Asurion
Reviews and Complaints

I receievd a replacement phone on 2/10/2023 and on 2/11/2023 I mailed the damaged phone back in the envelope provided to me. Due to it being a prepaid envelope they do not give you anything to track it with at the post office. I am being told it has not been received. I have spoken to more than one person about this situation and today I got a letter in the mail. I am not going to pay for a phone I sent back. I need this situation taken care of or to be told what I can do to handle this. Thank you

Anna Martinez-Stanford

Claim #[protected]

My dishwasher has a e15 error which was saying overflow. It would not work. I called Asurion and they said a repair guy would be coming over on a certain day. I never had a confirmation. I called Asurion the day the guy was suppose to be here. Could not get ahold of him nor could Asurion. When I did get ahold of him, he told me wasn’t in the area and that he would be repairing it. He gave me another repair guy to call. I did. He came over the following week. The dishwasher was working but for just a week and the error returned. I called Asurion and they gave me the number to the same guy that didn’t show the first time, I told them he doesn’t live in this area and he wasn’t going to call. They didn’t believe and couldn’t get ahold of him again. They finally gave me a number to another company. By the time they will be out to my house would be 3 weeks without my dishwasher. They repair guy shows up. He’s on the phone. He tells me Asurion isn’t going to fix the dishwasher and they will contact you 24 to 48 hours to give you some options. I went out that day looking for a dishwasher because appliances are in short supply and getting them also takes time. I didn’t hear from Asurion and life got busy. When I did finally get ahold of Asurion the gal said that the repair guy had to tell them the dishwasher was unrepairable. I said they guy didn’t even look at it. Didn’t even tell me he had parts sent to the house which arrived the day AFTER he was there. When I talked to Asurion they claim they had no knowledge of what I was talking about. Hummmm…

I looked up you guys on google and It said before I place a legal complaint to talk to someone in cooperate, cause the last manager that I spoke listen to the recording made it her point to get on the phone with me and be so passive aggressive basically telling me it her way or the highway, I have had you phone insurance for 8 years with Verizon and a lot more years at other places I have had your home device for like 5 filed one phone claim having problems with it, and now that I am finally going to file a laptop claim, now the illegal stuff comes out, when I was sold your insurance I was told it would replace and device in the house no questions asked, I called Assyrian they called Verizon liars and said their home care was a warranty and ITS DEFINITELY NOT HASSLE FREE NO QUESTIONS ASK. they told me to deal with a Verizon manager about the fact I was lied so I did and she threw wayed with your company where in a 2 hour time and 5 days I have been ping ponged, hung up on and the last manager treated me like we were on the jerry springer show and it was her way or no way I can tell that's not how this is going to end,

You will replace my laptop no questions ask it can't be repaired and I would take if it could, I want a top manager to call me tomorrow after 2 or email me and then call, and rectify both of my situation with very fast and make me very happy I am a great customer loyal and a nice good person, I treat you guys great and invested well over 16k plus in device insurance just while I have been with Verizon, I have 7 in the family, I will give my info and it's all on record and I want it handled and if you choose not to I will file my complaint with the attorney general and the FCC, I am not trying to threaten anyone I am just sick of all of this

My name is

Jesse Stacey

My number is

[protected]

[protected]

Pass code is 2323

Trust me all the notes are in the if I don't here from some in the next couple days friday I will file my complaints, I will save the bbb complaint for last cause they don't ever do anything I am a customer service cooperate manager myself

This is insurance we are deal with and I am getting dealt with not right very shady

Thank you

Jesse Stacey

Verizon/addition/device insurance and home care and device insurance

[protected]

I need a phone call by tomorrow and a rectified answer and solution

I would give a -100+ if i was able too. 6/30/22 sent my device in, received it back not all problems were fixed. 7/22/22 sent my device in again, received it back and USB still doesn't work. 1/8/23 sent my device in, received it back and am even more disappointed. I received two pieces of papers; one stating they inspected and repaired and it passed all diagnostic tests and is now working correctly and another inside the laptop saying they did not get my log in info so they didn't test it.. How is that possible, I wrote the log in info on the paper sent with my device and had it taped to the keyboard. Now that my device is back, it doesn't turn on!... at all!.. it looks like they must have dropped it because there is some damage in each of the corners of the device that wasn't there when I sent it to them and trusted they would take care of it. Every time I call, they act like they have no clue whats going on and are very rude an unhelpful. This is the worst insurance company ever. At this point issue me a check for the item and I can purchase another one. ASURION GETS A NEGTAVE -100+ FOR MY REVIEW.

I filed a complaint on 10/17/2022 that the machine was wobbling excessively when in spin cycle. A repair man came and said he fixed the problem, but the problem still existed. I called back and complained again and was told they would get the repair man back. It is 01/30/23 and no one has come to fix my washer.

I was told that I would get a refund of my purchase price if they didn't fix it in three months time but that is just another lie among the many that I have been told since October. I call them after three months and a week and am told that they have contacted another service provider and they will schedule for the repair in another week?
Do you think I believe them? NO.

January 17, 2023

Re: SR#: [protected]

On November 17, 2021, I purchased a Spalding Basketball from Dicks Sporting Goods store number 421 located in Frisco, Texas. I am writing to request approval for the above reference claim that was opened on September, 2022 due to material breakdown and failure to maintain appropriate air pressure.

Asurion was given specific information of the condition of the ball and a copy of the receipt showing the cost I paid for it and the Asurion protection Plan warranty to file a claim. A claim was filed and the agent verified coverage and obtained approval. I was sent an e-label to return ball and told to wrap it in bubble wrap, add the return label and drop off at UPS store. This was done on September 16, 2021. Shortly thereafter, Asurion began to ask for proof that the ball had been sent back to them.

There have been multiple communications that are well-documented why I have not been able to provide proof of shipment from UPS (the Asurion files and my phone conversations will document this…over a four month).

In asking to speak with a manager since subordinate staff appeared to not help me, I was able to speak to a supervisor named DeMar. I learned from him UPS had a claim filing process on-line and I should proceed in that direction. Let it be known, I had attempted to file a claim through UPS in the past and was told on two separate occasions after speaking with staff member named Zee, no such filing process was available but she would look into it and call me (something she never did).

Later, I was told to get a correspondence from UPS on their letter head stating the ball was lost. I spoke to the manager on this visit and name Ryan who all but called me a liar even after I informed him of one of his staff that I had been working with. He then clearly stated he would be reprimand but he stated “I would lose my job if I gave you a letter that the ball was lost on his watch”. As you will note, my records show I have spent more than eight hours and seven different days since October, 2021 to date going back and forth just to get a $54.99 refund. This is completely unacceptable.

After following up on what DeMar advised, I proceeded to file a lost item claim through UPS on-line system which was rejected. Their process stating “a claim cannot be submitted if older than 60 days of original shipment date and also, it my claim was not eligible for a refund since it was purchased with insurance”. Therefore, I was not able to file a claim with UPS.

If you review your files, you will see I have exhausted every avenue both through Personal visits to the UPS store number 6781 in the Colony, Texas, along with communicating with internal staff at Asurion in an effort to resolve this matter. Dating back to the initial filing of this claim on September 16, 2022, under the agreement that I purchased with Asurion it states “The protection plan covers for repairs or replacement” and in following the claim process, after being informed my claim was approved, it has been very difficult receiving reimbursement for my lost.

Back in September of 2022 I returned my damaged iPhone 11 to exchange for a replacement phone. After receiving the replacement phone, the damaged phone was returned was via USPS in the packaging provided by Asurion. After waiting a few weeks, I called to check the status of the return and I was told that the shipment had been received in the warehouse but had not been processed or "scanned in". Shortly after I received notification that my account was charged $300 for not returning the device. I immediately called to ask what the issue was. I was told by three different representatives on three different occasions (Carmen with Asurion, Jeffrey with Tmobile and Liam Carter Supervisor with Asurion) that they confirmed receipt of the phone but it had not been scanned in. Each representative assured me that there was no problem and it was only a matter of time before my account would be credited. When I spoke with a supervisor with Asurion Liam Carter who insured me that it was in the warehouse and only needed to be scanned in. The phone was received in October of 2022 but Asurion did not attempt to scan in the phone until December of 2022. The package/phone sat in the warehouse for two months before Asurion state that the package was empty and without the phone inside. The phone package sat in the warehouse approximately two months without being scanned in or checked. Anything could have happened to the phone after sitting for two months in a warehouse. I've opened two investigations in an attempt to get this resolved. One with Asurion and another with T-Mobile. I should not be held responsible for Asurion's negligence for allowing the phone to sit in the warehouse two months before scanning it in and later reporting that it was missing. My husband and I are hard working people. I became disabled in 2011 and my husband is the only source of income in our family. We cannot afford to pay for the mishap of a multi-billon dollar company. $300 is a lot for a family living on one income. After looking on the complaints board site I am not the only one this has happened to. I've read dozens of complaints identical to mine where Asurion claimed to have received an empty box and unfairly charged individuals. Please remove the charge of $300 from my account

Kathryn and Kale Brown

01/10/2023 as of 10:00 am

Received a wrong item, the box was labeled with my name and home address, but it was obviously the product I was not a yamaha piano worth 2,400, the box it was very small, so I refused.

I called guitar center pro covered at [protected] and the answers was, "probably the box was a part of the product" which not make sense to me, its a key board yamaha piano. As of now I still don't have any answers form them or where my piano is?

I need some assistance what I can do next?

this generator has not ran since February. They keep giving me the run around. This is a demand letter for the original cost of the generator to be refunded! Gary rairdon [protected] Claim number sr [protected]. they sent a email stating it was fixed but was not fixed. They deny the claim 3 times because i own a electrical contracting company but the generator has never left the home and is only used as a backup power source for our home. I can send pics of the generator inlet box and the panel interlock kit. My next step is to file in small claims court in linn county oregon!

12/04/2022: claim filed

12/12/22: 1st repair technician available for diagnostic evaluation (not repair)

12/30/22: no repairs completed, no end insight for the washer/dryer

I have made over 57 calls to the [protected] HD protection plan number, I have been transferred back and forth from Asurion to Lg-both claiming the other is responsible. I was told I have a repair scheduled 01-12-23 with A&E; called the repair company and they have no record of a service repair being scheduled for my address.

I filed a claim less than a week ago for a phone that was damaged. Not only was the deductible $239 which was completely absurd they sent me a defective device. After being promised another device to be delivered the next day nothing was delivered. The rep said everything was good to go yet he fed me b******* and was extremely condensending..to get me off the phone. Was never even shipped. This company not only is untrustworthy they have defective merchandise. Was told two different stories on why I couldn't get the same phone replacement. I'm ready to tell asurion and Verizon to take the defective items that they bent me over for and shove it! I have lost time and money dealing with this fir FOUR days now...but all I get is "I understand" keep it

I had spent over 10 hours on a problem with me phone several months ago. It was temporarily resolved. I was informed if issue reoccurred a replacement phone would be issued.

Initially, I was in contact with a very pleasant representative, Randy, who with excellent customer service and personality reviewed my file and after time was able to get me to another person who was able to obtain a phone replacement for me.

I had been on the phone for an additional hour for this issue and as I was being forwarded to the person who was to offer phone selections the line disconnected. I called back in with a representative asking me to repeat all the same questions.

I offered the same information and she persisted in having me repeat troubleshooting the whole issue again after an hour on the line. I went from friendly to demanding a supervisor. She transferred me to another co-worker, not a supervisor or any elevation. His name was Randy, he would not offer his full name. He told me I would need to continue the whole process again. Randy refused to escalate the ticket, he refused to review the file noting I was at the process I am to have my phone shipped today. The date and time I spoke with Randy was December 27, 2022 at 13:14 Centeral Time in the United States of America. First, I want Randy and the previous women who sent me to him fired and I want assurance this happened. They had lied to me and had no consideration that I had spent weeks months ago establishing a president for a new phone, and that I had spent and hour on the phone, which I cannot see how your records cannot indicate this.

Now, I want my phone replaced without fee! My next stop is an attorney. I am a physician and depend on this phone for pt care.

My husband's phone died Thursday. I called Friday morning and started a claim. I was told by a wonderful rep that someone would come to our house that day and set up a S20 for my husband. The person came to our house but could not get the S20 to work. He left it at our house and told us we'd have to file another claim. Not OKAY but whatever. I called Saturday and filed another claim. Another person came to our house and he couldn't get the S20 he brought to work either. Soooo, he left the S20 with us and we had to file yet another claim. The third time I called, I was told that our third claim had to go to investigation because we've filed more than 2 claims in a short amount of time. EXCUSE ME! First, it is absolutely ridiculous your procedure is to leave defective replacement phones with clients putting the burden on them to return it! Secondly, a claim should NOT be closed unless the client has a working replacement. Now, I receive an email Sunday evening telling me to call claims ASAP and was given a Claim ID number. I called - AGAIN. The person could not see from whatever notes she has to reference what happened so I had to explain it ALL OVER AGAIN. Now I have been holding for more than 15minutes because the poor unlucky yet sweet person who took my call is escalating our issue and is trying so hard to get it resolved. Why is it taking so long to get this resolved to our satisfaction? This is a no brainer. We have a phone that we've paid for insurance for years but it isn't working and we need a working replacement. My telephone number is [protected]. Please stop forcing me to have to explain what happened over and over. FIX IT NOW.

Asurion Claim # [protected]

Mark Cooper/ [protected]@cox.net

2327 NW 121st Ave. Gainesville Florida, 32609.

Purchased at Home Depot in Gainesville, Fl.

Check claim refund # [protected]

My brother is cerebral palsy, and can neither talk nor walk well. He is 73 years old. He reported this refrigerator as non functional in the first days of August /22. It was still under warranty. Finally, after months of errors and no shows from Home Depot, including repairs that didn't work, confirmation for a refund of $628.35 from Asurion was given.

A check of issuance was "processed" Nov, 28, and was promised to arrive in 7 - 10 business days. It is now December 15, (14 business days, not 7-10) and the check has not arrived. I was told to call back December 19, and then another check could be re-issued through priority mail, taking another 5 days. I have no proof of when, of if, a check was ever sent.

I requested a stop order on the check, so an email gift card could be sent, and was told this could not be done by one agent, and told it could be done by another. Meanwhile, my brother's home has been robbed, and we fear his mail is a target too, as they know a disabled man lives there. This is why we want this to be changed to an e-card.

I receive no call backs that I am promised from the accounting office. I asked for a tracking number and was told I would receive a call about that, and once again, received none. This is beyond fair and reasonable. It has been 5 months, and he has nothing. Please help my brother. If the check does not arrive by Dec 19, please allow an e-card to be sent. I have reported this to the BBB as well, and am seeking out other counsel.

Thank you. Kate Fountayne, his sister.

[protected]@gmail.com

[protected]

hello my name is Doris Ramos #[protected] Asurion decided for me to send me a gift card for my phone I put insurance on my phone to be able to replace it if it broke and they cut my calls when I was talking with them and they are still charging me $52 for to be able to send me my card for what the phone is worth and so I put the insurance on it so I don't accept that but they decide for one and they sent me the sticker so that I can return my phone, meaning that the one who loses is the client, so he wouldn't have missed it insurance post. etc. I wait for an answer or I will look for a lawyer..

I bought a warranty for each of the 5 basketballs that I purchased under the explanation of the manager that if I was not happy with the ball or it had an issue I would be given a full refund. I followed the instructions sent the ball back with in the time limits etc... (Yes, I jumped through all the hoops properly) and was sent a .1 cent check in the mail. A long ways from a full refund! I would not recommend this co to anyone to do business with. Seems like a scam co.

5 months ago sent laptop for a minor repair. Needed a screw or clamp to hold frame so I could see screen without holding it with my finger. A month later they are waiting on part. Month later waiting on part. Finally last month sent my a email that it is not repairable. Ok then send it back. No we throw it away. I have business, nonprofit and personal files that are required for me to save and I can't retreive the data and I never gave them permission to throw my laptop away. I hope you can resolve before I sue them.

Purchased Asurion extended warranty plan through Home Depot when I bought washer in 2020. Unfortunately I had to call for service in September 2022. So they ordered a part. The first service call repairman was very rude and did nothing accept order another part and reschedule appt. 2nd repairman replaced the two parts, did not run wash cycle to test repair. Closed the service request. 5 days later I wash a load of clothes, machine doesn’t work. Called in another repair, asurion orders another part. Repairman comes back says he doesn’t think it’s that part, orders another part and another repairman comes out. Washer still doesn’t work. They never close out these service calls because washer not fixed. Fast forward to November 18, and 7 repair visits and 6 parts replaced and nothing has fixed the washer. They have lumped all these service calls under one claim so I will never get the washer replaced under the 4 claims for the same failure. And they ordered another part and appt again. This is a scam on the consumer and a vicious cycle of never ending parts and service calls. Home Depot should be ashamed of this product they sold their customers and must have realized their error and switched to another extended warranty provider and left their customers to pay the price. So disappointed in the dishonesty of HD and most of all Asurion. One of their techs I’ve been unfortunate to have has no customer service in him. Rude, disrespectful and hostile. Will have to get constable to be here if he ever shows up again.

Was on the phone with Menny employee number 300343 and everytime I tried to explain my situation she would get loud and just keep talking over me. I proceeded to ask to speak with her boss and she hung up on me. Great people you have working there. I will never do business with this company again. I am going to report to BBB and blast on Social Media to avoid at all cost.