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Business Profile

Insurance Companies

Assurance

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 115 total complaints in the last 3 years.
  • 10 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/26/2025

    Type:Service or Repair Issues
    Status:
    Unpursuable
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Thoroughly dishonest, incompetent service.

  • Initial Complaint

    Date:02/22/2025

    Type:Service or Repair Issues
    Status:
    Unpursuable
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Assurance Wireless will not release my own text messages from when I had service with them, which I need for a court proceeding, and it’s crucial that I have those messages. I literally spent 45 minutes on the phone with an agent two days ago on the 20th who told me that he sent them to my current carrier and they were probably going to send them to me through the mail. I spoke with my current carrier and they have nothing from Assurance Wireless. And when I called Assurance again with the reference number that agent gave me, it was related to a port in number request, nothing to do with the messages!! In addition to 45 minutes of my time being wasted that I’ll never get back, I just wasted another 35 minutes on the phone, which included 20 minutes of an agent actually telling me I’ll be able to retrieve the messages through my email, and ultimately gave me a number for Google, “to assist me”!!! These people are playing games with me and I DO NOT like it one bit. Closed account or not, they have access to the account and therefore records of the text messages I need, and I want them NOW!!!

  • Initial Complaint

    Date:10/15/2024

    Type:Service or Repair Issues
    Status:
    Unpursuable
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    They promised a free phone and assuredly receive tax funding for it then when mine was stolen they refused to replace it or send me a sim card for a phone if I bought one.

  • Initial Complaint

    Date:10/09/2024

    Type:Service or Repair Issues
    Status:
    Unpursuable
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The first phone the business sent me stopped working and said ‘No sim card’ on the screen. I was not able to make or receive calls/text messages. The business confirmed there was nothing wrong with the SIM card, and that the phone is defective. They then promised I would get a “bigger and better phone”. Well they lied. Because the second phone was smaller and worse. They said they weren’t able to control what kind of phone I get. I said so then why did the agent tell me I was getting a bigger and better phone?? They had no answer for that… A couple weeks later I reported not being alerted of calls or text messages as they come in. I had called in and reported this TWICE. Both times I was told me they could not send me another phone. Today was the last straw. I was stranded for 2 hours because I missed calls about my transportation, when I had the phone right in my hand and it did not ring, once. Not only did it not ring, but the incoming calls did not even show up on the screen. Enough is enough. So I just called about this, for the third time, and explained what happened due to the horrible phone they sent me that they refuse to replace, and also reminded them that the whole reason they had to send me another phone in the first place was due to another defect in the original phone they sent me. Defects in the phone are their problem, not mine. Apparently after the second phone you cannot receive another phone for free, but both phones they sent were defective. Only phones damaged or lost on my dime should be counted. To tell them I was stranded all morning due to their negligence and they still refuse to send me another phone, is outrageous and unacceptable. I’ve also missed other important calls and I’ve almost lost money due to this. I’m not waiting until I actually lose money or get stranded one more time. If Assurance Wireless does not send me another phone, at no cost to me, I am filing a complaint with Consumer Protection and the FCC…

  • Initial Complaint

    Date:08/26/2024

    Type:Order Issues
    Status:
    Unpursuable
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This company is not out of business. They are a subsidiary of **********. This company started another company called ******** ****** based at the same address is Seattle, WA. They made a website called ******** ******.com where people could sign up for needing insurance and those companies would take that into and forward it to sales reps to get in contact with the person that signed up. In Jan 2023 someone unknown to me signed me up twice. Once using the name Roxanne, and the second time using the name Englebert. This made it very easy for me to trace where the calls, texts, and emails came from. Some 20 months later, after countless fillings with ************* and the FTC I continue to get calls and texts for Roxanne and Englebert. The most disturbing of all of these is that somewhere through selling my info, I am now getting scam attempts. Most recently I got a call and a text message to Roxanne from a collection agency saying that I owed them money and they were going to come after me etc etc. 20 months later and I still get calls and texts trying to sell me insurance. Who knows if this will ever end or if a scammer they sold my info to catches me off guard one day and takes my bank account. ********** ought to be liable along with these two considering they own both. But that day will ever come. Meanwhile myself and hundreds of thousands of people have to deal with the aftermath of what these people have done. Believe you me, I’ll even bet some of those people who had their data sold by Assurance fell for the scam and were greatly affected. Somebody needs to be held accountable. And I wish someone would trace how they sold the data and make the madness that has gone on for 20 months STOP!!!

  • Initial Complaint

    Date:08/05/2024

    Type:Order Issues
    Status:
    Unpursuable
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Release my SSN on letterhead

  • Initial Complaint

    Date:06/22/2024

    Type:Service or Repair Issues
    Status:
    Unpursuable
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My Mother who is out of state has this phone service. She fell and broke her leg in 3 places resulting in emergency surgery. When she was finally able to crawl to her phone it had no service. I've been waiting on hold talking to ***** and **** waiting on a supervisor. This is a government issued device that has no service when my disabled mother could finally reach her device. She couldn't make a call... Couldn't do anything with her phone. When I called requesting further information about this, ***** couldn't help me, her SUPERVISOR **** whom which it was his birthday couldn't help. I can't help but believe this is a scam

  • Initial Complaint

    Date:06/11/2024

    Type:Product Issues
    Status:
    Unpursuable
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This a scam company. They took advantage of my mother in law who has dementia, and are refusing to cancel her policy that she does not need. I do not want compensation. I just want everyone to know they are a scam and are pieces of shit.

  • Initial Complaint

    Date:05/18/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    About a week ago I applied for acp through assurance, because previously I was paying $25 a month for service with 30 GB of data through boost. Assurance advertises 25 GB of data plus 25 GB of mobile hotspot data with the *** benefit which I figured is a tremendous deal. Then once I sign up for this and get activated and no longer have boost Mobile they tell me that I only get four and a half gigabytes of data. Even though their website still says 25 GB. No I understand the *** program is winding down but the fact that they're advertising this and still allowing people to apply for service and allow the government to front the bill I consider that fraud to me and to the government. When I call customer service and explain it to them they argued with me just kept repeating that the services winding down and after I even told them the website address that they could find this on they hung up on me.

    Business Response

    Date: 05/22/2024

    Good afternoon, 

    Upon review of the attachment the client provided this is related to another company, Assurance Wireless, and not Assurance IQ. 

    Thank you, 

    ****************************;

  • Initial Complaint

    Date:03/21/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Provided inaccurate premium quotes over a period of months. I spoke to approx 5 different 1099 and W2 employees who rude, dismissive and incompetent. I would like to speak to a supervisor. Multiple requests to speak to a supervisor were not successful. Frustrating and time consuming.

    Business Response

    Date: 03/29/2024

    Good afternoon,

     

    Thank you for forwarding over ******************** concerns.  She will be contacted by a senior representative from Assurance IQ to discuss the matter.  

     

    Thank you,

     

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