Initial Business Response /* (1000, 5, 2016/01/28) */
We apologize for the issue the consumer experienced. Our records indicate the plan was purchased on 12/10/15 and the consumer's device was damaged on 12/11/15. Per the warranty contract there is a one day waiting period between the Protection...
Plan purchase date and the Coverage Start Date, during which if any issues occur,they are considered pre-existing
conditions and render the item ineligible for coverage under this Protection Plan. If during the Waiting Period a pre-existing condition renders the item ineligible for coverage We will
cancel the Protection Plan and provide a refund. The consumer's warranty has been cancelled and a full refund has been processed.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The contract was purchased at 9am on 12/10/15. The incident took place after 10am and the claim was placed after 10am on 12/11/15. This is more than 24 hours (1 day) period of time and therefore, the phone should be covered. Furthermore, the contract that was emailed to me (which I'd be more than [redacted] to supply) stated that coverage began on 12/11/15, which would mean at 12am on 12/11/15, coverage for my device would begin and therefore, the claim should be honored.
Final Consumer Response /* (3000, 13, 2016/02/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again, as I have stated, the contract stated a 1 day waiting period. One day being 24hrs, was satisfied in this situation. Additionally, the emailed contract states that the coverage of the device starts ON 12/11/15. There is no other way to twist this. Either way you see this Squaretrade did not want to pay for the coverage of this device and cancelled a covered item, even after the claim was approved and was in the process of being fulfilled. This is a horrible and disgraceful business practice. After the cost of the service plan ($69) and the cost of the deductible ($75), the difference that Squaretrade would have covered is approximately $75.00. The cost to fix the device was $225. It's very sad to see that a company like Squaretrade is 1) willing to lose a customer for that amount, 2) willing to break their contact, and lastly, 3) able to get away with doing this to their customers.
Within the last 3 months, in addition to fixing my phone (the device that was covered under the Squaretrade contract), I have bought my wife a new phone and my brother in law, sister in law and my brother in law's girlfriend have purchased new phones. Each of them asked me about getting insurance for their phones and I was forced to tell them about the horrible experience I had with Squaretrade. I directed them to purchase a plan with their carrier as have I have already done.
Final Business Response /* (4000, 15, 2016/03/02) */
The consumer has been contacted by a Resolution Specialist. Though the claim was denied due it being filed within the exclusionary period we are going to make an exception to reimburse the consumer for the repairs. At this point we are awaiting proof of insurance at the time of warranty purchase and repair invoice from the consumer.
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]
response because:I had to call [redacted] and threaten to take them to court with Square trade if something was not done. [redacted] got on the phone with them to try to resolve the problem. The copies I sent on the [redacted] of [redacted] were delivered to their desk on the [redacted] at 2:03 according to tracking. I contacted them again the following [redacted] at about * p.m. and was told that they had received nothing. After [redacted] got involved they suddenly found the copies. I was contacted later that afternoon by S.T. rep to tell me that they had been in contact with their tech rep. and this was an easy fix for a common problem and they were going to reboot my computer for me. The rep left the line again and when he returned he said they would be sending me a box to put the computer in. I said I thought you were going to reboot it from there. Oh, no, he said it can't be fixed like that it had to come in for repairs. The box arrived but when my husband and I tried to pack the computer in the box it was two inches too short. I got on the chat line and asked what to do and Sam said put it in another box. I don't have another box and I don't want to be responsible if the box I chose caused damage to the computer. I decided to call [redacted] back, she contacted them and told me to use that box. So I have removed all of the foam needed to fit it in the box although I don't think that is the way it is supposed to be done. Also, I was to receive a form to complete with case number and other information and that was not in the box. I got on the chat space and spoke with [redacted] who said I would receive the form within the next 2*-*8 hours. Still sitting with broken computer. Sincerely,June Moore
We apologize for any miscommunication, we have sent a check as the consumer does not have access to the original credit card that the payment was issued to. We have issued a check for the refund of the warranty value. Since this situation has not been resolved as of yet, we will be in communication with the consumer to ensure this matter is taken care of.
We are sorry for any issues the consumer had with their device. When purchasing a warranty from SquareTrade direct or through a resell partner the item condition stated on the warranty must match the actual condition of the item. The consumer purchased a refurbished...
product with a new item warranty. The correct warranty for the item would have been available for the consumer to purchase at the time of checkout, or free standing and labeled as refurbished.
Complaint: [redacted]I am rejecting this response because: Square trade was dishonest, and the contract was breach. On the service agreement its states, IF THE ITEM CAN'T BE REPAIRED, THE FULL ITEM PRICE WILL BE PAID OUT TO YOU. "NO LIKE MODEL" REPLACEMENT. SQUARETRADE, replace my LG TV with a lower value, and lesser quality. I paid [redacted] for my LG TV, and they replaced it with a LG TV that cost $[redacted], with no quality. Once again, SQUARETRADE warranty stated, The value of the TV and quality of the TV has to be the same QUALITY. The LG TV I purchased was high quality. I would never agree to replace a TV that was not high quality as the one I purchased. ITS NOT FAIR, THAT THIS COMPANY HAS RIPPED OFF ME AND SO MANY OTHERS CONSUMERS. I will send the full detail of specification of the LG that I purchased, and also the lesser quality that SQUARETRADE replace. Sincerely,[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 to the consumer on the confusion of the warranty. Warranties purchased on SquareTrade.com are only eligible for new products as stated on our website. Also per our Terms and Conditions, the consumer is responsible for purchasing the correct SquareTrade Protection Plan for the Product...
based on condition, price or purchase location. The consumer has been notified and had cancel the warranty.
Complaint: [redacted]I am rejecting this response because:
The contrast of this TV is not at the level that my Panasonic is.
The overall thickness is larger than my Panasonic.
The Sony suffers from "image retention" or "burn in".
Black levels aren't very deep.
TV doesn't get very bright.
Thanks.
Unfortunately the low contrast ratio results in a less defined image in a dark room.
Sincerely,Daniel [redacted]
We are sorry for any issues the consumer had with their device. After the consumers second claim on their device was completed their warranty should have been canceled by their carrier. The consumers warranty contract only allows for two claims to be filed before being...
completed. Currently, the consumer needs to reach out to their carrier to get their reimbursement of the remaining warranty cost.
We apologize for any inconvenience that the consumer might have experienced during this process.
We reached out to the consumer on 5/16/2018 and addressed all of his concerns and proceeded to file a claim for the consumer's laptop.
The consumer was approved for a repair and this was...
We are sorry the consumer had issues with their device. SquareTrade always tries to repair a a device before moving to an alternate resolution. The consumer has been reimbursed for their item price.
We apologize for the confusion and inconveniences the consumer experienced.Per our Terms and Conditions:Coverage Amount: Up to the maximum coverage price of this Protection Plan, or the purchase price of your item, whichever is lower.Reviewing our records we show payment was correctly processed for...
the amount reflected on the purchase receipt / invoice sent by the consumer.
Initial Business Response /* (1000, 5, 2015/12/28) */
We apologize for the issue the consumer experienced with their device. We have reached out to the consumer and confirmed the reimbursement check was received on 12/28/2015.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/11) */
(The consumer...
indicated he/she ACCEPTED the response from the business.)
3 hours after Revdex.com said they would look into this the company sent me an email and made good. thank you.
We are sorry the consumer had concerns with our response.
As stated in out Terms and Conditions, “at Our discretion We will either:
A. Repair Your Product, or:
B. Provide a new or refurbished product of equal features and functionality., or;
C. 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.
Since the consumer filed a claim, thereby accepting the Terms and Conditions, and Squaretrade upholding our commitment by sending a refurbished replacement, there is nothing further we can do concerning this issue.
Complaint: [redacted]I am rejecting this response because:
You need to change this policy at once. Nowhere does it say checks can't be cashed out! You embarrassed me and my family and if I ever buy another product with Square Trade warranty then I will not purchase that item at all! I will continue to spread the word about your practice with issuing checks out to customers which is wrong on other sites as well. I will only close this complaint and others once your policy is changed or updated with other options like a credit card to be used as a refund so the customer can use at their will. Checks should not ever be issued only to be deposited in ones acvount because the customer should be able to choose how they want to do with it including cashing it at your [redacted]! Your policy is ridiculous.Sincerely,[redacted]
We are sorry the consumer had issues with their device.
We have received the proper document and have processed a payout. An email was sent to the consumer on 4/28 explaining that they were receiving the payment.
We at Squaretrade apologize if there was any confusion regarding the selection of our replacement televisions. Whenever Squaretrade is vetting a comparable replacement television we have to base our qualifications on the item's technical specifications. Television prices and item reviews are...
not a part of this process as these are variable factors that can change overtime, whereas technical specifications are concrete and do not change. As of now this consumer has been offered two replacements which have been selected based on their technical specifications, and both units offer a higher resolution standard. One of Squaretrade's agents has reached out to the consumer in order to further discuss the situation as we understand the consumer is concerned with specific technical specifications such as the item refresh rate, viewing angle, etc. At this time we are awaiting the consumer's response.
Initial Business Response /* (1000, 5, 2015/07/22) */
We are sorry the consumer had the issues they had with this claim.
We did not confirm the proper address to have the phone that was shipped. This caused a delay in having the phone delivered. The consumer was able to speak to a manager and...
have the phone repaired.
We have refunded the consumer the deductible they paid for this claim due to the delay.
Initial Business Response /* (1000, 5, 2015/08/11) */
Our Assurance Team has emailed the customer regarding this issue. That department can assist with any concerns if the customer replies back to that email. The team will reply within 24 to 48 business hours
Initial Consumer Rebuttal /* (3000,...
7, 2015/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Squaretrade has been contacted several times for them to honor the accidental damage that was caused to the iPad. This included the request in writing to them. Their website states that they will repair or replace the item that is covered by the insurance. Square trade opted to not repair or replace the item and have kept my property.
The request stands for them to honor the warranty that I paid for in full. Square trade canceled my insurance and issued a partial refund of the warranty. The best comparison I have for this is if you had a car accident the insurance company would deny the claim and issue a cancellation for the policy.
This business is not ethical in their dealings with you and I will be taking them to court if they do not honor the warranty as it was an agreement when they took the money to cover the product.
Please help me as they should provide you with the information not have them send you to a website with no answer.
Final Business Response /* (4000, 9, 2015/08/18) */
Our Assurance Team has emailed the customer regarding this issue. That department can assist with any concerns if the customer replies back to that email. The team will reply within 24 to 48 business hours
Final Consumer Response /* (4200, 11, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Square trade didn't respond to me via email for resolution. They are not responding to me or to the Revdex.com to resolve. Can you please step in and let them know that the only resolution that is acceptable is to repair, replace or reimburse for the damage.
This is the contract and at this point they are not honoring their own warranty.
Initial Business Response /* (1000, 5, 2016/01/28) */
We apologize for the issue the consumer experienced. Our records indicate the plan was purchased on 12/10/15 and the consumer's device was damaged on 12/11/15. Per the warranty contract there is a one day waiting period between the Protection...
Plan purchase date and the Coverage Start Date, during which if any issues occur,they are considered pre-existing
conditions and render the item ineligible for coverage under this Protection Plan. If during the Waiting Period a pre-existing condition renders the item ineligible for coverage We will
cancel the Protection Plan and provide a refund. The consumer's warranty has been cancelled and a full refund has been processed.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The contract was purchased at 9am on 12/10/15. The incident took place after 10am and the claim was placed after 10am on 12/11/15. This is more than 24 hours (1 day) period of time and therefore, the phone should be covered. Furthermore, the contract that was emailed to me (which I'd be more than [redacted] to supply) stated that coverage began on 12/11/15, which would mean at 12am on 12/11/15, coverage for my device would begin and therefore, the claim should be honored.
Final Consumer Response /* (3000, 13, 2016/02/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again, as I have stated, the contract stated a 1 day waiting period. One day being 24hrs, was satisfied in this situation. Additionally, the emailed contract states that the coverage of the device starts ON 12/11/15. There is no other way to twist this. Either way you see this Squaretrade did not want to pay for the coverage of this device and cancelled a covered item, even after the claim was approved and was in the process of being fulfilled. This is a horrible and disgraceful business practice. After the cost of the service plan ($69) and the cost of the deductible ($75), the difference that Squaretrade would have covered is approximately $75.00. The cost to fix the device was $225. It's very sad to see that a company like Squaretrade is 1) willing to lose a customer for that amount, 2) willing to break their contact, and lastly, 3) able to get away with doing this to their customers.
Within the last 3 months, in addition to fixing my phone (the device that was covered under the Squaretrade contract), I have bought my wife a new phone and my brother in law, sister in law and my brother in law's girlfriend have purchased new phones. Each of them asked me about getting insurance for their phones and I was forced to tell them about the horrible experience I had with Squaretrade. I directed them to purchase a plan with their carrier as have I have already done.
Final Business Response /* (4000, 15, 2016/03/02) */
The consumer has been contacted by a Resolution Specialist. Though the claim was denied due it being filed within the exclusionary period we are going to make an exception to reimburse the consumer for the repairs. At this point we are awaiting proof of insurance at the time of warranty purchase and repair invoice from the consumer.
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]
Complaint: [redacted]I am rejecting this...
response because:I had to call [redacted] and threaten to take them to court with Square trade if something was not done. [redacted] got on the phone with them to try to resolve the problem. The copies I sent on the [redacted] of [redacted] were delivered to their desk on the [redacted] at 2:03 according to tracking. I contacted them again the following [redacted] at about * p.m. and was told that they had received nothing. After [redacted] got involved they suddenly found the copies. I was contacted later that afternoon by S.T. rep to tell me that they had been in contact with their tech rep. and this was an easy fix for a common problem and they were going to reboot my computer for me. The rep left the line again and when he returned he said they would be sending me a box to put the computer in. I said I thought you were going to reboot it from there. Oh, no, he said it can't be fixed like that it had to come in for repairs. The box arrived but when my husband and I tried to pack the computer in the box it was two inches too short. I got on the chat line and asked what to do and Sam said put it in another box. I don't have another box and I don't want to be responsible if the box I chose caused damage to the computer. I decided to call [redacted] back, she contacted them and told me to use that box. So I have removed all of the foam needed to fit it in the box although I don't think that is the way it is supposed to be done. Also, I was to receive a form to complete with case number and other information and that was not in the box. I got on the chat space and spoke with [redacted] who said I would receive the form within the next 2*-*8 hours. Still sitting with broken computer. Sincerely,June Moore
We apologize for any miscommunication, we have sent a check as the consumer does not have access to the original credit card that the payment was issued to. We have issued a check for the refund of the warranty value. Since this situation has not been resolved as of yet, we will be in communication with the consumer to ensure this matter is taken care of.
We are sorry for any issues the consumer had with their device. When purchasing a warranty from SquareTrade direct or through a resell partner the item condition stated on the warranty must match the actual condition of the item. The consumer purchased a refurbished...
product with a new item warranty. The correct warranty for the item would have been available for the consumer to purchase at the time of checkout, or free standing and labeled as refurbished.
Complaint: [redacted]I am rejecting this response because: Square trade was dishonest, and the contract was breach. On the service agreement its states, IF THE ITEM CAN'T BE REPAIRED, THE FULL ITEM PRICE WILL BE PAID OUT TO YOU. "NO LIKE MODEL" REPLACEMENT. SQUARETRADE, replace my LG TV with a lower value, and lesser quality. I paid [redacted] for my LG TV, and they replaced it with a LG TV that cost $[redacted], with no quality. Once again, SQUARETRADE warranty stated, The value of the TV and quality of the TV has to be the same QUALITY. The LG TV I purchased was high quality. I would never agree to replace a TV that was not high quality as the one I purchased. ITS NOT FAIR, THAT THIS COMPANY HAS RIPPED OFF ME AND SO MANY OTHERS CONSUMERS. I will send the full detail of specification of the LG that I purchased, and also the lesser quality that SQUARETRADE replace. Sincerely,[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 to the consumer on the confusion of the warranty. Warranties purchased on SquareTrade.com are only eligible for new products as stated on our website. Also per our Terms and Conditions, the consumer is responsible for purchasing the correct SquareTrade Protection Plan for the Product...
based on condition, price or purchase location. The consumer has been notified and had cancel the warranty.
Complaint: [redacted]I am rejecting this response because:
The contrast of this TV is not at the level that my Panasonic is.
The overall thickness is larger than my Panasonic.
The Sony suffers from "image retention" or "burn in".
Black levels aren't very deep.
TV doesn't get very bright.
Thanks.
Unfortunately the low contrast ratio results in a less defined image in a dark room.
Sincerely,Daniel [redacted]
We are sorry for any issues the consumer had with their device. After the consumers second claim on their device was completed their warranty should have been canceled by their carrier. The consumers warranty contract only allows for two claims to be filed before being...
completed. Currently, the consumer needs to reach out to their carrier to get their reimbursement of the remaining warranty cost.
We apologize for any inconvenience that the consumer might have experienced during this process.
We reached out to the consumer on 5/16/2018 and addressed all of his concerns and proceeded to file a claim for the consumer's laptop.
The consumer was approved for a repair and this was...
satisfactory to the consumer!
We are sorry the consumer had issues with their device. SquareTrade always tries to repair a a device before moving to an alternate resolution. The consumer has been reimbursed for their item price.
We apologize for the confusion and inconveniences the consumer experienced.Per our Terms and Conditions:Coverage Amount: Up to the maximum coverage price of this Protection Plan, or the purchase price of your item, whichever is lower.Reviewing our records we show payment was correctly processed for...
the amount reflected on the purchase receipt / invoice sent by the consumer.
Initial Business Response /* (1000, 5, 2015/12/28) */
We apologize for the issue the consumer experienced with their device. We have reached out to the consumer and confirmed the reimbursement check was received on 12/28/2015.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/11) */
(The consumer...
indicated he/she ACCEPTED the response from the business.)
3 hours after Revdex.com said they would look into this the company sent me an email and made good. thank you.
We are sorry the consumer had concerns with our response.
As stated in out Terms and Conditions, “at Our discretion We will either:
A. Repair Your Product, or:
B. Provide a new or refurbished product of equal features and functionality., or;
C. 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.
Since the consumer filed a claim, thereby accepting the Terms and Conditions, and Squaretrade upholding our commitment by sending a refurbished replacement, there is nothing further we can do concerning this issue.
Complaint: [redacted]I am rejecting this response because:
You need to change this policy at once. Nowhere does it say checks can't be cashed out! You embarrassed me and my family and if I ever buy another product with Square Trade warranty then I will not purchase that item at all! I will continue to spread the word about your practice with issuing checks out to customers which is wrong on other sites as well. I will only close this complaint and others once your policy is changed or updated with other options like a credit card to be used as a refund so the customer can use at their will. Checks should not ever be issued only to be deposited in ones acvount because the customer should be able to choose how they want to do with it including cashing it at your [redacted]! Your policy is ridiculous.Sincerely,[redacted]
We are sorry the consumer had issues with their device.
We have received the proper document and have processed a payout. An email was sent to the consumer on 4/28 explaining that they were receiving the payment.
We at Squaretrade apologize if there was any confusion regarding the selection of our replacement televisions. Whenever Squaretrade is vetting a comparable replacement television we have to base our qualifications on the item's technical specifications. Television prices and item reviews are...
not a part of this process as these are variable factors that can change overtime, whereas technical specifications are concrete and do not change. As of now this consumer has been offered two replacements which have been selected based on their technical specifications, and both units offer a higher resolution standard. One of Squaretrade's agents has reached out to the consumer in order to further discuss the situation as we understand the consumer is concerned with specific technical specifications such as the item refresh rate, viewing angle, etc. At this time we are awaiting the consumer's response.
Initial Business Response /* (1000, 5, 2015/07/22) */
We are sorry the consumer had the issues they had with this claim.
We did not confirm the proper address to have the phone that was shipped. This caused a delay in having the phone delivered. The consumer was able to speak to a manager and...
have the phone repaired.
We have refunded the consumer the deductible they paid for this claim due to the delay.
Initial Business Response /* (1000, 5, 2015/08/11) */
Our Assurance Team has emailed the customer regarding this issue. That department can assist with any concerns if the customer replies back to that email. The team will reply within 24 to 48 business hours
Initial Consumer Rebuttal /* (3000,...
7, 2015/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Squaretrade has been contacted several times for them to honor the accidental damage that was caused to the iPad. This included the request in writing to them. Their website states that they will repair or replace the item that is covered by the insurance. Square trade opted to not repair or replace the item and have kept my property.
The request stands for them to honor the warranty that I paid for in full. Square trade canceled my insurance and issued a partial refund of the warranty. The best comparison I have for this is if you had a car accident the insurance company would deny the claim and issue a cancellation for the policy.
This business is not ethical in their dealings with you and I will be taking them to court if they do not honor the warranty as it was an agreement when they took the money to cover the product.
Please help me as they should provide you with the information not have them send you to a website with no answer.
Final Business Response /* (4000, 9, 2015/08/18) */
Our Assurance Team has emailed the customer regarding this issue. That department can assist with any concerns if the customer replies back to that email. The team will reply within 24 to 48 business hours
Final Consumer Response /* (4200, 11, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Square trade didn't respond to me via email for resolution. They are not responding to me or to the Revdex.com to resolve. Can you please step in and let them know that the only resolution that is acceptable is to repair, replace or reimburse for the damage.
This is the contract and at this point they are not honoring their own warranty.