ComplaintsforN.E.W. Customer Service Companies, LLC

• Initial Complaint

  11/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 11th 2021 I had a problem with my ******* 8 Plus and called **** to have it replaced. I filed the claim and waited for the phone to be shipped. I got the phone, and sent the defective phone back. A couple of months ago I noticed a $24.99 charge on my bank account for Asurion Home Protection. I called the bank I use and challenged the charges as I knew I had not authorized those charges to my card. On November 24,2021 I called and told the representative that I got a notice that my account needed to be updated. I called and told the representative that I did not ever authorize the representative to sign me up for this service and she said that it was cancelled. I also told her that I challenged the charges and she said that they are only able to refund 3 months worth of charges to our account. THEY FRAUDULENTLY SIGNED ME UP and now they can only refund me 3 months worth of charges !!!!! I want our money back !!! I use **** and I know I didn't sign myself up for the plan. Please help me get ALL of my money back !!

  Business response

  01/13/2022

  Business Response /* (1000, 8, 2021/12/21) */ December 21, 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: "On February 11th 2021 I had a problem with my ******* 8 Plus and called **** to have it replaced. I filed the claim and waited for the phone to be shipped. I got the phone, and sent the defective phone back. A couple of months ago I noticed a $24.99 charge on my bank account for Asurion Home Protection. I called the bank I use and challenged the charges as I knew I had not authorized those charges to my card. On November 24,2021 I called and told the representative that I got a notice that my account needed to be updated. I called and told the representative that I did not ever authorize the representative to sign me up for this service and she said that it was cancelled. I also told her that I challenged the charges and she said that they are only able to refund 3 months worth of charges to our account. THEY FRAUDULENTLY SIGNED ME UP and now they can only refund me 3 months worth of charges !!!!! I want our money back !!! I use **** and I know I didn't sign myself up for the plan. Please help me get ALL of my money back !!" The following is your desired resolution: "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. 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 11, 2021. On October 20, 2021, you called Asurion to cancel your account. Upon receipt of this matter, Asurion cancelled your Plan and advised you of the cancellation. Additionally, Asurion submitted a reimbursement for all monthly fees paid since February 11, 2021. On November 30, 2021, an Asurion Resolution Specialist contacted you to advise of the reimbursement but was unable to reach you. We sincerely apologize for the frustration caused and hope you are satisfied with the final resolution. At this time, we will consider this matter closed. Customer satisfaction is the ultimate measurement of our success, and your feedback is instrumental in identifying opportunities for continuous improvement. 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

  11/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to obtain service for my ********* refrigerator purchased last year at ********** for 11 days. The first service provider does not have a working number and never showed to the house. Repeated phone calls and being put on hold numerous times for 20 minutes and longer and as of today 11/23/2021, they are just NOW starting the process of scheduling another tech to come to the house, which they state will take an additional 24 hours. This process began on 11/12 and and it will be 11/26/21 before they even come up with another provider's name. I think this company is a fraudulent company that takes money for services they have not intention of providing. I think ********** is complicit in this fraudulent activity by selling merchandise with a so-called "Protection Plan" which is a scam.

  Business response

  12/21/2021

  Business Response /* (1000, 5, 2021/12/14) */ December 14, 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 been trying to obtain service for my ********* refrigerator purchased last year at ***********for 11 days. The first service provider does not have a working number and never showed to the house. Repeated phone calls and being put on hold numerous times for 20 minutes and longer and as of today 11/23/2021, they are just NOW starting the process of scheduling another tech to come to the house, which they state will take an additional 24 hours. This process began on 11/12 and and it will be 11/26/21 before they even come up with another provider's name. I think this company is a fraudulent company that takes money for services they have not intention of providing. I think ***********is complicit in this fraudulent activity by selling merchandise with a so-called "Protection Plan" which is a scam." Your desired resolution states: "Repair; Replacement; Finish the job" 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 July 18, 2020, you purchased a ********* Refrigerator with Ice Maker (the "Product") and enrolled in a 5-Year Protection Plan (the "Plan") from The *********** On November 12, 2021, you filed a claim on the Product due to an intermittant noise coming from the back of the Product. After troubleshooting with Asurion was unsuccessful, Asurion assigned the claim to ****************, LLC, who scheduled the service appointment for November 17, 2021. On November 18, 2021, you advised ASP that ****************, LLC did not show up for the service appointment. Asurion advised you that we sent a follow-up to the service center to confirm an appointment date but was unable to reach them. You then requested a different service center, and Asurion advised you that they would research available service centers and set up service. On November 23, 2021, Asurion advised you that the only available service center within 100 miles was ****************, LLC but that ASP would continue to research other available service centers. Upon receipt of the matter you filed with the BBB, Asurion conducted a full review of your claim history. Asurion was able to set up a service appointment with an alternative service center, ***** Factory Service, for December 3, 2021. On December 3, 2021, the service technician determined that the Product did not have any mechanical or electrical failure and was working properly. The service technician adjusted the back of the Product, and the noise stopped. On December 10, 2021, an Asurion Resolution Specialist confirmed with you that the Product is working properly and is not making any noise. The ASP Resolution Specialist also advised that if you need any further assistance, you may call (844) 529-2701 for immediate assistance. We sincerely apologize for any inconvenience or frustration caused to you and hope you are satisfied with the final resolution. 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, Callie T*** Staff Counsel Callie.t***@asurion.com

• Initial Complaint

  11/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have insurance on a refrigerator and we have turned in a claim on it however they will not been able to give a definite date on when they will be able to fix or replace this appliance. They refuse to use any local service or have ********** replace it where we purchased the item in the first place. The claim was placed on the 12th of November and have not confirmed a date to come an inspect the damage. When calling for updates they only state that it has been expedited.

  Business response

  01/10/2022

  Business Response /* (1000, 9, 2021/12/22) */ December 22, 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: "We have insu***ce on a refrigerator and we have turned in a claim on it however they will not been able to give a definite date on when they will be able to fix or replace this appliance. They refuse to use any local service or have **** ***** replace it where we purchased the item in the first place. The claim was placed on the 12th of November and have not confirmed a date to come an inspect the damage. When calling for updates they only state that it has been expedited." 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 November 6, 2019, you purchased a ** Refrigerator ("Product") from The **** ***** and enrolled in a 5-Year Protection Plan ("Plan"). On November 12, 2021, you filed a claim with Asurion for your Product because it was not working properly. Troubleshooting was unsuccessful and Asurion assigned your claim to a Service Repair Center and tentatively scheduled service for November 30, 2021. On November 17, 2021, you contacted Asurion as you were upset that repair service was not available sooner than November 30, 2021. Unfortunately, Asurion was unable to locate a Service Repair Center with any available service appointments before November 30, 2021. Asurion subsequently offered you the option of sourcing a Service Repair Center yourself and reimbursing you for any costs incurred associated with the repair appointment. On November 30, 2021, a Service Technician came to your home, inspected your Product, and ordered replacement parts. On December 15, 2021, a Service Technician returned to your home, installed replacement parts, and advised Asurion that your Product was in proper working order. On December 16, 2021, an Asurion Resolution Specialist called you to confirm whether the Product is working to your satisfaction and left a voicemail with their contact information. At your convenience, we ask that you please contact the Asurion Resolution Specialist via the contact information provided to confirm that your Product has successfully been repaired. 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 Complaint Response Date bumped because: Holiday Complaint Response Date bumped because: Holiday

• Initial Complaint

  11/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/21, my claim for an ID Printer was immediately approved. I sent it in on 10/1 and on 10/5 I got an email confirming that they have begun working on it. On 10/7, I got another email that they were still working on it. Around 10/15, I learned that they weren't able to fix it and instead would offer me money but first I needed to submit a Claims Facilitation Form, which I subsequently did on numerous occasions because their website would erroneously keep kicking my Claim back into an "In Review" status. During the next 2 weeks of dealing with this new frustration, my claim was approved over and over again. In fact, no fewer than 10 sets of eyeballs saw and subsequently approved my claim....until...they found out how expensive this ID Printer was and then they started back-tracking and stalling. It is a commercial printer and should never have been approved, I was told. Yet it was, MANY times and they even accepted it and started working to repair it. I finally found a common sense agent who agreed that even if it was by mistake, Asurion should stand by their word, that changing their mind now only reeks of shadiness. My claim was approved yet again and all that was left was to determine the total amount they would send to me via ***********. On Thurs 11/4 I was told that I would get a call in 2 days after they worked with the "*** of electronics" to determine a fair amount. After almost 2 months of too many hours on hold and talking to over 30 different people, I was excited to finally be near the finish line. But on Mon 11/8, I got a voicemail that my claim was instead denied and no money would be offered after all. To add insult to injury (and only upon my own insistence), I learned my printer would not be returned to me because it was disposed of long ago when they couldn't fix it. For this "unfortunate inconvenience," they offered to reimburse me only $900 for a $3,000+ ID Printer. After declining, a manager was to call me within 72 hours. I'm still waiting.

  Business response

  01/24/2022

  Business Response /* (1000, 5, 2021/12/17) */ December 17, 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 on November 19, 2021 states: "On 9/21, my claim for an ID Printer was immediately approved. I sent it in on 10/1 and on 10/5 I got an email confirming that they have begun working on it. On 10/7, I got another email that they were still working on it. Around 10/15, I learned that they weren't able to fix it and instead would offer me money but first I needed to submit a Claims Facilitation Form, which I subsequently did on numerous occasions because their website would erroneously keep kicking my Claim back into an "In Review" status. During the next 2 weeks of dealing with this new frustration, my claim was approved over and over again. In fact, no fewer than 10 sets of eyeballs saw and subsequently approved my claim....until...they found out how expensive this ID Printer was and then they started back-tracking and stalling. It is a commercial printer and should never have been approved, I was told. Yet it was, MANY times and they even accepted it and started working to repair it. I finally found a common sense agent who agreed that even if it was by mistake, Asurion should stand by their word, that changing their mind now only reeks of shadiness. My claim was approved yet again and all that was left was to determine the total amount they would send to me via ***********. On Thurs 11/4 I was told that I would get a call in 2 days after they worked with the "KBB of electronics" to determine a fair amount. After almost 2 months of too many hours on hold and talking to over 30 different people, I was excited to finally be near the finish line. But on Mon 11/8, I got a voicemail that my claim was instead denied and no money would be offered after all. To add insult to injury (and only upon my own insistence), I learned my printer would not be returned to me because it was disposed of long ago when they couldn't fix it. For this "unfortunate inconvenience," they offered to reimburse me only $900 for a $3,000+ ID Printer. After declining, a manager was to call me within 72 hours. I'm still waiting." The following is your desired resolution: "Refund; Contact by the business; 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. 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 April 21, 2021, you enrolled in the Asurion Home+ Protection Plan (the "Plan"). On September 20, 2021, you initated a claim for your ***** ************ printer (the "Product") due to a ribbon jam. You sent in the Product for repair, but it was deemed unrepairable and reimbursement was authorized. However, during the reimbursement process, it was discovered that the Product was a commercial product, which is not covered under the Plan. In order to provide an amicable resolution, reimbursement was subsequently approved, and pursuant to the Plan terms and conditions, you were offered the current fair market value of the Product. You disagreed with the reimbursement amount and argued that the Product's purchase price was over $3,000.00. Following receipt of the BBB matter, Asurion confirmed that on December 11, 2021, the matter was resolved when you accepted the $2,000.00 reimbursement offer, which is the maximum amount Asurion will pay for any single claim under the Plan. 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 claim process easy and convenient, and we truly regret that this was not so when you contacted us. 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, *** C********* Senior Writer, Asurion Phone: ************ Fax: ************ Email: ***********@asurion.com Consumer Response /* (3000, 7, 2021/12/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thanks for your response, ***, but where specifically does it state that commercial products are not covered under the plan? I have read the 501 v.3 (12/18) T&C and nowhere do I see such a reference. Quite the opposite, in fact, there is a list of products categorized as "Home Office" under section V.a titled COVERED PRODUCTS, most notably "printers and multifunction printers." The most logical place to highlight items that the Plan does not cover would be Section XII titled EXCLUSIONS, but despite a nearly full page-long list of such items, commercial products are not among them. Furthermore, "Office Products" appears as an entire section on the "What's Covered" page of your website, where it brags that Asurion Home+ covers "any make or model" of many devices, including printers. But even if you do manage to point me to a section where commercial products are excluded, it seems to me that only I would know if my ID printer was a personal or commercial product and interestingly enough, I was never asked how it was being used. For what it's worth, my career as an electrical engineer does not require the use of such a printer and so in fact, it is used only for personal hobbies of mine and creative activities with my children and their friends. In the end, I agreed to the $2,000 reimbursement offer primarily because I knew that was the limit and I just really wanted this very disappointing and difficult experience to be over. Honestly though, it would have made a more significant impression had you offered something more in addition, even if it was just a one month credit on future service. This would have demonstrated that despite your mistakes that led to this unfortunate situation, you still value me and would want to keep me as a client. Instead, I'm only left to ponder whether or not Asurion will be able to pull themselves together enough to start offering a quality plan worth paying hard-earned money for. Consumer Response /* (3000, 11, 2022/01/11) */ Please note that it is now a month since first being told I would receive a check for $2,000 and I have yet to receive this full amount. Business Response /* (4000, 13, 2022/01/12) */ January 12, 2022 ******* ***** ************************************************* RE: Case ID # ******** Dear Mr. *****, I am writing in response to the November 17, 2021 rebuttal you filed with the Better Business Bureau ("BBB") regarding Asurion's response for the above-referenced case. The matter you filed with the BBB on November 19, 2021 states: "On 9/21, my claim for an ID Printer was immediately approved. I sent it in on 10/1 and on 10/5 I got an email confirming that they have begun working on it. On 10/7, I got another email that they were still working on it. Around 10/15, I learned that they weren't able to fix it and instead would offer me money but first I needed to submit a Claims Facilitation Form, which I subsequently did on numerous occasions because their website would erroneously keep kicking my Claim back into an "In Review" status. During the next 2 weeks of dealing with this new frustration, my claim was approved over and over again. In fact, no fewer than 10 sets of eyeballs saw and subsequently approved my claim....until...they found out how expensive this ID Printer was and then they started back-tracking and stalling. It is a commercial printer and should never have been approved, I was told. Yet it was, MANY times and they even accepted it and started working to repair it. I finally found a common sense agent who agreed that even if it was by mistake, Asurion should stand by their word, that changing their mind now only reeks of shadiness. My claim was approved yet again and all that was left was to determine the total amount they would send to me via ***********. On Thurs 11/4 I was told that I would get a call in 2 days after they worked with the "KBB of electronics" to determine a fair amount. After almost 2 months of too many hours on hold and talking to over 30 different people, I was excited to finally be near the finish line. But on Mon 11/8, I got a voicemail that my claim was instead denied and no money would be offered after all. To add insult to injury (and only upon my own insistence), I learned my printer would not be returned to me because it was disposed of long ago when they couldn't fix it. For this "unfortunate inconvenience," they offered to reimburse me only $900 for a $3,000+ ID Printer. After declining, a manager was to call me within 72 hours. I'm still waiting." In your rebuttal filed with the BBB on December 25, 2021, you state: "Thanks for your response, ***, but where specifically does it state that commercial products are not covered under the plan? I have read the 501 v.3 (12/18) T&C and nowhere do I see such a reference. Quite the opposite, in fact, there is a list of products categorized as "Home Office" under section V.a titled COVERED PRODUCTS, most notably "printers and multifunction printers." The most logical place to highlight items that the Plan does not cover would be Section XII titled EXCLUSIONS, but despite a nearly full page-long list of such items, commercial products are not among them. Furthermore, "Office Products" appears as an entire section on the "What's Covered" page of your website, where it brags that Asurion Home+ covers "any make or model" of many devices, including printers. But even if you do manage to point me to a section where commercial products are excluded, it seems to me that only I would know if my ID printer was a personal or commercial product and interestingly enough, I was never asked how it was being used. For what it's worth, my career as an electrical engineer does not require the use of such a printer and so in fact, it is used only for personal hobbies of mine and creative activities with my children and their friends. In the end, I agreed to the $2,000 reimbursement offer primarily because I knew that was the limit and I just really wanted this very disappointing and difficult experience to be over. Honestly though, it would have made a more significant impression had you offered something more in addition, even if it was just a one month credit on future service. This would have demonstrated that despite your mistakes that led to this unfortunate situation, you still value me and would want to keep me as a client. Instead, I'm only left to ponder whether or not Asurion will be able to pull themselves together enough to start offering a quality plan worth paying hard-earned money for." On December 30, 2021, the following additional information was provided to the BBB: "Please note that I was told on December 11th that I would receive the reimbursement check of $2,000 in 7 to 10 business days. It is now in excess of 12 business days, and I have not received any check. At this point I respectfully request that the money be sent to me via express overnight delivery as I should not wait any longer for your mistake." On January 11, 2022, the following additional information was provided to the BBB: "Please note that it is now a month since first being told I would receive a check for $2,000 and I have yet to receive this full amount." Response: In your rebuttal, you expressed several concerns. We shall address each of those concerns, separately: (1) As an initial matter, please allow me to apologize on behalf of Asurion for any inconvenience you may have experienced as a result of this matter. Be assured that your experience is not representative of the quality and/or reliability of the service Asurion strives to provide and that your feedback regarding your claims experience will be utilized in process improvement. Customer satisfaction is the ultimate measurement of our success and your feedback is instrumental in identifying opportunities for continuous improvement. (2) Asurion acknowledges that you were offered $2,000.00 for reimbursement of your ***** ************ printer ("Product"). However, we wish to clarify that the $2,000.00 reimbursement offer was comprised of two separate checks - $1,600.00 and $400.00, both of which were forwarded to your address on or around December 16, 2021. On December 31, 2021, you confirmed receipt of the $1,600.00 check with an Asurion Resolution Specialist, and inquired about the status of the $400 remaining balance. At that time, you were advised that you would receive the $400 check seperately. Unfortunately, you later verified that the $400 check had not been received. To resolve the matter, Asurion canceled the initial $400 check that was sent to you and reissued a second check for delivery of up to 10-business days to your address on file. Again, we sincerely apologize for any misunderstanding and/or delay with respect to your reimbursement. (3) With regard to commercial products, 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 customer's residential address in the event they experience a covered failure. Pursuant to Section II. "Definitions" of the Plan terms and conditions "... (2) "you" and "your" mean the individual that purchased this Plan for residential or personal purposes;..." The Plan is not intended to cover products that are used for business or commercial purposes. However, we agree that your Product is covered by the Plan, and in order to provide an amicable resolution, the reimbursement was subsequently approved in the amount of $2,000 (the maximum amount Asurion will pay for any single claim under the Plan) which exceeds the fair market value of the Product. Based on the above, we believe the issues raised have been addressed. If you do not receive the receive the $400 check within 10-business days of the date of this letter, please contact the me or the Resolution Specialist directly. I am available by email Monday through Friday between the hours of 9:00am and 4:00pm CT. Regards, *** C********* Senior Writer, Asurion Asurion ***********@asurion.com P ************ F ************ www.asurion.com

• Initial Complaint

  11/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/30/18 I purchaced a ** side by side refrigerator and purchaced the warranty. Since then on 10/20/21 sometime during the night the freezer stopped working. I called Asurion to file my initial claim and they took all the information they needed on the appliance. They made and appointment with an ** technician to come to my home to service the freezer on 10/26/21 REF #*************** on 10/25/21 ** sent me an email canceling the appointment and the email stated that if I wasn't the one who canceled the appointment for me to call my represintative. I called the peole at Asurion and let them know the technician canceled my appointment and didn't give a reason. She put me on hold for 45 minutes and then the call was disconnected. I then called them back and was told that it was no technitian in my area and they would send me an email to let me know when someone will be coming out. I never recieved anything from Asurion. I called back several times to see if they found someone to come out and I keep getting the same apologies. Now on 11/12/21 the refrigerator stopped working. I called them and the supervisor I spoke with name was Vincent and he said he was putting in for a payout because it's been long enough and it would take 5-7 business days to get it processed. on 11/15/21 I called to make sure it was being processed because i never recieved an email from day one from them except a food loss paper. The man I talked to said that there was nothing noted from a Vincent on 11/12/21. He then said that he will look into it and send me an email letting me know what's going on by the 18th. I haven't heared from anyone, no call or email. I called Home Depot corparate office to let them know about their warrant company and they transfred me back to Asurion and still a bunch of apologies but no resolution. they gave me another ref # *************** and claims they're going to find a tech to come to my home but the holiday is next week. I have no food or refrigerator.

  Business response

  12/21/2021

  Business Response /* (1000, 5, 2021/12/15) */ December 15, 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 1/30/18 I purchaced a ** side by side refrigerator and purchaced the war***ty. Since then on 10/20/21 sometime during the night the freezer stopped working. I called Asurion to file my initial claim and they took all the information they needed on the appliance. They made and appointment with an ** technician to come to my home to service the freezer on 10/26/21 REF #*************** on 10/25/21 ** sent me an email canceling the appointment and the email stated that if I wasn't the one who canceled the appointment for me to call my represintative. I called the peole at Asurion and let them know the technician canceled my appointment and didn't give a reason. She put me on hold for 45 minutes and then the call was disconnected. I then called them back and was told that it was no technitian in my area and they would send me an email to let me know when someone will be coming out. I never recieved anything from Asurion. I called back several times to see if they found someone to come out and I keep getting the same apologies. Now on 11/12/21 the refrigerator stopped working. I called them and the supervisor I spoke with name was Vincent and he said he was putting in for a payout because it's been long enough and it would take 5-7 business days to get it processed. on 11/15/21 I called to make sure it was being processed because i never recieved an email from day one from them except a food loss paper. The man I talked to said that there was nothing noted from a Vincent on 11/12/21. He then said that he will look into it and send me an email letting me know what's going on by the 18th. I haven't heared from anyone, no call or email. I called Home Depot corparate office to let them know about their war***t company and they t***sfred me back to Asurion and still a bunch of apologies but no resolution. they gave me another ref # *************** and claims they're going to find a tech to come to my home but the holiday is next week. I have no food or refrigerator." Your desired resolution states: "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. 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 January 30, 2018, you purchased an ** Electronics Refrigerator ("Product") from The Home Depot and enrolled in a 5-Year Protection Plan ("Plan"). On October 22, 2021, you filed a claim with Asurion for your Product because it was not working properly. Asurion assigned your claim to ** Electronics. At this time you also filed a food loss reimbursement claim. Between October 25, 2021, and November 9, 2021, ** attempted to assign your claim to a Service Repair Center but was unable to locate any available technicians. On November 11, 2021, your claim was assigned to a Service Repair Center, and service was tentatively scheduled for November 30, 2021. On December 10, 2021, ** processed a pro-rata reimbursement for your Product in the amount of $797.49. An Asurion Resolution Specialist subsequently advised that once you receive reimbursement from **, Asurion will process reimbursement for the remainder of the purchase price of your Product, plus applicable taxes. At this time, an Asurion Resolution Specialist is standing by to facilitate in processing the balance of your reimbursement. Once you receive reimbursement from **, please contact the Asurion Resolution Specialist you have been working with to complete the reimbursement process. We sincerely apologize for the delay in receiving reimbursement and any inconvenience caused as a result. 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, Callie T*** Staff Counsel callie.t***@asurion.com

• Initial Complaint

  11/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1 January 2020 I purchased an ***** Watch Series 5 44mm from AAFES (Army Air Force Exchange) for $429. I also purchased a two year protection plan through Asurion for $39.99. In August of 2021 I noticed that the microphone had stopped working and the battery was not fully charging so I filed a claim with Asurion on 7 August 2021. I mailed the watch to them for repairs. It took 30 days for me to get an update and that was only after I called to check on the progress on 7 September. I was told on 7 September that the parts to fix the watch had been ordered and they were waiting for them to come in and that I would be called back within 24 hours with a status. I never got a call. I called a week later to check on the progress and was told that the parts were on back order and that I would get a call within 72 hours with an update. I never got a call. I called back at the end of September to check and was told that the parts were no longer made and that my claim had moved into the buyout (refund) process and once approved within 72 business hours a check would be mailed to me for the full purchase price plus taxes and that I would get a call to confirm this. I never got a call. on 7 October 2021 I called for an update was told that it should have already been approved by the review office so I was transferred to a supervisor so they could follow up on it. I was placed on hold for over an hour and a half before it was answered and the supervisor had assured me that the claim would be approved and a check would be mailed and I would get a call within 24 hours confirming the check was mailed. Again, I never got a call. Since the 7th of October I have been calling every 3 to 4 days and am told the same thing that someone **** call me with an answer within 24-48 hours and no one ever calls. I have been told several time that the claim has been approved that they **** mail a check and call and I still have not gotten a call or a check. See attached for receipt and cla

  Business response

  01/12/2022

  Business Response /* (1000, 8, 2021/12/17) */ December 17, 2021 ******* ******* ************************************************* Re: Case # ******** Dear Mr. *******, 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 November 18, 2021, states: "On 1 January 2020 I purchased an ***** Watch Series 5 44mm from AAFES (Army Air Force Exchange) for $429. I also purchased a two year protection plan through Asurion for $39.99. In August of 2021 I noticed that the microphone had stopped working and the battery was not fully charging so I filed a claim with Asurion on 7 August 2021. I mailed the watch to them for repairs. It took 30 days for me to get an update and that was only after I called to check on the progress on 7 September. I was told on 7 September that the parts to fix the watch had been ordered and they were waiting for them to come in and that I would be called back within 24 hours with a status. I never got a call. I called a week later to check on the progress and was told that the parts were on back order and that I would get a call within 72 hours with an update. I never got a call. I called back at the end of September to check and was told that the parts were no longer made and that my claim had moved into the buyout (refund) process and once approved within 72 business hours a check would be mailed to me for the full purchase price plus taxes and that I would get a call to confirm this. I never got a call. on 7 October 2021 I called for an update was told that it should have already been approved by the review office so I was transferred to a supervisor so they could follow up on it. I was placed on hold for over an hour and a half before it was answered and the supervisor had assured me that the claim would be approved and a check would be mailed and I would get a call within 24 hours confirming the check was mailed. Again, I never got a call. Since the 7th of October I have been calling every 3 to 4 days and am told the same thing that someone **** call me with an answer within 24-48 hours and no one ever calls. I have been told several time that the claim has been approved that they **** mail a check and call and I still have not gotten a call or a check. See attached for receipt and cla" The desired resolution listed in your case states the following: "Refund; I would like the full purchase price refunded for the watch like promised." 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. Following the receipt of this matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter related to your ***** Smart Watch ("Product") purchased from AAFES on January 1, 2020, and the 2-Year Protection Plan ("Plan") also purchased. To resolve the matter, on November 26, 2021, Asurion authorized for you to receive reimbursement under the Plan for the price you paid for your Product. A Resolution Specialist contacted you and informed you of the claim decision and advised that you would receive a reimbursement check in the amount of $429 within 7-15 business days. Receipt of the above-referenced reimbursement - which represents the sales price paid for the Product - **** fulfill all of Asurion's obligations to you under your Plan and satisfies the resolution sought by and listed in your complaint. Therefore, we consider this matter addressed. We sincerely apologize for your frustration. 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. Regards, ********** Senior Writer, Regulatory Complaints Phone ************ Fax ************ Email **********@asurion.com

• Initial Complaint

  11/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an********** m17 laptop from AAES in oct 2020. I purchased a 2 year protection plan. I sent the laptop in after it started sparking and smoking. I was told it was not repairable. There was a buyout request submitted and I was informed I would be receiving a reimbursement and I told the representative I was purchasing another laptop and asked when I could expect the check. They said 7-10 business days. I received a call today stating a replacement that's comparable was mailed out. I already was told my check was being mailed out so I purchased another device. I would like for the replacement to be canceled and the reimbursement processed as I was advised.

  Business response

  11/22/2021

  Consumer Response /* (2000, 6, 2021/11/18) */ Reached out to corporate and received a phone call stating they have reviewed my complaint regarding the laptops not meeting the value of my original device and are reviewing the refund request. That I should receive the check next week.

• Initial Complaint

  11/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for their cell phone insurance through ***** plus protect. I have attempted to file a claim for my phone because the screen cracked and this is something that they cover. It has been impossible to get anyone to return messages and they keep telling me they need more proof that I currently have the phone in service. I have sent them everything I possibly can to prove my phone is in service. Now they won't return my messages. What should be a simple claim is turning into them avoiding me and waiting me out to just give up.

  Business response

  01/05/2022

  Business Response /* (1000, 8, 2021/12/15) */ December 15, 2021 ***** ********** **************************************** Re: Case # ******** Dear Ms. **********, 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 November 16, 2021, states: "I signed up for their cell phone insurance through yahoo plus protect. I have attempted to file a claim for my phone because the screen cracked and this is something that they cover. It has been impossible to get anyone to return messages and they keep telling me they need more proof that I currently have the phone in service. I have sent them everything I possibly can to prove my phone is in service. Now they won't return my messages. What should be a simple claim is turning into them avoiding me and waiting me out to just give up." The desired resolution listed in your case states the following: "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. Asurion's records reflect that on September 26, 2021, you enrolled in Yahoo Plus Mobile Protection Plan ("Plan"). On November 17, 2021, Asurion received the required documentation, and your claim was approved for repair. During the claim process you were offered the Mail in Repair ("MIR") option that allowed you to mail the Claimed Device to our authorized repair center ("Asurion Depot"), for the applicable repair service fee. Upon completion of the repair, the repaired Claimed Device will be returned to you. To date, the Claimed Device has not been received at the Asurion Depot for repair and there have been no further contacts from you. Therefore, your claim has not been completed and still open for screen repair. If you still wish to continue with the claim, you may use the pre-paid envelope provided to you to mail the Claimed Device to the Asurion Depot for repair. Based on the above, we will consider this matter addressed. Regards, Jazz J**** Senior Writer, Regulatory Complaints Phone ************ Fax ************ Email Jazz.J****@asurion.com

*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. ↩