ComplaintsforN.E.W. Customer Service Companies, LLC

• Initial Complaint

  12/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a warranty for my dishwasher with **********. They sent two weeks ago a technician who was not able to pull out the machine to repair the unit and they asked me for liabilities purposes, to get someone to pull the unit for repair. I called the ********** protection to have an idea of when a technician will come to my house, and I was told from a supervisor from Asurion called **** that she would not create an appointment for me until I pull my machine out. I told her that with the end of year I was afraid to pay somebody to pull the machine and then not see any repair man at my door. I did totally agree to pull the machine I just wanted to have a technician scheduled so I can plan accordingly. She refused to schedule anything. I run a family childcare at my home and I told her that I could not afford to have a whole unit just laying in the middle of my kitchen let alone have a big hole there too. They are refusing to get me a technician and I have been given the run around. I asked to speak with a manager and they refuse to transfer me. I have a 3 year warranty and this machine already got 3 repairs in a year( I bought the unit October of last year). I already spoke with 5 supervisors and my issue is still unsolved. Even if I agree to pull the unit out they can't guarantee a repair man.

  Business response

  01/13/2022

  Business Response /* (1000, 5, 2021/12/20) */ December 20, 2021 **** ****** ************************************* RE: Complaint ID # ******** Dear Ms. ******, In reference to the matter you filed with the Better Business Bureau ("BBB"), we submit the below in response. The matter you filed with the BBB states the following: "I have a war***ty for my dishwasher with **********. They sent two weeks ago a technician who was not able to pull out the machine to repair the unit and they asked me for liabilities purposes, to get someone to pull the unit for repair. I called the ********** protection to have an idea of when a technician will come to my house, and I was told from a supervisor from Asurion called Dina that she would not create an appointment for me until I pull my machine out. I told her that with the end of year I was afraid to pay somebody to pull the machine and then not see any repair man at my door. I did totally agree to pull the machine I just wanted to have a technician scheduled so I can plan accordingly. She refused to schedule anything. I run a family childcare at my home and I told her that I could not afford to have a whole unit just laying in the middle of my kitchen let alone have a big hole there too. They are refusing to get me a technician and I have been given the run around. I asked to speak with a manager and they refuse to t***sfer me. I have a 3 year war***ty and this machine already got 3 repairs in a year( I bought the unit October of last year). I already spoke with 5 supervisors and my issue is still unsolved. Even if I agree to pull the unit out they can't gua***tee a repair man." Your desired resolution states: "Repair" Response: Asurion Services, LLC ("Asurion") is a provider of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider. When we learn that a customer's experience has not met their, or our, expectations, we undertake a full review of the customer's t***saction history with the aim to, where possible, remediate the matter and, when necessary, make changes to improve the delivery of our services. The following outlines your claim t***saction and communication history: On October 27, 2020, you purchased a ******* Electronics Dishwasher (the "Product") and enrolled in a 3-Year Protection Plan (the "Plan") from The **********. On November 10, 2021, you filed a claim on the Product, and Asurion assigned the repair to ***** Factory Service for service on November 23, 2021. On November 23, 2021, you advised Asurion that the service technician noted blinking lights on the panel and asked you to help remove the dishwasher from the wall to proceed with the repair. You advised Asurion that you could not assist and requested another service appointment. On November 29, 2021, you advised Asurion that you were able to unstack the Product and move it to an accessible location for the service technician. Asurion then attempted to locate a service center to schedule service. Unfortunately, no service centers were immediately available. On December 3, 2021, you requested to hire your own service center to complete the repair and to receive reimbursement for the repair. Asurion advised you that your request was submitted and under review. However, Asurion was able to schedule the service with ***** Factory Service for December 14, 2021. They completed the repair and confirmed that the Product was working properly. An Asurion Resolution Specialist contacted you to confirm that the Product was working properly but was unable to reach you. On December 20, 2021, you confirmed with Asurion that the Product is working properly. We sincerely apologize for the inconvenience or frustration caused to you and hope you are satisfied with the final resolution. At this time, we will consider this matter closed. If you have any questions regarding the above, please do not hesitate to contact me. I am available by email Monday through Friday between the hours of 9:00am and 4:00pm CT. Regards, *********** Staff Counsel ***********@asurion.com

• Initial Complaint

  12/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have paid the monthly fee for four months to the Asurian Appliance Plus plan. I have talked to multiple people at the company and spent 9 hours on the phone with them. This was on the following dates. 11/26, 11/28. 11/29 and 12/2 Thus far. I am trying to have them service my stove covered under the insurance plan and I have paid them 109.00. They will not put me through to a supervisor and I took off work because they said the repair company would come between 8am and 4 pm 12/2 and the company never showed. I called the repair company and they said I was never scheduled with them. This still has not been resolved and they have my money. The phone numbers they have listed on the website disconnect you or only give you two options which are not ones that I need. I have no way to get my money back or cancel the service. I need help.

  Business response

  01/06/2022

  Business Response /* (1000, 9, 2021/12/29) */ December 29, 2021 ************ ****** ************************************* RE: Case ID # ******** Dear Mr. ******, In connection with the above-referenced matter filed with the Better Business Bureau ("BBB"), we submit the following response below. The matter you filed with the BBB states: "I have paid the monthly fee for four months to the Asurian Appliance Plus plan. I have talked to multiple people at the company and spent 9 hours on the phone with them. This was on the following dates. 11/26, 11/28. 11/29 and 12/2 Thus far. I am trying to have them service my stove covered under the insu***ce plan and I have paid them 109.00. They will not put me through to a supervisor and I took off work because they said the repair company would come between 8am and 4 pm 12/2 and the company never showed. I called the repair company and they said I was never scheduled with them. This still has not been resolved and they have my money. The phone numbers they have listed on the website disconnect you or only give you two options which are not ones that I need. I have no way to get my money back or cancel the service. I need help." The following is your desired resolution: "I want my appliance serviced for the money I already paid then I want to cancel the insu***ce." You provided additional information on December 20, 2021: "I continued to make daily calls to the business until December 7th 2021.. I found the number and email address for the office of the CEO. I sent two emails with no response from the company. I was finally able to make a phone connection with an employee from the office of the CEO. She tried for three days to get colleagues to answer her emails. In the end my 106.00 for the service call that never happened was credited to my account and the monthly payments of 29.99 for the last five months was credited back to my other account and I have received notice that they will no longer take a monthly payment out of my account. We will see." Response: When Asurion learns that a customer's experience has not met their or our expectations, we undertake a full review of the customer's t***saction history with the aim to, where possible, remediate the matter and, when necessary, make changes to improve the delivery of our services. Based on that review, we determined that on August 4, 2021, you enrolled in Asurion Appliance+ (the "Plan"). On November 27, 2021, you filed a claim on a ****** Double Oven (the "Product"). Asurion processed your claim and attempted to schedule a service appointment with an available service center. Due to a scheduling error, the service technician did not show up for the December 2, 2021 service appointment. Asurion rescheduled the service appointment for December 9, 2021. However, on December 6, 2021, you cancelled the service appointment. You then requested to cancel the Plan and to receive a refund for the service fee and monthly payments paid. Asurion refunded you the $109 service fee and five monthly payments of $29.99. We sincerely apologize for the inconvenience and frustration caused. 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. Customer satisfaction is the ultimate measurement of our success, and your feedback is instrumental in identifying opportunities for continuous improvement. At this time, we will consider this matter closed. If you have any other questions, I am available by email Monday through Friday between the hours of 9:00am and 4:00pm CT. Regards, ****** T*** Staff Counsel ******.t***@asurion.com Consumer Response /* (2000, 11, 2022/01/06) */ Good Morning, Their response and actions to remedy the situation is accepted. However, it should never have been so difficult, time consuming and frustrating. I do not deem them a reputable company and would not recommend them to anyone. I don't know if this matters or goes into notes. Thank you for your time, ****** ******

• Initial Complaint

  12/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a claim for my **** ROG 3 phone for a broken screen and back glass. I have to keep calling to get updates because they have not contacted me. When I do get a hold of a person(usually after 30-45 minutes waiting) I was told my phone was not repairable and they were just going to reimburse me what I paid and I should have received an email. No emails received. I also asked if I could have the phone back and they keep the money because I will just repair it myself they said they had already disposed of it along with a prepaid sim card. I have left voicemails asking for the to call me back the robo person said I will receive a response in 24 hours. It was been about a week. i Paid $899 for the phone and since then has gone up in price to about 1300.

  Business response

  12/17/2021

  Business Response /* (1000, 5, 2021/12/10) */ December 10, 2021 ******* ********** *************************** RE: Case ID # ******** Dear Mr. **********, In connection with the above-referenced matter filed with the Better Business Bureau ("BBB"), we submit the following response below. The matter you filed with the BBB states: " I filed a claim for my **** ROG 3 phone for a broken screen and back glass. I have to keep calling to get updates because they have not contacted me. When I do get a hold of a person(usually after 30-45 minutes waiting) I was told my phone was not repairable and they were just going to reimburse me what I paid and I should have received an email. No emails received. I also asked if I could have the phone back and they keep the money because I will just repair it myself they said they had already disposed of it along with a prepaid sim card. I have left voicemails asking for the to call me back the robo person said I will receive a response in 24 hours. It was been about a week. i Paid $899 for the phone and since then has gone up in price to about 1300." The following is your desired resolution: "Replacement" Response: Asurion Services, LLC ("Asurion") is an administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider. When we learn that a customer's experience has not met their or our expectations, we undertake a full review of the customer's t***saction history with the aim to, where possible, remediate the matter and, when necessary, make changes to improve the delivery of our services. Based on that review, we determined the following: On January 8, 2021, you purchased an **** Phone (the "Product") along with an Asurion 2-Year Mobile Accident Protection Plan (the "Plan") from ******. On March 17, 2021, you initiated a claim on the Product but did not proceed with the claim. On November 17, 2021, you proceeded with the claim and paid the service fee. Asurion provided you a shipping label to send the Product to our service depot prior to sending you a reimbursement under the Plan Terms and Conditions. On November 24, 2021, you requested an update from Asurion. Asurion advised you that the Product was delivered to the service depot on November 20, 2021, but it may take up to 5 business days to confirm the delivery and salvage the item prior to processing a reimbursement. On November 30, 2021, you requested that the Product be returned to you and advised that you did not want a reimbursement. However, an Asurion Resolution Specialist advised you that the Product had been salvaged and could not be returned. On December 7, 2021, Asurion processed a reimbursement for the purchase price of the Product, in the amount of $899.99, and you confirmed receipt of the reimbursement via email. Receipt of reimbursement fulfills our obligation under your Plan, and we will consider this matter closed. If you have any other questions, I am available by email Monday through Friday between the hours of 9:00am and 4:00pm CT. Regards, Callie T*** Staff Counsel Callie.t***@asurion.com

• Initial Complaint

  11/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Asurion is the extended warranty company that I have for my ******* Dryer Model # **************. brought at ********** on March 15 2015. My Contract number for the policy renewed on 01/04/2020, is **********. Claim # ********** I have been trying for the last two weeks to get them to come out to my home to service my dryer. I have been given at least 3 different phone numbers to call, none of the people I spoke with could help me but assure me someone will get back to me, which has not happened. I got a copy of a letter online from Asurion, that says "Sorry, We're not in your Area Yet". I would Like to have my dryer repaired, or replaced as per my contract with them.

  Business response

  01/05/2022

  Business Response /* (1000, 5, 2021/12/21) */ December 21, 2021 ****** ***** ******************************************* Re: Case #******** Dear Mr. *****, In connection with the above-referenced matter filed with the Better Business Bureau ("BBB"), we submit the below in response. Your matter filed with the BBB states the following: "Asurion is the extended war***ty company that I have for my ******* Dryer Model # ***********/A3. brought at Home Depot on March 15 2015. My Contract number for the policy renewed on 01/04/2020, is **********. Claim # ********** I have been trying for the last two weeks to get them to come out to my home to service my dryer. I have been given at least 3 different phone numbers to call, none of the people I spoke with could help me but assure me someone will get back to me, which has not happened. I got a copy of a letter online from Asurion, that says "Sorry, We're not in your Area Yet". I would Like to have my dryer repaired, or replaced as per my contract with them." Your desired resolution states: "Repair." Response: Asurion Services, LLC ("Asurion") is an administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider. After receiving your complaint, we initiated a full review of your interaction history, with the aim to, where possible, remediate the matter and, when necessary, make changes to improve our services. Based on that review, we determined the following: On February 10, 2015, you purchased a ******* Dryer ("Product") from The Home Depot and enrolled in a 3-Year Renewal Plan ("Plan"). On November 19, 2021, you filed a claim with Asurion because your Product was not working properly. Asurion subsequently made multiple attempts to assign your claim to a Service Repair Center, but was unsuccessful in locating a Service Technician in your area. On December 15, 2021, Asurion submitted your Product for reimbursement due to Service Delay. You subsequently advised an Asurion Resolution Specialist that you would like to receive reimbursement in the form of a check. Receipt of reimbursement fulfills our obligations under the terms of your Plan. We apologize for any frustration or inconvenience caused. If you have any additional questions or concerns, please contact me by email. I am available between the hours of 9 am and 4 pm CST, Monday through Friday. Regards, Callie T*** Staff Counsel callie.t***@asurion.com Consumer Response /* (2000, 7, 2021/12/27) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  11/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 2020 I bought a Freezer at a well known Hardware Store; and bought the Extended Warranty through them. Asurion is the company proving the Extended Warranty. On Aug 2020 the Freezer stopped cooling; and that was the first time I had issue with a brand new appliance. Because it was under 1 year, I was referred to contact directly the Manufacturer. which I did. The Freezer broke down every 2 months after that; dealt directly with the Manufacturer. Last August 2021 the freezer broke down again, now it is no longer under manufacturers warranty; so this is Asurions issue now. After 2 Weeks (mid Sept 2021), the manufacturer explained that a part needed for the repair was backed ordered; I called Asurion and was told just to wait for the part; and rescheduled with the manufacturer again mid Oct 2021. Now on NOV 2021 the manufacturer told me the part is still backed ordered and wont know when they will be be able to repair the freezer. On Mid NOV 2021 (18th) I was told by Asurion that they would request a "Buy Out"; meaning that they will refund me the original purchase price of the Freezer. I called yesterday, Nov 29th; and they told me to WAIT MORE; because Asurions Service Department has not taken a decision for the refund; even after they verified with the Manufacturer that the part is Backed Ordered. I read complaints and people have been waiting 1 Month, and Asurion is ok to make me wait more than 3 months for a resolution; for an appliance that affects my living; and just keep on telling me to WAIT. THIS IS UNACCEPTABLE, It is Asurion's responsibility to repair it, if the manufacturer does not has the part they have to come up with another solution, not me, the customer waiting more than 3 months. I will like my full refund ASAP; not to wait another week, another month.

  Business response

  01/13/2022

  Business Response /* (1000, 7, 2021/12/20) */ December 20, 2021 ******* *** *************************************** Re: Case #******** Dear Ms. ***, In connection with the above-referenced matter filed with the Better Business Bureau ("BBB"), we submit the below in response. Your matter filed with the BBB states the following: "On May 2020 I bought a Freezer at a well known Hardware Store; and bought the Extended War***ty through them. Asurion is the company proving the Extended War***ty. On Aug 2020 the Freezer stopped cooling; and that was the first time I had issue with a b***d new appliance. Because it was under 1 year, I was referred to contact directly the Manufacturer. which I did. The Freezer broke down every 2 months after that; dealt directly with the Manufacturer. Last August 2021 the freezer broke down again, now it is no longer under manufacturers war***ty; so this is Asurions issue now. After 2 Weeks (mid Sept 2021), the manufacturer explained that a part needed for the repair was backed ordered; I called Asurion and was told just to wait for the part; and rescheduled with the manufacturer again mid Oct 2021. Now on NOV 2021 the manufacturer told me the part is still backed ordered and wont know when they will be be able to repair the freezer. On Mid NOV 2021 (18th) I was told by Asurion that they would request a "Buy Out"; meaning that they will refund me the original purchase price of the Freezer. I called yesterday, Nov 29th; and they told me to WAIT MORE; because Asurions Service Department has not taken a decision for the refund; even after they verified with the Manufacturer that the part is Backed Ordered. I read complaints and people have been waiting 1 Month, and Asurion is ok to make me wait more than 3 months for a resolution; for an appliance that affects my living; and just keep on telling me to WAIT. THIS IS UNACCEPTABLE, It is Asurion's responsibility to repair it, if the manufacturer does not has the part they have to come up with another solution, not me, the customer waiting more than 3 months. I will like my full refund ASAP; not to wait another week, another month." Your desired resolution states: "Refund." Response: Asurion Services, LLC ("Asurion") is an administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider. After receiving your complaint, we initiated a full review of your interaction history, with the aim to, where possible, remediate the matter and, when necessary, make changes to improve our services. Based on that review, we determined the following: On May 15, 2020, you purchased a ********** Freezer ("Product") from The ********** and enrolled in a 5-Year Protection Plan ("Plan"). On August 28, 2021, you filed a claim with Asurion for your Product because it was not working properly. Asurion assigned your claim to a Service Repair Center who subsequently came to your home on October 18, 2021, inspected your Product, and ordered replacement parts. Unfortunately, the requisite replacement parts were on backorder with no ETA. On November 18, 2021, Asurion submitted a reimbursement request for your Product due to service delay, as there was still no ETA on your replacement parts. On December 1, 2021, Asurion notified you that your Product's manufacturer approved reimbursement for the purchase price of your Product and you received an in-store credit for the purchase price of your Product. On December 3, 2021, Asurion processed a food loss reimbursement claim in the amount of $300.00, as well as a $50.00 reimbursement under Asurion's Fix It Fast Gua***tee. Both checks have been mailed to you, and you should expect to receive them within 10 to 15 business days. At this time, we believe that we have fulfilled our obligation under your Plan. An Asurion Resolution Specialist will be in contact to confirm receipt of both your food loss and Fix It Fast reimbursements. We sincerely apologize for the delay in receiving reimbursement, and any inconvenience this may have caused. Be assured that your experience is not representative of the quality and/or reliability of the service we strive to provide. Customer satisfaction is the ultimate measurement of our success and your feedback is instrumental in identifying opportunities for continuous improvement. If you have any additional questions or concerns, please contact me by email. I am available between the hours of 9 am and 4 pm CST, Monday through Friday. Regards, *********** Staff Counsel ***********@asurion.com

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a maintenance plan with this company on June 15, 2020. It includes routine maintenance every six months. I have been attempting to obtain this service for over two months. Asurion's website documents that the claim had been initially filed on 9/21/21. The claim number is **********. Asurion apparently subcontracts such work. The source used in this area is ***. That company provided a technician who subsequently failed or canceled four appointments. I asked for another technician. That technician left a voice message on a Friday night to telling me that he would be at my house at 1:00pm. I contacted the technician and said that that would not be possible since I was delivering a eulogy at a funeral at that time. I offered a 4:00pm time, but he said that that would not be possible and he had no other openings for months -- that this was a one-time only offer. I have contacted *** repeatedly as well as Asurion. All I get is the message that they are working on this. It is clear to me that Asurion does not have the resources to honor the maintenance plan. It is Interesting is that this is billed as a "No Sweat Protection Plan."

  Business response

  01/05/2022

  Business Response /* (1000, 8, 2021/12/21) */ December 21, 2021 ****** ******** ****************************************** Complaint ID # ******** Dear Mr. ********, 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 November 29, 2021, you state: "I purchased a maintenance plan with this company on June 15, 2020. It includes routine maintenance every six months. I have been attempting to obtain this service for over two months. Asurion's website documents that the claim had been initially filed on 9/21/21. The claim number is **********. Asurion apparently subcontracts such work. The source used in this area is CXN. That company provided a technician who subsequently failed or canceled four appointments. I asked for another technician. That technician left a voice message on a Friday night to telling me that he would be at my house at 1:00pm. I contacted the technician and said that that would not be possible since I was delivering a eulogy at a funeral at that time. I offered a 4:00pm time, but he said that that would not be possible and he had no other openings for months -- that this was a one-time only offer. I have contacted CXN repeatedly as well as Asurion. All I get is the message that they are working on this. It is clear to me that Asurion does not have the resources to honor the maintenance plan. It is Interesting is that this is billed as a "No Sweat Protection Plan." The desired resolution listed in your complaint filed with the BBB is: "Refund." Response: Asurion Services, LLC ("Asurion"), is an administrator of extended service plans, buyer protection services, and product support programs. Asurion offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience. Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter. Asurion found that on June 15, 2020, you purchased a 3-year Protection Plan ("Plan") for your ******* Elliptical Trainer stationary bicycle (the "Product") from Dick's Sporting Goods. On September 22, 2021, you initiated a preventative maintenance claim. Unfortunately, the issue has remained unresolved due to technician availability and scheduling discrepancies. Following receipt of the BBB matter, on December 17, 2021, an Asurion Resolution Specialist informed you that Maranatha Service has accepted the job and a technician will contact you in the upcoming days to schedule service after the Christmas holiday. Please accept our sincerest apology for any inconvenience this may have caused as we work through a resolution to bring the matter to a satisfactory conclusion. If you have any additional questions or concerns, please contact met directly. I am available by email between the hours of 9am and 4pm CST, Monday through Friday. Regards, Joy C********* Senior Writer Asurion Phone: ************ Fax: ************ Email: JC*********@asurion.com Complaint Response Date bumped because: Holiday Complaint Response Date bumped because: Holiday Consumer Response /* (2000, 10, 2022/01/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have been contacted regarding the maintenance, and the provider SEEMS to be sincerely interested in completing the maintenance. I reserve the right to refile if this company does not live up to the maintenance agreement.

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi I have shipped back immediately after receiving and get your approval to ship back my headphones but when I check the status it's saying time to pack on the check my status on my repair and by now they would have validated the retrieval and attempt to resolve the problem and they have no contact even stating a status update that it's been received? Tracking number is showing invalid even though the receipt shows its was in *** hands on it's way to Asurion at 9/22/21 Monday at 5:46:04 pm EST Gives all information neccessary to provide any information and I want my ***** fully returned and fixed or a brand new pair of Authentic Studio 3 wireless headphones by ****** by ***** plus tax and shipping and handling or etc charges incurred if you e lost it.

  Business response

  01/13/2022

  Business Response /* (1000, 5, 2021/12/20) */ December 20, 2021 ****** ******** ************************************* RE: Case ID # ******** Dear Ms. ********, In connection with the above-referenced matter filed with the Better Business Bureau ("BBB"), we submit the following response below. The matter you filed with the BBB states: "Hi I have shipped back immediately after receiving and get your approval to ship back my headphones but when I check the status it's saying time to pack on the check my status on my repair and by now they would have validated the retrieval and attempt to resolve the problem and they have no contact even stating a status update that it's been received? Tracking number is showing invalid even though the receipt shows it was in ups hands on its way to Asurion at 9/22/21 Monday at 5:46:04 pm EST Gives all information necessary to provide any information and I want my ***** fully returned and fixed or a b***d new pair of Authentic Studio 3 wireless headphones by ****** by ***** plus tax and shipping and handling or etc charges incurred if you e lost it." The following is your desired resolution: "I want a b***d new pair of authentic studio 3 wireless headphones by ****** AND ***** INCLUDING SHIPPING AND TAX AND HANDLING AT A RATE THAT WILL COVE; Find my device and repair it mint condition ; Contact by the business" Response: Asurion Services, LLC ("Asurion") is an administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider. When we learn that a customer's experience has not met their or our expectations, we undertake a full review of the customer's t***saction history with the aim to, where possible, remediate the matter and, when necessary, make changes to improve the delivery of our services. Based on that review, we determined that you enrolled in an Asurion Home+ Protection Plan (the "Plan"), on February 1, 2021. On October 18, 2021, you filed a claim on ***** Electronics LLC Headphones (the "Product") because the right inner earpiece was broken. After receiving the required claim facilitation form and service fee from you, Asurion processed the claim and sent you a shipping label to send the Product to our service depot for repair. Asurion's service depot received the Product, completed the repair, and returned the Product to you on November 4, 2021. However, on November 9, 2021, you filed a claim on the Product because it was still broken. Asurion processed the claim and sent you a shipping label to send the Product to our service depot for service. Asurion's service depot received the Product and submitted the Product for reimbursement for the fair market value of the Product ($100) and the service fee paid ($52.43) on November 30, 2021. On December 15, 2021, as a customer courtesy, Asurion offered you reimbursement in the total amount of $200, which you accepted. Asurion has processed the reimbursement, which you should receive within 10 business days. Receipt of reimbursement fulfills Asurion's obligation under the Plan. We sincerely apologize for the frustration caused. At this time, we will consider this matter closed. If you have any other questions, I am available by email Monday through Friday between the hours of 9:00am and 4:00pm CT. Regards, *********** Staff Counsel ***********@asurion.com

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased Asurion extender warranty through ****** for *********** 5 console. Order# *******************. Controller broken and cannot get warranty service through Asurion. So far only a complete run-around. First told item was under **** warranty, which it is not. Then told claim ********** was approved and return label would be provided in 24 hours. 5 days later no label. Next told warranty would have to be re-filed and label would be sent in 2 hours. Again, no label provided. Per Asurion warranty listing: "EASY CLAIMS PROCESS: File a claim anytime online or by phone. Most claims approved within minutes. If we can't repair it, we'll send you an ****** e-gift card for the purchase price of your covered product or replace it." Where is the service, where is the label? Where is the ****** gift card for a replacement controller? Asurion has provided NOTHING. No warranty has not been provided at all, just a complete run-around that results in nothing being resolved.

  Business response

  12/21/2021

  Business Response /* (1000, 6, 2021/12/21) */ December 21, 2021 ***** **** *************************************** **mplaint ID # ******** Dear Mr. ****, 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 November 29, 2021, you state: "Purchased Asurion extender warranty through ****** for *********** 5 console. Order# *******************. **ntroller broken and cannot get warranty service through Asurion. So far only a complete run-around. First told item was under **** warranty, which it is not. Then told claim ********** was approved and return label would be provided in 24 hours. 5 days later no label. Next told warranty would have to be re-filed and label would be sent in 2 hours. Again, no label provided. Per Asurion warranty listing: "EASY **AIMS PRO**SS: File a claim anytime online or by phone. Most claims approved within minutes. If we can't repair it, we'll send you an ****** e-gift card for the purchase price of your covered product or replace it." Where is the service, where is the label? Where is the ****** gift card for a replacement controller? Asurion has provided NOTHING. No warranty has not been provided at all, just a complete run-around that results in nothing being resolved." The desired resolution listed in your complaint filed with the BBB is: "Store credit." Response: Asurion Services, LL**("Asurion"), is an administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider. 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 December 6, 2020, you purchased a 3-year Electronics Protection Plan ("Plan") for your **** Video Game Player ("Product") from ******. On November 24, 2021, you initiated a claim because the Product's game controller was not functioning properly. Unfortunately, as of the date of the BBB filing the issue has remained unresolved. Following receipt of the BBB matter, Asurion completed a subsequent review of your concerns and determined your Product was registered incorrectly. Asurion resolved the matter by updating the Product's registration and refiled the claim. In addition, a prepaid shipping label was sent to your email address for you to return the Product's game controller for repair. On December 20, 2021, you communicated with an Asurion representative by email and confirmed that the shipping label was received and Product was sent to Asurion's service depot via the UPS tracking number ******************. If you have any additional questions or concerns, please contact me directly using the information below. I am available to accept telephone calls between the hours of 9 am and 4 pm **T, Monday through Friday. Regards, ************** Senior Writer, Asurion Phone: ************ Fax: ************ Email: ***********@asurion.com **mplaint Response Date bumped because: Holiday **mplaint Response Date bumped because: Holiday **nsumer Response /* (2000, 7, 2022/01/03) */ The business has resovled this by repairing the item in question. This complaint may be closed as resolved. Thank you for your assistance. ** **** **nsumer Response /* (131, 11, 2022/04/07) */ Purchased Asurion warranty for *********** 5 game system in Dec 2020, ****** order # Order# XXX-XXXXXXX-XXXXXXX. **ntroller stopped working and was returned to Asurion Dec 2021. Asurion then returned the controller to me as "cleaned". It worked for appprox 8 weeks then stopped working again. **ntacted Asurion by email to resolve with no response. Asurion needs to provide a working replacement or ****** gift card for $74.54 per terms posted on ****** website at time of purchase: " If we can't repair it, we'll send you an ****** e-gift card for the purchase price of your covered product or replace it." Desired resolution: store credit **nsumer Response /* (2000, 15, 2022/04/22) */ Business has provided payment for a replacement item. This may be closed as resolved. Thank you for your assitance. ** ****

• Initial Complaint

  11/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  my phone number is ************. the assurance wireless number, which i never use so don't try calling it, is ************ and that carrier is *******. my real phone is spectrum. so here we go once more: i got an email today informing me that asurion is taking money out of my bank account! here is the exact message: Hi there, Thank you very much for your Asurion Protection Plan purchase on*******. You purchased the Asurion 3 year Electronics Protection Plan $20-29.99 to keep your product protected! Our job is to bring you peace of mind, and that starts right now. We'd love it if you could let us know why you chose to protect your product and leave a review on*******. It helps other customers make more informed decisions and inspires us to continue offering coverage that leaves our customers feeling safe and worry-free. Thanks in advance for your thoughts and feedback. As always, we're here to support you when the unexpected happens! The Asurion Team ********************************** OK!!! so that does just the opposite of "give me peace of mind"! they are stealing from me. I DON"T EVEN USE A CELL PHONE!!!!!!!!! this is ridiculous! stinks. smells like a scam. criminal. please help me!

  Business response

  12/07/2021

  Consumer Response /* (2000, 8, 2021/12/01) */ i have resolved this. thank you! it was a tricky ****** thing with a partner company that seems to not really exist!

• Initial Complaint

  11/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought an insurance policy on an ****** roomba. I am getting the run around on trying to just send it in for repair. They emailed me a link with a prepaid shipping label but the link would not open. When i called them back, they said they would mail me a label. It never came. I've called multiple times now and i keep getting the run around. The person on the phone is never able to help me, and the person who can is never available. The service request number on this claim is SR **********.

  Business response

  01/10/2022

  Business Response /* (1000, 5, 2021/12/21) */ December 21, 2021 **** ******* ************************************ Re: Case #******** Dear Mr. *******, In connection with the above-referenced complaint filed with the Better Business Bureau ("BBB"), we submit the below in response. The complaint you filed with the BBB on November 27, 2021, states: "I bought an insurance policy on an ****** roomba. I am getting the run around on trying to just send it in for repair. They emailed me a link with a prepaid shipping label but the link would not open. When i called them back, they said they would mail me a label. It never came. I've called multiple times now and i keep getting the run around. The person on the phone is never able to help me, and the person who can is never available. The service request number on this claim is SR **********." The following is the desired resolution listed in your complaint: "I want reimbursement for replacement cost or the item to be repaired." Response: Asurion Services, LLC ("Asurion"), is an administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider. Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter. Asurion found that on December 2, 2017, you purchased a 4-year Product Care Plan ("Plan") for your ****** ******* vacuum (the "Product") from *******. On September 23, 2021, you initiated a claim because the product was not functioning properly. You were informed that a prepaid return label would be emailed to you to send in the Product for repair; however, as of the date of the BBB filing, you have not received the prepaid return label. Following receipt of the BBB matter, on December 1, 2021, you spoke with an Asurion Resolution Specialist and confirmed that you did receive the prepaid return label and that you were in the process of sending it to the service depot. On December 13, 2021, the Product was received by the service depot and assigned to a technician for diagnosis and repair. On December 14, 2021, the Product was repaired and returned to you. On December 20, 2021, you confirmed with an Asuron representative the Product was successfully repaired and that it was working as it should. Therefore, we believe the issues raised in the matter have been resolved. We sincerely apologize for any inconvenience this may have caused. We make a commitment to our customers to make the insurance 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 9:00am to 4:00pm CST. Regards, ************** Senior Writer, Asurion Phone: ************ Fax: ************ Email: JC*********@asurion.com Complaint Response Date bumped because: Holiday Complaint Response Date bumped because: Holiday

*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. ↩