Newton Radiator

December 6,
*** ** ***
*** *** *** Rd
Lenexa, KS
Re: Complaint # ***
Mr***,
On behalf of Asurion, please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above
referenced file numberI would like to offer my apology that your experience with Asurion did not meet your expectations
Asurion Service PlansInc(Asurion), is a provider of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other providerAsurion offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience
Asurion strives to provide world class customer serviceEach call or letter that comes into Asurion regarding concerns or issues relating to our service plan(s) is thoroughly investigated
I have a service agreement with this company in regards to a laptop computer I purchased through ***They said they would have it repaired and sent back in a weekIt is now over a month and after several calls and promises from them to have someone call me to resolve it, no one will call
The desired resolution listed in your complaint is a reimbursement of the purchase price you paid for the laptop
A review of your service history for the service plan you purchased has been completedThe research confirmed you submitted a claim for your malfunctioning *** laptop September 14, On September 15th, a prepaid shipping label and box were shipped to you to return the laptop for repairPer UPS tracking number ***, you returned the package to the service depot on October 17th On October 25th, notes indicate that the parts needed to repair the laptop were ordered however on October 27th, notes reflect that the parts were on backorderBetween the dates of November 1st through November 14th, you contacted Asurion to check on that status of your claimOn each occasion you were advised that the parts were still on backorder
On November 15th, Asurion contacted you advised that because the parts were on backorder, they would reimburse you for the purchase price of the *** laptopOn November 21st, an e-gift card in the amount of $489.86($449.00+40.86) was sent your email address of ***
We appreciate you as a customer and regret that your claim experience was less than satisfactoryI hope this response provides you with the necessary information to close out this complaint filed against Asurion If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####
Regards,
Anneatrica “AJ” H***
Asurion Compliance | ***
Phone ###-###-#### | Fax ###-###-#### | www.asurion.com
*** *** *** *** ***, Nashville, TN

November 15,
*** *** *** * *** *** *** *** ** *** *** ** * ***
Dear *** ***,
On behalf of Asurion, please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington, DC & Eastern Pennsylvania
(“Revdex.com”), on October 26, 2017, under the above referenced case identification numberI would like to offer my apology that your experience with Asurion did not meet your expectations
Asurion Services, LLC (Asurion), is an administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other providerAsurion offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience
Asurion strives to provide world class customer serviceEach call or letter that comes into Asurion regarding concerns or issues relating to our service plan(s) is thoroughly investigated
According to your complaint filed with the Revdex.com, you state the following:
“We bought the Asurion protection Plan from *** for our *** 55" TVThe HDMI ports quit respondingAsurion sent a box to return; this claim was started online August 14,A box was sent to return the TVA turnaround time of days; TV arrived on Oct 9th and the corner of the TV was cracked and the LED screen was cracked in several placesThen the customer service inefficiency really startedYou're constantly referred to the customer service number, I think to tire you of proceeding because this is very time consuming and not ever given a decision and what they do tell you is not practicedThey were going to file a claim with *** and then they would get back to meThey did neitherNOR did they get back to me by phone or emailMeanwhile, incase *** came to pick up the TV for inspection (because we were carrying out the TV to our deck every day and back in at eveningWe are both over yrsand carrying this out is heavy and I'm under a pain management doctor for low back issues and pinched sciatic nerveWe asked Asurion to send someone to pick up the TV but they reply by email without answering your questionsWe do not have another TVWe told them thatThat l sent email they sent me last Friday, Oct 19th, they said they were considering their options (?)! No more communication since then! Today I'm on *** and up pops a window track your claimI wouldn't never have thought to do that because last word from them, they would call me or probably email, when management team has an optionI put in my service number and hit track and find out that I can choose what kind of TV we desire, tap the 'next' button to respond and I'm directed, there's a problem processing your request and try again later or call *** to speak to a service advisorYet, NO ONE has called to ResolveThis is their continuing mantra; but no one can ever actually make a decision; call back which I'm convinced is to wear a person out and give up in frustration.”
The following is the desired resolution listed in your complaint:
“I want my refund to purchase a different TVHMDI ports should have never gone outA TV of identical features*** *** ** *** * with the highest refresh rate for high action videoULTRA HD PICK UP AND DISPOSE OF USELESS SETIt is not our fault it was returned trashedIt was received by Asurion not physically damaged like they returnedBeing and hubby 69, w/health issues, we do not want the responsibility of disposing which has environmental dangersIt would cost us to dispose and should be responsibility of *** or Asurion.”
Following receipt of your complaint, I researched your concernsMy research revealed that, on October 16, 2017, you contacted Asurion and informed the representative that the Service Center returned your *** Television (“TV”) back to you damagedThe representative instructed you to provide Asurion with a picture of the damages, and the serial number of the TVOn October 20th, Asurion received pictures of the damages to your TV
Following further investigation, and additional information provided by you, we were able to conclude that your TV was damaged while in transit to youTherefore, Asurion offered to reimburse you for the purchase price of your TV, plus taxesOn November 6, 2017, Asurion issued and mailed you check #*** in the amount of $1,
On November 13th, I contacted you and informed you of the above and asked that you allow up to business days to receive the checkDuring the conversation, you mentioned that “you did not want the responsibility of disposing of the TV.” I explained that acceptance of this reimbursement check fulfills all obligations owed to you by Asurion under your PlanAs such, as I mentioned during our call, Asurion is not responsible for the disposal of your damaged TVThe next day, I followed up with you and confirmed that the check was delivered to you
We value you as a customer and sincerely apologize for any inconvenience that may have been causedI hope this response provides you with the necessary information to close out this complaint filed against Asurion
Please feel free to contact me if you have any further questions or concernsI am available Monday through Friday between the hours of 9:00am to 4:00pm CST
Regards,
*** ***
Compliance Coordinator | [email protected]
P 615.524.5411| F | www.asurion.com

August 20,
*** ***
*** *** ***
*** *** ** ***
Complaint # ***
Ms***
On
behalf of Asurion, please
accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC &
Eastern Pennsylvania, under the above
referenced file numberI would like to offer my apology that your experience
with Asurion did not meet your
expectations
Asurion
Service PlansInc(Asurion), is a provider of extended service plans, buyer
protection services and product support programs that serves more top consumer
electronics retailers than any other provider. Asurion offers retailers
and manufacturers innovative, customizable solutions for the delivery of
customer service and support throughout the product ownership experience
Asurion strives
to provide world class customer service. Each call or letter that comes
into Asurion regarding concerns or issues relating to our service plan(s) is
thoroughly investigated
According to your complaint filed with the
Revdex.com, it takes an excessive amount of time to receive a
reimbursement for a covered product after shipping the item to Asurion. The stated expectation is a reimbursement
within 24-hours. You returned a
covered item via *** on July 23, After more than a week had passed you
still had not received the reimbursement.
When you call to follow up you are advised “it is still processing.”
The
desired resolution listed in your complaint is for reimbursements to be issued
when we say we will, which is as soon as we are notified by *** that the item
has been dropped off for delivery.
A
review of your service history for the replacement plan you purchased has been
completedThe research revealed you initiated a claim with Asurion July 23,
for a tablet purchased online at ***.comThe claim was immediately
marked “for review” which specifies the product must be received and inspected
before a reimbursement can be issued. A
prepaid shipping label was provided to you for submitting the tablet to our
depot center. The shipping label was
scanned by *** July 28, and the tablet was delivered Friday July 31,
2015. A request was submitted the
following Monday August 3rd, to issue to reimbursement
immediately. The reimbursement was
invoiced August 5, for the full purchase price amount including sales
tax. You provided a confirmation August
5th to Resolution Specialist *** that you did receive the
reimbursement via e-gift card that was sent to your e-mail address.
Asurion
randomly selects some claims for review in an effort to confirm we are
processing claims correctly. Your claim
was randomly selected for review which unfortunately did cause a longer
processing time than what your expectation had been. We regret the inconvenience
I
hope this response provides you with the necessary information to close out
this complaint filed against Asurion
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ***
Regards,
Ken P***
*** *** * ***
*** *** * *** *** * ***
*** *** *** * *** *** * *** ** ***

From: *** *** Date: Thu, Jul 9, at 4:PMSubject: Re: My E-mail AddressTo: *** *** my complaint ID is *** and I would like to let you know that the company that I filed the complaint with has resolved the problem by sending
me the part requested in the complaint itself.*** ***

I am again going to reject your response as I just sent back another tablet Claim filed: September 21, Service request number: *** I received the shipping label and dropped the tablet off to be shipped back to you on September 22, Today is September 29, and I still have not received reimbursementWhen I called I was told there was no salvage hold put on the itemI finally emailed a supervisor that helped me with the last claim and guess what she told me? The following is the email I received: "Thank you for your emailI apologize for the inconveniences you have experienced, and I am happy to help furtherI show the tablet was received today, and will require inspection before reimbursement can be processedThe inspection timeframe is business days, and once inspected, your e card would be processed and received within hours
I will be happy to oversee the claim and ensure your e card is processed and received, however, I cannot override the salvage hold and inspection requirement, but I can ensure the representatives you have spoken with are addressed about the way the call was handled and the misinformation that was provided."
I was told there was NO hold put on this tabletIt would seem that nothing has changed and misinformation is still being given
I takes an excessive amount of time to get a refund from youI find it hard to believe that the selection to put holds on items for inspection is " Random " I has happened the last three plus times in a row that I have sent back tabletsThis is not acceptable
If you are going to require that items be inspected prior to issuing reimbursement then your policy needs to be changed

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
L*** ***

March 12,
*** *** *** *** *** *** Normantown, WV ***
Complaint ID # ***
Dear *** ***
On behalf of Asurion, please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington, DC & Eastern
Pennsylvania (“Revdex.com”), on February 21, 2018, under the above referenced complaint identification numberI would like to offer my apology that your experience with Asurion did not meet your expectations
Asurion Services, LLC (Asurion), is an administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other providerAsurion offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience
Asurion strives to provide world class customer serviceEach call or letter that comes into Asurion regarding concerns or issues relating to our service plan(s) is thoroughly investigated
According to your complaint filed with the Revdex.com, you state the following:
“They sent me a check out on the 6th to me and I never did get it now they are telling to me wait until March 1stIt don’t take that long to get to meI want something done about itI called them times nowthe first time someone told me they never processed it yet and then they tried to and was declined and then last week and said I should get it on the 20th and then yesterday and he said I should get it today and I never and then today and they told me to wait until the 1st of marchSo from the 6th of Feb to the 1st of March that is almost a month to wait for a check to come with mail runs days a week.”
The following is the desired resolution listed in your complaint:
“I want the amount plus something else for making me go through all this trouble.”
A review of your service history for the 2-year Protection Plan (“Plan”) you purchased at ***, on February 27, 2017, for your *** Tablet (“Unit”) has been completedThe research revealed the following:
• On January 17, 2018, you contacted Asurion to file a claim because your Unit stopped workingA prepaid label and was mailed to you for forwarding your Unit to the service center for repair
• On February 6, 2018, the service center received your Unit and a $check request which is the purchase price of your Unit plus tax, was processed
• On February 12, and February 13, 2018, you contacted Asurion because you never received your reimbursement checkYou were instructed to allow up to business days to receive the check
Following receipt of your complaint, I researched your concernsMy research revealed that, due to a processing error, your reimbursement was delayedOn March 6, 2018, a Resolution Specialist, Leigh Ann contacted you to discuss your concernsDuring the call, Leigh Ann explained that Asurion is currently working on the processing error and a check in the amount of $will be mailed to you once the issue has been resolved
Again, on behalf of Asurion, please allow me to apologize for any inconvenience you may have experienced as a result of this matterBe assured that your experience is not representative of the quality and/or reliability of the service Asurion strives to provide and that your feedback regarding your claims experience will be utilized in process improvementCustomer satisfaction is the ultimate measurement of our success and your feedback is instrumental in identifying opportunities for continuous improvement
If I can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at the number listed below or Leigh Ann at (479) 967-I am available Monday through Friday between the hours of 9:00am to 4:00pm CST
Regards,
Lesley J***
Compliance Coordinator | ***@asurion.com
P ***| F *** | www.asurion.com

July 1,
*** ***
*** *** ***
Meeker,
OK ***
Case #
***
*** ***,
On behalf of Asurion,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern
Pennsylvania, under the
above referenced file numberI would like to offer my apology that your
experience with Asurion did not meet your expectations
Asurion Service PlansInc(Asurion), is a provider of extended
service plans, buyer protection services and product support programs that
serves more top consumer electronics retailers than any other provider. Asurion offers retailers and
manufacturers innovative, customizable solutions for the delivery of customer
service and support throughout the product ownership experience
Asurion strives to provide world class customer
service. Each call or letter that comes into Asurion regarding concerns or issues relating to our service
plan(s) is thoroughly investigated
Your complaint with the RevDex.com is copied below.
Failure
to provide accurate informationCannot get accurate information on time repair
will be completed on *** inch tvFirst response was week after
reported problemPart brought did not fix problem that was guessed by phone
supportAnother part ordered however have been given different times by
different people when WE make calls to find out statusCompany has made NO
effort to contact usManagement has been asked to contact usIt has now been
two weeks!! VERY POORCustomer service!!
A review of your service history
for the service plan you purchased has been completedThe research confirmed
you submitted a claim for your television May 28, 2015. An attempt to troubleshoot the problem over
the phone was unsuccessful. Based upon
the available information, parts thought to be necessary to repair your
television were ordered. The initial
service visit did not result in your television being repairedAdditional
parts were orderedThe parts needed were motherboardsWe subsequently learned
the motherboards had not been updated with the latest firmware from ***
resulting in an inverted picture. Rather
than continue with repair attempts that may have also been unsuccessful, a
decision to provide you with a reimbursement check for the purchase price paid
for the television was approved. I spoke
with you to discuss your concerns and advised we would provide a reimbursement
to you. You stated you would be out of
town the week of June through June and requested the reimbursement be
sent after June 29, 2015. I stated I
would wait to submit the request so it was not delivered while you were out of
town. When I attempted to submit the
request Friday June 26th, I observed someone else had already done
so. A reimbursement in the form of an
e-gift card was approved to be sent to the e-mail address we have on file. I contacted you to inform you of thisI
asked if an e-gift card was acceptable or if you still preferred a check. You stated a check was your desire. A request to resubmit the reimbursement via a
check has been submitted. I will follow
up and provide you with any updates on the status of the reimbursement check as
they become available.
I
hope this response provides you with the necessary information to close out
this complaint filed against AsurionIf we can be of further assistance
to you regarding this matter, please do not hesitate to contact me directly at
###-###-####
Regards,
Ken P***
Compliance Coordinator ***@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
Grassmere Park | Suite |
Nashville, TN

July 30,
*** ***
*** *** *** ***
Rathdrum, ID
Case # ***
Mr
***,
Asurion received your rejection
of our reply letter addressing the complaint you submitted to the RevDex.com. Your original
complaint is copied again below
Warranty
purchased and not honored by companyI purchased a product at *** and I
purchased a product service plan through Asurion/***I have had a defect
in the product and I tried to return the product under the service plan and I
was deniedSaying that it didn't fall under the service plan
Our reply to your complaint is summarized
below.
Our research revealed that on
March 28, you purchased a *** *** coffee maker with a month
replacement plan provided by Asurion. I
was unable to locate a record of a conversation with you inquiring about your
coffee maker being replaced by Asurion.
You mentioned in your complaint that your product has a defect. I respectfully submit that the coffee maker
you purchased has a manufacturer’s warranty that is effective through March 27,
2016. In the terms and conditions of the
replacement plan you purchased you will find the statement below regarding the
manufacturer’s warranty
Manufacturer's Responsibilities: Parts and services covered during the manufacturer's warranty
period are the responsibility of the manufacturer
I also provided
information about the manufacturer’s warranty and contact information for
*** *** so that you could submit a warranty claim for the defective
coffee maker.
Your rebuttal
statement is copied below
I
am rejecting this response because:
So if the manufacture warranty does not expire until 3/27/2016, why will there
be less than a year left on my extended warranty? The two year extended
warranty will expire in So you are selling extended warranties
To reiterate our original
response, the terms and conditions of the Replacement Plan you purchased for
your coffee stipulate parts and services covered during the manufacturer’s
warranty are the responsibility of the manufacturerThe manufacturer’s
warranty for your coffee maker is effective until March 27, 2016.
The Replacement Plan you purchased for your coffee maker begins on the date of
purchase and is in effect for monthsIt does not replace the manufacturer’s
warranty, but rather provides enhanced benefits during the manufacturer’s
warranty that are not provided by the manufacturer. Power surge protection is an example of an
enhanced benefit.
Regarding the coverage dates for
your Replacement Plan, I refer you again to the terms and conditions of the
Plan. In the terms and conditions you
will read the following statement regarding the Term of Coverage:
Term of Coverage: The
term of your Plan begins on your date of purchase and continues for the period
indicated on your sales receipt or your order confirmation emailExcept for
the enhanced coverages outlined above, which begin on your date of purchase,
all other coverage becomes effective immediately following the expiration of
the manufacturer's warranty and remains in effect throughout the end of your
term, unless cancelled or fulfilled pursuant to the provisions belowIn the
event your product is being serviced by an authorized service center when the
Plan expires, the term of the Plan will be extended until the covered repair
has been completed
I respectfully submit that you
should contact the manufacturer of your coffee maker, *** *** to have the
defect addressed. The following information was located on the ***
*** website http://www.***.com/***-***-warranty.html regarding their
warranty
This
product is warranted to be free from defects in material and workmanship for a
period of one (1) year from the date of original purchase
To
make a warranty claim, do not return this appliance to the storePlease call ###-###-#### in the U.Sor
###-###-#### in
Canada or visit ***.com in the U.Sor ***.ca in Canada
For faster service, locate the model, type, and series numbers on your
appliance
We regret the
Replacement Plan provided by Asurion for your coffee maker has not met your expectations. If you prefer, we are able to cancel the Plan
and provide a reimbursement of the purchase price you paid for the Plan. If this is acceptable to you, please e-mail
me at *** with the address you would like a
reimbursement check sent to.
Sincerely,
Ken P***
Compliance Coordinator |***
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
*** *** *** | Suite |
Nashville, TN

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
NNo she told me a gift card would be sent to my email and I never got it. Then she told me days later she couldn't do it. She LIED to me....
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

October 20,
*** ***
*** *** *** ** *** ** ***
Re: Complaint ***
Ms***,
On behalf of Asurion, please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above
referenced file numberI would like to offer my apology that your experience with Asurion did not meet your expectations
Asurion Services, LLC (Asurion) is the administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other providerAsurion offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience
Asurion strives to provide world class customer serviceEach call or letter that comes into Asurion regarding concerns or issues relating to our service plan(s) is thoroughly investigated
“Purchased a in *** Television at *** on 8/01/The price was $I purchased a three year service plan with Asurion for an additional $On 9/11/the bottom right side of the screen turned white and became very hotI filed a claim with Asurion on 9/12/They asked me to email them some pictures, and I didOn 9/15, they said they would send me a box to return the TV for serviceSince that time I have had to call them five times asking where the "box" is, and each time I was told the box was never requested, but it would definitely be requested todayFive times, same story, almost a month since I filed the claim, and the TV stopped working completely on 9/All I want is for them to honor their service contractIf they can't send this "box" they speak of, then they need to send me a new televisionI shouldn't have to keep calling, only to be told to call back in business days, because that's how long it takes to get a box, I will never buy anything from *** again, and if I ever need a service contract, I will make sure it is not with AsurionPlease if you can help me, all I want is a television of equal value, function and sizeI saved all emails to and from them to prove the length of this ongoing process
Desired Resolution:
The desired resolution listed in your complaint states:
“I just want another television of equal size function, and valueA *** smart inch led televisionNo more excuses.”
A review of your service history for the replacement plan you purchased has been completedThe research revealed you contacted Asurion September 12, to report an issue with your televisionYou were requested to provide pictures of the issue that you were experiencingOn September 16th, after troubleshooting the problem did not fix the issue, a prepaid *** return shipping label was requested to be sent to the same address listed in this letter so that you that could send in the television for repairBetween the dates of September 28th through October 4th, you contacted Asurion and advised that you did not receive the return shipping labelAs a result, on October 11th, an E-gift card in the amount of $($purchase price plus $taxes) to the email address listed in the complaint of ***
We appreciate you as a customer and regret that your claim experience was less than satisfactoryI hope this response provides you with the necessary information to close out this complaint filed against Asurion If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ***
Regards, *** *** ***
Asurion Compliance | ***
Phone *** * *** *** | *** *** *** *** *** *** *** ** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
A person should not have to jump through so many hoops to file a claim on a warranty they paid for, but I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:I accept the settlement by Asurion. However, the business *** *** lied about what occurred. The oil I used was purchased at *** *** and was purchased as the oil recommended for the Lawn Tractor. They would do well to seek another service provider
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

March 20,
*** *** *** *** *** **
Normantown, WV *** Complaint ID # ***
Dear *** ***,
I am writing in response to your March 13, rebuttal to Asurion’s March 12, response to your inquiry filed with the Revdex.com of Metro Washington, DC & Eastern Pennsylvania (“Revdex.com”), on February 21, 2018, under the above referenced complaint ID number
According to your rebuttal to Asurion original response to your complaint you stated the following:
“No she told me a gift card would be sent to my email and I never got itThen she told me days later she couldn't do itShe LIED to me.”
Following receipt of your rebuttal, I researched your concernsOur records reflect that, because you did not receive the check mailed to you on February 6, 2018, Asurion reissued the checkDue to a processing error, the second check request was delayedOn March 14, 2018, Leigh Ann emailed you and explained that the processing error was resolved and a check was mailed to youTo date, Leigh Ann has not received a response from you
Again, on behalf of Asurion, please allow me to apologize for any inconvenience you may have experienced as a result of this matterBe assured that your experience is not representative of the quality and/or reliability of the service Asurion strives to provide and that your feedback regarding your claims experience will be utilized in process improvementCustomer satisfaction is the ultimate measurement of our success and your feedback is instrumental in identifying opportunities for continuous improvement
If I can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at the number listed below or Leigh Ann at ###-###-####I am available Monday through Friday between the hours of 9:00am to 4:00pm CST
Regards,
Lesley J***
Compliance Coordinator | ***@asurion.com
P ###-###-####| F ###-###-#### | www.asurion.com

June 22,
Judith Gail Bothern
WStirrup Drive
Lincoln, NE
Complaint ID #***
Dear *** ***,
On behalf of Asurion, please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania
(“Revdex.com”), on June 7, 2017, under the above referenced complaint ID numberI would like to offer my apology that your experience with Asurion did not meet your expectations
Asurion Services, LLC (Asurion), is the administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other providerAsurion offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience
Asurion strives to provide world class customer serviceEach call or letter that comes into Asurion regarding concerns or issues relating to our service plan(s) is thoroughly investigated
According to the complaint you filed with the Revdex.com, you state the following:
“I purchased a yr *** *** power plus service plan for $on June 21, for a *** *** mower $Recently the choke stuck in a very high idleI called the protection plan *** on about 5/5/*** *** small engine *** *** *** *** ** *** ** *** *** *** owner is ***Came out 5/12/said needed adjustment but not harmful to use itPicked up mower 5/19/5/26/*** said it was dust/dirt got into the governor and gummed it upreturned mower 6/2/*** billed me for the entire service $I questioned why warranty did not cover service *** said he talked to *** at the warranty company and it did not cover dust/dirtWarranty clearly states dust is covered and I told *** I was going to call the companyCalled the warranty company***e called *** who then said it was poor quality oil and caused problems with the carburetorI had never heard of any oil problemTalked to supervisor *** who said they would investigateThey were to email me with findings6/6/"***" left msg on home phone to call customer service if I had questions about their decision but did not give me the decision6/7/called warranty company - *** who said it was a fuel problem and not covered - brand NEW reasonTalked to supervisor *** who said that the oil and fuel caused a problem with the carburetor and when there is one repair that is not warrantied, they won't cover any other parts or service eitherHe refused to discuss the problem with the governor or the fact that the "reason" for the problem by their own records changed timesIf the oil was the cause of the problem, why didn't *** change it? If fuel was the problem, why didn't *** change that? It was clearly what *** said first - before he knew I was going to call the company - dust which is coveredSo is Mechanical failureWarranty Company just doesn't want to pay.”
The desired resolution listed in your complaint states the following:
“I want them to pay for the service of the governor and carburetor and the laborBoth are clearly coveredI understand that I would pay for the sharpening of blades and adjusting the deck*** lied and their own records show his change of storiesI use *** *** oil and filters that they tell me are appropriate for my mowerThe gas is the same quality gasoline I use for my car.”
A review of our customer interaction history has been completed for your *** *** Lawn Tractor (“Tractor”)The research revealed the following:
• On June 21, 2014, you purchased a 4-year Power Plus Service Plan (“Plan”) for your Tractor
• On May 7, 2017, you filed a claim because the throttle was not working properlyService was setup on May 9th for the Tractor to be repaired
• On May 9th, you contacted Asurion and requested to reschedule the service appointmentYou were advised to contact the Service Center directly regarding your rescheduling needs
• On May 11th, service was rescheduled for May 13th online
• On May 17th, the service advisor was contacted and service was rescheduled for May 19th
• On May 22nd, the service advisor contacted the service center regarding the repair statusA message was left requesting a service update
• On May 25th, a 2nd message was left requesting a service update
• On May 31st, the service advisor spoke with the service center who stated the repair was complete and that the Tractor would be returned by the end of the week
• On June 2nd, you contacted Asurion as you were informed that your claim was denied because debris was found on the carburetor and the type of oil used was incorrectYou stated that you paid the service center and that you would contact your financial institution to request a stop payment
• On June 6th, a service advisor contacted you and explained the reason for the claim denial was due to customer misuse
• On June 7th, you spoke with an escalation representative who informed you that according to the service report, debris was found in the carburetor mixed with fuel and that the oil used was reported as incorrectYou did not accept the service center’s findings and stated you would get a second opinion
Upon receipt of the complaint you filed with the Revdex.com, Asurion researched your concernsConfirmation was received that the Service Center completed the repairs prior to notifying you of the non-covered failureDue to this, on June 9th, a Resolution Specialist contacted you to inform you that Asurion would reimburse you for any out of pocket cost, however you indicated that you had not incurred any fees, and that the Tractor had already been returned to youYou appreciated the prompt follcall and had no further questions or concerns
I hope this response provides you with the necessary information to close out this complaint filed against AsurionIf we can be of further assistance to you regarding this matter or the reimbursement process, please do not hesitate to contact me directly
Regards,
*** *** *** *** *** *** *** *** ***

July 1,
*** ***
PO Box ***
Metairie, LA ***
Case # ***
*** ***,
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC &
Eastern Pennsylvania, under the
above referenced file numberI would like to offer my apology that your
experience with N.E.Wdid not meet your expectations
N.E.WCustomer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.Woffers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience
N.E.Wstrives to provide
world class customer service. Each call or letter that comes into N.E.W
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated
According to your complaint filed with the Revdex.com, you
submitted a claim for a defective printer and have received broken printers as
replacements. You requested a refund of
the purchase price you paid for the printer but have been given the run
around. We advised you there are no
authorized service centers in your area, and asked you to locate one on your
ownWe stated that we would reimburse you for the cost of repairYou have
been unsuccessful locating a service provider and we have not been able to
provide an acceptable resolution
The desired resolution listed in
your complaint is to receive a refund of the price paid for the printer and the
extended service plan
A review of your service history
for the replacement plan you purchased has been completedThe research
revealed you contacted N.E.WJanuary
23, to report your printer would no longer power onOur troubleshooting
efforts were unsuccessful. A replacement
printer was sent to you January 28, after being on backorder a few
days. You notified N.E.Won January 30th that the replacement printer you
received was filthy and making clicking noises. A second replacement printer was sent to
you. You notified N.E.Won February 5, the second printer was also dirty when
it arrived and had paper stuck in itThe following day you informed N.E.Wthat you were returning the two
replacement printers you received as yours began working again. The printers were received at our depot
center February 9, 2015. There was no
further communication with you until May 20, when you informed us your
printer would no longer power on againA third replacement printer was sent to
you May 21, 2015. On May 26th,
you informed N.E.Wthe most recent
replacement printer was received with a side panel that was not connected to
the machine properly and that the printer head jack was also damaged. At this point you requested a reimbursement
of the purchase price paid for the printer citing you had received three
defective replacement printers. The
reimbursement request was denied with an explanation that the printer would
need to be serviced. We advised you
there were no service providers in our network that were located in your area. We informed you that if you located a service
provider on your own you could have the printer repaired and we would reimburse
you for the cost. On June 17, you
called to make another request to receive a reimbursement of the purchase price
paid for the printer. This request was
approved due to the length of time that passed with no resolution. A reimbursement in the form of an e-gift card
for the full purchase price including sales tax was invoiced June 19,
2015. We are unable to refund the
purchase price paid for the Plan as it was the existence of the Plan that
allowed for a reimbursement of the purchase price paid for the printer.
Your claim experience is not
typical of the service we strive to provide our customers on a daily basisWe
regret that it was less than satisfactory.
We will utilize your claim in an effort to prevent other customers from
having a similar experience. If you have
not received your reimbursement upon receipt of this letter, please contact me
directly at the number below and I will be happy to follow up for you.
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####
Regards,
Ken P***
Compliance Coordinator |***@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
Grassmere Park | Suite |
Nashville, TN

From: [redacted] Date: Fri, Jun 19, 2015 at 8:07 PMSubject: complaint #[redacted]To: [email protected] whom it may concern:I filed a complaint yesterday, #[redacted].  The company has resolved the problem to my satisfactory.thank you,[redacted]

July 27, 2015
 
[redacted]
Case # [redacted]
 
On behalf of Asurion, please accept this letter in response
to your inquiry filed with the Revdex.com of Metro Washington DC
& Eastern Pennsylvania, under the above...

referenced file number. I would
like to offer my apology that your experience with Asurion did not meet your expectations.
 
Asurion Service Plans. Inc. (Asurion), is a provider of extended service
plans, buyer protection services and product support programs that serves more
top consumer electronics retailers than any other provider. Asurion offers
retailers and manufacturers innovative, customizable solutions for the delivery
of customer service and support throughout the product ownership experience.
 
Asurion strives to provide world class customer service.  Each
call or letter that comes into Asurion regarding concerns or issues relating to
our service plan(s) is thoroughly investigated.
 
According to your
complaint filed with the Revdex.com, on March 11, 2015 you
purchased two tablets at a [redacted] store along with replacement plans for item.
In or about April/May 2015 you submitted claims for each tablet. You requested
the claims be fulfilled via [redacted] e-gift cards that could be sent to your
e-mail address.  You returned both
tablets to our depot center as requested. 
On May 18th you received one e-gift card via e-mail and you
were advised the second e-gift card would also be sent to your e-mail
address.  On June 11, 2015 you were asked
to provide a receipt copy for one of the tablets. You did so by sending a copy
of the receipt to the e-mail address you were provided with.  As of July 4, 2015 you still had not received
the e-gift card reimbursement for the second tablet.
 
The desired resolution listed in your complaint is to
receive the [redacted] e-gift card as expected.
 
A review of your service history for the replacement plan
you purchased has been completed. The research confirmed two claims were
submitted for tablets purchased at [redacted]. A reimbursement of the purchase
price paid for each tablet was issued via e-gift card and sent to the same
e-mail address you provided to the Revdex.com.  Our records confirm one e-gift card with a
number ending in 5676 was activated on May 18, 2015 in the amount of $106.92.
This e-gift card was redeemed in full at [redacted] store # 0628 on June 26,
2015.  A second e-gift card with the
number ending in 9231 was activated and issued on June 24, 2015. The
reimbursement amount was the same as the first e-gift card.  As of July 16, 2015 this e-gift card had not
been utilized. 
 
I attempted to reach you by phone on three separate
occasions.  On each call I left a message
with my contact information and a request to call me if you have not received
the second e-gift card. As of the writing of this letter I have not heard from
you.  I always advise customers to check
their e-mail junk folders as sometimes our e-mails are received there. If you
did not receive the second e-gift card we are happy to reissue the
reimbursement for you.  If you still
require assistance, please call me at [redacted] or if you prefer, you may
reach me by e-mail at [redacted]
 
I hope this response provides you with the necessary
information to close out this complaint filed against Asurion If we can be of further assistance to you regarding this
matter, please do not hesitate to contact me directly at 615-445-2404.
 
Ken P[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]