SquareTrade, Inc.

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!!!!!!!!!!!!!

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]

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, 2016/03/07) */
We apologize for the issue the consumer experienced with their device. We can refund the warranty purchase or move forward with filing a claim but, we are unable to find an account using the information provided. When the consumer...

contacted the claims department in May 2015 we were unable to locate the consumer's account and requested proof of warranty purchase and item purchase but the consumer never sent it in. We still require the same information to move forward with refunding or filing a claim.
Initial Consumer Rebuttal /* (3000, 7, 2016/03/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their response because I do have a receipt for my warranty and the cell phone dealer personally call this company and verified that the warranty was legit and once that happen Squaretrade agreed over the phone to honor the contract but I didn't have the funds available to purchase another phone at the time. Squaretrade needs to give us a fax number so my cell phone dealer can send the receipt.
Final Business Response /* (4000, 15, 2016/04/04) */
We are sorry the consumer had issues with their warranty.We have received the receipt and we are in contact with the consumer to confirm their account.
Final Consumer Response /* (4200, 17, 2016/04/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I e mail my receipt to Squaretrade and I want a refund

Initial Business Response /* (1000, 5, 2015/04/16) */
We are sorry the consumer had issues with their device.
As per Terms and Conditions of the warranty the start date of the warranty is the purchase date of the item, not of the warranty. When the purchase receipt was verified the system...

automatically changed the start date of the warranty based on the purchase date. This is how the warranty's end date was changed, the specialist did not manually change any dates of the warranty.
Based on the history of this device we adjusted the start date of the warranty as an exception to allow the consumer the ability to file a claim.
The consumer was able to file a claim and does have an open claim on this item that we are working with the consumer to resolve.
Initial Consumer Rebuttal /* (2000, 7, 2015/04/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
You can see why I was irate, right? When I made the call the expiration date was 4/18 then suddenly it changed to 3/18. I was under the assumption that the April date was correct and was aware of the expiration for a few weeks, hence I was not in a hurry to call. Had I known it was going to be changed, I would have called sooner. You really should be more accurate and clear from the start. I sent the receipt back in 2012 so the dates should have been fixed then.
Secondly, I purchased 3 years of coverage not 2 years 11 months. I do not see the logic in returning to the original purchase date when calculating the expiration date. I had no issue for the first month I had the unit. Also, I purchased the tv online and did not actually receive it for 2-3 days after 3/18.
You just need to be more fair and honest with clients in the future.

Initial Business Response /* (1000, 5, 2015/09/25) */
We are sorry the consumer had issues with their device.
We have processed an additional replacement phone.
Due to the issues that were experienced we are refunding the consumer the warranty price.
We have contacted the consumer and...

they are aware of the refund.

Initial Business Response /* (1000, 5, 2016/01/20) */
We apologize the consumer experienced issues with their device. The receipt provided indicates the device was purchased after the warranty.Our Assurance team determined the consumer misrepresented his warranty. At this time the consumer's...

protection plans have been cancelled and he will be issued a full refund for the warranty.

Initial Business Response /* (1000, 5, 2014/03/21) */
HI [redacted],
I am [redacted] the Resolution Manager at SquareTrade. I'm sorry for the callback issue. from our notes here, I do see that one of our agents have been attempting to contact you, but we're probably dealing with a schedule...

conflict. I'll have someone make more attempts. We'll also contact you by email to arrange a good time to reach out to you.
Regards,
[redacted]

I bought a Protection Plan for my LG 60" TV and the Optical Output connector just fell apart after a year. I changed my original Optical Cable to a new Sound bar and the optical connector fell apart. When I contacted SQUARETRADE about the problem, they said that they did not cover any hardware issues. (It's interesting that this connector is wired directly to the Mother Board and is listed as an electronic component). This warranty is worthless and a scam. I will never use them again!!!

Initial Business Response /* (1000, 5, 2014/02/04) */
Hi [redacted],
I am [redacted] the resolution manager at SquareTrade. I am sorry for the lack of inventory on your phone when you called us. Unfortunately, with more popular models, we do sometimes run out of inventory, but we can...

refresh that pretty quickly.
In most cases we can offer alternatives, like doing covering our customers for repairs locally, at the Apple store, or waiting on the next day to see if the inventory has been replenished.
You called us on Sunday, so the agent you spoke with was not able to get an inventory update. But I believe that you called back on Monday and inventory was back up and currently you're approved for a replacement unit to be shipped.
According to our fullfillment center, you should be receiving the unit later today.
Please let me know if you have any other questions or concerns about this case, OK?
Regards,
[redacted]

Initial Business Response /* (1000, 5, 2014/07/17) */
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 payout. I'm working with accoutning to...

process another payment for you right away. Please give me till tomorrow to get things squared for you.
And you're right, of course. You should have been paid out last week; I'll be more than happy to get you a full refund on your warranty. The refund will be processed as a check and you should see that next week.
Please give let me know if I can be of further assistance to you.
Regards,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2014/07/24) */
this matter has been resolved

Final Consumer Response /* (2000, 6, 2015/01/16) */
Please cancel complaint company has issued refund of 29.99

I had a Kindle that was within one week of the expiration of the Square Trade Warranty. The kindle e-reader kept freezing. I had written down the fact that I had the warranty but I didn't have the certificate with a number or the exact date of expiration. Square Trade went out of its way to get Amazon on the line to trace the date of purchase and they confirmed that I had a week left in the warranty. They were also able to track down my number. I mailed it in via UPS and within a week it was returned and was fixed, and is still working two years later. Incredible customer service.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

SquareTrade provides reimbursement information via email but also in the service contract, "Reimbursements: Sometimes it's faster to reimburse you the cost of your item. If we reimburse:...  If your item is shippable, we'll provide you with a pre-paid shipping label.  Once we receive your item, we'll pay your claim within 3-5 business days.".Unfortunately, The consumer's service contract and subsequent emails have made this requirement very clear. Squaretrade would not be able to provide reimbursement without the defective product being returned.

Initial Business Response /* (1000, 5, 2015/08/24) */
We are sorry the consumer had an issue with their phone.
The purchase receipt clearly states that the phone was "blacklisted". This is a condition where the carrier does not allow the phone to be connected to their network. This is also...

a condition that would invalidate the warranty.
The consumer states in their complaint that they informed them that, "The motherboard is going bad" by the shop, which indicates there was not completed repair. If the warranty was valid we still would not reimburse a consumer for diagnostics that does not result in a repair.
The consumer did call to let us know that the phone was sent back to the seller and no longer in their possession.
The email that states that "Your receipt has been successfully submitted!" refers to the purchase receipt of the item. The consumer attached the receipt from the shop to the purchase confirmation receipt.
The specialist that told the customer to have it repaired at a local shop was indicating to the consumer one of the options available for repair. No claim was ever approved to have the phone repaired.
We did refund the customer what they paid for the warranty as it is no longer valid.
Our Assurance Team has emailed the customer regarding this issue. That department can assist with any concerns. The consumer needs only to reply back to that email that was sent to them.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I first contacted the company regarding the phone having a problem. The representative ask me to give him the imei #. After I did, He never informed me that the phone was on the blacklist and that's void the warranty. A day latter, someone from the company told me to go have have the phone repair and they will reimburse the cost. So, I did and after I picked up the phone. Never did they tell me about the blacklist. They told me to submit them the receipt for the repair shop. I did.
After I submitted the receipt, that's when I heard from them regarding the blacklist. At that point, that's when they told me they were going to refund me the warranty price; instead of the repair receipt.
Furthermore, the company inform me that I needed to called eBay to have them to open a case against the seller to obtain a refund of the phone purchase. On the date of the purchase, the phone receipt from eBay does say blacklisted, but I have the option to obtain a warrant thought SquareTrade and I did.
When I gave Square trade the imei #, they failed to inform me that the phone is blacklist but wanted to keep the phone under the warranty.
Facts
1. When I first called, I gave SquareTrade the imei #, proof of the purchase from eBay and the purchase of the warranty too wish say blacklisted
2. I was never informed that the warranty will not cover the phone because of the blacklisted
3. The phone was working okay until after 60 days and more have passed [redacted] the purchased date.
4. When a representative called me back, I was told to have the phone repair after I gave them all the information they asked for( name, address, email address, phone number,etc).
5. Again, they asked me for the imei # and the proof of the repair bill, but never informed about the blacklisted until after I submitted the $145 Receipt.
6. I still have all the emails from SquareTrade (I can submit as proof), never did they email saying it blacklisted until the end.
I rejected it because I was told to have it repair when they have a copy saying blacklisted phone but I lost $145.
When I submitted the $145 receipt, they did not tell me again about the blacklist but told me I could have it credit on my paypal account.
Final Business Response /* (4000, 15, 2015/09/03) */
According to our records an email was sent to the consumer on 7/13.
We are having the assurance team send the consumer another email so they will have the contact information to have their questions answered.
Final Consumer Response /* (4200, 17, 2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This Revdex.com case was opened on 8-21-15, and anything that Square Trade has emailed me before I filed this case is not helping me to resolve this matter. I have already follow those step and it has ended me to a dead end with Square Trade. I need a refund for the repair receipt I have submitted for $145, but will settle this matter for $100.

Initial Business Response /* (1000, 5, 2014/07/28) */
Contact Name and Title: [redacted], Resolution Mgr
Contact Email: [redacted]@squaretrade.com
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I am so sorry for the repair you've had. I'll check in with you to see if...

we can offer you an alternative resolution.
If you have any photos documenting the issue with the screw, please forward that to me and I'll escalate this with our repair team.
Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/08/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi [redacted],
I am sending the photos to you from the shoddy workmanship.
Regards,
[redacted]
Final Business Response /* (4000, 10, 2014/08/11) */
Hi [redacted],
I am sorry, I wasn't able to unzip this file. Can you resend directly to me at [redacted]@squaretrade.com? or resave them into a smaller package. I think my browser was unable to resolve due to the size of the file.
[redacted]
Business Response /* (4000, 17, 2014/10/01) */
We reviewed this case and have paid the customer so they can purchase a replacement unit.
Consumer Response /* (2000, 19, 2014/10/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Very happy to see that Squaretrade honored their claim.

Initial Business Response /* (1000, 5, 2014/05/09) */
Hi [redacted],
I am [redacted], the resolution manager at SquareTrade.
I am sorry for the error on our part in this case. In reviewing your complaint,I think what might have cause this error was when we sent you a second shipping label to...

retrieve your original phone.
The claim was linked to the tracking number on the first label. When you sent your phone in to our depot using the second label, it was never tagged as being received. This is obviously a gap in our process. I am going to have our mobile manager review this process for improvement going forward.
We have refunded this charge back to your account on 5/2/2014. You should see it in your bank account at this point. I understand that you had incurred some bank charges due to our mistake. If you can email documentation of this to me at [redacted]@squaretrade.com, I would like to cover those fees for you.
I look forward to hearing from you.
Regards,
[redacted]

(The consumer indicated he/she DID NOT accept the response from the business.)I received an email from you outside of the [redacted] stating that you would like to work with me and resolve this issue. I appreciate that, and the only way we are going to resolve this is if you get a manager to take exception to the fact that you do not have additional paperwork, nor were you able to obtain additional paperwork from the facility. That is the same situation I'm in. I hold you responsible for this and ask that you issue full refund of the phone I had to purchase on this particular situation/case. Thank you.

Initial Business Response /* (1000, 5, 2015/07/01) */
We are sorry the consumer's device failed.
According to our records the device had just two claims placed against it.
As per our Terms and Conditions the no lemon policy is in affect when the device has the same issue due to a...

manufacturer's defect and repaired three times within one year. The fourth failure would result in a payout. This is not the case in this instance. The last failure, although the symptoms seemed to be the same, was caused by liquid exposure. This was proven by the liquid exposure indicators in the device. Also it was filed more than a year after the first claim.
Our policy is toward failed repairs is that the consumer has 30 days to report a problem. The last repair was completed the beginning of February. It is now well over that 30 day period. The consumer could not file a new claim as the warranty expired prior to the last repair, in January.
Regrettably we will not be able to further assist the consumer at this point.