SquareTrade, Inc.

Initial Business Response /* (1000, 5, 2015/07/29) */
We are sorry the consumer had issues with the cancellation of the warranty
When our system sees a cancellation request will try to pro-rate a refund to the consumerAs this warranty was purchased on a month to month payment plan it
could not pro rate the refund which caused the system to not allow the cancellationWe are looking into resolving this issue
We have forced the warranty cancellation and we will refund what the consumer has paid for the warranty up to this pointWe have removed the credit card information from our system
Initial Consumer Rebuttal /* (2000, 7, 2015/07/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/10/23) */
We are sorry the consumer had an accident and broke his camera and lensWe will cover the cost of the lens replacementThe confusion was caused when the depot did not receive enough pieces to show the lens was destroyedThose pieces
were the only evidence the consumer hadAfter further review we realized what happened and are resolving the issue as by sending the consumer the lens replacement cost

Initial Business Response /* (1000, 5, 2015/05/27) */
We are sorry the consumer had issues with their repairIn speaking to the consumer, he informed me that an agreeable solution was reached with a SquareTrade manager, just prior to filing this case, and the issue is resolved
Initial Consumer Rebuttal /* (2000, 8, 2015/06/02) */
Please close this case as it was resolvedThank you!!

Initial Business Response /* (1000, 5, 2015/12/15) */
We apologize for the issue the consumer experienced with their deviceThe consumer has been contacted to resolve the complaintWe are currently awaiting a response
Initial Consumer Rebuttal /* (3000, 7, 2015/12/17) */
(The
consumer indicated he/she DID NOT accept the response from the business.)
I have not received an email or a phone call from square tradeStill awaiting your response to resolve this matter
Final Business Response /* (4000, 10, 2015/12/24) */
Our records indicate this complaint has been resolved by a Resolution SpecialistA replacement phone was ordered for the consumer on 12/22/
Final Consumer Response /* (2000, 14, 2016/01/06) */
this complaint was resolved

Initial Business Response /* (1000, 5, 2015/03/17) */
We are sorry the consumer has not received his payment yet
The address we have on file is unverified by the United States Postal ServiceWe will verify the address with the customer and have the check sent overnight
As per the
receipt we have on file the consumer paid $for the TVThe customer is correct as that should be the correct amount for the payout
We are in contact with the consumer to confirm the address and have the checks sent overnight

Very easyVery simpleAnd A GREAT WARRANTY !!

Initial Business Response /* (1000, 6, 2015/06/22) */
We are sorry the consumer had issues with their device
The consumer experienced a number of issues with the way the repair was performed and the repeated failure of the deviceWe are working to correct these the repairs were done
The consumer has received the reimbursement of the device and is still waiting for the reimbursement of the repair that they paid forWe have processed a check and it will be sent overnightThe consumer should receive the payment by June
We have contacted the consumer and made them aware that the check has been processed
Initial Consumer Rebuttal /* (2000, 8, 2015/06/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It took days and a total of hours sitting on hold to finally get a hold of a supervisor to explain my situationWith the help of the Revdex.com I finally received my reimbursementThank you

Initial Business Response /* (1000, 5, 2015/12/02) */
We apologize the consumer had issues with their deviceWe are unable to find an account associated with the consumer's informationThe consumer has been contacted but we have yet to receive a response
Initial Consumer
Rebuttal /* (3000, 7, 2015/12/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
*** called at 4;45pm while I was at work..so Could not answer my phone..called back left message, called today left a message Gave me direct extension but it goes straight voice mailEverytime I have ever called Squaretrade I give them my number and email and they pull up my file just fine..I have over products on their program, maybe more because I've been using them for many years & this is the first time I've ever had to deal with this..My email and phone number are associated with my orders, The number she gave me to call is a saved number in my phone so I know its the same place, IF I have to I will send all my detailed files to show that my files are associated with my phone number and email I provided...the same number they are callingI'm actually scared to send my camera in because of whats going on..I've spent alot of money with this company thru the years if *** is having trouble finding it..maybe she might want to get someone else to lookPlease I can email you guys with all my papers with them and I can send you emails from them and I can send you receiptThey are still playing cat and mouse with my phone..now saying they can't find my Account with my info..pLease can I get a email to send in my emails from them and copys, its now almost about to hit months since I filled my claim and they lost my phone, and since I first called them to ask about itThere is many notes on my file about this because when I call the operators always start reading them after I ask them toMy phone had plenty of memories and plenty of my info in it and now who knows where it isI've spoke to resolutions specialist there twice ( at least I was told thats who it was) they always say they will call back and never do, say they will email and never do, said it had been to long and they was just going to cash out..here I am weeks later not cash out..no phoneno nothing...just info, lies, and I have so much products with insurance with them but now i'm scared to send..I payed for this program and they are failing me
Final Business Response /* (4000, 21, 2015/12/24) */
There was miscommunication and a prolonged delay with the consumer to receive their deviceWe truly apologize about the consumer's experienceTo resolve the claim, the consumer will be paid out based on the retail price of the deviceWe have also compensated the consumer for the warranty price
Final Consumer Response /* (4200, 23, 2016/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have not sent check at all..I just called right now at 9:50pmI actually have a email of when this whole conversation took place and was told on phone as soon as I sent phone that was unable to get activated, for me to use it back they would release checkCalled today to check status was told that they did receive phone,but after that there was no active activity on the account and they needed to call deput so that someone can look into it because there was no kind of activity after they go phone back.Gentle man stated he was so sorry & unfortunatly reading the notes on the case it is very unfortunate and he is sorry that this has happen againthere was no way of expediting, I gave them a benefit of doubt I actually waited for the check before I could report to Revdex.com that I accepted because for some strange reason I knew they would do what they have been doing the whole time if I had just accepted itWhich I would have just complained a new complaint if this expiredBecause Like I said they are just telling me and Revdex.com stuff so that I stop bothering them, and this is not rightI still am without phone using a phone that is not very functional that I had in a drawerAsk if he could payPal since this all happen again and he said no..so bascially no check still waiting since 10/til now and stil no resolving of thisNO PHONE

Initial Business Response /* (1000, 5, 2015/12/29) */
We apologize for the issue the consumer experienced with their device
Our records indicate the consumer has been refunded for the warranty and the claim has been processed for payout on 12/28/The consumer can expect to receive
the refund and payout in 7-business in the form of a check

Initial Business Response /* (1000, 5, 2015/07/21) */
July 17,
Revdex.com of Atlanta Complainant's Name: *** ***
*** Agency File Number: XXXXXXXX
*** XXXXX Company File Number:
CMXXXXXXXX_XXXXXXXXX
________________________________________
AT&T Mobility ("AT&T") received the above-referenced customer's concern and appreciates the opportunity to respond*** *** states his AT&T device is covered by an extended warranty service provided by Square TradeHe states after validating that his device issue was not related to his battery he contacted Square Trade for replacement assistanceHe states he was required to send them his deviceMr*** states after two weeks he has not received a replacement device from Square TradeMr*** is requesting assistance with this matter
An AT&T Office of the President Specialist attempted to contact Mr*** by phone with out successContact attempts were made on July 14, and 16, On each call, a voice message was providedAn email was sent to Mr*** on July 14, advising our office would be contacting him and provided the specialist's contact informationAT&T does not currently support or oversee services provided through Square Trade as they are an independent business not supported by AT&TFor this reason AT&T is unable to provide assistance in addressing Mr***' reported concern and recommends the matter be redirected to Square Trade for resolutionIf Mr*** would like to discuss his concerns further, he may contact the specialist at the phone number provided below
AT&T regrets any inconvenience caused by this matterWe trust this letter addresses your concerns regarding this complaintIf you have any questions regarding this case, please contact case specialist Angie Libby at (XXX) XXX-XXXXFor all other matters, please use your channel
________________________________________
Sincerely,
*** ***
AT&T Office of the President
Initial Consumer Rebuttal /* (3000, 7, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The complaint is against SquareTrade not ATT
ATT is just the carrier
Final Business Response /* (1000, 17, 2015/08/25) */
We are sorry the consumer had issues with their device
The delay in the repair of the device and subsequent lack of communication is not the way we normally address claimsWe are addressing these issues and changing our training to make sure our consumers have a better experience
In speaking to the consumer we found they have to purchase a battery and other parts to make the phone operableWe are reimbursing the consumer those costsWe are refunding the deductible as well as the warranty price as we did not complete the repair within days as we guarantee
We have communicated with the consumer and they are aware of the resolution
Final Consumer Response /* (2000, 19, 2015/08/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Square Trade contacted me and promised a full refund plus additional expenses incurred
I'm satisfied with the settlement

Initial Business Response /* (1000, 5, 2016/01/22) */
We apologize that consumer experienced issues with their deviceOur records indicate the consumer sent their device in twice to be repairedOn the second repair the device failed the audit due to a complete different serial number on
the deviceThe consumer's claim was denied due to misrepresentation and the device was shipped back to the consumerWe have cancelled the warranty and refunded the consumer for the full amountThe consumer can expect to receive the refund check in 7-business days
Initial Consumer Rebuttal /* (3000, 7, 2016/01/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because it was on there side they sent me the wrong item back the first time was not mine I tried to send it back because it was the wrong item and they would not take it they are trying to refund me only the for the warranty I want a refund for the item that is covered 1399.00$
Final Business Response /* (4000, 9, 2016/02/10) */
Units are audited upon entering or leaving the depot repair centerDuring the 1st repair the device passed *** audit before it shipped to the consumerThe final audit indicates the correct device with a matching serial number was mailed back to the consumerAt this point the Assurance team has reviewed the consumer's case and the notes from the repair centerWe will not be moving forward with covering this deviceThe warranty has been cancelled & a refund initiated
Final Consumer Response /* (2000, 11, 2016/02/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/11/25) */
We are sorry the consumer had a bad experienceUpon reviewing the claim we see that our specialist realized the nature of the issues, what the consumer was experiencing and moved to pay the consumer out fullyThis payment is being
processed and a check will be sent to the customerAll this does not excuse rudeness on the part of our specialistWe will issue the consumer a refund for the full warranty price as a token of our wiliness to work with our customers to make their experience better

Initial Business Response /* (1000, 5, 2014/11/20) */
We are sorry that the warranty period was not explained to the customer by the seller of the warrantyThe seller is not an employee of SquareTrade and did not explain that as per our Terms and Conditions the warranty does not start until
the day waiting period is overThis is to prevent anyone from filing a claim on an item that is not fully functioningEven if the customer files the claim after days if the issue occurred within those days we cannot take the claim
Initial Consumer Rebuttal /* (3000, 7, 2014/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No where do they tell you about the "conditions" to use the warranty, they certainly take the money without and problemsI have at least so called warranties with Square Trade, most taken out thur the seller but one on the HP Laptop I took it out directly from Square Trade, I never saw any limitations only one I saw when purchasing these so called warranties was it had to be purchased within days of starting the warrantySquare Trade should be required to send a paper warranty or at least a e-mailAs far as repaining the TV, Samsung is repairing it at no costSeems there is a year warranty on the set so basically I paid for a year warranty for Square Trade but really only would have got a warranty from S.Tafter the year was upDon't tell you that either
Final Business Response /* (4000, 9, 2014/12/03) */
We are sorry the consumer did not understand the warranty periodThe waiting period is set up to protect SquareTrade from taking claims on items that were sold defectiveMost retailers or manufacturers cover items during this waiting period, protecting the consumerWhen purchased through some of our resellers, as in this case, the Terms and Conditions state that the SquareTrade warranty for a refurbished item actually starts after the manufacturer's warrantyThe consumers SquareTrade warranty would still be valid if they hadn't cancelled itThe warranty is always available to our customers upon request
Final Consumer Response /* (2000, 11, 2014/12/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Great customer service is the first thing I noticedThey asked a few questions and after verifying the purchase, they issued a check for the damageNo hassle at allI would highly recommend investing in a Square Trade warranty to any family member or friendskeep up the good work!

Initial Business Response /* (1000, 5, 2015/11/10) */
We apologize the consumer had issues with their device
The consumer has been contacted to resolve their complaints and we are currently awaiting a response
Initial Consumer Rebuttal /* (3000, 7, 2015/11/18) */
Thank you for
your helpSquare trade is not answering email or returning phone callsI either want my surface tablet back (keyboard and charger included) or I want to be reimbursed so I can replace the lost item
Thank you again
*** ***
Final Business Response /* (4000, 9, 2015/11/19) */
We have resolved the consumer's complaint by refunding the warranty
Typically the amount is prorated but we are making a one time exception to refund the full amountThe consumer can expect to receive their refund in 7-business days

Initial Business Response /* (1000, 5, 2015/12/30) */
We apologize for the issue the consumer experienced with their deviceOur records indicate the consumer's check has been processedWe ask that the consumer allow 7-business day to receive it
Initial Consumer Rebuttal /*
(3000, 7, 2016/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I await for the check
Thank youOnce received I will close complaint accordingly
*** Holidays!
Final Business Response /* (4000, 9, 2016/01/14) */
Our records indicate the consumer's check should have been receivedWe have left a message for the consumer to confirm delivery of the check
Final Consumer Response /* (2000, 11, 2016/01/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/03/19) */
We are sorry the consumer had these issues with their device
We are in contact with the repair depot to find the status of returning the hard driveAs soon as we find out the status we will let the consumer know
We are also sorry
the consumer was misinformed as to us not refunding the warranty and was given the impression that we were trying to put off claimThe fact that we have processed the refund of the warranty price shows that sometimes our specialists are incorrect
We are in contact with the consumer to provide them a single point of contract to expedite the resolution of their issues
Initial Consumer Rebuttal /* (3000, 7, 2015/03/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have received one call, providing one contactThe depot was closed, as it was every call I madeIf hard drive is not returned, how will company handle? I look forward to an expedited resolution to this issue
Final Consumer Response /* (2000, 10, 2015/03/27) */
After almost days, many phone calls, emails and a Revdex.com complaint, my hard drive was returned
I sincerely hope steps are taken to ensure this does not happen to other Square Trade customers

I actually have no claim to complain about
I do, however, want to warn those about buying from this company that they are wholly inflexible I got caught up in the switch from stripe to chip this past spring When my bank sent a new card, all the relevant information to get an approval for a transaction (expiration date) changed
Squaretrade sent ONE warning about said issue after they tried to process a transaction It was dated May 24, and ended up in my spam folder I only discovered it after cleaning my email account
I was told that they sent several emails after that It’s somewhat of a miracle they never appeared Ultimately, they cancelled my warranty for my Samsung smartphoneWhen I requested reinstatement they said there was no way they could do so Keep in mind: I WASN’T GOING TO MAKE A CLAIM
However, considering I have eight other warranties with them for videogame systems, televisions and laptops, I wrongly thought they’d give some consideration to a loyal customer In the future, they can pound salt
Will I buy a warranty from them again? That is going to

Initial Business Response /* (1000, 11, 2014/08/12) */
Hi ***,
I am *** ***, the Resolution Manager at SquareTrade
I am so sorry for the delay on thisI'll have a senior agent contact you later today to get your case resolved, ASAP
If you have any questions or concerns
after this, please get me know at ***@squaretrade.com
Regards,
*** ***
Initial Consumer Rebuttal /* (3000, 13, 2014/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They made a satisfactory offer but I am waiting to see if they follow through with what they promisedThe very nature of my complaint was that they told me things that they did not follow through onThe processing of the whole thing will probably take a little whileWhen it is successfully resolved, I will let you knowWe have reached an agreement, but I am hesitant to say it's resolved until both ends have fulfilled their parts

Initial Business Response /* (1000, 5, 2015/04/21) */
We are sorry the consumer had an accident with their device
The delays were due to miscommunications on our partWe are going to reimburse the consumer the warranty value, $and we will also refund the warranty price of $as
a show of our willingness to work with the consumer to resolve issues in a manner agreeable to both of us
We have communicated with the consumer to let them know they will be receiving these reimbursements