SquareTrade, Inc.

Initial Business Response /* (1000, 5, 2016/01/29) */
We apologize for the issue the consumer experienced with their unit. Unfortunately the technician did not inform us that the repair was unsuccessful or we would have set a new appointment. The consumer can move forward with another...

repair through SquareTrade or use a local technician and we will reimburse them for the repair. The consumer has been contacted by a Resolution team member to resolve their complaint.
Initial Consumer Rebuttal /* (2000, 7, 2016/02/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have not been successfully contacted by Square Trade prior to this and as mentioned, I contacted Square Trade to advise the repair was unsuccessful and my call was routed multiple times before I was advised of a call back that never came. I will schedule a repair through an authorized GE source and once repair is complete, and payment has been reimbursed, I will consider this matter closed.

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, 2015/01/19) */
We are sorry the consumer had this issue.
It turns out the reseller sold the consumer replacement warranties and those warranties did not show up in our data base. We researched the purchase date and reloaded the warranties into our data...

base.
We are in contact with the consumer to ensure they are satisfied with the resolution.

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 /* (1000, 5, 2015/08/05) */
We are sorry the consumer had issues with their device.
The warranty had expired just after the claim was filed. The system would not allow a refund based on the fact that the warranty had expired. It wasn't that the specialist refused...

to process the refund, it was that he did not have the tools available to them to process the refund. We have since enhanced our training so that the specialist better handle this situation.
The guarantee, however, is still active and the consumer is entitled to the refund. We have processed the refund and the consumer is aware of when he should receive the payment.

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.

Initial Business Response /* (1000, 5, 2015/04/22) */
This complaint should be directed to Square, not SquareTrade.
We have directed the consumer to go to squareup.com and email their concerns to them.
Initial Consumer Rebuttal /* (2000, 17, 2015/05/26) */
(The consumer...

indicated he/she ACCEPTED the response from the business.)
The receipt was from SquareUp.com, not SquareTrade, Inc.

Initial Business Response /* (1000, 5, 2015/01/15) */
We are sorry the customer had issues with their claim.
As per the Term and Conditions of the contract the coverage amount of the warranty is the amount paid for the item minus any repair costs incurred in the completion of a claim. The...

receipt the customer provided to us shows they paid $549.99. A previous claim had a repair cost of $400. This is the reason the customer is being offered $199.99. As the Terms and Conditions show that amount is actually incorrect, it should be $149.99
Due to the fact that the customer was unaware of the Terms, the payout was calculated incorrectly by us and that we want to show the consumer that we are willing to work with them to settle the claim in a manner that they feel is fair we will be reimbursing the customer the difference between the payout and what they thought they would receive, $400.00. The total payout would then be the full value range of the warranty $599.99.

Initial Business Response /* (1000, 5, 2015/07/30) */
Here is another claim that I received yesterday and it was resolved on Tuesday when the consumer received the replacement phone.
Complaint XXXXXXXX
Initial Consumer Rebuttal /* (2000, 7, 2015/08/12) */
Issue has been...

resolved

Will never purchase from any stores that warranty with SquareTrade. I originally purchased Kurio Xtreme 2. It was dropped so I filed a claim. I was sent An Acer Iconia Tablet.. On receipt I called and complained that this was not comparable to what I had originally purchased. I was informed that was the only tablet they could provide and a refund wasn't possible. At no point was I told that supposedly this tablet( which I didnt want) cost more that my original tablet and my warranty was void. The replacement tablet had a software glitch- wasnt' dropped or damaged just stopped loading and I was then told that the warranty was void. What a scam- the Acer tablet is known for having this exact software issue. Its the 1st thing that comes up on google when you search the tablet. So you replaced my child friendly pre loaded tablet with a garbage tablet with known tech issues and magically voided my warranty without telling me. At no point was I told that the new tablet would do that. Ridiculous.

Initial Business Response /* (1000, 5, 2014/04/08) */
Hi [redacted],
I am [redacted] the Resolution Manager at SquareTrade.
I am sorry for the hassle on this claim. Your laptop was covered for $699 in cumulative repairs. You had previous repairs done to this laptop, which was why it only...

has $239.99 left in coverage.
Our claims process is streamlined to provide the quickest resolution possible for our customers. In this case, it did cause the issue you had, namely not being given the chance to deviate from just getting paid out. We're working on resolving this to provide more options to our customers.
In this case, I will make an exception and offer you the remainder of the $699 for you to make you whole. You've already been reimbursed $239.99, I'll request a check for $460 to make your payment complete. Our repair depot has also sent you your original harddrive back too, so once you get your new system, you should be able to extract data off of it.
Give me about a week to get that check to you. If you have any questions or concerns, please contact me at [redacted]@squaretrade.com.
Regards,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2014/04/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]...

[redacted]

Initial Business Response /* (1000, 5, 2015/01/19) */
We are sorry the consumer experienced these issues.
Because the consumer was promised a payout of the warranty we are processing a payment of $503.39. This is the price paid for the item as the receipt the consumer sent in shows. As per...

our Terms and Conditions we only cover up to the price paid for the unit. Warranties will not cover sales tax.
Initial Consumer Rebuttal /* (2000, 7, 2015/01/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The business gave me the price of my unit. That is all that I wanted them to do in the first place.

Initial Business Response /* (1000, 8, 2015/01/26) */
We are sorry the consumer was not able to receive the replacement device in the time they thought they would be able to.
We do appreciate our consumer's input so that we can improve our service. We implemented a new call return process...

to have consumers who request a manager when a manager not immediately available. Our website does state that overnight replacements are shipped the same business day, but we will address how it is presented. We will also research the possibility to have consumer's pay for Saturday delivery.
Initial Consumer Rebuttal /* (3000, 15, 2015/04/09) */
This issue was not adequately resolved. The response says nothing of how they are going to fix the situation, just that they are going to look into it.
Final Business Response /* (4000, 17, 2015/04/21) */
The consumer is correct in that we do not know how, specifically, these suggestions will be implemented. We would not be able to commit how or even if a suggestion would be applied until it has been approved by management and the systems have to be put in place to make changes occur. There are a number of things that have to happen in order make changes to procedures.

Initial Business Response /* (1000, 5, 2015/12/30) */
We apologize for the issue the consumer experienced with their device.
The consumer has been contacted by phone and via email to resolve the complaint.
We are currently awaiting a response to move forward.
Initial Consumer...

Rebuttal /* (3000, 7, 2016/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A representative had call me late December after seeing my complaint asking to call back to resolve the issue. I have called them more than 10 times, leaving voice messages and my mumber to call me back so the issue can be resolve but they have not call back or respond to my voice messages.
Final Consumer Response /* (3000, 16, 2016/02/23) */
I haven't herd back from [redacted] about emailing me the new agreement we had discussed but I do see there is record of it on this website. The laptop will be shipped today. I will appreciate if I get a call telling me that Square Trade recieved the laptop and will mail me the check. Thsnk you.
Final Business Response /* (4000, 18, 2016/03/02) */
Our records indicate the consumer's device was delivered on 2/29/16. It is currently being audited and the consumer's payout will be released within 1 business day. The consumer has been emailed this information.

In previous correspondence with SquareTrade, SquareTrade Customer Support Management stated that all phone calls with them are recorded. In my original complaint, I asked that SquareTrade review the phone recordings of my correspondence with them to verify the facts. I received an email today from...

[redacted]. at SquareTrade and Chris stated that he was unable to locate any phone call recordings related to my account.

We are sorry for any issues the consumer had with their account.  The consumer purchased a warranty that had a maximum coverage amount of [redacted] for their [redacted] TV.  When SquareTrade sources a TV we ensure the consumer is receiving a device of equal specs and functionality.  With the consumers warranty only covering up to [redacted] of coverage, a comparable TV to their original model could not be located in that price range.  According to the consumers service agreement, "The total amount that We will pay for repairs or replacement made in connection with all claims that You make pursuant to this Service Agreement shall not exceed the Coverage Amount of the Product."  Per the consumers service agreement a reimbursement was the only viable option because of the limited coverage amount of the warranty.

Complaint: [redacted]I am rejecting this response because:
looking at the reviews on Yelp, there are quite a few customers that have had to go through the same incredible amount of effort to obtain a satisfactory response.  I have been paid so that's good but it took a lot of emails and hours on the phone.  Something is not right with Square Trade.  People are really nice on the phone but the resolution of reimbursement is difficult.  If it was a couple of hundred dollars, I probably would have given up but for [redacted] I was determined.  I have to wonder if this is a frequent tactic and by the other reviews, it appears it may be.
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2014/10/08) */
We are sorry that the customer is having issues with their equipment. Our Terms and Conditions state that the warranty will cover total repair costs less than or equal to the purchase price of the item over the life of the warranty. The...

customer was not aware of this. In this case we will make an exception and will work with the customer to get their laptop repaired.

Complaint: [redacted]I am rejecting this response because: I don't believe the response from squaretrade acknowledges that dire support that I received.  I understand that some basic troubleshooting must be done and I did that on the first ticket I opened up.  And then I was forced to do it again on the second ticket I opened up and then when that ticket was closed by squaretrade and I called without opening up a ticket I was asked to do troubleshooting again and I refused.  I have zero problems with squaretrade needing to do troubleshooting on my first call but closing tickets I opened without approval, putting me on lengthy holds, telling me that my RMA would be approved but the "system" was down and try back in 24-48 hours is unacceptable.  I have been without tablet for 5 weeks now.   I am not interested in waiting another 2 or 3 or 4 weeks for a resolution.  I would like my warranty coverage of [redacted] sent to me.  I will send the tablet to squaretrade if they want. Sincerely,[redacted]