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Complaint Details
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Initial Complaint
04/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I paid insurance for my cellphone for years. Never utilized it until Jan/Feb 2024 I reached out to Assurant they refused to cover cost of fixing the phone Tmobile said I paid over ***** in insurance cost. I was forced to Pay 80 dollars at the Assurant retailer in Jamaica Queens to repair my phone verses *****. I was told to send in *** dollars for a replacement phone which was returned to Assurant and I would be refunded my *** dollars because I fixed the phone with out of pocket cost I paid in January 2024 and it’s now April 2024 and Assurant has not credited my bank account yet. I called 6 times for my money and they always say it will be released in 10 days. I’m reaching out for assistance in getting my *** dollars credited back to my account. It’s 2 months now. Thank you
Business 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The business responded to this complaint but has asked that its response not be published.Customer response
04/17/2024
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,
**** *****Initial Complaint
04/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Claim Number: ******** Assurant is claiming I did not return a device and is charging me for that device. They claim they never received the package at their warehouse although I used the same prepaid package they provided me with and dropped it off in person. I have attempted to file a lost package claim through USPS however the tracking number provided to me from Assurant that was on their prepaid label does not register with USPS. I have requested to get a copy of the return label they sent to me but for some reason, they tell me that they do not have it even though they can provide me with a supposed tracking number that was on the package, that does not register with USPS. I realized I failed to get a confirmation receipt from the post office but I was told that the claim was closed through their online service. I could have returned to the office to get proof I sent the package however they only keep records up to 30 days and I was not notified of the it was still lost until I was billed for it nearly 2 months later. I returned the package on January 31st and I have proof I was there through my Google Timeline. They claim they conducted an investigation as to the package however no attempts were made to contact me to gain any supplemental information that I had prepared to prove I dropped off the package at USPS. From the ******* website multiple customers have had similar complaints to mine and it seems that either the prepaid labels provided are faulty or that assurant does a poor job of managing their returns.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.Business response
04/23/2024
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
04/24/2024
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
04/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Assurant has been the worst warranty company that I have ever dealt with. They contract with the *****t bidding service companies and some sort of arrangement to perform the least amount of work possible in order to get the customer off their back. I have a washer I purchased from *****, the appliance is exactly 3 years old, they have been out to service it 6 times in that time and this last time the service company (Total Appliance) lied and said they were not able to duplicate the issue. Because my warranty plan expired on the day that they came to service it last, the warranty company just closed the case and cancelled any work. They said that the plan is now expired and they don't have to do anythin* *lse. I spoke to two supervisors and was hung up mutiple times trying to get answers, I have emails going back and forth with them and proof that their service companies flat out lie in order to close out claims with assurant. According to their no-lemon clause, my washer should have already been replaced, but because the plan is now expired, a supervisor named "Jay" said that they don't have to do anything anymore. I should blame ***** since they were the ones who sold me this plan but in reality the fault lies with many parties: * * (Making a defective product) ***** for choosing to do business with companies like Assurant Total Appliance for their unethical business practices with warranty companies Please be warned, if you can help it, avoid this company like the plague, they are truly the worst warranty company out there.Business response
04/09/2024
April 9, 2024
Better Business Bureau, Inc.
Southeast Florida and the Caribbean
4411 Beacon Circle, Suite 4
West Palm Beach, FL 33407The business responded to this complaint but has asked that its response not be published.
Customer response
04/09/2024
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
04/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased my agreement on 4/9/2020. My dishwasher has had 7 approved repairs which are all documented and photos uploaded. I have also uploaded a copy of my plan agreement that I purchased. The plan agreement was for four years. Below is a copy and paste description of Assurant Plan agreement. "Suppose We can’t fix it after three repairs? After expiration of the manufacturer’s warranty, if You have three covered service repairs completed on three separate occasions and Your Product requires a fourth repair, as determined by Us, We will issue You a Payment, not to exceed the Retail Cost of the original Product, plus applicable sales tax. " When I speak with Assurant operator they state that it has to be 30 days apart in between claims and that the back office will call me. They are also adding language to my "requirements" for replacement that do not exist. When I stated that the contract I purchased does not have the language they say is required the Assurant representative stated that they updated the terms. However they updated terms in other/NEW contracts and are still obligated to the agreement that I purchased for my contract period. Assurant representative escalated my claim on 3/25/24 to what they call the "back office" and said I would hear back but I never did. The dishwasher now has 2 active and NEW claims for failures but Assurant states that since there are active claims they still cannot replace despite the fact that I have 7 documented repairs to this appliance. I offered to cancel the new claims since my dishwasher still had more than enough claims to qualify for replacement but Assurant representative said that would not work. Assurant claims is adding language that does not exist to my contract and is their "company policy". While the company policy is acceptable to change it is not acceptable to change the agreement that I paid for and blame it on "company updates". They are not honoring their agreement per contract.Business response
04/11/2024
Via: Better Business Bureau Portal
April 11, 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
04/15/2024
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
03/26/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
In Jan 24 I contacted T-Mobile about repairing a cracked screen in my phone and was referred to Assurant to do a claim. I paid a $** deductible plus tax and they sent me a replacement, so far so good, I followed the enclosed instructions on how to transfer my old phones data, so far so good. When I was about to return my old phone, I noticed the only thing wrong with it was that the screen protector was cracked not the phone. There wasn’t a scratch on it because it always was in a case and screen protector. I called Assurant and said I didn’t need a claim after all, and politely asked if I could send that phone back anyway since all the data had already been transferred. The nice lady said sure no problem and that I would receive a check for the canceled claim shortly. So far so good or so i thought. I waited and waited, no check, I called Assurant and after much hemming and hawing they told me I was given bad information and that they couldn’t do anything for me. How is that my fault? And why didn’t they contact me? And why didn’t they just return my perfectly good phone back to me? So now I am just out a $***?! I am extremely mad at this dubious practice.Business response
04/04/2024
April 4, 2024
Better Business Bureau, Inc.
Southeast Florida and the Caribbean
44** Beacon Circle, Suite 4
West Palm Beach, FL 33407
The business responded to this complaint but has asked that its response not be published.Business response
04/09/2024
April 9, 2024
Better Business Bureau, Inc.
Southeast Florida and the Caribbean
44** 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
04/10/2024
Complaint: 2*488038
I am rejecting this response because:I am aware of the position of the company, *****, however; Assurant is in fact in breach of contract. When you say I was “misguided” by your representative, the actual legal term is misrepresented. If you are unfamiliar with the term, please consult your legal department.
Once again, all Assurant needs to do is send me a check for $****** and we won’t have to continue wasting each other’s time.****** ******
Initial Complaint
03/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We filed a claim on the insurance we purchased with Assurant at the ******* store. The iphone 15 insured by Assurant was stolen. We paid the deductible required and submitted required information on 3/10/24. ASSURANT promised a replacement phone within 3 business days and we have yet to receive the phone as promised.Business response
03/28/2024
March 28, 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
03/28/2024
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
03/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
This is a warranty company that has not provided adequate service. After not having a refrigerator for a week they sent a repair technician to diagnose the refrigerator. The technician was hostile, aggressive and yelled at my husband.Business response
03/29/2024
March 29, 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
04/01/2024
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
03/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a dinette set from ******** ******* with 4 chairs. I also paid for an extended warranty with assurance. The top of the table has a big area that turned white. I put in a claim with ******** ******* on 9/13/23 (*******). After not hearing anything, In November I called and was told to wait, that I would be contacted. I have heard nothing and hear it is almost March of 2024. It took 4 tries just to get a table that was not broken in the box and now this, I am disabled and it’s been a heck of a bad situation, I don’t know what to do.Business response
03/01/2024
This customer may need to refile the claim again with Assurant since it was denied due to the claim not being filed within the 30 days. If they resubmit the claim, they need to make sure to report it happened within 30 days.
Business response
04/09/2024
April 9, 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
04/10/2024
Complaint: 21361830
I am rejecting this response because:I will see you in court
Sincerely,
***** *******Initial Complaint
03/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 3/7/24, I filed a claim with Assurant, Inc. for a loss phone. On 3/8, the phone was found so I called Assurant to cancel the claim. However, the replacement phone had already shipped. In the meantime, my original phone was blocked by Assurant, Inc. On 3/11, I received the replacement phone and on 3/12, I returned the new phone using the return label Assurant provided. I was originally told that once I returned the new phone, it would take 2-3 business days to unlock my original phone. However, by 3/15 the phone was still blocked so I called Assurant to get a status update. The rep I spoke with told me that he would submit a request to have the phone unblocked and that it would take 2-3 business days to unlock the phone. On 3/19, I spoke with a supervisor, #2461, and she told me that the business day started on 3/18, and to give it yet another day. On 3/20, I called and was told to wait until midnight - 3/20. Today, 3/21, I called and was told the business day started on 3/19 and that the phone would be back on by midnight 3/22. This whole experience has been stressful. I explained that I need my phone to work, however, I feel like every time I call, I am getting the runaround. Please assist.Business response
04/03/2024
April 3rd, 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
04/04/2024
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
03/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Assurant is the phone insurance company for tmobile. I filed a claim on March 7th for a replacement of a broken phone. I was told for ***$it would be delivered next day on the 8th. We had the option to replace the screen for **$ and about 5 hours time. Since the 8th I have spent almost 5 hours on the phone and been given non stop excuses. The delivery date has been changed 5 times and now I am told it is on back order and I just have to wait. On the 10th I bought another phone which was the advice of my business account consultant from Tmobile with the assumption we could return it for a **$ fee within 14 days. It was a waste of money but kept a phone on our hands. That date is approaching to return and still no phone delivery. I paid 8 dollars a month on 2 lines for insurance plus *** for a phone and ** for a replacement and still don't have what was promised.Customer response
03/22/2024
I was contacted by Assurant and the phone was finally delivered. My complaint is now removed.
******
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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.