We apologize for any misunderstanding regarding our warranties.Squaretrade is only able to cover products which are deemed fully functional from the date of purchase. Due to this item having issues from the date it was received the issues would be considered pre-existing, and the warranty would be...
invalid. Because of this we would be unable to file any claims for the customer, and we apologize for the inconvenience. We have cancelled the consumer's policy and requested a full refund, which will be processed to the customer's original payment resource via Amazon.
We apologize for any inconvenience that the consumer might have experienced during this process.
As of today 03/12/2018 the consumer has been contacted and a favorable resolution has been reached for the consumer
as they are being reimbursed for the entire cost of their unit!
We are sorry for any confusion experienced during the claim process.
Squaretrade attempts to make our claim process as streamlined and effortless as possible. We do apologize if there were multiple requests to send information over. Regarding the repair, our records indicate that 3 main...
components were replaced or repaired in the unit. Our depots repaired the Main Circuit Board, replaced the Charging Port, and reseated the Digitizer. Squaretrade does provide a 30-day repair guarantee and will be reaching out to discuss any potential issues the consumer may have experienced.
Complaint:[redacted]I am rejecting this response because: I was told I could take my watch to another location in Illinois but I am forced to pay for it and then be reimbursed by Square trade. Also the label that I was sent is for [redacted] and there are no [redacted] locations near me nor do I have a package to put the watch in so I am forced to purchase one.Sincerely,[redacted]
We are sorry for any issues the consumer had after purchasing their warranty.Generally within 24 hours the consumer receives a copy of their warranty contract via email. We have emailed the consumer a copy of their warranty contract.
Initial Business Response /* (1000, 5, 2015/12/29) */
We apologize for the issue the consumer experienced with their device.
Our records indicate the consumer has been refunded for the warranty and the claim has been processed for payout on 12/28/2015. The consumer can expect to receive the...
refund and payout in 7-10 business in the form of a check.
Please accept our apologies for the difficulties the consumer experienced trying to file their claim and locate a warranty contract with us. After some deep digging, we were able to locate the contract, but the contact details that were provided for the item was different.
We have...
since reached out to the consumer through voice mail and the email (provided on this complaint) to address the root cause of why we had difficulties locating the account, and to further support their request to file a claim.
Complaint: [redacted]I am rejecting this response because:
Dear [redacted]
If the display cannot be returned or exchanged, then you still have not provided me with a product of like, kind, quality, and functionality that you explicitly state you will do regardless of what you say I accepted.
I know that the display was purchased from Sam’s Club, how much you paid for it, and that an AmEX Card was used. I have had a Sam’s Club membership for many years and they have never refused anything I wanted to return to them. Sam’s Club, who is partnered with you, even called SquareTrade themselves to see if I could exchange it and SquareTrade still would not let me return it on my own to them. I have been cheated out of several hundred dollars because of this. There is a big difference between a $1000 display and a [redacted] TV, and you have not provided a product up to my coverage amount.
Your email that you send when the replacement team chooses a replacement is very sinister. You should include in writing in the email that if you disagree with the replacement item then please respond accordingly. You do not include this in your email that is sent out. I have trusted that you will do what you say in replacing a product of like, kind, quality and functionality. Are you also aware that the "display" you sent does not have a full function remote to control various aspects of the display? I have to use my own tablet or phone to do this. VIZIO cannot legally call their sets TV’s any longer, they are displays because they do not contain an integrated tuner. You could have sought out other brands that have this functionality. [redacted] I did not insure a display.
I would also suggest that the replacement team be better trained to send comparable products to their customers to prevent this in the future. After all, that is the business you are in, to replace or fix electronic devices of all types. [redacted] if you were in my shoes you would be extremely upset about this situation as well. I have three other protection plans with SquareTrade that I am considering cancelling because of what has transpired with my subpar replacement. If you do not make this right, I will seek other places from here on out to insure my electronic devices. If you do not provide me with what you state in the contract: Squaretrade will, "replace your product with a product of like, kind, quality and functionality." I will pursue other avenues to get this remedied.
Thank you Mr. Hardy and I await your prompt response.
HOW WE WILL SERVICE YOUR PRODUCT:
Depending on the Product and failure circumstances, at our discretion, We will either:
Repair Your Product, or;
Provide a cash settlement or a Gift Card reflecting the replacement cost of a new product of equal features and functionality up to the Coverage Amount, or;
Replace Your Product with a product of like, kind, quality and functionality.
Complaint: [redacted]I am rejecting this response because: Square Trade Continues to contradict itself and proves the company is a fraud and does not do what is advertise. Square Trade first indicated that the reason why it couldn't reimburse me the full amount that I paid [redacted] plus tax [redacted] was because they said the claim limit was [redacted] believing it to be another claim that I had to file. If you re-read they said that the only reason why they couldn't pay the taxes was because the limit of the claim was for [redacted] and there was no extra coverage. However, when I presented them with the fact that they were mistaken and I gave them the correct claim number, showing that the claim limit on this claim is from 50-75 in which there is no excuse as to why they are not paying the full amount that I paid for the clam with is $[redacted]. Therefore rather than do what was said in their last response, blaming it on the fact that insurance that was purchased only allotted up to [redacted], and not the fact they don't reimburse taxes. I will be using the fist response to prove my case legally. if you refuse to pay me the full amount of $[redacted] then this will be a legal matter. The cost of fighting the $[redacted] in court will cost me nothing but cost you much more. Your choice! I had to order another phone from [redacted] and I am going to pick it up tomorrow and then I will send you the broken phone. If the check sent to me is not for the full amount I paid for the phone then we will continue this matter before the courts. Square trade is a proven fraud and liar and will do anything to keep from paying the full claim and would rather cheat me out of $[redacted]. I was solicited into purchasing this item by Square Trade because I was told that I would be reimbursed the full price that I paid for the item. Now the phone is broken and I filed a claim and they are not reimbursing me the full amount I paid for the claim. Had I purchased it from [redacted] and used their insurance, I would be reimbursed for the full price. [redacted] is taking heat for this too because people should not buy such electronics online without having proper insurance and Square Trade does not offer proper insurance they are a fraud, thief and liar....but this not over!Sincerely,[redacted]
We are sorry for any issues the consumer had with their device. We understand the consumer would like to keep their complaint open. As of right now we have received the device and a check has been processed as of 11/01/**
The consumers warranty contract states "Your item is covered for up to its full replacement cost, excluding tax & shipping." A system generated email was sent to the displaying the wrong reimbursement price. The consumer has been reimbursed their actual item price.
We apologize for any confusion regarding the warranty purchase.After reviewing the consumer's account, we do not show any confirmation emails or a copy of emails relating to any promotions have been received. According to the contract associated with all of the consumer's warranties explicitly state that the proof of purchase is required before a claim or any assistance can be provided. Unfortunately, until the receipts are provided or the email detailing the promotion is presented, we are unable to assist.
I had filed a complaint before on SquareTrade--complaint #[redacted] with the Revdex.com. On this case SquareTrade did admit they cancelled my warranty mistakenly and had decided to honor my claim. I was satisfied with that. They had told me to have my laptop fixed and send them the receipt. I did have it repaired and sent the receipt and all documentation to them on 7/22. They have put in ticket [redacted] to have my $[redacted] reimbursed but each time I call them they say it will be reviewed and you will receive and email within 24 hours. However, after 3 calls I have not received a thing from SquareTrade. I have no idea if I will ever be reimbursed as promised. I just need them to execute on their promise. Get the reimbursement completed and this will go away. SqaureTrade should honor their promise and agreement to reimburse me for the claim I have with them of $[redacted].
Initial Business Response /* (1000, 5, 2015/11/12) */
We apologize that the consumer experienced issues with their device.
At this time we are unable to find the consumer's account using the information they provided.The consumer has been contacted via email and phone to resolve this issue but...
we have yet to hear a response.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My account is under [redacted], my husband. I have not received any phone calls. I did get the e-mail, but them apologizing with no indications of rectifying the situation is NOT acceptable.
Final Business Response /* (4000, 9, 2015/11/19) */
We are unable to find an account associated with the consumer's name or her husbands.
The consumer has been contacted via email and phone but we have not received a response yet.
We appreciate the consumers cooperation in this matter.
Squaretrade agrees to the terms stated by the consumer. We have refunded the consumers deductible as an exception and an email has been sent as confirmation.
Initial Business Response /* (1000, 5, 2015/12/21) */
We apologize for the issue the consumer experienced with their device. Per the Terms & Conditions, the SquareTrade warranty does protect against accidental damage from handling including spills, drops and liquid damage. Damage due to a fire is...
not included but we would like to do everything we can to assist the consumer during this difficult time. We are requesting the consumer send a documentation in order to move forward with a resolution.
Complaint Response Date bumped because: Holiday
Complaint: [redacted]I am rejecting this response because: Even though this company resolution department has gotten in touch with me. I do not trust one word they say to me until I receive my laptop fixed and returned to the correct address. This company was not willing to work with me until I got in touch with B.B.B. And until this case is resolved in its complete satisfaction. I do not trust company to state that this case has been rectified. They have lied to me and was dishonest for 6 weeks. I will not be satisfied until my laptop is returned to me, and repaired correctly. Sincerely,Shawn [redacted]
We apologize for any inconvenience that the consumer might have experienced during this process.
We spoke with the consumer in reference to his latest issue with his phone and approved him for a phone replacement.
In addition we accommodated the customer by issuing a full refund of his warranty...
cost all to which he agreed to.
If there are any issues after this next replacement the consumer has been instructed to reach out to us for a final resolution!
(The consumer indicated he/she DID NOT accept the response from the business.)No such email was...
sent to me. I had to call Squaretrade again and this time I got a hold of [redacted]. It is erroneous to say that I was emailed and that I did not respond back. I had to chase down [redacted] to get my side of the story. After telling my side of the story, he finally agreed that Squaretrade was in the wrong because I had explained profusely what had happened. I have been issued a check for the damaged PS4, but I have not received it yet, even thought it was supposedly sent out 3/25.
We apologize for any misunderstanding regarding our warranties.Squaretrade is only able to cover products which are deemed fully functional from the date of purchase. Due to this item having issues from the date it was received the issues would be considered pre-existing, and the warranty would be...
invalid. Because of this we would be unable to file any claims for the customer, and we apologize for the inconvenience. We have cancelled the consumer's policy and requested a full refund, which will be processed to the customer's original payment resource via Amazon.
We apologize for any inconvenience that the consumer might have experienced during this process.
As of today 03/12/2018 the consumer has been contacted and a favorable resolution has been reached for the consumer
as they are being reimbursed for the entire cost of their unit!
Complaint: [redacted]I am rejecting this response because This is a complete non truth the order number :Order # Sincerely,[redacted]
We are sorry for any confusion experienced during the claim process.
Squaretrade attempts to make our claim process as streamlined and effortless as possible. We do apologize if there were multiple requests to send information over. Regarding the repair, our records indicate that 3 main...
components were replaced or repaired in the unit. Our depots repaired the Main Circuit Board, replaced the Charging Port, and reseated the Digitizer. Squaretrade does provide a 30-day repair guarantee and will be reaching out to discuss any potential issues the consumer may have experienced.
Complaint:[redacted]I am rejecting this response because: I was told I could take my watch to another location in Illinois but I am forced to pay for it and then be reimbursed by Square trade. Also the label that I was sent is for [redacted] and there are no [redacted] locations near me nor do I have a package to put the watch in so I am forced to purchase one.Sincerely,[redacted]
We are sorry for any issues the consumer had after purchasing their warranty.Generally within 24 hours the consumer receives a copy of their warranty contract via email. We have emailed the consumer a copy of their warranty contract.
Initial Business Response /* (1000, 5, 2015/12/29) */
We apologize for the issue the consumer experienced with their device.
Our records indicate the consumer has been refunded for the warranty and the claim has been processed for payout on 12/28/2015. The consumer can expect to receive the...
refund and payout in 7-10 business in the form of a check.
Please accept our apologies for the difficulties the consumer experienced trying to file their claim and locate a warranty contract with us. After some deep digging, we were able to locate the contract, but the contact details that were provided for the item was different.
We have...
since reached out to the consumer through voice mail and the email (provided on this complaint) to address the root cause of why we had difficulties locating the account, and to further support their request to file a claim.
Complaint: [redacted]I am rejecting this response because:
Dear [redacted]
If the display cannot be returned or exchanged, then you still have not provided me with a product of like, kind, quality, and functionality that you explicitly state you will do regardless of what you say I accepted.
I know that the display was purchased from Sam’s Club, how much you paid for it, and that an AmEX Card was used. I have had a Sam’s Club membership for many years and they have never refused anything I wanted to return to them. Sam’s Club, who is partnered with you, even called SquareTrade themselves to see if I could exchange it and SquareTrade still would not let me return it on my own to them. I have been cheated out of several hundred dollars because of this. There is a big difference between a $1000 display and a [redacted] TV, and you have not provided a product up to my coverage amount.
Your email that you send when the replacement team chooses a replacement is very sinister. You should include in writing in the email that if you disagree with the replacement item then please respond accordingly. You do not include this in your email that is sent out. I have trusted that you will do what you say in replacing a product of like, kind, quality and functionality. Are you also aware that the "display" you sent does not have a full function remote to control various aspects of the display? I have to use my own tablet or phone to do this. VIZIO cannot legally call their sets TV’s any longer, they are displays because they do not contain an integrated tuner. You could have sought out other brands that have this functionality. [redacted] I did not insure a display.
I would also suggest that the replacement team be better trained to send comparable products to their customers to prevent this in the future. After all, that is the business you are in, to replace or fix electronic devices of all types. [redacted] if you were in my shoes you would be extremely upset about this situation as well. I have three other protection plans with SquareTrade that I am considering cancelling because of what has transpired with my subpar replacement. If you do not make this right, I will seek other places from here on out to insure my electronic devices. If you do not provide me with what you state in the contract: Squaretrade will, "replace your product with a product of like, kind, quality and functionality." I will pursue other avenues to get this remedied.
Thank you Mr. Hardy and I await your prompt response.
HOW WE WILL SERVICE YOUR PRODUCT:
Depending on the Product and failure circumstances, at our discretion, We will either:
Repair Your Product, or;
Provide a cash settlement or a Gift Card reflecting the replacement cost of a new product of equal features and functionality up to the Coverage Amount, or;
Replace Your Product with a product of like, kind, quality and functionality.
Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because: Square Trade Continues to contradict itself and proves the company is a fraud and does not do what is advertise. Square Trade first indicated that the reason why it couldn't reimburse me the full amount that I paid [redacted] plus tax [redacted] was because they said the claim limit was [redacted] believing it to be another claim that I had to file. If you re-read they said that the only reason why they couldn't pay the taxes was because the limit of the claim was for [redacted] and there was no extra coverage. However, when I presented them with the fact that they were mistaken and I gave them the correct claim number, showing that the claim limit on this claim is from 50-75 in which there is no excuse as to why they are not paying the full amount that I paid for the clam with is $[redacted]. Therefore rather than do what was said in their last response, blaming it on the fact that insurance that was purchased only allotted up to [redacted], and not the fact they don't reimburse taxes. I will be using the fist response to prove my case legally. if you refuse to pay me the full amount of $[redacted] then this will be a legal matter. The cost of fighting the $[redacted] in court will cost me nothing but cost you much more. Your choice! I had to order another phone from [redacted] and I am going to pick it up tomorrow and then I will send you the broken phone. If the check sent to me is not for the full amount I paid for the phone then we will continue this matter before the courts. Square trade is a proven fraud and liar and will do anything to keep from paying the full claim and would rather cheat me out of $[redacted]. I was solicited into purchasing this item by Square Trade because I was told that I would be reimbursed the full price that I paid for the item. Now the phone is broken and I filed a claim and they are not reimbursing me the full amount I paid for the claim. Had I purchased it from [redacted] and used their insurance, I would be reimbursed for the full price. [redacted] is taking heat for this too because people should not buy such electronics online without having proper insurance and Square Trade does not offer proper insurance they are a fraud, thief and liar....but this not over!Sincerely,[redacted]
We are sorry for any issues the consumer had with their device. We understand the consumer would like to keep their complaint open. As of right now we have received the device and a check has been processed as of 11/01/**
The consumers warranty contract states "Your item is covered for up to its full replacement cost, excluding tax & shipping." A system generated email was sent to the displaying the wrong reimbursement price. The consumer has been reimbursed their actual item price.
We apologize for any confusion regarding the warranty purchase.After reviewing the consumer's account, we do not show any confirmation emails or a copy of emails relating to any promotions have been received. According to the contract associated with all of the consumer's warranties explicitly state that the proof of purchase is required before a claim or any assistance can be provided. Unfortunately, until the receipts are provided or the email detailing the promotion is presented, we are unable to assist.
I had filed a complaint before on SquareTrade--complaint #[redacted] with the Revdex.com. On this case SquareTrade did admit they cancelled my warranty mistakenly and had decided to honor my claim. I was satisfied with that. They had told me to have my laptop fixed and send them the receipt. I did have it repaired and sent the receipt and all documentation to them on 7/22. They have put in ticket [redacted] to have my $[redacted] reimbursed but each time I call them they say it will be reviewed and you will receive and email within 24 hours. However, after 3 calls I have not received a thing from SquareTrade. I have no idea if I will ever be reimbursed as promised. I just need them to execute on their promise. Get the reimbursement completed and this will go away. SqaureTrade should honor their promise and agreement to reimburse me for the claim I have with them of $[redacted].
Initial Business Response /* (1000, 5, 2015/11/12) */
We apologize that the consumer experienced issues with their device.
At this time we are unable to find the consumer's account using the information they provided.The consumer has been contacted via email and phone to resolve this issue but...
we have yet to hear a response.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My account is under [redacted], my husband. I have not received any phone calls. I did get the e-mail, but them apologizing with no indications of rectifying the situation is NOT acceptable.
Final Business Response /* (4000, 9, 2015/11/19) */
We are unable to find an account associated with the consumer's name or her husbands.
The consumer has been contacted via email and phone but we have not received a response yet.
We appreciate the consumers cooperation in this matter.
Squaretrade agrees to the terms stated by the consumer. We have refunded the consumers deductible as an exception and an email has been sent as confirmation.
Initial Business Response /* (1000, 5, 2015/12/21) */
We apologize for the issue the consumer experienced with their device. Per the Terms & Conditions, the SquareTrade warranty does protect against accidental damage from handling including spills, drops and liquid damage. Damage due to a fire is...
not included but we would like to do everything we can to assist the consumer during this difficult time. We are requesting the consumer send a documentation in order to move forward with a resolution.
Complaint Response Date bumped because: Holiday
Complaint: [redacted]I am rejecting this response because: Even though this company resolution department has gotten in touch with me. I do not trust one word they say to me until I receive my laptop fixed and returned to the correct address. This company was not willing to work with me until I got in touch with B.B.B. And until this case is resolved in its complete satisfaction. I do not trust company to state that this case has been rectified. They have lied to me and was dishonest for 6 weeks. I will not be satisfied until my laptop is returned to me, and repaired correctly. Sincerely,Shawn [redacted]
We apologize for any inconvenience that the consumer might have experienced during this process.
We spoke with the consumer in reference to his latest issue with his phone and approved him for a phone replacement.
In addition we accommodated the customer by issuing a full refund of his warranty...
cost all to which he agreed to.
If there are any issues after this next replacement the consumer has been instructed to reach out to us for a final resolution!
(The consumer indicated he/she DID NOT accept the response from the business.)No such email was...
sent to me. I had to call Squaretrade again and this time I got a hold of [redacted]. It is erroneous to say that I was emailed and that I did not respond back. I had to chase down [redacted] to get my side of the story. After telling my side of the story, he finally agreed that Squaretrade was in the wrong because I had explained profusely what had happened. I have been issued a check for the damaged PS4, but I have not received it yet, even thought it was supposedly sent out 3/25.