SquareTrade, Inc.

Initial Business Response /* (1000, 5, 2015/10/13) */
We are sorry the consumer had issues with their device.
There was miscommunication between the consumer and the specialist. Management has provided additional training to ensure appropriate messaging is being communicated to...

consumers.
To resolve this case, we are moving forward with reimburse for the replacement device. The consumer has accepted and agreed to this resolution.
Initial Consumer Rebuttal /* (2000, 12, 2015/11/17) */
SquareTrade was super and we agreed on the payment of the claim.

Initial Business Response /* (1000, 6, 2015/04/08) */
We are sorry the consumer did not purchase the correct warranty.
The warranty was purchased online by the consumer following the directions given to them based on the links of the web page where the unit was purchased.
Because the...

process is not clear SquareTrade is going to make a one-time exception, honor the warranty and pay the consumer out. We have contacted the consumer and made them aware of it.
Initial Consumer Rebuttal /* (2000, 8, 2015/04/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted]I am rejecting this response because:
The refund for the cost of the warranty was already made when I complained to the Revdex.com for not honoring the warranty.  Any action other than honoring the warranty and repairing the device is unacceptable.  If this were permitted, warranties repair service contracts are useless because every time the company will choose to refund the purchase price of the warranty if it is the least expensive option.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: The contract was breach of their warranty agreement. They lied about information in the service agreement. They were dishonest, and scammed me into asking me about my address. I did not agree to a lessor value television. They shipped me a television that was lessor value, and lessor quality. The service agreement stated, I would receive "no like" television or receive full payment. Once again, Squaretrade ripped me off and other consumers. I deserve to be treated with respect, and not ripped off by this company. I have a letter / service agreement from QVC, and also SquareTrade warranty service agreement. I will fax contract and service agreement. As soon as possible. I want the SAME VALUE as my TV, in the contract it states "NO LIKE" TV. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2016/02/02) */
We apologize for the issue the consumer experienced. Our records indicate this issue has been resolved with a resolution specialist. We have sent an overnight shipping [redacted] to the consumer.
Initial Consumer Rebuttal /* (3000,...

12, 2016/02/19) */
Squaretrade is THE most INCOMPETENT company to deal with. After two months of attempting to receive a box and accurate shipping label to get an insured laptop shipped out and fixed, Squaretrade STILL shipped the equipment to the wrong address in a different state! They cannot resolve the issue over the phone and they refuse to put a manager on the phone during a 3-way call with Fed Ex. Please re-open this complaint!!!!! This is NOT resolved
Final Business Response /* (4000, 14, 2016/02/24) */
Our records indicate the device was returned to the consumer on 2/22/XXXX XX:XX am.
Final Consumer Response /* (4200, 16, 2016/02/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business reply to this complaint is a perfect example of the SquareTrade's cultural disregard to creating a positive customer experience. Did SquareTrade take any accountability for failing numerous times throughout each customer touch point? No? Did they acknowledge that even after dozens of calls and false re-assurances that my laptop was STILL shipped to the wrong address in the wrong state? No. Did they acknowledge they took OVER TWO MONTHS to actually get it right? No. Did they even address ANY of the experience issues or offer any kind of warranty compensation as a result of their repeated failures? No. There's no "proposed resolution" from SquareTrade. I expected nothing less from this farce of a company.

3/15/14 I bought a Samsung tablet for $299. from our local [redacted]. I bought an additional 2 year extended accidental warranty for $69. I was told at time of purchase that the additional warranty kicked in after the 1 year manufacturer warranty. My son mostly used the tablet. He had difficulty getting the charging cord to stay in. He called Samsung & they decided that as long as he was able to prop the cord so that it still charged, he was good to go. He dropped & fracked the tablet on 2/27/16. We called Samsung again and were told to call the store where we bought it. Called [redacted] & were told to call Square Trade. Square Trade told us they didn't take over warranties for [redacted] until 3/25/14. Told us to call Asurion. Called them & they said the item number doesn't match in their system. It has to be a square trade number. Called back to Square Trade, after a lengthy hold, I was told the only warranty they show is an expired one on a Galaxy tablet. Never again am I dealing with them!

We are sorry for any issue the consumer experienced with their device. 
SquareTrade requires repairs to be attempted before we are able to offer a replacement or reimbursement for an item. The consumer has agreed on [redacted] to proceed with a repair. Moving forward the...

concern has been addressed and we apologize for any confusion.

We are sorry for any issues the consumer had with their device. Before a replacement TV is sent out to the consumer they receive a replacement offer email.  The replacement email is to inform the customer of the model and specifications of  the TV SquareTrade is offering for replacement.  Our replacement email states "NEXT STEPS: Please reply to this email and confirm your name and shipping address so we can get your new TV to you within 7-10 business days."  Once the address is confirmed on that replacement offer the TV mentioned in that offer is ordered and shipped.  The consumer is able to reply to the replacement offer stating they are not willing to accept that TV as a replacement.  The consumer stated they have documentation stating a "NO Like" policy that we at SquareTrade are not aware of.  We have sent the consumer an email to be reply to with copies of the documentation for review.

Initial Business Response /* (1000, 5, 2014/07/25) */
Hi [redacted],
This is [redacted], the Resolution Manager at SquareTrade.
I am so sorry for the delay. I wanted to investigate the issue and speak with you before replying here, so thank you for speaking with me and being so flexible on...

this case.
I found out that our processing depot had made a mistake and somehow crossed your claim with another customer's account. They were working on your claim as if it was already in progress, rather than still pending a shipping kit. I'm forwarding this to our service manager to review. This is a rare error, but obviously, the delay it caused is extreme and we want to make sure it won't happen again.
As we discussed, I'm going to get you cashed out on your laptop as well as get you a full refund on your warranty. The check for the refund and the payout through PayPal for your computer will both get to you next week.
Please let me know if you need anything else.
Regards,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2014/07/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This is obviously a reasonable resolution.
Thanks.
Consumer Response /* (3000, 12, 2014/09/29) */
We still haven't received the refund for the subscription as promised. Again it has been another 2 months.
Business Response /* (4000, 14, 2014/10/01) */
We are sorry the customer had this experience. There was an error on the part of our systems that sent out the box to another customer for a different claim. We have since apologized to the customer and have given the customer a full payout so they can purchase a replacement unit.
Consumer Response /* (4200, 18, 2014/10/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They still owe us $89.99 per [redacted] response on July 25th, 2014 "As we discussed, I'm going to get you cashed out on your laptop as well as get you a full refund on your warranty."
We were told that a different check will be processed for $89.99 as a full refund on the warranty subscription. Why would they promise something they cannot do?
Apparently, closing the complaint was a mistake.
We are still waiting for the 89.99.
I quote Charlie Munger "Good businesses are ethical businesses. A business model that relies on trickery is doomed to fail."

Initial Business Response /* (1000, 5, 2014/05/20) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I apologize for the confusion, but we're due to inventory and cost issues, we're unable to offer new replacements. In most cases, SquareTrade will attempt to...

repair your device either at our repair depot or offer to reimburse you for repairs done locally.
Repairing it at Apple, the local repair option, is one of the more efficient ways of doing a repair for an iPhone, since you're would not have to wait to ship your phone to us and can usually get same day service from SquareTrade. Once this is completed, you can email us a copy of your invoice and we'll provide you with a reimbursement quickly; taking only 3 business days for PayPal, or 7 to 10 business days by check.
We do not advertise that we send out new replacements. If you were messaged that, can you send me more info? I'll review and address if necessary. You can reach me at [redacted]@squaretrade.com.
From reviewing your case, I do see that you've opted to have your item repaired at Apple. Please send us the copy of your invoice once repairs are done and we'll get that reimbursement set up for you.
Thank you,
[redacted]

Initial Business Response /* (1000, 5, 2015/04/20) */
We are sorry the consumer had issues with their device.
As per our Terms and Conditions,
"Depending on the item and failure circumstances, We [redacted] either:
A. Repair Your Product, or;
B. Provide a cash settlement or a Gift Card...

reflecting the replacement cost of a new item of equal features and functionality up to the Coverage Amount, or;
C. Provide a new or refurbished product of equal features and functionality."
Due to the liquid damage that the unit had we provided the consumer with a replacement. They then decided that they wanted a reimbursement instead. The reimbursement was processed. They should get the reimbursement by April 29. The replacement unit was shipped before the claim resolution was changed and delivered. We are waiting for the consumer to return the unit back to us.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never got my return label they told me I [redacted] get it by mail
Final Business Response /* (4000, 9, 2015/04/23) */
We have requested that the return label be sent by mail.
The reimbursement check [redacted] not be delayed due to the tablet not being returned. The check should still be delivered to the consumer by April 29.
Final Consumer Response /* (2000, 11, 2015/04/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (4000, 9, 2014/06/30) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I am sorry for the delay on this case. From the claim notes, it looks like we had a tech sent out to you already and the repair is still not completed.
I will have...

Jordan contact you right away to get your claim resolved.
Please let me know if I can be of further assistance. You can reach me at [redacted]@squaretrade.com.
Thank you,
[redacted]
Initial Consumer Rebuttal /* (4200, 11, 2014/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the proposed resolution because at this point I want my money back after having my claim put on hold for so long. To this day I still have no appointment with computer troubleshooters and my computer is missing pieces from the previous third party company barrister. Not only that but the customer service from computer troubleshooters is not good. Every time I call I am either on hold, ignored or promised a call back that I never get. The only resolution square trade has give me is to schedule the appointment for me. Which I still don't have.
Final Consumer Response /* (2000, 13, 2014/07/08) */
I have received a full refund for my computer through paypal as of 7/7/2014.

Initial Business Response /* (1000, 5, 2015/11/18) */
We apologize the consumer had issues with their device. The contact information provided by the consumer is not connected to an account within our database.
We have also tried to contact the consumer via email and phone but have not...

received a response.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Not once did they call or email me. Do big corporations think they can bully and lie now? I never received any emails or attempted phone calls from them.
Final Business Response /* (4000, 9, 2015/11/24) */
We have contacted the consumer via email and phone but have yet to get a response. Also the contact information he provided is not associated with an account. At this time we are awaiting a response.

Initial Business Response /* (1000, 5, 2014/09/05) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I am sorry for the miss-messaging, but our normal payout process is to retrieve the unit first then process a payment after the item has been confirmed as being...

eligible for claim approval.
But I was able to review your call with the claims agent and he did mention the part where you had to send the unit in to get reimbursed. The manager you spoke with did not have a chance to review that call, unfortunately and was abiding by our policy of paying out after depot confirmation. I apologize to the hassle on this.
That being the case, I will, of course, push your claim to full payout status first. Please send us the tablet at your convenience using the label emailed to you.
You should have the Amazon Giftcode emailed to you in about 3 business days. And I'll also refund you the cost of your warranty. That will be sent back to the card you used on Amazon.
If you need anything else, please let me know.
Regards,
[redacted]
Consumer Response /* (3000, 12, 2014/09/29) */
Hi, thank you for sending me there response. as no I did not get this, But I want to respond to this,
The first gentleman that I spoke to, did not mention that, nor did he ask if I had a printer or a box to print the label, and put everything in to, he made the call out to be that I would get stuff sent out to me like your website says, that you take care of the shipping, and he informed me it would go out the next morning, well instead of them sending out anything they sent me an email. just telling me I had to pay to return it, and pay for a box for shipping, and that the box that it came in was not good enough, I then informed him, I needed to handle this the fasted way possible as my child uses it for home school, and every day that we did not get on, we had an absence said they would rush it,.
I then called back in that next morning when I got the email for then to be told I had to send it in first, and I had to pay for everything to send it back, that it was just a label and I could write the information down on the box. at that point I got very upset and then they started telling me that they were not going to do anything with it and close my case, amazon even called to find out why the problems, and they were told the same thing I was, that it was my resposniblity to pay for the return and the shipping, but that is not what your website say!. so with that being said and me not having a printer, I would like a return box and lable sent out to me, so I can send it back in, and continue to wait, like I have been. and you have not even held up to your time frame online either.. iam not very happy at all.
Thank You
[redacted]

Thank You
[redacted]
Business Response /* (4000, 14, 2014/10/01) */
We are sorry the customer had this experience. Our resolution manager did explain what was said over the phone. As per the Terms and Conditions we are not able to payout the customer without an audit of the item being sent in. He pushed the claim to payout as well as refund the warranty price.
Consumer Response /* (4200, 16, 2014/10/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
in there warranty it states they pay for shipping, here is a copy from there site
Protection from Common Malfunctions
Repairing your average mechanical or electrical failure can cost as much as buying a new device. With SquareTrade, you're coveredincluding parts and labor.
5-Day Service Guarantee & Free Shipping
We'll repair your item in five business days or less after we've received it, guaranteed. We'll also pay for shipping to and from our repair center. They are refusing to send me something to ship it to them, I do not have a printer to print it, nor a box to put it in. so again as you can see they are not holding up to there end of the deal by the free shipping! And when I called and asked if they can mail it to me they told me no. so again they are refusing to take care of the issue. I will consider small claims court as well and go after them for alot more than this, if there games dont stop.

Initial Business Response /* (1000, 5, 2015/02/18) */
We are sorry the consumer experienced these delays.
When we send replacement phones we only send the phone itself. That was not explained to the consumer but the phone that was send still had a broken part. When the rework was processed...

it was processed incorrectly and only a charger was sent, this was in no way the fault of the consumer but our internal systems.
We have since purchased a replacement phone and it was delivered. We understand that the replacement phone is operating properly.
Due to the bad experience the consumer had, and our willingness to make things better, we are refunding the deductible as well as the warranty price.
Initial Consumer Rebuttal /* (2000, 7, 2015/03/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This complaint has been resolved to my satisfaction.

We apologize to the consumer for the confusion on the warranty. The consumer was not correctly informed of how the warranty works at the point of sale by the seller. The SquareTrade Warranty purchased through Toy's R Us does not cover accidental damage from handling, nor do we offer that...

service for that item category. Unfortunately the consumers claim is considered as accidental damage from handling, we would not be provide any service. We do recommend going back to the store that misinformed the consumer to see if they can help rectify this issue.

We are sorry for any issues the consumer had with their device. Squaretrade has called the customer and left voicemail requesting the necessary information to locate the consumers account.  We have sent a follow up email with direct contact information for the consumer to reach out.  Currently, we are unable to proceed until we have the necessary information to located the consumer's account.

Initial Business Response /* (1000, 5, 2014/11/05) */
We are sorry the consumer had this experience. We cannot control the source of parts available for repair. The account gets a new status everyday a part is not available and changes the ETA for the part daily. Unfortunately The Customer...

Experience Specialist have only that information to give to the consumer.
In terms of the 5 day guarantee it guarantees repair regardless of parts availability. The consumer should have been refunded the warranty price on 10/24. We have since corrected that and have sent a check to the consumer for the warranty price.
In terms of the repair. It has been completed and the unit is to be delivered tomorrow.
Initial Consumer Rebuttal /* (3000, 7, 2014/11/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I wanted to reply to Square Trade's response above. I never understood throughout this ordeal why Square Trade never expedited any shipping. If you are well beyond your established SLAs for a repair it seems to me you ought to be doing everything in your power to make up for lost time. Each time I'd call and would be told parts were on order I'd ask if they were overnight shipping those parts. The service reps would say they have no influence on that. So who does? Someone should take over in cases that go this long and work to ensure the customer downtime is kept to a minimum. Even as recently as 3 days ago the service reps couldn't even tell me if the correct parts had been ordered.
While waiting for the repair I realized that Square Trade was using the wrong shipping address. They were using an [redacted] address and we needed the laptop to be sent back to my daughter at UVA ([redacted]). So I asked that the address be changed and was told it was taken care of (believe the rep's name was [redacted] but Square Trade should be able to tell as I spoke to her 3 different times so she should have entered many notes in the system). She assured me it was taken care of but yesterday when the computer was supposed to arrive it didn't. We called the shipping company and found out they had tried to deliver it in [redacted]! So, yet again, more delays. We're now being told we MIGHT get the laptop in [redacted] tomorrow or maybe it [redacted] be Monday. And once again Square Trade has not requested overnight shipping on our behalf. It seems they treat each delay as if it were no big deal and never try an out-of-the-box solution (expedited shipping) to make up for lost time.
Since today was supposed to be the day we had to receive the computer prior to Square Trade issuing a full refund of the purchase price (15 BDs is their official policy per the customer service rep) then technically they have not met their date and should be refunding me the full purchase price of the computer.
Since we're supposedly getting a repaired laptop in the next few days I don't think we should be entitled to both the repaired laptop AND a full refund of the computer price but I believe we're certainly due something more than just a "sorry it took 3 weeks". Would Square Trade consider adding 2 years to our warranty as a token of good faith for the massive delay we experienced? Keep in mind that my poor daughter has been without a laptop since 10/11/14 while attending one of the hardest colleges in the country. She is extremely far behind in all of her courses and feels her grades have suffered directly from being without a computer for so long. An extended warranty seems to be the least Square Trade could do for us at this point.
11/7 update - [redacted] in customer service got me to a manager, [redacted]. They asked that we send them a picture of the cracked frame and reiterate that the computer no longer has any of our files or software programs and that we want a full purchase price refund so we can go buy a new laptop immediately. We have complied with that request. [redacted] said, though, that we have wait up 'till Tuesday to hear back from the Depot as to whether they'll honor the purchase price refund. That's unacceptable! There are already notes in the file that say we should get a full refund if not returned in working order by yesterday (11/6). I'm beginning to think none of these folks ever attended college. Otherwise they'd have a little more sense of urgency for a poor child who has been computer-less for nearly a month!
The stress and tears of my daughter are the tipping point. I'm going to go to Costco and buy her a new laptop this evening and drive all the way to [redacted] (2 hours each way) this weekend so that she [redacted] finally have a working computer again right before mid-terms.
Square Trade [redacted] end up with the angriest customer of all-time if I end up doing so and then they decide NOT to reimburse me for the full original purchase price! But at this point I can not allow another day to pass [redacted] my daughter not having a computer with the necessary software (MS Office and other programs) she needs to keep up with her classwork.
Thanks,
[redacted]
Final Consumer Response /* (3000, 19, 2014/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
11/20 - Square Trade did reimburse me for the cost of our replacement laptop however the warranty refund of $99.99, which has been pending for more than 3 weeks now, still has not been paid. I sent an email yesterday 11/19/14 asking for a status but have not heard anything yet.
As an FYI, while we plan to move on to the new laptop (currently scheduled to arrive tomorrow), I did want to point out that the supposedly repaired laptop seems to have new problems creep up daily. Initially we only noticed the new crack in the casing. But yesterday the mouse pad stopped working, too. Hard to imagine that the repaired laptop was ever considered to be in good working order.
Lastly, I have asked on a few different occasions if we can get our original hard drive back. As previously noted there was never anything wrong with it when we sent the laptop in for repair. So we're still baffled as to why it was replaced. But we've asked if we can get it back so we can try on our own to recover any of our files/software. However, after a few requests to have the hard drive tracked down and shipped to us we have not heard any updates from Square Trade on its whereabouts.
Final Business Response /* (4000, 21, 2014/11/25) */
We are sorry there was a delay in the refund of the warranty but it takes 7 - 10 business days for a check to be processed and delivered. Our records show the refund was processed on 11/13. We [redacted] reach our to the consumer to make sure the address the check on file is the correct address the check should be sent.
We [redacted] also follow up with the return of the hard drive.

Initial Business Response /* (1000, 5, 2014/02/04) */
Hi [redacted],
I am [redacted] the resolution manager at SquareTrade.
I am sorry for the delay on this claim. Unfortunately, it looks like we had multiple issues sourcing a replacement part for you laptop during this claim. I do...

apologize about that.
We typically are able to make our 5 day gaurantee for repairs, but sometimes, due to parts inavailability, we do fail to meet that deadline. When that happens, we do offer a full refund on your warranty and still proceed with the repair. You have been refunded on this warranty. But I do a see that the claims agent were supposed to contact you when this passed [redacted] 5 day guideline, I'll reach out to that agent's manager and discuss what happened there.
Currently, your claim has been moved to a full reimbursement so you'll be able to buy a completely new laptop.
Please let me know if there's anything more I can do to help. You can reach me at [redacted]@squaretrade.com.
Regards,
[redacted]
Final Consumer Response /* (2000, 7, 2014/02/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Consumer Response /* (2540, 12, 2014/02/12) */
I was promised the return of my hard drive that was in my laptop. As so today 02/12/2014 I have not received the hard drive nor have I received any correspondence regarding it. I have important data on that hard drive and would like very much to have it returned to my in working order. I called today and no one could confirm that the hard drive had been packaged and returned to me.
Business Response /* (2600, 14, 2014/02/13) */
Hi [redacted],
According to our repair depot, your harddrive was shipped a few days ago and delivered on 2/12/2014. I'll reach out to you to provide the tracking number.
FedEx has noted: Left at front door. Signature Service not requested.
Can you please verify, if you still do not have the drive, I will connect with FedEx to escalate the matter.
Regards,
[redacted]

Initial Business Response /* (1000, 5, 2015/08/18) */
We are sorry the consumer had issues with their device.
The system that processes replacement phones was having numerous problems which caused the initial delays. The email that was sent stating that we would not honor the claim was...

incorrect. The issue was that when the item was audited at our depot there was minor damage that was not reported to us at the time of the claim. This generated the email, but we had already committed to the consumer that we would pay them.
The consumer's Paypal account was credited on 8/12.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There are many details left out of their response, mainly the fact hey could not initially honor the claim because they did not have phones available. This goes beyond system glitches and other excuses. Why offer a service that cannot be met? We were continually lied to throughout the process by multiple reps and supervisors. There were periods where we would go a week without any communication from this company about the status of our claim. I asked repeatedly for a supervisor to call and discuss my case since there was never one available when I called in, but I still have not received a call to this day. I am still waiting for photos of the "damage" that was not reported to them at the time of the claim but no one can seem to provide any evidence of the damage. Plus last I checked, this was an insurance company that covered damage to cell phones correct? Why would that affect me getting my replacement phone? I took pictures of the phone before I sent it back to them for this very reason. Square Trade is an extremely shady company and I do not trust them anymore. They send multiple emails that do not have updates, contact numbers, or next steps to be taken. I do not accept the response because I have multiple warranties with them and am still waiting to have them reimbursed as they said they would.
Final Business Response /* (4000, 9, 2015/08/31) */
We are sorry the consumer had issues with their claim.
We do offer overnight replacement phones but there are times when we cannot offer these phones due to our inventory.
The damage claim, as was mentioned before, did not affect the claim as the warranty covers damage anyway.
We are waiting for the consumer to replay to our phone messages and email so that we can process the refunds they want.