While we understand the consumer believes us to be providing misinformation, we have detailed records verifying our resultsThis includes tracking information from Fedex verifying the delivery of the item to the consumer from our repair center We would have no alternative resolutions to offer in this situation, and we apologize for any inconvenience
We are sorry for any issues the consumer had with their deviceAfter taking a closer look into the account we will be reimbursing the consumer for the cost of their device A consumer can purchase a warranty directly from SquareTrade on a brand new item purchased within the last days
Initial Business Response / [redacted] (1000, 5, 2016/01/21) */ We apologize for the issue the consumer experienced with their deviceA tracer has been filed with the shipping companyAt this point we are awaiting an updateFor the delay the consumer experienced we have refunded the warranty amount
We are sorry for any issue the consumer experienced with their device According to our records, the consumer initiated their claim on 1/29/SquareTrade sent out an email requesting the purchase receipt from the consumerWe show that no reply was received for that requestMarch we receive communication with the consumer requesting an update for their claim, we advised that the proof of purchase has not been received and is required to complete the claimThat same day we received a copy of the receipt and filed their claim for full reimbursementAt this point, the consumer's check is en route and will take around 7-days to arriveBeyond this, we would be unable to provide any additional assistance in connection with this warranty
Complaint: [redacted] I am rejecting this response because: I already sent this response before..I DID respond to Square Trade's request for additional information They called AND emailed and I send the requested info via email If for whatever reason they did not reason MY response to THEIR email, they need to contact me again!! This is ridiculous and sounds like evasion on Square Trade's part!!Sincerely, [redacted]
We are sorry for any issues the consumer had with their device.After reviewing the consumers account it appears two unsuccessful attempts have been made to send the payment out At this point in time we are going to mail the reimbursement via [redacted] or [redacted] and provide the consumer with the tracking information
Complaint: [redacted] I am rejecting this response because: The company has sent me several conflicting emailsI've received email surveys inquiring about my recent conversations with several people, and there were no contacts made prior to those emailsThe last phone conversation I had with one of their representatives the last week of June, I was told that they would be sending me the replacement amount for television, being the offered replacement was not comparable to the original televisionI agreed to accept the replacement amount, which they stated it was estimated at $1100, and my television's cost was $The next day, I received an email asking for me to send a receipt (which both myself and [redacted] has already provided), followed by another email survey about another conversation that NEVER occurred [redacted] management team has also communicated with Squaretrade in attempts to resolving this issue Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: they had many times including in [redacted] when I first filed for the warranty to look at the receipt and tell me if the warranty was covered or notActually they are obligated to look at he receipt right away and tell the consumer whether it is going to be coveredthey left in limbo while all the while I thought that warranty will be covered, if there is no claim they keep the money and if there is a claim they tell the consumer that their product was not covered, they win both ways, this is not any way to do business I have been a loyal customer for more than years and have given my friends many referrrals but I have to rethink my association with this companySincerely, [redacted] ***
We are sorry for any issues the consumer experienced with their device According to our records, the consumer's account seems to be linked with a second account with the same informationThis shows to have caused the confusion and errors with the contact number and informationWe have since processed the claim for reimbursement according to the proof of purchase providedWe appreciate the consumer for bringing this to our attention and hope the concern has been addressed
We are sorry for any issues the consumer had with their device.When an item is purchased from one of SquareTrades re-sellers consumers are encouraged to purchase their warranty directly from that re-sellerPurchases of SquareTrade's warranty direct when an item is purchased from a re-seller is valid but not encouraged The consumers warranty is valid and SquareTrade will process a claim for repair on the item
Initial Business Response / [redacted] (1000, 5, 2015/08/19) */ We are sorry the consumer had issues with the delivery of their device We did not have the phone in stock so we ordered a replacement phoneThere was a typographical error in the address and the phone was returnedWe have no answer as to why the consumer was not responded to in a reasonable amount of timeWe are addressing the issue of not getting back to the consumer and the long hold times We have reordered the phone and it is scheduled to be delivered on August We have refunded the deductible and the amount paid for the warranty up to this pointWe are in contact with the consumer and they are aware of what we are doing
From the BUSINESS: Sent 3/29/6:24:PM Read by [redacted] on 3/29/6:24:PM We apologize for any inconvenience that the consumer might have experienced during this process The consumer has to follow the procedures outlined in his warranty and call us to file a claimUnfortunately wecannot payout items at the request of a consumer until we have had our technicians run the item through a thorough diagnostic If the item is found to be beyond repair then the claim will be moved to a payoutFor this process to start though the customer must call in and file a claim with one of our associates as there is no other way we can address this issue We look forward to assisting the cusotmer withing the parameters of his warranty
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, [redacted]
Complaint: [redacted] I am rejecting this response because: Square Trade Warranty says under Section 15: BINDING ARBITRATION "Any controversy or claim arising out of or relating to this Protection Plan, or breach thereof, will be settled by binding arbitration in accordance with the Commercial Arbitration Rules of the American Arbitration AssociationUnder this Arbitration provision, We both give up the right to resolve any controversy or claim arising out of or relating to this Protection Plan by a judge and/or a juryPrior to filing any arbitration, We jointly agree to seek to resolve any dispute between us by mediation conducted by the AAA, with all mediator fees and expenses paid by UsIf You are successful in obtaining an arbitration award against us greater than $***, We agree to pay all arbitrator fees and expenses." In addition the Revdex.com (of which I own a business that is a Member - not related to this matter) provides that MEMBERS (which Square Trade Is) agree to ARBITRATIONI asked SQUARE TRADE for ARBITRATION under Section of the SQUARE TRADE WARRANTYTHEY DID NOT REPLY I feel I am entitled to ARBITRATION under BOTH the Square Trade Warranty and the Revdex.com rules as Square Trade is a member [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/12/14) */ We apologize for the issue the consumer experienced with their deviceOur records indicate on 12/6/a specialist emailed the consumer requesting an invoice for the windows re-installation from Staples in order to move forward with reimbursementAs of 12/14/we have not received the invoiceThe consumer has been contacted via email and by phone
Complaint: [redacted] I am rejecting this response because: the power supply is not an accessoryThe system DOES NOT work without itAgain if they are refusing to cover this I want the full amount I paid for the coverage backAlso again no where in the information that I received when I signed up for this coverage plan did it state this would not be coveredYou can say even go on Square Trades website and it doesn't state this when you look at the information on video game system coverageSo at the end of the day all Square Trade did was falsely advertise protection and steal my money.Sincerely, [redacted] ***
We apologize for any inconvenience that the consumer might have experienced during this processThe claim the consumer is referring to here is from 5/7/and the last time there was any communication between us and the consumer was on 5/8/This makes this claim almost years oldI also see the warranties the customer mentioned he had which were cancelled by him.I understand the consumer was frustrated in reference to the problem not being able to be replicated but this is a very important part of what we doWhen issues of this sort are addressed by local repair entities and the problem cannot be replicated it limits what we are able to do for our customers in terms of a resolution since there is not problem to be addressed.We do not have any records showing that the consumer wrote in to us or called us to express his frustrations in reference to his experience with his vacuum attempting to be repairedHad we been notified by the consumer of his concern I am sure that we could have tried to work out some other solution.Unfortunately it has been close to years since this incident occurred and the warranty has since been concludedGiven the current situation where the warranty has been concluded and the amount of time that has transpired since the claim we will not be able to assist the customer with his problem
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 would like to suggest to SquareTrade that they have to train the specialists and let them know about this policy as the person whom I talked to did not know about this.Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/10/16) */ We are sorry the consumer had issues with their device There have been no reports of online support being disabled but we will definitely look into this matter We contacted the consumer via email and phone to resolve this matter but we have received no response
Initial Business Response / [redacted] (1000, 5, 2015/12/29) */ We apologize for the issue the consumer experienced with their device Our records indicate the consumer has been refunded for the warranty and the claim has been processed for payout on 12/28/The consumer can expect to receive the refund and payout in 7-business in the form of a check
While we understand the consumer believes us to be providing misinformation, we have detailed records verifying our resultsThis includes tracking information from Fedex verifying the delivery of the item to the consumer from our repair center We would have no alternative resolutions to offer in this situation, and we apologize for any inconvenience
We are sorry for any issues the consumer had with their deviceAfter taking a closer look into the account we will be reimbursing the consumer for the cost of their device A consumer can purchase a warranty directly from SquareTrade on a brand new item purchased within the last days
Initial Business Response / [redacted] (1000, 5, 2016/01/21) */ We apologize for the issue the consumer experienced with their deviceA tracer has been filed with the shipping companyAt this point we are awaiting an updateFor the delay the consumer experienced we have refunded the warranty amount
We are sorry for any issue the consumer experienced with their device According to our records, the consumer initiated their claim on 1/29/SquareTrade sent out an email requesting the purchase receipt from the consumerWe show that no reply was received for that requestMarch we receive communication with the consumer requesting an update for their claim, we advised that the proof of purchase has not been received and is required to complete the claimThat same day we received a copy of the receipt and filed their claim for full reimbursementAt this point, the consumer's check is en route and will take around 7-days to arriveBeyond this, we would be unable to provide any additional assistance in connection with this warranty
Complaint: [redacted] I am rejecting this response because: I already sent this response before..I DID respond to Square Trade's request for additional information They called AND emailed and I send the requested info via email If for whatever reason they did not reason MY response to THEIR email, they need to contact me again!! This is ridiculous and sounds like evasion on Square Trade's part!!Sincerely, [redacted]
We are sorry for any issues the consumer had with their device.After reviewing the consumers account it appears two unsuccessful attempts have been made to send the payment out At this point in time we are going to mail the reimbursement via [redacted] or [redacted] and provide the consumer with the tracking information
Complaint: [redacted] I am rejecting this response because: The company has sent me several conflicting emailsI've received email surveys inquiring about my recent conversations with several people, and there were no contacts made prior to those emailsThe last phone conversation I had with one of their representatives the last week of June, I was told that they would be sending me the replacement amount for television, being the offered replacement was not comparable to the original televisionI agreed to accept the replacement amount, which they stated it was estimated at $1100, and my television's cost was $The next day, I received an email asking for me to send a receipt (which both myself and [redacted] has already provided), followed by another email survey about another conversation that NEVER occurred [redacted] management team has also communicated with Squaretrade in attempts to resolving this issue Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: they had many times including in [redacted] when I first filed for the warranty to look at the receipt and tell me if the warranty was covered or notActually they are obligated to look at he receipt right away and tell the consumer whether it is going to be coveredthey left in limbo while all the while I thought that warranty will be covered, if there is no claim they keep the money and if there is a claim they tell the consumer that their product was not covered, they win both ways, this is not any way to do business I have been a loyal customer for more than years and have given my friends many referrrals but I have to rethink my association with this companySincerely, [redacted] ***
We are sorry for any issues the consumer experienced with their device According to our records, the consumer's account seems to be linked with a second account with the same informationThis shows to have caused the confusion and errors with the contact number and informationWe have since processed the claim for reimbursement according to the proof of purchase providedWe appreciate the consumer for bringing this to our attention and hope the concern has been addressed
We are sorry for any issues the consumer had with their device.When an item is purchased from one of SquareTrades re-sellers consumers are encouraged to purchase their warranty directly from that re-sellerPurchases of SquareTrade's warranty direct when an item is purchased from a re-seller is valid but not encouraged The consumers warranty is valid and SquareTrade will process a claim for repair on the item
Initial Business Response / [redacted] (1000, 5, 2015/08/19) */ We are sorry the consumer had issues with the delivery of their device We did not have the phone in stock so we ordered a replacement phoneThere was a typographical error in the address and the phone was returnedWe have no answer as to why the consumer was not responded to in a reasonable amount of timeWe are addressing the issue of not getting back to the consumer and the long hold times We have reordered the phone and it is scheduled to be delivered on August We have refunded the deductible and the amount paid for the warranty up to this pointWe are in contact with the consumer and they are aware of what we are doing
From the BUSINESS: Sent 3/29/6:24:PM Read by [redacted] on 3/29/6:24:PM We apologize for any inconvenience that the consumer might have experienced during this process The consumer has to follow the procedures outlined in his warranty and call us to file a claimUnfortunately wecannot payout items at the request of a consumer until we have had our technicians run the item through a thorough diagnostic If the item is found to be beyond repair then the claim will be moved to a payoutFor this process to start though the customer must call in and file a claim with one of our associates as there is no other way we can address this issue We look forward to assisting the cusotmer withing the parameters of his warranty
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, [redacted]
Complaint: [redacted] I am rejecting this response because: Square Trade Warranty says under Section 15: BINDING ARBITRATION "Any controversy or claim arising out of or relating to this Protection Plan, or breach thereof, will be settled by binding arbitration in accordance with the Commercial Arbitration Rules of the American Arbitration AssociationUnder this Arbitration provision, We both give up the right to resolve any controversy or claim arising out of or relating to this Protection Plan by a judge and/or a juryPrior to filing any arbitration, We jointly agree to seek to resolve any dispute between us by mediation conducted by the AAA, with all mediator fees and expenses paid by UsIf You are successful in obtaining an arbitration award against us greater than $***, We agree to pay all arbitrator fees and expenses." In addition the Revdex.com (of which I own a business that is a Member - not related to this matter) provides that MEMBERS (which Square Trade Is) agree to ARBITRATIONI asked SQUARE TRADE for ARBITRATION under Section of the SQUARE TRADE WARRANTYTHEY DID NOT REPLY I feel I am entitled to ARBITRATION under BOTH the Square Trade Warranty and the Revdex.com rules as Square Trade is a member [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/12/14) */ We apologize for the issue the consumer experienced with their deviceOur records indicate on 12/6/a specialist emailed the consumer requesting an invoice for the windows re-installation from Staples in order to move forward with reimbursementAs of 12/14/we have not received the invoiceThe consumer has been contacted via email and by phone
Complaint: [redacted] I am rejecting this response because: the power supply is not an accessoryThe system DOES NOT work without itAgain if they are refusing to cover this I want the full amount I paid for the coverage backAlso again no where in the information that I received when I signed up for this coverage plan did it state this would not be coveredYou can say even go on Square Trades website and it doesn't state this when you look at the information on video game system coverageSo at the end of the day all Square Trade did was falsely advertise protection and steal my money.Sincerely, [redacted] ***
We apologize for any inconvenience that the consumer might have experienced during this processThe claim the consumer is referring to here is from 5/7/and the last time there was any communication between us and the consumer was on 5/8/This makes this claim almost years oldI also see the warranties the customer mentioned he had which were cancelled by him.I understand the consumer was frustrated in reference to the problem not being able to be replicated but this is a very important part of what we doWhen issues of this sort are addressed by local repair entities and the problem cannot be replicated it limits what we are able to do for our customers in terms of a resolution since there is not problem to be addressed.We do not have any records showing that the consumer wrote in to us or called us to express his frustrations in reference to his experience with his vacuum attempting to be repairedHad we been notified by the consumer of his concern I am sure that we could have tried to work out some other solution.Unfortunately it has been close to years since this incident occurred and the warranty has since been concludedGiven the current situation where the warranty has been concluded and the amount of time that has transpired since the claim we will not be able to assist the customer with his problem
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 would like to suggest to SquareTrade that they have to train the specialists and let them know about this policy as the person whom I talked to did not know about this.Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/10/16) */ We are sorry the consumer had issues with their device There have been no reports of online support being disabled but we will definitely look into this matter We contacted the consumer via email and phone to resolve this matter but we have received no response
Initial Business Response / [redacted] (1000, 5, 2015/12/29) */ We apologize for the issue the consumer experienced with their device Our records indicate the consumer has been refunded for the warranty and the claim has been processed for payout on 12/28/The consumer can expect to receive the refund and payout in 7-business in the form of a check