SquareTrade, Inc.

Initial Business Response /* (1000, 8, 2014/10/07) */
We are sorry the customer experienced such a long delay in receiving the payment. We are resubmitting the payment request to get the customer reimbursed as soon as possible.

Initial Business Response /* (1000, 5, 2015/10/13) */
We apologize that the consumer had issues with their device.

Management has provided additional training to the specialist that originally handled this case to ensure professionalism is maintained at all times.
We have...

communicated with this consumer, they confirmed the refund has been received and their concerns have been resolved.

I have been a member of Square Trade for many years and I have enjoyed their service and rapid response to my needs. Recently I bad to use their services and found that they were quick to respond and easy to work with. I highly recommend their service. The cost to cover the service is less expensive than any other company can cover the warranty. I am amazed at how fast and efficient they are.

We are sorry for any issues the consumer had with their device. After the consumer's initial repair to their device, it was returned to our depot with new damages to the charging port.  At this time, the new damages were documented and the consumer's device was still repaired and mailed back. SquareTrade has a 30 day rework policy to guarantee any repairs to an item.  The consumer received their device back three days before their warranty end date. In this time they could have called in to address any issues still remaining with the device.  Our records indicate the consumers received their device on [redacted] and called in [redacted] outside of our rework period to report further issues.

Final Consumer Response /* (2000, 8, 2015/01/21) */
A Member of the Management Team contacted me directly and resolved this situation. It took Several additional calls and explanations before they agreed to fulfill their obligations of the Warranty & BuyBack program. I believe most...

consumers would have given up. I am satisfied with the resolution at this point, but it should be noted that several attempts had been made to resolve this before I had to file a complaint.

Initial Business Response /* (1000, 5, 2015/05/04) */
We are sorry the consumer had issues with their device.
Many times when a customer has multiple warranties for similar items our specialists get the warranties confused. That is what we believe what happened in this case.
We have since...

spoken to the consumer and have taken his claim and resolved this issue.

Initial Business Response /* (1000, 6, 2016/01/12) */
We apologize for the issue the consumer experienced. Our records indicate the consumer reimbursement has been processed and the claim is resolved.
Initial Consumer Rebuttal /* (2000, 8, 2016/01/15) */
(The consumer indicated...

he/she ACCEPTED the response from the business.)
While we did finally receive reimbursement for our claim, a month later, several phone calls and wasted time later, and for $480.00 , not the $749.00 as we were told the claim is resolved. I will never purchase a warranty from suare trade again or recommend them to others.

Initial Business Response /* (1000, 5, 2015/08/04) */
We are sorry the consumer had an issue with their phone.
When we have the inventory we do send a replacement phone. At the time of the claim we did not have the phones in inventory. There were delays with the system that made it look...

like the consumer did not send the proof of purchase, but they had. We are also addressing the issue we have with our calls not being taken by our specialist. We are in the process of hiring additional specialist and opening a second call center in the U.S.
The consumer did have their phone repaired locally and we are reimbursing the consumer for the repair cost. Due to the delays in service we waived the deductible. They should be reimbursed by the end of this week.

Initial Business Response /* (1000, 5, 2015/02/19) */
We are sorry the consumer had an issue with their device.
We do offer accidental coverage on certain products. As this warranty was sold by one of our resellers we do not know what the reseller offered the consumer or what the reseller...

represented to the consumer.

Initial Business Response /* (4000, 7, 2015/11/12) */
We apologize that the consumer experienced issues with their device.
The consumer was re-issued a check after stating the first one was not received.
The initial check was voided but it appears the check was mistakenly cashed.
We...

have resolved this complaint by confirming a replacement check has been processed and as a courtesy we reimbursed the consumer for overdraft fees.
Final Consumer Response /* (3000, 5, 2015/11/04) */
A check is suppose to be on its way to me now, but the business practices are very poor. This should have not taken this long.

Complaint: [redacted]I am rejecting this response because: Squaretrade said they could not find a replacement TV.  I found one the next day after I got their crappy refund.  They lied again.  Like I said, I have a full warranty.Sincerely,[redacted]

Initial Business Response /* (1000, 6, 2014/12/04) */
We are sorry the consumer has not received his refunds. There were a number of refunds that happened at the same time. We are contacting the consumer so that they can tell us which refunds he has not received. We will process new payments...

for those refunds the consumer has not received.
Initial Consumer Rebuttal /* (3000, 8, 2014/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They keep acting like there doing something but it be weeks before I hear anything else in it take me time to even get in touch with someone they are misusing there power don't wanna give me my refunds
Final Business Response /* (4000, 11, 2014/12/22) */
We have addressed this issue for the consumer in the past and it was resolved. If the consumer needs more data he can contact our legal department.
Final Consumer Response /* (4200, 13, 2014/12/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They didn't resolve nothing they just don't wanna pay me my money how would I take them to court

Initial Business Response /* (1000, 5, 2014/03/11) */
Hi [redacted],
I am [redacted] the Resolution Manager at SquareTrade.
I am sorry for the issues you had with our phone service reps. In an effort to provide round the clock coverage, we have contracted a portion of our customer service...

through an off-shore company. But you always have an option to request an agent in the States to speak with you.
If you can contact me at [redacted]@squaretrade.com with the time you called, I'll see if I can track back to your calls and provide training/feedback to the agents you spoke with. And if you can provide me with a phone number and a good time for us to reach out to you, I'll have one of our specialist contact you to offer assistance.
Regards,
[redacted]

Horrible customer service. Charged our credit card $500.00 and it has been a nightmare to resolve this issue. Despite several attempts, the reps keep going back and forth and finally we get disconnected and no one calls back or email us although they have our contact info. It is a rip off.

Initial Business Response /* (1000, 5, 2015/09/16) */
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.
SquareTrade's intent is to always honor our warranty as long as the claim falls within the Terms and Conditions of the warranty, as this claim did. Once we found the receipt we did process the claim and reimbursed the consumer. A check was processed on September 14 and the consumer should receive his reimbursement by September 26.
We have sent an email to the consumer explaining when they should expect the check.

Initial Business Response /* (1000, 5, 2015/08/13) */
We are sorry the consumer had issues with filing their claim.
We do require the proof of purchase be on file within 30 days to make the warranty valid. The consumer assumed that all was well as he was being charged for the warranty on a...

monthly basis.
We are refunding the consumer what he has paid for the warranty up to the cancellation and will authorize a local repair that we will reimburse fully, minus $99 that they would have to pay to file a claim normally.
We have emailed the customer this offer and are waiting their response.

Initial Business Response /* (1000, 5, 2014/12/09) */
We are sorry that the consumer had such a bad experience. Sometimes there are systems failures that cause delays in processing claims. That is what happened in this case. We were finally able to resolve the system issue and processed the...

claim. The consumer has received their replacement phone. The consumer had no responsibility in the delay. We are going to refund the consumer the price of the warranty and refund the deductible.
Initial Consumer Rebuttal /* (2000, 7, 2014/12/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Square trade ended doing everything to make sure that I was satisfied! It's too bad that it had to come to filing a complaint but they made things right!

SquareTrade did not uphold their end of the agreement. I was promised a refund of $[redacted] but the check that they sent was only for $**. I tried calling SquareTrade about this but they acted like this was the first they’d heard of the issue. Please re-open my complaint. Thank you, [redacted]

Initial Business Response /* (1000, 5, 2015/10/09) */
We are sorry the consumer had issues with their account.
Our system just sends one email to the consumer to alert them on a billing failure. The consumer then has to update the billing, even if it is they just need to update the...

expiration date. Unfortunately the consumer did not receive the email and was not able to change the billing in time. We are unable to re-approve a warranty that has been cancelled.
We have contacted the consumer and are offering a refund of the warranty up to what they have paid or a one-time repair if the phones have issues.

Initial Business Response /* (1000, 5, 2015/08/13) */
We are sorry the consumer had not received the reimbursement that they were told they would.
We have had a number of issues with our accounting system and they have been addressed. The consumer's reimbursement was credited to their...

Paypal account on 8/11/2015.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
SquareTrade did reimburse me for the expected amount of $349.99 via paypal on 8/11/15 as they stated