Initial Business Response /* (1000, 5, 2015/08/13) */
We are sorry the consumer had not received the reimbursement that they were told they would.
We have had a number of issues with our accounting system and they have been addressed. The consumer's reimbursement was credited to their Paypal...
account on 8/11/2015.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
SquareTrade did reimburse me for the expected amount of $349.99 via paypal on 8/11/15 as they stated
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.
We are sorry the consumer had issues with receiving their reimbursement.
The reason for the delay was that our system had the incorrect email address listed. We have corrected the email address and the consumer has received the gift card code.
Initial Business Response /* (1000, 5, 2015/07/17) */
We are sorry the consumer had issues with their device.
The address we had was incorrect which caused a delay in the processing of the claim. Even when we corrected the address in our system it did not initially resolve the issue.
We are...
processing a refund for the diagnostics that were performed.
Due to the poor service the consumer experienced we are refunding them the price of the warranty and paying them out to resolve this claim.
We at Squaretrade sincerely apologize for the difficulty the customer had with the claiming filing process.After further investigation on the consumer's account, Squaretrade did return the consumer's lens as requested. The item arrived back to him on 7/20/[redacted]. The consumer and I spoke and...
also discussed the amount he received as compensation being less than expected, but I later confirmed that the amount of the compensation provided was for the cost of the item itself without the warranty cost included, as per the policy's terms and conditions. Squaretrade made an exception and will process a check to also compensate the consumer's warranty cost, as the consumer desired. I communicated this to the consumer. Squaretrade appreciates the consumer's patience while we investigated the matter.
Complaint: [redacted]I am rejecting this response because: This repsonse does not address the issue that the contract was violated when Squaretrade failed to provide me with a replacement phone that was in usable condition. A correctly refurbished phone should not have stopped working just weeks after being received. Squaretrade is in breach of contract for their failure to properly replace my phone. Sincerely,[redacted]
Initial Business Response /* (1000, 6, 2016/01/12) */
We apologize for the issue the consumer experienced. Our records indicate the consumer reimbursement has been processed and the claim is resolved.
Initial Consumer Rebuttal /* (2000, 8, 2016/01/15) */
(The consumer indicated he/she ACCEPTED...
the response from the business.)
While we did finally receive reimbursement for our claim, a month later, several phone calls and wasted time later, and for $480.00 , not the $749.00 as we were told the claim is resolved. I will never purchase a warranty from suare trade again or recommend them to others.
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]
Initial Business Response /* (1000, 5, 2015/08/27) */
We are sorry the consumer had issues with their device.
The claim was not processed as we were waiting for the purchase receipt to be received. We are unable to process claims without the purchase receipt because we need to have documentation...
to confirm the price, date of purchase and what device was purchased. We did make an exception in this case and once we updated the account to show that we would make the exception the system informed the consumer (erroneously) that the receipt was received.
For reasons unknown to us our attempts to contact the consumer failed. Due to not having any response the claim was not processed.
We will not attempt a repair at this point but will payout the consumer the warranty value of the washer.
We have contacted the consumer to let them know we have approved and are processing the claim.
We are sorry for any delays experienced during the claim process.We show that the consumers unit needed to be sent to the manufacturer as the necessary parts to complete the repair are proprietary. We apologize if this process was not outlined to the consumer. Regarding the increased delay from our...
depot to the consumer, we show that the July 4th Holiday played a role as our depots are required to inspect all work done to ensure functionality. We currently show the device was received and signed for by the consumer on 7/11/[redacted] SquareTrade has acknowledged this delay and provided the consumer with a refund of the full warranty cost to compensate.
Complaint: [redacted]I am rejecting this response because: There is s known tiipping issue with these large monitors with the included bases. I would like the issue to remain open but since this is a known problem I think [redacted] should address the issue. I contacted [redacted] and now they are claiming the the wrong screws were put on the TV base. The screws that came with the TV were used. I think that SquareTade or [redacted] should be responsible for giving my money back or a new Tv. It is quite obvious that they knew there was a problem because the new model now have leg mounts on each end of the TV instead of the triangle base the was use for the TV I brought for a gift. I think there should be an accountability from [redacted] or those vendors who who decide to sale manufacturers extended warranties for these products with known issues.Sincerely,[redacted]
Initial Business Response /* (4000, 8, 2015/11/25) */
We have contacted the consumer and both parties agreed on an appropriate resolution for the complaint. The consumer will be receiving a reimbursement for their warranty via check.
Initial Consumer Rebuttal /* (2000, 10, 2015/12/01) */
(The...
consumer indicated he/she ACCEPTED the response from the business.)
I was told I would get a refund. Thanks Revdex.com.
Initial Business Response /* (1000, 5, 2015/11/05) */
We are sorry the consumer had issues with their device.
At this time their device is being repaired and it should ship within the next couple of business days.
The repaired device comes with rework period so even if the consumer's warranty...
ends she can still move forward with filing a claim.
We are in contact with the consumer to ensure her repair is satisfactory.
Initial Business Response /* (1000, 5, 2015/12/17) */
We apologize for the issue the consumer experienced. Our Assurance team determined that the item was misrepresented. Based on the Terms & Conditions we do not cover items that are fraudulently described or misrepresented.
The consumer's...
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:
Although I have been informed of their polices I still feel dissatisfied with the service that was provided to me because I feel that I was mislead by the support staff.
Sincerely,Brendan[redacted]
Initial Business Response /* (1000, 5, 2015/10/22) */
We are sorry the consumer had issues with their device.
Per our Terms & Conditions,
"Depending on the Product and failure circumstances, at Our discretion, We will either:
Repair Your Product, or;
Provide a cash settlement or a Gift Card...
reflecting the replacement cost of a new product of equal features and functionality up to the Coverage Amount, or;
Replace Your Product with a product of like, kind, quality and functionality."
We have reached out to the consumer to resolve the complaint but we have yet to receive a response.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have not offer me anything to fix my issue. The rep I spoke to follow up on Friday 10/24/15 told me she was going to call me back and she did not. I spent over $210.00 and they are not willing to help me fix my phone.
Final Business Response /* (4000, 9, 2015/10/29) */
We contacted the consumer by email on 10/26 to resolve her complaint.
We fulfilled the contract by replacing her device and we made a one time exception to refund her for the warranty.
The funds are being mailed to the consumer and she is aware of this resolution.
We have not received any follow up emails from the consumer. Another voice mail has been left with direct contact information to our resolutions team to assist in resolving their issue. We have also sent another email with this information as well. At this time we are unable to access the consumers account to provide a resolution for their issue.
Squaretrade apologizes for any delays experienced.We will be honoring what our management had stated, If the consumer's device does have a recurring issue we will be more than happy to provide coverage. We will also provide a full refund of the warranty price due to this...
inconvenience. We understand the consumer's hesitation and appreciate their patience as we resolved this concern.
Initial Business Response /* (1000, 5, 2015/08/13) */
We are sorry the consumer had not received the reimbursement that they were told they would.
We have had a number of issues with our accounting system and they have been addressed. The consumer's reimbursement was credited to their Paypal...
account on 8/11/2015.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
SquareTrade did reimburse me for the expected amount of $349.99 via paypal on 8/11/15 as they stated
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.
We are sorry the consumer had issues with receiving their reimbursement.
The reason for the delay was that our system had the incorrect email address listed. We have corrected the email address and the consumer has received the gift card code.
Initial Business Response /* (1000, 5, 2015/07/17) */
We are sorry the consumer had issues with their device.
The address we had was incorrect which caused a delay in the processing of the claim. Even when we corrected the address in our system it did not initially resolve the issue.
We are...
processing a refund for the diagnostics that were performed.
Due to the poor service the consumer experienced we are refunding them the price of the warranty and paying them out to resolve this claim.
We at Squaretrade sincerely apologize for the difficulty the customer had with the claiming filing process.After further investigation on the consumer's account, Squaretrade did return the consumer's lens as requested. The item arrived back to him on 7/20/[redacted]. The consumer and I spoke and...
also discussed the amount he received as compensation being less than expected, but I later confirmed that the amount of the compensation provided was for the cost of the item itself without the warranty cost included, as per the policy's terms and conditions. Squaretrade made an exception and will process a check to also compensate the consumer's warranty cost, as the consumer desired. I communicated this to the consumer. Squaretrade appreciates the consumer's patience while we investigated the matter.
Complaint: [redacted]I am rejecting this response because: This repsonse does not address the issue that the contract was violated when Squaretrade failed to provide me with a replacement phone that was in usable condition. A correctly refurbished phone should not have stopped working just weeks after being received. Squaretrade is in breach of contract for their failure to properly replace my phone. Sincerely,[redacted]
Initial Business Response /* (1000, 6, 2016/01/12) */
We apologize for the issue the consumer experienced. Our records indicate the consumer reimbursement has been processed and the claim is resolved.
Initial Consumer Rebuttal /* (2000, 8, 2016/01/15) */
(The consumer indicated he/she ACCEPTED...
the response from the business.)
While we did finally receive reimbursement for our claim, a month later, several phone calls and wasted time later, and for $480.00 , not the $749.00 as we were told the claim is resolved. I will never purchase a warranty from suare trade again or recommend them to others.
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]
im not happyComplaint: [redacted]I am rejecting this response because:Sincerely,Ralphy [redacted]
Initial Business Response /* (1000, 5, 2015/08/27) */
We are sorry the consumer had issues with their device.
The claim was not processed as we were waiting for the purchase receipt to be received. We are unable to process claims without the purchase receipt because we need to have documentation...
to confirm the price, date of purchase and what device was purchased. We did make an exception in this case and once we updated the account to show that we would make the exception the system informed the consumer (erroneously) that the receipt was received.
For reasons unknown to us our attempts to contact the consumer failed. Due to not having any response the claim was not processed.
We will not attempt a repair at this point but will payout the consumer the warranty value of the washer.
We have contacted the consumer to let them know we have approved and are processing the claim.
We are sorry for any delays experienced during the claim process.We show that the consumers unit needed to be sent to the manufacturer as the necessary parts to complete the repair are proprietary. We apologize if this process was not outlined to the consumer. Regarding the increased delay from our...
depot to the consumer, we show that the July 4th Holiday played a role as our depots are required to inspect all work done to ensure functionality. We currently show the device was received and signed for by the consumer on 7/11/[redacted] SquareTrade has acknowledged this delay and provided the consumer with a refund of the full warranty cost to compensate.
Complaint: [redacted]I am rejecting this response because: There is s known tiipping issue with these large monitors with the included bases. I would like the issue to remain open but since this is a known problem I think [redacted] should address the issue. I contacted [redacted] and now they are claiming the the wrong screws were put on the TV base. The screws that came with the TV were used. I think that SquareTade or [redacted] should be responsible for giving my money back or a new Tv. It is quite obvious that they knew there was a problem because the new model now have leg mounts on each end of the TV instead of the triangle base the was use for the TV I brought for a gift. I think there should be an accountability from [redacted] or those vendors who who decide to sale manufacturers extended warranties for these products with known issues.Sincerely,[redacted]
Initial Business Response /* (4000, 8, 2015/11/25) */
We have contacted the consumer and both parties agreed on an appropriate resolution for the complaint. The consumer will be receiving a reimbursement for their warranty via check.
Initial Consumer Rebuttal /* (2000, 10, 2015/12/01) */
(The...
consumer indicated he/she ACCEPTED the response from the business.)
I was told I would get a refund. Thanks Revdex.com.
Initial Business Response /* (1000, 5, 2015/11/05) */
We are sorry the consumer had issues with their device.
At this time their device is being repaired and it should ship within the next couple of business days.
The repaired device comes with rework period so even if the consumer's warranty...
ends she can still move forward with filing a claim.
We are in contact with the consumer to ensure her repair is satisfactory.
Initial Business Response /* (1000, 5, 2015/12/17) */
We apologize for the issue the consumer experienced. Our Assurance team determined that the item was misrepresented. Based on the Terms & Conditions we do not cover items that are fraudulently described or misrepresented.
The consumer's...
warranty has been cancelled & refunded.
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:
Although I have been informed of their polices I still feel dissatisfied with the service that was provided to me because I feel that I was mislead by the support staff.
Sincerely,Brendan[redacted]
Initial Business Response /* (1000, 5, 2015/10/22) */
We are sorry the consumer had issues with their device.
Per our Terms & Conditions,
"Depending on the Product and failure circumstances, at Our discretion, We will either:
Repair Your Product, or;
Provide a cash settlement or a Gift Card...
reflecting the replacement cost of a new product of equal features and functionality up to the Coverage Amount, or;
Replace Your Product with a product of like, kind, quality and functionality."
We have reached out to the consumer to resolve the complaint but we have yet to receive a response.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have not offer me anything to fix my issue. The rep I spoke to follow up on Friday 10/24/15 told me she was going to call me back and she did not. I spent over $210.00 and they are not willing to help me fix my phone.
Final Business Response /* (4000, 9, 2015/10/29) */
We contacted the consumer by email on 10/26 to resolve her complaint.
We fulfilled the contract by replacing her device and we made a one time exception to refund her for the warranty.
The funds are being mailed to the consumer and she is aware of this resolution.
We have not received any follow up emails from the consumer. Another voice mail has been left with direct contact information to our resolutions team to assist in resolving their issue. We have also sent another email with this information as well. At this time we are unable to access the consumers account to provide a resolution for their issue.
Squaretrade apologizes for any delays experienced.We will be honoring what our management had stated, If the consumer's device does have a recurring issue we will be more than happy to provide coverage. We will also provide a full refund of the warranty price due to this...
inconvenience. We understand the consumer's hesitation and appreciate their patience as we resolved this concern.