SquareTrade, Inc.

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, 2015/02/09) */
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, 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.

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.

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, 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

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, 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.

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.

Initial Business Response /* (1000, 5, 2015/03/16) */
We are sorry the consumer had issues with the replacement phone we had sent.
The phones we send have a 30 day guarantee. If the phone fails outside of those 30 days the consumer can file another claim that would require a deductible as...

all claims require a deductible. The claim that was filed with us was filed more than 60 days after the consumer received the replacement phone.
After discussing the issue with the consumer we did come to the conclusion that the phone failed not due to anything the consumer did to the phone. We did make a one-time exception and waved the deductible.
Initial Consumer Rebuttal /* (2000, 7, 2015/03/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Of course I will accept their favorable response. However, I would NOT recommend their services, nor would I subscribe to their services again.

Initial Business Response /* (1000, 5, 2014/08/22) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I am sorry for your claim experience, I'll speak with the manager of the agent who took your first claim and review proper messaging and claim process with...

her.
I did want to clarify though, with water proof cameras, the manufacturer will cover the device within the first year if the water seal fails. So on that point, the agent was correct in referring you to the manufacturer since you're still within the first year of coverage.
But if you have contacted them and have been denied, we can certainly take over.
I did see that you were sold a printer warranty by the store, and that's something we'll need to correct. I see that a second one of our agents have requested a receipt from you to verify the camera purchase. Please send that to us as soon as you can and we'll proceed with processing your claim.
If you need anything, please contact me directly using the provided email address.
Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate your response. When I buy Protection plan for a product, I don't wanna go through the manufacturer anymore. It was very clear from the beginning that you guys wanted to deny the claim. As far as the printer protection goes, The first lady I talked to, she put me on hold for 15 min to "fix the issue". After that the manager gets on the phone and tells me that "You have a protection for a Printer" then he puts me on hold for another 15 min to "fix the issue". when I called again the 3rd time, The rep tells me "ohh you have a protection for a printer" and puts me on hold for another 15 min to fix the issue. So None of the reps really did anything before. That alone shows a lot about the company. Anyways I emailed the receipt right on the spot while the rep was on the phone with me. I have my email confirmation. I was told I will receive an email with 24-48 hrs and its been 4 days I have nothing and now you are telling me that you still do not have the receipt. Check your emails.
Final Business Response /* (4000, 9, 2014/08/26) */
Hi [redacted],
I did check our emails and I apologize but we do not have the invoice.
Please resend to me at [redacted]@squaretrade.com and I'll see if I can assist.
As stated to you, there is a discrepancy with the warranty showing a printer rather than a camera. We'll need the receipt to verify this, so without that, there is no way to fix the warranty.
Once I have your warranty, I can proceed from there.
Thank you,
[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]

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!

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?

Initial Business Response /* (1000, 5, 2015/12/08) */
We apologize the consumer experienced issues with their device.
Our records indicate additional parts have been ordered for the device.
Once the parts have been received she will be contacted to move forward with an appointment. The...

consumer has been contacted via email and phone regarding their concerns.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still have not received the parts needed
Final Consumer Response /* (3000, 13, 2015/12/23) */
I ask the check be sent asap because we do need to replace the unit as soon as possible.
I truly hope as stated that this "technician" will no longer be used by squaretrade for he is a liar and not qualified .
Final Business Response /* (4000, 15, 2015/12/30) */
The consumer's check was processed oh 12/18/15. We ask that the consumer allow 7-10 business days(excluding holidays) to receive the check.

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]

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 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.

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.