Global Warranty Group

Review: On October **,2013 I filed a claim to get a replacement cell phone to replace one that is broken and insured through global warranty group. I was charged$75 deductible and told I should receive the phone on October ** or **. A$301 hold was placed on my credit card until the defective phone is returned to them. On November * I called to inquire why I had not yet received my phone. I was told I would get a call back in 24-48 hours with information. On November * I had still not received a call so I called them. I was told that my claim was sent to the escalation department on Monday so I should receive a call by that same evening. I have never received a return call. I have called multiple times everyday since and no one has been able to help me or explain what the hold up is. I feel that 2 weeks is way longer than this should take. I was charged for a product I have not received and paid for insurance that is not being provided as contracted. The Verizon store where I purchased this plan seems to be unable to help with this claim either.Desired Settlement: I would like to receive my phone as my insurance policy states it will. I would also like my$75 deductible returned and the$301 hold taken off my credit card. I have not received the service I expect from a business. I would like phone calls to be returned in a timely fashion as I am stuck with this insurance on two of my phone's for two years. I am very leary of this business and their practices.

Business

Response:

The replacement phone was delivered UPS tracking [redacted] on 11/**/13. We refunded the customer's $75 deductible back to her credit card on 11/*/13 for the inconveniences and delays in the claim.

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: In Dec. 2013 our cell phone was damaged. We put in a claim to have the phone replaced as per the warranty agreement. We were told that they did not have a phone in stock and for us to purchase a new one and they would reimburse us with a cheque for $700.00. We had to pay the deductible at the start of the claim. We have since Dec. 2013 talked to this company on the phone at least 10 times. Each time we talk to them we get exactly the same story. We have been told that our claim will escalated and they will contact us within 24-48 hours, they never call back, we phone again and get exactly the same story every time. We just want the company to honour the warranty. To this day they have never called us back, never sent the cheque for $700.00 even though we still show an active claim . This company seems to have the same complaint from consumers over and over and I believe this cell phone insurance from this company is a complete scam,Desired Settlement: We would like our cheque for $700.00 and be reimbursed for the deductible that they forced us to pay to start the claim.

Business

Response:

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

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

Consumer

Response:

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

[Your Answer Here]

We have not received any cheque in lieu of a replacement phone or notification from the above company regarding our claim. Please let me know our next steps.

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

Sincerely,

Business

Response:

check #[redacted] for $700.00 sent 7/*

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 not received a cheque in the amount of $700 for a replacement IPhone from Global Warranty Group as was indicated in their response on July * 2014. Please follow up once again with this company on this matter. Thanks.

[Your Answer Here]

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

Sincerely,

Review: Global Warranty has decline to agree to reimbursed me for charges since April 2013 until now Sept 2013 (10.99 / monthly) over the phone, this company makes everything impossible to get your money back, as I explained the [redacted] and [redacted] on the phone I requested trough the wireless carrier (Verizon Wireless) to have the insurance cancel which they fail to disclose I needed to cancel directly with Global Warranty GroupDesired Settlement: Refund 10.99 per month since April 2013 to my credit card

Business

Response:

Customer contacted Global Warranty Group on 9/**/13 stating that he thought he had cancelled this contract in April with Verizon. We explained that we would need the cancellation in writing via email or fax. At that time no refund was requested. I have cancelled the contract and refunded the payments for Sept, Aug, July, and June which will show on his bank within 3-5 business days. The May payment of $10.99 is outside of the 120 days we have to refund through our system so if customer wants that refunded will have to do via check and we will need his address to send the check to.

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]

Please send the remaining balance that is out of 120 days system allowance to my home address

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

Sincerely,

Business

Response:

As stated prior 4 payments ($10.99) were refunded back to the credit card on file which covers Sept, August, July, and June. The May payment of $10.99 will be mailed out from out accounting department to the address provided.

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 lost my Iphone5 16GB and as I had [redacted] (now taken over by Global Warranty group), I made a claim (Claim Number : [redacted]) for replacement of my lost Iphone5 on 07/**/2014. I was told that as soon as my deductible was approved, I would be shipped a new phone with 48 hours. My deductible of $179 was approved on 07/**/2014 and was charged to my account. I was sent an email confirming the same and saying that I will be sent a tracking number for my phone. However, to this date, I haven't got any such email. I still have not received my phone and it is causing me a lot of inconvenience! I have written to GWG repeatedly but I have not got any reply from them. Moreover , they are also not answering any phone calls anymore. On August [redacted] 2014, [redacted] of [redacted] emailed me I received an email from you on August [redacted] that a new administrator will be following up with me beginning of this week regarding my claim for replacement of my lost IPhone 5 (Claim Number: [redacted]). I have not received any phone call and no one has attempted to contact me. This has become very frustrating now.Desired Settlement: Since not having a phone is causing a lot of inconvenience to me, I am buying a new Iphone5 16GB ($700) on my own and I would like GWG to reimburse me for the same ($700). I would also like GWG to refund my deductible of $179 as well

Review: I purchased Cell Phone insurance through a [redacted] Wireless Affiliate who recommended Global Wireless Group (GWG) in February, 2014. I filed a claim for my water damaged cell phone (Apple iPHONE 5S 4G LTE 16GB) with GWG at approximately 9:30am on Thursday, 7/**/14. I chose an expediated option where I paid my $179.00 deductible and allowed them to put a $699.00 hold on my American Express Card until they received my damaged phone. The steps, as outlined by the GWG rep, were as follows: 1-2 days of processing then a new phone would be overnighted to me via UPS.

I was instructed I would receive an email with my case number and a return label for UPS. I never received the email but I went online and printed the label myself.

I mailed my broken phone via UPS on Friday, 8/*/14 using their return label. I tracked the package until it was delivered on Saturday, 8/*/14 at 7:24am. At this point it had now been 3 days and the website still reflected they had not received my phone. It also indicated and my transaction was being delayed because they had not received my returned phone. I chose the expediated route and should have received a replacement phone on Saturday or at the very latest Sunday. GWG HAD processed my deductible charge and HAD put a $699.00 hold on my credit card.

I started calling on Saturday, 8/*/14 to inquire when my replacement phone was to be delivered. GWG phone lines went to fast busy and no answer. I called many times throughout the day and checked the website periodically.

I called throughout the day on Sunday, 8/*/14. Same problem with the fast busy signal and no answer. I checked the website periodically.

I called throughout the day on Monday, 8/*/14. Same problem with the fast busy signal and no answer. I checked the website periodically.

I called The Wireless Center ([redacted] wireless authorized dealer) and advised them of the situation. They provided two other phone numbers to try. None of those phones were answered either. The Wireless Center can not get anyone to answer their calls either. I also called American Express to see if they could help me with the $179.00 charge. This is still in dispute.

At this point, GWG has my broken phone and my $179.00 deductible and they have delivered NOTHING to me as outlined when I purchased the insurance in February AND when I submitted my claim on July **, 2014.

I have no way of contacting them. Their web pages are down, their phones go unanswered.Desired Settlement: I am seeking GWG deliver the product my insurance policy was to cover, a replacement iPhone 5s (16G) -OR- a $699.00 check (the amount they would have charged my AMEX had I not returned my broken phone).

Review: We purchased GWG insurance for a cell phone. When a claim was made, they immediately processed the deductible but could not provide the product as per the contract. They offered and we reluctantly accepted a cash settlement for $599.00.This claim dates back to Oct. **, 2013.I have called several times, emailed several times, and faxed several times. I keep being told it is being escalated to the next level and I will get a call back regarding the fact I have not received payment. I never get a call back.Today again [redacted] confirmed that I had contacted then several times but the next level of escalation can not get confirmation from the accounting department so they don't call back.I also questioned them with respect to the fact that I had nearly a year left on the insurance; yet, because they could not meet the condition of the contract and send a new phone, I am told I need to buy new insurance for the new phone at a higher cost for the deductible, and that no portion of the insurance purchased already could be transferred. I find this disturbing as it was not our fault that they could not fulfill their part of supplying a phone as per the agreement.We purchased the other phone at significant cost and have now waited for 2.5 months for payment and at this point they still will not advise that a payment is being processed.An email attached told me I would receive the money within 4-6 weeks. It have been 2.5 months to this time.Desired Settlement: I want to know when a cheque is being issued and would like some compensation for the delay.I further would like to see them extend the insurance policy from the previous phone to extend to the new phone as this would have occurred if they had indeed sent a new phone as per the agreement.I am presently out over $650.00 and feel it is unreasonable to have this type of delay for them to honour their commitment to pay $599.00.

Business

Response:

Check #[redacted] for $599.00 was sent out of our ** office on 1/**/2014.

Review: When I bought my cell phone the dealer recommended the insurance

so I paid around 100 dollars.

and I lost my phone and claim my phone on October 2013

and I paid another 99 dollars to get a new phone (which was the contract if I paid 99 dollars I got new phone)

The company told me that they do not have any samsung gallaxy S3 on the stock

so they told me that they will send me the cheq

but now April 2014 I still do not get any cheq or phone device from them

I am waiting for SIX months and also I am paying extra money to borrow a phone!!

I am so angry... Waiting for six months? I just want to cancel everything and my money back.

Please solve this issue Please send me the cheq or the phone Samsung Gallxy S3 16GB!!!Desired Settlement: Please send me the cheq or the phone Samsung Gallxy S3 16GB!!!

Business

Response:

check #[redacted] for $475.00 mailed USPS on 4/**/14

Consumer

Response:

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

Sincerely,

Review: My family bought an extended warranty from Global Warranty Group through a Rogers Wireless, it guaranteed replacement of up to 3 phones due to loss, theft or damage. I made a claim on November *, 2013; GWG informed me they did not have my model device (iphone 5 16g black) and would issue me a check for $699.99 to replace my phone. I have called back numerous times since (they told me 8 times today), I keep being told that my file has gone to "the escalation department" and they will call me in up to 2 business days if not call back. No call back at all ever, so I call again and again, only to be told that the check is in processing and the escalation department will contact me. I have used the service before and had my claim resolved in 2 days, now we are nearing 4 months.

I am now in a position where I have sent in my damaged phone to GWG and received nothing but promises to call me back which never happens.Desired Settlement: I would like either a replaced phone, or the check they have been promising me.

Business

Response:

check#[redacted] for $699 sent 3/*/14

Consumer

Response:

[redacted]

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

Thank you so much for dealing with this so swiftly! I appreciate the good work you do and have already recommended the [redacted] to family and friends!

Faith in humanity restored.

Sincerely,

Consumer

Response:

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

I have yet to receive a cheque

Sincerely,

Business

Response:

check#[redacted]for $699 sent 3/**/14

Review: The deductible was paid in Nov 2013 with a promise to send a check with the amount of $425. To date they have not honoured there promises. After continuous calling and escalating the claim, they have still not issued a cheque to date.Desired Settlement: I want the promised $425 for outdated cell phone and return of $95 deductible.

Business

Response:

check #[redacted] for $425.00 sent 7/* via USPS

Review: First of all my complain is with insurance co (Group Warranty Group but most of the questions is on the cell phone. I returned a defective cell phone Samsung Galaxy Note 3 N9005 32 GB Lite in Dec of 2013.

Received an email from the co. and they said they charged $75.00 on credit card for starting the process and to give me a RMA no.

Since then whenever I call their customer service as would told I was approved of a check refund of 725.00 within 2 weeks. It’s the same answer, we (the customers service) will send another email to another department to have them check on the process of the check and I should hear from them within 48 hours. As of today June **, 2014 I have not received a reply.

These are some of the dates I know I have called for an answer:

1-**/14 cs name [redacted] will email corporate

2/*/2014 [redacted] a check will be sent out.

2/**/2014 [redacted] said there is a delay in processing checks

3/**/2014 [redacted]

3/**/2014 [redacted] 5/**/14 will email corporate

6/**/2014 [redacted] still no reply on statusDesired Settlement: serve their customers, do what the problem is and solve it, and communicate with the customer. Six months with no communication and problem is note solved.

Business

Response:

check #[redacted] for $725.00 sent 6/**

Review: I purchased the wireless protection plan for a Samsung Galaxy S4 in August, 2013 at Wind Mobile. I have had nothing but delays, unkempt promises and guarantees that have not been followed through on for the last 10 weeks. This is for no apparent reason. I have paid my premiums including an additional $95 for the phone replacement premium. When this phone needed to be fixed/replaced 4 months after purchase, this company promised speedy return of the phone. This is a promise made on their brochure as well. I immediately sent the phone to their service centre. It was received and the initial $381 charge to replace this phone was reimbursed. After 16 phone calls (which I have recorded the names of people and "Care Specialists") I have heard nothing but this phrase..."I will email the Escalation Team of your request. They will get back to you in the next 24-48 hours." Not one communication has taken place except for my numerous calls. Since my phone was "unavailable" (the first surprise)I was to be sent a $700 cheque. My cheque has been in "process" since December [redacted], 2013. Each time I call, the representatives are very pleasant but have absolutely no idea or information that is at all helpful whatsoever. I have contacted Wind Mobile but they will not assume any responsibility for endorsing this company. I am very concerned that this is an illegitimate company that I have invested in as a reliable insurance provider for my $700 phone. The constant delay in sending my promised cheque and the "I don't know the answer to your question" phrase is unacceptable business practice. I am insisting that my claim be processed as promised. I was suppose to receive a cheque in the beginning of 2014. It is now 7 weeks later. This is unacceptable.Desired Settlement: I have been promised a $700 cheque which is the replacement cost of this phone (before tax). I will also accept a credit on my MasterCard account for this amount.

Business

Response:

check #[redacted] in the amount of $700 was mailed out of the **

office 02/**/2014

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: STill waiting for check.

please assist

###-###-####Desired Settlement: 700

Review: I contacted the warranty group in November when I broke my iphone, on November ** they advised they would send me a check to get a new phone as of right now I still have not recieved a check 3 weeks ago I got a call saying they would be mailed by the end of January I called on Friday now they are saying the end of February, in the meantime they were quick to charge my credit card for $475. because I had not sent my broken phone in which is a good thing I didn't because i'd have no phone for 3 months, when I call I get the same thing we had an a backlog and hope to get them out soon. I'm still paying interest on my credit card.Desired Settlement: I want either a phone or a check immediately since i've now waited 3 months and still get told the same thing

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: I insured my cell phone with this company. When I filed a claim for my phone because it was not working, the company could not send me a new one. Instead, I was offered a $450,- check, so I can buy a new one. The file was claimed in May 2014. Since then, I called numerous times regarding the claim status, since I have not received the check so far. Currently, I am unable to reach the claims department at all, and I am still waiting for the promised check.Desired Settlement: Send me the money.

Review: In May of 2014, I sent in a defective and damaged phone along with payment in full that they required for their deductible to Global Warranty Group, LLC. They stated that once they received the phone that they would send me a refurbished phone of the same make and model as a replacement. Global Warranty Group later claimed that the OEM is out of stock of that specific make and model. I asked for a check for the price I paid for the phone since Global Warranty claimed that it was no longer available. Global Warranty Group said they would not pay me what I had to pay for the phone, but instead would only send me a check for what the phone sells for now. First they stated they would send a check for approximately $100.00 less than the current advertised price. While in conversation with their phone reps, I had to guide the rep to the correct model of phone and price on [redacted]'s website to show that their amount was incorrect. The rep agreed on the higher amount and stated that they would pass the information on to the next level of customer service and that they would get back to me. They never have contacted me in any way since then. The business phone number that I have always contacted them on has been disconnected. Their e-mail links do not work. I have no way of communicating with them and they are not communicating with me to resolve this issue.Desired Settlement: If I cannot get a refurbished phone of the exact make and model that I had in my possession, then I want a check for the full amount that I bought the phone for when it was new. I am willing to compromise and accept payment for the current price of that make and model on the [redacted] website. which would be approximately $100.00 less than what I originally paid. I will not accept anything less.

Review: Filed a claim on 12/**/13 for my broken smartphone. I paid my deductible of $75 and have been patiently waiting for 2 months now for my check of the amount $700. I have called a dozen times and all they can do is "escalate" the issue and promise me a phone call within 2 business days. I never received a call to date. From the representatives I have been talking to, my check has not been printed to be shipped yet.

If I would not have made a purchase of a new device with my credit card, I would still be without a device for over 2 months now. That check was suppose to cover the cost of my replacement device. I feel like I have been scammed.Desired Settlement: The business, Global Warranty Group, should follow through with the delivery of my check of $700 and not have me wait months for it. This is not a rebate check, this is suppose to cover my replacement phone that should have come within the week of the claim. I am done waiting and want a resolution.

Business

Response:

check #[redacted] for $700.00 was sent out of the ** office on [redacted]

Review: I purchased this insurance a month or so ago and they have deducted payments. Today I called 8/**/14 at 9:12 am PST and all the calls are being disconnected. If this business is no longer in service why did they deduct money from my account? I need a cell phone that's why I bought this policy, or I need a full refund for the amount taken. Also if they are out of business I would like to cancel any further Debit charges from them in the future because this is so unprofessional. I would like to be refunded ASAP because I do need to purchase a different Ins. since I still need a phone still.Desired Settlement: 6.99 x2 8/**/14 = 13.98

21.99 x2 7/**/14= 43.98

TOTAL OWED TO ME= 57.96

Review: I filed a claim broke the screen on my iphone 5s sent in phone it was received and signed for on 1/*/2014 on 1/*/2014 my credit card was charged a fee for my deductible and I received an email stating my claim had been approved and I would be receiving a second email shortly with a tracking number NO EMAIL AND NO TRACKING NUMBER because they haven't sent anything out. They GUARANTEE overnight shipment of replacement phone once claim is approvedDesired Settlement: I want my replacement phone

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 have claimed my phone for warranty purpose over 6 months ago yet I still did not receive my cheque. please assist

My handset number is ###-###-####

My changed address is [redacted]Desired Settlement: 700

Business

Response:

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

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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and I am still waiting for my cheque to come and for this problem to be resolved.

Sincerely,

Review: On March *, 2014, my husband filed a claim with GWG as his Blackberry had malfunctioned. He was told that he needed to pay $100 deductible plus $281 until he sends his old phone back and that a new phone would be shipped out to him. A few days later, he was told that he would not be receiving a new phone but a $700 cheque instead and he would have to purchase a new phone. We have not received a check and this is 5 months later. Originally we were continually told that our claim would be "expedited". Numerous calls to the company have resulted in no action. Calls made recently are disconnected when you try to get through to a service representative. We have not received a cheque for the new phone and paid the $381 back in March for which we did not receive anything for.Desired Settlement: We would like our $381 back at least as we did not receive the service promised. We still had to cover the cost of a new phone as they did not send the check as promised.