We are sorry for any issues the consumer experienced with their device. The consumer is correct in stating that we do not directly detail sales tax in our advertisingThe main reason for this is because sales tax varies from state to state as well as countryHowever, we do state that we
will, "Provide a cash settlement or a Gift Card reflecting the replacement cost of a new item of equal features and functionality up to the Coverage Amount"Squaretrade defines the coverage amount as, " The purchase price of the Covered Product."Squaretrade protection plans have a coverage cap based on this purchase price of the product (not the overall price of the sale)Sales tax is added and based on the purchase price of the product, The item, in this case, has a purchase price of $***, making the coverage cap of your warranty the sameWe can only provide coverage and resolution in accordance with the cap of our warrantiesUnfortunately, We would not be able to provide assistance in reimbursing the sales tax for the product
We are sorry for any issues the consumer had with their device. When a claim is filed for Local Repair Invoice the consumer is able to have their device repaired at an authorized facility near them Once repairs have been completed the consumer needs to submit a copy of their invoice in
order to receive a reimbursement for the repairs minus their deductible. It appears there were some issues receiving the consumers invoice for the repairs We have received the consumers receipt and processed a check for reimbursement
Initial Business Response /* (1000, 5, 2015/11/02) */
We apologize that the consumer experienced issues with their deviceThe consumer has been issued an expedited check and it was received on 10/27/
We are sorry for any confusion experienced during the claim process
Squaretrade, unfortunately, does not cover software related issuesAs per our service contract, We do not cover, "Damage to computer hardware, software and data caused by, including, but not limited to, viruses, application
programs, network drivers, source code, object code or proprietary data, or any support, configuration, installation or reinstallation of any software or data;"This is the reason the laptop was returned needing a software configurationWe do apologize for the delay and missing accessories from the last repair. According to our records, the reimbursement check for the $** dollars is en route to the consumer and should arrive within 7-daysRegarding the refund of the warranty, we are unable to provide a refund of the warranty directly and the consumer needs to contact the warranty reseller in order to be reimbursedThis is due to how the warranties are sold and billed for by the sellerSquaretrade has expressed this to the consumer and advised to contact them for the full warranty refund
We are sorry for any issues the consumer experienced with their device
The main reason why Squaretrade has been unable to assist the consumer with their device is due to the item still being under the manufacturer's warrantyAs stated in the Terms & Conditions, "The Protection Plan is
inclusive of any US manufacturer’s warranty that may exist during the Coverage TermIt does not replace the manufacturer's warranty, but provides certain additional benefits during the term of the manufacturer's warranty."According to our records, the consumer has since canceled their warranty with a full refundMoving forward, we would be unable to provide assistance
Complaint: ***I am rejecting this response because: if only new item warranties are available, you should clearly describe at the listingI don't see anywhere saying only for new itemsAll I see is
(1) SquareTrade Protection Plans purchased on *** are available only for items bought on ***
(2) Coverage begins on day from the date of item purchase. If you encounter issues with your item during the first days, you maybe eligible to file a claim under the ***™ Money Back Guarantee
(3) If your item is described as "New," your protection plan term assumes that your item has a valid manufacturer's warranty. If your item doesn't include a manufacturer's warranty, your coverage term will be adjusted to reflect that
(4)Coverage is not available for modified gaming systems
After reviewing your above description from listing, I have no doubt my item won't coverI don't see anywhere describing about neither refurbished item nor offered at the time of checkout only. 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, *** ***
We apologize for any inconvenience that the consumer might have experienced during this processThe consumer purchased this warranty on 11/24/The warranty the consumer purchased was a standard warranty that covers electrical and mechanical malfunctions and does not cover accidental damage
The above terms are all included at the beginning of the consumer's warranty contract which is made available to them both online and through our mobile applicationsContrary to the customer's opinion our warranties exceed the manufacturer's warranty by to years on average depending on the product and manufacturerIt is very important to us for our consumer's to understand that at no time do we intentionally misled themIf the consumer feels he has been misled then we do apologize but that is not our intentFinally once we had advised the consumer that his warranty did not include accidental damage we promptly refunded him the cost of his warranty in good faith
Initial Business Response /* (1000, 5, 2015/07/29) */
We are sorry the consumer had issues with the cancellation of the warranty
When our system sees a cancellation request will try to pro-rate a refund to the consumerAs this warranty was purchased on a month to month payment plan it could not
pro rate the refund which caused the system to not allow the cancellationWe are looking into resolving this issue
We have forced the warranty cancellation and we will refund what the consumer has paid for the warranty up to this pointWe have removed the credit card information from our system
Initial Consumer Rebuttal /* (2000, 7, 2015/07/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: ***I am rejecting this response because:
Once again I followed their "directions" and filed the claims and they only processed 8, leaving still outstanding claims yet to be resolved
Sincerely,*** ***
Initial Business Response /* (1000, 5, 2015/09/14) */
We are sorry the consumer had delays with their payment
We do not know why the check was not received when the claim was initially processedOur records show that it was processed properlyOur records also show that the check was never
cashed so we resent the check by another meansThe consumer did receive that check
Due to the poor service we have refunded the consumer the deductible they paid and what they have paid for the warranty up to this pointWe have contacted the consumer and they are aware of the additional payouts
Initial Consumer Rebuttal /* (2000, 7, 2015/09/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A manager from Square Trade contacted me and apologized for the poor serviceHe also refunded my premium payments and deductible, which I feel is fair compensation for the poor service I received
We are sorry for any issues the consumer had with their device
When a claim is filed for a desktop, we require for a technician to go to the consumer's home to verify the status of the item
If the technician determines that the item is irreparable, we will process a reimbursement check for
the consumer
Initial Business Response /* (1000, 5, 2015/08/13) */
We are sorry the consumer had issues with filing their claim
We do require the proof of purchase be on file within days to make the warranty validThe consumer assumed that all was well as he was being charged for the warranty on a monthly
basis
We are refunding the consumer what he has paid for the warranty up to the cancellation and will authorize a local repair that we will reimburse fully, minus $that they would have to pay to file a claim normally
We have emailed the customer this offer and are waiting their response
We are sorry the consumer had an issue with their claim.The consumer does have a SquareTrade warranty on their phone, but the warranty that was purchase does not cover "Drops and SpillsThe repair depots evaluates if an electronic device was damaged by the “liquid exposure” indicators that are in
cell phones and other portable electronic devicesThat is the criteria the depot used to establish that the unit had liquid exposure. We are sorry but based on our Terms and Conditions for this warranty, we would not be able to take a claimSince the warranty was not of any use to the consumer we cancelled the warranty and refunded the full warranty price to them
Complaint: ***I am rejecting this response because:iI received q check for ***...I had previously received a check for $** due to over draft fees they caused me they took that out of my refund they owed me nowI am still owed another $*** and really more due to the issues and problems this has causedSincerely,*** ***
Dear *** ***, Thank you for the clarification regarding the partial refund you've received and the new requested balance. We will forward the appeal for your remaining balance and notify you once we have more information regarding your refund Thank you for your patience. *** ** *** ***
** *** *** *** ***
*** ** ***
*** * ***
*** ***
*** *** ***
*** ***
We are sorry for any issues the consumer had with their device. Several attempts have been made to contact the consumer at the phone number we have on file In order to trouble shoot the customer's unit we would need to have them on the phone and near the device We have also had trouble validating the consumer's model and serial number provided SquareTrade's appliance department has reached back out to the consumer to gather in the information necessary and trouble shoot the device Currently, we are waiting for the consumer to return our calls to finish their claim process
Initial Business Response /* (1000, 6, 2016/01/29) */
We apologize for the issue the consumer experienced with their deviceThe laptop was repaired we are awaiting a response from the repair center to confirm the repairs done on the unitDue to the delay the consumer experienced receiving his
device back, we have refunded the warrantyThe consumer has been contacted and is working with SquareTrade to resolve the issue
Initial Consumer Rebuttal /* (2000, 8, 2016/02/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
ST was quick to contact me days after the complaint and asked me what solution they can provide meI requested a reimbursement and they wanted to double check with the repair depot to see what went on in servicing my notebookAs expected, the repair depot failed to get back to them and I gave days' time to ST to work on thisStill unable to receive a response from the depot, ST was ready to process the reimbursementI was asked to ship my notebook to them and I was told that the check would be processed after they get my PC and verify itI was provided a prepaid shipping label (after a bit of delay, of course) and the check got processed the same day they received my notebookI received it now and the problem's been solvedHowever, regarding the warranty refund they assured to provide me, I never got itThey keep on telling me that they processed it to my credit card (which is now closed)I told them that they can't process a refund to something which is not presentI sent them like two emails and never received a response for itNevertheless, my main issue got solved though
We are sorry for any delays experienced during the claim process.Squaretrade had experience an issue with a number of checks that were processed for our consumers, we apologize for the inconvenience and the issue has since been correctedSquaretrade has been proactive in providing additional checks
if necessary, as well as processing refunds for any bounces checksOur records indicate reimbursement checks have been sent to the consumer for the additional fees and the original payout
Dear *** ***, We are very sorry to hear about your car break in and the repair difficulties you’ve experienced. We understand you were billed for the loaner rental, while your car was in the shop. Please kindly send us a proof of the charges and we’ll submit it to Renault for any
applicable reimbursement Email scan of the proof to: ***
OR Mail a physical copy of the receipt to: *** ** ***
** *** *** *** ***
*** ** *** Kind regards, *** ** *** ***
** *** *** *** ***
*** ** ***
*** * ***
*** ***
*** *** ***
*** ***
We are sorry for any issues the consumer experienced with their device. The consumer is correct in stating that we do not directly detail sales tax in our advertisingThe main reason for this is because sales tax varies from state to state as well as countryHowever, we do state that we
will, "Provide a cash settlement or a Gift Card reflecting the replacement cost of a new item of equal features and functionality up to the Coverage Amount"Squaretrade defines the coverage amount as, " The purchase price of the Covered Product."Squaretrade protection plans have a coverage cap based on this purchase price of the product (not the overall price of the sale)Sales tax is added and based on the purchase price of the product, The item, in this case, has a purchase price of $***, making the coverage cap of your warranty the sameWe can only provide coverage and resolution in accordance with the cap of our warrantiesUnfortunately, We would not be able to provide assistance in reimbursing the sales tax for the product
We are sorry for any issues the consumer had with their device. When a claim is filed for Local Repair Invoice the consumer is able to have their device repaired at an authorized facility near them Once repairs have been completed the consumer needs to submit a copy of their invoice in
order to receive a reimbursement for the repairs minus their deductible. It appears there were some issues receiving the consumers invoice for the repairs We have received the consumers receipt and processed a check for reimbursement
Initial Business Response /* (1000, 5, 2015/11/02) */
We apologize that the consumer experienced issues with their deviceThe consumer has been issued an expedited check and it was received on 10/27/
We are sorry for any confusion experienced during the claim process
Squaretrade, unfortunately, does not cover software related issuesAs per our service contract, We do not cover, "Damage to computer hardware, software and data caused by, including, but not limited to, viruses, application
programs, network drivers, source code, object code or proprietary data, or any support, configuration, installation or reinstallation of any software or data;"This is the reason the laptop was returned needing a software configurationWe do apologize for the delay and missing accessories from the last repair. According to our records, the reimbursement check for the $** dollars is en route to the consumer and should arrive within 7-daysRegarding the refund of the warranty, we are unable to provide a refund of the warranty directly and the consumer needs to contact the warranty reseller in order to be reimbursedThis is due to how the warranties are sold and billed for by the sellerSquaretrade has expressed this to the consumer and advised to contact them for the full warranty refund
We are sorry for any issues the consumer experienced with their device
The main reason why Squaretrade has been unable to assist the consumer with their device is due to the item still being under the manufacturer's warrantyAs stated in the Terms & Conditions, "The Protection Plan is
inclusive of any US manufacturer’s warranty that may exist during the Coverage TermIt does not replace the manufacturer's warranty, but provides certain additional benefits during the term of the manufacturer's warranty."According to our records, the consumer has since canceled their warranty with a full refundMoving forward, we would be unable to provide assistance
Complaint: ***I am rejecting this response because: if only new item warranties are available, you should clearly describe at the listingI don't see anywhere saying only for new itemsAll I see is
(1) SquareTrade Protection Plans purchased on *** are available only for items bought on ***
(2) Coverage begins on day from the date of item purchase. If you encounter issues with your item during the first days, you maybe eligible to file a claim under the ***™ Money Back Guarantee
(3) If your item is described as "New," your protection plan term assumes that your item has a valid manufacturer's warranty. If your item doesn't include a manufacturer's warranty, your coverage term will be adjusted to reflect that
(4)Coverage is not available for modified gaming systems
After reviewing your above description from listing, I have no doubt my item won't coverI don't see anywhere describing about neither refurbished item nor offered at the time of checkout only. 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, *** ***
We apologize for any inconvenience that the consumer might have experienced during this processThe consumer purchased this warranty on 11/24/The warranty the consumer purchased was a standard warranty that covers electrical and mechanical malfunctions and does not cover accidental damage
The above terms are all included at the beginning of the consumer's warranty contract which is made available to them both online and through our mobile applicationsContrary to the customer's opinion our warranties exceed the manufacturer's warranty by to years on average depending on the product and manufacturerIt is very important to us for our consumer's to understand that at no time do we intentionally misled themIf the consumer feels he has been misled then we do apologize but that is not our intentFinally once we had advised the consumer that his warranty did not include accidental damage we promptly refunded him the cost of his warranty in good faith
Initial Business Response /* (1000, 5, 2015/07/29) */
We are sorry the consumer had issues with the cancellation of the warranty
When our system sees a cancellation request will try to pro-rate a refund to the consumerAs this warranty was purchased on a month to month payment plan it could not
pro rate the refund which caused the system to not allow the cancellationWe are looking into resolving this issue
We have forced the warranty cancellation and we will refund what the consumer has paid for the warranty up to this pointWe have removed the credit card information from our system
Initial Consumer Rebuttal /* (2000, 7, 2015/07/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: ***I am rejecting this response because:
Once again I followed their "directions" and filed the claims and they only processed 8, leaving still outstanding claims yet to be resolved
Sincerely,*** ***
Initial Business Response /* (1000, 5, 2015/09/14) */
We are sorry the consumer had delays with their payment
We do not know why the check was not received when the claim was initially processedOur records show that it was processed properlyOur records also show that the check was never
cashed so we resent the check by another meansThe consumer did receive that check
Due to the poor service we have refunded the consumer the deductible they paid and what they have paid for the warranty up to this pointWe have contacted the consumer and they are aware of the additional payouts
Initial Consumer Rebuttal /* (2000, 7, 2015/09/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A manager from Square Trade contacted me and apologized for the poor serviceHe also refunded my premium payments and deductible, which I feel is fair compensation for the poor service I received
We are sorry for any issues the consumer had with their device
When a claim is filed for a desktop, we require for a technician to go to the consumer's home to verify the status of the item
If the technician determines that the item is irreparable, we will process a reimbursement check for
the consumer
Initial Business Response /* (1000, 5, 2015/08/13) */
We are sorry the consumer had issues with filing their claim
We do require the proof of purchase be on file within days to make the warranty validThe consumer assumed that all was well as he was being charged for the warranty on a monthly
basis
We are refunding the consumer what he has paid for the warranty up to the cancellation and will authorize a local repair that we will reimburse fully, minus $that they would have to pay to file a claim normally
We have emailed the customer this offer and are waiting their response
We are sorry the consumer had an issue with their claim.The consumer does have a SquareTrade warranty on their phone, but the warranty that was purchase does not cover "Drops and SpillsThe repair depots evaluates if an electronic device was damaged by the “liquid exposure” indicators that are in
cell phones and other portable electronic devicesThat is the criteria the depot used to establish that the unit had liquid exposure. We are sorry but based on our Terms and Conditions for this warranty, we would not be able to take a claimSince the warranty was not of any use to the consumer we cancelled the warranty and refunded the full warranty price to them
Complaint: ***I am rejecting this response because:iI received q check for ***...I had previously received a check for $** due to over draft fees they caused me they took that out of my refund they owed me nowI am still owed another $*** and really more due to the issues and problems this has causedSincerely,*** ***
Dear *** ***, Thank you for the clarification regarding the partial refund you've received and the new requested balance. We will forward the appeal for your remaining balance and notify you once we have more information regarding your refund Thank you for your patience. *** ** *** ***
** *** *** *** ***
*** ** ***
*** * ***
*** ***
*** *** ***
*** ***
We are sorry for any issues the consumer had with their device. Several attempts have been made to contact the consumer at the phone number we have on file In order to trouble shoot the customer's unit we would need to have them on the phone and near the device We have also had trouble validating the consumer's model and serial number provided SquareTrade's appliance department has reached back out to the consumer to gather in the information necessary and trouble shoot the device Currently, we are waiting for the consumer to return our calls to finish their claim process
Initial Business Response /* (1000, 6, 2016/01/29) */
We apologize for the issue the consumer experienced with their deviceThe laptop was repaired we are awaiting a response from the repair center to confirm the repairs done on the unitDue to the delay the consumer experienced receiving his
device back, we have refunded the warrantyThe consumer has been contacted and is working with SquareTrade to resolve the issue
Initial Consumer Rebuttal /* (2000, 8, 2016/02/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
ST was quick to contact me days after the complaint and asked me what solution they can provide meI requested a reimbursement and they wanted to double check with the repair depot to see what went on in servicing my notebookAs expected, the repair depot failed to get back to them and I gave days' time to ST to work on thisStill unable to receive a response from the depot, ST was ready to process the reimbursementI was asked to ship my notebook to them and I was told that the check would be processed after they get my PC and verify itI was provided a prepaid shipping label (after a bit of delay, of course) and the check got processed the same day they received my notebookI received it now and the problem's been solvedHowever, regarding the warranty refund they assured to provide me, I never got itThey keep on telling me that they processed it to my credit card (which is now closed)I told them that they can't process a refund to something which is not presentI sent them like two emails and never received a response for itNevertheless, my main issue got solved though
We are sorry for any delays experienced during the claim process.Squaretrade had experience an issue with a number of checks that were processed for our consumers, we apologize for the inconvenience and the issue has since been correctedSquaretrade has been proactive in providing additional checks
if necessary, as well as processing refunds for any bounces checksOur records indicate reimbursement checks have been sent to the consumer for the additional fees and the original payout
Dear *** ***, We are very sorry to hear about your car break in and the repair difficulties you’ve experienced. We understand you were billed for the loaner rental, while your car was in the shop. Please kindly send us a proof of the charges and we’ll submit it to Renault for any
applicable reimbursement Email scan of the proof to: ***
OR Mail a physical copy of the receipt to: *** ** ***
** *** *** *** ***
*** ** *** Kind regards, *** ** *** ***
** *** *** *** ***
*** ** ***
*** * ***
*** ***
*** *** ***
*** ***