SquareTrade, Inc.

Initial Business Response /* (1000, 5, 2014/10/02) */
We are sorry the consumer is experiencing this issue. We do not know why this happened and are addressing the issue with our depot as well as are planning to contact the consumer for a satisfactory resolution.
Initial Consumer...

Rebuttal /* (3000, 7, 2014/10/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is now Oct 11th and still no one has contacted me. This is insane! I want my laptop and my money back. Basically right now my laptop with all my personal information it is who knows where. No one can even tell me where it is or what has happened! At this point all my information is exposed. So even the value of the laptop isn't an equal. I will be calling them today to see what is going on. What a joke of customer service. A+ Revdex.com rating are you KIDDING ME! Terrible customer service they have no idea what they are doing.
Final Business Response /* (4000, 10, 2014/10/16) */
We are sorry the consumer has experienced this delay. We were able to find out the repair depot found that the unit was shipped to an incorrect address. We have contacted the consumer offering a reimbursement for the unit. The consumer decided to wait for the unit to be returned to the depot from the wrong shipping location and sent to them. Unfortunately we cannot control when shippers make mistakes but are willing to work with our customers to find an appropriate resolution.
Final Consumer Response /* (4200, 14, 2014/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Still have not received laptop back or refund for amount of our laptop as buy out. We requested the HD be sent back along with our refund. I would also like to have the warranty amount refunded. We still have to call square trade every day for an update.. We were told they would be emailing over a contact info for us we have never received it. We call and each time we have to go through the whole story again to even get this person caught up with what is going on. It is really frustrating to say the least. The say the most it is ridiculous. They can't even tell us if the depot has the laptop still, if HD can be pulled, or if they even know where our laptop is even. It is insane! I can't put into words how dissatisfied we are with the level of service here. Please contact us and give us a single point of contact!

Our Assurance Team has emailed the customer regarding this issue. The issue was resolved by reimburement for the price that was paid. If there are any other issues our Assurance Team can assist with any other concerns if the consumer replies back to that email. The team will reply within 24 to 48 business hours

Initial Business Response /* (1000, 5, 2014/08/04) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
Unfortunately, we would not be able to proceed with another repair on your TV. The coverage expired in January of this year, so we would not be able to set up a repair...

for you.
Typically, a repair is considered successful if the unit if fully functional for 90 days after repair. That is a repair industry standard. Looks like that was also messaged to you by Visio.
Had the parts been defective, or if the root cause was not address, its unlikely that the TV would be operational for a year after the unit was repaired. I'm sorry, but we're not going to be able to move further on this issue.
Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2014/08/21) */
I only have one thing to add and I hope Revdex.com takes this into consideration when rating these so called A+ companies. My warranty is good for one year on a product that I bought in January. The item goes bad in August and gets repaired. It goes bad again by July of the next year...but because the warranty is just for a year they company is scott free...yet the actual television never properly worked for one year straight. We need to demand more. What ever happened to a TV lasting 10 years. Why are we allowing companies to give us [redacted] and we do nothing about it. It is not fair and God will have the ultimate say in the matter.
Final Business Response /* (4000, 16, 2014/10/01) */
We are sorry the customer is experiencing the issue. Parts are covered for a 90 day period after repair. The warranty on the TV expired after the 90 day period but before the customer reported the problem. As per the terms and conditions we would not be able to perform a repair.

Square inc has been terrible in their communication with my business. I wanted to know why they needed verification for credit card transactions and I was not getting any thorough details. Then I gave them everything for their verication and they deactivated my account in the process of big money deposits. The deposits were roughly about $7,000 dollars, which were in fact suppose to pay for my companies expenses. These deposits were coming from Auto Driveway, an accredited company who works with the likes of Buick, Ford and Chevy. Then I tried to contact Square Inc but they don't allow you to call without a customer code. Fine, I tried obtaining a code but their website and email response team did not help me find one. There were no instructions on obtaining a customer code, except for "visit square inc". I FINALLY got in contact with a customer representative, Brian/Bryan, he was a total nuisance. When I tried to clarifying things, he hung up in the middle of it, on purpose. He did not want to provide me with a supervisor and did not want to tell me when they were not available. I as a customer wanted to know the information on a supervisor and I was refused that request. I have been with this company for years and this is how they treat a loyal customer? I've never had such a terrible customer experience like this.

Initial Business Response /* (1000, 5, 2014/09/03) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
Thank you so much for taking the time out today to speak with me.
As we discussed, I'm going to get you covered for the original, pre-discount, price of the...

Chromebook so you'll be able to get a replacement unit.
Generally we have to use the purchase price as that's how much our coverage would be set for. In your case, your sales rep had accounted for the steep Black Friday discounts and had sold you the appropriate level of coverage to get you covered for the unit's normal retail value. I'm sorry my team did not catch that. I'll review appropriate procedures with them.
Due to the hassle and delay this caused you, I'm also going to get you a full refund on your warranty. This will be in the mail to you by next week.
Please let me know if you need anything else, alright?
Regards,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2014/09/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate Mr. [redacted]'s quick response to my complaint that I filed with Revdex.com.
I accept their response to the complaint and agree with the resolution of this issue.

Initial Business Response /* (1000, 6, 2015/08/07) */
We are sorry the consumer had issues with their device.
The claim was processed normally, but there was a problem with our accounting department and the reimbursement did not get processed.
We are now processing the reimbursement and...

the consumer should get it by July 10.
We have contacted the consumer so they will know when to expect the payment.
Initial Consumer Rebuttal /* (3000, 8, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No refund check as of today. Was promised an overnight check and still nothing. Same typical response as I have been getting the whole time to resolve this issue.
Next step is to seek legal counsel for breach of contract and theft as they are withholding my money.
Final Business Response /* (4000, 11, 2015/08/12) */
We are sorry the consumer experienced delays in receiving their reimbursement.
The request for over-night shipping of the payment was placed on Thurs 8/6 but not processed until 8/11. We are addressing the internal issues that caused that delay. We tracked the shipping of the payment and it was delivered on 8/12.
Final Consumer Response /* (2000, 13, 2015/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Check has been received. Thank you.

Initial Business Response /* (1000, 5, 2015/12/22) */
We apologize for the issue the consumer experienced with their device. The consumer has been contacted regarding the complaint. The replacement device is currently in transit and expected to arrive on 12/24/2015. For the inconvenience the...

consumer experienced we have refunded the warranty.
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (2000, 7, 2015/12/24) */
I received a call from a Square Trade representative yesterday afternoon and she resolved the issue for me. Thank you!
Final Consumer Response /* (3000, 19, 2016/01/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel like the entire process was too long and there wasn't enough communication from Square Trade to try and expedite it or offer an alternate solution. They took over a month to process a claim that was resolved in less than a week in the past. I never received the full amount of my refund for the initial warranty either.
Final Business Response /* (4000, 21, 2016/01/29) */
The $44.99 for the reimbursement of the warranty was credited back to the card the consumer used to make the purchase.

Initial Business Response /* (1000, 5, 2015/12/17) */
We apologize for the issue the consumer experienced with their device.
The consumer has been credited back for the monthly charges & the warranty has been cancelled. No additional charges should be deducted from the consumer's...

account.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I continue to be charged 5.43/month.
Final Business Response /* (4000, 9, 2016/01/20) */
The monthly charges are for another device that the consumer has under warranty. The consumer has been contacted & confirmed there are no additional charges that are unauthorized and being deducted.
Final Consumer Response /* (2000, 11, 2016/01/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2016/02/05) */
We apologize for the issue the consumer experienced with their device. The check has been reissued & the customer should receive it by 2/8/2016. The consumer has been contacted & is aware of the resolution.
Initial Consumer...

Rebuttal /* (3000, 7, 2016/02/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still have not received the check. This is supposedly the second check they sent out that has not been received. I would like this check to be sent out overnight, signature required.
Final Business Response /* (4000, 9, 2016/02/17) */
We have issued two checks to the consumer and they were not received. The consumer provided an alternative address & we resent the check. We are not able to overnight the check but it has been reissued & the consumer can expect to receive it within 7-10 business days.

Initial Business Response /* (1000, 5, 2015/07/26) */
We are sorry the consumer delays in the approval of their claim.
When a claim is filed on-line the system takes key words and interprets the claim. In this case the word "water" was flagged and the system did not approve the claim as...

there was water exposure and this particular warranty does not have accidental coverage. The system was obviously incorrect as this device requires water to operate.
We have approved a claim and will reimburse the consumer for a repair. If a repair is not possible then we will reimburse the consumer for the price they paid for the device.

I have been using SquareTrade for many years now, and I have never encountered a problem. As long as you know the terms of the warranty you know what to expect. Used products on are usually covered by the basic plan which ensures problems with the hardware and system. I know from experience that Android products do not last too long, so this plan is perfect for me.The protection plan against spills, drops or any accidents are usually only applicable on new items. So be careful when you purchase your plan. They are most courteous and helpful when it gets to filing a claim. I never buy a used item without a SquareTrade plan!!

Initial Business Response /* (1000, 8, 2014/08/21) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
Unfortunately, we do not offer our ADH for used computers. The offer you received is for an extension on your manufacturer warranty, which is what is considered our...

Standard warranty. This is noted during purchase and in the email sent to you.
Our website includes information about drops and spills, but that is because we offer that for other warranties we offer. You can not apply all of the offers on our website to a specific program you were emailed about.
If you still want to keep the warranty offered to you, I can help you reactivate it. But we can not offer you damage protection for your laptop.
Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 10, 2014/08/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand that I will not receive what was initially offered per email and on the first two landing pages of the site. Clarifying limitations in small print after purchase is enough to cover you legally but is not customer friendly at all. I may have received a refund but still feel a little cheated.
Final Business Response /* (4000, 12, 2014/08/26) */
Hi [redacted],
Our website provides general information about all of our products. So applying what you see there to the offer made to you specifically wouldn't be correct.
But your email would not have offered ADH coverage, if it does, please forward that to me at [redacted]@squaretrade.com. I'll be sure to make it right for you if we offered you something and then did not back it up on the back end.
I look forward to hearing from you.
Regards,
[redacted]

Complaint: [redacted]I am rejecting this response because:  I have a print screen from online which states it was accidental and I clicked to add to cart.  There was only 1 warranty to choose from so when it was viewed as drops, cracked screens, water damage etc, a...

consumer would assume it is covered.  With no paperwork sent to me, I didn't know any difference.  This was a bait and switch and very misleading. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/08/28) */
Hi [redacted],
Here is an approval email stating that we did approve the claim and the consumer will be paid out.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the...

response from the business.)
Hello,
Just because a complaint was filed my request actually went through. This leads me to believe that the company does not do the claims as per they stated in their initial contract on the consumer's signing up and uses delaying tactics. If I had not called multiple times, my claim would not have been processed. This is bad business as time itself is more of an important entity than the money being received and if I have to call them 4 times with an hour each time on hold, that is money wasted for me! Plus, a claim fulfilled after almost 6 weeks is completely unacceptable when the contract states 5-6 business days.
Thanks in advance.
[redacted].

Final Consumer Response /* (2000, 12, 2015/09/03) */
SquareTrade refunded us the cost of insurance plus paid the claim therefore I would like to close this case as solved amicably.
Final Business Response /* (4000, 9, 2015/09/03) */
We are sorry the consumer had issues with receiving their reimbursement.
One of the reasons for the delay is that the receipt was not sent to us using the proper procedure. The consumer did receive an approval email that states the consumer should, "Reply to this email (include claim number in subject line) and attach a copy of your receipt (digital photo, scan, etc.). We'll review it and then quickly reimburse you." The receipt was sent using instructions the consumer received to send in the proof of purchase of the device, which the consumer did perform properly and that receipt was received. Unfortunately the repair receipt was logged in as a purchase receipt and no additional action was needed or taken.
It is not SquareTrade's intent to use "delaying tactics" to not reimburse our consumers appropriately. Our 5-day guarantee refers to the repair time a claim will take when a device is sent in for repair, not the time it takes to complete a claim.
The long hold times are being addressed by SquareTrade. We are increasing the number of specialists to reduce those hold times.
Because of the inconvenience the consumer experienced in this claim we are going to refund the consumer what they have paid to this point for the warranty. We are in contact with the consumer so they know what we intend to do.

Initial Business Response /* (1000, 5, 2015/06/01) */
We are sorry the consumer had issues with their device and for any confusion about SquareTrade coverage. As stated in our terms and conditions, "This Protection Plan is inclusive of any manufacturer's warranty that may exist during the...

Coverage Term. It does not replace the manufacturer's warranty, but
provides certain additional benefits during the term of the manufacturer's warranty." In the case of the consumer, their product already has a two year warranty, so the two year SquareTrade warranty would appear to be duplicate coverage. We contacted the consumer and are refunding the warranty in full, per their request.

Initial Business Response /* (1000, 5, 2015/11/12) */
We apologize that the consumer experienced issues with their device.
At this time we are unable to find the consumer's account using the information they provided.The consumer has been contacted via email and phone to resolve this...

issue but we have yet to hear a response.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My account is under [redacted], my husband. I have not received any phone calls. I did get the e-mail, but them apologizing with no indications of rectifying the situation is NOT acceptable.
Final Business Response /* (4000, 9, 2015/11/19) */
We are unable to find an account associated with the consumer's name or her husbands.
The consumer has been contacted via email and phone but we have not received a response yet.

Initial Business Response /* (1000, 5, 2015/05/01) */
We are sorry the consumer had issues with trying to get the claim processed on their device.
We would not be able to process a claim when there is an open claim. The previous claim was still open because the original unit was not shipped...

to us. The consumer has said that the unit was shipped but has no documentation to show when they shipped it. Due to the delay and not being able to document the shipment we have decided to reimburse the customer the price they paid for the device rather than try to find the device. We are doing this as a one-time exception. The customer should receive a check in 7 - 10 business days.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
HUMMM............NEVER RECEIVED MY BROKEN DEVICE HU????? I got this email on May 7th. I sent my device back at the end of March 2015. Some great customer service and record keeping your company has..............Just refund my money so I no longer have to deal with you.
Your SquareTrade Claim: Status Update #XXXXXXXXXXXX
Your SquareTrade Claim: Status Update #XXXXXXXXXXXX
SquareTrade Warranty Services Add to contacts 5/07/15 Keep this message at the top of your inbox
To: [redacted]@hotmail.com
[redacted]@squaretrade.com
Your claim is 100% complete.

Claim Number XXXXXXXXXXXX
Dear [redacted],
We've received your broken device! We'll be in touch if there's anything else we need regarding this claim.
Thanks so much for being an awesome customer.
Sincerely,
The SquareTrade Team
Final Business Response /* (4000, 15, 2015/05/18) */
We did receive the item on Friday May 15.
Final Consumer Response /* (2000, 17, 2015/05/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I've gotten my refund.

Initial Business Response /* (1000, 5, 2014/08/04) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I'm not sure I understand the issue here. From your call log, you had asked about repairing the unit locally. We can do this as long as the service you use is a...

professional repair shop.
We also have the option of providing you a shipping label to send your iPad to our repair shop for service also. But we can not approve you for both resolutions. We'll be more than happy to change your claim resolution and email a shipping label to you should you not be able to find repair locally.
Please decide how you would like to proceed with your claim and we'll get it approved for you ASAP.
Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello [redacted].... I will seek out a local repair shop. What you mean as professional repair shop is interesting polemics. I should think, a licensed computer repair shop would qualify as professional.
ALSO, I would like, for any reason, you to immediately send me a return shipping label.
WHY- the IPAD is totally broken, and part of it crushed.
So once I have independent verification, that the IPAD is unrepairable, then I woul like at hand a lable, to immeaditaely send this unit to Sq Trade, for option 4.
I do not want to waste time.
Additionally I am totally handicapped, and walking is with great pain, an difficulity, so do not need additional hassle, of running here and there.
From what I read in consumer reviews, it is highly suggested, to get documentation oif the condition of IPAd , and inabiity to be repaired! This for legal reasons also.
Thank you for your response, send me a return shippibg lable, as of my first call to your agant who refused! Please provide me a direct contact phone number for you if the need arises in future.
As you are sending me the "return shipping label", which USPS priority mail will work just fine should you fail to comply with warranty, I will in meantime have IPAD into a "PROFESSIONAL" shop.
Send me a definition of what Square Trade considers a professional repair shop for legal reasons, to make sure, the one I take it meets your agenda!
Regards,
[redacted]
Final Business Response /* (4000, 10, 2014/08/06) */
Hi [redacted],
As I've stated, I can certainly provide you with a pre-paid shipping label, from Fed-Ex, to ship your laptop to our repair depot.
Or you can have the unit repaired locally. When I say professional, I meant licensed. So if you're using a licensed computer repair service, that'll serve.
There normally isn't an option to provide you with both a local repair approval, and a label to ship your iPad to us for service.
What I can do is set your claim to depot repair, provide you with a shipping label. You'll still have the option to have the unit checked out locally, but if it turns out that the unit is not repairable, I would ask you to send me an email with the documentation from the repair service and I'll update the claim on the back end to provide you with a reimbursement. I'll have that email sent out to you later today.
If this is fine, please proceed and send the diagnostic to [redacted]@squaretrade.com and I'll take care of it for you.
Regards,
[redacted]

Worst Experience I have ever had with a delivery and installation company ever! Appointment was set for 8-12 AM. They didn't show and changed it to 12-5 at 11:30 AM. My wife took off work for the morning slot and had to go into work for the second slot. I had to take the rest of the day off to meet them loosing much needed overtime. At 5PM I called again to see what was the problem and they told me they were running late and promised 6-7 PM. At 7PM I called again. Same story but was promised they will be there soon. At 8PM they called and said there was going to be an additional charge for the installation Seriously?!? After a few calls to the local Sams club where they were picking up my TV Sams was so embarrassed that they paid the difference to get us our TV. At almost 9 PM they showed up. They didn't even have all the correct tools needed to install the TV and had to borrow some of my tools. Everyone at SquareTrade said sorry and resoulitions department would be in contact within 24-48 hours. Took 5 days to get a call and the person on the other line said they do not compensate for lost wages or any other losses. Finally today I received a call from a resolutions manager. They asked for 24 hours to review and get back to me.

Initial Business Response /* (1000, 6, 2014/07/02) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I am sorry for the miscommunication. Repairs that we do for you are deducted from your coverage amount. But you should have been notified of this on your last...

claim. I apologize that that did not happen.
Looking over your case, I see that one of our social media specialists has been able to help you get full compensation on this unit.
If you have any questions or concerns, please don't hesitate to contact us.
Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 8, 2014/07/08) */
I will be posting a response to this after I have received the rest of my compensation for logical reasons that I am sure you can understand.
Thank you for taking my matter seriously as usual and I greatly appreciate companies such as your's, Revdex.com, for helping the consumer get justice and help others not get burned in the future.
Have a wonderful day and have a great July 4th.
Sincerely,
[redacted]
Final Consumer Response /* (2000, 12, 2014/07/28) */
As of yesterday, 7/24/14, I have received the refund for the total amount of the cost of the device. Everything has been resolved finally after speaking with a multitude of customer service agents and managers.