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:07/25/2025

  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.

  Purchased a microwave warranty through *********************** ******** ******. The microwave went bad a year after purchase just past the expiration of the manufacture warranty. I have been waiting a month for a repair. Centricity has no communication. The best I can figure is that they have no technicians to do repair work. How can you be a warranty service with no one to do the service?

  Business Response

  Date: 08/04/2025

  On 7/30, we have processed a check of $449.99 to fulfill the service contract. The customer has been informed.

  Customer Answer

  Date: 08/05/2025

   
  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

  Date:07/18/2025

  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 bought a new ge washer and dryer and a 5 year warranty for each. I spent $3000. I have been calling centrality for the last 4 weeks trying to get this resolved. Every time I call they tell me that my washer is not in the system and that they need to find the order and add it to my account. I even sent them the receipt 3 weeks ago and today they asked for the receipt again which I gave to them. Today I spoke to a manager but meanwhile I have a washer leaking from the bottom and they can not find the contract. Anyone reading this, whatever you do, DO NOT purchase anything from Centricity as they are worthless. The company cant even locate my service contract for the washer they only see it for the dryer. I also called Howards appliances today to inform them of whats goin on and they told me they dropped Centricity because of too many issues where Centricity is giving customers the run around.

  Business Response

  Date: 07/30/2025

  On July 18, we successfully registered the customer's ********************** in our system. On July 19, our supervisor followed up with the customer and arranged for **********************. We assigned the service call to ******************** On July 25, we authorized the service center to order the necessary parts to repair the appliance.

  Customer Answer

  Date: 07/31/2025

   
  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.

  A service tech did come out and he ordered the part.  I am waiting for them to install it.  I opened this before I heard from them.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:07/17/2025

  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 five year warrantee extension when I bought my GE Microwave/Convection oven (Model PVM9179SK5SS) from ***********************. The warrantee is serviced by Centricity and is in effect until July 0f 2026. Changing the carbon filter on the unit requires removing the microwave door. After changing the filter I tried to replace the door and as the front tempered glass made a cracking noise. The fine crack then spread across the glass piece making the part unusable. I submitted a claim and Centricity simply refused to provide any service, insisting this was an accident that they won't cover. I made several calls to clarify that the damage was during routine maintenance and they refused to reconsider.

  Business Response

  Date: 07/30/2025

  We reviewed the owner's manual and found that removing any filter does not require removing the door for replacement. According to the terms and conditions, specifically under General Exclusion D, we do not cover any cosmetic damage to the product. This includes failure or damage to non-operational components such as, but not limited to: case or body housings, frames, wheel covers, cabinetry, cabinet frames, decorative finishes, door liners, glass, handles, knobs, masks, racks, rollers, wheels, shelves, drawers, and any cosmetic damage that does not affect the functionality of the covered product.

  Customer Answer

  Date: 07/30/2025

   
  Complaint: 23615834
  
  I am rejecting this response because:

  The Terms and Conditions document they attached was never provided to me when I purchased the product. Simply saying that they read the manual and determined that the door did not need to be removed is just an excuse to avoid honoring the contract. In the real world, on my microwave, it was not possible to remove the filter without taking the door off. I have replaced the door with a replacement GE part and the unit is functioning now, but they should pay for the part that needed to be replaced.

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

  Business Response

  Date: 08/04/2025

  In accordance with the terms and conditions of your service contract and the guidelines outlined in your owner's manual, it is stipulated that the removal of the door is not necessary for the replacement of the filter. Consequently, this situation constitutes a denial of your service contract, and we will not be able to proceed with any further reimbursement.

  Customer Answer

  Date: 08/05/2025

   
  Complaint: 23615834
  
  I am rejecting this response because they just keep repeating a baseless reason for refusing service. This is the essential problem with this company. They find an excuse to not honor their contract and stick to it. Customers should be warned that they are unlikely to provide equipment service when needed and paying for their service coverage is not worth it.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:07/17/2025

  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.

  On August 30, 2021, I purchased a necklace for $592.74 along with a lifetime extended warranty backed by Centricity. When the item required repair, I followed all instructions, submitted the necessary documents, and waited for weeks with no communication. Eventually, I was informed without a clear explanation that my necklace could not be fixed and was offered $495, less than what I originally paid.That is unacceptable At the time of purchase, the market price of gold was approximately $1,818 per ounce. As of today, July 16, 2025, gold is trading around $3,331 per ounce. That represents an increase of over 80 percent. Yet Centricity attempted to buy back the item at its old price, a move that appears more like a gold buyback scheme than a legitimate warranty claim.I asked for the repair to be completed as covered. They refused. I asked for a fair refund that included the full price I paid and the cost of the extended warranty. They refused again and instead threatened to cancel my warranty if I declined their lowball offer.All I want is a full refund of $592.74, this includes the cost of the extended warranty I paid for. Nothing more, nothing less For the record, I have saved every single receipt, email, and document related to this claim. I created a dedicated folder documenting each interaction. I also kept detailed notes of every phone call including the name of the agent I spoke with and the time each call ended.

  Business Response

  Date: 07/28/2025

  According to the terms and conditions, we cannot exceed the customer's aggregate limit, and the necklace was purchased at a retail price of $450. We paid the service center $5 for the diagnosis, as the customer's necklace is hollow and cannot be repaired. The final resolution is to process a cash settlement of $455 to fulfill the service contract. We attempted to contact the customer on July 24 and July 28.
  

  Customer Answer

  Date: 08/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution of $455 as stated by the business is satisfactory to me.
  
  Sincerely,
  
  AC

• Initial Complaint

  Date:07/15/2025

  Type:Product 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.

  On Tuesday, July 8th, I contacted the number listed on my extended warranty to schedule a service call for our refrigerator. It was scheduled for July 14th between 8-5. They told me that I would receive a call the day before with a smaller window of time when the technician would arrive aha they would call the day of. I never received a call the day before so I called them on the morning of July 14. They gave me a number to call to get scheduling information. That number told me they dont do any of the scheduling so I called back. I spent all day calling multiple times and speaking to multiple agents and at the end of the day still had no information about when the service call would be. I asked to speak to a supervisor so I could get answers since this was an extended warranty that I paid extra money for. I was told they would call me this morning, July 15 and I did not receive a call. I received an email yesterday stating that the appointment was confirmed but no date or time given and then I received an email this morning asking me to review the service call that I received yesterday except no one came for a service call. It feels like a complete scam. I should be able to get a refund for the warranty price if they are not providing the service.

  Business Response

  Date: 07/24/2025

  The assigned service center has diagnosed the customer's issue based on their past experience. We ordered the necessary parts and sent them to the customer's home. The customer was able to follow up with the ********************** center and scheduled an appointment for August 4. Additionally, the customer has been placed on a cancellation list in case an earlier appointment becomes available. We will follow up with the customer to confirm that the refrigerator has been successfully repaired.

• Initial Complaint

  Date:07/15/2025

  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.

  On 6/13/2025 I put in a claim on my refrigerator. After 1 week a service repairman came & couldnt diagnose the problem because the main part that would tell him what wasnt working wasnt working. We waited 3 weeks for the parts & was told that we need Pcb assembly assembly module, filter ******************* I spoke to the warranty company today & was told that the parts were approved when they come in they will let me know. The Warranty company has never called me during this process. I went out & bought a mini refrigerator to get me by. I dont know how long is a reasonable time to wait.

  Business Response

  Date: 07/22/2025

  On July 14th, our claims team reviewed the estimate and authorized the service center to install the necessary parts. On July 22nd, our supervisor contacted the customer and confirmed that the refrigerator has been repaired. We are currently assisting the customer in filing their food loss claim.

• Initial Complaint

  Date:07/15/2025

  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 an extended warranty through Centricity when we purchased our Electrolux dryer in December 2023 at Jessups appliance the dryer does not work and I am unable to get Centricity to send a repair person over. Ive been trying for about a month I have also talked to Jessups and they have not been helpful.

  Business Response

  Date: 07/22/2025

  We have carefully reviewed the customer's claim, and we appreciate the assistance provided by ******* ***** **************** in addressing the repair of the dryer. We want to reassure the customer that this upcoming repair will not affect their warranty, and we remain committed to supporting any future claims they may have. Our supervisor has proactively reached out to the customer and has arranged a $50 laundry credit as a gesture of goodwill for the delays in the repair process.

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23596053
  
  I am rejecting this response because: their response is as strated,, this was very poorly handled over the past month. 50 dollars though appreciated does not nearly compensate for the inconvenience of not having a dryer for nearly a month and their inability to get it serviced promptly
  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 07/30/2025

  We sincerely apologize for the inconvenience caused by the delay in repairs, and we appreciate your patience as Jessups has taken care of the situation. To help make up for the trouble, we would like to offer you a $50 laundry credit and ensure that we are here to assist you with any future claims. Thank you for your understanding.

  Customer Answer

  Date: 07/30/2025

   
  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

  Date:07/14/2025

  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.

  Purchased NorthStar 2.2 GPM Pump from *******************, **********, ** 04/22/2022 and purchased additional 2 year Replacement Protection Plan. The warranty from the manufacturer is for 2 years so with the purchase of Protection Plan a total of 4 years should be honored. The pump stopped working prior to expiration. I reached out to Northern Tool who could not find record due to upgrade of their system and the particular pump is no longer manufactured. They also told me to call Centricity. I have called them on numerous occasions and have submitted all documents as requested but they are not honoring providing me with a replacement. The most recent correspondence with them stated the manufacturer warranty was only 90 days when in fact it was 2 years. I alerted Northern Tool and Centricity that I would be filing this complaint with the BBB. I merely want the pump replaced with same (if one can be found) or a better one of equal or greater value with no expense to me.

  Business Response

  Date: 07/18/2025

  On July 15, our supervisor reached out to the customer and assisted with his pump. We were able to correct his extended warranty and process his claim.

• Initial Complaint

  Date:07/14/2025

  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 extended warranty (5 year contract) with this company on my ***** refrigerator. The ice maker has gone out for the 2nd time. The first time was a quick response. The ice maker broke again after about 1 year of service. I made a claim in May. The ice maker was ***laced around June 10th. It never made any ice. The service provider came back June 16th. This time they diagnosed the control board for the ice maker is bad. June 20th, the service provider told me the warranty company approved the part and its on order. Ive made multiple calls to the warranty company for updates. I speak to a different person each time and get different stories. Today, they are telling me that they have no record of a second diagnosis. The automated machine says the conversations are recorded. Ive called this warranty company around 9 times. How is there no record? The Customer ********************** *** told me yesterday that he was going to call the service company today for an update and get resolution on what were waiting on. He asked me to call them back today. I call back today and they now tell me that they have no record. I have a text thread telling me the control board was approved and ordered June 20th. Now, they have no record. How? How is it Ok for the warranty company to continue to stall in this manner. Im disappointed in how ****** quality has dropped, but this warranty company is clearly trying to avoid ***airing the refrigerator. All of our previous conversations can be retrieved and it would be clear to anyone that they are giving me different stories just trying to end the conversation with no true action. You dont have to take my word on this. Pull the recorded conversations.

  Business Response

  Date: 07/22/2025

  On July 17, our claims department ordered the ice maker and arranged for it to be delivered to the customer. We checked the ***** tracking number ************, and the part was delivered to the customer on July 18. We attempted to contact the customer on July 21 and July 22, leaving a detailed message about the delivery. We also requested that they reach out to the service center to set up an appointment for installation.

• Initial Complaint

  Date:07/12/2025

  Type:Customer Service 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.

  In August of 2023 I purchased a tower hunting stand form Sportsmans Guide; They offered an extended service plan on the product at the time of purchase, which I opted to buy from them. The product was sold by Bankers Warranty Group DBA BWG Protection Plans. I developed a problem with the product and contacted the Bankers Group regarding repair, I was advised at that time the product was still under the manufacturers warranty.The manufacturer was notified of the problem and they ignored me. I waited for that warranty to expire and notified Bankers warranty group of needed repair. I was ignored by them and I had multiple conversations with them regarding why I was being ignored. Now they claim that on my first call to them that I was informed that my contract was now no longer good because it was an "existing condition"; I was not told that then, and here we are nearly a year later. I was told today of the "existing condition" and my product is not covered. Typical insurance/warranty company easy way out. I feel that this is a ripoff, and informed them I was not going away, thus my complaint.Sincerely.**** ******

  Business Response

  Date: 07/21/2025

  We reviewed this claim in accordance with the terms and conditions outlined in Section B regarding pre-existing conditions. A "pre-existing condition" refers to any issue related to the mechanical fitness of the product that was present before the Contract Start Date. 
  
  The customer mentioned that they contacted the manufacturer about the problem but did not receive a response. They waited for our warranty coverage to begin before filing a claim with us. However, since this is a pre-existing issue, it is not covered under our warranty.