We are sorry for any issues the consumer had with their device.
Warranties from SquareTrade's resale partners should be purchased for items bought directly from that reseller Failure to purchase the warranty from the correct reseller or from SquareTrade directly can result in an
invalid warranty being purchased.
As SquareTrade does not require but suggest consumers register their products receipt information is not verified in our system until a claim needs to be filed We have processed a reimbursement for the consumer's warranty cost Since the consumer has indicated they have yet to receive the check we have reached out to our accounting department to do a resend
Initial Business Response /* (1000, 5, 2015/12/28) */
We apologize the consumer experienced difficulties uploading the proof of purchase
The consumer has been contacted via email and by phone to resolve the complaintWe are awaiting a response
Initial Consumer Rebuttal /* (3000, 7,
2016/01/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Got a refund for warranty from place of purchase (*** Club) with no problemsAttempted to contact Squaretrade back after not being able to talk to them (after 9pm local time),got a mesg in the Revdex.com complaint department that they would call back before hrsHave not heard back from them after a weekStill don't have a warranty on my *** due to Squaretrade's poor business handlingHope nothing happens to my phones before they are paid for fullySquaretrade has done nothing to correct their actions
Final Business Response /* (4000, 9, 2016/01/21) */
We have contacted the consumer several times via email & by phone but with no responseThe warranty is currently active and on his accountWe do NOT require any form of registration for this particular reseller's warrantiesThe proof of purchase is only needed at the time of filing a claim
Initial Business Response /* (1000, 5, 2015/12/29) */
Wa apologize for the issue the consumer experienced with their deviceThe consumer has been contacted by a resolution specialist to resolve the compliantThe claim has been approved for payoutOnce the consumer returns the device a check will
be issued for the amount paid
We apologize for any delays experienced during the claim process. According to our records, the label has been sent twice from our system to the consumer's email addressSince the consumer states that they have not yet received those emails or labels, we will be sending the label again
but via a different methodWe appreciate the consumer's patience as we attempt to resolve this concernWe will be following up to ensure the labels delivery
Initial Business Response /* (1000, 5, 2015/07/29) */
We are sorry the consumer delays in the shipment
We cannot explain why the system did not process the claim to have the shipping *** sent to the consumerThe box has since been received by the consumer and the device is in route to the
repair facilityIt is expected to be received at the facility on 7/
Complaint: ***I am rejecting this response because:
Squaretrade is not being honest with me for the following reasons:
Squaretrade claims" We again repaired the device replacing several components and confirmed 100% functionality." This statement is only partially trueI filed the last claim during November of *** because I was experiencing issues with the deviceWhile one issue was fixed, the charging port was not repairedWhen I received the item I called right away and brought to their attention that this item is only partially fixedThey asked to have this item returned so the issue can be examined againA few days later I was told that they determined that this charging port works partially (when the charging cable is held to a certain degree) and it has some life leftThey advised me to contact them again when the port is completely irresponsiveThey assured me that since the warranty on this device is valid till April of ***, it would be ok to have it fixed if something goes wrong with this deviceI was never told that according to some “behind the scenes accounting”, I had exhausted the warranty already since the last claimReluctantly, I accepted their statement and asked them to send the item without any repairs performedAfter months this same charging port went from being partially working to completely deadNow when I called squaretrade, I am told that my warranty is no longer valid since I exhausted a "behind the scenes budget"
Squaretrade claims “At this point the consumer had exhausted his limit of liability for this device and his warranty completed”
However, I was completely in the dark till I called them last week that my actual warranty end date is not April *** but it had expired in ***(the date of last claim)
I request that they perform the repairs that they should have done in November of *** and replace the charging port
Sincerely,*** ***
We are sorry for any issues the consumer had with their device.When filing a claim for a laptop, a copy of the receipt is required to complete the claimThe receipt sent in, was not for the laptop.We have reached out to the consumer and left a voicemail informing him to send in the receipt for the
laptopAfter the documentation is received, we will proceed with filing a claim
We apologize for any difficulty the consumer experienced with their claim. Due to this device still having issues upon return to the consumer we have filed another claim to have the item sent back inWe have included a very detailed synopsis of the current issue on the new claim, and if our
depot finds they can replicate the issue and are unable to complete the repair sufficiently they will move the item to a different resolution such as replacement or reimbursement
Complaint:
***I am rejecting this response because: I never received any response from themWhenever I tried to contact them, they waste my to min and then told me, we will get you back which never happenThere statement is not legitimate because no email or phone call or voicemail from themin my account care plan still saying additional information required which I provide them times in last dayscare plan # ***Sincerely,*** ***
Complaint:***I am rejecting this response because:Sincerely,Davd GuyThe TV is now complete wreck since been repaired by the first technician that came out I am in the process of taking video captures of the many many issues now Wrong with the tv and will be more than happy to forward it to you as soon as I am complete
Initial Business Response /* (1000, 5, 2015/11/13) */
We apologize that the consumer experienced issues with their device
Our records indicate your complaint has been resolved by a Resolution Team specialist
The check has been processed and sent the the consumer
Initial Consumer Rebuttal
/* (3000, 7, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have yet to receive all my monies refunded, even thou I had to speak and email the resolution representative (which the only way I could find an number for the American Home office was via a Yelp Review) numerous times I just want all of my money back so I can be done with the customer service nightmareThis has been going on since November 9,and today is 11/18/I have done everything I was suppose to do, this company is just terrible in resolving their issues
Final Business Response /* (4000, 15, 2015/12/07) */
Squaretrade Accounting team confirmed the consumer was paid out on November 23rdThe consumer has been emailed the transaction number & confirmation of the payout
Final Consumer Response /* (4200, 17, 2015/12/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have never received an email with a transaction code or a reply about this Revdex.com Complaint from SquareTrade
We followed up with the repair shop they indicated if the consumer's phone was kept they should have some documentation of thisSo far we have only received documentation of new phone purchasedWe have reached out to the consumer and we are requesting documentation of the repair shop keeping her phoneOnce we have this information we can look into a resolution
Complaint: ***I am rejecting this response because:
Just got off the phone with them and they refused to refund my contract amount of 159.98. Spoke with an Eddie. Asked him for a customer service or operator # and he said he could not give it to me. Please reopen this complaint and advise on the next steps. Thanks
Be Profitable,
Steven ***
We are sorry for any issue the consumer experienced with their device.Under the terms and conditions of your SquareTrade Protection Plan, we state we will "Provide a new or refurbished product of equal features and functionality"The replacement TV chosen by Squaretrade is comparable to the
original TVPlease note that while providing a replacement, we do not attempt to match the price of the original television, since prices change over time and so does the depreciated value of your original televisionSince we have provided a replacement television of equal features and functionality, the remaining resolutions available would be the replacement TV or a full refund and cancellation of the warranty
Initial Business Response /* (1000, 5, 2016/01/27) */
We apologize for the issue the consumer experienced with their device
At this time the consumer's case is being handled by the Assurance teamThe consumer can expect to receive a follconcerning their case with 24-hrsAt that point
we will also update the Revdex.com response
Initial Consumer Rebuttal /* (3000, 7, 2016/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
According to the company, they would contact me within 24-hours from 01/27/It has been hours and they have not called meAdditionally, this is the exact same response that I have received from members of their claims department over the last month during several calls I made to the companyNo one from the company has ever called me backShortly after I received the email from the Revdex.com with the company's listed response of planning to contact me within hr, I did receive two emails from SquareTradeEach email was an Amazon Gift CardAlthough this amount was clearly well below what I had requested for the value of my replacement phone and I was not sure why there were two cards with rather random values associated with them, I decided given the difficulty of dealing with this company, I would cut my losses, claim the gift cards and accept this "compromise." To my dismay, when I attempted to claim the gift cards through Amazon's website, both had been previously claimedI can only presume that these were the gift card emails that were sent for the fraudulent claims and perhaps they were re-sendingI have no idea what to think at this point other than SquareTrade does not honor its claims that it will call its customers to resolve problems, nor do these seem to have any clue what is going on despite my calling them at least times and describing my circumstance each timeI will not be dealing any further with this company unless they reimburse me the $less my deductible for the cost of my phone replacement
Final Business Response /* (4000, 9, 2016/02/15) */
The consumer stated someone changed their email address and filed two authorized claims on their accountIn order to file the claims someone would have to know the login credentials to access the accountThe consumer is responsible for making sure their login credentials are kept secureThe consumer's warranty was cancelled for non-payment so no claim was ever filed or approved for his deviceThe consumer replaced his device outside of the warranty termsSquaretrade is not responsible for replacing the device outside of the warranty
We are sorry for any issues the consumer had with their deviceWith the consumers warranty being expired no updates would be reflected to the online accountThe consumers check for reimbursement was processed on 5/31/*** We ask consumers to allow 7-business days for delivery
Initial Business Response /* (1000, 5, 2015/12/03) */
We apologize the consumer experienced issues with their deviceOur records indicate the consumer has spoken to management and they agreed to an appropriate resolutionThe consumer has been contacted but we have not received a
response
Initial Consumer Rebuttal /* (3000, 7, 2015/12/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The manager contacted me and said they will give us a full refundHe said that he would send an affidavit by emailI was assured that it would be emailed to me immediatelyTo date we still have not received the affidavit and I emailed the supervisor but he hasn't responded
Final Business Response /* (4000, 18, 2016/01/13) */
The consumer's check was processed on 12/30/It appears to be a delay due to the holidayWe are requesting the consumer wait the standard 7-business days (1/15/16) it takes to receive the checkWe will reach out to the consumer on 1/15/to confirm delivery of the check
Final Consumer Response /* (4200, 22, 2016/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The December 30, they claim to have sent was the second check issuedWe were told that on 12/9/15, they sent a check which never reached usThen I called to follow up and on 1/6/and was told a replacement check was sent on 12/30/15, and to call back the following week if we didn't receive the checkOn 1/12/I called and spoke with Liam he said that actually the check was sent out on 12/31/and if we didn't get it by the 13th, they would issue another check and send it out via fed exHe said their policy is that if check doesn't arrive on 2nd mailing, they send it fed exI called back on 1/13/and spoke with*** in the resolution dept xtand he said that we had to wait until 1/15/and if check didn't arrive they would send out another checkHowever, he said that I was given erroneous information that they do not send out checks overnight or in any way that can be trackedHis solution was to send it to another addressI told him that sending it to a different address is not an optionThis is a law firm with only one locationI would like another check to be sent via overnightThere is nothing wrong with our address, everything else gets hereSquare Trade is either not telling the truth about check being sent or there's a problem in their mail dept
We are sorry for any issues the consumer had with their device. When a device arrives back to the consumer damaged in transit, they are able to send it back to SquareTrade to be repaired.SquareTrade has been in contact with the consumer to have the device repaired
We are sorry for any issues the consumer has had with their device. According to the consumer's statement given to the Revdex.com, their device has been problematic since the orignial date of purchaseAs stated in their service agreement, any issues occurring since the original purchase
date would render the item ineligible for coverage, due to a pre-existing conditionDue to the pre-existing time we would not be able to provide any further assistance in resolving the consumers issue
Initial Business Response /* (1000, 5, 2015/08/24) */
We are sorry the consumer had an issue with their phone
The purchase receipt clearly states that the phone was "blacklisted"This is a condition where the carrier does not allow the phone to be connected to their networkThis is also a
condition that would invalidate the warranty
The consumer states in their complaint that they informed them that, "The motherboard is going bad" by the shop, which indicates there was not completed repairIf the warranty was valid we still would not reimburse a consumer for diagnostics that does not result in a repair
The consumer did call to let us know that the phone was sent back to the seller and no longer in their possession
The email that states that "Your receipt has been successfully submitted!" refers to the purchase receipt of the itemThe consumer attached the receipt from the shop to the purchase confirmation receipt
The specialist that told the customer to have it repaired at a local shop was indicating to the consumer one of the options available for repairNo claim was ever approved to have the phone repaired
We did refund the customer what they paid for the warranty as it is no longer valid
Our Assurance Team has emailed the customer regarding this issueThat department can assist with any concernsThe consumer needs only to reply back to that email that was sent to them
Initial Consumer Rebuttal /* (3000, 7, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I first contacted the company regarding the phone having a problemThe representative ask me to give him the imei #After I did, He never informed me that the phone was on the blacklist and that's void the warrantyA day latter, someone from the company told me to go have have the phone repair and they will reimburse the costSo, I did and after I picked up the phoneNever did they tell me about the blacklistThey told me to submit them the receipt for the repair shopI did
After I submitted the receipt, that's when I heard from them regarding the blacklistAt that point, that's when they told me they were going to refund me the warranty price; instead of the repair receipt
Furthermore, the company inform me that I needed to called eBay to have them to open a case against the seller to obtain a refund of the phone purchaseOn the date of the purchase, the phone receipt from eBay does say blacklisted, but I have the option to obtain a warrant thought SquareTrade and I did
When I gave Square trade the imei #, they failed to inform me that the phone is blacklist but wanted to keep the phone under the warranty
Facts
When I first called, I gave SquareTrade the imei #, proof of the purchase from eBay and the purchase of the warranty too wish say blacklisted
I was never informed that the warranty will not cover the phone because of the blacklisted
The phone was working okay until after days and more have passed *** the purchased date
When a representative called me back, I was told to have the phone repair after I gave them all the information they asked for( name, address, email address, phone number,etc)
Again, they asked me for the imei # and the proof of the repair bill, but never informed about the blacklisted until after I submitted the $Receipt
I still have all the emails from SquareTrade (I can submit as proof), never did they email saying it blacklisted until the end
I rejected it because I was told to have it repair when they have a copy saying blacklisted phone but I lost $
When I submitted the $receipt, they did not tell me again about the blacklist but told me I could have it credit on my paypal account
Final Business Response /* (4000, 15, 2015/09/03) */
According to our records an email was sent to the consumer on 7/
We are having the assurance team send the consumer another email so they will have the contact information to have their questions answered
Final Consumer Response /* (4200, 17, 2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This Revdex.com case was opened on 8-21-15, and anything that Square Trade has emailed me before I filed this case is not helping me to resolve this matterI have already follow those step and it has ended me to a dead end with Square TradeI need a refund for the repair receipt I have submitted for $145, but will settle this matter for $
We are sorry for any issues the consumer had with their device.
Warranties from SquareTrade's resale partners should be purchased for items bought directly from that reseller Failure to purchase the warranty from the correct reseller or from SquareTrade directly can result in an
invalid warranty being purchased.
As SquareTrade does not require but suggest consumers register their products receipt information is not verified in our system until a claim needs to be filed We have processed a reimbursement for the consumer's warranty cost Since the consumer has indicated they have yet to receive the check we have reached out to our accounting department to do a resend
Initial Business Response /* (1000, 5, 2015/12/28) */
We apologize the consumer experienced difficulties uploading the proof of purchase
The consumer has been contacted via email and by phone to resolve the complaintWe are awaiting a response
Initial Consumer Rebuttal /* (3000, 7,
2016/01/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Got a refund for warranty from place of purchase (*** Club) with no problemsAttempted to contact Squaretrade back after not being able to talk to them (after 9pm local time),got a mesg in the Revdex.com complaint department that they would call back before hrsHave not heard back from them after a weekStill don't have a warranty on my *** due to Squaretrade's poor business handlingHope nothing happens to my phones before they are paid for fullySquaretrade has done nothing to correct their actions
Final Business Response /* (4000, 9, 2016/01/21) */
We have contacted the consumer several times via email & by phone but with no responseThe warranty is currently active and on his accountWe do NOT require any form of registration for this particular reseller's warrantiesThe proof of purchase is only needed at the time of filing a claim
Initial Business Response /* (1000, 5, 2015/12/29) */
Wa apologize for the issue the consumer experienced with their deviceThe consumer has been contacted by a resolution specialist to resolve the compliantThe claim has been approved for payoutOnce the consumer returns the device a check will
be issued for the amount paid
We apologize for any delays experienced during the claim process. According to our records, the label has been sent twice from our system to the consumer's email addressSince the consumer states that they have not yet received those emails or labels, we will be sending the label again
but via a different methodWe appreciate the consumer's patience as we attempt to resolve this concernWe will be following up to ensure the labels delivery
Initial Business Response /* (1000, 5, 2015/07/29) */
We are sorry the consumer delays in the shipment
We cannot explain why the system did not process the claim to have the shipping *** sent to the consumerThe box has since been received by the consumer and the device is in route to the
repair facilityIt is expected to be received at the facility on 7/
Complaint: ***I am rejecting this response because:
Squaretrade is not being honest with me for the following reasons:
Squaretrade claims" We again repaired the device replacing several components and confirmed 100% functionality." This statement is only partially trueI filed the last claim during November of *** because I was experiencing issues with the deviceWhile one issue was fixed, the charging port was not repairedWhen I received the item I called right away and brought to their attention that this item is only partially fixedThey asked to have this item returned so the issue can be examined againA few days later I was told that they determined that this charging port works partially (when the charging cable is held to a certain degree) and it has some life leftThey advised me to contact them again when the port is completely irresponsiveThey assured me that since the warranty on this device is valid till April of ***, it would be ok to have it fixed if something goes wrong with this deviceI was never told that according to some “behind the scenes accounting”, I had exhausted the warranty already since the last claimReluctantly, I accepted their statement and asked them to send the item without any repairs performedAfter months this same charging port went from being partially working to completely deadNow when I called squaretrade, I am told that my warranty is no longer valid since I exhausted a "behind the scenes budget"
Squaretrade claims “At this point the consumer had exhausted his limit of liability for this device and his warranty completed”
However, I was completely in the dark till I called them last week that my actual warranty end date is not April *** but it had expired in ***(the date of last claim)
I request that they perform the repairs that they should have done in November of *** and replace the charging port
Sincerely,*** ***
We are sorry for any issues the consumer had with their device.When filing a claim for a laptop, a copy of the receipt is required to complete the claimThe receipt sent in, was not for the laptop.We have reached out to the consumer and left a voicemail informing him to send in the receipt for the
laptopAfter the documentation is received, we will proceed with filing a claim
We apologize for any difficulty the consumer experienced with their claim. Due to this device still having issues upon return to the consumer we have filed another claim to have the item sent back inWe have included a very detailed synopsis of the current issue on the new claim, and if our
depot finds they can replicate the issue and are unable to complete the repair sufficiently they will move the item to a different resolution such as replacement or reimbursement
Complaint:
***I am rejecting this response because: I never received any response from themWhenever I tried to contact them, they waste my to min and then told me, we will get you back which never happenThere statement is not legitimate because no email or phone call or voicemail from themin my account care plan still saying additional information required which I provide them times in last dayscare plan # ***Sincerely,*** ***
Complaint:***I am rejecting this response because:Sincerely,Davd GuyThe TV is now complete wreck since been repaired by the first technician that came out I am in the process of taking video captures of the many many issues now Wrong with the tv and will be more than happy to forward it to you as soon as I am complete
Initial Business Response /* (1000, 5, 2015/11/13) */
We apologize that the consumer experienced issues with their device
Our records indicate your complaint has been resolved by a Resolution Team specialist
The check has been processed and sent the the consumer
Initial Consumer Rebuttal
/* (3000, 7, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have yet to receive all my monies refunded, even thou I had to speak and email the resolution representative (which the only way I could find an number for the American Home office was via a Yelp Review) numerous times I just want all of my money back so I can be done with the customer service nightmareThis has been going on since November 9,and today is 11/18/I have done everything I was suppose to do, this company is just terrible in resolving their issues
Final Business Response /* (4000, 15, 2015/12/07) */
Squaretrade Accounting team confirmed the consumer was paid out on November 23rdThe consumer has been emailed the transaction number & confirmation of the payout
Final Consumer Response /* (4200, 17, 2015/12/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have never received an email with a transaction code or a reply about this Revdex.com Complaint from SquareTrade
We followed up with the repair shop they indicated if the consumer's phone was kept they should have some documentation of thisSo far we have only received documentation of new phone purchasedWe have reached out to the consumer and we are requesting documentation of the repair shop keeping her phoneOnce we have this information we can look into a resolution
Complaint: ***I am rejecting this response because:
Just got off the phone with them and they refused to refund my contract amount of 159.98. Spoke with an Eddie. Asked him for a customer service or operator # and he said he could not give it to me. Please reopen this complaint and advise on the next steps. Thanks
Be Profitable,
Steven ***
We are sorry for any issue the consumer experienced with their device.Under the terms and conditions of your SquareTrade Protection Plan, we state we will "Provide a new or refurbished product of equal features and functionality"The replacement TV chosen by Squaretrade is comparable to the
original TVPlease note that while providing a replacement, we do not attempt to match the price of the original television, since prices change over time and so does the depreciated value of your original televisionSince we have provided a replacement television of equal features and functionality, the remaining resolutions available would be the replacement TV or a full refund and cancellation of the warranty
Initial Business Response /* (1000, 5, 2016/01/27) */
We apologize for the issue the consumer experienced with their device
At this time the consumer's case is being handled by the Assurance teamThe consumer can expect to receive a follconcerning their case with 24-hrsAt that point
we will also update the Revdex.com response
Initial Consumer Rebuttal /* (3000, 7, 2016/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
According to the company, they would contact me within 24-hours from 01/27/It has been hours and they have not called meAdditionally, this is the exact same response that I have received from members of their claims department over the last month during several calls I made to the companyNo one from the company has ever called me backShortly after I received the email from the Revdex.com with the company's listed response of planning to contact me within hr, I did receive two emails from SquareTradeEach email was an Amazon Gift CardAlthough this amount was clearly well below what I had requested for the value of my replacement phone and I was not sure why there were two cards with rather random values associated with them, I decided given the difficulty of dealing with this company, I would cut my losses, claim the gift cards and accept this "compromise." To my dismay, when I attempted to claim the gift cards through Amazon's website, both had been previously claimedI can only presume that these were the gift card emails that were sent for the fraudulent claims and perhaps they were re-sendingI have no idea what to think at this point other than SquareTrade does not honor its claims that it will call its customers to resolve problems, nor do these seem to have any clue what is going on despite my calling them at least times and describing my circumstance each timeI will not be dealing any further with this company unless they reimburse me the $less my deductible for the cost of my phone replacement
Final Business Response /* (4000, 9, 2016/02/15) */
The consumer stated someone changed their email address and filed two authorized claims on their accountIn order to file the claims someone would have to know the login credentials to access the accountThe consumer is responsible for making sure their login credentials are kept secureThe consumer's warranty was cancelled for non-payment so no claim was ever filed or approved for his deviceThe consumer replaced his device outside of the warranty termsSquaretrade is not responsible for replacing the device outside of the warranty
We are sorry for any issues the consumer had with their deviceWith the consumers warranty being expired no updates would be reflected to the online accountThe consumers check for reimbursement was processed on 5/31/*** We ask consumers to allow 7-business days for delivery
Initial Business Response /* (1000, 5, 2015/12/03) */
We apologize the consumer experienced issues with their deviceOur records indicate the consumer has spoken to management and they agreed to an appropriate resolutionThe consumer has been contacted but we have not received a
response
Initial Consumer Rebuttal /* (3000, 7, 2015/12/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The manager contacted me and said they will give us a full refundHe said that he would send an affidavit by emailI was assured that it would be emailed to me immediatelyTo date we still have not received the affidavit and I emailed the supervisor but he hasn't responded
Final Business Response /* (4000, 18, 2016/01/13) */
The consumer's check was processed on 12/30/It appears to be a delay due to the holidayWe are requesting the consumer wait the standard 7-business days (1/15/16) it takes to receive the checkWe will reach out to the consumer on 1/15/to confirm delivery of the check
Final Consumer Response /* (4200, 22, 2016/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The December 30, they claim to have sent was the second check issuedWe were told that on 12/9/15, they sent a check which never reached usThen I called to follow up and on 1/6/and was told a replacement check was sent on 12/30/15, and to call back the following week if we didn't receive the checkOn 1/12/I called and spoke with Liam he said that actually the check was sent out on 12/31/and if we didn't get it by the 13th, they would issue another check and send it out via fed exHe said their policy is that if check doesn't arrive on 2nd mailing, they send it fed exI called back on 1/13/and spoke with*** in the resolution dept xtand he said that we had to wait until 1/15/and if check didn't arrive they would send out another checkHowever, he said that I was given erroneous information that they do not send out checks overnight or in any way that can be trackedHis solution was to send it to another addressI told him that sending it to a different address is not an optionThis is a law firm with only one locationI would like another check to be sent via overnightThere is nothing wrong with our address, everything else gets hereSquare Trade is either not telling the truth about check being sent or there's a problem in their mail dept
We are sorry for any issues the consumer had with their device. When a device arrives back to the consumer damaged in transit, they are able to send it back to SquareTrade to be repaired.SquareTrade has been in contact with the consumer to have the device repaired
We are sorry for any issues the consumer has had with their device. According to the consumer's statement given to the Revdex.com, their device has been problematic since the orignial date of purchaseAs stated in their service agreement, any issues occurring since the original purchase
date would render the item ineligible for coverage, due to a pre-existing conditionDue to the pre-existing time we would not be able to provide any further assistance in resolving the consumers issue
Initial Business Response /* (1000, 5, 2015/08/24) */
We are sorry the consumer had an issue with their phone
The purchase receipt clearly states that the phone was "blacklisted"This is a condition where the carrier does not allow the phone to be connected to their networkThis is also a
condition that would invalidate the warranty
The consumer states in their complaint that they informed them that, "The motherboard is going bad" by the shop, which indicates there was not completed repairIf the warranty was valid we still would not reimburse a consumer for diagnostics that does not result in a repair
The consumer did call to let us know that the phone was sent back to the seller and no longer in their possession
The email that states that "Your receipt has been successfully submitted!" refers to the purchase receipt of the itemThe consumer attached the receipt from the shop to the purchase confirmation receipt
The specialist that told the customer to have it repaired at a local shop was indicating to the consumer one of the options available for repairNo claim was ever approved to have the phone repaired
We did refund the customer what they paid for the warranty as it is no longer valid
Our Assurance Team has emailed the customer regarding this issueThat department can assist with any concernsThe consumer needs only to reply back to that email that was sent to them
Initial Consumer Rebuttal /* (3000, 7, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I first contacted the company regarding the phone having a problemThe representative ask me to give him the imei #After I did, He never informed me that the phone was on the blacklist and that's void the warrantyA day latter, someone from the company told me to go have have the phone repair and they will reimburse the costSo, I did and after I picked up the phoneNever did they tell me about the blacklistThey told me to submit them the receipt for the repair shopI did
After I submitted the receipt, that's when I heard from them regarding the blacklistAt that point, that's when they told me they were going to refund me the warranty price; instead of the repair receipt
Furthermore, the company inform me that I needed to called eBay to have them to open a case against the seller to obtain a refund of the phone purchaseOn the date of the purchase, the phone receipt from eBay does say blacklisted, but I have the option to obtain a warrant thought SquareTrade and I did
When I gave Square trade the imei #, they failed to inform me that the phone is blacklist but wanted to keep the phone under the warranty
Facts
When I first called, I gave SquareTrade the imei #, proof of the purchase from eBay and the purchase of the warranty too wish say blacklisted
I was never informed that the warranty will not cover the phone because of the blacklisted
The phone was working okay until after days and more have passed *** the purchased date
When a representative called me back, I was told to have the phone repair after I gave them all the information they asked for( name, address, email address, phone number,etc)
Again, they asked me for the imei # and the proof of the repair bill, but never informed about the blacklisted until after I submitted the $Receipt
I still have all the emails from SquareTrade (I can submit as proof), never did they email saying it blacklisted until the end
I rejected it because I was told to have it repair when they have a copy saying blacklisted phone but I lost $
When I submitted the $receipt, they did not tell me again about the blacklist but told me I could have it credit on my paypal account
Final Business Response /* (4000, 15, 2015/09/03) */
According to our records an email was sent to the consumer on 7/
We are having the assurance team send the consumer another email so they will have the contact information to have their questions answered
Final Consumer Response /* (4200, 17, 2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This Revdex.com case was opened on 8-21-15, and anything that Square Trade has emailed me before I filed this case is not helping me to resolve this matterI have already follow those step and it has ended me to a dead end with Square TradeI need a refund for the repair receipt I have submitted for $145, but will settle this matter for $