Complaints

This profile includes complaints for N.E.W. Customer Service Companies, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

N.E.W. Customer Service Companies, LLC has 6 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  N.E.W. Customer Service Companies, LLC

  Nashville, TN 37203-3421

  
• 

  Power Plus

  PO Box 1340 Sterling, VA 20167

• 

  N.E.W. Customer Services Companies, LLC

  22894 Pacific Blvd Ste 122 Dulles, VA 20166

• 

  N.E.W. Customer Service Companies, LLC

  82 Totowa Road Wayne, NJ 07470

• 

  N.E.W. Customer Service Companies, LLC

  140 11th Avenue North Nashville, TN 37203

  

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:06/16/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Hi This is ******** *****. I bought extended warranty plan from Asurion of order number ORDER # ***-6033380-1642620 Amazon Order DELSEY PARIS Helium DLX Softside Expandable Luggage with Spinner Wheels, Navy Blue, Checked-Large 29 Inch and i also bought 4 years luggage Protection with same in 2023. Recently I have seen this bag moving handle jammed and it is not moving, suitcase is not broken or anything, i carefully handled it, after two years of this expensive luggage having some issues and moving handle (up and down handle) is completely jammed, the reason of my complain, I have been trying to register a claim online, neither their website logging me in with OTP code and nor through Amazon link, I am trying to put my login/password to file claim but their junk website is not sending me code on my email address, and also unknown error on second option when I have to login through ******, none of this option is working, maybe they are fake or scamming people.. I have no idea, I have to file a claim. I am surprised this company gets A accreditation. Please register my claim, this is the second time in six years I have had problems with this company.

  Business Response

  Date: 07/08/2025

  July 8, 2025
  
  ******** *****
  ***************
  ******, TX 76040
  
  Complaint ID # ********
  
  Dear ******** *****,
  
  In connection with the above-referenced matter filed with the Better Business Bureau (BBB), we submit the below in response.
  
  In the matter you filed with the BBB, you state:
  
  Hi This is ******** *****. I bought extended warranty plan from Asurion of order number ORDER # ***-6033380-1642620 Amazon Order DELSEY PARIS Helium DLX Softside Expandable Luggage with Spinner Wheels, Navy Blue,Checked-Large 29 Inch and i also bought 4 years luggage Protection with same in 2023. Recently I have seen this bag moving handle jammed and it is not moving,suitcase is not broken or anything, i carefully handled it, after two years of this expensive luggage having some issues and moving handle (up and down handle) is completely jammed, the reason of my complain, I have been trying to register a claim online, neither their website logging me in with OTP code and nor through Amazon link, I am trying to put my login/password to file claim but their junk website is not sending me code on my email address, and also unknown error on second option when I have to login through ******, none of this option is working, maybe they are fake or scamming people.. I have no idea, I have to file a claim. I am surprised this company gets A accreditation. Please register my claim, this is the second time in six years I have had problems with this company.
  
  The desired resolution listed in your matter is:
  
  Refund; Repair; Replacement.
  
  Response:
  
  After receiving your matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, amicably resolve your matter.  According to our records, you recently filed a claim for your Delsey luggage set (the Product) under your Amazon protection plan (the Plan).  The Plan is an optional service contract that provides coverage for the mechanical or electrical failure of your Product caused by defects in materials and/or workmanship; normal wear and tear; dust, heat, or humidity; and power surges.
  
  You filed a claim for your Product due to a malfunctioning handle. Unfortunately, the resolution of your claim was delayed due to issues with account verification and Product registration.
  
  According to our records, on June 18, 2025, the matter was resolved when a Product reimbursement was authorized and issued to you.  Therefore, we believe the issue raised in this matter has now been resolved.  We apologize for any inconvenience this matter has caused you and we appreciate the opportunity to resolve it.  We understand that your time is important, and again apologize for any inconvenience this delay caused you. 
  
  If you have any further questions or concerns, you may contact me by email.  I am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m.CST.
  
  Regards,
  
  **** ******
  Asurion, Regulatory Affairs
  Email ****************************************
  

  Customer Answer

  Date: 07/09/2025

   
  Better Business Bureau:
  
  I accept it ! They refunded me 

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:06/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a warranty Jan 2024on a vacuum cleaner and started having problems with it in May 2025. I have sent to vacuum for repairs four (4) times and would like a refund. I have called numerous time asking for management to help me resolve the matter and get a refund but each time I was met with resistance. Per the warranty agreement if an item is repaired three (3) times the customer is offered a replacement or refund. Because my husband is a disabled veteran and has a support dog, the vacuum is an intrinsic necessity for me, therefore I had to purchase another vacuum after the first second time I returned the vacuum. I am asking for assistance resolving this matter with a refund asap. Thank you for your assistance.

  Business Response

  Date: 07/08/2025

  July 8, 2025
  
  ****** ******
  ************************************************************************************************************
  
  Complaint ID # ********
  
  Dear ****** ******,
  
  In connection with the above-referenced matter filed with the Better Business Bureau (BBB), we submit the below in response.
  
  In the matter you filed with the BBB, you state:
  
  I purchased a warranty Jan 2024on a vacuum cleaner and started having problems with it in May 2025. I have sent to vacuum for repairs four (4) times and would like a refund. I have called numerous time asking for management to help me resolve the matter and get a refund but each time I was met with resistance. Per the warranty agreement if an item is repaired three (3) times the customer is offered a replacement or refund. Because my husband is a disabled veteran and has a support dog, the vacuum is an intrinsic necessity for me, therefore I had to purchase another vacuum after the first second time I returned the vacuum. I am asking for assistance resolving this matter with a refund asap. Thank you for your assistance.
  
  The desired resolution listed in your matter is:
  
  Refund.
  
  Response:
  
  After receiving your matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, amicably resolve your matter.  According to our records, you recently filed a claim for your Dyson vacuum (the Product) under your Amazon protection plan (the Plan).  The Plan is an optional service contract that provides coverage for the mechanical or electrical failure of your Product caused by defects in materials and/or workmanship; normal wear and tear; dust, heat, or humidity; and power surges.
  
  You filed a claim for your Product due to its failure to remain powered on.  Unfortunately, the resolution of your claim was delayed due to multiple unsuccessful repair attempts.
  
  According to our records, on June 11, 2025, the matter was resolved when a Product reimbursement was authorized and issued to you.  Therefore, we believe the issue raised in this matter has now been resolved.  We apologize for any inconvenience this matter has caused you, and we appreciate the opportunity to resolve it.  We understand that your time is important, and again apologize for any inconvenience this delay caused you. 
  
  If you have any further questions or concerns, you may contact me by email.  I am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m.CST.
  
  Regards,
  
  **** ******
  Asurion, Regulatory Affairs
  Email ****************************************
  

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23451365
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 07/09/2025

  I had to purchase another vacuum cleaner because I had to return the original vacuum to your facility four times, which took an inordinate amount of time and effort to resolve my claim. I made numerous calls and emails, showing patience and persistence in trying to resolve the issue. Although customer service did their best to keep me informed via emails, a language barrier ensued, and there was a lack of accountability was present. A resolution only came about after I contacted the Better Business Bureau. ******* should provide compensation for the frustration and lack of accountability displayed. 

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2-Year Sporting Goods Protection Plan from Asurion via Amazon (Order Date: December 27, 2024) for a $900+ eBike. The protection plan clearly states that it covers malfunctions after the manufacturers warranty, including parts and repairs. Recently, my eBikes frame failed during normal riding conditions. There was no crash, abuse, or misuse involved the frame simply broke under regular use.Asurion denied the claim, stating it was structural damage, despite the plan not listing this as an exclusion anywhere in the provided documentation or ****** listing. I specifically asked the representative to show where this exclusion appears, and they could not.I escalated for a formal review, which was completed and the denial still stood. I strongly believe this is a misrepresentation of the coverage I paid for. A failure of a critical component like the frame, during normal use, is the very definition of a malfunction. If frame failures are not covered, that should have been clearly disclosed in the product description.I am requesting that Asurion either honor the claim and cover repair/replacement of the damaged frame, or refund the full cost of the protection plan due to misleading advertising and denial of valid coverage.

  Business Response

  Date: 07/02/2025

  July 2, 2025
  
  ******* *******-zighelboin
  ***********************
  *****************
  
  Complaint ID # ********
  
  Dear ******* *******-zighelboin,
  
  In connection with the above-referenced matter filed with the Better Business Bureau (BBB), we submit the below in response.
  
  In the matter you filed with the BBB, you state:
  
  I purchased a 2-Year Sporting Goods Protection Plan from Asurion via Amazon (Order Date: December 27, 2024) for a $900+ eBike. The protection plan clearly states that it covers malfunctions after the manufacturers warranty, including parts and repairs. Recently, my eBikes frame failed during normal riding conditions. There was no crash, abuse, or misuse involved the frame simply broke under regular use. Asurion denied the claim, stating it was structural damage, despite the plan not listing this as an exclusion anywhere in the provided documentation or ****** listing. I specifically asked the representative to show where this exclusion appears, and they could not. I escalated for a formal review, which was completed and the denial still stood. I strongly believe this is a misrepresentation of the coverage I paid for. A failure of a critical component like the frame, during normal use, is the very definition of a malfunction. If frame failures are not covered, that should have been clearly disclosed in the product description. I am requesting that Asurion either honor the claim and cover repair/replacement of the damaged frame, or refund the full cost of the protection plan due to misleading advertising and denial of valid coverage.
  
  The desired resolution listed in your matter is:
  
  Refund.
  
  Response:
  
  After receiving your matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, amicably resolve your matter.  According to our records, you recently filed a claim for your **************** bicycle (the Product) under your Amazon protection plan (the Plan).  The Plan is an optional service contract that provides coverage for the mechanical or electrical failure of your Product caused by defects in materials and/or workmanship; normal wear and tear; dust, heat, or humidity; and power surges.
  
  You filed a claim for your Product due to damage to the frame and top tube. Unfortunately, the resolution of your claim was delayed due to an issue with the details provided during the claim process which led to a claim denial and, subsequently, an issue with the Product return.
  
  According to our records, on June 21, 2025, the matter was resolved when a Product reimbursement was authorized and initiated by Asurion.  Therefore, we believe the issue raised in this matter has now been resolved.  We apologize for any inconvenience this matter has caused you and we appreciate the opportunity to resolve it.  We understand that your time is important, and again apologize for any inconvenience this delay caused you. 
  
  If you have any further questions or concerns, you may contact me by email.  I am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m.CST.
  
  Regards,
  
  **** ******
  Asurion, Regulatory Affairs
  Email ****************************************
  

• Initial Complaint

  Date:06/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 4th, 2024, I purchased a ********** off ******. Once I added the press to my cart below it asked if I wanted to add protection plan/warranty. Gave me 3 options. I choose the 3-year plan for 36.03$. Fast Forward to June 3rd, 2025, my heat press stopped working and will not heat up. It keeps shutting off as it starts to heat up and is sparking at the wires connecting. I called into Asurion to file a claim and was told they would send me an email within two days to take it to someone to be fixed. I told them I could not wait 2 days as I had orders to complete for shirts and needed at least a replacement until it was fixed. ******* informed me this could not be done. That they needed 2 days to find someone to fix it, then I would have to take the press to this shop and wait until it was fixed. I asked to speak to manager since the item was sparking, I knew it could not be fixed and was trying to save some time. I would have to wait 2 days for them to find a repairman then wait days for them to fix it. This would be affecting my work and income. *****-id ******* supervisor came to the phone and told me she would refund me the 33$ for the warranty and that was it. I said why? She said we will cancel the warranty and give you your 33$ back but will not replace repair or refund because she said I bought a houseware warranty, and the item is a heat press and that it was not covered. It's not a houseware item. I told her this is the choice I had on the same page when I bought the heat press. She told me it was not, and I had to click on a link on that page and go see their guidelines and should not have bought this warranty. I was totally confused because this is what I was offered. All screen shots will be attached for you to see. Asurion took my money for a warranty they offered for an item I purchased and almost a year later says the item is not covered? Nor will they cover the defective item I bought it for? This does not even make sense.

  Business Response

  Date: 06/30/2025

  June
  30, 2025
  
  Linda
  M Woznick
  2708 S Webster Ave.
  Scranton, PA 18505
  
  Complaint
  ID # 23413584
  
  Dear Linda M Woznick,
  
  In
  connection with the above-referenced matter filed with the Better Business
  Bureau (“BBB”), we submit the below in response.
  
  In
  the matter you filed with the BBB, you state:
  
  “On September 4th, 2024, I purchased a heat Press off Amazon.
  Once I added the press to my cart below it asked if I wanted to add protection
  plan/warranty. Gave me 3 options. I choose the 3-year plan for 36.03$. Fast
  Forward to June 3rd, 2025, my heat press stopped working and will not heat up.
  It keeps shutting off as it starts to heat up and is sparking at the wires
  connecting. I called into Asurion to file a claim and was told they would send
  me an email within two days to take it to someone to be fixed. I told them I
  could not wait 2 days as I had orders to complete for shirts and needed at
  least a replacement until it was fixed. Janelle informed me this could not be
  done. That they needed 2 days to find someone to fix it, then I would have to
  take the press to this shop and wait until it was fixed. I asked to speak to
  manager since the item was sparking, I knew it could not be fixed and was
  trying to save some time. I would have to wait 2 days for them to find a
  repairman then wait days for them to fix it. This would be affecting my work
  and income. Jenny-id 1536007 supervisor came to the phone and told me she would
  refund me the 33$ for the warranty and that was it. I said why? She said we
  will cancel the warranty and give you your 33$ back but will not replace repair
  or refund because she said I bought a houseware warranty, and the item is a
  heat press and that it was not covered. It's not a houseware item. I told her
  this is the choice I had on the same page when I bought the heat press. She
  told me it was not, and I had to click on a link on that page and go see their
  guidelines and should not have bought this warranty. I was totally confused
  because this is what I was offered. All screen shots will be attached for you
  to see. Asurion took my money for a warranty they offered for an item I
  purchased and almost a year later says the item is not covered? Nor will they
  cover the defective item I bought it for? This does not even make sense.”
  
  The
  desired resolution listed in your matter is:
  
  “Replacement.”
  
  Response:
  
  After receiving your matter, Asurion conducted a full
  review of the relevant account and claim history with the aim to, where
  possible, amicably resolve your matter.  According
  to our records, you recently filed a claim for your BetterSub heat press
  machine (the “Product”) under your Amazon protection
  plan (the “Plan”).  The Plan is an optional service contract that provides coverage
  for the mechanical or electrical failure of your Product caused by defects in
  materials and/or workmanship; normal wear and tear; dust, heat, or humidity;
  and power surges. 
  
  You recently filed a claim
  for your Product due to powering issues. 
  Unfortunately, the resolution of your claim was delayed due to a lack of
  available servicers in your area and a dispute about the coverage of your Product.
  
  According to our records,
  the matter was resolved when a Product reimbursement was authorized and issued
  to you on June 11, 2025.
  
  Based on the above, we believe the issue raised in this
  matter has now been resolved.  We
  apologize for any inconvenience this matter has caused you and we appreciate
  the opportunity to resolve it.  Your experience is not representative of the quality of
  service we strive to provide, and we appreciate the opportunity to review the
  matter in an effort to continuously improve.
  
  If you have any further questions or
  concerns, you may contact me by email.  I
  am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m.
  CST.
  
  Regards,
  
  Victoria White, Regulatory Complaints
  Email [email protected]
  

  Customer Answer

  Date: 07/02/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23413584, and find that this resolution is satisfactory to me. I was finally reimbursed the full amount of the heat press in the form of an Amazon Gift Card.   
  
  
  
  Sincerely,
  
  
  
  Linda M Woznick

• Initial Complaint

  Date:06/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been paying for Asurions Appliance+ protection plan for over three years. On May 8, 2024, I filed a claim for a broken refrigerator *** model LFX28977ST/01). Since then, the process has been plagued by miscommunication, delays, and repeated broken promises, all due to internal issues on Asurions side.On May 12, the first ********** did not show up.On May 19, a second ********** confirmed the issue and noted that a required part was obsolete.I was then told by Supervisor ******* on May 23 that a buyout would be approved due to the delay.Shortly after, a representative presented us with two payout options, which we accepted.Then, the claim was suddenly denied, citing that the fridge was over ************************************************************************************ January 2010, which is well within the 20-year policy limit.On May 27, we spoke with Supervisor *********, who acknowledged that the denial was caused by the ********** entering the wrong manufacturing date. She stated she would reach out to internal departments to correct the error and follow up with us.Since that time, we have called every 48 hours as instructed. Each time, we are told that a resolution will come in 24 to 48 hours, yet no one follows up. We are constantly chasing support only to hear the same promise repeated.We have now been without a working refrigerator for over a month, despite doing everything Asurion has asked including providing documentation, correcting their internal error, and consistently following up.We are asking for immediate reversal of the claim denial and processing of the payout we were previously offered and accepted. The ongoing delay and lack of accountability is unacceptable and has caused significant hardship.?Desired Outcome:Immediate approval and processing of the refrigerator claim payout, based on verified documentation and correction of Asurions internal error.

  Business Response

  Date: 06/26/2025

  June
  26, 2025
  
  Alejando Francia
  E-mail: [email protected]
  
  Complaint
  ID # 23405269
  
  Dear Alejando Francia,
  
  In
  connection with the above-referenced matter filed with the Better Business
  Bureau (“BBB”), we submit the below in response.
  
  In
  the matter you filed with the BBB, you state:
  
  “I’ve been paying for Asurion’s Appliance+ protection plan
  for over three years. On May 8, 2024, I filed a claim for a broken refrigerator
  (LG model LFX28977ST/01). Since then, the process has been plagued by
  miscommunication, delays, and repeated broken promises, all due to internal
  issues on Asurion’s side. On May 12, the first technician did not show up. On
  May 19, a second technician confirmed the issue and noted that a required part
  was obsolete. I was then told by Supervisor Preston on May 23 that a buyout
  would be approved due to the delay. Shortly after, a representative presented
  us with two payout options, which we accepted. Then, the claim was suddenly
  denied, citing that the fridge was over 20 years old. I submitted a photo of
  the manufacturer’s label showing it was built in January 2010, which is well
  within the 20-year policy limit. On May 27, we spoke with Supervisor Charlotte,
  who acknowledged that the denial was caused by the technician entering the
  wrong manufacturing date. She stated she would reach out to internal
  departments to correct the error and follow up with us. Since that time, we
  have called every 48 hours as instructed. Each time, we are told that a
  resolution will come in “24 to 48 hours,” yet no one follows up. We are
  constantly chasing support only to hear the same promise repeated. We have now
  been without a working refrigerator for over a month, despite doing everything
  Asurion has asked — including providing documentation, correcting their
  internal error, and consistently following up. We are asking for immediate
  reversal of the claim denial and processing of the payout we were previously
  offered and accepted. The ongoing delay and lack of accountability is
  unacceptable and has caused significant hardship. ? Desired Outcome: Immediate
  approval and processing of the refrigerator claim payout, based on verified
  documentation and correction of Asurion’s internal error.”
  
  The
  desired resolution listed in your matter is:
  
  “Replacement.”
  
  Response:
  
  After receiving your matter, Asurion conducted a full
  review of the relevant account and claim history with the aim to, where
  possible, amicably resolve your matter.  According
  to our records, you recently filed a claim for your LG refrigerator (the “Product”) under your Asurion Appliance+ protection
  plan (the “Plan”).  The Plan is an optional service contract that provides coverage
  for the mechanical or electrical failure of your Product caused by defects in
  materials and/or workmanship; normal wear and tear; dust, heat, or humidity;
  and power surges.
  
  You filed a claim for your
  Product due to malfunction. 
  Unfortunately, the resolution of your claim was delayed due to a
  discrepancy between the Product information in our records — specifically, the Product’s
  date of manufacture — and that of the serial
  number plate on your Product.  This
  resulted in the incorrect parts required for a repair being ordered, causing
  further delays.
  
  According to our records, on
  June 3, 2025, the matter was resolved when a Product reimbursement was
  authorized and issued to you.  Therefore, we believe the issue raised in this matter
  has now been resolved.  We apologize for
  any inconvenience this matter has caused you and we appreciate the opportunity
  to resolve it.  We understand that your time is important, and again
  apologize for any inconvenience this delay caused you. 
  
  If you have any further questions or
  concerns, you may contact me by email.  I
  am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m.
  CST.
  
  Regards,
  
  Matt Ullman
  Asurion, Regulatory Affairs
  Email [email protected]
  

• Initial Complaint

  Date:05/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an appliance *** dryer) under warranty with *********** Protection Plan powered by Asurion". My warranty plan is still valid. Newer purchases go through ********, however my warranty is indeed through Asurion. I opened a claim May 10. Eighteen days later there is no progress or resolution. I am in my late 70's and my spouse in his 80's. We are dragging out laundry to a facility. Post stroke this is very hard for my spouse. The company referred us to a local technician who told us for days he was waiting for parts. I then asked that he track the parts. He then replied he couldn't get the parts. I repeatedly request to talk to supervisors at the ********** Protection Plan who say that are forwarding my concerns. No one calls back. I need a buy out to actually be able to have a working dryer ASAP. We are stuck in an endless run around, attempts to delay, and put us off. It is their obligation to either fix the dryer or give a buy out & we can no longer wait for parts that cannot be located. This is unacceptable for an elderly couple. We need help having them take us seriously to resolve the issue that is their responsibility..Eighteen days is a long time without an appliance. We have had multiple calls placed to this company - May 10 (54 minutes and 8 minutes), May 12 (20 minutes, 3 minutes), May 22 (18 minutes), May 24 (19 minutes) , 26 (18 minutes), May 27 (15 minutes, 8 minutes and 4 minutes), May 28 (9 minutes).I might be missing even more calls. We are often disconnected when transferred. This does not include my numerous calls & texts to the technician they hired. I asked for another technician. They state they don't have any other technicians in *******. My daughter and son in law have also attempted calls to the company on my behalf and we are continually told they are moving it to escalation and they will call us back. We gave them opportunities to resolve this and told them we would be contacting the BBB as our next step to seek help and resolution.

  Business Response

  Date: 06/10/2025

  June 10, 2025
  
  **** ******
  **********************************
  
  Complaint ID # ********
  
  Dear **** ******,
  
  In connection with the above-referenced matter filed with the Better Business Bureau (BBB), we submit the below in response.
  
  In the matter you filed with the BBB, you state:
  
  I have an appliance *** dryer) under warranty with *********** Protection Plan powered by Asurion". My warranty plan is still valid. Newer purchases go through ********, however my warranty is indeed through Asurion. I opened a claim May 10. Eighteen days later there is no progress or resolution. I am in my late 70's and my spouse in his 80's. We are dragging out laundry to a facility. Post stroke this is very hard for my spouse. The company referred us to a local technician who told us for days he was waiting for parts. I then asked that he track the parts. He then replied he couldn't get the parts. I repeatedly request to talk to supervisors at the ********** Protection Plan who say that are forwarding my concerns. No one calls back. I need a buy out to actually be able to have a working dryer ASAP. We are stuck in an endless run around, attempts to delay, and put us off. It is their obligation to either fix the dryer or give a buy out & we can no longer wait for parts that cannot be located. This is unacceptable for an elderly couple. We need help having them take us seriously to resolve the issue that is their responsibility..Eighteen days is a long time without an appliance. We have had multiple calls placed to this company - May 10 (54 minutes and 8 minutes),May 12 (20 minutes, 3 minutes), May 22 (18 minutes), May 24 (19 minutes) , 26 (18 minutes), May 27 (15 minutes, 8 minutes and 4 minutes), May 28 (9 minutes).I might be missing even more calls. We are often disconnected when transferred. This does not include my numerous calls & texts to the technician they hired. I asked for another technician. They state they don't have any other technicians in *******. My daughter and son in law have also attempted calls to the company on my behalf and we are continually told they are moving it to escalation and they will call us back. We gave them opportunities to resolve this and told them we would be contacting the BBB as our next step to seek help and resolution.
  
  The desired resolution listed in your matter is:
  
  Replacement.
  
  Response:
  
  After receiving your matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, amicably resolve your matter.  According to our records, you recently filed a claim for your ** dryer (the Product) under your ********** protection plan (the Plan).  The Plan is an optional service contract that provides coverage for the mechanical or electrical failure of your Product caused by defects in materials and/or workmanship; normal wear and tear; dust, heat, or humidity; and power surges. 
  You recently filed a claim for your Product because the motor would not start.  Unfortunately, the resolution of your claim was delayed due to an issue sourcing the parts necessary to complete the repair of your Product.
  
  According to our records,the matter was resolved when a Product reimbursement was authorized and issued to you on June 10, 2025.
  
  Based on the above, we believe the issue raised in this matter has now been resolved.  We apologize for any inconvenience this matter has caused you and we appreciate the opportunity to resolve it.  Your experience is not representative of the quality of service we strive to provide, and we appreciate the opportunity to review the matter in an effort to continuously improve.
  
  If you have any further questions or concerns, you may contact me by email.  I am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m.CST.
  
  Regards,
  
  ******** *****, Regulatory Complaints
  Email *************************************
  

  Customer Answer

  Date: 06/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:05/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been dealing with misinformation and false claims regarding my policy on a two e-bike bundle purchased from ****** with an Asurion protection plan.Initially, I purchased the 2-year plan based on the value of the order ($1500 - $1999.99) for $119.99. I am having issues with one of the bikes, and while the manufacturer is working to resolve the issue, I contacted Asurion with questions about the policy since it covers two bikes but is under one policy. I was informed that only one bike would be covered. The value of one bike is $936, for which ******* sells a 2-Year Sporting Goods Protection Plan ($900 - $999.99) for $79.99 which is all wrong with it being a bundle. I finally got that misunderstanding taken care of. I continued to deal with the seller on repairs for the malfunctioning bike, and they sent me parts to install myself, which did not fix the issue. I kept Asurion updated and was given contact information for an e-bike repair shop that walked me through some installation of repair parts. Unfortunately, nothing worked, and the manufacturer's one-year warranty expired. I contacted Asurion again and was told by customer service that if the manufacturer could not repair the bike, I would be issued a refund.When I called Asurion, I was advised that I need to ship both bikes back to them. These bikes were delivered on a crate and weigh 100 lbs each. The customer service representative did not care and insisted that both bikes had to be shipped. This is completely different from what I was told before, and the e-bike repair company I was originally working with, hired by Asurion, no longer works with them.This situation is equivalent to buying a refrigerator and being told to box it up and take it to *** for a warranty claim. Realistically, there are no packaging options available to safely send these bikes back, and I feel I am being discouraged from returning them. I would like all my previous communication regarding Asurion reviewed.

  Business Response

  Date: 06/24/2025

  June
  24, 2025
  
  Thomas
  Warren
  8337 Pierce St.
  Verona, PA 15147
  
  Complaint
  ID # 23388797
  
  Dear Thomas Warren,
  
  In
  connection with the above-referenced matter filed with the Better Business
  Bureau (“BBB”), we submit the below in response.
  
  In
  the matter you filed with the BBB, you state:
  
  “I have been dealing with misinformation and false claims
  regarding my policy on a two e-bike bundle purchased from Amazon with an
  Asurion protection plan. Initially, I purchased the 2-year plan based on the
  value of the order ($1500 - $1999.99) for $119.99. I am having issues with one
  of the bikes, and while the manufacturer is working to resolve the issue, I
  contacted Asurion with questions about the policy since it covers two bikes but
  is under one policy. I was informed that only one bike would be covered. The
  value of one bike is $936, for which Asurion sells a 2-Year Sporting Goods
  Protection Plan ($900 - $999.99) for $79.99 which is all wrong with it being a
  bundle. I finally got that misunderstanding taken care of. I continued to deal
  with the seller on repairs for the malfunctioning bike, and they sent me parts
  to install myself, which did not fix the issue. I kept Asurion updated and was
  given contact information for an e-bike repair shop that walked me through some
  installation of repair parts. Unfortunately, nothing worked, and the
  manufacturer's one-year warranty expired. I contacted Asurion again and was told
  by customer service that if the manufacturer could not repair the bike, I would
  be issued a refund. When I called Asurion, I was advised that I need to ship
  both bikes back to them. These bikes were delivered on a crate and weigh 100
  lbs each. The customer service representative did not care and insisted that
  both bikes had to be shipped. This is completely different from what I was told
  before, and the e-bike repair company I was originally working with, hired by
  Asurion, no longer works with them. This situation is equivalent to buying a
  refrigerator and being told to box it up and take it to UPS for a warranty
  claim. Realistically, there are no packaging options available to safely send
  these bikes back, and I feel I am being discouraged from returning them. I
  would like all my previous communication regarding Asurion reviewed.”
  
  The
  desired resolution listed in your matter is:
  
  “Refund; Contact by the business.”
  
  Response:
  
  After receiving your matter, Asurion conducted a full
  review of the relevant account and claim history with the aim to, where
  possible, amicably resolve your matter.  According
  to our records, you recently filed a claim for your Jasion electric bicycle (the “Product”) under your Amazon protection plan (the “Plan”).  The
  Plan is an optional service contract that provides coverage for the mechanical
  or electrical failure of your Product caused by defects in materials and/or
  workmanship; normal wear and tear; dust, heat, or humidity; and power surges.  The Plan also provides coverage for unintentional
  and accidental damage from handling (“ADH”) as a result of the normal and
  customary use of the Product.
  
  You recently filed a claim for your
  Product because the throttle was no longer working.  Unfortunately, the resolution of your claim
  was delayed due to multiple unsuccessful repair attempts and an issue with the assigned service
  center.
  
  According to our records,
  the matter was resolved when a Product reimbursement was authorized and issued
  to you on June 19, 2025.
  
  Based on the above, we believe the issue raised in this
  matter has now been resolved.  We
  apologize for any inconvenience this matter has caused you and we appreciate
  the opportunity to resolve it.  Your experience is not representative of the quality of
  service we strive to provide, and we appreciate the opportunity to review the
  matter in an effort to continuously improve.
  
  If you have any further questions or
  concerns, you may contact me by email.  I
  am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m.
  CST.
  
  Regards,
  
  Victoria White, Regulatory Complaints
  Email [email protected]
  

• Initial Complaint

  Date:05/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Staples sold me an Epson printer ET-***** ($599.99) and an Asurion 4 year extended warranty for an additional $59.99. The printer malfunctioned. I went through ***** tech support, sent photos, receipt, serial number. Epson referred me to Asurion. After going through much the same procedures Asurion asked for the sales receipt, serial number, and additional data all contained on the sales receipt. On April 30, 2025 ****** issued a claim number **********. A return label and instructions were to follow. Asurion sat on this claim until approximately May 22, 2025. Asurion off shore agents were not very helpful (likely by design). I asked ****** to place a call to Asurion because I became frustrated and wasn't getting anywhere. ****** called, asked for a supervisor and the call disconnected. ****** called ******* to speak with a manager ******* who assured us he would help. Moments later Asurion sent an e-mail saying the data they received in April was not what they were looking for. I say nonesense it is exactly what they asked for. ****** assembled everything the email requested including a copy of the sales receipt that contained all the information requested. ******* decided to change the claim number (hoping we wouldn't notice and they could delay further). ****** and I put together the completed "Claim Facilitation Form" with the NEW claim # **********, a photocopy of the purchase receipt from Staples and my signature as required by Asurion. We all of the requested docs and data in an email titled "Asurion Claim Review Team" to the email required on the form **************************** We cc: ******* at ******* to keep him in the loop. Because ******* did not send an email confirming receipt, and their track record of excuses to delay, we sent a follow-up email requesting confirmation. No reply from ******* as yet.

  Business Response

  Date: 06/24/2025

  June
  24, 2025
  
  Barbara Powers
  E-mail: [email protected]
  
  Complaint
  ID # 23384091
  
  Dear Barbara Powers,
  
  In
  connection with the above-referenced matter filed with the Better Business
  Bureau (“BBB”), we submit the below in response.
  
  In
  the matter you filed with the BBB, you state:
  
  “Staples sold me an Epson printer ET-15000 ($599.99) and an
  Asurion 4 year extended warranty for an additional $59.99. The printer
  malfunctioned. I went through Epson tech support, sent photos, receipt, serial
  number. Epson referred me to Asurion. After going through much the same
  procedures Asurion asked for the sales receipt, serial number, and additional
  data all contained on the sales receipt. On April 30, 2025 Ausion issued a
  claim number 1864453940. A return label and instructions were to follow. Asurion
  sat on this claim until approximately May 22, 2025. Asurion off shore agents
  were not very helpful (likely by design). I asked Harvey to place a call to
  Asurion because I became frustrated and wasn't getting anywhere. Harvey called,
  asked for a supervisor and the call disconnected. Harvey called Staples to
  speak with a manager Raymond who assured us he would help. Moments later
  Asurion sent an e-mail saying the data they received in April was not what they
  were looking for. I say nonesense it is exactly what they asked for. Harvey
  assembled everything the email requested including a copy of the sales receipt
  that contained all the information requested. Asurion decided to change the
  claim number (hoping we wouldn't notice and they could delay further). Harvey
  and I put together the completed "Claim Facilitation Form" with the
  NEW claim # 1864454573, a photocopy of the purchase receipt from Staples and my
  signature as required by Asurion. We all of the requested docs and data in an
  email titled "Asurion Claim Review Team" to the email required on the
  form "[email protected]". We cc: Raymond at Staples to keep
  him in the loop. Because Asurion did not send an email confirming receipt, and
  their track record of excuses to delay, we sent a follow-up email requesting
  confirmation. No reply from Asurion as yet.”
  
  The
  desired resolution listed in your matter is:
  
  “Replacement; Store credit.”
  
  Response:
  
  After receiving your matter, Asurion conducted a full
  review of the relevant account and claim history with the aim to, where
  possible, amicably resolve your matter.  According
  to our records, you recently filed a claim for your Epson printer (the “Product”) under your Staples protection plan (the “Plan”).  The
  Plan is an optional service contract that provides coverage for the mechanical
  or electrical failure of your Product caused by defects in materials and/or
  workmanship; normal wear and tear; dust, heat, or humidity; and power surges.
  
  You filed a claim for your
  Product due to malfunction. 
  Unfortunately, the resolution of your claim was delayed due to an issue
  with receiving the required documentation in a timely manner during the claim
  process.
  
  According to our records, June
  3, 2025, the matter was resolved when a Product reimbursement was authorized
  and issued to you.  Therefore, we believe the issue raised in this matter
  has now been resolved.  We apologize for
  any inconvenience this matter has caused you and we appreciate the opportunity
  to resolve it.
  
  If you have any further questions or
  concerns, you may contact me by email.  I
  am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m.
  CST.
  
  Regards,
  
  Matt Ullman
  Asurion, Regulatory
  Affairs
  Email [email protected]
  

  Customer Answer

  Date: 06/27/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23384091, and find that this resolution is satisfactory to me.
  

  In conclusion: Asurion made the process unecessarily time consuming and most unpleasant.  They lost the first claim we filed.  We made contact to learn of the status only to have Asurion request a new claim using another form not originally provided with more questions and delay.  Asurion  tried hard to  dissuade our claim by creating frustration and delay. In our opinion Asurion tactics are examples of bad faith. 
  
  
  
  Sincerely,
  
  
  
  Barbara Powers

• Initial Complaint

  Date:05/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 6th 2024 I purchased a portable monitor made by **** from ******. Because this is a portable device and I travel a lot I purchased the four-year extended warranty, see the screenshot, I was promised accidental protection. Please also see the terms and conditions under portable product. However, as per their modus operandi, Asurion denied my claim. They stated that it's a monitor and therefore it is not a portable product. Under their own terms and conditions a portable product is one that's meant to be moved around by the manufacturer. This is clearly a portable product. I spoke to two different people at ******* and neither of them would help me. It was they told me no and that was it. I was offered no other solutions and to this date I am still waiting for a manager to return my call. This is Bait and Switch 101.

  Business Response

  Date: 06/18/2025

  June
  18, 2025
  
  Julie Jochum
  6401 Locke Ave.
  Fort Worth, TX 76116
  
  Re:
  Case # 23371379
  
  Dear Julie Jochum,      
  
  In
  connection with the above-referenced case filed with the Better Business Bureau
  (“BBB”), we submit the below in response.
  
  The
  case you filed with the BBB on May 23, 2025, states:
  
  “On March 6th
  2024 I purchased a portable monitor made by Asus from Amazon. Because this is a
  portable device and I travel a lot I purchased the four-year extended warranty,
  see the screenshot, I was promised accidental protection. Please also see the
  terms and conditions under portable product. However, as per their modus
  operandi, Asurion denied my claim. They stated that it's a monitor and therefore
  it is not a portable product. Under their own terms and conditions a portable
  product is one that's meant to be moved around by the manufacturer. This is
  clearly a portable product. I spoke to two different people at Asurion and
  neither of them would help me. It was they told me no and that was it. I was
  offered no other solutions and to this date I am still waiting for a manager to
  return my call. This is Bait and Switch 101.”
  
  The
  following is the desired resolution listed in your complaint:
  
  "Replacement."
  
  Response:
  
  Asurion conducted a full review of the relevant
  account and claim history with the aim to, where possible, remediate the
  matter.  On March 6, 2024, you purchased an
  ASUS computer monitor (the “Product”) together with a 4-year protection plan
  (the “Plan”) from Amazon.com.  The Plan is an optional service contract that
  provides coverage for the mechanical or electrical failure of the product(s)
  caused by: defects in materials and/or workmanship; normal wear and tear; dust,
  heat or humidity; power surges; or unintentional and accidental damage from
  handling as drops, spills, and cracked screens, as result of normal use of the
  product (“ADH”) for portable products only.
  
  On May 6, 2025, you filed an online claim for the Product, reporting ADH that
  occurred while you were traveling.  The
  claim was systematically denied because ADH for non-portable Products is not a
  covered failure under the Plan.
  
  All
  claim determinations are based on the Plan’s terms and conditions.  A full and complete copy of the Terms and
  Conditions governing your Plan was made available to you on the date of
  purchase and emailed to you after the point of sale.  The most pertinent portion of the Plan’s
  Terms and Conditions is included below for your reference:  
  
  DEFINITIONS
  
  “Breakdown” refers to the mechanical or electrical failure or malfunction of the Product(s) caused by:
  -defects in materials and/or workmanship;
  -normal wear and tear;-dust, heat or
  humidity;
  -power surges; or
  - Portable Products only: unintentional
  and accidental damage from handling, such as drops, spills and cracked screens,
  as a result of normal use (“ADH”).
  
  WHAT IS NOT COVERED
  
  For All Products except Portable Products
  Breakdowns caused by ADH
  
  Pursuant to the
  Terms and Conditions cited above, breakdowns caused by accidental damage, or
  ADH, are covered only if the
  Product is portable in nature.  Your ASUS
  monitor, which is considered a non-portable product, sustained accidental
  physical damage.  Therefore, repairs to
  it are not covered under the Plan, as disclosed in the Terms and
  Conditions.  Therefore, your claim was
  correctly denied.
  
  Nevertheless, in order to provide an
  amicable solution following receipt of the BBB matter, on May 31, 2025, Asurion
  authorized a courtesy Product reimbursement, which you subsequently confirmed
  receipt of.
  
  Receipt of the above-referenced
  Product reimbursement fulfills all obligations owed to you by Asurion under
  this Plan.  Therefore, we consider the
  matter closed.
  
  If you have any further
  questions or concerns, please feel free to contact me by email.  I am available Monday through Friday between
  the hours of 9:00 a.m. and 4:00 p.m. CST.
  
  Regards,
  Matt
  Ullman
  Asurion,
  Regulatory Affairs
  [email protected]
  

• Initial Complaint

  Date:05/26/2025

  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.

  I am filing a complaint against Asurion due to an ongoing, unresolved issue related to a device ********************** claim for an iPad. I purchased the coverage through ******* as an alternative to *********. I filed a claim for an iPad with a broken screen, and while I did receive a replacement, it arrived in poor conditionscratched, beat up, and not up to quality standards.I contacted Asurion and, after much back and forth, was offered an upgrade to a newer model (2022 iPad) for the inconvenience. I selected a silver unit, but I received a space grey iPad that was actually a generation older than what was promised. That device was also scratched and in unacceptable condition.When I followed up, I was told Id receive another replacementbut instead of correcting the issue, I was offered a 2018 model, which is a clear downgrade from both previous devices. This downgrade was never explained ahead of time and contradicts the upgrade I was just given. If I had known rejecting the scratched iPad would result in a lesser model, I may have kept it.Ive spent over 10 hours calling various representatives, supervisors, and departments. Every call results in conflicting information, no follow-through, and no resolution. Most recently, Asurion has been pushing a buyout, which I feel is being forced on me as a way to avoid delivering a fair replacement.I am simply asking for what was promiseda recent, functional replacement iPad in good condition. I paid for protection to receive reliable service and coverage, not to be bounced around and offered subpar solutions.

  Business Response

  Date: 06/09/2025

  June 9, 2025
  
  ******** ********
  *******************
  ******************
  
  Complaint ID # ********
  
  Dear ******** ********,
  
  In connection with the above-referenced matter filed with the Better Business Bureau (BBB), we submit the below in response.
  
  In the matter you filed with the BBB, you state:
  
  I am filing a complaint against Asurion due to an ongoing,unresolved issue related to a device ********************** claim for an iPad. I purchased the coverage through ******* as an alternative to *********. I filed a claim for an iPad with a broken screen, and while I did receive a replacement, it arrived in poor conditionscratched, beat up, and not up to quality standards.I contacted Asurion and, after much back and forth, was offered an upgrade to a newer model (2022 iPad) for the inconvenience. I selected a silver unit, but I received a space grey iPad that was actually a generation older than what was promised. That device was also scratched and in unacceptable condition. When I followed up, I was told Id receive another replacementbut instead of correcting the issue, I was offered a 2018 model, which is a clear downgrade from both previous devices. This downgrade was never explained ahead of time and contradicts the upgrade I was just given. If I had known rejecting the scratched iPad would result in a lesser model, I may have kept it. Ive spent over 10 hours calling various representatives, supervisors, and departments.Every call results in conflicting information, no follow-through, and no resolution. Most recently, ******* has been pushing a buyout, which I feel is being forced on me as a way to avoid delivering a fair replacement. I am simply asking for what was promiseda recent, functional replacement iPad in good condition. I paid for protection to receive reliable service and coverage, not to be bounced around and offered subpar solutions.
  
  The desired resolution listed in your matter is:
  
  Replacement.
  
  Response:
  
  After receiving your matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, amicably resolve your matter.  According to our records, you recently filed a claim for your Apple tablet (the Product) under your ******* Home Device Protect ********************** plan  (VHDP) (the Plan).  The Plan is an optional service contract that provides coverage for the mechanical or electrical failure of your Product caused by defects in materials and/or workmanship; normal wear and tear; dust, heat, or humidity; and power surges.  The Plan also provides coverage for unintentional and accidental damage from handling (ADH) as a result of the normal and customary use of the Product for certain enumerated portable products.
  
  You recently filed a claim for your Product due to a cracked screen. Unfortunately, the resolution of your claim was delayed due to receiving multiple replacement devices.
  
  According to our records, on May 30, 2025, the matter was resolved when a replacement Product was shipped and delivered to you, together with a courtesy refund of the service fee.
  
  Based on the above, we believe the issue raised in this matter has now been resolved.  We apologize for any inconvenience this matter has caused you and we appreciate the opportunity to resolve it.  Your experience is not representative of the quality of service we strive to provide, and we appreciate the opportunity to review the matter in an effort to continuously improve.
  
  If you have any further questions or concerns, you may contact me by email.  I am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m.CST.
  
  Regards,
  
  ******** *****, Regulatory Complaints
  Email *************************************