Complaint: [redacted] I am rejecting this response because: I just spoke with a manager in the claims department, Lakin, who stated that the check was only cut on January 12th and at that point it is sent out from the east coast and SquareTrade has no way of tracking it So basically when you replied to Revdex.com you still had not processed the payment and it was not sent in the regular mail either That would be the 10th and final time I will accept bad and wrong information from your company Your warranty process states business days and this has now gone on since Dec I have been told that the check was sent out the week of the 2nd and that would be business days that have gone by and I still have not received the check So according to me, you are once again giving bad and wrong information and no one has any idea of where the check is, not to mention, the email I got from Resolution Specialist Emmanuel on January 8th stating the check was sent is wrong information as well as the email I received on January 10th telling me the check had been sent It is no wonder your Revdex.com rating as well as ratings on all different sites are bad I will not ever purchase a warranty through SquareTrade again Sincerely,Kathlyn [redacted]
After reviewing the consumer's warranty there seem to be a few discrepanciesWe show that receipt was provided, but the date of the device and warranty purchase have a 4-month differenceWe also show that the device was purchased directly from the manufacturer and the warranty from an alternate resellerDirectly from the warranty listing on the reseller's website is specifically states, "Squaretrade protection plans are only valid for new products purchased at Amazon within the last days."We have attached a copy of this verbiage from the warranty postingDue to these discrepancies, we are unable to process a claim and would be required to cancel the warranty and provide a refund of the purchase price
We apologize for any inconvenience that the consumer might have experienced during this process As of today 04/05/the consumer has been in contact with our resolution team and was promised to be refunded the diagnostic fee and was approved for a repair of his item The consumer is currently in talks with the department mentioned above about finding a resolution to the issues with his device Any and all issues the consumer has will be appropriately addressed via those channels! We do intend on finding a meaningful and successful resolution to the consumer's issues!
We are sorry the consumer had issues with their deviceWhen the consumer filed the claim on their replacement TV, the model number provided was different from the one in SquareTrade's records SquareTrade will continue to honor the consumer's warranty for their replacement device and has attempted to make contact to file a claim
We apologize for any inconvenience that the consumer might have experienced during this process As of today 03/12/the consumer has been contacted and a favorable resolution has been reached for the consumer as they are being reimbursed for the entire cost of their unit!
We apologize for any inconvenience that the consumer might have experienced during this process As of yesterday 2/2/we have reached out to the consumer both via e-mail and voicemail to offer the customer a sound resolution to this matterAt this moment we are awaiting the customer's response so that we can speak in person and assist her with this matter
We apologize for any inconvenience the consumer may have experienced with our claims process Since this complaint was filed we have provided the consumer an alternative resolutionThe details of this resolution was sent to the consumer on 01/05/2018, we hope this result proves to be satisfactory and appreciate his patience while this was investigated
Initial Business Response / [redacted] (1000, 5, 2015/06/30) */ We are sorry the consumer did not have their device repaired to their satisfaction After a failed repair our policy allows for us to attempt a 2nd repairIn this case however, due to the poor service the consumer experienced, we will make a one-time exception and pay the consumer out the price of the itemA refund of the warranty would not be part of the payout However, in this case, we see that the repair did take more than the guarantee day repair time, as noted in the brochureFor that reason we will also refund the cost of the warranty The total that the consumer shows as what she paid for the computer includes sales tax (which is not covered under our Terms and Conditions), the device and the warrantyWe are going to reimburse the consumer the cost of the item and the cost of the warranty
We apologize if the consumer is dissatisfied with their most recent replacement offer Whenever we provide a replacement television offer the consumer has the option of reaching out to our television department to further discuss the current offer and to vet any concernsSince we provided the consumer an alternative replacement offer we have yet to receive a reply either via the email or phone, and the most recent Revdex.com response does not contain enough details or information for us to proceedAt this juncture we would request the consumer directly contacts us for further assistance
We apologize for any inconvenience that the consumer might have experienced during this process The consumer called in on 8/31/to file a claimDuring the phone call the consumer was informed that in order to proceed with the claim a valid proof of purchase would need to be submittedThe customer was also advised to call us back once the proof of purchase was submitted so that we could continue to assist them with the claim The consumer did not call back to follow up with us until 2/7/2018, almost year and a half after the claim was filedThe claims that are submitted have a day life until the claim is automatically closedAlso the proof of purchase that was uploaded was invalid as it was not itemized In conclusion this claim is close to a year and a half old and both the claim and warranty have expired since thenAt this juncture we unfortunately are not able to assist the consumer
Initial Business Response / [redacted] (1000, 5, 2015/07/30) */ We are sorry the consumer has not received their payment We processed the check so that it would to be delivered overnightWe discovered the PO Box we had on file was incorrectWe have corrected the addressWe are confirming the address before we attempt to send the check again
We are sorry for any issue the consumer experienced with their device According to our records, the delay with the consumer's reimbursement is due to the pending receipt of a legal affidavit requested by Squaretrade from the consumerAt this time the affidavit has been sent to consumer timesOnce the affidavit has been signed and returned, Squaretrade will be able to fully reimburse the consumer for the items costIn regards to the other canceled warranty, we show that the DVR unit's warranty was purchased incorrectlyThe unit was described to us as New, when in fact, the unit was used, thus making the warranty coverage invalid
We are sorry for any issues the consumer had with their device.According to the consumer's service agreement the waiting period "is the amount of time, varying from zero (0) to thirty (30) days, between the Protection Plan purchase date and the Coverage Start Date, during which if any issues occur, they are considered pre-existing conditions and render the item ineligible for coverage under this Protection Plan." The protection plan the consumer purchased for their device had a one day waiting period When the consumer filed their claim online they selected the issue start date to be the same date as the purchase of the warranty, which subsequently led to the claim denial With the consumer indicating this was an accidental error in filing the claim we have made an exception and reimbursed the consumer
We are sorry for any issues the consumer had with their itemAfter looking into the consumer's account, a copy of proof of purchase was requested to verify the item price A claim has been processed for reimbursement of the item price Currently, we are waiting for the consumer to ship their device to begin processing the reimbursement
Complaint: [redacted] I am rejecting this response because: If I was not incorrectly advised by Squaretrade, I would have signed up for a new warranty in [redacted] when I got my new phone, in which case I would have a valid warranty through [redacted] ***As a result of Square Trade's misinformation, my phone is now not insurable since it is more than days past the purchase datePlease offer a warranty on my phone through [redacted] ***I am willing to pay for the serviceOtherwise, please see my previous request Sincerely, [redacted] ***
According to our records, the consumer's television set was replaced [redacted] ***SquareTrade provided the consumer a brand new [redacted] TV with a 1-year manufacturer's warrantySince the manufacturer will provide coverage for this unit until [redacted] ***, we have directed the consumer thereThe consumer is still covered by our protection plan until [redacted] We have advised that if the manufacturer is unable to assist, then Squaretrade can step in and provide support
Initial Business Response / [redacted] (1000, 5, 2015/07/24) */ We are sorry the consumer delays in the reimbursement of their repair We have tried to call the consumer on the number listed in the complaintThe phone answers, however there is nothing but silence from the other endThe consumer was directed to send some test results to us, which he did We reimburse customers for repairs when the repairs have been completed and paid forThe consumer sends the receipt to us and we reimburse the repair costsWe cannot reimburse repairs without appropriate receiptsThe consumer did send us a receipt of the parts needed to repair the TV but did not send us a receipt for the labor as he did the repair himselfWe will make a one-time exception and will pay the consumer the labor cost without a receipt Since we cannot communicate with the consumer via phone we are emailing him this information Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/02) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Hello, I wanted to follow up on the response from Square trade and actually add more detailI received an email from Square trade saying that my check was sent out [redacted] but when I called I was informed it was not actually sent out until [redacted] Since my laptop arrived at their facility on [redacted] and the check was not issued out until [redacted] it does in fact violate their guarantee to refund the money of my warranty if it is not sent within business daysThat was business daysAlso, today is [redacted] and I still have not received the check for my laptopThey received my damaged laptop over a month ago and will not send me my check for the replacement costI have called at least times without any solution providedI am getting really frustrated and feel like I have no powerPlease helpThanks, [redacted]
As I am absolutely disappointed with Squaretrade, I have not communicated with them, nor will I! You guys have communicated that I accepted there unsatisfactory solution, yet I've still to receive a check Please, this is the last time, I will ask to have it somewhat resolved Otherwise, I'll take this to the next channel up All I want now, is for them to at least fulfill the minimum they said they would Thank you for your time and attention
Complaint: [redacted] I am rejecting this response because: I just spoke with a manager in the claims department, Lakin, who stated that the check was only cut on January 12th and at that point it is sent out from the east coast and SquareTrade has no way of tracking it So basically when you replied to Revdex.com you still had not processed the payment and it was not sent in the regular mail either That would be the 10th and final time I will accept bad and wrong information from your company Your warranty process states business days and this has now gone on since Dec I have been told that the check was sent out the week of the 2nd and that would be business days that have gone by and I still have not received the check So according to me, you are once again giving bad and wrong information and no one has any idea of where the check is, not to mention, the email I got from Resolution Specialist Emmanuel on January 8th stating the check was sent is wrong information as well as the email I received on January 10th telling me the check had been sent It is no wonder your Revdex.com rating as well as ratings on all different sites are bad I will not ever purchase a warranty through SquareTrade again Sincerely,Kathlyn [redacted]
After reviewing the consumer's warranty there seem to be a few discrepanciesWe show that receipt was provided, but the date of the device and warranty purchase have a 4-month differenceWe also show that the device was purchased directly from the manufacturer and the warranty from an alternate resellerDirectly from the warranty listing on the reseller's website is specifically states, "Squaretrade protection plans are only valid for new products purchased at Amazon within the last days."We have attached a copy of this verbiage from the warranty postingDue to these discrepancies, we are unable to process a claim and would be required to cancel the warranty and provide a refund of the purchase price
We apologize for any inconvenience that the consumer might have experienced during this process As of today 04/05/the consumer has been in contact with our resolution team and was promised to be refunded the diagnostic fee and was approved for a repair of his item The consumer is currently in talks with the department mentioned above about finding a resolution to the issues with his device Any and all issues the consumer has will be appropriately addressed via those channels! We do intend on finding a meaningful and successful resolution to the consumer's issues!
We are sorry the consumer had issues with their deviceWhen the consumer filed the claim on their replacement TV, the model number provided was different from the one in SquareTrade's records SquareTrade will continue to honor the consumer's warranty for their replacement device and has attempted to make contact to file a claim
We apologize for any inconvenience that the consumer might have experienced during this process As of today 03/12/the consumer has been contacted and a favorable resolution has been reached for the consumer as they are being reimbursed for the entire cost of their unit!
We apologize for any inconvenience that the consumer might have experienced during this process As of yesterday 2/2/we have reached out to the consumer both via e-mail and voicemail to offer the customer a sound resolution to this matterAt this moment we are awaiting the customer's response so that we can speak in person and assist her with this matter
We apologize for any inconvenience the consumer may have experienced with our claims process Since this complaint was filed we have provided the consumer an alternative resolutionThe details of this resolution was sent to the consumer on 01/05/2018, we hope this result proves to be satisfactory and appreciate his patience while this was investigated
Initial Business Response / [redacted] (1000, 5, 2015/06/30) */ We are sorry the consumer did not have their device repaired to their satisfaction After a failed repair our policy allows for us to attempt a 2nd repairIn this case however, due to the poor service the consumer experienced, we will make a one-time exception and pay the consumer out the price of the itemA refund of the warranty would not be part of the payout However, in this case, we see that the repair did take more than the guarantee day repair time, as noted in the brochureFor that reason we will also refund the cost of the warranty The total that the consumer shows as what she paid for the computer includes sales tax (which is not covered under our Terms and Conditions), the device and the warrantyWe are going to reimburse the consumer the cost of the item and the cost of the warranty
We apologize if the consumer is dissatisfied with their most recent replacement offer Whenever we provide a replacement television offer the consumer has the option of reaching out to our television department to further discuss the current offer and to vet any concernsSince we provided the consumer an alternative replacement offer we have yet to receive a reply either via the email or phone, and the most recent Revdex.com response does not contain enough details or information for us to proceedAt this juncture we would request the consumer directly contacts us for further assistance
Final Consumer Response / [redacted] (2000, 5, 2015/08/05) */ SquareTrade contacted me to resolve the issue
We apologize for any inconvenience that the consumer might have experienced during this process The consumer called in on 8/31/to file a claimDuring the phone call the consumer was informed that in order to proceed with the claim a valid proof of purchase would need to be submittedThe customer was also advised to call us back once the proof of purchase was submitted so that we could continue to assist them with the claim The consumer did not call back to follow up with us until 2/7/2018, almost year and a half after the claim was filedThe claims that are submitted have a day life until the claim is automatically closedAlso the proof of purchase that was uploaded was invalid as it was not itemized In conclusion this claim is close to a year and a half old and both the claim and warranty have expired since thenAt this juncture we unfortunately are not able to assist the consumer
Initial Business Response / [redacted] (1000, 5, 2015/07/30) */ We are sorry the consumer has not received their payment We processed the check so that it would to be delivered overnightWe discovered the PO Box we had on file was incorrectWe have corrected the addressWe are confirming the address before we attempt to send the check again
We are sorry for any issue the consumer experienced with their device According to our records, the delay with the consumer's reimbursement is due to the pending receipt of a legal affidavit requested by Squaretrade from the consumerAt this time the affidavit has been sent to consumer timesOnce the affidavit has been signed and returned, Squaretrade will be able to fully reimburse the consumer for the items costIn regards to the other canceled warranty, we show that the DVR unit's warranty was purchased incorrectlyThe unit was described to us as New, when in fact, the unit was used, thus making the warranty coverage invalid
We are sorry for any issues the consumer had with their device.According to the consumer's service agreement the waiting period "is the amount of time, varying from zero (0) to thirty (30) days, between the Protection Plan purchase date and the Coverage Start Date, during which if any issues occur, they are considered pre-existing conditions and render the item ineligible for coverage under this Protection Plan." The protection plan the consumer purchased for their device had a one day waiting period When the consumer filed their claim online they selected the issue start date to be the same date as the purchase of the warranty, which subsequently led to the claim denial With the consumer indicating this was an accidental error in filing the claim we have made an exception and reimbursed the consumer
We are sorry for any issues the consumer had with their itemAfter looking into the consumer's account, a copy of proof of purchase was requested to verify the item price A claim has been processed for reimbursement of the item price Currently, we are waiting for the consumer to ship their device to begin processing the reimbursement
Complaint: [redacted] I am rejecting this response because: If I was not incorrectly advised by Squaretrade, I would have signed up for a new warranty in [redacted] when I got my new phone, in which case I would have a valid warranty through [redacted] ***As a result of Square Trade's misinformation, my phone is now not insurable since it is more than days past the purchase datePlease offer a warranty on my phone through [redacted] ***I am willing to pay for the serviceOtherwise, please see my previous request Sincerely, [redacted] ***
According to our records, the consumer's television set was replaced [redacted] ***SquareTrade provided the consumer a brand new [redacted] TV with a 1-year manufacturer's warrantySince the manufacturer will provide coverage for this unit until [redacted] ***, we have directed the consumer thereThe consumer is still covered by our protection plan until [redacted] We have advised that if the manufacturer is unable to assist, then Squaretrade can step in and provide support
Initial Business Response / [redacted] (1000, 5, 2015/07/24) */ We are sorry the consumer delays in the reimbursement of their repair We have tried to call the consumer on the number listed in the complaintThe phone answers, however there is nothing but silence from the other endThe consumer was directed to send some test results to us, which he did We reimburse customers for repairs when the repairs have been completed and paid forThe consumer sends the receipt to us and we reimburse the repair costsWe cannot reimburse repairs without appropriate receiptsThe consumer did send us a receipt of the parts needed to repair the TV but did not send us a receipt for the labor as he did the repair himselfWe will make a one-time exception and will pay the consumer the labor cost without a receipt Since we cannot communicate with the consumer via phone we are emailing him this information Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/02) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Hello, I wanted to follow up on the response from Square trade and actually add more detailI received an email from Square trade saying that my check was sent out [redacted] but when I called I was informed it was not actually sent out until [redacted] Since my laptop arrived at their facility on [redacted] and the check was not issued out until [redacted] it does in fact violate their guarantee to refund the money of my warranty if it is not sent within business daysThat was business daysAlso, today is [redacted] and I still have not received the check for my laptopThey received my damaged laptop over a month ago and will not send me my check for the replacement costI have called at least times without any solution providedI am getting really frustrated and feel like I have no powerPlease helpThanks, [redacted]
As I am absolutely disappointed with Squaretrade, I have not communicated with them, nor will I! You guys have communicated that I accepted there unsatisfactory solution, yet I've still to receive a check Please, this is the last time, I will ask to have it somewhat resolved Otherwise, I'll take this to the next channel up All I want now, is for them to at least fulfill the minimum they said they would Thank you for your time and attention