SquareTrade, Inc.

I purchased smartphone protection from this company in December of last yearIn the time since I have needed to file a claim twiceBoth times were denied
First claim was for a phone that was stolenThat claim was denied because they don't cover theftFair enoughI cancel the policy on that phone because I no longer have it
Second claim was for a phone that was droppedThat claim was denied because I purchased the warranty sixty days after purchase of the phone, they require it to be purchased within thirty daysThey have an exception where if you buy a family plan then only one phone has to have been purchased within thirty daysI was covered by this exception and they do not deny this fact
However they stated that because I canceled the protection on my stolen phone that the protection on my other phone was invalidatedThis didn't stop them from continuing to collect the monthly fee for the protection
I spent two hours on the phone with them before they finally agreed to approve my claim

Square Trade protection plan is useless

Initial Business Response /* (1000, 5, 2014/11/03) */
We are sorry the consumer had such a delay in the process to be paid outIt is our policy to have one of our repair shops look at the unit before it is processed for payoutWe did make an exception for the consumer and used the report
from the shop he took it to for the documentation for the unit being unrepairableThere was a further delay in getting the consumer the label to ship the unit back to usWe have resolved that by sending the label to the shop that did the evaluationWe feel that the payout shows we are honoring the warranty
Initial Consumer Rebuttal /* (3000, 7, 2014/11/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still have yet to receive my reimbursementIt has been days since I filed my claim and I am still being told I have to wait
Final Business Response /* (4000, 9, 2014/11/10) */
We have emailed the consumer a gift card code on November in the amount of $The gift card is redeemable at retail locations or on-line for the retailer that the consumer purchased the ComputerIf the consumer has not received the email we can resend it

SquareTrade does not stand by their warranty I purchased a two year warranty for my son's bike The rear brake just stopped working I filed a claim on their website Immediately, and I do mean immediately, after submitting the claim, a denial popped up and my claim was automatically closed I called them to find out why my claim was denied The rep read me a bunch of legalize over the phone (could tell that he was reading out of a manual or from a script) The warranty is supposed to cover both mechanical failure from use or if something stops working from wear and tear Both of these described our situation However, the rep from SquareTrade insisted that this was accidental damage (even though my son did not wreck or otherwise do anything to his bike other than ride it around our block) And of course, accidental damage is not covered I would file a complaint other than I then contacted *** from whom I purchased the warranty and they remedied the situation They did not understand either why the claim was rejected so they had me bring the bike back to the store and they fixed it free of charge I applaud *** and would recommend them for bike purchases but would never recommend a warranty, at least not from SquareTrade

Initial Business Response /* (1000, 5, 2014/10/30) */
We are very sorry the consumer has had such a delay in receiving the paymentWe had processed the payment through our systemWe cannot be responsible for the delivery issues that are caused by shipping companiesWe have made the
commitment that if the consumer does not receive a payment by Monday 11/we will generate a new check and send it in a method that will allow us to track the checkAlthough we do not take responsibility for the mailing delays we are going to refund the consumer the price of the warranty as a gesture to the consumer to show our commitment to making them happy

Initial Business Response /* (1000, 5, 2015/10/07) */
We are sorry the consumer had issues with their device
As we may recommend a repair shop we cannot guarantee their work unless the shop is part of our networkThe shop in question was not part of our network as we pay these shops
directly and the consumer does not
Even though the issues occurred when the phone was not in the customer's possession in this case we would take a claim and get a resolution for the consumerOur procedure is to have the device sent to our repair depot so they can evaluate the issue and try and resolve the issueAs they have more resources available than a local repair shop many times they are able to resolve the issue and return a repaired phone to the consumerIf they deem the device as unrepairable we will pay the consumer a reimbursement equal to what they paid for the unit or a replace cost
Due to the poor response the consumer had in this case we are going to refund the deductible they paid, reimburse them $so they can purchase a replacement device and a refund on the warranty price as they had a poor experience with us
We have communicated with the consumer and are waiting their response to our offer
Initial Consumer Rebuttal /* (2000, 7, 2015/10/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am very *** with the solution SquareTrade has offered, and it's actually more than I was expecting*** *** was very helpful and went above and beyond to make this situation rightJust more evidence that SquareTrade is a great company that cares about its customers!

Initial Business Response /* (1000, 5, 2014/08/04) */
Contact Name and Title: *** ***, Resolution Mgr
Contact Email: ***@squaretrade.com
Hi ***,
I am *** ***, the Resolution Manager at SquareTrade
I am sorry for the confusion thereOur service contract has a limit of
liabilityMeaning, any payouts that we do for you is deducted from your coverage amount, leaving the remainder for further repairs or payouts
In your case, the first repair costs almost $180, which is why there is only $for this second repairThis should have been mentioned to you prior to the last claims approval so that we can offer you other resolutions
I apologize that this did not happenAs a gesture of goodwill, I'm going to request another check to be sent out to you to make you whole for the original purchase price on this unit
Give me till the end of the week for that to get to you
If you have any questions or concerns, please let me know
Regards,
*** ***

Initial Business Response /* (1000, 5, 2015/03/23) */
We are sorry the consumer had issues with the replacement phone
We do strive to make sure our phones are grade A quality and our service is as wellIn this case the consumer was made commitments and we did not follow up with them
We
are reimbursing the consumer the replacement price of the phone as well as refunding the deductible on the original claim
We are in correspondence with the consumer to make sure that happens
Initial Consumer Rebuttal /* (2000, 7, 2015/03/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 9, 2014/10/07) */
We sorry the customer experienced such a delay in the repairAs is stated in our guarantee we refunded the customer the warranty priceAccording to our records the unit was delivered back to the customer on 9/24/

Initial Business Response /* (1000, 5, 2014/11/25) */
We are very concerned and have started an investigationWe are reviewing the calls to find the specialist who sold the warrantyIf we need additional information we will contact the consumer
Initial Consumer Rebuttal /*
(3000, 7, 2014/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Am awaiting results of their internal investigation
Final Business Response /* (4000, 9, 2014/12/04) */
We are continuing our investigationWe will be contacting the consumer for more information

This company seems to be a scamThey'll gladly take your money and promise you a warrantyBut recently my cell phone screen cracked and I filed my claim with themThey said just go get it fixedWell no one in San Diego fixed the Samsung Galaxy SEdge screenNoOneWhen I reported that to them, they said 'go get statements to that effect and we'll then find the next step'WHAT? Do you think one, much less little shops are going to write me a statement about something they can NOT do? ***
By the way, I'm doing all this talking with Karachi, Pakistan...despite asking to be xferred to AmericaNo diceSo I asked them to replace the phone...That's their promise when they take your money for the policyGuess what? Now they don't reply at allSo I've asked for my money back--they also offer thatGuess what? No replyIf I could sue them I wouldThey are a scam

They SUCK and Won't Refund Your Money BackI have been trying to get my reimbursement for a year and half nowIt's a hassle, I have been emailing them back and forth, and no response, They give you promisesDON'T PURCHASE ANY WARRANTY WITH SQUARE TRADEYou will REGRET ITThey still have not given my full reimbursementIT'S *** ***! Read other reviews on Yelp they RIP people off

Initial Business Response /* (1000, 5, 2015/06/11) */
We are sorry the consumer had issues with their device
As per our Terms and Conditions we will attempt a repair on a device before we offer a solution
In this case the repair was delayed due to not having the correct parts available
If it takes more than business day to repair a device we will push the claim to a payoutWe have been informed that the repair will be finished in days, if the part comes in on timeFor that reason we are processing a payout for the consumer
We have contacted the consumer and they are aware they will be paid out
Initial Consumer Rebuttal /* (2000, 7, 2015/06/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/07/07) */
Hi ***,
I am *** ***, the Resolution Manager at SquareTrade
I am sorry for the delay on this caseWe had a miscommunication with our repair serviceThey were not aware that the end user is not you, and per security
protocol, they needed confirmation
We've confirmed with the repair service to proceed with repairs at the TVs current locationA tech is scheduled to contact her and schedule a visit today
I'll follow up with the service to make sure everything is going fine
Thank you,
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2014/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I contacted my daughter-in-law today, and as of today, 09July, no one has contacted her to schedule an appointment to repair the television setThe original complaint still standsSquare trade is not honoring the contract nor are they honoring their responses to the customer
Final Business Response /* (4000, 9, 2014/07/14) */
Hi ***,
I am so sorry about the continued delay on repairAs I've stated to you before, since we're still not able to find a reliable servicer for you in your friend's area, I'll get you fully reimbursed on your TV instead
Please let me know if you need anything else
Regards,
*** ***
Final Consumer Response /* (2000, 11, 2014/07/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Square Trade has issued a refund for the merchandise as promised

Initial Business Response /* (1000, 5, 2015/03/17) */
We are sorry we sent the consumer issues they had with our replacement phones
We have since settled with the consumer and sent them funds to purchase a new phone
Initial Consumer Rebuttal /* (2000, 7, 2015/03/25) */
(The
consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/07/24) */
We are sorry the consumer delays in the reimbursement of their repair
We have tried to call the consumer on the number listed in the complaintThe phone answers, however there is nothing but silence from the other endThe consumer
was directed to send some test results to us, which he did
We reimburse customers for repairs when the repairs have been completed and paid forThe consumer sends the receipt to us and we reimburse the repair costsWe cannot reimburse repairs without appropriate receiptsThe consumer did send us a receipt of the parts needed to repair the TV but did not send us a receipt for the labor as he did the repair himselfWe will make a one-time exception and will pay the consumer the labor cost without a receipt
Since we cannot communicate with the consumer via phone we are emailing him this information
Initial Consumer Rebuttal /* (2000, 7, 2015/08/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I purchased a SquareTrade coverage contract for my cable modem~days before the coverage was to end the modem failed so I submitted a claim online and sent in my productI waited weeks and called in as the online status still said awaiting productThey had received it days earlier and promised to issue my *** card for the covered amountI waited days and no card was sentI was told it had been issued but a technical issue had to be resolved for me to receive it from ***I was passed around between reps and managers for days and told that it would be resolved each time within hoursPlan on a month for a claim to be completed and be vigilant or they'll drag it out even longer

Initial Business Response /* (1000, 5, 2014/07/07) */
Hi ***,
I am *** ***, the Resolution Manager at SquareTrade
I am sorry for the confusion, but from our notes here, I see that one of our service managers, BJ, 3/5/and explained that our repair depot was not able to replicate
the issue you noted
From the call notes, it sounds like you were experiencing the crashes after installing certain programs, which might indicate that his is a software based issueBased on this, we're willing to retrieve your computer to retest, but we would not be moving this to a payout
One of our managers had attempted to contact you on 4/to reply to your request to one of our agents, but your voicemail was full
I'll check with our legal team to see if we received your father's letter and what response was given
And I'll have a senior agent contact you to arrange for further diagnostic of your computer
Regards,
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2014/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not think it is right to make me send it in again for the fourth or fifth timeThey are just jerking me aroundTheir representative told me that since they couldn't fix it after times, they would refund me $They told me they would deposit into my PayPal account on the phoneWhy won't they just do what they said they would do?
Final Consumer Response /* (4200, 13, 2014/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I rarely use the laptop anymore because when I use it it still crashes on meI have had two computer techs look at the laptop and they both told me that it was a hardware issueNot the programs that were installed on itI am not spending more money when you ask me to take it somewhere else to have it fixed when I paid your company to do soOne of your representatives told me they would be paying me the price for the the laptop ($798) after talking to a supervisor since the issues on the laptop could not be fixedYour company promised me that you would be sending the amount of $into my PayPal accountThey have failed to do so
Final Business Response /* (4000, 15, 2014/08/13) */
Hi ***,
This isn't something we'll payout onShe sent in her laptop a few times, but each time, our depot was not able to find anything wrong with the unitWhen one of our managers called her to determine what the issue is, she noted that the system only shuts down when she's running a particular program
Not every computer can run every program, unfortunatelyWe're not going to offer a payout on a device that we've checked multiple times and found that it is fully functionalCompatability issues are not defects
We've explained this to her a few times now and I think her father had also contacted our legal team who messaged the same resultI hope it doesn't go to court, but she's just not willing to budge from this position so we might have to
***

Initial Business Response /* (1000, 5, 2014/03/05) */
Hi ***,
I am *** *** the Resolution Manager at SquareTrade
I am sorry for the delay in getting your refundI do see that we had some issues with processing the refund through PayPalBut as of 3/3/2014, it looks like that is
completedAnd your check for the second refund is also completed
At this point you should be all setIf there is anything else still outstanding, please let me know at ***@squaretrade.com and I'll look into it
Thank you,
*** ***

Initial Business Response /* (1000, 5, 2015/02/19) */
We are sorry the consumer had a problem with their phone
As our Terms and Conditions state we will repair, replace or payoutThey do not state that we will only replaceOur brochures state that we may not have a phone availableIn
those cases we will offer a repair, as the consumer was offered
Due to the fact that the consumer misunderstood the options available to them we are going to make a one-time exception and refund the deductible