We apologize to the consumer on the delayOne of our Floor supervisors has already reached out to the consumer. They provided the consumer with an one-time exception to move forward with the reimbursement before receiving the device.
Unfortunately, this "Defect" is not covered by our warranty nor by the manufacturers', this is why all claims have been denied and the warranty canceled. As previously stated, we are unable to provide assistance with the TV or warranty moving forward.
We are sorry for any confusion experienced during the claim process.
We show that the delay was due to pending purchase documentation. In order to allow for a repair to be completed, we require all proof of purchase information submitted beforehand. A manager has spoken to the consumer and...
collected the necessary documentation to proceed with the claim. A reimbursement check has been processed on [redacted] and is en route if not already received by the consumer.
Initial Business Response /* (1000, 5, 2015/06/22) */
We are sorry the consumer had issues with their device.
We we try to diagnose issues with the consumer to see if we can resolve them and get the correct parts on order so that the repair can take place much quicker. The consumer did not feel...
comfortable enough to try the diagnosis so we processed the claim. Our brochure does state that we will provide service within 24 hours, if available.
There was an issue with trying to get our repair person to arrange for a service call. In the time of that delay the consumer purchased a replacement TV.
We have agreed to pay the consumer what they paid for the replacement TV because of the bad service they had with us. We are in contact with the consumer to ensure the payment is made.
We at Squaretrade apologize for any difficulty regarding this consumer's claim.
Whenever Squaretrade files a claim on a television our agents must ensure that there is no physical or accidental damage to the device. This is because our television warranties do not offer coverage against these...
types of issues. If our agents were rude to the consumer we greatly apologize, as our intention at Squaretrade is to provide professional and courteous customer service. When this consumer's claim was filed we requested images to verify the issue, and once these were received there were signs of cracks and spots to the screen display. Though this damage may be internal it would still be considered physical damage.
Unfortunately we do not offer coverage against physical damage, and due to this we would be unable to approve a claim for this item.
The consumer filed a claim with us in November [redacted] complaining that the device would not hold a charge. We completed his claim by replacing the charging port in his device on December 7 [redacted]. Almost a year later Oct [redacted] the consumer returned the device with physical damage and other malfunctioning...
issues including the device no longer holding a charge. We again repaired the device replacing several components and confirmed 100% functionality. At this point the consumer had exhausted his limit of liability for this device and his warranty completed. The consumer returned the device for a subsequent repair within 30 days of his last claim. We do offer a 30 guarantee for all repairs so we covered this repair under our guarantee. We have had no further contact with this consumer until June [redacted] which is more than 6 months since his last repair. We have provided the consumer with the best possible coverage under our warranty. The consumers coverage at this point is completed and we are unable provide any additional service.
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 issue's the consumer has had with their device. Looking into the customer's account, a replacement device was sent out and returned twice due to an non-deliverable address. We have updated the customer's shipping address with our depot for the replacement to be...
delivered to customer's home. The customer has also been reimbursed for their warranty cost.
Complaint: [redacted]
I am rejecting this response because: The company has sent me several conflicting emails. I've received email surveys inquiring about my recent conversations with several people, and there were no contacts made prior to those emails. The last phone conversation I had with one of their representatives the last week of June, I was told that they would be sending me the replacement amount for television, being the offered replacement was not comparable to the original television. I agreed to accept the replacement amount, which they stated it was estimated at $1100, and my television's cost was $2500. The next day, I received an email asking for me to send a receipt (which both myself and [redacted] has already provided), followed by another email survey about another conversation that NEVER occurred. [redacted] management team has also communicated with Squaretrade in attempts to resolving this issue.
Sincerely,
[redacted]
We are sorry for any issues the consumer had with their device. The consumer contacted SquareTrade to file a claim on their device after their warranty coverage ended. In order for have a claim filed on their device the consumer must report the issue before the warranty end date. Due...
to the consumer reporting the issue with their device after their coverage end date, SquareTrade will not be able to provide assistance.
Complaint: [redacted]I am rejecting this response because: I just spoke with a manager in the claims department, Lakin, who stated that the check was only cut on January 12th and at that point it is sent out from the east coast and SquareTrade has no way of tracking it. So basically when you replied to Revdex.com you still had not processed the payment and it was not sent in the regular mail either.
That would be the 10th and final time I will accept bad and wrong information from your company. Your warranty process states 5 business days and this has now gone on since Dec 22. I have been told that the check was sent out the week of the 2nd and that would be 10 business days that have gone by and I still have not received the check. So according to me, you are once again giving bad and wrong information and no one has any idea of where the check is, not to mention, the email I got from Resolution Specialist Emmanuel on January 8th stating the check was sent is wrong information as well as the email I received on January 10th telling me the check had been sent.
It is no wonder your Revdex.com rating as well as ratings on all different sites are bad. I will not ever purchase a warranty through SquareTrade again.
Sincerely,Kathlyn[redacted]
Initial Business Response /* (1000, 5, 2015/09/28) */
We are sorry the consumer had issues with receiving their reimbursement.
For no apparent reason there was a delay in the processing on this payment. We have expedited the reimbursement and the consumer should receive their reimbursement by...
September 29.
We have contacted the consumer to let them know when they should expect the reimbursement.
Initial Business Response /* (1000, 5, 2015/06/30) */
We are sorry the consumer had issues with their device.
The claim should have been processed. We don't know why it was not approved and are reviewing the process to confirm that this does not happen again.
We have approved the claim and the...
consumer should receive their phone in the next 2 - 3 days.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We filed our case with Square Trade on May 23, 2015. Thanks to the intervention of the Revdex.com, we finally received a replacement phone on July 9, 2015! The response to our complaint filed with the Revdex.com was not from Square Trade, but from Consumer Cellular. We bought the phone from Consumer Cellular and paid them the monthly warranty. I got stuck on hold for 59 minutes waiting for a rep. at Consumer Cellular to activate the replacement phone once we got it. Keep in mind that we had to go through all this drama for an $80 phone. We did not get any sort of reimbursement for the monthly insurance fees or the 59 minutes spent on hold which would have been nice. At this point it is not worth haggling over and we consider the case closed, all thanks to the Revdex.com.
Initial Business Response /* (1000, 5, 2015/08/05) */
We are sorry the consumer had issues with their device.
We do not have warranties that protect against accidental damage on certain devices. Most of them are devices that are not portable. An oven is not considered portable so this warranty...
would not have accidental damage. In any case we would not approve a claim if damage is purposely done. For these reasons there was a delay in the processing of this claim.
Our specialist handled the claim improperly, most likely due to misunderstanding. We are addressing this in our training. The technician never said the damage was done on purpose. To further show that the consumer's report of the issue was due to a manufacturing defect the lock on the oven door (the one that engages when the oven is in self-cleaning mode) is still engaged.
We have approved the payout of this claim and the refund of the warranty due to the poor customer service the consumer experienced.
We have contacted the consumer to let them know of the payout.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have "approved" payout and I was promised a refund for my original warranty, but the only problem is that I have not received the money yet. I called again days ago and was promised a call back, but have yet to receive it. It seems this company is making promises it can not keep. It has been 2 weeks. The sad part is thus company has potential to be a great company if they would just do as they say they will do, but that seems to be a problem.
Final Business Response /* (4000, 9, 2015/08/24) */
Spoke to the consumer and they received the payment on 8/21
Final Consumer Response /* (2000, 11, 2015/08/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company did give me 2 checks. I just hate the fact that it took a month to get resolved. I would buy another warranty with this company but I would take good notes.
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 sincerely appreciate the response from Squaretrade and am grateful for their willingness to understand the circumstances surrounding my claim. I am happy to say that I will continue to remain a customer of theirs in the future.
Sincerely, [redacted]
We have reached out to the consumer and agreed to resolution both parties agreed to be satisfactory. We appreciate the consumer's patience while we worked to resolve this.
Initial Business Response /* (1000, 5, 2016/01/05) */
We apologize for the issue the consumer experienced. The consumer has been contacted by a resolution specialist to resolve this matter. We are awaiting the proof of purchase to verify the transaction and move forward with the consumer's...
claim.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As written in my previous report , I have sent three copies of the receipt and was told by an employee that he had seen it. I sent another copy of the receipt on 01/06/2016 and it has yet to show up in my Square Trade account. Nothing has changed from the original complaint except for the fact that I have sent yet another complaint and have not received my warranty. If you need copies of the emails I have sent with the copy of the receipts, please let me know. I will be [redacted] to send my proof in to the Revdex.com.
Final Business Response /* (4000, 9, 2016/01/14) */
The consumer responded by providing a receipt for the purchase of the device but not the purchase of the warranty. At this time we require proof of the warranty in order to move forward with filing a claim.
Final Consumer Response /* (2000, 11, 2016/01/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Sam's Club told me that Square Trade owns my warranty and this is not true. Please remove my complaint against Square Trade. My apologies to Square Trade
Initial Business Response /* (1000, 6, 2015/06/22) */
We are sorry the consumer had issues with their device.
The consumer experienced a number of issues with the way the repair was performed and the repeated failure of the device. We are working to correct these the repairs were done.
The...
consumer has received the reimbursement of the device and is still waiting for the reimbursement of the repair that they paid for. We have processed a check and it will be sent overnight. The consumer should receive the payment by June 26.
We have contacted the consumer and made them aware that the check has been processed.
Initial Consumer Rebuttal /* (2000, 8, 2015/06/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It took 2 days and a total of 2 hours sitting on hold to finally get a hold of a supervisor to explain my situation. With the help of the Revdex.com I finally received my reimbursement. Thank you.
Complaint: [redacted]I am rejecting this response because: A copy Of the receipt showing the purchased policy was provided to the company and rejected. Additionally, it does not make sense how I can be billed for a warranty they cannot locate AFTER I called them to file a claim. It is not my responsibility as the consumer to help them locate a warranty that I purchased outright, especially if my proof of purchase does not suffice.
Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/12/28) */
We apologize for the issue the consumer experienced. Our records indicate this complaint is currently being resolved by an resolution specialist. The consumer has been contacted and will reach out to us if there are any additional concerns.
We apologize to the consumer on the delayOne of our Floor supervisors has already reached out to the consumer. They provided the consumer with an one-time exception to move forward with the reimbursement before receiving the device.
Unfortunately, this "Defect" is not covered by our warranty nor by the manufacturers', this is why all claims have been denied and the warranty canceled. As previously stated, we are unable to provide assistance with the TV or warranty moving forward.
We are sorry for any confusion experienced during the claim process.
We show that the delay was due to pending purchase documentation. In order to allow for a repair to be completed, we require all proof of purchase information submitted beforehand. A manager has spoken to the consumer and...
collected the necessary documentation to proceed with the claim. A reimbursement check has been processed on [redacted] and is en route if not already received by the consumer.
Initial Business Response /* (1000, 5, 2015/06/22) */
We are sorry the consumer had issues with their device.
We we try to diagnose issues with the consumer to see if we can resolve them and get the correct parts on order so that the repair can take place much quicker. The consumer did not feel...
comfortable enough to try the diagnosis so we processed the claim. Our brochure does state that we will provide service within 24 hours, if available.
There was an issue with trying to get our repair person to arrange for a service call. In the time of that delay the consumer purchased a replacement TV.
We have agreed to pay the consumer what they paid for the replacement TV because of the bad service they had with us. We are in contact with the consumer to ensure the payment is made.
We at Squaretrade apologize for any difficulty regarding this consumer's claim.
Whenever Squaretrade files a claim on a television our agents must ensure that there is no physical or accidental damage to the device. This is because our television warranties do not offer coverage against these...
types of issues. If our agents were rude to the consumer we greatly apologize, as our intention at Squaretrade is to provide professional and courteous customer service. When this consumer's claim was filed we requested images to verify the issue, and once these were received there were signs of cracks and spots to the screen display. Though this damage may be internal it would still be considered physical damage.
Unfortunately we do not offer coverage against physical damage, and due to this we would be unable to approve a claim for this item.
The consumer filed a claim with us in November [redacted] complaining that the device would not hold a charge. We completed his claim by replacing the charging port in his device on December 7 [redacted]. Almost a year later Oct [redacted] the consumer returned the device with physical damage and other malfunctioning...
issues including the device no longer holding a charge. We again repaired the device replacing several components and confirmed 100% functionality. At this point the consumer had exhausted his limit of liability for this device and his warranty completed. The consumer returned the device for a subsequent repair within 30 days of his last claim. We do offer a 30 guarantee for all repairs so we covered this repair under our guarantee. We have had no further contact with this consumer until June [redacted] which is more than 6 months since his last repair. We have provided the consumer with the best possible coverage under our warranty. The consumers coverage at this point is completed and we are unable provide any additional service.
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 issue's the consumer has had with their device. Looking into the customer's account, a replacement device was sent out and returned twice due to an non-deliverable address. We have updated the customer's shipping address with our depot for the replacement to be...
delivered to customer's home. The customer has also been reimbursed for their warranty cost.
Complaint: [redacted]
I am rejecting this response because: The company has sent me several conflicting emails. I've received email surveys inquiring about my recent conversations with several people, and there were no contacts made prior to those emails. The last phone conversation I had with one of their representatives the last week of June, I was told that they would be sending me the replacement amount for television, being the offered replacement was not comparable to the original television. I agreed to accept the replacement amount, which they stated it was estimated at $1100, and my television's cost was $2500. The next day, I received an email asking for me to send a receipt (which both myself and [redacted] has already provided), followed by another email survey about another conversation that NEVER occurred. [redacted] management team has also communicated with Squaretrade in attempts to resolving this issue.
Sincerely,
[redacted]
We are sorry for any issues the consumer had with their device. The consumer contacted SquareTrade to file a claim on their device after their warranty coverage ended. In order for have a claim filed on their device the consumer must report the issue before the warranty end date. Due...
to the consumer reporting the issue with their device after their coverage end date, SquareTrade will not be able to provide assistance.
Complaint: [redacted]I am rejecting this response because: I just spoke with a manager in the claims department, Lakin, who stated that the check was only cut on January 12th and at that point it is sent out from the east coast and SquareTrade has no way of tracking it. So basically when you replied to Revdex.com you still had not processed the payment and it was not sent in the regular mail either.
That would be the 10th and final time I will accept bad and wrong information from your company. Your warranty process states 5 business days and this has now gone on since Dec 22. I have been told that the check was sent out the week of the 2nd and that would be 10 business days that have gone by and I still have not received the check. So according to me, you are once again giving bad and wrong information and no one has any idea of where the check is, not to mention, the email I got from Resolution Specialist Emmanuel on January 8th stating the check was sent is wrong information as well as the email I received on January 10th telling me the check had been sent.
It is no wonder your Revdex.com rating as well as ratings on all different sites are bad. I will not ever purchase a warranty through SquareTrade again.
Sincerely,Kathlyn[redacted]
Initial Business Response /* (1000, 5, 2015/09/28) */
We are sorry the consumer had issues with receiving their reimbursement.
For no apparent reason there was a delay in the processing on this payment. We have expedited the reimbursement and the consumer should receive their reimbursement by...
September 29.
We have contacted the consumer to let them know when they should expect the reimbursement.
Initial Business Response /* (1000, 5, 2015/06/30) */
We are sorry the consumer had issues with their device.
The claim should have been processed. We don't know why it was not approved and are reviewing the process to confirm that this does not happen again.
We have approved the claim and the...
consumer should receive their phone in the next 2 - 3 days.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We filed our case with Square Trade on May 23, 2015. Thanks to the intervention of the Revdex.com, we finally received a replacement phone on July 9, 2015! The response to our complaint filed with the Revdex.com was not from Square Trade, but from Consumer Cellular. We bought the phone from Consumer Cellular and paid them the monthly warranty. I got stuck on hold for 59 minutes waiting for a rep. at Consumer Cellular to activate the replacement phone once we got it. Keep in mind that we had to go through all this drama for an $80 phone. We did not get any sort of reimbursement for the monthly insurance fees or the 59 minutes spent on hold which would have been nice. At this point it is not worth haggling over and we consider the case closed, all thanks to the Revdex.com.
Initial Business Response /* (1000, 5, 2015/08/05) */
We are sorry the consumer had issues with their device.
We do not have warranties that protect against accidental damage on certain devices. Most of them are devices that are not portable. An oven is not considered portable so this warranty...
would not have accidental damage. In any case we would not approve a claim if damage is purposely done. For these reasons there was a delay in the processing of this claim.
Our specialist handled the claim improperly, most likely due to misunderstanding. We are addressing this in our training. The technician never said the damage was done on purpose. To further show that the consumer's report of the issue was due to a manufacturing defect the lock on the oven door (the one that engages when the oven is in self-cleaning mode) is still engaged.
We have approved the payout of this claim and the refund of the warranty due to the poor customer service the consumer experienced.
We have contacted the consumer to let them know of the payout.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have "approved" payout and I was promised a refund for my original warranty, but the only problem is that I have not received the money yet. I called again days ago and was promised a call back, but have yet to receive it. It seems this company is making promises it can not keep. It has been 2 weeks. The sad part is thus company has potential to be a great company if they would just do as they say they will do, but that seems to be a problem.
Final Business Response /* (4000, 9, 2015/08/24) */
Spoke to the consumer and they received the payment on 8/21
Final Consumer Response /* (2000, 11, 2015/08/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company did give me 2 checks. I just hate the fact that it took a month to get resolved. I would buy another warranty with this company but I would take good notes.
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 sincerely appreciate the response from Squaretrade and am grateful for their willingness to understand the circumstances surrounding my claim. I am happy to say that I will continue to remain a customer of theirs in the future.
Sincerely, [redacted]
We have reached out to the consumer and agreed to resolution both parties agreed to be satisfactory. We appreciate the consumer's patience while we worked to resolve this.
Initial Business Response /* (1000, 5, 2016/01/05) */
We apologize for the issue the consumer experienced. The consumer has been contacted by a resolution specialist to resolve this matter. We are awaiting the proof of purchase to verify the transaction and move forward with the consumer's...
claim.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As written in my previous report , I have sent three copies of the receipt and was told by an employee that he had seen it. I sent another copy of the receipt on 01/06/2016 and it has yet to show up in my Square Trade account. Nothing has changed from the original complaint except for the fact that I have sent yet another complaint and have not received my warranty. If you need copies of the emails I have sent with the copy of the receipts, please let me know. I will be [redacted] to send my proof in to the Revdex.com.
Final Business Response /* (4000, 9, 2016/01/14) */
The consumer responded by providing a receipt for the purchase of the device but not the purchase of the warranty. At this time we require proof of the warranty in order to move forward with filing a claim.
Final Consumer Response /* (2000, 11, 2016/01/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Sam's Club told me that Square Trade owns my warranty and this is not true. Please remove my complaint against Square Trade. My apologies to Square Trade
Initial Business Response /* (1000, 6, 2015/06/22) */
We are sorry the consumer had issues with their device.
The consumer experienced a number of issues with the way the repair was performed and the repeated failure of the device. We are working to correct these the repairs were done.
The...
consumer has received the reimbursement of the device and is still waiting for the reimbursement of the repair that they paid for. We have processed a check and it will be sent overnight. The consumer should receive the payment by June 26.
We have contacted the consumer and made them aware that the check has been processed.
Initial Consumer Rebuttal /* (2000, 8, 2015/06/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It took 2 days and a total of 2 hours sitting on hold to finally get a hold of a supervisor to explain my situation. With the help of the Revdex.com I finally received my reimbursement. Thank you.
Complaint: [redacted]I am rejecting this response because: A copy Of the receipt showing the purchased policy was provided to the company and rejected. Additionally, it does not make sense how I can be billed for a warranty they cannot locate AFTER I called them to file a claim. It is not my responsibility as the consumer to help them locate a warranty that I purchased outright, especially if my proof of purchase does not suffice.
Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/12/28) */
We apologize for the issue the consumer experienced. Our records indicate this complaint is currently being resolved by an resolution specialist. The consumer has been contacted and will reach out to us if there are any additional concerns.