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:08/24/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased an ** refrigerator from ********** with a water filter protection plan in Jan 2021. A $25 rebate with proper documentation, which my husband provided to Asurion, was supposed to happen after the purchase of a new water filter. We have been trying now for 5 weeks to obtain our refund, with the excuse from Asurion that there is an error message regarding our account and the accounting dept. Now, the accounting dept is supposed to contact me within 48 hours. Rebates have been promised via an email ********** gift card and/or a check via US Mail. Nothing but frustration and some very rude customer service.
  

  Business Response

  Date: 09/26/2022

  Business Response /* (1000, 5, 2022/09/22) */
  September 22, 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 24, 2022, states:
  
  "Purchased an ** refrigerator from **** ***** with a water filter protection plan in Jan 2021. A $25 rebate with proper documentation, which my husband provided to Asurion, was supposed to happen after the purchase of a new water filter. We have been trying now for 5 weeks to obtain our refund, with the excuse from Asurion that there is an error message regarding our account and the accounting dept. Now, the accounting dept is supposed to contact me within 48 hours. Rebates have been promised via an email **** ***** gift card and/or a check via US Mail. Nothing but frustration and some very rude customer service."
  
  The desired resolution listed in your case states the following:
  
  "Refund"
  
  Response:
  
  Asurion Services, LLC ("Asurion") is an administrator of extended service plans, buyer protection services, and product support programs that serve more top consumer 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 January 2, 2021, you purchased an ** Electronics Refrigerator with Ice Maker ("Product") from The **** ***** along with an Asurion 5-Year Protection Plan ("Plan"). On July 20, 2022, you contacted Asurion and submitted a Preventative Maintenance Reimbursement Claim in the amount of $25 for the water filter you purchased. Asurion acknowledges there was a delay in the reimbursement process due to technical issues and sincerely apologizes for any frustration caused. To resolve the matter, on September 14, 2022, the $25 reimbursement check was mailed to you. On September 15, 2022, an Asurion Resolution Specialist attempted to contact you to advise of the shipment of the reimbursement check but was unable to reach you. We ask that you allow 7-10 business days to receive the reimbursement check. If you have not received the reimbursement check within the allotted timeframe, please feel free to contact the Asurion Resolution Specialist directly using the contact information provided to you.
  
  We 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
  
  
  Consumer Response /* (2000, 7, 2022/09/24) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The refund was finally issued, after 7 weeks.

• Initial Complaint

  Date:08/22/2022

  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 $360 annually for an optional ** Premium Care plan. Basically it's extra insurance for a TV that can cost a lot to repair/replace (hence I pay $360/yr in insurance). Despite a third party repair tech clearly stating there was no physical damage to the unit, and "Burn-in for these older **** TV's happens all by itself." **/Asurion is trying to deny coverage by calling it "product damage." There are tons of videos on **** burn-in on the *******. Please look it up. The burn-in (for which I'm filing a repair request) occurred from average use of the TV's built-in apps (such as ******* and *******). Both logos appear to be permanently burnt into the display.
  

  Business Response

  Date: 10/03/2022

  Business Response /* (1000, 5, 2022/09/22) */
  September 22, 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 August 22, 2022, states:
  
  "I pay $360 annually for an optional ** Premium Care plan. Basically it's extra insurance for a TV that can cost a lot to repair/replace (hence I pay $360/yr in insurance). Despite a third party repair tech clearly stating there was no physical damage to the unit, and "Burn-in for these older **** TV's happens all by itself." **/Asurion is trying to deny coverage by calling it "product damage." There are tons of videos on **** burn-in on the *******. Please look it up. The burn-in (for which I'm filing a repair request) occurred from average use of the TV's built-in apps (such as *******************). Both logos appear to be permanently burnt into the display."
  
  The following is the desired resolution listed in your complaint:
  
  "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. Asurion found that on August 31, 2017, you purchased a Protection Plan (the "Plan") for your ** *** **** TV (the "Product") from **. On July 19, 2022, you enrolled the Product in a 1-year Protection Plan (the "Plan"), which you have the option to renew annually. On August 18, 2022, you initiated a claim because the Product was experiencing a screen burn. The claim was subsequently denied because screen burns are excluded from coverage.
  
  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 prior to your enrollment and on the date of your enrollment. The most pertinent portion of the Plan's terms and conditions is included below for your reference:
  
  WHAT IS NOT COVERED:
  1. Breakdown caused by accidental damage, spilled liquids, insect infestation, misuse, abuse, or intentional physical damage;
  8. "No Problem Found" diagnosis or failure to follow the manufacturer's instructions;
  
  Your Plan - contract number **********, purchased on August 31, 2017 - provided coverage for qualifying repairs or replacement of your Product until expiration of the Plan. As indicated above, however, repairs caused by misuse and failure to follow the manufacturer's instructions, such as leaving the TV screen on for longer than specified by the manufacturer, are not covered under your Plan. Screen burns or burn-in images are caused by consumer usage and is not a product defect. As such, the claim denial is upheld.
  
  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
  
  
  Consumer Response /* (3000, 7, 2022/09/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The TV was used as indicated by the manufacturer. There was no accidental damage nor product abuse as per the certified ** repair technician diagnosis. Furthermore, the technician's exact words were that "this is a common problem with **** TV's, especially that year's make/model."
  
  At this point Asurion is simply trying to dodge responsibility for this repair. The reason they listed for the denial don't make any sense.
  
  1. Despite being able to establish misuse or product abuse, Asurion is denying the "extended warranty" claim based on what exactly? They don't say. They're just citing a general paragraph. There are no specifics and they don't comment on the ** certified tech's statements. Specifically in that "burn-in is a common problem with that year's make and model."
  
  
  8."No problem found"? The technician took pictures showing the burnt-in ******* and ******* logos. Would you like me to send you the video and photos? The pre-installed manufacturer's apps, ******* and ******* logos, are now permanently embedded and burnt into the screen. This isn't anything we've done as customers. In fact, I presently own three other ** **** TV's that don't have this issue (model year CX 2019, G1 2021, C2 2022).
  
  In closing, this is no more than Asurion trying to dodge their responsibility to fix the TV after accepting payment for the extended manufacturer warranty. I, as the customer, have done wrong. Rather, I have paid Asurion thousands of dollars over the years for the extended warranty and expect them to do the right thing. We've used the TV as indicated by all product manuals, using only the TV manufacturer's pre-installed apps (which appear to have caused the burned-in ******* and ******* logos). Asurion needs to do the right thing and repair the burn-in caused by the TV manufacturer's pre-installed apps. As per the ** certified technician who inspected the TV, this isn't a result of misuse or abuse; rather this is a common defect for that year's model. This can be verified by simply running a ******* search for "2016 ** **** burn-in". I'm not the only customer with this issue.
  
  
  Business Response /* (4000, 9, 2022/09/29) */
  September 29, 2022
  
  **************************************************************************************************,
  
  I am writing in response to the rebuttal you filed with the Better Business Bureau ("BBB") regarding Asurion's response to the above-referenced matter.
  
  Your rebuttal on September 22, 2022, states:
  
  "The TV was used as indicated by the manufacturer. There was no accidental damage nor product abuse as per the certified ** repair technician diagnosis. Furthermore, the technician's exact words were that "this is a common problem with **** TV's, especially that year's make/model."
  
  At this point Asurion is simply trying to dodge responsibility for this repair. The reason they listed for the denial don't make any sense.
  
  1. Despite being able to establish misuse or product abuse, Asurion is denying the "extended warranty" claim based on what exactly? They don't say. They're just citing a general paragraph. There are no specifics and they don't comment on the ** certified tech's statements. Specifically in that "burn-in is a common problem with that year's make and model."
  
  8."No problem found"? The technician took pictures showing the burnt-in ******* and ******* logos. Would you like me to send you the video and photos? The pre-installed manufacturer's apps, ******* and ******* logos, are now permanently embedded and burnt into the screen. This isn't anything we've done as customers. In fact, I presently own three other ** **** TV's that don't have this issue (model year CX 2019, G1 2021, C2 2022).
  
  In closing, this is no more than Asurion trying to dodge their responsibility to fix the TV after accepting payment for the extended manufacturer warranty. I, as the customer, have done wrong. Rather, I have paid Asurion thousands of dollars over the years for the extended warranty and expect them to do the right thing. We've used the TV as indicated by all product manuals, using only the TV manufacturer's pre-installed apps (which appear to have caused the burned-in ******* and ******* logos). Asurion needs to do the right thing and repair the burn-in caused by the TV manufacturer's pre-installed apps. As per the ** certified technician who inspected the TV, this isn't a result of misuse or abuse; rather this is a common defect for that year's model. This can be verified by simply running a ******* search for "2016 ** **** burn-in". I'm not the only customer with this issue."
  
  As previously explained, the cause of screen burn is a result of leaving the TV screen on for longer than specified by the manufacturer - this is due to consumer usage and not a product defect. Therefore, this is a non-covered failure under our Plan. We apologize for any inconvenience this has caused.
  
  Regards,
  
  *** **********, Senior Writer
  Asurion ***********@asurion.com
  www.asurion.comwww.asurion.com
  
  
  Consumer Response /* (4200, 11, 2022/09/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  As per my initial statement as well as that of the field expert they sent, we followed all manufacturer instructions and did not leave the TV "on for too long." Furthermore, I'd like to ask the question: how long is "too long"? Where in the manual does is it specify a time period, or even recommended a daily usage time to avoid damage? The manual cites neither. How then can Asurion say that we "left the TV on for too long"? Is "too long" some kind of abstract concept conceived by Asurion when it's time to pay for a repair? Why not just deny every claim ever based on this abstract undefined concept of "too long."
  
  Asurion seems to be collecting money for the extended warranty well beyond 4 years after product purchase; however, denying responsibility when it's time to pay the repair bill. Asurion can neither cite nor provide any evidence that we diverged from standard product use. Contrarily, the field expert they sent (as well as a plethora of ******* videos) frame this issue as a known product defect for that year's make and model. All I'm asking Asurion to do is make good on their warranty and use some of that money we've paid them over the years to repair or replace the TV. Frankly this is starting to sound like it would make for a very good class-action lawsuit. At the very least a Surgeon General letter with an "*** on Your Side"/ "I-Team"/"Marketplace" investigation, as frankly, I can't believe the audacity! I feel nothing short of ripped off by Asurion!

• Initial Complaint

  Date:08/21/2022

  Type:Billing 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 6th 2022 I called the ************ number to file a claim for a defecrive phone. Before confirmation of my claim I was offered a home protection plan for $25 per month. Which I declined. The next day on Aug 7th I received an email thanking me for my purchase of the home protection plan and I immediately call Asurion to have the issue resolved. It is now August 21 and I have been bounced back and forth between Asurion and ******* with no resolve. I have spoken to managers, asked for returned calls..nothing. i just accessed my current ******* bill and saw that the $25 monthly charge is on the bill. I am frustrated, i feel that these charges were fraudulently added to my account and now I am being denied the right to have it removed.

  Business Response

  Date: 09/21/2022

  September 21, 2022
  
  *************************
  64 *******************
  Worcester, ** 01604
  
  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 21, 2022, states:
  
  "On August 6th 2022 I called the ************ number to file a claim for a defecrive phone. Before confirmation of my claim I was offered a home protection plan for $25 per month. Which I declined. The next day on Aug 7th I received an email thanking me for my purchase of the home protection plan and I immediately call Asurion to have the issue resolved. It is now August 21 and I have been bounced back and forth between Asurion and ******* with no resolve. I have spoken to managers, asked for returned calls..nothing. i just accessed my current ******* bill and saw that the $25 monthly charge is on the bill. I am frustrated, i feel that these charges were fraudulently added to my account and now I am being denied the right to have it removed."
  
  The following is your desired resolution:
  
  "Billing adjustment: Billing adjustment."
  
  Response:
  
  After receiving your 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 ******* Home Device Protect ("VHDP") enrollment, which occurred on August 6, 2022. By way of background, 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. Following our review, Asurion determined that your enrollment in VHDP occurred on August 6, 2022, following your initiation of an insurance claim under an unrelated ******* device ********************** program. At that time, you were offered VHDP, read key disclosures (including the monthly cost of the plan, and other key program details) and accepted enrollment. According to our records, on August 9, 2022, you contacted *******, who then transferred the call to Asurion, to discuss your insurance claim as well as your VHDP enrollment. Your call was then transferred to our claims team, so they could assist you with your insurance claim.
  We sincerely apologize for any misunderstanding, confusion and/or frustration caused by this matter. Upon receiving your matter, we requested immediate cancellation of your enrollment in VHDP as well as a full refund. Because your desired resolution has been met, we will consider this matter now resolved.
  If you have any other questions, I am available by email Monday through Friday between the hours of 9:00 am and 4:00 pm CT.
  
  Sincerely,
  
  ******* Tears
  Senior Compliance Analyst, Regulatory Complaints
  Email: ********************************
  
  
  

  Customer Answer

  Date: 09/22/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I never accepted enrollment as stated and when checking my bill I was only partially credited , an outstanding charge of $16 still remains on my bill for the services and want the entire amount credited not just a partial amount

  Business Response

  Date: 09/30/2022

  September 30, 2022
  
  *************************
  64 *******************
  Worcester, ** 01604
  
  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 21, 2022, states:
  
  "On August 6th 2022 I called the ************ number to file a claim for a defecrive phone. Before confirmation of my claim I was offered a home protection plan for $25 per month. Which I declined. The next day on Aug 7th I received an email thanking me for my purchase of the home protection plan and I immediately call Asurion to have the issue resolved. It is now August 21 and I have been bounced back and forth between Asurion and ******* with no resolve. I have spoken to managers, asked for returned calls..nothing. i just accessed my current ******* bill and saw that the $25 monthly charge is on the bill. I am frustrated, i feel that these charges were fraudulently added to my account and now I am being denied the right to have it removed."
  
  The following is your desired resolution:
  
  "Billing adjustment: Billing adjustment."
  
  Your rebuttal filed with the BBB on September 22, 2022:
  
  "I never accepted enrollment as stated and when checking my bill I was only partially credited , an outstanding charge of $16 still remains on my bill for the services and want the entire amount credited not just a partial amount."
  
  Thank you for your recent communication. As stated previously, we requested the immediate cancellation of your enrollment in VHDP, which has been completed. However, we sincerely apologize for the delay in providing you with the remaining reimbursement of $16.13. A member of our team contacted you on Friday, September 30th to advise that a check will be sent you. If you do not receive the check within ***** days, please let me know. Because your desired resolution will be met, we will consider this matter now resolved.
  
  We sincerely apologize for any inconvenience this matter may have caused you. We aim to provide exemplary customer services, and we regret that this was not the case when you contacted us.
  
  If you have any other questions, I am available by email Monday through Friday between the hours of 9:00 am and 4:00 pm CT.
  Sincerely,
  
  ******* Tears
  Senior Compliance Analyst, Regulatory Complaints
  Email: *************************
  
  
  

• Initial Complaint

  Date:08/18/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mom (who is 78 years-old) purchased a ******* 50-inch television from **'s ********* **** on 9/24/2019 along with an Asurion limited warranty purchase plan. In June 2022, she noticed a black line along one side of the tv. More recently, there are two lines. She gave me a copy of the receipt along with other information to submit a claim for her. Since then, I have been given the runaround and each time, the documentation requirements change. In addition, they want me to have my Senior-Citizen mother attempt to move a heavy tv to take pictures of the back of it. All we are trying to accomplish is to have a control board on the tv replaced, if possible. Asurion has us jumping through hoops. I have read other complaints regarding horrible customer service and now understand why
  

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 5, 2022/09/15) */
  September 15, 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 18, 2022, states:
  
  "My mom (who is 78 years-old) purchased a ******* 50-inch television from **'s ********* **** on 9/24/2019 along with an Asurion limited warranty purchase plan. In June 2022, she noticed a black line along one side of the tv. More recently, there are two lines. She gave me a copy of the receipt along with other information to submit a claim for her. Since then, I have been given the runaround and each time, the documentation requirements change. In addition, they want me to have my Senior-Citizen mother attempt to move a heavy tv to take pictures of the back of it. All we are trying to accomplish is to have a control board on the tv replaced, if possible. Asurion has us jumping through hoops. I have read other complaints regarding horrible customer service and now understand why"
  
  The desired resolution listed in your case states the following:
  
  "Repair; 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 September 24, 2019, you purchased a ******* Electronics 50" LCD TV ("Product") from **'s ********* **** along with an Asurion 3-Year Service Plan ("Plan"). On August 7, 2022, you filed a claim for the Product. During the claim process, Asurion requested proof of purchase to proceed with the claim process. Asurion acknowledges there was a claim delay due to the requirement of proof of purchase. Upon receipt of the required proof of purchase, on August 31, 2022, an Asurion Resolution Specialist assisted you by submitting a reimbursement request totaling $329.99 for the Product. We ask that you allow 7-10 business days to receive the reimbursement check. If you have not received the reimbursement check within the allotted timeframe, please feel free to contact the Asurion Resolution Specialist directly using the contact information provided to you.
  
  The receipt of the reimbursement fulfills Asurion's obligation under the Plan. Therefore, we consider this matter resolved.
  
  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
  
  
  Consumer Response /* (2000, 7, 2022/09/15) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  My case was handled by Ms. ******* who was very professional and understanding. She actively remained in contact with me throughout this case to ensure that it was resolved to me satisfaction. Both my mom and myself are very pleased with the outcome and I agree this case is considered closed. Thank you

• Initial Complaint

  Date:08/18/2022

  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.

  Made a claim with Asurion Home+. When plan was bought, I was told the plan would cover -- repair or replace -- any of the electronics in my home, including ****** and ****. **** was accidentally damaged by electric car seat. Claim was denied because Asurion said the damage was too much to cover. Why would I have the plan if it doesn't cover anything. I told the person I spoke to that it was a rip off the way they handle their claims. He said he would return my 7 payments, which I see a credit on my credit card is pending. I still have 8 payments left. I would still like a replacement even though a refund was issued. This is not a way to deal with customers.
  

  Business Response

  Date: 09/22/2022

  Business Response /* (1000, 5, 2022/09/15) */
  September 15, 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 August 18, 2022, states:
  
  "Made a claim with Asurion Home+. When plan was bought, I was told the plan would cover -- repair or replace -- any of the electronics in my home, including ****** and ****. **** was accidentally damaged by electric car seat. Claim was denied because Asurion said the damage was too much to cover. Why would I have the plan if it doesn't cover anything. I told the person I spoke to that it was a rip off the way they handle their claims. He said he would return my 7 payments, which I see a credit on my credit card is pending. I still have 8 payments left. I would still like a replacement even though a refund was issued. This is not a way to deal with customers."
  
  The following is your desired resolution:
  
  "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 Asurion Home Plus ("Plan") that you enrolled in on February 15, 2022.
  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 your enrollment in the Plan, Asurion found that on August 14, 2022, you initiated a claim for an Apple Tablet ("Product"). On the following day, you were advised that pictures were needed of the full back of the Product and the model/serial number to proceed. On August 16, 2022, your claim was denied due to extensive damage. You were contacted on August 17, 2022, by a Resolution Specialist and advised that your claim had been denied and explained the determining factors.
  All claim determinations are grounded in the Plan Terms and Conditions. A full and complete copy of the Plan Terms and Conditions was available to you prior to your enrollment at the point of sale and emailed to you following your enrollment in the Plan. The pertinent portions of the Terms and Conditions governing your Plan state:
  II. DEFINITIONS: Throughout this Plan, the following words have the following meanings: . . . (6) "breakdown" means the mechanical or electrical failure of the covered product caused by: (i) defects in materials and/or workmanship; (ii) power surge; or (iii) normal wear and tear; (iv) dust, heat or humidity or (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;
  XII. EXCLUSIONS: This Plan does not cover the following:
  f. Breakdown caused by acts of God or other disaster (whether natural, man-made, local or catastrophic), abuse, acts of war, civil disorders, corrosion, dirt, mold, dust, earthquake, fire, hail, insects or other animals, liquid immersion, malicious mischief, misuse, negligence, nuclear accident, riot, rust, sand, smoke, storm, terrorist attack, vandalism, wind;
  The Plan provides coverage for breakdowns to tablets that result from unintentional and accidental damage from handling as a result of normal use. Upon review of your claim, Asurion determined that the physical damage to the Product caused by the car seat was not the result of normal use of the Product. Moreover, the Plan does not cover extensive physical damage of your Product due to abuse, misuse, or negligence; therefore, your claim was correctly denied.
  Although we are unable to provide your desired resolution, we will consider the issues raised in this matter addressed pursuant to the Plan Terms and Conditions.
  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:08/17/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a five year warranty through **********, provided by Asurion for all my appliences. I haven't had a working dishwasher for 3.5 months. Their contract says that if 4 tickets are opened for the same issue, it's a lemon and they will either replace or give you the amount it cost to buy the item so you can buy a new one. We are on the 4th open ticket after numerous (12) parts were replaced (some parts multiple times) and they are still trying to repair the dishwasher against the terms of their own contract. They are not doing the last step which was explained to me would be diagnosis NOT a repair to confirm the dishwasher is broken. A field manager apparently ordered parts without even coming over to look at the machine to simply confirm it's broken and is insisting that it be repaired again. He overwrote the request to the buy back department submitted by a claim specialist to send me the money for a new dishwasher. They will not pass me on to a manager. They instead have managers call but they do not leave a number to call them back so it's impossible to get a hold of anyone with the authority to stop the run around. They are not honoring their contract. Please see attached contract with the pertinent section highlighted. And the four ticket number are 1)Service request *******************************************************************************************

  Business Response

  Date: 08/25/2022

  Consumer Response /* (2010, 5, 2022/08/22) */
  This complaint is resolved. Thanks.

• Initial Complaint

  Date:08/15/2022

  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 warranty through ********** for my zero turn lawn mower. After approximately 120 hrs on the mower the mower deck broke. So I called ********** warranty department to start my claim. While talking to the representative on the phone I asked her if it was ok that I fixed the mower the best I could until isomeone came and looked at it. This involved welding the bracket back onto the mower deck. She told me "that will not be a problem". So I welded the mower the best I could to continue mowing my yard. I also found out that the mower deck that would be needed was on back order until October. So the repair company called me a week later to get pictures of the mower deck to send it in to the warranty company. I then get a call a couple days later saying that the claim was denied because I fixed the mower and I'm not an authorized service center. I now understand that it was in the agreement. But, if their representative told me that it was "no problem" that I fixed the deck why am I being penalized by them canceling my warranty.
  

  Business Response

  Date: 09/21/2022

  Business Response /* (1000, 5, 2022/09/15) */
  September 15, 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 15, 2022, states:
  
  "I purchased a warranty through ********** for my zero turn lawn mower. After approximately 120 hrs on the mower the mower deck broke. So I called ********** warranty department to start my claim. While talking to the representative on the phone I asked her if it was ok that I fixed the mower the best I could until isomeone came and looked at it. This involved welding the bracket back onto the mower deck. She told me "that will not be a problem". So I welded the mower the best I could to continue mowing my yard. I also found out that the mower deck that would be needed was on back order until October. So the repair company called me a week later to get pictures of the mower deck to send it in to the warranty company. I then get a call a couple days later saying that the claim was denied because I fixed the mower and I'm not an authorized service center. I now understand that it was in the agreement. But, if their representative told me that it was "no problem" that I fixed the deck why am I being penalized by them canceling my warranty."
  
  The desired resolution listed in your case states the following:
  
  "I just want them to honor their warranty and fix the mower."
  
  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 May 23, 2019, you purchased a *** ***** Riding Lawn Mower ("Product") from The ********** along with an Asurion 3-Year Indoor Lawn & Garden Repair Protection Plan ("Plan"). On August 1, 2022, you filed a claim for the Product, reporting that the bracket that held the deck of the mower was broken.
  
  On August 8, 2022, you were advised by the Asurion Resolution Specialist that a diagnostic of the Product was required before repair. During the conversation, you advised the Asurion Resolution Specialist that you had welded the broken pieces of the Product. Asurion informed you that, due to the self-repair, Asurion would be unable to provide further service, and you advised that you understood.
  
  Following receipt of this matter, Asurion investigated your concerns and determined that your claim was correctly denied because you performed an unauthorized repair on the Product. The pertinent portions of the Terms and Conditions governing your Plan state:
  
  WHAT IS NOT COVERED:
  (3) Damage from abuse, misuse, introduction of foreign objects into the product, unauthorized product modifications or alterations; (12) Damage caused by unauthorized repair personnel;
  
  The Plan Terms and Conditions require that all repairs must go through the standard claims process and receive authorization for repair from Asurion. No claims will be accepted unless authorized by Asurion. Moreover, Asurion will cancel the Plan due to any unauthorized repair of the Product. If a self-repair was completed on the Product, Asurion will not cover any subsequent damage to the Product following a self-repair of the Product. As a result, Asurion will not honor your request for a refund of the cost of the unauthorized repairs.
  
  We sincerely apologize for the frustration and inconvenience caused by the service delay. Nevertheless, 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:08/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My bottom line is that I want to be reimbursed in the amount of $39.52. The rest of this complaint provides background.
  
  When I filed a claim, my coverage was cancelled, and I was not reimbursed for the full amount that I had paid for the covered product. I am better off for having the warranty; however, I'd expected a much better value based on the communications prior to my claim.
  
  I purchased a four-year Asurion protection plan for a blender on 1/22/2022. The cost of the blender was $109.99 plus $10.72 tax for a total of $120.71. The cost of the Asurion 4-year protection plan, including tax, was $32.91. When a part on the blender started leaking in August 2022, I filed a claim.
  
  I expected a replacement part that would be mailed to me. What I received was the cost of the blender, before tax, and instructions to return the blender to Asurion. They paid postage but I had to supply the box and packing materials. At that point, I was out $10.72 for the actual cost to me for the blender. But things got worse.
  
  I asked Asurion if I replaced the blender with the same product, if the 4-year protection that I'd paid them for would continue the new, identical, blender. They said that my protection plan was cancelled. I asked if they could refund me for the portion of the protection plan that I paid for but was no longer able to use. They refused to consider that. By my calculations, I was covered for about6 months of a 48-month protection plan and was entitled to a refund of ($32.91 * (48 months - 6 months) / 48 months =) $28.80.
  
  I am uploading documents showing how Asurion markets products and how they acknowledged my purchase via email.
  

  Business Response

  Date: 09/13/2022

  Business Response /* (1000, 5, 2022/09/12) */
  September 12, 2022
  
  ***************************************************************************************************
  
  In connection with the above-referenced case filed with the Better Business Bureau ("BBB"), we submit the below in response.
  
  The case you filed with the BBB on August 14, 2022, states:
  
  "My bottom line is that I want to be reimbursed in the amount of $39.52. The rest of this complaint provides background. When I filed a claim, my coverage was cancelled, and I was not reimbursed for the full amount that I had paid for the covered product. I am better off for having the warranty; however, I'd expected a much better value based on the communications prior to my claim. I purchased a four-year Asurion protection plan for a blender on 1/22/2022. The cost of the blender was $109.99 plus $10.72 tax for a total of $120.71. The cost of the Asurion 4-year protection plan, including tax, was $32.91. When a part on the blender started leaking in August 2022, I filed a claim. I expected a replacement part that would be mailed to me. What I received was the cost of the blender, before tax, and instructions to return the blender to Asurion. They paid postage but I had to supply the box and packing materials. At that point, I was out $10.72 for the actual cost to me for the blender. But things got worse. I asked Asurion if I replaced the blender with the same product, if the 4-year protection that I'd paid them for would continue the new, identical, blender. They said that my protection plan was cancelled. I asked if they could refund me for the portion of the protection plan that I paid for but was no longer able to use. They refused to consider that. By my calculations, I was covered for about6 months of a 48-month protection plan and was entitled to a refund of ($32.91 * (48 months - 6 months) / 48 months =) $28.80. I am uploading documents showing how Asurion markets products and how they acknowledged my purchase via email."
  
  
  The desired resolution listed in your case states the following:
  
  "Refund"
  
  Response:
  
  Asurion Services, LLC ("Asurion") is an administrator of extended service plans, buyer protection services, and product support programs that serve more top consumer 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 January 21, 2022, you purchased a Ninja BN701 Professional Plus Bender ("Product") from ********** along with an Asurion 4 Year Kitchen Protection Plan ("Plan").
  
  Under the Plan Terms and Conditions, the Plan coverage remains in effect throughout the end of your term, unless canceled or fulfilled, such as through a Product reimbursement. Accordingly, once you received the Product reimbursement, Asurion fulfilled its obligation under the Plan. Because you received coverage under the Plan and ultimately a Product reimbursement, you were not eligible for a Plan refund, which is only available when the Plan is canceled.
  
  Nevertheless, following the receipt of this matter, on August 17, 2022, you spoke with an Asurion Resolution Specialist who, in addition to the $109.99 Product reimbursement you received via electronic gift card, refunded the full amount of the Plan as a one-time customer courtesy. If you have not received the refund, please contact the Asurion Resolution Specialist directly using the contact information provided to you.
  
  As stated previously, the receipt of the Product reimbursement fulfills Asurion's obligation under the Plan. Therefore, we consider this matter resolved.
  
  Regards,
  
  **************
  Junior Writer, Regulatory Complaints
  Email **************@asurion.com

• Initial Complaint

  Date:08/08/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  6/27/22 I made a claim on an *** mower that died. (originally purchased mower 4/16/17 for $548 & $130 extended warranty. Asurion gave me the runaround all summer while grass was growing then finally said they cannot find a service company to service the more so they will send me a check in 10 days for the price of the mower. I never received the check and when I checked the progress on the website they said to mail the mower in and an email and phone call said I must find my own service company and they will reimburse. All this back up and run around on top of the additional runaround of having to send in the receipt many times and other excuses and ridiculous hoops to jump through and threats to close my claim prematurely.
  Remedy that would be satisfactory would be the complete refund of the mower and the warranty because summer is over they did not provide the service that I purchased and was promised and $500 damages for wasting my time and my lawn not getting mowed. Total $1,178
  

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 5, 2022/09/08) */
  September 8, 2022
  
  ******************************************************************************************
  
  In connection with the above-referenced case filed with the Better Business Bureau ("BBB"), we submit the below in response.
  
  *** case you filed with the BBB on August 8, 2022, states:
  
  "6/27/22 I made a claim on an *** mower that died. (originally purchased mower 4/16/17 for $548 & $130 extended warranty. Asurion gave me the runaround all summer while grass was growing then finally said they cannot find a service company to service the more so they will send me a check in 10 days for the price of the mower. I never received the check and when I checked the progress on the website they said to mail the mower in and an email and phone call said I must find my own service company and they will reimburse. All this back up and run around on top of the additional runaround of having to send in the receipt many times and other excuses and ridiculous hoops to jump through and threats to close my claim prematurely. Remedy that would be satisfactory would be the complete refund of the mower and the warranty because summer is over they did not provide the service that I purchased and was promised and $500 damages for wasting my time and my lawn not getting mowed. Total $1,178"
  
  *** desired resolution listed in your case states the following:
  
  "Refund"
  
  Response:
  Asurion Services, LLC ("Asurion") is an administrator of extended service plans, buyer protection services, and product support programs that serve more top consumer 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 16, 2017, you purchased an *** ********** Electric Push Mower ("Product") from *** **** ***** along with an Asurion 3-Year Garden Service Plan ("Plan"). *** pertinent portion of the Terms and Conditions governing your Plan:
  
  
  Instructions: You must keep the receipt for your product; it is an integral part of this Plan and you may be required to reference it to obtain service. This Plan, including the terms, conditions, limitations, exceptions and exclusions, and the receipt containing the length of this Plan and product identification, constitute the entire agreement.
  
  WHAT IS NOT COVERED: (1) INCIDENTAL, CONSEQUENTIAL, OR SECONDARY DAMAGES, INCLUDING BUT NOT LIMITED TO: ANY DELAY IN RENDERING SERVICE UNDER THIS PLAN; LOSS OF USE DURING THE PERIOD THAT THE PRODUCT IS AT A REPAIR CENTER OR OTHERWISE AWAITING PARTS; LOSS OF BUSINESS; LOSS OF PROFITS; AND DOWNTIME AND CHARGES FOR TIME AND EFFORT
  
  On June 27, 2022, you filed a claim for the Product. During the claim process, Asurion requested proof of purchase to proceed with the claim process. Upon receipt of the required proof of purchase, on August 16, 2022, an Asurion Resolution Specialist assisted you by submitting a reimbursement request totaling $586.74 for the Product, and on August 18, 2022, Asurion approved the reimbursement. Our records indicate that on August 25, 2022, the Asurion Resolution Specialist contacted you and confirmed your receipt of the $586.74 reimbursement check. ***refore, we consider this matter resolved.
  
  Regarding your request for additional compensation, as stated in the above-referenced Plan Terms and Conditions, incidental, consequential, or secondary damages, including any loss of use under this Plan, are not covered. As a result, Asurion will not honor your request for additional compensation.
  
  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
  
  
  Consumer Response /* (2000, 7, 2022/09/09) */
  (*** consumer indicated he/she ACCEPTED the response from the business.)
  I only chose yes because I'm sick of dealing with their runaround. ***y got a receipt immediately and with the first report ( and four times afterwards ) and gave me a massive run around all summer. If I can figure out how to attach it I will prove it.
  ***y owe me for my time and inconvenience and cost of warranty they tried getting out of, but I'm so sick of dealing with them I will say yes here. It is clear the only reason I got paid anything was because I made a better business bureau report. This company does not make good on these warranties as they should . I still feel gypped out of time and money. Don't buy extended warranties!

• Initial Complaint

  Date:08/08/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Asurion claim # **********
  4/02/2019 purchased extended warranty from Asurion (Home ***** for a******* power generator cost of $949.00 + $150 for warranty. 04/2022 i filed a claim with Asurion as they had just kicked in after manufacture warranty had just expired. did not hear anything until end of april beginning of May received text from *** saying my claim had been handed to them. I called to make arrangements for a pick-up of unit as/ contract since i live an hour from the closest town. 5/ 31 received text saying they found a service center. called *** was told they were trying to find a pick-up service. told them i would be going to that on 7/ 1 was assured they would find pick up service before then, nothing happened called and texted several times in june no response. dropped off unit 7/1. received a text about pick up service on 7/11 after unit had already been dropped off by me.7/15 text from *** "unit repaired, ready for pick up," called repair center they had just sent in estimate, *** -no answer, Asurion call back 7/22. 7/22 call back 7/25. 7/25 call back 7/27. 7/27 call back 7/28. 7/28 call back 8/2. 7/29 text from Asurion claim denied !! called Asurion and management was very rude. 8/3 was contacted by Asurion and told by agent she would put this back in for further review since when i picked up my unit on 8/1 it runs worse then drop off on 7/1 . was told a tech would call in 48 hrs. got call on 8/4 from very rude "manager" told claim was denied do to "oil being very low" and that HE decided that because of the size of the claim he would not approve it and i would be sent a form to get my warranty money back. tried questioning him and even told him that the unit will not run with very low oil as / owner's manual and low oil level shutdown system. sent ** message requesting formal denial in writing on 8/6 was told chk spam gave agent different e-mail to try. nothing at all on either e-mail as of 8/8.
  

  Business Response

  Date: 09/29/2022

  Business Response /* (1000, 5, 2022/09/07) */
  September 7, 2022
  
  
  *********************************************************************************************
  
  In connection with the above-referenced complaint filed with the Better Business Bureau ("BBB"), we submit the below in response.
  
  The complaint you filed with the BBB on August 8, 2022, states:
  
  "Asurion claim # ********** 4/02/2019 purchased extended warranty from Asurion (**** ***** for a ****** power generator cost of $949.00 + $150 for warranty. 04/2022 i filed a claim with Asurion as they had just kicked in after manufacture warranty had just expired. did not hear anything until end of april beginning of May received text from *** saying my claim had been handed to them. I called to make arrangements for a pick-up of unit as/ contract since i live an hour from the closest town. 5/ 31 received text saying they found a service center. called *** was told they were trying to find a pick-up service. told them i would be going to that on 7/ 1 was assured they would find pick up service before then, nothing happened called and texted several times in june no response. dropped off unit 7/1. received a text about pick up service on 7/11 after unit had already been dropped off by me.7/15 text from *** "unit repaired, ready for pick up," called repair center they had just sent in estimate, *** -no answer, Asurion call back 7/22. 7/22 call back 7/25. 7/25 call back 7/27. 7/27 call back 7/28. 7/28 call back 8/2. 7/29 text from Asurion claim denied !! called Asurion and management was very rude. 8/3 was contacted by Asurion and told by agent she would put this back in for further review since when i picked up my unit on 8/1 it runs worse then drop off on 7/1 . was told a tech would call in 48 hrs. got call on 8/4 from very rude "manager" told claim was denied do to "oil being very low" and that HE decided that because of the size of the claim he would not approve it and i would be sent a form to get my warranty money back. tried questioning him and even told him that the unit will not run with very low oil as / owner's manual and low oil level shutdown system. sent FB message requesting formal denial in writing on 8/6 was told chk spam gave agent different e-mail to try. nothing at all on either e-mail as of 8/8."
  
  The following is the desired resolution listed in your complaint:
  
  "What i am asking for now is for full replacement of unit per contract and to be contaced by upper leadership on this matter."
  
  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 April 2, 2019, you purchased a 3-year Protection Plan ("Plan") for your ****** electric generator ("Product") from The **** *****. On April 19, 2022, you initiated a claim because the Product was not functioning properly. After a delay in locating a servicer in your area, Asurion assigned the claim to a service center, which would set up the service appointment directly with you.
  
  Following the service appointment, you contacted Asurion and advised that the service technician informed you that the Product was uneconomical to repair. However, Asurion had not received the service report from the service center, advising that the Product was uneconomical to repair. After a subsequent review of the technician's diagnosis and the photos of the Product, Asurion denied your claim for abuse due to lack of lubrication, causing damage to the internal engine and governor assembly. In addition, it was noted that the Product was very low on oil.
  
  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 NOT COVERED:
  
  (3) Damage from abuse, misuse, introduction of foreign objects into the product, unauthorized product modifications or alterations;
  
  (9) Cost of preventative maintenance, or damages caused by improper preventative maintenance;
  
  (26) Seized or damaged parts resulting from failure to maintain proper levels of lubricants or coolants, using contaminated or improper lubricants or using stale, contaminated, or improper fuel, or resulting from freezing or overheating;
  
  Your Plan - contract number ************ purchased on July 19, 2022 - provides coverage for qualifying repairs or replacement of your Product, due to normal and customary use, until the expiration of the Plan. As indicated above, however, abuse and damages caused by improper preventative maintenance and failure to maintain proper lubrication, as highlighted in the denial details above, are not covered under your Plan. As such, the claim denial for your Product is upheld. If you would like to receive a refund of the Plan that was previously offered to you as a customer courtesy, please contact Asurion directly.
  
  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
  
  
  Consumer Response /* (3000, 7, 2022/09/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not agree with the reply on the bases that everything stated by the company is inaccurate. The unit ran and worked properly except for the idle speed at times, and a lcd display "run time meter" was not functioning properly. Since i filed this complaint i contacted 2 other sources to discuss the estimate from the assigned repair shop. both source said in there opinion the repair shop gave a false estimate that was highly inflated. withing 30 mins of looking over my unit both small engine mechanics came to the following conclusions
  #1 as i have stated and submitted proof the unit would not have run at all if it had been "extremely low on oil and there was no way for the assigned repair shop could have taken a picture of a black dipstick showing any kind of oil reading
  #2 after a fully looking over the generator they found the following problems
  there is a short in the led run time meter display and the cause of the high rpm's and automatic idle control switch not working comes down to a simple part called a "control idle" which is only available from the engine manufacturer. part # 0K2914. When tested it is getting power into the unit but is unresponsive even when preforming a bench test on the part. when power is applied to this tiny solenoid it is supposed to move a small arm and control the gas flow to the engine there by controlling the engine RPM's
  
  
  Business Response /* (4000, 9, 2022/09/14) */
  September 14, 2022
  
  *********************************************************************************************
  
  I am writing in response to the September 9, 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 do not agree with the reply on the bases that everything stated by the company is inaccurate. The unit ran and worked properly except for the idle speed at times, and a lcd display "run time meter" was not functioning properly. Since i filed this complaint i contacted 2 other sources to discuss the estimate from the assigned repair shop. both source said in there opinion the repair shop gave a false estimate that was highly inflated. withing 30 mins of looking over my unit both small engine mechanics came to the following conclusions
  #1 as i have stated and submitted proof the unit would not have run at all if it had been "extremely low on oil and there was no way for the assigned repair shop could have taken a picture of a black dipstick showing any kind of oil reading
  #2 after a fully looking over the generator they found the following problems
  there is a short in the led run time meter display and the cause of the high rpm's and automatic idle control switch not working comes down to a simple part called a "control idle" which is only available from the engine manufacturer. part # 0K2914. When tested it is getting power into the unit but is unresponsive even when preforming a bench test on the part. when power is applied to this tiny solenoid it is supposed to move a small arm and control the gas flow to the engine there by controlling the engine RPM's."
  Response:
  
  We are also in receipt of your email dated September 9, 2022 regarding the same concerns listed in your rebuttal. This will serve as Asurion's response in the matter. Asurion maintains that your claim was denied for abuse due to lack of lubrication, causing damage to the internal engine and governor assembly. As cited in the terms and conditions of the Plan, abuse and damages caused by improper preventative maintenance and failure to maintain proper lubrication, as highlighted in the denial details above, are not covered under your Plan. As stated in our previous response, if you would like to receive a refund of the Plan that was previously offered to you as a customer courtesy, please contact Asurion directly.
  Although we cannot meet your desired resolution, we will consider this matter closed based on the above.
  Regards,
  
  *** **********
  Senior Writer, Asurion
  Asurion ***********@asurion.com
  
  
  Consumer Response /* (3000, 13, 2022/09/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  i disagree still. if Asurion read the documentation i submitted properly then they would have seen that with the newer "generic" engines there is no way to be extremely low on oil . There is a low oil safety device built into the crank case that prevents their engines from running or starting. I also submitted proof that the repair shop was committing fraud by sending them a bill for over $400 and claiming that they transported the unit , when i transported the unit and i have it in writing that they were only going to charge a $50 fee if claim was rejected. also as stated in last rebuttal I HAD THE UNIT INSPECTED and found that the problems listed by the contracted repair shop were incorrect. the unit does NOT need over $800 in repairs. according to the techs that I had look at my unit it only needs 2 parts and i even included a part number to the part that is causing the my main issues of the rpms not stabilizing. If Asurion wants to refund my warranty as offered by 2 supervisors that's fine just send me a refund of the $150 i paid for the warranty and i will order the parts from the engine manufacturer myself and have them installed. I also did a background check of the assigned repair shop and checked the references i was given after the fact and none of the repair shops in the area have ever heard of the owner of the assigned repair shop. Again, if Asurion wants to refund my contract as offered 2 times before by phone supervisors then we will be even
  
  
  Business Response /* (4000, 15, 2022/09/26) */
  September 26, 2022
  
  ********************************************************************************************,
  
  I am writing in response to the September 16, 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 disagree still. if Asurion read the documentation i submitted properly then they would have seen that with the newer "generic" engines there is no way to be extremely low on oil . There is a low oil safety device built into the crank case that prevents their engines from running or starting. I also submitted proof that the repair shop was committing fraud by sending them a bill for over $400 and claiming that they transported the unit , when i transported the unit and i have it in writing that they were only going to charge a $50 fee if claim was rejected. also as stated in last rebuttal I HAD THE UNIT INSPECTED and found that the problems listed by the contracted repair shop were incorrect. the unit does NOT need over $800 in repairs. according to the techs that I had look at my unit it only needs 2 parts and i even included a part number to the part that is causing the my main issues of the rpms not stabilizing. If Asurion wants to refund my warranty as offered by 2 supervisors that's fine just send me a refund of the $150 i paid for the warranty and i will order the parts from the engine manufacturer myself and have them installed. I also did a background check of the assigned repair shop and checked the references i was given after the fact and none of the repair shops in the area have ever heard of the owner of the assigned repair shop. Again, if Asurion wants to refund my contract as offered 2 times before by phone supervisors then we will be even."
  Response:
  
  Following receipt of your latest rebuttal, per your request, on September 23, 2022, Asurion processed the $150 Plan refund for shipping and delivery to you within ten business days. An Asurion representative spoke with you regarding the refund, at which time you indicated there were no additional concerns.
  
  Again, we 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,
  
  *** **********
  Senior Writer, Asurion
  Asurion ***********@asurion.com
  
  
  Consumer Response /* (2000, 17, 2022/09/28) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  we came to an agreement that they will just refund me the cost of the warranty and i will just buy the 2 parts needed and have them installed myself. They also agreed that they will check into the details of the assigned repair shop possibly trying to defraud them and charge them for services not rendered