SquareTrade, Inc.

Initial Business Response /* (1000, 5, 2015/09/25) */
We are sorry the consumer had issues with their device
When a warranty is purchased from a reseller the warranties purchased can only be used for devices purchased through that reseller
We are in contact with the consumer and were
able to explain the process and work with them to purchase the correct warranty
Initial Consumer Rebuttal /* (2000, 7, 2015/10/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was able to discuss my issue with a special department/person within the customer service of squaretradeThey were very professional and reasonable and offered solutions unlike my two previous discussion with customer service department
My issue has been resolved
Thank you
*** ***

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.)

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, 2014/06/06) */
Hi Mr ***,
I am *** ***, the Resolution Manager at SquareTrade
There was no "screw up" in your caseBased on the price of your computer and damage incurred, a broken screen, one of our claims specialists determined that a
full reimbursement for your laptop would be the best resolutionHe had approved your claim on April and sent you an approval email explaining the rest of the process
I've excerpted the first part of this email:
"Dear ***,
Great news! We've finished assessing your claim, and you're eligible for a payout
We'll send you a reimbursement for the amount of $just as soon as you ship
your damaged item to us."
This process also provided a pre-paid shipping label for you to use to send the laptop to us
When you send in your laptop for reimbursement, you do not get it backThat's part of the processI'm afraid that we're not going to be able to repair it after you've been paid out
Regards,
***
Initial Consumer Rebuttal /* (2000, 7, 2014/06/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Horrible experience overall!! Originally scheduled by SquareTrade for parts delivery Tuesday and Repair Thursday 8a-12p - (I took off work to be here!!) they never showedWe called the provider (they were very RUDE) and they said they NEVER had that date on their schedule, they were not coming and they would have to call us back in 24-hoursI then called SquareTrade (ST) back (almost HOUR HOLD TIME) who agreed with us that the Provider *WAS* indeed scheduled for Thursday 8a-12pST had no idea why the Provider did not showThe ST person said they would call the Provider first thing today and then EMAIL me with the updated informationNO EMAIL WAS RECEIVEDHowever, I did get a call from the Provider this morning letting me know they would be arriving between 1p-2p with a small apology for "any inconvenience"

Initial Business Response /* (4000, 8, 2015/11/25) */
We have contacted the consumer and both parties agreed on an appropriate resolution for the complaintThe consumer will be receiving a reimbursement for their warranty via check
Initial Consumer Rebuttal /* (2000, 10,
2015/12/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was told I would get a refundThanks Revdex.com

Initial Business Response /* (1000, 5, 2015/04/02) */
We are sorry the consumer had not had his AC adapter returned with his unit
Occasionally our repair depot makes a mistake and does not return the adapters that are sent to themWe will reimburse the consumer for a replacement adapter
and cordWe are in contact with them so they know what they will have to do
Initial Consumer Rebuttal /* (2000, 7, 2015/04/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hello, *** from Square Trade contacted me and sincerely apologized for the poor communication and not returning the partsWhile the parts could not be located he has issued me a check to replace themThank you very much for your assistance in rectifying this matter***

We are sorry for any issues the consumer had with their device.
At this time we are unable to locate the consumer's account with the information that has been providedWe have reached out to the consumer and left a voice mail with our direct
contact informationUntil contact is made with the consumer we can not investigate the issue further

(The consumer indicated he/she DID NOT accept the response from the business.)No such email
was sent to meI had to call Squaretrade again and this time I got a hold of ***It is erroneous to say that I was emailed and that I did not respond backI had to chase down *** to get my side of the storyAfter telling my side of the story, he finally agreed that Squaretrade was in the wrong because I had explained profusely what had happenedI have been issued a check for the damaged PS4, but I have not received it yet, even thought it was supposedly sent out 3/

Initial Business Response /* (1000, 5, 2015/11/30) */
We apologize for the issue the consumer experienced with their device
Our records indicate the consumer has been connected with the Freight company to schedule an appointment to deliver the TVWe have contacted the consumer to resolve
this issue and refunded the warranty price for his inconvenience

Initial Business Response /* (1000, 5, 2015/08/13) */
We are sorry the consumer had an issue with their phone
There are times when our inventory does not have the phone in stockWe are in the process of changing our supplier so that we will have more phones availableThe specialist
suggested that the consumer take the phone to a local shop to get it repaired to accelerate the repair processThe consumer did not want to resolve the claim in that manner so we proceeded with the exchange
The phone is now in transit to the consumerAnticipated delivery is Friday, August
Due to the delay in this process we have waved the deductible normally charged

Complaint: ***I am rejecting this response because: I
was not told where to submit my invoice for the hard driveThere is no place to submit it and I asked in the email Brittany sent meThe claim on squaretrade website has no where to submit it. Sincerely,*** ***

Initial Business Response /* (1000, 5, 2014/11/20) */
We are sorry that the consumer has had such a delay in serviceWe, however, are unable to process a claim unless the warranty is in our systemThe customer is supposed to be informed at the time of purchase that they need to contact us
to register the warrantyIf that is not done at that time we can register the warranty later but need a copy of the receipt in order to do itThe consumer was able to get a copy of the receipt to us and we should be able to find the warranty in our system and process the claim
Initial Consumer Rebuttal /* (2000, 7, 2014/11/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The response sent thru Revdex.com by SquareTrade was not helpful at all, but I have resolved this issue directly, on my ownTherefore I am closing this complaint

Initial Business Response /* (1000, 5, 2015/09/14) */
We are sorry the consumer had delays with their payment
We do not know why the check was not received when the claim was initially processedOur records show that it was processed properlyOur records also show that the check was
never cashed so we resent the check by another meansThe consumer did receive that check
Due to the poor service we have refunded the consumer the deductible they paid and what they have paid for the warranty up to this pointWe have contacted the consumer and they are aware of the additional payouts
Initial Consumer Rebuttal /* (2000, 7, 2015/09/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A manager from Square Trade contacted me and apologized for the poor serviceHe also refunded my premium payments and deductible, which I feel is fair compensation for the poor service I received

Initial Business Response /* (1000, 5, 2016/01/29) */
We apologize for the issue the consumer experiencedThis is a duplicate complaint filed by the consumerAs stated in the fist complaint, " Our records indicate the consumer sent their device in twice to be repairedOn the second repair
the device failed the audit due to a complete different serial number on the deviceThe consumer's claim was denied due to misrepresentation and the device was shipped back to the consumerWe have cancelled the warranty and refunded the consumer for the full amount."
Initial Consumer Rebuttal /* (2000, 7, 2016/02/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/10/23) */
We are sorry the consumer had this issueOur repair depots sometimes use parts that are available to expedite a repairWe are working with the consumer to get them compensated for the correct replacement part
Initial Consumer
Rebuttal /* (2000, 7, 2014/10/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/07/27) */
We are sorry the consumer had issues with their device
The reason that the technician did not arrive is that the part needed was not yet delivered to the consumerWe did not properly inform the consumer on what to expect in terms of
this particular claim
We have contacted the consumer to let them know why the technician did not show upWhen the part does arrive the dispatcher will make arrangements to have the technician repair the device
Initial Consumer Rebuttal /* (3000, 7, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not acceptableEither it should be repaired in a acceptable amount of time, or device should be replaced
Final Business Response /* (4000, 15, 2015/08/18) */
According to the tracking number used to send the check it was delivered on August
Final Consumer Response /* (2000, 17, 2015/08/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
accepted, but squaretrade needs to better inform customers of the length it takes to receive warranty work or check for cost

Initial Business Response /* (1000, 5, 2015/04/14) */
We are sorry the consumer had the poor experience they had
We have since worked with the consumer and have paid them out the price of the device and refunded the warranty price to them
It is not within our Terms and Conditions to
reimburse consumers for personal time taken to work on a claim
Initial Consumer Rebuttal /* (3000, 7, 2015/04/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In accordance with my discussion with *** from Square Trade, I have received the reimbursement for the product and the amount of the warrantyHowever, I find it very convenient that SquareTrade hides behind a "term and conditions" clause, which ultimately means they are unwilling to accept responsibility for the deceitful and fraudulent nature in which their employee population presented themselvesIn short, I find it a "cowardly response" to doing the right thingIt is due their personnel's statements, that I was placed in a position of having to continually follow up, and work through "chains of command" to ensure my best interests were being addressedI have documented just over hours of phone calls to their organization, not to mention the amount of emotional frustration in dealing with misinformation, fraudulent statements, and negligent actions, that could have caused me physical injuryI am willing to provide ST with an additional opportunity to rectify and compensate before taking additional legal action
I think it is important that consumers are aware that if they do not take control and hold organizations such as ST responsible, they will continue to be "taken advantage of"I think every executive of this organization should be forced to go through the same painful process I have and then determine if they believe it is acceptable
Please also submit to me a copy of the company's code of conductI am struggling to find this information on their website
Final Business Response /* (4000, 9, 2015/04/28) */
We are sorry the consumer had issues
As the consumer stated we have reimbursed them the cost of the warranty and the price of the warrantyAt this point there is no further compensation we can offer

Initial Business Response /* (1000, 8, 2014/10/01) */
After reviewing case paid customer full price paid for camera

Initial Business Response /* (1000, 5, 2014/08/26) */
Hi ***,
I am *** ***, the Resolution Manager at SquareTrade
I apologize for the miscommunication here, the agents at Tiger Direct are trained to not say that you do not need to contact the manufacturer, but we might have had an
agent who needs corrective training
SquareTrade is an extended warranty company, we do not override the manufacturer's coverage, but provide enhancements to cover issues that the manufacturer might not during the first yearThat is why we always refer customers to the manufacturer within the first year
But in cases where the manufacturer does not cover your item, SquareTrade can still step in to assist as is the case for your printer
Now, I am looking at some older claims for your harddrive and it looks a bit oddYou had ordered the drives in January, and filed claims on them days after purchase noting that they were stolenSquareTrade does not cover lost or stolen items, so those claims were deniedAre these the drives you were talking about?
Either way, I'll ask one of our senior agents contact you to help you resolve the issue with the printer and clarify the harddrive claims
Please give us a bit of time to reach out
Regards,
***
Initial Consumer Rebuttal /* (3000, 7, 2014/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The initial hard drives never arrivedSquare Trade does not cover lost or stolen itemsTiger Direct reshipped the drives and those initial Square Trade insurance policies were cancelled and replaced with new onesThe claim I am not making is for the printer and the two hard drives
Final Consumer Response /* (3000, 14, 2014/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As previously stated, the reason I am at the Revdex.com is because ALL manufacturers have rejected my claims because non of the items have manufacturing defectsthey stopped working due to electrical problemsPlease tell ***, I just don't want the run-aroundWhen I purchased these items from Tiger Direct, I specifically asked Tiger Direct about the Square Trade warranty because in the past, I have had nothing but problems with manufacturersManufacturers give me the run-around, they rarely pay, and when they do pay, it takes weeks to get my moneyThe Tiger Direct guy said with Square Trade I will never have to deal with the manufacturer because Square Trade is the bestthey always pay and they cover everything, beginning the day you buy itNow, I have a problem where the manufacturers won't pay anything because the problem wasn't a result of manufacturing defect, and Square Trade won't payI went to the Small Claims Court yesterdayPlease have *** give me the Agent for Service of Process for Square Tradewhen I was filling out the law suit, that was the only item I was missingAll I want is a quick resolution to my problem and I am so frustrated because neither the manufacturer nor Square Trade will help me
I tried contacting Square Trade to resolve this, but they refuse to get me in contact with *** *** and they refuse to resolve this issueIf they do not reach out to me and resolve this issue, I will be filing a claim against them in small claims court
Final Business Response /* (4000, 16, 2014/09/05) */
Hi ***,
I called your cellphone as listed here, the same day I responded to this complaintI left you my direct extension and email to respond to
I also just ran a check on your number in our system and did not see any callsBut I'll reach out again and we'll try to get to resolved
Again, manufacturers do have a responsibility to warranty their items for the first yearSquareTrade's warranty takes that into accountWhich is why we refer customers to the manufacturer within the first yearThis is how most extended warranties workIf a sales rep had told you differently, I'll see if I can make an exception in this caseBut it will be just an exception
I'll try to reach out to you againIf you can, you can email me at ***@squaretrade.com and I'll get back to you ASAP
Thank you,
***