We have previously reached out to the consumer and provided him a resolution based on the availability of our replacements, as this stock varies over time. Though we understand the consumer was frustrated with the process, we have corrected the issue and we have met our obligations beneath this policy.
Initial Business Response /* (1000, 5, 2015/08/31) */
We are sorry the consumer had issues with their device.
The photos that were sent to us clearly show that there was damage to the screen. As per our Terms and Conditions we do not cover accidents on TVs.
The consumer does have an email from...
SquareTrade stating that we moved the claim to provide the consumer with a replacement TV. This email was sent in error. None the less the consumer does have documentation that we will provide a replacement TV.
For that reason we are proceeding with getting the consumer a replacement TV.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received a call from [redacted] with square trade about 12:30 mountain time and he stated they would be issuing me a check in the amount of $1470. He said it will take 10-14 business days to reach me. Once, I receive the check and it clears I will be satisfied and will contact the Revdex.com and let you know the issues has been resolved.
Final Business Response /* (4000, 9, 2015/09/09) */
We are sorry the consumer had issues with their TV.
We have expedited the payment and according to our shipper the check was received on September 9.
Complaint: [redacted]I am rejecting this response because: I sent a response directly to their email inquiry so no clue why they didn't get it. But I did speak with someone this morning and they gave me authorization to have the phone repaired at their expense. We'll see if I actually get reimbursed after the phone is repaired. Therefore, it's still in limbo as far as I'm concerned.Sincerely,[redacted]
From the CONSUMER:
Sent 4/4/2018 2:29:42 PM
Read by [redacted] on 4/5/2018 6:32:44 PM Complaint: [redacted]I am rejecting this response because: I literally just filed a claim on the item and the repair came back and failed. Their essentially is an open claim and they have all of the information. Yes they paid me back for the repairs, however, the item came back and failed to work.Sincerely,Jeffrey[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, I still warn and caution others to be weary of dealing with this company. Their reasoning to explain away the lack of inventory is just a ploy to cover their as. They care more for their bottom line then providing a service to the customer.Sincerely, Vihar [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
We apologize if there was any confusion regarding this consumer's recent claim.
When we filed and approved a claim for a mail in repair, this claim was for one item. The consumer sent in their product for repair and included an additional product which was not covered beneath this warranty. Our...
repair center attempted a repair but determined that the covered item was irreparable, and therefore salvaged the items. Whenever this occurs we provide the consumer a check reimbursing them for the amount paid for their item, which is this circumstance was only equivalent to the purchasing price of the consumer's warrantied item.
Unfortunately we did not receive notification that two separate items were sent in until after this reimbursement result was reached, and at that point the items had already been salvaged. Because of this Squaretrade would be unable to provide alternative resolutions, and we apologize for any misunderstanding regarding our claims process.
We're sorry that the consumer had any issues with their device.When the consumer purchased the plan online, the consumer had to select the following:
"Select Your Laptop Price Range"" Select Your Plan (2 years or 3 years)""Select Your Deductible ( $75 per claim or No deductible)" As mentioned previously, we are unable to provide assistance, unless the deductible was paid for (per the Service Agreement).
Our decision is based on our terms and conditions. By purchasing our plan the consumer agrees to our terms and conditions. Unfortunately, misrepresentation, falsifying and/or modifying information when filing claims violates SquareTrade's Terms & Conditions and gives us the right to cancel the Protection Plan.
Complaint:[redacted]I am rejecting this response because: SquareTrade failed to contact me or follow up on my issue. I called over 30x trying to get my issue resolved. The tech did not know how to fix my dryer it had nothing to do with scheduling issues. The tec came to my house 4x and was confused. Poor service and unprofessional behavior. I had to call a company myself that came out and fixed my dryer in 1 hour including going to get the art. I have 6 other warranties with SquareTrade and I want to cancel them all. Sincerely,[redacted]
No, I have an email sent out on the [redacted] informing me the check is going to be $[redacted] (I have sent an email to the Revdex.com complaint team handling this showing the proof of the email.
And its been about almost 2 months (as of the [redacted] and nothing has been completed. They keep promising me a check for the amount shown above, and saying it should be in the mailbox by now, but its not. Sincerely, [redacted]
Initial Business Response /* (1000, 5, 2015/12/14) */
We apologize for the issue the consumer experienced with his device.
The consumer has been contacted and it was confirmed that the replacement phone has been received.
Initial Consumer Rebuttal /* (2000, 12, 2016/01/04) */
Issue was...
resolved. I was told that if you have a un-locked phone, it takes 7-9 days to get a replacement phone. Un-locked phones is not normal stock. I received a new phone on day 7 after filing a claim.
Initial Business Response /* (4000, 7, 2015/11/12) */
We apologize that the consumer experienced issues with their device.
The consumer was re-issued a check after stating the first one was not received.
The initial check was voided but it appears the check was mistakenly cashed.
We have...
resolved this complaint by confirming a replacement check has been processed and as a courtesy we reimbursed the consumer for overdraft fees.
Final Consumer Response /* (3000, 5, 2015/11/04) */
A check is suppose to be on its way to me now, but the business practices are very poor. This should have not taken this long.
Complaint: [redacted]I am rejecting this response because: I should not have to buy parts to try and fix a product they are covering. If a new battery is needed for the next step squaretrade should send me a new battery and shipping packages to return the old batterySincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/08/18) */
We are sorry the consumer had issues with their device.
The system that processes replacement phones was having numerous problems which caused the initial delays. The email that was sent stating that we would not honor the claim was incorrect....
The issue was that when the item was audited at our depot there was minor damage that was not reported to us at the time of the claim. This generated the email, but we had already committed to the consumer that we would pay them.
The consumer's Paypal account was credited on 8/12.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There are many details left out of their response, mainly the fact hey could not initially honor the claim because they did not have phones available. This goes beyond system glitches and other excuses. Why offer a service that cannot be met? We were continually lied to throughout the process by multiple reps and supervisors. There were periods where we would go a week without any communication from this company about the status of our claim. I asked repeatedly for a supervisor to call and discuss my case since there was never one available when I called in, but I still have not received a call to this day. I am still waiting for photos of the "damage" that was not reported to them at the time of the claim but no one can seem to provide any evidence of the damage. Plus last I checked, this was an insurance company that covered damage to cell phones correct? Why would that affect me getting my replacement phone? I took pictures of the phone before I sent it back to them for this very reason. Square Trade is an extremely shady company and I do not trust them anymore. They send multiple emails that do not have updates, contact numbers, or next steps to be taken. I do not accept the response because I have multiple warranties with them and am still waiting to have them reimbursed as they said they would.
Final Business Response /* (4000, 9, 2015/08/31) */
We are sorry the consumer had issues with their claim.
We do offer overnight replacement phones but there are times when we cannot offer these phones due to our inventory.
The damage claim, as was mentioned before, did not affect the claim as the warranty covers damage anyway.
We are waiting for the consumer to replay to our phone messages and email so that we can process the refunds they want.
Initial Business Response /* (1000, 5, 2015/08/26) */
We are sorry the consumer has an issue with their device.
SquareTrade TV warranties do not offer coverage for any damage.
The warranty was never cancelled and is still active. What was denied was the claim that was placed for the damage. As...
the consumer agreed with a manager that they will send a photo of the damage and we will evaluate it to see if we can still keep the warranty in place.
Complaint: [redacted]I am rejecting this response because: It is a fact that I have submitted a claim, as I have submitted others towards this same TV thru Square Trade. It has been an ongoing issue. I am highly dissatisfied with this many claims being issued for my TV. So, that my last claim was worked today. But I have lost confidence in that this has corrected the issue as stated. I feel that as if bandages have been placed to fix my TV, rather than honoring the replacement of my faulty product. As I had copied and pasted in my complaint. I feel that they are needling down my value of my warranty so that I have no further options to explore in the future, if this problem arises again, as stated in the contract. So in closing...no promises have been made to take care of this issue, if it is to arise again. (Facts...the previous claims that have been submitted as my evidence.)Sincerely,[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and if true find that this resolution is satisfactory to me. Sincerely, [redacted]
Initial Business Response /* (1000, 5, 2015/12/02) */
We apologize for the issue the consumer experienced. As stated in the Terms & Conditions, the protection plan is inclusive of any manufacturer's warranty that may exist during the Coverage Term. It does not replace the manufacturer's warranty,...
but provides certain additional benefits during the term of the manufacturer's warranty.
The SquareTrade protection plan also covers wear & tear on the device, blockages and coverage of your device world-wide. These benefits are not apart of the manufacturer warranty however if the consumer does not find the SquareTrade warranty beneficial he is able to cancel and receive a full refund. The consumer has been sent a copy of the Terms & Conditions to ensure he has a clear understanding of his purchase.
We have previously reached out to the consumer and provided him a resolution based on the availability of our replacements, as this stock varies over time. Though we understand the consumer was frustrated with the process, we have corrected the issue and we have met our obligations beneath this policy.
Initial Business Response /* (1000, 5, 2015/08/31) */
We are sorry the consumer had issues with their device.
The photos that were sent to us clearly show that there was damage to the screen. As per our Terms and Conditions we do not cover accidents on TVs.
The consumer does have an email from...
SquareTrade stating that we moved the claim to provide the consumer with a replacement TV. This email was sent in error. None the less the consumer does have documentation that we will provide a replacement TV.
For that reason we are proceeding with getting the consumer a replacement TV.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received a call from [redacted] with square trade about 12:30 mountain time and he stated they would be issuing me a check in the amount of $1470. He said it will take 10-14 business days to reach me. Once, I receive the check and it clears I will be satisfied and will contact the Revdex.com and let you know the issues has been resolved.
Final Business Response /* (4000, 9, 2015/09/09) */
We are sorry the consumer had issues with their TV.
We have expedited the payment and according to our shipper the check was received on September 9.
Complaint: [redacted]I am rejecting this response because: I sent a response directly to their email inquiry so no clue why they didn't get it. But I did speak with someone this morning and they gave me authorization to have the phone repaired at their expense. We'll see if I actually get reimbursed after the phone is repaired. Therefore, it's still in limbo as far as I'm concerned.Sincerely,[redacted]
From the CONSUMER:
Sent 4/4/2018 2:29:42 PM
Read by [redacted] on 4/5/2018 6:32:44 PM Complaint: [redacted]I am rejecting this response because: I literally just filed a claim on the item and the repair came back and failed. Their essentially is an open claim and they have all of the information. Yes they paid me back for the repairs, however, the item came back and failed to work.Sincerely,Jeffrey[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, I still warn and caution others to be weary of dealing with this company. Their reasoning to explain away the lack of inventory is just a ploy to cover their a
s. They care more for their bottom line then providing a service to the customer.Sincerely, Vihar [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
We apologize if there was any confusion regarding this consumer's recent claim.
When we filed and approved a claim for a mail in repair, this claim was for one item. The consumer sent in their product for repair and included an additional product which was not covered beneath this warranty. Our...
repair center attempted a repair but determined that the covered item was irreparable, and therefore salvaged the items. Whenever this occurs we provide the consumer a check reimbursing them for the amount paid for their item, which is this circumstance was only equivalent to the purchasing price of the consumer's warrantied item.
Unfortunately we did not receive notification that two separate items were sent in until after this reimbursement result was reached, and at that point the items had already been salvaged. Because of this Squaretrade would be unable to provide alternative resolutions, and we apologize for any misunderstanding regarding our claims process.
Complaint:[redacted]I am rejecting this response because I want a full refund .Is that what they are offering $[redacted]Sincerely,[redacted]
We're sorry that the consumer had any issues with their device.When the consumer purchased the plan online, the consumer had to select the following:
"Select Your Laptop Price Range"" Select Your Plan (2 years or 3 years)""Select Your Deductible ( $75 per claim or No deductible)" As mentioned previously, we are unable to provide assistance, unless the deductible was paid for (per the Service Agreement).
Our decision is based on our terms and conditions. By purchasing our plan the consumer agrees to our terms and conditions. Unfortunately, misrepresentation, falsifying and/or modifying information when filing claims violates SquareTrade's Terms & Conditions and gives us the right to cancel the Protection Plan.
Complaint:[redacted]I am rejecting this response because: SquareTrade failed to contact me or follow up on my issue. I called over 30x trying to get my issue resolved. The tech did not know how to fix my dryer it had nothing to do with scheduling issues. The tec came to my house 4x and was confused. Poor service and unprofessional behavior. I had to call a company myself that came out and fixed my dryer in 1 hour including going to get the art. I have 6 other warranties with SquareTrade and I want to cancel them all. Sincerely,[redacted]
No, I have an email sent out on the [redacted] informing me the check is going to be $[redacted] (I have sent an email to the Revdex.com complaint team handling this showing the proof of the email.
And its been about almost 2 months (as of the [redacted] and nothing has been completed. They keep promising me a check for the amount shown above, and saying it should be in the mailbox by now, but its not. Sincerely, [redacted]
Initial Business Response /* (1000, 5, 2015/12/14) */
We apologize for the issue the consumer experienced with his device.
The consumer has been contacted and it was confirmed that the replacement phone has been received.
Initial Consumer Rebuttal /* (2000, 12, 2016/01/04) */
Issue was...
resolved. I was told that if you have a un-locked phone, it takes 7-9 days to get a replacement phone. Un-locked phones is not normal stock. I received a new phone on day 7 after filing a claim.
Initial Business Response /* (4000, 7, 2015/11/12) */
We apologize that the consumer experienced issues with their device.
The consumer was re-issued a check after stating the first one was not received.
The initial check was voided but it appears the check was mistakenly cashed.
We have...
resolved this complaint by confirming a replacement check has been processed and as a courtesy we reimbursed the consumer for overdraft fees.
Final Consumer Response /* (3000, 5, 2015/11/04) */
A check is suppose to be on its way to me now, but the business practices are very poor. This should have not taken this long.
Complaint: [redacted]I am rejecting this response because: I should not have to buy parts to try and fix a product they are covering. If a new battery is needed for the next step squaretrade should send me a new battery and shipping packages to return the old batterySincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/08/18) */
We are sorry the consumer had issues with their device.
The system that processes replacement phones was having numerous problems which caused the initial delays. The email that was sent stating that we would not honor the claim was incorrect....
The issue was that when the item was audited at our depot there was minor damage that was not reported to us at the time of the claim. This generated the email, but we had already committed to the consumer that we would pay them.
The consumer's Paypal account was credited on 8/12.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There are many details left out of their response, mainly the fact hey could not initially honor the claim because they did not have phones available. This goes beyond system glitches and other excuses. Why offer a service that cannot be met? We were continually lied to throughout the process by multiple reps and supervisors. There were periods where we would go a week without any communication from this company about the status of our claim. I asked repeatedly for a supervisor to call and discuss my case since there was never one available when I called in, but I still have not received a call to this day. I am still waiting for photos of the "damage" that was not reported to them at the time of the claim but no one can seem to provide any evidence of the damage. Plus last I checked, this was an insurance company that covered damage to cell phones correct? Why would that affect me getting my replacement phone? I took pictures of the phone before I sent it back to them for this very reason. Square Trade is an extremely shady company and I do not trust them anymore. They send multiple emails that do not have updates, contact numbers, or next steps to be taken. I do not accept the response because I have multiple warranties with them and am still waiting to have them reimbursed as they said they would.
Final Business Response /* (4000, 9, 2015/08/31) */
We are sorry the consumer had issues with their claim.
We do offer overnight replacement phones but there are times when we cannot offer these phones due to our inventory.
The damage claim, as was mentioned before, did not affect the claim as the warranty covers damage anyway.
We are waiting for the consumer to replay to our phone messages and email so that we can process the refunds they want.
Initial Business Response /* (1000, 5, 2015/08/26) */
We are sorry the consumer has an issue with their device.
SquareTrade TV warranties do not offer coverage for any damage.
The warranty was never cancelled and is still active. What was denied was the claim that was placed for the damage. As...
the consumer agreed with a manager that they will send a photo of the damage and we will evaluate it to see if we can still keep the warranty in place.
Complaint: [redacted]I am rejecting this response because: It is a fact that I have submitted a claim, as I have submitted others towards this same TV thru Square Trade. It has been an ongoing issue. I am highly dissatisfied with this many claims being issued for my TV. So, that my last claim was worked today. But I have lost confidence in that this has corrected the issue as stated. I feel that as if bandages have been placed to fix my TV, rather than honoring the replacement of my faulty product. As I had copied and pasted in my complaint. I feel that they are needling down my value of my warranty so that I have no further options to explore in the future, if this problem arises again, as stated in the contract. So in closing...no promises have been made to take care of this issue, if it is to arise again. (Facts...the previous claims that have been submitted as my evidence.)Sincerely,[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and if true find that this resolution is satisfactory to me. Sincerely, [redacted]
Initial Business Response /* (1000, 5, 2015/12/02) */
We apologize for the issue the consumer experienced. As stated in the Terms & Conditions, the protection plan is inclusive of any manufacturer's warranty that may exist during the Coverage Term. It does not replace the manufacturer's warranty,...
but provides certain additional benefits during the term of the manufacturer's warranty.
The SquareTrade protection plan also covers wear & tear on the device, blockages and coverage of your device world-wide. These benefits are not apart of the manufacturer warranty however if the consumer does not find the SquareTrade warranty beneficial he is able to cancel and receive a full refund. The consumer has been sent a copy of the Terms & Conditions to ensure he has a clear understanding of his purchase.