SquareTrade, Inc.

Initial Business Response /* (1000, 8, 2014/10/02) */
We are sorry the customer had an accident that resulted in a broken screenAs is stated in the Terms and Conditions the warranty only covers accidents if the warranty was purchased with that coverageUnfortunately this warranty does not
have that coverageWe will offer the customer a full refund on the warranty price since the warranty does not have the coverage he wanted
Initial Consumer Rebuttal /* (2000, 10, 2014/10/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A refund of the amount we paid for the plan is fine--our original bill notes $was applied for the warranteeIf there was a way the full terms of the warrantee could be accessed prior to purchase it would have greatly helped to avoid this type of situation in the futureThank you
Consumer Response /* (-5, 13, 2014/11/04) */
It has been a month since I had stated a refund of the $purchase price of the warrantee was adequate--to date I have not received any payment or correspondence from Square TradeWhen will they do what they said they would to resolve this matter?
Consumer Response /* (3000, 15, 2014/11/04) */
It has been a month since I had stated a refund of the $purchase price of the warrantee was adequate--to date I have not received any payment or correspondence from Square TradeWhen will they do what they said they would to resolve this matter?
Business Response /* (4000, 17, 2014/11/05) */
The refund of the warranty was not processed properly, through no fault of the consumerWe will process the refund and move to expedite the payment

We are sorry that the consumer had issues filing their claim.We are sorry that the representative misspoke and told the consumer to bring it back to the store to repairSince this item is only months old the consumer is still covered within the manufacturer's warrantyWe do recommend
that the consumer gets in contact with the manufacturer to discuss repair options as it will not affects their warranty amountWhen the consumer does file a claim during the extended warranty time period we will cover the expenses of parts and labor or a replacement up to the coverage amountOnce again we apologize for the wrong information given

Initial Business Response /* (1000, 5, 2015/06/02) */
We are sorry the consumer had issues with their device
When a device is purchased under a certain reseller the warranties that are available can only be sold on that resellerOur website has in the past prevented the consumer from
purchasing a warranty directly from us when the device was purchase from the retailer the consumer usedThose safeguards are no longer in placeBased on the failure of our website we will make an exception and process a claim for the consumer
We would not repair a TV based on the price range of the TVIn our experience we know that we would not be able to repair the TV for less than what the TV was purchasedFor that reason we will reimburse the consumer the price they paid for the TV
We are in contact with the consumer to see what method they would like to receive the reimbursement
Initial Consumer Rebuttal /* (2000, 7, 2015/06/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Squaretrade was prompt with their response and offered me the exact solution I had asked forI am more than *** with the handling of this situation!

Initial Business Response /* (1000, 5, 2015/09/29) */
Hi ***,
>
> Recently, you had an unsatisfactory experience with SquareTradeWe'd like
> to apologize
>
>
> I found out from our accounting department that the Paypal credit that was
> scheduled for Friday did not occurThey
will process those credits
> tomorrow
>
>
> Because of the continued delay and the incorrect information you were
> given we would like to give you a full refund on the warrantyI have
> processed a check that will be sent overnight tomorrow and you should
> receive on WednesdayIf you do not receive the check on Wednesday please
> let me know
>
>
> If you have any additional questions you can reply to this email or call
> meIf you reach my voice mail, please leave your name, the ticket number
> written in the subject of this email, and the best number to reach you
>
> Sincerely,
> *** C
> The SquareTrade Team
Initial Consumer Rebuttal /* (3000, 7, 2015/09/29) */
Thank you so much for your assistance ***I will look for the check to
arrive no later than Wednesday and if I run into any additional problems I
will reach out
Thanks so much
***
Final Consumer Response /* (2000, 10, 2015/09/30) */
Hello,
I was able to get my issue resolved thankfully! I checked the Revdex.com website and under Square trade there was another number for the customer complain lineI spoke to a gentleman who was extremely helpful and resolved my issue immediatelyThank you so much for assisting me with this issue

Initial Business Response /* (1000, 5, 2015/07/22) */
We are sorry the consumer had a problem with their TV
The reason there had been a delay is that we had been requesting a photo of the full TVThe consumer is just sending us a photo of the issueOnce we received the photo of the full
TV we were able to process a claim and are getting the consumer a replacement TV
Although our Terms and Conditions state that we can replace a device with a "new or refurbished product of equal features and functionality"We are making an exception in this case and are replacing the consumer's TV with a model which is considered an upgradeWe are waiting for the consumer to confirm that the replacement TV is acceptable

Initial Business Response /* (1000, 5, 2014/04/16) */
Hi ***,
I am *** ***, the Resolution Manager at SquareTradeI am sorry for the confusion
We do not offer years of coverage for this category of itemsIf a representative had advised you of this, that is incorrectI'll
ask a manager to speak with him about this
Our warranty is for three years of coverage, inclusive of the manufacturer's warrantySo, the email you received is correctIf you are a Plus member with Sams Club, we will extend that years for an extra year as a premium service for Plus membersThat is the year option you are referring to from the brochure
The brochure has a graphic that breaks this down nicelyI've attached a copy of the brochure for verification
The information sent to us by Sams does not indicate that you are a Plus member, so the 4th year was not includedIf this is incorrect, please send me a copy of your receipt to ***@squaretrade.com and I'll verify and update your account as needed
Thanks,
*** ***
Initial Consumer Rebuttal /* (3000, 8, 2014/04/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The problem is not resolvedSquare Trade has not corrected my policy end dateThe receipt Mr*** has already been referenced in the original complaintI am still, and was a Sam's Club plus member when the policy was purchased
Notwithstanding the foregoing, I have, by email, sent Mr*** a scanned copy of my receipt
Final Business Response /* (4000, 21, 2014/06/17) */
Hi ***,
Again, you are speaking about two different types of coverageWe can not simply change the terms on the contract you bought just because you think you are owed this
I can not send you the contract to which I'm refering, that is between SquareTrade and our insurance companyBut that is besides the point, you were offered the three year coverage with an extra year from your Plus membership, there was no year offered to you
Regards,
***
Final Consumer Response /* (3000, 14, 2014/04/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't know if Sam's Club offers a year or not
At purchase, I asked them for a year(+yr as a plus member) warranty and they told me it was no longer offeredI accepted this as true
I do know that, acting as your agent, Sam's Club represented the SquareTrade warranty I purchased would be years in total on my refrigerator
Additionally, you state "I am not able to offer years." but SquareTrade DOES offer a yr on your website at this URL:
http://www.squaretrade.com/refrigerator-warranty
I expect you will correct my warranty end date to 04/10/
You may also want to contact Sams Club to work out any corrections, or communication problems you have with them representing your offerings

Initial Business Response /* (1000, 5, 2014/12/10) */
We are sorry the consumer had the bad experience they had in getting a direct response to their questionsWe have since sent an email directed to them explaining our policy
Initial Consumer Rebuttal /* (3000, 7, 2014/12/15)
*/
(The consumer indicated he/she DID NOT accept the response from the business.)
We do not in any way consider this resolved and have not received any email from Square Trade addressed to Cmdr *** ***Square trade cotinues to treat this as a letter and or request from my daughter dealing with her phone when it is in fact many letters from me dealing with an entirely different issue and phoneAs note din original complaint they obviously do not read our letters or yours!!
Final Business Response /* (4000, 9, 2014/12/22) */
We are in communications with the consumer to resolve the issue he had with SquareTrade not answering his simple question

Initial Business Response /* (1000, 5, 2015/11/10) */
We apologize the consumer had issues with their device
The consumer has sent the affidavit and the claim has been resolved via payout
Initial Consumer Rebuttal /* (2000, 7, 2015/11/16) */
(The consumer indicated he/she
ACCEPTED the response from the business.)
We received our b payment but lost our ability to replace and warrant which was what we originally wantedThey couldn't offer thatStill do not know why that is when we had another tablet and we're able to do soVery por customer responsivenessConsumer beware

Initial Business Response /* (1000, 8, 2014/09/04) */
Hi ***,
I am *** ***, the Resolution Manager at SquareTrade
I am sorry for the delay on this repairIt looks like the delay was caused by a parts availability issueWe had to proceed with a reimbursement since we were
unable to source the part in a timely mannerI apologize for the delay this caused
SquareTrade works on a limit of liability; since we had a previous repair done on your laptop, the cost of that was deducted from your coverage amountThis affects the final reimbursement on your computer
But due to the delay on this, I will authorize another payment to make you completely whole on this claimPlease give me a few days to get that check to you
Regards,
***
Initial Consumer Rebuttal /* (2000, 10, 2014/09/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company had sent me a refund for $and an additional $for refunding me for the Square Trade warrantyI would not have accepted the offer, except that the laptop I had was now sold for less so I could order the same laptop for the price they refunded meI am satisfied with the offer made but still dissatisfied with the company as a wholeI have lost all trust in anyone I speak to with Square Trade, I will not continue service there nor will I EVER recommend it to anyone

Initial Business Response /* (1000, 5, 2014/10/01) */
We are sorry the customer had this experienceIt is our policy to have items repaired, however our depots cannot repair all manufacturersAs per our Terms and Conditions if our depots cannot repair the unit based on the manufacturer we
would, as we do in all claims, offer local repairIf that is not possible then we would offer a payout based on the purchase price of the unitTerms and Conditions also require a proof of purchase of the item which the customer has yet to provide
Initial Consumer Rebuttal /* (3000, 7, 2014/10/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Are they making me an agent for them to find a local shop to do service, if so how would payment be aranged? how much is too much in repair cost? Do I have to pay for repair and then expect Square trade to reimburse me? if so how long will that take and do they prorate according to how long contract has been in effect? How many miles is considered local? This was an electronic payment through ebay and I already have email correspondence suggesting that they do have a copy of my receiptHow do I send this proof to youat the Revdex.comIn closing I would like to say that this has completely soured me on the plausibility of online warranty services as they are unreliable at best Also If you go to Ebay and look at Parasound amplifiers Square trade offers a warrant on these ampsright in the purchase bid screen, which would seem to indicate that they cover this brandI encourage you at Revdex.com to confirm this and ask yourself is this not at the very least misrepresentation if not down right fraud?
Final Consumer Response /* (2000, 11, 2014/10/14) */
Square Trade has contacted me and resolved my caseThey acted in a professional manner showing concern that my interaction with them at first, was handled in the manner that it wasThey determined that my item could not be fixed and are sending me a refund check in the mail.I haven't received refund yet but going to exercise a leap of faith and release my complaint against Square TradeThank you

Initial Business Response /* (1000, 6, 2015/06/22) */
We are sorry the consumer had issues with their devices
As per our Terms and Conditions "Once we receive your item, we'll repair it within days and then ship it back to you." Due to possible delays in shipping, that we have no control
over, we cannot guarantee shipping times only repair time
The monthly payments would continue until the warranty has been paid offIt is not a month to month coverage plan but a month to month payment for a warranty that runs for years
The delay in claim approval was due to a new procedure in processing claims
Due to the poor response the customer has experienced we *** reimburse them the deductible they have already paid on both claimsWe have emailed the customer to let them know what we are doing for these claims

Initial Business Response /* (1000, 5, 2015/03/16) */
We are sorry the consumer had issues with their TV
Our Terms and Conditions state that we do not cover cracked screensThe evidence from the pictures provided by the consumer clearly shows there are cracks on the internal screenWe
have no idea of how the cracks were causedIt is obvious by the consumer's description that there was no accident such as a drop or something crashing into the screenNonetheless the screen is cracked internally and the warranty does not cover damaged screensWe did communicate that to the consumer in our first response to the claim
We apologize for not having our specialists reply to the emails that the consumer sentWe are addressing this issue with our specialist and proving training so this lack of response does not happen in the future
If the issue was covered under the Terms and Conditions we would either have the device repaired or pay out the claim
Initial Consumer Rebuttal /* (3000, 8, 2015/03/20) */
nobody stated the screen was cracked sqauretrade assumed that based on the photos sent.we have tried to work with them but when asked for a response they keep shoving it under the rug with bogus employee training tactics all so the can rack up money and never pay for legitimate claimswe have stated there's lines in the tv which can be caused by numerous power surges, dust, and other failuresthe screen is an lg screen produced in china which have many issues and also inside the unit it is full of dust which most likely lead up to the failure overtimeim willing to provide images showing the dust from inside the unit and how square trade again doesn't not want to comply with their terms and conditions including in their advertisement which clearly states all mechanical and electrical failures from use, power supply burnout, screen failure including dead pixels, lines on your screen, discoloration, or dim screens that make your tv unusable, speaker/sound failure or broken buttonsthis all shows especially by square trades response email how again they committed advertisement to consumers, failure acknowledge responsibility and totally against their hassle free commentsim willing to provide their extended warranty brochure and once again this company is making it very difficult to settle when all were asking for is the return cost of the plan and also a check for time and aggravation of dealing with complete nonsense and having to go and lay out money for a new tv out of pocket
Final Consumer Response /* (3000, 12, 2015/04/10) */
I received a response today April 1st, XXXX X more than weeks after filing my initial claim with SquaretradeMy son responded with an e-mail recently as he was very upset being that the TV was in his roomThe response from Squaretrade today by telephone was that they will send out a technician to look at the TVWell, after so much time had passed ** threw the set in the garbage and replaced it for anotherI don't know about other families but being without a TV set for over weeks while the warranty company sits on their hands trying to get out of honoring a warranty is not an answer for meThey should have stepped up in the beginning and offered to send out a technician like the warranty statesThat would have been the right thing to do
If Squaretrade would like to reimburse me for the full price of the warranty as stated I will be *** to accept the meager $to help compensate for my new purchase
Final Business Response /* (4000, 14, 2015/04/20) */
We are sorry the consumer had these issues
As the consumer did state in his rebuttal an attempt was made to have a technician review the consumer's issue
We will refund the price of the warrantyA check will be processed and the consumer should have the check in - business days

Initial Business Response /* (1000, 5, 2015/12/21) */
We apologize for the issue the consumer experienced with their devicePer 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 warrantyThe consumer's claim has been approved for repairDue to the consumer's experience the warranty has been refunded
Complaint Response Date bumped because: Holiday

I sent an iPhone back with their label that they sent to the wrong place but they did receive they charged my credit card 350$ and when I called for a refund each time for over year they put me on hold for over hour and each time time a person would come on they would give me a different story I still don't have a refund they have their phone and my moneyHorrible to deal with go elsewhere

Initial Business Response /* (1000, 8, 2015/02/18) */
We are sorry the consumer had such a delay in the payment
We processed a check to be sent overnight and according to the tracking number, the check was delivered on 2/

Initial Business Response /* (1000, 5, 2016/01/13) */
We apologize for the issue the consumer experiencedPer Terms & Conditions, If You cancel after the first thirty (30) days from purchase of this Service Agreement, You will receive a pro rata refund based on the time remaining on Your
Service Agreement
Since this is a special circumstance, we have refunded the consumer for the full amount of the warranty

Initial Business Response /* (1000, 5, 2014/08/05) */
Hi ***,
I am *** ***, the Resolution Manager at SquareTrade
I am sorry for the confusion here, but the broken hinge would be considered physical damageYour warranty with SquareTrade covers your laptop against electric or
mechanical defects that occur under usageThat's why we're not able to cover your repair
I'll be happy to get you a full refund on your warranty cost since we're unable to accept this claim
Please give me about business days to get a check sent to you
Regards,
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2014/08/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Do you have my proper address to send it to and the cost I paid? Thank you

Initial Business Response /* (1000, 8, 2014/09/04) */
Hi ***,
I am *** ***, the Resolution Manager at SquareTrade
I am sorry for the defective replacement you've receivedI'll have a senior agent contact you right away to work out a good resolution for you
I'll also get you
those refunds you've requestedThe deductible will go back to the card that was chargeThe $for the warranty will be refunded by check
Please give us a bit to contact you to arrange for a suitable resolution
Thank you,
***
Initial Consumer Rebuttal /* (2000, 10, 2014/09/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2016/01/28) */
We apologize for the issue the consumer experiencedOur records indicate the plan was purchased on 12/10/and the consumer's device was damaged on 12/11/Per the warranty contract there is a one day waiting period between the
Protection Plan purchase date and the Coverage Start Date, during which if any issues occur,they are considered pre-existing
conditions and render the item ineligible for coverage under this Protection PlanIf during the Waiting Period a pre-existing condition renders the item ineligible for coverage We will
cancel the Protection Plan and provide a refundThe consumer's warranty has been cancelled and a full refund has been processed
Initial Consumer Rebuttal /* (3000, 7, 2016/02/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The contract was purchased at 9am on 12/10/The incident took place after 10am and the claim was placed after 10am on 12/11/This is more than hours (day) period of time and therefore, the phone should be coveredFurthermore, the contract that was emailed to me (which I'd be more than *** to supply) stated that coverage began on 12/11/15, which would mean at 12am on 12/11/15, coverage for my device would begin and therefore, the claim should be honored
Final Consumer Response /* (3000, 13, 2016/02/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again, as I have stated, the contract stated a day waiting periodOne day being 24hrs, was satisfied in this situationAdditionally, the emailed contract states that the coverage of the device starts ON 12/11/There is no other way to twist thisEither way you see this Squaretrade did not want to pay for the coverage of this device and cancelled a covered item, even after the claim was approved and was in the process of being fulfilledThis is a horrible and disgraceful business practiceAfter the cost of the service plan ($69) and the cost of the deductible ($75), the difference that Squaretrade would have covered is approximately $The cost to fix the device was $It's very sad to see that a company like Squaretrade is 1) willing to lose a customer for that amount, 2) willing to break their contact, and lastly, 3) able to get away with doing this to their customers
Within the last months, in addition to fixing my phone (the device that was covered under the Squaretrade contract), I have bought my wife a new phone and my brother in law, sister in law and my brother in law's girlfriend have purchased new phonesEach of them asked me about getting insurance for their phones and I was forced to tell them about the horrible experience I had with SquaretradeI directed them to purchase a plan with their carrier as have I have already done
Final Business Response /* (4000, 15, 2016/03/02) */
The consumer has been contacted by a Resolution SpecialistThough the claim was denied due it being filed within the exclusionary period we are going to make an exception to reimburse the consumer for the repairsAt this point we are awaiting proof of insurance at the time of warranty purchase and repair invoice from the consumer

Initial Business Response /* (1000, 5, 2015/02/18) */
We are sorry the consumer had issues with the repair of their tablet
We do try to repair the consumer's devices at least twice before we pay the consumer outIn this case the consumer was sent an email approving a payout of his device
at $199.99, the price he paid for his device
Sometime the incorrect information is forwarded to our customers and we work with the consumer to resolve issuesIn this case the consumer told our resolution team member that they are going to resolve this issue through the reseller and we canceled the claim so as to not cause any confusion in the resolution of this issue
We can re-approve this claim at the consumer's request and get them paid out