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...
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 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.
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]
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.
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.
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.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
We are sorry for any issues the consumer had with their device. 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.
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]
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.
Initial Business Response /* (1000, 5, 2016/01/15) */
We apologize the consumer experienced issues with their device. The consumer's claim have been moved to payout. We are also reimbursing the consumer for the sales tax for their replacement device.
Complaint: [redacted]I am rejecting this response because:
looking at the reviews on Yelp, there are quite a few customers that have had to go through the same incredible amount of effort to obtain a satisfactory response. I have been paid so that's good but it took a lot of emails and hours on the phone. Something is not right with Square Trade. People are really nice on the phone but the resolution of reimbursement is difficult. If it was a couple of hundred dollars, I probably would have given up but for [redacted] I was determined. I have to wonder if this is a frequent tactic and by the other reviews, it appears it may be.
Sincerely,[redacted]
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, 2015/09/28) */
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, 2015/12/28) */
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.
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.
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 apologize for any inconvenience experienced with this claim.
We have reached out to the consumer to offer an alternative resolution, and to further discuss the situation. We appreciate the consumer's patience while we work to resolve his issue.
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.
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.
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 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.
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]
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.
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.
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.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
We are sorry for any issues the consumer had with their device. 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.
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]
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.
Initial Business Response /* (1000, 5, 2016/01/15) */
We apologize the consumer experienced issues with their device. The consumer's claim have been moved to payout. We are also reimbursing the consumer for the sales tax for their replacement device.
Complaint: [redacted]I am rejecting this response because:
looking at the reviews on Yelp, there are quite a few customers that have had to go through the same incredible amount of effort to obtain a satisfactory response. I have been paid so that's good but it took a lot of emails and hours on the phone. Something is not right with Square Trade. People are really nice on the phone but the resolution of reimbursement is difficult. If it was a couple of hundred dollars, I probably would have given up but for [redacted] I was determined. I have to wonder if this is a frequent tactic and by the other reviews, it appears it may be.
Sincerely,[redacted]
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, 2015/09/28) */
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, 2015/12/28) */
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.
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.
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 apologize for any inconvenience experienced with this claim.
We have reached out to the consumer to offer an alternative resolution, and to further discuss the situation. We appreciate the consumer's patience while we work to resolve his issue.
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.