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Description

This firm offers online shopping services including merchant verification and post purchase protection.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that SquareTrade, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that affect the rating for SquareTrade, Inc. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 1140 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

1140 complaints closed with BBB in last 3 years | 488 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 43
Billing/Collection Issues 62
Delivery Issues 59
Guarantee/Warranty Issues 122
Problems with Product/Service 854
Total Closed Complaints 1140

Additional Complaint Information

Filing a complaint? Looking for a faster resolution?
Call SquareTrade's complaint line directly - 866.840.2196 Monday through Thursday 8 am to 6:30 pm Pacific Time and a Resolution Specialist will work with you to resolve your issue.

Customer Reviews Summary Read customer reviews

102 Customer Reviews on SquareTrade, Inc.
Customer Experience Total Customer Reviews
Positive Experience 25
Neutral Experience 2
Negative Experience 75
Total Customer Reviews 102

Additional Information

BBB file opened: March 08, 2001 Business started: 08/19/1999 Business started locally: 08/19/1999 Business incorporated 08/19/1999 in DE
Type of Entity

Corporation

Business Management
Ms. Britney Freeman, Resolution Specialist Ms. Priya Shah, Director
Contact Information
Principal: Ms. Britney Freeman, Resolution Specialist
Number of Employees

150

Business Category

Extended Warranty Contract Service Companies Internet Shopping

Service Area
This business service area covers: Internationally - UK, Finland, US, Canada
Industry Tips
Contracts

Customer Review Rating plus BBB Rating Summary

SquareTrade, Inc. has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 360 3rd Street #6

    San Francisco, CA 94107 (877) 927-7268

  • THIS LOCATION IS NOT BBB ACCREDITED

    48 E. Market Street

    Spencer, IN 47460

  • THIS LOCATION IS NOT BBB ACCREDITED

    2173 NW 99th Ave.

    Miami, FL 33172

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

9/27/2016 Guarantee/Warranty Issues
9/27/2016 Problems with Product/Service
9/23/2016 Problems with Product/Service
9/23/2016 Problems with Product/Service
9/23/2016 Problems with Product/Service
9/22/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a dell Inspiron 5547 laptop (service tag g2c5402) on **** brand new on *** *** ****. I then later bought a squaretrade warranty with accidental damage protection for $*****. On ***** **** I noticed my hard drive having problems loading and was slow. I ran two programs one called *************** and the other was passmark *********** to run the hard drive smart check. Both showed that I have problems with read error rate, reallocated sectors count, seek error rate, seek time performance, calibration retry count, program fail count, and write error counts. In my experience working on computers this indicates a failing hard drive. I attempted to file a claim but no option was listed for bad hard drive. I called squaretrade and talked to "MFire" who wasn't sure what I was saying. I attempted to explain that just the hard drive was bad. He attempted to call some company for technological advice because he wasn't sure. The wait time was too long so he gave up on that and offered to for me to send in the whole laptop to be checked. I do not need to send it in because I know it is only the hard drive with problems. I offered to send the hard drive to be tested but was told they can't test just the drive. According to squaretrade page listed here http://www.squaretrade.com/dell-laptop-warranty it says "What does a SquareTrade plan cover? ... "Hard Drive Failure If your hard drive fails, we’ll replace it for you." Not send in your laptop and we will test your drive. Also on my warranty it does not specifiy that I have to send the whole laptop at any point of me having a problem with the hard drive. The hard drive has less than 40 days of use on it according to the smart check. This is the orginal hard drive in the laptop so it should be covered. I can go buy a hard drive and install it myself. I have been working on computers for over 10 years. I don't need someone else to confirm what I can diagnose. I do not need shipping damage on a working laptop with a hard drive problem.

Desired Settlement: I would either like a full refund of the warranty plan paid out ($*****), a replacement hard drive either prepaid shipped to me or refund of the amount of a hard drive after I buy one.

Business Response:

We apologize for the experience and inconveniences the consumers encountered.

 

Reviewing our records, we show the consumer has been contacted and a resolution has been offered and agreed upon.

Consumer Response:
Complaint: ********

I am rejecting this response because: I was not told where to submit my invoice for the hard drive. There is no place to submit it and I asked in the email Brittany sent me. The claim on squaretrade website has no where to submit it. 

Sincerely,

***** *******

Business Response:
We are sorry for any issues the consumer had with their device.  
After looking into the account we have sent the consumer an email to directly reply to with a copy of their invoice.  Once the consumers invoice is received the reimbursement will be processed. 

Consumer Response:


Complaint: ********

I am rejecting this response because:

Awaiting reimbursement then will accept that the issue is settled. 

Sincerely,

***** *******

9/21/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a 5-year SquareTrade warranty (Policy No. ************* for my dryer when I purchased it about 3 years ago. When I went to dry a load of laundry recently, I found that it would no longer start. I tried unplugging/re-plugging it and switching the main fuse on/off. It still would not start and does not make any noise. I know there is power going to the dryer because the light goes on inside when I open the door. Based on my research, there are several things that could possibly be wrong with my dryer, but all of them require both the purchase of additional parts and expertise that I do not have to fix. Since my dryer is still covered under SquareTrade's warranty terms, I filed a claim (No* ************) on ***. I received a form letter type email from Hien Ly on *** stating that he had tried to call me (I checked my phone, and there is no voicemail or a record of a missed call from him so he pretty much lied about that) and could not reach me and that I could either email or call him to further diagnose the issue. I tried calling the number he gave me, but after being on hold for over 20mins, I opted to respond to his email instead. I restated the symptoms I was experiencing with my dryer again and asked him what more information he needed from me before he would send a repair technician out to my house. When I did not receive a response from him, I tried calling SquareTrade again on ****. After being on hold for 30mins, I finally reached a CSR. I could barely hear him through the wall of static, but he was able to look up my information. He told me my claim had been assigned to the appliance team and that I would have to be transferred. After waiting another half hour on the phone, I gave up and asked for a call back. I waited an hour for the callback and then I had to run some errands so I missed them when they called back. When I called the number they gave me, it just routed me to the main SquareTrade switchboard (which meant another hours long wait for nothing) instead of direct to the someone who could help me. After still not hearing back from CSR Hien Ly, I again emailed him on **** repeating everything I have written above and asked him to JUST TELL ME what more information he needed from me to move my claim along. I mean the dryer has power, but it does not start. If I have somehow overlooked some simple fix that I can do myself, JUST TELL ME already. I also requested that the cost of my warranty be refunded back to me since I have been waiting for so long for a response and action from this company that it is way past their 5 business day guarantee for service. I received an email response from Hien Ly today. It was the same old form letter he sent me the first time (i.e., hi sorry could not reach you but you can call or email us...). He did not respond to any of the issues or questions I had brought up in my email at all. It was basically a generic auto-response. This is impossible. All I want is my dryer fixed, but I cannot reach anybody who will help me either by phone or via email. SquareTrade promises a "zero-hassle" claims process. This has all been a gigantic hassle.

Desired Settlement: I want SquareTrade to actually honor the terms of their warranty. I want them to either (a) refund the cost of my warranty and pay to have a technician repair my dryer or (b) refund the cost of my warranty in addition to the initial purchase price of my dryer.

Business Response:
We are sorry for any issues the consumer had with their device. 

Before a technician can be sent out to the consumer's home for repairs, trouble shooting their device over the phone is necessary, to diagnose their issue.  Once trouble shooting is completed, parts can be ordered and a technician can be scheduled to install required parts. 

We have reached out to the customer again on **** and left a voice mail, advising to contact us to trouble shoot their device. 

Consumer Response:


Complaint* ********

I am rejecting this response because:

As I stated in my complaint, I have already called like 5+ times. I have been on hold trying to get through to someone at SquareTrade for literally HOURS. The one time I managed to get through to a person I could barely hear him, and all he did was transfer me to another department where I was put on hold for another half hour until I just gave up waiting so excuse me if I don't want to spend another X hours of my life trying to get through to a live CSR.

If you actually read SquareTrade's T&Cs, it states "4. WHAT TO DO IF A COVERED PRODUCT REQUIRES SERVICE: File a claim online at www.squaretrade.com or call Us toll-free at 1-877 WARRANTY (1-877-927-7268) and explain the problem. We will attempt to troubleshoot the problem You are experiencing. If We cannot resolve the problem, You will be directed to an authorized service center." I have filed a claim online, and I have called you guys to explain the problem. I have more than fulfilled all of my obligations per the T&Cs: SquareTrade has not fulfilled any of theirs. I have described the symptoms I have been experiencing with my dryer four times now (once in the initial claim, twice in my emails to CSR Hien Ly, and once in this BBB complaint). Not once in any of the communications that I have received from SquareTrade has anyone made an attempt to troubleshoot the problem. No, it is just this endless cycle of "oh, you can contact us..." Again, I want SquareTrade to send an authorized repair technician to fix my dryer, and I want a check for the cost of my warranty sent to me for the lackluster service I have experienced as per SquareTrade's 5 business day guarantee.


Business Response: We are sorry for any issues the consumer had with their device. 

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

Consumer Response:


Complaint: ********

I am rejecting this response because:

I am NOT SATISFIED with this response. Mr. Hardy keeps stating that SquareTrade needs to troubleshoot my item before they can move my claim forward and yet they refuse to troubleshoot it. My dryer is a simple clothes dryer with a selector knob for the cycle and a button to push to start it. It has power but will not start. If SquareTrade's Appliance Team has any ideas about what simple thing I can try to help them further diagnose the issue then I don't understand why they would not just tell me their suggestions (i.e., troubleshoot it) and move things along. I have been asking after SquareTrade to fix my dryer for over a month now. I find it highly suspicious that the excuse they are giving me now to avoid providing service is that they suddenly cannot validate my serial number.

Per the Magnuson–Moss Warranty Act and SquareTrade's own service agreement, I have no more duty, other than that of notification, to secure repair service for my warrantied item. I have more than fulfilled my part. For SquareTrade to continue to deny me service for my dryer is a breach not only of their own service agreement but also of federal law. I have filed additional complaints against SquareTrade, Inc. with the California and Florida Attorney Generals, the Federal Trade Commission, California's Department of Insurance, California's Department of Consumer Affairs, Florida's Department of Agriculture and Consumer Services, Florida's Office of Insurance Regulation, Florida's Department of Financial Services, and so on. I have also been busy collecting the contact information for SquareTrade's management team and executive directors. I will be emailing them to ask them exactly why my claim has been handled this way.

To the BBB, thank you for your assistance. I had hoped that by filing a BBB complaint I would be able to have my complaint resolved by executive customer service, but the person they have assigned to handle BBB complaints has shown a decided lack of judgement. Perhaps their legal team will be more responsive. In the interest of resolving things more expeditiously, I have filed a small claims suit against SquareTrade. You may close this complaint as NOT RESOLVED - CONSUMER DOES NOT ACCEPT company's response.

 

9/21/2016 Problems with Product/Service | Complaint Details Unavailable
9/21/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I paid for two years of a service agreement. Near the end of the agreement my device failed and needed repair. I sent it in two different times and it was never fixed nor was I informed of what was done. When I called to inquire my product was now out of warranty. After complaining they told me to take it somewhere and have it fixed,. This is not what I paid for. They did not honor their agreement to fix or replace my tablet. It still does not work correctly.

Desired Settlement: Repair or replace it. I would prefer a replacement since two prior times they didnt do anything.

Business Response: We are sorry for any issues the consumer had with their device.  

When a consumer sends in an item for repair we allow an additional 30 day rework period incase there are any furhter issues that need to be adressed.  In the event the consumer's warranty ends after a repair our rework policy would still continue after the end date.  

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

Consumer Response:
Complaint: ********

I am rejecting this response because:Their lack of a timely response is what delayed my repairs, actually lack of repair. They did not fix my device. Both times I sent in my device they returned it not repaired. Then it went out of warranty and now they ignore there responsibility.  

Sincerely,

******* *********

Business Response: We are sorry for any issues the consumer had with their device. 

After the consumer's initial repair to their device, it was returned to our depot with new damages to the charging port.  At this time, the new damages were documented and the consumer's device was still repaired and mailed back. 

SquareTrade has a 30 day rework policy to guarantee any repairs to an item.  The consumer received their device back three days before their warranty end date. In this time they could have called in to address any issues still remaining with the device.  Our records indicate the consumers received their device on ********* and called in ********** outside of our rework period to report further issues. 

Consumer Response:


Complaint: ********

I am rejecting this response because:

With all do respect, this account is inaccurate or does not contain complete details. When filing my original complaint, they lost my information and did not process it in a timely matter, only when I called back did they finally find my information and then process my claim. They returned my device not repaired, with no explanation included with it. Just the device. The device still had the same problems. The problem was an issue that wasn't happening all the time, maybe several times a week. I sent it back again to them and they again returned it with no explanation as to what they repaired, or did, or didn't do. Again, the problem started happening and became worse. I called back and was told now I was out of my warranty. I made several attempts to rectify with them only to be told it was too late. They were more then willing to take my money for almost 2 years and when I have an issue they delay it just enough to place me out of warranty. Now I cannot even use my tablet for more then 15 minutes before it dies. I feel that the communications from the service depot of Square Trade is very unprofessional, I was treated rudely, and again, ,my device was returned with absolutely no explanation as to what they repaired or found or even replaced.

Sincerely,

******* *********

9/21/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a ***** *** ****** TV about a year and a half ago. It recently exhibited several problems and SquareTrade decided to replace the TV. I was insured for up ******* and was sent a subpar TV as a replacement. The TV they chose for me cost approximately ******* (it doesn't even have a full function remote) and it was shipped from ***** Club. It was a ***** * series which is 2 steps below what I insured. Upon receiving the TV, I noticed it did not have several features that my other one had. After several emails asking very nicely what my options were, because this TV was obviously in no way comparable to what I purchased the plan for, they told me there was nothing they could do because I had already accepted the TV even though I had never seen or had any experience with it. I do not want any money. I just want a comparable TV in the price range I bought the plan for. I do not feel this is an unreasonable request, that is why I am filing this formal complaint. I have made several attempts to resolve this myself. All of them have been unsuccessful. Any help in this matter is greatly appreciated. Thank You

Desired Settlement: I would like to receive a comparable model TV to the one I bought the SquareTrade plan for. Thank You

Business Response: We are sorry for any issues the consumer had with their device. 

According to the consumers warranty contract, SquareTrade will, "replace your product with a product of like, kind, quality and functionality."  Our replacement team looks at a consumers TV specifications when selecting a replacement model.  Once a replacement model has been selected the consumer is sent an offer that must be confirmed before a TV will be purchased and shipped. 

The consumer confirmed the replacement before it was ordered. As it turns out, we would not be able to provide an exchange.

Consumer Response:


Complaint: ********

I am rejecting this response because:

Squaretrade states they will, "replace your product with a product of like, kind, quality and functionality."  which they have not done.  What they send is not an offer but a selection the replacement team chose for me.  The email does not say I can reject this offer or accept the offer.  I am not presented with that option.  They have knowingly replaced my TV that is not of like, kind, quality and functionality."  They sent the cheapest model possible without me having any say in the matter.  The replacement team should compare specs and features which is readily available online but they did not.  The email states that based on consumer reviews and **** reviews this is the TV "they" have chosen as a replacement.  You can look on **** and see there are no reviews for this TV.  What they sent was merely a display that cannot receive over the broadcasts because it lacks a built in tuner.  They sent a display not a TV that I insured.  I am unsure of why it cannot be exchanged.  It was purchased just like any other consumer good. It was purchased from ***** Club for approximately *** less than the TV I insured.  I called ***** and had them check based on the order number on the package. As it turns out, I reject this offer and still seek a viable solution.

Sincerely,

******* ******

Business Response: When making a replacement offer SquareTrade's replacement team looks at the specifications of the consumers current television.  The consumer is then emailed the replacement offer with the specifications of the TV Squaretrade has located.  If  the consumer is not happy with this model as a replacement all they would need to do is reply to the replacement offer email stating such and why.  This information would be taken into account and a different model television would be offered. 

The consumer responded to our replacement offer stating, "Yes please send that model of TV you listed below."  At this point in time SquareTrade placed the order for the consumer's replacement TV.   SquareTrade confirms with the consumer to ensure the replacement is adequate due to the fact they can not be returned.

Consumer Response:


Complaint: ********

I am rejecting this response because:

Dear *** ******

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 used. I have had a Sam’s Club membership for many years and they have never refused anything I wanted to return to them. Sam’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 them. I have been cheated out of several hundred dollars because of this. There is a big difference between a $1000 display and a ******* 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 sinister. You should include in writing in the email that if you disagree with the replacement item then please respond accordingly. You do not include this in your email that is sent out. I have trusted that you will do what you say in replacing a product of like, kind, quality and functionality. Are 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 this. VIZIO cannot legally call their sets TV’s any longer, they are displays because they do not contain an integrated tuner. You could have sought out other brands that have this functionality. *** ****** 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 future. After all, that is the business you are in, to replace or fix electronic devices of all types. *** ****** if you were in my shoes you would be extremely upset about this situation as well. I have three other protection plans with SquareTrade that I am considering cancelling because of what has transpired with my subpar replacement. If you do not make this right, I will seek other places from here on out to insure my electronic devices. If 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 Mr. Hardy and I await your prompt response.

  1. HOW WE WILL SERVICE YOUR PRODUCT:

 

 

Depending on the Product and failure circumstances, at our discretion, We will either:

    1. Repair Your Product, or;

 

 

    1. 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;

 

 

          1. Replace Your Product with a product of like, kind, quality and functionality.

         



        Sincerely,

        ******* ******

         

         

         

         

        9/21/2016 Guarantee/Warranty Issues
        9/21/2016 Guarantee/Warranty Issues
        9/19/2016 Problems with Product/Service
        9/19/2016 Guarantee/Warranty Issues
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        9/17/2016 Guarantee/Warranty Issues
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        9/16/2016 Problems with Product/Service
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        9/14/2016 Problems with Product/Service
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        9/8/2016 Problems with Product/Service
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        9/5/2016 Guarantee/Warranty Issues
        9/1/2016 Guarantee/Warranty Issues
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        9/1/2016 Problems with Product/Service
        9/1/2016 Guarantee/Warranty Issues
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        9/1/2016 Advertising/Sales Issues
        9/1/2016 Guarantee/Warranty Issues
        8/30/2016 Guarantee/Warranty Issues
        8/30/2016 Problems with Product/Service
        8/27/2016 Problems with Product/Service
        8/25/2016 Guarantee/Warranty Issues
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        8/23/2016 Guarantee/Warranty Issues
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        8/17/2016 Problems with Product/Service
        8/17/2016 Problems with Product/Service
        8/16/2016 Guarantee/Warranty Issues
        8/15/2016 Guarantee/Warranty Issues | Read Complaint Details
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        Additional Notes

        Complaint: Breach of contract.

        Desired Settlement: Obliged by contract.

        Consumer Response:

        My warranty contract states (Terms and Condition), (Service Agreement). In this service contract, I would receive incredible service that includes in home service for large items and no "like model" replacement. The service covers 100% of parts and labor, with no deductibles. And if item cant be repaired, the full item price will be paid out to me. Square Trade replace the LG TV for a lesser value LG TV, the quality of the TV is not high quality, and does not have the specification or features of my warranty TV that I purchased. 

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

        Business Response:

        We are sorry the consumer is having issues with their device.
        The consumer filed a claim with SquareTrade in which their television was found to have an unrepairable panel issue.
        SquareTrade's policy regarding unrepairable television is to first locate a comparable replacement.
        Once found, we send an offer detailing the specifications of the new replacement to the consumer via email.
         The consumer has the option of accepting or rebutting with any concerns regarding the replacement offer.
        After the replacement has been accepted by the consumer, we process the purchase and shipment of the new unit.
        All televisions that are confirmed and shipped are final, no alterations can be made or requested after this point.
        Currently, the consumer accepted the replacement via email and the television was shipped out. They now state they never accepted the offer and would like a different television. We provided 2 alternate replacement options as an exception, both were denied. Per our Terms and Conditions, we will "Provide a new or refurbished product of equal features and functionality." which has been done. At this point, the consumer has accepted the replacement and denied subsequent attempts to remedy this concern. Moving forward there is nothing further SquareTrade is able to do.

        Consumer Response:
        Complaint: ********

        I am rejecting this response because: The contract was breach of their warranty agreement. They lied about information in the service agreement. They were dishonest, and scammed me into asking me about my address. I did not agree to a lessor value television. They shipped me a television that was lessor value, and lessor quality. The service agreement stated, I would receive "no like" television or receive full payment. Once again, Squaretrade ripped me off and other consumers. I deserve to be treated with respect, and not ripped off by this company. I have a letter / service agreement from QVC, and also SquareTrade warranty service agreement. I will fax contract and service agreement. As soon as possible. I want the SAME VALUE as my TV, in the contract it states "NO LIKE" TV. 

        Sincerely,

        ********* *********

        Business Response: We are sorry for any issues the consumer had with their device. 
        Before a replacement TV is sent out to the consumer they receive a replacement offer email.  The replacement email is to inform the customer of the model and specifications of  the TV SquareTrade is offering for replacement.  Our replacement email states "NEXT STEPS: Please reply to this email and confirm your name and shipping address so we can get your new TV to you within 7-10 business days."  Once the address is confirmed on that replacement offer the TV mentioned in that offer is ordered and shipped.  The consumer is able to reply to the replacement offer stating they are not willing to accept that TV as a replacement.  

        The consumer stated they have documentation stating a "NO Like" policy that we at SquareTrade are not aware of.  We have sent the consumer an email to be reply to with copies of the documentation for review.

        Consumer Response:
        Complaint: ********

        I am rejecting this response because: Square trade was dishonest, and the contract was breach. On the service agreement its states, IF THE ITEM CAN'T BE REPAIRED, THE FULL ITEM PRICE WILL BE PAID OUT TO YOU. "NO LIKE MODEL" REPLACEMENT. SQUARETRADE, replace my LG TV with a lower value, and lesser quality. I paid ******* for my LG TV, and they replaced it with a LG TV that cost $******, with no quality. Once again, SQUARETRADE warranty stated, The value of the TV and quality of the TV has to be the same QUALITY. The LG TV I purchased was high quality. I would never agree to replace a TV that was not high quality as the one I purchased.  ITS NOT FAIR, THAT THIS COMPANY HAS RIPPED OFF ME AND SO MANY OTHERS CONSUMERS.   I will send the full detail of specification of the LG that I purchased, and also the lesser quality that SQUARETRADE replace. 

        Sincerely,

        ********* *********

        8/15/2016 Guarantee/Warranty Issues | Read Complaint Details
        X

        Additional Notes

        Complaint: I am currently having problems with my ****** * **** that I have coverage on with this company. I have used this coverage plan once before to have a problem with my screen corrected. At that time, I paid the co pay amount of *** but I continued to have problems with my screen including constant flickering that would cause the screen to go from dim to very bright randomly. The repair was done by a shop that Squaretrade suggested to me. However, they used non-OEM parts that were low in quality and installed onto the device incorrectly. I lived with the problem ever since this time but the poor installation job has now caused the screen to begin lifting from the device. I should not have to pay another co pay because this issue would have never happened if I would not have taken it to a repair shop that did such poor work with low quality parts. I already paid the *** initially and the problem was never resolved, only made worse by the work done at this low quality shop. Due to the fact that the device has already been opened by a repair shop that is not authorized by *****, I am now in the position of needing to buy an out of warrenty replacement. After speaking with *****, they told me that the cost would be $****** and they would reclaim the phone once they issue the replacement. I cannot afford to be without my device as I need this for work on a daily basis, it is the only way that I can communicate with my clients. My screen is coming up and I have cut my fingers quite a few times over the last few days as a result. I need to get this situation resolved as fast as possible so that I can get my phone back up and running. I would like this amount paid to me as quickly as possible so that I can get the device swapped out at the ***** store in order to avoid the reoccurring issues that I have suffered from for quite some time now. The contract states that I am allowed up to 4 claims, this would be the second and the coverage would remain in place. As an alternative, I would be willing to accept a payment for the full amount of the coverage at this point (****** - ****** - ******). Once I am paid the amount of ****** the contract and coverage would be completed at that this. This company promises a resolution to all problems within * days, which has already passed without a resolution and nothing but the run around. As such, . I would like to request a payment for the full value of the plan and the amount that I paid for the coverage given that they have failed to live up to their five day promise. At this point, I am in urgent need of a phone and feel that buying it from ***** would be the best solution. they have run me around in circles long enough and I would like to get my replacement from *****.

        Desired Settlement: The full amount of the coverage paid to me in addition to the amount that I paid for the coverage given the fact that this company has failed to live up to their promise. Also, they have given me the run around and ignored me despite the fact that my device is ruined because of a repair shop that they suggested to me. I now has a broken phone that needs to be replaced right away due to a potential for fire or burn at this point.

        Business Response: We are sorry the consumer had issues with their device. 

        When a device is repaired, SquareTrade allows a 30 day rework period for any failed repairs.  During this time the consumer is not charged another deductible if a follow up repair is needed.

        We have filed a claim for the consumer to be reimbursed the item price.  The consumer can use this reimbursement to purchase a new device. 

        Consumer Response:


        Complaint: ********

        I am rejecting this response because:

         

        6 days ago, I was contacted by ***** regarding this claim via email. He told me that I should be expecting a payment of **** for the device with an additional payment of ***** which amounts to the price that I originally paid for the coverage. He said that the ***** refund had already been processed and I should see it in my account within 3 business days. However, I have not received this amount at this time because I no longer have the same card I did when originally purchasing this coverage. As such, I need this amount sent to me in check form or via Paypal. Additionally, the device has now been sent in to Squaretrade and I need to have the payment of **** issued to me as soon as possible. Please get these two amounts to be quickly, this process has taken almost a month from start to this point. 


        Sincerely,

        **** *****

        Business Response: We are sorry for any issues the consumer has had with their device. 
          
        The consumers device has been recieved and a check processed to reimburse the item price.  A check has also been processed to reimburse the consumer for the warranty cost.  

        Consumer Response:


        Complaint: ********

        I am rejecting this response because:

         

         

        At this time, I have received a check for the reimbursement of the claim on the device, I have also received a check for ** dollars and some change that is supposed to amount to the coverage cost. However, I was promised ***** so I am waiting for them to make good on the difference. Once I get confirmation that they have done this I will close this matter. 

        Sincerely,

        **** *****

        8/15/2016 Problems with Product/Service | Read Complaint Details
        X

        Additional Notes

        Complaint: I purchased a warranty from them and they sent me a defective phone.I have tried all of their diagnosis to no avail.They said they would replace the phone.Now they want to send me a check for $****** instead.They are claiming that they don't have a replacement,which I find hard to believe.The amount is not enough to replace the device.I am now a metro customer not att. the claim # is ************.

        Desired Settlement: I would like them to replace the device as they said they would.

        Business Response:

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

        Consumer Response:
        Complaint: ********

        I am rejecting this response because:I do not have att as a provider.I have ***** *** and they don't offer the ******* only the ****** ** for *** dollars plus tax.so *** is not enough for a replacement.If you are going to refund a full replacement then you should pay the *** plus tax.

        Sincerely,

        ***** *********

        8/15/2016 Problems with Product/Service | Read Complaint Details
        X

        Additional Notes

        Complaint: ive been round and round with this company!! everything they promise on there brochure are lies!! i purchased there 1 year plan on my samsung galaxy s6 edge!! it cost me ***** from sams club!! it was purchased on ******** well my phone got submerged in water and will not turn on! so i call there customer support line and the assistant asked me for all my info which i had in my hand!!! all except the imei, which i could not get due to the phone not being able to turn on! they tell me i have to go to the nearest sprint store to get it 125 miles each way so 250 miles round trip!! so after many more calls and hours on the phone and multiple promises from techs telling me they will call me back! some did some didnt! once we get the air semi cleared and get it figured out they tell me they dont have my phone in stock!! so i tell them what phones do you have in stock the rep tells me ** and **!! the only option they are giving me is a *** dollar pay out!! im pretty sure i paid more than that for my phone!! ill take the *** but im not sending them my phone first and in the email they sent me i have to find my own box and my own bubble wrap!! They emailed me a shipping label which i will have to go somewhere that has a printer and internet just to ship it back, i havent looked at it yet! im affraid to just send them my phone and have to be without my phone for 2 weeks i still owe money on this phone to sprint and im affraid this company is just a scam! i already paid my deductable and have been without my phone for over 3 days now!! i have four minor children and i live in a very rural area! and these people promise overnight delivery of a refurbished phone if not the same, one that has all the same features! they sure were quick to take the deductible!! my wife submitted a review earlier on my behalf i just wanted to add to it as she was working and couldnt go into detail. one tech gave me his name and an extention to get a hold of him directly but the extention seems to just be another hassle as he just gave me one part of his name the extention is **** ive left a message over 24 hours ago and still no response!!! My wife has left 3 messages today and still have yet to get a call back! I have already had to paid this company ** dollars and spent multipe hours on phone and drove hundreds of miles at my own expense!! my wife is the only one that works and im a stay at home dad of four minor children. This company seems to be very manipulating and full of false promises. Square trades protection plan i have purchased for 1 year is supposed to be covered up to 4 separate times for the device it is covering. They want to send me a check and then cancel out any other issues or replacements i might need tgis seems very fishy to me. Thank you for your time.

        Desired Settlement: i do not want to send my phone to them without first being reimbursed first, as they state in there brochures!! all i ask is either send me a loaner phone until they have my phone in stock, or that if they want to buy me out send me the check first i dont feel comfortable with sending them my phone!! no where in there brochure does it say anything about sending in your phone first!!

        Business Response:

        We are sorry for any issues the consumer had with their device. 

        SquareTrade tries to maintain an inventory of replacement phones for its consumers.  In the event, we do not have a replacement available we reimburse for the item price.  The consumer's warranty contract states: 
        " If we choose to reimburse you:
         You will receive a payout via check or Paypal.  We'll provide you with a pre-paid shipping label.  Once we receive your item, we'll pay your claim within 3-5 business days."
        At this time the consumer's device is not available for immediate replacement and a reimbursement would be the only option available.   SquareTrade's policy requires a customer to send their device in before the reimbursement check can be processed.  Once we have the device a reimbursement check is processed within 24 hours and mailed out to the consumer. A reimbursement has been processed as we have received the consumer's device. 

        Consumer Response:
        Complaint: ********

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

        Sincerely,

        ***** *******

        8/13/2016 Problems with Product/Service
        8/12/2016 Guarantee/Warranty Issues | Complaint Details Unavailable
        8/12/2016 Guarantee/Warranty Issues
        8/12/2016 Guarantee/Warranty Issues
        8/11/2016 Guarantee/Warranty Issues | Read Complaint Details
        X

        Additional Notes

        Complaint: My 12 year old son purchased an Ipod 6 from ***** **** and we purchased the SquareTrade Warranty to go with it. We looked on the Square Trade warranty website and it stated it covered, drops, spills, batteries, water damage and cracked screens. Everything but loss and theft. (I do have a print out of this.) We decided to purchase the warranty with the IPod as a safety guard. The Ipod was damaged, so I contacted Square Trade to file a claim and they stated the IPod was not covered with accidental coverage. I said that's what I purchased and they said no, and offered to send me the terms and conditions. (I never received the terms and conditions until this.) I called and said I clicked on the what does this cover and it stated everything with exception of loss and theft. I feel this is a bait and switch warranty and was very upset, with the poor service I received.

        Desired Settlement: I would like my son's IPOD replaced as that's what I purchased the warranty as a safe guard.

        Consumer Response:
        Complaint: ********

        I am rejecting this response because:  I have a print screen from online which states it was accidental and I clicked to add to cart.  There was only 1 warranty to choose from so when it was viewed as drops, cracked screens, water damage etc, a consumer would assume it is covered.  With no paperwork sent to me, I didn't know any difference.  This was a bait and switch and very misleading. 

        Sincerely,

        ***** ******

        Business Response: SquareTrade offers two types of warranties, our Standard and Accidental Damage from Handling coverage. Our standard warranty covers mechanical and electrical failures that occur during normal use. While our Accidental Damage from Handling plan covers damage from drops, spills and liquid damage associated with the handling and use of the product. 

        The warranty viewed by the consumer on the SquareTrade's website included accidental damage from handling protection.  However, the warranty purchased through the reseller's website did not offer Accidental Damage from Handling.  We have reached out to the customer to obtain any documentation from the time of purchase that would reflect an accidental damage from handling warranty being purchased. 

        Consumer Response:
        Complaint: ********

        I am rejecting this response because: when I purchased the IPOD, it showed 1 option on screen for square trade warranty. To confirm that it was covered, I went on square trade's website and pursued to research the warranty.  I did purchase it because it covered against accidental use.  I never got paperwork for the "fine print" from square trade so I could read it, until something happened.  Then it's we offer this or that.  That was not clear on ***** **** web page when you order online.  This IPOD deserves to be replaced due to misleading information and bait and switch advertising.  Please advise. 

        Sincerely,

        ***** ******

        8/11/2016 Guarantee/Warranty Issues | Complaint Details Unavailable
        8/11/2016 Guarantee/Warranty Issues | Read Complaint Details
        X

        Additional Notes

        Complaint: I purchased a 2-year guarantee on a Dell computer for $** from ******* in **** ****. The screen cracked and I applied to Square Trade, Inc. to honor their guarantee which they refused to do. This was a year into the contract.

        Desired Settlement: I request a refund of the cost of the machine ($***.**) and the warranty price ($**).

        Business Response: We are sorry for any issues the consumer had with their device. 
        The consumer purchased our standard warranty that does not cover any accidental damage from handling.  Our standard protection plan covers mechanical and electrical failures that occur during normal use. Examples include hard drive failures, stuck cell phone keypads, and digital camera sensor failures.  Since the consumer's device has physical damage we would not be able to cover the item. 

        Consumer Response:
        Complaint: ********

        I am rejecting this response because:

        Sincerely,

        ****** ********

        Consumer Response: I was told by the ******* salesman when I bought the Dell computer that the warranty covered all problems - and he repeated the same thing when I returned it with the broken screen.  It was then that he gave me the brochure from the warranty company and told me to contact them for the repair or refund.  He clearly believed that it was covered and told me so TWICE.  I have his name and contact information  if you need it.

        Business Response: We are sorry for any issues the consumer had with their device. 

        The consumer purchased a standard protection warranty without Accidental Damage from Handling.  The damage reported by the consumer is considered to physical damage.  

        SquareTrade will not be able to cover the item due to the physical damage.  We try to ensure that all of our re-sellers are communicating our coverage correctly.  If the consumer would like to provide us with the store number or location we can try and follow up to ensure they are providing the correct messaging. 

        Consumer Response:
        Complaint: ********

        I am rejecting this response because: The warranty was sold to me to cover all unintentional damages to the computer.  If not, why did the salesman who sold it  insist that I contact the seller of the warranty when I returned with the broken computer to claim repair or refund?

        Sincerely,

        ****** ********

        8/11/2016 Guarantee/Warranty Issues | Read Complaint Details
        X

        Additional Notes

        Complaint: I have turned in my laptop computer on ***** **** ****. I had to wait a month for this computer to be fixed after being told that it would take 7 days. Then they explained that the computer isn't able to be repaired anymore. They offered me a reimbursement for the computer. A full reimbursement. They sent me an email (which I can provide if asked and if necessary) saying that they will reimburse me and send me a check for $*******. However, today, I was emailed again informing me that this wont be the "full amount." They are giving me $*******, as they only handle the shelf price of the item they cant repair. Which isn't right because I have one email stating the $*******, and they actually owe me $****** for the full amount of the computer. I have now been on the phone tonight dealing with this and its caused me a ton of stress trying to get them to understand what their pamflit says about it "full purchase price" no where on that paper says they "don't include tax", as the manager Felix Rogers has explained to me. I believe this is really wrong and upsetting and I feel as if they are ripping me off. On top of it all, I asked a guy named ******* to transfer me to a manager and he refused to do so. Which didn't help matters much. In short, if I'm promised one thing, I should get it, not the run around with this company. I'm very upset about this whole entire matter...they have even told me for a few weeks now that they cant refund me if they don't have the receipt, which I sent to them over 4-5 times in about a weeks time.

        Desired Settlement: I expect the original amount they promised me in the first email ($*******) and I will be happy.

        Business Response: We are sorry the consumer had issues with their device.

        The consumer purchased their device for $******, not including taxes. A confirmation email was sent out, stating that he will be receiving a reimbursement for the product price. Per our terms and conditions, "The item is covered up to its full replacement cost, excluding tax and shipping". After reviewing the consumer's account, a reimbursement has been processed for the item amount, excluding taxes.

        Consumer Response:

        No, I have an email sent out on the ** *** **** informing me the check is going to be $******* (I have sent an email to the bbb complaint team handling this showing the proof of the email.

         

         

        And its been about almost 2 months (as of the **** and nothing has been completed. They keep promising me a check for the amount shown above, and saying it should be in the mailbox by now, but its not. 

        Sincerely,

        **** ******

        Business Response: The consumers warranty contract states "Your item is covered for up to its full replacement cost, excluding tax & shipping." A system generated email was sent to the displaying the wrong reimbursement price.  The consumer has been reimbursed their actual item price. 

        Consumer Response:

        As it is stated here the Square trade company has promised me $******. I only got the price of $*** and some change that's a big difference

         

        plus there's a matter of you canceling my check and making me believe that you guys were sending me the rest of the money. Afterwords left me financially broke. 

         

        Now, if you give me the rest of the difference plus the over draft fees that my bank has charged me because you deceived me, or this will continue.

        Complaint: ********

        I am rejecting this response because:

        Sincerely,

        **** ******

        8/11/2016 Problems with Product/Service
        8/11/2016 Problems with Product/Service
        8/10/2016 Problems with Product/Service | Read Complaint Details
        X

        Additional Notes

        Complaint: I purchased a certified refurbished DVD-VCR combo on *********** During the time of completing the purchase on ***** *** **** I was offered an extended warranty by Square Trade. I submitted a claim for warranty repair on *** *** **** to Square Trade, since the warranty which came with the unit was valid only for 30 days. Square Trade refused to honor the extended warranty saying that they stopped selling warranties on refurbished units in ***** despite having sold me one. All they have offered is a cancellation and refund of the charge for the extended warranty. They have now cancelled the warranty and issued a refund.

        Desired Settlement: They should honor the warranty and repair the DVD-VCR and reinstate the warranty.

        Business Response: We are sorry for any issues the consumer had with their device.
        It appears the warranty the consumer purchased from ****** was for an item of new condition.  In order to provide coverage on a refurbished item the warranty purchased would need to refurbished as well.

        Business Response: The consumers warranty was purchased incorrectly.  After reviewing the re seller website we have taken note of how some confusion could have occurred and are going to make a one time exception to process a reimbursement for the consumer.

        Consumer Response:


        Complaint: ********

        I am rejecting this response because:

        The refund for the cost of the warranty was already made when I complained to the BBB for not honoring the warranty.  Any action other than honoring the warranty and repairing the device is unacceptable.  If this were permitted, warranties repair service contracts are useless because every time the company will choose to refund the purchase price of the warranty if it is the least expensive option.


        Sincerely,

        ******* ****

        8/10/2016 Guarantee/Warranty Issues | Read Complaint Details
        X

        Additional Notes

        Complaint: I didn't know exactly how and what SquareTrade cover so I wanted to make sure I sent an email from their website before I purchase a photo printer at ****. I asked questions what I needed to know. After I received the respond from them, I purchased it. I can prove it. When I am having a small issue with the printer, I tried to claim the warranty. They said they don't cover refurbished item. They only cover brand new item. If they don't cover refurbished item, why did they said ok when I asked them. I talked to a guy about the claim. He kept denying even I told him I can prove that I asked before I purchased it. The whole time they didn't deny when I registered the item at their website, they even asked me to upload the prove of purchase until I started the claim.

        Desired Settlement: I just want to solve the small issue of item. I don't think it's a major defect. The printer supposes to pull the paper when close the door but it doesn't.

        Business Response: We are sorry for any issues the consumer had with their device. 
        When purchasing a warranty from SquareTrade direct or through a resell partner the item condition stated on the warranty must match the actual condition of the item.  The consumer purchased a refurbished product with a new item warranty.  The correct warranty for the item would have been available for the consumer to purchase at the time of checkout, or free standing and labeled as refurbished. 

        Consumer Response:


        Complaint: ********

        I am rejecting this response because:

        you responded explanation is not completely true. I purchased the warranty thru ****. All your listing title does not have "New, Used or Refurbished". All you have "3, 2, or 1 year SquareTrade Warranty for Electronic or Camera/Camcorder or GPS or TV or Lawn & Garden or.... Etc with coverage amount between ... & ...). There is no listing for New or Used or Refurbished items. If you have listing for Refurbished item Warranty, of course I would choose for that. If the warranty for new item only, why would you need to mention warranty will start cover after 30 days? All the new items come with minimum 1 year warranty. Even if I purchase for new item and when I call for repair within 1 year, you are going to ask me to call manufacturer for warranty repair Right? 

         

        Sincerely,

        ****** *****

        Business Response: After reviewing the re-seller website a warranty for an eligible refurbished item would be offered at the time of checkout only.  The consumer purchased a free standing warranty through the website where only new item warranties are available. 

        Consumer Response:


        Complaint: ********

        I am rejecting this response because: if only new item warranties are available, you should clearly describe at the listing. I don't see anywhere saying only for new items. All I see is 

        (1) SquareTrade Protection Plans purchased on **** are available only for items bought on ****.

        (2) Coverage begins on day 31 from the date of item purchase. If you encounter issues with your item during the first 30 days, you maybe eligible to file a claim under the ****™ Money Back Guarantee.

        (3) If your item is described as "New," your protection plan term assumes that your item has a valid manufacturer's warranty. If your item doesn't include a manufacturer's warranty, your coverage term will be adjusted to reflect that.

        (4)Coverage is not available for modified gaming systems

         

        After reviewing your above description from listing, I have no doubt my item won't cover. I don't see anywhere describing about neither refurbished item nor offered at the time of checkout only. 

        Sincerely,

        ****** *****

        8/10/2016 Guarantee/Warranty Issues | Read Complaint Details
        X

        Additional Notes

        Complaint: I purchased a warranty on a TV and the screen went bad. I filed a claim and they sent someone to look at the TV who determined it can't be fixed. They accepted my claim and sent a (lesser) replacement that was damaged in shipping, I contacted them and they did a shipping claim and had a 2nd TV sent, also damaged in shipping. I contacted them and they said they were working on paying the claim vs shipping another one. A week later I check online and the claim is closed, so I call and they said the claim was denied, even though it was accepted and replaced not once but twice. I ask for a manager and got a rude "supervisor" named ***** who no matter how I explained it would only repeat the same thing over and over "it is an invalid claim" and when I ask to talk to his manager I was told he was the only manager I could talk to and he would not escalate my call.

        Desired Settlement: I want them to honor their warranty and send me a replacement or preferably pay the claim.

        Business Response: We are sorry for any issues that the consumer has had with their device.

        A warranty and the device need to be purchased directly from the re-seller, on Amazon's website it states "SquareTrade  Protection Plans are only valid for new products purchased at ****** within the last 30 days."  The Consumers device was not purchased directly from ****** nor a warranty from SquareTrade making their coverage invalid.  

        Consumer Response:
        Complaint: ********

        I am rejecting this response because: 1. They didn't specify the purchase needed to be at ****** when I purchased the warranty. 2. If they rejected the warranty they should have done it at the time of purchase and refunded the purchase, with an explanation as to why they rejected the contract. 3. They accepted the contract and need to stand behind it. 4. They accepted the claim and tried to replace the product prior to deciding to reject the claim. 

        Sincerely,

        **** ******

        Business Response: We are sorry for any issues that the consumer has had with their device. 

        According to the ****** website it states, "SquareTrade Protection Plans are only valid for new products purchased at ****** within the last 30 days." To not inconvenience the consumer with their repair, we forgo requesting the receipt for the device, until a replacement or reimbursement is deemed necessary. At this time, there will be no further action taken as the warranty is invalid.

        Consumer Response:


        Complaint: ********

        I am rejecting this response because: If you enter into a contract you should stand behind it! And you accepted this contract.

        1. They didn't specify the purchase needed to be at ****** when I purchased the warranty. 2. If they rejected the warranty they should have done it at the time of purchase and refunded the purchase, with an explanation as to why they rejected the contract. 3. They accepted the contract and need to stand behind it. 4. They accepted the claim and tried to replace the product prior to deciding to reject the claim. I  work for a major insurance company and if we write a policy and then determine we will not accept the policy in underwriting we refund all that was paid and cover the customer from the write date to the decline date and if there is a claim in that time frame, we pay it! But we are regulated by the insurance commission unlike these extended warranty companies (who should be). This company keeps repeating the same reply and I believe hasn't even escalated it to management for review and reconsideration. 


        Sincerely,

        **** ******

        8/10/2016 Problems with Product/Service | Read Complaint Details
        X

        Additional Notes

        Complaint: Mid-***** I filed a claim (************) for a ***** *** **** ****** that was deemed not repairable by Square Trade over the phone with a check to be mailed. On ****, the first check was supposedly mailed but never arrived though I've confirmed my address every time I've called and I've lost track of the number of times I've called (guessing between 5 and 10 times). Second check was supposedly mailed out but ** *** but still nothing after ** days. Square Trade people are very nice on the phone but when it comes down to it, I'm out nearly $**** for a ***** **** ****** and still making phone calls, waiting on the phone as yet another pleasant representative is checking with the accounting team and sincere promises (but no check). So frustrated I'm resorting to posting on line reviews and I've contacted ****** corporate. where I purchased the T.V. and the Square Trade protection plan. Today, I even offered to have the deduct the cost of ***** or *** from the reimbursement amount simply to get the payment. Something isn't right at Square Trade...

        Desired Settlement: Receipt of a check for what is contractually owed ($*******)

        Business Response: We are sorry for any issues the consumer had with their device.
        After reviewing the consumers account it appears two unsuccessful attempts have been made to send the payment out.  At this point in time we are going to mail the reimbursement via ***** or *** and provide the consumer with the tracking information. 

        Consumer Response:


        Complaint: ********

        I am rejecting this response because:

        looking at the reviews on Yelp, there are quite a few customers that have had to go through the same incredible amount of effort to obtain a satisfactory response.  I have been paid so that's good but it took a lot of emails and hours on the phone.  Something is not right with Square Trade.  People are really nice on the phone but the resolution of reimbursement is difficult.  If it was a couple of hundred dollars, I probably would have given up but for **** I was determined.  I have to wonder if this is a frequent tactic and by the other reviews, it appears it may be.


        Sincerely,

        ***** *****

        Business Response: We are sorry for any issues the consumer had during their claim process.  
        Its appears there were some issues with the consumer receiving their check through standard mail.  Ultimately an alternative carrier was used to send the consumers reimbursement after the failed standard mail attempts.  The consumer has since received their reimbursement. 

        Consumer Response:
        Complaint: ********

        I am rejecting this response because: based on numerous similar instances from other customers posted on line, Square Trade is either unable to figure out the Postal System or they are practicing deceptive business practices at best or at worst criminal mail fraud.  Due to the incredible amount of frustration I encountered trying to get reimbursed, which did finally occur, I nearly gave up.  Instead, after filing a criminal complaint with the ****, notifying the BBB, contacting ****** Corporate, and posting accurate descriptions of what I had to go through, even offering to pay the ***** charges myself to get a verifiable way to ensure they actually mailed the reimbursement check, Square Trade reimbursed me.

        Sincerely,

        ***** *****

        8/10/2016 Problems with Product/Service | Read Complaint Details
        X

        Additional Notes

        Complaint: Purchase 4 year extended TV warranty. Television stop functioning after 2 years, so I initiated a warranty claim with Square trade (Care Plan ID: ************). A repair was scheduled (took about two weeks) and I placeD the tv per the techs request on a table with a blanket underneath. Upon arrival the tech stated there was damage to the screen and did not fix the television - I was away on business when this occured and was informed of the issue by a family member and also later by a square trade rep. When I arrived home I was amazed to see a sizable crack on the screen, one that did not exist before the tech examined the television as I was the only other person to have contact with the television.. Subsequently my claim was denied due to existing damage but I was able to have my warranty refunded. In short, I enacted my warranty, squaretrade instead damaged my television, did not repair the initial issue and then denied my claim - they did refund my original purchase price which doesn't nearly cover the cost of 1) the repair of the tv 2) the new damage caused by their contracted service tech.

        Desired Settlement: I want my tv to be repaired or its original purchase price refunded - the service Square Trade offers per their agreement. At the very least I would like the screen fixed that was damaged by their contracted service tech.

        Business Response: We are sorry for any issues the consumer had with their device.  
        After looking into the consumers account the device  showed evidence of physical damage upon the technicians arrival.  For TV repairs consumers are instructed to have the unit in a serviceable position.  Before the technician can proceed with any repairs on a unit, it must be inspected for any signs of physical damage.  If there are any signs of physical damage, the technician is in instructed to take pictures and leave the unit without attempting any repairs. 

        Consumer Response:
        Complaint: ********

        I am rejecting this response because: they did not address the damaged caused to the screen which did not exist before their tech examined the television.  Also, I have not received the refund that was promised; it would have been nice to know what account it was refunded to but none of my checking or credit card accounts show a refund for the original warranty.  So, I am out my warranty, my tv is still not fixed and it was damaged to boot.  

        Sincerely,

        ****** ******

        Business Response: We are sorry for any issues the consumer had with their device. 
        Their device displayed signs of physical damage when the technician arrived, which Squaretrade TV protection plans do not cover.  Since we could not provide service to the consumers device a refund for the warranty cost was processed on 6/20. 

        Consumer Response:
        Complaint: ********

        I am rejecting this response because:

        I appreciate refund being processed for the warranty although it was supposed to have been processed some three weeks prior per the agents instructions and was not actually the original reason for my complaint.  The original issues 1) my tv not being repaired 2) my tv screen being damaged immediately prior to the repair are still not being addressed.  Barring my tv repaired and/or the screen being fixed, again an issue that did not exist prior to "inspection" and repair by the tech, I see no other reasonable resolution.


        Sincerely,

        ****** ******

        8/10/2016 Guarantee/Warranty Issues
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        8/9/2016 Problems with Product/Service
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        8/6/2016 Guarantee/Warranty Issues
        8/5/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: I paid for an insurance plan that promised a two day resolution and I am currently two weeks into the claim process and it is still ongoing.

        Desired Settlement: Fulfillments of contract (replacement iPhone 6s gold) refund of insurance cost per web guarantee ***************************/promise refund of cost of deductible for time and inconvenience

        Business Response: We are sorry for any issues the consumer had with their device.  

        After looking into the account, a reimbursement has been processed for the device and the prorated warranty amount. 

        Consumer Response:

        I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

        Sincerely,

        *** ****

        8/3/2016 Problems with Product/Service
        8/3/2016 Advertising/Sales Issues
        8/2/2016 Problems with Product/Service | Read Complaint Details
        X

        Additional Notes

        Complaint: My roommate and I purchased a 70 inch. Visio TV, with a full, 5 year warranty. The picture went black, about 18 months later. Sqaretrade sent over a repairman, but he couldn't fix it. Squretrade only gave us *******, on a ******** television. They were very hard to get a hold of, and were very rude on the phone.

        Desired Settlement: I want to tell you of the problems I had with squaretrade, but It's clear to me, they will not honor their warranty.

        Business Response: We are sorry for any issues consumer had with their device.  
        After looking into the account it appears the consumer was sold an incorrect warranty.  According to the consumers service agreement the coverage amount is "Up to the maximum coverage price of this Protection Plan, or the purchase price of your item, whichever is lower."  The warranty purchased by the consumer covered a device up to *******.

        Consumer Response:
        Complaint: ********

        I am rejecting this response because: Squaretrade said they could not find a replacement TV.  I found one the next day after I got their crappy refund.  They lied again.  Like I said, I have a full warranty.

        Sincerely,

        **** *****

        Business Response: We are sorry for any issues the consumer had with their account.  
        The consumer purchased a warranty that had a maximum coverage amount of ******* for their ****** TV.  When SquareTrade sources a TV we ensure the consumer is receiving a device of equal specs and functionality.  With the consumers warranty only covering up to ******* of coverage, a comparable TV to their original model could not be located in that price range.  According to the consumers service agreement, "The total amount that We will pay for repairs or replacement made in connection with all claims that You make pursuant to this Service Agreement shall not exceed the Coverage Amount of the Product."  Per the consumers service agreement a reimbursement was the only viable option because of the limited coverage amount of the warranty.

        Consumer Response:
        Complaint: ********

        I am rejecting this response because: I bought a full warranty from Squaretrade, They also said they would replace the TV, if something went wrong. It's not my problem if they can't find one to replace my TV.  My roommate and I are both on disability, and it is hard for his to replace things like this.  I think Sqaretrade is a complete rip off, and I urge others not to do business with them.

        Sincerely,

        **** *****

        8/2/2016 Problems with Product/Service | Read Complaint Details
        X

        Additional Notes

        Complaint: Square trade promised me a refund in form of a check sent to my house multiple times. I have called over 37 times, spent anywhere from 1-4 hours on each of those calls with them. Spoke to multiple supervisors, managers, and they all say the same thing. That my check will arrive between 3-5 business days. It's been over 3 months since I have not received my refund check for canceling my policy. They owe me about ****. I have proof of emails promising me the check that has never arrived. Below are the name and extension of some of the managers and supervisor I have spoke to. Also every time I call those extension they don't work, or the person is either busy and never calls you back even tho they promised to call me back. The email they say to reply back to also never works!!! They never reply or receive them. ****** Manager Resolution Team ************** ******** ******* ********* Resolution Specialist ************** **** **** *** *****, Customer Care Specialist Ext: 1608 They all have promised a bunch of bs. all I want before I get a lawyer and law suit going is my refund to be sent to my house, that's all.

        Desired Settlement: Refund check to be sent to my house!

        Business Response: We are sorry for any issues the consumer had during their reimbursement process. 

        When the warranty was initially canceled, the warranty cost was refunded back to the re-seller account from which it was purchased. 

        Since the consumer wanted their reimbursement via check we have processed and mailed a check for the warranty cost. 

        Consumer Response: Better Business Bureau:

        I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

        Sincerely,

        ****** *****

        8/2/2016 Problems with Product/Service | Read Complaint Details
        X

        Additional Notes

        Complaint: Sent computer to SquareTrade in January. In March, they agreed my computer could not be repaired. They sent an unsolicited email on March 29 indicating that I would receive a check in the amount of *******. Another email dated March 30 indicated a check in the amount of *****00 would be sent. They refuse to send the full amount promised . They sent ***********. Their contention is that the warranty indicates a ******* repayment and that the ****** was what the warranty cost and the $107.00 was because they were nice. I sent a letter to their co-founder asking for the full amount promised. Their response indicated I would receive nothing and checks would be cancelled if I kept complaining. The last check was deposited ,and their promise has not been kept.

        Desired Settlement: Full payment as promised.

        Business Response:

        We are sorry the consumer was having issues with their device.
        After reviewing the account we are showing that the consumer purchased a refurbished device and warranty that has a cap amount of **** from the re-seller. The payout amount for the claim should have been **** but it appears the consumer was sent an alternate amount in error. We decided to honor what we had sent and processed a secondary amount for the *******. Squaretrade proceeded to refund the warranty cost after we satisfied the contract resulting an additional ****** being issued. Currently we have reimbursed the consumer above and beyond the amount guaranteed by the contract and no further action will be taken.

        Consumer Response:


        Complaint: ********

        I am rejecting this response because:

        Squaretrade misstates the facts.

        My computer was bought new, not refurbished. They did not "honor" emails that were sent. Again, two emails were received (unsolicited) from Squaretrade indicating I would receive ******* and *******. I did receive ******* and the warranty cost but they did not " honor what was sent"...a total of $*******

        Sincerely,

        **** ********

        Business Response: According to the consumer's warranty contract SquareTrade is only obligated to reimburse up to the item price.

        Consumer Response:


        Complaint: ********

        I am rejecting this response because:


        Squaretrade seems to respond to this complaint just to "respond". They seem to respond without any basis of fact.

        They seem confused about their warranty.They emailed they would pay ****.00 on 3/documents with anything they are responding  29/16. yet on 3/30/16 they emailed that a check in the amount of ******* would be sent. Still confused, they emailed on 4/28/16 that ******* was a mistake , but in good faith, would send an additional ******** To me,they  seem  confused as to what and why they are paying what was promised. I expect a full payment ,inn good faith, of all amount promised in their emails.

        Sincerely.

        **** ********

         

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        6/1/2016 Guarantee/Warranty Issues | Read Complaint Details
        X

        Additional Notes

        Complaint: I have purchased warranty from Square Trade for a Samsung Curved UHDTV through Sams Club. Per warranty Square Trade supposed to fix the problem, if any, or replace with a similar TV within the warranty period. My TV went wrong and I have contacted them. They offered me another Samsung UHDTV via email and asked me to research in CNET etc. I read two reviews including Cnet, reviews were good but none said this was not a curved UHDTV. As I am not an expert and not supposed to review extensively, Square Trade was not honest with me in the first place, end up giving me another TV which is, by all means, just another TV but not similar. It is a cheap and not as sophisticated as my original unit was. I spent money not to just watch TV but to experience it. The replacement TV is far from what I have purchased originally. I have contacted the customer service immediately. They concluded "Since I said OK nothing can be done at this point". I asked for a manager to speak with on 4th of May and I was told a manager will return my call within 24 hour. I never received any call from them. Received an email yesterday, May 8th, with two website link where review says the offered TV was not a curved TV. It is clear to me that Square Trade is trying to put the blame on me and trying to say I should have research the entire ocean of info offered on the Web. whereas they made the initial offer knowing the difference between the TV's. I had every reason to put my faith on them. They processed my claim quickly. At the end they put a trick and I am ended up with an inferior product. It is not right and I demand that they take corrective steps and replace me with a curved 55 inch UHDTV similar to my original purchased unit.

        Desired Settlement: Get what was purchased from them

        Business Response:

        We are sorry the consumer had an issue with their Television. Squaretrade provided complete transparency regarding the replacement we offered, as well as 90 days to review the specifications.

        Since the replacement and all aspects of the offer was accepted by the consumer unfortunately there is nothing further we can do.

        Consumer Response:
        Complaint: ********

        I am rejecting this response because: The offer itself was made knowing the replacement was not the same as the original product. Consumer like myself who lacks knowledge and expert on television specifications will continue to be deceived by this type of tricky offer

        Sincerely,

        ****** *****

        6/1/2016 Problems with Product/Service
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        4/29/2016 Problems with Product/Service | Read Complaint Details
        X

        Additional Notes

        Complaint: We bought a tv through purchasing power in 2013, bought a 3 year warranty through SquareTrade. Within 2 years the tv would lag, and half of the picture would be wiped out with lines in it. I requested a claim and have a technician come and look at the tv, over a month ago. It took 2 weeks for a technician to get out here to look at the tv. The technician requested for the tv to be pulled off the wall, and put on its tv stand to make it easier to get the pictures that he requires. After the technician came out the first day, he told my wife and daughter that he definitely does not understand what is going on and that the tv will need to be replaced. After a couple of days of the tech being out here we received a call from him, asking about the visit, but he had the wrong person, the case he was talking about was not mine, then states that he needs to retake the pictures so he is paid. He comes out two days later retakes the pictures and states again that the tv would need to be replaced. A week goes by and we here nothing from the warranty place, so I decided to call them to see what the status on the claim is. That's when they tell they came with the conclusion of it being impact damage. I explained to the representative that there was no way, because the only time the tv has moved is from the wall to the stand, and the issue was when it was on the wall. The rep takes my information and states they will have to contact the technician to make sure no mistakes, and I tell them about the incident where I think he got us confused with another client. They state they would call me back the following Monday or Tuesday, now Thursday and I am having to call them back and still no resolution having to reexplain everything to just find out they are not going to do anything, not even give me a second opinion for my tv. I have never been so disappointed in a company that deals with warranties, and we invest so much money into them. Very rude, horrible customer service from the ground up.

        Desired Settlement: I would like for a second opinion on my tv, from the technicians supervisor, and I would like the tv replaced, I have paid for a warranty and there is no possible way this tv has impact damage when it has sat on a wall for two years, never moved besides from the wall to the stand the day the technician came out the first time!

        Business Response: We are sorry the consumer had issues with their device.
        Based on the pictures of the device sent to us by the consumer and the report from the technician we are able to tell that there is damage to the TV.  Our Terms and Conditions for warranties that cover TVs do not include accidental damage. 
        Due to the delay we had in receiving the report from the technician we were not able to report back to the consumer the update of the claim within a reasonable amount of time.

        4/29/2016 Problems with Product/Service
        4/29/2016 Problems with Product/Service | Read Complaint Details
        X

        Additional Notes

        Complaint: Business quit replying to my emails about getting a replacement thru their warranty on my printer. I filed a complaint Trade Square, claim #***********0. I never got anything back from them on what to do next, been 24hrs, i sent a tweet, got a reply to call. I called twice & got a voice mail. I was unable to leave a message for them to call due to my work schedule. I sent meails & got a few replies, after i emailed the claim # no reply.

        Desired Settlement: Since they are hard to deal with i want a full refund of warranty & printer. Then i'll take the money & do business elsewhere. I bought the printer thru Amazon but their return policy will not allow me to get a refun/replacement from them. They said go thru Square Trade. Well as i stated they aren't replying to my emails. I don't have a good time for them to call. I ask for email support, no reply.

        Business Response: We are sorry the consumer had an issue with their device. 
        We were able to contact the consumer and finish filing the claim. 

        4/29/2016 Problems with Product/Service | Read Complaint Details
        X

        Additional Notes

        Complaint: Doesn't do what they say they will. I've been trying unsuccessfully for two months to get a claim resolved. Every time I call they say it has been resolved and then I don't hear back from them. First, they said I selected the wrong option online but the fixed it. Then I was told they couldn't send out a new part I'd have to get a check. Then, nothing. Then I called and they said to send an affadavit. I sent it. No response. I called and they said it was too big and to resend they'd respond right away. So I did. And again, NOTHING. I'm so angry. It shouldn't take over two months to just file a simple claim. Nobody over there knows what they are doing. Nobody said the size of the file was wrong. I inquired and heard nothing back. I call and they transfer me around multiple times and nobody knows why they were transferred to me and I have to re-explain my story over and over. I have completely lost my patience and calm with this company and I'm at wit's end. I have been patient and done what they asked and nothing ever gets resolved. I don't know how they stay in business, I swear it must be a scam co overseas.

        Desired Settlement: I just want the check refund for my claim you said you were mailing out two months ago!!!!

        Business Response: We are sorry the consumer had an issue with their item.

        There was a delay in the processing of the claim caused by system issues. We have since resolved the issues and the consumer's reimbursement has been processed.  

        4/29/2016 Problems with Product/Service | Read Complaint Details
        X

        Additional Notes

        Complaint: the product I sent in was not fixed in 5 days. they were supposed to send me a check for the warranty price. I sent my hp laptop in on march 9th to get repaired and square trade took longer than 5 days to fix the laptop in turn I was supposed to get a check for the price of the warranty which was $99.00. They were supposed to have sent my check on the 22nd of March. I was also told I would have the check by today (4/6/16) which when I found out It hadn't came when I got home I called their facility now they're saying I'll have it by 4/14/16.

        Desired Settlement: All I want from the business is the check they said they were sending me without the hassle they are giving me about getting it.

        Business Response:

        We are sorry the consumer had issues with receiving their refund.

        There was a delay in the processing of the check which we cannot explain. The check should have been received within a week of the processing.  

        We spoke to the consumer and found that they did finally receive their payment. 

        4/29/2016 Guarantee/Warranty Issues | Read Complaint Details
        X

        Additional Notes

        Complaint: Contacted company for insurance repair of iPhone was told they were out of stock and to get repair from Apple. Phone repaired by Apple and now company refuses to reimburse for repair without a form that Apple does not provide

        Desired Settlement: Refund for the repair of my water damaged phone

        Business Response:

        We are sorry the consumer had issues with their device.

        Our procedure is to have verification from the repair shop of what works needs to be done. This is the work order that we were requesting.

        Since the consumer was not told he needed to have the work order and the shop was not able to provide it we made an exception and reimbursed the consumer. 

        .

        4/24/2016 Problems with Product/Service | Read Complaint Details
        X

        Additional Notes

        Complaint: paid for warranty on iPhone 6 and square trade does not have any iPhones to replace broken phone. Service does not follow through. They basically lie purchased an i phone 6 from same club in casper wyoming on 12-28-2015. Along with that same club recommended square trade as the warranty company. Purchased coverage for the iPhone 6 with square trade. On 4-2-16 the phone was dropped and no longer works. Called square trade on 4-2-16 and spoke with *** ****** -mngr at square trade and he said he would reimburse us for the retail cost of the iPhone. He never followed through so I called back 4-3-16 and spoke with another warranty rep and they said they would email me a mailing label from fedex so I could send the broken phone- they never emailed anything. Keep in mind each time I called them it was 1.5hrs on the phone. On 4-4 16 I called again and asked for the issue to be resolved and no resolution. On 4-5-16 I called again and asked why no email had been sent - they just keep saying a manager has to approve it. There is never any resolution or follow through and the ability to actually speak to someone is a problem. It should not take more than a week just to receive an email for a mailing label to return a phone they insure. Most phone warranty places overnight you a replacement phone. Squaretrade seems to just keep delaying a resolution when in fact that is not what the warranty describes.

        Desired Settlement: I would like reimbursed the retail cost of the iPhone 6.

        Business Response:

        We are sorry the consumer had issues with their phone.

        We offer an advance exchange of a phone, same model, if we have one in stock. In this case we did not have a phone available and were not able to process a claim without the consumer being without a phone for a while.

        We spoke to the consumer and were able to come up with a plan to be able to reimburse the customer with a minimal amount of down time. 

        .

        Consumer Response: Better Business Bureau:

        I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

        Sincerely,

        ***** ****

        4/22/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: SquareTrade iPhone replacements (refurbished) have troubling hardware issues. Customer Service unable to resolve and provide false information. My iPhone 6 - 64 gb device was broken during an accident. Having been a SquareTrade customer for years covering several devices, I gave them a call and they promptly shipped me a replacement device. Unfortunately, this "certified refurbished" device had a few hardware issues right out of the envelope. The phone felt like a Chinese knockoff. The system speed was nowhere near my original iPhone sent in. Sometimes the screen would freeze. Moreover, after two weeks of uses, this replacement phone's battery was already unstable. At 30%, it would randomly turn off, and when turned back on, it would show that the battery is at 3%. I called back and the Representative said they will send a replacement. I receive the replacement but also discovered that some of the same hardware issues existed on this replacement product, which is another "refurbished" item from their warehouse. There were casing issues where the screen has a gap near the casing and even trying to press it together myself did not work. There were also issues with the rear facing camera as the lens and the connection to the back cover seems loose. I called SquareTrade back once again and explained the situation. The Representative promised me that they will send me another replacement (refurbished) phone and that if there are still hardware issues with this replacement, then they will proceed with a payout resolution. I awaited the 3rd replacement phone to be sent to me and received it promptly. However, this replacement phone (another refurbished item from their warehouse) exhibited similar hardware flaws and issues as some of the previous refurbished phones received. The casing area connecting to the front screen had gaps that I could not fix by simply pressing them together. The rear facing camera (which slightly protrudes out in the iPhone 6) had scratches and some type of gap in between how it is sealed into the case. I called SquareTrade back one more time, explained the situation (and mind you, each time I call back, they make me repeat the IMEI numbers of EACH of the devices I received and explain the whole story all over again), and asked for a resolution. The Representative informed me that another customer service team member will reach out to me within 24 hours with a resolution. He said typically, in this situation, they will issue a payout but will need to contact me again to verify information, etc. Guess what happened in a few days? I received another replacement phone (refurbished) in the mail. I did not receive any call, as he promised. I was not offered any opportunity to discuss the type of resolution. I gave this replacement phone a try but it would not charge after I plugged it in (with an Apple charger). There were also the same issues with their casing gap in between where the screen connects. I called SquareTrade about an hour ago, explained my situation to the Representative, and asked him to transfer me to his Level 2 (Supervisor). I wanted to talk to a Manager directly in order to resolve all of this once and for all. He said he understands my frustration, told me he will need to place me on hold for 2 minutes while he gives his Supervisor a briefing before connecting me. I was on hold for more than 25 minutes before I had to hang up. SquareTrade, I know all your calls are monitored & recorded. You can check your records directly. I made the call at 3:33PM with the number registered on the account. Your customer service is problematic. They are very scripted and obviously there is a major discrepancy between what they say to your customers and what actually happens. Common sense is absent. What should be a straightforward replacement process ended up costing me many hours and still not having a working phone (over 1 month). Related Information: Claim Number (**********30), Claim Number (**********33), Claim Number (**********35), Claim Number (**********30), and Claim Number (**********33).

        Desired Settlement: Due to all the issues I encountered, and all the unnecessary frustrations caused by SquareTrade's inefficient and careless processes, I am seeking a payout on the replacement cost of my phone (market rate according to Verizon Wireless iPhone 6 - 64 gb cost), plus the refund of my $75 fee assessed when I returned my original damaged device, and the cost of my protection plan in full as I no longer wish to use SquareTrade protection plan in the future.

        Business Response: We apologize for the issue the consumer experienced with their device. Per Terms & Conditions, we provide a new or refurbished device of equal features or functionality. If a refurbished unit is sent it is tested to make sure the device meets standards. Unfortunately even after testing the device still failed. We are refunding the consumer's deductible, warranty and issuing a payout once we receive the non-working. The consumer has been contacted by phone & email.

        Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
        I thank SquareTrade for their response.

        Britney from their BBB customer service department did indeed contact me.

        I mailed out the two replacement phones back to SquareTrade on 03/16/2016.

        The two phones are:
        IMEI ***********3243
        IMEI ***********5072

        and the return trackings for the two packages back to SquareTrade are:
        FedEx Tracking **********32
        FedEx Tracking **********98

        The tracking show that both phones had been delivered.

        To date, I still have not received any refund on the deductible, warranty, or received the payout ($649.99) as stated.

        I am awaiting SquareTrade to promptly resolve this issue on my behalf.

        Business Response: We apologize to the consumer for the delays.

        We have gone ahead and processed the refund on the warranty & deductible and the consumer should be receiving within 7-10 business days. We have also started the process on the reimbursement of the stated amount. The we have sent the consumer information on how to complete this process.

        Consumer Response: I still have not received any refund on the warranty, deductible, or the $649.99 payout for not being able to fix my device.

        SquareTrade claims they have processed the refunds. I do not know where I will be receiving the refund. Is it through credit on the credit card or in the form of a check?

        I also have not received any calls or communications from SquareTrade regarding these matter.

        Consumer Response: SquareTrade sent me an automated message on 4/01 requesting me to return the device (iPhone 6) regarding Claim Number **********33 in order for the $649.99 payout to be processed.

        I have already sent back the two devices I have and have previously sent this information to Britney F. (Ext ***6). She last contacted me 3 weeks ago. Last time she contacted me in response to my question about what I need to do, she requested that the 2 devices I had be sent back in order for all the payments to be processed and I did so immediately.

        The two phones are:
        IMEI ************243
        IMEI ************072

        and the return trackings for the two packages back to SquareTrade are:
        FedEx Tracking *********432
        FedEx Tracking *********898

        Since I have already completed everything Britney requested me to do, I am still awaiting the refund on the warranty, refund on the deductible, and the $649.99 payout. I have no additional devices to return. They have everything they need now.

        SquareTrade, please process the reimbursement to me as soon as possible to my *** **** address:

        **** Broadway
        Ste **0
        *** ****, NY 10018

        Business Response: We apologize for the delay in payments.

        Processed refund to be sent to correct address, processed reimbursement for phone. 

        We have contacted the consumer and they are aware of the reimbursements. 

        Consumer Response: Better Business Bureau:

        I have reviewed the response made by the business in reference to complaint ID ******74, and find that this resolution is satisfactory to me.

        Sincerely,

        H***** C**

        4/19/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: SquareTrade has not issued me a full reimbursement for the covered amount of my warranty of $1,949 as they promised. My brand new Microsoft Surface 3 Pro tablet was dropped by mistake on during the 2nd week of March 2016. I opened a claim with SquareTrade (claim #************). The representative that helped me open the claim was "*****" (************ **** ****). At that time, I received a shipping box and prepaid label from FedEx (a few days later) to mail in my damaged laptop to SquareTrade. I was told at the time that I opened my claim that if my tablet could not be repaired, I would receive a reimbursement of the covered amount that I paid for my item, which was $1,949. I mailed my damaged Surface Pro 3 tablet back to SquareTrade on March 16, 2016 (FexEx Tracking #************). The item was delivered to SquareTrade on March 18, 2016. I received what was supposed to be my repaired Surface Pro 3 tablet back to my home delivered by FedEx on March 23, 2016 (FedEx tracking #***************). Upon receiving my shipment (which I had to digitally sign for), I immediately opened the packaged and noticed that the tablet I received was in worse condition that what it was before I sent it to SquareTrade for repair initially. I immediately called ***** to inform him of the unsatisfactory repair. He requested that I send him pictures of the damaged repaired tablet. I complied with his request and he mentioned that I would receive resolution within 24-48 hours. On March 25, 2016 I called SquareTrade to follow-up on resolution of my issue since I didn't hear back from *****. The representative that assisted me at this time was **** (************ **** ****). I explained the entire issue to ****, whereby I was told that the repair was unacceptable. **** decided to call Microsoft (3-way call) to determine if the tablet could be repaired. Microsoft informed us that I would be able to take the so-called "repaired" tablet that was sent to me by SquareTrade into a local Microsoft store for them to give me a new one and allow me to exchange the tablet for another Microsoft Surface Pro 3 for $450 plus taxes. As such, I scheduled an appointment to take the tablet into a local Microsoft Store the next day. On March 26, 2016 I took my tablet to a local Microsoft Store (Perimeter Mall- Atlanta). Upon arriving, I was informed by the store Manager (her name was ****** *********************) that the Surface Pro 3 tablet was no longer carried at the store and that I would have to purchase a new tablet. The Manager also informed me that the damage that my original tablet sustained would have been unrepairable. As such, I immediately called **** to discuss this with him. **** spoke with the Microsoft store manager. **** explained to ***** and myself that SquareTrade would give me a full reimbursement for my warranty coverage amount of $1,949. **** explained that his supervisor (******) required that I submit the following documentation in order to be reimbursed $1,949 (warranty coverage amount): 1. Letter from Microsoft representative stating that my original laptop would have been unrepairable 2. Receipt showing that I purchased a new Microsoft Surface Pro (in this case, the Surface Pro 4) 3. Evidence showing that I returned the replacement laptop that was sent to me by SquareTrade to the Microsoft Store The Microsoft Store Manager attempted to lookup the serial number on the repaired tablet that was sent to me. Upon checking this in their database, it was determined that this was NOT my tablet and that it belonged to someone else and therefore they could not accept it. This was explained to **** by the Microsoft Store Manager. As a result, **** required that I only submit documentation relating to items #1 & #2 shown above. I have called SquareTrade on a daily basis ever since March 26, 2016 to get a shipping label mailed to me to return their replacement tablet. **** has constantly told me that I would be receiving a ship label within 24 hrs. This still hasn't happen (today is 3/31/16). SquareTrade, please honor your promise...

        Desired Settlement: I desire all of the following resolutions: 1. I desire for SquareTrade to send me a postage paid shipping label so that I can mail their defective tablet back to them. 2. Reimbursement for covered amount of $1,949.00

        Consumer Response: The serial number for the tablet that was sent to me by SquareTrade was #************.

        My original damaged tablet's serial number was #************.

        Consumer Response: When I spoke to **** on 3/29/16, I was told to provide a copy of the system BIOS to prove that the tablet that I received was NOT mines. I provided this information to ************************ at his instruction.

        According to ****, the repair depot acknowledged that they made a mistake by issuing me someone else's tablet and that they would email me a prepaid shipping label to send back the replacement tablet. I still have not received this from them.

        I was told that the Supervisor ****** approved my full reimbursement of $1,949 given the circumstances.

        Consumer Response: On April 1, 2016 I received an email from ******. In his email he indicated that SquareTrade will indeed provide me with a full warranty reimbursement of $1,949. Attached to the email was a pre-paid shipping label for me to mail their provided Surface back to them.

        I mailed their Surface back to them on Saturday- April 2, 2016 (Fedex Tracking #************).

        I will keep this complaint open with the BBB against SquareTeade until SquareTrade actually issues me the $1,949 reimbursement. At that time, I will close this complaint.

        Business Response: We apologize to the consumer for the confusion.

        The consumer has reach out to one of our Floor specialist and has approve the claim for reimbursement. The consumers device was sent in and received. The consumer will be receiving a check for the amount paid within the next 7-10 business Days.

        Consumer Response:


        Complaint: ********

        I am rejecting this response because:

        Given the poor experience I've had with SquareTrade regarding this claim, I will close this complaint when I receive the promised reimbursement. I did receive communication from SquareTrade today stating that a check should arrive to me within 5 business days.

        Sincerely,

        ****** ****** ***

        4/14/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: paid $75 for a warranty phone, a black Samsung. received a white phone without a back or new battery, that did not work. They will not replace it. A Black Samsung phone was purchased from Costco in September of 2017 along with a warranty from Square Trade. The phone broke on Sunday March 20, 2016. I called Square Trade and requested a replacement phone. They lady on the phone said they didn't have any in stock. Then she checked again and said they had a white phone. I told her we would take it so long as it had everything with it. She said it will have a back and a battery. When it arrived, it did not have a back or a battery. The phone worked for about 15 minutes then went dead. I called to get a replacement phone and they ran me through a series of hoops and three times their phones hung up on me without a call back. Furthermore, the guy on the phone said we could not get a white back we would have to keep our Black back. The fact that the phone doesn't work, it and is a mismatch of colors, and no one ever returned my phone call after the drops, I want my money back for the original warranty ($99) because they can not give me the same black Samsung Phone, and for the warranty replacement charge ($75) because the phone doesn't work and isn't the phone color of my phone. I have used square trade in the past and they were very good now they give out defective phones and give you the run around. Please give me back my $175 so I can go buy a new phone.

        Desired Settlement: My initial $99 I paid for a warranty at the time I purchased the new phone and $75 I just paid for a replacement phone under the warranty, the replacement phone is broke and is the wrong color.

        Business Response: We apologize to the consumer that the replacement device had issues.

        We like to do whatever we can turn the consumers experience around. We have reached out to the consumer to discuss the desired resolution as well as gave an option for another claim to repair or replace their device.

        4/14/2016 Delivery Issues | Read Complaint Details
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        Additional Notes

        Complaint: Asking for receipt after 18 months of contract. Customer service passing phone from one person to another person I bought Iphone warranty. Here is the detail : Type of coverage: 2 years with ADH Coverage starts: 9/28/2014 Coverage ends: 9/28/2016Care Plan Price: $99.00 Purchase Date: 9/27/2014 Purchased for: $99.00 Care Plan ID: ************ Receipt Recvd Date: 11/27/2014 I filed a claim on 3/27/16 for broken screen. SquareTrade Claim# - ********** I got email from ***** ( at Square Trade) stating this - "We were unable to process the receipt you previously submitted because it was saved in a format we cannot open. We will be unable to proceed with your claim until we receive a new copy of your receipt. " Receipt was already submitted in Nov 2014. Apple does not store receipt for more than 18 months, so I could not get it online at apple.com I called customer service at Square trade, the reps keps telling that I am not in Mobile department, so i will have someone call you back. Two people told me that and then I am still waiting for the call back. My concerns are : 1. Receipt was already submitted long back in pdf format. Its hard to imagine that they can not open PDF file and they realized that only after I filed the claim. This does not make sense. 2. And the other concern is - no one is there to help me in this, they all keep passing the issue to next person stating that someone in mobile department will call you

        Desired Settlement: I want Square Trade to honor the warranty and pay for the repair

        Business Response: We apologize to the consumer for the delay.

        Per our terms and agreements, the consumer is responsible for providing us with a complete copy of proof of purchase. We did in fact receive the proof of purchase and our claim specialist were unable to view it due to it being a .msg file. Our Resolution Team was able to open view the proof of purchase to process a new claim. We have reached out to the consumer to discuss resolution options.

        4/14/2016 Billing/Collection Issues | Read Complaint Details
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        Additional Notes

        Complaint: cant get my phone fixed, even though I purchased the warranty the same as every other time. I have been purchasing warranties from Squaretrade for a long time. I've been very loyal to them. At one point, I counted more than 20 active warranties. I've recommended their company to everyone I know as well. Here is my problem. I started buying warranties for my Republic Wireless phones a couple years back. At the time they did not have listed on their phone warranties for my company Republic Wireless because they sell speciality phones. When I spoke to the representative at that time they recommended I use the Other Electronics category. So I have continued to do this on each Republic Wireless phone I've purchased. Additionally I've had service on broken Republic Wireless phones without issues. Apparently more recently Squaretrade changed how they service phones and it no longer makes any difference anymore that the company wasn't listed. So now I try to file a claim for our broken phone and they say they can not honor it because it was purchased as Electronics Other and not Cell Phone. There was nothing in the documentation that I received at the time that clarified that cell phones were excluded from the warranty I purchased. Although I have asked them to still honor my warranty, they have only offered to refund my money instead. The problem is that I purchased their warranties (and currently have 3 additional of the same situation active) expecting that when the phone broke, I would be able to get service. Now that they have changed their policy I can no longer get the service I paid for. I need your help to ask Squaretrade to perform the service that I thought I purchased and to fix internally whatever needs to be done so this problem will not occur the next time I have a problem with a covered phone. I have spoke to them on 3 different occasions about this without resolution. Additionally I have asked for a representative from Squaretrade to call me back each time, but no one calls.

        Desired Settlement: I am requesting that Squaretrade repair or the phone or payout the claim on for the one that I have the open claim on. Additionally I am asking that Squaretrade make whatever necessary updates are needed in their system to adjust the other 3 phones that I also purchased the other electronics warranty for so that I wont have this trouble each time I try to use the warranty in the future.

        Business Response: We apologize to the consumer for the confusion.

        The consumer has reached out to one of our floor managers. The floor manager has honored the warranties and is in the reimbursement process for the claim. For the other three warranties we willhonor as well as a one time exception

        4/14/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: company refused to honor repair warranty Bought Nintendo 3ds xl January 5th from eBay per ad SquareTrade offered a 3 yr warranty I bought it from SquareTrade web site. There was no exclusions stated on the site that this was not allowed. Started a claim 3/27/2016 after proof of purchase of item and warranty I was approved for the repair VIA email and on phone. Then I received a phone call stating SquareTrade would not honor the contract and closed the claim. They did offer a refund and gave no other choice. I had to cancel the warranty to even get a refund.

        Desired Settlement: Pay the repair bill from Nintendo $85.00

        Business Response: We apologize to the consumer on the confusion of the warranty.

        Warranties purchased on SquareTrade.com are only eligible for new products as stated on our website. Also per our Terms and Conditions, the consumer is responsible for purchasing the correct SquareTrade Protection Plan for the Product based on condition, price or purchase location. The consumer has been notified and had cancel the warranty.

        4/14/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Promised to reimburse me when I called, but denied my claim after the repair was done. Would not have done repair if was denied in the first place. I purchased a 3 year warranty for a Macbook Pro in September of 2012. The computer died mid-use in 2014; I promptly filed a claim. The claim had since been listed as open until late February 2016. I noticed this when I found my broken laptop in storage. I called Squaretrade customer support on Monday February 22, 2016. I talked to ***** about this to see if Squaretrade will still honor the claim (I would have been fine with being told 'no' then and there). ***** talked to his supervisor and told me that his supervisor will make an exception and Squaretrade will cover the computer's repair, he also said he will leave a note for the resolution team. I received an email shortly (from ****************************) after telling me Squaretrade will reimburse me up to $273 in repairs; anything over that amount will come out of my own pocket. I had no complaints over those terms and sent my computer in for repair. I got my computer back on 3/17/16 and promptly scanned and sent my invoice in per instructions I received in the email from *****. I called a few times to see if Squaretrade received my invoice. The first person I talked to (week of March 20) told me he was going to send everything through the resolution team and I should hear back on Thursday (24th). I got a voicemail from **** on the morning of the 24th telling me that the claim was denied. I called Squaretrade back later that day to only get horrible customer service. The first person to take my call said he could not hear me while I was yelling into my phone and hung up on me. I called again and the second person to pick up said she was going to put me on hold while she and her manager talked; I gave her my phone number to contact me in case of a disconnect. She put me on hold and disconnected me; I never received a call back from her. The third person I talked to said that he would let **** know and **** would call me back the first thing 'tomorrow' (tomorrow being Friday the 25th; I am writing this Friday evening). This representative also confirmed with me that all the calls are logged and recorded, so I advise whoever is looking at this case to find that call that ***** picked up as well as the emails he sent out to confirm that I am not lying. I have a copy of this email printed and sitting right in front of me with the timestamp of 2/22/16 sitting right in front of me. I am filing this complaint because I am fed up with being treated like this and only receiving the mythical 5 star customer support when I am about to throw money at Squaretrade. As I have stated before, I don't care if Squaretrade had told me when I first called that they would no longer cover my computer, but to deny my claim AFTER I had spent a huge amount of money, expecting to be reimbursed in part is deceitful and wrong.

        Desired Settlement: I want Squaretrade to honor the promise of a reimbursement that *****, the customer service representative, his manager, and by extension Squaretrade itself made to me. I am not asking for anything else. This is what I expected when I got the approval email, and this is all I want.

        Business Response: We apologize to the consumer for the confusion.

        A claim is open for 90 days before it is closed due to inactivity. We have reached out to the specialist for retraining so this does not happen again. We are going to honor what the specialist said as a one time exception. We have reached out to the consumer with the reimbursement process.

        4/14/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Squaretrade will not return my phone even though they voided my warranty Purchased warranty through ****** Dec 2014 for a phone bought from Verizon. Called Squaretrade to confirm warranty was good to go, received verbal confirmation that warranty was active. March 2016, phone needed repair and I reached out to Squaretrade. They asked for receipt even though it was already uploaded to my account, I sent it in and received a claim approval to send my phone in. I sent it in, they replaced some components and sent the phone back. I received it back in the same condition as I sent it in, the phone was still having intermittent screen issues. I contacted Squaretrade and was told to send it back in. During this time, another employee was communicating with me through e-mail to re-send my receipt although I've already sent it multiple times. Finally, a few days after sending it in and not hearing back, I called and discovered my phone was "beyond economical repair" and I would get a check for $850. The very next day I get an email from **** W saying my warranty is void since the phone was purchased through ******* and not ******. I called again and was told to ignore the e-mail and that I was going to get the check. I waited a week and still no check, so I called and was told again I would get a check but their finance department had yet to start the process for it and was told to wait longer. I called again after a few days then was told I would not be getting a check but they would be sending my phone back. It's been a week since they've told me that and still no phone. I've called multiple times and keep getting told they are looking into the matter and will let me know once they get more info. It appears as if they have lost my phone and are giving me the runaround. I want my phone back or reimbursement for a lost phone!

        Desired Settlement: Either send me phone back in the condition I sent it in or cut me a check for the original amount.

        Business Response: We apologize to the consumer for the delay.

        Per 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 location. We have reached out the the specialist that made they error of approving the claim so this does not happen again. Due to the fact that the phone was marked as Beyond Economical Repair, it took some time to locate the phone back. Our technicians did locate it and the device is on it's way back to the consumer. We have also canceled and refunded the warranty back to the consumer.

        4/14/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: We were only told about a warranty that covers electrical problems we weren't informed about the one that covers accidents.We weren't given any option We purcased a warranty from Toys R Us for a SI Vengenance arc Race Car. We were not told by the affiliate store anything about the coverages what they covered nothing.. We assumed that it covered everything because that's what they led us to believe. When the cars antenna would not release from the housing and then broke off causing the car to drive into the wall and break the housing on the car we were told there was nothing they could or would do. The serial number is ************. Purchase date was July 26,2015. Payment amount was 49.99 paid by cash. Model # **********. Problem date 3-2816 cashier number ******* store # ****

        Desired Settlement: Only seeking a replacement but after the treatment received by the business and basically being told they ***** care about their consumers we are seeking a full refund!

        Business Response: We apologize to the consumer for the confusion on the warranty.

        The consumer was not correctly informed of how the warranty works at the point of sale by the seller. The SquareTrade Warranty purchased through Toy's R Us does not cover accidental damage from handling, nor do we offer that service for that item category. Unfortunately the consumers claim is considered as accidental damage from handling, we would not be provide any service. We do recommend going back to the store that misinformed the consumer to see if they can help rectify this issue.

        4/14/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: I requested a new phone under my warranty, when I got it, there was no back, no battery, and no mailing label to return the broken phone. On or about 22 March 2016, I requested a new phone under my warranty, when I got it, there was no back, no battery, and no mailing label to return the broken phone. When I called back, it was explained that they ran out of the galaxy s5 backs and batteries, but they ordered one from ****** and it would be on it's way, but they could not provide me a tracking number. When I finally got it, I rushed to pack switch everything over to the new phone (because squaretrade only gives you 7 days to return the broken phone before they charge you $500 for not returning the broken phone) and packed up the old phone and realized that they also did not send a SHIPPING LABEL to return the broken phone. I called in a panic, and I was told not to worry that they would email it right away. I was put on an extremely long hold and when the representative came back on the line they told me that I would receive an email in about 48 hours with a shipping label. I checked my emails all week to include spams emails and NOTHING came. Approximately 4 pm Central time on 1 April 2016 I called square trade customer service once again in a panic pleading with them not to charge my credit card with the $500 and to please get me the shipping label immediately. The rep said that it was emailed to me which is hard to believe because I still have NOT received it. She said she would put in another request to have another one sent to me that I should receive it by this morning, 4 April 2016, and here it is NOON and I still have not received anything! Just emails asking how thier customer service is! This is causing alot of undue stress and panic.

        Desired Settlement: I would like the shipping label which has been promised over and over and should have come with the phone replacement, an apology for all the stress they have caused me, and a partial refund of the warranty!

        Business Response: We apologize to the consumer for the stress we have created.

        We have sent the consumer the prepaid shipping label via email. Also for the inconvenience we have also done a full refund on the consumers warranty. The consumers warranty will still be intact. We have reached out to the consumer explaining the process for the refund.

        4/14/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: SquareTrade is not honoring warranty purchase for Sharp TV I bought the TV from Costco and SquareTrade Extended Warranty with it. My TV started having HDMI ARC (CEC) issues and I called SquareTrade to get it fixed. They approved my claim was approved on March 7, 2016. The part was shipped to me and service tech comes to repair the TV on March 16th. The tech tells my wife that he can't repair the TV and Squaretrade will be in touch. In the meanwhile the service company calls to spend even more time on the phone to troubleshoot and I refused as they don't work on weekends and I don't have time during the week to spend 2 hours to troubleshoot. I told the tech I have gone through troubleshooting step with the Squaretrade rep as well and it the tech could not repair the TV while he was here, how will we do remotely. The following day, I turn the TV on and it does not even turn on. I send a movie of the blinking power light to Squaretrade and after much back and forth and followup emails, they determine that the TV can't be repaired and they will send me a replacement. The replacement TV they offer is half of what I paid with I bought my current TV and not at the same tier as my current one. The current TV was bought for $1499.99 and the warranty coverage for up to $1699.99. The TV offered by Squaretrade sell for $699.00. Another option they offered me was a lower end Samsung TV with did not have ARC on HDMI ports. No paying attention to the fact that ARC issue was the reason I opened the case for warranty repair! I have been back and forth in emails with their TV Replacement Team and they keep pushing me to take an inferior and lower cost TV with some emails being downright rude. They are having a tough time understanding the difference between native panel refresh rate, effective rate and ClearAction rate. I have 18 active warranties with SquareTrade and perhaps that many which have expired now. This is no way to treat their longtime customer. So, with my new iPad Pro 9.7, I went with Apple warranty. I have given SquareTrade enough time to resolve this and they have not been willing to do what is right here.

        Desired Settlement: Short of refund, nothing is acceptable at this time. This has dragged on for weeks now and I ended up buying a new TV as this one was our primary TV. If I have to get an attorney involved, I will do that as I am so disappointed with SquareTrade on this issue.

        Business Response: We apologize to the consumer for any inconvenience we may have cause.

        The consumer has reached out by one of our resolution specialist, they approved for the consumer to be reimbursed. The consumer should be receiving a check for the purchase price of the device within the next 7-10 Business Days.

        4/14/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Square Trade refusing to honor claim within warranty period despite issuing me contract and sending me email verifying that my claim was approved On 2/6/14 I purchased a 3-year warranty from Square Trade for a Dyson vacuum cleaner. My purchase and payment were accepted and Square Trade sent me a contract. In my Square Trade account online I see the warranty and all the details. Two days ago on 3/30/16 I contacted Square Trade to file a claim as the vacuum cleaner is not holding a charge and has weak suction. The representative contacted a manager and Square Trade approved a payout of the $229 purchase price. This took over an hour on the telephone. I received an email congratulating me that my claim was approved. The email also contained instructions and a shipping label for returning the vacuum cleaner to them. I spent another hour shipping the vacuum as it is large and it was difficult for FedEx to find a big enough box. I paid $12.84 for the box, despite the fact that Square Trade promises that customers will have no out of pocket expense when a claim is approved. Today 4/1/16 I received a call from Square Trade telling me that the warranty is invalid because it was purchased more than 30 days after I purchased the vacuum cleaner, they were not honoring the warranty, and they were shipping back the vacuum. I spent an hour and half with a variety of representatives, some of them rude, telling them that this is breach of contract and consumer fraud, all to no avail. I pointed out that if a warranty cannot be purchased more than 30 days after the item is purchased their system should have rejected it. They agreed with this and apologized with a long explanation about that they only "caught" it when they received the vacuum from me and contacted their "depot" for the payout. I pointed out repeatedly that for 2 years I believed that I had a contractual warranty. I pointed out that the rep who approved the claim told me the payout would be issued as soon as they received the vacuum and I should purchase a new one. I was making arrangements to do exactly that when I received the call they they were not honoring the warranty. They offered to refund the purchase price of the warranty, which I declined as I plan to sue them if this cannot be resolved amicably. They said there is a statement on their website that says warranties can only be purchased within 30 days but this is not true. Several types of warranties can be purchased after that 30-day period. In addition, I purchased the warranty 2 years ago and there is no proof that that statement was on the website then. I certainly did not see it. Also, my purchase was not rejected. Lastly, even if there is now such a statement on the website, my contract contains no such statement. I am an officer of the court and am familiar with the laws. This activity on the part of Square Trade is illegal. It is a perfect example of consumer fraud and breach of contract.

        Desired Settlement: Payout of the purchase price of my item as per my contractual agreement

        Business Response: We apologize to the consumer for the confusion.

        One of our Resolution Specialist has reached out to the consumer, making a one time exception and is going to be reimburse for the purchase price of the device.

        4/14/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: I was offered a 25% discount if I purchased a 2nd iPad warranty at the same time as the 1st. Site froze and now will not honor the discount. On March 28 I purchased (online) a 3 year warranty on a new iPad Pro. After paying for the warranty I was offered a 25% discount if I purchased a second iPad warranty. Since I was about to purchase another warranty for a 2nd iPad, the site froze and would not permit the purchase. Further attempts did not provide for the discount. I contacted customer service and was informed that they do not offer any discounts.

        Desired Settlement: I would like to be offered the 25% discount that was offered to me.

        Business Response: We apologize to the consumer for the delay.

        The consumer has reached out to one of our Floor Supervisors. As a one time exception the Floor Supervisor provided a 30% off up to $30 coupon. Unfortunately the coupon did not work and the supervisor reimbursed the consumer they 30% off up to $30.

        4/12/2016 Problems with Product/Service | Read Complaint Details
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        Complaint: I have accidental coverage on my Playstation 4, but I was refused coverage on an unrepairable unit. I was refused the refund/exchange of my PS4 unit. I bought my PS4 two years back and I decided to go with Squaretrade on the extension of the PS4 warranty, instead of going with Sony. I heard good things and I liked the price in ******. Since then, I've sent in my PS4 3 times. I was rather upset with how long the process is to get a claim in place. Too many people in the mix to get a claim in order. On top of that, I had to get my own box and print the return form, unlike Sony that ships you a prepaid box. The Second time that I sent in the PS4 because it was not properly repaired, it was sent back to me with this note: "Motherboard replaced". I didn't get a chance to open it right away because I had work but when I opened it up, I found right away that there was a rattling noise and a chip. I connected it and noticed that the PS4 was not turning on or it would turn on but turn back off. I called Squaretrade right away to report and I had to send it in again. I got an email from Squaretrade that the PS4 was unrepairable and said they will be sending me a check for 399.99. Then, a few days later on Feb 10, I got an email from Mel saying not to cash the 399.99 check as that is voided and that there is another check coming on the way. I waited about 10 days for them to send me another check but nothing came. Then, I called in to create a case with Squaretrade asking about where my check is or if I can cash in the one I already have (the voided one). Keep in mind, that I had to talk to 3 different people to create this case about a check that I never received or an email about an update. I provided them with my cell phone number to contact. A week later or so later on Feb 27, someone named **** (without a last name) sent me an email noting that the PS4 "fell within operator negligence" and that they would not refund me. I was furious because they made me wait so long just to send me an email about this almost 20 days later. In addition, they said they refunded me the 60.47 accidental plan to my credit card, which I no longer have. I sent an email back noting and asking which part of it was my negligence: the part of replacing the motherboard or the part of it not powering on when it was returned the second time? I sent him an email back noting that I need this reviewed again and that I need the name of his manager. It's been well over a week that "****" has not answered my call or called me back on my cell phone. He called my home phone once but I'm never home. In addition, I tried to call Squretrade to get in touch with him through his extension #****, but it goes into a loop to Cisco messaging services never allowing to leave a voice mail or connect to others from that loop. It keeps asking which extension and none of them work. I have put in random extensions to speak to someone and got a hold of 3 other reps, all of whom "don't know who ****'s manager is". I have left my cell phone with them to message **** to call me and he still hasn't done it. The phone directory is useless because it asks for a last name and **** and the other reps are not giving me his last name. Squaretrade was a mistake and I feel really cheated. I picked up this service because I heard good things and lots of advertisement but I never thought it would cheat me out of 399.99 even after a check was sent out to me. I have the accidental plan but they want to say that this "damage fell within the realm of operator negligence and non-normal operating conditions". I told them many times that I heard rattling and such. If I had opened the PS4, I would have surely been voided the warranty, but what they did here is outright a scam.

        Desired Settlement: I need a full refund of my PS4. In addition, I want the refund of the Squaretrade plan of 60.47 to be sent as a check instead of a credit to my credit card. I no longer have that credit card and will not be able to get those monies.

        Business Response: Our Assurance Team has emailed the customer regarding this issue. That department can assist with any concerns if the customer replies back to that email. The team will reply within 24 to 48 business hours

        Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
        No such email was sent to me. I had to call Squaretrade again and this time I got a hold of ****. It is erroneous to say that I was emailed and that I did not respond back. I had to chase down **** to get my side of the story. After telling my side of the story, he finally agreed that Squaretrade was in the wrong because I had explained profusely what had happened. I have been issued a check for the damaged PS4, but I have not received it yet, even thought it was supposedly sent out 3/25.

        Business Response: Our Assurance Team has emailed the customer regarding this issue. The issue was resolved by reimburement for the price that was paid. If there are any other issues our Assurance Team can assist with any other concerns if the consumer replies back to that email. The team will reply within 24 to 48 business hours

        4/12/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: The printer will not print. this printer has been replaced by the manufacturer in the last 6 months same problem. Printer will not print.************ Square trade tells me they do not cover printer heads problem. they did not tell me that was a problem they don't cover. Why would i buy replacement plan if it doesn't cover the printer. Purchased Printer offline delievered to the store. paid with credit card purchased as gift for wife. Store Staples # ****, date 10/08/14, order# **********, Invoice #117303974, Price $199.99 had staples reward discount for $50.00 off. Paid $164.99. paid with credit card. Espon Workforce WF7110 inkjet Printer.

        Desired Settlement: Something is worng with this item. Refund

        Consumer Response: Better Business Bureau:

        I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

        Sincerely,

        ****** ******

        4/12/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: The company is unwilling to fulfill their obligations of item replacement under the insurance I bought with the item. The item I purchased was a 9inch tablet at $79.99 withe this company's 2year replacement insurance at $24.99 and the representatives of the claims department will not do a one for one exchange. The only options they give me is to give a lower quality item or a refund of $70

        Desired Settlement: Replacement of same quality not lower quality

        4/11/2016 Problems with Product/Service | Read Complaint Details
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        Complaint: Two separate issues with two accounts and outstanding warranty issues. On March 3, 2016 I contacted SquareTrade regarding my cancelled account. I received a new debit card from my bank due to changes in the types of cards to their customer's. Due to the change in card my account was not updated with the new information. During this time I received one email indicating payment was not accepted. I tried logging on to address the issue but was unable to update the card due to website not being very user friendly. I later contacted Square Trade by phone on March 3 and was told by a Customer Service Rep who spoke with their Manager/Supervisor who said they could re-activate the account provided I gave updated account information. I gave my CC over the phone and was told I would receive an email regarding my account verification of re-activation. A charge was also made to our account. While on the line with this Rep I also wanted to know why my monthly fee for my iPhone 6 Plus was $5 and my wife's account (************ under ********* *******) was being charged a monthly fee of $6.04 for a iPhone 6. He said that he was unsure of why our fees were so different especially since we signed up together in less then two weeks apart. He informed me he would look into this and get back to me via email along with account re-activation information. Today, March 10, I contacted Customer Service regarding my account and was told there was NO WAY POSSIBLE to re-activate an account! The Customer Service Rep said once an account a cancelled for any reason at all, it cannot, and will not be re-activated. Very troubled as to why I was told on March 3, it was not a problem at all to re-activate and a Manager/Supervisor approved this re-activation. Even after speaking to a Supervisor she posted ALL blame back on me for not updating my information and admitted the Service Rep I spoke to on the 3rd had misinformed me and apologized for promises that could not be honored. I hope you can understand my frustration as I have paid for this warranty for many months and was told re-activation was possible and not a problem and now being told the Rep should not have said that and now nothing they can do for me. On a separate account on March 5th my Wife filed a claim via the website for a damaged phone requesting replacement. She submitted receipt of purchase along with this claim. Her account info is ************ ********* *******, iPhone 6 16gb, Plan#: ************ Claim#: ********** She received ONE email requesting "find my iPhone" be turned off. Because her phone is not currently operational and where we live we do not have high speed internet it was difficult to respond immediately. She did however respond on the on March 9th and indicated "find my iPhone" was disabled. She later logged onto SquareTrade's website and found out that a proof of purchase was required. This had been provided but apparently did not show the exact dollar amount of which we paid for the phone. NO ONE CONTACTED US TO ADVISE US THIS WAS NEEDED! It wasn't until WE called and spoke to a Service Rep who informed us claim could not be processed without this info. This was found, uploaded and accepted. The HUGE problem is that after nearly 14months of payment at $6.04 they tell me that they are doing a huge upgrade in their system and cannot honor my phone replacement at this time. Call back on Monday they say!!!! This is very alarming that one she is paying a $1.04 MORE then I pay and my phone is more expensive and they cannot warranty phone replacement AT THIS TIME!

        Desired Settlement: I am seeking that my account be back dated and re-activated as promised for account ************ ****** * *******. I am also seeking my wife's phone ************ ********* ******* be replaced within a timely manner and not delayed due to updating system issues.

        4/11/2016 Problems with Product/Service | Read Complaint Details
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        Complaint: Filed a claim, they didn't have phone, instructed me to get it at apple, didn't honor warranty I filed a warranty claim for my iphone 6S on October 15, 2015. Squaretrade didn't have an available replacement phone for this model, and instructed me to go purchase a unit at my local Apple store and that they would reimburse me the full price of the replacement phone as well as the warranty premium. On December 29, 2015, I submitted the receipt for the new phone I had to purchase at Apple. I submitted the receipt to Squaretrade for reimbursement and they asked for the old phone back. I went back to Apple to request the old phone back and they no longer had it. I further explained to Squaretrade that Apple gave me a copy of their policy that stated they don't give old phones back, and now Squaretrade won't reimburse me the cost of the phone that they shoul've handled in the first place, by them. Instead, they're having me handle the claim for them, and they have not honored the warranty. They should've had the phone in stock, or at the very least, not give me a hard time about getting the phone replaced myself at a local Apple store.

        Desired Settlement: I am seeking a full refund in the amount of $750 from Square trade for the phone that I had to purchase while being insured by Squaretrade.

        Business Response: We apologize for the issue the consumer experienced with their device. The claim was approved for Local Repair but the consumer purchased a brand new phone. we'd be willing to make an exception to reimbursement for the phone but the consumer disposed of the phone. Per the terms & conditions it clearly states under our Reimbursement sections:

        "Reimbursements: Sometimes it's faster to reimburse you the cost of your item. If we reimburse:
        For most cases, you'll have a choice of payout options.
        If your item is shippable, we'll provide you with a pre-paid shipping label. Once we receive your item, we'll pay your claim within 3-5 business days."


        Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
        They directed me to go to a local store to take care of my own problem. The problem is, the Apple store kept my old phone and I cannot get it back. I already asked the Apple store and informed Squaretrade that I have nothing to mail them. Squaretrade needs to either reimburse me the full amount of $750 for the phone that I replaced under their warranty, or mail me a new phone under the warranty.

        Business Response: The consumer was never instructed to purchase a new phone & claim was never approved for replacement. Unfortunately we are unable to make an exception to payout the customer for the device as the device is irretrievable. Per terms & conditions, we do not cover devices that are lost, stolen or irretrievable.

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

        Business Response: As stated in the Terms & Conditions, we will repair, replace or reimburse the consumer for the unit. The shop that the consumer was sent to is a vendor that we use to provide quick, easy (usually same day) repairs. Though the consumer replaced the phone outside of terms of the approved claim, we'd be happy to honor reimbursement once the insured unit is returned. The consumer agreed to this reimbursement process within the Terms & Conditions when purchasing the warranty. We will only honor reimbursement when the unit is received. The consumer has been sent a shipping label to send the insured unit back to us once we receive the unit a check will be sent within one business day.

        Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
        That is not accurate. I did not have to go to Apple to have my warranty taken care of. I would've much rather preferred that you take care of the entire process like you were suppose to. I have never had to deal with processing a claim like this myself, and I am not aware of the intricate do's and don'ts such as a company like yours is used to as you deal with these issues on a daily basis. I was told over the phone by the telephone operator to submit a receipt that proves that I purchased a new unit and submit it to you for full reimbursement. I did just that, and waited for you to send me the check. When I didn't receive it, I called and is when I found out you also wanted the old phone back, but Apple kept it. I hope you reason with me and issue full refund so we can settle this matter. Thank you.

        Business Response: We followed up with the repair shop they indicated if the consumer's phone was kept they should have some documentation of this. So far we have only received documentation of new phone purchased. We have reached out to the consumer and we are requesting documentation of the repair shop keeping her phone. Once we have this information we can look into a resolution.

        Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
        As I stated before, I don't have any other documentation to provide you. The receipt I gave you is all I remember being given. Please issue full amount reimbursement for phone that I had to purchase under warranty. Thank you

        Business Response: The claim was approved for a local repair. According to the repair shop the consumer would have some sort of documentation showing that they kept the consumer's broken phone. Until we have that documentation we will not be able to complete a claim.

        Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
        I received an email from you outside of the *** stating that you would like to work with me and resolve this issue. I appreciate that, and the only way we are going to resolve this is if you get a manager to take exception to the fact that you do not have additional paperwork, nor were you able to obtain additional paperwork from the facility. That is the same situation I'm in. I hold you responsible for this and ask that you issue full refund of the phone I had to purchase on this particular situation/case. Thank you.

        Business Response: We apologize to the consumer for the inconvenience.

        For us to be able to proceed with the reimbursement we would need one of two things.
        1. Documentation from the store that took the device and dispose of it.
        2. The Original phone that is covered.

        Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
        You keep asking the same question and I keep giving you the same answer. Please escalate this to a manager that has authority to issue refund. As I stated numerous times before, the store kept the original phone and documentation. I DO NOT HAVE EITHER OF THE TWO ITEMS YOU ARE REQUESTING AS YOU YOURSELVES VERIFIED WITH STORE.

        4/11/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Sent my phone for repair, they promise 4 day turnaround and they didnt even touch my phone until i called three times. I sent my phone in for repair. Was received by facility on Monday and no updates were on claim until i called wednesday and again on Thursday. They needed a passcode and no one took time to call me and ask for passcode. they were just sitting on phone and not doing the repair as they promised. So i asked them to refund my deductible becasue they didnt fullfill turnaround time for repair.

        Desired Settlement: Need full refund of my deductible due to lack of concern for my repair request.

        4/11/2016 Problems with Product/Service | Read Complaint Details
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        Complaint: Square Trade is sold at the register as an extended warranty which covers "wear and tear." They refuse to cover a claim which I believe is valid. A Vectron AirHogs flyer is a flying saucer toy. Any plastic toy that flies will fall sometimes, and I would consider a broken plastic antenna part of wear and tear. Square Trade would not accept this problem. A second problem is that the toy is rechargeable, and will not hold a charge. The Square Trade contract specifically states that it will cover defects and wear and tear after 3 months (before which they cover wear and tear and manufacturer covers defects). However, at six months now since purchase, they still want me to pursue the manufacturer warranty. It became clear on the phone that Square Trade really would not intend on covering anything, but that they will have a reason why they would not cover any claim I might make. I spoke with Alex, but he could not give me the name of his manager. He said, "there are so many, I wouldn't know which one." He did tell me my $4 for the warranty could be refunded. The $20 toy eventually broke as expected (that's why I bought an extended warranty). The Square Trade warranty, however, is a broken product from the beginning. I believe this is one of these Extended Warranty scams, where it's just a way of raising the price at the register. **** ******* ******* ** ********* **** **** *** ** ******, and I do not believe such a company deserves that rating, as their bait and switch tactic is poor business practice.

        Desired Settlement: My cost was not great for this item or the warranty. I would simply like *** to be aware of the Square Trade business practice. I do not believe such a company should be allowed membership, *** ***** ** ********* ******* ******** ****** ***

        Business Response: We apologize to the consumer for the confusion.

        Our warranties cover normal wear and tear, mechanical, and electrical failures. We do see this as valid wear and tear issue. We have also reached out to the specialist for retraining, so this does not happen again. We are also reimbursing the consumer for the purchase price of the item in a form of a check that should arrive within the next 7-10 business days.

        Consumer Response:

        Better Business Bureau:

        I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I received checks refunding both the product, as well as a refund on the cost of the Square Trade warranty.  Both my name and address were misspelled, but I am hopeful that my bank will still cash them.  

        However, I still have concerns that Square Trade operates in such a way as one has to report them to the *** to get fair treatment.  I will not purchase their product again, and would urge the *** to keep close watch on their trade practices.

        Sincerely, 

        **** ******

        4/11/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: I purchased computer on 3/18/14. Stopped working on 11 March 2016. but could not bring it in until 3/21/16. Staples & I phone ST, both treated rudely I purchased a computer at Staples on March 18, 2014. The last time the computer worked was on March 11, 2016. However, because I was out of town until late March 19, I could not get it into Staples until today (March 21). Staples first phoned SquareTrade and they were very brusque with the Staples clerk, saying that they were going to do nothing about this warranty. I then phoned them and was on hold for about 30 minutes, waiting to file a new complaint and see if there was any compromise we could reach. The representative finally came on and sounded like he was having a bad day. I then just barely started asking my questions when he said something to the effect that he could not help me and put me on hold. I waited on hold for almost 10 minutes before hanging up, since I ran out of time to wait. The computer failed before the Warranty expired, but I could not report it until 3 days after the Warranty expired. A good company would work with me on this issue. I used them because of advertisements I heard on the radio. We have bought from them before, but unless this is resolved, then I will be a very unhappy ex-customer.

        Desired Settlement: I would prefer a repair, but I am willing to work with them to resolve the issue. So far I have not been impressed by their lack of customer service.

        4/11/2016 Delivery Issues | Read Complaint Details
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        Complaint: Not reimbursing for unsubsidized price of phone to allow for replacement as contract states. On March 9th I called square trade to file a claim on my 128GB iphone 6 since it would not turn on or charge. During this call I was told they they could not help me because my imei was blacklisted as my phone was a stolen phone. The imei on my receipt from the apple store matches the one on the phone so I don't see the problem, but Im told I need to call Verizon because they have a lock on my phone. I know that Verizon does not lock phone but the customer service rep is insistent that he cannot help me until I call Verizon. I call Verizon to find out what I already knew that there is no lock on my phone and they have no idea what square trade is talking about. I call square trade back a second time. This time I am helped without issue and am told to print the shipping label and send my phone overnight and they will repair or replace it and send it back overnight to me they next day, so I do as instructed. 48 hours pass and I do not have any communication from square trade as promised that I will receive emails along the way and I do not have my phone back either so I call them a third time. This time I am told that they did not receive my phone in time to look at it so it will be another day. I don't understand I tell them and they tell me that it was received after Noon so it will be another day. It was received at 12:30PM. I wait another 24 hours and still no phone from back from square trade or any communication from them so I call them a fourth time. This time I am told that my phone cannot be repaired and that someone is going to contact me from 1-3 days for a resolution. I wait and wait and wait and wait some more. No one contacts me. No phone calls, no emails nothing. Days and days pass and each time I call I get the same answer that my phone could not be repaired and that someone will contact me. After 7 days I get an email stating that they are going to send me a reimbursement check of $599.00 in 7-10 business days, which I will receive in 3-5 business days after that. When I purchased my 128GB iphone 6 the unsubsidized price for it was $849.00 which is what this insurance claims to cover, the full unsubsidized price of replacing the phone. Why are they sending me a check for only $599.00? I expected to have my phone repaired or replaced and back in my hands witin 48 hours as promised which is why I purchased this insurance to begin with. I did not want to be without my phone for a long period of time if something should happen to it and I knew that I could not afford to replace it for $849 as well. Yet here I am 2 weeks after filing my claim and sending my phone in and I have no phone and no check yet and even when I do receive the check its not enough to replace a 128GB iphone 6 It will purchase a 16GB iphone but this is NOT what I sent them or what insured with them. I am very upset over the scam they are trying to pull.

        Desired Settlement: I want them to pay the unsubsidized price of $849 for a replacement 128GB iPhone not the $599 they claim that they have sent me even though I have not received it yet.

        Business Response: We are sorry the consumer had issues with their device.
        As per our Terms and Conditions we process payments for the replacement price of a device. In this case, however, the device is no longer manufactured and we will reimburse the difference that the consumer requested. We have processed a second check for the difference.
        The consumer is aware of the additional payment.

        4/10/2016 Problems with Product/Service | Complaint Details Unavailable
        4/10/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: the company sent me a email confirming I would be reimbursed for repair charges. I sent them the receipt and they refuse to reimburse me I bought a Toshiba computer from staples on nov 22 2015. I bought the square trade protection plan. in December I was having issues connecting to the internet so I called square trade and they told me to send the computer to their company and they would fix it. I sent it in and got it back, however the problem was not fixed. in January I called them back that they did not fix the problem so they said send it to us again and we will fix it. I sent it again and got it back however the problem wasn't fixed. on march 13 I called them back and spoke to Mark he promised me to speak to a senior advisor and call me back before 5 pm on Monday march 14. on Monday march 14 no one called me so I called them up and the agent told me you have 2 options you can send it to us a third time or you can take it to a local repair shop and we will reimburse you the cost of the repair. I asked him if you can provide me in writing that you will reimburse me so he sent me a email which says "congrats your claim has been approved. here are 3 steps to get reimbursed 1)go to a local repair shop 2)get a receipt 3)email to us a copy of the receipt and we will quickly reimburse you. so I went to staples and paid $171 to repair my laptop. I emailed them a copy of the receipt and invoice they replied that this was a software issue we only deal with hardware issues so we won't reimburse you. I called them up and said you saw my computer two times and you sent me to the repair shop and you promised to reimburse me! they said we do not cover software issues. I said I only brought it to the repair shop and paid $171 because you promised in writing to reimburse me! you clearly wrote in your email your claim has been approved for reimbursement. they said "sorry for the inconvenience".

        Desired Settlement: I am seeking that they should keep to their own word and refund the cost of my repair like they promised me in writing BEFORE I went to the repair shop. they NEVER indicated a scenario that this problem will not be reimbursed.

        4/10/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: I initially filed a claim for my laptop on 09/15/2015. I only heard back After my warranty expired. The computer is still not fixed. on 09/15/2015, I initiated a claim. My computer's display shrinks and freezes before it shuts down. I did not hear back from the company. I tried several times to call square trade, but he lines were busy. I was finally able to speak with someone in October. They said they will call me back for a fix. I never got a phone call. In October/November 2015, my warranty expired. I finally got to an agent who said he'll send me a box for the computer. The box did not arrive until end of November/December. Because of computer freezing, it took me awhile to back up the computer. For some reason, square trade told me on 01/20/2016 that they did not get the laptop until 01/19/2016. I received the laptop with a paper documentation that had "Item replaced: battery" checked on 01/22/2015. I immediately called square trade to ask why my perfectly good battery (per documentation from Apple) was replaced, but nothing else was done with my freezing computer. Adam gave me authorization to bring it to the local Apple Store. I brought it to the local Apple Store. They sent the laptop to the depot to replace the logic board. I picked it up end of January. 3 days later, the computer would shut down with 97% battery and while hooked up to a power source. Square trade advised me to bring it back to Apple. Apple replaced the logic board again on 02/05/2016. On 02/17/2016, my computer started freezing again. I let the battery drain. I hooked it up to the power source after. It still showed the frozen screen. I took it to Apple for stress tests. Apple told me it does not know why the computer still freezes. It checked both hardware and software and could not find anything wrong except for the 77% battery that now fails their test. When I initially brought it in January to check the hardware, all other components failed, but the old battery passed their test. This was the battery that square trade exchanged for my old one. Now, square trade keeps telling me that my warranty has expired and since Apple cannot find he issue, they are not pati me for my computer. They want to keep on repairing the computer which has undergone 3 component replacements, 5 Genius Bar stress tests and 1 Apple remote test to regenerate the issue. It only ever freezes when I am doing work for my MBA classes using safari, google chrome browser, excel, and word. They are giving me the run around because they do not want to pay me back my $1200, for which I paid for the warranty. Moreover, Squaretrade has taken this computer from my warranty lists online even though my warranties from 2008 are still there. At this point, I do not trust square trade will do its job in fixing my computer and I just want my approximately $1200 so I can get a functioning Apple laptop and not get anymore square trade warranty.

        Desired Settlement: Square trade warranties that they will repair the laptop or give me the amount I paid for my laptop if they cannot repair it. I want them to pay me back my approximately $1,200 since they did not repair my product for which they insured. They clearly cannot and have not repaired it. BUT FOR square trade's negligence, the laptop would have been repaired during its coverage and the battery would still be passing the Apple hardware test. Five months, numerous phone calls, and numerous Apple Care calls and Genius Bar visits later is too much. I have been patient with this company, but that has ran out after all it's agent keeps repeating to me that my warranty has expired.

        4/10/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Within a span of just a few months I am having to file a claim on faulty laptops. This is the second time within a month. In November of 2015, I filed an original claim towards a warranty on a computer I had purchased in 2013. It took THREE months to get it resolved and that was only after they were forced to after me filing a claim with the ***. I had to file a recent claim a few days ago, and I have received nothing but wrong answers from untrained employees that have given me the run around. My computer froze and gave me the blue screen of death. Under reservation, because of my previous nightmare experience with this company, I called the claim center. They put me on hold for almost an hour saying that they would give me tech support for my machine. They never gave me tech support, just a long wait on hold with no answers. When I called back, they tried to cancel my right to even file a claim to get a refund. I am a PhD student, and the machine died while I was doing my homework. I had to go and BUY another computer because I knew any "solution" they would offer would take forever and I would receive penalty in my program for not submitting my work. They continue to put me through the same cycle of having people call me who offer no real help and they do not allow me to take advantage of solutions that would be to my benefit. By the time they come to any sort of resolution, I will have lost twice with them not having helped me. My machine is not fixable and I want them to make good on this product warranty.

        Desired Settlement: I had to BUY a new computer to even finish my homework or risk being kicked out of my PhD program. I do not have the money or time for this-AGAIN! It is such an overly stressful process because they stall and never really work to solve the problem in the customer's best interest and some of their call center people who are rude and nasty do not offer you your full rights on warranty. I am a small business owner, and I don't have the right to cheat my customers and not make good on my products and services. They need to make this right and stop taking advantage of customers by just taking their money and not offering them what they paid for. I am not interested in some person calling me who does not have the wherewithal, tact, or authority to make a decision. From what I was told by the technicians as the computer store, there was a bad batch and lots of recalls from Toshiba computers around the time that I bought these two and they had a lot of product failure. This machine is faulty and was set up to fail just past faculty warranty--I believe that. What are the odds of this happening TWICE. I just want a refund for this pile of junk so I can be on my way and back to writing my dissertation instead of fighting with Square Trade---AGAIN!

        4/9/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Claim was approved. Haven't received it after several phone calls to them. I contacted Square Trade about a broken ***** 7. They approved the claim and sent me a shipping label to ship it to them. This was on Nov. 16, 2015.I checked their web site, the Status Summery stated the item had been shipped. I called them to find out the status, they said they hadn't received it and the tracking no. on the shipping label did not come up. Said I had to go to *** * to make a claim with them since the parcel was lost by them. *** * denied the claim saying Square had to make the claim to them since the label was issued by them. I have called Square Trade several times & keep getting the run around. I've told them they are stating the item was shipped according to their web site.

        Desired Settlement: I **pect a refund, that's why I purchased the warranty in the fist place. I have had and do have other warranties through them and have never had to use them. This is the first time and it hasn't been a pleasant one. I feel that I did what I was supposed to do.

        Business Response: We apologize for the issue the consumer **perienced with their device. Our records indicate the shipping label provided was not used to send the unit back to us. We have reached out to the consumer via email and by phone to get the receipt they received from ***** to verify the tracking information.

        Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
        I sent a response yesterday, here it is again, I responded to square trade's email to me on March 7 with the following email:(The label that was sent to us for the return of the ****** was sent to us Via email. My wife printed the label off and applied it to the package that contained the ****** The package was left at a drop off point and there was no receipt obtained for it. On your website the package was marked sent. We have contacted both *** ** ****** and ******* and can find no record of any scans. We can understand your reluctance to pay the amount that it was insured without receiving the item in question. The fact remains that we did everything that was required of us. If it was lost by *** ** then it is your responsibility to recover from *** **. The label was sent by you to us and we did everything that was required on our end. With that said, we have been more than patient and have spent time and gasoline going to both *** ** facilities. There is only one way to resolve this matter and that is for you to pay the claim and speak to *** ** about compensating you. We deal with shipping all the time with **** and are well versed in the shipping process. Maybe it is time for you to use another carrier for your business. Thank You)I have received a response. I first tried to call didn't get through so I emailed. The say the shipping label provided wasn't used, it was used they sent it as an attachment I copied it & placed it on the pkg. (I made a copy of this shipping label for my records). A receipt was not given to me at the *** ** pick up point. Square Trade's web site states pkg.was sent! After checking with the web site, we figured everything was ok. I used the shipping label emailed to me, I did what Square Trade told me to do!

        Business Response: We are sorry the consumer had issues with the shipping of their device.
        We will take responsibility for lost packages when we can file a claim with the shipper but as ***** has no record of receiving a package with the tracking number that was on the label (emailed to the consumer by SquareTrade) SquareTrade could not file a claim with the shipper. The consumer has stated that they have no documentation that the package was accepted by *****.
        As per our Terms and Conditions we do not cover lost items. We can offer the consumer a cancellation of the warranty and refund the price paid for the warranty. SquareTrade has sent the consumer what we can offer.

        4/9/2016 Problems with Product/Service | Complaint Details Unavailable
        4/9/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Waiting for a warranty replacement for over a week, several different stories of why the delays. No shipment as of day 8 of claim I purchased a squaretrade protection plan when I purchased my new phone. The screen broke when I dropped the phone and I filed the claim with SquareTrade. I had to resubmit the claim 3 days in a row and was told that they were updating their system and my phone would ship on 3/11. On 3/12 when I did not receive the phone, I called again and was told there were weather delays in Memphis, TN and the phone would ship on 3/14. I called on 3/14 asking for a tracking number and was told it would be emailed to me. 3/15 no tracking number received, so I called again and was told the phone had shipped and would arrive by 8pm. I called back again to ask for tracking info and was told the phone did not ship as it is out of stock. Today we were told that they would refund the purchase price of the phone, but can not get confirmation.

        Desired Settlement: I would like refund of the original purchase price of $783 phone as I was promised today by "******"

        Business Response: We are sorry that the consumer had issues with their claim.

        We were planning on replacing the consumer's device, but unfortunately our inventory team was unable to do so. Also because the consumer purchased a new device we have gone on ahead and reimbursed for the market value price of the device and should be receiving the reimbursement within the next 7 to 10 business days. This will also complete the warranty.

        4/9/2016 Delivery Issues | Read Complaint Details
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        Additional Notes

        Complaint: SquareTrade is refusing to honor my contract, refusing to communicate productively, & is attempting to coerce me into canceling my contract. 2014-11-10: Bought brand new Samsung Galaxy S5 from ****** for $506.985 (Order # ********************* 2014-11-11: Bought 2yr Protection Plan + Accidental Damage from Handling (Plan ID # 011059605122) directly from SquareTrade's website & submitted ****** receipt for approval. 2014-11-11 10:55am: Rec'd email from ST acknowledging receipt & acceptance of ****** receipt. 2016-03-10: Dropped phone & cracked screen. Filed claim with SquareTrade. 2016-03-10 1:35pm: ST emailed they're "looking into" claim. 2016-03-10 2:22pm: Rec'd email from rep ****** ********* (Employee # ****) stating "Warranties offered on our website are not eligible for sic item's purchased through ******". Told me they'd "closed the claim" and I needed to "cancel the plan", after which I'd receive only a prorated refund - no exceptions. 2016-03-10 9:56pm: I replied that I would not cancel & demanded they process claim based on following points: 1. Claim is valid per contract. 2. Payment accepted; eligibility approved. 3. No prior notification of any problems. 4. Acceptance & verification of ****** receipt. Said if they wouldn't process the claim, to cite the "specific section(s) and language of the PROTECTION PLAN TERMS & CONDITIONS" supporting denial. 2013-03-11 11:59am: ** replied: "SquareTrade Plans offered directly on SquareTrade's website were never offered for item purchased through ******" & asked me to "kindly reply back to this email with an authorization for us to cancel the Plan". 2013-03-11 7:44pm: I replied that I wouldn't cancel & forbid them to do so on my behalf. Outlined 2 additional points: 1. The fact that you would repeatedly ask ME to cancel the plan myself, when your own PROTECTION PLAN TERMS & CONDITIONS specifically gives you that right in circumstances where a plan was "inadvertently sold... on a product which was not intended to be covered" demonstrates your awareness that you have no legal right to do so because the plan is valid. 2. The fact that in your initial email to me (below), you stated that "After 30 days refund amount will be pro-rated for any reason at all" suggests that you had originally intended to provide only a pro-rated refund, rather than a full one, which would have been a violation of YOUR OWN terms if, in fact, the covered item had been ineligible. Also cautioned that continued refusal to process my claim or at least cite contractual language would mean "I may seek third-party assistance" & listed filing complaints with the ***, ** ***., and the BBB as 1st steps. 2013-03-11 7:57pm: ** replied that I'd purchased the "incorrect warranty" and claimed ST didn't know where the item was purchased because they hadn't received a receipt. He asked me a 3rd time to cancel the warranty, this time stating that I'd receive a full refund rather than the prorated one they'd originally offered. 2016-03-11 8:18pm: I replied that they'd received & approved the ****** receipt the same day the plan was purchased, clearly stated under my account details. Also reminded him he'd still failed to specify the relevant section and language of the PROTECTION PLAN TERMS & CONDITIONS" supporting denial & asked hiim to escalate the case to a supervisor. 2013-03-12 1:17pm: ** replied "you had not contacted us to get the information about which type of warranty you would need to purchase" & refused to put me in touch with a supervisor, stating that I'd have to call on the phone to talk to one. 2013-03-12 2:25pm: I replied "We will maintain our communications via email so that there is a record of our correspondence. Again, please have a supervisor email me immediately". 2013-03-12 6:57pm: ** replied supervisors aren't available via email, only by phone. 2013-03-12 8:00pm: I replied requesting full names & contact info for both ****** and a supervisor. 2016-03-13 11:20am: ****** replied with his name & employee number, but refused to provide contact info for a supervisor. 2016-03-14: Filed complaint with BBB.

        Desired Settlement: While SquareTrade's conduct might suggest a possible conspiracy to commit fraud by wrongly denying claims, misleading customers into canceling valid contracts, and/or knowingly allowing consumers to purchase invalid plans, the only resolution I'm seeking from this agency at this time is to have my claim processed as originally requested.

        Business Response: We are sorry that the specialist had misinformed the consumer

        The consumer's plan is in fact valid. We have reached out to the specialist to retrain, to ensure this will not happen again. We will in contact with the consumer to continue the claim and for the Inconvenience we will be waiving your deductible.

        4/9/2016 Delivery Issues | Read Complaint Details
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        Additional Notes

        Complaint: Purchase SquareTrade from ********* for a LIAM GLIDER OTTOMAN SET ESPRESSO for $59.99. The Policy Plan is ************. Plan advertised is fraudulent. Purchase SquareTrade from ********* for a LIAM GLIDER OTTOMAN SET ESPRESSO for $59.99. The Policy Plan is ************. Plan advertised states it covers all mechanical/electrical failures that happen during normal use, such as button failure, depleted (non-replaceable) batteries, and non-responsive charging ports or audio jacks. If a protected item is damaged and it can be repaired, they cover 100% of the cost of parts and labor. If the item is irreparable, they will discuss options for replacing the item. I called to make a claim and was denied. I called again to make a claim and explained the product that is only 6 months old did not work. I.e. rocking chair whose mechanical non electrical device stopped working. Representative for company asked me to take it to ********* to have it repaired. Uh, thats like taking my TV to ******* asking them to repair it. ********* is a department store, not a furniture repair store.When I asked the representative if a repair shop was nearby me he said he did not know, but that I had to have the rocking chair repaired on my own. Not only is it an inconvenience to take a piece of furniture that weighs 100 lbs to a repair shop, but its almost pointless when the repair would cost more than the rocking chair itself. Which by the way the policy states it would pay 100% of the cost of repair and labor, but the Representative stated they would never pay more than what the chair costs. The SquareTrade policy is fraudulent and a farce. The whole point of purchasing extended warranty/insurance/repair or replacement service is to have the item covered repaired, replaced, etc. Not take it back to the store to have it fixed by the damn cashier.

        Desired Settlement: Pay out the claim for the value of the replacement item as advertised in your policy you sell customers.

        Business Response: We are sorry that the consumer had issues filing their claim.

        We are sorry that the representative misspoke and told the consumer to bring it back to the store to repair. Since this item is only 6 months old the consumer is still covered within the manufacturer's warranty. We do recommend that the consumer gets in contact with the manufacturer to discuss repair options as it will not affects their warranty amount. When the consumer does file a claim during the extended warranty time period we will cover the expenses of parts and labor or a replacement up to the coverage amount.

        Once again we apologize for the wrong information given.

        Consumer Response: Better Business Bureau:

        I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I went to the store, Toys R Us, and was issued a full refund for the product and the policy with SquareTrade.

        Sincerely,

        **** *******

        4/9/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: company will not honor Smartphone warranty purchased from ****** retailer for smartphone purchased from carrier retail location. company will not honor Smartphone warranty purchased from ****** retailer for smartphone purchased from carrier retail location. Phone was purchased via retail installment transaction ID *********** on 11/30/2014 from ****** telephony *** L.P. retailer. for the total sum of $791.28 2 year Square trade Protection plan was purchased from ****** retailer Order# ******************* on 12/05/2014 for the total sum of $99. On 3/27/2016 I had filed a claim with square trade as my smartphone device became no longer usable after a carrier provided software phone update. Device would crash and restart multiple times within the hour. I purchased this warranty with the understanding that my device would be protected, repaired or replaced if something were to go wring with it. Square Trade no longer wishes to honor warranty claiming that the plan was purchased from ****** retailer and does not cover device. Looking at the product description, it does not state that the warranty will not cover devices purchased from retail. ************************** Speaking with a square trade representative on the phone, they offered to refund the purchase agreement only now after I filed a claim. I don't need a refund I need an honorable company that is going to do what they claim to offer.

        Desired Settlement: I wish for square trade to honor their part of the product warranty. If they are to not honor their end of the warranty, at least change the product listed on retailer ****** to state that it will be void for items purchased from retail location.

        Consumer Response:

        Better Business Bureau:

         

        everything looks the same as when I submitted.  Not sure of what my part is here by accepting, nothing has changed.

        I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

        Sincerely,

        ****** *********

        4/9/2016 Delivery Issues | Read Complaint Details
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        Additional Notes

        Complaint: Squaretrade void my warranty policy after holding my money paid for it for almost 3 years. I purchased my blu-ray player back in 12/24/2012. During insurance buying process back in 2012 there were no mentioning on a SquareTrade site that you can't purchase police for refurbished item (they add it lately, indeed now you can see such disclaimer while purchasing insurance). I purchased 3 year insurance policy Care Plan ID: XXXXXXXXXXXX. Couple weeks ago I filed a claim with SquareTrade regarding this player, they denied it siting their policy that I could not purchase a policy for refurbished item. I told them that there were no mentioning during purchasing policy that it could not be refurbished back on 2012, in addition they did accept my payment and held it for 3 years that making them in acceptance of my offer for covering for my refurbished blu-ray player (basics of contract law). When I asked if they planed to reimburse me the cost of this policy when it will lapse, they told me NO, they would just keep the money. Basically what they do they just hold people money in hope that they will never claim their policy but if they will, they just tell you sorry and Might return the cost of the policy (without interest for holding your money for years). IT IS FRAUD. And should be stopped. They should fulfill their duty under insurance policy or NOT accepting people money.Operation under assumption that consumer knows what its buying is a SCAM. Their actual policy is irrelevant. There has to be a conspicuous sign regarding such an important issue which was not back in 2012, plus they absolutely should not accept customers money for the policy they not planing to fulfill.

        Desired Settlement: I want them to fulfill their duty and reimburse me (or fix) my blu-ray player. Also I want them to guarantee to honor all policies I currently have, as I can't be sure if there is no policies for refurbished items. Vast majority of my current policies was purchase while they had no disclaimer in regards to refurbished items during the check out process.

        Business Response: Initial Business Response /* (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 30 days. The consumer's device was not originally purchased within this time frame resulting in the claim being denied. As a one time exception we will reimburse the consumer for his device, once it has been received to our facilities. Initial Consumer Rebuttal /* (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 offered. Unfortunately 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, ****** Final Business Response /* (4000, 9, 2016/01/20) */ The consumer was sent a confirmation email containing the shipping label to send his device. Our records indicate the device is in transit & expected to reach our facilities on 1/21/16. Once the device has been verified the check will be processed and the consumer will receive it in 7-10 business days.

        4/9/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Warranty for laptop Paid for a warranty for my laptop from square trade. When I had a problem I called square trade and was told to get a quate from a local pc repair shop. I got a list of items that needed replacement based on the laptop specs. I called square trade with the $465 or so Bill for repair. I was asked what items needed repair and the amount of each. I was placed on hold and then told everything was approved for replacement as long as the price doesn't go over the $514.99 price I had paid for the laptop. I was told to get it fixed for that price and email the final Bill to square trade. After a few days after sending the bill I was emailed back for square trade stating a check for $270 would be mail to me in 5days. I called and asked why they were not paying the amount they stated they would pay me for and was told they do not cover the power supply and Windows software. After. Talking with them on the phone I was told they will pay for the power supply but not the software and a 2nd check for $45. I was not happy and was told they would email a manager and they will get back to me. The next day I got an email stating I would get a check for $514.99 and fingered they were going to pay out the remaining amount and not $514.99 on top of the $270 and $45 checks. After 3 weeks I got a check for $270 and a week after a check for $45. But ever got anything after that. I was approved for $465ish in repair cost and only got $315 back.

        Desired Settlement: I would like the remaining $150 for the repair I was approved for by a square trade rep or the remaining amount of $200 for the warranty on the laptop.

        Business Response: We apologize for the issue the consumer experienced our records indicated the consumer's device needed the following: Replacement hard drive, windows reinstall, Microsoft & Samsung Charger replacement. Per Terms & Conditions, "We don't cover accessories or parts that are meant to be replaced by the buyer & "We don't cover software issues, including for computers, phones, and tablets". As an one-time exception we reimbursed the consumer for the accessory item but we will not be reimbursing for the software. We recommend the consumer review the terms & conditions so there is a clear understanding of the warranty.

        Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
        I was told that they would cover the software and send the bill to them after replacement. When I had it fixed and sent the Bill at that time they stated they will not cover it. Also got an email after I called stating I would get the full $514.99 back and after 3 weeks of not getting that back I called and was told I wouldn't be getting the full amount back. I can produce a copy of the email stating a the full refund. I feel they did not properly inform me of the terms and this cost me an extra $150 in repair cost that I found have installed for less myself.

        Business Response: The consumer is responsible for having a clear understanding of their purchase & by making the purchase of the warranty the consumer agrees to the Terms & Conditions. We will make an exception to reimburse for the full repair of amount but the $150 will be deducted from the remaining amount of the warranty. The consumer can expect to receive the reimbursement in 7-10 business days.

        Consumer Response: (The consumer indicated he/she ACCEPTED the response from the business.)

        Consumer Response: I have not gotten anything from the company and it has been over 10 days from the day they stated they would send a $150 check.

        Business Response: We apologize that the consumer has delays on receiving the reimbursement.

        We are currently re-sending you a check and you should be receiving it within the next 7 to 10 business days

        We apologize for the delay

        Consumer Response: Better Business Bureau:

        I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

        Sincerely,

        ******* ********

        4/9/2016 Billing/Collection Issues | Read Complaint Details
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        Additional Notes

        Complaint: Failure to provide warranty service as explained. I contacted Square Trade Warranty service after my iPhone 6 Plus was damaged. I was told that I would receive a replacement phone within 2 days, and that if they didn't have a replacement available, a replacement would be shipped from a Square Trade partner company. If the partner company also did not have a replacement available, the next model up (iPhone 6S Plus) would be shipped. Square trade and their partner did not have a replacement phone available to ship, but rather than ship the next model up, they sent me a payout which was less than what I paid for the phone. I called square trade back and spoke with ***** ***** about the issue. ***** spoke with his manager and said he received the approval from his manager to have the iPhone 6S Plus shipped. Again I did not receive a replacement phone. I called square trade again and Square trade said there wasn't any notes on the account reflecting this. I asked the Square trade representative to review the recording. The representative said they have recordings of all calls and square trade would review them. In a followup call with square trade, I was again told that the upgraded iPhone 6Plus could be shipped as a replacement.

        Desired Settlement: I would like square trade to review the phone call recordings from the first phone call and the phone call with ***** *****, and I would like the iPhone 6S Plus shipped as a replacement as I was told I would receive.

        Consumer Response: In previous correspondence with SquareTrade, SquareTrade Customer Support Management stated that all phone calls with them are recorded. In my original complaint, I asked that SquareTrade review the phone recordings of my correspondence with them to verify the facts. I received an email today from ***** *. at SquareTrade and Chris stated that he was unable to locate any phone call recordings related to my account.

        Business Response: As this in regard to a previous complaint below is the original response

        "We are sorry the consumer had issues with their device.

        As stated in out Terms and Conditions, "at Our discretion We will either:
        A. Repair Your Product, or;
        B. 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;
        C. Replace Your Product with a product of like, kind, quality and functionality."

        Nowhere in our contract does it state that we will provide an upgraded phone.
        We have approved the claim for the consumer to go to Apple and have Apple perform an outside of warranty repair. They would take the consumer's old phone, charge the consumer a flat fee and provide the consumer with a refurbished replacement. We would reimburse consumer for that service, minus the charge to file the claim. We also offered a full payout so the consumer can purchase a replacement phone. The amount that we would payout is the price it would cost to purchase a replacement phone of the same model that the consumer currently has. If we provide a full payout the warranty will be completed.

        We were unable to find any of the recorded calls and have requested from the consumer another phone number that perhaps he called from to help us in our search for those calls."

        Please respond to the original response.

        4/9/2016 Problems with Product/Service | Complaint Details Unavailable
        4/9/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Submitted claim and ALL paperwork as instructed by company before warranty expired, repair facility had unit during coverage, completed repair after. I purchased Dell Laptop (D1500S1) thru ********** *****, and purchased SquareTrade extended coverage the same time (#************). During the coverage period, I began to experience an intermittent problem with retrace lines coming across the screen. I was told by the rep at SquareTrade that I could take the unit into any local repair shop to have it repaired, and then send them the receipt for reimbursement. Again this was an intermittent problem that would come and go. When the intermittent problem became constant, I called gain to SquareTrade for instructions as to how to proceed. I was informed that since the ticket was "still opened" and that the unit was "still under warranty", that I could proceed to take the unit in for repair. Following the instruction given to me, I took the unit to ********* **** *****. While the unit was in the shop for repairs, the warranty period expired. The instructions provided to me NEVER said anything about the repair needing to be COMPLETED before the warranty period expired, only that I needed to start the process before the expiration period. My warranty period is/was from 12 Feb 2013 thru 12 Feb 2016. I took the unit I on 1 Feb 2016..11 days before the expiration of the warranty. The unit was returned to me on 24 Feb 2016. Somehow, I'm being punished/penalized for the amount of time it took for the repair to be completed. Once I had a receipt, I contacted the company and spoke with ****, per his instruction, I emailed a copy of the receipt on 26 Feb 2016. I called again on 9 March 2016 to get the status of the refund, and was informed that they were having trouble opening the jpeg file, and requested that I try to re-send, maybe from my iPhone, which I did at 1213 on 9 March 2016. Today,16 March 2016, I again called to check on the status of the reimbursement, and NOW being informed that since the repair was completed AFTER the warranty period that they cannot do anything for me! I find this to be entirely unfair since I followed ALL of the instructions that I was provided. NOT ONCE did anyone inform me that he repair must be completed BEFORE the warranty expires, just that I had to get the unit into a repair shop before the expiration time. I tried to resolve this with the customer service people, and am completely unsatisfied with their lack of ability to help resolve this. Please note that everyone that I spoke with were very patient and professional, no complaints there.

        Desired Settlement: Seeking reimbursement for repair of my Laptop. A consumer SHOULD NOT be penalized for a delay in the repair of a covered item. That is NOT in the consumer's hands.

        Business Response: We are sorry that the consumer had issues submitting their invoice.

        Under normal circumstances a claim is only open for 90 days and then is closed due to inactivity, because this did not happen and was messaged that your claim was still open we are making an exception to go ahead and complete the claim. The consumer should be receiving The reimbursement in a form of a check within the next 7 to 10 business days.

        4/7/2016 Delivery Issues
        4/7/2016 Problems with Product/Service
        4/7/2016 Billing/Collection Issues | Read Complaint Details
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        Additional Notes

        Complaint: 31 Days without a Computer I filed a claim on Jan 29 2016. They mailed the packaging a few days later. I immediately send it back (after driving an hour to the nearest FedEx) and wait. After two weeks, I call for an update. I'm told the part will arrive 26 days after I filed my claim. After 30 Days, I call to get an update to be told it was back ordered and will take another day or two to get in. So after 31 days since I filed the claim I still do not have my computer back.

        Desired Settlement: I would like to buy a new computer. I'm hesitant to use a computer repaired by a company that takes this long to fix anything.

        Business Response: Initial Business Response /* (1000, 6, 2016/03/10) */ We apologize for the issue the consumer experienced with their device. The consumer's device has been sent to the repair center and for the inconvenience they experienced we have issued a refund of the warranty. Initial Consumer Rebuttal /* (3000, 8, 2016/03/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) They are refunding me the warranty cost. I received my laptop back 35 days after I filed my claim. However, my laptop no longer charged and had to be sent back to the repair center. They are attempting to repair it again. Today is 42 days since I filed my claim. It's ridiculous that it takes this long for something to be repaired correctly. I don't understand how it was not discovered that the laptop does not charge when it was sent back to me. Also note, I am an online student in college and have had to go to the community library everyday to keep up with school while my laptop was being repaired. I still just want to purchase a new laptop. Final Business Response /* (4000, 10, 2016/03/22) */ We are sorry the consumer had issues with their repaired device. The unit has been repaired and is in route to the consumer. Estimated delivery date, as per tracking number is 3/22. If the consumer has further issues with the device we will consider a payout. Final Consumer Response /* (4200, 12, 2016/03/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) After being told my laptop needed to be returned for them to complete an audit, in which case if the issues I had were valid I would be reimbursed, they decided to fix the error instead. It was my fault for taking anything verbally said to me to be true. It took 9 business days for them to return the laptop after it was fixed the second time, leading the total to be 54 days without my laptop. To my surprise, when I received my laptop back, I had the exact same issue. Per an email on 3/22 from ***** C "If your device is still not working then we would consider a reimbursement of the device." I do not want them to consider a reimbursement, I want them to actually issue the reimbursement. I have spent far too much time waiting for the laptop. Also considering the number of hours I have had to spend waiting/speaking to/getting updates, I want my transactions with SquareTrade to be completed with a reimbursement.

        4/7/2016 Problems with Product/Service
        4/7/2016 Problems with Product/Service
        4/7/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Cell phone did not keep a charge company did not exchange cell phone for a new one I file a report with representative for an exchange for a new phone had to pay an extra $75.00 to receive phone which was ok but did not have money at the time to purchase but before coming to that conclusion the representative said they could not find me in there system to report the claim the independent cell phone dealer had to call and file claim for me Squaretrade was given the same information from independent dealer as I did in other attempts I finally had money for exchange but again they could never give me a new phone because they claim they could not find me in the system as well as being put on hold for Long periods of time and hung up on more than once

        Desired Settlement: Refund monies from warranty

        Business Response: Initial Business Response /* (1000, 5, 2016/03/07) */ We apologize for the issue the consumer experienced with their device. We can refund the warranty purchase or move forward with filing a claim but, we are unable to find an account using the information provided. When the consumer contacted the claims department in May 2015 we were unable to locate the consumer's account and requested proof of warranty purchase and item purchase but the consumer never sent it in. We still require the same information to move forward with refunding or filing a claim. Initial Consumer Rebuttal /* (3000, 7, 2016/03/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept their response because I do have a receipt for my warranty and the cell phone dealer personally call this company and verified that the warranty was legit and once that happen Squaretrade agreed over the phone to honor the contract but I didn't have the funds available to purchase another phone at the time. Squaretrade needs to give us a fax number so my cell phone dealer can send the receipt. Final Business Response /* (4000, 15, 2016/04/04) */ We are sorry the consumer had issues with their warranty.We have received the receipt and we are in contact with the consumer to confirm their account. Final Consumer Response /* (4200, 17, 2016/04/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I e mail my receipt to Squaretrade and I want a refund

        4/7/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: On 3/5/2015, we bought a Wifi unit with a 2 year warranty. And up until 1/31/2016,it was working fine.Then we get a call from our solar company that we were off line,I disconnected the wifi.And put them directly into the computer = now working.We were told on 2/5/16 to call this company and give them 2 sets of numbers,and we'd get a mastercard debit card of the amount paid $50.00 ?.Now I'm being told that we have to send in the unit and receipt to be determined if it can be fixed ? / replaced ?.It has already been replaced by another brand (netgear-to-Linksys).The numbers I tried to enter,I couldn't proceed here.Being told they're a SSN #. NOT.This is a warranty purchase issue,company refusing to honor contract that we were told of when purchased. Product_Or_Service: Wifi Router Account_Number: XXXXXX

        Desired Settlement: DesiredSettlementID: Other (requires explanation) To get the refund we were told of,for the amount stated-$50.00 ?.without any further delay,this is fraud / theft by Square trades' doing.Refusing to pay us what we have coming.

        Business Response: Initial Business Response /* (4000, 8, 2016/02/18) */ As stated by the consumer we are in the process of resolving this complaint. Initial Consumer Rebuttal /* (4200, 10, 2016/02/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) To date I still haven't heard a word from them, NOR the shipping label in the mail with the money owed. Final Business Response /* (4000, 13, 2016/03/06) */ On 2/18/16 the consumer's claim was processed for payout and the payout is processed once we receive the device. We emailed the consumer the shipping label & included instructions on how to return the device for payout. The email has been resent to the consumer Final Consumer Response /* (4200, 15, 2016/03/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I sstill have the device,they haven't sent me the shipping label yet.To date = NO SHOW, they're just dragging their feet in paying me,what they owe me.Lying to you that they sent it,when they haven't.

        4/7/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: I bought a squaretrade warranty around July 2014. My phone broke and my claim was approved. No refund issued with receipt from Apple Store. January 3, 2016 my phone broke so I filed a claim with Squaretrade. My claim was approved and I went to the Apple Store where Squaretrade told me to go to. I emailed the receipt over 3 times so far and no refund. I have called 4 times about the issue and Squaretrade is stating there has been some sort of mix up and a manager will call me in 24-48 hours. It has been 2 weeks plus and no call.

        Desired Settlement: Refund for the repair/replacement of the phone that was done at Squaretrade authorized business.

        Business Response: Initial Business Response /* (1000, 6, 2016/02/18) */ We apologize for the issue the consumer experienced with their device. Accounting has been contacted to verify if the check was cashed. Once confirmed the check will be voided & re-issued. Initial Consumer Rebuttal /* (3000, 8, 2016/02/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) There was never a check sent, how can it be cashed?? I will wait paitently to see if a check will be sent. Final Business Response /* (4000, 18, 2016/03/14) */ We have contacted the customer & confirmed the check has been received. At this time the complaint is resolved. Final Consumer Response /* (4200, 20, 2016/03/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) There has been no check received for the claim at hand. I have not been in contact with SquareTrade since filing dispute with BBB. And I have received no email from Squaretrade about the issue.

        4/7/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: On September 7th I purchased a DJI Phantom 3 Quad-copter Advanced bundle throughAmazon that cost $1299.99. (The drone itself retails for $999.) At checkout a box popped upsuggesting a protection plan from Smartguard. I wanted to find out more about theSmartguard protection plan so I called them directly. They informed me that they are nolonger covering drones. At that point, I called Amazon to ask if they had any othersuggestions. The agent suggested I contact SquareTrade. I phoned your company to find outthe details about the coverage offered. I called 2 times on September 7th and once again onthe 22nd of September. The agents said that you do cover drones. I inquired about the detailsof the protection specifically asking how the coverage works. I was told that over the 3 yearperiod there are unlimited repairs, and the repairs would be completed in 5 days or you wouldreceive a credit for a new item. I also asked them if they covered a drone fly away condition(meaning that the drone flies off and you are unable to retrieve it.) They said that this iscovered since it is considered a malfunction of the product. The agents also said that I shouldnot worry because the process would be simple. Since then the process has been far fromsimple.Unfortunately, on October 24th I was flying the quad-copter over a forest when the dronemalfunctioned and lost contact with the controller. I have since not been able to retrieve thedrone. I called SquareTrade to file a claim, but the claim representative said, 'We do not covera fly away condition. We can only cover the item if you have it in your possession.' I told themthat this was not what I was told when I called them earlier. It was at that point I asked tospeak to a manager. A manager named ****** got on the phone, and I explained what wasgoing on. He told me that he would look into it, and he would retrieve the call records so wecould listen to them together. He said that he would get back to me within 48 hours. Not onlydid he not call back, but he did not respond to my emails either. I even provided ****** withscreen shots of my cell phone bill so he had dates and times of my calls to SquareTrade. Aweek or so later I spoke to ******, and he told me that he could not locate the call records. Over the past few weeks, I have spoken to a bunch of representatives including requestingagents in the United States so nothing got lost in translation. I explained that I bought $1250worth of protection, and that SquareTrade was not meeting the terms as they were explainedto me. At one point one of your agents even told me that you do not even cover drones. Ihave made multiple phone calls to SquareTrade, and I have been told that I would be calledback numerous times, and I have spent literally hours on hold. It is my view that there is a tobe a complete disconnect in your company with the understanding of the terms of your plans,and it seems not following through with customer promises is commonplace.Incidentally, I still have part of the drone in my possession. Just not all of it. I have thecontroller which retails for $590. I was told by one of your agents over the multiple phonecalls in the past few weeks that if pieces of the drone were missing or broken off that the itemwould still be covered. It is my position that I still have a integral part of the drone. The agentdid not specify what percentage nor what parts constituted enough to qualify for replacement.I spoke to ******** on September 12th. He told me that he would retrieve the call recordingsfor the 7th and the 22nd. Somehow he was able to locate 2 of the the ?missing? call recordsthat ****** was unable to find. However the voice recordings he emailed me are corrupt,and I have been unable to listen to them. ******** also said he was not able to locate the callfor the 22nd . I find it very suspect that the call from the 22nd cannot be located since that callwas well documented by me since I was calling back to clarify your plan details.All of the promises SquareTrade has made to me have been broken. I am at a loss as to whatto do. I believe that I did my due diligence researching your protection plan. Your agentsmisrepresented your protection plan. I am now without a $999 drone that I expected to becovered by SquareTrade, and I apparently have also wasted money on your protection plan.

        Desired Settlement: DesiredSettlementID: Other (requires explanation) I would rather not involve the Better Business Bureau or take legal action, but I am beingforced into that position. I am asking for your assistance with resolving this issue. I amhoping and expecting that you will replace the Phantom 3 Professional Quad-copter andstand by the agreement as it was explained to me on September 7th and 22nd.

        Business Response: Initial Business Response /* (1000, 5, 2016/01/08) */ We apologize for the issue the consumer experienced with their device. Per the Terms & Conditions we do not cover lost, stolen, or irretrievable items. The consumer has been refunded in full for the warranty price. Initial Consumer Rebuttal /* (3000, 12, 2016/03/01) */ Final Business Response /* (4000, 14, 2016/03/06) */ The consumer agreed to the Terms and Conditions when the warranty was purchased. The Terms and Conditions state we do not cover lost and stolen items. We also reserve the right to cancel a warranty if our terms are not met. We initiated a refund and cancelled the warranty due to the consumer confirming the device was lost(irretrievable). We have contacted the reseller and confirmed that the consumer requested to not be refunded. Refusal of the refund per the consumer does not reinstate the warranty. The consumer's warranty still remains cancelled. At any time the consumer can accept the refund from the reseller. Final Consumer Response /* (4200, 16, 2016/03/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) As stated numerous times, I called for clarification of your warranty on 2015.09.22 and spoke to Kathy. Her explanation of the warranty terms differ from yours. Ironically, you are unable to find the call record even after I provided you proof that the call took place, and even though you have repeatedly stated that you record all phone calls. I also have asked for clarification on how much of the drone you need back. I also have 3 years on the policy to look for the drone. Why you state that you have the right to cancel the warranty is rediculous. It is clear that you will do anything you can to not pay out on a warranty claim. Your company is nightmare to work with. Your company clearly does not value your customers nor does your company put your customers first.

        4/6/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: I had my laptop fixed through the warranty service. I was told i would be reimbursed. I have emailed the receipt and no response ON XX-XX-XXXX i got my laptop fixed at staples being told by square trade i would be reimbursed no problem as it was under warranty. I have called them repeatedly and emailed the receipt to about 4 different people , including the manager and received zero response. ** ********, *** , ***** , and ****** . They were all helpful on the phone but when it comes down to getting my refund they don't return emails and i have yet to hear a word about the refund. repair ref # ref:_00D306mMq._XXXXXs7ihv:ref ref:_00D306mMq._XXXXXs7ihv:ref those are the only two ref numbers i have that were sent to me by ****** and *****.

        Desired Settlement: I just want the 130$ back that i paid for the repair on my laptop that was covered under the warranty. Plain and simple.

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

        4/6/2016 Problems with Product/Service
        4/5/2016 Problems with Product/Service
        4/5/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: I had my printer fixed as authorized by Square Trade, but when I submitted the receipt, they refused to reimburse me. I purchased Brother Printer MFC9340 from Staples January 3, 2014 and paid $444.64, (using an American Express card) including a Square Trade two-year warranty. In November 2015, I started noticing minor smear and indentation on documents I printed. As the problem got worse, I sent a message to Square Trade December XX XXXX describing the problem. I was sent an approval (claim #XXXXXXXXXXX) to have a reputable company fix the printer after which I was to send them the receipt for reimbursement. I sent them the receipt but no response. I called them and the person I spoke to stated that the receipt was written by hand. Please note here that it was on the company's letterhead. I told him I had the part that was changed as evidence, and that I would ship it to them. He refused the offer but stated they would verify with the company, and they did. I called again to get an update and I was told they were going to get back with me between 24-48 hours. No one did. This went on for several days. The next time I called I spoke to some by name **** who told me he was going to get my issue resolved. He gave me a ticket #XXXXXXXXXX as a reference to this case and said he was going to speak with someone that was involved with the case. I never heard back from him. I called I called again the next day, it was the same story. Later that day, February X XXXX, he wrote to me to inform me that the claim was denied. The warranty agreement specifically states that my printer is covered "100% parts and labor, no deductibles." It added, "We've got you covered. You pay nothing."

        Desired Settlement: All I'm asking for is that Square Trade stands behind the warranty I subscribed to, and refund the $252.28 I paid to get my printer fixed.Thank you

        Business Response: Initial Business Response /* (1000, 5, 2016/02/17) */ We apologize for the issue the consumer experienced with their device. The printerhead was replaced by the repair shop. As stated in the warranty terms & conditions we do not cover buyer replaceable parts. For this specific make & model the printerhead is a replaceable part. As as one time exception we will reimburse the consumer for the repairs. The consumer can expect to receive a check for the repair amount within 7-10 business days. Initial Consumer Rebuttal /* (2000, 7, 2016/02/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) I do accept the offer to refund me the cost of repair ($522.28), though they did not state it. I am glad that they have decided to handle this manner in a more professional way than the experience I've had over the last several weeks. One point I must emphasize is that the warranty agreement I was given does not show any exclusivity to parts that were not be covered. It clearly states that my printer is covered "100% parts and labor, no deductibles." This was followed in smaller prints by, "We've got you covered. You pay nothing." I'm not sure what I'm missing here. Their fulfillment of this warranty will help me rebuild my confidence in them because their warranty offerings are carried by most of the stores I do business with. I'll be looking forward to the check within the next several days. Thank you. Final Business Response /* (4000, 16, 2016/04/01) */ We apologize for the delay. We have reached out to the consumer to confirm the reimbursement process and should be receiving it within the next 7-10 business days. Final Consumer Response /* (2000, 18, 2016/04/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) While I'm accepting this business' proposal to reimburse me, please do not close this case until I receive the reimbursement. Reason for my request is based on the previous unfulfilled promise they made on Wednesday, February 17, promising to reimburse me in 7-10 business days. It's been 48 days now and nothing has happened. I will make sure I contact you if this "promise" comes through. I am still baffled by the way this company has continued to represent itself so negatively. Thank you again for hanging in there with me.

        4/5/2016 Problems with Product/Service
        4/4/2016 Problems with Product/Service
        4/1/2016 Advertising/Sales Issues
        4/1/2016 Problems with Product/Service
        4/1/2016 Problems with Product/Service
        4/1/2016 Problems with Product/Service
        4/1/2016 Problems with Product/Service
        3/30/2016 Billing/Collection Issues
        3/30/2016 Problems with Product/Service
        3/29/2016 Problems with Product/Service
        3/29/2016 Billing/Collection Issues
        3/28/2016 Problems with Product/Service
        3/28/2016 Problems with Product/Service
        3/28/2016 Problems with Product/Service
        3/24/2016 Problems with Product/Service
        3/24/2016 Problems with Product/Service
        3/23/2016 Problems with Product/Service
        3/22/2016 Problems with Product/Service
        3/22/2016 Problems with Product/Service
        3/22/2016 Problems with Product/Service
        3/22/2016 Problems with Product/Service
        3/22/2016 Guarantee/Warranty Issues
        3/21/2016 Problems with Product/Service
        3/21/2016 Problems with Product/Service
        3/21/2016 Problems with Product/Service
        3/21/2016 Problems with Product/Service
        3/18/2016 Billing/Collection Issues
        3/17/2016 Billing/Collection Issues
        3/17/2016 Delivery Issues
        3/17/2016 Problems with Product/Service
        3/15/2016 Problems with Product/Service
        3/15/2016 Problems with Product/Service
        3/15/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Square Trade are not honoring their guarantee agreement. I purchased the laptop on December 2013, and payed for two years. I have had difficulty accessing my warranty. I had asked for a cash claim instead of shipping my laptop to them, but they refused unless providing pictures of the condition my laptop was in. I provided many pictures showing the poor condition my laptop was in. The laptop was in bad condition for shipping. I asked for the cash claim since I had proof of the laptop but they refused. I had one more month of the active warranty so I decided to ship my laptop to Square Trad since they couldn't get me a cash claim. I've been asking for the shipping boxes since 2014. By then, the laptop was already in poor condition. I called the company to deliver the shipping box to another address. They did not even attempt to try to deliver the shipping box to the changed address. I never received the box. Now the warranty is up and I am still left with a crippling laptop. Square trade was stringed me through the whole two years and did not honor their guarantee agreement that I pay for.

        Desired Settlement: I want Trade Square to honor their agreement. I want a cash refund of the laptop's original price. Or a new replacement laptop.

        Business Response: Initial Business Response /* (1000, 5, 2015/12/30) */ We apologize for the issue the consumer experienced with their device. The consumer has been contacted by phone and via email to resolve the complaint. We are currently awaiting a response to move forward. Initial Consumer Rebuttal /* (3000, 7, 2016/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) A representative had call me late December after seeing my complaint asking to call back to resolve the issue. I have called them more than 10 times, leaving voice messages and my mumber to call me back so the issue can be resolve but they have not call back or respond to my voice messages. Final Consumer Response /* (3000, 16, 2016/02/23) */ I haven't herd back from ******* about emailing me the new agreement we had discussed but I do see there is record of it on this website. The laptop will be shipped today. I will appreciate if I get a call telling me that Square Trade recieved the laptop and will mail me the check. Thsnk you. Final Business Response /* (4000, 18, 2016/03/02) */ Our records indicate the consumer's device was delivered on 2/29/16. It is currently being audited and the consumer's payout will be released within 1 business day. The consumer has been emailed this information.

        3/14/2016 Billing/Collection Issues | Read Complaint Details
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        Additional Notes

        Complaint: I sent my WORKING laptop in for a minor repair and when they decided they couldn't repair it, they didn't contact me. They just salvaged my computer. I started having an issue with my laptop in the summer of 2015. The laptop stopped recognizing the battery and could only work off of the adapter. For a desktop replacement laptop, this is a minor issue, but I had a warranty, so I decided to see about getting it repaired. I first tried a local repair shop, but they weren't having any luck, it went back and forth a few times with different solutions tried (including buying a replacement battery), before I decided to just give up and contact SquareTrade again about sending it in to their repair center. I set up a claim, eventually received a box (though what was sent was not exactly what I was supposed to receive), and I sent the laptop to them on Dec. 23, 2015. First, I never even got notice that it had been received, I had to check my FedEx tracking number. Then, I wasn't getting any word of anything period, so I called them. They sent a message to the depot and I finally got notice that the laptop had arrived, as well as a notice that parts had been ordered and that they estimated it would be delayed, but barring unforeseen circumstances, be repaired by Jan. 15, 2016. It also stated: "If we're unable to repair your item, WE'LL CONTACT YOU ABOUT NEXT STEPS FOR REPLACING IT." Jan. 15th came, went and I got no notice of what was happening, so I called again. There had been no updates noted in their system, so the rep sent an email for them to update me. I then get an email on Jan. 18, 2016. They'd decided that the laptop could not be repaired and so would be sending me a check. My laptop was working, though, but for a minor issue, so I immediately called and told them that I didn't want a check, I wanted my laptop back,as I sent it to them. I was told that that wasn't possible; that the best they could do was send me the hard drive, which was absurd, so I decided that I'd call back again the next day when the repair center was open. Called again, was told that the Resolution Team would be contacting me within 24 hours and that "Of course I could get my laptop back;that I'd be presented several options-to get my laptop back, to take the check, or to get an upgrade." So I waited for the Resolution Team to contact me and heard nothing, but that same night, I get an email that my check is being processed and will be sent to me. At this point, I'm wondering what the **** is going on. I was told someone would call me before anything happened and now I'm getting this message. So I call again the next day and I'm told that my laptop was salvaged. I'd said VERY SPECIFICALLY to NOT do anything to my laptop period, but especially not before I'd been contacted and they went ahead and salvaged my WORKING laptop anyway. I spoke to someone on the Resolution Team and they admitted that they'd screwed up, that they were supposed to contact me but made an assumption about what I'd want to happen and did something irreversible. Now they want to simply refund me the warranty and the cost of the laptop and call us even. But I bought that laptop on Black Friday. It's not possible for me to find another laptop with specs the same or better, especially a laptop with FOUR usb ports (which is a feature I specifically looked for), for less than $1000, which is well above what they're actually sending me. I'd still have to pay out an additional $3XX-XXX+ to get at least the same specs. Not to mention, I was told that I could be given the key code off of my laptop to reinstall and reactivate Windows 7, my desired operating system, but I haven't been given that either because who knows where my laptop actually is. And if I have to pay to reinstall Windows 7, that's another $100+. So far, SquareTrade has made one mistake after another and have not offered a satisfactory resolution for their massive screw up. I've had several Claim #'s appear on my emails, I'm not even sure which one is the right one: Claim #: ************ (First Claim # I was given) Claim #: XXXXXXXXXX Claim #: XXXXXXXXXXXX

        Desired Settlement: I want SquareTrade to FUND a laptop I find or FIND me an equivalent OR BETTER laptop, BRAND NEW, NOT refurbished or recertified or used or whatever. If YOU found me a replacement, because I don't trust you in the slightest at this point, because you've proven to be EXTREMELY untrustworthy, I would require verification that the laptop is brand new (i.e. sealed with receipt or order confirmation verifying NEW) and I would be given final approval of the laptop model found. I WAS told that one of the things that I'd be offered is an upgrade and after what you've put me through, I think I deserve one. I want and deserve a solution that doesn't involve me paying the price, literally, for your screw up. I want a laptop that has all of the same specs as mine, or better. 17.3" screen, 1TB hdd, optical drive (DVD-RW, CD-RW), FOUR usb ports (this is absolutely non-negotiable and before anyone tries to argue, I have confirmation straight from Dell, THE MANUFACTURER, based on the serial number that this laptop DID, in fact, have FOUR (4) usb ports), 2.5Ghz i5 3rd generation processor, 8gb DDR3 ram, 802.11bgn, VGA port, Windows 7 Home Premium (or the key code required to reinstall this as I was promised). I am open to all major brands except Acer or HP (unless the laptop is a really good option, like the HP Envy m7-n109dx, suggested by an employee at Best Buy). So Dell, Asus, Toshiba, Lenovo, MSI. I would also like a refund for the brand new battery and adapter that I JUST bought for the laptop, items that I now won't be getting back. The battery cost ~$60 and the adapter was $26 (I can provide a copy of receipt for both items).

        Business Response: Initial Business Response /* (1000, 6, 2016/02/02) */ We apologize for the issue the consumer experienced with their device. The consumer's claim is currently being handled by a resolution specialist. We are refunding the warranty, reimbursing the consumer for the salvaged unit and sending the consumer the hard drive of the unit. Initial Consumer Rebuttal /* (3000, 8, 2016/02/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I've already indicated to the business MANY TIMES that that is not an acceptable solution. They WILLFULLY and DELIBERATELY disregarded my wishes for what I wanted done with my WORKING unit, in need of only minor repair, and now are not providing with the means that actually replace my computer, that they, again, DELIBERATELY and PURPOSELY TOOK APART, completely contrary to my wishes. Wishes which I illustrated to them multiple times before the actual dismantling took place. Now I'm expected to either accept a lesser computer than what I had or to spend out approximately $500 more to get an equivalent computer AND to reinstall Windows 7. This is absolutely NOT an acceptable solution. Final Consumer Response /* (3000, 14, 2016/02/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Read your own contract again and tell me how, in completing disregarding my wishes for my computer, you met the Terms and Conditions of your Care Plan? I did not request a refund and I made it clear what my wishes were. You completely disregarded EVERYTHING I told you and willfully and deliberately DESTROYED my computer, AGAINST MY WISHES! This is absolutely NOT an acceptable solution. Final Business Response /* (4000, 16, 2016/03/01) */ At this time the consumer has filed a complaint with the Attorney General and it is currently being resolved with the legal department.

        3/14/2016 Problems with Product/Service
        3/14/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: SquareTrade is not honoring warranty purchase for Panasonic TV. Jan 4, 2016 - Filed Claim. Panasonic TV Picture distortion. Claim # XXXXXXXXXXXX. Jan 5, 2016 - Pictures were taken and sent by e-mail to Sam, Claim # XXXXXXXXXX. Jan 5, 2016 - Square Trade Team replied "issues beyond repair." Will look into replacing TV. Will receive e-mail within 2 days. Claim # XXXXXXXXXX. Jan 6, 2016 - Received e-mail offering Sony KDL50W800C. I responded to e-mail noting that it was not wall mountable and I would need this in a replacement. I did call to attention the Sony KDL55W800C was wall mountable and was still within the coverage amount. Claim # XXXXXXXXXX. Jan. 12, 2016- Due to lack of response to e-mail; and to check on progress I asked my son to call for me. My son spoke with Square Trade by phone about model LG 49UF7600. They went online together on Google and on Amazon verifying aspects of this model. My son chose to check in with me before confirming, and said he would call back. Jan. 12, 2016- Son Called back to okay LG 49UF7600, was told there was also a Sony listed but my son made clear he wanted the LG. He said we would get an e-mail next day with purchasing info, then another e-mail a couple of days later with the shipping info. Jan. 14, 2016- I found e-mail on my computer dated Jan 12th stating a LG 49UF6700 model number. Nothing about it, just the number in large lettering. This e-mail was in response to the Sony e-mail dated back on Jan 6th. By now that we have moved on, I immediately responded that "Our agreement was for "LG ELECTRONICS 49UF7600" I sent this e-mail twice since they seemed to be having a problem getting some of my correspondence. Jan 14, 2016- I asked son to call and verify TV being sent. Told he would receive call back Jan 15th to verify. Jan 15, 2016- Son received call back- Wrong TV was ordered and was going to be sent. We tried to correct this. Told we could not. I am a cancer patient, undergoing surgery during all of this, so I have not been able to speak for myself at all times, but I have been present to phone conversation by speakerphone and by computer, e-mail, and on the phone at times. Square trade has not been well represented by their people. They have lied, bait and switch, changed their warranty coverage even. I have photo copies of when the policy was taken out and now that a claim is filed it has somehow become less. Audio of calls with them have been tampered with. Copies requested were very distorted and were clearly not able to be listened to. They claimed I confirmed through e-mail their selection; when I asked for a copy to be sent, it was denied.

        Desired Settlement: I have tried to be very patient and work with SquareTrade representatives. My TV was a wall mount with 4 HDMI, 3 USB ports, 3D. They say they can't replace it with the same, but for some reason they want to replace it with a TV of far less. Max. Coverage I took out on my TV - $899.99. I feel a "reimbursement" should be in order since they cannot find a replacement TV.

        Business Response: Initial Business Response /* (1000, 5, 2016/02/02) */ We apologize for the issue the consumer experienced with their device. After reviewing the calls we have confirmed the consumer agreed to the replacement tv that was sent. Though the agreement for the replacement tv was finalized we are willing to provide an alternative resolution. We have contacted the consumer via email & by phone, at this time we are awaiting a response. Initial Consumer Rebuttal /* (3000, 7, 2016/02/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am at an unfair advantage in answering Squaretrade in their accusation that I agreed to the replacement TV. I requested to hear the audio where I agreed, but they said I would need a court summons. To the best of my knowledge I never agreed to the replacement TV. The TV I bought a protection plan for was a 3D Active Shutter, Wall-Mountable, 4 HDMI, 3 USB, Wi-Fi. The TV they are talking about replacing it with is NOT 3D Active Shutter, only 2 HDMI, 1 USB, and is NOT Wi-Fi. With that said; I do know they tape conversations, and if they listened, they know, my son and I both told them, we did not want THAT TV they claim they sent. I e-mailed them twice on January 14th, saying that TV would not work out. My son and I spoke to them on January 15th and told them it was the wrong TV they referred to in an e-mail they had sent. We thought they got the message because we heard nothing more from them until I talked to ******* on 02-03-16. She said it was delivered on January 19th. I am a Cancer patient, I was in surgery and no one was at my home to take delivery. When I talked with her 0n February 3rd, she was going to check on a few things and call me back the next day. I tried calling her a few times, can't get through. Squaretrade has not lived up to their agreement that was purchased February 27, 2013. I bought a protection plan for a Panasonic TV that started having problems on January 4, 2016. Squaretrade informed me January 5, 2016 that the issues were beyond repair. My Squaretrade protection plan does not say anything about replacement unless it's by the manufacturer. It states reimbursement is the alternative to repair. I feel at this time reimbursement is the answer. Final Business Response /* (4000, 9, 2016/02/26) */ We made an exception to approve the claim for payout for the tv. The consumer can expect to receive the payout check in 7-10 business days to the mailing address associated with the account. Final Consumer Response /* (2000, 11, 2016/03/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) After faking a call from their representative ******* on February 26th, then sending an e-mail informing me of their decision and asking me to sign and return an Affidavit a moment later; One minute later I received an e-mail claiming they had received my signed affidavit. I never signed and returned their affidavit, never had the chance to. This is one shady operation. Though I did finally receive the check as they promised in reimbursement.

        3/14/2016 Billing/Collection Issues | Read Complaint Details
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        Additional Notes

        Complaint: When I filed claim to have my phone repaired, Square trade cancelled the my insurance plan and was I unable to reach a manager regarding the issue. On 12/9/2015, I purchased an insurance plan with Squaretrade for my Samsung Galaxy Note 5 64gb. On 12/11/15, around 10am, I dropped my phone (in a case) in my kitchen. I tried to put my phone I my pocket and it fell out of my hand and landed face down. It looked as though the case protected the phone. The fall was roughly 3ft from the ground. The phone had a small crack in the top left corner of the LCD screen. It leaked a black fluid throughout the screen and the screen became unusable. At approximately 10:30a, I contacted Sqauretrade to file a claim. I was told that I had to wait a day to file the claim. The contract stated that my insurance started on 12/11/15, but I waited. During this time, I researched cell phone repair companies near me and was told that CPR repair was/is a certified cell phone repair company through Sqauretrade. I explained what happened to the phone and was given a repair price of $225.00. I did not repair it yet as I was awaiting authorization from Squaretrade. On 12/15/15 I called Sqauretrade to file a claim for my cell phone. The operator processed the claim and after I explained that I had contacted CPR cell phone repair and had obtained at price of $225 with a $160 deposit for ordering the part, the customer service representative instructed me to go ahead with a 3rd party repair (CPR cell phone repair). Because the Samsung Galaxy Note 5 64gb is a new phone, CPR did not have the part that needed to be replaced in stock and therefore, had to order the part, thus requiring a deposit of $160. I was told that it would be fine and all I would have to do is submit the receipt(s) for the repair. After hanging up with the Squaretrade representative, I contacted CPR cell phone repair and paid the $160 deposit. At approximately 6pm, I received and email from a Squaretrade representative informing me that my Squaretrade insurance contract had been cancelled. I called Squaretrade to resolve the issue and was told that because it was around the holidays, that a manager was not around. Furthermore, I was told that a manager would contact me regarding the issue. After several days of waiting and not receiving any communication I called Squaretrade again. I received the same information. For this reason, I waited a couple more days. I called again, but could not get a manager on the line and was told that I would receive a call from a manager. It has been more than a month and I have not received any form of communication from any of the representatives or managers at Squaretrade. On 1/21/16 I called 866.840.2196, which was listed on the BBB website to call before filing a complaint. I did not receive an answer. 20mins later I called again and still, no one answered. I am extremely disappointed with Squaretrade's customer support and in addition to this complaint, I will be posting my experience with Squaretrade throughout my social media.

        Desired Settlement: I would like square trade to honor the contract and pay for the repairs and reinstate the contract that I have had with Squaretrade.

        Business Response: Initial Business Response /* (1000, 5, 2016/01/28) */ We apologize for the issue the consumer experienced. Our records indicate the plan was purchased on 12/10/15 and the consumer's device was damaged on 12/11/15. Per the warranty contract there is a one day waiting period between the Protection Plan purchase date and the Coverage Start Date, during which if any issues occur,they are considered pre-existing conditions and render the item ineligible for coverage under this Protection Plan. If during the Waiting Period a pre-existing condition renders the item ineligible for coverage We will cancel the Protection Plan and provide a refund. The consumer's warranty has been cancelled and a full refund has been processed. Initial Consumer Rebuttal /* (3000, 7, 2016/02/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) The contract was purchased at 9am on 12/10/15. The incident took place after 10am and the claim was placed after 10am on 12/11/15. This is more than 24 hours (1 day) period of time and therefore, the phone should be covered. Furthermore, the contract that was emailed to me (which I'd be more than ***** to supply) stated that coverage began on 12/11/15, which would mean at 12am on 12/11/15, coverage for my device would begin and therefore, the claim should be honored. Final Consumer Response /* (3000, 13, 2016/02/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again, as I have stated, the contract stated a 1 day waiting period. One day being 24hrs, was satisfied in this situation. Additionally, the emailed contract states that the coverage of the device starts ON 12/11/15. There is no other way to twist this. Either way you see this Squaretrade did not want to pay for the coverage of this device and cancelled a covered item, even after the claim was approved and was in the process of being fulfilled. This is a horrible and disgraceful business practice. After the cost of the service plan ($69) and the cost of the deductible ($75), the difference that Squaretrade would have covered is approximately $75.00. The cost to fix the device was $225. It's very sad to see that a company like Squaretrade is 1) willing to lose a customer for that amount, 2) willing to break their contact, and lastly, 3) able to get away with doing this to their customers. Within the last 3 months, in addition to fixing my phone (the device that was covered under the Squaretrade contract), I have bought my wife a new phone and my brother in law, sister in law and my brother in law's girlfriend have purchased new phones. Each of them asked me about getting insurance for their phones and I was forced to tell them about the horrible experience I had with Squaretrade. I directed them to purchase a plan with their carrier as have I have already done. Final Business Response /* (4000, 15, 2016/03/02) */ The consumer has been contacted by a Resolution Specialist. Though the claim was denied due it being filed within the exclusionary period we are going to make an exception to reimburse the consumer for the repairs. At this point we are awaiting proof of insurance at the time of warranty purchase and repair invoice from the consumer.

        3/14/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Square Trade Inc failed to honor the 2 yr with ADH warranty on Toshiba laptop. Seeking reimbursement of Max coverage & Plan Price. My husband, ***** ********, and I purchased the Square Trade (ST) 2-year warranty w/ADH coverage on 6/29/14 for our son's new Toshiba college laptop; his college is over 2-hrs drive from our home. Our son has learning disabilities & requires the laptop loaded with special academic software & accessories in order to attend college. ST Care Plan ID XXXXXXXXXXXX. Coverage Amt. is $1499 & Care Plan price $233.99. The laptop broke fall 2015 & claim #XXXXXXXXXX was filed & approved by ST on 11/23/15. The laptop was FedEx'd to ST using the ST shipping *** on 12/22/15 when our son came home. FedEx delivered laptop to ST on 12/24/15. ST did not confirm receipt & did not send status reports. On 1/4/16, ***** called ST & ST employee, **** promised to email repair center for a status report and email back within 12 hrs; no email received from ST. On 1/5/16 at 9:30 PM EST, ***** spoke w/***** at ST who promised to email the repair center for a status report & email back within 12 hours; no email received from ST. On 1/6/16, ***** called ST, spoke w/***** at 6:30 PM EST who stated ST would refund warranty cost ($233.99) for our inconvenience & also refund cost of the computer ($1499) if they couldn't figure out the status by COB. The promise was consistent with the ST warranty terms: "Once we receive your item, we'll pay your claim within 3-5 business days." On 1/6/16 at 6:42 PM EST ***** received ST email stating laptop arrived at repair center & would take 2-5 days to repair & ship & we'd receive it 2 days later. On 1/7/16 at 9:13 AM ***** received a generic ST email stating the repair would be delayed until 1/17/16. ***** called & explained to ***** at 2 PM EST this was not acceptable because our son needed to take functioning laptop to college now; ***** promised to email/call with a more specific status by the end of the day; none rec'd. On 1/8/16 at 3:50 PM I called ST & spoke w/***** who noted that ***** had requested approval on 1/6/16 from supervisor ***** for the cost of the laptop. She stated ***** would phone ***** within 15 minutes but he didn't. On 1/11/16 at 4:45 PM EST I called ST & spoke w/***** who promised ***** would call back within 15 minutes; he did not. As per the BBB website I called the ST complaint line at XXX-XXX-XXXX from 5:13 PM to 5:25 PM EST & each time the line rang about 25 times, then a recording stated: "The party is not answering. Goodbye!" and call was disconnected w/o vmail option. At 5:52 PM EST on 1/11/16 ***** called to report a ST check was mailed on 1/6/16 to reimburse us for the Care Plan cost of $233.99 & it should arrive within 7-10 business days. I reported no check had been received to date and asked about the reimbursement check for the laptop. ***** could not locate laptop status in ST online system & asked me to hold while he asked his supervisor to join the call. After a brief delay, he came back on the line, reported he could not find the supervisor, but promised the supervisor would call me back within 15 minutes. I reiterated that we must be reimbursed the cost of the laptop today so that we can immediately purchase a new laptop for our son and get it to him at college by tomorrow. Over 2 hours have passed * ST has not made any contact with us.

        Desired Settlement: In addition to the Care Plan reimbursement check of $233.99 that Square Trade states they mailed to us on 1/6/16 we are requesting Square Trade reimburse the cost of the laptop (coverage = $1499) today via credit card today (1/11/16) so that we can purchase a new laptop today for our son to use at college this week.

        Business Response: Initial Business Response /* (1000, 5, 2016/01/20) */ We apologize for the issue the consumer experienced with their device. The consumer's claim has been pushed to payout. The consumer can expect to receive a reimbursement for the warranty refund & for the laptop. Initial Consumer Rebuttal /* (3000, 12, 2016/02/22) */ Please excuse my lack of response to your BBB deadline of 2/8/16; personal health issues prevented my timely follow up. As of 2/19/16, Square Trade has not issued a check to reimburse us for the cost of the laptop ($1499) based on their staff's ********* ***) promise to do so on 1/15/16. Each time we call Square Trade, a staff person promises to track down the status of the check and call us back within 24-48 hours. However, no one from Square Trade calls back. Please reopen this BBB case and ask Square Trade to issue a check for $1499 to reimburse us for the laptop. Thank you. Final Business Response /* (4000, 14, 2016/03/02) */ The consumer has been contacted by a Resolution Specialist and it has been confirmed that the check was received on 3/1/2016.

        3/14/2016 Problems with Product/Service
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        3/11/2016 Problems with Product/Service
        3/11/2016 Problems with Product/Service
        3/11/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Despite nearly a dozen calls to Square Trade, they are unable to correctly handle a shipment for a device under an active warranty I have an active warranty for a laptop. For nearly a month, I have requested an accurate shipping label sent to my address so I can send my device out for a repair. Square Trade previously sent a label to an incorrect address in ******* and then sent me a label with incorrect customer information which would have resulted in my device being shipped to and address and city that does not exist in CT. I have made nearly a dozen requests, have been promised supervisor call backs, been place on hold awaiting a supervisor (one hold for over 40 minutes). I have also escalated through their social media site, was asked to submit an appeal via email and that too has gone unanswered. Square Trade has been very consistent at failing at all levels of customer experience. The original contact to Square Trade occurred on 12/28/15 and remains unresolved. My case # for my Toshiba Laptop is XXXXXXXXXXXX. Of the rep names I have captured: ******************************* (all calls were handled by an off-shore center). The laptop was purchased at Staples on 2/13/14 and a $99 2-year protection plan was also purchased.

        Desired Settlement: I am requesting Square Trade make good on this claim. I am requesting delivery of an ACCURATE shipping label so my repair can be completed. Further, since Square Trade has not been able to complete the simplest of requests for me, I am apprehensive that the repair will be sound; therefore, I am asking Square Trade extend my current warranty for an additional 12-months since by the time my repair is completed and the item is shipped back, my current purchased warranty will have expired.

        Business Response: Initial Business Response /* (1000, 5, 2016/02/02) */ We apologize for the issue the consumer experienced. Our records indicate this issue has been resolved with a resolution specialist. We have sent an overnight shipping *** to the consumer. Initial Consumer Rebuttal /* (3000, 12, 2016/02/19) */ Squaretrade is THE most INCOMPETENT company to deal with. After two months of attempting to receive a box and accurate shipping label to get an insured laptop shipped out and fixed, Squaretrade STILL shipped the equipment to the wrong address in a different state! They cannot resolve the issue over the phone and they refuse to put a manager on the phone during a 3-way call with Fed Ex. Please re-open this complaint!!!!! This is NOT resolved Final Business Response /* (4000, 14, 2016/02/24) */ Our records indicate the device was returned to the consumer on 2/22/XXXX XX:XX am. Final Consumer Response /* (4200, 16, 2016/02/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business reply to this complaint is a perfect example of the SquareTrade's cultural disregard to creating a positive customer experience. Did SquareTrade take any accountability for failing numerous times throughout each customer touch point? No? Did they acknowledge that even after dozens of calls and false re-assurances that my laptop was STILL shipped to the wrong address in the wrong state? No. Did they acknowledge they took OVER TWO MONTHS to actually get it right? No. Did they even address ANY of the experience issues or offer any kind of warranty compensation as a result of their repeated failures? No. There's no "proposed resolution" from SquareTrade. I expected nothing less from this farce of a company.

        3/10/2016 Problems with Product/Service
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        3/7/2016 Billing/Collection Issues | Read Complaint Details
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        Additional Notes

        Complaint: Insurance taken w/ SquareTrade. Paid. 7 months after, an incident has happen. A claim has been filled. They have been trying not to honor it. I own a quad-copter which takes pictures and makes video. After reading in several forums, I have learned that SquareTrade would insure this type equipment. I have called them to ask and got the confirmation they did. As speaking was not good enough for me, I asked them to send me an email stating that, which they have. A couple of days later, I took the insurance following their instructions. The Contract was done on June, 5th 2015 for a 3 year period. An Accidental Damage Handling coverage (ADH) was added on top, to guarantee total coverage against anything, from water spills to self damage. Total price paid was $229,99 (all inclusive). The Contract could only been done if the equipment was purchase within 30 days, which was ok. Everything was accordingly, and a copy of the receipt was sent to them at the time, as requested. Everything was checked and confirmed. The Contract was validated and I had my equipment insured, like many other users. Seven months after, as I am traveling through Europe and where I am still at the moment, an incident has happen and I have crashed my equipment. I have immediately called SquareTrade to find out how to proceed. I was told as I was abroad, to take my equipment to a local repair store and get it repaired there. After that, to sent them the invoice that they would pay for everything. I have filled a claim online and took the equipment to repair. As the equipment fallen from a very high altitude going against a building and making its way down very violently, I did not have many hopes in a possible repair. Yet, the equipment was sent to the repair store. Later, I was informed by the store Manager that the equipment was severely damaged and that the whole unit was beyond economical repair. As told by SquareTrade, I have requested a repair assessment of the equipment and to be written in plain English, so it could be forwarded to the insurance company. Along with the claim, I have forwarded them the repair assessment and once more, copy of the receipt of the equipment, which had already been sent when I took the insurance. Everything was done accordingly as requested by them. SquareTrade told me it would take 2-3 days to get it sorted, and a week later, nothing. I have sent them an email to find out about the status of my claim, to which I have received no answer. Some days after, when I logged in online, I have found that my claim had been closed, stating that they could not honor it and how I would like to have my money reimbursed. In reply to their email I wrote that it was absurd and I would not accept it. I asked why that was happening... and later I was informed that they were no longer insuring my type of equipment. After learning that, I wrote them and forwarded copy of the PrintScreen of the email they have sent me (prior to have taken the insurance), where it reads that they do insure my equipment, along with copy of the Contract I have with them and where it also reads the type of equipment I own and its insured. I told them that nowhere in the Contract can be read that they do not insure that type of equipment. Even if they no longer do it now, they certainly did it at the time I took the insurance with them. The case went for verification and got reopened again. Another week by, and no word from them. I contacted them again only to find out that my claim had been closed, again. Feeling played around by them, I got a lawyer to call in and try to mediate things. After that my claim was immediately approved and they wrote to let me know that a check would be sent out in the next few days. A few days later, they sent me another email, closing the claim, again. They said they could not honor it because they no longer insure that type of equipment. After the lawyer called in again, they reopened the claim. Later they wrote me, that they would not honor it. Please, I need some help. I am abroad and do not know what else to do. Yours sincerely,

        Desired Settlement: I would like to have my claim honored. I would like an apology from SquareTrade for playing me around all that time and a compensation, if entitled to it.

        Business Response: Initial Business Response /* (1000, 9, 2016/03/01) */ We apologize for the issue the consumer experienced with their device at this time we no longer offer coverage on drone units & the consumer was informed of this however we will make an exception to payout the consumer. The check is being processed & the consumer will receive a confirmation when it has been sent. Initial Consumer Rebuttal /* (2000, 11, 2016/03/05) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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        3/1/2016 Problems with Product/Service
        3/1/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: I filed an accepted and approved claim and never received the claims check. I purchased some earphones and took out a squaretrade warranty. The earphones stopped working. I filed a claim through squaretrade which was accepted and approved. I was advised that the earphones could not be repaired therefore I would be receiving a check. I was notified that the check should be received within 5 days. Supposedly the check was issued on 1/12/16. I called on 1/20/15 after not receiving the check and was advised that it actually takes up to 10 days to receive the check. I waited the 10 days and called on 1/26/16 and was advised to give it a couple of more days that the check had been sent out. The representative told me the check had been sent out via FedEx. When I asked for the tracking number he could not produce it. I requested to speak with a supervisor and was advised that the check was sent out via the USPS. He also advised e to call back the next day. I called back on 1/27/16 and was advised that a new check had been issued but they would not provide me with the new check number. I was on the phone for an entire hour and still never received any resolution. I requested the name and phone number of the ceo of the company and the representative refused to give it to me.

        Desired Settlement: I would like the refund check sent out overnight.

        Business Response: Initial Business Response /* (1000, 5, 2016/02/05) */ We apologize for the issue the consumer experienced with their device. The check has been reissued & the customer should receive it by 2/8/2016. The consumer has been contacted & is aware of the resolution. Initial Consumer Rebuttal /* (3000, 7, 2016/02/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I still have not received the check. This is supposedly the second check they sent out that has not been received. I would like this check to be sent out overnight, signature required. Final Business Response /* (4000, 9, 2016/02/17) */ We have issued two checks to the consumer and they were not received. The consumer provided an alternative address & we resent the check. We are not able to overnight the check but it has been reissued & the consumer can expect to receive it within 7-10 business days.

        2/29/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Unfair business practices; atrocious customer service and deception. I opened a claim to have the glass repaired on my Samsung Galaxy Edge. I sent the phone on 1/19/16 via FedEx overnight. The company claims it was received on 1/21/16. I received an email that the phone would most likely be repaired the same day and returned to me or the next day at the latest. Neither occurred. When I called to complain on 1/23/16, the customer service rep was arrogant and basically told me I had no recourse and the phone would be returned on Tuesday. I just received a notice that the phone cannot be repaired. The phone worked perfectly when I sent it in for repair and I believe this is retaliatory in response to my earlier complaints.

        Desired Settlement: I opened a claim to have the galss replaced on my Samsung Galxy edn

        Business Response: Initial Business Response /* (1000, 5, 2016/02/02) */ We apologize for the issue the consumer experienced with their device. Our records indicate the consumer's device was beyond economical repair so we offered to payout the consumer for their device. Per our Terms & Conditions "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. The consumer requested a replacement device instead and we provided a replacement. Initial Consumer Rebuttal /* (3000, 7, 2016/02/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did receive a replacement phone eventually, 8 days later than promised and a different model than what I submitted. The company tried to pay me significantly less than the cost of the phone and they never indicated they had the option of not replacing the phone except in fine print in the original contract. All their emails promised great customer service, overnight return and none of that occurred. Their failure to acknowledge the multiple errors is disingenuous. I was told by one person they wouldn't repair it because it was an obsolete model. I was told by another they wouldn't replace it because it was too new of a model. No one knew what model phone I sent in! Final Business Response /* (4000, 9, 2016/02/16) */ We apologize for any discrepancies the consumer experienced. We have pulled all the calls between the consumer & claim specialists for review to ensure any training issues are addressed.

        2/29/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: I called to file a claim and noted fraudulent activity on my account. They informed me that they would investigate. I have never heard back from them. Earlier this month, I started having problems with my iPhone. I have a warranty through SquareTrade. In fact, I have at least 6 electronic items covered through them. Additionally, in August 2015, I filed a claim for my Apple Watch, which fell and broke. I had no problems with the claim at that time. When I started having problems with my iPhone, I attempted to log into my SquareTrade account to file a claim. I could not log in. I called and was told that my email address, which is also the login, was changed to an email address that was not mine. We changed it back to my email and I was able to log in. At that point, I saw that 2 fraudulent claims had been made - one on my Apple watch and one on my iPhone, made in November and December 2015. I also noticed that my iPhone warranty had been suspended. I called a representative immediately to inform them of the activity and to determine the status of my iPhone warranty. I was told that the iPhone warranty was suspended for non-payment. I realized that this was likely due to the fact that I had received new credit cards with the newer chip technology in the 4th quarter of 2015 and if, in fact, may account had been hacked and the email address changed - I obviously would not have been informed of this lack of payment since my email had been changed - likely during the fraudulent activity. At that point, I was told that this would need to be investigated and I would be contacted within 24 hours. I am a physician and I was on call at the time. I needed a viable cell phone and I informed them of this. I needed resolution. Also, I reminded them that I was one that informed them of the fraudulent activity. In retrospect, I would have been better off if I simply did not acknowledge this activity, brought my warranty account current, and filed a claim. I went for the remainder of that week (I originally called on a Tuesday morning) with no contact from them. I did call them each day (Wednesday through Friday) and spoke to no less than 6 individuals, all from the Claims department. Each time, I had to identify myself, telling the entire story from the beginning, only to subsequently be told that someone would contact me from the "Concern" department. I was never contacted. During one conversation. a representative told me that I would be contacted within 5 minutes. This did not occur. On the final call that Friday, I told the person, also from the Claims department, that I would not wait for someone to call me from the "Concern" department, rather I would stay on the line. He said he could not transfer me but would stay on the line until a person from the "Concern" department called me. Someone did call me. It was another Claims department representative who wanted me to start over. I asked for a supervisor. That person put me on hold and subsequently hung up on me. At that point, I simply went to purchase another phone, which cost me $949 + tax. At that point, I was so fed up that I was going to call it all a loss and regain my sanity. After two weeks, still with no phone call from them, I called again. I was directed to another Claims department person who told me that he could not discuss anything with me and that someone would call me. This was the exact same routine. I doubt that I will hear from them.

        Desired Settlement: I want the company to resolve the issue so that I can make a claim for my iPhone. Although, now at this point, I cannot get it repaired as I was forced to trade it in for a new phone through AT&T. I had to have a cellular phone to provide patient care. I would still be waiting if I did not replace my phone. I want the amount of the new phone refunded to me minus any deductible.

        Business Response: Initial Business Response /* (1000, 5, 2016/01/27) */ We apologize for the issue the consumer experienced with their device. At this time the consumer's case is being handled by the Assurance team. The consumer can expect to receive a follow-up concerning their case with 24-48 hrs. At that point we will also update the BBB response. Initial Consumer Rebuttal /* (3000, 7, 2016/01/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) According to the company, they would contact me within 24-48 hours from 01/27/2016. It has been 48 hours and they have not called me. Additionally, this is the exact same response that I have received from members of their claims department over the last month during several calls I made to the company. No one from the company has ever called me back. Shortly after I received the email from the BBB with the company's listed response of planning to contact me within 48 hr, I did receive two emails from SquareTrade. Each email was an Amazon Gift Card. Although this amount was clearly well below what I had requested for the value of my replacement phone and I was not sure why there were two cards with rather random values associated with them, I decided given the difficulty of dealing with this company, I would cut my losses, claim the gift cards and accept this "compromise." To my dismay, when I attempted to claim the gift cards through Amazon's website, both had been previously claimed. I can only presume that these were the gift card emails that were sent for the fraudulent claims and perhaps they were re-sending. I have no idea what to think at this point other than SquareTrade does not honor its claims that it will call its customers to resolve problems, nor do these seem to have any clue what is going on despite my calling them at least 6 times and describing my circumstance each time. I will not be dealing any further with this company unless they reimburse me the $971.27 less my deductible for the cost of my phone replacement. Final Business Response /* (4000, 9, 2016/02/15) */ The consumer stated someone changed their email address and filed two authorized claims on their account. In order to file the claims someone would have to know the login credentials to access the account. The consumer is responsible for making sure their login credentials are kept secure. The consumer's warranty was cancelled for non-payment so no claim was ever filed or approved for his device. The consumer replaced his device outside of the warranty terms. Squaretrade is not responsible for replacing the device outside of the warranty.

        2/29/2016 Problems with Product/Service
        2/29/2016 Advertising/Sales Issues
        2/29/2016 Problems with Product/Service
        2/29/2016 Problems with Product/Service
        2/25/2016 Problems with Product/Service
        2/25/2016 Problems with Product/Service
        2/23/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: failure by Square Trade to send check as promised On XX-XX-XX we purchased 1 ASUS MEMMO PAD TABLET from Amazon.We paid $264.99 plus $6.53 for a Square Trade Protection Plan for 2 years coverage in the amount of $99.99.This coverage began on 12/25/2013 and ended on 12/25/2015.The tablet became unusable and would not charge.We sent it back in November of 2015 via fed-ex claim #XXXXXXXXXXXX to Square Trade in Calexico Ca.We have copies of our original purchase and the fed ex return label. We also have a copy of an email from Square Trade Warranty Services dated 11/29/2015 stating "That the deductible payment was successfully charged". Reference #XXXXXXXXXX. We have called and were told the check was in the mail(we have not received a check to date).We have called and have been told 3 times now that they would call back later in the afternoon. We never received follow up calls on 3 separate occasions. We have emailed ****** (Square Trade Care Specialist) and have not received any follow up e-mail.Our claim number at Square Trade is #XXXXXXXXXXXX.We are wondering if this service, or lack of it is part of Square Trade's business plan.

        Desired Settlement: Please send a check for the amount of $99.99 as promised.

        Business Response: Initial Business Response /* (1000, 5, 2016/01/25) */ We apologize for the issue the consumer experienced with their device. The specialist handling the consumer's case unfortunately did not properly process the claim. The issue has been rectified and the consumer's check was processed 1/22/2016. The consumer has been contacted and is aware of the resolution. Initial Consumer Rebuttal /* (3000, 7, 2016/01/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) seeing is believing...squaretrade has assured us that"the check is in the mail" after we have called the company on FOUR separate occasions! we think that most people "give up" due to the hassle and stress of dealing with squaretrade. after reading about more than 800 other people's similar complaints, it appears to be a strategy that squaretrade routinely uses. ONLY AFTER we lodged our complaint with the better business bureau did we hear back from squaretrade (see above). due to the previously stated history, we do not trust this company's "words". when and IF we receive a check, we will recontact the BBB in order to update our complaint as resolved. thank you kindly. Final Business Response /* (4000, 9, 2016/02/10) */ We contacted the consumer & confirmed the check has been received. This complaint has been resolved.

        2/23/2016 Delivery Issues | Read Complaint Details
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        Additional Notes

        Complaint: After filing a claim and having the device repaired and paid for, squaretrade refused to reimburse me under contract and cancelled my plan not to pay. After submitting the receipt for reimbursement squaretrade didn't want to reimburse me after I already paid for the repairs from my rent money. Now I can't pay my rent. I submitted the receipt of payment. The problem started 01/11/2016. I paid for coverage and was covered up until it was time to reimburse me. The manager refused to identify himself and was very rude and cursed at me. I just want my reimbursement and damages..

        Desired Settlement: I want full reimbursement of paid repairs for items under coverage $416.00 I want sqauretrade to pay for full insurance coverage for both insurance plans, since I have no coverage due to cancelling my other policies and switching to disregarded, and pay for the other device that needs to be repaired also..

        Business Response: Initial Business Response /* (1000, 5, 2016/01/20) */ We apologize the consumer experienced issues with their device. The SquareTrade Assurance Team indicated that the consumer filed a claim on an item that had discrepancies with the information provided. Unfortunately, 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 warranty. The warranty has been cancelled and a full refund will be returned in 7-10 business days. Initial Consumer Rebuttal /* (3000, 7, 2016/01/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) These are poor business ethics. I provided authentic documentation to squaretrade each and every time. There 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 repair. What discrepancies??? SHOW AND PROVE. Squaretrade just does not want to keep their end of the deal.Accidents happen and are not preventable all of the time. I already had insurance with T-Mobile and now I have no insurance because I can't reactivate the same plan again. Final Business Response /* (4000, 9, 2016/02/10) */ Our records indicate on 1/11/2016 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.

        2/23/2016 Advertising/Sales Issues
        2/23/2016 Problems with Product/Service
        2/23/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: They are not standing behind their warranty and replacing my refrigerator. I filed a claim with square Trade about the refrigerator not keeping my items cold such as the basics like milk and that the freezer was starting to ice. The representative told me they were going to send out a tech and I would have a call in a couple of days. I got a call about a week later and the food in the fridge was still not very cold. I called square Trade to let them know the problem and they passed ** back off to the company they sent out saying it was their problem. My warranty was going to expire 09/30/2015 and I think they wanted it to expire and not have to replace the broken fridge and they did not send out sears to repair it they sent a horrible no name company and the fridge came from sears. I then called the company and they came back out and the tech re aligned the doors and did something to the seal and said that should work. Nope still the doors not even and still seeping air and now my fridge is even warmer barley holding any cold air. The tech came back out said he was going to reorder the door, needless to say here we are 4 months later fridge still not working no call from this no name company. I called square Trade and was told it is not their problem and the warranty expired. I told the representative on the phone that this whole thing started while my fridge was under warranty and that they should stand by my warranty. The tech told me that the item I had called in about had been repaired and closed and I told him no such thing took place. I asked for a manager and was told I would get a call back in 24 to 48 hours and still got no call back from a square trade manager and I need my fridge. I forgot to mention the representative from square Trade said he would call the repair company to have them call me and see where my 2nd door replacement was and to call me.

        Desired Settlement: I want the company to stand by their warranty and replace my fridge since it has been 4 MONTHS and my fridge was not repaired.

        Business Response: Initial Business Response /* (1000, 5, 2015/12/29) */ We apologize for the issue the consumer experienced with their appliance device. There was a delay to receive the second part needed for the repair. To resolve the claim we are paying the consumer out for their device. The consumer has been contacted and informed about the resolution. Initial Consumer Rebuttal /* (2000, 7, 2016/01/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Consumer Response /* (3000, 11, 2016/01/28) */ no follow up, no communication, and laptop has been out of my hands for almost a month now for repairs. I sent my sons laptop in for repairs and then had the same issue again, when he finally went on break from school I was able to send it in. I was told on the phone that it had to have the same issue 3 times to get a refund. I waited almost 2 weeks with no update before I decided to call. when I called the representative told me that it looks like the computer cannot be repaired and I should get an e-mail in about 24 hours with an update. I waited two days before I called back. I spoke to a representative explaining my issues and he asked if he could put me on hold. I sat on hold for about 15 minutes before he returned to say he has been on hold with the 3rd party repair company. I asked to get a call back since I was at work, he said yes took my number and never called back. I then called two days later and spoke to a representative and told him I was done and wanted a refund, I was transferred to a gentleman by the name of *** and was told he is the only *** there. I told him of my issues and at this point I wanted a refund and was just done and the lack of communication and no call backs was very frustrating. *** asked if he could call the 3rd party repair company, after a few minutes I said sure. He told me he would then call me back in 20 minutes. About 45 minutes later *** called back to say that he was unable to get a hold of anyone and would need to call them tomorrow and get back to me. This was 01/27/2016 I told *** that was unacceptable especially with all that I have already been through. I told him I wanted a refund and he said he was unable to do that, I asked to speak to his manager and he said hold on let me see if someone is here. when he picked back up the line he said he was the only supervisor. I asked him to put me in the escalation queue so someone could call me back he said he could not do that. The only offer he had for me was corporates number or wait until 02/03/16 and then the refund would happen automatically. I told him that was not acceptable. *** continued with that he could not assist me any further and could not have anyone call me back. I took corporates number and told him to have a nice day and ended the call. I am beyond frustrated with this company and feel like they want the warranty to run out so they don't have to replace or refund the product refund or replacement of laptop Final Business Response /* (4000, 13, 2016/02/10) */ This complaint is regarding an entirely different issue. The consumer will need to close this complaint & open a new complaint with Better Business Bureau.

        2/22/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: I sent my laptop for repair. Keep in mind that I paid for accidental insurance. I spilt wine in my keyboard. They lost my laptop for three weeks. I finally called them and had to wait on the phone for 45 minutes for them to find my laptop. They found it and asked their third party repair company to expedite the service. They did just that! When I got my laptop back, the keyboard battery doesn't charge or work! This is what I had replaced and it doesn't work! This is a waste of my time after wasting my time. Product_Or_Service: Insurance

        Desired Settlement: DesiredSettlementID: Other (requires explanation) Fix what I paid for and your promise. This is unacceptable!

        Business Response: Initial Business Response /* (1000, 5, 2016/01/15) */ We apologize the consumer is still experiencing issues with their device. Our records indicate the technicians did the following repairs: replaced broken hinges, keyboard & Palmrest/Touchpad. The computer's hard drive had a data corruption issue that required a reset. The operating system on your hard drive was reinstalled and is now in working order. If the consumer is still experiencing issue our claims specialist will be happy to assist with filing a claim to resolve any additional issues. Initial Consumer Rebuttal /* (2000, 7, 2016/01/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) As long as they don't lose my laptop this time or reset what I had to recover from the last reset. In addition, actually fix it this time. Final Consumer Response /* (3000, 12, 2016/01/21) */ The customer service is horrible! They threatened to hang up on me! First, I was in France and then Pakistan. I refuse to send them the detachable computer because they reset it last time. They say that it is because of a corruption, I'm an IT professional and there was no corruption. They reset it for the he** of it! I only want to send the keyboard to be replaced, but they refuse! They want the whole thing or nothing! Final Business Response /* (4000, 14, 2016/02/08) */ On 1/18/16 the consumer accepted our offer to move forward with the repair by sending in the laptop now refuses to provide the serial number for the unit or send in the entire unit to repair. Our repair center can't move forward with the repair without the full unit being sent. We gave the consumer the option to buy the keyboard or get it repaired locally but he refused both options. We have contacted the consumer to resolve this complaint but we have not received a response.

        2/22/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Laptop Repair under their Warranty on 11/16/2015 i sent my covered laptop in for repair. On 12/2/2015 i received an email stating the laptop is beyond repair and they would reimburse me for $2500 and i should receive the check in 10 days. Since then i have called them 12 times to find out the status of the check and i am not getting a straight answer. They are telling me that there is a glitch in the system and the ticket was marked as repaired and they need to fix that before the check goes out. Attached is the email i have received. Don't miss important emails from SquareTrade. Add ************@squaretrade.com to your address book. CLAIM NUMBER: XXXXXXXXXXXX Dear ******, Thanks so much for your patience. After a close inspection of your item, we've determined that a repair is not possible. A reimbursement of $2467.97 will be sent to you by check. Please allow 7-10 business days for checks and American Express Gift Cards to arrive. For all other payment types, allow 2-3 business days. Please note that your item will not be returned to you. If you have any questions or concerns about receiving these funds, call us at 1-877-WARRANTY (XXX-XXXX) anytime, 24/7. Sincerely, The SquareTrade Team

        Desired Settlement: I would like my laptop back in original and repaired condition, or i would like a reimbursement as promised.

        Business Response: Initial Business Response /* (1000, 5, 2016/01/21) */ We apologize for the issue the consumer experienced with their device. A system error caused the payout to not be processed. The error has been resolved and the consumer's check has been initiated. The consumer can expect to receive the check by the 29th. Initial Consumer Rebuttal /* (3000, 7, 2016/01/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have said the same in the past the check never comes. They need to send it out via fedex immediately , this issue has been going on since December 2 , 2015 same response. Final Business Response /* (4000, 9, 2016/02/08) */ The consumer has been contacted we are awaiting a response to confirm if the check has been received.

        2/22/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: This company is a hoax. They steal your money and offer a warranty that is already offered by the actual company where you purchased a product. I purchased a microphone system and bought the warranty from SquareTrade. Recently, the mics need repair. After repeated phone calls and never fulfilled promises to return a call - I found out through the original company I purchased the mics from (Shure) that SquareTrade is a hoax and they steal money. The Shure company offers a 2-year warranty for their product. Shure will fix my product for no fee. I requested a refund from SquareTrade, which they say they will get to me in 24hours. I want the public to be aware of this hoax and not fall for the same false sense of Warranty that I fell for.

        Desired Settlement: I just wanted to make the public aware of this awful company and terrible scam. This must be illegal?

        Business Response: Initial Business Response /* (1000, 5, 2016/01/21) */ We apologize for the issue the consumer experienced with their device. For the 1st year the consumer is referred to the manufacturer. Per the Terms & Conditions, "The Protection Plan is inclusive of any US manufacturer's warranty that may exist during the Coverage Term. It does not replace the manufacturer's warranty, but provides certain additional benefits during the term of the manufacturer's warranty." For example the manufacturer does not cover Accidental Damage from Handling but for this warranty we cover do. The consumer requested to cancel the warranty & it was processed 1/15/2016. The refund check should be received within 7-10 business days. Initial Consumer Rebuttal /* (3000, 7, 2016/01/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company was useless and I would advise any other consumer NOT to purchase their warranty. It does nothing to help insure a product. Final Business Response /* (4000, 9, 2016/02/08) */ The consumer requested a refund for the warranty. It has been processed and mailed to the consumer. The consumer has been contacted to confirm receipt of the refund check.

        2/18/2016 Delivery Issues | Read Complaint Details
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        Additional Notes

        Complaint: sent in a receipt three times and asked that a warranty plan be added to my acct and it still is not done. I have sent in a receipt three times and asked that a warranty plan be added to my acct and it still is not done. I need to have a phone repaired. 2 plans are on one receipt and only one was added. There should be three iphones under warranty one warranty purchased 10/23/2015 and two purchased 11/15/2015. I have called three times. Sent a message thru Facebook and emailed the following email addresses. ********@squaretrade.com and ***********@squaretrade.com to no avail.

        Desired Settlement: have warranty added to my plans so I can get my repair issued.

        Business Response: Initial Business Response /* (1000, 5, 2016/01/29) */ We apologize for the issue the consumer experienced. Our records indicate all three warranties have been uploaded to the consumer's account and the claim on their device has been approved.

        2/18/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Square Trade attempts to twist statement to deny claim. Please note after I filed a claim with Square Trade and received an email promising me a reimbursement check. So, I purchased a new phone and shipped my old one to them but I did not receive the promised check. After waiting to hear back I received no check or return contact, so yesterday I called and was told that my claim "was denied because of buying the phone from Walmart - not Amazon". Please note I do have my contract from them that states nothing to that affect, and I do have the mentioned email. I also have been to the Amazon website and have found evidence that SquareTrade is twisting a statement to deny my claim. I understand that they will legally do what they have to, but others should know of their intent.

        Desired Settlement: Do what they promised in email-send me a check for $399.

        Business Response: Initial Business Response /* (1000, 5, 2016/01/29) */ We apologize for the issue the consumer experienced with their device. The consumer purchased the incorrect plan for their device however we are making an exception to honor a payout for the consumer's device. The check was initiated on 1/22/2016, the consumer can expect to receive it in 7-10 business days.

        2/18/2016 Problems with Product/Service
        2/17/2016 Problems with Product/Service
        2/17/2016 Problems with Product/Service | Read Complaint Details
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        Complaint: Filed a claim for my PC. Squaretrade never gave me updates and gave me excuses for 3 weeks and finally sent my PC back without even repairing it. My PC was bought from Amazon on 12/4/2013 for $1649 and I purchased the Squaretrade (ST) plan on 12/17/2013 for $145 (3 yr plan for PC costing $1500-$2000). I had problems with my PC (overheating,freezing,crashing,horizontal lines on screen and battery issue) and I filed a claim & it got approved on 12/17/2015 (claim number:XXXXXXXXXX). I shipped it on 12/24/2015 (Fedex:XXXXXXXXXXXX), and ST received it on 12/28/2015. I gave them 2 days and called them for an update when I was told that ST needed 3-5 business days to work on the item and that ends on Jan 5. I called on Jan 5 for an update. The rep (******) sent an email to the repair depot requesting update and CC'd me. The same day, I got an update from ST telling that due to unavailability of some parts, the repair was delayed and it'll be repaired by Jan 15 and if they weren't able to repair it by then, they'll REPLACE IT. I called on Jan 14 when rep (*****) told me to wait until 15th and he again sent an email to the repair depot. They never replied. ***** also gave me his extension no. and promised me to assist with this. It was now Jan 15 and no updates. I called ***** again on Jan 16 and he put me on hold while he spoke to his manager. He then told me that ST's policy was to repair an item in 3-5 b days and if they couldn't, they'd give me a refund for the price of the warranty. Since it was more than 2 weeks, ST would refund me for warranty I paid ($145). Now, he also told me that if ST weren't able to repair the item within 15 b days ( Jan 5-26 Jan), they'd refund me the price of my laptop ($1649). So, he asked me to wait for one last time until Jan 26 and PROMISED me that if I didn't receive my laptop by then, he would immediately process my refund for my PC on Jan 27. So I was out of options and agreed to wait until 26th. I had a software (Prey) installed on my PC which is used to locate my PC if it gets stolen. It sends me emails when my PC is turned on in a different location. On Jan 18 - 6.20 PM, it sent me an email saying that my PC was back online AFTER 28 days. Please note that my PC wasn't even turned on until then nor was used to perform ANY KIND OF REPAIRS till then. The next day (Jan 19), I received an email from ST that my PC was repaired and was shipped (Fedex:XXXXXXXXXXXX). I was surprised because my PC just got turned on the before day but was shipped the next day. I received my PC on Jan 20 and was shocked to see that my PC was sent EXTACLY to me how I sent it. I received 2 papers with it, which contained my claim and repair info. On those papers, under the column "additional info", it was mentioned as N/A. In the very next column "Spares ordered", the field was blank, which added to my surprise because ST told me that they were waiting on some parts on Jan 5th. Also the 2nd page consisted of some very basic tests, which ST had done (speaker, touchpad check). After turning on my PC, I had the same horizontal line and crash issues. Because ST has to refund me the price of my PC if they ACKNOWLEDGED that they couldn't repair it, they didn't accept nor deny it - but sent me my PC as it was. I tried contacting ***** on Jan 20 and it always went to his voicemail. I gave up and spoke to a new rep named **** on Jan 21. I told him about the entire case and he asked me to wait so he could speak to manager. Before asking for my consent, he started a new claim:XXXXXXXXXXXX. Manager wanted him to speak to resolution specialist who told **** that they can't refund the price of the item because:it was expensive; until the item is deemed irreparable or the cost of repair costs more than the item. The options they gave me were to send the item again (new claim) or to repair the item in a repair shop and ST would pay me the repair cost. He also said ST has issues between them and the repair depot. I told them that I don't have a repair center nearby and refused to send my PC back. I told them I'd be filing a complaint in BBB and and I was told by ST to proceed.

        Desired Settlement: ST knew that they couldn't repair the item and still they had it for 3 weeks without even starting the repair process. They also sent me false updates and claims when nothing of that sort was done. Being a college student myself, I had to go through all assignments and class homework's without my PC, when ST was just having it and did nothing. Now, they want me to send it again when I have my exams next week. When being pressured everyday, they just sent the item to me without acknowledging anything because if they did, they'd have to pay me out. When I spoke to **** about this (21st Jan), even he approved of the mistakes and errors they committed and that the mistakes were on their part but he went on to tell that there was nothing that he could do and that's what the management told him. So I want ST to look at this and honor my request. If ST can't refund me because the item was expensive (above $1000), why would they have a plan for PC's going beyond $1000? Today, ****, also went onto say that ST won't refund because the item is not deemed irreparable, yet. But if it was, why would they send me my PC as it was, WITHOUT even performing any kind of repair on it? The fact that they still had my user account and PASSWORD ****** show that they haven't even touched anything. Being an International college student from India and waiting for my PC for 3 weeks and also for all the time I wasted for this issue, troubles I faced without my PC in these 3 weeks - ST should compensate. I'm even ready to start a legal issue if this doesn't get resolved.

        Business Response: Initial Business Response /* (1000, 6, 2016/01/29) */ We apologize for the issue the consumer experienced with their device. The laptop was repaired we are awaiting a response from the repair center to confirm the repairs done on the unit. Due to the delay the consumer experienced receiving his device back, we have refunded the warranty. The consumer has been contacted and is working with SquareTrade to resolve the issue. Initial Consumer Rebuttal /* (2000, 8, 2016/02/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) ST was quick to contact me 2 days after the complaint and asked me what solution they can provide me. I requested a reimbursement and they wanted to double check with the repair depot to see what went on in servicing my notebook. As expected, the repair depot failed to get back to them and I gave 2 days' time to ST to work on this. Still unable to receive a response from the depot, ST was ready to process the reimbursement. I was asked to ship my notebook to them and I was told that the check would be processed after they get my PC and verify it. I was provided a prepaid shipping label (after a bit of delay, of course) and the check got processed the same day they received my notebook. I received it now and the problem's been solved. However, regarding the warranty refund they assured to provide me, I never got it. They keep on telling me that they processed it to my credit card (which is now closed). I told them that they can't process a refund to something which is not present. I sent them like two emails and never received a response for it. Nevertheless, my main issue got solved though.

        2/16/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: I am having a lot of issues with my claim and my rework on my laptop. I have been over a month without a laptop and I am getting a run-around from SQT On December 16th 2015 I spilled Diet Coke on my computer. The computer immediately shut down and would only power on when plugged in and would turn off once unplugged. I filed a claim online right away. I sent the item to iResQ and it was received on December 21st 2015. I received the computer back on December 31st 2015 with multiple problems that did not occur prior to the accident. The first issue is a bunch of gray shadow lines showing up on any white background. The second issue is that the battery died 24% in 20 minutes and I never had that problem before. I think I received a used battery. The second issue is that the computer screen went black for a couple seconds on three different occasions, that never happened prior either. I tried to contact Sqauretrade to file a rework claim but was unable to due to iResQ never closing the case. Squaretrade didn't even know I received the computer back until I told them and I wouldn't have known it was being shipped back to me if I did not have a FedEx account to notify me a package was being shipped to my address. After waiting sometime for iResQ to close the case I filed a rework claim. I had to wait days for iResQ to send me a overnight label because they originally sent me a ground one and I did not want my computer traveling state by state. I had to contact Squaretrade twice to get a overnight label. I sent the computer back on January 5th 2016, after waiting days for iResQ to send me a next day shipping label. On January 6th 2016 iResQ received the computer back and now is when the problem begins. I have not heard back from anyone at iResQ or Squaretrade regarding the status of my computer since January 6th and I need one right away for school. I called Squaretrade multiple times and kept getting different answers. On January 13th I called Square trade and was told they would contact the depot and email me back, they never did. I called again and I was told by Thursday January 14th that I should have my computer back, I did not get it. I emailed ***********@squaretrade.com twice, no reply. I than contacted iResQ myself on January 13th and asked about the status and was told it should be repaired by January 14th and it never was. Every time I have contacted Squaretrade I was either told a date it would arrive by or that they would have to contact the depot, however I never heard back from the depot or Squaretrade. It has gotten to the point where I cannot wait any longer and I need a computer as soon as possible

        Desired Settlement: I am asking that I be refunded for the price of the computer via PayPal. I would also like my plan purchase price to be refunded because of all the hassle I have endured and because of Squaretrades 5-day guarantee, the rework has taken more than 5 days. I cannot wait any longer and I do not want anymore answers that are not true such as I will be getting it back on the 14th and I do not want my concerns to go unanswered every time I contact Squaretrade.

        Business Response: Initial Business Response /* (1000, 5, 2016/01/27) */ We apologize for the issue the consumer experienced with their device. Due to the inconvenience the consumer experienced we have refunded the warranty for the full amount. The consumer can expect to receive the warranty refund within 7-10 business days back to the original payment method. The consumer has been contacted by email and phone to resolve their complaint. At this time we are awaiting a response to move forward. Initial Consumer Rebuttal /* (3000, 7, 2016/01/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for the refund of the purchase price of the plan. It is true that Squaretrade contacted me back about my complaint, however I missed the call. I left a voicemail and replied to the email and I am waiting to here back again to help resolve my problem. Thank you, ******** ****** Final Business Response /* (4000, 9, 2016/02/11) */ The consumer's complaint has been resolved we are moving forward with payout for the device. The consumer agreed to this resolution. Final Consumer Response /* (2000, 11, 2016/02/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have received a check for the price I paid for the computer. Thank you Square Trade for helping me solve this problem.

        2/15/2016 Problems with Product/Service | Read Complaint Details
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        Complaint: I purchased a warranty for some headphones from Square Trade directly. I filed a claim 3 weeks ago and it's still not resolved. I purchased a warranty from Square Trade on 10/1/15 for Powerbeats 2 Wireless headphones. On 12/7/15 I broke the headphones and called ST to file a claim. The rep told me to mail the headphones back and they would try to repair them. If they aren't repairable they were supposed to issue me a new pair. The warranty I purchased through ST directly is inferior to the ones through a distributor so I had to wait until they received the product before any further action could take place. I've called and talked to a supervisor who was very rude, condescending, and continuously interrupted me when I tried to get clarification on the time frame they were quoting me with.I was told initially it would take a week to get everything handled and for me to get my headphones repaired or a replacement pair. I waited another week (12/14/15) to inquire on the status of my claim and I was informed that the headphones couldn't be repaired and I would be issued a new (not refurbished) pair and should receive them by the end of the week (12/18/15). Today is 12/21/15 and I called to check on the status of my shipment and the rep informed me that I would have to wait another 3-4 business days to receive the product. I explained that Christmas was this week and I wanted to know would I have them before then and the response was an apology for not being able to receive them this week.

        Desired Settlement: I want a refund and will purchase myself another pair of headphones and find another company to purchase a warranty for my product.

        Business Response: Initial Business Response /* (1000, 5, 2015/12/22) */ We apologize for the issue the consumer experienced with their device. The consumer has been contacted regarding the complaint. The replacement device is currently in transit and expected to arrive on 12/24/2015. For the inconvenience the consumer experienced we have refunded the warranty. Complaint Response Date bumped because: Holiday Initial Consumer Rebuttal /* (2000, 7, 2015/12/24) */ I received a call from a Square Trade representative yesterday afternoon and she resolved the issue for me. Thank you! Final Consumer Response /* (3000, 19, 2016/01/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I feel like the entire process was too long and there wasn't enough communication from Square Trade to try and expedite it or offer an alternate solution. They took over a month to process a claim that was resolved in less than a week in the past. I never received the full amount of my refund for the initial warranty either. Final Business Response /* (4000, 21, 2016/01/29) */ The $44.99 for the reimbursement of the warranty was credited back to the card the consumer used to make the purchase.

        2/12/2016 Problems with Product/Service | Read Complaint Details
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        Complaint: I have a warranty for a drone I sent it to them to be fixed they sent me one back with a different serial number on it and won't fix it I sent my drone to get fixed they sent me one back with a different serial number now based on that they won't fix it or refund it I've sent the drone back three times for repairs and they sent it back not repaired now they have sent me one that is not even mine

        Desired Settlement: I have dealt with this company three different times no resolution no repairs I just want a refund

        Business Response: Initial Business Response /* (1000, 5, 2016/01/22) */ We apologize that consumer experienced issues with their device. Our records indicate the consumer sent their device in twice to be repaired. On the second repair the device failed the audit due to a complete different serial number on the device. The consumer's claim was denied due to misrepresentation and the device was shipped back to the consumer. We have cancelled the warranty and refunded the consumer for the full amount. The consumer can expect to receive the refund check in 7-10 business days. Initial Consumer Rebuttal /* (3000, 7, 2016/01/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because it was on there side they sent me the wrong item back the first time was not mine I tried to send it back because it was the wrong item and they would not take it they are trying to refund me only the 199 for the warranty I want a refund for the item that is covered 1399.00$ Final Business Response /* (4000, 9, 2016/02/10) */ Units are audited upon entering or leaving the depot repair center. During the 1st repair the device passed *** audit before it shipped to the consumer. The final audit indicates the correct device with a matching serial number was mailed back to the consumer. At this point the Assurance team has reviewed the consumer's case and the notes from the repair center. We will not be moving forward with covering this device. The warranty has been cancelled & a refund initiated. Final Consumer Response /* (2000, 11, 2016/02/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)

        2/9/2016 Problems with Product/Service | Read Complaint Details
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        Complaint: Warranty is not what was explained by retail outlet. Typically I decline any type of extended warranty, because I've read they don't stand up as represented and are a hassle. We purchased an office chair for over three hundred dollars for our front desk staff last year and the Staples representative asked me if I would like a three year "No hassle...automatic replacement plan" for the chair. One of the arm rest adjustment mechanisms broke, followed by the other arm rest completely breaking off. When I called your company I was on the phone confirming all the information I went in and filled out online for twenty minutes followed by the live person I'm talking to give me a "system resolution" that would allow me to take the chair to a repair facility, pick it up, and send the receipt to you for reimbursement. That's not hassle free and certainly not automatic replacement. When I stated that I really would not like to go through the hassle of trying to get the chair repaired, the agent stated that was the option the "system" was giving him. This is why I will never purchase one of your "No Hassle" replacement plans again.

        Desired Settlement: I want the damaged chair picked up and replaced with a new one. I could be a ******* and ask for my $30 back, but I really just want the chair replaced.

        Business Response: Initial Business Response /* (1000, 5, 2016/01/21) */ We apologize for the issue the consumer experienced with their device. Per Terms & Conditions "we will service the consumer's 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." In this case we have chosen to have the consumer's device repaired & we will reimburse for fees to repair the device.

        2/9/2016 Problems with Product/Service | Read Complaint Details
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        Complaint: Company is deceptive I had a broken iphone screen. I provided the purchase receipts (dated September 2014) and confirmed they had been received by the company in a phone call on Monday, January 11. Subsequent to the phone call I sent proof of insurance coverage from Sprint from the time I purchased the phone to the time I covered with Squaretrade. I was told on January 11 and at the time of square trade purchase that I could protect my phones after the 30 day enrollment period if they had been covered by another insurance policy. I was later told that the policy had to be purchased at the same time as the phone. At some point, I was given false information regarding qualifications for coverage. Later, I received an email stating they did not receive the 9/14 purchase receipt even though they referenced another document on the same email attachment (a receipt from 8/15, not for the broken phone). I was promised a call back on Monday January 11 and never received it. After waiting 48 hours I had the phone repaired by a local business.

        Desired Settlement: Pay for the phone repairs or refund my year's worth of premiums.

        Business Response: Initial Business Response /* (1000, 5, 2016/01/20) */ We apologize the consumer experienced issues with their device. The receipt provided indicates the device was purchased after the warranty.Our Assurance team determined the consumer misrepresented his warranty. At this time the consumer's protection plans have been cancelled and he will be issued a full refund for the warranty.

        2/9/2016 Problems with Product/Service | Read Complaint Details
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        Complaint: My product has been repaired for 2 weeks and I have still not received it. I placed a claim with Square Trade on 12/7/15, they e-mailed me a shipping label and I shipped my product to them to be repaired. It was repaired within a few days and I got an e-mail on 12/30/15 stating that my product was fixed and to expect it within 1-2 business days. They also included a fed-ex tracking number. I expected it to take a little longer because of the New Year holiday. I kept checking my tracking number and all it would say is that the label was created on 12/30 from Buffalo, NY. On 1/8/16 I called Square Trade and the lady told me that she would check with the repair department to see what was going on and would send me and email by the end of that day. I did not receive anything back from her. So on Monday, 1/11/16 , I called again, and that person called the "depo" (whatever that is) and the depo said that it was still "pending" (whatever that is supposed to mean), still not a straightforward answer as to why my product has not been sent back to me. The representative also informed me that I would be updated by the end of that day or the next business day. Still, having heard nothing back, I call today, 1/12/16, and talk to another agent, and he puts me on hold to call the depo tells me that it was picked up from fed-ex on 12/30/15, when the label was created. So the depo calls fed-ex and fed-ex is supposed to get back to them within 3-4 business days, in which I will supposedly get an update as well. So I took it upon myself to call fed-ex, and fed-ex tells me that yes, Square Trade did call them Today (1/12/16) and filed a claim with them stating that the product was picked up from Square Trade on 12/30/15. Fed-ex tells me that when they pick a product up, it is automatcially scanned, to prevent losing packages, they also tell me that they have looked in the warehouse, contacted the driver, and also have their security looking for my package. I believe that fed-ex is a very professional, and trustworthy company. However, Square Trade's agents have not given me consistant statements or reasons as to what happened to my product. 1/12/16 is the first day that I have been told that it was even given to Fed-ex. I am pretty irritated and fed up with getting the run around.

        Desired Settlement: If they cannot provide me with the Playstation 4 that I sent in to get repaied, then they need to replace it.

        Business Response: Initial Business Response /* (1000, 5, 2016/01/21) */ We apologize for the issue the consumer experienced with their device. A tracer has been filed with the shipping company. At this point we are awaiting an update. For the delay the consumer experienced we have refunded the warranty amount

        2/8/2016 Delivery Issues | Read Complaint Details
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        Complaint: My computer bought with a 2 years SquareTrade protection contract broke down on January 6th, 2016. SquareTrade do not want to honor the contract. On November XX XXXX, I bought a new desktop computer from Staples for $699.99. I also bought a 2 years protection plan from SquareTrade at $199.00. The computer is an ASUS M32AD-R14 DES. On January 6th, 2016, my new computer crashed. I contacted SquareTrade (XXX-XXX-XXXX) and talked to Daisy. She told me the coverage contract was for a laptop and not for a desktop. on January 7th, I went back to Staples and ************** (XXX-XXX-XXXX) confirm that the contract was for a desktop. on January 8th, the claim was denied by SquareTrade according to Kevin. On January 10th, ************** from Staples calls SquareTrade. On January 11th, I received an E-Mail from SquareTrade telling me that they contacted a technician to repair my computer: ********* in Louisiana XXX-XXX-XXXX. On January 12th, I called ********* at XXX-XXX-XXXX and talked to ******* and ******. They gave me a ticket number XXXXXXX. ******* told me, he would order a new mother board, but it would take a while, first he said 1 to 3 days, then 3 to 5 days. I waited until January 18th, to give them enough time, and called ********* back (XXX-XXX-XXXX). ****** told me the claim was denied by SquareTrad on Jamuary 13th. Called SquareTrade later on the same day, and talked to ******. She said a new ticket was issued. I waited until January 21st, then I called ********* again and talked to **** (XX:XX), He said the claim was denied because the mother board is more expensive than the whole computer. I went back to Staples, talked to *******. She put me in contact with **** in Staples Corporate. **** called SquareTrade, talked to *****. SquareTrade called *********, and ********* said they would take care of the repair. I waited again until Jamuary 26th. I contacted again ********* on that day, and again, they said (******) that the claim was denied. Again, I called SquareTrade and talked to *******. He gave me the run around, but finally I ask to talk to the manager, and was connected to Duff. He contacted ********* (so, he said). Finally he told me they could not find anybody to repair my desktop computer locally, so they were sending me a full refund ($699.99). I should received it by February 4th, February 7th at the latest. He also said they did not want me to send back the defective computer. But, on this same day, January 26th, about an hour later, I receive an E-Mail from SquareTrade telling me that a technician would contact me. So, on January 27th, I called SquareTrade. I talked to *****, and he told me that there was no record of the conversation with Duff, the previous day, so now the computer repair was back, and I had to wait again for a technician to call me. This is at least the fourth time that I was told a technician would come to my house to repair my desktop computer, but then I wait several days and when I called back they give me a different reason why the claim is denied. So, now the problem with the computer has to do with hardware. Every time it's turned on, you can hear some noise (I assume from the hard drive) for about 2 seconds, and maybe 30 seconds later, it tries again with the same result. In conclusion, I bought a service contract for my computer in case of a problem. Now I have a problem, so I expect it to be fixed without charge in a timely manner. Obviously, the last part of this statement is not happening, this started 3 weeks ago. I received full support from Staples, with the help of ************** (XXX-XXX-XXXX), now I expect the same support from SquareTrade, but every time I call, it's a different person with a different answer, or a complete lie. All I want is my computer repair, I have a lot of personal data on this computer and I would like it back.

        Desired Settlement: In accord with ****, on January 26th: "**** said they could not find anybody to repair my desktop computer locally, so they were sending me a full refund ($699.99). I should received it by February 4th, February 7th at the latest. He also said they did not want me to send back the defective computer." So, I expect a full refund, and also I want to keep at least the current hard drive.

        Business Response: Initial Business Response /* (1000, 5, 2016/02/05) */ We apologize for the issue the consumer experienced with their device. Our records indicate the consumer's device has been salvaged & a payout is being processed. Initial Consumer Rebuttal /* (2000, 8, 2016/02/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I just received a check in the mail for a full refund for my computer. I'm fully satisfied. Thank You, **** *********

        2/8/2016 Problems with Product/Service | Read Complaint Details
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        Complaint: Squaretrade posting extended warranties for purchase on ebay listings for items they will not cover. Seller listings on eBay are having extended warranty purchase options on items that are not covered by Squaretrade. Fot instance, A dryer motor. Optional 3 year warranty offered for $10.99. Check the box pay the $10.99 for the extended warranty, Have a claim within this 3 years and find out squadetrade does not cover the item as it is a replacement part not a complete appliance. This has happened to me . I have paid the 10.99 for this warranty for something they put on an eBay listing. I received my money back, but how many millions of dollars are they collecting form unsuspecting consumers who may never file a claim. Pure profit for them by defrauding the consumer for profit.I had purchased a dryer motor, Bought the 3 year warranty from squaretrade, The motor failed, I filed a claim and called them . They told me that it is not an appliance just a repair part, and will not cover the claim, as listed in the listing from which I had purchased this motor. They are defrauding comsumers into buying this warranty. I have spoken with eBay regarding this, They can do nothing for me, they allow squaetrade to add the extended warranty to sellers listings.Some one needs to step in and stop this fraud from happening. We work hard for our money, only to have it taken away in this manner. I was tricked into this warranty beleiving I was covered only to find out I was not and ripped off. How many other people have paid for this warranty to have the same thing happen to them? I want this to stop. I have been given the run around from squaretrade and eBay regarding a dryer motor. Really? Step on the consumer for profit. All I wanted was the motor to be warrantied by the extended warranty I had purchased when I bought this item. eBay allowed squaretrade to offer this on sellers listings, now neither will stand behind the warranty. Squaretrade cancelled my warranty and said they would refund my money. Not what I wanted. I want a new dryer motor to replace the one that failed. What's the point of the warranty offered if you are not going to stand behind it? Fraud on both ends to me for corporate profit at the consumers expense. Deception, to get people to buy it, then not stand behind it. If an item is not covered by this warranty, don't put it on the sellers listings for them to buy. Purchased date January 5, 2015, item #XXXXXXXXXXXX for item #XXXXXXXXXXXX dryer motor#XXXXXX for the purchase price 71.95.payment with PayPal and Visa. I , today looked up another dryer motor on ebay, item#XXXXXXXXXXXX. The listing offers the squaretrade warranty. It's not covered, Why is this option there for a part? It's not an appliance. Deception and fraud I believe. Sound as though a class action lawsuit against squretrade and eBay should be in order to give back to the comsumers deceived into purchasing this warranty. I got the shaft. How many more is this going to happen to?

        Desired Settlement: Stop falsely advertising on eBay sellers listings. Uphold the warranties you sold to buyers for items they claim they do not cover, as the buyers were falsely encouraged into buying this warranty believing this item is covered, which in fact is NOT!, Refund the buyers purchases for all items that are not covered, that were listed as covered during the purchase process.

        Business Response: Initial Business Response /* (1000, 5, 2016/01/08) */ We apologize the consumer experienced issues with their device. Per the receipt provided by the consumer a Squaretrade warranty was purchased for a major appliance. The device in question is not a major appliance but a replacement part for a major appliance(dryer). The consumer misrepresented the item and this voids the warranty. The consumer has been refunded in full for the warranty price. Initial Consumer Rebuttal /* (3000, 7, 2016/01/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Squaretrade is still offering extended warranties on eBay listings for appliance parts new and used. eBay claims that eBay is not responsible for this and Squaretrade is doing this. I have found these squaretrade warranties offered for new as well as used parts for sale by the sellers of ebay. I understand the seller is not aware of square trade offer warranties on their listing as per what eBay has told me. sounds like a scam to me is order to make money of from people that may not ever have to file a claim. If they do, square trade refunds their money for the warranty purchased, and sends an email to the purchaser thanking them to request of canceling the warranty that square trade did on their own. I received my money back, but did not ask square trade to cancel the warranty, They did this to me. sounds like a rip ripoff. look at all the money square trade is making by defrauding unsuspecting customers. We did nothing wrong. Square trade is offering the warranty for purchase, stand behind it, or figuire out what the problem is and why it is being added to listings for items not covered. It is not our fault. The listing was correct in which I purchased the dryer motor. It was under appliance parts. Then why is a warranty being offered from square trade for a part which is in a parts catagory? They need to figuire that one out, it's their problem. The warranty was available for purchase on a repair part catagory Final Business Response /* (4000, 9, 2016/01/25) */ We have informed the appropriate parties within SquareTrade business development department and they will work with are retailers to ensure correct messaging is available to our consumers.

        2/5/2016 Problems with Product/Service | Read Complaint Details
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        Complaint: I purchased accident protection plan for Chromebook on September 21,2015 Now Square Trade not honor the warranty because it's a certified refurbish. I purchased a certified refurbished chromebook for my daughter for school on september 21, 2015 on Amazon.com. Square Trade offered a 2 years accident protection plan and I purchased. She cracked the display before christmas. I contacted Square Trade provided invoice and serial number. They said everything is verified and will issue a refund of the amount that I paid for after they received the chromebook. They asked how do I want the refund back? I said Amazon credit is fine cause I need to get another chromebook for my daughter. After I hangup, I don't think she'll have another chromebook before going back to school on January 4th, 2016 after her winter break. I went a head and purchased another same exact chromebook(certified refurbished) and purchased the Square Trade warranty accident protection plan again but this time the price higher. On January 5th, 2016, I received an email from Faraz (Square Trade Care Specialist) informed me that they will be shipping my chromebook back to me as I bought the unit under a refurbished condition and they never offer warranties on refurbished units from Amazon. I called them on January 6th, 2016 and explained that no where in their description that it mentioned not cover refurbished units on Amazon. The option is there for buyer to add the warranty protection to the cart with the chromebook. I told them that if they don't warranty the refurbished items, the warranty option should not be there for buyer to buy. In addition, if it's there, it should declined the customer's acceptance of the purchase. If all failed, Square Trade should had refunded my warranty purchased right away and let me know because of the refurbished item. Not waiting until I filed a claim and said approved and then said not warranty and will refunded the money that I paid for the warranty 3 months ago. They said that it was a miscommunication. Also, if they would have told me this in the beginning, I would have purchased a brand new chromebook on December 26th. instead of purchased another refurbished chromebook. I told them this is a scam that they're trying to pull. Taking a gamble that I don't file a claim within 2 years and kept the money. If I file a claim, then they'll said sorry not cover because the chromebook is refurbished. It's a win, win for Square Trade. Below is the email I received from Square Trade. Congrats! Your claim is approved, and you're eligible to receive a payment of $199.99. Here's what you need to do before we can release your payment: Your item will not be returned to you. Any data not backed up will be lost. Use a sturdy box and bubble wrap to pack your item. Pack only your item, its battery, and its charger/AC adapter. Click here to print your free FedEx shipping label, attach it to the box, and ship your item to us. Once your item has been verified, we'll release your payment (can take up to 10 business days). If you have questions or want to schedule a call with one of our specialists, just visit squaretrade.com/help. Sincerely, The SquareTrade Team

        Desired Settlement: I would like the business to honor their warranty. 1. Either refund the amount that I paid for the chromebook as they promised. 2. Repair or replace my chromebook with another one.

        Business Response: Initial Business Response /* (1000, 5, 2016/01/13) */ We apologize for the issue the consumer experienced with their device. During the purchase process on Amazon it does state SquareTrade Protection Plans are only valid for new products purchased at Amazon within the last 30 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 /* (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 items. Square trade did not attempted to cancel my warranty purchase or refunded the money. The original purchased date was September 21, 2015. Three months went by without any contact from Square Trade regards to the warranty purchased. Until, December 23, 2015, I called in for a claim on my chrome book. Square Trade returned my broken chrome book and kept the power supply. I still didn't see any refund back yet at this time. Final Business Response /* (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 30 days. SquareTrade was not aware that the consumer misrepresented their warranty for their device. The refund has been processed and will be returned in 7 to 10 business days. We can also reimburse the consumer for the power supply that was not returned.

        2/5/2016 Problems with Product/Service | Read Complaint Details
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        Complaint: Can not even register warranty with company. I have been attempting to register my warranty on *************** that I purchased earlier this month and for a week I have had nothing but trouble. They requested a photo of the recipts to show proof of purchase (easy enough) less than 5MB and in a jpg file. I have sent the information 5 times already and never once have I gotten to speak with a supervisor. They give me email addresses to forward the emails to them and nothing ever gets done. I want a refund and for them to purchase a valid warranty to cover my items that I am now no longer eligible for warranty for.

        Desired Settlement: I would like a full refund for services and a warranty to cover my devises since they are now no longer eligible for warranty from ******* due to the fact we "purchased" this insurance that they can not locate or activate.

        Business Response: Initial Business Response /* (1000, 5, 2015/12/28) */ We apologize the consumer experienced difficulties uploading the proof of purchase. The consumer has been contacted via email and by phone to resolve the complaint. We are awaiting a response. Initial Consumer Rebuttal /* (3000, 7, 2016/01/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Got a refund for warranty from place of purchase (****** Club) with no problems. Attempted to contact Squaretrade back after not being able to talk to them (after 9pm local time),got a mesg in the BBB complaint department that they would call back before 24 hrs. Have not heard back from them after a week. Still don't have a warranty on my ******** due to Squaretrade's poor business handling. Hope nothing happens to my phones before they are paid for fully. Squaretrade has done nothing to correct their actions. Final Business Response /* (4000, 9, 2016/01/21) */ We have contacted the consumer several times via email & by phone but with no response. The warranty is currently active and on his account. We do NOT require any form of registration for this particular reseller's warranties. The proof of purchase is only needed at the time of filing a claim.

        2/4/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: I have waited 15 days for a replacement phone, have been lied to repeatedly by Square Trande, and am still without a phone. My iPhone 6 needs replacement, which is verified and documented by Apple, requested by SquareTrade. They mailed me a PREPAID phone, which I promptly took to Apple and my Sprint carrier-both told me that they cannot set up prepaid phones. I called SquareTrade immediately. They said they would overnight me the right phone, and acknowledged the mistake of sending a prepaid phone. The correct phone never arrived. I called, they said it had been sent by Apple and would be coming to my home the next day. It again did not arrive. I called SquareTrade again and they said they would call me within 24 hours with tracking information for my phone. They never called. I called again and was told the same thing. Again, I was never called and the phone never showed up. 7 days later (15 days from my first call and claim date) my overnighted phone is still missing. I spent 3 hours on the phone with Square Trade again today who told me that the phone they said they overnighted actually does not exist and was never sent, but to take the prepaid phone to Apple. They said they received intell within the last two days that Apple now works on prepaid phones. I went to Apple who said SquareTrade is feeding customers lies and bad information (agreed!). I then called SquareTrade while in the Apple Store and Apple got on the phone with them. They told SquareTrade that they were wrong and prepaid phones cannot be used. I was then told verbally (not in writing-and we now know that SquareTrade lies to its paying customers) that after I send them the prepaid phone they sent me (waiting for their shipping label!!!) I have to track that it arrived. Then I have to call SquareTrade and request a second shipping label to send them my damaged phone and track that. Once that one arrives, I have to file another claim and then they will issue me a check for the retail value of a new iPhone 6 ($549) so I can go buy a new phone. I am beyond frustrated with the amount of hours I have spent dealing with this. I expect the check that has been promised IMMEDIATELY, not after I jump through more hoops and spend another 15 days without a working phone. I expect their promise to me in writing because I have been verbally lied to repeatedly. If you can help, please email me, since as you can see from this BBB letter, I do not have a phone to receive phone calls.

        Desired Settlement: A check covering the cost of a new iPhone 6 ($549) mailed to me right away.

        Business Response: Initial Business Response /* (1000, 5, 2016/01/15) */ We apologize the consumer experienced issues with their device. The consumer's claim have been moved to payout. We are also reimbursing the consumer for the sales tax for their replacement device.

        2/4/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: My warranty expires on 01/08/15 which is exactly 2 yrs to the date of which I was filing my claim. After speaking with agent he said warranty exp 4hrs I happened upon my receipt as I was cleaning and saw that I had purchased the warranty for my printer. I immediately went to submit tI spoke with an agent to file my claim and was giving him the information that he requested. He said that the warranty expired at the exact time of the two year period of which the product was purchased. There was nothing in my records that stated this. I feel that the warranty should not expire until after midnight of that date two years after purchase. I called 3.5 hrs the original purchase date and I feel that the warranty should be upheld until the next day.

        Desired Settlement: I would like to receive a new product

        Business Response: Initial Business Response /* (1000, 5, 2016/01/15) */ We apologize that the consumer experienced an issue with their device. The consumer contacted SquareTrade the day the warranty expired. The consumer has been contacted by phone & email to resolve their complaint.

        2/4/2016 Problems with Product/Service
        2/3/2016 Problems with Product/Service | Read Complaint Details
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        Complaint: They sent me back the wrong drone refusing to fix it or refund it I sent my drone to be repaired the company sqauretrade sent back a completely different drone that is not even mine with a different serial number on it and are refusing to fix it or refund it

        Desired Settlement: I would like the full 1300.00 refund on this product they ripped me off by sending back the wrong unit I sent them one I have all the paperwork from the first time they fixed it I called and told them they sent me back the wrong one finally got a call back after two months and they are still refusing to fix the problem. This is on them they returned to me a drone that was not mine

        Business Response: Initial Business Response /* (1000, 5, 2016/01/29) */ We apologize for the issue the consumer experienced. This is a duplicate complaint filed by the consumer. As stated in the fist complaint, " Our records indicate the consumer sent their device in twice to be repaired. On the second repair the device failed the audit due to a complete different serial number on the device. The consumer's claim was denied due to misrepresentation and the device was shipped back to the consumer. We have cancelled the warranty and refunded the consumer for the full amount." Initial Consumer Rebuttal /* (2000, 7, 2016/02/03) */ (The consumer indicated he/she ACCEPTED the response from the business.)

        2/3/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Despite claiming to call to resolve a warranty issue, Square Trade has not followed through with service of any kind. I wanted to advise you of the unethical, non-responsive service of squaretrade.com. I have used Square Trade for nearly a decade and had nearly flawless service until about a year ago. I will skip the issue prior to this and focus on the most recent incident. I called to advise that the self-cleaning function on my stove was not working under Care Plan ID: XXXXXXXXXXXX. I was transferred a couple times and required to repeat myself to more than one staffer before being called back by a trouble shooter. This person determined exactly what I already knew, the unit needed service and they scheduled repair. When the tech arrived, he advised again that the unit needed repair, but that he was not qualified to work on hard wired drop in the units, despite the fact I had given all this detail to the multiple staffers at Square Trade knowing that my unit was the least common sold oven in the U.S. He said he would let Square Trade know he couldn't fix it and that I needed a different tech. I asked what to do next and he advised, "Nothing, Square Trade would contact me". After a week, with no contact, I called Square Trade and they put me through the same call transfer/ questionnaire with the promise of a call back. I told the last agent that my confidence in their ability to provide service was now slim and I didn't want a call back, I wanted him to stay on the line while I was transferred. He advised that a call back was required and I agreed, but the call back never came. This was September. Due to illness and the holidays, this is my 1st opportunity to follow up, the unit is still broken and an additional issue has been found.

        Desired Settlement: I want to hire my own tech and have Square Trade reimburse me for all cost includfing emergency service as it's been nearly 6 months since the unit worked properly.In addition, I want my warranty extended 6 months to compensate me for nearly 6 months of zero service on this contract despite efforts to have my unit repaired.

        Business Response: Initial Business Response /* (1000, 5, 2016/01/29) */ We apologize for the issue the consumer experienced with their unit. Unfortunately the technician did not inform us that the repair was unsuccessful or we would have set a new appointment. The consumer can move forward with another repair through SquareTrade or use a local technician and we will reimburse them for the repair. The consumer has been contacted by a Resolution team member to resolve their complaint. Initial Consumer Rebuttal /* (2000, 7, 2016/02/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have not been successfully contacted by Square Trade prior to this and as mentioned, I contacted Square Trade to advise the repair was unsuccessful and my call was routed multiple times before I was advised of a call back that never came. I will schedule a repair through an authorized GE source and once repair is complete, and payment has been reimbursed, I will consider this matter closed.

        2/1/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: I am complaining about the fact I was promised my sales taxes in my refund check of my laptop coverage but was not included in the check. On 10/31/2015 I called square trade to file a claim thru my warranty since my hp envy dv7 was having an issue with the speaker cover lifting which restricted the screen to open fully. I talk to ***** during the call and he help me by telling me the process it take a week for repair and that he be sending me a box to sent my laptop in with instructions I did that and I sent the laptop to square trade depot on nov 6 since I receive the box on the 3rd of nov I was notified by email it was received by the nov 10 and I was told that after 7 days I receive it back or a least be notified of how far their were along but I was not notified I called on nov 17th on my birthday to see the status of my laptop I spoke to rep then and was notified that they haven't receive the part needed yet but it be in by nov 20th and I be notified of the final audit to be shipped back by nov 24 no later than nov 26th. So I waited and said I was disappointed at the fact I was promised a week to be done and not notified of the delayed at the time I was offered my refund back of my warranty as courtesy for taking so long to repair my item without being notified which I didn't receive until dec 4th. at the time I didn't trust them to get back with me so I called again on nov 20th make sure the part was in at the time I spoke to ***** and he called the depot and found out for me that part was backorder by hp and would not be received until nov 24th offer to issue me a refund for my warranty cost but I let him know it should be issued already which confirmed on my account at that time he offer his extension at 1874 to call him directly on the nov 24th to make sure they got the part which I did call but didn't reach ***** so I called again got another rep that said they got it and it be worked and sent out by nov 26th I told him do you know the 26th is holiday so I doubt it be shipped out then. He corrected himself and let me know no later than 27th so when the 27th no email notification so I tried to called ***** extension again and I finally got him he looked up my claim and called depot and I found out the depot now claim the part they received wasn't the right one and waiting on another part of course I was pass ***** and I escalated to manager which at that time I spoke to roy which he told me that he apologize explain their process and let me know to give them until dec 10 at the latest if they don't fix it by then they issue me a refund for my laptop which was 779.00 I said only 779.00 he told not just 779.00 the sales tax will be included as well at this time I receive the warranty refund back of 199.95 plus tax which made it 218.46 check issue to me I called back to make sure it was correct and also for the fact I receive mobile app update from square trade on dec 4th about my laptop would be fixed by local technician so I called the customer service again and got rep named **** at 1230pm cst he let me know the 218.46 was correct because it included the sales tax so I ask him about the notification I got via the mobile app saying my laptop would be fixed via local technican I was told that wasn't correct he see on my account I be issued a refund check for the value of my laptop which would be the 779.00 plus the 74.83 in sales taxes. So I was expecting a check for 853.83 but on dec 17th I receive a check for only 779.00 I immediately called square trade and spoke with greg at 4:56pm he let me know the check was correct because square trade wasn't responsible for sales tax I let him know then, why your rep bell as well roy a manager let me know it would include sales tax and when you reimburse me my warranty cost you all included the sales tax. He told me he put in a case for an department but which I was suppose get a call from in 24 to 48 hours it never happen. Last contact with square trade was what i initiated and that's the problem I had always called to figure whats wrong and in turn I didn't even receive the amount promise to me.

        Desired Settlement: I only seeking what I was promised since nov 27th and again on dec. 4th which is the sales tax of 74.83 I believe its only fair with the time I waited and all the time I had to called to see whats going on with my claim and since there was no way to get a new laptop that is the equilvent of mines at only 779.00 with warranty

        Business Response: Initial Business Response /* (1000, 5, 2016/01/15) */ We apologize for the issue the consumer experienced. This complaint has already been escalated to a Resolution Specialist and the consumer's reimbursement for the sales tax is being processed. Initial Consumer Rebuttal /* (2000, 7, 2016/01/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have spoke with a manager of square trade and they honored their promise I just received the refund check for my sales tax and its resolved for my end.

        1/29/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: I have waited 15 days for a replacement phone, have been lied to repeatedly by Square Trande, and am still without a phone. My iPhone 6 needs replacement, which is verified and documented by Apple, requested by SquareTrade. They mailed me a PREPAID phone, which I promptly took to Apple and my Sprint carrier-both told me that they cannot set up prepaid phones. I called SquareTrade immediately. They said they would overnight me the right phone, and acknowledged the mistake of sending a prepaid phone. The correct phone never arrived. I called, they said it had been sent by Apple and would be coming to my home the next day. It again did not arrive. I called SquareTrade again and they said they would call me within 24 hours with tracking information for my phone. They never called. I called again and was told the same thing. Again, I was never called and the phone never showed up. 7 days later (15 days from my first call and claim date) my overnighted phone is still missing. I spent 3 hours on the phone with Square Trade again today who told me that the phone they said they overnighted actually does not exist and was never sent, but to take the prepaid phone to Apple. They said they received intell within the last two days that Apple now works on prepaid phones. I went to Apple who said SquareTrade is feeding customers lies and bad information (agreed!). I then called SquareTrade while in the Apple Store and Apple got on the phone with them. They told SquareTrade that they were wrong and prepaid phones cannot be used. I was then told verbally (not in writing-and we now know that SquareTrade lies to its paying customers) that after I send them the prepaid phone they sent me (waiting for their shipping label!!!) I have to track that it arrived. Then I have to call SquareTrade and request a second shipping label to send them my damaged phone and track that. Once that one arrives, I have to file another claim and then they will issue me a check for the retail value of a new iPhone 6 ($549) so I can go buy a new phone. I am beyond frustrated with the amount of hours I have spent dealing with this. I expect the check that has been promised IMMEDIATELY, not after I jump through more hoops and spend another 15 days without a working phone. I expect their promise to me in writing because I have been verbally lied to repeatedly. If you can help, please email me, since as you can see from this BBB letter, I do not have a phone to receive phone calls.

        Desired Settlement: A check covering the cost of a new iPhone 6 ($549) mailed to me right away.

        Business Response: Initial Business Response /* (1000, 5, 2016/01/13) */ We apologize for the issue the consumer experienced. There was an error with the replacement phone we have resolved the issue & for the inconvenience the consumer has been refunded the full amount of the deductible. Once the replacement phone is returned the consumer will be paid out for the device.

        1/29/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: I WAS TOLD THAT I WAS GOING TO GET A FULL REFUND FOR MY UNUSED WARRANTY. I CALLED CUSTOMER SERVICE TWICE AND THEY OFFER ME A PARTIAL REFUND. I spoke with two representative... the first one hanged up on me and the second one told me i will get a partial credit back. I am really upset since i was promised a full refund. I will never do business with you guys ever if they dont provide my refund. I have so many warranties with the company.I just asking for the full refund since my laptop has been stolen. My Care Plan ID: XXXXXXXXXXXX.

        Desired Settlement: I want the business to refund 100% of the money back to me.I really feel that it is wrong for them to keep partial of it, when i was told that i would receive 100% refund back.

        Business Response: Initial Business Response /* (1000, 5, 2016/01/13) */ We apologize for the issue the consumer experienced. Per Terms & Conditions, If You cancel after the first thirty (30) days from purchase of this Service Agreement, You will receive a pro rata refund based on the time remaining on Your Service Agreement. Since this is a special circumstance, we have refunded the consumer for the full amount of the warranty.

        1/29/2016 Advertising/Sales Issues | Read Complaint Details
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        Additional Notes

        Complaint: I was double charged for a plan I had purchased. I purchased a single warranty plan on 12/23/2015 for $99. I was charged twice. I was told by customer service to submit documentation showing double charge. Sent in an email on 01/01. Reply email asked for additional warranty coverage information. I am not willing to do any additional work to have my money retuned. The customer service rep verified I only purchased one plan, so no reason for a double charge. I am filing a dispute with my bank.

        Desired Settlement: $99 refund.

        Business Response: Initial Business Response /* (1000, 5, 2016/01/12) */ We apologize for the issue the consumer experienced. Our records indicate the consumer's funds for $99.00 were only captured once. We are requesting the consumer respond by providing documentation indicating two charges were made from SquareTrade. Once we have documentation accounting can review and ensure funds are returned.

        1/27/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Problem with company issuing a reimbursement check that was authorized by them... The ACER computer that I purchased from Tiger Direct with a Square Trade warranty stopped working. Square trade sent out a technician who could not fix the computer and Square Trade determined that it was not cost effective to replace the parts and provide labor, so they notified me by email on 12/08/2015 that they would send me a check for $899.99 and that it would take 10-15 business days... On 12/18/2015, I contacted company and they stated that they were going to mail a check that day as they could not find a check issued, yet. They said I should receive it withing 7 days... I called on 12/28/2015 as I still had not received a check...the man on the phone told me that it went out FEDEX, but could not give us a tracking number and that the department that handled it was not taking calls.. I called on 1/03/2016, still no check, and the man told me that they don't send checks by FEDEX and noted that no check had been issued for reimbursement on my claim #XXXXXXXXXXXX. Supposedly, this man was going to have a check issued and he gave me a reference #XXXXXXXXXX and that it would take 7 days.

        Desired Settlement: I am requesting that a check for $899.99 be issued to me. I feel that Square Trade has not acted in good faith and delivered on their promise as a warranty company to reimburse me as they stated they would. Their representatives have given me false information (the check has been mailed) also, (sent FEDEX) which they don't do, while another subsequent call verified that no such check was issued. I have been waiting since 12/08/2015 and every time I call they tell me it will be 24 hour for processing...Basically, I want a check sent to me in the amount of $899.99 which Square Trade authorized....the last processing number for a check that they gave me was #XXXXXXXXXX...if that is a real number at all...

        Business Response: Initial Business Response /* (1000, 5, 2016/01/08) */ We apologize that the consumer experienced issues with their device. A check was processed on 1/4/2015 and the consumer is expected to receive it in 7-10 business days.

        1/27/2016 Delivery Issues | Read Complaint Details
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        Additional Notes

        Complaint: Purchased warranty over the phone, was given a discount, and paid over the phone. The warranty was never issued after repeated attempts. On Dec. 29, 2015, I purchased a brand new Whirlpool dryer from Sears for $499. I telephoned Squaretrade the very next day and was offered a discount. I paid and was charged within one day. Weeks passed *** I phoned repeatedly to get my warranty that was "lost" and needed approval from the "back office." I was ordered to provide proof that I paid! I uploaded a copy of the Credit Card statement as well as a copy of the receipt proving my dryer was purchased brand new from Sears. They refused to issue a warranty because I received a great discount. I was forced to dispute this charge with my Credit Card because my 30 days window to dispute were fast approaching while my warranty was still "lost" and the "back office" were still unable to locate it in the system. Repeated requests to simply issue a new warranty after providing proof of purchase and receipt of dryer were refused. I am now left without a warranty and am forced to forego my discount, which was what this company apparently desired. I find this beyond shady and call it fraudulent. Ticket XXXXXXXXXX Charged $84.99 on Dec 30, 2015 The item was first purchased using *********@sbcglobal.net, but I had (thought at least) the email changed to ************@sbcglobal.net Thanks,******* L. ****

        Desired Settlement: At the very least, an honoring of my $84.99 warranty price for a 5 year warranty for my brand new dryer, issued without delay or need of repeated frustrating phone calls from me to inept personnel at the mercy of a bogus and unreachable "back office."

        Business Response: Initial Business Response /* (1000, 5, 2016/01/22) */ We apologize for the issue the consumer experienced. An internal glitch caused the delay with uploading the warranty. The glitch has been resolved and the warranty should be uploaded with 2-4 business days. For the inconvenience the consumer experienced we will refund the warranty & still provide coverage for the warranty period. Initial Consumer Rebuttal /* (2000, 7, 2016/01/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) After making my complaint, I was immediately contacted by Squaretrade. They promptly apologized, and they honorably offered to honor the warranty for no charge to me. This company has more than exceeded my expectations, and I look forward to doing business with them again. *******

        1/26/2016 Problems with Product/Service | Read Complaint Details
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        Complaint: I purchased a 3-year warranty for my computer, and I have called in three times and have not been given clear instructions on filing a claim. I have called in several times to get feedback on how to proceed with filing a claim on the warranty for my laptop with Square Trade. Not only do they keep giving me the run-around, but they keep documenting lies on the "claim" I never formally filed. They lie are very evasive about giving true information. They do not give you straight forward options that save time and effort and they do everything to try to avoid paying the claim! AND I was insulted by the representatives. No one should ever purchase another warranty from this company because they are worthless!!

        Desired Settlement: I want a refund on the money I paid for the warranty and I want them to pay out on this unusable laptop I have. That is the whole reason you buy a warranty so you don't have to deal with this! I want a NEW laptop. Not a refurbished or half-fixed one that will crash as soon as the warranty is up.

        Business Response: Initial Business Response /* (1000, 5, 2015/12/17) */ We apologize for the issue the consumer experienced with their device. Our records indicate the consumer has been in contact with a Resolutions Specialist and the claim has been approved for local repair. Once we have the invoice the consumer will be promptly reimbursed. Initial Consumer Rebuttal /* (3000, 7, 2016/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am still in the process of trying to get my computer fixed. I have not been able to drive to get out to get it fixed, so I called to change the repair method. A short time after I filed this complaint to personally handle my claim, one of their representatives in customer care personally called me. He worked with me, and even refunded my original warranty fee as a good faith gesture. Unfortunately, when I tried to call him to update my request, it took me a few tries to reach him. His outgoing message never said he was on vacation hours etc. I finally reached him on the last try when I tried calling him from a different phone number (I hope my calls were not being screened). I also became concerned about being reimbursed quickly if I decided to get the computer fixed by a certified computer repair shop. So not being able to get out to get it fixed worked out. I called last Wednesday, XX-XX-XX to get a box to send it to them for repair sent to me, and I am still waiting on that box and today is 1-4-16. That is where we are at this point. This issue is not resolved; but I will continue to report on the process. Final Business Response /* (4000, 9, 2016/01/14) */ The consumer's claim has been approved for payout & the check was initiated for processing on 1/12/2016. She can expect to receive it in 7-10 business days.

        1/25/2016 Delivery Issues | Read Complaint Details
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        Additional Notes

        Complaint: Have been misled about repair time and return. Contract states: Once we receive your item, we'll repair it within 5 days and then ship it back to you. They received item on XX-XX-XX should have been repaired and returned by 11-25-15. Supervisor ******* ********** said wouldn't make it until the XX-XX-XX which is already late. Called him on 27th and he said they weren't going to be able to complete item on time which was obvious since already late and that he would put in for a pay out for the camera in the amount of $1079.95. That didn't happen. At 16:40 received an email stating camera was repaired and shipped. The item hasn't been shipped as of 12-01-15. Anyone can create a shipping label stating an intent to ship with FedEx but I was told the item had not been received by FedEx. They didn't fulfill the terms of the contract. I want them to process a payout like their contract states ******* said he would and no longer **** me around about their fake fix. I purchased the contract on XX-XX-XXXX for a Sony Cybershot camera serial# SXXXXXXXXXH. The order date of my purchase for the camera itself was XX-XX-XXXX from Fumfie.com and the order number from them was XXXXX.

        Desired Settlement: I want Squaretrade.com to process a refund in the amount of $1079.95 which is the amount the contract covered.

        Business Response: Initial Business Response /* (1000, 5, 2015/12/07) */ We apologize the consumer experienced issues with his device. The consumer has been contacted and agreed to reimbursement. For the inconvenience, the warranty has been refunded. Initial Consumer Rebuttal /* (2000, 7, 2015/12/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) As long as this is what I was told would happen I do accept this. I actually need to see this come to fruition though. My experience with this company makes me have reservations. According to the person I spoke with I should be getting $1079.95 for the camera and a warranty price refund of $229.99. If this is what happens I will consider this resolved. Final Business Response /* (4000, 14, 2016/01/13) */ The consumer has confirmed deliver of the $1079.95 reimbursement check however a system glitch caused the warranty refund to not be processed. We are making improvements to resolve this system glitch. We have confirmed that the check will be issued for $102.29 & should be received in 7-10 business days. Final Consumer Response /* (2000, 16, 2016/01/24) */ (The consumer indicated he/she ACCEPTED the response from the business.)

        1/25/2016 Billing/Collection Issues | Read Complaint Details
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        Additional Notes

        Complaint: Square Trade has been nothing but dishonest and have done their best to make sure that they don't honor what they said and what I paid for On 10/06/2015 I filed a claim with Square Trade for my Samsung galaxy S6 edge. Because of how new the phone was my only option was a local repair at an authorized repair depot. I brought the phone in to the shop within 2 days to get it repaired. Due to Square Trade now being in good contact with them it took a long time for it to be deemed unrepairable. During this period I had spoken to multiple square trade representatives in which after about 5-6 calls and 3-4 hours on the phone. Things escalating to managers and supervisors to get things done it was decided that I would be paid the retail price of what I paid for the phone. They refunded me all of the multiple deductibles they charged due to how much of a hassle it was to me and how long it had taken. I was last contacted on 11/20/2015 by someone Representing Square Trade by the name of ******* ****. He informed me that I will indeed be reimbursed for the phone cost and the amount would be $700. On 11/27/2015 the check arrived and was deposited. On 12/4/2015 the check was returned in my bank account. Upon contacting my bank I was told it was because it was cancelled by Square Trade. I have not yet attempted to contact Square Trade again because 1 they have been very dishonest and uncooperative and 2 I have been on a trip and just got back home this morning. I will attempt to contact them one more time, but doubt it will help. They have lied to me. Made many promises they did not keep. For example no call backs. Sending the check to my home address instead of my address I was staying at during my trip. Using the fact I would not be in town and the fact the repair shop would not release the broken phone back to me because Square Trade refused to pay for the repairs the shop performed in an attempt to fix my phone. They have done their best to try to get me to give up and not pursue the coverage I paid for. I also have not been able to call and talk to anyone In this country. They outsource to Pakistan. This is my next course of action in hopes this gets resolved. I am unsure of what else to do.

        Desired Settlement: I am wanting them to reissue a replacement check because they cancelled the first one. I am requesting that they pay me for my time and gas for the multiple trips they had me go on. I am seeking reimbursement for any and all fees incurred due to them canceling the check they sent me after it had been deposited.

        Business Response: Initial Business Response /* (1000, 5, 2015/12/14) */ We apologize the consumer experienced issues with their device. The consumer has been contacted and a resolution has been reached. Initial Consumer Rebuttal /* (3000, 7, 2015/12/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will be attempting to contact ******** from Square Trade shortly. They have not paid me back for the fee they costed me like they said they would. It is more dishonesty on Square Trades part. I also will be asking for mileage reimbursement for the 2 times they sent me there out of the 4 times i drove there. They had sent me there to pick up my phone to then mail it to square trade. They had said that yes my phone was ready to pick up to mail out and just go there to get it. It was not ready either time because Square Trade was refusing to pay the shop for their work. The fastest route from my address to the address of the shop is 14.5 miles one way. A total of 58 miles round trip for both trips. Using the standard federal mileage rate of 57.5 cents per mile it comes to $33.35. I am not asking for the approximately 6 hours spent either in transit or at the store trying to talk to Square trade on the phone with their manager to figure out and fix things. In regards to their response. The issue was not with my device. The issue was with the lies and incompetency of Square Trade. Yes i the customer have been reached. And no a resolution has not been reached. I am sick of the lies. I am sick of the mistakes. This is not a device issue. This is an honesty and integrity issue. Final Business Response /* (4000, 16, 2016/01/05) */ The consumer's reimbursement for the mileage has been processed & will be issued in 7-10 business days. The consumer has agreed that the check cancellation fee will not be reimbursed. Final Consumer Response /* (2000, 26, 2016/01/25) */ I have today received the check that Square Trade had promised. It was mailed out much later than it should but better late than never. I consider this matter to be fully resolved and thank them for making things right.

        1/25/2016 Advertising/Sales Issues | Read Complaint Details
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        Additional Notes

        Complaint: Squaretrade continues to bill me for a warranty on a product that a claim has already been filed for, and the case was closed. Regarding Care Plan ID: XXXXXXXXXXXX, cell phone was broken and a claim was filed to have the cell phone reimbursed. Claim Number XXXXXXXXXX on Aug 17th. I was speaking with ***** (ext ****). He informed me that once the phone was reimbursed, the plan is finished and I can buy a new phone and purchase a new plan for the new phone (Which I did). To my surprise, the old monthly billing of $5.43 continued to charge my checking account since August to cover a phone that no longer existed. I contacted customer service, and their response was that I am obligated to continue paying monthly installments for a warranty plan which covers a phone that no longer exists. I emailed customer service with an attachment of the extra billing, and they replied that extra billing is not occurring on their end...to contact my bank.

        Desired Settlement: I want the billing for Care Plan ID: XXXXXXXXXXXX to stop, and my money from Aug to Dec billing to be reimbursed.

        Business Response: Initial Business Response /* (1000, 5, 2015/12/17) */ We apologize for the issue the consumer experienced with their device. The consumer has been credited back for the monthly charges & the warranty has been cancelled. No additional charges should be deducted from the consumer's account. Initial Consumer Rebuttal /* (3000, 7, 2016/01/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I continue to be charged 5.43/month. Final Business Response /* (4000, 9, 2016/01/20) */ The monthly charges are for another device that the consumer has under warranty. The consumer has been contacted & confirmed there are no additional charges that are unauthorized and being deducted. Final Consumer Response /* (2000, 11, 2016/01/25) */ (The consumer indicated he/she ACCEPTED the response from the business.)

        1/25/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Sending junk phones trying to fulfill my replacement Purchased phone in Sept 2014 but phone was back ordered and not shipped until Oct. 2014. Fast forward to Dec 28th called square trade because my phone wouldn't charge/turn on. Sent phone same day by fedex. Received phone back 29th phone had issue no one could understand when talking. Called square trade again shipped phone back. Was hassled almost a week that my warranty wasn't valid because I didn't purchase it within 30 days. They said my original phone was not economically repairable. I continually explained if that was the case they should t have worked on my phone the first time therefore making the warranty valid. Finally after hours of hassel and arguing my case got a manager to send me a replacement phone. Received the phone 1/13/16 I believe and the phone continually died between 7-15%. Called square trade again and the only nice understandable representative named ***** had a phone overnighted. I shipped that phone back and the one I recieved again now has a a touch screen issue. It's Saturday 1/16/15 my phone works 1/2 the time and square trade won't do anything until Tuesday at which time the will close out the that claim and start a new one. They then are saying I will be sent another junk phone and "if" there is issues with that one then they "said" they will reimburse money to get a phone. I am sick of dealing with this company.

        Desired Settlement: Value of the phone to replace and go purchase one on my own.

        Business Response: Initial Business Response /* (1000, 5, 2016/01/22) */ We apologize for the issue the consumer experienced with their device. We have sent the consumer a brand new replacement phone and it was received yesterday. The consumer confirmed the claim has been resolved to their satisfaction.

        1/22/2016 Billing/Collection Issues | Read Complaint Details
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        Complaint: Service Tech broke screen Squaretrade does not accept responsibility for the damage Our plasma set 1 year old stopped powering on. Service was initiated promptly through Squaretrade, parts received within 2 days. Service tech showed up that day, removed tv from stand removed and replaced one part, one part was not correct (somewhat understandable). New tech showed up the next week when new parts arrived. New parts did not fix the non power issue. tech ordered additional parts. these parts arrived within 2 days even though not fixed at this point Squaretrade was doing very well as far as I was concerned. Technician installs these parts and after four total visits finds this set cannot be fixed because the screen is broken. It did not have a broken screen when first tech inspected tv It was broken by tech handeling. Obviously these techs would not have performed service if the screen had been broken, it is actually the screen behind the glass. The outer glass that shows no sign of damage. At this point Squaretrade has made a decision that the screen damage voids warranty. I asserted if the reason this was not working was because of this damaged screen the tech would have seen and noted this.What kind of tv repair tech would come to a job that the set is not powering on and miss a broken screen. The first tech actually turned the screen towards the wall prior to leaving. (lwas he hiding the damaged screen) After a week it is found. Its is Squaretrade's responsibility to have technicians on sight that can fix issues and not due further damage.

        Desired Settlement: repair broken screen and then continue repair the had been making originally

        Business Response: Initial Business Response /* (1000, 5, 2015/12/16) */ We apologize for the issue the consumer experienced with their device. After reviewing the pictures and the recorded information, our television technicians determined that the damage to the tv was sustained prior to the initial repair. As stated in the Terms & Conditions, Unless you purchase ADH coverage, we don't cover items that are damaged accidentally. This includes water immersion, drops, and spills." A refund has been processed for the warranty. Typically the amount refunded is prorated but as a courtesy the consumer will receive a full refund. Initial Consumer Rebuttal /* (3000, 7, 2015/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) The technician caused the damaged screen. Based on the handling of this set. The samsung owners manual states to have 2 or more people handle it. This tech lifted from one end by himself. He declined my offer for help. If this Crack had been prior to servicing, there is no way possible he would have missed. He hid it by turning the set towards the wall then did not return. I have spoken with Samsung and another local repair company and both have no doubt that the handling by this technical was total innaptopriate. Also had it been cracked prior the handling would have basically split the screen. Consider picking up an 80 pound flexible item from one end. Squaretrade gave no consideration to the facts and timeline. The contract was for repair of this set. They went outside the contract by breaking the set. It is now unrepairale. I would require a replacement set. Final Business Response /* (4000, 14, 2016/01/14) */ Though our television technicians determined that the damage to the tv was sustained prior to the initial repair we are making an exception to payout the consumer for his device. The check has been processed & will be mailed to the consumer. Final Consumer Response /* (4200, 16, 2016/01/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) this has dragged on since Dec 7.On Dec 30 I responded to a message from a Squaretrade rep. they wanted to know what I wanted them to do. I suggested that they replace with a somewhat comparable set Samsung 9500, even though it would still be considered less quality picture than the plasma that they had damaged. Rep said they would respond later that day. No response until I contacted them on the sixth.I was told they processed a check for 2999.99 on the 4th. as this seemed to continue to be dragged out I accepted this. squaretrades current response to BBB is that as the 14th a check will be mailed. This is not acceptable. They broke my tv offered much less than replacement cost and have lied multiple times regarding payment having been sent. I have email to confirm they mailed check according to rep. should have been received days ago Pay for comparable replacement LG OLED $5999.I was acceptable to lesser as we have been without TV and preferred to expedite,however even after accepting less than value they still did not fulfill their end.

        1/22/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Lost my phone,claimed filed 10/08/15 have called everyday. confirmed with fedex it was delivered, keep getting we will call you back and no one does ON, 10/08/15 filed claim on my Samsung Galaxy s phone and my Ear phones. They send me two labels, two different emails From: SquareTrade Warranty Services (*********@squaretrade.com) Sent: Thu 10/08/XX X:XX PM To: ***************@hotmail.com Fedex tracking label # XXXXXXXXXXXX From: SquareTrade Warranty Services (*********@squaretrade.com) Sent: Thu 10/08/XX X:XX PM To: ***************@hotmail.com Fedex Tracking label# is XXXXXXXXXXXX My ear phones come back 3 days later or so..new ones that was tracking number XXXXXXXXXXXX. MY Galaxy S3 phone never comes back. One Representative told me that XXXXXXXXXXXX was a cancel fedex number for them.(nobody says this ever after) I've been calling for over a month. Everytime I get to speaking to somebody they assume I'm lyiing. first call told me to email the emails and that there was no way & why did i send it, & this couldn't have happen,so I email the emails no response back.I called again then after that 14 calls later I just keep getting we will call back until one day i had to yell at the person because each time i call nobody reads the notes,they said they would email the depot and depot never responded to them,then I call again depot finally says they didn't get it, and tells me put a tracer with fedex on it,even doe tracking says it got there on fedex.com.But,I do call Fedex then and place tracer.I call square trade again 3 days later lady is rude saying this fedex number doesn't exist,I tell her you guys told me to put a tracer on it,tells me fedex # doesn't even go to their system,Then i told ok then i will call them back,instead she calls them 3way which i liked because they told her they delivered to their Address at the shipping drop off area.We get off phone with fedex then the representative says oh I'm sorry yes it did get there then so i will email depot and give call back to you when they respond...nO response ever, call back again,and again til it reaches 11/23/15 were they go grab a supervisor,supervisor stats its been to long and we can't find your phone,we will be just refunding your money for phone can you give us at least 24 hours and you will be emailing you ,I ask are you really going to email?He says yes,yes this is all getting expedited this has gone on to long.Never get that email call again, person says notes says still looking for phone calling depot.....I guess that manager/supervisor was lying, called again today to check what next person has to say....retelling the story again he tells me you never sent it...i explain i did that the label he is looking at was the label one of representative did because he didn't know i had already sent my phone to them with the label sent before hand.He then ask to put me on hold, gets back on phone after 3 minutes,and says I know your upset ma'am but unfortunate i can't get a hold of Fedex that fedex number doesn't go to nothing.I tell him won't you go google it, or look up on fedex.com like one of ya'll told me and you will find it..stats he did, now I know he is lying because the tracking number goes right to page and tells you it was delivered....I hang up and then start writing this complaint...PLEASE HELP.I really just wanted my phone back with all my pictures etc... This a copy&paste of Original purchase 2/12/14 Virgin Mobile Samsung Galaxy S III White, 30 Days Prepaid Card & Plantronics Bluetooth 1 $766.48 SKU: XXXXXXX BUNDLE SKU: XXXXXXX RETURN POLICY: 30 Days from Receipt, Unopened MODEL: BBXXXXXXXXbun WARRANTY: 1 Year Limited SquareTrade 2-Year Phone Warranty Plus Accident Protection 1 $116.81 I'm thinking they just aint tryin

        Desired Settlement: To find my phone and give it back to me or please refund like was promised on the phone on 11/23/2015 by a supervisor management that was responsible as one of the representative said...

        Business Response: Initial Business Response /* (1000, 5, 2015/12/02) */ We apologize the consumer had issues with their device. We are unable to find an account associated with the consumer's information. The consumer has been contacted but we have yet to receive a response. Initial Consumer Rebuttal /* (3000, 7, 2015/12/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) ******* called at 4;45pm while I was at work..so Could not answer my phone..called back left message, called today left a message Gave me direct extension but it goes straight voice mail. Everytime I have ever called Squaretrade I give them my number and email and they pull up my file just fine..I have over 15 products on their program, maybe more because I've been using them for many years & this is the first time I've ever had to deal with this..My email and phone number are associated with my orders, The number she gave me to call is a saved number in my phone so i know its the same place, IF I have to i will send all my detailed files to show that my files are associated with my phone number and email I provided...the same number they are calling. I'm actually scared to send my camera in because of whats going on..I've spent alot of money with this company thru the years if ******* is having trouble finding it..maybe she might want to get someone else to look. Please I can email you guys with all my papers with them and I can send you emails from them and I can send you receipt. They are still playing cat and mouse with my phone..now saying they can't find my Account with my info..pLease can I get a email to send in my emails from them and copys, its now almost about to hit 2 months since I filled my claim and they lost my phone, and since I first called them to ask about it. There is many notes on my file about this because when I call the operators always start reading them after I ask them to. My phone had plenty of memories and plenty of my info in it and now who knows where it is. I've spoke to resolutions specialist there twice ( at least I was told thats who it was) they always say they will call back and never do, say they will email and never do, said it had been to long and they was just going to cash out..here I am 2 weeks later not cash out..no phone. no nothing...just false info, lies, and I have so much products with insurance with them but now i'm scared to send..I payed for this program and they are failing me Final Business Response /* (4000, 21, 2015/12/24) */ There was miscommunication and a prolonged delay with the consumer to receive their device. We truly apologize about the consumer's experience. To resolve the claim, the consumer will be paid out based on the retail price of the device. We have also compensated the consumer for the warranty price. Final Consumer Response /* (4200, 23, 2016/01/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have not sent check at all..I just called right now at 9:50pm. I actually have a email of when this whole conversation took place and was told on phone as soon as I sent phone that was unable to get activated, for me to use it back they would release check. Called today to check status was told that they did receive phone,but after that there was no active activity on the account and they needed to call deput so that someone can look into it because there was no kind of activity after they go phone back.Gentle man stated he was so sorry & unfortunatly reading the notes on the case it is very unfortunate and he is sorry that this has happen again. there was no way of expediting, I gave them a benefit of doubt I actually waited for the check before I could report to bbb that I accepted because for some strange reason I knew they would do what they have been doing the whole time if I had just accepted it. Which I would have just complained a new complaint if this expired. Because Like I said they are just telling me and BBB stuff so that I stop bothering them, and this is not right. I still am without phone using a phone that is not very functional that I had in a drawer. Ask if he could payPal since this all happen again and he said no..so bascially no check still waiting since 10/2015 til now and stil no resolving of this. NO PHONE< NO NOTHING from them This is very unacceptional in every way, very bad when all I wanted was my phone in the first place, then they sent me a phone that was activated already which virgin mobile said they couldn't even fix because they didn't know if it was stolen (they made me look Bad) to call where I got it from which is SQUARETRADE and I had to send back to them...but they didn't do there part and I'm still sitting here with no kind of justification..no expedite of anything..Nobody trying to make things happen in a timely matter since I've been waiting since OCTOBER just loads of lies and sad thing is I have over 12 items insured with them still that Scared of their very bad irresponsibility, lying, etc. How about give me all my money back from all my claims because basically what if this happens again? can't trust them. I have many claims and Please if I could speak to BBB customers service I can send you emails confirming what I said from them, and I can send you copy's of all my items insured by them. IF they want to get rid of me give me my money back from all the claims with them and I will never work with them again. THIS IS PURE BS no kind of customer service, Just say stuff to get you out their way. They didn't even expedite the already activated phone to be sent to me, when they sent it. THEY DON't care...They paypal 2-3 years ago with me on another item and they know they have to capabilitie they are just BS to get BBB off of them.....PLEASE LET ME EMAIL YOU MY EMAILS AND CLAIMS my PRODUCT WAS over $800 dollars I let her cash me out $499 so who got jipped here ME, NO phone, no money for a phone, still waiting 3months now? COME ON FIX THE PROBLEM or Cash out every claim I have with you and for their satification I won't deal with them ever again its ok Why go thru hassle when I shouldnt have too because I pay for my insurance all of them. If BBB WANTS my reciepts I will send them to them along with price of phone at purchase, plus emails them theirselves sent me, plus...Time is still adding up and they still doing the same thing...IGNORING THE sITUATION

        1/22/2016 Problems with Product/Service | Read Complaint Details
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        Complaint: We have a warranty with square trade on our printer/scanner/. On Nov. 5, 2015 I filed a claim and to date we still have not had a tech out to fix it. We purchased a warranty through Amazon for our OKI Printer - CX2731. With this we also purchased a warranty through Square trade. In the past 3 months they have been out here at least twice for the same problem. On Nov. 5th I filed a claim because our printer was not working. I have called several times and each time I am told that a technician will call me within 24 hours, but I have not received a call. I called the technician and gave them the claim number and I was told that that claim number was not for our company, it was for a company in Hawaii. Each time I call I am on hold for about an hour. When I called on 11/25, I was told a supervisor would call me back within 24 hours. To date no supervisor has called. I called again today, December 1st and was told that a tech would call within 24 hours. They would not put me on the phone with a supervisor or give me the information for their legal dept. I see that they are BBB accredited so I need your help in getting my printer fixed. The claim number is XXXXXXXXXXXX

        Desired Settlement: I would like the printer fixed or replaced with a new one.

        Business Response: Initial Business Response /* (1000, 5, 2015/12/03) */ We apologize the consumer experienced issues with their device. Our records indicate the consumer has spoken to management and they agreed to an appropriate resolution. The consumer has been contacted but we have not received a response. Initial Consumer Rebuttal /* (3000, 7, 2015/12/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The manager contacted me and said they will give us a full refund. He said that he would send an affidavit by email. I was assured that it would be emailed to me immediately. To date we still have not received the affidavit and I emailed the supervisor but he hasn't responded. Final Business Response /* (4000, 18, 2016/01/13) */ The consumer's check was processed on 12/30/2015. It appears to be a delay due to the holiday. We are requesting the consumer wait the standard 7-10 business days (1/15/16) it takes to receive the check. We will reach out to the consumer on 1/15/2016 to confirm delivery of the check. Final Consumer Response /* (4200, 22, 2016/01/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) The December 30, 2015 they claim to have sent was the second check issued. We were told that on 12/9/15, they sent a check which never reached us. Then I called to follow up and on 1/6/16 and was told a replacement check was sent on 12/30/15, and to call back the following week if we didn't receive the check. On 1/12/16 I called and spoke with Liam he said that actually the check was sent out on 12/31/15 and if we didn't get it by the 13th, they would issue another check and send it out via fed ex. He said their policy is that if check doesn't arrive on 2nd mailing, they send it fed ex. I called back on 1/13/16 and spoke with***** in the resolution dept xt. 1753 and he said that we had to wait until 1/15/16 and if check didn't arrive they would send out another check. However, he said that I was given erroneous information that they do not send out checks overnight or in any way that can be tracked. His solution was to send it to another address. I told him that sending it to a different address is not an option. This is a law firm with only one location. I would like another check to be sent via overnight. There is nothing wrong with our address, everything else gets here. Square Trade is either not telling the truth about check being sent or there's a problem in their mail dept.

        1/19/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Refund My printer stopped functioning properly so I returned it to them, it's now been 2.5 weeks since I was supposed to get my refund and keep getting the run around say square trade. They claim that someone put the wrong email address to pay by PayPal...nonsense. Spoke to ******* who ensured me I would get it in several hours and that was10 days ago. I just called again and was given the same song and dance about the PayPal transaction was cancelled because of wrong email again. I just want my refund so that I can purchase a new printer.

        Desired Settlement: Refund immediately

        Business Response: Initial Business Response /* (1000, 5, 2015/12/28) */ We apologize for the issue the consumer experienced with their device. The payout for the device was originally processed with incorrect information. The issue has now been resolved and the consumer confirmed the reimbursement has been received.

        1/19/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Sent a dead laptop with water damage in for repair, several weeks later and still no laptop or replacement/reimbursement. Customer Service is no help On November 22nd, I submitted a claim for my Toshiba laptop which had water spilled on it to squaretrade, and right away the claim was approved. This is where the issue begins. After being informed that I shipping box was being sent within two days, I wasn't surprised that it took longer than two days considering it was several days before thanksgiving and the post is a mess. What I wasnt expecting was that I never received the box util December 3rd. It was then that I learned that the box wasnt shipped until November 30th. I sent the box and laptop back on December 3rd, and they received it on the 7th. I was then informed that the day it arrived, it was to be delayed and finished by December 18th due to parts being ordered, even though it hadnt been there more than an hour. I was extremely annoyed by this and when I contacted the claims department to figure out what was going on, they had no answer. So throughout the past two weeks I have been given multiple different answers and dates for when it would be finished and none of these have been true. My plan is 220 dollars and the laptop is valued at 850 dollars. I purchased the Accidental Damage plan which covers spills and accidents. The representatives, while friendly, are extremely unhelpful and use the same script to deter customers from getting any information on the status of their claims. Long story short, squaretrade uses faulty information and lies to get out of honoring guarantees and should not be trusted.

        Desired Settlement: I would like to receive a full refund for the price of the laptop, totaling 850 dollars, as well as the refund for the protection plan which they claim to have sent, yet I have not received it as of 12/19/15, and have absolutely no reason to believe that they will honor this.

        Business Response: Initial Business Response /* (1000, 5, 2015/12/28) */ We apologize for the issue the consumer experienced. Our records indicate this complaint is currently being resolved by an resolution specialist. The consumer has been contacted and will reach out to us if there are any additional concerns.

        1/19/2016 Problems with Product/Service | Read Complaint Details
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        Complaint: Refurbished replacement provided has issues and will not replace beyond 30 days of initial claim. I filed a claim on my iPhone 6 in September #XXXXXXXXXXXX. I received a refurbished replacement which seemed fine initially. Randomly the down volume would appear to be held down. I attributed the issue to the case interfering with the buttons. I eventually realized it was a malfunctioning down volume button. the rest of the phone is phone. This was not horrific issue and I didn't immediately call as it is such an inconvenience to swap out a phone. When I called they said they would only honor the refurbished phone for 30 days and i would have to pay another $65 for the faulty phone that was issued to me.

        Desired Settlement: I merely want the phone replaced, or even better a local repair. the phone is otherwise fully functional. I paid a lot of money for the warranty and also for this refurbished phone that was clearly not fully tested.

        Business Response: Initial Business Response /* (1000, 5, 2015/12/29) */ We apologize for the issue the consumer experienced with their device. If a repaired device malfunctions within 30 days the consumer can contact us to have the item repaired and the deductible is waived. The consumer contacted us after the 30 day period and as stated in the terms & conditions there is a $65.00 deductible for every claim filed. The consumer has been contacted via email & by phone to resolve this complaint.

        1/19/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: I have full coverage from this company for my device. They allegedly repaired it and it is not repairable, but they won't reimburse me. I have taken very good care of my chromebook keeping it from any physical damage. The issues with it are internal so this company refuses to reimburse me. They punish honest customers who are not careless with their devices by refusing their claims unless they drop their device. If I was dishonest, I could have an "accident" with this device so it no longer worked, and they would replace it. Since I'm honest and won't be careless with the device, they refuse to replace it. I've already been without it for days when they allegedly repaired, it but when it came back it still had the same issues and even more wrong with it. The manager, **********, told me that even though I sent them an email within the 90 days time, he didn't receive it so I'm not covered. This company is not fulfilling their legal promises to replace or reimburse for issues which can't be repaired. I need a full reimbursement as I was promised, so I can purchase a new device which doesn't have these unrepairable internal issues. It is not my fault that this company doesn't respond to their emails and I spent 45 minutes on the phone with them today, only to be told that since I took good care of my device and it is still running, I don't deserve to be reimbursed.

        Desired Settlement: Full reimbursement for what I paid at Staples so I can purchase a device that is not internally damaged.

        Business Response: Initial Business Response /* (1000, 5, 2015/12/29) */ Wa apologize for the issue the consumer experienced with their device. The consumer has been contacted by a resolution specialist to resolve the compliant. The claim has been approved for payout. Once the consumer returns the device a check will be issued for the amount paid.

        1/19/2016 Delivery Issues | Read Complaint Details
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        Additional Notes

        Complaint: Don't Comply with Their Own Contracts Purchased SquareTrade Warranty for phone on EBay I purchased for my little sister. Read all the terrible reviews, took my time, and thoroughly read the contract before I signed. I then printed the contract and still have it. (Purchased for $56.99 for 3 years) So a year goes by, my sister drops the phone and cracks the screen as well as rendering the power button inoperable. (Can't turn it on) So, call SquareTrade and they insist I only purchased the basic plan that does not cover accidental damage. Remember, I have the contract stating I did. But, according to their system (and Ebay has erased my transaction) this is what I purchased and I have nothing to prove them wrong because all the digital records are with them. I have a printed but not the signed contract. After arguing, they immediately offer to refund the full square warranty ($56.99) but will not pay the claim ($200). Good customer service or nice-ness? I think not, they don't actually offer a product they live up to, this tactic of refunding means they never pay claims. The internet is filled with millions of stories of how SquareTrade has screwed people, not all of them just didn't read the contract, and I am certainly not one of those. How has no one probed their practices and ended millions of people being screwed by this 'company'? (That doesn't deliver on their products) Hmmm, I don't know maybe too many lobbying $$$$'s....

        Desired Settlement: Live up to the contract and replace the phone

        Business Response: Initial Business Response /* (1000, 5, 2015/12/29) */ We apologize the consumer experienced issues with their device. Our 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 devices. Per the term & conditions, Unless you purchase ADH coverage, we don't cover items that are damaged accidentally. This 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.

        1/19/2016 Delivery Issues | Read Complaint Details
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        Complaint: Cannot get Square Trade to honor their contract on my laptop. They continue to mislead me and have been untruthful with their responses On 11/14/15 Square Trade received my wife's laptop for repair. (claim # XXXXXXXXXX) Their contract states that the item would be repaired or replaced within a five day period. It is now 12/28/15 and I not only do not have a repaired item, I do not have a refund, and I have made multiple calls to Square Trade to complain, (at a waste of roughly 5 hours of my own time). Additionally, when I call, I am told a different story each time. I have been told the laptop needed parts, I have been told the laptop was repaired and shipped, I have been told the laptop was not repairable, I have been told a refund would be debited to my paypal acct., I have been told I would have a check mailed to my house in 2-3 day. What hasn't happened is a resolution to my problem or Square Trade living up to the terms of their agreement. I have spoken to two supervisors who assure me the will expedite the claim, the last one being over 10 days ago.

        Desired Settlement: I would like Square Trade to honor their contract with me, stop apologizing, and do what they should have done all along. I would like a replacement laptop or a refund mailed to my home immediately! Additionally, I feel Square Trade should refund me the cost of the warranty they did not honor per their contract.

        Business Response: Initial Business Response /* (1000, 5, 2015/12/29) */ We apologize for the issue the consumer experienced with their device. Our records indicate the consumer has been refunded for the warranty and the claim has been processed for payout on 12/28/2015. The consumer can expect to receive the refund and payout in 7-10 business in the form of a check.

        1/19/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Square trade is not putting my warranty I paid for in their system. I paid for a warranty at Sam's club and they say it is not in their system. They asked for a copy of the receipt, and I sent it in September. They said they would put it in the system and never have. I have called 6 times, each time I am on the phone for almost an hour. Most of the time on hold. I believe I have been patient enough. My Grandchildren have been without their tablets for a long time and need them for school.

        Desired Settlement: I want them to replace my tablets with their warranty.

        Business Response: Initial Business Response /* (1000, 5, 2016/01/05) */ We apologize for the issue the consumer experienced. The consumer has been contacted by a resolution specialist to resolve this matter. We are awaiting the proof of purchase to verify the transaction and move forward with the consumer's claim. Initial Consumer Rebuttal /* (3000, 7, 2016/01/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) As written in my previous report , I have sent three copies of the receipt and was told by an employee that he had seen it. I sent another copy of the receipt on 01/06/2016 and it has yet to show up in my Square Trade account. Nothing has changed from the original complaint except for the fact that I have sent yet another complaint and have not received my warranty. If you need copies of the emails I have sent with the copy of the receipts, please let me know. I will be ***** to send my proof in to the BBB. Final Business Response /* (4000, 9, 2016/01/14) */ The consumer responded by providing a receipt for the purchase of the device but not the purchase of the warranty. At this time we require proof of the warranty in order to move forward with filing a claim. Final Consumer Response /* (2000, 11, 2016/01/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Sam's Club told me that Square Trade owns my warranty and this is not true. Please remove my complaint against Square Trade. My apologies to Square Trade

        1/19/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Consumer was forced to accept a reimbursement for the damaged product even after having been promised a replacement item on three separate occasions. The consumer's covered cell phone was damaged and quickly approved for a replacement phone, although of a different color. The replacement phone did not arrive the next day as promised. The consumer contacted Squaretrade a second time and the situation repeated itself. The consumer contacted Squaretrade a third time, and the situation repeated itself again, only this time an email was sent to the consumer later the same day stating: "Congratulations, your claim has been approved for reimbursement." This is infuriorating since reimbursement is an option the consumer had repeatedly refused over the phone. The consumer contacted Squretrade a fourth time and asked pointedly if she was being forced to accept a reimbursement. The representative simply said 'yes.' By the end of the ordeal, the consumer had spent a total of about 2 hours on the phone (mostly on hold) and more than two weeks of waiting for a new cell phone which would never arrive. There is still an expected wait of about 10 days to be able to replace the cell phone (because of processing time for the reimbursement check, and the need to send in the damaged phone), which was needed urgently today as the school season continued. The consumer will never again buy a warranty with Squaretrade.

        Desired Settlement: The consumer would like Squaretrade to send her a replacement phone, overnight, as they themselves have promised three times in a row. The most recent claim number is XXXXXXXXXXX, and the claim is listed under the name of the purchaser, ***** ******. The consumer is willing to accept an alternate color and/or memory size.

        Business Response: Initial Business Response /* (1000, 5, 2016/01/12) */ We apologize the consumer experienced issues with their device. Per Terms & Conditions, Depending on the item and failure circumstances, We will either: Repair Your Product, or; Provide a cash settlement or a Gift Card reflecting the replacement cost of a new item of equal features and functionality up to the Coverage Amount, or; Provide a new or refurbished product of equal features and functionality. We resolved the consumer's complaint by paying them out for the device. At this point the consumer's claim has been resolved. Initial Consumer Rebuttal /* (3000, 7, 2016/01/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) As of today, January 14, 2016, (21 days after the original claim was made) I haven't received any reimbursement check nor further communication from Squaretrade, except for this response to the BBB. I guess I I'll have to call them again, explain the whole situation to a new rep, get put on hold for a ridiculous amount of time, and listen to another empty promise of a replacement phone or reimbursement. According to the last rep I talked to (before filing with the BBB), the reimbursement should have come three days ago. If Squaretrade were interested in resolving this issue, they would have contacted me by now. Final Consumer Response /* (2000, 10, 2016/01/19) */ The issue has been resolved.

        1/15/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Submitted a claim to have cell phone fixed. Unable to be repaired. Continue to await reimbursement for phone. In November I submitted a claim to have battery replaced on my cell phone. I was sent the wrong battery by suare trade and told it was possible to replace ourselves. The phone I have does not have a removable back, it has to be done by a professional. We called square trade again and went to a repair shop recommended by them. Shortly after that my phone began having problems, the screen was completely pixelated. So we filed a claim and were told to send the phone to square trade. The phone was "repaired" and returned to me. Less than a week later the phone was still having problems. We called square trade, were told to again return the phone. They had the phone for three days during which time we received no communication updates from them. Then suddenly FedEx appears with my phone charger and NO phone. My husband called and finally was told that we would be reimbursed $749.00 for a new phone. So we went out and purchased a new phone. Then the next day I'm getting an email from square trade saying they are sending me a replacement phone. So we call again and I speak with******** at x **** who says that that was a mistake and now we have to send the replacement phone back to them. At that time they will be able to issue reimbursement for the replacement phone. We received the phone in the mail, it was the wrong phone, a model prior to my current phone , and fedex it back. They received the phone on Dec. 18. After calling to confirm they received the phone on December 21 we were told that we would be reimbursed by check in the amount of $749.00 in 7-10 business days. It is now Jan 5 and we have still not received any compensation from square trade. We again called and of course they hadn't even attempted to reimburse us. The customer service has been horrible and we have been nothing but patient with Square Trade. After speaking with a supervisor there yesterday my husband was again told it would be 7-10 business days for us to be compensated . Shortly after that I got an email saying that they needed my old device before they could reimburse us in the amount of $480.00 and they attached a FedEx label to mail the device back. They have had the device in question for over two weeks now. I am fully confident they have no clue what they're doing at this point. It shouldn't be this difficult to file a claim. One of the claim numbers we have received is XXXXXXXXXXXX The customer support number is XXX-XXX-XXXX

        Desired Settlement: What we want is for Suare Trade to reimburse us for the phone in the amount of 749.00$ as they said they would several weeks ago.

        Business Response: Initial Business Response /* (1000, 6, 2016/01/12) */ We apologize for the issue the consumer experienced. Our records indicate the consumer reimbursement has been processed and the claim is resolved. Initial Consumer Rebuttal /* (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 $480.00 , not the $749.00 as we were told the claim is resolved. I will never purchase a warranty from suare trade again or recommend them to others.

        1/15/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: I was promised a refund and was authorized a refund for the charges I accumulated for fixing my iPad Air. I received confirmation in writing. On Dec 21, 2015 I was promised a refund and was authorized a refund for the charges I accumulated for fixing my iPad Air, $ 319 .93. I have in writing confirming this amount is to be mailed to me. I received confirmation in writing. Shortly that day, they replied back saying my check would be in the amount of $0.

        Desired Settlement: Check for $ 319 .93 as promised in writing.

        Business Response: Initial Business Response /* (1000, 5, 2015/12/30) */ We apologize for the issue the consumer experienced with their device. Our records indicate the consumer's check has been processed. We ask that the consumer allow 7-10 business day to receive it. Initial Consumer Rebuttal /* (3000, 7, 2016/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I await for the check. Thank you. Once received I will close complaint accordingly. ***** Holidays! Final Business Response /* (4000, 9, 2016/01/14) */ Our records indicate the consumer's check should have been received. We have left a message for the consumer to confirm delivery of the check. Final Consumer Response /* (2000, 11, 2016/01/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)

        1/15/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Failure to honor warranty claim on my laptop. Refusal to repair my laptop or to issue a reimbursement check. Have had no laptop for over 2 months. I initially filed a claim on accidental damage of my laptop on 10/27/2015. Squaretrade said they would send me a box, which I would have to send to the repair facility. I put my computer in the box and followed all instructions. They charged me a $75 deductible IN ADDITION TO the $129.89 I initially paid for the warranty. ONE MONTH LATER, they returned the computer and it was still damaged. There was no report on what was repaired, or if it was even repaired at all. I called them and they said I could send it back but I would have to wait for them to send ANOTHER box. So I RE-SENT the laptop and it has been at their repair facility ever since. Basically, Squaretrade has STOLEN my laptop, refused to repair it, and has refused to issue me a reimbursement check. I communicated with a man named ******, who sent me the following email on 12/8/2015: "Hello ******, I apologize for delay caused. I have been in constant correspondence with the service center in an attempt to have the repair expedited. Due to the time consumed in ordering the necessary parts to complete repairs, we are pushing this claim to a pay out. We would reimburse you the purchase price of the laptop, i.e. $549.99 in a form of a check which will be delivered to your mailing address on file within 7-10 business days. The request for the check would be processed by this week. This will result in the warranty being completed. If you sent the hard drive along with the laptop, we would be returning it to you. If you have any more questions, please feel free to reply to this email. Otherwise you can also visit squaretrade.com/help. Thank you, ****** SquareTrade Care Specialist re: Ticket #XXXXXXXXXX" Unfortunately, this was only a ruse as the next day they told me the laptop is on its way back to me. This was a lie as I have heard no word of the laptop coming back OR of a reimbursement check. At this point I am sick of all the lies and want a check RUSH delivered immediately AND a refund of my deductible AND a refund of my initial warranty fee. Squaretrade has been nothing but a pain for me with regard to this laptop.

        Desired Settlement: At this point I am sick of all the lies and want a check RUSH delivered immediately AND a refund of my deductible AND a refund of my initial warranty fee. Squaretrade has been nothing but a pain for me with regard to this laptop.

        Business Response: Initial Business Response /* (1000, 5, 2015/12/17) */ We apologize for the issue the consumer experienced with their device. Since the consumer's device is not repairable, the claim will be paid out. For the inconvenience the consumer experienced we are issuing a refund to the consumer for their warranty. Initial Consumer Rebuttal /* (3000, 7, 2015/12/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will close this complaint once all payouts and refunds are finalized. Complaint Response Date bumped because: Holiday Final Business Response /* (4000, 9, 2015/12/30) */ The consumer confirmed as of 12/30/2015 the reimbursement check has been received and the complaint is resolved.

        1/15/2016 Billing/Collection Issues | Read Complaint Details
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        Additional Notes

        Complaint: Filed a claim for my washer , was sent parts in advance and was told a tech would contact to make a appointment . A tech called 12/1 and said he was in the area , there had been no advance notice and no appointment was made for that day . Could not have washer looked at that day . Been waiting for a call to make an appointment , tried emailing but received no reply from this company .I called today and was given the number X XXX XXX XXXX the woman answering the phone sounded as if she was asleep , did not sound like a business at all . NOW I AM BEING TOLD there are no appointments it`s if the tech is in the area he will service the washer !!!

        Desired Settlement: I needed an appointment after 3:00 PM not when and if there is a tech in my area ,

        Business Response: Initial Business Response /* (1000, 5, 2015/12/08) */ We apologize the consumer experienced issues with their device. Our records indicate additional parts have been ordered for the device. Once the parts have been received she will be contacted to move forward with an appointment. The consumer has been contacted via email and phone regarding their concerns. Initial Consumer Rebuttal /* (3000, 7, 2015/12/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I still have not received the parts needed Final Consumer Response /* (3000, 13, 2015/12/23) */ I ask the check be sent asap because we do need to replace the unit as soon as possible. I truly hope as stated that this "technician" will no longer be used by squaretrade for he is a liar and not qualified . Final Business Response /* (4000, 15, 2015/12/30) */ The consumer's check was processed oh 12/18/15. We ask that the consumer allow 7-10 business days(excluding holidays) to receive the check.

        1/14/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: My wife's cell has a crack on the screen. It is not shattered or anything. It is a defect from OEM. She has an Otter Box case and never dropped it. I contacted SquareTrade to get my wife's phone replaced because the screen suddenly cracked. It appears to be an issue from the manufacturer and she has never dropped the phone or harmed the phone in any way, shape, or form. She has had an OtterBox case on the S5 since day one and I have paid for a warranty service to replace such issues. I contacted SquareTrade and they asked me to provide photos and have ignored me for 5 days. No denial, no response. Nothing. I am asking that they honor their warranty agreement that I paid for.

        Desired Settlement: I simply want SquareTrade to fix or replace the S5.

        Business Response: Initial Business Response /* (1000, 5, 2015/12/11) */ We apologize for the issue the consumer experienced with their device. The consumer has been contacted to resolve the claim. Our records determined the consumer purchased a plan that does not cover Accidental Damage from Handling. We are requesting pictures in order to determine the type of damage sustained to the device. Initial Consumer Rebuttal /* (3000, 7, 2015/12/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response because I have sent pictures twice and I never heard back. Actually I was ignored when I emailed for updates hence the reason I am filling the complaint. The issue is not with coverage it is with a manufacturer flaw on the S5. There is a lot of documentation on it. Final Business Response /* (4000, 9, 2015/12/24) */ We have requested the consumer send pictures of the crack in the phone to verify the damage. Once the damage has been evaluated we can move forward with an appropriate resolution. Final Consumer Response /* (4200, 11, 2015/12/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) Have already done this twice before with no response. Also asked for follow ups and was ignored.

        1/14/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Company doesn't stand behind their warranty. I purchased my IPhone on November 25th 2015, I purchased my extended warranty on December 10th 2015, within the 30 day period that is required. On Decemeber 13th 2015 I was getting in my car and my phone fell to the ground and cracked, according to the contract I signed I should have been covered 1 day after purchasing the warranty, which means that this incident should have been covered. I spoke with several reps for several hours as well as very long hold times only to find out that my claim that was previously approved, has been closed without an explanation and after requesting to speak with a manager and or a supervisor, I was denied each time. My claim was closed prior to me being able to get the phone repaired. I am looking into taking this to the media and an attorney for breach of contract and false claims and advertisement.

        Desired Settlement: I would like my phone fixed since my claim was initially approved.

        Business Response: Initial Business Response /* (1000, 5, 2015/12/17) */ We apologize for the issue the consumer experienced. Our Assurance team determined that the item was misrepresented. Based on the Terms & Conditions we do not cover items that are fraudulently described or misrepresented. The consumer's warranty has been cancelled & refunded.

        1/14/2016 Billing/Collection Issues | Read Complaint Details
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        Additional Notes

        Complaint: I bought insurance,but they do not want cover damage i have been told everything would be be covered unless lost or stolen,that is why I bought,but I called yesterday about my damage phone,they told me that is not covered.it doesn't make any sense when somebody paid for and they do not want to do the service.

        Desired Settlement: full refund

        Business Response: Initial Business Response /* (1000, 5, 2015/12/17) */ We apologize for the issue the consumer experienced with their device. The consumer did not purchase accidental damage from handling for the device. Per the Terms & Conditions Unless you purchase ADH coverage, we don't cover items that are damaged accidentally. This includes water immersion, drops, and spills. The consumer's warranty has been cancelled and refunded in full. Initial Consumer Rebuttal /* (3000, 7, 2015/12/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I called them before I purchase the issurance,otherwise I wouldn't buy it. Complaint Response Date bumped because: Holiday Final Business Response /* (4000, 9, 2015/12/24) */ Our records indicate the consumer's warranty contract does not include Accidental Damage from Handling. If the consumer believes it was purchased and can provide documentation we'd be ***** to reinstate his claim. Currently the warranty has been cancelled and the consumer has been issued a full refund. Final Consumer Response /* (4200, 11, 2015/12/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not receive the full refund,I wouldn't buy the insurance if they do not cover the phone drop and damage.that waste my money

        1/14/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: this involves failure to receive my refund check I've spoken with three representatives on three occasions the last reps name is *** he is at +X-XXX-XXX-XXXX extension ********* issue has been going on from Nov 2015 to January of 2016.I am supposed to receive compensation in the method of a check for $124 in compensation because my phone was un repairable

        Desired Settlement: on three occasions I was told that I would receive a check within 3 to 5 business days so that is what I'm expecting without any delay

        Business Response: Initial Business Response /* (1000, 5, 2016/01/12) */ We apologize the consumer experienced issues with their device. The specialist resolving the claim did not properly handle the payment process causing a delay in receiving the check. The issue was escalated and the check was processed on 1/5/2016 the consumer can expect to receive it in 7-10 business days. Initial Consumer Rebuttal /* (2000, 7, 2016/01/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received the check

        1/12/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Have failed to honor their promise of a refund. Returned broken device to them and they failed to honor their side. Claim number XXXXXXXXXXXX The sole purpose of this company is to provide supplemental warranty coverage. They have a 2-day service guarantee. A claim was filed on October 20 and it is now Dec 18. They continue to talk about their corporate culture, values, etc etc and have given me multiple extensions and names that seem to be completely fraudulent. The phone service seems to only exist to talk, but not provide any actual service.

        Desired Settlement: Honor their agreement to send me a valid check or store credit for $99.

        Business Response: Initial Business Response /* (1000, 5, 2015/12/28) */ We apologize for the issue the consumer experienced with their device. We have reached out to the consumer and confirmed the reimbursement check was received on 12/28/2015. Initial Consumer Rebuttal /* (2000, 7, 2016/01/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) 3 hours after BBB said they would look into this the company sent me an email and made good. thank you.

        1/11/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: I made a claim on an iPhone 6S I submitted receipts and was instructed to get it fixed. Company will not reimburse as promised in writing. I purchased the policy for an iPhone 6S and have kept it in active standing. I submitted a claim with the representative over the phone and was told it would be processed. I received an email telling me that my claim was received. I called back and was informed that I was approved to have it serviced by a third party. I did such and submitted the receipt, now the company refuses to pay and is asking for business information such as the Tax ID number. This is not reasonable. I've informed the assurance team of this. Regarding issue: XXXXXXXXXX ADDITIONAL DETAILS: Case is being handled by another organization: Tennessee Attorney General's Office

        Desired Settlement: SquareTrade has already approved and notified of payout. They need to send the payment for this claim.

        Business Response: Initial Business Response /* (1000, 5, 2015/12/07) */ We apologize that the consumer experienced issues with their device. The consumer has been in correspondence with a resolution specialist and we are currently awaiting a response to move forward. Initial Consumer Rebuttal /* (3000, 7, 2015/12/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) UNSATISFACTORY: The business apologized for the issue via a recorded voicemail message and has promised a check will be issued to me without additional unnecessary delays. It has been a week since they claim the payment was processed; yet, I've received nothing. I continue to await repair, despite many, many emails, promises, and web notifications of a payout. This is the final straw. The only way to make an impact on this company is to make it painful for them-- and I intend to do just that. Final Business Response /* (4000, 9, 2015/12/17) */ The consumer's payout was processed on 12/16/2015, the funds should be received in 7-10 business days. Final Consumer Response /* (2000, 11, 2016/01/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company provided false notifications of payout three times. The payment was received however I recommend that you avoid this company in the future.

        1/8/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: I received two emails today regarding purchasing protection plans. I DID NOT purchase protection plans and called cust serv and they put me on hold I shop through Evine live, formally Shop HQ, and spoke with ***** in customer service who said that two warranty plans were purchased through Evine live. I DID NOT authorize or purchase two protection plans in October.

        Desired Settlement: 1) REFUND 2) I DO NOT want my personal information and credit card information shared with this company

        Business Response: Initial Business Response /* (1000, 5, 2015/12/14) */ We apologize for the issue the consumer experienced. Our records indicate that the purchase was initiated on a reseller's website. The consumer's refund was initiated on 12/8/15 and the funds should be returned in 7-10 business days. Initial Consumer Rebuttal /* (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 /* (4000, 9, 2015/12/16) */ The purchase of the warranty was not done on the SquareTrade website it was through a separate reseller. We 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 database. The consumer's refund was initiated on 12/8/15 and the funds should be returned in 7-10 business days. Final Consumer Response /* (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 address. I want COMPLETELY removed from their database. I want ALL personal information REMOVED from their database

        1/8/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: This company is refusing to honor a warranty purchased from them covering a laptop which was destroyed. On November 4, 2014 I purchased a MSI CX61 2PC-499US 15.6-Inch Laptop from amazon.com along with a 3 year warranty for the laptop which was provided by Square Trade. My house was completely destroyed in a fire on December 4, 2015, all contents included. I can provide documentation of this. After contacting square trade I was told they would not honor the warranty I purchased as the laptop was considered lost and not damaged. I will be ***** to sift through the rubble of what used to be my home and find the melted chunk of plastic that once was my computer if they really want it but common sense would say a fire report should suffice. They offered me a refund of what I paid for the warranty, $144, which I refused.

        Desired Settlement: I want the warranty I purchased to be honored, in the amount of $699.99.

        Business Response: Initial Business Response /* (1000, 5, 2015/12/21) */ We apologize for the issue the consumer experienced with their device. Per the Terms & Conditions, the SquareTrade warranty does protect against accidental damage from handling including spills, drops and liquid damage. Damage due to a fire is not included but we would like to do everything we can to assist the consumer during this difficult time. We are requesting the consumer send a documentation in order to move forward with a resolution. Complaint Response Date bumped because: Holiday

        1/8/2016 Delivery Issues | Read Complaint Details
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        Additional Notes

        Complaint: Refusing to honor extended warranty purchased on 6/7/2015.On video streaming player through Amazon.com I filed a e-mail claim that Roku the manufacturer of the player had been unable to resolve the issues I was having.My claim was immediately closed and I was E-mailed that the player was still under warranty and to contact the manuf. which it was not. I was starting to have problems with the memory as it was rebooting constantly and dropping memory. They suggested I add a SD card to see if it corrected the problem and it did not. Now Mr very badly broken english who had no idea of what I was telling him apparently got someone to tell him that for the second incorrect reason they were denying claim. Phone room background noise sounded just like the at least 15 calls I"ve received claiming to be Microsoft techs wanting remote access to my computer. Yes that old scam. Honor your warranty. Reference the now closed case #XXXXXXXXXX and my 2 year warranty plan #XXXXXXXXXXXX

        Desired Settlement: Product exchanged or refunded

        Business Response: Initial Business Response /* (1000, 5, 2015/12/21) */ We apologize for the issue the consumer experienced with their device. Per the Terms & Conditions, The Protection Plan is inclusive of any US manufacturer's warranty that may exist during the Coverage Term. It does not replace the manufacturer's warranty, but provides certain additional benefits during the term of the manufacturer's warranty. The consumer's claim has been approved for repair. Due to the consumer's experience the warranty has been refunded. Complaint Response Date bumped because: Holiday

        1/8/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Warranty not honored. I purchased a laptop from SAM Club and also purchased the extended warranty. As stated the warranty covers everything. On 3 Dec 2015 I submitted a claim, the claim was approved. Shipping container was sent to my house. I shipped the laptop has stated per instruction. I received my laptop WITHOUT being repaired, reason stating the repair was not approved. When I call the CS the representative says the tech indicated the the laptop was infested with bugs. When I finally was able to speak with a manager (*****), he sent me pic that showing my laptop inside a plastic bag with a bug, I asked was that the was the laptop was received, he told me yes. One issue is I did not send my laptop inside a plastic bag, one was not provided. As an owner of my own company, Retired Military, and Gov employee, I would know if my house was infested with bugs. Without taking shipping or their own facility into consideration, I was told by *****, my laptop can no longer be serviced by their warranty, they will be issuing a refund. When I asked are other things being considered, I was told NO, a refund will be issued.

        Desired Settlement: I would like to have a conversation with the CEO.

        Business Response: Initial Business Response /* (1000, 5, 2015/12/21) */ We apologize for the issue the consumer experienced with his device. Per the Terms & Conditions the SquareTrade warranty does not cover items infested with bugs. The consumer has been refunded for the full amount paid for the warranty. The consumer has been contacted by phone & via email to discuss the claim. Complaint Response Date bumped because: Holiday

        1/8/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Worst warranty repair/customer service experience ever. it has been 2 months and I still have no idea when, if ever, my laptop will be returned. Started warranty repair process on 11/10. Laptop was quickly returned but (1) was still not working and (2) they had replaced my working SSD (with all my data on it) with a new SSD half the size. So I sent it back and they promised to repair properly and reinstall my original SSD. They received the laptop on 11/25 and have not contacted me since. I have called about 12 times to check on the status of my laptop and the security of my data and have been given the runaround every time. 3 times the customer service reps have told me that my laptop was fixed and I'd get it soon. And that they would follow up to make sure. Each time i neither received my laptop or the promised follow up. I have wasted hours on this issue and have had to buy a new laptop so that I can do my job. Further, I am concerned about the disposition of my sensitive data. I would not be surprised if the data was lost, stolen or sold by this point. I have never dealt with a company that blatantly lied to this extent or had less concern about resolving such a serious issue. Claim # XXXXXXXXXXXX

        Desired Settlement: I want the $2100 that I paid for the missing laptop (they have the invoice), I want my data returned or an explanation of why it cannot be returned. If data can not be returned, I want $2000 to cover 10 years of identity theft protection. I want $1000 in liquidated damages for my wasted time and $1000 in punitive damages for their blatant breach of contact. There is a mediation provision in their terms and conditions, but they provide no way to get that process started. I want squaretrade to show accountability for this absolute fiasco.

        Business Response: Initial Business Response /* (1000, 5, 2015/12/22) */ I apologize for the issue the consumer experienced with their device. The consumer has been contacted and agreed to the resolution that was offered. Complaint Response Date bumped because: Holiday

        1/8/2016 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Repaired phone under warranty having issues with it. claim number XXXXXXXXXXXX. Sent phone in to be repaired when I got repaired one back I have been having major issues with signal it just randomly going into airplane mode even if it is just laying face up on table it still does this. I called them 9 days ago and still no box to send it back then called and now they want me to send it back again. That way it will tied up in shipped through the holidays that is not gonna happen. They can send me another phone to replace this thing or I ll go buy a new one.

        Desired Settlement: I either want a different phone that works or credit towards buying a new one that does.

        Business Response: Initial Business Response /* (1000, 5, 2015/12/22) */ We apologize for the issue the consumer experienced with their device. The consumer has been contacted to resolve the complaint. He indicated that the phone has been replaced & does not want to move forward with keeping the warranty. We emailed the consumer the reseller's information in order to move forward with cancellation and refund. Complaint Response Date bumped because: Holiday

        1/6/2016 Guarantee/Warranty Issues | Read Complaint Details
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        Complaint: Broke my phone, and they sent me two phones that had bad batteries and didn't function properly, now they want to send a third, a month later... So I break my phone and start a claim on November 4, 2015 and pay the $75 deductible for a new phone, and they sent me a phone and right when I got it I made sure to let it die completely and then charge it fully without unplugging. Well it was then that I noticed after using it for a few days that the battery would last me for about 4 hours of slight usage before the battery would die. So i called again and the guy said he would guarantee that the next phone he sent would not have any issues. He said that since they ARE refurbished that this can happen sometimes, more like ALL THE TIME. Because the next phone I was shipped, same exact problem. Here I am a month and a half later with a bad phone, called them again and asked them what they were going to do for me, and the only solution he has was he was going to send me another refurbished phone! this is very bad business practice to be sending people phone after phone that are not fully functioning phones and most of the time WILL have defects! There solution? the guy said he was going to put in the "detailed notes" that someone needs to inspect/test the phone prior to sending to me to make sure it works right. I told them the only way they were going to win me back at this point was to get me a 6s or a 64gb phone thats NEW, not refurbished, for all my troubles and frustration. I have had to carry my charger in my pocket for the past month, as a business man, its disappointing. Claim Number XXXXXXXXXXXX

        Desired Settlement: I would like for square trade to pay me the $650 to go and buy a new IPHONE 6S 16GB from Verizon and to make sure that phone will be covered under warranty as well. This has not only affected me but my business as well as I have missed many calls and texts due to this issue.

        Business Response: Initial Business Response /* (1000, 5, 2015/12/15) */ We apologize for the issue the consumer experienced with their device. The consumer has been contacted to resolve the complaint. We are currently awaiting a response. Initial Consumer Rebuttal /* (3000, 7, 2015/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not received an email or a phone call from square trade. Still awaiting your response to resolve this matter Final Business Response /* (4000, 10, 2015/12/24) */ Our records indicate this complaint has been resolved by a Resolution Specialist. A replacement phone was ordered for the consumer on 12/22/15. Final Consumer Response /* (2000, 14, 2016/01/06) */ this complaint was resolved.

        1/4/2016 Problems with Product/Service | Read Complaint Details
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        Complaint: On a weekly basis for the past 7 weeks, they tell me that they will refund me $500 and will keep me updated. Totally fraudulent. On hold now again. Square Trade is extremely difficult to work with and has the worst customer service. After sending my computer back to them multiple times and each of those was a nightmare of red tape, because really they just want to take the warranty money and not service your electronic, they finally decided to buy me out for $500. Only they won't send me my $500. Despite weekly calls and their representatives' statements that the will follow up and keep me updated. Square Trade is a completely FRAUDULENT business, who cheerfully takes your money and provides nothing.

        Desired Settlement: I want what was promised to me, which is $500.

        Business Response: Initial Business Response /* (1000, 5, 2015/12/17) */ We apologize for the issue the consumer experienced with their device. A system glitch caused the claim to not be processed completely. The error has been corrected and the consumer's check has been processed. The check is scheduled to be delivered in 7-10 business days. The consumer has been contacted and is aware of this resolution.

        1/4/2016 Problems with Product/Service | Read Complaint Details
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        Complaint: have been trying to get an replacement phone for over one week. Was told that they don't have a phone in inventory. Called Squaretrade on 11/24/15 to ask how long would it take to have my son in college phone replaced to cracked screen. told the phone representative he did not have time or transportation to take it to a shop but the phone was functioning. Was told they did not have his phone in inventory and to call back in 48 hrs when inventory may be in. I call back on 11/30/15 and was told no phone in inventory. I file a warranty claim(#XXXXXXXXXXXX)and pay a $75 deductible. Was told it would take 48hrs to five days to get a replacement phone. Same day my son's phone now goes non-functional. I had to purchase a used phone to hold him over while this issue is still going on. My deductible was charge to my credit card the same night I called but I can't get a replacement phone to this date. I have purchased a warranty and paid a deductible and can't get a replacement phone. My son is an Electrical Engineering senior in college and has a busy schedule. I'm just a parent that's spending a lot of money and frustrated.

        Desired Settlement: Would like an exact replacement model phone or pay the full receipt price of the phone so I can just purchase another one.

        Business Response: Initial Business Response /* (1000, 5, 2015/12/14) */ We apologize for the issue the consumer experienced with his device. The consumer has been contacted and it was confirmed that the replacement phone has been received. Initial Consumer Rebuttal /* (2000, 12, 2016/01/04) */ Issue was resolved. I was told that if you have a un-locked phone, it takes 7-9 days to get a replacement phone. Un-locked phones is not normal stock. I received a new phone on day 7 after filing a claim.

        12/30/2015 Problems with Product/Service | Read Complaint Details
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        Complaint: I was told last week my laptop was ready and would receive by a required deadline. Today I was told it is not repaired and will not have in time. A couple of weeks ago my claim (#XXXXXXXXXXXX)for my Lenovo laptop was approved. It was received over a week ago in need of evaluation and either repair or refund issued. Last Thursday (December 3rd) I was informed that the laptop was completely repaired and simply needed to be tested. I was informed I would receive it by Tuesday and I told the representative at the time that I required it by then for work. He told me it would go out either last Thursday or Friday. I just got off the phone with a different representative. I have been informed that the parts that they think are needed have not all been received for my laptop. The actual date of when I will get a functioning computer is unknown. This is in stark contrast to prior information given. I purchased a SquareTrade warranty based upon claims of expedited repairs or refund. Neither is occurring at this time. I required a computer and do not have the funds to simply purchase another one because the Warranty Company will not support their claims. It's unacceptable to pay money for a service and ultimately to be at their mercy. I am a High School teacher and don't have the funds to purchase an additional computer because I have been misinformed and taken advantage of.

        Desired Settlement: At this point in time I would like a refund of the purchase price of my laptop as ultimately it will be returned to me well outside the advertised repair date range. At that point in time I will have been forced to purchase another computer.

        Business Response: Initial Business Response /* (1000, 5, 2015/12/14) */ We apologize the consumer experienced issues with their device. Our records indicate a resolution has already been provided. The consumer will be reimbursed for the device and for the inconvenience we will be refunding the consumer for his warranty.

        12/30/2015 Problems with Product/Service | Read Complaint Details
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        Complaint: lap top warranty was sent out for repair and sent back not working. They refuse to fix the issue . i just play phone tag. It has been months. I have 2 yr warranty through square trade from staples. The hard drive burnt out on my laptop. I sent it to them for repair . It came back with a new hard drive but will only start up. There is no programming just an ASUS screen. i was told to contact microsoft. microsoft sent me back to asus i was told the warranty does not cover a re-install of windows. i called again they said no problem they would reimburse ,e for it to get it installed on my own. Then they never sent an email . i am beyond fed up and i am sure i am not the only one. i am now waiting to hear back , but i want to file the complaint regardless because this is not a fair way for a business to honor warranties/repair and i would like this on file for future customers that have complaints.

        Desired Settlement: If warranty is not honored i just want them to reimburse me to have windows re-installed in my laptop so i can use it

        Business Response: Initial Business Response /* (1000, 5, 2015/12/14) */ We apologize for the issue the consumer experienced with their device. Our records indicate on 12/6/15 a specialist emailed the consumer requesting an invoice for the windows re-installation from Staples in order to move forward with reimbursement. As of 12/14/2015 we have not received the invoice. The consumer has been contacted via email and by phone.

        12/30/2015 Problems with Product/Service | Read Complaint Details
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        Complaint: Projector was sent to repair. It was still not fixed. keep calling so they send a shipping label and a box. still calling and still no solution. My projector stopped working so I got in touch with sqaure trade, because I bought there warranty. I then receive an email that I have to buy a light bulb to try it that is the solution. I asked who is paying for that? He said only if I bought it they would be able to cover the costs. Ans I asked what if that is not the problem? You return the bulb, he said. I bought it, and that was not the problem. And the store would not accept the $150 dollar bulb back. After a long time explaining the store finally accepted the bulb back and refunded my money. So after this I sent my projector for repair to Square Trade. They sent a shipping label that I printed. They said I did not have to pay for anything. When I got to Fedex they said they would have to package the projector with their own packaging with a cost of $17. I paid. When I called to square trade to ask for that refund the answer was that they wouldn't pay for that. So one week later the projector came back. Not only had the same problems as before but also new problems, which was an intense noise, and it turned off right after. It didn't do that before. I called and submitted a new claim for repair. They send me online a shipping label that I couldn't print. I called and they said they would send another. I explained the payment at Fedex that I had to do before. So they said they would send me a box, so I could ship the projector. One week passed. I called again. The person said it would arrive in 2 days. It has been 10. So I called again. They always ask the same questions, and they haven't send a shipping label so I can send back the projector. Every time I call they say they're solving the problem. So I asked, but what is the problem? They say they don't send boxes. So I keep calling and hearing the same thing and still no solution. My expectations is that When finally I send back the projector, It will come back and not fixed again.

        Desired Settlement: I really thought that this would be an easy fix or resolutions. But every time I have to call back, send projector, and it is not fixed, it is really time consuming. If I sent the projector back and they said they fixed it, why is it that just by turning it on it started to do all the noises and no color, blinking image, etc. It is so obvious that they didn't try to fix it, and did not test it. My concern is that they said they fixed it and after a short time it stops working again. I think they did not find the solutions to the problem, because I asked and they did not know. They only said the replaced a part.

        Business Response: Initial Business Response /* (1000, 5, 2015/12/14) */ We apologize for the issues the consumer experienced with their device. The consumer's device is currently in transit to be repaired. A resolution specialist has reached out to the consumer via email and by phone. We are currently awaiting a response from the consumer.

        12/30/2015 Problems with Product/Service | Read Complaint Details
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        Complaint: Warranty different than advertised, Square Trade wont provide coverage I purchased a warranty through Ebay to cover a cell phone purchased. I looked at Square Trade's website about warranties offered for cell phones prior to purchasing to see what it would cover. ALL cell phone warranties advertised on Square Trade's site provide coverage in the event of drops, spills, etc. When I called today to file a claim, I was told that I only had a "limited" warranty against defects and that my warranty did not cover drops. Further, the Terms and Conditions attached to the purchase I made says that it covers damage due to drops. It does not say anywhere that the warranty does not cover damage due to drops.

        Desired Settlement: I wish to be refunded the purchase price of the phone. Due to the denial of the claim, I will now have to purchase another phone while I await the resolution of this complaint as I cannot be without a phone.

        Business Response: Initial Business Response /* (1000, 5, 2015/12/14) */ We apologize the consumer experienced issues with their device. We offer warranties with Accidental Damage from Handling and Standard warranties with no ADH. Our records indicate the consumer purchased the warranty from a reseller with no ADH. We are requesting the consumer respond with a copy of the receipt confirming the purchase of Accidental Damage from Handling warranty.

        12/24/2015 Problems with Product/Service | Read Complaint Details
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        Complaint: Filed for warranty repair on cellphone. Phone was held for 30days and not fixed.(claim#XXXXXXXXXXXX) Purchased samesung galaxy s6 edge from purchase power in late sept 2015. 30days later i accidentally broke the screen on the phone which i had repaired and sent in paper according to warranty policy to get refund. I was not refunded for that. I filed a claim(claim#XXXXXXXXXXXX) to get refund for amount and to get buttons and ear piece fixed as well.Those are the items the local shop could not repair. i recieved a notification by email that phone was recieved and if the phone was not fixed in a week i would recieved and update. After 2weeks i called in to check the status, and was told the phone was being worked on and someone would notify me of status. After another week passed ** i didnt here anything i called back and agent told me the phone couldnt be fixed a check for the phone was mailed out and i should be recieving in mail in 5-7days. I called back after that time period because i hadnt recieved the check only to be put on hold for over and hour then told no check is going out and just the phone cant be fixed but agent and supvisor told me they had to check where phone is cause they didnt know. The supvisor said to me he didnt know where or why the vendor was holding the phone. After another 2weeks which tolds a about 8weeks i received the phone back not working no explanation on why i havent recieve either a check cause they couldnt fix it, or reembursement for payment for screen.

        Desired Settlement: Im seeking a full refund for the phone since i couldnt get it fix for 60days and it was lost till recently.

        Business Response: Initial Business Response /* (1000, 5, 2015/12/07) */ We apologize for the issue the consumer experienced with their device. The consumer has been contacted by a resolution specialist to resolve their claim. We are awaiting a response from the consumer to move forward. Initial Consumer Rebuttal /* (3000, 7, 2015/12/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Left two messages returning the call for their resolutions specialists who handles escalations and a contact number to reach me and have yet to hear from them. Final Business Response /* (4000, 9, 2015/12/16) */ We have made contact with the consumer and are currently awaiting documentation to move forward with payout. Final Consumer Response /* (2000, 11, 2015/12/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) Spoke to representative who agreed to settle claim inform of payment since they could not fix phone and refund money already paid by me to get screen on phone fix as per their policy that had not been refunded.

        12/23/2015 Problems with Product/Service | Read Complaint Details
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        Complaint: They lost my warranty purchase and now I have no coverage. I bought a 5 year warranty for a home theater audio video receiver in 2011. the warranty was listed on my squaretrade page until recently. Now it is gone and they say they have record of it. I provided them with the receipt upon purchase and again when I went to file a claim. They are requesting my warranty purchase receipt, which unfortunately I do not have. I usually do nor save all emails from 2011, especially when they have already been submitted. I f this matter cant be handled to my satisfaction I will no longer be a squaretrade customer and will certain not recommend them to any friends or family.. or even my worst enemy. Additionally I would be forced to change all my 5 start reviews online sites to 1 start reviews to reflect this terrible customer service experience.

        Desired Settlement: I would like to have my AVR replaced or refunded for the purchase price

        Business Response: Initial Business Response /* (1000, 5, 2015/11/24) */ We apologize the consumer is having issues with their device. Our records do not indicate that the consumer purchased a SquareTrade warranty for his device. We are waiting for documentation from the consumer to confirm purchase of the warranty. Initial Consumer Rebuttal /* (3000, 7, 2015/11/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I just dont understand how the warranty disappeared from my list when i login. I have a lot of squaretrade warranties and they've always been great to deal with. I should have saved my purchase email, but unfortunately i dont have all my emails from 2011. I purged my account at some point. I will take some responsibility for losing my email proving i bought the warranty and never make that mistake again. I've already had to buy a new home theater receiver, maybe Squaretrade would compromise by offering a warranty on it since i feel we are both at fault. Me for purging my email and them for losing the warranty entirely. Final Business Response /* (4000, 10, 2015/12/07) */ We have no proof that the consumer purchased a SquareTrade warranty for the device. We will need documentation in order to move forward with the claim. If the consumer no longer has the receipt we will accept a credit card transaction indicating a warranty was purchased. Final Consumer Response /* (4200, 12, 2015/12/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I explained several times that I no longer have that credit card, and can no longer log into the account. I've purchased tons of squaretrade, and would like to in the future. I do accept responsibility for not keeping the receipt for the warranty purchase from 2011, unfortunately I purged my email account. I just don't understand why it disappeared from your system. I know it was listed at one point in my list of warranties. Somehow it disappeared, like an expired warranty. Yet you are unable to find even an expired warranty in your purchase list. Any sort of token, would go a long way in keeping me as a customer. Overall I've always had excellent customer service with squaretrade and would certainly like to keep that tradition. So far, we've both just repeated ourselves several times and came to no satisfactory conclusion. If there's nothing you are able to do for me, given the circumstances, just come right out and say it and we can quit wasting our time. Thanks for the years of faithful service and have a nice day

        12/23/2015 Problems with Product/Service | Read Complaint Details
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        Complaint: Informed by purchase plan rep,option 3 when calling, new phone plan s/b 89 vs 99. Transferred me so this could be taken care of and wasn't 60min call Called to verify what I submitted for Verizon documentation / receipt was received as new plan still not reflecting name of phone, etc. We've had 2 plans for long time. I purchased for 99 and canceled my old phone. Rep told me since we had two phones that there should be adjustment of $10 99 vs 89 and tferred me to dept that could take care of this. Rep did not seem competent or confident. Told me reason she couldn't adjust price was she could not find new warranty plan. (Although she knew the purchase date of phone was 11/22 ...make sense?) Gave her the plan # which I had offered her 20 minutes earlier. She found what she needed and story changed to I needed to purchase over the phone vs online? What? I did not even call in for this credit that I was told I should receive and now I'm gettting an hour run around. No supervisor to talk to. Told her I'd allow 30min for supervisor to call. Didn't happen so filing this form...quicker!

        Desired Settlement: Either adjust my first plan purchased around 11/22 from 99 to 89 and refund the difference 10 or 10 plus tax. Or I'd like to cancel and add both my and my wife's phone (wife's phone to be purchased in next week or so. Stupid hoop jumping to get the price I was told I should have received but didn't. Why? Because I bought online vs over phone. Should anyone know that ??? That or we will try the Worth Group for our phone protection

        Business Response: Initial Business Response /* (1000, 5, 2015/11/30) */ We apologize the consumer had issues with their device. The consumer has been contacted via email & by phone. We are currently awaiting a response to move forward with an appropriate resolution. Initial Consumer Rebuttal /* (2000, 13, 2015/12/23) */ Please disregard today's previous update and request to reopen. I contacted their regular customer service number and resolved it with a garden variety CS rep. I'm glad they have someone designated to manage BBB claiims. Thank you BBB and ***** holidays. ~ ***** ********

        12/23/2015 Problems with Product/Service | Read Complaint Details
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        Complaint: Replacement phone provided under warranty is defective. Advised to seek local options instead of replacing, meanwhile the 30 day clock expired. I began the claims process on August 2nd. After a failed local repair, Squaretrade offered to send me a replacement T-Mobile Samsung Galaxy S4. It was supposedly delivered on Friday, August 7th. However, via the tracking number (XXXXXXXXXXXX) on the website, you can see that it was at first an unsuccessful attempt. A few minutes later, it shows delivered, signed by someone who we do not know - there are only "******" at **************, my family's house. FedEx asked the driver where the box was delivered, which ended up being a neighbor, and it was brought to us the following Monday, Aug 10. Box seemed in okay condition, but it was out of the courier's and our possession for a weekend. The phone had intermittent issues, occasional resets and app crashing, but did not appear to be physical. After troubleshooting with Squaretrade sometime in the 1st week of September (did not write down the date as I was not expecting to have this issue with them. I called when I did because they sent a paper in the box with the phone explaining that I had up to 30 days to report an issue), and trying a few reboot methods, I was advised that it sounded like an application I installed was causing the issue or an update was needed and to check with my local T-Mobile for the free update service. So, like me, Squaretrade assumed it was a simple data error that must have an easy fix. At the same time, I am arguing with this company for a promised refund of the local repair fees mentioned above. Both excuses for my refund and the defective unit were that I was "out of the warranty period, and the system will not let us do anything about it now." Emails went unanswered several times in this period, multiple attempts to call resulted in "higher than usual call volume" and hours spent on the phone. Promised call backs from supervisors never happened. Eventually, one call managed to get escalated, and a supervisor admitted that this began during the warranty period. Supposedly I have a refund for the initial repair coming, we will see if it does show up. Now that leaves us with the defective replacement phone. Today, Oct 9th, I was told by Representative ******, and his supervisor (could not understand his name through heavy accent) that even though they issued the refund because this all happened within warranty, they still cannot replace the defective phone because their 30 day warranty on phones has expired. I should have demanded a replacement instead of agreeing to go see T-Mobile. I disagree with this. They were notified and I was instructed to consult with my carrier since it seemed to be an update issue and nothing physical with the phone was noticeable. The supervisor said it is my fault for not refusing and demanding a replacement. If they should have provided another unit, it falls upon Squaretrade's representatives to fulfill those obligations when a customer calls. I should not have to disagree with them and tell them how to perform their job. The supervisor today said that no matter when the trouble started, his hands are tied at 30 days as they have an obligation to their insurer. One would assume their obligation should be to their customers who have had warranties with them since 2011, and this is the only time I have filed a claim. I was also told that when emails do not get returned, it is my responsibility to continue sending emails - waiting for a reply does not stop the clock. Today, 10-9-15, was 82 minutes alone, mostly on hold. After several of these phone calls (most of them due to emails not getting replied to), this has been a substantial amount of time wasted in between work breaks and dealing with 2 kids. I should not be at fault for Squaretrade's lack of communication or their representative's decision to have me try other means of fixing their defective unit instead of sending a replacement.

        Desired Settlement: The only appropriate resolution in this case is for Squaretrade to fulfill their obligations and replace the defective T-Mobile Samsung Galaxy S4 (model number SGH-M919). I am not asking for anything of Squaretrade other than my purchased phone insurance leave me with a unit that is in working order.

        Business Response: Initial Business Response /* (1000, 5, 2015/10/23) */ We apologize that the consumer had issues with their device. The consumer's plan expired on 8/24/2015 & prior to the expiration date no additional issues were reported. As a one time exception we are allowing the consumer to file a claim to have the device locally repaired and we will reimburse for the repair. The consumer has been contacted and informed of the resolution for his case. Initial Consumer Rebuttal /* (3000, 7, 2015/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Before moving on with the response, the record needs to be corrected with regards to the erroneous reply above. While the plan may have expired on 8-24, the replacement phone comes with it's own 30 day warranty, which would have gone beyond 8-24. I have been contacted by a representative about this 'exception'. However, I have tried going to a few local shops and that is where we are encountering difficulties. The issue with the power button sticking MIGHT be fixed by replacing parts, but the phone crashing when playing sound is a problem with the main unit - the phone itself. It would have to be replaced, which is not a service done by a local shop. The two shops I asked for an estimate both said this. The Squaretrade representative asked for me to provide documentation to this effect. However, I am having difficulty convincing a local business to take time out of their day to provide an analysis and formal letter to a third-party for free. They looked at it and gave me their assessment. I am currently trying to get time off of work (again, at a loss of my workhours) to try a different shop about 20 min from where I live and will update their representative. So this is where we are stuck. I have entertained the representative's request to go to different repair shops, but the problems with this unit can only be partially repaired. However, I did not purchase insurance to receive a partially functional replacement. Where do we go from here? Final Business Response /* (4000, 15, 2015/11/11) */ The consumer has been contacted and we are currently awaiting documentation to move forward. Final Consumer Response /* (4200, 17, 2015/11/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Business was unable to make contact with local repair shop. Attempting to reach a different shop, but many are reluctant to give me a work order or written documentation unless I am having the repairs done that day.

        12/23/2015 Problems with Product/Service | Read Complaint Details
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        Complaint: I filed a claim for a refund on a Boombox and was approved for a full refund but the company will not send me the required paperwork to complete. I filed a claim online 11/09/15 for a defective BoomBox that I bought a warranty for, the claim is # XXXXXXXXXXXX I was not ***** with the request for repair they advised they wanted to do ,so I called XXX-XXX-XXXX and spoke to a rep. named **** on 11/10/15, I advised him that I did not want a repair I wanted a refund as I stated I did not want to receive a repaired item back, he advised he spoke to a supervisor and they approved a full refund of $ 260.00 to be put back in my PayPal account, he advised all I have to do is sign affidavit and email it back for the refund and was advised for me to keep the broken Boombox, I was advised the document would be sent within an hour for me to sign and send back, as of today 11/11/15 they have not sent the document. I have called 6 times since the 1st day and spoke to ****** ext. ****, and then ******, and next *** at ext. **** and the *** ext. **** and then ***** ext. **** to request the document and refund to be sent which they refuse to send.

        Desired Settlement: Since this has been such terrible customer service and has required me to call at least 7 times I want a refund of $ 260.00 plus the price of the warranty which was $ 41.99 that I bought as they are terrible to deal with so I want the total of $ 301.99 refunded.

        Business Response: Initial Business Response /* (1000, 5, 2015/11/13) */ We apologize that the consumer experienced issues with their device. Our records indicate your complaint has been resolved by a Resolution Team specialist. The check has been processed and sent the the consumer. Initial Consumer Rebuttal /* (3000, 7, 2015/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have yet to receive all my monies refunded, even thou I had to speak and email the resolution representative (which the only way I could find an number for the American Home office was via a Yelp Review) numerous times I just want all of my money back so I can be done with the customer service nightmare. This has been going on since November 9,2015 and today is 11/18/15 I have done everything I was suppose to do, this company is just terrible in resolving their issues. Final Business Response /* (4000, 15, 2015/12/07) */ Squaretrade Accounting team confirmed the consumer was paid out on November 23rd. The consumer has been emailed the transaction number & confirmation of the payout. Final Consumer Response /* (4200, 17, 2015/12/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have never received an email with a transaction code or a reply about this BBB Complaint from SquareTrade.

        12/21/2015 Problems with Product/Service | Read Complaint Details
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        Complaint: Can not even register warranty with company. I have been attempting to register my warranty on 3 Galaxy Note5s that I purchased earlier this month and for a week I have had nothing but trouble. They requested a photo of the recipts to show proof of purchase (easy enough) less than 5MB and in a jpg file. I have sent the information 5 times already and never once have I gotten to speak with a supervisor. They give me email addresses to forward the emails to them and nothing ever gets done. I want a refund and for them to purchase a valid warranty to cover my items that I am now no longer eligible for warranty for.

        Desired Settlement: I would like a full refund for services and a warranty to cover my devises since they are now no longer eligible for warranty from Verizon due to the fact we "purchased" this insurance that they can not locate or activate.

        Business Response: Initial Business Response /* (1000, 5, 2015/12/03) */ Our records indicate all three warranties are on the consumer's account. The consumer has been contacted but we have yet to receive a response.

        12/21/2015 Problems with Product/Service | Read Complaint Details
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        Complaint: They never ended up helping me with getting my battery issue fixed after I called them. I signed up for a 3 year warranty with them. I sent my computer in to them \ once because it was overheating, they sent it back, and then there was bigger problem- the battery stopped charging. I called several times to try to get a solution, and they told me to bring it into a shop and they would reimburse me. I received an email that they would let me know an appropriate place to bring my computer, but I never got any follow up emails, so I was never told where to bring my computer. Now my warranty is up, and my battery will not charge at all. I would like to be able to get it fixed.

        Desired Settlement: I would like them to try to fix the issue with the battery not charging, as the problem became worse after they replaced the fan. The battery literally does not charge at all, and it was after they sent it back that this started happening.

        Business Response: Initial Business Response /* (1000, 5, 2015/12/14) */ We apologize the consumer experienced issues with their device. Our records indicate the consumer's claim has been approved for local repair and once we receive the invoice the consumer will be reimbursed. Thought the warranty is expired we will still honor the active claim. Initial Consumer Rebuttal /* (2000, 7, 2015/12/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for your response. How do I know which shop to bring my computer in to? I was never informed where to bring it in, or which shops would be acceptable. I appreciate your cooperation. Which places are covered? Also, how will I ensure that I get a refund for the repairs done? Thank you!

        12/18/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: I can't get SquareTrade to send me a refund. I've submitted the receipts requested by multiple customer service representatives. I have copies of my email correspondence with SquareTrade and copies of the receipts submitted as pdf's. On or before 21 SEP 2015, I contacted SquareTrade regarding a Toshiba 7" tablet. The tablet was covered by a SquareTrade plan purchased on 08 JAN 2015 (Warranty Plan XXXXXXXXXXXX). I was told by SquareTrade customer service that, because the tablet was less than a year old, it was covered by Toshiba, that I was to contact Toshiba, and SquareTrade would pay for shipping to Toshiba. I called Toshiba and they suggested a software upgrade; I called SquareTrade to make sure the customer service call for the software upgrade was also covered. After receiving a verbal ok from SquareTrade customer service, I proceeded with the Toshiba customer service call. That did not solve the problem, so I sent my tablet to Toshiba where it was repaired and returned to me. Then I contacted SquareTrade and submitted pdf images of my receipts to ************@squaretrade.com on 07 OCT 2015, 02 NOV 2015 (twice). I also submitted my receipts to ********@squaretrade.com on 02 NOV 2015 and received a reply stating that my receipt had been successfully submitted also on 02 NOV 2015. On 19 NOV 2015, I contacted SquareTrade customer service to see what the status was of my refund. I was told that SquareTrade still had not received my receipts. So I sent them again to ************@squaretrade.com. This time I cc'ed myself to make sure the attachments were included with the email. I opened the attachments on my received email.

        Desired Settlement: I want my refund. I am owed $69.94.

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

        12/18/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Refused to honor the start date of the square trade coverage, "after manufacturer's warranty expires." I purchased a warranty from square trade in which they made the following guarantee on their amazon product page "Coverage for product breakdowns and malfunctions after manufacturer's warranty expires." My manufacture gives a standard 5 year warranty. Square Trade refused to begin my coverage in 2020 instead they set my coverage to expire in 2019 a full 1 year before my manufactures warranty expires. That is in direct contradiction to their guarantee at the point of sale. I have screen grabs of their product page in order to insure honestly during the resolution process.

        Desired Settlement: Honoring of the warranty guarantee. "Coverage for product breakdowns and malfunctions after manufacturer's warranty expires." i.e. coverage begins in 2020 and expires in 2023.

        Business Response: Initial Business Response /* (1000, 5, 2015/12/02) */ We apologize for the issue the consumer experienced. As stated in the Terms & Conditions, the protection plan is inclusive of any manufacturer's warranty that may exist during the Coverage Term. It does not replace the manufacturer's warranty, but provides certain additional benefits during the term of the manufacturer's warranty. The SquareTrade protection plan also covers wear & tear on the device, blockages and coverage of your device world-wide. These benefits are not apart of the manufacturer warranty however if the consumer does not find the SquareTrade warranty beneficial he is able to cancel and receive a full refund. The consumer has been sent a copy of the Terms & Conditions to ensure he has a clear understanding of his purchase.

        12/17/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: poor craftsman ship caused TV to break My wife and I have a 60'flat screen, Wife and I picked TV up together so daughter can dust below. Upon picking straight up heard a pop and we set TV right back down, as doing so a small screw fell out of the inside of TV and now screen is distorted. Square trade will not cover warranty cause they are saying that it is physical damage done by us.

        Desired Settlement: the warranty states that the unit maybe repaired, If the cost of the repair exceeds the cost of TV it will then be cashed out.

        Business Response: Initial Business Response /* (1000, 5, 2015/11/30) */ We apologize the consumer experienced issues with their device. The pictures sent by the consumer shows the television screen has a spider web crack indicating a point of impact and confirming the television was physically damaged. As stated in the Terms & Conditions, unless you purchase ADH coverage, we don't cover items that are damaged accidentally. This includes water immersion, drops, and spills. The consumer has been advised to contact the reseller to cancel and get a pro-rated refund.

        12/16/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Non Delivery of replacement TV My square trade warranty was approved for replacement on October 28th- the company promised delivery of the replacement TV in 7-10 business days. It has been 19 business days and the company is not responding to my repeated e-mails for resolution. Square Trade advertises a no hassle replacement, but is unwilling to resolve my complaint of non delivery of a replacement TV

        Desired Settlement: immediate delivery of the replacement TV that I was approved for

        Business Response: Initial Business Response /* (1000, 5, 2015/11/30) */ We apologize for the issue the consumer experienced with their device. Our records indicate the consumer has been connected with the Freight company to schedule an appointment to deliver the TV. We have contacted the consumer to resolve this issue and refunded the warranty price for his inconvenience.

        12/16/2015 Billing/Collection Issues | Read Complaint Details
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        Additional Notes

        Complaint: Filed a complaint. No record of claim. I filed a claim and received a shipping label. I didn't get around to shipping my phone for a little bit. The day after I did send my phone I called just to make sure it arrived and was told there was no record of my claim. I refiled my claim and was told everything was set. I got a call back saying that the shipping label I was originally sent would take my phone to the wrong location and I had to call Fedex and figure how to get my phone sent back to me on my own then resend it to square trade. Now I have no idea when I will be receiving a new phone.

        Desired Settlement: Refund for going through so much trouble and not knowing where my phone is and how long it will take to get fixed.

        Business Response: Initial Business Response /* (1000, 5, 2015/11/25) */ We apologize the consumer experienced issues with their device. Our records indicate that a manager has already resolved this case by waiving the deductible and reissuing the consumer a replacement phone.

        12/16/2015 Delivery Issues
        12/15/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: I have called at least five times checking on what the status and still nothing is being done. Every time I call I have to explain again and again!!!!! I spoke with a rep at the end of October, the rep implied that I was filing one claim and only provided me with one return mailing slip. I placed both remote control cars in the box and sent it off. When I called to ask why I was only reimbursed for one item they stated it was because there should have been two return labels. I explained the issue and they said ok it was our fault I will fill all the paper work out and refund your money. It is now December no refund and every time I call I have to explain the issue again and they tell me they have to confirm they have received the item. They tell me up to 24 hours, I have been told that three times already. Enough is enough I want my refund and the first rep who did the claim fired! Because she did not know how to do her job right I have to go through this horrible customer service experience. Then when I called to speak with a supervisor they placed me on hold for 20 minutes. Just horrible service!!!!!!

        Desired Settlement: I would like them to provide me with my refund or replace the remote control car being that is the reason why I purchased the insurance. The total amount I paid for the remote control car was $84.99

        Business Response: Initial Business Response /* (1000, 6, 2015/12/14) */ We apologize for the issues the consumer experienced. The consumer has been contacted via email and phone to resolve the complaint. Initial Consumer Rebuttal /* (2000, 8, 2015/12/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have been contacting them frequently and it wasn't until I filed the complaint that they decided to file and approve the claim. Going back and forth with them was very frustrating. I have received an email confirmation saying the claim has been approved and I am receiving reimbursement. The issue with the claim has been handled but I do not think the company in any means was helpful and customer service originated.

        12/14/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: They said a check for $99.00 was mailed to us for a refund, and we have yet to receive it. We bought a Polaroid Tablet from ToysRUS along with the warranty. I filed a claim over the phone with Squaretrade and received a confirmation email immediately. I mailed the Tablet to them, they acknowledged receipt of the item via email, and said the refund was being processed. I received subsequent emails stating the check was sent on Oct 15th, but we never received it. So I called and spoke with ****, and was told we would get another confirmation email with status of the claim. To this date, no email and no check in the mail.

        Desired Settlement: A full refund for $99.00

        Business Response: Initial Business Response /* (1000, 5, 2015/11/19) */ We apologize the consumer experienced issues with their device. It appears the check was resent on November 13th and should be received within 7-10 business days. Initial Consumer Rebuttal /* (3000, 7, 2015/11/24) */ Hello BBB, Thank you for your attention to this matter. Square Trade has once again stated they mailed a check, and its been 10 days since the date , Nov 13th, on which they say it was mailed. This is the 2nd time they said a check went out. I am inclined to consider them fraudulent. Please proceed with the next steps to insure they send us the money. It's so obvious the check never went out, as stated by them, as I receive all my other mail. I have made them aware that I did not get the check yet, and that I will not let this rest until I do. Thank you so much. ***** ************ (cell) Final Business Response /* (4000, 9, 2015/11/25) */ The consumer's check was processed on November 13th, 2015. She was advised it will be deliver in 7-10 business days. As of today only 8 business days have passed. The consumer has been contacted to inform of the current timeline for reimbursement checks.

        12/9/2015 Guarantee/Warranty Issues | Read Complaint Details
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        Complaint: The company is giving me the run around about replacing my IPad, They sent me a refurbished one that does not work and not sending me another one. The company is giving me the run around about sending me another IPad because the replacement one that they sent to me on Nov 18th. It did not work and the screen had damage to it. I called as soon as I opened the box to retrieve my merchandise. I purchase my IPad from QVC on 03/15/13 4th Generation Retina (WIFI ONLY). I paid $949 fort and for the Care Plan for 3 year with ADH $189.99 Claim # XXXXXXXXXXXX. They sent me a refurbished IPad and they did not state that I would a refurbished one. I was told if they couldn't fix it that they would send me another one or refund my money. They are not doing either one and when I call all they keep telling is that someone is going to call me back, I INITIALLY SENT THEM MY MERCHANDISE ON NOVEMBER 10YH 2015. IT IS NOVEMBER 25TH AND STILL NO IPAD!! PLEASE HELP ME.....THANK YOU

        Desired Settlement: I would like a brand new IPAD or a refund back with the full amount that I paid to cvc.

        Business Response: Initial Business Response /* (4000, 8, 2015/12/06) */ We apologize the consumer experienced issues with their device. Our records indicate the consumer's claim is currently being processed for payout. Initial Consumer Rebuttal /* (2000, 10, 2015/12/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the proposed resolution because I do not want refurbished merchandise. They sent me a refurbished iPad and it didn't work.Their company do not inform you that they are giving refurbished merchandise. The customer servie is horrible and they don't know what they are doing. Also you don't understand what they are saying.

        12/8/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: I have been waiting for a refund from this company for 3 weeks. I have called multiple times with no resolve. My iphone 6 was purchased from Sams Club in January of this year along with insurance from SquareTrade for $99. Within a week I had to trade my phone for a replacement because it made noises when I spoke with people on the phone. I got the exact same phone. Fast forward to October 22nd. My phone fell & the screen shattered. I called Square Trade to utilize my coverage just to find out that it had been canceled in February. Apparently when I exchanged the phone back in January the insurance wasn't transfered by the Sams associate to the new phone & Square Trade subsequently canceled it the 1st of February. After a lot of back & forth between Sams & Square Trade basically telling them someone needed to do something about this because we did not want the insurance canceled. Had my phone not broke, I still would have been under the impression that I had insurance. They said they sent a refund to us when it was initially canceled but that was untrue. We never receieved the check & neither Sams nor Square Trade could show that it was sent & cashed. It was a lot of back & forth between the 2 companies blaming each other. In the end, Square Trade took responsibility & said we would be sent a refund of $99 which was the cost of the insurance & I would use that to go towards the cost to fix my phone. This was on October 24th when this option was given by ****.We were on the phone for over an hour. I told him I would talk with my mom & see if that was okay with her since her name was over everything & asked that he put it in the notes on my account. So, when I called back there would be no confusion regarding what was going on. I called back on Oct. 31st & advised that I would accept the refund This time I spoke with Kayla. She told me it would take 1-2 weeks because of accounting. I waited & called back on Nov. 11th & spoke with a rep named ***** because the check would be going to Love ******, my mom. She's over the accounts so I wanted her to have a heads up that a check would be coming her way. I was told I would receive it by that Friday. I called back on Monday Nov. the 16th because I still had not gotten the check. I spoke with ***** & he said he needed to talk with a supervisor but would call me back before the end of the day. He never called. I finally called back 2 days later Nov. 18th because I still hadn't heard anything. I spoke with a rep from the Orlando office named ******* Haynes who was so rude. I asked for a manager and she told me I had to wait 24hrs to speak with one. I let her know I had already waited 2 days for a call back and I didn't want to keep waiting. I had been transferred to managers before when I asked. So, I didn't understand the problem. She said she didn't know how I was able to do that but she couldn't just make a manager appear for "my issue". She said she would transfer me to someone, but it ended up being a direct voicemail. At this point, I'm losing my patience. I called back & spoke with another rep who transferred me to the manager ***** immediately as I requested. ***** whose extension is **** said he would call me back once he figured out what was going on. I waited a few hours & called him back instead. He informed me that it was a clerical error from accounting and thats why my refund had not been mailed. He informed me that the accounting manager ****** would send the check to me. After all of the back & forth I still can't trust that my refund is being mailed anytime soon. This is unacceptable. I called on October 31st & requested my refund. Here it is Nov. 19th and I still don't have it and if I had not continuously called I probably still would be waiting. My phone is still damaged. My screen is completely shattered. This is terrible terrible customer service. I was given the runaround and still don't know for sure if I'm getting my refund any time soon.

        Desired Settlement: I want the refund that was approved by management as promised. Waiting this long and getting the runaround is unacceptable.

        Business Response: Initial Business Response /* (1000, 5, 2015/11/20) */ We apologize for the issues the consumer experienced with their device. The consumer has been contacted and advised that the check request has been submitted to accounting & will receive it in 7-10 business days.

        12/7/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Customer svc dept does not follow through on the promise of sending me a reimbursement. Repeated attempts to resolve issue result in no call backs. I was sent a replacement phone with a battery and screen issue. Due to it being a repeated issue with the battery, I made a claim and square trade offered to send me a full reimbursement for the value of the phone of $449 once I would send the phone back. After over a month I purchased a new phone for a full price and sent the faulty phone back to square trade on Oct. 6th 2015. One day before shipping out the phone, it was accidentally dropped and screen cracked. After about a week or two, not receiving my check in the mail I decided to call square trade on the status. A customer rep informed me that a manager in charge of my case named **** would call me back next day. After about a week of no calls, I made another call. I was told again that someone would call back next day. Again, no call back. This repeated over numerous times, and became evident that I was given a run around. One time I was told that an agent named ***** with ext. **** would call back next day, with no result. I even tried calling this extension, and left a message with yet again no call back. Another time I spoke with a supervisor named ***** (ext ****) who swore he would call back the next day. After a few days I called and left him a message as well, with no response. At one time I was told that there is a problem with the phone that was sent back, having a cracked screen that was not mentioned in my claim. I explained the agent, that it happened a day before I shipped it out. It was never advised to me, that additional damages occurred to the device should be called in prior to shipment so I just shipped it out expecting it would be covered just like all claims previously. I was told my case is being investigated and I should expect to get a call back within 24 hours, that never came in. It has been almost over a week since my last time speaking with Square Trade, and have given up trying to contact anyone. I am being ignored and disrespected.

        Desired Settlement: I would just like to receive my reimbursement of $449 as promised long time ago.

        Business Response: Initial Business Response /* (1000, 5, 2015/11/18) */ We apologize the consumer had issues with their device. The consumer's device experienced additional damage prior to being sent to the repair center. Due to the consumer not indicated additional damage was sustained caused the audit to fail. We are in the process of rectifying this issue and will contact the consumer again to move forward.

        12/7/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Wouldn't honor contract through Staples. Sent me to HP, got ripped off and convinced to buy protection plan that isn't honored by them. They sell their service through Staples. It is a great scam because when I went in to get my printer fixed or exchanged they said they would not honor the protection plan and sent me to HP which replaced it without hassle. Why did I buy a plan that they won't honor?

        Desired Settlement: Would like a refund for the amount paid for the protection plan.

        Business Response: Initial Business Response /* (1000, 5, 2015/11/18) */ We apologize the consumer had issues with their device. The contact information provided by the consumer is not connected to an account within our database. We have also tried to contact the consumer via email and phone but have not received a response. Initial Consumer Rebuttal /* (3000, 7, 2015/11/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Not once did they call or email me. Do big corporations think they can bully and lie now? I never received any emails or attempted phone calls from them. Final Business Response /* (4000, 9, 2015/11/24) */ We have contacted the consumer via email and phone but have yet to get a response. Also the contact information he provided is not associated with an account. At this time we are awaiting a response.

        12/7/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Great disappointment in which my claim has been handled with my MacBook Pro Below are the facts: 10/6/15: Claim filed for MacBook Pro, due to liquid and drop damage. Assigned case #XXXXXXXXXX. 10/8/15: Claim approved, box to be shipped out with label. 10/16/15: Shipping box received from Square Trade 10/21/15: Box shipped to Square Trade, FedEx XXXXXXXXXXXX 10/22/15: Square Trade received MacBook Pro, FedEx XXXXXXXXXXXX 11/02/15: Email received from Square Trade, Your item has been repaired and has shipped back. The FedEx tracking number is XXXXXXXXXXXX. 11/02/15: I received the MacBook Pro, Laptop Repair Checklist indicates that the items repaired / replaced are Keyboard, Keyboard Controller, and Top Case Assembly. 11/03/15: I attempted to power on the MacBook Pro with no success. The laptop was not charging the battery and when I was able to log in, the status bar did not move or show progress. o Contacted Square Trade at 9:50AM EST and indicated the issues I was experiencing. A new Claim Number was assigned, XXXXXXXXXXXX. I was advised to bring the MacBook Pro to the local Apple store for service and Square Trade would reimburse me for the repair cost. o Made an appointment with the Apple store, Stamford, CT for 5:30PM EST. Upon my arrival, Apple was unable to assist, as the device was not repaired at an Apple authorized service center. The remaining Apple Care warranty, good until approximately January, 2017, is now void. They were, as a courtesy, able to run diagnostics and could tell me that the battery is connected, but not functioning. Apple also indicated that there were several heat sensor's not functioning and the hard drive was also not functioning. o Contacted Square Trade at 6:55PM EST and spoke with Daisy. Daisy indicated that there is nothing that can be done with the Apple Care warranty being voided. They are sending out a new label within 24 hours, so I can send the device back in. This is where I have an issue with how this is being handled. The original claim was filed on 10/6/15 and now that I need to send this device back, I will be without the device for well over a month. The device should have been fixed correctly the first time and I should not have to request a second repair. Since Square Trade did not have the device repaired at an Apple authorized repair center, I have lost just over a year of warranty, I purchased for $349. The Square Trade warranty expires 1/8/16 and will leave me vulnerable if I experience any mechanical failure.

        Desired Settlement: Since Square Trade voided my Apple Care warranty, was unable to fix the device, and has left me with no device for well over a month, Square Trade should pay out a claim for the device of $2599.00. This will allow for a replacement device to be purchased, with the necessary warranty.

        Business Response: Initial Business Response /* (1000, 5, 2015/11/12) */ We apologize for the issues the consumer experienced with their device. The consumer has been contacted with an appropriate resolution and the device is in the process of being repaired. Initial Consumer Rebuttal /* (3000, 7, 2015/11/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Until the issue has been fully resolved, I cannot say that I accept the response. If and when the issue has been resolved, I will update my response. Final Business Response /* (4000, 9, 2015/11/24) */ Our records indicate that the consumer has been contacted by a Resolution staff member, the payout has been processed and is expected to arrive in 2-3 business days.

        12/4/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: I bought a 2 year warranty from 6/8/15-6/8/17. I went to use it and was denied. I purchased a 2 year warranty from SquareTrade for my Fitbit on 6/8/15. The coverage start date was 6/8/15 and the coverage end date is 6/8/17. I called today to use my warranty (the Fitbit stopped tracking my steps and there were other battery issues). When I filed my claim, I was told I had to go through Fitbit because they have a one year warranty and that SquareTrade could not help. That is fine and all but I was sold a SquareTrade 2 YEAR WARRANTY starting 6/8/15. Today is 11/6/15, which clearly falls into the 2 years. If they were not offering a warranty from 6/8/15-6/8/16, they should have told me. I am paying for a 2 year warranty, but only getting a 1 year warranty, which isn't effective for over another 7 months. Their product is completely misleading. They'll take your money but won't help once they have it. You can't say you're covered from 6/8/15 to 6/8/17, if you're technically only covered from 6/8/15-6/8/17. I WAS TOTALLY LIED TO.

        Desired Settlement: I want my entire $19.99 + $1.40 Tax refunded back to me. They said they would give me a pro-rated amount, but why??? Why should I even have to pay the $5, if technically I wasn't even covered these past 4 months. I also want them to stop selling warranties for time periods they do not cover. It is not right to sell a misleading product to a consumer. You can not advertise a 2 year warranty, when it is only a 1 year warranty.

        Business Response: Initial Business Response /* (1000, 5, 2015/11/12) */ We apologize that the consumer experienced issues with their device. At this time we are unable to find the consumer's account using the information they provided.The consumer has been contacted via email and phone to resolve this issue but we have yet to hear a response. Initial Consumer Rebuttal /* (3000, 7, 2015/11/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) My account is under ******* *******, my husband. I have not received any phone calls. I did get the e-mail, but them apologizing with no indications of rectifying the situation is NOT acceptable. Final Business Response /* (4000, 9, 2015/11/19) */ We are unable to find an account associated with the consumer's name or her husbands. The consumer has been contacted via email and phone but we have not received a response yet.

        12/4/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: SquareTrade misrepresentation of repair or replacement and warranty usage and refunds when I bought my use tablet from Ebay, I was offered to buy a 1 or 2 year protection plan, I chose the 2 year plan which was twice the amount of money, after having the policy in effect for 6 months I needed it repaired, square trade decided not to fix my Nokia Lumina 2520 tablet and refund my purchase price.My complaint is with buying a 2 year policy when I technically only used the first year, I asked to have the 2nd year refunded because I won't be needing it if they refused to repair or replace the tablet and refunded the purchase price of the tablet, I feel they owe me half of the warranty back which is 22.00 dollars.They say its in my policy agreement that I am not entitled to a refund for the unused 2nd year and I read the contract,it does not say I can't have a refund for the unused portion of the policy not to mention I think they stole my tablet by not fixing it plus selling a warranty not used

        Desired Settlement: I'm seeking a refund for the unused 2nd year of insurance purchased. original purchase price 43.99 divided by 2 years equals 22.00. if I bought a 1 year policy I would get the same results but not using the 2nd year because of there refusals to fix or replace, they owe me the unused 2nd year policy price

        Business Response: Initial Business Response /* (1000, 5, 2015/11/12) */ We apologize the consumer experienced issues with their device. Per the Terms & Conditions "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." We have resolved the consumer's claim by providing a cash settlement for a replacement device. The warranty is now considered fulfilled and we have no further obligations under this protection plan. You can view the SquareTrade Terms & Conditions at http://www.squaretrade.com/terms Initial Consumer Rebuttal /* (3000, 7, 2015/11/18) */ Hello BBB, this matter is not resolved and here's why and what I wrote Squaretrade. Maybe in your eyes its fulfilled but not in mine, you owe me 22.00 dollars for half of a two year warranty I can't use, I paid for 2, 1 year insurance policies totaling about 44.00 Dollars, I should be able to terminate 1 of the 1 year policies that being the 2nd year of my agreement and receive a partial refund. Nowhere in the policy does it say I cannot terminate my unused portion. let me give you an example: If I bought a 1 year warranty I would have been afforded the same coverage as a two agreement making them 22.00 for each year of coverage. also For Example: Think of it as me or you buying a car and having bought 2 years of car insurance and then in the first year we sold or traded-in-the car or wreck the car or whatever happen to the car, the point being we don't have the car any longer So therefore we no longer need to carry the 2nd year of insurance and because all this happened in the first year. Therefore we should be entitled to and receive a refund for 2nd year of insurance we purchased but did not need because we don't need the insurance any longer because we don't have the car any longer and in this case it just so happens it's a tablet, So Please refund my 22.00 dollars ASAP. and here is what Squaretrade wrote prompting my above response Final Business Response /* (4000, 9, 2015/11/19) */ As noted in the Terms & Conditions, " This is not an insurance policy and we have no further obligations if We provide a cash settlement reflecting the replacement cost of a new item of equal features and functionality." The consumer's protection plan has been utilized and fulfilled by payout for the device. We are going to make a one time exception for partial refund of the warranty.

        12/4/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: I have 3 phones insured with SquareTrade. I had a credit card stolen. I called CSR and gave them the new card #. They applied the card to 2 out of 3 phones. They forgot to apply the card to the 3rd phone and therefore cancelled the account. Their admitted mistake. Since 9/28/15 they have stalled around and not corrected the problem. I'm willing to pay any back fees to get the 3rd phone current. A simple fix. Their customer service is terrible. No help, stalling, no return calls, no supervisory help, no help from resolution dept, etc. I would like the VP of Customer Service- **** ******- to be aware of this poor customer service from his employees. Nobody taking responsibility, let alone showing any interest in fixing a simple mistake they made.

        Desired Settlement: Squaretrade can fix this error in one minute: reinstate the insurance on my iPhone 6, deduct for any back payments and simply continue billing me for the insurance on this phone. They already have my credit card info-they just need to input the info for my iphone 6. They just need to do their job like they should have done when I gave them the new card for ALL the phones, not just 2. Again, a simple fix!! Thanks, *** *****

        Business Response: Initial Business Response /* (1000, 5, 2015/11/12) */ We apologize the consumer experienced issues with their device. We contacted the consumer to address the complaint and move forward with a resolution but we have not received a response. Initial Consumer Rebuttal /* (3000, 7, 2015/11/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received an email from ******* x on 11/12/15 7pm. Because I was out of town for the weekend, I called her on 11/17/15@ 9:19am. Herr message states she will return the call within 24 hour. I received no response (like usual)As a result, I again called on 11/17/15 @12pm. I'm still waiting for a response. As I stated before, the solution can be resolved immediately by simply reinstating my coverage on the iphone6 and because they already have my billing info which I provided them many months ago- deduct the back payment to make my account on this phone current. Again, this error was their fault due to somebody not inputting the info I provided them on this account-they had no problem updating my other accounts-but they failed to correct this account. I think it would be important for their VP of Customer Experience-**** ******-to be aware of the poor customer service experience I'm having. I think Square Trade offers a great value, but severely lacks in the "customer experience" area. Thanks, Hope this gets resolved soon! *** ***** Final Business Response /* (4000, 9, 2015/11/19) */ We have made contact with the consumer. At this point the warranty unfortunately can not be reinstated Due to the nature of the situation we will still honor a repair or exchange for the consumer's device. The consumer has agreed to the resolution.

        12/4/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: My tablet was sent to be repaired and was never returned. I received an empty box delivered by FedEx. Sqaure Trade did not follow up. I sent a surface pro tablet serial number XXXXXXXXXXXX to be repaired since it was under warranty. I received a letter saying that problems had been repaired and that the item was sent through FedEx. I received an empty box from FedEx. I called FedEx who refused to take responsibility. I called Square Trade twice and gave them my claim number XXXXXXXXXXX. I was supposed to get a response after 5 days and that was Monday the 19 of October. I have not received anything. I called today and was cutoff. I now get a busy signal

        Desired Settlement: I want my surface Pro replaced or reimbursed so I can buy another one.

        Business Response: Initial Business Response /* (1000, 5, 2015/11/10) */ We apologize the consumer had issues with their device. The consumer has been contacted to resolve their complaints and we are currently awaiting a response. Initial Consumer Rebuttal /* (3000, 7, 2015/11/18) */ Thank you for your help. Square trade is not answering email or returning phone calls. I either want my surface tablet back (keyboard and charger included) or I want to be reimbursed so I can replace the lost item. Thank you again ******* ******* Final Business Response /* (4000, 9, 2015/11/19) */ We have resolved the consumer's complaint by refunding the warranty. Typically the amount is prorated but we are making a one time exception to refund the full amount. The consumer can expect to receive their refund in 7-10 business days.

        12/3/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Been 60days since I filed a claim and I have yet to receive my reimbursement check. on September 9th filed a claim, was told A ceck would be sent

        Desired Settlement: I want my check sent next day and I want a comformation number.

        Business Response: Initial Business Response /* (1000, 5, 2015/11/17) */ We apologize the consumer is experiencing issues with their device. We have reached out to the consumer via email and phone but we have not received a response.

        12/1/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Been 60days since I filed a claim and I have yet to receive my reimbursement check. on September 9th filed a claim, was told A ceck would be sent

        Desired Settlement: I want my check sent next day and I want a comformation number.

        Business Response: Initial Business Response /* (1000, 5, 2015/11/13) */ We apologize the consumer experienced issues with their device. There is no account associated with the information provided. We have reached out to the consumer to resolve their issue but have not received a reply.

        12/1/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Poor customer service and misplaced documents that were sent and confirmed as received as of 9/6/2015.Handling new claim poorly. I filed a claim today for a cracked screen,took it to get repaired (as instructed by website when I submitted claim), and once repaired, I submitted very detailed receipts of CC transaction, invoice matching CC receipt, AND my original proof of purchase receipt of my phone and original coverage with Geek Squad. I received a very genetic email stating my docs were not sufficient as there were no dates, price, etc. I called and spoke with a rep at ext **** who notified me only one receipt was received and that there was a file size limit of 5MB (which is not stated on the receipt submit page). I re-sent the receipts in 3 separate emails so they would not exceed the file size limit. The rep called back stating docs still not received and asked me to send to someone else, which I did. As the email I received was vague as to which receipts were still needed, I proceeded to ask the rep what they needed. He mentioned my original proof of purchase receipt of my phone and original coverage with Geek Squad. Again, this was sent and confirmed received by SquareTrade as of 9/6/2015 so why is this needed again if already sent and should be on file. As an added precaution, I re-sent docs to the warranty dept and receipt dept. I asked to speak to a supervisor and was told none were available and a ticket would need to be submitted and maybe I would hear back from them in 48 hours. That is ridiculous. Poor customer service!

        Desired Settlement: I would like to be reimbursed promptly for my claim and contacted by management so we can discuss this issue so it does not happen again as I have a contact with them for almost 2 full years.

        Business Response: Initial Business Response /* (1000, 5, 2015/11/10) */ We apologize the consumer experienced issues with their device. The consumer's payout has been processed and should be received by November 12, 2015 via their selected payment method. Initial Consumer Rebuttal /* (3000, 8, 2015/11/17) */ I was told by the Supervisor on Sunday 11/8/2015 that my documents were located, all 5 emails i sent, and I that I would receive my reimbursement via paypal with in one business day. I have an email confirmation for this. I waited 48 hours before calling back. I spoke with a rep who inquired about my payment with accounting and I was told again that I would receive my payment with in one business day. That was on 11/11/2015. It is now 11/13/2015 and I had to call again and ask for another supervisor who notified me that my payment would be processed today and i should receive it by tonight or tomorrow. This is what I have been 3 times now. The supervisor then told me they only process payment Tuesday and Friday, but could not tell me why my payment was not submitted for the Tuesday payment if the supervisor from Sunday submitted it then. I keep getting the run around and have now left a message for corporate office. It took me a week to obtain that number as they were all unwilling to provide the number. I expect a call from the corporate office as all the reps and 3 supervisors i have spoken with have given me the runaround and have not provided accurate information. This needs to be addresses immediately. Final Business Response /* (4000, 10, 2015/11/19) */ The consumer was contacted on November 16th, she confirmed reimbursement has been received and the issue has been resolved.

        12/1/2015 Problems with Product/Service | Read Complaint Details
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        Complaint: SquareTrade giving me the run around on a damaged IPhone5s. I have been used SquareTrade for a few years now and I had never had any problems with them before. I purchased an iPhone 5s last year for my older daughter, and then proceeded to acquire a warranty for that phone with ST. Early this year the phone was badly damaged due to my younger daughter getting a hold of it and dropping it from a balcony, the phone was basically shattered, I proceeded to call ST and they told me to go to the apple store and get a refurbished phone (exchanging the badly damaged one) HOWEVER Apple has denied to exchange said phone TWICE due to the extensive damage it has, I called ST and informed them of this and they STILL kept sending me back to the Apple store and get a "refurbished IPhone 5s in exchange for the damaged one" I was also told I would pay roughly 285 dollars and then I would send that receipt to ST and they would reimburse me for it. However since Apple has denied exchanging my damaged phone TWICE and ST is giving me the run around, I have decided to take matters with the BBB. ALL I want is for ST to honor their warranty commitment with me and repair/replace/reimburse me for the phone. Sincerely **** ******

        Desired Settlement: Either a replacement OR refund would be satisfactory to me.

        Business Response: Initial Business Response /* (1000, 5, 2015/11/12) */ We apologize for the issues the consumer experienced. The consumer has been contacted to move forward with the claim. At this time we are awaiting a response. Initial Consumer Rebuttal /* (2000, 7, 2015/11/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) They were very helpful in closing this claim this time. I have done business with SquareTrade before and it has never escalated to this level, I will now resume purchasing new insurance from them for my new electronics.

        12/1/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Square Trade is unwilling or unable to make successful repairs to a defective PC I purchased They are in breach of their warranty obligation to me. I purchased last year, 5/27/14 from QVC an HP All-in-One 23" Touch Smart AMD Quad Core 4GB RAM 1TB HD w/ MS Office for $863.22. I also purchased a Square Trade 3Yr Service Contract/ADH: for Electronics for $149.00. The entire purchase was for $1,013.21. The QVC Order Number: XXXXXXXXXX. I had problems with this PC soon after purchase and while still under warranty with HP. HP had me ship it to them for troubleshooting. When HP shipped it back all my files were wiped out and the PC was not fixed. It continued to shut down automatically in the middle of being on line or working on an MS office document. I then contacted Square Trade. They referred me back to HP. A year went by and the PC was NEVER fixed. I again contacted Square Trade. The Square Trade representative on the phone informed me that someone would come in person to fix it. Soon after I received a call from the technician. He informed me that he was not coming in person and I would have to re-install the software. I explained that HP had already done that. They then told me to bring the PC an IT repair person or place and they would refund me for the costs. They never did. I brought this PC to Best Buys Geek Squad, where I paid $199.00. They reinstalled the software. Afterwards the PC began to automatically shut down. The Geek Squad attempted to trouble shoot twice more. They recommend I go back to Square Trade since this is apparently a defective PC and the problem is NOT in the software. Last week, I contacted Square Trade again. Again, I got the run around again. They sent me via email "reboot" instructions for a lap top. However the defective PC is a desk top. After contacting them again, they then contacted me via email and said someone would call me. I perceive that Square Trade is unwilling or unable to make successful repairs to this defective PC, and are in breach of the warranty obligation pursuant to the SquareTrade 3Yr Service Contract I purchased.

        Desired Settlement: Either replace with a new PC or issue me a full refund.

        Business Response: Initial Business Response /* (1000, 5, 2015/11/12) */ We apologize that the consumer experienced issues with their device. The consumer has been contacted and we are currently awaiting a response to move forward.

        12/1/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Lack of communication from the company after receiving our computer and not keeping promises of email updates, while being told waiting for parts. Called to report cracked screen on 10/1/15 email received on 10/1/15 @ 1:52pm for approval to send for repairs email received on 10/6/15 @ 12:13pm of computer shipment for repairs two emails received 10/10/15 @ 9:11am 1st about receiving computer 2nd about delay due to parts and will contact me on 10/20/15 about next steps repair versus replacement. After this point no more communication from Square trade. 10/20 I called Square trade was told waiting for parts and I will receive an email confirming this in 24hrs no email received. 10/22 I called square trade was told still waiting on parts should be fixed by 1st of next week and I will again receive an email confirming this in 24hrs no email received 10/24 I called to check on status due to not having received an email conformation was told still waiting for parts and I would be refunded the price of the warranty cost due to lack communication from square trade and will receive an email in 24hrs confirming this again NO email received 10/26 I called to check status spoke with "****" and was again told waiting for parts and that computer is possibly non repairable and again offered refund of warranty cost and once told I had already received that offer on 10/24 then was told I would know something by Friday "repaired or replacement" 10/30 after two calls was able to speak to "****" again and was told computer IS NON repairable and will receive call/email in 24hrs as what the next step will be I informed **** about my concern for the lack of communication/email from square trade and that I am the one calling was told that she can not get a response from that department and I will know something in the next 24hrs and that she understands my concerns and she will handle this.

        Desired Settlement: Refund or repair as per their warranty

        Business Response: Initial Business Response /* (1000, 5, 2015/11/11) */ We apologize the consumer has issues with their device. The consumer has been contacted and their complaint resolved.

        12/1/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: having difficulties getting a claim settled! My tv went out and I have tried for over 2 months trying to get them to make a settlement but i am still waiting for the check to arrive. I called them today and they fail to give me any answers as to why this has not been taken care of.

        Desired Settlement: I simply wish to get the check which is owed to me.

        Business Response: Initial Business Response /* (1000, 5, 2015/11/10) */ We apologize the consumer had issues with their device. Our records indicate the consumer's check has been processed and should be received by November 13th.

        12/1/2015 Delivery Issues | Read Complaint Details
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        Complaint: Indian moron said contract was cxled at my request but have no confirmation that it was. Love those indian morons. Poned on 10/3115 AND 11/01/15 and spoke to a huge cadre of indian morons (each more stupid than the other!) to cxl my contract. Moron would not give me his name or confirmation number. What a lowlife company you are.

        Desired Settlement: Full refund to my credit card of $124.00 USD

        Business Response: Initial Business Response /* (1000, 5, 2015/11/10) */ We apologize the consumer had issues with their device. The consumer has left derogatory messages and been verbally abusive to staff members while working with us to resolve his concerns. We would like to resolve the consumer's complaint in a professional manner. Initial Consumer Rebuttal /* (3000, 7, 2015/11/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) This lowlife scum company has no respect for its customers and deserves much more invective than I have proffered. The lowlifes are obfuscating the issue but say nothing about my entitled refund. I demand my full refund and then I want them to implode. DO NOT MARK THIS COMPLAINT AS RESOLVED!!!!!! Final Business Response /* (4000, 9, 2015/11/19) */ Our records indicate that the consumer's warranty has not been cancelled and is still active. We have tried to reach him via phone and email to confirm how he would like to move forward but we have not received a response.

        12/1/2015 Problems with Product/Service | Read Complaint Details
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        Complaint: I canceled a warranty and they refunded to a closed account. They will not help me get this money back and have hung up on my o=more then five times. I'm asking for the name of the back they refund the money too and the full card number and a phone number to the bank. They have done nothing to help me with the problem they caused me. The last four of the card is **** the Item was an iPad air 2 and I should be getting back $90.26. Please help make them do the right thing,

        Desired Settlement: I want my money refunded.

        Business Response: Initial Business Response /* (4000, 8, 2015/11/25) */ We have contacted the consumer and both parties agreed on an appropriate resolution for the complaint. The consumer will be receiving a reimbursement for their warranty via check. Initial Consumer Rebuttal /* (2000, 10, 2015/12/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was told I would get a refund. Thanks BBB.

        12/1/2015 Billing/Collection Issues
        11/30/2015 Problems with Product/Service | Read Complaint Details
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        Complaint: Squaretrade refused to honor my warranty and is legally obligated to cover my device per the contract terms under the Magnusson-Moss Warranty Act. I am appealing a decision by the SquareTrade Claims Department to not cover my product under the "SquareTrade 3-Year Computer Accident Protection plan ($900-$1000)" terms. Per the terms of my contract with SquareTrade, my manufacturer refurbished Dell XPS 12 (9Q33) laptop (purchase date: 08/27/2014) is eligible the warranty I purchased from Amazon.com (purchase date: 09/04/2014) for my spouse (as named in the warranty with SquareTrade). As requested by SquareTrade, my receipt for the Dell XPS 12 laptop was emailed to the designated address on 09/17/2014. On 10/12/2015, I contacted SquareTrade via telephone to verify that this item was still covered under warranty. The SquareTrade employee assured me that the item was in fact covered under warranty and sent me email confirmation. On November 4th 2015, the laptop experienced water damage - a claim was filed immediately. On November 6th 2015, I contacted the claims department to assess the progress of my claim. At that time, I was informed by a courteous supervisor (at extension 1371) that the laptop was ineligible for coverage under the ADH Warranty (see ticket #XXXXXXXXXX for additional details). The stated reason for this decision to deny my claim is that the laptop was purchased from eBay (as newly manufacturer refurbished), and the warranty was purchased from Amazon. According to the supervisor, the product would have been eligible if the SquareTrade ADH Warranty was purchased through eBay instead of Amazon. The courteous supervisor, verbally agreed that SquareTrade should do what they can to make it right. So, he contacted his Assurance Team Manager, who declined to hear my case and stated that the decision of ineligibility was going to stand (This individual refused to speak with me about this despite my earnest request) The courteous supervisor offered to fully void and refund the warranty. I declined cancellation at this time, stating that I would first contact the legal department and see what recourse was available. It is clear that SquareTrade failed to dispute warranty eligibility of this laptop on several counts: at the point of purchase (09/04/2015), registration (09/17/2015), or verification (10/12/2015). On the contrary, SquareTrade assured coverage of the laptop under the warranty in every interaction until the point at which a claim was filed. SquareTrade is legally obligated to cover this device per the terms of my warranty contract under the Magnusson-Moss Warranty Act. The Warranty Contract provided to me does not describe that the warranty must be purchased from the same seller as the laptop. Per the terms of my contractual agreement with SquareTrade, my product is warrantable under the "SquareTrade 3-Year Computer Accident Protection plan ($900-$1000)". Legal proceedings will be initiated if SquareTrade continues to avoid meeting it's contractual obligation.

        Desired Settlement: I demand repair, replacement, or refund. SquareTrade is legally obligated to cover this device per the terms of my warranty contract under the Magnusson-Moss Warranty Act. Per the terms of my contractual agreement with SquareTrade, my product is warrantable under the "SquareTrade 3-Year Computer Accident Protection plan ($900-$1000)"

        Business Response: Initial Business Response /* (1000, 5, 2015/11/11) */ The consumer has taken legal action to resolve the complaint. At this time SquareTrade's Legal department will be moving forward with the case. Initial Consumer Rebuttal /* (3000, 8, 2015/11/12) */ Hello, My name is ****** ********. My case # is XXXXXXXX. This message is requesting specific action in regards to this case. A SquareTrade Resolution Specialist named ****** has reached out to me. Before doing anything further, ****** stated that he wants to wait and here from the BBB directly. Could you have the BBB individuals assigned to my case contact ******? Here's his information - Name: ****** - Phone: ************** ext. **** - email (not his personal email, its a bulk email address..): ************@squaretrade.com As mentioned above, the email address appears to be a bulk email address, not specific to the SquareTrade employee. Please handle my case with urgency. The broken laptop is used by my wife, *******, for work. She's told me the current state of affairs is negatively impacting her productivity on the job. I am hoping this situation is rectified with expediency - so far SquareTrade is failing to do so. Perhaps the BBB can change that. ****** ******** ************* XXX-XXX-XXXX Case #: XXXXXXXX Final Business Response /* (4000, 16, 2015/11/20) */ The consumer has been contacted and is aware he will be receiving a reimbursement for his device within 7-10 business days. Final Consumer Response /* (2000, 18, 2015/11/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate SquareTrade coming through for me. In the end, they honored my warrenty.

        11/27/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: not honoring warranty and continues to play games, now into the 7th week of dealing with this issue. I do not believe this is even a real company. purchased a labtop through staple purchased extra warranty thru squaretarde. issue arrose on labtop before a year old, it was determined it couldn't be fixed. they agreed after several phone calls to retun money. they sent to checks for same amount. i cashed the one they said was the right one. in return they put a stop on the check. this sent my bank account into a negative and has caused other things to be overdrafted. I just get the run around if you can even get thru to a person there. I don't believe squaretade is even a real company. Just a scam.

        Desired Settlement: 549.99 plus a 15 cahrge for there bad check and all theoverdrafts on my account since this check was not good.

        Business Response: Initial Business Response /* (4000, 7, 2015/11/12) */ We apologize that the consumer experienced issues with their device. The consumer was re-issued a check after stating the first one was not received. The initial check was voided but it appears the check was mistakenly cashed. We have resolved this complaint by confirming a replacement check has been processed and as a courtesy we reimbursed the consumer for overdraft fees. Final Consumer Response /* (3000, 5, 2015/11/04) */ A check is suppose to be on its way to me now, but the business practices are very poor. This should have not taken this long.

        11/26/2015 Problems with Product/Service | Read Complaint Details
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        Complaint: Dell Laptop computer was dropped & several things were wrong with it. Was not fixed to my satisfaction. 1st Problem date Oct 26, 2015. Dell computer purchased in July 2014 @ Staples in **********, **. Square-trade plan was $199 which says it covers everything other than loss, theft or intentional damage. Computer was dropped, flash drives didn't work on the left side that took hardest hit. Screen was cracked, mouse didn't work correctly. Also sticky stuff around the hard drive from where I had spilled tea near it but wasn't sure it actually got into it until I saw that. Received computer back from Square-trade on Oct 29. Noticed mouse was not working any better, sticky stuff still on & around hard drive & a black box was coming up concerning the hard drive but goes away so fast you can't ready what's in it. Called Squaretrade around November 4,2015 & talked with Sravya B to tell her about the box that was coming up & she kept cutting me off & wouldn't let me finish a sentence. She took control of my computer which took about an hour & typed some things into a chat box. I was about to respond to something she said & she shut down the box before I could respond. She was very rude which resulted in me responding the same way. We had to call & talk to someone else to see what she had put was wrong with the computer. The result was USB drives were not working. Ok I had just gotten the computer back one week prior for the very same issue. (The USB drives were all working by the way. Squaretrade received the computer on Nov 14th at 8:42 & at the very same time I got that email I also got an email from them that they had to order parts that would take until Nov 23. I called to ask what parts they were waiting on. No one could tell me. The next day I got an email saying the computer was on the way back to me & had been fixed. I received it on Nov 18,2015 so I don't know how they had time to do anything at all to the computer. The paperwork sent to me doesn't make sense at all. I talked with someone on Nov 21, 2015 & was told he wanted to do troubleshooting on my computer about the black box coming up concerning the hard drive. He kept saying it was a software problem & they don't cover that. We told him at this point we wanted to talk to a supervisor. He would not let us. Just kept giving us the runaround. We took the computer to Staples & the tech there checked & said that it was not a software problem. He actually talked to the same guy we had been talking to. I did not get his name unfortunately because they do not offer it when you call Square Trade. We were told under no uncertain terms were we going to get our money back for the damaged computer after we paid $199 for the extra protection that is supposed to cover everything.

        Desired Settlement: Square trade needs to change their advertising on their brochures if they are going to make it impossible to get your money back for them. I see it as false advertising. Right now they are telling me that it is a software problem which is not covered yet the plan I purchased says nothing about software not being covered. It states clearly that the only reason they would not pay is for intentional damage, loss or theft. And at this point it is not a software problem as it was checked by a Square Trade tech on Nov 4, 2015 as well as a Staples tech on Nov 21, 2015. They give you the run around so they do not have to pay. We ended up canceling what was left of our plan with them & will never ever purchase Squaretrade again as they are nothing but a scam it seems. At the very least they should be gotten for false advertising.

        Business Response: Initial Business Response /* (1000, 5, 2015/11/24) */ We apologize the consumer experienced issues with their device. The consumer has been contacted to resolve their concerns. Per Terms & Conditions, "We don't cover software issues, including for computers, phones, and tablets" however the consumer has been offered additional repairs and we will cover if a software issue is not determined. At this point we have processed a refund for the full amount paid for the warranty. Initial Consumer Rebuttal /* (2000, 7, 2015/11/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) The person I spoke with was very nice & helpful. She offered to let me send my computer in again & troubleshoot it one more time & if it wasn't a software problem they would refund the price of my computer fully. With everything going on with the holidays I chose to just take the full refund of the protection amount that was offered. This person was very nice & wonderful to speak with & did agree that the brochures need to be in line with the contract you receive online. I feel the refund of the warranty is a fair resolution. Thanks Squaretrade.

        11/24/2015 Problems with Product/Service | Read Complaint Details
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        Complaint: Third "like new" replacement not good in less than 3 months I cracked my screen on my Iphone 5S in August; I called Square Trade to have it repaired or replaced. I spoke to a representative in Pakistan, (have name at home)who informed me I had to take it to a repair shop in *******, ** which is approx. 30 miles, one way, from my residence. He stated that was nearest approved facility (so not true I found out later)I went there and they did not have a white screen (did not tell me this over phone - not square trade's issue)so I wasted the drive. I called square trade again and was told option was return to ******* when they a white screen or send it in and they would send replacement immediately. Long story short I sent it in, not realizing that new or like new always means refurbished... I have received 2 so far; one of which almost melted and most likely would have burned me had I not had a case on the phone that eventually just froze. The first phone had 3 trips to phone repair shop, one of which I paid $110 to have repaired, although I was reimbursed it definitely was not easy nor convenient, luckily though,this one was actually less than 10 miles away, although the rep. kept trying to send me to Hayward, **.? I live in ******** **. not ********. That representative was in U.S. somewhere. Anyhow started new claim, paid deductible again because I was at 31 days (they give you 30). Second replacement phone kept getting complaints people could not hear me and on my end there was some weird buzzing noise sporadically throughout phone calls, other party said they could not hear that. I forgot other problems at this point because that phone went back before 30 days and they actually made me pay the deductible but reimbursed me for the last one? Weird accounting? I am on third phone which I originally filed the claim on Oct. 27th, 2015 and received an email stating claim started, then on Oct. 29th I got another email saying a different claim started but still nothing saying they sent a replacement phone with tracking information. I called in and spoke with a very nice lady who said she was in San Francisco, she looked into the account and ended up starting at least 2 more claims. Finally I had an email saying I would have a phone by 8pm on Oct. 31st - I waited at home all day for said phone, it arrived on Monday around 10am; luckily I had someone who could wait at my house and sign for it. Which brings me to my third phone, that the nice lady from San Francisco Square Trade (have her name at home) informed me they would buy the phone from me and negate my insurance if there was an issue with the 3rd replacement. The 3rd phone has the same background buzzing and sporadically turns on speaker phone during a call. I also after being on hold with square trade twice today, for 45 min and 15 min respectively, could not turn off speaker or hang up. That of course could be LCD and not actually speaker but we don't want to go into the several calls during this time to Square Trade Tech to try and fix issues prior to replacing phones. Currently after todays calls I am told my account is errored out; a manager who you can't speak directly to is looking into it and someone will call me back. After waiting for 4 hours for call back (**** in Florida) I called and spoke to **** in Florida who said someone would call me back tomorrow. I am not holding my breath... i have asked to speak to a manger several times; promised account escalation by at least 3 rep's ( but no notations unless **** added one today for real). Now I feel like I am getting the run around and I just want a phone that works.

        Desired Settlement: I want to speak with a manager at Square Trade, specifically in the warranty dept. and formally complain about the whole warranty process mismanagement. This complaint with BBB may suffice for that. I also want them to pay me the $449 they siad was the Verizon amount for my Iphone 5s so I can get a replacement that actually works.

        Business Response: Initial Business Response /* (1000, 5, 2015/11/18) */ We apologize the consumer had issue with their device. The consumer has been contacted and agreed to the suggested resolution. Initial Consumer Rebuttal /* (3000, 7, 2015/11/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I haven't been notified they received the returned defective phone nor that a payment has been sent to my paypal, I did receive a call from square trades conflict resolution dept. after I filed complaint. I will state it is resolved when resolution is complete... Payment received. Final Consumer Response /* (2000, 10, 2015/11/24) */ I received the check for $449 in the mail ( even though suppose to go to PayPal) sit my issue is resolved. Thank you BBB because I was getting nowhere by mysel; many lengthy phone calls (holds), trips to repair shops and months worth of messed up refurbished phones...

        11/23/2015 Problems with Product/Service | Read Complaint Details
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        Complaint: The max coverage amount on protection plan XXXXXXXXXXXX should be $199 not $99.99. I cannot get anyone to help me with this. On 9/20/15 I purchased a protection plan for an ASUS Chromebook that I mistakenly categorized as a tablet for 39.99 with a $199 maximum coverage. On 9/21/15 I emailed my receipt of $179.14 for the ASUS Chromebook and received an acknowledgement from SquareTrade. After reviewing the plan online, I saw/realized that the ASUS Chromebook should be categorized as a laptop rather that a tablet. I called (the first among many) SquareTrade and the rep said it would be changed. After the plan was changed to laptop the max coverage indicated $99.99. I called and was told not to worry that I DID NOT HAVE TO DO ANYTHING and I would be covered up to the receipt amount I submitted, I called a few more times to verify this and was told I would be covered to the receipt amount. On October 31, I filed a claim for the ASUS Chromebook and was told The max coverage was $99. I called/emailed several times to get this corrected all to no avail. I need help.

        Desired Settlement: Change the max coverage to $199 so I can proceed with the claim.

        Business Response: Initial Business Response /* (1000, 5, 2015/11/12) */ We apologize the consumer experienced issues with their device. In order to move forward with the claim we are requesting additional information from the consumer and we have yet to receive a reply. Initial Consumer Rebuttal /* (2000, 7, 2015/11/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was finally able to resolve this problem. Thank you BBB, without your help I would still be spinning my wheels.

        11/23/2015 Delivery Issues | Read Complaint Details
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        Additional Notes

        Complaint: Refusing to honor contract after replacing device with defective device. I filed a warranty claim on an iPad I dropped on 10/5/15. After weekly calls to find the status, and being told it was being repaired, I received an email stating that a replacement device was being sent to me. It arrived on 10/31/15. Note: that's 26 days. Anyway, I switched it on, and it said connect to iTunes. I tried that and iTunes could not restore it. Its said "An unknown error has occurred" and then nothing happened. I took it to the Apple store who tried to run diagnostics on it, but I was told it was unrepairable. To summarize: Squaretrade had my iPad for THREE weeks, and sent me a defective one. I just called the claims department, and explained all of the above. It took about an hour with hold times. I spoke to an agent by the name of *****. He understood my frustration, and asked if I would be ***** with reimbursement. I said yes. He asked me how much I paid for it. I told him. He asked me to go on hold whilst he "processed the request." And then the line went dead. And he didn't return my call. I called back within 30 seconds, and a different guy answered, by the name of ******. I asked to speak to ***** and I was told he had gone on break. So then I asked to speak to a supervisor. He told me that they were ALL in meetings. I called back in the evening and was told ***** ***** - a supervisor would call me back. It's Tuesday - still nothing. So I called this morning - same thing: a supervisor will call me back in 30 minutes. Nothing. So I called this afternoon - same thing: a supervisor is unavailable but will call me back in 30 minutes. That was 2 hours ago. I highly suspect Squaretrade is being dishonest in its practices, here. They send me a defective replacement iPad after having had mine FOR THREE WEEKS, and then when finally reaching a resolution, they hang up on me, and suddenly anyone who can resume my reimbursement is either "on a break" or "in a meeting." Other than commit fraud, what is their explanation for the above? Please let me know your resolution.

        Desired Settlement: Simple - fulfill the warranty contract - either send me a similar iPad, or reimburse me so that I can buy a replacement.

        Business Response: Initial Business Response /* (1000, 5, 2015/11/05) */ We apologize the consumer had issues with their device. The consumer has been contacted to resolve his complaint and has agreed to a payout for his device. For the inconvenience he experienced we also refunded the warranty price.

        11/23/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: square trade would not honor extended warranty that was purchased for a kindle HD. Warranty ends at 11/1/15 called for warranty claim 10/26/15. I called today for a warranty claim on my kindle hd 7 due to a cracked screen. The warranty was purchased 11/1/2013 and includes ADH. Square trade would not honor the warranty because in there records it has already expired, even after explaining that I'm looking at my square trade coverage receipt online at there website which it clearly states that my coverage will end on 11/1/15. They are lying and not providing the service that i have purchased.

        Desired Settlement: I want the BBB to make sure that the company Squaretrade does not rip off unsuspecting people for there bad business and if possible get my money back for a service that i paid for but not delivered.

        Business Response: Initial Business Response /* (1000, 5, 2015/11/04) */ We apologize that the consumer is having issues with their device. The consumer has been contacted by email and via phone but we have yet to get a response.

        11/23/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Square trade improperly repaired my computer which lead to significant new damage, then refused to honor quality assurance. Must now pay out of pocket I purchased my "HP Envy 15-j070us 15.6-Inch Touchscreen Laptop " from amazon on 5/19/14, order # XXX-XXXXXXX-XXXXXXX. I then purchased my Square trade protection policy, also on amazon 6/05/15, Order #XXX-XXXXXXX-XXXXXXX. It was a three year plan that covered accidental damage. I then filed a claimed 5/08/15 for a cracked screen, claim number XXXXXXXXXXXX. The item was repaired by square trade and returned via mail, they replaced the entire screen and subtracted $459 from my $699 warranty. The screen was improperly secured to the base of the computer, two screws fell out, and the casing of the base has cracked on the right hand side. When I received the item there was a slight internal rattling as if something had been dislodged. My computer is now having temperature issues due to the fact that the improper installation has compromised the cooling system. My screen is also unevenly situated such that the left hand side sits higher than the right. When I called square trade to have them fix the improper installation, they informed me I must open up a new claim and take any repair costs out of the remaining $249 on my warranty. They would not repair the improper installation and claimed that the new damages were no fault of theirs, but they would be ***** to take it out of my warranty to fix it. I asked to speak with a manager and they informed me that I would be called back within 24 hours, which never happened. When I speak to representatives they refuse to assist me any more than opening a new claim against my remaining warranty value. My computer is no longer in functioning order due to their improper screen installation which created more damage. Square trade has lost my confidence in their ability to do a proper job with my device. I would like to receive my full original warranty value of $699. I would be more than ***** to send them the laptop they destroyed so they can recover their parts.

        Desired Settlement: Full value of my original warranty at $699 in exchange for the device under warranty that square trade destroyed.

        Business Response: Initial Business Response /* (1000, 5, 2015/11/05) */ We apologize that the consumer is experiencing issues with their device. The consumer has been contacted by phone & email to address her concerns. At this time we are awaiting on a reply to move forward.

        11/23/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: filed claim week ago 4 hardware issue but SQT claims is software to delay claim and make my warranty expire 10/27/15 9AM I FILED A CLAIM ONLINE - COMPUTER MOUSE PAD NON FUNCTIONAL, COMPUTER FUNCTION KEYS ON KEYBOARD NOT FUNCTIONAL, COMPUTER FINGERPRINT UTILITY NO LONGER OPERATIONAL, COMPUTER WIRELESS FUNCTIONALITY NO LONGER OPERATIONAL. WE ADVISED THIS IS OUR SENIOR PARTNER'S MAIN BUSINESS COMPUTER SO OUR BUSINESS IS ADVERSELY AFFECTED. 10/27/XX X:XXAM WE CALL SQ PER EMAIL INSTRUCTIONS; WE PROVIDE ALL INFO TO CSR.THEY REPLY SOMEONE FROM COMPUTER TECH WILL CALL BACK IN 5 MINUTES TO DIAGNOSE COMPUTER 10/27/15 1PM ITS BEEN SEVERAL HOURS NOW WE GO AHEAD AND CALL AGAIN SINCE WE NEVER GOT COMPUTER TECH TO CALL US, THEY SAYS SOMEONE WILL CALL US BACK 10/27/15 SOMEONE FINALLY CALLS BACK BUT WANTS COMPUTER TO BE CONNECTED TO INTERNET TO DIAGNOSE WHICH WE DON'T HAVE HARD CONNECTIVITY TO INTERNET AT THIS OFFICE SO WE POSTPONE IT TO NEXT DAY FROM ANOTHER LOCATION THAT HAS HARDWIRE INTERNET 10/28/15 SQT COMPUTER TECH GETS REMOTELY INTO THE COMPUTER FOR 5 HOURS! HE FINALLY CLAIMS THAT THE ISSUES WE ARE EXPERIENCING ARE SOFTWARE ISSUE AND NOT HARDWARE ISSUES, HE SAYS WE HAVE TO BACK UP THE ENTIRE COMPUTER AND WE HAVE TO SHIP IT TO THEM AND THAT THEY WILL HAVE TO REINSTALL THE WINDOWS OPERATING SYSTEM ALL OVER AGAIN. WE NOTE WE NEVER HAD ANY ISSUES WITH OUT SOFTWARE NOR WITH OUR WINDOWS VERSION BUT HE INSIST THE ISSUES ARE NOT HARDWARE ISSUES. 10/28-11/1 WE START EXPERIENCING PROBLEMS WE NEVER HAD ON THE COMPUTER BEFORE PRIOR TO SQT PROBING COMPUTER FOR 5 HOURS! FOR EXAMPLE OUR ICONS ARE GONE AND WE START GETTING A BLUE SCREEN; NOW WE CAN'T EVEN TO OUR DAILY WORK ON OUR SYSTEMS BECAUSE SQT DID SOMETHING TO RUIN THAT 10/30 WE RECEIVE THE SHIPPING DOCS FROM SQT 11/2 WE SHIP COMPUTER TO SQT OUR FEAR IS THAT OUR WARRANTY EXPIRES IN SECOND WEEK OF NOVEMBER, ACCORDING TO MY RECORDS, AND THAT SQT IS USING THE "SOFTWARE" EXCUSE AS A DELAYING TACTIC TO ALLOW FOR OUR WARRANTY TO EXPIRE. WE THINK SQT WARRANTY IS DECEPTIVE IN THAT OUR ISSUES WERE CLEARLY HARDWARE ISSUES,NOT SOFTWARE ISSUES, AND SQT REMOTELY PROBE COMPUTER AND NOW WE DO HAVE ISSUES WITH SOFTWARE WE NEVER EVEN EXPERIENCED BEFORE. PRIOR TO FILING THIS COMPLAINT WITH BBB, I FOLLOWED INSTRUCTIONS ON BBB STATING THAT: "Filing a complaint? Looking for a faster resolution? Call SquareTrade's complaint line directly - 866.840.2196 Monday through Thursday 8 am to 6:30 pm Pacific Time and a Resolution Specialist will work with you to resolve your issue. - See more at: http://www.bbb.org/greater-san-francisco/business-reviews/extended-warranty-contract-service-companies/squaretrade-in-san-francisco-ca-XXXXX#********************" I DID CALL ON 10/27 AND LEFT DETAILED VOICE MAIL AND AS OF TODAY I HAVE RECEIVED NO RESPONSE AT ALL!

        Desired Settlement: WE SIMPLY ASK SQT REPLACE THE COMPUTER PER WARRANTY PROMISES

        Business Response: Initial Business Response /* (1000, 5, 2015/11/05) */ We are sorry the consumer had issues with their device. At this time their device is being repaired and it should ship within the next couple of business days. The repaired device comes with rework period so even if the consumer's warranty ends she can still move forward with filing a claim. We are in contact with the consumer to ensure her repair is satisfactory.

        11/19/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: I bought a 2-year warranty for 2 hp laptops from squaretrade. I did as directed by their company. Now I have no laptop or the money i was promised! I purchased squaretrade for 2 chromebook laptops that I bought for my kids. I called squaretrade regarding my warranty 6 mo ths after purchasing the computer for both laptops after both of my kids complaining of same exact keys not working on the keyboard. square trade initially gave me the run around stating that I should contact HP directly since the product was still covered under the manufacture warranty. I attempted that and could never get in contact with a real person from HP. I went back to square trade (since I purchased their 2-yr warranty) and demanded they solve the issue since I paid for the seevice. It took a total of 2.5 months before they finally gave in and told me to send the laptops and I would be reimbursed. I sent both laptops back but then obly received one check for only one laptop. I called square trade to inform them of the mistake and I was assured by a representative that the check should be there within a few days. A few days turned into a week so I called squaretrade back. They the stated that they would cancel the check that was never received and send out a new one which ahould be received within 7-10 business days. 2 weeks pass ***** no check so I call square trade again and they then tell me they expedited a check and it should be received within 3-5 business days. Guess what. 5 Business days pass *** still no check. I am livid at this point because not only has square trade NOT followed through on the services that I paid for but they now have stolen my laptop that I paid 269.99 for!! I called again and went off on how this company has now stolen my property and they cancelled the en route check (AGAIN) and tell me the new check should be here within 48hrs. I demanded a USPS tracking number and they told me to call back in the a.m and one will be provided. I will be doing thia first thing in the morning but I am 99% certain I will never receive that check and will have to take legal action. This business is a scheme and amazon should stop selling any products or services it claims to provide.

        Desired Settlement: I would like the refund of 296.99 for the computer from squaretrade. I would also like square trade to acknowledge that this is an issue. Amazon should not be aelling theor services if they are not a reputable company.

        Business Response: Initial Business Response /* (1000, 5, 2015/11/02) */ We apologize that the consumer experienced issues with their device. The consumer has been issued an expedited check and it was received on 10/27/15.

        11/19/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: I HAVE FILED A CLAIM AND NO RETURN LABEL RECEIVED AS ON 45 DAYS. ALSO I CALLED CUSTOMER SERVICE AND THEY STATED NO CLAIM HAS BEEN FILE. PURCHASE AUGUST 17,2015 AT SAMS CLUB A SAMSUNG GALAXY TABLET 7.5

        Desired Settlement: I WOULD LIKE FOR SQUARE TRADE TO FIX THE ISSUES; IF I TAKE THE TIME TO FILE A CLAIM AND NO RECORD OF MY CLAIM BEING FILE IS UNACCEPTABLE

        Business Response: Initial Business Response /* (1000, 5, 2015/11/02) */ We apologize that the consumer is experiencing issues with their device. We have reached out to the consumer via email and phone to resolve the issue but have not received a response.

        11/18/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: SquareTrade failed to honor my warranty. This complaint is regards to Care Plan ID:XXXXXXXXXXXX for claim # XXXXXXXXXXXX. During the beginning of October my tablet stopped working. I filed a claim on squaretrade.com. Although I had uploaded my receipt previously the system still needed me to do so. I uploaded my receipt at least 6 more times and nothing happened, other than receiving an email suggesting I perform a hard reset on my device. I contacted SquareTrade to advise that this didn't work and that I had uploaded the receipt. I was told service would be assigned within 48 hours. It is now 11/2/2015 and the status still remains on assigning service. This is way past the 5 day time-frame SquareTrade suggests for repairs.

        Desired Settlement: SquareTrade took too long to resolve my issue to repair, replace, or refund me for my defective product. At this time I've already purchased a replacement tablet and am not interested in SquareTrade attempting repair on my defective one and returning it to me. I would like SquareTrade to email me a prepaid label to *********@gmail.com to send this defective tablet off, and issue me a reimbursement by check once the tablet is received. I would also like a refund for the warranty due to the poor handling of my case. The refund check can be sent to: ******* ****** ******************************* XXXXX

        Business Response: Initial Business Response /* (1000, 5, 2015/11/05) */ We apologize the consumer is having issues with their device. Our Assurance team is in the process of verifying the consumer's claim interaction. The consumer has been contacted via email and phone but we have yet to receive a response. We have provided the consumer with the appropriate contact information to resolve this issue and we will reach out to them again to rectify their concerns. Initial Consumer Rebuttal /* (3000, 7, 2015/11/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not received a phone call from SquareTrade regarding this. I did receive the email and have called the phone number and extension provided. I left a message Friday November 6, and another message the morning of Monday November 9. I still have not received a call back from SquareTrade to resolve this issue. I can be reached at XXX-XXX-XXXX. Please call me to resolve this. Final Business Response /* (4000, 9, 2015/11/11) */ We have been in correspondence with the consumer and provided an appropriate resolution for the complaint. The consumer accepted the resolution and will be taking the necessarily action to close the claim. Final Consumer Response /* (2000, 11, 2015/11/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) Company eventually mailed a check to reimburse me for my device. Only took 6 weeks for a final resolution from when my device first broke. Supervisor I dealt with acted like they were doing me a favor to honor the claim.

        11/17/2015 Billing/Collection Issues | Read Complaint Details
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        Additional Notes

        Complaint: SquareTrade refused to service a product covered under warranty. I purchased a warranty on 8/8/2014 to cover a Whirlpool washer that I purchased from sears on 05/12/2014. Model of the washer is WTW8500BW0 and serial number is CXXXXXXXX. When I purchased the warranty I was asked to submit my purchase receipt, which I submitted the same day I purchased the warranty. I received an email a couple hours later that confirmed they have received the email with the receipt attached and everything was okay. I filed a complaint for this item, as the drum is loose and during the spin cycle it makes a lot of noise. I called square trade the file the claim, and after many days of calling back and forth they denied the service saying I did not purchase the warranty within 90 days of my items purchase. I believe if there was any reason why my warranty was going to be denied I should've been told from the beginning of my warranty purchase so I could've gone ahead and purchase the extended warranty from the manufacture. I am now stuck with a product that is not covered under a warranty and is not functioning.

        Desired Settlement: I want them to cover the item as it was originally established in the contract until 8/8/2019 and to repair the item as it is something I need.

        Business Response: Initial Business Response /* (4000, 8, 2015/11/12) */ We are sorry the consumer experienced issues with their device. The consumer purchased the protection plan three months after the purchase of the item. Per the policy on the SquareTrade purchase page, "Coverage only available for new major appliances bought in the past 30 days". Based on the policy we will not be able to cover his item. He has been refunded $105.21 for the full warranty price including tax. Initial Consumer Rebuttal /* (4200, 10, 2015/11/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept because when I purchased the warranty SquareTrade requested I provide a receipt which I did and they were fully aware I was past the 30 day period but still confirmed everything was in order. Also the full purchase price is $108.24 including taxes and I still have not received my refund till this day.

        11/17/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: warranty replacement requested. More than three months of phone calls and requests to settle warranty, failure to reply to ourrequest we have called for 3 months and have been told via email to fill out an affadvit to get our money back for the unit that is broken. We returned the affidavit and still no money back. They sent us many emails and we call and call with no reply back from where our money is. I have 4 escalation tickets with them for customer service to resolve. last complaint ticket was XXXXXXXXXX. Customer service ****** sent email saying I needed to send affidavit to resolve and he never replied back and when I call they disconect the call when we are being sent to management.

        Desired Settlement: We wish to have a the total refund we were promised. We were told we did not have to send the devise back after all we went through, just get the affidavit back agreeing to not make a claim against the product again and we would have our refund. To date, no response to our sending affidavit over a month ago. Want total value as promised.

        Business Response: Initial Business Response /* (1000, 5, 2015/11/10) */ We apologize the consumer had issues with their device. The consumer has sent the affidavit and the claim has been resolved via payout. Initial Consumer Rebuttal /* (2000, 7, 2015/11/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) We received our b payment but lost our ability to replace and warrant which was what we originally wanted. They couldn't offer that. Still do not know why that is when we had another tablet and we're able to do so. Very por customer responsiveness. Consumer beware

        11/17/2015 Delivery Issues | Read Complaint Details
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        Additional Notes

        Complaint: The replacement phone provided under my claim only lasted 3 months and SquareTrade won't replace it unless I file a new claim and pay deductible. I purchased a SquareTrade contract with my new phone in Nov 2013. The contract included a $99 deductible for claims. In June 2015 I filed a claim for a broken phone and paid the deductible. SquareTrade was unable to fix my phone and sent me a replacement phone about June 29, 2015. Only October 13, 2015 the replacement phone screen went black and no longer works. SquareTrade will not replace the phone again unless I pay the deductible again. I believe they sent me a defective replacement phone since it did not work properly for even 110 days. The replacement phone should have been as reliable as my original phone purchase. They sent me a rebuilt phone that does not work properly and won't replace it unless I pay them another $99 deductible. I should be able to get a replacement phone at no charge since the replacement phone they sent did not work for a reasonable amount of time. At no point was I informed the replacement phone would have no warranty coverage until I called to ask to have it replaced and was told no.

        Desired Settlement: I want them to send me a new replacement phone at no charge to me.

        Business Response: Initial Business Response /* (1000, 5, 2015/10/22) */ We are sorry the consumer had issues with their device. The consumer has been contacted by email and phone to resolve the complaint but we have not received a response. Initial Consumer Rebuttal /* (3000, 7, 2015/10/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) Square Trade left me a voicemail on my home phone on Thursday, October 22 and sent an email the same day. I returned the call and email on Friday, October 23 and left my home phone number and my cell phone number. On Tuesday, October 27, I called and left another message with my home number, my cell number and my husband's cell number. On Thursday, October 29, I called and left another message with all my contact numbers. Square Trade has not left me any further voicemails and has not called my or my husband's cell phone at all. They have sent two other emails asking me to call. I have called and emailed several times to try to respond to them. They are playing games in saying they have not received a response from me. I want them to make a real attempt to talk with me and resolve this issue. They have not done anything real to resolve this issue to date. Final Business Response /* (4000, 9, 2015/11/11) */ The consumer has been contacted and is aware of the current resolution. Per the Terms and Condition Depending on the Product and failure circumstances, We will either, at Our discretion: A. Repair Your Product, or; B. 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; C. Replace Your Product with a product of like, kind, quality and functionality. The consumer's device was replaced with a working re-manufactured device and shortly after receiving, it sustained damage from accidental handling. All Accidental Damage from Handling cases are new claim with a deductible. As a one time exception, we waived the deductible for the consumer. Final Consumer Response /* (2000, 11, 2015/11/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) They did what I asked of them as a " one time exception"

        11/17/2015 Advertising/Sales Issues | Read Complaint Details
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        Additional Notes

        Complaint: Square Trade Inc. billed and collected funds after glitch with their online system. I have used the Square Trade Inc warranty before. I created a claim online under my warranty contract. Claim #XXXXXXXXXXXX. I knew the websystem required billing information and that the system is a secure system. For an unknown reason, the prompts did not show that my claim was finished. I attempted to finish the claim for a second time, and the system asked for my billing information again( my credit card number). When I checked my online banking site,it showed two(2) PENDING charges by Square Trade. After multiple phone calls to both my credit union and Square Trade I was assured by Square Trade that the claims that were not successful would not charge and collect the funds. Square Trade has stolen $100 of my money. I was called by *** a supervisor in the United Kingdom that he spoke with the finance department of Square Trade that my money would be available to me. It has not.

        Desired Settlement: As I was creating this complaint my phone was returned by FedEx. First...Square Trade DID NOT return my original equipment that I sent to them. A phone cord that has damage was returned. Replace it with a new unopened cord. Second I want ALL $150 refunded to me. After all the dishonest and poor service I have experienced I am now not willing to pay for this service. Square Trade sets the time limit that they hold fees or funds. They need to change the process so that a Customer Service Rep can cancel or change the amount of time those funds are held when an error occurs and they know the charges are incorrect.

        Business Response: Initial Business Response /* (1000, 5, 2015/10/28) */ We apologize that the consumer had issues with their device. We have reached out to the consumer to resolve their concerns but have yet to receive a response. Initial Consumer Rebuttal /* (3000, 12, 2015/11/13) */ As an update. I was contacted by phone by ******* at Square Trade on the Resolution Team. On 04November 2015 We spoke on the phone and she followed up with an e-mail stating Square Trade will refund me the $100 that was taken out of my account without authorization AND refund me the cost of the plan at $99. I was instructed this could take 5 to 10 business days. I did receive a refund of $50 on 04November2015. As of today, 13November2015 I have not been refunded the other $50 OR the $99 for the cost of the plan. I agreed with ******* to give a review to indicate a satisfied resolution when those actions were complete. At the time of submission of this comment they have not been completed. Final Consumer Response /* (2000, 15, 2015/11/17) */ As of today 17November2015, Square Trade has returned the complete total of funds taken from my account. I have e-mailed ******** at Square Trade to notify her of the returned money. In addition, ******* did explain the refund of the cost of the protection plan would be mailed to me in the form of a check. She has been very receptive to my concerns.

        11/17/2015 Advertising/Sales Issues | Read Complaint Details
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        Additional Notes

        Complaint: My phone broke, my insurance policy was cancelled and attempts were not taken to advise me of this prior to their actions which is required per policy To pay the old balance which should be approximately $18, have my policy turned back on and a phone received because it is now broke. Over the last 6 days I have spent over two hundred minutes on the phone and been promised on 3 different occasions that I would have a supervisor call me back regarding their dereliction of duty which was to provide me with proof of an email stating that money was not received on their end from my bank. I was informed by the Squaretrade Representative that 4 separate emails were sent to me stating that money had not been collected from their most recent automatic deduction and to correct my billing information if anything had changed but they also claimed that they were unable to provide me with any of the emails stating this matter with either a date or a timestamp proving their words to me. When I had requested how they came up with the number four they said they did not know and they continued to change their story regarding the proof that they had and their inability to give it to me. I then informed several supervisors such as ********* ***, ***** **** and two others who would not give their last names but simple went by ***** and ** that the lack of proof was not validation that could support their words but regardless they said that they could not let me receive a new cell phone because multiple attempts have been made on their part and I had allegedly ignored their notifications so once my cell phone fell and broke I was unable to claim it. I was also questioned by four different employees which are the ones mentioned above minus ***** regarding different types of rhetorical questions relating to the frequency of how often I check my checking account in failed attempts to move the accountability to me, the consumer, instead of them which is the client. I informed them all on separate occasions that considering the fact that their automatically deducted bill is less than $10 per month I would never keep a close look at my finances for a bill as small as this one because I make multiple purchases and have a mortgage so a bill is small is this would go unnoticed unless I had been properly informed which is what they said they did on four different occasions but again they then stated that it is an automatic response but they did not know the name of the software that sent these automatic responses or could tell me any information regarding what these automatic responses looked like to include any dates or times that they allegedly had been sent to me. What's right is right and just because they are a company that does not mean that they should not have any accountability and me as the consumer should be able to be provided the due process to pay my bill which until I needed to make a claim I believed I was or the ability to pay back the two or three months that have gone unpaid which would total less than $30 since they first had stopped billing me so that I could file my claim correctly since this lack of communication was done on their part and not mine. At this point I could then file my claim, continue to use their service and get a new cell phone as I had originally intended if I ever needed to by using them as an insurance company for my cell phone.

        Desired Settlement: I want to continue using their service, pay for the three months that were owed to them now that I know they had not been paid and most of all get my phone replaced.

        Business Response: Initial Business Response /* (1000, 5, 2015/10/30) */ We are sorry the consumer had issues with their device. The consumer's warranty was cancelled for non-payment b/c of the prolonged lapse in coverage it can't be reinstated. As a one time courtesy we will reimburse the consumer for a repair on his device. He has been contacted and is aware of this resolution. Initial Consumer Rebuttal /* (3000, 7, 2015/11/04) */ We are going to the Apple store today to get our reimbursement with your representative ******* has helped us to come to a amicable agreement to resolve this matter. Once we receive the receipt and paperwork from the Apple store later today we will scan and email the attachment for our reimbursement to have the phone fixed as discussed with ********. Again today is November 4th 2015 and we my wife and I are going to get the phone fixed from the Apple Store today. We will then scan the receipt to have the reimbursement paid for by your company. Thank you Final Business Response /* (4000, 9, 2015/11/05) */ At this time the consumer's issue has been resolved. We are waiting to receive his receipt to move forward with reimbursement.

        11/17/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Was promised status update on laptop repair. Can't get response back. I want my laptop status. Empty promises of getting back to me. Field claim on 10/28/15. Sent laptop on 10/30/15. It was received on 11/2/15. Hard drive failure as diagnosed over the phone. Have called twice for status update. On 11/4/15 it was being worked on. Called 11/5/15, no response was given to me. Was promised an email update within a few hours of my call. Rep I spoke with couldn't reach the "depot." She sent email with cc to me. Promised I would have answer in few hours. Email was dated 11/5/15 at 4:37 p.m. It is now 11/6/15 at 7:23 a.m and NO response at all. Where is my laptop. Warranty I purchased says "repair your item within 2 business days of receiving it." False! This is fraud! I can't get an answer. I want an answer!

        Desired Settlement: Answer me and get my laptop sent back. I paid for the warranty and they have ignored the warranty. Fraud, fraud, fraud.

        Business Response: Initial Business Response /* (1000, 8, 2015/11/12) */ We apologize for the issue the consumer experienced. It has been confirmed that the laptop has been returned and is currently in working condition. For the inconvenience she experienced we refunded the consumer for the purchase price of the warranty. Initial Consumer Rebuttal /* (2000, 10, 2015/11/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) Was given apology by SquareTrade. They are looking into lack of communication from their end to me. Full warranty price refund is being returned to me and warranty still in effect.

        11/17/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Before I purchased warranty, I spoke sales dept about how claims handling would occur & now when claim needs to be filed, they say no coverage I purchased a warranty on a kindle on X-XX-XX for 3 years including ADH. That Kindle was dropped in a pool & I was paid on X-XX-XX for that warranty. I then purchased a new Kindle from Best Buy to replace it. I was told prior to purchasing the original warranty that if a claim happens & there's time left on the warranty, the warranty will transfer to the new item. Fast forward, while at a cruise port a shuttle bus backs over our backpack with a cell phone, camera, and kindle. I called SqauareTrade immediately & advised what happened & that we were leaving in hours for a cruise out of the country. The rep took the info to file the claim. Now I'm being told that there is no coverage on the kindle because coverage wasn't purchased for it and plus the plan expired on 5-27-15. I called at the cruise port filed the claim X-XX-XX on the cell phone, camera & kindle. I have finally found the receipts on the items which is the reason for the delay in moving forward on the claims. I called XX-X-XX and the claim person tells me that there is no coverage on the kindle because there was no plan purchased. He said that the sales lady told me incorrectly about the transfer of coverage when an item is replaced with a new item and even if that were the case, the coverage expired on X-XX-XX even though I had called in the claim on X-XX-XX and was not told that there was no coverage on the kindle at that time.

        Desired Settlement: SquareTrade's sales department told me that the warranty would transfer to a new item in the event of a claim on an item prior to me purchasing the warranty which I relied upon. I would have purchased coverage on the new replacement for the original damaged Kindle if I was not wrongly informed by the sales dept rep. All I want is to have coverage on the Kindle that was purchased to replace the kindle that was dropped in water to have the coverage extended like I was told when the coverage was originally purchased in 2012 and to have that coverage claim that I filed on X-XX-XX honored and not expired because the claim person neither informed me that there was not coverage(as I thought I transferred) and to honor the warranty for the Kindle in the amount of $199.99

        Business Response: Initial Business Response /* (1000, 5, 2015/10/13) */ We are sorry the consumer had issues with their device. There was miscommunication between the consumer and the specialist. Management 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 device. The consumer has accepted and agreed to this resolution. Initial Consumer Rebuttal /* (2000, 12, 2015/11/17) */ SquareTrade was super and we agreed on the payment of the claim.

        11/16/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: i purchased a iphone 6 plus 64 gig (***************, serial number) and was sold a plan from square trade. warranty is being ignored and no follow up i purchased a iphone 6 plus 64 gig (***************, serial number) and was sold a plan from square trade. x1552 jane helped me make the decision. she informed me that the options available if a claim is needed would be a fixable option at a local repair center, a apple option with the genius bar, or if it is not able to be repaired, i would have the option of a bank check, the value of the phone being sent to me via paypal, or a gift card from amazon. she said that the company moves quickly to get you back and running. i paid for the and entered into a agreement with them. after trying to replace/get fixed a cracked screen (at one of their locations they sent me to) - it was a horrible experience. during that time, i paid for the deductible, and then they closed the claim and refunded me the deductible cost. prior to filing a new claim and having it fixed at apple, i moved to my new house and the phone dropped and was damaged and is not repairable. i tried to file a claim and i believe it is still in open status. the only option for me was to get a pre-owned phone that they were going to send to me. i specifically created a amazon account to accept the payment as i was instructed. the rep who i spoke to asked me to email him pictures of the phone, and i did. his email address was: **********@gmail.com. he told me (on a recorded line) that he would call me back or email me back within 48 hours. that was over a week ago. i called this morning to find a update and was told that someone would contact me from the company because it was four in the morning. (there time). anytime i call to speak with someone, the call is transferred to a call center in another country and you can not speak with someone directly.

        Desired Settlement: i want to be compensated on the claim i filed. after speaking with the representative, i created a amazon account as they suggested to expedite the payment process and i can buy a new phone myself.

        Business Response: Initial Business Response /* (1000, 8, 2015/10/16) */ We are sorry the consumer had an issue with their phone. According to the notes within our system, we offered to reimburse the consumer for an exchange of the same phone at a retailer location. Though his account was temporarily suspended for nonpayment we'd be ***** to move forward with his claim. The consumer has been contacted by email and phone but we have not received a response yet. Initial Consumer Rebuttal /* (3000, 10, 2015/10/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) i received a call back on 10/16/15 and the merchant left a message. i returned the call on 10/17/15 and left a message. no call back was given. i called again on 10/28/15 and have not received a message back... i have not received any email from the merchant regarding this. if i was to consider the option, i do not have any communication with them. i understand my account is temporarily suspended, but i can not justify paying for something that i am not being able to use. i was instructed to send pictures of the phone and i did. i never received a response back from the merchant, so how can i continue to pay for something when i am being ignored and it is not being resolved? i would be ***** to discuss this further, but can not get any response from the merchant. if they want to email me, they have my address and can easily reach out to me so we can come to a mutual resolution on this. Final Business Response /* (4000, 14, 2015/10/30) */ The consumer has been presented with a resolution via email to resolve his current complaint. We have contacted the consumer on three separate occasions by email and phone but we have yet to get a response.

        11/10/2015 Guarantee/Warranty Issues | Read Complaint Details
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        Additional Notes

        Complaint: I file a claim for broken screen on 07/23/15 with square trade and one of the options was to paid the deductible and have a new phone. A NEW PHONE I file a claim for broken screen on 07/23/15 with square trade and one of the options was to paid the deductible and have a new phone. A NEW PHONE Nowhere there said it was a refurnished one. otherwise I would keep my old phone. The option to keep my old phone was not to paid the deductible but to submit for reimbursement to get the screen fix locally. I paid the deductible and I THOUGHT I got a new phone. NOW barely over two months later the NEW PHONE does not work at all. It will shut down immediately with the SIM card inside. I called square trade and spoke to **** which he infomed me that I have to paid again the deductible and he said it is a refurnsihed phone. NOT at new one. And I told him it is not fair for that I have to paid again for something that is not working at all due to your company negligent. then he started to be rude and saying that his company has lot of consumers and that I need to pay my deductible cause it is not their fault my phone is defective. I express to him that I do not use my cell phone a lot. so it two two months to show is defective. I am a single mother of 3 with and infant baby. I do not have the money to pay another deductible of $ 75.00 . I just paid that on July of this year. This phone is defective and I want a phone that is in good working conditions. This rep **** was rude and uncaring for my concerns. I also have other warranties tru square trade and with this customer service I will take my businesses somewhere else.

        Desired Settlement: I want all my money back. If this company is treating me like this now. I want my original price I paid for this phone or I demand a new phone. I have paid over $150.00in deductible and $65 in total monthly fee.

        Business Response: Initial Business Response /* (1000, 5, 2015/10/22) */ We are sorry the consumer had issues with their device. Per our Terms & Conditions, "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." We have reached out to the consumer to resolve the complaint but we have yet to receive a response. Initial Consumer Rebuttal /* (3000, 7, 2015/10/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have not offer me anything to fix my issue. The rep I spoke to follow up on Friday 10/24/15 told me she was going to call me back and she did not. I spent over $210.00 and they are not willing to help me fix my phone. Final Business Response /* (4000, 9, 2015/10/29) */ We contacted the consumer by email on 10/26 to resolve her complaint. We fulfilled the contract by replacing her device and we made a one time exception to refund her for the warranty. The funds are being mailed to the consumer and she is aware of this resolution.

        11/10/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: I sent my iphone6 for repairs and they sent me a cheap generic imitation phone I paid for my phone over $700 plus insurance to cover damages. I sent in my iphone6 for repairs and i received a cheap generic brand that is no good. Contacted them and they said thats all they could do because i really damaged my phone I pay insurance to cover damages know the phone is no good to me its not worth anything. Squaretrade claims to repair and if not able to repair payment of phone. They never said that they would send me a cheap generic brand iphone6 I am not at all ***** with the product replacement that they sent me.

        Desired Settlement: I would like a full amount of my product i dont not trust this company in sending me a different phone as they send generic imitation products.

        Business Response: Initial Business Response /* (1000, 5, 2015/10/20) */ We apologize that the consumer had issues with their device. The consumer's device was not replaced. It was repaired and restored to perform factory specifications. As per our Terms & Conditions "Replacement parts will be new, rebuilt or non-original manufacturer's parts that perform to the factory specifications of the product at Our sole option." We resolved the consumer's claim by repairing the device. Initial Consumer Rebuttal /* (3000, 8, 2015/10/28) */ Hello, just letting you know that ******* from squaretrade has only called me once and said she was going to look into my insurance policy and that was it I have not received anything not even a called back. Final Business Response /* (4000, 10, 2015/10/29) */ We have reached out to the consumer on numerous occasions to resolve her claim. The consumer's contract was fulfilled by repairing her phone and it has been confirmed that the device is functioning properly. As a one time courtesy we have refunded the consumer for her deductible and she has agreed to this resolution.

        11/4/2015 Delivery Issues | Read Complaint Details
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        Additional Notes

        Complaint: I have a insurance contract for three phones and need one repaired or replaced, and square trade is dragging the process out. On Saturday October 3rd my phone screen went blank and would not respond to any touchscreen inputs. The phone would shut off and turn on but no screen. It would still receive phone calls but no display. So I go online to look at my insurance plan from square trade where you can file online. That did not work. Called the help number and left my information for a call back. After a few minutes online with the representative I am assured that my paperwork is all set and I would be able to get my phone replaced. On line it said pending approval of receipt that I uploaded and got assurance that it was good. Check on line on Sunday Oct. 4th and still pending. Check again on Monday the 5th and still pending and upload a different receipt and call and try to get it verified that my claim was approved. Find out that my phone is out of stock but will send a 64GB phone in place of my 32GB phone. I am told that I will get my replacement for an overnight delivery for Tuesday the 6th of October. Tuesday comes and goes and no phone. Back on the website Wednesday and now it said still pending. An email that my 32 GB phone is out of stock and they need me to call back. I call again and get the same run around I did on Monday now on Wednesday. Your claim is approved, we will overnight it out and you will get it Thursday. At least this time I got a call back telling me that the phone is out of stock, and they are going to buy me a new one and ship it out in a few days. I explained that I was going out of town and the new one would be ship to my hotel if I wanted it to. That was fine at this point I needed a phone. I got a another phone call back by the same rep stating that she found a 64 GB phone and got approval to substitute it for my phone and would overnight it to my home so I would have it for my trip. She could not guarantee me it would ship that night but would try her hardest to make it happen. By the way I was already charged a 75 dollar deductible on my card for a phone that cannot find. Thursday check for shipping info nothing in there, so I assume that my phone did not make it out yesterday. So back on the phone again, and I am back to we don't have a phone for you. Not sure what we can do for you, do you want to wait for a phone or a refund of the cost of the phone. By this time I have spent 3 hours on the phone over the past 5 days spread out over 26 phone calls just trying to get them to do their job and replace my phone. It is not my problem that they are out of stock. It is not my problem that they promises a replacement and then refuse to ship it cause it technically cost more than my phone is worth. They have taken my payment for insurance every month like clockwork without skipping a beat. I have been told by 4 different reps that my claim is approved and that I would get a replacement phone only to find out it is out of stock and that a replacement will be substituted only to find out that my claim is on hold again because they are out of stock of my original phone. Ground hog day was a movie and should never be a substitute for a company policy on how to give customer service.

        Desired Settlement: I have paid for insurance on three phones. I have fulfilled my terms of the contract, I ask them to fulfill there. 1) Replace it with the phone I was promised, either the brand new one or the refurbished 64 GB phone 2)There need to be better training on how to treat your customers. 3)Empower your employees to do the right thing. Failure to do so is a violation of the public trust and false advertising. 4)As I can no longer trust that my other phones will be taken care of I also request a release from my contract. 5)A refund of any money I have paid for so far for a useless insurance plan.

        Business Response: Initial Business Response /* (1000, 5, 2015/10/19) */ We apologize that the consumer had issues with their device. We can not guarantee the availability of our inventory at a particular time. In this case the exact model was not available to the consumer. To resolve, the consumer took their device to an authorized local dealer to be repaired. As a courtesy we also refunded the consumer's deductible.

        11/4/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Filing a claim and forever holding. Online support disabled with grayed out option to continue XX-XX-XXXX Unable to get claim support online or phone.

        Desired Settlement: replace item due to coverage

        Business Response: Initial Business Response /* (1000, 5, 2015/10/16) */ We are sorry the consumer had issues with their device. There have been no reports of online support being disabled but we will definitely look into this matter. We contacted the consumer via email and phone to resolve this matter but we have received no response.

        11/4/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Sent phone in and have recieved no repsonse and cant get a call back to resolve this issue. filed a claim to have a phone repaired, sent the phone in. It was not repairable. I was supposed to get a replacement phone and have recieved nothing. I have called 7 days in a row and have been told that it will take 2 hours to get it resolved and that they will call back. I was given the name ********************************************************. No one answers at those extensions or the extension does not work. All i want is a replacement phone for the phone i sent you.

        Desired Settlement: I just want the replacement phone for the phone that i sent in for repai/replacement.

        Business Response: Initial Business Response /* (1000, 5, 2015/10/19) */ We apologize that the consumer had issues with their device. We attempted to contact the consumer using the phone number and email address provided, but have yet to receive a response.

        10/29/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: I've been waiting to be reimburse ($70) for my warranty since Aug.29th.I've spoken to ****** (*****) **** numerous times and I can't get a supervisor. I placed a call on Aug. 29th because we lost a tablet. The warranty didn't cover anything for a lost tablet but they offer to reimburse us for the warranty. The girl on the phone was rather unprofessional and after all was said and done they were going to reimburse us $70. Weeks have gone by and every time I call I get all kinds of excuses for not receiving the money. I can't seem to get a supervisor on the line either. I have spoken to ****** **** ext. 1457 who was helpful at first. I have also spoken to different representatives and they all have different responses to my situation.

        Desired Settlement: I want to be reimburse. I want what I was promised.

        Business Response: Initial Business Response /* (1000, 5, 2015/10/13) */ We apologize that the consumer had issues with their device. Management has provided additional training to the specialist that originally handled this case to ensure professionalism is maintained at all times. We have communicated with this consumer, they confirmed the refund has been received and their concerns have been resolved.

        10/29/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: promised replacement phone as per my warranty contract. never received after numerous attempts I applied for warranty repair/replacement on sept-24th/2015. For my samsung galaxy S4 phone,ser#XXXXXXXXXXXXXXX purchased at Costco, ********** beach, XXXXX, On 4/8/2014. , where I also purchased the Sq. Trade warranty for 2yrs in the amount of $99, care plan #XXXXXXXXXXXX. 1st attempt. $50 was charged to my credit card and a promise for an email with a tracking # to follow after the phone call which a replacement phone will arrive the next day. No email ever came and no replacement phone. I called back numerous times to resolve this and was promised the exact thing again, with another $50 charge to my credit card again. 5 times called back, to try again, promised a replacement again to no avail. 9/24/15-9/26/15-9/27/15-9/28/15- and a follow up today 9/29/15 approx 9:15am PST. I was promised this time it will show up today. Email promised to be sent in 3hrs, approx 12 noon, PST. with a tracking #, via email.

        Desired Settlement: promised replacement phone, credit card refunds, refund $50 co-pay on final recourse, and a written appology!!

        Business Response: Initial Business Response /* (1000, 5, 2015/10/12) */ We apologize that the consumer had issues with their device. We can not guarantee the availability of our inventory at a particular time. In this case the exact model was not available to the consumer. To resolve this case we made a one time exception and refunded the consumer for the price of the warranty. As a courtesy we also reimbursed the consumer for shipping fees he paid with a separate retailer. We contacted the customer and he is aware of the solution.

        10/27/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Square trade cancelled warranty without notice or reason. Square trade cancelled my warranties because no payment was made. They NEVER sent a notice that payment was not received so I was unaware that payment was not made. My bank changed my bank card but not my account so there was no reason to not collect payment. Also I asked to speak to a supervisor and it took a month to receive a callback. When the supervisor called back I missed the call and tried to return the call several times to no avail. Danyal was the supervisors name.

        Desired Settlement: I would like my warranty back.

        Business Response: Initial Business Response /* (1000, 5, 2015/10/09) */ We are sorry the consumer had issues with their account. Our system just sends one email to the consumer to alert them on a billing failure. The consumer then has to update the billing, even if it is they just need to update the expiration date. Unfortunately the consumer did not receive the email and was not able to change the billing in time. We are unable to re-approve a warranty that has been cancelled. We have contacted the consumer and are offering a refund of the warranty up to what they have paid or a one-time repair if the phones have issues.

        10/27/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Claim Payment is Never Received. 34Days After Claim Approved!! I had bought Warranty for my Cellphone and Claim was approved US$720.00 at Sept06, 2015. I sent the Samsung Galaxy Note 4 at 7 Sept and was received at 9 Sept. Agent said the Gift card had been sent. After 10 days I never received and I called back to change to Paypal. Agent said he will cancel the first gift card, escalate the claim to be Paypal sent to me US$720 and wait for another 3 days. I called back 4 days later and agent said they need to recash the gift card and will send by paypal and I have to wait for another 7-10 days. I called back 10 days later, Agent said the Manager said can not send claim payment by Paypal, they will resend the Amex Gift Card. I wait for another 10 days and called Agent said they have resent the gift card and sent by Fedex and sent the tracking number to my email (never received it). Next day I called and asked for tracking number that gift card has been sent or not? He said will send me the tracking number. Now 7 days later THE CLAIM/GIFT CARD US$720.00 never received. The Samsung Galaxy Note 4 has been received by Square Trade at Sept 07, My claim was approved at Sept 09, NOW 34DAYS LATER, the Claim PAYMENT IS NOT HERE.

        Desired Settlement: Please send my CLAIM PAYMENT US$720.00 by PAYPAL. It has been 34 days since the Claim was Approved and I can not wait for 2 more weeks without any resolution or Square Trade hasn't do anything here.

        Business Response: Initial Business Response /* (1000, 5, 2015/10/14) */ We apologize that the consumer had issues with their device. The consumer has been issued a payment and is scheduled to receive the payment reimbursement on 10/16/15. The consumer has been contacted and is aware of this resolve. Initial Consumer Rebuttal /* (3000, 7, 2015/10/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Received the check US$720.00 at Oct 21st (after 10++ phone calls and conversation, 1 month 12 days after claim was approved), just wish in the future when they send claim payment using Fedex/UPS/USPS Tracking Number, this case will not be happened (compared the shipping fee w/ all the time we both spent and price we paid). Credit claim paid was promised, waiting for the documents to be sent. Final Business Response /* (4000, 9, 2015/10/23) */ The consumer received her claim payment on October 21st. The suggestion to include tracking information for claim payments has been noted and will be forwarded to management. We contacted the consumer to address any additional concerns but we have not received a response. Final Consumer Response /* (2000, 12, 2015/10/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) Hopefully the credit was sent.

        10/26/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: I have been lied to three days in a row about the condition and wear about of my cell phone. a supervisor couldn't even tell me the truth about it. I was promised three days in a row that it would be Fed X to me over night and I haven't received it yet and they don't know where its at

        Desired Settlement: I want my Phone back repaired or a new one and the money I paid to have it fixed refunded

        Business Response: Initial Business Response /* (1000, 5, 2015/10/22) */ We are sorry the consumer had issues with their device. There was some miscommunication between the consumer and the specialist resolving the claim. Management has followed up with the specialist to ensure this does not happen again. The device has been repaired and shipped overnight to the consumer. For the inconvenience that the consumer experienced, we refunded the deductible. Initial Consumer Rebuttal /* (2000, 7, 2015/10/23) */ (The consumer indicated he/she ACCEPTED the response from the business.)

        10/26/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: denial of warranty I purchased a Lenovo Y510P laptop from Tigerdirect on 7/20/2014 in one of their stores in ********************. At that time I also purchased a 3y full coverage warranty at a premium of 25% of the laptop cost and I was ensured it's a comprehensive complete coverage warranty including accident protection. On 9/8/2015 I initiated a claim to repair the screen which cracked at the top of the laptop frame. I was denied the same day as my warranty does not include accidental protection even the crack is not a result of a drop or mishandling. I contacted Tirgerdirect reps and they followed up with Square trade onsite rep for almost 3 weeks now without a resolution. My complain here is that I purchased a comprehensive warranty which is now denied and I am passed ****** between reps without getting any service or even respectfully consider my claim. There is clearly a misunderstanding between the two parties regarding the warranty services they sale to customers and their responsibilities towards to the contract we signed. I can provide the purchase receipt and trail of emails I exchanged with both Square Trade and Tigerdirect reps. Therefore, I asked Square Trade to provide the full comprehensive coverage warranty I initially purchased and rush to repair my laptop. Alternatively, I expect a full refund of the 3y Premium Warranty plan. ADDITIONAL DETAILS: Case is being handled by another organization: Tigerdirect.ca

        Desired Settlement: provide full coverage warranty or refund the cost of the plan I was mislead to purchase.

        Business Response: Initial Business Response /* (1000, 5, 2015/09/25) */ We are sorry the consumer had issues with their device. As is stated in our Terms and Conditions, "What Isn't Covered" "Accidental Damage: Unless you purchase ADH coverage, we don't cover items that are damaged accidentally. This includes water immersion, drops, and spills." The warranty was sold to the consumer by a retailer and we have no control over what features are included in the warranty. In this case the accidental damage was not included in the warranty. Because of the seller did not give the consumer a clear explanation of what is covered we offered the consumer 2 options: 1) Full refund of the warranty price - This would complete the warranty, no further claims can be make. or 2) A one-time repair of the laptop - The warranty would continue but not cover any accidents in the future as the warranty does not have that coverage. We have contacted the consumer and are waiting their response. Initial Consumer Rebuttal /* (2000, 7, 2015/09/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Business Response /* (4000, 17, 2015/10/22) */ The consumer's tax reimbursement check was processed & delivered today. Final Consumer Response /* (2000, 19, 2015/10/23) */ (The consumer indicated he/she ACCEPTED the response from the business.)

        10/26/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: I have a warranty for two years the computer has been repaired 3 times thus far and has same issue. They refuse to fix it any longer, Paid for extended warranty has been repaired 4 times, but still has the same problems. Put in a repair request on 09/25/15 online and claim was automatically closed and they will no longer repair computer. I have more than a year left on warranty. I would like them to honor the warranty or replace with the same model of computer, as the repairs they have done have not lasted for any period of time. Item: HP/Compaq Laptop Max Coverage Amt: $587.99 Condition:New Purchased At: Staples Item description: HP & COMPAQ LAPTOPS HP 17-E040/146US Date purchased: 2/16/2014 Receipt Recvd Date: 2/19/2014 Type of coverage: 2 years Coverage starts: 2/16/2014 Coverage ends: 2/16/2016 Care Plan Price: $99.00 Purchase Date: 2/16/2014 Purchased for: $99.00Care Plan ID: XXXXXXXXXXXX

        Desired Settlement: As they are not satisfactorily repair computer, they should replace it or give a gift certificate for that exact amount from staples including the warranty price of 99 dollars.

        Business Response: Initial Business Response /* (1000, 5, 2015/10/07) */ We are sorry the consumer had issues with their device. We discovered that the consumer filed their claim on line and used a drop down description that the system recognized as an issue caused by an accident. The system denied the claim based on that error made by the system and interpreting the issue as an accident. We are going to file a claim and payout the consumer based on the fact that this would be a third claim for the same issue and the device is defined as a "lemon" and under our no lemon policy the claim qualifies for a payout. We have contacted our intention to the consumer and are awaiting their approval to proceed.

        10/21/2015 Problems with Product/Service | Read Complaint Details
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        Complaint: Received a television as a gift from daughther with a total of 5 years warranty, television needs service responsible company for repair is ignoring On XX-XX-XXXX i received a television as a gift from my dauther purchased at Cosco company at rancho cucamonga ca,the first 2 years of warranty is offered by cosco plus 3 years purchased from Squaretrade (1-877-warranty-or- www.squaretrade.com)the television set needs repair,my first call to them was approximate july XX XXXX they told me i need the membership number from the purchaser, that is my dauther, she was on vacation out side of california (Idaho u.s.a) i called her and she past the number over the phone to me, then squaretrade ask for the purchase received witch i did not have, so i ad to wate until she came back, wen she got back she hand me the receive and i faxed back on 08-25-2015, i waited 7 days nobady responded to me, so i called cosco on september first 2015 to thell them abouted they contacted squaretrade and told them that my case was closed because tomuch time elapsed, and there was a new case number:XXXXXXX and that somebody was goin to call me no later than september X-XXXX nobody called. I need to mention to you that i contacted Consumer Complaint Agency on september X-XXXX they did not respond to them either the case ID number was:XXXXXXXXXX.

        Desired Settlement: I would like the television repared or if not possible refund the cost($449,99)to the purchaser buyer

        Business Response: Initial Business Response /* (1000, 5, 2015/09/30) */ We are sorry the consumer had issues with their device. We were not able to contact the consumer because the number on the account was different than the consumer's number. This happened because the warranty was assigned to the purchaser of the unit and the consumer received the unit from the purchaser. We spoke to the consumer and based on the current information we found the warranty. We then processed and approved a claim. Initial Consumer Rebuttal /* (3000, 11, 2015/10/21) */ 10-15-2015, To:***** ******, I have received an email from squaretrades regarding case # XXXXXXXX they agreed to refund me the cost of the Purchase price in the amount of $499.99, however as of XX-XX-XXXX i have not received payment. I will email you again when i receive payment. Thank you. ******** ******

        10/20/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: A month has gone by with no fedex return label I purchased a sony RX1003 of June 2014. It has malfunctioned in August. It is covered under square trade. They processed my complaint and I asked them to mail me the fed ex label as I can not print it out. After a week I still did not receive it. I called back as they emailed it to me to print!!! Another employee answered by call again I told him where to send it to (I am out of state where I am listed with them) After a week I called and they mailed it to the wrong address. I am at my wits end!!!!!!!! They don't understand English and I can't get a mailing label from them.

        Desired Settlement: I want it fixed in a timely manner. Square trade advertises 5 days but I can't even get a label from them. I want full credit for the camera which is $7oo plus from B and H where I also purchased Square Trade Warranty from

        Business Response: Initial Business Response /* (1000, 5, 2015/09/24) */ We are sorry the consumer had issues with receiving the label at the correct address. We are addressing the issue of training and following up with our specialist so that they can make sure the consumer's requests are properly fulfilled. We have spoken to the consumer and they now have the return label because they returned to the address where the label was sent. We have given the consumer contact information so that this will not happen again. Initial Consumer Rebuttal /* (3000, 7, 2015/09/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have yet to receive a check for the warranty and have not mailed in the camera yet as I want to make sure I will be able to receive it. I will be mailing it out at the end of the two week in October. I feel this is still unresolved until I get back a fixed camera and the reimbursement for the warranty I paid for...This was promised over the phone by a customer care specialist in U.S.A. Final Business Response /* (4000, 9, 2015/10/08) */ The consumer contacted us and has received the warranty refund check. The device has not been repaired as the consumer is waiting to send in the unit so they will be at the appropriate address after the unit is repaired. We understand that if the device is not repaired in an appropriate time when the consumer sends it in for repair they will file another complaint on the BBB. Final Consumer Response /* (2000, 18, 2015/10/20) */ The camera came back repaired and square trade IN THE USA resolved the matter. Thank you.

        10/19/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: The company does not honor their policy on repairs/replacement, you spend hours on the phone without results. Clearly deceptive trade practices Basically we got involved with Square Trade months ago hearing about them on the radio. Their message was you can save lots of money on phone insurance $5.00 per month. It will not cover theft but anything else including damage.My wife's phone (iPhone5) stop working a week ago.We contacted Square Trade & spent hours on the phone & online. They advised us to take the phone to an Apple store, 1 hour away, the only Apple Store anywhere close to our residence. Went to the Apple store and the wait to speak to a tech was 2 hours. I refuse to be burdened by all this running around when I pay a company to insure/handle these matters. They need to deliver on their policy of repair/replace quickly, they waste your time when the customer needs a prompt response. My wife bought a new phone (iPhone6).The slow and ineffective Square Trade process is useless & a waste of money. Her phone number is XXX-XXX-XXXX

        Desired Settlement: Want Square Trade to take control of this problem by taking this broken iPhone 5 and replacing it or refunding the value of it since my wife bought a new phone.

        Business Response: Initial Business Response /* (1000, 5, 2015/10/13) */ We are sorry the consumer had issues with their device. We can not guarantee the availability of our inventory at a particular time. In this case the exact model was not available to the consumer & the consumer was unable to remove their personal information to send the device in for exchange. As an alternative option the consumer was advised to get the device repaired at an authorized local retailer. Due to a long wait the consumer decided to not get the device serviced & cancelled the warranty. We cancelled and refunded the consumer for the warranty. To resolve this case we made a one time exception and will reimburse the consumer for the retail price of the device. We contacted the customer and he is aware of the solution. Initial Consumer Rebuttal /* (2000, 7, 2015/10/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) We received a check and are satisfied with the results of the claim. If this would had been handled the right way from the beginning we would have stayed with Square Trade, thanks BBB, **** ***

        10/16/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: I purchased a warranty on my HP Printer. Cost $599.99. It broke. No response from Square Trade on claim XXXXXXXXXXXX. The warranty was to cover any issues with the $599.99 printer. It was a 2 year warranty, purchased 7/7/2014 at Staples. I was told by Square Trade to wait 24 hours then they will tell me how they would honor the warranty I bought. Its been since 9/18/2015 and still no response from them. I cannot get through to them.

        Desired Settlement: I would like my money I am owed under the warranty, $599.99 so I can buy a replacement printer.

        Business Response: Initial Business Response /* (1000, 5, 2015/09/30) */ We are sorry the consumer had issues with their device. The claim was processed incorrectly on our side which caused the delay in the consumer getting an update for the status of the claim. We have contacted the consumer and approved a claim for a payout. Due to the poor experience we have also refunded the consumer the warranty price.

        10/14/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Paid for warranty with horrible results SquareTrade may sound great, cheap and dependable, but its far from that. I sent in a cheap bose speaker to be repaired, it was returned still broken with external damage not caused by me. I returned it again for another repair, two weeks go by no update or anything. I call again (each time is a 20 minute hold time) the tech says theyll get back to me. They never do. I call again finally get a manager to call me, they said they are issuing a check as they can not repair it. Another week goes by. No status updates, call again (20 minute wait time) rep is insanely rude, says "I should understand they are a company that serves many customers and cant do everything over night". Excuse me, own an electronics business and when i give a time frame of 5-7 business days I do it or refund the client. Outright refused to transfer me to a manager, said I had to wait even longer for my check to arrive (now its 7-10) inquired about paypal which the previous rep said I couldnt do since the check was in the mail. She said she would get back to me. All for a 200 dollar speaker.

        Desired Settlement: Check

        Business Response: Initial Business Response /* (1000, 5, 2015/09/28) */ We are sorry the consumer had issues with receiving their reimbursement. For no apparent reason there was a delay in the processing on this payment. We have expedited the reimbursement and the consumer should receive their reimbursement by September 29. We have contacted the consumer to let them know when they should expect the reimbursement.

        10/14/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Company guarantees 24/7 zero-hassle claims & a working replacement phone. I've called 4x = no resolution. Called again & the claim dept was "CLOSED". 9/28/2015: called to initialize a replacement phone under my warranty plan. The site consistently had errors so I had to call again to complete my claim transaction. Was charged $50 (deductible) for a "guaranteed working replacement phone" to be sent next-day. 9/29/2015: Received "replacement phone" and it is non-functioning. The touchscreen is unresponsive. Thankfully I have a landline, so I entered my number on their website to be called back only to be transferred and put on hold and asked the same questions I just gave the first person. After several battery removals and "DOS" start-ups it appeared the phone was responding. Only, before I could make sure, the CSR hung up. He stated that he was off a half-hour ago. 9:05PM The replacement phone was not fixed. I requested yet another call-back through the website and was transferred again and asked the same questions again. I then asked someone to call me back that could issue me a working phone. No one called. 9/29/2015; 10:05PM - 10:41PM: I was able to reach the customer service dept but told because of where I purchased my product, that particular claims dept was unavailable. I asked, and after a 20 - 30 min wait, received a claims supervisor who was able to re-process my claim and issue a new/replacement phone. This was not only a NON-zero-hassle experience, I was told twice that a department I needed was CLOSED. This is not the 24/7 service I was promised in my contract.

        Desired Settlement: SquareTrade should correct its website advertising to detail that only certain services are available 24/7. Furthermore, when a replacement device is received and does not function, the deductible should be refunded and that they will again send a functioning device. If after 2 tries and a functioning device is not achieved then an upgrade to a different, better device, of the customer's choosing will be sent.

        Business Response: Initial Business Response /* (1000, 5, 2015/10/09) */ We are sorry the consumer had issues with their device. Claims can be filed 24/7. We do not know why someone informed the consumer that the department is closed. We will address this as it is a training issue. When the consumer called to file a claim on the replacement phone the specialist was able to get the phone to work but only briefly. As the consumer stated we were able to get a supervisor to get them a working phone. We will under many circumstances reimburse the consumer the price of replacing the non-functioning replacement phone and will process a payout for a newer model phone because the model the consumer has is no longer available but these are exceptions. The process the consumer experienced is not SquareTrade wants their consumers to experience. We are going to refund the deductible as well as the warranty price. We have contacted the consumer to alert them to what we are planning to do. Initial Consumer Rebuttal /* (2000, 7, 2015/10/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) I truly appreciate your response and measures taken to ameliorate the situation. Superior customer service is unfortunately becoming elusive in our world so when it does happen I'm the first to give praise. However, when a debacle such as what I experienced occurs it's quite difficult to overlook. You have made things better. Thank you. Some additional feedback: 1. I want to point out the difference in the 2 replacement phone packages I received. The first one having only the phone body enclosed; the second package had the phone body, the back plate, additional charger and an additional battery. Pretty inconsistent if you ask me. 2. When my calls were answered I was asked a long list of questions about the details of my claim, only to be transferred each time and asked the very same questions again. This happened each time I got a CSR on the phone. There should be a function in place that tracks the claim information and transfers with the caller to avoid the aggravation of repeating the dialogue. My preference was to accomplish all this online but it always resulted in a error message. Again, this was very frustrating. 3. The CSRs need to rein back on the amount of "I'm sorry's". After about the 5th one it loses it's sincerity. Start with one apology, offer and deliver solutions, then end with an apology if necessary. Apologies don't need to be in every response. It becomes meaningless and nerve-racking. ******** So far, this replacement phone is working up to standards. I have received the deductible refund to my credit card account and anticipate I will have a check this week for the price of the warranty. Again, thank you for your prompt and courteous resolution.

        10/13/2015 Guarantee/Warranty Issues | Read Complaint Details
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        Additional Notes

        Complaint: I filed for a warranty on my phone. They sent me a worse phone as a replacement. I called and again got a bad replacement phone. 3rd phone is coming. I am waiting for my 3rd replacement phone from Square Trade. The first 2 were not working from day one. They were in worse condition than the one that I originally sent in. To top it off their customer service is in Pakistan.

        Desired Settlement: I want a new phone or retail value of my phone plus a refund on my so called warranty.

        Business Response: Initial Business Response /* (1000, 5, 2015/09/25) */ We are sorry the consumer had issues with their device. We have processed an additional replacement phone. Due to the issues that were experienced we are refunding the consumer the warranty price. We have contacted the consumer and they are aware of the refund.

        10/13/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: My claim is not being process according to issued protection plan at time of purchase. Settlement not at issued plan amounts. First attempt at filing claim - no record of the warranty being purchased, so we emailed the receipt. Second attempt when my husband called he attempted to speak to someone who barely spoke English. When asked to speak to someone else, he was on hold for over 20 minutes. Total time 53 minutes according to square trade the call was dropped. Third attempt, when I called and spoke to customer service, I declined the repair options as it is unreasonable to be without the devise for 9-11 days. I asked for a replacement phone, none in stock. I asked for payout of claim. Total time 47 minutes according to square trade the call was dropped. Fourth attempt when I called and stated I wanted the payout, I was informed that they would not cover the cost of the phone due to limited coverage. Contract coverage amount states Cell Phone Purchase Price $870.00 - offered amount is $749.99 with a $50.00 deductible. Contract deductable states $25.00. I am now on the phone with customer service again so far the call duration is 18 minutes and counting...so far they are offering less than purchase price as stated in the protection plan cost $870.00 offered $840.00 and $50.00 dollar deductible. So far no go....customer service is stating that the protection plan is a brochure...I disagreed again. So far customer service is stating what I was given is not the real plan number, but a different one. 26 minutes and counting so far the system states $50.00 now I have to wait until management calls me.

        Desired Settlement: Full payout of purchase price of phone with $25.00 deductable as listed in protection plan.

        Business Response: Final Consumer Response /* (2000, 6, 2015/10/13) */ An agreement was reached and restitution received. Finally a customer service person that actually provided customer service; ***** Z. was courteous and followed through with what was agreed upon. Please close the complaint.

        10/13/2015 Problems with Product/Service | Read Complaint Details
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        Complaint: My son Kurio tablet needs to be replaced and I purchased an extended warranty. I've called twice and still haven't got a replacement Screen is cracked. I purchased Kurio on 5-29-15. Model # cXXXXX/cXXXXX. It costed 129.99 plus 49.99 for the Square Trade warranty

        Desired Settlement: None, the run arounds

        Business Response: Initial Business Response /* (1000, 5, 2015/09/24) */ We are sorry the consumer had issues with their device. We were waiting for the receipt of purchase of the device in order to process the claim. The receipt was sent to us but it was not processed correctly. We are addressing this issue by having additional training for our specialists. We have processed the claim and the consumer should have the reimbursement in 7 - 10 business days. Due to the delays we are refunding the consumer the cost of the warranty. They should receive that payment also in 7 - 10 business days. We have left messages for the consumer and emailed them to let them know how we are processing the payment for their claim. Initial Consumer Rebuttal /* (3000, 7, 2015/09/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) They never left any messages. They did email me asking for the receipt which I sent to them. I'm asking that they send me some type of gift card for all this back and forth and horrible custumer service I've been receiving. Ive received the check for the tablet but not the warranty, they told me i would receive a refund for that also. I called yesterday 9/28/15 and the rep that tried to help me had no clue and stated "we dont refund warranties". This Square Trade company really need to get it together, I am a very dissatisfied customer! Final Business Response /* (4000, 9, 2015/10/09) */ According to our records the payment was processed two weeks ago and the consumer should have received it by now. If they have not they need to contact us so we can reprocess the payment. We have tried to call the number on the complaint numerous times, the call is answered but no one was on the phone and we were unable to leave a message. Final Consumer Response /* (2000, 11, 2015/10/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)

        10/12/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Phone was broken during SquareTrade-approved repair My 2013 Nexus 5's wireless charging function was no longer working, but the phone itself was still usable. I filed a claim with SquareTrade (claim XXXXXXXXXXXX) on 9/19/15 as my phone is still covered under a warranty I purchased. One of the options presented to me was to take my phone to a SquareTrade-approved repair shop, which I did. SquareTrade said if the repairs were less than $99, there would be no charge to me. The repair shop confirmed that these repairs would be less than $99 and take only 15 minutes. I left my phone with the SquareTrade-approved repair shop on 10/2/15 for the repairs, but while they were working on the phone, they had difficulties with the operating system. They informed me that something might have happened to the memory chip during (or as a result of) the repairs. The phone became completely unusable and they were unable to restore factory settings to allow the phone to boot up. They returned the phone to me after several hours. At this time I noticed that, in addition to the phone no longer working at all, some of the clips holding the back of the phone in place were broken and will no longer allow the back of the phone to close tightlyanother problem which did not exist originally. In the evening of 10/2/15 I contacted SquareTrade to find out what I needed to do. I was informed that my only options were to pay $99 for a mail-in repair (5 business days), $99 for a refurbished replacement (currently unavailable due to insufficient stock of this phone), or travel 40+ miles to a different repair shop, pay for the repairs out of pocket, then apply for reimbursement from SquareTrade for repair costs in excess of $99. Although I asked the phone representative for additional options because these problems occurred when the phone was completely out of my possessionand in the possession of a SquareTrade approved repair facilitythe representative said there were no other options, and asked for my credit card information to charge me for mail-in repair (claim XXXXXXXXXXXX). My credit card was charged and a pre-paid mailing label was emailed to me, which I have not yet used.

        Desired Settlement: I do not believe that I should have to pay for additional phone repairs for damage that occurred when my phone was under the care of a SquareTrade-approved repair facility. FIRST, I would like the $99 charge to my credit card refunded for claim XXXXXXXXXXXX. SECOND, I would like either one of the 2 following options: 1) I would like to mail my broken phone with expedited pre-paid shipping to SquareTrade, for full repairs (wireless charging, clips holding the phone back in place, and the operating system, plus any other issues discovered during the repairs), at no charge to me. 2) OR I would like to send my broken phone with expedited pre-paid shipping to SquareTrade, and receive a full refund of the purchase price of the phone ($399 + $31.92 tax = $430.92) so that I can purchase a replacement phone myself.

        Business Response: Initial Business Response /* (1000, 5, 2015/10/07) */ We are sorry the consumer had issues with their device. As we may recommend a repair shop we cannot guarantee their work unless the shop is part of our network. The shop in question was not part of our network as we pay these shops directly and the consumer does not. Even though the issues occurred when the phone was not in the customer's possession in this case we would take a claim and get a resolution for the consumer. Our normal procedure is to have the device sent to our repair depot so they can evaluate the issue and try and resolve the issue. As they have more resources available than a local repair shop many times they are able to resolve the issue and return a repaired phone to the consumer. If they deem the device as unrepairable we will pay the consumer a reimbursement equal to what they paid for the unit or a replace cost. Due to the poor response the consumer had in this case we are going to refund the deductible they paid, reimburse them $430.92 so they can purchase a replacement device and a refund on the warranty price as they had a poor experience with us. We have communicated with the consumer and are waiting their response to our offer. Initial Consumer Rebuttal /* (2000, 7, 2015/10/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am very ***** with the solution SquareTrade has offered, and it's actually more than I was expecting. ***** ************* was very helpful and went above and beyond to make this situation right. Just more evidence that SquareTrade is a great company that cares about its customers!

        10/8/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Square trade used a subcontractor that performed a faulty repair. This is reference to policy #XXXXXXXXXXXX. I purchased a Squaretrade policy to cover my iPad. I ended up using the policy due to a cracked screen. Squaretrade used a 3rd party (United Camera, ******************** XXXXX) to perform the repair and the company replaced the screen. However, the touch responsiveness of the screen diminished over time to the point that almost the entire screen does not respond, rendering the iPad useless. I intend on allocating a significant amount of time to vocalize my experience on line in an effort to protect fellow consumers. Of course, the action that I would prefer is for Squaretrade to complete the repair properly.

        Desired Settlement: Complete the repair properly so that the iPad screen is responsive.

        Business Response: Initial Business Response /* (1000, 5, 2015/09/17) */ We are sorry the consumer had issues with their device. The repair that the consumer is referring to was completed over 2 years ago. According to the user of the iPad the failure only started 3 months ago. If the warranty was still active we would take a claim and have the unit repaired however the warranty had expired a year and a half ago. We have spoken to the consumer and he is aware of the time frame of the repair and the status of the warranty. Initial Consumer Rebuttal /* (3000, 7, 2015/09/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do NOT accept Squaretrade's response for the following reason: The sub-contractor that Squaretrade used for the repair (United Camera) utillized inferior parts and methods to perform the repair. So, yes, while it is true I am beyond the warranty period per the agreement, Squaretrade is not willing to stand behind the repair nor the performance of their subcontractors. Apparently, the repairs themselves are underwritten by an insurance policy and thus Squaretrade does not have the internal mechanism in place to actually stand behind the repair and make things right without filing an insurance claim. And they cannot file the claim due to the fact that I am outside the terms and conditions of the warranty. So, it appears their ability to stand behind their service is signficantly impacted by 1) the use of 3rd party suppliers and 2) the fact that the claims are underwritten and not self-funded. This leaves Squaretrade with limited in-house ability or mechanism to actually act in behalf of the customer. Of course, this would be quite a different case if I was dealing directly with the manufacturer, who, at several levels within the organizatinon, could make the decision to perform the repair a second time and correct the matter (described below). The manufacturer would also be using OEM parts. In summary, a consumer seems to be in a better position to pay a small premium to deal directly with the manufacturer for coverage. The time and aggregation saved alone justifies that cost. I feel strongly that this needs to be communicated widely to fellow consumers if Squaretrade cannot correct the matter. Original issue: The touch responsiveness of the replacement iPad screen faded to the point that almost the entire screen does not respond, rendering the iPad useless. Final Business Response /* (4000, 9, 2015/09/30) */ We are sorry the consumer had issues with their device. The replacement part worked for two years after it was replaced. The manufacturer of the device has a one year warranty for all manufacturer defects for the device, so the replacement part exceeded even the manufacturer's expectation. As we mentioned before we would file a claim if the warranty was still in place or if the replacement part failed within a reasonable amount of time, as per our policy of 30 days after the repair. In some cases we could make an exception and offer a repair outside those 30 days. In this case the replacement part failed after two years of working properly. If the consumer were to purchase the manufacturer warranty they would have found that when that warranty expired the manufacturer would also not repair the unit under their Terms and Conditions. There are a number of factors that can make a device fail. Any warranty would not cover those failures after the warranty has expired. We are sorry that the unit failed but as per our Terms and Conditions we would not be able to take a claim to have the unit repaired. Final Consumer Response /* (4200, 13, 2015/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The primary concern and issue that has not been resolved is Squaretrade's use of a sub-contractor (United Camera) that performed a faulty repair. This apprears to be largely due to the use of either inferior parts and/or methods to perform the original repair. The original issue (cracked screen) was addressed, however, due to the above mention concern, the screen itself has lost it's functionality (touch responsiveness) prematurely. So while yes, the cracked screen was replaced, the poor workmanship has resulted in a complete loss of device functionality. It is also apparent that Squaretrade is not willing to stand behind the repair nor the performance of their subcontractors. This seems to be connected to the fact that Squaretrade does not having the internal process in place to right the matter due to their service agreements being underwritten by a 3rd party. When a consumer decilines a manufacturer extended warranty (in this case Applecare) and purchases a Squaretrade warranty to save a few dolllars, it is cirtical that they understand the associated risk and consequences as exemplified here.

        10/6/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: I paid for 2 years warranty - filed claim 8-20-15 not able to get resolution (or phone contact) bought Lenovo laptop XX-XX-XX with $99 warranty for 2 years. Touch screen failed August 2015. Contacted square trade, send copy of receipt and they approved the claim 8-20-15. Took laptop into local shop for repair as instructed. They spent 7 hours on the touch screen issue - can't be fixed. Cost me $49. Then square trade wanted me to send the laptop to them. No go - can't work for an unspecified period. Asked to talk with a mgr. They keep calling on my home phone and I keep leaving messages and emails telling them to call on my cell. Still no response (I think these people are in india) They told me I should buy an 'alternate' computer for these kinds of situations. Not reasonable - that's why I bought the warranty. It's been nearly a month and I need my computer to fully function. I've left another message to a 'general' mailbox because no one answers on the extensions they give me.

        Desired Settlement: They need to reimburse the monies paid for the attempted fix of my computer. My computer contains personal information for clients (and myself) Sending it to some odd location for an unknown length of time will cripple me in my work. That's really not protocol these days. If they want to login and share screen to 'fix' I am ***** to do so. According to the local shop - this issue is not 'fixable' and the model of computer is obsolete so the touch screen cannot be replaced. I either need them to fix this thing in a manner that is reasonable or they need to replace it. That's why I bought a warranty.

        Business Response: Initial Business Response /* (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 repair. In this case the unit was unable to be repaired by the local shop. In cases like that we do not reimburse for diagnostics that do not result in a repair. When 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 device. Sometimes 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.

        10/5/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: File warranty claim over a month ago and company has yet to resolve claim. Ignores all attempt at contact. I have a chair warranty plan purchase through Staples from square trade. The company sent me an email asking for receipt information, despite the fact that they have you register all this information from them at time of purchase of the warranty, thusly it seems more like a stall tactic or a way from them to try and deny the warranty. None the less, I had an Emailed receipt that I forwarded to the address they provided the same day, after which I did not hear anything from the company for two weeks. When I did hear back I received a generic "Receipt received" messaged and no information of the progress on processing my warranty. After another week with no contact from the company I emailed the address they provided, asking how long it might be till my claim was resolved. Another week went by with no contact, and I attempted to call them. Company does not provide a contact number but instead has a "give us your number so we can call you" form on their webpage. I filled out said form and never received a call.

        Desired Settlement: I just want my warranty processed so I can receive the coverage that I paid for. They claim to cover any accidental damage for 3 years, it's was only about one and a half years after purchase when I tried to claim the warranty. Either repair or store credit so I can purchase a new chair would be acceptable, per the original warranty agreement.

        Business Response: Initial Business Response /* (1000, 5, 2015/09/16) */ We are sorry the consumer had issues with their chair. Although the consumer followed the process to have a claim filed it was not completed properly by SquareTrade. We are processing the claim and pushing it to payout. We have contacted the consumer to let them know we will process the claim and we just need to know which method of payment they would like to receive the reimbursement.

        10/5/2015 Problems with Product/Service | Read Complaint Details
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        Complaint: business does not honor warranty as per contract after 3 contact emails with invoice Product_Or_Service: repair Account_Number: XXXXXXXXXXXX

        Desired Settlement: DesiredSettlementID: Other (requires explanation) pay the repair invoice as per contract

        Business Response: Initial Business Response /* (1000, 5, 2015/09/16) */ We are sorry the consumer had issues with receiving their reimbursement. One of the reasons for the delay is that the receipt was not sent to us using the proper procedure. The consumer did receive an approval email that states the consumer should, "Reply to this email (include claim number in subject line) and attach a copy of your receipt (digital photo, scan, etc.). We'll review it and then quickly reimburse you." The receipt was sent using instructions the consumer received to send in the proof of purchase of the device, which the consumer did perform properly and that receipt was received. Unfortunately the repair receipt was logged in as a purchase receipt and no additional action was needed or taken. SquareTrade's intent is to always honor our warranty as long as the claim falls within the Terms and Conditions of the warranty, as this claim did. Once we found the receipt we did process the claim and reimbursed the consumer. A check was processed on September 14 and the consumer should receive his reimbursement by September 26. We have sent an email to the consumer explaining when they should expect the check.

        10/5/2015 Problems with Product/Service | Read Complaint Details
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        Complaint: I was promised a full refund but was sent an inferior replacement instead. 8/25 Squaretrade warranty claim placed. Plan #XXXXXXXXXXXX & received an email acknowledging receipt successfully submitted online for computer purchase price of $602.99 + 46.73 tax. TOSHIBA P775-S7100 from Best Buy San Diego. 8/27 Squaretrade claim assessment approved. Claim #XXXXXXXXXXXX. Box sent to send computer to their Texas location. 9/3 Squaretrade received computer in Texas for assessment 9/4 spoke to ***** @ extension ****. After speaking with a manager, ***** promised a full refund instead of a refurbished computer due to specific needs. She assured me that it would be handled quickly. 9/11 Today instead of receiving the FedEx'ed check that I was promised, I received an inferior refurbished computer worth less than half of my computers value for which the Squaretrade warranty was purchased.

        Desired Settlement: Refund as promised

        Business Response: Initial Business Response /* (1000, 5, 2015/09/17) */ Hi *****, Here is the approval email stating that we did approve the claim and the consumer will be paid out. This is for complaint - XXXXXXXX You can see it was approved the day before the complaint was filed.

        10/2/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Was told I would be able to receive full payout of my television. I am filing a Complaint against squaretrade, located at www. squaretrade.com with the United States Corporate address of 360 3rd Street, 6th Floor San Francisco, CA XXXXX. My complaint is that squaretrade claims to have a fast, hassle-free claims experience, however my claims handling was everything but fast and hassle-free. My claim begin, during October 2014 where I spoke to a ***** lady who was assisting me with diagnosing issues with my TV. I experienced a power surge and the television did not power up properly, and when it did a faint buzzing sound heard previously seemingly became louder. After running troubleshooting with the ***** lady over the phone she indicated that by what I was describing the TV may be eligible for replacement. After speaking to a colleague she became unsure, and decided that it would be best to send me parts to attempt to resolve the issue. While speaking to her she mentioned that if the TV was unrepairable with the given parts I would have received a payout for the TV to attempt to find a new TV. I agreed to have the parts sent and have a technician come and verify the issues. While waiting for the parts I began to research my problem and decided to switch the power cords and outlets to see fi the TV was able to power on, I did and it worked. However the buzzing sound still remained. I received the parts from squaretrade, and waited for a technician. No technician arrived, or called me to schedule a time as squaretrade promised they would. Call after Call attempting to speak to a supervisor and to have my case escalated was left unanswered. During the month of January my Grandfather passed ***** and I still did not hear a word from squaretrade regarding my claim, within the next few weeks my father was hospitalized. During these hard times my mind was far from servicing my TV and attention and diligence fell to my family. Shortly thereafter unfortunately my father passed ***** and after getting through the grief I decided to figure out what exactly was going on and why my TV was still not repaired. I logged into my squaretrade account and see that the claimed indicated that the repair was paid. However, I had unopened parts at home that were setting there for nearly a year. I decided to call squaretrade in August 2015, to inquire on why I never received a call to why my repair was listed as paid when no repair was actually made. The person over the phone said he would take care of it, and offered to have me wait for a supervisor. I declined to speak to one trusting the technician would handle the issue. Within a week I received a call from a local tech that came to verify the buzzing, and replace parts on the TV. After replacing the parts on the TV the buzzing continued, and the TV even had trouble powering up several times after the parts were replaced. The technician said he would call squaretrade and let them know that the repair was unsuccessful that the TV is still buzzing, and it seems to be related to the panel. Which in earlier dealings with squaretrade they indicated that if the TV has a panel issue the TV is deemed unrepairable and issued a replacement. With that being I said I did my due diligence and reached out to Samsung to have a case number for the issue with the panel and have Samsung confirm so we wouldn't have had to waste time. That was not the case, as I have wasted an entire year dealing with buzzing and back and forth from a company I have entrusted to be hassle-free and fast. Throughout this whole ordeal, I have continued to recommend squaretrade as I do believe it's an incredible service provided however the way my claim was handled has been anything but. After finally calling and asking what the holdup was the options that I received for replacement were less then stiller, they did not fit my room my light needs, and the amount of light that my room received. I informed the representative that I was told that during the beginning of the claims process I had the option

        Desired Settlement: I would like squaretrade to offer me the payout of my television which is listed at $1889.98 on the squaretrade website for the hassle, the tremendous amount of stress and the emotional distress that this ordeal has caused. This will allow me to pick a TV that I feel is appropriate for my space, and will allow me to purchase a protection plan from squaretrade in the future, as I do believe the service they provide is incredible for the consumer, my TV was never repaired, and claiming so is fallacy, and I hope squaretrade will rectify this.

        Business Response: Initial Business Response /* (1000, 5, 2015/09/16) */ We are sorry the consumer had issues with their device. As part of our service to the consumer we do offer a replacement TV with the features that match the specifications of the TV being replaced. We then email the consumer with the model of the TV we are offering and the features of the TV. Many consumers find this to be a convenience as they will not have to "shop around" for a replacement. Of course if the consumer does not find the TV replacement as a viable replacement we will proceed with a payout. Due to the poor experience the consumer had and the delay in the processing of the repair we are also processing the consumer a refund of the warranty price.

        10/2/2015 Guarantee/Warranty Issues | Read Complaint Details
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        Complaint: Warranty replacement phone was a stolen iphone. My son's account was suspended through verizon. Need a replacement phone not blacklisted. On 8/23 I requested a new iphone 5c through squaretrade warranty due to equipment malfunction. Claim number # XXXXXXXXXX I received one on 8/28. I attempted to activate this phone on 8/29 when received. At this point my son's account was suspended through verizon. I called verizon and they informed me this phone was on a blacklist stating it was a stolen iphone. I called squaretrade explained issue and they apologized and told a new one would be immediately sent out. Claim number is XXXXXXXXXXXX. It is now 9/8 and I have still not recieved one. I have emailed them numerous times where they respond with promises of mailing one. I have a stolen iphone issued by you in my possession but no body seems to want to help with issue. Made several phones calls just to be put on hold or called back but still no help.

        Desired Settlement: I am requesting a replacement phone that is NOT stolen merchandise. Also any fees that might be incurred when I reconnect this phone.

        Business Response: Initial Business Response /* (1000, 5, 2015/09/16) */ We are sorry the consumer had issues with their device. Although the consumer was told the phone was "stolen" it could have been a number of circumstances that would put the phone on a carrier's "blacklist". We do not have access to any carrier's database so we cannot access the information regarding the status of a phone. We are addressing the issue with our supplier so that we don't have useless phones shipped to our customers. We have paid out the consumer so they can purchase a replacement phone. We are going to refund the deductible paid for this claim and the price of the warranty as a courtesy for the delays the consumer experienced. We have contacted the consumer so they are aware of what we are offering.

        10/1/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Failure to honor warranty! Cell phone was purchased from Costco on 8/24/15 for $739.99. Insurance from Squaretrade was purchased within days of phone,for $99 on Amazon, after viewing the company website for details and customer views. Approximately a week later, cell phone screen cracked after a dropped. Applied for warranty serviced through SquareTrade website. I was emailed back and told that Squaretrade insurance must be purchased through Costco and not through Amazon. I called the company to inquire where this was written and to ask if I could still purchase through their company website. I was told purchases through their website are valid for Costco phones but that my claim would be preexisting damage and not covered. I believe SquareTrade advertising is very misleading since it does not list under what circumstances the insurance must be purchased to be covered. Insurance was purchased and now that a claim is need, coverage is declined. They had Amazon begin the process of refunding my insurance coverage. Now I have a cracked screen that I must pay several hundreds of dollars to be repaired.

        Desired Settlement: Repair of cell phone. Clear information on their website, explaining the excluded purchases!

        Business Response: Initial Business Response /* (1000, 5, 2015/09/25) */ We are sorry the consumer had issues with their device. When a warranty is purchased from a reseller the warranties purchased can only be used for devices purchased through that reseller. We are in contact with the consumer and were able to explain the process and work with them to purchase the correct warranty. Initial Consumer Rebuttal /* (2000, 7, 2015/10/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was able to discuss my issue with a special department/person within the customer service of squaretrade. They were very professional and reasonable and offered solutions unlike my two previous discussion with customer service department. My issue has been resolved. Thank you. ****** *******

        10/1/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Protection literature provided with purchase doesn't list repair limits or that deductions are taken from fair market value due to previous repairs. I purchased a Squaretrade protection plan from Sam's Club 6/6/14 for an Asus Laptop V551LB-SH71TT, and have had nothing but problems with the protection purchased. My hard drive failed 8/11 and a claim submitted to Squaretrade that day. It took Squaretrade two weeks to get everything resolved from submitting a claim to issuing a reimbursement check for having Best Buy repair my device. They didn't even do the repair, it took Best Buy 12 hours to complete the repair for them. They had no communication with Sam's Club that a protection plan was even purchased, took several days to verify coverage even though the purchase receipt was sent same day. The repair cost $383.49 for a laptop we paid $728.71 for. I asked over several phone calls to Squaretrade for them to reimburse me for the full laptop purchase price because I have had to replace 2 hard drives already and could only imagine more problems if there have been this many already, they rudely denied quoting their "policies" and even hung up on me once. They then proceeded to misplace my claim, and I had to resubmit everything and took another 5 days to receive the reimbursement check. Last night, 9/5, my computer failed to boot. I took it into Best Buy again today on 9/6 and they tell me the sata connections on the motherboard are not working, and quoted another $2XX-XXX for repair. I called Squaretrade today, 9/6, to submit a claim and was told they will only cover cumulatively up to what we initially paid for the device, and that part is nowhere to be found in their literature given with purchasing said protection. Their literature promises to fix a device or have "fair replacement value" issued if the device is not repairable, and does not say more on the matter or list fine print that says anything about limiting repair costs. The customer service agent trgk_sanwar, if I can even call them service agents after being of no service at all anytime I have called them, stated that they could try to repair it, but will cap repair reimbursement at the $340 difference between what I paid for the laptop and their previous repair cost. If they can't repair it, their fair replacement value of this Asus notebook with an I7 processor, 1tb hard drive, 8gb memory, and Nvidia GEforce 740 graphics is now $340 after DEDUCTING PREVIOUS REPAIR COSTS! The computer retailed at $899.99, even though it was purchased at $728.71 price match of another Sam's Club clearance on the model due to low stock at that store. $340 replacement for a $900 computer. Fair market replacement does not deduct for previous repairs, it factors in the specs vs comparable specs on a new device. They have not disclosed in anything listed at Sam's Club or any literature provided with the purchase that they cap their repair costs or deduct repair costs to determine their "fair market value reimbursement".

        Desired Settlement: Full reimbursement of the $728.71 laptop purchase price that was requested several times on the initial claim and denied. This is a lemon device that has now needed 2 hard drive replacements and a new motherboard between 6/6/14-9/6/15. I will be more than ***** to send Squaretrade the defective laptop for diagnostics/refurbishment, but I will not be satisfied or resolve this claim without full reimbursement of the $728.71 purchase price.

        Business Response: Initial Business Response /* (1000, 5, 2015/09/14) */ We are sorry the consumer had issues with their device. As stated in out Terms and Conditions, "The total amount that We will pay for repairs or replacement made in connection with all claims that You make pursuant to this Protection Plan shall not exceed the Coverage Amount. In the event that We make payments for repairs or replacements, which in the aggregate, are equal to the Coverage Amount". As the consumer stated the remaining amount on the warranty would not be enough to purchase a replacement computer with the features of their computer. To make the consumer whole we will reimburse them what they paid for the device. When possible this is what we try to do to ensure our consumers have a better experience.

        9/30/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: I am having issues with Square Trade regarding a refund. They have been giving me the runaround since Sept 1, 2015. My issue with square trade started on September 1, 2015 when I called to have a refund processed for the pro-rated balance on my warranty for my iphone5s. I was told by the representative, ****** that the card on my account was not active. I then provided her with the correct card number and she mentioned that my refund would be processed in 24hours (an email confirmation was sent to me). I decided to give it a few days, still nothing. I then called on Sept 5 and was told that my refund was not processed by card and that a check was sent to my address instead and that I needed to wait 7-10 days. I questioned the representative as to why a check was sent as when I called previously I was told they were processing with my credit card. The gentleman apologized profusely for the error and assured me that the check was sent and that I should be patient. Next, I waited for the check to arrive, when it did not arrive on Sept 11, 2015 I called back. I was then told that the check was actually sent out on Sept 3 and that I should wait until the following Tuesday, which would have been Sept 15, 2015 and that it would 100% be there by then. I obliged again but made sure to state that I was becoming very frustrated with their customer service. He assured me that I wouldn't have any issues and that it would be there by Tuesday. Tuesday came along and nothing... I called back again and I spoke with a woman by the name of ******. She too apologized for the issues and mentioned that she would "void" the check and would now process the refund via PayPal. I asked if she was sure this would work and she said, YES! She even mentioned she was a new employee and that her Manager, ********* would contact me to confirm. To my pleasure, he did call me back a few hours later and even followed up with an email. I was ***** to know they would be resolving my issue, FINALLY! WRONG. I checked my Pay Pal account the following morning and of course, there was nothing in my account. I called again this morning Monday Sept 21, 2015 and the gentleman told me that they don't process pay pal refunds on weekends and that he was going to check with his accounting department. After being on hold for awhile, he said that I should wait 2 hours and the payment would show up. I questioned the timing as Paypal goes in instantly. He of course gave me a bogus story and mentioned his manager would call me in 5min. No surprise at all when 2 hours later I still hadn't received a call from said manager. I just called again at 1:47pm and was on the phone with them for an hour as they tried to resolve my issue, this time I spoke with ******** at extension ****. He says I should wait another 24 hours while they fix the issue as their systems are down and they are currently running an upgrade. I am at a loss for words at this point. I have never dealt with such poor customer service. I am asking for help because I know if left up to Square Trade I will not be receiving that refund.

        Desired Settlement: I am seeking a refund for the pro-rated amount that should have been processed on September 1, 2015.

        Business Response: Initial Business Response /* (1000, 5, 2015/09/29) */ Hi *****, > > Recently, you had an unsatisfactory experience with SquareTrade. We'd like > to apologize. > > > I found out from our accounting department that the Paypal credit that was > scheduled for Friday did not occur. They will process those credits > tomorrow. > > > Because of the continued delay and the incorrect information you were > given we would like to give you a full refund on the warranty. I have > processed a check that will be sent overnight tomorrow and you should > receive on Wednesday. If you do not receive the check on Wednesday please > let me know. > > > If you have any additional questions you can reply to this email or call > me. If you reach my voice mail, please leave your name, the ticket number > written in the subject of this email, and the best number to reach you. > > Sincerely, > ***** C. > The SquareTrade Team Initial Consumer Rebuttal /* (3000, 7, 2015/09/29) */ Thank you so much for your assistance *****. I will look for the check to arrive no later than Wednesday and if I run into any additional problems I will reach out. Thanks so much. ***** Final Consumer Response /* (2000, 10, 2015/09/30) */ Hello, I was able to get my issue resolved thankfully! I checked the BBB website and under Square trade there was another number for the customer complain line. I spoke to a gentleman who was extremely helpful and resolved my issue immediately. Thank you so much for assisting me with this issue.

        9/29/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Company continues to withhold refund after 30 days for failed equipment covered under warranty. Warranty contract states typical refund in 3-5 days Regarding warranty plan #XXXXXXXXXXXX, claim #XXXXXXXXXXXX: I have yet to receive product refund after 30 days, requiring me to purchase a replacement product out of my own money. Originally they offered me an immediate refund using Paypal, but today they inform me that a refund will be issued by paper check after 3-5 days of processing. THEY ARE WITHHOLDING MONEY.

        Desired Settlement: I want my entitled refund of $169.89 under the warranty contract, *PLUS* $162 for funds I needed to spent out of pocket to purchase a different replacement router to restore my Internet service while this issues is resolved with Squaretrade

        Business Response: Initial Business Response /* (1000, 5, 2015/09/24) */ We are sorry the consumer had issues with receiving their reimbursement. For some reason our system did not process the payment properly. This caused the delay in the consumer receiving their reimbursement. We reprocessed the payment and it was processed and is being shipped to consumer. They should receive the reimbursement by September 28. Due to the delay and poor response the consumer experienced we are also refunding them the cost of the warranty. We have contacted the consumer and they are aware of these payments. Initial Consumer Rebuttal /* (2000, 7, 2015/09/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)

        9/28/2015 Problems with Product/Service | Read Complaint Details
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        Complaint: I have received a defective replacement phone, attempts to get it resolved have yielded me nothing. I've been disconnected 4 times, no emails returned The replacement phone I received under my warranty worked well for the first week, then I noted white blocks appearing where the numbers are on the password ******* and the camera randomly will blank out or give me a streaky pink screen. Warranty Plan# XXXXXXXXXXXX Claim# XXXXXXXXXXXX. *** was the name of the representative whom processed my claim, sent me an email with warranty # and advised me to contact him should I have any issues with the refurbished replacement. I have called once to be told by the automated system that the extension is not recognized by the system and I have emailed multiple times and called the general claim line to only be disconnected while having to be transferred, multiple times.

        Desired Settlement: A replacement phone, not refurbished of the same or comparable or greater value than what I originally had replaced.

        Business Response: Initial Business Response /* (1000, 5, 2015/06/23) */ We are sorry the consumer had issues with their replacement device. Our normal procedure is to send the consumer another replacement phone, but due to the poor service the consumer has experienced so far we will send the consumer a new replacement phone. We are in contact with the consumer so they know how we are going to proceed with this claim by replacing their phone with a new phone. Initial Consumer Rebuttal /* (2000, 12, 2015/09/28) */ The company respected my request and replaced my phone with a new one. The phone I had was no longer available, so they purchased it from Amazon for full retail price. I am grateful that with the assistance of BBB this was quickly resolved. I appreciate the manner of which the company responded and wanted to update my complaint for the benefit of the company.

        9/25/2015 Advertising/Sales Issues | Read Complaint Details
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        Complaint: Billing and customer service issues! 1. Billing issue: When my wife and I enrolled our new phones we each opened an account. The company made billing errors and later corrected them. Since that time billing has been messed up because we have not been billed and I am concerned that IF something happens to one of our phones they will deny coverage even though it their fault they messed up the billing. 2. Customer service issue: I have sent emails and failed to get ANY response! I have called multiple times and the people on the other end don't really understand English so it is a futile conversation that gets nowhere! I have requested to speak to someone in AMERICA and the rep will say no problem and then put me on indefinite hold. I want to speak to an American in the U.S.A. that clearly understand, comprehends and is 100% fluent in English.

        Desired Settlement: I want to be contacted by phone by an American employee who is 100% fluent in English. I want our bill(s) straightened out so that we are being billed correctly.

        Business Response: Initial Business Response /* (1000, 5, 2015/07/29) */ We are sorry the consumer had issues with their warranty and with our customer service group. We have confirmed that the warranties in question are both active. We are following up with the proper department at SquareTrade to make sure the warranties remain active and payments are made. We are addressing the issue with not having enough specialists to answer the phones. We are hiring more specialists to that the wait time to answer the phone is being reduced. We have spoken with the consumer and have addressed these issues. Initial Consumer Rebuttal /* (3000, 7, 2015/07/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received a call from "*****" yesterday and he assured me that he is looking into everything and will get the billing issue taken care of. He indicated that I would hear from him within the next 2 weeks. I marked this response "no" because everything has not been completely resolved yet. ***** was very nice and I am taking him at his word and once everything is done I will mark this section "yes". Final Consumer Response /* (4200, 14, 2015/08/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was told by "*****" that I would be hearing back from him with a resolution and that has NOT happened. I am not understanding how this can be so complicated! Is this a sign that there is a much bigger problem going on with how you treat your customers and how you bill them? From my point of view as the consumer it is pretty straight forward. 1. Make sure the billing for my account and my wife's account is accurate! 2. Make sure there is NO lapse in coverage since we have done nothing wrong and NOT missed a payment. 3. Get the information in YOUR system fixed so that it pulls the money ON TIME every month. We I first filed this complaint I was giving your company the benefit of the doubt and NOT asking for anything. Now, with the frustration, claims that have not been followed through on etc. I think my wife and I should get our warranty for free! But if you don't want to do that THEN GET IT FIXED! Final Business Response /* (4000, 18, 2015/09/11) */ Hi *****, We have confirmed that the current billing cycle was complete and both warranties are current and active. The consumer should have no issues when filing a claim.

        9/23/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: False information given pertaining to warranty claim. On August 18th 2015 I called square trade to redeem my warranty as the wifi on my covered smart tv had become inoperative. I spoke with a representative named ***** who told me I had two options, either I could have them send out a technician to repair the TV or I could choose a device that would connect to my TV to stream media in much the same fashion that the smart tv feature does. Seeing as how she told me that the wifi modules go out commonly on those TVs I didn't want to deal with this again and decided to go aftermarket and asked how much of a stipend there was on a streaming device, she said since it would cost them about $200 to repair my TV then I could choose a device priced the same, I had her repeat to me that info, I asked, "so I can choose a device as long as it is under $200?" she said yes and said they can order one for me or I can buy it, send them the receipt and they would reimburse me. I thought that was an amazing offer. So that night I researched and chose the item I wanted, it was a device priced at $199.99 and I emailed her the information on it and where to order it from at that price. I received an email from an individual named **** the following day telling me they cannot honor what ***** told me I could do, so it is a very good thing I did not purchase it like ***** said I could and been burned by not being reimbursed. **** told me I could choose vastly inferior/cheaper models of media streamers or he could send a repair person. I told him this is not what I agreed to, I agreed to choosing a device costing under $200 like the first employee offered. He once again repeated himself and a day or two later took it upon himself to have a repair company call me to ask when they could set up a time to fix my TV. I told the repair person that I was not done settling the issue with the warranty company so I would not schedule anything at the moment. **** later asked me if I was rejecting the repair/warranty coverage, to which I replied "No" I merely want what was offered to me initially. I told him he wasn't handling my issue to I wanted to be elevated to a supervisor or manager. It took me requesting three times to speak to a manager/supervisor before he claimed he had maid an elevation ticket. I emailed 4 days later after not hearing anything from them about this escalation ticket **** claimed they made, and I received no reply. That email was sent on August 24th. I have heard nothing back from the company since the 20th, today is the 2nd of September. Firstly this is a terrible way to handle a customer who paid to get a warranty through a company. I was promised a $200 product from one employee, then told the next day I couldn't have it, and had to settle to get a known defective part replaced by a TV technician. Then after I asked to be put in contact with a manager, I waited 4 days before I emailed them asking for a response. And still after almost 2 weeks I have heard nothing from them. This is not good business in my opinion.

        Desired Settlement: I am looking for resolution by way of the company standing behind the word of their employee and ordering the requested device for me, and for posterity sake training their employees on what they can and cannot offer a customer. If you offer a customer something, you had better be prepared to pay out. Word is bond, a company should not go back on it, it is unprofessional. Or since as ***** stated, the part that went wrong in mine, goes out commonly in these televisions, and to avoid dealing with this problem again in the future, I would accept a replacement television of my choice, for no more than the amount I paid for it the same day I bought the warranty. ($1599.90)

        Business Response: Initial Business Response /* (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 issue. Since 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 /* (2000, 7, 2015/09/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) Firstly I'd like to thank ***** who contacted me about my issue, he was very amicable and solved my problem swiftly with the utmost professionalism. Because of my experience with him, I will assuredly do business with squaretrade again.

        9/21/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Didn't stand by an email they sent. we filed a claim for our TV. Got an email stating they were going to replace it. After some time had passed ** hadn't heard so we contacted them. The person we talked to said they were not replacing it. We asked why we received the email then and he said because it was night staff and the night staff was just trying to satisfy us.

        Desired Settlement: For square trade to replace our TV with one of equal value.

        Business Response: Initial Business Response /* (1000, 5, 2015/08/31) */ We are sorry the consumer had issues with their device. The photos that were sent to us clearly show that there was damage to the screen. As per our Terms and Conditions we do not cover accidents on TVs. The consumer does have an email from SquareTrade stating that we moved the claim to provide the consumer with a replacement TV. This email was sent in error. None the less the consumer does have documentation that we will provide a replacement TV. For that reason we are proceeding with getting the consumer a replacement TV. Initial Consumer Rebuttal /* (3000, 7, 2015/09/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received a call from ***** with square trade about 12:30 mountain time and he stated they would be issuing me a check in the amount of $1470. He said it will take 10-14 business days to reach me. Once, I receive the check and it clears I will be satisfied and will contact the BBB and let you know the issues has been resolved. Final Business Response /* (4000, 9, 2015/09/09) */ We are sorry the consumer had issues with their TV. We have expedited the payment and according to our shipper the check was received on September 9.

        9/21/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Sent Olmpus camera to Square Trade 7-26-15.Have received varying versions regarding status of repair.Camera was determined to be BER Sent Olympus camera to Square Trade 7-26-15.Have received varying versions regarding status of repair.Camera was determined to be BER (Beyond Economical Repair) Being that the camera is still functional I want it returned.I gotten many varying e-mails regarding the status of my camera. Calling customer service has been very little help. I'm still not sure as to the status of my camera. This particular model is no longer made by Olympus.I have a lot of money invested in lenses and accessories and want the camera returned to me in the same condition it was sent to Square Trade.

        Desired Settlement: Help in getting camera returned

        Business Response: Initial Business Response /* (1000, 5, 2015/09/16) */ We are sorry the consumer had issues with their device. As per the repair depot the camera will be returned to the consumer unrepaired. Since the consumer was going to try to get the camera repaired locally I informed them that we would reimburse them for the repair costs. We have spoken to the consumer and they understand what we will do to have this issue resolved. Initial Consumer Rebuttal /* (2000, 7, 2015/09/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Camera was returned to me in the same condition that it was sent.Filing the complaint got me a timely response

        9/18/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Improper refund, followed by no communication. Service not used, as phone was returned within the grace period prior to the warranty being activated. Purchased 2-yr warranty protection for a refurbished phone that had to be returned within the 60 day return period outlined. I cancelled this warranty service and requested the $ be returned to my card, to which $24.57 of the original $38.99 was returned. I wrote back asking how that was calculated, as their service was never activated and to kindly return the remainder of $ back to my card, giving them till the end of the week to reply; no reply thus far.

        Desired Settlement: A full refund and some less dicey business practices.

        Business Response: Initial Business Response /* (1000, 5, 2015/09/01) */ We are sorry the consumer had issues with their account. According to our records our system did a full refund of $38.99. We also see, based on the transaction numbers with the financial institution that the funds that were credited to the consumer were $1.32 short. We were not given an explanation by the financial institution as to why the full credit was not processed. The credit of $37.67 was confirmed with the financial institution. We have contacted the customer to have them contact the institution. We are also processing a payment for the difference in what we should have sent the consumer. Initial Consumer Rebuttal /* (3000, 7, 2015/09/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I originally purchased this plan with a phone through eBay, after receiving this response I made sure to check my messages; no further communication has been made on their end to either explain why that amount was refunded, nor have they attempted to refund the remainder of my money. $38.99 - $24.57 = $14.42. The "financial institution" is a reloadable prepaid card from Western Union; which since your supposed repayment troubles, have had no trouble being refunded for the entire price of the phone. I'd now like to see your receipts, as I'm most certain none of these things were done and is now an issue of principal and being lied to. Final Business Response /* (4000, 9, 2015/09/03) */ We refund a warranty back to the method used to purchase a warranty. The financial institution used to purchase the warranty was Paypal. We also have concluded that the partial payment was made from SquareTrade due to the Terms and Conditions of the warranty, " If You cancel after the first thirty (30) days from purchase of this Protection Plan, You will receive a pro rata refund based on the time remaining on Your Protection Plan." As we stated we have processed the difference in the full amount and pro-rated amount as the warranty was cancelled due to the fact that the warrant was cancelled and never used. Also because the consumer had issues with Paypal this amount will be refunded by check. We did email the consumer the Unique Transaction ID that they can use to find out why they did not receive the full refund. We will not post anything on this response to the rebuttal as it is personal information. We emailed the consumer at the email address listed on the complaint. We will send the consumer the email again.

        9/18/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Fraud and misrepresentation The situation I am about to describe has happened to me twice, with two different phones under two different contracts about a year apart. I purchased my $99 Square Trade contract for a Samsung Galaxy S6 Edge phone. Within about a month, the phone had physical damage from being accidentally dropped which is covered by the agreement with Square Trade. I contacted the company to request a replacement phone, however a phone was not available. I was told that I had to keep calling back to try and catch them when a phone was in inventory. I was once told that if I call on a Monday that I would have a better chance. During one conversation, I was told I'd have a phone in 3-5 business days and none arrived along with no follow-up. This cycle continued for about a month until I finally gave in and agreed to have them send me a check for the purchase price of the phone. Since this was my second time in this situation, I was more wise to what this actually means. Yes, they will send you a check (although I'm still waiting for mine which I'll discuss later), but it will only cover the base price cost of a new phone. It does not cover taxes (which are 7% in PA for a total of $47.04). It doesn't cover a reactivation fee from the carrier, which I did not have to pay. It doesn't mention the $75 deductible (which I was able to have waived due to my month long issue). They also don't tell you that this fulfills their warranty obligation on your phone, and you'll need to purchase a new $99 warranty on your replacement phone. This is where it feels like fraud is at play. Square Trade has twice not had my phone in inventory nor had the ability to find me a replacement phone. Phones were available from both the manufacturer and carrier, but Square Trade insisted that the phone had to be purchased from Amazon, Ebay, or from their stock of phones. Customer service is absolutely horrible. I was promised return calls at least 6 times over the course of my issue and never once received a return call. I asked for extensions and email addresses and once was sent an email that contained this information. The extension I was given was 1515 which is an extension to login to their voicemail system. The email address was the generic Square Trade email address and did not go to an individual. Any time I asked to speak to a supervisor or manager I was told they would have to call me back in 48 hours. I waited that 48 hours once with no call back and called back exactly at 48 hours. When I asked why I hadn't received a call they said they meant 48 business hours - which I'm not sure even makes sense - is that 6 days? I was consistently played for over a month. I finally accepted the offer of a payout, I was able to negotiate a waiver of the $75 deductible and 30% off the new plan. I was still out money on the deal. As agreed, I returned my damaged phone immediately upon receiving my replacement from the carrier. It's now been 10 days since Square Trade has acknowledged receiving my damaged phone. I started calling on Monday of this week and each day was told my payment would be in my paypal account within 24 hours and I would receive a follow-up call. Neither of those things have happened. I finally called and asked to speak to someone in San Francisco rather than Pakistan (their call center). Hopefully this call will resolve my issue. I implore you to look into their practices which I believe to be fraudulent and misleading. To whom else can I file a complaint? The FTC?

        Desired Settlement: Sure, I'd love to have the $50 or so refunded to me that I have lost, but more valuable is the enormous amount of time I've had to spend on this issue.

        Business Response: Initial Business Response /* (1000, 5, 2015/09/15) */ We are sorry the consumer had issues with their device. We will provide a replacement phone to the consumer when it is available in our inventory. As stated in our Terms and Conditions, "... at Our discretion, We will either: A. Repair Your Product, or; B. 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; C. Replace Your Product with a product of like, kind, quality and functionality." In this consumer's case the phone was not available through the channels we have available to us, so we paid the consumer the replacement cost of the phone. We were mistaken not to payout the consumer the sales tax he paid and we are making arrangements to have that done. We are addressing the issue of not having a manager available to respond to him when he requested a call from a manager. We are increasing our team that follows up and makes those calls. Due to the fact that we did not clearly explain to the consumer the options they have and not having set the correct expectations we are refunding the consumer the price of the warranty. We have contacted the consumer to let them know this is how we plan to proceed. Initial Consumer Rebuttal /* (2000, 7, 2015/09/18) */ (The consumer indicated he/she ACCEPTED the response from the business.)

        9/18/2015 Problems with Product/Service | Read Complaint Details
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        Complaint: The company told me to have my cell phone repair and submit them the receipt. I did and they do not want to reimburse me the money for the repair. 2-11-15, on EBay, I brought an IPhone 5c and the 1-Year Square Trade Warranty(Cell Phone $1XX-XXX) with Item Id:XXXXXXXXXXXX. 4-20-15, I contacted Square Trade regarding my phone has stopped working. The man told me I needed to turn off find my iphone before square trade could repair it. I told him that the screen was not function at all. So, he told me that I had to take it into a local repair shop in my area to have it repaired. And Square Trade will reimburse me that cost but it can not be over $149. This is the reply, SquareTrade Claim Update: A Specialist is Reviewing Your Claim (Claim #XXXXXXXXXXXX) 4-22-15, someone called me from SquareTrade and asked me did I have it repair. I replied, no. I was waiting to here from you all. He told me to have it repair and call back when it is completed. 5-11-15, I picked up the phone from the shop and paid $145, but was informed that the motherboard is going bad in the phone. I called SquareTrade and spoke with ****** and he emailed me this message, (Hello ******, In order to register your item we require a copy of your item's purchase receipt (showing the purchase date and price) be on file with us. To email a copy of your receipt: Please send a message to ********@squaretrade.com with the subject line XXXXXXXXXXXX. So, I emailed them and received this reply, Your Plan Number: XXXXXXXXXXXX Dear ******, Your receipt has been successfully submitted! Thanks again for being such an awesome customer. Sincerely, The SquareTrade Team 5-14-15, Dear ******, Thank you for contacting SquareTrade. If you have any more questions, please feel free to reply to this email. Otherwise you can also visit squaretrade.com/help. Thank you, ****** SquareTrade Care Specialist re: Ticket XXXXXXXXXX 5-19-15, Claim Number XXXXXXXXXXXX,Dear ******, Thank you for contacting SquareTrade. A claims specialist will be looking into your claim as soon as possible. So what happens next? We'll contact you within 1-2 business days with information on what to do next. If you don't hear from us by then, just give us a call at 1-877-WARRANTY (XXX-XXXX). Sincerely,The SquareTrade Team 7-13-15, Hello ******,The SquareTrade Assurance Team has noticed that you have purchased an item with a pre-existing condition. Unfortunately, items with pre-existing conditions or issues within our SquareTrade warranty exclusionary period are considered ineligible items and we are unable to honor your claim or warranty. As of now, we have cancelled your warranty and started to process you a full refund which will go back to your original payment method in 3-5 business days or less. In addition, any applicable claim deductibles we will be refunded accordingly.If you have any questions or concerns, please contact us back at X-XXX-XXX-XXXX.Regards, *** The SquareTrade Assurance Team 7-13-15, Questions? Email or contact us at 1-877-WARRANTY Cancellation Confirmation Dear ******, We've received your request, and the protection plan covering your Phones & PDAs - Apple has been cancelled. The refund request has been submitted for $31.97. PayPal Refunds Refunds for protection plans bought within the last two years are typically processed within 24 hours. Refunds for plans bought more than two years ago are usually processed within one business week. Credit Card Refunds.If the term of your warranty was paid in full, a refund request has been submitted for $31.97. Thanks again for protecting with SquareTrade. Sincerely, The SquareTrade Warranty Team 7-13-15,SquareTrade,just sent you a refund Jul 13,2015 10:50:51 PDT Receipt No: XXXX-XXXX-XXXX-XXXX.Dear ****** *******, SquareTrade, just sent you a full refund of $31.97 USD for your purchase. If you have any questions about this refund, please contact SquareTrade. My solution, I was told 7-13,that I could not get a refund after I submitted the $145 repair receipt. They just cancelled my plan and refunded the plan money only and not the $145. I got the emails for proof.

        Desired Settlement: I would like Square Trade to refund me the repair bill since they gave me the ok to get it repaired and informed me after the fact that they could not give me a refund. $145 repair cost, I still have a copy of the receipt and all the emails with the corresponded.

        Business Response: Initial Business Response /* (1000, 5, 2015/08/24) */ We are sorry the consumer had an issue with their phone. The purchase receipt clearly states that the phone was "blacklisted". This is a condition where the carrier does not allow the phone to be connected to their network. This is also a condition that would invalidate the warranty. The consumer states in their complaint that they informed them that, "The motherboard is going bad" by the shop, which indicates there was not completed repair. If the warranty was valid we still would not reimburse a consumer for diagnostics that does not result in a repair. The consumer did call to let us know that the phone was sent back to the seller and no longer in their possession. The email that states that "Your receipt has been successfully submitted!" refers to the purchase receipt of the item. The consumer attached the receipt from the shop to the purchase confirmation receipt. The specialist that told the customer to have it repaired at a local shop was indicating to the consumer one of the options available for repair. No claim was ever approved to have the phone repaired. We did refund the customer what they paid for the warranty as it is no longer valid. Our Assurance Team has emailed the customer regarding this issue. That department can assist with any concerns. The consumer needs only to reply back to that email that was sent to them. Initial Consumer Rebuttal /* (3000, 7, 2015/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I first contacted the company regarding the phone having a problem. The representative ask me to give him the imei #. After I did, He never informed me that the phone was on the blacklist and that's void the warranty. A day latter, someone from the company told me to go have have the phone repair and they will reimburse the cost. So, I did and after I picked up the phone. Never did they tell me about the blacklist. They told me to submit them the receipt for the repair shop. I did. After I submitted the receipt, that's when I heard from them regarding the blacklist. At that point, that's when they told me they were going to refund me the warranty price; instead of the repair receipt. Furthermore, the company inform me that I needed to called eBay to have them to open a case against the seller to obtain a refund of the phone purchase. On the date of the purchase, the phone receipt from eBay does say blacklisted, but I have the option to obtain a warrant thought SquareTrade and I did. When I gave Square trade the imei #, they failed to inform me that the phone is blacklist but wanted to keep the phone under the warranty. Facts 1. When I first called, I gave SquareTrade the imei #, proof of the purchase from eBay and the purchase of the warranty too wish say blacklisted 2. I was never informed that the warranty will not cover the phone because of the blacklisted 3. The phone was working okay until after 60 days and more have passed **** the purchased date. 4. When a representative called me back, I was told to have the phone repair after I gave them all the information they asked for( name, address, email address, phone number,etc). 5. Again, they asked me for the imei # and the proof of the repair bill, but never informed about the blacklisted until after I submitted the $145 Receipt. 6. I still have all the emails from SquareTrade (I can submit as proof), never did they email saying it blacklisted until the end. I rejected it because I was told to have it repair when they have a copy saying blacklisted phone but I lost $145. When I submitted the $145 receipt, they did not tell me again about the blacklist but told me I could have it credit on my paypal account. Final Business Response /* (4000, 15, 2015/09/03) */ According to our records an email was sent to the consumer on 7/13. We are having the assurance team send the consumer another email so they will have the contact information to have their questions answered. Final Consumer Response /* (4200, 17, 2015/09/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) This BBB case was opened on 8-21-15, and anything that Square Trade has emailed me before I filed this case is not helping me to resolve this matter. I have already follow those step and it has ended me to a dead end with Square Trade. I need a refund for the repair receipt I have submitted for $145, but will settle this matter for $100.

        9/17/2015 Problems with Product/Service | Read Complaint Details
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        Complaint: I was told I would receive a check for my covered cell phone within 7-10 days and it has been 20 days. I have not been able to get this resolved. I sent my destroyed cell phone in to Squaretrade as directed by them. The phone was received on August 11, 2015 and I was told that within 7-10 I would receive a check by Fed Ex. It has now been 20 business days since my phone was received and over 25 business days since the claim was filed. I have called Squaretrade on a daily basis and was told that the warehouse where my phone is would get emailed and I would receive a copy of that email, I never received an email. I was told another day a supervisor would call me, that also never happened. Every time I call I'm given the same speech almost verbatim from the representative. I have not been able to get any resolution and there is literally no one to really talk to that can help me. In my opinion there service is a scam and they have no real intentions to cover the warranty on my phone which I have paid for.

        Desired Settlement: The resolution I am seeking is that they honor the warranty I have paid for and am still paying. I was told I would receive a check in the amount of $442.00. I wish to receive that check in that amount.

        Business Response: Initial Business Response /* (1000, 5, 2015/09/14) */ We are sorry the consumer had delays with their payment. We do not know why the check was not received when the claim was initially processed. Our records show that it was processed properly. Our records also show that the check was never cashed so we resent the check by another means. The consumer did receive that check. Due to the poor service we have refunded the consumer the deductible they paid and what they have paid for the warranty up to this point. We have contacted the consumer and they are aware of the additional payouts. Initial Consumer Rebuttal /* (2000, 7, 2015/09/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) A manager from Square Trade contacted me and apologized for the poor service. He also refunded my premium payments and deductible, which I feel is fair compensation for the poor service I received.

        9/17/2015 Problems with Product/Service | Read Complaint Details
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        Complaint: They promised to send a check to pay off warranty. Never did Bought warranty from square trade. Mailed in broken phone 2 months ago. They sent me email saying they were sending me a check for $500. It has never arrived. I have tried to call them. When I called them I get a huge run around. When you try to enter a phone number in their automated call back it deliberately types in a wrong number over and over until it eventually hangs up on you

        Desired Settlement: I want my check or a new phone

        Business Response: Initial Business Response /* (1000, 5, 2015/09/16) */ We are sorry the consumer had issues with receiving their reimbursement. We do not know why the payment was delayed. Everything was processed correctly. Once we found that the check was not sent we processed a check to be shipped overnight. According to the tracking number the check was delivered on September 15. We are addressing the issue with extensions not being able to be called once the consumer calls into our number. We have opened a trouble ticket with our IT department. Because of the inconvenience the consumer experienced in this claim we are going to offer a refund to the consumer for the deductible paid at the time the claim was filed. We have contacted the consumer to make them aware of what we intend to do. Initial Consumer Rebuttal /* (2000, 7, 2015/09/17) */ (The consumer indicated he/she ACCEPTED the response from the business.)

        9/16/2015 Problems with Product/Service | Read Complaint Details
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        Complaint: Customer Service agents are not accountable, their depot is uncooperative, and they denied me a callback when I requested one from their supervisor. I sent my laptop to SquareTrade in the middle of August. Their warranty guarantees that my product will be returned back to me within 5 business days which they have now had it for 12 business days(15 come Monday) and every time I call the customer service agent I get tells me the same story "the depot ordered the part and just received it today". According to SquareTrade, they have ordered/received the part on 3 separate dates. This is not the first time I have had an issue with their service depot. Two years ago they fixed a screen for me, did not clamp it down properly, and the hinges were loose. I do not know what is worse, their company's lack of compassion *** their clients, the fact that I am forced to follow-up with every day because I am promised my laptop will be sent out but given an excuse as to why it was not, or the fact that I am unable to enjoy the product I trusted them with. I have requested a callback from their supervisors twice now and was told it will take up to 12 hours and then I call to ask why I did not get one and I was told by Lisa at extension ****, that they decided I did not need a callback. I am tired of calling and asking for a resolution only to be pushed off to the side by their under trained and under qualified agents who by no fault of their own cannot seem to assist me.

        Desired Settlement: I would like a refund and a written apology for the trouble I have had to go through. I missed the opportunity to secure a job that I applied for because I did not have access to a computer at the time it became available.

        Business Response: Final Consumer Response /* (2000, 6, 2015/09/16) */ I spoke with ***** yesterday and we were able to resolve the situation and I received a full refund.

        9/16/2015 Billing/Collection Issues | Read Complaint Details
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        Complaint: I filed I claim for a broken phone on Aug X XXXX and they have not called me back or have resolved my claim. I have e-mailed receipt . I filed a claim with them back three months ago about a phone that the navigation did not work on the phone they then sent me a phone two weeks late I returned to old phone through the us postal service. I then dropped that phone on Aug X XXXX and broke the screen so I called and made another claim. They then stated to me that they could not find the old phone that I had returned to then three months ago. they told me that they would track down the phone and call me back I never received a phone call back so I had to call them back. I have call them back many times and they still have not resolved the matter. I have e-mailed them receipt on Aug 17 and done everything on my side that I can do.

        Desired Settlement: I would like for them to find my old phone and replace my broken phone in a timely matter. not three weeks later. way to long to relace someones phone.

        Business Response: Initial Business Response /* (1000, 5, 2015/08/31) */ We are sorry the consumer had issues with their replacement device. We are unable to process replacement phones unless the broken phone is returned with the shipping labels provided. The consumer did not receive a shipping label with their replacement phone and wanted to have the bad phone sent back. They did so without using any label provided by SquareTrade. We have no record of the phone being received as our systems tracks items sent back to us by the tracking number of the shipping label we provided. Also the consumer sent the phone back with no tracking so we have not been able to track the phone's location. The consumer should have requested a new shipping label from SquareTrade. Due to the poor response the consumer experienced and SquareTrade's lack of response we are paying out the consumer as they could no longer wait and purchased a replacement phone.

        9/15/2015 Problems with Product/Service | Read Complaint Details
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        Complaint: Filed 2 separate cellphone claims received 3 lost or stole phones,unable to activate. Still don't have a phone or the payment to get another to date. Filed an Iphone 6 cellphone claim 8/31/15 received a replacement 9/2/15 unfortunately phone was reported lost/stolen via Sprint & was unable to be activated. On 9/3/15 received another phone that was reported lost/stolen and was also unable to be activated. Was told to send all the phones back(including our broken Iphone)and they would give us retail price $649.99 & I would receive that on Saturday via paypal . So that I would not have to go threw the holiday w/out a phone as I had complained. In between all this on 9/2/15 a separate claim was filed different Iphone and when received this phone 9/4/15 GUESS WHAT... it to was reported lost/stolen and unable to be activated!!!! Now we been without phones for over a week, my freshman in college has to email me, I have been lied to several times, and had to subdue this holiday weekend traveling without phones!!! I have been pricing the Iphones and they cost $649.99 before tax which mean I have to pay the taxes on both phones as well as the $65 deductible per phoneI have already paid. I have several claim numbers #XXXXXXXXXXXX #XXXXXXXXXXXX #XXXXXXXXXXXX

        Desired Settlement: I am seeking the replacement cost of the phones and the tax. The Iphone 6 is $649.99 retail with 6% sales tax= 688.98 per phone. I need this resolves ASAP for wee are without phones

        Business Response: Final Consumer Response /* (2000, 6, 2015/09/15) */ the company has resolved this issue Sept 10, 2015

        9/14/2015 Problems with Product/Service | Read Complaint Details
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        Complaint: Gave me run around with repairing my washing machine even though I filed the claim while still under their extended warranty and now it's expired. A 5 year extended warranty was purchased on 05/09/2010 for a matching LG washer and dryer set. The extended warranty was purchased online the same week the set was purchased from sears. During that registration period it was required to send in a copy of the receipt through email or fax to squaretrade. I never received any contact from squaretrade that the receipt was not received or that they were cancelling my coverage because of lack of receipt. Everything was fine for 4.5 years until I contacted them about a issue with the washer. It was a lot louder than usual and would not spin as fast as it used to during the spin cycle. I researched this online and it appears to be a common issue with front load washers. I contacted them over the phone at their support line at which point I was transferred to an appliance specialist. He stated that unless a copy of the receipt was sent in that he would not be able to do anything because they would not know how much coverage they could provide. Which I told them was ridiculous because I just wanted it repaired and their warranties are priced based on price ranges of the item, so I told them they could use the bottom limit of the warranty purchased as an estimate. After not being able to get a replacement from I called squaretrade back and asked for a supervisor they said one was not available but that one would call me back after reviewing the case. I waited a week with no contact. Finally called them back and was finally able to get a hold of a supervisor, nobody had reviewed the case as no notes were noted on my account. I was then told by this supervisor that he would contact me the next day to see what he could do. Another 5 days passed **** no email or phone call. I called back and was able to talk to another supervisor and said nothing was noted again but that he would correct the issue and that I would receive an email a few days later stating it was corrected. I received an e-mail on May 7th that stated that my receipt had been received successfully for Plan Number: XXXXXXXXXXXX. I then contacted them to schedule a repair and they told me that someone would contact me to schedule a repair time. Of course no call back ever received even after multiple call backs.

        Desired Settlement: A replacement because who knows how much extra damage was done to the machine since they did not want to repair it as soon as I reported the issue and now it doesn't work at all.

        Business Response: Initial Business Response /* (1000, 5, 2015/08/27) */ We are sorry the consumer had issues with their device. The claim was not processed as we were waiting for the purchase receipt to be received. We are unable to process claims without the purchase receipt because we need to have documentation to confirm the price, date of purchase and what device was purchased. We did make an exception in this case and once we updated the account to show that we would make the exception the system informed the consumer (erroneously) that the receipt was received. For reasons unknown to us our attempts to contact the consumer failed. Due to not having any response the claim was not processed. We will not attempt a repair at this point but will payout the consumer the warranty value of the washer. We have contacted the consumer to let them know we have approved and are processing the claim.

        9/14/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: SquareTrade did not honor their own warranty for the accidental damage insurance and ended up dropping the claim I had opened with their support BE aware of the fraud!! SquareTrade did not honor their own warranty for the accidental damage insurance and ended up dropping the claim I had opened with their support. I had purchased a office chair ($300) with the Square Trade warranty($30) from Staples about a month ago. They denied all their insurance criteria and closed my case without providing any resolution. Now I'm stuck with the broken chair that I spent $300 on.

        Desired Settlement: I'd like SquareTrade to honor their insurance policy. They can either send me the same replacement chair or efund me the money of the office chair.

        Business Response: Initial Business Response /* (1000, 5, 2015/08/27) */ We are sorry the consumer had issues with their chair. The database showed that there was a 6 day waiting period. This is an automatic waiting period for the consumers that purchase their product online to allow for shipping. This is a usually a convenience for the consumer as the warranty does not start until after the consumer has received the product. On the actual warranty there is a one day waiting period. The consumer filed the claim in our online system and it automatically denied the claim, but did file it after the actual waiting period. We will take the claim. We have contacted the consumer to let them know we will process the claim.

        9/14/2015 Problems with Product/Service | Read Complaint Details
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        Complaint: Called to have my phone fixed via the warranty I purchased. They were out of my phone and have been lying to me for 4 weeks now, still not resolved. Purchased a warranty plan for my black Galaxy S5. Filed a claim for a damaged screen on Friday, July 17th 2015. System said my replacement would be to me by Tuesday, July 21. Called in on July 22nd because I still did not receive a phone. Was told there was a glitch and I would have it by the 23rd. No phone on the 23rd so I called in and was told it was because my phone was out of stock. Was told I could take a white one and have it by the 24th or I could wait for them to get my black so I opted for the white. Did not recieve the phone as told so I went out and purchased a phone. Called in 7/24 and told them I had already purchased a phone on my own from a store out of contract and wanted to be reimbursed for the inconvenience. Was told by a supervisor that they would honor it. Was promised repeatedly that my reimbursement was on its way and I still have not received it. I finally received an email today, 8/11 stating they were not going to honor my claim because the phone had cosmetic damage. Still waiting for a supervisor to call and explain in detail what the damages are and asked for photos proving.

        Desired Settlement: I want to be reimbursed for the cell phone I had to purchase out of contract as they promised.

        Business Response: Initial Business Response /* (1000, 5, 2015/08/18) */ We are sorry the consumer had issues with their device. The system that processes replacement phones was having numerous problems which caused the initial delays. The email that was sent stating that we would not honor the claim was incorrect. The issue was that when the item was audited at our depot there was minor damage that was not reported to us at the time of the claim. This generated the email, but we had already committed to the consumer that we would pay them. The consumer's Paypal account was credited on 8/12. Initial Consumer Rebuttal /* (3000, 7, 2015/08/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) There are many details left out of their response, mainly the fact hey could not initially honor the claim because they did not have phones available. This goes beyond system glitches and other excuses. Why offer a service that cannot be met? We were continually lied to throughout the process by multiple reps and supervisors. There were periods where we would go a week without any communication from this company about the status of our claim. I asked repeatedly for a supervisor to call and discuss my case since there was never one available when I called in, but I still have not received a call to this day. I am still waiting for photos of the "damage" that was not reported to them at the time of the claim but no one can seem to provide any evidence of the damage. Plus last I checked, this was an insurance company that covered damage to cell phones correct? Why would that affect me getting my replacement phone? I took pictures of the phone before I sent it back to them for this very reason. Square Trade is an extremely shady company and I do not trust them anymore. They send multiple emails that do not have updates, contact numbers, or next steps to be taken. I do not accept the response because I have multiple warranties with them and am still waiting to have them reimbursed as they said they would. Final Business Response /* (4000, 9, 2015/08/31) */ We are sorry the consumer had issues with their claim. We do offer overnight replacement phones but there are times when we cannot offer these phones due to our inventory. The damage claim, as was mentioned before, did not affect the claim as the warranty covers damage anyway. We are waiting for the consumer to replay to our phone messages and email so that we can process the refunds they want.

        9/14/2015 Billing/Collection Issues
        9/11/2015 Problems with Product/Service | Read Complaint Details
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        Additional Notes

        Complaint: Did not received the o