SquareTrade, Inc.

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.

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]

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]

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]

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.

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, 2015/12/16) */
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.

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.

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.

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??

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.

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

I was told by the [redacted] salesman when I bought the Dell computer that the warranty covered all problems - and he repeated the same thing when I returned it with the broken screen.  It was then that he gave me the brochure from the warranty company and told me to contact them for the repair or refund.  He clearly believed that it was covered and told me so TWICE.  I have his name and contact information  if you need it.

We apologize to the consumer for the delays.We have gone ahead and processed the refund on the warranty & deductible and the consumer should be receiving within 7-10 business days. We have also started the process on the reimbursement of the stated amount. The we have sent the consumer information on how to complete this process.

Complaint: [redacted]I am rejecting this response because:  At the time of purchasing plan, I submitted documentation showing that the phones was currently covered with [redacted], because that was the selling point for me.  The price was cheaper than my carrier and the deductible was far less.  However, when I went to use the plan, I had to resubmit documentation showing I had insurance on the phones.  
I am currently on sick leave from my job, I had to go to [redacted], get a copy of the bill showing where the insurance was canceled after purchasing SquareTrade.  Then go to [redacted], where then I discovered that I also had to purchase the packaging to overnight the phone.
SquareTrade if requiring the same documentation when submitting a claim, that is required to start the plan, the consumer should have been notified, then I would have scanned the documentation into my computer files.  If I had known that packaging wasn't covered in the overnight payment that is paid by SquareTrade, I would have packaged the phone in packaging the phone was purchased in and wrapped it myself before going to [redacted].  I purchase the packaging at [redacted], because I was just tire of running around. To have to do this unnecessary running around, especially being sick, when all information could have been given at the time of purchase.  Also when filing the claim SquareTrade could have informed the consumer that it would be their responsibility to ensure proper packaging of the phone for overnight shipping.
The selling point of SquareTrade is good in showing the difference of have their insurance versus the carrier, but they should also informed the consumer, that if submitting claim, documentation would have to resubmitted and packaging is not covered in their overnight process of mailing the phone.
Also not to debit credit card, when the claim has not been approved. I observed while submitting the claim, my deductible was charged to my credit card the same day; however I did not have an approved claim until two days later.
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/01/29) */
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. This is a duplicate to complaint #...

XXXXXXXX

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.

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.