SquareTrade, Inc.

Initial Business Response /* (1000, 5, 2015/05/14) */
We are sorry the consumer had such a delay in payment.
We don't know why the payment was delayed. The other claims this consumer filed did have the payments sent and the consumer did receive them.
We have spoken to the consumer and...

explained that we will expedite the payment. The consumer should receive the check by May 18.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the company's response to expedite payment. The manager was very apologetic. I have the manager's personal extension in case there are any more problems.

Initial Business Response /* (1000, 5, 2015/12/03) */
Our records indicate all three warranties are on the consumer's account. The consumer has been contacted but we have yet to receive a response.

The first customer service rep. I spoke to told me that they do not replace [redacted] phones, they only repalr them. Not true. Then he told me my receipt was not readable, which was not true. Then he changed his story and said they would replace the phone and it would be shipped out in 7 days. I was doubtful so I called back and spoke to someone different, which was how I found out the information he gave me was untrue. And, he approved the claim for the replacement to be sent. My issue is with my son's phone, who is away with the US military. I explained the circumstances that I would not be able to get the broken phone immediately so could we delay the shipment of the replacement until 5 days before I would be seeing him (since he can't receive or send packages at this time). The rep. said that was fine. 2 days later I got an email that the phone was being shipped that day and I would have 7 days to return the old phone or be charged up to $400. I called again and was disconnected. Called again and was put on hold for 25 minutes before I finally hung up assuming I was disconnected again. He called me back and I believe the situation is resolved for now. I need to call back to have this claim reapproved in 2 weeks so I can take my son his new phone. I have already spent a total of 2.5 hours on the phone dealing with this company's poor customer service that was out of Pakistan and I hope that the rest of it is quicker. I also had a very difficult time understanding several of the reps I spoke to due to their very thick accents.

The consumers warranty contract states "Your item is covered for up to its full replacement cost, excluding tax & shipping." A system generated email was sent to the displaying the wrong reimbursement price.  The consumer has been reimbursed their actual item price.

Initial Business Response /* (1000, 5, 2015/12/07) */
We apologize for the issue the consumer experienced with their device. The consumer has been contacted by a resolution specialist to resolve their claim. We are awaiting a response from the consumer to move forward.
Initial Consumer...

Rebuttal /* (3000, 7, 2015/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Left two messages returning the call for their resolutions specialists who handles escalations and a contact number to reach me and have yet to hear from them.
Final Business Response /* (4000, 9, 2015/12/16) */
We have made contact with the consumer and are currently awaiting documentation to move forward with payout.
Final Consumer Response /* (2000, 11, 2015/12/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Spoke to representative who agreed to settle claim inform of payment since they could not fix phone and refund money already paid by me to get screen on phone fix as per their policy that had not been refunded.

Initial Business Response /* (1000, 5, 2015/07/29) */
We are sorry the consumer delays in the shipment.
We cannot explain why the system did not process the claim to have the shipping [redacted] sent to the consumer. The box has since been received by the consumer and the device is in route to...

the repair facility. It is expected to be received at the facility on 7/29.

I feel like they have a very deceptive warranty plan.
I purchased a warranty plan with them to cover damage for a piece of photography equipment I purchased off of ebay, only to be told that the plan I purchased did not cover accidental damage. The only terms of service or service agreement description I could find on their ebay page even went into coverage and that included accidental damage.
I feel cheated and now I have no way of getting my photography flash equipment repaired.
This feels like a bait and switch scam to upsell higher priced warranty plans. They will not honor their warranty even though the service agreement says it covers accidental damage.
I am very disgusted with this company and will never do business with them again.

Initial Business Response /* (1000, 5, 2015/03/19) */
We are sorry the consumer had issues with their device.
As per our Terms and Conditions one of our options is to "Provide a new or refurbished product of equal features and functionality." The unit that was sent to the consumer,...

however, did have some functional issues. For that reason and to make the consumer whole we did agree to payout the consumer the price he paid for the unit, $1,709.88.
There was an error on our part and the payment was not processed. We are now going to process the payment and have the check sent overnight.
We are communicating with the consumer to let them know that we are sending them the funds.
We apologize for all the issue this consumer faced and are hoping that they will have a more positive feeling about using SquareTrade.
Initial Consumer Rebuttal /* (2000, 7, 2015/03/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I just receive the check for $1,709.88 which represent the amount of the price that I paid for the laptop.