SquareTrade, Inc.

Initial Business Response /* (1000, 5, 2014/11/18) */
We are sorry the consumer has had such a delay in the payoutWe are in complete agreement in that the consumer should be paid out the $they are requestingWe will reprocess the payout and have the consumer receive a check
overnight
Sometimes there are delays in processing payments and although this is what happened in this case we are still responsible to our customers to make sure they are pleased with the outcomeWe are also planning to refund the deductible the consumer paid and to refund the warranty price

Initial Business Response /* (1000, 5, 2015/11/12) */
We apologize for the issues the consumer experienced with their device
The consumer has been contacted with an appropriate resolution and the device is in the process of being repaired
Initial Consumer Rebuttal /* (3000, 7,
2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Until the issue has been fully resolved, I cannot say that I accept the responseIf and when the issue has been resolved, I will update my response
Final Business Response /* (4000, 9, 2015/11/24) */
Our records indicate that the consumer has been contacted by a Resolution staff member, the payout has been processed and is expected to arrive in 2-business days

Initial Business Response /* (4000, 8, 2015/02/10) */
We are sorry the consumer has had issues with our process
One of our managers has been in contact with the consumer and have resolved the issue
Although our Terms and Conditions explain the amount that is available for warranty
repairs over the life of the warranty as well as we will always attempt a repair before we pay a customer out, we are making an exception in this consumer's case and will offer a full refund on the price of the unit if there is another issue in the future with the unit
Initial Consumer Rebuttal /* (2000, 10, 2015/02/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
thought it was a fair since they are willing to pay us the price that my son paid for the computer if it should happen to get broken or anything without any questions...must ship back the computer which is understandableThe supervisor *** also send me an emai explaining this in writing should a prolem arise so we do not have any issuesTo me it seems like a good fair deal for both of us...the company and me...I do think though that their customer service is just horrible and needs to be addressed

Initial Business Response /* (1000, 5, 2015/06/03) */
We are sorry the consumer had issues with their device
When a replacement device fails we attempt to replace the device as soon as possibleWe were able to send the consumer a phone that is workingIf the current replacement phone
fails we *** payout the warranty to resolve the consumer's claim
We are in contact with the consumer to let them know what we are willing to do if this replacement phone fails
Initial Consumer Rebuttal /* (2000, 7, 2015/06/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
At the moment I am satisfied with the resolutionI did express I had a concern over the device because this device has a known problem not recognizing the SIM cardHowever, it is working now and I am satisfied

Initial Business Response /* (1000, 5, 2015/04/22) */
Our Assurance Team is looking into the customer's case and will reach out via email or phone call in the next to business hours
Initial Consumer Rebuttal /* (3000, 12, 2015/06/17) */
The issue is still openThey called
the vendor and requested his business licenseThe vendor let me a message that he will not furnish a business license as he has not requirement to do so to Square Trade as they are not a customer
What I find to be unfair is Square Trade claims on its web site that you can get the repair done and supply them with the receipt
Then Sqaure Trade said the receipt was not acceptableVendor uses Quick Books
Then they said they wanted his business license
These SHOULD HAVE BEEN requirement UPFRONT - not after the service
So Square Trade took my money for the warranty then they wont pay for the warranty service
Final Consumer Response /* (4200, 16, 2015/06/23) */
SquareTrade Cancels Contract As Mistepresemtation
I have been trying to get an iPad reversed for monthsThey sent me an *** authorizing me to get the work doneSo I got it done and sent the invoiceThen SquareTrade says they could not verify it So the owner of the company accepted their callThey want his business license number and tax isWell his is apparently a doing business as
So know they won't pay at all and I'm out hundreds
If they require this information it should have been part of the authorization requirements upfrontTelling me after the fact helps nothingI even said that like telling me to get my heater fixed then telling me unless he was certified you won't pay
SqairrTrade does not ever call and now because we're in a disputed since I called Wesco they cancelled all my warranties
I will be filing a law suit and notifying the state of Georgia insurance department
This is the ONLY claim I have
When myb2nd iPad died and they told me to get it fixed I opted and said I'll sentd it to them but they won't let me do thatThey tell me to go to Genuis Bar which is Apple and pay upfrontI'm not shelling out money twice
So my claim is that squareTrade does not comply with the warranty provisions thus a breach of contract
Final Business Response /* (4000, 14, 2015/06/23) */
Our Assurance Team has emailed the customer regarding this issueThat department can assist with any concerns if the customer replies back to that emailThe team will reply within to business hours once the reply has been received

Initial Business Response /* (4000, 8, 2015/07/01) */
We are sorry the consumer's device failed
Our guarantee states the device will be repaired in less than days or your plan is free and we will refund the warrant price, not the price of the deviceWe have refunded the warranty price
to the consumer
In this case the unit was deemed beyond economic repair and we paid the consumer the price paid for the device as well
Initial Consumer Rebuttal /* (2000, 10, 2015/07/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
also as of X-X-XXXX square trade not only gave me the total price of the laptop,they have also sent me a check for for the price I paid for the warrantyI am very satisfied and will buy their warranty service again

Initial Business Response /* (1000, 14, 2014/10/14) */
It is unfortunate the customer had such a negative experience with SquareTradeAs it is shown in the Terms and Conditions of the warranty we do refer the customer to the manufacturer if there still exists a manufacturer's warrantyIf
the customer has an issue after contacting the manufacturer then we would help the customer file a claim with usFor this reason we start the warranty on the day of purchaseAlso we are in place to cover issues that the manufacturer does not cover, i.eshipping costs for repair
Initial Consumer Rebuttal /* (3000, 16, 2014/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I purchased the Square Trade warranty so I wouldn't not have to deal with manufactureand per my Square Trade warranty I am covered from day one to use my warranty
not get denied when I have already paid for this warranty
As I stated and it's also on file with Amazon , Amazon supervisor noted in my file he believes from what my warranty states my keyboard should have been repair with no questions asked
My wife and myself demand our full money back from all the warrantees not half not a partial back as not honoring the keyboard warranty shows you are in breach of contract taking money and denying service that your company says it will perform with a starting date , then telling the paying customer
we will not fix item Is Breach Of Contract
I hope the Revdex.com can see and understand that square trade breached a binding contract with me
I ask that Square Trade look up our account and issue full refunds for all our warrantees
I printed out the Amazon contract and logged into Square Trade and printed they contract and I have already contacted a free consultation attorney
to peruse this matter
I am hoping to show people that big companies cannot take your money and not supply service , And I believe we can show this with Amazons notes on file
of this case
Final Business Response /* (4000, 18, 2014/10/28) */
As we stated before we are willing to work with our customers if they have issues with dealing with a manufacturerWe have proven our willingness to work with this consumer and approved this claim for a full payoutIt is unfortunate that the supervisor with the retailer did not help the customer further by contacting us, allowing us the opportunity to resolve the consumer's issues
In regards to the pro-rated refunds on the existing warranties it is stated in our terms and conditions when a warranty is cancelled we will not offer the full refund of the warranty if cancelled after daysAt that time the warranties will be refunded on a pro-rated basisHowever, in this case, we are willing to work with the customer to refund the full warranty amount as a show of our willingness to work with our customers
Final Consumer Response /* (4200, 20, 2014/11/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
These amounts and number are from Square Trade web site what they said they would refund me
After breaching a legal contract and not repairing my item
Roberts Account
Purchase Date Item Price order number From Square Trade
2/14/Tablet $119.XX XXXXXXXXXXXX
6/17/Electronic Item $29.XX XXXXXXXXXXXX
8/5/Electronic Item $59.XX XXXXXXXXXXXX
10/17/Electronic Item $49.XX XXXXXXXXXXXX
11/3/Electronic Item $4.XX XXXXXXXXXXXX
11/20/Electronic Item $4.XX XXXXXXXXXXXX
11/27/Kindle $29.XX XXXXXXXXXXXX
11/3/Electronic Item $4.XX XXXXXXXXXXXX
Jaymie account
1/10/Keyboard $5.XX XXXXXXXXXXXX
6/14/stereo receiver $17.XX XXXXXXXXXXXX
12//Electronic Item $6.XX XXXXXXXXXXXX
Adding these totals up I get about $
________________________________________________________________________________...⇄ /> So far received
At this time I have receive two checks (#XXXXX amount $issued Oct 6) (#XXXXX amount $issued Oct )
I have receive in my checking account 102.52+tax refunded on
my Amazon credit card I closed has receive two deposits of $+ $)
this totals $
I have also revised an email from SQT saying they refunded $to a visa card ending in *** but I will not be getting that as we don't know which company it is and don't have a card with that number?
So it looks like we have a big difference of $
I was on the phone with *** 11/3/from Square Trade today to try and clear everything up but he explained he doesn't have access to some departments to see everythingBut he was able to close two more accounts that were not closed when I asked them to, in my first email to the Revdex.com, so I am very grateful to *** for trying
I have received a letter stating they want to honor my request and refund all my warranties in full but I am sorry to say that they haven'tInstead of closing this matter and sending a one-time total check they have sent one check on one date another on another date and so onIt's like nickel and dime me back my refund and it's not even the correct amountI have all the emails from Square Trade and printed every deposit and letter sent to prove this which I will be happy to produce if you would like, even bank and credit card prints showing the deposits randomly coming in
Now I ask that someone in authority, that has the power to take care of this matter, call me, as I have sent emails back to Square Trade requesting someone to contact me and I included my phone number with reference numberTo date no one has answered my emails nor has anyone called me
Today I called and talked with *** which helped only a bitSo I am trying; but it seems I am the only one and I am literally jumping through hoopsI think I should send a copy of this letter to Amazon to let them know how a customer has been treated since they advertise Square TradeThey are in breach of their (Square Trade) own contractThey are not refunding me properly, and this is causing undo stress on me and my wife
Everything here is correct as of today 11/3/
Thank You
*** & *** ***

Initial Business Response /* (4000, 8, 2014/11/04) */
We are sorry that the consumer had the bad experience with the replacement laptopOur Terms and Conditions state that we can replace a unit at our discretion and that unit is guaranteed to have no failures in daysThe consumer had
issues within those days but did not report them to us within the allotted time periodWe did understand the consumer's circumstance and made an exception and paid the consumer the replacement value of the laptop
Initial Consumer Rebuttal /* (2000, 10, 2014/11/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/04/07) */
We are sorry the consumer had a delay in their reimbursement
According to our records the payment was processed on March We do not know why the payment was not deliveredWe have resent the payment overnightAccording to the
shipper's record the check was delivered on April
Due to the delays the customer experienced we have refunded the warranty price as a gesture so that the consumer will feel better about dealing with SquareTradeWe have contacted the customer to let them know we are doing this

Initial Business Response /* (1000, 5, 2014/06/17) */
Hi ***,
I am *** ***, the Resolution Manager at SquareTrade
I am sorry for the confusionOur warranties are based on a limit of liabilityAny repairs that we perform for you is deducted from your coverage amount
You
should have been notified on your last repair that the coverage has been used upI apologize that this did not happenI'll have a senior agent contact you to offer a resolution that for you
If I can be of any service, please contact me at ***@squaretrade.com
Regards,
*** ***

Initial Business Response /* (1000, 5, 2015/02/19) */
We are sorry the consumer had an issue with their device
In this case the repair depot had a breakdown in their systems and the wrong phone was returned to the consumer
Due to the issues the consumer faced in processing their claim
we will have the consumer return the phone to us and we will reimburse the consumer the purchase price of the iPhone and refund what the consumer has spent for the warranty at this point because they purchase the warranty on a payment plan
As per our Terms and Conditions we will reimburse up to the purchase price of the item being warrantiedWe cannot reimburse more than the warranty coversAlso our Terms and Conditions does not allow for the purchase of a higher price item that is a different model of the phone that is under warrantyWe also never authorized the consumer to purchase a replacement phone
We are in contact with the customer to ensure the refunds are made
Initial Consumer Rebuttal /* (3000, 7, 2015/02/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have warranties with Square Trade, one is for the iPhone that is the subject of this complaintConsidering that Square Trade had my phone for several months, not purchasing a replacement was not a realistic optionThere is never an option to speak with a manager without a to hour delay and I don't know anyone who can go without a phone days much less months
Lastly, I am not paying to ship the phone back to square trade and should not have to wait for my money any longerI want my money for the phone, warranty, and deductible now
The iPhone I was sent in error has a label that says "per Apple" the phone is dead and cannot be repaired, there is no reason this phone should affect my warranty claimI
was told a shipping label would be sent after the rep I finally spoke with got approval to pay my claim but this did not happenIf you send a call tag, I will be *** to give that to the ups or fedex driver
Regarding my other warranty, if I ever need to use it, I'll call Revdex.com much sooner if there is a problem
Final Business Response /* (4000, 9, 2015/03/09) */
We are sorry the consumer had the issues they experienced
We are processing a claim for a full payout of what the consumer paid for the deviceAs per our Terms and Conditions we cannot payout more than what the warranty coversWe have provided a pre-paid shipping label in an approval emailWe have also offered to refund the amount the consumer has paid for the warranty up to this pointWe never have our customers pay for shipping
We are waiting for the returned phone so we can reimburse the consumer what they paid for the phone
Final Consumer Response /* (2000, 11, 2015/03/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am accepting this offer because I am tired of dealing with this organizationI feel they should have taken care of this claim without screwing with me for months and I will probably never recommend them to anyone for warranties in the future
I will also note for the record, I also had a claim on my iPhone that Square Trade has not lived up to their expectationsI was asked to pay my deductible, pay to replace the phone, tuen wait for payment from Square Trade
Finally after calling Revdex.com, estimated hours on the phone, I finally got the warranty coverage I paid for on two phones
Thank you ***, train those reps to be nice to people,

I had a clam with Square Trade with an I Phone that was damagedFor unknown reasons beyond my control I could not process the clam on line, in turn I had to call "customer service" or in my case the lack of itFirst when I called multi able times the calls go to Pakistan with operator names like ***, *** and ***...really? I don't think that's their given birth name but that's beside the pointThe problem is they do not have a clue what's going onFist they told me to go to the Apple store...that's great but the closets Apple store is four hours one way after explaining to them that will not work for me.They agreed to send a phone to me that's great...but it was the wrong phoneI had a Space Grey with black face I was sent a silver with white faceOnce I received incorrect phone I called again talking to "***" in PakistanHe tells me to activate the phone and use it and they would send me out the correct phoneI knew not to do that so asked to speak to a supervisorThe supervisor told me to send both phones back my broke phone and the new replacement that was not the correct phone oh and the supervisor said" If you read the agreement with Square Trade it has language that they will replace close to what you had" That's like your auto insurances company saying after a accident yes your car is red but we got a great deal on blue paint so we are going to have the body shop paint your car blueI guess I should of had a lawyer read over my agreement with Square Trade but if I could afford to do that I would not worry about insurance on a phoneSo after waiting for my second replacement phone Square Trade charges me for not sending the broken phone to themI called back and finally got a lady in the USA that after about an hour she sent me the proper phone and I sent the broken phone backI have not been credited my yetI'll wait and see what happensI am not very happy with Square TradeDoes *** *** *** *** *** *** *** know what they are really advertising?
I received the same replay everyone else received:
"I'm really sorry to hear you are unhappy with us & I'd like to get this resolved immediatelyPlease send an email to Include "Help from Trust Pilot" in the subject line, your contact information & concerns in the body of the email.^BF " I sent my contact info to the email they provided me
As of 5/6/I have not heard from Square Trade and most of all no
refundAS of 5/10/Still no refund!

I am very upset with the lack of customer service I have not received from Square Trade Furniture Protection Plan
I bought a $*** Office chair from *** year ago, the leather is coming apart
I contacted this company back in October and got the run around till NovemberI was told the year manufacture warranty was still in effect and they could not do anything at this time"Not True"
So in December I was told by the poor customer service rep, that my new chair parts will be mailed outNow we are at the end of January and I can't even get a return e-mail from the CSR
I am now to the point of contacting *** and have them refund my money and they can deal with ***
I also encourage any to add the review to ripoff reports and file a complaint with the Revdex.com and there local consumer A fairs office

Initial Business Response /* (1000, 5, 2014/12/10) */
We are sorry the consumer is experiencing this issue and can understand their frustrationThe warranty that was sold by the reseller has only a maximum coverage of $74.99, what is being offered as a payoutWe did not sell the warranty
to the consumer, it was sold by one of our resellers
The reason a payout was offered and not a repair is that based on our experience the items in the price range of this item are not repairable for less than the warranty coverageWe will contact the consumer with some possible options to have the claim resolved

Initial Business Response /* (1000, 5, 2015/07/14) */
We are sorry the consumer had delays in the refund of their warranty
We do not know why there was a delay in the processing of the refund for the consumerWe have since refunded the consumer via Paypal and the payment was completed on
July
Initial Consumer Rebuttal /* (2000, 7, 2015/07/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/08/12) */
We are sorry the consumer had issues with their device
Based on the day guarantee we refunded the warranty price as per our policy regarding the guaranteeThe day guarantee does not state that we will refund the item
price
Sometimes the chargers do get lost and we try to replace the chargers with compatible chargersThe first charger we sent did not work properly so we do offer the consumer to purchase a charger locally and we will reimburse themThe advantage of this is the consumer can test the charger and confirm it will work for them as this would be the fastest resolution
The customer did not want to put in the time to do that so we offered a purchased replacementWe contacted the manufacturer and they sent us photos of the available chargers that they not have for the model of computer the consumer hasThe consumer stated that the charger does not look the same, therefore would not workWe told the consumer that this is the charger the manufacturer recommends for this model as the original charger is no longer availableWe are not able to order the charger from the manufacturer so we have offered to send the money needed to purchase the charger of his choiceWe are waiting the consumer's reply
Initial Consumer Rebuttal /* (3000, 7, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Note I have kept copies of ALL emails and correspondence with squaretrade and they are not telling the truth in their response
Eventually they did refund me the warranty money, but it was not because they took over a month to repair it, it was after I had contacted them repeatedly over months requesting they return to me me the correct charger and then it was not until I threatened to report them to the Revdex.com did they actually do anything
I spoke with a man named Oliver in February who informed me that they have extras of the power supply in their repair facility and will send it to meThey never didI started calling them and then emails and calls were not replied toAfter months passed * contacted their corporate headquarters and threatened to report them was I then offered a refund
The charger they sent me was used and for a completely different computer with a different type of connectorThey then followed up in emails from them stating they are not able to purchase directly from Lenovo
They in their emails wrote me they are only authorized to purchase from Amazon but Amazon does not carry the model
First in their emails they wrote I should purchase the charger myself with my money from Amazon and they will reimburse meI had informed them in writing that Amazon does not carry it and that it is only available from the manufacture
I exchanged emails with square trade for months, with most never replied to and then on my own contacted the manufacture to buy itI was informed in may that they just ran out of stock and would take a monthI in emails notified square trade of this
A month later square traded wrote in an email they also contacted Lenovo and can not get a replacement from the manufactureThey said when it is available to contact them
When it became available from Lenovo I contacted squaretrade in multiple emails informing themI got no replyI contacted them times before they finally replied
They then wrote they are authorized only to purchase it from Amazon and are not authorized to purchase from the manufactureI followed up with several emails to square trade that were never replied to
I then threatened to report them to our state's Attorney General Consumer Protection department if they do not resolve this and then they wrote they can't help me and to take it up with their legal team
Then a few weeks later I filed my Revdex.com complaint and informed them I had done thatThey wrote and informed me that they will send me the money and I can purchase it myself from Lenovo and asked if it is acceptable
I replied a month ago that it is acceptable and so far I have not heard backI wrote a second time and got no replyI resent the email again today
Clearly their response to you is a complete lie and I have kept copies of all correspondence and emails that I can provide copies of if needed
Final Business Response /* (4000, 9, 2015/08/24) */
We are sorry the consumer had such a poor experience with SquareTrade
After much delay and miscommunication the consumer has finally received compensation for a replacement AC power adapter
SquareTrade has learned some things in this experience and will apply it to our training

Initial Business Response /* (1000, 5, 2015/05/13) */
We are sorry the consumer had issues with their device
We had to ship the camera to the manufacturer so they could repair the deviceThis made the repair fall outside of our day guaranteeWe have refunded the consumer the warranty
price
Our Terms and Conditions do not guarantee a repair within any time frame, we will refund the warrant price if we cannot repair an item that has been in our repair facility for more than daysAs stated we have done so in this caseThe only information we were able to get for the repair was that the repair depot sent it to the manufacturer for repairWe were unable to get additional information from the manufacturerThe camera has been repaired
According to our records the consumer should receive their repaired camera today

Initial Business Response /* (1000, 5, 2015/06/11) */
We are sorry the consumer had issues with their warranty
At the time of purchase the consumer is asked if the item was purchased within days or if they had coverage through the carrierThe receipt, which is required to process a
claim, that we have on file shows the original purchase date, not documentation that the consumer has coverage through his carrierFor that reason the warranty was cancelled
In this case, after communicating with the consumer, we found that an original receipt was requestedAlso the original receipt indicates that the consumer did purchase coverage, which could also indicate that the consumer had coverage at the time of purchase
We have communicated with the consumer and are going to reimburse him what he had paid for the warranty up to this point and will reimburse him for the repair costs they will incur for their current issue
Initial Consumer Rebuttal /* (2000, 7, 2015/06/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Their response is reasonable but the process I've been through is notIt took bringing in the Revdex.com for them to own up to scamming meI heard about this company on the Rush Limbaugh radio show and Rush advertises how much cheaper and better Square Trade isBetter at What? If they're selling insurance and I want to buy the insurance, What is all of the complicated nonsense about? I still don't understand what HappenedI do really appreciate the Revdex.comI really have no intention of taking the time to send these people my receipt for my phone repair which was done by the ubreakifix companyThey seem very reputableIn the future I am going to self insureThank you again Revdex.com!

Initial Business Response /* (1000, 5, 2014/11/18) */
We are sorry the consumer has had a bad experience however we following the procedures set up in our Terms and ConditionsWe do not replace items, we reimburse customers the price they paid for the item up to the value of the warranty
This is the reason we ask for the receipt to ensure that the consumer is being paid the correct amountThe consumer also is referring to claims in the pastWe have no previous claims on file with this consumerThey may be referring to a previous warranty company the retail location was usingIn this case we will make an exception and reimburse the customer the retail price of the item, $as listed on the receipt and refund the warranty price, $The customer is also asking for sales tax refundAs per Terms and Conditions warranties do no cover sales tax

Initial Business Response /* (1000, 5, 2014/05/05) */
Hi ***,
I am *** *** the Resolution Manager at SquareTrade
I am sorry for the delay on this refund for youI'll address these issues with the agents involved
I did check with accounting and was able to confirm the check
was sent out
Please let me know if you still do not have the checkIf that's the case, I can do a resend for you
Thank you,
***
Initial Consumer Rebuttal /* (2000, 7, 2014/05/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)