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 meThey gave me my money back and canceled my planI would not recommend this company to anybody.at least I got some of my money back.Sincerely, [redacted]
We are sorry for any issues the consumer experienced with their deviceAccording to our records, we have since received the proof of purchase required to file a claim as of 6/3/**We show that a claim was filed and processed for reimbursement 6/7/**All checks are processed via [redacted] and can take 7-days to arriveWe hope that the consumer's concerns were addressed and appreciate having this brought to our attention
We are sorry for any issues the consumer experienced with their repaired device According to our records, the consumer's device was fully functional before leaving our repair depot and the damage appears to have occurred in transitWe have attempted to contact the consumer to resolve this issue but have not received a response backRegarding SquareTrade's service guarantee, this applies if a repair takes longer than days, not including shippingAs our depot received the device on 5/and sent the repaired unit back on 5/4, this would not qualify We will be continuing to work with the consumer to resolve this new issue and ensure all concerns have been addressed
Hello, We apologize for the difficulty experienced in this claim We would like to start by explaining the significance in coverage with warranties purchased through CostcoWarranties at Costco are advertised as years based off purchase of the item as well as the warrantyCostco has a special coverage they offer known as Costco Concierge which begins in year of the year protection planCostco Concierge is only available for customers who purchase their TV and warranty through CostcoBased off your TV being purchased from Amazon and your warranty being purchased from Costco this takes a year off the year warranty and makes it years of coverageWe do again apologize for the inconvenience
Initial Business Response / [redacted] (1000, 5, 2015/06/23) */ We are sorry the consumer had issues with the reimbursement for the repair of their device There was much confusion with the receipts for repair that were forwarded to usDue to the issues and confusion we are paying the consumer out the maximum amount we can, the price he paid for the item Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) that was the orginal agreement Sorry! you had to get involved Square Trade phone me June 23,at 1841PM but, I was unable to answer the phone so, I am not sure if the left a message I am unable to retrieve because it is in the Comcast system that I do not use 100% satisfied Again thanks for your help carl
We are sorry the consumer had issues with their device As stated in out Terms and Conditions the plan begins on the day you purchased the itemThe warranty length, in this case, is years from that dateAs our warranties are available for many different manufacturers we do not “adjust” our warranty period based on what the manufacturer offersAlso there are cases where the manufacturer does not cover the full cost of repair, i.eparts and not labor or shipping costs to send the item in for repairWhen that is the case the consumer can use the SquareTrade Warranty to cover those costs during the period that the manufacturer’s warranty is active
Initial Business Response / [redacted] (1000, 7, 2015/07/02) */ We are sorry the consumer did not get the responses they should have had If a device is still under the manufacturer's warranty we direct the consumer to the manufacturer for repairIf the manufacturer does not help the consumer we will take the claimIn this case the consumer contacted the manufacturer and the manufacturer was not able to have the phone overnightThe consumer called SquareTrade and was redirected to the carrier without an alternative to call backWe should have taken the claimThey were given a phone number but they were unable to contact the specialist that gave them the numberThis is really not acceptable The way we handle claims in the case of certain models of cell phones is to send a replacement overnight (delivered on Monday through Friday) and then ask the consumer return the broken phoneThe replacement phone is a re-manufactured phone and is thoroughly testedEven then the replacement phones sometime fail and we would send an overnight replacement phone in that case Due to the delay and poor service we have waved the deductible and processed a new (not re-manufactured) phone to be shipped to the consumerThe consumer has been emailed this information Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/07/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: [redacted] I am rejecting this response because: They continue to offer televisions that are not the same as what we had or of equal valueWhen Andrew contacted us he kept putting the low value TV knowing their repair man broke oursAndrew also left a message saying he would call back and never didFor us to keep calling back daily we have to push a series of numbers(2,3,ex) then request a call back(push another number ) once our number is reached in the que someone calls back and then tells you they will let a manager know to call you, at which time we get an email that it will be another days until we get that callLookWe want what was taken from us, and this is ridiculous now A $***.00, 70inch, 4k ultra hd, good with sports and games 3d optional we spent $***on ours and the specs do not come close to what they have offered in their $***TVsThey need to take responsibility for their repair guy and now it's been a month with no tv for us Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: The original computer was returned to [redacted] as previously stated - and was given a NEW COMPUTER from [redacted] under manufacturers warranty - that happened in [redacted] - therfore my warranty - per Squaretrade - kicks in the additional years if the computer is warrantied under manufacturer issues As requested via your extremely incompetent customer service people whom I tried numerous times to explain this to - strts my warranty from that time, [redacted] ***, because it was due to manfacturer defect nothing to do with my actionsEven [redacted] has acknowledged this action and cannot figure out why they are not warranting the computer Why would they go through all the actions of "finding" my warranty and sedning me an email to supply them with everything and I had already supplied them with the receipt copy as requested from the - then they issued me an email to proceed with my warranty exchange - then they said it was invalid - why would they do that...???? I did take time and read almost of the complaints that are submitted via Revdex.com and they all state them same issues as I do - they are extremely wishy washy on the interpretations of the own warranty and are taking it upon themselves to interprut there own dilusional version of it and spew it unto all there consumers They do not even have info an previous warranty work on this EXACT SAME laptop that is how disorganized and diluted there customer service department is being with the lack of there own knowledge on there very own transactions which leads me to the extreme inaccuracies on my very own account and I am not accepting some pathetic version of a uneducated, unresearched answer from there custsomer service department and I can even prove that they worked on this very comuter once before it was returned to [redacted] for manufaturer warranty - CAN THEY..?? Of course not but I will use that info for small claims court if this is what it comes down to and I hav eno problem with that eitherJust waiting on this decision by the Revdex.com to start the procedings Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2016/01/21) */ We apologize for the issue the consumer experienced with their devicePer Terms & Conditions "we will service the consumer's product depending on the Product and failure circumstances, at Our discretion, We will either: Repair Your Product, or; provide a cash settlement or a Gift Card reflecting the replacement cost of a new product of equal features and functionality up to the Coverage Amount, or; Replace Your Product with a product of like, kind, quality and functionality." In this case we have chosen to have the consumer's device repaired & we will reimburse for fees to repair the device
We apologize for any inconvenience that the consumer might have experienced during this processAs mentioned in our previous email this warranty was purchased incorrectly through a website that does not offer warranties for the consumer's device.While we apologize for the agents misinformation to the consumer it does not negate the fact that the warranty is invalid and therefore no claims can be processed as suchIf the consumer would like a refund of his warranty cost we would be more than happy to oblige
Just got off the phone with them and they refused to refund my contract amount of Spoke with an Eddie Asked him for a customer service or operator # and he said he could not give it to me Please reopen this complaint and advise on the next steps Thanks Be Profitable, Steven [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/06/30) */ We are sorry the consumer had issues with their device The claim should have been processedWe don't know why it was not approved and are reviewing the process to confirm that this does not happen again We have approved the claim and the consumer should receive their phone in the next - days Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) We filed our case with Square Trade on May 23, Thanks to the intervention of the Revdex.com, we finally received a replacement phone on July 9, 2015! The response to our complaint filed with the Revdex.com was not from Square Trade, but from Consumer CellularWe bought the phone from Consumer Cellular and paid them the monthly warrantyI got stuck on hold for minutes waiting for a repat Consumer Cellular to activate the replacement phone once we got itKeep in mind that we had to go through all this drama for an $phoneWe did not get any sort of reimbursement for the monthly insurance fees or the minutes spent on hold which would have been niceAt this point it is not worth haggling over and we consider the case closed, all thanks to the Revdex.com
We apologize to the consumer for the delay. Per our Terms and Conditions, the consumer is responsible for purchasing the correct SquareTrade Protection Plan for the consumers product based on condition, price or purchase location. We have reached out the the specialist that made they error of... approving the claim so this does not happen again. Due to the fact that the phone was marked as Beyond Economical Repair, it took some time to locate the phone back. Our technicians did locate it and the device is on it's way back to the consumer. We have also canceled and refunded the warranty back to the consumer.
(The consumer indicated he/she DID NOT accept the response from the business.)The reason given for refusing to honor a legal waaranty and claim, cancelling my warranties, and blocking my acocunt is not justifiable, quantifiable, or legalI want reimbursement under my warrantyI have spoken at length with [redacted] and they have tried on several occasions to correct this misunderstanding with SquareTrade to no avail; the customer service is based out of India and they continue to get representatives that are not helpful or they are left on hold for extended periods of timeAll I want is reimbursement for the phone I had to replace
Revdex.com:I have reviewed the response made by the business in reference to complaint ID 11469460, and find that this resolution is satisfactory to meHowever I would like to keep the complaint open until I receive payment from the CompanySincerely, [redacted]
We are sorry for any delays experienced during the claim process.The delay in processing the reimbursement seems to be due to the fact that the copy we received from the consumer was hand written and did not show the repair shop contact informationWe have since contacted the location and confirmed the unrepairable status of the computerMoving forward, we have processed the reimbursement of the unit and completed the warranty
We are sorry for any issues the consumer had with their device. SquareTrade's warranty contract allows for the item price to be reimbursed. We do not reimburse for tax as we do not recieve the tax when a consumers item is purchased. At this point in time, we have completed our... obligation to the consumer according to our terms and conditions.
Initial Business Response / [redacted] (1000, 5, 2015/06/18) */ We are sorry the consumer had issues with purchasing a new warranty for his replacementAfter reviewing the history, we reached out to the consumer and welcomed him to purchase a new warranty for the replacement, per his request Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/18) */ I was contacted by SquareTrade and they have graciously offered to honor their representative's promise and accept my money to purchase the new plan I have placed the order for the new plan and am 75% sure all is wellI guess I will not really know unless something terrible happens and I have to file a claim But as of now, it seems this complaint has been satisfiedThank you
We are sorry for any issues the consumer experienced with their device According to our records, we show a claim was filed and approved for an In-Home repair on 6/5/**We apologize for any confusion around the claim process but when there is an intermittent issue is occurring, we attempt to troubleshoot anytime it occursAs this claim is currently being completed and parts have been ordered we hope the consumer's concern has been addressed
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 meThey gave me my money back and canceled my planI would not recommend this company to anybody.at least I got some of my money back.Sincerely, [redacted]
We are sorry for any issues the consumer experienced with their deviceAccording to our records, we have since received the proof of purchase required to file a claim as of 6/3/**We show that a claim was filed and processed for reimbursement 6/7/**All checks are processed via [redacted] and can take 7-days to arriveWe hope that the consumer's concerns were addressed and appreciate having this brought to our attention
We are sorry for any issues the consumer experienced with their repaired device According to our records, the consumer's device was fully functional before leaving our repair depot and the damage appears to have occurred in transitWe have attempted to contact the consumer to resolve this issue but have not received a response backRegarding SquareTrade's service guarantee, this applies if a repair takes longer than days, not including shippingAs our depot received the device on 5/and sent the repaired unit back on 5/4, this would not qualify We will be continuing to work with the consumer to resolve this new issue and ensure all concerns have been addressed
Hello, We apologize for the difficulty experienced in this claim We would like to start by explaining the significance in coverage with warranties purchased through CostcoWarranties at Costco are advertised as years based off purchase of the item as well as the warrantyCostco has a special coverage they offer known as Costco Concierge which begins in year of the year protection planCostco Concierge is only available for customers who purchase their TV and warranty through CostcoBased off your TV being purchased from Amazon and your warranty being purchased from Costco this takes a year off the year warranty and makes it years of coverageWe do again apologize for the inconvenience
Initial Business Response / [redacted] (1000, 5, 2015/06/23) */ We are sorry the consumer had issues with the reimbursement for the repair of their device There was much confusion with the receipts for repair that were forwarded to usDue to the issues and confusion we are paying the consumer out the maximum amount we can, the price he paid for the item Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) that was the orginal agreement Sorry! you had to get involved Square Trade phone me June 23,at 1841PM but, I was unable to answer the phone so, I am not sure if the left a message I am unable to retrieve because it is in the Comcast system that I do not use 100% satisfied Again thanks for your help carl
We are sorry the consumer had issues with their device As stated in out Terms and Conditions the plan begins on the day you purchased the itemThe warranty length, in this case, is years from that dateAs our warranties are available for many different manufacturers we do not “adjust” our warranty period based on what the manufacturer offersAlso there are cases where the manufacturer does not cover the full cost of repair, i.eparts and not labor or shipping costs to send the item in for repairWhen that is the case the consumer can use the SquareTrade Warranty to cover those costs during the period that the manufacturer’s warranty is active
Initial Business Response / [redacted] (1000, 7, 2015/07/02) */ We are sorry the consumer did not get the responses they should have had If a device is still under the manufacturer's warranty we direct the consumer to the manufacturer for repairIf the manufacturer does not help the consumer we will take the claimIn this case the consumer contacted the manufacturer and the manufacturer was not able to have the phone overnightThe consumer called SquareTrade and was redirected to the carrier without an alternative to call backWe should have taken the claimThey were given a phone number but they were unable to contact the specialist that gave them the numberThis is really not acceptable The way we handle claims in the case of certain models of cell phones is to send a replacement overnight (delivered on Monday through Friday) and then ask the consumer return the broken phoneThe replacement phone is a re-manufactured phone and is thoroughly testedEven then the replacement phones sometime fail and we would send an overnight replacement phone in that case Due to the delay and poor service we have waved the deductible and processed a new (not re-manufactured) phone to be shipped to the consumerThe consumer has been emailed this information Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/07/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: [redacted] I am rejecting this response because: They continue to offer televisions that are not the same as what we had or of equal valueWhen Andrew contacted us he kept putting the low value TV knowing their repair man broke oursAndrew also left a message saying he would call back and never didFor us to keep calling back daily we have to push a series of numbers(2,3,ex) then request a call back(push another number ) once our number is reached in the que someone calls back and then tells you they will let a manager know to call you, at which time we get an email that it will be another days until we get that callLookWe want what was taken from us, and this is ridiculous now A $***.00, 70inch, 4k ultra hd, good with sports and games 3d optional we spent $***on ours and the specs do not come close to what they have offered in their $***TVsThey need to take responsibility for their repair guy and now it's been a month with no tv for us Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: The original computer was returned to [redacted] as previously stated - and was given a NEW COMPUTER from [redacted] under manufacturers warranty - that happened in [redacted] - therfore my warranty - per Squaretrade - kicks in the additional years if the computer is warrantied under manufacturer issues As requested via your extremely incompetent customer service people whom I tried numerous times to explain this to - strts my warranty from that time, [redacted] ***, because it was due to manfacturer defect nothing to do with my actionsEven [redacted] has acknowledged this action and cannot figure out why they are not warranting the computer Why would they go through all the actions of "finding" my warranty and sedning me an email to supply them with everything and I had already supplied them with the receipt copy as requested from the - then they issued me an email to proceed with my warranty exchange - then they said it was invalid - why would they do that...???? I did take time and read almost of the complaints that are submitted via Revdex.com and they all state them same issues as I do - they are extremely wishy washy on the interpretations of the own warranty and are taking it upon themselves to interprut there own dilusional version of it and spew it unto all there consumers They do not even have info an previous warranty work on this EXACT SAME laptop that is how disorganized and diluted there customer service department is being with the lack of there own knowledge on there very own transactions which leads me to the extreme inaccuracies on my very own account and I am not accepting some pathetic version of a uneducated, unresearched answer from there custsomer service department and I can even prove that they worked on this very comuter once before it was returned to [redacted] for manufaturer warranty - CAN THEY..?? Of course not but I will use that info for small claims court if this is what it comes down to and I hav eno problem with that eitherJust waiting on this decision by the Revdex.com to start the procedings Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2016/01/21) */ We apologize for the issue the consumer experienced with their devicePer Terms & Conditions "we will service the consumer's product depending on the Product and failure circumstances, at Our discretion, We will either: Repair Your Product, or; provide a cash settlement or a Gift Card reflecting the replacement cost of a new product of equal features and functionality up to the Coverage Amount, or; Replace Your Product with a product of like, kind, quality and functionality." In this case we have chosen to have the consumer's device repaired & we will reimburse for fees to repair the device
We apologize for any inconvenience that the consumer might have experienced during this processAs mentioned in our previous email this warranty was purchased incorrectly through a website that does not offer warranties for the consumer's device.While we apologize for the agents misinformation to the consumer it does not negate the fact that the warranty is invalid and therefore no claims can be processed as suchIf the consumer would like a refund of his warranty cost we would be more than happy to oblige
Just got off the phone with them and they refused to refund my contract amount of Spoke with an Eddie Asked him for a customer service or operator # and he said he could not give it to me Please reopen this complaint and advise on the next steps Thanks Be Profitable, Steven [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/06/30) */ We are sorry the consumer had issues with their device The claim should have been processedWe don't know why it was not approved and are reviewing the process to confirm that this does not happen again We have approved the claim and the consumer should receive their phone in the next - days Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) We filed our case with Square Trade on May 23, Thanks to the intervention of the Revdex.com, we finally received a replacement phone on July 9, 2015! The response to our complaint filed with the Revdex.com was not from Square Trade, but from Consumer CellularWe bought the phone from Consumer Cellular and paid them the monthly warrantyI got stuck on hold for minutes waiting for a repat Consumer Cellular to activate the replacement phone once we got itKeep in mind that we had to go through all this drama for an $phoneWe did not get any sort of reimbursement for the monthly insurance fees or the minutes spent on hold which would have been niceAt this point it is not worth haggling over and we consider the case closed, all thanks to the Revdex.com
We apologize to the consumer for the delay. Per our Terms and Conditions, the consumer is responsible for purchasing the correct SquareTrade Protection Plan for the consumers product based on condition, price or purchase location. We have reached out the the specialist that made they error of... approving the claim so this does not happen again. Due to the fact that the phone was marked as Beyond Economical Repair, it took some time to locate the phone back. Our technicians did locate it and the device is on it's way back to the consumer. We have also canceled and refunded the warranty back to the consumer.
(The consumer indicated he/she DID NOT accept the response from the business.)The reason given for refusing to honor a legal waaranty and claim, cancelling my warranties, and blocking my acocunt is not justifiable, quantifiable, or legalI want reimbursement under my warrantyI have spoken at length with [redacted] and they have tried on several occasions to correct this misunderstanding with SquareTrade to no avail; the customer service is based out of India and they continue to get representatives that are not helpful or they are left on hold for extended periods of timeAll I want is reimbursement for the phone I had to replace
Revdex.com:I have reviewed the response made by the business in reference to complaint ID 11469460, and find that this resolution is satisfactory to meHowever I would like to keep the complaint open until I receive payment from the CompanySincerely, [redacted]
We are sorry for any delays experienced during the claim process.The delay in processing the reimbursement seems to be due to the fact that the copy we received from the consumer was hand written and did not show the repair shop contact informationWe have since contacted the location and confirmed the unrepairable status of the computerMoving forward, we have processed the reimbursement of the unit and completed the warranty
We are sorry for any issues the consumer had with their device. SquareTrade's warranty contract allows for the item price to be reimbursed. We do not reimburse for tax as we do not recieve the tax when a consumers item is purchased. At this point in time, we have completed our... obligation to the consumer according to our terms and conditions.
Initial Business Response / [redacted] (1000, 5, 2015/06/18) */ We are sorry the consumer had issues with purchasing a new warranty for his replacementAfter reviewing the history, we reached out to the consumer and welcomed him to purchase a new warranty for the replacement, per his request Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/18) */ I was contacted by SquareTrade and they have graciously offered to honor their representative's promise and accept my money to purchase the new plan I have placed the order for the new plan and am 75% sure all is wellI guess I will not really know unless something terrible happens and I have to file a claim But as of now, it seems this complaint has been satisfiedThank you
We are sorry for any issues the consumer experienced with their device According to our records, we show a claim was filed and approved for an In-Home repair on 6/5/**We apologize for any confusion around the claim process but when there is an intermittent issue is occurring, we attempt to troubleshoot anytime it occursAs this claim is currently being completed and parts have been ordered we hope the consumer's concern has been addressed