SquareTrade, Inc.

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]

Do not buy the warranty as they will find a way not to honor it. I made a claim on a TV that suddenly got vertical lines and they said it was impact damage, even after I explained that the TV has never left the stand and had never been impacted, the lines just got progressivly worse untill it was unwatchble, total **

Initial Business Response /* (1000, 5, 2014/12/09) */
We are sorry the consumer had this experience. In this case the specialist was incorrect, we should have taken the claim. We will contact the consumer and resolve this by doing a full payout on the device and a refund of the warranty...

because of the poor service that was offered in this case.
Initial Consumer Rebuttal /* (2000, 7, 2014/12/24) */
To the Revdex.com: You may close the case on this complaint. I received a check from Square Trade Company today for the price of the warranty and I am completely satisfied with their response. Thank you for your kind assistance and [redacted] Holidays! [redacted].

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, 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.

Initial Business Response /* (1000, 5, 2015/11/17) */
We apologize the consumer is experiencing issues with their device.
We have reached out to the consumer via email and phone but we have not received a response.

Complaint: [redacted]I am rejecting this response because:
The second offer to pay for the replacement was delayed until the price of the replacement unit dropped by $[redacted].  Square Trade was notified that the local repair shop could not fix the phone on [redacted], but no reply or confirmative email was sent out to me on that day after they were notified that the repair could not be done.  They had previously that day sent an email stating to send them the receipt from the repair once it was repaired, but after being notified later that same day that the repair could not be done, they did not confirm that with a follow-up email.  It was not until after I called them again on [redacted] that they sent the email stating they would pay out $[redacted], $[redacted] less than previously agreed upon.  I called back immediately to complain and a new email was sent out stating they would re-imburse me for $[redacted].  I called AGAIN that same day to ask why the extra money.  They then confirmed that I would get $[redacted] instead of $[redacted] (or the $[redacted] I was expecting) because the cost of the replacement phone at that time ([redacted]) was $[redacted].  I received verbal confirmation from a live person that I would in fact get $[redacted].  This is what I expect, but won't settle for anything less than the $[redacted] (an extra $[redacted]).  I expect them to honor their word.  If they give me something in writing, and then later confirm it over the phone, I expect them to follow through, whether that person made a mistake or not.  It was their mistake.  Now pay up!
Sincerely,[redacted]

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, 2016/01/22) */
We apologize for the issue the consumer experienced with their device. We have sent the consumer a brand new replacement phone and it was received yesterday. The consumer confirmed the claim has been resolved to their satisfaction.

We are sorry for any issues the...

consumer experienced with their device.
 
Currently, we would not be able to provide a reimbursement due to the consumer disposing of the item.
Below is a copy of the email sent to the consumer confirming the stipulations of the reimbursement. 
"Dear [redacted]Congrats! Your claim is approved, and you're eligible to receive a payment of $[redacted] Here's what you need to do before we can release your payment:Your item will not be returned to you. Any data not backed up will be lost.Use a sturdy box and bubble wrap to pack your item. Pack only your item, its battery, and its charger/AC adapter.Click here to print your free FedEx shipping label, attach it to the box, and ship your item to us.Once your item has been verified, we'll release your payment (can take up to 10 business days). If you have questions or want to schedule a call with one of our specialists, just visit squaretrade.com/help.Sincerely,The SquareTrade Team"
Moving forward, the only option available to the consumer would be a refund of the warranty purchase price if they are unable to provide the product.

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]

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.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted]74, and find that this resolution is satisfactory to me. Sincerely, H[redacted] C**

I have had 2 warranty through Squaretrade, for identical tablets bought on the same day. In July of 2014, in Aug 2014, one of the tablets screen was cracked because I purchased the accidental drop coverage it was covered I sent in on the 7th and by the 13th due to it not being able to be repaired the purchase price was in my paypal account. Later that yer Dec. To be exact I sent the second tablet in with a much more damaged cracked screen. Due to my previous experience with the first tablet I assumed that they would handle it the same way. They got the tablet on the 9th of Dec. After there claims of fast service, I finally went onto there site to track the claim because I had not heard anything. It us not the 17th of Dec. And the claim tracker showed that my claim was approved for repair and should only take 2 to 3 business days maybe a couple of days longer if the parts are not in stock. It is now Jan 2nd I called squaretrade to find out what is going on, they said they would have the repair facility cal me within 24 hrs almost 72hrs I finally get a call from some what seemed like a small time repair business saying that they had recieved a screen but did not like the way it fit my tablet, (which tells me they are not using oem products) I was told another screen was on order and they were expecting it within a day. Now were are at the 6th of Jan, 2015 on the 13th the repair facility contacted me and told me that they will not be able to repair the device and would be escalating the claim for full payout. After hanging up with them I called squaretrade, to inform them that my paypal account had been closed due to a negative balance and that I would want a check sent out instead, the sqtrd rep said she would hanlde it and started a task to have a check cut instead. This is after she contacted the repair facility and validated my claims of no repair possible. And I would be notified within 24hrs via email to let me know when the check is to be sent and it would only take 7 to 10 days for me to receive it. On the 17th I got an email saying that Paypal had returned the payment. I called them again and after apologizing they said they would it fixed and send my a check. On the 28th of Jan 2015 I called because I had not received a check or and email to state when it was sent, I was told it was sent on the 23rd and I should be receiving it any day. It is now Feb 4th after not receiving my check and receiving an email stating my address could not be verified I called them and was told that they were not sure why I got that email because upon looking up my address on Google they could see that my address in fact valid, the original check was canceled and a new one would be sent out. Within 48hrs I got yet another email stating my address was not valid. When I call sqrtd yet another time I was told that once again that they did not understand why I was told that except for the fact that the vender they use could not validate my address at this time I am talking to a resolution officer the look up my address and after spending 2+ hrs on the phone he said the they would use FedEx to send me my check. I was ok with that. Yet again about 24hrs later I receive another email(yep u guessed it my address could not be verified) I call yet again and it just so happen that after person that had just left my a voicemail 10 mins earlier was already gone. Finally I told tje after getting transferred to a senior cust rep. I gave them my wife's Paypal address he said the he would expedite it and I would have it the next day. Which would be Feb. 12th and it is now Feb 13th (exactly 1 month after I was told the tablet could not be repaired) nothing. I called yet again and was told that there payments are processed on Tuesdays and Fridays. I am really in doubt that I will receive my payment. If it doesn't I will be filing a complaint with the Revdex.com.

Initial Business Response /* (1000, 5, 2015/07/01) */
Our Assurance Team has emailed the customer regarding this issue. That department can assist with any concerns if the customer replies back to that email. The team will reply within 24 to 48 business hours
Initial Consumer...

Rebuttal /* (3000, 7, 2015/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have contacted SQT, over 30 times for this one incident. I've never received a call back, even though everything that you have said is exactly what I have been told. Like I mentioned [redacted] is the only one that I can get through to. Your system has it notated for him to only speak with me. He has never been polite, courteous, and has told me numerous times that I will speak with no one but him. Which I find absolutely ridiculous and absurd. I will NOT SPEAK WITH [redacted] ANY LONGER! Therefore, the only route of communication and resolution will be through the Revdex.com. I should not have to call more than once. Not to mention that all of my warranty plans have been canceled (with all decisions made by [redacted],)for frivolous reasons. I am willing to show phone records of how many times I have taken the initiative to make contact and resolve this issue, over a period of a month. On the other hand only one call from your Co., if that! [redacted] needs to be replaced, as far as any communication or decision making is concerned. With all said, I would greatly appreciate a prompt response, as to what your next plan of action consist of!
Thank you very much and have a great day.
Final Business Response /* (4000, 10, 2015/07/14) */
Our Assurance Team is looking into the customer's case and will reach out via email or phone call in the next 24 to 48 business hours
Final Consumer Response /* (4200, 12, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have come to a mutual conclusion. I cannot at this moment say that I accept their resolution until I receive the check that was issued. I also am not very satisfied with a couple things. First of which being that all my warranties were canceled during the filing of this complaint. They were canceled days after this complaint was filed and before they responded to it. I did get a full refund for all warranties. However, if something happens to any of the devices that were cancelled, I am going to be up the creek.... I was told that there was no way they could re-warranty a canceled warranty. Of course I know that is not the case. [redacted], I must say was great in working things out with me. However, their regular customer service and claims specialist are, for lack of a better word, horrible. I will check that I accept their proposal once I receive the check. Also, I was the one that contacted them. If you have problems with this company, I highly recommend the Revdex.com! As they have made it possible for me get back what was owed to me! Again, I will agree that I accept the resolution once I receive the check. VERY MUCH THANKS TO THE Revdex.com!!!!!

Initial Business Response /* (1000, 5, 2015/09/14) */
We are sorry the consumer had issues with their device.
As stated in out Terms and Conditions, "The total amount that We will pay for repairs or replacement made in connection with all claims that You make pursuant to this Protection...

Plan shall not exceed the Coverage Amount. In the event that We make payments for repairs or replacements, which in the aggregate, are equal to the Coverage Amount".
As the consumer stated the remaining amount on the warranty would not be enough to purchase a replacement computer with the features of their computer. To make the consumer whole we will reimburse them what they paid for the device. When possible this is what we try to do to ensure our consumers have a better experience.

(The consumer indicated he/she DID NOT accept the response from the business.)As I stated before, I don't have any other documentation to provide you. The receipt I gave you is all I remember being given. Please issue full amount reimbursement for phone that I had to purchase under warranty. Thank you

Initial Business Response /* (1000, 5, 2015/10/12) */
We apologize that the consumer had issues with their device.
We can not guarantee the availability of our inventory at a particular time. In this case the exact model was not available to the consumer.
To resolve this case we made...

a one time exception and refunded the consumer for the price of the warranty. As a courtesy we also reimbursed the consumer for shipping fees he paid with a separate retailer.
We contacted the customer and he is aware of the solution.

I WOULD RATE MY EXPERIENCE A 10.