SquareTrade, Inc.

Initial Business Response /* (1000, 5, 2015/02/18) */
We are sorry the consumer had an issue with their device.
We have received the consumer's invoice and as soon as we verify the repair company and invoice we will reimburse the consumer for the repair.

Initial Business Response /* (1000, 5, 2014/06/02) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I am sorry for the hassle on this. Our agents should not have told you the charges would stop after plan completion. I'll check into this and will offer corrective...

actions to resolve with the CS team.
I want to explain though, that the might be confusion as to how cancellations work with regards to our installment plans. If you had not made use of the warranty, and cancelled it, then the recurring charges would stop. If you did make use of the warranty, then basically, you received full benefits of it, and therefore, has to pay for the full product, even though the payout completed the warranty. I wonder if this is where the confusion arose.
I do see from our notes that you were promised that the charges will stop. I will go ahead and get our systems people to proceed with that. And I'll get those charges for the last three months refunded for you too. You should see those in a few more days.
If you have any questions or concerns, please contact me at [redacted]@squaretrade.com.
Thank you,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2014/06/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you, I appreciate you honoring your words after the whole debacle. Yes I completely understand now that it will charge to completion once the plan is completed, but I was never informed that by any of the representatives. If I had known from the first place, I would've just payed the full payment. Squaretrade is a good warranty company, and I look forward to continue doing business with the company.

Initial Business Response /* (1000, 5, 2014/11/05) */
We are sorry the consumer had this experience. We cannot control the source of parts available for repair. The account gets a new status everyday a part is not available and changes the ETA for the part daily. Unfortunately The Customer...

Experience Specialist have only that information to give to the consumer.
In terms of the 5 day guarantee it guarantees repair regardless of parts availability. The consumer should have been refunded the warranty price on 10/24. We have since corrected that and have sent a check to the consumer for the warranty price.
In terms of the repair. It has been completed and the unit is to be delivered tomorrow.
Initial Consumer Rebuttal /* (3000, 7, 2014/11/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I wanted to reply to Square Trade's response above. I never understood throughout this ordeal why Square Trade never expedited any shipping. If you are well beyond your established SLAs for a repair it seems to me you ought to be doing everything in your power to make up for lost time. Each time I'd call and would be told parts were on order I'd ask if they were overnight shipping those parts. The service reps would say they have no influence on that. So who does? Someone should take over in cases that go this long and work to ensure the customer downtime is kept to a minimum. Even as recently as 3 days ago the service reps couldn't even tell me if the correct parts had been ordered.
While waiting for the repair I realized that Square Trade was using the wrong shipping address. They were using an [redacted] address and we needed the laptop to be sent back to my daughter at UVA ([redacted]). So I asked that the address be changed and was told it was taken care of (believe the rep's name was [redacted] but Square Trade should be able to tell as I spoke to her 3 different times so she should have entered many notes in the system). She assured me it was taken care of but yesterday when the computer was supposed to arrive it didn't. We called the shipping company and found out they had tried to deliver it in [redacted]! So, yet again, more delays. We're now being told we MIGHT get the laptop in [redacted] tomorrow or maybe it [redacted] be Monday. And once again Square Trade has not requested overnight shipping on our behalf. It seems they treat each delay as if it were no big deal and never try an out-of-the-box solution (expedited shipping) to make up for lost time.
Since today was supposed to be the day we had to receive the computer prior to Square Trade issuing a full refund of the purchase price (15 BDs is their official policy per the customer service rep) then technically they have not met their date and should be refunding me the full purchase price of the computer.
Since we're supposedly getting a repaired laptop in the next few days I don't think we should be entitled to both the repaired laptop AND a full refund of the computer price but I believe we're certainly due something more than just a "sorry it took 3 weeks". Would Square Trade consider adding 2 years to our warranty as a token of good faith for the massive delay we experienced? Keep in mind that my poor daughter has been without a laptop since 10/11/14 while attending one of the hardest colleges in the country. She is extremely far behind in all of her courses and feels her grades have suffered directly from being without a computer for so long. An extended warranty seems to be the least Square Trade could do for us at this point.
11/7 update - [redacted] in customer service got me to a manager, [redacted]. They asked that we send them a picture of the cracked frame and reiterate that the computer no longer has any of our files or software programs and that we want a full purchase price refund so we can go buy a new laptop immediately. We have complied with that request. [redacted] said, though, that we have wait up 'till Tuesday to hear back from the Depot as to whether they'll honor the purchase price refund. That's unacceptable! There are already notes in the file that say we should get a full refund if not returned in working order by yesterday (11/6). I'm beginning to think none of these folks ever attended college. Otherwise they'd have a little more sense of urgency for a poor child who has been computer-less for nearly a month!
The stress and tears of my daughter are the tipping point. I'm going to go to Costco and buy her a new laptop this evening and drive all the way to [redacted] (2 hours each way) this weekend so that she [redacted] finally have a working computer again right before mid-terms.
Square Trade [redacted] end up with the angriest customer of all-time if I end up doing so and then they decide NOT to reimburse me for the full original purchase price! But at this point I can not allow another day to pass [redacted] my daughter not having a computer with the necessary software (MS Office and other programs) she needs to keep up with her classwork.
Thanks,
[redacted]
Final Consumer Response /* (3000, 19, 2014/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
11/20 - Square Trade did reimburse me for the cost of our replacement laptop however the warranty refund of $99.99, which has been pending for more than 3 weeks now, still has not been paid. I sent an email yesterday 11/19/14 asking for a status but have not heard anything yet.
As an FYI, while we plan to move on to the new laptop (currently scheduled to arrive tomorrow), I did want to point out that the supposedly repaired laptop seems to have new problems creep up daily. Initially we only noticed the new crack in the casing. But yesterday the mouse pad stopped working, too. Hard to imagine that the repaired laptop was ever considered to be in good working order.
Lastly, I have asked on a few different occasions if we can get our original hard drive back. As previously noted there was never anything wrong with it when we sent the laptop in for repair. So we're still baffled as to why it was replaced. But we've asked if we can get it back so we can try on our own to recover any of our files/software. However, after a few requests to have the hard drive tracked down and shipped to us we have not heard any updates from Square Trade on its whereabouts.
Final Business Response /* (4000, 21, 2014/11/25) */
We are sorry there was a delay in the refund of the warranty but it takes 7 - 10 business days for a check to be processed and delivered. Our records show the refund was processed on 11/13. We [redacted] reach our to the consumer to make sure the address the check on file is the correct address the check should be sent.
We [redacted] also follow up with the return of the hard drive.

Quick and curtious sevice. A pleasure.

Initial Business Response /* (1000, 5, 2015/08/17) */
We are sorry the consumer had issues with their device.
We did not get the address corrected in our system in time to have the unit shipped to the new address. The person receiving the item said that they took the item to a shipping...

office and requested that it be shipped back to sender. The shipper is does not see that the item was ever received.
Although SquareTrade did not lose the package we will take responsibility for not having the correct address. We are reimbursing the consumer what they paid for the unit. We have discussed this with the consumer so they are aware of what we are going to do.

We apologize to the consumer for the confusion on the warranty. The consumer was not correctly informed of how the warranty works at the point of sale by the seller. The SquareTrade Warranty purchased through Toy's R Us does not cover accidental damage from handling, nor do we offer that...

service for that item category. Unfortunately the consumers claim is considered as accidental damage from handling, we would not be provide any service. We do recommend going back to the store that misinformed the consumer to see if they can help rectify this issue.

We are sorry for any issues the consumer had with their device. Squaretrade has called the customer and left voicemail requesting the necessary information to locate the consumers account.  We have sent a follow up email with direct contact information for the consumer to reach out.  Currently, we are unable to proceed until we have the necessary information to located the consumer's account.

Initial Business Response /* (1000, 5, 2016/02/05) */
We apologize for the issue the consumer experienced with their device. Our records indicate the consumer's device has been salvaged & a payout is being processed.
Initial Consumer Rebuttal /* (2000, 8, 2016/02/08) */
(The...

consumer indicated he/she ACCEPTED the response from the business.)
I just received a check in the mail for a full refund for my computer.
I'm fully satisfied.
Thank You,
[redacted]

Initial Business Response /* (1000, 5, 2014/06/23) */
Hi Mr [redacted],
I am [redacted] the Resolution Manager at SquareTrade.
I am sorry for the delay on your repair. In this case, it is beyond our control. The necessary parts available for this repair is only available at the...

manufacturer. As such, we've forwarded the repair to Fuji for repair.
Please understand that the timeline as quoted to you is based on Fuji's estimate of repair. With regards to SquareTrade's policy for our 5 day turn-around. Our policy states that if we can not repair your item within 5 days at our depot, we will refund you the cost of your warranty.
In this case, even though the delay is not due to a depot error, I will get that refund for you too. And I will follow up with Fuji to make sure this unit is repaired and shipped according to the estimate.
I'll have a senior agent contact you as soon as this is done.
Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept business response because SquareTrade is violating the laws and doing unfair business practice. SquareTrade is still selling the protection plans saying "Fixed or receive full replacement cost in 5 days or less - guaranteed". Here is the proof
http://www.amazon.com/SquareTrade-Electronics-Accident-Protection-XXXX-XXXX/dp/B...⇄ /> Final Business Response /* (4000, 9, 2014/07/01) */
Hi [redacted],
We do have a 5 day gaurantee, and on the link you sent, the full text states:
"5-day Service Guarantee
We'll repair or replace your item in five business days or less after we've received it, or your plan is free."
This is meant to ensure our customers that we do our utmost to expedite repairs. This usually applies to repairs being done at our depots. In your case, the damage to your camera necessitated sending it to the manufacturer for servicing. This is beyond our control because at this point, we're working with the manufacturer's timeline. But we're refunded you the cost of your warranty anyway.
We will still keep a line of communication with the manufacturer to make sure you receive your camera as soon as its repaired.
Regards,
[redacted]
Final Consumer Response /* (4200, 11, 2014/07/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I followed up at least 7 times just to get the status of repair. I never received the timely communication from SquareTrade I always got surprise news about date change, manufacture warranty etc every time I called.I assume that I was fooled by your company's marketing art and fine print. Thanks.

We apologize for the delay in payments.Processed refund to be sent to correct address, processed reimbursement for phone. We have contacted the consumer and they are aware of the reimbursements.

Initial Business Response /* (1000, 5, 2015/08/04) */
We are sorry the consumer had an issue with their TV.
As per our Terms and Conditions we can replace an unrepairable device with a comparable device, same features as the consumer's previous device has. We did discuss this with the...

consumer and he was not pleased with the model we were offering. We did come to an agreement with the consumer that we would payout the claim in this case.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received check for replacement and closure of my TV warranty on 08/08/15. I waited to respond till check had cleared. Now in response to Square Trade's comparable replacement of my unrepairable TV. As per their Terms and Conditions, there wasn't anything in the contract that "at their discretion" means to give their customers pain and discomfort in the repairing or replacing or even paying off the contract to make the customer go away. It says when in 5 days of said item under warranty would be repaired or replaced. Neither was done and Square Trade refused to negotiate on what to do next. I didn't file this complaint till almost a month later. All because the replacement TV didn't have the 3D function (Vizio). Their (Sony) did but it was their base model. They keep saying it was a "TOP" tier TV but it wasn't. The "XBR" is their top tier TV. Why it took a month without a TV is because communication with the specialist they had assigned me. I called (20 times) and emailed as many times to get this process going. That was the MAIN problem and Square Trade needs to address that because I have several warranties with them and hope I NEVER go this again.

Initial Business Response /* (1000, 5, 2014/07/29) */
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 for the delay on this. I'll get a check out to you in about 2...

business days by Fedex.
We dropped the ball on this case, and I'm sorry for that. We do need to send requests to our accounting team for payment resends, but you shouldn't have to wait this long for that.
Please let me know if I can be of any further help.
Regards,
[redacted]

Initial Business Response /* (1000, 5, 2014/02/04) */
Hi [redacted],
I am [redacted] the resolution manager at SquareTrade.
I am sorry for the delay on this claim. Unfortunately, it looks like we had multiple issues sourcing a replacement part for you laptop during this claim. I do...

apologize about that.
We typically are able to make our 5 day gaurantee for repairs, but sometimes, due to parts inavailability, we do fail to meet that deadline. When that happens, we do offer a full refund on your warranty and still proceed with the repair. You have been refunded on this warranty. But I do a see that the claims agent were supposed to contact you when this passed [redacted] 5 day guideline, I'll reach out to that agent's manager and discuss what happened there.
Currently, your claim has been moved to a full reimbursement so you'll be able to buy a completely new laptop.
Please let me know if there's anything more I can do to help. You can reach me at [redacted]@squaretrade.com.
Regards,
[redacted]
Final Consumer Response /* (2000, 7, 2014/02/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Consumer Response /* (2540, 12, 2014/02/12) */
I was promised the return of my hard drive that was in my laptop. As so today 02/12/2014 I have not received the hard drive nor have I received any correspondence regarding it. I have important data on that hard drive and would like very much to have it returned to my in working order. I called today and no one could confirm that the hard drive had been packaged and returned to me.
Business Response /* (2600, 14, 2014/02/13) */
Hi [redacted],
According to our repair depot, your harddrive was shipped a few days ago and delivered on 2/12/2014. I'll reach out to you to provide the tracking number.
FedEx has noted: Left at front door. Signature Service not requested.
Can you please verify, if you still do not have the drive, I will connect with FedEx to escalate the matter.
Regards,
[redacted]

Initial Business Response /* (1000, 9, 2015/01/28) */
According to our records the check in question was cashed. That is the reason the check would bounce as it has already been processed.
Initial Consumer Rebuttal /* (3000, 11, 2015/02/02) */
(The consumer indicated he/she DID...

NOT accept the response from the business.)
I submitted to squaretrade proof of the check bouncing twice and of the fees charged by my bank. What more can I possibly do to prove I haven't been paid, regardless of what their computer screen tells them. One of their representatives, Danyal, told me after I submitted this proof, that they did have some problems that particular week processing payments. So, why does it now become their customers burden to prove they haven't been paid?
Final Business Response /* (4000, 13, 2015/02/09) */
We are sorry the consumer is having these issues.
According to our accounting records the check has been cashed, that is why when the consumer tries to cash the check it bounces. Our bank has sent us copy of the endorsed check.
Final Consumer Response /* (4200, 15, 2015/02/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
So am I supposed to give up and lose out on the $117 I paid for the repair and the $75 co-pay you charged me? Not to mention the wasted premiums paying for this insurance? That adds up to over $200 for hours of frustration and being ignored by your company.

Initial Business Response /* (1000, 5, 2015/08/18) */
We are sorry the consumer had issues with their device.
The system that processes replacement phones was having numerous problems which caused the initial delays. The email that was sent stating that we would not honor the claim was...

incorrect. The issue was that when the item was audited at our depot there was minor damage that was not reported to us at the time of the claim. This generated the email, but we had already committed to the consumer that we would pay them.
The consumer's Paypal account was credited on 8/12.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There are many details left out of their response, mainly the fact hey could not initially honor the claim because they did not have phones available. This goes beyond system glitches and other excuses. Why offer a service that cannot be met? We were continually lied to throughout the process by multiple reps and supervisors. There were periods where we would go a week without any communication from this company about the status of our claim. I asked repeatedly for a supervisor to call and discuss my case since there was never one available when I called in, but I still have not received a call to this day. I am still waiting for photos of the "damage" that was not reported to them at the time of the claim but no one can seem to provide any evidence of the damage. Plus last I checked, this was an insurance company that covered damage to cell phones correct? Why would that affect me getting my replacement phone? I took pictures of the phone before I sent it back to them for this very reason. Square Trade is an extremely shady company and I do not trust them anymore. They send multiple emails that do not have updates, contact numbers, or next steps to be taken. I do not accept the response because I have multiple warranties with them and am still waiting to have them reimbursed as they said they would.
Final Business Response /* (4000, 9, 2015/08/31) */
We are sorry the consumer had issues with their claim.
We do offer overnight replacement phones but there are times when we cannot offer these phones due to our inventory.
The damage claim, as was mentioned before, did not affect the claim as the warranty covers damage anyway.
We are waiting for the consumer to replay to our phone messages and email so that we can process the refunds they want.

We apologize to the consumer for the confusion.The consumer has reached out to one of our floor managers. The floor manager has honored the warranties and is in the reimbursement process for the claim. For the other three warranties we willhonor as well as a one time exception

Initial Business Response /* (1000, 5, 2016/01/29) */
We apologize for the issue the consumer experienced. Our records indicate all three warranties have been uploaded to the consumer's account and the claim on their device has been approved.

Initial Business Response /* (1000, 5, 2015/12/14) */
We apologize for the issue the consumer experienced with their device. Our records indicate on 12/6/15 a specialist emailed the consumer requesting an invoice for the windows re-installation from Staples in order to move forward with...

reimbursement. As of 12/14/2015 we have not received the invoice. The consumer has been contacted via email and by phone.

Initial Business Response /* (1000, 5, 2015/04/21) */
We are sorry the consumer had an accident with their device.
We have an extensive inventory of different model phones to accommodate many different consumers. We now have an inventory of replacement phones of the model the consumer is...

referring to so that we can send overnight replacements. We will address the inconsistencies that the sales department and the claims departments have in terms of dealing with certain model phones.
We have processed this claim by sending a replacement phone as that model phone did come available. We are also refunding the warrant price to the consumer. The warranty does remain active for 3 additional claims or March 10, 2017.

Complaint: [redacted]I disagree with their assessment and have notes from talking to three separate managers that that is not protocol.  That said, I will wait to reject/accept their response because I got a phone call from Square Trade last night, after writing to the CEO, indicating they were finally releasing my check.  I will 'accept' this response after I have received and cashed my check.  They told me they were paying me three times before and nothing has shown up.  Until then, I want to keep my claim open.Sincerely,[redacted]