Sandy

Early January 2026 our Matag washer went out. It was having issues in December 2025. I have spent hours (literally) on the phone trying to get help from Centricity....they keep giving us hoops to jump through. Each time we did the work they asked for. Today is 1/28/2026 and we still have not heard back from them. Weeks ago they said our washer was repaired to many times and they would write a check to us or to the appliance store. We had to go buy a new washer. Centricity does NOT call you to let you know updates. The customer service people are usually nice, but not always helpful.
This is my second time posting on Trustpilot concerning this washing machine. Status as of today;
I called customer service ; I was told that they are waiting for paperwork from the repair company on a repair that happened on Dec. 1st. I checked my calendar and there was NO repair done on that date. The customer service guy said he couldn't make a change on the notes by my clarifying things. I tried explaining things again and he still wouldn't change things or update the notes. He said he needed the appliance company's paperwork. (frustrating like heck.) So I hung up and called the appliance company. They reminded me that I had called them on Dec. 1st and told them the washer was possibly leaking water but, after going back into the laundry area, saw it was a plugged drain that wouldn't empty into the drain pipe because it was plugged with lint. So I told the appliance company we could fix that...and no one came out. The problem was not the washer - it was the drain. Which is why there was nothing on my calendar! It all made sense to me! So I called Centricity again and got another customer service person who was wonderful and actually understood the whole story, edited the notes and forwarded them to claims department for a final judgement and solution! So now its another waiting game. I will update again!
I have had to jump through too many hoops, spent hours on hold waiting for answers and have experienced exhausting frustration trying to get this issue solved. After all I have been though with Centricity, my recommendations would be to avoid this company if at all possible.
UPDATE 1/29/2026 Thank you, Centricity, for your reply. While the reply may sound good, it does not fix the issue at hand, it is actually evasive. Thus far "help" seems to be deliberately unhelpful. I actually want to raise the stars on this report with a positive solution. The door of opportunity is still open for this to happen, and we are waiting! I am hopeful that someone wonderful in Centricity will get ahold of this claim and do what they originally said - write us a check for what the Matag is worth. I will update when that happens! 2/11/2026 Update; Still no resolution. I have spoken to 4 customer service people who updated the records and they keep giving me another hoop to jump through. The last problem was from December 1st when I called the appliance repair and told them the laundry room had water in it so I thought it was the washing machine leaking. Turns out, it was the wall drain that was plugged with lint. NOT THE WASHER. No repair person came out. We fixed it by snaking the wall drain!!!!!!! I explained this to every customer service guy over the phone but still nothing was resolved!
The 3rd call guy said I needed to send a photo of the drain snake we purchased to clean out the wall!!!!!!! At this point the insanity was so clear to see I was just embarrassed for them! Customer service guy #3 hung up on me. I called back and got #4. This time I explained things calmly and just asked for a supervisor. Apparently all of the previous explanations were removed from the notes. After a wait, I finally got to speak to a supervisor. I was on hold again for about 20 minutes, and she then explained that she fixed the notes, and forwarded things to claims department. Since it had been almost 3 months, we had to purchase another washer. I asked her to put in a note for them to send the check to us. She explained that it would be useless for them to send the check to the appliance store since we already purchased the washer. (Did they plan it that way?) She said it would be a week to a week and one half before the claim is figured out. I will update. Again. What do you want to bet on them sending the check to the appliance store for us to purchase a replacement washer? If they send us the check, I will raise the stars! Even after all the frustration, exhaustion and insanity of this case! Contract # AY82507

Contract # AY82507 We had an emergency situation regarding a Matag washer. We emailed the company and did not hear back so we had to call a reputable and known repair company and book an appointment. A day passed with no contact from Centricity. When we eventually heard from them they said the washer had to many repairs and they would pay us its value and we could then get a new washer.(they did not cover repair we had to have done) After that it went downhill; We needed another repair so we could use it but they didn't respond. They didn't pay for our older Matag either, like they had said...so now we are in a pickle... We have heard nothing from them at all. Last contact my husband did , they said we needed to send a sound file of the noise it made. We did. They still didn't do anything. I called today. They said they now needed a VIDEO of the machine while it is making the noise. We jumped through hoop after hoop after hoop and are exhausted from this process game. I don't know if they will ever do what they said. Beware. Update; Yesterday we sent a video of the Matag washer making noise. I now am waiting to see just how Centricity handles this. I will update later on things. January 14,2026 I've heard nothing from Centricity. I called last week and was told the video was being reviewed, Claim was sent to claims department and would receive an economic repair evaluation/quote from the store we purchased it from, possibly resulting in a buy out of current value or store credit. I requested that they expedite the claim - please! Today, I called customer service and was told they are unable to complete the claim. I was "supposed to" have the repair company send over all of the information on past repairs. (Really? I thought that was their job since they were contracted to do the work!) I spoke with customer service, who has forwarded my call I have been on hold now from 11:25 to 11:45 trying get ahold of someone who can take care of this issue. Ok they just came on and said they now have the repair company on the line so they can get the information about previous repairs. (Seriously? The company couldn't do this a week ago?) Now they want to cancel things because we called a plumber and paid him by check - he snaked the drain out when it was plugged with washer lint. Not really an issue with the washing machine itself. I am fed up beyond patience. I was on the phone about an hour. No solution. The appliance company did send them a number for the pay out amount. The ball is in Centricity's court. Update; today is January 20th and we still have not heard from Centricity. BTW, they have all of the below requested information.