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...
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: please tell me the dates for which insurance needs to be shown and I will provide it Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2016/02/05) */
We apologize for the issue the consumer experienced with their device. The check has been reissued & the customer should receive it by 2/8/2016. The consumer has been contacted & is aware of the resolution.
Initial Consumer Rebuttal /*...
(3000, 7, 2016/02/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still have not received the check. This is supposedly the second check they sent out that has not been received. I would like this check to be sent out overnight, signature required.
Final Business Response /* (4000, 9, 2016/02/17) */
We have issued two checks to the consumer and they were not received. The consumer provided an alternative address & we resent the check. We are not able to overnight the check but it has been reissued & the consumer can expect to receive it within 7-10 business days.
SquareTrade did not uphold their end of the agreement. I was promised a refund of $[redacted] but the check that they sent was only for $**. I tried calling SquareTrade about this but they acted like this was the first they’d heard of the issue. Please re-open my complaint. Thank you, [redacted]
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.
Unfortunately, the consumer called nearly a full month after the warranty for the device had expired. According to our records and the consumer's complaint, we show the consumer contacted us [redacted] PM. The warranty expired on 3/10/2017 at [redacted] AM, effectively competing...
Squaretrade's obligation as noted in the service contract. Moving forward, there is nothing more Squaretrade is able to provide in connection with this warranty.
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.
Complaint: [redacted]I am rejecting this response because: Although Square Trade finally corrected the issue, by paying out the value of the phone, it was only after several weeks and multiple phone calls in which we were constantly lied to, as well as having to inform Squaretrade that a complaint was filed to the Revdex.com. The expectation was that we would send the phone in and a replacement was available we would receive our phone the next day. We were sent a confirmation on April 5, [redacted] that our claim was approved, and shipped the phone out, Square Trade confirmed receipt of the phone on April 6, [redacted] Shortly after, we received information letting us know that our phone could not be fixed and we would receive a replacement. We then received another call indicating that they had a replacement phone but it was not the same color as our original. We told Square Trade we were fine with the color and please send the phone.
A few days went by and no phone was sent. I contacted SquareTrade and spoke to Adi (among numerous others) who told me the phone was shipped but could not provide me a tracking number. The charade went on for the next week or so as subsequent calls led to my wife and I talking to just about every employee Squaretrade has working in [redacted]. Each telling us that Eddie their manager would call us back which never happend.
Although the issue was finally was resolved on April 18th it is concerning that this company seemed to do it's best to make things very difficult for us. We purchased the insurance in order to replace a phone in the event it was damaged. What should have been a relatively easy transaction turned into a very frustrating matter. Because the phone was my teenage sons and he needsyit to communicate with us, it would have been nice if Square Trade would have handled this matter professionally and promptly. Unfortunately I don't believe that those qualities exsist at SquareTrade.
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]
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:
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]
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 /* (1000, 5, 2015/06/23) */
We are sorry the consumer had issues with the reimbursement for the repair of their device.
There was much confusion with the receipts for repair that were forwarded to us. Due to the issues and confusion we are paying the consumer out the...
maximum amount we can, the price he paid for the item.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
that was the orginal agreement
Sorry! you had to get involved.
Square Trade phone me June 23,2015 at 1841PM
but, I was unable to answer the phone so, I am not sure if the left a message I am unable to retrieve because it is in the Comcast system that I do not use.
100% satisfied
Again thanks for your help
carl
Complaint: [redacted]I am rejecting this response because: We have not received the check as of today. It is 2 more days before the 10 days are up. If we receive the full amount of $[redacted] we will be satisfied. ThanksSincerely,[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]
At this time the depot repair method is the only resolution available. Though we understand the consumer would prefer a different resolution Squaretrade's primary intent with claims is to repair the relevant item if it's deemed appropriate. If our technicians determine they are unable to properly resolve the device issues they will move to have the item replaced or to have the consumer reimbursed for the item cost. We appreciate the consumer's patience while we work to resolve this issue and will soon follow up with him verifying the repair completion or alternative resolutions.
Initial Business Response /* (1000, 6, 2016/02/02) */
We apologize for the issue the consumer experienced with their device. The consumer's claim is currently being handled by a resolution specialist. We are refunding the warranty, reimbursing the consumer for the salvaged unit and sending the...
consumer the hard drive of the unit.
Initial Consumer Rebuttal /* (3000, 8, 2016/02/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I've already indicated to the business MANY TIMES that that is not an acceptable solution. They WILLFULLY and DELIBERATELY disregarded my wishes for what I wanted done with my WORKING unit, in need of only minor repair, and now are not providing with the means that actually replace my computer, that they, again, DELIBERATELY and PURPOSELY TOOK APART, completely contrary to my wishes. Wishes which I illustrated to them multiple times before the actual dismantling took place. Now I'm expected to either accept a lesser computer than what I had or to spend out approximately $500 more to get an equivalent computer AND to reinstall Windows 7. This is absolutely NOT an acceptable solution.
Final Consumer Response /* (3000, 14, 2016/02/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Read your own contract again and tell me how, in completing disregarding my wishes for my computer, you met the Terms and Conditions of your Care Plan? I did not request a refund and I made it clear what my wishes were. You completely disregarded EVERYTHING I told you and willfully and deliberately DESTROYED my computer, AGAINST MY WISHES! This is absolutely NOT an acceptable solution.
Final Business Response /* (4000, 16, 2016/03/01) */
At this time the consumer has filed a complaint with the Attorney General and it is currently being resolved with the legal department.
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 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.
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: please tell me the dates for which insurance needs to be shown and I will provide it Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2016/02/05) */
We apologize for the issue the consumer experienced with their device. The check has been reissued & the customer should receive it by 2/8/2016. The consumer has been contacted & is aware of the resolution.
Initial Consumer Rebuttal /*...
(3000, 7, 2016/02/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still have not received the check. This is supposedly the second check they sent out that has not been received. I would like this check to be sent out overnight, signature required.
Final Business Response /* (4000, 9, 2016/02/17) */
We have issued two checks to the consumer and they were not received. The consumer provided an alternative address & we resent the check. We are not able to overnight the check but it has been reissued & the consumer can expect to receive it within 7-10 business days.
SquareTrade did not uphold their end of the agreement. I was promised a refund of $[redacted] but the check that they sent was only for $**. I tried calling SquareTrade about this but they acted like this was the first they’d heard of the issue. Please re-open my complaint. Thank you, [redacted]
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.
Unfortunately, the consumer called nearly a full month after the warranty for the device had expired. According to our records and the consumer's complaint, we show the consumer contacted us [redacted] PM. The warranty expired on 3/10/2017 at [redacted] AM, effectively competing...
Squaretrade's obligation as noted in the service contract. Moving forward, there is nothing more Squaretrade is able to provide in connection with this warranty.
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.
Complaint: [redacted]I am rejecting this response because: Although Square Trade finally corrected the issue, by paying out the value of the phone, it was only after several weeks and multiple phone calls in which we were constantly lied to, as well as having to inform Squaretrade that a complaint was filed to the Revdex.com. The expectation was that we would send the phone in and a replacement was available we would receive our phone the next day. We were sent a confirmation on April 5, [redacted] that our claim was approved, and shipped the phone out, Square Trade confirmed receipt of the phone on April 6, [redacted] Shortly after, we received information letting us know that our phone could not be fixed and we would receive a replacement. We then received another call indicating that they had a replacement phone but it was not the same color as our original. We told Square Trade we were fine with the color and please send the phone.
A few days went by and no phone was sent. I contacted SquareTrade and spoke to Adi (among numerous others) who told me the phone was shipped but could not provide me a tracking number. The charade went on for the next week or so as subsequent calls led to my wife and I talking to just about every employee Squaretrade has working in [redacted]. Each telling us that Eddie their manager would call us back which never happend.
Although the issue was finally was resolved on April 18th it is concerning that this company seemed to do it's best to make things very difficult for us. We purchased the insurance in order to replace a phone in the event it was damaged. What should have been a relatively easy transaction turned into a very frustrating matter. Because the phone was my teenage sons and he needsyit to communicate with us, it would have been nice if Square Trade would have handled this matter professionally and promptly. Unfortunately I don't believe that those qualities exsist at SquareTrade.
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]
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:
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]
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 /* (1000, 5, 2015/06/23) */
We are sorry the consumer had issues with the reimbursement for the repair of their device.
There was much confusion with the receipts for repair that were forwarded to us. Due to the issues and confusion we are paying the consumer out the...
maximum amount we can, the price he paid for the item.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
that was the orginal agreement
Sorry! you had to get involved.
Square Trade phone me June 23,2015 at 1841PM
but, I was unable to answer the phone so, I am not sure if the left a message I am unable to retrieve because it is in the Comcast system that I do not use.
100% satisfied
Again thanks for your help
carl
Complaint: [redacted]I am rejecting this response because: We have not received the check as of today. It is 2 more days before the 10 days are up. If we receive the full amount of $[redacted] we will be satisfied. ThanksSincerely,[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]
At this time the depot repair method is the only resolution available. Though we understand the consumer would prefer a different resolution Squaretrade's primary intent with claims is to repair the relevant item if it's deemed appropriate. If our technicians determine they are unable to properly resolve the device issues they will move to have the item replaced or to have the consumer reimbursed for the item cost. We appreciate the consumer's patience while we work to resolve this issue and will soon follow up with him verifying the repair completion or alternative resolutions.
Initial Business Response /* (1000, 6, 2016/02/02) */
We apologize for the issue the consumer experienced with their device. The consumer's claim is currently being handled by a resolution specialist. We are refunding the warranty, reimbursing the consumer for the salvaged unit and sending the...
consumer the hard drive of the unit.
Initial Consumer Rebuttal /* (3000, 8, 2016/02/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I've already indicated to the business MANY TIMES that that is not an acceptable solution. They WILLFULLY and DELIBERATELY disregarded my wishes for what I wanted done with my WORKING unit, in need of only minor repair, and now are not providing with the means that actually replace my computer, that they, again, DELIBERATELY and PURPOSELY TOOK APART, completely contrary to my wishes. Wishes which I illustrated to them multiple times before the actual dismantling took place. Now I'm expected to either accept a lesser computer than what I had or to spend out approximately $500 more to get an equivalent computer AND to reinstall Windows 7. This is absolutely NOT an acceptable solution.
Final Consumer Response /* (3000, 14, 2016/02/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Read your own contract again and tell me how, in completing disregarding my wishes for my computer, you met the Terms and Conditions of your Care Plan? I did not request a refund and I made it clear what my wishes were. You completely disregarded EVERYTHING I told you and willfully and deliberately DESTROYED my computer, AGAINST MY WISHES! This is absolutely NOT an acceptable solution.
Final Business Response /* (4000, 16, 2016/03/01) */
At this time the consumer has filed a complaint with the Attorney General and it is currently being resolved with the legal department.
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]