Initial Business Response / [redacted] (1000, 5, 2015/12/14) */ We apologize the consumer experienced issues with their deviceThe consumer has been contacted and a resolution has been reached Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will be attempting to contact [redacted] from Square Trade shortlyThey have not paid me back for the fee they costed me like they said they wouldIt is more dishonesty on Square Trades partI also will be asking for mileage reimbursement for the times they sent me there out of the times I drove thereThey had sent me there to pick up my phone to then mail it to square tradeThey had said that yes my phone was ready to pick up to mail out and just go there to get itIt was not ready either time because Square Trade was refusing to pay the shop for their workThe fastest route from my address to the address of the shop is miles one wayA total of miles round trip for both tripsUsing the standard federal mileage rate of cents per mile it comes to $I am not asking for the approximately hours spent either in transit or at the store trying to talk to Square trade on the phone with their manager to figure out and fix thingsIn regards to their responseThe issue was not with my deviceThe issue was with the lies and incompetency of Square TradeYes I the customer have been reachedAnd no a resolution has not been reachedI am sick of the liesI am sick of the mistakesThis is not a device issueThis is an honesty and integrity issue Final Business Response / [redacted] (4000, 16, 2016/01/05) */ The consumer's reimbursement for the mileage has been processed & will be issued in 7-business daysThe consumer has agreed that the check cancellation fee will not be reimbursed Final Consumer Response / [redacted] (2000, 26, 2016/01/25) */ I have today received the check that Square Trade had promisedIt was mailed out much later than it should but better late than neverI consider this matter to be fully resolved and thank them for making things right
We are sorry for any issue's the consumer has had with their deviceLooking into the customer's account, a replacement device was sent out and returned twice due to an non-deliverable address We have updated the customer's shipping address with our depot for the replacement to be delivered to customer's home The customer has also been reimbursed for their warranty cost
We apologize for any inconvenience that the consumer might have experienced during this process We spoke with the consumer in reference to his latest issue with his phone and approved him for a phone replacement In addition we accommodated the customer by issuing a full refund of his warranty cost all to which he agreed to If there are any issues after this next replacement the consumer has been instructed to reach out to us for a final resolution!
Initial Business Response / [redacted] (1000, 5, 2015/08/12) */ We are sorry the consumer had delays in the repair of their device Our repair depot posts repair updates in our databaseSpecialist are trained to look closely at these updates before any information is given to the consumerThe first specialist was incorrect and interpreted the estimated arrival date of the part needed as the repair date We are addressing the issues we are having with responding to consumers in an appropriate amount of time as well as training specialist to keep their commitments to reply to the consumers We are going to payout the consumer for this claimThey have already been refunded the price of the warranty Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Once the claims specialist got in touch with me he was very thorough in answering all my questionsHe acknowledged and discussed some gaps in training and assured me that they are trying to improve customer service I have been refunded the price of the warranty and I have received the payout for the maximum coverage amountThe payment was promptly receivedI am satisfied with this outcome I just hope that specialist training improves so that customers do not have to wait to the point of extreme frustration for some type of resolutionThis resolution would have happened sooner if staff were better trained and more receptive to customer's comments so that they can better address the issue instead of just saying "no that is not an option"It would have saved so much time and frustration for both me (customer) and the company
Complaint: [redacted] I am rejecting this response because: At the time I purchased this warranty and through Squartrades website, It had no such "other options" only the price I paid for the said product and then the warranty amountNothing was ever on that page saying it had a "DEDUCTIBLE" The only option it had for a higher priced warranty was the Accidental drop and handling coverage , that I chose to get and again with no mention anywhere on the page about a deductibleI want my laptop fixed before this warranty expired on the listed date on my squeartrade pageand that is list wrong as wellI bought a year and they said that would cover me for years with the first year being the manufactures warrantySo Square Trade is screwing people over on all parts of their so called warranties!!!Sincerely, [redacted]
Complaint: [redacted] This is an unacceptable response In fact, the response doesn't add any value in addition to my original summary Squaretrade should stand behind its warranty -- if the customer has well-documented evidence of a persistent problem with a covered product, there should be effort made by Squaretrade to resolve the issue Both times that attempts were made in this case, errors were made by the repair facility: In the first, they sent the item back after only two hours In the second they claimed not to be able to replicate the error YET IT PERSISTS to this day Why can't we send to a different repair facility? Why have they not included the manufacturer for possible solutions? Why can't the item be replaced since I can prove to them it does not function after its initial battery is discharged (I have video, pictures, and they are welcome to send a tech to the house)? The simple answer, my friends, is that they are now owned by Allstate and they are instructed to do everything possible not to pay out Sad but true Let this be a warning to anyone else thinking of wasting their money with this company.Sincerely,Samuel [redacted]
We are sorry for any issues the consumer had with their device The battery on the consumer's item is deemed to be a buyer-replaceable part According to the consumers warranty contract, "we don't cover accessories or parts that are meant to be replaced by the buyer." As a courtesy SquareTrade allows the consumer to purchase a replacement battery for reimbursement
Complaint: [redacted] I am rejecting this response because: As I stated in my original complaint, my issue is in large part that the company decided to quote misleading information and then decided not to honor itWhat is more they told me, quite directly, that I should be thankful for what they are offering as they should pay me lessThis is quite absurd, as the RAM cards I installed alone cost me more than this dispute even was, and while they were willing to ship me back the hard drive they never offered to ship back the RAM that they decided not to pay forThis is legal conversion, nothing less 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 meSincerely, Andrew ***
My warranty contract states (Terms and Condition), (Service Agreement)In this service contract, I would receive incredible service that includes in home service for large items and no "like model" replacementThe service covers 100% of parts and labor, with no deductiblesAnd if item cant be repaired, the full item price will be paid out to meSquare Trade replace the LG TV for a lesser value LG TV, the quality of the TV is not high quality, and does not have the specification or features of my warranty TV that I purchased How can this be resolve, I would like a new replace TV, not refurbished, no like model as it states in warranty (Service Agreement), but a new LG TV with the same value, and high quality features and specification as the one I purchased, or full item price paid out to me, as it states in the warranty (Service Agreement)
We are sorry for any issues the consumer had with their deviceAfter looking into the consumer's account their claim has been changed from local repair to a reimbursement
(The consumer indicated he/she DID NOT accept the response from the business.)As I stated before, I don't have any other documentation to provide youThe receipt I gave you is all I remember being givenPlease issue full amount reimbursement for phone that I had to purchase under warrantyThank you
Initial Business Response / [redacted] (4000, 8, 2016/02/18) */ As stated by the consumer we are in the process of resolving this complaint Initial Consumer Rebuttal / [redacted] (4200, 10, 2016/02/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) To date I still haven't heard a word from them, NOR the shipping label in the mail with the money owed Final Business Response / [redacted] (4000, 13, 2016/03/06) */ On 2/18/the consumer's claim was processed for payout and the payout is processed once we receive the deviceWe emailed the consumer the shipping label & included instructions on how to return the device for payoutThe email has been resent to the consumer Final Consumer Response / [redacted] (4200, 15, 2016/03/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I sstill have the device,they haven't sent me the shipping label yet.To date = NO SHOW, they're just dragging their feet in paying me,what they owe me.Lying to you that they sent it,when they haven't
We are sorry the consumer had concerns with our response, The main reason the purchase of the warranty was accepted was due to the information entered on the Squaretrade website, as previously referenced it states "I confirm that all of the items I'm protecting are NEW and have been purchased in the last days."Referring the start of the claim, we never preformed any repairs on the laptop only basic troubleshooting over the phoneOnce the receipt was reviewed by a specialist and it was discovered that the item was refurbished, we suspended all services for the device and canceled the warrantyPer our service agreement, "We may cancel this Protection Plan at Our option on the basis of nonpayment, fraud, or material misrepresentation"Finally we are refunding the deductible back to the consumer and we apologize for the delay
Complaint: [redacted] I am rejecting this response because: we have not yet received the refund for the item cost and warranty cost Once the refund is received and cleared through our bank we will close this complaint.Sincerely,Dameon [redacted]
We apologize for any inconvenience that the consumer might have experienced during this process.We called our repair depot today 04/03/and they advised that a replacement tablet was sent out to the consumer on 3/30/2018.The item was delivered to the address on the consumers file on 04/02/ and packaged was signed off by them.As for the repair time the item was received on 3/23/and was properly sent out on 03/30/thereby meeting our 2-business day repair timeline.This brings this claim to a successful end!
Complaint: [redacted] I am rejecting this response because: That is the only copy of the receipt from [redacted] I haveYour company did not need this "important information" to locate my payment information that you charged only after I'd contacted you to make a claimThis is ridiculous.Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: This company is using advertising to lure customers into a warranty! SCAM!!!!!!!!!!!!!!! Sincerely,Michael [redacted]
Complaint: [redacted] I am rejecting this response because: I provided all of the material I had available and I did my due diligence to fix this problem but no one was working with me I feel that I paid for this policy for nothingSincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/10/09) */ We are sorry the consumer had issues with their account Our system just sends one email to the consumer to alert them on a billing failureThe consumer then has to update the billing, even if it is they just need to update the expiration dateUnfortunately the consumer did not receive the email and was not able to change the billing in timeWe are unable to re-approve a warranty that has been cancelled We have contacted the consumer and are offering a refund of the warranty up to what they have paid or a one-time repair if the phones have issues
Initial Business Response / [redacted] (1000, 5, 2015/12/14) */ We apologize the consumer experienced issues with their deviceThe consumer has been contacted and a resolution has been reached Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will be attempting to contact [redacted] from Square Trade shortlyThey have not paid me back for the fee they costed me like they said they wouldIt is more dishonesty on Square Trades partI also will be asking for mileage reimbursement for the times they sent me there out of the times I drove thereThey had sent me there to pick up my phone to then mail it to square tradeThey had said that yes my phone was ready to pick up to mail out and just go there to get itIt was not ready either time because Square Trade was refusing to pay the shop for their workThe fastest route from my address to the address of the shop is miles one wayA total of miles round trip for both tripsUsing the standard federal mileage rate of cents per mile it comes to $I am not asking for the approximately hours spent either in transit or at the store trying to talk to Square trade on the phone with their manager to figure out and fix thingsIn regards to their responseThe issue was not with my deviceThe issue was with the lies and incompetency of Square TradeYes I the customer have been reachedAnd no a resolution has not been reachedI am sick of the liesI am sick of the mistakesThis is not a device issueThis is an honesty and integrity issue Final Business Response / [redacted] (4000, 16, 2016/01/05) */ The consumer's reimbursement for the mileage has been processed & will be issued in 7-business daysThe consumer has agreed that the check cancellation fee will not be reimbursed Final Consumer Response / [redacted] (2000, 26, 2016/01/25) */ I have today received the check that Square Trade had promisedIt was mailed out much later than it should but better late than neverI consider this matter to be fully resolved and thank them for making things right
We are sorry for any issue's the consumer has had with their deviceLooking into the customer's account, a replacement device was sent out and returned twice due to an non-deliverable address We have updated the customer's shipping address with our depot for the replacement to be delivered to customer's home The customer has also been reimbursed for their warranty cost
We apologize for any inconvenience that the consumer might have experienced during this process We spoke with the consumer in reference to his latest issue with his phone and approved him for a phone replacement In addition we accommodated the customer by issuing a full refund of his warranty cost all to which he agreed to If there are any issues after this next replacement the consumer has been instructed to reach out to us for a final resolution!
Initial Business Response / [redacted] (1000, 5, 2015/08/12) */ We are sorry the consumer had delays in the repair of their device Our repair depot posts repair updates in our databaseSpecialist are trained to look closely at these updates before any information is given to the consumerThe first specialist was incorrect and interpreted the estimated arrival date of the part needed as the repair date We are addressing the issues we are having with responding to consumers in an appropriate amount of time as well as training specialist to keep their commitments to reply to the consumers We are going to payout the consumer for this claimThey have already been refunded the price of the warranty Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Once the claims specialist got in touch with me he was very thorough in answering all my questionsHe acknowledged and discussed some gaps in training and assured me that they are trying to improve customer service I have been refunded the price of the warranty and I have received the payout for the maximum coverage amountThe payment was promptly receivedI am satisfied with this outcome I just hope that specialist training improves so that customers do not have to wait to the point of extreme frustration for some type of resolutionThis resolution would have happened sooner if staff were better trained and more receptive to customer's comments so that they can better address the issue instead of just saying "no that is not an option"It would have saved so much time and frustration for both me (customer) and the company
Complaint: [redacted] I am rejecting this response because: At the time I purchased this warranty and through Squartrades website, It had no such "other options" only the price I paid for the said product and then the warranty amountNothing was ever on that page saying it had a "DEDUCTIBLE" The only option it had for a higher priced warranty was the Accidental drop and handling coverage , that I chose to get and again with no mention anywhere on the page about a deductibleI want my laptop fixed before this warranty expired on the listed date on my squeartrade pageand that is list wrong as wellI bought a year and they said that would cover me for years with the first year being the manufactures warrantySo Square Trade is screwing people over on all parts of their so called warranties!!!Sincerely, [redacted]
Complaint: [redacted] This is an unacceptable response In fact, the response doesn't add any value in addition to my original summary Squaretrade should stand behind its warranty -- if the customer has well-documented evidence of a persistent problem with a covered product, there should be effort made by Squaretrade to resolve the issue Both times that attempts were made in this case, errors were made by the repair facility: In the first, they sent the item back after only two hours In the second they claimed not to be able to replicate the error YET IT PERSISTS to this day Why can't we send to a different repair facility? Why have they not included the manufacturer for possible solutions? Why can't the item be replaced since I can prove to them it does not function after its initial battery is discharged (I have video, pictures, and they are welcome to send a tech to the house)? The simple answer, my friends, is that they are now owned by Allstate and they are instructed to do everything possible not to pay out Sad but true Let this be a warning to anyone else thinking of wasting their money with this company.Sincerely,Samuel [redacted]
We are sorry for any issues the consumer had with their device The battery on the consumer's item is deemed to be a buyer-replaceable part According to the consumers warranty contract, "we don't cover accessories or parts that are meant to be replaced by the buyer." As a courtesy SquareTrade allows the consumer to purchase a replacement battery for reimbursement
Complaint: [redacted] I am rejecting this response because: As I stated in my original complaint, my issue is in large part that the company decided to quote misleading information and then decided not to honor itWhat is more they told me, quite directly, that I should be thankful for what they are offering as they should pay me lessThis is quite absurd, as the RAM cards I installed alone cost me more than this dispute even was, and while they were willing to ship me back the hard drive they never offered to ship back the RAM that they decided not to pay forThis is legal conversion, nothing less 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 meSincerely, Andrew ***
My warranty contract states (Terms and Condition), (Service Agreement)In this service contract, I would receive incredible service that includes in home service for large items and no "like model" replacementThe service covers 100% of parts and labor, with no deductiblesAnd if item cant be repaired, the full item price will be paid out to meSquare Trade replace the LG TV for a lesser value LG TV, the quality of the TV is not high quality, and does not have the specification or features of my warranty TV that I purchased How can this be resolve, I would like a new replace TV, not refurbished, no like model as it states in warranty (Service Agreement), but a new LG TV with the same value, and high quality features and specification as the one I purchased, or full item price paid out to me, as it states in the warranty (Service Agreement)
We are sorry for any issues the consumer had with their deviceAfter looking into the consumer's account their claim has been changed from local repair to a reimbursement
(The consumer indicated he/she DID NOT accept the response from the business.)As I stated before, I don't have any other documentation to provide youThe receipt I gave you is all I remember being givenPlease issue full amount reimbursement for phone that I had to purchase under warrantyThank you
Initial Business Response / [redacted] (4000, 8, 2016/02/18) */ As stated by the consumer we are in the process of resolving this complaint Initial Consumer Rebuttal / [redacted] (4200, 10, 2016/02/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) To date I still haven't heard a word from them, NOR the shipping label in the mail with the money owed Final Business Response / [redacted] (4000, 13, 2016/03/06) */ On 2/18/the consumer's claim was processed for payout and the payout is processed once we receive the deviceWe emailed the consumer the shipping label & included instructions on how to return the device for payoutThe email has been resent to the consumer Final Consumer Response / [redacted] (4200, 15, 2016/03/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I sstill have the device,they haven't sent me the shipping label yet.To date = NO SHOW, they're just dragging their feet in paying me,what they owe me.Lying to you that they sent it,when they haven't
We are sorry the consumer had concerns with our response, The main reason the purchase of the warranty was accepted was due to the information entered on the Squaretrade website, as previously referenced it states "I confirm that all of the items I'm protecting are NEW and have been purchased in the last days."Referring the start of the claim, we never preformed any repairs on the laptop only basic troubleshooting over the phoneOnce the receipt was reviewed by a specialist and it was discovered that the item was refurbished, we suspended all services for the device and canceled the warrantyPer our service agreement, "We may cancel this Protection Plan at Our option on the basis of nonpayment, fraud, or material misrepresentation"Finally we are refunding the deductible back to the consumer and we apologize for the delay
Complaint: [redacted] I am rejecting this response because: we have not yet received the refund for the item cost and warranty cost Once the refund is received and cleared through our bank we will close this complaint.Sincerely,Dameon [redacted]
We apologize for any inconvenience that the consumer might have experienced during this process.We called our repair depot today 04/03/and they advised that a replacement tablet was sent out to the consumer on 3/30/2018.The item was delivered to the address on the consumers file on 04/02/ and packaged was signed off by them.As for the repair time the item was received on 3/23/and was properly sent out on 03/30/thereby meeting our 2-business day repair timeline.This brings this claim to a successful end!
Complaint: [redacted] I am rejecting this response because: That is the only copy of the receipt from [redacted] I haveYour company did not need this "important information" to locate my payment information that you charged only after I'd contacted you to make a claimThis is ridiculous.Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: This company is using advertising to lure customers into a warranty! SCAM!!!!!!!!!!!!!!! Sincerely,Michael [redacted]
Complaint: [redacted] I am rejecting this response because: I provided all of the material I had available and I did my due diligence to fix this problem but no one was working with me I feel that I paid for this policy for nothingSincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/10/09) */ We are sorry the consumer had issues with their account Our system just sends one email to the consumer to alert them on a billing failureThe consumer then has to update the billing, even if it is they just need to update the expiration dateUnfortunately the consumer did not receive the email and was not able to change the billing in timeWe are unable to re-approve a warranty that has been cancelled We have contacted the consumer and are offering a refund of the warranty up to what they have paid or a one-time repair if the phones have issues