Global Warranty Group

Review: I purchased a phone from a [redacted] dealer in [redacted]. They sold me a Samsung S3, and sold us outside [redacted] protection from Wireless Protection Program. The phone broke with in the 30 day period and the store refused to do anything about it, they told me I must contact the protection program, which I did. They said I had to ship the phone to them and pay the 100.00 deductable via credit acrd which I did. They recieved the phone with 3 days as I paid for express mailing. I didnt hear back from them and I finally called them and they told me the phone has been discontinued and they would issue a cheque fro 587.00, I have contacted the company many many times and they keeop saying it has to go to escalition and som,e one will call, I have had it escalted 5 times. They finally contacted me via email to tell me they will issue a cheque, which has been over a month. Still nothing, I called today and asked to speak to a [redacted] and the girl told me they had no [redacted] to talk to you, and I would have to submit an escalition to find out how much longer. This has been an ongoing battle for over 5 months. The [redacted] of [redacted] in [redacted] is no help at all.Cambridge Eloectronicsinc-[redacted] Cornerstone Mall[redacted] Account_Number: ###-###-####Desired Settlement: DesiredSettlementID: Other (Requires Explaination)

I would like the cheque for the 578.00 for her phone or a credit in that amount applied to my cell bill.

Review: May ** 2014 I started a claim with GWG as my Galaxy S5 phone that they had replaced previously through a pick up a [redacted] was having the exact same issue as the first phone, the back space did not work. I could see the phone was a previously used phone and was not happy with this service. I digressed and decided as my need for any phone due to sick child was far more important than fighting to get another new, not used phone. On my first claim they never called to tell me to go to [redacted] to pick up my new "used" phone after a promise o 3-5 business days to ship me a phone. Again, the rep had no idea why no one called to tell me they were not shipping a phone and that the new "used" phone had been at [redacted] for a week. Please do look into their monitored call system a it is all there. On my 2nd claim I was told to send back the 2nd phone and I would receive a new phone. Claim [redacted]. GWG immediately deducted $130 for a deductible and $381 until I returned the phone as they were sending me a new phone within 3-5 business days. I called back early June asking why I had not received my phone. They advised they were unsure why no one had contacted me but a phone cannot be replaced and a cheque for $581 would be sent in 3-5 business days. I asked why the deductible was increased from $95(first claim) to $130. They advised it was my second claim. I advised had they not given me a phone with the exact same issue, there wouldn't be 2nd claim. As I waited over the stated time to report that the phone was not working, they were not prepared to do anything for me. My child was upset to tell me there was the same issue with the new "old" phone as the first as she had to wait for her 1st replacement and this caused her anxiety not to be able to reach me at all time which escalates her symptoms It is a back space button issue! There is no attempt at being fraudulent here. It is obviously a phone design issue with Galaxy as I wouldn't set out to destroy my back space button with intent. I stated I did not want a cheque I wanted a phone. I didn't care if it was a Galaxy I would accept another phone of the same design and value. That was not possible. Nor was being sympathetic for my child not to have to go through this yet again. June [redacted] I called back and spoke with [redacted] about no cheque yet. He didn't understand why no follow up and assured me that he would escalate ensuring a response an also to use [redacted]. He could also tell me that a cheque was not confirmed to have been issued and that no one had updated my notes sine my call 3 weeks previous. He was great. July [redacted] I called again - I am calling their ###-###-#### line always. I advised I had spoken to [redacted] who assured me a call would be returned to explain why there was no cheque. I got the same rehearsed speech of apology for volumes and the need to review fraudulent claims and assured a response would come immediately. I advised that I understood that the young lady on the phone was at no fault here. ** I work in a large organization and we serve the public also and I am fully aware of Accounts Payable Departments as I worked in it and know how long it takes to cut a cheque. I know run [redacted] for my [redacted] for [redacted] so please spare me the insult of rehearsed responses and let me know if it is standard process for GWG to not follow what they offer and makes their clients wait months and months for cheques, phones and resolve to issues. She responded that is hasn't been this bad before but it is now due to fraudulent claims. " I sympathize, I really do. I said my claim is not fraudulent, I have the phone and the back space doesn't work and now it is starting not to charge. This should be a quick easy resolve. Don't send me a cheque, send me a phone. I am incurring charges on the deductible for a claim not being plus the $381to ship my phone back, which I will not do like the first claim until I have the assurance of a new phone or cheque. I get a feeling not to trust GWG with apologies and no resolution. July [redacted], Escalation Representative sent me an email to advise "All processing steps have been completed with your claim and we are now waiting for accounting to issue your check. We are working to obtain the status/ETA on your check. When it has been confirmed that your check has been issued you will be provided a check # and the date. We understand the frustration in this delay and we will do everything we can to assist in getting this issue resolved. We apologize for the inconvenience. Your claim will be monitored on a daily basis until we get confirmation that your check has been sent. Your patience is appreciated. Thank you" I was appreciative for the response July [redacted] I emailed re any new yet and the expense to cause interest are concerning. July [redacted] from [redacted]: "We are working diligently on your behalf. Sending requests to accounting asking that your check be sent. Your claim will be monitored on a daily basis until we get confirmation that your check has been issued and sent. Holding onto your broken phone does not guarantee a time frame on your check. To avoid further interest charges I would recommend that you send it in so that the hold can be refunded. We are unable to refund until it has been received." My response back was there wasn't issues like this the first time and the phone is in hand so there is no fraud here. No response back from that. July **attempt to email again asking why this is taking so long. July ** same response back from [redacted] that this is just due to fraudulent claims. Again I returned a response saying "I have the phone in hand that I am prepared in good faith to return as soon as my cheque arrives. No responses are coming at all now. July [redacted] I called instead of emailing and asked to speak to someone higher than [redacted] who keeps giving me the same response. I don't want the same response. I just want a new phone as promised by the warranty I purchased for a measly $100 which I am not out of pocket for $600...this is just ridiculous. Please ask someone to call me. No call returned. Aug * sent an email to [redacted] to ask for an update. I know there is no hope now. I don't blame [redacted] or the phone rep. Who knows what is going on with the [redacted]. I tried [redacted] and my first claim is visible and closed but after 2 months, not a mention of this claim. That tells me a story right there. I went to research on line complaints against GWG to see dozens of customers like myself waiting for cheques, no one is being offered phones at all, and these claims go back a far as Oct 2013 on the site. I am so concerned as the phone now doesn't even charge as it was used given to me to replace my new $600 phone. Also when I asked them when I get the new phone I hope they honor the warranty I have left that will be to April 2015, I was told yes but only if the new phone wasn't an Iphone or Galaxy. Well news to me as I purchased a warranty for a Galaxy phone and that phone needs to be honored until our contract expires. I have a very sick child that needs to be with a phone at all times. She is incredibly stressed aggravating her condition which now infuriates me to no end to see this. I am a single mom and cannot afford this. Now I have to go to [redacted] and exercise trying to purchase a phone as my term to upgrade is not up. There is another $600 out of pocket I can add to my expenses. The calls, emails, expenses and stress this have caused me, and many others, is really unacceptable Today I called back and ###-###-#### is out of order. This [redacted] was also just featured on Global news by a lady with the same issue. So if it is making worldwide media attention, and the customer service line is out of order, it is clear to me I really have something to worry about.Desired Settlement: I am emailing to ask please do something to help get my cheque r which was promised in 3-5 business days. I have the faulty phone to return and there is no intent not to return it or be fraudulent as is the stated reasoning by GWG of why the cheque is not being processed -there are just too many fraudulent claims. This should also have no bearing to issuing the cheque as in good faith I allowed them to charge me $381 showing my good faith and intent to return this faulty phone to them.

Review: On May [redacted], 2014, I called Global Warranty Group as I had insurance on my white Apple Iphone 4S 23GB and had recently drop my phone resulting in the back cracked and the phone becoming inoperable. I opened a claim (Claim #[redacted]) and was asked to provide my credit card number for a new phone to be charged to for $699.99 plus $179.99 for the deductible and that day a new replacement phone was in the mail to me. Upon receiving the new replacement phone, I was to send my old phone back and the $699.99 would be refunded to my visa. On June [redacted], I phoned Global Warranty Group as I still hadn't received my replacement phone. I was told that they were unable to get the $S phone any longer and a cheque would be issued for $699.99 and owuld be mailed to me. Once again upon receiving that cheque, I would send my phone back in.

On July *, I called the company and they said no cheque has been issued.

On July [redacted], I called again and still no cheque.

On August [redacted], I phoned again but the company numbers were disconnected and no one was responding to me via email. Also, the head office wasn't answering calls and all mailboxes were full.

I contacted VISA for insurance coverage in hopes of getting my money refunded through the card insurance however because the charges were 5 days over the 75 day limit, they couldn't help.

I then contacted Jump.ca where I purchased my old phone and insurance but they are unable to contact the company as well.

Thank you sincerely for your review of this matter and I look forward to hearing from you.

Sincerely, [redacted] ###-###-####

###-###-####Desired Settlement: I am hoping the Revdex.com is able to get the charges on my via reversed for a total of 879.98 as it is my fear that this "cheque" to be issued by Global Warranty Group will bounce and I'll be back to the drawing board.

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.

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 purchased GWG warranty when I purchased my phone from [redacted] in Calgary, for $140.00, for lost, stolen or damaged. Last June I contacted GWG they said no problem send old phone back to them and I had to give them a deductible of $75.00 which was charged to my credit card, they said they would send a replacement phone after they received my old phone, I tracked my phone and they indeed received it, after 3 weeks with no luck I contacted them and they said they did not have a replacement phone but instead would send a $520.00 cheque right away. Originally they wanted to charge my credit card $620.00 and they would send out a phone right away, thank goodness I did not do that. After I spoke to someone at GWG they confirmed that they received my phone even though the track a claim site said they still didn't receive it, they told me to continue to track it which I did every couple days but no new entry was ever entered, then one day I could no longer track as the site was no longer there. All postings from others said they exact thing happened to them. I spoke with Rogers and said to send a complaint to Revdex.com. Here's hoping you can do something for me. I still do not have a phone as I am obviously still paying for one I don't have and can't afford to purchase another one or even pay another monthly charge. I learned my lesson never to get extended warranties or insurance on cell phones, what a scam this company is or was.Desired Settlement: what ever you can do for me, hoping for my deductible of $75.00 and $520.00 at least. even though my phone to replace is $699.00 Blackberry Z10.

Consumer

Response:

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

Sincerely,

Review: My daughter, who's living in San Diego, purchased an LG G2, and the GWG insurance (she paid monthly) in December of 2013. The following February, her phone broke, so we called the insurance company and paid the $90 deductible to make the claim, after which my daughter sent in her phone to get a replacement. It was difficult enough just to be able to make the claim; my daughter tried calling first because she felt it was her responsibility. However, the rep. wasn't able to help her even though she is an authorized user on the account and she and her husband were the ones paying for the insurance; the rep could only speak to me because mine is the main name on the account. The next day I was called by a representative who said that their provider no longer had the G2 in stock (granted this phone was brand new to the market and should have been easily obtainable). The rep said that a check for the full retail price of the phone ($550) would be sent to my daughter within a couple of weeks. Well the couple weeks passed and their was still no check, so I called to see what was going on. The rep I spoke to said that mine was just one of many checks that needed to be processed in order to be sent out and that we should see the check no later than two months. Well not just two months, but eight months and numerous phone calls later, and I still haven't heard or seen anything promising about receiving the money that is owed. Most insurance providers honor the claims made and assist customers in a timely manner. My daughter has also continued making the monthly payments (they stopped after the August payment only because a new check card was sent to her husband).Desired Settlement: I want $550 check that was promised sent to me, along with a refund for the $90 deductible and a cancellation of services after the refund has gone through.

Review: Complaint taken over phone by Revdex.com Staff - lj

Consumer has wireless protection insurance program for her smart phone. The premiums have been paid. The smart phone cracked. It was returned to the company January **, 2014. She thought they would repair and return the phone in three days. The company could not repair or replace the smart phone. On January [redacted] they offered consumer $400 check for her smart phone. Consumer agreed but she has not received her check. She needs the $400 to purchase another phone. In the meantime she is using someone else's phone. When she contacts the company they cannot tell her when she will receive the check.Desired Settlement: $400 check as soon as possible to purchase another phone.

Business

Response:

check#[redacted] for $400.00 was mailed on 2/**/14 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 just wanted to let you know that I received a check today, and the matter is settled. Thank you.

Sincerely,

Review: I am a business owner, who purchased three phone warranties through Global Warranty Group, llc (GWG). for my self and my employees, the initial fee was 130.0 per phone and was told that if needed the service you would receive a replacement phone with in 48 hours. I then had my phone get stolen and needed to use the warranty, which I was told was valid. I provided (GWG) with a police report file number of the stolen phone and then paid an additional 95.0 to process the warranty. this was September [redacted] 2013 when [redacted] processed my claim. when I had the claim start with (gwg) to get send a replacement phone, they then again said it would take 48 hours to get a phone shipped to me. so I waited and did not receive any mail I then again called back and was told that my order was processed and that it had been shipped but now it would be 5 to 10 business day till I would receive the phone. so I waited and still did not receive the phone so I called back and then was told the same thing as before I asked to talk to some one in there escalations department and they said that they could not contact them. this run around continued to occur till December [redacted] 2013 when I got a phone call from (gwg) telling me that they did not ship my phone and that they did not have a comparable replacement in any smart phone and that they would send me a cheque instead for what the price of the phone was worth witch is 650.0 and that I would receive the cheque within a few business days. so I waited and still did not receive any thing this is continuing to happen till this day I would like to resolve the issue by being able to get what was promised under contract by the warranty which is 650.0 check made out to Kevin Jensen that is what was promised by (gwg) because they could not honour the warranty of sending me a new phone. here is a list of a few dates I called and people I talked to, sept ** 2013 [redacted], Dec * 2013 [redacted], Dec ** 2013 [redacted], Dec [redacted] 2013 [redacted], Dec ** 2013 [redacted], dec[redacted] 2013 [redacted], Dec [redacted] and today I spoke with [redacted] Feb [redacted] 2014 at 1145amDesired Settlement: I would like it resolved by being shipped what was promised to me by the company and through the warranty I purchased a cheque of 650.0

Business

Response:

check #[redacted] for $650.00 was mailed out of our ** offices 3/*/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, if and when I do see the cheque that I have been promised for multiple months.

Sincerely,

Review: Paid $100 upfront for the 2 year insurance plan. Was informed by sales rep at the store that if I ever needed to file a claim, the phone would be replaced with a new phone up to 3 times within the 2yr contract. A few months after purchasing I had to file a claim. Started the claim on April [redacted]. I had to pay the $90 deductible and then rep said to expedite the process I could allow a $301 hold on my credit card to expedite the process. I agreed because they said the hold would be released after they received the damaged phone. She also informed that the phones are not always new, they can be refurbished, whatever is available at that time. April [redacted] I checked the website to track the claim which informed me to contact them to discuss options. I called that day and I was told that for my model , there were no phones available and that they can offer a check in the amount of $550 instead. I agreed. They did explain that it would be sent by regular mail not like a phone which is usually sent expedited service. ok so that would be like 3 or 4 days right. Wrong! I called every other day and every time they said it was in process but the checks are cut at some other location. They claim not to have supervisors but something call an "ATC" team which also gets you no where. On 4/** I asked to be connected to that office that cuts the checks but the rep said she could not do that, the only contact with them is to escalate my claim and wait for a call back. A call back which they stated should be received within 2 business days. Today's date is 4/** and still no check and no call back from the "check cutting office". I called Verizon who tells me that the store where I bought the phone is an indirect vendor and that this insurance is only through the indirect store and has nothing to do with Verizon.Desired Settlement: I would like the $100 purchase fee returned, the $90 deductible returned and the $301 hold released asap.

Business

Response:

On 4/**/14 GWG received a fax from the customer's Wireless Dealer to cancel the claim which was done. The hold and deductible were refunded back to the customers credit card that day.

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:

Yes, in a very upset state of mind I did request the claim to be cancelled becuase I did not want this company to end up having $491 of my money until I knew Global Warranty was going to be held accountable to complete their end of the insurance agreement. I'm not rich and do not have $491 to throw away! I researched on the web and I found the there are numerous individuals having the same problem and some have been waiting 3 + months for resolution. How there is not a class action against them is crazy.

I notified them at around 4:30 pm to cancel the claim. After calming down later that day at around 8:30pm, I called Global Warranty requesting them to NOT cancel the claim, the rep said they couldn't do that because it was already processed.. I would need to start a whole new claim and they would need to charge my card again!!

So they are able to cancel a claim in a matter of 4 hours and issue a credit but take over 2 weeks to process the original claim and issue the check. Which probably would have never been completed if I let it go through. It does not add up!!

If I need to open a new claim to get this matter resolved, I will. But if the process is going to take another 2 weeks or more, why would I? Can Global Warrany guarantee that I will receive a new phone or the check in a reasonable amount of time? I am willing to pay the $90 deductible and send the old phone back, which is my end of the agreement.

If they are not willing or able to do so, then I am still requesting the $100 fee I paid to purchase the insurance in the first place because they are not providing service that I paid for.

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

Sincerely,

Business

Response:

I have reinstated the claim and recharged the deductible of $90.00. I have asked my accounting department to get your check out this week for the $550.00 we agreed upon. You will still need to send back the broken phone using the Prepaid label we provided. I did not re-charge the hold with good faith that you will return the broken phone once you receive the check.

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: Our debit/checking card has been charged $5.99 per month since December 2012. Called Global Warranty to resolve unsuccessfully. The charges were made on a cell phone that we do not have and have not had since 2009-10! The billing was done through Verizon who claims to have no record of the charges. After speaking to Verizon, I called Global Warranty and was told that they would cancel the service I never had and they would only refund back 120 days which is only $23.96. I made it known that the charges were unauthorized and we were with ATT since 2010! He continued to state their policy. I sent an email that I should have checked my records better to catch the unauthorized charges but that they were still in the wrong. Please help. It's the principle of the thing. I know it's not much money but that is stealing and a terrible business practice.Desired Settlement: The company will only refund 4 months out of the 15 months we were charged. I would like the other 11 months charges totalling $65.89

Business

Response:

we need to see the cancellation request that was sent to cancel prior to 3/*/14 in order to process any type of refund.

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 forwarded my email cancellation request(s) with Global Warranty and the communication thread. I could not attach my email on this page. Had trouble copy and pasting email. Will call today.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me yet due to the questionable amount they owe me. When I receive this information on how much money they took out of my account through Verizon Wireless, then we can resolve this matter.

.

Sincerely,

[redacted] NOTE TO GWG: ATTACHED IS CONSUMERS CONTRACT WITH [redacted] SHOWING THE BLACKBERRY WAS TRANSFERRED TO [redacted] ON 4/**/2009, SO ALL CHARGES FOR THAT PHONE SHOULD BE REFUNDED.

Business

Response:

We have requested supporting documentation from the customer and have not gotten that documentation.

Consumer

Response:

I have reviewed the response made by the business(GW) in reference to complaint ID [redacted], and find that this resolution is NOT satisfactory to me. I prefer to deal with [redacted] at Global Warranty from here on out because I am not impressed with the Revdex.com and it's representatives. [redacted] at GW Group has been MORE THAN HELPFUL with the case and very nice and we have kept in contact. I am currently having a health problem and am in a cast. There is NO MORE PAPERWORK TO GIVE ANYONE...When GW gets there money back, I will get mine. The matter has not been resolved, but I am dealing directly with GW. Through some of [redacted]'s research she found that the check fraud that occurred was our checking account but under the name [redacted], not [redacted] has been investigating more into the matter and I do not wish to deal with Revdex.com. I WILL, HOWEVER, LET YOU KNOW WHEN THIS MATTER IS RESOLVED.

Sincerely,

Review: I purchased a warranty of $190.39 from [redacted] in [redacted], to protect my phone in case of damage 2 years ago. My phone broke back in February, and when I prompted to call and file a claim with this company they told me that under this warranty I was to pay a $179 deductible, send in my broken phone within 30 days of filing the claim, and I would be sent a new phone. However, they contacted me and informed me that they do not have my phone (iPhone 5s) available to ship and I would receive a cheque worth $650 or so within 2-3 weeks. I have contacted their customer service numerous times however I am never given a direct answer as to what is going on or when I will get the cheque. It has now been 2 months and not only have they taken the deductible, but they also have my old phone yet I have nothing. What I find strange is that they were so quickly able to charge money on to my credit card to take the deducible amount however receiving a cheque is near impossible. The dates complained are only 3 of the upto 10 times I have attempted to resolve the issue with their service reps, with no progress.Desired Settlement: I would like the amount of the cheque they said they would be issuing me, which is approximately $650, the amount I paid for shipping and handling when I sent my old phone, which was $40, and preferably would like my deductible back as they have not held up their end of the the warranty, which was $179.

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:

This is the same response I have been receiving from the business with no progress being made for the past 3 months. The response Global Warranty is giving me is generalized; when I contact their call centre the agents tell me that my claim has been processed (no such delay) and that literally all that has to be done is that a check needs to be written and sent out to me so I do not understand why they are responding by telling me that there is a delay in their claims process. I have been more than patient but I believe that this response is not genuine and I will most likely be waiting a long time (if ever) before I get the check.

Sincerely,

Business

Response:

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

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 cell phone broke and I filed a claim with GWG on 9/*. They told me they would send me a new phone by Friday of that week. On 9/* they contacted me to tell me they couldn't locate a new phone to send me and offered to send me a check for $550 to cover the cost of new phone. I accepted. Today is 11/* and I still haven't received the check. I've contacted their claims center about 8-9 times but they can't help me. They don't have a customer service phone number, only an email address. Customer service has not contacted me since 9/** at which time I was told check was being processed and I should receive within a week. Haven't heard back from anyone since even though I've called every week for almost two months. I still have the broken phone, which it was agreed from the start that I'd return after I receive the check. However I already purchased a new phone thinking I'd receive the check in a timely manner.Desired Settlement: I want my check for $550 sent to me asap.

Business

Response:

Showing replacement device was delivered 11/**/13 UPS tracking [redacted], For the inconvenience I have refunded the $75.00 deductible back to the credit card it was charged on.

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:

Review: I filed a claim October ** last year and was told that the model of my phone is not available so they offered me a cheque. They said it might take up to 5 weeks for me to receive the cheque but it's more than 10 months now and I never received any cheque.Desired Settlement: I request them to deliver the check to me next week and have someone contact me to confirm that the cheque has been sent.

Business

Response:

check #[redacted] for $600 was mailed out to the customer via USPS on 1/*/14 out of our NY office. I have refunded the $95 deductible for the delays with the claim.

Review: I bought a wireless protection plan on a cell phone back on February *-2012. I had a claim when my cell phone was lost/stolen back in September 2013. They did not have my repalcement phone and we agreed on another phone - a samsung galaxy 3 - which was sent to me. From the start I had trouble with the sim card but if I wiggled it a bit, it would start working again, until finally it stopped working all together December [redacted]. When I called them, I was advised, great news, still under warranty- someone from our "escalation department" will call you- to this day NO ONE has ever attempted to call me. I have called every week and I was told they no longer can get my phone- that they will send me a cheque for 575.00 for me to buy my own replacement.. Everytime I call, I get the same "I'm sorry, We are very busy- We are not allowed to talk to the "escalation department- we have to wait for them to call us! Checking on line complaints - people have been waiting since October- with no call back.. I was without a cell phone since December!! When I purchased this warrany was told "3 Day Replacement.Desired Settlement: I need a new phone OR the 575.00 that was promised to me 2 months ago

Business

Response:

we are working to get this customer's check out as soon as possible. I will continue to advise of the status of the check and hope to have that check out by end of next week 3/*/14

Consumer

Response:

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

[Your Answer Here]this is the same response I have been getting for over two months. They say that they are working on it and will send out check and a check never is sent. I believe that it will be resolved when I get the check NOT by putting it off longer. I would like a response as to why they can't send check now??

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

Sincerely,

Business

Response:

check #[redacted] for $578.00 was mailed out on 3/*/14 from our ** offices

Review: I filed a complaint with Global Warranty Group due to a failure of my device, ensured through Ensquared, in February. They told me they would have a phone to me within 3 business days. After 2 days, I checked my claim status and noticed that they had updated the phone model to the incorrect model. I had to call them to correct this issue, and was assured that they would now process that as quickly as possible, and get my the correct phone. After another day, the claim status was not updated (and still isn't, actually), but the CS rep on the phone claimed that it had been updated, then informed me that they had added a note saying that they couldn't get a replacement for my phone, but would like to offer a $650 check instead. Fine, I can go out and buy the phone on my own. It has now been over a week since they claimed to be "sending the paperwork to accounting", and they are still saying it is in the approval process, and they cannot give me an update on when they will be approving and/or processing the payment.

In my most recent call, I was hung up on by the first rep, then the 2nd one told me they are behind because they never send out checks (even though there are many complaints that involve them offering checks), then after asking to be transferred, the "advanced" rep told me that they have so many checks that they are behind on getting them processed.

Additionally, they put a hold on my credit card for "advance replacement" of my device, and are intending to charge my card if they don't receive my device within 30 days from the claim date. They have spent almost half of that time so far not providing any service.

This phone is still available from AT&T also, at a retail price of $694.99.

Issues that I have are:

1. It should not over a week to send out a check if they can send out a phone in 2-3 business days

2. I should not have to police their process for them, and remind them of which model of phone they insured, or prod them along in the process.

3. I have received one single phone call back from them after asking multiple times to be kept updated, and being assured that they would call back.

4. There should not be a hold on my credit card until they send a check, and they should not charge me until 30 days after they have actually provided servicesDesired Settlement: Since I have had to spend my time correcting their mistakes, and pushing them to honor their agreement, I don't believe I should have to pay the deductible on this claim.

Desired Resolution:

1. Refund deductible - The service and process has been so poor that they should not be charging me to process the claim

2. Promptly send the offered settlement of $650

Alternative resolution

1. Increase the offered settlement to cover the actual retail price of the phone ($695), and overnight the check to me promptly

When I was sold the insurance, it was indicated that claims would be resolved in 2-3 business days. I only expect them to live up to that claim.

Business

Response:

check #[redacted] for $650.00 was mailed out of our ** offices on 3/*/14

Review: On January *, 2013 I purchased my daughter's iPhone 4S 16 Gig through an Authorized Verizon dealer. Additionally, I purchased a 2 year, 3 instance insurance policy from Global Warranty Policy for an upfront fee of $175. Each instance was to replace a broken, lost or stolen cell phone with the same model or better within 48-72 hours with a co-payment of $179. Since my daughter travels throughout NYC by public transportation, it is vital for her to be able to keep in touch with me so this policy seemed worth the cost, just in case.

On February **, my daughter lost her cell phone so called their Wireless Protection Program telephone number (###-###-####) to report the incident. I was told that a police report needed to be filed before the process can begin and I went to my local police department and filed the report. I called them back to provide the number and authorized them to charge my credit card company the $179 co-payment which they did on February **, 2014.

When I did not receive a tracking number for the replacement phone, I again contacted them to follow up. I was told that the phone was not in stock and was offered a check of $400 as settlement. I checked APPLE online and saw that I could purchase only a lower level iPhone 4S 8 Gig for $450.00 plus tax. As such I rejected the offer and requested instead the upgraded, lower level 5c or the $400 plus my co-payment refunded, which would cost about the same as the 5c ($549+ 8.875% sales tax). I was told that this needed to go to their escalation department and would be contacted within 48 hours. Nothing. I called again and was told a second escalation would be needed and a response would be received by Friday, February [redacted]. When I did not again hear from them and almost a week after the cell phone loss, I went to APPLE and purchased my daughter a iPhone 5C so that she can at least have a phone. I was going to use the refund check to offset my costs of the new phone.

On Monday, I again called to see what was happening with my claim. I was told that they found a iPhone 4S and was going to ship it. I was unhappy that more than a week later I was getting a replacement for her and would have to return the iPhone 5C I just purchased but at least she was going to finally have this matter settled and I can get a refund from APPLE because of their return policy. I have called since and another escalation was put in but as of today I not yet received the phone or heard back from them on when the phone will be shipped.

At this point they obviously did not replace the telephone during the 48-72 hour replacement time nor have I gotten a resolution yet.Desired Settlement: They had not lived up to their obligation to replace my daughter's cell phone during even the 72 hour or even a reasonable period thereafter. A cell phone is not a luxury item any longer and is a vital piece of equipment. I checked [redacted] and every poster gave them one star with similar instances. Those who took the check option have been waiting for weeks to receive it. As a single mother raising two teenage daughters alone, I cannot afford to replace my daughter's cell phone. This is why I bought the insurance in the first place. At this point, it will be unlikely that I will be able to return the iPhone 5C that I purchased my daughter as a replacement for a refund so I am out close to $600. I am requesting that insurance company credit my credit card the $597.72 (tax included) I spent to replace my daughter with what is now a comparable cell phone.

Business

Response:

Tracking was sent to customer today and phone was received

Review: We purchased a cell phone warranty through the local US Cellular authorized agent. We originally filed a claim on January ** to replace a Motorola ElectrifyM due to a cracked screen. We were told at that time we should have a replacement device by Friday (01/**/2014) at the latest. We had not received the phone on Saturday (02/**/2014) so called to check and they said for some reason there was a hold. I had given them my credit card info to cover the deductible and also a hold so they could ship the new device before returning the defective one. Over the next 4 weeks, I called many many times only to be told they would escalate the claim and I would be called within two business days. I have , to date, never received a call from Global Warranty Group. When I called on February **, I was told the device was unavailable they would mail a check instead. I called on March *, because I had never received the check, to be told it was still in processing. I contacted the office again this morning only to be told the check has still not been sent out.Desired Settlement: I would like to receive payment for the replacement device, plus an amount for aggravation and loss of use - $1,000.00.

Business

Response:

check #[redacted] for $600.00 sent UPS [redacted]

Review: I filed a claim for a lost phone with Global Warranty Group on 04/**/14. The police report that is required with the claim was verified on 04/**/14, and the deductible of $100 was taken out of my account on the same date. The warranty states that the average delivery time is 1 to 2 business days. I have contacted the company, and all I am told is that they have to send an "escalation" to corporate to find out what is happening. I have not received any emails or calls as promised.Desired Settlement: I am now 2 weeks without a cell phone this company said they would have to me over a week ago. I am still having to pay my cell phone charges even though I do not get to use the service. I believe the company should send me the replacement cell phone that I filed a claim for, as well as issue me a refund for the amount of time and effort it has taken me to get this issue resolved.

Business

Response:

UPS tracking [redacted]

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 request that I have my $100 deductible refunded for the time and effort it took to receive my phone. I am convinced that the only reason they finally responded is because I took it up with the Revdex.com. This is no way for a company to treat their customers. I went 2 weeks without a phone and will have to foot the cellphone bill. The deductible cover the weeks of non use service.

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

Sincerely,

Business

Response:

I have refunded $50 of the deductible back to the credit card. Please allow 3-5 business days to see that reflect on your statement.

Review: The end of February my daughter broke her phone and I went to Cellular Advantage where insurance was purchased. They told me that insurance was purchased through 3rd party company and the number was [redacted]. I called and intitiated a claim for a new phone. Claim number [redacted]. I was told claim would take 3-5 business days once the damaged cell phone was received. The said they would email me that day a UPS Label. On March [redacted] I called back as they had not done so....I then on March [redacted] received the email below:

Dear Customer:

Along with this e-mail you will find a link so you can print and use this UPS label to send us your defective unit.

After you click on the Link please follow the below directions when sending your defective phone to the WIRELESS PROTECTION PROGRAM™:

In your box please include: your defective phone, battery and the wall charger.

Remove accessories: such as SIM card, memory card, cases, ear phones etc., because accessories are not covered. Any accessories sent in with your phone will not be returned.

Print the label: Select Print from the File menu in this browser window to print the label below.

Fold the printed label at the dotted line. Affix the folded label using clear plastic shipping tape over the entire label.

If you are not able to open the link below please visit our website at [redacted] , you will need your claim file and cell phone number.

GETTING YOUR SHIPMENT TO UPS

Customers without a Daily Pickup

Take this package to any location of The UPS Store, UPS Drop Box, UPS Customer Center, UPS Alliances (Office Depot, Staples) or Authorized Shipping Outlet near you or visit [redacted] and select Drop Off.

Customers with a Daily Pickup

Your driver will pick up your shipment(s) as usual.

Print Your UPS Label

I then printed label packaged cell phone and charger and sent it back to them on March [redacted] I received the email below

Dear [redacted],

Thank you for choosing The Wireless Protection Program. We are pleased to inform you the deductible for your Broken cell phone claim has been approved and completed.

Your credit card was processed on 3/*/2014 and a charge of $75.00 was placed on your credit card from Global Warranty Group.

Shortly, you will be receiving an additional email containing the shipment tracking information for this cell phone.

The Wireless Protection Program Claims Department

Please do not respond to this email as this email box is not monitored.

The end of the week of March ** I called back and asked if new phone had been shipped as I had not gotten a UPS tracking number. I was told by a gentleman on the phone that "Oh noone called you, we dont have any US Cellular phones available to us anymore, we would like to offer you a check instead. Check amount being $550.00." I said ok will that be shipped soon as I need to purchase a phone and my credit card had already been charged. They told me they would esculate it and I should receive an email confirmation within a day or two with UPS tracking number for check. A few days later I called back. I was told that it was in esculation but that it took a while and I would get an email confirmation. I called back a week later obviously frustrated at this time as I had been told many things. Was told same thing but yet again I asked to speak to [redacted] and was told that a [redacted] wouldnt be able to do anything else for me I asked to speak to a [redacted] anyway. She told me checks take a few weeks and that it would be mailed to my house. I explained I was told I would get a UPS tracking number by 3 seperate employees. She said checks are not sent UPS they are mailed. I explained my frustration and she hung up on me. I have called back 1-2 per week since then and everytime I am told claim is being processed and it will just be another day or two. I have paid $100.00 for policy and my credit card was charged on 3/* for my $75.00 for a phone/check I have yet to receive. I called them back again today just to give them benefit of the doubt and still the same answer.Desired Settlement: I would like what I paid for which was insurance on a cell phone. I would like them to deliver on their word and stop wasting my time. I paid for an insurance on a phone, a deductible and have nothing and it seems to be going nowhere. 3-5 business days has turned in to over a month with NO resoultion. They owe me check as promised.

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.