Jess b

We have had two recent horrible experiences. The first was for our oven. The service provider never showed and centricity wouldn’t reschedule anyone for weeks. They kept telling me to call the same provider who never picked up or called back. After about a month with no oven and many many calls they scheduled another provider but they never even communicated that to me, I just got an email with a new service date and luckily could be home. We spent unnecessary money on purchasing food for a party we were hosting instead of cooking ourselves.

Currently dealing with a broken washing machine. Every once in awhile the machine wouldn’t sense the load and it would shut off. It would still work after being restarted but I figured we paid for the warranty so might as well use it. We have a newborn so was worried it was bad timing for any issues as we are constantly needing to do laundry.
A service provider came and tried replacing a part but broke something and said 3 parts now needed to be replaced. One was going to take up to 14 business days. I asked if there was any way to be expedited or if I could pay for faster shipping since with a newborn 3 weeks felt like a long time with no washer.

10 days later I still had not heard back so called the service provider to follow up. They told me the part from whirlpool is not available and that they told this to centricity over a week prior, and that centricity told them to close the claim and they should have reached out to me for next steps. I would have never even found out if I didn’t follow up. I called centricity who then told me I needed to call whirlpool and get confimation that the part isn’t available for it to be reviewed for next steps. I have not been able to get ahold of anyone at whirlpool yet but it’s insane to me I have paid for a warranty and am needing to track down information call multiple companies over and over . Centricty should have that information already if they told the service provider to close the claim. It has been over a week and they never reached out or communicated next steps. The customer service is completely unhelpful. Most have been nice but basically tell me they cannot see any updates, only management can and I can’t speak to them directly for status updates so basically need to call back everyday.

At this point I am not hopeful it will be resolved quickly, if at all. We can’t go weeks or months without a washer and will probably need to replace on our own. We will never be buying through grands appliances or using centricity again .
I hope we hear back but I wish it didn’t take a review to get help or an actual helpful or timely response.

Edit: what information do you need? It will not let me post my email with the review.