SquareTrade, Inc.

Initial Business Response /* (1000, 5, 2015/03/09) */
We are sorry the consumer had delays in receiving service.
After many delays we were able to get the proper specialist to speak to the consumer. They worked together and resolved the issues the consumer was facing.
Due to the poor...

service the customer experienced we did refund the warranty price and kept his warranty active.
Initial Consumer Rebuttal /* (2000, 7, 2015/03/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The response I received from Squaretrade was satisfactory and acceptable.

Without the original receipt they will not honor their claims at all, it does not matter what other paperwork you might have, without your receipt they will tell you to effectively [redacted] off. Needless to say, I am not pleased, both as a customer and as an employee of the company I bought the protected product from.

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.

Complaint: [redacted]I am rejecting this response because:
Dear [redacted]
If the display cannot be returned or exchanged, then you still have not provided me with a product of like, kind, quality, and functionality that you explicitly state you will do regardless of what you say I accepted.
I know that the display was purchased from Sam’s Club, how much you paid for it, and that an AmEX Card was used. I have had a Sam’s Club membership for many years and they have never refused anything I wanted to return to them. Sam’s Club, who is partnered with you, even called SquareTrade themselves to see if I could exchange it and SquareTrade still would not let me return it on my own to them. I have been cheated out of several hundred dollars because of this. There is a big difference between a $1000 display and a [redacted] TV, and you have not provided a product up to my coverage amount.
Your email that you send when the replacement team chooses a replacement is very sinister. You should include in writing in the email that if you disagree with the replacement item then please respond accordingly. You do not include this in your email that is sent out. I have trusted that you will do what you say in replacing a product of like, kind, quality and functionality. Are you also aware that the "display" you sent does not have a full function remote to control various aspects of the display? I have to use my own tablet or phone to do this. VIZIO cannot legally call their sets TV’s any longer, they are displays because they do not contain an integrated tuner. You could have sought out other brands that have this functionality. [redacted] I did not insure a display.
I would also suggest that the replacement team be better trained to send comparable products to their customers to prevent this in the future. After all, that is the business you are in, to replace or fix electronic devices of all types. [redacted] if you were in my shoes you would be extremely upset about this situation as well. I have three other protection plans with SquareTrade that I am considering cancelling because of what has transpired with my subpar replacement. If you do not make this right, I will seek other places from here on out to insure my electronic devices. If you do not provide me with what you state in the contract: Squaretrade will, "replace your product with a product of like, kind, quality and functionality." I will pursue other avenues to get this remedied.
Thank you Mr. Hardy and I await your prompt response.
HOW WE WILL SERVICE YOUR PRODUCT:
 
 
Depending on the Product and failure circumstances, at our discretion, We will either:
Repair Your Product, or;
 
 
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;
 
 
Replace Your Product with a product of like, kind, quality and functionality.
 
Sincerely,[redacted]

The consumer is responsible for having a clear understanding of their purchase & by making the purchase of the warranty the consumer agrees to the Terms & Conditions. We will make an exception to reimburse for the full repair of amount but the $150 will be deducted from the remaining amount of the warranty. The consumer can expect to receive the reimbursement in 7-10 business days.

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, 2015/05/13) */
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.

We understand the concern of the consumer in reference to the absence of an email detailing the shipping directions. As it turns out, we show that since the proof of purchase requested at the time was not received and resulted in the claim not being processed until [redacted]. Since the email detailing these instructions was delayed, we will be making an exception to approve a full reimbursement of the product.

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]

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, 6, 2015/09/16) */
I spoke with [redacted] yesterday and we were able to resolve the situation and I received a full refund.

Initial Business Response /* (1000, 5, 2015/10/16) */
We are sorry the consumer had issues with their device.
There have been no reports of online support being disabled but we will definitely look into this matter.
We contacted the consumer via email and phone to resolve this matter but...

we have received no response.

Complaint: [redacted]I am rejecting this response because: First, I have NOT received two checks from SquareTrade. I did receive one check for $** (the amount that I was charged when their first check bounced). I have deposited that check and will see what happens. I have NOT received a check for the actual amount of the repair -- which was $[redacted]. Perhaps that check is in the mail, but I have waited several additional days since the first check arrived and it has not arrived. Moreover, I would note that the explanation provided in SquareTrade's response varies substantially from what I was told on the telephone previously. It appears as though they are just engaging in bait and switch type techniques here. 
I would also note that there is no response to the complaint about their inappropriately and without disclosure or permission recording customer phone calls. 
Finally, I would note that I have gotten some rather strange emails from them recently claiming that they are unable to process payments for the insurance from me. Given that the payments are automatic and on a credit card that is not expired and which I have had no problems with, I am wondering exactly what games SquareTrade continues to play.
In any event, the primary complaint at this point is that they STILL have not paid the insured claim.
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/02/19) */
We are sorry the consumer had an issue with their device.
As per our Terms and Conditions any issue occurring within the first 30 days is not covered by the SquareTrade warranty. The consumer stated in the claim that "The TV had problems...

almost from the start" Now they stated that the screen is cracked and we have no warranties that cover accidental damage on a TV.
Based on the fact that the warranty was not what the consumer expected we will refund the consumer the full price of the warranty, $149.99.
Initial Consumer Rebuttal /* (2000, 7, 2015/02/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Business resolved matter in a timely and fair fashion. I'm very pleased and now promote their services and recommend them.

Initial Business Response /* (1000, 5, 2015/08/11) */
We are sorry the consumer had issues with getting their device fixed.
We cannot explain why the box did not get shipped properly. According to the tracking numbers three boxes were shipped and received. We cannot tell where they were...

received and these shipments do not require a signature.
The 5 day repair guarantee is the period of time the device is at the repair shop and is being repaired. That would not apply in this case as the devices were never shipped.
We worked out a solution where the consumer will be able to take the device and have it repaired locally. The consumer has sent an invoice and we have processed the payment.
We have emailed the consumer to make them aware of how we are resolving this claim.

Initial Business Response /* (4000, 9, 2014/06/05) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I am sorry for the delay on your reimbursement. From the claim notes, the payment did finally get processed successfully. And your warranty cost has been refunded...

to you in full also.
Unfortunately, the final reimbursement is going to have to be for the $829, the original price you paid for your laptop, not the $999. The warranty is set up to cover you for up to $999 in repairs, but if we move to reimbursement, you'll be reimbursed for the cost of the unit. As a rule, we can not pay you more than what you paid for the item.
If you have any further issues or questions, please let me know at [redacted]@squaretrade.com.
Regards,
[redacted]
Final Consumer Response /* (3000, 7, 2014/06/04) */
I emailed the following information to [redacted]:
Hi [redacted],
Now that it is one day shy of a month I have completed a Revdex.com complaint number (XXXXXXXX) since this is yet to be resolved. I did receive a call from someone at your [redacted] office but missed the call. I called back and was on the phone for more than 30 minutes and just keep receiving the same response from everyone. I am extremely frustrated with this entire situation and would love to have this resolved today.
Thanks!
Shortly thereafter, I received a payment to my paypal account for $829, which is not what the agreement or the email from 5/9/214 stated.
I called squaretrade yesterday and spent more than 30 minutes on the phone trying to get the problem resolved again. I was told that I still had to wait another 3-5 business days from May 30th to receive payment.

Initial Business Response /* (1000, 5, 2015/11/12) */
We apologize the consumer experienced issues with their device.
We contacted the consumer to address the complaint and move forward with a resolution but we have not received a response.
Initial Consumer Rebuttal /*...

(3000, 7, 2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received an email from [redacted] x on 11/12/15 7pm. Because I was out of town for the weekend, I called her on 11/17/15@ 9:19am. Herr message states she will return the call within 24 hour. I received no response (like usual)As a result, I again called on 11/17/15 @12pm. I'm still waiting for a response. As I stated before, the solution can be resolved immediately by simply reinstating my coverage on the iphone6 and because they already have my billing info which I provided them many months ago- deduct the back payment to make my account on this phone current. Again, this error was their fault due to somebody not inputting the info I provided them on this account-they had no problem updating my other accounts-but they failed to correct this account.
I think it would be important for their VP of Customer Experience-[redacted]-to be aware of the poor customer service experience I'm having. I think Square Trade offers a great value, but severely lacks in the "customer experience" area.
Thanks, Hope this gets resolved soon! [redacted]
Final Business Response /* (4000, 9, 2015/11/19) */
We have made contact with the consumer. At this point the warranty unfortunately can not be reinstated Due to the nature of the situation we will still honor a repair or exchange for the consumer's device. The consumer has agreed to the resolution.

Initial Business Response /* (1000, 5, 2015/07/26) */
We are sorry the consumer had a delay in reimbursement.
We require a receipt showing that the repair was paid for. We spoke to the consumer and they were able to produce a document that shows there was a repair performed and a payment...

made. Based on that receipt we are going to reimburse the consumer the repair costs of 160.18.
The consumer did produce another receipt that clearly showed the payment. It was not needed at this point but SquareTrade greatly appreciates this consumer's effort to help us maintain proper documentation.

Initial Business Response /* (1000, 5, 2015/02/26) */
We are sorry the consumer had issues with their equipment.
We did email the consumer on February 20 explaining that we processed a payment of $399.99. The email also explained that the estimated delivery time is 5 business day. If the...

consumer has not received a payment by February 27 they should contact us so we can process a resend on the payment.
We have emailed the consumer suggesting that they contact us after February 27 if they have not received the check.