SquareTrade, Inc.

Initial Business Response /* (1000, 8, 2014/09/02) */
Hi ***,
I am *** ***, the Resolution Manager at SquareTrade
I am sorry for the messaging on this caseI'll have one of our training team contact this store to correct this messaging
Our exchange program uses
remanufactured phones as replacement unitsDepending on inventory, some customers might receive new phones, but the program is mainly advertised as a replacement service with remanufactured partsThis is noted in our sales literature at the store
I can not address what was told to you previous to you at the store, but I would like to offer you a refund on your warranty due to the confusionI can not provide you with a new phone though, the unit you have should be completely functional and is a fair replacement
I unfortunate also can not reimburse you for the otter (box case?) as our coverage for you is only for the phone
If you have any questions or concerns, please contact us at your convenience
Regards,
*** ***

Initial Business Response /* (1000, 5, 2015/04/06) */
We are sorry the consumer had issues with their repair
Part of our depot's procedure is to turn on the equipment to see if there are any additional issuesThis is done as per procedure and the depot found an issueThe operating system
was reloaded to make sure that the unit would workThis was done without the consumer's knowledge as per the repair procedure
As the consumer did not want to have the operating system reinstalled and it caused a great delay in the final resolution we are going to pay the consumer out on the price of the unit
We have contacted the customer and they are aware of the resolution
Initial Consumer Rebuttal /* (2000, 7, 2015/04/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2016/02/17) */
We apologize for the issue the consumer experienced with their deviceThe printerhead was replaced by the repair shopAs stated in the warranty terms & conditions we do not cover buyer replaceable partsFor this specific make & model
the printerhead is a replaceable partAs as one time exception we will reimburse the consumer for the repairsThe consumer can expect to receive a check for the repair amount within 7-business days
Initial Consumer Rebuttal /* (2000, 7, 2016/02/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept the offer to refund me the cost of repair ($522.28), though they did not state itI am glad that they have decided to handle this manner in a more professional way than the experience I've had over the last several weeksOne point I must emphasize is that the warranty agreement I was given does not show any exclusivity to parts that were not be coveredIt clearly states that my printer is covered "100% parts and labor, no deductibles." This was followed in smaller prints by, "We've got you coveredYou pay nothing." I'm not sure what I'm missing hereTheir fulfillment of this warranty will help me rebuild my confidence in them because their warranty offerings are carried by most of the stores I do business withI'll be looking forward to the check within the next several daysThank you
Final Business Response /* (4000, 16, 2016/04/01) */
We apologize for the delay
We have reached out to the consumer to confirm the reimbursement process and should be receiving it within the next 7-business days
Final Consumer Response /* (2000, 18, 2016/04/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
While I'm accepting this business' proposal to reimburse me, please do not close this case until I receive the reimbursementReason for my request is based on the previous unfulfilled promise they made on Wednesday, February 17, promising to reimburse me in 7-business daysIt's been days now and nothing has happenedI will make sure I contact you if this "promise" comes throughI am still baffled by the way this company has continued to represent itself so negativelyThank you again for hanging in there with me

Initial Business Response /* (1000, 5, 2015/06/01) */
We are sorry the consumer did not receive the payments as promised
We don't know why this happenedWe have processed the reimbursement for the device and the check has been receivedThe refund of the warranty has been delayed and
the consumer should receive $by June Due to the poor experience the consumer had we are processed an additional $to refund the consumer the full price of the warrantyThis check will be expedited and the consumer should receive it by June
We are in contact with the consumer so they know when to expect the remaining payments
Initial Consumer Rebuttal /* (2000, 7, 2015/06/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After square trade received the complaint for the Revdex.com it was forwarded to *** CWho listened to the story, acknowledged the short comings in our situation and made sure the $check was on it's wayAt that point the $had been receivedHe also sent an additional $check to completely refund the cost of the warranty, which was above and beyondBoth final checks were received in the time frame promised, unlike previous attempts*** listened well and was sincere in his responsesHe was the first one in the experience to truly listen not just give me run around and try to hand off the matterI understand his job is to handle complaints once they have reached this level but he did so well and did not make it feel like he was in a hurry to check a box and just get it out of his hands

Initial Business Response /* (1000, 6, 2014/12/03) */
We are sorry the consumer experienced these delaysThe phones we send as replacement phones are tested, but sometimes items failWe did have the check shipped overnight once management was aware of the delays and according to our
records the check has been deliveredOur terms and Conditions state that we will provide, "a new or refurbished product" within hours "if available"We do feel the consumer had a bad experience and we will reimburse them the cost of the warranty as a sign that we are willing to work with our customers to provide better service

I have had to submit a claim on my phone times in the last year and I have had EXCEPTIONAL customer service every single time using Square TradeThe first time I had a couple of hiccups due to the phone being completely destroyed, they ended up completely waiving my deductible for having to call back a second timeIn this day and age it is so easy to report the bad experiences and unfortunately, it is surprising when we actually get great customer service from a large companySquare Trade's service has been so amazing every time that I find it necessary to let the world know!

Initial Business Response /* (1000, 5, 2015/03/31) */
We are sorry the consumer had so many issues with his laptop
We have since processed a payout of the laptop and a check should arrive to the customer so that the consumer will be able to purchase a replacement laptop
So that the
consumer will have a more positive feeling about dealing with SquareTrade we are also refunding them the price of the warranty
Initial Consumer Rebuttal /* (3000, 7, 2015/04/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We did not receive a refund of the warranty priceWe did receive the check for the purchase price of the computer but as of yet have not received any additional funds
Final Consumer Response /* (3000, 16, 2015/04/27) */
The check we received from square trade (that we paid for the extended warranty)that they said they were reimbursing...we deposited in our bank account....today we received a note from our bank that they stopped payment on it and WE WERE CHARGED US A $FEE....now we have to deal with that! More fun.....at expense of our time and money now
Final Business Response /* (4000, 18, 2015/04/29) */
We are sorry the consumer had issues with payment
We all thought the check was lost so we requested a stop payment on the check and sent a replacement check overnightThe consumer received the first check, which was stopped, after we agreed that we would send a replacement checkWe will reimburse the consumer the $fee charged by the bank as we did not explain the complete process to not have the consumer attempt to deposit the first check
The consumer should receive the $check in - business days

Initial Business Response /* (1000, 5, 2014/11/18) */
We are sorry the consumer had these issues with the warrantyWe would like to make the consumer whole by doing a payout on this claim and making sure he gets the full refund for his warrantyWe sometimes make mistakes but are willing to
work with our customers to correct these mistakes
Initial Consumer Rebuttal /* (2000, 8, 2014/11/19) */
Hi, I spoke to *** Cat Square Trader and he was most helpfulHe has fully resolved the refund issue concerning both the defective desk and the warranty
I would say he is an asset to that companyThe initial $which was taken out of my bank account had been restored back
I would consider this a meeting of the minds and fully happy that the issue has been resolved

Initial Business Response /* (1000, 5, 2015/04/16) */
We are sorry the consumer had issues with his phone
The options available to a consumer for repair do vary based on how the consumer purchased the warrantyOur policy for the reseller that the consumer purchased the warranty from does
not provide for an advance exchange phone
However the consumer did follow the correct procedure and was offered the option of an advance replacement phoneBased on that we will process the claim by sending the consumer a replacement phone and the consumer in turn will return the broken phone to us
We are in contact with the consumer to have this claim processed in that manner
Initial Consumer Rebuttal /* (2000, 7, 2015/04/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/07/01) */
Contact Name and Title: *** ***, Resolution Mgr
Contact Email: ***@squaretrade.com
Hi ***,
I am *** ***, the Resolution Manager at SquareTrade
I am sorry for hassle you've encountered on this caseBut I am unable to
find an account in SquareTrade's system for youIs the warranty under a different name or email address than what you've indicated? If so, please respond to this complaint with that info and I'll look into your case for you
I will do my best to help you resolve your repair in a timely mannerUnfortunately, we can not control how your service provider bills you for your service
I look forward to hearing from you
Regards,
*** ***

Initial Business Response /* (1000, 5, 2014/10/01) */
We are sorry the customer had this experience with usAs per Terms and Conditions we will overnight a phone, if availableWe did not have the phone available and that is the reason we suggested a local shop as opposed to sending the in
for repairIf we had sent it in it would have a turnaround of about - business daysAdditional delay of repair was based on availability of parts, something we cannot controlWe did finally agree on a payout so the customer can purchase a replacement phone
Initial Consumer Rebuttal /* (3000, 7, 2014/10/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Was told my phone was being discontinued and local place did not have the partsSquare Trade also had to wait for partsAs a valuable customer a replacement phone of the newer version should had been available and not go this long without oneI have yet to receive the check as promisedI'm an unhappy customer, loosing money without a phoneAlso extremely unhappy I was put on hold for over minutes multiple timesThis is NOT a good customer service
Final Business Response /* (4000, 9, 2014/10/08) */
We are sorry the customer had an accident that caused her phone to stop functioningThe delays in the repair process were unfortunateWe do state that we would be able to send a phone overnight if the model of the phone is available to usIn this case it was notWe wanted to have the phone repaired but that turned out to be a more lengthy process than we anticipatedThat is the reason we processed a payment of $We also feel that the customer does deserve some additional compensation and we will be contacting her to arrange the compensation
Final Consumer Response /* (2000, 11, 2014/10/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/02/03) */
We are sorry the consumer experienced this delay
We did receive the receipt the consumer sent to us but, for reasons unknown to us, the specialist assigned to this claim did not receive any alertsWe have since processed the claim and
the consumer will be sending the unit into us for repair
Due to the poor response of SquareTrade we are refunding the consumer the price they paid for the warranty
Initial Consumer Rebuttal /* (2000, 12, 2015/03/20) */
I am very satisfied with the final response by SquareTrade, especially the new representative, *** ***, that took over our account

Initial Business Response /* (4000, 11, 2014/10/01) */
We are sorry for the delays in the payments, however as per Terms and Conditions the maximum we can payout is the value of the warrantyThe old reimbursement sent was from a previous claim and was a mix up on the part of the agent
Initial Consumer Rebuttal /* (4200, 15, 2014/10/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
*** called me almost weeks ago and promise to send me a check for all of the mishapwith my claim however after the last mishap I was promised it would go to my PayPal after the first mix up and they sent me a gift card which overdrew my paypal account he promise after that he said he would send me a check for$I have recently emailed *** in the last hours letting him know I have still not received the check for the resolution now once again in their response to you they are back padding on what we agreed to this has been the resolutions from the beginning of this claim their company does not follow through on what they tell you I've never had this problem before of the others company for other warranties not sure if the management of the staff is new but it is terrible the way they treat you and how badly they lie just to get you off the phone they have not honored with they promised me

Initial Business Response /* (4000, 8, 2016/02/18) */
As stated by the consumer we are in the process of resolving this complaint
Initial Consumer Rebuttal /* (4200, 10, 2016/02/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To date I
still haven't heard a word from them, NOR the shipping label in the mail with the money owed
Final Business Response /* (4000, 13, 2016/03/06) */
On 2/18/the consumer's claim was processed for payout and the payout is processed once we receive the deviceWe emailed the consumer the shipping label & included instructions on how to return the device for payoutThe email has been resent to the consumer
Final Consumer Response /* (4200, 15, 2016/03/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I sstill have the device,they haven't sent me the shipping label yet.To date = NO SHOW, they're just dragging their feet in paying me,what they owe me.Lying to you that they sent it,when they haven't

Initial Business Response /* (1000, 5, 2015/05/18) */
We are sorry the consumer had issues with their device
Normally we have our depot confirm the status if an item is deemed not repairable by a local repair shopThe refund was not communicated properly to our depot and they followed the
procedure now in place to have them send a replacement deviceThis is what caused incorrect messaging
We addressed this issue and the consumer has been reimbursed

Initial Business Response /* (1000, 5, 2015/06/30) */
We are sorry the consumer did not have their device repaired to their satisfaction
After a failed repair our policy allows for us to attempt a 2nd repairIn this case however, due to the poor service the consumer experienced, we will
make a one-time exception and pay the consumer out the price of the itemA refund of the warranty would not be part of the payout
However, in this case, we see that the repair did take more than the guarantee day repair time, as noted in the brochureFor that reason we will also refund the cost of the warranty
The total that the consumer shows as what she paid for the computer includes sales tax (which is not covered under our Terms and Conditions), the device and the warrantyWe are going to reimburse the consumer the cost of the item and the cost of the warranty

Initial Business Response /* (1000, 5, 2014/12/10) */
We are sorry the customer has experience such a major delay in service and still has not gotten their TV servicedSquareTrade goal is to have items repaired in a reasonable amount of time and we fell far short of that in this case
We
are in communications with the consumer offering them the opportunity to have their TV repaired locally and we will pay in advance to have that done, or we can cancel the warranty and give them a full refundWe will do what the consumer feels will make this situation better
Initial Consumer Rebuttal /* (2000, 7, 2014/12/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
the company was more then fair.I appreciate their taking responsibility for their service reps actions.thank you *** C at square trade

Initial Business Response /* (1000, 5, 2015/06/01) */
We are sorry the consumer had an issue with their productUnfortunately, per the terms and conditions of the warranty offering, the incorrect warranty coverage was purchasedSquareTrade did refund in full for the warranty price that was
paid due to the incorrect purchase
Initial Consumer Rebuttal /* (3000, 7, 2015/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Amazon sold us this warranty in conjunction for the correct TV
SquareTrade is simply playing on fine print and hoping nothing happens after more than a year and a half of taking our money in good faithOnly when an issue arose did Square Trade use this tactic
Final Consumer Response /* (2540, 16, 2015/07/08) */
They sent us a refund check in response to our complaint with Revdex.comIssued the check with my husband's last name incorrectly listed with my last name
Name should have been either *** or *** "***" ***
We both called and calledThey failed to re-issueCustomer service told me to deposit it if my bank would accept it with both of our signatures on the check
Square Trade Failed to honor itPlaced a stop paymentOur bank understood
Spent hours on the phone trying to resolve itWere rude
Complete liarsNow we have bank feesThey tell me to leave Facebook commentsThey just delete the negative
Final Business Response /* (2600, 18, 2015/07/09) */
We are sorry the consumer had issues with their payment
There was some incorrect information given to the consumer on how to process the check
We are processing an overnight check that will include the bank service fee the consumer was charged for trying to cash the incorrect check

Initial Business Response /* (1000, 5, 2015/04/06) */
We are sorry the consumer had a delay in the processing of their claim because we did not have the receipt of purchase for the tablet on file
The receipt is a requirement so that the consumer has the full value of their warranty applied
to the repairThe receipt was received in our system and we were able to process the claimThe tablet has since been repaired and should be returned to the consumer before the end of this week

Initial Business Response /* (1000, 5, 2015/03/26) */
We are sorry the consumer had issues with their phone
Our warranties do not cover conditions that existed prior to the warranty being purchased (pre-existing conditions)The consumer stated that they were aware of the damage before
purchasing the SquareTrade warrantyAlthough not stated in our advertising even the consumer noted that it is listed in our Terms and Conditions
It is also noted in the consumer's complaint that SquareTrade agreed that we would reimburse them the repair costsThe consumer does have documentation that we agreed to the reimbursementThe claim was approved by SquareTrade outside of our Terms and Conditions, but it was approvedSquareTrade will not go back on our word
We will be sending a check for the full repair cost to the customer and they should receive it in - business days
Initial Consumer Rebuttal /* (2000, 7, 2015/04/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Today is Friday, April 10, 2015, the eleventh business day since SquareTrade agreed to send me the promised reimbursement check, and I have yet to receive itI will be contacting them if the check does not arrive soonI appreciate that they are going to honor their word, but I am still not free of this issue and it has been a two month ordealI simply want my reimbursement and to be done with all of this once and for all, and my check still isn't hereI received a voided check that they had denied several weeks ago from the initial reimbursement, but have yet to receive the valid reimbursement checkI am not sure whether this is an issue on the side of my post office or SquareTrade, but I am frustrated nonetheless