Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Asurion sent me a phone that was defective and the LCD screen went on it after having it for a couple days and between shipping the phone and getting it was over a week they told me they wouldn’t send me a replacement working phone and told me I would have to spend $99 a second time in the week to get another phone sent to me. Pictures improvised shows the green fried rectangle in the middle of my screen clearly showing a defect on there end.

  Business Response

  Date: 04/22/2025

  April 22, 2025
  
  ***** *********
  ************************
  
  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 March 5,
  2025, states:
  
  “Asurion sent me a phone that was
  defective and the LCD screen went on it after having it for a couple days and
  between shipping the phone and getting it was over a week they told me they
  wouldn’t send me a replacement working phone and told me I would have to spend
  $99 a second time in the week to get another phone sent to me. Pictures
  improvised shows the green fried rectangle in the middle of my screen clearly
  showing a defect on there end.”
  
  The desired resolution listed in your case
  states the following:
  
  “Replacement.”
  
  Response:
  
  Asurion
  Insurance Services, Inc. (“Asurion”) is the program administrator for the
  ******* Mobile Protect Multi-Device (“*** **”) program, which is an optional
  device protection program available to customers of ******* ********.  ******* Mobile Protect Multi-Device (“VMP
  MD”) is an optional device protection program available to customers of Verizon
  Wireless.  *** ** is account-based
  coverage that allows a ******* ******** customer to cover any two (2) or three
  (3) eligible lines, depending on the number of eligible lines on their Verizon
  Wireless account, in the event a device active on one of those covered lines is
  lost, stolen, damaged, or experiences a post-warranty malfunction.  *** ** includes Wireless Phone Protection
  (“WPP”) insurance coverage, ******* Extended Warranty (“EW”) service contract
  coverage, and Mobile Secure tech support (for all devices on the account).  Asurion is the program administrator for WPP,
  which provides insurance coverage if the customer’s device is lost, stolen, or
  damaged.  Customers enrolled in the VMP
  MD program can file a claim by calling Asurion’s toll-free number or going
  online at **************************.  On February 23, 2018, you enrolled the
  wireless account in *** **, and it remains enrolled.
  
  Following the receipt of this
  matter, Asurion conducted a full review of the relevant account and claim
  history with the aim of, where possible, remedying the matter. On February 17,
  2025, you completed a claim for a damaged A**** ****** ** *** *** *******
  (“Claimed Device”) for the wireless number ending in ****.  During the claim completion process, you
  agreed to the claim terms and satisfied the $99 replacement deductible by
  credit/debit card.  On February 18, 2025,
  an ***** ****** ** *** *** ******* (“Replacement Device”) was delivered to the
  provided address. 
  Please note that all repairs and
  replacement devices fulfilled through the insurance program have a 12-month
  Asurion warranty that covers any mechanical/electrical defects as long as the
  device has not sustained any physical or liquid damage. 
  
  On March 3, 2025, you contacted
  Asurion to report that the screen of the Replacement Device had discoloration,
  with a burnt-in green rectangular.  As
  you reported that the Claimed Device had discoloration with a burnt-in green
  rectangular, which is indicative of damage to the LCD, the warranty was voided.
   As a result, you were correctly advised
  to file a new replacement claim due to the device’s damage, which would require
  the standard replacement deductible amount. 
  However, you opted not to continue with a replacement claim.
  
  At this time, if you would like to
  file your claim, you may do so online at www.phoneclaim.com or by contacting
  our claims department at ###-###-####.
  
  Regards,
  
  Victoria W****, Regulatory
  Complaints
  ***** **************************
  
  
  
  
  
  

  Business Response

  Date: 04/23/2025

  **** ***** ********* ******* **
  ***** *** ****
  
  ***** *********
  ************************
  
  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 March 5, 2025, states:
  
  “Asurion sent me a phone that was defective and the LCD screen went on it after having it for a couple days and between shipping the phone and getting it was over a week they told me they wouldn’t send me a replacement working phone and told me I would have to spend $99 a second time in the week to get another phone sent to me. Pictures improvised shows the green fried rectangle in the middle of my screen clearly showing a defect on there end.”
  
  The desired resolution listed in your case states the following:
  
  “Replacement.”
  
  Response:
  
  Asurion Insurance Services, Inc. (“Asurion”) is the program administrator for the ******* Mobile Protect Multi-Device (“*** **”) program, which is an optional device protection program available to customers of ******* ********.  ******* Mobile Protect Multi-Device (“*** **”) is an optional device protection program available to customers of ******* ********.  *** ** is account-based coverage that allows a ******* ******** customer to cover any two (2) or three (3) eligible lines, depending on the number of eligible lines on their ******* ******** account, in the event a device active on one of those covered lines is lost, stolen, damaged, or experiences a post-warranty malfunction.  *** ** includes Wireless Phone Protection (“WPP”) insurance coverage, ******* Extended Warranty (“EW”) service contract coverage, and Mobile Secure tech support (for all devices on the account).  Asurion is the program administrator for WPP, which provides insurance coverage if the customer’s device is lost, stolen, or damaged.  Customers enrolled in the *** ** program can file a claim by calling Asurion’s toll-free number or going online at **************************.  On February 23, 2018, you enrolled the wireless account in *** **, and it remains enrolled.
  
  Following the receipt of this matter, Asurion conducted a full review of the relevant account and claim history with the aim of, where possible, remedying the matter. On February 17, 2025, you completed a claim for a damaged ***** ****** ** *** *** ******* (“Claimed Device”) for the wireless number ending in ****.  During the claim completion process, you agreed to the claim terms and satisfied the $99 replacement deductible by credit/debit card.  On February 18, 2025, an ***** ****** ** *** *** ******* (“Replacement Device”) was delivered to the provided address. 
  Please note that all repairs and replacement devices fulfilled through the insurance program have a 12-month Asurion warranty that covers any mechanical/electrical defects as long as the device has not sustained any physical or liquid damage. 
  
  On March 3, 2025, you contacted Asurion to report that the screen of the Replacement Device had discoloration, with a burnt-in green rectangular.  As you reported that the Claimed Device had discoloration with a burnt-in green rectangular, which is indicative of damage to the LCD, the warranty was voided.  As a result, you were correctly advised to file a new replacement claim due to the device’s damage, which would require the standard replacement deductible amount.  However, you opted not to continue with a replacement claim.
  
  At this time, if you would like to file your claim, you may do so online at www.phoneclaim.com or by contacting our claims department at ###-###-####.
  
  Regards,
  
  Victoria W****, Regulatory Complaints
  Email Victoria.W****@asurion.com