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Asurion Wireless Insurance / failure to provide refund/fraudulent business practice

1 TN, United States Review updated:

I lost my phone in a taxi when I called the company, I was told they would look for the phone but chances ofrecovery of an item left in the back of a cab were slim. After the first day convinced I would not recover the phone I filed a claim with Asurion for the replacement of the phone. As for the claims process all went well and I was charged the $50 deductible for the replacement. I was informed by email that my replacement phone would arrive the next day. Several hours later the taxi service found and returned my original phone. I called Asurion and reported that my phone was recovered. I was told that I should refuse delivery of the new phone and that when it was recieved back at their facility they would reverse the charges to my credit card. The phone arrived at their facility the next day. Six days after they signed for the phone no refund. I called and was told that for some reason the refund process had been placed on hold. I was told that the refund would be approved and to expect reversal of the charges in 2 weeks. They had already had the phone for a week and could not explian either the initial hold or why it would take two weeks to generate a refund. A supervisor told me that they told everyone that but to expect the refund in 5 days. It was suggested that I call back the next day for a "transaction number". I called and was given a transaction number but the refused to provide any contacts for tracking or confirming the transaction. I was told the 5 day wait was due to my bank processing the refund. I called my bank they told me this was not the case and that the transaction number was meaningless. I called verizon and the very pleasant people there called asurion twice while I held, They were unable to resolve the issue. I have researched Asurion online and found what appear to be thousands of complaints of fraudulent business practices, including three class action lawsuits over the past decade. The BBB in Nashville has recorded 300 complaints about the company.

I will not be robbed by corporate bandits. Any others with similar complaints willing to discuss a class action suit?

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Comments

  • Co
      3rd of Sep, 2009
    0 Votes

    According to BBB.com (http://www.bbb.org/nashville/business-reviews/insurance/asurion-insurance-services-in-nashville-tn-2131781) .. they have a rating of "A".. which is the BEST!.. you just have to read the terms&conditions before signing the contract in full!! cant complain if all the materials are provided beforehand and are accessible to the consumers..

    BBB Rating for Asurion Insurance Services, Inc.

    Based on BBB files, Asurion Insurance Services, Inc. has a BBB Rating of A.

    Click here for an explanation of BBB Ratings

    On January 17, 2007 BBB met with the management of Asurion Insurance Services. The company explained their program and supplied BBB with copies of their handset insurance brochures that are available for consumers' to obtain in their wireless carrier's store. Each brochure contains a copy of the applicable insurance policy as well as detailed instructions on how to file a claim. The brochures outline the monthly premium for the insurance and deductible that the customer must pay in the event they file a claim and it is approved. The insurance program brochures state that phones may be replaced with new or refurbished cell phones or PDAs.

    To file a replacement claim, consumers are required to submit their claim within 30 or 60 days, depending on their insurance program. For claims involving a stolen or lost cell phone or PDA, a police report is typically required to document the theft or loss of the phone or PDA.
    Consumers can file their claim via www.phoneclaim.com or the toll-free number provided below:

    T-mobile customers - 866-268-7221
    Verizon customers - 888-881-2622
    Cricket customers - 866-718-0693
    Sprint/Nextel customers - www.phoneclaim.com

    A deductible, as outlined in each wireless carrier's specific insurance program brochure, is required to fulfill a claim. There is no cash paid or reimbursement to insureds. The program only covers the equipment that is assigned to the wireless phone number of the phone insured.

    If you are experiencing difficulty in filing a claim please contact Donna Drehmann at 615-445-3214 before filing a complaint with BBB.

  • Go
      8th of Sep, 2009
    0 Votes

    You're one of those ###ic americans hoping to sue your way through life. Your deductible was paid by credit card. When you waste someone's time by making them ship you a phone then call them while the package is en-route to try to reverse everything there is bound to be a few problems. First the refund is started. The refund doesn't automatically go through on its own (as you can imagine the amount of people who try to get refunds then never return the phone). The refund is set in sort of a waiting status, when the package is received back at the warehouse it is opened to make sure it is the correct phone that was shipped, and that it hasn't been tampered with. (you'd be suprised what people will try, and the things that are sent back in place of phones i.e dog ###, a shoe, chewed gum, human ###, other phones, and anything else you can think of that has been sent back to asurion in the past). At that point the refund is good to go. It is submitted then usually is seen back on the credit card statement within 3-4 days at the most.

  • Do
      10th of Jan, 2010
    +1 Votes

    I PERSONALLY DISAGREE WITH EVERYTHING THAT ASURION INSURANCE COMPANY HAS TO DO WITH ANY OF THE PHONE COMPANIES. WHEN YOU BUY A CERTAIN PHONE FROM YOUR PHONE COMPANY AND YOU LOSE IT, THEY WANT TO GIVE YOU A PHONE THAT IS NO WHERE CLOSE TO WHAT YOU HAVE PAID FOR. I THINK THAT IS VERY DUMB, AND THEY NEED TO TEACH THEIR REPRESENATIVES HOW TO SPEAK WHEN THEY ARE TALKING TO A CUSTOMER. THE REPRESENTAIVES HAVE BAD ATTIUDES WHICH STARTS MAKING THE CUSTOMERS MAD SO TEACH THEM HOW TO SPEAK IN A NORMAL VOICE TONE. THANK YOU VERY MUCH.

  • St
      19th of May, 2011
    0 Votes

    While I don't really agree with the initial complaint on this post, I do agree that there are some serious issues with Asurion and I will be filing a complaint with the BBB. I filed my claim, received my "new" phone (which was a poor refurbish job) the very next day. That SAME DAY I followed ALL of the instructions from Asurion for returning the defective phone (infact I took it directly to the Post Office so it would go out that very same day). Within a month I had to call for a replacement because the one they sent me was defective. Again I received a "new" phone (this one has defects on the touch screen!) the next day and again I followed their instructions on returning the defective phone. Today, I have a charge of $175 on my bank account because they are now saying they never received the original defectived phone! After talking to one VERY rude lady, I spoke with a very polite gentleman in the technical support who called their returns department. The returns department told him that they would give me a "one time courtesy" refund that may take 1-2 weeks to show up on my account! Here's my problem... I followed THEIR instructions, I mailed the phones back in THEIR envelopes, and now they are saying they didn't receive 1?! Why would they use FedEx to send me my new phone, but then use the USPS for me to return the phone to them?! If you are going to use the USPS, at least use a traceable shipping option, or do not put a time limit on the amount of time it takes to receive the phone back in your returns department! As for the 1-2 weeks to receive a refund... that is completely unacceptable! If they can get me a poorly refurbished phone to my house in less than 24 hours, they can return the money they are trying to take from me in that same time frame!

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