Asurion
reviews and complaints

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.

Today I came to pick up my computer that was being repaired. I arrived a little less than 6:30 aka before the store was closed and there was no one in sight. The lights were on but the door was locked. Tried calling the phone several times while waiting, but it would ring and ring and go busy (the phone thing has been happening for days now with this store) I would’ve at least liked to know that the store was actually closed instead of wasting my time. Maybe with a post it note, paper on the door ANYTHING. I am VERY unhappy.

My son had gotten a cell phone fixed and we had purchased a home insurance plan that would cover all electronic device repairs in our home. I have tried canceling the service for the last 6 months and I am still being charged every month for a service I have canceled 6 months in a row. The plan is under my son's name and my debit card keeps being billed regardless of how many times I have tried to cancel the plan. I am extremely livid since I do not have the money to be wasting on something I do not use. I would like to be reimbursed for the last 6 months that I have been continuously been charged for something I had already canceled. I can be reached at [protected]@yahoo.com. I look forward to a solution to this issue as soon as possible. Thank you. Melissa Wright (my debit card has an old surname of Seagrave)

After I returned a broken DeLonghi espresso coffee machine pursuant to my Asurion protection plan I never received my refund for $179.99. After Asurion received the broken DeLonghi expresso coffee machine from me through a UPS return from me I was then sent two emails from Asurion one on Tuesday, September 6th, 2022 at 5:17 p.m. and a second email on Thursday, September 29th at 12:02 a.m. Asurion is lying to me regarding sending me a refund check for $179.99 that they were supposed to be having delivered to me because I never received the initial check or the second check promised to me. I spoke to an Asurion agent named Ms. Lady on October 6, 2022, who promised I would receive a refund in the mail for $179.99 no later than October the 12th, 2022 to no avail. I've enclosed 9 pages and one audio recording of documentary evidence regarding the consumer fraud towards me. The phone number that I called to inquire about my Asurion service request and refund is: [protected] and my service request number is (Sr#) [protected]. The Asurion Corporate Office Headquarters address is 648 Grassmere Park Nashville Tennessee 37211. The Asurion Headquarters Corporate Office phone number is [protected], [protected], or [protected]. Because Asurion refuses to fulfill their service agreement obligation by giving me my refund of $179.99 this is a breach of contract and I feel consumer fraud.

My claim to repair a GE garage ready freezer was declined ref claim #[protected], ongoing since June 2022; several GE techs have been sent out , the latest decline was yesterday 10/12/22 invalid reason , " my garage is not temperature controlled and reaches 110 degrees causing the freezer not to operate correctly" on several occasion I have told Asurion Reps this is not true and impossible due the garage is insulated and never exceeds 95 degrees F also the Denver/Aurora Co area has never seen 110 degrees F ; GE specs on this freezer at 95 Degrees F the compressor will cycle 40 minuets on and off for 40 minuets , in the summer in the garage at 80-95 degrees F the compressor runs 12 hours or more on and up to 2 hours off , the factory warranty expired 12/21/2021 ; GE techs will not report this freezer is not operating correctly due to contract with Asurion but have told me this freezer is better suited for in the house use and "is not a garage rated freezer "

Hello,

I am contacting you today because I filed a claim with Asurion on behalf of my elderly father on July 18, 2022, to have his fridge repaired through the Asurion protection plan that was purchased along with his new fridge on October 6, 2017. The fridge is not getting cold, and the digital display is not working. To date the claim has not been resolved and Asurion will not get back to us on the status of the claim!

Per the request of Asurion, I have emailed and uploaded the purchase receipts and contacted Asurion on many occasions and no one has gotten back to me or my dad to get this resolved and my dad cannot afford to purchase a new fridge.

Any help is much appreciated.

Sincerely,

Laura and Hughes Ebinger

[protected]

Broke when I took it to T-Mobile. They could do nothing for me then I called Asurion cuz I didn't have any other phone from my neighbors and they told me they wanted $99 and be there in 24 hours which meant the next day then I waited all day and the goddamn phone doesn't show up and then today I go to UPS they don't even have your f****** tracking number are you kidding me and then at 6:00 they don't have your number and then I'm on the phone for 3 hours getting lied to and it said it was delivered Sunday so please report was made and it hasn't even gone out yet and they told me to call in two f****** days what is wrong with you people? I want my goddamn phone [protected] now

I went on ATT to submit a claim for a screen replacement for my Samsung Galaxy 8+. 7 days later waiting on Tech to show up at my front door because the app shows they will come to you. Appt time between 11 to 1. No show no call. I called at 1256. They were an hour behind. I called again at 234. They were having issues contacting the Tech. Then I was told I could take my device somewhere that's an 1hr away to get it fixed. At this time there is traffic so it will be more than an hour and far from where I live. I reset time just to see if they will come at 7am the next day. I will repost for an update. Never received a call or text from the tech they were running behind. For me to have to call shows that this service is not as professional as I had hoped

Had an appointment scheduled for morning of September 29, 2022, evening prayer I was notified the appointment was going to be moved to October 3. There was no call to let me know so I might've missed the information. The problem was I had to take a day off work and lost several hundred dollars because the couldn't meet the agreed appointment for unknown reasons. They dispatch people all blame someone else and had no recourse. They couldn't guarantee that the October 3 appointment would actually occur that meeting I could lose several more hundred dollars of time lost from work.

I would strongly suggest that Samsung stop using their services and no one should use this company for repair work because they can't follow through with what they promise.

I was able to get rescheduled with another repair service.

Another thing that I would point out don't buy Samsung products. Prior to this problem with the refrigerator icemaker we had a dishwasher that stopped working from Samsung. After four months they finally admitted they couldn't get the parts to repair the dishwasher and they did refund the money that was paid for it at the time which was not enough to purchase a new one as inflation had increased the price. Ended up buying a GE dishwasher and very happy with that.

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I own a mobility scooter purchased in Nov. 18, 2018 with Asurion Extended warranty covering until Nov. 18, 2022.. Problem is when I activate the throttle it drains the new batteries in less than one half Kilometer. I have filed a clain # [protected] on Sept. 15 2022. I contacted Asurion Customer service 5 stimes since and get the run-around. for the resolution of my repair. HELP !

Gordon Crawford

[protected]@hotmail.com

[protected]

4 years ago we purchased 3 major appliances with service plans ($195- for each one) from Home Depot ONLINE. Our fridge has died recently and when we contacted Asurion to schedule service that person said he had the receipt and should receive a service call within 4 hours, NO call. We called back and got hung up on. Called again and they said Customer service was closed but we should get a call by 10am, NO call. We contacted the person that had emailed me and they were looking for a Receipt and wouldn’t accept the only receipt Home Depot gives you for an online orders. In between we contacted Home Depot, both corporate and store level and they said that is the ONLY receipt Online purchasers get. After spending several HOURS, Missing work, losing everything in our Fridge we called your Customer service people again asking for a Supervisor and low and behold BAM that person was ready to schedule a service appointment for us BUT it's a few days out. (We actually have to wait a WEEK to get fridge looked at, a FRIDGE, not like you need a fridge or anything). This entire experience has been a NIGHTMARE. Any information you guys need should be taken at TIME OF PURCHASE, NOT after when people are desperate for service. I will NEVER buy an extended plan from these people again. And I'm seriously consideing filing a law suit for the pain and suffering this has caused us with the numerous phone calls and countless emails. Just a complete HASSLE from beginning to end. Completely UNACCEPTABLE

DO NOT WASTE YOUR MONEY! I placed a claim for my HP All-in-One computer. On my initial claim I had mistakenly entered the wrong date of 8/26/22, which was within my enrollment period. Understandably, my claim was denied. Upon realizing my error, I called customer service, to explain what had happened with proof of the error. On the day my computer stopped working, I immediately brought it to UBreakIFix. That date was 8/30/22, which was past the enrollment period. The customer service representative transferred me to claims and I was told there wouldn't be an issue and given a new claim number to file. I filed the new claim and it was denied. Frustrated, I filed another claim and it was again denied. Another call was placed and I was transferred to claims yet again. The claims reviewer Jared was horribly rude, refused to help me in any way and transferred my call back to customer service. Long story short, I had to place two additional calls, spoke with a supervisor, found out they had the correct date and information already in their system from UBreakIFix, yet they would not reverse their decision and denied my claim. I asked to closed my account and was transferred to customer service who had to transferred me to billing and could not get through. I am awaiting a call back from them and will be disputing the charges on my credit card.

Hello. One of your drivers was illegally blocking an entrance into a culdesac while being on the phone. I asked the driver if he could move up a little and he said to go around him. (There’s no room around him) I hope asurion can be more aware of the drivers they hire as they represent their company. I left photos of the license and the driver on his phone. This was in a school zone with school being let out and children present.

I just retrieved my laptop, a 3 year old Thinkpad E495, from the Buffalo NY location. The repair was simple: I requested the purchase and solder of a new USB-C power jack.

Asurion had this machine for 6 weeks. Six. In that time, a technician managed to break a discrete transistor off the motherboard (adding a further 2 weeks' wait time while a new one was ordered), it got thrown back and forth between Hamburg and Buffalo, management's story kept changing every time I called for an update -- note that they NEVER got to me with one on their own initiative! -- and somehow they lost the battery. They lost the giant battery pack that takes up 1/3 of the space inside the machine.

I come home to find that the new power jack now acts WORSE, and of course with no battery a slight jostle immediately causes an unclean hard shutdown. But worst of all, something they did there is forcing the PCI Express subsystem, in its entirety, down to Gen1/x1 speeds.

The really strange thing about this is, the diagnostic tool lspci and the dmesg (Linux kernel) log show nothing wrong. However, the DMIDecode tool shows all PCI Express lanes running at the lowest possible speed. My hard drive, a Samsing 960 Evo or its OEM equivalent, is connected to what should be a PCIe 3.0x4 m.2 slot, and previous to the repair would read well over 3,000MB/s; now it's around 600, meaning it's no faster than an SATA III SSD. The machine also takes much longer to initialize the UEFI firmware than it used to and everything feels incredibly slow and laggy.

This machine is effectively crippled, and very likely permanently so. Once the new battery they owe me comes in, I will attempt a BIOS/UEFI upgrade and see if a new charger helps the DC jack situation any. If these measures do not fix the PCI Express speed, this machine is nearly useless and I will very likely be taking them to small claims court.

I purchased 3 year coverage in a fender amp. Filed a claim to have it repaired back in a July. They quoted me 3-5 business days upon receipt of the item. They were supposed to have had this item shipped back to me in mid august but apparently it got delivered to the wrong address. I call them once a week now. At one point someone admitted that the package never left their facility. Either way, I am without an amp now for over 8 weeks. Last rep I spoke to asked me to calm down. I am out of patience at this point. Would’ve been better off just repairing it locally. Don’t purchase the guitar center coverage. It is through Asurion and their services are worthless.

On September 4, 2022, after several long phone calls and errors with the Asurion/My Verizon App, I was finally told to go into the Asurion office in Nashville on 11th street. After paying on the phone prior to being approved to go in, I arrive and I’m told the “back” glass isn’t covered on the insurance. I also have a speaker issue that I’ve been dealing with so at this point I am told I should submit for a replacement and pay the $250+ for replacement. I call from the Asurion office and they set up replacement at my home after asking my address several times as they system keeps rerouting them to the wrong address. Then when they send me to make payment they system drops me and reroutes me to start the process over again. Repeating my address etc etc etc. Along the way since a new claim is field as one of the reps in ERROR-their error-cancels one claim to start it again now I’m flagged and they demand I send in a signed affidavit and front and back copies of my ID. They “assure” me they their site is completely safe. However nothing about this entire process makes any sense and I’m not sending in copies of my ID and enduring more hassle and frankly harassment. I ask to talk to a supervisor, William finally comes on after waiting another hour only to quote me the fine print of how they can demand any proof they feel adequate and further tells me they are not in the business of “Customer Service”.

Even the Asurion staff in the office is in shock with what they are witnessing but say they see this very often and they they feel Asurion tries to make it as difficult as possible to wait out the customers as a means to lessen the volume of claims.

This needs to be known. If you’re considering paying $16 a month for insurance DON’T. They don’t honor the claims and harass you until you go away.

It was very difficult to proceed with my Asurion claim, My Iphone XR would not charge and I tried to file a claim on 8/29 with Asurion online as my phone was losing charge. Asurion kept asking me for an old phone number instead of the phone number I was using. Asurion did not acknowledge my claim until I had spent several hours in the Cricket Store with kind employees there on 8/31/22 and 9/1/22. Although, the Cricket store employees were finally able to get my phone operating between 5: and 5:30 last night on 9/1/22, Cricket store employees spent a long tome on the phone advocating with Asurion on my behalf on 9/1/22. However, because Asurion instructed me online to disable my Iphone in order to file my claim when I attempted to file a claim online on 8/29/22, Apple has frozen my iphone account until 9//3/22. My replacement refurbished iphone XR is not set up. I have lost most of my contacts and still expect more bureaucratic humbug and excuses from Asurion.

Sincerely,

Francis Navin

[protected]

I have spoken to Asurion at least 6 times over the past few weeks. When my NEW iPhone 13 Pro Max was 2 weeks old, it was crushed in an accident. I was sent a REFURBISHED (even though my phone had only been 2 weeks old) phone and had nothing but trouble with it from the beginning. After finally getting everything downloaded and set the way my old phone has always been, I was still getting screen freezing, messages and phone calls not coming through. I contacted Asurion, went through all the troubleshooting multiple times. I did soft resets, full factory resets and everything they asked me to do. Every time I called, they had me do the same things over and over again.

Even after Dennis, a tech support specialist, tried to call my phone and the call wouldn't go through, I was still told to reset. Someone from Asurion was supposed to call me 2 days later to check, but never did. A few days later, I missed an emergency call about a gas leak in our home. Luckily, there was another emergency number that was reached. Otherwise, our home would probably have exploded. Asurion never took my calls seriously. Finally, after 45 minutes on the last call and being shuffled off to 5 different people, they decided I needed to be sent a replacement phone. That is the worst customer service I've ever dealt with.

I filed a claim on August 14th. I called and filed everyday 3 or 4 times just for them to deny the claim for 10 days! Noone knew what to do because everything I did was right. I was told my address was wrong, phone number was wrong, they could see the affidavit, several mire reasons. I had 2 representatives tell me for my trouble they will compensate me from an iPhone 11 to an iPhone 13. No that did not happen. The last representative that I talked to had to send notes just for the claim to go through. I called them back to ask about the iPhone 13 and they told me they didn't have it in the notes and they will give me a $25 gift card through my email that still hasn't arrived! Wish I could deal with another company ‘cause they cost me many hours of being on the phone with them just to get the replacement that should have taken less than an hour! I am pissed!