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:01/14/2025

  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.

  On 05/08/2022, I purchased a refrigrator from ******* appliance. The appliance is a ******* refrigerator. I also purchase a extended warranty with a company called Centurion warranty company. The appliance is a real lemon, the ice maker fills up with ice and clogs up with ice and won't dispence ice. This has been happening almost since the beginning that I have had it. They sent out a repairman from Best Appliance service the first time and he replace the ice maker and the reservior. Then ran out the door yelling from the door way its all fix, didn't explain what he did or show me it was working. So it was working a bit then again clogged up and leaks water, therefore I called the repair company and they sent the same repair man. This time all he did was poke at the Ice in the reservior took the ice maker out and dumped the ice. He then wiped everything down and reinstall the susposely new ice maker. Then told me I have to pull out the ice maker and wipe every thing down like once a month. And that it will always leak they all do, so i said ok. So a couple weeks later it was doing the same thing. So, I called Centurion warranty company this time they were giving me the run around putting me on hold, hanging up on me. And basically telling me I have to call the the repairman service place, so i did this company is called Best Appliance service. So, I talked to the head guy there Name ***** won't give me his last name. So my complaint is with Centurion warranty company but also with Best Appliance service company and a bit with ******* appliance

  Business Response

  Date: 01/20/2025

  We are sorry to hear that this customer has had problems using their ice maker. Service has been out and replaced every major component of the ice machine, and it tests and functions as intended by the *************** this point, there is nothing else that can be replaced to change the way that the refrigerator functions, all the technician can do is break up the ice,empty the tray, and start it up again. Though there is no way to change the way that the ice maker is designed to operate, we do recommend a few usage tips that can greatly improve its functioning. First, when using crushed ice, make sure that the chute fully clears before removing the glass from below. Ice chips are small, and when the refrigerator goes into defrost mode, those small chips melt very quickly, and can cause a drip. We also recommend wiping out the chute from the inside and cleaning off any residue from the hard Arizona water that can build up. This build up causes rough spots that catch and hold the ice chips, preventing them from clearing the chute. This is basic customer maintenance, and not something that a repair technician can perform. Second,the normal cycle of defrosting and freezing can cause the ice cubes to melt slightly and then re-freeze together into a clump if not used regularly. We recommend using the ice machine daily, even if that means pulling some ice just to activate the auger and keep the cubes broken up. If the refrigerator thaws and freezes several times without the ice being cycled, it can create a nearly solid mass of ice that is stronger than the surrounding plastic, and when engaging the ice maker, the motor can cause the plastic to break before the ice, as the ice is much stronger. These few habits, coupled with cleaning any residue from the chute can help the ice machine work with less interruptions.  

• Initial Complaint

  Date:10/10/2023

  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 bought my new refrigerator from ********. It has a lifetime warranty. Recently, the ice maker in the refrigerator broke. My wife called ******** and they connected her with the warranty company. The warranty company connected her with Centurion Service Corporation since they're the company that's supposed to fix my ice maker. The first time my wife called Centurion was around August 11th. The guy who was supposed to come fix the ice maker called on August 18th to tell us that he doesn't have the parts to fix my ice maker, and he has to order them. On the 21st, he came to fix the ice maker. He had both parts necessary to fix it, but he only changed one part because he didn't think the other part would need to be changed. My ice maker still didn't work the next day. My wife texted him to tell him as much. He pretended that he didn't know who she was and then ignored her. She called the office to tell them they needed to send him to fix my ice maker. The next appointment was canceled because he "called in sick" and the appointment after that he "had a family emergency." He is supposed to come fix it this Wednesday, but I'm starting to doubt it's going to happen. Also, the staff is very disrespectful. When my wife called on the 25th, the front desk lady picked up and immediately put her on hold. After being on hold for a while, my wife called from her other phone and the front desk lady immediately picked up and took the call....while still having my wife's other phone on hold. It's very unprofessional.

  Business Response

  Date: 11/30/2023

  We apologize that you are having trouble with your refrigerator. We reached out to the service center, and they let us know that the repairs were finished up yesterday, and that the machine is working as expected. Should something change please give us a call. 

• Initial Complaint

  Date:10/26/2022

  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 all new kitchen appliances from ********* TV and Appliance in late 2018. Purchased the 5-year extended warranty through ********* who directed the contract to Centurion Home Shield Service. In FEB 2022, the Whirlpool dishwasher, WDTA75SAHNO was not using water during the wash cycle. The repair was made, the dishwasher functioned for about 3 weeks, then started leaking - not dripping, full-blown double 'bath sheet' soaking. OCT 2022, numerous repair attempts, second opinions, 'off-book' third opinion [10.21.2022] later, the dishwasher still leaks like a sieve. It has not been useable since February. Long waits for service attempts, lots of excuses, then the repair guy leaves before the point in the wash cycle that causes the flood. We changed dishwasher detergent, we have run white vinegar, vegetable oil, and alcohol through it attempting to use guidance to reduce the 'bubbles'. Running the dishwasher EMPTY with NO SOAP still causes insane leaking. We are at our **** end. We have requested ********, Centurion, and ****************** to either get it repaired or supply a working dishwasher. The lack of response demonstrates a violation of our warranty contract.

  Business Response

  Date: 12/05/2023

  This customers repair was completed on 10/14/2022 and the unit was tested and running well at that time. We do not have another service since then, and we believe that the unit has been running well since.