Extended Warranty Contract Service Companies
N.E.W. Customer Service Companies, LLCImportant information
- Customer Complaint:
BBB has received the following information from the business.
Known for pioneering cellphone insurance, Asurion has evolved to support all the essential devices that power people’s lives —tablets, computers, TVs, game consoles, smart speakers, fitness trackers, video doorbells, major appliances, and nearly everything in between. Asurion partners with leading wireless carriers, cable companies, tech manufacturers, retailers, and more to help solve customers’ tech challenges. From setting up new devices to troubleshooting everyday issues to providing high quality repairs and replacements, Asurion provides tech care across the full device journey.
Asurion’s network includes nearly 9,000 experts available to assist customers by phone or chat, an industry-best supply chain delivering the fastest possible replacement devices, nearly 700 uBreakiFix by Asurion stores offering walk-in repair services in communities nationwide, and nearly 400 “We Come to You” repair vans bringing tech fixes straight to customers’ doorsteps.
Specific services vary by partner and plan. Learn more at asurion.com.
Asurion would like to resolve customers’ concerns before filing complaints with the BBB. Customers can contact Asurion at 615-445-1641.
Additional resources are available below:
To file or track a claim for any plan (mobile or connected home) visit asurion.com/claims
Direct support numbers for larger partners are available below:
Verizon: 888-881-2622
AT&T: 888-562-8662
Amazon: 866-551-5924
Asurion Home+: 844-529-2692
Samsung: 877-841-1138
Cricket: 855-309-8342
uBreakiFix: 877-320-2237
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
Customer Complaints Summary
- 1,650 total complaints in the last 3 years.
- 423 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/08/2025
Type:Service or Repair IssuesStatus: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 sent my laptop off to have it fixed, the touch screen and mouse pad stopped working. I received the laptop back and the lap top not only was the laptop not fixed, it came back worse with giant bubbles on the screen and the screen is drawing boxes. I called Asurion back, they said I would have to keep sending it back. This is completely unacceptable and has cost me money from working. I have a work trip in 2 days that is costing me to go buy another laptop. At this point, it is clear I have been scammed as I read hundreds of other similar issues.I want the cost of the laptop, warranty and tax refunded.Customer Answer
Date: 05/08/2025
The brand is a ************** purchased from Staples in ******* WV in July 2023. The serial number is ********. I am now 6 days without working (I work from home) and with no pay. I leave this Sunday May 11, 2025 for a work trip that has been booked and paid for (non refundable travel) and will not return until very late Friday May16. I leave again, same scenario as above, Sunday May 18 and will not return until very late Friday May 23. I can provide documentation for both trips in the forms of hotel bookings and receipts dated and time stamped in my email. I have no choice but to go buy a laptop today to avoid more missed pay and unprofessionalism. Yesterday, I called Asurion back -- let's hope they record their phone calls and can provide it. The customer service was horrible. It was a different process this time since it was for the same claim. They sent me a form I had to drive to get printed and upload via my cell phone. I was told once they reviewed it, which can take 1 to 5 business days, I would hear back. This is completely unacceptable and after searching complaints, it seems this is a common theme with this company. I contacted the retailer I purchased it from, who are just amazing and apologized several times. I only contacted them to let them know my experience so they can be aware this is not a consumer friendly service they should offer their customers. Here I am on day 8 with no working lap top and a warranty I paid for that is clearly useless.
Customer Answer
Date: 05/08/2025
Today I was sent an automated email from ******* asking for receipt of purchase and a claim form I already submitted twice. Communication via phone is impossible as I keep getting transferred snd "disconnected". I was told it will take another up to 5 business days for them to review my claim of them sending my laptop back in worse shape, before they will tell me what I need to do. I am gone out of state the next 14 days for work trips and have already given them an opportunity to fix it. They are now costing me even more money to have purchased a new laptop.Customer Answer
Date: 05/08/2025
After I called and was transferred 3 times, someone told me I had to restart a new claim. I explained I cannot postpone a work trip for this again as I will not be home to receive the item to verify it is working, they should not have blatantly lied to me the first time and actually fixed it. Now, when I am filling out the receipt information which is correct, their system will not accept it and customer service says there is nothing they can do.Business Response
Date: 06/02/2025
June 2, 2025
****** *******
**************
******, WV 25813
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 7, 2025 states:
I sent my laptop off to have it fixed, the touch screen and mouse pad stopped working. I received the laptop back and the lap top not only was the laptop not fixed, it came back worse with giant bubbles on the screen and the screen is drawing boxes. I called Asurion back, they said I would have to keep sending it back. This is completely unacceptable and has cost me money from working. I have a work trip in 2 days that is costing me to go buy another laptop. At this point, it is clear I have been scammed as I read hundreds of other similar issues. I want the cost of the laptop, warranty and tax refunded.
The desired resolution states the following:
Refund.
Response:
Since receiving the case you filed with the BBB, we received the letter dated May 14, 2025, enclosing the matter you filed with the ************************************ (the Office) regarding the same concerns listed above. Attached is Asurions response submitted to the Office on May ******* regarding the matter.
Regards,
*** Chanchampa
Asurion,Regulatory Affairs
Email: ***********************Customer Answer
Date: 06/03/2025
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. Please note that in order to get the remedy I did receive, I initiated the assistance of my purchasing location and invested entirely too much work into this. I purchased a new laptop out of pocket, was reimbursed the purchase price less sales tax. It was an awful and time consuming experience to which I will never use this product again. It is cheaper to just replace a laptop than to have a company lie about fixing it.
Sincerely,
****** *******Initial Complaint
Date:05/08/2025
Type:Product IssuesStatus: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 am writing to formally express my deep frustration regarding a recent purchase I made through my ******** account on 04/21/2025. I ordered five wedding bands and added a protection plan for each band, paid for them in full using my personal account, and had them shipped to my ****** sister as a convenience so he would not see the bands or the box it came in. Despite my being the purchaser, the protection plan was incorrectly registered under her namesolely because she was the shipping recipient. Not only does this not make any sense, it was never something I asked for directly.When I contacted Asurion to correct this error, I was told that the only way to update or access the protection plan was to have my fiancs sister call in and transfer ownership to me. This proposed resolution is not only unreasonableit is fundamentally flawed. The protection plan should never have been addressed to the recipient of the package, but rather to the purchaser whose name, account, and payment details were tied to the transaction.Both ******** and Asurion have been uncooperative and difficult to work with throughout this process. I have provided ample proof that I was the buyer, yet I was denied the basic ability to manage the protection plan I paid for. The lack of accountability and customer care I experienced is completely *************** a result, I have made the decision to return all five rings and will no longer be doing business with ******** or *******. What should have been a joyful and simple purchase has turned into an unnecessarily frustrating ordeal. While I understand that my one purchase wont affect the entire business as a whole, its important to note that this experience should have never happened.I expect a formal acknowledgment of this complaint and a serious review of how customer ownership and protection plans are handled, particularly when the purchaser and recipient differ.Customer Answer
Date: 05/08/2025
The initial message contained a lot of the information already requested as well as the order number. This was purchased at ******** and it was for jewelry protection insurance on 5 wedding bands I purchased for my soon to be husband. There is no serial number or model number I ca provide to you as one was not provided to be. Additionally, the only brand I can associate this with is the ******** brand.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 am writing to formally express my deep frustration regarding a recent purchase I made through my ******** account on 04/21/2025. I ordered five wedding bands and added a protection plan for each band, paid for them in full using my personal account, and had them shipped to my ****** sister as a convenience so he would not see the bands or the box it came in.Despite my being the purchaser, the protection plan was incorrectly registered under her namesolely because she was the shipping recipient. Not only does this not make any sense, it was never something I asked for directly. When I contacted Asurion to correct this error, I was told that the only way to update or access the protection plan was to have my fiancs sister call in and transfer ownership to me. This proposed resolution is not only unreasonableit is fundamentally flawed. The protection plan should never have been addressed to the recipient of the package, but rather to the purchaser whose name,account, and payment details were tied to the transaction. Both ******** and ******* have been uncooperative and difficult to work with throughout this process. I have provided ample proof that I was the buyer, yet I was denied the basic ability to manage the protection plan I paid for. The lack of accountability and customer care I experienced is completely unacceptable. As a result, I have made the decision to return all five rings and will no longer be doing business with ******** or *******. What should have been a joyful and simple purchase has turned into an unnecessarily frustrating ordeal. While I understand that my one purchase wont affect the entire business as a whole,its important to note that this experience should have never happened. I expect a formal acknowledgment of this complaint and a serious review of how customer ownership and protection plans are handled, particularly when the purchaser and recipient differ.
The desired resolution listed in your matter is:
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 contacted ******* regarding a registration discrepancy with the purchase of your five (5) rings (the Products) and their associated **** ****** protection plans (the Plans). The Plans are optional service contracts that provide coverage for the mechanical or electrical failure of your Products caused by defects in materials and/or workmanship; normal wear and tear; dust, heat, or humidity; and power surges.
According to our records,the matter was resolved when a member of our team discussed the matter with you, and as requested, the Plans were terminated and refunded on May 9, 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:05/07/2025
Type:Service or Repair IssuesStatus: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 October 13, 2020 I purchased a 5 year Asurion Warranty with my Vocopro Microphone System from ************* in ******, **. On March 5, 2025, I submitted a claim. I have sent my product in multiple times already, still unrepaired. Excuses are still made regarding serial numbers not matching. This business should have covered my microphone system because the warranty covers the entire system, but they continue to say that it's two systems. I've spoken to ******* and even had the ************* representative who sold me the system and warranty to speak to them. The ************* Representative spoke to one of the supervisors, informing him that this warranty covered the 8 channel mic system, even though it came in 2 boxes, but one system. He even told him to look on the ************* Website for clarification: Item #*********. Everytime it seems that they understood, once I shipped it back it was returned unrepaired. They try to make exhausted by continuing to have you send your product back stating that it will be repaired. They even stated that they have "three attempts" to fix it before a buyout is given. I spoken to several supervisors and even the claims review department. I've submitted pictures of my Vocopro System along with the receipt. I paid $548.62 for this system. and ****** for the warranty for a total of $698.61. I told them if they're unable to fix it, they're supposed to give me the money back that was spent on the system, this is in their policy. They keep refusing to cover my purcahse. After stating that it was being repaired, I recieved it today, stated that one of the receivers was covered, but the other wasn't. Their reason is different serial numbers on the products. The ************* of Mobile, AL explained to them that that system as a whole unit wasn't serialized, only individual parts. I've explained repeatedly, but they refuse to listen. However, they allowed the warranty to be sold. I'm attaching a more detailed list.Business Response
Date: 05/20/2025
May 20, 2025
***** *******
E-mail: *******************************************************
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:
On October 13, 2020 I purchased a 5 year Asurion Warranty with my Vocopro Microphone System from ************* in ******, **. On March ******, I submitted a claim. I have sent my product in multiple times already,still unrepaired. Excuses are still made regarding serial numbers not matching.This business should have covered my microphone system because the warranty covers the entire system, but they continue to say that it's two systems. I've spoken to ******* and even had the ************* representative who sold me the system and warranty to speak to them. The ************* Representative spoke to one of the supervisors, informing him that this warranty covered the 8 channel mic system, even though it came in 2 boxes, but one system. He even told him to look on the ************* Website for clarification: Item #*********. Everytime it seems that they understood, once I shipped it back it was returned unrepaired. They try to make exhausted by continuing to have you send your product back stating that it will be repaired. They even stated that they have "three attempts" to fix it before a buyout is given. I spoken to several supervisors and even the claims review department. I've submitted pictures of my Vocopro System along with the receipt. I paid $548.62 for this system. and ****** for the warranty for a total of $698.61. I told them if they're unable to fix it, they're supposed to give me the money back that was spent on the system, this is in their policy. They keep refusing to cover my purcahse.After stating that it was being repaired, I recieved it today, stated that one of the receivers was covered, but the other wasn't. Their reason is different serial numbers on the products. The ************* of Mobile, AL explained to them that that system as a whole unit wasn't serialized, only individual parts.I've explained repeatedly, but they refuse to listen. However, they allowed the warranty to be sold. I'm attaching a more detailed list.
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 Vocopro microphone system (the Product) under your ************* 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 discrepancy between the Product information in our records and the Product information provided during the claim process, as the Product included several parts purchased as one Product under one Plan. Unfortunately, this led to multiple uncompleted repairs.
According to our records, on May 13, 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: 05/22/2025
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,
***** *******Initial Complaint
Date:05/05/2025
Type:Customer Service IssuesStatus: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'm trying to use my insurance policy to replace a shorted portable amp. The website my claim is in progress but the one email reply I got said it's been closed and to call customer service without providing any more info nor a phone a number I can use. Then they stopped replying to my emails entirely it's almost been 30 days at this point.Business Response
Date: 05/27/2025
May 27, 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'm trying to use my insurance policy to replace a shorted portable amp. The website my claim is in progress but the one email reply I got said it's been closed and to call customer service without providing any more info nor a phone a number I can use. Then they stopped replying to my emails entirely it's almost been 30 days at this point.
The desired resolution listed in your matter is:
Finish the Job.
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 ****** amplifier (the Product) under your ************* 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 an online claim for your Product due to malfunction. Unfortunately, the resolution of your claim was delayed due to an issue processing your claim.
According to our records, on May 2, 2025, the matter was resolved when ******* 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. As of the date of this letter, we are awaiting receipt of the Product in order to proceed with the Product reimbursement.
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:05/05/2025
Type:Service or Repair IssuesStatus: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 am writing to express my deep dissatisfaction with the service and handling of my warranty claim for an ** washer purchased in June 2023. This unit is covered under a warranty administered by your company on behalf of ***Over the past month and a half, an Asurion-authorized technician has visited my home four times to address ongoing issues with the washer. Most recently, the drain pump was replaced. Shortly after that repair, the washer began leaking significantly, to the point where water penetrated the floor and caused damage to my basement ceiling and walls.During the most recent visit, the technician verbally stated that the washer was a lemon, but informed me that he was instructed to report it as a plumbing issue rather than a mechanical failureacknowledging that this was to avoid Asurion having to cover the resulting property damage. I find this deeply concerning and *************** confirm the root cause, I hired a licensed plumber, who inspected the system and verified that there is no plumbing issue. The leak is directly connected to the washer itself, and it began only after the fourth technician visit and the drain pump ********* a result, I have now incurred out-of-pocket costs for the plumbing inspection and am facing repair costs for the damage caused by the washers leakdamages that would not have occurred had the unit been properly repaired or replaced earlier in the process. I expect Asurion to take full accountability for the product failure and resulting damage.I am requesting immediate action: either a full replacement of the washer or a refund, and reimbursement for the costs I have incurred as a result of the leak and misdiagnosis. I have documented evidence of the technicians visits, the plumbers findings, and the property damage.I trust Asurion will resolve this promptly and responsibly.Business Response
Date: 06/04/2025
June 4, 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 am writing to express my deep dissatisfaction with the service and handling of my warranty claim for an ** washer purchased in June 2023. This unit is covered under a warranty administered by your company on behalf of **. Over the past month and a half, an Asurion-authorized technician has visited my home four times to address ongoing issues with the washer. Most recently, the drain pump was replaced. Shortly after that repair, the washer began leaking significantly, to the point where water penetrated the floor and caused damage to my basement ceiling and walls. During the most recent visit,the technician verbally stated that the washer was a lemon, but informed me that he was instructed to report it as a plumbing issue rather than a mechanical failureacknowledging that this was to avoid Asurion having to cover the resulting property damage. I find this deeply concerning and *************** confirm the root cause, I hired a licensed plumber, who inspected the system and verified that there is no plumbing issue. The leak is directly connected to the washer itself, and it began only after the fourth technician visit and the drain pump repair. As a result, I have now incurred out-of-pocket costs for the plumbing inspection and am facing repair costs for the damage caused by the washers leakdamages that would not have occurred had the unit been properly repaired or replaced earlier in the process. I expect ******* to take full accountability for the product failure and resulting damage. I am requesting immediate action: either a full replacement of the washer or a refund, and reimbursement for the costs I have incurred as a result of the leak and misdiagnosis. I have documented evidence of the technicians visits, the plumbers findings, and the property damage. I trust Asurion will resolve this promptly and responsibly.
The desired resolution listed in your matter is:
Either a full replacement of the washer or a refund, and reimbursement for the costs I have incurred as a result of the leak and misdiagnosis.
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 ** washer (the Product) under your ** 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.
At this time, we are still working on a resolution and will contact you once the matter has been resolved. Please accept our sincerest apology for any inconvenience this may have caused as we work through a resolution to bring the matter to a satisfactory conclusion.
In the meantime, if you need assistance or have any 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
Email ****************************************Customer Answer
Date: 06/20/2025
The issue is not resolved as they are passing the blame from company to company please reopen the caseInitial Complaint
Date:05/05/2025
Type:Product IssuesStatus: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 claim was filed late January 2025 for a broken washer which fell under the 5 year warranty. ******* scheduled for a repair but parts were not available, so they were sent to the home. One piece was received and the repair company indicated the remaining part was unavailable. The only reason we found out was by calling both ******* and the repair company over several weeks. We were notified a refund was sent to us, per the attached photo, but nothing has been received. We are now in May, with a new washer and not refund check sent.Customer Answer
Date: 05/05/2025
Maytag dishwasher purchased in 2020 from ********** with a 5 year protection plan.Business Response
Date: 05/20/2025
May 20, 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:
A claim was filed late January 2025 for a broken washer which fell under the 5 year warranty. ******* scheduled for a repair but parts were not available, so they were sent to the home. One piece was received and the repair company indicated the remaining part was unavailable. The only reason we found out was by calling both ******* and the repair company over several weeks. We were notified a refund was sent to us, per the attached photo, but nothing has been received. We are now in May, with a new washer and not refund check sent.
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 Maytag washer (the Product) under your ********** 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 an issue sourcing the parts necessary to complete the repair of your Product and, subsequently, a delay in re-issuing the Product reimbursement check when it was not received.
According to our records, on May 7, 2025, the matter was resolved when a Product reimbursement check was re-issued to you, which you confirmed receipt of on May 12, 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. 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:05/05/2025
Type:Service or Repair IssuesStatus: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.
1. MacBook Pro Repair Gone Wrong (Approx. Value: $1,700)I submitted a claim through ****************** service for my 2017 MacBook Pro due to battery issues. ******* instructed me to bring the laptop to one of their authorized repair centers. However, without my knowledge or consent, the repair shop replaced not only the battery, but also the logic boardunnecessarily. This replacement altered the internal serial number of my MacBook, rendering the device ineligible for any further support or repair through *****. Worse, the logic board they installed was under remote management of ************************, further limiting the device. Now, neither ***** nor Asurion will take responsibility or support the device, effectively leaving me with a $1,700 loss.2. iPhone 12 Replacement Flagged as Lost/Stolen (Approx. Value of $830)In October 2023, I filed a claim for a damaged iPhone ****************************************************************** March 2024, I attempted to trade in that replacement device during a promotional upgrade with **** (iPhone 12 for a free iPhone 16). However, I was told that the **** of the replacement iPhone Asurion provided had been previously reported lost or stolenwhile under T-Mobile. Because of this, my trade-in was denied, and I lost the promotional value of the upgrade. I now have an iPhone 16 I had to pay for in full and cannot return due to being past the return window.Resolution Requested:I am requesting reimbursement or fair compensation for:The value of my MacBook Pro, which is no longer usable or repairable due to Asurions unauthorized and harmful repair process.The loss of trade-in value due to Asurion issuing a previously blacklisted iPhone 12.Ive attempted to resolve these issues through proper channels, but Asurion has not taken responsibility. I would appreciate support from the BBB to help mediate this complaint and find a fair resolution.Business Response
Date: 05/30/2025
May 30, 2025
***** *******
E-mail: *******************************
Re: Case # ********
Dear ***** *******,
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 1, 2025, states:
1.MacBook Pro Repair Gone Wrong (Approx. Value: $1,700) I submitted a claim through ****************** service for my 2017 MacBook Pro due to battery issues. ******* instructed me to bring the laptop to one of their authorized repair centers. However, without my knowledge or consent, the repair shop replaced not only the battery, but also the logic boardunnecessarily. This replacement altered the internal serial number of my MacBook, rendering the device ineligible for any further support or repair through *****. Worse, the logic board they installed was under remote management of ***********************, further limiting the device. Now, neither ***** nor Asurion will take responsibility or support the device, effectively leaving me with a $1,700 loss.
2.iPhone 12 Replacement Flagged as Lost/Stolen (Approx. Value of $830) In October 2023, I filed a claim for a damaged iPhone ****************************************************************** March 2024, I attempted to trade in that replacement device during a promotional upgrade with AT&T (iPhone 12 for a free iPhone 16). However, I was told that the **** of the replacement iPhone Asurion provided had been previously reported lost or stolenwhile under T-Mobile. Because of this, my trade-in was denied, and I lost the promotional value of the upgrade. I now have an iPhone 16 I had to pay for in full and cannot return due to being past the return window.
Resolution Requested: I am requesting reimbursement or fair compensation for: The value of my MacBook Pro, which is no longer usable or repairable due to Asurions unauthorized and harmful repair process. The loss of trade-in value due to ******* issuing a previously blacklisted iPhone 12. Ive attempted to resolve these issues through proper channels, but Asurion has not taken responsibility.I would appreciate support from the BBB to help mediate this complaint and find a fair resolution.
The desired resolution listed in your case states the following:
Refund; Replacement.
Response:
Our records reflect that you filed claims under two (2) separate programs: AT&T Protect Advantage for 4 (PA4) and AT&T HomeTech Protection (AT&T HTP). For ease of reading, we will summarize your claim history by program:
PA4:
Asurion Protective Services, LLC ("Asurion") is the licensed insurance agent and claims administrator for the AT&T Protect Advantage for 4 ("PA4") program, which is an optional device ********************** program available to AT&T's post-paid customers. *** provides coverage for up to four (4) eligible devices, including certain non-connected devices such as a Wi-Fi tablet or laptop, in the event they are lost, stolen, damaged, or experience an out-of-warranty malfunction. PA4 also includes Protech technical support. Customers can file a claim by calling Asurion's toll-free number at ************** or by going online at **********************************************; On November 25, 2017, you enrolled the wireless account in PA4, and it remains enrolled.
On September 20, 2023, you completed a claim for a damaged Apple iPhone 12 (128GB)(Claimed Device) for the wireless number ending in 5449. During the claim process, you accepted the terms of the claim and authorized the $200 replacement deductible billed to the wireless account. On September 21, 2023,an Apple iPhone 12 (128GB) (Replacement Device) was delivered to you at the address you provided.
On June 26, 2024, the Replacement Device was reported as stolen to AT&T. AT&T systematically blocklisted the Claimed Device to prevent unauthorized use, which is a routine practice for devices that are reported lost, stolen, or unrecoverable.
Following receipt of the matter, Asurion confirmed that AT&T had previously unblocklisted the Replacement Device. If you are still experiencing issues with blocklisting of the Replacement Device, we kindly ask that you contact AT&T directly to address those concerns.
AT&T HTP:
Separately,on August 25, 2024, you enrolled in the AT&T HTP program. AT&T HTP is an optional service contract program (it is not a plan of insurance) that provides service contract coverage for an unlimited number of eligible consumer home electronics. Specifically, AT&T HTP covers home office, home entertainment, smart home, and personal wearable products in the event one of those products experiences a covered breakdown.
On May 2, 2024, you filed a claim for an Apple Macbook Pro laptop (the Product)due to a rapidly draining battery. You satisfied the required service fee and were instructed to visit your local uBreakiFix ("UBIF") to resume your claim. On May 10, 2024, UBIF completed the repair.
On May 14, 2024, you reported that the Products battery was still rapidly draining and it was overheating. Asurion instructed you to send the Product to Asurions service depot, where it was received on May 21, 2024. The Product was successfully repaired and returned to you on May 29, 2024.
You did not contact Asurion again regarding the Product until December 29, 2024,when you filed a claim due to malfunction. Asurion instructed you to send the Product to Asurions service depot,where it was received on January 3, 2025. Unfortunately, a message appeared on the Products screen, requiring a login ID and password to access it. Therefore, the Product was deemed ineligible for service and returned to you unrepaired.
On January 29, 2025, you filed a new claim, stating that when the Product was repaired in May 2024, the motherboard was replaced, after which the serial number was different, and the screen reflected that it was remotely managed by an account other than yours. On May ******, you provided the Proof of Purchase and requested a reimbursement, which you reported went unresolved.
Following receipt of this matter, Asurion researched your concerns. To resolve the matter, between May 15, 2025 and May 26, 2025, an Asurion Resolution Specialist (**) informed you via email that ******* had authorized a $465.24 Product reimbursement based on the replacement value, age, and condition of the Product immediately before the breakdown, in accordance with the Plans Terms and Conditions. In addition, Asurion authorized a courtesy refund of the $218 service fee, for a total reimbursement of $693.24. As of the date of this letter, you have not responded to the **.
If you wish to move forward with accepting the Product reimbursement, please contact the ** using the contact information provided to you. 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 Complaints
Email ****************************************Customer Answer
Date: 05/30/2025
Complaint: 23275206Hi ****,
Thank you for your detailed response. I want to clarify that I am the individual who originally filed this complaint with the BBB, and this is the first time Ive received any direct communication regarding potential resolution. It appears previous outreach may have been directed to ******, but I was not informed or included in that correspondence.
I am rejecting the offer because of the following:
Regarding the iPhone 12:
There seems to be a misunderstanding. The replacement device provided by ******* had previously been under a T-Mobile contract and was reported lost or stolen during that time. As a result, the device remains listed as previously blacklisted and unusablenot only for trade-in purposes but also for prepaid ****.
I confirmed with ***** that this issue stems from Asurion distributing a flagged device. (An Asurion representative also acknowledged that the **** was listed as previously reported stolen under T-Mobile.) I was never made aware of this prior status, which violates the eligibility terms for trade-in promotions. I only discovered this when AT&T denied the trade-in during a promotional upgrade.
Had I known the device had any history of being lost or stolen, I would have requested a clean replacement. Because of this omission, I was forced to purchase an iPhone 16 in full, losing out on the promotion. I am requesting reimbursement of approximately $800, the cost of the iPhone 16 that I would not have bought under normal circumstances.
Regarding the MacBook Pro:
I appreciate that a reimbursement offer was made, and Im open to continuing the conversation. However, I do not believe the current amount$693.24fully reflects the value lost.
The laptop, which I purchased new for $1,700 with a custom 16GB RAM upgrade, became ineligible for Apple support due to an unauthorized logic board replacement that I was never informed of. This issue only surfaced when the device was reset and we discovered it was remotely managed by ************************
Because this repair action altered the serial number and removed my ability to use, sell, or service the laptop, I believe additional compensation is warranted. The current offer does not account for the full loss of value caused directly by the undisclosed repair.
In Summary:
While I appreciate Asurions willingness to offer reimbursement for the MacBook and the refund of the service fee, Im hoping we can continue working toward a resolution that also acknowledges the iPhone 12 issue and better reflects the total losses Ive experienced.
Im not rejecting the offer entirelyIm seeking a more comprehensive and fair resolution, and I would like to work directly with you to find it. Please let me know how best to proceed.Sincerely,
***** *******Initial Complaint
Date:05/04/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased home plus insurance to cover my electonics and need to file a claim. They will not let me file a claim unless I upload my drivers license or passport which I will not do as I am concerned about identity theft. I told them I can show them my license when I take my laptop to get repaired but they won't do that. I would like my 7 months worth of payments back or my laptop fixed.Customer Answer
Date: 05/05/2025
Asurion HomePlus
************
*******************
************
Under my phone number ************
Business Response
Date: 05/30/2025
May 30, 2025
**** ****
*************************************************************************************************************
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:
Purchased home plus insurance to cover my electonics and need to file a claim. They will not let me file a claim unless I upload my drivers license or passport which I will not do as I am concerned about identity theft. I told them I can show them my license when I take my laptop to get repaired but they won't do that. I would like my 7 months worth of payments back or my laptop fixed.
The desired resolution listed in your case states the following:
Repair.
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 related to the Asurion Home+ plan (the Plan) that you enrolled in on October 21, 2024. 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 customers 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 specified portable products.
The Plans Terms and Conditions, which were available to you prior to your enrollment and emailed to you following your enrollment state the following:
VI. HOW TO MAKE A CLAIM: In the event your covered product experiences a breakdown,at least thirty-one (31) days after the term begins, you may file a claim by going online to *************************************** twenty-four (24) hours a day, seven (7) days a week or by calling **************, twenty-four (24) hours a day,seven (7) days a week. You must file your claim with us prior to having service for coverage to apply; all repairs or replacements must be authorized in advance. Unauthorized repairs or replacements may not be covered. If your covered product requires service, a service fee for each approved claim may apply, as described in VIII. We may require you to fill out a claim facilitation form, and/or provide a copy of your State or Federal issued photo ****, other than a professional or student license or ****, prior to receiving ********************** or replacement or reimbursement for the covered product. Any abuse of this Plan by you, or discovery by us of fraud or material misrepresentation in the presentation of a claim including but not limited to filing a claim for a product not belonging to you,may result in claim denial and/or cancellation of this Plan as set forth in Section XV. The cost to repair or replace the covered product cannot exceed the available balance of funds under the aggregate claim limit as set forth in Section X. All claims under this Plan must be reported to us within sixty (60) days after cancellation of this Plan. (emphasis added.)
On April 29, 2025, you filed a claim for a *************** laptop (the Product), reporting that it would not turn on. During the claim process, you were advised that a complete claim facilitation form (***), which included a photocopy of a government-issued photo ID, was required to proceed with the claim process. Please note that the claim documentation process assists Asurion with identifying the specific details of the covered product and its breakdown and also serves to provide verification of the Plan holder. The claim documentation process is not meant to be an inconvenience but is in place as a security measure to verify the plan holder, prevent unauthorized claim activity by others on the account and to allow for the swift completion of a customers claim. Asurions goal is to make the claim process quick and easy for its customers while also ensuring reasonable security measures (such as account verification/validation) are undertaken to protect Plan holders. However, you later expressed your security concerns with providing the required photocopy of your government-issued ****
As indicated above, a ***, along with a copy of a state or federal- issued photo ****, may be required prior to receiving service or replacement/reimbursement of the Product. Although you declined to submit a copy of your **** due to your security concerns, we wish to assure you that Asurion has a robust security program in place that uses appropriate technical, administrative, and physical controls to protect all personal data against from accidental or unlawful destruction,loss, disclosure, alteration or use. If you wish, you can learn more about this in Asurions Privacy Notice available at Privacy Notice | Asurion.
Following receipt of this matter, on May 20, 2025, an Asurion Resolution Specialist (RS) contacted you to address your concerns and offered to waive the **** requirement as a one-time courtesy and informed you that the *** would still be required in order to move forward with the claim.
At this time, the claim is still pending the *** requirement. If you would like to move forward with the claim, please provide the required ***. If you have any additional questions or claim concerns, please contact the ** directly using the contact information provided.
Regards,
******** *****, Regulatory Complaints
Email *************************************Initial Complaint
Date:05/04/2025
Type:Service or Repair IssuesStatus: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 *******'s Total Home Protection Insurance through ******* for $25 a month back in October. They said they would prepare or replace any electronic item in the house and it would be very quick. In early April, my laptop stopped working. I filed a claim, paid $100 fee and gave them my laptop. They said they would have repair or replace in about 5-6 days. it has now been 3+ weeks and now they say May 9. Every week i get an update saying it will take longer. I already had to buy a new laptop because 4 weeks without one does not work.I feel like it should have been replaced or I should have been given a check to replace well before 3+ weeks. the entire program seems to not be what I paid for, so i am requesting the $100 plus the $25 a month back, since they did not live up to what I was paying for. I already cancelled the program moving forward. I also want the laptop back, repaired, or a replacement laptop/check ASAP.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 Asurian's Total Home Protection Insurance through ******* for $25 a month back in October. They said they would prepare or replace any electronic item in the house and it would be very quick. In early April, my laptop stopped working. I filed a claim, paid $100 fee and gave them my laptop. They said they would have repair or replace in about 5-6 ******* has now been 3+ weeks and now they say May 9. Every week i get an update saying it will take longer. I already had to buy a new laptop because 4 weeks without one does not work. I feel like it should have been replaced or I should have been given a check to replace well before 3+ weeks. the entire program seems to not be what I paid for, so i am requesting the $100 plus the $25 a month back, since they did not live up to what I was paying for. I already cancelled the program moving forward. I also want the laptop back, repaired, or a replacement laptop/check ASAP.
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 ******* laptop (the Product) under your ******* Home Device Protect 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 issues powering on. 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 your Product was successfully repaired on May ******.
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:05/02/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On or about April 3rd 2025 I filed a Warranty claim with *******. I purchased a 85" TV through ***** on ********************, *****, and bought a 3 yr warranty. They selected a contractor to do the work and they arboout 4hour drive away from my address. Well fast forward and multiple calls to BOTH parties, nothing has been accomplished. as of May 1 2025Business Response
Date: 05/21/2025
May 21, 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:
On or about April 3rd 2025 I filed a Warranty claim with Asurian. I purchased a 85" TV through ***** on ********************, *****, and bought a 3 yr warranty. They selected a contractor to do the work and they arboout 4hour drive away from my address. Well fast forward and multiple calls to BOTH parties, nothing has been accomplished. as of May 1 2025.
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 85 ************ (the Product) under your Army and Air Force Exchange Service 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 power issues. 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 May 6, 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.
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 *************************************
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