We apologize for any inconvenience that the consumer might have experienced during the replacement process Per our latest information our Executive Escalations Team has contacted the customer this morning and offered a full reimbursing the customer in full for the price of the laptopIn addition we have offered the consumer a full reimbursement of the warranty purchase price as wellThe consumer was satisfied with this outcome and we appreciate the fact that they had bought this issue to our attention
SquareTrade apologizes for any confusion or misunderstanding of our Terms & ConditionsWe require all consumers to be responsible for reading and abiding by the term and conditions of their warrantyThese conditions state, "We may cancel this Protection Plan at Our option on the basis of nonpayment, fraud, or material misrepresentation by You." Since the consumer, in this case, purchased a warranty for a device that was purchased beyond the purchase range (30-days), we have canceled the warrantyAll warranties when purchased ask a fundamental question regarding device eligibilityBefore a purchase can be made, the consumer must agree and check this statement to be true, "I confirm that all of the items I'm protecting are new and have been purchased in the last days."Unfortunately, This was confirmed by the consumer but was not applicable to the device presented by the consumerMoving forward, we would be unable to provide assistance and can confirm that the warranty refund was processed on***
We are sorry for any confusion experienced during the claim process According to our records, we have denied coverage for the consumer's TV due to accidental damage on the set, as well as the unit being under the manufacturer's warrantyThe TV is less than year old and as such, has an active manufacturers warranty until [redacted] Per Squaretrade's service contract, "This Protection Plan will cover a mechanical or electrical failure of the Covered Product(s) in subsections A, B, C and D below during usage for the Term of this Protection PlanThis Protection Plan is inclusive of any manufacturer’s warranty that may exist during the Coverage TermIt does not replace the manufacturer’s warranty but provides certain additional benefits during the term of the manufacturer’s warranty."Squaretrade's TV warranties also do not offer accidental damage from handlingThe consumer's plan provides only standard coverage as detailed aboveDue to these compounding factors, we would be unable to render assistance in connection with this warranty
Complaint: [redacted] I am rejecting this response because: If you enter into a contract you should stand behind it! And you accepted this contract They didn't specify the purchase needed to be at [redacted] when I purchased the warrantyIf they rejected the warranty they should have done it at the time of purchase and refunded the purchase, with an explanation as to why they rejected the contractThey accepted the contract and need to stand behind itThey accepted the claim and tried to replace the product prior to deciding to reject the claimI work for a major insurance company and if we write a policy and then determine we will not accept the policy in underwriting we refund all that was paid and cover the customer from the write date to the decline date and if there is a claim in that time frame, we pay it! But we are regulated by the insurance commission unlike these extended warranty companies (who should be)This company keeps repeating the same reply and I believe hasn't even escalated it to management for review and reconsiderationSincerely, [redacted]
Complaint: [redacted] I am disappointed while I do desire a full refund of the purchase price which should also include sales tax why should I not also be reimbursed for the warranty which we purchased it is of no value to usWe honestly do not have money to throw awayI can sure we won"t experience this problem again as I won't patronize their business or services again.Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/09/24) */ We are sorry the consumer had issues with receiving their reimbursement For some reason our system did not process the payment properlyThis caused the delay in the consumer receiving their reimbursementWe reprocessed the payment and it was processed and is being shipped to consumerThey should receive the reimbursement by September Due to the delay and poor response the consumer experienced we are also refunding them the cost of the warranty We have contacted the consumer and they are aware of these payments Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: [redacted] I am rejecting this response because: I was not told where to submit my invoice for the hard driveThere is no place to submit it and I asked in the email Brittany sent meThe claim on squaretrade website has no where to submit itSincerely, [redacted]
We apologize for any difficulty experienced with this claim When this issue was brought to our attention we reached out to the consumerAt this time we are working in close correspondence with him in order to determine an appropriate resolutionWe appreciate the consumer's patience while we work to resolve this situation
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, Karen ***
We have been in contact with the consumer, and obtained an alternate address to mail their reimbursement A check has been processed and mailed out the consumer
We apologize for any inconvenience that the consumer might have experienced during this process On our Website under "How Many Claims Can I File" it states the following: "Plans for smartphone and iPhone include up to four successful claims over the life of your planFor other items, you’re covered for all repairs or reimbursements up to the purchase price of your itemWhat does that mean? Say you originally paid $for your itemA year later something goes wrong, you file a claim, and we repair your itemIf it the repair cost $100, your plan will have $of protection remainingWe’ll continue to repair or replace your item until the total amount for all repairs and reimbursements reaches $400." According to our records the consumer had repairs during the lifetime of his warrantyThis would conclude the consumer's warranty
Complaint: [redacted] I am rejecting this response because:Taking that long to get a phone is not and your website and testimonials on your promo materials boasts strongly of fast turn arounds etcSo pick a method or admit to advertising.Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: if only new item warranties are available, you should clearly describe at the listingI don't see anywhere saying only for new itemsAll I see is (1) SquareTrade Protection Plans purchased on [redacted] are available only for items bought on *** (2) Coverage begins on day from the date of item purchaseIf you encounter issues with your item during the first days, you maybe eligible to file a claim under the ***™ Money Back Guarantee (3) If your item is described as "New," your protection plan term assumes that your item has a valid manufacturer's warrantyIf your item doesn't include a manufacturer's warranty, your coverage term will be adjusted to reflect that (4)Coverage is not available for modified gaming systems After reviewing your above description from listing, I have no doubt my item won't coverI don't see anywhere describing about neither refurbished item nor offered at the time of checkout onlySincerely, [redacted] ***
We apologize for any inconvenience that the consumer might have experienced during this process In reference to TV warranties the consumer’s policy only covers mechanical and electrical failures per the terms and conditions of the warrantyAt any time that the TV has signs of physical damage no matter how it has happened the warranty on the TV becomes null and void as we do not cover physical damageI would suggest that if the manufacturer is aware of this defect and can put it in writing and send it to her to please forward the letter to us so we can review it and see what can be done thenIn the meantime if this is not a possibility the consumer could try to get the TV fixed at their own expense and provide us proof of the repair at which point we would continue coverage or if it is indeed a manufacturer’s defect seek relief through the manufacturer directly
Complaint: [redacted] I am rejecting this response because: Thanks for the apologyIt solves nothingI don't need any further responseI just want others to be aware of this when they look up the company on the Revdex.com website and for the company to have a Revdex.com rating that reflects the many complaint about this companyThere are far more complaints then good reviews and they should not have an A ratingSincerely, [redacted]
We are sorry the consumer had issues with their deviceAs the consumer did follow our procedures in processing this claim we are going to resolve it by paying out them outWe have sent the consumer an email to inform them when to expect their reimbursement
Initial Business Response / [redacted] (1000, 5, 2016/01/15) */ We apologize for the issue the consumer experiencedThis complaint has already been escalated to a Resolution Specialist and the consumer's reimbursement for the sales tax is being processed Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have spoke with a manager of square trade and they honored their promise I just received the refund check for my sales tax and its resolved for my end
Complaint: [redacted] I am rejecting this response because: Please stop charging me for a policy you cannot locateI do not have the information you are requesting, and what have provided you will not accept I do not understand how you are charging me for something you can't findSincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: The company did not acknowledge that they did state that if unrepairable, but would send a new one That is on their records and the business representative claims they could not find that but it is there This is also on social media, particularly [redacted] If the device had not died this would not be an issue, but since it failed so soon after it replaced a like device that died, a refurb is totally inappropriate and is in no way acceptible What part of quality control, on the refurbishments, does Squaretrade not understand? Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:the carrier's position is that Square Trade failed to notify them of the warranty contract's expiration and continued to accept the collection of premiums from said carrier after the contract warranty's expiration Sincerely, [redacted] ***
We apologize for any inconvenience that the consumer might have experienced during the replacement process Per our latest information our Executive Escalations Team has contacted the customer this morning and offered a full reimbursing the customer in full for the price of the laptopIn addition we have offered the consumer a full reimbursement of the warranty purchase price as wellThe consumer was satisfied with this outcome and we appreciate the fact that they had bought this issue to our attention
SquareTrade apologizes for any confusion or misunderstanding of our Terms & ConditionsWe require all consumers to be responsible for reading and abiding by the term and conditions of their warrantyThese conditions state, "We may cancel this Protection Plan at Our option on the basis of nonpayment, fraud, or material misrepresentation by You." Since the consumer, in this case, purchased a warranty for a device that was purchased beyond the purchase range (30-days), we have canceled the warrantyAll warranties when purchased ask a fundamental question regarding device eligibilityBefore a purchase can be made, the consumer must agree and check this statement to be true, "I confirm that all of the items I'm protecting are new and have been purchased in the last days."Unfortunately, This was confirmed by the consumer but was not applicable to the device presented by the consumerMoving forward, we would be unable to provide assistance and can confirm that the warranty refund was processed on***
We are sorry for any confusion experienced during the claim process According to our records, we have denied coverage for the consumer's TV due to accidental damage on the set, as well as the unit being under the manufacturer's warrantyThe TV is less than year old and as such, has an active manufacturers warranty until [redacted] Per Squaretrade's service contract, "This Protection Plan will cover a mechanical or electrical failure of the Covered Product(s) in subsections A, B, C and D below during usage for the Term of this Protection PlanThis Protection Plan is inclusive of any manufacturer’s warranty that may exist during the Coverage TermIt does not replace the manufacturer’s warranty but provides certain additional benefits during the term of the manufacturer’s warranty."Squaretrade's TV warranties also do not offer accidental damage from handlingThe consumer's plan provides only standard coverage as detailed aboveDue to these compounding factors, we would be unable to render assistance in connection with this warranty
Complaint: [redacted] I am rejecting this response because: If you enter into a contract you should stand behind it! And you accepted this contract They didn't specify the purchase needed to be at [redacted] when I purchased the warrantyIf they rejected the warranty they should have done it at the time of purchase and refunded the purchase, with an explanation as to why they rejected the contractThey accepted the contract and need to stand behind itThey accepted the claim and tried to replace the product prior to deciding to reject the claimI work for a major insurance company and if we write a policy and then determine we will not accept the policy in underwriting we refund all that was paid and cover the customer from the write date to the decline date and if there is a claim in that time frame, we pay it! But we are regulated by the insurance commission unlike these extended warranty companies (who should be)This company keeps repeating the same reply and I believe hasn't even escalated it to management for review and reconsiderationSincerely, [redacted]
Complaint: [redacted] I am disappointed while I do desire a full refund of the purchase price which should also include sales tax why should I not also be reimbursed for the warranty which we purchased it is of no value to usWe honestly do not have money to throw awayI can sure we won"t experience this problem again as I won't patronize their business or services again.Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/09/24) */ We are sorry the consumer had issues with receiving their reimbursement For some reason our system did not process the payment properlyThis caused the delay in the consumer receiving their reimbursementWe reprocessed the payment and it was processed and is being shipped to consumerThey should receive the reimbursement by September Due to the delay and poor response the consumer experienced we are also refunding them the cost of the warranty We have contacted the consumer and they are aware of these payments Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: [redacted] I am rejecting this response because: I was not told where to submit my invoice for the hard driveThere is no place to submit it and I asked in the email Brittany sent meThe claim on squaretrade website has no where to submit itSincerely, [redacted]
We apologize for any difficulty experienced with this claim When this issue was brought to our attention we reached out to the consumerAt this time we are working in close correspondence with him in order to determine an appropriate resolutionWe appreciate the consumer's patience while we work to resolve this situation
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, Karen ***
We have been in contact with the consumer, and obtained an alternate address to mail their reimbursement A check has been processed and mailed out the consumer
We apologize for any inconvenience that the consumer might have experienced during this process On our Website under "How Many Claims Can I File" it states the following: "Plans for smartphone and iPhone include up to four successful claims over the life of your planFor other items, you’re covered for all repairs or reimbursements up to the purchase price of your itemWhat does that mean? Say you originally paid $for your itemA year later something goes wrong, you file a claim, and we repair your itemIf it the repair cost $100, your plan will have $of protection remainingWe’ll continue to repair or replace your item until the total amount for all repairs and reimbursements reaches $400." According to our records the consumer had repairs during the lifetime of his warrantyThis would conclude the consumer's warranty
Complaint: [redacted] I am rejecting this response because:Taking that long to get a phone is not and your website and testimonials on your promo materials boasts strongly of fast turn arounds etcSo pick a method or admit to advertising.Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: if only new item warranties are available, you should clearly describe at the listingI don't see anywhere saying only for new itemsAll I see is (1) SquareTrade Protection Plans purchased on [redacted] are available only for items bought on *** (2) Coverage begins on day from the date of item purchaseIf you encounter issues with your item during the first days, you maybe eligible to file a claim under the ***™ Money Back Guarantee (3) If your item is described as "New," your protection plan term assumes that your item has a valid manufacturer's warrantyIf your item doesn't include a manufacturer's warranty, your coverage term will be adjusted to reflect that (4)Coverage is not available for modified gaming systems After reviewing your above description from listing, I have no doubt my item won't coverI don't see anywhere describing about neither refurbished item nor offered at the time of checkout onlySincerely, [redacted] ***
We apologize for any inconvenience that the consumer might have experienced during this process In reference to TV warranties the consumer’s policy only covers mechanical and electrical failures per the terms and conditions of the warrantyAt any time that the TV has signs of physical damage no matter how it has happened the warranty on the TV becomes null and void as we do not cover physical damageI would suggest that if the manufacturer is aware of this defect and can put it in writing and send it to her to please forward the letter to us so we can review it and see what can be done thenIn the meantime if this is not a possibility the consumer could try to get the TV fixed at their own expense and provide us proof of the repair at which point we would continue coverage or if it is indeed a manufacturer’s defect seek relief through the manufacturer directly
Complaint: [redacted] I am rejecting this response because: Thanks for the apologyIt solves nothingI don't need any further responseI just want others to be aware of this when they look up the company on the Revdex.com website and for the company to have a Revdex.com rating that reflects the many complaint about this companyThere are far more complaints then good reviews and they should not have an A ratingSincerely, [redacted]
We are sorry the consumer had issues with their deviceAs the consumer did follow our procedures in processing this claim we are going to resolve it by paying out them outWe have sent the consumer an email to inform them when to expect their reimbursement
Initial Business Response / [redacted] (1000, 5, 2016/01/15) */ We apologize for the issue the consumer experiencedThis complaint has already been escalated to a Resolution Specialist and the consumer's reimbursement for the sales tax is being processed Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have spoke with a manager of square trade and they honored their promise I just received the refund check for my sales tax and its resolved for my end
Complaint: [redacted] I am rejecting this response because: Please stop charging me for a policy you cannot locateI do not have the information you are requesting, and what have provided you will not accept I do not understand how you are charging me for something you can't findSincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: The company did not acknowledge that they did state that if unrepairable, but would send a new one That is on their records and the business representative claims they could not find that but it is there This is also on social media, particularly [redacted] If the device had not died this would not be an issue, but since it failed so soon after it replaced a like device that died, a refurb is totally inappropriate and is in no way acceptible What part of quality control, on the refurbishments, does Squaretrade not understand? Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:the carrier's position is that Square Trade failed to notify them of the warranty contract's expiration and continued to accept the collection of premiums from said carrier after the contract warranty's expiration Sincerely, [redacted] ***