SquareTrade, Inc.

Initial Business Response /* (1000, 5, 2014/06/19) */
Hi [redacted]
I am [redacted], the Resolution Manager at SquareTrade.
I am sorry for the confusion, but unfortunately, we really can not cover your vacuum in this case. The warranty you have for this device covers it for mechanical or...

electrical defects, as you've read on the contract. It does not cover physical damage, though.
As noted by our claims agent, your device wasn't defective but had been damaged. Aa you've noted, we will cover defects that occur under normal usage, but if an item was damaged, that's not covered.
Regards,
[redacted]

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]

Initial Business Response /* (1000, 5, 2014/03/25) */
Hi [redacted],
I am [redacted] the Resolution Manager at SquareTrade.
Sorry for the confusion. Your warranty contract covers items up to $199, as that warranty type is for tablets under $200. But our reimbursement policy has always...

been to cover you for the purchase price of your item. In your case, the particular tablet you bought costs $99. It is not intended to provide more money than you paid for you tablet, even though it can be used to cover a more expensive device. Had you paid $199 for your tablet, we would have reimbursed you for that amount.
In this case, the $99 does allow you to purchase the exact make and model.
If this is incorrect, please provide SquareTrade or the Revdex.com with a receipt indicating your purchase price and we'll re-evaluate the reimbursement.
Thank you,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/03/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your response however I disagree that I can purchase the exact model for $99. I paid $99 + tax and an additional $39.99 for your warranty. You never really addressed the issue of why I have an email stating that my item was covered for $199 and I would receive a check in the mail for this amount within seven days and then you never followed through. I am very disappointed in the customer service provided by this company and would never recommend it to anyone else. It's bad business to state that an item is reimbursable up to a certain amount and then when it comes time to pay out the amount; falter on what you agreed. Situations like these are what give warranties/insurance a bad name. The customer service rep I spoke with stated that it was the computers fault but don't human's control computers? I am confused.
Final Business Response /* (4000, 9, 2014/03/27) */
Hi [redacted],
As you've stated, one of our agents had already explained to you that it is a computer error.
You're asking for more money than you paid for you tablet, and unfortunately, that's not what a warranty does. You paid us to protect your tablet against damage and defects. That's what we did.
You qualify for a full reimbursement for the cost of your tablet and we've done this. We do not offer compensation for the cost of the warranty you paid, though. That is what allows us to provide repairs and payouts.
Thank you,
[redacted]
Final Consumer Response /* (4200, 13, 2014/04/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I guess what this amounts to is an issue of integrity. When your company puts it in writing that an item is warrantied for a certain amount of money to a customer and even tells them the check is in the mail for that amount, I feel it is your responsibility to stand by your word. Unfortunately I have a very disappointed 6 year old little boy. We had already began to shop for the new tablet to replace the old one once I received confirmation from you all on the check amount. He still has yet to get another tablet because it was a birthday gift and now I do not have the money it will cost to replace the tablet when you factor in taxes and a new warranty. I am sure a $100 payout is nothing to a company but it is the little things like customer loyalty that will build a solid business. I appreciate all of your replies, but unfortunately I will never use or recommend anyone else to use this company in the future, since they will not stand by their word, and will blame their not paying the customer on a "computer error".

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. 
.

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!

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.

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, 6, 2014/05/28) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I am sorry for the confusion in this case. SquareTrade's warranty only covers fully functional, complete devices. You purchased a warranty for the control unit to a...

stove range. This was why our claims agent had denied this claim.
But upon review and discussing this with our project management team, we've determined that the fault was not yours. eBay had categorized this item as a range, which made your device eligible for the warranty. We have approved your claim for a full payout.
We'll work with eBay to correct the categorization issues going forward to prevent future issues like this from occurring.
Regards,
[redacted]
Initial Consumer Rebuttal /* (2000, 8, 2014/05/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The resolution was friendly and fully acceptable we appreciate the care with which the Management team acted to resolve the problem.

We apologize to the consumer on the delayOne of our Floor supervisors has already reached out to the consumer. They provided the consumer with an one-time exception to move forward with the reimbursement before receiving the device.

Initial Business Response /* (1000, 5, 2014/10/02) */
We are sorry for the customer's experience but the phone was a refurbished phone and we cannot sell warranties through our direct channel for refurbished phone. We have refunded the customer's warranty price and the deductible that they...

paid for the claim that was filed by mistake.
Initial Consumer Rebuttal /* (3000, 7, 2014/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response from the business. Unfortunately, this response leaves out two key facts in my asking for reimbursement. 1. I sent in my receipt for my iphone and my warranty was approved. Please refer to the attached contract which shows the coverage start date of 9/18/2014. If the phone I purchased was indeed refurbished, the company should have denied my warranty once they received my receipt for the phone. However, this did not occur. 2. Additionally, the Sqauretrade website, refer to http://www.squaretrade.com/promise, in their "PROMISE" to their customers states: TO BE THERE WHEN YOU NEED US: Every time you call SquareTrade, you'll talk with a real person who's empowered to make decisions." I called squaretrade on September 24, 2014 to file a claim on my warranty. The claim was promptly approved. I then made an appointment at a genius bar to receive a new phone which Squaretrade told me I would be reimbursed the cost. After going to the genius bar, purchasing the phone, 14 hours later Squaretrade called me to tell me my warranty was not valid. If the company empowers their employees to "make decisions" then they should stand by those employees when they make an incorrect decision and provide the appropriate outcome. I have attached the email I received from squaretrade authorizing the purchase of a new phone.
Final Business Response /* (4000, 12, 2014/10/30) */
We are sorry the consumer had this misunderstanding regarding what the warranty Terms and Conditions are. SquareTrade does not sell warranties from the website for refurbished items and the phone the customer acquired and purchased a warranty for is a refurbished phone. Due to the fact that the claim was approved we will be reimbursing the customer the $290.00 that the consumer is requesting. However we will not honor any warranties sold on the website for items that are not new, as defined as having a one year warranty from the manufacturer.
Final Consumer Response /* (2000, 14, 2014/10/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this resolution

Initial Business Response /* (1000, 5, 2015/05/26) */
We are sorry the consumer had issues with receiving their reimbursement.
There are times the companies generating a gift card does not give us a gift card that is functioning. This, however, is no excuse for the poor service the consumer...

received. We are working on improving our customer service and are addressing these issues.
We processed the payment in another method and, as per the shipping company, the consumer received the payment on May 23.

I used Consumer Cellular and insured my phones through Square Trade. I filed a claim in November 2015 for a broken phone screen and received an email that Square Trade mailed a replacement phone. I cancelled my insurance (only to learn that it was not deactivated and I made payments until April 2016 while the phone was in storage and never used) and turned off that line because I then deployed with the Army for 9 months. The phone never showed up at my stateside address, so my wife called and was told we should refile the claim after the deployment, once we reactivated the insurance policy on it. I returned and attempted to do as we were told, only to learn that the phone insurance could not be reactivated on that IMEI and they would not honor the previous claim. The representatives are not on the same page and tell you steps to take that do not match steps given by other representatives discussing the same claim/case. Very frustrating.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Also if the TV can not be fixed I will be looking for a refund I will not take a replacement as I have already done that on the same model and have same problem within 1 yearSincerely, [redacted]

Two months later on a $42 item and I can't get any resolution from SquareTrade! I have sent my receipt 8 times and they have lost it each time! A month and a half later they told me they finally "found" my receipt and would be in touch in 24 hours. That was 2 weeks ago. I keep trying to call and now they act like they can't hear me on the line! Seriously! Worst warranty company I have ever dealt with!

Initial Business Response /* (1000, 5, 2014/07/29) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I'm sorry for the hassle on your phone. From our notes on your account, I do see that one of our Customer Care managers have offered to issue that second check for you,...

to make you whole for your original purchase.
You will receive this check in 5 to 7 business days.
Please contact us if you need anything else.
Thank you,
[redacted]
Initial Consumer Rebuttal /* (3000, 8, 2014/08/01) */
I was contacted by a claim specialist manager named Jensen who said SqareTrade would assume responsibility and send me a check for the rest of the amount. I will wait to withdraw this complaint until I actually get the second check in about 7 to 10 business days. I will update this when it is fully resolved.

Initial Business Response /* (1000, 6, 2015/06/02) */
We are sorry the consumer had issues with their device.
When a claim is filed online the system looks for key words in processing the claim. In this case the combination of words used to describe the item indicated an issue that was not...

covered by the warranty. The consumer did call in and a specialist filed and approved the claim.
The first repair shop did cancel the service call so we set up a service call with another shop. They could not schedule an appointment for a couple of days and cancelled the service call that was scheduled. We are in the process of trying to find a more reliable service shop for future claims in the area.
Rather than delay the claim further by trying to find another local repair shop we reimbursed the consumer the price of the device.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/02) */
Received call from the company. They promised to replace the item entirely. Given this response, please close this case. Thank you

Initial Business Response /* (1000, 5, 2014/11/03) */
We are sorry the consumer had such a delay in the repair. We do not know where in the system the delay was caused. We agree with the consumer and we will be refunding the consumer the full price of the warranty and will be reimbursing him...

the price they paid for the unit. We are currently contacting the consumer to resolve this.

Initial Business Response /* (1000, 5, 2014/02/18) */
Hi [redacted],
I am [redacted] the resolution manager at SquareTrade.
I am sorry for the confusion on this, but our relationship with the manufacturer is clearly defined on our contract and on our product page on Amazon. In fact, if you...

look at the product details on Amazon, there is even a graphical display for this.
Reference to the warranty you purchased:
http://www.amazon.com/gp[redacted]
Midway down this page, you'll see the graphic for this.
And in the section titled "Things to Know" one of bullet points states:
"Your plan begins on the date you purchased your item and is inclusive of the manufacturer's warranty period. If you have an issue and are covered by the manufacturer during that time, you'll be directed to the manufacturer first."
In cases where the manufacturer is not able to assist you, we can still [redacted] in, but our first [redacted] is to refer you to the manufacturer.
As you can see, this is all fully disclosed prior to your purchase. Please contact us if you have any other questions or concerns.
Regards,
[redacted]

As stated in the Terms & Conditions, we will repair, replace or reimburse the consumer for the unit. The shop that the consumer was sent to is a vendor that we use to provide quick, easy (usually same day) repairs. Though the consumer replaced the phone outside of terms of the approved claim, we'd be happy to honor reimbursement once the insured unit is returned. The consumer agreed to this reimbursement process within the Terms & Conditions when purchasing the warranty. We will only honor reimbursement when the unit is received. The consumer has been sent a shipping label to send the insured unit back to us once we receive the unit a check will be sent within one business day.

Initial Business Response /* (1000, 5, 2014/09/10) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I am sorry for the error in this. From the notes, it looks like what happened was when you refused delivery and had FedEx shipped the unit the unit back, that did...

not trigger a return in our inventory system. That's what caused the core charge. The denied FedEx delivery is an exception we have not had to deal with before, so a system was not in place to account for these types of returns.
I apologize about this. An email should have been sent out to you to notify you prior to the charge also.
I am willing to provide you with a reimbursement for your bank fees but unfortunately, we would not be able to compensate you for your inconvenience. If you can send me a copy of our fees from your bank, I will process a check payout right away.
Regards,
[redacted]