Asurion complaints

Dear Ms. Watts In connection with the above-referenced case filed with the Business Consumer Alliance ("BCA"), we submit the below in response. The case you filed with the BCA on August 18, 2025, states: "ON 12/27/24 we purchased a Hoover Smartwash Carpet Cleaner on Amazon through third party seller Trading Group with a 2 Year Extended Protection Plan with Asurion LLC. It was opened new out of the box on 07/08/25 and was defective. We contacted Hoover who would not fix or replace the product since it was sold through a third party seller. We contacted Amazon who said we had to go through the third party seller TradingGroup. Amazon contacted Trading Group who did not respond. We contacted Asurion twice via phone call who stated our Hoover would be covered if we submitted a copy of the email from Hoover showing Hoovers denial of their coverage. We sent two separate emails showing Denial from Hoover to Asurion for them to honor the extended protection plan. We have heard nothing back. I have screen shots of all the email correspondence and the original purchase and protection plan." The desired resolution listed in your case states the following: "We are tired of getting the run around and none of these three companies have fixed our Hoocer that came defective with an active protection plan and now just want to be refunded the purchase price of the floor cleaner and the extended protection plan for the total of $188.82." Response: We sincerely regret any inconvenience or frustration this may have caused. Upon receiving your case, we attempted to research your concerns with the information you provided. Unfortunately, we were unable to locate any claims or account history related to the issue you discussed. In order to assist you further, we will need to obtain additional information from you. If further assistance is required, kindly respond with the following information: • Phone number associated with your product registration or claim • Email address associated with your product registration or claim • Claim or service request number associated with your claim Please feel free to contact me if there are any additional questions or concerns. I am available by email Monday through Friday between the hours of 9:00 am and 4:00 pm CST. Regards, Victoria White Regulatory Complaints Email [email protected]

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Following the receipt of this matter, on September 2, 2025, an Asurion resolution specialist (“RS”) contacted you to address your concerns and assist you with filing your claim. During the claim process, the RS sent you a shipping label to send the Product to the service center for evaluation for possible repair or replacement options. At this time, if you have any questions or concerns regarding the shipment of your Product to the service center or any additional claim-related questions, please contact the RS directly using the contact information provided.

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After receiving your matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, amicably resolve your matter. According to our records, you recently filed a claim for your Apple AirPod headphones (the "Product") under your AT&T Home Tech Protect protection plan (the "Plan"). The Plan is an optional service contract that provides coverage for the mechanical or electrical failure of your Product caused by defects in materials and/or workmanship; normal wear and tear; dust, heat, or humidity; and power surges. You filed a claim for your Product due to malfunction. The resolution of your claim has been delayed due to an unsuccessful repair attempt and a subsequent dispute about the replacement value of your Product. On March 13, 2025, Asurion authorized a $268.49 Product reimbursement based on the replacement value, age, and condition of the Product immediately before the breakdown in accordance with the Plan's Terms and Conditions. After expressing dissatisfaction with the $268.49 reimbursement amount, in the interest of customer satisfaction, Asurion then authorized an additional reimbursement which included a refund of the $52.43 service fee, totaling $406.83, which you declined to accept. All claim determinations are grounded in the Plan's Terms and Conditions. A complete copy of the Terms and Conditions governing your Plan was made available to you prior to enrollment at the point of sale. Pursuant to the Plan's Terms and Conditions, Asurion has the discretion to repair or replace the Product, or reimburse the customer for the replacement cost of the Product. In this case, the service depot determined it could not repair the Product and offered you a Product reimbursement. As noted above, per the Plan's Terms and Conditions, the "replacement cost of the covered product, as determined by us, [is] based on its replacement value, age and condition of the covered product, as determined by us, immediately prior to the breakdown." Reimbursement is not based on the price you paid for the Product or the retail price of a new product. After considering the Product's age and condition, we believe the reimbursement cost was fairly determined, which is supported by the Plan's Terms and Conditions. Nevertheless, on March 14, 2025, after you escalated your concerns regarding the $406.83 Product reimbursement, the Product reimbursement offer was increased to $442.27 and subsequently submitted for digital reimbursement, which an Asurion Resolution Specialist ("RS") confirmed with you on March 18, 2025. On March 20, 2025, an additional Product reimbursement of $106.55 was authorized, bringing the total Product reimbursement provided (including the aforementioned refund of the $52.43 service fee) to $513.38. Therefore, we consider the matter resolved. If you still need assistance, please contact the RS directly using the contact information provided, or alternatively, feel free to contact me by email. I am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m. CST.

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