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Complaint Details
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Initial Complaint
05/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I am writing to file a serious complaint Assurant's associated service technician who was unprofessional, rude and make racist comments stereotyping my Indian heritage and how that is the cause of the technical issue with microwave before even entering my kitchen. When I told him that I took issue with his insensitive comments and that even before even attending to the problem, he said "thats how it goes". He the reluctantly opened the top of the hood that untethers the front door and took some picture and said he dont carry any parts and will put a note. There was no attempt to resolve or even assess the problem. Subsequently I get a do not reply email with no call back number or email address for further communication stating this won't be covered due to maintenance. Which is like adding salt to the wound. This whole experience is distressing & unprofessional. I am shocked to see that a large enterprise like lowes do dealing with racially charged people. This samsung over the hood microwave was bought from lowes in 2020 with 5yr warranty serviced by Assurant. Plan Number 0102362820069183451001 Since 2022 I have had problems with the microwave heating issue and everytime its the magnetron going bad roughly every 6 months. Everytime Assurant send agent from ****** Appliance who bring down the microwave from the kitchen cabinet, do inspection and replace a magnetron and roughly 6 months later it happens again. But this time technician didn't even bring down the microwave, he dismantled only the top filter compartment to access behind the microwave door and took a picture. Clearly no attempt to assess the issue.had filed aclaim on April 15th with multiple issues this time 1. food heating issue - usually magnetron issue 2. Door when closed starts the fan automatically for a few minutes and auto shutoff. 3. In october 2023 the technician who showed up to replace magnetron, broke the microwave's cabinet mount and promised to come and replace. But never did till date.
Business response
05/13/2024
May 13, 2024
Better Business Bureau, Inc.
Southeast Florida and the Caribbean
4411 Beacon Circle, Suite 4
West Palm Beach, FL 33407
The business responded to this complaint but has asked that its response not be published.Customer response
05/13/2024
Thank you!
A kind lady representing Assurant called me to discuss my concern & had indicated that per my warranty policy I should have been issued a check without even attempting to repair since this issue has reoccured several times. I am happy with this resolution step since I can put this issue to close and move on with the alternate plan to purchase a different product. Overall I am satisfied with the interactions I had with the representative in Assurant and the resolution. Its too bad that the same professionalism is not inculcated in the service areas of assurant. I hope atleast incidents like this make businesses stop reflect and make amends.
I also want to thank BBB for standing up to support a fair resolution to issues. Fantastic service!
Thank you,
********
Initial Complaint
05/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
September of last year my son had an issue with his phone. I filled a claim. I was told by the representative I spoke to that I would have to send in the damaged device first, then a replacement will be shipped out to me. I protested, because usually they would send out the replacement, then I would ship the damaged device, but he said no I would have to ship out the device first. I no problem I that. That is when they process my claim. The wrong phone was sent because I gave my son a loaner phone in the means time so I had to get T-mobile to help me sort everything out. We had to cancel the first claim, and start a new in order to put in the new phone. I explained that they have the damaged device as well as in XR which was thee in correct phone in their possession. I was told that upon checking the phones was received at the warehouse. I was sent the correct phone now I have to return that replacement. Now, that is two phone I've sent to Assurant. 11.8.2023,I received an email stating that I need to send the damaged phone back. I called and I explained again the situation. The representative told me that upon checking the phones where at the warehouse and she will fixe this issue so that I don't not get that email again. In February my bill doubled, I called T-mobile they told me that I was charged for the phone because I never sent it back. I explained again and again I was told that they phone is at the warehouse but was never scanned in since 10.18.2023. I was told that I should give them two days to get it scanned in and a credit would be issued. I said no I want my money back because this wasn't my error to fix. I have yet to hear from anyone. Now I am being told that I the labels provided was never used. I have the receipt from the post office plus an email that they received the phone so I am confused as to why now I'm being told I can't get my money back because the labels was never used. Thank you for your time.Business response
05/03/2024
May 3, 2024
Better Business Bureau, Inc.
Southeast Florida and the Caribbean
4411 Beacon Circle, Suite 4
West Palm Beach, FL 33407
The business responded to this complaint but has asked that its response not be published.Customer response
05/06/2024
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
04/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have Assurant through * ****** cell phone plan. Since the day I opened my * ****** in March 2024 I have been paying $** per month to have protection 360 with Assurant. On April 15th 2024 My screen cracked & I filed a claim which was denied by Assurant saying “ The device claimed was not insured on the date of loss”. The Assurant representative transferred me to * ****** customer care. The * ****** representative did in fact confirm I did have coverage at the date of loss so the * ****** representative contacted Assurant with me on the line to inform them that I did have coverage. The Assurant representative from the being of the conversation told the * ****** representative they can get off the line repeatedly until they did & would not let me the * ****** representative speak. The Assurant representative did the same with me cut me off & would not let me speak. Told the out come the denial would not change etc. I was asking questions so in the middle of me talking transferred me back to * ****** Customer Care.Business response
05/01/2024
May 1, 2024
Better Business Bureau, Inc.
Southeast Florida and the Caribbean
4411 Beacon Circle, Suite 4
West Palm Beach, FL 33407
The business responded to this complaint but has asked that its response not be published.Customer response
05/02/2024
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
04/24/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a five-year extended warranty from Assurant Contract Administration for my GE Washer in September of 2021 (warranty is set to expire September 2026). I placed a service call for this Washer on March 25, 2024. The service technician was here to service this equipment on March 27. At that time, I was told a new drum needed to be ordered and it would arrive on April 9, via Fed. Ex. On April 2, I received a recorded message stating that my backordered drum was cancelled and they would call to reschedule the follow-up appointment at a later date. I contacted the technician on April 10 to inquire the status and was told that this order was no longer in their system, I would have to contact Customer relations. Customer relations told me the complaint had been "elevated" and I should have an answer to my status question within 48 business hours. Follow-up call on April 15 did not provide any additional information other than wait another 48 business hours. As of today, April 24 I have received no further contact from Assurant regarding my claim. Since I have 2 1/2 years remaining on my extended warranty, I believe I should receive at least a partial credit for my remaining warranty.Business response
05/08/2024
May 7, 2024
Better Business Bureau, Inc.
Southeast Florida and the Caribbean
4411 Beacon Circle, Suite 4
West Palm Beach, FL 33407
The business responded to this complaint but has asked that its response not be published.Customer response
05/09/2024
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
04/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I was denied a trade in value of ****** dollars for my cell phone because they said it wouldn't power on. I get the phone back and it is powering on perfectly fine, just like it was when I sent it to them. I have tried reaching out to them but am just getting the run around and no one will help to resolve the issue. I believe someone made a mistake in assessing my phone. I sent in two one they gave me the trade in value for but the second one they didn't because they said it wouldn't power on but it does. Pictures provided. The phones serial number is *************** and the offer number is ******************Business response
05/02/2024
May 2, 2024
Better Business Bureau, Inc.
Southeast Florida and the Caribbean
4411 Beacon Circle, Suite 4
West Palm Beach, FL 33407
The business responded to this complaint but has asked that its response not be published.Customer response
05/09/2024
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. The are reassessing the phone. It was received on the 4th and awaiting a response to see if they are going to honor the trade in value. I sent it on a 100 percent charge, powered on and wrapped in bubble wrap so hope all goes well.
Sincerely,
****** *****Initial Complaint
04/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Purchased extended warranties for all my kitchen appliances in March 2021. So now in 2023 on Thanksgiving the build in GE oven quit working as it should. Called This service and was given a December 21, 2023 repair date. The tech showed up and states we don’t work on GE! Another week and another repair company is taking a look, determined it needed a new fan. After it was installed we still had the same problem could only control the oven with the breaker box. Assurant sent yet the repair people to see about it. A new control board was ordered. Still not working properly and deemed a fire hazard. Yesterday yet another repair tech was able to duplicate during trouble shooting and stated he had to order another fan! So now we went through holidays of Thanksgiving, Birthdays, Christmas, New Years, Easter and still don’t have a useable oven. We just need this resolved NOW - a new oven! This company selling extended appliance warranties is a complete and total rip-off.Business response
04/29/2024
April 25, 2024
Better Business Bureau, Inc.
Southeast Florida and the Caribbean
4411 Beacon Circle, Suite 4
West Palm Beach, FL 33407
The business responded to this complaint but has asked that its response not be published.Customer response
05/01/2024
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
04/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have paid Service Protection Advanta**/ Assurant $**/month for 25 years to protect my ******** 42" built in refri**rator. That totals $****** over the years. In January the refri**rator stopped cooling. I called Assurant and they sent a technician ******** *) from ***** *** Factory Service. The technician was so lar** that he could not even **t on a step stool to look at the motor and cooling system on top. He took pictures and had to sit down to analyze them. He returned to replace the fan motor. It did nothing. Over the course of 2 months without a refri**rator A&E sent 6 different techs (******* ******* ****** ******* ***** ********) for a total of 9 appointments. Finally, on the last appointment of March 6 the refri**rator was cold and no water was dripping from the door. This lasted a month and on April 6 it stopped being cold. I called Assurant and they would not schedule with ** ******** because it was less than 90 days from when the repair was closed out. They scheduled an appointment for April 8 specifically asking for a senior tech (***** or ******) for April 12 and not with ******* * tech. I got a text that morning and they were sending ******* *. I got very upset and spent 2 hours on the phone with Assurant and A&E and got nowhere. They are supposed to be setting up another appointment with a senior tech on April 15, but they have said the same thing many times. I have asked to speak with customer relations, supervisors, etc. and have gotten nowhere. I have been without a refri**rator in my kitchen for 3 months and I am very frustrated. My current Contract # is ********* under the name of ***** ***********, **** **** Street, Manhattan Beach CA *****. I have attached only some or the screenshots of the appointments.Business response
04/25/2024
April 23, 2024
Better Business Bureau, Inc.
Southeast Florida and the Caribbean
4411 Beacon Circle, Suite 4
West Palm Beach, FL 33407
The business responded to this complaint but has asked that its response not be published.Customer response
04/25/2024
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
04/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On April 3rd my claim for a replacement mobile phone was accepted, along with my ** dollar deductible. Phone replacements are suppose to take 24 to 48 hours. No one I've contacted at Assurant seems to know when I'll be sent a replacement phone, and I've even asked for a different phone other than the one I had, and I can't even use the wireless service I'm paying for right now. I'd just like my phone replaced, its why I have premium handset insuranceBusiness response
04/17/2024
April 17, 2024
Better Business Bureau, Inc.
Southeast Florida and the Caribbean
4411 Beacon Circle, Suite 4
West Palm Beach, FL 33407
The business responded to this complaint but has asked that its response not be published.Customer response
04/23/2024
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
04/08/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
10/27/23 damaged cell phone insured by Assurant, Inc. was returned in the prepaid, pre-addressed shipping package provided by Assurant, Inc. following the written instructions and email instructions of Assurant, Inc. to do so immediately via their pre-addressed carrier package United States Postal Service (USPS). Package was delivered in person to ***** *****, Pennsylvania ***** post office, from which they created a tracking number ***************************. Said package was given a tracking alert by USPS 9 days later on 11/4/23 stating : Sent to MRC (Mail Recovery Center), could not be delivered nor returned to sender. I initiated/completed the procedure of submitting "Missing Mail Search Request" through Assurant's shipper USPS with measurements, photos, make, model, IMEI number of the ** ***** ***** 5G Black 128 GB cell phone they lost. Meanwhile Assurant emailed me threatening charge of over $*** fee for unrecovered equipment. I emailed and phoned them regarding their shipper losing the cell phone, provided them the tracking number, the MRC number MRC ************, the USPS search request data. USPS notifications via emails, stating they were continuing the MRC search but no recovery yet, were sent to my email 11/4/23, 12/4/23, 1/3/24, 2/3/24 their revised email stated they regretted to inform me after thoroughly searching for the missing mail, they were unable to locate the item, they apologized. However in 12/2023 Assurant, Inc. charged ME through my mobile carrier T-mobile $****** fee for non-returned equipment of the phone in the pre-paid, pre-addressed supplied shipping envelope Assurant provided through their shipper. I spoke with 6 different Assurant representatives since 12/2023, sharing the USPS tracking and MRC numbers, requesting they remove their unlawful charge on my account; each agent claimed they would remove; never done. 3/14/24 supervisor Monica apologized claimed she'd credit 3/14/24 full amount with T-mobile. It's now 24 days no creditBusiness response
04/17/2024
April 17, 2024
Better Business Bureau, Inc.
Southeast Florida and the Caribbean
4411 Beacon Circle, Suite 4
West Palm Beach, FL 33407
The business responded to this complaint but has asked that its response not be published.Customer response
04/19/2024
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
04/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We filed a claim in January because my daughter's tablet stopped charging again (for the 3rd time). We were sent a replacement device and shipping information to send the damaged device back. I took the device to the USPS postal service a week later. They have now added a $** charge to my bill stating I never sent the damaged device back which is 100% false. They are refusing to reach out to the postal service to figure out if the package was lost and are telling me it's my responsibility. This is horrible customer service.Business response
04/16/2024
April 16, 2024
Better Business Bureau, Inc.
Southeast Florida and the Caribbean
4411 Beacon Circle, Suite 4
West Palm Beach, FL 33407
The business responded to this complaint but has asked that its response not be published.Customer response
04/17/2024
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,
****** *****
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Get a QuoteCustomer Complaints Summary
3,420 total complaints in the last 3 years.
1,356 complaints closed in the last 12 months.