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

  
• 

  Allstate Protection Plans

  1955 Wehrle Dr Ste B Williamsville, NY 14221-8453

• 

  Squaretrade Go Iphone Repair

  6400 Five Points Rd Indianapolis, IN 46237

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:08/05/2022

  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 ******* galaxy s10+ with 2 year protection plan on 06/03/21. I filed a claim on 07/03/22 due to phone being cracked. I paid deductible and received email confirmation stating Here's what happens next:Most claims are approved within a couple hours, but may take up to a day.You'll receive an email with instructions for what comes next.If we need more information, we'll reach back out to you. I never received email to get my phone repaired and also called on 08/03/22 and spoke to them about it and they sent me exact same email confirmation but never sent repair email. I need a replacement or phone repaired.

  

  Business Response

  Date: 08/08/2022

  We apologize for the delay in processing the consumers claim. 
  
  SquareTrade tries its best to have a quick turnaround when it comes to resolutions. Our solutions are based on various factors and a suitable outcome is provided to the consumers based on that. While a delay may have occurred with the claim process in this case, one of our members has reached out to the consumer and has provided a resolution that satisfies both parties.
  
  

• Initial Complaint

  Date:08/04/2022

  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.

  On March of 2021 I purchased a Panda Portable Washer from Walmart.com and purchased a warranty as well. I have been very happy with my washer up until today. Its not working and I am a single mom that lives on a 2nd floor of an apartment. I filed a claim today 08/04/22 to get either someone to fix it or replace it. They offered me a reimbursement. I cannot buy another portable washer with the same money. I can see that the same Brand is still being sold everywhere for a higher price. Allstate wants me to take it to a local place to have a fixed. I dont have a truck or time to do that. I cannot put it in my small vehicle!!! Why wont they send a tech to fix it here in my home! Ive read many complaints and even when they do send a tech, they stall and leave us with a broken item. I want a replacement.. I bought a warranty from Allstate and they are Fraud. !!! No representative or manager is giving me a call back to help me. Allstate is just collecting the warranty money and scamming us customers.

  

  Business Response

  Date: 08/05/2022

  We apologize for the dissatisfaction with the consumers recent claims experience.
  
  SquareTrade offers a variety of resolution options for our consumers to ensure we meet their service needs. If the claim gets approved for a replacement, we externally try to source a comparable model to the current item or one with the same features. However, we couldn't find a replacement in this case but have provided a suitable alternate solution, which has met the protection plan's obligations.

• Initial Complaint

  Date:08/03/2022

  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 brought this Allstate Protection Plans for 4 I Phones and paying the monthly charges for the Protection Plan. Unfortunately one of the I Phones (12 Pro) fell and broke beyond repair. I took it to Apple store from where i Bought this Phone approximately 2 years back and they told that it cant be repaired and has to be replaced with another I phone 12 and that particular model was not available in the store at that time. Since the phone is something one cant wait for weeks to get replaced I brought I phone 13. I filed my claim and its handled by some Square Trade company partner of All State. They come up with new requirements to process the claim including the receipt of old phone which i brought 2 years back stating "The submitted documents do not have sufficient information due to which we have the claim on hold. In order to proceed, we require the item purchase receipt for iPhone 12 Pro that clearly shows (1) retailer's name, (2) contact information, (3) item's description, (4) price, and (5) item's purchase date."Claim #: claim_040147523130 I don't have receipt of I phone 12 Pro. I work for an insurance company where we process claims and we never ask customer to produce receipt of the Cars/House purchase. Its the market value of any product including the deprecation, and that's how insurance works. I have been pursuing this claim since June and now its August and i do not see any resolution. I wish i could have known the deceiving claim processing practice being followed by this company.

  

  Business Response

  Date: 08/03/2022

  We are sorry to hear about the delay in processing the consumers claim reimbursement. 
  
  SquareTrades claims are approved based on the information received from the consumers and appropriate resolutions are provided which benefits their needs. Amongst many resolutions we provide, getting the device repaired locally from an authorized shop is one of them. Consumers are informed to pay out of pocket for the repairs and submit the repair invoice to get reimbursed. At this time, we are working with the consumer to submit the relevant documents to get their reimbursement processed. 
  
  

• Initial Complaint

  Date:08/02/2022

  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.

  Purchased a ******* Protection Plan powered by Allstate for Iphone 8 plus: 2 yr. plan on 5/23/21. In June, 2022, iphone malfunctioned. Followed steps required to get either a repair or "ber" (beyond economic repair). The repair business reported it as BER. I sent an e-mail asking for a contact because the website status of my case was "incomplete." Finally on July 21, I contacted them and spoke with "*******," and she said she would e-mail me the ***** label. Unfortunately, I was unable to open the label on my laptop AND on my iphone (I purchased a replacement). I contacted them about this and they said they "*****" would mail me a ***** label and I should receive it within **** days. I have not received it.

  

  Business Response

  Date: 08/03/2022

  We apologize that the consumer could not access the shipping label for their claim.
  
  SquareTrade emphasizes easing out the claim process and assisting consumers through different channels to ensure the outcome provided is satisfying. 
  
  Our overnight repair resolution is one of the quickest resolutions with a reasonable turnaround time where the consumer is informed to send in the device via overnight prepaid shipping label. Once repaired, it is shipped back via ****** However, we are sorry the consumer was not able to ship their device. 
  
  One of our team members will call the consumer to assist them further. 
  
  

  Customer Answer

  Date: 08/04/2022

   
  Complaint: 17660749
  
  I am rejecting this response because: when I could not open the shipping label in an e-mail, I called and was told it was mailed and would be received in **** business days. It has not been received. Now I am working on a cash settlement. This is supposed to include a check in the mail and received within 5 business days: August 11. 

  ***************** said he/she called twice. I had no record of the call, or missed call, on my phone. There was no phone number on the e-mail for me to return the call. Today it was stated that the call went straight to voicemail, yet no message was left. My mailbox is not full. 

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

  

  Business Response

  Date: 08/11/2022

  We do apologize for any inconvenience experienced with this claim process.
  
  We can confirm that this claim has been finalized and the consumer's desired resolution is currently processing. 
  
  We can also confirm that members of Squaretrade support have attempted to reach the consumer, though have not gained contact at this time. Being that a claim has been fulfilled we have met the obligations of this warranty. 

• Initial Complaint

  Date:07/31/2022

  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 filed the claim online July 8, 2022. I was sent claim#************. I was sent an email with instructions to print the shipping labels. The email had a cover page with instructions to click on the link for the labels. There were no labels the page was totally blank. I called **************. I was told they would send another email with the labels. The email was sent and again the label page was blank.I was told to go to a ***** store and send them the email and they would be able to print the labels for shipping of the ******** Switch Lite. One of the black control pieces broke off and it no longer hold a charge.I went to a *** store to only print the labels because it's closer to my house. I did an o line chat with them and after 45 minutes of someone name ****** texting this has been an ongoing issue with them and they are trying to resolve the issue. I asked if they could send the shipping labels to:********************* email was finally sent 25 minutes later. *** store opened up the email that had a form that stated :"Shipping Request" there was a tiny view of what looked like labels. However, nothing else other than the shipping Request form.I called back directly once I got home and asked to speak with a supervisor. I spoke with ********. He was rude and defend that the email was correctly sent. He repeatedly stated, it was his experience that sending the email to a ***** store would correct the shipping label issue. I explained to him if I didn't receive them originally. I went to *** store to print the labels not ship the product. If their computer like mine received the email which stated shipping forms Request. They should have received the actual labels. I explained repeatedly the time, I spent inside the store and it had already been told to me this had been an ongoing issues with labels. He stated go to a ***** store. The ***** location at ********* does not print labels. I want a new game or a full refund of the money I spent $214.05.

  

  Business Response

  Date: 08/01/2022

  We are sorry to hear the consumer is having issues accessing the shipping label. 
  
  At SquareTrade, we diligently work to provide resolutions that best fit the consumer's situation. Our mail-in repair resolution includes a two-day express prepaid shipping label, and we strive for a five-business-day repair time. We try to account for any factors that could cause a delay; we are sorry to hear the consumer is having trouble accessing their shipping label, but we would love to help resolve this. 
  
  One of our specialists has reached out to the consumer to provide a satisfactory outcome. 
  
  

• Initial Complaint

  Date:07/29/2022

  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 purchased a warranty on our product and starting having A problem after it ran for 5 to 10 minutes. It would get an error code. We were provided an RMA but when the device came back it was doing the exact same thing. So they provided another RMA, We packaged it up again and returned it the second time. Now they have sent it back again and said they dont find anything wrong with it. They say Because we have determined the device is operational and does not currently require repair for the reported issue, your device has been shipped back to you This is quite an expensive device and obviously whoever is testing it is not running it long enough. The first time they returned it, I had to call to get it sent back again they didnt even know what the complaint had been regarding the device.If they had asked, we wouldve run it at home for 10 minutes, and then taking a picture of the error code but we thought they couldve managed that themselves. At this point we either want the device repaired or we want it replaced.

  

  Business Response

  Date: 08/01/2022

  We apologize for the inconvenience the consumer faced in getting their item repaired at our facility. 
  
  SquareTrade follows strict claim protocols and ensures that each item received at our facility is diagnosed pre and post repairs. We try our best to make sure that our repairs are successful and provide a thirty day guarantee to cover up for the electrical and mechanical issues that *** arise with the item after it has been repaired. We are sorry that the consumer did not have a great experience regarding this resolution. 
  
  One of our team members has reached out to the consumer to further discuss the issue. 
  
  

• Initial Complaint

  Date:07/29/2022

  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.

  I purchased a warranty on an Xbox controller for 2 years the warranty ends September 2022 a few days ago the controller broke I filled a claim with square trade they emailed me my claim was approved and I would receive a gift card in 1 day for $55.11 a few hours later I received the e gift card the e gift card would not open I called Square trade they told me they sent me and expired card by mistake I would get a new one in *************************************************************** they were auditing my claim my claim was already approved why audit after the fact they said I would receive and email end of business I never received an email I called again the next day the lady said she doesn't know what's going on wait for an email I have been given the run around for days to receive my gift card I paid for a protection plan I was approved for the gift card on 7/26/22 today I called back again and was told they are working on my claim and would call my by 3 pm at the latest it is now almost 4 and still have not heard anything or received my gift card at this point I feel I am just being given the run around and need help getting this resolved

  

  Business Response

  Date: 08/01/2022

  We are sorry to hear about the consumer's recent experience regarding their reimbursement. 
  
  SquareTrade provides reimbursements as a quick resolution option to meet the claims requirement. Our express, electronic gift cards are processed within one business day. However, in this scenario, we have requested the consumer to reply with the proof of purchase to proceed with their claim and fulfill the desired resolution. 
  
  We apologize for any inconvenience caused due to this. We are working diligently to resolve this issue and awaiting the consumer's response. 
  
  

  Customer Answer

  Date: 08/02/2022

   
  Complaint: 17642058
  
  I am rejecting this response because the email asking for proof of purchase was not sent to me until after this complaint was filed also I provided proof of purchase when I purchased the item and started the plan iI will resend the proof of purchase but will not resolve this claim until I recieve my gift card since I have been given misinformation multiple times
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/05/2022

  We do apologize for the delay in reimbursing the consumer.
  
  The claim was pending verification. In this case, the consumer's reimbursement has been processed, and the warranty agreement has been fulfilled.
  
  We are sorry for the delay once again and hope to provide a better service in the future.
  
  

  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 resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/29/2022

  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 bought a 43" TCL roku tv and a extended warranty plan Nov. 18, 2018. Now the remote doesn't work with the tv. It works with other TCL roku televisions, but not this one. According to the business I have to take it to a repair shop and they will reimburse the cost. I thought the plan was for them to solve my problem without me having to spend money. All I receive is a $600 check monthly from social security. I don't expect to be reimbursed the full amount because the tv is almost 4 years old, but the plan expires Nov. 18, 2022. The model is: 43S403, serial number *******************. I already submitted a claim with them, #********. I would appreciate your assistance on this matter.

  

  Business Response

  Date: 07/30/2022

  We do apologize for any dissatisfaction with the provided claim resolution.
  
  Squaretrade provides a variety of repair resolutions, of which are available depending on the item and the issue it is experiencing. If a provided resolution is not appropriate or able to resolve the relevant product failure Squaretrade can consider alternative options.
  
  In this case a member of our support team spoke with the consumer and reached a resolution which satisfied both parties.

• Initial Complaint

  Date:07/28/2022

  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 submitted a claim for my couch through the Allstate protection square trade and they approved it and said because they cant find a comparable couch for replacement or ******* marketplace they were going to send me a check for the $977.99 to my name and address after I sign the affidavit which I signed and I never received the check I got a e-gift card instead to ******* which they clearly said they would send me a check since they cant find a comparable match. I called the company and they said they cant do anything because they cant void the e-gift card and that it was there mess up on the email saying they would send the check instead. They should be accountable and send the refund the way they said they were going to instead of saying sorry it was our mess up but we cant do anything about it except send a check of $40 dollars for your inconvenience. Well that wont help me get my replacement somewhere else.

  

  Business Response

  Date: 07/29/2022

  We apologize the consumer received their reimbursement through a different payment method. 
  
  SquareTrade provides reimbursement as one of the final resolutions to ensure the policy's condition has been met and the claim needs are fulfilled. Express reimbursement through electronic gift cards is the quickest method we use to reimburse consumers. We are sorry if this was not the desired payment method of the consumer. 
  
  One of our team members has reached out to the consumer to assist them further in this matter.