SquareTrade, Inc.

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

Initial Business Response /* (1000, 5, 2015/06/09) */
We are sorry the consumer had issues with cancelling their warranty
This should not have been an issueThe only possibility is that the Specialist was not able to confirm the consumer as an authorized user on the account and therefore
did not have permission to cancel the warranty
We were able to communicate with the consumer and confirm their statusThe warranty was refunded
Initial Consumer Rebuttal /* (2000, 7, 2015/06/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I spoke with *** who took care of everything he gave me my full refund back

Initial Business Response /* (1000, 6, 2014/07/07) */
Hi ***,
I am *** ***, the Resolution Manager for SquareTrade
I am sorry for the delay on this repairIt looks like the original repair shop we assigned your case to was not available to handle your repairWe've re-assigned
the case and the new service should be able to help you get this resolved right away
Please contact us if you haven't received a visit by later today
Regards,
*** ***
Initial Consumer Rebuttal /* (3000, 8, 2014/07/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not recevied one call and no one has apoligized or tried to make it betterIt's been days and still I have no service
Final Business Response /* (4000, 10, 2014/07/17) */
Hi ***,
I'm sorry for the delay, we are sending out a tech right awayThe repair required that we order a part to complete and the part shipment is holding up the repair
According to the repair notes, the part has arrived and we should be repairing your unit right nowI'll check with the shop to make sure this is resolved
Thanks,
***
Final Consumer Response /* (4200, 12, 2014/07/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The orginal repair guy came on July 2nd and informed me what needed to be replaced and then returned with the parts this past Tuesday July 15thNot once did square trade communicate with me and for them to update me on whats going on after it happensed further shows they just don't care

Initial Business Response /* (1000, 5, 2015/12/17) */
We apologize for the issue the consumer experienced with their device
Since the consumer's device is not repairable, the claim will be paid out
For the inconvenience the consumer experienced we are issuing a refund to the consumer for
their warranty
Initial Consumer Rebuttal /* (3000, 7, 2015/12/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will close this complaint once all payouts and refunds are finalized
Complaint Response Date bumped because: Holiday
Final Business Response /* (4000, 9, 2015/12/30) */
The consumer confirmed as of 12/30/the reimbursement check has been received and the complaint is resolved

Initial Business Response /* (1000, 5, 2015/10/22) */
We are sorry the consumer had issues with their device
There was some miscommunication between the consumer and the specialist resolving the claim
Management has followed up with the specialist to ensure this does not happen
again
The device has been repaired and shipped overnight to the consumer
For the inconvenience that the consumer experienced, we refunded the deductible
Initial Consumer Rebuttal /* (2000, 7, 2015/10/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/12/03) */
We are sorry the consumer experienced these delaysWe cannot explain why these delays happened, however it is not at all to our advantage to annoy customers and it is not our intentThe payment was processed to Paypal on November We
will confirm that the Paypal account we credited was the correct account
We feel that the customer should not have received these types of delaysWith that in mind we will reimburse the consumer's deductible and refund the warranty price as a gesture that we are willing to work with the consumerWe will not be able to reimburse the consumer for time spent following up on this claim
Initial Consumer Rebuttal /* (2000, 7, 2014/12/05) */
Hello ***:
Company has since reimburse my repair bill So, I consider this complaint being resolved
Thanks,
*** ***

Initial Business Response /* (1000, 5, 2014/04/29) */
Hi ***,
I am *** ***, the Resolution Manager at SquareTradeI am sorry for the confusion, but it looks like some of your warranties had been transferred to your son, ***'s, accountThat might have caused an issue with our
agents locating the warranties properly
I see that we have warranties, active, under his accountAnd three under your accountThat makes warranties I can identifyIf you can contact me at XXX-XXX-XXXX x *** I'd like to work with you on finding the remaining that you've referenced
We offer different levels of coverage at SquareTradeWe offer our standard coverage which protects against manufacturer defects and malfuntions to our extra ADH protection, which covers for accidental damageThe warranties that I've been able identify do not have damage protection, so if all of the tablets that you're claiming on have damaged screens, we would not be able to assist in getting the units repaired
You've already requested and have been approved for refunds for the money you paid for the three warranties under your nameUnfortunately, that is the extent of what we can offer on physically damaged tablets under these warranties
If you have any questions or concerns, please contact me by phone or email me at XXX-XXX-XXXX ***
Regards,
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2014/04/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I read thier warrenty and it stated that they fix accidential damage caused by the person useing the tablets, as *** *** stated in his answer aboveThe Insurance was under *** ***, under *** *** under *** *** under *** *** Either return my monies or replace the tablets*** ***
Final Business Response /* (4000, 14, 2014/05/15) */
Hi ***,
As I've already explained, your tablets are not covered for physical damageWe will not be offering reimbursements for your damaged tablets
I can offer you refunds on your warranties since we can not assit you with these issues, but unfortunately, that is all we can offer
Regards,
***
Final Consumer Response /* (4200, 11, 2014/05/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I believe I was mislead in regards to your Insurance CoverageI READ THE ONE I PURCHASED AND IT STATED THAT MY ISSUES WERE COVERED
Consumer Response /* (3000, 24, 2014/06/12) */
The least you can do is have them refund all my money for the tablets not just for one which I have not seen in my checking account yetThey were sent the account numbers for all of them

We are sorry that the consumer had issues submitting their invoice.Under circumstances a claim is only open for days and then is closed due to inactivity, because this did not happen and was messaged that your claim was still open we are making an exception to go ahead and complete
the claimThe consumer should be receiving The reimbursement in a form of a check within the next to business days

Initial Business Response /* (1000, 5, 2015/04/07) */
We are sorry that the consumer has had so many delays in trying to get their printer repaired
As we found out the contact information we had on the account was incorrect and the technician assigned to repair the printer has not been
able to contact the consumer to arrange for a repairAlso the email we had for this warranty was not the email that is listed on the complaint so no one had seen the emails the consumer was trying to send to us
Using the information on this complaint we have reached out to the consumer to see how they would like to proceedWe are refunding the consumer the price of the warranty based on the poor service they have experienced
We are emailing the consumer to see how they would like to proceed
Initial Consumer Rebuttal /* (2000, 7, 2015/04/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They apologized and admitted that they gave terrible customer service and offered to completely reimburse us or to have the product repaired at no cost to us

Initial Business Response /* (1000, 5, 2015/04/21) */
We are sorry the consumer had issues with their device
Based on what we have found regarding this claim the consumer filed a claim with our reseller and not usThe only thing the reseller can do in this case is to have the warranty
cancelled and have us refund the warranty price
This is an ongoing issue with our reseller that we are addressing
In this case we will process the consumer's claim
Initial Consumer Rebuttal /* (2000, 7, 2015/04/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will have the tablet repaired locally and forward the invoice to them for reimbursement

Initial Business Response /* (1000, 6, 2015/01/28) */
We are sorry the consumer has problems with his TV
It is SquareTrade policy that if a claim has been placed during the warranty we would not deny the claim based on the end of the warranty as we will resolve a claim even if the
resolution finishes after the warranty has expired
SquareTrade also has a no lemon policyIf an item fails times for the same reason within a year we will reimburse the customerOur records show that this TV would qualify for thatWe are in correspondence with the consumer so that a claim can be filed and the claim can be resolved
Initial Consumer Rebuttal /* (2000, 8, 2015/02/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
*** from Squaretrade reached out to me and mentioned that they would arrange for an in-home repair and he would personally follow up with the repairThe very next day I received an email that Squaretrade will be refunding the full purchase price of the television under its stated "no lemon" policyThey sent me checks totaling the purchase price of $2,
The issue had been handled ethicallyI am surprised by the response after filing the complaint with the Revdex.com, having had a very hard time in reaching out to support
Overall at the end it was dealt very professionally

Initial Business Response /* (1000, 5, 2015/12/14) */
We apologize the consumer experienced issues with their deviceOur records indicate a resolution has already been providedThe consumer will be reimbursed for the device and for the inconvenience we will be refunding the consumer for
his warranty

We are sorry for any issues the consumer had during their reimbursement process. When the warranty was initially canceled, the warranty cost was refunded back to the re-seller account from which it was purchased. Since the consumer wanted their reimbursement via check we
have processed and mailed a check for the warranty cost

Initial Business Response /* (1000, 5, 2014/11/05) */
We are sorry the consumer had a bad experienceWe did reimburse them the replacement cost of the unit as is stated in our Terms and ConditionsThis payment of was made on 10/Our Terms and Conditions do not provide for
compensating consumers for inconvenience they had because of the claim process
Initial Consumer Rebuttal /* (3000, 7, 2014/11/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
At minimum, I expected SquareTrade to at least send me the amount that was emailed to meIn error or not, I received an email stating I was to receive $for my payoutWho holds a company accountable to their "errors"?
Their terms and conditions may not provide for compensating consumers for inconvenience, but I did everything asked of me as a consumer making a claim, yet they continued to send my replacement phone to an address different than what I had discussed with them either by voice or email, as I have the email proving this
SquareTrade needs to learn to do what they say via email, or just no longer send emailsA company simply cannot go back on its word or change policies in a claim procedure without letting a customer know of these changesThis company needs to be held accountable and I am requesting that they pay the $they did not that their own email stated, as well as $for reimbursement for mileage traveled due to SquareTrade not doing as they agreed via phone and email
Final Business Response /* (4000, 10, 2014/11/10) */
Upon further review the consumer did have documentation showing what we would be paying outWe are in communications with the consumer to let them know we will be paying the difference

Initial Business Response /* (4000, 8, 2015/11/12) */
We are sorry the consumer experienced issues with their device
The consumer purchased the protection plan three months after the purchase of the itemPer the policy on the SquareTrade purchase page, "Coverage only available for new
major appliances bought in the past days"
Based on the policy we will not be able to cover his itemHe has been refunded $for the full warranty price including tax
Initial Consumer Rebuttal /* (4200, 10, 2015/11/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept because when I purchased the warranty SquareTrade requested I provide a receipt which I did and they were fully aware I was past the day period but still confirmed everything was in orderAlso the full purchase price is $including taxes and I still have not received my refund till this day

Initial Business Response /* (1000, 5, 2015/08/12) */
We are sorry the consumer had issues with their device
The consumer was informed by the specialist that we could process a claim if the consumer did what the specialist told them to doThe consumer complied with the request but their
claim was denied
It is not in our Terms and Conditions to allow for what the specialist told the consumer and that is why the claim was initially deniedWe were able to make adjustments, make an exception for the consumer and process the claim to get the consumer a replacement phone
As a courtesy we have waved the deductible requirement
We have spoken to the consumer and they are satisfied with the resolution
Initial Consumer Rebuttal /* (2000, 7, 2015/08/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 8, 2014/10/01) */
We are sorry the customer has had a delay in the repair of the unitAs per the Term and Conditions the day guarantee applies to the initial repair which was completed within days, from the day the unit was received at the repair
depot to the day it was shipped from the repair depotShipping times and delays are things that are out of our controlThe second claim that we processed as a rework was also repaired within daysThe Terms and Conditions also state that the item must have three repairs attempted before we can do a payoutThe customer did not file the third claim

I purchased an iPad from Costco and an insurance policy for dropping it from Square TradeI dropped it, called CostcoThey got all the info and connected me to Square Trade ST said Costco sent them a copy of a receipt showing I purchased it and another receipt showing I returned itI called Costco back and they said they didn't send ST a receipt and connected me to ST againAfter another mins of the runaround I got fed up told ST to shove it and hung upI think their tactic is to get you so frustrated that you give upIt worked on meDon't ever buy a Square Trade warranty

Initial Business Response /* (1000, 6, 2014/11/03) */
We are sorry the consumer experienced such a delayWe cannot control how long a repair takesThis is sometimes based on parts availability that we have no control overOur five day guarantee says that if we cannot repair the unit
within business days we will refund the price of the warranty, which we didWe cannot guarantee how long a completed repair will take so we only payout a consumer if the unit is in repair for business daysThis consumer was so close to the day period that we did reimburse them the cost of the unit
Initial Consumer Rebuttal /* (2000, 8, 2014/11/03) */
this complaint has been resolved satisfactorily

We are sorry for any delays experienced during the claim process.Squaretrade had experience an issue with a number of checks that were processed for our consumers, we apologize for the inconvenience and the issue has since been correctedSquaretrade has been proactive in providing
additional checks if necessary, as well as processing refunds for any bounces checksOur records indicate reimbursement checks have been sent to the consumer for the additional fees and the original payout