ComplaintsforN.E.W. Customer Service Companies, LLC

• Initial Complaint

  09/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was charged for a protection plan on a vacuum I bought. However, as you can see on the attachment. I di NOT pay for a protection plan. If I had, it would have showed up on the attached invoice.

  Customer response

  09/17/2024

  I contacted my bank and they told me that the company had charged me three times for protection plans I never purchased. My bank then contacted the company and finally refunded my money. 
  
  Thank you for having customers' backs. You are a great organization!

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent my computer into ******* in early april to be repaired after receiving the computer back the computer not only was not repaired but also come back with issues that it did not have initially. They claim that they replace anything they cant repair but clearly this was not the case for my laptop. Their customer service is terrible and I am honestly distraught that a service I pay for is promising things that they can not do.

  Business response

  06/06/2024

  June 6, 2024
  
  *************************
  ********************
  
  Re: Case # ********
  
  Dear *************************,
  
  In connection with the above-referenced case filed with the Better Business Bureau (BBB), we submit the below in response. 
  
  The case you filed with the BBB on May 8,2024, states:
  
  I sent my computer into asurion in early april to be repaired after receiving the computer back the computer not only was not repaired but also come back with issues that it did not have initially.They claim that they replace anything they cant repair but clearly this was not the case for my laptop. Their customer service is terrible and I am honestly distraught that a service I pay for is promising things that they can not do.
  
  The desired resolution listed in your case states the following:
  
  Replacement.
  
  Response:
  
  Asurion Services, LLC (Asurion)conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter related to the Asurion Complete MyHome Protection Plan (Plan) (formerly known as Sprint Complete MyHome) that you enrolled in on April 17, 2021.  The Plan is an optional service contract program that provides service contract coverage for an unlimited number of eligible consumer home electronics associated with the customers residential address in the event they experience a mechanical or electrical failure caused by defects in materials and/or workmanship; power surge; normal wear and tear; or dust, heat, or humidity.  It also covers accidental damage from handling specified portable products.
  
  On March 25, 2024, you filed a claim for an Apple Laptop (Product), reporting that the Product ran out of battery and would no longer turn on.  As directed by *******, you sent in the Product for repair. On April 9, 2024, the Product was repaired and returned to you.  However, on April 19, 2024, you contacted Asurion to advise that the Product was not functioning properly and that the Product would no longer connect to Wi-Fi.
  
  Asurion acknowledges there was a delay in resolving the claim due to the failed repair attempt and apologizes for the inconvenience caused. To resolve the matter, on May 17, 2024, an Asurion Resolution Specialist (**) assisted you by scheduling a new repair appointment, which you accepted. On May 30, 2024, the service technician completed the needed repair and received a successful diagnostics test following the repair.
  The product was returned to you on May 31, 2024. If you have any questions or concerns following the repair of the Product, please contact the ** directly using the contact information provided.
  
  We sincerely apologize for your frustration. We are committed to making the claims process easy and convenient for our customers, and we truly regret that this was not your experience.
  
  Regards,
  
  ***************************, Regulatory Complaints
  Email **************************
  
  
  
  
  
  

• Initial Complaint

  04/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a warranty for protection on batting gloves through Dicks Sporting Goods to protect against defects and poor quality. The gloves ripped and I have been trying to get replacements for two weeks. I went to Dicks and they told me I had to submit with this company and that I should get a credit in hours. Instead this company continues to put me through the runaround with no customer support whatsoever. You cannot contact a person for help and they just send an emai/text every 5 days saying they need more information. I submit what they ask and the cycle starts again. No support and a complete waste!

  Customer response

  04/25/2024

  After three weeks the issue has been resolved.  Horrible service, but they did finally do what was right and that should be acknowledged. 

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a claim on laptop damage through Asurion home protect offered by ******** On 4/15/24 my 3 year old daughter with autism dropped my laptop into the bath. I filled the claim on 4/15 immediately after it happened. On 4/16 I received an email from Asurion saying they denied my claim. I reached out to ******* over the phone on 4/17, and at first they gave a generic response, about my claim being connected to a previous claim that was filed. Upon further explanation the, claims department still rejected my claim as they consider what happened to not be an accident.

  Business response

  05/22/2024

  May 22, 2024
  
  *************************
  *****************************
  *******,AZ 85297
  
  Re: Case # ********
  
  Dear *************************,
  
  In connection with the above-referenced case filed with the Better Business Bureau (BBB), we submit the below in response. 
  
  The case you filed with the BBB on April 17,2024, states:
  
  I filed a claim on laptop damage through Asurion home protect offered by ******** On 4/15/24 my 3 year old daughter with autism dropped my laptop into the bath. I filled the claim on 4/15 immediately after it happened. On 4/16 I received an email from Asurion saying they denied my claim. I reached out to ******* over the phone on 4/17, and at first they gave a generic response, about my claim being connected to a previous claim that was filed. Upon further explanation the, claims department still rejected my claim as they consider what happened to not be an accident.
  
  The desired resolution listed in your case states the following:
  
  Repair.
  
  Response:
  
  ******* Home Device Protect (VHDP) is an optional service contract program which includes service contract coverage, digital security benefits, and technical support services for an unlimited number of eligible consumer home electronics associated with the consumers ******* service address.? VHDP covers mechanical and electrical breakdowns due to defects in materials or workmanship, including those due to normal wear and tear, power surge, and Accidental Damage from Handling (ADH) on select portable electronic products.  According to our records, you enrolled in VHDP on February 19, 2024.
  
  On March 19, 2024, you filed a claim for an Apple Laptop (Product), reporting liquid damage, 3-year-old spilt water on computer and damaged keyboard. The failure date provided was February 26, 2024. However, the claim was systematically denied due to pre-existing damage. You subsequently filed several claims for the Product, which were all denied as Asurion determined the loss to be pre-existing damage.
  
  All claim determinations are grounded in the Plans Terms and Conditions. A complete copy of the Terms and Conditions governing your Plan was made available to you prior to enrollment at the point of sale. The most pertinent section of the Terms and Conditions is included below for reference.
  
  
  6.Term and Coverage: The Plan will become effective and billing will commence upon your enrollment in the Plan. With the exception of access to technical support which begins on your date of enrollment, ALL OTHER COVERAGE UNDER THE PLAN WILL COMMENCE THIRTY-ONE (31) DAYS AFTER YOUR ENROLLMENT IN THE PLAN. NO SERVICE WILL BE PROVIDED DURING THE INITIAL THIRTY (30) DAYS OF THE PLAN. There will be no lapse in coverage if you relocate your residence (including primary and/or qualifying secondary address), provided that the Plan is active and you notify ******* or us as directed of such relocation. For your primary address, notification will be made to ******** For a qualifying secondary address, notification of relocation will be made to us. This Plan is inclusive of the manufacturers warranty; it does not replace the manufacturers warranty but provides certain additional benefits during the term of the manufacturers warranty. After the manufacturers warranty expires,the Plan continues to provide some of the manufacturers benefits as well as certain additional benefits as specified in Section 7. If this Plan is cancelled, coverage will continue for thirty (30) days after the cancellation date. In the event your product is being serviced by an authorized service center when this Plan terminates, the term of this Plan will be extended until the repair has been completed and your product has been delivered to you.
  
  17.Exclusions What Is Not Covered:
  This Plan does not cover the following:
  a.Pre-existing conditions at the time of your enrollment in the Plan or purchase of the product or prior to the expiration of the thirty (30) day waiting period;
  
  As stated above, the Plan covers eligible covered products that must have been in good working condition prior to enrollment in the Plan,as the Plan does not cover pre-existing conditions at the time of enrollment.Additionally, coverage is effective thirty-one days after enrollment.Therefore, your Apple laptop was not eligible for repair or replacement under the Plan when you attempted to file a claim for it on the failure date provided, February 26, 2024. Based on the above, we believe your claims were denied in accordance with the Plans Terms and Conditions.
  
  Although we cannot meet your desired resolution, the Plan Terms and Conditions Asurion is following have been explained, and therefore, we consider this matter addressed.
  
  Regards,
  
  ***************************, Regulatory Complaints
  Email **************************
  
  
  
  
  
  

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I spent $19.99 for insurance on an office chair from *******. Today I attempted to start a claim online, but the system failed to send me security verification codes to my phone. So I started an online chat. That customer service agent gave me a direct line to call to proceed. When I first called in I was met with an offer for a "free" $100 voucher for restaurant or shopping or something. I said I wasn't interested and the customer service agent hung up on me. I called a second time and spoke to someone else who went into the same spiel pitching some subscription service I would have to opt out of within 15 days before getting charged monthly. I said I wasn't interested. He berated me for not wanting a "free" $100 and that having to opt out was too much work for me. He would not move past it to discuss my warranty claim, so I hung up. I called a third time and spoke to a third person who again pitched this deal and when I said I'm not interested, they said "no is not an option" and hung up on me again. I cannot even move forward to make a claim.

  Business response

  05/20/2024

  May 20, 2024
  
  *************************
  E-mail: ******************************
  
  Complaint ID # ********
  
  Dear *************************,
  
  In connection with the above-referenced case filed with the Better Business Bureau (BBB), we submit the below in response. 
  
  The case you filed with the BBB on April 16,2024, states:
  
  I spent $19.99 for insurance on an office chair from Staples. Today I attempted to start a claim online, but the system failed to send me security verification codes to my phone. So I started an online chat.That customer service agent gave me a direct line to call to proceed. When I first called in I was met with an offer for a "free" $100 voucher for restaurant or shopping or something. I said I wasn't interested and the customer service agent hung up on me. I called a second time and spoke to someone else who went into the same spiel pitching some subscription service I would have to opt out of within 15 days before getting charged monthly. I said I wasn't interested. He berated me for not wanting a "free" $100 and that having to opt out was too much work for me. He would not move past it to discuss my warranty claim, so I hung up. I called a third time and spoke to a third person who again pitched this deal and when I said I'm not interested,they said "no is not an option" and hung up on me again. I cannot even move forward to make a claim.
  
  The desired resolution listed in your case states the following:
  
  Refund.
  
  Response:
  
  We regret any inconvenience and frustration this may have caused, and we apologize for the issues you experienced with our website, online chat feature, and telephone line.  Upon receiving your complaint, I attempted to research your concerns; however, I could not locate a Staples account or any claims with the information provided in your complaint.  To assist, I will need to obtain more information from you to investigate your concerns.  If further assistance is required, please respond to me using the e-mail address below with an Asurion claim number, account number associated with the charge, mobile device number, or alternative email address so that we may further research this matter.
  
  Regards,
  
  *********************, Regulatory Affairs                                                                
  *****************************
  

  Customer response

  05/27/2024

   
  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.
  

  They reached out to me directly and we have come to a resolution regarding the issue. Thank you for your assistance. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a fridge from ********** with a 5 year warranty backed by *******. The product has had several problems and most recently stopped working all together. ******* sent a technician to fix the fridge. The fridge broke again, 5 days later. I requested ******* issue a credit for us to get a new fridge, as this has impacted our family of 6. ******* said no and sent another technician out. The technician has not been able to fix the problem. We paid extra for the warranty, for times like this and the company is refusing to replace a clearly defective product.

  Business response

  05/22/2024

  May 22, 2024
  
  ***************************
  ********
  *****************
  
  Re: Case # ********
  
  Dear ***************************,
  
  In connection with the above-referenced case filed with the Better Business Bureau (BBB), we submit the below in response. 
  
  The case you filed with the BBB on April 15,2024, states:
  
  Bought a fridge from ********** with a 5 year warranty backed by *******. The product has had several problems and most recently stopped working all together. ******* sent a technician to fix the fridge. The fridge broke again, 5 days later. I requested ******* issue a credit for us to get a new fridge, as this has impacted our family of 6.******* said no and sent another technician out. The technician has not been able to fix the problem. We paid extra for the warranty, for times like this and the company is refusing to replace a clearly defective product.
  
  The desired resolution listed in your case states the following:
  
  Store Credit.
  
  Response:
  
  Asurion Services, LLC (Asurion) conducted a full review of your claim and transaction history with the aim to, where possible, remediate the matter.  Based on that review, we determined that on September 7, 2020, you purchased a ******* Electronics Refrigerator with Ice Maker (the Product) together with an Asurion 5-Year Protection Plan (the Plan) from The **********.  The Plan is an optional service contract, which provides coverage for the mechanical or electrical failure or malfunction of the associated covered Product after the manufacturers warranty has expired.
  
  On March 21, 2023, you filed a claim, reporting that the Products ice maker was no longer making ice.  During the claim process, ******* assisted you with scheduling a repair appointment for March 26, 2023. However, due to unavailable parts, the repair appointment was rescheduled for April 8, 2024.  On the rescheduled repair date, the Product was repaired. In addition, ******* provided a $200 gift card for reimbursement under the Plans Food Loss reimbursement provision. However, on April 12, 2024, you contacted Asurion to advise that the Product was not functioning properly and that you were experiencing the same issues.
  
  You subsequently filed additional claims for the Product.  Unfortunately, additional repairs did not resolve the Products failures.  To resolve your concerns, on May 10, 2024, an Asurion Resolution Specialist (RS)contacted you to assist with your claim by offering a Product reimbursement in the form of an electronic gift card for $1464.79, which you accepted.  As a result, the electronic gift card was sent to  ************************* the same day.Therefore, we consider this matter to be resolved.
  
  Asurion sincerely apologizes for the inconvenience and frustration you experienced because of this matter.  Be assured that your experience is not representative of the quality and/or reliability of the service we strive to provide.
  
  Regards,
  
  ***************************, Regulatory Complaints
  Email **************************
  
  
  
  
  
  

  Customer response

  05/22/2024

   
  Complaint: 21579254
  
  We were without a fridge for nearly 2 months because of your policy and extremely poor customer service. I requested no ********** gift card, as this entire process has been a mess and of course the customer service representatives did not listen and sent me a ********** gift card. The fridge arrived damaged so now we are again waiting for a fridge. This all boils down to poor company policy, management and customer service. This issue is resolved as I have no desire to raise any more issues, as its like talking to a wall. I look forward to never doing business with your company again and will discourage anyone from doing business with *******, by simply telling my story. 
  
  Sincerely,
  
  ***************************

  Business response

  06/10/2024

  June 10, 2024
  
  ***************************
  ********
  ******************
  
  Re: Case # ********
  
  Dear ***************************,
  
  I am writing in response to the May 31, 2024, rebuttal you filed with the Better Business Bureau (BBB) regarding Asurions response to the above-referenced case.
  
  Your rebuttal filed with the BBB states:
  
  We were without a fridge for nearly 2 months because of your policy and extremely poor customer service. I requested no ********** gift card, as this entire process has been a mess and of course the customer service representatives did not listen and sent me a ********** gift card. The fridge arrived damaged so now we are again waiting for a fridge. This all boils down to poor company policy, management and customer service. This issue is resolved as I have no desire to raise any more issues, as its like talking to a wall. I look forward to never doing business with your company again and will discourage anyone from doing business with *******, by simply telling my story.
  
  Sincerely,
  
  ***************************
  
  Conclusion:
  
  Again, we sincerely apologize for your frustration and the inconvenience. We make a commitment to our customers to make the claims process easy and convenient, and we truly regret that this was not your experience. Your experience is not representative of the quality and/or reliability of the service Asurion strives to provide, and your feedback will be utilized to identify opportunities for process improvement. 
  
  Regards,
  
  ***************************, Regulatory Complaints
  Email **************************
  
  
  

• Initial Complaint

  04/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a new ice maker Whynter model from Amazon back in 2021, I also purchased the three year coverage from Amazon sold by *******. The unit broke back in Feb 2024 still covered by Asurion warranty. I reported the problem and filed all necessary paper work. Asurion finally after a few weeks arranged for a repair facility to come and look at the unit. The repair facility contacted me and came to my house and looked at the unit. Their message to me was that these type of units are small and are not repairable because there are no parts for them anyways. They said they will file their report shortly. After about a week I get a text from Asurion that the repair is complete and the case is closed. I contacted ******* twice via chat and told them why this case closed without any resolution they said they do not know and they will contact me shortly. After about another week they never contacted me and the status message changed on their site and said the case is closed and chat with them with any questions. So I started the third chat sesssion with them and they finally admitted that the unit has R600 something and can not be repaired so they will try to find someone else to repair it. So basically they lied, didnt serviced the product properly, and waisted my time for 6 weeks and I spent hours communicating with them via chat and phone which has already cost me more than the unit prices of about $503. My request was that they either have a new unit or refund the amount and to this date they are still doing something else. What does a customer have to do here? It is a horrible experience spending time with these people this can not happen. The total unit cost was $503, my time spent on this has surpassed this amount, the ice maker hasnt work for over 6 weeks and meantime they did not do anything to remedy the situation. I am filing this complaint, I will be filing a complaint with Amazon, and also with the insurance commissioner.

  Customer response

  04/16/2024

  Asurion has refunded the $465 for the defective product. 

• Initial Complaint

  04/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an ** Kitchen Suite from ********** in November of 2019, and purchased **********'s 5 year extended warranty with it for the ** refrigerator. January 2nd of 2024 the Refrigerator started giving a CF E error code and stopped cooling. I called ********** and was routed to *******, as they were **********'s Appliance Warranty provider at the time, and so my nightmare began.After a dozen emails, a hundred phone calls, wrong parts ordered, 2 failed repair visits, etc. I am still without a working refrigerator. I have been told that I would be reimbursed what I paid as per the warranty since it has been over 3 months, but I stay on hold for hours just to have calls dropped. I would like this issue resolved and a refund given as per the warranty.

  Business response

  05/22/2024

  May 22, 2024
  
  *************************************
  6745 FM 2625 E
  *****************
  
  Re: Case # ********
  
  Dear *************************************,
  
  In connection with the above-referenced case filed with the Better Business Bureau (BBB), we submit the below in response. 
  
  The case you filed with the BBB on April 14,2024, states:
  
  I purchased an ** Kitchen Suite from ********** in November of 2019, and purchased **********'s 5 year extended warranty with it for the ** refrigerator. January 2nd of 2024 the Refrigerator started giving a CF E error code and stopped cooling. I called ********** and was routed to *******, as they were **********'s Appliance Warranty provider at the time, and so my nightmare began. After a dozen emails, a hundred phone calls,wrong parts ordered, 2 failed repair visits, etc. I am still without a working refrigerator. I have been told that I would be reimbursed what I paid as per the warranty since it has been over 3 months, but I stay on hold for hours just to have calls dropped. I would like this issue resolved and a refund given as per the warranty.
  
  The desired resolution listed in your case states the following:
  
  Refund.
  
  Response:
  
  Asurion Services, LLC (Asurion)conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter. Based on that review, we determined that on November 30, 2020, you purchased an ** Electronics refrigerator (the Product) together with a 5-Year Protection Plan (the Plan).  The Plan is an optional service contract that provides coverage for the mechanical or electrical failure or malfunction of the associated covered Product after the manufacturers warranty has expired.
  
  On January 8, 2024, you filed a claim for the Product, reporting that the Product was no longer cooling or freezing.
  
  Asurion acknowledges that there was a delay in providing a resolution for your claim due to service center and parts availability and sincerely apologizes for the inconvenience you may have experienced because of this matter.  To resolve your concerns, on April 30, 2024, an Asurion Resolution Specialist (RS) contacted you and offered a digital Product reimbursement in the form of an electronic gift card in the amount of $2,010.86 and an additional $50 electronic payment under the Plans Fix-It-Fast provision, which you accepted.As a result, both reimbursements were subsequently sent to you on the same day via email at ***********************. 
  The receipt of reimbursement fulfills Asurions obligation under the Plan, and we consider this matter closed. We again sincerely apologize for your frustration. We are committed to making the claims process easy and convenient for our customers, and we truly regret that this was not your experience.
  
  Regards,
  
  ***************************, Regulatory Complaints
  Email **************************
  
  
  
  
  
  

  Customer response

  05/22/2024

   
  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.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a mini computer on Amazon in October 2023. At the time of purchase, I paid additional monies for additional coverage through *******. On April 1, 2024, I discovered that my computer would not turn on at all. I went through some of the steps listed by the manufacturer, stopping before the suggestion of opening it to test connections. Instead, I contacted ******* to file a claim. I was told by the representative initially, I would receive a box and they would take up to 30 days to examine/repair/replace or refund in the form of an Amazon credit. When I questioned angrily the 30 days, I was told he "never said that" and it would instead be 3-5 days for the "box" to be sent to me to return the item. When I asked for a supervisor because I knew he was lying, I was told "no". Now after 10 days, 7 business days, I went online and did a chat so that I could have proof in black and white of what I was told. The first rep told be another 5 days for replacement box, then without even requesting it, I was suddenly handed over to a supervisor. **** told be I could pay out of pocket and then file a claim for reimbursement or wait 2 days for them to check and see if the box was actually sent. Because once **** was involved, resending the box was no longer an option. I advised him/her/etc of my intent to file this complaint and a complaint with Amazon as well. I took screenshots as proof of this claim or lack thereof.

  Customer response

  04/11/2024

  After opening and reading the details of this complaint and the document drafted to business referenced, I received a text message that says the following:

  ASURION: Your packing materials shipped. When they arrive, use them to ship your product to us. 

  Business response

  05/09/2024

  May 9, 2024
  
  ***********************
  *************************** E.
  Tuscaloosa, AL 35404
  
  Complaint ID # ********
  
  Dear ***********************,
  
  In connection with the above-referenced complaint filed with the Better Business Bureau (BBB), we submit the below in response.
  
  In your complaint filed with the BBB on April 10, 2024, you state:
  
  I purchased a mini computer on Amazon in October 2023. At the time of purchase, I paid additional monies for additional coverage through *******. On April 1, 2024, I discovered that my computer would not turn on at all. I went through some of the steps listed by the manufacturer, stopping before the suggestion of opening it to test connections. Instead, I contacted ******* to file a claim. I was told by the representative initially, I would receive a box and they would take up to 30 days to examine/repair/replace or refund in the form of an Amazon credit. When I questioned angrily the 30 days, I was told he "never said that" and it would instead be 3-5 days for the "box" to be sent to me to return the item. When I asked for a supervisor because I knew he was lying, I was told "no". Now after 10 days, 7 business days, I went online and did a chat so that I could have proof in black and white of what I was told. The first rep told be another 5 days for replacement box, then without even requesting it, I was suddenly handed over to a supervisor. **** told be I could pay out of pocket and then file a claim for reimbursement or wait 2 days for them to check and see if the box was actually sent. Because once **** was involved, resending the box was no longer an option. I advised him/her/etc of my intent to file this complaint and a complaint with Amazon as well. I took screenshots as proof of this claim or lack thereof.
  
  The desired resolution listed in your complaint filed with the BBB is:
  
  Refund.
  
  Response:
  
  Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter. Our records confirm that on October 9, 2023,you purchased a GMKtec gaming mini computer (the Product) together with a 3-year Protection Plan (the Plan) from Amazon.com.  The Plan is an optional service contract that provides coverage for the mechanical or electrical failure or malfunction of the associated covered product caused by: (i) defects in materials and/or workmanship; (ii) power surge; (iii) dust, heat or humidity; or (iv) normal wear and tear.
  
  On April 2, 2024, you contacted ******* to initiate a claim, reporting that the Product would not power on following a power surge.  After you did not receive the shipping materials for the Product repair, on April 10,2024, the claim was canceled and refiled, and the shipping materials were sent to you the same day.  To quickly resolve the matter, an Asurion Resolution Specialist (RS) offered you a Retail Repair Reimbursement (RRR), which reimburses you for your out-of-pocket repair costs;however, you declined.
  
  Following the receipt of the BBB matter, an RS attempted to contact you to provide the tracking information for the shipping materials but was unsuccessful.  On April 13, 2024, the shipping materials were delivered to you at the address you provided via *** tracking number 1Z27W11R0309621120.
  
  On April 18, 2024, Asurions service depot received the Product.  On April 19, 2024, it was determined that the Product was unrepairable, and Asurion authorized a Product reimbursement.  On April 22, 2024, the $787.99 Product reimbursement was processed for shipping and delivery to you within ten (10) business days.
  
  We sincerely apologize for any inconvenience this may have caused, and that the customer service you received did not meet your expectations. We make a commitment to our customers to make the claim process easy and convenient, and we truly regret that this was not so when you contacted us.
  
  If you have any further questions or concerns, please feel free to contact me by email.  I am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m. CST.
  
  Regards,
  *********************, Regulatory Affairs
  *********************************
  

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a tv from BJs on 10/31/21 that included on the receipt a 3 year warranty.Fast forward to 2/3/24 a broken pixel occurred in the ** during normal use that we filed a claim to get repaired since we were still under the warranty. After calling BJs they directed us to the company I would like to complain about called Asurion. We submitted the claim paperwork and waited for response. After a few weeks we needed to chase them for a reply which they then said there was something wrong with the claim because it was purchased under my Wife's maiden name.We resubmitted the paperwork with the corrected name and ******* said they will review the paperwork. Again a few weeks go by and no response until needing to be chased and they said they didn't have the resubmitted paperwork. So I AGAIN resubmitted.Again no response. I called and ******* gave me no response and transferred me to directly back to BJs with no handover and BJs had no idea what I was calling about.Asurion has failed to provide any service and has been unhelpful every step of the way. A pain and a chore to work with in trying to get assistance with the claim status.

  Business response

  05/08/2024

  May 8, 2024
  
  *******************
  4 *** Pl
  ********,MA 02038
  
  Re: Case # ********
  
  Dear *******************,
  
  In connection with the above-referenced case filed with the Better Business Bureau (BBB), we submit the below in response. 
  
  The case you filed with the BBB on April 10,2024, states:
  
  Purchased a tv from BJs on 10/31/21 that included on the receipt a 3 year warranty. Fast forward to 2/3/24 a broken pixel occurred in the ** during normal use that we filed a claim to get repaired since we were still under the warranty. After calling BJs they directed us to the company I would like to complain about called Asurion. We submitted the claim paperwork and waited for response. After a few weeks we needed to chase them for a reply which they then said there was something wrong with the claim because it was purchased under my Wife's maiden name. We resubmitted the paperwork with the corrected name and ******* said they will review the paperwork. Again a few weeks go by and no response until needing to be chased and they said they didn't have the resubmitted paperwork. So I AGAIN resubmitted. Again no response. I called and ******* gave me no response and transferred me to directly back to BJs with no handover and BJs had no idea what I was calling about. Asurion has failed to provide any service and has been unhelpful every step of the way. A pain and a chore to work with in trying to get assistance with the claim status.
  
  The desired resolution listed in your case states the following:
  
  Repair;Replacement.
  
  Response:
  
  Asurion Services, LLC (Asurion) conducted a full review of your interaction history with the aim to, where possible, remediate the matter.  Based on that review, we determined that on November 1, 2021, you purchased a ******* 65-inch ** (the Product) together with a 36-Month Service Plan (Plan).  The Plan is an optional service contract (not a plan of insurance) that provides coverage for the mechanical or electrical failure of the product(s) caused by defects in materials and/or workmanship;normal wear and tear; dust, heat, or humidity; power surge; unintentional and accidental damage from handling as a result of normal use of the product (ADH) for portable products only.
  
  On February 3, 2024, you filed a claim for the Product.  During the claim process, you were informed that a claim facilitation form and a purchase receipt were required to proceed with the claim. Asurion acknowledges that there was a delay in resolving your claim due to mismatched information on the claim facilitation form and a missing purchase receipt. On April 16, 2024, upon receipt of all required documentation, an Asurion Resolution Specialist (**) contacted you to assist with your claim by offering a Product reimbursement in the form of a check for $699.99, which you accepted. On April 18, 2024, the ** confirmed your receipt of the $699.99 reimbursement check via email.
  
  The receipt of reimbursement fulfills Asurions obligation under the Plan, and we consider this matter closed.
  
  Regards,
  
  ***************************, Regulatory Complaints
  Email **************************
  
  
  
  
  
  

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