While we understand the consumer believes us to be providing misinformation, we have detailed records verifying our results. This includes tracking information from Fedex verifying the delivery of the item to the consumer from our repair center.
We would have no alternative resolutions to offer in this situation, and we apologize for any inconvenience.
Complaint: [redacted]I am rejecting this response because:
As I stated in my original complaint, my issue is in large part that the company decided to quote misleading information and then decided not to honor it. What is more they told me, quite directly, that I should be thankful for what they are offering as they should pay me less. This is quite absurd, as the RAM cards I installed alone cost me more than this dispute even was, and while they were willing to ship me back the hard drive they never offered to ship back the RAM that they decided not to pay for. This is legal conversion, nothing less.
Sincerely,[redacted]
We are sorry for any issues the consumer had with their device. With unlocked devices we are generally only able to offer a depot repair or a local repair invoice. SquareTrade is not able to replace unlocked devices as our replacement's are tied to a specific carrier. We have moved...
forward to reimburse the consumer for their item price. A check is currently being processed to be mailed out to the consumer.
We are sorry for any confusion experienced during the claim process.Squaretrade only provides checks for deposit, not to cash. We apologize if this has caused any inconvenience. We recommend that the consumer deposit the check and then withdraw the amount from their banking institute. We have noted...
the concern and will be taking this under advisement.
Initial Business Response /* (1000, 5, 2015/12/14) */
We apologize the consumer experienced issues with their device. The consumer has been contacted and a resolution has been reached.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/24) */
(The consumer indicated he/she DID NOT accept the...
response from the business.)
I will be attempting to contact [redacted] from Square Trade shortly. They have not paid me back for the fee they costed me like they said they would. It is more dishonesty on Square Trades part. I also will be asking for mileage reimbursement for the 2 times they sent me there out of the 4 times I drove there. They had sent me there to pick up my phone to then mail it to square trade. They had said that yes my phone was ready to pick up to mail out and just go there to get it. It was not ready either time because Square Trade was refusing to pay the shop for their work. The fastest route from my address to the address of the shop is 14.5 miles one way. A total of 58 miles round trip for both trips. Using the standard federal mileage rate of 57.5 cents per mile it comes to $33.35. I am not asking for the approximately 6 hours spent either in transit or at the store trying to talk to Square trade on the phone with their manager to figure out and fix things. In regards to their response. The issue was not with my device. The issue was with the lies and incompetency of Square Trade. Yes I the customer have been reached. And no a resolution has not been reached. I am sick of the lies. I am sick of the mistakes. This is not a device issue. This is an honesty and integrity issue.
Final Business Response /* (4000, 16, 2016/01/05) */
The consumer's reimbursement for the mileage has been processed & will be issued in 7-10 business days. The consumer has agreed that the check cancellation fee will not be reimbursed.
Final Consumer Response /* (2000, 26, 2016/01/25) */
I have today received the check that Square Trade had promised. It was mailed out much later than it should but better late than never. I consider this matter to be fully resolved and thank them for making things right.
Initial Business Response /* (1000, 5, 2015/12/03) */
Our records indicate all three warranties are on the consumer's account. The consumer has been contacted but we have yet to receive a response.
Complaint: [redacted]I am rejecting this response because: I made several phone calls to SquareTrade, and was promised numerous callbacks, which never occurred. Postmark on check indicates it was not mailed until after I filed the Revdex.com complaint.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 are sorry for any issues the consumer had with their device.When an item is purchased from one of SquareTrades re-sellers consumers are encouraged to purchase their warranty directly from that re-seller. Purchases of SquareTrade's warranty direct when an item is purchased from a re-seller...
is valid but not encouraged. The consumers warranty is valid and SquareTrade will process a claim for repair on the item.
Initial Business Response /* (1000, 5, 2015/08/04) */
We are sorry the consumer had an issue with their TV.
As per our Terms and Conditions we can replace an unrepairable device with a comparable device, same features as the consumer's previous device has. We did discuss this with the consumer and...
he was not pleased with the model we were offering. We did come to an agreement with the consumer that we would payout the claim in this case.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received check for replacement and closure of my TV warranty on 08/08/15. I waited to respond till check had cleared. Now in response to Square Trade's comparable replacement of my unrepairable TV. As per their Terms and Conditions, there wasn't anything in the contract that "at their discretion" means to give their customers pain and discomfort in the repairing or replacing or even paying off the contract to make the customer go away. It says when in 5 days of said item under warranty would be repaired or replaced. Neither was done and Square Trade refused to negotiate on what to do next. I didn't file this complaint till almost a month later. All because the replacement TV didn't have the 3D function (Vizio). Their (Sony) did but it was their base model. They keep saying it was a "TOP" tier TV but it wasn't. The "XBR" is their top tier TV. Why it took a month without a TV is because communication with the specialist they had assigned me. I called (20 times) and emailed as many times to get this process going. That was the MAIN problem and Square Trade needs to address that because I have several warranties with them and hope I NEVER go this again.
Initial Business Response /* (1000, 5, 2015/12/30) */
We apologize for the issue the consumer experienced with their device. Our records indicate the consumer's check has been processed. We ask that the consumer allow 7-10 business day to receive it.
Initial Consumer Rebuttal /* (3000, 7,...
2016/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I await for the check.
Thank you. Once received I will close complaint accordingly.
[redacted] Holidays!
Final Business Response /* (4000, 9, 2016/01/14) */
Our records indicate the consumer's check should have been received. We have left a message for the consumer to confirm delivery of the check.
Final Consumer Response /* (2000, 11, 2016/01/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: [redacted]I am rejecting this response because:
I got two voicemails from them stating that it's [redacted] fault and that there is nothing more for them to do. That I should contact [redacted]. The messages did not say to contact them - they were just bossy arguments how their responsibility has been completed and basically to not contact them again. Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because:
this repair had to be done more then three times and they still want to try to fix the iPad Pro 12.9 and to find out when it came back from repair the iPad was not repaired it had more damage done to it from the repair where the iPad home button was not fix which was the Initial problem but now it s that and my electro magnetic connector that’s not working so I cant use my keyboard Sincerely,Ralphy [redacted]
Initial Business Response /* (1000, 5, 2015/07/30) */
We are sorry the consumer had an issue with their phone.
As there is a crack on the screen a technician would not be able to ascertain if the issue was caused by an accident. In any case there was an accident as is evident by the crack and the...
warranty does not cover accidents.
We are sorry but based on our Terms and Conditions for this warranty we would not be able to take a claim. Since the warranty was not of any use to the consumer we refunded the warranty price to them.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response but I want this information available to other consumers so this problem does not happen to them
Final Business Response /* (4000, 9, 2015/08/12) */
Unfortunately there is nothing we can do about repairing a phone that has damage if the warranty does not have accident coverage as in this case.
The information showing what the warranty covers is in the warranty summary and the Terms and Conditions of the warranty.
Final Consumer Response /* (4200, 11, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The fact remains that they sold Me a warranty on a phone that had a damaged screen, and the phone worked fine for several months obviously the cracked screen did not affect the function. At this point I just want this information available to other consumers.
In previous correspondence with SquareTrade, SquareTrade Customer Support Management stated that all phone calls with them are recorded. In my original complaint, I asked that SquareTrade review the phone recordings of my correspondence with them to verify the facts. I received an email today from...
[redacted]. at SquareTrade and Chris stated that he was unable to locate any phone call recordings related to my account.
We apologize for any inconvenience that the consumer might have experienced during this process. The claim the consumer is referring to here is from 5/7/2015 and the last time there was any communication between us and the consumer was on 5/8/2015. This makes this claim almost 2 years old. I...
also see the warranties the customer mentioned he had which were cancelled by him.I understand the consumer was frustrated in reference to the problem not being able to be replicated but this is a very important part of what we do. When issues of this sort are addressed by local repair entities and the problem cannot be replicated it limits what we are able to do for our customers in terms of a resolution since there is not problem to be addressed.We do not have any records showing that the consumer wrote in to us or called us to express his frustrations in reference to his experience with his vacuum attempting to be repaired. Had we been notified by the consumer of his concern I am sure that we could have tried to work out some other solution.Unfortunately it has been close to 2 years since this incident occurred and the warranty has since been concluded. Given the current situation where the warranty has been concluded and the amount of time that has transpired since the claim we will not be able to assist the customer with his problem.
We are sorry for any confusion experienced during the claim process.
Prior to any and all troubleshooting is performed, our consumers are advised to backup data to prevent information loss. We have made an exception to provide reimbursement of the OS in this instance. The reimbursement was...
processed on [redacted] and completes all reimbursements in connection with this repair and claim.
According to our records, the consumer's device was sent in and determined to have damage resulting from the phone being rooted. Our Terms & Conditions state, "Damage to computer hardware, software and data caused by, including, but not limited to, viruses, application programs, network drivers,...
source code, object code or proprietary data, or any support, configuration, installation or reinstallation of any software or data.". Due to this, we had denied the consumer's request for a claim. We have since made an exception to provide coverage and due to the other issue with the phone, have processed the reimbursement of the devices cost.
Squaretrade apologizes if there was any confusion regarding the consumer's coverage.
Whenever a consumer files a claim Squaretrade asks the consumer to contact us while the issue with the relevant item is occurring. This is so Squaretrade can either fix the issue via troubleshooting over the...
phone, or to ensure we are providing the correct resolution. In this circumstance we at Squaretrade understand this issue is intermittent and hard to emulate, so one of our agents emailed the consumer requesting they record the issue via video the next time it occurs. If the consumer calls in while the issue is occurring, or calls in with video documentation to serve as an example, Squaretrade will be able to further assist.
Initial Business Response /* (1000, 5, 2015/07/14) */
We are sorry the consumer had issues with their refrigerator.
The first claim we would have referred the consumer to the manufacturer as their warranty would still be in place. The device was repaired twice. Due to the fact that the unit...
continuously fails we have decided to pay the consumer so they can purchase a replacement device.
We are in contact with them to make this happen.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initially the Square Trade did not inform me the appliance was still under warranty with the manufacturer. However, the company has agreed to repay me most of the funds I spent to purchase the appliance after having the appliance service FIVE times not TWO. Thank you for your assistance with this matter.
[redacted]
While we understand the consumer believes us to be providing misinformation, we have detailed records verifying our results. This includes tracking information from Fedex verifying the delivery of the item to the consumer from our repair center.
We would have no alternative resolutions to offer in this situation, and we apologize for any inconvenience.
Complaint: [redacted]I am rejecting this response because:
As I stated in my original complaint, my issue is in large part that the company decided to quote misleading information and then decided not to honor it. What is more they told me, quite directly, that I should be thankful for what they are offering as they should pay me less. This is quite absurd, as the RAM cards I installed alone cost me more than this dispute even was, and while they were willing to ship me back the hard drive they never offered to ship back the RAM that they decided not to pay for. This is legal conversion, nothing less.
Sincerely,[redacted]
We are sorry for any issues the consumer had with their device. With unlocked devices we are generally only able to offer a depot repair or a local repair invoice. SquareTrade is not able to replace unlocked devices as our replacement's are tied to a specific carrier. We have moved...
forward to reimburse the consumer for their item price. A check is currently being processed to be mailed out to the consumer.
We are sorry for any confusion experienced during the claim process.Squaretrade only provides checks for deposit, not to cash. We apologize if this has caused any inconvenience. We recommend that the consumer deposit the check and then withdraw the amount from their banking institute. We have noted...
the concern and will be taking this under advisement.
Initial Business Response /* (1000, 5, 2015/12/14) */
We apologize the consumer experienced issues with their device. The consumer has been contacted and a resolution has been reached.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/24) */
(The consumer indicated he/she DID NOT accept the...
response from the business.)
I will be attempting to contact [redacted] from Square Trade shortly. They have not paid me back for the fee they costed me like they said they would. It is more dishonesty on Square Trades part. I also will be asking for mileage reimbursement for the 2 times they sent me there out of the 4 times I drove there. They had sent me there to pick up my phone to then mail it to square trade. They had said that yes my phone was ready to pick up to mail out and just go there to get it. It was not ready either time because Square Trade was refusing to pay the shop for their work. The fastest route from my address to the address of the shop is 14.5 miles one way. A total of 58 miles round trip for both trips. Using the standard federal mileage rate of 57.5 cents per mile it comes to $33.35. I am not asking for the approximately 6 hours spent either in transit or at the store trying to talk to Square trade on the phone with their manager to figure out and fix things. In regards to their response. The issue was not with my device. The issue was with the lies and incompetency of Square Trade. Yes I the customer have been reached. And no a resolution has not been reached. I am sick of the lies. I am sick of the mistakes. This is not a device issue. This is an honesty and integrity issue.
Final Business Response /* (4000, 16, 2016/01/05) */
The consumer's reimbursement for the mileage has been processed & will be issued in 7-10 business days. The consumer has agreed that the check cancellation fee will not be reimbursed.
Final Consumer Response /* (2000, 26, 2016/01/25) */
I have today received the check that Square Trade had promised. It was mailed out much later than it should but better late than never. I consider this matter to be fully resolved and thank them for making things right.
Initial Business Response /* (1000, 5, 2015/12/03) */
Our records indicate all three warranties are on the consumer's account. The consumer has been contacted but we have yet to receive a response.
Complaint: [redacted]I am rejecting this response because: I made several phone calls to SquareTrade, and was promised numerous callbacks, which never occurred. Postmark on check indicates it was not mailed until after I filed the Revdex.com complaint.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 are sorry for any issues the consumer had with their device.When an item is purchased from one of SquareTrades re-sellers consumers are encouraged to purchase their warranty directly from that re-seller. Purchases of SquareTrade's warranty direct when an item is purchased from a re-seller...
is valid but not encouraged. The consumers warranty is valid and SquareTrade will process a claim for repair on the item.
Initial Business Response /* (1000, 5, 2015/08/04) */
We are sorry the consumer had an issue with their TV.
As per our Terms and Conditions we can replace an unrepairable device with a comparable device, same features as the consumer's previous device has. We did discuss this with the consumer and...
he was not pleased with the model we were offering. We did come to an agreement with the consumer that we would payout the claim in this case.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received check for replacement and closure of my TV warranty on 08/08/15. I waited to respond till check had cleared. Now in response to Square Trade's comparable replacement of my unrepairable TV. As per their Terms and Conditions, there wasn't anything in the contract that "at their discretion" means to give their customers pain and discomfort in the repairing or replacing or even paying off the contract to make the customer go away. It says when in 5 days of said item under warranty would be repaired or replaced. Neither was done and Square Trade refused to negotiate on what to do next. I didn't file this complaint till almost a month later. All because the replacement TV didn't have the 3D function (Vizio). Their (Sony) did but it was their base model. They keep saying it was a "TOP" tier TV but it wasn't. The "XBR" is their top tier TV. Why it took a month without a TV is because communication with the specialist they had assigned me. I called (20 times) and emailed as many times to get this process going. That was the MAIN problem and Square Trade needs to address that because I have several warranties with them and hope I NEVER go this again.
Initial Business Response /* (1000, 5, 2015/12/30) */
We apologize for the issue the consumer experienced with their device. Our records indicate the consumer's check has been processed. We ask that the consumer allow 7-10 business day to receive it.
Initial Consumer Rebuttal /* (3000, 7,...
2016/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I await for the check.
Thank you. Once received I will close complaint accordingly.
[redacted] Holidays!
Final Business Response /* (4000, 9, 2016/01/14) */
Our records indicate the consumer's check should have been received. We have left a message for the consumer to confirm delivery of the check.
Final Consumer Response /* (2000, 11, 2016/01/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: [redacted]I am rejecting this response because:
I got two voicemails from them stating that it's [redacted] fault and that there is nothing more for them to do. That I should contact [redacted]. The messages did not say to contact them - they were just bossy arguments how their responsibility has been completed and basically to not contact them again. Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because:
this repair had to be done more then three times and they still want to try to fix the iPad Pro 12.9 and to find out when it came back from repair the iPad was not repaired it had more damage done to it from the repair where the iPad home button was not fix which was the Initial problem but now it s that and my electro magnetic connector that’s not working so I cant use my keyboard Sincerely,Ralphy [redacted]
Initial Business Response /* (1000, 5, 2015/07/30) */
We are sorry the consumer had an issue with their phone.
As there is a crack on the screen a technician would not be able to ascertain if the issue was caused by an accident. In any case there was an accident as is evident by the crack and the...
warranty does not cover accidents.
We are sorry but based on our Terms and Conditions for this warranty we would not be able to take a claim. Since the warranty was not of any use to the consumer we refunded the warranty price to them.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response but I want this information available to other consumers so this problem does not happen to them
Final Business Response /* (4000, 9, 2015/08/12) */
Unfortunately there is nothing we can do about repairing a phone that has damage if the warranty does not have accident coverage as in this case.
The information showing what the warranty covers is in the warranty summary and the Terms and Conditions of the warranty.
Final Consumer Response /* (4200, 11, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The fact remains that they sold Me a warranty on a phone that had a damaged screen, and the phone worked fine for several months obviously the cracked screen did not affect the function. At this point I just want this information available to other consumers.
In previous correspondence with SquareTrade, SquareTrade Customer Support Management stated that all phone calls with them are recorded. In my original complaint, I asked that SquareTrade review the phone recordings of my correspondence with them to verify the facts. I received an email today from...
[redacted]. at SquareTrade and Chris stated that he was unable to locate any phone call recordings related to my account.
We apologize for any inconvenience that the consumer might have experienced during this process. The claim the consumer is referring to here is from 5/7/2015 and the last time there was any communication between us and the consumer was on 5/8/2015. This makes this claim almost 2 years old. I...
also see the warranties the customer mentioned he had which were cancelled by him.I understand the consumer was frustrated in reference to the problem not being able to be replicated but this is a very important part of what we do. When issues of this sort are addressed by local repair entities and the problem cannot be replicated it limits what we are able to do for our customers in terms of a resolution since there is not problem to be addressed.We do not have any records showing that the consumer wrote in to us or called us to express his frustrations in reference to his experience with his vacuum attempting to be repaired. Had we been notified by the consumer of his concern I am sure that we could have tried to work out some other solution.Unfortunately it has been close to 2 years since this incident occurred and the warranty has since been concluded. Given the current situation where the warranty has been concluded and the amount of time that has transpired since the claim we will not be able to assist the customer with his problem.
We are sorry for any confusion experienced during the claim process.
Prior to any and all troubleshooting is performed, our consumers are advised to backup data to prevent information loss. We have made an exception to provide reimbursement of the OS in this instance. The reimbursement was...
processed on [redacted] and completes all reimbursements in connection with this repair and claim.
According to our records, the consumer's device was sent in and determined to have damage resulting from the phone being rooted. Our Terms & Conditions state, "Damage to computer hardware, software and data caused by, including, but not limited to, viruses, application programs, network drivers,...
source code, object code or proprietary data, or any support, configuration, installation or reinstallation of any software or data.". Due to this, we had denied the consumer's request for a claim. We have since made an exception to provide coverage and due to the other issue with the phone, have processed the reimbursement of the devices cost.
Squaretrade apologizes if there was any confusion regarding the consumer's coverage.
Whenever a consumer files a claim Squaretrade asks the consumer to contact us while the issue with the relevant item is occurring. This is so Squaretrade can either fix the issue via troubleshooting over the...
phone, or to ensure we are providing the correct resolution. In this circumstance we at Squaretrade understand this issue is intermittent and hard to emulate, so one of our agents emailed the consumer requesting they record the issue via video the next time it occurs. If the consumer calls in while the issue is occurring, or calls in with video documentation to serve as an example, Squaretrade will be able to further assist.
Initial Business Response /* (1000, 5, 2015/07/14) */
We are sorry the consumer had issues with their refrigerator.
The first claim we would have referred the consumer to the manufacturer as their warranty would still be in place. The device was repaired twice. Due to the fact that the unit...
continuously fails we have decided to pay the consumer so they can purchase a replacement device.
We are in contact with them to make this happen.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initially the Square Trade did not inform me the appliance was still under warranty with the manufacturer. However, the company has agreed to repay me most of the funds I spent to purchase the appliance after having the appliance service FIVE times not TWO. Thank you for your assistance with this matter.
[redacted]