SquareTrade, Inc.

Initial Business Response /* (1000, 5, 2015/07/01) */
We are sorry the consumer did not get the response they should have had.
We are currently addressing the response time to complaints. We are expanding our TV group to accommodate the calls we are now receiving.
We have found, based on...

our experience with previous claims, that we can order the part needed for the repair and then send the technician to repair the TV results in a single trip by the technician and resolves the issues in 1/2 half the time it takes to have a technician go and diagnose the issue and order the part after their first visit. This has improved the response in 95% of our TV claims.
We have to contact the local repair contractors to schedule an appointment. We do not promise a repair time until we hear from the local shop. The contractors have to contact the consumer prior to going to the location to perform the service. At any time the consumer can ask for a different time to have the service performed.
In this case the technician did go out to the consumer and resolved the issue.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/02) */
received via email:
They sent me a copy of their response and I suppose I finally connected with a support person who is not a script reader. If such a contact had been made initially, this whole issue might have gone away.
The service company they dispatched is one of the best I have ever encountered from any company.
I fully understand how Square Trade operates in terms of troubleshooting and attempting to remedy a problem but cannot understand how they have come all this way with the level of support I experienced.
The bottom line is that even though we determined that the audio function was OK and that the sub-standard speakers on the TV were and still are the problem even after being replaced, perhaps Square Trade should have intervened with Vizio by telling them my problem and their technician's response and made them aware that they have an unhappy customer as a result.
Although my suggestion may not be performed, I suppose we can put this case to bed and hope that no other problem surfaces during the balance of the warranty, after which time any future problem will be cause for me to buy a new TV.
thank you
[redacted]

We are sorry for any issues the consumer had with their device. Their device displayed signs of physical damage when the technician arrived, which Squaretrade TV protection plans do not cover.  Since we could not provide service to the consumers device a refund for the warranty cost was processed on 6/20.

Initial Business Response /* (1000, 5, 2015/07/29) */
We are sorry the consumer had issues with getting his printer serviced.
We were unaware that the local technician could not repair the unit. We searched for alternate technicians who could and were unable to find one after one week. For...

that reason we are paying out the consumer to resolve this claim.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We accept the payout for our copier/printer and consider the matter closed. Thank you [redacted] C from SquareTrade and thank you Revdex.com.

Square Trade offers absolutely awful service and you will be on hold forever. They also don't share that this coverage does NOT cover a lost or stolen phone....then what good is it??

Initial Business Response /* (1000, 5, 2015/12/16) */
We apologize for the issue the consumer experienced with their device.
After reviewing the pictures and the recorded information, our television technicians determined that the damage to the tv was sustained prior to the initial repair....

As stated in the Terms & Conditions, Unless you purchase ADH coverage, we don't cover items that are damaged accidentally. This includes water immersion, drops, and spills." A refund has been processed for the warranty. Typically the amount refunded is prorated but as a courtesy the consumer will receive a full refund.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The technician caused the damaged screen. Based on the handling of this set. The samsung owners manual states to have 2 or more people handle it. This tech lifted from one end by himself. He declined my offer for help. If this Crack had been prior to servicing, there is no way possible he would have missed. He hid it by turning the set towards the wall then did not return. I have spoken with Samsung and another local repair company and both have no doubt that the handling by this technical was total innaptopriate. Also had it been cracked prior the handling would have basically split the screen. Consider picking up an 80 pound flexible item from one end. Squaretrade gave no consideration to the facts and timeline.
The contract was for repair of this set. They went outside the contract by breaking the set. It is now unrepairale. I would require a replacement set.
Final Business Response /* (4000, 14, 2016/01/14) */
Though our television technicians determined that the damage to the tv was sustained prior to the initial repair we are making an exception to payout the consumer for his device. The check has been processed & will be mailed to the consumer.
Final Consumer Response /* (4200, 16, 2016/01/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
this has dragged on since Dec 7.On Dec 30 I responded to a message from a Squaretrade rep. they wanted to know what I wanted them to do. I suggested that they replace with a somewhat comparable set Samsung 9500, even though it would still be considered less quality picture than the plasma that they had damaged. Rep said they would respond later that day. No response until I contacted them on the sixth.I was told they processed a check for 2999.99 on the 4th. as this seemed to continue to be dragged out I accepted this. squaretrades current response to Revdex.com is that as the 14th a check will be mailed. This is not acceptable. They broke my tv offered much less than replacement cost and have lied multiple times regarding payment having been sent. I have email to confirm they mailed check according to rep. should have been received days ago Pay for comparable replacement LG OLED $5999.I was acceptable to lesser as we have been without TV and preferred to expedite,however even after accepting less than value they still did not fulfill their end.

complaint: [redacted]I am rejecting this response because: Squaretrade has already confirmed receipt of receipt twice and each time notifying me days later that they cannot find it. I have no reason to believe this company will follow through with anything they say. I request over night payment and not the 6-10 days "processing" they have suggested. 
 
Sincerely,[redacted]

Initial Business Response /* (1000, 6, 2015/12/14) */
We apologize for the issues the consumer experienced. The consumer has been contacted via email and phone to resolve the complaint.
Initial Consumer Rebuttal /* (2000, 8, 2015/12/15) */
(The consumer indicated he/she ACCEPTED...

the response from the business.)
I have been contacting them frequently and it wasn't until I filed the complaint that they decided to file and approve the claim. Going back and forth with them was very frustrating. I have received an email confirmation saying the claim has been approved and I am receiving reimbursement. The issue with the claim has been handled but I do not think the company in any means was helpful and customer service originated.

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.

Purchased a protection plan with Square Trade on Dec 14 on [redacted] website to cover a Yamaha portable grand keyboard for my granddaughter. As of January 18, still haven't received either a snail mail nor email copy of the plan and despite contacting seller through Amazon to inquire about the order, have received no response. I can only imagine a similar stonewalling in trying to file a claim.

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]

I bought this "insurance" when I bought a Nextbook Flexx 10 at [redacted]. Great tablet until it wouldn't power up. Contacted Square Trade. I was told to send the tablet and the power cord (I do still have the documents to prove this is what they asked for). Sent the tablet and they repaired it quickly and sent it back to me. Did NOT send the power cord back. I contacted these jokers and several told me I didn't send the power cord. WHAT???? I did what I was supposed to do. These "professionals" took my power cord. I waited a while so they could check. No power cord. I talked to several people there. NOPE!! I advise everyone that will listen to stay away from this shady company. Stay FAR away. They are going to get their money if they have to steal things to do it. I bought another power cord online. Doesn't work as well as the factory, but, Square Trade stole that one.

Initial Business Response /* (1000, 8, 2014/05/30) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I am sorry for the delay on this. We had sent out an email to you on 5/2 with a request for clarification, but did not get a response. I'll ask a senior claims agent...

to contact you right away to get this resolved for you. We had sent out an email to you on 5/2 with a request for clarification, but did not get a response.
Thank you,
[redacted]
Initial Consumer Rebuttal /* (3000, 10, 2014/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no record of email dated on May 2nd at all.
Final Business Response /* (4000, 18, 2014/06/10) */
Dear [redacted],
This is [redacted] a Resolution Specialist here at SquareTrade.
Per your conversation with one of our representatives on 4 June 2014, we have reached a resolution and will be reimbursing you via check. You spoke with another Resolution Specialist yesterday who confirmed with you that your checks will be sent in the amounts of $236.91 and $163.38 respectively, for a total reimbursement for $400.29.
If you have any further questions, please do not hesitate to contact us. We are happy to assist you and apologize for the delays and confusing.
Thank you,
[redacted]
Resolution Specialist
Final Consumer Response /* (3000, 16, 2014/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A person from Squaretrade called me on June 4 and offered a very good and generous concession, which I agreed on. However, there is no follow-up on the offer at all after 4 days. So the matter is still unresolved.

Initial Business Response /* (1000, 5, 2015/11/11) */
We apologize the consumer has issues with their device. The consumer has been contacted and their complaint resolved.

Initial Business Response /* (1000, 5, 2014/09/03) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I am so sorry for the delay on this case. From our depot notes, it looks like we were waiting on a parts order that kept getting pushed back.
Due to the delay on...

this, we'll move this to a reimbursement for you. This way, you'll be able to purchase another tablet. I've also refunded your warranty cost because of this delay.
The refund on the warranty will be sent back to the credit card you used on Amazon. Please let us know if you need anything else, alright?
Regards,
[redacted]

Final Consumer Response /* (2000, 5, 2014/06/10) */
has been resolved, thank you.

Initial Business Response /* (1000, 5, 2014/10/01) */
We are sorry that the customer has had such a delay in the repair. We cannot know if our contractor is available in a certain area. This, however, is not the customer's fault. We will be reimbursing the customer the warranty price and the...

cost of the unit that has not been repaired.
Initial Consumer Rebuttal /* (3000, 7, 2014/10/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response I received from Square Trade via email is as follows:
Thank you for choosing SquareTrade to protect your item.
We apologize that you have had a less than exceptional experience. We would like to turn your experience around.
We apologize for not getting the in-home repair done. The lack of communication we had with you is inexcusable. Due to these issues, we have decided to reimburse you the value on your warranty. Your payment of $591.53 will be processed. You should receive the check in 7-10 business days.
If any of this information is incorrect please let us know as soon as possible so we can correct it and not delay the payment.
Best,
SquareTrade Resolutions Team
However, the purchase price of the printer came to $642.99, and their resolution failed to include the purchase price of their warranty ($81.51). Before I had the opportunity to respond to their email I received another email communicating that they had sent the check, which I should expect in 7-10 days.
Finally their statement that they "cannot know if our contractor is available in a certain area" is a false and misleading explanation as to why I have experienced "delay in repair." As relayed in my original case description Service Power, their contracted Service Dispatcher, it is clear that Square Trade was aware of the lack of contractors in the large metropolitan area (county population: 475,000) where I live.
Final Business Response /* (4000, 9, 2014/10/08) */
We are sorry that the customer did have a bad experience in the delay and eventual non-repair of the unit. When we say that we cannot know the local repair we mean at the time the claim is filed. It was only after the dispatcher tried to find a local repair tech were we made aware of the issue.
The refund on the price of the warranty is being processed. An email was sent to the customer letting them know we are refunding the price of the unit and the price of the warranty. We will send an email to further clarify how it is being sent to the customer.

Initial Business Response /* (1000, 5, 2015/08/11) */
We are sorry the consumer did not receive the payments as promised.
We are reviewing our processes and are trying to improve them. The reimbursement was processed on 8/7 and the consumer should get a check by 8/17. We have also...

refunded the deductible. Due to the poor service the consumer experienced. We have also refunded the warranty price.

Initial Business Response /* (1000, 5, 2015/10/22) */
We are sorry the consumer had issues with their device.
Per our Terms & Conditions,
"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."
We have reached out to the consumer to resolve the complaint but we have yet to receive a response.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have not offer me anything to fix my issue. The rep I spoke to follow up on Friday 10/24/15 told me she was going to call me back and she did not. I spent over $210.00 and they are not willing to help me fix my phone.
Final Business Response /* (4000, 9, 2015/10/29) */
We contacted the consumer by email on 10/26 to resolve her complaint.
We fulfilled the contract by replacing her device and we made a one time exception to refund her for the warranty.
The funds are being mailed to the consumer and she is aware of this resolution.

I purchased a squaretrade 1 year warranty to go with my NEW [redacted]. My 4 year old got ahold of the phone and dropped it, breaking the screen. No problem, I call square trade. When I file a claim, they tell me 1. Wait 3-5 business days until they can source a refurbished phone or 2. Go to a local repair shop who they recommend and they will reimburse the cost of the repair. The phone was still NEW and working perfectly so I chose to take the phone to the repair shop since I could not go without a phone for a week. I dropped the phone off and came back an hour later to pick it up. When I came back, the phone was still in pieces. The "phone repair tech" had heated the phone too much, cracked the back piece and fried some of the internal pieces. When he put the screen back on, it wasn't even the same color as the phone. Now my phone has no back on it and does not pick up a signal. They then give me a loaner phone which in itself is a hassle and tell me I have to wait 2 days for replacement parts to come in. I called square trade and they again offer me a refurbished phone or they will attempt to repair it if I want to wait 2-3 more days. All I want at this point is to be refunded the original cost of the phone so that I can go buy a new one. If I wanted a refurbished phone, I could have got one in the first place. A new phone should be provided since I did not break the phone's internals, the repair shop that they recommended did. As far as I am concerned, square trade can make this right or lose another customer. Plus, their phone answering system is terrible. Nobody apparently takes notes since I spent over 1 1/2 hours on the phone telling the same story to 4 different people and waiting on hold for extended periods of time in between. So far my experience with Square trade has been awful. I will never recommend them to anyone, which is how I became a customer.

According to the consumer's warranty contract SquareTrade is only obligated to reimburse up to the item price.