Initial Business Response / [redacted] (1000, 5, 2014/09/03) */ Hi ***, I am [redacted] ***, the Resolution Manager at SquareTrade I am so sorry for the delay on this caseFrom our depot notes, it looks like we were waiting on a parts order that kept getting pushed back Due to the delay on this, we'll move this to a reimbursement for youThis way, you'll be able to purchase another tabletI've also refunded your warranty cost because of this delay The refund on the warranty will be sent back to the credit card you used on AmazonPlease let us know if you need anything else, alright? Regards, ***
Initial Business Response / [redacted] (1000, 10, 2014/10/09) */ As per the customer's own admission he contacted the seller right awayThis shows that the item was never workingAs stated in our Terms and Conditions we cannot warranty something that has never workedAlso any issues in the first days are not covered by the SquareTrade warranty but the seller or the buyer protection offered by the web site that sold the itemWe did refund the customer the full price of the warranty Initial Consumer Rebuttal / [redacted] (3000, 12, 2014/10/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is right from the agreement sent to me: HOW LONG OUR COVERAGE LASTS: If your item is NEW, this Protection Plan begins on the day you purchased the item, and lasts for the number of years you chose at purchase time They didn't even try to honor any part of the coverageI would have accepted shipping back to the manufacturer, which I have now had to pay to get it repaired More from their policy: FREE SHIPPING: This Protection Plan covers all shipping charges to authorized service centers during the Coverage Term, including shipping to the manufacturer if the manufacturer does not cover shipping charges to their facilities Final Business Response / [redacted] (4000, 14, 2014/10/28) */ As is stated on the warranty summary there is a day waiting periodWarranty further explains in Terms & Conditions under Definitions: "during which if any issues occur, they are considered pre-existing conditions and render the item ineligible for coverage under this Protection Plan." If an item is ineligible for coverage, "We will cancel Your Protection Plan and provide You with a full refund of the Protection Plan Price" We will be willing to reimburse the consumer the shipping costs as a demonstration of our willingness to work with the consumerWe will contact the consumer to make arrangements for this Final Consumer Response / [redacted] (2000, 16, 2014/11/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) Received the check for shipping back to ChinaIt is unfortunate that I had to take this route to get satisfactionI once again looked over their policy sent to me AND listened to their advertisements endorsed by a FOX radio host that states the item is covered from DAY ONE...not days after purchase as stated aboveIf that is their coverage, then they should make it known up front in the policy and advertising
Initial Business Response / [redacted] (1000, 5, 2015/01/28) */ We are sorry the consumer is experiencing these issues We were not able to send the customer the phone he wanted due to our current inventory for the carrier he neededThe warranty was purchased for another carrier and that is why the consumer could not get the phone that he needed to work with his current carrier's networkWe are working with the consumer to make sure they are compensated for this claim Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/01/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) SquareTrade reached out to us and offered us the necessary funds to replace the phone in questionWe are satisfied with the company's response
Initial Business Response / [redacted] (1000, 5, 2015/12/29) */ We apologize the consumer experienced issues with their deviceOur records indicate the consumer did not purchase Accidental Damage from Handling on the device, specifically because this reseller does not carry ADH warranties for used devicesPer the term & conditions, Unless you purchase ADH coverage, we don't cover items that are damaged accidentallyThis includes water immersion, drops, and spills Typically the consumer received a prorated refund for the warranty but we made an exception and refunded for the full amount
Initial Business Response / [redacted] (1000, 6, 2016/01/12) */ We apologize for the issue the consumer experiencedOur records indicate the consumer reimbursement has been processed and the claim is resolved Initial Consumer Rebuttal / [redacted] (2000, 8, 2016/01/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) While we did finally receive reimbursement for our claim, a month later, several phone calls and wasted time later, and for $, not the $as we were told the claim is resolvedI will never purchase a warranty from suare trade again or recommend them to others
Initial Business Response / [redacted] (1000, 5, 2015/07/14) */ We are sorry the consumer had issues with their device We do not offer warranties for refurbished items on our websiteThe website does state at the time of purchase coverage is only "available for new tablets purchased in the last days"The warranty does state if an item is refurbished the warranty starts after the manufacturer's warranty ends, but this clause is for the warranties that can be purchased for refurbished items, which is not the case for this exampleThe consumer has not provided a receipt of purchase showing that the device is new and the purchase date of the itemWith a receipt we will be able to evaluate if the warranty is valid Have contacted consumer and are working for a mutual agreed on solution
Squaretrade, sold me a warranty months ago, accepted my payment and acknowledged the policy What they did not say was that they could not give me a warranty because it was days outside of their rules which says days It was in fact done within the days but the Apple launch messed up their website which is not relevant to this complaint They took money, I had the warranty showing on the web portal until I tried to file a claim at which point they said the warranty was not valid, cancelled the policy and issued a refund How many millions of their customers suffer this problem thinking they are safe until they place a claim Why do they accept customers and then just say sorry its invalid ? How many unsuspecting people who never place a claim, but were charged for a warranty which was meaningless This is the WORST case of deceptive practices I have seen
Initial Business Response / [redacted] (1000, 5, 2015/08/17) */ We are sorry the consumer had issues with their device We did not get the address corrected in our system in time to have the unit shipped to the new addressThe person receiving the item said that they took the item to a shipping office and requested that it be shipped back to senderThe shipper is does not see that the item was ever received Although SquareTrade did not lose the package we will take responsibility for not having the correct addressWe are reimbursing the consumer what they paid for the unitWe have discussed this with the consumer so they are aware of what we are going to do
Initial Business Response / [redacted] (1000, 5, 2015/09/17) */ We are sorry the consumer had issues with their device We always allow the option to the consumer of trying to do a repair locally and send us the receipt for the repairIn this case the unit was unable to be repaired by the local shopIn cases like that we do not reimburse for diagnostics that do not result in a repairWhen the local repair shop deems the unit unable to be repaired we ask that the consumer send the unit to our repair facility so that we can evaluate the deviceSometimes we are able to have it repaired whereas a local shop does not have the resources that our repair depot has We are addressing the issue of consumer not getting contacted on the correct number we are reviewing our training and making sure our specialist put in proper notes Due to the poor response the consumer experienced and not having been given the correct information we are paying out the consumer and reimbursing them for the diagnostics We have contacted the consumer to make them aware of the payout and reimbursement
Initial Business Response / [redacted] (1000, 5, 2014/08/11) */ Contact Name and Title: [redacted] ***, Resolution Mgr Contact Email: [redacted] @squaretrade.com Hi ***, I am [redacted] ***, the Resolution Manager at SquareTrade I am sorry the repair did not fix your itemBut generally speaking, on unsuccessful repairs, we do reserve the right to send the computer back for a "rework." Basically an opportunity to check on the repair and verify that it is an actual repair failure and to proceed from there to either continue repairs or move towards a reimbursementAs [redacted] noted to you, we can't move to a reimbursement without that initial rework process But checking into the notes here, I see that one of our agents have made an exception to this case and have provided you with a reimbursementThis should resolve the case, but if you have any questions or concerns, please let me know Regards, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/08/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response, as "generally speaking, on unsuccessful repairs, we do reserve the right to send the computer back for a "rework." This is no where in the contract I agreed to when I purchased the insurance policy, and no one can show me where it doesI accepted the partial reimbursement because I am tired of dealing with SquaretradeHowever, I do not view the reimbursement a satisfactory resolution
Initial Business Response / [redacted] (1000, 5, 2015/08/04) */ We are sorry the consumer had an issue with their TV As per our Terms and Conditions we can replace an unrepairable device with a comparable device, same features as the consumer's previous device hasWe did discuss this with the consumer and he was not pleased with the model we were offeringWe did come to an agreement with the consumer that we would payout the claim in this case Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received check for replacement and closure of my TV warranty on 08/08/I waited to respond till check had clearedNow in response to Square Trade's comparable replacement of my unrepairable TVAs per their Terms and Conditions, there wasn't anything in the contract that "at their discretion" means to give their customers pain and discomfort in the repairing or replacing or even paying off the contract to make the customer go awayIt says when in days of said item under warranty would be repaired or replacedNeither was done and Square Trade refused to negotiate on what to do nextI didn't file this complaint till almost a month laterAll because the replacement TV didn't have the 3D function (Vizio)Their (Sony) did but it was their base modelThey keep saying it was a "TOP" tier TV but it wasn'tThe "XBR" is their top tier TVWhy it took a month without a TV is because communication with the specialist they had assigned meI called (times) and emailed as many times to get this process goingThat was the MAIN problem and Square Trade needs to address that because I have several warranties with them and hope I NEVER go this again
Initial Business Response / [redacted] (1000, 5, 2016/01/05) */ We apologize for the issue the consumer experienced with the device As stated on the website all coverage is for devices originally purchased within daysThe consumer's device was not originally purchased within this time frame resulting in the claim being deniedAs a one time exception we will reimburse the consumer for his device, once it has been received to our facilities Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear all, Also I do not agree with the reasons provided by supplier I am in peace with the solution offeredUnfortunately I never received an e-mail with information in regards of honoring my waranty claim that I was promiced to receive Indeed, lady that gave me a call to resolve an issue was more than nice and I am sure it is some kind of thechnal mistake that an e-mail wasn't sent, but I am still waiting for that e-mail Best regards, [redacted] Final Business Response / [redacted] (4000, 9, 2016/01/20) */ The consumer was sent a confirmation email containing the shipping label to send his deviceOur records indicate the device is in transit & expected to reach our facilities on 1/21/Once the device has been verified the check will be processed and the consumer will receive it in 7-business days
Initial Business Response / [redacted] (1000, 5, 2015/07/01) */ Our Assurance Team has emailed the customer regarding this issueThat department can assist with any concerns if the customer replies back to that emailThe team will reply within to business hours Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have contacted SQT, over times for this one incidentI've never received a call back, even though everything that you have said is exactly what I have been toldLike I mentioned [redacted] is the only one that I can get through toYour system has it notated for him to only speak with meHe has never been polite, courteous, and has told me numerous times that I will speak with no one but himWhich I find absolutely ridiculous and absurdI will NOT SPEAK WITH [redacted] ANY LONGER! Therefore, the only route of communication and resolution will be through the Revdex.comI should not have to call more than onceNot to mention that all of my warranty plans have been canceled (with all decisions made by ***,)for frivolous reasonsI am willing to show phone records of how many times I have taken the initiative to make contact and resolve this issue, over a period of a monthOn the other hand only one call from your Co., if that! [redacted] needs to be replaced, as far as any communication or decision making is concernedWith all said, I would greatly appreciate a prompt response, as to what your next plan of action consist of! Thank you very much and have a great day Final Business Response / [redacted] (4000, 10, 2015/07/14) */ Our Assurance Team is looking into the customer's case and will reach out via email or phone call in the next to business hours Final Consumer Response / [redacted] (4200, 12, 2015/07/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have come to a mutual conclusionI cannot at this moment say that I accept their resolution until I receive the check that was issuedI also am not very satisfied with a couple thingsFirst of which being that all my warranties were canceled during the filing of this complaintThey were canceled days after this complaint was filed and before they responded to itI did get a full refund for all warrantiesHowever, if something happens to any of the devices that were cancelled, I am going to be up the creekI was told that there was no way they could re-warranty a canceled warrantyOf course I know that is not the case [redacted] , I must say was great in working things out with meHowever, their regular customer service and claims specialist are, for lack of a better word, horribleI will check that I accept their proposal once I receive the checkAlso, I was the one that contacted themIf you have problems with this company, I highly recommend the Revdex.com! As they have made it possible for me get back what was owed to me! Again, I will agree that I accept the resolution once I receive the checkVERY MUCH THANKS TO THE Revdex.com!!!!!
Initial Business Response / [redacted] (1000, 5, 2014/08/14) */ Contact Name and Title: [redacted] ***, Resolution Mgr Contact Email: [redacted] @squaretrade.com Hi [redacted] , This is [redacted] ***, the Resolution Manager at SquareTradeI am so sorry for the delay We had requested multiple shipping kits to be sent out, but for some reason they did not make it to youI'll investigate further to see what happened here But in the meantime, we'll proceed with getting you paid out on the laptop so you can get a new system for yourselfTo make you completely whole, I'm going to go ahead and get you a full refund on your warranty costs tooSo you'll get another check for $in case you need to warranty your new laptop If you have any questions or concerns, please let me know Regards, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/08/21) */ Hi, Last week, [redacted] from SquareTrade called and let me know they would be sending me the full value of the computer as indicated on the receipt I do not recall him telling me that they would be refunding my warranty, I found that out from reading the response but it's nice to find out and I'm waiting to make sure it happens since that's apparently going to be a separate funds transferI shipped the computer back to them as of Saturday, they will hopefully receive it soonI am currently still waiting on the funds to be transferred to my Paypal accountCould you please hold this case open until I receive the refund/claim amount? I was under the impression that they would process the refund and claim amount immediately, however the email they sent me with tracking info said that this was pending receipt of the computer, so it may take a few days yet Thank you, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/07/30) */ Here is another claim that I received yesterday and it was resolved on Tuesday when the consumer received the replacement phone Complaint XXXXXXXX Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/12) */ Issue has been resolved
Initial Business Response / [redacted] (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, days from the day of purchase of the item to be warrantied Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/02/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I refuse to accept this answerA 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 promisedIt's pretty sorry customer service when they cannot even tell me personally over the phone that they are declining to make it rightHiding 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 staffThey 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 representativeI 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 / [redacted] (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 purchaseThe consumer asks that we back what he was told on January 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 The consumer still has the rewards points as no warranty was purchasedWhen the consumer called 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 / [redacted] (4200, 16, 2015/03/25) */ I apologize for the delay in responseI received your message while at the hospital with a family member recovering from surgeryI later than got sick myself but I'm doing well nowIt is clear to me that they have no intention of making it right and so that will end our relationshipI am very aggravated by there inconsistency, the first response they take responsibility for and giving me incomplete informationThereafter 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 claimI 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 theirsIn 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!
We are sorry for any issue the consumer experienced with their device SquareTrade requires repairs to be attempted before we are able to offer a replacement or reimbursement for an itemThe consumer has agreed on [redacted] to proceed with a repairMoving forward the concern has been addressed and we apologize for any confusion
Initial Business Response / [redacted] (1000, 5, 2015/03/26) */ We are sorry the consumer had delays in his refunds The consumer spoke to one of our specialist and was able to resolve the issuesWe will contact to consumer to ensure that they have been reimbursed Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/03/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) SquareTrade contacted me and resolved my issue to my satisfaction
Initial Business Response / [redacted] (1000, 5, 2014/07/29) */ Hi [redacted] , I am [redacted] ***, the Resolution Manager at SquareTrade Are you sure this is a complaint against SquareTrade? I was unable to find an account in our system with your name and addressSquareTrade offers extended warranties for consumer electronics, but we do not sell actual products If you can respond with where you purchased your item and a receipt or invoice showing SquareTrade's involvement in this purchase, I'll do my best to help you get this resolved Regards, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/07/26) */ We are sorry the consumer delays in the approval of their claim When a claim is filed on-line the system takes key words and interprets the claimIn this case the word "water" was flagged and the system did not approve the claim as there was water exposure and this particular warranty does not have accidental coverageThe system was obviously incorrect as this device requires water to operate We have approved a claim and will reimburse the consumer for a repairIf a repair is not possible then we will reimburse the consumer for the price they paid for the device
Initial Business Response / [redacted] (1000, 5, 2014/09/03) */ Hi ***, I am [redacted] ***, the Resolution Manager at SquareTrade I am so sorry for the delay on this caseFrom our depot notes, it looks like we were waiting on a parts order that kept getting pushed back Due to the delay on this, we'll move this to a reimbursement for youThis way, you'll be able to purchase another tabletI've also refunded your warranty cost because of this delay The refund on the warranty will be sent back to the credit card you used on AmazonPlease let us know if you need anything else, alright? Regards, ***
Initial Business Response / [redacted] (1000, 10, 2014/10/09) */ As per the customer's own admission he contacted the seller right awayThis shows that the item was never workingAs stated in our Terms and Conditions we cannot warranty something that has never workedAlso any issues in the first days are not covered by the SquareTrade warranty but the seller or the buyer protection offered by the web site that sold the itemWe did refund the customer the full price of the warranty Initial Consumer Rebuttal / [redacted] (3000, 12, 2014/10/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is right from the agreement sent to me: HOW LONG OUR COVERAGE LASTS: If your item is NEW, this Protection Plan begins on the day you purchased the item, and lasts for the number of years you chose at purchase time They didn't even try to honor any part of the coverageI would have accepted shipping back to the manufacturer, which I have now had to pay to get it repaired More from their policy: FREE SHIPPING: This Protection Plan covers all shipping charges to authorized service centers during the Coverage Term, including shipping to the manufacturer if the manufacturer does not cover shipping charges to their facilities Final Business Response / [redacted] (4000, 14, 2014/10/28) */ As is stated on the warranty summary there is a day waiting periodWarranty further explains in Terms & Conditions under Definitions: "during which if any issues occur, they are considered pre-existing conditions and render the item ineligible for coverage under this Protection Plan." If an item is ineligible for coverage, "We will cancel Your Protection Plan and provide You with a full refund of the Protection Plan Price" We will be willing to reimburse the consumer the shipping costs as a demonstration of our willingness to work with the consumerWe will contact the consumer to make arrangements for this Final Consumer Response / [redacted] (2000, 16, 2014/11/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) Received the check for shipping back to ChinaIt is unfortunate that I had to take this route to get satisfactionI once again looked over their policy sent to me AND listened to their advertisements endorsed by a FOX radio host that states the item is covered from DAY ONE...not days after purchase as stated aboveIf that is their coverage, then they should make it known up front in the policy and advertising
Initial Business Response / [redacted] (1000, 5, 2015/01/28) */ We are sorry the consumer is experiencing these issues We were not able to send the customer the phone he wanted due to our current inventory for the carrier he neededThe warranty was purchased for another carrier and that is why the consumer could not get the phone that he needed to work with his current carrier's networkWe are working with the consumer to make sure they are compensated for this claim Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/01/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) SquareTrade reached out to us and offered us the necessary funds to replace the phone in questionWe are satisfied with the company's response
Initial Business Response / [redacted] (1000, 5, 2015/12/29) */ We apologize the consumer experienced issues with their deviceOur records indicate the consumer did not purchase Accidental Damage from Handling on the device, specifically because this reseller does not carry ADH warranties for used devicesPer the term & conditions, Unless you purchase ADH coverage, we don't cover items that are damaged accidentallyThis includes water immersion, drops, and spills Typically the consumer received a prorated refund for the warranty but we made an exception and refunded for the full amount
Initial Business Response / [redacted] (1000, 6, 2016/01/12) */ We apologize for the issue the consumer experiencedOur records indicate the consumer reimbursement has been processed and the claim is resolved Initial Consumer Rebuttal / [redacted] (2000, 8, 2016/01/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) While we did finally receive reimbursement for our claim, a month later, several phone calls and wasted time later, and for $, not the $as we were told the claim is resolvedI will never purchase a warranty from suare trade again or recommend them to others
Initial Business Response / [redacted] (1000, 5, 2015/07/14) */ We are sorry the consumer had issues with their device We do not offer warranties for refurbished items on our websiteThe website does state at the time of purchase coverage is only "available for new tablets purchased in the last days"The warranty does state if an item is refurbished the warranty starts after the manufacturer's warranty ends, but this clause is for the warranties that can be purchased for refurbished items, which is not the case for this exampleThe consumer has not provided a receipt of purchase showing that the device is new and the purchase date of the itemWith a receipt we will be able to evaluate if the warranty is valid Have contacted consumer and are working for a mutual agreed on solution
Squaretrade, sold me a warranty months ago, accepted my payment and acknowledged the policy What they did not say was that they could not give me a warranty because it was days outside of their rules which says days It was in fact done within the days but the Apple launch messed up their website which is not relevant to this complaint They took money, I had the warranty showing on the web portal until I tried to file a claim at which point they said the warranty was not valid, cancelled the policy and issued a refund How many millions of their customers suffer this problem thinking they are safe until they place a claim Why do they accept customers and then just say sorry its invalid ? How many unsuspecting people who never place a claim, but were charged for a warranty which was meaningless This is the WORST case of deceptive practices I have seen
Initial Business Response / [redacted] (1000, 5, 2015/08/17) */ We are sorry the consumer had issues with their device We did not get the address corrected in our system in time to have the unit shipped to the new addressThe person receiving the item said that they took the item to a shipping office and requested that it be shipped back to senderThe shipper is does not see that the item was ever received Although SquareTrade did not lose the package we will take responsibility for not having the correct addressWe are reimbursing the consumer what they paid for the unitWe have discussed this with the consumer so they are aware of what we are going to do
Initial Business Response / [redacted] (1000, 5, 2015/09/17) */ We are sorry the consumer had issues with their device We always allow the option to the consumer of trying to do a repair locally and send us the receipt for the repairIn this case the unit was unable to be repaired by the local shopIn cases like that we do not reimburse for diagnostics that do not result in a repairWhen the local repair shop deems the unit unable to be repaired we ask that the consumer send the unit to our repair facility so that we can evaluate the deviceSometimes we are able to have it repaired whereas a local shop does not have the resources that our repair depot has We are addressing the issue of consumer not getting contacted on the correct number we are reviewing our training and making sure our specialist put in proper notes Due to the poor response the consumer experienced and not having been given the correct information we are paying out the consumer and reimbursing them for the diagnostics We have contacted the consumer to make them aware of the payout and reimbursement
Initial Business Response / [redacted] (1000, 5, 2014/08/11) */ Contact Name and Title: [redacted] ***, Resolution Mgr Contact Email: [redacted] @squaretrade.com Hi ***, I am [redacted] ***, the Resolution Manager at SquareTrade I am sorry the repair did not fix your itemBut generally speaking, on unsuccessful repairs, we do reserve the right to send the computer back for a "rework." Basically an opportunity to check on the repair and verify that it is an actual repair failure and to proceed from there to either continue repairs or move towards a reimbursementAs [redacted] noted to you, we can't move to a reimbursement without that initial rework process But checking into the notes here, I see that one of our agents have made an exception to this case and have provided you with a reimbursementThis should resolve the case, but if you have any questions or concerns, please let me know Regards, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/08/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response, as "generally speaking, on unsuccessful repairs, we do reserve the right to send the computer back for a "rework." This is no where in the contract I agreed to when I purchased the insurance policy, and no one can show me where it doesI accepted the partial reimbursement because I am tired of dealing with SquaretradeHowever, I do not view the reimbursement a satisfactory resolution
Initial Business Response / [redacted] (1000, 5, 2015/08/04) */ We are sorry the consumer had an issue with their TV As per our Terms and Conditions we can replace an unrepairable device with a comparable device, same features as the consumer's previous device hasWe did discuss this with the consumer and he was not pleased with the model we were offeringWe did come to an agreement with the consumer that we would payout the claim in this case Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received check for replacement and closure of my TV warranty on 08/08/I waited to respond till check had clearedNow in response to Square Trade's comparable replacement of my unrepairable TVAs per their Terms and Conditions, there wasn't anything in the contract that "at their discretion" means to give their customers pain and discomfort in the repairing or replacing or even paying off the contract to make the customer go awayIt says when in days of said item under warranty would be repaired or replacedNeither was done and Square Trade refused to negotiate on what to do nextI didn't file this complaint till almost a month laterAll because the replacement TV didn't have the 3D function (Vizio)Their (Sony) did but it was their base modelThey keep saying it was a "TOP" tier TV but it wasn'tThe "XBR" is their top tier TVWhy it took a month without a TV is because communication with the specialist they had assigned meI called (times) and emailed as many times to get this process goingThat was the MAIN problem and Square Trade needs to address that because I have several warranties with them and hope I NEVER go this again
Initial Business Response / [redacted] (1000, 5, 2016/01/05) */ We apologize for the issue the consumer experienced with the device As stated on the website all coverage is for devices originally purchased within daysThe consumer's device was not originally purchased within this time frame resulting in the claim being deniedAs a one time exception we will reimburse the consumer for his device, once it has been received to our facilities Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear all, Also I do not agree with the reasons provided by supplier I am in peace with the solution offeredUnfortunately I never received an e-mail with information in regards of honoring my waranty claim that I was promiced to receive Indeed, lady that gave me a call to resolve an issue was more than nice and I am sure it is some kind of thechnal mistake that an e-mail wasn't sent, but I am still waiting for that e-mail Best regards, [redacted] Final Business Response / [redacted] (4000, 9, 2016/01/20) */ The consumer was sent a confirmation email containing the shipping label to send his deviceOur records indicate the device is in transit & expected to reach our facilities on 1/21/Once the device has been verified the check will be processed and the consumer will receive it in 7-business days
Initial Business Response / [redacted] (1000, 5, 2015/07/01) */ Our Assurance Team has emailed the customer regarding this issueThat department can assist with any concerns if the customer replies back to that emailThe team will reply within to business hours Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have contacted SQT, over times for this one incidentI've never received a call back, even though everything that you have said is exactly what I have been toldLike I mentioned [redacted] is the only one that I can get through toYour system has it notated for him to only speak with meHe has never been polite, courteous, and has told me numerous times that I will speak with no one but himWhich I find absolutely ridiculous and absurdI will NOT SPEAK WITH [redacted] ANY LONGER! Therefore, the only route of communication and resolution will be through the Revdex.comI should not have to call more than onceNot to mention that all of my warranty plans have been canceled (with all decisions made by ***,)for frivolous reasonsI am willing to show phone records of how many times I have taken the initiative to make contact and resolve this issue, over a period of a monthOn the other hand only one call from your Co., if that! [redacted] needs to be replaced, as far as any communication or decision making is concernedWith all said, I would greatly appreciate a prompt response, as to what your next plan of action consist of! Thank you very much and have a great day Final Business Response / [redacted] (4000, 10, 2015/07/14) */ Our Assurance Team is looking into the customer's case and will reach out via email or phone call in the next to business hours Final Consumer Response / [redacted] (4200, 12, 2015/07/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have come to a mutual conclusionI cannot at this moment say that I accept their resolution until I receive the check that was issuedI also am not very satisfied with a couple thingsFirst of which being that all my warranties were canceled during the filing of this complaintThey were canceled days after this complaint was filed and before they responded to itI did get a full refund for all warrantiesHowever, if something happens to any of the devices that were cancelled, I am going to be up the creekI was told that there was no way they could re-warranty a canceled warrantyOf course I know that is not the case [redacted] , I must say was great in working things out with meHowever, their regular customer service and claims specialist are, for lack of a better word, horribleI will check that I accept their proposal once I receive the checkAlso, I was the one that contacted themIf you have problems with this company, I highly recommend the Revdex.com! As they have made it possible for me get back what was owed to me! Again, I will agree that I accept the resolution once I receive the checkVERY MUCH THANKS TO THE Revdex.com!!!!!
Initial Business Response / [redacted] (1000, 5, 2014/08/14) */ Contact Name and Title: [redacted] ***, Resolution Mgr Contact Email: [redacted] @squaretrade.com Hi [redacted] , This is [redacted] ***, the Resolution Manager at SquareTradeI am so sorry for the delay We had requested multiple shipping kits to be sent out, but for some reason they did not make it to youI'll investigate further to see what happened here But in the meantime, we'll proceed with getting you paid out on the laptop so you can get a new system for yourselfTo make you completely whole, I'm going to go ahead and get you a full refund on your warranty costs tooSo you'll get another check for $in case you need to warranty your new laptop If you have any questions or concerns, please let me know Regards, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/08/21) */ Hi, Last week, [redacted] from SquareTrade called and let me know they would be sending me the full value of the computer as indicated on the receipt I do not recall him telling me that they would be refunding my warranty, I found that out from reading the response but it's nice to find out and I'm waiting to make sure it happens since that's apparently going to be a separate funds transferI shipped the computer back to them as of Saturday, they will hopefully receive it soonI am currently still waiting on the funds to be transferred to my Paypal accountCould you please hold this case open until I receive the refund/claim amount? I was under the impression that they would process the refund and claim amount immediately, however the email they sent me with tracking info said that this was pending receipt of the computer, so it may take a few days yet Thank you, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/07/30) */ Here is another claim that I received yesterday and it was resolved on Tuesday when the consumer received the replacement phone Complaint XXXXXXXX Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/12) */ Issue has been resolved
Initial Business Response / [redacted] (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, days from the day of purchase of the item to be warrantied Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/02/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I refuse to accept this answerA 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 promisedIt's pretty sorry customer service when they cannot even tell me personally over the phone that they are declining to make it rightHiding 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 staffThey 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 representativeI 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 / [redacted] (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 purchaseThe consumer asks that we back what he was told on January 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 The consumer still has the rewards points as no warranty was purchasedWhen the consumer called 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 / [redacted] (4200, 16, 2015/03/25) */ I apologize for the delay in responseI received your message while at the hospital with a family member recovering from surgeryI later than got sick myself but I'm doing well nowIt is clear to me that they have no intention of making it right and so that will end our relationshipI am very aggravated by there inconsistency, the first response they take responsibility for and giving me incomplete informationThereafter 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 claimI 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 theirsIn 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!
We are sorry for any issue the consumer experienced with their device SquareTrade requires repairs to be attempted before we are able to offer a replacement or reimbursement for an itemThe consumer has agreed on [redacted] to proceed with a repairMoving forward the concern has been addressed and we apologize for any confusion
Initial Business Response / [redacted] (1000, 5, 2015/03/26) */ We are sorry the consumer had delays in his refunds The consumer spoke to one of our specialist and was able to resolve the issuesWe will contact to consumer to ensure that they have been reimbursed Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/03/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) SquareTrade contacted me and resolved my issue to my satisfaction
Initial Business Response / [redacted] (1000, 5, 2014/07/29) */ Hi [redacted] , I am [redacted] ***, the Resolution Manager at SquareTrade Are you sure this is a complaint against SquareTrade? I was unable to find an account in our system with your name and addressSquareTrade offers extended warranties for consumer electronics, but we do not sell actual products If you can respond with where you purchased your item and a receipt or invoice showing SquareTrade's involvement in this purchase, I'll do my best to help you get this resolved Regards, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/07/26) */ We are sorry the consumer delays in the approval of their claim When a claim is filed on-line the system takes key words and interprets the claimIn this case the word "water" was flagged and the system did not approve the claim as there was water exposure and this particular warranty does not have accidental coverageThe system was obviously incorrect as this device requires water to operate We have approved a claim and will reimburse the consumer for a repairIf a repair is not possible then we will reimburse the consumer for the price they paid for the device