SquareTrade, Inc.

Bought SquareTrade protection for a computer. The computer died a year and a half later, still within the 2 year protection I purchased. Logged into squaretrade.com and filed a claim.
I was then emailed by them asking for my receipt, which was already submitted when I bought the computer. I submitted it again through the email as asked and didn't hear anything back. I submitted it through the website on my own, and eventually was responded saying that the issue could be troubleshooted and I needed to provide a time and day they could call. When I did I never received a response by phone or email for several days.
I couldn't call in as there is no number on their site to call, they wanted me to request they call me. I set that up and talked to 3 different reps. The first didn't see there was a claim, then after awhile he did and said there was a note to take it to be repaired. I explained what I was already told and he transferred me to another rep. That one told me the same thing. I told him what I was told so he transferred me to someone to troubleshoot my issue. That rep had no idea what my computer was or how to troubleshoot it. After he had me do something unrelated, unplug my keyboard and plug it back in, he deemed it needed to be repaired.
I took it to a local shop to be repaired, not allowing the price to go over the price of of the computer. The shop came back saying it would cost more than that price. I had to contact SquareTrade again about this. I talked to another rep that told me I needed 3 quotes from different shops to submit to them. Then changed his mind and said I needed a SquareTrade contractor to come to my home and repair the device or take it and they'd send me a check later. Then he told me if I got a quote from the repair shop I took it to already and the quote was on their letterhead for 80% or more of the computer price I could submit that and they'd send me a check.
I pushed a little harder as he wanted me to call back in to do so. He told me I could reply to a previous email, that no one had ever responded to. I pushed a little harder and he emailed me and told me to respond to his email so he could take care of it.
I attached the PDF of the quote to his email, confirmed he worked that day from his schedule he provided as well. No response. Emailed him the next day, which his schedule also says he works, no reply. I replied to the email he pointed to in the first place with the quote and still no answer.
I am now forced to contact them again, and talk to who knows how many more reps to get them to accept the quote provided and pay out the claim which I was guaranteed.
Total time on this started from May 4th to today, May 21, 2016. It seems they no one wants to be the one to process the claim, and they are trying to ensure I give up so they don't have to pay out. This is getting very frustrating.

Initial Business Response /* (1000, 5, 2014/03/14) */
Hi [redacted]
I am [redacted] the Resolution Manager at SquareTrade.
I'm sorry for the confusion in this case. I spoke with the agent who was handling your case and he says his concern was that the description of your laptop...

error, "only a white screen and looks like burning coming from the inside" might indicate a cracked or damaged screen, which we do not cover as that is a damage issue. Our concern is that if your laptop was sent in and our repair technicians determine that this is a damaged laptop, we would then have to ship it back to you, wasting both our time.
He had offered to have you repair it locally and if the diagnosis shows that it was a defect rather than damage, we'll reimburse you for the repair.
I think based on this, the best option for us is to handle this internally. I'll have the agent contact you to arrange shipment of your laptop to our depot for an audit and if it is just a defective device, we'll repair it for you. If its damaged, we'll ship it back to you, at no cost to you.
Unfortunately, the battery issue is not something we'll be able to assist you with. Rated battery run times are best case scenarios posted by manufacturers, but do not reflect real world usage. This is something the manufacturer should be responsible for. Had this not been an acceptable feature for this laptop for you, you should contact the manufacturer for a replacement.
If you have any questions or concerns, please contact me at [redacted]@squaretrade.com. Otherwise, please be on the look out for a contact from our claims agent to assist with getting your laptop issue resolved.
Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/03/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I need my laptop fixed or a new one. My laptop has never fallen, never been hit. Spends most of it's time in a laptop bag which is thick with sponge inserts or whatever.
I paid over 1300 USD for this device and now people are given me these responses.
Final Business Response /* (4000, 9, 2014/03/24) */
Hi [redacted],
I understand your need to repair the laptop. And as I've previously said, we'll have it sent in to our service depot to audit and repair if it is not damaged.
I understand you've not dropped it, but based on your claim description, the claims agent did have concerns that physical damage had occurred to your laptop. If our repair tech does not find physical damage to your laptop, we will certainly repair it ASAP and have it sent back to you.
I'll contact you directly to make sure you have the materials to ship your laptop in.
Thank you,
[redacted]

Initial Business Response /* (1000, 5, 2015/09/24) */
We are sorry the consumer had issues with their device.
We were waiting for the receipt of purchase of the device in order to process the claim. The receipt was sent to us but it was not processed correctly. We are addressing this issue...

by having additional training for our specialists.
We have processed the claim and the consumer should have the reimbursement in 7 - 10 business days. Due to the delays we are refunding the consumer the cost of the warranty. They should receive that payment also in 7 - 10 business days.
We have left messages for the consumer and emailed them to let them know how we are processing the payment for their claim.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They never left any messages. They did email me asking for the receipt which I sent to them. I'm asking that they send me some type of gift card for all this back and forth and horrible custumer service I've been receiving. Ive received the check for the tablet but not the warranty, they told me I would receive a refund for that also. I called yesterday 9/28/15 and the rep that tried to help me had no clue and stated "we dont refund warranties". This Square Trade company really need to get it together, I am a very dissatisfied customer!
Final Business Response /* (4000, 9, 2015/10/09) */
According to our records the payment was processed two weeks ago and the consumer should have received it by now. If they have not they need to contact us so we can reprocess the payment. We have tried to call the number on the complaint numerous times, the call is answered but no one was on the phone and we were unable to leave a message.
Final Consumer Response /* (2000, 11, 2015/10/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/10/07) */
We are sorry the consumer had issues with their device.
We discovered that the consumer filed their claim on line and used a drop down description that the system recognized as an issue caused by an accident. The system denied the claim...

based on that error made by the system and interpreting the issue as an accident.
We are going to file a claim and payout the consumer based on the fact that this would be a third claim for the same issue and the device is defined as a "lemon" and under our no lemon policy the claim qualifies for a payout.
We have contacted our intention to the consumer and are awaiting their approval to proceed.

Initial Business Response /* (1000, 5, 2014/05/01) */
Hi [redacted],
I am [redacted] the Resolution Manager at SquareTrade.
I am sorry for the delay on this case. While reviewing your complaint, I noticed that you were successfully helped by one of our chat agents, [redacted]
You should be...

all set at this point. If you have any problems, please let me know at [redacted]@squaretrade.com.
Thank you,
[redacted]

Initial Business Response /* (1000, 5, 2015/11/02) */
We apologize that the consumer experienced issues with their device. The consumer has been issued an expedited check and it was received on 10/27/15.

We are sorry for any issues the consumer had with their device. Looking into the consumer's account, they called in on [redacted] to file a claim on their [redacted].  Claims filed on [redacted]  through SquareTrade are handled directly by [redacted] team....

  When the consumer filed their claim they were transferred directly to [redacted] team so they could complete the claim process.  Currently, the consumer needs to follow up with the re-seller as they have taken over the claim process.  We have sent the consumer an email with [redacted] team contact information.

Complaint: [redacted]I am rejecting this response because:  Square Trade did in fact call AND email me and I responded to their email with all the information they asked for.  They are absolutely trying to avoid honoring the warranty that I purchased from them in good faith!!!!Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2014/05/05) */
Hi [redacted],
I am [redacted] the Resolution Manager at SquareTrade.
I am so sorry for the hassle on this claim. I am going to make sure to forward this case to our mobile team for review for process improvements.
I have just...

spoken to [redacted] the supervisor who assists with our Costco members and she tells me she had arranged to have a replacement phone and battery shipped to you.
You should be all set. If not, please contact me or Liz and we'll do our best to assist you. You can reach me at [redacted]@squaretrade.com.
Regards,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2014/05/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After a week of constant hassle with SquareTrade, they DID ultimately come through with a replacement phone. SquareTrade also *finally* provided excellent follow through and I am satisfied with the resolution to the matter.
I am sorry that I had to resort to contacting the Revdex.com.
Thank you SquareTrade for doing the right thing.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I received checks refunding both the product, as well as a refund on the cost of the Square Trade warranty.  Both my name and address were misspelled, but I am hopeful that my bank will still cash them.  
However, I still have concerns that Square Trade operates in such a way as one has to report them to the [redacted] to get fair treatment.  I will not purchase their product again, and would urge the [redacted] to keep close watch on their trade practices.
Sincerely, 
[redacted]

We are sorry for any confusion experienced during the claim process.SquareTrade requires proof of purchase for the warrantied items before a claim can be completed. The consumer submitted the necessary information and the claim was approved for repair. At this time the consumer item has been...

repaired and sent back to them as of [redacted].

We are sorry for any confusion experienced during the claim process.There seems to be some confusion with how our warranty works. According to our service contract, "Coverage Term or Term: This is the years of coverage, varying from one (1) to five (5) year(s), You receive under this Protection Plan, starting on the Coverage Start Date which begins after any Waiting Period. The Protection Plan is inclusive of any US manufacturer's warranty that may exist during the Coverage Term. It does not replace the manufacturer's warranty, but provides certain additional benefits during the term of the manufacturer's warranty.". The warranty starts the day after the original item is purchased. Having the reseller or manufacturer exchange a product does not extend, lengthen, nor renew the contract. Currently, we would be unable to provide coverage on the expired warranty.

Initial Business Response /* (1000, 5, 2015/02/18) */
We are sorry the consumer was not given complete information.
Unfortunately we cannot sell warranties outside of the warranty purchase period, 30 days from the day of purchase of the item to be warrantied.
Initial Consumer...

Rebuttal /* (3000, 7, 2015/02/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I refuse to accept this answer. A form letter where they accept responsibility by saying that I did not receive complete information and yet will not make it right is totally unacceptable! It also does not explain why I never received a call back that I was promised. It's pretty sorry customer service when they cannot even tell me personally over the phone that they are declining to make it right. Hiding behind a form letter sent to the Revdex.com is not good business! I'm requesting at least a personalized apology sent to my email address on file WITH some form of compensation for being lied to by their incompetent staff. They cannot expect me to believe a company as big as SquareTrade cannot backdate a warranty, to make it right from what I was incorrectly told by their representative. I will say that several high ticket items are insured by SquareTrade in my home and they're totally incompetent and lackadaisical attitude lately has me quite concerned if I should ever have a claim! I sincerely hope that the old SquareTrade will step forward and the new one will go back where they came from.
Final Business Response /* (4000, 9, 2015/03/05) */
We are sorry the consumer was unable to use their reward points to purchase a warranty.
As the consumer was told we do not have a category for Bluetooth headset that the rewards points can be used to purchase. The consumer asks that we back what he was told on January 17. The consumer says in his complaint that he was told there is no warranty available for purchase (using reward points) for the device he wanted to cover on January 17. The consumer still has the rewards points as no warranty was purchased. When the consumer called 35 days after the item was purchased we are unable to sell him a warranty.
We are sorry that we cannot accommodate the consumer as we cannot legally adjust purchase dates of devices.
Final Consumer Response /* (4200, 16, 2015/03/25) */
I apologize for the delay in response. I received your message while at the hospital with a family member recovering from surgery. I later than got sick myself but I'm doing well now. It is clear to me that they have no intention of making it right and so that will end our relationship. I am very aggravated by there inconsistency, the first response they take responsibility for and giving me incomplete information. Thereafter every response totally declines any responsibility! I also don't appreciate that I never got a personal apology whatsoever or ever received the promised contact! I do sincerely hope that they will actually stand behind their actual written policy heaven forbid I should actually have a claim. I have sincere doubts about that since they don't run their business with any consideration of peoples satisfaction or allowing them to obtain what is rightfully theirs. In conclusion I lost once again to some big company who cares very little about who actually pays their bills and that would be customers like me!

Initial Business Response /* (1000, 5, 2015/01/29) */
We are sorry the consumer had these issues.
We are going to resolve this and comply with the consumer's request. We send him a replacement iPad as we had previously offered.
Initial Consumer Rebuttal /* (3000, 7, 2015/02/02)...

*/
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no further contact made by SquareTrade, Inc. They have not issued out a replacement iPad. Please make everyone aware about such unethical business practices that this conducts. This company is a fraud . I urge every customer to stay away!
Final Business Response /* (4000, 9, 2015/02/03) */
We have left a voice mail message to the consumer letting him know that we are sending a replacement iPad. As per the tracking number provided by the seller the iPad was delivered on Monday, 2/2.
Final Consumer Response /* (4200, 11, 2015/02/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
square trade has still cheated me in not honoring a check of $999.99 as promised in the past. I am not [redacted] about the overall experience with this company.

Complaint: [redacted]I am rejecting this response because:
 
6 days ago, I was contacted by [redacted] regarding this claim via email. He told me that I should be expecting a payment of [redacted] for the device with an additional payment of [redacted] which amounts to the price that I originally paid for the coverage. He said that the [redacted] refund had already been processed and I should see it in my account within 3 business days. However, I have not received this amount at this time because I no longer have the same card I did when originally purchasing this coverage. As such, I need this amount sent to me in check form or via Paypal. Additionally, the device has now been sent in to Squaretrade and I need to have the payment of [redacted] issued to me as soon as possible. Please get these two amounts to be quickly, this process has taken almost a month from start to this point. 
Sincerely,[redacted]

Initial Business Response /* (1000, 6, 2015/06/09) */
We are sorry the consumer had issues with their warranties.
Our system will inform the consumer by sending one email to let them know the warranty is about to be cancelled. Unfortunately sometimes those email fail when they are sent and...

the consumer is not informed. We are looking at improving our communications with our consumers when something like this happens.
In this case we were able to reinstate the warranties.

Initial Business Response /* (1000, 5, 2015/02/18) */
We cannot respond to this complaint as the consumer has told us that they are starting legal proceedings and we cannot make any statements until the issue is resolved legally.
Initial Consumer Rebuttal /* (3000, 7, 2015/02/19)...

*/
(The consumer indicated he/she DID NOT accept the response from the business.)
Here is the email in which you will read the d e was never a moment I said I was suing them. I clearly informed him that his allegationo could be disproven in the courtroom AND of how legal proceedings occur in a courtroom. They don't seem to understand English language and have quickly turned this into something that MAYBE a lawyer in fact needs to pursue.
This company refuses to take responsibility and is now hiding behind more lies saying they can't not only refund me, but also respond because I've sought legal proceedings. If that was the case I wouldn't have come to the Revdex.com.
Final Business Response /* (4000, 10, 2015/03/05) */
We are sorry the consumer had an issue with their device.
We do not know how the damage occurred on the device as when it left out depot it was operating and had no damage. As per our Terms and Conditions the warranty does not cover cosmetic issues so the damage would not have been covered. Customer called back to say that there were other issues with the computer after she just reported the damage.
We are willing to process a payout in this case to resolve this warranty. The consumer will get an approval email and when she sends the unit back we will reimburse her the purchase price.
Final Consumer Response /* (2000, 12, 2015/03/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They are still denying responsibility for damaging my laptop.
They are still lying saying I've been the one inconsistent, but I have all the evidence (recorded phone calls, photos of before and after, and several emails).
I am relieved to finally get the justice I deserve. They have promised to pay me the full purchase price which is 699.00 via check by mail after they receive my laptop.
I will be sure to get a tracking number and receipt because I have a strong feeling they will lie saying they didn't receive to avoid what they have been for so long- a refund for my device, the 699 purchase price.
I will never use their service again!

We are sorry for any confusion experienced during the claim processSquaretrade had offered the consumer the resolution of reimbursement on [redacted], the consumer declined in favor of a second opinion via a local repair shop. The consumer contacted Squaretrade and advised that the unit was deemed beyond repair by the shop. The reimbursement option was then re-offered but at this time the price for the upgraded replacement device had done down to $[redacted] per their carriers website. Squaretrade's service contract states we will "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" due to this we would only be able to provide the settlement amount of the $[redacted] already given.

Initial Business Response /* (1000, 5, 2014/02/05) */
Hi [redacted],
I am [redacted] the resolution manager with SquareTrade. I'm sorry for the confusion in this case. But we are not really giving you the run around. You've been offered a payout option on your claim for your laptop. As far...

as your warranty contract with SquareTrade is concerned, we're fullfilling our obligation to you already.
The issue is your refusal to send in your laptop for the reimbursement. That is typically how the claim is processed; you have a defective computer that has been deemed unrepairable by a third party repair service; we'll accept that, but will need you to send in your laptop for verification and salvage. Once we have your laptop, we'll process the reimbursement for you.
If the data on your laptop is the issue, I believe the claims supervisor you spoke with yesterday, BJ, has already offered to allow you to keep the harddrive on this unit.
Currently, your claim is approved, and a pre-paid shipping label has been emailed to you. The only thing hold the claim up for your payout is your refusal to send in the laptop. I'm sorry, but that is a necessary step in finalizing this claim. And to be clear, your reimbursement is for $897.99, the price you paid for your laptop.
If you have any questions or concerns, please do call me directly at XXX-XXX-XXXX [redacted]
Regards,
[redacted] H
Final Consumer Response /* (4200, 12, 2014/02/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again, this is not stated in the signed contract. A contract is binding, not a page on a website or an email. I did not sign an email or website page. You are trying to twist words and make them work in your favor. If this was truly how you felt, you would put it in your contract.
I will not send my equipment to you. I expect the full amount to be sent. There is no reason for it to not be sent. You received repair quotes showing that it is not fiscally reasonable to repair the computer.
Going a step further, I eve decided to have the laptop repaired and sent an invoice to you for the repair costs. I am now being told that the repair will not be honored because part of the charges included transferring data from my old Hard Drive to my new Hard Drive. I'll beat you to the punch and state what your contract has in it:
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"
The data transfer DID NOT cause damage to my computer. The damage that was incurred was from something completely different, as I stated in my warranty claim. The data transfer is part of the repair process and is part of the warranty claim.
I being reasonable enough to attempt to get it repaired. It is now repaired and you are refusing to pay me the entire amount as promised. What a scam. Seems like a bait and switch ploy. I feel bad for anyone that doesn't know how to read contract language. There are many people that are falling to your ploys and endless games that are played. I would imagine that most people would simply give up at this point. I haven't and will not.
My proposed settlement is as follows. I keep the repaired equipment. You pay me the full amount of the warranty. I pay the difference above and beyond that. This is more than fair. It is written in the contract. I have to pay the repair shop now that my hand has been forced. If I do not receive payment, this will have to go to small claims court for a judge to make their decision on what a grey area is and isn't. Grey areas ALWAYS go in the favor of the consumer. Not only does that go in favor, but contract language goes in favor of consumers as well.
Final Business Response /* (4000, 10, 2014/02/07) */
Hi [redacted],
Our contract does not go into specifics about process at all. But the requirement for sending in your device upon determination of payout is clearly stated in your confirmation email and on our purchase pages.
I'll excerpt the detail from our Plan Details, which was in the same email with our warranty contract:
Reimbursements: Sometimes it's faster to reimburse you the cost of your item. If we reimburse:
For most cases, you'll have a choice of payout options.
If your item is shippable, we'll provide you with a pre-paid shipping label.
Once we receive your item, we'll pay your claim within 3-5 business days.
This is a laptop, so it is shippable. And we've made it as easy to do as possible by providing you with a pre-paid label.
Again, we don't consider this a grey area. The requirements were indicated to your claim filing, and also prior to your warranty purchase. Please understand that we do need it for verification. And you are being made completely whole even if you send your laptop to Squaretrade. You'll get the exact amount of money you spent on this laptop; and given the time that's past, you should be able to buy the exact same unit, if not an upgraded model at this point.
Regards,
[redacted]

We apologize for the issue the consumer experienced our records indicated the consumer's device needed the following: Replacement hard drive, windows reinstall, Microsoft & Samsung Charger replacement. Per Terms & Conditions, "We don't cover accessories or parts that are meant to be replaced...

by the buyer & "We don't cover software issues, including for computers, phones, and tablets". As an one-time exception we reimbursed the consumer for the accessory item but we will not be reimbursing for the software. We recommend the consumer review the terms & conditions so there is a clear understanding of the warranty.