Global Warranty Group

Review: I purchased a device protect warranty with the Global Warranty Group through a Rogers Wireless store. I was told that if I paid $120 on top of the price of my phone that if I encountered any sort of issue (broken device, theft, etc.) that my phone would be replaced with the same model of phone or I would be issued a check for the retail market value of the same model for a $98 deductible. On March [redacted] 2014 I had my phone stolen and on March [redacted] I filed a claim with the company (I was without a phone to contact them on the [redacted]). It took 11 days for them to process my claim. On March [redacted] I was told that they did not have a replacement model to send me so they would issue me a check and I agreed to this. They told me it would be mailed out within a few days and I should receive it within 7-10 business days. It is now August [redacted] and I still have not received my check. I have called the company to speak to a representative close to more than 2 dozen times by now and still have not made any progress in receiving payment. I have asked to speak to supervisors numerous times and every time have been told "there is no supervisor". I have been given the run around every time I call them and have been told a number of different excuses as to why the check had yet to be issued but the only thing they can't seem to tell me is when this check will be sent to me. This missing check has caused me a great deal of finical troubles as I have recently had to spend an extended period of time in the hospital (a fact I have told them several times).Desired Settlement: Ideally I would love to get the $218 I have paid them for the initial fee and deductible as I feel they have in no way provided the service I have paid them for, as well as the money that they owe me. The agreed upon amount was about $670. However I would settle for just the $670 they owe me so I can finally pay off the bills I was left with after purchasing a new phone.

Review: Purchased LG G2 from local WIRELESS ZONE (VERIZON) and warranty they suggested in January 2014. Phone fell onto concrete shattering glass screen and preventing continued use of phone. Waited for thirty day period to file claim with Global Warranty. Sent phone and deductible of $100 on 2/**/14. Received e-mail confirming receipt of phone and to expect a tracking number for replacement. Company advertises replacement within 48-72 hours. No phone received within 14 days so I called them. They have no LG G2 phones in stock and will mail check, but no idea when. Called again two days later and service said check went out two days prior and should take 5-7 business days to arrive. It did not. Called WIRELESS ZONE to get them involved. They have made several calls with responses by Global Warranty promised within the day. Never happened. Today is 3/**/14 and I have no phone or money. Company has accepted money for a service they obviously cannot or do not provide.Desired Settlement: A refund check or a new, unused NIB LG G2 phone. N remanufactured or refurbished replacement accptable.

Business

Response:

check #[redacted] for $550.00 sent 4/**/14

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I purchased Cell phone insurance coverage (2 YR plan) for three IPhones from this company the first week of November of 2013. A discount was offered if I paid for the premiums upfront which I did. The first week of December 2013, my daughter's phone was accidently destroyed and we called to file a claim. They asked us to send the destroyed phone and that they would send us a new phone. They immediately processed the $179 deductible against my credit card. They called a couple of days later to say that the IPhones were on backorder and that we would have to go buy a phone and that they would send us a check for $550 to reimburse us for the cost of the new IPhone 5c. Since my daughter was living and working in the mountains in Colorado, she did not have easy access to an Apple store. After waiting 3 weeks for the check and leaving my daughter without a cell phone I finally decided to go ahead and purchase the phone in [redacted] and send it to her the end of December thinking that the check would be coming soon. My cost to purchase the phone was $598 including sales tax. Today is March ** and we have still not received a check. Therefore we have paid a significant of money for a service (insurance) that we have not received. I have made several phone calls regarding this claim and feel that I have been extremely patient. However, I will never purchase cell phone insurance again and would encourage everyone else to do the same. Consumer BEWARE! I will never file another claim with this company. It is simply not worth the time and frustration. I can not afford to be out of pocket this much money for this long! I paid for something that I did not receive. This is extremely unfair and should not be allowed to happen.Desired Settlement: Refund my Insurance premiums of $435 plus my deductible of $179 = $614, Or $598 (my replacement cost of the phone), or at least the promised amount of $550. Even though a claim was filed, I have not received any benefit from that claim. If we did not have insurance we would have purchased a less expensive phone to replace the destroyed phone. I will never file another claim with this company.

Business

Response:

check [redacted] for $550.00 sent 3/**/14 and I have refunded another $100.00 of your deductible for the delays

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have still not received the check as promised from the company as promised when I filed this complaintSincerely,

Business

Response:

I will follow up with our accounting department to see when the check was resent to the new address provided on 4/**/14.

Review: same story as everyone else on here. Filed for a new phone in December, offered a $550 check instead, company deducted $75 from my account. Called 4 times since then and told they would call back within 48 hours, they never did. They then deducted $275 from my account, I called and complained but they still have not reversed that charge. 8 weeks later and still no check or information. They are scamming customers by charging them money and hoping they dispute the charges. If the customer disputes the charges, they dont have to replace the phone or send the check, and yet they keep the monthly insurance charge dating back since the beginning of the policy.Desired Settlement: The desired outcome would be for me to get my $550 check, but also this company needs to be reprimanded. There are 196 complaints of them pulling this scam and yet they still have a Revdex.com rating of A+. They are hoping that people dispute the charges so they dont have to send out checks. Verizon confirmed that this company has been scamming many customers and just hoping they get too frustrated to follow through

Business

Response:

check #[redacted] for $550.00 sent 3/**/14

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

If in fact you sent the check on 3/**/2014 must have "conveniently" been lost in the mail. It doesn't take 4 business days for a letter to go from New York to Connecticut. If I don't respond now then Revdex.com will assume that the issue is resolved, which it is not. I am seriously doubting the legitimacy of your previous response and would like to see proof of the check being sent out

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

check #[redacted] for $550.00 sent 3/**/14

Review: I filed a claim with their Wireless Protection Program for a broken cell phone. Since they could not produce a comparable replacement they opted to reimburse the purchase price of $799 for the phone. WE both agreed to the amount and I was required to send back my phone. They confirmed receipt on July [redacted]. As part of the agreement, they charged my credit card for $179 as a deductible for the claim. They are to send payment, however I have not yet receivd payment and now their phone numbers are no longer working.Desired Settlement: Payment for settled claim of $799.00

Review: My phone was stolen while it was covered by a warranty that was purchased through the Global Warranty Group. The first contact was in December 2013, when I was told that my iPhone 5 would be replaced. After a bit of time without receiving anything I called back and was told that they had no phones to send, but would be sending me a cheque for $750. I waited some more, and no cheque was received so I have called multiple times, as has my boyfriend. Each time, we have been told that they have been having issues sending out cheques but that they would pass along our information and that we would receive a phone call within 24-48 hours. Every time, we received no phone call. Each time we called back, they explained that they were following protocol and that they could not even guarantee that we would even receive a phone call. In the meantime, I had purchased a new iPhone 4s as I need a phone. That phone has now been stolen, however there was no insurance on it as I am not convinced that GWG is not scamming me. I am now out two iPhones, and the original $159.99 deductible that was paid last year.Desired Settlement: I expect the $750 to be paid immediately. I feel that I should also be reimbursed for the value of the second phone as I would have purchased insurance had GWG actually delivered on its original promise.

Business

Response:

check #[redacted] for $750.00 sent 3/**/14 from our ** offices

Review: I was sold a Global Warranty Group by Rogers Communications when I purchased my cell phone less than 2 years ago. This warranty had cost me $170 and covered the cell phone against any type of damage and loss. Just recently my cell phone became defective and I contacted the GWG to see what could be done. They agree to replace it. They mentioned that they have to charge my credit card before they can ship the new cell phone and the charge would be reversed once I send in the old cell phone. I agreed. No cell phone came for two weeks and they had already charged my credit card, $699 for the new cell phone and $179 deductible. After 2 weeks of waiting I called back and asked where the cell was. I was told that they could not replace my cell but they were going to issue a cheque for $850.00. They also told me they will not reimburse the deductible but reimburse the $699 charged for the new cell. It has been over 3 weeks now and no charges have been taken off my credit card and I have NOT received the cheque for $850. When I call in to ask, they keep telling me that the cheque is being issued. I have not been able to talk with any manager but the reps only. I feel that I had paid good money for the warranty that I bought willingly and how they are handling the situation is totally unprofessional and unethical. Companies like these should not be allowed to operate under unethical conditions.Desired Settlement: I would either like a replacement for the cell phone or enough cash to buy the same phone. I understand that Iphone 5 has been discontinued and therefore, they should be able to provide enough cash for Iphone 5s.

They should also be calling their customers back to resolve frustrations that they are causing.

Business

Response:

cancelled claim and refunded hold/ded on 7/**/14

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I cancelled the claim because GWG refused to send me a cheque for $850 to cover my charges made to my credit card. Actually, the charges were $179.99 and $699.99, which are more than what they were going to reimburse me. I still have not received any money yet and therefore will notify you when and if I receive my reimbursement on my credit card. Additionally, they are not honoring the warranty and I have a defective Cell Phone that will cost me over $850.00 to buy. I tried to get a hold of the Wireless Protection [redacted] at GWG, [redacted], (###-###-####) to speak to her about this but her assistants will not allow any calls through. If the money GWG owes me is reimbursed onto my credit card, there is the issue of interest that will be put on the balance as well.

Please keep this complaint open till I get back.

Thank You

[redacted] (###-###-####)

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

The Global Warranty Group has not reimbursed my $879.00 as of Aug. *, 2014. I have closed the complaint because of no action. I am still waiting for reimbursement.

Review: Turned in a claim last November on a cellphone. They sent a replacement phone that didn't work. When we called on this, they said they didn't have anymore of that phone so they would send o 500.00 check to buy a new one. We have called every other week and are told we are on a list of checks to be sent. There are no "supervisors " to talk to. Since then we have had to buy our own phone.Desired Settlement: We want a refund.

Review: 12/**/13 I filled a claim with Wireless Protection Plan to replace a broken phone. I paid my claim fee and was shipped a replacement phone. This phone was defective. I called and customer service was going to ship a replacement phone in 2 to 3 business days. I never received that phone. I called back several days later and was told that my phone was no longer available. I was asked if I would be willing to take a check for $477.00 in place of the phone. I agreed to this. I was told on 2/**/14 that it would be sent for processing. I have called back numerous times ( approx. 5) from 2/**/14 to today 5/**/14. I am told my check is processing and someone will contact me in 2 to 3 business days. No one ever contacts me. I have asked to speak with a [redacted]. They will not let me talk to anyone. I called the Corporate headquartes of Global Warranty Group and left messages. No one will return my call. It sounds like others have had the same problem. I would like my check.Desired Settlement: I would like the $477.00 check I was promised and that I agreed to. I would like to have it sent as soon as possible so I can replace my phone.

Business

Response:

check #[redacted] for $477 sent 7/*/14

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Customer made a claim under Wireless Protection Program warranty on December [redacted], 2013. Was told they could not replace the phone but would issue a cheque in the amount of $550. Global has not honoured this and no cheque was sent. The customer as well as the dealer who sold the original warranty product from Global is unable to get anywhere over the phone and phone calls are not followed up with. Repeated escalations have not brought about any resolution.Desired Settlement: That the company follow through with processing the cheque in the amount of $550 immediately to be sent to the address both on-file with them and with the Revdex.com claim.

Business

Response:

This Revdex.com complaint is being researched and worked daily until GWG is able to get you resolution. If this is regarding a check that was

accepted in lieu of a replacement phone GWG will make sure to fulfill all claims. However due to unexpected factors there has been a delay in our claims process. Please continue to be patient and we will be in touch as soon as we have resolution. GWG appreciates your business and patience as we continue to work through these issues.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I do not find this to be an acceptable response as this has been an ongoing issue since December *, 2013.

It is going to be 6 months since this claim was filed and I feel that is more than sufficient time to resolve this matter and I should have received the cheque by now. In an email I received in February of 2014 I was told I should receive my cheque within that month. The deductible for my warranty in the amount of $180.00 was taken immediately, as I could not make the claim without payment to Global Warranty. I feel it is not fair they have taken my money and are not honouring my warranty! I would have been happy to accept a replacement phone but they told me it was not available and would have to send me a cheque in the amount of $550.00, they said I would receive my cheque within 4 to 6 weeks and we are approaching 6 months.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

check #[redacted] for $550.00 sent 7/*

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Thank you so much in helping me to resolve this claim I have finally received the cheque on Tuesday, July [redacted]. It had been just over 7 months since the claim was filed. I am not sure I would have had any results without your help.

Sincerely,

Review: In December 2013 I purchased 2 cell phones thru Verizon and signed a wireless protection plan thru global warranty. In January the phone became defective and was sent in. They contacted me and informed me the phone I had was no-replaceable but they would send me a check $ 350.00. I have called them over 5 times and been told each time that a rep would call me to give me an update. No-one has called. They keep telling me its in the process mode of the system but no check has been issued. What really aggrevates me is the fact they say someone will call me back within 24 hrs- This has not happened. It going on 4 months now plenty of time to rectify this.Desired Settlement: I had to send them a $90 co-pay before they would even start my claim, How is it they can charge me a co-pay for no service settlement? All I want is to get my refund check and to get my new phone. An apology for horrible customer service would be nice and maybe refund my $90.00 for such a long drawn out process. All I will say is I will NEVER do business with them again !!!!

Business

Response:

check #[redacted] for $350.00 sent 5/**/14

Review: They have failed to follow through with their warranty for cell phone loss/damage. I filed my claim on Feb **, 2014 and they have yet to reimburse me the $650 for the cell phone. Even after many calls to escalate my claim I have yet to receive my reimbursement and it has been over 5 months.Desired Settlement: Send me a check for the amount to cover the cell phone - $650.

Business

Response:

check #[redacted] for $650.00 sent 6/**/14

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

It is a sad state of affairs that it took over 5 months, multiple calls to the company, and ultimately reaching out to Revdex.com to have the issue resolved. I will never use Global Warranty Group LLC again. And will warn others of their practices.

Sincerely,

Review: January *, 2014 I contacted GWG to start an insurance claim for an LG Optimus G cell phone. A claim was opened. A $95 CDN deductible was charged to my credit card.

I was give the option to either:

a) send my old phone in via registered mail, and a replacement phone would be sent out once the original was received, or

b) to have a hold placed on my credit card for the outstanding value ($383 CDN) of the old phone, the replacement would be mailed out right away, and the hold would be removed once I mailed in the old phone

I selected option b) and a $383 CDN charge was placed on my credit card. I was told a replacement phone would ship out within a week.

About a week later, I received a phone call where I was told my phone was no longer available, and if was okay for them to send me a cheque for $450 CDN instead, to cover the cost of a new phone. I agreed.

I was told the cheque would be mailed within the next 3-5 business days. My claim was closed on January **, 2014.

2 weeks later, I had not received anything from GWG. I have been phoning them every 2 weeks since then to find out why, and the response has always been the same, "They are backlogged, and sending cheques out as fast as they can."

4 months later, I still have not received anything.

I have escalated my claim with GWG several times, requesting call-backs from the Accounting Dept each time. I have never received a call-back of any kind from GWG.

I have tried to talk to [redacted] or [redacted] or to get transferred to the Billing/Accounting Dept, and have been given the run-around every time I call.

There's no way that it should take 4 months to process a $450 CDN cheque.

I am currently out:

$95 + $383 + $450 = $928 + interest as it's sitting on my credit cardDesired Settlement: I would like to see the $450 CDN cheque in my hand ASAP, something that should have happened 3.5 months ago.

I would also like to see the $383 CDN charge refunded to my credit card.

And, it would be nice to get a refund on all the interest accumulated on the above.

It would also be nice to get an apology or explanation or something extra for having to wait over 4 months for something that should have taken less than 2 weeks to accomplish.

Business

Response:

check #[redacted] for $450.00 sent UPS tracking [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: My son purchased insurance coverage for his Iphone 5 through Global Warranty in October 2012 and submitted a claim for a broken screen on November *, 2013. He was immediately charged a deductible fee of $179 per the terms of the policy and was told he would receive a replacement phone within a week. When the phone didn't arrive, he contacted Global Warranty and was told they didn't have any Iphone 5s and he would receive a check in lieu of a replacement phone. Global then proceeded, in December, to charge my Amex card $450 since my son didn't return his damaged phone within 30 days of filing his claim EVEN THOUGH THEY DIDN'T PROVIDE A REPLACEMENT PHONE OR THE PROMISED CHECK. When you call Global, you are routed to their claims department in Oregon. There is a file on this claim and our displeasure has been noted. They state they will forward this to the escalation department (now done two times) but we have never heard from them. They can't provide an approximate date when the check will be sent and when asked for a number to contact an appropriate department, they state they are not given those numbers and it must be initiated by claims electronically. Their excuse for the check taking so long is that there are a lot of checks that need to be issued. Again, it's been 9 weeks and they haven't issued a check or replacement phone and have taken $179 as the deductible. This appears to be a well-run scam as you can search Global Warranty on Google and get dozens of individuals who have experienced the same as I have. My son's name is [redacted] and the cell phone number is ###-###-####Desired Settlement: I want either a replacement Iphone 5 or the promised check of $679.00 sent within a week.

Business

Response:

Check in amount of $650.00 was mailed out of our New York office on 01/**/014. The hold that normally is refunded upon return of the broken device was already refunded on 12/**/13 in good faith that the customer would return the broken device once the check was received. I have also refunded $100 of the deductible back to the credit card today 01/**/14.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted] and have determined that my complaint has NOT been resolved because:

[The Global Warranty stated they credited back $100 of the deductible to our credit card but I do not see where that credit has been made. Please provide the credit card/account to which this dredit was made. Once I receive and verify this information, I will be satisfied. Thank you.Your Answer Here]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The $100 was refunded back to the credit card ending in [redacted] on 01/**/14. Normally it does take 3-5 business days to reflect on the consumers credit card statement. Please verify when you do see that refund.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I had filed a claim with Global Warranty Group. They said they would provide me with a new Iphone 5 16g phone. Later I was contacted and told that they no longer could send me the phone and they would issue a check for $650. I accepted this check. This was over a month ago. Every time I try to call the company, they continue to tell me that my check is being processed and that my claim will be escalated and someone will call me back. No one has ever reached out to me or called me back once. I have called multiple times within this time and I have always gotten the same answer, that my claim is being escalated. I wold like for my claim to be processed.Desired Settlement: Send check of $650 dollars address provided.

Business

Response:

This Revdex.com complaint is being researched and worked daily until GWG is able to get you resolution. If this is regarding a check that was

accepted in lieu of a replacement phone GWG will make sure to fulfill all claims. However due to unexpected factors there has been a delay in our claims process. Please continue to be patient and we will be in touch as soon as we have resolution. GWG appreciates your business and patience as we continue to work through these issues.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I have told GWG that I will be leaving the country on May ** and was in need of the check to buy a replacement phone before this time. I have contacted GWG numerous times with no response back to me. I would like a check sent out.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I purchased insurance through a [redacted] retail store in April 2013, and have been making monthly payments automatically through my credit card since. My phone was stolen on 8/**/14. Through conversation with the current workers in the store, the store changed ownership and no longer handles anything with the insurance claims. I tried multiple times to call Global Warranty Group and the line would get disconnected any time I selected the option for the wireless protection program, and all mail-boxes were full so I could not leave a message from any of the other options in their automated system. I had multiple [redacted] workers try to help as well to no resolve. I have continued to call the company every day since and have not been able to get someone on the phone once to start a claim.Desired Settlement: I would like the costs (msrp+memory card) of a replacement phone for my stolen Samsung Galaxy S-5 ($650) to be refunded as well as all of my monthly payments for insurance (16 months * 6.99 = $111.84). I would also like written notice that no charges will further be attempted to be made to my account for monthly payments and that the contract is terminated in full.

Review: Used warranty when original cell phone died. Global Warranty Group was unable to replace the phone and offered a $400 cash settlement, which was accepted February [redacted] 2014. Deductible was charged to my credit card, broken phone sent to Global as per their request, and proof of purchase of the replacement phone. As of today's date (May ** 2014) I have not received the money. I call frequently and am told that it is "processing" and that the customer service rep would escalate my call and I would hear back from someone. I have never had a response back. I have done everything requested to fulfill my end but nothing has been done by Global Warranty.

Product_Or_Service: cell phone warrantyDesired Settlement: DesiredSettlementID: Refund

All I want is the $400 settlement I accepted February **, 2014 sent as soon as possible.

Consumer

Response:

At this time, I have been contacted directly by Global Warranty Group, LLC regarding complaint ID [redacted], however my complaint has NOT been resolved because:

[Your Answer Here] Business contacted me by email (attached) saying they would forward to a supervisior. I have heard nothing since and feel this is just a delaying tactic. This will not be resolved until I received the settlement I agreed to in good faith and the cheque clears my bank. I am still out the cost of the warranty, my $95 deductible, my old phone and the $400 settlement plus the interest I would have earned and have lost.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

At this time, I have not been contacted by Global Warranty Group, LLC regarding complaint ID [redacted]. At this time I have not heard from Global Warranty since my last response to you. It has bee over four months and I am still out the cost of the warranty, my deductible, old phone and the $400 offered in settlement plus the interest I have lost. I dealt with with company in good faith, did all they required, but have nothing in return.

Sincerely,

Review: My wife and I bought Galaxy S4 phones from [redacted] in [redacted] on May *, 2013. They sold us cell phone insurance and everything seemed fine. My wife dropped her phone while on a walk and broke the screen. We filed an insurance claim with [redacted] as we THOUGHT we had insurance through [redacted]. We waited for the next step to happen and to our dismay we received a letter in the mail on June **, 2014 (roughly five days later) telling us that according to [redacted] we do not have insurance on my wife's phone. So at this point I was quite mad as I've been paying a monthly fee for insurance to who knows who. I called the place we bought the phones from and I was told that at that time they were selling people insurance through Global Warranty Group and they have since changed to only sell insurance through [redacted]. The salesman kindly gave me the ###-###-#### number to file my claim with them as he is not able to help me.

So I promptly called the number I was given and started a claim. The person I spoke to on the phone was very nice and seemed to genuinely care about the ordeal my wife was in as her phone was barely usable as she had been getting glass splinters in her fingers from the little use she dared use it. I was told that in order to start the claim process they needed my deductible of $75 up front, which made sense, so I gladly gave them my credit card number and she told me that a new phone will be shipped out within 2 business days and it would be shipped overnight. So we patiently waited a week before calling back for a status as we had not received anything yet. When I called I was told that the phone was on back order as of June **, 2014 and that I should've been contacted. I informed them that it has been a week and I had not been contacted. They verified my phone number and told me that they were sorry for the miss communication and that a phone would be shipped out as soon as they came in stock again. I called back about three days later expecting a large company would not have to wait all that long for a Galaxy S4 to be restocked as most stores have them readily available... I was wrong. I was told that they still do not have a date for when the phones would be in stock again. I was upset but I calmly hung up the phone. I called back four days later and I got the same story but this time I was told that all of their contracted warehouses were empty, they didn't have any Galaxy S4s either. I asked them to have someone call me about getting compensation or getting a comparable phone as a replacement. They kindly said they would put a note on my file and that someone would call me back within 48 hours.

I asked to speak to a [redacted] or someone above the call center worker in an effort to get more information on when a phone would be shipped, available compensation(s) or comparable phones. I was told that there weren't any managers or anyone above him.

I got the same stories every time I called; unknown ETA on restocking of the Galaxy S4, the phone will ship in two business days, someone will call you to give you alternate comparable phones, someone will call you with a compensation deal... I NEVER once received a phone call from anyone in this company.

As of Aug. **, 2014, when I call ###-###-#### I get the "beep, beep, beep..." sound like the phone has been disconnected or left off the hook. When I try their local number ###-###-####, I get to the automated phone attendant but every option possible to choose has a full mailbox and rings back to another number, creating an endless loop.Desired Settlement: I would like the phone that I was promised, Galaxy S4, via the contract conditions, the monthly payment I've been paying since May 2013 and the $75 deductible I paid to start the claim process. If that is not possible then I would like a check for the full replacement amount of the phone so I can get my wife a new phone that will not give her glass splinters in her fingers.

Review: I made a claim for the cellphone warranty I purchased, they have promised to compensate the claim by sending out a cheque. I have made a payment for the deductible and the deposit they asked of me. They have not called back or sent any sort of response back. I tried calling them and their phone lines are not working.Desired Settlement: I just want to receive the compensation cheque they promised to send out. Also return the deposit amount I paid through my credit card.

Review: My daughter purchased an Apple iPhone 5 (16GB) from Rogers in [redacted] on December *, 2012 at which time she purchased the Wireless Protection Program through them with the Global Warranty Group. On Easter Weekend of this year (April 2014) her cell phone became damaged and she placed a call to the GWG to see what she had to do. She was instructed to send her Cell phone to: Promobility Inc, [redacted] which she did by Expresspost the first business day after the holiday weekend. They proceeded to charge her credit card for the warranty price of $179.00 immediately (April [redacted], to be exact). By tracking the phone, we knew that they had received it the following day so we waited patiently for a replacement phone. After 2 weeks of not hearing anything, I called the company and was told that Apple would not send them anymore cell phones so they could not send a replacement phone but would she accept a cheque for $650.00 (replacement cost of the phone) instead? No reason was given for them not calling us in the first place to tell us that she would not be receiving a new phone. That in itself was poor customer relations! After conferring with Rogers to make sure that the $650.00 would indeed cover the cost of a new phone, she agreed to have a cheque issued to her. That was back at the end of April. After numerous calls to the company, we are still getting the runaround and no cheque has been issued. Thye keep saying that they have so many cheques to issue and that hers will be processed in due time. It does not take 6 weeks to issue a cheque, especially in light of the fact that they took her money immediately. When I call the number in New York, they will not let me speak to a [redacted] of any kind, or will not allow me to contact the accounting department to see how things are progressing. I have seen many ugly complaints about this company and it's making me sick to my stomach thinking that my daughter may never get her money that is owed to her. They took her $179.00 immediately and she's already bought another phone for over $600.00 so that poor girl is out almost $800.00 so far and there doesn't seem to be any light at the end of the tunnel for her. I'm hoping that you might be able to help us out!

On a side note.......Because the replacement cost of the phone was $699.00 and not $650.00 which they were offering, Alex in the escalation department did give my daughter a courtesy credit of $50.00 back onto her credit card and sent an email on May ** 2014 indicating that he did so and also said that he would start the cheque process immediately.....that was over 6 weeks ago!Desired Settlement: I want the company to issue a cheque for the sum of $650.00 immediately and send the cheque to my daughter's address Priority Post (especially since it will be coming from the United States and will probably take another 2-3 weeks if it comes regular mail). I also want them to apologize in writing for the way that they have treated her and myself when all we wanted was what was due in the first place. It is not our fault that the company is having issues and are very busy. Perhaps they should hire more staff to help out in their time of need.

Consumer

Response:

At this time, I have not been contacted by Global Warranty Group, LLC regarding complaint ID [redacted].

Sincerely,