SquareTrade, Inc.

Initial Business Response /* (1000, 5, 2014/08/22) */
Hi [redacted],
I am [redacted], the Resolution Manager at Squaretrade.
I am sorry for the hassle on this case. From the notes, it looks like we were experiencing an issue with our inventory reporting system. I'll follow up with our...

depot manager to review.
I will be [redacted] to get you refunded on your deductible. I'll also have a senior agent contact you to expedite an alternative resolution to fix this problem for you. Please give us a few hours on this.
Thank you,
[redacted]

Initial Business Response /* (1000, 5, 2014/10/01) */
We are sorry the customer's phone was not able to be repaired. Our depot audited the phone and there is an indication that the phone has been tampered with. As per the terms and Conditions this makes the warranty invalid. The warranty was...

cancelled, the customer reimbursed the price of the warranty and the phone returned to the customer.

We apologize to the consumer that the replacement device had issues.We like to do whatever we can turn the consumers experience around. We have reached out to the consumer to discuss the desired resolution as well as gave an option for another claim to repair or replace their device.

Initial Business Response /* (1000, 9, 2015/01/26) */
Received response via email:
We are sorry the consumer did not receive the payments as promised. We don't know why this happened. We are going to process payments by check to be shipped by FedEx. This will include 2 checks, one in the...

amount of $749.99 for payout of the claim and one for $99.99 for the reimbursement of the warranty. These requests were processed on 1/22 and we anticipate the consumer will receive payments by 1/26

Initial Business Response /* (1000, 5, 2014/03/05) */
Hi [redacted],
I am [redacted] the resolution manager at SquareTrade.
I am so sorry for the delay on this. I've checked with out accounting team and it looks like the payout is completed and should be in your PayPal account under...

[redacted]@gmail.com. If this isn't the case, or if you need assistance with anything else, please contact me at [redacted]@squaretrade.com.
Regards,
[redacted]

Initial Business Response /* (1000, 5, 2015/10/23) */
We apologize that the consumer had issues with their device.
The consumer's plan expired on 8/24/2015 & prior to the expiration date no additional issues were reported. As a one time exception we are allowing the consumer to file a...

claim to have the device locally repaired and we will reimburse for the repair.
The consumer has been contacted and informed of the resolution for his case.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Before moving on with the response, the record needs to be corrected with regards to the erroneous reply above. While the plan may have expired on 8-24, the replacement phone comes with it's own 30 day warranty, which would have gone beyond 8-24.
I have been contacted by a representative about this 'exception'. However, I have tried going to a few local shops and that is where we are encountering difficulties. The issue with the power button sticking MIGHT be fixed by replacing parts, but the phone crashing when playing sound is a problem with the main unit - the phone itself. It would have to be replaced, which is not a service done by a local shop. The two shops I asked for an estimate both said this. The Squaretrade representative asked for me to provide documentation to this effect. However, I am having difficulty convincing a local business to take time out of their day to provide an analysis and formal letter to a third-party for free. They looked at it and gave me their assessment. I am currently trying to get time off of work (again, at a loss of my workhours) to try a different shop about 20 min from where I live and will update their representative.
So this is where we are stuck. I have entertained the representative's request to go to different repair shops, but the problems with this unit can only be partially repaired. However, I did not purchase insurance to receive a partially functional replacement. Where do we go from here?
Final Business Response /* (4000, 15, 2015/11/11) */
The consumer has been contacted and we are currently awaiting documentation to move forward.
Final Consumer Response /* (4200, 17, 2015/11/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Business was unable to make contact with local repair shop. Attempting to reach a different shop, but many are reluctant to give me a work order or written documentation unless I am having the repairs done that day.

We are sorry for any issue the consumer experienced with their device.
As it stands, our technicians attempted a repair on the set but were unsuccessful. The technician advised the issue is related to the panel of the TV. Since the TV has signs of physical damage on the screen/panel we would not be able to continue coverage or provide any additional assistance.

As this in regard to a previous complaint below is the original response"We are sorry the consumer had issues with their device.As stated in out Terms and Conditions, "at Our discretion We will either:A. Repair Your Product, or;B. Provide a cash settlement or a Gift Card reflecting the replacement cost of a new product of equal features and functionality up to the Coverage Amount, or;C. Replace Your Product with a product of like, kind, quality and functionality."Nowhere in our contract does it state that we will provide an upgraded phone.We have approved the claim for the consumer to go to Apple and have Apple perform an outside of warranty repair. They would take the consumer's old phone, charge the consumer a flat fee and provide the consumer with a refurbished replacement. We would reimburse consumer for that service, minus the charge to file the claim. We also offered a full payout so the consumer can purchase a replacement phone. The amount that we would payout is the price it would cost to purchase a replacement phone of the same model that the consumer currently has. If we provide a full payout the warranty will be completed.We were unable to find any of the recorded calls and have requested from the consumer another phone number that perhaps he called from to help us in our search for those calls."Please respond to the original response.

Initial Business Response /* (1000, 6, 2014/11/06) */
We are so sorry about the experience the consumner has experienced thus far.
I had been attempting to correspond with the consumer via email. I had messaged to him that we are unable to offer any form of resolution for the device as...

accidental damages are not covered per our terms & conditions for this item. We do not offer accidental protection on used items purchased through eBay. I had offered a cancellation of the warranty and a full refund of the warranty purchase price, and am currently waiting for customer response.
Initial Consumer Rebuttal /* (3000, 8, 2014/11/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no accidental damage done to the phone. The touchscreen functionality progressively has gotten worse. A refund of the original warranty price seems like a cop out. I purchased the warranty in good faith and it appears they are looking for ways not to honor it.
Final Business Response /* (4000, 10, 2014/11/17) */
Again we offer our sincerest apologies on this issue.
Our repair facilities are certified technicians who inspect the items thoroughly during the audit process and the liquid damage indicators on the phone had indicated liquid damage had occurred. . At this time we will have to side with our repair facility on the liquid damage audit failure. The offer to refund the warranty purchase price in full to the consumer is still the only resolution we currently can offer.
Final Consumer Response /* (2000, 12, 2014/11/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I'll take the refund and be done with this.
Consumer Response /* (3000, 17, 2014/12/02) */
I haven't received my refund yet. The company has not responded to my inquires. Please advise,
Business Response /* (4000, 19, 2014/12/03) */
Upon further review found that the refund for the warranty was stuck in processing. We don't know how this happened and we apologize.
We pushed the payment through and the consumer should see the credit into his Paypal account in 3 - 5 business days.

Complaint: [redacted]I am rejecting this response because: multiple employees told me I would be refunded $[redacted]. I want to understand where that number came from and where the $** number came from.
I want to start with a detail of every transaction I've done with them.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2014/05/14) */
Hi [redacted],
I am [redacted] the Resolution Manager at SquareTrade.
I'm not sure what occurred here. From what I can see, you have two claims with SquareTrade. One for your headphones, which as you've been told, has been approved...

for payout.
Your other claim is for your TV. One of our agents have been trying to call you to set up an appointment to send out a tech for you. But has not heard back from you. I will ask her to try to reach out to you again.
Thank you,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2014/05/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 6, 2015/03/05) */
We are sorry the consumer had a delay in receiving his payment.
According to our records the payment was Approved to be processed on February 12. The check was not processed because the address we had on file for the customer could not...

be verified by the US Postal Service. We had to reprocess the check and have it shipped, not using the US Postal Service. The check was received the day after he spoke to a SquareTrade specialist regarding this delay.
Due to the delay we are going to reimburse the consumer the price of the warranty as a gesture of our willingness to work with them for a better customer experience.
Initial Consumer Rebuttal /* (2000, 8, 2015/03/05) */
Please disreguard this complaint, there was an issue with the system they use. Therefore, I would like to cancel this complaint.

Initial Business Response /* (1000, 5, 2014/08/22) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
Thank you for speaking with me just now. As I was able to explain, SquareTrade offers different types of warranties and you were probably sold a non-ADH (damage...

protection) warranty during the point of sale.
Since SAM's club has been able to get you a replacement unit, I'll continue to cover your iPod with the existing warranty. I also want to make an exception in your case, since it wasn't your fault that you were sold the wrong coverage. If you have damage to the unit in the future, contact me directly and I'll take care of the unit for you. I'll send you my contact info directly.
Let me know if you have any questions or concerns, OK?
Regards,
[redacted]

Complaint: [redacted]I am rejecting this response because:  I already sent this response before..I DID respond to Square Trade's request for additional information.  They called AND emailed and I send the requested info via email.  If for whatever reason they did not reason MY response to THEIR email, they need to contact me again!!  This is ridiculous and sounds like evasion on Square Trade's part!!Sincerely,[redacted]

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. I went to the store, Toys R Us, and was issued a full refund for the product and the policy with SquareTrade.Sincerely, [redacted]

Initial Business Response /* (1000, 6, 2015/07/14) */
We are sorry the consumer had issues with their tablet.
Sometimes when a reseller sells a warranty the information about the warranty does not get automatically loaded into our database. Although the warranty is active we cannot file...

claims against it unless it shows in our database.
The consumer has since been in contact with SquareTrade and the warranty was loaded into our database. A claim was filed and a repair is being processed.
Initial Consumer Rebuttal /* (3000, 8, 2015/07/14) */
I received a call from Square Trade and they sent me an email with a prepaid label to mail the tablet. The case has been handled by [redacted], Square Trade Team [redacted] xt [redacted].
They received the Tablet on July 10th, they don't have a resolution about the tablet yet. Apparently they are researching the stage of the device.
Mr. [redacted] has been very attentive with the case XXXXXXXXXX.
Thank you
Final Business Response /* (4000, 16, 2015/07/27) */
We are sorry the consumer has had delays in the repair of their device.
The repair facility has the part needed to repair the device and they are working on the repair. If the repair is not done by July 30 we will reimburse the consumer the price of the device.
Our 5-day guarantee states that we will repair your device within 5 days. This repair has exceeded the 5 days and we are refunding the warranty price. They should receive the refund in 7 - 10 business days.
Final Consumer Response /* (4200, 18, 2015/08/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received a Phone call from [redacted], stated everything above. Yet I didn't received the check or a final response about the device, I would like to keep this open until I get a resolution.
Thank you

I WOULD RATE MY EXPERIENCE A 10.

Initial Business Response /* (1000, 5, 2015/06/23) */
We are sorry the consumer had issues with the reimbursement for the repair of their device.
There was much confusion with the receipts for repair that were forwarded to us. Due to the issues and confusion we are paying the consumer out...

the maximum amount we can, the price he paid for the item.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
that was the orginal agreement
Sorry! you had to get involved.
Square Trade phone me June 23,2015 at 1841PM
but, I was unable to answer the phone so, I am not sure if the left a message I am unable to retrieve because it is in the Comcast system that I do not use.
100% satisfied
Again thanks for your help
carl

Initial Business Response /* (1000, 5, 2015/12/14) */
We apologize the consumer experienced issues with their device.
We offer warranties with Accidental Damage from Handling and Standard warranties with no ADH. Our records indicate the consumer purchased the warranty from a reseller with...

no ADH.
We are requesting the consumer respond with a copy of the receipt confirming the purchase of Accidental Damage from Handling warranty.

Complaint: [redacted]I am rejecting this response because:
Squaretrade states they will, "replace your product with a product of like, kind, quality and functionality."  which they have not done.  What they send is not an offer but a selection the replacement team chose for me.  The email does not say I can reject this offer or accept the offer.  I am not presented with that option.  They have knowingly replaced my TV that is not of like, kind, quality and functionality."  They sent the cheapest model possible without me having any say in the matter.  The replacement team should compare specs and features which is readily available online but they did not.  The email states that based on consumer reviews and [redacted] reviews this is the TV "they" have chosen as a replacement.  You can look on [redacted] and see there are no reviews for this TV.  What they sent was merely a display that cannot receive over the broadcasts because it lacks a built in tuner.  They sent a display not a TV that I insured.  I am unsure of why it cannot be exchanged.  It was purchased just like any other consumer good. It was purchased from [redacted] Club for approximately [redacted] less than the TV I insured.  I called [redacted] and had them check based on the order number on the package. As it turns out, I reject this offer and still seek a viable solution.Sincerely,[redacted]