SquareTrade, Inc.

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".

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, 2015/11/05) */
We apologize the consumer had issues with their device.
The consumer has been contacted to resolve his complaint and has agreed to a payout for his device. For the inconvenience he experienced we also refunded the warranty price.

Sent phone off Monday, received phone back on Wednesday. Had to get a refurbished one but it was in good enough condition. I can't complain about anything, my experience was really awesome!

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.

Complaint: [redacted]I am rejecting this response because: I am going by the Terms that are listed on Squaretrade's website for what is covered and what is not covered. I have asked Squaretrade repeatedly over the phone to explain to me in their exact Terms and Conditions where it says that using a carrying handle to move a vacuum is considered Accidental Damage from Handling.
I am quoting from their exact Terms on their website, which they themselves are contradicting.
Things covered, which is where I am saying it should have been covered, either as a normal wear and tear, or a defect in materials or workmanship:
1. Normal wear and tear; 6. Defects in materials or workmanship; 
 
They are claiming this was accidental damage. This is the definition of accidental damage according to their Terms:
A. ACCIDENTAL DAMAGE FROM HANDLING (ADH): If you were offered and elected to include accidental damage from handling (ADH) as an integral part of your coverage, it augments Your Protection Plan by providing additional protection for damage from drops, spills and liquid damage associated with the handling and use of Your Product.
 
There was no drop, spill, or liquid damage that occurred during the handling or use of the vacuum.
 
When Squaretrade also lists out things they do not cover, this is in their description:
; B. Maintenance, repair, or replacement necessitated by loss or damage resulting from any cause other than normal use and operation of the product in accordance with the manufacturer’s specifications and owner’s manual, including but not limited to , theft or loss, exposure to weather conditions, failure to properly clean, maintain or lubricate, operator negligence, misuse, abuse, improper electrical/power supply, improper equipment modifications, attachments or installation or assembly, vandalism, animal or insect infestation, battery leakage, or act of nature or any other peril originating from outside the product. 
So even here, they mention that they don't fix a problem from any cause other than normal use and operation in accordance with the owner's manual. So, I fail to find anywhere in the Terms and Conditions which excludes a carrying handle, which iRobot deems as "The handle plays an essential role for the robot as it allows you to easily carry it from one area to a next. " So, being a core function of the vacuum, I fail to see why a carrying handle should be treated any differently from a broken motor, wheel, or other electrical component on the vacuum.
Squaretrade is saying that I have misused the vacuum by attempting to use a carrying handle, which had a failure.
This is all again holding separate the fact that Squaretrade told me they would fix the vacuum, and then changed their position so they would not have to follow through with the claim.
This type of treatment is dishonest and should not go unnoticed against the thousands of customers who have put their money and trust in Squaretrade.
Sincerely,[redacted]

They tell you the progress all the way thru the process. They are fast and quickly fix or give you your money back. I have had it both ways . I am very happy with them.

Initial Business Response /* (1000, 5, 2015/06/16) */
We are sorry the consumer had issues with their device. There are two types of coverage offered for this type of item. The first is named "Standard" which covers mechanical failure but not damage. The second type of warranty is named...

"Accidental Damage from Handling (ADH)" which covers everything under the "Standard" contract plus accidents and damage. Unfortunately, the consumer was attempting to file a damage claim and cited a portion of the general contract that did not pertain to his specific coverage. Due to the confusion, SquareTrade would like to make the exception and take care of this case. We attempted to contact the consumer a couple of times and just waiting to hear back.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I checked my voicemail and I do not have a response. I have received several emails from them PRIOR to the incident when I was trying to get my tablet fixed for the last 3 weeks. This is simply FALSE ADVERTISING. I don't have any voice mails from them and THEY KNOW that they can reach me via email as I stated earlier(which they have done SEVERAL times in the past). It seems like they just want to make it look like there care, when in reality the only thing that they care about is STEALING people's money with FALSE Advertising.
Final Business Response /* (4000, 9, 2015/06/23) */
We are sorry the consumer had issues with their device.
We have been trying to contact the customer by calling the number we have on file. That number is probably incorrect as the consumer has not received any of our messages. We will email the consumer to let them know that we are going to make an exception and pay them out.

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]

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, 2015/05/27) */
We are sorry the consumer had issues with their device.
Our terms and conditions do state that we will "Repair Your Product" but does not guarantee that original manufacturer parts will be used. Contacted Mr. [redacted] and offered a...

possible solution. The consumer appeared receptive and requested time to decide. Waiting for his response to the resolution.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Still an open case, I need to find a place to make the repair on the phone square trade will then reimbursed the cost. Over the weekend soon be done and hopefully they will follow through with the funds.
Final Business Response /* (4000, 9, 2015/06/15) */
We are [redacted] that the consumer is taking the next steps of the solution we offered. We will be waiting to hear back from him.

Initial Business Response /* (1000, 5, 2015/11/12) */
We apologize the consumer experienced issues with their device.
Per the Terms & Conditions "Depending on the Product and failure circumstances, at Our discretion, We will either:
Repair Your Product, or;
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;
Replace Your Product with a product of like, kind, quality and functionality."
We have resolved the consumer's claim by providing a cash settlement for a replacement device. The warranty is now considered fulfilled and we have no further obligations under this protection plan.
You can view the SquareTrade Terms & Conditions at http://www.squaretrade.com/terms
Initial Consumer Rebuttal /* (3000, 7, 2015/11/18) */
Hello Revdex.com, this matter is not resolved and here's why and what I wrote Squaretrade.
Maybe in your eyes its fulfilled but not in mine, you owe me 22.00 dollars for half of a two year warranty I can't use, I paid for 2, 1 year insurance policies totaling about 44.00 Dollars, I should be able to terminate 1 of the 1 year policies that being the 2nd year of my agreement and receive a partial refund. Nowhere in the policy does it say I cannot terminate my unused portion. let me give you an example: If I bought a 1 year warranty I would have been afforded the same coverage as a two agreement making them 22.00 for each year of coverage. also For Example: Think of it as me or you buying a car and having bought 2 years of car insurance and then in the first year we sold or traded-in-the car or wreck the car or whatever happen to the car, the point being we don't have the car any longer So therefore we no longer need to carry the 2nd year of insurance and because all this happened in the first year. Therefore we should be entitled to and receive a refund for 2nd year of insurance we purchased but did not need because we don't need the insurance any longer because we don't have the car any longer and in this case it just so happens it's a tablet, So Please refund my 22.00 dollars ASAP.
and here is what Squaretrade wrote prompting my above response
Final Business Response /* (4000, 9, 2015/11/19) */
As noted in the Terms & Conditions, " This is not an insurance policy and we have no further obligations if We provide a cash settlement reflecting the replacement cost of a new item of equal features and functionality."
The consumer's protection plan has been utilized and fulfilled by payout for the
device. We are going to make a one time exception for partial refund of the warranty.

Final Consumer Response /* (2000, 6, 2015/06/22) */
Dispute has been resolved
Thanks
[redacted]

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, 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]

Initial Business Response /* (1000, 5, 2015/07/17) */
We are sorry the consumer had issues with their device.
The reason we offered a payout is that we did not have the upgraded phone available as promised. The payout we agreed to was enough to purchase the upgraded phone.
We were able to...

reach an agreement with the consumer.

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.

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.

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]

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.