We apologize for any inconvenience that the consumer might have experienced during this process.
As of today 2/8/2017 the consumer has been reached out to with a favorable resolution to this complaint.
The consumer is happy and this case has been bought to a successful resolution!
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.
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, 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
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, Andrew [redacted]
Complaint: [redacted]I am rejecting this response because
The key distinction here is when the device stopped working and when I reported it. Since the extended warranty has a specific coverage period, I argue that Squaretrade has a legal liability to honor claims for damage that occur during this coverage period, not just those also reported within it. Consider the following situations:The policy ends on some day at midnight. At 11:59 an item is damaged. In this situation, is it practical or reasonable for a person to file a claim in less than a minute? In this situation Squaretrade is in fact not honoring their warranty period as sold, which is a deceptive practice. What happens when Squaretrade is closed or their website is down preventing someone from filing a claim?What happens when someone is incapacitated and can't contact Squaretrade to file a claim?After reviewing the warranty policy I wasn't able to find any clarity for these situations. As such, I assert that a reasonable period should be established after the warrantee period ends to report claims that occurred within the warranty period. And I believe that I contacted Squaretrade within what any judge would conclude as a reasonable period. Furthermore there is a question of Squaretrade acting in a fair and reasonable manner in this situation. In my opinion it is not. Sincerely,[redacted]
We are sorry for any issues the consumer had with their device. Looking into the consumer's account, they have been in contact with our resolution team to resolve their issue. We are currently moving forward to process a reimbursement for their item price.
We are sorry for any issues the consumer had with their device. Looking into the customers account I was able to locate the invoice for the repairs to the device. I have processed the invoice to reimburse the consumer for the cost of their repairs.
We are sorry for any confusion experienced during the claim process.Squaretrade and our repair centers, unfortunately, do not work on any device that has indications of potentially bio-hazardous materials or odors. According to our depot, they advised that the unit arrived smelling...
heavily of urine. At this time our depot promptly had the unit returned back to the sender. On[redacted] an email was sent regarding the status of their product, this email also stated the reasoning for the return and next steps available to the consumer. Moving forward, we are able to initiate an alternate claim for the consumer to properly diagnose and resolve their concerns.
We are sorry for any confusion experienced during the claim process.
According to our records, the consumer was being billed monthly for the protection plan. The consumer was refunded dating back to the start of the plan on [redacted] till the cancellation on [redacted]. Since Squaretrade has processed and refunded all monies owed, there is no further action that can be taken.
We are sorry for any issues the consumer had with their device. When the consumer's claim was filed online for their device a [redacted] was selected as a replacement device due to the their original device being no loner available. Generally at the completion of the claim process the...
consumer's replacement device is sent out for next day delivery. In some cases we do not have the inventory on hand to immediately replace a consumer's device and have to source a replacement from a third party vendor. To expedite the process we have moved forward to reimburse the consumer for their item price so they can purchase a new device.
We apologize if there was any miscommunication regarding this consumer's claim.
When the claim was first filed we requested pictures of the item, as well as information from the item manufacturer in order to determine if the consumer's issue was covered beneath his policy. Once we received the...
required documentation the claim was approved, and we have arranged the customer's appointment for repair as of yesterday (1/16/18).
I have not received a check in the mail yet and I will not consider this matter closed until I have received one, as I have been promised I would receive my money over 5 times already. Therefore, I am rejecting this so that the matter does not automatically become resolvedComplaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me contingent on the company following through with action. The reason I submitted my complaint in the first place is because I was promised the exact same resolution but never received my check. I would appreciate your guidance on how to proceed if they again fail to live up to their commitments. To note, the original response from the business was received by Revdex.com 10 days ago, and I still have not received the refund check.
Sincerely, [redacted]
According to our records, the reason for the claim denial is due to the receipt provided by the consumer is missing key information required for the warranty. We have requested that an alternate copy is provided, otherwise, Squaretrade would be unable to provide...
assistance.
SquareTrade's Term & Conditions state,
"8. YOUR RESPONSIBILITIES: Provide Us with a complete copy of proof of purchase. You can send Us a digital copy through www.squaretrade.com and We can store it for You, or You can provide such proof of purchase at time You make a claim.
Purchase the correct SquareTrade Protection Plan for Your Product based on condition, price or purchase location.".
Furthermore, our records indicate that the consumer contacted us on 4/25/17 and requested to cancel the warranty. We have since provided a full refund of the warranty cost via check. Moving forward, we would be unable to provide assistance in connection with this warranty.
Just got off the phone with them and they refused to refund my contract amount of 159.98. Spoke with an Eddie. Asked him for a customer service or operator # and he said he could not give it to me. Please reopen this complaint and advise on the next steps. Thanks.
Be Profitable,
Steven [redacted]
We are sorry for any issues the consumer had with their device. Their device displayed signs of physical damage when the technician arrived, which Squaretrade TV protection plans do not cover. Since we could not provide service to the consumers device a refund for the warranty cost was processed on 6/20.
Initial Business Response /* (1000, 5, 2015/09/30) */
We are sorry the consumer had issues with their device.
We were not able to contact the consumer because the number on the account was different than the consumer's number. This happened because the warranty was assigned to the purchaser of the...
unit and the consumer received the unit from the purchaser.
We spoke to the consumer and based on the current information we found the warranty. We then processed and approved a claim.
Initial Consumer Rebuttal /* (3000, 11, 2015/10/21) */
10-15-2015,
To:[redacted],
I have received an email from squaretrades regarding case # XXXXXXXX they agreed to refund me the cost of the Purchase price in the amount of $499.99, however as of XX-XX-XXXX I have not received payment.
I will email you again when I receive payment.
Thank you.
[redacted]
Initial Business Response /* (1000, 5, 2015/09/01) */
We are sorry the consumer had issues with their account.
According to our records our system did a full refund of $38.99. We also see, based on the transaction numbers with the financial institution that the funds that were credited to the...
consumer were $1.32 short. We were not given an explanation by the financial institution as to why the full credit was not processed. The credit of $37.67 was confirmed with the financial institution.
We have contacted the customer to have them contact the institution. We are also processing a payment for the difference in what we should have sent the consumer.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I originally purchased this plan with a phone through eBay, after receiving this response I made sure to check my messages; no further communication has been made on their end to either explain why that amount was refunded, nor have they attempted to refund the remainder of my money. $38.99 - $24.57 = $14.42.
The "financial institution" is a reloadable prepaid card from Western Union; which since your supposed repayment troubles, have had no trouble being refunded for the entire price of the phone.
I'd now like to see your receipts, as I'm most certain none of these things were done and is now an issue of principal and being lied to.
Final Business Response /* (4000, 9, 2015/09/03) */
We refund a warranty back to the method used to purchase a warranty. The financial institution used to purchase the warranty was Paypal.
We also have concluded that the partial payment was made from SquareTrade due to the Terms and Conditions of the warranty, " If You cancel after the first thirty (30) days from purchase of this Protection Plan, You will receive a pro rata refund based on the time remaining on Your Protection Plan." As we stated we have processed the difference in the full amount and pro-rated amount as the warranty was cancelled due to the fact that the warrant was cancelled and never used. Also because the consumer had issues with Paypal this amount will be refunded by check.
We did email the consumer the Unique Transaction ID that they can use to find out why they did not receive the full refund. We will not post anything on this response to the rebuttal as it is personal information. We emailed the consumer at the email address listed on the complaint.
We will send the consumer the email again.
We apologize for any inconvenience that the consumer might have experienced during this process.
As of today 2/8/2017 the consumer has been reached out to with a favorable resolution to this complaint.
The consumer is happy and this case has been bought to a successful resolution!
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.
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, 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
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, Andrew [redacted]
Complaint: [redacted]I am rejecting this response because
The key distinction here is when the device stopped working and when I reported it. Since the extended warranty has a specific coverage period, I argue that Squaretrade has a legal liability to honor claims for damage that occur during this coverage period, not just those also reported within it. Consider the following situations:The policy ends on some day at midnight. At 11:59 an item is damaged. In this situation, is it practical or reasonable for a person to file a claim in less than a minute? In this situation Squaretrade is in fact not honoring their warranty period as sold, which is a deceptive practice. What happens when Squaretrade is closed or their website is down preventing someone from filing a claim?What happens when someone is incapacitated and can't contact Squaretrade to file a claim?After reviewing the warranty policy I wasn't able to find any clarity for these situations. As such, I assert that a reasonable period should be established after the warrantee period ends to report claims that occurred within the warranty period. And I believe that I contacted Squaretrade within what any judge would conclude as a reasonable period. Furthermore there is a question of Squaretrade acting in a fair and reasonable manner in this situation. In my opinion it is not. Sincerely,[redacted]
We are sorry for any issues the consumer had with their device. Looking into the consumer's account, they have been in contact with our resolution team to resolve their issue. We are currently moving forward to process a reimbursement for their item price.
We are sorry for any issues the consumer had with their device. Looking into the customers account I was able to locate the invoice for the repairs to the device. I have processed the invoice to reimburse the consumer for the cost of their repairs.
We are sorry for any confusion experienced during the claim process.Squaretrade and our repair centers, unfortunately, do not work on any device that has indications of potentially bio-hazardous materials or odors. According to our depot, they advised that the unit arrived smelling...
heavily of urine. At this time our depot promptly had the unit returned back to the sender. On[redacted] an email was sent regarding the status of their product, this email also stated the reasoning for the return and next steps available to the consumer. Moving forward, we are able to initiate an alternate claim for the consumer to properly diagnose and resolve their concerns.
We are sorry for any confusion experienced during the claim process.
According to our records, the consumer was being billed monthly for the protection plan. The consumer was refunded dating back to the start of the plan on [redacted] till the cancellation on [redacted]. Since Squaretrade has processed and refunded all monies owed, there is no further action that can be taken.
We are sorry for any issues the consumer had with their device. When the consumer's claim was filed online for their device a [redacted] was selected as a replacement device due to the their original device being no loner available. Generally at the completion of the claim process the...
consumer's replacement device is sent out for next day delivery. In some cases we do not have the inventory on hand to immediately replace a consumer's device and have to source a replacement from a third party vendor. To expedite the process we have moved forward to reimburse the consumer for their item price so they can purchase a new device.
Complaint: [redacted]I am rejecting this response because: See all of the reasons in my last message.Sincerely,[redacted]
We apologize if there was any miscommunication regarding this consumer's claim.
When the claim was first filed we requested pictures of the item, as well as information from the item manufacturer in order to determine if the consumer's issue was covered beneath his policy. Once we received the...
required documentation the claim was approved, and we have arranged the customer's appointment for repair as of yesterday (1/16/18).
I have not received a check in the mail yet and I will not consider this matter closed until I have received one, as I have been promised I would receive my money over 5 times already. Therefore, I am rejecting this so that the matter does not automatically become resolvedComplaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me contingent on the company following through with action. The reason I submitted my complaint in the first place is because I was promised the exact same resolution but never received my check. I would appreciate your guidance on how to proceed if they again fail to live up to their commitments. To note, the original response from the business was received by Revdex.com 10 days ago, and I still have not received the refund check.
Sincerely, [redacted]
According to our records, the reason for the claim denial is due to the receipt provided by the consumer is missing key information required for the warranty. We have requested that an alternate copy is provided, otherwise, Squaretrade would be unable to provide...
assistance.
SquareTrade's Term & Conditions state,
"8. YOUR RESPONSIBILITIES: Provide Us with a complete copy of proof of purchase. You can send Us a digital copy through www.squaretrade.com and We can store it for You, or You can provide such proof of purchase at time You make a claim.
Purchase the correct SquareTrade Protection Plan for Your Product based on condition, price or purchase location.".
Furthermore, our records indicate that the consumer contacted us on 4/25/17 and requested to cancel the warranty. We have since provided a full refund of the warranty cost via check. Moving forward, we would be unable to provide assistance in connection with this warranty.
Just got off the phone with them and they refused to refund my contract amount of 159.98. Spoke with an Eddie. Asked him for a customer service or operator # and he said he could not give it to me. Please reopen this complaint and advise on the next steps. Thanks.
Be Profitable,
Steven [redacted]
We are sorry for any issues the consumer had with their device. Their device displayed signs of physical damage when the technician arrived, which Squaretrade TV protection plans do not cover. Since we could not provide service to the consumers device a refund for the warranty cost was processed on 6/20.
Initial Business Response /* (1000, 5, 2015/09/30) */
We are sorry the consumer had issues with their device.
We were not able to contact the consumer because the number on the account was different than the consumer's number. This happened because the warranty was assigned to the purchaser of the...
unit and the consumer received the unit from the purchaser.
We spoke to the consumer and based on the current information we found the warranty. We then processed and approved a claim.
Initial Consumer Rebuttal /* (3000, 11, 2015/10/21) */
10-15-2015,
To:[redacted],
I have received an email from squaretrades regarding case # XXXXXXXX they agreed to refund me the cost of the Purchase price in the amount of $499.99, however as of XX-XX-XXXX I have not received payment.
I will email you again when I receive payment.
Thank you.
[redacted]
Initial Business Response /* (1000, 5, 2015/09/01) */
We are sorry the consumer had issues with their account.
According to our records our system did a full refund of $38.99. We also see, based on the transaction numbers with the financial institution that the funds that were credited to the...
consumer were $1.32 short. We were not given an explanation by the financial institution as to why the full credit was not processed. The credit of $37.67 was confirmed with the financial institution.
We have contacted the customer to have them contact the institution. We are also processing a payment for the difference in what we should have sent the consumer.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I originally purchased this plan with a phone through eBay, after receiving this response I made sure to check my messages; no further communication has been made on their end to either explain why that amount was refunded, nor have they attempted to refund the remainder of my money. $38.99 - $24.57 = $14.42.
The "financial institution" is a reloadable prepaid card from Western Union; which since your supposed repayment troubles, have had no trouble being refunded for the entire price of the phone.
I'd now like to see your receipts, as I'm most certain none of these things were done and is now an issue of principal and being lied to.
Final Business Response /* (4000, 9, 2015/09/03) */
We refund a warranty back to the method used to purchase a warranty. The financial institution used to purchase the warranty was Paypal.
We also have concluded that the partial payment was made from SquareTrade due to the Terms and Conditions of the warranty, " If You cancel after the first thirty (30) days from purchase of this Protection Plan, You will receive a pro rata refund based on the time remaining on Your Protection Plan." As we stated we have processed the difference in the full amount and pro-rated amount as the warranty was cancelled due to the fact that the warrant was cancelled and never used. Also because the consumer had issues with Paypal this amount will be refunded by check.
We did email the consumer the Unique Transaction ID that they can use to find out why they did not receive the full refund. We will not post anything on this response to the rebuttal as it is personal information. We emailed the consumer at the email address listed on the complaint.
We will send the consumer the email again.