Complaint: ***I am rejecting this response because:
Not only was this warranty advertised as a five year warranty for the entire time I had the warranty, you yourselves listed it as ending 3/3/in my squaretrade account! You only changed it retroactively AFTER I filed a claim. Sincerely,*** ***
We are sorry for any issues the consumer had with their device. After reviewing the account the network connectivity issue would fall into our retry policy Since the consumer has yet to receive the shipping label an expedited request has been submitted to complete a repair
Initial Business Response /* (1000, 5, 2015/08/17) */
We are sorry the consumer had delays in the processing of his payment
We had a problem with our accounting system and many payouts did not get processed in an appropriate amount of timeWe have addressed the issue and this consumer was
emailed a reimbursement on August
Initial Consumer Rebuttal /* (2000, 7, 2015/08/19) */
The claim was paid on 8/14/I received a phone call from SquareTrade to follow up on the complaintThough no additional compensation was provided for the onerous process, I appreciated the personal touch
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI believe that your company has lousy service and I hope the public will take note of this. 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 me
As promised by Square Deal, I received my e-gift card to *** in the amount of $***.Sincerely, *** ***
We apologize for any inconvenience that the consumer might have experienced during this process
We have reached out to the consumer today and have agreed to her terms disclosed in this complaint
The consumer was very happy that we had reached out to her and done what is correct!
From:*** *** Sent: Tuesday, August 09, *** 9:AM To: info Subject: Re: You have a New Message from Revdex.com Serving San Francisco Bay Area and Northern Coastal California, Complaint #*** Still waiting for the checkSent from my iPhone
We are sorry for any issue the consumer experienced with their device
As it turns out, the reason for the denial was due to the handle of the device physically breaking off and the description of the issue provided by the consumer, "Picking up the Roomba the carry handle broke."As the
consumer detailed in our service contract, "WHAT ISN'T COVERED: There are notable exclusions to your coverage(Refer to the Protection Plan for a full list.) Accidental Damage: Unless you purchase ADH coverage, we don't cover items that are damaged accidentallyThis includes water immersion, drops, and spills."What this states is that any item that has been damaged due to handling that does not have "ADH coverage", is not coveredWe do apologize if different information was relayed but we would be unable to provide service on the deviceMoving forward, the plan has been canceled and the full purchase price of the warranty refunded as of ***
Complaint: ***I am disappointed while I do desire a full refund of the purchase price which should also include sales tax why should I not also be reimbursed for the warranty which we purchased it is of no value to usWe honestly do not have money to throw awayI can sure we won"t experience this problem again as I won't patronize their business or services again.Sincerely,*** ***
Initial Business Response /* (1000, 5, 2015/12/02) */
We apologize the consumer had issues with their deviceWe are unable to find an account associated with the consumer's informationThe consumer has been contacted but we have yet to receive a response
Initial Consumer Rebuttal /* (3000, 7,
2015/12/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
*** called at 4;45pm while I was at work..so Could not answer my phone..called back left message, called today left a message Gave me direct extension but it goes straight voice mailEverytime I have ever called Squaretrade I give them my number and email and they pull up my file just fine..I have over products on their program, maybe more because I've been using them for many years & this is the first time I've ever had to deal with this..My email and phone number are associated with my orders, The number she gave me to call is a saved number in my phone so I know its the same place, IF I have to I will send all my detailed files to show that my files are associated with my phone number and email I provided...the same number they are callingI'm actually scared to send my camera in because of whats going on..I've spent alot of money with this company thru the years if *** is having trouble finding it..maybe she might want to get someone else to lookPlease I can email you guys with all my papers with them and I can send you emails from them and I can send you receiptThey are still playing cat and mouse with my phone..now saying they can't find my Account with my info..pLease can I get a email to send in my emails from them and copys, its now almost about to hit months since I filled my claim and they lost my phone, and since I first called them to ask about itThere is many notes on my file about this because when I call the operators always start reading them after I ask them toMy phone had plenty of memories and plenty of my info in it and now who knows where it isI've spoke to resolutions specialist there twice ( at least I was told thats who it was) they always say they will call back and never do, say they will email and never do, said it had been to long and they was just going to cash out..here I am weeks later not cash out..no phoneno nothing...just info, lies, and I have so much products with insurance with them but now i'm scared to send..I payed for this program and they are failing me
Final Business Response /* (4000, 21, 2015/12/24) */
There was miscommunication and a prolonged delay with the consumer to receive their deviceWe truly apologize about the consumer's experienceTo resolve the claim, the consumer will be paid out based on the retail price of the deviceWe have also compensated the consumer for the warranty price
Final Consumer Response /* (4200, 23, 2016/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have not sent check at all..I just called right now at 9:50pmI actually have a email of when this whole conversation took place and was told on phone as soon as I sent phone that was unable to get activated, for me to use it back they would release checkCalled today to check status was told that they did receive phone,but after that there was no active activity on the account and they needed to call deput so that someone can look into it because there was no kind of activity after they go phone back.Gentle man stated he was so sorry & unfortunatly reading the notes on the case it is very unfortunate and he is sorry that this has happen againthere was no way of expediting, I gave them a benefit of doubt I actually waited for the check before I could report to Revdex.com that I accepted because for some strange reason I knew they would do what they have been doing the whole time if I had just accepted itWhich I would have just complained a new complaint if this expiredBecause Like I said they are just telling me and Revdex.com stuff so that I stop bothering them, and this is not rightI still am without phone using a phone that is not very functional that I had in a drawerAsk if he could payPal since this all happen again and he said no..so bascially no check still waiting since 10/til now and stil no resolving of thisNO PHONE
According to our records, our representative attempted to update the consumer's information but the refund of a warranty is always processed on the card used for the purchaseIn cases where the payment method has expired or no longer active, reimbursement is sent via a checkWe do apologize for
any miscommunication regarding the processWe have checked in on the security of the consumer's information and found everything was handled appropriatelyMoving forward, we have processed the reimbursement check on *** and is en route to the consumer
We apologize for any delays regarding this claim.Since this was brought to our attention we have approved the consumer's claim and emailed her detailing the resultsSquaretrade appreciates the consumer's patience while this was investigated
As it is stated here the Square trade company has promised me $***I only got the price of $*** and some change that's a big difference
plus there's a matter of you canceling my check and making me believe that you guys were sending me the rest of the moneyAfterwords left me financially broke.
Now, if you give me the rest of the difference plus the over draft fees that my bank has charged me because you deceived me, or this will continue
Complaint: ***I am rejecting this response because: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 meHOWEVER, this has been their promise for close to a month and this still has not happenedWhen do they think this will be resolved?
Sincerely, *** ***
We are sorry for any issue the consumer experienced with their device
According to our records, the consumer contacted Squaretrade due to lines appearing on the screen of the TV setSquaretrade requested pictures of the issue and upon receipt, it was determined that accidental damage was the
causeDue to the formation and display manner of the lines, it is evident that the panel of the TV has been crackedAs none of Squaretrade's TV warranties provide accidental damage coverage, we would be unable to provide assistance to the consumer
Initial Business Response /* (1000, 5, 2016/01/27) */
We apologize for the issue the consumer experienced with their deviceDue to the inconvenience the consumer experienced we have refunded the warranty for the full amountThe consumer can expect to receive the warranty refund within 7-
business days back to the original payment methodThe consumer has been contacted by email and phone to resolve their complaintAt this time we are awaiting a response to move forward
Initial Consumer Rebuttal /* (3000, 7, 2016/01/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for the refund of the purchase price of the planIt is true that Squaretrade contacted me back about my complaint, however I missed the callI left a voicemail and replied to the email and I am waiting to here back again to help resolve my problem
Thank you,
*** ***
Final Business Response /* (4000, 9, 2016/02/11) */
The consumer's complaint has been resolved we are moving forward with payout for the deviceThe consumer agreed to this resolution
Final Consumer Response /* (2000, 11, 2016/02/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have received a check for the price I paid for the computerThank you Square Trade for helping me solve this problem
Complaint: ***I am rejecting this response because: If you enter into a contract you should stand behind it! And you accepted this contract
They didn't specify the purchase needed to be at *** when I purchased the warrantyIf they rejected the warranty they should have done it at the time of purchase and refunded the purchase, with an explanation as to why they rejected the contractThey accepted the contract and need to stand behind itThey accepted the claim and tried to replace the product prior to deciding to reject the claimI work for a major insurance company and if we write a policy and then determine we will not accept the policy in underwriting we refund all that was paid and cover the customer from the write date to the decline date and if there is a claim in that time frame, we pay it! But we are regulated by the insurance commission unlike these extended warranty companies (who should be)This company keeps repeating the same reply and I believe hasn't even escalated it to management for review and reconsideration. Sincerely,*** ***
We are sorry for any confusion the consumer experienced during the claim process
Our records indicate that the consumer submitted three documents (receipts), for a reimbursement on his claimHowever, neither of the documents show that the consumer has paid for "repairs"
We've
requested that the consumer provide the receipts that confirms the $*** payment made for the repairs, and we would gladly reimburse for the repairsSince the documents have not been produced, the consumer has not received the reimbursement
Complaint: ***I am rejecting this response because: Squaretrade said they could not find a replacement TV. I found one the next day after I got their crappy refund. They lied again. Like I said, I have a full warranty.Sincerely,*** ***
We are sorry for the issues the consumer has had during the claim process. We have been able to reach the consumer and get a rework claim filed on their device Also, the specialists have been coached to insure these issues do not persist in the future
Complaint: ***I am rejecting this response because:
Not only was this warranty advertised as a five year warranty for the entire time I had the warranty, you yourselves listed it as ending 3/3/in my squaretrade account! You only changed it retroactively AFTER I filed a claim. Sincerely,*** ***
We are sorry for any issues the consumer had with their device. After reviewing the account the network connectivity issue would fall into our retry policy Since the consumer has yet to receive the shipping label an expedited request has been submitted to complete a repair
Initial Business Response /* (1000, 5, 2015/08/17) */
We are sorry the consumer had delays in the processing of his payment
We had a problem with our accounting system and many payouts did not get processed in an appropriate amount of timeWe have addressed the issue and this consumer was
emailed a reimbursement on August
Initial Consumer Rebuttal /* (2000, 7, 2015/08/19) */
The claim was paid on 8/14/I received a phone call from SquareTrade to follow up on the complaintThough no additional compensation was provided for the onerous process, I appreciated the personal touch
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI believe that your company has lousy service and I hope the public will take note of this. 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 me
As promised by Square Deal, I received my e-gift card to *** in the amount of $***.Sincerely, *** ***
We apologize for any inconvenience that the consumer might have experienced during this process
We have reached out to the consumer today and have agreed to her terms disclosed in this complaint
The consumer was very happy that we had reached out to her and done what is correct!
From:*** *** Sent: Tuesday, August 09, *** 9:AM To: info Subject: Re: You have a New Message from Revdex.com Serving San Francisco Bay Area and Northern Coastal California, Complaint #*** Still waiting for the checkSent from my iPhone
We are sorry for any issue the consumer experienced with their device
As it turns out, the reason for the denial was due to the handle of the device physically breaking off and the description of the issue provided by the consumer, "Picking up the Roomba the carry handle broke."As the
consumer detailed in our service contract, "WHAT ISN'T COVERED: There are notable exclusions to your coverage(Refer to the Protection Plan for a full list.) Accidental Damage: Unless you purchase ADH coverage, we don't cover items that are damaged accidentallyThis includes water immersion, drops, and spills."What this states is that any item that has been damaged due to handling that does not have "ADH coverage", is not coveredWe do apologize if different information was relayed but we would be unable to provide service on the deviceMoving forward, the plan has been canceled and the full purchase price of the warranty refunded as of ***
Complaint: ***I am disappointed while I do desire a full refund of the purchase price which should also include sales tax why should I not also be reimbursed for the warranty which we purchased it is of no value to usWe honestly do not have money to throw awayI can sure we won"t experience this problem again as I won't patronize their business or services again.Sincerely,*** ***
Initial Business Response /* (1000, 5, 2015/12/02) */
We apologize the consumer had issues with their deviceWe are unable to find an account associated with the consumer's informationThe consumer has been contacted but we have yet to receive a response
Initial Consumer Rebuttal /* (3000, 7,
2015/12/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
*** called at 4;45pm while I was at work..so Could not answer my phone..called back left message, called today left a message Gave me direct extension but it goes straight voice mailEverytime I have ever called Squaretrade I give them my number and email and they pull up my file just fine..I have over products on their program, maybe more because I've been using them for many years & this is the first time I've ever had to deal with this..My email and phone number are associated with my orders, The number she gave me to call is a saved number in my phone so I know its the same place, IF I have to I will send all my detailed files to show that my files are associated with my phone number and email I provided...the same number they are callingI'm actually scared to send my camera in because of whats going on..I've spent alot of money with this company thru the years if *** is having trouble finding it..maybe she might want to get someone else to lookPlease I can email you guys with all my papers with them and I can send you emails from them and I can send you receiptThey are still playing cat and mouse with my phone..now saying they can't find my Account with my info..pLease can I get a email to send in my emails from them and copys, its now almost about to hit months since I filled my claim and they lost my phone, and since I first called them to ask about itThere is many notes on my file about this because when I call the operators always start reading them after I ask them toMy phone had plenty of memories and plenty of my info in it and now who knows where it isI've spoke to resolutions specialist there twice ( at least I was told thats who it was) they always say they will call back and never do, say they will email and never do, said it had been to long and they was just going to cash out..here I am weeks later not cash out..no phoneno nothing...just info, lies, and I have so much products with insurance with them but now i'm scared to send..I payed for this program and they are failing me
Final Business Response /* (4000, 21, 2015/12/24) */
There was miscommunication and a prolonged delay with the consumer to receive their deviceWe truly apologize about the consumer's experienceTo resolve the claim, the consumer will be paid out based on the retail price of the deviceWe have also compensated the consumer for the warranty price
Final Consumer Response /* (4200, 23, 2016/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have not sent check at all..I just called right now at 9:50pmI actually have a email of when this whole conversation took place and was told on phone as soon as I sent phone that was unable to get activated, for me to use it back they would release checkCalled today to check status was told that they did receive phone,but after that there was no active activity on the account and they needed to call deput so that someone can look into it because there was no kind of activity after they go phone back.Gentle man stated he was so sorry & unfortunatly reading the notes on the case it is very unfortunate and he is sorry that this has happen againthere was no way of expediting, I gave them a benefit of doubt I actually waited for the check before I could report to Revdex.com that I accepted because for some strange reason I knew they would do what they have been doing the whole time if I had just accepted itWhich I would have just complained a new complaint if this expiredBecause Like I said they are just telling me and Revdex.com stuff so that I stop bothering them, and this is not rightI still am without phone using a phone that is not very functional that I had in a drawerAsk if he could payPal since this all happen again and he said no..so bascially no check still waiting since 10/til now and stil no resolving of thisNO PHONE
According to our records, our representative attempted to update the consumer's information but the refund of a warranty is always processed on the card used for the purchaseIn cases where the payment method has expired or no longer active, reimbursement is sent via a checkWe do apologize for
any miscommunication regarding the processWe have checked in on the security of the consumer's information and found everything was handled appropriatelyMoving forward, we have processed the reimbursement check on *** and is en route to the consumer
We apologize for any delays regarding this claim.Since this was brought to our attention we have approved the consumer's claim and emailed her detailing the resultsSquaretrade appreciates the consumer's patience while this was investigated
As it is stated here the Square trade company has promised me $***I only got the price of $*** and some change that's a big difference
plus there's a matter of you canceling my check and making me believe that you guys were sending me the rest of the moneyAfterwords left me financially broke.
Now, if you give me the rest of the difference plus the over draft fees that my bank has charged me because you deceived me, or this will continue
Complaint: ***I am rejecting this response because: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 meHOWEVER, this has been their promise for close to a month and this still has not happenedWhen do they think this will be resolved?
Sincerely, *** ***
We are sorry for any issue the consumer experienced with their device
According to our records, the consumer contacted Squaretrade due to lines appearing on the screen of the TV setSquaretrade requested pictures of the issue and upon receipt, it was determined that accidental damage was the
causeDue to the formation and display manner of the lines, it is evident that the panel of the TV has been crackedAs none of Squaretrade's TV warranties provide accidental damage coverage, we would be unable to provide assistance to the consumer
Initial Business Response /* (1000, 5, 2016/01/27) */
We apologize for the issue the consumer experienced with their deviceDue to the inconvenience the consumer experienced we have refunded the warranty for the full amountThe consumer can expect to receive the warranty refund within 7-
business days back to the original payment methodThe consumer has been contacted by email and phone to resolve their complaintAt this time we are awaiting a response to move forward
Initial Consumer Rebuttal /* (3000, 7, 2016/01/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for the refund of the purchase price of the planIt is true that Squaretrade contacted me back about my complaint, however I missed the callI left a voicemail and replied to the email and I am waiting to here back again to help resolve my problem
Thank you,
*** ***
Final Business Response /* (4000, 9, 2016/02/11) */
The consumer's complaint has been resolved we are moving forward with payout for the deviceThe consumer agreed to this resolution
Final Consumer Response /* (2000, 11, 2016/02/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have received a check for the price I paid for the computerThank you Square Trade for helping me solve this problem
Complaint: ***I am rejecting this response because: If you enter into a contract you should stand behind it! And you accepted this contract
They didn't specify the purchase needed to be at *** when I purchased the warrantyIf they rejected the warranty they should have done it at the time of purchase and refunded the purchase, with an explanation as to why they rejected the contractThey accepted the contract and need to stand behind itThey accepted the claim and tried to replace the product prior to deciding to reject the claimI work for a major insurance company and if we write a policy and then determine we will not accept the policy in underwriting we refund all that was paid and cover the customer from the write date to the decline date and if there is a claim in that time frame, we pay it! But we are regulated by the insurance commission unlike these extended warranty companies (who should be)This company keeps repeating the same reply and I believe hasn't even escalated it to management for review and reconsideration. Sincerely,*** ***
We are sorry for any confusion the consumer experienced during the claim process
Our records indicate that the consumer submitted three documents (receipts), for a reimbursement on his claimHowever, neither of the documents show that the consumer has paid for "repairs"
We've
requested that the consumer provide the receipts that confirms the $*** payment made for the repairs, and we would gladly reimburse for the repairsSince the documents have not been produced, the consumer has not received the reimbursement
Complaint: ***I am rejecting this response because: Squaretrade said they could not find a replacement TV. I found one the next day after I got their crappy refund. They lied again. Like I said, I have a full warranty.Sincerely,*** ***
We are sorry for the issues the consumer has had during the claim process. We have been able to reach the consumer and get a rework claim filed on their device Also, the specialists have been coached to insure these issues do not persist in the future