We're sorry that you did not receive your Protection planYou should have received an electronic copy of your Service Agreement as part of the confirmation email we sent you, following your Protection Plan purchaseWe have resent your Protection plan to youLooking into the account, a reimbursement of the warranty cost was processed on 6/09/***
Initial Business Response / [redacted] (1000, 5, 2015/10/22) */ We are sorry the consumer had issues with their device Per our Terms & Conditions, "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." We have reached out to the consumer to resolve the complaint but we have yet to receive a response Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have not offer me anything to fix my issueThe rep I spoke to follow up on Friday 10/24/told me she was going to call me back and she did notI spent over $and they are not willing to help me fix my phone Final Business Response / [redacted] (4000, 9, 2015/10/29) */ We contacted the consumer by email on 10/to resolve her complaint We fulfilled the contract by replacing her device and we made a one time exception to refund her for the warranty The funds are being mailed to the consumer and she is aware of this resolution
The Assurance team confirmed the consumer submitted an invoice that was edited to show a higher amount than what was quoted by the repair store.Unfortunately, falsifying and/or modifying information when filing claims violates SquareTrade's Terms & Conditions and gives us the right to cancel Protection Plans where material misrepresentation is suspectedAn Assurance team manager has already contacted the consumer & informed we will be cancelling & refunded all existing Protection Plans associated with your account and blocked your account(s) due to significant irregularities
We are sorry for any issues the consumer experienced with their device According to our records, the reason for the delay was the lack of clarity of the receiptsAs the receipt did not show the repairs performed nor a breakdown of charges, we required additional time to verify the information with the repair locationWe show that the repair receipt has since been verified and a check processed for the remaining cost as of 6/
Initial Business Response / [redacted] (1000, 5, 2015/10/07) */ We are sorry the consumer had issues with their device As we may recommend a repair shop we cannot guarantee their work unless the shop is part of our networkThe shop in question was not part of our network as we pay these shops directly and the consumer does not Even though the issues occurred when the phone was not in the customer's possession in this case we would take a claim and get a resolution for the consumerOur procedure is to have the device sent to our repair depot so they can evaluate the issue and try and resolve the issueAs they have more resources available than a local repair shop many times they are able to resolve the issue and return a repaired phone to the consumerIf they deem the device as unrepairable we will pay the consumer a reimbursement equal to what they paid for the unit or a replace cost Due to the poor response the consumer had in this case we are going to refund the deductible they paid, reimburse them $so they can purchase a replacement device and a refund on the warranty price as they had a poor experience with us We have communicated with the consumer and are waiting their response to our offer Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am very [redacted] with the solution SquareTrade has offered, and it's actually more than I was expecting [redacted] was very helpful and went above and beyond to make this situation rightJust more evidence that SquareTrade is a great company that cares about its customers!
Initial Business Response / [redacted] (1000, 5, 2015/06/23) */ We are sorry the consumer is having problems with their phone The warranty expired months ago and we are unable to do anything for the consumer
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 saleThis is the main reason we provide a copy of our Terms & Conditions to all consumer, so they may better understand the coverage terms and limitationsThe consumer's warranties provide coverage for years or coverage up to the items purchase price, in this case, the replacement would exhaust the warranty valueBased on section 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 AmountIn 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
(The consumer indicated he/she DID NOT accept the response from the business.)I sent a response yesterday, here it is again, I responded to square trade's email to me on March with the following email:(The label that was sent to us for the return of the [redacted] was sent to us Via emailMy wife printed the label off and applied it to the package that contained the [redacted] The package was left at a drop off point and there was no receipt obtained for itOn your website the package was marked sentWe have contacted both [redacted] and [redacted] and can find no record of any scansWe can understand your reluctance to pay the amount that it was insured without receiving the item in questionThe fact remains that we did everything that was required of usIf it was lost by [redacted] then it is your responsibility to recover from [redacted] **The label was sent by you to us and we did everything that was required on our endWith that said, we have been more than patient and have spent time and gasoline going to both [redacted] facilitiesThere is only one way to resolve this matter and that is for you to pay the claim and speak to [redacted] about compensating youWe deal with shipping all the time with [redacted] and are well versed in the shipping processMaybe it is time for you to use another carrier for your businessThank You)I have received a responseI first tried to call didn't get through so I emailedThe say the shipping label provided wasn't used, it was used they sent it as an attachment I copied it & placed it on the pkg(I made a copy of this shipping label for my records)A receipt was not given to me at the [redacted] pick up pointSquare Trade's web site states pkg.was sent! After checking with the web site, we figured everything was okI used the shipping label emailed to me, I did what Square Trade told me to do!
Squaretrade apologizes for any delays experienced.We will be honoring what our management had stated, If the consumer's device does have a recurring issue we will be more than happy to provide coverageWe will also provide a full refund of the warranty price due to this inconvenienceWe understand the consumer's hesitation and appreciate their patience as we resolved this concern
We are sorry for any issues the consumer had with their device It does appear the consumer was sold the incorrect warranty for the device A reimbursement has been processed for the item
We are sorry the consumer had issues with their device.Our repair depot received the package with the consumers device, and noticed that it had physical damage, along with a missing piece They took pictures of the unit upon receiptThis is the procedure when they receive any device for repairThe pictures show the physical damages and was returned to the consumer un-repairedSince the damages are outside of the terms and conditions, we're unable to reimburse the consumer
Initial Business Response / [redacted] (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 / [redacted] (3000, 7, 2015/11/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) My account is under [redacted] , my husbandI have not received any phone callsI did get the e-mail, but them apologizing with no indications of rectifying the situation is NOT acceptable Final Business Response / [redacted] (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
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 meSincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: The TV that was seen on the email that was sent you only had and was only in stock so there was no choiceThen what arrived at the house was not what was on the box the TV was sent in the model number do not even match up with the TV in the boxThe lies that this warranty have going the TV came in a brown box that came in a TV box that wasn't the original TV box that belonged to that TV and that box was inside a [redacted] club box now what type of mess is that who box a TV in a brown box then box that inside a TV box then box that inside a regular [redacted] box its a dead giveaway scamWe still have all the boxing and this factory TV this TV is basic we can't even watch it the picture goes in and out as if its going to go out like my old TV we can't even use the smart functions even the my son with a smart phone couldn't even work it the TV do not work at allThis is a warranty service that really is not worth it at allI rather them fix my old TV instead of this cheap TV they sent feel like I got robbed of my moneyI contacted [redacted] as well, because I will not be renewing my membership if this isn't fixed and I will be taking this higher because I have other TV's from there with this warranty service and I explained to them I want to return those as well because this is not a legit warranty company and your replacements are horrible and not the same as what you purchased at allIm glad my other TV's isn't that old of a purchase and Im glad [redacted] is working to correct this because I will not ever buy anything that have your company as a warranty service so those TV's will be returnedThis TV here is a junk TV you should be ashamed giving someone thisThe attorney general also my husband is a retired vet this isn't the last of this claim just because we are elderly do not give you no authority to take advantageThanks for the bad warranty service.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, but only because they paid me what was supposed to be paid by the warranty Their response through here was unacceptable.Sincerely, [redacted]
We are sorry for any delays experienced during the claim process.We show that initially, we were unable to locate the consumer's account with the information provided to usWe have since located the warranty and registered the account with the consumerAccording to our records, a claim has been filed on the warranty and is currently in the process of being paid outWe have sent the consumer a legal affidavit to sign and return, once received we will be fully reimbursing for the items price
Complaint: [redacted] I am rejecting this response because: The email generated and from what they told me by Square trade stated they would be able to repair the item and it would take 2-business days to as and repairTo me that email was an statement that would honor the warrantyAttached is the email I received Second they failed to contact me in a amount of time and I spent over two months without a phone and I am still without a phone, it came back and still doesn't work! Third there was no water damage to the phonethey didn't prove to me that there was and I think it is just an excuse not honor the warranty Again I want them to cancel all my policies and refund my money, because they are not a trusted company Second they still need fix my phone like they told me they would or pay for me to get it fixed And if they don't do that I need compensation for my time I took trying to contact them for two months and I had to take time off from work to do this And at no point did they attempt to contact meSincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: I have waited the 2-business days that I was told it would take to get my check and I still have not received my moneyThe e-mail that you sent me said they sent a check out to me on [redacted] Today is [redacted] and I still have not received a checkI called square trade today, [redacted] , and spoke with a gentleman named Jordin who again refused to let me speak to a managerHe told me that I could not be transferred to a manager without giving all of my informationI told him I was not going through this all again, so I gave him the claim number and the address info that he asked for, he then put me on hold for mins and never came back and no one ever picked upThis is NOT resolved as I have not gotten my money.Sincerely, [redacted]
We're sorry that you did not receive your Protection planYou should have received an electronic copy of your Service Agreement as part of the confirmation email we sent you, following your Protection Plan purchaseWe have resent your Protection plan to youLooking into the account, a reimbursement of the warranty cost was processed on 6/09/***
Initial Business Response / [redacted] (1000, 5, 2015/10/22) */ We are sorry the consumer had issues with their device Per our Terms & Conditions, "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." We have reached out to the consumer to resolve the complaint but we have yet to receive a response Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have not offer me anything to fix my issueThe rep I spoke to follow up on Friday 10/24/told me she was going to call me back and she did notI spent over $and they are not willing to help me fix my phone Final Business Response / [redacted] (4000, 9, 2015/10/29) */ We contacted the consumer by email on 10/to resolve her complaint We fulfilled the contract by replacing her device and we made a one time exception to refund her for the warranty The funds are being mailed to the consumer and she is aware of this resolution
The Assurance team confirmed the consumer submitted an invoice that was edited to show a higher amount than what was quoted by the repair store.Unfortunately, falsifying and/or modifying information when filing claims violates SquareTrade's Terms & Conditions and gives us the right to cancel Protection Plans where material misrepresentation is suspectedAn Assurance team manager has already contacted the consumer & informed we will be cancelling & refunded all existing Protection Plans associated with your account and blocked your account(s) due to significant irregularities
We are sorry for any issues the consumer experienced with their device According to our records, the reason for the delay was the lack of clarity of the receiptsAs the receipt did not show the repairs performed nor a breakdown of charges, we required additional time to verify the information with the repair locationWe show that the repair receipt has since been verified and a check processed for the remaining cost as of 6/
Initial Business Response / [redacted] (1000, 5, 2015/10/07) */ We are sorry the consumer had issues with their device As we may recommend a repair shop we cannot guarantee their work unless the shop is part of our networkThe shop in question was not part of our network as we pay these shops directly and the consumer does not Even though the issues occurred when the phone was not in the customer's possession in this case we would take a claim and get a resolution for the consumerOur procedure is to have the device sent to our repair depot so they can evaluate the issue and try and resolve the issueAs they have more resources available than a local repair shop many times they are able to resolve the issue and return a repaired phone to the consumerIf they deem the device as unrepairable we will pay the consumer a reimbursement equal to what they paid for the unit or a replace cost Due to the poor response the consumer had in this case we are going to refund the deductible they paid, reimburse them $so they can purchase a replacement device and a refund on the warranty price as they had a poor experience with us We have communicated with the consumer and are waiting their response to our offer Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am very [redacted] with the solution SquareTrade has offered, and it's actually more than I was expecting [redacted] was very helpful and went above and beyond to make this situation rightJust more evidence that SquareTrade is a great company that cares about its customers!
Initial Business Response / [redacted] (1000, 5, 2015/06/23) */ We are sorry the consumer is having problems with their phone The warranty expired months ago and we are unable to do anything for the consumer
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 saleThis is the main reason we provide a copy of our Terms & Conditions to all consumer, so they may better understand the coverage terms and limitationsThe consumer's warranties provide coverage for years or coverage up to the items purchase price, in this case, the replacement would exhaust the warranty valueBased on section 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 AmountIn 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
im not happyComplaint: [redacted] I am rejecting this response because:Sincerely,Ralphy [redacted]
(The consumer indicated he/she DID NOT accept the response from the business.)I sent a response yesterday, here it is again, I responded to square trade's email to me on March with the following email:(The label that was sent to us for the return of the [redacted] was sent to us Via emailMy wife printed the label off and applied it to the package that contained the [redacted] The package was left at a drop off point and there was no receipt obtained for itOn your website the package was marked sentWe have contacted both [redacted] and [redacted] and can find no record of any scansWe can understand your reluctance to pay the amount that it was insured without receiving the item in questionThe fact remains that we did everything that was required of usIf it was lost by [redacted] then it is your responsibility to recover from [redacted] **The label was sent by you to us and we did everything that was required on our endWith that said, we have been more than patient and have spent time and gasoline going to both [redacted] facilitiesThere is only one way to resolve this matter and that is for you to pay the claim and speak to [redacted] about compensating youWe deal with shipping all the time with [redacted] and are well versed in the shipping processMaybe it is time for you to use another carrier for your businessThank You)I have received a responseI first tried to call didn't get through so I emailedThe say the shipping label provided wasn't used, it was used they sent it as an attachment I copied it & placed it on the pkg(I made a copy of this shipping label for my records)A receipt was not given to me at the [redacted] pick up pointSquare Trade's web site states pkg.was sent! After checking with the web site, we figured everything was okI used the shipping label emailed to me, I did what Square Trade told me to do!
Squaretrade apologizes for any delays experienced.We will be honoring what our management had stated, If the consumer's device does have a recurring issue we will be more than happy to provide coverageWe will also provide a full refund of the warranty price due to this inconvenienceWe understand the consumer's hesitation and appreciate their patience as we resolved this concern
We are sorry for any issues the consumer had with their device It does appear the consumer was sold the incorrect warranty for the device A reimbursement has been processed for the item
We are sorry the consumer had issues with their device.Our repair depot received the package with the consumers device, and noticed that it had physical damage, along with a missing piece They took pictures of the unit upon receiptThis is the procedure when they receive any device for repairThe pictures show the physical damages and was returned to the consumer un-repairedSince the damages are outside of the terms and conditions, we're unable to reimburse the consumer
Complaint: [redacted] I am rejecting this response because they haven't followed up as promised.Sincerely, [redacted] ***
Initial Business Response / [redacted] (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 / [redacted] (3000, 7, 2015/11/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) My account is under [redacted] , my husbandI have not received any phone callsI did get the e-mail, but them apologizing with no indications of rectifying the situation is NOT acceptable Final Business Response / [redacted] (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
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 meSincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: The TV that was seen on the email that was sent you only had and was only in stock so there was no choiceThen what arrived at the house was not what was on the box the TV was sent in the model number do not even match up with the TV in the boxThe lies that this warranty have going the TV came in a brown box that came in a TV box that wasn't the original TV box that belonged to that TV and that box was inside a [redacted] club box now what type of mess is that who box a TV in a brown box then box that inside a TV box then box that inside a regular [redacted] box its a dead giveaway scamWe still have all the boxing and this factory TV this TV is basic we can't even watch it the picture goes in and out as if its going to go out like my old TV we can't even use the smart functions even the my son with a smart phone couldn't even work it the TV do not work at allThis is a warranty service that really is not worth it at allI rather them fix my old TV instead of this cheap TV they sent feel like I got robbed of my moneyI contacted [redacted] as well, because I will not be renewing my membership if this isn't fixed and I will be taking this higher because I have other TV's from there with this warranty service and I explained to them I want to return those as well because this is not a legit warranty company and your replacements are horrible and not the same as what you purchased at allIm glad my other TV's isn't that old of a purchase and Im glad [redacted] is working to correct this because I will not ever buy anything that have your company as a warranty service so those TV's will be returnedThis TV here is a junk TV you should be ashamed giving someone thisThe attorney general also my husband is a retired vet this isn't the last of this claim just because we are elderly do not give you no authority to take advantageThanks for the bad warranty service.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, but only because they paid me what was supposed to be paid by the warranty Their response through here was unacceptable.Sincerely, [redacted]
We are sorry for any delays experienced during the claim process.We show that initially, we were unable to locate the consumer's account with the information provided to usWe have since located the warranty and registered the account with the consumerAccording to our records, a claim has been filed on the warranty and is currently in the process of being paid outWe have sent the consumer a legal affidavit to sign and return, once received we will be fully reimbursing for the items price
Complaint: [redacted] I am rejecting this response because: The email generated and from what they told me by Square trade stated they would be able to repair the item and it would take 2-business days to a
s and repairTo me that email was an statement that would honor the warrantyAttached is the email I received Second they failed to contact me in a amount of time and I spent over two months without a phone and I am still without a phone, it came back and still doesn't work! Third there was no water damage to the phonethey didn't prove to me that there was and I think it is just an excuse not honor the warranty Again I want them to cancel all my policies and refund my money, because they are not a trusted company Second they still need fix my phone like they told me they would or pay for me to get it fixed And if they don't do that I need compensation for my time I took trying to contact them for two months and I had to take time off from work to do this And at no point did they attempt to contact meSincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: I have waited the 2-business days that I was told it would take to get my check and I still have not received my moneyThe e-mail that you sent me said they sent a check out to me on [redacted] Today is [redacted] and I still have not received a checkI called square trade today, [redacted] , and spoke with a gentleman named Jordin who again refused to let me speak to a managerHe told me that I could not be transferred to a manager without giving all of my informationI told him I was not going through this all again, so I gave him the claim number and the address info that he asked for, he then put me on hold for mins and never came back and no one ever picked upThis is NOT resolved as I have not gotten my money.Sincerely, [redacted]