We are sorry for any issues the consumer had with their deviceWe have reached out to the consumer and reviewed their documentation for the device being non repairable A check has been processed to reimburse the consumer for their item price
We are sorry for any issue the consumer experienced with their device According to our records, the consumer did contact SquareTrade to initiate a claim on [redacted] We did not hear back from the consumer until months later in [redacted] We do not show that the consumer replied back to our emails notifying of any issuesThe only contact we have with the customer after the claim was filed, was months after the warranty had expiredThe consumer never contact us stating they were having issues uploading the receipt, nor to get assistance with completing the claimWe do understand that the consumer did reach out on those dates, however once a warranty has expired, we are unable to approve any further claim activityWe will be refunding the purchase price of the warranty as a gesture of good faith but this would be the extent of assistance we are able to provide
We are sorry for any issues the consumer experienced with their device We apologize if there was a miscommunication regarding the purchase dates and validity of the warrantyDue to this situation, Squaretrade proactively provides a copy of the warranty contract which specifically states under Section 9, "Claims made under any improperly or incorrectly purchased Protection Plan;", are not coveredMoving forward, the warranty has been canceled and refunded and we will be unable to provide assistance or coverage in connection with the warranty or device
We are sorry for any issues the consumer experienced with their device Squaretrade provides resolutions based on device and availability and due to this, the resolution of replacement was recommendedWe do apologize that the replacement was partially working due to "The home button sticks a lot", as described by the consumerUnfortunately, we are unable to resolve this concern and file another claim without the original liquid damaged phone or the replacement phone sent back to usAccording to our records, the consumer shipped a device back to our depot and arrived on 5/We can now initiate a new claim in order to correct the home button issue and we will be contacting the consumer to start that processRegarding the refunds requested, we would be unable to reimburse for any lost timePer the Terms & Conditions, "WE SHALL NOT BE LIABLE FOR ANY INCIDENTAL OR CONSEQUENTIAL DAMAGES, INCLUDING BUT NOT LIMITED TO,LOST TIME"We will, as a show of good faith, refund the purchase price of the warranty to the consumer
We apologize for any inconvenience that the consumer might have experienced during this process As of 2/26/we have gone ahead and fully reimbursed the consumer for the price of their item in full Thus bringing this claim to a successful close
We are sorry for any delays experienced during the claims processAccording to our records a claim was filedThere was some delay in us receiving the purchase receipt which is requried for us to process a claimWe also show there was a delay in getting the device to our repair shopWe did eventually recieve the device, it was repaired, and shipped back to the customerI do show per the carrier site that the device was delivered to an incorrect address and left there without a signature which is what we at Squaretrade requireBecause of poor customer experience throughout this claim we can definitely refund the $ [redacted] warranty fee The value of your protection plan is in most cases equal to the purchase price of your itemBased on the retail receipt from the store the consumer purchased the device from the most we can reimburse will be the item price listed on that proof of purchase
We understand the concern of the consumer in reference to the absence of an email detailing the shipping directionsAs it turns out, we show that since the proof of purchase requested at the time was not received and resulted in the claim not being processed until ***Since the email detailing these instructions was delayed, we will be making an exception to approve a full reimbursement of the product
We apologize for any misunderstanding regarding our warranties.Squaretrade is only able to cover products which are deemed fully functional from the date of purchaseDue to this item having issues from the date it was received the issues would be considered pre-existing, and the warranty would be invalidBecause of this we would be unable to file any claims for the customer, and we apologize for the inconvenienceWe have cancelled the consumer's policy and requested a full refund, which will be processed to the customer's original payment resource via Amazon
complaint: [redacted] I am rejecting this response because: Squaretrade has already confirmed receipt of receipt twice and each time notifying me days later that they cannot find itI have no reason to believe this company will follow through with anything they sayI request over night payment and not the 6-days "processing" they have suggested Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Although I did receive the reimbursement, the time frame listed is completely untrue, and SquareTrade's records on their website show the dates I listedTheir turn around time was not acceptable and put me at a great inconvenience and the absurd amount of time spent on the phone and going to and from [redacted] was unrealI would like a refund for the amount of the warranty, as I feel the disservice and poor treatment were uncalled forThe lack of caring in their customer service was so insulting I can't even imagine how you are still in businessSincerely, [redacted]
We are sorry for any delays that have been experienced.After reaching out to our accounting team, the previous checks were sent out to the consumer's address that was on file The address previously on file is different from the one the consumer provided in their Revdex.com complaintThe address on the consumer's account has been updated and the reimbursement check has been mailed out to the consumer
Initial Business Response / [redacted] (1000, 5, 2015/12/17) */ We apologize for the issue the consumer experienced with their device The consumer has been credited back for the monthly charges & the warranty has been cancelledNo additional charges should be deducted from the consumer's account Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I continue to be charged 5.43/month Final Business Response / [redacted] (4000, 9, 2016/01/20) */ The monthly charges are for another device that the consumer has under warrantyThe consumer has been contacted & confirmed there are no additional charges that are unauthorized and being deducted Final Consumer Response / [redacted] (2000, 11, 2016/01/25) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: [redacted] I am rejecting this response because: I'd like proof of the conversation because he NEVER told me I had to call back to submit the claim!! I waited because he said I'd "probably get a check in the mail." I have that written in quotes on my note from himI want my money back for this contract!Sincerely, [redacted]
As stated in the Terms & Conditions, we will repair, replace or reimburse the consumer for the unitThe shop that the consumer was sent to is a vendor that we use to provide quick, easy (usually same day) repairsThough the consumer replaced the phone outside of terms of the approved claim, we'd be happy to honor reimbursement once the insured unit is returnedThe consumer agreed to this reimbursement process within the Terms & Conditions when purchasing the warrantyWe will only honor reimbursement when the unit is receivedThe consumer has been sent a shipping label to send the insured unit back to us once we receive the unit a check will be sent within one business day
As this in regard to a previous complaint below is the original response"We are sorry the consumer had issues with their device.As stated in out Terms and Conditions, "at Our discretion We will either:ARepair Your Product, or;BProvide 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;CReplace Your Product with a product of like, kind, quality and functionality."Nowhere in our contract does it state that we will provide an upgraded phone.We have approved the claim for the consumer to go to Apple and have Apple perform an outside of warranty repairThey would take the consumer's old phone, charge the consumer a flat fee and provide the consumer with a refurbished replacementWe would reimburse consumer for that service, minus the charge to file the claimWe also offered a full payout so the consumer can purchase a replacement phoneThe amount that we would payout is the price it would cost to purchase a replacement phone of the same model that the consumer currently hasIf we provide a full payout the warranty will be completed.We were unable to find any of the recorded calls and have requested from the consumer another phone number that perhaps he called from to help us in our search for those calls."Please respond to the original response
Complaint: [redacted] I am rejecting this response because: While I appreciate your timely response, I am still not in agreement I don't believe you have actually read completely through either my original complaint OR my responses since, because you seem to have missed my point entirely Your basis for denying this claim is that I did not return the item I understand this point and I acknowledge that it is in the contract that items may need to be returned using a pre-paid shipping label The wording you just quoted me says that YOU WILL PROVIDE a shipping label if the item will need to be returned That's great I understand that clearly The problem, AGAIN, is that the claim was made and approved - and I was told it was finalized - in APRIL The email with the shipping label was sent to me in [redacted] , [redacted] at 4:09am to be specific This was OVER THREE MONTHS LATER I had long since disposed of the item because I had already been told that the claim was finalized and the check would be sent Please respond specifically regarding this time frame If I was expected to return the item, why was I not sent the shipping label back in [redacted] when I still had the product? Why did the representative that I spoke to tell me that everything was cleared and the check would be sent? Sincerely, [redacted]
Was told yesterday by resolutions department they would refund remainder of warranty and entire cost of laptopAppears there representatives don't communicate I deny this resolution.Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: I am not sure why Squaretrade is stating that I am "unaware" of the “Limit of Liability"The issue is that they failed to provide me the any details of how much it was costing to repair the item each time I had to use their repair servicesAlso, I will repeat that their representatives were dishonest in telling me to keep using the charging port till it completely dies and then contact themAt no time did they tell me that I have exhausted the warranty for making too many claims(over all)If you read their email trail they are stating that I should have contacted them within days and let them know that the item is not working properly so they could make needed repairsIf this is the case then why did they not repair the charging port when I called them and sent the unit back during last claim? It is a fact that never in my dealings with Squaretrade, any representative ever mentioned or provided in writing any details of amount in sum or individually for repair charges that they were incurring to get my device fixedI am not stating that I did not know “limit of Liability’ and using this lack of knowledge as a defense for my disputeWhat I am stating is the fact that their representatives misrepresented verbally that keep using the faulty device till it completely becomes unusable and then contact them so this item can be repairedIn other words they refused to repair or replace the charging port and never mentioned that I had already exhausted the limit of liabilityTheir customer service even told me that my warranty has end date of April of [redacted] and during this time if the charging port completely breaks down then I should bring to their attention so it can be repairedTheir statements constituted lies and I am now finding out that my warranty is inactive Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: I did email the picturestimes Also the washer was not damaged accidentallyAnd I was never told the claim was rejected nor was I ever offered accidental coverage when I purchased the warrantyWhen I purchased the warranty it never stated anything about accidental coverageI think that clause was changed after I purchased the warranty The washer is sitting in the same place it is now since the day we purchased itThe bottom casing has cracked from useIt was not moved at allAnd if it was, it may have been moved to unplug a hoseBut not moved from its original spotSo it was not an accidentIt was a manufacturing defect seems to me I sent the pictures again on Thursday sept and still no response Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/07/17) */ We are sorry the consumer had issues with their device The reason we offered a payout is that we did not have the upgraded phone available as promisedThe payout we agreed to was enough to purchase the upgraded phone We were able to reach an agreement with the consumer
We are sorry for any issues the consumer had with their deviceWe have reached out to the consumer and reviewed their documentation for the device being non repairable A check has been processed to reimburse the consumer for their item price
We are sorry for any issue the consumer experienced with their device According to our records, the consumer did contact SquareTrade to initiate a claim on [redacted] We did not hear back from the consumer until months later in [redacted] We do not show that the consumer replied back to our emails notifying of any issuesThe only contact we have with the customer after the claim was filed, was months after the warranty had expiredThe consumer never contact us stating they were having issues uploading the receipt, nor to get assistance with completing the claimWe do understand that the consumer did reach out on those dates, however once a warranty has expired, we are unable to approve any further claim activityWe will be refunding the purchase price of the warranty as a gesture of good faith but this would be the extent of assistance we are able to provide
We are sorry for any issues the consumer experienced with their device We apologize if there was a miscommunication regarding the purchase dates and validity of the warrantyDue to this situation, Squaretrade proactively provides a copy of the warranty contract which specifically states under Section 9, "Claims made under any improperly or incorrectly purchased Protection Plan;", are not coveredMoving forward, the warranty has been canceled and refunded and we will be unable to provide assistance or coverage in connection with the warranty or device
We are sorry for any issues the consumer experienced with their device Squaretrade provides resolutions based on device and availability and due to this, the resolution of replacement was recommendedWe do apologize that the replacement was partially working due to "The home button sticks a lot", as described by the consumerUnfortunately, we are unable to resolve this concern and file another claim without the original liquid damaged phone or the replacement phone sent back to usAccording to our records, the consumer shipped a device back to our depot and arrived on 5/We can now initiate a new claim in order to correct the home button issue and we will be contacting the consumer to start that processRegarding the refunds requested, we would be unable to reimburse for any lost timePer the Terms & Conditions, "WE SHALL NOT BE LIABLE FOR ANY INCIDENTAL OR CONSEQUENTIAL DAMAGES, INCLUDING BUT NOT LIMITED TO,LOST TIME"We will, as a show of good faith, refund the purchase price of the warranty to the consumer
We apologize for any inconvenience that the consumer might have experienced during this process As of 2/26/we have gone ahead and fully reimbursed the consumer for the price of their item in full Thus bringing this claim to a successful close
We are sorry for any delays experienced during the claims processAccording to our records a claim was filedThere was some delay in us receiving the purchase receipt which is requried for us to process a claimWe also show there was a delay in getting the device to our repair shopWe did eventually recieve the device, it was repaired, and shipped back to the customerI do show per the carrier site that the device was delivered to an incorrect address and left there without a signature which is what we at Squaretrade requireBecause of poor customer experience throughout this claim we can definitely refund the $ [redacted] warranty fee The value of your protection plan is in most cases equal to the purchase price of your itemBased on the retail receipt from the store the consumer purchased the device from the most we can reimburse will be the item price listed on that proof of purchase
We understand the concern of the consumer in reference to the absence of an email detailing the shipping directionsAs it turns out, we show that since the proof of purchase requested at the time was not received and resulted in the claim not being processed until ***Since the email detailing these instructions was delayed, we will be making an exception to approve a full reimbursement of the product
We apologize for any misunderstanding regarding our warranties.Squaretrade is only able to cover products which are deemed fully functional from the date of purchaseDue to this item having issues from the date it was received the issues would be considered pre-existing, and the warranty would be invalidBecause of this we would be unable to file any claims for the customer, and we apologize for the inconvenienceWe have cancelled the consumer's policy and requested a full refund, which will be processed to the customer's original payment resource via Amazon
complaint: [redacted] I am rejecting this response because: Squaretrade has already confirmed receipt of receipt twice and each time notifying me days later that they cannot find itI have no reason to believe this company will follow through with anything they sayI request over night payment and not the 6-days "processing" they have suggested Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Although I did receive the reimbursement, the time frame listed is completely untrue, and SquareTrade's records on their website show the dates I listedTheir turn around time was not acceptable and put me at a great inconvenience and the absurd amount of time spent on the phone and going to and from [redacted] was unrealI would like a refund for the amount of the warranty, as I feel the disservice and poor treatment were uncalled forThe lack of caring in their customer service was so insulting I can't even imagine how you are still in businessSincerely, [redacted]
We are sorry for any delays that have been experienced.After reaching out to our accounting team, the previous checks were sent out to the consumer's address that was on file The address previously on file is different from the one the consumer provided in their Revdex.com complaintThe address on the consumer's account has been updated and the reimbursement check has been mailed out to the consumer
Initial Business Response / [redacted] (1000, 5, 2015/12/17) */ We apologize for the issue the consumer experienced with their device The consumer has been credited back for the monthly charges & the warranty has been cancelledNo additional charges should be deducted from the consumer's account Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I continue to be charged 5.43/month Final Business Response / [redacted] (4000, 9, 2016/01/20) */ The monthly charges are for another device that the consumer has under warrantyThe consumer has been contacted & confirmed there are no additional charges that are unauthorized and being deducted Final Consumer Response / [redacted] (2000, 11, 2016/01/25) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: [redacted] I am rejecting this response because: I'd like proof of the conversation because he NEVER told me I had to call back to submit the claim!! I waited because he said I'd "probably get a check in the mail." I have that written in quotes on my note from himI want my money back for this contract!Sincerely, [redacted]
As stated in the Terms & Conditions, we will repair, replace or reimburse the consumer for the unitThe shop that the consumer was sent to is a vendor that we use to provide quick, easy (usually same day) repairsThough the consumer replaced the phone outside of terms of the approved claim, we'd be happy to honor reimbursement once the insured unit is returnedThe consumer agreed to this reimbursement process within the Terms & Conditions when purchasing the warrantyWe will only honor reimbursement when the unit is receivedThe consumer has been sent a shipping label to send the insured unit back to us once we receive the unit a check will be sent within one business day
As this in regard to a previous complaint below is the original response"We are sorry the consumer had issues with their device.As stated in out Terms and Conditions, "at Our discretion We will either:ARepair Your Product, or;BProvide 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;CReplace Your Product with a product of like, kind, quality and functionality."Nowhere in our contract does it state that we will provide an upgraded phone.We have approved the claim for the consumer to go to Apple and have Apple perform an outside of warranty repairThey would take the consumer's old phone, charge the consumer a flat fee and provide the consumer with a refurbished replacementWe would reimburse consumer for that service, minus the charge to file the claimWe also offered a full payout so the consumer can purchase a replacement phoneThe amount that we would payout is the price it would cost to purchase a replacement phone of the same model that the consumer currently hasIf we provide a full payout the warranty will be completed.We were unable to find any of the recorded calls and have requested from the consumer another phone number that perhaps he called from to help us in our search for those calls."Please respond to the original response
Complaint: [redacted] I am rejecting this response because: While I appreciate your timely response, I am still not in agreement I don't believe you have actually read completely through either my original complaint OR my responses since, because you seem to have missed my point entirely Your basis for denying this claim is that I did not return the item I understand this point and I acknowledge that it is in the contract that items may need to be returned using a pre-paid shipping label The wording you just quoted me says that YOU WILL PROVIDE a shipping label if the item will need to be returned That's great I understand that clearly The problem, AGAIN, is that the claim was made and approved - and I was told it was finalized - in APRIL The email with the shipping label was sent to me in [redacted] , [redacted] at 4:09am to be specific This was OVER THREE MONTHS LATER I had long since disposed of the item because I had already been told that the claim was finalized and the check would be sent Please respond specifically regarding this time frame If I was expected to return the item, why was I not sent the shipping label back in [redacted] when I still had the product? Why did the representative that I spoke to tell me that everything was cleared and the check would be sent? Sincerely, [redacted]
Was told yesterday by resolutions department they would refund remainder of warranty and entire cost of laptopAppears there representatives don't communicate I deny this resolution.Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: I am not sure why Squaretrade is stating that I am "unaware" of the “Limit of Liability"The issue is that they failed to provide me the any details of how much it was costing to repair the item each time I had to use their repair servicesAlso, I will repeat that their representatives were dishonest in telling me to keep using the charging port till it completely dies and then contact themAt no time did they tell me that I have exhausted the warranty for making too many claims(over all)If you read their email trail they are stating that I should have contacted them within days and let them know that the item is not working properly so they could make needed repairsIf this is the case then why did they not repair the charging port when I called them and sent the unit back during last claim? It is a fact that never in my dealings with Squaretrade, any representative ever mentioned or provided in writing any details of amount in sum or individually for repair charges that they were incurring to get my device fixedI am not stating that I did not know “limit of Liability’ and using this lack of knowledge as a defense for my disputeWhat I am stating is the fact that their representatives misrepresented verbally that keep using the faulty device till it completely becomes unusable and then contact them so this item can be repairedIn other words they refused to repair or replace the charging port and never mentioned that I had already exhausted the limit of liabilityTheir customer service even told me that my warranty has end date of April of [redacted] and during this time if the charging port completely breaks down then I should bring to their attention so it can be repairedTheir statements constituted lies and I am now finding out that my warranty is inactive Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: I did email the picturestimes Also the washer was not damaged accidentallyAnd I was never told the claim was rejected nor was I ever offered accidental coverage when I purchased the warrantyWhen I purchased the warranty it never stated anything about accidental coverageI think that clause was changed after I purchased the warranty The washer is sitting in the same place it is now since the day we purchased itThe bottom casing has cracked from useIt was not moved at allAnd if it was, it may have been moved to unplug a hoseBut not moved from its original spotSo it was not an accidentIt was a manufacturing defect seems to me I sent the pictures again on Thursday sept and still no response Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/07/17) */ We are sorry the consumer had issues with their device The reason we offered a payout is that we did not have the upgraded phone available as promisedThe payout we agreed to was enough to purchase the upgraded phone We were able to reach an agreement with the consumer