ComplaintsforAsurion

• Initial Complaint

  12/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ******* has switched all their insurance services and tech support to a third party called Asurion. I have had several refurbished phones sent replacing phone prior. My latest refurbished phone was glitching so badly it rendered the phone unusable for periods of time. I brought this to *******'s attention 3 months ago and they sent me again to an Asurion affiliate The first issue began when I went to the Birmingham ************* Assurion Partner store and was told ******* had to make a phone claim with Asurion before they could help me. Thus no one helped me. I brought this info back to ******* who again told me to reach out to Asurion. Thus, I filed another Asurion online claim. The claim request I had required me to contact customer service. I had many difficulties understanding the policy that rendered me a repeat customer in need of phone replacement and asked to speak to a higher manager to better understand the policy. I was not permitted to do so at first and was told secondhand that the phone I thought would be the next phone upgrade since my phone was out of date was not available in my matrix. They agreed to send a replacement but didn't solve my problem. After that I called back and spoke to another lady who then said I didn't have my name on the same account. I complained again asking to speak to a manager. Finally I spoke to ***** who informed me that they would honor the Purchase for Reimbursement option in my case since replacement/refurbished phones have caused more problems. She informed me that I needed to refuse the replacement phone and send back my problem phone and they would send me a check for $800+ dollars in exchange for sending them the receipt and old phone. I refused the phone replacement and bought the new phone and sent Asurion the receipt and awited my phone return envelope. Now they sent me check for less than the quoted amount made out to my late father and no longer accept my PIN to allow me access to an agent to help

  

  Business response

  01/24/2022

  Business Response /* (1000, 5, 2022/01/12) */ January 12, 2022 ***** ***** ******************************************* Complaint ID # ******** Dear Ms. *****, In reference to your complaint with the Better Business Bureau, I would like to offer my apology that your experience with Asurion did not meet your expectations. Your complaint states: "******* has switched all their insu***ce services and tech support to a third party called Asurion. I have had several refurbished phones sent replacing phone prior. My latest refurbished phone was glitching so badly it rendered the phone unusable for periods of time. I brought this to *******'s attention 3 months ago and they sent me again to an Asurion affiliateThe first issue began when I went to the Birmingham ************* Assurion Partner store and was told ******* had to make a phone claim with Asurion before they could help me. Thus no one helped me. I brought this info back to ******* who again told me to reach out to Asurion. Thus, I filed another Asurion online claim. The claim request I had required me to contact customer service. I had many difficulties understanding the policy that rendered me a repeat customer in need of phone replacement and asked to speak to a higher manager to better understand the policy. I was not permitted to do so at first and was told secondhand that the phone I thought would be the next phone upgrade since my phone was out of date was not available in my matrix. They agreed to send a replacement but didn't solve my problem. After that I called back and spoke to another lady who then said I didn't have my name on the same account. I complained again asking to speak to a manager. Finally I spoke to ***** who informed me that they would honor the Purchase for Reimbursement option in my case since replacement/refurbished phones have caused more problems. She informed me that I needed to refuse the replacement phone and send back my problem phone and they would send me a check for $800+ dollars in exchange for sending them the receipt and old phone. I refused the phone replacement and bought the new phone and sent Asurion the receipt and awited my phone return envelope. Now they sent me check for less than the quoted amount made out to my late father and no longer accept my PIN to allow me access to an agent to help." We regret the inconvenience and frustration this may have caused. Upon receiving your letter, we attempted to research your concerns with the information you provided; however, we were unable to locate any claims related to the issue you discussed. We will need to obtain additional information from you to research your concerns. We respectfully ask that you respond with the claim number, mobile device number, and email address associated with the claim and/or account related to your concerns for further assistance. Regards, *********** Staff Counsel ***********@asurion.com Consumer Response /* (3000, 7, 2022/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is inaccurate. I've already been told by Asurion that my account info was found and this was closing out this file? Please advise! Business Response /* (4000, 9, 2022/01/19) */ January 19, 2022 ***** ***** ******************************************* Complaint ID # ******** Dear Ms. *****, In connection with the above-referenced complaint filed with the Better Business Bureau ("BBB"), we submit the below in response. Your complaint states: "******* has switched all their insu***ce services and tech support to a third party called Asurion. I have had several refurbished phones sent replacing phone prior. My latest refurbished phone was glitching so badly it rendered the phone unusable for periods of time. I brought this to *******'s attention 3 months ago and they sent me again to an Asurion affiliateThe first issue began when I went to the Birmingham ************* Assurion Partner store and was told ******* had to make a phone claim with Asurion before they could help me. Thus no one helped me. I brought this info back to ******* who again told me to reach out to Asurion. Thus, I filed another Asurion online claim. The claim request I had required me to contact customer service. I had many difficulties understanding the policy that rendered me a repeat customer in need of phone replacement and asked to speak to a higher manager to better understand the policy. I was not permitted to do so at first and was told secondhand that the phone I thought would be the next phone upgrade since my phone was out of date was not available in my matrix. They agreed to send a replacement but didn't solve my problem. After that I called back and spoke to another lady who then said I didn't have my name on the same account. I complained again asking to speak to a manager. Finally I spoke to ***** who informed me that they would honor the Purchase for Reimbursement option in my case since replacement/refurbished phones have caused more problems. She informed me that I needed to refuse the replacement phone and send back my problem phone and they would send me a check for $800+ dollars in exchange for sending them the receipt and old phone. I refused the phone replacement and bought the new phone and sent Asurion the receipt and awited my phone return envelope. Now they sent me check for less than the quoted amount made out to my late father and no longer accept my PIN to allow me access to an agent to help." Your rebuttal response states: "This is inaccurate. I've already been told by Asurion that my account info was found and this was closing out this file? Please advise!" Upon receiving the additional information you provided, Asurion located your account and conducted a full review of the relevant account and claim history. Asurion processed a reimbursement check in the amount of $804.99, and the check delivered on January 7, 2022. Our records indicate that you have cashed the check. Receipt of reimbursement fulfills Asurion's obligation under your plan, and we will consider this matter closed. We sincerely apologize for the confusion and frustration this may have caused. Regards, *********** Staff Counsel ***********@asurion.com Consumer Response /* (2000, 11, 2022/01/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes because they paid the reimbursement as promised and finally located my account to reflect that.

• Initial Complaint

  12/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date was approximately Dec 9, 2021. I paid $29.00, approximate cost I had a cracked screen on my phone (******* ****** Note 10 plus) Per the contract a cracked screen repair was approximately $29.00 I received an Email on 10/13/2021 Stating: Please give us a call about your claim. Hi *******, We weren't able to repair your device. In order to continue with your claim, we need to speak to you. Call us at ************ Please give us a call about your claim. Hi *******, We weren't able to repair your device. In order to continue with your claim, we need to speak to you. Call us at ************ I have a few issues with this. First of all, I called the number several times and had my wife try it several times just to confirm. The phone number was "not in service..." That in itself is just wrong! Waste of mine and my wife's time plus the aggravation involved in trying to get through to a number that doesn't exist. Second, the ONLY thing wrong with my phone was a cracked screen. How in the world can they claim that the device could not be repaired? A simple screen replacement? The phone worked perfectly before I sent it off. I used a secondary device to get me by. Thank goodness I had one to work with. After doing hours of research, I found that some claims were denied because "the frame was bent". Well, I put mine on a straight edge (several straight edges) and there is no bend in the frame whatsoever. I double checked everything on the phone and the ONLY thing wrong is a cracked screen! Needless to say, my phone was returned to me without repair along with a note that stated "we cannot repair this device" I have not powered up my device at this point. If it does not work perfectly in every way, I will most definitely have an issue with that. Right now, my issues have been explained. I have been a customer of both ******* and Asurion for many years. I honestly expect much more respect and service from a company I have dealt with for as long.

  

  Business response

  01/20/2022

  Business Response /* (1000, 8, 2022/01/13) */ January 13, 2022 ******* ******** ******************************** 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 December 16, 2021, states: "Date was approximately Dec 9, 2021. I paid $29.00, approximate cost I had a cracked screen on my phone (******* ****** Note 10 plus) Per the contract a cracked screen repair was approximately $29.00 I received an Email on 10/13/2021 Stating: Please give us a call about your claim. Hi *******, We weren't able to repair your device. In order to continue with your claim, we need to speak to you. Call us at ************ Please give us a call about your claim. Hi *******, We weren't able to repair your device. In order to continue with your claim, we need to speak to you. Call us at ************ I have a few issues with this. First of all, I called the number several times and had my wife try it several times just to confirm. The phone number was "not in service..." That in itself is just wrong! Waste of mine and my wife's time plus the aggravation involved in trying to get through to a number that doesn't exist. Second, the ONLY thing wrong with my phone was a cracked screen. How in the world can they claim that the device could not be repaired? A simple screen replacement? The phone worked perfectly before I sent it off. I used a secondary device to get me by. Thank goodness I had one to work with. After doing hours of research, I found that some claims were denied because "the frame was bent". Well, I put mine on a straight edge (several straight edges) and there is no bend in the frame whatsoever. I double checked everything on the phone and the ONLY thing wrong is a cracked screen! Needless to say, my phone was returned to me without repair along with a note that stated "we cannot repair this device" I have not powered up my device at this point. If it does not work perfectly in every way, I will most definitely have an issue with that. Right now, my issues have been explained. I have been a customer of both ******* and Asurion for many years. I honestly expect much more respect and service from a company I have dealt with for as long." The desired resolution listed in your case states the following: "Repair" 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-war***ty malfunctions. Asurion Insu***ce Services, Inc. ("Asurion") is the program administrator for the Wireless Phone Protection program ("WPP"), which is a component of the TEC program. Our records reflect that on June 16, 2015, you enrolled your wireless number ending in **** in the TEC program, and it remains enrolled. Program Change Notices, including updated copies of the Wireless Communications Equipment Coverage Insu***ce Policy were sent to you on May 10, 2019 and, most recently, on June 4, 2021. Program brochures detailing the Terms and Conditions of the insu***ce program policy are available at ******* retail locations or online at www.phoneclaim.com/verizon or www.verizon.com at the time a customer decides to enroll in the insu***ce 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. On November 29, 2021, you filed a claim online for a ******* ****** Note 10 Plus (512GB) ("Claimed Device") due to damage. You selected the option to mail in the Claimed Device to the service center for repair, accepted the terms of the repair, and paid the $29 cracked screen repair deductible. On December 13, 2021, the service center received the Claimed Device from you. Unfortunately, the service center determined that the Claimed Device was damaged beyond the scope of a cracked screen. The service center then returned the Claimed Device to you. Thereafter, on January 3, 2022, Asurion contacted you to offer to ship a replacement device without requiring you to pay any additional deductible; you would then need to ship the Claimed Device back to Asurion within 10 days of receipt of the replacement device to avoid the non-return fee of up to $300. You accepted the replacement offer and understood the requirement to return the Claimed Device to Asurion. Once you select the replacement device, it will be shipped to the billing address associated with your account. We sincerely apologize for your frustration and hope you are satisfied with the final resolution. Regards, *********** Staff Counsel ***********@asurion.com

• Initial Complaint

  12/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  At the time of the transaction I was a customer of Asurion, paying monthly fees to the insurance company. I began a claim for my computer that had water damage in August, 2021. As directed by Asurion, I placed my computer in a box and mailed it using the ****** ****** address label provided by Asurion. They apparently received my computer on September 20, 2021. Before receiving the computer, but after filing my claim, I cancelled my policy due to lack of service. I had spent over 15 hours on the phone with representatives who provided me with no information. I am unable to now contact Asurion since I don't have an active policy. I expect that my computer will be fixed or replaced as the policy indicated.

  

  Business response

  01/24/2022

  Business Response /* (1000, 13, 2022/01/14) */ January 14, 2022 ***** ***** *********************************** Re: Case # ******** Dear ***** *****, 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 December 16, 2021, you state the following: "At the time of the t***saction I was a customer of Asurion, paying monthly fees to the insu***ce company. I began a claim for my computer that had water damage in August, 2021. As directed by Asurion, I placed my computer in a box and mailed it using the Pitney Bowles address label provided by Asurion. They apparently received my computer on September 20, 2021. Before receiving the computer, but after filing my claim, I cancelled my policy due to lack of service. I had spent over 15 hours on the phone with representatives who provided me with no information. I am unable to now contact Asurion since I don't have an active policy. I expect that my computer will be fixed or replaced as the policy indicated." The following is the desired resolution listed in your complaint: "Finish the job." Response: Asurion Protection Services, LLC ("Asurion") is the licensed insu***ce agent and claims administrator for the **** Protect Advantage for 4 ("PA4") program, which is an optional device protection program available to ****'s postpaid customers. PA4 provides coverage for up to four (4) eligible devices, including certain non-connected devices such as a Wi-Fi tablet or laptop, in the event they are lost, stolen, damaged or experience a post-war***ty malfunction. Customers can file a claim by calling Asurion's toll-free number at **************, or by going online at www.phoneclaim.com/***. Approved claims are eligible for a replacement or repair, dependent on several factors, including device type, location and parts availability, each of which is determined by Asurion at the time the claim is filed and approved. In reviewing your claim history, we confirmed that on August 30, 2021, you initiated a damage claim for an ***** M****** ("Claimed Device") due to liquid damage. During the claim process, you provided the required claim documentation and accepted the terms of the repair. Asurion then sent you the pre-paid shipping label to mail the Claimed Device to the service center. On September 8, 2021, you mailed in the Claimed Device to the service center through **** instead of ***, which was the carrier for the pre-paid shipping label. Unfortunately, the service center did not receive the Claimed Device. Subsequently, you contacted Asurion to request an update on the claim. Asurion advised you that the service center had not yet received the Claimed Device. Asurion then t***sferred your call to **** Customer Care. Upon receipt of the m***er you filed with the BBB, Asurion has not received any additional claim information from ****. Therefore, you will need to file a lost device claim. An Asurion Resolution Specialist has ***empted to contact you to facilitate filing a new lost claim for the Claimed Device. So that we may resolve your m***er quickly, please contact the Asurion Resolution Specialist at your earliest convenience. We sincerely apologize for any inconvenience caused. 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, *********** *************************@asurion.com

• Initial Complaint

  12/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a *** ultra cell phone through ******* (also have 2 *******, ***** watch and ******* watch) . I cracked my screen on the *** ultra and filed a claim. I was told the part is not available for minimum of 3wks . My only options were to pay the 300 to 400 deductible for a new phone replacement (which I don't need a new phone) or send my phone to asurion for 5 to 7 business days and they will fix it and mail it back. I have paid insurance from day one on all the electronics and they told me at time of sale the insurance includes immediate (few hrs) fix or replacement if it is beyond repair (the replacement was more money). I have spent many days and long hrs on the phone dealing with asurion and with zero help from ******* or asurion. I feel this is fraud (I am willing to go to court) . My screen is cracked and is definitely fixable, it is not my fault they don't have the part available. I paid for insurance for the sole reason,if my phone breaks, I won't go without one. I need a phone as a parent and for work. I told them I was willing to drive 20 xtra miles or so to a place that could fix my phone and they said no one has that part right now the screen is back ordered. So if it's back ordered how can they fix my phone if I mail it in (wich is not an option cuz then I have no phone). And if they could fix it ,why dont they mail that screen to the store to fix my phone? ******* doesn't feel responsible and tell me my issue is with asurion. I feel if asurion can NOT fix my phone because they don't have the parts, I shouldn't have to pay full price deductible for a newer one. I have given them more than enough options to fix this situation. This is 2021 no one goes without a phone this day and age. If I have no phone for my work to contact me , I wouldn't have my job. My screen comes on once in a while and I answer my phone with my headset and sometimes when the screen blacks out I can still swipe and answer the phone even if it's blacked out.

  

  Business response

  01/18/2022

  Business Response /* (1000, 5, 2022/01/10) */ 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 December 12, 20**, states: “I have a**** ultra cell phone through ******* (also have 2 *******, ***** watch and ******* watch) . I cracked my screen on the**** ultra and filed a claim. I was told the part is not available for minimum of 3wks . My only options were to pay the 300 to 400 deductible for a new phone replacement (which I don't need a new phone) or send my phone to asurion for 5 to 7 business days and they will fix it and mail it back. I have paid insurance from day one on all the electronics and they told me at time of sale the insurance includes immediate (few hrs) fix or replacement if it is beyond repair (the replacement was more money). I have spent many days and long hrs on the phone dealing with asurion and with zero help from ******* or asurion. I feel this is fraud (I am willing to go to court) . My screen is cracked and is definitely fixable, it is not my fault they don't have the part available. I paid for insurance for the sole reason,if my phone breaks, I won't go without one. I need a phone as a parent and for work. I told them I was willing to drive 20 xtra miles or so to a place that could fix my phone and they said no one has that part right now the screen is back ordered. So if it's back ordered how can they fix my phone if I mail it in (wich is not an option cuz then I have no phone). And if they could fix it ,why dont they mail that screen to the store to fix my phone? ******* doesn't feel responsible and tell me my issue is with asurion. I feel if asurion can NOT fix my phone because they don't have the parts, I shouldn't have to pay full price deductible for a newer one. I have given them more than enough options to fix this situation. This is 20** no one goes without a phone this day and age. If I have no phone for my work to contact me , I wouldn't have my job. My screen comes on once in a while and I answer my phone with my headset and sometimes when the screen blacks out I can still swipe and answer the phone even if it's blacked out.” The desired resolution listed in your case states the following: “Contact by the business; Exchange; Repair.” Response: ******* Mobile Protect Multi-Device (“Protect MD”) 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 insurance coverage (“WPP”), which is a component of the Protect MD program that, along with insurance coverage, includes extended warranty coverage and technical support. Customers enrolled in Protect MD can file a claim by calling Asurion’s toll free number or going online at www.phoneclaim.com. Approved claims are eligible for a replacement or repair, dependent on several factors, including device type, location, and parts availability, which is determined by AIS at the time the claim is filed and approved. Our records reflect that on May 19, 20**, you enrolled the wireless number ending in **** in the ******* Mobile Protect (“VMP”) program. On June 23, 20**, you opted to cancel VMP, and instead, enrolled your ******* account in the Protect MD program, and it remains enrolled. Following your enrollment in VMP, on May 28, 20**, a Welcome Letter was sent to you, which provided access to the program’s Terms and Conditions, including the Wireless Communications Equipment Coverage Insurance Policy. Following your enrollment in the Protect MD program, on July 6, 20**, another Welcome Letter was sent to you, which also provided access to the program’s Terms and Conditions, including the Wireless Communications Equipment Coverage Insurance Policy. Program brochures detailing the terms and conditions of the insurance program policy are available at ******* retail locations or online at www.phoneclaim.com/******* or www.*******.com at the time a customer decides to enroll in the insurance program. Both the VMP and Protect MD terms and conditions and the brochure state that cracked screen repair is available “for select smartphones, subject to parts availability,” and that “Eligibility for cracked screen repair will be determined at time of claim approval.” The brochure also contains a copy of the insurance terms and conditions, and specifically, a generalized description of the Wireless Communications Equipment Coverage Insurance Policy. (See below references.) 2 Select smartphones that only have a cracked front screen are eligible; damage beyond that is not eligible for cracked screen repair. Damage to smartphone's back glass or other damaged components beyond front glass results in ineligibility. Subject to parts availability, in select locations, which are subject to change at any time. Availability of same-day repair depends on criteria such as claim approval time and technician availability. Repairs are performed by an Asurion-certified technician and come with a 12-month warranty. Visit phoneclaim.com/******* to check current device eligibility. Eligibility for cracked screen repair will be determined at time of claim approval. A review of the claim file shows that on December 6, 20**, you initiated an online claim for a ******* ****** S** Ultra 5G (256GB) (“Claimed Device”) active on your wireless line ending in ****, which had a cracked screen. Although your Claimed Device and location was eligible for repair, the repair could not be offered due to unavailable parts. You were provided the option to wait for parts or receive a replacement device which is subject to a replacement deductible applicable to the Claimed Device’s model. You declined the replacement option and disconnected the call due to your dissatisfaction with the resolution offered. As stated in the VMP and Protect MD program materials (referenced above), the $29 Cracked Screen Repair “is available on select smartphones, subject to parts availability,” as both parts and repair technician availability may limit this option in certain locations. Although your Claimed Device was not eligible for screen repair, Asurion honored its contractual obligation by approving your claim for a replacement device, which you declined. On January 8, 2022, an Asurion representative left a message requesting that you contact Asurion to discuss your concerns further. If you still require assistance, please contact the representative directly. The policy guidelines Asurion adheres to regarding your concern have been explained in this letter. Please feel free to contact me by email if you have any further questions. I am available by email Monday through Friday between the hours of 9:00am to 4:00pm CST.

• Initial Complaint

  12/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an insurance claim to replace my daughter's cell phone we have through ******* at the beginning of November. They sent a new phone to me with a prepaid envelope with a tracking number. Their website also shows the tracking number. I returned the phone within a week, and now I am being charged $300 because they say they never received the phone, although their website says it is on its way back to them. If you enter the tracking number they provide, it says the label has been created, but no tracking information is in the system. I called tonight to see if they had any updates. She said that she would check, but that she would get with a manager and have that charge removed. Then, she came back on the phone, and said that they never received the phone, and the charge will stand. I returned the phone as instructed, in the envelope THEY provided with the tracking number THEY provided, and I still get charged $300?? After looking online, this seems to be their normal procedure of saying they never received the damaged phone back. If I had seen those complaints before, I never would have filed a claim. They seem to be a very shady business, and I will NEVER do business with them again, and I will tell everyone I know not to do any business with them.

  

  Business response

  01/18/2022

  Business Response /* (1000, 5, 2022/01/10) */ January 10, 2022 ***** **** *********************************** 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 December 12, 2021, states: "I placed an insu***ce claim to replace my daughter's cell phone we have through ******* at the beginning of November. They sent a new phone to me with a prepaid envelope with a tracking number. Their website also shows the tracking number. I returned the phone within a week, and now I am being charged $300 because they say they never received the phone, although their website says it is on its way back to them. If you enter the tracking number they provide, it says the label has been created, but no tracking information is in the system. I called tonight to see if they had any updates. She said that she would check, but that she would get with a manager and have that charge removed. Then, she came back on the phone, and said that they never received the phone, and the charge will stand. I returned the phone as instructed, in the envelope THEY provided with the tracking number THEY provided, and I still get charged $300?? After looking online, this seems to be their normal procedure of saying they never received the damaged phone back. If I had seen those complaints before, I never would have filed a claim. They seem to be a very shady business, and I will NEVER do business with them again, and I will tell everyone I know not to do any business with them." The desired resolution listed in your case states the following: "Refund." Response: Asurion Insu***ce Services, Inc. ("AIS") is the program administrator for the Wireless Phone Protection ("WPP") program which provides insu***ce 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 insu***ce coverage, includes extended war***ty 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. Our records indicate that on December 12, 2021, you were charged a $300 non-return fee for failure to return your claimed device. However, on December 20, 2021, the claimed device was received at the fulfillment center and the $300 non-return fee was refunded to you. Because you have been refunded the $300 non-return fee following our receipt of the claimed device, we consider this matter now 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, *********** Staff Counsel ***********@asurion.com

• Initial Complaint

  12/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Asurion to file a claim for a broken screen. After a 30 minute hold I was informed that the only time they could get a tech out to replace on a Thursday only and it would be 5 days from the date of the claim and they only had a window of 1-3pm which I would be at work at time. They informed me the next appoitnment would be 3 weeks away. I asked about a replacement device that according to **** only had a trade in value of 68 dollars that they would send me a replacement device for a 250 dollar deductible which is ridiculous. Asurion is only in it for the money and when I asked for a refund of my premium they informed me that **** would have to do that. Asurion is a rip off company and should not be aloud to sell insurance if they can;t provide better srvice than that.

  

  Business response

  01/18/2022

  Business Response /* (1000, 5, 2022/01/10) */ In regard to the above-referenced case that you filed with the Better Business Bureau (“BBB”), we submit the below in response. In the matter that you filed with the BBB on December 11, 2021, you state the following: "I contacted Asurion to file a claim for a broken screen. After a 30 minute hold I was informed that the only time they could get a tech out to replace on a Thursday only and it would be 5 days from the date of the claim and they only had a window of 1-3pm which I would be at work at time. They informed me the next appoitnment would be 3 weeks away. I asked about a replacement device that according to **** only had a trade in value of 68 dollars that they would send me a replacement device for a 250 dollar deductible which is ridiculous. Asurion is only in it for the money and when I asked for a refund of my premium they informed me that **** would have to do that. Asurion is a rip off company and should not be aloud to sell insurance if they can;t provide better srvice than that.” The following is the desired resolution listed in your complaint: "Refund" 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 device protection program available to ****’s postpaid customers. PA4 provides coverage for up to four (4) eligible devices, including certain nonconnected devices such as a Wi-Fi tablet or laptop, in the event they are lost, stolen, damaged or experience a postwarranty malfunction. Customers can file a claim by calling Asurion’s toll-free number at X-XXX-XXX-XXXX, or by going online at www.phoneclaim.com/att. Approved claims are eligible for a replacement or repair, dependent on several factors, including device type, location, and parts availability, which is determined by Asurion at the time the claim is filed and approved. Our records confirm that on August 7, 2020, you enrolled your **** account in the PA4 program, and it remains enrolled. Following enrollment in the PA1 program, on August 10, 2020, you were sent a Welcome Letter which provided access to the PA4 terms and conditions and a copy of the Coverage Certificate. The PA4 Coverage Certificate outlines the terms and conditions of the insurance coverage. Key program disclosures are also provided to customers prior to enrollment, and customers may also review the Coverage Certificate online at www.phoneclaim.com/att prior to enrolling in the program or initiating a claim (or at any other time). The PA4 program materials states the following regarding the matter: In reviewing your claim history, Asurion confirmed that on December 11, 2021, you initiated a claim for a ******* ****** Note 10 (256GB) (“Claimed Device”) for the wireless number ending in ****, which had a cracked screen. Although your Claimed Device and location was eligible for repair, you were dissatisfied with the timeframe of the repair appointments that were available and opted not to proceed with the repair claim at that time. Later that day, you resumed the claim online, accepted the remote tech repair option, scheduled an appointment for December 16, 2021, and authorized the $29 repair deductible to your wireless account. On December 16, 2021, the repair was completed. As highlighted above, the program materials advise customers that, “As soon as same-day repair may be available for eligible devices in select areas. Same day repair option depends upon claim approval time, parts availability, and technician availability.” These factors may impact the availability of screen repair. Here, your Claimed Device model and location were eligible for repair, but technician availability at the time of your claim impacted the repair timeframe. You subsequently scheduled the repair appointment, and the screen repair was completed. Regarding your request for a refund of premiums, Asurion is unable to refund the insurance premiums you paid since you received insurance coverage under the PA4 program in exchange for those payments. Please note that the insurance coverage is entirely optional and can be cancelled at any time. The continued monthly payment is confirmation of your acceptance of the insurance as well as the terms and conditions of the coverage. 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,

• Initial Complaint

  12/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Asurion handles phone damage claims on behalf ** *******. I paid a $250 deductible for a damaged phone. Asurion shipped the new phone and I returned the damaged phone as instructed around Nov 11. Without any reason or warning, Asurion deducted an additional $375 from my ***** ******* banking account on Nov 23. Asurion acknowledged that they made a mistake and promised to quickly return the stolen money. Days passed and I still didn't receive my refund. I reached back out and Asurion placed me on the phone with some leadership team who promised to expedite my refund within 3 business days. Today is beyond the expedited 3 business days and standardized 10 business days refund timeframe. This is compounded with the fact that Asurion went into my bank account and literally STOLE my money from me. On today, I reached out to Asurion, and I spoke with Rep. ******, Supervisor *******, and ***** from the CEO's **fice. All ** them refused to give me their last names. ***** wouldn't even give me a brick-and-mortar or email address. ***** informed me that she pushed my refund through Asurion's **** ** ******* account and I could anticipate a refund to my account within an additional 7 business days or December 17. This is too long to wait for a refund for the money that was stolen from my bank account on Nov 23rd. I even went to Asusion's ******** messenger page where I received responses that were snippy and sarcastically robotic. I don't have good faith in Asurion's commitment to returning my stolen money, and I believe that they should be held liable because the average consumer can't withstand $375 deducted from their accounts unjustifiably.

  

  Business response

  01/13/2022

  *usiness Response /* (1000, 5, 2022/01/06) */ January 6, 2022 ****** ****** ************************************* Re: Case # ********* Dear Mr. ******, In regards to the above-referenced case that you filed with the *etter *usiness *ureau ("***"), we submit the below in response. The case you filed with the *** on December 9, 2021, states: "Asurion handles phone damage claims on behalf ** *******. I paid a $250 deductible for a damaged phone. Asurion shipped the new phone and I returned the damaged phone as instructed around Nov 11. Without any reason or warning, Asurion deducted an additional $375 from my ***** ******* b***ing account on Nov 23. Asurion acknowledged that they made a mistake and promised to quickly return the stolen money. Days passed *** I still didn't receive my refund. I reached back out and Asurion placed me on the phone with some leadership team who promised to expedite my refund within 3 business days. Today is beyond the expedited 3 business days and standardized 10 business days refund timeframe. This is compounded with the fact that Asurion went into my b*** account and literally STOLE my money from me. On today, I reached out to Asurion, and I spoke with Rep. ******, Supervisor *******, and ***** from the CEO's **fice. All ** them refused to give me their last names. ***** wouldn't even give me a brick-and- mortar or email address. ***** informed me that she pushed my refund through Asurion's **** ** ******* account and I could anticipate a refund to my account within an additional 7 business days or December 17. This is too long to wait for a refund for the money that was stolen from my b*** account on Nov 23rd. I even went to Asusion's Facebook messenger page where I received responses that were snippy and sarcastically robotic. I don't have good faith in Asurion's commitment to returning my stolen money, and I believe that they should be held liable because the average consumer can't withstand $375 deducted from their accounts unjustifiably." 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 ** the VMP program. Under the terms ** 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 March 1, 2018, you enrolled the wireless number ending in***** in the VMP program, and it remains enrolled. In reviewing your claim history, Asurion determined that on October 2, 2021, you completed a claim for a damaged ******** **** Plus (256G*) ("Claimed Device") for the wireless number ending in*****. During the claim process, you accepted the terms ** the claim and paid the $229 deductible by debit/credit card. On October 4, 2021, a ******** **** Plus (256G*) ("Replacement Device 1") was delivered to you. On October 16, 2021, the damaged Claimed Device was received by the fulfillment center as required by the terms and conditions ** the VMP program. On October 22, 2021, you contacted Asurion to report that Replacement Device 1 was not functioning properly. After troubleshooting efforts failed to resolve the issue, Asurion completed a reshipment at no additional cost. The reshipment requires that the malfunctioning Replacement Device 1 be returned to Asurion pursuant to the terms and condition ** the VMP program. On October 23, 2021, a ******** **** Plus (256G*) ("Replacement Device 2") was delivered to you. On November 1, 2021, Replacement Device 1 was received by the fulfillment center. Unfortunately, on November 23, 2021, your debit/credit card account was erroneously assessed a $375 Non-Return Fee ("NRF"). Following receipt ** the *** matter, Asurion confirmed that the $375 NRF was refunded to your debit/credit card on December 13, 2021. Therefore, we believe the issues raised in the matter have been resolved. Asurion sincerely 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 refund above your desired resolution has been met. If I can be ** further assistance regarding this matter, please do not hesitate to contact me directly. I am available by email Monday through Friday between the hours ** 9:00am to 4:00pm CST. Regards, **************, Senior Writer Asurion ***********@asurion.com P ************ F ************ www.asurion.com

• Initial Complaint

  12/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Asurion Insurance is denying my claim when I filed for my lost phone. I used another sim card when I activated my phone because I couldn't activate the assigned number to me when I received the phone from them because it took them forever to send me the phone. Now they want me to pay for the phone that i could never use because it was lost and they are not replacing it. I pay them monthly fees and this is what i get.

  

  Business response

  01/12/2022

  Business Response /* (1000, 10, 2022/01/04) */ January 4, 2022 ******* ******** *********************************************** 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 December 7, 2021, states: "Asurion Insurance is denying my claim when I filed for my lost phone. I used another sim card when I activated my phone because I couldn't activate the assigned number to me when I received the phone from them because it took them forever to send me the phone. Now they want me to pay for the phone that I could never use because it was lost and they are not replacing it. I pay them monthly fees and this is what I get." The desired resolution listed in your case states the following: "I want my phone replaced as it is insured under their company." Response: Since receiving the case you filed with the BBB, we have been made aware of the matter that your filed with the California Department of Insurance (the "Department") regarding the same concerns listed above. Asurion will fully address your concerns once we receive the official correspondence from the Department. Regards, ************** Senior Writer, Asurion Phone: ************ Fax: ************ Email: ***********@asurion.com

• Initial Complaint

  12/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I pay **** insurance on one of my phone lines. My phone was lost and I reported it immediately to **** and asked them if I could use my old phone and wait to file the insurance claim. They told me yes that there was no time frame. I recently went to file that complaint which is with asurion mobile which they gave me the run around about 6 different times not to mention they have the worst customer service. They denied my claim stating I waited too long yet I'm still paying insurance and have paid it and I'm still paying for the phone and that's theft and I want my phone replaced or my money back.

  

  Business response

  01/13/2022

  Business Response /* (1000, 5, 2022/01/07) */ 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 December 7, 2021, states: “I pay **** insurance on one of my phone lines. My phone was lost and I reported it immediately to **** and asked them if I could use my old phone and wait to file the insurance claim. They told me yes that there was no time frame. I recently went to file that complaint which is with asurion mobile which they gave me the run around about 6 different times not to mention they have the worst customer service. They denied my claim stating I waited too long yet I'm still paying insurance and have paid it and I'm still paying for the phone and that's theft and I want my phone replaced or my money back.” The desired resolution listed in your case states the following: "Finish the job." Response: Asurion Protection Services, LLC (“APS”) is the licensed insurance agent and claims administrator for the **** Protect Advantage for 1 (“PA1”) 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. The program is administered by Asurion and underwritten by Continental Casualty Company, which is one of the CNA underwriting companies. Subscribers are able to review the PA1 Terms and Conditions and the Coverage Certificate online at www.phoneclaim.com/*** prior to enrollment or initiating a claim. Customers can file a claim by calling Asurion’s toll-free number at X-XXX-XXX-XXXX, or by going online at www.phoneclaim.com/***. Our records confirm that on June 5, 2018, you enrolled the wireless number ending in **** in the PA1 program. On January 2, 2020, PA1 was canceled. On January 8, 2020, you opted to reenroll the wireless number ending in **** in the PA1 program, and it remains enrolled. Please note that the wireless number ending **** was formerly the wireless number ending in ****. Following the January 8, 2020 reenrollment in the PA1 program, on January 13, 2020, you were sent a Welcome Letter which provided access to the PA1 terms and conditions and a copy of the Coverage Certificate. The PA1 Coverage Certificate outlines the terms and conditions of the insurance coverage. Subscribers are also able to 2 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 contains the following provision relevant to your concern: VI. DUTIES IN THE EVENT OF A LOSS. C. You must report the Loss promptly to our Authorized Representative not later than sixty (60) days from the Date of Loss. If you do not report the Loss within sixty (60) days, you will have forfeited your claim. You must submit all claims through our Authorized Representative for our approval prior to repair or the delivery of replacement equipment. Any claims that are not submitted through our Authorized Representative for our approval will not be honored and fulfilled. E. You may be required to provide us with a detailed written proof of Loss statement, a police report case number, and/or a copy of the police report within sixty (60) days of the date the Loss is reported and prior to repair or receipt of replacement equipment. In the event of a Loss, you may be required to provide a copy of the original bill of sale. You may also be required to present, or provide a photocopy of, a government issued photo I.D. H. You must provide our Authorized Representative with all of the necessary information required to approve your claim for replacement or repair of the Covered Property within sixty (60) days of the date that you report your Loss to us. Your failure to take delivery of repaired or replacement equipment within sixty (60) days of our claim approval will result in forfeiture of the repaired or replacement equipment and your claim under this Certificate. IX. DEFINITIONS. D. “Covered Property” as used in this Certificate means (a) Wireless Telephones: one wireless telephone owned or leased by you, or for which you are otherwise financially responsible, and actively registered on the Service Provider’s network and for which airtime has been logged after enrollment. Covered Property is limited to one wireless telephone and applicable Covered Accessories per replacement. The International Manufacturer’s Equipment Identification (IMEI), Electronic Serial Number (ESN), Unique Device Identifier (UDiD) or other unique identification number of the wireless telephone associated with your account in the records of the Service Provider at the time your coverage initially becomes effective and for which air time has been logged indicates the wireless telephone to be considered Covered Property, unless you have logged airtime on a different wireless telephone immediately prior to the time of Loss then such wireless telephone shall be considered Covered Property so long as such wireless telephone is owned or leased by you and you provide us proof of ownership or lease. Wireless telephone incudes its standard b***ery which will be included with the replacement device if part of a covered Loss to your wireless telephone and if your eligible wireless telephone powers on and the b***ery fails to maintain an adequate charge after diagnostic testing by our Authorized Service Facility, we will complete this Mechanical or Electrical Failure claim by repairing the eligible wireless telephone by replacing the b***ery; or (b) Devices Other than Wireless Telephones: one tablet, notebook, laptop or other similar device (“portable electronic device”) purchased from the Service Provider with an active data plan and actively registered on the Service Provider’s network and for which airtime has been logged after enrollment. Covered Property is limited to one portable electronic device and standard charger, if part of the covered Loss, per replacement. The International Manufacturer’s Equipment Identification (IMEI) or other unique identifier of the portable electronic device associated with your account in the records of the Service Provider at the time your coverage initially becomes effective and for which air time has been logged indicates the portable electronic device to be considered Covered Property unless you have logged airtime on a different portable electronic device, which was purchased from the Service Provider, immediately prior to the time of Loss, then such portable electronic device shall be considered Covered Property so long as the portable electronic device is owned or leased by you and you provide us proof of ownership or lease. 3 In reviewing your claim history, we confirmed that between the dates of November 27, 2021 and December 3, 2021, you initiated multiple claims for the wireless number ending in **** as follows: • Claim 1. On November 27, 2021 you filed a claim for a lost ***** ****** 11 Pro (256GB). The date of loss you reported was April 7, 2021. The claim was denied because loss was not reported within sixty (60) days from the date of loss. • Claim 2. On November 27, 2021 you filed a claim for a lost ***** ****** 11 Pro (256GB). The date of loss you reported was November 27, 2021. The claim was denied due to the account not active at the time of loss. Upon review, this claim was found to be erroneously denied. In fact, the wireless device number, not the account number, was cancelled. • Claim 3. On November 27, 2021 you filed a claim for a lost ***** ****** 11 Pro (256GB). The date of loss you reported was April 7, 2021. The claim was denied because loss was not reported within sixty (60) days from the date of loss. • Claim 4. On December 3, 2021 you filed a claim for a lost ***** ****** 11 Pro (256GB). The date of loss you reported was December 3, 2021. The claim was denied because the make/model of the claimed device was not the Covered Property enrolled for coverage on the date of loss you provided. **** records indicate that an ***** ****** 7 (32GB) was in use on that date. • Claim 5. On December 3, 2021 you filed a claim for a lost ***** ****** 11 Pro (256GB). The date of loss you reported was November 1, 2021. The claim was denied because the make/model of the claimed device was not the Covered Property enrolled for coverage on the date of loss you provided. **** records indicate that an ***** ****** 7 (32GB) was in use on that date. • Claim 6. On December 3, 2021 you filed a claim for a lost ***** ****** 11 Pro (256GB). The date of loss you reported was November 24, 2021. The claim was denied because the make/model of the claimed device was not the Covered Property enrolled for coverage on the date of loss you provided. **** records indicate that an ***** ****** 7 (32GB) was in use on that date. Regarding Claims 1 and 3, under the relevant section of the program’s terms and conditions (referenced above), “You must report the Loss promptly to our Authorized Representative no later than sixty (60) days from the Date of Loss. If you do not report the Loss within sixty (60) days, you will have forfeited your claim.” Your failure to report the loss to Asurion within sixty (60) days from the date of loss (April 7, 2021) forfeited your claim pursuant to the terms and conditions of the PA1 program. Regarding Claims 4, 5, and 6, given “Definitions” provision above, the device that is actively registered on ****’s network when the subscriber enrolls in the PA1 program is considered the Covered Property unless the subscriber has logged airtime on a different wireless device immediately priorto the time of loss. In this case, ****’s wireless service records confirm that airtime was logged on a different device – namely, an ***** ****** 7, according to the loss dates provided. As such, the Covered Property became the ***** ****** 7, because it was the device in use at the time of the loss. In conclusion, the denials of your claims were appropriate in each of these situations. Based on the above, we believe the issues raised in the m***er have been addressed. If I can be of further assistance to you regarding this m***er, please contact me. I am available by email Monday through Friday between the hours of 9:00am to 4:00pm CST. 4 Regards,

• Initial Complaint

  12/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Beginning on November 13, 2021 I had contacted Asurion for a replacement of a tablet that had began to have "rainbow" colors on the screen. I was told I would be sent out a tablet, which had happened. Upon opening the package and preparing the device I had then gotten a "***********" application that would not let me do anything on the tablet. I could not even turn off the tablet. The only options I had was ro restart the device or get out of prokiosk mode with a password **** I did not have. I called Asurion and told them and they admitted to sending a faulty tablet and would send another one. Here comes another one 2 days later and yet again the same issue had occurred. I called again and went through the process yet again. This has been done 6 or 7 times already and I am still having this issue. I told them STOP sending me a refurbished tablet and send a new one from the warehouse. I have literally called them 39, yes, THIRTY NINE times to get thus resolved and it STILL is not taken care of. Today, when I spoke to them again they said they were going to charge me an additional 50.00 for the deductible for the SECOND time, but yet I still do not have a device that is replaced OR working. I told the lady that is called theft and I will file fraudulent charges with my bank against them if that is done. Everytime I call I get told a run around about this. I want them held accountable for there actions and I want a working tablet FOR MY CHILD. I will NEVER recommend Asurion to anyone and I will NEVER get there insurance again. During one phone call the man on the phone ended up disconnecting my cell phone so I had to take 2 kids to the At and t store 25 minutes away from my house to get it fixed. I had also been hung up on by someone as well as being told I don't know what I'm talking about when I am the owner of the tablet and these people haven't even seen the tablet. I want this fixed as I am annoyed, frustrated, and tired of dealing with this issue.

  

  Business response

  01/10/2022

  Business Response /* (1000, 10, 2022/01/03) */ January 3, 2022 ******** ***** **** ***** Road ********************* 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 December 6, 2021, states: "Beginning on November 13, 2021 I had contacted Asurion for a replacement of a tablet that had began to have "rainbow" colors on the screen. I was told I would be sent out a tablet, which had happened. Upon opening the package and preparing the device I had then gotten a "QUIO Health" application that would not let me do anything on the tablet. I could not even turn off the tablet. The only options I had was ro restart the device or get out of prokiosk mode with a password **** I did not have. I called Asurion and told them and they admitted to sending a faulty tablet and would send another one. Here comes another one 2 days later and yet again the same issue had occurred. I called again and went through the process yet again. This has been done 6 or 7 times already and I am still having this issue. I told them STOP sending me a refurbished tablet and send a new one from the warehouse. I have literally called them 39, yes, THIRTY NINE times to get thus resolved and it STILL is not taken care of. Today, when I spoke to them again they said they were going to charge me an additional 50.00 for the deductible for the SECOND time, but yet I still do not have a device that is replaced OR working. I told the lady that is called theft and I will file fraudulent charges with my bank against them if that is done. Everytime I call I get told a run around about this. I want them held accountable for there actions and I want a working tablet FOR MY CHILD. I will NEVER recommend Asurion to anyone and I will NEVER get there insurance again. During one phone call the man on the phone ended up disconnecting my cell phone so I had to take 2 kids to the At and t store 25 minutes away from my house to get it fixed. I had also been hung up on by someone as well as being told I don't know what I'm talking about when I am the owner of the tablet and these people haven't even seen the tablet. I want this fixed as I am annoyed, frustrated, and tired of dealing with this issue." The desires resolution states: "I want a NEW tablet that WORKS; Refund." Response: Our records confirm that on April 27, 2021, you enrolled the device number ending in **** in the MI program. On December 1, 2021, MI was canceled, and the wireless number ending in **** is no longer enrolled in the MI program. Following receipt of the BBB matter, on December 22, 2021, an Asurion representative contacted you by phone and email to discuss a resolution. If further assistance is required, we kindly ask that you please contact the Asurion representative directly so that we may swiftly resolve this matter. We sincerely apologize for any inconvenience this may have caused. We make a commitment to our customers to make the insurance claim process easy and convenient, and we truly regret that this was not so when you contacted us. If I can be of further assistance to you regarding this matter, please contact me. I am available by email Monday through Friday between the hours of 9:00am to 4:00pm CST. Regards, **************, Senior Writer Asurion ***********@asurion.com P ************ F ************ www.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. ↩