• Report: #1009821

Complaint Review: Assurant

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  • Submitted: Wed, February 06, 2013
  • Updated: Thu, February 14, 2013

  • Reported By: KE — Santa Monica California United States of America
Assurant
PO Box 100, Rapid City, SD Internet United States of America

Assurant Assurant Appliance Protection Advantage Extended Service Plans, Federal Warranty Service Corp. Bogus Service Plans, Internet

*UPDATE Employee: Repair person will be there tomorrow

*Author of original report: It Just Gets Worse

*UPDATE Employee: I'd like to help you with this.

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Assurance claims to sell a "comprehensive" warranty plan to fix your appliances, e.g., washing machine, dryer, dishwasher, refrigerator should they break during the year you are insured with them.  What they do not tell you is that they will make it as difficult as possible to schedule repairs, they will not guarantee when repairs will be scheduled, and they will ship any necessary parts on the slowest/cheapest shipping method possible so parts could take 12 days to arrive.  My washing machine broke on January 23, 2013, after Assurance was closed for the day.  

I called on January 24, and I was told their was a "problem" and they could not schedule my repair, to call back in 24 hours.  I asked to speak to a supervisor who told me the same thing, and they refused to schedule the repair.  I called back 24 hours later, and they could not schedule a repair until the following week.  I took off an afternoon of work to wait from 12-6pm for the repairperson who never showed up, and at 6pm Assurance was closed for the day.  

I called the next day and was told the repairperson was sick and I had to wait another 48-72 hours for another repairperson.  Later that week a repair person arrived, and he said it would take 5-7 days for a part to arrive.  It has now been 7 days, and I am told today that the part will be at least another 5 days, and then I have to wait to reschedule a repair person.  The repair company told me Assurance does not authorize overnight shipping of parts.   

So I am waiting 2-3 weeks minimum to get my washing machine fixed, with a family of 5, and after escalating my complaint to the highest person at Assurance who would speak to a consumer, they refuse to expedite the repair.  They also refuse to give me any refund for my insurance with them, so I cannot call a local repairperson myself to get my washing machine fixed this week.  They also said even if the part arrives in the next 5 days, and even if I am available at home, they cannot guarantee that it will be fixed next week.  

This report was posted on Ripoff Report on 02/06/2013 11:16 AM and is a permanent record located here: http://www.ripoffreport.com/r/Assurant/internet/Assurant-Assurant-Appliance-Protection-Advantage-Extended-Service-Plans-Federal-Warranty-1009821. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 2Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE Employee

Repair person will be there tomorrow

AUTHOR: Maria Buford - (USA)

I understand your repair person will be there tomorrow. I apologize it has taken longer than you expected to get your appliance repaired. Let me know how it goes tomorrow.
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#2 Author of original report

It Just Gets Worse

AUTHOR: KE - (United States of America)

Unbelievable.   It only got worse since this report. The repairman finally came back on Friday, 2/8 with the part he ordered, but now he claims we need a new motor so he ordered the wrong part.  I asked if he was sure this time of which part we needed and if he could overnight the part since he ordered the wrong part over a week ago. He said he could not expedite shipping, even though I said I would pay for expedited shipping. I asked if we could call a supervisor together to finally resolve this, and he said there is no one available to speak to.  

I reported all of this to the employee who responded to my report on Ripoff, and as a result did anything improve?  No.  No repairs.  My machine is still broken.  I got a call from a "customer escalation supervisor," who I immediately called back and left a few voice mails until we finally spoke today.  More uselessness.  He said the earliest someone could come to repair my machine now is another 48 hours away, Friday afternoon, 2/15, over 3 weeks since my machine broke.  I asked why someone could not come tomorrow morning, tomorrow afternoon, or Friday morning since I have been waiting for 3 weeks, and he said he asked the repair company and no one is available until Friday afternoon.  I said why don't I call local repair companies and get someone here tomorrow morning and Assurant can pay for it or give me my money back.  He said no.  He had zero authority to expedite the fixing of my machine, refused to give me a refund, and refused to let me get my own repairperson here to fix my machine.  Now I wait once again with a broken machine and zero help from this company.  I will never use this company again -- slowest customer service, slowest repairs, slowest shipping for parts, most disorganized, and will not return your money if you are unhappy.  So much smarter to use a local repair company that to give money to Assurance.  Terrible company.
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#3 UPDATE Employee

I'd like to help you with this.

AUTHOR: Maria Buford - (United States of America)

Please contact me at maria.buford@assurant.com and supply your name, contact and claim info. I will look into it right away and do everything I can to make it right.
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