SquareTrade, Inc.

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]

Initial Business Response /* (1000, 5, 2015/06/30) */
We are sorry the consumer had issues with their device.
According to our records we arranged for a local technician to work on their device. They were not able to contact the consumer. For that reason we closed the original claim. When...

the claim was filed again the system incorrectly did not process the claim due to missing information. In fact the information was not needed. As the warranty has expired we are going to make a one-time exception and have the consumer paid out for the price of his device.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for making things correct and when I spoke to a representative on the phone they agreed there was no excuse for this and for me that means a lot. Square Trade has agreed to send me a check within 2 weeks that will cover the claim. I think that this is a rare issue with Square Trade and they have shown that they do care about the customer.

Initial Business Response /* (1000, 5, 2015/06/18) */
We are sorry the consumer had an issue with the repair process. The facility repaired the laptop and returned it back to the consumer. Due to the frustration and delay, we refunded the warranty price in full.

Contacted square trade about my Visio TV and got connected with a young man Named [redacted] who I felt was immediately on my side. We went through a few minor troubleshooting steps which led us to requesting a technician to verify the issue. [redacted] offered me two separate warranty sites, one in Pittsburgh the other Uniontown, I selected the latter. [redacted] submitted the work request and a day later Tonys TV called and was there before 11. Took about 10 minutes for the tech to said my TV was in deed bad and the warranty would most likely be a replacement tv or the cost of the original, depending upon the cost of repair parts,
Within two days I received an e-mail in regard to my TV which stated there were no available TV's and they would send the cost of the original TV set. I was like WOW your kidding me. Long story short I will continue to get warranties on all my
electronic purchases.
I've had a truly great experience with square trade and my hat's off too [redacted] who guided me through the process.

Respectfully
[redacted]

We are sorry for any issues the consumer had with their device. The consumer purchased our standard warranty that does not cover any accidental damage from handling.  Our standard protection plan covers mechanical and electrical failures that occur during normal use. Examples include...

hard drive failures, stuck cell phone keypads, and digital camera sensor failures.  Since the consumer's device has physical damage we would not be able to cover the item.

Initial Business Response /* (1000, 5, 2015/11/18) */
We apologize the consumer had issues with their device.
The consumer's device experienced additional damage prior to being sent to the repair center. Due to the consumer not indicated additional damage was sustained caused the audit to...

fail. We are in the process of rectifying this issue and will contact the consumer again to move forward.

Initial Business Response /* (1000, 5, 2015/11/13) */
We apologize that the consumer experienced issues with their device.
Our records indicate your complaint has been resolved by a Resolution Team specialist.
The check has been processed and sent the the consumer.
Initial...

Consumer Rebuttal /* (3000, 7, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have yet to receive all my monies refunded, even thou I had to speak and email the resolution representative (which the only way I could find an number for the American Home office was via a Yelp Review) numerous times I just want all of my money back so I can be done with the customer service nightmare. This has been going on since November 9,2015 and today is 11/18/15 I have done everything I was suppose to do, this company is just terrible in resolving their issues.
Final Business Response /* (4000, 15, 2015/12/07) */
Squaretrade Accounting team confirmed the consumer was paid out on November 23rd. The consumer has been emailed the transaction number & confirmation of the payout.
Final Consumer Response /* (4200, 17, 2015/12/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have never received an email with a transaction code or a reply about this Revdex.com Complaint from SquareTrade.

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, 2015/12/17) */
We apologize for the issue the consumer experienced. Our Assurance team determined that the item was misrepresented. Based on the Terms & Conditions we do not cover items that are fraudulently described or misrepresented.
The consumer's...

warranty has been cancelled & refunded.

Initial Business Response /* (1000, 5, 2014/10/01) */
We are sorry the customer had this kind of experience with SquareTrade. Upon review we discovered that the customer was correct. We reimbursed the customer the warranty price as well as the price of the covered item.

Initial Business Response /* (1000, 5, 2014/03/07) */
Hi [redacted],
I am [redacted] the resolution manager at SquareTrade.
I am so sorry for the hassle on this case. We have multiple options we can offer on claims, so I will look into what happened during your claim and make sure the...

agents are aware of the various ways we can complete a customer's claim.
From our notes here, I do see that we've ordered a new phone and had it delivered to you. You should be all set once you have the phone activated with your service provider.
If you have any other questions or concerns after this, please do not hesitate to contact me directly for assisstance.
Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/03/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes ordered me a new unlocked phone, that doesnt work with my company. Waiting another week to get another new phone. Im so sick of this all I want is to never deal with you people ever again.. your the worst service, the most un educated group of people ever. I was told by a manager my phone wouod be here monday and it never showed up. I called them and they say we never said that when my mom, and the call being "recorded" know that he said monday. So now a week later I find out this phone they sent me is the wrong one, great more waiting everytime I get more lies more hassle and more problems. Let alon my 125 dollars in refund still hasnt showed up. Wheres that jon!? Also I wan copies of every phone call I made so I can use them in my case. I will not stop until I am fully satisfied. Screwing up 4 times in a row, is not the best cystomer service. Paying me my money back isnt fixing my problem. I paod my money, how come you cant hold up your end! I hope my ohon showsup today jon. You specifically told me the new new phone will be here today, 3/10. Ill be home. Oh yea also this has been going on sense 2/19 when my claim was first processed. But also started months before that when they lie and say they cant get me my phone. Like okay. Yet at&t has my phone. Okay. Should of never gotten your warranty , simply becayse ive been ripped off sense day 1. Do not ordertheur warranty ever. They cant hold up their end of the deal, offer you [redacted] phones in return , have rude employees who hang up on you, have managers who get so mad that they cant do anything right so they yell back. Horrible service horrible people . I will never say you made it right. I hate squaretrade.
I also have copies of the reciept saying the phone is unlocked. Lol. Why would you send an at&t customer an unlocked phone. I have at&t right now. Isnt unlocking a phone against company policy for any company? Why would you send me an unlocked phone then. Hmmmmmm.
I also just today as we are on the phone m writing this he is telling me that jon lied when he said my new new phone the new none unlocked at&t phone , he specifically told me [redacted] I have processed your claim your phone will be their monday, now this is the 2nd time ive been told false information, and ill have to miss another days work to stay bome to get the phone, whenever that is. After me and my mom had already had to stay home seperate days and ot never showed up. This is REDICULOUS
Final Business Response /* (4000, 11, 2014/03/11) */
Hi [redacted],
As I've explained, we made a mistake ordering an unlocked phone for you. We did not unlock it, but phone manufacturers do produce unlocked units that can be sold to different service providers.
Unfortunately, the phone that was ordered for you did not have access to the same data service provided by your carrier. The current one we've ordered you should be fine. According to the tracking number for this new replacement, it should have been delivered already: 1ZW0YXXXXXXXXXXXXX.
Please let me know if you have any further issues with this.
As for your refunds, I spoke with you on Friday, 3/6/2014, and processed those refunds then. It usually takes a few business days for this to happen, so you probably would be seeing this tomorrow or Thursday of this week.
Again, I am so sorry for the hassle in all of this, but the new phone should fix the issue at this point.
Regards,
[redacted]
Final Consumer Response /* (4200, 13, 2014/03/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As long as the money comes ill be fine. The new none unlocked phone came. Im shipping out the others today. Ill say yes when the money shows up. Otherwise im still unsatisfied.

Initial Business Response /* (1000, 8, 2014/06/30) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I apologize for the delay on this. I've sent you an email last week with some resolutions, but have not heard from you. Please check your spam folder if you haven't...

don't see my email. I'll resend it today and will attemtp to give you a call too, though I understand that calling you currently might not be convenient for you.
Please call or email me and I'll assist you with this. You can call me at XXX-XXX-XXXX [redacted] or email me at [redacted]@squaretrade.com.
Thank you,
[redacted]
Initial Consumer Rebuttal /* (3000, 10, 2014/07/02) */
Hello [redacted],
My insurance company did make an offer to me last week which I told them I would accept. However, this was early last week and I've yet to hear back from them as to when I will receive my compensation. They did refund me my original $49 from my initial claim. I was told a check was being mailed in the amount of $100 which was my initial set up fee. They did say 7-10 business days so I'm not too worried that I haven't received that yet. They also agreed to either replace my phone or send me $599 towards the purchase of a new cell phone. If I accepted the money it would void my contract with them. I accepted the money, because while I appreciate the effort to make good, I'm still skeptical staying with the company and letting them send me a phone. I emailed them back saying I would accept the $599 payment and to let me know any info about it as well as if they needed any additional information from me. I also said I would send them back their defective phone upon me getting a new phone. After that email last week I've yet to hear back as to when I can expect my money. Maybe they've sent it out and didn't tell me, maybe they're in no rush to get it out, I don't know. But I did want to inform you that they made an offer which I accepted. Just waiting on confirmation on their end. Hopefully it is within the next couple of days. Otherwise I will be letting you guys know. Thanks!
Have a great day,
[redacted]
Final Business Response /* (4000, 12, 2014/07/03) */
Hi [redacted],
Got it.
I just got you set up for the reimbursement. Let me know if you need anything else.
Regards,
[redacted]

We are sorry for any delays experienced while resolving this matter.Unfortunately, the check has already been sent to the consumer and we would be unable to expedite. A confirmation was also sent to the consumer verifying the address where the check was being sent on 10/11/16.

Initial Business Response /* (1000, 5, 2015/08/12) */
We are sorry the consumer had delays in the repair of their device.
Our repair depot posts repair updates in our database. Specialist are trained to look closely at these updates before any information is given to the consumer. The first...

specialist was incorrect and interpreted the estimated arrival date of the part needed as the repair date.
We are addressing the issues we are having with responding to consumers in an appropriate amount of time as well as training specialist to keep their commitments to reply to the consumers.
We are going to payout the consumer for this claim. They have already been refunded the price of the warranty.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Once the claims specialist got in touch with me he was very thorough in answering all my questions. He acknowledged and discussed some gaps in training and assured me that they are trying to improve customer service.
I have been refunded the price of the warranty and I have received the payout for the maximum coverage amount. The payment was promptly received. I am satisfied with this outcome.
I just hope that specialist training improves so that customers do not have to wait to the point of extreme frustration for some type of resolution. This resolution would have happened sooner if staff were better trained and more receptive to customer's comments so that they can better address the issue instead of just saying "no that is not an option". It would have saved so much time and frustration for both me (customer) and the company.

Initial Business Response /* (1000, 5, 2014/11/11) */
We are sorry the customer had issues with their laptop. As per our Terms and Conditions if the unit fails for the same reason within 90 days we will attempt a repair or offer a full refund. The consumer reported the issue beyond the 90...

days. We are, however, willing to make an exception for the consumer in this case and will contact them to arrange for an appropriate payout.

Initial Business Response /* (4000, 8, 2014/10/23) */
We are sorry the consumer had this failure on their device. When proceeding with the repair our technicians could see the liquid indicators on the device showed liquid exposure. The Terms and Conditions of the warranty show that accidents...

are not covered. For that reason the claim was denied.
We are trying to work to the customer to see if we can come up with a better solution for them.
Initial Consumer Rebuttal /* (3000, 11, 2014/10/23) */
Squaretrade is offering me a refund. I would like to close the case pending my receipt of the check. Thank you, [redacted]
Final Business Response /* (4000, 13, 2014/10/30) */
We have processed a check in the amount of the purchase. As per the consumer's response they will close the case pending the receipt of the payment. They should receive the check by November 7.
Final Consumer Response /* (2000, 15, 2014/11/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Revdex.com:
 
everything looks the same as when I submitted.  Not sure of what my part is here by accepting, nothing has changed.I have reviewed the response made by the business in reference to ContextualSpelling" id=7 data-gr-id="7">complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/01/29) */
We are sorry the consumer had an issue with our repair.
As per our Terms and Conditions if an item fails within 30 days of a repair we will repair it at no additional cost to the warranty. The second claim was placed after the 30 period...

and was processed as a new claim. The maximum we can spend on repairing an item over the course of the warranty is the purchase price of the item. With every claim we have to reduce the warranty value by the amount of the repair. In this case the last repair left no funds in the warranty.
Due to the circumstances of this claim we are in contact with the customer to find an appropriate resolution.
Initial Consumer Rebuttal /* (2000, 7, 2015/02/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Square Trade provided a reimbursement due to the uniqueness of the situation. I don't fault Square Trade for the failure to repair the laptop, but rather the manufacture's design. I will continue to purchase warranties through Square Trade for my high value electronic items.

Initial Business Response /* (1000, 5, 2015/09/16) */
We are sorry the consumer had issues with their chair.
Although the consumer followed the process to have a claim filed it was not completed properly by SquareTrade. We are processing the claim and pushing it to payout.
We have...

contacted the consumer to let them know we will process the claim and we just need to know which method of payment they would like to receive the reimbursement.

Initial Business Response /* (1000, 5, 2015/08/07) */
We are sorry the consumer had issues with their device.
In terms of the blacklisted phones being shipped to the consumer we are addressing the issue with our supplier so that we don't have useless phones shipped to our customers. We do...

not have access to the carrier database so we cannot access the information the carrier has. Although the consumer was told the phone was "stolen" it could have been a number of circumstances that would put the phone on a blacklist. We are working with our provider and the carrier to see is we can find out if the carrier has blacklisted a phone before we send it to our customers.
There was a delay in our accounting department and we are processing the payment by sending it overnight. The consumer should receive the check by 7/10.
We have spoken to the consumer to let them know how we are sending these funds.
We have refunded the deductible to the customer and as a courtesy for the delays they experienced we also refunded the warranty.