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:08/16/2022

  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.

  Protection plan:532459860706513 Claim no:067051123133 Trade square asked me to take my damaged phone to their repairer which I did,and paid for deposit after about a week the repairer called me to informed me that the damaged is unrepairable and he sent an email to trade square stating the reasons why the phone could not be repair, I forward the email to trade square and up till date,they haven't resolve my claim, going to almost three week that I filed for claim,I haven't get help from trade square , to my surprise the trade square is still billing me on the plan with the damaged phone thats not usage again.NB: Attached is the email sent to informed the Trade Square that the phone is unrepairable which I believe that should have settled my claim.

  

  Business Response

  Date: 08/17/2022

  We apologize for any inconvenience with the consumer's recent claim experience.
  
  SquareTrade does our best to make the claim process as hassle-free as possible. We strive to eliminate any issues that can delay the process before it affects our consumers.We are sorry to hear that this has not been the consumer's experience, and we would like to provide further assistance.
  
  At this time, we have reached out to the consumer to further assist.

  Customer Answer

  Date: 08/17/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response is satisfactory to me though am still eagerly waiting for the final resolution to my claim.
  
  Sincerely,
  
  Oluwanishola *******

• Initial Complaint

  Date:08/12/2022

  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 purchased a Family Protection Plan on 1/10/2021 on the Squaretrade/Allstate Website. The plan was to cover 4 phones and was $***** a month. Each month since then, I have been billed and paid ***** on my credit card. On 11/22/2021, I had a cracked camera and wanted to use the warranty plan. I tried logging in using my email and found it did not work. I contacted support via email (Support ticket **********) and eventually they discovered I had purchased the plan with the wrong email. The email was purchased with the email ************************** I have no access to that email. My email is *************************** Support told me to call and they would switch the email. I did that and was told to call someone else who told me to call someone else. Then I was asked to email my receipt for the phones, and take photos of the phones. I did all that and just got another email asking for a receipt and more photos. I have never been able to access the service and I am still getting billed. I asked for a refund and have received no response. I would like a refund of all payments made under this plan.

  

  Business Response

  Date: 08/15/2022

  We apologize for any dissatisfaction with the consumers experience. 
  
  SquareTrade does our best to eliminate any issues that might affect our consumers. When a protection plan is purchased through one of our online partners, a warranty will typically generate in our system shortly afterward. That allows us to locate the protection plan with the consumer's account information and promptly cancel it if the consumer wishes to do so. However, there are times where additional information is required to locate it in the system. 
  
  At this time, one of our specialists has reached out to the consumer to further discuss this.
  
  

  JS

  Customer Answer

  Date: 08/19/2022

   
  Complaint: 17709352
  
  I am rejecting this response because: I was contacted by Squaretrade on the phone on Friday, 8/12/2022.  I spoke to an allstate rep who told me he understood the issue and should have it fixed today.  He checked the correspondence and found i had submitted the required documents.  It was not fixed.  I still cannot access my account.  On Monday, I received an email from ***** at Allstate Claim Review asking me to call the general phone tree again.  The issue is not fixed and Allstate has said they elevated it.  The person on Friday the 12 said he would monitor it and ensure it happened.  It still has not been fixed.  I all I need is for them to input my correct email address to **************************.  Or refund all of my money.  ***** a month since 1/10/2021.  20 months at ***** is $399.80
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/27/2022

  We again apologize for any inconvenience experienced so far. 
  
  The transfer of this consumer's warranty to the desired email has been completed. At this point a claim will be inputted for the consumer after they contact our support team. 

  Customer Answer

  Date: 08/31/2022

   
  Complaint: 17709352
  
  I am rejecting this response because:  Allstate has updated the email, but now my account shows I have no plans.  So I am still unable to use the service I have paid for the and continue to be billed for.  In addition another plan I had been able to see in my account is now gone.  Now I have no plans in my account under my email.  I have chatted and called several times, but I keep getting send to the bottom level support.  No one seems able to help me actually fix it.  I also tried calling the number on the BBB website for the complaint department and it is not a working number.  How can they have a good BBB rating when they don't even have the correct number on the site?  There are two responses that are acceptable

  1. Fix the system so I can access my protection plans

  2. Refund all money paid to Allstate for the family phone plan since 1/10/2021

  I am attaching my chat transcripts.  

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/10/2022

  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.

  We are very upset. We sent our laptop in for a warranty, because the back case was open. It should have been a simple repair to the case. The tech reinstalled the operating system and changed all the settings. Which they had no reason to do. To make matters worse, the laptop looked dropped and was dented on the corner, has a opening on the bottom corner where there is a gap and it is extremely rough. It was returned in worse condition then it was sent in. We called and were told to send it back with a new claim number and it would be repaired. Now we just received an email that it is cosmetic and not being fixed. This is unacceptable, since the technician did this damage and we are getting the laptop back in worse condition than we sent it in. We want this fixed. The technician listed as doing this was ********************* on 7/28.This is terrible customer service. We have photos of what we sent in and what we received back.

  

  Business Response

  Date: 08/13/2022

  We apologize for any dissatisfaction the consumer experienced getting their laptop repaired at our facility.

   

  SquareTrade uses certified technicians to complete all repairs and we perform extensive diagnostics to make sure the repairs are successful before returning back the equipment to our consumers. We offer a ********************************************************************************************* mechanic failures. Incase we do not find any problems with the unit, ********** back to our consumers via ****** just like in this case.

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

• Initial Complaint

  Date:08/09/2022

  Type:Sales and Advertising 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.

  On July 26th filed a claim as the vaccum purchased was smoking and emitting a burnt smell. Provide personal information (such as previous address *****************************************************************) as well as transaction information. Claim was approved and egift card was issued along with confirmation. On July 29th threw away item and went to use gift card on another vaccum when noticed issue with gift card and contacted customer service through online chat. Was told that there shouldn't be an issue and they could see the claim was approved and processed, should wait on an email. On August 1st received an email stating that proof of purchase was not submitted and pictures of myself with the item was needed. Replied on August 2cd that item was thrown away after claim was approved but provided screenshot of the digital transaction as well as email confirmations of the claimed being approved whiched stated that there was no need to send the damaged item and giftcard. On August 9th sent another email as there was no response. Received a response that said to call customer service. Contacted customer service and was told that the legal team had voided the gift card a couple days after the claim was approved and gift card because they needed a picture of myself with the item to prove that I had owned and purchased the item. When asked why the information sent previously which included the receipt was not acceptable and why was the gift card voided a couple days after it was approved the supervisor could only say that the legal team said they only needed pictures to prove that I had actually owned the item.

  

  Business Response

  Date: 08/10/2022

  We apologize for the delay the consumer may have faced in receiving their reimbursement.
  
  Squaretrade reimbursements typically process within 1 to 2 business days. Although, we have specific criteria that need to be met in order for the outcome to be provided, like proof of purchase, pictures of the item, and more information. This may be a similar case in processing the reimbursement for the consumer. We are awaiting information from the consumer and will update them with a solution accordingly. 
  
  

  Customer Answer

  Date: 08/10/2022

   
  Complaint: 17694819
  
  I am rejecting this response because:

  When the claim was filed on July 26th on the website all information that was requested on the website was provided. The claim was processed and approved and an egift card was emailed. It was after two weeks that I was informed in my third contact with customer service that the gift was voided. This was done without notification and days after the claim was approved. If more information like pictures was needed then it would have been required on the website, which it was not. The only information asked for was the receipt information, make, model and brand of the item. All required information was given at time of claim and after through online chat and email and phone. If the system had an error the proper response would have been to send an email with an apology and not void the gift card in secret with no notice.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 08/18/2022

  We are sorry for any delay in reimbursement.
  
  In this case additional verification is needed to complete the reimbursement process. What is needed to proceed has been provided to the consumer.
  
  We appreciate the feedback but we are limited to resolving this claim within the warranty contract.
  
  

  Customer Answer

  Date: 08/25/2022

   
  Complaint: 17694819
  
  I am rejecting this response because:

  Mu claim was already processed and approved. The information requested was given on the website as stated previously and is also verified by emails sent from the organization. It is clear that this business is not willing to make this right.

  I ask again, since my claim was approved,  processed and reimbursement was sent,  how is it after the fact that it was then rescinded and I was only made know that extra information not required on the website was needed after my complaint was issued? 

  Kindly review my last and first message as to why this new information cannot be provided.

   

  I repeat,  I would like an answer as to why my claim was approved and issued on the website,  with all required information; but days afterwards, with no communication was voided.

  
  Sincerely
  
  *********************************

• Initial Complaint

  Date:08/08/2022

  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.

  STARTED A WARRANTY CLAIM FOR A COMPUTER THAT WAS BOUGHT AT OFFICE DEPOT. THE WARRANTY WAS WITH THRU ALLSTATE/SQUARE TRADE. WARRANTY WAS STILL VALID WHEN COMPUTER STOPPED WORKING. I CALLED TO FILE CLAIM AND THEY GAVE ME 2 OPTIONS. SEND THEM THE COMPUTER OR TAKE IT AND SEE IF IT COULD BE FIXED BY REPUTABLE REPAIR FACILITY. THEY SAID THAT IF IT COULD NOT BE FIXED ALL I NEEDED TO DO WAS SUBMIT FROM GEEK SQUAD IN WRITING THAT IT COULD NOT BE AND TO SUBMIT DOCUMENTATION. DID SO AND NOW THEY WILL NOT HONOR WHAT THEY TOLD ME TO DO. HAVE TALKED TO 4 DIFFERENT SUPERVISORS IN DIFFERENT COUNTRIES AND THEY CANNOT EVEN GIVE ME A NUMBER FOR CORPORATE OR ANY ASSISTANCE WHATSOEVER.

  

  Business Response

  Date: 08/10/2022

  We apologize for dissatisfaction this consumer has experienced with their claim resolution.

   

  Squaretrade provides repair, replacement and reimbursement as our resolutions. Which are available depend on the item, the issues it is experiencing and various other factors. In this case the consumer was initially approved for a local repair, which we understand was not able to service the device sufficiently. Due to this an alternative was provided, though it does require action on the consumer's end.

   

  At this point the consumer has been approved for this alternative resolution and notified of the next steps to fulfill the claim. We again apologize for any dissatisfaction with this, but no additional solutions are available at this time. 

  Customer Answer

  Date: 08/11/2022

   
  Complaint: 17687934
  
  I am rejecting this response because:

  When I first contacted Square Trade regarding the warranty claim they gave me 2 options to choose from.  I spent almost 45 minutes discussing in detail these options to make sure that I understood exactly the steps I need to take and what documentation etc. they would need.

  -First option was to mail Square Trade the computer and have them look at it and see if it could be fixed

  -Second option was to take it personally to a reputable computer repair company to see if it could be fixed but they said that if it would cost over $799 (the amount that I paid for the computer) to not fix it.  If it could be fixed under that amount Square Trade said to pay to fix it, keep the receipt and send it to them and they would reimburse me.  I explained that I was thinking of taking it to Geek Squad to have them look at it and the Square Trade representative said that was a good company.  I was instructed that if it could not be fixed all I would need was a statement from Geek Squad stating as such and that all I would need to do afterwards was call and upload/email the documentation that if was beyond repair.  Geek Squad statement said they could not even get the computer to boot up and that it was absolutely no good (I previously uploaded to the BBB this statement)  As the computer was worthless I had Geek Squad dispose of it according to the regulations on properly disposing of electronics.

  I provided Square Trade what they asked for but now they say I still have to mail them the computer to honor the warranty.  I was never told this at any point and now the computer was disposed of so I cannot send them it.

  This is absolutely unacceptable and makes no common sense whatsoever.  If I had to send them the computer no matter what I would have just chosen option 1 instead of driving 45 minutes each way to the Geek Squad repair facility and spend an hour and a half of my time waiting for them to inspect the computer (I am an accountant with my own firm that takes detail notes on everything and do not enjoy wasting over 4 hours of my time).

  If I was told that I needed to send them the computer no matter what I would have just sent them the computer from the start instead of wasting my valuable time.   I have spoken to 4 different countries / customer service departments and have even requested the Square Trade **************** contact but the customer service people say they do not know the corporate information for the company that they are employed by.

  Square Trade has approved my warranty based on the documentation that the computer was worthless but say now after the fact that they will not honor the warranty unless I mail them the computer after the fact.  This is not acceptable as they were the ones that instructed me in the first place and never said anything about no matter what they needed the computer.  They are trying to get out of paying the warranty when I followed their instructions to the letter.

   

  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/18/2022

  We are sorry for the delay in reimbursing the consumer.

  
  In reference to the claim, specific parameters need to be met to get the reimbursement processed. We have informed the consumer accordingly.

  
  We hope to provide a better service in the future and appreciate the consumer's feedback.

• Initial Complaint

  Date:08/08/2022

  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.

  Purchased a router from ******* end of 2021 with the 2yr Protection plan since it was a refurbished unit. The Netgear Nighthawk router was installed in our office after the holidays/first of the year. It was glitchy from the get-go, and after a few months was going completely downhill. It constantly drops internet service and has to be reset multiple times a week. After trying everything onsite to reset/fix it, I filled a claim in June 2022 to a refund so that I could purchase a functioning router for our office.The process SEEMED to go well and I received reply from Allstate Protection Plans on Friday 6/24 that my claim had been reviewed and was accepted for an e-gift card refund of $184.05 to be sent to my email address within 1 business day. This refund email was sent to me on 7/4/2022 by Allstate Claims Team. I never received any email with refund. I waited for weeks, until finally emailing them again (*PS It is EXTREMELY HARD to find ANY contact email for actual claim help!!! RIDICULOUSLY HARD!!). I emailed on 7/29/2022 explaining that I had still not received my refund and really needed to purchase a replacement router for my office. I work from home, I am CONSTANTLY in my email account and checking spam and junk mail folders every day, all day, to monitor incoming communications. Nothing was ever received here on my end.I was told it would be resent after they checked with the accounting team. My refund was to be resent within 1 business day. This was on 8/3/2022. It is 8/8/2022 and again, I cannot find any way to contact them except the original email which is getting me nowhere! I still have NO REFUND, NO EMAILS, no actual replies to my request to know what email they are sending from so that I can search or add to Safe Senders or Contacts, NO HELP. Just continuing to get an email saying theyre resend my refund with 1 business day, WHICH NEVER HAPPENS!I have emailed yet again, to request information about my refund and where/what email it is being

  

  Business Response

  Date: 08/10/2022

  We apologize for any dissatisfaction with the consumers recent claim experience.
  
  SquareTrade does its best to provide a quick turnaround when it comes to resolutions. One of the resolutions we provide is reimbursement through express, electronic gift cards, which is the easiest and fastest way for the consumers to get reimbursed. Unfortunately, this was not what the consumer experienced in this case.
  
  One of our specialists has reached out directly to the consumer to discuss the situation and provide further assistance.

• Initial Complaint

  Date:08/07/2022

  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.

  On May 8,2022 I sent my HP printer to Allstate Protection claim team to be repaired due to constant paper jams. On May 11, 2022, they replied, "We have finished assessing your claim and should be able to repair your item". On May 19, 2022, the claim team sent this email message to me, *********** Your item has been repaired and has shipped back to the address below" However, June 2022 the printer started to jam again. Again, I sent the printer back to the claim team and got the same message, "We have finished assessing your claim and should be able to repair your item" On June 30, 2022 the claim center sent a message that my printer had arrived at their repair center. On July 12, 2022, I sent an email to follow up on the repair of my printer because this time it took longer to get my printer back. On July 13, 2022, the claim center sent an email saying that "our repair facility us unable to replicate the reported issue and item has been deemed as fully functional. Unit will be returned to you with no repairs. I replied back and to the claim center and told them that the printer repeatedly jams and makes a loud grinding sound, and I will be sending it back for repairs. I also told them I think Allstate does not want to pay to replace this printer; and I will not pay again for this coverage with Allstate. On June 25, 2022, the printer jam again, but this time lights were also flashing in a circular pattern, and I could no longer use the printer. On June 26, I went to target and purchased a new Epson printer ($274.36) because I was fed up with HP printers. I refused to keep sending this HP printer back and forth with Allstate. I would like them to reimburse me for the new printer I had to purchase.

  

  Business Response

  Date: 08/10/2022

  We apologize for any dissatisfaction with the consumers claims experience.
  
  
  SquareTrade does its best to provide efficient and effective resolutions to our consumers. When the repair facility receives a device, an audit of the issues takes place. During this audit, the technician tests for any anomalies. They also test the electrical components to see if they can isolate a failed part. If the technician cannot replicate the issue or finds no additional failures, the item will be shipped back due to no problems found. We are sorry about the inconvenience caused by this.
  
  
  At this time, we have reached out to the consumer to further assist.

  Customer Answer

  Date: 08/11/2022

  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.  The business has agreed to reimburse me for the cost of the ** printer in the amount of $229.99 in the form of a check that will be processed in one business day and delivered within 5 business days once I sign the electronic affidavit. The electronic affidavit was signed by me today 8/11/2022.  Please see attachment from the business which states: 

   

  Plan#: 958948524370571

  
  Hello *****,
  
  
  This is **** from SquareTrades Corporate Resolutions Team, following up on my previous email.
  
  To recap our conversation, I have approved your claim for full reimbursement for the amount of $229..99 that you will receive in the form of a check which will be processed in one business day and delivered within five business days via **** once the electronic affidavit has been signed. The affidavit email has already been sent to you separately. Once this check has been delivered, your protection plan will be concluded. Please disregard the previous claim emails, as they were sent in error. 
  
  I hope that I was able to be of assistance, but should you have any additional questions or concerns, please do not hesitate to respond to this email.
  
  Thank you,
  ****
  Corporate Resolutions Team
  Hours: 5a m to 2 pm PST. Monday to Friday

   

• Initial Complaint

  Date:08/06/2022

  Type:Order 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 laptop computer from ******* and added a warranty supported by square trade. The warranty lasted 2 years i think from 2021. The laptop malfunctioned. I contacted the company, they said I should get it fixed locally. If the amount was however more than the cost of the laptop I should proceed. I went to a local repair shop located in *******. They said the cost will be more than the purchased price of the laptop. I informed square trade and they said I should provide an invoice showing the cost to repair it. I provided them with the invoice, after receiving the invoice, they asked me to send pictures of the laptop. I sent them the pictures, after not hearing from them for a while. I called back, they said I should get an answer by 5pm the same day. This was 3 days ago. I contacted them a few minutes ago and now they are telling me the first receipt is wrong. I believe that this business is operating in fraudulent manner. My claim id # is ************. I am asking for your help to expose dishonest business practices of square trade

  

  Business Response

  Date: 08/09/2022

  We apologize for any inconvenience faced throughout the consumer's claim.
  
  SquareTrade does its best to provide our consumers with efficient and effective resolutions since our goal is to eliminate any issues that can cause a delay. SquareTrade does have several qualifiers in place for each claim which must be met in order to be considered valid. In this case, we did confirm that the information provided would not qualify for coverage.
  
  
  
  We do appreciate the consumer's feedback.

  Customer Answer

  Date: 08/10/2022

   
  Complaint: 17682610
  
  I am rejecting this response because:
  I have responded to all their requests for information to have the claim processed. After each request I was assured by the customer agent that I have given all the information and my claim would be processed. After I have gone through the inconvenience of sending them the information, I am being told that my first piece of information sent wasn't correct, they have had this information for weeks now. If soon after I have given the first piece of information requested they said I should get something different I would understand, but i think their aim is to frustrate my efforts in getting my claim. I have been promised a resolution by the company on several occasions, but none has occurred as you can see. I am being frustrated at every step of the way in regards to my claim.
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/18/2022

  We apologize for the delay in reimbursement.
  
  In this scenario, the claim is pending verification, and the consumer has already been provided with the required information.
  
  We are limited to the plan's terms and conditions to resolve this case and appreciate the consumer's feedback.
  
  

• Initial Complaint

  Date:08/06/2022

  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 filled a claim for an air fryer Id bought from ******** I was emailed an E-gift card. When I went to use the gift card the link to open the gift card would not open. That was on July 27th. Ive called them everyday since they sent me the gift card and today was the first time that *** received a response asking me for a receipt and pictures of the air fryer. I registered my receipt with ******* and the picture that I uploaded on here is the proof that ******* sends you letting you know that you have purchased a warranty from them for an item with the picture of the item.

  

  Business Response

  Date: 08/09/2022

  We apologize for any dissatisfaction with the consumers experience filing a claim.

  
  SquareTrade does its best to offer flexible and suitable resolution options to meet our customers needs. Our goal is to be swift and efficient when carrying out claim resolutions. SquareTrade does have several qualifiers in place for each claim which must be met to be considered valid. In this case, we did confirm that the information provided would not qualify for coverage.

  
  We do appreciate the consumer's feedback.

  Customer Answer

  Date: 08/09/2022

   
  Complaint: 17680719
  
  I am rejecting this response because:When I bought the air fryer. I was told to scan the receipt which I did. By scanning the receipt its now saved to the ******* app that I bought a warranty from . And because I scanned the receipt its also saved on their website that I have a warranty for a air fryer on their site . I had to click on the picture on their website to make a claim.This company tries to keep the insurance money by making the customer go and find a paper receipt. Their business practices are shady. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/11/2022

  We do apologize for any inconvenience experienced with this claim. 
  
  In this case we have confirmed that this claim would not qualify for coverage within the terms and conditions of the purchased warranty. Members of Squaretrade support have reached out to the consumer and no alternatives would be available at this time. 
  

  Customer Answer

  Date: 08/17/2022

   
  Complaint: 17680719
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/05/2022

  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.

  September 2021, I purchased a chair. It feel apart three month later, I had the extended warranty so they replaced it. It fell apart again, I get it replaced. It falls apart, I get replaced again. It has since fallen apart again, and now they are saying they cannot replace the chair anymore because it was supposed to be a "one time thing". I bought the extended warranty specifically because it would insure the furniture I bought for as many times as needed. I want my char replaced.

  

  Business Response

  Date: 08/08/2022

  We apologize for the confusion the consumer faced with their protection plan. 
  
  SquareTrade ensures each claim is catered to and that the resolutions that are offered result in consumer satisfaction. However, in terms of coverage policies, we are limited to covering the item up to the purchase price or the limit of liability. If multiple solutions are provided and the limit of liability has been met, then we are bound within the parameters of the protection plan to provide service. 
  
  One of our specialists has reached out to the consumer to discuss the issue further.