SquareTrade, Inc.

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, 5, 2014/11/05) */
We are so sorry this consumer had poor experience with her SquareTrade warranty. However, as of 11/4 it appears that the warranty was cancelled and the consumer has been refunded the purchase price of her warranty policy. Since the item...

suffered physical damage, we would not be able reimburse the consumer for the cost of the item as it does not fall within the terms & conditions of this particular policy. We do not offer accidental coverage on used and refurbished items purchased through eBay.

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

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, 5, 2015/01/19) */
We are sorry the consumer had a delay in the payment. We did not have a valid address on file.
We have reprocessed the check and the consumer should be receiving the check by January 28.
The customer is always welcome to speak to a...

supervisor, although many times a supervisor is not immediately available. If one is not available then we will process a request for to have a supervisor contact the consumer. We are emailing the consumer to give them contact information to be able to speak to a supervisor if they still wish to do so.
Initial Consumer Rebuttal /* (3000, 8, 2015/01/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is the same excuse they have had correct addresses for me and phone numbers and emails. I was even told by [redacted] that my address is correct and I even gave them my work address.
Final Business Response /* (4000, 10, 2015/01/27) */
We are sorry for all the delays.
The consumer emailed us that she did finally receive the payment on January 22.
Final Consumer Response /* (2000, 12, 2015/01/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/07/09) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I am sorry for hassle on this case. For security reasons, our claim process does require a signature for delivery of your phone. The typical modern cellphone costs...

upwards of $600, a signature requirement ensures that should anything happen with your phone in-transit, we're able to escalate with the shipping company to compensate you for the device.
If no signature is required and the phone was listed as delivered, but was lost or stolen, we would have no recourse against the shipping company.
But per your insistence, we have redelivered your phone to you with no signature requirement.
Please let us know if you have any other questions or concerns.
Regards,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2014/07/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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]
________________________________________

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, 2015/12/14) */
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, 2015/02/11) */
We are sorry the consumer had an issue with their item.
The claim the consumer filed is a duplicate of a claim filed within the waiting period. The next day the consumer filed a claim with the same issue. This indicates that the item had...

a pre-existing condition.
The consumer however was directed by SquareTrade in an email to take the item in to be repaired and we did commit to reimbursing them for the repair. We will reimburse the consumer for the repair and are in communications with the consumer to inform them of the payment.

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, 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, 8, 2014/10/08) */
We are sorry the customer canceled the warranty by mistake and understand that we all make mistakes. We will reimburse the customer the cost of the unit as if the warranty was active and a claim was filed.
Initial Consumer...

Rebuttal /* (2000, 10, 2014/10/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was contacted by phone on October X XXXXX by square trade I am in the process of getting a check thank you

Initial Business Response /* (1000, 5, 2015/09/15) */
We are sorry the consumer had issues with their device.
We will provide a replacement phone to the consumer when it is available in our inventory. As stated in our Terms and Conditions, "... at Our discretion, We will either:
A. Repair...

Your Product, or;
B. Provide a cash settlement or a Gift Card reflecting the replacement cost of a new product of equal features and functionality up to the Coverage Amount, or;
C. Replace Your Product with a product of like, kind, quality and functionality."
In this consumer's case the phone was not available through the channels we have available to us, so we paid the consumer the replacement cost of the phone. We were mistaken not to payout the consumer the sales tax he paid and we are making arrangements to have that done.
We are addressing the issue of not having a manager available to respond to him when he requested a call from a manager. We are increasing our team that follows up and makes those calls.
Due to the fact that we did not clearly explain to the consumer the options they have and not having set the correct expectations we are refunding the consumer the price of the warranty.
We have contacted the consumer to let them know this is how we plan to proceed.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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, 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.

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 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, 2016/01/05) */
We apologize for the issue the consumer experienced. The consumer has been contacted by a resolution specialist to resolve this matter. We are awaiting the proof of purchase to verify the transaction and move forward with the consumer's...

claim.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As written in my previous report , I have sent three copies of the receipt and was told by an employee that he had seen it. I sent another copy of the receipt on 01/06/2016 and it has yet to show up in my Square Trade account. Nothing has changed from the original complaint except for the fact that I have sent yet another complaint and have not received my warranty. If you need copies of the emails I have sent with the copy of the receipts, please let me know. I will be [redacted] to send my proof in to the Revdex.com.
Final Business Response /* (4000, 9, 2016/01/14) */
The consumer responded by providing a receipt for the purchase of the device but not the purchase of the warranty. At this time we require proof of the warranty in order to move forward with filing a claim.
Final Consumer Response /* (2000, 11, 2016/01/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Sam's Club told me that Square Trade owns my warranty and this is not true. Please remove my complaint against Square Trade. My apologies to Square Trade

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.