We apologize for any inconvenience that the consumer might have experienced during this process.
The consumer had purchased a item from a company we do not offer warranties for. The consumer went on the web
and purchased a warranty which is solely for items purchased from that specific website. We...
advised the consumer
that as a result they have a invalid warranty and at this time all we can do is offer a refund on the warranty purchase price.
We are sorry for any issues the consumer had with their account.
After reviewing the credit card statement provided by the customer they were charged twice. We are currently looking into what could have caused this.
A reimbursement of the double charge has been processed for...
Complaint: [redacted]
I am rejecting this response because: It was communicated from [redacted] and the representatives I was working with that Square Trade's Kindle team was managing this matter. Further, [redacted] customer service indicates that I purchased a third party protection plan from Square Trade and need to handle the matter directly with them. If there is another team within Square Trade, please provide their Revdex.com information and I will submit the complaint with them.
Also note, I have not received an email from Square Trade providing the direct contact for the appropriate Kindle team.
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. 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. Sincerely, [redacted]
Complaint: [redacted]I am rejecting this response because: the response is a load of crap. The receipts were 100% crystal clear. One receipt was for a deposit on the parts and the labor. The second receipt was for the remainder or balance due. There was also a legend that specifically stated "Total amount paid/total amount of repair= $X"
This company is lying. If they cut me a check on 6/19, where is it? Is it coming by pony express? The work was performed weeks ago.
Sincerely,[redacted]
We are sorry for any issue the consumer experienced with their device.According to our records, the consumer's device was sent to our repair depot and return back to its fully functional state. Squaretrade is very clear as to what we can and cannot repair on devices, per our service contract,...
"Accidental Damage from Handling does not provide protection against... cosmetic damage and/or other damage that does not affect unit functionality". Since our technicians established that the frame is in working condition and does not affect the functionality of the unit, we would be unable to provide additional assistance in connection with this claim.
complaint: [redacted]I am rejecting this response because:
I still have not received promised payment and I don't trust anyone at this company any further than I can throw them. Claim will be accepted if/when squaretrade follows through with anything they have promised
Sincerely,[redacted]
We proceeded with the denial based on what the specific work order the consumer provided to us, which stated the repair cost, not a general inquiry. We also do not know how the consumer was aware of what method SquareTrade used to reach out to the vendor and what was said to the vendor to determine the if the invoice was edited. We will stand by what the vendor stated to us. We cannot reinstate the warranties at this point.
We are sorry for any issues the consumer had with their device. When a claim is filed on a mobile device we always attempt to repair the device if possible. If a device is damaged beyond repair we will attempt to replace the device with a comparable like model. In the event a...
replacement device is not available SquareTrade moves to a reimbursement of the item price. We have been able to source the consumer a new replacement device.
Revdex.com:Cancel my contract, you guy will never get business
From me or any other family members.
Sent
I have reviewed the response made by the business in reference to complaint ID 12571123, and find that this resolution is satisfactory to me. Sincerely, James E Higdon Sr
We are sorry for any issues the consumer had with their device.According to the consumer's service agreement the waiting period "is the amount of time, varying from zero (0) to thirty (30) days, between the Protection Plan purchase date and the Coverage Start Date, during which if any issues occur,...
they are considered pre-existing conditions and render the item ineligible for coverage under this Protection Plan." The protection plan the consumer purchased for their device had a one day waiting period. When the consumer filed their claim online they selected the issue start date to be the same date as the purchase of the warranty, which subsequently led to the claim denial. With the consumer indicating this was an accidental error in filing the claim we have made an exception and reimbursed the consumer.
Complaint: [redacted]I am rejecting this response because:
6 days ago, I was contacted by [redacted] regarding this claim via email. He told me that I should be expecting a payment of [redacted] for the device with an additional payment of [redacted] which amounts to the price that I originally paid for the coverage. He said that the [redacted] refund had already been processed and I should see it in my account within 3 business days. However, I have not received this amount at this time because I no longer have the same card I did when originally purchasing this coverage. As such, I need this amount sent to me in check form or via Paypal. Additionally, the device has now been sent in to Squaretrade and I need to have the payment of [redacted] issued to me as soon as possible. Please get these two amounts to be quickly, this process has taken almost a month from start to this point.
Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because: the only reason they finally honored the warranty was when I filed a Revdex.com complaint and I demanded a refund. They make it sound like it was an easy fix. I had to call their company several times. It went over their 5 days as guaranteed. I got no satisfaction until the complaint was filed. Had I not continually rejected their offer for a refund of on the warranty and filed the complaint I would still be waiting on a solution.Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/07/01) */
We are sorry the consumer's device failed.
According to our records the device had just two claims placed against it.
As per our Terms and Conditions the no lemon policy is in affect when the device has the same issue due to a manufacturer's...
defect and repaired three times within one year. The fourth failure would result in a payout. This is not the case in this instance. The last failure, although the symptoms seemed to be the same, was caused by liquid exposure. This was proven by the liquid exposure indicators in the device. Also it was filed more than a year after the first claim.
Our policy is toward failed repairs is that the consumer has 30 days to report a problem. The last repair was completed the beginning of February. It is now well over that 30 day period. The consumer could not file a new claim as the warranty expired prior to the last repair, in January.
Regrettably we will not be able to further assist the consumer at this point.
We are sorry for any issues the consumer had with their device. SquareTrade does not provide accidental damage from handling protection on televisions. Our TV protection plans mirror the manufacture's warranty, which cover common electrical and mechanical malfunctions. The...
consumer purchased warranties with accidental damage from handling protection for consumer electronic items. These warranties would not be valid for TV coverage. Since the consumer is within their 30 days of purchase the correct warranties can be purchased for two of the devices. However, the third device would not be eligible for coverage as it has a preexisting condition resulting form physical damage.
We are sorry for any confusion experienced during the claim process.The reason for the claim denial is due to the warranty being purchased outside of the 30-day window we provide to our consumers. According to our records, the purchase date for this warranty was [redacted] and the purchase date of the...
TV was [redacted] This error seemed to have not been corrected until the most recent claim. Unfortunately, we would be unable to provide any further assistance in connection with this warranty.
Complaint: [redacted]I am rejecting this response because:
they had many times including in [redacted] when I first filed for the warranty to look at the receipt and tell me if the warranty was covered or not. Actually they are obligated to look at he receipt right away and tell the consumer whether it is going to be covered. they left in limbo while all the while I thought that warranty will be covered, if there is no claim they keep the money and if there is a claim they tell the consumer that their product was not covered, they win both ways, this is not any way to do business I have been a loyal customer for more than 6 years and have given my friends many referrrals but I have to rethink my association with this company. Sincerely,[redacted]
Initial Business Response /* (4000, 8, 2015/07/01) */
We are sorry the consumer's device failed.
Our guarantee states the device will be repaired in less than 5 days or your plan is free and we will refund the warrant price, not the price of the device. We have refunded the warranty price to the...
consumer.
In this case the unit was deemed beyond economic repair and we paid the consumer the price paid for the device as well.
Initial Consumer Rebuttal /* (2000, 10, 2015/07/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
also as of X-X-XXXX square trade not only gave me the total price of the laptop,they have also sent me a check for 159.98 for the price I paid for the warranty. I am very satisfied and will buy their warranty service again
Complaint: [redacted]I am rejecting this response because:
As mentioned, although they claim they notified me, I was never properly notified that there was an issue with the billing. This is a clear case of not wanting to take responsibility for a fault within their system. As is evident within the telephone conversations and communications here, they have chosen to put the fault on me as opposed to taking in their own blame in the situation. I am unwilling to accept the response, especially considering the horrendous way I was spoken to on the phone. After over an hour long of humiliating conversation where I was insulted and laughed at and, which left me in tears, I was promised a call back by a supervisor which never came. This company has no consideration of customer service. They are an extremely irresponsible company and even stated that they "didn't cancel my policy, the system did" as though the system was a completely independent entity apart from the company itself. That in and of itself is a clear example of their lack of ability to take responsibility.
As stated, the responsible thing would have been to consider my policy as a continuation as opposed to treating it as a new policy. The policy had not been ended for an extended amount of time, and well within what they originally told me was the time frame between lack of payment and cancellation.
Sincerely,Danielle [redacted]
We apologize for any inconvenience that the consumer might have experienced during this process.
The consumer had purchased a item from a company we do not offer warranties for. The consumer went on the web
and purchased a warranty which is solely for items purchased from that specific website. We...
advised the consumer
that as a result they have a invalid warranty and at this time all we can do is offer a refund on the warranty purchase price.
We are sorry for any issues the consumer had with their account.
After reviewing the credit card statement provided by the customer they were charged twice. We are currently looking into what could have caused this.
A reimbursement of the double charge has been processed for...
the consumer.
Complaint: [redacted]
I am rejecting this response because: It was communicated from [redacted] and the representatives I was working with that Square Trade's Kindle team was managing this matter. Further, [redacted] customer service indicates that I purchased a third party protection plan from Square Trade and need to handle the matter directly with them. If there is another team within Square Trade, please provide their Revdex.com information and I will submit the complaint with them.
Also note, I have not received an email from Square Trade providing the direct contact for the appropriate Kindle team.
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. 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. Sincerely, [redacted]
Complaint: [redacted]I am rejecting this response because: the response is a load of crap. The receipts were 100% crystal clear. One receipt was for a deposit on the parts and the labor. The second receipt was for the remainder or balance due. There was also a legend that specifically stated "Total amount paid/total amount of repair= $X"
This company is lying. If they cut me a check on 6/19, where is it? Is it coming by pony express? The work was performed weeks ago.
Sincerely,[redacted]
We are sorry for any issue the consumer experienced with their device.According to our records, the consumer's device was sent to our repair depot and return back to its fully functional state. Squaretrade is very clear as to what we can and cannot repair on devices, per our service contract,...
"Accidental Damage from Handling does not provide protection against... cosmetic damage and/or other damage that does not affect unit functionality". Since our technicians established that the frame is in working condition and does not affect the functionality of the unit, we would be unable to provide additional assistance in connection with this claim.
complaint: [redacted]I am rejecting this response because:
I still have not received promised payment and I don't trust anyone at this company any further than I can throw them. Claim will be accepted if/when squaretrade follows through with anything they have promised
Sincerely,[redacted]
We proceeded with the denial based on what the specific work order the consumer provided to us, which stated the repair cost, not a general inquiry. We also do not know how the consumer was aware of what method SquareTrade used to reach out to the vendor and what was said to the vendor to determine the if the invoice was edited. We will stand by what the vendor stated to us. We cannot reinstate the warranties at this point.
We are sorry for any issues the consumer had with their device. When a claim is filed on a mobile device we always attempt to repair the device if possible. If a device is damaged beyond repair we will attempt to replace the device with a comparable like model. In the event a...
replacement device is not available SquareTrade moves to a reimbursement of the item price. We have been able to source the consumer a new replacement device.
Revdex.com:Cancel my contract, you guy will never get business
From me or any other family members.
Sent
I have reviewed the response made by the business in reference to complaint ID 12571123, and find that this resolution is satisfactory to me. Sincerely, James E Higdon Sr
We are sorry for any issues the consumer had with their device.According to the consumer's service agreement the waiting period "is the amount of time, varying from zero (0) to thirty (30) days, between the Protection Plan purchase date and the Coverage Start Date, during which if any issues occur,...
they are considered pre-existing conditions and render the item ineligible for coverage under this Protection Plan." The protection plan the consumer purchased for their device had a one day waiting period. When the consumer filed their claim online they selected the issue start date to be the same date as the purchase of the warranty, which subsequently led to the claim denial. With the consumer indicating this was an accidental error in filing the claim we have made an exception and reimbursed the consumer.
Complaint: [redacted]I am rejecting this response because:
6 days ago, I was contacted by [redacted] regarding this claim via email. He told me that I should be expecting a payment of [redacted] for the device with an additional payment of [redacted] which amounts to the price that I originally paid for the coverage. He said that the [redacted] refund had already been processed and I should see it in my account within 3 business days. However, I have not received this amount at this time because I no longer have the same card I did when originally purchasing this coverage. As such, I need this amount sent to me in check form or via Paypal. Additionally, the device has now been sent in to Squaretrade and I need to have the payment of [redacted] issued to me as soon as possible. Please get these two amounts to be quickly, this process has taken almost a month from start to this point.
Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because: the only reason they finally honored the warranty was when I filed a Revdex.com complaint and I demanded a refund. They make it sound like it was an easy fix. I had to call their company several times. It went over their 5 days as guaranteed. I got no satisfaction until the complaint was filed. Had I not continually rejected their offer for a refund of on the warranty and filed the complaint I would still be waiting on a solution.Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/07/01) */
We are sorry the consumer's device failed.
According to our records the device had just two claims placed against it.
As per our Terms and Conditions the no lemon policy is in affect when the device has the same issue due to a manufacturer's...
defect and repaired three times within one year. The fourth failure would result in a payout. This is not the case in this instance. The last failure, although the symptoms seemed to be the same, was caused by liquid exposure. This was proven by the liquid exposure indicators in the device. Also it was filed more than a year after the first claim.
Our policy is toward failed repairs is that the consumer has 30 days to report a problem. The last repair was completed the beginning of February. It is now well over that 30 day period. The consumer could not file a new claim as the warranty expired prior to the last repair, in January.
Regrettably we will not be able to further assist the consumer at this point.
We are sorry for any issues the consumer had with their device. SquareTrade does not provide accidental damage from handling protection on televisions. Our TV protection plans mirror the manufacture's warranty, which cover common electrical and mechanical malfunctions. The...
consumer purchased warranties with accidental damage from handling protection for consumer electronic items. These warranties would not be valid for TV coverage. Since the consumer is within their 30 days of purchase the correct warranties can be purchased for two of the devices. However, the third device would not be eligible for coverage as it has a preexisting condition resulting form physical damage.
We are sorry for any confusion experienced during the claim process.The reason for the claim denial is due to the warranty being purchased outside of the 30-day window we provide to our consumers. According to our records, the purchase date for this warranty was [redacted] and the purchase date of the...
TV was [redacted] This error seemed to have not been corrected until the most recent claim. Unfortunately, we would be unable to provide any further assistance in connection with this warranty.
Complaint: [redacted]I am rejecting this response because:
they had many times including in [redacted] when I first filed for the warranty to look at the receipt and tell me if the warranty was covered or not. Actually they are obligated to look at he receipt right away and tell the consumer whether it is going to be covered. they left in limbo while all the while I thought that warranty will be covered, if there is no claim they keep the money and if there is a claim they tell the consumer that their product was not covered, they win both ways, this is not any way to do business I have been a loyal customer for more than 6 years and have given my friends many referrrals but I have to rethink my association with this company. Sincerely,[redacted]
Initial Business Response /* (4000, 8, 2015/07/01) */
We are sorry the consumer's device failed.
Our guarantee states the device will be repaired in less than 5 days or your plan is free and we will refund the warrant price, not the price of the device. We have refunded the warranty price to the...
consumer.
In this case the unit was deemed beyond economic repair and we paid the consumer the price paid for the device as well.
Initial Consumer Rebuttal /* (2000, 10, 2015/07/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
also as of X-X-XXXX square trade not only gave me the total price of the laptop,they have also sent me a check for 159.98 for the price I paid for the warranty. I am very satisfied and will buy their warranty service again
Complaint: [redacted]I am rejecting this response because:
As mentioned, although they claim they notified me, I was never properly notified that there was an issue with the billing. This is a clear case of not wanting to take responsibility for a fault within their system. As is evident within the telephone conversations and communications here, they have chosen to put the fault on me as opposed to taking in their own blame in the situation. I am unwilling to accept the response, especially considering the horrendous way I was spoken to on the phone. After over an hour long of humiliating conversation where I was insulted and laughed at and, which left me in tears, I was promised a call back by a supervisor which never came. This company has no consideration of customer service. They are an extremely irresponsible company and even stated that they "didn't cancel my policy, the system did" as though the system was a completely independent entity apart from the company itself. That in and of itself is a clear example of their lack of ability to take responsibility.
As stated, the responsible thing would have been to consider my policy as a continuation as opposed to treating it as a new policy. The policy had not been ended for an extended amount of time, and well within what they originally told me was the time frame between lack of payment and cancellation.
Sincerely,Danielle [redacted]