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

  
• 

  N.E.W. Customer Services Companies, LLC

  22660 Executive Dr Ste 122 Sterling, VA 20166

• 

  N.E.W. Customer Service Companies, LLC

  140 11th Avenue North Nashville, TN 37203

  
• 

  N.E.W. Customer Service Companies, LLC

  82 Totowa Road Wayne, NJ 07470

• 

  Power Plus

  PO Box 1340 Sterling, VA 20167

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:04/22/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  their website refuses to allow me to file any sort of claims for the past 2 years and any time i actually get in contact with someone, they'll say they can't help or it's closing time and ignore me. this has resulted in me losing a few thousand in unredeemed warranties and their support team refuse to help me in any way.

  Customer Answer

  Date: 04/22/2025

  I purchased this item on ****** as stated above.

  The Brand name is BLU( Bold Like Us), included is the invoice of purchase, i have no serial number attached.

  Business Response

  Date: 05/19/2025

  May 19, 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:
  
  Their website refuses to allow me to file any sort of claims for the past 2 years and any time i actually get in contact with someone,they'll say they can't help or it's closing time and ignore me. this has resulted in me losing a few thousand in unredeemed warranties and their support team refuse to help me in any way.
  
  The additional information you provided regarding this matter states the following:
  
  "I purchased this item on ****** as stated above.  The Brand name is BLU( Bold Like Us), included is the invoice of purchase, i have no serial number 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 your matter, you recently attempted to file a claim for your Bold Like Us smartphone (the Product) and/or other products 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.
  
  Unfortunately, the resolution has been delayed due to issues with registering the Product and filing a claim via the Asurion website or by telephone.
  
  Following receipt of the BBB matter, between May 2, 2025 and May 12, 2025, an Asurion Resolution Specialist (**) attempted to contact you multiple times to offer assistance but was unable to reach you.  On May 16, 2025,the ** was able to reach you via telephone, but the call was disconnected.  If you still need assistance, please contact the ** directly using the contact information provided, or alternatively, if you have any other questions or concerns, 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: 05/19/2025

   
  Complaint: 23189358
  
  I am rejecting this response because: the business refuses to follow it's own Policy coverage which states " When does my plan start?
  Your plan begins after the manufacturers warranty ends and continues for the period indicated on your order confirmation email."

  The company refuses to accept that they have to pay out for any damage under my plan and without listening to me, automatically assume any damage is from something that isn't covered to avoid fulfilling their services.
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 05/30/2025

  Please review the attached document for Asurion's response to your complaint.

• Initial Complaint

  Date:04/16/2025

  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.

  UNDER NO CIRCUMSTANCES SHOULD YOU PURCHASE THE ** EXTENDED WARRANTY PLAN!This has been an UTTERLY FRUSTRATING and UNACCEPTABLE ordeal. My washing machine broke down on March 18th. I waited nearly three weeks TWENTY DAYS for a repair. When the assigned repair company went on a ten-day vacation, ** REFUSED to send an alternative. Finally, on April 8th, a "new" motor was installed. Upon attempting to do laundry, the ** App indicates this "new" motor is NOT FUNCTIONING it's a faulty part!The company's response? They will NOT dispatch another repair technician. This is not merely poor service; it is a deeply DISAPPOINTING business practice. I was even informed by a representative that some customers endure SIXTY DAYS without a resolution and without complaint. Sixty days! This is completely unreasonable.Let me be absolutely clear: DO NOT BUY THE ** EXTENDED WARRANTY. It is a complete waste of money and offers no real support when you encounter issues. Their service is remarkably inadequate, and they demonstrate a shocking disregard for customer inconvenience. Avoid this warranty at all costs.

  Business Response

  Date: 04/25/2025

  April 25, 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:
  
  UNDER NO CIRCUMSTANCES SHOULD YOU PURCHASE THE ** EXTENDED WARRANTY PLAN! This has been an UTTERLY FRUSTRATING and UNACCEPTABLE ordeal. My washing machine broke down on March 18th. I waited nearly three weeks TWENTY DAYS for a repair. When the assigned repair company went on a ten-day vacation, ** REFUSED to send an alternative. Finally, on April 8th, a "new" motor was installed. Upon attempting to do laundry, the ** App indicates this "new" motor is NOT FUNCTIONING it's a faulty part!The company's response? They will NOT dispatch another repair technician. This is not merely poor service; it is a deeply DISAPPOINTING business practice. I was even informed by a representative that some customers endure SIXTY DAYS without a resolution and without complaint. Sixty days! This is completely unreasonable. Let me be absolutely clear: DO NOT BUY THE ** EXTENDED *********************** is a complete waste of money and offers no real support when you encounter issues. Their service is remarkably inadequate, and they demonstrate a shocking disregard for customer inconvenience. Avoid this warranty at all costs.
  
  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 ** 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 an oil leak. Unfortunately, the resolution of your claim was delayed due to scheduling issues and, subsequently, an unsuccessful repair attempt.
  
  According to our records, on April 17, 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.  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. 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: 04/26/2025

   
  Complaint: 23178564
  
  I am rejecting this response because: I am writing to formally respond to Asurion's response to my complaint regarding my claim. While I acknowledge that a product reimbursement was eventually issued on April 17, 2025, I find Asurion's response to be inadequate and dismissive of the significant inconvenience and hardship I endured due to the company's mishandling of my claim.

  
  Specifically, I would like to emphasize the following points. Asurion's response acknowledges the "delayed resolution" and "unsuccessful repair attempt." However, it fails to adequately address the extent of these delays and the impact they had on my household. I was without a functioning washer for an unreasonable period, causing significant disruption to my daily life. The scheduling issues and the unsuccessful repair attempt demonstrate a lack of efficiency and competence on Asurion's part. The apology provided by Mr. ****** is generic and insincere. Simply stating that my experience is "not representative" of Asurion's service is insufficient. I expect a more concrete acknowledgment of the specific failures in my case and a genuine expression of remorse for the inconvenience caused. Asurion's response focuses solely on the eventual reimbursement. It completely ignores the other costs and consequences I incurred, including: Time spent dealing with Asurion customer service (multiple phone calls, emails, etc.). The cost and inconvenience of having to use alternative laundry methods. During the period my washer was out of service, I incurred expenses for both a laundry service and trips to a laundromat. The frustration and stress caused by the lack of a functioning appliance and the company's poor handling of the situation.

  
  While I appreciate the eventual reimbursement for the product, it does not fully compensate me for the losses and inconvenience I suffered. Therefore, I request the following additional compensation: $300 for the documented costs associated with using alternative laundry methods during the period my washer was out of service. This includes laundry service fees, laundromat fees, travel expenses, and any other related costs. $300 as compensation for the significant time and inconvenience I experienced due to Asurion's delays and poor customer service. This amount reflects the time spent contacting Asurion, scheduling appointments, and dealing with the disruption to my household.
  

  I believe this additional compensation is fair and reasonable, given the extent of the inconvenience and hardship I experienced. I urge Asurion to reconsider its position and provide a more equitable resolution to this matter. I look forward to a prompt and satisfactory response.

  
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 05/05/2025

  May 5, 2025
  
  ******** ******
  E-mail: ***********************************
  
  Complaint ID # ********
  
  Dear ******** ******,
  
  I am writing in response to the rebuttal you filed with the Better Business Bureau (BBB) regarding Asurions response to the above-referenced matter.
  
  Your rebuttal filed with the BBB on April 29, 2025 states:
  
  I am writing to formally respond to Asurion's response to my complaint regarding my claim.While I acknowledge that a product reimbursement was eventually issued on April 17, 2025, I find Asurion's response to be inadequate and dismissive of the significant inconvenience and hardship I endured due to the company's mishandling of my claim.
  
  Specifically, I would like to emphasize the following points. Asurion's response acknowledges the "delayed resolution" and "unsuccessful repair attempt." However, it fails to adequately address the extent of these delays and the impact they had on my household. I was without a functioning washer for an unreasonable period, causing significant disruption to my daily life. The scheduling issues and the unsuccessful repair attempt demonstrate a lack of efficiency and competence on Asurion's part. The apology provided by Mr. ****** is generic and insincere.Simply stating that my experience is "not representative" of Asurion's service is insufficient. I expect a more concrete acknowledgment of the specific failures in my case and a genuine expression of remorse for the inconvenience caused. Asurion's response focuses solely on the eventual reimbursement. It completely ignores the other costs and consequences I incurred, including: Time spent dealing with Asurion customer service (multiple phone calls, emails, etc.). The cost and inconvenience of having to use alternative laundry methods. During the period my washer was out of service, I incurred expenses for both a laundry service and trips to a laundromat. The frustration and stress caused by the lack of a functioning appliance and the company's poor handling of the situation.
  
  While I appreciate the eventual reimbursement for the product, it does not fully compensate me for the losses and inconvenience I suffered. Therefore, I request the following additional compensation: $300 for the documented costs associated with using alternative laundry methods during the period my washer was out of service. This includes laundry service fees, laundromat fees, travel expenses,and any other related costs. $300 as compensation for the significant time and inconvenience I experienced due to Asurion's delays and poor customer service.This amount reflects the time spent contacting Asurion, scheduling appointments, and dealing with the disruption to my household.
  
  I believe this additional compensation is fair and reasonable, given the extent of the inconvenience and hardship I experienced. I urge Asurion to reconsider its position and provide a more equitable resolution to this matter. I look forward to a prompt and satisfactory response.
  
  Response:
  
  In regard to your request for compensation, we note that all claim determinations are based upon the Plans Terms and Conditions. The most pertinent portion of the Plans Terms and Conditions is included below for your reference:
  
  WHAT IS NOT COVERED:
  7.Consequential or incidental damages, including but not limited to: loss of use,loss of business, loss of profits, loss of data, down-time and charges for time and effort, except as otherwise stated herein;
  
  Pursuant to the Terms and Conditions cited above, the Plan excludes compensation for, Consequential or incidental damages,including but not limited to: loss of use, loss of business, loss of profits,loss of data, down-time and charges for time and effort.  Therefore, your request for compensation for costs associated with using alternative laundry methods and the time and inconvenience you experienced is denied.
  
  While we sincerely apologize again for the inconvenience you may have experienced because of this matter, although we cannot meet your desired resolution, we will therefore consider this matter closed.
  
  Regards,
  
  **** ******
  Asurion, Regulatory Affairs
  Email ****************************************
  

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23178564
  
  I am rejecting this response.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:04/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have purchased my ** Profile Appliances at ********** Sep 14, 2020 which were installed Nov 19, 2020 . I purchase a 5 YEAR PROTECTION PLAN and filed a claim with scam and fraudulent insurer ASURION for my dishwasher and was rejected the claim after the stupid customer service *** kept me in a call for 30 minutes wasting my time when she knew from the very beginning, she will reject my claim as she is instructed to do. I paid 295+295+115+160=$865 in insurance premiums to Asurion via ********** and never filed a claim for any appliance since 2020. Recently the Dishwasher control panel edge broke leaving enough room for water to enter the electric section of the dishwasher and potentially electrocute me putting my lives and my pets at risk. After researching online, I determined that this dishwasher part (GE profile) has been defective for several GE Profile customers so I opened the claim and the stupid, incompetent and unqualified Asurion customer service *** trained to reject claims told me 'your appliance works and the ********** policy ONLY covers electrical breakdown'. This is a clear example of consumer abuse and fraud by ******* collecting insurance premiums under a 'protection plan' and never paying insurance claims. I have had a prior set of ** Profile appliances from 2005 to 2020 with a different insurer and never a claim was rejected as Asurion did. I formally request the $155 reimbursement of the part and $125 the service fee in order to prevent me take legal action against this corrupt insurer. I am also opening a claim with the ************************** and the ************************** for insurance fraud and abuse.

  Business Response

  Date: 04/25/2025

  April 25, 2025
  
  ***** *******
  **************************************
  
  Re:Case #********
  
  Dear ***** *******,
  
  In connection with the above-referenced complaint filed with the Better Business Bureau (BBB), we submit the below in response.
  
  The complaint you filed with the BBB on April 7, 2025, states:
  
  "I have purchased my GE Profile Appliances at ********** Sep 14, 2020 which were installed Nov 19, 2020 . I purchase a 5 YEAR PROTECTION PLAN and filed a claim with scam and fraudulent insurer ASURION for my dishwasher and was rejected the claim after the stupid customer service *** kept me in a call for 30 minutes wasting my time when she knew from the very beginning, she will reject my claim as she is instructed to do. I paid 295+295+115+160=$865 in insurance premiums to Asurion via ********** and never filed a claim for any appliance since 2020. Recently the Dishwasher control panel edge broke leaving enough room for water to enter the electric section of the dishwasher and potentially electrocute me putting my lives and my pets at risk. After researching online, I determined that this dishwasher part (GE profile) has been defective for several GE Profile customers so I opened the claim and the stupid, incompetent and unqualified Asurion customer service *** trained to reject claims told me 'your appliance works and the ********** policy ONLY covers electrical breakdown'. This is a clear example of consumer abuse and fraud by ******* collecting insurance premiums under a 'protection plan' and never paying insurance claims. I have had a prior set of ** Profile appliances from 2005 to 2020 with a different insurer and never a claim was rejected as Asurion did. I formally request the $155 reimbursement of the part and $125 the service fee in order to prevent me take legal action against this corrupt insurer. I am also opening a claim with the ************************** and the ************************** for insurance fraud and abuse.
  
  The following is the desired resolution listed in your complaint:
  
  I request the reimbursement of Service call and Dishwasher Part to GE Appliances.
  
  Response:
  
  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 14, 2020, you purchased a **************** dishwasher (the Product)together with a 5-year Protection Plan (the Plan) from The **********.  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.
  
  On March 23, 2025, you initiated a claim because the Products trim on both ends of the top of the door was becoming unattached.  After troubleshooting of the Product was performed, the claim was denied due to physical damage, which is a non-covered failure, and you were referred to the manufacturer for further assistance.
  
  A full and complete copy of the Terms and Conditions governing your Plan was made available to you on the date of purchase at the point of sale.  The most pertinent portion of the terms and conditions is included below for your reference:
  
  Definitions:(4) breakdown refers to the mechanical or electrical failure of the products caused by: a) defects in materials/and or workmanship, b) normal wear and tear c) dust, heat, or humidity, and d) power surges;
  
  What is Covered: This Plan covers the cost of parts and labor to ***air your product in the event your product experiences a breakdown, which is not concurrently covered under any insurance policy or any other service contract.
  
              WHAT IS NOT COVERED:
              (3) Damage from abuse,misuse, introduction of foreign objects into the product, unauthorized product          modifications or alterations;
  (14) Cosmetic damage and problems due to improper and/or nonfactory authorized installation or ***airs;
  
  Your Plan - contract number **********,purchased on September 14, 2020 - provided coverage for qualifying ***airs or ***lacement of the Product until the expiration of the Plan.  However, based on the evidence presented, including Asurions assessment of the videos you provided, it was determined that the issue resulted from physical damage to the Products trim.  In addition, the Products broken trim is considered cosmetic damage, as it does not affect the Products functionality, which you confirmed. As such, pursuant to the Terms and Conditions cited above, the claim denial for your Product is upheld.
  
  Also pursuant to the Terms and Conditions cited above, the Plan excludes compensation for unauthorized product modifications or alterations, which includes unauthorized ***airs.  Therefore, your request for reimbursement for the unauthorized ***air and the cost of the Product part ***lacement is denied.
  
  The policy guidelines Asurion adhered to regarding your concerns have been explained in this letter.  Please feel free to contact me if you have any other concerns or questions.  I am available by email Monday through Friday from the hours of 9:00 a.m. to 4:00 p.m. CST.
  
  Regards,
  **** ******
  Asurion,Regulatory Affairs
  Email: ****************************************
  

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23172031
  
  I am rejecting this response because:

  I will file a complaint to the ******************* and ************************** for fraud and misleading business practices of Asurion. first of all they offer a 5Y warranty that overlaps with manufacturer warranty so this is a mistatement as the 1 years is not wven covered by Asurion. second, the 5Year protection is not advertised as mechanical breakdown so it is just misleading advertising aimed at consumer fraud. Third, Asurion put my life and mg per life at risk by not replacing a part that had enough room to let water in a causing an elwcteocution. Be prepared to defend your corrupt and fraudulent insurance  practicies with the office of *** attorney General of NY. 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 05/05/2025

  May 5, 2025
  
  ***** *******
  **************************************
  
  Re:Case #********
  
  Dear ***** *******,
  
  I am writing in response to the rebuttal you filed with the Better Business Bureau (BBB) regarding Asurions response to the above-referenced matter.
  
  Your rebuttal filed with the BBB on April 29, 2025, states:
  
  I will file a complaint to the ******************* and NY *********************** for fraud and misleading business practices of Asurion.first of all they offer a 5Y warranty that overlaps with manufacturer warranty so this is a mistatement as the 1 years is not wven covered by Asurion. second,the 5Year protection is not advertised as mechanical breakdown so it is just misleading advertising aimed at consumer fraud. Third, Asurion put my life and mg per life at risk by not replacing a part that had enough room to let water in a causing an elwcteocution. Be prepared to defend your corrupt and fraudulent insurance  practicies with the office of thw attorney General of NY.
  
  Response:
  
  In response to your concerns regarding the Plans term of coverage, the most pertinent portion of the Plans Terms and Conditions is included below for your reference: 
  
  Repair Plan for ***** Appliances:
  
  This Plan includes the following enhanced coverage from the date you purchased the Plan (unless otherwise noted) until the applicable Plan expires:
  
  Food Spoilage You will be eligible to receive reimbursement for food losses resulting from a reported breakdown of your refrigerator or freezer up to $300.00 per incident. Documented proof of loss will be required.
  Surge protection.
  Preventative Maintenance Parts Reimbursement: You will be eligible to receive reimbursement of 50% of the actual amount paid for select preventative maintenance parts on your product (including air filters, aluminum vents, coil brushes, dryer lint brushes, washer fresheners, hoses, water filters and water lines) purchased at ********** ************ (*** or **********) retail locations, online at *************, or on the ********** ************ (THD or **********) mobile application. Contact Asurion at 800-HOMEDEPOT *************) to file a claim for this benefit. You will be required to provide ******* with a copy of the sales receipt to obtain reimbursement. Retailer will not apply the aforementioned reimbursement amount to the purchase of these products in its stores, on its website or using its mobile applications.
  Cosmetic Parts Reimbursement: You will be eligible to receive reimbursement of 50% of the actual amount paid for select cosmetic parts related to the product (including, drip pans, freezer and refrigerator shelves and drawers, range and oven knobs, range heating elements or grates and trim kits) purchased at ********** ***********. (*** or **********) retail locations, online at *************, on the ********** ***********. (THD or **********) mobile application, or from any other supplier of cosmetic parts. Contact Asurion at 800-HOMEDEPOT *************) to file a claim for this benefit. You will be required to provide Asurion with a copy of the sales receipt to obtain the reimbursement.
  Reimbursement Cap: You may not be reimbursed for more than $500.00 for all preventative maintenance and cosmetic parts reimbursements during the term of the Plan.
  No Claim Reward- three (3) and five (5) year Plans: Upon expiration of your Plan, you will be eligible to receive a reimbursement of 30% of the price of your Plan exclusive of taxes provided you have not made any service claims. Contact Asurion to claim this benefit within sixty (60) days of the expiration of your Plan. This benefit is only available for ***** Appliances. NOTE: Claims for reimbursement for Preventative Maintenance Parts or Cosmetic Parts do not constitute a service claim.
  Fix It Fast Program: In the event your product is not repaired within seven (7) days of the initial servicer diagnosis of the breakdown, you are eligible for a one-time payment of $50.00 during the term of this Plan. This benefit begins upon expiration of the manufacturers labor warranty. Contact Asurion at *********************** to file a claim for this benefit.
  
  Term of Coverage: The term of your Plan commences upon the date of purchase of the product and continues for a period of three (3) or five (5) years, depending on the Plan purchased, as indicated on the sales receipt. Coverage for some of the above additional benefits begin on the date of purchase of the product; all other coverage begins upon the expiration of the manufacturers warranty. The Plan is inclusive of the manufacturers warranty; it does not replace the manufacturers warranty, but provides certain additional benefits during the term of the manufacturers warranty. After the manufacturers warranty expires,the Plan continues to provide some of the manufacturers benefits as well as certain additional benefits listed within the Plans terms and conditions. Plan coverage remains in effect throughout the end of your term, unless cancelled or fulfilled pursuant to the provisions below. In the event your product is being serviced by an authorized service center when the Plan expires, the term of the Plan will be extended until the covered repair has been completed.
  
  Your Plan, contract number **********,purchased on September 14, 2020, provides coverage for qualifying repairs or replacement of the Products until the expiration of the Plan, which will be at midnight on September 13, 2025.  As highlighted above, coverage under the Plan began on the date of purchase. ******* provides certain benefits commencing on the date of purchase and during the term of the manufacturers warranty, and then provides additional coverage following the expiration of the manufacturers warranty.  However, all coverage ceases five (5) years from the date of purchase, which, again, will be September 13,2025.
  
  As stated in our previous response, it was determined that the issue resulted from physical damage to the Products trim, which is not covered by the Plan.  In addition, the Products broken trim is considered cosmetic damage, as it does not affect the Products functionality,which you confirmed.  As such, pursuant to the Terms and Conditions cited above, the claim denial for your Product is upheld.
  
  Although we cannot meet your desired resolution, we will consider this matter closed based on the above.
  
  Regards,
  
  **** ******
  Asurion, Regulatory Affairs
  Email ****************************************
  

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23172031
  
  I am rejecting this response because:
  
  I am filing a formal conplaint to the NY attorney general for consumer abuse and fraud.
  

  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:04/14/2025

  Type:Order 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.

  Im not sure the address for Asurion Service ********** or ** premium care plan that's using Asurion service ***************** for my ** front loader washing machine warranty. I purchased a 3-year warranty on for $200.41. Plan dates 7/8/2024-7/72027. Plan # ********, coverage ** front loader washing machine. Model #WM3700HVA, Serial #************. I've contacted Aurion through several phone calls and a total of "14 e-mails" for them to send someone out for repairs! The claim # is **********. I have called the service number at ************ only to reach a foreign country I believe. Could hardly understand them and I have called several times. They had promise to call me back which they never did. They asked me to send proof of washer purchase, proof of the warranty plan purchase, I had to send in multiple photos of the machine, and also filled out their claim facilitation form and sent all back to them through the emails. Emails just keep coming back saying they need more information, so I just keep sending them the information they request but have gotten nowhere since my first claim on March 14th 2025. If they do not figure out a way to get this claim through and someone out to look at my washing machine for repairs located at ************************************************************************ then they need to reimburse me for the 3-year coverage plan that I paid for with check number 889 on June 3, 2024 for $200 41.

• Initial Complaint

  Date:04/10/2025

  Type:Order 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.

  My device had been damaged so I filed a claim on March 1st 2025. My warranty was set to expire March 6th 2025. I sent in the device that was associated with the one on my warranty. However, I received an email saying my claim was denied because I sent in the wrong device. I disputed this fact saying it was indeed the correct phone, but Asurion told me it wasn't the phone. They said they would send the device back to me and that I could confirm that the device is correct and send it back to the company to refile a claim. I waited for a tracking number or anything of the sort to be sent to me and nothing. I called on March 11th to see if there were any updates, but nothing. They claimed they would reach out to the department and request a tracking. I tried again on March 21st and spoke to the supervisor again, same answer and no response. Called again on March 26th. Same thing. They would email the department and send me a tracking within 48 hours. It's now April 4th 2025 and currently on the phone with a supervisor as he tries to reach the department to get a tracking. It's almost been 30 days and I may not be able to re-file a claim losing out on my claim refund. This IS RIDICULOUS!

  Customer Answer

  Date: 04/10/2025

  Yes the place of purchase was BackMarket my cell phone carrier is T-Mobile. The number associated with my account is ************ and the Service request number is **********

  Business Response

  Date: 05/09/2025

  May 9, 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:
  
  My device had been damaged so I filed a claim on March 1st 2025. My warranty was set to expire March 6th 2025. I sent in the device that was associated with the one on my warranty. However, I received an email saying my claim was denied because I sent in the wrong device. I disputed this fact saying it was indeed the correct phone, but Asurion told me it wasn't the phone. They said they would send the device back to me and that I could confirm that the device is correct and send it back to the company to refile a claim. I waited for a tracking number or anything of the sort to be sent to me and nothing. I called on March 11th to see if there were any updates, but nothing.They claimed they would reach out to the department and request a tracking. I tried again on March 21st and spoke to the supervisor again, same answer and no response. Called again on March 26th. Same thing. They would email the department and send me a tracking within 48 hours. It's now April 4th 2025 and currently on the phone with a supervisor as he tries to reach the department to get a tracking. It's almost been 30 days and I may not be able to re-file a claim losing out on my claim refund. This IS RIDICULOUS!
  
  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 ******* Galaxy S20 FE 5G (128GB) (the Product) under your Back Market 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 because the Product you sent to Asurions service depot for repair did not match the one registered on your account.  Due to the discrepancy, the product was returned to you.  However,unfortunately, it was not successfully delivered.
  
  According to our records, on April 22, 2025, the matter was resolved when a Product reimbursement by check was authorized and issued to you for shipping and delivery within ten (10) business days.  Therefore, we believe the issue raised in this matter has now been resolved.  We apologize for any inconvenience this matter has caused you, and we appreciate the opportunity to resolve it.
  
  If you have any further questions or concerns, you may contact me by email.  I am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m.CST.
  
  Regards,
  
  **** ******
  Asurion, Regulatory Affairs
  Email ****************************************
  

  Customer Answer

  Date: 05/09/2025

   
  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. The matter was resolved

  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:04/10/2025

  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.

  We purchased a TV with warranty through Asurion which is valid through July of this year. I submitted a claim on 2/11/25 and we were told that service needed to evaluate/replace parts before they'd consider replacing the TV. The outsourced company told me by phone the part would be in within a week or two. After a month we reached out again and were told theyd get back to us the following week and never did. Another week went by and since I was not able to get in touch with customer service I got through to tech support who indicated that service said someone would reach out to us a week later. It has now been a couple of weeks and we still have not heard from service at ******* or the tech they outsourced. We are going on nearly two months since having submitted the claim and they do not make any effort to resolve our claim. At this point we are looking to get a replacement TV since it seems as though weve already been made to wait nearly two months for a repair to no avail.

  Customer Answer

  Date: 04/11/2025

  Clarification requested:

  Retailer where TV was Purchased: BJ's, Hudson, MA 01749

  Brand: *******

  Model# **PFL4864/F7

  Serial# **************

  Business Response

  Date: 05/08/2025

  May 8, 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:
  
  We purchased a TV with warranty through Asurion which is valid through July of this year. I submitted a claim on 2/11/25 and we were told that service needed to evaluate/replace parts before they'd consider replacing the TV. The outsourced company told me by phone the part would be in within a week or two. After a month we reached out again and were told theyd get back to us the following week and never did. Another week went by and since I was not able to get in touch with customer service I got through to tech support who indicated that service said someone would reach out to us a week later. It has now been a couple of weeks and we still have not heard from service at ******* or the tech they outsourced. We are going on nearly two months since having submitted the claim and they do not make any effort to resolve our claim. At this point we are looking to get a replacement TV since it seems as though weve already been made to wait nearly two months for a repair to no avail.
  
  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 ******* LED TV (the Product) under your BJs ************** protection plan (the Plan).  The Plan is an optional service contract that provides coverage for the mechanical or electrical failure of your Product caused by defects in materials and/or workmanship; normal wear and tear; dust, heat, or humidity;and power surges.
  
  You filed a claim for your Product due to a malfunctioning screen. Unfortunately, the resolution of your claim was delayed due to issues scheduling service and sourcing all the parts necessary to complete the repair of your Product.
  
  According to our records, on April 28, 2025, the matter was resolved when a Product reimbursement was authorized and issued to you.  Therefore, we believe the issue raised in this matter has now been resolved. 
  
  We apologize for any inconvenience this matter has caused you, and we appreciate the opportunity to resolve it.  We understand that your time is important, and again apologize for any inconvenience this delay caused you.
  
  If you have any further questions or concerns, you may contact me by email.  I am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m.CST.
  
  Regards,
  
  **** ******
  Asurion, Regulatory Affairs
  Email ****************************************
  

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have ******* home coverage that I have paid monthly for over 2 years. The first time I am trying to use it I have had to submit my claim over 8 times and they continue to ask me for the same documents and photos. When I call Customer Service I get someone from another country and they continue to tell me to resubmit the same documents. I just want my TV repaired for the monthly payments I have made for this home coverage. If not I believe this is a scam and needs to be shut down.

  Customer Answer

  Date: 04/10/2025

  I have sent the corrected information they requested more than 5 times and they keep asking me to resend the aame information. I

  This TV was purchased from *******

  The brand name is ************ -     Roku TV is the program

  The serial number is *************
  The Model number is WR55UX4212

  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:
  
  I have Asurion home coverage that I have paid monthly for over 2 years. The first time I am trying to use it I have had to submit my claim over 8 times and they continue to ask me for the same documents and photos. When I call Customer Service I get someone from another country and they continue to tell me to resubmit the same documents. I just want my TV repaired for the monthly payments I have made for this home coverage. If not I believe this is a scam and needs to be shut down.
  
  The desired resolution listed in your matter is:
  
  Repair.
  
  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 55 ***************** (the Product) under your Asurion Home+ 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 the screen went black. Unfortunately, the resolution of your claim was delayed due to an issue with the documentation provided during the claim process.
  
  According to our records,the matter was resolved when, upon receipt of the required documents, your claim was approved and a replacement Product was shipped to you, on May 20,2025.
  
  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:04/10/2025

  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.

  We purchased the *************** Plan from ******* on 1/9/2025 for $133.35. We opened a claim on 2/18/25, and on Friday, 2/21/25, a repair technician from Peninsula Appliance was supposed to come and fix the dishwasher. This first claim cost $49. I was not told that it was an evaluation, but that the technician would come with the parts needed to complete the repair. We waited 3 hours into our designated appointment window, only for the technician to just come in, take pictures of our dishwasher's serial numbers, and leave without any further explanation. One week later, I called about the status and was told that our parts were backordered. Two weeks later, I was told from Peninsula Appliance that the parts were coming, but I also received an email from Asurion stating that they would be paying me the original price that we paid for the dishwasher. Asurion stated that the dishwasher could not be fixed, even though the parts were being sent to *********. The original price of the dishwasher was $677.70. I told Asurion that I would rather have the dishwasher replaced, since the cost of dishwashers after COVID skyrocketed. I was already out $133.35 plus the $49 claim fee, so I would only have $495.35 to purchase an equivalent machine that currently costs over $1,000. After multiple calls to the offshore customer service for Asurion, and being bounced to the offshore call centers for **, with neither side taking accountability, there is no one left to turn to for help. I feel scammed into paying for this warranty and the claim, without getting my dishwasher fixed or replaced. I have also spent an inordinate amount of time calling their different call centers and being placed on hold for hours at a time. I would deeply appreciate any assistance that you can provide.

  Customer Answer

  Date: 04/12/2025

  1. The dishwasher was purchased from ******. 
  2. Brand Name: **

  3. Model Number: MEZ64589015

  Business Response

  Date: 05/15/2025

  Please review the attached document for Asurion's response to your complaint.

  Customer Answer

  Date: 05/19/2025

   
  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. I will accept the reimbursement of the dishwasher's original value.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:03/24/2025

  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 12/19/2020, I purchased a 60 month ********** Protection Plan for a ******* refrigerator. The Protection Plan has a No Lemon Policy: After three (3) service repairs have been completed on an individual product for the same breakdown or component, and that product requires a fourth (4th) repair for the same breakdown or component, as determined by us, we will replace it, at our discretion, with a new or remanufactured product of like kind and quality that performs to the factory specifications of the original product or provide you a gift card or check with a value equivalent to the original purchase price of the product, including sales tax. We have had our ice maker serviced 4 times (for the same issue) but Asurion is still refusing to honor the policy. Email from *******:ICE MAKER - NOT MAKING/PRODUCING ICE PROPERLY dispatched on SR * ********** assigned to **** ELECTRONICS LLC , *******: Date of Purchase: 12/19/2020 w/5-yr plan purchased for expected natural expiration date of 12/18/2025. Total parts/labor/courtesy claim payments to date $731.00 [across 3 paid claims/dispatches] towards the validated purchase price $2518.00. Per repair history 1st dispatch for ice maker complaint completed 11/20/24: ******* OEM tech replaced ice maker, auger motor, ice tray assy, tested to MFG specs + 2nd dispatch for ice maker complaint completed 1/9/25: ******* OEM tech replaced ice route case assy, tested to MFG specs + 3rd dispatch for ice maker complaint completed 1/23/25: ******* OEM tech replaced ice maker, auger motor, ice container assy, tested to MFG specs + 4th [most recent] dispatch for ice maker complaint completed 2/28/25: **** Electronics tech reported as 'sealed inside/outside of ice compartment', tested to MFG specs. // BYOT Review DENIED Per the Asurion No Lemon Policy, we are owed $2,518 to replace our refrigerator.I'm still having issues with my ice marker and Asurion has not responded to my email inquires.

  Customer Answer

  Date: 04/01/2025

  1. the name of the retailer where the item was purchased - **********
  2. Brand Name   - *******
  3. Model/Serial # if available here - S/N ***************

  Customer Answer

  Date: 04/09/2025

  Good morning *****,

  I just received notification from Asurion that they are paying my claim in full. Is it possible to cancel the complaint?

  Thank you,

  ****

  Business Response

  Date: 04/16/2025

  April 16, 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 12/19/2020, I purchased a 60 month ********** Protection Plan for a ******* refrigerator. The Protection Plan has a No Lemon Policy:After three (3) service repairs have been completed on an individual product for the same breakdown or component, and that product requires a fourth (4th) repair for the same breakdown or component, as determined by us, we will replace it,at our discretion, with a new or remanufactured product of like kind and quality that performs to the factory specifications of the original product or provide you a gift card or check with a value equivalent to the original purchase price of the product, including sales tax. We have had our ice maker serviced 4 times (for the same issue) but Asurion is still refusing to honor the policy. Email from *******: ICE MAKER - NOT MAKING/PRODUCING ICE PROPERLY dispatched on SR * ********** assigned to **** ELECTRONICS LLC , *******: Date of Purchase: 12/19/2020 w/5-yr plan purchased for expected natural expiration date of 12/18/2025. Total parts/labor/courtesy claim payments to date $731.00 [across 3 paid claims/dispatches] towards the validated purchase price $2518.00. Per repair history 1st dispatch for ice maker complaint completed 11/20/24: ******* OEM tech replaced ice maker, auger motor, ice tray assy,tested to MFG specs + 2nd dispatch for ice maker complaint completed 1/9/25:******* OEM tech replaced ice route case assy, tested to MFG specs + 3rd dispatch for ice maker complaint completed 1/23/25: ******* OEM tech replaced ice maker, auger motor, ice container assy, tested to MFG specs + 4th [most recent] dispatch for ice maker complaint completed 2/28/25: **** Electronics tech reported as 'sealed inside/outside of ice compartment', tested to MFG specs. // *********** DENIED Per the Asurion No Lemon Policy, we are owed $2,518 to replace our refrigerator. I'm still having issues with my ice marker and Asurion has not responded to my email inquires.
  
  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 ******* refrigerator (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 recently filed a claim for your Product because it no longer dispensed ice cubes.  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 April 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 9:00 a.m. and 4:00 p.m. CST.
  
  Regards,
  
  ******** *****, Regulatory Complaints
  Email *************************************
  

• Initial Complaint

  Date:03/24/2025

  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.

  Diamond earrings were purchased as a gift to me in December 2024 from the ******** store in ********, **. A protection plan was purchased with the earrings, which have s**** backs. One earring back apparently was loose and the earring fell out, but I did not notice until later. I was unable to find it, so I called ******** and asked what my options were since I had a service plan and one of the earrings fell off because it was too loose.I was told there was nothing they could do since I didn't take it in before it fell out to go get fixed. If I had known it was that loose, I would have taken it in. They said to call Asurion.I then called Asurion since thats who the protection plan was with. They said they dont cover any lost items. I asked for a copy of the policy because I didnt see that in mine and they never sent me a copy. They only dont cover losses in certain circumstances, which does not some in this case and it should be covered/replaced.They are refusing to honor the protection plan.

  Customer Answer

  Date: 04/01/2025

  1. the retailer is ******** at **************************************************

  2. the brand/purchase is 10k 1 CTTW LGD E (Ever Star diamond earrings sold by ********), with a jewelry service contract

  3. I don't know the serial number, but there are numbers on the ********************** plan detail slip as follows:

  the earrings: 271/2196

  the jewelry service contract: 209/1300

   

  my mom purchased this for me on 12/15/2024 at 1:27 p.m. at store number 2946; terminal 351; transaction number 4277; associate 0579.

  Business Response

  Date: 04/28/2025

  April 28, 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 March 21, 2025, states:
  
  Diamond earrings were purchased as a gift to me in December 2024 from the ******** store in ********, **. A protection plan was purchased with the earrings, which have s**** backs. One earring back apparently was loose and the earring fell out, but I did not notice until later. I was unable to find it, so I called ******** and asked what my options were since I had a service plan and one of the earrings fell off because it was too loose. I was told there was nothing they could do since I didn't take it in before it fell out to go get fixed. If I had known it was that loose, I would have taken it in. They said to call Asurion. I then called Asurion since thats who the protection plan was with.They said they dont cover any lost items. I asked for a copy of the policy because I didnt see that in mine and they never sent me a copy. They only dont cover losses in certain circumstances, which does not some in this case and it should be covered/replaced. They are refusing to honor the protection plan.
  
  The following is the desired resolution listed in your complaint:
  
  " Replacement."
  
  Response:
  
  Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter.  On December 15, 2024, you purchased a set of Ever Star diamond earrings (the Product) together with a 2-year Jewelry Service Protection Plan (the Plan) from ** ******.  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.  We wish to clarify that the Plan is not a plan of insurance but rather a service contract providing the coverage described above; the Plan does not provide coverage for loss or theft.
  
  On March 20, 2024, you contacted Asurion to inquire about the coverage for the lost Product, and you were informed that loss or theft is not a covered failure under the Plan.  All claim determinations are based on the Plans Terms and Conditions.  A full and complete copy of the Terms and Conditions governing your Plan was made available to you on the date of purchase and emailed to you after the point of sale.  The most pertinent portions of the Plans Terms and Conditions are included below for your reference:
  
  What is Covered: This Plan covers parts and labor costs to repair or replace your product in the event it experiences a breakdown, including the loss of diamonds and other gemstones due to a defect in the setting, watch crystal cracks or scratches, watch crowns,watch stems, bands or bracelets, or this Plan will reimburse you for authorized repairs to or replacement of the product, at our discretion, which is not covered under any insurance policy or any other warranty or service plan.
  
  WHAT IS NOT COVERED:
  
  (12) Loss of diamonds, gemstones, or any other parts of the product unless such loss was caused by a defect in workmanship and/or materials, including those due to normal wear and tear,without any undue stress or damage;
  (13) Any loss other than a covered breakdown of the product;
  
  In accordance with the Terms and Conditions cited above, the Plan provides coverage for parts and labor costs to service your Product in the event of a breakdown.  While typical insurance plans provide coverage for loss and theft, your Plan is a service contract plan, not a plan of insurance. The only circumstances in which the loss of diamonds and other gemstones is covered is, due to a defect in the setting, watch crystal cracks or scratches, watch crowns, watch stems, bands or bracelets. In this case, you reported that after one of the earring backs became loose, the entire earring fell out and was lost.  Accordingly, a claim cannot be approved because you are unable to recover the Product to allow service as required by the Plan.
  
  Nevertheless,in order to provide an amicable resolution, on April 24, 2025, Asurion authorized a courtesy Product reimbursement. On April 28, 2025, the $410.27 Product reimbursement was processed for shipping and delivery to you within ten (10) business days.
  
  Receipt of the above-referenced reimbursement, representing the purchase price of the Product, including tax, fulfills all obligations owed to you by Asurion under this Plan.  Therefore, we believe the issues raised in the matter have been resolved.
  
  If you have any other questions or concerns, please feel free to contact me by email.  I am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m. CST.
  
  Regards,
  
  **** ******
  Asurion,Regulatory Affairs
  ****************************************
  

  Customer Answer

  Date: 04/29/2025

   
  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,
  
  ****** *****