SquareTrade, Inc.

Initial Business Response /* (1000, 5, 2015/12/07) */
We apologize the consumer experienced issues with his device. The consumer has been contacted and agreed to reimbursement. For the inconvenience, the warranty has been refunded.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/08)...

*/
(The consumer indicated he/she ACCEPTED the response from the business.)
As long as this is what I was told would happen I do accept this. I actually need to see this come to fruition though. My experience with this company makes me have reservations. According to the person I spoke with I should be getting $1079.95 for the camera and a warranty price refund of $229.99. If this is what happens I will consider this resolved.
Final Business Response /* (4000, 14, 2016/01/13) */
The consumer has confirmed deliver of the $1079.95 reimbursement check however a system glitch caused the warranty refund to not be processed. We are making improvements to resolve this system glitch.
We have confirmed that the check will be issued for $102.29 & should be received in 7-10 business days.
Final Consumer Response /* (2000, 16, 2016/01/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/12/15) */
We are sorry that the consumer is having delays in being able to file a claim. We have a copy of the receipt in our files showing that a warranty was purchased. The issue with not having the warranty in our database has nothing to do...

with anything the consumer might have done. The issue is that the warranty was not loaded into our database. We have escalated the problem, have contacted the consumer and will find a solution that will satisfy them.

Initial Business Response /* (1000, 5, 2014/08/20) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
We do disclose the level of coverage you are purchasing. This information is available prior to purchase under our learn more section as well as in process prompts...

during the purchase path.
Post-sale, we also send you a copy of your warranty contract with a summary and details about your plan.
We've never offered ADH coverage for larger items, like TVs. ADH is offered for mobile devices like cellphones, iPods, laptops, etc. Items that are generally stationary are not offered the option of ADH coverage as the cost of the additional coverage is not warranted for units that are not transported or handled under normal usage.
Unfortunately, we will not be able to comply to offer you coverage for a physically damaged TV. We'll get you a refund on your warranty, though.
Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/08/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand that the information (or lack of disclosure) from SquareTrade. However, their statement of "We've never offered ADH coverage for larger items, like TVs. ADH is offered for mobile devices like cellphones, iPods, laptops, etc. Items that are generally stationary are not offered the option of ADH coverage as the cost of the additional coverage is not warranted for units that are not transported or handled under normal usage." is not true because you can purchase ADH as a member of Costco (which I am) and with their Concierge service, they would've replaced the TV, regardless.
So because of their discriminatory practices with this complaint should be a permanent record against them.
Final Business Response /* (4000, 9, 2014/08/26) */
Hi [redacted],
Costco's Concierge service is not provided by SquareTrade, so their coverage isn't something we can control. But I do not believe Concierge service would cover you for a damaged TV either.
[redacted]

Initial Business Response /* (1000, 5, 2015/05/13) */
We are sorry the consumer had issues with their device.
The phone that we had issues sending a replacement phone that operated properly was resolved eight months ago. The delay caused by us wanting to make sure a proper replacement phone...

was sent.
As per our terms and conditions we will provide a replacement device, if available. In the current case we do not have the model available and offered the consumer the option of have the device repaired locally and we would reimburse. This usually is the fastest way a unit can be repaired. This is the option the consumer chose. We are constantly updating our inventory to provide the consumer with replacement phones, but we cannot guarantee their availability.

(The consumer indicated he/she DID NOT accept the response from the business.)If Squaretrade had done their job as a warranty company in the first place, we wouldn't be in this predicament. They need to honor the warranty because of the lack of availability in the unit being in stock, it caused this situation that is completely out of my control. Squaretrade should not be selling warranties if they are not going to handle the warranty themselves and rather direct the customer to handle the warranty item themselves, and be put in such predicaments, such as this one. I must insist that Squaretrade issue full refund for phone purchased, as clearly shown by receipt I provided them.

Initial Business Response /* (1000, 5, 2016/03/21) */
We apologize for the issue the consumer experienced with their device.
Our records indicate That we did receive the invoice an a check was processed on 3/8.

We are sorry for any issues the consumer had with their device. Several attempts have been made to contact the consumer at the phone number we have on file.  In order to trouble shoot the customer's unit we would need to have them on the phone and near the device.  We have also had trouble validating the consumer's model and serial number provided.  SquareTrade's appliance department has reached back out to the consumer to gather in the information necessary and trouble shoot the device.  Currently, we are waiting for  the consumer to return our calls to finish their claim process.

Initial Business Response /* (1000, 5, 2015/03/05) */
We are sorry the consumer had an issue with their device.
We are working with training our specialists so that the proper expectations are set.
We do not know why our system did not have the correct mailing address. We do have that...

corrected.
We spoke with the consumer and he is going to keep the tablet we sent as a replacement.
Due to the poor service the consumer received we are going to refund them the warranty price.

I threw my money away on a 2 year warranty for my new cell phone. Within 5 months the phone started to go crazy and would rapidly open one app after another randomly and usually end up with the camera turned on. I tried to file a claim online but the form would not let me continue because they didn't have my brand of phone listed and there was no way to type in my brand. I tried calling but every time you call you get the same message that they are overwhelmed with calls and they offer to take your number and call you back without losing your place. I tried that and waited all day with no call back. The next day I tried again and got the same response. This time I got a call back in about 2 hours. I got no help at all from the agent I spoke to. First he didn't like the way I sent in the receipt so he wouldn't accept it. Then he insisted that I reset the phone and lose all my information and then call back again and go through that same process all over again. They just look for any excuse to not pay a claim by wearing you down. I will never do business with this company again.

We are sorry for any delays experienced during the claim process.SquareTrade requires our specialist to attempt troubleshooting first before any action can be taken. Since the troubleshooting has not remedied the issue we have processed a claim for the consumer to repair the unit and a...

shipping label has been sent to the consumers email along with instructions on how to prepare their device.

Initial Business Response /* (1000, 5, 2014/12/18) */
We are sorry the consumer had an issue with his device. The payout we offered is based on the Terms and Conditions of the warranty. The repair costs are what are documented to us. The repair depot also mentioned that there were numerous...

parts replaced, not just the one to which the consumer referred. We did not get the itemized version of the labor costs, our records only show a cost of $272 for parts.
With that being said we will settle with the customer. We do not find his demand unreasonable. We will contact the consumer and agree to a resolution.

Initial Business Response /* (1000, 5, 2015/12/02) */
We apologize the consumer experienced issues with their device. The consumer's check is being processed and should be received within 7-10 business days. We have contacted the consumer and he is aware of the resolution.

Complaint: [redacted]I am rejecting this response because: it still does not meet the Terms of their agreement. They are speaking out both sides of their mouth. They say that the damage was due to handling. However, they tell you that they aren't responsible for "damage resulting from any cause other than normal use and operation of the product in accordance with the manufacturer’s specifications and owner’s manual," That is what a carrying handle is used for. What was I supposed to do? Carry the vaccuum in a way that is not supposed to be done? 
They say wear and tear does not cover parts. What does wear and tear cover? What is there left if "parts" are not covered?
Squaretrade is making extremely weak arguments and failing to abide by their own Terms of the warranty, claiming that I should not have been using a carrying handle when trying to move the vaccuum, which would have then violated their other Terms saying that I need to abide by the specifications in the owner's manual. 
The other item they say they cover are defects in materials and workmanship. What is a broken piece such as a carry handle? Sure seems like a defect in the material used to construct the handle to me.
Sincerely,[redacted]

complaint: [redacted]I am rejecting this response because:
I still have not received promised payment and I don't trust anyone at this company any further than I can throw them. Claim will be accepted if/when squaretrade follows through with anything they have promised 
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: I felt as though I was forced into taking a cash pay out. this is something I do not want I want a replacment phone. I have been around and around with this buisness and everything in there brochure is false this has been nothing but a hassel. they say hassel free and this has been more than a hassel I have spent countless hours on the phone transfered back and fourth. the only phone they will offer me is a phone that is 3 to 4 years older than the one I have and am still paying for. The pay out they want to give me isn't going to cover all the charges and fees plus gas and wear a tear on my vehicle to go find a new phone because I live in a rual area with very little around. This buisness has not tried to compensate for any and everything we have been through. I have had to keep my wife's phone from her so I can make phone calls texts and emails to try and get some kind of a resolution. This is not acceptable my wife drives and hour to work and an hour home everyday and delivers mail driving all day so now she is without a phone if and accident or break down happens she has no way to get help. I have been without my phone for about 10 days now also paying for a service I am not able to use. I have paid for the protection plan and the deductible and have yet to receive anything. Buyers Be Ware!!!!! False advertisement!!! By the time I get a new phone ill be without service for a month that I have had to pay for.Sincerely,[redacted]

I called to file a claim and got a recording telling me I needed to have my original receipt when calling. I should not need that because I sent them that when signing up. Then, because I wanted to file a claim I was on hold for over an hour listening to their obnoxious music waiting for an answer when I had to give up because my battery died. They will do whatever they can to prevent you file a claim.

Initial Business Response /* (1000, 5, 2015/10/28) */
We apologize that the consumer had issues with their device. We have reached out to the consumer to resolve their concerns but have yet to receive a response.
Initial Consumer Rebuttal /* (3000, 12, 2015/11/13) */
As an...

update. I was contacted by phone by [redacted] at Square Trade on the Resolution Team. On 04November 2015 We spoke on the phone and she followed up with an e-mail stating Square Trade will refund me the $100 that was taken out of my account without authorization AND refund me the cost of the plan at $99. I was instructed this could take 5 to 10 business days. I did receive a refund of $50 on 04November2015. As of today, 13November2015 I have not been refunded the other $50 OR the $99 for the cost of the plan. I agreed with [redacted] to give a review to indicate a satisfied resolution when those actions were complete. At the time of submission of this comment they have not been completed.
Final Consumer Response /* (2000, 15, 2015/11/17) */
As of today 17November2015, Square Trade has returned the complete total of funds taken from my account. I have e-mailed [redacted] at Square Trade to notify her of the returned money. In addition, [redacted] did explain the refund of the cost of the protection plan would be mailed to me in the form of a check. She has been very receptive to my concerns.

We are sorry for any issues the consumer had with their device.  When a consumer sends in an item for repair we allow an additional 30 day rework period incase there are any furhter issues that need to be adressed.  In the event the consumer's warranty ends after a repair our...

rework policy would still continue after the end date.  The consumers warranty has expired and is not eligible for any rework attempts.  At this point in time, SquareTrade would not be able to cover the consumers device.

Initial Business Response /* (1000, 8, 2015/03/31) */
We are sorry the consumer had issues with the repair of his unit.
On March 17 the unit was deemed unrepairable and a check was processed. The consumer should receive the check by April 2. SquareTrade carries a 5 day repair guarantee...

which states if the item is in the repair facility for more than 5 business days we will refund the warranty price. In this case the device was in for repair for much more than the 5 business days. For that reason we will be refunding the consumer what he paid for the warranty as well.

Initial Business Response /* (1000, 5, 2015/08/31) */
We are sorry the consumer had issues with their device.
The photos that were sent to us clearly show that there was damage to the screen. As per our Terms and Conditions we do not cover accidents on TVs.
The consumer does have an email...

from SquareTrade stating that we moved the claim to provide the consumer with a replacement TV. This email was sent in error. None the less the consumer does have documentation that we will provide a replacement TV.
For that reason we are proceeding with getting the consumer a replacement TV.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received a call from [redacted] with square trade about 12:30 mountain time and he stated they would be issuing me a check in the amount of $1470. He said it will take 10-14 business days to reach me. Once, I receive the check and it clears I will be satisfied and will contact the Revdex.com and let you know the issues has been resolved.
Final Business Response /* (4000, 9, 2015/09/09) */
We are sorry the consumer had issues with their TV.
We have expedited the payment and according to our shipper the check was received on September 9.