SquareTrade, Inc.

After dealing with other warranty service companies I was prepared to be frustrated to the max as that was the results of the contact and dealing with those companies. At one point I actually had the item repaired and paid for it myself. I was totally SHOCKED how easy the process was with Square Trade. They make filing a claim very customer friendly and they follow-up to make sure the customer is satisfied. You can actually talk to a human being not some phone selection process that leads to frustration and anger. It took a while to finalize my claim due to a replacement of the item needing repair. This was just due to length of shipping and receiving new item, but now all is well and I couldn't be happier. I must see if Square Trade offers warranty service on items purchased from anyone as I do not want to deal with any other company for this service. Everyone I dealt with from the people on the phone to the service tech was nothing but professional, courteous, and most of all helpful in trying to resolve my issue. Would highly recommend their service to anyone.

Square trade never delivers as promised sometime over charges the deductible. Very rude when you need help. Keep telling us that [redacted] was wrong where we we're told different than actually we found. It's a total scam. I found [redacted] is right it's square trade who is wrong.

Initial Business Response /* (1000, 5, 2015/02/19) */
We are sorry the consumer has not received their payment.
According to our records the payment was sent on January 26. The consumer should have received the payment by now. We are stopping payment on that check and processing a new check...

to be shipped overnight. The consumer should receive the new check by February 23.
Due to the delay we are going to refund the $50.00 deductible back to the credit card account that it was charged from. The consumer should see the credit in 3 - 5 business days.
Initial Consumer Rebuttal /* (2000, 7, 2015/03/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Square trade promptly sent me the check and reimbursed my credit card. Thank you Revdex.com!

Initial Business Response /* (1000, 5, 2015/08/11) */
We are sorry the consumer did not receive the payments as promised.
We are reviewing our processes and are trying to improve them. We hand delivered the check for the reimbursement of the device on 8/11. We also refunded the customer...

the warranty price due to the poor experience they had.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After filing the complaint, I quickly received a phone call from [redacted] at SquareTrade. He was able to promptly accept responsibility, apologize for the breakdown in communication and refund my money. I was satisfied with the response and would do business with them again.

Initial Business Response /* (1000, 6, 2016/02/02) */
We apologize for the issue the consumer experienced with their device. The consumer's claim is currently being handled by a resolution specialist. We are refunding the warranty, reimbursing the consumer for the salvaged unit and sending...

the consumer the hard drive of the unit.
Initial Consumer Rebuttal /* (3000, 8, 2016/02/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I've already indicated to the business MANY TIMES that that is not an acceptable solution. They WILLFULLY and DELIBERATELY disregarded my wishes for what I wanted done with my WORKING unit, in need of only minor repair, and now are not providing with the means that actually replace my computer, that they, again, DELIBERATELY and PURPOSELY TOOK APART, completely contrary to my wishes. Wishes which I illustrated to them multiple times before the actual dismantling took place. Now I'm expected to either accept a lesser computer than what I had or to spend out approximately $500 more to get an equivalent computer AND to reinstall Windows 7. This is absolutely NOT an acceptable solution.
Final Consumer Response /* (3000, 14, 2016/02/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Read your own contract again and tell me how, in completing disregarding my wishes for my computer, you met the Terms and Conditions of your Care Plan? I did not request a refund and I made it clear what my wishes were. You completely disregarded EVERYTHING I told you and willfully and deliberately DESTROYED my computer, AGAINST MY WISHES! This is absolutely NOT an acceptable solution.
Final Business Response /* (4000, 16, 2016/03/01) */
At this time the consumer has filed a complaint with the Attorney General and it is currently being resolved with the legal department.

Initial Business Response /* (1000, 5, 2015/03/16) */
We are sorry it has taken so long for the consumer to receive payment.
The reason that it has taken so long is that the address on file cannot be verified by the United States Postal Service. The consumer has since corrected the...

address.
We are in communications with the consumer to ensure they receive the payment as soon as possible.
Initial Consumer Rebuttal /* (3000, 7, 2015/03/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My case was not even taken seriously until the Revdex.com got involved. Upon them being notified I received a call from [redacted] with Squaretrade. I was told that a check would be sent overnight. I declined this as there was already mailing issues prior and I was out of town. I was told before this that paypal was an option and chose this. I verified my email again for paypal and was told that it should be handled tomorrow (around march 17th). It would be delivered at the latest by March 23rd. This is the 28th and I still have not received payment nor has [redacted] the one in charge of my case returned a phone call or an email. I want my refund and no further contact with this company.
Final Business Response /* (4000, 9, 2015/04/01) */
We are sorry the consumer did not receive the payment.
We would not know if a consumer had not received a payment unless a consumer lets us know. Once the consumer contacted us letting us know the payment was not received we followed up and were able to send the payment overnight. According to the tracking number the check was delivered on April 1.

Initial Business Response /* (1000, 5, 2016/01/05) */
We apologize for the issue the consumer experienced with the device.
As stated on the website all coverage is for devices originally purchased within 30 days. The consumer's device was not originally purchased within this time frame...

resulting in the claim being denied. As a one time exception we will reimburse the consumer for his device, once it has been received to our facilities.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear all,
Also I do not agree with the reasons provided by supplier I am in peace with the solution offered. Unfortunately I never received an e-mail with information in regards of honoring my waranty claim that I was promiced to receive.
Indeed, lady that gave me a call to resolve an issue was more than nice and I am sure it is some kind of thechnal mistake that an e-mail wasn't sent, but I am still waiting for that e-mail.
Best regards,
[redacted]
Final Business Response /* (4000, 9, 2016/01/20) */
The consumer was sent a confirmation email containing the shipping label to send his device. Our records indicate the device is in transit & expected to reach our facilities on 1/21/16. Once the device has been verified the check will be processed and the consumer will receive it in 7-10 business days.

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/06/22) */
We are sorry the consumer had issues with their device.
We we try to diagnose issues with the consumer to see if we can resolve them and get the correct parts on order so that the repair can take place much quicker. The consumer did not...

feel comfortable enough to try the diagnosis so we processed the claim. Our brochure does state that we will provide service within 24 hours, if available.
There was an issue with trying to get our repair person to arrange for a service call. In the time of that delay the consumer purchased a replacement TV.
We have agreed to pay the consumer what they paid for the replacement TV because of the bad service they had with us. We are in contact with the consumer to ensure the payment is made.

Complaint: [redacted]I am rejecting this response because: when I purchased the IPOD, it showed 1 option on screen for square trade warranty. To confirm that it was covered, I went on square trade's website and pursued to research the warranty.  I did purchase it because it covered against accidental use.  I never got paperwork for the "fine print" from square trade so I could read it, until something happened.  Then it's we offer this or that.  That was not clear on [redacted] web page when you order online.  This IPOD deserves to be replaced due to misleading information and bait and switch advertising.  Please advise.  Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/12/21) */
We apologize for the issue the consumer experienced with their device. Per the Terms & Conditions, the SquareTrade warranty does protect against accidental damage from handling including spills, drops and liquid damage. Damage due to a...

fire is not included but we would like to do everything we can to assist the consumer during this difficult time. We are requesting the consumer send a documentation in order to move forward with a resolution.
Complaint Response Date bumped because: Holiday

Initial Business Response /* (1000, 5, 2016/01/21) */
We apologize for the issue the consumer experienced with their device. A system error caused the payout to not be processed. The error has been resolved and the consumer's check has been initiated. The consumer can expect to receive the...

check by the 29th.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have said the same in the past the check never comes. They need to send it out via fedex immediately , this issue has been going on since December 2 , 2015 same response.
Final Business Response /* (4000, 9, 2016/02/08) */
The consumer has been contacted we are awaiting a response to confirm if the check has been received.

Initial Business Response /* (1000, 5, 2015/11/10) */
We apologize the consumer experienced issues with their device. The consumer's payout has been processed and should be received by November 12, 2015 via their selected payment method.
Initial Consumer Rebuttal /* (3000, 8,...

2015/11/17) */
I was told by the Supervisor on Sunday 11/8/2015 that my documents were located, all 5 emails I sent, and I that I would receive my reimbursement via paypal with in one business day. I have an email confirmation for this. I waited 48 hours before calling back. I spoke with a rep who inquired about my payment with accounting and I was told again that I would receive my payment with in one business day. That was on 11/11/2015. It is now 11/13/2015 and I had to call again and ask for another supervisor who notified me that my payment would be processed today and I should receive it by tonight or tomorrow. This is what I have been 3 times now. The supervisor then told me they only process payment Tuesday and Friday, but could not tell me why my payment was not submitted for the Tuesday payment if the supervisor from Sunday submitted it then. I keep getting the run around and have now left a message for corporate office. It took me a week to obtain that number as they were all unwilling to provide the number. I expect a call from the corporate office as all the reps and 3 supervisors I have spoken with have given me the runaround and have not provided accurate information. This needs to be addresses immediately.
Final Business Response /* (4000, 10, 2015/11/19) */
The consumer was contacted on November 16th, she confirmed reimbursement has been received and the issue has been resolved.

I purchased a five year warranty with this company on a television purchased at Sam's Club in Kansas at the Legends location on black Friday 2014 the brand name was Vizio after not quite 2 years the television developed a panel issue I contacted Vizio first they have only 1 yr warranty Square Trade only covered purchase price which was sale price but use replacement explanation in warranty and affidavit just know they will not replace your item at a replacement cost

Initial Business Response /* (1000, 5, 2014/07/17) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I am sorry for the delay on this. Our giftcard process is processed as an email code. When you had requested a resend, we resent the code to your email, but it looks...

like it never made it.
I've cancelled the email code, and will have a check express mailed to you. You should have it by Monday of next week. Please do not redeem the email code if it somehow winds up in your inbox late.
Regards,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2014/07/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)

(The consumer indicated he/she DID NOT accept the response from the business.)I sent a response yesterday, here it is again, I responded to square trade's email to me on March 7 with the following email:(The label that was sent to us for the return of the [redacted] was sent to us Via email. My wife printed the label off and applied it to the package that contained the [redacted] The package was left at a drop off point and there was no receipt obtained for it. On your website the package was marked sent. We have contacted both [redacted] and [redacted] and can find no record of any scans. We can understand your reluctance to pay the amount that it was insured without receiving the item in question. The fact remains that we did everything that was required of us. If it was lost by [redacted] then it is your responsibility to recover from [redacted]. The label was sent by you to us and we did everything that was required on our end. With that said, we have been more than patient and have spent time and gasoline going to both [redacted] facilities. There is only one way to resolve this matter and that is for you to pay the claim and speak to [redacted] about compensating you. We deal with shipping all the time with [redacted] and are well versed in the shipping process. Maybe it is time for you to use another carrier for your business. Thank You)I have received a response. I first tried to call didn't get through so I emailed. The say the shipping label provided wasn't used, it was used they sent it as an attachment I copied it & placed it on the pkg. (I made a copy of this shipping label for my records). A receipt was not given to me at the [redacted] pick up point. Square Trade's web site states pkg.was sent! After checking with the web site, we figured everything was ok. I used the shipping label emailed to me, I did what Square Trade told me to do!

Initial Business Response /* (1000, 5, 2015/01/15) */
We are sorry the consumer had issues with their claim.
As per our Terms and Conditions we will attempt at least 3 repairs or if the unit was deemed beyond economic repair by our depot before we would do a payout. The agent was correct...

in stating that we would not refund the sales tax as all our warranties cannot cover sales tax.
Our policy toward the "Find My iDevice" app is that the app be shut shut off. This would allow the repair depot the opportunity to repair the device. With that feature on we could not do anything and the item would have to return it without it being repaired. The specialist that stated we would charge the consumer a fee for turning on the app was completely incorrect.
We are in communications with the consumer to resolve this complaint.

Initial Business Response /* (1000, 5, 2014/11/24) */
We are sorry the consumer had the misunderstanding with the warranty price. We do advertise a $99 and $129.00 warranty respectively but if one was to go our our web site to review the warranties it does show that these are discounted...

prices for the warranties. The full price of the warranty is shown on the website as $124 & $154 respectively. Our coupons can only be applied to the full price of the warranty not the discounted price.
We can offer an apology for the manner the consumer was treated by SquareTrade representatives. It is not our intent to mistreat consumers.
Initial Consumer Rebuttal /* (3000, 7, 2014/12/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Ignores claims of fraud and false advertising which completely founded.
Final Business Response /* (4000, 9, 2014/12/04) */
We are sorry that we cannot help the consumer at this time. The price of the warranty as shown on the website is the discounted price. The screenshot (attached) shows the full price of the warranty with a line drawn through it. We will honor the coupon when applied to the full price of the warranty and not the already discounted price.

I would rate them a zero if it was an option.
I had water damage on my phone 54 hours ago. I have talked to 8 different representatives and one manager (twice) from Square Trade in that time. They will tell you whatever you want to hear to get you off the phone, including, "We will call you back or follow up with you by phone." I have been promised a follow up phone call or e-mail four times in order to settle my claim. On every occasion I had to follow back up. Horrible follow-up.
The first time I spoke to a manager, [redacted], he began the conversation blaming me and FEDEX for all their troubles. Never admitting any customer service flaws in the company (though I explained them in detail several times...he wasn't listening), he told me he 'hoped' my phone would be here today. He told me if it was not that he would refund my 75.00 deductible and authorize the purchase of the phone at full retail price. When the phone did not arrive by the time the tracking information said it would, I called back. I was guaranteed a call back from [redacted] within 2 hours and 15 minutes. At the 3 hour mark, I called back. [redacted] walked his promise back and told me if it wasn't here in 48 more hours he would do it.
Horrible customer service, NO FOLLOW UP, BROKEN PROMISES, and just hoping you will give up and give in. Don't waste your time or your money. Stick with your service provider or device manufacture for insurance coverage.
At this point, they say they are going to call me back tomorrow to follow up. They have not followed through with a single promise up to this point, I don't believe they will follow up, nor do I believe their will be a reasonable resolution.

We apologize to the consumer for the confusion.The consumer has reach out to one of our Floor specialist and has approve the claim for reimbursement. The consumers device was sent in and received. The consumer will be receiving a check for the amount paid within the next 7-10 business Days.