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

  
• 

  Power Plus

  PO Box 1340 Sterling, VA 20167

• 

  N.E.W. Customer Services Companies, LLC

  22660 Executive Dr Ste 122 Sterling, VA 20166

• 

  N.E.W. Customer Services Companies, LLC

  22894 Pacific Blvd Ste 122 Dulles, VA 20166

• 

  N.E.W. Customer Service Companies, LLC

  140 11th Avenue North Nashville, TN 37203

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 7, 2017, I purchased an*** refrigerator from ********** along with a 5yr Asurance extended protection plan warranty. On Aug 1, 2022 that evening the*** refrigerator stopped working and I had to go purchase a chest freezer due to all of the meat, ice cream and vegetables were unthawing. On Aug 2, 2022, I called*** and spoke with ***** and then I called ********** and spoke with ******, and they both verified that my extended warranty plan was still in affect and for me to call Asurance to file a claim and have a repair person come out to check my refrigerator. On Aug 3, 2022, I called Asurance and spoke with ****** regarding my refrigerator and was told that my extended warranty plan had expired on January 6, 2022. I told him that's impossible because my*** refrigerator had a 1yr warranty and when that expired my 5 yr extended warranty plan kicked in. He said that Asurance warranty plan started from the date of purchase along with my*** refrigerator warranty and they are refusing to fix my refrigerator. On Aug 4, 2022, I called Asurance customer service to ask a general question regarding purchasing big appliances and when does their extended warranty plan start and was told that their extended warranty plan starts after the appliance warranty ends, so I explained my situation to them and they transferred my call for me to file a claim and once again I'm being told that my extended warranty plan had expired and I also told Asurance that*** said that if the repair person say it's the compressor, *** will pay the cost for it but Asurance is still refusing to honor my extended warranty plan and have someone come out to check and possibly repair my*** refrigerator.
  

  Business Response

  Date: 09/21/2022

  Business Response /* (1000, 5, 2022/09/01) */
  September 1, 2022
  
  
  **********************************************************************************************
  
  In connection with the above-referenced complaint filed with the Better Business Bureau ("BBB"), we submit the below in response.
  
  The case you filed with the BBB on August 5, 2022 states:
  
  "On January 7, 2017, I purchased an ** refrigerator from ********** along with a 5yr Asurance extended protection plan warranty. On Aug 1, 2022 that evening the ** refrigerator stopped working and I had to go purchase a chest freezer due to all of the meat, ice cream and vegetables were unthawing. On Aug 2, 2022, I called ** and spoke with Chris and then I called ********** and spoke with ******, and they both verified that my extended warranty plan was still in affect and for me to call Asurance to file a claim and have a repair person come out to check my refrigerator. On Aug 3, 2022, I called Asurance and spoke with ****** regarding my refrigerator and was told that my extended warranty plan had expired on January 6, 2022. I told him that's impossible because my ** refrigerator had a 1yr warranty and when that expired my 5 yr extended warranty plan kicked in. He said that Asurance warranty plan started from the date of purchase along with my ** refrigerator warranty and they are refusing to fix my refrigerator. On Aug 4, 2022, I called Asurance customer service to ask a general question regarding purchasing big appliances and when does their extended warranty plan start and was told that their extended warranty plan starts after the appliance warranty ends, so I explained my situation to them and they transferred my call for me to file a claim and once again I'm being told that my extended warranty plan had expired and I also told Asurance that ** said that if the repair person say it's the compressor, ** will pay the cost for it but Asurance is still refusing to honor my extended warranty plan and have someone come out to check and possibly repair my ** refrigerator."
  
  The following is the desired resolution listed in your complaint:
  
  "Repair."
  
  Response:
  
  Asurion Services, LLC ("Asurion"") is the provider of extended service plans, buyer protection services, and product support programs that serve more top consumer electronics retailers than any other provider. After receiving this matter, we initiated a full review of your claim interaction history, with the aim to, where possible, remediate the matter and, when necessary, make changes to improve our services. Based on that review, Asurion determined the following:
  
  On January 7, 2017, you purchased an ** refrigerator (the "Product") and a 5-Year Protection Plan (the "Plan") from The ********** ("THD"). The Plan provides service contract coverage in the event the covered Product experiences a breakdown during the term of the Plan.
  On January 6, 2022, the Plan expired.
  On August 3, 2022, you contacted Asurion to file a claim because the Product was not functioning properly. Asurion informed you that a claim could not be filed because the Plan expired on January 6, 2022.
  
  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:
  
  Service Plans for Major Appliances:
  ........
  This Plan includes the following enhanced coverage:
  Food Spoilage - Beginning on your date of purchase, if you purchased a Plan for a refrigerator or freezer, you will be reimbursed for food losses resulting from the covered breakdown of your refrigerator or freezer up to $300 for the period of time specified on your receipt on a per refrigerator or freezer/per incident basis. Documented proof of loss will be required.
  Surge protection - Beginning on your date of purchase.
  Laundry Allowance - If you purchased a Plan for a washer or dryer you will receive up to a fifty dollar ($50) for five (5) year Plans and twenty-five dollars ($25) for three (3) year Plans, reimbursement for laundry cleaning services per qualified service repair if your product is out for service for more than seven (7) consecutive days. You are required to submit an itemized list for each laundry reimbursement claim to the administrator.
  Preventative Maintenance Part Reimbursement AddOn Program (for 5 year Plans only): Beginning on your date of purchase. You will receive a 25% reimbursement on select preventative maintenance parts (including water filters, air filters, refrigerator coil brushers, drying lint brushes, aluminum vents, washer hoses, washer fresheners purchased at ********** retail locations, online at homedepot.com
  ........
  
  Term of Coverage: The term of your Plan commences upon your date of purchase of your Product and continues for a period of three (3) or five (5) years, depending on the Plan you purchased, as indicated on your sales receipt. Coverage for the above additional benefits begins on the date you purchase your Product; all other coverage begins upon the expiration of the manufacturer's warranty. The Plan is inclusive of the manufacturer's warranty; it does not replace the manufacturer's warranty, but provides certain additional benefits during the term of the manufacturer's warranty. After the manufacturer's warranty expires, the Plan continues to provide some of the manufacturer's benefits as well as certain additional benefits listed within the Plan's terms and conditions. (emphasis added.)
  
  We wish to note that prior to a customer's purchase of the Plan and at any time at their convenience, customers are able to access and review the terms and conditions of the Plans and coverage provisions, by visiting any THD retail location or THD website at www.homedepot.com/c/The_Home_Depot_Protection_Plans. In agreeing to purchase the Plan, you agreed to be bound by the terms and conditions governing that Plan.
  
  Your Plan, contract number *********, purchased on January 7, 2017, provided coverage for qualifying repairs or replacement of the Product until the expiration of the Plan at midnight on January 6, 2022. As highlighted above, coverage under the Plan began on the date of purchase, and Asurion provides certain benefits commencing on the date of purchase and during the term of the manufacturer's warranty. In addition, Asurion provides additional coverage following the expiration of the manufacturer's warranty. In summary, your Plan, and all of Asurion's obligations owed to you under it, were extinguished on January 6, 2022. Accordingly, Asurion will not provide a repair or replacement Product.
  
  While we sincerely regret that your experience with Asurion has been less than satisfactory, we are unable to modify the terms and conditions of the Plan to match the details that you indicated were verbally provided by ** and THD at the time of your claim.
  
  The Plan guidelines Asurion adhered to regarding your concerns have been explained in this letter. Please feel free to contact me if you have any other concerns or questions. I am available by email Monday through Friday from the hours of 9:30am to 4:00pm CST.
  
  Regards,
  *** **********
  Senior Writer, Asurion
  Email: J**********@asurion.com
  
  
  Consumer Response /* (3000, 7, 2022/09/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hi *** **********,
  On January 7, 2017, along with the refrigerator, I purchased the 5-year extended Asurion protection plan, and as per my sell, I was offered this extention for after my ** warranty expires, that is the reason I purchased it. Nowhere in my paperwork from ********** does it show that my extended coverage started on the date of purchase and as per your first sentence, you stated, "Asurion Services, LLC ("Asurion"") is the provider of extended service plans" which is what I purchased, the extended plan.
  When I called ********** on August 3, 2022 and spoke with ******, he put me on hold and went to check my information and my purchase that was made on January 7, 2017 and verified from their ********* system that my extended warranty plan was still in effect and for me to call Asurance to file a claim and have a repair person come out to check my refrigerator. Those records that he checked were from 2017. ********** was selling your extended coverage plan for your company, so why would they be quoting their customers this information that he verified in his system, if it was not true.
  Also, when I called your company, Asurance on Aug 4, 2022, your customer service, after I asked a general question regarding purchasing big appliances and when does their extended warranty plan start. I was told that your (Asurance) extended warranty plan starts after the appliance warranty ends. Why would they say that, because they are telling the truth.
  I lost a lot of food because of this unfortunate situation. I'm not asking for any reimbursement for that. I want you (Asurance) to honor the 5-year Extended coverage plan that I purchased from ********** that should be still in effect until January 7, 2023 and reimburse the amount that I paid on August 29, 2022 $615.03 to repair my refrigerator.
  
  Thank you
  
  
  Business Response /* (4000, 9, 2022/09/13) */
  September 13, 2022
  ***********************************************************************************************
  
  I am writing in response to the September 6, 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:
  "On January 7, 2017, along with the refrigerator, I purchased the 5-year extended Asurion protection plan, and as per my sell, I was offered this extention for after my ** warranty expires, that is the reason I purchased it. Nowhere in my paperwork from ********** does it show that my extended coverage started on the date of purchase and as per your first sentence, you stated, "Asurion Services, LLC ("Asurion"") is the provider of extended service plans" which is what I purchased, the extended plan.
  When I called ********** on August 3, 2022 and spoke with ******, he put me on hold and went to check my information and my purchase that was made on January 7, 2017 and verified from their ********* system that my extended warranty plan was still in effect and for me to call Asurance to file a claim and have a repair person come out to check my refrigerator. Those records that he checked were from 2017. ********** was selling your extended coverage plan for your company, so why would they be quoting their customers this information that he verified in his system, if it was not true.
  Also, when I called your company, Asurance on Aug 4, 2022, your customer service, after I asked a general question regarding purchasing big appliances and when does their extended warranty plan start. I was told that your (Asurance) extended warranty plan starts after the appliance warranty ends. Why would they say that, because they are telling the truth.
  I lost a lot of food because of this unfortunate situation. I'm not asking for any reimbursement for that. I want you (Asurance) to honor the 5-year Extended coverage plan that I purchased from ********** that should be still in effect until January 7, 2023 and reimburse the amount that I paid on August 29, 2022 $615.03 to repair my refrigerator."
  Response:
  
  As explained in our previous response, the pertinent portion of your Plan states the following:
  
  Term of Coverage: The term of your Plan commences upon your date of purchase of your Product and continues for a period of three (3) or five (5) years, depending on the Plan you purchased, as indicated on your sales receipt. Coverage for the above additional benefits begins on the date you purchase your Product; all other coverage begins upon the expiration of the manufacturer's warranty. The Plan is inclusive of the manufacturer's warranty; it does not replace the manufacturer's warranty, but provides certain additional benefits during the term of the manufacturer's warranty. After the manufacturer's warranty expires, the Plan continues to provide some of the manufacturer's benefits as well as certain additional benefits listed within the Plan's terms and conditions. (emphasis added.)
  
  Accordingly, the 5-year Plan began on the date of purchase, January 7, 2017, and expired on January 6, 2022. Therefore, when you contacted Asurion on August 3, 2022 (nearly seven months after the Plan's expiration), you were correctly informed that the Plan, and all of Asurion's obligations owed to you under it, were extinguished on January 6, 2022.
  Although we cannot meet your desired resolution, we will consider this matter closed based on the above.
  Regards,
  
  *** **********
  Senior Writer, Asurion
  Asurion ***********@asurion.com

• Initial Complaint

  Date:08/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim on my dishwasher on 7/20/22 for repair. I called and unable to speak with someone who could speak English that I could understand and was sent to 4 different people just to explain what I needed. When finally spoke to some one they kept repeating the same question, which was, " so you pulled rack out and broke the support holding the rack up". Over and over she kept trying to get me to say I broke it when it was hanging when I opened to door to empty. I even sent her virtual video on my phone pointing to the problem. Since then they keep asking me for more information and I have spent several hours trying to send same things which are what they are asking for over and over again. They really do hope this old lady just gives up but I paid for this extended 5 yr warranty and I really want them to fix it. i also told them my refrigerator is no longer keeping milk cold. they said " oh yes this will be covered".
  Please help me!!!! I really wish I could hire a lawyer but am on a fixed income. They know that people will just give up and they are making millions off people like me by putting them off. So very wrong!!!
  
  Thank you,
  
  *********
  

  Business Response

  Date: 09/15/2022

  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 case you filed with the BBB on August 5, 2022 states:
  
  "I filed a claim on my dishwasher on 7/20/22 for repair. I called and unable to speak with someone who could speak English that I could understand and was sent to 4 different people just to explain what I needed. When finally spoke to some one they kept repeating the same question, which was, " so you pulled rack out and broke the support holding the rack up". Over and over she kept trying to get me to say I broke it when it was hanging when I opened to door to empty. I even sent her virtual video on my phone pointing to the problem. Since then they keep asking me for more information and I have spent several hours trying to send same things which are what they are asking for over and over again. They really do hope this old lady just gives up but I paid for this extended 5 yr warranty and I really want them to fix it. i also told them my refrigerator is no longer keeping milk cold. they said " oh yes this will be covered". Please help me!!!! I really wish I could hire a lawyer but am on a fixed income. They know that people will just give up and they are making millions off people like me by putting them off. So very wrong!!! Thank you, **** ****."
  
  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.
  
  Following the receipt of your case, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter. Asurion found that on November 28, 2017, ****** **** purchased a 5-year Protection Plan (the "Plan") for your ********* dishwasher (the "Unit") from **************. On July 20, 2022, you initiated a claim because the Unit was not functioning properly. At this time, you were advised that a Proof of Purchase ("POP") was required in order to proceed with your claim. You were provided with instructions on how to submit the POP. On August 5, 2022, you uploaded the POP, and the claim was approved to move forward. However, the matter remained unresolved.
  
  Following receipt of the BBB matter, Asurion confirmed that the POP was received and scheduled service for your Unit. On September 1, 2022, the repair was completed, and the technician reported that the Unit was working as it should. Therefore, we believe the issues raised 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:08/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ******* S22 Ultra on February 10th, 2022 directly from ******* with Care+ at checkout. I have paid my care+ every month, and never needed it until now. On July 20th, I dropped and damaged my screen and tried to make a claim - then to find out Asurion manages Care+. When I tried to make a claim, their portal told me I could not do it online and needed to call; but it was after hours so I called the following morning. They offered me a walk in repair, at a partnered agency about an hour away. I declined, and their alternative was another facility about an hour away, which I also declined. I asked for advanced device replacement, and was made aware and agreed to the $99 deductible. This was on 7/21/2022. I was told the device was backordered and was scheduled to arrive within 5 business days, which would have been Thursday July 28. On Thursday July 28, I was never contacted, so I called and was told I should get an email by end of day July 29th. On Friday the 29th, I did not receive an email and called AGAIN, since the portal would STILL not let me view or manage my claim. The CSA promised the device would be in their hands Monday August 1st, and to expect it then. Lo and behold, on the first I did not receive an email so I called and was told to call back Thursday, today, 8/4/2022. When I did, the CSA did not have the facts straight, but still offered the "it will arrive within 3-5 business days" speech. EVERY CSA has told me "this is a new popular phone that is hard to get" which is a total fib as ******* has it available for next day delivery, and every carrier in a 30 mile radius has multiple in stock. Today 8/4 I asked to be escalated and was told to call back tomorrow 8/5 for a buy out option - where I would need to prove my device purchase price and send it in, to receive a check in a week or so. So far, I am nearly 3 weeks in and still no device. The whole point of ADR is that I WOULD NEVER BE WITHOUT a device. I am so disappointed.
  

  Business Response

  Date: 09/12/2022

  Business Response /* (1000, 5, 2022/09/01) */
  September 1, 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 4, 2022, states:
  
  "I purchased a ******* S22 Ultra on February 10th, 2022 directly from ******* with Care+ at checkout. I have paid my care+ every month, and never needed it until now. On July 20th, I dropped and damaged my screen and tried to make a claim - then to find out Asurion manages Care+. When I tried to make a claim, their portal told me I could not do it online and needed to call; but it was after hours so I called the following morning. They offered me a walk in repair, at a partnered agency about an hour away. I declined, and their alternative was another facility about an hour away, which I also declined. I asked for advanced device replacement, and was made aware and agreed to the $99 deductible. This was on 7/21/2022. I was told the device was backordered and was scheduled to arrive within 5 business days, which would have been Thursday July 28. On Thursday July 28, I was never contacted, so I called and was told I should get an email by end of day July 29th. On Friday the 29th, I did not receive an email and called AGAIN, since the portal would STILL not let me view or manage my claim. The CSA promised the device would be in their hands Monday August 1st, and to expect it then. Lo and behold, on the first I did not receive an email so I called and was told to call back Thursday, today, 8/4/2022. When I did, the CSA did not have the facts straight, but still offered the "it will arrive within 3-5 business days" speech. EVERY CSA has told me "this is a new popular phone that is hard to get" which is a total fib as ******* has it available for next day delivery, and every carrier in a 30 mile radius has multiple in stock. Today 8/4 I asked to be escalated and was told to call back tomorrow 8/5 for a buy out option - where I would need to prove my device purchase price and send it in, to receive a check in a week or so. So far, I am nearly 3 weeks in and still no device. The whole point of ADR is that I WOULD NEVER BE WITHOUT a device. I am so disappointed."
  
  The desired resolution listed in your case states the following:
  
  "Replacement"
  
  Response:
  
  The ******* Care Plus program is available as an optional service to ******* customers and covers mechanical and electrical breakdowns due to defects in materials or workmanship as a result of normal wear and tear and Accidental Damage from Handling ("ADH"), including screen repairs. The Service Contract Obligor and Administrator is Asurion Warranty Protection Services, LLC ("Asurion"). Customers can file a claim by calling Asurion's toll-free number at 1-866-371-9501.
  
  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. On July 21, 2022, you filed a claim for a ******* ****** S22 Ultra 5G 512GB ("Covered Product") because it was damaged. You selected a ******* ****** S22 Ultra 5G 512GB ("Replacement Product") as your replacement, but it was unfortunately on backorder. Asurion acknowledges the delay in processing your claim due to the Replacement Product's backorder and sincerely apologizes for the inconvenience you may have experienced because of this matter. To resolve your concerns, on August 5, 2022, an Asurion Client Relations Specialist contacted you to assist with your claim by offering a reimbursement check in the amount of $1,292.08 for the original purchase price you paid for the covered product, excluding sales tax, pending the return of your damaged Covered Product, which you accepted.
  
  Our records indicate the reimbursement check was delivered to you via ***** on August 17, 2022. On August 18, 2022, the Asurion Client Relations Specialist attempted to contact you to confirm your receipt of the reimbursement check. However, the Asurion Client Relations Specialist was unable to reach you. A voicemail was left with the Asurion Client Relations Specialist's direct contact number. If you have any further questions or concerns regarding the reimbursement, please contact the Asurion Client Relations specialist using the contact information provided to you.
  
  We again sincerely apologize for your frustration. We make a commitment to our customers to make the claims process easy and convenient, and we truly regret that this was not your experience.
  
  Regards,
  
  **************
  Junior Writer, Regulatory Complaints
  Email **************@asurion.com

• Initial Complaint

  Date:08/03/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a washer/dryer combo unit from ********** with and extended warranty through Asurion. In 2020, o had an issue with the dryer component of this unit. Asurion sent a repair man (from ***** **** Repair) out to fix the dryer. They successfully fixed the dryer. In September of 2021, the washer was having issues. I called Asurion, again and a repair man was sent out. Parts were ordered. Repair attempted November 18. Unsuccessful, more parts ordered... repairman contact went amiss. February, Asurion gave me ******** electronics info (claim #1654451623) to contact for further repair. A representative of Asurion also explained to me on April 6th the lemon law for PA. 3 unsuccessful repair attempts (with parts) with a tech and it should be replaced. And I should be reimbursed for some of my laundromat costs. '*****' with Asurion claim number 1658345507.. In March (3rd) they couldn't fix it but now the dryer smells like it is burning..March(15th)a new motor was put in, still Wouldn't run. Needs a transmission. April 1st, new transmission put in. STILL DOES NOT RUN. Tech says it need replaced. Asurion requires 'pictures from the tech' Four more dates, last minute cancel (on ********s part) to take photos. April 28, speaking to a Gentleman at ******** he wanted to know what all they had replaced and what else it needed.. ? I dont know! I am not a tech nor have I received any detailed work orders. May 4th ****** came to take pictures for Asurion. MAY 4! 8 months without a washer and continued attempts to repair. When I called back, ****** was I. Hospital and ******** said it was an Asurion issue. Asurion claims to have never gotten the "approved info or contact or pictures" ******** can see that they HAVE..nor e run around. Asurion tells me my warranty is expired. It isn't. It is good until January 29, 2023. They now want to dissolve my warranty and walk away
  

  Business Response

  Date: 09/08/2022

  Business Response /* (1000, 5, 2022/08/31) */
  August 31, 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 3, 2022, states:
  
  "I purchased a washer/dryer combo unit from ********** with and extended warranty through Asurion. In 2020, o had an issue with the dryer component of this unit. Asurion sent a repair man (from ***** **** Repair) out to fix the dryer. They successfully fixed the dryer. In September of 2021, the washer was having issues. I called Asurion, again and a repair man was sent out. Parts were ordered. Repair attempted November 18. Unsuccessful, more parts ordered... repairman contact went amiss. February, Asurion gave me ******** electronics info (claim #1654451623) to contact for further repair. A representative of Asurion also explained to me on April 6th the lemon law for PA. 3 unsuccessful repair attempts (with parts) with a tech and it should be replaced. And I should be reimbursed for some of my laundromat costs. '*****' with Asurion claim number 1658345507.. In March (3rd) they couldn't fix it but now the dryer smells like it is burning..March(15th)a new motor was put in, still Wouldn't run. Needs a transmission. April 1st, new transmission put in. STILL DOES NOT RUN. Tech says it need replaced. Asurion requires 'pictures from the tech' Four more dates, last minute cancel (on********** part) to take photos. April 28, speaking to a Gentleman at ******** he wanted to know what all they had replaced and what else it needed.. ? I dont know! I am not a tech nor have I received any detailed work orders. May 4th ****** came to take pictures for Asurion. MAY 4! 8 months without a washer and continued attempts to repair. When I called back, ****** was I. ******** and ******** said it was an Asurion issue. Asurion claims to have never gotten the "approved info or contact or pictures" ******** can see that they HAVE..nor e run around. Asurion tells me my warranty is expired. It isn't. It is good until January 29, 2023. They now want to dissolve my warranty and walk away."
  
  The desired resolution listed in your case states the following:
  
  "I want either, the unit to be replaced, we completed ALL of the lemon law requirements. Or a FULL refund of my warranty price, $271.77."
  
  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 30, 2015, you purchased a ********* Corporation Washer Dryer Combo ("Product") from The ********** along with an Asurion 3-Year Laundry Stack Renewal Plan ("Plan"). Asurion acknowledges there was a delay in providing a resolution for the claim due to multiple failed repair attempts and apologizes for your frustration. To resolve your concerns, on August 22, 2022, an Asurion Resolution Specialist contacted you to assist with your claim by offering a Product reimbursement check for $1250.94, which you accepted. On August 25, 2022, the reimbursement check was mailed to you. The Asurion Resolution Specialist has attempted to contact you to confirm the receipt of the reimbursement check. If you have not received the reimbursement check or have any further questions or concerns, please contact the Asurion Resolutions Specialist directly using the contact information provided to you.
  
  The receipt of reimbursement fulfills Asurion's obligation under the Plan, and we consider this matter closed.
  
  We again sincerely apologize for your frustration. We make a commitment to our customers to make the claims process easy and convenient, and we truly regret that this was not your experience.
  
  Regards,
  
  **************
  Junior Writer, Regulatory Complaints
  Email **************@asurion.com
  
  
  Consumer Response /* (2000, 7, 2022/09/01) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Finally, after months of fighting for what was promised by the warranty, the company (Asurion) has agreed to the terms of the warranty as written and as asked for by me. To replace the unit. I am satisfied with the outcome of this claim.

• Initial Complaint

  Date:08/03/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was sent an email from Asurion on April 7th, May 6th, June 2nd and June 23rd telling me my check was on the way and every time I called which was over 10 time's I would get different excuses regarding my check, so at this I thought the best thing to do is go through BBB so I can get this resolved. I have never had this type of problem before. They all so didn't care about the security of me and my family because that is what I turned into them a security system. I also let them know that my daughter is the primary on the***'s account, and I am the secondary and that I was the one that purchased the security system. In the time frame I have talked to four supervisor's and still have now got this issue resolved. They keep asking for my address and i have gave it to them multiple times all of my other mail I have received.
  

  Business Response

  Date: 09/12/2022

  Business Response /* (1000, 5, 2022/09/01) */
  September 1, 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 3, 2022, states:
  
  "I was sent an email from Asurion on April 7th, May 6th, June 2nd and June 23rd telling me my check was on the way and every time I called which was over 10 time's I would get different excuses regarding my check, so at this I thought the best thing to do is go through BBB so I can get this resolved. I have never had this type of problem before. They all so didn't care about the security of me and my family because that is what I turned into them a security system. I also let them know that my daughter is the primary on the ***s account, and I am the secondary and that I was the one that purchased the security system. In the time frame I have talked to four supervisor's and still have now got this issue resolved. They keep asking for my address and i have gave it to them multiple times all of my other mail I have received."
  
  The desired resolution listed in your case states the following:
  
  "I want my refund and something from Asurion because I had to wait almost six month's to get check.; 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 July 6, 2020, you purchased a ***** *** Security Camera ("Product") from ***s ********* **** along with an Asurion 3-Year Service Plan ("Plan"). On March 9, 2022, you filed a claim for the Product reporting that it was no longer recording, and the light would not turn on. On April 5, 2022, after determining the parts required to repair the Product were no longer available, Asurion offered you a Product reimbursement in the form of a check. On April 6, 2022, Asurion issued and mailed the Product reimbursement check to you, but the post office returned the reimbursement check to Asurion. Asurion reissued and resent the reimbursement check, but the post office again returned the reimbursement check to Asurion.
  
  Asurion acknowledges that there was a delay in the delivery of the reimbursement check for your claim and sincerely apologizes for the inconvenience you may have experienced because of this matter. To resolve your concerns, on August 23, 2022, an Asurion Resolution Specialist contacted you to assist with reissuing the Product reimbursement check in the amount of $349.99 to a new mailing address. We ask that you allow 7-10 business days to receive the reimbursement check. If you do not receive the reimbursement check in the allotted timeframe, please contact the Asurion Resolution Specialist directly using the contact information provided to you.
  
  The receipt of reimbursement fulfills Asurion's obligation under the Plan, and we consider this matter closed.
  
  Regards,
  
  **************
  Junior Writer, Regulatory Complaints
  Email **************@asurion.com

• Initial Complaint

  Date:08/02/2022

  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.

  Paid for a service plan with them my service plan was for repair and not a replacement. Sent product in June 1st time I was told 10 days later i would receive iteam back less then 8 days later iteam broke down again after getting written confirmation iteam was tested and HDMI port was fixed. I asked for a refund at that point I was told with the plan i have 4 attempts must be made in order to receive a refund. Had me fill out a claim form as if i was going to get a refund just to ask me to send it off for another repair business practices are underhanded. Mail product off second time filed a new report july 1st this was the time i was asked to fill out the claim. Was forced to send product off 7/20/22 made it to them 7/25/22 later on 7/26/22 I was told in a email in five days ill get my product back .after they received the product days later today after checking the claim 8/2/22 i received a phone call telling me it's physical damage which is not covered i believe this was a last ditch attempt to close my claim without payment. Since it was priced well over 600 dollars. Corporate called me today to tell me that its not covered and did i need the address to send any lawsuit information too.
  

  Business Response

  Date: 09/12/2022

  Business Response /* (1000, 5, 2022/09/01) */
  September 1, 2022
  
  *************************************************************************************************************
  
  In connection with the above-referenced complaint filed with the Better Business Bureau ("BBB"), we submit the below in response.
  
  The case you filed with the BBB on August 2, 2022 states:
  
  "Paid for a service plan with them my service plan was for repair and not a replacement. Sent product in June 1st time I was told 10 days later i would receive iteam back less then 8 days later iteam broke down again after getting written confirmation iteam was tested and HDMI port was fixed. I asked for a refund at that point I was told with the plan i have 4 attempts must be made in order to receive a refund. Had me fill out a claim form as if i was going to get a refund just to ask me to send it off for another repair business practices are underhanded. Mail product off second time filed a new report july 1st this was the time i was asked to fill out the claim. Was forced to send product off 7/20/22 made it to them 7/25/22 later on 7/26/22 I was told in a email in five days ill get my product back .after they received the product days later today after checking the claim 8/2/22 i received a phone call telling me it's physical damage which is not covered i believe this was a last ditch attempt to close my claim without payment. Since it was priced well over 600 dollars. Corporate called me today to tell me that its not covered and did i need the address to send any lawsuit information too."
  
  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 serve more top consumer electronics retailers than any other provider.
  
  Following the receipt of your case, 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 March 31, 2021, you purchased a 3-year Protection Plan (the "Plan") for your **** game console (the "Product") from *********. On June 7, 2022, you initiated a claim because the Product's HDMI port was not functioning properly and sent the Product to the assigned service depot for repair. The service depot subsequently repaired and returned the Product to you.
  
  On July 1, 2022, you contacted Asurion to report that, although the Product worked following the repair, the Product's HDMI port later again was not functioning properly. As instructed, you sent in the Product to the assigned service depot for repair. However, following receipt and diagnosis of the Product, it was revealed that the HDMI port sustained physical damage and was loose due to too many forced attempts to plug in the HDMI cord. As such, Asurion denied your claim for physical damage due to abuse/misuse.
  
  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) Breakdown from accident (except as otherwise stated herein), abuse, misuse, introduction of foreign objects into the product, tampering with prongs, bezels or other elements designed to secure diamonds or gemstones, unauthorized modifications or alterations, or failure to follow the manufacturer's instructions;
  
  Your Plan - contract number **********, purchased on March 31, 2021 - provided 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, Products that are damaged due to abuse or misuse (i.e., loose charging port due to forced attempts to plug in the HDMI cord) are not covered under your Plan. As such, the claim denial for your Product is upheld. Nevertheless, to provide an amicable resolution, ********* has issued a full credit to you as a one-time exception.
  
  At this time, we consider this matter closed. If you have any further questions or concerns, please feel free to contact me by email. I am available Monday through Friday between the hours of 9:00am to 4:00pm CST.
  
  Regards,
  *** **********
  Senior Writer, Asurion
  Email: ***********@asurion.com

• Initial Complaint

  Date:08/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a blue ****** XR on ****** on May 18, 2021. When I added the ****** XR to my cart, I was given the option to add an Asurion Protection Plan at an additional cost. I clicked the button to buy the Asurion protection plan and it was added to my cart. The protection plan covered a mobile device soaring between $300 and $350 before tax. I then added a cell phone case costing less than $20 to my cart before checking out.
  Today I called Asurion to file a claim on the phone and the Asurion representative told me that the plan I paid for covered the PHONE CASE and not the actual phone. This makes absolutely no sense. The Asurion protection plan costs more than the phone case AND the plan specifically states it covers a device costing between $300 and $350. Asurion has clearly overlooked the facts in this case and needs to make good on honoring the protection plan I bought for the phone!
  

  Business Response

  Date: 09/12/2022

  Business Response /* (1000, 5, 2022/08/31) */
  August 31, 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, you state:
  
  "I bought a blue ****** XR on ****** on May 18, 2021. When I added the ****** XR to my cart, I was given the option to add an Asurion Protection Plan at an additional cost. I clicked the button to buy the Asurion protection plan and it was added to my cart. The protection plan covered a mobile device soaring between $300 and $350 before tax. I then added a cell phone case costing less than $20 to my cart before checking out. Today I called Asurion to file a claim on the phone and the Asurion representative told me that the plan I paid for covered the PHONE CASE and not the actual phone. This makes absolutely no sense. The Asurion protection plan costs more than the phone case AND the plan specifically states it covers a device costing between $300 and $350. Asurion has clearly overlooked the facts in this case and needs to make good on honoring the protection plan I bought for the phone!"
  
  The desired resolution listed in your complaint filed with the BBB is:
  
  "Replacement"
  
  Response:
  
  Since receiving the case you filed with the BBB, we are in receipt of the correspondence dated August 25, 2022, enclosing the matter that you filed with the Tennessee Office of the Attorney General (the "Office"). Asurion will fully address your concerns in our response to the matter filed with the Office by September 15, 2022.
  
  Regards,
  
  ****** ****
  Staff Counsel
  ***********@asurion.com

• Initial Complaint

  Date:08/01/2022

  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.

  My new dryer needed a warranty repair. ** sent out Asurion to repair it. Asurion never did repair it, but they strung me along for two months, from May to July, with three house calls and four cancellations. The first guy said it needed a new motor. The second guy said no, actually it needed a new timer. The second guy came out again and said, oops, they gave him the wrong part. Each time they completely disassembled the dryer before giving their diagnosis. Then when I tried to arrange a fourth house call, they said they were closing down their San Diego operation and I would have to ask ** to send someone else. But when I called Asurion's phone number just now, they were still taking calls, so they were lying about that too. I then looked at their **** reviews and found five reviews, all "1", the most negative. All reviews described exactly the same scenario as mine: the technician always claimed it needed a new motor or other very expensive repair, and insisted that the customer sign an expensive contract. See https://*****************asurion-appliance-repair-san-diego. I don't know if the address I have listed is the correct office, because there are many websites for Asurion with many different locations. I think all of them are a scam. I am not asking for you to do anything, just to list them with an "F" rating.

  Business Response

  Date: 08/15/2022

  Business Response /* (1000, 5, 2022/08/09) */
  August 9, 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 states:
  
  "My new dryer needed a warranty repair.*** sent out Asurion to repair it. Asurion never did repair it, but they strung me along for two months, from May to July, with three house calls and four cancellations. The first guy said it needed a new motor. The second guy said no, actually it needed a new timer. The second guy came out again and said, oops, they gave him the wrong part. Each time they completely disassembled the dryer before giving their diagnosis. Then when I tried to arrange a fourth house call, they said they were closing down their San Diego operation and I would have to ask*** to send someone else. But when I called Asurion's phone number just now, they were still taking calls, so they were lying about that too. I then looked at their Yelp reviews and found five reviews, all "1", the most negative. All reviews described exactly the same scenario as mine: the technician always claimed it needed a new motor or other very expensive repair, and insisted that the customer sign an expensive contract.
  See https://*****************asurion-appliance-repair-san-diego. I don't know if the address I have listed is the correct office, because there are many websites for Asurion with many different locations. I think all of them are a scam. I am not asking for you to do anything, just to list them with an "F" rating."
  
  The following is the desired resolution listed in your complaint:
  
  "No settlement requested - for BBB information only; List them with an "F" rating
  
  Response:
  
  We sincerely regret any inconvenience or frustration this may have caused. Upon receiving your case, we attempted to research your concerns with the information you provided. We do apologize for the customer experience you encountered with Asurion. Unfortunately, we were unable to locate any claims or account history related to the issue you discussed. In order to assist you further, we will need to obtain additional information from you. If further assistance is required, kindly respond with the following information:
  
  The retailer through which you purchased your protection plan, if any;
  Account number, if any; and
  Claim or service request number associated with your matter.
  
  Please feel free to contact me if there are any additional questions or concerns. I am available by email Monday through Friday between the hours of 9:00 am and 4:00 pm CST.
  
  Regards,
  
  ***************
  Research/Writer Coordinator
  ***************@asurion.com

• Initial Complaint

  Date:08/01/2022

  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 paid a $100 service fee and sent my printer in for repair. I was then sent an email saying that I would get market value back for my printer as well as the service fee that was paid. I had never recieved the refund and it has been about 2 months. I've been left on hold with this company for almost an hour and then was hung up on. They are trying to refund only my printer value not the $100 repair fee.
  

  Business Response

  Date: 09/12/2022

  Business Response /* (1000, 5, 2022/08/29) */
  August 29, 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 1, 2022, states:
  
  "I paid a $100 service fee and sent my printer in for repair. I was then sent an email saying that I would get market value back for my printer as well as the service fee that was paid. I had never recieved the refund and it has been about 2 months. I've been left on hold with this company for almost an hour and then was hung up on. They are trying to refund only my printer value not the $100 repair fee."
  
  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 the Asurion Home Plus ("Plan") that you enrolled in on February 25, 2022.
  Following your enrollment in the Plan, Asurion found that on April 10, 2022, you initiated a claim for your ******* ******* Printer (the "Product"). After completing the required Claim Facilitation Form and providing the required photos to ascertain the Product's make, model, and serial number, your claim was approved. After paying the required service fee on June 4, 2022, a shipping label was provided to you so you could send the Product in for repair. Upon receipt of the Product, it was determined that reimbursement would be provided since the part to repair the Product had been discontinued. Pursuant to the Plan Terms and Conditions, you were offered a Product reimbursement in the amount of $59.69.
  All claim determinations are grounded in the Plan Terms and Conditions. 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:
  V. WHAT IS COVERED: This Plan covers replacement costs or parts and labor costs to repair your covered product in the event it experiences a breakdown that is not covered under any insurance policy, warranty or other service contract, up to the Plan Limits of Liability in X. If your covered product experiences a breakdown, we will, at our discretion: (1) repair the covered product, (2) replace the covered product with a replacement product, (3) reimburse you for authorized repairs to the covered product or (4) reimburse you in the form of a gift card or check for the replacement cost of the covered product, as determined by us, based on its replacement value, age and condition of the covered product, as determined by us, immediately prior to the breakdown. (emphasis added)
  
  Between June 20, 2022, and June 30, 2022, an Asurion Resolution Specialist ("RS") attempted to contact you three times to provide claim resolution options to you. Unfortunately, they were unsuccessful, and the claim remained unresolved pending customer follow-up. On August 1, 2022, the reimbursement was processed via Hyperwallet in the amount of $59.96. On August 3, 2022, an Asurion RS contacted you and explained the reimbursement offer amount and how the reimbursement offer amount is determined. During this conversation, you were advised that you would be reimbursed via Hyperwallet for the Product ($59.96), and as a customer courtesy, you were also refunded the service fee paid ($100.00, plus tax).
  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. Because you accepted the reimbursement for the Product, we will consider this matter resolved.
  Sincerely,
  *************
  Senior Compliance Analyst, Regulatory Complaints
  Email: *************@asurion.com

• Initial Complaint

  Date:08/01/2022

  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 June 19th 2021 I purchased a ******k at the****** exchange store in camp Casey Korea as I was deployed with the US Army at the time. I also purchased the Asurion protection plan. As advised I took a picture of the receipt and uploaded to asurions website to save it. Three weeks ago I discovered my screen was broken on the same ******k and began the nightmare of the Asurion Claims process. After filing the claim Asurion requested the receipt I sent in the picture and the claims department denied it because a small portion of the barcode on the receipt was not in the picture. When I contacted the claims review personnel a women told me it wasn't a problem she would reach out to ***** and get a replacement. A few days went by and I heard nothing. I called back and was told that I needed to call *****. I did so and was told they can't get receipts for items purchased in store. I called Asurion again and was hung up on multiple times by their customer service. I finally was able to speak with a claims review escalation servicer after over an hour of being hung up on and explaining my issue. This person told me I had to call ***** I told her I had and she said no I needed to call this new number. I said I would but requested a call back number so It didn't take an hour to get helped again. she sent me a number which turned out to by the Asurion front desk and routed me back to the customer service so just another loop in their customer service system designed to infuriate the customer into just cancelling their claim. The person who gave me the fake call back number also promised to email me and never did. I called ***** and they of course said they couldn't get the receipt. Today I attempted to call Asurion again and when asking to be transferred to claims review I was promptly hung up on. This happened 4 times in a row before I decided to give up and write this complaint. Its been 3 weeks and I need my computer fixed so I request only the 395 dollars I'm owed.
  

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 5, 2022/09/01) */
  September 1, 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 1, 2022, states:
  
  "on June 19th 2021 I purchased a ******* at the ***** exchange store in ********** Korea as I was deployed with the US Army at the time. I also purchased the Asurion protection plan. As advised I took a picture of the receipt and uploaded to asurions website to save it. Three weeks ago I discovered my screen was broken on the same ******* and began the nightmare of the Asurion Claims process. After filing the claim Asurion requested the receipt I sent in the picture and the claims department denied it because a small portion of the barcode on the receipt was not in the picture. When I contacted the claims review personnel a women told me it wasn't a problem she would reach out to ***** and get a replacement. A few days went by and I heard nothing. I called back and was told that I needed to call *****. I did so and was told they can't get receipts for items purchased in store. I called Asurion again and was hung up on multiple times by their customer service. I finally was able to speak with a claims review escalation servicer after over an hour of being hung up on and explaining my issue. This person told me I had to call ***** I told her I had and she said no I needed to call this new number. I said I would but requested a call back number so It didn't take an hour to get helped again. she sent me a number which turned out to by the Asurion front desk and routed me back to the customer service so just another loop in their customer service system designed to infuriate the customer into just cancelling their claim. The person who gave me the fake call back number also promised to email me and never did. I called ***** and they of course said they couldn't get the receipt. Today I attempted to call Asurion again and when asking to be transferred to claims review I was promptly hung up on. This happened 4 times in a row before I decided to give up and write this complaint. Its been 3 weeks and I need my computer fixed so I request only the 395 dollars I'm owed."
  
  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 June 19, 2021, you purchased an ***** Laptop ("Product") along with an Asurion 2-year Service Plan ("Plan") from the Army and Air Force Exchange Service. Asurion investigated your concerns and determined that on July 19, 2022, you filed a claim for the Product, reporting a broken screen. The pertinent portion of the Terms and Conditions governing your Plan, a full and complete copy of which was available to you prior to your enrollment, provides the following:
  
  Instructions: You must keep this Plan and the sales receipt or order confirmation email for the product; they are integral parts of this Plan and you may be required to produce them to obtain service. This Plan, including the terms, conditions, limitations, exceptions and exclusions, and the sales receipt or order confirmation email containing the term of this Plan, commencement date and product identification, constitute the entire agreement.
  ...
  To Obtain Service: If your product experiences a breakdown, call the administrator twenty-four (24) hours a day, seven (7) days a week, at X-XXX-XXX-XXXX or go online to www.asurion.com/military to process your claim. Please have your sales receipt or order confirmation email available and be prepared to tell us which product needs service and the nature of the problem. Lifetime Jewelry Plan holders will be responsible for the delivery or cost of the delivery of the product to the service center for repair or replacement, per our instructions. You must call the administrator prior to having service; all repairs must be authorized in advance. We will not reimburse you for work done by unauthorized service centers or others...
  ...
  WHAT IS NOT COVERED:
  (4) UNAUTHORIZED REPAIRS, ANY DAMAGE CAUSED BY UNAUTHORIZED REPAIRS, OR UNAUTHORIZED PRODUCT MODIFICATIONS OR ALTERATIONS;
  
  Asurion acknowledges there was a claim delay due to the documentation process because, pursuant to the Plan Terms and Conditions, a full copy of the receipt showing the Product, Plan, and barcode number was required. To resolve the matter, on August 30, 2022, an Asurion Resolution Specialist contacted you to assist with uploading the required receipt. In addition, the Asurion Resolution Specialist advised you that a return label would be provided so that you could send the Product in for product repair.
  
  On September 1, 2022, the Asurion Resolution Specialist received a voicemail from you advising you had the Product repaired at a local service center as you needed the Product for classes. As stated above, unauthorized repairs are not covered by the Plan. As result, the unauthorized repair voids the Plan.
  
  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
  
  
  Consumer Response /* (3000, 7, 2022/09/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept this response because on 31 July you informed my my claim would not be accepted due to inability to contact me. This is erroneous on multiple levels. I called your customer service line multiple times and was hung up on multiple times or given false information. I was told 1. that your claims reps would reach out to AAFES to help me, they did not 2. I was told a claims review supervisor would call me back, they did not. 3. I emailed the my claims status email provided to me by the claims department on 26 JUL and the message was blocked. When I tried to reach out to your customer service again I was hung up on 3 times in what can only be conceived as a deliberate attempt to get me to give up on the claims process.
  
  Due to the fact that you told me my claim would not be accepted because of your inability to conduct anything close to what can be considered customer service I had to have my computer fixed to continue my work because it had been over a month and a half since the claim was initially filed.
  
  I may have violated the "terms of the agreement" but I am not requesting the money to have my ******* fixed I am requesting a refund of the $169.99 I spent for your insurance plan because your company intentionally avoided my attempts to submit a claim by blocking my emails, hanging up on my calls, providing me false information and finally telling me my claim was denied due inability to contact me. I do not believe this is unreasonable because I am providing documentation that I paid for your insurance plan (see attached receipt) and while a few digits of the bar code may be cut out it can be seen plain as day that I purchased the plan.
  
  I truly hope you treat your other customers better than you treat the service members of this country.
  
  
  Business Response /* (4000, 9, 2022/09/08) */
  September 8, 2022
  
  *************************************************
  
  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 1, 2022, states:
  
  "on June 19th 2021 I purchased a ******* at the ************** store in camp Casey Korea as I was deployed with the US Army at the time. I also purchased the Asurion protection plan. As advised I took a picture of the receipt and uploaded to asurions website to save it. Three weeks ago I discovered my screen was broken on the same ******* and began the nightmare of the Asurion Claims process. After filing the claim Asurion requested the receipt I sent in the picture and the claims department denied it because a small portion of the barcode on the receipt was not in the picture. When I contacted the claims review personnel a women told me it wasn't a problem she would reach out to ***** and get a replacement. A few days went by and I heard nothing. I called back and was told that I needed to call *****. I did so and was told they can't get receipts for items purchased in store. I called Asurion again and was hung up on multiple times by their customer service. I finally was able to speak with a claims review escalation servicer after over an hour of being hung up on and explaining my issue. This person told me I had to call ***** I told her I had and she said no I needed to call this new number. I said I would but requested a call back number so It didn't take an hour to get helped again. she sent me a number which turned out to by the Asurion front desk and routed me back to the customer service so just another loop in their customer service system designed to infuriate the customer into just cancelling their claim. The person who gave me the fake call back number also promised to email me and never did. I called ***** and they of course said they couldn't get the receipt. Today I attempted to call Asurion again and when asking to be transferred to claims review I was promptly hung up on. This happened 4 times in a row before I decided to give up and write this complaint. Its been 3 weeks and I need my computer fixed so I request only the 395 dollars I'm owed."
  
  The desired resolution listed in your case states the following:
  
  "Refund"
  
  Your rebuttal filed with the BBB on September 1, 2022, states:
  
  "I do not accept this response because on 31 July you informed my my claim would not be accepted due to inability to contact me. This is erroneous on multiple levels. I called your customer service line multiple times and was hung up on multiple times or given false information. I was told 1. that your claims reps would reach out to AAFES to help me, they did not 2. I was told a claims review supervisor would call me back, they did not. 3. I emailed the my claims status email provided to me by the claims department on 26 JUL and the message was blocked. When I tried to reach out to your customer service again I was hung up on 3 times in what can only be conceived as a deliberate attempt to get me to give up on the claims process.
  
  Due to the fact that you told me my claim would not be accepted because of your inability to conduct anything close to what can be considered customer service I had to have my computer fixed to continue my work because it had been over a month and a half since the claim was initially filed.
  
  I may have violated the "terms of the agreement" but I am not requesting the money to have my ******* fixed I am requesting a refund of the $169.99 I spent for your insurance plan because your company intentionally avoided my attempts to submit a claim by blocking my emails, hanging up on my calls, providing me false information and finally telling me my claim was denied due inability to contact me. I do not believe this is unreasonable because I am providing documentation that I paid for your insurance plan (see attached receipt) and while a few digits of the bar code may be cut out it can be seen plain as day that I purchased the plan.
  
  I truly hope you treat your other customers better than you treat the service members of this country."
  
  Conclusion:
  
  We sincerely apologize for the frustration and inconvenience caused by the service delay. Nevertheless, as stated on September 1, 2022, unauthorized repairs are not covered by the Plan. As result, the unauthorized repair voids the Plan.
  
  The policy guidelines Asurion followed have been explained in this letter, and therefore we consider this matter addressed.
  
  Regards,
  
  **************
  Junior Writer, Regulatory Complaints
  Email **************@asurion.com