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Business Profile

Real Estate Maintenance Protection Plans

EPIC Protect

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 11 total complaints in the last 3 years.
  • 9 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/26/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 in Dec of 2023 for a 2 year term. Their website clearly states that I could get my money back for the unused portion should I no longer need the warranty. We moved to ******, and the warranty is not good in ******. The appliance came with us. I have been told to call this or that number, and never can reach someone who can help me. The last number they gave me consistently rings busy. They keep asking for my invitation number, which I do not have, but I have an order number (since I completed the transaction). They have told me to call the store, but this plan was not purchased at the store, so they cannot help. They have hung up on me. They have failed to return calls when I leave a message. I know it is not much, but I just want my money back for the remaining 6 months! The plan is from the address I gave, but my new address is: ************************************************************************************.

  • Initial Complaint

    Date:03/28/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 have a warranty through Airport Appliance with Epic Warranty. I have tried since 2/25/25 to resolve the issue with my washer not draining with Epic Warranty. The washer and dryer are both under a 5 year warranty since I purchased them with Airport Appliance in September of 2022, they are a stackable unit which I paid $2,685.31. **** is now telling me that they do not cover stackable units however they charged me to warranty them. They have continually lied to me, saying the units show signs of abuse to now saying that I moved them. I am 73 years old. When I talked with ****** yesterday, a salesman with Airport Appliance they told him that I WAS to move the dryer off of the washer so they had access. I know that would negate my warranty. Now today when I called them they said I had moved them. Last week in my desperation to try to figure out why they would not take care of the washer I figured they meant by "access" I need to remove the door on the unit. So I had my contractor take the door off and sent them a picture showing they had access. Their idea of access is different than ****** ***** or mine and he spent and hour on the phone with them yesterday. Today I sent a repair man out to take care of it. The cost is $746.25 and I sent them a deposit to order the part. I need to be reimbursed and I want the warranty money back also that I paid for the stackable washer and dryer. **** told the salesman, ****** yesterday they would not refund the warranty money and won't honor it! Why would I need a warranty on a washer and dryer they will not service.

  • Initial Complaint

    Date:02/10/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    My husband and I purchased a refrigerator with a warranty through Epic Protect a few years ago. We had the top shelf and a seal on the refrigerator brake in August of 2024. We reached out to Epic Protect and filed our claim which they said was completely covered. We had a technician come out to our house in September and replace the seal and said the the shelf was ordered but it was on out of stock at the time and they would reach out to us when the shelf came back in stock. I reached out again to **** a couple of months later to check on the status and they said nothing was ever ordered and that it would be ordered right away. Since then, I have reached out every few weeks via phone and everyone says the part hasn't been ordered or they don't know the part number or are waiting for approval order the part and they will personally follow up with me within ***** business hours but we have never received any communication back from ******* December we received a shipment from them with a piece of glass that was not the correct piece for the refrigerator. We have reached out to **** every couple of weeks or more for the last few months with no resolution. We have emailed them repeat photos and part numbers 2 times per their request with no response. I have asked to speak to a supervisor 4 times and they always say that it is Epic's policy that the costumer cannot speak with a supervisor right away and the supervisor will call back within ***** hours. We still have not had any communication from a supervisor or anyone for that matter. I asked them multiple times to send a technician back to our house to verify and order the correct part if that would speed the process along but they refuse to do that as well.We have had a broken shelf since August and have been very disappointed with the lack of communication, follow up or interest in helping up resolve this problem to get a new shelf for our refrigerator.

  • Initial Complaint

    Date:09/30/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 filed a service request on my Dishwasher on 9/12/2024 and today, September 30, I still have no forward a progress. Every time I reach out, I receive a different answer about what's happening. I filed a detailed complaint with the ************************. (See attached due to the word limit). My desire is for a repair or a replacement of my issues.

  • Initial Complaint

    Date:09/06/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 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

    Date:09/03/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 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

    Date:08/28/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 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

    Date:08/22/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    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

    Date:08/14/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 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

    Date:05/17/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 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.

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