SquareTrade, Inc.

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.

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.

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.

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, 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 /* (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, 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, 2015/01/15) */
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, 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.)

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.

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.

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.

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.

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, 2015/07/30) */
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.

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, 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, 5, 2015/01/29) */
We are sorry the consumer did not understand that deductibles are charged on all claim.
As per our Terms and Conditions the deducible is charged for all claims regardless of the type of issue the phone is having.
We will be refunding...

the customer the full price paid for the warranty as what they purchased is not the type of warranty they thought was purchased.

Initial Business Response /* (1000, 5, 2014/07/18) */
Contact Name and Title: [redacted], Resolution Mgr
Contact Email: [redacted]@squaretrade.com
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I am so sorry for the hassle you've had on this case. I'll take care of...

this case for you.
The deductible amount was set up incorrectly. Your warranty was not set up correctly, which was why we needed Sam's to send in your purchase information. When we created it, we set you up with the deductible for our current contracts, not the $50 you were supposed to be set up with. I'll have our systems people adjust this.
I've refunded your deductible as an apology for this. Please check your credit card in a few days for it.
I do see that the phone was delivered on Saturday as promised. Please let me know if you're having any issues with it. I'll do my best to fix any problems you have with it.
Regards,
[redacted]