SquareTrade, Inc.

Initial Business Response /* (1000, 5, 2015/11/30) */
We apologize the consumer experienced issues with their device.
The pictures sent by the consumer shows the television screen has a spider web crack indicating a point of impact and confirming the television was physically...

damaged.
As stated in 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 has been advised to contact the reseller to cancel and get a pro-rated refund.

We are sorry for any issues the consumer had with their device. The consumers original device was no longer available through their carrier for replacement.   After the consumers device was deemed irreparable by a local repair facility their claim was moved to reimbursement....

 Due to the consumers device no longer being available an email was sent on [redacted] stating the customer would receive $[redacted] for the price of an upgrade [redacted].   A second system generated email went out stating a price of $[redacted] which was actually the consumers warranty cap not item price. Currently, we are not able to reimburse the consumer anything further as the replacement cost of an [redacted] is $[redacted].  Also, the proof of purchase information sent over by the re-seller indicates a purchase price of $[redacted]

Initial Business Response /* (1000, 5, 2014/07/17) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I'll pull your call with Sean and will review it with his manager to provide corrective actions. I apologize for your experience with this.
As for your tablet, our...

general resolution with regards your particular item is to send it to one of our repair depots for repair, we do not replace items if they fail.. If the unit is determined to be unrepairable, we will provide you with a full reimbursement of the purchase price.
Please have the tablet sent in using the pre-paid shipping we've provided and we'll get it repaired as soon as possible.
Thank you,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/07/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have never recived a shiping label for it so I can not send it anywhere. Every other time I've called they've just sent me a gift card for the reimbursement of the item. That works much better than this hassl.
Final Business Response /* (4000, 9, 2014/07/21) */
Hi [redacted],
I'll request another label to be sent out to you. I apologize for the hassle, but we have different resolutions for different devices.
I'll get this expedited to you right away.
Regards,
[redacted]

Final Consumer Response /* (2000, 6, 2014/07/07) */
Matter resolved, received check #XXXXXX dated 6/23/2014 postmarked 6/24/14. I don't understand why this company offers you a choice of Paypal and then ignores your choice. I also do not understand why representative [redacted] could not just tell...

me they had mailed me a check when I spoke with him on 6/25/14.

Initial Business Response /* (1000, 5, 2014/07/07) */
Hi [redacted],
I am [redacted], the Resolution Manager here at SquareTrade.
I am sorry for the delay on your claim. Unfortunately, we did not have your particular phone in inventory when you called us, so the option of having it exchanged...

overnight was not possible.
I do see that we've since changed to resolution so you can have it repaired locally and have SquareTrade reimburse you for the repairs. Looks like we have your invoice for repair and are processing the reimbursement right now.
I've refunded you the $50 as a courtesy due to the hassle our lack of inventory caused you. You should see this credited back to your credit card account in about 3 days.
Please let me know if I can be of further service.
Regards,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2014/07/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Square Trade processed my claim speedily once I took a more active approach to resolving the situation. The initial lack of communication/respect for my time was regrettable, but I do appreciate the firm's speedy interest in setting things right.

Initial Business Response /* (1000, 5, 2015/02/26) */
We are sorry the consumer is having these issues with payment. The claim was approved three months ago and there have been delays in payments.
Our records show that the most recent payment was sent on February 17. We are in contact with...

the consumer to make sure the check has been received. If the check has not been received we will ship the check so we can have a tracking number and find the shipment if lost. We are also going to reimburse the consumer the warranty [redacted] due to the fact that is has taken so long for them to receive the payment.

complaint: [redacted]I am rejecting this response because:
I still have not received promised payment and I don't trust anyone at this company any further than I can throw them. Claim will be accepted if/when squaretrade follows through with anything they have promised 
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: it still does not meet the Terms of their agreement. They are speaking out both sides of their mouth. They say that the damage was due to handling. However, they tell you that they aren't responsible for "damage resulting from any cause other than normal use and operation of the product in accordance with the manufacturer’s specifications and owner’s manual," That is what a carrying handle is used for. What was I supposed to do? Carry the vaccuum in a way that is not supposed to be done? 
They say wear and tear does not cover parts. What does wear and tear cover? What is there left if "parts" are not covered?
Squaretrade is making extremely weak arguments and failing to abide by their own Terms of the warranty, claiming that I should not have been using a carrying handle when trying to move the vaccuum, which would have then violated their other Terms saying that I need to abide by the specifications in the owner's manual. 
The other item they say they cover are defects in materials and workmanship. What is a broken piece such as a carry handle? Sure seems like a defect in the material used to construct the handle to me.
Sincerely,[redacted]

Initial Business Response /* (1000, 8, 2014/03/06) */
Hi [redacted],
I am [redacted] the resolution manager at SquareTrade. I am so sorry for the delay in this.
I just checked in with our accounting department they confirm that the refund fr your warranty was processed and should be in...

your PayPal account by now.
Please check your paypal account and let me know at [redacted]@squaretrade.com, if you don't see it still.
Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 10, 2014/03/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again they are promising that the $40 is in our paypal account, but once again it isn't there. Once again I have contacted the email address they provided for further contact, and once again I get no response from them. I want them to follow through on their empty promises. I want them to call me on the phone number on my account and stay on the phone with me until the paypal money has ACTUALLY been transferred instead of another empty promise. I am sick of them wasting my time and lying over and over again. I have multiple warranties with them, and they don't seem to care since all they do is lie. They created this whole mess, and they are not following through on their end of the deal!

Initial Business Response /* (1000, 5, 2015/12/02) */
We apologize the consumer experienced issues with their device. The consumer's check is being processed and should be received within 7-10 business days. We have contacted the consumer and he is aware of the resolution.

my first experience with squaretrade was great but this last time was terrible I need a battery for my phone ok no problem right. well they said it should be here in 2 business days a week later I call spend an hour on hold and they say they don't know what happened must have been held up by storms. which is total bs since I was told its getting shipped from California to Washington. so they say they will ship another one. still have not got it so I call again another hour on hold the guy was rude and said I should got buy one and they will refund me for the purchase ok sounds good except im 40 miles each way from the closest place to buy one so he said I guess we cant help you. so here I am 3 weeks later still with no phone because the battery is bad very dissapointing

Initial Business Response /* (1000, 5, 2015/09/16) */
We are sorry the consumer had issues with their device.
As part of our service to the consumer we do offer a replacement TV with the features that match the specifications of the TV being replaced. We then email the consumer with the...

model of the TV we are offering and the features of the TV. Many consumers find this to be a convenience as they will not have to "shop around" for a replacement. Of course if the consumer does not find the TV replacement as a viable replacement we will proceed with a payout.
Due to the poor experience the consumer had and the delay in the processing of the repair we are also processing the consumer a refund of the warranty price.

Initial Business Response /* (1000, 8, 2015/03/31) */
We are sorry the consumer had issues with the repair of his unit.
On March 17 the unit was deemed unrepairable and a check was processed. The consumer should receive the check by April 2. SquareTrade carries a 5 day repair guarantee...

which states if the item is in the repair facility for more than 5 business days we will refund the warranty price. In this case the device was in for repair for much more than the 5 business days. For that reason we will be refunding the consumer what he paid for the warranty as well.

Initial Business Response /* (1000, 9, 2016/03/01) */
We apologize for the issue the consumer experienced with their device at this time we no longer offer coverage on drone units & the consumer was informed of this however we will make an exception to payout the consumer. The check is being...

processed & the consumer will receive a confirmation when it has been sent.
Initial Consumer Rebuttal /* (2000, 11, 2016/03/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)

We are sorry for any issues the consumer had with their device.  When a consumer sends in an item for repair we allow an additional 30 day rework period incase there are any furhter issues that need to be adressed.  In the event the consumer's warranty ends after a repair our...

rework policy would still continue after the end date.  The consumers warranty has expired and is not eligible for any rework attempts.  At this point in time, SquareTrade would not be able to cover the consumers device.

We are sorry for any issues the consumer had with their device.
sans-serif; COLOR: rgb(34,34,34)">When Squaretrade does not have phones in stock to send to consumers, the next recourse would be to offer a repair option or in this case, reimbursement for the failing device.
Currently, we do not have the consumers phone in stock. Since the original carrier of the warrantied device has the phone available, we wouldn't be able to provide additional reimbursement for a device through an alternate service provider. As it stands, Squaretrade can only offer the original reimbursement option to the consumer.

My warranty contract states (Terms and Condition), (Service Agreement). In this service contract, I would receive incredible service that includes in home service for large items and no "like model" replacement. The service covers 100% of parts and labor, with no deductibles. And if item cant be...

repaired, the full item price will be paid out to me. Square Trade replace the LG TV for a lesser value LG TV, the quality of the TV is not high quality, and does not have the specification or features of my warranty TV that I purchased. 
How can this be resolve, I would like a new replace TV, not refurbished, no like model as it states in warranty (Service Agreement), but a new LG TV with the same value, and high quality features and specification as the one I purchased, or full item price paid out to me, as it states in the warranty (Service Agreement).

Initial Business Response /* (1000, 5, 2015/05/07) */
We are sorry the consumer had delays in receiving his TV.
Due to this delay we decided to pay the consumer what they paid for the TV so they can purchase a replacement TV.
We have contacted the customer to make them aware of the...

payment.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
SquareTrade did not contact me, I called them for status. What makes matters worse is the television I purchased cost $1000.00. So I purchased an additional 3 year extended warranty from Sq.Tr. The Television they offered to replace the original with is valued at $550 (Vizio E50-C1
Television Specs: 50" Screen 1080p 120 Hz Smart TV 3 HDMI ports). After calling for the final time, I was mailed a check for $899.99.
Please close this claim.
Final Business Response /* (4000, 9, 2015/05/19) */
We are sorry for what the consumer experienced and are relieved that they want to close this complaint.

We are sorry for any issues the consumer had with their device. Before a technician can be sent out to the consumer's home for repairs, trouble shooting their device over the phone is necessary, to diagnose their issue.  Once trouble shooting is completed, parts can be ordered...

and a technician can be scheduled to install required parts. We have reached out to the customer again on [redacted] and left a voice mail, advising to contact us to trouble shoot their device.

Initial Business Response /* (1000, 5, 2015/10/13) */
We are sorry 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 & the consumer was unable to remove...

their personal information to send the device in for exchange. As an alternative option the consumer was advised to get the device repaired at an authorized local retailer.
Due to a long wait the consumer decided to not get the device serviced & cancelled the warranty. We cancelled and refunded the consumer for the warranty.

To resolve this case we made a one time exception and will reimburse the consumer for the retail price of the device.
We contacted the customer and he is aware of the solution.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We received a check and are satisfied with the results of the claim. If this would had been handled the right way from the beginning we would have stayed with Square Trade, thanks Revdex.com, [redacted]