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 Services Companies, LLC

  22894 Pacific Blvd Ste 122 Dulles, VA 20166

• 

  N.E.W. Customer Service Companies, LLC

  82 Totowa Road Wayne, NJ 07470

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:04/10/2025

  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.

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

  3. Model Number: MEZ64589015

  asher 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.

  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.

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

  2/18/2025. 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: 04/09/2025

  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.

  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.

  ection plan.

  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.

  **********

  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.

  ******* *******/***** Sorrell 

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

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

  SR 307166149928

   

  ******. 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.

  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: 04/01/2025

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

   

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

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

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

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

  
  

  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.

  Retailer Asurion ordered from ******

  Brand name is **

   

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

  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: 03/31/2025

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

• Initial Complaint

  Date:03/20/2025

  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.

  1.  AT&T

  2. (************

  3. Claim ID: ************

  ed ******* support who stated they could repair my computer for a $56 diagnostic fee and roughly $300 repair fee. I contacted ******* with hopes they would send my device to ** or allow me too. They declined & stated if I picked my device up they could no longer assist me. I love my computer & simply wanted it exchanged. I feel as though im being scammed/device devalued & this was the only resource provided for complaints. HP Pavilion Model 24-K0024 Serial# **********

  Business Response

  Date: 04/25/2025

  April 25, 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 on March 20, 2025, you state:
  
  I purchased the AT&T Home Tech Protection Program offered through Asurion. I payed a monthly fee of $25 with the expectation that my electronics would be replaced or repaired in the event they were damaged. I have paid for this coverage since October 2023 and have only utilized it once to repair a laptop screen. Here recently, my all-in-one ** computer began shutting off randomly, prompting me to submit claim through home protection for possible repair. I submitted, understanding that my device would possibly be repaired and/or replaced. After a couple days. I was notified that my device could not be repaired, but they would offer fair market value, monetary reimbursement for replacement. The fair market price offered was approximately $196 plus 50%, totaling a little over $350. I found this was insufficient based on purchase price & eventually $460 was offered. I partially agreeable, but after searching for my exact make and model, a refurbished replacement cost ******. I then contacted ******* support who stated they could repair my computer for a $56 diagnostic fee and roughly $300 repair fee. I contacted ******* with hopes they would send my device to ** or allow me too. They declined & stated if I picked my device up they could no longer assist me. I love my computer & simply wanted it exchanged. I feel as though im being scammed/device devalued & this was the only resource provided for complaints. HP Pavilion Model 24-K0024 Serial# **********.
  
  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, on March 9, 2025, you filed a claim for a *************** all-in-one PC (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 malfunction. Unfortunately, the resolution of your claim has been delayed due to an unsuccessful repair attempt and a subsequent dispute about the replacement value of your Product.
  
  On March 14, 2025, after the uBreakiFix (UBIF) store assigned to your repair determined that the Product could not be repaired, an Asurion Resolution Specialist (**) informed you that ******* had authorized a $344.55 Product reimbursement based on the replacement value, age, and condition of the Product immediately before the breakdown,in accordance with the Plans Terms and Conditions.  After expressing dissatisfaction with the $344.55 reimbursement amount, in the interest of customer satisfaction, Asurion subsequently increased the Product reimbursement offer to $500.00, which was sent to you via digital reimbursement to your email address on file on April 10, 2025.  As of the date of this letter, the Product reimbursement has not been fulfilled.
  
  All claim determinations are grounded in the Plans Terms and Conditions. A complete copy of the Terms and Conditions governing your Plan was made available to you prior to enrollment at the point of sale. The most pertinent section of the Terms and Conditions is included below for reference.
  
  V. WHAT IS COVERED: This Plan covers replacement costs or parts and labor costs to repair your covered product in the event it experiences a breakdown that is not covered under any insurance policy, warranty or other service contract, up to the Plan Limits of Liability in ************* your covered product experiences a breakdown, we will, at our discretion: (1) repair the covered product, (2) replace the covered product with a replacement product, (3) reimburse you for authorized repairs to the covered product or (4) reimburse you in the form of a gift card or check for the replacement cost of the covered product, as determined by us, based on its replacement value, age and condition of the covered product, as determined by us, immediately prior to the breakdown. (Emphasis added.)
  
  e.REPLACEMENT PRODUCTS & REIMBU**EMENTS: If we opt to provide you a replacement product, we reserve the right to take ownership of the original covered product. We may require that you return or send pictures of the original covered product to us for inspection as a condition to receiving a replacement product or reimbursement.We will pay shipping and handling costs associated with the return of the original covered product.
  
  ****** TO MAKE A CLAIM: In the event your covered product experiences a breakdown, at least thirty-one (31)days after the term begins. You may file a claim by going online to ********************************** twenty-four (24) hours a day, seven (7) days a week or by calling **************, available 24/7. You must file your claim prior to having service; all repairs or replacements must be authorized in advance.Unauthorized repairs or replacements may not be covered.
  
  Pursuant to the Plans Terms and Conditions, Asurion has the discretion to repair or replace the Product, or reimburse the customer for the replacement cost of the Product.  In this case, Asurion determined that the Product could not be repaired and offered you a Product reimbursement.  As noted above, per the Plans Terms and Conditions, the replacement cost of the covered product, as determined by us, [is] based on its replacement value, age and condition of the covered product, as determined by us, immediately prior to the breakdown.  Reimbursement is not based on the price you paid for the Product or the retail price of a new product.  After considering the Products age (2020)and condition, we believe the reimbursement cost was fairly determined.  While we understand this may not be the outcome you desired, the determination is supported by the Plans Terms and Conditions.
  
  In response to your request to have the Product returned so that you may enlist *************** to diagnose and repair it, as cited in the Terms and Conditions above, unauthorized repairs such as this would not be covered. Furthermore, as also stated in the Terms and Conditions above, when we opt to provide you with a replacement Product or, in lieu of replacement, a reimbursement, we reserve the right to take ownership of the original covered product.  Therefore, if you choose to pick up the Product from UBIF, the claim will be canceled, and you would not be eligible for a Product reimbursement.
  
  If you wish to move forward with accepting the $500.00 Product reimbursement, follow the instructions for fulfillment in the email that was sent to you on April 10, 2025.
  
  The policy guidelines Asurion adhered to regarding your concerns have been explained in this letter and, therefore, we consider the matter addressed.  If you have any further questions or concerns, please contact the ** using the contact information provided or, alternatively, 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:03/20/2025

  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.

  1. Purchased from **********

  2. LG 

  3. Serial #: ************

  Model: *********

  Business Response

  Date: 04/16/2025

  April 16, 2025
  
  ******* ******
  **********************
  **********, VA 24134
  
  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:
  
  Dishwasher stopped working and a case was placed on September 24, 2024. This issue was covered under the extended warranty through the company. The first appliance repair company could not fix it, so I requested a change order for a different company to fix the issue. The company has replaced multiple parts on the unit and still it is not working. The appliance repair company has notified them that the unit needs replaced due to the continued issues. ******* is refusing to do so and now the same company is having multiple parts and motors sent which some have already been replaced, and they are asking them to do it again. I have been trying to get a resolution on this issue for close to 6 months. The warranty provider will not listen to the guidance of the appliance company and continue to send them to my house (6+visits) for a unit that no one can get fixed. I feel that waiting 6months for a resolution to an issue that is covered under warranty is unacceptable and unethical.
  
  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 ** dishwasher (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 due to the motor making noises and the displaying an error code during the cycle completion. 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 4, 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 *************************************
  

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23088767
  
  I am rejecting this response because of this not being handled in any form of a timely manner to the point that I had to get management leadership from ********** involved to assist me in getting them to replace the dishwasher. Upon the appliance company coming to my home to replace the parts (many of which had already been replaced), it caused the wires to melt and the immediate course of action per the warranty company was to replace those as well. It wasn't until the appliance company amongst many others that they decided to replace this. Yes, they agreed to re-imburse me and we have selected a new dishwasher that will arrive on 4/24 which is 7 months from the date of this incident starting. That is an unacceptable timeframe to resolve such matters, especially after many failed attempts to repair it.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:03/20/2025

  Type:Sales and Advertising 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.

  Thank you for your response. Id like to clarify that my complaint concerns Asurions AT&T Home+ Protection Plan, specifically the improper denial of my television repair/replacement claim under my contract.
  
  Here is the requested information:
  
  Carrier: AT&T (for Home+ Protection, not a mobile device)
  Associated Phone Number: ************
  Claim ID: ************ | T789493
  Product Covered: ******* Flat Screen
  Nature of Dispute: Asurion wrongfully denied my claim despite the contract explicitly covering my device.
  
  Please let me know if you need any further details to move forward with the conciliation process.
  
  nd an explanation for Asurions failure to act in accordance with the contract terms.

  Customer Answer

  Date: 05/04/2025

   
  Complaint: 23088350
  
  I am rejecting this response because:
  I have reviewed the companys response and do not find it satisfactory. Their reply does not address the core issue of my complaint: namely, that my television experienced a total mechanical and electrical failureclearly covered under the terms of their contractbut was denied based on a shifting and unsupported interpretation of damage exclusions.
  
  Despite repeated efforts to resolve this matter through customer service, escalation channels, and now regulatory bodies, Asurion has failed to honor the contractual coverage I paid for. Their refusal to approve my valid claim reflects not only a misapplication of policy terms but potentially deceptive claims handling practices.
  
  Accordingly, I will now pursue binding arbitration in accordance with Asurions own terms and conditions, as well as report any continued misconduct to additional regulatory agencies.
  
  Please consider this my formal rejection of the businesss response.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 04/30/2025

  April 30, 2025
  
  ******* ******
  ************************************************************************
  
  Re:Case #********
  
  Dear ******* ******,
  
  In connection with the above-referenced case filed with the Better Business Bureau (BBB), we submit the below in response.
  
  The case you filed with the BBB on March 19, 2025, states:
  
  I purchased an Asurion protection plan in October 2023 to cover my television. In January 2024, my television suffered damage, and I promptly filed a claim.Despite the policy explicitly covering mechanical and electrical breakdowns,Asurion has improperly denied my claim based on an unreasonable and misleading interpretation of the contract. I have repeatedly contacted Asurion for clarification and reconsideration, but they have failed to respond in a timely and professional manner. Their lack of transparency and refusal to honor a valid claim constitutes bad faith insurance practices and unfair business practices. Attempts to Resolve: 1.I submitted a formal memorandum citing contract provisions that support my claim. 2.I followed up multiple times via email and phone, yet Asurion has remained non-responsive. 3.I escalated to AT&T customer service, but Asurion still refuses to act in good faith. I request immediate approval of my claim, full reimbursement or replacement of my television, and an explanation for Asurions failure to act in accordance with the contract terms.
  
  Response:
  
  Since receiving the case you filed with the BBB, we received the correspondences dated March 21, ***** and April 21, 2025, enclosing the matters you filed with the ******************************** (the Department) and the Office of the Illinois Attorney General (the Office) regarding the same concerns listed above.  Asurion fully addressed your concerns in our written response to the Department on April 4, 2025, and to the Office on April 30, 2025.
  
  Regards,
  
  *** Chanchampa
  Asurion,Regulatory Affairs
  Email:**********************************

  Business Response

  Date: 05/19/2025

  May 19, 2025
  
  ******* ******
  ************************************************************************
  
  Re:Case #********
  
  Dear ******* ******,
  
  I am writing in response to the May 5, 2025 rebuttal you filed with the Better Business Bureau (BBB) regarding Asurions response to the above-referenced case.
  
  In your rebuttal filed with the BBB, you state:
  
  I have reviewed the companys response and do not find it satisfactory. Their reply does not address the core issue of my complaint: namely, that my television experienced a total mechanical and electrical failureclearly covered under the terms of their contractbut was denied based on a shifting and unsupported interpretation of damage exclusions.
  
  Despite repeated efforts to resolve this matter through customer service, escalation channels, and now regulatory bodies,Asurion has failed to honor the contractual coverage I paid for. Their refusal to approve my valid claim reflects not only a misapplication of policy terms but potentially deceptive claims handling practices.
  
  Accordingly, I will now pursue binding arbitration in accordance with Asurions own terms and conditions, as well as report any continued misconduct to additional regulatory agencies.
  
  Please consider this my formal rejection of the businesss response.
  
  Response:
  
  We sincerely apologize for your frustration.  Asurion provided its position in its previous letters dated April 4, 2025, to the ******************************** and April 30, 2025, to the Office of the Illinois Attorney General, and that position remains unchanged. 
  
  Regards,
  *** Chanchampa
  Asurion,Regulatory Affairs
  Email:**********************************

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23088350
  
  I am rejecting this response because:
  Asurions position remains unsatisfactory and fails to address the key issue of this dispute. Their continued refusal to acknowledge coverage for a valid claim under their own terms and conditionswhile shifting justification between device classification and exclusion misinterpretationsdemonstrates a pattern of evasive and bad-faith handling. They have repeatedly cited exclusions and rationale not supported by their contract language.
  
  Despite my detailed legal memorandum, submission of photographic evidence, and participation in regulatory escalations, Asurion has refused to meaningfully engage or negotiate in good faith. Their latest response simply restates a prior denial without addressing the core coverage argument, my rebuttal, or the broader issue of deceptive claim practices.
  
  As stated previously, I have initiated binding arbitration through the ******************************** (Case #************) under the terms of Asurions contract, and I will continue to pursue all available remedies, including regulatory oversight and potential statutory damages, to ensure consumer protection and accountability.
  
  Please **** this complaint as unresolved by the business, and I appreciate BBBs assistance in documenting the companys position for public and legal record.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:03/20/2025

  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.

  1. the name of the retailer where the item was purchased 

  2. Brand Name  

  3. Model/Serial # if available 

   

  Amazon

  Neumann 

  TLM 103 

  I wasnt happy with the mic at all as its not normal for a surge to do this though possible. I was sure that they would cover this and so I bought another one so I could return it. The policy Says clearly that they cover power surges. They tried to send me the fried  item but Im refusing it. So they now are in possession of my covered item and have yet to address the reimbursement or replacement

   

  Business Response

  Date: 04/25/2025

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

  Customer Answer

  Date: 04/25/2025

   
  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. This report seemingly is conflating 2 separate complaints. One is for my grandfathers phone which i helped in the claim process that he had no idea how to do, and one is for a microphone which was supposed to be  separate and mine personally. I believe my grandparents did receive the check and I did as well. Though we will no longer be paying for this service due to the difficult process, We surely appreciate the effort to resolve the issues. Thank you !
  
  Sincerely,
  
  **** ******