Asurion
Reviews and Complaints

• November 01, 2020 washer making shrill sounds
SIS VA made repairs

(5) 02/20/2021 GE appliance service replaced water pump

(6) 08/02/2021 Called Home Depot Appliance services protection plan.
PROBLEM: Not completing rinse and spin cycle. (clothes still very wet)
They set me up an appointment with
Towson appliance services for 08/06/2021 claim no [protected]
Service rep said it needed a new control board and he would order it.
08/13/2021 service rep replaced control board. After he left, same problem with spin cycle
08/16/2021 Called Towson appliances and informed them the fix did not work. I was told by their rep that they could not fix it. I said guess you are passing the buck and she replied yes
Called Home Depot appliances to make a new request for repair.
(7) Assigned to SIS VA scheduled appointment 08/18/2021 12 to 4
08/20/21 rep saw error code, needed to contact co and would get back to me
08/27/2021 Rep from SIS changed belt on washer, ran test appeared to be working OK

10/25/2021 After the last repair, we could wash most laundry ok but if we have a few larger towels in the washer, it still has the same problem. The towel are soaken wet and have to be wrung out by hand.
It is apparent that this problem is not totally fixed. The washer is only 4 years old and you can see that we have had several service calls in the last year and the problem is still not fixed.

10/26/2021 Called HD protection plan [protected] about the issues and was informed it would take 2 business days for a decision by a supervisor under claim no [protected] and they would contact me in 2 days.

11/2/2021 No contact from Asurion, called again and was told that my protection contract had expired and the case was closed. I informed the rep that our policy had not expired and does not expire until October of 2022

11/9/2021 10:15 Went to escalation dept. spoke to a supervisor named Yohann on why policy was canceled. He would have a response in 48 hours
11/12/2021 Friday 2:55 pm I called Asurion due to no contact from Yohann. I was told once contract reinstated he would begin the buyout process.

11/12/2021 4:38 pm called by Yohann [protected] Nashville TN msg voice mail that as soon as the contract is reinstated, he can proceed with the process
Corporate office [protected]

(8) Nov. 14, 2021 received service request [protected] for washer. This would imply that the contract has been reinstated.
Nov. 19, 2021 called Ausurion escalation and wanted to let Yohann know that the policy has been reinstated and I was contacted by GE appliance repair and they were coming on Saturday 11/20/21 to look at machine

(9) Nov 20, 2021 GE Appl. Repair arrived to look at washer. Technician reported that the washer has the wrong mother board. Unfortunately they do not have any available until Jan 9, 2022.
Called Asurion requested that this information be sent to Yohann in escalation department for review

Nov. 22, 2021 no call back from Asurion, called again, spoke to escalation dept, explained situation they will give me a call back tomorrow. I am not holding my breathe based on past performance

Nov 23. No call back from Asurion. Am I surprised. We are tired of dealing with a machine that cannot be fixed and want to declare not fixable and get a refund so we can buy another washer that will work.

Jim Donoghue [protected]

After hours dealing w trying to get my claim filed, I was eventually told it would take 2-5 days to receive my replacement phone, which is 2-5 days longer than I've ever waited before. I have no working phone and cannot access anything as my google password is on my phone, I haven't been able to check on work inquieries or use any of my paid google accounts! She told me it wld be sent and there was nothing more I had to do.
After 5 days I checked the claim, they hadn't even sent It! They wanted me to verify the address... which they had incorrect! Their very basic web site wouldn't let me correct it and said I have to call! I have no Phone! that why I'm dealing asurion! This is Garbage customer service and ive had no phone or email or any google related apps I need for 5+ days!

In August we returned a non-working damaged phone to Asurion In Their Return Envelope via USPS. In October they sent a bill to our carrier T-Mobile for 143.00 which raised our T-Mobile bill to a whopping $400.00 We called T-Mobile who called Asurion. Asurion told us that the package/phone had been received by their warehouse but that they had not yet scanned the device in. USPS received the phone in the envelope in AUGUST and Asurion's warehouse who admitted to receiving the package for all of September and much of October Did Not scan the phone in? Now after T-Mobile has hit our bank account for $400 Asurion is saying that they got the package but the phone was not in it. As of this date Asurion made no effort to contact us but they are quick to lay the blame at the couriers feet (USPS). For all the time that has passed the phone could be lying some where on Asurions warehouse floor or in some container or it could have walked off the premises by now. If Asurions warehouse is in this much disarray I cannot help but wonder how many other people they are pulling this stunt on? Bottom line Asurion owe us $143.00.

I purchased my Samsung dishwasher in June of 2018 along with a 5 year repair/replacement warranty. August 12 of 2021 my dishwasher became inoperable giving an LC problem code. I contacted the Home Depot appliance protection plan to report my need for assistance in resolving this issue. I have spoken with approximately 15 different representatives of Asurion (Home Depot Appliance Protection Plan) overseer and 1 supervisor. Dishwasher has been inoperable since 08.12.2021, it is now 10.28.2021. Dishes have been washed by hand since 08.12.2021. HDAPP Representatives have stated parts were ordered and in the hands of RnS Appliance repair since 09.15.2021. I have had four (4) scheduled repair dates but no repair technician arrived nor contacted me concerning a possible rescheduling of repair dates. I/we were told that scheduled repair tech would arrive between 8:00 am to 16:30 pm on scheduled dates. We were available for all scheduled appointments, taking time from other duties to be available. As of 10.28.2021, we have yet to have this issue resolved. At this point, I am unsure if this issue will be resolved satisfactorily.

I purchased a 60 inch Visio TV on 5/27/2018 and purchased a 3 year extended warranty. On 2/20/2021 the TV backlight went bad causing the screen to turn blue. We watched it for a while hoping it would clear up but only got worse. On 4/26/2021 I filed a claim . The service claim # is [protected]. I would prefer to receive a refund, but a repair or return is also acceptable. For your reference the TV was purchased at Wal-Mart in Crookston, MN. store # 03578 and TC# is [protected] 6.

Ok now get this I just filed a claim on my Alto's speakers from Guitar Center. I purchased a 2 year Pro-coverage plan thru Asurion. Well guess what I found out today? Now take this I've been buying this insurance plan since Guitar Center opened. I called Asurion to file the claim to get my speakers fixed. They asked me the date of the purchase. I told them March 24th 2021. Well they informed me that I had to call Alto's because it has been under a year of the purchase date and alto's has a 1 year manufactory warranty and it is still in affect and they would cover the speakers. Asurion said it would have to be past a year of the date of purchase for them to cover the item. So I said to them so my 2 year pro coverage plan that I purchased from Guitar Center would start after the 1 year manufactory warranty date. The agent said no it started the day of purchase.

THIS IS [censored]. I PAID FOR A 2 YEAR PRO COVERAGE PLAN. I WANT A 2 YEAR PLAN. THEY NEED TO CHANGE THE WORDING OF THE POLICY TO EX-TENDED WARRANTY!. THEY TOLD ME TODAY AND THE AGENT AGREED THAT WE ARE ALL GETTING SCREWED OUT A YEAR. SO REALLY THE 2 YEAR PRO-COVERAGE PLAN IS A 1 YEAR PLAN BUT YOUR PAYING FOR 2 YEARS.

Ive been trying to get my phone replaced since 10/5.. Its now 10/8 at 7:38 pm.. Ive been told different things by different reps. Ive been assured numerous times that my phone will be shipped. Once it was shipped but then it was returned back because when they sent a message to my cell (the lost or stolen one) the thief said they didnt need it.. So then the next day I sent the affidavit and id to verify my identity.. Then I had to wait yet another 24 hrs.. I was assured it would be shipped today but that address needed to be "reviewed" but that it was a simple process.. Well I called back tonight and I was told that it was again denied because there was usage on the stolen phone and I needed to call verizon and get the last usage date.. Well last I knew it was on the 6th.. The same day I sent the affidavit in. Verizon and the asurion rep were both on the phone when I had the line suspended. So every time my claim was denied that meant a new claim and id have to send in the same documents each time.. I need my phone for my job. This is affecting my job and income.

I'm jumping through all of their hoops plus some. None of the reps have a clue what they're doing. Its frustrating that each time I call, I have to explain the situation over and over. Which means continuously holding and then finally someone helps me.. Or answers the call I should say.
This is by far the crappiest company to deal with. Nobody seems to have a clue. Im sure im not the only one with this situation. I am beyond pissed. Id rather go through a carrier that doesnt use asurion because they are of zero help!

Service request was opened on July 11, 2021. Service request # [protected].
Service provider came out and found issue. This is a 2016 cub cadet mower. The parts could not be found by the service provider. I was told a buy out would be given to me. Then the parts department of Asurion said they could order the parts. I was told they would arrive by Sept 30. Still no parts. I was told another buyout would be offered since the parts have not been found. I was called last night on 10/5 and told they cant offer a buyout because the parts might be available and they just dont know yet. How long do I have to wait for this?

On 24 September 2021 I discovered my Apple XS iPhone was no longer working. I took the phone to the nearest Sprint repair/dealer. They advised me to file a claim with Asurion. I contacted Asurion on the same date. Advised them of the problem provide them with with my address of 7245 Captain Kidd Reef Pensacola, Fl. 32507. I paid for overnight shipping, and thought my issue was done.

Now my problems just began as the Asurion rep transposed my address to 2745 Captain Kidd Reef. Her mistake, not mine. I know where I live. This is where my problems started. On 24 September 2021 I was notified by email that the device was returned because of a bad address. I contacted Asurion using a neighbor's house phone, they advised I needed email to continue the process. I was at a neighbors hose, I had no email. They provided my with a verbal test to make sure I was who I said I was. Then advised that it would take twenty minutes and they would call me back. It never happened.

On 24 September 2021 (3hrs later) I called back spoke to the same rep, however she disconnected from me. I called again spoke to rep (Jeff) he too disconnected from me. Called again spoke to a rep, she as vises that the verbal test would go to an adjuster and within twenty four hours the adjusted would submit an approval, and the device would be shipped, arriving Monday.

On 25 September 2021 at 1:30 pm I called Asurion I was advised an adjuster would look at it Monday. I explained the device was already shipped to me, why not ship it again to the correct address. I was told the suspected fraud.

On 27 September 2021 I contacted Asurion rep advised them I was going to Michigan Wednesday, could they over night the package for arrival Tuesday. I provided them with the address and I was also transferred to a second tier (almost a supervisor) rep named Likea. She stated that she was giving the adjusters and a supervisor all my info and troubles. She had put me on hold and would come back with the results. Ten minutes later she said she would call me in the morning as the adjusters were still working on the problem.

On 28 September 2021 at 12:00 pm I called Asurion and asked to speak to Likea. I was advised that there was no way to connect to a rep as they wouldn't even know who Likea was. Again I had to go through the same mindless problem. This time I had to submit a picture of my drivers license and a loss form. I was told that they would be calling back within the hour. I downloaded the information providing my DL and filled out form, then uploaded it. Never hearing from them again.

I believe Asurion at best is practicing unfair businesses practices by taking in insurance fees with the intent to wear out the consumer to never return product. At the very best these are a slight of hand technique and the very least is an organized scene to defraud. I have spent at least 4 hours on the phone, where this problem should have been resolved with one phone call. The incompetence is off the charts.

Since all my other efforts have failed, please assist me with my issue:

I bought a Espressione Concierge Fully Automatic Bean-To-Cup Stainless Steel Espresso Machine on 10/24/2019 (receipt attached).

I bought the Home Depot 3-Year Protection Plan for this machine on 11/08/2021 (receipt attached).

The following is a chronological order of attempts to have my product serviced by Asurion.

* On 9/3/2021, filed a claim (service request [protected]). I was told that I would be given a shipping label within 24 hours.

* On 9/6/2021, I still had not been given a shipping label so I contacted Asurion for assistance [protected]). I was told as of that time they could not find a local repair service provider and that they would contact me with 2 days with a notification that a provider was found or that they were going to reimburse me the cost of my product.

* On 9/9/2021 (3 days since my 9/6/2021 call and 1 day beyond Asurion's 2 day deadline), I re-contacted Asurion for assistance [protected]). I was told that a repair service provider was located and a shipping label would be sent to me within 24-48 hours.

* On 9/12/2021 (3 days since my 9/6/2021 call and 1 day beyond Asurion's 1-2 day deadline), I sent a webpage message to the Asurion leadership team because I still have no shipping label and it has been 10 days since my claim was initiated.

* On 9/13/2021 (4 days since my 9/6/2021 call and 2 day beyond Asurion's 1-2 day deadline), I resent a webpage message to the Asurion leadership with an update because I still have no shipping label and it has been 11 days since my claim was initiated. On this date, I re-contacted Asurion for assistance [protected]). I was told that a management team rep would call me within 24 hours. I do not have confidence this will occur, but that's where we are at now.

Since this claim was initiated, I have never received a call back from Asurion. It has always been me reaching out to find out what the status was on my claim and shipping label. BAD CUSTOMER SERVICE!

Could you please assist me so I do not have to continue with this fiasco I can be contacted at fred. [protected]@gmail.com or [protected] with assistance or a decision.

VR,
Dr. Fred C. Duecker, Jr.

was suppose to have an appointment to have cell phone repaired between 3pm and 5pm. was told tech would call 30 mins before they show... never got the call or show. called and reported to there support and they tried to called tech several times and they didn't answer. they refuse to bump anyone to fix there mistake and told me they would have to just reschedule till a week later. this is completely unacceptable when you pay for insurance to fix your product swiftly.

I filed claim 3 weeks ago on internet. I stopped in the middle as the site tried to replace my Samsung A 51 with a Samsung A 02. The A 51 is 5G, has 128 gb and a superior camera and all specs. The A 02 is available retail for under $ 99.00, has 32 gb and IS 4 G. I called Asurion and indicated the A02 was not comparable and was not acceptable as a replacement as it is so inferior its not worth discussing. Also, the insurance deductible is $ 130, almost 40 more than the current retail of a A02. The agent agreed and offered to ship a Samsung A51 for delivery in 3 days . It failed to arrive. Instead, you shipped a Samsung A02 and I did not open bit called customer service again.

Second time, agent once again agreed that the A092 was not a comparable device and agreed to hip a Samsung A 52. It did arrive. It is cracked and glued together clearly a bad refurbished unit. The on off button does
not work. THE SAMSUNG THAT CAME IS NOT A CRICKET PHONE. ONLY CRICKET PHONES WILL OPERATE ON CRICKET 5 G. I immediately called again and was assured a CORRECT, NOT BROKEN replacement would be quickly sent. I did not ever bother to activate. I called you again.

Third call, again the agent apologized and agreed to send a Samsung A 52. Now, I received email the Samsung A 02 is out of stock and replacement has not shipped and I should check back in 48 hours. The Samsung A02 is NOT ACCEPTABLE AND NEITHER IS A GARBAGE REFURBISHED PHONETHAT WONT WORK ON CRICKET 5G.

YOUR FAILURE TO HONOR WARRNATY IS OUTRAGEOUS. YOUR CONSTANT ATTEMOT TO DEFRAUD ME WITH A FAR LOWER QUALITY PHONE IS EMBARASSING. EITHER SEND THE RIGHT PHONE OR REFUND ALL PAYMENTS TO YOU FOR INSURANCE IMMEDIATELY AND MY PREPAID DEDUCTIBLE.

I HAVE WASTED OVER 5 HOURS CALLING YOU.

The problem all started when I had requested a replacement phone way back in 2017 as I had temporarily lost my phone but found it within a couple of hours after reporting it lost. I called to inform Asurion that and I returned the replacement phone that was shipped as soon as it was delivered.
Now that T-Mobile has bought out Sprint, I have to upgrade to a T-Mobile account. I went to the T-Mobile store by appointment and the said they could not help me because I had a "network lock" on the phone. I then called Sprint customer service to find out that Asurion had my on a "negative list", whatever that is supposed to mean.
I had been calling Asurion for six days straight to find out the status of my Asurion account, and they kept telling me that it should be taken of the list within 24 hours... well, it never was. I heard the same damn thing every day I called back... "give it another 24 hours... that's unbelievable! I would never do business with this company again. They are either incompetent or just don't care; but whatever they are; they have the most incompetent or bunch of liars in a company I've ever had to deal with. I will just forget about them and go to Verizon and never deal with Asurion again, I pray.

On July 15th we received a replacement I-Phone 8 64GB. On July 17, 2021 we sent the damaged phone back through USPS placed in a mailbox . It is now 8/19/2021 and I was charged $345 for non return. It immediately felt like a scam when they asked for my debit card at the time of the replacement and who would not send the replacement if I didn't provide it. Who wants to keep a broken phone right? Well it was mailed and they alledgedly never received it. It was sent in the pre printed envelope and now its is lost. Why would I keep a broken phone? Now I have no proof I mailed it and they won't issue a refund until they get the broken worthless phone. I originally mailed it and they send it back to me. Now how am I supposed to hand in a phone that they possesed and gave back to me because i was irrepairable. I cant give them the broken phone as it seems to be lost in the mail and I have now paid for $500 for a phone thatis only worth $150. NO one has a solution other than handing in broken phone which i do not have.

Samsung mobile phone stopped working end of june was a galaxy A51 received mailing package from Asurion to send back phone for repair or replacement as insured by sprint t mobile 2 weeks later no response or phone replacement or repair if you call the wait is always long and you get nowhere while sprint now t mobile are still billing me for a phone i do not have the use off this is most unsatisfactory especially as i have paid all my bills on time to t mobile service is crap

I originally filed my Warranty Claim for my GE Refrigerator on 7/31/21 - I have been assigned false repairs by an unauthorized vendor - for the earliest repairs 8/10/21 - I later found out from the Vendor Jack's Appliances that they are not authorized to service my GE Refrig. Then they assigned ADA for repairs 8/4/21 and they do not service my area, Pahrump NV. I called them several dates asking for a buyout because my Refrigerator is broken and the front panel is not working - the door is opening up - the front panel is broken - the ice maker is broken and the food in the freezer is defrosting - the temperature is not holding and I have to check it several times. The water line broke within the freezer. This is my 2nd claim on the refrigerator, and it was never fixed properly the first time either. The next available service appointment for a technician is 8/19/21 - pm... I initially filed this claim for a broken refrigerator on 7/31/21 - that's 20 days out for repairs and a technician to come to my house for repairs. This is not acceptable to me. When I purchased the plan I would expect repairs within a week. This warranty service was not available and every time I called I was put on hold, disconnected, having to call back several times. Now they are offering repair service - only one that is authorized to my house 21 days later, unacceptable warranty plan that Home Depot offered. Home Depot now provides warranty service plans with Allstate and that guarantees service within 3 days and has dropped Asurion home warranty plans. My Asurion warranty claim # [protected]... filed on 7/31/21 - no service available for my GE refrigerator until 8/19/21 - not acceptable. I want a full buyout refund of $1050.00 refunded to me for a new refrigerator, delayed warranty repair / inspection of a technician for 21 days out is definitely not acceptable warranty service plan coverage.
Service Center phone # [protected]. Asurion has all my warranty information of GE model refrig # GSS25GMHES. Date of service call filed on 7/31/21. Claim # [protected]. Asurion has been called over 20 times by me. Talked to various escalating Supervisors as well and reps.

I am writing to express my absolute disgust and anger at your failed extended "protection" plan policies for Home Depot appliances. I purchased approximately $5, 000 worth of kitchen and laundry appliances from Home Depot in 2017. At the time of purchase, the Home Depot sales associate recommended purchasing the extended "protection" plan in case the appliances needed maintenance or repair. I purchased a 5-year extended "protection" plan that cost approximately $500.00 for five appliances under Asurion. I have never filed a claim to use the "protection" plan until two days ago when a very large container of liquid laundry detergent fell off a shelf in the middle of the night and spilled all over my washer and dryer and onto my laundry room floor. I did not discover the spill until mid morning the next day. The spill was so extensive that I had to pay a to clean the laundry room floor.

Now, about your failed Asurion "protection" plan. After the spill, I noticed that liquid laundry detergent seeped into all the seams of both the washing machine and dryer. I also saw that liquid detergent seeped into the tumbler where my clothes dry. I called Home Depot to file a claim under my make pretend "protection" plan with Asurion. I wanted to have both the washer and dryer serviced to make sure there was no damage to the parts of the machine for the reasons stated above -- detergent seeped into the appliances. At first, I was given a number to call Allstate Protection. The number I was given never rang and further, as it turns out my "protection" plan wasn't even with Allstate but Asurion.

When I was finally able to speak with someone at Asurion I was told that because there was no "natural" or manufacturing cause for any electric or machine damage my appliances were not covered. I questioned repeatedly whether Asurion could guarantee that there was no damage, and they could not. Rather, the associate said that "under this scenario, the protection plan does not apply", he couldn't help me any further, and he hung up on me!

Home Depot is quick to take my money and make a sweet argument for extended "protection" with companies such as Asurion but when it comes time to use the extended "protection" suddenly, the "scenario is not covered". The sales associate at the time of purchase made the case that I could get extended protection -- apparently this is false.

Asurion has revenue estimated at over $6 billion according to financial information from 2019. How much would it cost to send someone to inspect the unit and clean it? Honestly, considering your annual sales -- to not process my claim is just another example of dishonest sales and failed customer service. Now I understand why people lie to get service from their "extended protection plans". Luckily for Home Depot and Asurion I am an honest person and told the truth which got me no service on an extended "protection" plan. Home Depot and Asurion want your money and that's about the size of it.

Signed an angry and disgusted customer,
Antoinette Freitas
Aiea, Hawaii

My replacement phone doesn't work, I can only hear when on speaker. Since I'm having shipped to my vacation home and it's a different address then billing I have to wait 24 hours to have new one shipped out. This is not my fault but I'm having to wait.

I have called several times and have been given the run-around again and again. One of the worst companies I have ever dealt with in my life! I will never insure anything with them again.

Monday, July 12th I called to file a claim on an XR phone that was damaged & non usable. I explained to them over the phone that the phone needed replacement & had been checked out/ could not be repaired. Jim (Employee # 476060) who I was speaking to said, he could not email or contact a supervisor for help with the situation. He said, he was the associate we needed to speak with. My husband & I were on the phone with this associate, as we were put on hold several times for over an hour, to be told in the end that we needed to take the phone to Apple care to get checked out, 1st before they would replace it. He finally transferred us to what they called a manager. When the call was finally transferred they hung up with no words or call back. They had my call back #, as well.
We were going on vacation & just wanted this resolved. The day of our vacation we spent a day getting a replacement through apple with a cost. We had to then go to T-Mobile to get a new SIM card, which took another 2 hours. This event ended up taking all day to replace when Asurion should have resolved the issue in the 1st place. Why do I pay for insurance through T-Mobile/ Sprint if they are not there to help?
The hoops that we had to jump through is absolutely ridiculous. I will be filing a complaint with Better Business Bureau, Asurion, & T-Mobile/Sprint.