SquareTrade, Inc.

We are sorry for any issues the consumer had with their device. The consumers original device was no longer available through their carrier for replacement.   After the consumers device was deemed irreparable by a local repair facility their claim was moved to reimbursement....

 Due to the consumers device no longer being available an email was sent on [redacted] stating the customer would receive $[redacted] for the price of an upgrade [redacted].   A second system generated email went out stating a price of $[redacted] which was actually the consumers warranty cap not item price. Currently, we are not able to reimburse the consumer anything further as the replacement cost of an [redacted] is $[redacted].  Also, the proof of purchase information sent over by the re-seller indicates a purchase price of $[redacted]

Initial Business Response /* (4000, 7, 2014/10/01) */
We are sorry the customer experienced this the delay. We have no control over the availability of parts to repair units. We have since paid the customer out as is our policy when an item is in repair for more than three weeks....


Initial Consumer Rebuttal /* (2000, 9, 2014/10/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/02/26) */
We are sorry the consumer is having these issues with payment. The claim was approved three months ago and there have been delays in payments.
Our records show that the most recent payment was sent on February 17. We are in contact with...

the consumer to make sure the check has been received. If the check has not been received we will ship the check so we can have a tracking number and find the shipment if lost. We are also going to reimburse the consumer the warranty [redacted] due to the fact that is has taken so long for them to receive the payment.

Final Consumer Response /* (2000, 6, 2014/07/07) */
Matter resolved, received check #XXXXXX dated 6/23/2014 postmarked 6/24/14. I don't understand why this company offers you a choice of Paypal and then ignores your choice. I also do not understand why representative [redacted] could not just tell...

me they had mailed me a check when I spoke with him on 6/25/14.

Initial Business Response /* (1000, 8, 2014/10/02) */
We are sorry for the miscommunication. Our Terms and Conditions state a new or refurbished item and does not guarantee "new". Because the consumer was told a "new" phone we did reimburse them the cost of a new phone and are going to...

reimburse them the warranty price.
Initial Consumer Rebuttal /* (2000, 10, 2014/10/06) */
I FINALLY received payment for reimbursement for my wife's phone today 10.3.14. It has been a very long and difficult process, but my perseverance prevailed and we have obtained everything that we fought for. It took me reading the laws to one of the representatives about fraudulent practices before I got anyone to really help me, but once the definitions were established about dishonest business practices, I was tended to in a much more appropriate manner. I was told however that they would send payment the 18th of September and that it would take 7-10 business days to receive payment. The post mark on the envelope was September 29th. It's extremely disappointing the lack of integrity and honesty that I received, but I DID get paid. I will NOT ever use or recommend Squaretrade to anyone due to my experience with them. Thanks Revdex.com for your assistance with all of this.

Complaint[redacted]I am rejecting this response because:
As I stated in my complaint, I have already called like 5+ times. I have been on hold trying to get through to someone at SquareTrade for literally HOURS. The one time I managed to get through to a person I could barely hear him, and all he did was transfer me to another department where I was put on hold for another half hour until I just gave up waiting so excuse me if I don't want to spend another X hours of my life trying to get through to a live CSR.If you actually read SquareTrade's T&Cs, it states "4. WHAT TO DO IF A COVERED PRODUCT REQUIRES SERVICE: File a claim online at www.squaretrade.com or call Us toll-free at 1-877 WARRANTY (1-877-927-7268) and explain the problem. We will attempt to troubleshoot the problem You are experiencing. If We cannot resolve the problem, You will be directed to an authorized service center." I have filed a claim online, and I have called you guys to explain the problem. I have more than fulfilled all of my obligations per the T&Cs: SquareTrade has not fulfilled any of theirs. I have described the symptoms I have been experiencing with my dryer four times now (once in the initial claim, twice in my emails to CSR Hien Ly, and once in this Revdex.com complaint). Not once in any of the communications that I have received from SquareTrade has anyone made an attempt to troubleshoot the problem. No, it is just this endless cycle of "oh, you can contact us..." Again, I want SquareTrade to send an authorized repair technician to fix my dryer, and I want a check for the cost of my warranty sent to me for the lackluster service I have experienced as per SquareTrade's 5 business day guarantee.

My warranty contract states (Terms and Condition), (Service Agreement). In this service contract, I would receive incredible service that includes in home service for large items and no "like model" replacement. The service covers 100% of parts and labor, with no deductibles. And if item cant be...

repaired, the full item price will be paid out to me. Square Trade replace the LG TV for a lesser value LG TV, the quality of the TV is not high quality, and does not have the specification or features of my warranty TV that I purchased. 
How can this be resolve, I would like a new replace TV, not refurbished, no like model as it states in warranty (Service Agreement), but a new LG TV with the same value, and high quality features and specification as the one I purchased, or full item price paid out to me, as it states in the warranty (Service Agreement).

Initial Business Response /* (1000, 5, 2015/11/30) */
We apologize the consumer experienced issues with their device.
The pictures sent by the consumer shows the television screen has a spider web crack indicating a point of impact and confirming the television was physically...

damaged.
As stated in the Terms & Conditions, unless you purchase ADH coverage, we don't cover items that are damaged accidentally. This includes water immersion, drops, and spills.
The consumer has been advised to contact the reseller to cancel and get a pro-rated refund.

We are sorry for any issues the consumer had with their device.
sans-serif; COLOR: rgb(34,34,34)">When Squaretrade does not have phones in stock to send to consumers, the next recourse would be to offer a repair option or in this case, reimbursement for the failing device.
Currently, we do not have the consumers phone in stock. Since the original carrier of the warrantied device has the phone available, we wouldn't be able to provide additional reimbursement for a device through an alternate service provider. As it stands, Squaretrade can only offer the original reimbursement option to the consumer.

Initial Business Response /* (1000, 5, 2015/05/07) */
We are sorry the consumer had delays in receiving his TV.
Due to this delay we decided to pay the consumer what they paid for the TV so they can purchase a replacement TV.
We have contacted the customer to make them aware of the...

payment.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
SquareTrade did not contact me, I called them for status. What makes matters worse is the television I purchased cost $1000.00. So I purchased an additional 3 year extended warranty from Sq.Tr. The Television they offered to replace the original with is valued at $550 (Vizio E50-C1
Television Specs: 50" Screen 1080p 120 Hz Smart TV 3 HDMI ports). After calling for the final time, I was mailed a check for $899.99.
Please close this claim.
Final Business Response /* (4000, 9, 2015/05/19) */
We are sorry for what the consumer experienced and are relieved that they want to close this complaint.

Initial Business Response /* (1000, 5, 2014/07/17) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I'll pull your call with Sean and will review it with his manager to provide corrective actions. I apologize for your experience with this.
As for your tablet, our...

general resolution with regards your particular item is to send it to one of our repair depots for repair, we do not replace items if they fail.. If the unit is determined to be unrepairable, we will provide you with a full reimbursement of the purchase price.
Please have the tablet sent in using the pre-paid shipping we've provided and we'll get it repaired as soon as possible.
Thank you,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/07/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have never recived a shiping label for it so I can not send it anywhere. Every other time I've called they've just sent me a gift card for the reimbursement of the item. That works much better than this hassl.
Final Business Response /* (4000, 9, 2014/07/21) */
Hi [redacted],
I'll request another label to be sent out to you. I apologize for the hassle, but we have different resolutions for different devices.
I'll get this expedited to you right away.
Regards,
[redacted]

Initial Business Response /* (1000, 8, 2014/03/06) */
Hi [redacted],
I am [redacted] the resolution manager at SquareTrade. I am so sorry for the delay in this.
I just checked in with our accounting department they confirm that the refund fr your warranty was processed and should be in...

your PayPal account by now.
Please check your paypal account and let me know at [redacted]@squaretrade.com, if you don't see it still.
Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 10, 2014/03/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again they are promising that the $40 is in our paypal account, but once again it isn't there. Once again I have contacted the email address they provided for further contact, and once again I get no response from them. I want them to follow through on their empty promises. I want them to call me on the phone number on my account and stay on the phone with me until the paypal money has ACTUALLY been transferred instead of another empty promise. I am sick of them wasting my time and lying over and over again. I have multiple warranties with them, and they don't seem to care since all they do is lie. They created this whole mess, and they are not following through on their end of the deal!

Initial Business Response /* (1000, 9, 2016/03/01) */
We apologize for the issue the consumer experienced with their device at this time we no longer offer coverage on drone units & the consumer was informed of this however we will make an exception to payout the consumer. The check is being...

processed & the consumer will receive a confirmation when it has been sent.
Initial Consumer Rebuttal /* (2000, 11, 2016/03/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/07/07) */
Hi [redacted],
I am [redacted], the Resolution Manager here at SquareTrade.
I am sorry for the delay on your claim. Unfortunately, we did not have your particular phone in inventory when you called us, so the option of having it exchanged...

overnight was not possible.
I do see that we've since changed to resolution so you can have it repaired locally and have SquareTrade reimburse you for the repairs. Looks like we have your invoice for repair and are processing the reimbursement right now.
I've refunded you the $50 as a courtesy due to the hassle our lack of inventory caused you. You should see this credited back to your credit card account in about 3 days.
Please let me know if I can be of further service.
Regards,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2014/07/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Square Trade processed my claim speedily once I took a more active approach to resolving the situation. The initial lack of communication/respect for my time was regrettable, but I do appreciate the firm's speedy interest in setting things right.

Initial Business Response /* (1000, 5, 2015/05/28) */
We are sorry for what the consumer experienced. For the issue with the phone, SquareTrade sent the consumer a label to send it in, per process. The consumer is now welcome to file claims on his camera and two tablets, per his request....

Spoke to consumer and he appears to be satisfied with resolution and will send in phone as soon as he can.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I continue to get various road blocks even after many promises. I continue to email the one contact who emailed assurance that evrything would be taken care of. I have been emailing her back since 5/31 with no resonse back. I made two other attempts nothing.
As promised I sent in the Iphone that was the issue. Since then I have made 6 calls into squre trade and again different answers. The first call they researched and advised me nithing was received and that I needed to provide him a traking number, even though sq. trade sent me the fed ex label. after many hours of searching at home I provided them the traking number he then advised me he would process me a replacement since it was noted my original refurbishment was broke. He kept me on the phone long period of time and then advised me I needed to talk to an are who just handles refurbsh. I called them they advised me same thing I would get a replacement on my iphone 5 they saw the notes on my file only thing was they needed the iphone original to be received and to call back monday morning 6/8. I called at 5pm est on monday 6/8 as promised spent another long periods of time on the phone . Again agent informed my nothing was recveived and nothing was ever sent by me . Again I had to provide him the fed ex trscking number XXXX XXXX XXXX to prove the fact I didnt send in the phone on 6/2, he called traced iformed me that it was recieved and an audit was being performed. He understood my frustration and told me to hold on . I WAITED over 20 min of back in fourth and he advised my my account is now good and cleared. My replacement iphone was clearly documented and all I needed to do was to speak to another area give them my ticket number and they could send me my replacemnet iphone 5, again tranfered again where I could not wait ion the phone someone had to call me back. 20 min later someone called me back I went over the situation again and agian the representive tried to tell me nothing was recveived no traking of any phone and again I never sent anything in. OMg HOW DIS-ORGANIZED AND FRUSTRATED CAN THIS BE. I gsave the gentelman my ticket number and again tracking number he put me on hold again researched everything finally phoned the fact phone was received. I told him look at notes he noticed yes a replacement was to now be processed but he needed a supervisor to assist him since warranty expired. He put me on a lengthy hold and came back said sorry about notres but nothing about phone can be done thanks for sending it back in and sorry you will no be getting a replacement. Now how do you think I feel now with square trade ! !!!! Again squre trade famous words well I can have someone call you back within 24 hrs. again many broken promises
Final Business Response /* (4000, 10, 2015/06/10) */
Our Assurance Team is looking into the customer's case and will reach out via email or phone call in the next 24 to 48 business hours.
Final Consumer Response /* (4200, 14, 2015/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I continue to get promises of a return call of 24 to 48 hrs . Again I was told that on Monday jun 8th and now now it's 4 days later no call . Each time I call in to process even the camera or notepads they inform me those warranties have expired nothing can be done . Square trade has the worst customer service !

my first experience with squaretrade was great but this last time was terrible I need a battery for my phone ok no problem right. well they said it should be here in 2 business days a week later I call spend an hour on hold and they say they don't know what happened must have been held up by storms. which is total bs since I was told its getting shipped from California to Washington. so they say they will ship another one. still have not got it so I call again another hour on hold the guy was rude and said I should got buy one and they will refund me for the purchase ok sounds good except im 40 miles each way from the closest place to buy one so he said I guess we cant help you. so here I am 3 weeks later still with no phone because the battery is bad very dissapointing

Initial Business Response /* (1000, 5, 2014/09/10) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I am sorry for the hassle in all this. The receipt was not uploaded to our system, but in this case, I'll have a claim processed for you anyway.
I'll have an agent...

contact you to get this resolved. Please give me a bit of time on this.
Thank you,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/09/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received a confirmation indicating the registration was completed successfully and therefore no additional information was requested. Furthermore, in the YouTube video as seen on the company's website Help section, it indicates that if the customer fails to submit a receipt when registering, a bubble will appear mid-screen indicating the outstanding documents to be submitted. I have SCREEN shots that my registration and all documentation was submitted. I would like to have the TV repaired or replaced - same for same. If I have to spend $50+ on S/H to the merchant, then accept the $289.99 which was offered, then I will not be able to replace the TV for an equal replacement. Therefore, the offer is not acceptable. Screenshots referencing the comments made above are available in the event this becomes necessary. Please review and advise. Thank you, [redacted]
Final Business Response /* (4000, 11, 2014/11/17) */
We are sorry for the delay on this.
We had corresponded with the consumer on what the next steps are regarding the claim. The consumer has responded back noting that the item is in transit to our facility. Once the item is in our facility, we will be reimbursing the consumer the amount of $289.99.
Final Consumer Response /* (4200, 13, 2014/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes I did accept a revised business resolution as they have since provided the necessary shipping slips for the unit to be mailed. I am waiting to confirm this is 'completely' acceptable until the package is received, processed and payment is verified as I wanted my television to be repaired/replaced same unit. PENDING. Thank you. [redacted]

Initial Business Response /* (1000, 5, 2015/09/16) */
We are sorry the consumer had issues with their device.
As part of our service to the consumer we do offer a replacement TV with the features that match the specifications of the TV being replaced. We then email the consumer with the...

model of the TV we are offering and the features of the TV. Many consumers find this to be a convenience as they will not have to "shop around" for a replacement. Of course if the consumer does not find the TV replacement as a viable replacement we will proceed with a payout.
Due to the poor experience the consumer had and the delay in the processing of the repair we are also processing the consumer a refund of the warranty price.

Initial Business Response /* (1000, 5, 2015/12/14) */
We apologize for the issue the consumer experienced with his device.
The consumer has been contacted and it was confirmed that the replacement phone has been received.
Initial Consumer Rebuttal /* (2000, 12, 2016/01/04)...

*/
Issue was resolved. I was told that if you have a un-locked phone, it takes 7-9 days to get a replacement phone. Un-locked phones is not normal stock. I received a new phone on day 7 after filing a claim.

Initial Business Response /* (1000, 5, 2015/02/10) */
We are sorry the consumer had problems with our replacement phones.
We are going to make an exception and payout the consumer on this claim as well as refund the deductible that was charged.
We are in contact with the consumer to have...

this processed.