We apologize for the experience and inconveniences the consumers encountered
Reviewing our records, we show the consumer has been contacted and a resolution has been offered and agreed upon
Initial Business Response /* (1000, 5, 2015/12/14) */
We apologize for the issue the consumer experiencedOur records indicate that the purchase was initiated on a reseller's websiteThe consumer's refund was initiated on 12/8/and the funds should be returned in 7-business days
Initial
Consumer Rebuttal /* (3000, 7, 2015/12/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received the refund check as of today from the company nor have I been assured that my credit card and personal information has been removed from this company's database
Final Business Response /* (4000, 9, 2015/12/16) */
The purchase of the warranty was not done on the SquareTrade website it was through a separate resellerWe do not have access to the consumer's credit card information but we have removed her mailing address, phone number and email address from our databaseThe consumer's refund was initiated on 12/8/and the funds should be returned in 7-business days
Final Consumer Response /* (4200, 11, 2015/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am still receiving emails from Square Trade to my work email addressI want COMPLETELY removed from their databaseI want ALL personal information REMOVED from their database
Initial Business Response /* (1000, 5, 2016/01/08) */
We apologize the consumer experienced issues with their devicePer the receipt provided by the consumer a Squaretrade warranty was purchased for a major applianceThe device in question is not a major appliance but a replacement part for a
major appliance(dryer)The consumer misrepresented the item and this voids the warrantyThe consumer has been refunded in full for the warranty price
Initial Consumer Rebuttal /* (3000, 7, 2016/01/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Squaretrade is still offering extended warranties on eBay listings for appliance parts new and usedeBay claims that eBay is not responsible for this and Squaretrade is doing thisI have found these squaretrade warranties offered for new as well as used parts for sale by the sellers of ebayI understand the seller is not aware of square trade offer warranties on their listing as per what eBay has told mesounds like a scam to me is order to make money of from people that may not ever have to file a claimIf they do, square trade refunds their money for the warranty purchased, and sends an email to the purchaser thanking them to request of canceling the warranty that square trade did on their ownI received my money back, but did not ask square trade to cancel the warranty, They did this to mesounds like a rip ripofflook at all the money square trade is making by defrauding unsuspecting customersWe did nothing wrongSquare trade is offering the warranty for purchase, stand behind it, or figuire out what the problem is and why it is being added to listings for items not coveredIt is not our faultThe listing was correct in which I purchased the dryer motorIt was under appliance partsThen why is a warranty being offered from square trade for a part which is in a parts catagory? They need to figuire that one out, it's their problemThe warranty was available for purchase on a repair part catagory
Final Business Response /* (4000, 9, 2016/01/25) */
We have informed the appropriate parties within SquareTrade business development department and they will work with are retailers to ensure correct messaging is available to our consumers
We are sorry for any issues the consumer had with their television. Our replacement team has sent several replacement offers to the consumer A supervisor from our TV department corresponded with the consumer via email and set up call time Two voicemails have been left for the
customer Currently, we are waiting to make contact with the customer to resolve the issue
When I spoke to *** on 3/29/16, I was told to provide a copy of the system BIOS to prove that the tablet that I received was NOT minesI provided this
information to *** at his instruction.According to ***, the repair depot acknowledged that they made a mistake by issuing me someone else's tablet and that they would email me a prepaid shipping label to send back the replacement tabletI still have not received this from them.I was told that the Supervisor *** approved my full reimbursement of $1,given the circumstances
Complaint: ***I am rejecting this response because: SquareTrade was clearly purposely deceptive, but not notifying me that my plan was cancelled, by placing this information deep in the middle of the agreement Even the Squaretrade representative I spent over an hour talking to said "no one reads the terms, especially section 7" I either want my money back for the warranty or want Squaretrade to cover my phone I in good faith believed that coverage continued The same clause Squaretrade is claiming gets them off the hook, also says that if replacement cost equals the price of the original phone, the plan is cancelled, but I have had as many as phones replaced previously during the terms of my warranty, which would easily exceed the original purchase price of the phone.Sincerely,*** ***
We are sorry for any confusion experienced during the warranty purchase
On the warranty re-sellers website, it states "Service plan must be bought within days of item purchase", we have attached a screenshot belowDue to this, we would not be able to honor the warrantySquaretrade
apologizes for the inconvenience but we will be canceling the warranty with a full refund
Complaint: ***I am rejecting this response because:
While Square Trade presents factual information; receipt uploads were delayedThis is true, but at no fault of ours. A clear and legible receipt image was uploaded numerous times, yes it was delayed because of the companies inability to communicate to us what was wrong with the uploaded copies. We had a couple of conversations with customer service on the size of the image, the format of the image, clearing the internet cache before uploading, etcIt wasn't until the exact same image was emailed to Square Trade that it was finally accepted. Fact 2, the shipping of the product was delayed. True; but again this is because of Square Trade's lack of response and responsibility. Tell me, would you ship your laptop to a company when they haven't responded to you on why an email was received stating our laptop was received when we hadn't shipped it yet? Had we shipped the laptop prior to the new shipping label being provided it would have been sent to a service center which had closed per a supervisor we spoke to. This is the true reason for the delay in receiving the product
It's been days since we were last promised a return call. Keep in mind we've spoken to two supervisors and neither have returned a call as promised. Also remember, because of Square Trades negligence our laptop was sent to an incorrect address, it was reported stolen to both *** **, Square Trade as well as the store the purchase was made at. A case was opened to investigate the missing laptop and we were promised a return call. Our impression, Square Trade does not want to honor their warranty programSeems pretty clear to us given the many issues we've experienced. We took it upon ourselves to attempt to resolve the missing laptop and contacted *** ** directly. Let's be factual hereYes Square Trade requires signature. However *** ** confirmed in this shipment the shipping label Square Trade sent to the incorrect address required no signature. Does this company (Square Trade) have no compassion or follow through? Our daughter returned to the campus location the weekend prior to classes beginning where the laptop was shipped to. By some miracle the laptop showed up at this property in the original in-opened shipping box. Had Square Trade contacted us, as promised we could have informed them of this factWe are an honest family and asked for nothing but the same from Square TradeWhat we experienced was quite opposite. We will NEVER work with Square Trade again.
Sincerely,*** *** *** ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, Heather ***
We apologize for any inconvenience that the consumer might have experienced during this process
We have recently reached out to the customer and come to a resolution that the consumer has found acceptable
The consumer has accepted a full payout for the cost of her laptop
Since the consumer has
accepted this outcome the case has been bought to a successful close!
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever am still waiting for the reimbursement which the Square Trade said they already did.Sincerely, *** ***
We are sorry for any issue the consumer experienced with their device. Unfortunately, the reason we are unable to process a claim on the warranty is due to the warranty being purchased InvalidlyThe warranty is our system shows that the device was purchased brand newThe invoice provided by
the consumer shows that the device is refurbishedAccording to the reseller's website, "SquareTrade Protection Plans are only valid for new products purchased at Amazon within the last days."Since the consumer's device was not new when the warranty was purchased, we would be unable to provide coverage under this warrantyMoving forward, the warranty will be canceled and the full purchase amount refunded to the consumer
according to our records, weshow that the consumer purchased a Standard warranty protection plan that does not provide coverage for i**idents such as physical damageFurthermore, the consumer did start a claim for the blue screen issue, for which a check has been processed to reimburse
for the cost of those repairsOn 4/7/2017, the check was cut and sent out to the consumer, they generally take 7-business days to arriveSquaretrade does apologize for any confusion that may have been experie**ed
We are sorry the consumer had issues with their device
When a device is purchased using a payment plan our system automatically bills the consumer using the credit card information they have providedWhen a billing fails we send the consumer one email warning them of the cancellation of the
warranty based on failed billingSometimes the email isn’t seen by the consumer and the warranty is cancelledThe consumer should have realized the warranty had been cancelled by seeing on their statement the billing had stopped
Due to the fact the consumer was unaware of the cancellation we are offering a one-time reimbursement of a local repairWe have emailed the consumer our offer and are awaiting a response
Initial Business Response /* (1000, 5, 2016/01/20) */
We apologize the consumer experienced issues with their deviceThe SquareTrade Assurance Team indicated that the consumer filed a claim on an item that had
discrepancies with the information providedUnfortunately, items with misrepresented
documentation are not in accordance to our Terms and Conditions and are considered ineligible items and we are unable to honor the warrantyThe warranty has been cancelled
and a full refund will be returned in 7-business days
Initial Consumer Rebuttal /* (3000, 7, 2016/01/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
These are poor business ethicsI provided authentic documentation to squaretrade each and every timeThere was no problem until the reimbursement process started, now you just cancel my plan and getaway with breaking a contract and leaving me stuck with the cost of repairWhat discrepancies???
SHOW AND PROVESquaretrade just does not want to keep their end of the deal.Accidents happen and are not preventable all of the timeI already had insurance with T-Mobile and now I have no insurance because I can't reactivate the same plan again
Final Business Response /* (4000, 9, 2016/02/10) */
Our records indicate on 1/11/the consumer talked to an Assurance Manager & was informed that the receipts provided were invalid due to the discrepancies on it
We will no longer cover the device, the warranty has been cancelled & refunded
Complaint: ***This is typical of the way Squaretrade now does business, to try and discredit and vilify the customer. If they had actually asked me any details of the case they would know the following:
The repair process was initiated under a policy bought in my wife's account, Catherine***. The associated care plan ID was ***, and was in effect through 5/11/18. The claim number was ***. The rest of the details are exactly as I detailed in the first email, and all happened within the last couple of weeks
I complained to both the customer rep on the first and second repairs until I was blue in the face. I suspect that since the policy was due to expire in a couple months, they hoped to delay my case so they would never have to pay
But thanks for trying to call me a liar. I hope this influences more people to reconsider using your "services."Sincerely,Samuel ***
Initial Business Response /* (1000, 5, 2015/11/12) */
We apologize for the issues the consumer experienced
The consumer has been contacted to move forward with the claimAt this time we are awaiting a response
Initial Consumer Rebuttal /* (2000, 7, 2015/11/30) */
(The consumer indicated
he/she ACCEPTED the response from the business.)
They were very helpful in closing this claim this timeI have done business with SquareTrade before and it has never escalated to this level, I will now resume purchasing new insurance from them for my new electronics
Initial Business Response /* (1000, 5, 2016/01/15) */
We apologize that the consumer experienced an issue with their deviceThe consumer contacted SquareTrade the day the warranty expiredThe consumer has been contacted by phone & email to resolve their complaint
Complaint: ***I am rejecting this response because:
That is the most ridiculous excuse I have ever heard! I was told that it was for accidental damage!! I was never once told that you guys had multiple plans and the plan I purchased was for "electrical damage" Most ridiculous thing I have ever heard!!! I wouldn't say refunding the plan was in "good faith" I had to tell the customer support rep to refund it because its a scam!!Sincerely,Michael ***
Initial Business Response /* (1000, 5, 2015/11/12) */
We apologize the consumer experienced issues with their device
In order to move forward with the claim we are requesting additional information from the consumer and we have yet to receive a reply
Initial Consumer Rebuttal /* (2000, 7,
2015/11/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was finally able to resolve this problemThank you Revdex.com, without your help I would still be spinning my wheels
We apologize for the experience and inconveniences the consumers encountered
Reviewing our records, we show the consumer has been contacted and a resolution has been offered and agreed upon
Initial Business Response /* (1000, 5, 2015/12/14) */
We apologize for the issue the consumer experiencedOur records indicate that the purchase was initiated on a reseller's websiteThe consumer's refund was initiated on 12/8/and the funds should be returned in 7-business days
Initial
Consumer Rebuttal /* (3000, 7, 2015/12/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received the refund check as of today from the company nor have I been assured that my credit card and personal information has been removed from this company's database
Final Business Response /* (4000, 9, 2015/12/16) */
The purchase of the warranty was not done on the SquareTrade website it was through a separate resellerWe do not have access to the consumer's credit card information but we have removed her mailing address, phone number and email address from our databaseThe consumer's refund was initiated on 12/8/and the funds should be returned in 7-business days
Final Consumer Response /* (4200, 11, 2015/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am still receiving emails from Square Trade to my work email addressI want COMPLETELY removed from their databaseI want ALL personal information REMOVED from their database
Initial Business Response /* (1000, 5, 2016/01/08) */
We apologize the consumer experienced issues with their devicePer the receipt provided by the consumer a Squaretrade warranty was purchased for a major applianceThe device in question is not a major appliance but a replacement part for a
major appliance(dryer)The consumer misrepresented the item and this voids the warrantyThe consumer has been refunded in full for the warranty price
Initial Consumer Rebuttal /* (3000, 7, 2016/01/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Squaretrade is still offering extended warranties on eBay listings for appliance parts new and usedeBay claims that eBay is not responsible for this and Squaretrade is doing thisI have found these squaretrade warranties offered for new as well as used parts for sale by the sellers of ebayI understand the seller is not aware of square trade offer warranties on their listing as per what eBay has told mesounds like a scam to me is order to make money of from people that may not ever have to file a claimIf they do, square trade refunds their money for the warranty purchased, and sends an email to the purchaser thanking them to request of canceling the warranty that square trade did on their ownI received my money back, but did not ask square trade to cancel the warranty, They did this to mesounds like a rip ripofflook at all the money square trade is making by defrauding unsuspecting customersWe did nothing wrongSquare trade is offering the warranty for purchase, stand behind it, or figuire out what the problem is and why it is being added to listings for items not coveredIt is not our faultThe listing was correct in which I purchased the dryer motorIt was under appliance partsThen why is a warranty being offered from square trade for a part which is in a parts catagory? They need to figuire that one out, it's their problemThe warranty was available for purchase on a repair part catagory
Final Business Response /* (4000, 9, 2016/01/25) */
We have informed the appropriate parties within SquareTrade business development department and they will work with are retailers to ensure correct messaging is available to our consumers
We are sorry for any issues the consumer had with their television. Our replacement team has sent several replacement offers to the consumer A supervisor from our TV department corresponded with the consumer via email and set up call time Two voicemails have been left for the
customer Currently, we are waiting to make contact with the customer to resolve the issue
When I spoke to *** on 3/29/16, I was told to provide a copy of the system BIOS to prove that the tablet that I received was NOT minesI provided this
information to *** at his instruction.According to ***, the repair depot acknowledged that they made a mistake by issuing me someone else's tablet and that they would email me a prepaid shipping label to send back the replacement tabletI still have not received this from them.I was told that the Supervisor *** approved my full reimbursement of $1,given the circumstances
Complaint: ***I am rejecting this response because: SquareTrade was clearly purposely deceptive, but not notifying me that my plan was cancelled, by placing this information deep in the middle of the agreement Even the Squaretrade representative I spent over an hour talking to said "no one reads the terms, especially section 7" I either want my money back for the warranty or want Squaretrade to cover my phone I in good faith believed that coverage continued The same clause Squaretrade is claiming gets them off the hook, also says that if replacement cost equals the price of the original phone, the plan is cancelled, but I have had as many as phones replaced previously during the terms of my warranty, which would easily exceed the original purchase price of the phone.Sincerely,*** ***
We are sorry for any confusion experienced during the warranty purchase
On the warranty re-sellers website, it states "Service plan must be bought within days of item purchase", we have attached a screenshot belowDue to this, we would not be able to honor the warrantySquaretrade
apologizes for the inconvenience but we will be canceling the warranty with a full refund
Complaint: ***I am rejecting this response because:
While Square Trade presents factual information; receipt uploads were delayedThis is true, but at no fault of ours. A clear and legible receipt image was uploaded numerous times, yes it was delayed because of the companies inability to communicate to us what was wrong with the uploaded copies. We had a couple of conversations with customer service on the size of the image, the format of the image, clearing the internet cache before uploading, etcIt wasn't until the exact same image was emailed to Square Trade that it was finally accepted. Fact 2, the shipping of the product was delayed. True; but again this is because of Square Trade's lack of response and responsibility. Tell me, would you ship your laptop to a company when they haven't responded to you on why an email was received stating our laptop was received when we hadn't shipped it yet? Had we shipped the laptop prior to the new shipping label being provided it would have been sent to a service center which had closed per a supervisor we spoke to. This is the true reason for the delay in receiving the product
It's been days since we were last promised a return call. Keep in mind we've spoken to two supervisors and neither have returned a call as promised. Also remember, because of Square Trades negligence our laptop was sent to an incorrect address, it was reported stolen to both *** **, Square Trade as well as the store the purchase was made at. A case was opened to investigate the missing laptop and we were promised a return call. Our impression, Square Trade does not want to honor their warranty programSeems pretty clear to us given the many issues we've experienced. We took it upon ourselves to attempt to resolve the missing laptop and contacted *** ** directly. Let's be factual hereYes Square Trade requires signature. However *** ** confirmed in this shipment the shipping label Square Trade sent to the incorrect address required no signature. Does this company (Square Trade) have no compassion or follow through? Our daughter returned to the campus location the weekend prior to classes beginning where the laptop was shipped to. By some miracle the laptop showed up at this property in the original in-opened shipping box. Had Square Trade contacted us, as promised we could have informed them of this factWe are an honest family and asked for nothing but the same from Square TradeWhat we experienced was quite opposite. We will NEVER work with Square Trade again.
Sincerely,*** *** *** ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, Heather ***
We apologize for any inconvenience that the consumer might have experienced during this process
We have recently reached out to the customer and come to a resolution that the consumer has found acceptable
The consumer has accepted a full payout for the cost of her laptop
Since the consumer has
accepted this outcome the case has been bought to a successful close!
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever am still waiting for the reimbursement which the Square Trade said they already did.Sincerely, *** ***
We are sorry for any issue the consumer experienced with their device. Unfortunately, the reason we are unable to process a claim on the warranty is due to the warranty being purchased InvalidlyThe warranty is our system shows that the device was purchased brand newThe invoice provided by
the consumer shows that the device is refurbishedAccording to the reseller's website, "SquareTrade Protection Plans are only valid for new products purchased at Amazon within the last days."Since the consumer's device was not new when the warranty was purchased, we would be unable to provide coverage under this warrantyMoving forward, the warranty will be canceled and the full purchase amount refunded to the consumer
according to our records, weshow that the consumer purchased a Standard warranty protection plan that does not provide coverage for i**idents such as physical damageFurthermore, the consumer did start a claim for the blue screen issue, for which a check has been processed to reimburse
for the cost of those repairsOn 4/7/2017, the check was cut and sent out to the consumer, they generally take 7-business days to arriveSquaretrade does apologize for any confusion that may have been experie**ed
We are sorry the consumer had issues with their device
When a device is purchased using a payment plan our system automatically bills the consumer using the credit card information they have providedWhen a billing fails we send the consumer one email warning them of the cancellation of the
warranty based on failed billingSometimes the email isn’t seen by the consumer and the warranty is cancelledThe consumer should have realized the warranty had been cancelled by seeing on their statement the billing had stopped
Due to the fact the consumer was unaware of the cancellation we are offering a one-time reimbursement of a local repairWe have emailed the consumer our offer and are awaiting a response
Initial Business Response /* (1000, 5, 2016/01/20) */
We apologize the consumer experienced issues with their deviceThe SquareTrade Assurance Team indicated that the consumer filed a claim on an item that had
discrepancies with the information providedUnfortunately, items with misrepresented
documentation are not in accordance to our Terms and Conditions and are considered ineligible items and we are unable to honor the warrantyThe warranty has been cancelled
and a full refund will be returned in 7-business days
Initial Consumer Rebuttal /* (3000, 7, 2016/01/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
These are poor business ethicsI provided authentic documentation to squaretrade each and every timeThere was no problem until the reimbursement process started, now you just cancel my plan and getaway with breaking a contract and leaving me stuck with the cost of repairWhat discrepancies???
SHOW AND PROVESquaretrade just does not want to keep their end of the deal.Accidents happen and are not preventable all of the timeI already had insurance with T-Mobile and now I have no insurance because I can't reactivate the same plan again
Final Business Response /* (4000, 9, 2016/02/10) */
Our records indicate on 1/11/the consumer talked to an Assurance Manager & was informed that the receipts provided were invalid due to the discrepancies on it
We will no longer cover the device, the warranty has been cancelled & refunded
Complaint: ***This is typical of the way Squaretrade now does business, to try and discredit and vilify the customer. If they had actually asked me any details of the case they would know the following:
The repair process was initiated under a policy bought in my wife's account, Catherine***. The associated care plan ID was ***, and was in effect through 5/11/18. The claim number was ***. The rest of the details are exactly as I detailed in the first email, and all happened within the last couple of weeks
I complained to both the customer rep on the first and second repairs until I was blue in the face. I suspect that since the policy was due to expire in a couple months, they hoped to delay my case so they would never have to pay
But thanks for trying to call me a liar. I hope this influences more people to reconsider using your "services."Sincerely,Samuel ***
Initial Business Response /* (1000, 5, 2015/11/12) */
We apologize for the issues the consumer experienced
The consumer has been contacted to move forward with the claimAt this time we are awaiting a response
Initial Consumer Rebuttal /* (2000, 7, 2015/11/30) */
(The consumer indicated
he/she ACCEPTED the response from the business.)
They were very helpful in closing this claim this timeI have done business with SquareTrade before and it has never escalated to this level, I will now resume purchasing new insurance from them for my new electronics
Initial Business Response /* (1000, 5, 2016/01/15) */
We apologize that the consumer experienced an issue with their deviceThe consumer contacted SquareTrade the day the warranty expiredThe consumer has been contacted by phone & email to resolve their complaint
Complaint: ***I am rejecting this response because:
That is the most ridiculous excuse I have ever heard! I was told that it was for accidental damage!! I was never once told that you guys had multiple plans and the plan I purchased was for "electrical damage" Most ridiculous thing I have ever heard!!! I wouldn't say refunding the plan was in "good faith" I had to tell the customer support rep to refund it because its a scam!!Sincerely,Michael ***
Initial Business Response /* (1000, 5, 2015/11/12) */
We apologize the consumer experienced issues with their device
In order to move forward with the claim we are requesting additional information from the consumer and we have yet to receive a reply
Initial Consumer Rebuttal /* (2000, 7,
2015/11/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was finally able to resolve this problemThank you Revdex.com, without your help I would still be spinning my wheels