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

  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

• 

  N.E.W. Customer Services Companies, LLC

  22660 Executive Dr Ste 122 Sterling, VA 20166

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:09/01/2022

  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.

  Claim 1 #: ********** - Dated 07/13/2022My Refrigerator went down on July 12th, 2022. I filed a insurance claim #: ********** dated July 13th, 2022, followed by a food loss claim #: ********** for $290. Asurion sent someone from Appliance Dr. on 07/21/2022. He filled gas and said that everything was work perfectly and went away. To my utter surprise, ******* immediately closed this claim with an email stating that it was resolved. Believing the technician's word and the email, I stocked food for $175 on 07/21/2022. The very next day on 07/22/2022, the refrigerator again stopped cooling. Filed a new claim on 07/23/2022.Claim 2 #: ********** - Dated 07/23/2022.Asurion sent the same technician from Appliance Dr. on 07/26/2022. He did the same gas filling gimmicks stating that that he didn't know why it evaporated. He also said that he over filled in the next visit, and it would not happen again. The same game again from Asurion. I received an email immediately stating that my claim 2- #********* was resolved successfully.As expected, the second repair failed the very next day on 07/27/2022. My refrigerator stopped cooling. This time I was cautious and did not fill any food. However, I called to file a new food loss claim for $175 second time. Asurion refused to register food loss claim again and kept the old one open saying that the new claim was a rework on the old one.This is a total conman game. In other words, claim 1 was resolved according to their system, but the food loss is not processed, because that claim 1 was not resolved in their own system as far as food loss is concerned. I filed a new claim on 07/29/2022.Claim 3 #: ********** - Dated 07/29/2022.Asurion scheduled a service call with a new company called AE Factory Service for 08/11/2022. During this visit the technician identified that it was a leak and called Asurion to update on required parts to fix. 08/29/2022, till now, not repaired and Asurion is only playing a massive con game.

  Customer Answer

  Date: 09/01/2022

  This complaint is against Asurion LLC and for some reason the address is matching, but the company name is not reflected properly. Please note that below is the correct name add contact details:
  
  ASURION LLC.
  
  It is possible the deceptive company is operating in different names from different location. I also see different addresses in each email communication from them. Below are some of the addresses:
  
  Email: **********************************************
  Fax: ************
  Mail: ************************************** 37222
  
  Asurion LLC
  648 ************** Drive
  Suite 300 *********, ** 37211,***
  
  Asurion LLC.
  140 ************************************************ 37203
  ************
  
  ******
  Claims Examiner II
  ********************************************
  ************
  asurion.com
  
  *******
  The ********** Protection Plan Resolution Specialist
  Email: **************************
  
  
  
  

  Business Response

  Date: 09/29/2022

  September 29, 2022
  
  ***************
  22040 ***********
  ************, ** 78660
  
  Re: ***************************** ***************,
  
  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 1, 2022, states:
  
  "Claim 1 #: ********** - Dated 07/13/2022My Refrigerator went down on July 12th, 2022. I filed a insurance claim #: ********** dated July 13th, 2022, followed by a food loss claim #: ********** for $290. Asurion sent someone from Appliance Dr. on 07/21/2022. He filled gas and said that everything was work perfectly and went away. To my utter surprise, ******* immediately closed this claim with an email stating that it was resolved. Believing the technician's word and the email, I stocked food for $175 on 07/21/2022. The very next day on 07/22/2022, the refrigerator again stopped cooling. Filed a new claim on 07/23/2022.Claim 2 #: ********** - Dated 07/23/2022.Asurion sent the same technician from Appliance Dr. on 07/26/2022. He did the same gas filling gimmicks stating that that he didn't know why it evaporated. He also said that he over filled in the next visit, and it would not happen again. The same game again from Asurion. I received an email immediately stating that my claim 2- #********* was resolved successfully.As expected, the second repair failed the very next day on 07/27/2022. My refrigerator stopped cooling. This time I was cautious and did not fill any food. However, I called to file a new food loss claim for $175 second time. Asurion refused to register food loss claim again and kept the old one open saying that the new claim was a rework on the old one.This is a total conman game. In other words, claim 1 was resolved according to their system, but the food loss is not processed, because that claim 1 was not resolved in their own system as far as food loss is concerned. I filed a new claim on 07/29/2022.Claim 3 #: ********** - Dated 07/29/2022.Asurion scheduled a service call with a new company called AE Factory Service for 08/11/2022. During this visit the technician identified that it was a leak and called Asurion to update on required parts to fix. 08/29/2022, till now, not repaired and Asurion is only playing a massive con game."
  
  
  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 April 27, 2019, you purchased a ********************* Refrigerator with Ice Maker ("Product") from ************** along with an Asurion 5-Year Protection Plan ("Plan"). On July 13, 2022, you filed a claim for the Product reporting of cooling issues.
  
  Asurion acknowledges that there was a delay in providing a resolution for your claim due to failed repair attempts and sincerely apologizes for the inconvenience you may have experienced because of this matter. To resolve your concerns, on September 1, 2022, an Asurion Resolution Specialist contacted you to assist with your claim by offering a Product reimbursement in the form of a check for $ *******, which you accepted. The Asurion Resolution Specialist advised you to allow 10 business days to receive the check. If you have not received the reimbursement check, please contact the Asurion Resolution Specialist directly using the contact information provided for you.
  
  The receipt of reimbursement fulfills *******'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 **************************
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/31/2022

  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.

  In Dec. of 2019, I took my son's broken ****** to******* to have a cracked screen repaired. The employee at******* advised that due to having a hole in the glass screen, they were instructed by ***** to not repair this type of damage. The employee then indicated that if I signed up for Asurion Home Plus, he would repair the phone screen for me and it would help his goal of signing people up. He told me keep the insurance for a few days and if I decide I didn't want it, I could cancel at anytime. He handed me a basic brochure of what the insurance covered but no receipt or proof of service. I was told to expect something in the mail. I tried multiple times to find account information. After a month of receiving no correspondences, I assumed the information was never processed. I watched my cell phone bill for charges as that was how I was always charged in the past for phone insurance. months later, I forgot about the insurance, having never received anything to indicate I actually had it. Almost 3 years later, while doing an analysis of my credit card bill, I found monthly charges of $25 dating back to Dec 2019, for a total of $800. I attempted to log into Asurion again however, they did not recognize my phone number or email address, both which have not changed in over 20 years. I called their customer service line, to which they could not locate any accounts under my phone number or email. At this point, I asked to speak with a supervisor and was promised a call back within 24 hours. I received a call 3 hours later and spoke with ******, who suggested s was my fault as I should have done a better job watching my credit card statements and analyzing my finances. She offered to refund me 1 years worth of fees acknowledging this was a mistake on their end, to which I accepted but noted I would be contacting the Better Business Bureau to file a complaint.
  

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 8, 2022/09/30) */
  September 30, 2022
  
  ******* *********
  ***********************************
  
  
  RE: Case ID # ********
  
  Dear Mr. *********,
  
  In connection with the above-referenced matter filed with the Better Business Bureau ("BBB"), we submit the following response below.
  
  The matter you filed with the BBB on August 31, 2022, states:
  
  "In Dec. of 2019, I took my son's broken ****** to ****** to have a cracked screen repaired. The employee at ****** advised that due to having a hole in the glass screen, they were instructed by ***** to not repair this type of damage. The employee then indicated that if I signed up for Asurion Home Plus, he would repair the phone screen for me and it would help his goal of signing people up. He told me keep the insurance for a few days and if I decide I didn't want it, I could cancel at anytime. He handed me a basic brochure of what the insurance covered but no receipt or proof of service. I was told to expect something in the mail. I tried multiple times to find account information. After a month of receiving no correspondences, I assumed the information was never processed. I watched my cell phone bill for charges as that was how I was always charged in the past for phone insurance. months later, I forgot about the insurance, having never received anything to indicate I actually had it. Almost 3 years later, while doing an analysis of my credit card bill, I found monthly charges of $25 dating back to Dec 2019, for a total of $800. I attempted to log into Asurion again however, they did not recognize my phone number or email address, both which have not changed in over 20 years. I called their customer service line, to which they could not locate any accounts under my phone number or email. At this point, I asked to speak with a supervisor and was promised a call back within 24 hours. I received a call 3 hours later and spoke with Tyonna, who suggested s was my fault as I should have done a better job watching my credit card statements and analyzing my finances. She offered to refund me 1 years worth of fees acknowledging this was a mistake on their end, to which I accepted but noted I would be contacting the Better Business Bureau to file a complaint."
  
  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, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter related to your Asurion Complete MyHome Protection Plan ("Plan") (formerly known as ****** Complete MyHome) which you enrolled in on December 24, 2019.
  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 accidental damage from handling on specified portable products.
  Following your repair at the UBreakiFix store on December 24, 2019, you enrolled in the Plan. While at the store, you were provided a copy of the Plan brochure, which provided access to the Plan Terms and Conditions. In addition, following your enrollment in the Plan, you were sent a Welcome Email (delivered to s******[email protected]). The Welcome Email provided confirmation of your enrollment, key program details, and a copy of the Plan Terms and Conditions. The Plan Terms and Conditions, as well as other key details about the Plan, are also available on our website (https://www.asurion.com/asurioncompletemyhome/) at customers' convenience.
  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 and emailed to you following your enrollment in the Plan, provides the following:
  "XIV. CANCELLATION: This Plan is provided on a month-to-month basis and can be cancelled by you at any time for any reason by notifying us at P.O. Box 1818, Sterling, VA 20167, or by calling 866-614-9693. We may cancel this Plan for any reason by notifying you in writing at least thirty (30) days prior to the effective date of cancellation, which notice shall state the effective date and reason for cancellation. If you fail to pay any monthly fee due under this Plan, this Plan will be cancelled immediately without notice. If the Plan is cancelled: (a) by you within thirty (30) days of the receipt of this Plan, you will receive a full refund of all monthly Plan payments made by you under this Plan, less the cost of any claims that have been paid or repairs that have been made; or (b) by you after thirty (30) days of the receipt of this Plan, or cancelled by us at any time, you will receive a refund equal to 100% of the pro-rata amount of the unearned portion of the monthly Plan fee, less the cost of any claims that have been paid or repairs that have been made. For residents of Alabama, Arkansas, California, Colorado, Hawaii, Maine, Maryland, Massachusetts, Minnesota, Missouri, Nevada, New Jersey, New Mexico, New York, South Carolina, Texas, Washington, Wisconsin and Wyoming, any refund owed and not paid or credited within thirty (30) days of cancellation shall include a 10% penalty per month. Upon any cancellation by you or us, after the coverage effective date, you will have coverage provided at no cost for an additional thirty (30) days after the date of cancellation of this Plan. All claims under this Plan must be reported to us within sixty (60) days after cancellation of the Plan."
  Although we have no record of you contacting Asurion to cancel your enrollment in the Plan, on August 29, 2022 you contacted Asurion and were provided a 12-month refund of $300. On September 29, 2022, an Asurion Resolution Specialist contacted you to offer you an additional refund of $525.00 as a one-time courtesy. This refund along with your previous refund of $300 represents the full amount paid by you for the Plan.
  Given the above, we will consider this matter closed.
  If you have any other questions, I am available by email Monday through Friday between the hours of 9:00am and 4:00pm CT.
  Sincerely,
  *************
  Senior Compliance Analyst, Regulatory Complaints
  Email: *************@asurion.com

• Initial Complaint

  Date:08/31/2022

  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.

  For over a month I have been in communication with asurion over a phone repair. I was told that the phone was going to be processed as a "buy back" and I would be reimbursed the full purchase price after processing the phone with ibreakufix. I went to Ibreakufix three time the first the phone was taken in and I was told they would process it Accordingly I was called back saying they could not processed the phone as there was a system issue and told.me.i could pick it up and use it as usual in the mean time. I tried to resolve the issue by calling while I was at the store but assurion informed me there was an internal system error and they could not bypass until the problem was fixed. I returned again a third time to drop off the phone after ibreakufix called and said to drop it off to process it, I did. Now we are in Aug 31 to this day I do not have the buyback money as promised I have called multiple times and been told they would get back to me with no results. They where supposed to give my money back I have spent time and money missed important calls and was with out a phone for weeks because I'm.waiting for the money now I have a phone and still.No money back as they promised.
  

  Business Response

  Date: 10/05/2022

  Business Response /* (1000, 11, 2022/09/28) */
  September 27, 2022
  
  ****************************************************************************************************
  
  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 31, 2022, you state:
  
  "For over a month I have been in communication with asurion over a phone repair. I was told that the phone was going to be processed as a "buy back" and I would be reimbursed the full purchase price after processing the phone with ibreakufix. I went to Ibreakufix three time the first the phone was taken in and I was told they would process it Accordingly I was called back saying they could not processed the phone as there was a system issue and told.me.i could pick it up and use it as usual in the mean time. I tried to resolve the issue by calling while I was at the store but assurion informed me there was an internal system error and they could not bypass until the problem was fixed. I returned again a third time to drop off the phone after ibreakufix called and said to drop it off to process it, I did. Now we are in Aug 31 to this day I do not have the buyback money as promised I have called multiple times and been told they would get back to me with no results. They where supposed to give my money back I have spent time and money missed important calls and was with out a phone for weeks because I'm.waiting for the money now I have a phone and still.No money back as they promised."
  
  The desired resolution listed in your complaint filed with the BBB is:
  
  "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.
  
  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 July 1, 2021, you purchased a 2-year Protection Plan ("Plan") for your ******* ****** S10 (128GB) (the "Product") from ******.com. On July 24, 2022, you initiated a claim because the Product sustained a cracked screen. You visited uBreakiFix for repair, and the claim was authorized for Product reimbursement. Unfortunately, the Product reimbursement was not resolved as it normally should have due to a system processing error.
  
  
  Following receipt of the BBB matter, Asurion confirmed on September 2, 2022, the $237 reimbursement check was submitted for processing and delivery within ten business days.
  
  Receipt of the above-referenced reimbursement, which reflects the purchase price of the Product, before tax, fulfills all of Asurion's obligations owed under the Plan. Therefore, we believe the issue raised in the matter has 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 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:08/31/2022

  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 May 18, 2020 we purchased a GE Profile refrigerator from ********** website, delivery on June 8, 2020 Model PVD28BYNBFS for a total of $3162.60 which included the cost of a 5 year ********** warranty serviced by Asurion. I filed a claim #********** on 8/19/2022 for three different issues which included; ice maker not working after replacement for prior repair on 5/25/22 different claim #**********, door alarm going off when door was closed, and non working freezer resulting in loss of all food. While waiting for the repair technician to arrive on 8/23/22 the refrigerator also failed to keep the proper temperature and food spoiled.The technician diagnosed with what he called the worst possible scenario, catastrophic failure. The repair involved the sealed system (which was a $2000 job) he could get the parts but they are on back order until October 15, 2022 and can't repair until the 17th. This long delay is unacceptable, especially since my husband is a 100% disabled veteran and needs the refrigerator for medication storage. So now we have a really expensive box with a door, nothing works.After number calls, to ********** warranty company, Asurion, they eventually escalated our claim to supervisors, and managers to Buy Out and issue a check for a refund. In the processes, once we reached a manager, they disconnected the call, Which happened multiple times. I called again on 8/31/2022 and delay this time, is that the particular Manager assigned to us is non-responsive and the supervisor can't do anything for us. I asked for another manager and they said that it will take another 24 hours for them to get back to us.

  Business Response

  Date: 09/27/2022

  September 27, 2022
  
  
  *******************
  9208 *************.
  *********, ** 98665
  
  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 August 31, 2022, states:
  
  "On May 18, 2020 we purchased a GE Profile refrigerator from ********** website, delivery on June 8, 2020 Model PVD28BYNBFS for a total of $3162.60 which included the cost of a 5 year ********** warranty serviced by Asurion. I filed a claim #********** on 8/19/2022 for three different issues which included; ice maker not working after replacement for prior repair on 5/25/22 different claim #**********, door alarm going off when door was closed, and non working freezer resulting in loss of all food. While waiting for the repair technician to arrive on 8/23/22 the refrigerator also failed to keep the proper temperature and food spoiled. The technician diagnosed with what he called the worst possible scenario, catastrophic failure. The repair involved the sealed system (which was a $2000 job) he could get the parts but they are on back order until October 15, 2022 and can't repair until the 17th. This long delay is unacceptable, especially since my husband is a 100% disabled veteran and needs the refrigerator for medication storage. So now we have a really expensive box with a door, nothing works. After number calls, to ********** warranty company, Asurion, they eventually escalated our claim to supervisors, and managers to Buy Out and issue a check for a refund. In the processes, once we reached a manager, they disconnected the call, Which happened multiple times. I called again on 8/31/2022 and delay this time, is that the particular Manager assigned to us is non-responsive and the supervisor can't do anything for us. I asked for another manager and they said that it will take another 24 hours for them to get back to us."
  
  The following is the desired resolution listed in your complaint:
  
  "Refund."
  
  Response:
  
  Asurion Services, LLC ("Asurion") is an administrator of extended service plans, buyer protection services, and product support programs that serves more top consumer electronics retailers than any other provider.
  
  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 18, 2020, you purchased a 5-year Protection Plan ("Plan") for your GE refrigerator (the "Unit") from The **********. On August 19, 2022, you initiated a claim because the Unit was experiencing a cooling failure, and parts were ordered to complete the repair. However, due to a delay in receiving parts, the repair would not be completed within a timely matter as expected. Due to parts delay and prior multiple repairs without a resolution, you requested reimbursement for the Unit, which remains unresolved.
  
  Following receipt of the BBB matter, on September 6, 2022, reimbursement of your Unit was authorized and processed via a $2,820.13 electronic gift card ("***"). You subsequently confirmed that the *** was received and reported no additional concerns.
  
  Receipt of the above-referenced ***, 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
  Phone: ************ Fax: ************
  Email: ***********************
  

  Customer Answer

  Date: 09/29/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  We are not satisfied. This is due Breach of Contract by Asurion Services, LLC ("Asurion").
  
  I will add, our ********** refrigerator warranty, as written in the contract, is with Asurion Services, LLC ("Asurion"). Which is in fact the company that we filed a complaint against with the BBB. However, someone other that ourselves changed the business name, to which the complaint is filed to N.E.W. Customer Service Companies, LLC.
  
  A public records search reveals that the aforementioned N.E.W. Customer Services Companies, didn't hold an active business license at the time we entered into a ********************** contract with Asurion. Nor does N.E.W. possess an active business license to date.
  
  The contract specifically states: "A covered product will be restored to normal operating condition after it has failed during normal single family household use, including failures due to power surges." It further states: "If we, in Our discretion, determine that a covered product is not repairable, We will replace the product with a product of comparable type, quality and functionality." Since the required parts for repair needed, within the sealed system, were unavailable for two plus months, Asurion deemed the product Non-Repairable.
  
  Asurion breached the contract by not "replacing the product with a product of comparable type, quality and functionality." Instead they only offered to issue a refund of the purchase price plus tax. Under duress, we were left with no other choice but to accept the electronic gift card "EGC" in the amount of $2,820.13. To replace our refrigerator under the contract terms, the cost at minimum with an electronic gift card is $3,554.00, not including tax. Therefore, we were coerced into purchasing an inferior replacement placement product to provide refrigeration for our family.
  
  In today's average style of living within *****************, it is unreasonable to expect a family to go without a refrigerator for two plus months. It is a shameful practice that we had to resort to filing complaints with the BBB, FTC, and WA State Attorney General to get only a partial resolution. Asurion breached the contract and still owes $796.25 to fulfill the contract.
  

  Business Response

  Date: 10/07/2022

  October 7, 2022
  
  
  *******************
  9208 *************.
  *********, ** 98665
  
  Re: Case #********
  
  Dear **************,
  
  I am writing in response to the September 29, 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:
  
  "We are not satisfied. This is due Breach of Contract by Asurion Services, LLC ("Asurion").
  
  I will add, our ********** refrigerator warranty, as written in the contract, is with Asurion Services, LLC ("Asurion"). Which is in fact the company that we filed a complaint against with the BBB. However, someone other that ourselves changed the business name, to which the complaint is filed to N.E.W. Customer Service Companies, LLC.
  
  A public records search reveals that the aforementioned N.E.W. Customer Services Companies, didn't hold an active business license at the time we entered into a ********************** contract with *******. Nor does N.E.W. possess an active business license to date.
  
  The contract specifically states: "A covered product will be restored to normal operating condition after it has failed during normal single family household use, including failures due to power surges." It further states: "If we, in Our discretion, determine that a covered product is not repairable, We will replace the product with a product of comparable type, quality and functionality." Since the required parts for repair needed, within the sealed system, were unavailable for two plus months, Asurion deemed the product Non-Repairable.
  
  Asurion breached the contract by not "replacing the product with a product of comparable type, quality and functionality." Instead they only offered to issue a refund of the purchase price plus tax. Under duress, we were left with no other choice but to accept the electronic gift card "EGC" in the amount of $2,820.13. To replace our refrigerator under the contract terms, the cost at minimum with an electronic gift card is $3,554.00, not including tax. Therefore, we were coerced into purchasing an inferior replacement placement product to provide refrigeration for our family.
  
  In today's average style of living within *****************, it is unreasonable to expect a family to go without a refrigerator for two plus months. It is a shameful practice that we had to resort to filing complaints with the BBB, FTC, and ******** Attorney General to get only a partial resolution. Asurion breached the contract and still owes $796.25 to fulfill the contract.
  
  
  Response:
  
  For clarification, Asurion Service ****** **** is the obligor, and Asurion Services, LLC is the administrator, of the 5-Year Protection Plan (the "Plan") from The ********** ("THD") that you purchased for your **************** refrigerator (the "Product").
  
  All claim determinations are based upon the Plan's terms and conditions. The most pertinent portions of the Plan's terms and conditions is included below for your reference:
  
  Repair Plan for Major Appliances:
  
  What is Covered: This Plan covers the cost of parts and labor to repair your product in the event your product experiences a breakdown, which is not concurrently covered under any insurance policy or any other service contract. If we determine that we cannot service your product as specified in this Plan, we may at our discretion, (a) replace the product with a replacement product, or (b) issue you a ********** gift card or check for the purchase price paid for the product, including taxes, as indicated on the sales receipt. Non-original manufacturer's parts may be used for repair of the product if the manufacturer's parts are unavailable. (emphasis added.)
  
  The following provisions apply to All Plans:
  
  Limit of Liability: For any single claim, the limit of liability under the Plan is the lesser of the cost of (1) authorized repairs, (2) a replacement product, (3) reimbursement for authorized repairs or replacement of your product, or (4) the price paid for the product (excluding any delivery charges), including taxes. The total liability under the Plan is the purchase price paid for the product, including taxes, as indicated on your sales receipt. In the event that: (a) the total cost of all repairs exceeds the purchase price you paid for the product, including taxes, (b) we reimburse you for the purchase price of your product or (c) we provide you a replacement product, all of our obligations under this Plan have been fulfilled in their entirety. (emphasis added.)
  
  Your Plan, contract number **********, purchased on May 18, 2020, provided coverage for qualifying repairs until the expiration of the Plan. As indicated above, if we determine that we cannot service your product as specified in this Plan, we may at our discretion, (a) replace the product with a replacement product, or (b) issue you a ********** gift card or check for the purchase price paid for the product, including taxes, as indicated on the sales receipt. The Limit of Liability provision also states that the total liability under the Plan is the purchase price paid for the product, including taxes, as indicated on your sales receipt. As such, the $2,820.13 electronic gift card ("EGC") reimbursement amount provided to you was consistent with the terms and conditions of the Plan. Therefore, no additional reimbursements will be provided to you.
  
  Although we cannot meet your desired resolution, we will consider this matter closed based on the above reasons.
  
  Regards,
  
  *****************
  Senior Writer, Asurion
  Asurion ***********************`
  

• Initial Complaint

  Date:08/31/2022

  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 appliances with a five year warranty with Asurion on 07/2017. I attempted to submit a claim on 02/28/2022 about my dishwasher not functioning properly. I sent everything they asked me for including video of problematic dishwasher with pictures of receipts including the receipt showing my five year warranty. My claim was reviewed and denied by ******* Claims Review Team with no explanation I have attempted to contact via phone multiple times and just remain on hold and no call back. My oven started malfunctioning in May 2022 and tried to make contact with Asurion Claims Review team with no success. I am now seeking a reimbursement for $3629.00 which was the total amount paid for the 4 appliance bundle and Asurion five year warranty cost. I feel I deserve this for the amount of time I have had malfunctioning equipment , anguish, and time lost in attempting to resolve this problem. Thank you.

  Business Response

  Date: 09/30/2022

  September 30, 2022
  
  ***********************
  7333 ************
  ************ 34241
  
  Re: ***************************** ****************,
  
  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 August 31, 2022, states:
  
  "I purchased appliances with a five year warranty with Asurion on 07/2017. I attempted to submit a claim on 02/28/2022 about my dishwasher not functioning properly. I sent everything they asked me for including video of problematic dishwasher with pictures of receipts including the receipt showing my five year warranty. My claim was reviewed and denied by ******* Claims Review Team with no explanation I have attempted to contact via phone multiple times and just remain on hold and no call back. My oven started malfunctioning in May 2022 and tried to make contact with Asurion Claims Review team with no success. I am now seeking a reimbursement for $3629.00 which was the total amount paid for the 4 appliance bundle and Asurion five year warranty cost. I feel I deserve this for the amount of time I have had malfunctioning equipment , anguish, and time lost in attempting to resolve this problem. Thank you."
  
  The desired resolution listed in your case states the following:
  
  "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. 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 8, 2017, you purchased a ******* Electronics Dishwasher ("Dishwasher) from *************** On November 30, 2021, you initiated a claim for the Dishwasher, indicating that the Dishwasher was making unusual noises. However, upon review of your account, ******* found that the Dishwasher was not covered under a protection plan provided by *******. Our records indicate that you purchased an Asurion 5-Year Protection Plan for a ******* Electronics Refrigerator with Ice Maker on July 8, 2017 but did not purchase a protection plan for the Dishwasher. As a result, your claim was correctly denied.
  
  If you would like to proceed with your claim, please provide a receipt showing the purchase of the protection plan for the Dishwasher.
  
  Regards,
  
  ***************************
  Junior Writer, Regulatory Complaints
  Email **************************
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/31/2022

  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.

  I have an active agreement with ARW#: ARW157042 and have agreement for their ultimate electronics protection as well. I make payments to ARW every 6 months and my next payment is due 8/1/22. On July 6th, I reported an issue with 2 televisions that require servicing. On 7/12/22 I called Asurion for an update, Asurion is the 3rd party provider that ARW retains for repairs. I was told that my plan was cancelled due to non-payment and they transferred me to billing/customer service. I spoke to ***** who assured me that I was still covered and it was an issue with *******'s system. I was told they would advise Asurion that my plan was still active.On 7/14/22, I received an email notification that my claims could not be processed because my plan was cancelled due to non-payment. This is not possible because ARW received my last payment on 2/2/2022 (see attached). I am requesting that ARW honor the agreement and review my history for the numerous other issues that I have had on this policy and the policy for my home under agreement ************. Something has to be done to improve the customer experience. It is not right to treat long standing customers in this manner.I am attaching the Claim Facilitation Form that they requested. I should not be asked to complete new paperwork for their error. ARW should honor the agreement and offer a token of goodwill for the multitude of issues I have had over the course of 2+ years.

  Business Response

  Date: 09/29/2022

  September 29, 2022
  
  ***************************
  130 *********
  ********, ** 18324
  
  Re: ***************************** ****************,
  
  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 August 31, 2022, states:
  
  "I have an active agreement with ARW#: ARW157042 and have agreement for their ultimate electronics protection as well. I make payments to ARW every 6 months and my next payment is due 8/1/22. On July 6th, I reported an issue with 2 televisions that require servicing. On 7/12/22 I called Asurion for an update, Asurion is the 3rd party provider that ARW retains for repairs. I was told that my plan was cancelled due to non-payment and they transferred me to billing/customer service. I spoke to ***** who assured me that I was still covered and it was an issue with *******'s system. I was told they would advise Asurion that my plan was still active.On 7/14/22, I received an email notification that my claims could not be processed because my plan was cancelled due to non-payment. This is not possible because ARW received my last payment on 2/2/2022 (see attached). I am requesting that ARW honor the agreement and review my history for the numerous other issues that I have had on this policy and the policy for my home under agreement ************. Something has to be done to improve the customer experience. It is not right to treat long standing customers in this manner.I am attaching the Claim Facilitation Form that they requested. I should not be asked to complete new paperwork for their error. ARW should honor the agreement and offer a token of goodwill for the multitude of issues I have had over the course of 2+ years."
  
  
  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 August 10, 2018, you purchased a Hisense *************** 32" LCD TV ("Product") from American Residential Warranty along with an Asurion Unlimited CE Plan ("Plan"). On July 7, 2022, you filed a claim for the Product reporting of powering issues.
  
  Asurion acknowledges that there was a delay in providing a resolution for your claim and sincerely apologizes for the inconvenience you may have experienced because of this matter. To resolve your concerns, on August 6, 2022, an Asurion Resolution Specialist contacted you to assist with your claim by refiling the claim and providing a Product reimbursement for $ ****** via Hyperwallet, which you accepted.
  
  The receipt of reimbursement fulfills *******'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 **************************
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/30/2022

  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 12, 2022; I submitted a claim for my ***** **** that wasn't turning on after several attempts were made to resolve the issues before calling Asurion. The first issue I encountered was with a representative by the name of *** who claimed that the name on the account didn't match mine but everything else did so her superior got involved to see what happened just for them to realized the mistake was from there end. On that day I was being transferred from one agent to the next for two hours plus. When the phone went off I had to call back again and start the process all over again that's when I realized the first agent I spoke with (***) had canceled my account without my permission. So another account was created and I was given the assurance it wouldn't affect my service; but little did I know that was all a **** lie. Fast forward to today I still haven't received any help with my issue, remind you I'm paying $25+ taxes on a service that I'm not getting and the customer service is VERY terrible. I've been getting all types of information that's not adding up and at this point I'm very frustrated. I'll like to get my refund for this year cause I'm not getting the service I'm paying for. Today I was told the address in the system don't match but my previous claims from the previous has been the same. Every time I call is someone ** excuse. This has been the ABSOLUTE WORST customer service I've received. They'll you any and everything to bring you in but disappoints every step of the way.
  

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 8, 2022/09/30) */
  September 30, 2022
  
  **********************************************************************
  
  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 August 30, 2022, states:
  
  "On August 12, 2022; I submitted a claim for my ***** **** that wasn't turning on after several attempts were made to resolve the issues before calling Asurion. The first issue I encountered was with a representative by the name of *** who claimed that the name on the account didn't match mine but everything else did so her superior got involved to see what happened just for them to realized the mistake was from there end. On that day I was being transferred from one agent to the next for two hours plus. When the phone went off I had to call back again and start the process all over again that's when I realized the first agent I spoke with (***) had canceled my account without my permission. So another account was created and I was given the assurance it wouldn't affect my service; but little did I know that was all a **** lie. Fast forward to today I still haven't received any help with my issue, remind you I'm paying $25+ taxes on a service that I'm not getting and the customer service is VERY terrible. I've been getting all types of information that's not adding up and at this point I'm very frustrated. I'll like to get my refund for this year cause I'm not getting the service I'm paying for. Today I was told the address in the system don't match but my previous claims from the previous has been the same. Every time I call is someone ** excuse. This has been the ABSOLUTE WORST customer service I've received. They'll you any and everything to bring you in but disappoints every step of the way."
  
  The following is your desired resolution:
  
  "Repair: Repair."
  
  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 related to the AT&T HomeTech Protection Plan ("Plan") that you enrolled in on October 6, 2021.
  Following your enrollment in the Plan, Asurion found that you filed two recent claims. For ease of reading, we will address each claim separately.
  1. Claim **********. On August 12, 2022, you initiated an online claim for an ***** Inc. Tablet PC ("Product") due to the Product's failure to power on. You paid the required service fee of $104.94, were asked to complete a Claim Facilitation Form ("CFF"), and a shipping label was generated for you to mail your Product to our service depot for repair. On August 27, 2022, after reviewing the CFF, your claim was denied because your claim details did not match the enrollment information on your account.
  
  2. Claim **********. On August 30, 2022, a new claim was initiated due to the same issue you reported previously. Again, you were asked to complete a CFF and to submit photos of the Product. After receiving the completed CFF, and requested pictures, your claim was approved to proceed. On September 22, 2022, you were offered reimbursement of the Product in the amount of $305.40, which you accepted, via ************ You were notified via email.
  
  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. Because your claim has been completed, we will consider this matter resolved.
  Separately, you are no longer enrolled in the Plan effective September 17, 2022. If you would like to reinstate your enrollment in the Plan, 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,
  
  *************
  Senior Compliance Analyst, Regulatory Complaints
  Email: *************@asurion.com

• Initial Complaint

  Date:08/30/2022

  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********** Refrigerator from ********** August of 2020. I also purchase an extended 5 year warranty. I contacted ********** Asurion extended warranty department and made a claim for repair of the Ice Maker and LED light which both stopped working. **********/Asurion schedule an appointment for August 17, 2022 between 1pm & 5pm. I received an email stating my appointment was rescheduled for 8/23/22 then again on 8/24/22 that my appointment was canceled without notice. I called multiple times and was put on hold for over an hour and then hung up on. My last call on 8/29/22 I spoke to a supervisor **** rep ID# *******. She said all she could do was send and email to**********. She was very rude and also hung on me. ********** & Asurion has failed to honor my contract warranty. This is clearly bait and switch and false and deceptive practices. I'm seeking service for which I paid to have my refrigerator repair or replaced.
  

  Business Response

  Date: 10/05/2022

  Business Response /* (1000, 5, 2022/09/27) */
  September 27, 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 August 30, 2022, states:
  
  "I purchased a ********* Refrigerator from ********** August of 2020. I also purchase an extended 5 year warranty. I contacted*********** Asurion extended warranty department and made a claim for repair of the Ice Maker and LED light which both stopped working. ***********/Asurion schedule an appointment for August 17, 2022 between 1pm & 5pm. I received an email stating my appointment was rescheduled for 8/23/22 then again on 8/24/22 that my appointment was canceled without notice. I called multiple times and was put on hold for over an hour and then hung up on. My last call on 8/29/22 I spoke to a supervisor **** rep ID# *******. She said all she could do was send and email to *********. She was very rude and also hung on me. *********** & Asurion has failed to honor my contract warranty. This is clearly bait and switch and false and deceptive practices. I'm seeking service for which I paid to have my refrigerator repair or replaced."
  
  The following is the desired resolution listed in your complaint:
  
  "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 August 4, 2020, you purchased a 5-year Protection Plan ("Plan") for your ********* refrigerator (the "Unit") from The***********. On August 15, 2022, you initiated a claim because the Unit's ice maker and LED light were not functioning properly. Unfortunately, due to multiple rescheduled repairs, the issue remains unresolved.
  
  Following receipt of the BBB matter, Asurion confirmed that on September 9, 2022, the service center reported that the Unit was repaired and that it is working as it should. 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: ***********@asurion.com

• Initial Complaint

  Date:08/30/2022

  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 two bikes in April 2022.- I added Insurance for $50 per bike.- I tried to redeem insurance policy for a tune up.- The process has taken 8+ forms, several rounds of contacting support, and visiting the Dick's location.- ****'s has now been holding our bikes for over a week, because Asurion won't approve the claim.- ************* is low quality and sold with incomplete information by the representatives that advertise it. (The representative promised us a "new bike" if we submitted a claim before the end of the policy. We later found out parts were not included, claims take forever, the process is agonizing, and we still haven't seen the results of our tune up- which basically included a cleaning and tightening of bolts on the bike.)- Contacted support a final time to resolve the issue. They said we have to submit the form (again), but that they also can't provide certain information that needs to be included on the form. (Ex: They need a serial number from the bikes, but can't describe where to find that. We also don't have the bikes- they're at ****'s- so we can't check for this number.)The entire thing is unnecessarily difficult because they have my information in their system, they made us save the receipts online within their system, and I've submitted my information several times. Additionally, claims can only be started once logged into their system, which has mandatory two-factor authorization. They have all the information on file, and have verified my identity and purchases several times. They are just intentionally making the process difficult to avoid paying out on a legitimate claim.

  Business Response

  Date: 09/29/2022

  September 29, 2022
  
  
  *************************
  11 ********************.
  **********, ** 11730
  
  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 purchased two bikes in April 2022. - I added Insurance for $50 per bike. - I tried to redeem insurance policy for a tune up. - The process has taken 8+ forms, several rounds of contacting support, and visiting the Dick's location. - ****'s has now been holding our bikes for over a week, because ******* won't approve the claim. - The insurance is low quality and sold with incomplete information by the representatives that advertise it. (The representative promised us a "new bike" if we submitted a claim before the end of the policy. We later found out parts were not included, claims take forever, the process is agonizing, and we still haven't seen the results of our tune up- which basically included a cleaning and tightening of bolts on the bike.) - Contacted support a final time to resolve the issue. They said we have to submit the form (again), but that they also can't provide certain information that needs to be included on the form. (Ex: They need a serial number from the bikes, but can't describe where to find that. We also don't have the bikes- they're at Dick's- so we can't check for this number.) The entire thing is unnecessarily difficult because they have my information in their system, they made us save the receipts online within their system, and I've submitted my information several times. Additionally, claims can only be started once logged into their system, which has mandatory two-factor authorization. They have all the information on file, and have verified my identity and purchases several times. They are just intentionally making the process difficult to avoid paying out on a legitimate claim."
  
  The desired resolution listed in your complaint filed with the BBB is:
  
  "Finish the job."
  
  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 April 12, 2021, you purchased a 2-year Protection Plan ("Plan") for your Nishiki bicycle (the "Product") from ****'s Sporting Goods. On August 21, 2022, you initiated a claim for routine maintenance on the Product. You submitted the necessary claim documents, but to date, the issue remains unresolved.
  
  Following receipt of the BBB matter, ******* made multiple attempts by phone and email to address your concerns. In order to allow ******* to bring the matter to a satisfactory conclusion, we kindly that you contact the Asurion representative directly at the number provided to you.
  
  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. I am available by email between the hours of 9am and 4pm CST, Monday through Friday.
  
  Regards,
  
  *****************
  Senior Writer, Asurion
  Email: ***********************
  
  
  
  

• Initial Complaint

  Date:08/29/2022

  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 filed a claim for a repair of my laptop on 7/21/2022. A box was sent to me, but it was sent to the wrong address but thankfully *** was able to get it to me. Upon arrival the return label had the wrong information on it and when brought to *** was told the label was cancelled. So, I called to get a new label and was told I could print it online from my account. I was unable to do so as it showed no label available. At that time the person said it would be 24 to 48 hours to get a label emailed to me. I waited and no label showed up. I called again and was told to wait again it would show. This went on for 3 weeks. On August 15th I called and placed another complaint about still not getting a label and was told a manager would call me back in 24 hrs. That never happened. The employee *** #**** also stated she would call back to verify I got the label, that never happened. On August 22nd called again and told wait for the manager to call, still no label. On August 26th still no call, called for a label and was told by ****** to stay home all day on Saturday August 27th that *** would deliver a label and pick up the box, that never happened. Called again on Saturday August 28th told by ***** to wait for a manager again. Took the item to local Asurion store where we learned everything being told to us in not valid. While at the store called in again and the store employees were shocked at how we were being treated and lied too. As a label takes 2 minutes to generate. They heard the employee # ****** tell us we would get a label in 2 hours but that we have to wait till Monday to speak with the manager to find out where the label is. They also heard the employee tell us if we do not send the laptop and it is received by the 60th day of opening the case that it would be closed. Which means we would not be able to use the insurance to fix it. I believe they are doing this, so they do not have to pay for what the laptop is worth. This has been awful!

  Business Response

  Date: 09/30/2022

  September 30, 2022
  
  *********************
  1501 CR 436
  ****************, ** 33538
  
  Re: ***************************** **********,
  
  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 August 29, 2022, states:
  
  "I filed a claim for a repair of my laptop on 7/21/2022. A box was sent to me, but it was sent to the wrong address but thankfully *** was able to get it to me. Upon arrival the return label had the wrong information on it and when brought to *** was told the label was cancelled. So, I called to get a new label and was told I could print it online from my account. I was unable to do so as it showed no label available. At that time the person said it would be 24 to 48 hours to get a label emailed to me. I waited and no label showed up. I called again and was told to wait again it would show. This went on for 3 weeks. On August 15th I called and placed another complaint about still not getting a label and was told a manager would call me back in 24 hrs. That never happened. The employee *** #**** also stated she would call back to verify I got the label, that never happened. On August 22nd called again and told wait for the manager to call, still no label. On August 26th still no call, called for a label and was told by ****** to stay home all day on Saturday August 27th that *** would deliver a label and pick up the box, that never happened. Called again on Saturday August 28th told by ***** to wait for a manager again. Took the item to local Asurion store where we learned everything being told to us in not valid. While at the store called in again and the store employees were shocked at how we were being treated and lied too. As a label takes 2 minutes to generate. They heard the employee # ****** tell us we would get a label in 2 hours but that we have to wait till Monday to speak with the manager to find out where the label is. They also heard the employee tell us if we do not send the laptop and it is received by the 60th day of opening the case that it would be closed. Which means we would not be able to use the insurance to fix it. I believe they are doing this, so they do not have to pay for what the laptop is worth. This has been awful!"
  
  The desired resolution listed in your case states the following:
  
  "Repair; Finish the job; Contact by the business"
  
  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 26, 2020, you purchased an HP Laptop ("Product") along with an Asurion 2-year Service Plan ("Plan") from the Army and Air Force Exchange Service. On July 21, 2022, you filed a claim for the Product due to the case being cracked. Asurion sent you a shipping label to send the Product in for repair. However, the shipping label was not received.
  
  Asurion acknowledges that there was a delay in providing a resolution for your claim and sincerely apologizes for the inconvenience you may have experienced because of this matter. To resolve your concerns, on September 9, 2022, an Asurion Resolution Specialist contacted you to assist with your claim by offering a Product reimbursement in the form of a check for $209.00, which you accepted. The Asurion Resolution Specialist advised you to allow 10 business days to receive the check. If you have not received the reimbursement check, please contact the Asurion Resolution Specialist directly using the contact information provided for you.
  
  The receipt of reimbursement fulfills *******'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 **************************