. The confirmation number for this purchase is *****. The repair could not be completed. I was told that Epic Protect would let me know if they would repair the washer or replace it. We have called several times: Decemeber 30, 2024 (*****), January 3, 2025 (*****), January 10, 2025 (Manager Gabby), January 16, 2025 (No manager available), January 17, 2025 (no manager available), January 21, 2025 (***** ******, no manager available).On January 10, 2025 and January 16, 2025 we were told it has been escalated and someone would call us the next day. I never received a call back. On January 17, 2025 and January 21, 2025 they said it would be escalated but no more promises of a call back. I informed them that I was going to file a complaint.We have been without the use of a washer for over a month now. I just want Epic Protect to honor their aggreement to repair or replace my Maytag washer. Please help us resolve this problem. Thank you,******* W. ******

  Business response

  02/06/2025

  On February 6, our ***************** authorized the dealer to replace their washer to fulfill the service contract. Our Customer Advocate has informed the customer.

• Initial Complaint

  01/27/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an ** washer for $855.00 from *******' Stellian along with a 5 year warranty from Epic Protect/Centricity on 7/23/21. On 11/28/24, while in spin cycle, the tub dropped down 6", started making a grinding noise and no longer discharged water. Several attempts to restart met with the same results. I filed a claim with Epic Protect on 11/29/24. I had no communication after that so I called back, to request updates and was constantly told it was being "escalated to the repair department". After nearly a dozen calls with the same response, I received a call from "*****" saying they couldn't locate someone to repair my washer. She gave the job over to me, to find someone, and Epic would reimburse for the repairs. I live in a smaller town with fewer options but called everyone I could track down. They either did not work on ** models, only serviced what they sold, or I was out of their service area. I emailed Epic protect at **************** and stated I was also unable to find a repair service. I followed up with 2 additional emails after not hearing about a resolution. On 1/13/25 I called back to customer support and asked to speak with a supervisor. "******" attempted to reach the repair department, was put on hold and couldn't get through. She assured me she would "escalate to the repair ***** and I would hear back in 24 hrs. Since then I have had no contact from them. They refuse to resolve the problem, refuse to contact me. My washer was in perfect condition until this breakdown. They gave me a $50 check toward laundry service. That was used up the first 2 times at the laundromat. 5 loads each following week has added up. Since they refuse to honor the contract and provide timely repair, I would like them to issue me a payment for the cost of my washer so I may purchase one that works. Epic Protect has caused prolonged hardship and stress in their refusal to honor the contract to provide acceptable resolution.

  Business response

  01/28/2025

  On January 27th, our claims team received the replacement from the store for review. Today, they decided to replace the washer since we couldn't service the customer's area. Our Customer Advocate has already informed the customer.

  Customer response

  01/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  I thank them for a prompt response to this complaint and appreciate the replacement of my washing machine. Thank you.
  

  
  Sincerely,
  
  ****** *******

• Initial Complaint

  01/24/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a refrigerator from this company that needs repairs and I keep getting the run around. I keep being bounced around from company to company and no one is helping me get my refrigerator replaced as it is past the point of repair. The refrigerator has a warranty that is up in March and I need it replaced before then.

  Business response

  02/06/2025

  After reviewing this customer's claim, the customer does not qualify for the no lemon benefit. Our Customer Advocate has contacted the customer and rescheduled the appointment at a service center for 02/18/2025.

  Customer response

  02/06/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  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. ↩