SquareTrade, Inc.

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

Initial Business Response /* (1000, 5, 2015/07/14) */
We are sorry the consumer had issues with their device
The payment for $was for a refund of the warranty based on our repair guarantee and not a payout of the deviceWe have resent that check and have sent a check in the amount
of $for the payout of the device
Initial Consumer Rebuttal /* (2000, 7, 2015/07/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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, 11, 2015/02/26) */
We have resolved this issue with the consumer by reimbursing for the repairs
Initial Consumer Rebuttal /* (3000, 13, 2015/02/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their
response is not acceptable for the way I was treated by squaretrades staff for over weeksI was expecting Squaretrade to be accountable on how they treat consumersStill to this date all my calls have to through legalThe legal department only communicates through emailI was assured my future contacts would go through smoothI just received one email from legal, I replied and they never respondedI was expecting that a company that size and well reviewed would be held accountable and admit the way I was treated wrong and hopefully no other consumer would have to go through what I had to experience
Final Business Response /* (4000, 15, 2015/03/09) */
We are sorry the consumer had issues
Upon reviewing the claim we found there were some irregularitiesAfter doing our due diligence we were able to resolve those and did approve the claims and fulfilled our obligations as per the Terms and Conditions of the warranties

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

Initial Business Response /* (1000, 5, 2014/07/08) */
Hi Mr ***,
I am *** ***, the Resolution Manager at SquareTrade
I apologize for the delay on this caseThe agents you had been in contact with needed to work with our accounting department to determine what happened with your
refund
According to our accounting team, we had processed a refund check to you in December of last year and it was cashed on February at a BankFirst branchIf this sounds correct, we should be all set
If not, I'll help you investigate and proceed with a fraud complaint to recover the funds for you
I'll have someone contact you to provide you with a copy of the cashed check for your reference
Regards,
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2014/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please provide the address it was shipped to and an image of the check front and back
Final Business Response /* (4000, 9, 2014/07/14) */
Hi Mr***,
I'll email it directly to youFor security reasons, I did not feel it appropriate to upload to the Revdex.com
Please review and let me know if you need help following up on this
Regards,
*** ***

We purchased a Square Trade year warranty for $through an Office Supply Store for our new Lenovo Laptop computerThe representative stated that is there are an problems/ defects with this product to please contact Square Trade
Our computer had a defective crack on it's exterior case and we proceeded to contact Square TradeThe representative statement was, "Square Trade is not responsible for accidents due to owner negligence." Our response was that this crack was near the hinge and has numerous other complaints against the manufacturer for inferior defective material
Square Trade immediately closed the case and state there is nothing more they will do, even if the product is under warrantyAs a costumer of Square Trade they are not holding up to why consumers purchase warrantiesThe management needs to evaluate its warranty agreements and how to properly handle honest consumer complaints

Initial Business Response /* (1000, 5, 2016/01/15) */
We apologize for the issue the consumer experiencedThis complaint has already been escalated to a Resolution Specialist and the consumer's reimbursement for the sales tax is being processed
Initial Consumer Rebuttal /* (2000,
7, 2016/01/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have spoke with a manager of square trade and they honored their promise I just received the refund check for my sales tax and its resolved for my end

Initial Business Response /* (1000, 5, 2015/01/19) */
We are sorry the consumer had the unsatisfactory experience they had
When the specialist is asked to look further into an issue they are supposed to request photos to better evaluate the problemIf this was done in this case the
specialist would have been able to see that the issue was not due to damageThe fact that the issue was not due to damage has been confirmed as the manufacturer took the claim and resolved the issue, no manufacturer warranty has the accidental coverageWe are working with the consumer to give them a personal contact so that if there are issues in the future the consumer will have a single point of contact
The repair done by the manufacturer in no way affects the extended SquareTrade warrantyIt is still in place at its full value
Also due to the customer not having a positive experience when dealing with SquareTrade we are making an exception and doing a one-time refund of the warranty
Initial Consumer Rebuttal /* (3000, 7, 2015/02/04) */
***,
I would like to follow up on my original complaint, but am still in contact with Square Trade The issue is not completely squared away but I believe it will be by the end of the week*** from Square Trade mentions (in his email response) issuing a refund check which I did not receiveHe has told me that one will be issued tomorrow and I should receive it by FridayI was waiting to receive the check so that I can include it in my follow up to this case
Is it possible to extend the follow up response time for a few days to allow the check time to arrive? Thank you for your help much appreciated!
*** ***
Final Business Response /* (4000, 9, 2015/02/10) */
According to the tracking number for the check it was delivered on 2/

When I spoke to *** on 3/29/16, I was told to provide a copy of the system BIOS to prove that the tablet that I received was NOT minesI
provided this information to *** at his instruction.According to ***, the repair depot acknowledged that they made a mistake by issuing me someone else's tablet and that they would email me a prepaid shipping label to send back the replacement tabletI still have not received this from them.I was told that the Supervisor *** approved my full reimbursement of $1,given the circumstances

We are sorry for any issues the consumer had with their device. The consumer contacted SquareTrade to file a claim on their device after their warranty coverage ended In order for have a claim filed on their device the consumer must report the issue before the warranty end
date. Due to the consumer reporting the issue with their device after their coverage end date, SquareTrade will not be able to provide assistance

Initial Business Response /* (1000, 5, 2014/06/17) */
Hi ***,
I am *** ***, the Resolution Manager at SquareTrade
I am so sorry for the delay and hassle you've had on this claimI will review your calls and will proceed with corrective measures for the rude call you
indicated
I see from the notes on your account that ***, one of our social media specialists, has offered you a resolution already: a full reimbursement on your phone as well as a refund on your warrantyYou should be all set at this point
If you need anything else, please feel free to contact either *** or myself, at ***@squaretrade.com for assistance
Regards,
***
Initial Consumer Rebuttal /* (2000, 7, 2014/06/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
*** has worked to resolve this with me in a manner that I am satisfied with

Initial Business Response /* (1000, 5, 2015/04/08) */
We are sorry the consumer had an issue with their device
The consumer did state during the conversation when they were processing the proof of insurance (this is required for this type of warranty) that the screen was broken prior to
the purchaseOur Terms and Conditions state that we will not cover, "Any and all pre-existing conditions that occur prior to the Coverage Start Date of this Protection Plan"
However due to the consumer not understanding how the warranty works and our wiliness to work with the consumer so they have a positive experience we are going to approve this claim and payout the consumer
Initial Consumer Rebuttal /* (3000, 12, 2015/04/13) */
Called again today at 1:30pm EST and was told by a representative that there was a note placed two days ago on the 8th to call me today about this claim approval/payoutNot sure if ST is aware that I cannot use my phone, so when they don't give me a time window, they are basically asking me to sit at the house by my home phone when they are ready to call meI asked for ***'s extensionI was given his extension and a number which are as follows: *** (This number is claims support, which doesn't even have an option to enter in an extension)- *** (I will use this extension with the number I have been regularly calling)Just called itHe's out until the 14this the extension for the general mailbox for the resolution team that was left on his voicemail to contactWill update when I have more info
Final Consumer Response /* (2000, 16, 2015/04/14) */
Payout has been made in the amount of $Thank you everyone

Initial Business Response /* (1000, 5, 2015/08/17) */
We are sorry the consumer had issues with their chair
Many times the term "broke" is interpreted incorrectly by the system as an accidentIn this case there was no accident
We will process this claim normally and payout the consumer
what they paid for the itemWe have emailed the consumer the process for them to be reimbursed

We are sorry for a** confusion experienced during the claim process
" BACKGROUND->
SquareTrade requires an authorization form detailing a** repairs or replacement done before reimbursement can be sent to the consumer for a repair done locallyAccording to our records, all of the necessary information has been received and a reimbursement check has been issued to the consumer

Initial Business Response /* (1000, 5, 2014/10/02) */
We are sorry that the customer had so many delays in getting service. We have no control over what technicians are available in any area. Due to the delay in service we decided to settle with the customer by giving a full payout based on...

the price of the item.

Initial Business Response /* (1000, 8, 2015/01/21) */
We are sorry the consumer experienced this issue.
We do not know why the check was stopped but we are reprocessing the payment so the customer will receive the payment so we can track the sending of the check.
We are in communication...

with the customer to have this issue resolved.

Initial Business Response /* (1000, 6, 2014/07/29) */
Hi Mr [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I am sorry for the hassle you've had on this. The warranty you purchased was in error. But that was our fault, not yours. We will offer you the correct coverage...

amount of $999 at the price you paid for.
Unfortunately, this will take a few days for us to fix. One of our agents who spoke with you last week has already submitted a request to update the coverage amount on your warranty. He'll be in touch with you once this is finalized.
Give us another day or so on this, please.
Regards,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/30) */
We resolved the complaint on 7/27 with the consumer. I am forwarding you the approval email.
Don't miss important emails from SquareTrade. Add [redacted]@squaretrade.com to your address book.











...








Claim Number XXXXXXXXXXXX









Dear Pj,





Congrats! Your claim is approved, and you're eligible to receive a payment of $999.99. Here's what you need to do before we can release your payment:


















Your item will not be returned to you. Any data not backed up will be lost.
















Use a sturdy box and bubble wrap to pack your item. Pack only your item, its battery, and its charger/AC adapter.
















Click here
to print your free
FedEx shipping label, attach it to the box, and ship your item to us.















Once your item has been verified, we'll release your payment (can take up to 10 business days). If you have questions or want to schedule a call with one of our specialists, just visit squaretrade.com/help.





Sincerely,
The SquareTrade Team
ref:_00D306mMq._XXXXXr7WMa:ref

Complaint: [redacted]I am rejecting this response because:
I am NOT SATISFIED with this response. Mr. Hardy keeps stating that SquareTrade needs to troubleshoot my item before they can move my claim forward and yet they refuse to troubleshoot it. My dryer is a simple clothes dryer with a selector knob for the cycle and a button to push to start it. It has power but will not start. If SquareTrade's Appliance Team has any ideas about what simple thing I can try to help them further diagnose the issue then I don't understand why they would not just tell me their suggestions (i.e., troubleshoot it) and move things along. I have been asking after SquareTrade to fix my dryer for over a month now. I find it highly suspicious that the excuse they are giving me now to avoid providing service is that they suddenly cannot validate my serial number.Per the Magnuson–Moss Warranty Act and SquareTrade's own service agreement, I have no more duty, other than that of notification, to secure repair service for my warrantied item. I have more than fulfilled my part. For SquareTrade to continue to deny me service for my dryer is a breach not only of their own service agreement but also of federal law. I have filed additional complaints against SquareTrade, Inc. with the California and Florida Attorney Generals, the Federal Trade Commission, California's Department of Insurance, California's Department of Consumer Affairs, Florida's Department of Agriculture and Consumer Services, Florida's Office of Insurance Regulation, Florida's Department of Financial Services, and so on. I have also been busy collecting the contact information for SquareTrade's management team and executive directors. I will be emailing them to ask them exactly why my claim has been handled this way.To the Revdex.com, thank you for your assistance. I had hoped that by filing a Revdex.com complaint I would be able to have my complaint resolved by executive customer service, but the person they have assigned to handle Revdex.com complaints has shown a decided lack of judgement. Perhaps their legal team will be more responsive. In the interest of resolving things more expeditiously, I have filed a small claims suit against SquareTrade. You may close this complaint as NOT RESOLVED - CONSUMER DOES NOT ACCEPT company's response.