Complaints

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:18/09/2024

  Type:Customer Service 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.

  Bought 2 tablets off of ****** in Jan 24, offered was insurence for 2 years accidental damage. When filing a claim for the first tablet, no problem, except trying to figure out how to create a claim. Not straight forward and required me to contact ******. Before being able to send off the first tablet, the second tablet began having problem. Upon filing for the second tablet, looking for repair, trouble began. At first without further information my claim was denied by email. This email did not provide a contact number or reply email to rectify this. This required me to attempt, 2 other claims that with no surprize, could not be filed. Only after determining this could they escalate to a ?supervisor, who would call back in 24hours.... No call or message ever returned. 3rd attempt on reaching, we were able to determin, both insurences had been placed/tied to the first tablet, dispite having paid 2 fees for 2 different tablets. Email from the customer service person provided, allowing me to attempt to get to the bottom of the trouble. Again he explain it would take a day or two, to reply. No reply. Having been attempting to make a claim for a service I paid for since Sept 2, today is the 18th

  

  Business Response

  Date: 08/10/2024

  October 8, 2024
  
  ****** ***** ** ***** ***** ***** ** *** ***
  
  Complaint ID # 22304428
  
  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:
  
  “Bought 2 tablets off of ****** in Jan 24, offered was insurence for 2 years accidental damage.  When filing a claim for the first tablet, no problem, except trying to figure out how to create a claim.  Not straight forward and required me to contact ******.  Before being able to send off the first tablet, the second tablet began having problem.  Upon filing for the second tablet, looking for repair, trouble began.  At first without further information my claim was denied by email.  This email did not provide a contact number or reply email to rectify this.  This required me to attempt, 2 other claims that with no surprize, could not be filed.  Only after determining this could they escalate to a ?supervisor, who would call back in 24hours.... No call or message ever returned.  3rd attempt on reaching, we were able to determin, both insurences had been placed/tied to the first tablet, dispite having paid 2 fees for 2 different tablets.  Email from the customer service person provided, allowing me to attempt to get to the bottom of the trouble.  Again he explain it would take a day or two, to reply.  No reply.  Having been attempting to make a claim for a service I paid for since Sept 2, today is the 18th.”
  
  The desired resolution listed in your matter is:
  
  “Delivery.”
  
  Response:
  
  Asurion Consumer Solutions of Canada Corp. (“Asurion”) conducted a full review of your interaction history with the aim to, where possible, remediate the matter.  Based on that review, we determined that on January 21, 2024, you purchased two (2) ******* tablets (“Product #1” and “Product #2”) together with two (2) ****** Protection Plans (the “Plans”).  The Plans are optional service contracts that provide coverage for the mechanical or electrical failure of the product(s) caused by defects in materials and/or workmanship; normal wear and tear; dust, heat, or humidity; power surge; unintentional and accidental damage from handling as a result of normal use of the product (“ADH”) for portable products only.
  
  You recently filed a claim for Product #1 due to charging issues caused by a loose charging port.  During the claim process, you were informed that claim documentation, which included photos of Product #1 and a Plan receipt, was required to proceed with the claim process, which you agreed to provide.  At this time, the claim is still pending receipt of the required documentation.
  Separately, and on the same date of the claim for Product #1, you filed a claim for Product #2, also due to charging issues.  Unfortunately, the resolution of your claim for Product #2 was delayed due to a discrepancy between the information for Product #2 in our records and the information you provided during the claim process.
  
  Following the receipt of this matter, on September 25, 2024, an Asurion Resolutions Specialist (“RS”) assisted you by filing the claim for Product #2.  In addition, the RS attempted to contact you to address your claim concerns further but was unable to reach you.  The RS left a voicemail informing you of the next steps in the claim process.  At this time, both claims are pending the claim documentation.  If you have any questions or concerns or require further assistance, please contact the Asurion Resolution Specialist directly using the contact information provided to you.
  
  Regards,
  
  ******** ****** ********** ********** ***** **************************
  

• Initial Complaint

  Date:30/07/2024

  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.

  Purchased through ******* Canada an Asurion warranty for an ***** video adaptor on 03/31/2023, now 07/2024 and poor quality ***** accessory acting up. Repeated attempts to start claim online, they have my receipt, yet when enter the correct information they are refusing to let me file a claim. Called on the phone, told me to send information they already have via email, a week later and they are refusing reply or do anything.

  

  Business Response

  Date: 14/08/2024

  August 14, 2024
  
  **** ******* ** ****** **** **** ***** ** *** ***
  
  Complaint ID # 22054085
  
  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:
  
  “Purchased through ******* Canada an Asurion warranty for an ***** video adaptor on 03/31/2023, now 07/2024 and poor quality ***** accessory acting up.  Repeated attempts to start claim online, they have my receipt, yet when enter the correct information they are refusing to let me file a claim.  Called on the phone, told me to send information they already have via email, a week later and they are refusing reply or do anything.”
  
  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 to, where possible, amicably resolve your matter.  According to our records, you recently filed a claim for your ***** Video Cable Connector (the “Product”) under your ******* protection plan (the “Plan”).  The Plan is an optional service contract that covers 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, reporting a shortage in the cable.  Unfortunately, the resolution of your claim was delayed due to a discrepancy between the Product information in our records and the Product information you provided during the claim process.
  
  According to our records, the matter was resolved on August 2, 2024, when a Product reimbursement was authorized and issued to you.
  
  Based on the above, we believe the issue has been resolved.  We apologize for any inconvenience this matter has caused you and appreciate the opportunity to resolve it. 
  
  If you have any further questions or concerns, you may contact me by email.  I am available Monday through Friday between 9:00 a.m. and 4:00 p.m. CST.
  
  Regards,
  
  
  

• Initial Complaint

  Date:19/07/2024

  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.

  My name is ****** **. I bought an ** laptop from ****** on April 30, 2024, and I have attached a copy of the receipt for your reference. I also purchased a PC protection plan, which is an exten**d warranty. The laptop came with a two-year warranty from ** and a three-year exten**d warranty from Asurion, which I bought from ******. As per the laptop protection plan and exten**d warranty insurance, the total warranty coverage should be five years. ** initially provi**d a one-year warranty, and then ******'s exten**d warranty of three years was ad**d. In our un**rstanding, the exten**d warranty should start after the ** warranty expires. One and a half months ago, my laptop shut down automatically. I reached out to both ****** and the insurance company, but both **nied coverage. I believe the total warranty period should be five years, including the manufacturer's warranty. According to ******, the protection plan is three years, starting from the day I bought the laptop. This leaves a discrepancy since the manufacturer's warranty should also be consi**red. I am concerned that the protection plan appears to have been misrepresented: 1. Customers are not a**quately informed or provi**d with **tailed information about the protection plan. 2. If the protection plan starts from the date of purchase, the manufacturer's warranty seems to hold no value, **spite being inclu**d in the purchase price. Upon contacting Asurion, I was informed that the warranty had expired. From my experience with other companies, their exten**d warranty policies start after the manufacturer’s warranty ends, which aligns with my un**rstanding of exten**d warranty coverage. Now, within a year of the last repair, the laptop has stopped functioning completely. This issue not only pertains to the quality of the product but also raises concerns about the environmental impacts of electronic waste. Thank you for your attention to this issue. Best regards, Rituparna **

  

  Business Response

  Date: 30/07/2024

  July 30, 2024
  
  ********* ** *** ******* ***** *** *** ******* ***** **** ******** ** *** *** ******
  
  Re: Case # 21972758
  
  **** ********* ***      
  
  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 July 19, 2024, states:
  
  “My name is ****** **. I bought an ** laptop from ****** on April 30, 2024, and I have attached a copy of the receipt for your reference. I also purchased a PC protection plan, which is an exten**d warranty. The laptop came with a two-year warranty from ** and a three-year exten**d warranty from Asurion, which I bought from ******. As per the laptop protection plan and exten**d warranty insurance, the total warranty coverage should be five years. ** initially provi**d a one-year warranty, and then ******'s exten**d warranty of three years was ad**d. In our un**rstanding, the exten**d warranty should start after the ** warranty expires. One and a half months ago, my laptop shut down automatically. I reached out to both ****** and the insurance company, but both **nied coverage. I believe the total warranty period should be five years, including the manufacturer's warranty. According to ******, the protection plan is three years, starting from the day I bought the laptop. This leaves a discrepancy since the manufacturer's warranty should also be consi**red. I am concerned that the protection plan appears to have been misrepresented:
  
  1. Customers are not a**quately informed or provi**d with **tailed information about the protection plan.
  
  2. If the protection plan starts from the date of purchase, the manufacturer's warranty seems to hold no value, **spite being inclu**d in the purchase price. Upon contacting Asurion, I was informed that the warranty had expired. From my experience with other companies, their exten**d warranty policies start after the manufacturer’s warranty ends, which aligns with my un**rstanding of exten**d warranty coverage. Now, within a year of the last repair, the laptop has stopped functioning completely. This issue not only pertains to the quality of the product but also raises concerns about the environmental impacts of electronic waste.
  
  Thank you for your attention to this issue.”
  
  The following is the **sired resolution listed in your complaint:
  
  “Replacement; Refund; Repair.”
  
  Response:
  
  Asurion Consumer Solutions of Canada, Corp. (“Asurion”) conducted a full review of your interaction history with the aim to, where possible, remediate the matter.  Based on that review, Asurion **termined the following:
  
  On April 30, 2020, you purchased a Hewlett Packard laptop (the “Product”) together with an Asurion 3-Year Protection Plan (the “Plan”) from ******.  The Plan is an optional service contract (not a plan of insurance), which provi**s coverage for the mechanical or electrical failure or malfunction of the associated covered Product caused by: (i) **fects in materials and/or workmanship; (ii) power surge; (iii) dust, heat or humidity; (iv) normal wear and tear; or (v) as an enhanced coverage beginning on the date of purchase, power surge protection and (vi) for laptops and tablets only, unintentional and acci**ntal damage from handling as a result of normal use of the product (“ADH”).  The Plan also inclu**s additional benefits such as: repair/ replacement of in-box accessories, technical support services, and shipping costs in the event of an in-warranty claim.
  
  On April 29, 2023, three (3) years after the Plan purchase date, the Plan expired. 
  
  On May 6, 2024, approximately thirteen (13) months after the Plan’s expiration, you contacted Asurion requesting to file a claim for the Product due to a power failure.  Unfortunately, Asurion could not assist you with filing a claim for the Product because the Plan expired on April 29, 2023.    
  
  On June 14, 2024, you contacted Asurion and escalated your concerns regarding the Plan information.  On June 19, 2024, an Asurion representative contacted you and confirmed the Plan’s coverage information and reiterated that the Plan had expired on April 29, 2023.
  
  All claim **terminations are groun**d in the Terms and Conditions of the Plan, and a complete copy of the Terms and Conditions governing your Plan was ma** available to you prior to purchase at the point of sale.  The most pertinent section of the Terms and Conditions is inclu**d below for your reference.
  
  This Plan inclu**s the following enhanced coverage’s beginning on the date of purchase:
  • Power surge protection.
  • ADH for Laptops and Tablets only.
  
  Term of Coverage: The term of your Plan begins on your date of purchase and continues for the period indicated on your sales receipt. Except for power surge protection for **sktops, Laptops and Tablets and ADH for Laptops and Tablets which begin on your date of purchase, all other coverage becomes effective immediately following the expiration of the manufacturer’s conventional warranty and the ****** Canada Concierge program and remains in effect throughout the end of your term, unless cancelled or fulfilled pursuant to the provisions below. This Plan is inclusive of the manufacturer’s conventional warranty and the ****** Canada Concierge program; it does not replace the manufacturer’s conventional warranty or the ****** Canada Concierge program, but provi**s certain additional benefits during the term of the manufacturer’s conventional warranty and the ****** Canada Concierge program. After the manufacturer’s conventional warranty and the ****** Canada Concierge program expire, the Plan continues to provi** some of the manufacturer’s benefits and the ****** Canada Concierge program’s benefits as well as certain additional benefits listed within the Plan’s terms and conditions. In the event that we provi** you with a replacement product, voucher, gift card or a cheque for the purchase price of your product, excluding sales tax, as indicated on your sales receipt, we shall have satisfied all of our obligations un**r this Plan. In the event your product is being serviced by an authorized service centre when the Plan expires, the term of the Plan will be exten**d until the covered repair has been completed.
  
  As highlighted above, coverage un**r the Plan began on the date of purchase.  Your Plan, contract number 81691813809, purchased on April 30, 2020, provi**d coverage for qualifying repairs or replacement of the Product until the expiration of the Plan at midnight on April 29, 2023.  The Plan provi**s certain benefits commencing on the date of purchase and during the term of the manufacturer’s warranty, and then provi**s additional coverage following the expiration of the manufacturer’s warranty.  However, all coverage ceases three years from the date of purchase, which was April 29, 2023.  Accordingly, Asurion cannot honor your request for replacement of or reimbursement for the Product because there was no coverage after April 29, 2023.
  
  The service contract gui**lines Asurion adhered to regarding your concerns have been explained in this letter.  Therefore, we consi**r the matter closed.  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 9:00 a.m. and 4:00 p.m. CST.
  
  ******** **** ******* ********** ******* ***********************
  

  Customer Answer

  Date: 08/08/2024

   I am rejecting this response because:
  
  

  **ar **** and Asurion Team, 

  
  

  Sorry for the late reply.

   I am writing to express my disappointment and frustration with the repair service I received for my laptop, which I submitted to Asurion in April 2023. **spite providing feedback in May 2023, I have yet to receive a comprehensive report **tailing the repairs or any correspon**nce explaining the work performed. The laptop was sent in due to technical issues and battery problems. However, Asurion returned it with a cryptic note advising against updating beyond Windows 10, without providing any report or explanation. I have ma** two calls to your team in the past week, but unfortunately, I have not received any information regarding the repairs. I suspect that Asurion merely applied a temporary fix to avoid further claims after April 2023. I have attached a screenshot of the feedback email for your reference. In light of Asurion's lack of transparency and apparent manipulation, I am requesting a full refund for my laptop, insurance, and tax. 

  
  

  I called twice last week and requested the Asurion team to send me the repair **tails so I can bring them to the Business Bureau but Asurion did not send even the team that had promised me. 
  

  
  

  
  

  "I have attached the receipt for your reference. Please point out where the policy **tails are mentioned in the receipt copy. When did ****** share the policy with me or other customers? I believe Asurion and ****** are manipulating customers, and the insurance offering appears to be a scam. If manufacturers already provi** a one-year warranty, why does ****** sell additional insurance on the day of purchase? Essentially, I am paying for something I already have, which is a loss for me. The laptop repair in April 2013 was also ina**quate.

  
  

   Therefore, I request a full refund, including tax and insurance, for the **fective service and wasted time

  
  

  Why was a repair report not sent to me? -

   Why was the laptop only temporarily repaired? - 

  Where in the policy does it stipulate that Asurion can withhold repair **tails from customers? 

  Where is the policy written in the Receipt copy? 

  Why does Asurion offer insurance when manufacturers provi** a one-year warranty?
  

  
  

  
  

  
  

   I eagerly await a **tailed response and resolution to this matter. Sincerely,

  
  

  

  Business Response

  Date: 12/08/2024

  August 12, 2024
  
  ********* ** *** ******* ***** *** *** ******* ***** **** ******** ** *** *** ******
  
  Re: Case # 21972758
  
  **** ********* **,
  
  I am writing in response to the rebuttal you filed with the Better Business Bureau (“BBB”) regarding Asurion’s response to the above-referenced matter.
  
  Your rebuttal filed with the BBB on August 8, 2024 states:
  
  “**ar **** and Asurion Team, 
  
  Sorry for the late reply.
  
  I am writing to express my disappointment and frustration with the repair service I received for my laptop, which I submitted to Asurion in April 2023. **spite providing feedback in May 2023, I have yet to receive a comprehensive report **tailing the repairs or any correspon**nce explaining the work performed. The laptop was sent in due to technical issues and battery problems. However, Asurion returned it with a cryptic note advising against updating beyond Windows 10, without providing any report or explanation. I have ma** two calls to your team in the past week, but unfortunately, I have not received any information regarding the repairs. I suspect that Asurion merely applied a temporary fix to avoid further claims after April 2023. I have attached a screenshot of the feedback email for your reference. In light of Asurion's lack of transparency and apparent manipulation, I am requesting a full refund for my laptop, insurance, and tax. 
  
  I called twice last week and requested the Asurion team to send me the repair **tails so I can bring them to the Business Bureau but Asurion did not send even the team that had promised me. 
  
  "I have attached the receipt for your reference. Please point out where the policy **tails are mentioned in the receipt copy. When did ****** share the policy with me or other customers? I believe Asurion and ****** are manipulating customers, and the insurance offering appears to be a scam. If manufacturers already provi** a one-year warranty, why does ****** sell additional insurance on the day of purchase? Essentially, I am paying for something I already have, which is a loss for me. The laptop repair in April 2013 was also ina**quate.
  
   Therefore, I request a full refund, including tax and insurance, for the **fective service and wasted time
  
  Why was a repair report not sent to me? -
  Why was the laptop only temporarily repaired? - 
  Where in the policy does it stipulate that Asurion can withhold repair **tails from customers? 
  Where is the policy written in the Receipt copy? 
  Why does Asurion offer insurance when manufacturers provi** a one-year warranty?
  
   I eagerly await a **tailed response and resolution to this matter. Sincerely,”
  
  Response:
  
  Regarding your request for the repair **tails for the Product, Asurion confirmed that on April 17, 2023, you completed a claim due to the Product’s battery and screen malfunctioning.  You were directed to send the Product to Asurion’s service **pot for diagnosis and repair.  On May 17, 2023, Asurion’s service **pot received the Product and subsequently diagnosed the issue, replaced the **fective parts, and performed a full array of testing to ensure the Product was functioning properly before returning the Product to you on May 18, 2023.  This was not a “temporary repair” as you stated in your rebuttal.  You later confirmed that the Product was functioning properly from the time the repair was completed and Product was returned to you on May 18, 2023, until May 5, 2024, as **tailed below.
  
  Nearly a year after the repair was successfully completed, on May 6, 2024, you notified Asurion that after functioning properly following the repair, the Product would not power on the night of May 5, 2024.  You were correctly informed that the Plan had expired on April 29, 2023, and therefore, the Product was no longer covered un**r the Plan and a new claim could not be approved.  Accordingly, Asurion cannot honor your request for a repair or replacement un**r the Plan.  In addition, you are not eligible for a refund of the Plan because you received coverage, including the claim **tailed above, in exchange for the purchase of the Plan, pursuant to the Plan’s Terms and Conditions.
  
  Regarding your question on the policy **tails and the receipt, they would not be printed on the receipt.  A complete copy of the Terms and Conditions governing your Plan would have been ma** available to you prior to purchase at the point of sale.  For further questions on that matter, we kindly ask that you contact the ****** store where you purchased the Product.
  
  Regarding your question on the Plan coverage versus the manufacturer’s warranty, as stated in our previous response, the Plan provi**s certain benefits commencing on the date of purchase and during the term of the manufacturer’s warranty, and then provi**s additional coverage following the expiration of the manufacturer’s warranty.  However, all coverage ceases three (3) years from the date of purchase, which, again, was April 30, 2020.
  
  Although we cannot meet your **sired resolution, we will consi**r this matter closed based on the above.
  
  Regards,
  
  **** ******* ********** ******* ***** ***********************
  

• Initial Complaint

  Date:22/06/2024

  Type:Customer Service 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 been denied a claim basis of unacceptable behaviour’. I requested them to explain this to me and I was told they can’t and I can find that in their terms and conditions, there are 10 different term and conditions on the web but no where this term is explained. No where in all my 15 calls over a past 5 days I have showed in acceptable behaviour or used any bad language. It seems like it’s their way of denying a claim by using this broad term.

  

  Business Response

  Date: 08/07/2024

  July 8, 2024
  
  ******** ******** ************************* *** **** * ******** **** ******** *********
  
  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 22, 2024, states:
  
  “I have been denied a claim basis of unacceptable behaviour’. I requested them to explain this to me and I was told they can’t and I can find that in their terms and conditions, there are 10 different term and conditions on the web but no where this term is explained. No where in all my 15 calls over a past 5 days I have showed in acceptable behaviour or used any bad language. It seems like it’s their way of denying a claim by using this broad term.”
  
  The desired resolution listed in your case states the following:
  
  “Replacement.”
  
  Response:
  
  Asurion is the administrator for the ***** Device Care Complete 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 June 5, 2024, you enrolled in the ***** Device Care Complete program.
  
  Prior to requesting enrollment in the Program, and at any time at their convenience, customers can review the terms and conditions of the Program and coverage provisions, which are available in stores or online at www.asurion.com/*****/ or by calling Asurion’s toll-free number. 
  
  Following your June 5, 2024, Program enrollment on June 18, 2024, you filed a claim for a lost ***** iPhone 15 Pro Max 256GB (“Claimed Device”) for the wireless number ending in 7504. However, Asurion was unable to approve your request for a replacement device. 
  
  We verify every claim in accordance with the terms and conditions.  Our security verifications reflect unacceptable behavior or submissions in your service request which was based on certain responses to your interview questions.   When this happens, we have the right to deny the claim for program abuse. Your request for a replacement device remains denied.
  
  The policy guidelines Asurion followed regarding your concerns have been explained in this letter; therefore, we consider this matter addressed. 
  
  Regards,
  
  ******** ****** ********** ********** ***** **************************
  
  
  
  
  
  

  Customer Answer

  Date: 08/07/2024

   I am rejecting this response because: the reasoning they gave was extremely absurd that they denied because of abuse. There was no satisfactory answer! Seems like they deny claims under the umbrella of “abuse” without having to give an explanation. 
  

  upon asking there wasn’t any abusive behaviour the rep mentioned that it’s not verbal abuse. 
  

  no explanation provided at any time. 

  
  

  

  Business Response

  Date: 10/07/2024

  July 10, 2024
  
  ******** ******** ************************* *** **** * ******** **** ******** *********
  I am writing in response to the July 9, 2024, rebuttal you filed with the Better Business Bureau (“BBB”) regarding Asurion’s response to the above-referenced case.
  
  Your rebuttal filed with the BBB states:
  
  “The reasoning they gave was extremely absurd that they denied because of abuse. There was no satisfactory answer! Seems like they deny claims under the umbrella of “abuse” without having to give an explanation.
  
  upon asking there wasn’t any abusive behaviour the rep mentioned that it’s not verbal abuse.
  
  no explanation provided at any time.”
  
  Conclusion:
  
  We apologize for your frustration. However, as stated in our July 8, 2024, response, our security verifications reflect unacceptable behavior or submissions in your service request which was based on certain responses to your interview questions.   When this happens, we have the right to deny the claim for program abuse. Your request for a replacement device remains denied.
  
  The policy guidelines Asurion followed regarding your concerns have been explained in this letter; therefore, we consider this matter addressed. 
  
  Regards,
  
  ******** ****** ********** ********** ***** *************************m
  
  
  

  Customer Answer

  Date: 12/07/2024

   I am rejecting this response because: the way they conduct business is very absurd. They are not giving a reason to run away from legalities. They kept on answering the same thing but not actually telling a right reason. 
  

  any company should be able to give a reason instead of saying that I have answered few questions wrong in that interview. 
  

  they can to this to anybody or everybody and still get away. 
  

  I think it should be made public so consumer should know what we are getting ourself into. 

   

  
  

• Initial Complaint

  Date:11/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought the insurance on my *** book i purchased new around november and i split coffee on it and contacted the warranty company to get it repaired and it took less then two for them to send a box and take the laptop but then it took over a month for them to even tell me the laptop was not fixable even though i knew it wasn't already it was fried, and then they said it would another week or so before the reimbursement could be done and instead of replacing the product they decided to mail me a check which still has not arrived and now it's been close to two months that i've had a broken laptop and im in a nursing school program which requires this technology they then sent the wrong amount of money and have said nothing about sending back my block an charger i had to purchase separate from the laptop that they insisted they had. and when ever I try to call and speak to someone they completely disregard me and treat me like i'm incompetent and have no idea what i'm talking about. they only sent me 1000 out of the 1400 the laptop cost before insurance and then the accessories on top of that. i'm very dissatisfied with this experience and would not recommend this warranty to anyone. it also claims there repair time is a quick turn around and can happen in 48 hours yet mine took over a month for them to even look at the laptop that was unfixable. had they checked it out when they received it they could have possibly saved it instead they let it sit in sticky coffee for weeks clearly the laptop wasn't gonna work again..

  

  Business Response

  Date: 25/06/2024

  June 25, 2024
  ***** ***** *** ********** *** *********** ** *** *** ******
  
  Complaint ID # 21799904
  
  **** ***** ******
  
  In connection with the above-referenced matter filed with the Better Business Bureau (“BBB”), we submit the below in response.
  
  In the matter you filed with the BBB, you state:
  
  “I bought the insurance on my *** book i purchased new around november and i split coffee on it and contacted the warranty company to get it repaired and it took less then two for them to send a box and take the laptop but then it took over a month for them to even tell me the laptop was not fixable even though i knew it wasn't already it was fried, and then they said it would another week or so before the reimbursement could be done and instead of replacing the product they decided to mail me a check which still has not arrived and now it's been close to two months that i've had a broken laptop and im in a nursing school program which requires this technology they then sent the wrong amount of money and have said nothing about sending back my block an charger i had to purchase separate from the laptop that they insisted they had. and when ever I try to call and speak to someone they completely disregard me and treat me like i'm incompetent and have no idea what i'm talking about. they only sent me 1000 out of the 1400 the laptop cost before insurance and then the accessories on top of that. i'm very dissatisfied with this experience and would not recommend this warranty to anyone. it also claims there repair time is a quick turn around and can happen in 48 hours yet mine took over a month for them to even look at the laptop that was unfixable. had they checked it out when they received it they could have possibly saved it instead they let it sit in sticky coffee for weeks clearly the laptop wasn't gonna work again.”
  
  The desired resolution listed in your matter is:
  
  “Billing adjustment; Contact by the business.”
  
  Response:
  
  After receiving your matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, amicably resolve your matter.  According to our records, you recently filed a claim for your Apple laptop (the “Product”) under The Source Protection Plan (the “Plan”) purchased by the primary contract holder, David Selig.  The Plan is an optional service contract that provides coverage for the mechanical or electrical failure of your Product caused by defects in materials and/or workmanship; normal wear and tear; dust, heat, or humidity; and power surges.  The Plan also provides coverage for unintentional and accidental damage from handling (“ADH”) as a result of the normal and customary use of the Product.
  
  You recently filed a claim for your Product due to having sustained liquid damage.  Unfortunately, the resolution of your claim was delayed due to a delay in receiving the Product as well as a dispute about the purchase price of your Product.
  
  According to our records, on June 4, 2024 the matter was resolved when an additional $200.00 Product reimbursement was authorized and issued to you, providing a total Product reimbursement of $1299.99, which represents the purchase price of the Product including sales tax.
  
  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,
  
  **** ******* ********** ******* ***** ***********************
  

• Initial Complaint

  Date:11/06/2024

  Type:Billing 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.

  They are refusing to provide device protection service that i pay for every month without reason costing me 300+ a month with my mobility provider

  

  Business Response

  Date: 26/06/2024

  June 26, 2024
  
  ******* **** ******** ***** *** ***** *** *********** ** *** ***
  Canada
  
  Re: Case # ********
  
  Dear 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 June 11, 2024, states:
  
  “They are refusing to provide device protection service that i pay for every month without reason costing me 300+ a month with my mobility provider.”
  
  The desired resolution listed in your case states the following:
  
  “I have 7 lines on my ***** account each one cost 15 $ a month right now i have 3 of 7 lines without a device when i pay for peace of mind and express replacment service iv done nothing wrong they keep teling me program abuse and refusing my claims when im certain i have not broke any terms or conditionsI want my extended warranty covered that I pay for every month.”
  
  Response:
  
  Asurion is the administrator for the ***** Device Care Complete program (the “Program”), which is available as an added service through *****.  Under the Program, if a subscriber’s device 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 www.phoneclaim.com/*****/.
  
  The pertinent portion of the Terms and Conditions governing your Plan, a full and complete copy of which was available to you prior to your enrollment, provides the following:
  
  Definitions: (4) “covered device” means a device
  that we have designated as eligible for coverage under the Plan, which is
  activated for wireless telecommunications service for the enrolled *****
  wireless telephone number on your account with ***** on the date the covered
  incident of the covered device occurs and for which air time has been logged
  by ***** as identified by Electronic Serial Number (ESN), Mobile Equipment
  Identification Number (MEID), or International Mobile Equipment Identity (IMEI)
  for CDMA devices and SIM card; unless you have logged outgoing airtime on
  a different eligible wireless device immediately prior to the time of loss, in
  which case such wireless device becomes the covered device so long as: i)
  such wireless device is owned by you and you provide us proof of ownership
  and ii) airtime usage was logged on such device on your account with *****
  immediately prior to the time of loss.
  
  Asurion conducted a full review of the relevant account and service request history with the aim to, where possible, remediate the matter.  Our research revealed that you filed multiple service requests across six (6) different wireless numbers, as outlined below:
  
  Wireless number ending in 2120 (claimed device #1)
  
  On August 23, 2023 you enrolled the wireless number ending in 2120 in the Program.  On March 14, 2024, the Program was canceled due to having filed two (2) service requests within a consecutive twelve (12)-month period.
  
  On March 5, 2024, you initiated a service request for a damaged ***** ****** 15 Pro (256GB), reporting a loss date of March 4, 2024.  The service request was denied for model not in use at time of loss because you were using an ***** ****** 14 Pro Max (64GB), which was the covered device at the time.
  
  On March 12, 2024, you filed another service request for the damaged Claimed Device 1, this time reporting a loss date of April 20, 2024.  During the service request completion process, you accepted the terms of the service request and authorized the service replacement fee billed to the wireless account.  The total amount accessed was $452, which included tax.  On March 13, 2024, an ***** ****** 15 Pro (256GB) (“Replacement Device 1”) was delivered to the address you provided.
  
  Wireless number ending in 1743 (claimed device #2)
  
  On October 3, 2023, you enrolled the wireless number ending in 1743 in the Program.  On March 6, 2024, the Program was canceled due to having filed two (2) service requests within a consecutive twelve (12)-month period.
  
  On February 21, 2024, you initiated a service request for an unrecoverable ******* Galaxy S23 Ultra 5G (256GB), reporting a loss date of February 20, 2024.  The service request was denied for model not in use at time of loss because you were using an ***** ******, which was the covered device at the time.
  
  On March 2, 2024, you filed another service request for the damaged Claimed Device 2, this time reporting a loss date of  March 2, 2024.  During the service request completion process, you accepted the terms of the service request and authorized the service replacement fee billed to the wireless account.  The total amount accessed was $452, which included tax.  On March 5, 2024, a ******* Galaxy S23 Ultra 5G (256GB) (“Replacement Device 2”) was delivered to the address you provided.
  
  Wireless number ending in 1159 (claimed devices #3 & #4)
  
  On August 25, 2023, you enrolled the wireless number ending in 1159 in the Program.  On March 30, 2024, you opted to cancel the Program.  On April 30, 2024, you re-enrolled in the Program, and it remains enrolled.
  
  Between March 9, 2024 and June 4, 2024, you filed multiple service request for a damaged or lost/stolen ***** ****** 14 Pro Max (128GB) or a damaged ***** ****** 15 Pro (256GB) for the wireless number ending in 1159, as outlined below:
  
  Three (3) of the service requests were denied because the claimed model was not in use at time of loss, as you were using an ***** ****** 12 Pro, according to the loss dates provided (March 9, 2024; May 1, 2024; and May 2, 2024).
  
  Four (4) of the service requests were denied because coverage was not in effect on the loss dates provided (i.e., March 31, 2024; April 8, 2024; and April 20, 2024).
  
  One (1) of the service requests was denied because our security verifications reflected unacceptable behavior or submissions in your service request.  When this happens, we have the right to deny the service request for program abuse.
  
  Wireless number ending in 1438 (claimed device #5)
  
  On April 21, 2024, you enrolled the wireless number ending in 1438 in the Program.  On May 10, 2024, you opted to cancel the program.
  
  On May 22, 2024, you filed a service request for a damaged ***** ****** Pro Max (256GB) for the wireless number ending in 1438.  The service request was denied because coverage was not in effect on the loss date provided (i.e., May 21, 2024).
  
  Wireless number ending in 8310 (claimed device #6)
  
  On September 6, 2023, you enrolled the wireless number ending in 8310 in the Program.  On January 4, 2024, the Program was canceled due to having filed two (2) service requests within a consecutive twelve (12)-month period.
  
  On December 30, 2023, you completed a service request for a damaged ******* Z Fold5 5G (256GB).  During the service request completion process, you accepted the terms of the service request and authorized the service replacement fee billed to the wireless account.  The total amount accessed was $734.50, which included tax.  On January 2, 2024, a ******* Z Fold5 5G (256GB) (“Replacement Device 3”) was delivered to the address you provided.
  
  Following the above, you erroneously filed three (3) reshipment requests for Claimed Device 6, instead of filing a new service request for the damaged Claimed Device 6.   Nevertheless, we  note that coverage was not in effect on the loss dates provided (i.e., February 10, 2024; February 14, 2024; and May 22, 2024).
  
  Wireless number ending in 2097 (claimed device #7)
  
  On April 21, 2024, you enrolled the wireless number ending in 2097 in the Program, and it remains enrolled.
  
  Between April 23, 2024 and June 25, 2024, you filed multiple service requests for a lost ****** Pixel 8 5G (128GB), as outlined below:
  
  Four (4) of the service requests were denied because our security verifications reflected unacceptable behavior or submissions in your service request.  When this happens, we have the right to deny the service request for program abuse.
  
  Two (2) of the service requests were denied because of an active SIM card; *****’s records reflect that there was wireless activity associated with Claimed Device 7’s SIM card in another device after the loss date provided (i.e., April 23, 2024 and April 24, 2024).
  
  Six (6) of the service requests were denied because Claimed Device 7 did not log airtime on the enrolled wireless number immediately prior to the dates of loss (i.e., April 23, 2024; and April 24, 2024) or after enrollment.
  
  Based on the above, we believe that the service request denials were appropriate.  We are happy to review any additional information you may have to support your service requests, but at this time, we are unable to approve these service requests based on the information available to us.
  
  The policy guidelines Asurion is following have been explained in this letter, and therefore, we consider this matter addressed.  Please feel free to contact me if you have any further questions.  I am available by email Monday through Friday between 9:00 a.m. and 4:00 p.m. CST.
  
  Regards,
  
  **** ******* ********** ******* ***** ***********************
  

• Initial Complaint

  Date:11/06/2024

  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 with Asurion for a stove that was bought online at ******. The self cleaning function stopped working so I placed a call for service. I never heard back from the place where the service request was made so I called them and they told me that they were not able to service my gas ran** as they currently did not have a gas technician at their company. They said they had told Asurion this so they did not understand why I hadn’t been told that no one would be contacting me. I have since called Asurion several times and have been told that the are “looking into the matter”. I have been waiting on this since early April and I am tired of being given the run around and having to call them continuously.

  

  Business Response

  Date: 25/06/2024

  June 25, 2024
  
  ****** ****** ***** ****** ** ************* ** *** ***
  Complaint ID # 21812470
  
  Dear Debbie Blazis,
  
  In connection with the above-referenced matter filed with the Better Business Bureau (“BBB”), we submit the below in response.
  
  In the matter you filed with the BBB, you state:
  
  “I purchased an extended warranty with Asurion for a stove that was bought online at ******. The self cleaning function stopped working so I placed a call for service. I never heard back from the place where the service request was made so I called them and they told me that they were not able to service my gas ran** as they currently did not have a gas technician at their company. They said they had told Asurion this so they did not understand why I hadn’t been told that no one would be contacting me. I have since called Asurion several times and have been told that the are “looking into the matter”. I have been waiting on this since early April and I am tired of being given the run around and having to call them continuously.”
  
  The desired resolution listed in your matter is:
  
  “Repair; Replacement; 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 ** Ran** (the “Product”) under your ****** protection plan (the “Plan”).  The Plan is an optional service contract that provides covera** 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 self-cleaning function did not work. Unfortunately, the resolution of your claim was delayed due to a lack of available servicers in your area.
  
  According to our records, the matter was resolved on June 13, 2024, when Asurion authorized and initiated a product reimbursement.
  
  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 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 9:00 a.m. and 4:00 p.m. CST.
  
  ******** ******** ****** ********** ********** ***** **************************
  

  Customer Answer

  Date: 25/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21812470, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:10/06/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought asurion extended warranty when we bought our TV in 2023 . Our tv stopped working in May. The issue is covered under the warranty but I have been on the phone back and forth with them about my address on the claim form . 1st the form wouldn't let me put my postal code so they said to write it in the city line . Claim denied so then the next person says try again ill make a note did that again claim denied. Next person tells me my address isn't right ( we live in a farm so it's quordinates) I say inhave another address in town they say put that in . Claim denied because address doesn't match . I have done EVERYTHING they have told me and they still just keep denying . I've been on with the claims department and they say they can't change any info on their end so then what are they there for . No help at all . The last guy I talked to said he talked to someone above everyone and every thing should be good now . CLAIM DENIED wrong purchase date . Even though the purchase date I put in is the same one one the rescipt of which they have a copy of . They will not help at all and I think are just doing this so I give up .

  

  Business Response

  Date: 25/06/2024

  June 25, 2024
  
  ****** ****** **** *** ** ***** ** *** ***
  
  Re: Case # 21826284
  
  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 10, 2024, states:
  
  “We bought asurion extended warranty when we bought our TV in 2023 . Our tv stopped working in May. The issue is covered under the warranty but I have been on the phone back and forth with them about my address on the claim form . 1st the form wouldn't let me put my postal code so they said to write it in the city line . Claim denied so then the next person says try again ill make a note did that again claim denied. Next person tells me my address isn't right ( we live in a farm so it's quordinates) I say I have another address in town they say put that in . Claim denied because address doesn't match . I have done EVERYTHING they have told me and they still just keep denying . I've been on with the claims department and they say they can't change any info on their end so then what are they there for . No help at all . The last guy I talked to said he talked to someone above everyone and every thing should be good now . CLAIM DENIED wrong purchase date . Even though the purchase date I put in is the same one one the receipt of which they have a copy of . They will not help at all and I think are just doing this so I give up.”
  
  The desired resolution listed in your case states the following:
  
  “Replacement; Repair.”
  
  Response:
  
  Asurion Consumer Solutions of Canada, Corp. (“Asurion”), conducted a full review of your claim and transaction history with the aim to, where possible, remediate the matter. Our records reflect that on March 17, 2023, you purchased a Samsung 65’’ TV (“Product”) together with a 36-Month Service Plan (the “Plan”) from *******.
  
  On May 24, 2024, you filed a claim for the Product, reporting that the Product turned off intermittently and that the screen was black.  During the claim process, you were informed that documentation, which included the claim facilitation form (“CFF”) and the Product’s serial number, were required to proceed with the claim.  Upon receipt of the claim documentation, the claim was denied as the CFF was deemed incomplete due to the mailing address provided. You subsequently filed a second claim for the Product on May 28, 2024, during which you were again informed that claim documentation was required to proceed with the claim.  However, upon receipt of the claim documentation, the claim was reviewed and denied due to the mailing address, product purchase date, and the Product serial indicated on CFF mismatching the information on the account.
  
  Asurion acknowledges that there was a delay in providing a resolution for your claim as the CFFs were incomplete and sincerely apologizes for the inconvenience you may have experienced because of this matter.  As a resolution, on June 11, 2024, an Asurion Resolution Specialist (“RS”) assisted you with refiling the claim and submitting the required claim documentation. Upon receiving all required claim documentation, on June 13, 2024, Asurion approved your claim and scheduled a repair appointment for June 17, 2024. However, upon the date of the scheduled repair appointment, the repair technician deemed the Product unrepairable. The matter was ultimately resolved on June 21, 2024, when Asurion offered a Product reimbursement in the form of an electronic gift card for $898, which you accepted. As a result, the electronic gift card was sent to you the same day.
  
  The receipt of reimbursement fulfills Asurion’s obligation under the Plan, and we consider this matter closed.
  
  We again sincerely apologize for your frustration. We are committed to making the claims process easy and convenient for our customers, and we truly regret that this was not your experience.
  
  Regards,
  ******** ****** ********** ********** ***** **************************
  
  
  
  
  
  

  

  Business Response

  Date: 25/06/2024

  June 25, 2024
  
  ****** ****** **** *** ** ***** ** *** ***
  
  Re: Case # 21826284
  
  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 10, 2024, states:
  
  “We bought asurion extended warranty when we bought our TV in 2023 . Our tv stopped working in May. The issue is covered under the warranty but I have been on the phone back and forth with them about my address on the claim form . 1st the form wouldn't let me put my postal code so they said to write it in the city line . Claim denied so then the next person says try again ill make a note did that again claim denied. Next person tells me my address isn't right ( we live in a farm so it's quordinates) I say I have another address in town they say put that in . Claim denied because address doesn't match . I have done EVERYTHING they have told me and they still just keep denying . I've been on with the claims department and they say they can't change any info on their end so then what are they there for . No help at all . The last guy I talked to said he talked to someone above everyone and every thing should be good now . CLAIM DENIED wrong purchase date . Even though the purchase date I put in is the same one one the receipt of which they have a copy of . They will not help at all and I think are just doing this so I give up.”
  
  The desired resolution listed in your case states the following:
  
  “Replacement; Repair.”
  
  Response:
  
  Asurion Consumer Solutions of Canada, Corp. (“Asurion”), conducted a full review of your claim and transaction history with the aim to, where possible, remediate the matter. Our records reflect that on March 17, 2023, you purchased a Samsung 65’’ TV (“Product”) together with a 36-Month Service Plan (the “Plan”) from *******.
  
  On May 24, 2024, you filed a claim for the Product, reporting that the Product turned off intermittently and that the screen was black.  During the claim process, you were informed that documentation, which included the claim facilitation form (“CFF”) and the Product’s serial number, were required to proceed with the claim.  Upon receipt of the claim documentation, the claim was denied as the CFF was deemed incomplete due to the mailing address provided. You subsequently filed a second claim for the Product on May 28, 2024, during which you were again informed that claim documentation was required to proceed with the claim.  However, upon receipt of the claim documentation, the claim was reviewed and denied due to the mailing address, product purchase date, and the Product serial indicated on CFF mismatching the information on the account.
  
  Asurion acknowledges that there was a delay in providing a resolution for your claim as the CFFs were incomplete and sincerely apologizes for the inconvenience you may have experienced because of this matter.  As a resolution, on June 11, 2024, an Asurion Resolution Specialist (“RS”) assisted you with refiling the claim and submitting the required claim documentation. Upon receiving all required claim documentation, on June 13, 2024, Asurion approved your claim and scheduled a repair appointment for June 17, 2024. However, upon the date of the scheduled repair appointment, the repair technician deemed the Product unrepairable. The matter was ultimately resolved on June 21, 2024, when Asurion offered a Product reimbursement in the form of an electronic gift card for $898, which you accepted. As a result, the electronic gift card was sent to you the same day.
  
  The receipt of reimbursement fulfills Asurion’s obligation under the Plan, and we consider this matter closed.
  
  We again sincerely apologize for your frustration. We are committed to making the claims process easy and convenient for our customers, and we truly regret that this was not your experience.
  
  Regards,
  ******** ****** ********** ********** ***** **************************
  
  
  
  
  
  

  Customer Answer

  Date: 25/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21826284, and find that this resolution is satisfactory to me.

  Customer Answer

  Date: 25/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21826284, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:17/04/2024

  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 upgraded my cell phone contract with ***** and purchased Insurance for lost, damaged, and stolen devices (****** S25 Ultra 512GB ). I received my new device on Feb 4th, 2024, and unfortunately, I lost that device on Feb 6th. Per Telus's instruction, I called Asurion and opened the claim for a lost/stolen device. The next day, Asurion asked me to contact them via phone, so I called Asurion. As soon as I talked to the agent, they told me my claim had been declined because they didn't have the information. I gave them the information, and they re-open the claim, but the next day, I got the message to call Asurion again; this time, I called them after a few days, and as soon as the agent answered the phone, they told me the claim was declined again because they don't have the last location or the usage of the phone. I was confused and asked them if I could give them this information. They said no, only ***** could send them that information. I called Telus, and the manager helped me re-open the claim and gave them the needed information. Again, they declined the claim, and this time, the reason they gave me was that I didn't have Insurance. I asked them if I could send them the contract, but they refused to receive it from me.

  

  Business Response

  Date: 06/05/2024

  May 6, 2024
  
  ***** ***** ******** **** *** ****** ** *** ***
  Canada
  
  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 April 17, 2024, states:
  
  “I upgraded my cell phone contract with ***** and purchased Insurance for lost, damaged, and stolen devices (****** S25 Ultra 512GB ). I received my new device on Feb 4th, 2024, and unfortunately, I lost that device on Feb 6th. Per Telus's instruction, I called Asurion and opened the claim for a lost/stolen device. The next day, Asurion asked me to contact them via phone, so I called Asurion. As soon as I talked to the agent, they told me my claim had been declined because they didn't have the information. I gave them the information, and they re-open the claim, but the next day, I got the message to call Asurion again; this time, I called them after a few days, and as soon as the agent answered the phone, they told me the claim was declined again because they don't have the last location or the usage of the phone. I was confused and asked them if I could give them this information. They said no, only ***** could send them that information. I called Telus, and the manager helped me re-open the claim and gave them the needed information. Again, they declined the claim, and this time, the reason they gave me was that I didn't have Insurance. I asked them if I could send them the contract, but they refused to receive it from me.”
  
  The desired resolution listed in your case states the following:
  
  “Replacement.”
  
  Response:
  
  Asurion is the administrator for the ***** Device Care Complete program, which is available as an added service through Telus.  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 October 17, 2023, you enrolled in the ***** Device Care Complete program. The pertinent portion of the Terms and Conditions governing your Plan, a full and complete copy of which was available to you prior to your enrollment, provides the following:
  
  Definitions: (4) “covered device” means a device
  that we have designated as eligible for coverage under the Plan, which is
  activated for wireless telecommunications service for the enrolled Telus
  wireless telephone number on your account with ***** on the date the covered
  incident of the covered device occurs and for which air time has been logged
  by ***** as identified by Electronic Serial Number (ESN), Mobile Equipment
  Identification Number (MEID), or International Mobile Equipment Identity (IMEI)
  for CDMA devices and SIM card; unless you have logged outgoing airtime on
  a different eligible wireless device immediately prior to the time of loss, in
  which case such wireless device becomes the covered device so long as: i)
  such wireless device is owned by you and you provide us proof of ownership
  and ii) airtime usage was logged on such device on your account with TELUS
  immediately prior to the time of 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.  Based on the review, Asurion determined that between February 9, 2024 and February 19, 2024, you initiated multiple claims for a lost Samsung ****** S24 Ultra 5G (512GB) (“Claimed Device”) for the wireless number ending in 4000.  On February 19, 2024, a Telus representative advised that the matter would be referred to its support team for further assistance.
  
  Following the above, on February 22, 2024, you filed another claim for the lost Claimed Device for the wireless number ending in 4000.  The loss date provided was February 6, 2024.  The claim was reviewed and denied because Telus’ records reflect that the Claimed Device was never activated on the wireless number ending in 4000.
  
  Per the Terms and Conditions of the ***** Device Care Complete program cited above, the device that is active on Telus’ network when the subscriber enrolls in the ***** Device Care Complete program is considered eligible to become the Covered Property upon the registration of the line, unless the subscriber has logged airtime on a different wireless device immediately prior to the time of loss.  In this case, Telus’ wireless service records confirm that airtime for the wireless number ending in 4000 was logged on a different device – namely, an Apple iPhone 11 Pro Max (64GB), according to the loss date provided (February 6, 2024).  As such, under the Terms and Conditions of the Device Care Complete program, Asurion cannot honor your request for a replacement device because the Claimed Device did not log outgoing airtime on the wireless number ending in 4000 at the time of the loss (February 6, 2024).  Based on the above, we believe that the claim denial was appropriate.
  
  On February 24, 2024, you filed another claim for the lost Claimed Device for the wireless number ending in 4000.  The loss date provided was February 6, 2024.  The claim was denied due to the loss occurring prior to the enrollment date, which was subsequently determined to be incorrect.  Nevertheless, based on the loss date you reported (February 6, 2024), Asurion determined that the Claimed Device was not in use at the time of loss; therefore, the claim would not have been approved.
  
  Based on the above, we believe that the claim denials were appropriate.  We are happy to review any additional information you may have to support your claim, but at this time, we are unable to approve this claim based on the information available to us.
  
  The policy guidelines Asurion is following have been explained in this letter, and therefore, we consider this matter addressed.  Please feel free to contact me if you have any further questions.  I am available by email Monday through Friday between 9:00 a.m. and 4:00 p.m. CST.
  
  Regards,
  
  **** ******* ********** ******* ***** ***********************
  

• Initial Complaint

  Date:12/04/2024

  Type:Customer Service 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 an extended warranty protection with assurion canafa from ****** on beats by flex headphones.. the order isn't showing in my ****** account for some reason... asurion can see it.. and won't file my claim because I don't know the purchase date but they do.. they see it and just won't tell me!

  

  Business Response

  Date: 03/05/2024

  May 3, 2024
  
  ****** ****** **** ******* ****** **** ** *********** ** *** *** ******
  
  Complaint ID # 21569608
  
  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 April 12, 2024, you state:
  
  “I have an extended warranty protection with assurion canafa from ****** on beats by flex headphones.. the order isn't showing in my ****** account for some reason... asurion can see it.. and won't file my claim because I don't know the purchase date but they do.. they see it and just won't tell me!”
  
  The desired resolution listed in your complaint filed with the BBB is:
  
  “For them to honor the warranty I paid for.”
  
  Response:
  
  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 August 14, 2022, you purchased Beats headphones (the “Product”) together with a 2-year Protection Plan (the “Plan”) from ******.  The Plan is an optional service contract that provides coverage for the mechanical or electrical failure of the product(s) caused by:  defects in materials and/or workmanship; normal wear and tear; dust, heat or humidity; power surges; or unintentional and accidental damage from handling as drops, spills, and cracked screens, as result of normal use of the product (“ADH”) for portable products only.
  
  On April 12, 2024, you contacted Asurion to report that the Product was not functioning.  We wish to note here that Asurion has no record of any contact concerning the Product initiated prior to April 12, 2024.  That same day, Asurion authorized a Product reimbursement and instructed you to send the Product to Asurion’s service depot as a condition of receiving the reimbursement.  You subsequently sent the Product to Asurion’s service depot using the shipping label provided to you, and we received it on April 15, 2024.  On April 16, 2024, the $39.95 Product reimbursement was processed for shipping and delivery to you within 10 (ten) business days.
  
  Receipt of the above-referenced reimbursement, which reflects the purchase price of the Product before tax, fulfills all of Asurion’s obligations owed under the Plan.  Therefore, we believe the issue raised in the matter has been resolved.
  
  If you have any further questions or concerns, feel free to contact me by email.  I am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m. CST.
  
  Regards,
  **** ******* ********** ******* ***********************