SquareTrade, Inc.

Bought a 4-year warranty at Sam's Club for a LG 55" TV. Was under the impression when I bought the warranty for $99 that the TV would be replaced if it failed. This was not the case. Working with Square Trade was disappointing because several appointments were cancelled, the service call took 7-days to set up with the TV out and this service call was cancelled. I would not recommend this service warranty to anybody. Just not worth the money and aggravation. And you better have a phone with a good battery because I was put on hold for 1 hour and 1 minute.

I have purchased a warranty for my [redacted] camera with Squaretrade. On 05.27 I after phone consultation with cust. service I sent my item to adress provided to get it repaired. Two months passed, after numerous phone calls and emails finally today I received info that my camera is on the way back. Yet the shipping address was wrong. In the meantime we travelled from Florida to Michigan where I work. I called to update the address and later checked again if it has been changed from FL to MI. I was assured of the change. In today's email they informed about shipment of the repaired camera to the previous address. I called imediately to correct it (again), only to find out that they can't fix the camera and will send me a replacement or check. This totally contradicts the information in the email. The business practices at Squaretrade are very unprofesional, starting from the lenght of time to resolve my claim (2 months! and counting), giving me conflicting information, not answering my emails, and it takes forever to reach customer service- every time I called they had "an unusually high call volumes". It seems that they need more agents and also more respect for the clients. This is the worst warranty firm I ever dealt with.

Initial Business Response /* (1000, 5, 2015/08/11) */
We do not know why the consumer has not received his payment. We have a transaction number that shows the account was verified and the transaction completed in February. We have emailed the consumer and asked him to look through his...

history to see if he can find the transaction.
Initial Consumer Rebuttal /* (3000, 8, 2015/08/12) */
It is 8/12/2015,I juust got off the phone with square trade and come to find out they made a mistack about a different claim I put in 2/2015 which I was paid. They said they were going to FedX a check to me today THANK YOU [redacted]
Final Consumer Response /* (2000, 11, 2015/08/17) */
Please close this case THANK YOU

I filed a claim with Square Trade on February 26,2016 for a cracked screen on my iPad. I sent it in and they deamed it unable to be repaired. (Which I don't understand as it was only a cracked screen) So they sent me a refurbished iPad, I wasn't very happy about that seeing as I only had my iPad for 3 months. But I got over it and was happy to have a working tablet again. That was until I seen the box! The iPad I sent in was 128gs and the iPad they sent back to me was only 16gs! I called right away and was put on a brief hold, 38 minutes later the representative came back and said they would have to investigate where the problem was and they would get back to me in 24-48 hours. After not hearing back from them in over 48 hours I called back. And I have called back about 5 times since then and they always tell me they need to email a different department and someone should contact me in 24-48 hours! No one has ever called me back!! The last person I talked to about 4 days ago said no need to worry I will definitely getting back to you the next day. Still have not heard back from him. I will be calling back tomorrow and if I still don't get a resolution I will be filing a complaint with Revdex.com!!

Initial Business Response /* (1000, 5, 2014/03/14) */
Hi Mr. [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I am sorry for confusion on this case. While we can use the retail value of a device if the price you paid is significantly less than it, we do need documented...

proof of that price. Without documentation, the price you paid for the item is used as its retail value. In this case, you have only provided documentation of your purchase price from ABT, which shows that you paid $1500 for your TV. We do not have documentation of anything more than this.
And we are providing you a full reimbursement of this amount. I've also checked the pricing of your particular TV on Amazon, and find that a more recent model of your TV is currently being sold for $1259. Please do a search using ASIN: [redacted].
Based on its current value and the full reimbursement you're receiving, you should be able get a replacement and have enough funds to get additional warranty coverage on it too.
Please let me know if there is anything else we can assist you with.
Regards,
[redacted]
Generally, the price a customer pays
Initial Consumer Rebuttal /* (3000, 7, 2014/03/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did provide documentation showing what the current market price was at the time of purchase back in 2011, obviously the current price is going to go down since it is 2014 now.
I demand that I get reimbursed for the full amount of $2,500 as you guys made me buy the expensive warranty.
I would have bought the warranty for the purchase price but ended up paying a higher price on the warranty since you guys advised me to do so.
When it comes time to sell your products, you lie to your consumers telling them to insure the products at market price and when it comes time to pay out you cheat your consumers out by paying them the purchase price.
This is falsely misleading your consumers which might call for a class action suit or a small business claims court case.
Final Business Response /* (4000, 9, 2014/03/25) */
Hi Mr. [redacted],
It is not our intention to lie about our services. We've never offered our warranty as a way to preserve your financial investment. We offer our service to cover your TV for repairs, and in cases where repair isn't an option, we offer full reimbursements up to the retail value of your purchase to cover you for a fair replacement unit.
You're asking us to cover you for a device for more than you paid for it, that is not something we can do. In your case, your invoice shows you paid $1500 and that's what we offered to reimburse to you. As I've previously stated, a more current model sells for less than this.
Regards,
[redacted]
Final Consumer Response /* (4200, 13, 2014/03/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I had previously submitted the original invoice showing that the TV was 2399.99 before discounts and coupons as per the rep. Also on a prior call one of your rep's told me that in case of the TV not being repaired I will be reimbursed for $2399.99 as that is what the coverage I bought for.
This is purely unacceptable, you first tell me cover my TV at the price before discounts and coupons and then you come tell me that you will only pay me for what I actually pay.
I demand you go back and pull all the calls that I had with your customer service representatives from 2011 onward to prove that you guys lured me into covering my TV for a higher value.
Shame on you for running a ponzi scheme.

Complaint: [redacted]I am rejecting this response because: 1. They didn't specify the purchase needed to be at [redacted] when I purchased the warranty. 2. If they rejected the warranty they should have done it at the time of purchase and refunded the purchase, with an explanation as to why they rejected the contract. 3. They accepted the contract and need to stand behind it. 4. They accepted the claim and tried to replace the product prior to deciding to reject the claim. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/09/30) */
We are sorry the consumer had issues with their device.
We were not able to contact the consumer because the number on the account was different than the consumer's number. This happened because the warranty was assigned to the purchaser...

of the unit and the consumer received the unit from the purchaser.
We spoke to the consumer and based on the current information we found the warranty. We then processed and approved a claim.
Initial Consumer Rebuttal /* (3000, 11, 2015/10/21) */
10-15-2015,
To:[redacted],
I have received an email from squaretrades regarding case # XXXXXXXX they agreed to refund me the cost of the Purchase price in the amount of $499.99, however as of XX-XX-XXXX I have not received payment.
I will email you again when I receive payment.
Thank you.
[redacted]

Initial Business Response /* (1000, 5, 2016/01/15) */
We apologize the consumer experienced issues with their device. The consumer's claim have been moved to payout. We are also reimbursing the consumer for the sales tax for their replacement device.

Initial Business Response /* (1000, 5, 2014/07/07) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I am sorry for the confusion in this case. We do have the three options you've listed as resolutions for repair. But some of these options might not be available...

to everybody due to circumstances beyond SquareTrade's control, so what we noted as possible resolutions might not be something we can offer in an actual claim case.
For example: having an iPhone repaired at a local Apple store is one of the quickest and best options, but some customers are just not physically close enough to an Apple store to make that feasible.
For overnight replacements, we are limited to what we have in inventory only. Unfortunately, it is impossible to maintain inventory of every phone being sold. We have to prioritize inventory for the more popular models from bigger service providers.
I'll see if we can have a senior phone agent contact you to help you get this claim resolved.
Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/07/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
IN A MATTER ON 24 HOURS IT BECOME IMPOSSIBLE? I CALLED ON THE CLAIM DATE I WAS OFFERED THE OPTIONS I ALREADY EXPLAINED. I CALLED WITHIN 24 HOURS AND ALL THOSE OPTIONS CHANGED. ALSO WHY HAS MY CLAIM BEEN CLOSED. IT IS NOT RESOLVED I NEVER SPOKE TO SOMEONE TO CLOSE THE CLAIM.
MY CHILD IS DISABLED AND I NEED HER TO HAVE A PHONE AT ALL TIMES YOU HAVE NOT STATED WHAT IS THE "TRUE" OPTIONS. IF I GO TO A QUALIFIED STORE YOU GUYS DEAL WITH I NEED TO BE ABLE TO HAVE THE PHONE THE SAME DAY-AGAIN SHE IS DISABLED AND NEEDS A PHONE AT ALL TIME. MY STATED ALL THIS AND IT SEEMS YOU DID NOT READ OR CARE TO. CAN YOU ANSWER MY QUESTIONS.
Final Business Response /* (4000, 9, 2014/07/14) */
Hi [redacted],
I'm glad we got a chance to talk and get this issue resolved.
As we discussed, I'll pre-pay you for a local repair at Apple. Once you have the unit repaired, just send me the invoice and if you have to pay anything over what ST already paid you, I'll make you whole for it.
Thank you,
[redacted]

Initial Business Response /* (4000, 8, 2015/12/06) */
We apologize the consumer experienced issues with their device. Our records indicate the consumer's claim is currently being processed for payout.
Initial Consumer Rebuttal /* (2000, 10, 2015/12/08) */
(The consumer indicated...

he/she ACCEPTED the response from the business.)
I accept the proposed resolution because I do not want refurbished merchandise. They sent me a refurbished iPad and it didn't work.Their company do not inform you that they are giving refurbished merchandise. The customer servie is horrible and they don't know what they are doing. Also you don't understand what they are saying.

Initial Business Response /* (1000, 5, 2014/10/08) */
We are sorry the customer has experienced this charge. As per our terms and conditions we do reserve the right to charge for the phone if it is not returned within the allotted time. The phone is still not in our possession and we cannot...

audit the item to confirm it is the correct phone. However as the tracking number shows the item was shipped but it does not show as delivered, through no fault of the customer. Because we can see the customer acted in good faith we will refund the $350. Because of the inconvenience of this situation we will also refund the $50.00 that was charged to the customer on the onset of this claim.
Initial Consumer Rebuttal /* (2000, 7, 2014/10/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the offer and I will wait 10 days from the send date of the offer from Square Trade emailed to me directly from the company October 8th, 2014. If I do not receive a credit of $350 on my credit card statement and the check for $50 by October 20th 5pm I intend to reopen the complaint. Thank you for your assistance with this case

Initial Business Response /* (1000, 8, 2015/01/26) */
We are sorry the consumer's item failed.
Under paragraph 5 of our Terms and Conditions it states:
Depending on the Product and failure circumstances, at Our discretion, We will either:
A. Repair Your Product, or;
B. Provide a cash...

settlement or a Gift Card reflecting the replacement cost of a new product of equal features and functionality up to the Coverage Amount, or;
C. Replace Your Product with a product of like, kind, quality and functionality.
To settle this claim we provided a cash settlement.
Under Paragraph 7 of our Terms and Conditions it states:
The total amount that We will pay for repairs or replacement made in connection with all claims that You make pursuant to this Protection Plan shall not exceed the Coverage Amount. In the event that We make payments for repairs or replacements, which in the aggregate, are equal to the Coverage Amount, or if We provide a cash settlement reflecting the replacement cost of a new item of equal features and functionality, then We will have no further obligations under this Protection Plan.
The coverage amount as stated in the Terms and Conditions is. "up to the item purchase price", in this case $49.99

Initial Consumer Rebuttal /* (3000, 10, 2015/01/29) */
No this has not been resolved
regards,
[redacted]
Final Business Response /* (4000, 12, 2015/02/10) */
We are sorry the consumer had issues with his item.
As per the Terms and Conditions the warranty covers up to the purchase price of the item. It is also stated in the Terms and Conditions that it is up to our discretion if we attempt a repair or if we pay a consumer out. If a repair cost exceeds the price of the item we will pay the consumer the price he paid for the unit and that will complete the warranty. We did not terminate the warranty, the warranty was completed as there are no more funds available after the full payout. If the consumer did not purchase the warranty then we would not be able to reimburse him the amount he paid for the item. If he did not purchase the warranty he would have saved himself $13.49 but he would have lost $49.99.
Final Consumer Response /* (4200, 14, 2015/02/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a deceptive and fraudulently misrepresented "2 year warranty" priced at 30% of insured value.
What is hidden from consumer is that the policy terminates upon the first claim so if need to invite coverage there is an automatic 30% deductible in coverage and it then ceases upon first claim.
BUYER BEWARE

Final Consumer Response /* (2000, 7, 2015/01/22) */
This complaint has finally been resolved

Initial Business Response /* (1000, 5, 2014/09/10) */
Hi [redacted],
I am [redacted], the Resolution Manager at Squaretrade.
I am sorry for the complications on this claim. We will pursue the matter with Fedex and will get a reimbursement for you to buy another phone.
If you have any...

questions or concerns, please contact us.
Regards,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2014/09/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/08/22) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I am sorry for the denial on this claim. I am glad that we were able to take a second review of your claim and have approved it for in home repair.
I'll follow up...

with our service manager to make sure everything is going smoothly.
If you have any concerns, please let me know right away.
Regards,
[redacted]

I received wonderful service, filed my first claim on a Saturday , took my phone to the IPhone store had it replaced on Sunday and was reimbursed by Tuesday in full. No problems whatsoever, customer service was excellent, explained everything to me. I have my whole family which is four phones insured with Square Trade. I have recommended to all my friends.

When the computer was returned after repair the Windows 10, Microsoft Student Office and e-mail software was all deleted. The computer was sent to their after the [redacted] tech. staff detected a possible problem with the computer fan and battery. After much effort from the local [redacted] Tech.Staff and the undersigned, the Windows 10 was reinstalled. Square Deal refused to re-install the Microsoft Student Office. I was never advised nor was it in the literature I received when I purchased the warrant that it was the policy of Square Deal to re-set the computer to it's original default setting. The service representative at Square Deal never advised me of their intent to delete all my previously loaded software when I filed the claim Also, I and the Staples staff spent hours trying to contact Square deal. In one case, when I was advised of a 20 minute call back, I was called by their tech. support at 10:45 pm more than four hours after I called. At the very least their business practices are deceptive, and communication horrible.

I purchased a protection plan for my Galaxy Edge Plus last November. I dropped the phone on May 4, 2016 and broke the screen. I called Square Trade that day to find out how to proceed. they told me to get the phone repaired locally and I did that day. I sent in receipt for the repairs and have been waiting a month for payment. I have made 4 calls on separate dates in that time to find out what is going on. I have been told that payment was to be made each time but have not received a check as of June 7, 2016. Terrible liars!!!!!!!!!!!!!

We are sorry the consumer had issues with receiving their refund.
There was a delay in the processing of the check which we cannot explain. The check should have been received within a week of the processing.  
We spoke to the consumer and found that they did finally...

receive their payment.

Initial Business Response /* (1000, 5, 2015/09/17) */
Hi [redacted],
Here is the approval email stating that we did approve the claim and the consumer will be paid out.
This is for complaint - XXXXXXXX
You can see it was approved the day before the complaint was filed.