Initial Business Response / [redacted] (1000, 5, 2016/01/20) */ We apologize the consumer experienced issues with their deviceThe SquareTrade Assurance Team indicated that the consumer filed a claim on an item that had discrepancies with the information providedUnfortunately, items with misrepresented documentation are not in accordance to our Terms and Conditions and are considered ineligible items and we are unable to honor the warrantyThe warranty has been cancelled and a full refund will be returned in 7-business days Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) These are poor business ethicsI provided authentic documentation to squaretrade each and every timeThere was no problem until the reimbursement process started, now you just cancel my plan and getaway with breaking a contract and leaving me stuck with the cost of repairWhat discrepancies??? SHOW AND PROVESquaretrade just does not want to keep their end of the deal.Accidents happen and are not preventable all of the timeI already had insurance with T-Mobile and now I have no insurance because I can't reactivate the same plan again Final Business Response / [redacted] (4000, 9, 2016/02/10) */ Our records indicate on 1/11/the consumer talked to an Assurance Manager & was informed that the receipts provided were invalid due to the discrepancies on it We will no longer cover the device, the warranty has been cancelled & refunded
Initial Business Response / [redacted] (1000, 5, 2015/10/13) */ We are sorry the consumer had issues with their device There was miscommunication between the consumer and the specialistManagement 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 deviceThe consumer has accepted and agreed to this resolution Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/11/17) */ SquareTrade was super and we agreed on the payment of the claim
We apologize to the consumer for the delayPer our Terms and Conditions, the consumer is responsible for purchasing the correct SquareTrade Protection Plan for the consumers product based on condition, price or purchase locationWe have reached out the the specialist that made they error of approving the claim so this does not happen againDue to the fact that the phone was marked as Beyond Economical Repair, it took some time to locate the phone backOur technicians did locate it and the device is on it's way back to the consumerWe have also canceled and refunded the warranty back to the consumer
We apologize to the consumer for the confusion on the warrantyThe consumer was not correctly informed of how the warranty works at the point of sale by the sellerThe SquareTrade Warranty purchased through Toy's R Us does not cover accidental damage from handling, nor do we offer that service for that item categoryUnfortunately the consumers claim is considered as accidental damage from handling, we would not be provide any serviceWe do recommend going back to the store that misinformed the consumer to see if they can help rectify this issue
Initial Business Response / [redacted] (1000, 5, 2014/03/28) */ Hi ***, I am [redacted] the Resolution Manager at SquareTrade I am sorry for the hassle you've had on this case, but we're not going to be able to offer you a payout on your claimsOur claim process, as stated to you, is that we'll attempt repairs and if a device isn't repairable we will offer you a reimbursement From your statement, you had already purchased new phones prior to filing your claim with usHad you mentioned this, we would explained our position betterBut our agent did offer to have your phones sent in for repairs, and clearly indicated to you that repair was our first resolution I am not sure why you proceeded with the repair process and expected a payoutUnfortunately, we're not able to offer you a payout after doing complete repairs for both your phones I am sorry I couldn't provide better news Regards, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/04/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) We DID state that we had to get new phones in the claim that we filedIt is not our fault that your claims people did not see thisOur phones were not repairable and they were not repairedThis is a complete lie if you try and tell me this We stated in our claim that the phones were severely water water damaged and did not work as well as the fact that we bought new phonesYour contract and employees say that if the phone is not repairable you will get the payoutNOT that we will get new phones "Replacement is only offered on iPhonesIf you buy our warranty from Costco or Sams club on any android phone then also you are covered for a replacement phoneIf the warranty is purchased from our website on android phones then it is not covered for replacement but in the case of iPhone is covered." These are 100% brand new phones NOT our phones fixed! My screen wasn't broken so why would they replace itThese phones do not have a single piece of our old phones in itYour company is terrible if you cannot even follow through with your contractWhy are we being treated differently? Tons of other people stated their phones were water damaged and received payout before it shippedWhy were we not offered this? We sent in our phones for "repair" because we knew they couldn't be repaired and your company told us to send them inFully knowing that we had already purchased new phones! We proceeded with "repairs" because that is what your company told us to doWe told you we had to get new phones and squaretrade said the old phones could be fixedThis is not our fault Final Business Response / [redacted] (4000, 11, 2014/04/29) */ Hi ***, I had to review this case with other members of our escalation teamAs I've previously stated, you had sent this unit in with the knowledge that it was going to be repaired, but the expectation of a reimbusementSo technically we did what we were supposed to do for you in this case But after review, we do find that having to pay out almost $because of a miss-understanding is quite a hardship, so we'll go ahead and have you send your repaired phones in and will get you paid out I'll have an agent contact you to get the details hammered out Thank you, ***
Initial Business Response / [redacted] (1000, 5, 2015/02/18) */ We are sorry the consumer had problems with their phone We have processed the payment on February and a check is being sent out to the customerThey should receive the check by February We are sorry the consumer experienced the delay in processing this claimFor that reason we are refunding the customer the warranty price as wellThey should receive a check in the amount of $ Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/02/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2014/06/02) */ Hi ***, I am [redacted] ***, the Resolution Manager at SquareTrade I am sorry for the hassle on thisOur agents should not have told you the charges would stop after plan completionI'll check into this and will offer corrective actions to resolve with the CS team I want to explain though, that the might be confusion as to how cancellations work with regards to our installment plansIf you had not made use of the warranty, and cancelled it, then the recurring charges would stopIf you did make use of the warranty, then basically, you received full benefits of it, and therefore, has to pay for the full product, even though the payout completed the warrantyI wonder if this is where the confusion arose I do see from our notes that you were promised that the charges will stopI will go ahead and get our systems people to proceed with thatAnd I'll get those charges for the last three months refunded for you tooYou should see those in a few more days If you have any questions or concerns, please contact me at [redacted] @squaretrade.com Thank you, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/06/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you, I appreciate you honoring your words after the whole debacleYes I completely understand now that it will charge to completion once the plan is completed, but I was never informed that by any of the representativesIf I had known from the first place, I would've just payed the full paymentSquaretrade is a good warranty company, and I look forward to continue doing business with the company
Final Consumer Response / [redacted] (2000, 6, 2014/07/07) */ Matter resolved, received check #XXXXXX dated 6/23/postmarked 6/24/I don't understand why this company offers you a choice of Paypal and then ignores your choiceI 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/
I am very disappointed with their [practisesMy claim has been approved almost one year ago and it ihas not been paid yetI hAVE SPEND AT LEAST HOURS ON THE PHONE WITH THEM THEY PROMISE THAT THEY WILL CALL IN ONE HOUR AND THE CALL NEVER COMESTHEY SAID ONRE T IME IT WILL BE PRESENTED TOTHE HIGHER PEOPLE AND WILL CALL YO BUT THEY NEVER CALLmY PRINTER IS STILL BROAJKEN AND I HAVE LOST SO MUCH OF MY OFFICE PRODUCTIVE TIME WHICH IS COSTMG ME MORE MONEY MY CLAIM IS STILL PENDING,..I DONOT KNOW WDHAT TO DO AND HOW TO APPROACH THEM AND HAVE HE WORK DONE LAW SUIT MAY BE?? AUTAR WALI MD
Initial Business Response / [redacted] (1000, 5, 2015/12/14) */ We apologize for the issue the consumer experiencedOur records indicate that the purchase was initiated on a reseller's websiteThe consumer's refund was initiated on 12/8/and the funds should be returned in 7-business days Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not received the refund check as of today from the company nor have I been assured that my credit card and personal information has been removed from this company's database Final Business Response / [redacted] (4000, 9, 2015/12/16) */ The purchase of the warranty was not done on the SquareTrade website it was through a separate resellerWe do not have access to the consumer's credit card information but we have removed her mailing address, phone number and email address from our databaseThe consumer's refund was initiated on 12/8/and the funds should be returned in 7-business days Final Consumer Response / [redacted] (4200, 11, 2015/12/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am still receiving emails from Square Trade to my work email addressI want COMPLETELY removed from their databaseI want ALL personal information REMOVED from their database
Initial Business Response / [redacted] (1000, 5, 2015/03/16) */ We are sorry it has taken so long for the consumer to receive payment The reason that it has taken so long is that the address on file cannot be verified by the United States Postal ServiceThe consumer has since corrected the address We are in communications with the consumer to ensure they receive the payment as soon as possible Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/03/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) My case was not even taken seriously until the Revdex.com got involvedUpon them being notified I received a call from [redacted] with SquaretradeI was told that a check would be sent overnightI declined this as there was already mailing issues prior and I was out of townI was told before this that paypal was an option and chose thisI verified my email again for paypal and was told that it should be handled tomorrow (around march 17th)It would be delivered at the latest by March 23rdThis is the 28th and I still have not received payment nor has [redacted] the one in charge of my case returned a phone call or an emailI want my refund and no further contact with this company Final Business Response / [redacted] (4000, 9, 2015/04/01) */ We are sorry the consumer did not receive the payment We would not know if a consumer had not received a payment unless a consumer lets us knowOnce the consumer contacted us letting us know the payment was not received we followed up and were able to send the payment overnightAccording to the tracking number the check was delivered on April
Initial Business Response / [redacted] (1000, 5, 2015/04/22) */ We are sorry the consumer had issues with their device. The claim was processed and does require a signed document for our records. Sometimes an attachment can get corrupted and becomes unreadable when received. We are not sure what... happened to the signed document when first sent but the document was received in a format that was readable by our systems and we did process the payment. The consumer should receive a check by May 1.
Initial Business Response / [redacted] (1000, 5, 2014/09/03) */ Hi ***, I am [redacted] ***, the Resolution Manager at SquareTrade Thank you so much for taking the time out today to speak with me As we discussed, I'm going to get you covered for the original, pre-discount, price of the Chromebook so you'll be able to get a replacement unit Generally we have to use the purchase price as that's how much our coverage would be set forIn your case, your sales rep had accounted for the steep Black Friday discounts and had sold you the appropriate level of coverage to get you covered for the unit's retail valueI'm sorry my team did not catch thatI'll review appropriate procedures with them Due to the hassle and delay this caused you, I'm also going to get you a full refund on your warrantyThis will be in the mail to you by next week Please let me know if you need anything else, alright? Regards, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/09/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate Mr***'s quick response to my complaint that I filed with Revdex.com I accept their response to the complaint and agree with the resolution of this issue
Initial Business Response / [redacted] (1000, 5, 2015/08/13) */ We are sorry the consumer had not received the reimbursement that they were told they would We have had a number of issues with our accounting system and they have been addressedThe consumer's reimbursement was credited to their Paypal account on 8/11/ Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) SquareTrade did reimburse me for the expected amount of $via paypal on 8/11/as they stated
I have been a member of Square Trade for many years and I have enjoyed their service and rapid response to my needsRecently I bad to use their services and found that they were quick to respond and easy to work withI highly recommend their serviceThe cost to cover the service is less expensive than any other company can cover the warrantyI am amazed at how fast and efficient they are
Initial Business Response / [redacted] (1000, 5, 2014/07/01) */ Hi [redacted] , I am [redacted] ***, the Resolution Manager at SquareTrade. I am sorry for the delay on this refund. I've checked with our depot and they report that they still do not have the phone sent back. Which is why the charge... for the core has not been refunded. But after reviewing the case and noting that this is due to a delay in the depot getting you a replacement label, I'm going to go ahead and get you refunded first. I'll work with our shipping team to determine what happened with the phone, but as of today, your charge has been refunded. You should see the credit in about 3 business days. Please let us know if there's anything else, we can assist you with. Regards, ***
Initial Business Response / [redacted] (1000, 5, 2015/02/11) */ We are sorry the consumer had an issue with their item The claim the consumer filed is a duplicate of a claim filed within the waiting periodThe next day the consumer filed a claim with the same issueThis indicates that the item had a pre-existing condition The consumer however was directed by SquareTrade in an email to take the item in to be repaired and we did commit to reimbursing them for the repairWe will reimburse the consumer for the repair and are in communications with the consumer to inform them of the payment
Initial Business Response / [redacted] (1000, 5, 2014/11/05) */ We are sorry the consumer had this experienceWe cannot control the source of parts available for repairThe account gets a new status everyday a part is not available and changes the ETA for the part dailyUnfortunately The Customer Experience Specialist have only that information to give to the consumer In terms of the day guarantee it guarantees repair regardless of parts availabilityThe consumer should have been refunded the warranty price on 10/We have since corrected that and have sent a check to the consumer for the warranty price In terms of the repairIt has been completed and the unit is to be delivered tomorrow Initial Consumer Rebuttal / [redacted] (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 aboveI never understood throughout this ordeal why Square Trade never expedited any shippingIf 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 timeEach time I'd call and would be told parts were on order I'd ask if they were overnight shipping those partsThe service reps would say they have no influence on thatSo who does? Someone should take over in cases that go this long and work to ensure the customer downtime is kept to a minimumEven as recently as 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 addressThey 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 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'tWe called the shipping company and found out they had tried to deliver it in [redacted] ! So, yet again, more delaysWe're now being told we MIGHT get the laptop in [redacted] tomorrow or maybe it [redacted] be MondayAnd once again Square Trade has not requested overnight shipping on our behalfIt 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 (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 weeks"Would Square Trade consider adding 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/while attending one of the hardest colleges in the countryShe is extremely far behind in all of her courses and feels her grades have suffered directly from being without a computer for so longAn extended warranty seems to be the least Square Trade could do for us at this point 11/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 immediatelyWe 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 refundThat'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 collegeOtherwise 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 pointI'm going to go to Costco and buy her a new laptop this evening and drive all the way to [redacted] (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 / [redacted] (3000, 19, 2014/11/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) 11/- 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 weeks now, still has not been paidI sent an email yesterday 11/19/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 dailyInitially we only noticed the new crack in the casingBut yesterday the mouse pad stopped working, tooHard 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 backAs previously noted there was never anything wrong with it when we sent the laptop in for repairSo we're still baffled as to why it was replacedBut we've asked if we can get it back so we can try on our own to recover any of our files/softwareHowever, 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 / [redacted] (4000, 21, 2014/11/25) */ We are sorry there was a delay in the refund of the warranty but it takes - business days for a check to be processed and deliveredOur records show the refund was processed on 11/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 / [redacted] (1000, 5, 2015/04/15) */ We are sorry the consumer had an accident with his laptop Our system sends automatic emails to the consumer with updatesIt also updates our system automaticallyThe claim is being handled by a replacement tablet being purchased and then sent to the consumerWhen the claim is updated to the next status currently there is no automatic email template that states what is specifically happening because this is a new procedure that has just been implemented, it uses the closest status available currently in the system, parts replacementWe are addressing this issue so consumers and our specialists won't be misinformed by the status SquareTrade does have a day guarantee stating that if a unit is not repaired in business days we will refund the price of the warrantyWe are currently processing that refund Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/04/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) SquareTrade replaced the tablet with what appears to be a refurbished tablet, same brand and product version of the product that was warrantedIt arrived in working condition Since this ordeal took way more than days, SquareTrade refunded the the price of the warranty I accept both actions as a resolution to this complaint Many thanks to Revdex.com for the assistance in resolving this matter
Initial Business Response / [redacted] (1000, 5, 2015/07/20) */ We are sorry the consumer had issues with their device We also apologize for the incorrect information our Specialists relayed to the consumerOur systems have problems when trying to refund for warranties that are part of a monthly purchase planHowever this does not mean that the consumer will not get the funds that they are entitled to The web page does clearly state, "For mobile phones, in two days or less." This entitles the consumer to the refund on their warranty priceWhat we have to refund as a minimum the amount the consumer has paid to this point, not just one month We have contacted the consumer and are refunding what they paid up to this point for the warranty and refunding the deductible they paid as well Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company went above and beyond to reconcile my issuesRefunding the amount I have spent on my protection plan seems fair to me, and them refunding my deductible for this claim was beyond what they are bound to do I understand that my experience was not typical, and I will continue to be a Squaretrade customer
Initial Business Response / [redacted] (1000, 5, 2016/01/20) */ We apologize the consumer experienced issues with their deviceThe SquareTrade Assurance Team indicated that the consumer filed a claim on an item that had discrepancies with the information providedUnfortunately, items with misrepresented documentation are not in accordance to our Terms and Conditions and are considered ineligible items and we are unable to honor the warrantyThe warranty has been cancelled and a full refund will be returned in 7-business days Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) These are poor business ethicsI provided authentic documentation to squaretrade each and every timeThere was no problem until the reimbursement process started, now you just cancel my plan and getaway with breaking a contract and leaving me stuck with the cost of repairWhat discrepancies??? SHOW AND PROVESquaretrade just does not want to keep their end of the deal.Accidents happen and are not preventable all of the timeI already had insurance with T-Mobile and now I have no insurance because I can't reactivate the same plan again Final Business Response / [redacted] (4000, 9, 2016/02/10) */ Our records indicate on 1/11/the consumer talked to an Assurance Manager & was informed that the receipts provided were invalid due to the discrepancies on it We will no longer cover the device, the warranty has been cancelled & refunded
Initial Business Response / [redacted] (1000, 5, 2015/10/13) */ We are sorry the consumer had issues with their device There was miscommunication between the consumer and the specialistManagement 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 deviceThe consumer has accepted and agreed to this resolution Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/11/17) */ SquareTrade was super and we agreed on the payment of the claim
We apologize to the consumer for the delayPer our Terms and Conditions, the consumer is responsible for purchasing the correct SquareTrade Protection Plan for the consumers product based on condition, price or purchase locationWe have reached out the the specialist that made they error of approving the claim so this does not happen againDue to the fact that the phone was marked as Beyond Economical Repair, it took some time to locate the phone backOur technicians did locate it and the device is on it's way back to the consumerWe have also canceled and refunded the warranty back to the consumer
We apologize to the consumer for the confusion on the warrantyThe consumer was not correctly informed of how the warranty works at the point of sale by the sellerThe SquareTrade Warranty purchased through Toy's R Us does not cover accidental damage from handling, nor do we offer that service for that item categoryUnfortunately the consumers claim is considered as accidental damage from handling, we would not be provide any serviceWe do recommend going back to the store that misinformed the consumer to see if they can help rectify this issue
Initial Business Response / [redacted] (1000, 5, 2014/03/28) */ Hi ***, I am [redacted] the Resolution Manager at SquareTrade I am sorry for the hassle you've had on this case, but we're not going to be able to offer you a payout on your claimsOur claim process, as stated to you, is that we'll attempt repairs and if a device isn't repairable we will offer you a reimbursement From your statement, you had already purchased new phones prior to filing your claim with usHad you mentioned this, we would explained our position betterBut our agent did offer to have your phones sent in for repairs, and clearly indicated to you that repair was our first resolution I am not sure why you proceeded with the repair process and expected a payoutUnfortunately, we're not able to offer you a payout after doing complete repairs for both your phones I am sorry I couldn't provide better news Regards, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/04/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) We DID state that we had to get new phones in the claim that we filedIt is not our fault that your claims people did not see thisOur phones were not repairable and they were not repairedThis is a complete lie if you try and tell me this We stated in our claim that the phones were severely water water damaged and did not work as well as the fact that we bought new phonesYour contract and employees say that if the phone is not repairable you will get the payoutNOT that we will get new phones "Replacement is only offered on iPhonesIf you buy our warranty from Costco or Sams club on any android phone then also you are covered for a replacement phoneIf the warranty is purchased from our website on android phones then it is not covered for replacement but in the case of iPhone is covered." These are 100% brand new phones NOT our phones fixed! My screen wasn't broken so why would they replace itThese phones do not have a single piece of our old phones in itYour company is terrible if you cannot even follow through with your contractWhy are we being treated differently? Tons of other people stated their phones were water damaged and received payout before it shippedWhy were we not offered this? We sent in our phones for "repair" because we knew they couldn't be repaired and your company told us to send them inFully knowing that we had already purchased new phones! We proceeded with "repairs" because that is what your company told us to doWe told you we had to get new phones and squaretrade said the old phones could be fixedThis is not our fault Final Business Response / [redacted] (4000, 11, 2014/04/29) */ Hi ***, I had to review this case with other members of our escalation teamAs I've previously stated, you had sent this unit in with the knowledge that it was going to be repaired, but the expectation of a reimbusementSo technically we did what we were supposed to do for you in this case But after review, we do find that having to pay out almost $because of a miss-understanding is quite a hardship, so we'll go ahead and have you send your repaired phones in and will get you paid out I'll have an agent contact you to get the details hammered out Thank you, ***
Initial Business Response / [redacted] (1000, 5, 2015/02/18) */ We are sorry the consumer had problems with their phone We have processed the payment on February and a check is being sent out to the customerThey should receive the check by February We are sorry the consumer experienced the delay in processing this claimFor that reason we are refunding the customer the warranty price as wellThey should receive a check in the amount of $ Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/02/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2014/06/02) */ Hi ***, I am [redacted] ***, the Resolution Manager at SquareTrade I am sorry for the hassle on thisOur agents should not have told you the charges would stop after plan completionI'll check into this and will offer corrective actions to resolve with the CS team I want to explain though, that the might be confusion as to how cancellations work with regards to our installment plansIf you had not made use of the warranty, and cancelled it, then the recurring charges would stopIf you did make use of the warranty, then basically, you received full benefits of it, and therefore, has to pay for the full product, even though the payout completed the warrantyI wonder if this is where the confusion arose I do see from our notes that you were promised that the charges will stopI will go ahead and get our systems people to proceed with thatAnd I'll get those charges for the last three months refunded for you tooYou should see those in a few more days If you have any questions or concerns, please contact me at [redacted] @squaretrade.com Thank you, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/06/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you, I appreciate you honoring your words after the whole debacleYes I completely understand now that it will charge to completion once the plan is completed, but I was never informed that by any of the representativesIf I had known from the first place, I would've just payed the full paymentSquaretrade is a good warranty company, and I look forward to continue doing business with the company
Final Consumer Response / [redacted] (2000, 6, 2014/07/07) */ Matter resolved, received check #XXXXXX dated 6/23/postmarked 6/24/I don't understand why this company offers you a choice of Paypal and then ignores your choiceI 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/
I am very disappointed with their [practisesMy claim has been approved almost one year ago and it ihas not been paid yetI hAVE SPEND AT LEAST HOURS ON THE PHONE WITH THEM THEY PROMISE THAT THEY WILL CALL IN ONE HOUR AND THE CALL NEVER COMESTHEY SAID ONRE T IME IT WILL BE PRESENTED TOTHE HIGHER PEOPLE AND WILL CALL YO BUT THEY NEVER CALLmY PRINTER IS STILL BROAJKEN AND I HAVE LOST SO MUCH OF MY OFFICE PRODUCTIVE TIME WHICH IS COSTMG ME MORE MONEY MY CLAIM IS STILL PENDING,..I DONOT KNOW WDHAT TO DO AND HOW TO APPROACH THEM AND HAVE HE WORK DONE LAW SUIT MAY BE?? AUTAR WALI MD
Initial Business Response / [redacted] (1000, 5, 2015/12/14) */ We apologize for the issue the consumer experiencedOur records indicate that the purchase was initiated on a reseller's websiteThe consumer's refund was initiated on 12/8/and the funds should be returned in 7-business days Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not received the refund check as of today from the company nor have I been assured that my credit card and personal information has been removed from this company's database Final Business Response / [redacted] (4000, 9, 2015/12/16) */ The purchase of the warranty was not done on the SquareTrade website it was through a separate resellerWe do not have access to the consumer's credit card information but we have removed her mailing address, phone number and email address from our databaseThe consumer's refund was initiated on 12/8/and the funds should be returned in 7-business days Final Consumer Response / [redacted] (4200, 11, 2015/12/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am still receiving emails from Square Trade to my work email addressI want COMPLETELY removed from their databaseI want ALL personal information REMOVED from their database
Initial Business Response / [redacted] (1000, 5, 2015/03/16) */ We are sorry it has taken so long for the consumer to receive payment The reason that it has taken so long is that the address on file cannot be verified by the United States Postal ServiceThe consumer has since corrected the address We are in communications with the consumer to ensure they receive the payment as soon as possible Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/03/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) My case was not even taken seriously until the Revdex.com got involvedUpon them being notified I received a call from [redacted] with SquaretradeI was told that a check would be sent overnightI declined this as there was already mailing issues prior and I was out of townI was told before this that paypal was an option and chose thisI verified my email again for paypal and was told that it should be handled tomorrow (around march 17th)It would be delivered at the latest by March 23rdThis is the 28th and I still have not received payment nor has [redacted] the one in charge of my case returned a phone call or an emailI want my refund and no further contact with this company Final Business Response / [redacted] (4000, 9, 2015/04/01) */ We are sorry the consumer did not receive the payment We would not know if a consumer had not received a payment unless a consumer lets us knowOnce the consumer contacted us letting us know the payment was not received we followed up and were able to send the payment overnightAccording to the tracking number the check was delivered on April
Initial Business Response / [redacted] (1000, 5, 2015/04/22) */ We are sorry the consumer had issues with their device. The claim was processed and does require a signed document for our records. Sometimes an attachment can get corrupted and becomes unreadable when received. We are not sure what... happened to the signed document when first sent but the document was received in a format that was readable by our systems and we did process the payment. The consumer should receive a check by May 1.
Initial Business Response / [redacted] (1000, 5, 2014/09/03) */ Hi ***, I am [redacted] ***, the Resolution Manager at SquareTrade Thank you so much for taking the time out today to speak with me As we discussed, I'm going to get you covered for the original, pre-discount, price of the Chromebook so you'll be able to get a replacement unit Generally we have to use the purchase price as that's how much our coverage would be set forIn your case, your sales rep had accounted for the steep Black Friday discounts and had sold you the appropriate level of coverage to get you covered for the unit's retail valueI'm sorry my team did not catch thatI'll review appropriate procedures with them Due to the hassle and delay this caused you, I'm also going to get you a full refund on your warrantyThis will be in the mail to you by next week Please let me know if you need anything else, alright? Regards, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/09/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate Mr***'s quick response to my complaint that I filed with Revdex.com I accept their response to the complaint and agree with the resolution of this issue
Initial Business Response / [redacted] (1000, 5, 2015/08/13) */ We are sorry the consumer had not received the reimbursement that they were told they would We have had a number of issues with our accounting system and they have been addressedThe consumer's reimbursement was credited to their Paypal account on 8/11/ Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) SquareTrade did reimburse me for the expected amount of $via paypal on 8/11/as they stated
I have been a member of Square Trade for many years and I have enjoyed their service and rapid response to my needsRecently I bad to use their services and found that they were quick to respond and easy to work withI highly recommend their serviceThe cost to cover the service is less expensive than any other company can cover the warrantyI am amazed at how fast and efficient they are
Initial Business Response / [redacted] (1000, 5, 2014/07/01) */ Hi [redacted] , I am [redacted] ***, the Resolution Manager at SquareTrade. I am sorry for the delay on this refund. I've checked with our depot and they report that they still do not have the phone sent back. Which is why the charge... for the core has not been refunded. But after reviewing the case and noting that this is due to a delay in the depot getting you a replacement label, I'm going to go ahead and get you refunded first. I'll work with our shipping team to determine what happened with the phone, but as of today, your charge has been refunded. You should see the credit in about 3 business days. Please let us know if there's anything else, we can assist you with. Regards, ***
Initial Business Response / [redacted] (1000, 5, 2015/02/11) */ We are sorry the consumer had an issue with their item The claim the consumer filed is a duplicate of a claim filed within the waiting periodThe next day the consumer filed a claim with the same issueThis indicates that the item had a pre-existing condition The consumer however was directed by SquareTrade in an email to take the item in to be repaired and we did commit to reimbursing them for the repairWe will reimburse the consumer for the repair and are in communications with the consumer to inform them of the payment
Initial Business Response / [redacted] (1000, 5, 2014/11/05) */ We are sorry the consumer had this experienceWe cannot control the source of parts available for repairThe account gets a new status everyday a part is not available and changes the ETA for the part dailyUnfortunately The Customer Experience Specialist have only that information to give to the consumer In terms of the day guarantee it guarantees repair regardless of parts availabilityThe consumer should have been refunded the warranty price on 10/We have since corrected that and have sent a check to the consumer for the warranty price In terms of the repairIt has been completed and the unit is to be delivered tomorrow Initial Consumer Rebuttal / [redacted] (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 aboveI never understood throughout this ordeal why Square Trade never expedited any shippingIf 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 timeEach time I'd call and would be told parts were on order I'd ask if they were overnight shipping those partsThe service reps would say they have no influence on thatSo who does? Someone should take over in cases that go this long and work to ensure the customer downtime is kept to a minimumEven as recently as 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 addressThey 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 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'tWe called the shipping company and found out they had tried to deliver it in [redacted] ! So, yet again, more delaysWe're now being told we MIGHT get the laptop in [redacted] tomorrow or maybe it [redacted] be MondayAnd once again Square Trade has not requested overnight shipping on our behalfIt 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 (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 weeks"Would Square Trade consider adding 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/while attending one of the hardest colleges in the countryShe is extremely far behind in all of her courses and feels her grades have suffered directly from being without a computer for so longAn extended warranty seems to be the least Square Trade could do for us at this point 11/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 immediatelyWe 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 refundThat'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 collegeOtherwise 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 pointI'm going to go to Costco and buy her a new laptop this evening and drive all the way to [redacted] (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 / [redacted] (3000, 19, 2014/11/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) 11/- 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 weeks now, still has not been paidI sent an email yesterday 11/19/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 dailyInitially we only noticed the new crack in the casingBut yesterday the mouse pad stopped working, tooHard 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 backAs previously noted there was never anything wrong with it when we sent the laptop in for repairSo we're still baffled as to why it was replacedBut we've asked if we can get it back so we can try on our own to recover any of our files/softwareHowever, 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 / [redacted] (4000, 21, 2014/11/25) */ We are sorry there was a delay in the refund of the warranty but it takes - business days for a check to be processed and deliveredOur records show the refund was processed on 11/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 / [redacted] (1000, 5, 2015/04/15) */ We are sorry the consumer had an accident with his laptop Our system sends automatic emails to the consumer with updatesIt also updates our system automaticallyThe claim is being handled by a replacement tablet being purchased and then sent to the consumerWhen the claim is updated to the next status currently there is no automatic email template that states what is specifically happening because this is a new procedure that has just been implemented, it uses the closest status available currently in the system, parts replacementWe are addressing this issue so consumers and our specialists won't be misinformed by the status SquareTrade does have a day guarantee stating that if a unit is not repaired in business days we will refund the price of the warrantyWe are currently processing that refund Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/04/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) SquareTrade replaced the tablet with what appears to be a refurbished tablet, same brand and product version of the product that was warrantedIt arrived in working condition Since this ordeal took way more than days, SquareTrade refunded the the price of the warranty I accept both actions as a resolution to this complaint Many thanks to Revdex.com for the assistance in resolving this matter
Initial Business Response / [redacted] (1000, 5, 2015/07/20) */ We are sorry the consumer had issues with their device We also apologize for the incorrect information our Specialists relayed to the consumerOur systems have problems when trying to refund for warranties that are part of a monthly purchase planHowever this does not mean that the consumer will not get the funds that they are entitled to The web page does clearly state, "For mobile phones, in two days or less." This entitles the consumer to the refund on their warranty priceWhat we have to refund as a minimum the amount the consumer has paid to this point, not just one month We have contacted the consumer and are refunding what they paid up to this point for the warranty and refunding the deductible they paid as well Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company went above and beyond to reconcile my issuesRefunding the amount I have spent on my protection plan seems fair to me, and them refunding my deductible for this claim was beyond what they are bound to do I understand that my experience was not typical, and I will continue to be a Squaretrade customer