SquareTrade, Inc.

Initial Business Response /* (1000, 5, 2015/08/12) */
There is usually a manufacturer's warranty, however there are many times a manufacturer will not cover an issue. For example if a device is damaged the manufacturer will not repair the device. If the warranty has the accidental damage...

coverage SquareTrade will repair the device.
If the manufacturer requires the customer send the device in for repair under their warranty many manufacturers do not cover the shipping costs. SquareTrade will reimburse the customer those costs.
Also there are manufacturers that do not have coverage for the full first year. Some have only 90 day warranties.
Many times SquareTrade will repair a device that the manufacturer will not repair as they deem it no a manufacture defect but the issue is not due to damage.
Starting the warranty on the purchase date of the item protects the consumer from these issues.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Well let me start out by saying.although some of what they stated me b true,but as a consumer I should have been advised as thete practice prior of buying a 3yr warranty.however if I damage the product shame on me they nor square trade isn't going to repair it either.this is a Sony Radio n they are a very reputable company that stands behind there products.there not a fly by night company.also they have authorized dealers every where including the place that installed the radio.so once again if I was informed that I was/they were piggy backing off the manufacturing warranty then it's actually a 2yr warranty.I still find it unfair to the consumer.it should b stated in there policy were I have a choice if I still want to buy their warranty.just saying it's unfair practice
Sincerel
Mr [redacted]
Final Business Response /* (4000, 9, 2015/08/25) */
In the Terms and Condition the start date and end date of the warranty is stated. If there is any doubt the consumer can all ways contact us for clarification. As in any case if the warranty is not what the consumer wanted we will cancel the warranty and give the consumer a full refund.
Final Consumer Response /* (2000, 11, 2015/08/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted]I am rejecting this response because:
Awaiting reimbursement then will accept that the issue is settled. 
Sincerely,[redacted]

Revdex.com:I have reviewed the response made by the business in reference to undefined ContextualSpelling" id=7 data-gr-id="7">complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2014/10/15) */
We are sorry the customer experience problems with their equipment. We do attempt repairs on all items before we do a payout. In this case the consumer has had multiple failures on the equipment. Based on our "No Lemon" policy we paid the...

consumer the price paid for the unit.

Initial Business Response /* (1000, 5, 2014/07/08) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I am sorry for the delay on this case. I'll follow up with our service manager to make sure these delays do not happen in the future.
I see from our notes that...

one of our agents have been approved to move your claim to a payout for you. You should be all set on the computer.
If you need anything else, please do not hesitate to call us.
Regards,
[redacted]

After reviewing the re-seller website a warranty for an eligible refurbished item would be offered at the time of checkout only.  The consumer purchased a free standing warranty through the website where only new item warranties are available.

Excellent services

I have had them call me twice. Both times from some guy in Pakistan. I've submitted my paperwork three times. After a week it's still "pending". This company fails to live up to its own hype.

Initial Business Response /* (1000, 5, 2015/11/25) */
We apologize the consumer experienced issues with their device.
Our records indicate that a manager has already resolved this case by waiving the deductible and reissuing the consumer a replacement phone.

This is the worst insurance company a total nightmare don't buy it's a wast of your money!, they are fraudulent, an untruthfully to the customer, My TV got damage and they send me a smaller cheaper brand TV which was also damaged, I called them to address the issue but they just promise that a Supervisor will call back but that never happened, I have been given the run around for about 4 months finally a senior tech call me to tell me they wont replace the damage TV be Aware it's a scam.

Initial Business Response /* (1000, 5, 2015/05/06) */
We are sorry the consumer had issues with their warranty.
There are problems with our billing system that we are aware of and are addressing. This consumer's warranty was cancelled through no fault of their own. They system automatically...

emails our consumer to let them know to contact us to make sure the warranty does not get cancelled but sometimes there are system issues and the email does not get sent.
We have reinstated the warranty. We are in communication with the customer to let them know the warranty is active.

Initial Business Response /* (1000, 5, 2015/11/12) */
We apologize that the consumer experienced issues with their device.
The consumer has been contacted and we are currently awaiting a response to move forward.

Initial Business Response /* (1000, 5, 2015/07/01) */
We are sorry the consumer did not get the proper information to get reimbursed for his repair.
We do want our consumers to have a positive experience. We are in contact with the consumer so we can hear the call he had, forward it to the...

proper department (and manager) to address the poor service they received.

We are sorry for any issues the consumer has had with their device.   The consumers device has been recieved and a check processed to reimburse the item price.  A check has also been processed to reimburse the consumer for the warranty cost.

We are sorry for any issues the consumer has experienced. A check for reimbursement of the consumer's warranty price has been processed and mailed.

We are sorry for any issues the consumer had with their device. When purchasing a warranty from SquareTrade direct or through a resell partner the item condition stated on the warranty must match the actual condition of the item.  The consumer purchased a...

refurbished product with a new item warranty.  The correct warranty for the item would have been available for the consumer to purchase at the time of checkout, or free standing and labeled as refurbished.

Initial Business Response /* (1000, 5, 2015/08/17) */
We are sorry the consumer had delays in the processing of his payment.
We had a problem with our accounting system and many payouts did not get processed in an appropriate amount of time. We have addressed the issue and this consumer was...

emailed a reimbursement on August 14.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/19) */
The claim was paid on 8/14/2015. I received a phone call from SquareTrade to follow up on the complaint. Though no additional compensation was provided for the onerous process, I appreciated the personal touch.

Initial Business Response /* (1000, 5, 2015/11/10) */
We apologize the consumer had issues with their device. The consumer has left derogatory messages and been verbally abusive to staff members while working with us to resolve his concerns. We would like to resolve the consumer's complaint...

in a professional manner.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This lowlife sm company has no respect for its customers and deserves much more invective than I have proffered.
The lowlifes are obfuscating the issue but say nothing about my entitled refund.
I demand my full refund and then I want them to implode. DO NOT MARK THIS COMPLAINT AS RESOLVED!!!!!!
Final Business Response /* (4000, 9, 2015/11/19) */
Our records indicate that the consumer's warranty has not been cancelled and is still active.
We have tried to reach him via phone and email to confirm how he would like to move forward but we have not received a response.

Initial Business Response /* (1000, 5, 2015/05/14) */
We are sorry the consumer had issues with their warranty.
Although our system did receive the emailed receipt and added it to the warranty file it does still require someone to verify the receipt. We don't know why the consumer did not...

try and call one of our Specialists to file a claim. They would have been able to log the receipt and proceed with their claim. The receipt was verified and now the consumer can file a claim.
One thing we did notice on the receipt the warranty coverage sold to the consumer is less than the amount the consumer paid for the device being covered. If the claim is approved (there is no obvious reason it should not be) we would do a full payout of $299.99, $50.00 less than what the consumer paid for the device. Our Terms and Conditions only will allow us to payout the maximum of the warranty value. The receipt clearly shows the warranty value is "under $300.00". This should be resolved between the seller of the warranty and the consumer.

Initial Business Response /* (1000, 6, 2015/05/28) */
We are sorry the consumer had issues with receiving their reimbursement. There is no excuse for the delay. The payment via check had subsequently been sent and received by the consumer. We reached out to the consumer to inquire about...

status and left a message to contact me directly, if issue unresolved.
Initial Consumer Rebuttal /* (3000, 8, 2015/05/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I totally agree that this claim took WAY to long. Not only am I speaking about the amount of months to receive the promised check but also the amount of hours that I spent on the phone being promised the check, the number of phone calls that I had to make, the time I could have spent doing a million other things.
I found an article online of an interview with CEO [redacted] and one of the things he said was:
Another thing they have introduced is a 5-day service guarantee where if they haven't fixed or refunded or addressed a customers warranty issue within 5 days then they'll refund their warranty fee. That is a tangible and measurable service promise that didn't exist in the warranty industry before they came along.
http://www.[redacted]/
Based on this information I think it is more than reasonable in my caser to refund the money that I paid for this warranty.
I want to mention that I have been having some phone issues so this may have just been a phone thing but I didn't receive a message from Square trade. Also, I called the number listed on the complaint in hope that I could have this discussion directly with [redacted] however there was no voicemail for that line.
Thank you all for your attention to this matter,
[redacted]
XXX-XXX-XXXX
Final Consumer Response /* (3000, 24, 2015/06/17) */
I had requested that this complaint not be closed because it took so very long for squaretrade to send me the first check that they promised me, I was leery of them doing the same. As of 06/16/2015 I have yet to receive the promised refund of the price of this warranty. Please reopen this claim so that hopefully they will honor their word.
Final Business Response /* (4000, 26, 2015/06/18) */
We are sorry the consumer experienced a delay in receiving the first reimbursement. The second payment, for the warranty refund, was processed by accounting and is on its way to the consumer.