SquareTrade, Inc.

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, 2014/06/23) */
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.

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, 2016/02/05) */
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, 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.

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, 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.

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.

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, 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]

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."

Quick and curtious sevice. A pleasure.

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.

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.

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]

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, 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, 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, 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, 2015/08/17) */
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.