Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I filed a Revdex.com complaint because the square trade rep told me they sent me a check, which I never received I did receive payment from*** Sincerely, [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]
Initial Business Response / [redacted] (1000, 5, 2016/03/07) */ We apologize for the issue the consumer experienced with their deviceWe can refund the warranty purchase or move forward with filing a claim but, we are unable to find an account using the information providedWhen the consumer contacted the claims department in May we were unable to locate the consumer's account and requested proof of warranty purchase and item purchase but the consumer never sent it inWe still require the same information to move forward with refunding or filing a claim Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/03/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept their response because I do have a receipt for my warranty and the cell phone dealer personally call this company and verified that the warranty was legit and once that happen Squaretrade agreed over the phone to honor the contract but I didn't have the funds available to purchase another phone at the timeSquaretrade needs to give us a fax number so my cell phone dealer can send the receipt Final Business Response / [redacted] (4000, 15, 2016/04/04) */ We are sorry the consumer had issues with their warranty.We have received the receipt and we are in contact with the consumer to confirm their account Final Consumer Response / [redacted] (4200, 17, 2016/04/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I e mail my receipt to Squaretrade and I want a refund
Initial Business Response / [redacted] (1000, 5, 2015/11/12) */ We apologize the consumer experienced issues with their device Per the Terms & Conditions "Depending on the Product and failure circumstances, at Our discretion, We will either: Repair Your Product, or; Provide a cash settlement or a Gift Card reflecting the replacement cost of a new product of equal features and functionality up to the Coverage Amount, or; Replace Your Product with a product of like, kind, quality and functionality." We have resolved the consumer's claim by providing a cash settlement for a replacement deviceThe warranty is now considered fulfilled and we have no further obligations under this protection plan You can view the SquareTrade Terms & Conditions at http://www.squaretrade.com/terms Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/18) */ Hello Revdex.com, this matter is not resolved and here's why and what I wrote Squaretrade Maybe in your eyes its fulfilled but not in mine, you owe me dollars for half of a two year warranty I can't use, I paid for 2, year insurance policies totaling about Dollars, I should be able to terminate of the year policies that being the 2nd year of my agreement and receive a partial refundNowhere in the policy does it say I cannot terminate my unused portionlet me give you an example: If I bought a year warranty I would have been afforded the same coverage as a two agreement making them for each year of coveragealso For Example: Think of it as me or you buying a car and having bought years of car insurance and then in the first year we sold or traded-in-the car or wreck the car or whatever happen to the car, the point being we don't have the car any longer So therefore we no longer need to carry the 2nd year of insurance and because all this happened in the first yearTherefore we should be entitled to and receive a refund for 2nd year of insurance we purchased but did not need because we don't need the insurance any longer because we don't have the car any longer and in this case it just so happens it's a tablet, So Please refund my dollars ASAP and here is what Squaretrade wrote prompting my above response Final Business Response / [redacted] (4000, 9, 2015/11/19) */ As noted in the Terms & Conditions, " This is not an insurance policy and we have no further obligations if We provide a cash settlement reflecting the replacement cost of a new item of equal features and functionality." The consumer's protection plan has been utilized and fulfilled by payout for the deviceWe are going to make a one time exception for partial refund of the warranty
Initial Business Response / [redacted] (1000, 5, 2015/10/13) */ We apologize that the consumer had issues with their device Management has provided additional training to the specialist that originally handled this case to ensure professionalism is maintained at all times We have communicated with this consumer, they confirmed the refund has been received and their concerns have been resolved
Initial Business Response / [redacted] (1000, 5, 2015/08/18) */ We are sorry the consumer had issues with their device The system that processes replacement phones was having numerous problems which caused the initial delaysThe email that was sent stating that we would not honor the claim was incorrect The issue was that when the item was audited at our depot there was minor damage that was not reported to us at the time of the claimThis generated the email, but we had already committed to the consumer that we would pay them The consumer's Paypal account was credited on 8/ Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) There are many details left out of their response, mainly the fact hey could not initially honor the claim because they did not have phones availableThis goes beyond system glitches and other excusesWhy offer a service that cannot be met? We were continually lied to throughout the process by multiple reps and supervisorsThere were periods where we would go a week without any communication from this company about the status of our claimI asked repeatedly for a supervisor to call and discuss my case since there was never one available when I called in, but I still have not received a call to this dayI am still waiting for photos of the "damage" that was not reported to them at the time of the claim but no one can seem to provide any evidence of the damagePlus last I checked, this was an insurance company that covered damage to cell phones correct? Why would that affect me getting my replacement phone? I took pictures of the phone before I sent it back to them for this very reasonSquare Trade is an extremely shady company and I do not trust them anymoreThey send multiple emails that do not have updates, contact numbers, or next steps to be takenI do not accept the response because I have multiple warranties with them and am still waiting to have them reimbursed as they said they would Final Business Response / [redacted] (4000, 9, 2015/08/31) */ We are sorry the consumer had issues with their claim We do offer overnight replacement phones but there are times when we cannot offer these phones due to our inventory The damage claim, as was mentioned before, did not affect the claim as the warranty covers damage anyway We are waiting for the consumer to replay to our phone messages and email so that we can process the refunds they want
We apologize for any inconvenience that the consumer might have experienced during this process We reached out to the consumer on 5/16/and addressed all of his concerns and proceeded to file a claim for the consumer's laptop The consumer was approved for a repair and this was satisfactory to the consumer!
We are sorry for any issues the consumer experienced with their device We apologize if the consumer was unaware of the "Limit of Liability", Squaretrade attempt to be as transparent as possible by providing the Terms & Conditions via email and on our websiteThe Terms & Conditions state, "The total amount that We will pay for repairs or replacement made in connection with all claims that You make pursuant to this Protection Plan shall not exceed the Coverage AmountIn the event that We make payments for repairs or replacements, which in the aggregate, are equal to the Coverage Amount, or if We provide a cash settlement reflecting the replacement cost of a new item of equal features and functionality, then We will have no further obligations under this Protection Plan.", regarding Limit of LiabilitySince the consumer's claims exceeded the purchase price of the device, the warranty has been completedSquareTrade provided a 30-day repair guarantee period that was not utilized and unfortunately, we would be unable to provide any further assistance
We are sorry for any issues the consumer had with their device Looking into the consumer's account I do see there were two failed repair attempts by the local repair authorized location Generally the deductible is refunded to the consumer in the event of a failed repair at an authorized repair facility so it can be charged through the follow up claimWe have processed a claim for a replacement device to be sent to the consumer
We apologize for any difficulty the consumer has experienced with the cancellation of their warranty As of 12/28/Squaretrade has received insufficient information in order to have the policy fully registered in our system, and this is why we have been unable to provide a cancellation We have reached out to the consumer to receive additional information, and once the policy has been found we will follow up with the consumer and provide the desired refund
We apologize for any inconvenience that the consumer might have experienced during this process We reached out to the consumer today and spoke at length about his experience with us filing a claim We apologized for the way the claim was handled and reviewed the reimbursment he was promised After reviewing the reimbursement we saw that it was slightly off and increased the amount promised to the consumer In conclusion the claim took an abamount of time to be resolved but we managed to take care of the consumer in the end!
According to our records, our representative attempted to update the consumer's information but the refund of a warranty is always processed on the card used for the purchaseIn cases where the payment method has expired or no longer active, reimbursement is sent via a checkWe do apologize for any miscommunication regarding the processWe have checked in on the security of the consumer's information and found everything was handled appropriatelyMoving forward, we have processed the reimbursement check on [redacted] and is en route to the consumer
Initial Business Response / [redacted] (1000, 5, 2015/08/17) */ We are sorry the consumer had delays in the processing of his payment We had a problem with our accounting system and many payouts did not get processed in an appropriate amount of timeWe have addressed the issue and this consumer was emailed a reimbursement on August Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/19) */ The claim was paid on 8/14/I received a phone call from SquareTrade to follow up on the complaintThough no additional compensation was provided for the onerous process, I appreciated the personal touch
We are sorry for any confusion the consumer experienced during the claim process Our records indicate that the consumer submitted three documents (receipts), for a reimbursement on his claimHowever, neither of the documents show that the consumer has paid for "repairs" We've requested that the consumer provide the receipts that confirms the $ [redacted] payment made for the repairs, and we would gladly reimburse for the repairsSince the documents have not been produced, the consumer has not received the reimbursement
We are sorry for any issues the consumer had with their deviceThe consumers device is still under their manufacturer's warranty coverage SquareTrade is an extended warranty company whose coverage begins after the manufacturer's warranty has ended If the manufacturer is unwilling to provide service to the consumers device SquareTrade may step in for mechanical and electrical failures after documentation has been provided of the manufactures refusal of service.At this time the consumer needs to contact their manufacturer to have their item serviced If the manufacturer refuses service then the consumer can reach out to SquareTrade to see if we can step in the cover their device
SquareTrade provides reimbursement information via email but also in the service contract, "Reimbursements: Sometimes it's faster to reimburse you the cost of your itemIf we reimburse: If your item is shippable, we'll provide you with a pre-paid shipping label Once we receive your item, we'll pay your claim within 3-business days.".Unfortunately, The consumer's service contract and subsequent emails have made this requirement very clearSquaretrade would not be able to provide reimbursement without the defective product being returned
We are sorry for any issues the consumer had with their deviceWhen purchasing a warranty from SquareTrade direct or through a resell partner the item condition stated on the warranty must match the actual condition of the item The consumer purchased a refurbished product with a new item warranty The correct warranty for the item would have been available for the consumer to purchase at the time of checkout, or free standing and labeled as refurbished
We are sorry the consumer is having these issues after losing the software during her laptop repairThe consumer filed a claim on there laptop after getting an error message stating there was on overheating issue and the item needed to be serviced Following company protocol when a claim is filed the consumer receives an email going over there resolution option and instructions on how to proceed to get their item repaired The consumer is instructed to back up all data on their item before shipping, to us for repair, in the event that all data on your item is lost during repair
We are sorry for any issues the consumer had with their deviceAs consumers are not required to register their warranties, proof of purchase isn't verified until a claim needs to be filed We have reimbursed the consumer for the total amount of their monthly installments
Complaint: [redacted] I am rejecting this response because: I never received any response from themWhenever I tried to contact them, they waste my to min and then told me, we will get you back which never happenThere statement is not legitimate because no email or phone call or voicemail from themin my account care plan still saying additional information required which I provide them times in last dayscare plan # [redacted] Sincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I filed a Revdex.com complaint because the square trade rep told me they sent me a check, which I never received I did receive payment from*** Sincerely, [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]
Initial Business Response / [redacted] (1000, 5, 2016/03/07) */ We apologize for the issue the consumer experienced with their deviceWe can refund the warranty purchase or move forward with filing a claim but, we are unable to find an account using the information providedWhen the consumer contacted the claims department in May we were unable to locate the consumer's account and requested proof of warranty purchase and item purchase but the consumer never sent it inWe still require the same information to move forward with refunding or filing a claim Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/03/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept their response because I do have a receipt for my warranty and the cell phone dealer personally call this company and verified that the warranty was legit and once that happen Squaretrade agreed over the phone to honor the contract but I didn't have the funds available to purchase another phone at the timeSquaretrade needs to give us a fax number so my cell phone dealer can send the receipt Final Business Response / [redacted] (4000, 15, 2016/04/04) */ We are sorry the consumer had issues with their warranty.We have received the receipt and we are in contact with the consumer to confirm their account Final Consumer Response / [redacted] (4200, 17, 2016/04/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I e mail my receipt to Squaretrade and I want a refund
Initial Business Response / [redacted] (1000, 5, 2015/11/12) */ We apologize the consumer experienced issues with their device Per the Terms & Conditions "Depending on the Product and failure circumstances, at Our discretion, We will either: Repair Your Product, or; Provide a cash settlement or a Gift Card reflecting the replacement cost of a new product of equal features and functionality up to the Coverage Amount, or; Replace Your Product with a product of like, kind, quality and functionality." We have resolved the consumer's claim by providing a cash settlement for a replacement deviceThe warranty is now considered fulfilled and we have no further obligations under this protection plan You can view the SquareTrade Terms & Conditions at http://www.squaretrade.com/terms Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/18) */ Hello Revdex.com, this matter is not resolved and here's why and what I wrote Squaretrade Maybe in your eyes its fulfilled but not in mine, you owe me dollars for half of a two year warranty I can't use, I paid for 2, year insurance policies totaling about Dollars, I should be able to terminate of the year policies that being the 2nd year of my agreement and receive a partial refundNowhere in the policy does it say I cannot terminate my unused portionlet me give you an example: If I bought a year warranty I would have been afforded the same coverage as a two agreement making them for each year of coveragealso For Example: Think of it as me or you buying a car and having bought years of car insurance and then in the first year we sold or traded-in-the car or wreck the car or whatever happen to the car, the point being we don't have the car any longer So therefore we no longer need to carry the 2nd year of insurance and because all this happened in the first yearTherefore we should be entitled to and receive a refund for 2nd year of insurance we purchased but did not need because we don't need the insurance any longer because we don't have the car any longer and in this case it just so happens it's a tablet, So Please refund my dollars ASAP and here is what Squaretrade wrote prompting my above response Final Business Response / [redacted] (4000, 9, 2015/11/19) */ As noted in the Terms & Conditions, " This is not an insurance policy and we have no further obligations if We provide a cash settlement reflecting the replacement cost of a new item of equal features and functionality." The consumer's protection plan has been utilized and fulfilled by payout for the deviceWe are going to make a one time exception for partial refund of the warranty
Initial Business Response / [redacted] (1000, 5, 2015/10/13) */ We apologize that the consumer had issues with their device Management has provided additional training to the specialist that originally handled this case to ensure professionalism is maintained at all times We have communicated with this consumer, they confirmed the refund has been received and their concerns have been resolved
Initial Business Response / [redacted] (1000, 5, 2015/08/18) */ We are sorry the consumer had issues with their device The system that processes replacement phones was having numerous problems which caused the initial delaysThe email that was sent stating that we would not honor the claim was incorrect The issue was that when the item was audited at our depot there was minor damage that was not reported to us at the time of the claimThis generated the email, but we had already committed to the consumer that we would pay them The consumer's Paypal account was credited on 8/ Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) There are many details left out of their response, mainly the fact hey could not initially honor the claim because they did not have phones availableThis goes beyond system glitches and other excusesWhy offer a service that cannot be met? We were continually lied to throughout the process by multiple reps and supervisorsThere were periods where we would go a week without any communication from this company about the status of our claimI asked repeatedly for a supervisor to call and discuss my case since there was never one available when I called in, but I still have not received a call to this dayI am still waiting for photos of the "damage" that was not reported to them at the time of the claim but no one can seem to provide any evidence of the damagePlus last I checked, this was an insurance company that covered damage to cell phones correct? Why would that affect me getting my replacement phone? I took pictures of the phone before I sent it back to them for this very reasonSquare Trade is an extremely shady company and I do not trust them anymoreThey send multiple emails that do not have updates, contact numbers, or next steps to be takenI do not accept the response because I have multiple warranties with them and am still waiting to have them reimbursed as they said they would Final Business Response / [redacted] (4000, 9, 2015/08/31) */ We are sorry the consumer had issues with their claim We do offer overnight replacement phones but there are times when we cannot offer these phones due to our inventory The damage claim, as was mentioned before, did not affect the claim as the warranty covers damage anyway We are waiting for the consumer to replay to our phone messages and email so that we can process the refunds they want
We apologize for any inconvenience that the consumer might have experienced during this process We reached out to the consumer on 5/16/and addressed all of his concerns and proceeded to file a claim for the consumer's laptop The consumer was approved for a repair and this was satisfactory to the consumer!
We are sorry for any issues the consumer experienced with their device We apologize if the consumer was unaware of the "Limit of Liability", Squaretrade attempt to be as transparent as possible by providing the Terms & Conditions via email and on our websiteThe Terms & Conditions state, "The total amount that We will pay for repairs or replacement made in connection with all claims that You make pursuant to this Protection Plan shall not exceed the Coverage AmountIn the event that We make payments for repairs or replacements, which in the aggregate, are equal to the Coverage Amount, or if We provide a cash settlement reflecting the replacement cost of a new item of equal features and functionality, then We will have no further obligations under this Protection Plan.", regarding Limit of LiabilitySince the consumer's claims exceeded the purchase price of the device, the warranty has been completedSquareTrade provided a 30-day repair guarantee period that was not utilized and unfortunately, we would be unable to provide any further assistance
We are sorry for any issues the consumer had with their device Looking into the consumer's account I do see there were two failed repair attempts by the local repair authorized location Generally the deductible is refunded to the consumer in the event of a failed repair at an authorized repair facility so it can be charged through the follow up claimWe have processed a claim for a replacement device to be sent to the consumer
We apologize for any difficulty the consumer has experienced with the cancellation of their warranty As of 12/28/Squaretrade has received insufficient information in order to have the policy fully registered in our system, and this is why we have been unable to provide a cancellation We have reached out to the consumer to receive additional information, and once the policy has been found we will follow up with the consumer and provide the desired refund
We apologize for any inconvenience that the consumer might have experienced during this process We reached out to the consumer today and spoke at length about his experience with us filing a claim We apologized for the way the claim was handled and reviewed the reimbursment he was promised After reviewing the reimbursement we saw that it was slightly off and increased the amount promised to the consumer In conclusion the claim took an abamount of time to be resolved but we managed to take care of the consumer in the end!
According to our records, our representative attempted to update the consumer's information but the refund of a warranty is always processed on the card used for the purchaseIn cases where the payment method has expired or no longer active, reimbursement is sent via a checkWe do apologize for any miscommunication regarding the processWe have checked in on the security of the consumer's information and found everything was handled appropriatelyMoving forward, we have processed the reimbursement check on [redacted] and is en route to the consumer
Initial Business Response / [redacted] (1000, 5, 2015/08/17) */ We are sorry the consumer had delays in the processing of his payment We had a problem with our accounting system and many payouts did not get processed in an appropriate amount of timeWe have addressed the issue and this consumer was emailed a reimbursement on August Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/19) */ The claim was paid on 8/14/I received a phone call from SquareTrade to follow up on the complaintThough no additional compensation was provided for the onerous process, I appreciated the personal touch
We are sorry for any confusion the consumer experienced during the claim process Our records indicate that the consumer submitted three documents (receipts), for a reimbursement on his claimHowever, neither of the documents show that the consumer has paid for "repairs" We've requested that the consumer provide the receipts that confirms the $ [redacted] payment made for the repairs, and we would gladly reimburse for the repairsSince the documents have not been produced, the consumer has not received the reimbursement
We are sorry for any issues the consumer had with their deviceThe consumers device is still under their manufacturer's warranty coverage SquareTrade is an extended warranty company whose coverage begins after the manufacturer's warranty has ended If the manufacturer is unwilling to provide service to the consumers device SquareTrade may step in for mechanical and electrical failures after documentation has been provided of the manufactures refusal of service.At this time the consumer needs to contact their manufacturer to have their item serviced If the manufacturer refuses service then the consumer can reach out to SquareTrade to see if we can step in the cover their device
SquareTrade provides reimbursement information via email but also in the service contract, "Reimbursements: Sometimes it's faster to reimburse you the cost of your itemIf we reimburse: If your item is shippable, we'll provide you with a pre-paid shipping label Once we receive your item, we'll pay your claim within 3-business days.".Unfortunately, The consumer's service contract and subsequent emails have made this requirement very clearSquaretrade would not be able to provide reimbursement without the defective product being returned
We are sorry for any issues the consumer had with their deviceWhen purchasing a warranty from SquareTrade direct or through a resell partner the item condition stated on the warranty must match the actual condition of the item The consumer purchased a refurbished product with a new item warranty The correct warranty for the item would have been available for the consumer to purchase at the time of checkout, or free standing and labeled as refurbished
We are sorry the consumer is having these issues after losing the software during her laptop repairThe consumer filed a claim on there laptop after getting an error message stating there was on overheating issue and the item needed to be serviced Following company protocol when a claim is filed the consumer receives an email going over there resolution option and instructions on how to proceed to get their item repaired The consumer is instructed to back up all data on their item before shipping, to us for repair, in the event that all data on your item is lost during repair
We are sorry for any issues the consumer had with their deviceAs consumers are not required to register their warranties, proof of purchase isn't verified until a claim needs to be filed We have reimbursed the consumer for the total amount of their monthly installments
Complaint: [redacted] I am rejecting this response because: I never received any response from themWhenever I tried to contact them, they waste my to min and then told me, we will get you back which never happenThere statement is not legitimate because no email or phone call or voicemail from themin my account care plan still saying additional information required which I provide them times in last dayscare plan # [redacted] Sincerely, [redacted]