SquareTrade, Inc.

This company is a ripoff, have made at least a half dozen purchases, mostly from Amazon They have only one, want me to submit proof I purchased and document what insurance purchased for Now they say I should have submitted documentation when I purchase to them directly but no place does anything I have say that That is just a way to scam purchasers out of benefits if they have a loss, have never had one Don't waste your money

Initial Business Response /* (1000, 5, 2016/01/21) */
We apologize for the issue the consumer experienced with their deviceFor the 1st year the consumer is referred to the manufacturerPer the Terms & Conditions, "The Protection Plan is inclusive of any US manufacturer's warranty that may
exist during the Coverage TermIt does not replace the manufacturer's warranty, but provides certain additional benefits during the term of the manufacturer's warranty." For example the manufacturer does not cover Accidental Damage from Handling but for this warranty we cover doThe consumer requested to cancel the warranty & it was processed 1/15/The refund check should be received within 7-business days
Initial Consumer Rebuttal /* (3000, 7, 2016/01/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company was useless and I would advise any other consumer NOT to purchase their warrantyIt does nothing to help insure a product
Final Business Response /* (4000, 9, 2016/02/08) */
The consumer requested a refund for the warrantyIt has been processed and mailed to the consumerThe consumer has been contacted to confirm receipt of the refund check

Initial Business Response /* (1000, 5, 2014/04/16) */
Hi ***,
I am *** *** the Resolution Manager at SquareTrade
I am so sorry for the delay and hassle on this claimI'll make sure the rest of this goes smoothly for you
From checking into your claim, it looks like you've
already spoken to our TV claims manager and he's assured me that we'll be able to assign a Pro TV & Audio tech for your case
If you still have any issues with this, please contact the TV manager, or me at ***@squaretrade.com and I'll do my best to assist
Regards,
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2014/04/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although a manager with Square Trade finally did contact me directly and help coordinate a technician out to my home to repair my TV, the repairs did not fix the issue
I was informed by both Square Trade and the Pro TV & Audio technician that the 'buzzing' I am getting on white or bright screens with my panasonic plasma are due to 'screws coming loose' and that a 'screw kit' installation would resolve the buzzing
I've been in the hospital for a few days and after coming home the buzzing is still occurring even after the technician came outAt this point I assume another technician will be required to come out and investigate to see if this is a mainboard issue or something else because it is clearly not related to screws
I attempted to contact Square Trade on 4-at 730PM, I requested the manager's information and the rep I spoke with transferred me to another agent, rather than a managerI then (for a second time) asked to speak with the manager, this rep (***) stated that *** was the manager and that he would transfer me
I sat on hold for minutes before I hung up
I have now emailed ***, the respondent in this claim, and am awaiting a responseI consider this issue unresolved and will await the next response from Square Trade
Final Business Response /* (4000, 9, 2014/05/01) */
Hi ***,
Sorry for all the hassle on this
As we've discussed, lets go ahead and get you reimbursed instead of continuing repairs on thisI think this will expedite the resolution for you
***

Initial Business Response /* (1000, 5, 2015/03/31) */
We are sorry the consumer did not get concise answer
The warranty states the coverage term (Years) as well as the ending date (1/11/2015)
Because of the confusion that was caused by the numerous agents the consumer was told we are
processing a payout of the TV so the consumer can purchase a replacement

I took an extended warranty for Panasonic camera for years, at the end of year my camera had manufacturing problem, When I call Square Trade, they said manfacture defect cannot be covered, and denied the claim

Initial Business Response /* (1000, 5, 2015/04/27) */
We are sorry the consumer had issues with our system
There were no failures on the part of the consumerOur internal systems failed on billing the consumer
We are currently working on reinstating the consumer's warrantiesIn the
meantime we are processing a claim
We are in contact with the consumer to resolve these issues

Initial Business Response /* (1000, 5, 2015/08/26) */
We are sorry the consumer has an issue with their device
Our policy is to have the consumer fully paid out if the device is not repairableThe confirmation email that was sent to the consumer showed the incorrect priceWe are sending
the consumer the difference
We have contacted the consumer to let them know that we are sending additional funds

Initial Business Response /* (1000, 5, 2015/03/17) */
We are sorry we sent the consumer the incorrect device
We are in contact with the consumer to have the incorrect device returned so we can have the correct device shipped out to them
So there will not be any more delay for the
consumer we have assigned a resolution specialist to contact them and resolve this issue
Initial Consumer Rebuttal /* (3000, 7, 2015/03/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please send correct device with return label for incorrect to provide real customer service! It has been weeks and yet I have no ipad and no contact from squaretrade other than this response
Final Business Response /* (4000, 9, 2015/03/30) */
We are sorry the consumer had delays in receiving the proper item
The consumer has had the use of the replacement device as we are not requesting it back until we know we have the proper replacement in stockWe should get the replacement in stock shortly and will continue the process of getting the correct unit to the customer

Initial Business Response /* (1000, 5, 2014/04/03) */
Hi ***,
I am *** *** the Resolution Manager at SquareTrade
I apologize for the delay on this claimYou're right, given the time spent on this, we definitely should proceed with a reimbursement for you so you can buy another
TV instead
I'll have one of our agents proceed and send you more details about the reimbursement
Please let us know if you have any problems getting this reimbursement
Regards,
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2014/04/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I see the check, I will respond

Initial Business Response /* (1000, 5, 2015/07/01) */
We are sorry the consumer did receive the payment as promised
We do not know why the payment was delayedWe have processed a check to be sent and according to the tracking number the check was delivered July
Initial
Consumer Rebuttal /* (2000, 7, 2015/07/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Received the paymentThank you

Initial Business Response /* (1000, 5, 2015/02/10) */
We are sorry the consumer is having issues with their item
Upon further review we believe we have found the warrantyIt is in an account under the consumer's son's nameWe have added the consumer to this account as an authorized
person and have contacted them to let them know they can file a claim
Initial Consumer Rebuttal /* (3000, 11, 2015/03/09) */
I was unable to wait on square trade to honor the warrantyI made attempts to get them to tell me any way to get the broken phone fixed, and each time I contacted them I did what they told me to do and got no closer to getting the phone repairedSam's club gave me the option to get a refund on the warranty and get a new phoneThis was a better option for me because I did not feel square trade was going to do anything to fix the phoneI don't know what the reason for square trades inability to assist mepossibly a language barrier because I was never sure that they understood what phone I was calling aboutI no longer have the phone that I was trying to get repaired so the matter is resolved but not because square trade honored the warrantyThanks *** ***
Final Business Response /* (4000, 13, 2015/03/17) */
We are sorry we sent the consumer issues in filing a claim
To protect our consumers we have certain procedures in place as security measuresWe were not able to find the warranty the consumer was referring to based on the information that was given to us
We regret that we were not able to resolve the consumer's issues to their satisfactionWe do see that the consumer has additional warranties so we hope we can continue our relationship with the consumer and prove in the future that we can provide the service they require

We apologize to the consumer on the confusion of the warrantyWarranties purchased on SquareTrade.com are only eligible for new products as stated on our websiteAlso per our Terms and Conditions, the consumer is responsible for purchasing the correct SquareTrade Protection Plan for the
Product based on condition, price or purchase locationThe consumer has been notified and had cancel the warranty

Initial Business Response /* (1000, 5, 2015/12/02) */
We apologize for the issue the consumer experiencedAs stated in the Terms & Conditions, the protection plan is inclusive of any manufacturer's warranty that may exist during the Coverage TermIt does not replace the manufacturer's
warranty, but provides certain additional benefits during the term of the manufacturer's warranty
The SquareTrade protection plan also covers wear & tear on the device, blockages and coverage of your device world-wideThese benefits are not apart of the manufacturer warranty however if the consumer does not find the SquareTrade warranty beneficial he is able to cancel and receive a full refundThe consumer has been sent a copy of the Terms & Conditions to ensure he has a clear understanding of his purchase

We are sorry for any issue the consumer experienced with their device
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As the consumer stated they had purchased a 3-year warranty on ***Unfortunately, this warranty expired on ***, and we are unable to provide service on a product nearly a year after its expiration date

We purchased a year extended warranty for our new Sharp Aquous 70" TV in December that would provide warranty coverage through December Recently the panel on the TV went out and we submitted a claim to Square Trade they denied coverage without the receipt for the purchase of the warrantyThe warranty was purchased online on their website and we provided the warranty that was printed off of the website when it was purchased and provided them with the policy number as well as the documentation that congratulated us on the purchase of the warranty from Square TradeThey are still denying to provide the warranty coverage we paid forWe have sought out legal representation and plan to pursue legal action for "bad faith" and failure to honor a legal and binding contractual obligation

Initial Business Response /* (1000, 6, 2014/06/30) */
Hi ***,
I am *** ***, the Resolution Manager at SquareTrade
Please accept my apologies on this repairI've checked with our depot and have been told that there was no damage incurred during repair
But I understand
that obviously, something did happen to your unitI'll have a senior laptop agent contact you to get this squared away for you
Please give us a bit of time to contact and resolve your case
Regards,
*** ***
Initial Consumer Rebuttal /* (3000, 8, 2014/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Jordan Low from Squaretrade made contact with me on 6/30/During that call, we discussed a possible resolution (Squaretrade reimbursing me for the price of my Ultrabook)At the end of our call, he asked me to e-mail him a picture of the damage to ***@squaretrade.com which I did on the same dayOn 7/3/2014, I contacted Jordan and he told me that he had given me the wrong address to send the picture to and asked me to resend it to the correct address (***@squaretrade.com) which I did on the same dayI have attempted to contact Jordan on 7/8/and 7/9/and left messages, however he has not returned my calls
Final Business Response /* (4000, 10, 2014/07/14) */
Hi ***,
I am sorry for the delayJordan was out due to a personal issueI'll have an agent contact you to resolve this asap
Regards,
***

Initial Business Response /* (1000, 5, 2014/04/09) */
Hi ***,
I am *** *** the Resolution Manager at SquareTradeI'm sorry for the problem you're having, but this is not a SquareTrade issue
You are dealing with Square, the credit processing company, not SquareTradeSquareTrade
provides warranties for consumer electronics
You can reach Square at www.square.comI hope you have luck in resolving your payment issue
Regards,
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2014/04/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)

We have had and paid for square trade insurance for years, and in the one instance when we had a damaged phone, the experience was more than disappointing! We were treated like a nuisance and the unprofessional and incompetent manner in which they attempted to resolve the claim was completely unreasonableIt is shocking to me that they remain in business if this is customary for their operations!
Registering and placing the claim online took days, and I was unable to get a response from the companyI had to make numerous follow up calls and be placed on hold for nearly 1/hour each time to try to talk to someoneAfter days, they finally indicated the claim was filed, but that an identical replacement was not available, so a comparable phone would be providedI was charged the $deductible, tracking information was subsequently provided with a note to keep the back and battery of current phoneWell, if you are providing a different phone, you can't use the same battery and back, so I emailed and called againReplacement phone received without battery or back, so it was uselessAfter having to call a wait again, the ordered a back and battery and I was told I would receive that tracking info, but never got itAfter over a week of unreturned emails, I had to call and wait an exorbitant amount of time again to be told that they have to order it! WHAT? First, you send a non functional phone, then you haven't even attempted to correct this!!!! I am still on hold while they attempt to get me a tracking number for a back, battery and sim card so I may be able to have a functioning phone within the next month or so I at least hopeThis is absurd and I will promptly be finding another manner in which to insure our devices!!!!!

Initial Business Response /* (1000, 5, 2015/11/30) */
We apologize the consumer had issues with their deviceThe consumer has been contacted via email & by phoneWe are currently awaiting a response to move forward with an appropriate resolution
Initial Consumer Rebuttal /*
(2000, 13, 2015/12/23) */
Please disregard today's previous update and request to reopenI contacted their regular customer service number and resolved it with a garden variety CS repI'm glad they have someone designated to manage Revdex.com claiimsThank you Revdex.com and *** holidays~ *** ***

Initial Business Response /* (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
overnightAccording 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 /* (2000, 7, 2015/09/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)