SquareTrade, Inc.

Final Consumer Response /* (2000, 10, 2015/01/14) */
I finally received a check today 1/13/for the full amount promised me, after I filed a complaint with Costco Wireless Advocates, who apparently put pressure on Square Trade to resolve my complaint

Initial Business Response /* (1000, 10, 2014/10/15) */
Great news! We've finished assessing your claim, and you're eligible for a payoutWe'll send you a reimbursement for the amount of $just as soon as you ship your damaged item to usPrint out a free shipping label
Click the
button above to get your pre-paid shipping labelJust print out a copy of the label and affix it to the package you're using to ship your item
Pack your item carefully and ship it to us
We'll need to evaluate your item once we receive itTo make sure your item reaches us in the same condition you sent it, please take a few precautionsWe recommend using a sturdy shipping box and wrapping each item in bubble wrapSend ONLY those accessories that originally came with the item and remove any data or files you wish to keepWe won't be able to return anything that you send to us
We'll send you a payment
Once you ship your item to us, we'll issue your reimbursementThe payment will be sent through checkIf you'd like to choose a different payment method, you can do it here(NOTE: Delivery of checks will take 7-business days.)
Initial Consumer Rebuttal /* (2000, 13, 2014/10/21) */
I have chosen the respond form so my complete file is before you
Friday, I received a check for the amount due me on the claimI attribute this result to your
effortsI again thank you
*** ***

Initial Business Response /* (1000, 5, 2014/11/06) */
We are so sorry about the confusion caused by this issueI have corresponded with the consumer and we have come to a resolution
Initial Consumer Rebuttal /* (2000, 7, 2014/11/19) */
(The consumer indicated he/she ACCEPTED
the response from the business.)
This issue has been resolved with the business

Initial Business Response /* (1000, 5, 2015/02/19) */
Our Assurance Team has emailed the customer regarding this issueThat department can assist with any concerns if the customer replies back to that emailThe team will reply within to business hours
Initial Consumer
Rebuttal /* (3000, 7, 2015/02/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is indicating that SquareTrade was going to respond directly to me within to hours of 2/19/via email, however as of 2/26/I have not had any communication from SquareTrade
Final Business Response /* (4000, 28, 2015/05/14) */
We were waiting for the consumer to confirm that they wanted us to re-assemble the device before we sent out the box for shippingFor reasons unknown we did not receive the consumer's responseWe will consider this rebuttal as the response and we will ship the boxThey should receive the box by Monday, May
Final Consumer Response /* (4200, 32, 2015/05/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
SquareTrade responded via email indicating that they would send a box for the laptop on May 14, however again no box has arrivedThis is the second time they sent an automated email with this information and not actually sent a box or attempted to correct the laptop
I want them to properly repair, or replace the laptopThis has been months with no resolution and empty responses from the company

Initial Business Response /* (1000, 5, 2015/04/06) */
We are sorry the consumer had issues with their computer
In this case the consumer was misinformed about the options of repairAt the time of purchase our contractor in the area was offering repairs of devicesDue to nothing that
SquareTrade has done the contractor no longer offers those repairs
We have made arrangements for the consumer to have a reimbursement for the cost of the deviceDue to the issues that were caused by our misinformation we are also refunding the consumer the warranty priceWe are in contact with the consumer so they are aware of this
Initial Consumer Rebuttal /* (2000, 7, 2015/04/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/07/28) */
Contact Name and Title: *** ***, Resolution Mgr
Contact Email: ***@squaretrade.com
Hi ***,
I am *** ***, the Resolution Manager at SquareTrade
I am sorry for the missmessaging you received, but for computers in your
price range, our general process is to proceed with a payoutIt looks like the first few agents you spoke with did message this correctly to you
We cover the shipping charges, but not packaging at FedExSince it was one of our agents who told you otherwise, I'll be happy to reimburse you for the FedEx chargesPlease send me a copy of your receipt from FedEx and I'll send a check to cover you for your expenses
Regards,
***

Initial Business Response /* (1000, 6, 2016/01/29) */
We apologize for the issue the consumer experienced with their deviceThe laptop was repaired we are awaiting a response from the repair center to confirm the repairs done on the unitDue to the delay the consumer experienced receiving
his device back, we have refunded the warrantyThe consumer has been contacted and is working with SquareTrade to resolve the issue
Initial Consumer Rebuttal /* (2000, 8, 2016/02/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
ST was quick to contact me days after the complaint and asked me what solution they can provide meI requested a reimbursement and they wanted to double check with the repair depot to see what went on in servicing my notebookAs expected, the repair depot failed to get back to them and I gave days' time to ST to work on thisStill unable to receive a response from the depot, ST was ready to process the reimbursementI was asked to ship my notebook to them and I was told that the check would be processed after they get my PC and verify itI was provided a prepaid shipping label (after a bit of delay, of course) and the check got processed the same day they received my notebookI received it now and the problem's been solvedHowever, regarding the warranty refund they assured to provide me, I never got itThey keep on telling me that they processed it to my credit card (which is now closed)I told them that they can't process a refund to something which is not presentI sent them like two emails and never received a response for itNevertheless, my main issue got solved though

Initial Business Response /* (1000, 5, 2015/07/30) */
We are sorry the consumer has not received their payment
We processed the check so that it would to be delivered overnightWe discovered the PO Box we had on file was incorrectWe have corrected the addressWe are confirming the
address before we attempt to send the check again

Initial Business Response /* (1000, 10, 2015/02/11) */
We are sorry the consumer had an issue with their item
As per out Terms and Conditions of the warranty we cannot spend more on the repair of the unit than the purchase priceThe warranty value is established by the purchase price of
the unitEvery time there is a repair the warranty value is reduced by the repair costThere were a number of claims against this unit so the remaining warranty value is the $
Due to the fact that the consumer was unaware of this we are going to make an exception and send additional funds so that the reimbursement to the consumer equals the amount listed as the purchase price on the warranty, $
We will be in contact with the consumer to confirm what we are going to do
Initial Consumer Rebuttal /* (2000, 12, 2015/02/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/08/22) */
Contact Name and Title: *** ***, Resolution Mgr
Contact Email: ***@squaretrade.com
Hi ***,
I am *** ***, the Resolution Manager at SquareTrade
I am so sorry for the experience you've had so farIt was never our
intent for this process to be such a poor experienceSquareTrade always refer customers to the manufacturer within the first year as it keeps your SquareTrade warranty untouched for when your manufacturer's coverage endsThis basically gives you coverage from two different companies
The number we gave you is for Motorola's customer service department, as listed on their website: https://motorola-global-portal.custhelp.com/app/mcp/service/
That being said, I do want to offer you coverage with SquareTrade's warranty since its been taking so long with MotorolaI'll have an agent contact you in a bit to offer some resolutions
If you have any questions or concerns, please let me know
Regards,
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2014/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have been scammed and Square Trade is trying to shirk their responsibilityWe have no intention to settle for less than a refund of the price of the phone and the cost of the so called warrantyI think that we should inform Ebay about the ineffective service that is being pedaled on their site for people who purchase electronics and an extended warrantyAlso,
since the entire sale was through Pay Pal they also should be informedI have received no further contact from the supposed service dept since we received the 2nd tracking number with no deliveryI have made all of the contacts without them ever contacting me onceThis has been going on for weeks and is highly dishonest and unprofessionalI would not trust any phone or service from them at this pointI tried to file a complaint but none of their phone numbers would pull up an addressAs far as I am concerned they are a ghost company run by liars and incompetents
Final Business Response /* (4000, 9, 2014/08/27) */
Hi ***,
I'm glad we were able to speak and get you set up on your request for a reimbursement
Again, I want to be clear, our part in this was referring you to the manufacturerSquareTrade has no control over how this company services its own warranty
But you do have a warranty with SquareTrade, so I am able to step in and assist with getting you compensated for this phoneYou should receive your checks, for the phone and warranty, in about a week's time
Thank you,
***
Final Consumer Response /* (2000, 11, 2014/08/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/04/16) */
We are sorry the consumer had issues with his device
We have reprocessed the payment and according to our records the payment was received in the Paypal account that was given to us by the consumer
SquareTrade has a repair guarantee
that states if the device is not repaired within days of being in the repair facility the warranty is freeDue to the delay the consumer experienced we are also refunding them the price paid for the warranty
We have also emailed the consumer contact information for two of our Specialist that would resolve any issues he has in the future
Initial Consumer Rebuttal /* (2000, 7, 2015/04/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their resolution, but would not recommend them or purchase their product in the futureI just purchased a $2,projector this week to replace the one I had covered under their policy I purchasedI was offered a squaretrade policy at amazon for $160-some dollars, but declined it knowing their poor customer service and lack of support

Initial Business Response /* (1000, 5, 2015/04/06) */
We are sorry the consumer never received the check
We have no reason, financial or otherwise to withhold the reimbursement for this consumerThe address we had on file was not verified by the US Postal service and we were unable to
send a checkFor this reason we had set up a resend of the payment via PaypalAccording to our records the Paypal account was credited 4/3/

Initial Business Response /* (1000, 5, 2015/04/22) */
We are sorry the consumer had issues with their device
Many times our repair depots have issues with being able to complete claims with the consumersThese issues are being addressed
In the meantime we have settled with the consumer
and they are being reimbursed for what they paid for the device

Initial Business Response /* (1000, 5, 2014/08/22) */
Hi ***,
I am *** ***, the Resolution Manager at SquareTrade
I am sorry for the delay on this claimI will review the rework process with our service manager and see what happened here
We'll be reimbursing you for the
full amount of your laptop at this pointYou should receive the check close to the end of next week
Please let us know if you need any further assistance
Regards,
***
Initial Consumer Rebuttal /* (2000, 7, 2014/08/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I have been very disappointed by the customer service received under my two year phone warranty
I purchased the SquareTrade service as an afor the *** ** from *** I didn't think anything of the $or so at the time A few months go by and my phone gets accidentally damaged by my son I recall that I purchased the insurance and after talking to them on the phone, they already seemed to have my receipt and information Fantastic!
Here is where things start to fall apart
The website seems to support two models of refunds, you get your phone fixed or you get a replacement Unfortunately, where I am located, the was not a dealer within a certain location and the replacement units were unavailable In this case, you are directed to call into customer service
Each time you call in the phone menus don't really seem to make much difference You can say you are calling about an existing claim, but through the menu options, the end up looping you make through the options as if you were filing a new claim Then you rehash each time you call, waiting for things like - "Can I put you on hold while I restart my computer," or you need to email us back on an email that says to call them
I feel like I am in limbo land
I end up being told, after bouncing between the website and phone support, that I need to pay an $deductible and a unit will be sent to my home I paid the $deductible and agreed to return the old device after receiving the new device Whew, finally
Unfortunately the phone never arrived Instead I get an email with a *** shipping label asking me to send the phone in first, then they will send me their estimate of the phone cost minus the deductible Wait what? You agree to send a replacement, charge my card, then change the deal?
More calling, waiting and time wasted
Fine Photographed the device, have *** pack and I insure and send to them I get an email saying that the phone has been received and a check will be dispatched I get the check and it is for the full replacement value (so the double deductible seems to have self corrected and just been miscommunication)
I get an email saying that a 'Core phone fee' of $has been charged to my credit card I check my CC and it has I check the tracking number and it has been marked received The email instructs me to call them so I do Irate
Try calling three times, hours wasted Bottom line, I am told to email themEmail instructs a call, phone support instructs writing an email"Houston, we have a (yet another) problem!"
I wanted to write my review focused on my perception regarding the communication failures for this claim I feel upset, irritated, and treated unfairly
The overall inefficiency; terrible phone support menu system, lack of replacement stock for new phone models, and 'not doing what you say you are going to do' leave me with a very negative impression of SquareTrade Based on my single claim experience and the amount to time wasted, I don't recommend purchasing a SquareTrade warranty service for new phones
Parting comment: On the *** site, the list in red link saying "! THERE IS AN ALERT ON SQUARETRADE, INC!" That test says "Filing a complaint? Looking for a faster resolution? Call SquareTrade's complaint line directly - *** Monday through Thursday am to 6:pm *** *** and a Resolution Specialist will work with you to resolve your issue." - that number is not the 'complaint line' It is the same automated phone menu system and prompts that is used for incoming claims (Not for complaints)

Initial Business Response /* (1000, 5, 2015/08/11) */
Our Assurance Team has emailed the customer regarding this issueThat department can assist with any concerns if the customer replies back to that emailThe team will reply within to business hours
Initial Consumer
Rebuttal /* (3000, 7, 2015/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Squaretrade has been contacted several times for them to honor the accidental damage that was caused to the iPadThis included the request in writing to themTheir website states that they will repair or replace the item that is covered by the insuranceSquare trade opted to not repair or replace the item and have kept my property
The request stands for them to honor the warranty that I paid for in fullSquare trade canceled my insurance and issued a partial refund of the warrantyThe best comparison I have for this is if you had a car accident the insurance company would deny the claim and issue a cancellation for the policy
This business is not ethical in their dealings with you and I will be taking them to court if they do not honor the warranty as it was an agreement when they took the money to cover the product
Please help me as they should provide you with the information not have them send you to a website with no answer
Final Business Response /* (4000, 9, 2015/08/18) */
Our Assurance Team has emailed the customer regarding this issueThat department can assist with any concerns if the customer replies back to that emailThe team will reply within to business hours
Final Consumer Response /* (4200, 11, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Square trade didn't respond to me via email for resolutionThey are not responding to me or to the Revdex.com to resolveCan you please step in and let them know that the only resolution that is acceptable is to repair, replace or reimburse for the damage
This is the contract and at this point they are not honoring their own warranty

Initial Business Response /* (1000, 5, 2015/10/22) */
We are sorry the consumer had issues with their device
The consumer has been contacted by email and phone to resolve the complaint but we have not received a response
Initial Consumer Rebuttal /* (3000, 7, 2015/10/31)
*/
(The consumer indicated he/she DID NOT accept the response from the business.)
Square Trade left me a voicemail on my home phone on Thursday, October and sent an email the same dayI returned the call and email on Friday, October and left my home phone number and my cell phone numberOn Tuesday, October 27, I called and left another message with my home number, my cell number and my husband's cell numberOn Thursday, October 29, I called and left another message with all my contact numbersSquare Trade has not left me any further voicemails and has not called my or my husband's cell phone at allThey have sent two other emails asking me to call
I have called and emailed several times to try to respond to themThey are playing games in saying they have not received a response from me
I want them to make a real attempt to talk with me and resolve this issueThey have not done anything real to resolve this issue to date
Final Business Response /* (4000, 9, 2015/11/11) */
The consumer has been contacted and is aware of the current resolution
Per the Terms and Condition Depending on the Product and failure circumstances, We will either, at Our discretion:
ARepair Your Product, or;
BProvide a cash settlement or a Gift Card reflecting the replacement cost of a new product of equal features and functionality up to the Coverage Amount, or;
CReplace Your Product with a product of like, kind, quality and functionality
The consumer's device was replaced with a working re-manufactured device and shortly after receiving, it sustained damage from accidental handling
All Accidental Damage from Handling cases are new claim with a deductible
As a one time exception, we waived the deductible for the consumer
Final Consumer Response /* (2000, 11, 2015/11/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They did what I asked of them as a " one time exception"

Initial Business Response /* (1000, 6, 2015/05/01) */
We are sorry the consumer had issues with trying to get the claim processed on their device
Due to the delay in this claim we are going to be paying the customer what they paid for the device
We are in communication with the consumer
to ensure they get reimbursed

Mega ease to file a claim, superb customer service without making you feel guilty for accidentally breaking your precious item, awesome unsolicited tracking of your item at every step of the way, very reasonable/cheap prices, a legit and awesome company...they are unbelievable and haven't stopped to amaze me in over years...they have restored my faith in this industry and I will keep them as my extended Warrantors...they are legit and the real deal...thank you! Job well done and keep it up!!

Initial Business Response /* (1000, 5, 2015/04/01) */
We are sorry the consumer had the issues they had with their device
Our procedure is to have the consumer contact the manufacturer first, as this consumer didThe claim was resolved in a work around that the consumer found and our
system was confused by how that data was input into out claimSometimes our procedures get in the way of providing proper customer service
We are in contact with the customer and will reimburse them the cost of the unit and the cost of the warranty as a courtesy for all the delays they had