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

  22894 Pacific Blvd Ste 122 Dulles, VA 20166

• 

  N.E.W. Customer Service Companies, LLC

  82 Totowa Road Wayne, NJ 07470

• 

  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:07/31/2022

  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.

  This is the 4th time I have been scheduled for a service appointment and it had been delayed or no one showed up. They just can't get it right I have paid for my extended warranty 2 years ago and it will expire 2025 for my washer and dryer not satisfied at all
  

  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 July 31, 2022, states:
  
  "This is the 4th time I have been scheduled for a service appointment and it had been delayed or no one showed up. They just can't get it right I have paid for my extended warranty 2 years ago and it will expire 2025 for my washer and dryer not satisfied at all"
  
  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 March 20, 2020, you purchased a ********* Corporation Washer ("Product") from The*********** along with an Asurion 5-Year Major Appliance Bundle Plan ("Plan"). On October 20, 2021, you filed a claim for the Product reporting issues with the Product making noises during the wash and rinse cycles and unbalancing. Asurion acknowledges there was a delay in providing a resolution for the claim due to multiple failed repair attempts. To resolve the matter, on August 26, 2022, an Asurion Resolution Specialist contacted you and advised that your claim was currently not eligible for reimbursement as another service appointment was required. The Asurion Resolution Specialist assisted you in scheduling a service appointment for August 29, 2022.
  
  On August 29, 2022, upon inspection of the Product, the servicer ordered two additional parts required to repair the Product. As the Product was not deemed unrepairable and required another repair attempt, an Asurion Resolution Specialist will be in contact with you shortly to facilitate the claim process.
  
  
  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.)
  They issued me a refund

• Initial Complaint

  Date:07/28/2022

  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 name is ************. I have a ******* *** that was purchased in 2014. I had an internal screen issue. I paid for Asurion so I submitted a claim. This was back in May. When I received my computer back from Asurion, not only was the original screen repair not complete, but the laptop came back to me with the screen completely disconnected from the keyboard with wires and screws hanging out. There was absolutely no damage to the box, so I know it wasn't damaged in transit. I submitted a second claim - this one a rework claim and was told that this wasn't the Asurion standard and that my computer would be fixed. This was in June. My computer came back to me a second time still damaged with an "as is" paper and I received an email on July 6th saying it was beyond repair. My ******* no longer turns on and after taking it to *****, was told it was irreparably damaged and that this damage has caused me to lose all of my data and files on the computer. After all of this I told Asurion and said I would like to be financially compensated for the total loss of my *******. Asurion is only offering me fair market price $330. I believe I am owed more than that. They are also offering a replacement in which I don't want it because I already replaced my *******. Asurion dragged this issue out for MONTHS, I had no choice but to replace my computer on my own for work and school purposes. Because my ******* was functional when I gave it to Asurion and completely and irreparably damaged when I received it back, I think I deserve more than "fair market value" for the damage they caused. They also have the computer right now as I was told I couldn't move forward with anything until submitting my ******* again. I would like to be financially compensated beyond the $330.
  

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/08/25) */
  August 25, 2022
  
  *********************************************************************************************
  
  In connection with the above-referenced case filed with the Better Business Bureau ("BBB"), we submit the below in response.
  
  Your matter filed with the BBB states:
  
  "My name is*************. I have a ******* *** that was purchased in 2014. I had an internal screen issue. I paid for Asurion so I submitted a claim. This was back in May. When I received my computer back from Asurion, not only was the original screen repair not complete, but the laptop came back to me with the screen completely disconnected from the keyboard with wires and screws hanging out. There was absolutely no damage to the box, so I know it wasn't damaged in transit. I submitted a second claim - this one a rework claim and was told that this wasn't the Asurion standard and that my computer would be fixed. This was in June. My computer came back to me a second time still damaged with an "as is" paper and I received an email on July 6th saying it was beyond repair. My ******* no longer turns on and after taking it to *****, was told it was irreparably damaged and that this damage has caused me to lose all of my data and files on the computer. After all of this I told Asurion and said I would like to be financially compensated for the total loss of my *******. Asurion is only offering me fair market price $330. I believe I am owed more than that. They are also offering a replacement in which I don't want it because I already replaced my *******. Asurion dragged this issue out for MONTHS, I had no choice but to replace my computer on my own for work and school purposes. Because my ******* was functional when I gave it to Asurion and completely and irreparably damaged when I received it back, I think I deserve more than "fair market value" for the damage they caused. They also have the computer right now as I was told I couldn't move forward with anything until submitting my ******* again. I would like to be financially compensated beyond the $330."
  
  The following is the desired resolution listed in your complaint:
  
  "Refund; I want more than the $330 I'm currently being offered."
  
  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 our services. Based on that review, we determined the following:
  
  On May 3, 2022, you enrolled in an Asurion Home+ Service Contract ("Plan"). On July 18, 2022, you filed a rework claim for an ***** ******* ("***duct"). Asurion determined the ***duct was unrepairable and offered you a $300 reimbursement for the replacement cost of the ***duct based on its replacement value, age, and condition immediately prior to the breakdown. However, you declined this offer.
  
  Following receipt of this matter, an Asurion Resolution Specialist contacted you to resolve the matter. As a customer courtesy and to bring the matter to a satisfactory resolution, Asurion offered you reimbursement in the amount of $531.03, which you accepted. If you have not received the reimbursement, please contact the Asurion Resolution Specialist using the contact information provided to you.
  
  Receipt of the reimbursement will fulfill Asurion's obligation with respect to the ***duct under the Plan. Therefore, we will consider this matter closed. We sincerely apologize for the inconvenience or frustration caused.
  
  Sincerely,
  
  ***********
  Staff Counsel
  ***********@asurion.com

• Initial Complaint

  Date:07/27/2022

  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.

  purchased a refrigerator in 2020 and used ********** protection plan. Fridge broke spring of 2022. Called to report May 19 of 2022. First technician ordered a part, installed it and fridge overheated and he deemed he could not fix. He closed the ticket. We had to spend 2 weeks dealing with Asurion to get a new technician. They made an appointment without consulting us. ** technician came out on July 22, 2022 stated first technician botched the job up and the fridge is inoperable. Said he would file a claim to that effect and complain about the first technician. On July 27 we were informed the case is closed but no resolution and no report stating appliance is inoperable. We are told to wait 48 business hours for a call back. We have been told that before and never hear back from warranty company. We are left with a big appliance that doesn't work and no resolution from asurion. We also paid money for this plan and are given the runaround. thank you
  

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/08/26) */
  August 26, 2022
  
  ******************************************************************************************,
  
  In connection with the above-referenced complaint filed with the Better Business Bureau ("BBB"), we submit the below in response.
  
  *** complaint you filed with the BBB on July 27, 2022, states:
  
  "purchased a refrigerator in 2020 and used ********** protection plan. Fridge broke spring of 2022. Called to report May 19 of 2022. First technician ordered a part, installed it and fridge overheated and he deemed he could not fix. He closed the ticket. We had to spend 2 weeks dealing with Asurion to get a new technician. ***y made an appointment without consulting us. ** technician came out on July 22, 2022 stated first technician botched the job up and the fridge is inoperable. Said he would file a claim to that effect and complain about the first technician. On July 27 we were informed the case is closed but no resolution and no report stating appliance is inoperable. We are told to wait 48 business hours for a call back. We have been told that before and never hear back from warranty company. We are left with a big appliance that doesn't work and no resolution from asurion. We also paid money for this plan and are given the runaround. thank you"
  
  *** following is the desired resolution listed in your complaint:
  
  "Refund; Finish the job; haul away non operable applicance and give us our money back plus full refund for the warranty as damages."
  
  Response:
  
  Asurion Services, LLC ("Asurion") is an administrator of extended service plans, buyer protection services, and product support programs that serve more top consumer electronics retailers than any other provider.
  
  Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter. Asurion found that on May 17, 2020, you purchased a 5-year Protection Plan ("Plan") for your ** refrigerator (the "Unit") from *** **********. On May 19, 2022, you initiated a claim because the Unit was not functioning properly. *** Unit was subsequently repaired, but the repair did not resolve the Unit's issue. Unfortunately, you reported that the issue remains unresolved.
  
  Following receipt of the BBB matter, Asurion confirmed that on August 24, 2022, reimbursement of your Unit was authorized, processed via a $578.70 electronic gift card ("EGC"), and forwarded to your email address on file.
  
  Receipt of the above-referenced EGC reimbursement, representing the purchase price of the Unit, including tax, fulfills all obligations owed to you by Asurion under this Plan. ***refore, we believe the issues raised in the matter have been resolved.
  
  We sincerely apologize for any inconvenience this may have caused. We make a commitment to our customers to make the claim process easy and convenient, and we truly regret that this was not so when you contacted us.
  
  Should you have any additional 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:07/26/2022

  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 insurance from ******* for a desk chair for $260. This insurance provides a warranty through Asurion in case the chair breaks.
  
  I filed a claim on July 9, 2023, and I have had to contact Asurion many times to file the claim as they constantly obfuscate and delay processing and payment through many fraudulent means.
  
  This business's tactics are to tire and exhaust the customer so much that the customer gives up their claim and Asurion never pays.
  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/25) */
  August 25, 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 July 26, 2022, states:
  
  "I purchased insurance from ******* for a desk chair for $260. This insurance provides a warranty through Asurion in case the chair breaks. I filed a claim on July 9, 2023, and I have had to contact Asurion many times to file the claim as they constantly obfuscate and delay processing and payment through many fraudulent means. This business's tactics are to tire and exhaust the customer so much that the customer gives up their claim and Asurion never pays."
  
  Response:
  
  Asurion Services, LLC ("Asurion") is an administrator of extended service plans, buyer protection services, and product support programs that serve more top consumer electronics retailers than any other provider. After receiving your complaint, we initiated a full review of your interaction history with the aim to, where possible, remediate the matter and, when necessary, make changes to improve the delivery of our services.
  
  Based on that review, we determined that on August 23, 2019, you purchased a ******* Computer Chair ("Product") from ******* along with an Asurion 3-Year Service Plan ("Plan"). Our records indicate that on July 9, 2022, you filed a claim for the Product stating the seat broke in half. During the claim process, you were advised that pictures of the Product and of the Plan receipt were needed to proceed with the claim process. Upon receipt of the required documentation, on July 15, 2022, your claim request was approved and an electronic gift card in the amount of $260 was processed.
  
  On July 20, 2022, you contacted Asurion to advise you had not received the electronic gift card. Asurion acknowledges there was a delay in providing the reimbursement due to multiple attempts to access the electronic gift card. To resolve the matter, the reimbursement was reissued in the form of a check for $260. Our records indicate that the $260 reimbursement check was mailed on July 22, 2022.
  
  The receipt of reimbursement fulfills Asurion's obligation under the Plan. Therefore, we consider this matter resolved.
  
  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

• Initial Complaint

  Date:07/26/2022

  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 called Asurion on 7/5/2022 to report an issue with our fridge not cooling since they are the warranty providers for the ********** Protection Plan. They opened a work ticket and said a company would reach out to me. Three days later I received a message that a company had been assigned. I called the company and they said they declined the ticket because they were swamped with work. I called Asurion again and they reopened another ticket. No company took the work. On 7/15 they sent me an email saying that I needed to find my own repair person and submit the repair costs. I called the 2 local persons and was unable to secure a repair person. On 7/19 I called Asurion back and was told they would begin the process of a buyout. On 7/22 at 11am I missed a call from Asurion but they left a message saying that they found someone to repair the fridge. I called the local company assigned and they said they only did comercial. I called Asurion back and spoke to a representative who tried calling the repair company back but could not contact them. They stated they were recommending the buyout again of the fridge and would have someone call me back asap. Today is 7/26 and I called Asurion back for a follow up. I spoke to ****** in De-escalation who claims that they had set up a service appointment on 7/21 that I missed and was not notified of, so the ticket was cancelled. She would not provide me the contact info for the repair company and now it's been 3 weeks and we still have a fridge that is not maintaining a proper temperature to keep foods safe. ****** assured me someone would call me back, just like last Friday. It seems like we're getting the runaround and different information every time we call so that they don't have to replace this fridge and I was not allowed to speak to a supervisor to try and resolve this. This is the fourth service call for the same issue on this fridge.
  

  Business Response

  Date: 08/11/2022

  Business Response /* (1000, 5, 2022/08/03) */
  August 3, 2022
  
  
  ****************************************************************************
  
  Dear ***************,
  
  In connection with *** above-referenced case filed with *** Better Business Bureau ("BBB"), we submit *** below in response.
  
  The case you filed with *** BBB states:
  
  "I called Asurion on 7/5/2022 to report an issue with our fridge not cooling since ***y are *** warranty providers for *** **** ***** Protection Plan. They opened a work ticket and said a company would reach out to me. Three days later I received a message that a company had been assigned. I called *** company and ***y said ***y declined *** ticket because ***y were swamped with work. I called Asurion again and ***y reopened ano***r ticket. No company took *** work. On 7/15 ***y sent me an email saying that I needed to find my own repair person and submit *** repair costs. I called *** 2 local persons and was unable to secure a repair person. On 7/19 I called Asurion back and was told ***y would begin *** process of a buyout. On 7/22 at 11am I missed a call from Asurion but ***y left a message saying that ***y found someone to repair *** fridge. I called *** local company assigned and ***y said ***y only did comercial. I called Asurion back and spoke to a representative who tried calling *** repair company back but could not contact ***m. They stated ***y were recommending *** buyout again of *** fridge and would have someone call me back asap. Today is 7/26 and I called Asurion back for a follow up. I spoke to ****** in De-escalation who claims that ***y had set up a service appointment on 7/21 that I missed and was not notified of, so *** ticket was cancelled. She would not provide me *** contact info for *** repair company and now it's been 3 weeks and we still have a fridge that is not maintaining a proper temperature to keep foods safe. ****** assured me someone would call me back, just like last Friday. It seems like we're getting *** runaround and different information every time we call so that ***y don't have to replace this fridge and I was not allowed to speak to a supervisor to try and resolve this. This is *** fourth service call for *** same issue on this fridge."
  
  The following is *** desired resolution listed in your complaint:
  
  "Replacement: Replacement... "
  
  Response:
  
  We sincerely regret any inconvenience or frustration this may have caused. Upon receiving your case, we attempted to research your concerns with *** information you provided. Unfortunately, we were unable to locate any claims or account history related to *** issue you discussed. In order to assist you fur***r, we will need to obtain additional information from you. If fur***r assistance is required, kindly respond with *** following information:
  
  The retailer through which you purchased your protection plan, if o***r than The **** *****.
  
  In addition, please also provide *** following information related to your claim:
  
  Contract number, if known.
  Account number, if any.
  Service request number(s), if any.
  
  Please feel free to contact me if ***re are any additional questions or concerns. I am available by email Monday through Friday between *** hours of 9:00 am and 4:00 pm CST.
  
  Regards,
  
  ***************
  Research/Writer Coordinator
  ***************@asurion.com

• Initial Complaint

  Date:07/26/2022

  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.

  Refuse to honor policy for laundromat services, after taking a month to repair washing machine, cancelling appointments 3 times. Have missed 3 days of work, gas back and forth to laundromat and cost of laundromat. Have been waiting for a month now for a call back from a manager.
  
  ADDITIONALLY, sent certified letter to address in policy. HOWEVER, the mailing address is WRONG. Wrote letter demanding $143.83, which does not include the cost of missed days of work.
  

  Business Response

  Date: 09/08/2022

  Business Response /* (1000, 6, 2022/08/24) */
  August 24, 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 July 26, 2022 states:
  
  "Refuse to honor policy for laundromat services, after taking a month to repair washing machine, cancelling appointments 3 times. Have missed 3 days of work, gas back and forth to laundromat and cost of laundromat. Have been waiting for a month now for a call back from a manager. ADDITIONALLY, sent certified letter to address in policy. HOWEVER, the mailing address is WRONG. Wrote letter demanding $143.83, which does not include the cost of missed days of work."
  
  The following is the desired resolution listed in your complaint:
  
  "Refund."
  
  On August 8, 2022, you provided the following additional information:
  
  "Additionally filed a claim for not using service plan. Representative advised that I would have to wait until July 20, 2022 since that is when the items were all delivered and NOT when we bought the items in April of 2019. They processed the claim for the fridge and stove BUT NOT the dishwasher for the $34.34 refund, because NOW they say we waited too long. Even though I initially tried to file the claim when I made the claim for the washing machine. Now refusing the approve the no claim refund on claim no: 1668322278. Every single representative gives you a DIFFERENT ANSWER and not a single person actually cares to assist the customer. In addition to the claim for the washing machine issues. I also want the $34.34 no claim refund processed immediately."
  
  Response:
  
  Asurion Services, LLC ("Asurion") 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 April 17, 2019, ***** ******* purchased a ******* washer (the "Product") and a 3-Year Protection Plan (the "Plan") from The Home Depot ("THD"). The Plan provides service contract coverage in the event the covered Product experiences a breakdown during the term of the Plan.
  On April 16, 2022, the Plan expired.
  On June 15, 2022, you contacted Asurion to file a claim because the Product was not functioning properly. Although the Plan had expired on April 16, 2022, the Asurion representative erroneously filed the claim and scheduled service. Asurion identified the claim error but opted to continue with the scheduled repair as a customer courtesy because parts had already been ordered.
  On July 18, 2022, the Product was repaired.
  
  All claim determinations are based upon the Plan's terms and conditions. A full and complete copy of the terms and conditions (please see attached copy) governing the Plan was made available to Mr. ******* 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:
  
  Term of Coverage: The term of your Plan commences upon the date of purchase of the product and continues for a period of three (3) or five (5) years, depending on the Plan purchased, as indicated on the sales receipt. Coverage for some of the above additional benefits begin on the date of purchase of the 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. Plan coverage remains in effect throughout the end of your term, unless cancelled or fulfilled pursuant to the provisions below. In the event your product is being serviced by an authorized service center when the Plan expires, the term of the Plan will be extended until the covered repair has been completed.
  
  WHAT IS NOT COVERED: (1) Incidental, consequential, or secondary damages, including, but not limited to: delay in rendering service under this Plan; loss of use during the period that the product is at an authorized service center or otherwise awaiting parts; loss of business; loss of profits; and down-time and charges for time and effort; . . .
  
  The Plan, contract number 687400360, purchased on April 17, 2019, provided coverage for qualifying repairs or replacement of the Product until the expiration of the Plan at midnight on April 16, 2022. The Plan and all of Asurion's obligations owed to you under it extinguished on April 16, 2021. Asurion acknowledges that the claim filed on June 15, 2022, was filed after your Plan's expiration in error. As explained above, after Asurion identified the claim error, we opted to proceed with a courtesy claim because parts had already been ordered, and the repair was completed. We wish to note that the Plan you purchased did not include enhanced coverage for laundry allowance. The Plan excludes coverage for any incidental, consequential, or secondary damages. Accordingly, Asurion will not honor your request for laundry allowance reimbursement.
  
  Regarding your No Claim Reward for your dishwasher, on August 18, 2022, an Asurion representative contacted you and assisted with submitting the $34.34 No Claim Reward check request for processing and delivery within ten business days.
  
  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, 8, 2022/08/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  All appliances were delivered in July of 2019. NOT in April of 2019 as this is why the dishwasher no claim reimbursement was honored.
  So, this reaching at straws tactic isn't going to work. Not to mention that this is the first time through all the nonsense that we went through that this was even brought up, because if that is the reason that you are stating, I would have corrected that in one of the over 24 hours that I spent on the phone with your representatives, who ultimately have ZERO idea as to what they are doing. Many of them stated that our "DRYER" was awaiting parts, or that they did not see a claim or that the claim was in fact for the dryer and NOT the washing machine. When I would ask to speak to a supervisor, or manager, I was told it was a 48-hour turnaround time for a call back. I would call back, still no manager, I was told it would be within 3 hours because they were in a meeting, another time I was told it would be within 45 minutes because they were on the other line assisting another customer. TO date I have still not received a call back. The issue is that the machine BROKE, MID-CYCLE and ruined our clothes that sat in the locked machine for 3 days. The appointment was just rescheduled because no technicians were available, and the schedulers just make the appointments within that time frame because they have to under the terms of the policy. EVEN when they know that the appointment will be rescheduled. It was after we called back demanding to know why it was rescheduled that we were told of this tactic in adhering to the 3-day time frame in which to have your repair completed. We had to disassemble the back of the machine in order to get the door unlocked to get our moldy clothes out. Your representatives told us that laundromat was included in our policy since they were unable to repair the unit. Your written policy also states the same. We were forwarded the attached reimbursement request form, which we completed on multiple occasions and submitted. No one would respond. Per the terms of the contract, I wrote a letter to the legal department at the address printed on the policy and mailed it certified mail again per the terms of the written policy. ONLY to learn that the address printed on the policy is incorrect. After having gone through this entire experience I can only assume that this is intentional to avoid receiving claims and requesting that an issue be possibly arbitrated. Because arbitration is at Asurions cost. The lack of customer service, the lack of technicians, the lack of communication, the time frame of waiting over a month to have our machine fixed, the multiple times our appointments were rescheduled, often during the middle of the time frame in which they were to arrive, having to miss work on 3 separate occasions, rearranging schedules, hours spent driving back and forth the laundromat, hours spent at the laundromat, time on the phone, time in writing letters, postage for having to send information certified, the entire experience is unacceptable especially when the customer does everything that they can do in order to have a smooth interaction, but are instead forced to deal with these antics is completely the sole fault and responsibility of Asurion. We would still demand $143.83
  
  
  Business Response /* (4000, 10, 2022/09/01) */
  September 1, 2022
  
  **********************************************************************************************,
  
  I am writing in response to the August 24, 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:
  "All appliances were delivered in July of 2019. NOT in April of 2019 as this is why the dishwasher no claim reimbursement was honored.
  So, this reaching at straws tactic isn't going to work. Not to mention that this is the first time through all the nonsense that we went through that this was even brought up, because if that is the reason that you are stating, I would have corrected that in one of the over 24 hours that I spent on the phone with your representatives, who ultimately have ZERO idea as to what they are doing. Many of them stated that our "DRYER" was awaiting parts, or that they did not see a claim or that the claim was in fact for the dryer and NOT the washing machine. When I would ask to speak to a supervisor, or manager, I was told it was a 48-hour turnaround time for a call back. I would call back, still no manager, I was told it would be within 3 hours because they were in a meeting, another time I was told it would be within 45 minutes because they were on the other line assisting another customer. TO date I have still not received a call back. The issue is that the machine BROKE, MID-CYCLE and ruined our clothes that sat in the locked machine for 3 days. The appointment was just rescheduled because no technicians were available, and the schedulers just make the appointments within that time frame because they have to under the terms of the policy. EVEN when they know that the appointment will be rescheduled. It was after we called back demanding to know why it was rescheduled that we were told of this tactic in adhering to the 3-day time frame in which to have your repair completed. We had to disassemble the back of the machine in order to get the door unlocked to get our moldy clothes out. Your representatives told us that laundromat was included in our policy since they were unable to repair the unit. Your written policy also states the same. We were forwarded the attached reimbursement request form, which we completed on multiple occasions and submitted. No one would respond. Per the terms of the contract, I wrote a letter to the legal department at the address printed on the policy and mailed it certified mail again per the terms of the written policy. ONLY to learn that the address printed on the policy is incorrect. After having gone through this entire experience I can only assume that this is intentional to avoid receiving claims and requesting that an issue be possibly arbitrated. Because arbitration is at Asurions cost. The lack of customer service, the lack of technicians, the lack of communication, the time frame of waiting over a month to have our machine fixed, the multiple times our appointments were rescheduled, often during the middle of the time frame in which they were to arrive, having to miss work on 3 separate occasions, rearranging schedules, hours spent driving back and forth the laundromat, hours spent at the laundromat, time on the phone, time in writing letters, postage for having to send information certified, the entire experience is unacceptable especially when the customer does everything that they can do in order to have a smooth interaction, but are instead forced to deal with these antics is completely the sole fault and responsibility of Asurion. We would still demand $143.83."
  Response:
  
  As explained in our previous response, the pertinent portion of your Plan states the following:
  
  The term of your Plan commences upon the date of purchase of the product and continues for a period of three (3) or five (5) years, depending on the Plan purchased, as indicated on the sales receipt.
  
  Accordingly, the Plan began on the date of purchase, April 17, 2019, and expired on April 16, 2022. Therefore, we maintain that when you contacted Asurion on June 15, 2022 (two months after the Plan's expiration), the Asurion representative erroneously filed the claim and scheduled service, which was subsequently repaired.
  
  While we sincerely regret that your experience with Asurion has been less than satisfactory, Asurion is, nevertheless, unable to authorize your demand for the $143.83 laundry reimbursement because the Plan you purchased did not include enhanced coverage for laundry based on the purchase date of April 17, 2019. We note that the laundry allowance enhanced coverage was only available for Plans purchased between June 1, 2011 through October 15, 2017. We apologize if the laundry allowance details were either miscommunicated or erroneously provided to you at the time of your claim. In addition, the Plan excludes coverage for any incidental, consequential, or secondary damages.
  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:07/24/2022

  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 July 5th I took my phone in to get a screen replaced. I was quoted 329.99 to get it replaced. The employee stated but don't worry I'll give you the home+ discount and that will bring it down to 279.99. I'm thinking what a nice gesture. I was never explained what a home+ discount is, I was never issued any disclosures or signed any documents anywhere. I got my receipt and it just stated 279.99 plus taxes which brought the total to 303.79. There was nothing in the receipt about a discount being applied. I noticed a charge on my credit card for 276.66 and 24.99. What the employee had done is enroll me in a recurring service of 24.99 each month without my consent or knowledge. On July 23rd I went back to the store because when the phone screen was shattered it had also damaged the camera because I noticed dead pixels everywhere on the pictures. I also questioned the employee about this recurring 24.99 charge. Employee stated oh yeah that's the home+. I was shocked. Do you really think I would sign up for a recurring payment of 24.99 to get a discount?! Absolutely not! I asked to cancel it immediately. Employee stated we will have to charge you the 329.99. He charged my card $54.24. I called corporate office and filed a complaint. So then I go to another store and I explained what just happened. The employee at the other store told me your screen doesn't cost 329.99 to replace, it is actually 279.99. I was stunned, employee had committed fraud, boldly lied, and charged me something I should have never been charged. He made up a price and discount out of thin air. I should have been charged 279.99 plus taxes. This is fraud, employee used deceptive and abusive sales practices to enroll me in something without my knowledge or consent and made up a fraudulent charge. I still have a broken camera on my phone which was never fixed from original repair. This business needs to be investigated and fined criminal penalties for fraud and deceptive sales practices.

  Business Response

  Date: 08/10/2022

  Business Response /* (1000, 8, 2022/08/10) */
  August 10, 2022
  
  
  ******************************************************************************************************
  
  In connection with the above-referenced case filed with the Better Business Bureau ("BBB"), we submit the below in response.
  
  Your matter filed with the BBB states the following:
  
  "On July 5th I took my phone in to get a screen replaced. I was quoted 329.99 to get it replaced. The employee stated but don't worry I'll give you the home+ discount and that will bring it down to 279.99. I'm thinking what a nice gesture. I was never explained what a home+ discount is, I was never issued any disclosures or signed any documents anywhere. I got my receipt and it just stated 279.99 plus taxes which brought the total to 303.79. There was nothing in the receipt about a discount being applied. I noticed a charge on my credit card for 276.66 and 24.99. What the employee had done is enroll me in a recurring service of 24.99 each month without my consent or knowledge. On July 23rd I went back to the store because when the phone screen was shattered it had also damaged the camera because I noticed dead pixels everywhere on the pictures. I also questioned the employee about this recurring 24.99 charge. Employee stated oh yeah that's the home+. I was shocked. Do you really think I would sign up for a recurring payment of 24.99 to get a discount?! Absolutely not! I asked to cancel it immediately. Employee stated we will have to charge you the 329.99. He charged my card $54.24. I called corporate office and filed a complaint. So then I go to another store and I explained what just happened. The employee at the other store told me your screen doesn't cost 329.99 to replace, it is actually 279.99. I was stunned, employee had committed fraud, boldly lied, and charged me something I should have never been charged. He made up a price and discount out of thin air. I should have been charged 279.99 plus taxes. This is fraud, employee used deceptive and abusive sales practices to enroll me in something without my knowledge or consent and made up a fraudulent charge. I still have a broken camera on my phone which was never fixed from original repair. This business needs to be investigated and fined criminal penalties for fraud and deceptive sales practices."
  
  Your desired resolution states:
  
  "Refund"
  
  Response:
  
  Since receiving the case you filed with the BBB, we received correspondence dated July 25, 2022 from the Office of the Arizona Attorney General ("Office") enclosing the matter containing the same issues that you filed with the Office. Asurion fully addressed your concerns in our response to the matter filed with the Office. I attached a copy of our response to the Office. We sincerely apologize for the miscommunication, confusion, and frustration caused.
  
  Regards,
  
  ****** ****
  Staff Counsel
  ***********@asurion.com

• Initial Complaint

  Date:07/22/2022

  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.

  On 8/13/2021 I bought a ***** Printer model MF644cdw from *******, along with an extended warranty. I had the warranty registered, and by 07/22/2022 I had called three different occasions and for the third time I was not helped with my warranty issues and instead I was passed over to *****. When they transferred me to c**** on which I had a wait of over an hour on all three times. If you cannot service my product then I would like a refund on my warranty and money for my time wasted. I let it go the first two times and now you have become a lemon of a product and company.
  

  Business Response

  Date: 09/08/2022

  Business Response /* (1000, 5, 2022/08/24) */
  August 24, 2022
  
  *********************************************************************************************,
  
  In connection with the above-referenced case filed with the Better Business Bureau ("BBB"), we submit the below in response.
  
  In your case filed with the BBB on July 22, 2022, you state:
  
  "On 8/13/2021 I bought a ***** Printer model MF644cdw from *******, along with an extended warranty. I had the warranty registered, and by 07/22/2022 I had called three different occasions and for the third time I was not helped with my warranty issues and instead I was passed over to *****. When they transferred me to ***** on which I had a wait of over an hour on all three times. If you cannot service my product then I would like a refund on my warranty and money for my time wasted. I let it go the first two times and now you have become a lemon of a product and company."
  
  The desired resolution listed in your complaint states the following:
  
  "Refund"
  
  Response:
  
  Upon receiving the BBB case, we researched your concerns; however, we were unable to locate any registrations associated with the matter. In order to assist with your protection plan refund request, we need to obtain more information from you. Between July 27, 2022 and August 3, 2022, Asurion made several attempts by phone and email to discuss your concerns. During each interaction, Asurion requested a copy of the purchase receipt displaying the product and plan purchased in order to assist with canceling and refunding your plan. Unfortunately, you have not been cooperative with Asurion's request. As such, unless or until you can produce a proof of purchase for your product and plan, Asurion cannot verify the valid product or plan and is therefore unable to move forward with your request for a refund of a protection plan.
  
  If you would like to move forward with the cancelation and the refund of your plan, we kindly ask that you please email the Resolution Specialist a copy of the proof of purchase for your product and plan. Alternatively, you may email me directly with proof of purchase. I am available by email Monday through Friday between the hours of 9:00am to 4:00pm CST.
  
  Regards,
  
  *** **********
  Senior Writer, Asurion
  Email: ***********@asurion.com
  
  
  Consumer Response /* (3000, 7, 2022/08/24) */
  They reached out And I have the receipt but I wasted 5 hours trying to get service for my services and they never serviced my warranty and passed me over to ***** the maker and they assisted with the warranty Asurion never gave me any service for the extra warranty and they never responded till I complained to BBB. I want money for be retribution for my time wasted with them. They want to look good after the complaint, not when I asked for help or refund. I need $$$ of 5 hours of my time wasted with them and got no service.
  
  
  Business Response /* (4000, 9, 2022/09/01) */
  September 1, 2022
  
  **********************************************************************************************
  
  I am writing in response to the August 24, 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:
  "They reached out And I have the receipt but I wasted 5 hours trying to get service for my services and they never serviced my warranty and passed me over to ***** the maker and they assisted with the warranty Asurion never gave me any service for the extra warranty and they never responded till I complained to BBB. I want money for be retribution for my time wasted with them. They want to look good after the complaint, not when I asked for help or refund. I need $$$ of 5 hours of my time wasted with them and got no service."
  Response:
  As communicated in my August 26, 2022 email to you, you were referred to ***** (the "Manufacturer") because the printer had suffered a mechanical/electrical failure during the term of the Manufacturer's warranty. Please note that the Manufacturer's warranty expired on August 12, 2022. As such, when you contacted Asurion in July 2022, you were correctly advised to contact the Manufacturer for warranty assistance. Regarding your request for compensation, the terms of the Plan state the following exclusion:
  WHAT IS NOT COVERED:
  Consequential or incidental damages, including but not limited to, loss of use, loss of business, loss of profits, loss of data, down-time and charges for time and effort, except as otherwise stated herein;......
  Therefore, Asurion is unable to honor your request for any compensation or charges for time and effort. Although we cannot meet your desired resolution, we will consider this matter closed based on the above exclusion. Please allow this response to serve as Asurion's final reply regarding the matter, and all contacts will cease per your email request.
  Regards,
  
  *** **********
  Senior Writer, Asurion
  Asurion ***********@asurion.com

• Initial Complaint

  Date:07/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ** refrigerator from ********** august 10, 2020 with 5 year extended warranty.
  
  I contacted the subcontractor, Assurion, to fix the freezer door leak.in May. I had to cancel the first appointment because the order parts had not arrived yet. Asurion canceled appointments number two and three because they said the technician had called in sick. An appointment number for the technician said it was a two-man job and didn't complete the repair. On the fifth appointment the technician put on a new freezer door but he determined that ultimately refrigerator was not repairable.. I have the technician on tape telling his supervisor that it's unrepairable.
  
  I have now talked to Asurion seven times starting on July 14 at the phone number ************. They keep telling me that they need to get the technician to document that he put on a new gasket and that he properly heated it in order to seal it. I have contacted Asurion twice to ask them to send the information to **********. ********** says they need documentation that the gasket and the proper ceiling was done. I told Asurion I have a video of the technician heating the new gasket and I offered to send it to them.
  
  ********** keeps telling me that I will get an answer in 3 to 5 business days. I went down to the ********** ***** store today and they gave me a different number, ************** however that connects into the same line as the first number.
  When I go to the ********** protection.asurion.com line it says that my claim status shows that my claim has been resolved. It says "your claim is completed".
  
  My refrigerator has been declared, "Not repairable" by the technician and I have that on tape.
  
  The purchase price was 1600 and want ********** to pay me for this "unrepairable" refrigerator.
  

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 5, 2022/08/17) */
  August 17, 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 July 21, 2022, states:
  
  "I purchased a ** refrigerator from **** ***** august 10, 2020 with 5 year extended warranty. I contacted the subcontractor, Assurion, to fix the freezer door leak.in May. I had to cancel the first appointment because the order parts had not arrived yet. Asurion canceled appointments number two and three because they said the technician had called in sick. An appointment number for the technician said it was a two-man job and didn't complete the repair. On the fifth appointment the technician put on a new freezer door but he determined that ultimately refrigerator was not repairable.. I have the technician on tape telling his supervisor that it's unrepairable. I have now talked to Asurion seven times starting on July 14 at the phone number XXX-XXX-XXXX. They keep telling me that they need to get the technician to document that he put on a new gasket and that he properly heated it in order to seal it. I have contacted Asurion twice to ask them to send the information to **** *****. **** ***** says they need documentation that the gasket and the proper ceiling was done. I told Asurion I have a video of the technician heating the new gasket and I offered to send it to them. **** ***** keeps telling me that I will get an answer in 3 to 5 business days. I went down to the **** ***** depot store today and they gave me a different number, X-XXX-XXX-XXXX however that connects into the same line as the first number. When I go to the ********* protection.asurion.com line it says that my claim status shows that my claim has been resolved. It says "your claim is completed". My refrigerator has been declared, "Not repairable" by the technician and I have that on tape. The purchase price was 1600 and want **** ***** to pay me for this "unrepairable" refrigerator."
  
  The following is the desired resolution listed in your complaint:
  
  "Since it is unrepairable I want them to return the purchase price."
  
  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 10, 2020, you purchased a 5-year Protection Plan ("Plan") for your ** refrigerator (the "Unit") from The **** *****. On May 30, 2022, you initiated a claim because the Unit's freezer door was leaking water. You stated that the Unit was subsequently deemed unrepairable, but to date, the issue remains unresolved.
  
  Following receipt of the BBB matter, Asurion confirmed that on August 4, 2022, reimbursement of your Unit was processed via a $1,744.47 electronic gift card ("EGC"). However, you reported that you requested a reimbursement check, not an EGC. On August 11, 2022, the $1,744.47 EGC was canceled, and Asurion issued a reimbursement check for processing and delivery within ten business days.
  
  Receipt of the above-referenced reimbursement check, representing the purchase price of the Unit, including tax, fulfills all obligations owed to you by Asurion under this Plan. Therefore, we believe the issues raised in the matter have been resolved.
  
  We sincerely apologize for any inconvenience this may have caused. We make a commitment to our customers to make the claim process easy and convenient, and we truly regret that this was not so when you contacted us.
  
  Should you have any additional 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