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.
According to our records, we show a claim was filed and approved for an In-Home repair on 6/5/**. We apologize for any confusion around the claim process but when there is an intermittent issue is occurring, we attempt...
to troubleshoot anytime it occurs. As this claim is currently being completed and parts have been ordered we hope the consumer's concern has been addressed.
We are sorry for any issues the consumer had with their device. We have reached out to the consumer and reviewed their documentation for the device being non repairable. A check has been processed to reimburse the consumer for their item price.
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 satisfactory to me. Sincerely, Valeriy[redacted]
Initial Business Response /* (1000, 5, 2015/09/16) */
We are sorry the consumer had issues with their device.
As per the repair depot the camera will be returned to the consumer unrepaired. Since the consumer was going to try to get the camera repaired locally I informed them that we would...
reimburse them for the repair costs.
We have spoken to the consumer and they understand what we will do to have this issue resolved.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Camera was returned to me in the same condition that it was sent.Filing the complaint got me a timely response
Complaint: [redacted]I am rejecting this response because:
I spoke with[redacted] at SquareTrade yesterday (12/8/2018) and he submitted a new claim on my behalf[redacted] that would issue me a rapid reimbursement for the purchase price of the laptop. He sent me a shipping label and told me that once the laptop was checked in at FedEx, the process would begin to cut a reimbursement check to me. I took the laptop to FedEx this morning (1/9/2018). When I receive the reimbursement check, I will consider this matter resolved.Sincerely,Kenneth[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]
We are sorry for any issues the consumer experienced with their device. According to our records, we have since received the proof of purchase required to file a claim as of 6/3/**. We show that a claim was filed and processed for reimbursement 6/7/**. All checks are processed via [redacted] and can...
take 7-10 days to arrive. We hope that the consumer's concerns were addressed and appreciate having this brought to our attention.
We are sorry for any issues the consumer had with their device. According to the consumer's warranty contract "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."...
SquareTrade has completed two previous repairs to the consumers device that depleted their limit of liability. As long as a consumer some limit of liability SquareTrade will provide coverage to their device. Currently, we are not able to repair the consumers device due to their negative limit of liability.
We are sorry for any issues the consumer had with their device. SquareTrade's warranty contract allows for the item price to be reimbursed. We do not reimburse for tax as we do not recieve the tax when a consumers item is purchased. At this point in time, we have completed our...
obligation to the consumer according to our terms and conditions.
We apologize for any inconvenience that the consumer might have experienced during this process.
As of 2/26/2018 we have gone ahead and fully reimbursed the consumer for the price of their item in full.
Thus bringing this claim to a successful close.
Complaint: [redacted]I am rejecting this response because:
Thank you for taking the time to respond. However, it seems that you have misunderstood my concern. I understand that you do not cover cosmetic damage and I would not expect you to cover that as no warranty does. However, when I have paid for a warranty and I am sent an item as a “replacement” that looks as though the charger will catch fire since there are multiple kinks in the wiring, it causes concern. I am sure anyone else would agree. The [redacted] itself is also not “of equal features and functionality” since it seems to have many glitches and is not working as well as mine previously did. This is why I am expressing concern. I really do not appreciate paying for a warranty and being sent a used device that seems as though it was purchased used from an online site. The customer service was also terrible when I finally was able to reach someone on the phone. I was told that since my warranty was expired by only a few days, they could not even look it up. Mind you, the claim was filed within the warranty period so this should not be an issue as it was covered during the time of the claim. The representative told me that if it had been a few days earlier, they would have been able to provide reimbursement. At this point, something needs to be done to resolve this for me as I have been yanked around for far too long. I would like reimbursement for the purchase price of the device so I can by a new device rather than have a device that is not properly functioning. I do not believe that this is too much to ask for since I have paid for a warranty to cover the price of the item.
Sincerely,[redacted]
We are sorry for any issues the consumer experienced with their device. According to our records, our technicians inspected the unit and due to the warranty not covering accidental damage, the claim was denied. When our depots receive units with physical damage, they are required to take photos of the damage, they do not proceed with any repairs or inspections on the device until we review the case. Per our instructions, our depot repackaged the device and shipped it back to the consumer as received. We do apologize for any confusion regarding the coverage provided with the plan. The pictures have been emailed to the consumer as well as the details noted by our repair depot. Unfortunately, we are unable to provide assistance in connection with this warranty or device.
We are sorry for the issues the consumer had with their device. It appears the consumer began to have issues with their device during what generally would be the manufactures warranty time. According to the customers service agreement for items covered by a Manufacture's...
warranty: "First, we'll locate the manufacturer's contact information to help you file a claim. If the manufacturer replaces or repairs your item, we'll cover the repaired or replaced item. If the manufacturer refuses to honor their warranty because they consider your item purchased from an unauthorized retailer, we'll still cover you." SquareTrade's standard protection plans are intended to be used after the manufacture's warranty has expired or in the event the manufacture could not cover the issue. It appeared at the time of filing the claim the consumers item fell under manufactures warranty and SquareTrade requested documentation to show other wise. We have since reimbursed the consumer the cost of their item.
Been dealing with this issue since 2/10/18. I filed another complaint just to get them to honor the warranty after 7 email exchanges where they claimed I hadn't sent a valid receipt. That was resolved as they quickly called after I filed the complaint and offered to "repair" the item. Complaint was[redacted]. I asked for a refund, but they claimed they had to repair it first. I sent to a factory authorized repair which took a month. Squartrade paid about $240 for the repair. The problem is that I got it back and it still doesn't work. Now they want me to work with the repair facilities warranty service. That means at least another month and shipping from PA to NH...which I have to pay. The item is shot. It needs to be retired!
We are sorry for any issue the consumer experienced with their device.
Squaretrade apologizes for any misunderstanding regarding the warranty auto renewal. The consumer is correct, the warranty should have auto-renewed on the expiration date and it did not. According to our system, the renewals for select consumers were affected in this way, resulting in expired warranties. We currently have our back office reaching out and working with consumers to resell the correct warranties and ensuring they continue as stated.
Initial Business Response /* (1000, 5, 2015/11/10) */
We apologize the consumer had issues with their device.
Our records indicate the consumer's check has been processed and should be received by November 13th.
Complaint: [redacted]I am rejecting this response because:
They continue to offer televisions that are not the same as what we had or of equal value. When Andrew contacted us he kept putting the low value TV knowing their repair man broke ours. Andrew also left a message saying he would call back and never did. For us to keep calling back daily we have to push a series of numbers(2,3,1 ex) then request a call back(push another number ) once our number is reached in the que someone calls back and then tells you they will let a manager know to call you, at which time we get an email that it will be another 2 days until we get that call. Look. We want what was taken from us, and this is ridiculous now. A $[redacted].00, 70inch, 4k ultra hd, good with sports and games. 3d optional.
we spent $[redacted].00 on ours and the specs do not come close to what they have offered in their $[redacted]. TVs. They need to take responsibility for their repair guy and now it's been a month with no tv for us.
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.
According to our records, we show a claim was filed and approved for an In-Home repair on 6/5/**. We apologize for any confusion around the claim process but when there is an intermittent issue is occurring, we attempt...
to troubleshoot anytime it occurs. As this claim is currently being completed and parts have been ordered we hope the consumer's concern has been addressed.
We are sorry for any issues the consumer had with their device. We have reached out to the consumer and reviewed their documentation for the device being non repairable. A check has been processed to reimburse the consumer for their item price.
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 satisfactory to me. Sincerely, Valeriy[redacted]
Initial Business Response /* (1000, 5, 2015/09/16) */
We are sorry the consumer had issues with their device.
As per the repair depot the camera will be returned to the consumer unrepaired. Since the consumer was going to try to get the camera repaired locally I informed them that we would...
reimburse them for the repair costs.
We have spoken to the consumer and they understand what we will do to have this issue resolved.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Camera was returned to me in the same condition that it was sent.Filing the complaint got me a timely response
Complaint: [redacted]I am rejecting this response because:
I spoke with[redacted] at SquareTrade yesterday (12/8/2018) and he submitted a new claim on my behalf[redacted] that would issue me a rapid reimbursement for the purchase price of the laptop. He sent me a shipping label and told me that once the laptop was checked in at FedEx, the process would begin to cut a reimbursement check to me. I took the laptop to FedEx this morning (1/9/2018). When I receive the reimbursement check, I will consider this matter resolved.Sincerely,Kenneth[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]
We are sorry for any issues the consumer experienced with their device. According to our records, we have since received the proof of purchase required to file a claim as of 6/3/**. We show that a claim was filed and processed for reimbursement 6/7/**. All checks are processed via [redacted] and can...
take 7-10 days to arrive. We hope that the consumer's concerns were addressed and appreciate having this brought to our attention.
We are sorry for any issues the consumer had with their device. According to the consumer's warranty contract "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."...
SquareTrade has completed two previous repairs to the consumers device that depleted their limit of liability. As long as a consumer some limit of liability SquareTrade will provide coverage to their device. Currently, we are not able to repair the consumers device due to their negative limit of liability.
We are sorry for any issues the consumer had with their device. SquareTrade's warranty contract allows for the item price to be reimbursed. We do not reimburse for tax as we do not recieve the tax when a consumers item is purchased. At this point in time, we have completed our...
obligation to the consumer according to our terms and conditions.
We apologize for any inconvenience that the consumer might have experienced during this process.
As of 2/26/2018 we have gone ahead and fully reimbursed the consumer for the price of their item in full.
Thus bringing this claim to a successful close.
Complaint: [redacted]I am rejecting this response because:
Thank you for taking the time to respond. However, it seems that you have misunderstood my concern. I understand that you do not cover cosmetic damage and I would not expect you to cover that as no warranty does. However, when I have paid for a warranty and I am sent an item as a “replacement” that looks as though the charger will catch fire since there are multiple kinks in the wiring, it causes concern. I am sure anyone else would agree. The [redacted] itself is also not “of equal features and functionality” since it seems to have many glitches and is not working as well as mine previously did. This is why I am expressing concern. I really do not appreciate paying for a warranty and being sent a used device that seems as though it was purchased used from an online site. The customer service was also terrible when I finally was able to reach someone on the phone. I was told that since my warranty was expired by only a few days, they could not even look it up. Mind you, the claim was filed within the warranty period so this should not be an issue as it was covered during the time of the claim. The representative told me that if it had been a few days earlier, they would have been able to provide reimbursement. At this point, something needs to be done to resolve this for me as I have been yanked around for far too long. I would like reimbursement for the purchase price of the device so I can by a new device rather than have a device that is not properly functioning. I do not believe that this is too much to ask for since I have paid for a warranty to cover the price of the item.
Sincerely,[redacted]
We are sorry for any issues the consumer experienced with their device. According to our records, our technicians inspected the unit and due to the warranty not covering accidental damage, the claim was denied. When our depots receive units with physical damage, they are required to take photos of the damage, they do not proceed with any repairs or inspections on the device until we review the case. Per our instructions, our depot repackaged the device and shipped it back to the consumer as received. We do apologize for any confusion regarding the coverage provided with the plan. The pictures have been emailed to the consumer as well as the details noted by our repair depot. Unfortunately, we are unable to provide assistance in connection with this warranty or device.
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
We are sorry for the issues the consumer had with their device. It appears the consumer began to have issues with their device during what generally would be the manufactures warranty time. According to the customers service agreement for items covered by a Manufacture's...
warranty: "First, we'll locate the manufacturer's contact information to help you file a claim. If the manufacturer replaces or repairs your item, we'll cover the repaired or replaced item. If the manufacturer refuses to honor their warranty because they consider your item purchased from an unauthorized retailer, we'll still cover you." SquareTrade's standard protection plans are intended to be used after the manufacture's warranty has expired or in the event the manufacture could not cover the issue. It appeared at the time of filing the claim the consumers item fell under manufactures warranty and SquareTrade requested documentation to show other wise. We have since reimbursed the consumer the cost of their item.
Been dealing with this issue since 2/10/18. I filed another complaint just to get them to honor the warranty after 7 email exchanges where they claimed I hadn't sent a valid receipt. That was resolved as they quickly called after I filed the complaint and offered to "repair" the item. Complaint was[redacted]. I asked for a refund, but they claimed they had to repair it first. I sent to a factory authorized repair which took a month. Squartrade paid about $240 for the repair. The problem is that I got it back and it still doesn't work. Now they want me to work with the repair facilities warranty service. That means at least another month and shipping from PA to NH...which I have to pay. The item is shot. It needs to be retired!
We are sorry for any issue the consumer experienced with their device.
Squaretrade apologizes for any misunderstanding regarding the warranty auto renewal. The consumer is correct, the warranty should have auto-renewed on the expiration date and it did not. According to our system, the renewals for select consumers were affected in this way, resulting in expired warranties. We currently have our back office reaching out and working with consumers to resell the correct warranties and ensuring they continue as stated.
Initial Business Response /* (1000, 5, 2015/11/10) */
We apologize the consumer had issues with their device.
Our records indicate the consumer's check has been processed and should be received by November 13th.
Complaint: [redacted]I am rejecting this response because:
They continue to offer televisions that are not the same as what we had or of equal value. When Andrew contacted us he kept putting the low value TV knowing their repair man broke ours. Andrew also left a message saying he would call back and never did. For us to keep calling back daily we have to push a series of numbers(2,3,1 ex) then request a call back(push another number ) once our number is reached in the que someone calls back and then tells you they will let a manager know to call you, at which time we get an email that it will be another 2 days until we get that call. Look. We want what was taken from us, and this is ridiculous now. A $[redacted].00, 70inch, 4k ultra hd, good with sports and games. 3d optional.
we spent $[redacted].00 on ours and the specs do not come close to what they have offered in their $[redacted]. TVs. They need to take responsibility for their repair guy and now it's been a month with no tv for us.
Sincerely,[redacted]