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.

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, 2015/05/27) */
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, 2014/09/10) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I am sorry to the delay on this. It looks like we were having issues with getting a qualified technician assigned for your area.
We've moved your claim to a full...

payout for your printer. You should be all set. I'll make sure your refund for the warranty is also processed as per our 5 day guarantee.
Regards,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2014/09/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (4000, 12, 2014/06/09) */
Hello [redacted],
I am Shannon from the SquareTrade resolution team.
I apologize that you received a phone that was not in working order. We test each phone before it leaves our facility, but it is possible that phones slip through the...

cracks. We are not able to supply new phones for all models, which is why it states in our contract that your phone may be new or refurbished ("How we will service your Item: Provide a new or refurbished product of equal features and functionality").
Per our policy, we will issue a payment for the value of your item if after 3 attemtpts we are unable to provide you with a working replacement. As a result, your claim has been moved to payment. It appears that a check refund is on the way back to you for the retail value of your phone.
I apologize again that we did not clearly explain to you our policy and procedure for claims involving failed replacements. If you have any further questions or concerns, please contact us at [redacted]@SquareTrade.com.
Sincerely,
[redacted]
Resolution Specialist
Initial Consumer Rebuttal /* (4200, 16, 2014/06/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was no resolution offered here, simply someone trying to explain away horrible service. The 2nd phone I received was also broken, the customer service people are rude and know that bad phones are constantly sent out which I now know was the reason the first girl I spoke with told me she wouldn't promise I wasn't going to receive more broken phones, the supervisors refuse to return phone calls and the overnight shipping guarantee wasn't met. I hope this goes as a bad mark against a bad company. It's taken me over 6 hours of personal time to resolve a claim that was submitted online.

Initial Business Response /* (1000, 5, 2014/03/28) */
Hi [redacted],
I am [redacted] the Resolution Manager at SquareTrade.
I am sorry for the hassle you've had on this case, but we're not going to be able to offer you a payout on your claims. Our claim process, as stated to you, is that...

we'll attempt repairs and if a device isn't repairable we will offer you a reimbursement.
From your statement, you had already purchased new phones prior to filing your claim with us. Had you mentioned this, we would explained our position better. But our agent did offer to have your phones sent in for repairs, and clearly indicated to you that repair was our first resolution.
I am not sure why you proceeded with the repair process and expected a payout. Unfortunately, we're not able to offer you a payout after doing complete repairs for both your phones.
I am sorry I couldn't provide better news.
Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/04/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We DID state that we had to get new phones in the claim that we filed. It is not our fault that your claims people did not see this. Our phones were not repairable and they were not repaired. This is a complete lie if you try and tell me this.
We stated in our claim that the phones were severely water water damaged and did not work as well as the fact that we bought new phones. Your contract and employees say that if the phone is not repairable you will get the payout. NOT that we will get new phones.
"Replacement is only offered on iPhones. If you buy our warranty from Costco or Sams club on any android phone then also you are covered for a replacement phone. If the warranty is purchased from our website on android phones then it is not covered for replacement but in the case of iPhone is covered."
These are 100% brand new phones NOT our phones fixed! My screen wasn't broken so why would they replace it. These phones do not have a single piece of our old phones in it. Your company is terrible if you cannot even follow through with your contract. Why are we being treated differently? Tons of other people stated their phones were water damaged and received payout before it shipped. Why were we not offered this? We sent in our phones for "repair" because we knew they couldn't be repaired and your company told us to send them in. Fully knowing that we had already purchased new phones!
We proceeded with "repairs" because that is what your company told us to do. We told you we had to get new phones and squaretrade said the old phones could be fixed. This is not our fault.
Final Business Response /* (4000, 11, 2014/04/29) */
Hi [redacted],
I had to review this case with other members of our escalation team. As I've previously stated, you had sent this unit in with the knowledge that it was going to be repaired, but the expectation of a reimbusement. So technically we did what we were supposed to do for you in this case.
But after review, we do find that having to pay out almost $1200 because of a miss-understanding is quite a hardship, so we'll go ahead and have you send your repaired phones in and will get you paid out.
I'll have an agent contact you to get the details hammered out.
Thank you,
[redacted]

Been calling for over a month to claim my daughter tablet they keep say they can't find my claim sent them the receipt four time about to get a lawyer

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]

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, 2014/02/19) */
Hi [redacted],
I am [redacted], the resolution manager at SquareTrade. I am sorry for any confusion for you. But SquareTrade, contractually, can not offer extension warranties. We understand that this is something that customers want, and...

we're working to produce something like this. But this process will take a while.
Unfortunately, for the time being, we're just not able to offer an extension on your item.
Regards,
[redacted]
Final Consumer Response /* (3000, 7, 2014/02/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
hen I purchased the tv I was under the assumption that Panasonic would be able to have contiuious warenty I will never ever buy another tv as long as it is under square trade warranty you are frauds and were wiling to take my money when the tv was new but now that it is a couple of years old you effuse my business ...unfair
Final Business Response /* (4000, 9, 2014/02/24) */
Hi [redacted],
I'm sorry you feel that its unfair. We're very transparent with what we can and can't offer, though. Again, extensions has never been something we've been able to offer.
I'm sorry I can't deliver better news for you.
Regards,
[redacted]

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

Initial Business Response /* (1000, 5, 2015/04/15) */
We are sorry the consumer had an accident with his laptop.
Our system sends automatic emails to the consumer with updates. It also updates our system automatically. The claim is being handled by a replacement tablet being purchased and...

then sent to the consumer. When the claim is updated to the next status currently there is no automatic email template that states what is specifically happening because this is a new procedure that has just been implemented, it uses the closest status available currently in the system, parts replacement. We are addressing this issue so consumers and our specialists won't be misinformed by the status.
SquareTrade does have a 5 day guarantee stating that if a unit is not repaired in 5 business days we will refund the price of the warranty. We are currently processing that refund.
Initial Consumer Rebuttal /* (2000, 7, 2015/04/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
SquareTrade replaced the tablet with what appears to be a refurbished tablet, same brand and product version of the product that was warranted. It arrived in working condition.
Since this ordeal took way more than 5 days, SquareTrade refunded the the price of the warranty.
I accept both actions as a resolution to this complaint.
Many thanks to Revdex.com for the assistance in resolving this matter.

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.

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.

Initial Business Response /* (1000, 5, 2015/06/01) */
We are sorry the consumer had issues with their device. We apologize for any delays and inconvenience uploading the receipt/documentation may have caused. The warranty is now in place and is in our system. We contacted the customer and...

left a message to contact us back to initiate the claim filing process and troubleshooting steps that may help resolve the issue.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Someone from Squaretrade did contact me to let me know that my information was now in their system. However when I called back and after verifying my information the representative ask would it be okay to place me on a brief hold. I held the line for 11 minutes. When I attempted to call back I could not get through. At this point I am done with this company because it seems to be a game to them. I will never buy another warranty from them
Final Business Response /* (4000, 9, 2015/06/08) */
We are sorry the consumer had an issue with contacting SquareTrade. I called the consumer and left a message with my direct contact and extension so that she can contact me directly and be taken care of.

Initial Business Response /* (1000, 5, 2014/08/11) */
Contact Name and Title: [redacted], Resolution Mgr
Contact Email: [redacted]@squaretrade.com
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I am sorry the repair did not fix your item. But generally speaking, on...

unsuccessful repairs, we do reserve the right to send the computer back for a "rework." Basically an opportunity to check on the repair and verify that it is an actual repair failure and to proceed from there to either continue repairs or move towards a reimbursement. As ** noted to you, we can't move to a reimbursement without that initial rework process.
But checking into the notes here, I see that one of our agents have made an exception to this case and have provided you with a reimbursement. This should resolve the case, but if you have any questions or concerns, please let me know.
Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response, as "generally speaking, on unsuccessful repairs, we do reserve the right to send the computer back for a "rework." This is no where in the contract I agreed to when I purchased the insurance policy, and no one can show me where it does. I accepted the partial reimbursement because I am tired of dealing with Squaretrade. However, I do not view the reimbursement a satisfactory resolution.

Initial Business Response /* (1000, 5, 2016/01/13) */
We apologize for the issue the consumer experienced with their device. During the purchase process on Amazon it does state SquareTrade Protection Plans are only valid for new products purchased at Amazon within the last 30 days....

Unfortunately the consumer misrepresented her warranty by indicating the device was "new". The consumer's device is being mailed back & a refund has been processed for the warranty.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If you only cover new items only, why didn't square trade refunded my money after I purchased.
I paid for the warranty not knowing that only cover new items. Square trade did not attempted to cancel my warranty purchase or refunded the money. The original purchased date was September 21, 2015. Three months went by without any contact from Square Trade regards to the warranty purchased. Until, December 23, 2015, I called in for a claim on my chrome book. Square Trade returned my broken chrome book and kept the power supply. I still didn't see any refund back yet at this time.
Final Business Response /* (4000, 9, 2016/01/21) */
The consumer indicated they were not aware that the warranty did not cover used items however the purchase page clearly states the protection plan is only valid for new products purchased at Amazon within the last 30 days. SquareTrade was not aware that the consumer misrepresented their warranty for their device. The refund has been processed and will be returned in 7 to 10 business days. We can also reimburse the consumer for the power supply that was not returned.

Initial Business Response /* (1000, 10, 2014/10/09) */
As per the customer's own admission he contacted the seller right away. This shows that the item was never working. As stated in our Terms and Conditions we cannot warranty something that has never worked. Also any issues in the first 30...

days are not covered by the SquareTrade warranty but the seller or the buyer protection offered by the web site that sold the item. We did refund the customer the full price of the warranty.
Initial Consumer Rebuttal /* (3000, 12, 2014/10/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is right from the agreement sent to me:
HOW LONG OUR COVERAGE LASTS:
If your item is NEW, this Protection Plan begins on the day you purchased the item, and lasts for the number of years you chose at purchase time.
They didn't even try to honor any part of the coverage. I would have accepted shipping back to the manufacturer, which I have now had to pay to get it repaired.
More from their policy:
FREE SHIPPING:
This Protection Plan covers all shipping charges to authorized service centers during the Coverage Term, including shipping to the manufacturer if the manufacturer does not cover shipping charges to their facilities.
Final Business Response /* (4000, 14, 2014/10/28) */
As is stated on the warranty summary there is a 45 day waiting period. Warranty further explains in Terms & Conditions under Definitions: "during which if any issues occur, they are considered pre-existing conditions and render the item ineligible for coverage under this Protection Plan." If an item is ineligible for coverage, "We will cancel Your Protection Plan and provide You with a full refund of the Protection Plan Price"
We will be willing to reimburse the consumer the shipping costs as a demonstration of our willingness to work with the consumer. We will contact the consumer to make arrangements for this.
Final Consumer Response /* (2000, 16, 2014/11/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Received the check for shipping back to China. It is unfortunate that I had to take this route to get satisfaction. I once again looked over their policy sent to me AND listened to their advertisements endorsed by a FOX radio host that states the item is covered from DAY ONE...not 45 days after purchase as stated above. If that is their coverage, then they should make it known up front in the policy and advertising.