SquareTrade, Inc.

Initial Business Response /* (1000, 6, 2016/03/10) */
We apologize for the issue the consumer experienced with their deviceThe consumer's device has been sent to the repair center and for the inconvenience they experienced we have issued a refund of the warranty
Initial Consumer
Rebuttal /* (3000, 8, 2016/03/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are refunding me the warranty cost
I received my laptop back days after I filed my claimHowever, my laptop no longer charged and had to be sent back to the repair centerThey are attempting to repair it again
Today is days since I filed my claimIt's ridiculous that it takes this long for something to be repaired correctlyI don't understand how it was not discovered that the laptop does not charge when it was sent back to me
Also note, I am an online student in college and have had to go to the community library everyday to keep up with school while my laptop was being repairedI still just want to purchase a new laptop
Final Business Response /* (4000, 10, 2016/03/22) */
We are sorry the consumer had issues with their repaired device
The unit has been repaired and is in route to the consumerEstimated delivery date, as per tracking number is 3/
If the consumer has further issues with the device we will consider a payout
Final Consumer Response /* (4200, 12, 2016/03/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After being told my laptop needed to be returned for them to complete an audit, in which case if the issues I had were valid I would be reimbursed, they decided to fix the error insteadIt was my fault for taking anything verbally said to me to be true
It took business days for them to return the laptop after it was fixed the second time, leading the total to be days without my laptopTo my surprise, when I received my laptop back, I had the exact same issue
Per an email on 3/from *** C
"If your device is still not working then we would consider a reimbursement of the device." I do not want them to consider a reimbursement, I want them to actually issue the reimbursementI have spent far too much time waiting for the laptopAlso considering the number of hours I have had to spend waiting/speaking to/getting updates, I want my transactions with SquareTrade to be completed with a reimbursement

Initial Business Response /* (1000, 6, 2016/02/18) */
We apologize for the issue the consumer experienced with their deviceAccounting has been contacted to verify if the check was cashedOnce confirmed the check will be voided & re-issued
Initial Consumer Rebuttal /* (3000, 8,
2016/02/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was never a check sent, how can it be cashed?? I will wait paitently to see if a check will be sent
Final Business Response /* (4000, 18, 2016/03/14) */
We have contacted the customer & confirmed the check has been receivedAt this time the complaint is resolved
Final Consumer Response /* (4200, 20, 2016/03/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There has been no check received for the claim at handI have not been in contact with SquareTrade since filing dispute with Revdex.comAnd I have received no email from Squaretrade about the issue

We are sorry for any delays experienced during the claim processBACKGROUND->
After reviewing the consumer's account it seems there were some issues receiving a copy of the purchase receipt. We have since received the required documentation and have processed the consumer's claim for the full reimbursement amount of the device

05/01/I have had a claim for a $Samsung Tabtablet since October 2015.I have called dozens of times and been told a different story every time
I have been told the check is in the mailI have been told the check was for the wrong amount and cancelledI have been told a check for the correct amount would be sent right outI have been told the representative would call me back the next day to follow up
No one has ever called meI have asked to speak with a supervisor but the answer is always no with no reason givenI also paid $for a deductible when I sent my tablet to Square TradeI have asked for my Tablet and $copay to be returned but the representative would not even respond to that request
I have been told I needed to send my tablet to Square Trade when I had already done that using the address label Square Trade emailed to me
I have never received a check or my tablet back.Square Trade Company are crooks and liars

Initial Business Response /* (4000, 12, 2014/11/04) */
We are sorry the consumer had a number of issues with this claimOur terms and conditions state that a replacement phone will be sent out to the consumer overnight, if availableAlthough we may have had a phone available earlier in a
day the system will not "hold" a phone for an unapproved claimWe were able to send the consumer a replacement phone that we were able to acquire by purchaseIn terms of the day guarantee the consumer is correct in that it took longer than days to attempt to repair the phone and we will refund him the cost of the warranty
Initial Consumer Rebuttal /* (2000, 14, 2014/11/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Merchant issued refund and sent me a message saying that they agreed that my claim was not handled within the allotted day timeComplaint resolved

Initial Business Response /* (1000, 5, 2015/04/21) */
We are sorry the consumer had an accident with their device
The claim was not processed properly or the correct information was given to the consumer on the process of completing the claimWe are addressing these issues with the
specialists involved
We are processing a payment for the item at the price paid for the item and are refunding the consumer the warranty price due to the poor service this consumer experienced

Initial Business Response /* (1000, 5, 2015/03/30) */
We are sorry the consumer had delays in receiving his reimbursement for the shipping charges they incurred when working with the manufacturer
We have processed the payment and the consumer should get his reimbursement by April
Initial Consumer Rebuttal /* (3000, 7, 2015/04/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Revdex.com representative:
My desired Resolution has not been fulfilledSquare trade sent a check total $I am still waiting for $payment for my endless time contacting, follow up, and waiting for the reimbursement claim that was sumitted over fours agoAlso, Revdex.com should re-evaluate Square Trade bussiness conduct and lower their Revdex.com rating to B for lieing to the cutomers
Thank you for helping us!
Final Business Response /* (4000, 9, 2015/04/07) */
Nowhere in our Terms and Conditions does it state that we will reimburse customers for personal time spent working on a claim
Also, as per our Terms and Conditions, we are not obligated to reimburse the consumer for shipping costs incurred when working with the manufacturer for a manufacturer's warranty repairWe do this as a courtesy to our customers
Final Consumer Response /* (4200, 11, 2015/04/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Revdex.com Representative,
Please do thru my notes, I have spent endless time due to Square Trade's poor business practicesThey are more interested in lying and continue lying to customersSquare Trade tried to kill time and hoped customers forgot their extend warranty coverage that was paid with their products purchasedWhy do customers pay for extend warranty when their product is still under manufacture warranty? Below is an email that I received from their company on November 23, as follow:
beginning of email message received on 11/23/
What next? Following up on your case #XXXXXXXXXX
SquareTrade Warranties (***@squaretrade.com)
11/23/
To: ***@hotmail.com
***@squaretrade.com
Dear ***,
It appears that your item is still covered by the manufacturerYour SquareTrade plan covers your item after the manufacturer's warranty expires when you really need protectionContact the manufacturer to get help with this issue through your free manufacturer's warrantyWe'll reimburse you (within reason) for any shipping costs
Questions? Call us anytime at 1-877-WARRANTY
Sincerely,
The SquareTrade Team
end of email message
Because of Square Trade's poor business practices, I am seeking Square Trade pays at least $for my endless time contacting, follow up, and waiting for the reimbursement claim that was submitted over three months agoAlso, Revdex.com should re-evaluate Square Trade bussiness conduct and lower their Revdex.com rating to B for their deceitful act

This company took weeks o repair my laptop and sent it back without windows installed When I called to request instructions on how to make it functional again, they told me I did not send in the proper cds None were requested when I sent the laptop in; however, now Square Trade keeps sending me to the manufacturer and the manufacturer says to call Square Trade They honor parts of their agreements but do not follow through at all It came back to me with a note saying it was fully functional Obviously our views of functional differ
I recommend the leadership of this company examine how they are delivering services to the customers and stop using call center employees that read scripts and repeat the same information again and again
Very disappointed with this company

Initial Business Response /* (1000, 5, 2014/04/03) */
Hi ***,
I am *** *** the Resolution Manager at SquareTrade
I am sorry for the confusionSquareTrade has always started our warranty coverage from the date of purchase, not after the manufacturer's warranty endsThe reason
for this, is not every manufacturer offer a year warranty, and the SquareTrade coverage offers more protectionFor instance, we offer coverage for power surge and lightning strikes, which most manufacturers will notIn your case, we also offer protection against drops and spills, which is not covered by manufacturersSo, you do get value for your warranty, but I understand that if the store management had messaged our coverage to you incorrectly, then your expectations have not been met
I will have a training supervisor contact your store to provide additional training
I also see that you've been refunded by the store for your warranty, so this case should be all setIf not, please let me know and I'll help you sort this out
Regards,
*** ***

Initial Business Response /* (1000, 6, 2015/03/26) */
We are sorry the consumer had issues with the replacement phone
As agreed we have processed a refundThere was an internal delay in processing the checkWe have re-processed the check and are shipping the check overnight
Initial Consumer Rebuttal /* (2000, 8, 2015/03/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received a check for $99.99, as promised by the SquareTrade, IncThey lived up to their promise

Initial Business Response /* (1000, 6, 2015/03/05) */
We are sorry the consumer had an issue with our warranties
Warranties are set up for specific productsThe warranties the consumer purchased were not for specifically tablets but for general consumer electronicsIt looks as if the
specialist at SquareTrade did not follow up with the consumer to ensure the correct category for the warranty was sold
We do consider tablets as "consumer electronics" as well and will honor the consumer's warrantiesWe have contacted the consumer so they understand this
We are following up with the information the consumer gave us to confirm that the email does belong to a SquareTrade specialist

Initial Business Response /* (4000, 8, 2015/01/19) */
We are sorry the consumer is experiencing an issue but according to our records we made a payment to the online account we have on file
We are corresponding with the consumer to confirm that we have the correct account
Initial Consumer Rebuttal /* (2000, 10, 2015/01/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Took several weeks of badgering before they would do somethingOnly did so when I contacted the Revdex.com

Initial Business Response /* (1000, 5, 2015/08/27) */
We are sorry the consumer had issues with their device
The claim was not processed as we were waiting for the purchase receipt to be receivedWe are unable to process claims without the purchase receipt because we need to have
documentation to confirm the price, date of purchase and what device was purchasedWe did make an exception in this case and once we updated the account to show that we would make the exception the system informed the consumer (erroneously) that the receipt was received
For reasons unknown to us our attempts to contact the consumer failedDue to not having any response the claim was not processed
We will not attempt a repair at this point but will payout the consumer the warranty value of the washer
We have contacted the consumer to let them know we have approved and are processing the claim

Initial Business Response /* (1000, 5, 2015/03/05) */
We are sorry the consumer had issues with their phone
One of our repair options is to send a replacement phone to the consumer, if availableWe currently do not have the iPhone available for replacementIn this case we would offer
sending the phone to our depot for repair or having the customer find a local repair shop, have the repair done and reimburse them the full cost of repairAt this point we have processed the claim for a local repair and the consumer's payment is being processed
The experience the consumer had, however, was not the kind that we want our customer's to haveWe are going to refund the deductible the consumer paid as an apology for the poor experience

Initial Business Response /* (1000, 8, 2014/10/02) */
We are sorry the customer experienced the delay in receiving the check however we cannot control the Postal Service or be able to guarantee their deliveryWe processed an overnight check for the customer and he received it the day after
he placed this complaint
Initial Consumer Rebuttal /* (2000, 11, 2014/10/06) */
I finally got the check after another department got involved the others that checked on it did not even check the address it was to mailed to it was wrong if they would have checked the address it would have been solved in the first time

I purchased a tablet at Sam's club, and of course they convenience you to purchase the year warranty packet that covers all damages & cracksSO I DID Unknown to me it really wasn't a two year warranty It was a ONE TIME FIX warranty We all know, kids a extremely rough with electronics and they tend to drop things (which is why I purchased the warranty) They fixed my cracked screen ONE time The next time I call to file a claim they tell me I've REACHED MY LIMIT! WHAT! I've only had this item fixed ONE time The customer service agent tells me "Ma'am it is a two year warranty and something went wrong in that two years we've fixed it once now there isn't anything we can do about Sorry your case has been closed and your warranty has expired!" WOOOOOW Never again I was scammed out of my money Had I known this I would have never purchased any electronics from SAM's CLUB or any place that offers SQUARE TRADE as their WARRANTY NEVER AGAIN

Initial Business Response /* (1000, 5, 2015/12/28) */
We apologize the consumer experienced difficulties uploading the proof of purchase
The consumer has been contacted via email and by phone to resolve the complaintWe are awaiting a response
Initial Consumer Rebuttal /*
(3000, 7, 2016/01/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Got a refund for warranty from place of purchase (*** Club) with no problemsAttempted to contact Squaretrade back after not being able to talk to them (after 9pm local time),got a mesg in the Revdex.com complaint department that they would call back before hrsHave not heard back from them after a weekStill don't have a warranty on my *** due to Squaretrade's poor business handlingHope nothing happens to my phones before they are paid for fullySquaretrade has done nothing to correct their actions
Final Business Response /* (4000, 9, 2016/01/21) */
We have contacted the consumer several times via email & by phone but with no responseThe warranty is currently active and on his accountWe do NOT require any form of registration for this particular reseller's warrantiesThe proof of purchase is only needed at the time of filing a claim

Initial Business Response /* (1000, 5, 2015/11/18) */
We apologize the consumer had issue with their device
The consumer has been contacted and agreed to the suggested resolution
Initial Consumer Rebuttal /* (3000, 7, 2015/11/20) */
(The consumer indicated he/she DID NOT
accept the response from the business.)
I haven't been notified they received the returned defective phone nor that a payment has been sent to my paypal, I did receive a call from square trades conflict resolution deptafter I filed complaintI will state it is resolved when resolution is completePayment received
Final Consumer Response /* (2000, 10, 2015/11/24) */
I received the check for $in the mail ( even though suppose to go to PayPal) sit my issue is resolvedThank you Revdex.com because I was getting nowhere by mysel; many lengthy phone calls (holds), trips to repair shops and months worth of messed up refurbished phones

I bought a Samsung TV from Costco years ago with an extended warrenty from SquaretradeI had all the receipts from the purchase as well as a copy of the agreementThe TV was hung in a florida room totally underroof and glass wallsThe TV would not turn on or power upSquaretrade would not authorise a repair but Samsung told Costco they would have repaired it if their warranty was in effectSquaretrade claimed their coverage mirrors the coverage of the manufacturer.NOT TRUEThey have refused to authorize a repairThe other point is why does Revdex.com give Squaretrade an A+ rating with 75% of the reviews are negativedo not buy this warrantyHave been fighting with them and about to give up

Your warranty service sucks big time! Received an email that my replacement phone would be arriving in 2-business days That was 4-business days ago! I have been on the phone now on hold for overminutes and counting which is ridiculous~! I think Square Trade outsources their phone service as well