Complaints
Customer Complaints Summary
- 77 total complaints in the last 3 years.
- 22 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:12/06/2025
Type: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.
My family or ***** moblity customers, when we purchased our new phones recently we were sold Asurion device protection. My son's phone was damaged beyond repair and we paid for full device replacement insurance. After weeks of applying for a replacement phone Asurion continued to deny coverage and forcing an automated claims process which prevented an approved claim. Asurion's automated process makes it impossible for customers to receive services paid for, I have spent weeks with both ***** ******** and Arusion for a resolution. This company needs to be help accountable for not providing service to paying customers and loose their A level status with the BBB.
Business Response
Date: 25/06/2025
June 25, 2025
**** *******
**** ***** ******* ***
******** ** *** ***
*** **** * ********
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 June 12,
2025, states:
“My family or ***** moblity customers,
when we purchased our new phones recently we were sold Asurion device
protection. My son's phone was damaged beyond repair and we paid for full
device replacement insurance. After weeks of applying for a replacement phone
Asurion continued to deny coverage and forcing an automated claims process
which prevented an approved claim. Asurion's automated process makes it
impossible for customers to receive services paid for, I have spent weeks with
both ***** ******** and Arusion for a resolution. This company needs to be help
accountable for not providing service to paying customers and loose their A
level status with the BBB.”
The desired resolution listed in your case
states the following:
“Replacement.”
Response:
Asurion is the administrator for the
***** Device Care Complete (“DCC”) program, which is available as an added
service through *****. The program is administrated by Asurion. Under the plan,
if a subscriber’s wireless device is lost, stolen, or damaged, the subscriber
may make a claim by calling Asurion’s toll-free telephone number or online at
www.phoneclaim.com. Our records indicate
that on November 23, 2024, you enrolled in DCC, and remain enrolled.
You recently filed a claim
for your ***** iPhone 15 (128GB) (“Claimed Device”) reporting to damage for the
wireless number ending in 1101. Unfortunately, the
resolution of your claim was delayed as the claim was denied.
According to our records,
the ****er was resolved when your claim was approved for completion, and a
replacement device is in transit to you via *** tracking number 1ZV560682006565469.
Based on the above, we believe the issue raised in
this ****er has now been resolved. We
apologize for any inconvenience this ****er 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 ****er 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,
******** ****** ********** **********
***** **************************Initial Complaint
Date:09/06/2025
Type: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 filed a claim for a hub on my range unit malfunctioning on May 5, 2025. Nearly a month later I have gotten no updates and my issue has not been resolved. Recently another hub stopped working and I tried to file a second claim. I was told I was not able to have two active claims at the same time, and that I would have to wait for my current claim to finish being processed before I could start another. They said a supervisor would reach out to me in order to help with my situation, but nobody ever called me.
I later called them back and asked if I could get another solution to my situation (either replacement or reimbursement), and they kept saying they would not be able to process anything until my current claim was resolved. They kept refusing to let me speak to management, stating they could not be reached by email or phone.
They have taken way too long to resolve my first claim, are not willing let me file a second claim, and will not give me resolution to my current situation.Business Response
Date: 25/06/2025
June
25, 2025
*** ****
*** **** ******
******* ** *** ***
Complaint
ID # 23444030
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 filed a claim for a hub on my range unit malfunctioning on
May 5, 2025. Nearly a month later I have gotten no updates and my issue has not
been resolved. Recently another hub stopped working and I tried to file a
second claim. I was told I was not able to have two active claims at the same
time, and that I would have to wait for my current claim to finish being
processed before I could start another. They said a supervisor would reach out
to me in order to help with my situation, but nobody ever called me. I later
called them back and asked if I could get another solution to my situation
(either replacement or reimbursement), and they kept saying they would not be
able to process anything until my current claim was resolved. They kept
refusing to let me speak to management, stating they could not be reached by
email or phone. They have taken way too long to resolve my first claim, are not
willing let me file a second claim, and will not give me resolution to my
current situation.”
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 Hisense range (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 the back burner hub stopped working. Unfortunately, the resolution of your claim
was delayed due to an issue sourcing the parts necessary to complete the repair
of your Product.
According to our records,
the matter was resolved on June 25, 2025, when a member of our team discussed the matter
with you, and was informed that you no longer had the range, and no longer
needed service.
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. 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 **************@asurion.comInitial Complaint
Date:09/06/2025
Type: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 freezer and Asurion protection plus from ****** on Oct 27, 2025.
Somewhere between May 21-June 4th the deep freeze compressor failed and filled the cavity of the freezer with hot air.
It destroyed 150kg of meat.
According to the purchased plan both the freezer and the spoilage should be covered.
I threw the meat out but was told I HAD to keep the freezer until a techs could look at it.
It has been 6 days and the only thing I’ve gotten from Asurion is more hoops and zero commitment to completing what I was told would be done within 48hours.
I have tried to clean the bio-hazard Freezer to no avail. It is disgusting.
After dealing with Asurion, on the phone while filling out the paperwork asked of me. The only communication I have received was to be told they won’t process my claim due to not having the model number correct, and having 2025 on the date. the model number they already had through my receipt they received from ******.
I’ve updated it and am told I now need to live with this biohazard for another week.
This is absurd. I don’t know how to proceed as I’ve either been hung up on or to they will get back to me with never hearing anything.Business Response
Date: 23/06/2025
June
23, 2025
**** ********
E-mail: ********5@****.com
Complaint
ID # 23442904
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 freezer and Asurion protection plus from
****** on Oct 27, 2025. Somewhere between May 21-June 4th the deep freeze
compressor failed and filled the cavity of the freezer with hot air. It
destroyed 150kg of meat. According to the purchased plan both the freezer and
the spoilage should be covered. I threw the meat out but was told I HAD to keep
the freezer until a techs could look at it. It has been 6 days and the only
thing I’ve gotten from Asurion is more hoops and zero commitment to completing
what I was told would be done within 48hours. I have tried to clean the
bio-hazard Freezer to no avail. It is disgusting. After dealing with Asurion,
on the phone while filling out the paperwork asked of me. The only
communication I have received was to be told they won’t process my claim due to
not having the model number correct, and having 2025 on the date. the model
number they already had through my receipt they received from ******. I’ve
updated it and am told I now need to live with this biohazard for another week.
This is absurd. I don’t know how to proceed as I’ve either been hung up on or
to they will get back to me with never hearing anything.”
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 Hisense freezer (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 compressor and cooling failures.
Unfortunately, the resolution of your claim was delayed due to an issue
with the documentation provided during the claim process and a lack of
available servicers in your area.
According to our records, on
June 11, 2025, the matter was resolved when a Product reimbursement was
authorized and issued to you, together with a food loss reimbursement. 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 [email protected]Initial Complaint
Date:19/05/2025
Type: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 have bought a Proscenic 850T Robot Vacuum and Mop Combo from ******. ca on 06 feb 2024 and on the same time i have bought a Asurion 3 Year Floorcare Extended Protection Plan.
In the month of april 2025 my product stop working so i had emailed the manufacturer but the manufactures says that the product is out of warranty period so cant do anything so i have emailed to asurion insurance as i have taken 2 yrs extra warranty from them from ****** website while purchasing the product, but when i called them they have mentioned me that the extended warranty max claim product value is 50 cad and the product which i purchase, value is 167.99 so cant honor the claim,
while purchasing the extra warranty product it was clearly mentioned on the website that the insured product value is between 175 to 199. and now asurion is not keeping its promise for what it was.
i have complain ****** and asurace but non of them are looking into this issue.
i request you to pls look into this and help me.
i have attached the email send to asurion insurance, conversion to asurion via ******, extended protection plan screenshot, extended protection plan paid receipt, product receipt.
my details is as follow:
Name ****** *********** ** ** ********** ******** **** ** *** *** ******** ******** t2e2n4
Regards
****** VBusiness Response
Date: 23/05/2025
May
23, 2025
****** ***********
**** ** **** ***
******** ** *** ***
Complaint
ID # 23224633
Dear ****** ***********,
In
connection with the above-referenced matter filed with the Better Business
Bureau (“BBB”), we submit the below in response.
In
the matter you filed with the BBB, you state:
“I have bought a Proscenic 850T Robot Vacuum and Mop Combo
from ******. ca on 06 feb 2024 and on the same time i have bought a Asurion 3
Year Floorcare Extended Protection Plan. In the month of april 2025 my product
stop working so i had emailed the manufacturer but the manufactures says that
the product is out of warranty period so cant do anything so i have emailed to
asurion insurance as i have taken 2 yrs extra warranty from them from ******
website while purchasing the product, but when i called them they have
mentioned me that the extended warranty max claim product value is 50 cad and
the product which i purchase, value is 167.99 so cant honor the claim, while
purchasing the extra warranty product it was clearly mentioned on the website
that the insured product value is between 175 to 199. and now asurion is not
keeping its promise for what it was. i have complain ****** and asurace but non
of them are looking into this issue. i request you to pls look into this and
help me. i have attached the email send to asurion insurance, conversion to
asurion via ******, extended protection plan screenshot, extended protection
plan paid receipt, product receipt. my details is as follow: Nam* ****** *********** ** ** ********** ******** **** ** *** *** ******** ******** ****** ******* ****** V”
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 Robot vacuum &
mop combo (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. 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 stopped working.
Unfortunately, the resolution of your claim was delayed due to a
discrepancy between the Product coverage information in our records and the Product
coverage 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 May 15, 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,
V******* ****** ********** **********
***** **************************Customer Answer
Date: 23/05/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23224633, and find that this resolution is satisfactory to me.Initial Complaint
Date:28/04/2025
Type: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.
My husband's phone ***** 8 *** 256Gb is not working, he filed a claim on april 17 2025. Which they didn't have his phone model available. So he chose the ***** 9 *** 255Gb. He kept calling for a follow up regarding the status and he was receiving emails to call regarding his replacement phone which was supposed to be a ***** 9 *** 256 GB which wasn't available. Then kept telling him they we'll upgrade to ***** 9 *** 512 GB. So he received an email April 28 to call regarding his phone. They told me his phone was being released for delivery and provided a tracking number! So my husband and was lied to about receiving a phone. My ***** 9 record's conversion.. He needs his phone for work and he has medical issues..Business Response
Date: 12/05/2025
May
12, 2025
******* ******
***** ** **** ** ****
********* ** *** ***
******
Re:
Case # ********
Dear ******* ******,
In
regard to the above-referenced case that you filed with the Better Business
Bureau (“BBB”), we submit the below in response.
The
case you filed with the BBB states:
“My husband's phone ***** 8 *** 256Gb is not working, he
filed a claim on april 17 2025. Which they didn't have his phone model
available. So he chose the ***** 9 *** 255Gb. He kept calling for a follow up
regarding the status and he was receiving emails to call regarding his
replacement phone which was supposed to be a ***** 9 *** 256 GB which wasn't
available. Then kept telling him they we'll upgrade to ***** 9 *** 512 GB. So
he received an email April 28 to call regarding his phone. They told me his phone
was being released for delivery and provided a tracking number! So my husband
and was lied to about receiving a phone. My ***** 9 record's conversion.. He
needs his phone for work and he has medical issues.”
The desired resolution listed in your case
states the following:
“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 Google ***** 8 *** 5G (256GB) (the “Claimed Device”) under your ***** ****** Care Complete program (the “Program”), which is
available as an added service through Telus.
Under the Program, if a subscriber’s ****** experiences accidental damage from handling (“ADH”) and manufacturing
defects that occur after the one-year manufacturer warranty expires or is lost
or stolen, subscribers may make a service request by calling Asurion’s
toll-free telephone number or online at **************************
You filed a claim for your
Claimed ****** due to malfunction for the wireless number ending in 5128. Unfortunately, the
resolution of your claim was delayed due to an issue with replacement ****** availability
and your dissatisfaction with the comparable replacement models that were
offered.
According to our records, on
April 29, 2025, the matter was resolved when a reimbursement cheque 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,
**** ******
******** ********** *******
***********************Initial Complaint
Date:14/03/2025
Type: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 submit this complaint against Asurion due to the lack of response and resolution regarding my phone claim, which was filed on February 17th, 2025. As of today, March 14th, 2025, I have yet to receive a solution despite my continuous follow-ups.
I lost my phone in a large city like T******, and I cannot locate it through Find My, likely because someone has taken it. I understand that insurance providers typically offer support in such situations, correct? Unfortunately, I am unable to access my bank accounts, and my work requires formal communication, which has been particularly challenging. On top of that, I have two-step verification for everything, so it’s even harder to regain access to anything. I also had to rely on taking the train one day in January, and even though I had my laptop with me, I couldn’t use it anywhere, especially not on a snowy street with no spot to connect to the internet.
Another unfortunate situation happened when my ***** ran out of battery. Without my phone, I had to walk a long way in -20°C just to find a place to call for a tow. Thankfully, I was able to ask some people from nearby houses for help, it was a tough experience.
I am fully aware that I am responsible for paying the replacement fee, which I am willing to comply with; however, due to Asurion's negligence and the failure to process my claim in a timely manner, I believe it is unreasonable to continue charging me for a deductible. It is unacceptable that after nearly a month of waiting and multiple calls to the customer service, I continue to receive empty promises of an email update that never arrives. Meanwhile, I am still being charged over $70 CAD per month for insurance, in addition to hundreds of dollars to my service provider, without access to my device.
Maybe if I hadn’t paid so much money for insurance, I wouldn’t mind just buying a new phone.
I request that Asurion fulfills its obligation and processes my claim without further delay.Business Response
Date: 27/03/2025
March 27, 2025
N******
J*****
[email protected]
Re: Case # ********
Dear N****** J******
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 submit this complaint against Asurion
due to the lack of response and resolution regarding my phone claim, which was
filed on February 17th, 2025. As of today, March 14th, 2025, I have yet to
receive a solution despite my continuous follow-ups. I lost my phone in a large
city like T******, and I cannot locate it through Find My, likely because
someone has taken it. I understand that insurance providers typically offer
support in such situations, correct? Unfortunately, I am unable to access my
bank accounts, and my work requires formal communication, which has been
particularly challenging. On top of that, I have two-step verification for
everything, so it’s even harder to regain access to anything. I also had to
rely on taking the train one day in January, and even though I had my laptop
with me, I couldn’t use it anywhere, especially not on a snowy street with no
spot to connect to the internet. Another unfortunate situation happened when my
***** ran out of battery. Without my phone, I had to walk a long way in -20°C
just to find a place to call for a tow. Thankfully, I was able to ask some
people from nearby houses for help, it was a tough experience. I am fully aware
that I am responsible for paying the replacement fee, which I am willing to
comply with; however, due to Asurion's negligence and the failure to process my
claim in a timely manner, I believe it is unreasonable to continue charging me
for a deductible. It is unacceptable that after nearly a month of waiting and
multiple calls to the customer service, I continue to receive empty promises of
an email update that never arrives. Meanwhile, I am still being charged over
$70 CAD per month for insurance, in addition to hundreds of dollars to my
service provider, without access to my device. Maybe if I hadn’t paid so much
money for insurance, I wouldn’t mind just buying a new phone. I request that
Asurion fulfills its obligation and processes my claim without further delay.”
The desired resolution listed in your case
states the following:
“Replacement.”
Response:
The
Smart/Phone Care (“SPC”) program is an added service provided by **** Mobility
(“****”). Under SPC, if a subscriber’s
wireless phone fails due to defects in parts and workmanship beyond the
manufacturer’s warranty, fails due to normal wear and tear, suffers a power
surge, or is lost, stolen, or accidentally damaged, the subscriber may make a
claim by calling * ***** ********. Our
records indicate that on May 7, 2024, you enrolled the
International Mobile Equipment Identity numbers (“IMEI”) ending in ****
(wireless number ending in ****) and the IMEI ending in
**** (wireless number ending in ****) in SPC, and they remain enrolled.
After receiving this matter, Asurion
reviewed the relevant account and claim history to remediate the matter where
possible. Based on that review, Asurion
determined that on February
16, 2025, and February 17, 2025, you
filed online claims for two (2) ***** ****** 15 Pro Max (256GB) devices; one
(1) for the IMEI ending in ***** (wireless
number ending in ****), and one (1) for the IMEI ending in **** (wireless number ending in ****), reporting both devices as lost. During the claim process, you were advised
that a claim affidavit, including a photocopy of a government-issued photo
I.D., was required to proceed with both claims, which you agreed to
provide. On February 17, 2025, Asurion received
the documentation for both claims, pending review. On February 24, 2025, you contacted Asurion
to follow up on the pending claims and were informed that the review was ongoing. However, you reported that the claims went
unresolved.
Asurion acknowledges a delay in resolving
your claim due to the extended review process and sincerely apologizes for any
inconvenience you may have experienced. Please
note that Asurion aims to make the claim process quick and easy for its
customers while ensuring reasonable security measures are in place to protect
customers from unauthorized claims being processed on their accounts.
Following the receipt of this
matter, our records indicate that on March 24, 2025, an Asurion representative
attempted to contact you to complete the required claim interviews for your
claims but could not reach you. At your
earliest convenience, please contact us at ***************
Please
accept our sincerest apology for any inconvenience this may have caused as we
work through a resolution to bring the matter to a satisfactory conclusion.
Regards,
Vi****** W****, Regulatory
Complaints
***** **************************Business Response
Date: 27/03/2025
March 27, 2025
N******
J*****
[email protected]
Re: Case # ********
Dear N****** J******
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 submit this complaint against Asurion
due to the lack of response and resolution regarding my phone claim, which was
filed on February 17th, 2025. As of today, March 14th, 2025, I have yet to
receive a solution despite my continuous follow-ups. I lost my phone in a large
city like T******, and I cannot locate it through Find My, likely because
someone has taken it. I understand that insurance providers typically offer
support in such situations, correct? Unfortunately, I am unable to access my
bank accounts, and my work requires formal communication, which has been
particularly challenging. On top of that, I have two-step verification for
everything, so it’s even harder to regain access to anything. I also had to
rely on taking the train one day in January, and even though I had my laptop
with me, I couldn’t use it anywhere, especially not on a snowy street with no
spot to connect to the internet. Another unfortunate situation happened when my
***** ran out of battery. Without my phone, I had to walk a long way in -20°C
just to find a place to call for a tow. Thankfully, I was able to ask some
people from nearby houses for help, it was a tough experience. I am fully aware
that I am responsible for paying the replacement fee, which I am willing to
comply with; however, due to Asurion's negligence and the failure to process my
claim in a timely manner, I believe it is unreasonable to continue charging me
for a deductible. It is unacceptable that after nearly a month of waiting and
multiple calls to the customer service, I continue to receive empty promises of
an email update that never arrives. Meanwhile, I am still being charged over
$70 CAD per month for insurance, in addition to hundreds of dollars to my
service provider, without access to my device. Maybe if I hadn’t paid so much
money for insurance, I wouldn’t mind just buying a new phone. I request that
Asurion fulfills its obligation and processes my claim without further delay.”
The desired resolution listed in your case
states the following:
“Replacement.”
Response:
The
Smart/Phone Care (“SPC”) program is an added service provided by **** Mobility
(“****”). Under SPC, if a subscriber’s
wireless phone fails due to defects in parts and workmanship beyond the
manufacturer’s warranty, fails due to normal wear and tear, suffers a power
surge, or is lost, stolen, or accidentally damaged, the subscriber may make a
claim by calling * ***** ********. Our
records indicate that on May 7, 2024, you enrolled the
International Mobile Equipment Identity numbers (“IMEI”) ending in ****
(wireless number ending in ****) and the IMEI ending in
**** (wireless number ending in ****) in SPC, and they remain enrolled.
After receiving this matter, Asurion
reviewed the relevant account and claim history to remediate the matter where
possible. Based on that review, Asurion
determined that on February
16, 2025, and February 17, 2025, you
filed online claims for two (2) ***** ****** 15 Pro Max (256GB) devices; one
(1) for the IMEI ending in ***** (wireless
number ending in ****), and one (1) for the IMEI ending in **** (wireless number ending in ****), reporting both devices as lost. During the claim process, you were advised
that a claim affidavit, including a photocopy of a government-issued photo
I.D., was required to proceed with both claims, which you agreed to
provide. On February 17, 2025, Asurion received
the documentation for both claims, pending review. On February 24, 2025, you contacted Asurion
to follow up on the pending claims and were informed that the review was ongoing. However, you reported that the claims went
unresolved.
Asurion acknowledges a delay in resolving
your claim due to the extended review process and sincerely apologizes for any
inconvenience you may have experienced. Please
note that Asurion aims to make the claim process quick and easy for its
customers while ensuring reasonable security measures are in place to protect
customers from unauthorized claims being processed on their accounts.
Following the receipt of this
matter, our records indicate that on March 24, 2025, an Asurion representative
attempted to contact you to complete the required claim interviews for your
claims but could not reach you. At your
earliest convenience, please contact us at ***************
Please
accept our sincerest apology for any inconvenience this may have caused as we
work through a resolution to bring the matter to a satisfactory conclusion.
Regards,
Vi****** W****, Regulatory
Complaints
***** **************************Initial Complaint
Date:09/03/2025
Type: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.
On March 8th 2025 I filed a claim for accidentally phone damage and asurion who is the company responsible for processing the claim is denying the claim for absolutely no good reason. How is this company allowed to collect a monthly fee and then be allowed to deny any claim that is covered under the policy. The representatives are complete liars, and do nothing more than waste your time with blatant lies and false informationBusiness Response
Date: 21/03/2025
March 21, 2025
E**** ******
4550 ****** ***
******** ** *****
Re: Case # 23041652
Dear E**** S******
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 9,
2025, states:
“On March 8th 2025 I filed a claim for
accidentally phone damage and asurion who is the company responsible for
processing the claim is denying the claim for absolutely no good reason. How is
this company allowed to collect a monthly fee and then be allowed to deny any
claim that is covered under the policy. The representatives are complete liars,
and do nothing more than waste your time with blatant lies and false
information.”
The desired resolution listed in your case
states the following:
“Replacement.”
Response:
The Wireless Phone Protection
program (“WPP”) is a device protection plan that is available to V******
Wireless customers and provides coverage for eligible devices that are lost,
stolen, or damaged. Asurion Insurance
Services, Inc. (“Asurion”) is the program administrator for WPP.
Your WPP enrollment history is as
follows:
On September 23, 2024, the primary account holder, Abe Sasson (the “Insured”), enrolled the wireless number ending in 7463 in WPP.
On January 17, 2025, a Welcome Letter, which provided the WPP Terms and Conditions, including the WPP Wireless Communications Equipment Coverage Insurance Policy (the “Insurance Policy”), was sent to the Insured.
On February 12, 2025, the Insured terminated the WPP coverage for the wireless number ending in 7463.
On February 13, 2025, the Insured re-enrolled the wireless number ending in 7463 in WPP and remains enrolled.
In addition, program brochures
detailing the Terms and Conditions of the WPP program are available at V****** retail locations at the time the customer decides to enroll. The program
brochure also provides access to the WPP Terms and Conditions, including the
Insurance Policy. Program details,
including the WPP Terms and Conditions and the Insurance Policy, can also be
obtained at any time at the customer’s convenience online at ************************** or *************** or by calling Asurion’s toll-free
number.
The Insurance Policy includes the
following information relevant to your concerns:
G.
ADDITIONAL CONDITIONS
4.
Eligibility
a.
To be eligible for coverage you must 1. be a
valid,
active and current subscriber of the
Wireless
Service Provider or an approved user of
a
mobile number on a valid, active and current
account
with the Wireless Service Provider for
which
the account holder has authorized
coverage;
2. not have engaged in fraud or abuse
with
respect to this or a similar communications
equipment
insurance program; and 3. not be in
breach
of any material term of the policy,
including
but not limited to failure to return
damaged
Covered Property when requested in
conjunction
with a loss.
Following the receipt of this
matter, Asurion conducted a full review of the relevant account and claim
history with the aim to, where possible, remediate the matter. Asurion
determined that following your February 13, 2025, re-enrollment in WPP, between
March 8, 2025, and March 10, 2025, you filed four (4) claims for a damaged
S****** Galaxy S25 Ultra 5G (256GB) (“Claimed Device”) for the wireless number
ending in 7463. Upon reviewing the claim information and your history, Asurion
determined that your claims were properly denied. Although there were various
denial reasons, ultimately, we investigated your account activity and found
related unusual and/or suspicious account activity. Therefore, the claims were
denied in accordance with the Additional Conditions, section G.4.a (as noted
above). Please note that more specific
details cannot be provided as this would compromise the integrity of our
insurance program’s systems and controls.
The policy guidelines Asurion
follows have been explained in this letter; therefore, we consider this matter
addressed.
Regards,
V******* ****** Regulatory
Complaints
Email **************************Initial Complaint
Date:31/01/2025
Type: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 Against: Asurion (C***** Excellence Plus Program)
Date of Transaction: December 20, 2024
Amount Paid: N/A (Extended Warranty Coverage)
Details of the Complaint:
On December 20, 2024, I opened a case with Asurion under the C***** Excellence Plus Program regarding a malfunctioning refrigerator covered under the extended warranty. Despite following all necessary procedures and providing the required information, as of January 31, 2025, the issue has not been resolved.
I have reached out to Asurion multiple times for an update, but customer support has not provided a clear resolution or timeline for repair or replacement. This extended delay has caused significant inconvenience, as a functioning refrigerator is an essential household appliance.
Attempts to Resolve the Issue:
I have made several attempts to follow up with Asurion customer support, but I have not received any concrete information regarding when my issue will be resolved. The lack of timely service and communication is unacceptable, especially for a product covered under an extended warranty program.
Desired Resolution:
I request that Asurion take immediate action to resolve this issue per the terms of the warranty. Additionally, I expect clear and transparent communication regarding the status and next steps of my claim.
I hope this matter can be resolved promptly without further escalation.Business Response
Date: 18/02/2025
February
*** ****
H******** ********
***********************
Complaint ID # 22881848
Dear H******** *********
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 Against: Asurion (C***** Excellence Plus Program)
Date of Transaction: December 20, 2024 Amount Paid: N/A (Extended Warranty
Coverage) Details of the Complaint: On December 20, 2024, I opened a case with
Asurion under the C***** Excellence Plus Program regarding a malfunctioning
refrigerator covered under the extended warranty. Despite following all
necessary procedures and providing the required information, as of January 31,
2025, the issue has not been resolved. I have reached out to Asurion multiple
times for an update, but customer support has not provided a clear resolution
or timeline for repair or replacement. This extended delay has caused
significant inconvenience, as a functioning refrigerator is an essential
household appliance. Attempts to Resolve the Issue: I have made several
attempts to follow up with Asurion customer support, but I have not received
any concrete information regarding when my issue will be resolved. The lack of
timely service and communication is unacceptable, especially for a product
covered under an extended warranty program. Desired Resolution: I request that
Asurion take immediate action to resolve this issue per the terms of the
warranty. Additionally, I expect clear and transparent communication regarding
the status and next steps of my claim. I hope this matter can be resolved
promptly without further escalation.”
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 C***** Excellence Plus+ 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 with diagnosing the product at the service center.
According to our records,
the matter was resolved when a replacement Product was shipped and delivered to
you on February 13,
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:29/01/2025
Type: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 *********** controller from The ****** along with an extended warranty. When I had an issue, The ****** directed me to Asurion, where I filed a claim on October 16, 2024. I provided all requested documents and shipped the controller, which was received and approved in late December.
On January 3rd, I informed supervisor A***** that I had not received my cheque and that I was moving after January 21st. She assured me the original cheque would be canceled and a new one issued. I later received a cheque around January 12th, deposited it on January 14th, only to have it bounce—resulting in a return fee—because it was the canceled one. Alexis never informed me not to deposit it.
I contacted Asurion on January 16th, and an agent said they would investigate by reviewing the call recordings. Despite multiple follow-ups over the past two weeks, I kept receiving the same response: "We're investigating." On January 27th, I escalated to supervisor N******* who promised an update by January 29th. However, today she emailed stating that she still has no update and needs more time.
I have been patient, but this has caused unnecessary delays and frustration. I need my replacement cheque issued immediately and reimbursement for the return fee since I was not properly informed. Please provide a resolution as soon as possible.
The supervisor handling my case was consistently unreachable, despite my repeated requests to be transferred. Not once did she follow up with me regarding the status of my claim. Businesses should follow proper procedures and uphold their commitments to customers. I believe that since The Source was acquired by **** **** Asurion’s customer service has declined towards The source customers. I have come across multiple similar complaints, suggesting that customers are not receiving the same level of support as before.Business Response
Date: 18/02/2025
February *** ****
R**** ****
05*******************
Complaint
ID # 22873378
Dear R**** *****
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 *********** controller from The ****** along
with an extended warranty. When I had an issue, The ****** directed me to
Asurion, where I filed a claim on October 16, 2024. I provided all requested
documents and shipped the controller, which was received and approved in late
December. On January 3rd, I informed supervisor A***** that I had not received
my cheque and that I was moving after January 21st. She assured me the original
cheque would be canceled and a new one issued. I later received a cheque around
January 12th, deposited it on January 14th, only to have it bounce—resulting in
a return fee—because it was the canceled one. A***** never informed me not to
deposit it. I contacted Asurion on January 16th, and an agent said they would
investigate by reviewing the call recordings. Despite multiple follow-ups over
the past two weeks, I kept receiving the same response: "We're
investigating." On January 27th, I escalated to supervisor N******, who
promised an update by January 29th. However, today she emailed stating that she
still has no update and needs more time. I have been patient, but this has
caused unnecessary delays and frustration. I need my replacement cheque issued
immediately and reimbursement for the return fee since I was not properly
informed. Please provide a resolution as soon as possible. The supervisor
handling my case was consistently unreachable, despite my repeated requests to
be transferred. Not once did she follow up with me regarding the status of my
claim. Businesses should follow proper procedures and uphold their commitments
to customers. I believe that since The ****** was acquired by **** **** Asurion’s customer service has declined towards The source customers. I have
come across multiple similar complaints, suggesting that customers are not
receiving the same level of support as before.”
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 **** video game controller (the “Product”) under The ****** 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 controller experiencing an issue with the joystick drifing
and that the “X” key sometimes stuck. During
the claim process, Asurion offered to provide a Product reimbursement in the
form of a check totaling $62.99, which you accepted. As a result, the $62.99 reimbursement check
(“Check #1”) was issued to you on December 24, 2024. However, on January 3, 2025, you contacted
Asurion to report that you had not received the reimbursement check. To resolve the matter, Check #1 was voided,
and a new check (“Check #2”) was reissued to you. Unfortunately, the resolution of your claim
was delayed as the voided Check #1 was delivered to you and later cashed,
resulting in a bounced payment and a $10 return payment fee. In addition, Check #2 was delivered to your
address after you had relocated.
According to our records,
the matter was resolved when a new $62.99 reimbursement check (“Check #3”) was issued
to you on February 10, 2025.
Regarding your request for a
refund of the $10 returned payment fee associated with your attempt to cash
Check #1, unfortunately, Asurion
cannot honor your request to refund the returned payment fee as you were
informed that Check #1 had been voided prior to the reissuance of Check #2.
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,
V******* *****, Regulatory
Complaints
Email **************************Initial Complaint
Date:28/01/2025
Type: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.
Key Issues with Asurion’s Service Model
Excessive Delays Between Claims and Repairs:
First Claim: Filed November 1, 2023; repairs completed March 31, 2024 (150 days) but failed to resolve intermittent shutdowns.
Second Claim: Filed November 1, 2024; repairs completed January 6, 2025 (66 days) with the issue still unresolved.
Repeated Repair Failures:
The unresolved issue (intermittent shutdowns) persisted across both claims, with ********* confirming further repairs would not address the problem.
Breakdowns in Communication and Training:
Asurion staff repeatedly provided incorrect information about timelines and next steps.
Locked, unusable documents delayed progress and required rework.
Representatives demonstrated inconsistent knowledge of processes and failed to provide clarity.
Vendor Mismanagement:
********* missed multiple appointments, failed to communicate part delays, and could not resolve the issue.
Asurion failed to oversee vendor performance or enforce accountability.
Customer Experience Failures:
Prolonged delays and miscommunication left the customer without a working product for extended periods.
The lack of escalation or proactive action added unnecessary burden to the customer.
Systemic Issues in Asurion’s Business Model:
Poor training, unreliable vendor partnerships, and weak escalation procedures highlight systemic operational failures.
$1433.25 - Total Cost of ProductBusiness Response
Date: 11/02/2025
February
11, 2025
**** ****
2439 210th St
Langley, BC V2Z 2A9
CANADA
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:
“Key Issues with Asurion’s Service Model Excessive Delays
Between Claims and Repairs: First Claim: Filed November 1, 2023; repairs
completed March 31, 2024 (150 days) but failed to resolve intermittent
shutdowns. Second Claim: Filed November 1, 2024; repairs completed January 6,
2025 (66 days) with the issue still unresolved. Repeated Repair Failures: The
unresolved issue (intermittent shutdowns) persisted across both claims, with ********* confirming further repairs would not address the problem. Breakdowns
in Communication and Training: Asurion staff repeatedly provided incorrect
information about timelines and next steps. Locked, unusable documents delayed
progress and required rework. Representatives demonstrated inconsistent
knowledge of processes and failed to provide clarity. Vendor Mismanagement:
********* missed multiple appointments, failed to communicate part delays, and
could not resolve the issue. Asurion failed to oversee vendor performance or
enforce accountability. Customer Experience Failures: Prolonged delays and
miscommunication left the customer without a working product for extended
periods. The lack of escalation or proactive action added unnecessary burden to
the customer. Systemic Issues in Asurion’s Business Model: Poor training,
unreliable vendor partnerships, and weak escalation procedures highlight
systemic operational failures. $1433.25 - Total Cost of Product.”
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 Vizio TV (the “Product”) under your Costco protection plan (the “Plan”). The
Plan is an optional service contract that provides coverage for the mechanical
or electrical failure of your Product caused by defects in materials and/or
workmanship; normal wear and tear; dust, heat, or humidity; and power surges.
You filed a claim for your
Product due to malfunction.
Unfortunately, the resolution of your claim was delayed due to an issue
with the documentation provided during the claim process, scheduling issues,
and multiple unsuccessful repair attempts.
According to our records, on
February 7, 2025, the matter was resolved when a Product reimbursement was
authorized and initiated by Asurion.
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. 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,
M*** ******
Asurion, Regulatory
Affairs
***** ***********************
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