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

• 

  Squaretrade Go Iphone Repair

  6400 Five Points Rd Indianapolis, IN 46237

• 

  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:09/29/2022

  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 purchased an office chair from Office Depot with a 2 year protection plan.The office chair has began to peel and crack on the arm and chair cushion.The protection plan on the sales page and terms and conditions page states the cracks and peeling are covered.I filed a claim for the office chair with All State Protection Plans with pictures of the chair within the 2 year coverage timeframe, they responded back stating: "We have reviewed your photos and have determined the issue reported to be "Cracking/Peeling of Leather" and is not covered under your Protection Plan. As a result, your claim has been closed. "Here are supporting evidence that cracks and peeling are covered.https://www.officedepot.com/a/products/8216608/2-Year-Protection-Plan-For-Chairs/ "Chairs covered include Fabric Chairs, Leather Chairs, **************, Mesh Chairs and Stack Fold Chairs. The 2-year chairs protection plan covers rips, cracks, breaks, hardware failure, finish damage, gouges, glass chips, scratches and seam separation."https://www.squaretrade.com/merchant/pdf/terms-conditions-us-english.pdf "FABRIC AND LEATHER COVERAGE: This Protection Plan provides coverage for damage due to separation or peeling of topcoat finish"

  

  Business Response

  Date: 10/03/2022

  We are sorry for any dissatisfaction the consumer may have experienced in getting their claim approved.
  
  At SquareTrade, we try our best to ensure that our purchase process is as informative as possible and that our terms and conditions are transparent and emailed whenever the consumer registers their protection plan. Each plan is designed in a unique way to cover consumer goods. We offer two types of protection plans. One is the Accidental one covering rips, tears, *****, or punctures, whereas the Standard one covers damage due to everyday use such as the separation of joints and welds.
  
  We apologize for the inconvenience the consumer may have faced and appreciate the consumer's feedback. One of our team members will reach out to the consumer to resolve this issue for them.

• Initial Complaint

  Date:09/29/2022

  Type:Delivery 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.

  My ****************************************** so of September, 2022. I called Square Trade for repair or replacement of my tv around 9/9 or so. As requested, I gave them the model number of my *********** The said they couldn't find the model number in their system. The person said they would have to enter into their system. They said it would take a day or two. I called back on 9/12 to ask if it had been entered. I was told not yet and they said to call back in a day or two. I waited and called back on 9/14. It had finally been entered. I entered the claim. I was then told to call them. I called they said they would order a part. On 9/16 an email comes saying they cannot find the part and they will replace the tv. I went in the same day and chose the tv replacement. I get an email few days later saying there was a delay. Then on 9/26 I got an email saying my tv was out for delivery.On 9/26 the logistics company mistakenly delivered the wrong tv. It was a tv from another company to another recipient. Had nothing to do with Square Trade. It was mislabeled with my info. I call Square Trade the same day and ask them to send another tv to replace it since I didn't receive it. The woman tells me not to let the logistics company pick the mistaken delivery back up until Square Trade says so. On 9/27 I then get an email from Square Trade. It says they will send my replacement tv within one day after the logistics company picks up the wrongly delivered tv. I emailed Square Trade on 9/28 fuming because the wrongly delivered tv had nothing to do with Square Trade. It wasn't from them but some other company. I told them that and demanded my replacement tv that they agreed to send me be sent overnight. I still don't have my replacement tv and haven't had a reply. This is going on 4 weeks now. I want my replacement tv and a refund of $125 for the deductible I had to pay.

  

  Business Response

  Date: 10/01/2022

  We apologize for any dissatisfaction with the consumers recent claim experience on Tv replacement.
  
  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. For TV claims, replacement options are provided through a live link and our consumers have the flexibility to make a selection. If the consumer is not satisfied with the options available, SquareTrade can reevaluate the case and provide additional assistance but this must be completed prior to placing the order.  We apologize for any frustration the consumer experienced due to this.
  
  In this case, one of our specialists spoke with the consumer and came to an amicable resolution for their claim.

  Customer Answer

  Date: 10/07/2022

  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:09/29/2022

  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.

  My complaint deals with a warranty I purchased on a TF ******* AO2S cell phone. I bought the phone from Wal Mart in town here on May 7th 2022. The warranty I purchased is a two year adh plan costing $10 which covers the damage that phone incurred approximately a month later. The warranty plan is from Allstate proctection company. There is also another name they are going by, Square Trade **** Their phone number is **************. I have a claim filed with Allstate (square trade) as well as several emails stating that I will be getting the refund of my money(approximately $69.00) for the damaged phone. I have made several attempts to collect this money from Allstate warranty and they keep throwing me through loops, promising me the check is on the way. They sent me an email with a fed ex shipping label so I could return the phone and the fed ex label wont print. I call Allstate back ************** stating I cant print their label out so they tell me they will mail me a check and it will arrive within a weeks time on three or four separate occasions. I want the refund they said my claim is approved for as I have labored for several months trying to collect it. Thank You for your support please BBB.

  

  Business Response

  Date: 10/01/2022

  We are really sorry to hear about the dissatisfaction concerning the consumers claim for a reimbursement.
  
  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. In the event the consumer does not receive their payment, our goal is to correct the issue before it causes further delays. Once the proper documentation is submitted, we process the payment as quickly as possible. We are sorry for the frustration caused by this.
  
  At this time, one of our specialists has reached out to the consumer to address this matter and to provide additional support.

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 18147185
  
  I am rejecting this response because:I reject this response because I have sent Allstate warranty the picture of my original receipt(receipts fade over time and I have miraculously provided Allstate with the picture)as well as the picture of the phone. These were allstates requests. I did this and have not received any response or sign of a refund. My claim has already been approved and I have already been promised the refund so I should not have  a single thing left to do on my side of this nightmare of transaction. Please help resolve this STILL!
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 10/12/2022

  We apologize for any delays consumer has experienced with their reimbursement claim.
  
  SquareTrade does our best to offer flexible and suitable resolution options to meet our consumer's needs. Our goal is to be swift and efficient when carrying out claim resolutions.
  In this consumer's case, we have requested them to provide some additional documentation. Once the proper documentation is submitted, our goal is to process the payment as quickly as possible.
  
  At this time, one of our team member has already reached out directly to the consumer to discuss the situation and provide further assistance.

• Initial Complaint

  Date:09/29/2022

  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 my protection plan while buying a sectional from Amazon 8/10/2021. The couch arm broke, and the bottom of the couch sinks (making it impossible to sit comfortably). I ended up not being able to sit on my couch cause the unbalanced sit hurts my back. I filed a claim with my Allstate protection plan. My sectional came in two pieces, I sent in over 10 photos and video of the damage happening including the broken pieces. I was informed by Allstate that the best resolution to this would be to have a technician come to my house from FSA to repair it. I then noticed that the claim was filed under the wrong policy and as per their rude 3rd world customer service rep. stated that I never submitted a receipt (which I did countless of times by now) and he just didnt bother to research further and just kept sending me these generic replies to submit pictures and receipts (which is so unprofessional and exhausting). I attempted to reach out to FSA to schedule the Tech, and to my surprise, they had no clue who I was and what claim I was talking about. Another rude a** company and employees at FSA. I escalated my issue with multiple supervisors (some didnt even speak proper English or comprehension). I ended up so livid that I refused to reach out to any technician or third party company to schedule a repair. At this point, Im so f****** over Allstate SquareTrade, that I will never buy another policy from them. And I have multiple policies with them, as is. I spoke to an agent who did not care to tell me why or who filed the original claim under my wrong policy and another supervisor asked me to take a picture sitting down, so that they can see how I look sitting on the broken couch. This is f****** outrageous and so unprofessional that I ended up losing my cool and asked for someone in their corporate office or in America to call me back with a resolution.

  

  Business Response

  Date: 10/01/2022

  We apologize for any delays consumer had experienced with the recent in-home repair claim.
  
  SquareTrade does our best to provide a seamless experience and anticipate our consumers needs by providing customized service. We offer a variety of resolution options to ensure we meet service needs and resolve our consumers claims efficiently. There are several factors that could impact the timeliness in our team sourcing a technician for an in-home repair, such as the consumers location, the item type and particular failure the item is experiencing. To the best of our ability, we attempt to keep these factors from affecting the consumers claim resolution. We apologize that this was not the case here and would love the opportunity to make things right.
  
  At this time, we have reached out to the consumer and came to an amicable resolution for their claim.

  Customer Answer

  Date: 10/01/2022

  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:09/28/2022

  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 have had multiple dealings with this company. The first was when I purchased a washer from **** Club. A year and a half it went out so I called them to file a claim. I provided all information including the receipt. They called me back and stated that it was still under manufactures warranty so that I had to go through them. I asked why was that since I paid for a warranty for them. The representative told me that their warranty starts after the manufacturer warranty ends. I now had a second issue with the washer that I purchased with them and was told that that the warranty expired and that their warranty runs concurrent with the manufacturer warranty. I informed them that wasnt what I was told in my previous encounter with them. The second issues Ive had was when I needed my fridge serviced that went out. They couldnt get a service rep out for over a week. Told them it wasnt acceptable. They offered a replacement. A few hours later I received an email that the replacement was cancelled. Then they sent me a check for a price lower than my purchase price.

  

  Business Response

  Date: 10/01/2022

  We apologize for any dissatisfaction with the consumers recent claim experience due to proof of purchase not on the warranty.
  
  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 us move their claims forward, such as submitting a 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).
  
  In this case, one of our specialists spoke with the consumer to discuss the situation and provide further assistance.

• Initial Complaint

  Date:09/28/2022

  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 an extended warranty (VIA Amazon) for a ********* Surface Pro 7 Tablet. Warranty states that all claims must be filed through their website. Their website is non-functional. Purchased this plan because of advertised A+ rating with BBB. Called alternative number, after an hour on the phone, I was promised that they would send follow-up information within a few minutes, nothing ever received.

  

  Business Response

  Date: 09/29/2022

  We apologize for any inconvenience faced throughout the consumer's claim for a repair on a tablet.
  
  SquareTrade strives to provide a smooth claim experience for our consumers. Our goal is to make the process as seamless and efficient as possible. We understand our consumer's time is valuable therefore we attempt to account for any possible delays in the process and eliminate them. Should a delay occur, we do our best to provide timely updates and communication to our consumers.  We are very sorry to hear about the poor communication and the lack of consistent information throughout consumer's claim experience.
  
  In this case, we were happy to speak with the consumer and provide additional support regarding claim. We hope to provide a better experience in the future

• Initial Complaint

  Date:09/26/2022

  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 purchased a mattress July 2017 from Big Lots and the mattress is now sagging on the side. I have reached out to the store in ************ on ******** big lots customer care and Serta. ******** care tells me to call ***** and ***** tells me to call customer care. I have sent photos and details and I am still getting the run around. I misplaced my receipt but have sent all the details of the purchase. I used progressive leasing at the time of the purchase. Im being told they cannot find it even after me providing all the details. Serta has a 10 year warranty and I cant get assistance from anyone. I am very upset about the service I have received. I would like assistance with the claim for the mattress. I filed a claim with ***** and they said Big Lots need to file the claim. This is ridiculous. I need assistance asap

  

  Business Response

  Date: 09/29/2022

  We apologize for the inconvenience the consumer has faced while filing a claim on the warranty that was not located.
  
  SquareTrade does our best to provide expeditious and hassle-free service to all our consumers. We also do our best to ensure our specialists are providing accurate and friendly service. In the event we cannot locate the plan, we might request some additional information including proof of purchase in order to locate 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 consumer's case.
  
  We understand the frustration that can come from this. However, at this moment, one of our specialists has reached out to the consumer in order to get this resolved.

  Customer Answer

  Date: 09/29/2022

   
  Complaint: 18127164
  
  I am rejecting this response because:  I am not sure who this company is.  I have never heard of them being associated with big lots.  When I asked the lady if they have any association she said no. I also asked if they had any association with Serta which is the manufacturer of the mattress and she said no.  She also did not have any of my information but yet they called my phone.  If I filed a claim they should have my information and she did not have anything and she started asking me for information which I did not give to her because I am not sure if this company is legitimate.  
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 10/04/2022

  We apologize for any dissatisfaction with the consumers experience.
  
  Squaretrade does our best to make sure your information is protected and secured with us. Our privacy policy can be found on our website which will give our consumers the measures that are taken to ensure our business is being run with integrity and consumer's information is protected.
  
  At this time, one of our specialists has reached out to the consumer to address this matter and to provide additional support.

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 18127164
  
  I am rejecting this response because:Again this company has no information regarding my complaint.  So I do not trust who they are and giving them my information.  They told me they are not associated with Serta or Big lots.  
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:09/26/2022

  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 purchase a Reclining sofa from Big Lots in ************ ******** in April of 2021. I also purchased the protection plan from Allstate Protection Plans. The sofa was on sale for $599 and the protection plan was $69. About 3 months ago the recliner in the soft broke. I registered the soft with the plan when I purchased it in April of 2021 it may have been May when I got it done but is was shortly after purchase. I tried to put in a claim and they said I did not have anything registered. I have contacted them several times. I don't mean to be rude but every time I call them I do not think I am speaking to someone here in the states because I can not understand them and they do not seem to understand me. I did finally get someone to tell me to send in my receipt and gave me an email and I sent them in on 7/28/2022. Never heard anything from them I have been back to Big Lots several times to try and get them to help me. They just tell me since it is over 90 days I have to deal with the warranty company. I have contacted the warranty company and they keep telling me they are escalating the problem but nothing is every getting done. They still do not show my plan. I do not know what else to do.

  

  Business Response

  Date: 09/30/2022

  We apologize for any dissatisfaction with the consumers experience in locating protection plan.
  
  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.  However, there are necessary actions consumers must take in order to locate a protection plan in our system, such as submitting a proof of purchase. Further, we need to check the warranty eligibility, as if the protection belongs to us. These are the essential steps in order to assist our consumer locating the correct protection plan in our system. We are sorry for any confusion this may have caused.
  
  We understand the frustration that can come from this. However, we were happy to speak with the consumer and come to an amicable resolution to address the consumer's issue. We hope to provide a better experience in the future.

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 18121300
  
  I am rejecting this response because:
  I have tried to contact this company for over 3 months.  I did finally hear back from someone and they told me it is not their claim.  I called the company they said now had the claim and they do not have it either.  I was never told by Big Lots when I went there several times or from any of the people at Allstate Protection Plan or anyone I chatted with and I gave dates every time I spoke with someone and no one told me the claim went to a different company.  I still do not have my couch fixed and still do not have anyone to put a claim in with.  Now both companies say they don't have it.  

   

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

  

  Business Response

  Date: 10/12/2022

  We do apologize for any inconvenience, but in this instance the consumer's warranty is not a purchase from Squaretrade. Due to this we would not be able to provide additional assistance. 

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 18121300
  
  I am rejecting this response because:
  

  I am not sure where to go from here, neither one of the companies is taking responsibility for the repairs.  Squaretrade or Allstate says it is not theirs and they referred me to Warentech who says it is not theirs.  Somebody needs to take responsibility or Big Lots needs to ultimately take responsibility since they sold the couch and the warranty.  I do not know where else to turn.  

   

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

• Initial Complaint

  Date:09/26/2022

  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.

  Claim number: ********** I purchased a ****************** from ******** and added on a protection plan, which the website states will cover and mechanical issues to include broken buttons.My TV was mounted, and protected. We mostly use the remote, but also use the button on the bottom for power on and off. This button broke, it fell off one day while we weren't even home, we found it on the ground.Two representatives have told me I am out of luck and this is, "A pre-existing condition"Or "Physical abuse" None of which are accurate or true. I will supply pictures, to include a screen shot from your website showing that broken buttons are covered. This should not be this difficult. I need this fixed or replaced, per the terms of our agreement. If the BBB does not get resolution, I will be proceeding with further legal counsel.

  

  Business Response

  Date: 09/28/2022

  We apologize for the inconvenience the consumer faced while getting their Tv claim approved

  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. Per our terms and conditions, physical damage is not covered under our standard plans. However, we do offer assistance if the issue is due to normal wear and tear when the item is used as directed.
  
  At this time, one of our specialists has reached out to the consumer to discuss this and ensure the proper support is provided to resolve consumer's issue.

• Initial Complaint

  Date:09/26/2022

  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.

  Filed online claim as was instructed. Received follow-up email and was told they needed better copy of receipt. Contacted **** club where it was purchased and received new copy. Now when I call the same phone number and as soon as I give my name..they pretend to not be able to hear me and tell me to call back. I have tried multiple times..each time same response...so I am unable to finish claim.. Am I getting the runaround so they won't have to honor the claim?

  

  Business Response

  Date: 09/28/2022

  We are sorry to hear about the consumer's experience surrounding their recent TV claim.

  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. We give our specialists extensive training and coaching in order to ensure we provide courteous and knowledgeable claim assistance. We are sorry to hear this was not your experience.
  
  Again, we truly apologize for any trouble consumer has experienced during the claim process. However, In this case, one of our specialists has reached out directly to the consumer and came to an amicable resolution for their claim.