SquareTrade, Inc.

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, 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, 2014/05/07) */
Hi ***,
I am *** *** the Resolution Manager at SquareTrade
I am so sorry for the hassle you've had on your two claimsI will certainly follow up with our inventory team for cellphones
I am going to have a senior claims
agent contact you today to help you get this resolved
Please let me know if I can be of any assistance too, my email is ***@squaretrade.com
Regards,
***
Initial Consumer Rebuttal /* (2000, 7, 2014/05/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They handle it very professionallyMy family now has been made whole money wiseVery pleased

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,

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.)

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, 2015/06/23) */
We are sorry the consumer is had problems with their device
Upon reviewing the consumer's history we also feel that the device in not repairableWe are paying out the consumer the amount they paid for the unit and have increased the
payout because the warranty that was sold to the consumer did not cover the full price of the deviceThis was no fault of the consumer and that is the reason we are covering the full price of the device
Initial Consumer Rebuttal /* (3000, 7, 2015/06/25) */
Hello,
I am in the process of resolving this with the companyI will respond again once everything is completly resolved
Thank you
*** ***
Final Consumer Response /* (2000, 9, 2015/06/30) */
Ms***,
I received payment on my claim from square trade and this matter is resolved to my satisfaction
Thank-You
*** ***

Absolutely amazing!! I must say that I haven't had any service as quick, easy, and friendly pricedI never buy warranties, but seeming that I've damaged my previous smartphone a million times I decided it was a good ideaI purchased an Ipod 32gb from Ebay with the square trade warranty, an additional $for a two years extended warrantyIt covers pretty much any accident, which they really lived up toOne night, while my Ipod was on my desk, a candle spilled over and wax got everywhereLittle did I know the wax had spilt onto my Ipod and into the speakerI found out when I woke up the next morning and my ipod was very low and muffled from wax getting insideI called Apple who suggested it could not be fixed without their $warrantyNext, I called square tradeI was informed to have a repair shop fix it and be reimbursed, or send it into themI sent it into square trades repair shop, and got it back very quicklyIt was back to factory default, so keep that in mindYou really want to back up everything because you wont be warned in advancedI was able to just sync to ITunes and get everything back just as beforeMy speakers, brand new again and it sound greatThank you, could be more happy with your service!!!!

Initial Business Response /* (1000, 5, 2015/06/30) */
We are sorry the consumer had issues with their device
The claim should have been processedWe don't know why it was not approved and are reviewing the process to confirm that this does not happen again
We have approved the claim and
the consumer should receive their phone in the next - days
Initial Consumer Rebuttal /* (2000, 7, 2015/07/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We filed our case with Square Trade on May 23, Thanks to the intervention of the Revdex.com, we finally received a replacement phone on July 9, 2015! The response to our complaint filed with the Revdex.com was not from Square Trade, but from Consumer CellularWe bought the phone from Consumer Cellular and paid them the monthly warrantyI got stuck on hold for minutes waiting for a repat Consumer Cellular to activate the replacement phone once we got itKeep in mind that we had to go through all this drama for an $phoneWe did not get any sort of reimbursement for the monthly insurance fees or the minutes spent on hold which would have been niceAt this point it is not worth haggling over and we consider the case closed, all thanks to the Revdex.com

Initial Business Response /* (1000, 6, 2015/01/21) */
We are sorry the consumer experienced this issue
The account to which we made the payment was based on the information in our database and it was not the correct accountWe do verify the accounts during the claims process but in this
case we were incorrect
We are working with the consumer to correct the payment issue
Initial Consumer Rebuttal /* (2000, 8, 2015/01/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Per Square Trade they will be mailing a check with in the next 7-Business DaysI would like to keep this case open until I receive the funds via USPS mail

We are sorry for any issue the consumer experienced with their device
helvetica, sans-serif BACKGROUND->
As it turns out, the reason for the denial was due to the handle of the device physically breaking off and the description of the issue provided by the consumer, "Picking up the Roomba the carry handle broke."As the consumer detailed in our service contract, "WHAT ISN'T COVERED: There are notable exclusions to your coverage(Refer to the Protection Plan for a full list.) Accidental Damage: Unless you purchase ADH coverage, we don't cover items that are damaged accidentallyThis includes water immersion, drops, and spills."What this states is that any item that has been damaged due to handling that does not have "ADH coverage", is not coveredWe do apologize if different information was relayed but we would be unable to provide service on the deviceMoving forward, the plan has been canceled and the full purchase price of the warranty refunded as of ***

We are sorry that the consumer had issues with their claim.We were planning on replacing the consumer's device, but unfortunately our inventory team was unable to do soAlso because the consumer purchased a new device we have gone on ahead and reimbursed for the market value price of the
device and should be receiving the reimbursement within the next to business daysThis will also complete the warranty

Initial Business Response /* (1000, 5, 2015/03/10) */
We are sorry the consumer has such a delay in service
There was a failure in the process of assigning a technician to service the consumer's productWe are in contact with the consumer to offer another resolution of the printer
issue
Initial Consumer Rebuttal /* (3000, 7, 2015/03/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I told them that I do not want a technician what I want is my money back this has been going on since 02/23/
I have lost clients and money because of this and who is going to pay for thatI will never buy another HP product nor will I purchase warranties from square tradeI have also asked my family and friends to do so also
Final Business Response /* (4000, 9, 2015/03/26) */
We are sorry the consumer had issues with the repair of their printer
We have processed the customer's request for a payout and the payout has been processedWe have emailed the customer to let us know when he receives the paymentIf he did not receive the payment we will process a resend and have the payment sent in a faster method
Final Consumer Response /* (2000, 11, 2015/03/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/09/10) */
Hi ***,
I am *** ***, the Resolution Manager at SquareTrade
I am sorry for the confusion in this caseIt looks like FedEx did not get a chance to scan in your packageThe tracking number for you label doens't show any
activitySince the depot did not get your return unit, it charged that $fee
But we believe you did send it so we'll proceed with refunding you that $as an exception
If you have any questions or concerns, please don't hesitate to contact us
Regards,
***
Initial Consumer Rebuttal /* (2000, 7, 2014/09/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was able to get in touch with someone who refunded the money, appreciate the customer service

Initial Business Response /* (1000, 5, 2015/06/09) */
We are sorry the consumer had issues with their device
Our warranties cover hardware issues and not any software issuesAs is stated in our Terms and Conditions, "What is Not Covered" - "Damage to computer hardware, software and data
caused by, including, but not limited to, viruses, application programs, network drivers, source code, object code or proprietary data, or any support, configuration, installation or reinstallation of any software or data;"
In terms of a local shop not having the exact replacement part we can make an exception in order to get the device working, especially if the consumer is willing to pay the differenceWe are sorry that was not made clear by our specialists
Our depots will replace the hard drive with either new parts or thoroughly tested refurbished partsIn order to test the drive they will install a generic operating system
Due to the poor experience the consumer had and the misinformation they were told regarding replacement parts we are going to make a one-time exception and offer the consumer reimbursement for the installation of the operating system as well as a refund of parts used
We are in touch with the consumer to resolve these issues

Initial Business Response /* (1000, 5, 2014/10/07) */
We are sorry the customer had a bad repairWe have settled with the customer by offering a full payout to allow them to purchase a replacement device
Initial Consumer Rebuttal /* (2000, 7, 2014/10/09) */
(The consumer
indicated he/she ACCEPTED the response from the business.)
Square Trade has provided me with a full refund so I may purchase another devise

Initial Business Response /* (1000, 5, 2015/11/12) */
We apologize the consumer experienced issues with their device
In order to move forward with the claim we are requesting additional information from the consumer and we have yet to receive a reply
Initial Consumer Rebuttal
/* (2000, 7, 2015/11/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was finally able to resolve this problemThank you Revdex.com, without your help I would still be spinning my wheels

I was very excited to have a year warranty on my new deviceWhat a comfort to have a secondary line of supportThe day I called to ask about the issues I was having, I was advised that as the had a year manufacture warranty in place, SquareTrade's policy was that the manufacture covered would have to assist me in any issuesI was not advised this when I purchased the warrantyWhy would I have paid for a two year warranty then if the first year was worthless? I asked to cancel the warranty as I had bought my device days before along with the warrantyThe representative told me that it was company policy and that I would have contact HPI asked to speak with his manager in order cancel itI was put on hold for minutes and finally the representative put me on with ***The rep from *** advised in order to cancel or receive a refund I would have to contact another companyI thanked the *** rep, wrote down the number and then she got off the lineI had asked for the SquareTrade's employee ID number earlier in the conversationI had told him to connect me to his supervisor but instead he hung up on me after I asked for the third time to connect meThis was over a minute conversationHe had my account information pulled up and had verified my number at the start of our conversationHe could have contacted me back if it was truly in errorThis is some of the worst Customer Service I have ever receivedThey were as bad as dealing with a financial institution

Initial Business Response /* (1000, 5, 2014/10/01) */
We are sorry the customer is still having these issuesWe have told the customer that as per our terms and conditions we will have to attempt one more repair and if the unit fails we will do a payout
Initial Consumer Rebuttal
/* (3000, 7, 2014/10/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
the contract says if they cant repair in days they give me the money for the computer so I can buy anther! I said in the complaint*** the supervisor said he was sendin a box it has been a week and half and no box the box was suppose to arrive last friday!!! tomorrow is friday again that is weeks! the last time the person said they was sending box and they didnt so there was weeks wasted the 2nd timethey had the computer times!!! for this problem! there is no reason to send again and waste more of my time! I have caled to talk with supervisor about that I ahve nto recieved box and nobody will put a supervisor in phone! they to,d me a supervisor was going to call in hrs its days later!! no supevisor ccalled! they need to refund the $$ they are a horrible company that cant fix a computer and makes it worse then when it goes in! refund my $$ and stop scamming me! and wasting my timeI need a workign computer!
Final Business Response /* (4000, 9, 2014/10/07) */
We are sorry for the customer's experience and have reviewed this caseDue to the delay in repairs we have decided to reimburse the customer the price of the unit as is spelled out in our terms and conditionsIn terms of the delay of repair it is based on the time the unit is in our depot and does not include transit time, something that many times we have no control overThat guarantee is for the price of the warranty if the unit is not repaired in time, not the price of the unitHowever based on the bad experience the customer has had we will also refund the warranty price,

Initial Business Response /* (1000, 5, 2015/02/09) */
We are sorry the consumer is having these issues with us not finding his warranty in our database
The unique identifier on our accounts is the email addressThe email and the consumer name listed on this complaint does not have any
warranties with SquareTradeBased on the street address given, however, we are able to find an account with the items as the consumer listedOn that account the owner of the account is not the person who filed this complaintAlso the consumer who filed this complaint is not listed as being authorized on the accountWe try to protect our customers and do not allow changes on the account unless the person requesting the changes is authorized
The consumer needs to have the account holder change the name on the account or add the consumer as an authorized person and the complainant needs to identify the account by the shipping addressThe name on the account was the name transmitted by the retail locationWe have no access to the retailer's data base and would not be able to see who else is a member of that accountWe do not know what information was given when the warranty was found last year