ComplaintsforAsurion

• Initial Complaint

  12/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the nov 30th started a claim with them for damage on my device. They refuse to get my device fixed which is cheaper on them and I get my original device not something like it or refurbished. I've tried several times to get something done but to no avail. I've spent several hours on the phone but nobody can seem to help me.

  

  Business response

  01/13/2022

  Business Response /* (1000, 10, 2022/01/06) */ January 6, 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 6, 2021, states: "On the nov 30th started a claim with them for damage on my device. They refuse to get my device fixed which is cheaper on them and I get my original device not something like it or refurbished. I've tried several times to get something done but to no avail. I've spent several hours on the phone but nobody can seem to help me." The desired resolution listed in your case states the following: "Finish the job" Response: Asurion Insu***ce Services, Inc. ("Asurion") 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 underwritten by Liberty Insu***ce Underwriters Inc. WPP is a component of the******** Mobile Protect Multi-Device ("VMPMD") device protection program that, along with insu***ce coverage, includes******** Extended War***ty protection, which is a******** service contract that provides coverage in the event the customer's device experiences a malfunction or defect after the manufacturer's war***ty has expired. Our records reflect that on October 16, 2021 ****** ******, the primary account holder, enrolled her******** wireless account in the VMPMD program. VMPMD was cancelled on November 22, 2021. Following enrollment in VMPMD, on October 26, 2021, a Welcome Letter was sent to Ms. ******, which included a copy of the program's terms and conditions, including the Wireless Communications Equipment Coverage Insu***ce Policy. In addition, Program brochures detailing the Terms and Conditions of the insu***ce 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 insu***ce program. Program brochures detailing the Terms and Conditions of the insu***ce program policy are available at******** retail locations at the time a customer decides to enroll in the insu***ce program. Program details can also be obtained at any time at the customer's convenience online at www.phoneclaim.com/*******, www.*******.com or by calling Asurion's toll-free number. The Program Brochure detailing the Terms and Conditions of the VMPMD program includes the following information relevant to your complaint with respect to cracked screen repair: 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 war***ty. Visit phoneclaim.com/******* to check current device eligibility. Eligibility for cracked screen repair will be determined at time of claim approval. The terms and conditions of the insu***ce program state the following regarding the concerns listed in your complaint: D. DEDUCTIBLE The Deductible is either $19, $129, $189, $229, $249, $29, $19, $129, $189, $229, $249, $29, depending on whether the Covered Property is found in Schedule A, B, C, D, E, F, G, H, I, J, K, L, M, N, O, P, or Q and is non-refundable and is payable at the time a loss is approved by the Agent. This Deductible will apply to each filed and approved covered claim, and does not reduce the Limit of Insu***ce. Only an Insured may pay the Deductible. F. OUR DUTIES IN EVENT OF LOSS 1. When We Repair or Replace If a claim is made, we or Asurion Insu***ce Services, Inc. will notify the Insured of Asurion Insu***ce Services, Inc.'s assessment of the claim within 10 days after we or Asurion Insu***ce Services, Inc. receives all the information requested from the Insured presenting the claim. Repair or replacement of the lost or damaged Covered Property will be done within 30 days after the Insured, or his or her designee has complied with all the terms of the policy, and we have agreed with the Insured about the repair or replacement. 2. Our Options At our option, we or the Authorized Service Center may repair the Covered Property with substitute parts or provide substitute equipment that: a. Is of like kind, quality and functionality; b. Is either new, refurbished or remanufactured, and may contain original or non-original manufacturer parts; and c. May be a different b***d, model or color. The cracked screen repair option allows eligible devices to be repaired through an authorized service center or through an authorized remote technician for a $29 non-refundable cracked screen repair deductible. The availability of the screen repair service is dependent on a number of factors, including the extent to which the device has been damaged. Smartphones that only have a cracked front screen are eligible for repair, damage beyond a cracked front screen will result in ineligibility. If the repair option is not available, customers are still eligible for a replacement; however, the applicable replacement deductible is required to proceed with the claim. Upon receipt of your case, Asurion reviewed your concerns. From November 30, 2021 through December 6, 2021 you filed multiple claims for a ******* ****** **** 20 Ultra 5G 128GB due to damage. The reported date of loss was November 20, 2021. During the claim process, you inquired about the cracked screen repair option. You were correctly informed that your device was not eligible for the cracked screen repair option because you reported damage to your device beyond a cracked screen. Specifically, you reported that you were unable to make outbound calls, receive inbound calls, or utilize text messaging. You also reported camera damage and LCD damage. Given the damage reported, the replacement option was offered to you. You declined the replacement option, and stated that you did not wish to pay the required $249 replacement deductible. As a customer courtesy, you were offered the device reimbursement option. The reimbursement option provides you a check for the current purchase price of a replacement device, plus applicable taxes, minus the required $249 replacement deductible. Ultimately, you declined the reimbursement, and stated that you would not pay the required $249 replacement deductible under any circumstances. The policy guidelines that Asurion is following regarding your concerns have been explained in this letter. Please feel free to contact me 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, *********** Staff Counsel ***********@asurion.com

• Initial Complaint

  12/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I created a claim on 11/23/21 to have my phone (****** XR 64GB Black) screen fixed. I was told that I would pay $29.95 to have the phone screen fixed. On 11/24/21 a loaner phone (****** 8) was mailed to me. I sent my phone to Asusrion on 11/26/21. On 12/1/21 I received an email that they were unable to fix my phone due to "find my ******" not being disabled. I called Asurion on 12/3 and 12/4 asking for my phone. I was told on 12/4 that the phone was "delivered to me" on 12/2/21. After checking my mailbox and the front office, I have not found my phone. After spending over five hours on the phone going back and fourth with Asurion and *********, I was told to create a claim for my lost phone. I was told that I needed to provide a completed copy of an affidavit and a copy of a photo ID. After completing these documents, I received an email telling me to call Asurion. I called Asurion and they told me that my claim was denied because the date on the affidavit was incorrect, although this was the date that the incident occurred. I was told that if I change the date on the affidavit and uploaded the form they would go ahead and send me a replacement phone. I completed the form with the date they asked me to and when I went to resubmit the form, the option to do so was no longer available. I called Asurion to let them know of this. After being placed on hold over five minutes, the guy answered the phone and the call was conveniently disconnected. Calls have been conveniently getting disconnected when I voice my frustration with the lack of service.

  

  Business response

  01/13/2022

  Business Response /* (1000, 5, 2022/01/06) */ January 6, 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 6, 2021, states: "I created a claim on 11/23/21 to have my phone (****** XR 64GB Black) screen fixed. I was told that I would pay $29.95 to have the phone screen fixed. On 11/24/21 a loaner phone (****** 8) was mailed to me. I sent my phone to Asusrion on 11/26/21. On 12/1/21 I received an email that they were unable to fix my phone due to "find my ******" not being disabled. I called Asurion on 12/3 and 12/4 asking for my phone. I was told on 12/4 that the phone was "delivered to me" on 12/2/21. After checking my mailbox and the front office, I have not found my phone. After spending over five hours on the phone going back and fourth with Asurion and *********, I was told to create a claim for my lost phone. I was told that I needed to provide a completed copy of an affidavit and a copy of a photo ID. After completing these documents, I received an email telling me to call Asurion. I called Asurion and they told me that my claim was denied because the date on the affidavit was incorrect, although this was the date that the incident occurred. I was told that if I change the date on the affidavit and uploaded the form they would go ahead and send me a replacement phone. I completed the form with the date they asked me to and when I went to resubmit the form, the option to do so was no longer available. I called Asurion to let them know of this. After being placed on hold over five minutes, the guy answered the phone and the call was conveniently disconnected. Calls have been conveniently getting disconnected when I voice my frustration with the lack of service." The desired resolution listed in your case states the following: "Delivery" Response: ****** Complete is a device protection program, available to customers of ******, which includes the Equipment Replacement Program ("ERP") insu***ce coverage, Equipment Service and Repair Program ("ESRP") service contract coverage and Tech Expert technical support services on wireless mobile devices. 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/sprint. Our records reflect that, on May 19, 2019, the wireless number ending in 1953 was enrolled in the ****** Complete program, and it remained enrolled until November 1, 2021. 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 determined that on November 23, 2021, you filed a claim for a ***** ****** XR (64GB) ("Claimed Device") due to a cracked screen. During the claim process, you were offered the mail-in repair ("MIR") option. The MIR option allows you to mail in the Claimed Device to Asurion's repair depot, and upon completion of the repair, the repaired device would be returned to you. You accepted the Terms and Conditions of the MIR claim, and Asurion submitted the request for shipping materials for you to mail in the Claimed Device. On December 1, 2021 the repair depot received the Claimed Device and assigned it to a technician for diagnosis and repair. However, during the diagnosis, the service technician discovered that the Claimed Device was locked; therefore, the repair could not be completed. As a result, on that same day, the unrepaired Claimed Device was shipped to you to allow you to unlock the device. Unfortunately, the device was lost in t***sit. To resolve the matter, on December 11, 2021, an Asurion representative offered an ***************** ("AE"). The AE option allows Asurion to ship a replacement device, for next business day delivery if available, at no additional cost outside the $29 screen repair deductible. You accepted the terms of the AE. On December 14, 2021, an ***** ****** XR (64GB) replacement device was shipped to you for delivery on December 15, 2021. Based on the delivery of the replacement device, we consider this matter resolved. Asurion sincerely apologizes for the inconvenience you experienced during your claim process. 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. 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, *********** Staff Counsel, Asurion Compliance ***********@asurion.com

• Initial Complaint

  12/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am originally a ****** Customer & since ******** bought them our phones had to be updated with a *-****** sim card. My mother's phone (XXX) XXX-XXXX would not accept their sim card so had to be sent in to Asurion for repair. Repair claim was started on Oct. 25, 2021. After receiving their return packaging the phone was sent Asurion on Oct 29, 2021 signed & received at their location on Nov. 1, 2021. Was told it would take 5 business days for repair & to receive phone back. Called on Friday, Nov 5. 2021 to get a status on repair & was told that due to high demand for repairs that the repair would now take 7 to 10 days. Called back on *ues, Nov. 9, 2021 & was told "Good News, phone is repaired & is now waiting to be sent back to you. You should receive it in 1 to 2 business days. Called back on *hurs, Nov 11, 2021 to get a tracking # & was told that the phone was not repaired & was still being repaired. On Nov 17th, received an email saying good news your phone has been received in our repair dept. *hen received another email saying were sorry we can't repair your phone it is being sent back please call. I called & was told that the motherboard on the phone was damaged & that a replacement phone would be sent out in 1 to 2 business days. Called on Nov 22,2021 talked to a supervisor & was told they were having a system problem & that no phone was sent but that a manual claim was being generated & a new phone would be sent out the next day. Called again on Nov 23, 2021 to get a tracking # & was told due to system error claim was not finalized but it would be taken care of to wait until after the *hanksgiving. Called again on Nov 30th & was told again that claim was not finalized but not to worry they were finalizing the claim & new phone would be sent. Called again on Dec 2, 2021 & again was told claim was not finalized but not to worry a new phone was being sent out that day. Called this morning & again no phone was sent as claim was not finalized

  

  Business response

  01/10/2022

  Business Response /* (1000, 5, 2021/12/29) */ December 29, 2021 **** ********* ********************************************** Re: Case # ******** Dear **** *********, 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 states: "I am originally a ****** Customer & since ******** bought them our phones had to be updated with a ******** sim card. My mother's phone (***) ******** would not accept their sim card so had to be sent in to Asurion for repair. Repair claim was started on Oct. 25, 2021. After receiving their return packaging the phone was sent Asurion on Oct 29, 2021 signed & received at their location on Nov. 1, 2021. Was told it would take 5 business days for repair & to receive phone back. Called on Friday, Nov 5. 2021 to get a status on repair & was told that due to high demand for repairs that the repair would now take 7 to 10 days. Called back on Tues, Nov. 9, 2021 & was told "Good News, phone is repaired & is now waiting to be sent back to you. You should receive it in 1 to 2 business days. Called back on Thurs, Nov 11, 2021 to get a tracking # & was told that the phone was not repaired & was still being repaired. On Nov 17th, received an email saying good news your phone has been received in our repair dept. Then received another email saying were sorry we can't repair your phone it is being sent back please call. I called & was told that the motherboard on the phone was damaged & that a replacement phone would be sent out in 1 to 2 business days. Called on Nov 22,2021 talked to a supervisor & was told they were having a system problem & that no phone was sent but that a manual claim was being generated & a new phone would be sent out the next day. Called again on Nov 23, 2021 to get a tracking # & was told due to system error claim was not finalized but it would be taken care of to wait until after the Thanksgiving. Called again on Nov 30th & was told again that claim was not finalized but not to worry they were finalizing the claim & new phone would be sent. Called again on Dec 2, 2021 & again was told claim was not finalized but not to worry a new phone was being sent out that day. Called this morning & again no phone was sent as claim was not finalized" The desired resolution listed in your case states the following: "Replacement" Response: ****** Complete is a device protection program, available to customers of ******, which includes the Equipment Replacement Program ("ERP") insu***ce coverage, Equipment Service and Repair Program ("ESRP") service contract coverage and Tech Expert technical support services on wireless mobile devices. Customers can file a claim by calling Asurion's toll-free number at **************, or by going online at www.**********.com/******. Our records reflect that, on September 25, 2019, you enrolled the wireless number ending in 8448 in the ****** Complete program. On October 25, 2021, you filed a claim for a ******* ****** S10 (128GB) ("Claimed Device") due to a malfunction with the sim card reader. You accepted the terms of a mail-in repair of the Claimed Device and sent the device to Asurion's service depot. Due to a high volume of repairs, on November 11, 2021, an Asurion Representative advised you that it could take up to 10 business days to complete the repair. On November 19, 2021, Asurion determined that the Claimed Device was unrepairable due to motherboard damage and refiled the claim on your behalf. You requested a replacement device, but unfortunately the replacement device selected was unavailable. Asurion offered you a reimbursement instead, which you declined. Ultimately, on December 8, 2021, you accepted a reimbursement in the amount of $846.99 for the retail price of the Product less the non-refundable deductible. On December 11, 2021, Asurion issued and shipped the reimbursement check to you. Asurion sincerely apologizes for the inconvenience you experienced during your claim process. 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. 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, *********** Staff Counsel, Asurion Compliance ***********@asurion.com

• Initial Complaint

  11/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 4 device insurance policy with Asurion through **** (under mobile phone # ************). I submitted a warranty claim (claim # ************) for a ******* Pro 15" and mailed the device back to Asurion on 11/14. I received confirmation that Asurion had received the device and repairs would take approximately 5 days. It is now 11/30 and after multiple calls to Asurion I have not been able to receive a status update. To make matter worse, each of the representatives (including one from the Office of the CEO) have promised to call me back with a status update. I have not received a return phone call nor any information on when I will receive the device back (or even where it is). I am requesting that the device be repaired and returned to me immediately. I am a student and have now been without my computer for over two weeks. This has been very poor customer service!

  

  Business response

  01/10/2022

  Business Response /* (1000, 5, 2021/12/21) */ December 21, 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 November 30, 2021, you state the following: "I have a 4 device insurance policy with Asurion through **** (under mobile phone # XXX-XXX-XXXX). I submitted a warranty claim (claim # ************) for a ******* Pro 15" and mailed the device back to Asurion on 11/14. I received confirmation that Asurion had received the device and repairs would take approximately 5 days. It is now 11/30 and after multiple calls to Asurion I have not been able to receive a status update. To make m***er worse, each of the representatives (including one from the Office of the CEO) have promised to call me back with a status update. I have not received a return phone call nor any information on when I will receive the device back (or even where it is). I am requesting that the device be repaired and returned to me immediately. I am a student and have now been without my computer for over two weeks. This has been very poor customer service!" The following is the desired resolution listed in your complaint: "Repair; Finish the job; Contact by the business." 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 non-connected devices such as a Wi-Fi tablet or laptop, in the event they are lost, stolen, damaged or experience a post-warranty 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/***. On December 26, 2020, you enrolled your **** account in the PA4 program, and it remains enrolled. Asurion researched your concerns and determined that on November 4, 2021, you initiated a repair claim for your Apple ******* Pro ("Claimed Device"). During the claim process, you accepted the mail-in repair option, including the terms of the claim, and authorized $89 repair deductible billed to your wireless account. As instructed, you sent in the Claimed Device for repair; however as the date of the BBB filing, the issue remained unresolved. Following receipt of the BBB m***er, Asurion confirmed that December 6, 2021, you accepted the reimbursement option because the repair was unsuccessful. That same day, the $1,499.00 reimbursement was submitted for processing and delivery within 10-business days. Therefore, we believe the issues raised in the m***er have been resolved 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. 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, *************** Senior Writer Asurion ***********@asurion.com P ************ F ************ www.asurion.com Complaint Response Date bumped because: Holiday Complaint Response Date bumped because: Holiday

• Initial Complaint

  11/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a ******* customer for years and so of them as the insurance provider. This company claims to be the best and has open enrollments now but does this company is worth having or not? Well, I lost my phone and I claim my insurance because that's why I pay for the insurance. They send me the phone and the package was stolen so I called them back and they send me a new phone after I check they requested that the phone be sent back to them, so I called them and they told me that I was not using the program right and no more information. Now I don't get my phone and I'm still paying for the insurance.

  

  Business response

  01/13/2022

  Business Response /* (1000, 5, 2021/12/17) */ December 17, 2021 ****** ******** ***************************************** Re: Case #********* Dear ****** ********, 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 November 28, 2021, states: "I have been a ******* customer for years and so of them as the insurance provider. This company claims to be the best and has open enrollments now but does this company is worth having or not? Well, I lost my phone and I claim my insurance because that's why I pay for the insurance. They send me the phone and the package was stolen so I called them back and they send me a new phone after I check they requested that the phone be sent back to them, so I called them and they told me that I was not using the program right and no more information. Now I don't get my phone and I'm still paying for the insurance." The desired resolution listed in your case states the following: "Replacement." 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. Our records reflect that on October 26, 2021, you enrolled your ******* Wireless account in the Protect MD program. Following your enrollment in Protect MD, on November 4, 2021, a Welcome Letter was sent to you, which included a copy of 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 at the time the customer decides to enroll in the insurance program. Program details can also be obtained at any time at the customer's convenience online at www.phoneclaim.com/verizon, www.verizon.com or by calling Asurion's toll-free number. The Terms and Conditions of the VMP program relevant to your complaint is set forth below: G. ADDITIONAL CONDITIONS 4. Eligibility a. To be eligible for coverage you must 1. be a valid, active and current subscriber of the Wireless Service Provider or an approved user of a mobile number on a valid, active and current account with the Wireless Service Provider for which the account holder has authorized coverage; 2. not have engaged in fraud or abuse with respect to this or a similar communications equipment insurance program; and 3. not be in breach of any material term of the policy, including but not limited to failure to return damaged Covered Property when requested in conjunction with a loss. Following your enrollment in Protect MD, on November 21, 2021, you completed an online claim for a stolen ***** ****** 12 Pro Max (128GB) for the wireless number ending in ****. Although Asurion shipped a ***** ****** 12 Pro Max (128GB) replacement device to the address you provided during the online claim process, you stated that it was not received and requested a reshipment. However, the reshipment was denied. A subsequent review of your claim and account history determined that the reshipment was not approved in accordance with Additional Conditions 4.a. (as noted above). Please note that the more specific details cannot be provided 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 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. 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. ↩