SquareTrade, Inc.

Initial Business Response /* (1000, 5, 2014/11/11) */
We are sorry the consumer had this issue with the payoutIt is within our Term and Conditions that we will not payout more than the purchase price for repairs over the life of the warrantyWe do feel that the consumer was unaware of
this and are willing to make an exception for the payout amountWe are in contact with the consumer to resolve this issue
Initial Consumer Rebuttal /* (2000, 7, 2014/11/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Excellent customer serviceThey refunded me the full amount of 850$ for the cost of laptop and I couldn't ask for any better service
To err is human but to rectify it is hallmark of great company!!
Keep it up squaretrade!!

Initial Business Response /* (1000, 5, 2015/05/28) */
We are sorry the consumer has issues with their device
As what is stated in the warranty, "Coverage Term: years, Coverage Start Date: 03/03/2013, Coverage End date: 03/03/2015"On new products all of our warranties start on a date
relative to the purchase date of the device, not on the end date of the manufacturer's warrantyThe first year is covered by both SquareTrade and the manufacturerIf the manufacturer does not cover an issue SquareTrade would see if we could help the consumer (SquareTrade does not cover lost or stolen devices or software issues)As an example a consumer could have issues caused by an accident, something the manufacturer would not cover, we would cover the issue, from the first day of the warrantyIf a warranty is not used it does not extend the warranty by that period of timeThe warranty period is what is stated in the warranty, regardless if it has been used or notEven if there was not an accident the first year the coverage was still in placeWe cannot adjust the warranty period based on non-usage
The only thing we can offer the consumer is a full refund of the warranty, even though normally the fact that this warranty has expired would not allow us to process a refundWe are offering this because the consumer did not understand how the warranty works
We have emailed the customer explaining the warranty and offering a refund on the warranty price
Initial Consumer Rebuttal /* (2000, 7, 2015/06/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept a refund of the full price of the warrantyThank you for your assistance in this matter
Final Consumer Response /* (3000, 12, 2015/07/14) */
I noticed that this complaint has been closed, however to date (7/3/15), I have NOT received a refund of my purchase price from SquareTradeMy complaint was marked closed stating that I hadThis is incorrect, as I did not indicate that I had RECEIVED a refund, only that I would ACCEPT a refund
Final Business Response /* (4000, 14, 2015/07/16) */
We apologize for the misunderstanding we had with the consumer
We were waiting for the consumer to confirm the address to send the check and then we would be sending the check
We did receive the confirmation and we are sending a check, overnight, to the consumerWe expect the check will be received on Friday July

Initial Business Response /* (1000, 5, 2015/12/29) */
We apologize for the issue the consumer experienced with their deviceIf a repaired device malfunctions within days the consumer can contact us to have the item repaired and the deductible is waivedThe consumer contacted us after
the day period and as stated in the terms & conditions there is a $deductible for every claim filedThe consumer has been contacted via email & by phone to resolve this complaint

Initial Business Response /* (1000, 5, 2015/03/19) */
We are sorry the consumer had such a delay in the process
We have offered her a direct contact information so if she has issues like these in the future we should be able to process her requests in a better way
Initial
Consumer Rebuttal /* (2000, 7, 2015/03/19) */
Yes, the company resolved my case after I told them I contacted the Revdex.com
***
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We are sorry for any issues the consumer had with their device. Arial, sans-serif>SquareTrade tries to maintain an inventory of replacement phones for its consumers In the event, we do not have a replacement available we reimburse for the item price The consumer's warranty contract states:
" If we choose to reimburse you:
You will receive a payout via check or Paypal We'll provide you with a pre-paid shipping label Once we receive your item, we'll pay your claim within 3-business days."
At this time the consumer's device is not available for immediate replacement and a reimbursement would be the only option available SquareTrade's policy requires a customer to send their device in before the reimbursement check can be processed Once we have the device a reimbursement check is processed within hours and mailed out to the consumerA reimbursement has been processed as we have received the consumer's device

Initial Business Response /* (1000, 5, 2015/12/22) */
We apologize for the issue the consumer experienced with their deviceThe consumer has been contacted to resolve the complaintHe indicated that the phone has been replaced & does not want to move forward with keeping the warrantyWe
emailed the consumer the reseller's information in order to move forward with cancellation and refund
Complaint Response Date bumped because: Holiday

Initial Business Response /* (1000, 8, 2014/09/04) */
Hi ***,
I am *** ***, the Resolution Manager at SquareTrade
I am so sorry for the delay you experienced in this claimWe were dealing with inventory issues, but I agree we should have been able to get you better
information
I will of course get you a refund on your deductible and warrantyPlease give me about a week to get the check for your refund to youYour warranty is still active, so if you need more help with your phone, please let us know
Thank you,
*** ***

Initial Business Response /* (1000, 5, 2015/09/28) */
We are sorry the consumer had issues with receiving their reimbursement
For no apparent reason there was a delay in the processing on this paymentWe have expedited the reimbursement and the consumer should receive their reimbursement
by September
We have contacted the consumer to let them know when they should expect the reimbursement

Initial Business Response /* (1000, 5, 2015/07/22) */
We are sorry the consumer had the issues they had with this claim
We did not confirm the proper address to have the phone that was shippedThis caused a delay in having the phone deliveredThe consumer was able to speak to a manager
and have the phone repaired
We have refunded the consumer the deductible they paid for this claim due to the delay

Initial Business Response /* (1000, 5, 2014/03/07) */
Hi ***,
I am *** *** the Resolution Manager at SquareTradeI am so sorry for the hassle on all of this
I've looked into your case and it looks like one of our CS Managers, *** has helped you resolve this issue already
Looks like a phone is being sent to you as we speak, so it should arrive today or tomorrow
Please contact us if this doesn't happen
I'm going to circle back with *** to review the difficulties we had with verifying your account to make sure we fix that for future issues
Thank you,
*** ***
Final Consumer Response /* (2000, 7, 2014/03/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/10/16) */
This consumer does have a valid complaintHowever without contact information or account information we cannot evaluate the issues or present an appropriate response
Initial Consumer Rebuttal /* (3000, 7, 2014/10/17)
*/
(The consumer indicated he/she DID NOT accept the response from the business.)
XXXXXXXXXX
*** from the Square Trade resolution department agreed to send me $of the $that the company said they had mailed a check forI believe he did what he was authorized to do and went out of his way to do so, and I have the check
However, when I contacted Costco in an effort to seek a remedy, they offered to have the laptop repaired by their third party "Concierge" serviceThe Concierge team offered to repair it if Square Trade would send it to themWhen I tried to return ***'s call and request that they send it to them to be evaluated for repair, *** was not inInstead I reached a female that would not send the laptop to the concierge folks unless I agreed to abandon my claim with Square Trade without further recourseIt was like I was speaking to a used car salesperson or schyster attorney that was trying to entrap me on a recorded line with a gang of fellow call center staff cheering her own in the background (they were laughing loudly, seriously)
Who would be willing to do that?
Why would Square Traded not want the Concierge guys, as directed by Costco, to evaluate and repair it?
Maybe they destroyed it?
Maybe it would demonstrate that it could have been repaired for say $900, but Square Trade thought they could get away with paying me $699, which is what they actually offered after I posted this complaint and after they had sent an email stating quite clearly that they had mailed me a check for $
This is no longer about what Square Trade has a "RIGHT" to do, but what is the "RIGHT THING" to do
Again, I think *** did all that he was authorized to do, and was very polite
I am not a satisfied customerI feel that I am owed more than what should have been paid to me months ago, more than what I was told in writing had been sent to me a month ago; and I think these circumstances are far beyond extenuating
PS: On one of the calls I recorded prior to filing this complaint, the guy committed to sending the $to me via Paypal to arrive within hours, and changed the contact email on the claim to my Paypal email in order to do soThat never happened either, but the email was changed
Final Business Response /* (4000, 9, 2014/10/30) */
It is unfortunate the consumer had these issuesWe were able to find the warranty and claimBased on our Terms and Conditions we can only payout a claim up to the purchase price of the item based on a receiptThe customer did not provide a receipt and the agent he is referring to did some due diligence and found a replacement price of the item based on features, something that is stated in our Terms and ConditionsIf the consumer is willing to find the receipt of purchase of the unit then we would reconsider the payout amountIn terms of returning the unit for repair once a unit is sent in for reimbursement the unit is salvaged and is no longer available
Final Consumer Response /* (4200, 11, 2014/11/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is so far outside the parameters of normal, with so much bungling and mishandling, a reference to standard T'S and C's is bordering on comical
Where's the outrage of putting a customer through literally months of misery and literally tens of hours of completely wasted time? Are you guys at the Revdex.com sensing any outrage over this?
SquareTrade has provided a proper solution and remedy for week one of this fiasco, but it did not get resolved week one, nor two, nor three, nor four, and on and on
I sounds as if SquareTrade is representing this to be something that is highly regrettable, and an extremely rare occurrenceI do not believe that a response referencing "based upon our Terms and Conditions" can adequately address highly regrettable, extremely rare, or even "unfortunate" to borrow their choice of verbiage

I HAVE A VERY BAD EXPERIENCE TRYING TO FILE A CLAIM
When calling them you never get to speak to a representative They ask for your information and then someone calls you back at their convenience
When a representative called me back, the reception was pretty bad and the call got disconnected
Filing a claim online has the same process Through the website you again only input your information and then someone will call you back and ask multiple times to confirm the information you entered
The reason I got this protection was so that I would not be without a phone for any period of time The options they offer are to repair your phone over a two day period The other option charges your credit card dollars and they would send you a new phone
When asking to speak to a supervisor, you are told that no one is available and that one will call within hours
The only saving aspect is that they will refund you your money, but you are lucky if you really do not need their service at that time
My recommendation is to stay away from this company

Initial Business Response /* (1000, 5, 2016/01/27) */
We apologize for the issue the consumer experienced with their device
At this time the consumer's case is being handled by the Assurance teamThe consumer can expect to receive a follconcerning their case with 24-hrsAt that
point we will also update the Revdex.com response
Initial Consumer Rebuttal /* (3000, 7, 2016/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
According to the company, they would contact me within 24-hours from 01/27/It has been hours and they have not called meAdditionally, this is the exact same response that I have received from members of their claims department over the last month during several calls I made to the companyNo one from the company has ever called me backShortly after I received the email from the Revdex.com with the company's listed response of planning to contact me within hr, I did receive two emails from SquareTradeEach email was an Amazon Gift CardAlthough this amount was clearly well below what I had requested for the value of my replacement phone and I was not sure why there were two cards with rather random values associated with them, I decided given the difficulty of dealing with this company, I would cut my losses, claim the gift cards and accept this "compromise." To my dismay, when I attempted to claim the gift cards through Amazon's website, both had been previously claimedI can only presume that these were the gift card emails that were sent for the fraudulent claims and perhaps they were re-sendingI have no idea what to think at this point other than SquareTrade does not honor its claims that it will call its customers to resolve problems, nor do these seem to have any clue what is going on despite my calling them at least times and describing my circumstance each timeI will not be dealing any further with this company unless they reimburse me the $less my deductible for the cost of my phone replacement
Final Business Response /* (4000, 9, 2016/02/15) */
The consumer stated someone changed their email address and filed two authorized claims on their accountIn order to file the claims someone would have to know the login credentials to access the accountThe consumer is responsible for making sure their login credentials are kept secureThe consumer's warranty was cancelled for non-payment so no claim was ever filed or approved for his deviceThe consumer replaced his device outside of the warranty termsSquaretrade is not responsible for replacing the device outside of the warranty

Initial Business Response /* (1000, 5, 2015/02/26) */
We are sorry the consumer is having these issues with paymentThe claim has been approved and there have been delays in payments
One of our specialists was alerted to the delay in payment and followed up with our Account department to
have the payment made
The consumer did let us know that the most recent payment was received
Initial Consumer Rebuttal /* (2000, 7, 2015/02/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept itThey should not have made me wait very close to a month (days shy of a month)Calling several times to be told "we will call you back in hours," only never to receive callbacks forcing me to call back and being told the same we will get back to you in hoursThere customer service was HORRIBLE up until the last day where they took care of what they should have done after the business day period so around the 1st of February the problem ended up being resolved on the 25th of February a VERY BIG DIFFERENCE in time and required me to contact them for various means times to get the problem resolved

Initial Business Response /* (1000, 5, 2016/01/13) */
We apologize for the issue the consumer experienced
There was an error with the replacement phone we have resolved the issue & for the inconvenience the consumer has been refunded the full amount of the deductibleOnce the replacement
phone is returned the consumer will be paid out for the device

Initial Business Response /* (1000, 6, 2014/12/09) */
We are sorry the consumer had a delay in the delivery of the batteriesWe had the incorrect address that somehow was not corrected in enough time to get the batteries delivered to the proper addressWe were able to correct the address
and according to the tracking numbers the batteries were delivered on December

Final Consumer Response /* (2000, 6, 2015/03/19) */
I woudl like to close out this complaintSquaretrade got back to me and have addressed my claim satisfactorily

Initial Business Response /* (1000, 5, 2014/10/02) */
We are sorry the consumer had these issuesUpon further inspection we cannot tell why the warranty shows as cancelledWe will work with the consumer to resolve his issue with his tablet

Initial Business Response /* (1000, 5, 2014/03/05) */
Hi ***,
This is *** *** the Resolution Manager at SquareTradeWe spoke a few days ago regarding this case
I am so sorry about the delay in all of thisAs we discussed, we're going to get you reimbursed for your projector
for its full value, so you can proceed with getting a replacement
From our claim notes, everything is in order, we have your defective unit at our salvage depot and a payment will be processed in the next day or two
If you have any other issues or concerns, please don't hesitate to contact me at ext ***
Regards,
*** ***
Initial Consumer Rebuttal /* (3000, 8, 2014/03/07) */
The day after filing this claim, spoke with a *** *** Resolutions Manager at SquareTrade, who has promised us a reimbursement for our broken projector, as well as refund the warranty costStill waiting for my reimbursement, but thankful someone finally decided to help us out

I have used Square trade since for all of my electronics purchases and only recently have had to use themI absolutely love them and will continue to buy my warranties through themI have purchased warranties on tvs, laptops, cell phones, game consoles and small electronicsThe item that I had to use them for just happened to be one of my cheaper priced purchases but I am assured that even if it had been one of the more expensive items, the process would have been just as smoothI have always recommended them to my family and friends and will continue to do soKeep up the good work Squaretrade