Response to Centricity's Update
Response to Centricity's Update
11/22/25 update response to Centricity's 11/21/25 review update:
Please be honest and accurate in your follow-up response. I had one missed call on 11/21/25 at 9:40 a.m. from an Orlando, FL number. If that was a Centricity representative, then I acknowledge I missed that call. However, that single call does not constitute “several attempts” as stated. I received no other calls, and I am willing to provide my carrier’s call log if needed for clarity. Additionally, I did not receive a voicemail from your company containing any of the information referenced in your reply.
Because their calls are recorded, I ask that Centricity review and disclose the full record of my communications since September 2025. This should include every instance in which I called requesting updates on my washer repair, expressing concerns about the lack of communication, asking for next steps, and requesting escalation to management. It should also reflect the call in which one of their representatives informed me that I would be receiving a payout. A supervisor later confirmed that what I was told aligns with their policy, which I would not have known unless I was directly informed by your team.
Regarding your offer to review the “Full Value - Paid Claim,” that is unnecessary because the core issue remains: my washer was never repaired. I currently have uninstalled parts sitting on top of the appliance - parts that the service technician could not install. If a claim payout was issued despite the washer never being restored to working condition, then there is a clear breakdown in their internal processes and protocols. I should not be left without a working washer due to administrative errors.
As discussed on 11/19/25, I emailed multiple photos, taken from different angles of the uninstalled parts and their original packaging to TLC..a...centricity.com. Centricity's team stated that leadership would review the notes, part numbers, and images to determine the appropriate next steps and follow up with me. I am still waiting on that resolution.
I strongly encourage Centricity’s leadership team to step in, review the full history of this claim, and correct the mistakes that occurred throughout this process. A thorough review of all recorded calls will clearly show that I followed every required step while your team repeatedly failed to communicate, mishandled the claim, and even accused me of dishonesty.
Rather than focusing on preserving the company’s image, I urge you to focus on resolving this situation with integrity. If I am proven to be at fault, I am more than willing to purchase a new washer. However, until this claim is fully and fairly reviewed, including the mishandling and contradictory information provided, I expect the warranty I purchased to be honored as advertised.
Updated 11.24.25 @ 8:45am:
Due to Centricity's unfortunate handling of my claim, our Sept - November 23, 2025, costs of using laundromats, and our immediate washer needs, I have to purchase a washer to ensure my family is able to function regularly. It our hope that Centricity can review my claim and consider providing us an amount to offset the cost of our new washer. We will be contacting our local news organization to share this experience in the hopes that no one has to experience this.
Svar fra Centricity
On 11/13/2025, Mr. Drummond called regarding his washer and asked to speak directly with a supervisor. He kindly declined to speak with a representative, sharing that most of his previous calls had been handled by a supervisor and that he felt more comfortable continuing with the same level of support for consistency.
On 11/20/2025, a supervisor spoke with Mr. Drummond regarding his claim. He was understandably upset upon learning that the claim could not continue because his contract operates on a “full value minus claims” basis and the remaining value had already been reached. When he asked for clarification about the amount paid out, I gently explained that payments had already been made for previous service.
Mr. Drummond also shared that the parts were never installed due to incorrect parts being sent, which understandably added to his frustration. I acknowledged how difficult and disappointing that must have been and assured him that I would escalate the situation for a thorough review. I also clarified that, as of today, the claim remains denied because the contract has reached its limit of liability.
He expressed that he understood the information, and I reassured him that we will carefully re-evaluate the situation to ensure everything was handled properly and fairly.
