SquareTrade, Inc.

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, 2014/12/09) */
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!

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.

Initial Business Response /* (1000, 5, 2015/07/20) */
We are sorry the consumer had issues with their device.
We also apologize for the incorrect information our Specialists relayed to the consumer. Our systems have problems when trying to refund for warranties that are part of a monthly...

purchase plan. However this does not mean that the consumer will not get the funds that they are entitled to.
The web page does clearly state, "For mobile phones, in two days or less." This entitles the consumer to the refund on their warranty price. What we have to refund as a minimum the amount the consumer has paid to this point, not just one month.
We have contacted the consumer and are refunding what they paid up to this point for the warranty and refunding the deductible they paid as well.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company went above and beyond to reconcile my issues. Refunding the amount I have spent on my protection plan seems fair to me, and them refunding my deductible for this claim was beyond what they are bound to do.
I understand that my experience was not typical, and I will continue to be a Squaretrade customer.

We are sorry for any issues the consumer had with their device.After reviewing the consumers account it appears two unsuccessful attempts have been made to send the payment out.  At this point in time we are going to mail the reimbursement via [redacted] or [redacted] and provide the consumer with the...

tracking information.

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, 2015/09/08) */
We are sorry the consumer had issues with their device.
Our specialists are trained to let the consumer know up to what amount we will reimburse for a purchase of an external device to resolve an issue. Since the consumer received an...

email stating we would with no specific amount then we are obligated to the consumer to reimburse them for the amount they need to purchase the external equipment.
We have contacted the consumer to let them know we are going to reimburse them.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Firstly I'd like to thank [redacted] who contacted me about my issue, he was very amicable and solved my problem swiftly with the utmost professionalism. Because of my experience with him, I will assuredly do business with squaretrade again.

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]

We are sorry the consumer had issues with their device.The consumer purchased their device for $[redacted], not including taxes. A confirmation email was sent out, stating that he will be receiving a reimbursement for the product price. Per our terms and conditions, "The item is covered up to...

its full replacement cost, excluding tax and shipping". After reviewing the consumer's account, a reimbursement has been processed for the item amount, excluding taxes.

Initial Business Response /* (1000, 5, 2015/11/11) */
The consumer has taken legal action to resolve the complaint. At this time SquareTrade's Legal department will be moving forward with the case.
Initial Consumer Rebuttal /* (3000, 8, 2015/11/12) */
Hello,
My name is [redacted]...

[redacted]. My case # is XXXXXXXX. This message is requesting specific action in regards to this case.
A SquareTrade Resolution Specialist named [redacted] has reached out to me. Before doing anything further, [redacted] stated that he wants to wait and here from the Revdex.com directly. Could you have the Revdex.com individuals assigned to my case contact [redacted]?
Here's his information
- Name: [redacted]
- Phone: [redacted] ext. [redacted]
- email (not his personal email, its a bulk email address..): [redacted]@squaretrade.com
As mentioned above, the email address appears to be a bulk email address, not specific to the SquareTrade employee.
Please handle my case with urgency. The broken laptop is used by my wife, [redacted], for work. She's told me the current state of affairs is negatively impacting her productivity on the job. I am hoping this situation is rectified with expediency - so far SquareTrade is failing to do so. Perhaps the Revdex.com can change that.
[redacted]
[redacted]
XXX-XXX-XXXX
Case #: XXXXXXXX
Final Business Response /* (4000, 16, 2015/11/20) */
The consumer has been contacted and is aware he will be receiving a reimbursement for his device within 7-10 business days.
Final Consumer Response /* (2000, 18, 2015/11/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate SquareTrade coming through for me. In the end, they honored my warrenty.

Claim number: [redacted]
Hello,
I had a square trade warranty for my laptop, I sent it in twice and they could not fix it. Then, they asked me to send my laptop and told me I would receive a full refund of my laptop ($449) in 7-10 business days. I have never received the check. I have called square trade numerous times and was always told that my check will be processed after this phone call. I am still waiting. I just talked to them on the phone 10 minutes ago and again I asked for a supervisor or manager, again, I am told that he is busy. I do not understand what this company is trying to do! They try to make me forget about my money to steal my money.
Would never recommend!

Initial Business Response /* (4000, 12, 2014/02/27) */
Hi [redacted],
I am [redacted] the resolution manager at SquareTrade. I'm so sorry for all the delay on this claim. This unit was apparently lost at our repair depot.
I am glad that [redacted] was able to get this resolved and moved to a...

reimbursement for you. Our contract doesn't allow us to cover tax on items purchased, but I think just due to the delay and all this hassle, I'll cover you for the tax too, out of our exceptions fund. I'll ask one of our agents to get this resolved for you.
Regards,
[redacted]
Final Consumer Response /* (2000, 14, 2014/02/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
thank you for the follow-up. I am disappointed I had to file a complaint to get resolution, but thank you.

Initial Business Response /* (1000, 5, 2015/09/17) */
We are sorry the consumer had issues with their device.
The repair that the consumer is referring to was completed over 2 years ago. According to the user of the iPad the failure only started 3 months ago. If the warranty was still...

active we would take a claim and have the unit repaired however the warranty had expired a year and a half ago.
We have spoken to the consumer and he is aware of the time frame of the repair and the status of the warranty.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do NOT accept Squaretrade's response for the following reason:
The sub-contractor that Squaretrade used for the repair (United Camera) utillized inferior parts and methods to perform the repair. So, yes, while it is true I am beyond the warranty period per the agreement, Squaretrade is not willing to stand behind the repair nor the performance of their subcontractors. Apparently, the repairs themselves are underwritten by an insurance policy and thus Squaretrade does not have the internal mechanism in place to actually stand behind the repair and make things right without filing an insurance claim. And they cannot file the claim due to the fact that I am outside the terms and conditions of the warranty.
So, it appears their ability to stand behind their service is signficantly impacted by 1) the use of 3rd party suppliers and 2) the fact that the claims are underwritten and not self-funded. This leaves Squaretrade with limited in-house ability or mechanism to actually act in behalf of the customer. Of course, this would be quite a different case if I was dealing directly with the manufacturer, who, at several levels within the organizatinon, could make the decision to perform the repair a second time and correct the matter (described below). The manufacturer would also be using OEM parts. In summary, a consumer seems to be in a better position to pay a small premium to deal directly with the manufacturer for coverage. The time and aggregation saved alone justifies that cost. I feel strongly that this needs to be communicated widely to fellow consumers if Squaretrade cannot correct the matter.
Original issue:
The touch responsiveness of the replacement iPad screen faded to the point that almost the entire screen does not respond, rendering the iPad useless.
Final Business Response /* (4000, 9, 2015/09/30) */
We are sorry the consumer had issues with their device.
The replacement part worked for two years after it was replaced. The manufacturer of the device has a one year warranty for all manufacturer defects for the device, so the replacement part exceeded even the manufacturer's expectation.
As we mentioned before we would file a claim if the warranty was still in place or if the replacement part failed within a reasonable amount of time, as per our policy of 30 days after the repair. In some cases we could make an exception and offer a repair outside those 30 days. In this case the replacement part failed after two years of working properly.
If the consumer were to purchase the manufacturer warranty they would have found that when that warranty expired the manufacturer would also not repair the unit under their Terms and Conditions.
There are a number of factors that can make a device fail. Any warranty would not cover those failures after the warranty has expired.
We are sorry that the unit failed but as per our Terms and Conditions we would not be able to take a claim to have the unit repaired.
Final Consumer Response /* (4200, 13, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The primary concern and issue that has not been resolved is Squaretrade's use of a sub-contractor (United Camera) that performed a faulty repair. This apprears to be largely due to the use of either inferior parts and/or methods to perform the original repair. The original issue (cracked screen) was addressed, however, due to the above mention concern, the screen itself has lost it's functionality (touch responsiveness) prematurely. So while yes, the cracked screen was replaced, the poor workmanship has resulted in a complete loss of device functionality.
It is also apparent that Squaretrade is not willing to stand behind the repair nor the performance of their subcontractors. This seems to be connected to the fact that Squaretrade does not having the internal process in place to right the matter due to their service agreements being underwritten by a 3rd party.
When a consumer decilines a manufacturer extended warranty (in this case Applecare) and purchases a Squaretrade warranty to save a few dolllars, it is cirtical that they understand the associated risk and consequences as exemplified here.

We are sorry for any issue the consumer experienced with their device.
 
We understand the unit did not suffer "drops, spills, and liquid damage", but the point of focus is the "damage associated with the handling and use of Your Product". Any damages that were sustained by handling the device ( picking it up, moving, cleaning, etc), would not be covered under the protection plan. The wear and tear aspect of the warranty does not include parts or the unit suffering physical damage (i.e. broken handle). Again, we apologize for any miscommunication about how the warranty works. In conclusion, SquareTrade is not responsible for providing any further coverage for the consumer.

Initial Business Response /* (1000, 5, 2015/10/30) */
We are sorry the consumer had issues with their device.
The consumer's warranty was cancelled for non-payment b/c of the prolonged lapse in coverage it can't be reinstated.
As a one time courtesy we will reimburse the consumer for a...

repair on his device.
He has been contacted and is aware of this resolution.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/04) */
We are going to the Apple store today to get our reimbursement with your representative [redacted] has helped us to come to a amicable agreement to resolve this matter. Once we receive the receipt and paperwork from the Apple store later today we will scan and email the attachment for our reimbursement to have the phone fixed as discussed with [redacted]. Again today is November 4th 2015 and we my wife and I are going to get the phone fixed from the Apple Store today. We will then scan the receipt to have the reimbursement paid for by your company. Thank you
Final Business Response /* (4000, 9, 2015/11/05) */
At this time the consumer's issue has been resolved. We are waiting to receive his receipt to move forward with reimbursement.

Initial Business Response /* (1000, 5, 2015/08/31) */
We are sorry the consumer had issues with their replacement device.
We are unable to process replacement phones unless the broken phone is returned with the shipping labels provided. The consumer did not receive a shipping label with...

their replacement phone and wanted to have the bad phone sent back. They did so without using any label provided by SquareTrade. We have no record of the phone being received as our systems tracks items sent back to us by the tracking number of the shipping label we provided. Also the consumer sent the phone back with no tracking so we have not been able to track the phone's location. The consumer should have requested a new shipping label from SquareTrade.
Due to the poor response the consumer experienced and SquareTrade's lack of response we are paying out the consumer as they could no longer wait and purchased a replacement phone.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me since I received my check in the mail last night.Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:
 
 
At this time, I have received a check for the reimbursement of the claim on the device, I have also received a check for ** dollars and some change that is supposed to amount to the coverage cost. However, I was promised [redacted] so I am waiting for them to make good on the difference. Once I get confirmation that they have done this I will close this matter. Sincerely,[redacted]

The first time I filed a claim on my I-phone 6 I had owned it for about a year. I dropped it on the pavement and cracked the screen. Customer service was nice and stated they would send me out a refurbished phone. FYI I was told when I bought the plan I would be supplied with a NEW replacement if my phone was damaged not a refurbished phone, after one or two call backs they finally sent out the refurbished phone. Two weeks later I dropped the phone again and reluctantly filed another claim. After a weak or two, I call back and was told they did not have a refurbished phone so they would just pay for a new phone but I would be dropped from the plan. This is not what was agreed to when I signed up for the plan. I did not get around to sending them the cracked phone because I would be without a phone for 8 to 10 days while they sent me a check. A month goes by and I decide to call and see if they had received any refurbished phones. The employee arrogantly stated “Look, this is how it is going to go. You will send us your phone and in 8 to 10 days we will send you a check for a new phone.” I said calmly “This is how it is going to go, let me speak to your manager.” He was noticeably upset and put me on hold. Approximately 10 minutes or so later the same person came back on the phone and said he spoke to his manager and he would send me a refurbished phone out in 24 to 48 hours. This was on a Monday I never heard back from them so today Friday I called again. They now do not have a refurbished phone and we are back to the payout option.
I sent them my cracked phone and within a week received the $749.00 payout. I purchased a new I-phone 7 for $749 and added Apple care. I would not recommend the Square Trade if you want a plan to last two years and cover more than one accident. If you want coverage for one repair and one replacement then it is fine.
How do they have an A+ rating on Revdex.com when there is only 25 positive experiences and 75 negative experiences out of 102 reviews?

We are sorry the consumer was having issues with their device.
sans-serif; COLOR: rgb(34,34,34)">After reviewing the account we are showing that the consumer purchased a refurbished device and warranty that has a cap amount of [redacted] from the re-seller. The payout amount for the claim should have been [redacted] but it appears the consumer was sent an alternate amount in error. We decided to honor what we had sent and processed a secondary amount for the [redacted]. Squaretrade proceeded to refund the warranty cost after we satisfied the contract resulting an additional [redacted] being issued. Currently we have reimbursed the consumer above and beyond the amount guaranteed by the contract and no further action will be taken.