AsurionReviews 12,825

This company is a total fraud, sent me wrong phone, when I sent mine in to them. After months of complaining finally sent me correct phone. NOW, they fraudulently charged me for the original phone falsely claiming they never received it. I sent them a warning letter but, they still charged my card, I am prosecuting them.

Purchased a hot tub for therapy, mid 2018. Burnt out late 2018, as of feb 2021 still no response and finally a ' improper use' denial of replacement. Improper use from being plugged into the wall? Does t make sense. Dont trust these sickening pieces Of sh*t.

I signed up for Assurion late 2020 and entered a claim in January. I followed the directions of the UbreakIfix store on the claim. Assurion rejected it and will not reply to my requests for an explanation. I demanded a refund and will avoid doing business with both (Assurion and UbreakI fix) these junk outfits.

I got a phone with Telus and opted for the extended care package. I got a simple crack in my screen and called to start a claim to replace the screen for $49.00. Asurion said I could not repair the phone because there were no stores near me and that the only option I had was to pay $400 to replace the phone entirely. I live in Ottawa, and there are LOTS of phone repair shops near me. So I contacted Telus, and they said they work extensively with a repair company called Mobile Klinic at the Bayshore Shopping Centre. So I contacted Mobile Klinic and they told me that they had the parts to make the repair and they also work with repair jobs covered under Asurion. So I call Asurion back and explained this all to them. All I got from them was practiced lines and excuses. Funny thing is, when you go to their website (https://deviceprotection.phoneclaim.com/telus/en-ca/workflow/start#!), they ask for your postal code to see if you are eligible to file a repair claim, my postal code was not eligible. The funny thing is, while on hold, I tried dozens of postal codes and NONE of them were eligible. So Asurion won't fix your phone if you are in downtown, Ottawa, Halifax, Toronto, Vancouver or Calgary. After hours of frustration, I called back Telus, who were extremely helpful and they tried talking to Asurion on my behalf. Which didn't work either. So, in the end, Telus gave me a credit to pay for 90% of the cost of the repair job (which was what Asurion's plan SHOULD have done in the first place( and I cancelled my policy with Asurion. After reading several reviews, it is clear to me that Asurion is running a scam where they force their customers to replace rather than repair, so they can pocket higher fees. Avoid this company's scam at all costs. Hopefully Telus will drop these crooks and go with a more reliable insurance company.

We had a problem with our phone and had Asurion as our insurer through Verizon. Asurion "repaired" the phone. But it wasn't. It was broken. So Asurion then shipped a replacement. Asurion requested a credit card number to guarantee my return of the phone. We returned the phone. A month later, Asurion fraudulently charged my credit card $175. Then I called. The Asurion rep said that the system showed that the phone should have been returned "12/31/1969". She said she knew that was a problem. She also said their system did not show any tracking number let alone a return. I opined that Asurion does this to rip off customers. Spent hours trying to correct this ridiculous scam.

I can't stand the company, looks like they are t on the same page! I lost my phone and submitted a claim with them, after submitting all the details and the required documents and was approved and my device was shipped. Upon tracking my delivery it showed SENDER HAS REQUESTED THE PACKAGE BACK! I called and inquired they told me sorry there was a technical difficulty and had to cancel my claim without giving me any notice! They asked me to start a new claim which I did and repeated the same process and again the device was shipped and AGAIN it showed sender has requested it back! I do not understand what's going on and who is doin what and what technical difficulties are happening. I've been without a phone and my work depends on my phone! My request is if this message is seen by someone who has the authority to take action and resolve this issue please do and resolve it for me because looks like I am talking to robots without any extra knowledge.

They like to lie when you ask to speak to someone in charge one of two things will happen or both they like to put you on hold and or hang up on you. Please read the reviews

The process to make a claim takes a long time, they give many excuses and after they approved my claim they never replaced my device or gave my money back

I was told before I send my phone the most orders were completed within five businesses and you would have it back, that they would send me a loaner phone of equal value. That was a lie. I was repeatably directed towards your website for information regarding my phone after 7 days the website still has no information regarding them receiving my phone. Today to find out what was going on with my phone they've now had my phone 7 days I was told they would at least five more days to fix the phone and ship it back. I asked to talk to supervisor I didn't cuss raise my voice I was hung up on three times. I can understand technical difficulty on one or two times. After I got off the phone with him I received a call telling me that my phone was had been finished and it's prior to the agreement I should have sent back my phone if I didn't do it now I'd be charged they still have my phone. Nobody know why it's going to take what will be a total of almost 12 business days. I did even get answered as to why I got the voicemail to return the loner phone. I also didn't get an answer as to why I was sent a cheap phone

I would recommend to never ever buy Asurion protection plan for any products and appliances bought online or from store. They'll dishonor their promise and will always find and read you the fine lines, you missed while signing up for the plan in haste to buy the products, which 8 out of 10 buyers online do... and Asurion takes advantage of this lapse in reading "FULL TERMS and CONDITIONS" with fine lines. Very very dissatisfied for their services and Cust Rep just hanging up the phone on you.

I filed a claim for a laptop that was broken by my son so I filed a claim asurion denied my claim saying that the email on my form did not match what was on their record. Mind you the charged me the deductible and always charge me the monthly fee. I urge everyone to report this company to the doj because they are a monopoly. Enclosed is the info you need to report it.

Dealing with Asurion has been an absolute nightmare. Three out of four of the representatives were extremely rude and two of the four hung up on me. There was one obstacle after the next while I was trying to file a claim for my phone which was stolen. If there is any way around using Asurion do everything in your power to do so. I can honestly say I'm disgusted by the customer service I received from this company.

Took my phone to phone provider for a minor repair, come to find out need to pay $200 for a replacement phone. This company is a f**** scam.

Called customer service to make a claim on 01.25.2021 because I have a manufacture phone. The phone has insurance plus Apple Care services. The rep name Brittany and her manager Steph where suppose to help but instead of helping hang up on me because it was closing time, well technically "time to go home". The rep Brittany kept saying that Asurion only replace phone when they are ether lost or stolen, but when you go to the carrier clearly says you can replace a phone. Why false advertise if you can help. I am going to take my insurance off. This so called Asurion, should be more called "we only like talking your money, for not doing anything!". I recommend not to get the protection plan with Asurion is a waste of time and a headache, that at the end of the day they aren't going to do anything.

After 3 times of sending in my Rhoomba and speaking to a manager before the last time, it still has the same problem. Below are the messages after trying after the third repair.

Verizon should be ashamed that they give Asurion as their ONLY option for phone repair. Talk about one of the US's richest companies taking the cheapest way out. My complaint is not with Verizon, not in this review.
I scheduled a repair for a cracked screen with Asurion, took off from work for the appointment, they never showed, never called. Rescheduled and TWICE MORE the very same thing happened. When I called to complain the third time, I was told they don't service my area. My closest store is 45 miles away. I have a protection plan w Verizon which covers everything but a cracked screen, of course, and since my phone was broken, in order to get it replaced I needed to get the screen repaired.
At this point Asurion would not refund my $30 so I could take it elsewhere to get repaired, and they basically held my money hostage. After many angry phone calls they agreed, since they had put me through so much, and their customers are their "number one priority" after all, to replace my phone for free.
"Free" phone came... audio didn't work. Sent back in prepaid envelope. Replacement phone came... started giving problems two weeks later. Replacement came. I had to destroy the prepaid envelope because I forgot to clear my data off old phone, so I requested new prepaid envelope. Waited two weeks, nothing came. Called again... nothing. Received a threatening letter that I'd be charged $327 if they don't receive phone by a certain date and legal action will be taken against me. I called customer service again to tell them my dreary saga. They suggested I "simply print a label". I mailed it off the next day.
Next month I was charged $327.
Called again, fought my fight... produced tracking number. Okay, they said. They will refund me.
This month... no refund. I called YET AGAIN... my claim was denied. Shipping and Receiving says the envelope I sent was empty. I am bloody livid.
This is typical of a company like theirs, lies, intimidation, wearing you down, threats with lawsuits, threatening your credit refusal to speak to supervisors and charging your CC without your permission. They have expensive lawyers at their beck and call and I have nothing. Their word against mine. They have Verizon feeding them business and backing them up.

I even took a picture of the phone, the envelope and the shipping label, as I keep track of everything because of people like this, but I have no control of what happens in the shipping and receiving room and who has sticky fingers.

I hope they pay dearly for their gluttony, deception and downright nefarious way of running their business. Well done Asurion, well done.

I, like many Asurion victims, spend hours going round with their automated system. It wouldn't be so bad, but with the crappy reconditioned or factory second phones they send out inevitably stop working. They come with a 6 month warranty. I've rarely had one of their phones for longer than 7 weeks. But where the brick wall starts is when you want to complain. Yesterday was the first time I was able to actually complain to someone higher up in the company. That person should NEVER be on the phone with people. And I finally understood. I'm not Asurion's customer, my carrier is. The "person" on the phone, who claimed to be the highest level of customer service in the company spent the entire phone call trying to put me at fault for Asurion's inability to give me value for my money. Not all Asurion's employees are bad people. Most are very nice. But they are constrained by people like the person I talked to.
My suggestion is to remember that Asurion only cares about keeping their contract with the carrier. They don't care about the phone subscribers. We're not their customers. I give them a 1 because it is the amount of fingers I hold up for them. Specifically, the middle finger.

You pay your monthly fee, then a deductible and then they send you a refurbished phone that doesn't work properly. What a frustrating experience. Waste of time and money. Cancelled insurance and advising others to do the same! You could buy a new better phone for the same price.

They promise fast local repair, but it is not available. Takes weeks to complete claim and then you need to mail the phone off.

When you are in store you buy a cell phone; you are given pages of information that you are to read... The sales staff do not tell you the T&C of the insurance. Save your money. It is NOT worth it. My claim was denied and I am not disputing the T&C. I am disputing the fact you simply do not read all this stuff. Save your self the hassle and put the money you would have spent in a piggy bank at home just in case your product breaks/lost.