SquareTrade, Inc.

Initial Business Response /* (1000, 5, 2015/12/22) */
I apologize for the issue the consumer experienced with their device.
The consumer has been contacted and agreed to the resolution that was offered.
Complaint Response Date bumped because: Holiday

Initial Business Response /* (1000, 5, 2015/02/19) */
We are sorry the consumer had an issue with their device.
We are willing to work with the consumer to resolve the issue however based on the consumer information provided on this complaint we are unable to find the account the consumer....

We will email the consumer at the email given and will follow up with the consumer.
Initial Consumer Rebuttal /* (3000, 7, 2015/02/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No email has been received to provide the account number to the company
Final Business Response /* (4000, 9, 2015/02/26) */
We have tried to email the consumer again.
There is a possibility that our email has been filed under "junk" or "spam" mail. Other wise if the consumer gives us an other email or phone number, even a number listed on any correspondence from us, we will be able to contact them. We are more than willing to work with them to resolve any issues.

Square Trade is a rip-off! You pay for a warranty for three years and after 2.5 years they'll send you a refurbished phone only after you give them a credit card they can charge you for the full price of a new phone if you do not return the old phone completely void of all apps, service and content.
I thought the money I was paying every month for years was a guarantee that if I needed a replacement I would get one, not a refurbished return from another consumer. Definitely, not worth the money I wasted on this company.

Initial Business Response /* (1000, 6, 2015/05/14) */
We are sorry the consumer had issues with their claim.
We have reviewed the claim and have spoken with the consumer to resolve their issues. We are doing a full payout on the warranty and are processing the payment. The consumer agreed...

and these issues have been resolved.
Initial Consumer Rebuttal /* (2000, 9, 2015/05/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I purchased a printer at Staples with the Square Trade Warranty and I will never buy a printer again from Staples if Square Trade is the warranty company. It has been an awful experience. The process took nearly a month and I had to initiate all the calls as no one from Square Trade followed thru. It was always excuses as to why it wasn't processed. I have dealt with many warranty companies before and they have all been great. Don't expect much from Square Trade!

Initial Business Response /* (1000, 5, 2014/07/28) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I apologize that we were unable to send out replacement phones for your claims. Unfortunately, we did not have your particular model in stock. We were even unable to...

order new ones for you. The payout is for the current value of the phone. So we wouldn't be able to reimburse you for more than the $482.99. And as the claims agent advised you, it takes about 10 business days to send to you. You should have the check by now, but if not, please contact us right away and we'll have replacements sent out ASAP.
But due to the delay, I will be more than happy to get you a refund on your warranties. I will have checks cut for the $99 you paid for the warranties sent out to you by end of this week.
Thank you,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/08/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all their agent told me that they have my particular model in stock, so they lied. Only after 1 1/2 week when I called that they told me that they don't have my particular model and that's when they offered me the pay out. No one called me or email me. It took them more than a month to send the check and I have to called twice just for them to cut the check. So much for their zero-hassle claims and next day replacement. they shouldn't not be allowed to use this advertisements if they can't follow through. I should get the full amount of how much I paid for those phones w/c is $699.00. They have the receipt of how much I paid for those phones.
Final Business Response /* (4000, 9, 2014/08/05) */
Hi [redacted],
The check does take about 2 weeks to issue and deliver. You should already have them by now.
And based on their current value, the money sent to you should be enough to replace the phones for you.
That along with the refunds on your warranty makes you completely whole. You should all set at this point.
Regards,
[redacted]
Final Consumer Response /* (4200, 11, 2014/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their response time sucks. It took them more than a month to refund my money. No replacement phone provided to me misleading advertisement. I could go on and on they just have bad business.

Initial Business Response /* (1000, 5, 2014/09/10) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I am sorry for the hassle, but we were waiting on you sending in your invoice before we can process the claim.
So far, we do not have the invoice yet. You can...

certainly send it directly to me at [redacted]@squaretrade.com and I'll forward it to our claims team.
I apologize that this hasn't gone smoothly, but the invoice requirement is something we need for verification purposes.
I look forward to hearing from you.
Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't get why you're lying about not getting my invoice, I have faxed and emailed the receipt and Square trade sent me a confirmation email on Aug 23, 2014 that they have received it. It also took you 2 weeks to respond, just shows how bad your company's service is.
Here's a copy of the email I received:
Don't miss out on important warranty emails. Add [redacted]@squaretrade.com to your address book.
SquareTrade ITEM: Other Electronic
PLAN ID: XXXXXXXXXXXX
Dear [redacted],
Congrats! You've successfully submitted your receipt. We'll keep track of it from now on, which means you'll never have to worry about digging through shoeboxes to find it.
If you have questions, give us a call anytime at 1-877-WARRANTY (XXX-XXX-XXXX).
Thanks so much,
The SquareTrade Team

Initial Business Response /* (1000, 5, 2015/05/26) */
We are sorry the consumer had issues with their device.
In this case SqureTrade is completely at fault for directing the consumer to do an incorrect thing. The Manufacturer warranty was not in place based on where the consumer had...

purchased the device.
We are going to payout the customer the full value of the warranty and based on the inconvenience the consumer faced we will also refund the warrant price.
We have contacted the consumer to let them know what we intend to do.

Initial Business Response /* (1000, 5, 2015/12/28) */
We apologize for the issue the consumer experienced with their device. We have reached out to the consumer and confirmed the reimbursement check was received on 12/28/2015.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/11)...

*/
(The consumer indicated he/she ACCEPTED the response from the business.)
3 hours after Revdex.com said they would look into this the company sent me an email and made good. thank you.

Initial Business Response /* (1000, 8, 2014/10/08) */
We are sorry the customer had issues with the tablet. We normally would have just paid the customer the full price they paid for the item on the first claim based on the price of the item. In this case we decided to pay the customer the...

remaining value of the item, as is stated in our Terms and Conditions as the process we will follow and we will reimburse the customer additionally so they get a full reimbursement, as if this was the first claim.
Initial Consumer Rebuttal /* (2000, 10, 2014/10/17) */
The matter has been taken care of in a satisfactory manner. Thank-you very much for your help.

Initial Business Response /* (1000, 8, 2014/10/01) */
We are sorry the customer had a bad experience however the issues that the customer has noted are issues that are spelled out in the terms and conditions of the contract. - Coverage amount is the purchase price of the item.
The repair...

depot creates the repair invoice. We have no control over what information they include. We are not informed of the repair cost until well after the repair is done.
Although the warranty purchase has a coverage range of $829 as is stated in the terms and conditions we can only cover up to the purchase price of the item.
We have made an exception in this case and are allowing one more additional claim on this warranty.
Initial Consumer Rebuttal /* (2000, 10, 2014/10/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you, I have sent in the device for repair and now awaiting reimbursement after submitting the invoice repair receipt back to square trade.

Initial Business Response /* (1000, 8, 2014/08/28) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I am so sorry for the delay on this claim. Let me check into the refund on your phone. I see we did send out the remaining amount, but I'll make sure you're fully...

covered. Please give me a day or so to clarify with accounting and I'll get any remaining amount sent out to you.
Thank you,
[redacted]
Initial Consumer Rebuttal /* (2000, 10, 2014/08/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
All I wanted was my full refund for my out of pocket expense. When I recieved it from the Square Trade there will be no need to continue on . I did recieved a call from the company stated I would be receiving full refund for out of pocket expense. Thank you

Initial Business Response /* (1000, 5, 2015/09/24) */
We are sorry the consumer had issues with receiving their reimbursement.
For some reason our system did not process the payment properly. This caused the delay in the consumer receiving their reimbursement. We reprocessed the payment and...

it was processed and is being shipped to consumer. They should receive the reimbursement by September 28.
Due to the delay and poor response the consumer experienced we are also refunding them the cost of the warranty.
We have contacted the consumer and they are aware of these payments.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/06/03) */
We are sorry the consumer had issues with their device.
When an item is repaired we have a 30-day guarantee of the work done. If the issue returns after 30 days we would file a new claim. It is unclear when the issue started based on the...

complaint but according to our records the warranty expired after 30 from the time of the last repair and would fall outside of the repair's warranty.
After speaking to the consumer it seems the issues started happening before the end of the warranty period. Due to the lack of response the consumer experienced we will make an exception and reimburse the consumer the price he paid for the device.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
One thing to clear up square trade was told of same issue mulitple times-- never was fixed,, always went back to doing same issue- same issue each time. They were are of this when called multiple times over 2 years. They were asked me to take to repair place in town, also sent in to them twice - so three times it was never ever fixed properly over teo years- not to mention the calls I made to them in additiuon to those sending in for repair.. ITEM NEVER WAS FIXED from this issue from the first time I addressed with them and had 3 repair attempts over 2 years.!!

Initial Business Response /* (1000, 5, 2015/12/14) */
We apologize for the issue the consumer experienced. Our records indicate that the purchase was initiated on a reseller's website. The consumer's refund was initiated on 12/8/15 and the funds should be returned in 7-10 business...

days.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received the refund check as of today from the company nor have I been assured that my credit card and personal information has been removed from this company's database.
Final Business Response /* (4000, 9, 2015/12/16) */
The purchase of the warranty was not done on the SquareTrade website it was through a separate reseller. We do not have access to the consumer's credit card information but we have removed her mailing address, phone number and email address from our database. The consumer's refund was initiated on 12/8/15 and the funds should be returned in 7-10 business days.
Final Consumer Response /* (4200, 11, 2015/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am still receiving emails from Square Trade to my work email address. I want COMPLETELY removed from their database. I want ALL personal information REMOVED from their database

Initial Business Response /* (1000, 5, 2015/03/19) */
We are sorry the consumer has not received the Gift card.
According to our records the gift card code was emailed to the consumer's email address. The email that the customer would receive would not be sent from SquareTrade. It would be...

sent by the retailer.
Spoke to the consumer and they did finally get the code. We have no idea why there was a delay in the emailing of the code.
Initial Consumer Rebuttal /* (2000, 7, 2015/03/19) */
Yes, the company resolved my case after I told them I contacted the Revdex.com.
[redacted]
________________________________________

I opened a claim to replace my completely destroyed phone on 06/08/16. It is now 06/20/16, almost 2 weeks later and no phone. There was a problem with the color. My phones color is no longer being made. So they tried to CALL me to ask me what I wanted to do next. So yes, a company that specializes in replacing broken phones tries to CALL me on that broken phone to resolve the issue... I had to email my husband in another state to call them for me and rase hell. Finally they sent a replacement just for UPS to lose the package. Still don't have my phone.

I purchased a laptop computer a little over a year ago and needed to have it repaired. I bought a 3-year protection plan for the computer from Square Trade. When I called in to make a claim, I was told they would not honor the plan because I purchased the computer from one vendor but purchased my Square Trade protection plan from [redacted]. I have used Square Trade for YEARS and never heard of this practice before. Very disappointed. They have lost a loyal customer since I have used them for every electronic device in my home for years. won't ever use them again.

I think the customer service is poor, hung up on me, wouldn t let me talk with a supervisor, not listening, inept, asking me to do numerous steps before filing a claim. Took 3 hrs of my time.

Initial Business Response /* (1000, 5, 2014/08/22) */
Hi [redacted],
I am [redacted], the Resolution Manager that you spoke with.
I am sorry this is still an continuing issue. I'll reach out to you and verify your address and overnight a replacement check to you, if necessary.
Thank...

you,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] never reached out to me. His colleague [redacted], whom I have dealt with for most of this dilemma, did call me to see if I had received the check. When I explained to [redacted] that I had still not received it he asked me for a new address and promised that a check would be sent to me overnight FedEx. A week an a half passed and I still never received the check (nor was a tracking number provided), so I called [redacted] back at his direct extension to get an update. He explained there was an issue with their accounting department and the check was never sent. He said he would look into it and get back in touch with me. He never got back in touch with me.
Final Consumer Response /* (2000, 10, 2014/09/08) */
I received the requested payment from the company on 9/8/14. This dispute has been resolved. It did, however, take the company over 3 months to correct their error. I am also not confident this would have received the necessary attention without filing a Revdex.com dispute.