We are sorry for any issues the consumer experienced with their device.
We apologize for any information that was not explained or expressed at the time of sale. This is the main reason we provide a copy of our Terms & Conditions to all consumer, so they may better understand the coverage...
terms and limitations. The consumer's warranties provide coverage for 3 years or coverage up to the items purchase price, in this case, the replacement would exhaust the warranty value. Based on section 7 of the Terms & Conditions, "The total amount that We will pay for repairs or replacement made in connection with all claims that You make pursuant to this Protection Plan shall not exceed the Coverage Amount. In the event that We make payments for repairs or replacements, which in the aggregate, are equal to the Coverage Amount, or if We provide a cash settlement reflecting the replacement cost of a new item of equal features and functionality, then We will have no further obligations under this Protection Plan.". We are sorry for any miscommunication regarding this information and hope this sheds light as to how and why the decisions made are in accordance with how we advertise our service.
We apologize for any inconvenience that the consumer might have experienced during this process.As of 4/26/2018 the consumer was sent a reimbursement check in the amount of $70.00 in addition to the second check for $19.98.This comes to a total reimbursement of $89.98 which is the full purchase...
price of the consumer's product.Since this has satisfied the consumer we consider this case as coming to a successful conclusion!
We apologize for any inconvenience that the consumer might have experienced during this process. As of 04/05/2018 we spoke with the consumer and advised them that we would be sending out a new check the following week by 04/09/2018. As of 04/09/2018 at 11:55AM I do see that an accounting form was...
created on 04/05/2018 for a new check to be drawn and sent out to the consumer. Please allow 7-10 business days from 04/09/2018 for the check to arrive!
Revdex.com:I have reviewed the response made by the business in reference to complaint ID 11469460, and find that this resolution is satisfactory to me. However I would like to keep the complaint open until I receive payment from the Company. Sincerely, [redacted]
Complaint: [redacted]I am rejecting this response because: My device was received and signed for by MBeard on May 26th. The tracking number is [redacted]. Check for yourself or just look at the attched confirmation from FedEx. So that makes it 12 business says. Every time I have called I have been given the run around. No one can tell me anything about my device. When I took my device to the Apple Store they determined that the hard drive was the only issue. They said they swapped it out and it worked fine. Now I have recieved an email saying that it can't be repaired and a check was being cut. At this point I am only concerned about the security of my data. It is evident to me that you have lost or misplaced my device. What assurances can you provide me that the machine and my data have been securely disposed of? How do I know that one of the employees didn't take my device and the card you made me write my password I and reclaim my HardDrive. There was a lot of personal information on that device.
I also want a tracking number for the check you have sent. Sincerely,[redacted]
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]
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.
We are sorry for any issues the consumer had with their device. After the consumer's initial repair to their device, it was returned to our depot with new damages to the charging port. At this time, the new damages were documented and the consumer's device was still repaired and mailed back. SquareTrade has a 30 day rework policy to guarantee any repairs to an item. The consumer received their device back three days before their warranty end date. In this time they could have called in to address any issues still remaining with the device. Our records indicate the consumers received their device on [redacted] and called in [redacted] outside of our rework period to report further issues.
We apologize to the consumer for the delay. Per our Terms and Conditions, the consumer is responsible for purchasing the correct SquareTrade Protection Plan for the consumers product based on condition, price or purchase location. We have reached out the the specialist that made they error of...
approving the claim so this does not happen again. Due to the fact that the phone was marked as Beyond Economical Repair, it took some time to locate the phone back. Our technicians did locate it and the device is on it's way back to the consumer. We have also canceled and refunded the warranty back to the consumer.
The coverage period has not change, the repairs are backed up until [redacted]. The coverage period of the warranty expires on [redacted], in according with a 3 year warranty purchase date of [redacted].
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.
We are sorry for any issues the consumer had with their device. The consumer's warranty contract states, SquareTrade "will pay for repairs or replacement made in connection with all claims that you make pursuant to this Protection Plan shall not exceed the Coverage Amount." Also in the...
warranty contract the coverage amount is defined as "purchase price of the covered product."We have reached out to the consumer after being unable to locate their account with the information provided on the Revdex.com. At this point we would only be able to reimburse the consumer for the purchase price reflected on their proof of purchase.
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. After looking into the consumers account their device has been repaired and returned. We have also refunded the consumer's warranty cost according to our 5 day service guarantee.
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
We apologize to the consumer for the confusion.The consumer has reached out to one of our floor managers. The floor manager has honored the warranties and is in the reimbursement process for the claim. For the other three warranties we willhonor as well as a one time exception
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is the only option available to me, which I must take. How long until I receive the refund check? Sincerely, Mauricio [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, Valeriy[redacted]
Complaint: [redacted]I am rejecting this response because: That is the only copy of the receipt from [redacted] I have. Your company did not need this "important information" to locate my payment information that you charged only after I'd contacted you to make a claim. This is ridiculous.Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because:
1. There was no miscommunication, it was simply deceptive business practices by SquareTrade. They requested photos and I sent them to them within 5 minutes. They then denied my claim saying the exterior of my TV showed physical damage. It clearly did not. They offered me a refund of $99 the amount my policy cost in order to not honor the warranty and have me go away. Unless I persisted over several phone calls and several hours, I would never have gotten them to acknowledge the TV had no physical damage and had in fact caught fire, and as verified by [redacted] the manufacturer, it would be covered under their manufacturers warranty if it was still under warranty. Only then did SquareTrade approve the claim and agree to send out a technician.
2. SquareTrade confirmed parts were ordered and should be received by me overnight and they set up a repair appointment for Friday, January 19, 2018. At approximately 1:45pm today (1/18/18) I received an email from SquareTrade saying the parts had in fact not been shipped and that they were going to have to reschedule my repair appointment. A few minutes later I received another email saying the parts had just been ordered and I should receive them within 2-3 business days and when received I would need to call to schedule a new appointment for the repair. So as per their response to the Revdex.com inquiry, there is no appointment for 1/19/18.
3. At this point I have not received the parts, the TV has not been repaired, and I do not have a scheduled appointment.
So, based on the above, NO, I do not accept the response by SquareTrade.
Sincerely,[redacted]
We are sorry for any issues the consumer experienced with their device.
We apologize for any information that was not explained or expressed at the time of sale. This is the main reason we provide a copy of our Terms & Conditions to all consumer, so they may better understand the coverage...
terms and limitations. The consumer's warranties provide coverage for 3 years or coverage up to the items purchase price, in this case, the replacement would exhaust the warranty value. Based on section 7 of the Terms & Conditions, "The total amount that We will pay for repairs or replacement made in connection with all claims that You make pursuant to this Protection Plan shall not exceed the Coverage Amount. In the event that We make payments for repairs or replacements, which in the aggregate, are equal to the Coverage Amount, or if We provide a cash settlement reflecting the replacement cost of a new item of equal features and functionality, then We will have no further obligations under this Protection Plan.". We are sorry for any miscommunication regarding this information and hope this sheds light as to how and why the decisions made are in accordance with how we advertise our service.
We apologize for any inconvenience that the consumer might have experienced during this process.As of 4/26/2018 the consumer was sent a reimbursement check in the amount of $70.00 in addition to the second check for $19.98.This comes to a total reimbursement of $89.98 which is the full purchase...
price of the consumer's product.Since this has satisfied the consumer we consider this case as coming to a successful conclusion!
We apologize for any inconvenience that the consumer might have experienced during this process. As of 04/05/2018 we spoke with the consumer and advised them that we would be sending out a new check the following week by 04/09/2018. As of 04/09/2018 at 11:55AM I do see that an accounting form was...
created on 04/05/2018 for a new check to be drawn and sent out to the consumer. Please allow 7-10 business days from 04/09/2018 for the check to arrive!
Revdex.com:I have reviewed the response made by the business in reference to complaint ID 11469460, and find that this resolution is satisfactory to me. However I would like to keep the complaint open until I receive payment from the Company. Sincerely, [redacted]
Complaint: [redacted]I am rejecting this response because: My device was received and signed for by MBeard on May 26th. The tracking number is [redacted]. Check for yourself or just look at the attched confirmation from FedEx. So that makes it 12 business says. Every time I have called I have been given the run around. No one can tell me anything about my device. When I took my device to the Apple Store they determined that the hard drive was the only issue. They said they swapped it out and it worked fine. Now I have recieved an email saying that it can't be repaired and a check was being cut. At this point I am only concerned about the security of my data. It is evident to me that you have lost or misplaced my device. What assurances can you provide me that the machine and my data have been securely disposed of? How do I know that one of the employees didn't take my device and the card you made me write my password I and reclaim my HardDrive. There was a lot of personal information on that device.
I also want a tracking number for the check you have sent. Sincerely,[redacted]
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]
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.
We are sorry for any issues the consumer had with their device. After the consumer's initial repair to their device, it was returned to our depot with new damages to the charging port. At this time, the new damages were documented and the consumer's device was still repaired and mailed back. SquareTrade has a 30 day rework policy to guarantee any repairs to an item. The consumer received their device back three days before their warranty end date. In this time they could have called in to address any issues still remaining with the device. Our records indicate the consumers received their device on [redacted] and called in [redacted] outside of our rework period to report further issues.
We apologize to the consumer for the delay. Per our Terms and Conditions, the consumer is responsible for purchasing the correct SquareTrade Protection Plan for the consumers product based on condition, price or purchase location. We have reached out the the specialist that made they error of...
approving the claim so this does not happen again. Due to the fact that the phone was marked as Beyond Economical Repair, it took some time to locate the phone back. Our technicians did locate it and the device is on it's way back to the consumer. We have also canceled and refunded the warranty back to the consumer.
The coverage period has not change, the repairs are backed up until [redacted]. The coverage period of the warranty expires on [redacted], in according with a 3 year warranty purchase date of [redacted].
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.
We are sorry for any issues the consumer had with their device. The consumer's warranty contract states, SquareTrade "will pay for repairs or replacement made in connection with all claims that you make pursuant to this Protection Plan shall not exceed the Coverage Amount." Also in the...
warranty contract the coverage amount is defined as "purchase price of the covered product."We have reached out to the consumer after being unable to locate their account with the information provided on the Revdex.com. At this point we would only be able to reimburse the consumer for the purchase price reflected on their proof of purchase.
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. After looking into the consumers account their device has been repaired and returned. We have also refunded the consumer's warranty cost according to our 5 day service guarantee.
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
We apologize to the consumer for the confusion.The consumer has reached out to one of our floor managers. The floor manager has honored the warranties and is in the reimbursement process for the claim. For the other three warranties we willhonor as well as a one time exception
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is the only option available to me, which I must take. How long until I receive the refund check? Sincerely, Mauricio [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, Valeriy[redacted]
Complaint: [redacted]I am rejecting this response because: That is the only copy of the receipt from [redacted] I have. Your company did not need this "important information" to locate my payment information that you charged only after I'd contacted you to make a claim. This is ridiculous.Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because:
1. There was no miscommunication, it was simply deceptive business practices by SquareTrade. They requested photos and I sent them to them within 5 minutes. They then denied my claim saying the exterior of my TV showed physical damage. It clearly did not. They offered me a refund of $99 the amount my policy cost in order to not honor the warranty and have me go away. Unless I persisted over several phone calls and several hours, I would never have gotten them to acknowledge the TV had no physical damage and had in fact caught fire, and as verified by [redacted] the manufacturer, it would be covered under their manufacturers warranty if it was still under warranty. Only then did SquareTrade approve the claim and agree to send out a technician.
2. SquareTrade confirmed parts were ordered and should be received by me overnight and they set up a repair appointment for Friday, January 19, 2018. At approximately 1:45pm today (1/18/18) I received an email from SquareTrade saying the parts had in fact not been shipped and that they were going to have to reschedule my repair appointment. A few minutes later I received another email saying the parts had just been ordered and I should receive them within 2-3 business days and when received I would need to call to schedule a new appointment for the repair. So as per their response to the Revdex.com inquiry, there is no appointment for 1/19/18.
3. At this point I have not received the parts, the TV has not been repaired, and I do not have a scheduled appointment.
So, based on the above, NO, I do not accept the response by SquareTrade.
Sincerely,[redacted]