Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Centricity/Epic Protect holds the warranty on my Asko dishwasher (expires 12/29/2025). I filed a claim on Friday, 8/2/24 and was told to expect a call on Monday 8/5 or Tuesday 8/6. I received no call and so called again on Wednesday 8/7. I was told they were looking for a local provider and would contact me later that day or the following day - they did not. In fact, it is now the following Tuesday and, having heard nothing, I called back a third time. I was treated rudely and told, "You'll just have to wait." I offered to find someone to service my dishwasher and submit the company for their approval and was told, no, they have a process.

  Business Response

  Date: 08/22/2024

  Our Customer ********************** Representative reached out to the customer on 08/14 to give the okay to do the reimbursement. The customer agreed to do the reimbursement. 

• Initial Complaint

  Date:08/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  December 2023 reached out a my GE range not maintaining temperature, Centricity sent a tech out to diagnose the problem. Technician ordered parts and returned a couple weeks later to fix the problem.Problems persisted and I reached out again to get service. I told customer care team that it was the same problem. They sent another technician out who attempted to fix the problem. The problems persisted and I called again for the same problem. Each time I called the customer ********************** team was rude, dismissive and refused to share clear information about how they were coding the claims. Every time I called they would say it was different problem or a "rework" so that they could avoid it falling under the lemon rule. However, it has been the same problem and none of the "fixes" have worked. It's a lemon whether they want to admit it or not and the contract clearly states that two repairs for the same problem qualifies for the no lemon clause.Since December, we have had 4 service service visits and repairs for the same problem. A 'supervisor" attempted to call me after my leaving a negative review on BBB, they left a number but it was just the general customer ********************** line so when I attempted to call back, I got the customer ********************** team who told me that they couldn't connect me to the supervisor and all the supervisor was going to tell me was that none of this qualified for the "no lemon" clause and there was nothing that they could do. Once again I am waiting weeks with no oven because the technician has to order another part and schedule another time to come out and "fix" the problem.

  Business Response

  Date: 08/20/2024

  We have authorized a store credit to replace the product and fulfill the customers agreement.

  Customer Answer

  Date: 08/25/2024

   
  Complaint: 22130002
  
  I am rejecting this response because Centricity has offered less than half what I paid for the unit. The unit itself was $1799 and they are offering me around $900--which doesn't cover install, or the cost of a new warranty. The current model is on sale but given the number of problems I had with the unit and the fact that it is so heavily discounted leaves me wary. It is likely the model  is going to be discontinued or something, and I'll be left with another lemon. I want the full credit for what I paid for the unit. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/27/2024

  The store credit amount represents the value for which the dealer has agreed to replace the product through an even exchange. We are adhering to the terms and conditions specified under the Service Type/Replacement clause by providing a replacement for the covered product. Due to advancements in technology, the replacement product may have a lower selling price, as per the aforementioned clause.
  
  Furthermore, with regards to warranty cost, taxes, and removal/installation, these are not within our coverage. Upon replacing the covered product, this contract will be considered fulfilled and will not provide further coverage for either the replaced or the replacement product. Centricity has fulfilled its obligations by facilitating the products replacement. 

• Initial Complaint

  Date:08/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is very hard to work with. I regret the service package I bought with them from A 1 Applicance in ******, *********. Employee ****** had no regards to my situation and told me the only option was on a Thursday to get my appliance serviced through Sugar City (a company that is 3 hours away from my home) Explained that work on Thursdays and he has I have no choice but to accept this or your appliance will not get fixed. He refused to listen to anything I had to say and continued to talk over me. He told me to take off work if I need my fridge fixed. Also spoke with another employee named ****, and she was just as rude, is this how Epic via Centricity performs business. I simply asked if there was another company in the greater *********** area that could possibly come on another day other than Thursdays and they simply said NO. So, i had no choice but to take off work and agree to Thursday. Today is Monday Aug 12, 2024, and I just received a phone call from **********, and they said they only come out on Tuesdays, now i have already taken off work on Thursday this week for them to come and now I have to take off work tomorrow (Tuesday) due to incompetent Epic/Centricity employees giving me incorrect information. In the future when I buy appliances, I will inquire about who the extended warranty is covered by, if it is one of these companies I will not make the purchase. I will but from someone else. Very disturbed on this who situation and would like this known to the owner of these companies. ****** did state that he was a supervisor, but I would hardly think so due to the way he approached my situation. If his name is really even ******????

  Business Response

  Date: 08/20/2024

  The customer had a ********************** appointment on August 15, 2024. We contacted the service center the next day, August 16, 2024, and they advised that the parts would take 7-9 business days to arrive. Once they arrive, they will contact the customer to schedule the installation appointment. We called the customer to provide these updates and assured them that we would follow up with the claim until it is resolved.

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22128448
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an extended warranty on my wash machine that was purchased from Kettle moraine appliances. The warranty contract is thru Centricity. I had to file a claim for my washer not functioning on 6-5-2024. A service tech was schedule for 6/19/2024 to look at the washer, he arrived and said he needed to order parts and they would arrive within two week resulting in rescheduling an appointment for 6/19/24. I took off a day of work anticipating the technician arriving between 8am-5pm which he did not. I called and was told my appointment was canceled since I had not received all the parts. I was told once parts arrived they would reschedule appointment. A few days after I checked online and my account said the parts were canceled. I have contacted Epic Protect twice a week since this date checking on the status of the parts being reordered. It is now 8/10/24 and they claim parts were finally ordered on 8/7/24 but they will not provide proof of order or tracking number. In the contract terms it states they have 60 days after claim is filed to successfully repair broken item. I've asked for upper management or their claims department to file a formal complaint with the company but they will not provide a phone number or transfer me to appropriate people to talk to. At this point I'm requesting a replacement of my wash machine.

  Business Response

  Date: 08/22/2024

  Our customer advocate contacted the customer on 8/16 to let them know that we are using a different repair center to fix their appliance. We have also sent a $50 laundry credit via check. Additionally, our customer advocate followed up with the customer on 8/20 and 8/21 to check if the appointment was scheduled. We have also left a message for the customer to contact us.

  Customer Answer

  Date: 08/24/2024

   
  Complaint: 22122970
  
  I am rejecting this response because:  I was contacted by a customer ********************** *** and did discuss using a different service center, which I have suggested in the past on one of my many previous phone calls.  They attempted to schedule a service appointment that did not fit in my schedule without consulting with me on a date and time.  I work a full time and part time job.  I have had to take off work 3 days in this process of my claim to have my wash machine ***aired which in those 3 days, 2 of them the appointments were canceled.  The first being canceled without contacting me in any form to notify me it has been cancelled.  The 2nd time I was given a time frame of 8am-5pm with a estimated time between 2-3 pm.  The service center app continued to change estimated arrival time as the day went on and at 5pm rescheduled my appointment for 2 weeks after that date.  I spoke with **** from Centricity in length about the amount of money I was out by having to take off these days of work and in my opinion he deflected my statements and continued on to a different topic.  Centricity did offer a laundry credit for a total of $50 which in the process of this ordeal I have had to use the laundry mat and then decided to purchase a used wash machine to get me thru this process which has resulted again in costs to me well over $50.  I also explained to **** that in their contract under the guarantee section it states basically they have 60 days to ***air/***lace the unit.  This has been an ongoing issue since I submitted my claim on June 5th 2024.  The current date is August 24th 2024 and I will still have to take yet again another day off work for a service tech to hopefully show up that day.  This last week or so has been the first that Centricity has attempted to reach out for me even though the 100's of phone calls I've made I have requested for management to call me.  I will not accept any response until I have been compensated for some of the loss of wages I have had and the time I have wasted calling their call centers multiple times on a week bases.  I have requested for different service centers to be contacted in the past and also have requested for my appliance to be simply ***laced since they could not ***air in a timely manner.  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/04/2024

  After further review, we will need to install the parts to see if the washer is fixed. Our Customer Advocate called the customer on 08/22, 08/29, and 09/04 to follow up and left a message for the customer to get in touch with us.

• Initial Complaint

  Date:08/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Kitchen Aid refrigerator on 8/1/2019 from ********** with a third party warranty company. The protection plan is called "Epic Protect" and is through Centricity. In summary I've had over 12 visits from service companies to fix the unit which have totalled over $4,000 in parts and services. The refrigerator new cost $2,562.49. This unit was condemned by the service company (assigned by Centricity) on 7-8-24. I have called them many times and cannot get a resolution. Also I am a father of 7 children and am desperately in need of a way to keep food cold.Here's a list of dates and service bench work order #:3/27/23 - WFCC A to ******************* (SWPR334CDA7C-1)4/25/23 - WFCC A to ******************* (SWPR43571638-1)5/16/23 - WFCC A to ******************* (SWPR535D4F13-1)9/26/23 - WFCC A to ******************* (SWPR938F69CE-1)10/23/23 - WFCC A to ******************* (SWPRA39B99E6-1)4/2/24 - WFCC A to ******************* (SWPS33E19A3D-1)5/3/24 - Authorized Service (SWPS53EDCODE-1)6/7/24 - Auth. Service (SWPS63FA7862-1)7/8/24 - Auth. Service (SWPS74O563A5-1)7/11/24 - Auth. Service - Unit photos sent to warranty company that confirms the unit is condemned/not working.I'm seeking a full refund for the cost of a comparable refrigerator, considering the increased cost of inflation and that the unit purchased 5 years ago will cost more today. Also to be reimbursed the cost of the $249.99 warranty plan. I was offered a mini refrigerator on 8/9/24. Also as we are outside of the 30 days of a working refrigerator, the cost of food loss/inability to properly feed a large family of 9 and other related hardships.The stress this has added to our lives has been extremely difficult. I have called Centricity every few days and explained this situation and am told that they have escalated this to supervisors and that I would receive a call back in a few days. Not one time have they called me in the past month. Do not do business with Centricity.

  Business Response

  Date: 08/16/2024

  We have reached an agreement to provide the customer with a settlement amount for the replacement of the product.

• Initial Complaint

  Date:08/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  DATE OF PURCHASE: 02/03/2023 I PAID ***** TOTAL ******* Z3 FOLD GREEN . I SEND IT TO REPAIR THEY COULDN'T FIX IT, IT TOOK LIKE 3 MONTHS TO RESOLVE THE MONETARY COMPENSATION, BUT SOME SUPERVISOR ONLY SEND ME A CHECK OF ****** WISH I WONT NEVER ACCEPT IT, I STILL HAVE THE MISERABLE AMOUNT CHECK, PLEASE I NEED THE FULL AMOUNT FOR WHAT I PAY PLEASE.

  Business Response

  Date: 08/16/2024

  We have reviewed the account and the customer has agreed to settle beforehand. Our Customer Advocate attempted to offer an alternative option for our claims to order the replacement phone, but the customer declined and was rude to him.

  Customer Answer

  Date: 09/09/2024

  I SEND TO REPAIR MY CELLPHONE COLOR GREEN ******* FOLD Z3 TO CENTRICITY, IT WAS A MINOR ISSUE INSIDE JUST CHANGE THE FOLDING PLASTIC SCREEN AND THEY CAME OUT THEY COULDN'T REPAIR IT, SO THEY SEND ME A MISERABLE ****** CHECK AND I PAY ******** ************** IN CURACAO STORE, PLEASE I WOULD LIKE TO HELP ME TO SETTLE WHIT THE FULL PRICE I PAY. I'LL APRECIATE YOUR HELP SO DEEPLY. THANK YOU VERY MUCH. ****** ********

  Business Response

  Date: 09/19/2024

  We will review this customer account again to see if we can provide another option. We will follow up once we have an answer.

• Initial Complaint

  Date:08/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  No longer answering calls to set up a repair on an 2021 appliance that I have a 5-year Centricity warrant on.

  Business Response

  Date: 08/16/2024

  We have agreed to fulfill the customer's agreement by offering a settlement amount to be used for the replacement of the product.

  Customer Answer

  Date: 08/19/2024

   
  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

  Date:08/01/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Yes I sent in my ps5 controller to centricity, ***** tracking showed it was received on 7/17/24 but I never received any communication from centricity. I emailed twice to see if it was received and didn't hear back from them it was until I called 2 times did I get an explanation the first time I was told give them 2 days to call back with an update. After not getting a call back I called and was greeted with a nasty attitude and was told I needed to wait which I explained I paid for the warranty and I paid a deductible and I was at the very least due an explanation of if and when my controller was received. I finally was told my controller has been received but still no information about it.

  Business Response

  Date: 08/08/2024

  On August 4, 2024, our claims management ordered the replacement of this customers controller via Amazon. The estimated time of arrival for delivery is August 13, 2024. Our Customer Advocate informed the customer on August 7, 2024.

  Customer Answer

  Date: 08/08/2024

   
  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 have since received a call yesterday for the first time and I'm satisfied with the call.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:07/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 4 year extended warranty and it took over a year to get it taken care of. Fast forward, it's still broken and now that I have put another claim in (still under extended warranty) I'm getting the runaround. They won't give me an update or fix the problem. Nearly 2 years I have been trying to get my Kenwood GPS and Bluetooth system operational.

  Business Response

  Date: 08/07/2024

  We have reached a final resolution to provide a cash settlement to fulfill the customer's contract. The settlement amount is $937.65. The customer had previous repairs in 2023, which cost $362.34. According to the terms and conditions under the clause "Service Contract Limit of Liability; Aggregate limit", the total amount we will pay for repairs, cash settlement, and/or replacements for this contract shall not exceed the limit of liability, which, in the customer's case, is $1,299.99. The customer was provided with this information.

   

   

  Customer Answer

  Date: 08/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is reluctantly satisfactory to me despite not agreeing with the business practices of this company.  I will accept their offer simply so I never have to do business with them again. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/29/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a Bosch refrigerator from ********** Appliance in ****** May 22,2021 and added a five-year Centricity Appliance Protection Plan that specified repair, or replacement of the refrigerator if it could not be repaired. We paid $199 for this policy. The refrigerator failed 6/20/24 and was inspected by ********** tech on 6/24/24 (incorrectly diagnosed) and again on 6/27/24 when ********** tech and *****'s tech line person determined that the "board" should be replaced. After a week (7/5/24) we called ********** to get the status of the repair and were told the part should be in within the next couple business days. On 7/11/24 ********** advised us that they could not locate the part through their sources and that Centricity was searching their sources and would need 48 hours. On 7/15/24 ********** advised us that Centricity had asked for yet another 24 hours to find the part.On 7/17/24 we called Centricity to check the status and were told the part was unavailable and that we would be contacted within the next 2-3 business days to resolve the issue with an exchange or refund for the refrigerator. After a week, on 7/24/24 we contacted Centricity and were told that the claim entered the "last stage" to resolution just a couple hours ago. We were advised that Centricity would provide a store credit, and we would be receiving a phone call or email within 24 hours. The Centricity rep said our case number is AS06877.After another two days, on 7/26/24 we called Centricity to check the status as we had heard nothing from them. The Centricity representative told me "This should be resolved next Wednesday" and that we should check on the status at that time.Centricity has been lying to us. We want Centricity to honor the contract and issue a refund for the refrigerator and to also reimburse us for food loss as specified in the contract. We don't fault ********** for this.

  Business Response

  Date: 08/07/2024

  We have fulfilled the customer agreement by providing a settlement for the replacement, and we have also approved the food loss benefit for the customer.

  Customer Answer

  Date: 08/11/2024

   
  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,
  
  *********************