SquareTrade, Inc.

Initial Business Response /* (1000, 5, 2015/01/29) */
We are sorry the customer had this experience.
Sometimes the phones in our inventory have issues even after a final test. Because of this customer's experience we have paid the customer out so they can purchase a new replacement phone. ...

Initial Business Response /* (1000, 5, 2015/10/19) */
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, the consumer took...

their device to an authorized local dealer to be repaired. As a courtesy we also refunded the consumer's deductible.

I purchased an extended Square Trade Warranty on an office chair I purchased from staples. After having issues with the chair, I contacted Square Trade and they said that I had to return it to [redacted] as it still had a manufacture's warranty. So I returned the chair the staples and they said I had to contact Square Trade. I called them once again and they continued to say I needed to return the chair to [redacted]. I called the number listed on their Revdex.com profile, it is Square Trade's standard number that you would use to file a claim...
Square Trade isn't an honest company and neither is [redacted], they sell you the Square Trade warranty by saying how hassle free it is. I wouldn't recommend purchasing an extended warranty thru Square Trade to anyone!

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.

Initial Business Response /* (1000, 9, 2015/01/28) */
We are sorry the consumer has not received the credit.
When refunds are given they are given through the reseller. In this case it does not look like the reseller processed the refund. We are working with the customer to have the refund...

processed through our channels.

Initial Business Response /* (1000, 5, 2015/03/16) */
We are sorry the consumer had issues with the repair of his camera.
As agreed we did a full payout on the camera. The payment was processed on March 3.
Due to the poor customer experience this consumer had we are going to refund the...

cost of the warranty as well.
Initial Consumer Rebuttal /* (2000, 7, 2015/03/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Full payout was received

Initial Business Response /* (1000, 6, 2014/08/11) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I am sorry for the delay on this reply, I had sent in a request for some photos of your phone. I wanted to review them first before replying to you.
From the...

photos sent, I do see the purple haze on your screen, but there is signs that the screen is physically damaged causing this haze as well as a burned in image.
This was noticed during the auditing process when we received your phone. The box the unit was sent in was not damaged, so the issue with the phone was present prior to shipping. Had the phone been damaged by our depot, we do have insurance that will cover errors caused by a tech. In this case, the unit was damaged prior to receipt at our depot.
Unfortunately, this damage is not covered by your warranty for this phone. We offer different levels of coverage under our warranty, and you only have the basic coverage for defects and wear and tear, not physical damage.
I'll ask our depot to ship your phone back to you, but we will not be able to complete repairs due the damage sustained by the phone.
Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 8, 2014/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response. My phone was NOT physically damaged before I sent it, and I placed that in the initial claim itself. The "burning" of the phone you say it has could have came from the 100 degree heat that it was sent in, did you think of that? This phone is a malfuction and I request for you to send me the money to repair it as well the money back that I paid you when I signed a contract with you to fix my phone when it had this issues. What you are doing is illegal by dening to fix it per the contract. I have the contract in my hand that states you will fix my phone even if it was an accident, like you say it was. I am requesting all my money to be sent to me. I will not settle until the check is in my hand. As I have stated time and time agian this was a malfuction of the phone, how can it all of a sudden of a haze on it when it was NOT dropped! YOu are not GOD, you can not tell me that I physical damaged my phone when I didnt. I want the money in my hand for what the contract says you will fix and then I will settle.
Final Business Response /* (4000, 10, 2014/08/15) */
Hi [redacted],
I'm sorry, but we can not provide a payout on this phone due to the damage. I did not say you damaged it, only that we received it damaged.
I was pointing out that the hazing and issues you described in your claim is consistent with the screen damage our techs saw when they reviewed your phone.
And generally speaking, cellphones and most electronics do not become physically damaged due to temperature changes due to weather.
I'm sorry, but we can only offer you a refund on your warranty as this case can not be approved for repair.
Regards,
[redacted]
Final Consumer Response /* (4200, 19, 2014/09/03) */
The consumer indicated he/she DID NOT accept the response from the business.)
Again, I do not accept your offer. I have done my research and I have provided you with the article that states, and I quote "the popular Galaxy S3, is often susceptible to burn-in or apermanent discoloration of particular areas of the screen. Burn-in's are generally caused by a combination of inconsistency in the material." This article proves that this was truly a malfuction of my phone and not an accident. In the article it also states that samsung has take full responsibilty of this malfuction. Meaning, By the contract I signed you have to fix my phone or you are going against the contract you signed with me.
So I am requesting that I can send my phone, all cost on you, back to your department for it to get fixed properly and sent back to me in a timely manner. Or you can send me the money to have phone fixed properly which is in cost of around $150.00. I also ask after you fix my phone for a full refund of my money for the time and hassle you have placed me through.
Here is the link to the following article http://vr-zone.com/articles/samsung-denies-responsibility-for-galaxy-s3-screen-b...⇄

Initial Business Response /* (1000, 5, 2014/08/18) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
Unfortunately, after reviewing the invoice you submitted and reviewing the calls you've made to various agents at SquareTrade, I have to agree with our Fraud Department...

and deny payment for this invoiced repair. I've attached a copy of the invoice you submitted to SquareTrade so the Revdex.com can review also.
This invoice was denied for various reasons; cost of repair, repair service eligibility and conflict of interest.
The cost of repair for this unit is $975 for a phone that costs $699. In our experience, screen replacement for a Galaxy 5S does not cost more than $300. A repair that high would require that we investigate further and check into why repair was even processed. Most repair services would recommend a repurchase if repair was that high.
The service type, once we looked into it, was for a computer service company, not a cellphone repair service.
When we attempted to contact this repair service, there was no response. Further checking showed that you are the owner, but prior to this, we had no indication that this is the case. You've called us multiple times, and have not mentioned once that you were going to have your own company repair your phone. Had you mentioned this, we would have denied the claim and offered a separate solution.
I don't see where there is any information on your invoice indicating that you are the CEO of the company. But even if that was there, it would still be after the fact.
I'm sorry, but we do not believe this is a valid repair or invoice. We will offer you a full refund on your warranty.
Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is ridiculous. In an email from square trade to fix my phone it clearly stated:
"Find an authorized repair place convenient to you and arrange a repair.Wherever you choose to have the unit repaired, the SquareTrade warranty will reimburse you for repairs up to value of your warranty, which is: $999.99 plus any applicable gift card bonus.The SquareTrade Care Plan covers parts and labor only. SquareTrade will not reimburse for software installation, diagnostics that do not result in a repair, or shipping. If the repair estimate is less than the warranty value shown above, proceed with the repairs. If the repair estimate is more than the warranty value, call us to discuss your options."
After calling multiple cell phone stores that didn't have OEM parts, I called ST and asked what qualified as an authorized repair place. They said anyone that fixes electronic devices. I asked if a computer repair company would qualify - they said yes. You should have those phone calls recorded to verify that this happened. I asked if there are parameters around what it should cost and they said it doesn't matter as long as it's under the $999.99 stated in the email sent to me. I specifically asked why they would spend more to FIX a phone than it would cost to replace it - they said that's just how it is. I again asked if there are cost points to know if the repair cost is reasonable or not, they again stated as long as it's under the $999.99. If the repair cost really isn't authorized to $999.99 then you should misrepresent that to the customers.
The email clearly says "If the repair estimate is less than the warranty value shown above, proceed with the repairs. If the repair estimate is more than the warranty value, call us to discuss your options."
So a repair amount cap was agreed upon - yet now that the invoice was submitted it's being rejected for cost. Yet it's under the cost you assigned to it.
You also state that no one was able to reach someone at our company and that is 100% false. Multiple people from square trade talked to a 2 different people at our company. 1 person in accounting and a technician. Yet here you are still saying that there was no response. There is a [redacted] from customer service that called, there was a [redacted] that called, there was a [redacted] that called and a [redacted] that [redacted] identified as her manager that called. All of them spoke with someone in the company.
This is also the first time someone sites conflict of interest to me - even when I spoke with [redacted] and [redacted] they both stated that it isn't an issue that I owned the company since I didn't personally work on the phone. They state it should have been the FIRST thing I said to them - even after being on hold for FOUR hours. Also, I don't know any company that states who their CEO is on their invoice. My information is publicly available and not hidden in any fashion.
You say you had no indication that I was the owner even though you already had paper work from the receipt of the purchase of the phone stating my company name, my name, and my title.
I've recommended your services to many of our clients, and after being on hold for 4 hours I wanted to truly understand how bad the service was from the customer's point of view. It's beyond frustrating that the resolution people - [redacted] were some of the rudest people I've ever spoken to.
Having people purchase a warranty, telling them to get their phone repaired, and then cancelling their warranty is bait and switch. Is the goal for people to buy the warranty and hope they never use it? That is deceit full.
Final Business Response /* (4000, 10, 2014/08/20) */
Hi Mr. [redacted],
I mentioned that we were unable to reach your company because that was the case in at least two instances. One of our agents even messaged the same to you. During this conversation, you asked him which number he used and then you explained to our agent that you just attempted to dial the number and selected option 2 to reach a live agent.
During the period of time when you were asking all these questions, had you also asked, "Is it OK for my own company to repair my phone?" this complaint wouldn't have been necessary.
Conflict of interest is a reasonable denial in this case given the fact that the repair amount invoiced is so far out of the range of a repair from any other cellphone repair service.
Regards,
[redacted]
Final Consumer Response /* (4200, 14, 2014/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Our phones go straight through to an auto attendant like most companies, and without selecting an OPTION as it says on the greeting you can't talk to anyone. It clearly says select option 1 for support and 2 for account. If you don't select an option, there is no way that someone's phone will ring.
Also, there are multiple times when your agents said to me the fact that I OWN the company is not a conflict since I didn't personally do the work on the phone. Have you listened to those call recordings?
Also, why put this language in emails sent to customers regarding their claim if it is simply untrue?
"If the repair estimate is less than the warranty value shown above, proceed with the repairs. If the repair estimate is more than the warranty value, call us to discuss your options."
The repair was below the amount shown.
An itemized invoice was requested, but you guys moved to cancel before it was ready. It seems like we are continually changing stories and jumping the gun.

SquareTrade is one of the classiest organiisations I have ever dealt with. Rapid resolution of a problem with emphasis on customer satisfication. [redacted] (Resolution Specialist) had only one goal: To make me happy and satisfied that my problem was fixed. I wish I could give them more than 5 stars. Their product is also at the top of the list for value. In the world of Insurance, they make you feel like you are getting what you pay for. I have recommended them to all my friends and family.

Initial Business Response /* (1000, 5, 2015/04/22) */
We are sorry the consumer had issues with their device.
The claim was processed and does require a signed document for our records. Sometimes an attachment can get corrupted and becomes unreadable when received. We are not sure what...

happened to the signed document when first sent but the document was received in a format that was readable by our systems and we did process the payment. The consumer should receive a check by May 1.

Initial Business Response /* (1000, 5, 2015/07/30) */
We are sorry the consumer had an issue with their phone.
As there is a crack on the screen a technician would not be able to ascertain if the issue was caused by an accident. In any case there was an accident as is evident by the crack...

and the warranty does not cover accidents.
We are sorry but based on our Terms and Conditions for this warranty we would not be able to take a claim. Since the warranty was not of any use to the consumer we refunded the warranty price to them.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response but I want this information available to other consumers so this problem does not happen to them
Final Business Response /* (4000, 9, 2015/08/12) */
Unfortunately there is nothing we can do about repairing a phone that has damage if the warranty does not have accident coverage as in this case.
The information showing what the warranty covers is in the warranty summary and the Terms and Conditions of the warranty.
Final Consumer Response /* (4200, 11, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The fact remains that they sold Me a warranty on a phone that had a damaged screen, and the phone worked fine for several months obviously the cracked screen did not affect the function. At this point I just want this information available to other consumers.

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]

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]

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, 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

Initial Business Response /* (1000, 5, 2014/11/06) */
We are so sorry about the experience our consumer has received thus far.
I had attempted to correspond with our consumer regarding this case but I have not received a reply to my email request. I have offered a resolution within...

this email message and am still awaiting a response to proceed.
Initial Consumer Rebuttal /* (3000, 7, 2014/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received one voice message unfortunately the message wasn't clear at all do too bad phone reception on there end I could barely make out what was said in the message
Final Business Response /* (4000, 9, 2014/11/13) */
We are sorry the consumer had a bad experience with SquareTrade. Our terms and conditions state that over the life of the warranty we cannot repair a device for more than what the purchase price of the device. The latest repair was handled as part of the first repair so there were no additional repair costs. As the consumer did not realize that is how the warranty works and as a courtesy we have refunded them the price of the warranty.

We apologize to the consumer for any inconvenience we may have cause.The consumer has reached out by one of our resolution specialist, they approved for the consumer to be reimbursed. The consumer should be receiving a check for the purchase price of the device within the next 7-10 Business...

Days.

Initial Business Response /* (1000, 5, 2015/03/26) */
We are sorry the consumer had delays in his refunds.
The consumer spoke to one of our specialist and was able to resolve the issues. We will contact to consumer to ensure that they have been reimbursed.
Initial Consumer...

Rebuttal /* (2000, 7, 2015/03/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
SquareTrade contacted me and resolved my issue to my satisfaction.

Complaint: [redacted]I am rejecting this response because: based on numerous similar instances from other customers posted on line, Square Trade is either unable to figure out the Postal System or they are practicing deceptive business practices at best or at worst criminal mail fraud.  Due to the incredible amount of frustration I encountered trying to get reimbursed, which did finally occur, I nearly gave up.  Instead, after filing a criminal complaint with the [redacted], notifying the Revdex.com, contacting [redacted] Corporate, and posting accurate descriptions of what I had to go through, even offering to pay the [redacted] charges myself to get a verifiable way to ensure they actually mailed the reimbursement check, Square Trade reimbursed me. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/11/10) */
We apologize the consumer had issues with their device.
Our records indicate the consumer's check has been processed and should be received by November 13th.