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 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

• 

  N.E.W. Customer Services Companies, LLC

  22660 Executive Dr Ste 122 Sterling, VA 20166

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:04/14/2025

  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,
  
  ****** *****

• Initial Complaint

  Date:03/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an extended warranty and the product broke and they claim that the manufacturer warranty is still active bat its not. see the attachments for proof.

  Customer Answer

  Date: 04/01/2025

  **********

  model 2154a and serial number *************

  Business Response

  Date: 04/17/2025

  April 17, 2025
  
  ****** ******
  *******************************
  
  Complaint ID # ********
  
  Dear ****** ******,
  
  In connection with the above-referenced matter filed with the Better Business Bureau (BBB), we submit the below in response.
  
  In the matter you filed with the BBB, you state:
  
  I purchased an extended warranty and the product broke and they claim that the manufacturer warranty is still active bat its not. see the attachments for proof.
  
  The desired resolution listed in your matter is:
  
  Refund; Modification/discontinuance of an advertised claim.
  
  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 Bissell vacuum (the Product) under your Amazon protection plan (the Plan).  The Plan is an optional service contract that provides coverage for the mechanical or electrical failure of your Product caused by defects in materials and/or workmanship; normal wear and tear; dust, heat, or humidity; and power surges.  The Plan also provides coverage for unintentional and accidental damage from handling (ADH) as a result of the normal and customary use of the Product.
  
  You recently filed a claim for your Product because it started smoking. Unfortunately, the resolution of your claim was delayed due to a discrepancy between the Products warranty information in our records and the Product information you provided during the claim process.
  
  According to our records,the matter was resolved when a Product reimbursement was authorized and issued to you on April 8, 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:03/21/2025

  Type:Billing 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.

  Complaint ************** Home Tech Protection Incorrect Account Name I am filing a formal complaint against **** Home Tech Protection (provided by Asurion) due to an issue with my account information that has caused unnecessary stress and financial burden.Issue Summary:I have an **** account under my name, ******* *******, and I am the one paying the bill. However, when I recently attempted to file a claim under **** Home Tech Protection, I was informed that the protection plan is under the name ***** ******* instead of mine. This error has caused significant difficulty in making a claim, requiring me to go through excessive steps to prove my eligibility, including filing a police report at my own expense.Concerns and Impact:1.Incorrect Account Name: I do not understand why ****s system shows ***** ******* as the policyholder when the **** bill is under my name.2.Claim Processing Issues: Due to this error, Asurion rejected my police report because it listed my name instead of ***** ********. This has forced me to incur out-of-pocket costs to obtain a police report ($20) and endure unnecessary delays.3.Lack of Resolution from ****: Despite reaching out for clarification, I have yet to receive a satisfactory explanation or ********************** and Emotional Burden: The incorrect information in ****s system has led to unnecessary stress, financial loss, and wasted time.Desired Resolution:Immediate correction of my **** Home Tech Protection plan to reflect my name (******* *******) as the rightful account holder.A full reimbursement for the $20 police report fee and any additional costs associated with resolving this matter.A formal explanation from **** as to why the account name is incorrect and how this issue will be prevented in the future.I am seeking a swift resolution to this matter, as this has caused me significant inconvenience. Please investigate this issue and provide a response as soon as possible.

  Business Response

  Date: 03/21/2025

  AT&T has confirmed that the matter involves ***************** Services. Transferring complaint to be addressed by Asurion.

  Customer Answer

  Date: 04/01/2025

  ******* *******/***** Sorrell 

  **********************************************

  ************

  SR 307166149928

   

  Customer Answer

  Date: 04/01/2025

  Claim #*********** (SR 307166149928)

   

  ******* *******

  *********************;

  *****************************

  ************

  
  

  Business Response

  Date: 04/25/2025

  April 25, 2025
  
  ******* *******
  ***********************************br>*****************************
  
  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:
  
  Complaint Regarding AT&T Home Tech Protection Incorrect Account Name I am filing a formal complaint against AT&T Home Tech Protection (provided by Asurion) due to an issue with my account information that has caused unnecessary stress and financial burden. Issue Summary: I have an AT&T account under my name, ******* *******, and I am the one paying the bill. However, when I recently attempted to file a claim under AT&T Home Tech Protection, I was informed that the protection plan is under the name ***** ******* instead of mine. This error has caused significant difficulty in making a claim, requiring me to go through excessive steps to prove my eligibility, including filing a police report at my own expense.Concerns and Impact: 1.Incorrect Account Name: I do not understand why AT&Ts system shows ***** ******* as the policyholder when the AT&T bill is under my name. 2.Claim Processing Issues: Due to this error, Asurion rejected my police report because it listed my name instead of ***** ********.This has forced me to incur out-of-pocket costs to obtain a police report ($20)and endure unnecessary delays. 3.Lack of Resolution from AT&T: Despite reaching out for clarification, I have yet to receive a satisfactory explanation or resolution. *********** and Emotional Burden: The incorrect information in AT&Ts system has led to unnecessary stress, financial loss,and wasted time. Desired Resolution: Immediate correction of my AT&T Home Tech Protection plan to reflect my name (******* *******) as the rightful account holder. A full reimbursement for the $20 police report fee and any additional costs associated with resolving this matter. A formal explanation from AT&T as to why the account name is incorrect and how this issue will be prevented in the future. I am seeking a swift resolution to this matter, as this has caused me significant inconvenience. Please investigate this issue and provide a response as soon as possible.
  
  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 filed a claim for your **************** (the Product) under your AT&T Home Tech Protect 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 failure to power on. Unfortunately, the resolution of your claim was delayed due to a mismatch between the name of the primary account holder and the name you provided during the claim process.
  
  According to our records, on April 10, 2025, the matter was resolved when a Product reimbursement was authorized and issued to you.  When an Asurion Resolution Specialist (**) contacted you to finalize the details required for the Product reimbursement, you advised the ** that no change to the name on the account nor any other account information needed to be made at that time.  Therefore, we believe the issue raised in this matter has now been resolved.  We apologize for any inconvenience this matter has caused you and we appreciate the opportunity to resolve it.
  
  If you still need assistance, please contact the ** directly using the contact information provided, or alternatively, feel free to contact me by email.  I am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m. CST.
  
  Regards,
  
  **** ******
  Asurion, Regulatory Affairs
  Email ****************************************
  

  Customer Answer

  Date: 04/25/2025

   
  Better Business Bureau: While I am accepting the resolution of my claim, I would like to formally express my disappointment with the way it was handled. Throughout the process, I was made to feel as though I had stolen my own television. I was repeatedly asked to provide information, and despite submitting a police report, it was initially rejected before eventually being accepted.
  
  
  Additionally, during my last conversation with a representative, I was told that my $100 deductible would be refunded due to the handling of my claim.
  
  Thank you for your attention to this matter.
  
   
  ******* *******

• Initial Complaint

  Date:03/21/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Tuesday, March 11th, 2025, I contacted ****** to inquire about a laptop that I purchased Nov of 23 confirming a 2-year warranty w/Asurion/. Upon talking ***** of condition of my laptop, separating from the bottom of the screen in the corner. No drop, No dents the ************* advised me to send them the laptop for a full refund. on a gift card for ******. I stated that with tax in all (Not including the purchase of the warranty) that it was ******, he stated that he made the adjustment and that I would receive the card upon receiving the laptop for that amount. He sent me thru email a label, but then asked me if I had the right packaging for return. Upon trying to open or close, it continued to separate, he said ignore email label, he would send me correct packaging to return with a return label and I would receive the box and label. It arrived along with a repair letter, said it must be filled out and returned with the laptop, so I filled out and returned everything after cleaning out my files. Today I received email stating that treceived my laptop and working on fixing it for return? I called and was advised that they cancelled what they said after I hung up and generated a new order? No call, totally different from what I was advised and now they will try and fix it, get it back to me in 8 to 10 days because they made a mistake, there was some discrepancy and upon speaking to a resolution specialist, they will have to see what they can do and if they can fix it they will resend, if not then they will give me my money back. I did not agree to this, I was not part of a new order, I do not want a refurbished laptop. I want my promised return. That is their internal error, but I am the customer, and you assured me a return and put it in writing! Is this Fair or even Legal?

  Customer Answer

  Date: 03/24/2025

  Retailer Asurion ordered from ******

  Brand name is **

   

  Serial # is **********

  Customer Answer

  Date: 03/31/2025

  This is another piece of proof. I have attached the email stating that I would receive funds upon receipt of laptop.

  Business Response

  Date: 04/17/2025

  April 17, 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 Tuesday, March 11th, 2025, I contacted ****** to inquire about a laptop that I purchased Nov of 23 confirming a 2-year warranty w/*******/. Upon talking ***** of condition of my laptop, separating from the bottom of the screen in the corner. No drop, No dents the rep ******* advised me to send them the laptop for a full refund. on a gift card for ******. I stated that with tax in all (Not including the purchase of the warranty) that it was ******, he stated that he made the adjustment and that I would receive the card upon receiving the laptop for that amount. He sent me thru email a label, but then asked me if I had the right packaging for return. Upon trying to open or close, it continued to separate, he said ignore email label, he would send me correct packaging to return with a return label and I would receive the box and label. It arrived along with a repair letter, said it must be filled out and returned with the laptop, so I filled out and returned everything after cleaning out my files. Today I received email stating that treceived my laptop and working on fixing it for return? I called and was advised that they cancelled what they said after I hung up and generated a new order?No call, totally different from what I was advised and now they will try and fix it, get it back to me in 8 to 10 days because they made a mistake, there was some discrepancy and upon speaking to a resolution specialist, they will have to see what they can do and if they can fix it they will resend, if not then they will give me my money back. I did not agree to this, I was not part of a new order, I do not want a refurbished laptop. I want my promised return.That is their internal error, but I am the customer, and you assured me a return and put it in writing! Is this Fair or even Legal?
  
  The desired resolution listed in your matter is:
  
  Refund.
  
  Response:
  
  After receiving your matter, ******* 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 Amazon protection plan (the Plan).  The Plan is an optional service contract that provides coverage for the mechanical or electrical failure of your Product caused by defects in materials and/or workmanship; normal wear and tear; dust, heat, or humidity; and power surges.  The Plan also provides coverage for unintentional and accidental damage from handling (ADH) as a result of the normal and customary use of the Product.
  
  You filed a claim for your Product due to screen separation.  Based on the Product information provided during the claim process, ******* systematically authorized a Product reimbursement by electronic gift card EGC contingent upon the return of the Product to *******s service depot.  However, prior to processing the **** ******* discovered a discrepancy between the Product information in our records and the Product information you provided during the claim process.  After the Product information in our records was updated, the claim was refiled, and it was determined that the Product was only eligible for repair not reimbursement, which the ******* representative neglected to inform you at that time. ******* sincerely apologizes for this oversight.
  
  Regarding your concerns regarding the repair option that was presented to you after your claim was refiled with updated information, 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 portion of the Plans Terms and Conditions is included below for your reference:
  
  F. HOW THE PLAN WORKS
  
  If We determine that We cannot service Your Product, We will either replace it with a Replacement Product, or reimburse You for authorized repairs to, or replacement of, the Product, or issue You a gift card or check for the original purchase price You paid for the Product, excluding sales tax, as indicated on Your order confirmation email.
  
  Pursuant to the Terms and Conditions, the Plan provides coverage for qualifying repairs or replacement of the Product until the expiration of the Plan. However, if ******* determines that the Product cannot be serviced as specified in this Plan, we may at our discretion, replace the product with a replacement product or issue a gift card or check for the original purchase paid for the Product, excluding sales tax as indicated on the order confirmation email.  Although you were initially presented with the reimbursement option based on incorrect claim details, ******* later determined that this option was no longer applicable due to updated claim information.  Accordingly,******* determined that repair was the appropriate claim fulfillment option.  In response to your concerns regarding the Products sales tax, as cited above,  if ******* determines that the Product cannot be serviced as specified in the Plan, we may at our discretion replace the product with a replacement product or issue a gift card or check for the original purchase price paid for the product, excluding taxes, as indicated on the order confirmation email.
  
  Nevertheless. ******* authorized a courtesy Product reimbursement, which included courtesy refund of the tax.  On April 8, 2025, the $227.90 check reimbursement was authorized and issued to you.  Therefore, we believe the issue raised in this matter has now been resolved. We apologize for any inconvenience this matter has caused you and we appreciate the opportunity to resolve it.
  
  If you have any further questions or concerns, you may contact me by email.  I am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m.CST.
  
  Regards,
  
  **** ******
  *******, Regulatory Affairs
  Email ****************************************
  

  Customer Answer

  Date: 04/17/2025

  More InformI sent a copy of this to BBB
  
  
  
  
  On Tuesday, April 8, 2025 at 09:21:43 AM EDT, Amazon Ambassador <****************************************> wrote:
  
  
  
  
  
  Good day!
  
  We are pleased to inform you that your claim for a check reimbursement has been successfully approved. The check will be mailed to the address below, and you can expect to receive it within 7-10 business days.
  
  Name: ***** ******
  Check Amount: $227.90
  Mailing Address: ********************************************************************************************
  
  As a one-time courtesy, we will no longer require you to send us the defective item. Please note that for future reference, this type of product is considered ineligible and will not be covered under any Asurion plan. This reimbursement fulfills the contract you have with us.
  
  Thank you for your understanding.
  
  
  4/8/25
  GM Asurion, I look forward to receiving my check
  
  
  I thank you for resolving this matter, Unfortunately I have other equipment under insurance warranty with Asurion.
  However, be assured, for the future I will not choose Asurion. You have explained yourself concerning me. Going forward
  perhaps training would allow everyone to be on the same page and that you would honor the promise made to the customer.
  And definitely not put them thru tis chaos.
  Thank you
  Sincerely,
  Hide trimmed content
  ***** ******
  
  
  Sincerely,
  ASURION PROTECTION TEAM
  
  
  As of today I received the check in the mail and I am satisfied and I thank you so much

   

  ***** ******

  4/17/2025

  Customer Answer

  Date: 04/17/2025

   
  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,
  
  ***** ******