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.
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].
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]
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]
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.
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 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!
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 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.
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.
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]
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.
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.
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]
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!
Initial Business Response /* (1000, 5, 2015/12/17) */
We apologize for the issue the consumer experienced with their device.
The consumer did not purchase accidental damage from handling for the device. Per the Terms & Conditions Unless you purchase ADH coverage, we don't cover items that are...
damaged accidentally. This includes water immersion, drops, and spills. The consumer's warranty has been cancelled and refunded in full.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I called them before I purchase the issurance,otherwise I wouldn't buy it.
Complaint Response Date bumped because: Holiday
Final Business Response /* (4000, 9, 2015/12/24) */
Our records indicate the consumer's warranty contract does not include Accidental Damage from Handling. If the consumer believes it was purchased and can provide documentation we'd be [redacted] to reinstate his claim. Currently the warranty has been cancelled and the consumer has been issued a full refund.
Final Consumer Response /* (4200, 11, 2015/12/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not receive the full refund,I wouldn't buy the insurance if they do not cover the phone drop and damage.that waste my money
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]
We are sorry the consumer had issues with the their device.After reviewing the consumer's account, the 2-5 business days does not start until the day the item is received, excluding weekends and holidays. The parts needed to repair the product were not available causing the laptop to be irreparable....
We will be reimbursing the consumer for the cost of the product.
Complaint: [redacted]I am rejecting this response because:
After denying my claim numerous times, I was left with no other option that to unwillingly accept their "resolution" of cancelling my policy and taking a refund. I needed the money in order to but yet another [redacted], which was another $[redacted]. In my profession, I am many times out with Clients in manufacturing warehouses. Many of these locations are in the country, where I get very little service with Straight Talk or anyone else. The Nexus is about the cheapest phone I could find that meets all the requirements I have to perform my job - picture, service, etc. So now they are offering to possibly honor the warranty??? Why didn't they tell me that last week before I spent MORE money on ANOTHER phone. They are a joke. The only way that I would even consider this complaint to be satisfied is if they actually honor the very first claim and actually do what they offered when I signed up- fix my phone, or refund me what it cost me to replace it. I did absolutely nothing wrong here. As mentioned, I actually spoke to one of their own reps when I called to purchase the policy, and nothing was ever said about me not buying the policy thru [redacted]. All they wanted was my billing information. I have already contacted the CBS Radio station where I heard their commercial to let them know what kind of business they have on their station. They were very interested. Square Trade in nothing but a scam. And unless actually repair my phone or refund the purchase price of the second one, I will let everyone I see know that.
We are sorry for any issues the consumer experienced with their repaired device.
According to our records, the consumer's device was fully functional before leaving our repair depot and the damage appears to have occurred in transit. We have attempted to contact the consumer to resolve this issue but have not received a response back. Regarding SquareTrade's service guarantee, this applies if a repair takes longer than 5 days, not including shipping. As our depot received the device on 5/3 and sent the repaired unit back on 5/4, this would not qualify. We will be continuing to work with the consumer to resolve this new issue and ensure all concerns have been addressed.
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.
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].
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]
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]
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.
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 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!
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 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.
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.
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]
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.
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.
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]
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!
Initial Business Response /* (1000, 5, 2015/12/17) */
We apologize for the issue the consumer experienced with their device.
The consumer did not purchase accidental damage from handling for the device. Per the Terms & Conditions Unless you purchase ADH coverage, we don't cover items that are...
damaged accidentally. This includes water immersion, drops, and spills. The consumer's warranty has been cancelled and refunded in full.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I called them before I purchase the issurance,otherwise I wouldn't buy it.
Complaint Response Date bumped because: Holiday
Final Business Response /* (4000, 9, 2015/12/24) */
Our records indicate the consumer's warranty contract does not include Accidental Damage from Handling. If the consumer believes it was purchased and can provide documentation we'd be [redacted] to reinstate his claim. Currently the warranty has been cancelled and the consumer has been issued a full refund.
Final Consumer Response /* (4200, 11, 2015/12/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not receive the full refund,I wouldn't buy the insurance if they do not cover the phone drop and damage.that waste my money
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]
We are sorry the consumer had issues with the their device.After reviewing the consumer's account, the 2-5 business days does not start until the day the item is received, excluding weekends and holidays. The parts needed to repair the product were not available causing the laptop to be irreparable....
We will be reimbursing the consumer for the cost of the product.
Complaint: [redacted]I am rejecting this response because:
After denying my claim numerous times, I was left with no other option that to unwillingly accept their "resolution" of cancelling my policy and taking a refund. I needed the money in order to but yet another [redacted], which was another $[redacted]. In my profession, I am many times out with Clients in manufacturing warehouses. Many of these locations are in the country, where I get very little service with Straight Talk or anyone else. The Nexus is about the cheapest phone I could find that meets all the requirements I have to perform my job - picture, service, etc. So now they are offering to possibly honor the warranty??? Why didn't they tell me that last week before I spent MORE money on ANOTHER phone. They are a joke. The only way that I would even consider this complaint to be satisfied is if they actually honor the very first claim and actually do what they offered when I signed up- fix my phone, or refund me what it cost me to replace it. I did absolutely nothing wrong here. As mentioned, I actually spoke to one of their own reps when I called to purchase the policy, and nothing was ever said about me not buying the policy thru [redacted]. All they wanted was my billing information. I have already contacted the CBS Radio station where I heard their commercial to let them know what kind of business they have on their station. They were very interested. Square Trade in nothing but a scam. And unless actually repair my phone or refund the purchase price of the second one, I will let everyone I see know that.
Sincerely,[redacted]
We are sorry for any issues the consumer experienced with their repaired device.
According to our records, the consumer's device was fully functional before leaving our repair depot and the damage appears to have occurred in transit. We have attempted to contact the consumer to resolve this issue but have not received a response back. Regarding SquareTrade's service guarantee, this applies if a repair takes longer than 5 days, not including shipping. As our depot received the device on 5/3 and sent the repaired unit back on 5/4, this would not qualify. We will be continuing to work with the consumer to resolve this new issue and ensure all concerns have been addressed.