Complaints

This profile includes complaints for N.E.W. Customer Service Companies, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  N.E.W. Customer Service Companies, LLC

  Nashville, TN 37203-3421

  
• 

  Power Plus

  PO Box 1340 Sterling, VA 20167

• 

  N.E.W. Customer Services Companies, LLC

  22660 Executive Dr Ste 122 Sterling, VA 20166

• 

  N.E.W. Customer Services Companies, LLC

  22894 Pacific Blvd Ste 122 Dulles, VA 20166

• 

  N.E.W. Customer Service Companies, LLC

  140 11th Avenue North Nashville, TN 37203

  

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

• Initial Complaint

  Date:05/18/2025

  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 5/8/2025, I took my laptop to ibreakufix to repair a broken hinge and black screen (the broken hinge led to the screen going black). Other than the broken hinge/black screen, my laptop was in pristine/almost brand new condition as I did not use it on a daily basis. I received a call on 5/12/2025 stating that ********** did not have the parts needed for the repair and that I had two choices: 1) have my laptop shipped to their depot center for repair as they would likely have the parts (my laptop would have to undergo a factory reset with this option) or 2) have a replacement laptop sent to me because I am enrolled in their insurance plan for my home devices. I informed the technician that I would like to call Asurion and get more information about what kind of laptop i would receive if i decided to go with the replacement option. I informed the technician that I would call back with a decision. I called Asurion and was informed that the replacement laptop could be a new or a refurbished product. I didn't want to risk getting a refurbished product and I didn't want to factory reset so I decided to obtain my laptop for repair somewhere else. When I contacted ********** to receive my laptop back, I was told that it has been disassembled and is now beyond repair and they are not allowed to return MY LAPTOP THAT I PAID FOR back to me. I have to either get a replacement (equal/similar device) or reimbursement (<25% of what i paid for my laptop). The replacement laptop that was offered has a ***** core 5 processor whereas my laptop has a ***** core 7 processor, which has superior operation and is not equivalent to the replacement laptop being offered (in ***************** I was given the option to have my laptop repaired at their depot center and when I asked for it back, suddenly it's unrepairable. My laptop is my property that I paid for and I want it returned to me. It's unfair & unjust for Asurion to keep my laptop and force a replacement or reimbursement onto me.

  Customer Answer

  Date: 05/21/2025

  Hello, 

  Please find the requested information below:

  1. Retailer where item was purchased - Best Buy

  2. Brand Name - HP

  3. Model - ENVY 360 2-in-1 Intel Evo Core i7. Serial # - CND141DT87

  Please let me know if any further information is needed. Thank you.

   

  Business Response

  Date: 06/26/2025

  June
  26, 2025
  
  Bukola Oriola
  E-mail: [email protected]
  
  Complaint
  ID # 23339980
  
  Dear Bukola Oriola,
  
  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 5/8/2025, I took my laptop to ibreakufix to repair a
  broken hinge and black screen (the broken hinge led to the screen going black).
  Other than the broken hinge/black screen, my laptop was in pristine/almost
  brand new condition as I did not use it on a daily basis. I received a call on
  5/12/2025 stating that ibreakufix did not have the parts needed for the repair
  and that I had two choices: 1) have my laptop shipped to their depot center for
  repair as they would likely have the parts (my laptop would have to undergo a
  factory reset with this option) or 2) have a replacement laptop sent to me
  because I am enrolled in their insurance plan for my home devices. I informed
  the technician that I would like to call Asurion and get more information about
  what kind of laptop i would receive if i decided to go with the replacement
  option. I informed the technician that I would call back with a decision. I
  called Asurion and was informed that the replacement laptop could be a new or a
  refurbished product. I didn't want to risk getting a refurbished product and I
  didn't want to factory reset so I decided to obtain my laptop for repair
  somewhere else. When I contacted ibreakufix to receive my laptop back, I was
  told that it has been disassembled and is now beyond repair and they are not
  allowed to return MY LAPTOP THAT I PAID FOR back to me. I have to either get a
  replacement (equal/similar device) or reimbursement (<25% of what i paid for
  my laptop). The replacement laptop that was offered has a Intel core 5 processor
  whereas my laptop has a Intel core 7 processor, which has superior operation
  and is not equivalent to the replacement laptop being offered (in function
  & cost). I was given the option to have my laptop repaired at their depot
  center and when I asked for it back, suddenly it's unrepairable. My laptop is
  my property that I paid for and I want it returned to me. It's unfair &
  unjust for Asurion to keep my laptop and force a replacement or reimbursement
  onto me.”
  
  The
  desired resolution listed in your matter is:
  
  “My laptop (my property) returned to me with all parts
  included.”
  
  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 Hewlett Packard laptop (the
  “Product”) under your Asurion Home Plus 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.  It also covers
  accidental damage from handling (“ADH”) for specified portable products.
  
  You filed a claim for your
  Product due to ADH and a malfunctioning display.  Unfortunately, the resolution of your claim
  was delayed due to an unsuccessful repair attempt and, subsequently, a dispute
  about the replacement value of your Product, dissatisfaction with the
  replacement product that was offered, and misinformation regarding the status
  of your Product.
  
  According to our records, on
  June 6, 2025, Asurion determined that the Product was still available for
  pickup at the local uBreakiFix store where you had previously submitted it for
  repair.  You subsequently confirmed that
  you picked up the Product on June 7, 2025.  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.  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,
  
  Matt Ullman
  Asurion, Regulatory
  Affairs
  Email [email protected]
  

  Customer Answer

  Date: 06/29/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23339980, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Bukola Oriola

• 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 PURCHASED A PRINTER FROM BJ'S AND A PROTECTION PLAN. ON 1-7-25, SINCE THIS PURCHASE THE PRINTER HAS NOT WORKED CORRECTLY. PRINTER DOES NOT PRINT, IT DES NOT TAKE IN THE ***** CORRECTLY, IF IT PRINTS I PULLS OUT NUMEROUS SHEETS OF *****, CONSTANTLY SAYS TRAY IS OPEN BUT IT IS NOT OPEN, CONSTANTLY SAYS THERE IS A ***** JAM. I WENT TO ASURION WHO IS THE PLAN I PURCHASED, THEY REFUSE TO FIX OR REPLACE MY PRINTER. PRINTER IS ONLY 4 MONTHS OLD AND IS DEFECTIVE SINCE I PURCHASED IT. ASURION WON'T FIX OR REPLACE AND I AM A DISABLED HANDICAP WOMAN LIVING OF SOCIAL SECURITY. I NEED THIS TO BE AT THIS POINT FOR A FULL REFUND INCLUDING THE PROTECTION PLAN REFUNDED. PICTURES BELOW SHOW WHERE I PURCHASED, DATE, TIME, PRICE AND PROTECTION PLAN PURCHASED

  Business Response

  Date: 07/02/2025

  July 2, 2025
  
  ****** ****
  E-mail: ******************************
  
  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 14, 2025,states:
  
  I PURCHASED A PRINTER FROM BJ'S AND A PROTECTION PLAN. ON 1-7-25, SINCE THIS PURCHASE THE PRINTER HAS NOT WORKED CORRECTLY.PRINTER DOES NOT PRINT, IT DES NOT TAKE IN THE ***** CORRECTLY, IF IT PRINTS I PULLS OUT NUMEROUS SHEETS OF *****, CONSTANTLY SAYS TRAY IS OPEN BUT IT IS NOT OPEN, CONSTANTLY SAYS THERE IS A ***** JAM. I WENT TO ASURION WHO IS THE PLAN I PURCHASED, THEY REFUSE TO FIX OR REPLACE MY PRINTER. PRINTER IS ONLY 4 MONTHS OLD AND IS DEFECTIVE SINCE I PURCHASED IT. ASURION WON'T FIX OR REPLACE AND I AM A DISABLED HANDICAP WOMAN LIVING OF SOCIAL SECURITY. I NEED THIS TO BE AT THIS POINT FOR A FULL REFUND INCLUDING THE PROTECTION PLAN REFUNDED. PICTURES BELOW SHOW WHERE I PURCHASED, DATE, TIME, PRICE AND PROTECTION PLAN PURCHASED.
  
  The desired resolution listed in your case states the following:
  
  Refund.
  
  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. Our records confirm that on January 7, 2025, you purchased a *************** printer (the Product) together with a 3-year Protection Plan (the Plan)from BJ's Wholesale Club.  The Plan is an optional service contract which provides coverage for the mechanical or electrical failure or malfunction of the associated covered Product after the manufacturers warranty has expired.
  
  On May 1, 2025, you initiated a claim reporting that the Product was malfunctioning.  The claim was subsequently denied due to the Product being covered under the 1-year manufacturers warranty.
  
  A full and complete copy of the terms and conditions governing your Plan was made available on the date of purchase at the point of sale.  The most pertinent portion of the terms and conditions is included below for your reference:
  
  Term of Coverage:  The term and coverage begins immediately upon the expiration of the manufacturers labor warranty and continues for a period of two (2) or three (3) years, depending on the Plan you purchased.
  
  What is Covered: 
  
  For All Products: This Plan covers replacement costs or parts and labor costs to repair your product in the event the product experiences a breakdown which is not covered under any insurance policy, other warranty or service contract.
  
  Following receipt of the BBB matter,Asurion researched your concerns.  On June 11, 2025, an Asurion Resolution Specialist (**) attempted to contact you via telephone to confirm the Product details but was unsuccessful.  You eventually responded to the email sent by the ** and confirmed the Product details.  You were referred to *************** (the Manufacturer) because the Manufacturers warranty, effective through January 6, 2026, is primarily responsible for mechanical or electrical failure or malfunction that the Product experiences.  You informed the ** that you had contacted *************** for assistance, but the matter went unresolved.
  
   Below is a timeline of your Products coverage:
  
  **************** 1-year manufacturers warranty 1/7/2025 through 1/6/2026 (administered by ***************)
  Asurion 3-year Protection Plan 1/7/2026 through 1/6/2029 (administered by Asurion)
  
  Under the Terms and Conditions, the Plan covers replacement costs or repair costs if the Product experiences a covered breakdown that is not covered under any other warranty, insurance policy, or service plan. You were referred to *************** because the Manufacturers warranty, effective through January 6, 2026, is primarily responsible for all mechanical or electrical failure or malfunction that the Product experiences except for those caused by power surges.  Failures caused by power surges (if applicable) are not covered under a typical manufacturers warranty.  Your Plan provides power surge coverage until the expiration of the Manufacturers warranty, at which time the Plan picks up full coverage for the remaining term of the Plan.
  
  Nevertheless, in order to resolve the matter amicably, on June 25, 2025, ******* authorized a Product reimbursement.  That same day, the $169.99 Product reimbursement was processed for shipping and delivery to you within ten (10) business days.  Therefore, we consider the matter closed.
  
  Regarding your request for a refund of the Plan,please note that Asurion is unable to refund the cost of the Protection Plan because you received coverage, which included a Product reimbursement, in exchange for the purchase of the Plan.
  
  The policy guidelines Asurion adhered to regarding your concerns have been explained in this letter.  If you have any other concerns or questions,please contact the ** directly using the contact information provided, or alternatively, 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,
  
  **** ******
  Asurion, Regulatory Affairs
  Email ****************************************
  

• Initial Complaint

  Date:05/12/2025

  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.

  Have filed a complaint with ******* and made several call with no proper response. Company wants me to actually remove and installed an electrical part. I am not a handy man nor an electrician. I purchase the item (an ************* BBQ grill) and also purchased a protection plan (Order Number: 114-8791546-0530662). The grill is not working and they so far have not sent or schedule a repair service date. Claim number **********.

  Business Response

  Date: 06/03/2025

  June 3, 2025
  
  Sito *******
  **************************************
  *******************
  
  Complaint ID # ********
  
  Dear Sito *******,
  
  In connection with the above-referenced complaint filed with the Better Business Bureau (BBB), we submit the below in response.
  
  In your complaint filed with the BBB on May 12, 2025, you state:
  
  Have filed a complaint with Asurion and made several call with no proper response. Company wants me to actually remove and installed an electrical part. I am not a handy man nor an electrician. I purchase the item (an ************* BBQ grill) and also purchased a protection plan ( Order Number: 114-8791546-0530662). The grill is not working and they so far have not sent or schedule a repair service date. Claim number 1864112930.
  
  The desired resolution listed in your complaint filed with the BBB is:
  
  " Repair; Replacement; Refund.
  
  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.  Our records confirm that on September 19, 2023, you purchased a ************************ grill (the Product)together with a 4-year Protection Plan (the Plan) from **********.  The Plan is an optional service contract that provides coverage for the mechanical or electrical failure or malfunction of the associated covered Product after the manufacturers warranty has expired.  For grills, such as the Product, Asurion facilitates the parts procurement process with the manufacturer, including shipping parts to you.
  
  On April 26, 2025, you filed a claim for the Product due to a malfunctioning heating mechanism.  You were informed that the issue required a parts replacement and requested that you provide the Products model, serial number, and the necessary part details.   You responded on April 30, 2025 with the Products information and its preliminary part number.  However, Asurion required more specific details to submit a parts order, and you were instructed to contact the manufacturer for verification.  On May 5, 2025,after you declined to contact the manufacturer directly as advised, a parts order for a temperature probe was submitted.
  
  Following receipt of the BBB matter, on May 13, 2025 and May 14, 2025, an Asurion Resolution Specialist (**)attempted multiple times to contact you but was unsuccessful.  The ** sent a follow-up email which
  informed you that grills are eligible only for parts orders and not for repair as you had requested.
  
  Following receipt of the ordered part, on May 20, 2025, you informed Asurion that the replacement of the temperature probe did not resolve the issue. Additional parts were ordered; however, some of the required replacement parts were no longer available.  Due to the parts not being available, on May 21, 2025, ******* authorized a Product reimbursement in the form of an electronic gift card (EGC).  That same day, the $399.33 EGC was processed and sent to your email address on file.
  
  Receipt of the above-referenced reimbursement, which reflects the purchase price of the Product before tax,fulfills all of Asurions obligations owed under the Plan.  Therefore, we consider the matter resolved.
  
  If you have any additional questions or concerns, please contact the ** directly using the contact information provided, or alternatively, 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,
  
  **** ******
  Asurion, Regulatory Affairs
  ****************************************
  

  Customer Answer

  Date: 06/04/2025

   
  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,
  
  Sito *******

• Initial Complaint

  Date:05/12/2025

  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 purchased an **** laptop and the proffered Asurion coverage via ****** in October of 2023. My laptop has been rendered unusable because it just cycles on repeatedly when starting up - and then freezes on a blue screen for moments, back to freezing; its very frustrating, because I have twice tried to file a claim with Asurion for repair and although I did attempt to use the manufacturers warranty with **** I am out of warranty and have the proof from ****. Theres no way to upload this to fix the claim or say anything, no way to respond at all to the automated youre under warranty message. Just had to try again, but was again told to contact **** which I did before even contacting ASURION. frazzled nerves because this has been nonstop for 48 hours and I have finals. Thanks for your time.

  Business Response

  Date: 06/02/2025

  June 2, 2025
  
  ***** *******
  ***********************************************
  
  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:
  
  I purchased an ASUS laptop and the proffered Asurion coverage via ****** in October of 2023. My laptop has been rendered unusable because it just cycles on repeatedly when starting up - and then freezes on a blue screen for moments, back to freezing; its very frustrating, because I have twice tried to file a claim with Asurion for repair and although I did attempt to use the manufacturers warranty with **** I am out of warranty and have the proof from ****. Theres no way to upload this to fix the claim or say anything, no way to respond at all to the automated youre under warrantymessage. Just had to try again, but was again told to contact **** which I did before even contacting ASURION. frazzled nerves because this has been nonstop for 48 hours and I have finals. Thanks for your time.
  
  The desired resolution listed in your matter is:
  
  Repair; Replacement; 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 Asus laptop (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 filed a claim for your Product because of issues with the Product starting up and freezing.  Unfortunately, the resolution of your claim was delayed due to a discrepancy between the Product warranty coverage and the Plans coverage.
  
  According to our records,the matter was resolved when a shipping label to send the Product in for repair on May 14, 2025, and a repair of your Product is underway, pending the delivery of the Product to the service center.
  
  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:05/12/2025

  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 purchased a warranty for a phone from Asurion on ******. They won't answer on chat or the phone and it won't let me submit my claim on line. It says having trouble loading each time. I wanted to file a claim for a cracked screen but it won't let.

  Business Response

  Date: 06/02/2025

  June 2, 2025
  
  ******* M. *********
  ***************************************
  
  Complaint ID # ********
  
  Dear ******* M. *********,
  
  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 purchased a warranty for a phone from Asurion on Amazon.They won't answer on chat or the phone and it won't let me submit my claim on line. It says having trouble loading each time. I wanted to file a claim for a cracked screen but it won't let.
  
  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.  In this matter, you stated that you attempted to file a claim for your *************** phone (the Product) under your ************* phone 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 filed a claim for your Product due to ADH.  Unfortunately, the resolution of your claim was delayed due to the issues you experienced filing the claim.
  
  On May 12, 2025, you successfully submitted the claim online.  Asurion authorized a Product reimbursement by electronic gift card (EGC) and instructed you to send the Product to Asurions service depot as a condition of receiving the EGC.  A shipping label was sent to you via the email address on file, *********************************.  As of the date of this letter, the Product has not been received by Asurions service depot.
  
  Following receipt of the BBB matter, between May 12, 2025 and May 26, 2025, an Asurion Resolution Specialist (**) attempted to contact you multiple times to offer assistance but was unable to reach you.  To move forward with resolving your claim, please send the Product to Asurions service depot using the shipping label provided to you.
  
  We regret any inconvenience and frustration this matter may have caused you, and we apologize for the issues you experienced with our website, chat support, and telephone line.
  
  If you need further assistance, please contact the ** using the contact information provided to you,or if you have any other 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:05/12/2025

  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.

  Around 12/17/2024, I put a claim in with Asurion for a non-working e-bike. (proof of email attached).Amazon order# 113-7311598-3308230 After going back and fourth with the Service Center on 2/19/2025 they advised me they were not able to repair the device to OEM standards. (text screenshot attached)Between then and March ******* I reached back out to ******* and let them know I wasn't happy with it not being repaired to OEM specifications and insisted on a refund. They advised me they would put in a refund request and it would take 3 days to process. What they actually did was cancel my original claim and started a new one dated 3/11/2025 (picture attached.)

  Business Response

  Date: 06/06/2025

  June 6, 2025
  
  ****** *****
  **********************************************************************
  
  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:
  
  Around 12/17/2024, I put a claim in with Asurion for a non-working e-bike. (proof of email attached). Amazon order#***-7311598-3308230 After going back and fourth with the Service Center on 2/19/2025 they advised me they were not able to repair the device to OEM standards. (text screenshot attached) Between then and March ******* I reached back out to ******* and let them know I wasn't happy with it not being repaired to OEM specifications and insisted on a refund. They advised me they would put in a refund request and it would take 3 days to process. What they actually did was cancel my original claim and started a new one dated 3/11/2025 (picture attached.)
  
  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 *************** bicycle (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 filed a claim for your Product because it was no longer working.  Unfortunately, the resolution of your claim was delayed due to an issue sourcing the parts necessary to complete the repair of your Product.
  
  According to our records,the matter was resolved when a Product reimbursement was authorized and issued to you on June 5, 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:05/12/2025

  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 bought an Amazon ****** protection plan on my razor scooter for my daughter. I sent it in 2 weeks ago only to receive it back unrepair for a wobbly wheel. I contacted ******* one more time they issued me a new case nj bee and I resubmitted the documents required only to be rejected as not acceptable. These documents are the same as before so not I am at a loss. I need o get a new scooter for my fighter bc it was a present and the warranty is not working. Please help with a resolution.Service request numbers below ********** **********

  Business Response

  Date: 06/02/2025

  June 2, 2025
  
  Roaemarie *******
  *****************************************************************************************
  
  Complaint ID # ********
  
  Dear Roaemarie *******,
  
  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 bought an Amazon ****** protection plan on my razor scooter for my daughter. I sent it in 2 weeks ago only to receive it back unrepair for a wobbly wheel. I contacted ******* one more time they issued me a new case nj bee and I resubmitted the documents required only to be rejected as not acceptable. These documents are the same as before so not I am at a loss. I need o get a new scooter for my fighter bc it was a present and the warranty is not working. Please help with a resolution. Service request numbers below ********** 1863372556.
  
  The desired resolution listed in your matter is:
  
  Billing Adjustment.
  
  Response:
  
  After receiving your matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, amicably resolve your matter.  According to our records, you recently filed a claim for your ************** scooter (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.
  
  You filed a claim for your Product due to malfunctioning wheels. Unfortunately, the resolution of your claim was delayed due to an issue with the documentation provided during the claim process, an unsuccessful repair attempt, and, subsequently, an issue sourcing the parts necessary to complete the repair of your Product.
  
  According to our records, on May 29, 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 ****************************************
  

  Customer Answer

  Date: 06/04/2025

   
  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,
  
  Roaemarie *******

• Initial Complaint

  Date:05/09/2025

  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.

  This issue began in March 2025, when I first submitted a claim with Home Warranty Asurion Appliance+ due to a problem with my refrigerator not cooling or producing ice. Since then, there have been six technician visits from two different companies under claim numbers **********, **********, **********, and **********. Despite the involvement of three different technicians and even a full replacement of the ice-making system, the issue remains unresolved.Ive had multiple conversations with Asurions customer service team, spoken with supervisors, and most recently, ********* from the Connected Home | Advanced Support Team. The proposed solution is yet another technician visit, despite the appliance appearing to be beyond *********'s concerning to experience this level of difficulty in resolving an issue for a product that the warranty service is supposed to cover. I hope this feedback helps improve support processes for future customers.

  Business Response

  Date: 06/02/2025

  June 2, 2025
  
  ******** ******
  **********************************
  
  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:
  
  This issue began in March 2025, when I first submitted a claim with Home Warranty Asurion Appliance+ due to a problem with my refrigerator not cooling or producing ice. Since then, there have been six technician visits from two different companies under claim numbers *********************, **********, and **********. Despite the involvement of three different technicians and even a full replacement of the ice-making system, the issue remains unresolved. Ive had multiple conversations with Asurions customer service team, spoken with supervisors, and most recently, ********* from the Connected Home | Advanced Support Team. The proposed solution is yet another technician visit, despite the appliance appearing to be beyond *********'s concerning to experience this level of difficulty in resolving an issue for a product that the warranty service is supposed to cover. I hope this feedback helps improve support processes for future customers.
  
  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 KitchenAid refridgerator (the Product) under your Appliance+ 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 recently filed a claim for your Product due to cooling issues. Unfortunately, the resolution of your claim was delayed due to multiple unsuccessful repair attempts.
  
  According to our records,the matter was resolved when a Product reimbursement was authorized and issued to you on May 15, 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:05/09/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  in early march i mailed my Apple mac book A2179 Serial no ************, after repair they *** tracking 1ZA3V5130198004145 back to me. I was notified of the delivery on 03/28/25but there was nothing there. per *** Picture it was not my house and per there gps drop off location it was not my house. I immediately called *** for them to retrieve item which they tried to do but was unable to retrieve my item. They informed me i would need to have the shipper submit claim to them for lost package. I contacted Asurian and was met with allot of resistance most people just saying tracking shows it got there. Finally someone made a claim for me told me file a police report which i did. Miami dade county police Case: PD250411106769. when i gave them info got very blunt messages back you need finalized report within 60 days. Well getting documents from ***************** is not easy i have been waiting for them to respond to my request for a "finalized" copy of report i was able to make an appt to go into a center to get a copy of it on May 16 keep in mind i now have to drive 1.5 hours a way to get a copy from the records division . Asurion just doesn't seem to care or want to help in what is a simple claim to *** since they already admitted that it was lost Acount under wife ***** Osturkan

  Business Response

  Date: 05/20/2025

  May 20, 2025
  
  ******* *****
  20616 NE 5th Pl.
  ***************
  
  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:
  
  In early march i mailed my Apple mac book A2179 Serial no ************, after repair they *** tracking 1ZA3V5130198004145 back to me. I was notified of the delivery on 03/28/25but there was nothing there. per *** Picture it was not my house and per there gps drop off location it was not my house. I immediately called *** for them to retrieve item which they tried to do but was unable to retrieve my item. They informed me i would need to have the shipper submit claim to them for lost package. I contacted Asurian and was met with allot of resistance most people just saying tracking shows it got there. Finally someone made a claim for me told me file a police report which i did. Miami dade county police Case: PD250411106769. when i gave them info got very blunt messages back you need finalized report within 60 days. Well getting documents from ***************** is not easy i have been waiting for them to respond to my request for a "finalized" copy of report i was able to make an appt to go into a center to get a copy of it on May 16 keep in mind i now have to drive 1.5 hours a way to get a copy from the records division .Asurion just doesn't seem to care or want to help in what is a simple claim to *** since they already admitted that it was lost Acount under wife ***** Osturkan.
  
  The desired resolution listed in your matter is:
  
  Replacement; Refund; Contact by the business.
  
  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 MacBook laptop (the Product) under your AT&T HomeTech 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) for certain portable products as a result of the normal and customary use of the Product.
  
  You filed a claim for your Product due to liquid damage caused by ADH. Unfortunately, the resolution of your claim was delayed due to the Product being lost in transit during its return to you following a repair.
  
  According to our records, on May 10, 2025, the matter was resolved when a Product reimbursement was authorized and issued to you, together with a courtesy refund of the service fee.  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:05/08/2025

  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.

  Was told I needed a picture of a television with the screen turned on to approve my claim. However, the reason the claim is was submitted was for a burnt out backlight. The requested documentation was impossible to provide and my claim was denied.

  Customer Answer

  Date: 05/08/2025

  Brand hisense 

  model-70A6G

  S/N:70G2142A4H02491
  

  Business Response

  Date: 05/28/2025

  May 28, 2025
  
  ***** ********
  *********************
  *********************
  
  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:
  
  Was told I needed a picture of a television with the screen turned on to approve my claim. However, the reason the claim is was submitted was for a burnt out backlight. The requested documentation was impossible to provide and my claim was denied.
  
  The desired resolution listed in your matter is:
  
  Replacement; Repair; Exchange.
  
  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 ********** (the Product) under your ******* Home Device ******************** plan (the Plan).  The Plan is an optional service contract that provides coverage for eligible products associated with the customers residential address in the event they experience a mechanical or electrical failure 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) for specified portable products as a result of normal and customary use.
  
  You filed a claim for your Product due to a burnt-out backlight, which caused the screen to malfunction.  Unfortunately, the resolution of your claim was delayed due to issues with the documentation provided during the claim process and a discrepancy with the Products failure reason.
  
  According to our records, on May 9, 2025, the matter was resolved when an Asurion Resolution Specialist (**) assisted you with correctly refiling and completing a claim, and a replacement Product was subsequently shipped and delivered 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 still need assistance, please contact the ** directly using the contact information provided, or alternatively, 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,
  
  **** ******
  Asurion, Regulatory Affairs
  Email ****************************************