SquareTrade, Inc.

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, 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, 2015/08/24) */
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.

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, 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.

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, 2015/09/25) */
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, 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, 2015/02/19) */
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 /* (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, 2014/07/29) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
Are you sure this is a complaint against SquareTrade? I was unable to find an account in our system with your name and address. SquareTrade offers extended...

warranties for consumer electronics, but we do not sell actual products.
If you can respond with where you purchased your item and a receipt or invoice showing SquareTrade's involvement in this purchase, I'll do my best to help you get this resolved.
Regards,
[redacted]

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, 2015/08/13) */
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

Initial Business Response /* (1000, 5, 2015/12/17) */
We apologize for the issue the consumer experienced with their device.
The consumer did not purchase accidental damage from handling for the device. Per the Terms & Conditions Unless you purchase ADH coverage, we don't cover items that...

are damaged accidentally. This includes water immersion, drops, and spills. The consumer's warranty has been cancelled and refunded in full.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I called them before I purchase the issurance,otherwise I wouldn't buy it.
Complaint Response Date bumped because: Holiday
Final Business Response /* (4000, 9, 2015/12/24) */
Our records indicate the consumer's warranty contract does not include Accidental Damage from Handling. If the consumer believes it was purchased and can provide documentation we'd be [redacted] to reinstate his claim. Currently the warranty has been cancelled and the consumer has been issued a full refund.
Final Consumer Response /* (4200, 11, 2015/12/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not receive the full refund,I wouldn't buy the insurance if they do not cover the phone drop and damage.that waste my money

Initial Business Response /* (1000, 5, 2015/02/09) */
We are sorry the consumer is having these issues.
Our policy is that if there is an issue with an item to rework the repair. We will do that as long as the consumer files a claim with us within 30 days of the return of the item. The...

second claim was in October. The customer also complained about the battery not being repaired. As per the Terms and Conditions of our warranty we do not cover consumer replaceable items such as batteries. The wireless drivers are not a hardware issue but a software issue. Our warranties only cover hardware. Upon return of a repaired unit the consumer is responsible for installing all software.
However due to the delay in our response and the issues the consumer is still having and as a sign of our wiliness to work with our customers we are going to settle with the consumer by refunding the warranty price and the price the consumer paid for the item. We are in contact with the consumer to have that happen.
Initial Consumer Rebuttal /* (2000, 7, 2015/02/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company has contacted me and agreed to refund the cost of the computer and the cost of the warranty. Thank you to the Revdex.com for helping me to resolve this problem.

Initial Business Response /* (1000, 5, 2016/01/20) */
We apologize for the issue the consumer experienced with their device. The consumer's claim has been pushed to payout. The consumer can expect to receive a reimbursement for the warranty refund & for the laptop.
Initial Consumer...

Rebuttal /* (3000, 12, 2016/02/22) */
Please excuse my lack of response to your Revdex.com deadline of 2/8/16; personal health issues prevented my timely follow up. As of 2/19/16, Square Trade has not issued a check to reimburse us for the cost of the laptop ($1499) based on their staff's [redacted]) promise to do so on 1/15/16. Each time we call Square Trade, a staff person promises to track down the status of the check and call us back within 24-48 hours. However, no one from Square Trade calls back. Please reopen this Revdex.com case and ask Square Trade to issue a check for $1499 to reimburse us for the laptop. Thank you.
Final Business Response /* (4000, 14, 2016/03/02) */
The consumer has been contacted by a Resolution Specialist and it has been confirmed that the check was received on 3/1/2016.

Initial Business Response /* (1000, 5, 2015/06/01) */
We are sorry the consumer had issues with their device. There was some confusion about the terms and conditions, specifically manufacturer referrals. We spoke to the consumer and came to an agreeable resolution, per his request....


Initial Consumer Rebuttal /* (2000, 7, 2015/06/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
SquareTrade agreed to a payment that will allow me to replace the device that should have been replaced per our contract. I am satisfied with that aspect of the settlement. The time and effort required to get this business to fulfill it's contract was unacceptable.

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, 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.