Asurion complaints

December 16, 2025 Dear Mr. Deonarain, In connection with the above-referenced matter filed with the Business Consumer Alliance ("BCA"), we submit the below in response. In the matter you filed with the BCA on December 8, 2025, you state: "I am filing a formal complaint against Asurion for acting in bad faith regarding a paid warranty on my Samsung Electric Range (Model NE597R0ABSR). The Facts: Product Failure: My appliance has failed. I hold a valid protection plan, yet Asurion has failed to provide a timely repair, replacement, or reimbursement. Communication Blockade: When standard support failed, I attempted to contact Asurion's executive leadership (CEO, Office of the President) on [Date]. Asurion's email servers actively blocked these communications (Error Code: 550 5.4.1 Access Denied). Evidence: I have attached screenshots proving that Asurion has configured their systems to reject consumer grievances directed at leadership, effectively insulating themselves from accountability. The Violation: Asurion is happy to take premiums but actively obstructs customers when a valid claim is made. By blocking executive escalation channels, they are preventing reasonable resolution efforts. Required Resolution: I demand one of the following within 3 business days: Immediate Replacement: Delivery of a comparable unit. Full Payout: A reimbursement check for the full replacement value." The desired resolution listed in your case states the following: "I demand an immediate unit replacement or a full reimbursement check for the replacement value $950." Response: Since receiving the case you filed with the BCA, we received the letter dated December 10, 2025, enclosing the matter you filed with the New York Department of State's Division of Consumer Protection (the "Division") regarding the same concerns listed above. We will fully address your concerns in our response to the Division on or before December 31, 2025. Regards, Matt Ullman Asurion, Regulatory Affairs Email [email protected]

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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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