We apologize to the consumer for the issues with repair.The consumer has been in contact with one of our Resolution Specialist. They have reached out to the consumer to discuss resolution options.
We are sorry for any confusion experienced during the claim process.There seems to be some confusion with how our warranty works. According to our service contract, "Coverage Term or Term: This is the years of coverage, varying from one (1) to five (5) year(s), You receive under this Protection Plan, starting on the Coverage Start Date which begins after any Waiting Period. The Protection Plan is inclusive of any US manufacturer's warranty that may exist during the Coverage Term. It does not replace the manufacturer's warranty, but provides certain additional benefits during the term of the manufacturer's warranty.". The warranty starts the day after the original item is purchased. Having the reseller or manufacturer exchange a product does not extend, lengthen, nor renew the contract. Currently, we would be unable to provide coverage on the expired warranty.
Complaint: [redacted]I am rejecting this response because:Square Trade called on [redacted], the person refused to give her name, just left a message to call and anyone will assist me. I called the company and the automated service was awful, I could not get to a customer service rep. I waited until after work and I called around, 6:00pm, and I was transferred twice. Finally I spoke with a rep Tyrique, he told me that he could not help me, and he did not know why I received a call. I explained the situation to him about the [redacted]. He informed me that I had to leave a contact number; which I did, I gave my name and my cell phone number and my work number. No reply as of todays date. Not happy with this company. Sincerely,[redacted]
We are sorry for any issues the consumer had with their device. After reviewing the consumers account they have received their device as well as a refund of the deductible to reflect the correct amount. Due to the issues the consumer had while processing their claim we have made a one...
time exception to refund the consumer the warranty cost.
Squaretrade appreciates the consumer's patience while this was investigated and apologizes for the trouble experienced with this repair.When this repair process exceeded our guarantee, we went ahead and processed a full refund to the consumer for the price of the warranty. We have also provided an...
additional check to compensate for a camera rental, and have agreed to provide the consumer a second check to extend his camera rental. As of our most recent update, we agreed to a compromise with the consumer that if the repair is not completed by a specific date and we would move the item to a separate resolution.
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 received checks refunding both the product, as well as a refund on the cost of the Square Trade warranty. Both my name and address were misspelled, but I am hopeful that my bank will still cash them.
However, I still have concerns that Square Trade operates in such a way as one has to report them to the [redacted] to get fair treatment. I will not purchase their product again, and would urge the [redacted] to keep close watch on their trade practices.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/11/19) */
We apologize the consumer experienced issues with their device.
It appears the check was resent on November 13th and should be received within 7-10 business days.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/24) */
Hello Revdex.com,
...
Thank you for your attention to this matter. Square Trade has once again stated they mailed a check, and its been 10 days since the date , Nov 13th, on which they say it was mailed. This is the 2nd time they said a check went out. I am inclined to consider them fraudulent. Please proceed with the next steps to insure they send us the money. It's so obvious the check never went out, as stated by them, as I receive all my other mail.
I have made them aware that I did not get the check yet, and that I will not let this rest until I do.
Thank you so much.
[redacted] (cell)
Final Business Response /* (4000, 9, 2015/11/25) */
The consumer's check was processed on November 13th, 2015. She was advised it will be deliver in 7-10 business days. As of today only 8 business days have passed. The consumer has been contacted to inform of the current timeline for reimbursement checks.
Initial Business Response /* (1000, 5, 2015/10/12) */
We apologize that the consumer had issues with their device.
We can not guarantee the availability of our inventory at a particular time. In this case the exact model was not available to the consumer.
To resolve this case we made a one...
time exception and refunded the consumer for the price of the warranty. As a courtesy we also reimbursed the consumer for shipping fees he paid with a separate retailer.
We contacted the customer and he is aware of the solution.
(The consumer indicated he/she DID NOT accept the response from the business.)As I stated before, I don't have any other documentation to provide you. The receipt I gave you is all I remember being given. Please issue full amount reimbursement for phone that I had to purchase under warranty. Thank you
We are sorry for any confusion experienced during the claim process.
Squaretrade makes every attempt to be transparent to our consumers by providing the warranty contract information not only via email after purchase but also on our website.
We detail the "Limit of Liability" in the...
service contract as, "The total amount that We will pay for repairs or replacement made in connection with all claims that You make pursuant to this Protection Plan shall not exceed the Coverage Amount. In the event that We make payments for repairs or replacements, which in the aggregate, are equal to the Coverage Amount, or if We provide a cash settlement reflecting the replacement cost of a new item of equal features and functionality, then We will have no further obligations under this Protection Plan.".
Since the cost of the chair was reimbursed, this has completed the warranty coverage.
We are sorry for any issues the consumer had with their device. After looking into the account we requested a copy of the receipt of purchase from the consumer. The consumer was informed that their item is still under manufacturer's warranty and was referred for service. At this...
point in time the consumer would need to contact the manufacture for a resolution. According to their warranty contract "The Protection Plan is inclusive of any US manufacturer’s warranty that may exist during the Coverage Term. It does not replace the manufacturer's warranty, but provides certain additional benefits during the term of the manufacturer's warranty."
Complaint: [redacted]I am rejecting this response because: At the time of purchasing plan, I submitted documentation showing that the phones was currently covered with [redacted], because that was the selling point for me. The price was cheaper than my carrier and the deductible was far less. However, when I went to use the plan, I had to resubmit documentation showing I had insurance on the phones.
I am currently on sick leave from my job, I had to go to [redacted], get a copy of the bill showing where the insurance was canceled after purchasing SquareTrade. Then go to [redacted], where then I discovered that I also had to purchase the packaging to overnight the phone.
SquareTrade if requiring the same documentation when submitting a claim, that is required to start the plan, the consumer should have been notified, then I would have scanned the documentation into my computer files. If I had known that packaging wasn't covered in the overnight payment that is paid by SquareTrade, I would have packaged the phone in packaging the phone was purchased in and wrapped it myself before going to [redacted]. I purchase the packaging at [redacted], because I was just tire of running around. To have to do this unnecessary running around, especially being sick, when all information could have been given at the time of purchase. Also when filing the claim SquareTrade could have informed the consumer that it would be their responsibility to ensure proper packaging of the phone for overnight shipping.
The selling point of SquareTrade is good in showing the difference of have their insurance versus the carrier, but they should also informed the consumer, that if submitting claim, documentation would have to resubmitted and packaging is not covered in their overnight process of mailing the phone.
Also not to debit credit card, when the claim has not been approved. I observed while submitting the claim, my deductible was charged to my credit card the same day; however I did not have an approved claim until two days later.
Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/08/05) */
We are sorry the consumer had issues with their device.
The warranty had expired just after the claim was filed. The system would not allow a refund based on the fact that the warranty had expired. It wasn't that the specialist refused to...
process the refund, it was that he did not have the tools available to them to process the refund. We have since enhanced our training so that the specialist better handle this situation.
The guarantee, however, is still active and the consumer is entitled to the refund. We have processed the refund and the consumer is aware of when he should receive the payment.
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 delays experienced during the claim process.
After reviewing the consumer's account it seems there were some issues receiving a copy of the purchase receipt. We have since received the required documentation and have processed the consumer's claim for the full...
We are sorry for any issues the consumer had with their device. Looking into the consumer's account, we were able to confirm both devices were sent back in the same package. Each device sent to the customer is sent with a prepaid shipping label to ensure the replacement device is...
connected to the correct claim. The consumer was initially refunded for the replacement phone as that was the label the consumer used to return both devices. We have processed a reimbursement for the core charge applied to the consumers account.
Initial Business Response /* (1000, 5, 2015/09/17) */
Hi [redacted],
Here is the approval email stating that we did approve the claim and the consumer will be paid out.
This is for complaint - XXXXXXXX
You can see it was approved the day before the complaint was filed.
We are sorry for any issues the consumer had with their device. Looking into the consumer's account, it appears there was an issue collecting their deductible to complete the claim process. We have made an exception to continue the claim process due to the issues the consumer has had...
submitting deductible. At this time a claim has been processed for the consumer.
We are sorry for any issue the consumer experienced with their device.
According to our records, the consumers address shows to be an undeliverable address by USPS. We requested an alternative address and the consumer responded and provided a business address. We do apologize for the...
delays as we had failed to acknowledge the email response. We will be reissuing the check to the corrected address. We will ensure to keep the consumer up to date as we resolve this concern.
We apologize to the consumer for the issues with repair.The consumer has been in contact with one of our Resolution Specialist. They have reached out to the consumer to discuss resolution options.
We are sorry for any confusion experienced during the claim process.There seems to be some confusion with how our warranty works. According to our service contract, "Coverage Term or Term: This is the years of coverage, varying from one (1) to five (5) year(s), You receive under this Protection Plan, starting on the Coverage Start Date which begins after any Waiting Period. The Protection Plan is inclusive of any US manufacturer's warranty that may exist during the Coverage Term. It does not replace the manufacturer's warranty, but provides certain additional benefits during the term of the manufacturer's warranty.". The warranty starts the day after the original item is purchased. Having the reseller or manufacturer exchange a product does not extend, lengthen, nor renew the contract. Currently, we would be unable to provide coverage on the expired warranty.
Complaint: [redacted]I am rejecting this response because:Square Trade called on [redacted], the person refused to give her name, just left a message to call and anyone will assist me. I called the company and the automated service was awful, I could not get to a customer service rep. I waited until after work and I called around, 6:00pm, and I was transferred twice. Finally I spoke with a rep Tyrique, he told me that he could not help me, and he did not know why I received a call. I explained the situation to him about the [redacted]. He informed me that I had to leave a contact number; which I did, I gave my name and my cell phone number and my work number. No reply as of todays date. Not happy with this company. Sincerely,[redacted]
We are sorry for any issues the consumer had with their device. After reviewing the consumers account they have received their device as well as a refund of the deductible to reflect the correct amount. Due to the issues the consumer had while processing their claim we have made a one...
time exception to refund the consumer the warranty cost.
Squaretrade appreciates the consumer's patience while this was investigated and apologizes for the trouble experienced with this repair.When this repair process exceeded our guarantee, we went ahead and processed a full refund to the consumer for the price of the warranty. We have also provided an...
additional check to compensate for a camera rental, and have agreed to provide the consumer a second check to extend his camera rental. As of our most recent update, we agreed to a compromise with the consumer that if the repair is not completed by a specific date and we would move the item to a separate resolution.
Final Consumer Response /* (2000, 5, 2015/08/05) */
SquareTrade contacted me to resolve the issue.
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 received checks refunding both the product, as well as a refund on the cost of the Square Trade warranty. Both my name and address were misspelled, but I am hopeful that my bank will still cash them.
However, I still have concerns that Square Trade operates in such a way as one has to report them to the [redacted] to get fair treatment. I will not purchase their product again, and would urge the [redacted] to keep close watch on their trade practices.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/11/19) */
We apologize the consumer experienced issues with their device.
It appears the check was resent on November 13th and should be received within 7-10 business days.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/24) */
Hello Revdex.com,
...
Thank you for your attention to this matter. Square Trade has once again stated they mailed a check, and its been 10 days since the date , Nov 13th, on which they say it was mailed. This is the 2nd time they said a check went out. I am inclined to consider them fraudulent. Please proceed with the next steps to insure they send us the money. It's so obvious the check never went out, as stated by them, as I receive all my other mail.
I have made them aware that I did not get the check yet, and that I will not let this rest until I do.
Thank you so much.
[redacted] (cell)
Final Business Response /* (4000, 9, 2015/11/25) */
The consumer's check was processed on November 13th, 2015. She was advised it will be deliver in 7-10 business days. As of today only 8 business days have passed. The consumer has been contacted to inform of the current timeline for reimbursement checks.
Initial Business Response /* (1000, 5, 2015/10/12) */
We apologize that the consumer had issues with their device.
We can not guarantee the availability of our inventory at a particular time. In this case the exact model was not available to the consumer.
To resolve this case we made a one...
time exception and refunded the consumer for the price of the warranty. As a courtesy we also reimbursed the consumer for shipping fees he paid with a separate retailer.
We contacted the customer and he is aware of the solution.
(The consumer indicated he/she DID NOT accept the response from the business.)As I stated before, I don't have any other documentation to provide you. The receipt I gave you is all I remember being given. Please issue full amount reimbursement for phone that I had to purchase under warranty. Thank you
We are sorry for any confusion experienced during the claim process.
Squaretrade makes every attempt to be transparent to our consumers by providing the warranty contract information not only via email after purchase but also on our website.
We detail the "Limit of Liability" in the...
service contract as, "The total amount that We will pay for repairs or replacement made in connection with all claims that You make pursuant to this Protection Plan shall not exceed the Coverage Amount. In the event that We make payments for repairs or replacements, which in the aggregate, are equal to the Coverage Amount, or if We provide a cash settlement reflecting the replacement cost of a new item of equal features and functionality, then We will have no further obligations under this Protection Plan.".
Since the cost of the chair was reimbursed, this has completed the warranty coverage.
We are sorry for any issues the consumer had with their device. After looking into the account we requested a copy of the receipt of purchase from the consumer. The consumer was informed that their item is still under manufacturer's warranty and was referred for service. At this...
point in time the consumer would need to contact the manufacture for a resolution. According to their warranty contract "The Protection Plan is inclusive of any US manufacturer’s warranty that may exist during the Coverage Term. It does not replace the manufacturer's warranty, but provides certain additional benefits during the term of the manufacturer's warranty."
Complaint: [redacted]I am rejecting this response because: At the time of purchasing plan, I submitted documentation showing that the phones was currently covered with [redacted], because that was the selling point for me. The price was cheaper than my carrier and the deductible was far less. However, when I went to use the plan, I had to resubmit documentation showing I had insurance on the phones.
I am currently on sick leave from my job, I had to go to [redacted], get a copy of the bill showing where the insurance was canceled after purchasing SquareTrade. Then go to [redacted], where then I discovered that I also had to purchase the packaging to overnight the phone.
SquareTrade if requiring the same documentation when submitting a claim, that is required to start the plan, the consumer should have been notified, then I would have scanned the documentation into my computer files. If I had known that packaging wasn't covered in the overnight payment that is paid by SquareTrade, I would have packaged the phone in packaging the phone was purchased in and wrapped it myself before going to [redacted]. I purchase the packaging at [redacted], because I was just tire of running around. To have to do this unnecessary running around, especially being sick, when all information could have been given at the time of purchase. Also when filing the claim SquareTrade could have informed the consumer that it would be their responsibility to ensure proper packaging of the phone for overnight shipping.
The selling point of SquareTrade is good in showing the difference of have their insurance versus the carrier, but they should also informed the consumer, that if submitting claim, documentation would have to resubmitted and packaging is not covered in their overnight process of mailing the phone.
Also not to debit credit card, when the claim has not been approved. I observed while submitting the claim, my deductible was charged to my credit card the same day; however I did not have an approved claim until two days later.
Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/08/05) */
We are sorry the consumer had issues with their device.
The warranty had expired just after the claim was filed. The system would not allow a refund based on the fact that the warranty had expired. It wasn't that the specialist refused to...
process the refund, it was that he did not have the tools available to them to process the refund. We have since enhanced our training so that the specialist better handle this situation.
The guarantee, however, is still active and the consumer is entitled to the refund. We have processed the refund and the consumer is aware of when he should receive the payment.
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 delays experienced during the claim process.
After reviewing the consumer's account it seems there were some issues receiving a copy of the purchase receipt. We have since received the required documentation and have processed the consumer's claim for the full...
reimbursement amount of the device.
We are sorry for any issues the consumer had with their device. Looking into the consumer's account, we were able to confirm both devices were sent back in the same package. Each device sent to the customer is sent with a prepaid shipping label to ensure the replacement device is...
connected to the correct claim. The consumer was initially refunded for the replacement phone as that was the label the consumer used to return both devices. We have processed a reimbursement for the core charge applied to the consumers account.
Initial Business Response /* (1000, 5, 2015/09/17) */
Hi [redacted],
Here is the approval email stating that we did approve the claim and the consumer will be paid out.
This is for complaint - XXXXXXXX
You can see it was approved the day before the complaint was filed.
We are sorry for any issues the consumer had with their device. Looking into the consumer's account, it appears there was an issue collecting their deductible to complete the claim process. We have made an exception to continue the claim process due to the issues the consumer has had...
submitting deductible. At this time a claim has been processed for the consumer.
We are sorry for any issue the consumer experienced with their device.
According to our records, the consumers address shows to be an undeliverable address by USPS. We requested an alternative address and the consumer responded and provided a business address. We do apologize for the...
delays as we had failed to acknowledge the email response. We will be reissuing the check to the corrected address. We will ensure to keep the consumer up to date as we resolve this concern.