Initial Business Response /* (1000, 5, 2016/01/21) */
We apologize for the issue the consumer experienced with their device. Per Terms & Conditions "we will service the consumer's product 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." In this case we have chosen to have the consumer's device repaired & we will reimburse for fees to repair the device.
As this in regard to a previous complaint below is the original response"We are sorry the consumer had issues with their device.As stated in out Terms and Conditions, "at Our discretion We will either:A. Repair Your Product, or;B. 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;C. Replace Your Product with a product of like, kind, quality and functionality."Nowhere in our contract does it state that we will provide an upgraded phone.We have approved the claim for the consumer to go to Apple and have Apple perform an outside of warranty repair. They would take the consumer's old phone, charge the consumer a flat fee and provide the consumer with a refurbished replacement. We would reimburse consumer for that service, minus the charge to file the claim. We also offered a full payout so the consumer can purchase a replacement phone. The amount that we would payout is the price it would cost to purchase a replacement phone of the same model that the consumer currently has. If we provide a full payout the warranty will be completed.We were unable to find any of the recorded calls and have requested from the consumer another phone number that perhaps he called from to help us in our search for those calls."Please respond to the original response.
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, Jordan [redacted]
Complaint: [redacted]I am rejecting this response because: I'd like proof of the conversation because he NEVER told me I had to call back to submit the claim!! I waited because he said I'd "probably get a check in the mail." I have that written in quotes on my note from him. I want my money back for this contract!Sincerely,[redacted]
this was not the case. There was a promotion for gifts that was emailed from. Squareteade.
it stated no receipt needed I have emailed squreteade a copy of the email.Complaint:[redacted]I am rejecting this response because:Sincerely,[redacted]
We apologize for any inconvenience that the consumer might have experienced during this process.
The consumer called in on 8/31/2016 to file a claim. During the phone call the consumer was informed that in order to proceed with the claim a valid proof of purchase would need to be submitted. The...
customer was also advised to call us back once the proof of purchase was submitted so that we could continue to assist them with the claim.
The consumer did not call back to follow up with us until 2/7/2018, almost 1 year and a half after the claim was filed. The claims that are submitted have a 90 day life until the claim is automatically closed. Also the proof of purchase that was uploaded was invalid as it was not itemized.
In conclusion this claim is close to a 1 year and a half old and both the claim and warranty have expired since then. At this juncture we unfortunately are not able to assist the consumer.
Initial Business Response /* (1000, 5, 2015/06/16) */
We are sorry the consumer had issues with their device. There are two types of coverage offered for this type of item. The first is named "Standard" which covers mechanical failure but not damage. The second type of warranty is named "Accidental...
Damage from Handling (ADH)" which covers everything under the "Standard" contract plus accidents and damage. Unfortunately, the consumer was attempting to file a damage claim and cited a portion of the general contract that did not pertain to his specific coverage. Due to the confusion, SquareTrade would like to make the exception and take care of this case. We attempted to contact the consumer a couple of times and just waiting to hear back.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I checked my voicemail and I do not have a response. I have received several emails from them PRIOR to the incident when I was trying to get my tablet fixed for the last 3 weeks. This is simply FALSE ADVERTISING. I don't have any voice mails from them and THEY KNOW that they can reach me via email as I stated earlier(which they have done SEVERAL times in the past). It seems like they just want to make it look like there care, when in reality the only thing that they care about is STEALING people's money with FALSE Advertising.
Final Business Response /* (4000, 9, 2015/06/23) */
We are sorry the consumer had issues with their device.
We have been trying to contact the customer by calling the number we have on file. That number is probably incorrect as the consumer has not received any of our messages. We will email the consumer to let them know that we are going to make an exception and pay them out.
Initial Business Response /* (1000, 5, 2016/01/29) */
We apologize for the issue the consumer experienced. This is a duplicate complaint filed by the consumer. As stated in the fist complaint, " Our records indicate the consumer sent their device in twice to be repaired. On the second repair the...
device failed the audit due to a complete different serial number on the device. The consumer's claim was denied due to misrepresentation and the device was shipped back to the consumer. We have cancelled the warranty and refunded the consumer for the full amount."
Initial Consumer Rebuttal /* (2000, 7, 2016/02/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We are sorry the consumer had issues with receiving their reimbursement.
We do have a guarantee where we would refund the cost of the warranty if we do not complete a repair within 5 days of when we receive the device for repair at our repair depot. For some reason the refund was not processed...
and we had to reprocess it. This is what caused the delay.
We have spoken to the consumer and they have received the refund.
My warranty contract states (Terms and Condition), (Service Agreement). In this service contract, I would receive incredible service that includes in home service for large items and no "like model" replacement. The service covers 100% of parts and labor, with no deductibles. And if item cant be...
repaired, the full item price will be paid out to me. Square Trade replace the LG TV for a lesser value LG TV, the quality of the TV is not high quality, and does not have the specification or features of my warranty TV that I purchased.
How can this be resolve, I would like a new replace TV, not refurbished, no like model as it states in warranty (Service Agreement), but a new LG TV with the same value, and high quality features and specification as the one I purchased, or full item price paid out to me, as it states in the warranty (Service Agreement).
Complaint: [redacted]I am rejecting this response because: I already sent this response before..I DID respond to Square Trade's request for additional information. They called AND emailed and I send the requested info via email. If for whatever reason they did not reason MY response to THEIR email, they need to contact me again!! This is ridiculous and sounds like evasion on Square Trade's part!!Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2016/01/22) */
We apologize for the issue the consumer experienced. An internal glitch caused the delay with uploading the warranty. The glitch has been resolved and the warranty should be uploaded with 2-4 business days. For the inconvenience the consumer...
experienced we will refund the warranty & still provide coverage for the warranty period.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After making my complaint, I was immediately contacted by Squaretrade. They promptly apologized, and they honorably offered to honor the warranty for no charge to me.
This company has more than exceeded my expectations, and I look forward to doing business with them again.
[redacted]
We apologize for any inconvenience the consumer experienced with filing a claim. We have reached out to the consumer and offered an alternative resolution. We hope this proves to be a good resolution and appreciate his patience while we worked to resolve this.
We are sorry for any issues the consumer experienced with their device.
According to our records, the repairs were delayed due to part availability. We show that due to the increase in time to complete the repairs, an exception has been made to proceed with the reimbursement of the device. We...
show that the deductible and warranty costs have also been refunded due to the delays. We appreciate the consumer for bringing this to our attention and hope their concerns are have been addressed
Initial Business Response /* (1000, 5, 2015/11/11) */
We apologize the consumer has issues with their device. The consumer has been contacted and their complaint resolved.
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, William [redacted]
Initial Business Response /* (1000, 5, 2015/07/01) */
We are sorry the consumer did receive the payment as promised.
We do not know why the payment was delayed. We have processed a check to be sent and according to the tracking number the check was delivered July 1.
Initial Consumer Rebuttal...
/* (2000, 7, 2015/07/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Received the payment. Thank you.
When the consumer reached out to us in March of last year to determine why his claim was on hold, we explained at that time that the receipt was not on file and this was required to move forward. We understand the consumer feels a different issue to be the cause of the delay, and we apologize for any miscommunication.
Once the proof of purchase was provided in December, the claim was approved after a brief verification process. Though we understand the consumer is frustrated with the delay, we would have no alternative resolutions at this time beyond the mail in repair the consumer is already approved for. Being that we have offered and a claim and are currently awaiting to receive the device so we can repair it, we are meeting our obligations beneath this plan.
Initial Business Response /* (1000, 5, 2016/01/21) */
We apologize for the issue the consumer experienced with their device. Per Terms & Conditions "we will service the consumer's product 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." In this case we have chosen to have the consumer's device repaired & we will reimburse for fees to repair the device.
As this in regard to a previous complaint below is the original response"We are sorry the consumer had issues with their device.As stated in out Terms and Conditions, "at Our discretion We will either:A. Repair Your Product, or;B. 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;C. Replace Your Product with a product of like, kind, quality and functionality."Nowhere in our contract does it state that we will provide an upgraded phone.We have approved the claim for the consumer to go to Apple and have Apple perform an outside of warranty repair. They would take the consumer's old phone, charge the consumer a flat fee and provide the consumer with a refurbished replacement. We would reimburse consumer for that service, minus the charge to file the claim. We also offered a full payout so the consumer can purchase a replacement phone. The amount that we would payout is the price it would cost to purchase a replacement phone of the same model that the consumer currently has. If we provide a full payout the warranty will be completed.We were unable to find any of the recorded calls and have requested from the consumer another phone number that perhaps he called from to help us in our search for those calls."Please respond to the original response.
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, Jordan [redacted]
Complaint: [redacted]I am rejecting this response because: I'd like proof of the conversation because he NEVER told me I had to call back to submit the claim!! I waited because he said I'd "probably get a check in the mail." I have that written in quotes on my note from him. I want my money back for this contract!Sincerely,[redacted]
this was not the case. There was a promotion for gifts that was emailed from. Squareteade.
it stated no receipt needed I have emailed squreteade a copy of the email.Complaint:[redacted]I am rejecting this response because:Sincerely,[redacted]
Complaint:[redacted]I am rejecting this response because of the misrepresention of the company.Sincerely,[redacted]
We have spoke with the consumer and the issue reported has been resolved.
We apologize for any inconvenience that the consumer might have experienced during this process.
The consumer called in on 8/31/2016 to file a claim. During the phone call the consumer was informed that in order to proceed with the claim a valid proof of purchase would need to be submitted. The...
customer was also advised to call us back once the proof of purchase was submitted so that we could continue to assist them with the claim.
The consumer did not call back to follow up with us until 2/7/2018, almost 1 year and a half after the claim was filed. The claims that are submitted have a 90 day life until the claim is automatically closed. Also the proof of purchase that was uploaded was invalid as it was not itemized.
In conclusion this claim is close to a 1 year and a half old and both the claim and warranty have expired since then. At this juncture we unfortunately are not able to assist the consumer.
Initial Business Response /* (1000, 5, 2015/06/16) */
We are sorry the consumer had issues with their device. There are two types of coverage offered for this type of item. The first is named "Standard" which covers mechanical failure but not damage. The second type of warranty is named "Accidental...
Damage from Handling (ADH)" which covers everything under the "Standard" contract plus accidents and damage. Unfortunately, the consumer was attempting to file a damage claim and cited a portion of the general contract that did not pertain to his specific coverage. Due to the confusion, SquareTrade would like to make the exception and take care of this case. We attempted to contact the consumer a couple of times and just waiting to hear back.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I checked my voicemail and I do not have a response. I have received several emails from them PRIOR to the incident when I was trying to get my tablet fixed for the last 3 weeks. This is simply FALSE ADVERTISING. I don't have any voice mails from them and THEY KNOW that they can reach me via email as I stated earlier(which they have done SEVERAL times in the past). It seems like they just want to make it look like there care, when in reality the only thing that they care about is STEALING people's money with FALSE Advertising.
Final Business Response /* (4000, 9, 2015/06/23) */
We are sorry the consumer had issues with their device.
We have been trying to contact the customer by calling the number we have on file. That number is probably incorrect as the consumer has not received any of our messages. We will email the consumer to let them know that we are going to make an exception and pay them out.
Initial Business Response /* (1000, 5, 2016/01/29) */
We apologize for the issue the consumer experienced. This is a duplicate complaint filed by the consumer. As stated in the fist complaint, " Our records indicate the consumer sent their device in twice to be repaired. On the second repair the...
device failed the audit due to a complete different serial number on the device. The consumer's claim was denied due to misrepresentation and the device was shipped back to the consumer. We have cancelled the warranty and refunded the consumer for the full amount."
Initial Consumer Rebuttal /* (2000, 7, 2016/02/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We are sorry the consumer had issues with receiving their reimbursement.
We do have a guarantee where we would refund the cost of the warranty if we do not complete a repair within 5 days of when we receive the device for repair at our repair depot. For some reason the refund was not processed...
and we had to reprocess it. This is what caused the delay.
We have spoken to the consumer and they have received the refund.
My warranty contract states (Terms and Condition), (Service Agreement). In this service contract, I would receive incredible service that includes in home service for large items and no "like model" replacement. The service covers 100% of parts and labor, with no deductibles. And if item cant be...
repaired, the full item price will be paid out to me. Square Trade replace the LG TV for a lesser value LG TV, the quality of the TV is not high quality, and does not have the specification or features of my warranty TV that I purchased.
How can this be resolve, I would like a new replace TV, not refurbished, no like model as it states in warranty (Service Agreement), but a new LG TV with the same value, and high quality features and specification as the one I purchased, or full item price paid out to me, as it states in the warranty (Service Agreement).
Complaint: [redacted]I am rejecting this response because: I already sent this response before..I DID respond to Square Trade's request for additional information. They called AND emailed and I send the requested info via email. If for whatever reason they did not reason MY response to THEIR email, they need to contact me again!! This is ridiculous and sounds like evasion on Square Trade's part!!Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2016/01/22) */
We apologize for the issue the consumer experienced. An internal glitch caused the delay with uploading the warranty. The glitch has been resolved and the warranty should be uploaded with 2-4 business days. For the inconvenience the consumer...
experienced we will refund the warranty & still provide coverage for the warranty period.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After making my complaint, I was immediately contacted by Squaretrade. They promptly apologized, and they honorably offered to honor the warranty for no charge to me.
This company has more than exceeded my expectations, and I look forward to doing business with them again.
[redacted]
We apologize for any inconvenience the consumer experienced with filing a claim. We have reached out to the consumer and offered an alternative resolution. We hope this proves to be a good resolution and appreciate his patience while we worked to resolve this.
We are sorry for any issues the consumer experienced with their device.
According to our records, the repairs were delayed due to part availability. We show that due to the increase in time to complete the repairs, an exception has been made to proceed with the reimbursement of the device. We...
show that the deductible and warranty costs have also been refunded due to the delays. We appreciate the consumer for bringing this to our attention and hope their concerns are have been addressed
Initial Business Response /* (1000, 5, 2015/11/11) */
We apologize the consumer has issues with their device. The consumer has been contacted and their complaint resolved.
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, William [redacted]
Initial Business Response /* (1000, 5, 2015/07/01) */
We are sorry the consumer did receive the payment as promised.
We do not know why the payment was delayed. We have processed a check to be sent and according to the tracking number the check was delivered July 1.
Initial Consumer Rebuttal...
/* (2000, 7, 2015/07/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Received the payment. Thank you.
When the consumer reached out to us in March of last year to determine why his claim was on hold, we explained at that time that the receipt was not on file and this was required to move forward. We understand the consumer feels a different issue to be the cause of the delay, and we apologize for any miscommunication.
Once the proof of purchase was provided in December, the claim was approved after a brief verification process. Though we understand the consumer is frustrated with the delay, we would have no alternative resolutions at this time beyond the mail in repair the consumer is already approved for. Being that we have offered and a claim and are currently awaiting to receive the device so we can repair it, we are meeting our obligations beneath this plan.