Please be advised that after Revdex.com closed the complaint the business (Square Trade) called me and apologized for the confusion and offered to send me a check for $819.00, the amount of my claim. I accepted their offer and received the check in the mail today. Please update your records accordingly.
SquareTrade apologizes for the delays in the consumer receiving reimbursement. It seems there was some technical issue with our email system corresponding with the consumers'. Currently, we have resent the gift card payment directly from our accounting team and this will resolve the issue. We appreciate the time and patients the consumer has shown.
The consumer is responsible for having a clear understanding of their purchase & by making the purchase of the warranty the consumer agrees to the Terms & Conditions. We will make an exception to reimburse for the full repair of amount but the $150 will be deducted from the remaining amount of the warranty. The consumer can expect to receive the reimbursement in 7-10 business days.
Initial Business Response /* (1000, 5, 2015/07/26) */
We are sorry the consumer had a delay in reimbursement.
We require a receipt showing that the repair was paid for. We spoke to the consumer and they were able to produce a document that shows there was a repair performed and a payment made....
Based on that receipt we are going to reimburse the consumer the repair costs of 160.18.
The consumer did produce another receipt that clearly showed the payment. It was not needed at this point but SquareTrade greatly appreciates this consumer's effort to help us maintain proper documentation.
We're sorry for any issues the consumer had with their device. Starting April 21[redacted] SquareTrade switched our special promotion to reflect a reduced deductible vs. a waived deductible. The cost of the consumer's repairs and the deductible necessary were of equal value. As the cost...
of the deductible canceled out any reimbursement the consumer may have received.
Initial Business Response /* (1000, 5, 2015/07/29) */
We are sorry the consumer had issues with their warranty and with our customer service group.
We have confirmed that the warranties in question are both active. We are following up with the proper department at SquareTrade to make sure the...
warranties remain active and payments are made.
We are addressing the issue with not having enough specialists to answer the phones. We are hiring more specialists to that the wait time to answer the phone is being reduced.
We have spoken with the consumer and have addressed these issues.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received a call from "[redacted]" yesterday and he assured me that he is looking into everything and will get the billing issue taken care of. He indicated that I would hear from him within the next 2 weeks. I marked this response "no" because everything has not been completely resolved yet. [redacted] was very nice and I am taking him at his word and once everything is done I will mark this section "yes".
Final Consumer Response /* (4200, 14, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told by "[redacted]" that I would be hearing back from him with a resolution and that has NOT happened. I am not understanding how this can be so complicated! Is this a sign that there is a much bigger problem going on with how you treat your customers and how you bill them? From my point of view as the consumer it is pretty straight forward. 1. Make sure the billing for my account and my wife's account is accurate! 2. Make sure there is NO lapse in coverage since we have done nothing wrong and NOT missed a payment. 3. Get the information in YOUR system fixed so that it pulls the money ON TIME every month. We I first filed this complaint I was giving your company the benefit of the doubt and NOT asking for anything. Now, with the frustration, claims that have not been followed through on etc. I think my wife and I should get our warranty for free! But if you don't want to do that THEN GET IT FIXED!
Final Business Response /* (4000, 18, 2015/09/11) */
Hi [redacted],
We have confirmed that the current billing cycle was complete and both warranties are current and active. The consumer should have no issues when filing a claim.
Complaint: [redacted]I am rejecting this response because:
I understand that SquareTrade chose to replace the product instead of providing a refund, however I am
very unhappy with the quality of customer service I received. I am also u happy with the quality of the product that they sent me as the product has clearly been used. For the money that I have paid for the warranty, I would have expected to receive a new [redacted] rather than one that was refurbished. Very disappointed that SquareTrade has not provided any help in resolving my dissatisfaction with their service. I still feel that I should be reimbursed instead of receiving a used [redacted] and have some sort of inconvenience refund for my warranty costs.
Sincerely,[redacted]
Squaretrade apologizes for the difficulty experienced filing this claim.
Since the filing of this complaint Squaretrade has agreed to reimburse the consumer for their item cost and has communicated this to the consumer. Since then the consumer has also accepted the requirements for us to provide...
reimbursement and we hope this to be a satisfactory resolution.
We are sorry for any issues the consumer had with their device. Looking into the consumer's account they did not contact Squaretrade about any issues with the warranty or device until after their coverage ended. Due to the consumer not contacting SquareTrade during their warranty coverage...
term we are not able to provide service to the consumer's device.
Complaint: [redacted]I am rejecting this response because:
there wasnt an option to response to their response yet from the 17th but I did send the requested video of the issue - below was my most recent interactions
I had previously started a claim and spoke with one rep and put in a complaint. then I got an email back for me to record the issue in video since it doesn't happen 24 hours a day - did that and sent in and called back as requested. now im at "call cable company to replace modem-squaretrade" me- I dont have cable "please hold-squaretrade".. "this is a source problem replace hdmi and/or device-squaretrade" me- I have 4 devices with same issue and have tried at least that many cables with the same issue, I can clear it for 3-7 days with a factory reset on TV but it comes back "please hold-squaretrade" .. "if this happens more frequently please call us back-squaretrade" me- So i'm supposed to do a factory reset and redo my TV settings once a week ? "yes-squaretrade" ....
my solution will be buying another Tv but I wouldn't mark square trade as resolvingSincerely,James [redacted]
Initial Business Response /* (1000, 5, 2015/08/12) */
We are sorry the consumer had issues with their device.
Based on the 5 day guarantee we refunded the warranty price as per our policy regarding the guarantee. The 5 day guarantee does not state that we will refund the item price.
Sometimes the...
chargers do get lost and we try to replace the chargers with compatible chargers. The first charger we sent did not work properly so we do offer the consumer to purchase a charger locally and we will reimburse them. The advantage of this is the consumer can test the charger and confirm it will work for them as this would be the fastest resolution.
The customer did not want to put in the time to do that so we offered a purchased replacement. We contacted the manufacturer and they sent us photos of the available chargers that they not have for the model of computer the consumer has. The consumer stated that the charger does not look the same, therefore would not work. We told the consumer that this is the charger the manufacturer recommends for this model as the original charger is no longer available. We are not able to order the charger from the manufacturer so we have offered to send the money needed to purchase the charger of his choice. We are waiting the consumer's reply.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Note I have kept copies of ALL emails and correspondence with squaretrade and they are not telling the truth in their response.
Eventually they did refund me the warranty money, but it was not because they took over a month to repair it, it was after I had contacted them repeatedly over months requesting they return to me me the correct charger and then it was not until I threatened to report them to the Revdex.com did they actually do anything.
I spoke with a man named Oliver in February 2015 who informed me that they have extras of the power supply in their repair facility and will send it to me. They never did. I started calling them and then emails and calls were not replied to. After months passed * contacted their corporate headquarters and threatened to report them was I then offered a refund.
The charger they sent me was used and for a completely different computer with a different type of connector. They then followed up in emails from them stating they are not able to purchase directly from Lenovo.
They in their emails wrote me they are only authorized to purchase from Amazon but Amazon does not carry the model.
First in their emails they wrote I should purchase the charger myself with my money from Amazon and they will reimburse me. I had informed them in writing that Amazon does not carry it and that it is only available from the manufacture.
I exchanged emails with square trade for months, with most never replied to and then on my own contacted the manufacture to buy it. I was informed in may that they just ran out of stock and would take a month. I in emails notified square trade of this.
A month later square traded wrote in an email they also contacted Lenovo and can not get a replacement from the manufacture. They said when it is available to contact them.
When it became available from Lenovo I contacted squaretrade in multiple emails informing them. I got no reply. I contacted them 7 times before they finally replied.
They then wrote they are authorized only to purchase it from Amazon and are not authorized to purchase from the manufacture. I followed up with several emails to square trade that were never replied to.
I then threatened to report them to our state's Attorney General Consumer Protection department if they do not resolve this and then they wrote they can't help me and to take it up with their legal team.
Then a few weeks later I filed my Revdex.com complaint and informed them I had done that. They wrote and informed me that they will send me the money and I can purchase it myself from Lenovo and asked if it is acceptable.
I replied a month ago that it is acceptable and so far I have not heard back. I wrote a second time and got no reply. I resent the email again today.
Clearly their response to you is a complete lie and I have kept copies of all correspondence and emails that I can provide copies of if needed.
Final Business Response /* (4000, 9, 2015/08/24) */
We are sorry the consumer had such a poor experience with SquareTrade.
After much delay and miscommunication the consumer has finally received compensation for a replacement AC power adapter.
SquareTrade has learned some things in this experience and will apply it to our training.
We apologize to the consumer for the inconvenience.For us to be able to proceed with the reimbursement we would need one of two things.1. Documentation from the store that took the device and dispose of it.2. The Original phone that is covered.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted]. Even though I disagree with their ondemand software working correctly (in-that I know that I selected to receive a Check and not an eGift card), I find that this resolution is satisfactory to me. Sincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I would like to suggest to SquareTrade that they have to train the specialists and let them know about this policy as the person whom I talked to did not know about this.Sincerely, [redacted]
We are sorry for any issues the consumer had with their device. After looking into the consumer's account their claim has been changed from local repair to a reimbursement.
Complaint: [redacted]I am rejecting this response because:
Square Trade Warranty says under Section 15: BINDING ARBITRATION
"Any controversy or claim arising out of or relating to this Protection Plan, or breach thereof, will be settled by binding arbitration in accordance with the Commercial Arbitration Rules of the
American Arbitration Association. Under this Arbitration provision, We both give up the right to resolve any controversy or claim arising out of or relating to this Protection Plan by a judge and/or a
jury. Prior to filing any arbitration, We jointly agree to seek to resolve any dispute between us by mediation conducted by the AAA, with all mediator fees and expenses paid by Us. If You are
successful in obtaining an arbitration award against us greater than $[redacted], We agree to pay all arbitrator fees and expenses."
In addition the Revdex.com (of which I own a business that is a Member - not related to this matter) provides that MEMBERS (which Square Trade Is) agree to ARBITRATION. I asked SQUARE TRADE for
ARBITRATION under Section 15 of the SQUARE TRADE WARRANTY. THEY DID NOT REPLY. I feel I am entitled to ARBITRATION under BOTH the Square Trade Warranty and the Revdex.com rules as Square
Trade is a member.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. Sincerely, [redacted]
We are sorry for any issue the consumer experienced with their device.
Our agents were following proper process for any manufacturer override by asking for confirmation of the different warranty period. Obviously, once the consumer provided the information showing the 60-day timeframe, we...
should have accepted that and proceeded. We apologize this did not happen and if this caused a delay in receiving assistance.
Regarding the claim resolution, our repair options for jewelry are clearly detailed in our Terms & Conditions.
Our T's & C's advise "JEWELRY: This Protection Plan provides coverage for parts and labor costs to repair the Jewelry where the problem is a result of a failure caused by defects in workmanship and/or materials, including those resulting from normal wear and tear such as: cracks, chips, scratches, dents, kinks, breaks, and thinning. You will be reimbursed for SquareTrade-authorized repairs to, or replacement of the Jewelry, at Our discretion, when required due to a problem which is not covered under any other warranty, service plan or insurance."
Moving forward, we understand that having SquareTrade reimburse for a local repair might not be the most "convenient" for this consumer, but this is our resolution option for jewelry.
Initial Business Response /* (1000, 5, 2016/01/29) */
We apologize for the issue the consumer experienced with their unit. Unfortunately the technician did not inform us that the repair was unsuccessful or we would have set a new appointment. The consumer can move forward with another repair...
through SquareTrade or use a local technician and we will reimburse them for the repair. The consumer has been contacted by a Resolution team member to resolve their complaint.
Initial Consumer Rebuttal /* (2000, 7, 2016/02/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have not been successfully contacted by Square Trade prior to this and as mentioned, I contacted Square Trade to advise the repair was unsuccessful and my call was routed multiple times before I was advised of a call back that never came. I will schedule a repair through an authorized GE source and once repair is complete, and payment has been reimbursed, I will consider this matter closed.
Complaint: [redacted]I am rejecting this response because:
Their statement is inaccurate. I logged into my account to resubmit my receipt and realized I had 2 plans for the same exact washing machine, same serial number and all. I only have 1 machine. Upon realizing this double plan, I contacted CC and initially requested for the 2nd plan to just extend the 1st plan, which they denied. I turned to request a full refund of the secondary plan where I was informed that I would only be eligible for a prorated amount. I never filed 2 plans for the same item and was told that the both processed the same day, which I am assuming was a mistake during submission. Yes I cancelled my coverage for both plans but it was because there were 2 plans for the same item with the same exact serial number and I was unhappy with the customer service. Since my machine is still covered under Sears Extended Warranty, I decided to cut ties with this company and continue coverage under them.
Sincerely,[redacted]
Please be advised that after Revdex.com closed the complaint the business (Square Trade) called me and apologized for the confusion and offered to send me a check for $819.00, the amount of my claim. I accepted their offer and received the check in the mail today. Please update your records accordingly.
SquareTrade apologizes for the delays in the consumer receiving reimbursement. It seems there was some technical issue with our email system corresponding with the consumers'. Currently, we have resent the gift card payment directly from our accounting team and this will resolve the issue. We appreciate the time and patients the consumer has shown.
The consumer is responsible for having a clear understanding of their purchase & by making the purchase of the warranty the consumer agrees to the Terms & Conditions. We will make an exception to reimburse for the full repair of amount but the $150 will be deducted from the remaining amount of the warranty. The consumer can expect to receive the reimbursement in 7-10 business days.
Initial Business Response /* (1000, 5, 2015/07/26) */
We are sorry the consumer had a delay in reimbursement.
We require a receipt showing that the repair was paid for. We spoke to the consumer and they were able to produce a document that shows there was a repair performed and a payment made....
Based on that receipt we are going to reimburse the consumer the repair costs of 160.18.
The consumer did produce another receipt that clearly showed the payment. It was not needed at this point but SquareTrade greatly appreciates this consumer's effort to help us maintain proper documentation.
We're sorry for any issues the consumer had with their device. Starting April 21[redacted] SquareTrade switched our special promotion to reflect a reduced deductible vs. a waived deductible. The cost of the consumer's repairs and the deductible necessary were of equal value. As the cost...
of the deductible canceled out any reimbursement the consumer may have received.
Initial Business Response /* (1000, 5, 2015/07/29) */
We are sorry the consumer had issues with their warranty and with our customer service group.
We have confirmed that the warranties in question are both active. We are following up with the proper department at SquareTrade to make sure the...
warranties remain active and payments are made.
We are addressing the issue with not having enough specialists to answer the phones. We are hiring more specialists to that the wait time to answer the phone is being reduced.
We have spoken with the consumer and have addressed these issues.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received a call from "[redacted]" yesterday and he assured me that he is looking into everything and will get the billing issue taken care of. He indicated that I would hear from him within the next 2 weeks. I marked this response "no" because everything has not been completely resolved yet. [redacted] was very nice and I am taking him at his word and once everything is done I will mark this section "yes".
Final Consumer Response /* (4200, 14, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told by "[redacted]" that I would be hearing back from him with a resolution and that has NOT happened. I am not understanding how this can be so complicated! Is this a sign that there is a much bigger problem going on with how you treat your customers and how you bill them? From my point of view as the consumer it is pretty straight forward. 1. Make sure the billing for my account and my wife's account is accurate! 2. Make sure there is NO lapse in coverage since we have done nothing wrong and NOT missed a payment. 3. Get the information in YOUR system fixed so that it pulls the money ON TIME every month. We I first filed this complaint I was giving your company the benefit of the doubt and NOT asking for anything. Now, with the frustration, claims that have not been followed through on etc. I think my wife and I should get our warranty for free! But if you don't want to do that THEN GET IT FIXED!
Final Business Response /* (4000, 18, 2015/09/11) */
Hi [redacted],
We have confirmed that the current billing cycle was complete and both warranties are current and active. The consumer should have no issues when filing a claim.
Complaint: [redacted]I am rejecting this response because:
I understand that SquareTrade chose to replace the product instead of providing a refund, however I am
very unhappy with the quality of customer service I received. I am also u happy with the quality of the product that they sent me as the product has clearly been used. For the money that I have paid for the warranty, I would have expected to receive a new [redacted] rather than one that was refurbished. Very disappointed that SquareTrade has not provided any help in resolving my dissatisfaction with their service. I still feel that I should be reimbursed instead of receiving a used [redacted] and have some sort of inconvenience refund for my warranty costs.
Sincerely,[redacted]
Squaretrade apologizes for the difficulty experienced filing this claim.
Since the filing of this complaint Squaretrade has agreed to reimburse the consumer for their item cost and has communicated this to the consumer. Since then the consumer has also accepted the requirements for us to provide...
reimbursement and we hope this to be a satisfactory resolution.
We are sorry for any issues the consumer had with their device. Looking into the consumer's account they did not contact Squaretrade about any issues with the warranty or device until after their coverage ended. Due to the consumer not contacting SquareTrade during their warranty coverage...
term we are not able to provide service to the consumer's device.
Complaint: [redacted]I am rejecting this response because:
there wasnt an option to response to their response yet from the 17th but I did send the requested video of the issue - below was my most recent interactions
I had previously started a claim and spoke with one rep and put in a complaint. then I got an email back for me to record the issue in video since it doesn't happen 24 hours a day - did that and sent in and called back as requested. now im at "call cable company to replace modem-squaretrade" me- I dont have cable "please hold-squaretrade".. "this is a source problem replace hdmi and/or device-squaretrade" me- I have 4 devices with same issue and have tried at least that many cables with the same issue, I can clear it for 3-7 days with a factory reset on TV but it comes back "please hold-squaretrade" .. "if this happens more frequently please call us back-squaretrade" me- So i'm supposed to do a factory reset and redo my TV settings once a week ? "yes-squaretrade" ....
my solution will be buying another Tv but I wouldn't mark square trade as resolvingSincerely,James [redacted]
Initial Business Response /* (1000, 5, 2015/08/12) */
We are sorry the consumer had issues with their device.
Based on the 5 day guarantee we refunded the warranty price as per our policy regarding the guarantee. The 5 day guarantee does not state that we will refund the item price.
Sometimes the...
chargers do get lost and we try to replace the chargers with compatible chargers. The first charger we sent did not work properly so we do offer the consumer to purchase a charger locally and we will reimburse them. The advantage of this is the consumer can test the charger and confirm it will work for them as this would be the fastest resolution.
The customer did not want to put in the time to do that so we offered a purchased replacement. We contacted the manufacturer and they sent us photos of the available chargers that they not have for the model of computer the consumer has. The consumer stated that the charger does not look the same, therefore would not work. We told the consumer that this is the charger the manufacturer recommends for this model as the original charger is no longer available. We are not able to order the charger from the manufacturer so we have offered to send the money needed to purchase the charger of his choice. We are waiting the consumer's reply.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Note I have kept copies of ALL emails and correspondence with squaretrade and they are not telling the truth in their response.
Eventually they did refund me the warranty money, but it was not because they took over a month to repair it, it was after I had contacted them repeatedly over months requesting they return to me me the correct charger and then it was not until I threatened to report them to the Revdex.com did they actually do anything.
I spoke with a man named Oliver in February 2015 who informed me that they have extras of the power supply in their repair facility and will send it to me. They never did. I started calling them and then emails and calls were not replied to. After months passed * contacted their corporate headquarters and threatened to report them was I then offered a refund.
The charger they sent me was used and for a completely different computer with a different type of connector. They then followed up in emails from them stating they are not able to purchase directly from Lenovo.
They in their emails wrote me they are only authorized to purchase from Amazon but Amazon does not carry the model.
First in their emails they wrote I should purchase the charger myself with my money from Amazon and they will reimburse me. I had informed them in writing that Amazon does not carry it and that it is only available from the manufacture.
I exchanged emails with square trade for months, with most never replied to and then on my own contacted the manufacture to buy it. I was informed in may that they just ran out of stock and would take a month. I in emails notified square trade of this.
A month later square traded wrote in an email they also contacted Lenovo and can not get a replacement from the manufacture. They said when it is available to contact them.
When it became available from Lenovo I contacted squaretrade in multiple emails informing them. I got no reply. I contacted them 7 times before they finally replied.
They then wrote they are authorized only to purchase it from Amazon and are not authorized to purchase from the manufacture. I followed up with several emails to square trade that were never replied to.
I then threatened to report them to our state's Attorney General Consumer Protection department if they do not resolve this and then they wrote they can't help me and to take it up with their legal team.
Then a few weeks later I filed my Revdex.com complaint and informed them I had done that. They wrote and informed me that they will send me the money and I can purchase it myself from Lenovo and asked if it is acceptable.
I replied a month ago that it is acceptable and so far I have not heard back. I wrote a second time and got no reply. I resent the email again today.
Clearly their response to you is a complete lie and I have kept copies of all correspondence and emails that I can provide copies of if needed.
Final Business Response /* (4000, 9, 2015/08/24) */
We are sorry the consumer had such a poor experience with SquareTrade.
After much delay and miscommunication the consumer has finally received compensation for a replacement AC power adapter.
SquareTrade has learned some things in this experience and will apply it to our training.
We apologize to the consumer for the inconvenience.For us to be able to proceed with the reimbursement we would need one of two things.1. Documentation from the store that took the device and dispose of it.2. The Original phone that is covered.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted]. Even though I disagree with their ondemand software working correctly (in-that I know that I selected to receive a Check and not an eGift card), I find that this resolution is satisfactory to me. Sincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I would like to suggest to SquareTrade that they have to train the specialists and let them know about this policy as the person whom I talked to did not know about this.Sincerely, [redacted]
We are sorry for any issues the consumer had with their device. After looking into the consumer's account their claim has been changed from local repair to a reimbursement.
Complaint: [redacted]I am rejecting this response because:
Square Trade Warranty says under Section 15: BINDING ARBITRATION
"Any controversy or claim arising out of or relating to this Protection Plan, or breach thereof, will be settled by binding arbitration in accordance with the Commercial Arbitration Rules of the
American Arbitration Association. Under this Arbitration provision, We both give up the right to resolve any controversy or claim arising out of or relating to this Protection Plan by a judge and/or a
jury. Prior to filing any arbitration, We jointly agree to seek to resolve any dispute between us by mediation conducted by the AAA, with all mediator fees and expenses paid by Us. If You are
successful in obtaining an arbitration award against us greater than $[redacted], We agree to pay all arbitrator fees and expenses."
In addition the Revdex.com (of which I own a business that is a Member - not related to this matter) provides that MEMBERS (which Square Trade Is) agree to ARBITRATION. I asked SQUARE TRADE for
ARBITRATION under Section 15 of the SQUARE TRADE WARRANTY. THEY DID NOT REPLY. I feel I am entitled to ARBITRATION under BOTH the Square Trade Warranty and the Revdex.com rules as Square
Trade is a member.
[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. Sincerely, [redacted]
We are sorry for any issue the consumer experienced with their device.
Our agents were following proper process for any manufacturer override by asking for confirmation of the different warranty period. Obviously, once the consumer provided the information showing the 60-day timeframe, we...
should have accepted that and proceeded. We apologize this did not happen and if this caused a delay in receiving assistance.
Regarding the claim resolution, our repair options for jewelry are clearly detailed in our Terms & Conditions.
Our T's & C's advise "JEWELRY: This Protection Plan provides coverage for parts and labor costs to repair the Jewelry where the problem is a result of a failure caused by defects in workmanship and/or materials, including those resulting from normal wear and tear such as: cracks, chips, scratches, dents, kinks, breaks, and thinning. You will be reimbursed for SquareTrade-authorized repairs to, or replacement of the Jewelry, at Our discretion, when required due to a problem which is not covered under any other warranty, service plan or insurance."
Moving forward, we understand that having SquareTrade reimburse for a local repair might not be the most "convenient" for this consumer, but this is our resolution option for jewelry.
Initial Business Response /* (1000, 5, 2016/01/29) */
We apologize for the issue the consumer experienced with their unit. Unfortunately the technician did not inform us that the repair was unsuccessful or we would have set a new appointment. The consumer can move forward with another repair...
through SquareTrade or use a local technician and we will reimburse them for the repair. The consumer has been contacted by a Resolution team member to resolve their complaint.
Initial Consumer Rebuttal /* (2000, 7, 2016/02/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have not been successfully contacted by Square Trade prior to this and as mentioned, I contacted Square Trade to advise the repair was unsuccessful and my call was routed multiple times before I was advised of a call back that never came. I will schedule a repair through an authorized GE source and once repair is complete, and payment has been reimbursed, I will consider this matter closed.
Complaint: [redacted]I am rejecting this response because:
Their statement is inaccurate. I logged into my account to resubmit my receipt and realized I had 2 plans for the same exact washing machine, same serial number and all. I only have 1 machine. Upon realizing this double plan, I contacted CC and initially requested for the 2nd plan to just extend the 1st plan, which they denied. I turned to request a full refund of the secondary plan where I was informed that I would only be eligible for a prorated amount. I never filed 2 plans for the same item and was told that the both processed the same day, which I am assuming was a mistake during submission. Yes I cancelled my coverage for both plans but it was because there were 2 plans for the same item with the same exact serial number and I was unhappy with the customer service. Since my machine is still covered under Sears Extended Warranty, I decided to cut ties with this company and continue coverage under them.
Sincerely,[redacted]