Initial Business Response /* (1000, 5, 2015/07/14) */
We are sorry the consumer had delays in the refund of their warranty
We do not know why there was a delay in the processing of the refund for the consumerWe have since refunded the consumer via Paypal and the payment was completed on July
Initial Consumer Rebuttal /* (2000, 7, 2015/07/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: ***I am rejecting this response because: I bought a full warranty from Squaretrade, They also said they would replace the TV, if something went wrongIt's not my problem if they can't find one to replace my TV. My roommate and I are both on disability, and it is hard for his to replace things like this. I think Sqaretrade is a complete rip off, and I urge others not to do business with them.Sincerely,*** ***
We are sorry for any issue the consumer experienced with their device.According to our records, our repair depot received a different phone than noted on the warrantyUnfortunately, we were unable to continue repairs until the S/N and proof of purchase for the device was providedThe consumer did
send in the necessary documentation and the repairs were continuedWe show that the device has arrived at the consumer's location, repaired, as of ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***,
and find that this resolution is satisfactory to meIt is unfortunate that it took numerous phone calls and a complaint with the Revdex.com for Square Trade to resolve this issueTheir customer service and follow thru is terribleI would reconsider the rating Revdex.com gives this company.
Sincerely, *** ***
We are sorry for any issues the consumer has experienced with their device.Looking into the customer's account, the claim claim was approved for the wrong amount due to not having item purchase receipt on file We have reached out to the customer for a copy of the item and warranty purchase
invoice so a full reimbursement can be provided
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
We apologize if the consumer has not received their warranty refund yetWe will be making sure, since the check has not arrived yet, to reprocess the check for the consumerWe appreciate their patience as we resolve this matter
Complaint: ***I am rejecting this response because: Please stop charging me for a policy you cannot locateI do not have the information you are requesting, and what have provided you will not accept I do not understand how you are charging me for something you can't find. Sincerely,*** ***
We are sorry for any issue the consumer experienced with their device
There seems to be a misunderstanding as to what the resolution and requirements set around the consumers claimAccording to our records, the consumer took their device to a local repair shop and it was diagnosed to need
repairs that would cost more than the laptop's purchase priceWhen we contacted the repair shop the representative could not verify the make or model of the unit servicedMoreover, it was also stated that the unit "may or may not" be too costly to repairSquaretrade has approved the reimbursement of the diagnostic fee but would be unable to provide a device reimbursementUnfortunately, the diagnostic reimbursement was delayed while our team confirmed the work performedThe check will be processed today and mailed tomorrow, the estimated arrival time is 7-days As it turns out, we have requested the consumer send their device in since we have established a repair would be possible
We are sorry for any issue the consumer experienced with their device. We contacted the consumer and he advised he had returned the warranty and his issue was resolvedWe apologize that the consumer was having issues attempting to contact usWe have deemed this complaint as resolved as well
Complaint: ***I am rejecting this response because: No new information was provided in the past statementI still have not received a reimbursement check for my out of pocket expensesYou said you would refund the warranty but made no claim as to whenI have been waiting over a month alreadyWhen weill you actually follow through on your claims?Sincerely,*** ***
Complaint: ***I am rejecting this response because:
1) I want to know why SquareTrade repair staff decided to deliberately damage my laptop in this wayPicture attachedIs this practice when repairing a laptop?
2) I want the bottom pan replaced such that the serial number isn't scratched off.Sincerely,Nick ***
As previously stated, our Terms & Conditions clearly state, "YOUR RESPONSIBILITIES: AProvide Us with a complete copy of proof of purchaseYou can send Us a digital copy through www.squaretrade.com and We can store it for You, or You can provide such proof of purchase at the time you make a claim. BPurchase the correct SquareTrade Protection Plan for Your Product based on condition, price or purchase location. CProperly maintain, store and use Your Product according to the manufacturer instructions.". Since Squaretrade does not require the proof of purchase until a claim is initiated, we require the consumer be responsible for accurately purchasing the warranty and providing an appropriate proof of purchaseMoreover, any time we cancel a warranty we provide a refund of the warranty cost, full or prorated depending on the scenarioWe have provided a full reimbursement of the warranty in this case and we apologize for any inconvenience experienced by the consumer but we will be unable to provide assistance
Initial Business Response /* (1000, 5, 2016/01/25) */
We apologize for the issue the consumer experienced with their deviceThe specialist handling the consumer's case unfortunately did not properly process the claim
The issue has been rectified and the consumer's check was processed 1/22/
The consumer has been contacted and is aware of the resolution
Initial Consumer Rebuttal /* (3000, 7, 2016/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
seeing is believing...squaretrade has assured us that"the check is in the mail" after we have called the company on FOUR separate occasions! we think that most people "give up" due to the hassle and stress of dealing with squaretradeafter reading about more than other people's similar complaints, it appears to be a strategy that squaretrade routinely usesONLY AFTER we lodged our complaint with the Revdex.com did we hear back from squaretrade (see above)due to the previously stated history, we do not trust this company's "words"when and IF we receive a check, we will recontact the Revdex.com in order to update our complaint as resolvedthank you kindly
Final Business Response /* (4000, 9, 2016/02/10) */
We contacted the consumer & confirmed the check has been receivedThis complaint has been resolved
Initial Business Response /* (1000, 6, 2016/03/10) */
We apologize for the issue the consumer experienced with their deviceThe consumer's device has been sent to the repair center and for the inconvenience they experienced we have issued a refund of the warranty
Initial Consumer Rebuttal /*
(3000, 8, 2016/03/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are refunding me the warranty cost
I received my laptop back days after I filed my claimHowever, my laptop no longer charged and had to be sent back to the repair centerThey are attempting to repair it again
Today is days since I filed my claimIt's ridiculous that it takes this long for something to be repaired correctlyI don't understand how it was not discovered that the laptop does not charge when it was sent back to me
Also note, I am an online student in college and have had to go to the community library everyday to keep up with school while my laptop was being repairedI still just want to purchase a new laptop
Final Business Response /* (4000, 10, 2016/03/22) */
We are sorry the consumer had issues with their repaired device
The unit has been repaired and is in route to the consumerEstimated delivery date, as per tracking number is 3/
If the consumer has further issues with the device we will consider a payout
Final Consumer Response /* (4200, 12, 2016/03/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After being told my laptop needed to be returned for them to complete an audit, in which case if the issues I had were valid I would be reimbursed, they decided to fix the error insteadIt was my fault for taking anything verbally said to me to be true
It took business days for them to return the laptop after it was fixed the second time, leading the total to be days without my laptopTo my surprise, when I received my laptop back, I had the exact same issue
Per an email on 3/from *** C
"If your device is still not working then we would consider a reimbursement of the device." I do not want them to consider a reimbursement, I want them to actually issue the reimbursementI have spent far too much time waiting for the laptopAlso considering the number of hours I have had to spend waiting/speaking to/getting updates, I want my transactions with SquareTrade to be completed with a reimbursement
Complaint: ***I am rejecting this response because:Their lack of a timely response is what delayed my repairs, actually lack of repairThey did not fix my deviceBoth times I sent in my device they returned it not repairedThen it went out of warranty and now they ignore there responsibility Sincerely,*** ***
We are sorry for any confusion experienced during the claim processSquaretrade had offered the consumer the resolution of reimbursement on ***, the consumer declined in favor of a second opinion via a local repair shopThe consumer contacted Squaretrade and advised that the unit was deemed beyond repair by the shopThe reimbursement option was then re-offered but at this time the price for the upgraded replacement device had done down to $*** per their carriers websiteSquaretrade's service contract states we will "Provide a cash settlement or a Gift Card reflecting the replacement cost of a new item of equal features and functionality up to the Coverage Amount" due to this we would only be able to provide the settlement amount of the $*** already given
Initial Business Response /* (1000, 5, 2015/07/14) */
We are sorry the consumer had delays in the refund of their warranty
We do not know why there was a delay in the processing of the refund for the consumerWe have since refunded the consumer via Paypal and the payment was completed on July
Initial Consumer Rebuttal /* (2000, 7, 2015/07/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: ***I am rejecting this response because: I bought a full warranty from Squaretrade, They also said they would replace the TV, if something went wrongIt's not my problem if they can't find one to replace my TV. My roommate and I are both on disability, and it is hard for his to replace things like this. I think Sqaretrade is a complete rip off, and I urge others not to do business with them.Sincerely,*** ***
We are sorry for any issue the consumer experienced with their device.According to our records, our repair depot received a different phone than noted on the warrantyUnfortunately, we were unable to continue repairs until the S/N and proof of purchase for the device was providedThe consumer did
send in the necessary documentation and the repairs were continuedWe show that the device has arrived at the consumer's location, repaired, as of ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***,
and find that this resolution is satisfactory to meIt is unfortunate that it took numerous phone calls and a complaint with the Revdex.com for Square Trade to resolve this issueTheir customer service and follow thru is terribleI would reconsider the rating Revdex.com gives this company.
Sincerely, *** ***
We are sorry for any issues the consumer has experienced with their device.Looking into the customer's account, the claim claim was approved for the wrong amount due to not having item purchase receipt on file We have reached out to the customer for a copy of the item and warranty purchase
invoice so a full reimbursement can be provided
We are sorry for any issues the consumer has experienced. A check for reimbursement of the consumer's warranty price has been processed and mailed
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, *** ***
My complaint was settled and an agreement was reachedI never received my refund from the companyCan you tell me how to settle this? *** ***
We apologize if the consumer has not received their warranty refund yetWe will be making sure, since the check has not arrived yet, to reprocess the check for the consumerWe appreciate their patience as we resolve this matter
Complaint: ***I am rejecting this response because: Please stop charging me for a policy you cannot locateI do not have the information you are requesting, and what have provided you will not accept I do not understand how you are charging me for something you can't find. Sincerely,*** ***
We are sorry for any issue the consumer experienced with their device
There seems to be a misunderstanding as to what the resolution and requirements set around the consumers claimAccording to our records, the consumer took their device to a local repair shop and it was diagnosed to need
repairs that would cost more than the laptop's purchase priceWhen we contacted the repair shop the representative could not verify the make or model of the unit servicedMoreover, it was also stated that the unit "may or may not" be too costly to repairSquaretrade has approved the reimbursement of the diagnostic fee but would be unable to provide a device reimbursementUnfortunately, the diagnostic reimbursement was delayed while our team confirmed the work performedThe check will be processed today and mailed tomorrow, the estimated arrival time is 7-days As it turns out, we have requested the consumer send their device in since we have established a repair would be possible
We are sorry for any issue the consumer experienced with their device. We contacted the consumer and he advised he had returned the warranty and his issue was resolvedWe apologize that the consumer was having issues attempting to contact usWe have deemed this complaint as resolved as well
Complaint: ***I am rejecting this response because:
Awaiting reimbursement then will accept that the issue is settled.
Sincerely,*** ***
Complaint: ***I am rejecting this response because: No new information was provided in the past statementI still have not received a reimbursement check for my out of pocket expensesYou said you would refund the warranty but made no claim as to whenI have been waiting over a month alreadyWhen weill you actually follow through on your claims?Sincerely,*** ***
Complaint: ***I am rejecting this response because:
1) I want to know why SquareTrade repair staff decided to deliberately damage my laptop in this wayPicture attachedIs this practice when repairing a laptop?
2) I want the bottom pan replaced such that the serial number isn't scratched off.Sincerely,Nick ***
As previously stated, our Terms & Conditions clearly state, "YOUR RESPONSIBILITIES: AProvide Us with a complete copy of proof of purchaseYou can send Us a digital copy through www.squaretrade.com and We can store it for You, or You can provide such proof of purchase at the time you make a claim. BPurchase the correct SquareTrade Protection Plan for Your Product based on condition, price or purchase location. CProperly maintain, store and use Your Product according to the manufacturer instructions.". Since Squaretrade does not require the proof of purchase until a claim is initiated, we require the consumer be responsible for accurately purchasing the warranty and providing an appropriate proof of purchaseMoreover, any time we cancel a warranty we provide a refund of the warranty cost, full or prorated depending on the scenarioWe have provided a full reimbursement of the warranty in this case and we apologize for any inconvenience experienced by the consumer but we will be unable to provide assistance
Initial Business Response /* (1000, 5, 2016/01/25) */
We apologize for the issue the consumer experienced with their deviceThe specialist handling the consumer's case unfortunately did not properly process the claim
The issue has been rectified and the consumer's check was processed 1/22/
The consumer has been contacted and is aware of the resolution
Initial Consumer Rebuttal /* (3000, 7, 2016/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
seeing is believing...squaretrade has assured us that"the check is in the mail" after we have called the company on FOUR separate occasions! we think that most people "give up" due to the hassle and stress of dealing with squaretradeafter reading about more than other people's similar complaints, it appears to be a strategy that squaretrade routinely usesONLY AFTER we lodged our complaint with the Revdex.com did we hear back from squaretrade (see above)due to the previously stated history, we do not trust this company's "words"when and IF we receive a check, we will recontact the Revdex.com in order to update our complaint as resolvedthank you kindly
Final Business Response /* (4000, 9, 2016/02/10) */
We contacted the consumer & confirmed the check has been receivedThis complaint has been resolved
Initial Business Response /* (1000, 6, 2016/03/10) */
We apologize for the issue the consumer experienced with their deviceThe consumer's device has been sent to the repair center and for the inconvenience they experienced we have issued a refund of the warranty
Initial Consumer Rebuttal /*
(3000, 8, 2016/03/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are refunding me the warranty cost
I received my laptop back days after I filed my claimHowever, my laptop no longer charged and had to be sent back to the repair centerThey are attempting to repair it again
Today is days since I filed my claimIt's ridiculous that it takes this long for something to be repaired correctlyI don't understand how it was not discovered that the laptop does not charge when it was sent back to me
Also note, I am an online student in college and have had to go to the community library everyday to keep up with school while my laptop was being repairedI still just want to purchase a new laptop
Final Business Response /* (4000, 10, 2016/03/22) */
We are sorry the consumer had issues with their repaired device
The unit has been repaired and is in route to the consumerEstimated delivery date, as per tracking number is 3/
If the consumer has further issues with the device we will consider a payout
Final Consumer Response /* (4200, 12, 2016/03/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After being told my laptop needed to be returned for them to complete an audit, in which case if the issues I had were valid I would be reimbursed, they decided to fix the error insteadIt was my fault for taking anything verbally said to me to be true
It took business days for them to return the laptop after it was fixed the second time, leading the total to be days without my laptopTo my surprise, when I received my laptop back, I had the exact same issue
Per an email on 3/from *** C
"If your device is still not working then we would consider a reimbursement of the device." I do not want them to consider a reimbursement, I want them to actually issue the reimbursementI have spent far too much time waiting for the laptopAlso considering the number of hours I have had to spend waiting/speaking to/getting updates, I want my transactions with SquareTrade to be completed with a reimbursement
Complaint: ***I am rejecting this response because:Their lack of a timely response is what delayed my repairs, actually lack of repairThey did not fix my deviceBoth times I sent in my device they returned it not repairedThen it went out of warranty and now they ignore there responsibility Sincerely,*** ***
We are sorry for any confusion experienced during the claim processSquaretrade had offered the consumer the resolution of reimbursement on ***, the consumer declined in favor of a second opinion via a local repair shopThe consumer contacted Squaretrade and advised that the unit was deemed beyond repair by the shopThe reimbursement option was then re-offered but at this time the price for the upgraded replacement device had done down to $*** per their carriers websiteSquaretrade's service contract states we will "Provide a cash settlement or a Gift Card reflecting the replacement cost of a new item of equal features and functionality up to the Coverage Amount" due to this we would only be able to provide the settlement amount of the $*** already given