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.

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• 

  N.E.W. Customer Service Companies, LLC

  Nashville, TN 37203-3421

  
• 

  N.E.W. Customer Service Companies, LLC

  82 Totowa Road Wayne, NJ 07470

• 

  N.E.W. Customer Services Companies, LLC

  22660 Executive Dr Ste 122 Sterling, VA 20166

• 

  N.E.W. Customer Services Companies, LLC

  22894 Pacific Blvd Ste 122 Dulles, VA 20166

• 

  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:09/14/2022

  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.

  ********** broke and we filed a claim on July 27,2022,******* was contacted-We explained what happened with the dishwasher and it was determined that we probably needed a new pump.The new pump was ordered and sent to our home. They sent a repair person out on August19-the repairman-DJ,discovered that the dishwasher had actually caught fire- the wiring was burned- My husband saw smoke coming out of dishwasher when it broke. DJ took pictures and told us that it might be cheaper to replace the dishwasher than to try and repair it.August 22,2022.I called Asurion explained that the repairman had discovered the wire had burned.Called and explained concerns to Asurion rep about the fire discoveryand was told that they will have to install the new part and if the dishwasher doesn't work then they would give us a replacement. I receive an email stating our repair was completed.Asurion never called us. Sept. 9-**** in escalation department,@ Ausrion,told me that the claim I had filed was considered closed as the repair company that was to complete the repair decided they no longer wanted to do the job. A new claim was opened and the party involved is *** I was told by **** that even though the first claim was closed without the dishwasher being repaired the new claim (with **)would be considered the first. ** somehow took over- new repair company was going to order the same part that had been installed, Appointment made on Sept, 7- with install on Sept. 14, Received phone call on Sept. 14 asking to confirm appointment. Returned the call to them within 5 minutes- told by company that they wouldn't be able to do the repair untilSept. 21. Complaint- at least one attempt was made to repair- 2nd repairman showed up without parts knowing they were not sent to us. Trying to stall repair and write off as first attempt. This is a very small synopsis of the problems we have had. I have detailed accounts of continuous problems and apparent loop holes.

  Business Response

  Date: 10/04/2022

  October 4, 2022
  
  
  *****************************
  1 ************ 29926
  ******************, **
  
  Re: Case # ********
  
  Dear ***************************** ,
  
  In connection with the above-referenced case filed with the Better Business Bureau ("BBB"), we submit the below in response.
  
  Your matter filed with the BBB states:
  
  "Dishwasher broke and we filed a claim on July 27,2022,Asurion was contacted-We explained what happened with the dishwasher and it was determined that we probably needed a new pump.The new pump was ordered and sent to our home. They sent a repair person out on August19-the repairman-DJ,discovered that the dishwasher had actually caught fire- the wiring was burned- My husband saw smoke coming out of dishwasher when it broke. DJ took pictures and told us that it might be cheaper to replace the dishwasher than to try and repair it.August 22,2022.I called Asurion explained that the repairman had discovered the wire had burned.Called and explained concerns to Asurion rep about the fire discoveryand was told that they will have to install the new part and if the dishwasher doesn't work then they would give us a replacement. I receive an email stating our repair was completed.Asurion never called us. Sept. 9-**** in escalation department,@ Ausrion,told me that the claim I had filed was considered closed as the repair company that was to complete the repair decided they no longer wanted to do the job. A new claim was opened and the party involved is *** I was told by **** that even though the first claim was closed without the dishwasher being repaired the new claim (with **)would be considered the first. ** somehow took over- new repair company was going to order the same part that had been installed, Appointment made on Sept, 7- with install on Sept. 14, Received phone call on Sept. 14 asking to confirm appointment. Returned the call to them within 5 minutes- told by company that they wouldn't be able to do the repair untilSept. 21. Complaint- at least one attempt was made to repair- 2nd repairman showed up without parts knowing they were not sent to us. Trying to stall repair and write off as first attempt. This is a very small synopsis of the problems we have had. I have detailed accounts of continuous problems and apparent loop holes."
  
  The following is the desired resolution listed in your complaint:
  
  "Replacement"
  
  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 March 1, 2019, you purchased an ** Electronics Dishwasher ("Product") and a 5-Year Protection Plan ("Plan") from The Home Depot.
  On July 31, 2022, you filed a claim for the Product. Asurion ordered parts for the repair and assigned the repair to a service center. Unfortunately, that service center was unavailable to complete the repair, so Asurion reassigned the repair to an ** third-party service center. Unfortunately, the matter remained unresolved due to a service delay.
  
  Asurion next approved a Product reimbursement for the purchase price of the Product, including tax. Receipt of reimbursement fulfills Asurion's obligation under the Plan. We believe we have properly addressed your concerns and, at this time, will consider this matter closed.
  
  We sincerely apologize for the inconvenience or frustration caused. Be assured that your experience is not representative of the quality and/or reliability of the service we strive to provide.
  
  Sincerely,
  
  *********************
  Staff Counsel
  *********************************
  

• Initial Complaint

  Date:09/14/2022

  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 bought a treadmill from *************************************** on 9/22/20 with a protection plan with No Sweat protection the plan cost ******. On july 19 ***** my treadmill stop working due to a Motor problems. They said that reimburse me full for the cost of the repairs under the extended protection plan up to the purchase price of the treadmill. The protection company didn't have any once in the Jacksonville area to repair the equipment so they told me to contact *************** for help finding a repairman to fix the equipment.(I have e-mails on this problem from No sweat protection plan and Instruction how to diagnose it and fix it) From ***************. The treadmill motor was under warranty,so the send a new motor. I had to put the motor in myself due to there isn't any repair person in Jacksonville area to repair this equipment. I would like to be Reimburse for my time repairing the equipment or reimburse for the protection plan. I have contact Dicks sporting Goods Headquarter customer service 1-877-846-9997or ************** about the problem, they haven't correct problem. I have contact *************************************** (**** the store manager at ************) on the 9 September no action from him. The s-***** R-41 t-**** A******** these are the numbers on receipt will identify my receipt from ****'s sporting goods. The claim number for my claim with No Sweat protection plan is NSF **********. Thanks for your assistant.

  Customer Answer

  Date: 09/16/2022

  Case number ******** )Dicks sports Goods contact me by e-Mail and call. This is the e-Mail they send. Also there is e-mails that No sweat proteation plan send me early this year. Thanks helping me,I will keep you update.
  
  Sent from my iPad
  
  Begin forwarded message:
  From: DSG Support <*********************************>
  Date: September 15, 2022 at 11:11:04 CDT
  To: **********************
  Subject: Please respond with the following information
  
  T2 NOTES
  PER ALL THE *****S IN THE RESPONSE ATHLETE PURCHASED THE **** FOR HIS TREADMILL. HE HAD AN ISSUE WITH IT AND CALLED THEM. THEY ADVISED NO ONE IN THE **** SO CALL HORIZON. HORIZON SENDS HIM A ******* VIDEO AND THE ***** SO HE CAN FIX IT. NOW NO ONE WANTS TO COMPENSATE HIM FOR HIS TIME AND MONEY HE HAS SPENT ON A PROTECTION PLAN THAT HE CANT EVEN USE. SO HE WANTS REIMBURSED FOR HIS TIME AND HIS MONEY SPENT ON THE PROTECTION PLAN SINCE HE CANT GET NO ONE TO COME FIX HIS TREADMILL BECASUE THEY TELL HIM NO ONE IS IN THAT ****. HE SPOKE WITHA SUPERVISOR HERE ON FRIDAY AND THEY TOLD HIM THEY WOULD BE CONTACTING HIM AND WOULD BE PROVIDING HIM WITH A GIFT CERTIFCATE. SHE CALLED THE STORE IN JACKSONVILLE TO SEE IF THEY WOULD REFUND HIM FOR HIS PROTECTION PLAN AND SPOKE TO **** WHO SAID THEY WOULD GIVE HIM A CALL ALSO AND HE HAS NOT HEARD FROM ANYONE SINCE. NOT THE STORE MANAGER NOR OUR SUPERVISOR. CAN WE PLEASE GET HIM WHAT HE IS ASKING FOR AND ALSO HAVE SOMEONE CONTACT HIM BACK AS SOON AS THEY GET THIS. HE CAN BE CONTACTED THROUGH THE ***** WITHIN THIS INTERACTION. HE IS REQUESTING COPY OF WHAT I HAVE WROTE SO I AM SENDING AS A COURTESY TO HIM.
  
  Sincerely,
  *****
  Customer Service
  DICK'S Sporting Goods
  **************
  From: *********************<**********************>
  Sent: 09/15/2022 12:39 PM
  To: *********************<**********************>
  Subject: Re: Please respond with the following information
  I
  I purchase a Protection Plan from Jacksonville ************** dicks sporting good store. For a treadmill in 2020 and with it I purchase a no sweat protection plan with the treadmill for ******. The treadmill motor went out and I'll called no sweat protection to get it repair,but they said they do not have anyone in the area to repair the treadmill and told me to call ******************* for them to sent someone out to repair the equipment and they will reimburse my money back. ******* send me Instruction to diagnostic the problem once I diagnose the problem they sent me a ******* video to repair the equipment. I contact no sweat protection plan . They said that they will not reimburse my money for fixing the equipment. I need some assistance on this problem you can contact me by phone ************. Are Emails **********************
  
  Hello **************,
  
  This email will serve as your proof that your claim for your Horizon Treadmill got denied this is due to performed part/s installation. This should be done by a certified expert from a service company. Hoping for your understanding.
  
  Thank you,
  
  ******
  Supervisor
  
  In reference to the communication, we had earlier regarding your product, we can reimburse you in full for the cost of repairs under your Extended Protection Plan up to the purchase price of your unit.
  Once you locate a technician and the repairs are complete, please email a copy of your receipt /invoice of repair as well as proof of payment (Example cancelled check or card receipt) and the information below for our ***************** to process.
  
  Mail
  Customer Reimbursement
  PO Box 110867
  *********, ** 37222
  Fax: ************
  Email: ********************
  
  Name:
  Address:
  Phone#:
  Product:
  Name Service Company providing repairs:
  Service Company phone #:
  Amount paid for repair:
  
  Thank you,
  ****
  Outbound SC Finds
  ************************************
  
  
  Asurion_Internal_Use_Only
  
  Asurion_Internal_Use_Only
  
  Sent from my iPad
  
  Sent from my iPad
  
  On Sep 15, 2022, at 10:29, DSG Support <*********************************> wrote:
  Thank you for contacting Dicks Sporting Goods! We are working diligently to provide a resolution for you.
  By replying to this email with the following information - we can expedite our process! (This information is not stored and will only be used to resolve your concern):
  
  Full name:
  Phone number:
  Shipping address:
  Brief description of your concern:
  
  We will be reaching out to you within the next ***** hours. If you have any further questions, please don't hesitate to respond to this email.
  
  Sent from my iPad
  

  Business Response

  Date: 10/11/2022

  October 11, 2022
  
  *********************
  113 ************.
  ************, ** 28546
  
  Complaint ID # ********
  
  Dear **************,
  
  In connection with the above-referenced complaint filed with the Better Business Bureau ("BBB"), we submit the below in response.
  
  In your complaint filed with the BBB on August 30, 2022, you state:
  
  "I bought a treadmill from *************************************** on 9/22/20 with a protection plan with No Sweat protection the plan cost ******. On july 19 ***** my treadmill stop working due to a Motor problems. They said that reimburse me full for the cost of the repairs under the extended protection plan up to the purchase price of the treadmill. The protection company didn't have any once in the ************ area to repair the equipment so they told me to contact *************** for help finding a repairman to fix the equipment.(I have e-mails on this problem from No sweat protection plan and Instruction how to diagnose it and fix it) From ***************. The treadmill motor was under warranty,so the send a new motor. I had to put the motor in myself due to there isn't any repair person in ************ area to repair this equipment. I would like to be Reimburse for my time repairing the equipment or reimburse for the protection plan. I have contact Dicks sporting Goods Headquarter customer service 1-877-846-9997or ************** about the problem, they haven't correct problem. I have contact *************************************** (**** the store manager at ************) on the 9 September no action from him. The s-***** R-41 t-**** A******** these are the numbers on receipt will identify my receipt from ****'s sporting goods. The claim number for my claim with No Sweat protection plan is *** **********. Thanks for your assistant."
  
  The desired resolution listed in your complaint filed with the BBB is:
  
  "Refund."
  
  Response:
  
  Asurion Services, LLC ("Asurion") is an administrator of extended service plans, buyer protection services, and product support programs. Asurion offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience.
  
  Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter. Asurion found that on September 22, 2020, you purchased a 2-year Protection Plan ("Plan") for your Horizon T101 treadmill (the "Product") from ****'s Sporting Goods. On July 15, 2022, you initiated a claim because the Product was emitting a burnt smell while in use. Unfortunately, ******* was having difficulties locating a servicer within a 100-mile radius. You were subsequently offered the No Service Found ("***") option, which allows you to have your Product repaired by a local servicer of your choice and receive a reimbursement for the cost of the repairs with a valid copy of the receipt/invoice as proof of payment. You provided Asurion the email below that was sent to you regarding the *** process:
  
  In reference to the communication, we had earlier regarding your product, we can reimburse you in full for the cost of repairs under your Extended Protection Plan up to the purchase price of your unit.
  Once you locate a technician and the repairs are complete, please email a copy of your receipt /invoice of repair as well as proof of payment (Example cancelled check or card receipt) and the information below for our Claims
  Department to process.
  
  Mail
  Customer Reimbursement
  PO *************************************** 37222
  Fax: ************
  Email: ********************
  
  Name:
  Address:
  Phone#:
  Product:
  Name Service Company providing repairs:
  Service Company phone #:
  Amount paid for repair:
  
  After you contacted Horizon (the "Manufacturer"), a replacement motor was provided to you because the *************** was still under the Manufacturer's warranty. Following receipt of the motor, you opted to install the Product yourself because you were unable to locate a servicer in your area. Unfortunately, your request for reimbursement of your time and labor was denied because you failed to follow the *** process as instructed.
  
  Following receipt of the BBB matter, Asurion researched your concerns. In order to provide an amicable resolution, as a customer courtesy, ******* authorized reimbursement for your time and labor associated with your installation of the ***************. Once processed, we kindly ask that you please allow 10 business days for shipping and delivery.
  
  We sincerely apologize for any inconvenience this may have caused.
  
  If you have any additional questions or concerns, please contact me directly. I am available by email between the hours of 9am and 4pm CST, Monday through Friday.
  
  Regards,
  
  *****************
  Senior Writer, Asurion
  Email: ***********************
  
  
  
  

  Customer Answer

  Date: 10/12/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accepted the response, but don't want to close the case until I receive the money for my time repairing the treadmill. They said that it will take 10 days to receive the check which is $200.

• Initial Complaint

  Date:09/14/2022

  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.

  Asurion is the extended warranty plan through **********. Called in a claim end of July Because the ********* riding lawnmower was starting but wouldn't cut the lawn. My oldest son who is 26 got it to work and cut the front and back..... so I didn't send it in. A couple weeks ago it stopped working and my son said the "a belt wasn't staying on" and I contacted the company that I was given BY Asurion. Again, my only issue was a belt not staying on. The next thing I know the repair company is replacing my blades without talking to me first. No mention of what the belt wasn't staying on. And Asurion is refusing to pay on the repairs. So, I contacted Asurion and they said yes, we won't be paying on it. Accusing me of hitting a rock or something hard. The ONLY THING I've run over is stinks (some big and some small, as I have several large trees on my property. The representative, ****, was rude and accusatory. Whatever is actually wrong ( Which I'm not sure I trust the diagnosis either since they DIDN'T address the belt.) it happened under STANDARD USE. My lawn also has a slope and a dip in my yard. I ALWAYS tried to avoid any branches and I've NEVER run over a rock or anything besides the branches/sticks. If it was truly the blades, then my son would not have been able to cut the front and back yards a couple weeks ago. And the ONLY issue was that belt. So Asurion is refusing to pay out on anything and the repair place seems to be taking advantage of me too. I purchased the riding lawnmower on July 27, 2020 plus the extended warranty was $230. I had to file a claim right after purchase because it had several defective parts. I was forced to pay for pick up and my oldest has to pick it up. I was never reimbursed for transportation back then. And now they are accusing me of something that never happened. Large sticks/small branches/the dip in front yard/ and my yard slopes up. "Repairs" were made without my consent prior to whatever they did. MY only issues was the belt.

  Business Response

  Date: 10/19/2022

  Business Response /* (1000, 5, 2022/10/12) */
  October 12, 2022
  
  *************************************************************************************,
  
  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 September 14, 2022, states:
  
  "Asurion is the extended warranty plan through **********. Called in a claim end of July Because the ********* riding lawnmower was starting but wouldn't cut the lawn. My oldest son who is 26 got it to work and cut the front and back..... so I didn't send it in. A couple weeks ago it stopped working and my son said the "a belt wasn't staying on" and I contacted the company that I was given BY Asurion. Again, my only issue was a belt not staying on. The next thing I know the repair company is replacing my blades without talking to me first. No mention of what the belt wasn't staying on. And Asurion is refusing to pay on the repairs. So, I contacted Asurion and they said yes, we won't be paying on it. Accusing me of hitting a rock or something hard. The ONLY THING I've run over is stinks (some big and some small, as I have several large trees on my property. The representative, ****, was rude and accusatory. Whatever is actually wrong ( Which I'm not sure I trust the diagnosis either since they DIDN'T address the belt.) it happened under STANDARD USE. My lawn also has a slope and a dip in my yard. I ALWAYS tried to avoid any branches and I've NEVER run over a rock or anything besides the branches/sticks. If it was truly the blades, then my son would not have been able to cut the front and back yards a couple weeks ago. And the ONLY issue was that belt. So Asurion is refusing to pay out on anything and the repair place seems to be taking advantage of me too. I purchased the riding lawnmower on July 27, 2020 plus the extended warranty was $230. I had to file a claim right after purchase because it had several defective parts. I was forced to pay for pick up and my oldest has to pick it up. I was never reimbursed for transportation back then. And now they are accusing me of something that never happened. Large sticks/small branches/the dip in front yard/ and my yard slopes up. "Repairs" were made without my consent prior to whatever they did. MY only issues was the belt."
  
  The desired resolution listed in your case states the following:
  
  "Repairs to the belt was the only issue. It cut just fine when the belt was in place. Blades weren't the issue. An apology from Asurion.Reimbursement."
  
  Response:
  
  Asurion Services, LLC ("Asurion") is an administrator of extended service plans, buyer protection services, and product support programs that serve 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 the delivery of our services.
  
  Based on that review, we determined that on July 27, 2020, you purchased a ********* Riding Lawn Mower ("Product") from The ********** along with an Asurion 3-Year Repair Indoor Lawn & Garden Protection Plan ("Plan"). On July 12, 2022, you filed a claim for the Product reporting that the Product would not turn on. Asurion acknowledges there was a delay in the claim process and apologizes for the inconvenience. On September 12, 2022, upon receiving photos of the Product, it was determined that the issue was a result of physical damage to the Product by hitting objects causing blades to bend and break the spindles.
  
  Asurion investigated your concerns and determined that your claim was correctly denied. The pertinent portion of the Terms and Conditions governing your Plan, a full and complete copy of which was available to you prior to your enrollment provides the following:
  
  WHAT IS NOT COVERED:
  (3) Damage from abuse, misuse, introduction of foreign objects into the product, unauthorized product modifications or alterations.
  
  The Plan covers mechanical or electrical failure of the products caused by: a) defects in materials/and or workmanship, b) normal wear and tear c) dust, heat, or humidity, and d) power surges. The Plan excludes from coverage any physical damage from abuse, misuse, or introduction of foreign objects into the Product. Because the physical damage to your Product was caused by hitting objects that subsequently caused the blades to bend and break the spindles, your claim was therefore denied due to a non-covered issue. Based on the above, we believe that this claim denial is appropriate and in accordance with the Plan's terms and conditions.
  
  In addition, on October 5, 2022, an Asurion Resolution Specialist contacted you to aid with canceling and providing a refund for the Plan but was not able to reach you. If you would like to cancel the Plan for a refund, please contact the Asurion Resolution Specialist directly using the contact information provided to you.
  
  The policy guidelines Asurion followed have been explained in this letter, and therefore we consider this matter addressed.
  
  Regards,
  
  **************
  Junior Writer, Regulatory Complaints
  Email***************@asurion.com

• Initial Complaint

  Date:09/13/2022

  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.

  Dear ****,A few weeks ago I filed a complaint against ******* (complaint # ********). I purchased a Whynter AC Unit through ********** (in Sept 2020) and paid extra for an extended 3-year warranty (warranty is Asurion). The unit broke down back around April 2022. I called **********, they directed me to call the warranty company.I called Asurion, and they couldn't resolve the issue by phone (troubleshooting).They sent a repair technician to my home, he took the unit apart but couldn't diagnose the problem nor repair the unit at my home, so it was taken to ********************* in *********. They still could not fix it and deemed it unrepairable (See receipt). They told me to contact the manufacturer, so I did. After a host of emails and phone calls, nothing was resolved and they refused to take responsibility and wanted me to perform basic troubleshooting again which I and the technician had already done. I called Asurion and had me email in the repair diagnostics, so I did. They returned and had me contact the manufacturer again, so I did, but again I got the runaround. They told me to go back to the warranty company. And that's when I filed the initial complaint against Whynter. The BBB contacted ******* and then Whynter again had me go back to Asurion again (for the third time).Neither company will take responsibility. I have tried to contact ******* via phone and email since then, but they won't respond to calls nor emails. So, I am now forced to file another complaint against them as well. The number they originally assigned to this case is SR: **********. Both companies now need to take responsibility. It broke down a year and a half after purchase, so the 3-year warranty is still a valid warranty, I paid well over $100 for the warranty on a $500 unit. I have been in contact every week now for four months. Please resolve, I would have been content with a repaired unit/replacement, but now I want a full $600 refund because of this nightmare.

  Business Response

  Date: 10/04/2022

  October 4, 2022
  
  
  *************************
  1016 ************* 92084
  *********
  
  Re: Case # ********
  
  Dear *************************,
  
  In connection with the above-referenced case filed with the Better Business Bureau ("BBB"), we submit the below in response.
  
  Your matter filed with the BBB states:
  
  "Dear Sirs, A few weeks ago I filed a complaint against Whynter (complaint # ********). I purchased a Whynter AC Unit through ********** (in Sept 2020) and paid extra for an extended 3-year warranty (warranty is Asurion). The unit broke down back around April 2022. I called **********, they directed me to call the warranty company. I called Asurion, and they couldn't resolve the issue by phone (troubleshooting). They sent a repair technician to my home, he took the unit apart but couldn't diagnose the problem nor repair the unit at my home, so it was taken to ********************* in *********. They still could not fix it and deemed it unrepairable (See receipt). They told me to contact the manufacturer, so I did. After a host of emails and phone calls, nothing was resolved and they refused to take responsibility and wanted me to perform basic troubleshooting again which I and the technician had already done. I called Asurion and had me email in the repair diagnostics, so I did. They returned and had me contact the manufacturer again, so I did, but again I got the runaround. They told me to go back to the warranty company. And that's when I filed the initial complaint against Whynter. The BBB contacted ******* and then Whynter again had me go back to Asurion again (for the third time). Neither company will take responsibility. I have tried to contact ******* via phone and email since then, but they won't respond to calls nor emails. So, I am now forced to file another complaint against them as well. The number they originally assigned to this case is SR: **********. Both companies now need to take responsibility. It broke down a year and a half after purchase, so the 3-year warranty is still a valid warranty, I paid well over $100 for the warranty on a $500 unit. I have been in contact every week now for four months. Please resolve, I would have been content with a repaired unit/replacement, but now I want a full $600 refund because of this nightmare."
  
  The following is the desired resolution listed in your complaint:
  
  "Refund"
  
  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 September 8, 2020, you purchased a Whynter Room Air Conditioner ("Product") and a 3-Year Protection Plan ("Plan") from The **********. On June 27, 2022, you filed a claim for the Product. Asurion assigned the repair to a service center, which determined the Product needed a new compressor. Because the compressor was still under the manufacturer's warranty, Asurion advised you to file a claim directly with the manufacturer. Pursuant to the Plan's Terms and Conditions, any parts covered under the manufacturer's warranty are the responsibility of the manufacturer.
  
  Nevertheless, to bring the matter to a satisfactory resolution, Asurion processed a Product reimbursement for the Product in the amount of $512 via an electronic gift card, and you have confirmed its receipt. Receipt of reimbursement fulfills Asurion's obligation under the Plan. We believe we have properly addressed your concerns and, at this time, will consider this matter closed.
  
  
  
  Sincerely,
  
  *********************
  Staff Counsel
  *********************************
  

• Initial Complaint

  Date:09/13/2022

  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 purchased a Asurion home + program over 6 months ago. I filed a claim for a laptop approximately 4 months ago. This plan was purchased from U break I fix in **********, **. I filed a claim and went back and forth with this company to get the laptop repaired or replaced. The claim was closed and I attempted to refile the claim. ******* returned the computer to I break U fix again and I am still waiting to have this repaired or replaced all the while this company is racking up monthly service fees and not repairing my unit. In addition, I already paid the $100 fee. I want to reimbursed the $100 and cancel my account OR fix my computer. This company gives you the runaround when communicating with them. My computer has been back and forth with U break I fix multiple times. Neither company is doing anything about this dispute.

  Business Response

  Date: 10/14/2022

  October 14, 2022
  
  ***************************
  577 ******************
  ************, ** 63072
  
  RE: Case ID # ********
  
  Dear ************,
  
  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 September 14, 2022, states:
  
  "I purchased a Asurion home + program over 6 months ago. I filed a claim for a laptop approximately 4 months ago. This plan was purchased from U break I fix in **********, **. I filed a claim and went back and forth with this company to get the laptop repaired or replaced. The claim was closed and I attempted to refile the claim. ******* returned the computer to I break U fix again and I am still waiting to have this repaired or replaced all the while this company is racking up monthly service fees and not repairing my unit. In addition, I already paid the $100 fee. I want to reimbursed the $100 and cancel my account OR fix my computer. This company gives you the runaround when communicating with them. My computer has been back and forth with U break I fix multiple times. Neither company is doing anything about this dispute."
  
  The following is your desired resolution:
  
  "Refund; Refund."
  
  Response:
  
  Asurion Services, LLC ("Asurion"), is an administrator of extended service plans, buyer protection services, and product support programs that serve more top consumer electronics retailers than any other provider. Following the receipt of this matter, ******* conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter related to the Asurion Home Plus ("Plan") that you enrolled in on April 14, 2022.
  The Plan is an optional service contract that covers an unlimited number of eligible consumer home electronics associated with the customer's residential address in the event they experience a mechanical or electrical failure caused by: 1) defects in materials and/or workmanship; 2) power surge; 3) normal wear and tear; or 4) dust, heat or humidity. Certain portable products (as listed in the Plan) also have coverage for accidental damage from handling.
  Following your enrollment in the Plan, Asurion found that you filed three recent claims. For ease of reading, we will address each claim separately.
  1.Claim **********. On March 16, 2022, you initiated an online claim for a ******* Electronics Laptop ("Product") due to the Product being stepped on. You were asked to complete a Claims Facilitation Form ("CFF") and to provide photos of the Product (front, back, screen and keyboard, and model/serial number). On March 30, 2022, you contacted ******* and were advised that you would need to provide all of the required photos noted above to proceed with the claim. You were again advised that pictures were needed on April 15, 2022. Since there was no further communication from you, your claim was systematically canceled on July 27, 2022.
  
  2.Claim **********. On July 30, 2022, a new claim was initiated due to the same issue you reported previously. After receiving the necessary document, your claim was approved to proceed. On August 1, 2022, your Product was assigned to the **** store in Manchester after you paid the required service fee of $105.91 (which included tax). On August 9, 2022, after receiving the Product it was noted as being unrepairable. Your Product was then sent to the Service Center for repair. However, on August 23, 2022, your Product was returned to the **** store due to the incorrect Product being received at the Service Center. On September 16, 2022, you were refunded the original service fee due to the issues with the claim and the Product was returned to you.
  
  3.Claim **********. On September 9, 2022, a new claim was filed. A second shipping label was generated for you to mail your Product to our service depot for repair. On September 14, 2022, your Product was received and assigned to a technician for repair. The Depot contacted you and advised that the incorrect Product was received. The claim was for a ******* XL350XBA Laptop, but the unit received was a ******** XT2061-1. Your Product was returned to you unrepaired. You were contacted by an RS and advised to send the correct product in in order to proceed with the repair. You stated you mixed up the labels and would no longer wanted to proceed with the claim. You canceled the Plan on September 27, 2022 and was provided a refund of six monthly payments ($149.94) paid into the Plan as a one-time customer courtesy.
  
  We sincerely apologize for your frustration. We make a commitment to our customers to make the claims process easy and convenient, and we regret that this was not your experience. Since your desired resolution will be met, we will consider this matter resolved.
  Sincerely,
  ********************
  Senior Compliance Analyst, Regulatory Complaints
  Email: *************************
  

  Customer Answer

  Date: 10/17/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  I received my refund.

• Initial Complaint

  Date:09/13/2022

  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 washer Dec 2018 at ********** and bought an extended warranty. My washer has not work properly since the last week of June 2022. Asurion assigned my ticket to ** and a tech came out on July 7th. The washer did not work the very next day! I called and a new ticket was assigned to ******** ******** ******* inc. and a tech came out July 27th. The tech replaced the Lid lock and stated this was a temp fix and we needed a Main Board. I called Asurion and let them know what the tech stated and they told me they contacted *** Inc and they have ordered the Main Board. On August 31st I received an email stating my ticket was closed and repairs were made. No tech ever came back out! I have been calling Asurion since September 1st and EVERY time I am told they are still "looking into" the issue.
  
  To this day I still have no resolve.
  

  Business Response

  Date: 10/17/2022

  Business Response /* (1000, 5, 2022/10/07) */
  October 7, 2022
  
  **************************************************************************************,
  
  In connection with the above-referenced complaint filed with the Better Business Bureau ("BBB"), we submit the below in response.
  
  The complaint you filed with the BBB on September 13, 2022, states:
  
  "I purchased a washer Dec 2018 at **********tand bought an extended warranty. My washer has not work properly since the last week of June 2022. Asurion assigned my ticket to ** and a tech came out on July 7th. The washer did not work the very next day! I called and a new ticket was assigned to ***************** Service inc. and a tech came out July 27th. The tech replaced the Lid lock and stated this was a temp fix and we needed a Main Board. I called Asurion and let them know what the tech stated and they told me they contacted NPS Inc and they have ordered the Main Board. On August 31st I received an email stating my ticket was closed and repairs were made. No tech ever came back out! I have been calling Asurion since September 1st and EVERY time I am told they are still "looking into" the issue. To this day I still have no resolve."
  
  The following is the desired resolution listed in your complaint:
  
  "Replacement."
  
  Response:
  
  Asurion Services, LLC ("Asurion") is an administrator of extended service plans, buyer protection services, and product support programs that serve more top consumer electronics retailers than any other provider.
  
  Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter. Asurion found that on December 16, 2018, you purchased a 5-year Protection Plan ("Plan") for your ******* ******** washer (the "Product") from The **********. On August 16, 2022, you initiated a claim because the Product was not functioning properly. You explained that prior to this, a repair was recently completed but the repair did not resolve the Product's issue. Asurion filed a rework claim, and service was scheduled. A partial repair was initiated, and parts were ordered to complete the rest of the repair. Unfortunately, the issue remains unsolved because you stated that you received an erroneous message indicating that the repair was completed.
  
  Following receipt of the BBB matter, Asurion confirmed that the servicer closed the repair without any feedback. To resolve the matter, Asurion refiled the claim, and parts were subsequently ordered. Once parts are available, you will be contacted to schedule an installation appointment. Please accept our sincerest apology for any inconvenience this may have caused as we work through a resolution to bring the matter to a satisfactory conclusion.
  
  If you have any further questions or concerns, please feel free to contact me by email. I am available Monday through Friday between the hours of 9:00am to 4:00pm CST.
  
  Regards,
  *** **********
  Senior Writer, Asurion
  Email: ***********@asurion.com

• Initial Complaint

  Date:09/13/2022

  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 September 7th, I took the day off so I could have my washing machine repaired by company named "****************** repairs inc". The repair person showed up with no uniform, no identification, and no vehicle with company name on it.
  
  The repair person asked me to start a load to see what the issue could be but then left, and did not return.
  
  I explained to the Asurion representatives that I would not be taking another day off for another repair person to visit me. They (reps named ***** and ***) insist I need to take another day off. I requested a full refund of all the appliances that I originally purchased with the washer which totaled $321.
  
  The Service Request # is **********
  
  ***************************************************
  

  Business Response

  Date: 10/17/2022

  Business Response /* (1000, 5, 2022/10/07) */
  October 7, 2022
  
  *********************************************************************************************,
  
  In connection with the above-referenced case filed with the Better Business Bureau ("BBB"), we submit the below in response.
  
  In your case filed with the BBB on September 13, 2022, you state:
  
  "On September 7th, I took the day off so I could have my washing machine repaired by company named "******* ********** repairs inc". The repair person showed up with no uniform, no identification, and no vehicle with company name on it. The repair person asked me to start a load to see what the issue could be but then left, and did not return. I explained to the Asurion representatives that I would not be taking another day off for another repair person to visit me. They (reps named Dimar and ***) insist I need to take another day off. I requested a full refund of all the appliances that I originally purchased with the Washer which totaled $321. The Service Request # is **************************************************************."
  
  The desired resolution listed in your complaint states the following:
  
  "Refund."
  
  Response:
  
  Asurion Services, LLC ("Asurion") is an administrator of extended service plans, buyer protection services and product support programs that serve more top consumer **********s retailers than any other provider.
  
  Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter. Our records confirm that on May 20, 2018, you purchased a 5-year Protection Plan (the "Plan") for your ******* ******** washer (the "Washer") from ********. On September 1, 2022, you initiated a claim because the Washer was not functioning properly during its spin cycle. Asurion scheduled service with ******* Electronics Repair ("***").
  
  On September 7, 2022, the *** technician arrived for the repair, and after completing a diagnosis, the technician noted that the Washer's issue was unable to be duplicated. You were dissatisfied with the ***'s findings, stated your intent to seek legal action, and requested a refund of the Washer's Plan and two additional Plans you purchased for a ** dryer (the "Dryer") and ******* refrigerator (the "Refrigerator"). At that time, you stated that the Asurion representative erroneously filed a new claim and scheduled service with ***'s Appliance ("MA").
  
  On September 12, 2022, MA contacted Asurion to report that you canceled the repair. You later contacted Asurion demanding a reimbursement. Your request for reimbursement was subsequently denied because your Washer was not eligible for reimbursement, and repairs to it must continue pursuant to the terms and conditions of the Plan. You were dissatisfied with the resolution and disconnected the call.
  
  Following receipt of the BBB matter, on September 21, 2022, an Asurion Resolution Specialist ("RS") contacted you to address your concerns. You expressed dissatisfaction with your repair experience with *** and requested to cancel all three plans for the Washer, Dryer, and Refrigerator and receive a prorated refund of the Plans.
  
  On September 27, 2022, Asurion authorized and processed a full Plan refund for the Washer ($96.29) in addition to the prorated plan refunds for the Dryer ($12.84) and Refrigerator ($20.54), totaling $129.67, for processing and delivery within 10 business days.
  
  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 additional questions or concerns, please contact me directly using the information below. I am available by email between the hours of 9 am and 4 pm CST, Monday through Friday.
  
  
  Regards,
  
  *** **********
  Senior Writer, Asurion
  Email: ***********@asurion.com

• Initial Complaint

  Date:09/13/2022

  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.

  We are filing a complaint because we have been long time loyal customers with Asurion for the Home Protection Plus that we can pay for monthly with our ******* wireless bill and we currently had a claim for our laptop chrome book and we are being denied the proper service and coverage due to the fact that there was never a sticker on the actual device from Best Buy with the model and serial number but they instead placed it on the box which I have explained and sent in pictures to Asurion and yet they are denying to move forward with my claim issue due to no fault of my own and this is unethical and ridiculous when I was still able to provide the serial and model number for the device from the purchase box sent from Best Buy.

  Business Response

  Date: 10/14/2022

  October 14, 2022
  
  ***** and *****************************
  4908 *******************
  *******, ** 33584
  
  RE: ***************************** Mr. and ****************,
  
  In connection with the above-referenced complaint filed with the Better Business Bureau ("BBB"), we submit the below in response.
  
  The complaint you filed with the BBB on September 14, 2022, states:
  
  "We are filing a complaint because we have been long time loyal customers with Asurion for the Home Protection Plus that we can pay for monthly with our ******* wireless bill and we currently had a claim for our laptop chrome book and we are being denied the proper service and coverage due to the fact that there was never a sticker on the actual device from Best Buy with the model and serial number but they instead placed it on the box which I have explained and sent in pictures to Asurion and yet they are denying to move forward with my claim issue due to no fault of my own and this is unethical and ridiculous when I was still able to provide the serial and model number for the device from the purchase box sent from Best Buy."
  
  The following is the desired resolution listed in your complaint:
  
  "Contact by the business; Finish the job; Repair."
  
  Response:
  
  ******* Home Device Protect ("VHDP") is an optional service contract program that includes service contract coverage, digital security benefits, and technical support services for an unlimited number of eligible consumer home electronics associated with the consumer's ******* service address. VHDP covers mechanical and electrical breakdowns due to defects in materials or workmanship including those due to normal wear and tear, power surge, and Accidental Damage from Handling ("ADH") on select portable electronic products. Asurion Services, LLC ("Asurion") serves as the administrator of the Plan which you enrolled in on September 21, 2020.
  
  Following the receipt of your matter, ******* conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter. Asurion found that on September 12, 2022, you initiated a claim for a ************** IdeaPad Flex 3 ("Product") due to the Product not working properly (specifically the Product's screen not working properly). After completing the required Claim Facilitation Form on September 13, 2022, your claim was approved to proceed pending Asurion's receipt of photos of the Product's front, back, screen, and model/serial plate. You advised that the Product did not have a model/serial plate. On the following day, a Resolution Specialist ("**") contacted you to provide you with assistance with the claim process. During the conversation, the ** assisted you with basic troubleshooting, during which you were able to self-resolve the Product's issue. You stated that you were able to power the Product on, and no further action was needed.
  
  We sincerely apologize for your frustration. Since you were able to resolve this matter, we will consider this matter closed.
  
  If you have any other questions, I am available by email Monday through Friday between the hours of 9:00 am and 4:00 pm CT.
  
  Sincerely,
  ******* Tears
  Senior Compliance Analyst, Regulatory Complaints
  Email: *************************
  

  Customer Answer

  Date: 10/14/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  

• Initial Complaint

  Date:09/12/2022

  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 August 25th, 2022 I made an initial claim with Asurion regarding my phone's broken screen and how to go about getting it fixed. I was given an address and was told to go there to have my phone screen fixed. I arrived to the location on 8/27/2022 only to be told that they never received my claim and I had to call back into Asurian/Samsung to have the claim resubmited to have my phone fixed. I resubmitted the claim while in the store. 3 hours later i return to the store and am told that they were unable to fix my phone screen and already notified Asurion and sent pictures of the reasoning (back of the device was also cracked) and that I would need to ocntact Asurion for the next steps. I contacted Asurion and was told that I would received a replacement device by Monday 8/29/2022 and would need to follow the steps in the link provided to me. I tried the link several times and it did not work. On 8/29/2022 I contacted Asurion and was then told that i needed to provide additional information. I submitted that information twice in the system and each time was told they could not access the information. I then finally escalated the situation and the escalation side finally found my information and I was told that I would be reveiving a new ****** s22 as the s21 is discontinued within 14 business days. I was even offered a color choice between red and green. Today, 9/12/2022 I was adivsed that I wold not be getting the S22 and the only thing I could be offered is a check for the amount that i paid for this current broken phone and that I would have to return the phone within a certain period. The amount of the check is not enough for me to purchase a new phone as the current model that I have is discontinued. I am also unable to keep this phone to use as a trade in value to make up for the difference in cost. It is also to be noted that from the beginning of this claim I have been going back and forth with the customer care team and having to escalate each time.
  

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 5, 2022/10/04) */
  October 4, 2022
  
  
  **********************************************************************************,
  
  In connection with the above-referenced case filed with the Better Business Bureau ("BBB"), we submit the below in response.
  
  Your matter filed with the BBB states:
  
  "On August 25th, 2022 I made an initial claim with Asurion regarding my phone's broken screen and how to go about getting it fixed. I was given an address and was told to go there to have my phone screen fixed. I arrived to the location on******************************************************************************************************** to have the claim resubmited to have my phone fixed. I resubmitted the claim while in the store. 3 hours later i return to the store and am told that they were unable to fix my phone screen and already notified Asurion and sent pictures of the reasoning (back of the device was also cracked) and that I would need to ocntact Asurion for the next steps. I contacted Asurion and was told that I would received a replacement device by Monday 8/29/2022 and would need to follow the steps in the link provided to me. I tried the link several times and it did not work. On 8/29/2022 I contacted Asurion and was then told that i needed to provide additional information. I submitted that information twice in the system and each time was told they could not access the information. I then finally escalated the situation and the escalation side finally found my information and I was told that I would be reveiving a new ****** s22 as the s21 is discontinued within 14 business days. I was even offered a color choice between red and green. Today, 9/12/2022 I was adivsed that I wold not be getting the S22 and the only thing I could be offered is a check for the amount that i paid for this current broken phone and that I would have to return the phone within a certain period. The amount of the check is not enough for me to purchase a new phone as the current model that I have is discontinued. I am also unable to keep this phone to use as a trade in value to make up for the difference in cost. It is also to be noted that from the beginning of this claim I have been going back and forth with the customer care team and having to escalate each time."
  
  The following is the desired resolution listed in your complaint:
  
  "Receive the check and keep this phone to use as a trade in value to make up for the difference in cost for being forced to purchase a new S22 phone.; receive a check to cover the full cost to purchase the S22 replacement phone as the S21 is discontinued.; Replacement"
  
  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 that on October 9, 2021, you enrolled in the Samsung Care+ program ("Plan"). On August 27, 2022, you filed a claim for a Samsung ****** S21 Ultra 5G 512 GB ("Claimed Device") due to a cracked screen. Asurion approved your claim for a walk-in cracked screen repair at a uBreakiFix ("UBIF") store.
  
  However, upon review of the Claimed Device, the UBIF store found that the back of the Claimed Device was also damaged, which is beyond the scope of a cracked screen repair. Therefore, the claim was refiled as a damage claim. You selected a replacement Device, which was on back order. Due to the back order, Asurion offered you the retail price of the Claimed Device minus the required deductible, but you refused this offer.
  
  Following receipt of this matter, an Asurion Resolution Specialist contacted you and again offered a reimbursement in the amount of $1,316.54 minus the required deductible for a total of $1,210.98, and you accepted the offer. Please note that, pursuant to the Plan Terms and Conditions, you must return the Claimed Device to Asurion in the return mailer we provided within ten (10) days or pay the applicable non-returned equipment charge. If you have any additional questions regarding this, please contact the Asurion Resolution Specialist.
  
  Receipt of reimbursement fulfills Asurion's obligation under the Plan. Therefore, we consider this matter resolved.
  
  Sincerely,
  
  ***********
  Staff Counsel
  ***********@asurion.com

• Initial Complaint

  Date:09/11/2022

  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 received an email stating, welcome to home protection plus with ***** The email informed me of a contract number and that I would be charged **** a month for services I signed up for. I never signed up for this. I never consented for this. Complete fraud. I had to spend over an hour on the phone being transferred from one person to the next until someone could finally cancel a contract that I never signed up for. Complete fraud.

  Business Response

  Date: 10/12/2022

  October 12, 2022
  
  *****************
  24905 **************
  Valencia, ** 91355
  
  
  RE: Case ID # ********
  
  Dear **************,
  
  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 September 12, 2022, states:
  
  "I received an email stating, welcome to home protection plus with ***** The email informed me of a contract number and that I would be charged **** a month for services I signed up for. I never signed up for this. I never consented for this. Complete fraud. I had to spend over an hour on the phone being transferred from one person to the next until someone could finally cancel a contract that I never signed up for. Complete fraud."
  
  The following is your desired resolution:
  
  "Refund; Billing adjustment."
  
  Response:
  
  Asurion Services, LLC ("Asurion") is an administrator of extended service plans, buyer protection services, and product support programs that serve more top consumer electronics retailers than any other provider. Following the receipt of this matter, ******* conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter related to the *** Asurion Home Plus plan ("Plan") that you were enrolled in from April 14, 2021 to July 12, 2021.
  The Plan is an optional service contract program that provides service contract coverage for an unlimited number of eligible consumer home electronics associated with the customer's residential address in the event they experience a mechanical or electrical failure caused by: defects in materials and/or workmanship; power surge; normal wear and tear; or dust, heat or humidity. It also covers "(v) unintentional and accidental damage from handling as a result of normal use ("ADH") for laptops, tablets, portable DVD/Blu-ray players, portable handheld gaming devices, wearables, audio headsets, virtual reality headset and printer display screens only".
  Following the receipt of your matter, Asurion conducted a full review of the relevant account with the aim to, where possible, remediate the matter. You stated in your complaint that you received an email welcoming you to home protection plus with ***** Our records indicate that you enrolled in the Plan on April 14, 2021. You contacted Asurion on May 18, 2021, to file a claim on your Apple Table PC ("Product") due to a cracked screen and a slow charge. The service fee for the repair was collected but you never completed the required Claims Facilitation Form ("CFF"). Due to the lack of activity with this claim, the claim was systematically closed due inactivity. Your service fee was refunded to you. Your Plan was also canceled during this period, and you were refunded for all payments paid into this Plan in the amount of $59.98.
  We sincerely apologize for your frustration. However, we believe the matter that arose in 2021 has been resolved. Additionally, we have confirmed that there are no other active *** Asurion Home Plus plans open under your name. If you believe you are currently enrolled, please contact me at your earliest convenience.
  If you have any other questions, I am available by email Monday through Friday between the hours of 9:00 am and 4:00 pm CT.
  
  Sincerely,
  ******* Tears
  Senior Compliance Analyst, Regulatory Complaints
  Email: ********************************
  

  Customer Answer

  Date: 10/12/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I made a complaint about this year that someone signed me up for a Schurian plus without my knowledge. This happened in 2022. And the response that I ******** addressed that was something that happened in 2021

  Business Response

  Date: 10/21/2022

  October 21, 2022
  
  *****************
  24905 **************
  Valencia, ** 91355
       
  
  RE: Case ID # ********
  
  Dear **************,
  
  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 September 12, 2022, states:
  
  I received an email stating, welcome to home protection plus with AT&T. The email informed me of a contract number and that I would be charged **** a month for services I signed up for. I never signed up for this. I never consented for this. Complete fraud. I had to spend over an hour on the phone being transferred from one person to the next until someone could finally cancel a contract that I never signed up for. Complete fraud.
  
  The following is your desired resolution:
  
  Refund; Billing adjustment.
  
  Your rebuttal filed with the BBB states:
  
  "I made a complaint about this year that someone signed me up for a Schurian plus without my knowledge. This happened in 2022. And the response that I Schurian addressed that was something that happened in 2021"
   
  Response:
  
  Thank you for your recent communication.  Based on the phone number provided in your initial BBB matter (ending ****), the only account/claim history located was reported to you in our previous response.  However, under the phone number ending ****, we have located the enrollment you reference above.  This enrollment has been fully canceled, and no charges have been incurred.  
  

  We sincerely apologize for your frustration and appreciate your recent correspondence.   
  

  If you have any other questions, I am available by email Monday through Friday between the hours of 9:00 am and 4:00 pm CT.
  
  Sincerely,
  
  ******* Tears
  Senior Compliance Analyst, Regulatory Complaints 
  Email: ********************************