Worst Experience I have ever had with a delivery and installation company ever! Appointment was set for 8-12 AM. They didn't show and changed it to 12-5 at 11:30 AM. My wife took off work for the morning slot and had to go into work for the second slot. I had to take the rest of the day off to meet them loosing much needed overtime. At 5PM I called again to see what was the problem and they told me they were running late and promised 6-7 PM. At 7PM I called again. Same story but was promised they will be there soon. At 8PM they called and said there was going to be an additional charge for the installation Seriously?!? After a few calls to the local Sams club where they were picking up my TV Sams was so embarrassed that they paid the difference to get us our TV. At almost 9 PM they showed up. They didn't even have all the correct tools needed to install the TV and had to borrow some of my tools. Everyone at SquareTrade said sorry and resoulitions department would be in contact within 24-48 hours. Took 5 days to get a call and the person on the other line said they do not compensate for lost wages or any other losses. Finally today I received a call from a resolutions manager. They asked for 24 hours to review and get back to me.
Initial Business Response / [redacted] (1000, 5, 2015/07/29) */ We are sorry the consumer delays in the shipment We cannot explain why the system did not process the claim to have the shipping [redacted] sent to the consumerThe box has since been received by the consumer and the device is in route to the repair facilityIt is expected to be received at the facility on 7/
Complaint: [redacted] I am rejecting this response because: Dear [redacted] If the display cannot be returned or exchanged, then you still have not provided me with a product of like, kind, quality, and functionality that you explicitly state you will do regardless of what you say I accepted I know that the display was purchased from Sam’s Club, how much you paid for it, and that an AmEX Card was usedI have had a Sam’s Club membership for many years and they have never refused anything I wanted to return to themSam’s Club, who is partnered with you, even called SquareTrade themselves to see if I could exchange it and SquareTrade still would not let me return it on my own to themI have been cheated out of several hundred dollars because of thisThere is a big difference between a $display and a [redacted] TV, and you have not provided a product up to my coverage amount Your email that you send when the replacement team chooses a replacement is very sinisterYou should include in writing in the email that if you disagree with the replacement item then please respond accordinglyYou do not include this in your email that is sent outI have trusted that you will do what you say in replacing a product of like, kind, quality and functionalityAre you also aware that the "display" you sent does not have a full function remote to control various aspects of the display? I have to use my own tablet or phone to do thisVIZIO cannot legally call their sets TV’s any longer, they are displays because they do not contain an integrated tunerYou could have sought out other brands that have this functionality [redacted] I did not insure a display I would also suggest that the replacement team be better trained to send comparable products to their customers to prevent this in the futureAfter all, that is the business you are in, to replace or fix electronic devices of all types [redacted] if you were in my shoes you would be extremely upset about this situation as wellI have three other protection plans with SquareTrade that I am considering cancelling because of what has transpired with my subpar replacementIf you do not make this right, I will seek other places from here on out to insure my electronic devicesIf you do not provide me with what you state in the contract: Squaretrade will, "replace your product with a product of like, kind, quality and functionality." I will pursue other avenues to get this remedied Thank you MrHardy and I await your prompt response HOW WE WILL SERVICE YOUR PRODUCT: Depending on the Product and failure circumstances, at our discretion, We will either: Repair Your Product, or; Provide a cash settlement or a Gift Card reflecting the replacement cost of a new product of equal features and functionality up to the Coverage Amount, or; Replace Your Product with a product of like, kind, quality and functionality Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2014/08/05) */ Hi [redacted] , I am [redacted] ***, the Resolution Manager at SquareTrade Our warranties with damage protection (ADH)are only offered for new itemsThat's clearly indicated on our website as well as on the service contract which is available on our website and emailed to you afterwards I'm sorry, I do not see any notes regarding a conversation you had about covering a used laptopI, obviously, can say for sure that it didn't occur, but coverage for new items is a main criteria so its unlikely that one of our agents would tell you otherwise Unfortunately, we would not be able to offer you money beyond the full refund which you've been offeredYour laptop is just not coveredI'm sorry Regard, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would atleast like a partial refund for the misrepresentation and the selling of an insurance by one of your associatesIt can be $50, and I will be willing to settle for that Final Business Response / [redacted] (4000, 9, 2014/08/18) */ Hi [redacted] We're unfortunately not going to be able to negotiate on this Our webpage and terms and conditions are clear on what can and can't be coveredIt is the customer's responsibiity to understand these terms Regards, ***
Initial Business Response / [redacted] (1000, 5, 2015/01/19) */ We are sorry the consumer experienced these issues Because the consumer was promised a payout of the warranty we are processing a payment of $This is the price paid for the item as the receipt the consumer sent in showsAs per our Terms and Conditions we only cover up to the price paid for the unitWarranties will not cover sales tax Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/01/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) The business gave me the price of my unitThat is all that I wanted them to do in the first place
Initial Business Response / [redacted] (1000, 6, 2015/06/02) */ We are sorry the consumer had issues with their device When a claim is filed online the system looks for key words in processing the claimIn this case the combination of words used to describe the item indicated an issue that was not covered by the warrantyThe consumer did call in and a specialist filed and approved the claim The first repair shop did cancel the service call so we set up a service call with another shopThey could not schedule an appointment for a couple of days and cancelled the service call that was scheduledWe are in the process of trying to find a more reliable service shop for future claims in the area Rather than delay the claim further by trying to find another local repair shop we reimbursed the consumer the price of the device Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/02) */ Received call from the companyThey promised to replace the item entirelyGiven this response, please close this caseThank you
Initial Business Response / [redacted] (1000, 8, 2015/03/31) */ We are sorry the consumer had issues with the repair of his unit On March the unit was deemed unrepairable and a check was processedThe consumer should receive the check by April SquareTrade carries a day repair guarantee which states if the item is in the repair facility for more than business days we will refund the warranty priceIn this case the device was in for repair for much more than the business daysFor that reason we will be refunding the consumer what he paid for the warranty as well
I purchased a warranty with them for my printer The printer started having issues, I called the company and they said they would send me out a newThe new one started right away printing out an extra blank sheet of papers before it printed the jobThen later started having more errors and then completely stopped working after daysI was told that there was nothing they could do about it because it was past 30daysI asked if they could get something that they sent me a new printer (like the person on the phone said), they said no it wasn't a new printer is was a refurbished printer and I should have read the warranty more closely and I was out of luckSo all my warranty got me was a refurbished printer that last daysI then asked to speak to a supervisor and was told one would get back to me within hrsWas never contacted back supervisor
Initial Business Response / [redacted] (1000, 5, 2015/09/08) */ We are sorry the consumer had issues with their device Our specialists are trained to let the consumer know up to what amount we will reimburse for a purchase of an external device to resolve an issueSince the consumer received an email stating we would with no specific amount then we are obligated to the consumer to reimburse them for the amount they need to purchase the external equipment We have contacted the consumer to let them know we are going to reimburse them Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) Firstly I'd like to thank [redacted] who contacted me about my issue, he was very amicable and solved my problem swiftly with the utmost professionalismBecause of my experience with him, I will assuredly do business with squaretrade again
Initial Business Response / [redacted] (1000, 5, 2015/08/11) */ We are sorry the consumer did not receive the payments as promised We are reviewing our processes and are trying to improve themThe reimbursement was processed on 8/and the consumer should get a check by 8/We have also refunded the deductibleDue to the poor service the consumer experiencedWe have also refunded the warranty price
Initial Business Response / [redacted] (1000, 5, 2014/06/06) */ Hi [redacted] , I am [redacted] ***, the Resolution Manager at SquareTrade I am sorry for the delay on this claimI'll review the calls and make sure that any process issues from your claim is addressed I see that a phone has been delivered on 6/for youThis should take care of it, but if you experience any issues with this phone, please contact us right away, and we'll take care of it for youI've refunded your deductible due to the hassle you've had to deal with on this case If I can be of further assistance, please contact me directly at [redacted] @squaretrade.com Regards, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/06/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am completely satisfied with the resolution of this claimI thank the Revdex.com for their prompt attention to my issue and assisting me in getting through the roadblock I was up againstSquare trades response was very helpful and professionalI am sorry that this claim issue had to go this far
Bought SquareTrade protection for a computerThe computer died a year and a half later, still within the year protection I purchasedLogged into squaretrade.com and filed a claim I was then emailed by them asking for my receipt, which was already submitted when I bought the computerI submitted it again through the email as asked and didn't hear anything backI submitted it through the website on my own, and eventually was responded saying that the issue could be troubleshooted and I needed to provide a time and day they could callWhen I did I never received a response by phone or email for several days I couldn't call in as there is no number on their site to call, they wanted me to request they call meI set that up and talked to different repsThe first didn't see there was a claim, then after awhile he did and said there was a note to take it to be repairedI explained what I was already told and he transferred me to another repThat one told me the same thingI told him what I was told so he transferred me to someone to troubleshoot my issueThat rep had no idea what my computer was or how to troubleshoot itAfter he had me do something unrelated, unplug my keyboard and plug it back in, he deemed it needed to be repaired I took it to a local shop to be repaired, not allowing the price to go over the price of of the computerThe shop came back saying it would cost more than that priceI had to contact SquareTrade again about thisI talked to another rep that told me I needed quotes from different shops to submit to themThen changed his mind and said I needed a SquareTrade contractor to come to my home and repair the device or take it and they'd send me a check laterThen he told me if I got a quote from the repair shop I took it to already and the quote was on their letterhead for 80% or more of the computer price I could submit that and they'd send me a check I pushed a little harder as he wanted me to call back in to do soHe told me I could reply to a previous email, that no one had ever responded toI pushed a little harder and he emailed me and told me to respond to his email so he could take care of it I attached the PDF of the quote to his email, confirmed he worked that day from his schedule he provided as wellNo responseEmailed him the next day, which his schedule also says he works, no replyI replied to the email he pointed to in the first place with the quote and still no answer I am now forced to contact them again, and talk to who knows how many more reps to get them to accept the quote provided and pay out the claim which I was guaranteed Total time on this started from May 4th to today, May 21, It seems they no one wants to be the one to process the claim, and they are trying to ensure I give up so they don't have to pay outThis is getting very frustrating
Initial Business Response / [redacted] (1000, 5, 2015/02/26) */ We are sorry the consumer had issues with their equipment We did email the consumer on February explaining that we processed a payment of $The email also explained that the estimated delivery time is business dayIf the consumer has not received a payment by February they should contact us so we can process a resend on the payment We have emailed the consumer suggesting that they contact us after February if they have not received the check
my first experience with squaretrade was great but this last time was terrible I need a battery for my phone ok no problem rightwell they said it should be here in business days a week later I call spend an hour on hold and they say they don't know what happened must have been held up by stormswhich is total bs since I was told its getting shipped from California to Washingtonso they say they will ship another onestill have not got it so I call again another hour on hold the guy was rude and said I should got buy one and they will refund me for the purchase ok sounds good except im miles each way from the closest place to buy one so he said I guess we cant help youso here I am weeks later still with no phone because the battery is bad very dissapointing
Initial Business Response / [redacted] (1000, 5, 2015/01/29) */ It turns out the reseller sold the consumer replacement warranties and those warranties did not show up in our data baseWe researched the purchase date and reloaded the warranties into our data baseThis is a duplicate to complaint # XXXXXXXX
Initial Business Response / [redacted] (1000, 5, 2014/09/10) */ Hi ***, I am [redacted] ***, the Resolution Manager at SquareTrade I am sorry to the delay on thisIt looks like we were having issues with getting a qualified technician assigned for your area We've moved your claim to a full payout for your printerYou should be all setI'll make sure your refund for the warranty is also processed as per our day guarantee Regards, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/09/11) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Will never purchase from any stores that warranty with SquareTradeI originally purchased Kurio Xtreme It was dropped so I filed a claimI was sent An Acer Iconia TabletOn receipt I called and complained that this was not comparable to what I had originally purchasedI was informed that was the only tablet they could provide and a refund wasn't possibleAt no point was I told that supposedly this tablet( which I didnt want) cost more that my original tablet and my warranty was voidThe replacement tablet had a software glitch- wasnt' dropped or damaged just stopped loading and I was then told that the warranty was voidWhat a scam- the Acer tablet is known for having this exact software issueIts the 1st thing that comes up on google when you search the tabletSo you replaced my child friendly pre loaded tablet with a garbage tablet with known tech issues and magically voided my warranty without telling meAt no point was I told that the new tablet would do thatRidiculous
I bought this "insurance" when I bought a Nextbook Flexx at [redacted] *** Great tablet until it wouldn't power up Contacted Square Trade I was told to send the tablet and the power cord (I do still have the documents to prove this is what they asked for) Sent the tablet and they repaired it quickly and sent it back to me Did NOT send the power cord back I contacted these jokers and several told me I didn't send the power cord WHAT???? I did what I was supposed to do These "professionals" took my power cord I waited a while so they could check No power cord I talked to several people there NOPE!! I advise everyone that will listen to stay away from this shady company Stay FAR away They are going to get their money if they have to steal things to do it I bought another power cord online Doesn't work as well as the factory, but, Square Trade stole that one
Initial Business Response / [redacted] (1000, 5, 2016/01/13) */ We apologize for the issue the consumer experienced with their deviceDuring the purchase process on Amazon it does state SquareTrade Protection Plans are only valid for new products purchased at Amazon within the last days Unfortunately the consumer misrepresented her warranty by indicating the device was "new"The consumer's device is being mailed back & a refund has been processed for the warranty Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) If you only cover new items only, why didn't square trade refunded my money after I purchased I paid for the warranty not knowing that only cover new itemsSquare trade did not attempted to cancel my warranty purchase or refunded the moneyThe original purchased date was September 21, Three months went by without any contact from Square Trade regards to the warranty purchasedUntil, December 23, 2015, I called in for a claim on my chrome bookSquare Trade returned my broken chrome book and kept the power supplyI still didn't see any refund back yet at this time Final Business Response / [redacted] (4000, 9, 2016/01/21) */ The consumer indicated they were not aware that the warranty did not cover used items however the purchase page clearly states the protection plan is only valid for new products purchased at Amazon within the last daysSquareTrade was not aware that the consumer misrepresented their warranty for their deviceThe refund has been processed and will be returned in to business daysWe can also reimburse the consumer for the power supply that was not returned
When Squaretrade does not have phones in stock to send to consumers, the next recourse would be to offer a repair option or in this case, reimbursement for the failing device Currently, we do not have the consumers phone in stockSince the original carrier of the warrantied device has the phone available, we wouldn't be able to provide additional reimbursement for a device through an alternate service providerAs it stands, Squaretrade can only offer the original reimbursement option to the consumer
Worst Experience I have ever had with a delivery and installation company ever! Appointment was set for 8-12 AM. They didn't show and changed it to 12-5 at 11:30 AM. My wife took off work for the morning slot and had to go into work for the second slot. I had to take the rest of the day off to meet them loosing much needed overtime. At 5PM I called again to see what was the problem and they told me they were running late and promised 6-7 PM. At 7PM I called again. Same story but was promised they will be there soon. At 8PM they called and said there was going to be an additional charge for the installation Seriously?!? After a few calls to the local Sams club where they were picking up my TV Sams was so embarrassed that they paid the difference to get us our TV. At almost 9 PM they showed up. They didn't even have all the correct tools needed to install the TV and had to borrow some of my tools. Everyone at SquareTrade said sorry and resoulitions department would be in contact within 24-48 hours. Took 5 days to get a call and the person on the other line said they do not compensate for lost wages or any other losses. Finally today I received a call from a resolutions manager. They asked for 24 hours to review and get back to me.
Initial Business Response / [redacted] (1000, 5, 2015/07/29) */ We are sorry the consumer delays in the shipment We cannot explain why the system did not process the claim to have the shipping [redacted] sent to the consumerThe box has since been received by the consumer and the device is in route to the repair facilityIt is expected to be received at the facility on 7/
Complaint: [redacted] I am rejecting this response because: Dear [redacted] If the display cannot be returned or exchanged, then you still have not provided me with a product of like, kind, quality, and functionality that you explicitly state you will do regardless of what you say I accepted I know that the display was purchased from Sam’s Club, how much you paid for it, and that an AmEX Card was usedI have had a Sam’s Club membership for many years and they have never refused anything I wanted to return to themSam’s Club, who is partnered with you, even called SquareTrade themselves to see if I could exchange it and SquareTrade still would not let me return it on my own to themI have been cheated out of several hundred dollars because of thisThere is a big difference between a $display and a [redacted] TV, and you have not provided a product up to my coverage amount Your email that you send when the replacement team chooses a replacement is very sinisterYou should include in writing in the email that if you disagree with the replacement item then please respond accordinglyYou do not include this in your email that is sent outI have trusted that you will do what you say in replacing a product of like, kind, quality and functionalityAre you also aware that the "display" you sent does not have a full function remote to control various aspects of the display? I have to use my own tablet or phone to do thisVIZIO cannot legally call their sets TV’s any longer, they are displays because they do not contain an integrated tunerYou could have sought out other brands that have this functionality [redacted] I did not insure a display I would also suggest that the replacement team be better trained to send comparable products to their customers to prevent this in the futureAfter all, that is the business you are in, to replace or fix electronic devices of all types [redacted] if you were in my shoes you would be extremely upset about this situation as wellI have three other protection plans with SquareTrade that I am considering cancelling because of what has transpired with my subpar replacementIf you do not make this right, I will seek other places from here on out to insure my electronic devicesIf you do not provide me with what you state in the contract: Squaretrade will, "replace your product with a product of like, kind, quality and functionality." I will pursue other avenues to get this remedied Thank you MrHardy and I await your prompt response HOW WE WILL SERVICE YOUR PRODUCT: Depending on the Product and failure circumstances, at our discretion, We will either: Repair Your Product, or; Provide a cash settlement or a Gift Card reflecting the replacement cost of a new product of equal features and functionality up to the Coverage Amount, or; Replace Your Product with a product of like, kind, quality and functionality Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2014/08/05) */ Hi [redacted] , I am [redacted] ***, the Resolution Manager at SquareTrade Our warranties with damage protection (ADH)are only offered for new itemsThat's clearly indicated on our website as well as on the service contract which is available on our website and emailed to you afterwards I'm sorry, I do not see any notes regarding a conversation you had about covering a used laptopI, obviously, can say for sure that it didn't occur, but coverage for new items is a main criteria so its unlikely that one of our agents would tell you otherwise Unfortunately, we would not be able to offer you money beyond the full refund which you've been offeredYour laptop is just not coveredI'm sorry Regard, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would atleast like a partial refund for the misrepresentation and the selling of an insurance by one of your associatesIt can be $50, and I will be willing to settle for that Final Business Response / [redacted] (4000, 9, 2014/08/18) */ Hi [redacted] We're unfortunately not going to be able to negotiate on this Our webpage and terms and conditions are clear on what can and can't be coveredIt is the customer's responsibiity to understand these terms Regards, ***
Initial Business Response / [redacted] (1000, 5, 2015/01/19) */ We are sorry the consumer experienced these issues Because the consumer was promised a payout of the warranty we are processing a payment of $This is the price paid for the item as the receipt the consumer sent in showsAs per our Terms and Conditions we only cover up to the price paid for the unitWarranties will not cover sales tax Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/01/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) The business gave me the price of my unitThat is all that I wanted them to do in the first place
Initial Business Response / [redacted] (1000, 6, 2015/06/02) */ We are sorry the consumer had issues with their device When a claim is filed online the system looks for key words in processing the claimIn this case the combination of words used to describe the item indicated an issue that was not covered by the warrantyThe consumer did call in and a specialist filed and approved the claim The first repair shop did cancel the service call so we set up a service call with another shopThey could not schedule an appointment for a couple of days and cancelled the service call that was scheduledWe are in the process of trying to find a more reliable service shop for future claims in the area Rather than delay the claim further by trying to find another local repair shop we reimbursed the consumer the price of the device Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/02) */ Received call from the companyThey promised to replace the item entirelyGiven this response, please close this caseThank you
Initial Business Response / [redacted] (1000, 8, 2015/03/31) */ We are sorry the consumer had issues with the repair of his unit On March the unit was deemed unrepairable and a check was processedThe consumer should receive the check by April SquareTrade carries a day repair guarantee which states if the item is in the repair facility for more than business days we will refund the warranty priceIn this case the device was in for repair for much more than the business daysFor that reason we will be refunding the consumer what he paid for the warranty as well
I purchased a warranty with them for my printer The printer started having issues, I called the company and they said they would send me out a newThe new one started right away printing out an extra blank sheet of papers before it printed the jobThen later started having more errors and then completely stopped working after daysI was told that there was nothing they could do about it because it was past 30daysI asked if they could get something that they sent me a new printer (like the person on the phone said), they said no it wasn't a new printer is was a refurbished printer and I should have read the warranty more closely and I was out of luckSo all my warranty got me was a refurbished printer that last daysI then asked to speak to a supervisor and was told one would get back to me within hrsWas never contacted back supervisor
Initial Business Response / [redacted] (1000, 5, 2015/09/08) */ We are sorry the consumer had issues with their device Our specialists are trained to let the consumer know up to what amount we will reimburse for a purchase of an external device to resolve an issueSince the consumer received an email stating we would with no specific amount then we are obligated to the consumer to reimburse them for the amount they need to purchase the external equipment We have contacted the consumer to let them know we are going to reimburse them Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) Firstly I'd like to thank [redacted] who contacted me about my issue, he was very amicable and solved my problem swiftly with the utmost professionalismBecause of my experience with him, I will assuredly do business with squaretrade again
Initial Business Response / [redacted] (1000, 5, 2015/08/11) */ We are sorry the consumer did not receive the payments as promised We are reviewing our processes and are trying to improve themThe reimbursement was processed on 8/and the consumer should get a check by 8/We have also refunded the deductibleDue to the poor service the consumer experiencedWe have also refunded the warranty price
Initial Business Response / [redacted] (1000, 5, 2014/06/06) */ Hi [redacted] , I am [redacted] ***, the Resolution Manager at SquareTrade I am sorry for the delay on this claimI'll review the calls and make sure that any process issues from your claim is addressed I see that a phone has been delivered on 6/for youThis should take care of it, but if you experience any issues with this phone, please contact us right away, and we'll take care of it for youI've refunded your deductible due to the hassle you've had to deal with on this case If I can be of further assistance, please contact me directly at [redacted] @squaretrade.com Regards, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/06/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am completely satisfied with the resolution of this claimI thank the Revdex.com for their prompt attention to my issue and assisting me in getting through the roadblock I was up againstSquare trades response was very helpful and professionalI am sorry that this claim issue had to go this far
Bought SquareTrade protection for a computerThe computer died a year and a half later, still within the year protection I purchasedLogged into squaretrade.com and filed a claim I was then emailed by them asking for my receipt, which was already submitted when I bought the computerI submitted it again through the email as asked and didn't hear anything backI submitted it through the website on my own, and eventually was responded saying that the issue could be troubleshooted and I needed to provide a time and day they could callWhen I did I never received a response by phone or email for several days I couldn't call in as there is no number on their site to call, they wanted me to request they call meI set that up and talked to different repsThe first didn't see there was a claim, then after awhile he did and said there was a note to take it to be repairedI explained what I was already told and he transferred me to another repThat one told me the same thingI told him what I was told so he transferred me to someone to troubleshoot my issueThat rep had no idea what my computer was or how to troubleshoot itAfter he had me do something unrelated, unplug my keyboard and plug it back in, he deemed it needed to be repaired I took it to a local shop to be repaired, not allowing the price to go over the price of of the computerThe shop came back saying it would cost more than that priceI had to contact SquareTrade again about thisI talked to another rep that told me I needed quotes from different shops to submit to themThen changed his mind and said I needed a SquareTrade contractor to come to my home and repair the device or take it and they'd send me a check laterThen he told me if I got a quote from the repair shop I took it to already and the quote was on their letterhead for 80% or more of the computer price I could submit that and they'd send me a check I pushed a little harder as he wanted me to call back in to do soHe told me I could reply to a previous email, that no one had ever responded toI pushed a little harder and he emailed me and told me to respond to his email so he could take care of it I attached the PDF of the quote to his email, confirmed he worked that day from his schedule he provided as wellNo responseEmailed him the next day, which his schedule also says he works, no replyI replied to the email he pointed to in the first place with the quote and still no answer I am now forced to contact them again, and talk to who knows how many more reps to get them to accept the quote provided and pay out the claim which I was guaranteed Total time on this started from May 4th to today, May 21, It seems they no one wants to be the one to process the claim, and they are trying to ensure I give up so they don't have to pay outThis is getting very frustrating
Initial Business Response / [redacted] (1000, 5, 2015/02/26) */ We are sorry the consumer had issues with their equipment We did email the consumer on February explaining that we processed a payment of $The email also explained that the estimated delivery time is business dayIf the consumer has not received a payment by February they should contact us so we can process a resend on the payment We have emailed the consumer suggesting that they contact us after February if they have not received the check
my first experience with squaretrade was great but this last time was terrible I need a battery for my phone ok no problem rightwell they said it should be here in business days a week later I call spend an hour on hold and they say they don't know what happened must have been held up by stormswhich is total bs since I was told its getting shipped from California to Washingtonso they say they will ship another onestill have not got it so I call again another hour on hold the guy was rude and said I should got buy one and they will refund me for the purchase ok sounds good except im miles each way from the closest place to buy one so he said I guess we cant help youso here I am weeks later still with no phone because the battery is bad very dissapointing
Initial Business Response / [redacted] (1000, 5, 2015/01/29) */ It turns out the reseller sold the consumer replacement warranties and those warranties did not show up in our data baseWe researched the purchase date and reloaded the warranties into our data baseThis is a duplicate to complaint # XXXXXXXX
Initial Business Response / [redacted] (1000, 5, 2014/09/10) */ Hi ***, I am [redacted] ***, the Resolution Manager at SquareTrade I am sorry to the delay on thisIt looks like we were having issues with getting a qualified technician assigned for your area We've moved your claim to a full payout for your printerYou should be all setI'll make sure your refund for the warranty is also processed as per our day guarantee Regards, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/09/11) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Will never purchase from any stores that warranty with SquareTradeI originally purchased Kurio Xtreme It was dropped so I filed a claimI was sent An Acer Iconia TabletOn receipt I called and complained that this was not comparable to what I had originally purchasedI was informed that was the only tablet they could provide and a refund wasn't possibleAt no point was I told that supposedly this tablet( which I didnt want) cost more that my original tablet and my warranty was voidThe replacement tablet had a software glitch- wasnt' dropped or damaged just stopped loading and I was then told that the warranty was voidWhat a scam- the Acer tablet is known for having this exact software issueIts the 1st thing that comes up on google when you search the tabletSo you replaced my child friendly pre loaded tablet with a garbage tablet with known tech issues and magically voided my warranty without telling meAt no point was I told that the new tablet would do thatRidiculous
I bought this "insurance" when I bought a Nextbook Flexx at [redacted] *** Great tablet until it wouldn't power up Contacted Square Trade I was told to send the tablet and the power cord (I do still have the documents to prove this is what they asked for) Sent the tablet and they repaired it quickly and sent it back to me Did NOT send the power cord back I contacted these jokers and several told me I didn't send the power cord WHAT???? I did what I was supposed to do These "professionals" took my power cord I waited a while so they could check No power cord I talked to several people there NOPE!! I advise everyone that will listen to stay away from this shady company Stay FAR away They are going to get their money if they have to steal things to do it I bought another power cord online Doesn't work as well as the factory, but, Square Trade stole that one
Initial Business Response / [redacted] (1000, 5, 2016/01/13) */ We apologize for the issue the consumer experienced with their deviceDuring the purchase process on Amazon it does state SquareTrade Protection Plans are only valid for new products purchased at Amazon within the last days Unfortunately the consumer misrepresented her warranty by indicating the device was "new"The consumer's device is being mailed back & a refund has been processed for the warranty Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) If you only cover new items only, why didn't square trade refunded my money after I purchased I paid for the warranty not knowing that only cover new itemsSquare trade did not attempted to cancel my warranty purchase or refunded the moneyThe original purchased date was September 21, Three months went by without any contact from Square Trade regards to the warranty purchasedUntil, December 23, 2015, I called in for a claim on my chrome bookSquare Trade returned my broken chrome book and kept the power supplyI still didn't see any refund back yet at this time Final Business Response / [redacted] (4000, 9, 2016/01/21) */ The consumer indicated they were not aware that the warranty did not cover used items however the purchase page clearly states the protection plan is only valid for new products purchased at Amazon within the last daysSquareTrade was not aware that the consumer misrepresented their warranty for their deviceThe refund has been processed and will be returned in to business daysWe can also reimburse the consumer for the power supply that was not returned
When Squaretrade does not have phones in stock to send to consumers, the next recourse would be to offer a repair option or in this case, reimbursement for the failing device Currently, we do not have the consumers phone in stockSince the original carrier of the warrantied device has the phone available, we wouldn't be able to provide additional reimbursement for a device through an alternate service providerAs it stands, Squaretrade can only offer the original reimbursement option to the consumer