SquareTrade, Inc.

Initial Business Response /* (1000, 5, 2014/10/30) */
We are sorry the consumer is having issues with the item being warrantied. As we could not repair the unit we have approved a claim to payout the maximum amount the warranty is covered, $500.00. Our Terms and Conditions do not allow us to...

payout a warranty for more that the value the warranty was purchased to cover. The unit was not new and the only warranty that is available for the item would only cover up to $500.00. The reason that the consumer was receiving the emails asking to call us is the claim states that the unit has damage to it. The warranty for used items does not cover accidents. This case is an exception as the consumer feels the damage was caused during repairs.
Initial Consumer Rebuttal /* (3000, 7, 2014/11/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response due to the fact it has nothing to do with what I feel. The facts are STATED VERY CLEARLY. Also, the regional manager is involved with this situation. Staples also wrote a letter to the regional manager. I would like to speak with him about this situation. I am restating the FACTS from above and this has nothing to do with how I feel! It is what SQUARE TRADE DID a vey good computer that was updated to 8.1 which did cost me to do. The total was 1000.00 dollars. Staples would have all the receipts.
The return of my computer from Square Trade has come back with damage, viruses, and has not worked
properly since the first repair.
Staples has the complete file on my computer since it has gone out for the initial repair on 5/30/14. They fixed the CPU processor. However, I had to return my computer the very day I received it back to Staples due to the number of virus on the computer and there was not any paper work to what was done on the computer. There was damage to the top of the computer and the battery was chipped. It was sent again on 7/2/14 to repair top and a new battery. This time the computer seems to have been dropped and damage by the DVD is dented. I called on this and I was told it was cosmetic. On 9/3 the claim was closed. The battery they sent was replaced with a defective battery. Then on 10/9/14 my computer fan was not working properly and over heated. Then on 10/7/14 an error code claim closed. I received a box with label. My computer was sent from Staples and returned the next day to Staples. Then 10/9/14 an error code with claim closed. 10/9/14 Its heating Claim closed. 10/9/14 An error code product specialist is ready for your computer. Now I receive the message: Hello [redacted],
Thank you very much for attempting to file a claim online with Square Trade.
Unfortunately the circumstances surrounding your claim require the attention of our experienced customer service team. Please give us a call at 1-877-WARRANTY (XXX-XXX-XXXX) Xam-5pm PST M-F and we'll be happy to review the specifics of your claim with you.
Thanks,
The Square Trade Team
However, I am not attempting to file a claim. I can not even update my email address and I receive the same message.
This has been a teacher's night mare and my students have not had enriching lessons including the integrated technology. I am disappointed with Square Trade with the lack of quality work on my computer as well as the damage to my computer. I am a bit irritated with phone calls and the blame game. Fed Ex must have damaged your computer. They didn't because it was all package by square trade. The computer had to have been dropped in the process of repair. My students have asked on a regular bases, "Miss D is your computer fixed yet?" I thought of giving them a writing prompt to ask Square Trade...Is Square Trade using best practices in repairing someone's personal computer and if so how would the computer be returned to the customer?
I would expect my computer to be returned and fixed. And ready to for me (the teacher) to complete plans for fourth grade. Is Square Trade using best practices or just running a technology mill for financial gain at the expense of the customer?
ADDITIONAL DETAILS:
Case is being handled by another organization: Staples Lansing MI 517 627-6700 (Less)
Final Business Response /* (4000, 9, 2014/11/17) */
We apologize for a poor choice of wording. The consumer said that the unit was damaged and we are going to payout the consumer the full warranty value. As per our terms and conditions this is the amount that the consumer paid to protect. Even if the computer was valued at $1,000 at the time of purchase the only warranty available for the consumer at the time of purchase had a maximum coverage of $500.00.
Final Consumer Response /* (4200, 11, 2014/11/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Poor choice of words...well it is the truth! My computer was never repaired by SQUARE TRADE! I will not keep repeating the FACTS TO YOU! Take responsibility for your poor quality work done to the computer which YOU (NO NAME) seem to hold onto your contract. I believe your actions as a company yes damaged, broke the computer to be nonfunctional. Incidentally, let me remind you that you also sent a defective battery (non workable) due to the other you broke and you call it cosmetic. Take responsibility the Facts are packed against you and pay me the 1000.00 in order to have a much needed computer for teaching my students. I am a teacher! My students take responsibilities for their actions, so why not SQUARE TRADE! I look forward to speaking with the manager of SQUARE TRADE SOON! AGAIN, TAKE RESPONSIBILITY FOR SQUARE TRADES POOR WORK TO MY COMPUTER AND NEVER DID FUNCTION EVEN A DAY AFTER RETURN! DO what is right. STUDENTS are watching and if a company can bully their way out of what YOUR company did to this very good computer what example are you setting for the future generation of students. "Do the right thing even when no one is looking." Can You? Or will your PRIDE be your guide! My name is [redacted] L. [redacted], M.**.

Initial Business Response /* (1000, 5, 2016/01/25) */
We apologize for the issue the consumer experienced with their device. The specialist handling the consumer's case unfortunately did not properly process the claim.
The issue has been rectified and the consumer's check was processed...

1/22/2016.
The consumer has been contacted and is aware of the resolution.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
seeing is believing...squaretrade has assured us that"the check is in the mail" after we have called the company on FOUR separate occasions! we think that most people "give up" due to the hassle and stress of dealing with squaretrade. after reading about more than 800 other people's similar complaints, it appears to be a strategy that squaretrade routinely uses. ONLY AFTER we lodged our complaint with the Revdex.com did we hear back from squaretrade (see above). due to the previously stated history, we do not trust this company's "words". when and IF we receive a check, we will recontact the Revdex.com in order to update our complaint as resolved. thank you kindly.
Final Business Response /* (4000, 9, 2016/02/10) */
We contacted the consumer & confirmed the check has been received. This complaint has been resolved.

We are sorry the consumer had an issue with their Television. Squaretrade provided complete transparency regarding the replacement we offered, as well as 90 days to...

review the specifications.Since the replacement and all aspects of the offer was accepted by the consumer unfortunately there is nothing further we can do.

(The consumer indicated he/she DID NOT accept the response from the business.)If Squaretrade had done their job as a warranty company in the first place, we wouldn't be in this predicament. They need to honor the warranty because of the lack of availability in the unit being in stock, it caused this situation that is completely out of my control. Squaretrade should not be selling warranties if they are not going to handle the warranty themselves and rather direct the customer to handle the warranty item themselves, and be put in such predicaments, such as this one. I must insist that Squaretrade issue full refund for phone purchased, as clearly shown by receipt I provided them.

Initial Business Response /* (1000, 5, 2014/06/06) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I am sorry for the delay on this claim. I'll review the calls and make sure that any process issues from your claim is addressed.
I see that a phone has been...

delivered on 6/2 for you. This should take care of it, but if you experience any issues with this phone, please contact us right away, and we'll take care of it for you. I've refunded your deductible due to the hassle you've had to deal with on this case.
If I can be of further assistance, please contact me directly at [redacted]@squaretrade.com.
Regards,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2014/06/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am completely satisfied with the resolution of this claim. I thank the Revdex.com for their prompt attention to my issue and assisting me in getting through the roadblock I was up against. Square trades response was very helpful and professional. I am sorry that this claim issue had to go this far.

Initial Business Response /* (1000, 5, 2014/08/20) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
We do disclose the level of coverage you are purchasing. This information is available prior to purchase under our learn more section as well as in process prompts...

during the purchase path.
Post-sale, we also send you a copy of your warranty contract with a summary and details about your plan.
We've never offered ADH coverage for larger items, like TVs. ADH is offered for mobile devices like cellphones, iPods, laptops, etc. Items that are generally stationary are not offered the option of ADH coverage as the cost of the additional coverage is not warranted for units that are not transported or handled under normal usage.
Unfortunately, we will not be able to comply to offer you coverage for a physically damaged TV. We'll get you a refund on your warranty, though.
Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/08/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand that the information (or lack of disclosure) from SquareTrade. However, their statement of "We've never offered ADH coverage for larger items, like TVs. ADH is offered for mobile devices like cellphones, iPods, laptops, etc. Items that are generally stationary are not offered the option of ADH coverage as the cost of the additional coverage is not warranted for units that are not transported or handled under normal usage." is not true because you can purchase ADH as a member of Costco (which I am) and with their Concierge service, they would've replaced the TV, regardless.
So because of their discriminatory practices with this complaint should be a permanent record against them.
Final Business Response /* (4000, 9, 2014/08/26) */
Hi [redacted],
Costco's Concierge service is not provided by SquareTrade, so their coverage isn't something we can control. But I do not believe Concierge service would cover you for a damaged TV either.
[redacted]

Initial Business Response /* (1000, 5, 2015/12/07) */
We apologize the consumer experienced issues with his device. The consumer has been contacted and agreed to reimbursement. For the inconvenience, the warranty has been refunded.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/08)...

*/
(The consumer indicated he/she ACCEPTED the response from the business.)
As long as this is what I was told would happen I do accept this. I actually need to see this come to fruition though. My experience with this company makes me have reservations. According to the person I spoke with I should be getting $1079.95 for the camera and a warranty price refund of $229.99. If this is what happens I will consider this resolved.
Final Business Response /* (4000, 14, 2016/01/13) */
The consumer has confirmed deliver of the $1079.95 reimbursement check however a system glitch caused the warranty refund to not be processed. We are making improvements to resolve this system glitch.
We have confirmed that the check will be issued for $102.29 & should be received in 7-10 business days.
Final Consumer Response /* (2000, 16, 2016/01/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/05/13) */
We are sorry the consumer had issues with their device.
The phone that we had issues sending a replacement phone that operated properly was resolved eight months ago. The delay caused by us wanting to make sure a proper replacement phone...

was sent.
As per our terms and conditions we will provide a replacement device, if available. In the current case we do not have the model available and offered the consumer the option of have the device repaired locally and we would reimburse. This usually is the fastest way a unit can be repaired. This is the option the consumer chose. We are constantly updating our inventory to provide the consumer with replacement phones, but we cannot guarantee their availability.

Initial Business Response /* (1000, 5, 2014/12/15) */
We are sorry that the consumer is having delays in being able to file a claim. We have a copy of the receipt in our files showing that a warranty was purchased. The issue with not having the warranty in our database has nothing to do...

with anything the consumer might have done. The issue is that the warranty was not loaded into our database. We have escalated the problem, have contacted the consumer and will find a solution that will satisfy them.

Initial Business Response /* (4000, 7, 2014/10/01) */
We are sorry the customer experienced this the delay. We have no control over the availability of parts to repair units. We have since paid the customer out as is our policy when an item is in repair for more than three weeks....


Initial Consumer Rebuttal /* (2000, 9, 2014/10/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/12/18) */
We are sorry the consumer had an issue with his device. The payout we offered is based on the Terms and Conditions of the warranty. The repair costs are what are documented to us. The repair depot also mentioned that there were numerous...

parts replaced, not just the one to which the consumer referred. We did not get the itemized version of the labor costs, our records only show a cost of $272 for parts.
With that being said we will settle with the customer. We do not find his demand unreasonable. We will contact the consumer and agree to a resolution.

Initial Business Response /* (1000, 5, 2014/09/10) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I am sorry for the hassle in all this. The receipt was not uploaded to our system, but in this case, I'll have a claim processed for you anyway.
I'll have an agent...

contact you to get this resolved. Please give me a bit of time on this.
Thank you,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/09/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received a confirmation indicating the registration was completed successfully and therefore no additional information was requested. Furthermore, in the YouTube video as seen on the company's website Help section, it indicates that if the customer fails to submit a receipt when registering, a bubble will appear mid-screen indicating the outstanding documents to be submitted. I have SCREEN shots that my registration and all documentation was submitted. I would like to have the TV repaired or replaced - same for same. If I have to spend $50+ on S/H to the merchant, then accept the $289.99 which was offered, then I will not be able to replace the TV for an equal replacement. Therefore, the offer is not acceptable. Screenshots referencing the comments made above are available in the event this becomes necessary. Please review and advise. Thank you, [redacted]
Final Business Response /* (4000, 11, 2014/11/17) */
We are sorry for the delay on this.
We had corresponded with the consumer on what the next steps are regarding the claim. The consumer has responded back noting that the item is in transit to our facility. Once the item is in our facility, we will be reimbursing the consumer the amount of $289.99.
Final Consumer Response /* (4200, 13, 2014/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes I did accept a revised business resolution as they have since provided the necessary shipping slips for the unit to be mailed. I am waiting to confirm this is 'completely' acceptable until the package is received, processed and payment is verified as I wanted my television to be repaired/replaced same unit. PENDING. Thank you. [redacted]

I called to file a claim and got a recording telling me I needed to have my original receipt when calling. I should not need that because I sent them that when signing up. Then, because I wanted to file a claim I was on hold for over an hour listening to their obnoxious music waiting for an answer when I had to give up because my battery died. They will do whatever they can to prevent you file a claim.

Initial Business Response /* (1000, 8, 2014/10/02) */
We are sorry for the miscommunication. Our Terms and Conditions state a new or refurbished item and does not guarantee "new". Because the consumer was told a "new" phone we did reimburse them the cost of a new phone and are going to...

reimburse them the warranty price.
Initial Consumer Rebuttal /* (2000, 10, 2014/10/06) */
I FINALLY received payment for reimbursement for my wife's phone today 10.3.14. It has been a very long and difficult process, but my perseverance prevailed and we have obtained everything that we fought for. It took me reading the laws to one of the representatives about fraudulent practices before I got anyone to really help me, but once the definitions were established about dishonest business practices, I was tended to in a much more appropriate manner. I was told however that they would send payment the 18th of September and that it would take 7-10 business days to receive payment. The post mark on the envelope was September 29th. It's extremely disappointing the lack of integrity and honesty that I received, but I DID get paid. I will NOT ever use or recommend Squaretrade to anyone due to my experience with them. Thanks Revdex.com for your assistance with all of this.

Initial Business Response /* (1000, 5, 2015/08/31) */
We are sorry the consumer had issues with their device.
The photos that were sent to us clearly show that there was damage to the screen. As per our Terms and Conditions we do not cover accidents on TVs.
The consumer does have an email...

from SquareTrade stating that we moved the claim to provide the consumer with a replacement TV. This email was sent in error. None the less the consumer does have documentation that we will provide a replacement TV.
For that reason we are proceeding with getting the consumer a replacement TV.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received a call from [redacted] with square trade about 12:30 mountain time and he stated they would be issuing me a check in the amount of $1470. He said it will take 10-14 business days to reach me. Once, I receive the check and it clears I will be satisfied and will contact the Revdex.com and let you know the issues has been resolved.
Final Business Response /* (4000, 9, 2015/09/09) */
We are sorry the consumer had issues with their TV.
We have expedited the payment and according to our shipper the check was received on September 9.

Complaint[redacted]I am rejecting this response because:
As I stated in my complaint, I have already called like 5+ times. I have been on hold trying to get through to someone at SquareTrade for literally HOURS. The one time I managed to get through to a person I could barely hear him, and all he did was transfer me to another department where I was put on hold for another half hour until I just gave up waiting so excuse me if I don't want to spend another X hours of my life trying to get through to a live CSR.If you actually read SquareTrade's T&Cs, it states "4. WHAT TO DO IF A COVERED PRODUCT REQUIRES SERVICE: File a claim online at www.squaretrade.com or call Us toll-free at 1-877 WARRANTY (1-877-927-7268) and explain the problem. We will attempt to troubleshoot the problem You are experiencing. If We cannot resolve the problem, You will be directed to an authorized service center." I have filed a claim online, and I have called you guys to explain the problem. I have more than fulfilled all of my obligations per the T&Cs: SquareTrade has not fulfilled any of theirs. I have described the symptoms I have been experiencing with my dryer four times now (once in the initial claim, twice in my emails to CSR Hien Ly, and once in this Revdex.com complaint). Not once in any of the communications that I have received from SquareTrade has anyone made an attempt to troubleshoot the problem. No, it is just this endless cycle of "oh, you can contact us..." Again, I want SquareTrade to send an authorized repair technician to fix my dryer, and I want a check for the cost of my warranty sent to me for the lackluster service I have experienced as per SquareTrade's 5 business day guarantee.

Initial Business Response /* (1000, 5, 2015/05/28) */
We are sorry for what the consumer experienced. For the issue with the phone, SquareTrade sent the consumer a label to send it in, per process. The consumer is now welcome to file claims on his camera and two tablets, per his request....

Spoke to consumer and he appears to be satisfied with resolution and will send in phone as soon as he can.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I continue to get various road blocks even after many promises. I continue to email the one contact who emailed assurance that evrything would be taken care of. I have been emailing her back since 5/31 with no resonse back. I made two other attempts nothing.
As promised I sent in the Iphone that was the issue. Since then I have made 6 calls into squre trade and again different answers. The first call they researched and advised me nithing was received and that I needed to provide him a traking number, even though sq. trade sent me the fed ex label. after many hours of searching at home I provided them the traking number he then advised me he would process me a replacement since it was noted my original refurbishment was broke. He kept me on the phone long period of time and then advised me I needed to talk to an are who just handles refurbsh. I called them they advised me same thing I would get a replacement on my iphone 5 they saw the notes on my file only thing was they needed the iphone original to be received and to call back monday morning 6/8. I called at 5pm est on monday 6/8 as promised spent another long periods of time on the phone . Again agent informed my nothing was recveived and nothing was ever sent by me . Again I had to provide him the fed ex trscking number XXXX XXXX XXXX to prove the fact I didnt send in the phone on 6/2, he called traced iformed me that it was recieved and an audit was being performed. He understood my frustration and told me to hold on . I WAITED over 20 min of back in fourth and he advised my my account is now good and cleared. My replacement iphone was clearly documented and all I needed to do was to speak to another area give them my ticket number and they could send me my replacemnet iphone 5, again tranfered again where I could not wait ion the phone someone had to call me back. 20 min later someone called me back I went over the situation again and agian the representive tried to tell me nothing was recveived no traking of any phone and again I never sent anything in. OMg HOW DIS-ORGANIZED AND FRUSTRATED CAN THIS BE. I gsave the gentelman my ticket number and again tracking number he put me on hold again researched everything finally phoned the fact phone was received. I told him look at notes he noticed yes a replacement was to now be processed but he needed a supervisor to assist him since warranty expired. He put me on a lengthy hold and came back said sorry about notres but nothing about phone can be done thanks for sending it back in and sorry you will no be getting a replacement. Now how do you think I feel now with square trade ! !!!! Again squre trade famous words well I can have someone call you back within 24 hrs. again many broken promises
Final Business Response /* (4000, 10, 2015/06/10) */
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, 14, 2015/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I continue to get promises of a return call of 24 to 48 hrs . Again I was told that on Monday jun 8th and now now it's 4 days later no call . Each time I call in to process even the camera or notepads they inform me those warranties have expired nothing can be done . Square trade has the worst customer service !

Initial Business Response /* (1000, 5, 2015/10/28) */
We apologize that the consumer had issues with their device. We have reached out to the consumer to resolve their concerns but have yet to receive a response.
Initial Consumer Rebuttal /* (3000, 12, 2015/11/13) */
As an...

update. I was contacted by phone by [redacted] at Square Trade on the Resolution Team. On 04November 2015 We spoke on the phone and she followed up with an e-mail stating Square Trade will refund me the $100 that was taken out of my account without authorization AND refund me the cost of the plan at $99. I was instructed this could take 5 to 10 business days. I did receive a refund of $50 on 04November2015. As of today, 13November2015 I have not been refunded the other $50 OR the $99 for the cost of the plan. I agreed with [redacted] to give a review to indicate a satisfied resolution when those actions were complete. At the time of submission of this comment they have not been completed.
Final Consumer Response /* (2000, 15, 2015/11/17) */
As of today 17November2015, Square Trade has returned the complete total of funds taken from my account. I have e-mailed [redacted] at Square Trade to notify her of the returned money. In addition, [redacted] did explain the refund of the cost of the protection plan would be mailed to me in the form of a check. She has been very receptive to my concerns.

Complaint: [redacted]I am rejecting this response because: I felt as though I was forced into taking a cash pay out. this is something I do not want I want a replacment phone. I have been around and around with this buisness and everything in there brochure is false this has been nothing but a hassel. they say hassel free and this has been more than a hassel I have spent countless hours on the phone transfered back and fourth. the only phone they will offer me is a phone that is 3 to 4 years older than the one I have and am still paying for. The pay out they want to give me isn't going to cover all the charges and fees plus gas and wear a tear on my vehicle to go find a new phone because I live in a rual area with very little around. This buisness has not tried to compensate for any and everything we have been through. I have had to keep my wife's phone from her so I can make phone calls texts and emails to try and get some kind of a resolution. This is not acceptable my wife drives and hour to work and an hour home everyday and delivers mail driving all day so now she is without a phone if and accident or break down happens she has no way to get help. I have been without my phone for about 10 days now also paying for a service I am not able to use. I have paid for the protection plan and the deductible and have yet to receive anything. Buyers Be Ware!!!!! False advertisement!!! By the time I get a new phone ill be without service for a month that I have had to pay for.Sincerely,[redacted]

We are sorry for any delays experienced during the claim process.SquareTrade requires our specialist to attempt troubleshooting first before any action can be taken. Since the troubleshooting has not remedied the issue we have processed a claim for the consumer to repair the unit and a...

shipping label has been sent to the consumers email along with instructions on how to prepare their device.