SquareTrade, Inc.

Initial Business Response /* (1000, 5, 2015/07/14) */
We are sorry the consumer had issues with their device.
We do not offer warranties for refurbished items on our website. The website does state at the time of purchase coverage is only "available for new tablets purchased in the last 30...

days". The warranty does state if an item is refurbished the warranty starts after the manufacturer's warranty ends, but this clause is for the warranties that can be purchased for refurbished items, which is not the case for this example. The consumer has not provided a receipt of purchase showing that the device is new and the purchase date of the item. With a receipt we will be able to evaluate if the warranty is valid.
Have contacted consumer and are working for a mutual agreed on solution.

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.

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]

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.

Initial Business Response /* (1000, 5, 2014/07/30) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I am so sorry for the delay on this. I'll work with our depot to get this unit shipped back for an re-exam. According to the techs, this was a software corruption...

issue, so should be easily resolved.
Please understand that we're not trying to give you the run around. As you've noted, this was a very recent purchase and should be covered by HP's warranty. When HP was not able to assist you with this unit, SquareTrade took over and provided you with a shipping kit to send your laptop to our depot for servicing. Unfortunately, since our techs have noted that this is a software issue, we would like to be able to review the device again, before making a determination on full reimbursement of the device.
I've called you and left my personal contact information for you to reach back to me.
Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have shipped this product to HP and the actual hard drive is corrupt, where I am being told it needs to be replaced. Again for a product that I have only had since April and have never been able to use. So now I am being sent a refurbished product when that is not what I purchased. This is truly upsetting.
Final Business Response /* (4000, 9, 2014/08/05) */
Hi [redacted],
I apologize for the problems you've had with this computer. Please understand that you have multiple recourses available to you during this purchase.
If the unit was not functional right from the beginning, the reseller where you purchased the unit should have been contacted and requested to offer you an exchange or refund.
The reseller usually only offers a satisfaction warranty of 30 days. After that, you have the option of contacting HP to utilize their manufacturer's warranty. But as you advised us when you contacted SquareTrade, HP was not willing to offer assistance. That's when SquareTrade took over and had your computer sent in for repair.
From the notes by our tech, this shows as a software issue, but if you say HP has told you otherwise and is willing to offer assistance now, then please proceed with that recourse. We'll still be here if you need further assistance with this.
Regards,
[redacted]
Final Consumer Response /* (4200, 13, 2014/08/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
NO assistance is being offered other than everyone passing [redacted] buck! Purchasing Power is where this purchase was made and they only do returns on UNOPENED products. HP is just telling me the issue, no new product no refund!

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, 2015/06/30) */
We are sorry the consumer had issues with their device.
We had issues in being able to immediately find a local repair shop. As of today the technician has been onsite and the issue with the device has been addressed.
Initial...

Consumer Rebuttal /* (2000, 8, 2015/07/02) */
Company has resolved the issue. Please do not contact Company.

Complaint: [redacted]I am rejecting this response because
The key distinction here is when the device stopped working and when I reported it. Since the extended warranty has a specific coverage period, I argue that Squaretrade has a legal liability to honor claims for damage that occur during this coverage period, not just those also reported within it. Consider the following situations:The policy ends on some day at midnight. At 11:59 an item is damaged. In this situation, is it practical or reasonable for a person to file a claim in less than a minute? In this situation Squaretrade is in fact not honoring their warranty period as sold, which is a deceptive practice. What happens when Squaretrade is closed or their website is down preventing someone from filing a claim?What happens when someone is incapacitated and can't contact Squaretrade to file a claim?After reviewing the warranty policy I wasn't able to find any clarity for these situations. As such, I assert that a reasonable period should be established after the warrantee period ends to report claims that occurred within the warranty period. And I believe that I contacted Squaretrade within what any judge would conclude as a reasonable period. Furthermore there is a question of Squaretrade acting in a fair and reasonable manner in this situation. In my opinion it is not. Sincerely,[redacted]

The best number one on my list of warranties nobody makes warranties like square trade wow and I'm so happy that I have them on my side love it the best there is and the best there ever well be the best prices wow the only thing to say is I'm glad that I'm a square trade customer thank you square trade

Initial Business Response /* (1000, 5, 2014/10/30) */
We are sorry that the consumer had an issue with his TV. When filing the claim we discovered that the TV was damaged. As per our Terms and Conditions we do not cover damage to TVs. The warranty was cancelled by the consumer's wife....


Initial Consumer Rebuttal /* (3000, 7, 2014/10/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The reason
I did not choose to cancel warranty. As I explained to them there was no physical damage. They offered to refund warranty money. I felt they should have repaired TV. They looked at pictures I sent and said there was physical damage. I did not cause any physical damage to TV
Final Business Response /* (4000, 9, 2014/11/05) */
It is unfortunate the consumer has a cracked screen. Based on the pictures sent to us we can see that is the issue. We are not saying that the consumer caused the damage, only that the evidence shows damage. The Terms and Conditions do not provide for a cracked screen. Refunding the warranty is the only thing we could offer.
Final Consumer Response /* (4200, 13, 2014/11/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I paid for warranty and had TV for only two months. I feel Squaretrade should repair or replace TV. I did not cause any physical damage to TV!!!!

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.

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, 2014/07/17) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I am sorry for the systems issues we had while you called. We generally get those types of issues resolved in a day or two, definitely not 3 weeks. I apologize you...

were misinformed. I've provided feedback for to that agent's supervisor.
I also apologize for the delay in shipping that box to you. I've referred the issue with the box resend to our systems manager for review, we should never have shipping be such a bottleneck to the process. I'll make sure this case is reviewed with our repair depot to prevent this from happening in the future.
I've tried calling you to help you get a quicker resolution, but it looks like you listed the incorrect phone number? I was able to contact your relative, whose number is in our system, and was able to offer him a quicker resolution. He told me he'll relay all of this to you. If you have any issues, or questions, please do not hesitate to contact me directly [redacted]@squaretrade.com.
Thank you,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2014/07/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was helped by [redacted] immediately after opening the case. I appreciate the resolution he offered and his understanding . Squaretrade will be refunding both the laptop and the warranty.

Communication from the service agents are incomplete when trying to submit a claim. First they tell you what you need and when you call back they ask for more information when you have provided phone numbers account numbers and phone information. This is my third attempt to get my phone in for repair. For a company that touts great service dept, a gross understatement.

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, 8, 2015/10/16) */
We are sorry the consumer had an issue with their phone.
According to the notes within our system, we offered to reimburse the consumer for an exchange of the same phone at a retailer location. Though his account was temporarily...

suspended for nonpayment we'd be [redacted] to move forward with his claim.
The consumer has been contacted by email and phone but we have not received a response yet.
Initial Consumer Rebuttal /* (3000, 10, 2015/10/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received a call back on 10/16/15 and the merchant left a message. I returned the call on 10/17/15 and left a message. no call back was given. I called again on 10/28/15 and have not received a message back...
I have not received any email from the merchant regarding this.
if I was to consider the option, I do not have any communication with them.
I understand my account is temporarily suspended, but I can not justify paying for something that I am not being able to use.
I was instructed to send pictures of the phone and I did. I never received a response back from the merchant, so how can I continue to pay for something when I am being ignored and it is not being resolved?
I would be [redacted] to discuss this further, but can not get any response from the merchant.
if they want to email me, they have my address and can easily reach out to me so we can come to a mutual resolution on this.
Final Business Response /* (4000, 14, 2015/10/30) */
The consumer has been presented with a resolution via email to resolve his current complaint.
We have contacted the consumer on three separate occasions by email and phone but we have yet to get a response.

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.

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, 2015/11/12) */
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.

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.