We are sorry for any issue the consumer experienced with their device.
Since the consumer is still having issues with their device, we have approved a claim for an alternate resolution option. We have emailed the consumer regarding the next steps and we will be waiving any deductible for the new claim. We appreciate the consumer's patience in resolving this matter and we look forward to providing a fully functioning device as soon as possible.
Complaint: [redacted]I am rejecting this response because:The last time I sent the phone in, I didn't get it back for a week. Plus, they obviously messed something up the first time I sent it in or else I wouldn't be in this mess.
I will take a $** refund.
Also, I just had a similar situation happen with my husband's phone, which has a service plan from [redacted]. His screen was replaced, but his phone suddenly died. They sent a new phone the next day. It took one phone call, not multiple calls. It took about five minutes, not MONTHS on the phone with customer service reps who barely speak English.
Guess which company we'll be using going forward?
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]
Initial Business Response /* (1000, 5, 2015/09/17) */
We are sorry the consumer had issues with their device.
We always allow the option to the consumer of trying to do a repair locally and send us the receipt for the repair. In this case the unit was unable to be repaired by the local shop. In...
cases like that we do not reimburse for diagnostics that do not result in a repair. When the local repair shop deems the unit unable to be repaired we ask that the consumer send the unit to our repair facility so that we can evaluate the device. Sometimes we are able to have it repaired whereas a local shop does not have the resources that our repair depot has.
We are addressing the issue of consumer not getting contacted on the correct number we are reviewing our training and making sure our specialist put in proper notes.
Due to the poor response the consumer experienced and not having been given the correct information we are paying out the consumer and reimbursing them for the diagnostics.
We have contacted the consumer to make them aware of the payout and reimbursement.
Initial Business Response /* (1000, 5, 2015/12/30) */
We apologize for the issue the consumer experienced with their device.
The consumer has been contacted by phone and via email to resolve the complaint.
We are currently awaiting a response to move forward.
Initial Consumer Rebuttal /*...
(3000, 7, 2016/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A representative had call me late December after seeing my complaint asking to call back to resolve the issue. I have called them more than 10 times, leaving voice messages and my mumber to call me back so the issue can be resolve but they have not call back or respond to my voice messages.
Final Consumer Response /* (3000, 16, 2016/02/23) */
I haven't herd back from [redacted] about emailing me the new agreement we had discussed but I do see there is record of it on this website. The laptop will be shipped today. I will appreciate if I get a call telling me that Square Trade recieved the laptop and will mail me the check. Thsnk you.
Final Business Response /* (4000, 18, 2016/03/02) */
Our records indicate the consumer's device was delivered on 2/29/16. It is currently being audited and the consumer's payout will be released within 1 business day. The consumer has been emailed this information.
Initial Business Response /* (4000, 8, 2016/02/18) */
As stated by the consumer we are in the process of resolving this complaint.
Initial Consumer Rebuttal /* (4200, 10, 2016/02/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To date I still haven't...
heard a word from them, NOR the shipping label in the mail with the money owed.
Final Business Response /* (4000, 13, 2016/03/06) */
On 2/18/16 the consumer's claim was processed for payout and the payout is processed once we receive the device. We emailed the consumer the shipping label & included instructions on how to return the device for payout. The email has been resent to the consumer
Final Consumer Response /* (4200, 15, 2016/03/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I sstill have the device,they haven't sent me the shipping label yet.To date = NO SHOW, they're just dragging their feet in paying me,what they owe me.Lying to you that they sent it,when they haven't.
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.
I expect this check to be expedited to me and the merchant provide a tracking number.
If it is not received in a timely fashion, I will re-visit this claim.Sincerely, [redacted]
We are sorry for any issues the consumer had with their device.
We have reached out to the consumer to try and work on a resolution that is agreeable to all parties involved. Currently we are awaiting necessary documentation of repairs to come to a resolution. At this time we have sent another follow up email requesting the necessary documentation.
Initial Business Response /* (1000, 5, 2016/01/29) */
We apologize for the issue the consumer experienced. Our records indicate all three warranties have been uploaded to the consumer's account and the claim on their device has been approved.
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, 2015/06/18) */
We are sorry the consumer had an issue with the repair process. The facility repaired the laptop and returned it back to the consumer. Due to the frustration and delay, we refunded the warranty price in full.
Complaint: [redacted]I am rejecting this response because: The contract was breach of their warranty agreement. They lied about information in the service agreement. They were dishonest, and scammed me into asking me about my address. I did not agree to a lessor value television. They shipped me a television that was lessor value, and lessor quality. The service agreement stated, I would receive "no like" television or receive full payment. Once again, Squaretrade ripped me off and other consumers. I deserve to be treated with respect, and not ripped off by this company. I have a letter / service agreement from QVC, and also SquareTrade warranty service agreement. I will fax contract and service agreement. As soon as possible. I want the SAME VALUE as my TV, in the contract it states "NO LIKE" TV. Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because:
When purchasing the warranty I was given a brochure with information about the warranty and nowhere in the brochure does it have any information about this limited liability clause, as for the contrat, prior to purchase I was completely unable to view said contract Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/06/23) */
We are sorry the consumer is had problems with their device.
Upon reviewing the consumer's history we also feel that the device in not repairable. We are paying out the consumer the amount they paid for the unit and have increased the payout...
because the warranty that was sold to the consumer did not cover the full price of the device. This was no fault of the consumer and that is the reason we are covering the full price of the device.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/25) */
Hello,
I am in the process of resolving this with the company. I will respond again once everything is completly resolved.
Thank you
[redacted]
Final Consumer Response /* (2000, 9, 2015/06/30) */
Ms. [redacted],
I received payment on my claim from square trade and this matter is resolved to my satisfaction.
Thank-You
[redacted]
Complaint: [redacted]I am rejecting this response because: First, I have NOT received two checks from SquareTrade. I did receive one check for $** (the amount that I was charged when their first check bounced). I have deposited that check and will see what happens. I have NOT received a check for the actual amount of the repair -- which was $[redacted]. Perhaps that check is in the mail, but I have waited several additional days since the first check arrived and it has not arrived. Moreover, I would note that the explanation provided in SquareTrade's response varies substantially from what I was told on the telephone previously. It appears as though they are just engaging in bait and switch type techniques here.
I would also note that there is no response to the complaint about their inappropriately and without disclosure or permission recording customer phone calls.
Finally, I would note that I have gotten some rather strange emails from them recently claiming that they are unable to process payments for the insurance from me. Given that the payments are automatic and on a credit card that is not expired and which I have had no problems with, I am wondering exactly what games SquareTrade continues to play.
In any event, the primary complaint at this point is that they STILL have not paid the insured claim.
Sincerely,[redacted]
We are sorry the consumer had issues with their device.
As stated in out Terms and Conditions the plan begins on the day you purchased the item. The warranty length, in this case, is 2 years from that date. As our warranties are available for many different manufacturers we do not “adjust” our...
warranty period based on what the manufacturer offers. Also there are cases where the manufacturer does not cover the full cost of repair, i.e. parts and not labor or shipping costs to send the item in for repair. When that is the case the consumer can use the SquareTrade Warranty to cover those costs during the period that the manufacturer’s warranty is active.
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. They gave me my money back and canceled my plan. I would not recommend this company to anybody.at least I got some of my money back.Sincerely, [redacted]
We apologize for any inconvenience that the consumer might have experienced during this process. As mentioned in our previous email this warranty was purchased incorrectly through a website that does not offer warranties for the consumer's device.While we apologize for the agents misinformation to the consumer it does not negate the fact that the warranty is invalid and therefore no claims can be processed as such. If the consumer would like a refund of his warranty cost we would be more than happy to oblige.
We apologize for the consumers experience and the inconveniences.Records indicate there were systematic issues when processing the claim which resulted in the delay of the consumer receiving the shipping kit to send in the unit for repairs. We have attempted to reach the consumer but were...
unsuccessful. We have sent an email with our resolution and will await their email back before proceeding.
We are sorry for any issue the consumer experienced with their device.
Since the consumer is still having issues with their device, we have approved a claim for an alternate resolution option. We have emailed the consumer regarding the next steps and we will be waiving any deductible for the new claim. We appreciate the consumer's patience in resolving this matter and we look forward to providing a fully functioning device as soon as possible.
Complaint: [redacted]I am rejecting this response because:The last time I sent the phone in, I didn't get it back for a week. Plus, they obviously messed something up the first time I sent it in or else I wouldn't be in this mess.
I will take a $** refund.
Also, I just had a similar situation happen with my husband's phone, which has a service plan from [redacted]. His screen was replaced, but his phone suddenly died. They sent a new phone the next day. It took one phone call, not multiple calls. It took about five minutes, not MONTHS on the phone with customer service reps who barely speak English.
Guess which company we'll be using going forward?
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]
Initial Business Response /* (1000, 5, 2015/09/17) */
We are sorry the consumer had issues with their device.
We always allow the option to the consumer of trying to do a repair locally and send us the receipt for the repair. In this case the unit was unable to be repaired by the local shop. In...
cases like that we do not reimburse for diagnostics that do not result in a repair. When the local repair shop deems the unit unable to be repaired we ask that the consumer send the unit to our repair facility so that we can evaluate the device. Sometimes we are able to have it repaired whereas a local shop does not have the resources that our repair depot has.
We are addressing the issue of consumer not getting contacted on the correct number we are reviewing our training and making sure our specialist put in proper notes.
Due to the poor response the consumer experienced and not having been given the correct information we are paying out the consumer and reimbursing them for the diagnostics.
We have contacted the consumer to make them aware of the payout and reimbursement.
Initial Business Response /* (1000, 5, 2015/12/30) */
We apologize for the issue the consumer experienced with their device.
The consumer has been contacted by phone and via email to resolve the complaint.
We are currently awaiting a response to move forward.
Initial Consumer Rebuttal /*...
(3000, 7, 2016/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A representative had call me late December after seeing my complaint asking to call back to resolve the issue. I have called them more than 10 times, leaving voice messages and my mumber to call me back so the issue can be resolve but they have not call back or respond to my voice messages.
Final Consumer Response /* (3000, 16, 2016/02/23) */
I haven't herd back from [redacted] about emailing me the new agreement we had discussed but I do see there is record of it on this website. The laptop will be shipped today. I will appreciate if I get a call telling me that Square Trade recieved the laptop and will mail me the check. Thsnk you.
Final Business Response /* (4000, 18, 2016/03/02) */
Our records indicate the consumer's device was delivered on 2/29/16. It is currently being audited and the consumer's payout will be released within 1 business day. The consumer has been emailed this information.
Initial Business Response /* (4000, 8, 2016/02/18) */
As stated by the consumer we are in the process of resolving this complaint.
Initial Consumer Rebuttal /* (4200, 10, 2016/02/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To date I still haven't...
heard a word from them, NOR the shipping label in the mail with the money owed.
Final Business Response /* (4000, 13, 2016/03/06) */
On 2/18/16 the consumer's claim was processed for payout and the payout is processed once we receive the device. We emailed the consumer the shipping label & included instructions on how to return the device for payout. The email has been resent to the consumer
Final Consumer Response /* (4200, 15, 2016/03/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I sstill have the device,they haven't sent me the shipping label yet.To date = NO SHOW, they're just dragging their feet in paying me,what they owe me.Lying to you that they sent it,when they haven't.
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.
I expect this check to be expedited to me and the merchant provide a tracking number.
If it is not received in a timely fashion, I will re-visit this claim.Sincerely, [redacted]
We are sorry for any issues the consumer had with their device.
We have reached out to the consumer to try and work on a resolution that is agreeable to all parties involved. Currently we are awaiting necessary documentation of repairs to come to a resolution. At this time we have sent another follow up email requesting the necessary documentation.
Initial Business Response /* (1000, 5, 2016/01/29) */
We apologize for the issue the consumer experienced. Our records indicate all three warranties have been uploaded to the consumer's account and the claim on their device has been approved.
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, 2015/06/18) */
We are sorry the consumer had an issue with the repair process. The facility repaired the laptop and returned it back to the consumer. Due to the frustration and delay, we refunded the warranty price in full.
Complaint: [redacted]I am rejecting this response because: The contract was breach of their warranty agreement. They lied about information in the service agreement. They were dishonest, and scammed me into asking me about my address. I did not agree to a lessor value television. They shipped me a television that was lessor value, and lessor quality. The service agreement stated, I would receive "no like" television or receive full payment. Once again, Squaretrade ripped me off and other consumers. I deserve to be treated with respect, and not ripped off by this company. I have a letter / service agreement from QVC, and also SquareTrade warranty service agreement. I will fax contract and service agreement. As soon as possible. I want the SAME VALUE as my TV, in the contract it states "NO LIKE" TV. Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because:
When purchasing the warranty I was given a brochure with information about the warranty and nowhere in the brochure does it have any information about this limited liability clause, as for the contrat, prior to purchase I was completely unable to view said contract Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/06/23) */
We are sorry the consumer is had problems with their device.
Upon reviewing the consumer's history we also feel that the device in not repairable. We are paying out the consumer the amount they paid for the unit and have increased the payout...
because the warranty that was sold to the consumer did not cover the full price of the device. This was no fault of the consumer and that is the reason we are covering the full price of the device.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/25) */
Hello,
I am in the process of resolving this with the company. I will respond again once everything is completly resolved.
Thank you
[redacted]
Final Consumer Response /* (2000, 9, 2015/06/30) */
Ms. [redacted],
I received payment on my claim from square trade and this matter is resolved to my satisfaction.
Thank-You
[redacted]
Complaint: [redacted]I am rejecting this response because: First, I have NOT received two checks from SquareTrade. I did receive one check for $** (the amount that I was charged when their first check bounced). I have deposited that check and will see what happens. I have NOT received a check for the actual amount of the repair -- which was $[redacted]. Perhaps that check is in the mail, but I have waited several additional days since the first check arrived and it has not arrived. Moreover, I would note that the explanation provided in SquareTrade's response varies substantially from what I was told on the telephone previously. It appears as though they are just engaging in bait and switch type techniques here.
I would also note that there is no response to the complaint about their inappropriately and without disclosure or permission recording customer phone calls.
Finally, I would note that I have gotten some rather strange emails from them recently claiming that they are unable to process payments for the insurance from me. Given that the payments are automatic and on a credit card that is not expired and which I have had no problems with, I am wondering exactly what games SquareTrade continues to play.
In any event, the primary complaint at this point is that they STILL have not paid the insured claim.
Sincerely,[redacted]
We are sorry the consumer had issues with their device.
As stated in out Terms and Conditions the plan begins on the day you purchased the item. The warranty length, in this case, is 2 years from that date. As our warranties are available for many different manufacturers we do not “adjust” our...
warranty period based on what the manufacturer offers. Also there are cases where the manufacturer does not cover the full cost of repair, i.e. parts and not labor or shipping costs to send the item in for repair. When that is the case the consumer can use the SquareTrade Warranty to cover those costs during the period that the manufacturer’s warranty is active.
Your statement is not correct. The company has not contacted me. They keep messing with me every time I contact them.
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. They gave me my money back and canceled my plan. I would not recommend this company to anybody.at least I got some of my money back.Sincerely, [redacted]
We apologize for any inconvenience that the consumer might have experienced during this process. As mentioned in our previous email this warranty was purchased incorrectly through a website that does not offer warranties for the consumer's device.While we apologize for the agents misinformation to the consumer it does not negate the fact that the warranty is invalid and therefore no claims can be processed as such. If the consumer would like a refund of his warranty cost we would be more than happy to oblige.
We apologize for the consumers experience and the inconveniences.Records indicate there were systematic issues when processing the claim which resulted in the delay of the consumer receiving the shipping kit to send in the unit for repairs. We have attempted to reach the consumer but were...
unsuccessful. We have sent an email with our resolution and will await their email back before proceeding.