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Updated by user Aug 01, 2011

I would like to point out that all of my major appliances are with Assurant, and I have been their customer since 2007. Whenever I have called with an appliance issue, I have always had an engineer at my home within 48 hours.

I cannot complain on their quality of service when it comes to fixing covered appliances.

I made my original post on Sunday evening July 10th, 2011. By Monday morning July 11th, less than 24 hours after my post, I was contacted by an Assurant Solutions company representative (through this website). Patrice asked me to contact her and she would help me get this issue resolved.

She immediately assigned it to one of her escalation team members (Todd), and he and I worked together to get all of the pieces of the puzzle resolved. Between Todd and Patrice, they have completely fixed the issues outlined in my complaint. The best part of this story is that I finally received my refund!! I had honestly written that money off and expected to never see it again.

Patrice did in 1 day what I had been trying to do for 1 year. Thank you from a once again satisfied customer.

Original review posted by user Jul 10, 2011

Let me start with the fact that I have been trying to get my $420 refund from Assurant Solutions since July 15, 2010. I have called more than 15 times and spent more than 25 hours on the phone with these people. Some people may say to let it go, but now it's about principle.

I had 3 policies with Assurant Solutions. In July 2010, we sold our house. Per the Assurant Solutions contract, the value of your policy is worth a prorated amount, minus any claims you have had, minus a processing fee.

Policy #1 (Oven, range & dish washer)- In July 15, 2010 I sent a written request to cancel this policy effective immediately. The monetary value, per my customer service phone conversation was ~$420 after fees. This policy had zero claims on it.

Policy #2(Fridge) โ€“ In September 2010, I requested that the address on our fridge policy be updated to our new home address.

Policy #3 (Microwave) - In Dec 2010, I requested, in writing that the name be updated on policy to reflect the new owner of our old house. This policy was for a built in microwave, and because the policy did not cost us very much to begin with, and had a claim on it, it had very little monetary value. By the time they processed the cancellation and removed any fees, policy would be worth nothing.

The Refund Fiasco: In September 2010 Assurant Solutions told me they sent the check to the old address, oddly enough the check was never forwarded to my new address. In Late October I called and told them I still had not received the check. They told me to wait 4-6 weeks and I would have the check by them. Nope, again the check got lost in the mail.

In late December 2010 I spoke to a very nice Customer Service Representative, who was extremely apologetic and told me the ball had been dropped that he would personally fix all of the issues with my accounts and that I would have the check in possession in 1-2 weeks, but to wait 4 weeks before I got concerned.

Feeling confident that everything was straightened out, I sent a written notice on December 28th, 2010 asking that Policy #3 (Microwave) be updated to reflect the new owner's name. I know, bad bad bad idea. I should have waited until I had that check in my hands. I did not do that. My fault.

By end of January 2011, I still had not received my check and I called again. The CSR informed me that the name on all policies had been updated and that the check had been re-issued in the new owner's name (wrong name). Keep in mind that they contractually request name changes be made in writing, with policy numbers indicated in the written request. I requested the name change on only one policy (#3 for the microwave)

I was told that they could not put a stop payment on the check, that they were going to wait and see if he cashed it or not. That because the money was not his, he had no business cashing a check in his name anyway. After 2 months of phone calls and waiting I call again in late April and find out he DID cash the check. Now they said the were trying to get the money back and to call in 4 weeks around late May 2011. I called back in late May, and they told me they are working to get my money back and then they will re-issue the refund check.

Keep in mind that each phone call I have had, they told me they would call me back within 2 business days and NEVER did. At the beginning of July 1st 2011, after almost one year of phone calls and many hours of being hold and getting the run around, I call back and ask for the status of my refund, and they said, sorry you requested that the name on the policy be changed and we will not be reissuing a check. What!!???? I mentioned to the Customer Service Representative that I still have the letter where I asked them to update the name on the microwave policy only. They said too bad. We updated the name on all of the policies and you will not get your refund.

$420 may not be much to Assurant Solutions, but it is to me. They do not respect your time or honor you as a customer. To say that I am disappointed and frustrated with this company us a total understatement. This is not the way to do business, and I hope that someone in upper management investigates why they wasted so many hours and still managed to not fix one of the problems outlined.

One year later, I do deserve some answers, my refund and an apology

Location: San Antonio, Texas

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Christopher P Gns

i just want my money that Assurant owes me and for then to quit call and e mailing me, when they pay up, csp, this Company s s a Joke, and the Manger Humberto Velez , lier , Theif,

Guest

I have had Assurant as my insurance for 8 years. They hired a company by the name of Puls Electronics to fix my dryer.

Puls is the worst company I have never had to deal with. No one can give me an answer as to when my dryer will be fixed. No one could tell me when my next appointment was. I will be cancelling my policy with Assurant because of Puls.

If these are the people Assurant is going to use to represent their company. I want nothing to do with them.

Christopher P Gns
reply icon Replying to comment of Guest-1806523

i agree

Guest

Please contact me at patrice.eastham@***.com. I'd like to help you resolve this!

Christopher P Gns
reply icon Replying to comment of Guest-310733

call me can you help me to Christopher ''Scott ''Pitcock 317-504-****

Christopher P Gns
reply icon Replying to comment of Christopher P Gns

317-504- two seven seven one call me Christopher '' Scott '' Pitcock

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