Global Warranty Group

Review: 2 year wireless protection program with Global Warranty Group

I lost my cellphone(Samsung Note) on last December, than I claimed to get a new cellphone, They offer me $500 check, because Samsung Note is Discontinued.

I accepted that offer and paid deductible, but they didn't sand me a check.

I called them over 10 times, they keep saying 'it's still processing'.Desired Settlement: sand me the check and wave my deductible

Business

Response:

check #[redacted] for $500.00 sent 7/** via USPS from our ** office

Review: At the end of May, 2014 I cracked the LCD screen on my Samsung Note 2 cell phone. I filed a claim with the Wireless Protection Program immediately and sent my phone, charger, and battery, as instructed via Priority Post to the office in [redacted]. They received it within 2 days and debited my credit card with the deductible ($95) on June [redacted]. I was told by the customer service rep on the phone when I filed the claim that the turn around time on repairs would be within 5 - 7 business days. I didn't hear back from anyone and after waiting for 7 days I phoned the company again inquiring as to where my cell phone repair was at. The customer service rep told me at that time that "Oh, someone was going to email you to tell you that your phone can't be fixed and that they were going to send you a cheque for the replacement value" I was a little irritated at that time as after 7 days, someone was "going to email me" with that information and hadn't yet. I confirmed with her over the phone the replacement value ($600) and she said she would expediate it to accounting and have them send out the cheque within 5 - 7 business days. I asked if they could re-credit it to my credit card for faster service and she said that would not be possible. I waited another couple of weeks and didn't receive anything so I called the company again. I spoke with the same customer service rep, and she told me again that she would send another memo to accounting and tell them to expediate the cheque as I was now well into a month of not having my cell phone. AGAIN, I waited. I called again on the [redacted] of July and spoke to another customer service rep. He told me that he would send a note to accounting and ask that they expediate the cheque. We had a fairly lengthy conversation, and he told me that "they were not prepared for the turn around in technology and that they were 'writing cheques everyday' trying to get caught up. I am not that interested in whether or not the company was prepared or not! I sent my phone in paying an extra amount to have it there within 2 days, paid my premium and my deductible! I told him that I understood that he was only a customer service rep, and I asked to speak to someone in accounting. He told me he couldn't give out that information. I expressed to him that I was now 44 days without my cell phone, which I use for my business, as well as still paying on a monthly contract! AND I do not have my cell phone, or have I received a payment so I can

pay out my existing contract and begin another one. He could only tell me that all he could do was "send a memo to accounting and tell them to expediate a cheque. He also told me that someone would contact me by Tuesday July [redacted]. It is now Sunday, July [redacted], and I haven't heard from ANYONE. I am 68 days without my cell phone, or payment cheque, and I am a little ticked off to say the least. It is not my issue that the company was not prepared for "the fast pace of technology turn around". I wasn't prepared either to hear that my Samsung Note 2 was considered old technology at 16 months old! In good faith, I paid my premium, my deductible, and sent all the required hardware to the company within the required 10 days after filing my claim. I was assured by my service provider that the Wireless Protection Program was a very good company to deal with. I am very disappointed that I am now almost 3 MONTHS from resolving this issue. I have been out in the field working since the [redacted] of May without my only communication tool and no resolve to the issue.Desired Settlement: I would like to have the check sent IMMEDIATELY via overnight courier, or priority post, or however they need to get it to me so I can resolve this issue with my cell phone carrier

Review: I purchased warrantee for my Samsung Galaxy S3 when I first purchased my phone which was to cover accidental damage. On May [redacted], I dropped my phone and the screen broke. I called GWG insurance and they advised that it would be a $95 deductable and that they would have to put a $381 hold on my credit card until they received my old damaged phone. I paid the deductable, put the hold on my card and sent in my phone. I hadn’t heard anything for a few days, so I called back and they said that they couldn’t replace my phone and would send me a cheque. They did receive my broken phone and gave me my $381 back. I have been waiting since for the cheque I was promised. I have contacted GWG a number of times and have been told that it is at accounting and that a cheque would be sent. I asked to speak to someone in accounting to let me know how long it would take, so they put a note in my claim. I have yet to hear anything. Every time I call, they tell me that it has been escalated. I never receive a call back and haven’t heard anything from them.Desired Settlement: I simply want to receive the cheque I was promised.

Review: I purchased an extended service agreement for my iPhone, I paid the deductible to receive a replacement phone, I was told they do not have a phone available, and to check back in 5 days. I waited and called back but am not getting any response at all. Every avenue I have to contact them has failed.Desired Settlement: I want everything I have paid them refunded to me. The initial 169.00 plus tax, the 179.00 deductible, and the $699.00 "hold" that put on my credit card.

Review: I initially purchased a two year warranty service for my cell phone from Global Warranty Group on January **, 2013 believing that I would be covered if anything ever happened to my cell phone. I was convinced to go with Global Warranty Group do to their reasonable prices and their claim to handle warranty claims in a timely manner. Fast forward to April **, 2014 and I had lost my phone. I called Global Warranty Group and followed every instruction I was given when I placed my claim. Two weeks went by and I had not heard back from Global Warranty Group so I called back to check the status of my claim. I was told that they could not source a replacement for my phone and that they would instead settle my claim by mailing me a check. I was initially pleased with this outcome because it would allow me to replace my phone myself. After this agreement, I started calling every week to get a status update on my claim and every representative echoed the same thing: "All processing steps have been completed with your claim and we are now waiting for accounting to issue your check". Months have passed by, endless phone calls asking for a status update have been made and I have yet to receive anything and have yet to be given an update on my claim. I tried to call back again on August **, 2014 and now their phone line seems to be cut off. I am extremely displeased and feel extremely mislead.Desired Settlement: I would like to receive the settlement promised by Global Warranty Group in a timely matter with a guaranteed time frame.

Review: I paid $200 for full coverage to provide a new phone if was to break mine. When I sent my report the lady said it would take 7-10 days to deliver, which was over two weeks ago. The original contract says the company would provide a new phone in 3-5 days.Desired Settlement: Please refund my purchase if they have no intention of delivering my phone!

Consumer

Response:

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

Sincerely,

Review: When phone purchased paid $179 for insurance on cell phone.

When phone broken paid another $179 to them and returned broken phone.

When they could not replace phone (had none) they promised check for $650 in four to six weeks. (That was first part of December).

When I call them now they just say the check has been processed and someone will call me back. I have been calling for almost two weeks, numerous times, and no one has called me back. When you ask to speak to [redacted] they refuse, saying nothing can be done - you just have to wait. I think they are stalling hoping I will just go away. I don't understand that when you purchase the insurance it is $179, but when you turn in a claim you have to pay them another $179 fee for processing your claim.Desired Settlement: I just want them to pay the $650 they promised me and stop giving me the run around on the phone.

Business

Response:

check #[redacted] for $650.00 was sent from 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.

Sincerely,

Review: Bought warranty for cell phone. Made a claim for new cell phone. Sent cell phone that was reported stolen and did not work properly. Called returned cell phone for replacement. After week with no response I called on 1/*/14 was told no replacement and wanted me to settle for $550.00 check. I agreed. They received my broken phone on 1/*/14. As of today, 2/*/14, I have not received check. I was told the check was written on 1/**/14 but no notes that it was mailed. I have called every day looking for updates as to when the check will be mailed. I am told someone will call me with 24-48 hours. No body calls. On 1/**/14 received an email stating they mailed a replacement phone to me. I have received nothing. I call the company, they have no record of sending me such email. I forward email they are confused because no phones in stock to send. Settlement for check. I purchased this insurance in good faith. I called my local Verizon dealer, they called on my behalf. Was told claim in processing will call customer with update within 24 to 48 hours. No body every calls back. I have been more than patient with this company. This has been going on for 7 weeks. Please help me get my money!Desired Settlement: I want my check that was promised to me on January *, 2014.

Business

Response:

check #[redacted] for $550.00 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.

Review: I purchased cell phone coverage from Global Warranty in Sept of 2013 for three phones. I filed a claim for my daughters broken phone in January 2014. the "Ensquared " division informed me they did not have a replacement phone and would I agree to a check for the replacement amount of $399.00. I agreed. I mailed back the broken phone via UPS, tracking number [redacted]. It was received by Global Warranty on Feb **, 2014 signed by [redacted] at 10:28 a.m. I still have not received my payment check. I have called numerous times and am told by their advanced team that the check is being processed and someone can call me back with a date of issue of the check, they never call back. It has now been almost three months since I placed the claim. They have not made payment and are in default of our insurance agreement. I see on line that there have been numerous complaints made on this company.

Please assist me in collecting my dollars owed.

Thank you!Desired Settlement: They need to pay me $399.00 for insurance claim for my broken Samsung Galaxy phone per the terms of our insurance contract

Business

Response:

check #[redacted] in the amount of $400 was mailed out in 03/**/14...the broken phone was processed on 2/**/14 at which time we released the temporary hold with the bank. The $301 was a temporary hold and we never charged it on our side. Please dispute with bank.

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 a Rogers plan from Cellcom Wireless in Oakridge Mall. As part of the plan, we received a Samsung Galaxy S3 phone. Cellcom sold us a handset warranty through a company called GWG Warranty Canada Ltd's Wireless Protection Program. The warranty allowed for up to two replacement handsets over the three years of the term. My son broke the screen on his phone twice. The first time they replaced the phone, and the second time they advised that they could no longer replace the phone as the S3 was no longer available, and would provide a cheque instead. On December **, 2013 the Wireless Protection Program call centre people told me they would be sending a cheque for $585 instead of a new phone. We paid a deductible of around $185, and the full price of the phone was initially charged to my visa and later refunded when they received the broken phone on January *. Since that time, I have phoned multiple times (at least 4), and each time they say the cheque is being processed and we should expect it shortly. The cheque has never arrived. Several times they have said that someone would call back with information on when the cheque would be provided, but no one has called back.

Account_Number: ###-###-####Desired Settlement: DesiredSettlementID: Other (Requires Explaination)

I would like one of the three parties involved: Rogers, Cellcom or GWG Canada to send us the cheque for $585.Thanks.

Business

Response:

check #[redacted] for $578.00 sent 4/**/14 through 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. I received the cheque today. Thanks.

Sincerely,

Review: they have not honor warranty. I had warranty Samsung Galaxy S III for the phone number ###-###-####. they said did not have similar phone so on June **, 2014 I agree on getting check for 400 dollars sent to my address. A week later call back to see when I would be the check. They said they did not that Information, So I ask for the [redacted] the [redacted] said the same thing I would be put on list to call back to the person in company that had my answer but no call back. I called 4 times still getting the same runaround so I don't believe I am getting a checkDesired Settlement: a check for 400 dollars like they promise me on June **, 2014

Business

Response:

check #[redacted] for $450.00 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 cellphone insurance from Global Warranty Group, LLC in 2013.

On January [redacted] 2014, I broke my phone (HTC One), immediately called Global Warranty to make a claim. Later that day I received a callback from the GW callcentre, advising that my phone was unavailable for replacement but offering to send a cheque for $650.00 in lieu. I accepted.

On April ** 2014 I called GW for the status of my claim. I was told it is in processing, but there is no eta. I was also told that my call could be escalated for a callback, which I requested but never received. I made the same call, with the same outcomes on the following dates: April **, April **, May *, May ** and today June **.

This is poor customer service, it is unreasonable to delay payment for this long, and unacceptable corporate behaviour to not respond to 5 callback requests.

Sincerely,

[redacted]Desired Settlement: I expect to receive a cheque in the amount that was promised within two weeks.

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]

I received an email on June [redacted] from Global Warranty Group apologising for the delay in receiving my cheque, and advising that the issue has been escalated to their accounting department. Further they promised to provide the cheque # and date once the cheque has been issued, that they would do "everything we can to assist in getting this issue resolved". I have received no further communications from Global Warranty Group.

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

Sincerely,

Business

Response:

check #[redacted] for $650.00 sent 7/** 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: A claim was filed on dec ** for a phone on the insurance plan with this company. Several days later they called on Dec **and told us they don't have any of our phone available but they could send a check for the value of the phone. It is now almost a month after the claim was processed and we still have not received the check, we have since had to buy a phone out of pocket and sent them back the defective phone as they have a hold on our account for 300 dollars which will be pulled out if they do not receive the damaged phone by the [redacted] of January.

We paid them the 90 dollar deductable immediately upon the claim being filed, they put the hold on the account for the 300 dollars immediately, so we have been down 400 dollars and a phone since we filed the claim. We are now down a thousand dollars as we had to pay 600 for a new phone. The whole time the company has not followed through with their part.Desired Settlement: I would like the check mailed immediately as well as the hold on our account lifted and a refund of the deductable.

Business

Response:

Check #[redacted] for $550.00 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 have determined that my complaint has NOT been resolved because:

It does not resolve the fact that it took so long for the business to do what they said they would be doing and every call for an update was met with "we will have that department call you" which never occurred.

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

Sincerely,

Review: Initially when I purchased my iPhone 5 (16GB) through Verizon, I purchased the Wireless Protection Program / Global Warranty Group Insurance (Phone # ###-###-####) through Verizon as well. At the end of September, 2013, my iPhone 5 (16GB) broke. I filed a claim with the Wireless Protection Program / Global Warranty Group on 10/**/2013 to receive a new/replacement phone. I paid $179.00 deductible for the replacement phone and $475.00 was placed on my credit card until they received the old/broken phone. I later found out that there were no replacement phone(s) to compensate my broken phone, therefore, they offered to mail me a $650.00 check (so I can purchase a phone locally) and promised it will delivered to me within 8 weeks. According to their [redacted] website, it states that a replacement phone is being ordered on 10/**/2013, however, I was supposed to receive a check. On 10/**/2013, the company received my old/broken phone that I mailed to them. Today is January *, 2014 (almost three months later) and I have called numerous times to find out what the status of my check is. The only two answers I get is: (1) my claim is at the accounting department (2) my call will be escalated to a higher authority and I will receive a phone call back at a later time. I never receive a phone call back from the company, I keep getting a run-around, and I still have never received a replacement phone or check for $650.00.Desired Settlement: I paid for the Wireless Protection Program / Global Warranty Group Insurance when I bought my iPhone for the simple fact if the phone ever was damaged. I am not receiving the service I paid for. I was promised a $650.00 check within 8 weeks. It is now 12 weeks later and I have not received a replacement phone or check, not to mention, I have not had a phone to talk on. Furthermore, I have been paying my monthly service with Verizon since September for a phone I don't have. I would like a replacement white iPhone 5 (16 GB) or $650.00 check ASAP.

Business

Response:

Check for amount of $650.00 was sent usps on 01/**/14. I show the hold of $475 was released back to the bank on 10/**/13/ Claim is closed

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:

My complaint will be resolved once I receive the check for $650.00. The check was mailed with no tracking # and based on my experience with the company; I won't believe it until I have the check in my hand. Furthermore, the company should be at liberty to issue me an apology for my inconvenience.

Review: We purchased a warranty on a cell phone through Verizon Wireless. The company who picked up the warranty service is Global Warranty Group. In November of 2013, my daughter broke her phone. Verizon completed the claim and the phone was returned to Global Warranty Group. The verify the receipt of the phone, but have been unable to replace teh phone per contract. They state that Verizon has pulled the model phone from their availablity. They stated that they would provide a refund check. This all took place on the first week of December. Despite at least 5 phone calls to the company regarding the status of the refund check and the last one being the desperate need to get the check to purchase a new phone, as of January *, 2014, the check still has not been released by the company.

They have been informed of my dissatisfaction and that I would be placing this complaint. The amount owed is approx $595.00.Desired Settlement: I would like a company who provides a service to provide the service. They have not released the check and with today's conversation, they do not seem to concerned about rushing or full filling their promise.

More importantly I would like them to be placed on record and refund the check due.

Business

Response:

Chk# [redacted] has been shipped USPS as of 1/**/2014 in the

amount of $550.00

Review: I called this company to file a claim for the insurance I purchased for my cellphone. They promised to send me a check however I did not receive any check and no one can tell me when will they send it.Desired Settlement: I want them to send me the check immediately for the next 5 days so I can replace my phone.

Business

Response:

Check

#[redacted] for $578.00 was mailed out on 1/**/2014

Review: I was mailed a refurbished iphone 5 from the global warranty group after paying the insurance cost of $100 and the deductible of an additional $180. The phone I originally had was an iphone 5 with only a screen crack. After a couple months with the refurbished iphone 5 the phone suddenly stopped working, I contacted the global warranty group on 12/**/13. They could not immediately help me because of the holiday, I was told nothing could happen until 1/*/14. They recommended going to an apple store for support. I visited the apple store to see if they could help me. After setting an appointment on 12/**/13 the apple store "genius" laughed at me when I brought them in the refurbished phone from global warranty group. They said they could not do anything with the phone, since there was no sticker on the back of the phone (which I did not remove) stating that it was an apple product and it's manufacturing codes. Also when they looked inside of the phone they said there were a couple of key pieces missing and I needed to contact the company that gave me the phone because it was "completely unacceptable." I then immediately contacted Global Warranty Group and spoke with [redacted] I told her about everything that happened at the Apple store and asked to speak with a [redacted]. She couldn't put a [redacted] on the phone and would not help me, she hung up on me on purpose and was not willing to help me. I was very upset and disappointed with the company. On 1/*/14 I contacted Global Warranty group again, they would now start processing my claim. On 1/*/14 I received a UPS postage to send in my refurbished phone. I sent it in right away and did not hear back from Global Warranty group until around 1/**/14 asking if I would be willing to receive a check for $550 since they no longer make the iPhone 5. I agreed I was told that the claim needed to be approved by a different department and it would take 2-4 business days.

I received an email on 1/**/14 that the process with the iphone was completed and a phone would be shipped out. I immediately called the claims center because I was told I was receiving a check and not a phone. I was assured that they made a mistake and that that was their generic message when a claim went through. I was also told that meant my check had been shipped.

I waited to 1/**/14 and called again since I had not received the check. I was told by [redacted] that it was on its way and the weather had been bad. [redacted] assured me that I would have the check by Wednesday 2/*/14 and they would give me a call on Monday 2/*/14. Neither of those two things occurred.

I also had a go out an buy a new phone because I could not go on without a cell phone, so I paid my own money for a new phone. After telling [redacted] this, she asked if it was an Iphone because then they would cover the warranty until my contract was up. It is too bad that I couldn't afford an iPhone!

On February [redacted] I contacted Global Warranty group again, they told me the check was never sent and it was still in the process of being approved by another department. I was also told I could send an email and it might speed up the process, so I sent an email.

Today on 2/**/14 [redacted] from GWG still could not tell me when the claim would be straightened out. 50 days after the original claim was made I still have no idea when I will receive a check or if I will receive a check.Desired Settlement: I would like the check I was promised for $550. There has to be something else this company can do for me since I have had the headache of dealing with this issue for 50 days. I would also like the $180 dollars back since I was given a phone that was missing pieces.

Business

Response:

check#[redacted] for $550 was mailed out of our ** offices on 02/**/14

Review: I purchased an Iphone5 through Verizon Wireless Zone at [redacted] on November *, 2012 and also purchased the phone replacement insurance with Global Warranty Group.

On December *, 2013, I brought the phone, which did not work, back to the store in order to get a replacement through the warranty I purchased. here is a sequence of events:

- I was told a replacement for the phone would not be available for 4-6 weeks

- I said that was unacceptable

- I was offered a loaner phone until the replacement arrived.

- I agreed.

- I was then offered to purchase a new Iphone5s for full price and the Global Warranty person on the phone at the time said they would send me a check for $550 over the next 4-6 weeks. The person at the store said to me 'that's cheaper than paying the deductible' ..... so I agreed.

Later in December, when I went online to pay my Amex bill, I noticed $699 charged for the phone, which I authorized, and a separate $179 charge which was not authorized.

- I went to the store and asked about the unauthorized charge, and they said it was the deductible.....even if that was the intent, I signed nothing to authorize the charge and was not told about it

I then filed a dispute with Amex, but Global Warranty keeps responding with lies that I never returned the broken phone (even though the attached documentation they include says I did). Their documentation accounting for the transaction does not even match the transaction itself.Desired Settlement: I would like to have the $179 credited to my Amex account, and I would like the $550 check I was promised.

Business

Response:

check #[redacted] for $550.00 was mailed from our ** offices on 02/**/14

Review: Global Warranty Group provides insurance for cell phones. I purchased a verizon cell phone with insurance from Global Warranty Group. When I broke my phone they told me to purchase a new one and that they would send me a check for $550. They received my broken phone on January [redacted] 2014 and have still not sent me a check. I have called twice and have been told that they are backed up. This is a completely unacceptable and unethical business practice.Desired Settlement: I would like to receive my check for $550 plus an additional 10% in interest do to the late payment and the hassle of multiple phone calls not only to Global Warrant Group but also Verizon and the store that I purchased my phone from. I have spent over 2 hours either on the phone or on hold trying to settle this issue.

Business

Response:

Check #[redacted] issued 2/**/2014 for $550.00

Review: I reported my phone lost in the month of October 2013. They asked me to get a police report and I did. I paid $159 for my protection plan when I signed up for the phone and paid $179 to have my phone replaced back in September 2013. The phone was unavailable so they offered to send a check for $650 to repace the Iphone. It's now March **, 2014 and they still havent sent a check or claim they know anything about sending a check. All they keep saying for 4 months is that we will send you a check. This is unexceptable to take 4 or 5 months to send someone a check that they have to continue paying a bill for.Desired Settlement: Refund-Check

Business

Response:

Check number [redacted] in the amount of $650 was mailed on 3.**.14.

Thank you,