SquareTrade, Inc.

Initial Business Response /* (1000, 5, 2016/01/20) */
We apologize the consumer experienced issues with their device. The SquareTrade Assurance Team indicated that the consumer filed a claim on an item that had
discrepancies with the information provided. Unfortunately, items with...

misrepresented documentation are not in accordance to our Terms and Conditions and are considered ineligible items and we are unable to honor the warranty. The warranty has been cancelled
and a full refund will be returned in 7-10 business days.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
These are poor business ethics. I provided authentic documentation to squaretrade each and every time. There was no problem until the reimbursement process started, now you just cancel my plan and getaway with breaking a contract and leaving me stuck with the cost of repair. What discrepancies???
SHOW AND PROVE. Squaretrade just does not want to keep their end of the deal.Accidents happen and are not preventable all of the time. I already had insurance with T-Mobile and now I have no insurance because I can't reactivate the same plan again.
Final Business Response /* (4000, 9, 2016/02/10) */
Our records indicate on 1/11/2016 the consumer talked to an Assurance Manager & was informed that the receipts provided were invalid due to the discrepancies on it.
We will no longer cover the device, the warranty has been cancelled & refunded.

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, 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, 2014/09/10) */
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]

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.

purchased a hp laptop from qvc. also purchased a three SQAURE TRADE service contract. spilled water on it in january. kane had several emails and phone calls from them. every information they requested I complied with..and yet no response..It's May and my laptop is still down.
I have emailed copy of my service contract several times
just honor the contract

Initial Business Response /* (1000, 9, 2015/01/26) */
Received response via email:
We are sorry that the consumer was not given the opportunity to purchase the type of warranty they really wanted to purchase.
When the warranty is offered on the first page of the item listing the buyer...

can view the warranty details by hovering and clicking on the line showing the warranty. The new window will give the details of the warranty and what options are available. When those options are chosen the details of that particular warranty are shown. This allows the consumer more options to allow the consumer to be charged more and get better coverage or save money for less coverage. When the warranty is chosen then the first page does show the warranty and if the accident coverage is part of the warranty.
With some of the items sold through our reseller, however, accidental damage coverage is not an option. In those cases warranties cannot be sold with that coverage even is the warranty is purchased within 30 days of purchasing the item.

Final Consumer Response /* (2000, 6, 2015/10/13) */
An agreement was reached and restitution received. Finally a customer service person that actually provided customer service; [redacted] Z. was courteous and followed through with what was agreed upon. Please close the complaint.

Initial Business Response /* (1000, 5, 2014/03/14) */
Hi [redacted],
I am [redacted] the Resolution Manager at SquareTrade.
I am so sorry for the delay on the check. From what I gather from the notes, we accidentally refunded the warranty cost to the original warranty holder and have been...

trying to determine if that has completed since.
I know that this has dragged on for over a month at this point. We were waiting for a response from PayPal, but this is unacceptable. I've requested an overnight check to be sent out to you. You should get the check by tomorrow, or Monday at the latest, barring any sort of weather issues. Again, I am sorry for the delay on this.
As for your lens issue, if the repair is unsatisfactory, we would be happy to pay to have it sent back in to our repair depot to fix it to your satisfaction. In fact, we would want to make sure our repair depots are held liable for completing repairs for our customers.
But if you would rather have the unit repaired locally, at a place of your choice, I can reimburse you for the cost of repairs locally too. I'll see if I can reach out to you to discuss and get this worked out. You can also email me at [redacted]@squaretrade.com and tell me your decision on this.
Thanks,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/03/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The terms are fine. But I do have a couple shoots scheduled, and seeing as they are not paying my rental fees, I will need to use this lens. I will be sending it in to canon for proper repair. So it may be a couple more weeks before I get it dealt with. I will consider the situation resolved when I have the repair reimbursement in my hands. I was contacted by an employee of squaretrade, and he sent me a check. However when I replied to his email about sending it in in a couple weeks, I never received a response.
Final Business Response /* (4000, 9, 2014/03/26) */
Hi [redacted],
Go ahead and send it to Canon. Once you have the receipt, send it directly to me at [redacted]@squaretrade.com and I'll get you reimbursed.
Thanks,
[redacted]

Initial Business Response /* (1000, 5, 2014/07/24) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
The receipt submission process is an integral part of our warranty. It allows SquareTrade to verify that the item is eligible for coverage or not. For our customers'...

convenience, we provide multiple ways of submitting a copy of the receipt.
Generally, without the receipt, we can not process a claim through. But in this case, I will authorize an exception to be made for you. I'll have an agent contact you to get this process completed.
Please let me know if you need anything else.
Regards,
[redacted]

Initial Business Response /* (1000, 5, 2016/01/21) */
We apologize for the issue the consumer experienced with their device. Per Terms & Conditions "we will service the consumer's product 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." In this case we have chosen to have the consumer's device repaired & we will reimburse for fees to repair the device.

Complaint: [redacted]I am rejecting this response because:  I sent a response directly to their email inquiry so no clue why they didn't get it.  But I did speak with someone this morning and they gave me authorization to have the phone repaired at their expense.  We'll see if I actually get reimbursed after the phone is repaired.  Therefore, it's still in limbo as far as I'm concerned.Sincerely,[redacted]

Initial Business Response /* (1000, 7, 2015/04/16) */
We are sorry the consumer's phone failed.
The overnight replacement is contingent upon availability of replacement phones. We only have phones in our inventory that are "locked" to the major carriers. Our system cannot accommodate...

unlocked phones. This is why we were not able to get a replacement phone to the consumer.
We have since processed a claim to payout the consumer $329.00 for the purchase of a replacement phone.
Due to the poor experience the consumer had we are doing a one-time refund of the $75 deductible.

Initial Business Response /* (1000, 5, 2015/03/04) */
We are sorry the consumer had an issue.
When an automatic billing fails due a credit card the system automatically emails the consumer of a failed billing. If the failure occurred within 30 days we would be able to re-approve the...

warranty. Anything out of 30 days we can do nothing. The billing failure occurred in November.
It is not our intent to profit from a consumer's misunderstanding. If the consumer wishes we will reimburse the payments he has made.

Initial Business Response /* (1000, 8, 2015/01/26) */
We are sorry the consumer had an accident with their unit.
Unfortunately as per the Terms and Conditions the warranty the consumer purchased does not cover accidental damage.
The coverage type is listed under the "Coverage Type" in the...

summary of the protection plan. There it would state if accidental damage is covered.
If the coverage is not what the customer wanted we will reimburse them the full cost of the warranty. We are in contact with the consumer to have the warranty refunded and have their remaining warranties cancelled if they want them cancelled.
Initial Consumer Rebuttal /* (2000, 10, 2015/01/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2016/01/15) */
We apologize the consumer is still experiencing issues with their device. Our records indicate the technicians did the following repairs: replaced broken hinges, keyboard & Palmrest/Touchpad. The computer's hard drive had a data...

corruption issue that required a reset. The operating system on your hard drive was reinstalled and is now in working order. If the consumer is still experiencing issue our claims specialist will be happy to assist with filing a claim to resolve any additional issues.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As long as they don't lose my laptop this time or reset what I had to recover from the last reset. In addition, actually fix it this time.
Final Consumer Response /* (3000, 12, 2016/01/21) */
The customer service is horrible! They threatened to hang up on me! First, I was in France and then Pakistan. I refuse to send them the detachable computer because they reset it last time. They say that it is because of a corruption, I'm an IT professional and there was no corruption. They reset it for the he** of it! I only want to send the keyboard to be replaced, but they refuse! They want the whole thing or nothing!
Final Business Response /* (4000, 14, 2016/02/08) */
On 1/18/16 the consumer accepted our offer to move forward with the repair by sending in the laptop now refuses to provide the serial number for the unit or send in the entire unit to repair. Our repair center can't move forward with the repair without the full unit being sent. We gave the consumer the option to buy the keyboard or get it repaired locally but he refused both options. We have contacted the consumer to resolve this complaint but we have not received a response.

Complaint: [redacted]I am rejecting this response because:
These people are no spelling it out when the warranties are purchased - over 1,000 other people could not possible be wrong as over 90% have the EXACT SAME complaint. JUst because of this company - I will NEVER buy another piece of anything from [redacted] or anywhere else for that matter that uses these half bit clowns as a "so called warranty" company - thats to bad too.
I plan on contacting corporate [redacted] as well to make them fully aware they should drop them. 
Sincerely,[redacted]

We are sorry the consumer had issues with their device. When a device is repaired, SquareTrade allows a 30 day rework period for any failed repairs.  During this time the consumer is not charged another deductible if a follow up repair is needed.We have filed a claim for...

the consumer to be reimbursed the item price.  The consumer can use this reimbursement to purchase a new device.

Complaint: [redacted]I am rejecting this response because: See all of the reasons in my last message.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/02/18) */
We are sorry the consumer had problems with the printer.
As per our Terms and Conditions we provide a prepaid shipping label to our authorized service facility for repair, replacement or settlement. In this case in order to provide the...

settlement we provided an approval email with a link for the prepaid shipping label. Without the return of the item we cannot provide a settlement. The approval email also states that in order to release the payment the item must be shipped back to us.
As we cannot cover taxes we cannot refund the consumer the taxed paid.
If the consumer could not print the label we could have sent them the label via mail.
Even though the consumer has cancelled the warranty and we are providing a full refund of the warranty price we want to show the consumer that we are willing to work with them. We will make a one-time exception, approve a payment for the price of the unit and have the consumer paid out by check. They should receive the check in 7 - 10 business days.