SquareTrade, Inc.

Initial Business Response /* (1000, 5, 2014/10/02) */
The page referenced by the consumer is not a document that was signed by the consumer. It is a web page that is not accessible via the company's web site. It references most items under $500, not all. The 5 days that is refers to is 5...

business days. The unit was repaired and shipped to consumer on the sixth business day. Package was redirected. Only the shipper or the recipient can do that. We are not the shipper, the repair depot is the shipper. Consumer never picked up the unit from the redirected location. Our contract does not state that we will reimburse the item's price if it is not repaired in 5 days. We will reimburse the customer the warranty price as promised.
Initial Consumer Rebuttal /* (3000, 7, 2014/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
"It is a web page that is not accessible via the company's web site" Is squaretrade.com not your company's website?!? Because that's the link - http://"www.squaretrade.com"/merchant/learn/guarantee.html.
"It references most items under $500, not all" If laptops are not included then "most" is very misleading. Laptops are not 1% of your warranties. "Most" would sound, to any reasonable person, like any of the standard items, excluding maybe some unique/exclusive items, which a laptop is not.
You made no proposal on how you want to handle my claim, you only argued with my. How would you like to proceed? What is your idea of how this should be handled?
Final Business Response /* (4000, 17, 2014/12/15) */
First of all SquareTrade wishes to apologize to the consumer, the shipment was not "refused delivery" as we stated it was. There was no one available to sign for it and it was help at the shipping company's facility for pickup. No one picked it up so it was returned to the repair depot and shipped again, this time not requiring a signature. This was done to make the process easier for the consumer. We will contact the consumer to see if he has the unit or not.
Final Consumer Response /* (2000, 21, 2015/01/07) */
Revdex.com,
You can close this case as "customer satisfied". Business issued a refund per my request. Customer is satisfied with result. Thank you squaretrade. Thank you Revdex.com.

Initial Business Response /* (1000, 8, 2014/10/08) */
We are sorry for the delay in the payment. We do not know why there was a delay in the first place. According to our records a payment was made on 9/18. We will confirm the payment information with the customer.
Initial Consumer...

Rebuttal /* (2000, 10, 2014/10/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/07/29) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
A box has been requested. I'll make sure it gets to you ASAP.
As for the quote you submitted, that was not a receipt for payment, is it? I believe one of our...

agents contacted the repair service to confirm the quoted amount and he was told that this is a quote, based on the repairs needed, but the repair tech has not proceeded with repair yet, so shouldn't need to be paid, correct?
It it was just a quote for repairs, this should be fine, our depot will take over the repair process and will get this unit fixed for as soon as possible.
Regards,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2014/07/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received the shipping box and will send the laptop. There seems to have been a miscommunication as the receipt was a quote but we were told that since it appears that the laptop could not be completely repaired, we should submit it.

Initial Business Response /* (1000, 5, 2014/10/29) */
We are sorry the consumer had the bad experience. As per our Terms and Conditions we cannot reinstate a warranty after the warranty has been canceled unless it is within 30 days of the warranty purchase. The agent did try to reinstate the...

warranty and was unable to.
Due to the poor experience the consumer had and the fact that the consumer is only requesting the fair reimbursement for the repair we will be sending a check to the consumer in the amount of the repair - $440.76. The refund of the warranty would be the amount if the consumer cancelled the warranty after the reimbursement of the repair took place.
We will contact the consumer to let them know how we will resolve this complaint.
Initial Consumer Rebuttal /* (2000, 7, 2014/10/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The response from Square Trade is fair and completely satisfies my request. Thank you!

Initial Business Response /* (1000, 5, 2016/01/08) */
We apologize for the issue the consumer experienced with their device.
Per the Terms & Conditions we do not cover lost, stolen, or irretrievable items. The consumer has been refunded in full for the warranty price.
Initial...

Consumer Rebuttal /* (3000, 12, 2016/03/01) */
Final Business Response /* (4000, 14, 2016/03/06) */
The consumer agreed to the Terms and Conditions when the warranty was purchased. The Terms and Conditions state we do not cover lost and stolen items. We also reserve the right to cancel a warranty if our terms are not met. We initiated a refund and cancelled the warranty due to the consumer confirming the device was lost(irretrievable). We have contacted the reseller and confirmed that the consumer requested to not be refunded. Refusal of the refund per the consumer does not reinstate the warranty. The consumer's warranty still remains cancelled. At any time the consumer can accept the refund from the reseller.
Final Consumer Response /* (4200, 16, 2016/03/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As stated numerous times, I called for clarification of your warranty on 2015.09.22 and spoke to Kathy. Her explanation of the warranty terms differ from yours. Ironically, you are unable to find the call record even after I provided you proof that the call took place, and even though you have repeatedly stated that you record all phone calls. I also have asked for clarification on how much of the drone you need back. I also have 3 years on the policy to look for the drone. Why you state that you have the right to cancel the warranty is rediculous.
It is clear that you will do anything you can to not pay out on a warranty claim. Your company is nightmare to work with. Your company clearly does not value your customers nor does your company put your customers first.

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. Sincerely, [redacted]

We apologize to the consumer for the inconvenience.For us to be able to proceed with the reimbursement we would need one of two things.1. Documentation from the store that took the device and dispose of it.2. The Original phone that is covered.

I will not do business with Square Trade again - I purchased a protection plan for my Galaxy Note last September. Today the phone did not power on for some reason. I called Square Trade and they told me to get the phone repair locally and I refused to do so, the fact that they told me if I needed a replacement I would get one. After spending over an hours with them on the phone and they told me they would submit a claim to have a new phone ship out the next day, but I have to pay them $50 deductible first, which I did. The following day I received an email below. I contacted them, and I was told that the warehouse cannot locate a new phone and therefore they will submit a new claim and send me a full payment for $796, which I refused to accept, I told them I cannot run my business without having the phone for 10 days or more. I asked them to cancel my contract and refund my deductible, and told them that I will file a complaints with Costco and Verizon.
"Congrats! Your claim is approved, and you're eligible to receive a payment of $796.00. Here's what you need to do before we can release your payment:
Your item will not be returned to you. Any data not backed up will be lost.
Use a sturdy box and bubble wrap to pack your item. Pack only your item, its battery, and its charger/AC adapter.
Click here to print your free FedEx shipping label, attach it to the box, and ship your item to us.
Once your item has been verified, we'll release your payment (can take up to 10 business days). If you have questions or want to schedule a call with one of our specialists, just visit squaretrad[redacted]".

Squaretrade, sold me a warranty 6 months ago, accepted my payment and acknowledged the policy. What they did not say was that they could not give me a warranty because it was 9 days outside of their rules which says 30 days.

It was in fact done within the 30 days but the Apple launch messed up their website which is not relevant to this complaint

They took money, I had the warranty showing on the web portal

until I tried to file a claim at which point they said the warranty was not valid, cancelled the policy and issued a refund.

How many millions of their customers suffer this problem thinking they are safe until they place a claim

Why do they accept customers and then just say sorry its invalid ?

How many unsuspecting people who never place a claim, but were charged for a warranty which was meaningless

This is the WORST case of deceptive practices I have seen

We have not received any follow up emails from the consumer.  Another voice mail has been left with direct contact information to our resolutions team to assist in resolving their issue.  We have also sent another email with this information as well.  At this time we are unable to access the consumers account to provide a resolution for their issue.

Initial Business Response /* (1000, 5, 2015/09/25) */
We are sorry the consumer had issues with their device.
As is stated in our Terms and Conditions, "What Isn't Covered" "Accidental Damage: Unless you purchase ADH coverage, we don't cover items that are damaged accidentally. This...

includes water immersion, drops, and spills."
The warranty was sold to the consumer by a retailer and we have no control over what features are included in the warranty. In this case the accidental damage was not included in the warranty.
Because of the seller did not give the consumer a clear explanation of what is covered we offered the consumer 2 options:
1) Full refund of the warranty price - This would complete the warranty, no further claims can be make.
or
2) A one-time repair of the laptop - The warranty would continue but not cover any accidents in the future as the warranty does not have that coverage.
We have contacted the consumer and are waiting their response.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business Response /* (4000, 17, 2015/10/22) */
The consumer's tax reimbursement check was processed & delivered today.
Final Consumer Response /* (2000, 19, 2015/10/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/08/26) */
We are sorry the consumer has an issue with their device.
SquareTrade TV warranties do not offer coverage for any damage.
The warranty was never cancelled and is still active. What was denied was the claim that was placed for the...

damage. As the consumer agreed with a manager that they will send a photo of the damage and we will evaluate it to see if we can still keep the warranty in place.

Initial Business Response /* (1000, 5, 2015/07/29) */
We are sorry the consumer had issues with their warranty and with our customer service group.
We have confirmed that the warranties in question are both active. We are following up with the proper department at SquareTrade to make sure...

the warranties remain active and payments are made.
We are addressing the issue with not having enough specialists to answer the phones. We are hiring more specialists to that the wait time to answer the phone is being reduced.
We have spoken with the consumer and have addressed these issues.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received a call from "[redacted]" yesterday and he assured me that he is looking into everything and will get the billing issue taken care of. He indicated that I would hear from him within the next 2 weeks. I marked this response "no" because everything has not been completely resolved yet. [redacted] was very nice and I am taking him at his word and once everything is done I will mark this section "yes".
Final Consumer Response /* (4200, 14, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told by "[redacted]" that I would be hearing back from him with a resolution and that has NOT happened. I am not understanding how this can be so complicated! Is this a sign that there is a much bigger problem going on with how you treat your customers and how you bill them? From my point of view as the consumer it is pretty straight forward. 1. Make sure the billing for my account and my wife's account is accurate! 2. Make sure there is NO lapse in coverage since we have done nothing wrong and NOT missed a payment. 3. Get the information in YOUR system fixed so that it pulls the money ON TIME every month. We I first filed this complaint I was giving your company the benefit of the doubt and NOT asking for anything. Now, with the frustration, claims that have not been followed through on etc. I think my wife and I should get our warranty for free! But if you don't want to do that THEN GET IT FIXED!
Final Business Response /* (4000, 18, 2015/09/11) */
Hi [redacted],
We have confirmed that the current billing cycle was complete and both warranties are current and active. The consumer should have no issues when filing a claim.

Initial Business Response /* (1000, 5, 2014/08/14) */
Contact Name and Title: [redacted], Resolution Mgr
Contact Email: [redacted]@squaretrade.com
Hi [redacted],
This is [redacted], the Resolution Manager at SquareTrade. I am so sorry for the delay.
We had requested multiple shipping kits...

to be sent out, but for some reason they did not make it to you. I'll investigate further to see what happened here.
But in the meantime, we'll proceed with getting you paid out on the laptop so you can get a new system for yourself. To make you completely whole, I'm going to go ahead and get you a full refund on your warranty costs too. So you'll get another check for $129 in case you need to warranty your new laptop.
If you have any questions or concerns, please let me know.
Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/08/21) */
Hi,
Last week, [redacted] from SquareTrade called and let me know they would be sending me the full value of the computer as indicated on the receipt.
I do not recall him telling me that they would be refunding my warranty, I found that out from reading the response but it's nice to find out and I'm waiting to make sure it happens since that's apparently going to be a separate funds transfer. I shipped the computer back to them as of Saturday, they will hopefully receive it soon. I am currently still waiting on the funds to be transferred to my Paypal account. Could you please hold this case open until I receive the refund/claim amount? I was under the impression that they would process the refund and claim amount immediately, however the email they sent me with tracking info said that this was pending receipt of the computer, so it may take a few days yet.
Thank you,
[redacted]

Initial Business Response /* (1000, 5, 2015/06/23) */
We are sorry the consumer is having problems with their phone.
The warranty expired 2 months ago and we are unable to do anything for the consumer.

We are sorry for a** confusion experienced during the claim process.
Currently, the consumer's check is en route and would recommend referring to our resolution specialist who she has been working with for all updates. We understand your frustration and appreciate your patience.

The Square Trade Brochure indicates that they send overnight replacements. It is a LIE. In my opinion a fraudulent advertisement. It took 9 days for the phone to get to my hands!

Wow, the complaints I have read confirm the recent epidemic I have experienced. I have had and used many contracts with square trade over several years and products. I previously gushed to anyone that would listen what an amazing value from an amazing business. To quote "the best business of any type that I have ever done business with"
Over the last several months (trying to get an [redacted] plus that's not already broken) my opinion could not have changed more.
1. I have the average hour hold time
2. I get a call center that is now outsourced to Pakistan and can not understand most of what they are saying
3. I received an email, no call, that I had 48 hours to contact them or they would charge me $500 because there was a "find my phone app on my phone (that it came with) and I read the email about 5 days later. Went through the afore mentioned issues to reach them about getting my $500 back.
4.having to wait days and take different color phones because they did not not have the direct replacement. How "small time" is their operation?
5.at one point getting a broken, inoperable phone out of the package (which is the one and only time I one within 24hours) I called back and got the Pakistan call center who told me it would be several days because they don't overnight (after I told him I got that phone overnight) and he just argued they don't. Asked to speak to his manager, then he tried relaying information between us. When I insisted on talking to manager he came on and said they would not even begin to process a claim for another phone until they received that broken one back. 2 days later spoke with someone in U.S. Who apologized, upgraded the storage on my phone and sent me another color still
6. Received that phone and after trashing 2 pair of earbuds realized that the headphone, earphone did not operate properly
7. Dreading to replace phone again I asked about going to have it repaired. I would still have to pay another $50 deductible and count as another replacement because I did not call the day I got the phone
8. THEY contact a local repair shop and tell me they the repair part in stock. I should go there, pay them $100 (in addition the $50 deductible) and then send in the receipt.
9. Nightmare at repair shop. 3 different 2 hour visits and they finally tell me they can not fix the earphone jack.
10. Call ST and start ANOTHER claim, it will be at least a week before they will have another phone for me!!!
11. Get new phone a week later, not packaged as they usually are. There was no return box or label. Thank god this phone finally works
12. Try to call several times about how to return bad phone. Finally give and figure I will wait for the "just wanted to remind you" phone call which did not come. What did come with no phone call was another email that they AREADY charged me SEVEN HUNDRED AND FIFTY DOLLARS for a broken phone that sells for lass than that BRAND NEW.
13. I call my friends in Pakistan again and told they WILL NOT reimburse the $750 until the phone is in their hands (even though THEY did not send me a return box or label). He agrees that I will be reimbursed THE DAY they get the phone, no waiting.
14. He says they will have return materials within 24 hours and he will send me email confirming that for some reason he wanted me to stay on phone.48 hours later, no return materials, I go to his email to reply and see what he failed to point out was that he was having someone email a [redacted] bar scan for ME to find a [redacted] store to take my phone to and scan code in my email and they would handle
15. Go to 3 [redacted] stores before someone was able to scan (while on hold again with ST since the first [redacted] location) after another hour on hold to speak with a manager I get a manager that is in U.S. tell her my whole story (believe me, this very abridged) during that time I am told I have to pay [redacted] for a box because ST did NOT send me a return box as they say they will. I ask the ST manager who definitely did not care about any of it that I should pay for it, I should have brought one from home that I told her I did not have several times. She had NO concern what so ever and I should go find one or pay [redacted]
16. I got an email yesterday confirming reciept of my phone and claim is 100% completed. I still do t have a credit. [redacted] it's a waste of time trying to call someone and not wanting to WASTE my time and sanity I replied to their email without much optimism.
[redacted]How terrible is it that this company outsources its call center to Pakistan where they pay just dollars a week, no federal employee income tax and put their own customers out of work so they can't afford to buy the product the company is selling. That is very short sighted and insulting to me that they do not support the very people that are making them successful until everything comes full circle and they put themselves out of business for providing horrible service. They say penny wise, dollar foolish.
[redacted]in closing I will point out the obvious, to me, this company has quickly gone from one that I raved about unconditionally to one I WILL NEVER EVER DO BUSINESS WITH AGAIN. It's sad there are so few companies that stand out for their performance anymore and we have lost another. I will miss not being able to do business with the ST of the past
[redacted]
[redacted]

Our Assurance Team has emailed the customer regarding this issue. That department can assist with any concerns if the customer replies back to that email. The team will reply within 24 to 48 business hours

DO NOT USE THIS COMPANY UNLESS YOU WANT TO THROW YOU MONEY AND TIME AWAY. THEY TRIED TO FIX AN IPHONE 6 FOR US, AND ENDED UP BREAKING IT COMPLETELY. THEY SENT US A FAKE CHINA APPLE REPLICA, AND WE SENT IT BACK AND TOLD THEM THEY NEEDED TO SEND A CHECK, AND THEY SAID THEY WOULD AND THEN WE RECEIVED YET ANOTHER FAKE CHINA APPLE REPLICA. THERE ISN'T ONE AMERICAN LANGUAGE SPEAKING PERSON AT THIS COMPANY. THEY ARE TAKING YOUR MONEY AND YOUR TIME AND THEY JUST HOPE YOU WILL WEAR DOWN..... DO YOUR HOMEWORK, DO NOT USE SQUARE TRADE, THEY ARE TAKING THEIR CUSTOMERS DOWN A VERY LONG EXPENSIVE ROAD AND UNLESS YOU HAVE ALL THE TIME IN THE WORLD TO SIT ON HOLD ON A DAILY BASIS, YOU WILL NEVER GET WHAT YOU HAVE PAID FOR.