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

• 

  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

  
• 

  Power Plus

  PO Box 1340 Sterling, VA 20167

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

• Initial Complaint

  Date:02/27/2023

  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 ** on 1/6/22 from AAFES. The ** (a **** Bravia XR55-A90J - on sale at Best Buy for $2000 at the time of this writing ********************************************************************************************************************) was originally listed at $2799, on sale for $2299 and price matched to $899. I purchased a protection plan for $99 on 1/18/2022 from AAFES administered by *******. On 1/18/23, I submitted a claim to Asurion because the ** was malfunctioning. They had a repair tech hired through a local company (******** ** and Appliance Repair in *********, **) come to my house, do some initial troubleshooting and attempt to replace a likely problem part. He determined it needed more in-depth repair and that he would have to take the ** back to their repair facility. After three weeks of zero communication with *******, I received an email stating that the ** was beyond repair on 2/10. Again, without any further communication with *******, I received an email on 2/13 stating I would receive a check for $899 as a reimbursement for my **. No option was given to replace my ** - likely due to the difference in cost. I never signed anything that stated I would not receive the ** back. After two more weeks of talking to various people trying to track down an additional reimbursement check - and daily bring promised multiple callbacks that never came - I finally received a phone call from someone name ****** at Internal Resolutions. He explained that they would not be issuing an additional check, nor would he explain why they chose to reimburse rather than replace the **. At one point, despite the option to replace being clearly written in the ****************** of the protection plan, ****** said that they in-fact do not replace any more. I asked to have the ** returned to my possession, and he said that they had already salvaged my ** - which amounts to theft.

  Business Response

  Date: 03/28/2023

  March 28, 2023
  
  ***********************
  9013 *********.
  *******, ** 32566
  
  Re: Case #********
  
  Dear ***********************,
  
  In connection with the above-referenced complaint filed with the Better Business Bureau (BBB),we submit the below in response.
  
  The case you filed with the BBB on February 27, 2023 states:
  
  I purchased a ** on 1/6/22 from AAFES.The ** (a **** Bravia XR55-A90J - on sale at Best Buy for $2000 at the time of this writing ********************************************************************************************************************)was originally listed at $2799, on sale for $2299 and price matched to $899. I purchased a protection plan for $99 on 1/18/2022 from AAFES administered by *******. On 1/18/23, I submitted a claim to Asurion because the ** was malfunctioning. They had a repair tech hired through a local company (******** ** and Appliance Repair in *********, **) come to my house, do some initial troubleshooting and attempt to replace a likely problem part. He determined it needed more in-depth repair and that he would have to take the ** back to their repair facility. After three weeks of zero communication with *******, I received an email stating that the ** was beyond repair on 2/10. Again, without any further communication with *******, I received an email on 2/13 stating I would receive a check for $899 as a reimbursement for my **. No option was given to replace my ** - likely due to the difference in cost. I never signed anything that stated I would not receive the ** back. After two more weeks of talking to various people trying to track down an additional reimbursement check - and daily bring promised multiple callbacks that never came - I finally received a phone call from someone name ****** at Internal Resolutions. He explained that they would not be issuing an additional check, nor would he explain why they chose to reimburse rather than replace the **. At one point,despite the option to replace being clearly written in the terms &conditions of the protection plan, ****** said that they in-fact do not replace any more. I asked to have the ** returned to my possession, and he said that they had already salvaged my ** - which amounts to theft.
  
  The following is the desired resolution listed in your complaint:
  
  Replacement; Check for difference.
  
  Response:
  
  Asurion Service Plans of *******, Inc.(Asurion) is an administrator of extended service plans, buyer protection services, and product support programs that serves more top consumer electronics retailers than any other provider.  
  
  Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter.  Asurion found that on January 6, 2022, you purchased a 3-year Protection Plan (Plan) for your 55-inch **** LCD ** (Product) from AAFES.  On January 12, 2023, you initiated an online claim because the Product was not functioning properly.  Asurion subsequently authorized a Product reimbursement for the purchase price of the Product ($899), pursuant to the Plan terms and conditions.  However, you were dissatisfied with the reimbursement amount because you reported that the original retail price of the Product was listed at $2,799.
  
  All claim determinations are based upon the Plans terms and conditions.  A full and complete copy of the terms and conditions governing your Plan was made available to you on the date of purchase, at the point of sale.  The most pertinent portions of the Plans terms and conditions are included below for your reference:  
  
  What Is Covered:
  
  All Product Plans Except Jewelry & Watches: This Plan covers replacement costs or parts and labor costs to repair your product in the event your product experiences a breakdown which is not covered under any insurance policy, other warranty, or any other service contract. We will, at our discretion, repair or replace the product, or reimburse you for authorized repairs to or replacement of the product, when required due to a breakdown. In-home,depot or carry-in service may be available; the customer service representative will inform you what type of service your product qualifies for after the filing of the claim. For depot service, you will be responsible for delivery or the cost of delivery of the product to the service center for repair or replacement. Non-original parts may be used for repair of the product. If we determine that we cannot service your product as specified in this Plan, we may replace it with a replacement product or, at our discretion, we may issue you a gift card or check for the original purchase price you paid for the product,including applicable sales tax, as indicated on your sales receipt or order confirmation email. At our sole discretion, we may require that you return the product to us as a condition to receiving a replacement product or reimbursement. In the event we provide you a replacement product or reimburse you for the purchase price you paid for the product, including applicable sales tax, all of our obligations under this Plan have been fulfilled in their entirety and this Plan will terminate.
  
  Limit of Liability:
  
  For any single claim, the limit of liability under this Plan is the least of the cost of: (1) authorized repairs; (2) a replacement product; (3) reimbursement for authorized repairs or replacement; or (4) the price that you paid for the product, including applicable sales tax, as indicated on your sales receipt or order confirmation email. The total liability under this Plan for any single product is: (a) replacement of the product with a replacement product; (b) reimbursement of the purchase price you paid for the product,including applicable sales tax as indicated on your sales receipt or order confirmation email; or (c) the total of all authorized repairs up to the purchase price you paid for the product, including applicable sales tax as indicated on your sales receipt or order confirmation email. In the event that we have met any of the above conditions (a), (b) or (c) we will have fulfilled all of our obligations under this Plan and this Plan will terminate.
  
  Your Plan, contract number ***********, purchased on January 6, 2022, provided coverage for covered breakdowns of the Product until the expiration of the Plan.  At Asurions discretion, Asurion may replace the Product or provide reimbursement for the price paid for the Product.  Regardless of which option, as indicated above, the total limit of liability under the Plan is the price paid for the Product, including applicable sales taxes, as indicated on your sales receipt or order confirmation email. Here, Asurion processed a $899 check reimbursement representing the purchase price of the Product, pursuant to the terms and conditions of the Plan.  Therefore, Asurion will not honor your request for additional reimbursement. 
  
  Receipt of the above-referenced reimbursement,which reflects the Product's purchase price, fulfills all of Asurions obligations owed under the Plan. Although we cannot meet your desired resolution, we will consider this matter closed based on the above reasons and pursuant to the Plan terms and conditions.
  
  If you have any further questions or concerns,please feel free to contact me by email. I am available Monday through Friday between the hours of 9:00am to 4:00pm CST.
  
  Regards,
  *****************
  Senior Writer, Asurion
  Email:***********************
  

  Customer Answer

  Date: 03/30/2023

   
  Complaint: 19503625
  
  I am rejecting this response because the response provided includes a comment about the total liability being what I paid, regardless of the method of resolution - replacement or reimbursement. The terms and conditions only limit the reimbursement amount, not the liability for replacement. The comments in Asurions response stand in direct contradiction to the terms and conditions under which my plan was purchased. 
  

  Furthermore, Asurions authorized repair facility was unable to return my ** after it was unable to be repaired. I signed nothing that released the ** as my legal property and the terms and conditions state nothing about the ** becoming Asurions property in the event my ** was unable to be repaired. In short, they stole my ** and should return it promptly. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/05/2023

  April 5, 2023
  
  ***********************
  9013 *********.
  *******, ** 32566
  
  Re: Case #********
  
  Dear ***********************,
  
  I am writing in response to the March 30, 2023 rebuttal you filed with the Better Business Bureau (BBB) regarding Asurions response to the above-referenced case.
  
  In your rebuttal filed with the BBB, you state:
  
  I am rejecting this response because the response provided includes a comment about the total liability being what I paid, regardless of the method of resolution - replacement or reimbursement.The terms and conditions only limit the reimbursement amount, not the liability for replacement. The comments in Asurions response stand in direct contradiction to the terms and conditions under which my plan was purchased. 
  Furthermore, Asurions authorized repair facility was unable to return my ** after it was unable to be repaired. I signed nothing that released the ** as my legal property and the terms and conditions state nothing about the ** becoming Asurions property in the event my ** was unable to be repaired. In short, they stole my ** and should return it promptly.
  Response:
  
  To clarify, the What Is Covered provision highlighted in our previous response states that we will,at our discretion, repair or replace the product, or reimburse you for authorized repairs to or replacement of the product, when required due to a breakdown. 
  
  The terms and conditions also state that if we determine that we cannot service your product as specified in this Plan, we may replace it with a replacement product or, at our discretion, we may issue you a gift card or check for the original purchase price you paid for the product, including applicable sales tax, as indicated on your sales receipt or order confirmation email.
  
  Regardless of which option, the total limit of liability under the Plan, also highlighted in our previous response, is the price paid for the Product, including applicable sales taxes, as indicated on your sales receipt or order confirmation email. 
  
  In response to your additional concerns regarding the return of the claimed Product, also under the What Is Coveredprovision, the terms and conditions state that at our sole discretion, we may require that you return the product to us as a condition to receiving a replacement product or reimbursement.  Here,when Asurion determined that your Product was unrepairable, and authorized a Product reimbursement, the return of the Product, which was already in Asurions possession, was a condition for receiving the reimbursement check.
  
  Although we cannot meet your desired resolution,we will consider this matter closed based on the above reasons and pursuant to the Plan terms and conditions.
  
  Regards,
  
  **********************;                                                                                                                     
  Senior Writer, Asurion
  Asurion | ***********************
  

• Initial Complaint

  Date:02/27/2023

  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.

  Claim #********** This claim has been the worst headache. Submitted the claim on January 12, 2023. The assigned tech contacted me to inform me he would not be accepting the repair job. Asurion would find a new repair tech. Never received a call or any contact when the new service provider was assigned and only found out one had been assigned when I checked the claim number online and found out the servicer had come by but nobody what there. Please callCalled the number provided and find out there was no service request filed with that company. After many phone calls between Asurion and the service provider, I discovered the claim had an old cell phone number as the contact number. Update the number with both Asurion and the service provider (who had my address and old phone number but no service request from Asurion) and wait for Asurion to resend a service request to the provider. A few days go by, no response or text update so I go into the chat part of the claim check online and ask and am informed I will receive a phone call directly from scheduling within 2 business days.On Feb 13, I get a text update from Asurion that my repair request has been assigned to the original tech who will reject the job. I call him to confirm he is still rejecting the job and then call Asurion on Feb 15.. Talk to a supervisor who puts in the notes that that tech is rejecting the job and resubmits the claim to the scheduling department. She tells me I will hear something within 2 business days. I called again on Feb 22 and am informed that my claim was closed on Feb 6 and the repair was completed on Feb 17 (much to my surprise as I never received a phone call, text or email informing me someone had been assigned OR was contacted to schedule the appointment OR had anyone come do a repair). The resolution the supervisor offered was to email the repair company directly and include me in the email and I should see that email within 2 business days

  Customer Answer

  Date: 03/01/2023

  1. Purchase Location: AAFES (online)

  ?2. Brand: Maytag

  ?3. Model/Serial #: **********/*********
  

  Purchase Price: $799
  

  Date Ordered: October 1, 2021

  Business Response

  Date: 03/30/2023

  March 30, 2023
  
  ***************************
  ***********************************. P19
  **********, ** 98315
  
  Re: Case #********
  
  Dear ***************************,
  
  In connection with the above-referenced complaint filed with the Better Business Bureau (BBB),we submit the below in response.
  
  The complaint you filed with the BBB on February 27, 2023, states:
  
  Claim #********** This claim has been the worst headache. Submitted the claim on January 12, 2023. The assigned tech contacted me to inform me he would not be accepting the repair job. Asurion would find a new repair tech. Never received a call or any contact when the new service provider was assigned and only found out one had been assigned when I checked the claim number online and found out the servicer had come by but nobody what there. Please call Called the number provided and find out there was no service request filed with that company. After many phone calls between Asurion and the service provider, I discovered the claim had an old cell phone number as the contact number. Update the number with both Asurion and the service provider (who had my address and old phone number but no service request from Asurion) and wait for Asurion to resend a service request to the provider. A few days go by, no response or text update so I go into the chat part of the claim check online and ask and am informed I will receive a phone call directly from scheduling within 2 business days. On Feb 13, I get a text update from Asurion that my repair request has been assigned to the original tech who will reject the job. I call him to confirm he is still rejecting the job and then call Asurion on Feb 15.. Talk to a supervisor who puts in the notes that that tech is rejecting the job and resubmits the claim to the scheduling department. She tells me I will hear something within 2 business days. I called again on Feb 22 and am informed that my claim was closed on Feb 6 and the repair was completed on Feb 17 (much to my surprise as I never received a phone call, text or email informing me someone had been assigned OR was contacted to schedule the appointment OR had anyone come do a repair). The resolution the supervisor offered was to email the repair company directly and include me in the email and I should see that email within 2 business days
  
  The following is the desired resolution listed in your complaint:
  
  Refund.
  
  Response:
  
  Asurion Services, LLC (Asurion) is an administrator of extended service plans, buyer protection services and product support programs that serve more top consumer electronics retailers than any other provider.  
  
  Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter.  Asurion found that on October 1, 2021, you purchased a 4-year Protection Plan (Plan) for your Maytag washer (the Product) from the Navy Exchange. On January 12, 2023, you initiated a claim because the Product was making an unpleasant sound.  Unfortunately,Asurion was having difficulties with locating an available Asurion-authorized service center, and as of the BBB filing, you reported that the issue remains unresolved.
  
  Following receipt of the BBB matter,******* was able to locate an Asurion-authorized service center and is in the process with scheduling service with you. 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.   
  
  Should you have any additional questions or concerns, please feel free to contact me by email.  I am available Monday through Friday between the hours of 9:00am to 4:00pm CST.
  
  Regards,
  *****************
  Senior Writer, Asurion
  Email:***********************

• Initial Complaint

  Date:02/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an extended warranty with Assurion through *********** It has been a hassle to get someone to my home to fix and or replace my dryer. The technician that was sent to my home was unprofessional and seemed uninterested and not experienced with fixing the appliance. While at my home he realized that he wouldnt be able to repair the dryer he tried to leave with a piece of the appliance that was necessary for operation. He then said that another part needed to be replaced and was supposed to come back to my home the next day. The part was shipped to my home however the that same technician was placed on the order and did not show up. He reported to Assurion that he made an attempt to come to my home and contact me but that was untrue. It has now been since January that Ive been without a dryer.

  Business Response

  Date: 03/30/2023

  March 30, 2023
  
  *********************
  ************************************************
  ******, ** 77396
  
  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 February 24,2023, states:
  
  I purchased an extended warranty with Assurion through *********** It has been a hassle to get someone to my home to fix and or replace my dryer. The technician that was sent to my home was unprofessional and seemed uninterested and not experienced with fixing the appliance. While at my home he realized that he wouldnt be able to repair the dryer he tried to leave with a piece of the appliance that was necessary for operation. He then said that another part needed to be replaced and was supposed to come back to my home the next day. The part was shipped to my home however the that same technician was placed on the order and did not show up. He reported to Assurion that he made an attempt to come to my home and contact me but that was untrue. It has now been since January that Ive been without a dryer.
  
  The desired resolution listed in your case states the following:
  
  Replacement
  
  Response:
  
  Asurion Services, LLC (Asurion) is an administrator of extended service plans, buyer protection services, and product support programs that serve more top consumer electronics retailers than any other provider.After receiving your complaint, we initiated a full review of your interaction history with the aim to, where possible, remediate the matter and, when necessary, make changes to improve the delivery of our services. 
  
  Based on that review, we determined that on October 2, 2018,you purchased a ******* Electronics Dryer (Product) from ************** along with an Asurion 5-Year Protection Plan (Plan). On February 4, 2023, you filed a claim for the Product. ******* acknowledges that there was a delay in providing a resolution for your claim and sincerely apologizes for the inconvenience you may have experienced because of this matter. To resolve your concerns, on March 9, 2023, an Asurion Resolution Specialist contacted you to assist with your claim by offering a Product reimbursement in the form of a check for $764.88, which you accepted. On March 12, 2023, the $764.88 check was sent to you. If you have not received the reimbursement check, please contact the Asurion Resolution Specialist directly using the contact information provided for you.
  
  The receipt of reimbursement fulfills Asurions obligation under the Plan, and we consider this matter closed.
  
  Regards,
  
  ***************************
  Junior Writer, Regulatory Complaints
  Email **************************
  
  
  
  
  
  

• Initial Complaint

  Date:02/23/2023

  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 two Harbinger 12 inch power speakers (Model # *********) from ************* in 2021. I purchased the **** new 36 month ADH protection plan, too. Both of the speakers are buzzing and not working. Claims were made to Asurion for both speakers. I have been on the phone with ************* Asurion for the past 4 nights because of the constant confusion with what they are telling me and what they are actually doing. The initial phone call I was asked if I wanted my refund on both speakers by way of e-gift card or a check. I informed the *** that I wanted checks for both speakers. The *** requested an e-gift card instead of a check. This caused me to have to call in again. Upon my request again to be reimbursed via check, one of my claims was then denied. Both speakers have the same issues, therefore, denying one is absurd. Now, they are requiring me to return one of the speakers in order to complete my claim. There is no reason for all of this runaround because they are not pleased with the fact that I do not want to purchase anything else from *************. If one claim is approved then the other claim for the same exact speaker with the same exact issue should be also. This seems to be an ongoing issue with this warranty service. This needs to be addressed and resolved. Warranties are purchased for a reason and having to spend a week sitting on the phone to correct the errors of the ***s and unexplained requests is unacceptable.

  Business Response

  Date: 03/21/2023

  March 21, 2023
  
  *************************
  *****************************
  ************, ** 41097
  
  Re: Case #********
  
  Dear *************************,
  
  In connection with the above-referenced complaint filed with the Better Business Bureau (BBB),we submit the below in response.
  
  The complaint you filed with the BBB on February 23, 2023, states:
  
  I purchased two Harbinger 12 inch power speakers (Model # *********)from ************* in 2021. I purchased the **** new 36 month ADH protection plan, too. Both of the speakers are buzzing and not working. Claims were made to Asurion for both speakers. I have been on the phone with ************* Asurion for the past 4 nights because of the constant confusion with what they are telling me and what they are actually doing. The initial phone call I was asked if I wanted my refund on both speakers by way of e-gift card or a check.I informed the *** that I wanted checks for both speakers. The *** requested an e-gift card instead of a check. This caused me to have to call in again. Upon my request again to be reimbursed via check, one of my claims was then denied.Both speakers have the same issues, therefore, denying one is absurd. Now, they are requiring me to return one of the speakers in order to complete my claim.There is no reason for all of this runaround because they are not pleased with the fact that I do not want to purchase anything else from *************. If one claim is approved then the other claim for the same exact speaker with the same exact issue should be also. This seems to be an ongoing issue with this warranty service. This needs to be addressed and resolved. Warranties are purchased for a reason and having to spend a week sitting on the phone to correct the errors of the ***s and unexplained requests is unacceptable.
  
  The desired resolution states the following:
  
  Refund.
  
  Response:
  
  Asurion Services, LLC (Asurion) is an administrator of extended service plans, buyer protection services, and product support programs that serve more top consumer electronics retailers than any other provider.
  
  Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter.  Asurion found that on April 17, 2021 and May 7, 2021, you purchased two (2) Harbinger Pro Audio speakers (Products) along with two (2) 36-month Protection Plans (Plans) from *************. On February 21, 2023, you initiated claims for each of your Products because they were not functioning properly.  The claims were subsequently approved, and a Product reimbursement was authorized for each of the claims.  However, you encountered reimbursement issues, including a subsequent claim denial for one of the Products.
  
  Following receipt of the BBB matter, Asurion confirmed that on March 2, 2023, Asurion processed a Product reimbursement by check for each of the Products for $314.59 and $348.28, respectively, for which you confirmed receipt.
  
  Receipt of the above-referenced reimbursements, representative of the purchase price of the Products, including tax, fulfills all obligations owed to you by Asurion under the Plans.  Therefore, we believe the issues raised in the matter have been resolved.   
  
  We sincerely apologize for any inconvenience this may have caused.  We make a commitment to our customers to make the claim process easy and convenient, and we truly regret that this was not so when you contacted us.
  
  If you have any additional questions or concerns, please contact me directly.  I am available by email between the hours of 9 am and 4 pm CST, Monday through Friday.
  
  Regards,
  
  *****************
  Senior Writer, Asurion
  Email: ***********************

• Initial Complaint

  Date:02/23/2023

  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.

  On November 17, 2022 I submitted Request ********** to repair my Apple Macbook Air. The laptop was taken to ************************************************ where it was determined the laptop could not be repaired. I was issued a used replacement device on December 5, 2022. The device turned out to be defective and on December 23, 2022, the Return Merchandise Authorization for the laptop was approved. On January 10, 2023 I received the following email from Asurion Customer Support:"Subject: ********** / AA-****** / SN: FVFHKRHDQ6L4 / ***********************""Hi *****, Please see results from our IT department: Defective - Software. The customer stated that the unit is restarting, and the operating system doesn't load. The customer did troubleshooting steps with our IT team, but he stated it shows the same error. Tech intervention: The unit is perfectly working with no physical damage. Reinstalled its operating system and updated the firmware. The unit had a corrupted operating system and after the reinstallation of the operating system, we were not able to replicate the issue. (See the attached video and Report)We will ship back the replacement next week and tracking number will be sent to your email. If you have questions, please call or email us. Thank you,Asurion Customer Support"The device they returned to me immediately return to the defective state it was sent in for. I have made several attempts to contact supervisors at Asurion since then and I'm always told someone at Asurion will reach out in 3 to 5 business days which they never do. I have essentially been without a laptop for 3 months now due to *******'s refusal to provide me with a working replacement. When I call they say it's up to some 3rd party supplier they use. When I spoke with Asurion 2 weeks ago, they said they couldn't reach the supplier but would call me back. They never called. I want a NEW laptop at this point to avoid any further delays from getting another defective used laptop.

  Business Response

  Date: 03/15/2023

  March 15, 2023
  
  ***********************
  *******************************
  **********, ** 48033
  
  RE: Case ID # ********
  
  Dear ***********************,
  
  In connection with the above-referenced matter filed with the Better Business Bureau (BBB), we submit the following response below.
  
  The matter you filed with the BBB on February 23, 2023 states:
  
  On November 17, 2022 I submitted Request ********** to repair my Apple Macbook Air. The laptop was taken to ************************************************ where it was determined the laptop could not be repaired. I was issued a used replacement device on December 5, 2022. The device turned out to be defective and on December 23, 2022, the Return Merchandise Authorization for the laptop was approved. On January 10, 2023 I received the following email from Asurion Customer Support: "Subject:********** / AA-****** / SN: FVFHKRHDQ6L4 / ***********************" "Hi *****,Please see results from our IT department: Defective - Software. The customer stated that the unit is restarting, and the operating system doesn't load. The customer did troubleshooting steps with our IT team, but he stated it shows the same error. Tech intervention: The unit is perfectly working with no physical damage. Reinstalled its operating system and updated the firmware. The unit had a corrupted operating system and after the reinstallation of the operating system, we were not able to replicate the issue. (See the attached video and Report)We will ship back the replacement next week and tracking number will be sent to your email. If you have questions, please call or email us. Thank you, Asurion Customer Support" The device they returned to me immediately return to the defective state it was sent in for. I have made several attempts to contact supervisors at Asurion since then and I'm always told someone at Asurion will reach out in 3 to 5 business days which they never do. I have essentially been without a laptop for 3 months now due to *******'s refusal to provide me with a working replacement. When I call they say it's up to some 3rd party supplier they use. When I spoke with Asurion 2 weeks ago, they said they couldn't reach the supplier but would call me back. They never called. I want a NEW laptop at this point to avoid any further delays from getting another defective used laptop.
  
  The following is your desired resolution:
  
  Replacement.
  
  Response:
  
  Asurion Services, LLC ("Asurion") is an administrator of extended service plans, buyer protection services, and product support programs that serve more top consumer electronics retailers than any other provider.
  
  Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter.  Asurion found that on October 16, 2022, you enrolled in the Asurion Home+ Protection Plan (the Plan).  The Plan covers replacement costs or repair costs for a covered product in the event it experiences a covered breakdown, including accidental damage from handling as a result of normal use (ADH) for certain portable products.  On November 16, 2022, you initiated a claim because your Apple laptop (Product) was not functioning properly.  Asurion subsequently sent you an Apple laptop (Replacement Product) because your Product was deemed unrepairable.  Unfortunately, you reported that the Replacement Product, too, was not functioning properly and that the issue remains unresolved.
  
  Following receipt of the BBB matter, Asuron researched your concerns.  To resolve the matter, on March 14, 2023, you were offered and accepted a $660.70 Product reimbursement by check, representing the replacement cost of the Product, as determined by Asurion,based on its replacement value, age, and condition immediately prior to the breakdown,for shipping and delivery to your address within ten business days.  At that time, you reported no further concerns.  Therefore, we believe the issues raised have been resolved.
  We sincerely apologize for any inconvenience this may have caused.  We make a commitment to our customers to make the claim process easy and convenient,and we truly regret that this was not so when you contacted us.
  If you have any further questions or concerns, please feel free to contact me by email.  I am available Monday through Friday between the hours of 9:00am to 4:00pm CST.
  Regards,
  
  *****************
  Senior Writer, Asurion
  Email: ***********************
  
  

• Initial Complaint

  Date:02/22/2023

  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 have insurance through Asurion purchased through ******* wireless. It covers items like, lap tops, batteries, tablets, and much more. It covers repair or replacement of like items. On 1-31-23I sent in 2 items a ******* tablet, and a **** laptop. In approximate 24 hours I received a text message stating they were unable to fix the tablet. And to click for the settlement amount. I also received an email with a settlement of $240. I called them and said that that was not enough for a settlement with my item cost close to $1000. They said they would turn it over for further claim evaluation. Anything in regards to my tablet since then. I called 2-21-23 about another item I would like to send in. I had them check on my tablet. back to me? I was told by the first person I spoke with that they would give me another $125.88 plus $41 plus ****** above the $240 they try to settle with but would have to transfer me to another department. Once I was transferred, I spoke with someone and they were only going to pay the 243 that was it that there was no information about any other amount. I asked them to return my tablet and I was told they could not. It had already been processed and we dont have it anymore. I ask what that means, and was told that it was refurbished and already sent out. My tablet was refurbished and sent out to someone else. Why not to me. I want a replacement or close to the full amount of a new tablet. I did receive a call about the laptop stating that it was unrepairable and they were sending it back to me. I did receive that back and they did refund my $100 deductible on that item. And that I believe mostly it was the battery that needed to be replaced and they did not even offer that as an option which should have been taken care of ***** there policy of battery replacement also.

  Customer Answer

  Date: 02/23/2023

  Your clarification needs clarification.

  Associated phone Number ?? Whose mine or there's?

  Mine ************

  There's  ************

   

   

  An Alterative contact number

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

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

   

   

  Business Response

  Date: 03/17/2023

  March 17, 2023
  
  *****************
  ***************************************
  **********, ** 54701
  
  Re: Case # ********
  
  Dear Mr. *************** 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 February 22,2023, states:
  
  I have insurance through Asurion purchased through ******* wireless. It covers items like, lap tops, batteries, tablets, and much more. It covers repair or replacement of like items. On 1-31-23I sent in 2 items a ******* tablet, and a **** laptop. In approximate 24 hours I received a text message stating they were unable to fix the tablet. And to click for the settlement amount. I also received an email with a settlement of $240. I called them and said that that was not enough for a settlement with my item cost close to $1000. They said they would turn it over for further claim evaluation. Anything in regards to my tablet since then.I called 2-21-23 about another item I would like to send in. I had them check on my tablet. back to me? I was told by the first person I spoke with that they would give me another $125.88 plus $41 plus ****** above the $240 they try to settle with but would have to transfer me to another department. Once I was transferred, I spoke with someone and they were only going to pay the 243 that was it that there was no information about any other amount. I asked them to return my tablet and I was told they could not. It had already been processed and we dont have it anymore. I ask what that means, and was told that it was refurbished and already sent out. My tablet was refurbished and sent out to someone else. Why not to me. I want a replacement or close to the full amount of a new tablet. I did receive a call about the laptop stating that it was unrepairable and they were sending it back to me. I did receive that back and they did refund my $100 deductible on that item. And that I believe mostly it was the battery that needed to be replaced and they did not even offer that as an option which should have been taken care of ***** there policy of battery replacement also.
  
  The desired resolution listed in your case states the following:
  
  Replacement; An amount that is closer to the purchase of an new item
  
  Response:
  
  ******* Home Device Protect (VHDP) is an optional service contract program which includes service contract coverage, digital security benefits, and technical support services for an unlimited number of eligible consumer home electronics associated with the consumers ******* service address.? VHDP covers mechanical and electrical breakdowns due to defects in materials or workmanship including those due to normal wear and tear, power surge, and Accidental Damage from Handling (ADH) on select portable electronic products.  According to our records, you enrolled in VHDP on August 6, 2021.
  
  Following the receipt of this matter, ******* conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter. On January 30, 2023, you filed a claim for a ******* Electronics Tablet PC (Product) that would not stay on. On February 1,2023, you sent the Product to the service center for repair. During the diagnostics of the Product, the service center determined that the Product was unrepairable. As no comparable replacements with the ******* cellular feature were available, on February 16, 2023, the reimbursement option in the amount of $****** was offered to you. However, on February 20, 2023, you contacted Asurion to express your concerns that the reimbursement amount was not enough.
  
  All claim determinations are grounded in the Plan Terms and Conditions. A complete copy of the Plan Terms and Conditions is available prior to enrollment at the point of sale. Additionally, a copy of the Plan Terms and Conditions was emailed to you following enrollment. The pertinent portion of the Plan Terms and Conditions is included below for reference:
  
  2. Definitions:Throughout this Plan, the words . . . (7) "replacement product" refers to a NEW, REFURBISHED OR REMANUFACTURED PRODUCT,OR A PRODUCT OF EQUAL OR SIMILAR FEATURES AND FUNCTIONALITY THAT PERFORMS TO THE FACTORY SPECIFICATIONS OF THE ORIGINAL PRODUCT. Technological advances may result in us providing a replacement product with a lower selling price than the original product. (emphasis added.)
  
  7. What is Covered: . . . If we determine that we cannot service your product as specified in this Plan, we may replace it with a replacement product, or we may at our discretion, issue you a gift card or check based on the replacement value, age and condition of the product, as determined by us, immediately prior to the breakdown. The replacement product immediately becomes a qualifying product and is covered under this Plan. 
  
  ***** the Plan Terms and Conditions, Asurion may provide a reimbursement based on the replacement value, age, and condition of the product. As a customer courtesy, on February 22, 2023, the Asurion Resolution Specialist offered to provide reimbursement for the Product in the amount of $243.27,which you also declined. To address your concerns, on March 1, 2023, an Asurion Resolution Specialist contacted you to provide additional information regarding the provided replacement options. During the conversation, you accepted the ******* Galaxy Tab S7 FE (Replacement Product) without cellular capabilities as the replacement. Additionally, on March 2, 2023, the service fee was refunded to you as a customer courtesy. On March 3, 2023, the Replacement Product was delivered to you. Therefore, we consider this matter resolved.
  
  Regards,
  
  ***************************
  Junior Writer, Regulatory Complaints
  Email **************************
  
  
  
  
  
  

• Initial Complaint

  Date:02/20/2023

  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 filed a previous complaint about this same company which did nothing to resolve my issue. After experiencing a lack of interest and lies I ask for my subscription to end 5 months ago. This was conveyed in the first complaint yet they still access my account every month. I purchased this insurance through ATT Mobile and have asked multiple times for Asurion to cancel this subscription asking ******* also. Please help me end my service with these lying company. I expect a refund for the past five months I still have items that need repair but it is a whole lot cheaper to go to a local repair shop and not get robbed by scams through Asurion

  Business Response

  Date: 03/16/2023

  March 16, 2023
  
  *************************
  1068 ************ *** 311
  ******, ** 30132
  
  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 February 20,2023, states:
  
  I filed a previous complaint about this same company which did nothing to resolve my issue. After experiencing a lack of interest and lies I ask for my subscription to end 5 months ago. This was conveyed in the first complaint yet they still access my account every month. I purchased this insurance through ATT Mobile and have asked multiple times for Asurion to cancel this subscription asking ******* also. Please help me end my service with these lying company. I expect a refund for the past five months I still have items that need repair but it is a whole lot cheaper to go to a local repair shop and not get robbed by scams through Asurion
  
  The desired resolution listed in your case states the following:
  
  Refund
  
  Response:
  
  Asurion Services, LLC (Asurion) is an administrator of extended service plans, buyer protection services, and product support programs that serve more top consumer electronics retailers than any other provider.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 related to the Asurion Home Plus plan (Plan) that you enrolled in on April 5, 2021. The Plan is an optional service contract program that provides service contract coverage for an unlimited number of eligible consumer home electronics associated with the customers residential address in the event they experience a mechanical or electrical failure caused by defects in materials and/or workmanship; power surge; normal wear and tear; or dust, heat,or humidity. It also covers accidental damage from handling for specified portable products.
  
  The pertinent portion of the Terms and Conditions governing your Plan states:
  
  
  XV. CANCELLATION: This Plan is provided on a month-to-month basis and can be cancelled by you at any time for any reason by notifying the administrator at P.O. Box ****,********, ** ***** or by **************. This Plan may be cancelled by us or the administrator for any reason by notifying you in writing at least thirty (30) days prior to the effective date of cancellation, which notice shall state the effective date and reason for cancellation. If the Plan is cancelled: (a)by you within thirty (30) days of the receipt of this Plan, you will receive a full refund of all monthly Plan payments made by you under this Plan, less the cost of any claims that have been paid or repairs that have been made; or (b)by you after thirty (30) days of the receipt of this Plan, or cancelled by us or the administrator at any time, you will receive a refund equal to 100% of the pro-rata amount of the unearned portion of the monthly Plan fee, less the cost of any claims that have been paid or repairs that have been made. For residents of *******, ********, **********, Colorado, ********************, ******,*****, ********, *************, *********, ********, ******, **********, **********, New York, **************, *****, Washington, ********* and *******, any refund owed and not paid or credited within thirty (30) days of cancellation shall include a 10% penalty per month. Upon any cancellation by you, us or the Administrator, after the coverage effective date, you will have coverage provided at no cost for an additional thirty (30) days after the date of cancellation of this Plan. All claims under this Plan must be reported to us within sixty (60) days after cancellation of the Plan. (emphasis added.)
  
  Following the receipt of this matter, on February 27, 2023,Asurion processed your cancellation request and provided a refund of 5 months of the monthly fees totaling $124.95. An Asurion Resolution Specialist contacted you via email to inform you of the refund and the cancellation of the Plan. Please note, as mentioned above, upon any cancellation by you, after the coverage effective date, you will have coverage provided at no cost for an additional thirty (30) days after the date of cancellation of this Plan. As such, the Plans official end date is March 29, 2023. If you have any questions or concerns, please contact the Asurion Resolution Specialist directly using the contact information provided to you.
  
  Because the result matches your desired resolution, we consider this matter closed.
  
  Regards,
  
  ***************************
  Junior Writer, Regulatory Complaints
  Email **************************
  
  
  
  
  
  

• Initial Complaint

  Date:02/20/2023

  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.

  1/14/23 I purchased warranty on my chair from Staples. I was assured that I would receive a replacement if anything happened to the chair if not a refund. I filed a claim on 2/8/23 as the chair leather and the insert had issues. The claim was approved. I did not receive a replacement I was given a refund in the form of a e-gift card which I was told I would have my refund routed to my bank. I have spent numerous hours on the phone with supervisors who claim to be off shore supervisors and cannot route my refund to my bank account. I an requesting my refund issued in the form of a refund check or refund to my bank account as promised on 2/13/23.

  Business Response

  Date: 03/15/2023

  March 15, 2023
  
  *********************
  1272 Co. Rd 251
  ******** 44866
  
  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 February 20,2023, states:
  
  1/14/23 I purchased warranty on my chair from Staples. I was assured that I would receive a replacement if anything happened to the chair if not a refund. I filed a claim on 2/8/23 as the chair leather and the insert had issues. The claim was approved. I did not receive a replacement I was given a refund in the form of a e-gift card which I was told I would have my refund routed to my bank. I have spent numerous hours on the phone with supervisors who claim to be off shore supervisors and cannot route my refund to my bank account. I an requesting my refund issued in the form of a refund check or refund to my bank account as promised on 2/13/23.
  
  The desired resolution listed in your case states the following:
  
  Refund
  
  Response:
  
  Asurion Services, LLC (Asurion) is an administrator of extended service plans, buyer protection services, and product support programs that serve more top consumer electronics retailers than any other provider.After receiving your complaint, we initiated a full review of your interaction history with the aim to, where possible, remediate the matter and, when necessary, make changes to improve the delivery of our services. 
  
  Based on that review, we determined that on January 12, 2023, you purchased a ******** Chair (Product)from Staples along with an Asurion 3-Year Furniture Plan (Plan).  On February 8, 2023, after Asurion approved your claim for the Product, Asurion submitted a Product reimbursement on your behalf. The same day, Asurion emailed you an electronic gift card for the purchase price of the Product totaling $329.99. On February 14, 2023, you requested to receive the reimbursement as a check. To resolve the matter, on February 23, 2023, an Asurion Resolution Specialist processed the Product reimbursement in the form of a check in the amount of $329.99 and sent it to you.  If you have not received the reimbursement check within the allotted timeframe, please contact the Asurion Resolution Specialist.
  
  Because this meets your desired resolution, we consider this matter closed.
  
  Regards,
  
  ***************************
  Junior Writer, Regulatory Complaints
  Email **************************
  
  
  
  
  
  

• Initial Complaint

  Date:02/18/2023

  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 purchased an extended warranty on a Neato D7 vacuum on 6/20/2020 from Asurion. The amount of the warranty covered products from $500 - $599. I have sent this vacuum to ******** four times in the last year to get it fixed and they still have not fixed it. Asurion said they would replace the item or give an Amazon gift card for the amount of the purchase if they couldnt fix it. Claims Filed as of 2-18-2023 1.Filed on 5/4/2022, replaced electrical BRS, Asurion recd 5/11/22 and shipped it back 5/12/22. I recd it 7 days later.2.Filed 5/23/22, replaced brush motor, Asurion recd 5/31/22 and shipped it back 6/6/22. I recd it 7 days later.3.Filed on 12/20/22, replaced laser lidar/ drop sensors, Asurion recd 12/30/22 and shipped back 1/3/23. I recd it 7 days later.4.Filed on 1/12/23, replaced lidar motor, Asurion recd 1/19/23 and shipped back to me 1/30/23. I recd it 7 days later. After receiving the vacuum on 2/6/23, it worked for a week and stopped cleaning on 2/13/23. This is the same thing that happened when the brush motor had to be replaced in May 2022. I now have to file another claim and send it back to ********. I am out a vacuum for a month every time I have to send it to get repaired in ********.It is obvious they cant fix the vacuum. My extended warranty ends on 6/20/2023. Are they just going to continue to make me send it back until it expires so they dont have to refund the money/give a gift card for the purchase price? They are not doing as they said they would in their contract.I have sent this back so many times the original box is falling apart, and I cant use it anymore for shipping. ******* told me the decision to give a refund is up to the technician. Do they even look at the history of the product to see what has already been fixed? Asurion needs to refund me the gift card amount like they said they would if they can't fix it and they can't.

  Customer Answer

  Date: 02/20/2023

  Purchased through Amazon

  Neato D7 Botvac Connected

  Serial #

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

  Business Response

  Date: 03/15/2023

  March 15, 2023
  
  *************************
  ***************************
  *********, ** 95661
  
  Complaint ID # ********
  
  Dear *************************,
  
  In connection with the above-referenced complaint filed with the Better Business Bureau (BBB),we submit the below in response.
  
  In your complaint filed with the BBB on February 18, 2023, you state:
  
  I purchased an extended warranty on a Neato D7 vacuum on 6/20/2020 from Asurion. The amount of the warranty covered products from $500 - $599. I have sent this vacuum to ******** four times in the last year to get it fixed and they still have not fixed it. Asurion said they would replace the item or give an Amazon gift card for the amount of the purchase if they couldnt fix it. Claims Filed as of 2-18-2023 1.Filed on 5/4/2022, replaced electrical BRS, Asurion recd 5/11/22 and shipped it back 5/12/22. I recd it 7 days later. 2.Filed 5/23/22, replaced brush motor,Asurion recd 5/31/22 and shipped it back 6/6/22. I recd it 7 days later.3.Filed on 12/20/22, replaced laser lidar/ drop sensors, Asurion recd 12/30/22 and shipped back 1/3/23. I recd it 7 days later. 4.Filed on 1/12/23, replaced lidar motor, Asurion recd 1/19/23 and shipped back to me 1/30/23. I recd it 7 days later. After receiving the vacuum on 2/6/23, it worked for a week and stopped cleaning on 2/13/23. This is the same thing that happened when the brush motor had to be replaced in May 2022. I now have to file another claim and send it back to ********. I am out a vacuum for a month every time I have to send it to get repaired in ********. It is obvious they cant fix the vacuum. My extended warranty ends on 6/20/2023. Are they just going to continue to make me send it back until it expires so they dont have to refund the money/give a gift card for the purchase price? They are not doing as they said they would in their contract. I have sent this back so many times the original box is falling apart, and I cant use it anymore for shipping. ******* told me the decision to give a refund is up to the technician. Do they even look at the history of the product to see what has already been fixed? Asurion needs to refund me the gift card amount like they said they would if they can't fix it and they can't.
  
  The desired resolution listed in your complaint filed with the BBB is:
  
  Refund.
  
  Response:
  
  Asurion Services, LLC (Asurion)is an administrator of extended service plans, buyer protection services, and product support programs that serve more top consumer electronics retailers than any other provider.  
  
  Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter.  Our records confirm that on June 20, 2020, you purchased a 3-year Protection Plan (Plan) for your Neato Robotics vacuum (Product)from Amazon.com.  On February 20, 2023,you initiated a claim because the Product was not functioning properly.  You explained that prior to this, multiple repairs had been completed; however, the issue has remained unresolved, and you requested reimbursement under the Plans No Lemon Policy.
  
  Following receipt of the BBB matter, on February 24, 2023, Asurion authorized and processed a $599.99 electronic gift card Product reimbursement to your email address on file.  Receipt of the above-referenced reimbursement, which reflects the purchase price of the Product, before tax, fulfills all of Asurions obligations owed under the Plan.  Therefore,we believe the issue raised in the matter has been resolved.
  
  We sincerely apologize for any inconvenience this may have caused.  We make a commitment to our customers to make the claim process easy and convenient, and we truly regret that this was not so when you contacted us.
  
  If you have any additional questions or concerns, please contact me directly using the information below.  I am available by email between the hours of 9 am and 4 pm CST, Monday through Friday.
  
  
  Regards,
  
  *****************
  Senior Writer, Asurion
  Email:***********************
  
  
  
  
  
  
  

  Customer Answer

  Date: 03/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/17/2023

  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 bought insurance/coverage through Asurion under the ********************** that was offered at the time of my guitar purchase from a music store. the guitar suffered a fall and received damage that is covered within their conditions. I opened a claim and was told to take it to the music store and have them ***** the damage. The Music store *************** concluded that the instrument was not repairable. Asurion approved the claim and on January 2nd 2023 emailed me an eCard. I opted to be paid by check (an option) rather than a card. The approved claim number is 168-295-5927. They said that it would take ten days for the check to reach me. After not receiving payment, I inquired into it. I was told on three separate occasions that the claim was approved and to expect a check within ten days. I gave each follow up two + weeks before inquiring into the payment delay. As of today, 2-17-2023, I have not received payment. Instead, I was notified this morning that the claim is NOT approved - and without further explanation. PS. I looked up Asurion address which are numerous and chose one that is within ********** where I live as they don't list a main corporate office.

  Business Response

  Date: 03/10/2023

  March 10, 2023
  
  *************************
  *****************************
  *******, ** 95356
  
  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 February 17,2023, states:
  
  I bought insurance/coverage through Asurion under the ********************** that was offered at the time of my guitar purchase from a music store. the guitar suffered a fall and received damage that is covered within their conditions. I opened a claim and was told to take it to the music store and have them ***** the damage. The Music store *************** concluded that the instrument was not repairable. Asurion approved the claim and on January 2nd 2023 emailed me an eCard. I opted to be paid by check (an option) rather than a card. The approved claim number is 168-295-5927. They said that it would take ten days for the check to reach me. After not receiving payment, I inquired into it. I was told on three separate occasions that the claim was approved and to expect a check within ten days. I gave each follow up two + weeks before inquiring into the payment delay. As of today, 2-17-2023, I have not received payment.Instead, I was notified this morning that the claim is NOT approved - and without further explanation. PS. I looked up Asurion address which are numerous and chose one that is within ********** where I live as they don't list a main corporate office.
  
  The desired resolution listed in your case states the following:
  
  Rightful payment for the claim.
  
  Response:
  
  Asurion Services, LLC (Asurion) is an administrator of extended service plans, buyer protection services, and product support programs that serve more top consumer electronics retailers than any other provider.After receiving your complaint, we initiated a full review of your interaction history with the aim to, where possible, remediate the matter and, when necessary, make changes to improve the delivery of our services. 
  
  Based on that review, we determined that on October 10, 2022,you purchased an ***************** Guitar (Product) from the ************* along with an Asurion Pro Coverage Plan (Plan). On February 22, 2023, after Asurion approved your claim for the Product, ******* submitted a Product reimbursement on your behalf in the amount of $463.85. The next day, Asurion emailed you an electronic gift card for the purchase price of the Product. The same day, you requested to receive the reimbursement as a check.
  
  Asurion acknowledges that there was a delay in providing a resolution for your claim and sincerely apologizes for the inconvenience you may have experienced because of this matter. To resolve your concerns, on March 6, 2023, after reprocessing the reimbursement and confirming your address with you, an Asurion Resolution Specialist processed the Product reimbursement check and sent it to you, as a customer courtesy. If you have not received the reimbursement check, please contact the Asurion Resolution Specialist. Receipt of reimbursement fulfills Asurions obligation under the Plan, and we consider this matter closed.
  
  Regards,
  
  ***************************
  Junior Writer, Regulatory Complaints
  Email **************************
  
  
  
  
  
  

  Customer Answer

  Date: 03/10/2023

  I was notified on 03-06-2023 that the check was approved and would be ******ed ******** status and would receive it within two business days. As of today 03-10-23 I have not received it.

  Customer Answer

  Date: 03/10/2023

   
  Complaint: 19424227
  
  I am rejecting this response because: I was notified on 03-06-2023 that the check was approved and would be ******ed ******** status and would receive it within two business days. As of today 03-10-23 I have not received it.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/14/2023

  March 14, 2023
  
  *************************
  *****************************
  *******, ** 95356
  
  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 February 17,2023, states:
  
  I bought insurance/coverage through Asurion under the ********************** that was offered at the time of my guitar purchase from a music store. the guitar suffered a fall and received damage that is covered within their conditions. I opened a claim and was told to take it to the music store and have them ***** the damage. The Music store *************** concluded that the instrument was not repairable. Asurion approved the claim and on January 2nd 2023 emailed me an eCard. I opted to be paid by check (an option) rather than a card. The approved claim number is 168-295-5927. They said that it would take ten days for the check to reach me. After not receiving payment, I inquired into it. I was told on three separate occasions that the claim was approved and to expect a check within ten days. I gave each follow up two + weeks before inquiring into the payment delay. As of today, 2-17-2023, I have not received payment.Instead, I was notified this morning that the claim is NOT approved - and without further explanation. PS. I looked up Asurion address which are numerous and choosing one that is within ********** where I live as they don't list a main corporate office.
  
  The desired resolution listed in your case states the following:
  
  Rightful payment for the claim.
  
  Your rebuttal filed with the BBB states:
  
  I was notified on 03-06-2023 that the check was approved and would be ******ed ******** status and would receive it within two business days. As of today 03-10-23 I have not received it.
  
  Sincerely,
  
  *************************
  
  Conclusion:
  
  We apologize for your frustration. We ask that you allow an additional 3-5 business days to allow for any delivery delays. If you have not received the reimbursement check within the allotted timeframe, please contact the Asurion Resolution Specialist directly using the contact information provided to you.
  
  We sincerely apologize for your frustration. We make a commitment to our customers to make the claims process easy and convenient, and we truly regret that this was not your experience.
  
  Regards,
  
  ***************************
  Junior Writer, Regulatory Complaints
  Email **************************