ComplaintsforAsurion

• Initial Complaint

  08/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have submitted two claims for my phone that no longer works, and they continue to send it back to me not fixed. The first time they sent it back they said it was the wrong color, which was not true. The second time they sent it back not fixed they claim it was due to being locked or find my iphone not being disabled. Which was again not true because the phone was set back to factory reset. And once again the phone was not repaired. Asurion claims they are sending a third label out for me to return the phone a third time. I just want the phone repaired or replaced. I am tired of the run around. I pay extra for insurance to have no issues when there is an issue with the phone. Yet here I am on the 3rd time to send the phone back for repair.

  

  Business response

  10/12/2021

  Business Response /* (1000, 10, 2021/09/29) */ September 29, 2021 ****** ****** *********************************** Re: Case # ******** Dear Ms. ******, 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 August 27, 2021, states: "I have submitted two claims for my phone that no longer works, and they continue to send it back to me not fixed. The first time they sent it back they said it was the wrong color, which was not true. The second time they sent it back not fixed they claim it was due to being locked or find my iPhone not being disabled. Which was again not true because the phone was set back to factory reset. And once again the phone was not repaired. Asurion claims they are sending a third label out for me to return the phone a third time. I just want the phone repaired or replaced. I am tired of the run around. I pay extra for insurance to have no issues when there is an issue with the phone. Yet here I am on the 3rd time to send the phone back for repair." The desired resolution listed in your case states the following: "Repair." Response: The ****** Complete program is a device protection program, available to customers of ******, that includes the Equipment Replacement Program ("ERP") insurance coverage, Equipment Service and Repair Program ("ESRP") service contract coverage, and Tech Expert technical support services on wireless mobile devices. The ERP insurance program is underwritten by Continental Casualty Company, a CNA underwriting company, and administrated by Asurion Protection Services, LLC ("Asurion"). ERP covers loss, theft, and certain physical damage, excluding Accidental Damage from Handling ("ADH"). ESRP covers mechanical and electrical breakdown due to defects in materials or workmanship as a result of normal wear and tear and ADH, including screen repairs. The ESRP Service Contract Obligor and Administrator is Asurion Warranty Protection Services, LLC. 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. Asurion acknowledges and apologizes that your ******* Galaxy S20 Plus 5G 128GB device was not working properly after the repair. Please note that all devices repaired through Asurion have a 12-month warranty that covers any mechanical/electrical defects as long as the device has not sustained any physical or liquid damage. To remedy this matter and to resolve your concerns, an Asurion Care Solutions Team ("CST") representative spoke with you on September 21, 2021, and you were offered the Advanced Exchange ("**") option for the malfunctioning ******* Galaxy S20 Plus 5G 128GB for the wireless number ending in ****. The ** option allows Asurion to ship a replacement device, for next business day delivery if available, at no additional cost. You completed the ** claim and accepted the terms of the **. On September 22, 2021, the ******* Galaxy S20 Plus 5G 128GB ** replacement device was delivered and subsequently activated to the wireless number ending in ****. Based on the above, we believe that the issues raised in this matter have been addressed and resolved. We make a commitment to our customers to make the claims process easy and convenient, and we truly regret that this was not your experience. Regards, Jazz J**** Senior Writer, Regulatory Complaints Phone ************ Fax ************ Email Jazz.J****@asurion.com

• Initial Complaint

  08/24/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On a "recorded for quality assurance purposes" Line on August 20, 2021 at 4:30pm EST I asked for the replacement device 7s 256GB phone being sent out to me via claim (The 2nd defective product sent to me by asurian) filed less than 5 minutes ago to be replaced with an iPhone 8 Plus 256gb device. I told this to Steven G***** at asurian. since then I have spoke to 9 representatives. The manager alyssa on the customer care solutions team told me she did not listen to our phone recording. on that recorded line I was told they would provide me with a solution. I had it clarified that a settlement check for the price of the phone was not a solution and was told by Steven G***** that after 2 defective phones of the the same model are sent back to asurian that I would qualify for an upgrade and therefore all I had to do was to send back the replacement 7s 256gb refurbished phone and Asurian would provide me the iPhone 8. Candace (employee id#*********) would not provide me with the solution.

  

  Business response

  10/01/2021

  Business Response /* (1000, 10, 2021/09/24) */ September 24, 2021 ******* ****** ************************************************** Re: Case # ******** Dear Mr. ******, 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 August 24, 2021, states: "On a "recorded for quality assurance purposes" Line on August 20, 2021 at 4:30pm EST I asked for the replacement device 7s 256GB phone being sent out to me via claim (The 2nd defective product sent to me by Asurion) filed less than 5 minutes ago to be replaced with an iPhone 8 Plus 256gb device. I told this to Steven Garcia at Asurion. since then I have spoke to 9 representatives. The manager Alyssa on the customer care solutions team told me she did not listen to our phone recording. on that recorded line I was told they would provide me with a solution. I had it clarified that a settlement check for the price of the phone was not a solution and was told by Steven Garcia that after 2 defective ph**** of the same model are sent back to Asurion that I would qualify for an upgrade and therefore all I had to do was to send back the replacement 7s 256gb refurbished phone and Asurion would provide me the iPhone 8. Candace (employee id#*********) would not provide me with the solution." The desired resolution listed in your case states the following: "Finish the job; Billing adjustment" Response: Asurion Protection Services, LLC ("Asurion") is the licensed insurance agent and claims administrator for the **** Protect Advantage for 4 ("PA4") program, which is an optional program available to ****'s postpaid customers. The PA4 program is underwritten by Continental Casualty Company, which is one of the CNA underwriting companies. Under the terms of the PA4 program, **** customers can protect up to four (4) eligible devices in the event of loss, theft, damage, or mechanical or electrical failure after the manufacturer's warranty has expired. The customer may make a claim by calling Asurion's toll-free number at **************, or by going online at www.phoneclaim.com/att. 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. Asurion acknowledges that there was a delay in the processing of your reimbursement check and sincerely apologizes for the inconvenience you may have experienced because of this matter. Our records show that on August 27, 2021, the reimbursement check in the amount of $861.99 was processed and forwarded to the address that you provided. Asurion's records reflect that you cashed the reimbursement check on September 1, 2021, finalizing your claim. Therefore, we consider this matter resolved. We sincerely apologize for your frustration. We make a commitment to our customers to make the claims process easy and convenient, and we truly regret that this was not your experience. Regards, Jazz J**** Senior Writer, Regulatory Complaints Phone ************ Fax ************ Email Jazz.J****@asurion.com

• Initial Complaint

  08/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Phone covered by insurance. Screen breakage which is a $30.00 deductible. Called 8/22, but was told it will be 200.00 because ** doesn't make this phone anymore and they can't get parts so it is not eligible for repair and will need to be replace with a used phone that they have repaired at some point. Asked to speak to supervisor, Gayle got on line and lied about being a supervisor. Asked again to speak to supervisor, was told one not on duty. Contacted two phone repair companies and got quotes to repair. Checked manufacturer website and confirmed screen is available. Spoke to Daniel in CEO office, first said they didn't have the part and could only order from "certified vendors". I asked if he was telling me that the ** manufacturer is not a certified vendor to order from but he refused to answer. Then he said they may not know how to fix and don't have the part in stock. Once again, this is services I paid for and they CAN order the part to repair for $30.00.

  

  Business response

  10/12/2021

  Consumer Response /* (131, 10, 2021/09/02) */ 1. the name of the cell phone carrier - **** 2. the associated phone number - ************ 3. an alternative contact phone number - ************ Business Response /* (1000, 14, 2021/09/29) */ September 29, 2021 ****** **** ******************************** Re: Case # ******** Dear Ms. ****, 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 August 23, 2021, states: "Phone covered by insurance. Screen breakage which is a $30.00 deductible. Called 8/22, but was told it will be 200.00 because ** doesn't make this phone anymore and they can't get parts so it is not eligible for repair and will need to be replace with a used phone that they have repaired at some point. Asked to speak to supervisor, Gayle got on line and lied about being a supervisor. Asked again to speak to supervisor, was told one not on duty. Contacted two phone repair companies and got quotes to repair. Checked manufacturer website and confirmed screen is available. Spoke to Daniel in CEO office, first said they didn't have the part and could only order from "certified vendors". I asked if he was telling me that the ** manufacturer is not a certified vendor to order from but he refused to answer. Then he said they may not know how to fix and don't have the part in stock. Once again, this is services I paid for and they CAN order the part to repair for $30.00." The desired resolution listed in your case states the following: "Repair; written response from company, and if they can't honor their contract for repair, I expect a new phone not a used phone to replace my current phone." Response: Since receiving the case you filed with the BBB, we are in receipt of the letter dated September 13, 2021, enclosing the matter that your filed with the Attorney General of Missouri Jefferson City (the "Office"). Asurion will fully address your concerns in our response to the matter filed with the Office. Regards, Jazz J**** Senior Writer, Regulatory Complaints Phone ************ Fax ************ Email Jazz.J****@asurion.com Consumer Response /* (3000, 16, 2021/09/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because since submitting this complaint,**** and confirmed twice they still have these phones available in their warehouse. It seems everyone has access to these phones except the insurance company. I feel they should be held accountable to provide a written response to the BBB as this agency is used by many consumers when searching for reputable companies. By deflecting their response, it will not be recorded here. They continue to refuse ownership of their illegal practices and I again request a written response. Business Response /* (4000, 18, 2021/10/11) */ October 11, 2021 ****** **** ******************************** Re: Case # ******** Dear Ms. ****, I am writing in response to the September 30, 2021 rebuttal you filed with the Better Business Bureau ("BBB") regarding Asurion's response to Case # ********. The case you filed with the BBB on August 23, 2021, states: "Phone covered by insurance. Screen breakage which is a $30.00 deductible. Called 8/22, but was told it will be 200.00 because ** doesn't make this phone anymore and they can't get parts so it is not eligible for repair and will need to be replace with a used phone that they have repaired at some point. Asked to speak to supervisor, Gayle got on line and lied about being a supervisor. Asked again to speak to supervisor, was told one not on duty. Contacted two phone repair companies and got quotes to repair. Checked manufacturer website and confirmed screen is available. Spoke to Daniel in CEO office, first said they didn't have the part and could only order from "certified vendors". I asked if he was telling me that the ** manufacturer is not a certified vendor to order from but he refused to answer. Then he said they may not know how to fix and don't have the part in stock. Once again, this is services I paid for and they CAN order the part to repair for $30.00." The desired resolution listed in your case states the following: "Repair; written response from company, and if they can't honor their contract for repair, I expect a new phone not a used phone to replace my current phone." Your rebuttal filed with the BBB states: "Because since submitting this complaint, *** and confirmed twice they still have these ph**** available in their warehouse. It seems everyone has access to these ph**** except the insurance company. I feel they should be held accountable to provide a written response to the BBB as this agency is used by many consumers when searching for reputable companies. By deflecting their response, it will not be recorded here. They continue to refuse ownership of their illegal practices and I again request a written response." Please see the attachment for Asurion's written response submitted October 8, 2021, to the Attorney General of Missouri Jefferson City (the "Office") regarding your complaint. Asurion has addressed your concerns in our response to the matter filed with the Office. Regards, Jazz J**** Senior Writer, Regulatory Complaints Phone ************ Fax ************ Email Jazz.J****@asurion.com

• Initial Complaint

  08/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/22/21 @ 10a, I filed a claim through Assurion.com. I pay ~$50/month for phone insurance on my family plan and paid $249 for a phone replacement after my iPhone broke beyond repair. I use my phone for business so I selected the same day delivery service. I was given a choice of 3 appointment times and selected 7-9p. I was sent a confirmation shortly thereafter and and a text from the "rep" that would come to setup my device. Never heard back. I texted the rep at 8p, no response. I called the rep at 8:15p, no answer and voicemail was full. Immediately after that, I got an email saying that the agent was on the way and a link to "track the agent". I clicked on it and said, "Delivery Cancelled". I called their main line ************* and was told that my delivery was cancelled. To add insult to injury, the phone rep told me I could file a complain by leaving a voicemail for the complaint's department. I got transferred and their voicemail was full!!

  

  Business response

  10/01/2021

  Business Response /* (1000, 10, 2021/09/21) */ September 21, 2021 ***** ******* ******************************************** Re: Case # ******** Dear Mr. *******, 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 August 22, 2021, states: "On 8/22/21 @ 10a, I filed a claim through Assurion.com. I pay $50/month for phone insurance on my family plan and paid $249 for a phone replacement after my iPhone broke beyond repair. I use my phone for business, so I selected the same day delivery service. I was given a choice of 3 appointment times and selected 7-9p. I was sent a confirmation shortly thereafter and a text from the "rep" that would come to setup my device. Never heard back. I texted the rep at 8p, no response. I called the rep at 8:15p, no answer and voicemail was full. Immediately after that, I got an email saying that the agent was on the way and a link to "track the agent". I clicked on it and said, "Delivery Cancelled". I called their main line ************* and was told that my delivery was cancelled. To add insult to injury, the phone rep told me I could file a complaint by leaving a voicemail for the complaint's department. I got transferred and their voicemail was full!!" The desired resolution listed in your case states the following: "I want them to fix the "same day delivery" advertisement or to cancel appointments promptly. I also want to be compensated/partially refunded.; Modification/discontinuance of an advertised claim." Response: Asurion Insurance Services, Inc. ("AIS") is the program administrator for the Wireless Phone Protection ("WPP") program which provides insurance coverage to customers of ******* Wireless in the event their device is lost, stolen or damaged. WPP is a component of the ******* Mobile Protect ("VMP") device protection program that, along with insurance coverage, includes extended warranty coverage and technical support. Customers enrolled in VMP can file a claim by calling Asurion's toll free number or going online at www.phoneclaim.com. 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. Asurion acknowledges that there was a delay in the receipt of you receiving your replacement device through the Same Day Delivery Service and sincerely apologizes for any inconvenience that you may have experienced because of this matter. Our records reflect that on August 22, 2021, an Asurion representative offered you an Advanced Exchange ("AE"). The AE option allows Asurion to ship a replacement device, for next business day delivery, at no additional cost. You completed the AE claim; accepted the terms of the AE and agreed to the replacement device. Additionally, as a onetime courtesy to ensure a better customer experience, the representative sent a $20 electronic gift card to your email address on file. On August 24, 2021, the ***** iPhone 11 Pro Max 256GB replacement device was delivered and activated to the wireless number ending in ****. Therefore, we consider this matter addressed and resolved. Although the program terms and conditions state that a claimed device will be repaired or replaced within thirty days, we strive to ensure customers are up and running as quickly as possible through benefits like SDDS. We make a commitment to our customers to make the claims process fast, easy and convenient, and we truly regret that this was not your experience. Please feel free to contact me at the number listed below if you have any other concerns or questions. I am available Monday through Friday from the hours of 9:30am to 4:00pm CST. Regards, Jazz J**** Senior Writer, Regulatory Complaints Phone ************ Fax ************ Email Jazz.J****@asurion.com

• Initial Complaint

  08/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a mobile protection plan for through ******* who is third partied through Asurion for filing claims. I lost my phone on vacation in the ocean, and ******* told me to fill out a claim through Asurion which was denied. I have been transferred back and forth between ******* and asurion and neither is willing to approve my claim or help me. my issue is not resolved. Asurion also fraudulently signed me up for some type of ****** protection plan that I did not consent to. I received an email that I had signed up for some ****** protection plan? I have no idea how they got my ****** account but they had charged my 50$ to my ****** account for an asurion protection plan. I never consented to this, and I don't know how they were able to access this, but this is absolutely fraudulent behavior. I was able to cancel it through ******.

  

  Business response

  10/01/2021

  Business Response /* (1000, 5, 2021/09/17) */ September 17, 2021 ******* ***** ****************************************** Re: Case # ******** Dear Ms. *****, In regards to the above-referenced case that you filed with the Better Business Bureau ("BBB"), we submit the below in response. The case you filed with the BBB on August 21, 2021, states: "I have a mobile protection plan for through ******* who is third partied through Asurion for filing claims. I lost my phone on vacation in the ocean, and ******* told me to fill out a claim through Asurion which was denied. I have been transferred back and forth between ******* and asurion and neither is willing to approve my claim or help me. my issue is not resolved. Asurion also fraudulently signed me up for some type of ****** protection plan that I did not consent to. I received an email that I had signed up for some ****** protection plan? I have no idea how they got my ****** account but they had charged my 50$ to my ****** account for an asurion protection plan. I never consented to this, and I don't know how they were able to access this, but this is absolutely fraudulent behavior. I was able to cancel it through ******." The desired resolution listed in your case states the following: "Refund; Billing adjustment." Response: ******* Mobile Protect ("VMP") is an optional device protection program that is available to ******* Wireless customers and provides coverage for eligible devices that are lost, stolen, damaged or experience post-warranty malfunctions. Asurion Insurance Services, Inc. ("Asurion") is the program administrator for the Wireless Phone Protection program ("WPP"), which is a component of the VMP program. Under the terms of the WPP program, if a customer's wireless device is lost, stolen or damaged, the customer may file a claim by calling Asurion's toll-free telephone number or online at www.phoneclaim.com/*******. Our records reflect that on June 9, 2020, Michael *****, primary account holder, enrolled the wireless number ending in **** in the VMP program. On August 28, 2021, VMP was canceled, and the wireless number ending in **** is no longer enrolled in the VMP program. In reviewing your claim history, it was confirmed that on August 19, 2021, you initiated a claim for a lost ***** iPhone SE 2020 (128GB) ("Claimed Device") for the wireless number ending in ****. However, the claim was subsequently denied due to unusual claim activity during the claim process. Following receipt of the matter filed the BBB, Asurion completed a subsequent review of your claim and determined it was mistakenly denied. On September 16, 2021, Asurion contacted you to assist with processing a new claim but you declined and stated you no longer required the claim. Asurion apologizes for any inconvenience you may have experienced and has taken the necessary steps to ensure a better claim experience for our customers going forward. In addition to being an administrator for wireless insurance programs that provide coverage to enrolled subscribers if their phone is lost, stolen or damaged, Asurion is also an administrator of several extended service plans, buyer protection services, and product support programs. It appears someone who obtained your credit card number or banking information, provided it as a form of payment to enroll in another protection plan. While Asurion has security parameters to help ensure that an authorized form of payment is provided, the person who has obtained your credit card or banking information was able to provide us with the necessary information to authorize the transaction. Contacting your financial institution directly and informing them that you did not authorize the charge(s) on your account expedites the refund process. Our finance department will then work with your financial institution to resolve this matter. We appreciate that you contacted us and reported the unauthorized transaction made on your account, and having your transaction information will allow us to review it and improve the quality and reliability of our services. Please be assured that we are always striving to provide a secure business environment by improving our security steps to protect customers' personal and financial information. Again, we regret any inconvenience this may have caused you. Regards, Joy C********** Senior Writer, Asurion [email protected] P ************ F ************ www.asurion.com

• Initial Complaint

  08/20/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company is a fruad, they promise solutions base on lies and excuses, plus every time you call and talk to someone is a different excuse, i file a claim to replace a phone i had and they never replaced it, then they offered me a different solution with it was a check so i can go to ******* store and buy one from ******* store, but they never send me a check, last call i made they told me that they are not going to send a check until i purchase the phone with my own money and then they will refund me the money

  

  Business response

  10/01/2021

  Business Response /* (1000, 5, 2021/09/21) */ September 21, 2021 Cesar R******** ************************************* Re: Case # ******** Dear Mr. R********, 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 August 20, 2021, states: "This company is a fraud, they promise solutions based on lies and excuses, plus every time you call and talk to someone is a different excuse, I file a claim to replace a phone I had and they never replaced it, then they offered me a different solution with it was a check so I can go to ******* store and buy one from ******* store, but they never send me a check, last call I made they told me that they are not going to send a check until I purchase the phone with my own money and then they will refund me the money." The desired resolution listed in your case states the following: "I want them to be responsible for what they promise to me and also a compensation for my time cause I have to waste at least and hour every time I call." Response: Total Equipment Coverage ("TEC") is an optional device protection program that is available to ******* Wireless customers and provides coverage for eligible devices that are lost, stolen, damaged or experience post-warranty malfunctions. Asurion Insurance Services, Inc. ("Asurion") is the program administrator for the Wireless Phone Protection program ("WPP"), which is a component of the TEC program. 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. Asurion acknowledges that there was a delay in your claim process due to your device model being on backorder. We assure you that we understand how important it is for subscribers to stay connected with others, and we fulfill claims for replacement devices in the order the claims are filed as quickly as we receive inventory. Ordinarily, when a claimed device is not available, we offer comparable replacement devices to fulfill the claim. Due to the features and functionalities of the ******* Galaxy Note 20 Ultra 5G 128GB, there were no comparable replacement devices to offer for this device at that time. Though we strive to ship all replacement devices for next day delivery, there are times when we are unable to, as this was the case with your claim. To resolve your concerns, on September 16, 2021, a ******* Galaxy Note 20 Ultra 5G 128GB replacement device became available to ship. Later that same day, a ******* Galaxy Note 20 Ultra 5G 128GB replacement device was shipped and the required $249 replacement deductible was charged to your debit/credit card. On September 17, 2021, the ******* Galaxy Note 20 Ultra 5G 128GB replacement device was delivered to the address you provided. Based on the delivery of the replacement device, we consider this matter resolved. Regarding your request for compensation, the terms and conditions of the program state, "Delay, Loss of Use, Indirect or consequential loss or damage, including loss of use, interruption of business, loss of service, loss of market, loss of time, loss of profits, inconvenience or delay in repairing or replacing lost or damaged Covered Property", are exclusions under the TEC program. Therefore, Asurion will not honor your request to provide any type of compensation. Regards, Jazz J**** Senior Writer, Regulatory Complaints Phone ************ Fax ************ Email Jazz.J****@asurion.com

• Initial Complaint

  08/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 08/13/2021 me and my boyfriend went in to add lines for a business we were starting up we have had atnt for 7+ years things went smoothly on 08/14/2021 we had the car picked up along with all our atnt products ready for our trip to a convention while we were inside our friends home our car got the window smashed in and property was stolen along with our atnt bags we reported to asurion insurance that we have been paying since 2014 that we would be making phone claims due to the events that happen police report was done car insurance report was done everything was fine pics were taken there was a investigation asurion decided not to honor there insurance policy and do not want to replace any of the stolen atnt products that we have been paying insurance to for 7 years we went higher on the chain and a super visor told us they would not handle our claim so now we are going to seek legal counsel and sue due to there misconduct and fraud

  

  Business response

  09/21/2021

  Business Response /* (1000, 10, 2021/09/15) */ September 15, 2021 ****** **** ********************************** Re: Case # ******** Dear Ms. ****, In regard to the above-referenced case that you filed with the Better Business Bureau ("BBB"), we submit the below in response. In the m***er that you filed with the BBB on August 19, 2021, you state the following: "On 08/13/2021 me and my boyfriend went in to add lines for a business we were starting up we have had atnt for 7+ years things went smoothly on 08/14/2021 we had the car picked up along with all our atnt products ready for our trip to a convention while we were inside our friends home our car got the window smashed in and property was stolen along with our atnt bags we reported to asurion insurance that we have been paying since 2014 that we would be making phone claims due to the events that happen police report was done car insurance report was done everything was fine pics were taken there was a investigation asurion decided not to honor there insurance policy and do not want to replace any of the stolen atnt products that we have been paying insurance to for 7 years we went higher on the chain and a super visor told us they would not handle our claim so now we are going to seek legal counsel and sue due to there misconduct and fraud." The following is the desired resolution listed in your complaint: "Contact by the business; Finish the job." Response: Asurion Protection Services, LLC ("Asurion") is the licensed insurance agent and claims administrator for the **** Protect Advantage for Business for 1 ("PA4") program, which is an optional device protection program available to **** customers that provides coverage for one eligible wireless device in the event that it is lost, stolen, damaged, or experiences a post-warranty malfunction. Customers can file a claim by calling Asurion's toll-free number at **************, or by going online at www.phoneclaim.com/***. Following enrollment in any device protection program through Asurion, customers are sent a Welcome Letter which provides access to the Terms and Conditions and the Coverage Certificate. The Coverage Certificate fully outlines the terms and conditions of the insurance coverage. Subscribers are also able to review the Coverage Certificate online at www.phoneclaim.com/*** prior to their request for enrollment and at any other time at their convenience. The Coverage Certificate specific to your concerns are set forth below: VIII. Additional Conditions F. Concealment, Misrepresentation or Fraud Your coverage will be cancelled and any claim may be denied in the event of fraud, intentional concealment or misrepresentation of a material fact, at any time, concerning: 1. This coverage; 2. The Covered Property; 3. Your interest in the Covered Property; or 4. A claim under this Certificate. In reviewing you claim history, you filed multiple claims, across multiple **** accounts and wireless numbers starting on August 16, 2021, for various stolen Apple iPhone 12 Pro Max (128GB) devices. A subsequent review of your claims and **** account history determined that the claims were denied in accordance with the Additional Conditions, section F (as noted above). Please note that the more specific details cannot be provided to as this would compromise the integrity of our insurance program's systems and controls. We are happy to review any additional information you have to support your claim, but at this time we are unable to approve your claim based on the information available to us. Please feel free to contact me if you have any further questions or concerns. I am available by email Monday through Friday between the hours of 9:00am to 4:00pm CST. Regards, Joy C********* Compliance Coordinator Asurion JC*********@asurion.com P ************ F ************ www.asurion.com

• Initial Complaint

  08/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Filed an insurance claim with Asurion (******* Wireless Insurance Provider) in June 2021 after I damaged my Iphone. Asurion sent wrong replacement device, which I promptly returned with their pre-paid envelope. They received this device in less than a week. Asurion then sent correct replacement device and I again promptly returned my damaged device using the pre-paid envelope that Asurion provided me. This phone was received by Mystic CT Post Office (as seen when researching tracking number), however is still listed as "in transit" and never received by Asurion. I was charged $75 on approx July 22, 2021 by Asurion who informed me phone was never received. Filed a claim with **** who concluded the problem is on Asurion's end. Spoke with countless incompetent Asurion representatives and supervisors who state that they will or have issued a refund for the $75 because there is documentation that I returned the device, but I still have not received the refund in almost a month. Please help

  

  Business response

  09/16/2021

  Business Response /* (1000, 5, 2021/09/14) */ September 14, 2021 *********** ******* ******************************** Re: Case # ******** Dear Mr. *******, In regards to the above-referenced case that you filed with the Better Business Bureau ("BBB"), we submit the below in response. The case you filed with the BBB on August 18, 2021, states: "Filed an insurance claim with Asurion (******* Wireless Insurance Provider) in June 2021 after I damaged my Iphone. Asurion sent wrong replacement device, which I promptly returned with their pre- paid envelope. They received this device in less than a week. Asurion then sent correct replacement device and I again promptly returned my damaged device using the pre-paid envelope that Asurion provided me. This phone was received by Mystic CT Post Office (as seen when researching tracking number), however is still listed as "in transit" and never received by Asurion. I was charged $75 on approx July 22, 2021 by Asurion who informed me phone was never received. Filed a claim with USPS who concluded the problem is on Asurion's end. Spoke with countless incompetent Asurion representatives and supervisors who state that they will or have issued a refund for the $75 because there is documentation that I returned the device, but I still have not received the refund in almost a month. Please help." The desired resolution listed in your case states the following: "Refund." Response: ******* Mobile Protect ("VMP") is an optional device protection program that is available to ******* Wireless customers and provides coverage for eligible devices that are lost, stolen, damaged or experience post-warranty malfunctions. Asurion Insurance Services, Inc. ("Asurion") is the program administrator for the Wireless Phone Protection program ("WPP"), which is a component of the VMP program. Under the terms of the WPP program, if a customer's wireless device is lost, stolen or damaged, the customer may file a claim by calling Asurion's toll-free telephone number or online at www.phoneclaim.com/*******. Our records reflect that on September 6, 2019, you enrolled your wireless number ending in **** in the VMP program, and it remains enrolled. We have investigated your concerns. Based on the results of our investigation, we have determined that you are entitled to a refund of the $75 non-return fee, as discussed in more detail below. Your claim history reflects that on June 19, 2021, you completed a claim for a damaged ***** iPhone 6S (64GB). During the claim process, you accepted the terms of the claim and paid the $99 deductible by debit/credit card. On June 21, 2021, an ***** iPhone 6S (64GB) ("Replacement Device 1") was delivered. On June 22, 2021, you contacted Asurion to report that you received the incorrect replacement device. You stated that the claimed device should have been an ***** iPhone 8 (64GB) ("Claimed Device"), not an ***** iPhone 6S (64GB). After confirming the device model that was active on your account at the time of loss, Asurion completed a warranty reshipment. On June 23, 2021, an ***** iPhone 8 (64GB) ("Replacement Device 2") was delivered. On June 28, 2021, Replacement Device 1 was received by the fulfillment center. Having not received the Damaged Claimed device, your debit/credit card account was assessed a $75 Non-Return Fee in accordance with the VMP terms and conditions on July 24, 2021. Following receipt of the matter filed with the BBB, it was confirmed that on September 1, 2021, Asurion issued a credit for the $75 non-return fee charge due to the tracking discrepancy. Asurion apologizes for any inconvenience you experienced due to the delay in receiving your refund. We make a commitment to our customers to make the insurance claim process is easy and convenient, and we truly regret that this was not so when you contacted us. In conclusion, our records indicate that with the refunds above your desired resolution has been met. If I can be of further assistance regarding this matter, please do not hesitate to contact me directly. I am available by email Monday through Friday between the hours of 9:00am to 4:00pm CST. Regards, Joy C*********, Senior Writer Asurion JC*********@asurion.com P ************ F ************ www.asurion.com Consumer Response /* (2000, 7, 2021/09/16) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  08/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I filed a claim for my phone with ******* to repair my broken screen. they sent me to this place which was supposed to have my screen to fix it. I went to store. Where manager who when I went back second time would not spell her name said. They would order the screen and to come back tomorrow at 10am. I ask for a way to check it had arrived. She gave me a card but when I called it the next day at 10 am it went to a call center for ubreakifix not the store. Tony answer Ubreakifix call center call. Said he would call store to see if part was in. He called store and said a person named Ruth answered at store and screen was in stock. I drove back the 30 miles each way with 10 dollars in tolls. I arrived at UbreakIfix location at 1201 spring creek, plano tx 75074. Manager Suneeta she would not spell it informed me they didnt have part and was very rude about it. She then brought a laptop from back and showed me where no screens where available. i ask why didnt u check yesterday. She had no

  

  Business response

  10/01/2021

  Business Response /* (1000, 10, 2021/09/22) */ September 22, 2021 ***** ****** ********************************** Re: Case # ******** Dear Mr. ******, 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 August 18, 2021, states: "I filed a claim for my phone with ******* to repair my broken screen. they sent me to this place which was supposed to have my screen to fix it. I went to store. Where manager who when I went back second time would not spell her name said. They would order the screen and to come back tomorrow at 10am. I ask for a way to check it had arrived. She gave me a card but when I called it the next day at 10 am it went to a call center for uBreakiFix not the store. Tony answer UBreakiFix call center call. Said he would call store to see if part was in. He called store and said a person named Ruth answered at store and screen was in stock. I drove back the 30 miles each way with 10 dollars in tolls. I arrived at UBreakiFix location at 1201 spring creek, Plano TX 75074. Manager Suneeta she would not spell it informed me they didn't have part and was very rude about it. She then brought a laptop from back and showed me where no screens where available. I ask why didn't u check yesterday. She had no." The desired resolution listed in your case states the following: "Replacement" Response: Asurion Insurance Services, Inc. ("AIS") is the program administrator for the Wireless Phone Protection ("WPP") program which provides insurance coverage to customers of ******* Wireless in the event their device is lost, stolen or damaged. WPP is a component of the ******* Mobile Protect ("VMP") device protection program that, along with insurance coverage, includes extended warranty coverage and technical support. Customers enrolled in VMP can file a claim by calling Asurion's toll free number or going online at www.phoneclaim.com. 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. Asurion acknowledges that there was a delay in the processing of your claim and sincerely apologizes for the inconvenience you may have experienced because of this matter. To resolve this matter, on August 18, 2021, you completed a claim for the claimed device for the wireless number ending in ****. You accepted the terms of the claim and paid the $189 replacement deductible by debit/credit card. On August 19, 2021, a ******* Galaxy S20 FE 5GG replacement device was delivered and subsequently activated to the wireless number ending in **** on August 21, 2021. After a review of this matter, Asurion determined that the claim should have only been charged the $29 repair deductible. Therefore, on September 22, 2021, Asurion submitted a request to refund you the incremental deductible (the difference between the $189 replacement deductible and $29 repair deductible) and we ask that you allow 7-10 business days to receive the refund. We make a commitment to our customers to make the claims process easy and convenient, and we truly regret that this was not your experience. Based on the above, we consider this matter addressed and resolved. Regards, Jazz J**** Senior Writer, Regulatory Complaints Phone ************ Fax ************ Email Jazz.J****@asurion.com Consumer Response /* (2000, 12, 2021/09/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) that sounds fair. I would still like to see some customer service training of the manager in the store to help her deal with complaints without retreating to the back to never return.

• Initial Complaint

  08/17/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We pay ****** for insurance on our phones. We have been attempting to file a claim for over a week for a lost phone. We have been kept on the phone for hours and given the run around day after day. We still do not have a resolution.

  

  Business response

  09/23/2021

  Business Response /* (1000, 5, 2021/09/15) */ September 15, 2021 ******* ****** ************************************** Re: Case # ******** Dear Ms. ******, 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 August 17, 2021, states: "We pay Sprint for insurance on our ph****. We have been attempting to file a claim for over a week for a lost phone. We have been kept on the phone for hours and given the run around day after day. We still do not have a resolution." The desired resolution listed in your case states the following: "Finish the job: Finish the job..." Response: The Sprint Complete program is a device protection program, available to customers of Sprint, that includes the Equipment Replacement Program ("ERP") insurance coverage, Equipment Service and Repair Program ("ESRP") service contract coverage, and Tech Expert technical support services on wireless mobile devices. The ERP insurance program is underwritten by ****************************, a CNA underwriting company, and administrated by Asurion Protection Services, LLC ("Asurion"). ERP covers loss, theft, and certain physical damage, excluding Accidental Damage from Handling ("ADH"). ESRP covers mechanical and electrical breakdown due to defects in materials or workmanship as a result of normal wear and tear and ADH, including screen repairs. The ESRP Service Contract Obligor and Administrator is Asurion Warranty Protection Services, LLC. 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. We sincerely apologize for your frustration. We make a commitment to our customers to make the claims process easy and convenient, and we truly regret that this was not your experience. Our records show that on August 17, 2021, you completed a claim for the lost ***** iPhone 12 Pro 128GB for the wireless number ending in ****. You accepted the terms of the claim, agreed to the replacement device, and paid the $275 required replacement deductible by debit/credit. On August 20, 2021, the ***** iPhone 12 Pro 128GB replacement device was delivered and activated to the wireless number ending in ****. Based on the delivery of the replacement device, we consider this matter now resolved. Regards, Jazz J**** Senior Writer, Regulatory Complaints Phone ************ Fax ************ Email Jazz.J****@asurion.com

*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. ↩