Global Warranty Group

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: This involves a cell phone insurance plan. This company advertises that replacement cell phones are shipped 24-48 hrs. Claim was filed 2-**-2014, today is 2-**-2014. I have paid the deductable amount $180 and allowed them to place a hold on my credit card ($475.00) to speed up the process. I was informed 48 hrs after filing claim that they did not have a replacement phone and offered to settle claim for $650. Because this phone has a 2 yr contract with verizon wireless a replacement phone will cost me $799 plus 7.2% sales tax at the local store. I have no choice to buy elsewhere. I was promised that a reprensentive would call within 2 days to discuss. I have not recieved the phone call, and a check to buy a new phone is probally several days away if they even agree to do that. The reson a person buys cell phone insurance is to get a phone as soon as possible...plus they advertise that is what they do.Desired Settlement: Please send check for full cost (delivered next day air) or give permission to Verizon to send me replacement phone.

Business

Response:

please provide wireless or claim file # that the claim was filed under

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 claim number is [redacted]

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

Sincerely,

Business

Response:

UPS Tracking [redacted] showing delivered 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: Purchased a cellular protection plan for lost or damaged phone. Lost the phone and filed a claim (police report included) in January 2014. Several phone call over the past few months to the company to find out the status of my claim payment have yielded no firm answers other than the claim is with corporate accounting. Customer service cannot provide any other information other than the claim is with corporate accounting. So after several attempts to at least get a firm answer as to the status of the claim, no choice but to file this complaint.Desired Settlement: The company should provide the service paid for and honor the claim.

Business

Response:

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

Review: I purchased an insurance plan from this company when I bought a new cell phone. In November 2013 my cell phone was damaged and I sent it in to Global Warranty Group and filed a claim. I had to also send in a $100 deductible. They contacted me December [redacted] saying that they did not have a replacement phone in stock so they would send me a cheque which I would receive in 10-12 business days. The 10-12 business days came and went and no cheque arrived. I called their customer service line and they told me their accounting department was behind and my cheque would come in the next few weeks. January and February came and went and still nothing. I call them every week and they can't tell me anything new. Researching online I see there are many other people having this exact same problem. This has been very frustrating and I do not feel like a valued customer. Very unprofessional business by Global Warranty Group.Desired Settlement: I would like Global Warranty Group to not only finish the job, but I think it's only fair that I receive my $100 deductible back as well as the cheque covering my cell phone.

Business

Response:

check #[redacted] for $630.00 sent out of our ** offices on 3/*/14

Review: I filed a claim with GWG for a lost cell phone. They processed the $75.00 deductible against my credit card immediatly. It took over 2 weeks to get the replacement phone. When it did come, the replacememnt was not a factory refurbished phone as advertised on the company website. It was a used phone that contained the prior users contacts and personal information in it. GROSS! I called GWG and they arranged for a shipping label so I could send the "replacement" phone back; the agent at that time indicated that it would take about 3 days to get a "re-do" phone and that I would not have to wait another 2 weeks for a replacement. I shipped the used replacemment phone back right away in the original box and used the pre-paid label they provided. Nothing happened for about 2 weeks. I called GWG to find out when I was getting the "re-do"; I was told I would get a call back in 24-72 hours. Nothing happened; no call back; no replacement phone. I called back thier "world class customer service center" and at asked for the matter to be escalated; was told they would escalate the matter to see what was going on and to get a tracking # for the "re-do" phone. Nothing happened. I called back again and was told they still didnt have a tracking number. I requested a follow-up phone call by someone within their call center--I was told I would get a call back. Never got a call back. Still dont have phone. That was Feb *. I called today 2/**/2014 and was told the same line, would get a call back 24-72 hours, that they still didnt have a tracking number for the 're-do" phone and that they were waiting for a c/b from thier vendor company. They said they had no way to contact the vendor company or talk to anyone--only electronic communication. It's been over 6 weeks, no phone. I spoke with [redacted] today agent # [redacted]. He said he would try to contact thier escalation dept to get the tracking number. I requested the replacement phone be sent to

me overnight as I had been waiting an inordinate amount of time for the replacement and it was thier internal screw up. All they do is apologize. They could care less. I have no trust that this company will deliver. No wonder AT&T wirelss no longer uses them for protection plans.Desired Settlement: I would like to be called back in a timely manner as they indicate; I would like assurance that the claim has been resolved and that I will in fact get a tracking number, and at this point that the replacement phone & sim card be sent overnight delivery.

Business

Response:

UPS tracking

[redacted] shows phone was delivered on 2/**/13 I have refunded the deductible of $75.00

Consumer

Response:

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

The business says they sent the phone and supplied a tracking number and that the item was delivered to my home per thier response "2/**/13" The last time I checked that was a year ago. That is an error, perhaps they mean 2/**/14. The other problem is that I looked up the tracking number they supplied, [redacted], shows a delivery address in [redacted]. I LIVE IN [redacted] so that is certainly wrong. I still have not received the phone. I paid the insurance coverage up front when I bought the phone and now it is time for this company to make right. Thanks for supposedly refunding the deductible, I will believe that when I see it on my credit card bill----but we still paid for the insurance cost up front when we bought the phone. Now it has been nearly 2 months all the while I am paying for cellular service I cannot use without the replacement phone. So please make right and get this straightened out and get a replacement phone to me! When I talked to their world class call center agent on 2/**/14 I was told I would get a call in 24-72 hours....Today is 2/**/2014 ...still no call. And the best they can do is supply a tracking number that shows the wrong delivery address.

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

Sincerely,

Carol Mahood-brookens

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 delivery of a replacement phone this afternoon under a different tracking number. I consider the complaint resolved. Thank you.

Sincerely,

Review: Almsot 3 month ago,I claimed warrenty of my cell phone - replacement of cell phon.I paid around $385 for deposit of my old phone, and $90 application fee for my new phonSo I paid over $470 but I didn,t get any cheque . I recieved call staff of warranty company ,she told me she will send 500 cheque over 2 month ago. I talked staff of call center of warranty company several times,but they alway answered same.Even they didn't know why process take it long. I am very upset and didn't understand why does it take too long even I paid over 470 dollars include deposit for my old phone. Please. Take care my complain. Thank you.

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (Requires Explaination)

I want to replacement of cellphone or 500 dollar cheque because they told me I can get 500 dollar cheque for replacement of cellphone-my brokend phone is note1 of samsung .batery didn't charge . I paid 127 dollar for buy warrnty when I got my brokend phone and 470 dollar extra pay for claim of replacement. And I want to refund deposit too. Of cause I will send my old phone afther get cheque or repalcement of cellphone.

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.

Review: No refund after company could not replace my current cell phone.

March **, 2014 I broke my phone.broken phone was returned as per their directions and the company could not replace my current phone as the manufacturer could not supply. Since there was no phone they were going to send me a cheque for $600. Still have not seen it. Tried to contact company and there is no person answering phones just voice service that hangs up on you when you select an option.Desired Settlement: Pay me the $600 that I am owed.

Review: I contacted Global Warranty Group through rogers as an insurance policy for my phone. I was informed that they would cover any damage to my phone, my phone was stolen and was replaced once without a deposit or any difficulties. My phone got water damaged and I contacted them once again but my experience has been dreadful this time around. When calling I was told I had to put a deposit of 351.00 until my replacement phone was sent to me and the broken phone had been mailed back to them- I was told that I would receive 'said' phone in the mail within 2 business days. I did not receive a phone call or my phone in the mail. I continuously called them every second day for a month and a half. Only to find out that my claim had been sent to escalations and would be there within two business days. After a month and 3 weeks, I was told that they didn't even have my model of phone in stock (Samsung S2/ Skyrocket) which I was not informed of- I was then told they would send me a cheque for 571.00. I agreed to this and now it has been 2 months since my original claim. I haven't received a cheque, my phone or any form of a phone call from them. Each call I make is the same response- my claim has been sent to escalations and apparently there is nothing anyone can do about it. I requested to speak to a manager and to get into contact with there head office and I haven't gotten anywhere.Desired Settlement: To receive the promised amount of money in the mail and the money charged to my credit card refunded before further interest charges.

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.

Review: Claim # [redacted] Damaged Samsung Galaxy S3 Cell Phone

On June ** 2014 I received acknowledgement that my claim was being processed and that a deductible of $95CAD had been taken from my credit card.

I duly returned the damaged phone and the further deposit of $381 was returned to my credit card.

I heard nothing via Trackaclaim so I called Global Warranty Group and was told they could not replace the cell phone and offered me a payment of $550CAD as an alternative which I accepted.

On the basis of their promise I went ahead and replaced the phone at my expense, incurring early settlement penalties.

No cheque was forthcoming, so I called three times to be told it was being processed. I checked on Trackaclaim and it states item shipped on July [redacted] and the claim is closed.

I have not received any payment. When I call the toll free number ###-###-#### it is now disconnected.

I have sent emails to;

[redacted] | [redacted] | phone: ###-###-#### [redacted] | ###-###-#### [redacted] | [redacted]r |###-###-#### [redacted] | [redacted] ###-###-#### [redacted] | [redacted] ###-###-#### Ext. [redacted] and have received no replies.Desired Settlement: This company took my $95 deductible.

They also have my property, one Samsung Galaxy S3.

They have failed to honour their settlement. I am out of pocket $95CAD deductible and $395CAD early settlement of damaged cell phone.

I would like this company to honour their obligation immediately.

Review: we had the contract for insurance on the cell phone , this company is not honoroing its part , come up with a different reason to state taht they do not have to take our claim , they have taken money out every mpnth but dont want to honor insurance policy just a very poorly run ( or excellently run SCAM )businessDesired Settlement: Replacement

Business

Response:

Please provide the wireless #, claim file #, or contract number so I can research.

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]

phone number [redacted], cant give you claim number because you guys wont let me file a claim , for which you have very conveniently charged my CC for last 16 months ..

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

Sincerely,

Business

Response:

I have reinstated your contract so you can call in and file a claim now.

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 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: 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 purchased a 2-year warranty along with a new Samsung Galaxy SIII in 2012. The phone broke (in an accident), which I then shipped to the designated location: Pro Mobility Inc. [redacted]. After deducting $90, they shipped a replacement phone, all within a few weeks. This year the replacement phone # [redacted] (refurbished?)stopped working. I opened a claim # [redacted] on May **, 2014 and mailed in the broken phone t the above designated address, expecting a similar response. They deducted $130 and called back after receiving the broken phone, saying that I could have a payout of $550, as they could not obtain a replacement. I accepted, but still I have received no cheque. After several weeks and phone calls (today 2014/6/** the most recent), the last two being last week on 2014/06/** and 2014/06/**, I am still receiving the same info: they will mail a cheque for $550, it is still being processed, they will call me back in 48 hours to let me know the cheque number and when it was mailed.Today I spoke to a supervisor as well as an agent, and both sounded like a broken record, making no promises. I asked them to put the $550 into the VISA from which the $130 deductible was taken, but they said it was not possible.Desired Settlement: I would like one of the following to happen within 7 days:a) Put the $550 into the VISA from which the $130 deductible was taken and phone me once it has been done, orb) Expedite the claim and courier a cheque to me within 10 days and phone me once it has been done.In either case, refunding the deductible or offering a free new policy would help to make up for the lost time, expense and aggravation.Thank you.

Consumer

Response:

At this time, I have not been contacted by Global Warranty Group regarding complaint ID [redacted]. I have phoned several times for an update and each time they have promised to phone back within 48 hours. This has not happened once, nor have I received any of the promised e-mail updates either.

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: I submitted two claims regarding a Samsung S4 with this company. The company's website claims that there is a fast delivery of replacement phones but no information regarding the turnaround time for alternative options (e.g. checks).

1. February, 2014

They were supposed to send me a replacement for my phone, but they informed me that they did not have a comparable phone model to send. Instead, they would issue me a check for the retail value of my phone (I think it was for $700 or $750) which I accepted. I have not received this check yet and I have followed up many times since then. The claims department said that they would escalate my request or that they were waiting for the accounting team to issue my check. I never received a call from the escalation team and they were unable to transfer my call to the escalation team because there is no direct line..

2. July **, 2014

I reported a second claim for my lost phone. Again, there was no comparable phone model so they informed me that they can issue me a check of $700. I refused and explained to them because I never did end up receiving my first check, I would rather have a replacement phone. They said they would follow up. I did receive a follow up but, their answer was the same. I expressed my concern regarding when I will be able to receive the check for this claim due to my pending check from the first claim. The claims department said they would escalate my request, but it has been more than a week since I have received any follow up. I attempted to give them another call, but their lines have been busy. Further, their website is down.Desired Settlement: At minimum, I would like to receive both my checks ($1400.00).

However, I would also like to be compensated for a month's worth of phone bill as a result of the delayed checks ($56.00).

Review: During the last week of October 2013, a claim was filed through the insurance product for a (Lost or Stolen) mobile phone. After a week, was told by [redacted], that there was not a claim for the wireless number in question. On November [redacted], spoke with a [redacted] ID#[redacted]. Provided police info (Badge, Report#, etc. as requested). On November [redacted], received voice mail that there was a cheque to be processed for $600. Went ahead and paid an termination fee ($360) to get out of current contract and buy a new phone ($35 activation + $229.95 cost). So now, proud owner of new phone at a cost of $600+tax. Great. Made several phone calls in the next over the course of the next four weeks to find out the status of the cheque and when it could be expected. Was told that it was in accounting hands to be processed and sent, but that they were backed up and it may be two to three weeks before receiving it. This happened repeatedly until January, when I went back to the dealer who provided me with the phone and insurance plan originally. On January [redacted], The [redacted] of that company ([redacted] took my case on individually to find out what was going on. Left it in their capable hands, but also made follow-up calls with GWG, who kept providing the same response. Contacted [redacted] again April [redacted], to see if they had any luck. QUOTE: FYI - we have recently terminated our partnership with GWG ongoing as you are correct, the customer service with them is extremely poor. I will let you know what is going on as he is calling the [redacted] personally. END QUOTE. They were following up with an [redacted] at GWG on my behalf and were expecting a UPS tracking number from him for the cheque. May [redacted], followed up with [redacted], they hadn't received anything back from [redacted] and would re-connect with him. August [redacted], tried calling GWG, just getting a busy signal. Contacted [redacted] as well, they are continuing to follow-up but having the same issues as I am trying to get in contact with anyone there. They in the mean time provided me with links to some interesting news and reviews. [redacted] Turns out I am not alone.Desired Settlement: I would like to receive the insurance amount owed (that I had paid for and signed a contract for originally and had been notified I should be receiving nearly 1 year ago!)

I would like to be reimbursed for my time and efforts to pursue my claim.

I would like to be reimbursed for the cost of my new phone and termination of my old mobile contract, as described in my complaint above.

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: 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 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,