SquareTrade, Inc.

Initial Business Response /* (1000, 6, 2015/04/08) */
We are sorry the consumer did not purchase the correct warranty.
The warranty was purchased online by the consumer following the directions given to them based on the links of the web page where the unit was purchased.
Because the...

process is not clear SquareTrade is going to make a one-time exception, honor the warranty and pay the consumer out. We have contacted the consumer and made them aware of it.
Initial Consumer Rebuttal /* (2000, 8, 2015/04/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (4000, 9, 2014/06/30) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I am sorry for the delay on this case. From the claim notes, it looks like we had a tech sent out to you already and the repair is still not completed.
I will have...

Jordan contact you right away to get your claim resolved.
Please let me know if I can be of further assistance. You can reach me at [redacted]@squaretrade.com.
Thank you,
[redacted]
Initial Consumer Rebuttal /* (4200, 11, 2014/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the proposed resolution because at this point I want my money back after having my claim put on hold for so long. To this day I still have no appointment with computer troubleshooters and my computer is missing pieces from the previous third party company barrister. Not only that but the customer service from computer troubleshooters is not good. Every time I call I am either on hold, ignored or promised a call back that I never get. The only resolution square trade has give me is to schedule the appointment for me. Which I still don't have.
Final Consumer Response /* (2000, 13, 2014/07/08) */
I have received a full refund for my computer through paypal as of 7/7/2014.

Initial Business Response /* (1000, 5, 2014/09/05) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I am sorry for the miss-messaging, but our normal payout process is to retrieve the unit first then process a payment after the item has been confirmed as being...

eligible for claim approval.
But I was able to review your call with the claims agent and he did mention the part where you had to send the unit in to get reimbursed. The manager you spoke with did not have a chance to review that call, unfortunately and was abiding by our policy of paying out after depot confirmation. I apologize to the hassle on this.
That being the case, I will, of course, push your claim to full payout status first. Please send us the tablet at your convenience using the label emailed to you.
You should have the Amazon Giftcode emailed to you in about 3 business days. And I'll also refund you the cost of your warranty. That will be sent back to the card you used on Amazon.
If you need anything else, please let me know.
Regards,
[redacted]
Consumer Response /* (3000, 12, 2014/09/29) */
Hi, thank you for sending me there response. as no I did not get this, But I want to respond to this,
The first gentleman that I spoke to, did not mention that, nor did he ask if I had a printer or a box to print the label, and put everything in to, he made the call out to be that I would get stuff sent out to me like your website says, that you take care of the shipping, and he informed me it would go out the next morning, well instead of them sending out anything they sent me an email. just telling me I had to pay to return it, and pay for a box for shipping, and that the box that it came in was not good enough, I then informed him, I needed to handle this the fasted way possible as my child uses it for home school, and every day that we did not get on, we had an absence said they would rush it,.
I then called back in that next morning when I got the email for then to be told I had to send it in first, and I had to pay for everything to send it back, that it was just a label and I could write the information down on the box. at that point I got very upset and then they started telling me that they were not going to do anything with it and close my case, amazon even called to find out why the problems, and they were told the same thing I was, that it was my resposniblity to pay for the return and the shipping, but that is not what your website say!. so with that being said and me not having a printer, I would like a return box and lable sent out to me, so I can send it back in, and continue to wait, like I have been. and you have not even held up to your time frame online either.. iam not very happy at all.
Thank You
[redacted]

Thank You
[redacted]
Business Response /* (4000, 14, 2014/10/01) */
We are sorry the customer had this experience. Our resolution manager did explain what was said over the phone. As per the Terms and Conditions we are not able to payout the customer without an audit of the item being sent in. He pushed the claim to payout as well as refund the warranty price.
Consumer Response /* (4200, 16, 2014/10/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
in there warranty it states they pay for shipping, here is a copy from there site
Protection from Common Malfunctions
Repairing your average mechanical or electrical failure can cost as much as buying a new device. With SquareTrade, you're coveredincluding parts and labor.
5-Day Service Guarantee & Free Shipping
We'll repair your item in five business days or less after we've received it, guaranteed. We'll also pay for shipping to and from our repair center. They are refusing to send me something to ship it to them, I do not have a printer to print it, nor a box to put it in. so again as you can see they are not holding up to there end of the deal by the free shipping! And when I called and asked if they can mail it to me they told me no. so again they are refusing to take care of the issue. I will consider small claims court as well and go after them for alot more than this, if there games dont stop.

Complaint: [redacted]I am rejecting this response because:
The refund for the cost of the warranty was already made when I complained to the Revdex.com for not honoring the warranty.  Any action other than honoring the warranty and repairing the device is unacceptable.  If this were permitted, warranties repair service contracts are useless because every time the company will choose to refund the purchase price of the warranty if it is the least expensive option.
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2016/02/02) */
We apologize for the issue the consumer experienced. Our records indicate this issue has been resolved with a resolution specialist. We have sent an overnight shipping [redacted] to the consumer.
Initial Consumer Rebuttal /* (3000,...

12, 2016/02/19) */
Squaretrade is THE most INCOMPETENT company to deal with. After two months of attempting to receive a box and accurate shipping label to get an insured laptop shipped out and fixed, Squaretrade STILL shipped the equipment to the wrong address in a different state! They cannot resolve the issue over the phone and they refuse to put a manager on the phone during a 3-way call with Fed Ex. Please re-open this complaint!!!!! This is NOT resolved
Final Business Response /* (4000, 14, 2016/02/24) */
Our records indicate the device was returned to the consumer on 2/22/XXXX XX:XX am.
Final Consumer Response /* (4200, 16, 2016/02/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business reply to this complaint is a perfect example of the SquareTrade's cultural disregard to creating a positive customer experience. Did SquareTrade take any accountability for failing numerous times throughout each customer touch point? No? Did they acknowledge that even after dozens of calls and false re-assurances that my laptop was STILL shipped to the wrong address in the wrong state? No. Did they acknowledge they took OVER TWO MONTHS to actually get it right? No. Did they even address ANY of the experience issues or offer any kind of warranty compensation as a result of their repeated failures? No. There's no "proposed resolution" from SquareTrade. I expected nothing less from this farce of a company.

Initial Business Response /* (1000, 5, 2015/02/18) */
We are sorry the consumer experienced these delays.
When we send replacement phones we only send the phone itself. That was not explained to the consumer but the phone that was send still had a broken part. When the rework was processed...

it was processed incorrectly and only a charger was sent, this was in no way the fault of the consumer but our internal systems.
We have since purchased a replacement phone and it was delivered. We understand that the replacement phone is operating properly.
Due to the bad experience the consumer had, and our willingness to make things better, we are refunding the deductible as well as the warranty price.
Initial Consumer Rebuttal /* (2000, 7, 2015/03/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This complaint has been resolved to my satisfaction.

Initial Business Response /* (1000, 5, 2014/07/25) */
Hi [redacted],
This is [redacted], the Resolution Manager at SquareTrade.
I am so sorry for the delay. I wanted to investigate the issue and speak with you before replying here, so thank you for speaking with me and being so flexible on...

this case.
I found out that our processing depot had made a mistake and somehow crossed your claim with another customer's account. They were working on your claim as if it was already in progress, rather than still pending a shipping kit. I'm forwarding this to our service manager to review. This is a rare error, but obviously, the delay it caused is extreme and we want to make sure it won't happen again.
As we discussed, I'm going to get you cashed out on your laptop as well as get you a full refund on your warranty. The check for the refund and the payout through PayPal for your computer will both get to you next week.
Please let me know if you need anything else.
Regards,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2014/07/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This is obviously a reasonable resolution.
Thanks.
Consumer Response /* (3000, 12, 2014/09/29) */
We still haven't received the refund for the subscription as promised. Again it has been another 2 months.
Business Response /* (4000, 14, 2014/10/01) */
We are sorry the customer had this experience. There was an error on the part of our systems that sent out the box to another customer for a different claim. We have since apologized to the customer and have given the customer a full payout so they can purchase a replacement unit.
Consumer Response /* (4200, 18, 2014/10/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They still owe us $89.99 per [redacted] response on July 25th, 2014 "As we discussed, I'm going to get you cashed out on your laptop as well as get you a full refund on your warranty."
We were told that a different check will be processed for $89.99 as a full refund on the warranty subscription. Why would they promise something they cannot do?
Apparently, closing the complaint was a mistake.
We are still waiting for the 89.99.
I quote Charlie Munger "Good businesses are ethical businesses. A business model that relies on trickery is doomed to fail."

Complaint: [redacted]I am rejecting this response because: The contract was breach of their warranty agreement. They lied about information in the service agreement. They were dishonest, and scammed me into asking me about my address. I did not agree to a lessor value television. They shipped me a television that was lessor value, and lessor quality. The service agreement stated, I would receive "no like" television or receive full payment. Once again, Squaretrade ripped me off and other consumers. I deserve to be treated with respect, and not ripped off by this company. I have a letter / service agreement from QVC, and also SquareTrade warranty service agreement. I will fax contract and service agreement. As soon as possible. I want the SAME VALUE as my TV, in the contract it states "NO LIKE" TV. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/04/20) */
We are sorry the consumer had issues with their device.
As per our Terms and Conditions,
"Depending on the item and failure circumstances, We [redacted] either:
A. Repair Your Product, or;
B. Provide a cash settlement or a Gift Card...

reflecting the replacement cost of a new item of equal features and functionality up to the Coverage Amount, or;
C. Provide a new or refurbished product of equal features and functionality."
Due to the liquid damage that the unit had we provided the consumer with a replacement. They then decided that they wanted a reimbursement instead. The reimbursement was processed. They should get the reimbursement by April 29. The replacement unit was shipped before the claim resolution was changed and delivered. We are waiting for the consumer to return the unit back to us.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never got my return label they told me I [redacted] get it by mail
Final Business Response /* (4000, 9, 2015/04/23) */
We have requested that the return label be sent by mail.
The reimbursement check [redacted] not be delayed due to the tablet not being returned. The check should still be delivered to the consumer by April 29.
Final Consumer Response /* (2000, 11, 2015/04/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)

We are sorry for any issue the consumer experienced with their device. 
SquareTrade requires repairs to be attempted before we are able to offer a replacement or reimbursement for an item. The consumer has agreed on [redacted] to proceed with a repair. Moving forward the...

concern has been addressed and we apologize for any confusion.

Initial Business Response /* (1000, 5, 2015/10/13) */
We are sorry the consumer had issues with their device.
There was miscommunication between the consumer and the specialist. Management has provided additional training to ensure appropriate messaging is being communicated to...

consumers.
To resolve this case, we are moving forward with reimburse for the replacement device. The consumer has accepted and agreed to this resolution.
Initial Consumer Rebuttal /* (2000, 12, 2015/11/17) */
SquareTrade was super and we agreed on the payment of the claim.

Initial Business Response /* (1000, 5, 2014/05/20) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I apologize for the confusion, but we're due to inventory and cost issues, we're unable to offer new replacements. In most cases, SquareTrade will attempt to...

repair your device either at our repair depot or offer to reimburse you for repairs done locally.
Repairing it at Apple, the local repair option, is one of the more efficient ways of doing a repair for an iPhone, since you're would not have to wait to ship your phone to us and can usually get same day service from SquareTrade. Once this is completed, you can email us a copy of your invoice and we'll provide you with a reimbursement quickly; taking only 3 business days for PayPal, or 7 to 10 business days by check.
We do not advertise that we send out new replacements. If you were messaged that, can you send me more info? I'll review and address if necessary. You can reach me at [redacted]@squaretrade.com.
From reviewing your case, I do see that you've opted to have your item repaired at Apple. Please send us the copy of your invoice once repairs are done and we'll get that reimbursement set up for you.
Thank you,
[redacted]

3/15/14 I bought a Samsung tablet for $299. from our local [redacted]. I bought an additional 2 year extended accidental warranty for $69. I was told at time of purchase that the additional warranty kicked in after the 1 year manufacturer warranty. My son mostly used the tablet. He had difficulty getting the charging cord to stay in. He called Samsung & they decided that as long as he was able to prop the cord so that it still charged, he was good to go. He dropped & fracked the tablet on 2/27/16. We called Samsung again and were told to call the store where we bought it. Called [redacted] & were told to call Square Trade. Square Trade told us they didn't take over warranties for [redacted] until 3/25/14. Told us to call Asurion. Called them & they said the item number doesn't match in their system. It has to be a square trade number. Called back to Square Trade, after a lengthy hold, I was told the only warranty they show is an expired one on a Galaxy tablet. Never again am I dealing with them!

Initial Business Response /* (1000, 5, 2015/11/18) */
We apologize the consumer had issues with their device. The contact information provided by the consumer is not connected to an account within our database.
We have also tried to contact the consumer via email and phone but have not...

received a response.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Not once did they call or email me. Do big corporations think they can bully and lie now? I never received any emails or attempted phone calls from them.
Final Business Response /* (4000, 9, 2015/11/24) */
We have contacted the consumer via email and phone but have yet to get a response. Also the contact information he provided is not associated with an account. At this time we are awaiting a response.

We are sorry for any issues the consumer had with their device. Before a replacement TV is sent out to the consumer they receive a replacement offer email.  The replacement email is to inform the customer of the model and specifications of  the TV SquareTrade is offering for replacement.  Our replacement email states "NEXT STEPS: Please reply to this email and confirm your name and shipping address so we can get your new TV to you within 7-10 business days."  Once the address is confirmed on that replacement offer the TV mentioned in that offer is ordered and shipped.  The consumer is able to reply to the replacement offer stating they are not willing to accept that TV as a replacement.  The consumer stated they have documentation stating a "NO Like" policy that we at SquareTrade are not aware of.  We have sent the consumer an email to be reply to with copies of the documentation for review.

Initial Business Response /* (1000, 5, 2015/07/14) */
We are sorry the consumer had issues with their device.
Based on what the technician was told they were able to ascertain that the issue may not be hardware but software. As per the Terms and Conditions the warranty does not cover...

software issues. The technician was trying to resolve the issue as quickly as possible.
We were not informed of the status of the repair so we did not proceed with the claim at that time. The consumer still has the same issues.
We have opened a new claim so even if the warranty expires we will still be able to resolve the consumer's device issues.
We have contacted the consumer so that we can proceed with resolving this complaint.

Initial Business Response /* (1000, 5, 2015/09/24) */
We are sorry the consumer had issues with receiving the label at the correct address.
We are addressing the issue of training and following up with our specialist so that they can make sure the consumer's requests are properly...

fulfilled.
We have spoken to the consumer and they now have the return label because they returned to the address where the label was sent. We have given the consumer contact information so that this will not happen again.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have yet to receive a check for the warranty and have not mailed in the camera yet as I want to make sure I will be able to receive it. I will be mailing it out at the end of the two week in October.
I feel this is still unresolved until I get back a fixed camera and the reimbursement for the warranty I paid for...This was promised over the phone by a customer care specialist in U.S.A.
Final Business Response /* (4000, 9, 2015/10/08) */
The consumer contacted us and has received the warranty refund check.
The device has not been repaired as the consumer is waiting to send in the unit so they will be at the appropriate address after the unit is repaired.
We understand that if the device is not repaired in an appropriate time when the consumer sends it in for repair they will file another complaint on the Revdex.com.
Final Consumer Response /* (2000, 18, 2015/10/20) */
The camera came back repaired and square trade IN THE USA resolved the matter.
Thank you.

Complaint: [redacted]I am rejecting this response because: if only new item warranties are available, you should clearly describe at the listing. I don't see anywhere saying only for new items. All I see is 
(1) SquareTrade Protection Plans purchased on [redacted] are available only for items bought on [redacted].
(2) Coverage begins on day 31 from the date of item purchase. If you encounter issues with your item during the first 30 days, you maybe eligible to file a claim under the [redacted]™ Money Back Guarantee.
(3) If your item is described as "New," your protection plan term assumes that your item has a valid manufacturer's warranty. If your item doesn't include a manufacturer's warranty, your coverage term will be adjusted to reflect that.
(4)Coverage is not available for modified gaming systems
 
After reviewing your above description from listing, I have no doubt my item won't cover. I don't see anywhere describing about neither refurbished item nor offered at the time of checkout only. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2016/02/02) */
We apologize for the issue the consumer experienced with their device. After reviewing the calls we have confirmed the consumer agreed to the replacement tv that was sent. Though the agreement for the replacement tv was finalized we are...

willing to provide an alternative resolution. We have contacted the consumer via email & by phone, at this time we are awaiting a response.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am at an unfair advantage in answering Squaretrade in their accusation that I agreed to the replacement TV. I requested to hear the audio where I agreed, but they said I would need a court summons. To the best of my knowledge I never agreed to the replacement TV. The TV I bought a protection plan for was a 3D Active Shutter, Wall-Mountable, 4 HDMI, 3 USB, Wi-Fi. The TV they are talking about replacing it with is NOT 3D Active Shutter, only 2 HDMI, 1 USB, and is NOT Wi-Fi. With that said; I do know they tape conversations, and if they listened, they know, my son and I both told them, we did not want THAT TV they claim they sent. I e-mailed them twice on January 14th, saying that TV would not work out. My son and I spoke to them on January 15th and told them it was the wrong TV they referred to in an e-mail they had sent. We thought they got the message because we heard nothing more from them until I talked to [redacted] on 02-03-16. She said it was delivered on January 19th. I am a Cancer patient, I was in surgery and no one was at my home to take delivery. When I talked with her 0n February 3rd, she was going to check on a few things and call me back the next day. I tried calling her a few times, can't get through.
Squaretrade has not lived up to their agreement that was purchased February 27, 2013. I bought a protection plan for a Panasonic TV that started having problems on January 4, 2016. Squaretrade informed me January 5, 2016 that the issues were beyond repair. My Squaretrade protection plan does not say anything about replacement unless it's by the manufacturer. It states reimbursement is the alternative to repair.
I feel at this time reimbursement is the answer.
Final Business Response /* (4000, 9, 2016/02/26) */
We made an exception to approve the claim for payout for the tv. The consumer can expect to receive the payout check in 7-10 business days to the mailing address associated with the account.
Final Consumer Response /* (2000, 11, 2016/03/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After faking a call from their representative [redacted] on February 26th, then sending an e-mail informing me of their decision and asking me to sign and return an Affidavit a moment later; One minute later I received an e-mail claiming they had received my signed affidavit. I never signed and returned their affidavit, never had the chance to. This is one shady operation. Though I did finally receive the check as they promised in reimbursement.

Bought two extended warranties from Square Trade through Costco on new cell phones a year and a half ago. Literature states replacements overnight, and in fact, that's what I was told when I called to report a phone malfunctioning and not fixable per repair place they sent us. Actual time span was 10 days, and 6 [phone calls. We received a smaller, older phone because ours "wasn't available" and this one should be "comparable" and paid a 50.00 dollar deductible to get it. So, we have a refurbished phone, not the one we insured for replacement and spent 250.00. We could have bought a refurbished phone for less, and we'll need a new cover since it's a different phone. Don't bother with this "warranty."