SquareTrade, Inc.

Initial Business Response /* (1000, 5, 2015/08/05) */
We are sorry the consumer had issues with their device.
We do not have warranties that protect against accidental damage on certain devices. Most of them are devices that are not portable. An oven is not considered portable so this...

warranty would not have accidental damage. In any case we would not approve a claim if damage is purposely done. For these reasons there was a delay in the processing of this claim.
Our specialist handled the claim improperly, most likely due to misunderstanding. We are addressing this in our training. The technician never said the damage was done on purpose. To further show that the consumer's report of the issue was due to a manufacturing defect the lock on the oven door (the one that engages when the oven is in self-cleaning mode) is still engaged.
We have approved the payout of this claim and the refund of the warranty due to the poor customer service the consumer experienced.
We have contacted the consumer to let them know of the payout.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have "approved" payout and I was promised a refund for my original warranty, but the only problem is that I have not received the money yet. I called again days ago and was promised a call back, but have yet to receive it. It seems this company is making promises it can not keep. It has been 2 weeks. The sad part is thus company has potential to be a great company if they would just do as they say they will do, but that seems to be a problem.
Final Business Response /* (4000, 9, 2015/08/24) */
Spoke to the consumer and they received the payment on 8/21
Final Consumer Response /* (2000, 11, 2015/08/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company did give me 2 checks. I just hate the fact that it took a month to get resolved. I would buy another warranty with this company but I would take good notes.

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.

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.

Initial Business Response /* (1000, 5, 2015/07/27) */
We are sorry the consumer had issue with their phone.
We don't know why there was a delay in the shipment. The tracking number shows that it was shipped on 7/16 after the claim was refiled. As of today the unit has been repaired and...

returned to the consumer.

Complaint: [redacted]I am rejecting this response because: Square trade was dishonest, and the contract was breach. On the service agreement its states, IF THE ITEM CAN'T BE REPAIRED, THE FULL ITEM PRICE WILL BE PAID OUT TO YOU. "NO LIKE MODEL" REPLACEMENT. SQUARETRADE, replace my LG TV with a lower value, and lesser quality. I paid [redacted] for my LG TV, and they replaced it with a LG TV that cost $[redacted], with no quality. Once again, SQUARETRADE warranty stated, The value of the TV and quality of the TV has to be the same QUALITY. The LG TV I purchased was high quality. I would never agree to replace a TV that was not high quality as the one I purchased.  ITS NOT FAIR, THAT THIS COMPANY HAS RIPPED OFF ME AND SO MANY OTHERS CONSUMERS.   I will send the full detail of specification of the LG that I purchased, and also the lesser quality that SQUARETRADE replace. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/05/13) */
We are sorry the consumer had issues with their device.
As per our repair guarantee, if a device is not repaired within 5 business days we will reimburse the consumer the price of the warranty. The repair exceeded the 5 days and we have...

reimbursed the consumer the price of the warranty.
The other area the consumer was concerned with is the lack of updates in regard to their claim. We are looking to improve the communications with the consumers that have a device in for repair. Currently we only inform the consumer when we receive the unit, when we start repair and when we send the unit back from repair. Any updates in regards to delays because of parts availability are not automatic and do require the consumer to contact us. In this case not only did the glass need to be replaced but the touchscreen digitizer as well. The ordering and getting the proper part contributed to the delay. We are hoping to change this for the consumer.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted] from the Resolution team of SquareTrade contacted me and kept me informed until the issue was resolved. The tablet was finally repaired, and I received it on May 11. I'm pleased with the repair job. They apologized for the delay in repair and lack of communications during this process, and also they did a full refund of the protection plan because the repair exceeded their 5 day guarantee.

Initial Business Response /* (1000, 5, 2015/05/07) */
We are sorry the consumer was not able to purchase a warranty.
As per our Terms and Conditions we can only sell warranties for items purchased within 30 days of when the item was purchased. Unfortunately there is nothing we can offer...

the consumer for the purchase of the warranty. As a warranty was not purchased there was nothing to be honored.
We have addressed the logging of calls to our specialists as this is a training issue that has been addressed.
Our Specialists are trained to log all calls so that we can document when a consumer calls and when. In this case our Specialists did not do so and there are no logs for calls the consumer made.
We have communicated with this consumer to find a resolution that is agreeable, although not a complete payout, to them.

Initial Business Response /* (1000, 5, 2015/12/28) */
We apologize for the issue the consumer experienced. Our records indicate this complaint is currently being resolved by an resolution specialist. The consumer has been contacted and will reach out to us if there are any additional...

concerns.

I love Square Trade! I have now just registered my third appliance with them. My last appliance failed, and I had my reimbursement in hand within three business days! They were easy to work with, friendly and I wouldn't use any other company. I know I sound like an advertisement, but they really were super to work with. I'm a very satisfied customer.

Initial Business Response /* (1000, 5, 2014/12/10) */
We are sorry the consumer experienced the delay in service. We have contacted the consumer and have resolved the claim to their satisfaction.
Initial Consumer Rebuttal /* (2000, 7, 2014/12/15) */
(The consumer indicated he/she...

ACCEPTED the response from the business.)
The company took care of me after the delay.

Initial Business Response /* (1000, 5, 2015/05/26) */
We are sorry the consumer had issues with their device.
We do offer a refund if the device is not repaired within the 5 day guarantee. The refund is for the price of the warranty, not the item being repaired.
In this case the consumer...

was reimbursed the full price of the value of the unit plus an additional amount to cover the cost to cover the higher price replacement unit the manufacturer provided because the original unit had failed under the manufacturer's warranty.
As per our Guarantee the consumer is entitled to a refund of the warranty as well. We will be sending a check to the consumer in the amount of the warranty price. They should receive the check in 7 - 10 business days.
We have emailed the consumer to let them know that they will receive a refund.

Initial Business Response /* (1000, 5, 2014/07/30) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I am sorry for the confusion. But the Buy Back program is not the same as our warranty protection. It is a special feature that we offer along with our protection as...

an extra service.
The Buy Back program offers phone owners a quick and convenient way to sell their older, fully functional cellphones to acquire funds to upgrade to a newer unit. But only fully functional phones qualify for this service.
The protection plan, will cover you for repair or replacement of your defective phone.
In your case, since the phone has a cracked screen, it would need to be repaired or replaced by filing a claim with SquareTrade first.
From notes on your account, I see that you're already in process to get your phone replaced. Once that's done, you should still be able to use the Buy Back plan if you wish.
Please contact us if you have any other issues or questions.
Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We don't accept this because on the brochure we were given, it clearly lists the "Buy Back" as another option. It does not say the phone has to be in good condition. It's given as a perk to encourage buyers to purchase the insurance. It's deceptive and not acceptable. If that's the rule then it NEEDS TO BE STATED ON THE BROCHURE RIGHT NEXT TO THE EXPLANATION OF THE BUY BACK PROGRAM. Not as a surprise later on.
Final Business Response /* (4000, 9, 2014/08/06) */
Hi [redacted],
I'm sorry for the confusion, the Buy Back plan is a perk as you've noted, but I can understand why you might see it as another option to a claims resolution too.
I'll forward this concern to our marketing department.
Your replacement phone should be sent to you by now. And you should be able to use the Buy Back as you originally requested. If you have any issues with this, please let me know and I'll do my best to assist with this.
Regards,
[redacted]
Final Consumer Response /* (2000, 11, 2014/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your response. Wish this information had been offered sooner. Please consider changing your brochure to reflect the actual terms.
[redacted]

Complaint: [redacted]
I am rejecting this response because:  It was communicated from [redacted] and the representatives I was working with that Square Trade's Kindle team was managing this matter.  Further,  [redacted] customer service indicates that I purchased a third party protection plan from Square Trade and need to handle the matter directly with them.  If there is another team within Square Trade, please provide their Revdex.com information and I will submit the complaint with them. 
Also note, I have not received an email from Square Trade providing the direct contact for the appropriate Kindle team. 
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/07/24) */
We are sorry the consumer delays in the repair of their device.
We only purchase replacement parts from reliable sources that we have a relationship with. In that way if the part does not work it allows us to acquire replacement much...

faster.
This repair has gone beyond our 5 day guarantee. We will be refunding the consumer the price of the warranty as per our guarantee.
Upon further diagnostics the depot discovered that additional parts are needed. This would put the repair beyond 3 weeks and are offering the consumer a payout of the tablet.

We are sorry for any issues the consumer had with their device.  After looking into the consumers account the device  showed evidence of physical damage upon the technicians arrival.  For TV repairs consumers are instructed to have the unit in a serviceable position.  Before...

the technician can proceed with any repairs on a unit, it must be inspected for any signs of physical damage.  If there are any signs of physical damage, the technician is in instructed to take pictures and leave the unit without attempting any repairs.

We apologize to the consumer for the delay. Per our Terms and Conditions, the consumer is responsible for purchasing the correct SquareTrade Protection Plan for the consumers product based on condition, price or purchase location. We have reached out the the specialist that made they error...

of approving the claim so this does not happen again. Due to the fact that the phone was marked as Beyond Economical Repair, it took some time to locate the phone back. Our technicians did locate it and the device is on it's way back to the consumer. We have also canceled and refunded the warranty back to the consumer.

Final Consumer Response /* (2000, 5, 2015/08/05) */
SquareTrade contacted me to resolve the issue.

Initial Business Response /* (1000, 5, 2015/11/12) */
We apologize for the issues the consumer experienced.
The consumer has been contacted to move forward with the claim. At this time we are awaiting a response.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/30) */
(The...

consumer indicated he/she ACCEPTED the response from the business.)
They were very helpful in closing this claim this time. I have done business with SquareTrade before and it has never escalated to this level, I will now resume purchasing new insurance from them for my new electronics.

Initial Business Response /* (1000, 5, 2015/01/28) */
We are sorry the consumer is experiencing these issues.
We were not able to send the customer the phone he wanted due to our current inventory for the carrier he needed. The warranty was purchased for another carrier and that is why the...

consumer could not get the phone that he needed to work with his current carrier's network. We are working with the consumer to make sure they are compensated for this claim.
Initial Consumer Rebuttal /* (2000, 7, 2015/01/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
SquareTrade reached out to us and offered us the necessary funds to replace the phone in question. We are satisfied with the company's response.

Initial Business Response /* (1000, 5, 2015/07/14) */
We are sorry the consumer had issues with their refrigerator.
The first claim we would have referred the consumer to the manufacturer as their warranty would still be in place. The device was repaired twice. Due to the fact that the unit...

continuously fails we have decided to pay the consumer so they can purchase a replacement device.
We are in contact with them to make this happen.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initially the Square Trade did not inform me the appliance was still under warranty with the manufacturer. However, the company has agreed to repay me most of the funds I spent to purchase the appliance after having the appliance service FIVE times not TWO. Thank you for your assistance with this matter.
[redacted]