Our service guarantee as previously stated is a courtesy Squaretrade provides to our consumers in case a repair takes longer than estimatedThe guarantee does not state any other accommodation or resolution would be provided Per the Terms and 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 attempted to repair the device but ultimately we were unable to and provided reimbursement for the devices costAs it currently stands, Squaretrade has operated within the terms and conditions of the warranty sold to the consumer and considers this complaint resolved
We are sorry for any issues the consumer had with their account After reviewing the credit card statement provided by the customer they were charged twice We are currently looking into what could have caused this A reimbursement of the double charge has been processed for the consumer
We are sorry for any confusion experienced during the claim process According to our records, the consumer was being billed monthly for the protection planThe consumer was refunded dating back to the start of the plan on [redacted] till the cancellation on [redacted] Since Squaretrade has processed and refunded all monies owed, there is no further action that can be taken
Complaint: [redacted] I am rejecting this response because: I contacted square trade again todaythey informed me they have not reprocessed the checkthey are staying it was already refund to the card used to purchase the plan originallyI advised them when I canceled the plan that I no longer have accessthey are now telling me I have to hunt down the original card holder and get the money from themthey made the mistake of sending it to the card when I advised them I could not access that and are now telling me I have to figure it outSincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is NOT satisfactory to me, but it seems that I am getting nowhere with Squaretrade; therefor, I rather not waste any more energy in dealing with themI have learned my lesson and in the future I will avoid purchasing their insurance product Thank you Revdex.com for taking the time to address my concernYour efforts were truly appreciatedSincerely, [redacted]
We are sorry for any issue the consumer experienced with their device As it stands, our technicians attempted a repair on the set but were unsuccessfulThe technician advised the issue is related to the panel of the TVSince the TV has signs of physical damage on the screen/panel we would not be able to continue coverage or provide any additional assistance
We apologize for any miscommunication experienced According to our records, the consumer's warranty expired 2/4/since a 3-year plan was purchasedWe do not show any communication before this date concerning this warrantyRegarding the information available on our website, when warranties expire they are no longer viewable or accessible unless a claim was initiated before the expirationUnfortunately, we would be unable to assist the consumer with their expired warranty since we do not show any communication prior to the expiration date
We apologize for any inconvenience that the consumer might have experienced during this process As of 02/07/the consumers laptop is being repaired and all issues the customer has stated are being addressed We look forward to resolving this matter for the customer in a very prompt manner
Our Assurance Team has emailed the customer regarding this issueThe issue was resolved by reimburement for the price that was paidIf there are any other issues our Assurance Team can assist with any other concerns if the consumer replies back to that emailThe team will reply within to business hours
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 am happy to see that they have decided to improve their willingness to work with the consumer as compared to previous interactions I will await the 2nd check The first one arrived in the mail after the complaint was filed Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because:The email referred to by Square Trade was indeed sent to me on [redacted] ***, more than three months after my original contact with customer service [redacted] was the agent I spoke with on [redacted] **No mention was made at the time of packing, shipping, or otherwise returning the productAs I stated previously, I had already taken the item directly to the manufacturer in personI did not receive a directive from Square Trade to ship it back until over three months laterI believe it is entirely unrealistic to expect that a customer would have retained a broken product for months after a claim had already been approved and reimbursement in progressThe agent told me very clearly IN [redacted] that no further action would be needed on my part and that a check would be cut and sent, and to expect it in a matter of weeksThat should have been the end of it, and yet I am still waiting for Square Trade to do the right thing and honor the warranty they sold me Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: I am going by the Terms that are listed on Squaretrade's website for what is covered and what is not coveredI have asked Squaretrade repeatedly over the phone to explain to me in their exact Terms and Conditions where it says that using a carrying handle to move a vacuum is considered Accidental Damage from Handling I am quoting from their exact Terms on their website, which they themselves are contradicting Things covered, which is where I am saying it should have been covered, either as a wear and tear, or a defect in materials or workmanship: wear and tear; Defects in materials or workmanship; They are claiming this was accidental damageThis is the definition of accidental damage according to their Terms: AACCIDENTAL DAMAGE FROM HANDLING (ADH): If you were offered and elected to include accidental damage from handling (ADH) as an integral part of your coverage, it augments Your Protection Plan by providing additional protection for damage from drops, spills and liquid damage associated with the handling and use of Your Product There was no drop, spill, or liquid damage that occurred during the handling or use of the vacuum When Squaretrade also lists out things they do not cover, this is in their description: ; BMaintenance, repair, or replacement necessitated by loss or damage resulting from any cause other than use and operation of the product in accordance with the manufacturer’s specifications and owner’s manual, including but not limited to , theft or loss, exposure to weather conditions, failure to properly clean, maintain or lubricate, operator negligence, misuse, abuse, improper electrical/power supply, improper equipment modifications, attachments or installation or assembly, vandalism, animal or insect infestation, battery leakage, or act of nature or any other peril originating from outside the product So even here, they mention that they don't fix a problem from any cause other than use and operation in accordance with the owner's manualSo, I fail to find anywhere in the Terms and Conditions which excludes a carrying handle, which iRobot deems as "The handle plays an essential role for the robot as it allows you to easily carry it from one area to a next" So, being a core function of the vacuum, I fail to see why a carrying handle should be treated any differently from a broken motor, wheel, or other electrical component on the vacuum Squaretrade is saying that I have misused the vacuum by attempting to use a carrying handle, which had a failure This is all again holding separate the fact that Squaretrade told me they would fix the vacuum, and then changed their position so they would not have to follow through with the claim This type of treatment is dishonest and should not go unnoticed against the thousands of customers who have put their money and trust in Squaretrade Sincerely, [redacted]
We apologize for any inconvenience that the consumer might have experienced during this process We have reached out to the consumer and have spoken with them in reference to their experience and expectations moving forward with the repair of their item A framework has proposed to the customer in which they will be personally informed at each point of the claims process until completionIn addition we have resolved the issue of a full warranty refund for the Consumer which they were promised We will continue to work with the consumer until her concerns are resolved
Initial Business Response / [redacted] (1000, 5, 2015/10/13) */ We are sorry the consumer had issues with their device We can not guarantee the availability of our inventory at a particular timeIn this case the exact model was not available to the consumer & the consumer was unable to remove their personal information to send the device in for exchangeAs an alternative option the consumer was advised to get the device repaired at an authorized local retailer Due to a long wait the consumer decided to not get the device serviced & cancelled the warrantyWe cancelled and refunded the consumer for the warranty To resolve this case we made a one time exception and will reimburse the consumer for the retail price of the device We contacted the customer and he is aware of the solution Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) We received a check and are satisfied with the results of the claimIf this would had been handled the right way from the beginning we would have stayed with Square Trade, thanks Revdex.com, [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 meSincerely, William [redacted]
Complaint: [redacted] I am rejecting this response because: this is my last day to respond before Revdex.com closes the claim, and the issue is still awaiting resolutionI promptly sent the information requested by SquareTrade but have not heard back nearly business days laterOnce a full reimbursement is approved by SquareTrade, I will promptly change the claim status to 'resolved.'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 How will the refund of the laptop be processed? Will it be a check or a credit to my credit card? Sincerely, [redacted]
We apologize for any inconvenience that the consumer might have experienced during this process The consumer had purchased a item from a company we do not offer warranties forThe consumer went on the web and purchased a warranty which is solely for items purchased from that specific websiteWe advised the consumer that as a result they have a invalid warranty and at this time all we can do is offer a refund on the warranty purchase price
According to our records, the issue described by the consumer in addition to the age of the product is what resulted in the denial of the consumers claimSince the unit is still under the manufacturer's warranty, the consumer was directed to contact and resolve their concerns with themSquaretrade does provide shipping reimbursement for packages sent to the manufacturerDue to this, we have denied service as our Terms & Conditions state, "The Protection Plan is inclusive of any US manufacturer's warranty that may exist during the Coverage TermIt does not replace the manufacturer's warranty..."Unfortunately, unless the manufacturer has denied coverage of the product, we would be unable to provide assistance at this time
Our service guarantee as previously stated is a courtesy Squaretrade provides to our consumers in case a repair takes longer than estimatedThe guarantee does not state any other accommodation or resolution would be provided Per the Terms and 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 attempted to repair the device but ultimately we were unable to and provided reimbursement for the devices costAs it currently stands, Squaretrade has operated within the terms and conditions of the warranty sold to the consumer and considers this complaint resolved
We are sorry for any issues the consumer had with their account After reviewing the credit card statement provided by the customer they were charged twice We are currently looking into what could have caused this A reimbursement of the double charge has been processed for the consumer
We are sorry for any confusion experienced during the claim process According to our records, the consumer was being billed monthly for the protection planThe consumer was refunded dating back to the start of the plan on [redacted] till the cancellation on [redacted] Since Squaretrade has processed and refunded all monies owed, there is no further action that can be taken
Complaint: [redacted] I am rejecting this response because: I contacted square trade again todaythey informed me they have not reprocessed the checkthey are staying it was already refund to the card used to purchase the plan originallyI advised them when I canceled the plan that I no longer have accessthey are now telling me I have to hunt down the original card holder and get the money from themthey made the mistake of sending it to the card when I advised them I could not access that and are now telling me I have to figure it outSincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is NOT satisfactory to me, but it seems that I am getting nowhere with Squaretrade; therefor, I rather not waste any more energy in dealing with themI have learned my lesson and in the future I will avoid purchasing their insurance product Thank you Revdex.com for taking the time to address my concernYour efforts were truly appreciatedSincerely, [redacted]
We are sorry for any issue the consumer experienced with their device As it stands, our technicians attempted a repair on the set but were unsuccessfulThe technician advised the issue is related to the panel of the TVSince the TV has signs of physical damage on the screen/panel we would not be able to continue coverage or provide any additional assistance
We apologize for any miscommunication experienced According to our records, the consumer's warranty expired 2/4/since a 3-year plan was purchasedWe do not show any communication before this date concerning this warrantyRegarding the information available on our website, when warranties expire they are no longer viewable or accessible unless a claim was initiated before the expirationUnfortunately, we would be unable to assist the consumer with their expired warranty since we do not show any communication prior to the expiration date
We apologize for any inconvenience that the consumer might have experienced during this process As of 02/07/the consumers laptop is being repaired and all issues the customer has stated are being addressed We look forward to resolving this matter for the customer in a very prompt manner
Our Assurance Team has emailed the customer regarding this issueThe issue was resolved by reimburement for the price that was paidIf there are any other issues our Assurance Team can assist with any other concerns if the consumer replies back to that emailThe team will reply within to business hours
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 am happy to see that they have decided to improve their willingness to work with the consumer as compared to previous interactions I will await the 2nd check The first one arrived in the mail after the complaint was filed Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because:The email referred to by Square Trade was indeed sent to me on [redacted] ***, more than three months after my original contact with customer service [redacted] was the agent I spoke with on [redacted] **No mention was made at the time of packing, shipping, or otherwise returning the productAs I stated previously, I had already taken the item directly to the manufacturer in personI did not receive a directive from Square Trade to ship it back until over three months laterI believe it is entirely unrealistic to expect that a customer would have retained a broken product for months after a claim had already been approved and reimbursement in progressThe agent told me very clearly IN [redacted] that no further action would be needed on my part and that a check would be cut and sent, and to expect it in a matter of weeksThat should have been the end of it, and yet I am still waiting for Square Trade to do the right thing and honor the warranty they sold me Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: I am going by the Terms that are listed on Squaretrade's website for what is covered and what is not coveredI have asked Squaretrade repeatedly over the phone to explain to me in their exact Terms and Conditions where it says that using a carrying handle to move a vacuum is considered Accidental Damage from Handling I am quoting from their exact Terms on their website, which they themselves are contradicting Things covered, which is where I am saying it should have been covered, either as a wear and tear, or a defect in materials or workmanship: wear and tear; Defects in materials or workmanship; They are claiming this was accidental damageThis is the definition of accidental damage according to their Terms: AACCIDENTAL DAMAGE FROM HANDLING (ADH): If you were offered and elected to include accidental damage from handling (ADH) as an integral part of your coverage, it augments Your Protection Plan by providing additional protection for damage from drops, spills and liquid damage associated with the handling and use of Your Product There was no drop, spill, or liquid damage that occurred during the handling or use of the vacuum When Squaretrade also lists out things they do not cover, this is in their description: ; BMaintenance, repair, or replacement necessitated by loss or damage resulting from any cause other than use and operation of the product in accordance with the manufacturer’s specifications and owner’s manual, including but not limited to , theft or loss, exposure to weather conditions, failure to properly clean, maintain or lubricate, operator negligence, misuse, abuse, improper electrical/power supply, improper equipment modifications, attachments or installation or assembly, vandalism, animal or insect infestation, battery leakage, or act of nature or any other peril originating from outside the product So even here, they mention that they don't fix a problem from any cause other than use and operation in accordance with the owner's manualSo, I fail to find anywhere in the Terms and Conditions which excludes a carrying handle, which iRobot deems as "The handle plays an essential role for the robot as it allows you to easily carry it from one area to a next" So, being a core function of the vacuum, I fail to see why a carrying handle should be treated any differently from a broken motor, wheel, or other electrical component on the vacuum Squaretrade is saying that I have misused the vacuum by attempting to use a carrying handle, which had a failure This is all again holding separate the fact that Squaretrade told me they would fix the vacuum, and then changed their position so they would not have to follow through with the claim This type of treatment is dishonest and should not go unnoticed against the thousands of customers who have put their money and trust in Squaretrade Sincerely, [redacted]
We apologize for any inconvenience that the consumer might have experienced during this process We have reached out to the consumer and have spoken with them in reference to their experience and expectations moving forward with the repair of their item A framework has proposed to the customer in which they will be personally informed at each point of the claims process until completionIn addition we have resolved the issue of a full warranty refund for the Consumer which they were promised We will continue to work with the consumer until her concerns are resolved
Initial Business Response / [redacted] (1000, 5, 2015/10/13) */ We are sorry the consumer had issues with their device We can not guarantee the availability of our inventory at a particular timeIn this case the exact model was not available to the consumer & the consumer was unable to remove their personal information to send the device in for exchangeAs an alternative option the consumer was advised to get the device repaired at an authorized local retailer Due to a long wait the consumer decided to not get the device serviced & cancelled the warrantyWe cancelled and refunded the consumer for the warranty To resolve this case we made a one time exception and will reimburse the consumer for the retail price of the device We contacted the customer and he is aware of the solution Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) We received a check and are satisfied with the results of the claimIf this would had been handled the right way from the beginning we would have stayed with Square Trade, thanks Revdex.com, [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 meSincerely, William [redacted]
Complaint: [redacted] I am rejecting this response because: this is my last day to respond before Revdex.com closes the claim, and the issue is still awaiting resolutionI promptly sent the information requested by SquareTrade but have not heard back nearly business days laterOnce a full reimbursement is approved by SquareTrade, I will promptly change the claim status to 'resolved.'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 How will the refund of the laptop be processed? Will it be a check or a credit to my credit card? Sincerely, [redacted]
We apologize for any inconvenience that the consumer might have experienced during this process The consumer had purchased a item from a company we do not offer warranties forThe consumer went on the web and purchased a warranty which is solely for items purchased from that specific websiteWe advised the consumer that as a result they have a invalid warranty and at this time all we can do is offer a refund on the warranty purchase price
Your statement is not correctThe company has not contacted me They keep messing with me every time I contact them
According to our records, the issue described by the consumer in addition to the age of the product is what resulted in the denial of the consumers claimSince the unit is still under the manufacturer's warranty, the consumer was directed to contact and resolve their concerns with themSquaretrade does provide shipping reimbursement for packages sent to the manufacturerDue to this, we have denied service as our Terms & Conditions state, "The Protection Plan is inclusive of any US manufacturer's warranty that may exist during the Coverage TermIt does not replace the manufacturer's warranty..."Unfortunately, unless the manufacturer has denied coverage of the product, we would be unable to provide assistance at this time