Asurion Corporate Headquarters — Attraction in Nashville-Davidson

Warranty Denied Without Inspection – Poor Support and No Accountability

I’m extremely disappointed with Asurion’s handling of my warranty claim and insurance coverage issue. After filing a claim for my wife’s phone, we received two replacements—both of which failed. The first device stopped working shortly after we received it. The second phone later malfunctioned due to an internal issue that should have been covered under Asurion’s one-year warranty for replacement devices.

However, Asurion denied the claim without ever physically inspecting the device. We obtained a professional diagnostic report from uBreakiFix confirming the issue was internal, not accidental damage, and clearly covered by the warranty. Asurion closed a BBB complaint before we could add the report and the BBB would not re-open or start a new claim even with the new information. Asurion also did not seem interested in this report after we escalated our concerns to their executive office.

To make matters worse, we discovered that our device insurance was canceled in error by the mobile phone provider when we intended only to cancel an unrelated home insurance plan. Asurion used this as another excuse to deny the warranty claim, even though the device failed while still under the one-year warranty that comes with their replacement phones. The malfunction occurred during the warranty period and should have been covered regardless of the insurance status. When we asked Asurion to help coordinate with the mobile phone provider to correct the mistake, they flatly refused.

We also attempted to resolve the issue through the Better Business Bureau for over two months. Unfortunately, Asurion was not responsive and closed the complaint after not looking into any of our concerns and was uncompromising in trying to come to a resolution. These actions also prevented us from submitting the report showing the phone did not work for an issue covered by the warranty.

We escalated the issue to Asurion’s Executive Office and eventually received a call back. The representative told us the leadership team had already rejected the claim but said he would do further research and follow up by Monday. That follow-up never came, and as of now, no one has reached out to us again.

In the end, we were forced to pay over $650 out of pocket to replace a phone that should have been covered by a warranty and an insurance policy we had been paying into for months. In addition to the cost of the new phone, we lost at least $200 on insurance premiums if not more (unsure when our provider incorrectly dropped our plan), plus a $100 deductible paid for the first replacement device that by our research only had a $100 value and which turned out to be faulty. Altogether, we spent nearly $1,000 due to Asurion's and our mobile provider’s mishandling of our claim and refusal to honor the warranty. Ironically, it would have been more cost-effective to never enroll in Asurion's protection plan and simply use the money saved to replace the device ourselves from the start. This experience shows a complete lack of accountability, transparency, and customer support. I would not recommend Asurion based on...

I want to start out by stating that I tried to work with this company to come up with a satisfactory resolution prior to posting this poor review. I have been paying for Asurion's Home+ protection plan for almost 2 years at $25 per month, and for the first time I tried to use it. I took my All-In-One computer in to a YouBreakIFix store so I could have it repaired while I was on vacation. I use this for some PT work I do, so I thought the timing would work out great. The shop diagnosed it and said they could order the parts to repair it, but I needed an authorization from Asurion. I reached out to them and they told me the YouBreakIFix store was not qualified to fix it, so now I have to get on the phone during my vacation to resolve it. I am on the phone for about 40 minutes going though the Customer Service Rep, and then having to speak with a Supervisor because the first person was only qualified to keep providing me the same message. There was also a language barrier with the first rep, so they no doubt farm the calls out to a call center. After explaining to Supervisor the shop assured me they could fix it, and then learning there was a $99 fee on top of the premium I was paying (which I had not been informed of until now) he agreed to send the authorization to the store and to waive the fee. He then told me that he was not able to send the authorization to the store near my home because the computer systems between Asurion and the store could not communicate with each other. Since these are supposedly "tech" companies, that was a little suspect, but whatever. He says he will UPS a box for me to ship my computer to their facility for repairs, and that it should take them about 5 business days to repair it and get it back to me. I get an email from UPS that the process is started and then wait days without hearing anything. I contact UPS and they said that the process was not completed by Asurion. I have to call Asurion again to see what is going on. They apologize and say they will send another box. The box arrives about 3 days later and when I go to ship my computer I realize the box they sent is not even close to being able to fit my computer into it. So far, I am working harder than the company. I have to call again on a Sunday and they explain they will send another box. By now, that is not good enough, because i am about a month into this and it could have been repaired at the original shop during my week's vacation. I have to jump through hoops to get to another supervisor. I suggest that they offer to cover the cost of a replacement device since their system of getting the work done has not been capable of doing so. The supervisor says they will send another box and will try to expedite the process. They will not consider the replacement idea. Please do yourself a favor and do not use this company. They want to take your money and then come up with reasons why they cannot complete their end of the bargain. Just set aside $25 per month and when something breaks, go get a new one yourself. My computer is still not fixed and is sitting on the desk in my home waiting on yet another box...

f uou have insurance through them I would suggest stopping it now as I have now done. My phone got stolen and first thing they told me was about the $250 deductible, so I paid it then waited a couple days. I called them back and they said my claim was denied and they did not have iPhone 15 in titanium. I said I don’t care about the color, they said they didn’t have any iPhone 15. I said them downgrade me as I just needed a phone, they said they couldn’t do that. They suggested I just get a check in the mail. I went through that process then waited for the check to come. After a couple days they said that option was canceled and I would not get a check. Mind you this whole time I am going to a cricket store as I did not have a PHONE. After going back and forth with them for 21 days at this point with no phone I finally got told that they had iPhone 15 and would send me one as my claim was once again approved. They then sent me an email saying all they needed was the $250 deductible. I immediately got on the phone and was confused as I had paid the $250 deductible on 8-11-2024. After going back and forth with agents I just ended up paying the $250 again on 8-26-2024. The agent said the other $250 was a precharge and never went through but it sure the hell went through on my bank and hasn’t been returned which is why I now have a dispute with my bank to get the charge undone. Sure enough after I got charged the second $250 the phone was over nighted which was the only positive thing in the whole process, I tried to talk to another agent about getting Charged twice and the agent argued with me saying I wasn’t charged even though I have two charges with my bank and the agent said it’s nothing to do with them, I need to call my bank. This was a process of 21 days without a phone. After getting my phone I called again and asked for the corporate number and the agent did not give me the number but tried to just talk to me. He asked if I got my phone and I said yes and then asked am I happy with it and I said well it’s the same type phone that had gotten stolen so yes I’m happy now to have a phone after 21 days. He said then you are happy. I was like no I still need the corporate number but I never got it. The agents kept trying to sell me home insurance too and I said why would I buy that when they can’t even get me a phone. Overall I’m very unpleased and don’t know how long it will take me to get the $250 back that was charged the first time. I will no longer be a...