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 Services Companies, LLC

  22660 Executive Dr Ste 122 Sterling, VA 20166

• 

  N.E.W. Customer Service Companies, LLC

  140 11th Avenue North Nashville, TN 37203

  
• 

  N.E.W. Customer Service Companies, LLC

  82 Totowa Road Wayne, NJ 07470

• 

  Power Plus

  PO Box 1340 Sterling, VA 20167

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:09/07/2022

  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 fridge from ********** in 8/2019 and with it and extended warranty. I filed a 3rd claim in July of this year, and my issue still has not been resolved. The repairman contracted to fix my fridge never came out to look at or fix it. They completed the claim on 8/17. When I called the warranty company (Asurion) they tried to contact them as well with no response. I was then told that ******* would start a buy out process, because the time of repairs was outside of a month of the claim being called in. The buy out was denied twice saying they wanted to go with the repairs on the fridge. ******* then opened a 4th claim to start the process over again on 8/30, saying a different contractor will come out 9/12. I called the warranty company again to ask for an explanation of making another claim with the claim that was started in July was never resolved. I could not get the manager on the phone that is handling my claim. I'm told that managers only call out and that the supervisors fr ********** warranty can only send them a message. I have requested multiple times to have a call back from this manager. He called once, and when I answered the phone he hung up. I have called the warranty people everyday to speak with the manager that is overseeing my claim. Just today I waited an hour on hold for the supervisor to contact the manager, and he didn't respond. I then asked this supervisor to give me a phone number to call and file a complaint against this manager. I called the number and it didn't go through for several attempts. I finally got through only to wait an hour and twenty minutes to get the receptionist to route my call. I hung up the phone.

  Business Response

  Date: 10/04/2022

  October 4, 2022
  
  
  *********************
  1118 **************.
  ****, ** 27511
  
  Re: Case #********
  
  Dear ****************,
  
  In connection with the above-referenced complaint filed with the Better Business Bureau ("BBB"), we submit the below in response.
  
  The case you filed with the BBB on September 7, 2022 states:
  
  "I purchased a fridge from ********** in 8/2019 and with it and extended warranty. I filed a 3rd claim in July of this year, and my issue still has not been resolved. The repairman contracted to fix my fridge never came out to look at or fix it. They completed the claim on 8/17. When I called the warranty company (Asurion) they tried to contact them as well with no response. I was then told that ******* would start a buy out process, because the time of repairs was outside of a month of the claim being called in. The buy out was denied twice saying they wanted to go with the repairs on the fridge. ******* then opened a 4th claim to start the process over again on 8/30, saying a different contractor will come out 9/12. I called the warranty company again to ask for an explanation of making another claim with the claim that was started in July was never resolved. I could not get the manager on the phone that is handling my claim. I'm told that managers only call out and that the supervisors fr ********** warranty can only send them a message. I have requested multiple times to have a call back from this manager. He called once, and when I answered the phone he hung up. I have called the warranty people everyday to speak with the manager that is overseeing my claim. Just today I waited an hour on hold for the supervisor to contact the manager, and he didn't respond. I then asked this supervisor to give me a phone number to call and file a complaint against this manager. I called the number and it didn't go through for several attempts. I finally got through only to wait an hour and twenty minutes to get the receptionist to route my call. I hung up the phone."
  
  The following is the desired resolution listed in your complaint:
  
  "Contact by the business; Finish the job."
  
  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 your case, ******* conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter. Asurion found that on August 29, 2019, you purchased a 5-year Protection Plan (the "Plan") for your KitchenAid refrigerator (the "Unit") from *************** On July 19, 2022, you initiated a claim because the Unit was not functioning properly. The Unit was subsequently repaired, but the repair did not resolve the Unit's issue. Unfortunately, the issue remains unresolved.
  
  Following receipt of the BBB matter, On Septermber 20, 2022, Asurion confirmed with you that the repair was completed and that the Unit is working as it should. Accordingly, we consider this matter resolved.
  
  We sincerely apologize for any inconvenience this may have caused. We make a commitment to our customers to make the claim process easy and convenient, and we truly regret that this was not so when you contacted us.
  
  If you have any 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: ***********************
  

  Customer Answer

  Date: 10/05/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I don't accept this response, because when I first started the claim the initial contractors that were hired never showed up to inspect my issue with the fridge. All they did was waste my time and energy. They completed the claim stating that they fixed the fridge. I was left with calling the service line daily waiting to hear a response from the manager assigned to the claim. I was told that if the repair was going to take longer than 30 days that I would be considered for a buy out. The first time this was initiated, it took a week and I had to call to find out that it was denied because the contractors had the parts. I called the contractor and he stated that he didn't have the parts. After that call the contractor made himself unavailable to me and asurion. Once that was made clear, the supervisor initiated another buyout claim. I was told after 2 weeks that the claim was denied again, and they opened a 4th claim to were they assigned a different contractor to come out to look at the fridge. This process took over 2 months, and when I tried to get in contact with the manager over the claim (******) he would not call me back. He called once time only to hang up the phone when I answered. I even waited on hold for 1hr with a representative for them to respond. So with this statement of, "The Unit was subsequently repaired, but the repair did not resolve the Unit's issue." is just not true. The truth is that it was never repaired upon the 3rd claim that I initiated. The unit didn't get fixed until ******* started a 4th claim to assign a new contractor almost 2 months after my claim was filed in July 19 2022. Now it was officially completed on September 19th 2022.

  Business Response

  Date: 10/12/2022

  October 12, 2022
  
  
  *********************
  1118 **************.
  ****, ** 27511
  
  Re: Case #********
  
  Dear ****************,
  
  I am writing in response to the October 5, 2022 rebuttal you filed with the Better Business Bureau ("BBB") regarding Asurion's response to the above-referenced case.
  
  In your rebuttal filed with the BBB, you state:
  
  "I don't accept this response, because when I first started the claim the initial contractors that were hired never showed up to inspect my issue with the fridge. All they did was waste my time and energy. They completed the claim stating that they fixed the fridge. I was left with calling the service line daily waiting to hear a response from the manager assigned to the claim. I was told that if the repair was going to take longer than 30 days that I would be considered for a buy out. The first time this was initiated, it took a week and I had to call to find out that it was denied because the contractors had the parts. I called the contractor and he stated that he didn't have the parts. After that call the contractor made himself unavailable to me and asurion. Once that was made clear, the supervisor initiated another buyout claim. I was told after 2 weeks that the claim was denied again, and they opened a 4th claim to were they assigned a different contractor to come out to look at the fridge. This process took over 2 months, and when I tried to get in contact with the manager over the claim (******) he would not call me back. He called once time only to hang up the phone when I answered. I even waited on hold for 1hr with a representative for them to respond. So with this statement of, "The Unit was subsequently repaired, but the repair did not resolve the Unit's issue." is just not true. The truth is that it was never repaired upon the 3rd claim that I initiated. The unit didn't get fixed until ******* started a 4th claim to assign a new contractor almost 2 months after my claim was filed in July 19 2022. Now it was officially completed on September 19th 2022."
  
  
  Response:
  
  Thank you for the additional claim details. According to the claim notes, the service center reported the job as complete on August 17, 2022 without any additional explanation. Therefore, at that time, we believed that the job was completed as indicated by the service center.
  
  Again, 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.
  
  Regards,
  
  *****************
  Senior Writer, Asurion
  ********************************************************`
  

  Customer Answer

  Date: 10/13/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Why is it so hard to believe what I'm saying? I understand what you're telling me that the service center completed the claim on Aug 17th. I received an email and text message at 6:40am, I called the 24hr phone number at 6:50am. To ask 1 why is my claim in the complete status, and 2 to inform the associate on the phone that the contractor hasn't been in contact with me nor has come to my home to even inspect the fridge in question. The associate on the phone told me that my claim has not been completed and that it's still open and she apologize for any inconvenience that *** have caused.. You should be able to look at your call log from the 17th of Aug to Sept 8th or 9th. I've called everyday and some multiple times a day to get your contractor to come out and fix my fridge. If you believe that they came out completed the work, then I ask you why was a buy out presented a 2nd time. As well as attempts to contact the contractor multiple times. Now from the many times that I've called and spoken to many different people, your policy states that upon the 4th claim a buy-out option is to be considered when sending out a contractor. I would like to know if your going to follow your policy if and when I have another issue with my fridge or will I have to do this same song and dance again, and be without a fridge for another 2 months while getting the run-a-round.

  Business Response

  Date: 10/20/2022

  October 20, 2022
  
  *********************
  1118 **************.
  ****, ** 27511
  
  Re: Case #********
  
  Dear ****************,
  
  I am writing in response to the October 13, 2022 rebuttal you filed with the Better Business Bureau ("BBB") regarding Asurion's response to the above-referenced case.
  
  In your rebuttal filed with the BBB, you state:
  "Why is it so hard to believe what I'm saying? I understand what you're telling me that the service center completed the claim on Aug 17th. I received an email and text message at 6:40am, I called the 24hr phone number at 6:50am. To ask 1 why is my claim in the complete status, and 2 to inform the associate on the phone that the contractor hasn't been in contact with me nor has come to my home to even inspect the fridge in question. The associate on the phone told me that my claim has not been completed and that it's still open and she apologize for any inconvenience that *** have caused.. You should be able to look at your call log from the 17th of Aug to Sept 8th or 9th. I've called everyday and some multiple times a day to get your contractor to come out and fix my fridge. If you believe that they came out completed the work, then I ask you why was a buy out presented a 2nd time. As well as attempts to contact the contractor multiple times. Now from the many times that I've called and spoken to many different people, your policy states that upon the 4th claim a buy-out option is to be considered when sending out a contractor. I would like to know if your going to follow your policy if and when I have another issue with my fridge or will I have to do this same song and dance again, and be without a fridge for another 2 months while getting the run-a-round."
  Response:
  
  For clarification, Asurion is not disputing your claim regarding the completed repair status that was documented by the service center. Asurion sincerely apologizes that the job was not completed as indicated by the service center.
  
  Although Asurion is unable to speak on any potential future claims for the Unit, Asurion will be happy to address any concerns consistent with the terms and conditions of the Plan at that time.
  
  
  Regards,
  
  *****************
  Senior Writer, Asurion
  ********************************************************
  

• Initial Complaint

  Date:09/07/2022

  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 bought an extended warranty through this company on a stove. They have been out three times since August 6th and replaced the same exact parts to no avail. They claimed the product was not repairable and that they would do a buy out on this appliance. After I got the call where they asked me if I wanted a buy out or replacement they said I would get a call in 3-5 days to make arrangements. I have a family and have been with a non working stove for over a month. They will not stand behind their warranty that we purchased and are now saying that they need to come out again to fix the stove. ********** is not standing behind this vendor and neither is Asurion. I would stay away at all costs. This has cost me 5 days off work and now they want to schedule another one. I truly cant believe it. PLEASE PLEASE PLEASE DO NOT use this company!
  

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 5, 2022/10/03) */
  October 3, 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 7, 2022, states:
  
  "I bought an extended warranty through this company on a stove. They have been out three times since August 6th and replaced the same exact parts to no avail. They claimed the product was not repairable and that they would do a buy out on this appliance. After I got the call where they asked me if I wanted a buy out or replacement they said I would get a call in 3-5 days to make arrangements. I have a family and have been with a non working stove for over a month. They will not stand behind their warranty that we purchased and are now saying that they need to come out again to fix the stove. ********** is not standing behind this vendor and neither is Asurion. I would stay away at all costs. This has cost me 5 days off work and now they want to schedule another one. I truly cant believe it. PLEASE PLEASE PLEASE DO NOT use this company!"
  
  The following is the desired resolution listed in your complaint:
  
  "They need to buy out the stove so I can replace it and feed my family. The day before I am having a new stove delivered they rescinded on the buy out."
  
  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 October 2, 2017, you purchased a 5-year Protection Plan ("Plan") for your ******* Range (the "Product") from **************. On September 7, 2022, you initiated a claim because the two left burners were not functioning properly. You explained that prior to this, multiple repairs had been completed for the same issue. However, the issue has remained unresolved, and you requested reimbursement because you stated that the previous technician informed you that the Product was unrepairable. However, Asurion did not receive a report from the previous technician that the Product was unrepairable. Therefore, Asurion advised you that you must continue with repairs.
  
  All claim determinations are based upon the Plan's terms and conditions. A full and complete copy of the terms and conditions (please see attached copy) governing the Plan was made available to you on the date of purchase at the point of sale. The most pertinent portion of the Plan's terms and conditions is included below for your reference:
  
  No Lemon Policy: After three (3) service repairs have been completed on an individual product for the same breakdown or component, and that product requires a fourth (4th) repair for the same breakdown or component, as determined by us, we will replace it, at our discretion, with a new or remanufactured product of like kind and quality that performs to the factory specifications of the original product or provide you a ********** gift card or check with a value equivalent to the original purchase price of the product, including sales tax. This Plan shall be satisfied upon replacement of your product or issuance of your gift card or check.
  
  Pursuant to the No-Lemon Policy cited above, the qualification for replacement or reimbursement under the No-Lemon Policy is considered only after three (3) service repairs have been completed for the same breakdown or component, and the Product requires a fourth (4th) repair for the same breakdown or component. Your claim history reflects that your Product has only undergone two (2) completed repairs: Claims # 200900515 and # 1669477881. We note that "rework" repairs do not count towards a qualifying repair (i.e., Claim # 1673056693). Therefore, your Product does not meet the criteria for replacement or reimbursement under the No-Lemon Policy, and repairs to it must continue.
  
  On Septermber 29, 2022, Asurion confirmed that the service technician replaced the main power control board and coils and reported that the Product is working as it should. Accordingly, we consider this matter resolved.
  
  We sincerely apologize for any inconvenience this may have caused.
  
  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:09/06/2022

  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.

  16 August 2022I am, soon to be was, a *******/Asurion Home Device Protect subscriber.On 7/1/2022 I submitted a laptop for servicing. The unit had a broken screen and was unreadable, but otherwise the unit worked. I was directed to take the unit to the UBREAKIFIX store in Bowie Maryland. I received an estimated pickup of 7/8/2022. The very same day the store called and said they were going to send it to a service center.However, after waiting for a month to ascertain the status of the repair, I had to call to get that information. The very next day, I received an email from Asurion stating that the unit was unrepairable and I was given the option of receiving the service fee refund. What was shocking though was the statement that I had to choose a replacement value of $68. I immediately called both ******* and Asurion and asked for the unit to be returned or at the very least the hard drive. I was informed that the unit no longer belonged to me, Asurion owned it now as it was their policy to not return units. What ? At no time did I relinquish ownership of my laptop. As I said before, the only thing wrong with my laptop was the broken screen which prevented me from backing up my data. If I has known that the service center was unreliable, I would have removed the hard drive and preserved my data. I would not expect such service from such a highly rated company.My honest guess is that the service center either misplaced my laptop or damaged it beyond repair.I am asking you to make this right. I have included below the ticket info.Thank you for your positive response.I amJames L. **************************aurel MD 20724REFERENCE:Sale 1/802854Merchant ID *************Work Order********* created 7/1/2022
  

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 8, 2022/10/06) */
  October 6, 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 6, 2022, states:
  
  "16 August 2022I am, soon to be was, a *******/Asurion Home Device Protect subscriber.On 7/1/2022 I submitted a laptop for servicing. The unit had a broken screen and was unreadable, but otherwise the unit worked. I was directed to take the unit to the UBREAKIFIX store in Bowie Maryland. I received an estimated pickup of 7/8/2022. The very same day the store called and said they were going to send it to a service center.However, after waiting for a month to ascertain the status of the repair, I had to call to get that information. The very next day, I received an email from Asurion stating that the unit was unrepairable and I was given the option of receiving the service fee refund. What was shocking though was the statement that I had to choose a replacement value of $68. I immediately called both ******* and Asurion and asked for the unit to be returned or at the very least the hard drive. I was informed that the unit no longer belonged to me, Asurion owned it now as it was their policy to not return units. What ? At no time did I relinquish ownership of my laptop. As I said before, the only thing wrong with my laptop was the broken screen which prevented me from backing up my data. If I has known that the service center was unreliable, I would have removed the hard drive and preserved my data. I would not expect such service from such a highly rated company.My honest guess is that the service center either misplaced my laptop or damaged it beyond repair.I am asking you to make this right. I have included below the ticket info.Thank you for your positive response.I am******************************************* 20724REFERENCE:Sale 1/802854Merchant ID *************Work Order ******** created 7/1/2022."
  
  The following is the desired resolution listed in your complaint:
  
  "Finish the job."
  
  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.
  
  Following the receipt of your matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter. Asurion found that on June 29, 2022, you initiated a claim for an **** Laptop ("Product") due to ADH resulting in a cracked screen. Your Product was not repairable and therefore, pursuant to the Plan terms and conditions, reimbursement for the replacement cost of the Product was offered. Unfortunately, the matter went unresolved. To remedy this matter, an Asurion Resolution Specialist ("RS") contacted you on September 29, 2022, and an amicable resolution was provided. The RS apologized for the overall experience and you accepted the offered reimbursement amount.
  
  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.
  
  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,
  *************
  Senior Compliance Analyst, Regulatory Complaints
  Email: *************@asurion.com
  
  
  Consumer Response /* (3000, 10, 2022/10/07) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Although according to Asurion my laptop was "unrepairable" and became their property. NOWHERE in th etrms and conditions say they have the right to arbitrarily seize my property. It is not clearly and unequivocally stated.
  The laptop itself was not damaged. All that needed was a screen replacement. If they could not replace the screen they should, in best business practices, asked if I wanted the laptop returned.
  It is my honest belief that the laptop was either lost or damaged during the attempted repair. I would like to know which. Replacing a screen does NOT render a laptop unrepairable.
  At the simple note I should have been given the option of either returning the unit itself or the hard drive. Not good business practice
  
  
  Business Response /* (4000, 12, 2022/10/13) */
  October 13, 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 6, 2022, states:
  
  "16 August 2022I am, soon to be was, a *******/Asurion Home Device Protect subscriber.On 7/1/2022 I submitted a laptop for servicing. The unit had a broken screen and was unreadable, but otherwise the unit worked. I was directed to take the unit to the UBREAKIFIX store in Bowie Maryland. I received an estimated pickup of 7/8/2022. The very same day the store called and said they were going to send it to a service center.However, after waiting for a month to ascertain the status of the repair, I had to call to get that information. The very next day, I received an email from Asurion stating that the unit was unrepairable and I was given the option of receiving the service fee refund. What was shocking though was the statement that I had to choose a replacement value of $68. I immediately called both ******* and Asurion and asked for the unit to be returned or at the very least the hard drive. I was informed that the unit no longer belonged to me, Asurion owned it now as it was their policy to not return units. What ? At no time did I relinquish ownership of my laptop. As I said before, the only thing wrong with my laptop was the broken screen which prevented me from backing up my data. If I has known that the service center was unreliable, I would have removed the hard drive and preserved my data. I would not expect such service from such a highly rated company.My honest guess is that the service center either misplaced my laptop or damaged it beyond repair.I am asking you to make this right. I have included below the ticket info.Thank you for your positive response.I am*************************************************REFERENCE:Sale 1/802854Merchant ID********************************* created 7/1/2022."
  
  The following is the desired resolution listed in your complaint:
  
  "Finish the job."
  
  Your recent rebuttal filed with the BBB on October 7, 2022:
  
  "Although according to Asurion my laptop was "unrepairable" and became their property. NOWHERE in th etrms and conditions say they have the right to arbitrarily seize my property. It is not clearly and unequivocally stated.
  The laptop itself was not damaged. All that needed was a screen replacement. If they could not replace the screen they should, in best business practices, asked if I wanted the laptop returned.
  It is my honest belief that the laptop was either lost or damaged during the attempted repair. I would like to know which. Replacing a screen does NOT render a laptop unrepairable.
  At the simple note I should have been given the option of either returning the unit itself or the hard drive. Not good business practice."
  
  Thank you for your recent communication. We sincerely apologize for your frustration and appreciate your feedback. Your experience is not representative of the quality or reliability of the service we aim to provide, and your feedback is instrumental in identifying opportunities for continuous improvement. An Asurion Resolution Specialist ("RS") contacted you via email on October 10, 2022 to verify you had received the check and to answer any final questions. You informed the RS that you were in receipt of the check.
  
  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,
  *************
  Senior Compliance Analyst, Regulatory Complaints
  Email: *************@asurion.com

• Initial Complaint

  Date:09/06/2022

  Type:Customer Service 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 November 5,2020 I bought a ******* fridge model number RF28T5001SR from *********** I purchased their 5 year extended warranty from Asurion. My fridge broke down before 7/28/2022 because I noticed all my freezer food was not cold on 7/28/2022. ****** was at 50 degress and freezer 47 degress and getting hotter. I did all the troubleshooting they asked and more from online search.I called *********** they said call *******. ******* could not help as it was over a year old. I was told by ********** the second time to call asurion because I paid the $195 plus tax for the extended warranty. Asurion has given me the run around since 7/28/2022. They said they can not come out to fix it , they do not have a 3rd party to come fix it, they will not provide me a loaner, I asked for a manager to call me several times and no call back. They said the are trying to do a replacement or a buy out and still no answer. They have a fix it fast clause within 7 days and it has been more ,in this clause it states if they can not fix it they pay $50 to me. I also put in a food reimbursement for over the $900 of food loss but they only pay $300 with proof of repair receipt. They will not come and fix it so I can not provide what they need. Also with paying the $195 extended warranty, I would have 3 more years left and they will not reimburse me for what I paid for. They are also saying I paid $1200 something for fridge but I paid $1493 plus tax and this is if and when they decide buy out.Again, I am not getting a resolution with them. They hang up on me etc.I need help.

  Business Response

  Date: 10/03/2022

  October 3, 2022
  
  *************************
  3007 ***********.
  *********, ** 98310
  
  Re: Case #********
  
  Dear ******************,
  
  In connection with the above-referenced case filed with the Better Business Bureau ("BBB"), we submit the below in response.
  
  The case you filed with the BBB on September 6, 2022, states:
  
  "On November 5,2020 I bought a ******* fridge model number RF28T5001SR from *********** I purchased their 5 year extended warranty from Asurion. My fridge broke down before 7/28/2022 because I noticed all my freezer food was not cold on 7/28/2022. ****** was at 50 degress and freezer 47 degress and getting hotter. I did all the troubleshooting they asked and more from online search.I called *********** they said call *******. ******* could not help as it was over a year old. I was told by ********** the second time to call asurion because I paid the $195 plus tax for the extended warranty. Asurion has given me the run around since 7/28/2022. They said they can not come out to fix it , they do not have a 3rd party to come fix it, they will not provide me a loaner, I asked for a manager to call me several times and no call back. They said the are trying to do a replacement or a buy out and still no answer. They have a fix it fast clause within 7 days and it has been more ,in this clause it states if they can not fix it they pay $50 to me. I also put in a food reimbursement for over the $900 of food loss but they only pay $300 with proof of repair receipt. They will not come and fix it so I can not provide what they need. Also with paying the $195 extended warranty, I would have 3 more years left and they will not reimburse me for what I paid for. They are also saying I paid $1200 something for fridge but I paid $1493 plus tax and this is if and when they decide buy out.Again, I am not getting a resolution with them. They hang up on me etc.I need help."
  
  The following is the desired resolution listed in your complaint:
  
  "Finish the job; Repair; 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 November 5, 2020, you purchased a 5-year Protection Plan ("Plan") for your ******* refrigerator (the "Unit") from *************** On July 28, 2022, you initiated a claim due to a cooling failure. Unfortunately, ******* was having difficulties with locating an available Asurion-authorized service center, and as of the BBB filing, the issue remains unresolved.
  
  Following receipt of the BBB matter, it was confirmed that due to the repair delay, a Product reimbursement was authorized. On August 9, 2022, Asurion forwarded the $1,414.82 electronic gift card ("EGC") reimbursement to your email address on file, as well as a food loss reimbursement. In addition, due to the service delay, Asurion processed a $50 reimbursement under the Plan's Fix It Fast program. Therefore, we believe the issues raised in this matter have been fully resolved.
  
  Receipt of the above-referenced Product reimbursement, representing the purchase price of the Unit, including tax, fulfills all obligations owed to you by Asurion under this Plan. Therefore, we believe the issues raised in the matter have been resolved.
  
  We sincerely apologize for any inconvenience this may have caused. We make a commitment to our customers to make the claim process easy and convenient, and we truly regret that this was not so when you contacted us.
  
  If you have any 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: ***********************
  
  

• Initial Complaint

  Date:09/06/2022

  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 requested a repair on my 75" ******* Smart TV due to an issue with the Bluetooth and the WIFI board failing. Asurion set up a service repair with a company over an hour from my location. Due to my health and safety concerns, I requested that the repair takes place in a facility or alternate location to reduce the risk of exposure. They assigned a different company to come out to repair the TV that was almost two hours away. The individual was given specific instructions to NOT call my phone when he was in route. He called anyways. He gets here and isn't wearing a mask or face covering, doesn't sanitize his hands, uses my restroom without asking if it was acceptable. He left a screwdriver in the back of the TV and attempted to mounted the TV with the tool inside of the TV. The screwdriver fell and banged around inside the TV and he took it apart a second time. He stated that he did not completely repair all of the necessary repairs and would have to come back. I am not letting this man or anyone from this company in my home after my experience today. He put my whole home at risk by not taking the necessary precautions and didn't finish the repairs. Asurion stated that he did not submit his report of the repairs and they were unsuccessful in contacting him. They stated that could not replace or buyout my TV due to the issues encountered and would send the same technician out to diagnose the damage.
  

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 5, 2022/10/04) */
  October 4, 2022
  
  *******************************************************************************************,
  
  In connection with the above-referenced complaint filed with the Better Business Bureau ("BBB"), we submit the below in response.
  
  The case you filed with the BBB on September 6, 2022 states:
  
  "I requested a repair on my 75" ******* Smart TV due to an issue with the Bluetooth and the WIFI board failing. Asurion set up a service repair with a company over an hour from my location. Due to my health and safety concerns, I requested that the repair takes place in a facility or alternate location to reduce the risk of exposure. They assigned a different company to come out to repair the TV that was almost two hours away. The individual was given specific instructions to NOT call my phone when he was in route. He called anyways. He gets here and isn't wearing a mask or face covering, doesn't sanitize his hands, uses my restroom without asking if it was acceptable. He left a screwdriver in the back of the TV and attempted to mounted the TV with the tool inside of the TV. The screwdriver fell and banged around inside the TV and he took it apart a second time. He stated that he did not completely repair all of the necessary repairs and would have to come back. I am not letting this man or anyone from this company in my home after my experience today. He put my whole home at risk by not taking the necessary precautions and didn't finish the repairs. Asurion stated that he did not submit his report of the repairs and they were unsuccessful in contacting him. They stated that could not replace or buyout my TV due to the issues encountered and would send the same technician out to diagnose the damage."
  
  The following is the desired resolution listed in your complaint:
  
  "Refund; 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 October 2, 2020, you purchased a 3-year Protection Plan (the "Plan") for your ******* 75-inch LED TV (the "Product") from******. On June 14, 2022, you initiated a claim because the Product was experiencing an issue with connecting to the Wi-Fi and Bluetooth. Asurion scheduled service with ******** ********** Service ("***") and the *** technician arrived for the repair. However, due to various reasons, you refused to continue with the repair and are requesting a Product reimbursement or replacement.
  
  All claim determinations are based upon 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 at the point of sale. The most pertinent portion of the Plan's terms and conditions is included below for your reference:
  
  What Is Covered:
  
  All Product Plans Except Jewelry & Watches: This Plan covers replacement costs or parts and labor costs to repair your product in the event your product experiences a breakdown which is not covered under any insurance policy, other warranty, or any other service contract. We will, at our discretion, repair or replace the product, or reimburse you for authorized repairs to or replacement of the product, when required due to a breakdown. In-home, depot or carry-in service may be available; the customer service representative will inform you what type of service your product qualifies for after the filing of the claim. For depot service, you will be responsible for delivery or the cost of delivery of the product to the service center for repair or replacement. Non-original parts may be used for repair of the product. If we determine that we cannot service your product as specified in this Plan, we may replace it with a replacement product or, at our discretion, we may issue you a gift card or check for the original purchase price you paid for the product, including applicable sales tax, as indicated on your sales receipt or order confirmation email. At our sole discretion, we may require that you return the product to us as a condition to receiving a replacement product or reimbursement. In the event we provide you a replacement product or reimburse you for the purchase price you paid for the product, including applicable sales tax, all of our obligations under this Plan have been fulfilled in their entirety and this Plan will terminate. (emphasis added.)
  
  Your Plan, contract number 81667409749, purchased on October 2, 2020, provided coverage for qualifying repairs until the expiration of the Plan on October 1, 2023. As indicated above, if we determine that we cannot service your product as specified in the Plan, we may replace it with a replacement product or, at our discretion, we may issue you a gift card or check for the original purchase price of that product, including applicable sales tax, as indicated on your order confirmation email. When you expressed your concerns with the *** service technician, Asurion offered you the option to have your Product repaired by a local servicer of your choice and receive reimbursement for the cost of the repairs; however, you declined. At this time, repairs to the Product must continue as cited in the terms and conditions of the Plan.
  
  Upon receiving the BBB case, on September 30, 2022, an Asurion representative left a detailed message advising you that repairs to the Product must continue. If further assistance is required, please contact the Asurion representative directly at the phone number provided to you.
  
  The policy guidelines Asurion adhered to regarding your concerns have been explained in this letter. Please contact me if you have any other concerns or questions. I am available by email Monday through Friday from the hours of 9:30am to 4:00pm CST.
  
  Regards,
  *** **********
  Senior Writer, Asurion
  Email: ***********@asurion.com

• Initial Complaint

  Date:09/05/2022

  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.

  BOUGHT AN ASURION 3 Year PC Peripheral Protection Plan ($350 - $399.99) THAT CLEARLY STATES``coverage begins after the manufacturer's warranty expires`` WARRANTY IS EVEN STILL ACTIVE ON THEIR WEBSITE, MY TV/MONITOR WENT OUT AND OF COURSE THEY WILL NOT HONOR WARRANTY!
  

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 6, 2022/09/30) */
  September 30, 2022
  
  **** ******
  ******************************************3
  
  Re: Case # ********
  
  Dear Ms. ******,
  
  In connection with the above-referenced case filed with the Better Business Bureau ("BBB"), we submit the below in response.
  
  The case you filed with the BBB on September 5, 2022, states:
  
  "BOUGHT AN ASURION 3 Year PC Peripheral Protection Plan ($350 - $399.99) THAT CLEARLY STATES``coverage begins after the manufacturer's warranty expires`` WARRANTY IS EVEN STILL ACTIVE ON THEIR WEBSITE, MY TV/MONITOR WENT OUT AND OF COURSE THEY WILL NOT HONOR WARRANTY!"
  
  The desired resolution listed in your case states the following:
  
  "Store credit"
  
  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 February 8, 2019, you purchased an ** Monitor ("Product") from ********** along with an Asurion 3-Year PC Peripheral Protection Plan ("Plan"). On February 7, 2022, the Plan expired. On September 5, 2022, you attempted to file a claim for the Product. However, your claim request was denied as the Plan had expired.
  
  Asurion investigated your concerns and determined that your claim was correctly denied. The pertinent portion of the Terms and Conditions governing your Plan:
  
  Term of Coverage:
  The term of this Plan begins on your date of purchase and continues for the period indicated on your sales receipt or your order confirmation email. This Plan is inclusive of the manufacturer's warranty; it does not replace the manufacturer's warranty. Except for the enhanced coverage's outlined above, which begin on your date of purchase, all other Plan coverage becomes effective immediately following either the expiration of the retailer's store return policy or the expiration of the manufacturer's warranty, whichever is longer. Plan coverage remains in effect throughout the duration of your term, unless cancelled or fulfilled pursuant to the provisions below. In the event your product is being serviced by an authorized service center when this Plan expires, the term of this Plan will be extended until the covered repair has been completed. There will be no lapse in coverage if you relocate your business, provided that you continue this Plan and notify us of such relocation. (emphasis added.)
  
  Pursuant to the Plan Terms and Conditions, the Plan begins on the date of purchase and provides certain coverage beginning on the date of purchase. The Plan is inclusive of the manufacturer's warranty but does not replace it. Following the expiration of the manufacturer's warranty, the Pllan continues to provides additional coverage. After reviewing the claim information, Asurion confirmed that the Plan expired on February 7, 2022. As a result, your claim request was correctly denied as an active Plan is required to file a claim under the Plan.
  
  The policy guidelines Asurion is following have been explained in this letter, and therefore, we consider this matter addressed.
  
  
  Regards,
  
  **************
  Junior Writer, Regulatory Complaints
  Email **************@asurion.com

• Initial Complaint

  Date:09/05/2022

  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.

  Nov 11, 2020 I purchased an air compressor from the ************** store. At the register they asked me if I wanted a warranty with my purchase. They did not ask what I was using the compressor for etc... I selected to buy the warranty for an extra $150. The compressor broke down within the warranty period. I contacted try to supply store and they told me that all warranties were handled by asurion. I contacted asurion, filed a claim, and was instructed to drop my compressor off at a repair facility. After months of waiting, my compressor is still not being fixed and claims keep being denied. Every time I call customer service I get different explanations and running around and I'm asked to jump through certain hoops, all of which I've done. They refuse to honor their word continue to blame me the customer
  

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 6, 2022/10/03) */
  October 3, 2022
  
  *******************************************************************************
  
  Dear Mr. ******,
  
  In connection with the above-referenced case filed with the Better Business Bureau ("BBB"), we submit the below in response.
  
  The case you filed with the BBB on September 5, 2022, states:
  
  "Nov 11, 2020 I purchased an air compressor from the ******* ****** store. At the register they asked me if I wanted a warranty with my purchase. They did not ask what I was using the compressor for etc... I selected to buy the warranty for an extra $150. The compressor broke down within the warranty period. I contacted try to ****** store and they told me that all warranties were handled by asurion. I contacted asurion, filed a claim, and was instructed to drop my compressor off at a repair facility. After months of waiting, my compressor is still not being fixed and claims keep being denied. Every time I call customer service I get different explanations and running around and I'm asked to jump through certain hoops, all of which I've done. They refuse to honor their word continue to blame me the customer"
  
  The desired resolution listed in your case states the following:
  
  "Refund; Repair; Modification/discontinuance of an advertised claim"
  
  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 November 11, 2020, you purchased a ****** Compressor ("Product") from ******* ****** Co. along with an Asurion 2-Year Service Plan ("Plan"). On May 21, 2022, you filed a claim for the Product. However, upon review of your account and claim, Asurion found that the Product was being used for a business. Asurion then denied your claim.
  
  Asurion investigated your concerns and determined that your claim was correctly denied pursuant to the Plan Terms and Conditions. A complete copy of Plan Terms and Conditions are available to customers prior to enrollment at the point of sale. The pertinent portion of the Terms and Conditions governing your Plan:
  
  WHAT IS NOT COVERED:
  (7) COMMERCIALLY USED PRODUCTS;
  
  As stated above, the Plan does not cover products that are used commercially. As it was determined the Product was being used commercially, your claim was correctly denied in accordance with the Plan's terms and conditions. On August 18, 2022, the Plan was terminated.
  
  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:09/04/2022

  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 computer for $1149 from ****** on October 13, 2020. I purchased the additional 4 yr insurance plan that ****** offers from Asurion. A little over a year after I purchased it I was having issues with it not staying charged sometimes for less than an hour or not charging at all. I have sent this computer in 3 times and they keep sending it back saying there is nothing wrong just sending new cords. The last time it was sent was the end of April. I now once again can not charge this computer. It is completely dead. I have tried 2 different plugs, different outlets etc. It is dead. When I contacted Asurion they want me to send it once again. I can not remove any of my personal information this time because the computer is dead. I told them I am uncomfortable sending it this way. Last time I sent it they told me after 3 times they have to refund my money. To save themselves they have opened a new claim even though it was never resolved. Since it was first sent in, this computer has never held a charge. By opening a new claim they don't have to refund me for this lemon. I have a lot of personal information on this computer that I am not going to be able to remove this time because it won't turn on at all.
  

  Business Response

  Date: 10/06/2022

  Business Response /* (1000, 6, 2022/09/30) */
  September 30, 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 4, 2022, states:
  
  "I purchased a computer for $1149 from ****** on October 13, 2020. I purchased the additional 4 yr insurance plan that ****** offers from Asurion. A little over a year after I purchased it I was having issues with it not staying charged sometimes for less than an hour or not charging at all. I have sent this computer in 3 times and they keep sending it back saying there is nothing wrong just sending new cords. The last time it was sent was the end of April. I now once again can not charge this computer. It is completely dead. I have tried 2 different plugs, different outlets etc. It is dead. When I contacted Asurion they want me to send it once again. I can not remove any of my personal information this time because the computer is dead. I told them I am uncomfortable sending it this way. Last time I sent it they told me after 3 times they have to refund my money. To save themselves they have opened a new claim even though it was never resolved. Since it was first sent in, this computer has never held a charge. By opening a new claim they don't have to refund me for this lemon. I have a lot of personal information on this computer that I am not going to be able to remove this time because it won't turn on at all."
  
  The desired resolution listed in your case states the following:
  
  "Refund; 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. 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 October 13, 2020, you purchased a **** Computer Corp Laptop ("Product") from ******.com along with an Asurion 4-Year Laptop Accident Protection Plan ("Plan"). On March 2, 2022, you filed a claim for the Product reporting of battery issues. Asurion acknowledges that there was a delay in providing a resolution for your claim due to multiple failed repairs and sincerely apologizes for the inconvenience you may have experienced because of this matter.
  
  To resolve your concerns, on September 6, 2022, an Asurion Resolution Specialist contacted you to assist with your claim by offering a Product reimbursement in the form of a check for $1,149.00, which you accepted. On September 29, 2022, the Asurion Resolution Specialist contacted you and confirmed your receipt of the reimbursement check.
  
  The receipt of reimbursement fulfills Asurion's obligation under the Plan, and we consider this matter closed.
  
  We again sincerely apologize for your frustration. We make a commitment to our customers to make the claims process easy and convenient, and we truly regret that this was not your experience.
  
  Regards,
  
  **************
  Junior Writer, Regulatory Complaints
  Email **************@asurion.com

• Initial Complaint

  Date:09/04/2022

  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 sold me a device protection plan. I made my monthly payments as agreed with a service representative that sold me the plan. I was told any personal devices, electronics, etc., would be covered if they are damaged.
  I recently attempted to file a claim in regards to a damaged ****. My grandson dropped the **** on a concrete sidewalk and in a moment of panic he went to pick it up and some of his milk spilled onto it. The **** was already damaged by him dropping it. I filed a claim with Asurion for the **** on July 19, 2022. I was notified by a service representative that they will not accept my claim because the **** is considered extremely damaged. Isn't this why I have the protection plan? To cover damaged devices? This was understanding when I was sold the plan and now they are backing down from covering the replacement. Since my grandson is autistic, and the **** is his means of communication, I went and purchased him an **** because we could not wait for this issue to be resolved. I just want Asurion to stand by the policy they sold me and replaced the damaged **** which I still have in my possession.
  

  Business Response

  Date: 10/19/2022

  Business Response /* (1000, 8, 2022/10/04) */
  October 4, 2022
  
  *******************************************************************************************************************************,
  
  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 4, 2022, states:
  
  "Asurion sold me a device protection plan. I made my monthly payments as agreed with a service representative that sold me the plan. I was told any personal devices, electronics, etc., would be covered if they are damaged. I recently attempted to file a claim in regards to a damaged ****. My grandson dropped the **** on a concrete sidewalk and in a moment of panic he went to pick it up and some of his milk spilled onto it. The **** was already damaged by him dropping it. I filed a claim with Asurion for the **** on July 19, 2022. I was notified by a service representative that they will not accept my claim because the **** is considered extremely damaged. Isn't this why I have the protection plan? To cover damaged devices? This was understanding when I was sold the plan and now they are backing down from covering the replacement. Since my grandson is autistic, and the **** is his means of communication, I went and purchased him an **** because we could not wait for this issue to be resolved. I just want Asurion to stand by the policy they sold me and replaced the damaged **** which I still have in my possession."
  
  The following is your desired resolution:
  
  "Replacement: 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. Following the receipt of this matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter related to the ATT Asurion Home Plus plan ("Plan") that you enrolled in on August 10, 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". (Emphasis added.)
  Following the receipt of your matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter. On July 19, 2022, you filed a claim on your ***** Tablet ("Product") due to a cracked screen and liquid damage. After you completed the required claim facilitation form and provided pictures, the claim was denied due to excessive damage. The images provided showed catastrophic damage with one-fourth of your screen missing and the Product dented on the back.
  All claim determinations are grounded in the Terms and Conditions of the Plan. A complete copy of the Terms and Conditions governing the Plan was made available to you at the point of sale. The Terms and Conditions were also delivered to you after enrollment. As noted above, unintentional and accidental damage from handling coverage is provided for certain portable products. However, such damage must arise as a result of normal and customary use of the product. The damage sustained by your Product indicates damage beyond normal, or customary, use.
  We sincerely apologize for your frustration. However, as noted above all claim determinations are grounded in the Plan Terms and Conditions, which have been explained in this letter. Although we cannot meet your desired resolution, 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,
  *************
  Senior Compliance Analyst, Regulatory Complaints
  Email:**************@asurion.com
  
  
  Consumer Response /* (3000, 10, 2022/10/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Asurion's representative that sold me the proctection plan for ALL my devices was well aware of my grandson's autism. I even went into detail how the **** is his form of communication and to calm himself down. I was reassured that Asurion would replace any of my covered devices. Most consumers are sold on what a representative tells them and I am almost positive no one reads the fine print that is assumingly available to consumers. The sales representatives are the first line of contact and questions were asked by me specifically related for issues that might arise with my autistic grandsons device. I feel Asurion is discriminating against this claim. Asurion should train their sales agent better to not make misrepresentations on their warranty sales just so they can meet their "quota" of new customers. Asurion should go back to the recorded line to hear the conversation between myself and the sales agent who sold me this device protection plan. As a consumer who paid monthly for the device protection plan, I feel I should be compensated for the **** in question. I strongly feel we are being discriminated against in this claim. Thank you for your time.
  
  
  Business Response /* (4000, 12, 2022/10/12) */
  October 12, 2022
  
  *******************************************************************************************************************************,
  
  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 4, 2022, states:
  
  "Asurion sold me a device protection plan. I made my monthly payments as agreed with a service representative that sold me the plan. I was told any personal devices, electronics, etc., would be covered if they are damaged. I recently attempted to file a claim in regards to a damaged ****. My grandson dropped the **** on a concrete sidewalk and in a moment of panic he went to pick it up and some of his milk spilled onto it. The **** was already damaged by him dropping it. I filed a claim with Asurion for the **** on July 19, 2022. I was notified by a service representative that they will not accept my claim because the **** is considered extremely damaged. Isn't this why I have the protection plan? To cover damaged devices? This was understanding when I was sold the plan and now they are backing down from covering the replacement. Since my grandson is autistic, and the **** is his means of communication, I went and purchased him an **** because we could not wait for this issue to be resolved. I just want Asurion to stand by the policy they sold me and replaced the damaged **** which I still have in my possession."
  
  The following is your desired resolution:
  
  "Replacement: Replacement."
  
  
  Your recent rebuttal filed with the BBB on October 4, 2022:
  
  "Asurion's representative that sold me the proctection plan for ALL my devices was well aware of my grandson's autism. I even went into detail how the **** is his form of communication and to calm himself down. I was reassured that Asurion would replace any of my covered devices. Most consumers are sold on what a representative tells them and I am almost positive no one reads the fine print that is assumingly available to consumers. The sales representatives are the first line of contact and questions were asked by me specifically related for issues that might arise with my autistic grandsons device. I feel Asurion is discriminating against this claim. Asurion should train their sales agent better to not make misrepresentations on their warranty sales just so they can meet their "quota" of new customers. Asurion should go back to the recorded line to hear the conversation between myself and the sales agent who sold me this device protection plan. As a consumer who paid monthly for the device protection plan, I feel I should be compensated for the **** in question. I strongly feel we are being discriminated against in this claim. Thank you for your time."
  Thank you for your recent communication. As previously stated in our recent response to you, all claim determinations are grounded in the Terms and Conditions of the Plan. While unintentional and accidental damage from handling coverage is provided for certain portable products, such damage must arise as a result of normal and customary use of the product. The damage sustained by your Product indicates damage beyond normal, or customary, use. We sincerely apologize for your frustration. Since we are unable to provide you with your desired resolution, 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,
  *************
  Senior Compliance Analyst, Regulatory Complaints
  Email:**************@asurion.com
  
  
  Consumer Response /* (4200, 14, 2022/10/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I feel Asurion sold me a protection plan under false pretenses. I specifically mentioned my autistic grandson who would be using the **** and I explained how he does not understand what can happen when he drops the **** or spills something on it. I was told not to worry that these type of "accidents" are covered under the protection plan. Asurion denied my claim to replace the **** because it was not considered "normal or average" usage. There are different degrees of "normal and average" The damage done to the **** in question was "normal and average" for the form of autism my grandson has. Therefore I feel for someone with autism, the damage done was "normal and average". Asurion discriminated against our claim. I paid $24.99/month for this specific coverage for my grandson only to get screwed over in the end by a Corporation. I HIGHLY suggest to people considering using Asurion to protect their devices to look for other options. I will be sure to post this on social media as well and reach out to as many people as I can to share my experience. Each customer lost over time is a customer that may never go back. I hope Asurion is happy that they took money I work hard for, thinking I was protecting my grandsons device only to find out it was money wasted on a "bogus" protection plan. Asurion needs to train their agents better at being honest on what the consumer is really paying for.

• Initial Complaint

  Date:09/03/2022

  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 pay for premier coverage for my TV. through my ********* with *******. My TV went out in my living room. A **** ****** 46 inch which I paid over $2,000.00 for. My coverage states if unrepairable Asurion will replace it with Like, Kind, and Quality. Asurion contacted me and told me they would give me $600.00 to replace my TV. That is not enough to buy a new **** ****** TV. I found the cheapest **** ****** for $799.99, Model # XBR48A9S. But Asurion refuses to give me this amount to replace my TV with like kind and quality. I spent over 4 hours trying to discuss this matter getting the run around to so many people as well as being disconnected many many times. To name a few I spoke to is *****, *********, *******, Tara,*****. And that is not all of them I was told I had accepted the $600.00 already by a email they sent me. I never opened a Email to receive this amount and never gave them my banking information at all. All I am asking for is for Asurion to stand by their own contract and not breach it. I have had to research what replace with kind, like, and quality, mean in contracts. Which I should not have to do. Also called the **** company themselves to ask what would be like the TV I am replacing. The TV they said was Model #XR48A90K $1,299.99. I am asking they cut me a check for either amount $799.99 or the $ 1,299.99 which is the true replacement value. Note these prices are Sale prices which will change soon. I have stated in this message, $600.00 WILL NOT Cover replacing my TV **** ****** with another **** ******.
  

  Business Response

  Date: 10/05/2022

  Business Response /* (1000, 7, 2022/09/29) */
  September 29, 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 3, 2022, states:
  
  "I pay for premier coverage for my TV. through my Direct TV with ATT & T. My TV went out in my living room. A **** ****** 46 inch which I paid over $2,000.00 for. My coverage states if unrepairable Asurion will replace it with Like, Kind, and Quality. Asurion contacted me and told me they would give me $600.00 to replace my TV. That is not enough to buy a new **** ****** TV. I found the cheapest **** ****** for $799.99, Model # ********* But Asurion refuses to give me this amount to replace my TV with like kind and quality. I spent over 4 hours trying to discuss this matter getting the run around to so many people as well as being disconnected many many times. To name a few I spoke to is *****, *********, *******, T***, ****. And that is not all of them I was told I had accepted the $600.00 already by a email they sent me. I never opened a Email to receive this amount and never gave them my banking information at all. All I am asking for is for Asurion to stand by their own contract and not breach it. I have had to research what replace with kind, like, and quality, mean in contracts. Which I should not have to do. Also called the **** company themselves to ask what would be like the TV I am replacing. The TV they said was Model #XR48A90K $1,299.99. I am asking they cut me a check for either amount $799.99 or the $ 1,299.99 which is the true replacement value. Note these prices are Sale prices which will change soon. I have stated in this message, $600.00 WILL NOT Cover replacing my TV **** ****** with another **** ******."
  
  The desired resolution listed in your case states the following:
  
  "Check for $799,99 or $1,200.00"
  
  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 May 2, 2020, you enrolled in *******'s Protection Plan Premier (the "Plan"). On August 21, 2022, you initiated a claim for a **** 46" LCD TV (the "Product"). Having reviewed your claim and determined the required part to repair your Product was no longer available, on September 1, 2022, an Asurion Resolution Specialist contacted you to facilitate a reimbursement for the fair market value of the Product in the amount of $600, which you did not initially accept.
  
  Asurion investigated your concerns and determined that the $600 reimbursement offer for the fair market value of the Product was pursuant to the Plan Terms and Conditions. The Plan Terms and Conditions were available prior to enrollment at the point of sale. Additionally, a copy was provided to you following enrollment in the Plan. The pertinent portion of the Terms and Conditions governing your Plan:
  
  What Is Covered: During the term of this Plan, we will provide for the repair or replacement of your ******* System, and registered qualifying Premier Product(s) resulting from a breakdown, not to exceed our limit of liability. Non-original manufacturer's parts may be used for repair of the Premier Product if original parts are unavailable or more costly. At our sole discretion, if we determine that we cannot economically service your Premier Product as specified in this Plan, we may replace your Premier Product with a replacement product of like kind and quality that performs to the factory specifications of the original premier product, or we may issue you a check for the fair market value of your Premier Product, not to exceed the limit of liability as set forth in the Limits of Liability section of this Plan . . . (emphasis added.)
  
  As stated above, the Plan provides reimbursement for the fair market value of the Product, which was offered to you, and the reimbursement is not based on the cost of a new Product or new similar Product. Our records indicate that on September 2, 2022, you accepted the reimbursement offer, and the check was issued the same day. On September 8, 2022, you spoke with an Asurion Resolution Specialist who confirmed your receipt of the $600 reimbursement check.
  
  The receipt of reimbursement fulfills Asurion's obligation under the Plan with respect to the Product, and we consider this matter closed.
  
  Regards,
  
  **************
  Junior Writer, Regulatory Complaints
  Email **************@asurion.com