Complaints

This profile includes complaints for Allstate Protection Plans's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Allstate Protection Plans

  2000 Sierra Point Pkwy Ste 300 Brisbane, CA 94005-1857

  
• 

  Squaretrade Go Iphone Repair

  6400 Five Points Rd Indianapolis, IN 46237

• 

  Allstate Protection Plans

  1955 Wehrle Dr Ste B Williamsville, NY 14221-8453

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought an Allstate protection plan for my tv. My tv went out due to electrical issues that are covered by the protection plan. The ** rep asked if the tv was plugged into the wall at the time it failed and I responded yes (how else does a tv receive power). The ** rep had a thick accent and I could barely understand him. He said my claim was denied because it was plugged in. He asked me to clarify and I told him that the tv was indeed plugged in and I explained to him that it was plugged into a 5 outlet surge protector which was plugged into the wall at the time of the electrical malfunction. I was later told my claim was denied because it was not plugged into a surge protector. I even sent a picture of how the tv was plugged in. Allstate is looking for a reason to deny my valid claim and only offered to return the cost of the protection plan, citing they do not cover power surge failures in which they EMPHATICALLY claim when the protection plan is purchased. I need a replacement tv due to the electrical malfunction, not a refund on the protection plan.

  

  Business Response

  Date: 06/23/2023

  We apologize for any dissatisfaction with the consumers recent claim experience.

  
  SquareTrade offers coverage for  wide variety of electrical and mechanical issues and, when the accidental plan is purchased, physical damage. However, our Terms & Conditions state that we only cover operational failure resulting from a power surge if the item is connected to a surge protector. This was not the case with the consumers claim

  
  In this case, one of our specialists spoke with the consumer and came to an amicable resolution for their claim.

  Customer Answer

  Date: 06/26/2023

   
  Complaint: 20203391
  
  I am rejecting this response because:
  
  I received a call from the business saying they would replace my television and I would be sent a confirmation email within 15 minutes. It has been almost a week and I still have not received said email. I have also not received an email regarding next steps to choose the replacement television. I have contacted their office twice and told both times I would receive an email within 24 hours, yet I have still not received an email confirmation. 
  
  I do not want to close this out and I have nothing in writing regarding this matter. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/28/2023

  We apologize for any dissatisfaction with the consumer's recent claim experience.

  SquareTrade offers a variety of resolution options for our consumers to ensure we meet their service needs. Our goal is to provide our consumers with coverage throughout the life of the protection plan. Our resolution options are based on several factors, such as the type of item, the issue at hand and the items price. All these variables are taken into consideration when determining the most appropriate solution for our consumers. We are sorry to hear the customer was dissatisfied in this case.

  In this case, one of our specialists spoke with the consumer and came to an amicable resolution for their claim.

  Customer Answer

  Date: 06/28/2023

  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,
  
  *************************

• Initial Complaint

  Date:06/16/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In November of 2020 we purchased almost $7,000 worth of appliances from ***********************************. On their recommendation we also paid for over $700 worth of extended warranties for the new appliances. In May of 2023 our dishwasher stopped functioning properly and we called Allstate/Square Trade for service. They refused to use our trusted repair company but referred us to 2 companies we had never heard of. The first tech came to our home & stated that the repair was too complicated and said his company wouldn't even make an attempt. After a lot of arguing with Allstate reps, they finally reimbursed us for the dishwasher purchase price. BUT they also cancelled all of our other appliance coverages. I called to make sure our warranties were still in effect and now they mysteriously can't find any record of other coverage. I have repeatedly sent them proof of the other purchases and a warranty receipt and number, but they claim the proof is not valid. I give up. They have given me the runaround for days, and now have stopped responding to my inquiries. We have been cheated out of our warranty purchases, apparently due to refunding the purchase price of one appliance.

  

  Business Response

  Date: 06/20/2023

  We apologize for any dissatisfaction with the consumers experience.

  SquareTrade does our best to provide a smooth claim experience and eliminate any issues that can cause a delay since we strive to provide an expeditious and hassle-free service, especially when our online portal is utilized. However, there are necessary actions consumers must take to help **, such as submitting proof of purchase. We require receipts to verify essential details that affect the protection plan, such as the item's price, date of purchase, and serial numbers (if applicable).

   We reached out directly to the consumer to discuss the situation and provide further assistance.

  Customer Answer

  Date: 06/20/2023

   
  Complaint: 20198259
  
  I am rejecting this response because: the responding rep maintains that I did not provide enough documentation of my purchase of appliances and warranties. I have repeatedly provided every piece of proof that I have, including copies of the invoice, serial numbers, receipts for the appliances and a receipt for the purchase of the warranties. Today I spoke with the rep who finally agreed that my documentation was acceptable and she then said that all of my appliances are, in fact, under warranty. However when I logged into my account later in the day, it only shows one appliance under warranty, with no record of any of the others. I don't know what it's going to take to straighten this out. I have requested written verification that ALL of my appliances are under warranty, but of course, the company is "paperless" so that isn't going to happen. It has taken 10 days and unending on-line conversations and phone calls, yet I have not made any real progress. It seems that their goal is to wear me down to the point that I give up. 
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 06/22/2023

  We apologize for any dissatisfaction with the consumers experience.
  
  SquareTrade does our best to provide a smooth claim experience and eliminate any issues that can cause a delay since we strive to provide an expeditious and hassle-free service, especially when our online portal is utilized. However, there are necessary actions consumers must take to help **, such as submitting proof of purchase. We require receipts to verify essential details that affect the protection plan, such as the item's price, date of purchase, and serial numbers (if applicable).
  
  We reached out directly to the consumer to discuss the situation and provide further assistance.

  Customer Answer

  Date: 06/22/2023

  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. It took much too long to resolve (10 days filled with emails, phone calls and anguish) but at least it's over and I believe that all of my appliances are covered by individual extended warranties. I'm glad that the BBB was there to help me!
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:06/16/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We filed a claim earlier this year for our avalon water cooler we bought from ***** club because it was leaking coolant into the dispenser somehow. Keep in mind we are continuing to use our water cooler, not realizing that there was an issue. We initially contacted **** who then told us to contact squaretrade .. who then told us to contact ***'s club again.. Then we finally ended with squaretrade. We filed a claim(ID#************* because we were covered by the insurance package(plan#***************). We were sent instructions to send back our water cooler and took it to ***** so they could print out the label and have it shipped back to **** club(RMA#**********).The MAJOR issue is we were NEVER refunded our money for the water cooler purchase which was close to $160, but were only refunded the amount we paid for our insurance package, which was like $30.. We called to find out about when we would be refunded the money for the cooler and were told by the rep that it would be in a couple weeks. We waited a few weeks later and still have not been refunded our money for cooler. We called today to find out what was going on and was told that because our insurance package covering the water cooler was already refunded that we wouldn't be refunded our money for cooler because it wasn't covered anymore. This is UNACCEPTABLE and is a crooked way to cheat people out of their refunds.

  

  Business Response

  Date: 06/19/2023

  We apologize for any dissatisfaction with the consumers recent claim experience.

  SquareTrade protection plans are extended warranties designed to provide peace of mind by protecting against mechanical and electrical failures when the manufacturer's warranty has expired or the manufacturer cannot assist during their warranty period. In the event the manufacturer does not provide service, SquareTrade can reevaluate the case to see how we can take care of the consumer's issue.

  We reached out directly to the consumer to discuss the situation and provide further assistance.

  Customer Answer

  Date: 06/22/2023

  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,
  
  ***************************

• Initial Complaint

  Date:06/16/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased this protection plan as an add-on from my home warranty company American Home Shield. I started my claim for my ** online on 6/4 (Claim ID: *************. I was then instructed via email to call Allstates SquareTrade division to complete the claim. I called and was able to finalize the claim with them. They then sent me an email the next day on 6/5 with a different claim ID ************ and this email asked that I take 3 pictures of the ** showing the damage. I did this and sent pictures back the same day. I then got another email letting me know they received the pictures but that I needed to call again for more information. So I called on 6/5 and went over more information with the representative. On 6/6 I spoke with someone who told me my claim was approved and they then proceeded to ask me for the $75 deductible and said that needed to be paid to finalize my claim and get started on my replacement. Finally on 6/8, I received an email telling me my claim was approved and they even sent me the ** brand, model number and name. I replied back on 6/8 at 8:59 AM ET and never got a confirmation from them that they received it. I called them later that day on 3:24 PM ET just to confirm that they received it. I spoke to a representative who said that he saw my response and that I should receive a tracking number in 1-2 business days. I called on 6/14 at 8:59 AM ET after waiting because I still did not receive any type of tracking email. I called again on 6/15 at 1:54 PM ET and spoke with another representative. This time he asked the same exact thing and said that the replacement team was waiting on my response. I explained to him that they already have my response on 6/8. He checked the records and apologized, went to talk to the replacement team and said there was a mix up and from what I understood they were waiting for a response from me that they already received. I called again on 6/16 and they are escalating it again. Im not sure when I will get it.

  

  Business Response

  Date: 06/19/2023

  We apologize for any inconvenience faced throughout the consumer's TV claim.

  SquareTrade does our best to provide expeditious and hassle-free service to our consumers. Our goal is to provide a smooth claim experience and eliminate any issues that can cause a delay. We also do our best to ensure our specialists provide accurate and friendly service. TV replacements are delivered within **** business days after consumers respond to the email confirming that they accept the offer. While issues or delays may occur during the process, we aim to provide the support consumers need to complete the process.

   We reached out directly to the consumer to discuss the situation and provide further assistance.

  Customer Answer

  Date: 06/19/2023

  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,
  
  ***********************

• Initial Complaint

  Date:06/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a mouse on ***** I purchased an All-State protection plan for the mouse. 2 months later, the mouse stops working. I try to find my plan using the same **** email on squaretrade and it could not be found. I provided my order details and claim information over the phone and via email on May 25th (22 days ago).The email response was "We reaching out to you to let you know that we acknowledge your purchase of your Allstate warranty purchased through **** based on the proof of purchase you have provided. Due to system limitations the warranty isn't viewable in your account at this time.However, please know that we are working to resolve this issue as soon as possible. We apologize for the inconvenience. Please allow us some more time for resolution"I was notified during my phone call that day, that it would take 2 business days for a response. After no response for nearly 2 weeks I contacted back on June 5th. And the members of the company seemed to indicate that they could not find my policy which I had already purchased in March and then confirmed in May. They said that I should send my information in once again and then in 2 more business days they would reach back out to me. So I sent the information in again about my mouse and about my policy I waited another 6 days, contacted again and they couldn't find it again and asked me for my information again. This company is evading their insurance policy which I paid good money for and they refused to honor it or even acknowledge over the phone that I really made it even though they'll say via email that they acknowledge that I made it. This is being contradictory to the point of being illegal. I demand that my policy be acknowledged and that I be compensated for my mouse that broke. Multiple phone agents and supervisors have told me that they've escalated the issue and that it would take two business days for a response but yet again it has been 4 business days since my last contact.

  

  Business Response

  Date: 06/20/2023

  We apologize for any inconvenience faced throughout the consumer's claim.

  SquareTrade does our best to provide expeditious and hassle-free service to our consumers. In some cases, pre-registration is taken care of if the consumer has a membership with a store and an account can be located using the requested credentials. If we cannot locate the plan, we might request the consumer's proof of purchase to recreate the protection plan. While issues or delays may occur during the process, our goal is to ensure we take care of this step in a timely manner. We are sorry this did not occur in the consumer's case. At this time, our team is working to create our consumer's account and be able to proceed with their claim.

  One of our specialists has reached out directly to the consumer to discuss the situation and provide further assistance.

• Initial Complaint

  Date:06/15/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a mobile phone protection plan with AllState Protection Plans. In order to approve the claim (claim # ************), they want the old device returned but the device was damaged to the point of being a fire hazard (the lithium-ion battery was ruptured). The phone was immediately disposed of at an electronics recycler. Retaining the phone in this case was not possible.I am seeking reimbursement of $370.59, which is the cost of a replacement phone ($519.59) minus the deductible ($149).

  

  Business Response

  Date: 06/17/2023

  We apologize for any inconvenience faced throughout the consumer's claim.
  

  SquareTrade does our best to provide a seamless experience and anticipate our consumers' needs by providing customized service. We offer a variety of resolutions to resolve our consumers' claims for their item issues. For our mail-in repair resolution, we send to the consumer a prepaid shipping label, and they are not required to pay any additional fees for this service. Our local repair resolution allows to the consumer to locate a repair shop within their area for quick and easy service without having to mail in their device. Both options allow to the consumer to keep their original item and potentially preserve their warranty in the event another issue arises. If the consumer has any difficulty following through with either resolution, SquareTrade can reevaluate the case and provide additional assistance.

  
  In this case, we spoke with the consumer and came to an amicable resolution for their claim.

  Customer Answer

  Date: 06/19/2023

  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.

  AllState has offered a reimbursement of $410.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted a claim for a stained TV stand over a month ago and have been waiting for square trade to reimburse me . First my gift card was not sent and then when it finally was emailed to me the card had no money on it. I had to reach out multiple times to finally get one reissued and was told it would be one business day. This was on June 6 2023. Every single day I check my inbox and spam and nothing. I keep calling and chatting on the online platform and told it would be in a day or two. This is unacceptable especially when I had initially requested a check refund since a gift card had not been generated at that point and was told it was not possible even though I did receive a check in the past for another purchase.

  

  Business Response

  Date: 06/16/2023

  We apologize for any inconvenience faced throughout the consumer's claim.

  SquareTrade does our best to provide our consumers with efficient and effective resolutions since our goal is to eliminate any issues that can cause a delay. Our gift cards are processed electronically within one business day to ensure the consumer receives payment quickly. If any issues arise, we aim to ensure consumers have the support they need to resolve them.

  At this time, we've reached out to the consumer to assist further.

• Initial Complaint

  Date:06/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a warranty and the claim was approved a check was mailed out however it was stale. I spoke with a representative who stated a check will be made out within 7 to 10 business days. I would like my refund that I am entitled too in the amount of ******. The policy number was Plan#: ***************.

  

  Business Response

  Date: 06/16/2023

  We apologize for any dissatisfaction with the consumers recent claim experience.

  SquareTrade does our best to provide a smooth claim experience and eliminate any issues that can cause a delay since we strive to provide an expeditious and hassle-free service. Our goal is to be swift and efficient when carrying out claim resolutions. In this case, there was an error with our check distribution, which is now fixed. We apologize for any frustration caused by this.

  We reached out directly to the consumer to discuss the situation and provide further assistance.

• Initial Complaint

  Date:06/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm a professional videographer and own ******************* Productions LLC in *******, **. When I first purchased one ********* S1H camera from ********* on Dec. 27, 2020 for $6,195.98, and it worked for a period of time. Then I purchased another ********* S1H camera on March 15, 2022, that I purchased for $3,497.99, that worked for a period of time. But after some months went by, every time I put the camera in 10 bit, it would immediately stop recording. It happened to me while I was recording video for a very big client, an insurance company. It ruined my project for them, and cost me repeat business. I turned in both of the cameras to be fixed by Squaretrade, and they supposedly fixed the cameras. They sent them back to me and they still weren't working corrrectly, so at that point I asked for a full reimbursement of the camera. They promised me that reimbursement once I turned in both cameras, one check for $6,195.98, and one check for $3,497.99. I turned both of the cameras via ***** on May 15, 2023. They issued me the reimbursement for one camera, but not the other camera. I have called and called and emailed and emailed. Every time I call, they say they will send me the check in 6 business days. The last time I received an email was on May 26, 2023, saying they had issued and sent the check and it would be here in 6 business days. Every time I wait, and it doesn't come. It's June 13, 2023 now, and the check for the one ********* S1H camera for $3,497.99 still hasn't come. They sent me an email today stating it would be one business day to process the check and I will receive it in 6 business days, but at this point, I don't believe them. I am reporting them to warn other consumers about buying Squaretrade warranties. They don't honor their word.

  

  Business Response

  Date: 06/15/2023

  We apologize for any inconvenience and dissatisfaction faced throughout the consumer's claim.

  SquareTrade strives to provide effective and time-efficient resolutions to our consumers' issues with their items. For reimbursement claims, consumers may need to mail their defective item to our repair facility with a provided prepaid shipping label. In the event that more than one item is being shipped, it is important to note that a shipping label is sent for each claim. Once this is received, we aim to process the payment as quickly as possible.

  We are sorry this has been the consumer's experience. At this time, we reached out directly to the consumer to discuss the situation and provide further assistance.

• Initial Complaint

  Date:06/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase a tv about two yrs with the extened warranty which is alltstate protection plan for ***** from ******** I have purchase plenty of the extendend warranties from ******* thinking it wasn't a problem. I have a 55 inch tv which that the pic is going in and out with a white screen. I filed a claim like it said and to find out that they won't cover the damage which I was thinking when I bought the extended warranty that it would cover after the orginal warranty is out that anything that is going on the warranty will kick in . They said they don't cover accidental damages.Im confuse why would you offer or advertise to buy extended warranty and there not doing none of thee above. I spoke with one of the respresentive twice to make sure I read it right.I did what they ask me to do was to take pic of the tv. I feel there falsely advertising something that they can't gauarentee. I would love my tv to be replace like there advertsiing at ******* even ******* referered me back to them because they said they do accidental damage in the claim. The tv wasn't droped I guess when my daugther was moving the tv screen got damage in the middle alittle.I thought I was doing a good thing by buying this warrantyto find out they said there not going to replace my tv. That's not fair to customers. SO they hurried up when I said I was calling better buisness beaureu they canceled my warranty. I would like for them to replace my tv or refund my my hole amount or fix the tv.

  

  Business Response

  Date: 06/14/2023

  We apologize for any dissatisfaction with the consumers experience.

  SquareTrade offers two types of plans: Standard and Accidental. Our Standard plan covers mechanical and electrical malfunctions, while the Accidental plan includes accidental drops or liquid contact. In this case, the item was covered under our Standard Protection plan, which does not protect against physical damage. While SquareTrade does our best to assist all of our consumers, we can only approve claims within the specifications of the coverage purchased.

  In this case, one of our specialists spoke with the consumer and came to an amicable resolution for their claim.