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:05/26/2025

  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.

  ****** purchase of Vibe memory foam mattress. Mattress is now defective after a little over a year. Asurion 2 year warranty should cover it after manufacturer warranty runs out. They auto-rejected instantly the claim I filed today 5/23/25 as defective product not covered. Mattress is no longer usable due to worksmanship/material defects and causing physical pain at this point. Asurion appears to be a mega scam IMO.

  Customer Answer

  Date: 05/27/2025

  They contacted me over the past 48 hours and have now refunded the money.  Unfortunately, it was only after the BBB contacted them that they took action, so please consider that while rating them. If I had not filed the complaint with the BBB, they would not likely have refunded the money that I was due.  I am satisfied with the outcome, but sad that it takes challenges of this nature to get a company to do what is right.  Thank you for following up on my submission.  Please let me know if there is any other information you need and again, rate them accordingly to not handling things more proactively without BBB involvement. They certainly should not get an A rating for reactive handling of their customers.

• Initial Complaint

  Date:05/26/2025

  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.

  ******* ******* ****************************************************************************** ************************* ************ May 22, 2025 To: Better Business Bureau ************************************************************************************* Subject: Complaint Against DIRECTV LLC Denied Laptop Claim Dear BBB Customer Support,I am filing a complaint against ******* Corporate Information for misrepresentation regarding the DIRECTV Protection Plan Premier.On May 21, 2025, I accidentally dropped my HP Laptop (Model 17-by197Cl, Serial Number *********** and submitted a claim through the ******* Asurion website but was wrongly denied coverage.I contacted *******, where a supervisor confirmed coverage and provided a Claim Facilitation Form. However, when I called back to obtain my Enrolled Account Number, another supervisor, **** *., stated that my claim would be denied because coverage was mistakenly confirmed earlier.This conflicting information and misrepresentation caused unnecessary frustration and wasted time. *********** and Asurion misled customers with false contract details and inconsistent responses.Request for BBB ******************************* *********** for misleading business practices.******************* to honor my original claim or provide a clear written explanation for its denial.Hold DIRECTV LLC accountable for confusing policy enforcement and misleading customer interactions.I appreciate BBBs assistance in resolving this fairly. Please contact me at ************************* or ************ if needed.Sincerely, ******* ******* **

  Business Response

  Date: 06/10/2025

  June 10, 2025
  
  ******* *******
  *********************
  **********,AL 35173
  
  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 May *******, states:
  
  ******* ******* Sr ******************************************************************* ************************* ************ May 22, 2025 To: Better Business Bureau ************************************************************************************* Subject: Complaint Against DIRECTV LLC Denied Laptop Claim Dear BBB Customer Support, I am filing a complaint against ******* Corporate Information for misrepresentation regarding the DIRECTV Protection Plan Premier. On May *******, I accidentally dropped my HP Laptop (Model 17-by197Cl, Serial Number *********** and submitted a claim through the ******* Asurion website but was wrongly denied coverage. I contacted Asurion, where a supervisor confirmed coverage and provided a Claim Facilitation Form. However, when I called back to obtain my Enrolled Account Number, another supervisor, **** *., stated that my claim would be denied because coverage was mistakenly confirmed earlier. This conflicting information and misrepresentation caused unnecessary frustration and wasted time. *********** and Asurion misled customers with false contract details and inconsistent responses. Request for BBB Review & Resolution:*********************** for misleading business practices. ******************* to honor my original claim or provide a clear written explanation for its denial. Hold *********** accountable for confusing policy enforcement and misleading customer interactions. I appreciate BBBs assistance in resolving this fairly. Please contact me at ************************* or ************ if needed. Sincerely, ******* ******* Sr.
  
  The desired resolution listed in your case states the following:
  
  Repair.
  
  Response:
  
  As a preliminary matter, DIRECTV offers the following Plans:
  
  DIRECTV Protection Plan (PP) offers coverage for DIRECTV systems, and includes an equipment upgrade every 2 years.  This plan covers DIRECTV remote controls, connection/switches, dish antennas, wiring/switches, and provides dish antenna alignment.  It includes 24/7 technical support and on-site repairs plus the cost associated with replacing defective equipment.
  
  DIRECTV Protection Plan Premier (***) offers, among other benefits, coverage for entertainment devices and provides an upgrade to the latest DIRECTV equipment every 2 years.  ********************* devices include: home theater systems, laptops and PCs, tablets, TVs, routers, modems.  *** also provides Accidental Damage from Handling (ADH) coverage for DIRECTV systems only.
  
  DIRECTV Protection Plan Premier + ADH (*** + ADH) offers the same benefits as ***, but adds coverage for unintentional and ADH during the normal and customary use for certain enumerated products.  Specifically, ADH coverage is provided for laptops and tablets only.
  
  On April 29, 2024, you enrolled in ***.  As described above, *** is an optional service contract program that provides service contract coverage in the event a qualifying Premier Product, as defined in the *** Terms and Conditions, has a mechanical or electrical failure caused by defects in materials and/or workmanship; normal wear and tear; dust, heat, or humidity; or power surge.  *** also provides ADH coverage for DIRECTV systems only. 
  
  On May 21, 2025, you filed a claim for a *************** laptop (the Product), reporting a cracked screen.  During the claim process, you were informed that a claim facilitation form (CFF) was required to proceed with the claim process.  Upon receipt of the completed CFF later the same day, the Asurion Resolution Specialist (RS) informed you that the damage to the Product was not covered under the ***.
  
  All claim determinations are grounded in the Plans Terms and Conditions.  A complete copy of the Terms and Conditions governing your Plan was made available to you prior to enrollment at the point of sale.  The most pertinent section of the Terms and Conditions is included below for reference.
  
  Definitions:
  
  (6) breakdown refers to: (a) the mechanical or electrical failure caused by defects in materials and/or workmanship, normal wear and tear, dust, heat, or humidity and power surges, (b) for the DIRECTV System only: unintentional and accidental damage from handling (ADH) as a result of normal use;
  
  This Plan covers:
  -For DIRECTV Protection Plan Premier with ADH customers only: unintentional or accidental damage from handling as a result of normal use (ADH) for only laptops and tablets
  
  What is Not Covered: (3) DAMAGE CAUSED BY ACCIDENTAL PHYSICAL DAMAGE, SPILLED LIQUIDS UNLESS SPECIFICALLY COVERED BY THIS PLAN;
  
  For clarification,your are enrolled in ***, not *** + ADH. As mentioned above, and again here, *** provides coverage for mechanical or electrical failures caused by defects in materials and/or workmanship,normal wear and tear, dust, heat, or humidity and power surges, in addition to ADH coverage for DIRECTV systems only. Therefore, your laptop which is not a DIRECTV system is ineligible for ADH coverage under the ***. Accordingly, Asurion cannot honor your request for a repair,replacement, or reimbursement under the ***.   
  We sincerely apologize for your frustration and any miscommunication. However, the Plan Terms and Conditions Asurion is following have been explained, and therefore, we consider this matter addressed.
  
  Regards,
  
  ******** *****, Regulatory Complaints
  Email *************************************
  
  
  
  
  
  

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23365430
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *******

  Dear Ms. *************** you for your detailed response regarding the denial of my claim under the Protection Plan Premier (***).
  I would like to correct several inaccuracies in your communication and provide further context, which I believe warrants a formal review of my claim.
  First, the assertion that I reported a cracked screen is incorrect. The actual issue with my *************** laptop was a cracked keyboard,not a screen defect. This discrepancy is significant, especially considering that the claim was not initiated by me, but by a supervisor from Asurion after your system initially denied my attempt to file it. The record should accurately reflect how and why the claim was processed.
  Second, the plan was sold to me not by Asurion but by a third partyDIRECTV.The explanation I received at the point of sale did not clearly communicate the limitations of the *** regarding accidental damage for non-DIRECTV devices,such as laptops. This misrepresentation or lack of disclosure directly influenced my decision to enroll in this plan.
  To be clear, neither Asurion nor ******* can produce a verifiable record of what terms, disclosures, or expectations were conveyed to me at the time of enrollment. As such, the current denial appears to rest on assumptions about what I should have known, rather than documented proof of what I was actually told. Without such documentation, it is speculativeand potentially misleadingto claim that I was appropriately informed of the distinctions between *** and *** + ADH.
  I respectfully request that Asurion re-examine this case in light of these facts. If a full repair cannot be provided, I would be open to a good-faith compromise, such as a partial reimbursement or one-time accommodation, given the breakdown in communication and the misleading point-of-sale experience.
  Thank you again for your time and consideration. I look forward to your response.
  Sincerely,
  ******* D *******]
  ************

  Business Response

  Date: 07/08/2025

  July 8, 2025
  
  ******* *******
  ***************
  **********,AL 35173
  
  Re: Case # ********
  
  Dear ******* *******,
  
  I am writing in response to the June 25, 2025, rebuttal you filed with the Better Business Bureau (BBB) regarding Asurions response to the above-referenced case.
  
  Your rebuttal filed with the BBB states:
  
  Dear Ms. *************** you for your detailed response regarding the denial of my claim under the Protection Plan Premier (***).
  I would like to correct several inaccuracies in your communication and provide further context, which I believe warrants a formal review of my claim.
  First,the assertion that I reported a cracked screen is incorrect. The actual issue with my *************** laptop was a cracked keyboard, not a screen defect.This discrepancy is significant, especially considering that the claim was not initiated by me, but by a supervisor from ******* after your system initially denied my attempt to file it. The record should accurately reflect how and why the claim was processed.
  Second,the plan was sold to me not by Asurion but by a third partyDIRECTV. The explanation I received at the point of sale did not clearly communicate the limitations of the *** regarding accidental damage for non-DIRECTV devices,such as laptops. This misrepresentation or lack of disclosure directly influenced my decision to enroll in this plan.
  To be clear, neither Asurion nor ******* can produce a verifiable record of what terms, disclosures, or expectations were conveyed to me at the time of enrollment. As such, the current denial appears to rest on assumptions about what I should have known, rather than documented proof of what I was actually told. Without such documentation, it is speculativeand potentially misleadingto claim that I was appropriately informed of the distinctions between *** and *** + ADH.
  I respectfully request that Asurion re-examine this case in light of these facts.If a full repair cannot be provided, I would be open to a good-faith compromise, such as a partial reimbursement or one-time accommodation, given the breakdown in communication and the misleading point-of-sale experience.
  Thank you again for your time and consideration. I look forward to your response.
  
  Conclusion:
  
  Thank you for the additional context. We, again, sincerely apologize for your frustration and any miscommunication. While you stated the Terms and Conditions were not provided at the point of sale, we wish to note that customers may also review the Terms and Conditions online at www. ********************************************* prior to enrolling in the program or initiating a claim (or at any other time).
  
  As outlined in our response on June 10, 2025, *** provides coverage for mechanical or electrical failures caused by defects in materials and/or workmanship, normal wear and tear, dust, heat, or humidity, and power surges, in addition to ADH coverage for DIRECTV systems only.  Therefore, your laptop which is not a DIRECTV system is ineligible for ADH coverage under the ***.  Accordingly, Asurion cannot honor your request for a repair, replacement, or reimbursement under the ***.  
  
  Although we cannot meet your desired resolution, the Plan Terms and Conditions Asurion is following have been explained, and therefore,we consider this matter addressed.
  
  Regards,
  
  ******** *****, Regulatory Complaints
  Email *************************************
  
  
  

• Initial Complaint

  Date:05/26/2025

  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 have a warranty for a dryer that died and per policy I need to have a provider come look and try and fix. The first claim was made and took 9 days to realize it was wrong (made for a different appliance) and restarted a new claim to which I have yet to have service for. Since then, I have always initiated calls with the service provider to make appointments, I have had no shows, cancellations, nobody has even seen my dryer. As of 5/22/2025 it has been 22 days since I have seen anybody to come repair or send me the money to replace my dryer. It costs me $32 every time I do 4 loads of laundry at the laundry mat, this doesnt include my time, gas and vehicle charges, etc to drive to town to get there and then to sit and wait for my laundry to be done. The pictures include texts with time stamps between myself and the repair man(or men?) for being hard to reach, canceling, and lack of effort. I just want my money to replace the dryer I currently have sitting useless.

  Business Response

  Date: 06/18/2025

  June
  18, 2025
  
  Marissa Lange
  2087 220th Ave.
  Lewis, KS 67552
  
  Complaint
  ID # 23364960
  
  Dear Marissa Lange,
  
  In
  connection with the above-referenced matter filed with the Better Business
  Bureau (“BBB”), we submit the below in response.
  
  In
  the matter you filed with the BBB, you state:
  
  “I have a warranty for a dryer that died and per policy I
  need to have a provider come look and try and fix. The first claim was made and
  took 9 days to realize it was wrong (made for a different appliance) and
  restarted a new claim to which I have yet to have service for. Since then, I
  have always initiated calls with the service provider to make appointments, I
  have had no shows, cancellations, nobody has even seen my dryer. As of
  5/22/2025 it has been 22 days since I have seen anybody to come repair or send
  me the money to replace my dryer. It costs me $32 every time I do 4 loads of
  laundry at the laundry mat, this doesn’t include my time, gas and vehicle
  charges, etc to drive to town to get there and then to sit and wait for my
  laundry to be done. The pictures include texts with time stamps between myself
  and the repair man(or men?) for being hard to reach, canceling, and lack of
  effort. I just want my money to replace the dryer I currently have sitting
  useless.”
  
  The
  desired resolution listed in your matter is:
  
  “Refund.”
  
  Response:
  
  After receiving your matter, Asurion conducted a full
  review of the relevant account and claim history with the aim to, where
  possible, amicably resolve your matter.  According
  to our records, you recently filed a claim for your General Electric dryer (the “Product”) under your Home Depot protection plan (the “Plan”).  The
  Plan is an optional service contract that provides coverage for the mechanical
  or electrical failure of your Product caused by defects in materials and/or
  workmanship; normal wear and tear; dust, heat, or humidity; and power surges.
  
  You filed a claim for your
  Product due to malfunction. 
  Unfortunately, the resolution of your claim was delayed due to a claim
  filing error, and subsequently, a lack of other available service centers in
  your area.
  
  According to our records, on
  May 30, 2025, the matter was resolved when a Product reimbursement was
  authorized and issued to you. Therefore,
  we believe the issue raised in this matter has now been resolved.  We apologize for any inconvenience this
  matter has caused you and we appreciate the opportunity to resolve it.
  
  If you have any further questions or
  concerns, you may contact me by email.  I
  am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m.
  CST.
  
  Regards,
  
  Matt Ullman
  Asurion, Regulatory
  Affairs
  Email [email protected]
  

  Customer Answer

  Date: 06/25/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23364960, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Marissa Lange

• Initial Complaint

  Date:05/26/2025

  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.

  10/2020 we purchased a Kitchenaid refrigerator from ********** in ********************* for $2,697.30 and decided to buy the protection plan for five years of coverage from ******* which was $295.00. Its also been brought to my attention that ********** and ***** are no longer affiliating themselves with Asurion due to their extremely poor Customer Service, which now makes sense to me. For over a year we have had issues with this refrigerator cooling. It fluctuated from 37 and up to 58.We have all gotten sick from eating the food that unfortunately was contaminated due to lack of cooling from this refrigerator. It is unbelievable what they have put my family through when it comes to issuing a refund and I would never recommend this company to . I understand that they have to read from a script, but enough is enough and its unacceptable.A copy of the letter we submitted:To whom it may concern,Im including the necessary information with regard to processing the next step in my refund of the Kitchenaid refrigerator that I purchased. As you can clearly see from the invoice dates, my refrigerator has not been working properly from June 24 of 2024 to May 8 of 2025/ current date .The refrigerator is unrepairable, it has made my family and I very sick from eating the food that it was supposed to have kept cool. My 87-year-old father became violently ill and was on the verge of going to the hospital due to the malfunction of this refrigerator. We have dragged this out long enough, and I am requesting a refund as soon as possible. C. C. * please dont I am trying to upload the years worth of invoices from the repair company, but due to file storage size I am unable to send those documents-please let me know if theres an alternate way I can get these to you to upload them to my case*

  Business Response

  Date: 06/18/2025

  June
  18, 2025
  
  Christopher Cirillo
  766 County Road 579
  Flemington, NJ 08822
  
  Complaint
  ID # 23358826
  
  Dear Christopher Cirillo,
  
  In
  connection with the above-referenced matter filed with the Better Business
  Bureau (“BBB”), we submit the below in response.
  
  In
  the matter you filed with the BBB, you state:
  
  “10/2020 we purchased a Kitchenaid refrigerator from Home
  Depot in Flemington New Jersey for $2,697.30 and decided to buy the protection
  plan for five years of coverage from Asurion which was $295.00. It’s also been
  brought to my attention that home Depot and Lowes are no longer affiliating
  themselves with Asurion due to their extremely poor Customer Service, which now
  makes sense to me. For over a year we have had issues with this refrigerator
  cooling. It fluctuated from 37° and up to 58°. We have all gotten sick from
  eating the food that unfortunately was contaminated due to lack of cooling from
  this refrigerator. It is unbelievable what they have put my family through when
  it comes to issuing a refund and I would never recommend this company to . I
  understand that they have to read from a script, but enough is enough and it’s
  unacceptable. A copy of the letter we submitted: To whom it may concern, I’m
  including the necessary information with regard to processing the next step in
  my refund of the Kitchenaid refrigerator that I purchased. As you can clearly
  see from the invoice dates, my refrigerator has not been working properly from
  June 24 of 2024 to May 8 of 2025/ current date . The refrigerator is
  unrepairable, it has made my family and I very sick from eating the food that
  it was supposed to have kept cool. My 87-year-old father became violently ill
  and was on the verge of going to the hospital due to the malfunction of this
  refrigerator. We have dragged this out long enough, and I am requesting a
  refund as soon as possible. C. C. * please don’t I am trying to upload the
  years worth of invoices from the repair company, but due to file storage size I
  am unable to send those documents-please let me know if there’s an alternate
  way I can get these to you to upload them to my case*.”
  
  The
  desired resolution listed in your matter is:
  
  “Refund.”
  
  Response:
  
  After receiving your matter, Asurion conducted a full
  review of the relevant account and claim history with the aim to, where
  possible, amicably resolve your matter.  According
  to our records, you recently filed a claim for your KitchenAid refrigerator (the “Product”) under your Home Depot protection plan (the “Plan”).  The
  Plan is an optional service contract that provides coverage for the mechanical
  or electrical failure of your Product caused by defects in materials and/or
  workmanship; normal wear and tear; dust, heat, or humidity; and power surges.
  
  You filed a claim for your
  Product due to a cooling failure. 
  Unfortunately, the resolution of your claim was delayed due to multiple
  unsuccessful repair attempts.
  
  In response to your
  assertion that the Product was not working properly from June 24, 2024 to May
  8, 2025, we wish to note that following a successful repair for a
  malfunctioning ice-maker in June of 2022, we received no further contact from
  you until you filed a new claim for the cooling issue on February 11, 2025.  Nevertheless, according to our records, on
  May 22, 2025, the matter was resolved when a Product reimbursement was
  authorized and issued to you.  Therefore, we believe the issue raised in this matter
  has now been resolved.  We apologize for
  any inconvenience this matter has caused you and we appreciate the opportunity
  to resolve it. 
  
  If you have any further questions or
  concerns, you may contact me by email.  I
  am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m.
  CST.
  
  Regards,
  
  Matt Ullman
  Asurion, Regulatory
  Affairs
  Email [email protected]
  

  Customer Answer

  Date: 06/30/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23358826, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Christopher Cirillo

• Initial Complaint

  Date:05/23/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  August 2022 - May 2025 In 2021 I purchased the asurion home Plus plan for 26 dollars a month. In August 2022 I filed a claim with them for a TV issue. They never responded to the claim so I spoke with them on the phone to have them cancel my plan. I have recently found out they have been charging me $26 every month for the last two and a half years. I contacted them today as I first became aware of this through my bank and had them cancel it again. They have charged me approximately $1,000 since I first canceled them. This has all been fraudulent. They are returning $85 to me as a courtesy! That is not sufficient. Please put this complaint on file against them and I would like to try to seek reimbursement. Thank you

  Business Response

  Date: 06/23/2025

  June
  23, 2025
  
  Linda Gardner
  2525 Cherrywood Lane
  Titusville, FL 32780
  
  Re:
  Case # 23369677
  
  Dear Linda Gardner,
  
  In
  regard to the above-referenced case that you filed with the Better Business
  Bureau (“BBB”), we submit the below in response.
  
  The
  case you filed with the BBB on May 23, 2025, states:
  
  “August 2022
  - May 2025 In 2021 I purchased the asurion home Plus plan for 26 dollars a
  month. In August 2022 I filed a claim with them for a TV issue. They never
  responded to the claim so I spoke with them on the phone to have them cancel my
  plan. I have recently found out they have been charging me $26 every month for
  the last two and a half years. I contacted them today as I first became aware
  of this through my bank and had them cancel it again. They have charged me
  approximately $1,000 since I first canceled them. This has all been fraudulent.
  They are returning $85 to me as a courtesy! That is not sufficient. Please put
  this complaint on file against them and I would like to try to seek
  reimbursement. Thank you.”
  
  The desired resolution listed in your case
  states the following:
  
  “Billing adjustment;
  Refund.”
  
  Response:
  
  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 (the “Plan”) that
  you enrolled in on August 4, 2021.  The
  Plan is an optional service contract program that provides service contract
  coverage for an unlimited number of eligible consumer home electronics
  associated with the customer’s residential address in the event they experience
  a mechanical or electrical failure caused by defects in materials and/or
  workmanship; power surge; normal wear and tear; or dust, heat, or
  humidity.  It also covers accidental
  damage from handling (“ADH”) for specified portable products.
  
  Our
  records reflect that on June 20, 2022, you initiated a claim for a
  malfunctioning Vizio television (the “Product”).  Claim documentation, including a Claims
  Facilitation Form (“CFF”), Proof of Purchase ("POP") and photos of
  the Product, including the front and back views displaying the serial number
  plate/model, was required to proceed with the claim.  After you submitted the required
  documentation, the claim was reviewed and approved.  A repair appointment was tentatively
  scheduled for August 18, 2022, but you stated you were unavailable at that time
  and the appointment was not rescheduled.
  
  On
  September 19, 2022, you initiated a new claim for the malfunctioning Product.  Claim documentation was again required to
  proceed with the claim.  However, after
  you failed to submit the required documentation, on November 20, 2022, the
  claim was systematically canceled due to inactivity.
  
  Asurion received no further contact
  from you until May
  23, 2025, when you contacted us regarding cancellation of the Plan.  The Asurion representative offered you a
  refund equal to three (3) months of the Plan premiums, which you accepted.
  
  Following the receipt of this
  matter, on June 12, 2025, as a customer courtesy, an
  Asurion Resolution Specialist (“RS”) processed an additional refund of $325.38
  for all related charges associated with the Plan for twelve (12) months to the
  credit card on file.  Therefore, we
  consider the matter resolved.
  
  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 9:00 a.m. and 4:00 p.m. CST.
  
  Regards,
  Matt
  Ullman
  Asurion,
  Regulatory Affairs
  Email: [email protected]
  

• Initial Complaint

  Date:05/22/2025

  Type:Product 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 have been waiting for a refund check for a treadmill issue that was not repairable since 4/29/2025. I refused the e gift card they originally wanted to give me. I requested a hard check. They said it would take 7-10 business days to receive my refund check but to this day, I have not received anything and I keep getting the runaround. I have called every day since 5/12/2025 and have spoken with supervisors all who tell me the same thing. We have sent an email to the accounting department and are waiting to hear back. How long does it take? This was requested and approved on 4/29/2025. When I asked the supervisor to contact the accounting department while I waited on hold, she told me that she does not have a telephone number in which to reach the accounting department. What kind of nonsense is that? Every company has a way to reach other departments through phone numbers. That was the most ridiculous response I have ever heard. She stated that she would send another email. When I asked to be copied on that email in order to ensure my problem was being worked on, she said she was unable to cc me on it. Again, that is unbelievable. I worked in customer service for 20 years and there were times I copied a client/customer on an inter departmental email in order to ensure them their issue was being handled. That same supervisor promised to call me today with an update and I never heard back from anyone via phone number or email. Their tactics and customer service is atrocious. I cannot believe the treatment I have received after having paid for this plan and after they concluded I am due a refund for a treadmill that cannot be repaired. My claim number is **********. I will never purchase a plan from ******* ever again. They do not care about their customers nor do they stand behind their service plan.

  Business Response

  Date: 06/18/2025

  June
  18, 2025
  
  Maria Jimenez
  E-mail: [email protected]
  
  Complaint
  ID # 23352112
  
  Dear Maria Jimenez,
  
  In
  connection with the above-referenced matter filed with the Better Business
  Bureau (“BBB”), we submit the below in response.
  
  In
  the matter you filed with the BBB, you state:
  
  “I have been waiting for a refund check for a treadmill issue
  that was not repairable since 4/29/2025. I refused the e gift card they
  originally wanted to give me. I requested a hard check. They said it would take
  7-10 business days to receive my refund check but to this day, I have not
  received anything and I keep getting the runaround. I have called every day
  since 5/12/2025 and have spoken with supervisors all who tell me the same
  thing. We have sent an email to the accounting department and are waiting to
  hear back. How long does it take? This was requested and approved on 4/29/2025.
  When I asked the supervisor to contact the accounting department while I waited
  on hold, she told me that she does not have a telephone number in which to
  reach the accounting department. What kind of nonsense is that? Every company
  has a way to reach other departments through phone numbers. That was the most
  ridiculous response I have ever heard. She stated that she would send another
  email. When I asked to be copied on that email in order to ensure my problem
  was being worked on, she said she was unable to cc me on it. Again, that is
  unbelievable. I worked in customer service for 20 years and there were times I
  copied a client/customer on an inter departmental email in order to ensure them
  their issue was being handled. That same supervisor promised to call me today
  with an update and I never heard back from anyone via phone number or email.
  Their tactics and customer service is atrocious. I cannot believe the treatment
  I have received after having paid for this plan and after they concluded I am
  due a refund for a treadmill that cannot be repaired. My claim number is
  1861034152. I will never purchase a plan from Asurion ever again. They do not
  care about their customers nor do they stand behind their service plan.”
  
  The
  desired resolution listed in your matter is:
  
  “Refund.”
  
  Response:
  
  After receiving your matter, Asurion conducted a full
  review of the relevant account and claim history with the aim to, where
  possible, amicably resolve your matter.  According
  to our records, you recently filed a claim for your Horizon T101 Connect
  treadmill (the “Product”) under your Dick’s
  Sporting Goods Protection Plan (the “Plan”).  The Plan is an optional service
  contract that provides coverage for the mechanical or electrical failure of your
  Product caused by defects in materials and/or workmanship; normal wear and
  tear; dust, heat, or humidity; and power surges.
  
  You filed a claim for your
  Product due to malfunction of the incline feature.  Unfortunately, the resolution of your claim
  was delayed due to your dissatisfaction with receiving reimbursement by
  electronic gift card (“EGC”) instead of a check.
  
  All claim determinations are based on 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 and emailed to you after the point of
  sale.  The most pertinent portion of the
  Plan’s Terms and Conditions is included below for your reference:
  
  For Service Plans (other than Eyewear
  Plans): This Plan covers parts and labor costs to repair your product in the event it
  experiences a breakdown which is not covered under any insurance policy or any
  other service contract. If your product requires in-home service, a technician
  may be sent to your home to (1) pick up your product for repair at an
  authorized service center or (2) repair the product on-site. If service on your
  product is performed at an authorized service center, we will be responsible
  for the cost of pickup and delivery to and from the authorized service center.
  If in-home or carry-in service is not provided, we will be responsible for
  delivery or the cost of delivery of the product to the authorized service
  center for repair or replacement. We will, at our discretion, repair or replace
  the product with one with similar features, or reimburse you for authorized
  repairs to or replacement of the product or purchase price, excluding sales
  tax, as indicated on your sales receipt or order confirmation email. Reimbursements
  will be in the form of a retailer gift card or check. (emphasis added)
  
  Pursuant to the Terms and Conditions, the Plan provides coverage for qualifying repairs or
  replacement of the Product until the expiration of the Plan.  However, if Asurion determines that the
  Product cannot be serviced as specified in this Plan, we may at our discretion
  replace the product with a replacement product or issue a gift card or check
  for the original purchase paid for the Product, excluding sales tax as
  indicated on the order confirmation email. 
  Here, Asurion determined that reimbursement by EGC was the appropriate, and most expeditious, claim
  fulfillment option.
  
  Nevertheless, our records reflect that on May 15, 2025, a courtesy reimbursement
  check was authorized and issued to you.  After you reported that you did
  not receive the reimbursement check, on June 2, 2025, the check was re-issued
  to you.  Therefore, we believe the issue
  raised in this matter has now been resolved.
  
  If you have any further questions or
  concerns, you may contact me by email.  I
  am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m.
  CST.
  
  Regards,
  
  Matt Ullman
  Asurion, Regulatory
  Affairs
  Email [email protected]
  

  Customer Answer

  Date: 06/26/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23352112, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Maria Jimenez

• Initial Complaint

  Date:05/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Place of purchase: ********** Date of purchase: 01/13/2025 ASURION 2 YEAR ELECTRONICS PROTECTION PLAN Order#: 112-4913704-9413011 Amount of money paid for protection plan: $16.99 REDTIGER DASH CAM FRONT REAR, 4K/2.5K FULL HD DASH CAMERA FOR CARS Order#: 112-3985064-1741826 Amount of money paid for product: $129.99 When i bought this product in January, I attempted to install it in my car, but the suction cup was defective. Even following directions properly, I could not get the suction cup to stick to my windshield. I started a refund through ******, then put the dashcam & box up in my closet and totally forgot about it. I found the box months later, and it was then too late to send the refund through ******. I then contacted Asurion to return the item and get a $129.99 refund ($129.99 Amazon Gift card to be delivered to me via email). They told me *** would deliver a shipping label to my door. I never received it, so I contacted ******* to request a shipping label be sent to my email (so i can print it out and drop it off at a *** location myself). They said they would do that, but *** ended up coming a few days later. I handed my dashcam in a box to the *** driver. A week later or so, I received an email from Asurion claiming that they received the incorrect item, and a refund of $129.99 could not be processed. I called them again on 5/11/2025. They told me that this case would be investigated further and I would receive a follow-up email in 3-4 business days. It is now 5/19/2025, and I still have not received an email or a refund. I called them 3 times total, and decided it was best to contact the BBB now. Any help would be appreciated. Thank you for reading.-******* ****

  Business Response

  Date: 06/04/2025

  June 4, 2025
  
  ******* ****
  **************************************
  ********, IL 60476
  
  Complaint ID # ********
  
  Dear ******* ****,
  
  In connection with the above-referenced matter filed with the Better Business Bureau (BBB), we submit the below in response.
  
  In the matter you filed with the BBB, you state:
  
  Place of purchase: ********** Date of purchase: 01/13/2025 ASURION 2 YEAR ELECTRONICS PROTECTION PLAN Order#: 112-4913704-9413011 Amount of money paid for protection plan: $16.99 REDTIGER DASH CAM FRONT REAR, 4K/2.5K FULL HD DASH CAMERA FOR CARS Order#: 112-3985064-1741826 Amount of money paid for product: $129.99 When i bought this product in January, I attempted to install it in my car, but the suction cup was defective. Even following directions properly, I could not get the suction cup to stick to my windshield.I started a refund through ******, then put the dashcam & box up in my closet and totally forgot about it. I found the box months later, and it was then too late to send the refund through ******. I then contacted Asurion to return the item and get a $129.99 refund ($129.99 Amazon Gift card to be delivered to me via email). They told me *** would deliver a shipping label to my door. I never received it, so I contacted ******* to request a shipping label be sent to my email (so i can print it out and drop it off at a *** location myself). They said they would do that, but *** ended up coming a few days later. I handed my dashcam in a box to the *** driver. A week later or so,I received an email from Asurion claiming that they received the incorrect item, and a refund of $129.99 could not be processed. I called them again on 5/11/2025. They told me that this case would be investigated further and I would receive a follow-up email in 3-4 business days. It is now 5/19/2025, and I still have not received an email or a refund. I called them 3 times total,and decided it was best to contact the BBB now. Any help would be appreciated.Thank you for reading. -******* ****
  
  The desired resolution listed in your matter is:
  
  Refund.
  
  Response:
  
  After receiving your matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, amicably resolve your matter.  According to our records, you recently filed a claim for your dash cam (the Product) under your Amazon protection plan (the Plan).  The Plan is an optional service contract that provides coverage for the mechanical or electrical failure of your Product caused by defects in materials and/or workmanship; normal wear and tear; dust, heat, or humidity; and power surges.  The Plan also provides coverage for unintentional and accidental damage from handling (ADH) as a result of the normal and customary use of the Product.
  
  You recently contacted Asurion to return your Product for a refund of the Plan.  Unfortunately, the resolution of your claim was delayed as the Product was lost in transit to the service center.
  
  According to our records,the matter was resolved when a Product reimbursement was authorized and issued to you on June 2, 2025.
  
  Based on the above, we believe the issue raised in this matter has now been resolved.  We apologize for any inconvenience this matter has caused you and we appreciate the opportunity to resolve it.  Your experience is not representative of the quality of service we strive to provide, and we appreciate the opportunity to review the matter in an effort to continuously improve.
  
  If you have any further questions or concerns, you may contact me by email.  I am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m.CST.
  
  Regards,
  
  ******** *****, Regulatory Complaints
  Email *************************************
  

• Initial Complaint

  Date:05/22/2025

  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.

  A little over a year ago I purchased a new baseball bat and got the additional warranty thru Asurion. The baseball bat was recently cracked from normal use, so I filed a claim. Asurion sent several texts/emails requesting all kinds of information including photos from. I provided them with everything they requesting including 7 different photos, & the original receipt. The claim does fall within the necessary time frame for replacement. After sending in all the necessary info and photos, Asurion contacted me on April 22 stating they needed more info and requested a picture of the front and the back of the item. I sent them the photos they requested. Asurion contacted me again on April 23 stating they need more info, and requested a pic of the front and back of the item again. I sent the photos again. Asurion, then contacted me again on April 28 stating they need me to resubmit a pic of the front and the back of the item, and I sent the pics, again... After responding to every request and providing every document they requested, on May 17, Asurion denied my claim because they stated I did not provide them with the necessary pictures. On the brochure for the protection plan, and says in large letters "No Sweat" protection plan. Responding and submitting the required documents over 5 times over a month only to have my claim denied for a bogus reason is no where near my definition for a "No Sweat" protection plan. It is clear this company is just dragging their feet hoping I will just forget the claim and move on so they don't have to pay it.

  Business Response

  Date: 06/04/2025

  June 4, 2025
  
  **** ******
  6627 ******** **** Ln.
  *********************
  
  Complaint ID # ********
  
  Dear **** ******,
  
  In connection with the above-referenced matter filed with the Better Business Bureau (BBB), we submit the below in response.
  
  In the matter you filed with the BBB, you state:
  
  A little over a year ago I purchased a new baseball bat and got the additional warranty thru Asurion. The baseball bat was recently cracked from normal use, so I filed a claim. Asurion sent several texts/emails requesting all kinds of information including photos from. I provided them with everything they requesting including 7 different photos, & the original receipt. The claim does fall within the necessary time frame for replacement.After sending in all the necessary info and photos, Asurion contacted me on April 22 stating they needed more info and requested a picture of the front and the back of the item. I sent them the photos they requested. Asurion contacted me again on April 23 stating they need more info, and requested a pic of the front and back of the item again. I sent the photos again. Asurion, then contacted me again on April 28 stating they need me to resubmit a pic of the front and the back of the item, and I sent the pics, again... After responding to every request and providing every document they requested, on May 17,Asurion denied my claim because they stated I did not provide them with the necessary pictures. On the brochure for the protection plan, and says in large letters "No Sweat" protection plan. Responding and submitting the required documents over 5 times over a month only to have my claim denied for a bogus reason is no where near my definition for a "No Sweat"protection plan. It is clear this company is just dragging their feet hoping I will just forget the claim and move on so they don't have to pay it.
  
  The desired resolution listed in your matter is:
  
  Refund.
  
  Response:
  
  After receiving your matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, amicably resolve your matter.  According to our records, you recently filed a claim for your Easton baseball bat (the Product) under your Dicks Sporting Goods protection plan (the Plan).  The Plan is an optional service contract that provides coverage for the mechanical or electrical failure of your Product caused by defects in materials and/or workmanship; normal wear and tear; dust, heat, or humidity;and power surges.  For portable products only, the Plan also provides coverage for unintentional and accidental damage from handling (ADH) as a result of the normal and customary use of the Product.
  
  You filed a claim for your Product due to ADH.  Unfortunately, the resolution of your claim was delayed due to an issue with the documentation provided during the claim process.
  
  According to our records, on May 27, 2025, the matter was resolved when a Product reimbursement was authorized and issued to you.  Therefore, we believe the issue raised in this matter has now been resolved.  We apologize for any inconvenience this matter has caused you and we appreciate the opportunity to resolve it.  We understand that your time is important, and again apologize for any inconvenience this delay caused you.
  
  If you have any further questions or concerns, you may contact me by email.  I am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m.CST.
  
  Regards,
  
  **** ******
  Asurion, Regulatory Affairs
  Email ****************************************
  

• Initial Complaint

  Date:05/22/2025

  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.

  On March 26, 2025, I filed a claim through Asurion via ************* insurance for water damage to my MacBook. I paid $99 plus tax upfront for the ***air. I dropped off the device at ********** located at *************** and was told the ***air would be completed by Wednesday, April 2.However, on March 31, I received a message stating:Weve shipped your product to our ***air center because we either dont have the parts in stock or the issues are more complicated than expected.On April 8, I received another update:Your ***air is delayed. You should now have it back by Friday, April 18.Then on April 15, I got another delay notification followed by a phone call later that day saying the device was at the ***air center and ready. I picked it up, but it was non-functionalit couldnt connect to Wi-Fi or access any applications. I returned it to ********** the next day, where I was informed the connectors were broken. I left the device there again.On April 23, I contacted Asurion, and a ***resentative filed a new claim (#************). On April 25, I was notified that my product had again been shipped to the ***air center.On April 28, I was told:Your ***air is in progress. You should have it back by Wednesday, May 7.That same day, I received a follow-up call from an **** *** regarding feedback I left. He assured me to expect a resolution within the week & that a ***lacement computer would be the next step. I never heard back.On May 3, I received another message:Your ***air is delayed. You should now have it back by Tuesday, May 13.On May 9, another update:Your ***air is still delayed..As of today, May 19, I have been without a working device for nearly two months. I am a content creator, & this disruption has caused severe impact to my work and income. I currently have neither my original nor a ***lacement computer, and no clear communication on the next steps as Asurion has failed to fulfill warranty obligations.

  Business Response

  Date: 06/04/2025

  June 4, 2025
  
  Royal Brown
  ******************************************
  
  Complaint ID # ********
  
  Dear Royal Brown,
  
  In connection with the above-referenced matter filed with the Better Business Bureau (BBB), we submit the below in response.
  
  In the matter you filed with the BBB, you state:
  
  On March 26, 2025, I filed a claim through ******* via AT&T ****************** for water damage to my MacBook. I paid $99 plus tax upfront for the ***air. I dropped off the device at ********** located at *************** and was told the ***air would be completed by Wednesday, April 2.However, on March 31, I received a message stating: Weve shipped your product to our ***air center because we either dont have the parts in stock or the issues are more complicated than expected. On April 8, I received another update: Your ***air is delayed. You should now have it back by Friday, April 18. Then on April 15, I got another delay notification followed by a phone call later that day saying the device was at the ***air center and ready. I picked it up, but it was non-functionalit couldnt connect to Wi-Fi or access any applications. I returned it to ********** the next day, where I was informed the connectors were broken. I left the device there again. On April 23, I contacted Asurion, and a ***resentative filed a new claim (#************). On April 25, I was notified that my product had again been shipped to the ***air center. On April 28, I was told: Your ***air is in progress. You should have it back by Wednesday, May 7. That same day, I received a follow-up call from an AT&T *** regarding feedback I left. He assured me to expect a resolution within the week & that a ***lacement computer would be the next step. I never heard back. On May 3, I received another message: Your ***air is delayed. You should now have it back by Tuesday, May 13. On May 9, another update: Your ***air is still delayed.. As of today, May 19, I have been without a working device for nearly two months. I am a content creator, & this disruption has caused severe impact to my work and income. I currently have neither my original nor a ***lacement computer,and no clear communication on the next steps as Asurion has failed to fulfill warranty obligations.
  
  The desired resolution listed in your matter is:
  
  Replacement.
  
  Response:
  
  After receiving your matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, amicably resolve your matter.  According to our records, you recently filed a claim for your Apple laptop (the Product) under your AT&T Home Tech Protection plan (the Plan).  The Plan is an optional service contract that provides coverage for the mechanical or electrical failure of your Product caused by defects in materials and/or workmanship; normal wear and tear; dust, heat, or humidity; and power surges.  The Plan also provides coverage for unintentional and accidental damage from handling (ADH) as a result of the normal and customary use of the Product.
  
  You recently filed a claim for your Product due to liquid damage. Unfortunately, the resolution of your claim was delayed due to ***air delays at the service center and multiple unsuccessful ***air attempts.
  
  According to our records,the matter was resolved when a ***lacement Product was shipped and delivered to you on May 29, 2025.
  
  Based on the above, we believe the issue raised in this matter has now been resolved.  We apologize for any inconvenience this matter has caused you and we appreciate the opportunity to resolve it.  Your experience is not ***resentative of the quality of service we strive to provide, and we appreciate the opportunity to review the matter in an effort to continuously improve.
  
  If you have any further questions or concerns, you may contact me by email.  I am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m.CST.
  
  Regards,
  
  ******** *****, Regulatory Complaints
  Email *************************************
  

  Customer Answer

  Date: 06/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Royal *****

• Initial Complaint

  Date:05/18/2025

  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 have been a paying customer of Asurion for approximately 10 years, during which I have paid around $2,000 in total for device protection services. In accordance with their policy, ******* promises to replace insured devices with a like for like replacement in the event of damage or loss.Recently, I filed a claim for my Alienware laptop, a high-performance device known for its premium components and specialized features. However, ******* approved the claim and sent me a refurbished **** laptop that is significantly inferior in terms of performance, build quality, and overall value. When I contacted their customer support, the representative insisted that this was a like for like replacement, despite clear discrepancies in specifications, brand quality, and intended usage.

  Customer Answer

  Date: 05/19/2025

  To 

  Tiffany sharp

  my computer I sent in was a Dell Alienware

  model Alienware 15

  I did ask for it back they refused

  in the email you sent me I did not know where or how to put the company’s name in the model number

   

  Customer Answer

  Date: 05/27/2025

  I would like to know what’s going on with my case you have my personal number my work number is 7692964820 if somebody can call me or send me an email to let me know what’s going on

  Business Response

  Date: 06/16/2025

  June 16, 2025
  
  Arthur Milonas
  3071 Summit Dr.
  Mobile, AL 36618
  
  Re: Case # 23343863
  
  Dear Arthur Milonas,
  
  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 May 17, 2025,
  states:
  
  “I am writing
  to formally file a complaint against Asurion, a company that provides insurance
  for
  electronic
  devices, including laptops and televisions, often in partnership with service
  providers like
  DirecTV.
  
  I have been a
  paying customer of Asurion for approximately 10 years, during which I have paid
  around
  $2,000 in
  total for device protection services. In accordance with their policy, Asurion
  promises to
  replace
  insured devices with a “like for like” replacement in the event of damage or
  loss.
  
  Recently, I
  filed a claim for my Alienware laptop, a high-performance device known for its
  premium
  components
  and specialized features. However, Asurion approved the claim and sent me a
  refurbished
  Acer laptop
  that is significantly inferior in terms of performance, build quality, and
  overall value. When I
  contacted
  their customer support, the representative insisted that this was a “like for
  like” replacement,
  despite clear
  discrepancies in specifications, brand quality, and intended usage.
  
  Asurion has
  refused to offer a comparable replacement or provide any meaningful
  resolution. I believe
  this
  constitutes a breach of contract and a failure to honor the terms of the
  insurance agreement I’ve
  paid into for
  years.
  
  I am seeking
  the following resolution:
  
  A replacement laptop that is truly comparable to the Alienware model I insured (based on
  performance, brand reputation, specifications, and intended use); or
  A full refund of the premiums I have paid into the plan over the last 10 years; or
  A fair and adequate settlement based on the current market value of the insured device.
  
  I hope the
  BBB will assist in resolving this matter. I am also prepared to share
  documentation of my
  claim,
  correspondence with Asurion, and a comparison of the laptop specifications if
  needed.
  
  Thank you for
  your time and assistance.”
  
  The desired resolution listed in your case
  states the following:
  
  “Replacement.”
  
  Response:
  
  Asurion Services, LLC (“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 30, 2015, you enrolled in DIRECTV’s Protection
  Plan Premier with ADH (the “Plan”).  The Plan is an
  optional service contract program (not a plan of insurance) that provides
  service contract coverage in the event a qualifying Premier Product, as defined in the
  Plan, has a mechanical or electrical failure caused by defects in materials
  and/or workmanship; normal wear and tear; dust, heat, or humidity; or power
  surge.  The Plan also includes coverage
  for ADH as a result of normal use of laptops and tablets only.
  
  Our records reflect that on
  March 19, 2025, you filed a claim for a Dell Alienware 15 laptop (the “Product”),
  reporting that the Product was malfunctioning and powering off on its own
  following a software update.  As directed
  by Asurion, you were instructed to send the Product to Asurion’s service depot
  for diagnosis and repair.  On April 9,
  2025, the Product was received at Asurion’s service depot, and it was subsequently
  determined to be unrepairable.  That same
  day, Asurion authorized a replacement product and sent you a link via email
  that included replacement options for your review and selection.  You selected an Acer Aspire 5 laptop (the
  “Replacement Product”) online, and on April 12, 2025, it was delivered to you.
  
  Between April 13, 2025 and
  April 18, 2025, you escalated your concerns multiple times because you believed
  that the Replacement Product you received (Acer Aspire 5) was not comparable to
  the Product (Dell Alienware 15).  You
  requested the return of the Product or a different replacement product.  However, Asurion determined that the Replacement
  Product you received matched the Replacement Product you selected and ordered
  online.
  
  All claim determinations are based
  on 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
  enrollment.  The most pertinent portion of the Plan’s Terms and Conditions
  is included below for your reference:
  
  What
  Is Covered: During the term of this Plan, we
  will provide for the repair or replacement of your DIRECTV System, and
  registered qualifying Premier Product(s) resulting from a breakdown, not to
  exceed our limit of liability. Non-original parts may be used for repair of the
  Premier Product if original parts are unavailable or more costly. At our
  sole discretion, if we determine that we cannot economically service your
  Premier Product as specified in this Plan, we may replace your Premier Product
  with a replacement product of like kind and quality that performs to the
  factory specifications of the original premier product, or we may issue you a
  check for the fair market value of your Premier Product, not to exceed the
  limit of liability as set forth in the Limits of Liability section of this
  Plan. If we provide you with a replacement product under this Plan, we
  reserve the right to retain ownership of your defective product. (emphasis
  added)
  
  Replacement
  Products: We may replace your Premier Product
  with a NEW, REMANUFACTURED, OR A PRODUCT OF LIKE KIND AND QUALITY THAT
  PERFORMS TO THE FACTORY SPECIFICATIONS OF THE ORIGINAL PRODUCT.
  
  Pursuant
  to the Plan’s Terms and Conditions cited above, if the covered product
  experiences a breakdown, Asurion will, at its sole discretion, replace the
  covered product with a replacement product, which is defined as a new,
  remanufactured, or a product of like kind and quality that performs to the
  factory specifications of the original product. 
  After considering your original Product’s age (released in 2015) and
  model type (Dell Alienware 15), we believe the replacement product provided, an
  Acer Aspire 5 (released in 2023), which you directly selected during the claim
  process, was a more than fair replacement.  While we understand this may not be the
  outcome you desired, the Plan’s Terms and Conditions support the determination.
  
  In
  response to your request for a return of the Product, as cited in the Terms and
  Conditions, “If we provide you with a replacement
  product under this Plan, we reserve the right to retain ownership of your
  defective product.”  Therefore, the
  request for a return of the Product to you was denied.  Regarding your request for a full refund of
  the monthly fees, please note that Asurion is unable to refund the monthly fees
  because you received coverage, which included multiple completed claims, in
  accordance with the Plan’s Terms and Conditions.
  
  We
  sincerely apologize for your frustration.  However, the policy guidelines Asurion adhered
  to have been explained in this letter.  Please feel free to contact me if you have any further
  questions.  I am available by email
  Monday through Friday between 9:00 a.m. to 4:00 p.m. CST.
  
  Regards,
  
  Matt
  Ullman
  Asurion,
  Regulatory Affairs                                                                       
  [email protected]
  

  Customer Answer

  Date: 06/27/2025

  Your policy is misleading and they do the easiest way out whatever’s cheaper for them and I asked my old laptop back and they refuse to give it to me