Global Warranty Group

Review: I purchased a phone from Metro PCS. Metro PCS assigned Global Warranty Group as my phone protection company. In February my phone was not working so I called Global Warranty Group to get a replacement. I was told then that they would send a shipping label back to me and I would have to send back the old phone in order to get the new phone. I sent the phone back through UPS with the shipping label that was provided. I placed numerous follow up calls to Global Warranty Group to see if the phone was received and when will I receive my new phone. Global Warranty Group notified me that the phone was never received. All the while I am paying a monthly bill because I cant break my contract. I began the process of filing a claim with UPS so that we could find the phone. UPS then contacted Global Warranty Group letting them know the claim was closed. Now in the month of May Global Warranty Group contacted me to let me know that they will be shipping a phone out to me after all the wait I contacted them to find out where the replacement phone was and then is when one of their customer service agents notified me that the phone I had was no longer available and I was being offered a check for $400 I accepted. I called numerous times to find out where the check was and each time I was told that the check was processing. This has been 3 weeks and the check is still processing. I have incurred many of fees due to the fact that I do not have a phone such as financing fees($200), monthly phone bill($40).Desired Settlement: Global Warranty Group needs to refund me for financing fees, 2 months of phone bills and my check for y phone.

Business

Response:

check #[redacted] for $400.00 sent 7/**/14 via USPS from our ** offices

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 daughter's insured I phone 5 cellphone was stolen from her at the [redacted] airport on 1/*/2014. Police report was filed and claim was filed by telephone on/1/*/2014 with Global Warranty who promptly asked for payment of $179, their deductible fee, to file the claim and replace the stolen phone. On 1/*/2014 I was then told that a replacement phone would be sent out within two to three business days. The deductible fee was paid using my credit card which was promptly charged the $179 on 1/*/2014.

After a few days I called back to see if the replacement phone had been sent out and I was told that there were no more I Phone 5 cellphones left in their inventory, instead would I accept a $500 check to replace the phone, to which I replied "yes" . On 1/**/2014 I called to see when I should expect to receive the reimbursement check as I needed to replace my daughter's cellphone. I was told that a check was processed on 1/**/14 and I would receive it shortly. On 1/**/2014 I called again because I had received no reimbursement check to date. I was then told again that the check was issued on 1/**/2014 but was pending because that had an influx of reimbursement checks to issue others as well. I was reassured that the check was forthcoming.

I called again on 2/*/2014 to find out where my reimbursement check was and was told that their accounting department was backed up with payments, that an increase in claims had occurred since I phone 5 cellphone was no longer being produced.

Clearly they are not being truthful. Not only have they not replaced the cellphone as per the paid agreement, they took $179 deductible as well. So I am out the cost of a new cellphone AND $179.Desired Settlement: They should honor their original settlement of $500.00

At this point I had to purchase a new phone for my daughter who attends school out of state. I would like to be refunded the purchase price of that phone which she purchased at a Verizon store near where she attends school. The purchase price was $166.38 and the deductible of $179.00 Their offer of reimbursing me $500 would have more than covered the cost purchasing a new cellphone and the deductible that they took as well.

Thank you for your time.

Business

Response:

check #[redacted] for $550.00 was mailed out of our ** offices 2/**/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.

I have received a check in the mail yesterday 3/*/2014 in the amount if $550.00. Thank you for intervening, it seems to have made compensation happen.

Sincerely,

Review: I had a warranty on my phone where it would be replaced if it was stolen, broken, lost, damaged, etc. After my phone was lost, I had reported it to the police and contacted Global Warranty Group to place a claim. The claim was processed on October **, 2013 and I was informed I would receive a check of $699.00 instead of a replacement phone. The company told me that I would receive the check within 10-14 business days. It is March *, 2014 today and I still haven't received the check. I have made over 15 calls to the company over this 4 month period, but they fail to provide any details on tracking information of the check.

I have paid the company an initial fee of $170.00 and a deposit of $160.00 when placing the claim. Basically, I am down $330.00 and I don't have my smart phone.

I am currently a student who is using a basic phone instead of the smart phone I had previously had. I really need the check to purchase a new phone because the phone I am using right now doesn't have basic functions which I need such as a browser, messaging application, and various other features.

After researching the company, I am inclined to believe this is a scam because many other people have similar complaints.Desired Settlement: I just want the company to mail the check out and provide me with the tracking information of the check so I can be assured that I am actually going to receive the check.

Business

Response:

check #[redacted] for $700.00 was sent out from our ** office 3/*/14

Review: I purchased an extended warranty for my iPhone 5 for $179 from Global Warranty Group. The primary selling feature of the warranty was the guarantee that a new phone would be in my hands 2-3 days after filing a claim. At the beginning of March 2014, I filed a claim for the phone because it is no longer working properly (eg. most calls go directly to voicemail, the phone's battery dies shortly after being fully charged, etc). Initially, I was told that a new phone would be delivered within 4-5 business days, and that I would receive an email when the phone shipped. I also agreed to pay a $179 deductible and to have a hold of $799 (the value of the new phone) put on my credit card, which I was told would be reversed once I returned the broken handset. After a week, I had received no email and no phone. I called customer service and was told that my phone was not in stock, but that the company would like to send me an $850 cheque instead - they noted that they could not send the cheque instead of a phone without my authorization, and acknowledged that they should have called me to seek that authorization. I was told that the cutting of my cheque would be expedited within 1-2 business days, and that I would receive it within 4-5 business days. It has now been over a month since I filed the claim. I have called Global Warranty Group's Wireless Protection Plan no less than 5 times. Each time, I am told that accounting is 'backed up', that they can't tell me when a cheque will be sent, that they have noted on my file that someone from customer service needs to call me back. Most recently, I indicated that if I didn't receive a phone call the next day telling me when a cheque would be sent, that I would contact No Wires Direct (the company that sold me the phone), my wireless carrier and my lawyer). Nonetheless, I have still received no cheque and no phone call. I would appreciate your assistance with getting this issue rectified.

I also noted that there are a large number of similar complaints about this company noted on your website, and yet the company still has an A+ rating. While I realize that this is based on a number of factors, you may wish to re-think that rating in this case. Ignoring claims for weeks or months seems to be business as usual for this company, which is appalling.Desired Settlement: I would like Global Warranty Group to immediately send me the $850 cheque as promised, refund the $179 deductible I paid and offer compensation for the fact that I have been without phone service for a month, and as a result I have missed urgent calls related to work and family emergencies.

Business

Response:

claim was cancelled and refunded on 5/**/14 no further action to be done

Review: I purchased a protection plan for my iphone 5 as advertised by my carrier Rogers. The warranty cost me $179. My phone was lost and after filing a police report I was eligible for a new phone through their company. I had to pay another $179 deductible which was received by their office on December **, 2013. I received a phone call from GWG just prior to the deductible informing me they had no iphone 5 in stock but they would send me a cheque for $750 to cover the phone. I have been waiting for this cheque since this time. I have called GWG a few times a week asking about the status of the cheque and why I haven't received it yet and after waiting days for them to respond I am usually forced to call them back since they never get back to. They tell me repeatedly that the cheque was sent out January **, 2014. Today is January **, 2014 and there is no reason why I haven't received the cheque yet. They are of no help and offer horrendous customer service.

When reading online I am not the only one this happened to. There has been hundreds of people who have never received a cheque.

Please help me out. I don't know what else to do.Desired Settlement: I would appreciate the cheque to my address as quickly as possible. Thank you

Business

Response:

check#[redacted] for $750.00 was mailed out of our ** office on 2/*/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.

The matter has been resolved. I received my cheque today.

Sent from my iPhone

Sincerely,

Review: I purchased a wireless protection program for my Motorola Electrify M cell phone through an agent of US Cellular. In January, I needed to use the warranty and contacted GWG. They provided me a defective phone. I called to inquire about this in March. At that time GWG stated they would send me a new replacement phone since the one I have is randomly freezing and shutting off daily. Since March [redacted], GWG has done nothing to assist. I call regularly asking for a status and am told that the escalation team will handle the issue. Unfortunately, the customer service people do not have any access to the escalation team. I have been promised a call back within 48 hours (several times). I have yet to receive any communication about the status of sending me a working phone. The customer service team says there is nothing they can do except put notes in the case.

I have researched dozens of similar issues online and it appears GWG has a history of very similar issues.Desired Settlement: I would like for GWG to provide me with a working replacement phone or send a check to cover the cost of purchasing a new phone.

Review: I contacted Global warranty group to file a claim for my cellphone. They instructed me to send them my damaged phone which I did and they received it November **, 2013. They said they will send me a check instead of replacing my device but no check was delivered to me until now.Desired Settlement: I need them to send me the check immediately so I will be able to replace my damaged phone.

Business

Response:

check #[redacted] for $500 was sent out today 1/**/14. I apologize for the delay

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: This company provides a warranty for lost or stolen phones. On September **, 2013 I made a claim for a Blackberry 9790 (Claim [redacted]). I was advised that they could not replace the phone as they no longer carried it and they offered me three lower grade models. When I did not agree they "escalated" i.e delayed the matter by another week whereby someone else called and offered me another 3 models which were substandard and I did not agree. The matter was again "escalated" and on September ** Global Warranty Group agreed to issue a replacement cheque in the amount of $649.99 to cover the cost of replacing the phone. I purchased the phone with my own funds on Sept. ** and paid the requisite deductible and despite numerous phone calls to the company I have not received the cheque in the amount of $649.99 that is owing. It has been 4 months since the original claim was made and over 3 months since Global agreed to send a $649.99 cheque to me.Desired Settlement: Check in the amount of $649.99 mailed to me to cover the cost of the phone.

Business

Response:

Check in amount of $650 was sent out of our ** office on 1/**/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.

I received the Revdex.com automated message which indicates that Global Warranty sent out a cheque on Jan. **. The message requests a response from me as to whether I accept or decline. I cannot respond either way until I actually have the cheque in my possession.

Thank you very much for your efforts on my behalf as I was getting nowhere with them and very frustrated. Once I receive the cheque I will respond to the automated message.

Sincerely,

Review: On December **, 2013 I contacted Global Warranty Group/Wireless Protection Program ([redacted]) to submit a claim for a lost cellphone (white Samsung Galaxy S4 LTE 16G). I spoke with [redacted], gave him the information on the phone and the situation and was told that a police report was required to initiate the claim and a $75 deductible would be charged. He told me that once the claim was approved a replacement white Samsung Galaxy S4 LTE 16G phone would be shipped to me overnight.

On December **, 2013 I faxed Global Warranty Group/Wireless Protection Program (###-###-####) a police report as requested by [redacted]. I called Global Warranty Group/Wireless Protection Program after faxing the police report and spoke with [redacted]. She provided me with a claim number and a web site address where I can track the progress of my claim. I was also told that they can no longer get this phone and that I would be sent a check for $625 in lieu of a phone (resale value of the phone). I was told that this would be mailed out quickly, so agreed to the $625 check. Given that I would receive a check I had since replaced the phone.

On January **, 2014 I spoke with [redacted] to follow up on the status of the check and was told that they are backed up and are trying to get it out as quickly as possible.

On January **, 2014 I spoke with [redacted] again. She repeated that they are still processing it and are trying to get the check out as quickly as possible.

On January **, 2014 I spoke with [redacted] who told me they have a new system and are experiencing a backlog of work due to learning this new system and are behind in issuing checks. I told her that the phone was replaced and now I am behind. She said she would escalate my claim and have someone call me back within 24-48 hours with an approximate date for the check. No one called me back.

On February *, 2014 I spoke with [redacted]. He checked my file and confirmed that the escalation and callback were requested and that no one called me. He escalated my claim again with another callback request and assured me that my call will now be listed as a “high priority” and that I should receive a call within 1 to 2 business days. It is now February *, 2014. No call was ever received.

The professionalism and courtesy of the call center staff has been excellent. However, that of those that issue the checks has fallen far short of acceptable. I recently received my credit card statement showing that on December **, 2013 my credit card was charge the $75 deductible mentioned above. However, I still have not received the check promised. I have been more than patient and expect that which agreed toDesired Settlement: The desired outcome is that I receive the $625 as promised along with refunding the $75 billed to my credit card. Since a phone was not provided a deductible should not apply. I no longer have a need for a phone and do not want one. I DO, however, expect, immediately, the check promised and feel the deductible should be refunded as well.

Business

Response:

check #[redacted] for $625.00 was sent out of our ** office on 2/**/14

Review: I purchased 1 Year Warranty and paid in full at time of purchase.

I placed my order on the company's website and got my warranty papers emailed. on February **, 2014, I called Ensquared/Global Warranty Group to report that my phone had been overheating and that the device is no longer accepting a charge. I was told that there were no phones available & I agreed to a settlement cheque of the amount $700+ Canadian Dollars. It has now been 2 months and I have no heard or seen anything in regards to this claim. I call at least 3 times /week and get the same answer: "We are processing your cheque and our accounting department is working hard at sending them all out, we have a lot of claims to process and do not know when we will send yours". I asked to speak with superiors, even OOP (office of president) - nobody ever got back to me. In my records I have 14 emails sent-0 replied, 27 calls-0 resolution, 4 escalation requests by the agents-0 call backs. I am without a phone since. Been paying an arm and a leg to my wireless provider for services which I cannot use (and they cannot help me, since this has nothing to do with them)Desired Settlement: I need my cheque. Hands down. I also want my deductible refunded and my 1 year worth of service which I paid out already. The deductible was $95.00, the service for 1 year smartphone insurance was $69.99 - I expect my settlement cheque of $700 + the Deductible & Original Invoice Refunded, for damages caused to me. You are lucky I am not asking back for what my cell provider has been charging me, too!

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]

This is not a satisfactory answer. What does it mean?

You are supposed to indemnify me. I paid my premiums, now it's your time to indemnify me in a timely manner. 30 days is timely, this is now on its 3rd month + !!!!

I WANT MY CHEQUE. There is nothing to investigate/research/work. Write the darn cheque and get my issue resolved, YOU ARE SCAMMING ME.

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

Sincerely,

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Global Warranty Group, LLC has been resolved.

I contacted the office of the president directly twice in 3 days and finally got someone of higher level to approve this claim. Cheque was prepared and mailed out last Thursday May **, 2014 - and today (02/**/2014) I have received the cheque for the amount of $700CAD.

Thank you for your assistance in this matter.

Sincerely,

Review: WE SENT IN OUR CELL PHONE FOR WARRANTY. THEY COULDN'T FIND A REPLACEMENT, SO PROMISED A CHEQUE AS A PAYOUT.WAITING FOR 2 MONTHS WITH NO ANSWERS.

I HAVE PHONED MANY MANY TIMES IN THE LAST 2 MONTHS, THEY CAN NOT GIVE ME AN ANSWER OTHER THAN MY CHEQUE IS PROCESSING. THEY KEEP PUTTING IN AN ESCALLATION AND TELL ME I WILL BE CONTACTED IN 2 DAYS WITH AN ESTIMATE OF WHEN MY CHEQUE WILL BE SENT. I HAVE NOT BEEN CONTACTED BY THEM AT ALL ON THIS MATTER. TWO MONTHS AGO THEY TOOK MY DEDUCTABLE OFF MY CREDIT CARD, BUT ARE NOT COMING THROUGH WITH A PAYMENT ON THE CELL PHONE.MEANWHILE I AM OUT MY 230.00 DEDUCTABLE, HAVE NO PHONE,AND AM STILL PAYING MY CELL PHONE BILL.Desired Settlement: I WANT THE MONEY FOR THE PHONE. OR SINCE THERE ARE NO MORE IPHONE 5 I WOULD ACCEPT THE UPGRADED VERSION.

Review: Lost my cell phone on 12/*/13, filed a claim with Global Warranty Group 12/**/13. Claim was processed, the took a $180 deductible and sent out a replacement phone. The replacement phone was not the same as the phone I was insuring so I updated their information by confirming proof of purchase with Verizon Wireless (my current provider) and they acknowledged the change. They said that I should receive a replacement phone within 1-3 business days. They sent me an email with a shipping label and I was instructed to return the cell phone they had sent in error.

Since 12/**/13, I have called back 3-4 times trying to find out the status of my phone and they continued to assure me that it was going to be arriving within a few days. Finally, at the end of December, Global Warranty Group contacted me and let me know that they had no more iphone's in stock and would be sending me a check for $550 to cover the costs of me having to purchase a replacement phone myself. I wanted to know how they came up with that amount considering a new iphone 5 out of contract was going to cost me more money than what they were going to provide. No one ever called back to follow up on their reasons for providing only $550 check.

This check was supposed to be cut during the first week of January, again, never heard back from anyone I left complaints with. I then received an email on 1/**/14 explaining that my check was sent out via UPS and provided a tracking number that did not work when used. I called back twice since 1/**/14 and when I spoke to [redacted] on 1/**/14, I was told that I had to wait 7-10 business days for the standard mail to be received and it was being sent USPS. The [redacted] either had incorrect information or was making up the entire status of the order.

It has now been almost 2 months and I still have no phone. They took my $180 deductible within 24 hours but I still have nothing to show for the device I have been insuring.Desired Settlement: I would like to have my deductible refunded and be able to keep the $550 check they plan to send with the intentions of purchasing a new phone.

At the very least, I would like them to send me a replacement iphone 5 or better. I would like to be given a replacement to the phone that I was insuring.

Business

Response:

check #[redacted] for $550.00 sent on 1/**/14 and I have refunded $100.00 of the deductible back to your credit card.

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 did receive check #[redacted] for $550.00 sent on 1/**/14; however, I have not been refunded $100.00 of the deductible back to my credit card. Please advise of when this credit will be issued.

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

Sincerely,

Business

Response:

$100 of the deductible was refunded on 1/**/14

Review: I bought the Global Warranty Insurance 2 years ago with my iPhone purchase through a Rogers Wireless Retail Store. The warranty was bought for $150 for a 3-year coverage.The warranty suggests that my iPhone will be replaced immediately if it is lost, has any kind of water or physical damage, etc. I called mid-December to ask for stipulations or a condition to which one could claim for a new phone considering the existing phone had a crack on the camera lens. They told me that all I needed to do was send the phone to the address provided and a charge of roughly $170 will be made to my credit card and they will send me a brand new replacement. I waited about a week or so and tracked my phone to make sure it was received. I called the call centre and they had informed me that the phone had been received, however, the iPhone 5 had been discontinued. Therefore, they promised to deliver a $699 cheque to purchase a replacement phone. Needless to say, it is now April 2014 (nearly 4-months since my claim started) and I have called the customer service call-center multiple times to inquire about the status of my cheque. It is still being "processed" and the cheque has not been sent out to me, yet. I asked if I could get my old phone returned to me and to have all current charges lifted from my credit card (which is the $170). They told me that they can refund the $170 but cannot return the phone. There was no compromise of possible options- perhaps sending me a different phone of a greater or lesser value. Customer service has continuously shy away from helping me! They persist in not having any control over the situation and can only make "note" of the conversation so their escalations team can follow-through. I have left my home phone number with them multiple times in hope to get a call back with some answers. Nothing. I'm pleading for some guidance as this to me seems unethical and unjustly.Desired Settlement: The cheque of roughly $699 to replace my phone immediately.

Business

Response:

Check #[redacted] for $179 sent on 06/**/2014

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 basically cancelled my claim to have my deductible for which, I PAID, returned to me (as I no longer wish to continue having a "business" with this company). Otherwise, I SENT my phone to the warranty company to HAVE my phone replaced (which didn't take place). I am PHONELESS and I would like my phone RETURNED to me as well. IF the phone cannot be returned, THIS WARRANTY WAS NOTHING BUT A HUGE SCAM!!! I will contact my credit card company and Rogers Wireless (the company that sold me this 3rd party warranty) to consult legal action to have all my money refunded and my phone legally RETURNED to me. WHAT A WASTE OF MONEY and TIME! I cannot express the distastefulness in dealing with "GLOBAL WARRANTY GROUP" and have advised ALL MY FRIENDS, COLLEAGUES and FAMILY NOT TO ASSOCIATE THEMSELVES WITH SUCH A SCAM.

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

Sincerely,

Review: A case was opened Apr ** 2014 for a broken phone. The deductible was taken off of my Visa and the broken phone was sent in by Registered Mail. The same phone was not available so they offered me a cheque for $650.00 instead. I said ok since I use my phone for all of my dealings, both personal and professional. I have traded emails back and forth since June 2014 and have called repeatedly for updates. In the emails I am reassured that I will be receiving a cheque it is just taking a longer time than anticipated. I have since had to purchase a phone and am out of pocket the $650 cost for the new phone. 3 weeks ago I had called for an update and a very apologetic representative "made a note" that my phone had been received and that this was in fact a legit claim.In all of my emails it is noted that I have Escalations and someone would contact me but I am still waiting for that to happen to this very day. I called today to see what is up and EVERY number I have for this company is not working or the mailboxes are full. I not only am in possession of the original purshase of this insurance but have multiple emails with a representative there saying my claim is valid and a cheque will come. Not sure where else to go with problem. Perhaps legal action. Thank you

Review: I purchased cellphone insurance from Global Warranty Group on June.**.2013 which I paid $207.19 for at a [redacted] store located at [redacted]. My plan number is [redacted].

In September 2013 I filed a claim with Global Warranty Group as my cellphone fell and broke. I paid $100 for the claim, they also asked me to ship my phone to them and that they will send me a brand new Samsung S4 in exchange of my old phone which I did. Two days later a representative contacted me and told me that they don't have my phone in stock and asked if I would be okay with receiving a $700 cheque instead to cover the cost of purchasing another phone. I agreed and purchased another phone but to this day I have not yet received the $700 cheque I was promised. I contacted Global Warranty Group several times to inquire about the cheque and every time the representatives told me that they will send a note to the escalation department to speed up the process and that the escalation department will contact me. I only received a call once from the escalation department promising that the cheque will be mailed out at the end of the week which was months ago. I have contacted them many times after not receiving the cheque but I got the same response but no one from the escalation department contacted me.

In total I have paid Global Warranty Group $307.19 but have not received the service I have paid for. I did not receive the $700 cheque that was promised to me in exchange of the broken phone I sent them in September of 2013.Desired Settlement: I would like to receive the $700 cheque that was promised to me.

Business

Response:

check #[redacted] for $700 sent on 06/**/2014

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:

even though I accepted the business response I still haven't received the check they mentioned they mailed to me.

Sincerely,

Consumer

Response:

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

Sincerely,

Review: I purchased my GWG Warranty at Rogers Wireless in [redacted], Vancouver, BC in February 2013. I was thrilled because if anything happened I would be able to get a replacement phone, and I have been with Rogers for over 10 years so I trusted the employee and purchased my GWG Wireless Protection 2 year Warranty along with my White iPhone 4S.

I spoke to a GWG customer service representative on Tuesday March [redacted] after my iPhone touch-screen stopped working, amongst other issues including my power button not working, minor cracks on my screen, and the speaker's not working for music or apps. There was a deductible of $179.00, and he said I would be charged $699.00 to my VISA if I wanted to receive the replacement phone first to change the SIM Card over, and then mail back my broken phone after that so the $699.00 can be refunded when they receive my phone. My broken phone must be sent to them within 30 days of my claim being made. Fair enough, he was very pleasant on the phone and I believed every word he said.

I go check my mail box today, Monday March [redacted], nothing. So I go onto www.trackaclaim.com and enter in the information he gave me, and nothing had been sent out. I did not receive a phone call or e-mail about them apparently not having the phone in stock to send me. So I called and spoke to another customer service representative, she said they were waiting for me to phone to approve that a cheque of $450 can be sent out to me in lieu of the phone. This is not what I purchased my Warranty for! She had no legitimate answers for me on when it would be sent out, just that they have hundreds of cheques that are being sent out a day, so it could take longer? What? They did say I can wait to send back my current phone until I receive the cheque. But when I read all these reviews on the Revdex.com, looks as if customers have been waiting months to receive their cheques. I asked her if I could please be e-mailed a tracking number when my cheque is sent out, and she said she wouldn't be able to, and because I have a live.com e-mail address that I probably wouldn't be able to receive e-mails from them. I was told that the "Escalation" team would be contacting me regarding this. But by the reviews, it seems as if they don't contact anyone. I just want answers.

All I want is to be assured I will receive my cheque in the mail within the next week and a half, so I can mail back my phone within their 30 day period, so my $699.00 can be refunded back onto my VISA.

This feels like such a scam, their customer service representatives have no answers, and I am beyond disappointed that I even purchased this Warranty through Rogers.Desired Settlement: Cheque placed in the mail before or by April [redacted], 2013, no later, and receive a phone call to me with a tracking number of the envelope. I will then send back my broken phone once I receive my cheque, I will track my package, and expect my $699.00 refunded immediately when I see that they have received my broken phone, that I am supposed to mail to Pro Mobility Inc in [redacted].

Business

Response:

I have processed the documents for the check since customer just accepted the check via this Revdex.com Complaint. I can't guarantee the check by April [redacted] but will do my best to ensure the check is sent within the next 7-10 business days.

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 would like to be notified immediately the day my cheque is sent out in the mail to me, with a tracking number. I will be satisfied once I am assured that this happens before or by April [redacted], which is exactly 7-10 business days. I was told over the phone that the 30 days to receive my old phone may be extended to 120 days to be able get my $699.00 returned to my VISA. I will send my old phone back, as discussed with the GWG customer service representative, once I have received the cheque. Thank you, I look forward to my confirmation.

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

Sincerely,

Business

Response:

check #[redacted] for $450.00 sent 4/*/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:

They have not provided me with a tracking number or anything. I will be looking for my envelope in my mail. Hopefully it arrives soon so I can return my phone by the suggested date of April [redacted] so I can get my $699.00 returned onto my VISA. I wish there had been an easier way to deal with GWG Canada, when I renew my contract with Rogers sometime next year I do not think I will not be purchasing through this company again. I do appreciate them for at least responding to the Revdex.com, since they obviously don't respond to their customers, or provide any answers. Like I said I will be looking for my cheque in my mail, but until it arrives, I still remain unsatisfied.

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

Sincerely,

Review: After buying a warranty and making a claim it has been 4 months and I have not recieved my phone nor a check to purchase a new phone.

At first they did not have my phone in stock for replacement and I was offered a check to cover the cost of replacement. I chose to take the check, but that check never came. For 2 months it was clearing in the accounting department. I called back several times and it was still clearing through accounting. Finally I called and they checked the status of their phone stock and my phone was no available for replacement. I chose to get my phone replaced because I could not wait on check anymore. They sent my phone to the wrong address and now it is in an UPS warehouse. This has been a 4 month ordeal.Desired Settlement: I would like to recieve my replacement phone and a refund for the money I spent to become part of this phone replacement program, which is around $300.

Business

Response:

Device was shipped to the shipping address listed on the account and we have not been notified that there was a problem with the address.

We will call [redacted] today to get an updated address and will reship the phone.

Thank you,

Shipping address on file:

Review: We purchased a 2 year Wireless Protection Plan on May **, 2013, for a Samsung Galaxy wireless phone from We R Wireless in [redacted]. On Sept. ** the phone broke. We tried to submit a claim on that date and was told that the plan had been cancelled at the point of service, (the above referenced store). This was a fraudulent cancellation as we never requested it to be cancelled and the store had not authority to cancel it. Finally, after a week, the plan was reinstated and on Oct. *, 2013, we submitted a claim to have the phone replaced and $90 was charged on my credit card for the deductible and a $301 hold was put on my credit card to be charged if the broken phone was not sent back to them by Nov. *, 2013. On October *, I called to check the status of the claim and was told that the phone was no longer available and they would issue a check for $625, which I approved. Was told it would take 10 to 14 business days to receive the payment. I requested that the time-frame to return the broken phone be extended since I was not going to send the phone back until the check was received and it was cutting it close to the Nov. * date. Was told the request would be noted. On Oct. **, called again to check status, was told the check was sent on Oct. **. On Nov. *, I called again as I still had not received the check and there was no way they were going to get the broken phone back before Nov. * and I did not want to be charged the $301. Was told they would look into it and see where the check was and call me back within 24 to 48 hours. Nov. *, 72 hours after my last call, still had not received a call back, still have not received the check, was charged $301 on my credit card for a broken phone and no new phone. Called the company back, no one could tell me the status and a supervisor was to call back, but still nothing.Desired Settlement: There are multiple things I desire for settlement. First, the $625 due me for the insurance claim so I can get a new phone and secondly, the $301 credit card charge to be reversed. They will get the broken phone back after the insurance claim is finally settled. Basically, they have charged me $99.99 for the insurance plan, $90 for the deductible, and $301 for the phone which is broken, and I have received nothing!!!!!!!!!!! This whole plan is screaming "FRAUD".

Business

Response:

Check was sent to the customer via usps on 11/*/13 for the amount of $625. We also refunded the customer's deductible of $90.00 on 11/*/13 for the inconvenience and delays.

Review: I lost my phone somewhere in the beginning of 2013 and I have filed a claim.

(1)At first I received a defective/partial cell phone and after reaching out to customer service I had to send it back and a new phone was mailed.

(2)Now after 5-6 months this (second) phone I received turns out to be a stolen phone and I came to know about this from a Maryland police department detective who was investigating a whole bunch of stolen phones. After scrutinizing she found that GWG (global warranty group) was the source for 2 more such cases. With her help and very very painful embarrassing and long process I received a new phone and the old phone was shipped back to GWG

(3)Now after 6 months, I had some problem with my sim and hence stopped by at my carriers store to get it changed. Turns out that my IMEI was found again in lost/stolen database. Now I am forced to not have a cell phone for over a month since my carrier rejected my request to provide a new phone and Global Warranty Group takes for ever to get back to me. I have made repeated calls with little effect. Finally I was told that they cannot find me a phone and instead they will pay me $350 (no negotiation) I did speak to the supervisor on phone and she was the most rudest customer service person I ever spoke to. With no option I agreed to accept $350 (remember I dont have a cell phone) and now the wait starts its 3 months and many many many calls and no one ever got back to me. Every single time I call up I have to explain the whole 9 yards and then few agents feel bad that this has been dragging for so long. But then they all say we will escalate and someone should call me back in 24-48 hours ... never, never did that happen. One point to note here is after I agreed to take $350 I got an automated email saying that something was shipped with a link to track. After a call with customer service turns out that it was a check mailed to me and the tracking link per them has nothing in it since this is a manual mail and not a cell phone parcel. After waiting for many days, when I call the customer service again, they now say nothing ever got shipped and the whole story starts.

I wish I purse legally with these guys for duping customers but the hassle I had to go through so far never motivated me. I wish this does not happen to anyone else and hence this elaborate description of the problem I went through.Desired Settlement: The amount of pain and agony I had to go through is simply non explainable. The kind of embarrassment I had to go through when I stopped at my carriers store cannot be put in words. Who ever said at the carrier store to return the phone to the original owner as it is stolen was probably doing the right job but look at what I was put into.

I need all my money to be refunded and I hope no one else should go through this.

Business

Response:

check #[redacted] for $350.00 sent 7/*/14 via USPS

Review: I purchased an extended warranty for my apple iPhone 5. In January, 2014, I lost my phone and filed a report on January **, 2014. The claim was processed and they charged me a deductible of $179.00 on the same day. I was told that a replacement phone will not be issued but instead I would receive a cheque for the value of the phone, $750.00. It has been almost 3 months and I have not yet received the cheque. I have called their office 4 times and requested a call back regarding the status of my claim yet they have not given me a courtesy call or email back. Their website, [redacted], lists my claim as processed and closed but I have not received anything to date. I requested that they refund my deductible but that has not been done either. My reference with them is [redacted] and it is regarding the phone associated with the number ###-###-####.Desired Settlement: I am requesting to have my warranty honored and a payment received in the amount of $750.00 which represents the value of the phone and the amount I was told I will be sent. I am also requesting my deductible be refunded due to the lengthy delay and hardship this has caused me.

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:

There is no actual solution to my issue but rather a generic response.

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

Sincerely,

Business

Response:

check #[redacted] for $750.00 sent 6/**/14

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Global Warranty Group, LLC has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,