Global Warranty Group

Review: When I signed up for a new phone and contract with [redacted] they offered a third party warranty option. I purchased a 2yr warranty for my LG G2 cell phone on November **, 2013 from Global Warranty Group, Wireless Protection Program Association, the cost was 129.00. On February **,2014 I called to file a claim because I dropped the phone and broke the screen. A new phone was to be delivered within 3-5 business days. I paid 100.00 deductible with my [redacted] rebate card to ensure I would send my broken phone back. A few days later I received a call to say they didn't have anymore G2 phones so they would be issuing a check for 550.00. The check was to be sent out within 3-5 business days. It is now 6 months later and no one seems to have any information.Desired Settlement: I would like to receive my refund check as soon as possible.

Business

Response:

check #[redacted] for $550.00 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: I purchased Global Warranty through Verizon wireless when purchasing a cell phone for my daughter. My daughter lost her cell phone over the holiday and I called Global Warranty wireless protection program that advertises "our claims department will make every effort ot process your claim expeditiously to ensure rapid shipment of a replacement phone," "30 day waiting period," and other quotes. They asked for a police report in order to start the claim process, so I obtained a police report on 1/*/14 which I faxed over that afternoon. Since 1/*/14 I have made multiple phone calls because I have never heard back from them. The first 2 or 3 calls informed me that the "claim was processing and they were waiting to hear from them." Finally on 2/**/14 I started to document the phone calls and who I was speaking with in order to try to get this resolved. In one of my multiple phone calls I spoke to [redacted], unsure of date, who informed me the "check was processing." On 2/**/14 I was once again informed by someone that the "check was processing" and asked to speak to a supervisor. I spoke with [redacted] who I informed I was filing a complaint, and he wasnt sure why I had not heard from them, nor why it is showing "check is processing," but he would send a message to claims to inform them that I once again placed a call and have not received a check or a phone. I informed [redacted] that Verizon had informed us that they could of replace the phone with a 5C and not sure why they werent doing that, and he mentioned he would make a note of it. [redacted] took down my cell number and said I would get a phone call in 2 days with the status of the phone or check. On 2/**/14 I have still not received a phone or a phone call, so I once again called and spoke with [redacted] who was aware of my phone calls from messages posted on the claim and said he was not sure why I hadnt received a phone call either but would send another message. I verbalized my frustruation and the fact that I paid for the service and their advertisement is not the service they are providing. If I had not paid for the service or had missed payment they I would not have been able to replace the phone and this process has take 2 months and we have not received anything yet.Desired Settlement: I would like a rerfund check or NEW upgraded cell phone and would like to have the services that they "advertise" free of charge at least for the amount of time I was asked to wait because it is "still processing."

Business

Response:

check#[redacted] for $550 was mailed out of our ** offices today

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: filed a warranty service for my phone .

didnt get a check.

its been almost 5 monthsDesired Settlement: 700

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:

Consumer has not received the check.

Why don't you guys give us the chque about my phone until now?

Bieacuse of irresponsible of behavior of GWG and Rogers, I have suffered without cellphone since February, as much as 5months.

Please Please! I am expecting to get reparation as soon as possible.

?

Sincerely,

Business

Response:

check #[redacted] for $500 sent 6/**

Review: Opened up a file to receive warranty service.

Still did not get anything

Cheque value of approx 600

It's been over 6 months and I want this to be solvedDesired Settlement: 600

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:

Hello.

"My name is [redacted] and I still did not receive my cheque. Please assist. I reject the response from the firm."

.

Sincerely,

Business

Response:

check #[redacted] for $525.00 sent 6/**

Review: Cellular phone insurance through this company. Filed a claim for replacement of a broken phone on 2-*-14. They secured $100 for my replacement cost and put a hold on bank account for $275 in addition they were to overnight new phone and when we returned the broken phone they would credit back the $275. Received a call 2 days later they could not replace the phone and there were no comparable phones so they would send a check for $600 -their perceived value of the phone-and we would need to buy a new phone. I was then told I would receive an email with the return information of the old phone. I have called 16 times since. I still do not have a check. I received the email with the return info on 2-**. We had to purchase a phone because it is our only source of communication and I have 2. Children. The phone was $700 for an exact replacement. They still have my $100 and $275. So they have $975 of my money tied up. In addition I have lost other money because of late fees etc since I do not have the money for the phone. The promised overnight replacement service has not been honored. In addition I have been promised return calls from the claims division and have never heard back.Desired Settlement: Any help you can give to process the money owed to us would be helpful

Business

Response:

check#[redacted] for $600 sent 3/*/14

Review: I purchased Insurance through this Wireless Protection Plan for my cell phone in Dec 2012 , I paid 99.00 for 2 year contract to replace a phone for any reason, , and on 2/*/14 my phone stopped working , I called paid and additional 90.00 for the "deductible" . they sent me a replacement phone on 2/*/13 but this phone was broken also. I have been calling the company every [redacted] day since 2/*/14 and still have no replacement phone. I keep getting the runaround and I am afraid they may charge me additional 300.00 because I have not returned the broken phone. They have told me prior to hold both phones until I receive a working phone. Today I just received an email stating they mailed me a phone on 2/*/14!! And sent the tracking number stating that I have rec'd the phone!! That was the broken phone and I have been fighting with them since. I feel they are scamming me and am concerned about the 300.00 because they now have my credit card .They originally told me not to return anything until I receive a working phone . They state 48 hours to receive a new device. I still do not have a working phone , Can you please help me.

thank you

[redacted]'Desired Settlement: I would like my replacement phone, to be credited the 90.00 deductible and even the 99.00 for the purchase of the plan because I would never use them again, so total amt credit 189.00 and a replacement phone. Thank you

Business

Response:

We apologize for the delay and inconvenience. I have sent over an order to have your WE R Wireless dealer where you purchased the phone so they can provide you with a BRAND NEW phone and bill us for that phone. I show the closest location to you would be the location at below

Phone number: ###-###-####

Review: I purchased a phone from [redacted] on Aug [redacted] 2013.

With the purchase of the phone I was recommended by the sales person that I purchase insurance from Global Warranty Group.

I accepted and paid $99 for 1 years insurance with GWG.

I broke my phone and made a claim with Global Warranty on March. ** 2014

I paid the $100 deductible that I was told I had to pay to get my phone replaced.

I sent my phone to the place that I was told to send it to and they took the $100 from my credit card.

I was told it could take up to 3 weeks to receive a check for $700

It has now been over 6 weeks and I cannot get a straight answer from them as to why it is taking so long to receive my check.

I have called numerous times and they dont know why it is taking so long and just tell me to be patient.

I am paying $80 a month for a phone that I do not have because this is taking way too long.Desired Settlement: I want global warranty group to fulfil their commitment and delivery me the $700 check that I was promised.

Business

Response:

check #[redacted] for 700.00 sent 5/**

Review: I have a cell phone replacement contract with Global. I placed a warranty claim on Saturday, January *, 2014 for a cracked screen and I was told that my replacement phone would arrive on January [redacted] or January *. I paid a $179 deductible at that time and was told I would be charged $699.99 if my bad phone was not returned on Feb *. I called the company on January * to check on the status and was told that they could not replace the phone at that time and was offered money that would not cover the cost of a new phone that would take 4 to 6 weeks to arrive. I asked for my case to be escalated and was told that someone would call me back in 2 business days. I never received a call back. I kept calling ever few days and asked for a call back from the escalation department. The call center kept telling me that someone would call me back in 2 days. No one ever called me back. The call center staff that answered the phone tried their best to help my but kept saying I need to speak to someone in the escalation department. I called them at least 10 times.

I went to a Verizon re-seller store three times to ask for assistance. I finally got someone to assist me at the Verizon store and they contacted the company through their dealer program. They also had a hard time getting a call back but finally got through and a new phone finally arrived on February [redacted] However my credit card HAD ALREADY been charged the $699.99 on February [redacted]. This was BEFORE the replacement phone was received and BEFORE the stated date. I requested that the date be extended until we received a replacement phone and were able to have the data transferred when I requested to have some one call me.

Global did not even give us time to get the data transferred from our old phone. They charged my card before the replacement phone even arrived. The old phone is being shipped back.

This has been the worst experience and the worst customer service I have ever had in my entire life.Desired Settlement: The $699.99 refunded back to my credit card plus interest.

They should not be able to place a charge like this on someones account prior to providing the replacement product as their contract indicated. This date should have been extended since they were negligent in replacing my phone in a timely manner. They should not be able to treat consumers this way.

Business

Response:

I do show that the phone was finally received by the customer on 2/*/14. I apologize for the delay and all the issues and for that I have refunded the entire deductible of $179 back tot the customer credit card. I also show that we received the broken phone today 2/** so I have refunded the hold of the $699.99. It normally takes 3-5 business days to see those refunds.

Review: Took out insurance with GWG when I purchased a cell phone. Made a claim in February 2014 when the phone had problems> Was told they could not get me a replacement phone ( I Phone 5) so would I take a cheque instead. I agreed and was told to send them the phone. I was charged $179 deductible and they putt $699 against my credit card until they received my phone. I was refunded the $699 but still have not received my cheque. Have been in touch with them by phone and email at least a couple of times a month but keep getting the run around. Told they are overwhelmed and will be in contact with me when the cheque has been issued. It has been 6 months. I called today and the phones are disconnected. This company is fraudulent.

I am out $179 deductible plus the I Phone they have plus the cost of the policy. That is over $1000.00 !!!Desired Settlement: I wish to receive the refund cheque of $699 I was promised.

Review: I had purchased an Iphone 5 through Fido in March 2013. With the phone purchase, I purchased a warranty from GWG (Global Warranty Group Wireless Protection Plan). The Warranty promised that if my phone had any type of damage, if it was stolen, lost, etc I would have to pay a deductible and a brand new phone would be sent in the mail to replace the broken, lost, or stolen phone. This warranty appealed to me so I bought the warranty for $179.00 with the knowledge that if I needed a replacement phone I would have to pay another $179.00 deductible. I lost my phone at the beginning of June 2014. I had called GWG and asked for a replacement. Of course I had to go through the procedure of filing a police report (which I did), then I proceeded to send my $179.00 deductible through money order in the mail. They gave me a claim number to see when my phone would be shipped and when they received my deductible. On July [redacted] 2014 they received my deductible and on the website ([redacted]) I had an alert to contact them. When I contacted GWG they told me that they no longer make Iphone 5's and asked if I would accept a $650.00 cheque in the mail. I accepted. two weeks later I called to see when the cheque would be mailed. They told me they were unaware of this information and that they had to contact their corporate offices to give me a tracking number on the cheques. I called again every couple of days, same responses. The last week I have tried to contact the Canadian lines for GWG (as the main office is in New York) and their websites are completely down, every single one bother Canadian and American. You cannot reach them by phone at all and I have even tried calling the main office in New York and the line just disconnects and goes BEEP BEEP BEEP... I am so frustrated because I put over $300 into this warranty and now I have no phone and $300 out of my pocket!!! I cannot reach GWG AT ALL !Desired Settlement: I hope to either receive my promised cheque of $650.00 or my money back COMPLETELY!

Review: I put in a claim with GWG 4 mths ago. On top of the original $100 for the warranty on my phone I gave them $381.00 as a hold until they send me either a new phone or the cheque of $586.00? Approx. And I send them my old phone. I have called at least once a week for reasons. None has been given that were acceptable.

Now it has been 4 MONTHS! Still nothing!Desired Settlement: My cheque so I can get my new phone and the $381.00 released from my credit card.

Review: I pay for phone insurance for my DROID Razr Maxx HD through the Wireless Protection Program which is a Global Warrany Group company. When my phone broke on ** November 2013 I called to file a claim. I gave all the appropriate information and was told that there was an error while processing my payment. I then asked if since there was a transaction issue if it would be quicker if I sent my cell phone to them after they e-mailed me a shipping label and I was told that this would not get my phone to me any quicker. The WPP representative said that there wasn't anything they could do at the time since they needed to wait for the escalation department to get involved now since there was an error. I still did not recieve a call back by late afternoon on Tuesday ** November so I called WPP even though I was under the impression that the phone woul dhave been mailed to me on ** November. A package containing a phone arrived ** November 2013. After examination this phone was not the DROID Razr Maxx HD phone instead it was the DROID Razr Maxx; a lower end phone. As soon as I opened the package at 12:37 I called WPP to let them know that it was an incorrect phone. The representative told me that they would escalate the problem. I called late afternoon * December after still not hearing any information from the escalation department. I was told that they were still within the 24-48 window hour since it apparently started the next business day which was not until * December becaues the office was closed on ** & ** November because of the Thanksgiving holiday. I still attest that the first business day should have started on ** November since that is when I originally called. Still on * December I didn't receive the phone.

I have been calling either everyday or every other day regarding this claim (as seen on the transaction report). There has been zero progress. I still do not have a phone nor do I have a tracking number. I have missed personal and business opportunities. I have had to buy phone cards, pay for phone calls, and I am paying for a cell plan that I am not using.

Transaction Report:

call -- escalation 11/**- updated credit card for the on hold

call-- 11/** - called to check status on claim, redid escalation

call -- 11/* - called to check on redo status, because of holiday closure still did not work on it

call -- escalation 12/* -- escalation response that recieved the wrong phone, starts a redo on 12/*

call -- escalation 12/* - called to be compenstated

call -- 12/** - called about phone status and replacement

call -- 12/** - called about when phone going to be shipped, extra refund, has been almost 2 weeks since redo process

call -- 12/** - request about a call back

call -- escalation 12/** - requested status giving all three numbers

call -- escalation 12/** - showing response phone was ordered on the 6th

call -- 12/** - had not recieved no contact

call -- 12/** - still haven't recieved call but told I would have

call -- 12/** - called after I never got called back

call -- 12/** - called with Verizon on the phone

WWP call -- 12/** -WPP called my broken cell phone

WWP action -- 12/** refund 25 dollars w/ call but no voicemail

WWP action -- 12/17 refund 50 w/o callDesired Settlement: I have been paying for a service for the last year with the expection of timely service. I expect to be refunded for the amount I have been paying over the last year and the deductible of the phone that I am recieving. I also think this company needs to change their business processes because I was told that

Business

Response:

I show phone was delivered on 12/**/13 and I have refunded the entire deductible of $150.00 for the 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:

I do not feel as though this issue is resolved considering the phone that was sent is not the correct phone that should be replaced.

Sincerely,

Business

Response:

I show the contract has the Motorola XT926M Razr MAXX HD and I show that is what we sent out. If that is not accurate please have customer call me directly ###-###-####.

Review: I had purchased a warranty for my samsung2 cell phone from promobility wireless, as an add-on when I purchased my phone from Rogers communications. In October 2013 the phone failed. I contacted the warranty provide (promobility) they instructed me on how and where to send the cell phone. After a two weeks I contacted them to learn the status of the repairs. I was informed at that time the cell phone was non-repairable and a refund cheque of $475 would be issued to me in -6 weeks. As of July 2014 I have contacted promobility every month and told the same answer " we have a large amount of cheques being issued and your refund will be expedited" I have spoken with telephone reps, floor supervisors, managers. All tell me the same thing. [redacted] is the [redacted] and refuses to pay the warranty claims. I have contacted Rogers communications in regard to this matter and they say their hands are tied because promobility is a re-seller. The cell phone involved is a Samsung S2, # ###-###-####, [redacted], track-a-claim number [redacted].

Product_Or_Service: cell phone warranty

Order_Number: [redacted]

Account_Number: ###-###-####Desired Settlement: DesiredSettlementID: Refund

Refund the specified $475

Review: Back in August I filed an insurance claim on a phone through Global Warranty group. I mailed them the phone and paid the deductible as required and was notified that the phone was not available and they offered me a $500 dollar check in exchange. As of November [redacted] I still have not received the money or a replacement phone. Despite numerous attempts to contact the company I have not received a definitive response on when to expect this issue to be resolved.Desired Settlement: I want the phone to be replaced as was originally requested or a check issued to me in the amount of $500 immediately

Business

Response:

check was delivered to customer UPS tracking [redacted] on 11/**/13. His deductible of $75 has also been refunded back to the customer.

Review: I filed a claim for 2 cell phones on 2/*/14. One phone has a cracked screen and the other has a faulty charge port

It has been nearly a month since I submitted these claims and I still do not have resolution. 2 weeks after submitting the claims I received a call notifying me that the phones were not available and I would receive a check for $580 to cover the cost of a new phone at a retailer. I was assured they had checked with the retailer and this would cover the cost of the phone. At the time of the claim my deductible of $75 was charged and a $500 hold was placed on my credit card to ensure return of the broken phones. I have been told my credit card will be charged on 3/*/14 if these phones are not returned. I now see that these claims are closed according to the claim tracking tool on their website. I was assured that my credit card would be credited if they do get charged however I do not feel I should be penalized for their inability to fulfill the claim.

At this point I have not received the checks for $580 and am unable to return the phones until I receive these. Upon further research I have discovered 2 things 1. I will not be able to replace these phones due to the fact that the retailer does not even carry them so we will have to pay a fair amount extra for a equivalent phone 2. Reviews for the company indicate that this is a common practice and many others have waited more than 3 months for resolution of their claims.Desired Settlement: I do not expect my credit card charge on 3/*/14. I would expect a check to cover the entire cost of an equivalent phone. I would also expect some sort of compensation for the delay such as a return of my deductible.

Business

Response:

check#[redacted] for $580.00 was mailed out of our ** office on 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: It is 3/**/14 and I have not received a check yet. I would expect 2 checks for $580 as I have made 2 claims

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

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 received the first check today. I would like to leave this complaint open until I receive the second claim check. It is unclear to me as to why these checks were not sent out on the same day as the claims were placed on the same day

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

Sincerely,

Business

Response:

Check #[redacted] for $580.00 sent 3/**/14 from out ** offices.

Review: They took money ($699.99+$179=$878.99 in total cdn funds on 4/**/2014) from my credit card to send us new phone in april/2014 , but they never send us new phone under warranty.

Review: I had a warranty plan for my Samsung Galaxy S3 from this company that would replace the phone for damages. I opened my claim on May *, 2014 and sent in the phone on May **, 2014. I had to call them to ask about the status of my phone and they said that they had no more Galaxy S3 in stock and would send a cheque of $578. I have escalated the issue to their accounting department and received an email reply on June **, 2014. I then sent an email to that email address on July *, 2014 and have yet to wait for a reply. This is taking far too much time and would like the cheque as soon as possible and a reply on the status of the cheque. The company is able to receive a deductible and a deposit through credit card and also able to put credit into your credit card, but I do not see why they cannot deposit the reimbursement the same way as well.Desired Settlement: Send my promised cheque.

Review: I purchased a tablet for my son and the power button broke. I sent the tablet in after making the claim and sent them a copy of the receipt and after sending the copy of the receipt they said I would be issued a check to replace the tablet and then I never heard from them again. I just now found out they went out of business and have no way to either get my broken tablet back or the money to replace it. I know they aren't Revdex.com accredited anymore but I don't know what to do and I was also wondering if there's a class action suit against them or not.Desired Settlement: I either want my money to replace the tablet like promised or send me my sons tablet back plus $50 for repairs to be made and my money for this so called warranty service. Or I want to start a class action suit.

Consumer

Response:

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

Sincerely,

Review: We had made a claim back in Dec 2013. We paid the deductible and they were to issue a cheque to us which we have not received. I have made numerous calls and no one has called us backDesired Settlement: I want the deductible refunded and I want the cheque for the amount that they owe us

Business

Response:

check #[redacted] for $578.00 sent 6/**/14

Review: On November **, 2012 I bought a 2-year phone insurance policy from [redacted]nsurance. On March **, 2014 I initiated my first claim against this policy for my defective [redacted] Samsung Galaxy S3. On March **, 2014 a replacement phone was finally shipped to me. This phone had a [redacted]ack cover on it and was flashed with a [redacted] ROM but in fact was not a [redacted] phone, rather it was a phone from China. This was evidenced by the phone's irregular baseband number and the fact that it could not update its operating software. I called [redacted] about this and a replacement phone was finally shipped to me on March **, 2014. This time, the phone had a [redacted] back cover on it but in fact was flashed with an [redacted] ROM. I called [redacted] to complain about this, was escalated to their customer care team, apologized to and assured they would call me within 1-2 business days to discuss my request to just receive a check for a new phone. After never being contacted, I called [redacted] today, April *, 2014 and was told that they did call me and that they left me a voicemail explaining that I need to ship one of the replacement phones back before they will send me another replacement phone. They did not call me - the number they claimed to call is a [redacted] number which keeps digital records of all incoming calls and voicemails. Nonetheless, I am willing to ship back one of the phones but it is unacceptable that I being forced to jump through hoops that are the result of [redacted]'s actions. It has been over 3 weeks since I first initiated my phone replacement claim.Desired Settlement: Cash for a new [redacted] Samsung Galaxy S3.

Business

Response:

we can do another redo and send out replacement phone but need one of the replacements back first. I show we sent you a prepaid UPS label to use if you did not receive please call us at ###-###-#### to resend that label.

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]

The phone was sent out yesterday but a redo is ridiculous at this point. That will be the third phone received after over 3 weeks. A check at this point is the only option to ensure I am actually getting what I bought insurance for in the first place.

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

Sincerely,

Business

Response:

Again we can offer to send another S3 or a check for $450.00

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.

I just wanted to see if I could update the record as "case resolved"? GWG finally sent me a $450 check and I know the case had been closed because they hadn't responded within the original time frames.

Thanks for your help.

Sincerely,