We are sorry for a** confusion experienced during the claim process
SquareTrade requires an authorization form detailing a** repairs or replacement done before reimbursement can be sent to the consumer for a repair done locallyAccording to our records, all of the necessary information has been
received and a reimbursement check has been issued to the consumer
Initial Business Response /* (1000, 5, 2015/06/09) */
We are sorry the consumer had issues with cancelling their warranty
This should not have been an issueThe only possibility is that the Specialist was not able to confirm the consumer as an authorized user on the account and therefore did not
have permission to cancel the warranty
We were able to communicate with the consumer and confirm their statusThe warranty was refunded
Initial Consumer Rebuttal /* (2000, 7, 2015/06/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I spoke with *** who took care of everything he gave me my full refund back
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, Joyce ***
We are sorry for any issues the consumer had with their device SquareTrade always recommends a consumer purchase their device and warranty together when ever possible This ensures the device is eligible and the correct warranty is purchased. The "warranty replacement" device the
consumer purchased would be considered refurbished It appears the consumer purchased a new item warranty to cover their deviceSince registration is not required a consumers proof of purchase is not reviewed until a claim needs to be filed At this time we would not be able to provide coverage to the consumer's device due to their warranty being invalid
Initial Business Response /* (1000, 5, 2015/08/11) */
We do not know why the consumer has not received his paymentWe have a transaction number that shows the account was verified and the transaction completed in FebruaryWe have emailed the consumer and asked him to look through his history to
see if he can find the transaction
Initial Consumer Rebuttal /* (3000, 8, 2015/08/12) */
It is 8/12/2015,I juust got off the phone with square trade and come to find out they made a mistack about a different claim I put in 2/which I was paidThey said they were going to FedX a check to me today THANK YOU *** ***
Final Consumer Response /* (2000, 11, 2015/08/17) */
Please close this case THANK YOU
Complaint: ***I am rejecting this response because:
(1) I have not received a refund for my $** deductible yet
(2) SquareTrade's response says their agreement gives them the right to cancel my planI know that, which has nothing to do with my complaintI would like to kindly ask them to carefully review my original complaint once againIn summary, I am complaining about their negligence of evaluating the plans once users purchase them and provide receiptsTheir practice of evaluating the plans *only* when the customer files a claim is harming the customers in several waysFirst, they mislead the users into thinking that their items are and will be coveredSecond, they rob the customers of an opportunity to look for another protection plan providerFinally, and this is very important, they never evaluate plans for customers who have not filed a claim until the coverage expires, which means they are NOT refunding those customers for services they would never provideI'm not sure this is even legal
(3) Their process of canceling the plan is unacceptableThey had all the information readily available to them *before* they provided me with very clear verbal and written approvals for my claim and even sending me a shipping boxI am not even mentioning the hours I spent on the phone
A clause in the agreement giving them the right to cancel plans does not justify any of these unacceptable business practices, which are harming their customers
I would appreciate their clarifications on all of these points.Sincerely,*** ***
(The consumer indicated he/she DID NOT accept the response from the business.)They directed me to go to a local store to take care of my own problemThe problem is, the Apple store kept my old phone and I cannot get it backI already asked the Apple store and informed Squaretrade that I have nothing to mail themSquaretrade needs to either reimburse me the full amount of $for the phone that I replaced under their warranty, or mail me a new phone under the warranty
We are sorry for any issues the customer had with their device. When a claim is filed for local repair the consumer is able to have a technician come to their home to repair the item If the item is Beyond Economic Repair or parts are unavailable the consumer needs to provide
documentation from the repair company.After looking into the consumers account the necessary documentation has been received and uploaded A reimbursement has been processed for the item's price
Complaint: ***I am rejecting this response because:
I believe they are giving the same canned response that does not take into consideration their fault in the complaint. The reason I did not contact square trade sooner was solely because when I checked my account online - well before the expiration - I was deceived by square trade because they were concealing a complete list of my active contracts from view. I trusted the company to show me an accurate listing - and after over 10? years of being a loyal customer - I had grown to trust them and did not question it until I found some contradictory paperwork showing the deception. They have shown zero understanding and are taking zero responsibility for THEIR MISTAKE by showing INCORRECT INFORMATION on my account page on their website. They continue to blame me ***%. *Further - their web option to 'search for a contract' came up with zero other contracts. Like I said before, this is a small amount of money - but the principal remains that I have been a long-term customer and expect that a reputable company will stand behind their MISTAKES and not force the customer to shoulder the entire loss. That's just wrong and plain 'bad customer service'. I expected much better out of square trade and am highly disappointedSincerely,*** ***
SquareTrade apologizes if the remedy of reimbursement was not acceptable to the consumerAccording to our records, the resolution of reimbursing the cost of a name brand charger was provided but not completedWe apologize for the error and that SquareTrade's resolutions were not in agreeance with the what the consumer was seeking
We apologize to the consumer for the delay.The consumer has reached out to one of our Floor SupervisorsAs a one time exception the Floor Supervisor provided a 30% off up to $couponUnfortunately the coupon did not work and the supervisor reimbursed the consumer they 30% off up to $
Complaint: ***I am rejecting this response because:
That is not outlined in your contact our in your advertisement And the harm you caused me is detailed in your response that the tv is ineligible for coverage because of existing damage Had the company properly informed me that a certain subclass of electronic equipment was not coveted under their accidental damage I would have secured protection with another vendor. Sincerely,*** ***
We are sorry for any issues the consumer had with their device. According to the consumers warranty contract, SquareTrade will, "replace your product with a product of like, kind, quality and functionality." Our replacement team looks at a consumers TV specifications when selecting a
replacement model Once a replacement model has been selected the consumer is sent an offer that must be confirmed before a TV will be purchased and shipped. The consumer confirmed the replacement before it was orderedAs it turns out, we would not be able to provide an exchange
We apologize for any inconvenience that the consumer might have experienced during this process
The item was received into our repair depot on 2/19/and is currently undergoing thorough Diagnostics
to determine if the item can be repaired.
The consumer called in on 2/19/to
get an update but as of that date and today (2/23/2018) the above information is all
we have
If the item is deemed repairable bu our technicians it will be repaired as that is what is stated in our contractIf the item is deemed beyond repair than our resolutions department will be in contact with the customer to offer her a alternate resolution
Whenever Squaretrade repairs an item, we run a full item diagnostic on the device to ensure there are no additional hardware failures before it is returned to the consumerWe also provide the consumer a day rework period wherein we will correct any issues with the previous repair without any negating effect on the consumer's warranty valueThough we understand the consumer would prefer we move the resolution to a payout, nowhere in our warranty contracts do we guarantee moving to said resolution upon requestOur primary intention is to ensure that the consumer completes the claim process with a fully functional device, and in this circumstance repair was the selected resolution to do so
Since the item was returned from the most recent repair the consumer has not notified us of any issues with the itemThough the policy has been refunded the consumer's warranty is still left in place, and we have reached out to the consumer directly to confirm the laptop was sufficiently repaired
We are sorry for any issues the consumer experienced during the claim process Looking into the customer's account the wrong invoice was uploaded We have uploaded and verified the correct invoice and processed a claim for the consumer
We are sorry for any issues the consumer had with their device. In order for SquareTrade to step in during the Manfuactures warranty period documentaion must be provided to show the manufacture is refusing service. We have received the necessary documentation from the consumer
and have proceeded with their reimbursement
Initial Business Response /* (1000, 5, 2015/11/10) */
We apologize the consumer had issues with their device
The consumer has sent the affidavit and the claim has been resolved via payout
Initial Consumer Rebuttal /* (2000, 7, 2015/11/16) */
(The consumer indicated he/she ACCEPTED the
response from the business.)
We received our b payment but lost our ability to replace and warrant which was what we originally wantedThey couldn't offer thatStill do not know why that is when we had another tablet and we're able to do soVery por customer responsivenessConsumer beware
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 are sorry for a** confusion experienced during the claim process
SquareTrade requires an authorization form detailing a** repairs or replacement done before reimbursement can be sent to the consumer for a repair done locallyAccording to our records, all of the necessary information has been
received and a reimbursement check has been issued to the consumer
Initial Business Response /* (1000, 5, 2015/06/09) */
We are sorry the consumer had issues with cancelling their warranty
This should not have been an issueThe only possibility is that the Specialist was not able to confirm the consumer as an authorized user on the account and therefore did not
have permission to cancel the warranty
We were able to communicate with the consumer and confirm their statusThe warranty was refunded
Initial Consumer Rebuttal /* (2000, 7, 2015/06/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I spoke with *** who took care of everything he gave me my full refund back
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, Joyce ***
We are sorry for any issues the consumer had with their device SquareTrade always recommends a consumer purchase their device and warranty together when ever possible This ensures the device is eligible and the correct warranty is purchased. The "warranty replacement" device the
consumer purchased would be considered refurbished It appears the consumer purchased a new item warranty to cover their deviceSince registration is not required a consumers proof of purchase is not reviewed until a claim needs to be filed At this time we would not be able to provide coverage to the consumer's device due to their warranty being invalid
Initial Business Response /* (1000, 5, 2015/08/11) */
We do not know why the consumer has not received his paymentWe have a transaction number that shows the account was verified and the transaction completed in FebruaryWe have emailed the consumer and asked him to look through his history to
see if he can find the transaction
Initial Consumer Rebuttal /* (3000, 8, 2015/08/12) */
It is 8/12/2015,I juust got off the phone with square trade and come to find out they made a mistack about a different claim I put in 2/which I was paidThey said they were going to FedX a check to me today THANK YOU *** ***
Final Consumer Response /* (2000, 11, 2015/08/17) */
Please close this case THANK YOU
Complaint: ***I am rejecting this response because:
(1) I have not received a refund for my $** deductible yet
(2) SquareTrade's response says their agreement gives them the right to cancel my planI know that, which has nothing to do with my complaintI would like to kindly ask them to carefully review my original complaint once againIn summary, I am complaining about their negligence of evaluating the plans once users purchase them and provide receiptsTheir practice of evaluating the plans *only* when the customer files a claim is harming the customers in several waysFirst, they mislead the users into thinking that their items are and will be coveredSecond, they rob the customers of an opportunity to look for another protection plan providerFinally, and this is very important, they never evaluate plans for customers who have not filed a claim until the coverage expires, which means they are NOT refunding those customers for services they would never provideI'm not sure this is even legal
(3) Their process of canceling the plan is unacceptableThey had all the information readily available to them *before* they provided me with very clear verbal and written approvals for my claim and even sending me a shipping boxI am not even mentioning the hours I spent on the phone
A clause in the agreement giving them the right to cancel plans does not justify any of these unacceptable business practices, which are harming their customers
I would appreciate their clarifications on all of these points.Sincerely,*** ***
(The consumer indicated he/she DID NOT accept the response from the business.)They directed me to go to a local store to take care of my own problemThe problem is, the Apple store kept my old phone and I cannot get it backI already asked the Apple store and informed Squaretrade that I have nothing to mail themSquaretrade needs to either reimburse me the full amount of $for the phone that I replaced under their warranty, or mail me a new phone under the warranty
We are sorry for any issues the customer had with their device. When a claim is filed for local repair the consumer is able to have a technician come to their home to repair the item If the item is Beyond Economic Repair or parts are unavailable the consumer needs to provide
documentation from the repair company.After looking into the consumers account the necessary documentation has been received and uploaded A reimbursement has been processed for the item's price
Complaint: ***I am rejecting this response because:
I believe they are giving the same canned response that does not take into consideration their fault in the complaint. The reason I did not contact square trade sooner was solely because when I checked my account online - well before the expiration - I was deceived by square trade because they were concealing a complete list of my active contracts from view. I trusted the company to show me an accurate listing - and after over 10? years of being a loyal customer - I had grown to trust them and did not question it until I found some contradictory paperwork showing the deception. They have shown zero understanding and are taking zero responsibility for THEIR MISTAKE by showing INCORRECT INFORMATION on my account page on their website. They continue to blame me ***%. *Further - their web option to 'search for a contract' came up with zero other contracts. Like I said before, this is a small amount of money - but the principal remains that I have been a long-term customer and expect that a reputable company will stand behind their MISTAKES and not force the customer to shoulder the entire loss. That's just wrong and plain 'bad customer service'. I expected much better out of square trade and am highly disappointedSincerely,*** ***
SquareTrade apologizes if the remedy of reimbursement was not acceptable to the consumerAccording to our records, the resolution of reimbursing the cost of a name brand charger was provided but not completedWe apologize for the error and that SquareTrade's resolutions were not in agreeance with the what the consumer was seeking
We apologize to the consumer for the delay.The consumer has reached out to one of our Floor SupervisorsAs a one time exception the Floor Supervisor provided a 30% off up to $couponUnfortunately the coupon did not work and the supervisor reimbursed the consumer they 30% off up to $
Complaint: ***I am rejecting this response because:
That is not outlined in your contact our in your advertisement And the harm you caused me is detailed in your response that the tv is ineligible for coverage because of existing damage Had the company properly informed me that a certain subclass of electronic equipment was not coveted under their accidental damage I would have secured protection with another vendor. Sincerely,*** ***
We are sorry for any issues the consumer had with their device. According to the consumers warranty contract, SquareTrade will, "replace your product with a product of like, kind, quality and functionality." Our replacement team looks at a consumers TV specifications when selecting a
replacement model Once a replacement model has been selected the consumer is sent an offer that must be confirmed before a TV will be purchased and shipped. The consumer confirmed the replacement before it was orderedAs it turns out, we would not be able to provide an exchange
We apologize for any inconvenience that the consumer might have experienced during this process
The item was received into our repair depot on 2/19/and is currently undergoing thorough Diagnostics
to determine if the item can be repaired.
The consumer called in on 2/19/to
get an update but as of that date and today (2/23/2018) the above information is all
we have
If the item is deemed repairable bu our technicians it will be repaired as that is what is stated in our contractIf the item is deemed beyond repair than our resolutions department will be in contact with the customer to offer her a alternate resolution
Whenever Squaretrade repairs an item, we run a full item diagnostic on the device to ensure there are no additional hardware failures before it is returned to the consumerWe also provide the consumer a day rework period wherein we will correct any issues with the previous repair without any negating effect on the consumer's warranty valueThough we understand the consumer would prefer we move the resolution to a payout, nowhere in our warranty contracts do we guarantee moving to said resolution upon requestOur primary intention is to ensure that the consumer completes the claim process with a fully functional device, and in this circumstance repair was the selected resolution to do so
Since the item was returned from the most recent repair the consumer has not notified us of any issues with the itemThough the policy has been refunded the consumer's warranty is still left in place, and we have reached out to the consumer directly to confirm the laptop was sufficiently repaired
We are sorry for any issues the consumer experienced during the claim process Looking into the customer's account the wrong invoice was uploaded We have uploaded and verified the correct invoice and processed a claim for the consumer
We are sorry for any issues the consumer had with their device. In order for SquareTrade to step in during the Manfuactures warranty period documentaion must be provided to show the manufacture is refusing service. We have received the necessary documentation from the consumer
and have proceeded with their reimbursement
We are sorry for any issues the consumer had with their device. A check has been processed and mailed out to the consumer
Initial Business Response /* (1000, 5, 2015/11/10) */
We apologize the consumer had issues with their device
The consumer has sent the affidavit and the claim has been resolved via payout
Initial Consumer Rebuttal /* (2000, 7, 2015/11/16) */
(The consumer indicated he/she ACCEPTED the
response from the business.)
We received our b payment but lost our ability to replace and warrant which was what we originally wantedThey couldn't offer thatStill do not know why that is when we had another tablet and we're able to do soVery por customer responsivenessConsumer beware
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, *** ***