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:01/13/2025

  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.

  submitted a claim for repair on a ******* cell phone on Dec 20th they collected my deductible payment in that initial call and told me 24-48hours to receive a shipping label. I have called every 48hours and have not received a shipping label I have had 6 escalations put in been told label was sent then told it wasn't ever sent then told 48 hours to get a supervisor ro call me I have requested a supervisor call at least 5 times had one call and all he said was another ******************************************** and start a new claim and I was told no I have to wait for them to fix this. I'm tired of waiting I'm tired of this not being resolved i need help is this a fraud?

  Business Response

  Date: 01/24/2025

  The Customer Advocate has contacted the customer, who requested a refund for the ********************** and deductible charges. We have reached an agreement and processed a refund of $354.99 to fulfill this agreement. Our Customer Advocate has also provided their email in case the customer does not receive the check.

• Initial Complaint

  Date:01/10/2025

  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.

  TRASH COMPACTOR THAT IS UNDER EPIC PROTECT/CENTRICITY WARRANTY IS BROKEN AND NEEDS REPAIR.I HAVE SPOKEN TO REPRESENTATIVES OVER AN ENTIRE MONTH. EACH TIME I CALLED, I WAS PROMISED THAT AN APPLIANCE REPAIR COMPANY WOULD CONTACT ME WITHIN TWO DAYS TO SCHEDULE A REPAIR VISIT. I HAVE NEVER BEEN CONTACTED BY A CONTRACTOR TO DATE. I JUST WANT MY COMPACTOR TO BE REPAIRED.

  Business Response

  Date: 01/22/2025

  We have reached an agreement to reimburse the customer for the trash compactor repairs. The customer has been provided with detailed instructions to complete the reimbursement process.

• Initial Complaint

  Date:01/10/2025

  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.

  Centricity is the insurance provider for my GE washing machine. I filed a claim on 11/23/2024 to have my washing machine serviced due to the machine not spinning and making a loud grinding noise. A service technician came to diagnose my machine and I was told that it was the bearings and they would file a report with Centricity within 2 business days. After several weeks and multiple attempts to get a status of my claim, I was told by Centricity that they never received a report from the ****** company. I contacted the service provider 3 times and they assured me they sent the report but could not provide a copy. The claims department would not send out another technician to rediagnose my machine and start a new claim. It has now been 6 weeks since my initial claim and Centricity is refusing to help.

  Business Response

  Date: 01/17/2025

  On January 15, we decided to proceed with processing a replacement for the customer's washer to fulfill the agreement. Our claims agent left a voicemail to provide this update. On January 17, our Customer Advocate followed up and confirmed with the customer that the store would assist her with the replacement.

• Initial Complaint

  Date:01/08/2025

  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.

  My experience with this horrible warranty company called Centricity is the same as the previous one.Icemaker on our Frigidaire fridge stopped working. Filed first claim 7/31/21. We have since had at least five more claims (same issue - icemaker not working). The same reputable repair company has been out to replace parts on 6 different occasions. This warranty company said they would not settle this claim until the repair company tried one last thing. Rebuild the whole ice maker and motor ( what a joke). So now this claim has been going on for 5 months, finally get the parts and the repair company rebuilds the entire ice maker. It stopped working 12 hours later. Called Centricity again and they said Well... we need to get ANOTHER repair company out to you for a second opinion. ( this would now be service call number 9 on the ice maker not working properly). They have never sent a second company out and when I have called 3 times regarding it, they say, Well we cant find anyone. I called again and said I want this claim finished under the No LEMON BENEFIT coverage. I was told that it was noted and I would be contacted with the time frame of 4-6 days, I was not. I have been calling each day since ( now day 12 and the story changes with each person who answers) In several cases, I was told they would reach back out to me and provide an update, no call ever even when I was given a date they promised to call me back by. I have requested to speak with a supervisor and of course they are not available for 48 hours. No surprise, the Supervisor never called either. No one there is interested in keeping their word, and I am not giving up. Each time I call and a "call back is scheduled" The wait time gets longer and longer. Centricity is breach of contract. Just finished my day 13 call and they again are "going to escalate" the claim. DO NOT EVER GET A WARRANTY WITH CENTRICITY OR COMPLETE CARE. Calling my attorney nooww

  Business Response

  Date: 01/17/2025

  After further investigation of her account, we have issued a store credit of $1,950 to fulfill her agreement. Our Customer Advocate has left a voicemail with the updated status.

• Initial Complaint

  Date:01/08/2025

  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 an extended warranty through UPSI ( an extended warranty company). This was for my TV. I purchased this coverage as a five-year plan. The coverage is active and ends in 2026. This was purchased as a one-time payment of $175.99. I have an issue with my TV (that is listed on the plan with the model and serial number). The TV will not power on (which is included in the coverage) I called UPSI to file a claim, and the company that answered looked up the policy and confirmed it was active. However, **** is no longer in business, and said Centricity is handling UPSI warranty work. I contacted them and have provided EVERTHING they asked for. The original **** contract number, date, how much I paid for the coverage. Copy of the email, from the company handling ****'s administrative calls, stating that this is an active policy. Pictures of the TV, I even did trouble shooting steps they advised me to do and sent them a video of me doing this. Screenshots of this UPSI warranty coverage with the policy number and also the ending date of coverage in 2026... I have email chain going back and forth since November, the last thing they advised was that they were sending this over to "the team" to locate the policy. This has been about two weeks ago, and know I have heard nothing, and they won't respond to my emails. They aren't denying they are handling ****'s warranties, they just won't! Again, I have provided undisputable proof of the coverage, even an e-mail from **** that its active. I can even log into ****'s site, which is still up, and it shows my coverage and contract number, and its active. I sent screenshots of all of this to Centricity. PLEASE HELP !! also, I'm seeing now that Centricity has a 1.3-star rating... and numerous complaints registered through you.Thanks !

  Business Response

  Date: 01/17/2025

  We successfully registered the customer's account on January 15th to assist with their claim. Our Customer Advocate has contacted the customer and arranged for ********************** dispatch. We will follow up with the customer to ensure their TV is repaired.

• Initial Complaint

  Date:01/07/2025

  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.

  Centricty appliance extended watt anti company insisted on having video evidence of refrigerator ***air. Lifes Good two year old refrigerator making noise and losing cooling. The c Centricty ***resentative was given contract no. and that refrigerator was bought in 2022, still under extended warranty. Centricty *** heard refrigerator noise through phone and was given appropriate model and serial number. The refrigerator was to be *********************** Today Monday jJan 5 2025. No service person arrived. We were throwing away food the went bad about ****** worth. When we called Centricty cancelled the claim and said we need a video of the noise even though they hears it per phone. We are now throwing away what food we had left and were refused the warranty coverage paid for.

  Business Response

  Date: 01/17/2025

  On January 7th, we dispatched another service center to examine the appliance. Our Customer Advocate has left a message regarding this update. On January 14th, our claims department received the estimate and approved the repairs with the service center. On January 16th, the customer called for an update on the status, and our agents informed them that the repair had been approved. Our agents also provided instructions on how to file their food loss claim.

• Initial Complaint

  Date:01/03/2025

  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 have purchased an extended warranty from this company on March 2021 for a refrigerator purchased from ******* home appliances in ************. they use epic/Centricity as their sole extended warranty provider. In September after we came home from vacation we noticed our refrigerator wasn't working. as of this date it still isn't working. I called them again today and was told that my complaint would go to some associates. of which none of them I can talk to. they said perhaps in 24 to 48 hours I'll get a call from them. meanwhile my refrigerator still isn't working. I've called the manufacturer, the dealer, the repair company as well

  Business Response

  Date: 01/14/2025

  On January 9th, our Customer Advocate reached out to the customer regarding a reimbursement. The customer stated that they couldn't process it due to the lack of local service centers. Following a review with claims management on January 10th, we decided to authorize a store replacement to fulfill our agreement. The customer has been informed.

• Initial Complaint

  Date:01/02/2025

  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.

  Complete care warranty service contract provided by complete care bankers warranty group at *********************************************** who services appliances for many retailers. A contract fee of $129.95 extra for the appliance I purchased at Quality *************** center ********** ******************** MN ***** I've had to utilize the warranty 3 times since purchased and have had issues with ALL of them. The first 2 were eventually fixed but only after a huge pain in the ****, poor customer **********************, poor work ethic and no communication. As well as lack of respect for time management. This last time is been a run around trying to get a service tech for over 2 weeks. They were scheduled to come and did not. Then I was told to contact the place I bought it from. I paid extra for a warranty and am not getting the plan I paid EXTRA for. The place that I bought it from was furious and she has been the go-between still. Now it's almost 3 weeks and my dishwasher is still not fixed. The warranty center is not complying with the contract that was set forth with crosstown appliance. Crosstown Appliance Repair based out if Richmond is a horrible place to do business with. I am unsure who is more responsible, crosstown appliance or the warranty center but I could not find crosstown appliance in the site to file a complaint with. I had to call five times over the course of 17+ days. Each time, the call center sent me information on the company that was actually supposed to come out. (Crosstown appliance)it was scheduled to come, supposedly. However, there was no call, and no show. I called again three more times, hearing the same thing, they will still call you to set up a time. Nothing.I finally called the fifth and last time and was transferred to a manager who actually hung up on me! Wow! It was a horrible experience.I do not recommend using this warranty company or this repair center. They will take your extra money for the warranty but not help or fix the problem.

  Business Response

  Date: 01/14/2025

  We have reviewed this account and have transferred it to another service center, ****** Appliance Repair. Our Customer Advocate has confirmed with the customer that a technician visited today to inspect the appliance. We will follow up with the customer once the repairs are completed.

• Initial Complaint

  Date:12/27/2024

  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.

  Purchased 5 year extended Warranty on ** LFCS22520S Refrigerator 3/11/22 for $239.00. Actual cost of refrigerator was $1399. Product failed 12/5/24. Filed claim with Centricity 12/6/24. Technician (arranged via Centricity) came to house 12/10/24 and determined that the issue is the seal system. Website indicates that technician communicated that they are not qualified to work on the seal system. I made calls to Centricity on 12/13/24, 12/19/24, 12/26/24, and now again today 12/27/24, finally speaking with the ****************** They continue to tell me the same thing, that they are waiting for diagnostics from their technician. Today she blamed it on a heavy workload for the holiday season. I'm beginning to think this is a scam. I have called this local appliance repair company twice and they told me Centricity is impossible to work with and that they don't have any diagnostics because they can't repair the seal system. I have spent 3 hours on the phone with them and they refuse to move any closer to a resolution.

  Business Response

  Date: 01/08/2025

  On December 30, 2024, our agent contacted ** to schedule an appointment for January 6, 2025, to address a seal system issue. The customer has been informed that we will assist with any food loss after ** completes their work on the refrigerator. On January 8, 2025, our Customer Advocate followed up with the customer to check if ** had visited. The customer was unavailable at the time, but they left a message for a follow-up. Our Customer Advocate then reached out to **, and their agent confirmed that a technician had visited and identified a seal system issue. The necessary parts have been ordered, and ** will follow up with the customer once the parts arrive to fix the refrigerator.

• Initial Complaint

  Date:12/19/2024

  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.

  Company seems to be a textbook case of how to NOT provide a service. Icemaker on our Frigidaire fridge stopped working. Filed claim 9/30/24. We've had one previous claim (same issue - icemaker not working) which was resolved. Took a month or so but the repair was done. This time....another story. I have talked to ****** ********* ****** Saloman, ******* ******* one or two more that I didn't keep records of. We were set up with a repair service for 11/18. (have never experienced an initial repair visit that far from filing a claim) Repair service NEVER SHOWED UP and would not reply to queries. Centricity **** claim they are still trying to contact the service company, or looking for another service company...the story changes. In several cases, I was told they would reach back out to me and provide an update. No call ever came, even when I was given a date they promised to call me back by. Even had one conversation from a supervisor who promised a call back in two business days - no one there is interested in keeping their word apparently. At this point it seems clear the company is hoping I will give up. We live in the most populated part of the state - there are PLENTY of repair services. All I can deduce is centricity doesn't want to pay a fee that technicians are willing to work for - or again maybe they just want to stall until I give up. We are now almost 90 days into this claim period without even an initial visit. I think Centricity is breach of contract.

  Business Response

  Date: 12/30/2024

  On 12/18, our Vendor Relations team found another service center to repair the unit. On 12/26, our Customer Advocate reached out to the ********************** center to verify if they received the work order but was unable to get in touch with them. Later, the Customer Advocate tried to contact the customer to see if they would follow up, but could not reach them and left a message. On 12/27, our Customer Advocate followed up with the ********************** center again and confirmed that they had set up an appointment for that afternoon. On 12/30, the Customer Advocate contacted the customer again and confirmed that the ice maker was repaired on 12/27.

  Customer Answer

  Date: 12/30/2024

   
  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.
  

  My only disagreement is their claim of attempting to reach me with more information and the implication I did not answer.  If they called, or left a message, I REPLIED.  They are the ones that were consistently non-responsive.

  Sincerely,
  
  *** ******