Initial Business Response / [redacted] (1000, 6, 2016/01/12) */ We apologize for the issue the consumer experiencedOur records indicate the consumer reimbursement has been processed and the claim is resolved Initial Consumer Rebuttal / [redacted] (2000, 8, 2016/01/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) While we did finally receive reimbursement for our claim, a month later, several phone calls and wasted time later, and for $, not the $as we were told the claim is resolvedI will never purchase a warranty from suare trade again or recommend them to others
Initial Business Response / [redacted] (1000, 5, 2015/11/11) */ We apologize the consumer has issues with their deviceThe consumer has been contacted and their complaint resolved
Initial Business Response / [redacted] (1000, 5, 2016/03/21) */ We apologize for the issue the consumer experienced with their device Our records indicate That we did receive the invoice an a check was processed on 3/
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 have already given Square Trade my home address of [redacted] **, [redacted] , [redacted] ***Sincerely, [redacted]
I have not received a check in the mail yet and I will not consider this matter closed until I have received one, as I have been promised I would receive my money over times alreadyTherefore, I am rejecting this so that the matter does not automatically become resolvedComplaint: [redacted] I am rejecting this response because:Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: This repsonse does not address the issue that the contract was violated when Squaretrade failed to provide me with a replacement phone that was in usable conditionA correctly refurbished phone should not have stopped working just weeks after being receivedSquaretrade is in breach of contract for their failure to properly replace my phoneSincerely, [redacted]
As previously stated, since the warranty purchased by the consumer did not include ADH coverage, we would be unable to assistThe warranty has been canceled and a full warranty refund processed
We are sorry for any issues the consumer had with their deviceOn the SquareTrade warranty offering page on [redacted] under the things to know section it states, "SquareTrade Protection Plans are only valid for new products purchased at [redacted] within the last days." Since the consumers item was not purchased form [redacted] and the warranty was we are not able to provide coverage at this time
We are sorry the consumer had issues with their device.Without the consumer letting us know when the item was purchased we would not be able to find the date of the item’s purchaseThe consumer would send us the receipt of purchase and we could verify using that document that the warranty was purchased within the purchase windowAs SquareTrade does not offer renewals of warranties there is no process in place to verify the purchase date of the item being warrantied based on a previous warrantyWe are sorry but there is nothing we can do for the consumer at this point
Initial Business Response / [redacted] (1000, 5, 2015/09/16) */ We are sorry the consumer had issues with receiving their reimbursement We do not know why the payment was delayedEverything was processed correctlyOnce we found that the check was not sent we processed a check to be shipped overnight According to the tracking number the check was delivered on September We are addressing the issue with extensions not being able to be called once the consumer calls into our numberWe have opened a trouble ticket with our IT department Because of the inconvenience the consumer experienced in this claim we are going to offer a refund to the consumer for the deductible paid at the time the claim was filedWe have contacted the consumer to make them aware of what we intend to do Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/17) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/11/05) */ We are sorry the consumer had issues with their device At this time their device is being repaired and it should ship within the next couple of business days The repaired device comes with rework period so even if the consumer's warranty ends she can still move forward with filing a claim We are in contact with the consumer to ensure her repair is satisfactory
Complaint: [redacted] I am rejecting this response because:I had to call [redacted] and threaten to take them to court with Square trade if something was not done [redacted] got on the phone with them to try to resolve the problem The copies I sent on the [redacted] of [redacted] were delivered to their desk on the [redacted] at 2:according to tracking I contacted them again the following [redacted] at about [redacted] p.mand was told that they had received nothing After [redacted] got involved they suddenly found the copies I was contacted later that afternoon by S.Trep to tell me that they had been in contact with their tech repand this was an easy fix for a common problem and they were going to reboot my computer for me The rep left the line again and when he returned he said they would be sending me a box to put the computer in I said I thought you were going to reboot it from there Oh, no, he said it can't be fixed like that it had to come in for repairs The box arrived but when my husband and I tried to pack the computer in the box it was two inches too short I got on the chat line and asked what to do and Sam said put it in another box I don't have another box and I don't want to be responsible if the box I chose caused damage to the computer I decided to call [redacted] back, she contacted them and told me to use that box So I have removed all of the foam needed to fit it in the box although I don't think that is the way it is supposed to be done Also, I was to receive a form to complete with case number and other information and that was not in the box I got on the chat space and spoke with [redacted] who said I would receive the form within the next 2*-*hours Still sitting with broken computerSincerely,June Moore
Initial Business Response / [redacted] (1000, 5, 2016/01/22) */ We apologize for the issue the consumer experienced with their deviceWe have sent the consumer a brand new replacement phone and it was received yesterdayThe consumer confirmed the claim has been resolved to their satisfaction
Complaint: [redacted] I am rejecting this response because: I felt as though I was forced into taking a cash pay outthis is something I do not want I want a replacment phoneI have been around and around with this buisness and everything in there brochure is this has been nothing but a hasselthey say hassel free and this has been more than a hassel I have spent countless hours on the phone transfered back and fourththe only phone they will offer me is a phone that is to years older than the one I have and am still paying forThe pay out they want to give me isn't going to cover all the charges and fees plus gas and wear a tear on my vehicle to go find a new phone because I live in a rual area with very little aroundThis buisness has not tried to compensate for any and everything we have been throughI have had to keep my wife's phone from her so I can make phone calls texts and emails to try and get some kind of a resolutionThis is not acceptable my wife drives and hour to work and an hour home everyday and delivers mail driving all day so now she is without a phone if and accident or break down happens she has no way to get helpI have been without my phone for about days now also paying for a service I am not able to useI have paid for the protection plan and the deductible and have yet to receive anythingBuyers Be Ware!!!!! advertisement!!! By the time I get a new phone ill be without service for a month that I have had to pay for.Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: They sent me a return box and I mailed it away to TX Received the computer back and it's just like it was when I sent it out - no power and now the screen is cracked If possible, please note that when I signed up for Square Trade years ago, they advertised a no-questions asked, guarantee that the computer would be fixed or the cost refunded Now, it's way different It's going on two weeks now and there's lots of confusion Sincerely, [redacted]
Complaint: [redacted] I have not received any response to my latest update on the case from SquareTradeI don't consider this issue resolved Thank you for your follow up, [redacted]
We are sorry the consumer had issues with receiving their reimbursement The reason for the delay was that our system had the incorrect email address listedWe have corrected the email address and the consumer has received the gift card code
We apologize for any delays experienced, once a request for refund is initiated it can take 24-hours for it to be processedDepending on the banking institute it may take an additional 7-days for the funds to be reimbursedAccording to our records, the reimbursement was processed [redacted] , back through the original payment method usedWe appreciate the consumer patience
Initial Business Response / [redacted] (1000, 5, 2015/12/17) */ We apologize for the issue the consumer experiencedOur Assurance team determined that the item was misrepresentedBased on the Terms & Conditions we do not cover items that are fraudulently described or misrepresented The consumer's warranty has been cancelled & refunded
We apologize for any confusion regarding the shipment of the boxWe show that the missing paperwork was sent out and the consumer shipped the device in for repairsWe are currently awaiting the device at our repair depotWe will be working with the consumer during this time to keep them updated on the status, we have deemed this case as resolved
Initial Business Response / [redacted] (1000, 6, 2016/01/12) */ We apologize for the issue the consumer experiencedOur records indicate the consumer reimbursement has been processed and the claim is resolved Initial Consumer Rebuttal / [redacted] (2000, 8, 2016/01/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) While we did finally receive reimbursement for our claim, a month later, several phone calls and wasted time later, and for $, not the $as we were told the claim is resolvedI will never purchase a warranty from suare trade again or recommend them to others
Initial Business Response / [redacted] (1000, 5, 2015/11/11) */ We apologize the consumer has issues with their deviceThe consumer has been contacted and their complaint resolved
Initial Business Response / [redacted] (1000, 5, 2016/03/21) */ We apologize for the issue the consumer experienced with their device Our records indicate That we did receive the invoice an a check was processed on 3/
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 have already given Square Trade my home address of [redacted] **, [redacted] , [redacted] ***Sincerely, [redacted]
I have not received a check in the mail yet and I will not consider this matter closed until I have received one, as I have been promised I would receive my money over times alreadyTherefore, I am rejecting this so that the matter does not automatically become resolvedComplaint: [redacted] I am rejecting this response because:Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: This repsonse does not address the issue that the contract was violated when Squaretrade failed to provide me with a replacement phone that was in usable conditionA correctly refurbished phone should not have stopped working just weeks after being receivedSquaretrade is in breach of contract for their failure to properly replace my phoneSincerely, [redacted]
As previously stated, since the warranty purchased by the consumer did not include ADH coverage, we would be unable to assistThe warranty has been canceled and a full warranty refund processed
We are sorry for any issues the consumer had with their deviceOn the SquareTrade warranty offering page on [redacted] under the things to know section it states, "SquareTrade Protection Plans are only valid for new products purchased at [redacted] within the last days." Since the consumers item was not purchased form [redacted] and the warranty was we are not able to provide coverage at this time
We are sorry the consumer had issues with their device.Without the consumer letting us know when the item was purchased we would not be able to find the date of the item’s purchaseThe consumer would send us the receipt of purchase and we could verify using that document that the warranty was purchased within the purchase windowAs SquareTrade does not offer renewals of warranties there is no process in place to verify the purchase date of the item being warrantied based on a previous warrantyWe are sorry but there is nothing we can do for the consumer at this point
Initial Business Response / [redacted] (1000, 5, 2015/09/16) */ We are sorry the consumer had issues with receiving their reimbursement We do not know why the payment was delayedEverything was processed correctlyOnce we found that the check was not sent we processed a check to be shipped overnight According to the tracking number the check was delivered on September We are addressing the issue with extensions not being able to be called once the consumer calls into our numberWe have opened a trouble ticket with our IT department Because of the inconvenience the consumer experienced in this claim we are going to offer a refund to the consumer for the deductible paid at the time the claim was filedWe have contacted the consumer to make them aware of what we intend to do Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/17) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/11/05) */ We are sorry the consumer had issues with their device At this time their device is being repaired and it should ship within the next couple of business days The repaired device comes with rework period so even if the consumer's warranty ends she can still move forward with filing a claim We are in contact with the consumer to ensure her repair is satisfactory
Complaint: [redacted] I am rejecting this response because:I had to call [redacted] and threaten to take them to court with Square trade if something was not done [redacted] got on the phone with them to try to resolve the problem The copies I sent on the [redacted] of [redacted] were delivered to their desk on the [redacted] at 2:according to tracking I contacted them again the following [redacted] at about [redacted] p.mand was told that they had received nothing After [redacted] got involved they suddenly found the copies I was contacted later that afternoon by S.Trep to tell me that they had been in contact with their tech repand this was an easy fix for a common problem and they were going to reboot my computer for me The rep left the line again and when he returned he said they would be sending me a box to put the computer in I said I thought you were going to reboot it from there Oh, no, he said it can't be fixed like that it had to come in for repairs The box arrived but when my husband and I tried to pack the computer in the box it was two inches too short I got on the chat line and asked what to do and Sam said put it in another box I don't have another box and I don't want to be responsible if the box I chose caused damage to the computer I decided to call [redacted] back, she contacted them and told me to use that box So I have removed all of the foam needed to fit it in the box although I don't think that is the way it is supposed to be done Also, I was to receive a form to complete with case number and other information and that was not in the box I got on the chat space and spoke with [redacted] who said I would receive the form within the next 2*-*hours Still sitting with broken computerSincerely,June Moore
Initial Business Response / [redacted] (1000, 5, 2016/01/22) */ We apologize for the issue the consumer experienced with their deviceWe have sent the consumer a brand new replacement phone and it was received yesterdayThe consumer confirmed the claim has been resolved to their satisfaction
Complaint: [redacted] I am rejecting this response because: I felt as though I was forced into taking a cash pay outthis is something I do not want I want a replacment phoneI have been around and around with this buisness and everything in there brochure is this has been nothing but a hasselthey say hassel free and this has been more than a hassel I have spent countless hours on the phone transfered back and fourththe only phone they will offer me is a phone that is to years older than the one I have and am still paying forThe pay out they want to give me isn't going to cover all the charges and fees plus gas and wear a tear on my vehicle to go find a new phone because I live in a rual area with very little aroundThis buisness has not tried to compensate for any and everything we have been throughI have had to keep my wife's phone from her so I can make phone calls texts and emails to try and get some kind of a resolutionThis is not acceptable my wife drives and hour to work and an hour home everyday and delivers mail driving all day so now she is without a phone if and accident or break down happens she has no way to get helpI have been without my phone for about days now also paying for a service I am not able to useI have paid for the protection plan and the deductible and have yet to receive anythingBuyers Be Ware!!!!! advertisement!!! By the time I get a new phone ill be without service for a month that I have had to pay for.Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: They sent me a return box and I mailed it away to TX Received the computer back and it's just like it was when I sent it out - no power and now the screen is cracked If possible, please note that when I signed up for Square Trade years ago, they advertised a no-questions asked, guarantee that the computer would be fixed or the cost refunded Now, it's way different It's going on two weeks now and there's lots of confusion Sincerely, [redacted]
Complaint: [redacted] I have not received any response to my latest update on the case from SquareTradeI don't consider this issue resolved Thank you for your follow up, [redacted]
We are sorry the consumer had issues with receiving their reimbursement The reason for the delay was that our system had the incorrect email address listedWe have corrected the email address and the consumer has received the gift card code
We apologize for any delays experienced, once a request for refund is initiated it can take 24-hours for it to be processedDepending on the banking institute it may take an additional 7-days for the funds to be reimbursedAccording to our records, the reimbursement was processed [redacted] , back through the original payment method usedWe appreciate the consumer patience
Initial Business Response / [redacted] (1000, 5, 2015/12/17) */ We apologize for the issue the consumer experiencedOur Assurance team determined that the item was misrepresentedBased on the Terms & Conditions we do not cover items that are fraudulently described or misrepresented The consumer's warranty has been cancelled & refunded
We apologize for any confusion regarding the shipment of the boxWe show that the missing paperwork was sent out and the consumer shipped the device in for repairsWe are currently awaiting the device at our repair depotWe will be working with the consumer during this time to keep them updated on the status, we have deemed this case as resolved