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Complaint Details
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Initial Complaint
02/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
In April of last year, I purchased a new mobile device and received insurance for it through T-Mobile. I've been diligently paying my insurance premiums every month since. However, on March 17, 2024, I accidentally dropped and damaged my device. Following the incident, I promptly contacted Assurant, T-Mobile's insurance carrier, on March 19th to file a claim. Unfortunately, my claim was initially declined by Assurant on the grounds that I am not the primary account holder. Subsequently, I engaged in lengthy discussions with both T-Mobile and Assurant in attempts to rectify the situation. Despite efforts to amend my claim, it was ultimately rejected due to alleged fraudulent information provided, although specifics regarding this purported fraudulence were not disclosed to me. Regrettably, even the T-Mobile representative assisting me was unable to ascertain the rationale behind the denial. It's important to note that this is my first claim on this device.
Business response
03/06/2024
March 6, 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The business responded to this complaint but has asked that its response not be published.Customer response
03/07/2024
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
02/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I am a big fan of * * and I think right now I have about 7 or 8 * * products. which led me to buy an extended warranty insurance on most of the * * products I have. I believe in * * so much. fast forward around christmas season , my * * stove range got broken..I was still using it but the broken glass became very obvious. I called * * and was directed to assurant as the 3rd party that will assist. Didn't really bother cos all I want is for my issue to get resolved. The issue was directed to sears holding and a tech was sent out. tech checked the issue with stove range and concluded it cannot be fixed and will be replaced after talking on phone with someone for some time figuring it out I suppose Now another issue started: I was told someone will call me for assurance on replacement or a check for me to buy a new one. wait several weeks no one called. I called assurance. I was told they are still working on it and that the rep will send an email on notate the case. I waited again another 3 weeks. No one called and I called again and was given the same line rep will send an email on notate the case. Up until now no one has reached out to me on this issue that is going to 3 months now I decided to call * * because * * sent me the letter for me for buy extended warranty insurance (not assurance) and called * * to provide a phone number to buy the extended warranty. I have spoken to about 5 different GRoups including a manager. A manager told me * * is not responsible and that * * has nothing to do with extended warranty and insurance. Which indicated * * lied and defrauded me when a letter was sent to me from * * to buy extended warranty on appliances and when I called * * to pay for the extended warranty it was all lies and Fraud? Please I need this to be addressed ASAP...all I need is my range stove to be fixed or replaced as they have concluded. I paid for this extended warranty service. Please render the service or refund back my money. Please help address thisBusiness response
03/05/2024
March 5, 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
03/06/2024
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
02/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We purchased a vehicle in September of 2022 and paid for the extended warranty for any mechanical problems that may develop on the car. Had nothing go wrong in the first 15 months of having the vehicle until the transmission started to go out. We dropped the vehicle off at a shop that would allow us to utilize our extended warranty, only to be told after nearly 3 weeks of nothing being done, due to various requests by the warranty company, that the vehicle still falls under the original manufacturers warranty. The vehicle is a 2020 with 70+ thousand miles, well outside of the original powertrain warranty covered by the manufacturer. The claim has since been closed and we have had no communication from the warranty company on our options or to inform us of any of this information. Everything we have been told has come from the shop that has the car and is unable to do anything until this is resolved.Business response
02/29/2024
The business responded to this complaint but has asked that its response not be published.
Customer response
03/01/2024
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
02/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
It's almost a month waiting to get my dryer fixed using the insurance company Lowes advertises as being great . They start out saying the earliest appointment is two weeks away. I gave them the code on the dryer saying the problem, as well as the dryer information. They change the date they gave me to satisfy their schedule, and I had to call someone to be at my house, since it was a day I already had plans. They tell me they have to order a part, which came in the next day, but now I have to wait two more weeks to see if that part works. What if this was my refrigerator???? A month to fix an appliance is ridiculous!!!!!!!!!!!!!!!!!!!!!!Business response
03/05/2024
United Service Protection, Inc.
P. O. Box 105689
Atlanta, GA 30348-5689
Phone: 305-256-7136 Ext. 4037136
Email: [email protected]
March 5, 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
03/06/2024
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
02/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My wife and I received a refrigerator as a free gift on 11/17/2021 by a lady from the same Church we go to, although we never personally have met, I believe she posted it on the Church's website and we decided to get it since our refrigerator was over 10 years old. Via regular mail I received an invitation from "Assurant Service Protection Advantage" So, I purchased (PROOF OF PAYMENT UPLOADED) an extended warranty for it with "Assurant Service Protection Advantage." I have been trying to have a resolution made about my refrigerator since 6/26/2023 (PROOF UPLOADED) from "Assurant Service Protection Advantage" with no success. The service provider already sent them the diagnose that my refrigerator is unrepairable since he has been to my house several times replacing multiple parts and the same issue continues (FREEZING MY FOOD NOT ONLY IN THE FREEZER BUT EVERYWHERE). Even though the contract states clearly that if a unit it's unrepairable they will replace it. Meanwhile I keep on throwing away food items that are frozen. It has been extremely frustrating, I have been calling them every week twice or more and always get a different story from their representatives, it is obvious to me that they do not want to honor what's stated on their contract. Please help, I am in a desperate situation and hopefully there is nobody else going through, what I've been through since last June 2023. I look forward to hearing from you soon.Business response
03/05/2024
March 5, 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
03/09/2024
Hello "BBB", I am responding to the outcome of my complaint against "Assurant Inc." and wish to let you know that I am extremely satisfied with the way they solutioned my complaint. Also, I must tell you that you guys are the best. I thank you very much for the help you provided to my family and I. You guys are doing a great job, please keep on doing what you're doing. Do not let your guard down.
****** ********
Initial Complaint
02/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We originally purchased the fridge and a 3 year protection plan on 12/26/2020 totaling $******** ($****** of that covering the protection plan.) On December the 16th of 2023 we made a call to start a claim to have the ice machine fixed and they sent a technician out on December 26th of 2023. After starting the claim on December 16th, they have sent the same technician ( ***** ******* : ************) out to our home 3 times to attempt to fix the ice machine. The third time, the technician determined that the machine could not be fixed, so his next point of plan was to put in a request for a new fridge or a refund. When the technician contacted the insurance company about our open claim, they refused to fix or replace the fridge with the reason of not being in their system. I am looking to either get a full replacement for the fridge as my claim was still open, or receive a full refund for my purchase.Business response
03/05/2024
March 5, 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
03/11/2024
Better Business Bureau:
To BBB, we thank you very much for the help with this matter, after you reached out to the companies, they contacted us immediately and the issues was solved to our satisfaction. We appreciate the help and getting this done, something the company could have done after numerous attempt but was getting no where. Thanks again and please consider this matter closed.
Sincerely,
***** *********Initial Complaint
02/20/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I obtain identity theft insurance through the ******** *** Protection package each year when I file my taxes. The advertised claims of the identity theft insurance are that they will reimburse expenses associated with loss through identity theft. This past year, my identity was stolen and a person used my information to obtain leases at 5 different apartments in Houston, TX (and submitted applications for 21 total). This person accumulated $****** of bad debt in my name across a dozen different debt collectors. I incurred expenses for document notarization, postage, and legal fees to clear my name of this bad debt. When I filed my claim with Assurant, they said, my losses were not eligible since money was not taken from my checking account. This is an extremely narrow definition of identity theft and does not include the most common cases of identity theft (somebody using your identity to obtain credit). This is not how they advertised their product. Additionally, they did not send me the policy documents until after my claim was denied. When I first found out about my losses, I called them and told them my situation, and they advised me to incur the expenses and then they would reimburse me afterwards. After I filed the claim, they said that because money was not removed from my checking account, my claim of identity theft was not covered. I'm very dissatisfied with this policy, how its marketed, and the claims process.Business response
03/05/2024
March 5, 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
03/06/2024
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.I would like to note that the representative I spoke to on the phone did tell me my claim was denied, and I did submit an appeal letter directly to the company.
Regardless, I appreciate their review of my case and subsequent approval.
Thank you for your help in communicating with the company, I greatly appreciate it.
Sincerely,
***** ******Initial Complaint
02/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We opened a claim in regard to hail damage to our home in June 2023. We had a new roof put on our home through ***** * **** Roofing. They have submitted all required documents to have the depreciation released multiple times. Due to no response from insurance ***** * **** informed us that a lien will be placed on our home for nonpayment. We then reached out to Assurant to find out what the issue. At that time we were informed that the adjuster on our claim had been terminated in September 2023 and a new adjuster was never assigned. We were livid. We asked to speak to our new claims adjuster************** *******) as well as the adjusters manager(****** ********** *******). We have left more than 10 voicemails for both of them for a call back regarding our claim and have never received a call back. This claim is still unresolved. The company has not communicated period since the first adjuster was terminated. Claim#***********.Business response
03/05/2024
March 5, 2024
The business responded to this complaint but has asked that its response not be published.Customer response
03/06/2024
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
02/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My mother and I bought 2 phones as part of the Visible upgrade program, sent in the phones, and they said that they received it late and damaged. I have tracking information that shows that the phones were delivered within the two weeks notice at the required, and the phone was not damaged before we sent it because we sent it in its original box. They were sent as two separate packages, both in its original box, and they were both reported damaged and so was my husband, which makes no sense for three phones to be damaged at the same time during transport.Business response
02/29/2024
February 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.Business response
03/06/2024
March 6, 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
03/07/2024
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
02/19/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I sent my phone in to get credit for my device and the company kept my device and never sent me any communication and getting in contact with the company has been impossible . I am now out of a phone and never receive my $***+ check.Business response
03/07/2024
March 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
03/07/2024
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
3,465 total complaints in the last 3 years.
1,343 complaints closed in the last 12 months.