SquareTrade, Inc.

Initial Business Response /* (1000, 5, 2015/05/25) */
We are sorry the consumer had issues with their device.
Our depot was able to evaluate the unit within a day and knew that it was beyond economic repair. We processed the check payment on that day. The check normally takes 7 - 10...

business days to be received by the consumer. The consumer should receive the check by May 29.
We have emailed the consumer to inform them on the delivery date of the check and what to do if the check does not reach the consumer by May 29.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted]I am rejecting this response because: If you enter into a contract you should stand behind it! And you accepted this contract.
1. They didn't specify the purchase needed to be at [redacted] when I purchased the warranty. 2. If they rejected the warranty they should have done it at the time of purchase and refunded the purchase, with an explanation as to why they rejected the contract. 3. They accepted the contract and need to stand behind it. 4. They accepted the claim and tried to replace the product prior to deciding to reject the claim. I  work for a major insurance company and if we write a policy and then determine we will not accept the policy in underwriting we refund all that was paid and cover the customer from the write date to the decline date and if there is a claim in that time frame, we pay it! But we are regulated by the insurance commission unlike these extended warranty companies (who should be). This company keeps repeating the same reply and I believe hasn't even escalated it to management for review and reconsideration. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2014/07/28) */
Hi [redacted],
I am [redacted],the Resolution Manager at SquareTrade.
I am sorry for the confusion on this case. You're right, the replacement board is probably what's causing the issue with the audit. I'll get this straightened out and...

get you paid.
I'll also refund the deductible as you requested. Given the time spent on this, I think that is a reasonable request. Please give me a few days to get both the payout and refund sent to your PayPal account.
Thank you,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their response for the following reason their have not address why they quoted a refund for a phone that does not have the same feature i.e. S3 32gb model that I insured with them vs. a S3 16gb phone. Also they have told me numerous times they were going to refund the money as evidenced by the emails and stated paypal was the fastest yet I not received any monies at this time. I am left without a phone and still must pay a monthly carrier bill for a phone I do not have, waiting for this to be resolved. I have received many promises by phone and email that have not been followed through. I have no confidence in what they say.

The consumers warranty was purchased incorrectly.  After reviewing the re seller website we have taken note of how some confusion could have occurred and are going to make a one time exception to process a reimbursement for the consumer.

We apologize to the consumer for the delay.Per our terms and agreements, the consumer is responsible for providing us with a complete copy of proof of purchase. We did in fact receive the proof of purchase and our claim specialist were unable to view it due to it being a .msg file. Our...

Resolution Team was able to open view the proof of purchase to process a new claim. We have reached out to the consumer to discuss resolution options.

Initial Business Response /* (1000, 5, 2015/06/22) */
We are sorry the consumer had issues with their device.
We will process a claim as long as it is filed prior to the expiration date of the warranty. We apologize for the delay this consumer has experienced. They deserve a full payout as...

they have expected.
Sometimes when a receipt is sent it does not get processed properly. We believe this is what happened in this case.
The claim has been processed and an approval email with the label to return the unit to us was emailed on June 17. Once the consumer sends the camera to us we will send them a check for the price of the camera.
Initial Consumer Rebuttal /* (3000, 13, 2015/07/14) */
I was informed by Square Trade as of 6/22/15 that they would send me a check refunding me the complete cost of the camera, as per the terms of our warranty. They had already sent me a shipping label with which to return the camera, which I promptly shipped.
They reported the check would be received within 6-10 business days, even prior to their receipt of the camera, contrary to their initial response to the Revdex.com complaint. From my 6/22/15 email with a member of their customer support team:
"According to our records you have received the approval email with the shipping label attached. Please affix the label to a box and send the broken camera to us. Normally we would wait until we received the camera before we process your payment but because of the delay you experienced we are going to start the payment process before that time. You should receive a check in 7 - 10 business days, around July 6."
However, it is now 7/10/15, 13 full business days, and I have yet to receive anything at the address at the updated contact information I also provided them. I would appreciate this claim being left open until reception of the check.
Final Business Response /* (4000, 15, 2015/07/16) */
We apologize for the delay the consumer experienced in receiving the payment. We do not have an explanation as to why. We have resent the payment overnight. According to the shipper's tracking number the check was delivered on 7/15/2015.
Final Consumer Response /* (2000, 17, 2015/07/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We have received & cashed the check as of 7/16/15, and appreciate the response by Square Trade in resolving this longstanding dispute.
Cheers,
[redacted]

Initial Business Response /* (1000, 7, 2015/05/07) */
We are sorry the consumer had issues with their tablets.
All of these claims would be considered one claim as the replacement device isn't working, including the issue of the tablet we sent not having the same amount of memory. We are...

sorry the consumer was misinformed on a number of items. The four claims per warranty is in regards to cell phones and does not apply to tablets.
Our managers do try to call back as soon as they can however sometimes that is not possible.
Our terms and conditions state that:
"at Our discretion, We will either:
A. Repair Your Product, or;
B. Provide a cash settlement or a Gift Card reflecting the replacement cost of a new product of equal features and functionality up to the Coverage Amount, or;
C. Replace Your Product with a product of like, kind, quality and functionality."
We did not fulfill our commitment of "like, kind, quality and functionality". We are processing the claim and are sending the consumer the correct tablet.

Initial Business Response /* (1000, 5, 2014/04/16) */
Hi [redacted],
I am [redacted] the Resolution Manager at SquareTrade. I am sorry for the delayed response on this case. I was doublechecking with our repair shop on this case and had been awaiting their response.
I apologize for the...

way the unit was sent back to you. The depot's explanation is that since the unit was not repairable, they felt it was not necessary to replace the screws in case you needed to verify the condition of the unit. If you wish, I can provide free shipping to have it sent back for a tech to replace the screws for you.
Unfortunately, we will not be repairing this unit because there is evidence of liquid damage in the unit and that is not covered under our warranty. If you want to ship it back to us, please let me know and [redacted]@squaretrade.com and I'll request a shipping kit for you.
Regards,
[redacted]

Initial Business Response /* (1000, 5, 2015/12/11) */
We apologize for the issue the consumer experienced with their device.
The consumer has been contacted to resolve the claim. Our records determined the consumer purchased a plan that does not cover Accidental Damage from Handling. We...

are requesting pictures in order to determine the type of damage sustained to the device.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response because I have sent pictures twice and I never heard back. Actually I was ignored when I emailed for updates hence the reason I am filling the complaint. The issue is not with coverage it is with a manufacturer flaw on the S5. There is a lot of documentation on it.
Final Business Response /* (4000, 9, 2015/12/24) */
We have requested the consumer send pictures of the crack in the phone to verify the damage. Once the damage has been evaluated we can move forward with an appropriate resolution.
Final Consumer Response /* (4200, 11, 2015/12/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Have already done this twice before with no response. Also asked for follow ups and was ignored.

Initial Business Response /* (1000, 5, 2015/12/17) */
We apologize for the issue the consumer experienced with their device.
Our records indicate the consumer has been in contact with a Resolutions Specialist and the claim has been approved for local repair. Once we have the invoice the...

consumer will be promptly reimbursed.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am still in the process of trying to get my computer fixed. I have not been able to drive to get out to get it fixed, so I called to change the repair method. A short time after I filed this complaint to personally handle my claim, one of their representatives in customer care personally called me. He worked with me, and even refunded my original warranty fee as a good faith gesture. Unfortunately, when I tried to call him to update my request, it took me a few tries to reach him. His outgoing message never said he was on vacation hours etc. I finally reached him on the last try when I tried calling him from a different phone number (I hope my calls were not being screened). I also became concerned about being reimbursed quickly if I decided to get the computer fixed by a certified computer repair shop. So not being able to get out to get it fixed worked out. I called last Wednesday, XX-XX-XX to get a box to send it to them for repair sent to me, and I am still waiting on that box and today is 1-4-16. That is where we are at this point. This issue is not resolved; but I will continue to report on the process.
Final Business Response /* (4000, 9, 2016/01/14) */
The consumer's claim has been approved for payout & the check was initiated for processing on 1/12/2016. She can expect to receive it in 7-10 business days.

We apologize to the consumer for the delay.The consumer has reached out to one of our Floor Supervisors. As a one time exception the Floor Supervisor provided a 30% off up to $30 coupon. Unfortunately the coupon did not work and the supervisor reimbursed the consumer they 30% off up to $30....

Initial Business Response /* (1000, 5, 2014/07/14) */
Hi Mr. [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I am sorry for the delay, but based on our notes here, I see that our claims process had referred you to HTC due to how recent the unit was purchased. I don't see...

any further contact on that claim. If you had sent in an email to us, unless the email was in response to one of our emails, it might not have made it through our spam filters. I apologize about that.
I'll request a senior mobile agent contact you to offer assistance. Although in this case, since the phone is working and it seems like the loss of your 4G connection was due to a system update, this might be something T-Mobile will ultimately have to assist you with. But our mobile agent will try to assist you with this too.
Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello [redacted], I did call T-Mobile and they have replaced the Sim and done other tests and have cleared their position, the 4G radios on the phone have fried and this phone must be replaced in order to get 4G services.
I called HTC and their customer service has clearly told me that any phone bought from ebay is not covered under any warranty.
Finally, if I do not a replacement/refund from Square Trade, I will be left with no choice but to take Square Trade and eBay to small claims court.
Final Business Response /* (4000, 9, 2014/07/16) */
Hi Mr. [redacted],
Once we've determined the cause of your phone's defect, we'll proceed with repair. SquareTrade's warranty for you is a repair contract, in cases where we can not repair, we will offer to reimburse you the full purchase price of the unit.
Payout and repair options are determined by a professional cellphone technician.
We will do our best to assist you with this process.
Regards,
[redacted]
Final Consumer Response /* (4200, 11, 2014/07/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
so let's start the process, send me a claim number and the details as to where I would send the phone.

Initial Business Response /* (1000, 5, 2014/11/06) */
We are so sorry about your experience regarding your claim.
I noticed that one of our senior representatives has contacted you and has resolved the issue. We thank you for your patience regarding this and sincerely apologize for the...

delay leading up to today.

Initial Business Response /* (1000, 5, 2015/07/01) */
We are sorry the consumer had such a delay in their repair.
Our system procedures changed from the first claim to the second claim which caused the device to be shipped to the incorrect location. This is the period of time that the...

system showed the device as being lost. It actually was in transit to the correct repair location.
Due to the extended delay the consumer experienced we are paying them what they paid for the device.

Initial Business Response /* (1000, 5, 2015/12/03) */
We apologize the consumer experienced issues with their device. Our records indicate the consumer has spoken to management and they agreed to an appropriate resolution. The consumer has been contacted but we have not received a...

response.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The manager contacted me and said they will give us a full refund. He said that he would send an affidavit by email. I was assured that it would be emailed to me immediately. To date we still have not received the affidavit and I emailed the supervisor but he hasn't responded.
Final Business Response /* (4000, 18, 2016/01/13) */
The consumer's check was processed on 12/30/2015. It appears to be a delay due to the holiday. We are requesting the consumer wait the standard 7-10 business days (1/15/16) it takes to receive the check. We will reach out to the consumer on 1/15/2016 to confirm delivery of the check.
Final Consumer Response /* (4200, 22, 2016/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The December 30, 2015 they claim to have sent was the second check issued. We were told that on 12/9/15, they sent a check which never reached us. Then I called to follow up and on 1/6/16 and was told a replacement check was sent on 12/30/15, and to call back the following week if we didn't receive the check. On 1/12/16 I called and spoke with Liam he said that actually the check was sent out on 12/31/15 and if we didn't get it by the 13th, they would issue another check and send it out via fed ex. He said their policy is that if check doesn't arrive on 2nd mailing, they send it fed ex. I called back on 1/13/16 and spoke with[redacted] in the resolution dept xt. 1753 and he said that we had to wait until 1/15/16 and if check didn't arrive they would send out another check. However, he said that I was given erroneous information that they do not send out checks overnight or in any way that can be tracked. His solution was to send it to another address. I told him that sending it to a different address is not an option. This is a law firm with only one location. I would like another check to be sent via overnight. There is nothing wrong with our address, everything else gets here. Square Trade is either not telling the truth about check being sent or there's a problem in their mail dept.

Complaint: [redacted]I am rejecting this response because:  The panel had already failed prior to the scratch on the TV.  The panel has no physical damage; the two items are not related.  The reason we bough the warranty was our last big screen had a panel go out and replacing them is cost prohibitive.  We feel the company is trying to cloud the issue by referring to the scratch to avoid the payout of the TV (panel replacement is cost prohibitive).  Sincerely,[redacted]

I bought a roomba through Sam's club and was conned into the 4 year warranty. At the time, they told me everything was covered. After a year of use, part of the hardware on the roomba stopped working. I filed a claim.
I was told that the only thing this warranty covered was the motor. If that was working, it doesn't matter what else wasn't working, they couldn't help. To add insult to injury, they were initially only going to refund me the prorated portion of this worthless warranty.
They got a pretty good scam going. If nothing goes wrong, they keep your money. If something goes wrong, they tell you that portion isn't covered and keep part of your money.

We apologize to the consumer for the confusion.Our warranties cover normal wear and tear, mechanical, and electrical failures. We do see this as valid wear and tear issue. We have also reached out to the specialist for retraining, so this does not happen again. We are also reimbursing the...

consumer for the purchase price of the item in a form of a check that should arrive within the next 7-10 business days.

Initial Business Response /* (1000, 5, 2015/03/19) */
We are sorry [redacted] consumer had these issues with [redacted] transfer of [redacted] warranty.
As per our terms and conditions warranties cannot be transferred between devices. Because of [redacted] circumstances in this case we were able to create a warranty...

that would cover [redacted] replacement TV at [redacted] proper amount.
We are in contact with [redacted] consumer to let them know their warranty is in place.

Initial Business Response /* (1000, 5, 2015/04/07) */
We are sorry the consumer did not purchase the correct warranty.
The warranty was purchased online by the consumer following the directions given to them based on the links of the web page where the unit was purchased.
Because the...

process is not clear SquareTrade is going to make a one-time exception, honor the warranty and pay the consumer out. We have contacted the consumer and made them aware of it.
Initial Consumer Rebuttal /* (2000, 7, 2015/04/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted] C of Square Trade called me and actually understood the problem and frustration of the situation. To make things fast and easier on me, they paid out the claim, something I was not asking for. They paid out quickly and followed up on this by at least one other person to make sure it was taken care of.