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SquareTrade, Inc.

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SquareTrade, Inc. Reviews (988)

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, 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.)

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, 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.

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.

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, 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.

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.

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.

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.

I purchased a two year warranty on my son's phone 30 days after purchasing it as I was comparing the terms of the SquareTrade warranty and the warranty offered by the provider. Two days later, my son cracked the screen and I went to submit a claim. Square Trade denied the claim, stating that it occurred within the plan waiting period (which according to the warranty is one day). I then called SquareTrade to get the issue straightened out, and three calls later finally had the claim approved and was sent instructions on sending in the phone for repair. I then received a call stating that the claim will be denied because I told them that the issue occurred the day I purchased the warranty (which I didn't because that is not true - and if I did put that in the request, it was a typo which they would not allow to be corrected). To their credit, refunding my deductible and the money I paid for the warranty seems to have gone smoothly, but I would not be surprised if they come back and deny that later too (although if that occurs, I will be submitting a complaint to the Revdex.com instead of a review).

Initial Business Response /* (1000, 5, 2015/09/17) */
We are sorry the consumer had issues with their device.
We always allow the option to the consumer of trying to do a repair locally and send us the receipt for the repair. In this case the unit was unable to be repaired by the local...

shop. In cases like that we do not reimburse for diagnostics that do not result in a repair. When the local repair shop deems the unit unable to be repaired we ask that the consumer send the unit to our repair facility so that we can evaluate the device. Sometimes we are able to have it repaired whereas a local shop does not have the resources that our repair depot has.
We are addressing the issue of consumer not getting contacted on the correct number we are reviewing our training and making sure our specialist put in proper notes.
Due to the poor response the consumer experienced and not having been given the correct information we are paying out the consumer and reimbursing them for the diagnostics.
We have contacted the consumer to make them aware of the payout and reimbursement.

Initial Business Response /* (1000, 5, 2015/03/19) */
We are sorry the consumer had these delays with their claim.
Sometimes when the data is transmitted from our resellers it does not get loaded into our database. When a consumer calls in to file a claim, in that case, the warranty that...

they have purchased (and have documentation showing it has been purchased) does not show in our database.
We were able to do some research and find the warranty allowing the consumer to file a claim.
Due to the delay in service we reimbursed the consumer the warranty price.
We emailed the consumer this information.

Initial Business Response /* (1000, 5, 2014/06/10) */
Dear [redacted],
I am Shannon, a Resolution Specialist here at SquareTrade.
I apologize that our initial repair did not resolve your issue. I have reached out to the repair facility to confirm the work that was done: the main board of...

the tablet was replaced, which should have resolved the issue. Your item was tested before being returned to you and was in working order and connecting to the wifi network at the repair facility. It is also possible that the issue is with the wireless network you are trying to connect with.
In the event that a repair does not resolve the issue, we have a procedure in place to return to the item to the repair facility for them to re-attempt a repair. Our repairs are guaranteed to be returned to you in working order, and if it is not, we will make 2 more attempts to complete that repair. Our agent offered you that option when you reached out to us and you declined.
I apologize that you do not agree with our procedure. If you would like us to complete a repair on your tablet, per our contractual agreement, we would be happy to do so. However we cannot issue a refund for your item at this time.
Thank you,
[redacted]
Resolution Specialist

Initial Business Response /* (1000, 5, 2014/10/01) */
We are sorry the customer had this experience. We have no control on how long a depot takes to repair an item. The depot also did not update us on the status of the repair. We have since settled with the customer with a payout on the unit...

and refunding the warranty price as per our 5 day repair guarantee.
Initial Consumer Rebuttal /* (3000, 7, 2014/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Squaretrade also promised that both of my hard disks would be returned to me. I have still not heard any news of them being sent out to me.
Final Business Response /* (4000, 9, 2014/10/14) */
We are sorry the consumer had so many problems with this repair.
The 5 day guarantee we offer is for when we cannot repair the unit in 5 days once it is delivered to the repair depot. This repair exceeded the 5 days and we sent a check to the consumer for the warranty price.
The agents were just relaying information that the repair depot sent to us based on what they were told by the suppliers of the parts. They were updating the information daily. We cannot control the suppliers of parts and the information they pass to our repair depot.
The unit was deemed unrepairable due to delays and we paid the customer out the price they paid for the unit. We also returned the unit's hard drive to the consumer for security reasons.
Final Consumer Response /* (2000, 11, 2014/10/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 6, 2014/08/06) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I am sorry for the confusion on this case. It takes us a few days to process the refund, but the actual timeframe for you to get it, from process to having a check...

mailed out to you is about 7 business days.
There shouldn't be any reason why we would deny a refund request, so I'm not sure why our agent told you we have to decide on the refund. I'll circle back to his manager regarding this.
Your refund is in process, please give us a few days to get that check to you. We unfortunately can not refund this to your credit card. This was a warranty purchased through one of our partner companies, and your credit card information was not relayed to SquareTrade.
Please let me know if you have any other questions or concerns.
Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 8, 2014/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
well it has been the 7 business days that your company stated it would take to process and for me to receive the check and I got the mail today and still nothing. somethings just not right and I think you people need to fix a few things with your company so things like this never happen to other customers. at this point I have my doubts that I will receive this so called check. also you say that you cannot refund to my card because I bought the policy through a partner company, but there is an option on the website to link debit or credit cards to a users account, which I did do. so its not like the company didnt have my card info to refund directly. either way this is the most bogus issue I have ever had with a warranty company. I just want me [redacted] money back and it seems its gonna be a very long process. I ask send it via overnight or refund to my [redacted] card. enough with the [redacted]
Final Business Response /* (4000, 10, 2014/08/26) */
Hi [redacted],
You should have the check by now. If not, please let me know. I've tried contacting you to confirm, but it looks like we were disconnected. If you need anything, please let me know.
Thank you,
[redacted]
Final Consumer Response /* (2000, 12, 2014/08/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/06/05) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I am sorry for this disappointing news. But our warranty offered on our website is clearly indicated to only cover new items. Unfortunately, we are not able to...

individually verify every invoice submitted through our purchase verification at the time of submission.
Unfortunately, your tablet does not qualify for the coverage purchased. We will offer you a full refund on your warranty, but we will not be able to approve your claim.
If you want more information, please contact me at [redacted]@squaretrade.com.
Regards,
[redacted]

Initial Business Response /* (1000, 5, 2014/12/09) */
We are sorry the consumer had a delay in the repair. The web site on our "SquareTrade Promise page states, "Your item will be fixed in five days or less after we've received it or your plan is free (guaranteed)." It does not state we will...

reimburse you the price of the item. We will refund the warranty price to the consumer as the specialist offered.
Also the email from us states that if there is a delay in repair "we may simply reimburse you". It does not state we will reimburse you.
The unit was repaired and is scheduled to be delivered on December 9.
Initial Consumer Rebuttal /* (3000, 7, 2014/12/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The unambiguous "5-Day Service Guarantee" on SquareTrade's website states in full and without any further elaboration: "We'll repair your item in five business days or less after we've received it, guaranteed." When a repaired laptop was not returned to us within the guaranteed time frame of "five business days or less," we had no choice but to purchase another laptop. As previously mentioned, this guarantee for a speedy repair was the reason for which we purchased a laptop warrantee through SquareTrade. This same guarantee still remains advertised on SquareTrade's website (http://www.squaretrade.com/laptop-warranty) under the heading "Why Choose SquareTrade" as of today's date, December 24, 2014. Please also note that when the stated guaranteed time for an item to be repaired had elapsed and we inquired further, we were offered no reasonable date as to when to expect the laptop.
Final Consumer Response /* (3000, 15, 2015/06/19) */
As of 6/19/15, we still have yet to receive the reimbursement that SquareTrade promised on 12/9/14: "We will refund the warranty price to the consumer as the specialist offered." Please note that we have waited for the above stated compensation, but have still received no refund in any form.
Final Business Response /* (4000, 17, 2015/07/01) */
We are sorry the consumer did not get the refund of the warranty as promised.
For some reason the refund was never processed. We are going to expedite the refund and the consumer should receive the refund by the end of this week.
We apologize for the breakdown in our process and we are addressing the reason it happened so it will not happen again.

Initial Business Response /* (1000, 6, 2015/07/26) */
We are sorry the consumer delays in the processing of their claim.
We don't know why there was a delay in processing the claim. As of July 26 the device is in transit to the repair depot. As per the tracking number the device should be...

at the repair depot by July 28.
Our repair guarantee guarantees the repair, once it has been received, will take 2 days to repair. If the device is not repaired in two days we will refund the warranty price. As the device has not been received yet the guarantee does not apply.
Initial Consumer Rebuttal /* (3000, 8, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am glad that the item is en route to be repaired. But there is still a serious problem with their system.
I didn't delay this process. THEY stalled the process.
It took me over two hours of calling them to be able to file my claim the second time. When you call, you navigate through a menu indicating what kind of device needs repair and where it was purchased. At the end of the menu, you are connected with someone who tells you that they can't help you because the laptop team handles all laptop claims and you are told that the laptop team will call you back. A few minutes later you receive a call, and when you pick up you are connected with the same menu that you just spent 5 minutes navigating through. And you repeat the process. Over and over. After two hours, asking to talk to a manager (who never picked up, I was put on hold and they literally never picked up. I left that phone on speaker phone and continued to call from another phone.) finally I explained to the person that I had filed a claim with the Revdex.com and that time they said they were able to process my claim and I didn't need to get a call back from the laptop team. I believe this is a scam. It should not take hours to file a claim. Not to mention this was actually my second attempt to file the claim and they showed no record of my original claim.
Final Business Response /* (4000, 10, 2015/08/04) */
We are glad the consumer's device was repaired and returned.
We are sorry there were delays in the process. These delays had NOTHING to do with what the consumer did.
It is not our intent to stall any process. We are addressing the issues of being able to respond to the consumer when they place a call. The menu was created to help accelerate the claim process, getting the consumer to the specialist that will be able to resolve their issues. In this case the person that took the call did not process the call in the proper manner and caused more delays. We are addressing the issues the consumer had. We are hiring more specialists and mangers to relieve the issues of delays in working with the consumers and training so that the consumers are being handled properly.
Final Consumer Response /* (2000, 12, 2015/08/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I hope that the company will live up to their promises. The issue was not one individual person who handled the call incorrectly. I called many many times over hours and every call was handled the same. If I was able to reach a person at all (most often I ended up in an endless loop of menus or was put on endless hold), they promised a callback and the callbacks were always just the same menu as when I called. This doesn't seem like a problem with an individual employee, this seems like the way the system is set up. Maybe they hope someone will give up and they won't have to repair the product.

Initial Business Response /* (1000, 7, 2015/04/07) */
We are sorry the consumer had a delay in his reimbursement
The address we had on file was not a verified address from the United States Postal Service. That is why the check was delayed.
We have since sent the check and, as per the...

shipper, it was delivered on 3/31. Due to the delays the customer experienced we have refunded the $75 deductible and an additional $75.00 credit to the consumer's credit card account as a gesture so that the consumer will feel better about dealing with SquareTrade.
Initial Consumer Rebuttal /* (2000, 9, 2015/04/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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Address: 575 Market St Fl 10, San Francisco, California, United States, 94105-2844

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