SquareTrade, Inc.

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

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.

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.

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, 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

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, 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.

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

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.

On April 1, 2016 I received an email from [redacted]. In his email he indicated that SquareTrade will indeed provide me with a full warranty reimbursement of $1,949. Attached to the email was a pre-paid shipping label for me to mail their provided Surface back to them.I mailed their Surface back to them on Saturday- April 2, 2016 (Fedex Tracking #[redacted]).I will keep this complaint open with the Revdex.com against SquareTeade until SquareTrade actually issues me the $1,949 reimbursement. At that time, I will close this complaint.

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.

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.

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.

Initial Business Response /* (1000, 5, 2015/02/11) */
We are sorry the consumer had an issue with their item.
Our normal procedure is to have our depot diagnose the unit and decide if it is repairable.
In this case due to the fact that the unit was never repaired properly and there were so...

many delays in processing the repair we will reimburse the consumer what they paid for the item as per the receipt the consumer sent us, $659.00. We will also refund the price the consumer paid for the warranty, $99.00. The consumer will receive two separate checks.
Initial Consumer Rebuttal /* (3000, 7, 2015/02/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Until I receive both refunds I will proceed acordingly.
Final Business Response /* (4000, 9, 2015/02/19) */
Processed checks take 7 - 10 business days to be delivered to the consumer. If the consumer does not receive the checks by February 27 they need to contact us so we can follow up on the payment.
Final Consumer Response /* (4200, 11, 2015/03/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received the second check with the smallest amount

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, 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]

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 /* (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, 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.