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

  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

• 

  N.E.W. Customer Service Companies, LLC

  140 11th Avenue North Nashville, TN 37203

  

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

• Initial Complaint

  Date:03/14/2025

  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.

   
  Complaint: 23059382
  
  I am rejecting to provide the information requested and and update. At this point the fridge continues to an issue, primarily the water/ice function. We have noticed the water is murky and there are small shards of plastic/insulation in the ice we collect from the broken cooling system. We believe this has also cost an obstruction to our garbage disposal as we had been emptying the contents there thinking it was just water. We were told wed get service today 4/15/25 and some resolution but our appointment was rescheduled. This is beyond frustrating.

  To answer your request: 

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

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

  Model KRFF706ESS, Serial # *********.

   

  I dont have a claim number. Please let me know if there is anything else needed to get this done resolved ASAP. 

  
  Sincerely,
  
  **** *****

  amage and frustration but left us without the use of a major appliance function that we rely on (the clean water and ice). As of last week, it has once again started leaking in larger quantities than ever- despite the water being disconnected. We are now having to have multiple bowls and towels to attempt to catch the leaks, changing them every few hours. The damage to our floors has continued and we are delaying changing the floors due to the uncertainty of the leak continuing. We are also worried about mold. They are saying the earliest appointment is over a week away (3/26/25) and will not talk to us about a resolution or replacement. We bought this plan so that we would not have to worry about a broken fridge or replacement and now we have been without a fully functioning appliance for over 3 months. The damage to the floors and the mental strain this is causing is also extreme- this is not at all what was advertised and we need a quick resolution.

  Business Response

  Date: 04/09/2025

  April 9, 2025
  
  
  **** *****
  21032 Roaming Shores Terrace
  *******,** 20147
  
  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 14, 2025, states:
  
  I purchased a Kitchen Aide Service Plan for my fridge- as it is "Worry-Free", "Cost Efficient", and has "Quality of Care". Instead, I have been without a functioning refrigerator for months and my kitchen floor has suffered thousands of dollars of damage because Kitchen Aide is not servicing or replacing it promptly. In November, the freezer part of the appliance was completely frozen shut,indicating there was a leak that froze over. That was briefly repaired the following month but by January we were seeing massive leaks in the fridge. Each time we call, it takes weeks to schedule an appointment and the repair techs have been unable to resolve the issues. Once they came and said they were only here to fix a broken light and not the leak. Another time they said that they ordered the wrong part. Over a month ago they disconnected our water supply so that we would not have to worry about constant leaks (we had been collecting the water in bowls at this point)- this briefly helped the damage and frustration but left us without the use of a major appliance function that we rely on (the clean water and ice). As of last week, it has once again started leaking in larger quantities than ever- despite the water being disconnected.We are now having to have multiple bowls and towels to attempt to catch the leaks, changing them every few hours. The damage to our floors has continued and we are delaying changing the floors due to the uncertainty of the leak continuing. We are also worried about mold. They are saying the earliest appointment is over a week away (3/26/25) and will not talk to us about a resolution or replacement. We bought this plan so that we would not have to worry about a broken fridge or replacement and now we have been without a fully functioning appliance for over 3 months. The damage to the floors and the mental strain this is causing is also extreme- this is not at all what was advertised and we need a quick resolution.
  
  The following is the desired resolution listed in your complaint:
  
  Replacement
  
  Response:
  
  We sincerely regret any inconvenience or frustration this may have caused.  Upon receiving your case, we attempted to research your concerns with the information you provided.  Unfortunately, we were unable to locate any claims or account history related to the issue you discussed.  In order to assist you further, we will need to obtain additional information from you. If further assistance is required, kindly respond with the following information:
  
  Phone number associated with your product registration or claim
  Email address associated with your product registration or claim
  Claim or service request number associated with your claim
  
  Please feel free to contact me if there are any additional questions or concerns.  I am available by email Monday through Friday between the hours of 9:00 am and 4:00 pm CST.
  
  Regards,
  
  ******** *****
  Regulatory Complaints
  Email **************************

  Business Response

  Date: 05/06/2025

  May 6, 2025
  
  
  **** *****
  21032 Roaming Shores Terrace
  *******,** 20147
  
  Re: Case # ********
  
  Dear **** *****,
  
  I am writing in response to the April 23, 2025, rebuttal you filed with the Better Business Bureau (BBB) regarding Asurions response to the above-referenced case.
  
  Your rebuttal filed with the BBB states:
  
  I am rejecting to provide the information requested and and update. At this point the fridge continues to an issue,primarily the water/ice function. We have noticed the water is murky and there are small shards of plastic/insulation in the ice we collect from the broken cooling system. We believe this has also cost an obstruction to our garbage disposal as we had been emptying the contents there thinking it was just water.We were told wed get service today 4/15/25 and some resolution but our appointment was rescheduled. This is beyond frustrating.
  
  To answer your request:
  
  ************
  
  ******************************
  
  Model KRFF706ESS, Serial # *********.
  
  I dont have a claim number. Please let me know if there is anything else needed to get this done resolved ASAP.
  
  Response:
  
  We sincerely regret any inconvenience or frustration this may have caused.  Unfortunately, we were unable to locate any claims or account history with the the additional information you provided.  As a result, on May 1, 2025, an Asurion Resolution Specialist (**) contacted you and confirmed that the plan in question was not an Asurion plan, but a plan associated with KitchenAid.  The ** further assisted you by providing the KitchenAid customer service contact number. If there are any additional questions or concerns regarding the matter,we kindly ask that you please contacted the claim administrator of your KitchenAid Plan.  Therefore, we consider the matter filed against Asurion closed.
  
  Regards,
  
  ******** *****
  Regulatory Complaints
  Email **************************

• Initial Complaint

  Date:03/14/2025

  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.

  Purchased from **********

  Brand is: Best Choice

  No model or serial number given, but here is the link to the product:

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

  At the time of purchase it was $329.99
  

  they should "total loss" the jeep and refund it's purchase price.

  Customer Answer

  Date: 03/21/2025

  The business contacted me on Tuesday and issued a full refund for the covered item today.  That is a satisfactory resolution and this complaint can be closed as resolved.

  Thank you
  

• Initial Complaint

  Date:03/14/2025

  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 opened a warranty claim for a scooter i purchased on ******. After gathering the shipping label to send the scooter to ******* I was told I needed to pay for a box to ship it. I paid the amount with *** although I completely disagree with this charge. A few days later I get a message they received my scooter but then I get a voice mail saying they received the wrong item. I called customer support and they stated it must be a mistake and that they did in fact had my scooter. Last week Feb 26 (I believe) I called to get a status and I was told they were working on it, I asked if she could confirm they had the scooter and they said they did, I also asked if these called were recorded and they said yes. Today I received my scooter back, the front wheel was repaired but not the main issue of it not turning on, I also now received it damaged, the light in the front is bent, the back wheel is stuck. I called Asurion and was told that they never received it and that I would have to send the scooter back. I explained how the scooter had repairs done to it so for sure they did get it and how it was returned to me not by *** but a different company from ******* so they did received it. I requested to be paid the full amount of the scooter as per their warranty and was told that wont happen and I will have to ship it again having to pay for a new box.

  Business Response

  Date: 04/11/2025

  April 11, 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 opened a warranty claim for a scooter i purchased on ******. After gathering the shipping label to send the scooter to ******* I was told I needed to pay for a box to ship it. I paid the amount with *** although I completely disagree with this charge. A few days later I get a message they received my scooter but then I get a voice mail saying they received the wrong item. I called customer support and they stated it must be a mistake and that they did in fact had my scooter. Last week Feb 26 (I believe) I called to get a status and I was told they were working on it, I asked if she could confirm they had the scooter and they said they did, I also asked if these called were recorded and they said yes. Today I received my scooter back, the front wheel was repaired but not the main issue of it not turning on, I also now received it damaged, the light in the front is bent, the back wheel is stuck. I called Asurion and was told that they never received it and that I would have to send the scooter back. I explained how the scooter had repairs done to it so for sure they did get it and how it was returned to me not by *** but a different company from ******* so they did received it. I requested to be paid the full amount of the scooter as per their warranty and was told that wont happen and I will have to ship it again having to pay for a new box.
  
  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 Isinwheel GT2 electric scooter (the Product) under your Amazon protection plan (the Plan).  The Plan is an optional service contract that provides coverage for the mechanical or electrical failure of your Product caused by defects in materials and/or workmanship; normal wear and tear; dust, heat, or humidity; and power surges.  The Plan also provides coverage for unintentional and accidental damage from handling (ADH) as a result of the normal and customary use of the Product.
  
  You recently filed a claim for your Product due to electrical issues. Unfortunately, the resolution of your claim was delayed due to an issue with shipping fees to send the Product to the service center and an unsuccessful repair attempt.
  
  According to our records,the matter was resolved when a Product reimbursement was authorized and issued to you on March 24, 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:03/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 4 year protection plan from Asurion with a laptop I bought from ******, as a gift for my daughter. I chose the laptop specifically because it had 16GB of RAM and a dedicated graphics card.Just over a year later, she spilled water on it. I opened claim with *******, and we sent if off for repair. There was a week delay while they were "waiting for parts", during which I received daily updates that they were still waiting. Those updates then stopped, and a few days later we received a completely different laptop back. This was a model with 8GB of RAM and no dedicated graphics card. The repair report, however, only noted the replacement of parts, not a complete product replacement. The laptop has the model/serial number sticker from my daughter's laptop attached, along with the model number sticker from the new, lower spec laptop they sent me.This lack of communication, fraudulent repair summary, fraudulent swapping of serial numbers, and attempt to change out my product for one worth half the price is completely unacceptable.

  Business Response

  Date: 04/08/2025

  April 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:
  
  I purchased a 4 year protection plan from Asurion with a laptop I bought from ******, as a gift for my daughter. I chose the laptop specifically because it had 16GB of RAM and a dedicated graphics card. Just over a year later, she spilled water on it. I opened claim with *******, and we sent if off for repair. There was a week delay while they were "waiting for parts", during which I received daily updates that they were still waiting. Those updates then stopped, and a few days later we received a completely different laptop back. This was a model with 8GB of RAM and no dedicated graphics card. The repair report, however, only noted the replacement of parts, not a complete product replacement. The laptop has the model/serial number sticker from my daughter's laptop attached, along with the model number sticker from the new, lower spec laptop they sent me. This lack of communication, fraudulent repair summary, fraudulent swapping of serial numbers, and attempt to change out my product for one worth half the price is completely unacceptable.
  
  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 **** *************** 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 liquid damage. Unfortunately, the resolution of your claim was delayed due to an unsuccessful repair attempt.  In addition, you alleged that the Product returned to you was not the same as the Product you sent to Asurions service depot for repair.
  
  According to our records, on March 23, 2025, to provide an amicable resolution to the matter, ******* authorized a Product reimbursement and instructed you to send the Product back to Asurions service depot as a condition of receiving the reimbursement.  As of the date of this letter, Asurions service depot has not received the Product.
  
  To move forward with the Product reimbursement, please send the Product to Asurions service depot using the prepaid shipping label and shipping materials that were delivered to you at the address you provided on March 27, 2025. If you have any other questions or concerns, you may contact me by email.  I am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m. CST.
  
  Regards,
  
  **** ******
  Asurion, Regulatory Affairs
  Email ****************************************
  

• Initial Complaint

  Date:03/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Claim : ********** Initial date of submission to repair laptop 1/20/2025.Cost of laptop 1900 including tax.On 1/20/2025 I requested to have my laptop repaired from asurion through my paid coverage.On 2/4/2025 asurion received my product for repair. On 2/11/2025 ******* claimed that my product want able to be repaired and a refund of $1700 excluding tax. would be sent to my address. During this notice, I asked asurion if the hard drive could be returned to me because I wasn't able to back up my data due to the computer being inoperable. They stated that they'll check if the hard drive is retrievable but it's unlikely and the check for my reimbursement will be sent to me in 10 business days. They stated that I would receive a follow up email regarding my claim, to which I never received.I called 3 additional times after my product was deemed a loss, and I received the same information.On 3/14/25 I have another call to asurion to get an update on the refund of my laptop since I hadn't received an email to confirm the delivery of the check nor a phone call. During the call, they informed me that my hardware was destroyed and unable to be delivered. (Without confirming if I wanted the broken hardware back rather than the refund) I then asked if my insurance claim refund was sent since the 10 business day duration had passed, they then asked me for my address and told me that the check would be sent within 10 business days; for the fourth time. Til this day, I haven't received the return of my product nor the check for my claim. Supervisor **** and worker **** (names given to me but seems incorrect) have repeatedly given me the runaround for several months.

  Business Response

  Date: 04/11/2025

  Please see Asurion's attached response. 

• Initial Complaint

  Date:03/14/2025

  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.

  ******* will no longer respond to me or take my calls - this machine is having the same exact issue since 8/2024 - my final conversation with Asurion is below:Hello Asurion, Per my conversation with Asurion Supervisor, ******* on 1/24/2025 at 1:25pm I am sending you documentation that the dishwasher is still not working that the cost of yet another repair exceeds the price of what is left of warranty reimbursement. Price of Machine purchased 9/18/2020 - Approximately $988.00 (5 year warranty)Price of my out of pocket repair from outside technician 12/2024 (Covina Appliance) - $548.23 - reimbursed 1/2/2025 After Covina Appliance came out to replace the motor - 12/2024, the dishwashing machine continues to do the same thing. Covina Appliance came out again on 1/14/2025 and found the tank to be leaking and their email is below stating the cost of parts and labor to replace the tank and that price exceeds the residual amount of the warranty owed to me, which is approximately $439.77 I am requesting to be bought out of my warranty for the residual amount of - $439.77.Thank you in advance,******** ******

  Business Response

  Date: 04/01/2025

  April 1, 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:
  
  Asurion will no longer respond to me or take my calls - this machine is having the same exact issue since 8/2024 - my final conversation with Asurion is below: Hello Asurion, Per my conversation with Asurion Supervisor, ******* on 1/24/2025 at 1:25pm I am sending you documentation that the dishwasher is still not working that the cost of yet another repair exceeds the price of what is left of warranty reimbursement. Price of Machine purchased 9/18/2020 - Approximately $988.00 (5 year warranty) Price of my out of pocket repair from outside technician 12/2024 (Covina Appliance) - $548.23 -reimbursed 1/2/2025 After Covina Appliance came out to replace the motor -12/2024, the dishwashing machine continues to do the same thing. Covina Appliance came out again on 1/14/2025 and found the tank to be leaking and their email is below stating the cost of parts and labor to replace the tank and that price exceeds the residual amount of the warranty owed to me, which is approximately $439.77 I am requesting to be bought out of my warranty for the residual amount of - $439.77. Thank you in advance, ******** ******.
  
  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 KitchenAid 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 filed a claim for your Product due to malfunction. Unfortunately, the resolution of your claim was delayed due to multiple unsuccessful repair attempts.
  
  According to our records, on March 25, 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:03/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got my refund back from ***************** claim , Looks like you did something as a result claims ere resolved asap...

   

  Appreciate your help

  Please close the case 

• Initial Complaint

  Date:03/14/2025

  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 bought a PC through ****** and paid for a two-year warranty with this company, *******. My PC broke, so of course I sent it back to the company for them to fix it. Long story short, I have sent it back now 5 times over the course of half a year, and they still haven't properly fixed it. They have downgraded the internals of the computer and done anything they can to save money, and it still isn't fixed. They have done anything from claim it isn't the right product to lying about repairing it and sending back the box unopened. Please help.

  Business Response

  Date: 04/11/2025

  April 11, 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 bought a PC through ****** and paid for a two-year warranty with this company, *******. My PC broke, so of course I sent it back to the company for them to fix it. Long story short, I have sent it back now 5 times over the course of half a year, and they still haven't properly fixed it.They have downgraded the internals of the computer and done anything they can to save money, and it still isn't fixed. They have done anything from claim it isn't the right product to lying about repairing it and sending back the box unopened. Please help.
  
  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 **************** gaming desktop computer (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 due to the screen and keyboard issues.  Unfortunately, the resolution of your claim was delayed due to multiple unsuccessful repair attempts.
  
  According to our records,the matter was resolved when a Product reimbursement was authorized and issued to you on 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 the hours of 9:00 a.m. and 4:00 p.m.CST.
  
  Regards,
  
  ******** *****, Regulatory Complaints
  Email *************************************
  

• Initial Complaint

  Date:03/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ** Washing machine at ********** on 09 28 2020. I purchased a 5 year warranty from ********************. The washer stopped working and I still have 6 months warranty. I contacted Asurian at least 4 times email and 5 times by phone. I have given them all the information thay possibly need. Each time, they email me for Further information. I need my washer and yet they won't even send a technician to check it. I feel like they are giving me the runaround and I'm 72 years old with anxiety problems.

  Business Response

  Date: 04/08/2025

  April 8, 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 a ** Washing machine at ********** on 09 28 2020. I purchased a 5 year warranty from ********************. The washer stopped working and I still have 6 months warranty. I contacted Asurian at least 4 times email and 5 times by phone. I have given them all the information thay possibly need. Each time, they email me for Further information. I need my washer and yet they won't even send a technician to check it. I feel like they are giving me the runaround and I'm 72 years old with anxiety problems.
  
  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 ** washer (the Product) under your ********** protection plan (the Plan).  The Plan is an optional service contract that provides coverage for the mechanical or electrical failure of your Product caused by defects in materials and/or workmanship; normal wear and tear; dust, heat, or humidity; and power surges.
  
  You filed a claim for your Product due to the Product leaking. Unfortunately, the resolution of your claim was delayed due to a lack of available servicers in your area.
  
  Following receipt of the BBB matter, between March 17, 2025 and April 2, 2025, an Asurion Resolution Specialist (**) attempted to contact you multiple times to offer assistance but was unable to reach you.  The ** wanted to inform you that ******* has authorized a repair reimbursement if you are able to locate a service technician to perform the necessary repairs.  For further assistance, please contact the ** using the contact information provided to you.
  
  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 other questions or concerns, you may contact me by email.  I am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m.CST.
  
  Regards,
  
  **** ******
  Asurion, Regulatory Affairs
  Email ****************************************
  

• Initial Complaint

  Date:03/13/2025

  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.

  ** refrigerator has gone out again and many other problems have occurred with it since purchase. Repairs have been many. On 2/28 the refrigerator went out again, showing a code of CH-E. This was late on Friday night and we had not been home all day with my sisters funeral. When we returned home water was all over the kitchen floor. Being the start of the weekend when most businesses are closed, I waited until Monday morning 3/3 to call in a claim. Customer service assured me that a service man would be at my house by the afternoon of March 5. The service man never showed up. I contacted the phone number provided for the service man and explained the code and how many problems I had dealt with on this refrigerator. He said, with that code I dont work on that; its dangerous. I contacted ******** immediately and told them what he said. Customer service read the note he left for them saying that he had looked at the refrigerator and it couldnt be repaired. I told them that he had never been to my house to check anything; that I had waited on him to show up and when he didnt thats when I called him and told him what the refrigerator was doing. Customer service then said that they wanted him to go back to my house and walk them through what he was seeing. He has never come to my house at any time. Ive attempted to call him and customer service has attempted to call and email him. Neither of us is getting a reply. On Thur March 6 after contacting Customer service again I was told that the complaint was being forwarded to higher up for repair or replacement. Friday March 7 I called customer service again and was told by a supervisor that the replacement was denied. I asked about repair and the supervisor replied that he would again send it higher up and to call back on Monday March 10. It is Monday March 10 and customer service advised that there was still no resolution. In the mean time I have lost about $520. in food as we had just gone to the grocery store.

  Business Response

  Date: 04/11/2025

  April 11, 2025
  
  ****** *******
  **********************
  *****, TX 75704
  
  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:
  
  ** refrigerator has gone out again and many other problems have occurred with it since purchase. Repairs have been many. On 2/28 the refrigerator went out again, showing a code of CH-E. This was late on Friday night and we had not been home all day with my sisters funeral. When we returned home water was all over the kitchen floor. Being the start of the weekend when most businesses are closed, I waited until Monday morning 3/3 to call in a claim. Customer service assured me that a service man would be at my house by the afternoon of March 5. The service man never showed up. I contacted the phone number provided for the service man and explained the code and how many problems I had dealt with on this refrigerator. He said, with that code I dont work on that; its dangerous. I contacted ******** immediately and told them what he said. Customer service read the note he left for them saying that he had looked at the refrigerator and it couldnt be repaired. I told them that he had never been to my house to check anything; that I had waited on him to show up and when he didnt thats when I called him and told him what the refrigerator was doing. Customer service then said that they wanted him to go back to my house and walk them through what he was seeing. He has never come to my house at any time. Ive attempted to call him and customer service has attempted to call and email him. Neither of us is getting a reply. On Thur March 6 after contacting Customer service again I was told that the complaint was being forwarded to higher up for repair or replacement. Friday March 7 I called customer service again and was told by a supervisor that the replacement was denied. I asked about repair and the supervisor replied that he would again send it higher up and to call back on Monday March 10. It is Monday March 10 and customer service advised that there was still no resolution. In the mean time I have lost about $520. in food as we had just gone to the grocery store.
  
  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 ** 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 was no longer cooling.  Unfortunately, the resolution of your claim was delayed due to an issue scheduling repair technicians, and multiple unsuccessful repair attempts.
  
  According to our records,the matter was resolved when a Product reimbursement was authorized and issued to you, together with a Food Loss reimbursement on March 19, 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 *************************************