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
We are sorry for any delays experienced during the claim process. According to our records, it appears that our depot completed the repairs necessary but the package was lost during the transition from our depot and ***Squaretrade apologizes for the inconvenience and the missing deviceWe
will be processing the full reimbursement for the device, deductible and the warranty costWe appreciate the consumer's patience as this situation was investigated, and will provide confirmation of the reimbursement and amounts with the consumer
Complaint: ***I am rejecting this response because:
Given the poor experience I've had with SquareTrade regarding this claim, I will close this complaint when I receive the promised reimbursementI did receive communication from SquareTrade today stating that a check should arrive to me within business days
Sincerely,*** *** ***
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/
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:
Squaretrade misstates the facts
My computer was bought new, not refurbishedThey did not "honor" emails that were sentAgain, two emails were received (unsolicited) from Squaretrade indicating I would receive *** and ***I did receive *** and the warranty cost but they did not " honor what was sent"...a total of $***Sincerely,*** ***
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
Initial Business Response /* (1000, 5, 2015/08/27) */
We are sorry the consumer had issues with their chair
The database showed that there was a day waiting periodThis is an automatic waiting period for the consumers that purchase their product online to allow for shippingThis is a usually
a convenience for the consumer as the warranty does not start until after the consumer has received the productOn the actual warranty there is a one day waiting periodThe consumer filed the claim in our online system and it automatically denied the claim, but did file it after the actual waiting periodWe will take the claim
We have contacted the consumer to let them know we will process the claim
SquareTrade apologizes if the consumer feels their warranty does not cater to their desired resolutionAccording to the consumer's service contract, "Depending on the Product and failure circumstances, at Our discretion, We will either: Repair Your Product, or; Provide a cash settlement or a Gift
Card reflecting the replacement cost of a new product of equal features and functionality up to the Coverage Amount, or; Replace Your Product with a product of like, kind, quality, and functionality." We provided the consumer with a "like" product, factors such as color are considered cosmetic as they do not impact the device functionalityRegarding the deductible, we provide our consumers with days after a repair or replacement to report any issues and avoid any additional deductiblesThe consumer contacted us after the day period and as a result, is required to pay a deductible for their claimMoving forward, we will assist if there is an issue with the consumer's devices but cannot provide specific resolutions without initiating the claim process
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
We apologize if there was any dissatisfaction with our claims process
Troubleshooting is utilized as a standard part of the claims process for electronic devices such as cellphones and televisionsThis is to ensure we are isolating the issue and providing the consumer a resolution which will
resolve their issueThough we understand this item has previously been repaired we request the consumer calls back in to complete this processIf we are unable to have the item satisfactorily operating after repeated repair attempts we have alternative resolutions reserved to ensure the consumer completes the claims process with a fully operational device
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,*** ***
We are sorry for any issues the consumer had with their device. The consumers device is still under their manufacturer's warranty coverage SquareTrade is an extended warranty company whose coverage begins after the manufacturer's warranty has ended If the manufacturer is unwilling
to provide service to the consumers device SquareTrade may step in for mechanical and electrical failures after documentation has been provided of the manufactures refusal of service.At this time the consumer needs to contact their manufacturer to have their item serviced If the manufacturer refuses service then the consumer can reach out to SquareTrade to see if we can step in the cover their device
We are sorry for any delays experienced during the reimbursement process.According to our records, the original reimbursement was sent ***Since the consumer has stated they have not received that check, a replacement check was re-issued on *** We appreciate the consumers patience and understanding while we resolve this issue
Hello,We apologize for the difficulty experienced in this claimAfter review the consumers issue has been addressed, the consumer was educated on why we can not return the item and why we made determination for resolutionThe consumer was OK with resolution and understood
Initial Business Response /* (1000, 10, 2015/08/11) */
We have already been in contact with the consumer and have resolved their concernsDeductible was refunded and warranty was cancelled
Initial Business Response /* (1000, 5, 2015/11/05) */
We apologize that the consumer is experiencing issues with their device
The consumer has been contacted by phone & email to address her concerns
At this time we are awaiting on a reply to move forward
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, *** ***
Initial Business Response /* (1000, 5, 2015/07/30) */
We resolved the complaint on 7/with the consumerI am forwarding you the approval email
Don't miss important emails from SquareTradeAdd ***@squaretrade.com to your address book
Claim Number XXXXXXXXXXXX
Dear Pj,
Congrats! Your claim is approved, and you're eligible to receive a payment of $Here's what you need to do before we can release your payment:
Your item will not be returned to youAny data not backed up will be lost
Use a sturdy box and bubble wrap to pack your itemPack only your item, its battery, and its charger/AC adapter
Click here
to print your free
FedEx shipping label, attach it to the box, and ship your item to us
Once your item has been verified, we'll release your payment (can take up to business days)If you have questions or want to schedule a call with one of our specialists, just visit squaretrade.com/help
Sincerely,
The SquareTrade Team
ref:_00D306mMq._XXXXXr7WMa:ref
Complaint: ***I am rejecting this response because:
That’s not what the complaint was regarding or what was requested
Sincerely,Salvatore ***
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
We are sorry for any delays experienced during the claim process. According to our records, it appears that our depot completed the repairs necessary but the package was lost during the transition from our depot and ***Squaretrade apologizes for the inconvenience and the missing deviceWe
will be processing the full reimbursement for the device, deductible and the warranty costWe appreciate the consumer's patience as this situation was investigated, and will provide confirmation of the reimbursement and amounts with the consumer
Complaint: ***I am rejecting this response because:
Given the poor experience I've had with SquareTrade regarding this claim, I will close this complaint when I receive the promised reimbursementI did receive communication from SquareTrade today stating that a check should arrive to me within business days
Sincerely,*** *** ***
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/
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:
Squaretrade misstates the facts
My computer was bought new, not refurbishedThey did not "honor" emails that were sentAgain, two emails were received (unsolicited) from Squaretrade indicating I would receive *** and ***I did receive *** and the warranty cost but they did not " honor what was sent"...a total of $***Sincerely,*** ***
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
Initial Business Response /* (1000, 5, 2015/08/27) */
We are sorry the consumer had issues with their chair
The database showed that there was a day waiting periodThis is an automatic waiting period for the consumers that purchase their product online to allow for shippingThis is a usually
a convenience for the consumer as the warranty does not start until after the consumer has received the productOn the actual warranty there is a one day waiting periodThe consumer filed the claim in our online system and it automatically denied the claim, but did file it after the actual waiting periodWe will take the claim
We have contacted the consumer to let them know we will process the claim
SquareTrade apologizes if the consumer feels their warranty does not cater to their desired resolutionAccording to the consumer's service contract, "Depending on the Product and failure circumstances, at Our discretion, We will either: Repair Your Product, or; Provide a cash settlement or a Gift
Card reflecting the replacement cost of a new product of equal features and functionality up to the Coverage Amount, or; Replace Your Product with a product of like, kind, quality, and functionality." We provided the consumer with a "like" product, factors such as color are considered cosmetic as they do not impact the device functionalityRegarding the deductible, we provide our consumers with days after a repair or replacement to report any issues and avoid any additional deductiblesThe consumer contacted us after the day period and as a result, is required to pay a deductible for their claimMoving forward, we will assist if there is an issue with the consumer's devices but cannot provide specific resolutions without initiating the claim process
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
We apologize if there was any dissatisfaction with our claims process
Troubleshooting is utilized as a standard part of the claims process for electronic devices such as cellphones and televisionsThis is to ensure we are isolating the issue and providing the consumer a resolution which will
resolve their issueThough we understand this item has previously been repaired we request the consumer calls back in to complete this processIf we are unable to have the item satisfactorily operating after repeated repair attempts we have alternative resolutions reserved to ensure the consumer completes the claims process with a fully operational device
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,*** ***
We are sorry for any issues the consumer had with their device. The consumers device is still under their manufacturer's warranty coverage SquareTrade is an extended warranty company whose coverage begins after the manufacturer's warranty has ended If the manufacturer is unwilling
to provide service to the consumers device SquareTrade may step in for mechanical and electrical failures after documentation has been provided of the manufactures refusal of service.At this time the consumer needs to contact their manufacturer to have their item serviced If the manufacturer refuses service then the consumer can reach out to SquareTrade to see if we can step in the cover their device
We are sorry for any delays experienced during the reimbursement process.According to our records, the original reimbursement was sent ***Since the consumer has stated they have not received that check, a replacement check was re-issued on *** We appreciate the consumers patience and understanding while we resolve this issue
Hello,We apologize for the difficulty experienced in this claimAfter review the consumers issue has been addressed, the consumer was educated on why we can not return the item and why we made determination for resolutionThe consumer was OK with resolution and understood
Initial Business Response /* (1000, 10, 2015/08/11) */
We have already been in contact with the consumer and have resolved their concernsDeductible was refunded and warranty was cancelled
Initial Business Response /* (1000, 5, 2015/11/05) */
We apologize that the consumer is experiencing issues with their device
The consumer has been contacted by phone & email to address her concerns
At this time we are awaiting on a reply to move forward
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, *** ***
Initial Business Response /* (1000, 5, 2015/07/30) */
We resolved the complaint on 7/with the consumerI am forwarding you the approval email
Don't miss important emails from SquareTradeAdd ***@squaretrade.com to your address book
Claim Number XXXXXXXXXXXX
Dear Pj,
Congrats! Your claim is approved, and you're eligible to receive a payment of $Here's what you need to do before we can release your payment:
Your item will not be returned to youAny data not backed up will be lost
Use a sturdy box and bubble wrap to pack your itemPack only your item, its battery, and its charger/AC adapter
Click here
to print your free
FedEx shipping label, attach it to the box, and ship your item to us
Once your item has been verified, we'll release your payment (can take up to business days)If you have questions or want to schedule a call with one of our specialists, just visit squaretrade.com/help
Sincerely,
The SquareTrade Team
ref:_00D306mMq._XXXXXr7WMa:ref