SquareTrade, Inc.

Initial Business Response /* (1000, 5, 2016/01/21) */
We apologize for the issue the consumer experienced with their device. A tracer has been filed with the shipping company. At this point we are awaiting an update. For the delay the consumer experienced we have refunded the warranty...

amount

Initial Business Response /* (1000, 5, 2015/11/19) */
We apologize the consumer experienced issues with their device.
It appears the check was resent on November 13th and should be received within 7-10 business days.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/24) */
Hello...

Revdex.com,
Thank you for your attention to this matter. Square Trade has once again stated they mailed a check, and its been 10 days since the date , Nov 13th, on which they say it was mailed. This is the 2nd time they said a check went out. I am inclined to consider them fraudulent. Please proceed with the next steps to insure they send us the money. It's so obvious the check never went out, as stated by them, as I receive all my other mail.
I have made them aware that I did not get the check yet, and that I will not let this rest until I do.
Thank you so much.
[redacted] (cell)
Final Business Response /* (4000, 9, 2015/11/25) */
The consumer's check was processed on November 13th, 2015. She was advised it will be deliver in 7-10 business days. As of today only 8 business days have passed. The consumer has been contacted to inform of the current timeline for reimbursement checks.

Initial Business Response /* (1000, 5, 2014/09/04) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I am sorry for the hassles you've had on this claim. Unfortunately, it looks like the issue here was getting a relacement Mini, which as you were told is no longer...

made. The unit we were able to source from Amazon, was supposed to be new, but it turns out to not be the case. We were not aware of this, but I understand how this can inconvenience you.
I would like to go ahead and refund your deductible and original warranty cost due to all this delay though. So you will be getting a refund of $99 and $75. The $28 will be covered as a goodwill gesture too. That will be sent to you as a check while the first two refunds will go back to the card you used.
Please let me know if you need anything else, OK?
Thank you,
[redacted]
Business Response /* (450, 11, 2014/09/24) */
Hi [redacted],
Thank you very much. I did receive the refund checks in the mail, and appreciate it. I will add that these checks actually arrived only a few days after my original refund check for the price of the phone for $399.99. It seems that check was mailed a couple of weeks late.
My only other comment to the message below is that the replacement Mini was still available via Verizon. It's not clear to me how they can claim it is no longer made but still be available directly from a carrier.
Regardless, I am satisfied that they have refunded the additional amounts. It would not have been possible without your help and I greatly appreciate your consideration. Phone calls to the business requesting a manager or supervisor were never returned, or I was refused the ability to be transferred to that level of resource.
Thanks again for your assistance in the matter. Please feel free to close the case.
[redacted]

Initial Business Response /* (1000, 6, 2014/10/01) */
We are sorry the customer experienced the delay of the repair. We cannot control the availability of parts and the estimated delivery dates of those parts as we are told by the depot. We have refunded the warranty price to the customer as...

per our 5-day repair guarantee. The unit is repaired and in route to the customer.
Initial Consumer Rebuttal /* (3000, 8, 2014/10/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I continue to find the practices of this company very dark. I did get the computer back however, upon inspecting the hardware and software of the PC I find that the Serial Number of the PC is not that of my damaged PC. Moreover the Windows 8 Key of the "repaired" laptop is different than my original laptop.
Square Trade returned me a different laptop. When all this time they kept claiming they were waiting on "parts". I'd not do business with this company -- company that misstates and lies about the facts.
Final Business Response /* (4000, 11, 2014/10/14) */
We are sorry the consumer had so many delays in their repair.
The agents that were asked about the status of the repair were giving information based on information posted on the claim that the repair depot is getting from their suppliers. The suppliers where changing the status of the parts daily. We cannot control what information and when the suppliers give the depot the information.
We have a 5 day guarantee that states once the unit is at the depot we will have it repaired within 5 days or we will refund the warranty price. We did refund the warranty price to the consumer as the repair exceeded 5 days.
The repair did take too long and we paid the consumer the price they paid for the unit to resolve the claim.

Initial Business Response /* (1000, 5, 2014/03/07) */
Hi [redacted],
I am [redacted] the Resolution Manager at SquareTrade.
I am sorry for the delay on this payment. While checking into your case, it looks like you've also been in contact with one of our social media specialists, [redacted]...

and she's made an expedited payment for your last tablet.
You should be resolved at this point, but if there's anything else we can do for you, please do not hesitate to contact me or [redacted]; we'll be happy to assist.
Regards,
[redacted]
Final Consumer Response /* (2000, 7, 2014/03/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)

We are sorry for any confusion experienced during the claim process.
According to our records, the consumer was being billed monthly for the protection plan. The consumer was refunded dating back to the start of the plan on [redacted] till the cancellation on [redacted]. Since Squaretrade has processed and refunded all monies owed, there is no further action that can be taken.

Complaint: [redacted]I am rejecting this response because:The email referred to by Square Trade was indeed sent to me on [redacted], more than three months after my original contact with customer service. [redacted] was the agent I spoke with on [redacted]. No mention was made at the time of packing, shipping, or otherwise returning the product. As I stated previously, I had already taken the item directly to the manufacturer in person. I did not receive a directive from Square Trade to ship it back until over three months later. I believe it is entirely unrealistic to expect that a customer would have retained a broken product for months after a claim had already been approved and reimbursement in progress. The agent told me very clearly IN [redacted] that no further action would be needed on my part and that a check would be cut and sent, and to expect it in a matter of weeks. That should have been the end of it, and yet I am still waiting for Square Trade to do the right thing and honor the warranty they sold me.
Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2014/10/23) */
We are sorry the consumer had delays in her payment. These types of delays are not normally what happens in a payout.
We have escalated the case and will expedite the check.
We are reviewing our agents procedure. At no time should any...

of our agents ask for a SSN. We may ask for account numbers to be able to expedite payment, but that would not be done by an agent, only a manager.
We are addressing the training of our agents and how they take care of certain issues.
We also appreciate our customer's input so that we can improve our customer's experience.

Initial Business Response /* (1000, 6, 2014/11/04) */
I have spoken to the consumer regarding this case. Our depot has completed the repairs and I was informed that it should be shipped out either today 11/4/2014 or tomorrow 11/5/2014. I have also processed a full refund of the warranty...

per our 5 business day guarantee listed in our terms & conditions. This refund is not a cancellation and the consumer's warranty is still active.
Initial Consumer Rebuttal /* (3000, 8, 2014/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will wait for my device. If it still have defects or still not fixed then this case would not be resolved. Till then I can not accept this response.
Final Business Response /* (4000, 19, 2014/11/17) */
My apologies on this case.
I had been personally working with our consumer on this issue. I was given details by our repair facility that the item was going to be shipped out 11/4 or 11/5 of 2014 at the time I initially spoke with the consumer. I do see that the issue is resolved with the help of our social team and we have begun the process to issue a payout for the item.

Complaint: [redacted]I am rejecting this response because:
you responded explanation is not completely true. I purchased the warranty thru [redacted]. All your listing title does not have "New, Used or Refurbished". All you have "3, 2, or 1 year SquareTrade Warranty for Electronic or Camera/Camcorder or GPS or TV or Lawn & Garden or.... Etc with coverage amount between ... & ...). There is no listing for New or Used or Refurbished items. If you have listing for Refurbished item Warranty, of course I would choose for that. If the warranty for new item only, why would you need to mention warranty will start cover after 30 days? All the new items come with minimum 1 year warranty. Even if I purchase for new item and when I call for repair within 1 year, you are going to ask me to call manufacturer for warranty repair Right? 
 
Sincerely,[redacted]

I have been a squaretrade customer since they began with over 8 different protection plans purchased and used. I can no longer recommend their iphone warranty program. They advertise fast next day replacement iphone's, but their iphone coverage now takes days to address a claim and they no longer stock all iphones. They now want you to take your phone to an [redacted] location, pay full price for a phone, and then be reimbursed through some process. This is not how Squaretrade operated for years and is no longer worth the hassle. If I have to go to an apple store to get my iphone replaced, I will purchase my insurance through that store. I purchased this 3 year warranty based on the convenience of being able to receive a new phone the next day and ship mine back to them, which is no longer offered.

We are sorry that the specialist had misinformed the consumerThe consumer's plan is in fact valid. We have reached out to the specialist to retrain, to ensure this will not happen again. We will in contact with the consumer to continue the claim and for the Inconvenience we will be waiving...

your deductible.

Initial Business Response /* (1000, 6, 2014/05/28) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I am so sorry about this. We had a bit of miscommunication with QVC on this case. We had asked for a refund to be paid out to you, not a cancellation. QVC processed...

the request as a cancellation instead, which got a refund to you, but ended up cancelling your warranty in our system.
Our systems team have reactivated your warranty. It is active now and should you need to file a claim with SquareTrade for this unit, it's good to go.
Please let me know if there's anything else, we can do for you.
Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 8, 2014/05/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am thankful that the communication between QVC and Square Trade have been resolved.I did check and my Square Trade warranty is now active. I called Square Trade to file a claim and a lady who I will not name (but I do have her name written down) told me that because I used my warranty twice before I have to pay for my laptop being fixed and then your company would reimburse me.They would pay up to $200.46. Or I could send the laptop back and receive $200.46 for the whole laptop. I do not like either option! In my opinion the laptop is worth more than $200.46 so I DO NOT want to just return it for money since it works. The other option of me having it fixed and paying for it out of my own pocket.Then square trade refunding me the money up to $200.46 of the repair does not set well with me either. I do not trust them to pay on a repair at all. I had a LLLOOONNNGGG.... run-a-round with payment due back to me on a "5 day guarantee". That is what got my account cancelled in the first place. I do not want any more problems with Square Trade. By the way how does Square Trade Know that my repair will be more than $200.46. Why do I have to take it to a business to be fixed. I live in a small town and we do not have any certified technicians that they told me to take it to. I DO NOT want to VOID MY WARRANTY by not choosing the right technicians/certifications that would void my warranty. !
They said "take it to a Staples, Best Buy, or an Office Max" They are all out of town. Staples 36 miles away, Best Buy and Office Max are both around 41 miles away in the other direction.That is why I bought a warranty to begin with! You add up the time, the gas spent on this whole thing,the money out of pocket and that is why I am not happy with the Square Trade "claim option" that was just presented to me on 5/29/14 @ 9:30 AM today. Thank You for your time. MS L.[redacted]
Final Business Response /* (4000, 10, 2014/06/03) */
Hi Ms. [redacted],
I'm sorry for the hassle, still. I'll have a senior representative reach out to you to help you get this resolved ASAP.
regards,
[redacted]
Final Consumer Response /* (4200, 12, 2014/06/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did not write down what was said to me over the phone. I am just protecting myself here. They could say one thing and do another. Which I hope is not the case here. That is why I put "no" to the proposed resolution. I was called on 6/3/2014 by a Square Trade representative who told me I only had a value left on my policy left of $200.46 because of the past two repairs. He told me that "they will fix the laptop even if it goes over the dollar limit of $200.46. The company will fix the laptop this one last time." Last he told me my warranty would be complete and over for this laptop. Thank you very much for your time.
[redacted].[redacted]

We are sorry the consumer had issues with their phone.
We offer an advance exchange of a phone, same model, if we have one in stock. In this case we did not have a phone available and were not able to process a claim without the consumer being without a phone for a...

while.
We spoke to the consumer and were able to come up with a plan to be able to reimburse the customer with a minimal amount of down time. 
.

I've not been happy with square trade at all! When my son broke his tablet we sent it in to them and they sent us back a much smaller and inferior tablet. When I contacted them about it all they wanted to do was pay me out. What is the purpose of insurance on your device if they wont replace it correctly. The new device has 1/2 the memory, wont take a decent picture and is not even compatible with apps such as [redacted] Who wants a tablet like that? I will never buy a warranty from them again.

Initial Business Response /* (1000, 5, 2015/05/14) */
We are sorry the consumer had issues with their device.
The consumer did not purchase the warranty from the same company as the device being covered. Warranties purchased through certain vendors can only be applied to devices also...

purchased through said vendor. The warranty would not cover the device.
As per our records a resolution specialist assigned to reply to consumers when they request a manger did speak to the consumer on 4/28. They also explained that if the warranty is purchase through a different reseller than the product the warranty is not valid. If the warranty was valid to begin with if the seller replaced the item, as in this case, the warranty would still be valid.
The only thing we will be able to offer the consumer is a full refund of the warranty. We are emailing them for their approval to cancel the warranty and give them a full refund.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The warranty is from Square Trade I got the warranty from amazon & the laptop from ebay but before I bought the laptop from ebay I called them & asked if it was okay to purchase the hp laptop from ebay & was told yes. I was told it would transfer over so I continued with the purchase of the laptop. When I asked I spoke with a rep and his manager on this day. Both warranties are from Square Trade and it shouldn't matter where I purchased the warranty. The warranty is from them, the laptop is the right price range, plus they gave me their word it would be transferred. If they had told me no I would have got refund on my warranty & would have purchased the correct warranty. The reason I called them was to avoid any issues. They are trying to get out of not honoring their warranty. Can someone from the Revdex.com call me I will be available to talk tomorrow. I also requested for manager to call me & that hasn't happen.
Final Business Response /* (4000, 9, 2015/05/25) */
Due to the poor messaging we made a one-time exception and processed the claim by paying out the consumer. We have spoken to the customer and have emailed them as to confirm the method of payment.

We are sorry for any issues the consumer had with their device. According to the consumers warranty contract, SquareTrade will, "replace your product with a product of like, kind, quality and functionality."  Our replacement team looks at a consumers TV specifications when...

selecting a replacement model.  Once a replacement model has been selected the consumer is sent an offer that must be confirmed before a TV will be purchased and shipped. The consumer confirmed the replacement before it was ordered. As it turns out, we would not be able to provide an exchange.

Initial Business Response /* (1000, 6, 2014/06/04) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I am sorry for the confusion on this case. Our normal process is to deduct any repair costs from your coverage amount. In cases where we do have to do a...

reimbursement, we would reimburse the remainder of your coverage price.
In your case, since the initial repair was unsuccessful, the repair costs shouldn't be deducted from your coverage price. I see that one of our senior agents, [redacted], has been in contact with you to offer you the remainder of the coverage price, making you whole for the $1699.99 that you paid for your system.
This should take care of your repair. If I or [redacted] can be of further assistance, please don't hesistate to reach out to us. You can reach me directly at [redacted]@squaretrade.com.
Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 8, 2014/06/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I accept this but I want the case to be open until I receive the checks from the Squaretrade.
I do not understand why squaretrade reps or managers deny to give me a proper response until now. And as soon as I open a complaint on Revdex.com everyone is on the case. This is a very bad customer service.
Final Business Response /* (4000, 10, 2014/06/06) */
Hi [redacted],
Sure thing. You can also reach out to me directly at [redacted]@squaretrade.com if the check is not there.
Regards,
[redacted]
Final Consumer Response /* (4200, 14, 2014/06/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for the response. I think if I click yes the case will be closed. I would like to still keep the case open until I receive the check.
Thank you for your cooperation.

Initial Business Response /* (1000, 5, 2014/07/01) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I am sorry for the delay on your payment. It does look like we had dropped the ball on processing your payment in a timely manner. I see that one of our managers...

have pushed the payment for you and you should get that in PayPal in the next day or so.
As a courtesy, we'll be refunding you the cost of your warranty, which will be sent to you as a check.
Again, I am sorry for the delay, but you should be all set after today.
Regards,
[redacted]

Initial Business Response /* (1000, 5, 2015/12/14) */
We apologize the consumer experienced issues with their device. Our records indicate the consumer's claim has been approved for local repair and once we receive the invoice the consumer will be reimbursed. Thought the warranty is expired...

we will still honor the active claim.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your response. How do I know which shop to bring my computer in to? I was never informed where to bring it in, or which shops would be acceptable. I appreciate your cooperation. Which places are covered? Also, how will I ensure that I get a refund for the repairs done? Thank you!