Johnel Apm

Rip off

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My screen got cracked. I called asurion to file a claim.

First they tell me im not coverd. So I call Verizon to complain Verizon calls asuron and explained I had coverage. Then asurion says well the insurance adjuster must review your claim and it could take 72 hours. I ask what is it that they need to review.

They told me they couldn't tell me. So I call Verizon back. Verizon calls them again. They tell Verizon its in review for 24 hours.

We ask what is it they need Verizon already had verified everything. They again say they don't know. 24 hours later I check the status of my claim its still in review. I have never filed a claim.

This is crazy. Im not requesting another phone. Just my screen repair.

No one can seem to tell me what it is there reviewing. I wish I could get all the money I have been paying for this rip off insurance since I had this plan 6 years.

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Reason of review:
Order processing issue
3 comments
Guest

Asurion is a scam. AVOID ALL ASURION PRODUCTS!

Guest

I'm sick of them too. I brought my lg v20 in because the microphone wasn't working any longer.

The service tech couldn't fix it so he said he'd have to send it out. Asurion calls me and says they cannot fix it due to water damage. The phone has never seen a drop of water in its life. The service tech made no mention of it either.

So Asurion says I can pay $225 or have the device sent back. I told em to send it back. I get a call from the Sprint store they received my phone and I spoke to a service tech who admitted to me that the original service tech who worked on it said there was no water damage. It's a scam.

They can refute any type of warranty or coverage by just saying water damage. I'm going to look at other phone insurance providers

Guest

ha - we called for just a screen repair -- they shipped out a new phone and banged me 168.00 ded for it -- didnt ask for a new phone just the repair --- att worked with me -- but asurion was rude - disrespectful and hung up on me twice -- and of course they have no way of getting u in touch with the rep u were previously speaking with -- i deal with insurance companies on the daily for my job -- but this one takes the cake --- complete BS

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Anonymous

No record of my returned device that they had for 23 days

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2 Asurion claim specialists told me the WRONG info on shipping of my returned device so could not refund my 175.00. It took me calling my carrier,tmobile, to confirm that YES, I was correct that UPS did deliver my phone back on time and assurion had my phone since June 1st. I had to call asurion back, give them the tracking # . 50 min of my Sunday because asurion claims that my pkg was suppose to be returned by USPS. I as the customer, had to find proof that asurion had my return! They had my return for 23 days and no refund. Completely unhappy and frustrated. I asked cust service Gail, to have employees be knowledgeable that some cell phone carriers use UPS and not to tell customers they returned pkg by wrong delivery service.
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Reason of review:
Problems with payment
Carlos B Slc

Horrible experience

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43939**** claim number File a claim for a cracked screen. Paid my deductible, scheduled a technician to come to me and replace me cracked screen. I was very impressed. Scheduled dile today Saturday between 8am and 11am. Waited for over 3 hours and no technician, phone cal, text message, email, nothing. 3 hrs wasted. Now what?
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Reason of review:
Order processing issue
Resolved
Braylyn Fyy

Resolved: Not honouring their warranty cellphone program

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Updated by user Jul 20, 2018

Following my complaint in mid-June, was phoned by Asurion to explain (again) to me why they would not reimburse the warranty portion for my iPhone. In early July, they phoned me again, and let me know that if I submit my phone receipt, they would reimburse me for the amount of the warranty ($810).

July 19, received payment for the full amount of the warranty from Asurion. I would like to thank them for following through on their original warranty, and would recommend that they ensure they are very clear, with future customers, with any deadlines that must be met to ensure warranty replacement.

Original review Jun 12, 2018
Made a claim with Asurion in late 2017, had to purchase my own replacement phone as Asurion had no models left of the one that was damaged. Was told to purchase new phone before early February, which I did (Service provider for my phone is Rogers (in Canada), and Rogers changed from Asurion to another warranty company in early February 2018). Faxed claim, copy of receipt to Asurion in early March, 2018 and have been told they will not honour the claim due to the time it took to get the claim in. Understand that, however at no time did they let me know there was a deadline to submit the claim, only that the phone had to be purchased before early February. If they had let me know there was a deadline, I would have ensured I met that. Now out the cost of the phone - $1,000, plus I paid into their warranty program each month ($10.00 per month). Not impressed with a warranty that doesn't state its conditions clearly!!
View full review
Loss:
$810
Cons:
  • Would not honour their warranty
Reason of review:
Warranty issue

Preferred solution: Full refund

Dante V Lre
map-marker Sterling, Virginia

Don't trust them

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I have an appointment set up for them to come out to my business and fix my screen. I was advised the technician would call me 30 minutes prior to showing up and giving it to our window. When the 2-hour window was up I checked the website for the status of my repair to find that the status was showing repaired complete. When I called into the company the driver had claimed that I was a no-show and then he called me. Clearly the driver never even came into the company to ask for me and my phone log clearly shows that no one has called me. I can only do said no one came at all because why would somebody drive all the way out there and not bother to come into the company or to call me and say that they were there. When I called customer service to rectify the situation I was informed even though I had already weighted over a week for them to come out I had to wait another 10 days for them to put me back on the schedule. At that point I just had to pay to have a new phone shipped out to me. Customer service was not willing to rectify the situation by putting me on the schedule any sooner or deducting any amount of money off of the deductible for what had happened. I don't feel that that technician who clearly lied and did not do his job represents all of the company but I would not let that technician work another day for the company.
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Reason of review:
Poor customer service
A R Ofc

Customer Service is HORRIBLE

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Purchases a high end phone at WalMart, also purchased Asurion insurance. Phone screen broke, it's covered under insurance.

Now the tricky part, just try to make a claim! It's near impossible to get a human being on the phone, all options say do it online. Try to register product or make a claim online, it can't be done because even though the phone is the newest model it's not on the model list, the carrier isn't on the carrier list so I can't go any further online. Make phone call after phone call just to waste my time trying to get a person.

When I got a person I got the run around through 5 agents. I was given an email to send a copy of my receipt, sent it 4 times all came back as undeliverable. This is frustrating and horrible customer service.

If you want people to do everything online then update your lists to cover the products we're buying!! This is unacceptable and the second time I've been through this, a year ago when trying to make a claim, the same thing.

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Loss:
$955
Cons:
  • Being given the run around for days and numerous phone calls
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Jozette Yre
map-marker Nashville, Tennessee

Another disappointed consumer

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Updated by user Jul 11, 2018

We never got a satisfied response from Asurion or appliance repair. We will never use Asurion for appliances asurion. We will shop elsewhere.

Original review Jun 07, 2018
We bought a refrigerator at Home Depot and bought an extended warranty with Asurion. The first time we called for repairs, a repairman came who didn't know what he was doing. That took 3 weeks. A second repair call sent a repairman who fixed the issue correctly. A third call for another problem took a week for a repairman to come out to diagnose the problem, but he didn't carry parts with him. Then it took 3 weeks before he would return with the part. That was one month for the fridge to get fixed. Asurion didn't try to get our fridge fixed any faster, either by another repair company or demand the first tech expedite the repair. We got tired of the run around and reported Asurion to Home Depot. They replaced our fridge, which is what Asurion should have done.
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Reason of review:
Order processing issue
2 comments
Pema Rzo

Wow... our LG refrigerator died on May 9.We are sitting here with no fridge on June 7.No help from Hope Depot.

And Asurion is surely a criminal enterprise.A little google searching reveals that there are so many of us in the same boat. It looks like hundreds easy.Has anyone found a way to get them to do something? It really seems like a deceptive pattern of abuse.

Our Case Manager is Ebony Woods in the Nashville area and I could not imagine a less helpful person.Look her up. Her claim to helping us it that she returns our calls 1-2 times per week.

Jozette Yre
reply icon Replying to comment of Pema Rzo

Oh no. Our 1st case manager was Carmen.

Then we got Brooke, which was worse.I just walked into the local Home Depot. Walked straight to the appliance center and told them and showed them my proofs of dealing with Asurion. The girl got a manager and I gave him the details.

But our refrigerator is a small apartment size and was $350. But I would still go to your local Home Depot appliance department and take every contact and proof you have of it.

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Helen G Kyl

UPSET AND FRUSTRATED

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What Asurion claims to provide their customers is a complete lie. In my particular case not one staff member nor supervisor was able to help me with my issue or at the least offer me some kind of solution. I did my part in paying the $150 deductible for my IPHONE 7, as well as providing copies of the information that was required in order to file the claim. The phone arrived 3 days after the claim was created and wait for it, a "rigorously inspected" IPHONE 6 was what I received. The phone itself would not even work past the white apple screen! There was no activating the wrong device that was given to me. When I was able to reach a working phone I immediately called Asurion customer service. I explained to the customer representative, Lena, that I was given the wrong device and it was a device that would not even activate. I explained to her that I had been without the phone for a couple days and I was extremely upset and an unsatisfied customer. Being that I had already done my part as the consumer (paying the monthly insurance fee, the $150 deductible, the information required to file the claim etc.) I believed that Asurion should have done more to accommodate me and offer me a solution. Instead I was transferred to another customer rep. Nikki who informed me they could not do more for me at the moment and I would be receiving the new device tomorrow. When I questioned the quality of the phone, Nikki was so kind enough to let me know she was not sure what phone I would be receiving. In her words she did not know "what phones were laying around the warehouse." I was completely shocked to be informed that my $150 deductible + monthly insurance fees, pay for a device that is just lying around as well as horribly refurbished at that. That is absurd and not acceptable. I would NOT recommend Asurion to anyone unless I did not like them and wanted them to endure unprofessional customer service reps. Thank you.
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Loss:
$150
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

1 comment
Guest

Already provided

rose g Lps

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Verified Reviewer
| map-marker Nashville, Tennessee

Asurion and awfully bad customer service

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Bad customer service at Asurion insurance. I went to AT&T store last night and tried to file a phone claim which is my 1st and we have been with AT&T customers for over 10 years with multiple phones throughtout our time with AT&T with our youngest child now with an Iphone X and this is his 2nd phone with no damage to any phones up til now.

My Samsung note 5 port charger disintegrated and I was actually going to upgrade to a new phone next month too for this phone. Since I need my phone for work, I thought it would be a quicker turnaround time to get my replacement phone. But, the AT&T rep said my phone was in backorder and I should contact Asurion directly myself. When I called Asurion, they said my phone was not in backorder which I did see it was when I was at the AT&T store but i had to send in paperwork which takes up to 24 hours to review and then they can ship my phone in 1-2 days.

Again I stressed that I needed my phone asap and I would send in paperwork with no problem but Asurion rep said she cannot do anything further so i spoke with a supervisor, Angel. he was actually rather rude and condescending and said that we had to follow steps and that they will ship my phone out in 1-2 day when they finish reviewing my paperwork. I explained to them we had insurance for multiple phones over 10 years and this is my first claim and he said he cannot do anything else and said we have to just wait for the phone when it gets shipped to us.

This Asurion customer support has left a bad taste in our mouths and we will no longer be insuring any of our phones and will think about switching phone service as well because we want to keep insurance on our phones but not with Asurion. just rude customer reps

View full review
Loss:
$500
Cons:
  • Customer service
Reason of review:
Poor customer service

Preferred solution: Price reduction

Jonathan D Tyc

CLOSE DOWN THIS COMPANY!! WHOS WITH ME? THIEVES CRIMINALS!!!

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These low lifes not only got the broken junk note 8 sent back 2 months ago. Now there deciding to try and charge me 10x of the value of the water damaged ,broken screen phone that I paid $300 for on warrenty now they want additional $900. Lmao I have started a class action suit with company on theft charges and fraud. I have 50 people on board and growing when I hit 200+ we are closing this company down.

You screw us assurian we as people will take you down legally.

You wanna be apart of law suit please email me at

Crushassurian2018@***.com

Get back your hard earned money from these thieves.

Assurian you wanna talk find my # and lets talk.

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Reason of review:
Poor customer service
Abderahim f

The worst

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I been paying for my two phone insurance for two years.i did loose the two phone in the same day . I claim my phone I got my phone claim with no problem. When I star claiming my girlfriend phone they star to give me all the problems. They say that I claim the phone twice and that the phone ID it the same. I call my provider and this call the insurance.i been going back and forward for two weeks.and this never replace my phone.and I found more people have the same problems I will bring them to court
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Reason of review:
Order processing issue
Anonymous

Alaskans do not pay for this insurance!

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The services they offer do not apply to us as a state. It is false advertising! There is no screen repair here. Every service they offer leaves you phone less for at least a week. Horrible
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Reason of review:
Order processing issue
SaaSha P

EXTREMELY DISAPOINTED

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Asurion - EXTREMELY DISAPOINTED
Asurion - EXTREMELY DISAPOINTED - Image 2
Asurion - EXTREMELY DISAPOINTED - Image 3
Asurion - EXTREMELY DISAPOINTED - Image 4

I'm not the type of person to complain but this service has been EXTREMELY disappointing all the way through. Today I received my laptop back after having it sent and being repaired for a cracked screen. I sent it knowing that the light scratches on the cover wouldn't be repaired because scratches aren't covered in the plan, and I didn't have a problem with that. However I did not expect my laptop to come back with a HUGE scratch that I hadn't left upon its return. I followed the packaging directions exactly, so I know its not my doing. I didn't send my laptop out to come back in a worse cosmetic condition than it was sent.. I'm attaching pictures of the light scratches that were present before and the huge scratch that is now on the laptop.

Not only that but a scratched up DVD of child's movie was LEFT in the CD drive of my computer a DVD I have never seen before and have no idea who owns.

For someone to repair a computer and leave someone else's movie in it is entirely unprofessional.

At this point I'm beyond frustrated after talking to multiple operators that wouldn't connect me to a real human being. I work at home from my laptop, and sending it out again will cause an even more delay on getting work done.

I hope no one has to go through this. I wouldn't recommend asurion to anyone they only send you through circles when you have a problem its ridiculous.

View full review
Loss:
$389
Cons:
  • Customer service
  • Negligence
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

2 comments
Guest

Worst company. I had a similar experience

Guest

Horrible company

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Carol E Utw

Bad service

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I bought a Coleman A. G. pool with extended warranty. The pump has gone out 2 times in 3 months. The second time I could not get a replacement in time to keep water from going bad. We had to drain the pool because of no working pump. While draining, pool got blown over by string winds, now Asurion will not honor the warranty and get us a new pump or replace the frame that would not have been damaged if the pumps would have worked. They won't even discuss it with me. They are rude.
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Reason of review:
Not as described/ advertised
lisa c Hch
map-marker Sterling, Virginia

They will do anything to deny a claim.

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They are not friendly and denied my claim after I purchased a replacement plan for a DVD player for my children. My family was on vacation when one of the DVD screens stopped working.

My husband accidentally threw it out when we were traveling, not knowing we had the replacement warranty. They will not take the remainder of the product without the second screen. Even after speaking with two supervisors, I was still told that they will deny my claim unless I send in the full product. So we spent $132 on a faulty product and warranty that they will not honor.

After looking at their BBB site, I saw 700 ish good comments and 2100 ish complaints. Many other people have had bigger issues with this company.

I will never buy an electronic device at walmart again and for sure will not purchase an asurion protection plan. Scammers.

View full review
Loss:
$132
Cons:
  • No resolution offered
  • Rude supervisor
  • It is a scam
Reason of review:
Warranty issue

Preferred solution: Deliver product or service ordered

3 comments
Guest

So basically your complaint is they won’t honor the warranty because YOU can’t send the whole product back? So HOW is this in any way their fault??

It’s your husbands fault!!!! You admit this freely!!! Had your husband NOT thrown it away you would have had a new DVD player. Since he DID they cannot honor the warranty because they need a WHOLE PRODUCT to send back.

So the question really is WHY? Why would you post a negative review over a situation YOU CAUSED? Why would you expect that they are going to change the security policies for YOU? Are YOU not an adult?

Are you really going to sit there and DEMAND that they give you your way when YOU screwed up? I hate to break it to you but this is 10000% on YOU and your husband. At no point did ANY representative inform YOU that it was ok to throw away a piece you needed. That was a choice YOU MADE and has zip to do with the warranty or the company that provided said warranty.

You’re just being sleazy and sketchy because YOU screwed up. PLEASE tell the entire world WHAT you use as a argument to justify not only your irrational demands at a product replacement AND your subsequent negative post over a situation that the warranty company had NOTHING TO DO WITH!

Guest
reply icon Replying to comment of Guest-1489649

@DurpaNo need to explosive rhetoric on someone trying to vent their frustration. A little kindness goes a long way. Not saying anything at all goes even further.

Guest
reply icon Replying to comment of Guest-1490617

You expect kindness? So you are endorsing what amounts to scamming and defamation?

There is a RIGHT and a WRONG. It’s wrong for the OP to PUBLISH what amounts to outright lies. It’s wrong for the OP to take her frustrations out on a innocent party. In typical female fashion she has transferred the responsibility from herself and her husband and put it on a company that couldn’t do what she wanted.

Not being able to fulfill her demands at a full replacement is because she and her husband screwed up. No if ands or whatevers. She admits that her husband threw away the broken monitor. Then expects a replacement without the full product to return.

Then when she is told NO she gets online and makes a negative post. In today’s webworld where consumers go online more and more instead of actually moving a FAKE negative review is far worse then a REAL one. The OP is WILLINGLY and SPITEFULLY publishing LIES! You think she should be shown kindness?

I say REALITY isn’t kind. I say that SOMEONE needs to smack the *** out of her like our parents did when we would pull that “It’s not fair” tantrum in public. Coddling people like the OP is what has led us to situations like this. If she can’t be adult enough to accept her and her husbands LEGAL RESPONSIBILITY then how can she even claim to raise children?

Is that what we all want? Another generation of self entitled snowflakes? Another round of how life isn’t fair and we should all bow to another batch of brainless irresponsible mouth breathers? No thank you!!

The only kindness I will give is this..... do better next time. Learn from this.

Learn to READ what you have agreed to. And for gods sake PLEASE learn what responsibility is!

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