ComplaintsforAllstate Protection Plans

Extended Warranty Contract Service Companies

Additional Complaint Information

Customer Complaint:

Allstate Protection Plans came to BBB’s attention in March 2001. A review of the company was done in October 2023. Complaints on file with BBB state issues when claims are submitted.

BBB suggest consumers read Allstate Protection Plans Terms and Conditions at the link below.

https://www.squaretrade.com/terms/

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Initial Complaint
09/26/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This complaint relates to AllState Protection Plans not replacing a covered item after approving the claim. My claim (for a large humidifier purchased at **********) was approved on August 27th. In the approval email, AllState Protection Plans indicated a replacement would be dropped off at my home when a suitable replacement was located. It is now close to a month and a replacement has not yet been delivered. An exact model replacement is available at multiple ********** locations in my area. My Plan ID is ***************.
Business response
09/28/2024
We apologize for any inconvenience faced throughout the consumer's claim.

SquareTrade does our best to provide expeditious and hassle-free service to all consumers. We also do our best to ensure our specialists are providing accurate and friendly service. While issues or delays may occur during the process, our goal is to ensure our consumers receive efficient and effective resolutions in a timely manner. We are sorry this did not occur in this case.

In this case, we spoke with the consumer and came to an amicable resolution for their claim.
Customer response
09/30/2024
Better Business Bureau:

I reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The Claim was approved and a ********** gift card was provided for the amount of the claim.
Thank you very much for the timely response.
Sincerely,

*** Skrobosinski
Initial Complaint
09/25/2024
Complaint Type:
Service or Repair Issues
Status:
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.
The electronic display on the Electric Stove is going out. I will be unable to tell what the temperature is if this goes out completely. This will disable the ability to use the oven. Allstate was contacted with the issue requesting that it be repaired. I was told that I would have to contact a repair person myself and pay for the repair then submit a receipt for reimbursement. What is the point of purchasing an extended warranty if I have to pay for the repairs up front myself.What if I do not have the money to do this. Guess I am just out of luck and will have no oven.They were unwilling to discuss this any further and just expect you to deal with it. I am appalled by their lack of service. They just take your money and don't care if it is fixed or not. I will NEVER purchase another Allstate Square Trade Extended Warranty for any product in the future. I will make sure that everyone I know will stay away from this company. I will also be contacting ********** **************** where the item was purchased to let them know of the fraud this company is committing against their customers.
Business response
09/27/2024
We apologize for any dissatisfaction with the consumers recent claim experience.
SquareTrade does our best to provide our consumers with efficient and effective resolutions in order to make the claim experience as hassle-free as possible. Our local repair resolution allows the consumer to locate a repair shop within their area for quick and easy service without having to mail in their item. This resolution allows the consumer to keep their original item and potentially preserve their protection plan in the event another issue arises. If the consumer has any difficulty following through with this 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.
Initial Complaint
09/25/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Purchase - 8.27.23 ******* with Protection Plan Amount of TV $88 plus tax On September 21st approximately 9 a.m. I took our small television outside to hook it up and noticed it would not come on. I filed a claim form with Allstate. They had me send photos and a video. They determined that I took the tv outside it was my fought. This was the first time I took it outside and the only reason I did is to sit on my porch watch football later on that day. It's not been outside except Saturday the 21st and just for 30 minuets. When I realize it wasn't working, I filed a claim that same day. I'm stating this again, the TV doesn't go outside. This was the first time. SquareTrade is the worst warranty/repair company I have every dealt with.
Business response
09/26/2024
We apologize for any dissatisfaction with the consumers recent claim 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 in an out-of-normal usage condition, which is not covered under our protection plans. While SquareTrade does our best to assist all of our consumers, we can only approve claims within the specifications of the coverage purchased.

We reached out to the consumer to further discuss this.
Customer response
09/26/2024

Complaint: 22339314

I am rejecting this response because:
She said they would refund me the warranty fee I paid. Where is my fee refund?

Sincerely,

***** ********-*******
Business response
09/27/2024
We apologize for any frustration caused by the consumer's recent claim.

SquareTrade does our best to provide a seamless claim process. Our goal is to provide consumers with adequate support to complete their claim process, making it a trouble-free one. We are sorry that this has not been the consumer's experience.

At this time, we spoke with the consumer and provided further assistance.
Customer response
09/27/2024
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
09/23/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I have an Allstate protection plan whereas after 2 repairs of the product, Allstate decided to cancel my plan without notice. The first time they broke, they fixed them. The 2nd time, they broke they tried to fix them but they broke again in the same spot. This product was obviously defective. When you purchase the Allstate plan, it does not disclose that on the ****** website. It only states what is covered. The plan number was ***************. I purchased two pairs of these and only this one had problems.
Business response
09/26/2024
We apologize for any dissatisfaction with the consumers experience.

SquareTrade offers coverage for a wide variety of electrical and mechanical issues and, when the accidental plan is purchased, physical damage. However, our Terms & Conditions state that each plan has a limit of liability, which indicates the consumer's coverage amount. In this case, we were unable to process a new claim since this limit had been met.

We reached out to the consumer to further discuss this.
Initial Complaint
09/23/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Claim #************ filed 8/25/24 w Allstate 7/12/23, I bought a 5yr extended warranty for water heater for $69 from ********** where I had purchased water heater. on 8/24/24 water heater broke, when I called to file a claim, they were unable to find the warranty, so I had to call someone to fix water heater. I had to paid $250 on 8/25/24 to get it fixed. I've submitted pertinent info to them but every time I f/u, they keep telling me that they are reviewing it. I've gone to ********** and they told me that I need to work with AllState protection plans.
Business response
09/26/2024

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 we want to make the claim experience as hassle-free as possible. Our local repair resolution allows the consumer to locate a repair shop within their area for quick and easy service. Once the proper documentation from the repair is submitted, our goal is to process the payment as quickly as possible. In this case, a valid receipt was not submitted by the consumer.

We have reached out directly to the consumer to discuss the situation and provide further assistance.
Initial Complaint
09/23/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Complaint against squaretrade claims review team, file claim on 09-01-2024 never received my refund and emailed square trade review team all requested information with pictures and they lost my information because I received an email on 09-17-2024 at 6:49pm stating square trade review team is unable to complete my claim because they lost my legal information for my insurance claim I have all of the emails for documents
Business response
09/25/2024

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. In this case, we have confirmed misrepresentation.

At this time, we have reached out to the consumer to further discuss this.
Initial Complaint
09/23/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
On February 22, 2024, I purchased a new cell phone on ****. This was a brand new phone. In addition, I purchased a 2 year warranty from Allstate Protection Plans. In August 2024, I began having problems with my phone. The camera stopped working, and the sound was scratchy at times. I was instructed by All-State to take the phone to a local business; C.P.R. Cell Phone Repair, a company that specializes in phone repair. I was told that the phone could not be repaired. All-State then instructed me to send in the phone to another repair center. I was told the phone had been repaired, and it was shipped back to me. The problems had not been fixed. All-State then offered a "refurbished" item that had scratches around the camera. In addition, I was told my coverage had ended as they had replaced my phone. With all the inconvenience I was put through, they could at least honor the 2 year warranty, and if not, refund my money.
Business response
09/26/2024

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

SquareTrade uses certified technicians to perform extensive diagnostic tests to confirm functionality of equipment before sending them to our consumer's. Our goal is to ensure the item arrives from our facility in great condition since we do our best to avoid any additional issues that could affect our consumers. Our Terms & Conditions state that there is a limit of liability set for each plan, which indicates the coverage amount. In the consumers case, the replacement value exceeded the items price. We are sorry for any frustration the consumer experienced due to this.

We have reached out directly to the consumer to discuss the situation and provide further assistance.
Initial Complaint
09/23/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Purchased an extended protection plan from SquareTrade (Allstate) through ****** for an ***** in 2019. The policy states that it extends the manufacturer's warranty to 5 years. My policy is still valid until 01/23/2025. I made a claim against my Allstate policy because my TV had images that were burnt in from watching the same channel for a long time. These images could not be removed. The TV manual clearly states on PG 16 that the TV automatically does "pixel refresher" after a certain amount of hours usage to prevent this burn in on an ******** Allstate will not honor my claim # ************.
Business response
09/26/2024
We apologize for any inconvenience faced throughout the consumer's claim.

SquareTrade's goal is to provide accurate and effective resolutions for our consumers' issues with their items. In order to do so, we may request photos or additional information to determine the best course of action for each claim. In this case, the provided photos confirmed burn-in on the TV display, therefore, we were unable to process a claim as this is excluded from coverage per our Terms and Conditions.

We have reached out directly to the consumer to discuss the situation and provide further assistance.
Initial Complaint
09/22/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On October 14 2022 i bought a FRIGIDAIRE Gallery EFIC255 Countertop Crunchy Chewable Nugget Ice maker off ****** in which they offered an 5 year All state protection plan for it which I purchased on the same day. A little over a year later it started making crazy loud noises and was out of factory warranty so I contacted all state protection plan customer support and filed a claim. They informed me that they were not going to have it repaired and were going to pay me the amount I paid for it which was ******. I gave them my address and they said a check would be in the mail which I should receive it within 10 business days. Well a month passed no check so I called back and they told me they looked into it and canceled the check and would be putting another check in the mail and again I should receive it within 10 business days. Again a month later no check this time they said they sent it to my in-laws address because it was a gift so I had the ice maker sent there. Well my in-laws said no mail came there for me if it had they would have kept it for me. So the service representative got my address and said the same thing that they were canceling the check and putting another in the mail and I should receive it within 10 business days. Again about a month later no check contacted them again. Now this time they said they needed another address because apparently something was wrong with my address. I explained that *** never had a problem getting any mail at my address and there was no need to change address. So again they canceled check and would send another that I should receive in 10 business days. I would end up calling back two more times still no check. I looked it up online and it seems they did the same thing to other customers saying they sent checks and would never receive one. Its been almost a year and still no check.
Business response
09/24/2024
We apologize for any delays the consumer has experienced with receiving their check.
SquareTrade aims to eliminate any issues that can cause a delay. We send checks via **** first-class mail. It can take up to 6-10 business days for consumers to receive their checks. We are sorry this did not happen in this case.

We reached out directly to the consumer to discuss the situation and provide further assistance.
Customer response
09/24/2024

Complaint: 22320322

I dont wish to accept reject the response at this time. I am only selecting that I am rejecting it because I have 5 business days to accept or reject the response or it will close the complaint. Also if I accept it will close the complaint as well. They said it would **** * to 10 business days before I get a check which I have been told at least 5 times before making this complaint with the better business bureau. So I am only marking sure the complaint stays open until I actually get the check in the mail and satisfied completely.

Sincerely,

****** *****
Business response
09/27/2024
We apologize for any frustration caused by the consumer's recent claim.

SquareTrade does our best to provide a seamless claim process. Our goal is to provide consumers with adequate support to complete their claim process, making it a trouble-free one. We are sorry that this has not been the consumer's experience.

At this time, we spoke with the consumer and provided further assistance.
Customer response
10/01/2024

Complaint: 22320322

I am rejecting this response because:
I have not received my check yet I am more than willing to accept as soon as I receive it. They said it would **** * to 10 business days so I am still waiting
Sincerely,

****** *****
Initial Complaint
09/22/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
On May 19, 2022 I bought a 3-year warranty from allstate for my macbook pro via ******. I had one minor technical repair so far but no other repairs on this computer. I now need a repair and thought the warranty was good until May 19, 2025 (three year warranty) but when I logged onto the allstate site, they listed my warranty as "inactive" and cancelled January 2024. I tried contacting them for an explanation but had no luck. Their chat was inactive and they were not available by phone. Please help me with getting allstate to honor the the 3 year warranty so I can get my computer fixed. I have attached both the screen shot from Allstate and the ****** invoice for purchase. Thanks.
Business response
09/25/2024
We apologize for any inconvenience faced throughout the consumer's claim.

SquareTrade offers coverage for a wide variety of electrical and mechanical issues and, when the accidental plan is purchased, physical damage. However, our Terms & Conditions state that there is a limit of liability set for each plan, which indicates the consumer's coverage amount. In this case, we were unable to process a new claim since this limit has been met.

At this time, we have reached out to the consumer to further discuss this.
Customer response
09/26/2024

Complaint: 22320298

I am rejecting this response because: I paid additional money (over $200) for a 3-year warranty as opposed to a shorter 18 month or two-year warranty, which would have cost much less. I expect to have a 3-year warranty. I had one minor claim on this computer that was related to a technical issue. The assistance you gave was minimal. It is false representation to say a 3-year warranty when that only exists if you never make a claim. What is the point of such a warranty. You cancelled my warranty after 18 months, just as you did with my previous computer on which I had a similar multi-year warranty. The claim was made at the 9 month ***** yet you cancel at 18 months routinely. If you cancel after $200 of a claim you NEED TO TELL CONSUMERS UP FRONT THAT YOU WILL CANCEL AFTER THEY REACH THE $200 worth of claims. You advertise falsely, since you do not honor the purchased warranty simply cancel after 18 months. I want my $200+ back since you did not honor the terms of your stated warranty. You incurred frustration and shock in consumers, who cannot believe you can be so unjust and unfair.
Below is what you advertise on ******. Yet, you fail to deliver it. Again, false advertising.
Allstate B2B 3-Year Laptop - Accidental Protection Plan ($1000-1249.99)
Brand: SquareTrade
Plan starts on the date of purchase. Product damages from accidents are covered from day one. Product breakdowns and malfunctions are covered after manufacturer's warranty.
No additional costs for repairs - parts, labor, and shipping are all included.
Cancel anytime, full refund in the first 30 days. Transferable with gifts
Easy claims process - file a claim anytime 24/7 via mobile app, online, or phone.
Honor what you advertise.
Sincerely,

***** ****
Business response
09/28/2024
We apologize for any frustration caused by the consumer's recent claim.

SquareTrade does our best to provide a seamless claim process. Our goal is to provide consumers with adequate support to complete their claim process, making it a trouble-free one. However, our Terms & Conditions state that there is a limit of liability set for each plan, which indicates the consumer's coverage amount. In this case, we were unable to process a new claim since this limit has been met.

At this time, we have reached out directly to the consumer to discuss this and ensure the proper support is provided.
Customer response
09/30/2024

Complaint: 22320298

I am rejecting this response because: I bought a 3 year warranty. No other terms were EVER provided to me. My warranty was cancelled by you after 1.5 years, despite only one minor technical claim. In order to limit your liability, the consumer needs to be provided with a written copy of these limits prior to purchase. As it were I was never provided with this limit, either before or after I bought the warranty. On the amazon web page where I purchased the warranty,I quote form the sales page, cited below.
"Allstate B2B 3-Year Laptop - Accidental Protection Plan ($1000-1249.99)

Brand: SquareTrade
Plan starts on the date of purchase. Product damages from accidents are covered from day one. Product breakdowns and malfunctions are covered after manufacturer's warranty.
No additional costs for repairs - parts, labor, and shipping are all included.
Cancel anytime, full refund in the first 30 days. Transferable with gifts
Easy claims process - file a claim anytime 24/7 via mobile app, online, or phone." See ************************************************************************************************
You are committing fraud by not informing consumer that even the smallest claim will result in cancellation of the warranty. You are misrepresenting your product by saying it is three years. Apparently it is only 3 years if no claim is ever made. According to the law, fraud exists when someone " sells property through deceit or fraud.:
You also have failed to reach out to me to resolve the issue. I receive emails you are doing so, but no one EVER calls me. I have provided my number 3 times along with detailed times to call me. NO one calls. You are engaging in additional deceptive practices.

Sincerely,

***** ****
Business response
10/02/2024
The consumer had filed 2 separate claims with us on 7/14/2023 and 11/24/2023, where they had sent their laptop to us to be repaired.

The laptop was repaired on both occasions and returned back to the consumer. The consumer is now experiencing a new issue after the item was last repaired and returned on 12/14/2023. The consumer is given a ***** period of 90 days to report back to us with any issues that occur after the repairs. The protection plan is now completed because our Terms & Conditions state that there is a limit of liability set for each plan, which indicates the coverage amount. In this case, we are unable to process a new claim since this limit has been met.

Numerous attempts were made to contact the consumer to further discuss their case, but our attempts were futile.

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ComplaintsforAllstate Protection Plans

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