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]
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.
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 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!
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]
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.
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]
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.
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]
Complaint: [redacted]I am rejecting this response because:I DID go back to the business to get the repair and they REFUSED to fix it. How am I supposed to get it repaired if they refuse to do so? This is completely unacceptable. Sincerely,[redacted]
Complaint:[redacted]I am rejecting this response because the device couldn't have been damaged in transit. The device had mechanical malfunctions such as the fingerprint scanner not working.
I need a laptop for a new job I am starting and haven't been able to come in for two days! Tomorrow I'm gonna go and buy a laptop because I am impatient
Sincerely,[redacted]
We are sorry for any issues the consumer had with their device. The consumer has been emailed a shipping label to return their device. Once the device is received the check will be processed for reimbursement.
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 the delay in payments.Processed refund to be sent to correct address, processed reimbursement for phone. We have contacted the consumer and they are aware of the reimbursements.
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).
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.
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]
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]
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]
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]
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.
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 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!
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]
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.
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]
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.
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]
Complaint: [redacted]I am rejecting this response because:I DID go back to the business to get the repair and they REFUSED to fix it. How am I supposed to get it repaired if they refuse to do so? This is completely unacceptable. Sincerely,[redacted]
Complaint:[redacted]I am rejecting this response because the device couldn't have been damaged in transit. The device had mechanical malfunctions such as the fingerprint scanner not working.
I need a laptop for a new job I am starting and haven't been able to come in for two days! Tomorrow I'm gonna go and buy a laptop because I am impatient
Sincerely,[redacted]
We are sorry for any issues the consumer had with their device. The consumer has been emailed a shipping label to return their device. Once the device is received the check will be processed for reimbursement.
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 the delay in payments.Processed refund to be sent to correct address, processed reimbursement for phone. We have contacted the consumer and they are aware of the reimbursements.
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).
Complaint: [redacted]I am rejecting this response because: See all of the reasons in my last message.Sincerely,[redacted]
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.
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]
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]
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]