Global Warranty Group

Review: I filed a warranty claim on February [redacted], 2014. My HTC One phone was damaged and stopped working. They charged the credit card immediately, $95 deductible and $381 deposit until the damaged phone is returned. They did not have any HTC One replacement phones in stock so they said they were going to send me a check of $650 to purchase the phone. The agents told me that I would receive the check within 3 - 5 business days. After 2 weeks of not receiving the check or a call, I called numerous times to escalate this problem with them. The agents told me their accounting department would call me back to discuss the issue. I have not received any calls back. It has now been 2 months. I had to purchase a phone out of my own pocket, including the cost of the deductible and deposit.Desired Settlement: I would like my check of $650 for the warranty. Once I receive the check, I will mail them back my damaged phone to receive the deposit of $381.

Business

Response:

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

Review: Sold 3rd party insurance plan through Rogers for wireless device. Plan not explained. Result: countless hours of wasted time and no phone replacement.

Three year contract was signed by an agent named [redacted] at the [redacted] and [redacted] location. My insurance plan with Rogers was for $199.00 plus tax (in ADDITION to the 3-year service plan which was valued over $3600.00). This was all paid for monthly through my TD VISA. With the purchase of a Samsung Galaxy S2, I was sold a protection plan (not knowing it was a third party insurer). I was lead to believe that my phone could be lost, stolen or damaged as many times and would be replaced instantly by Rogers. A year later (Mid February 2014), my phone was stolen from an establishment. After countless hours of speaking with a Rogers representative, it was brought to my attention that the only way I could deal with my situation was through Roger's third party insurer.

Late February, I started making my claim through this third party insurer. After being told that my phone was no longer in production/available - the only option given to me was an offer of the amount/value of the phone at the time of purchase.

After three weeks with no phone/and continuing to pay my $100+ rogers bills on a monthly basis - the situation stood at me being told that I would be sent a cheque of $475.00 plus HST (the value of my phone at time of purchase). This offer, I was not happy with from the start given that all the available phones which were offered to me instead of my Samsung Galaxy S2 were over $800.00. As a result, I was forced to purchase a refurbished phone for approximately $500.00 (all I was able to afford). I only agreed to these terms because I was told that I would be receiving a cheque within 2 weeks for $475.00 plus HST as well as a refund for the 3 weeks of my unused Rogers plan.

Since then, I have been carrying the $500.00 refurbished phone charge on my credit card which has accumulated over $100.00 dollars in interest charges (I just paid this off in full this week and still have not received my refund/cheque from Rogers third party insurer). In addition, a $10.00 monthly fee was added to this plan to protect this new refurbished phone.

Over the past 4 months, I have made numerous attempts (10 times) to contact this company and escalate the situation. Each time, an agent or their manager told me all they can do is enter my complaint into their computer system (which they said would escalate the complaint to speed up the process in order for me to get my cheque). Every single phone conversation took over 2+ hours (the majority of the time on hold or being transferred to someone higher) - only to be told the same thing.

At this point, I am beginning to question whether Roger's third party insurer are even a legitimate operating business. I have completely given up with this third party insurer as I have no more time to waste. I now hold Rogers entirely responsible for this situation based on the poor sales agent who did not follow proper protocol when setting up my contract.

If my settlement is not met, not only will I be cancelling my service with Rogers - I will be escalating this situation to a higher level. I really hope that somehow Rogers can change my negative perspective/experience into a more positive one by meeting my settlement.Desired Settlement: My minimum settlement is for the promised $475.00 plus HST cheque as well as the $100.00 interest and the refund of my missed 3 weeks Rogers plan due to not having a phone. I also require the $199.00 for the third party insurance which has been proven to be inefficient (I am currently STILL paying a $10 monthly fee for this refurbished phone that I am not happy with).

If this minimum is not met, I will be taking this matter to a higher level (with Rogers and it's third party insurer) where I

Review: This company Is a scam!!! They will not send me the cheque to replace my phone.Desired Settlement: I would like to receive the money that I am owed. If not, I would love to see these sumbags put In jail and left to rot! I am sure I speak for the thousands of others who have been ripped off as well.

Review: I signed up for the program when I got a line from Fido. I filed a claim since [redacted] of February 2014 and was promised I will get a replacement phone. Unfortunately they didn't have one so a check of $300 was promised to be issued within 2 working days since February **, 2014. Up till date there has been no check.Desired Settlement: Please can I have my check?

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:

?

Thank you for getting back. This is the same thing they have said since February ** when the complaint was filed. The check is meant to be used for a replacement phone...since February [redacted]. This is unacceptable. Yet they have taken $95 for the claim I made. Of what use is all of this to me if I'm paying $95+ $119 that I used in getting the warranty. I don't their response. All I want is my check and an end to this.

Sincerely,

Business

Response:

check #[redacted] for $300.00 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: Our son bought a cell phone from Cellular Connection in Huron, Ohio. Upon that sale they also sold him an insurance agreement for $100 from Global Warranty Group in May 2013. In October 2013 his phone wasn't working. He called Global and they said it's an additional $75 deductible and to send his phone in, they will review and replace at no charge. We again paid the $75 and sent the phone in to them. They called us in December and said the phone was not replaceable and they would send a check to us for the value of the phone at purchase of $350. January [redacted] I called to check on the whereabouts of this check and they said it was sent to processing on December [redacted] and is still there. Today, January ** I check with them again and they said it was still in Processing dept. I asked to speak to a [redacted]. After waiting nearly half hour I got a [redacted] supposedly and she just agreed with everything. I told her I need a return call today as to when the check will be in my hands. I also did tell them I was contacting the Revdex.com. They misrepresented the insurance stating it was from Verizon to my son or it was interpreted from Verizon when Verizon has nothing to do with them.Desired Settlement: I'd like to get the $100 insurance contract fee, the $75 deductible fee, and the $350 for the reimbursement of the cell phone.

Business

Response:

Check #[redacted] for $325.00 was mailed out on

1/**/2014

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted] and have determined that my complaint has NOT been resolved because although I received the check in the mail today I have made numerous calls to this company in regard to this claim and I strongly feel they did not meet my son's agreement in replacing his phone and due to time limits in regard to settling this situation I sincerely doubt they will be helpful in the future. I am upset that Verizon chose a company such as this to represent insurance for their phones and has caused some doubt on my future purchases of Verizon phones as well since dealing with this company. I would like my son's $100 "sign on" contract fee back as well as the $75 we paid to get the phone replaced. Then, we will wash our hands of this company and no good will ever come from us using them again.

You may feel I'm being too harsh, but when a company offers a service, they should be timely #1, then they need to follow through with their agreements. I think if the check would have come a few months back I wouldn't be so sour toward this company, but I am and again due to the time it took to resolve.

Sincerely,

Business

Response:

I have refunded the deductible of $75.00 which can take 3-5 business days to show up on the customer's statement. I am not able to refund the cost of the contract which is good till 05/**/15 and we can update the phone covered if the customer sends in Proof of Purchase of the phone they replaced it with.

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 submitted a claim for my broken cell phone. They have been giving me the run around for 4 weeks either telling me first they would replace my phone then tell me they would cut me a check after I paid the $75 dollar deductible with my credit card. They have taken my deductible payment but have failed to provide me with a replacement phone or payment the cash settlement they have promised. They continue to tell me that the check had been cut and it on the way but is not the case. The check has never been sent.

I continue pay them monthly through my cell phone provider for this insurance on my phone but make almost impossible to have a claim paid. I only want the coverage they promised and for them to pay my claim.Desired Settlement: I would like them to pay the warranty claim that I have been trying to get them to do for the last 4 weeks.

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:

The excuse for not paying a claim because they have run into difficulty is not an good excuse. They still demand timely payment of the insurance premiums for which I still pay with every cell phone bill. I've paid my deductible of $75.00 when they required it over 4 weeks ago. I feel if they are unable to pay there claims they should stop selling a policy they cannot fulfill. They are deceiveing there clients and taking payments for a service they make very difficult to claim. I would like my payment made immediately and over nighted to my address on record with this company.

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

Sincerely,

Review: We purchased a warranty protection plan for an I-Phone through Global Warranty Group. Our phone was damaged in October 2013. We filed a claim and sent the phone to GWG on October **, 2013 per their instructions. After they charged our credit card the $180 deductible, GWG was required to reimburse us $700 for the cost of a new phone. We have called on November **, December **, January *, **, **, and **. They initially informed us the payment would be made by the end of January 2014. However after today's call they have not processed a check and cannot provide any information on the status of our claim or when we will be reimbursed per the terms of our warranty.Desired Settlement: We expect GWG to honor the remaining warranty payment of $700 per the terms of the warranty.

Business

Response:

Check #[redacted] for $650.00 was mailed out on

1/**/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: This company provides insurance for cell phones. I have two damaged phones which they have informed me are covered under my insurance policy. They are supposed to send me a replacement phone but have stated they don't have a replacement phone in stock for my phone model. Instead they offered me cheques in the amount of market value of the phones that are to be replaced. One cheque for $650 and the other cheque for $550. They charged a deductible to my credit card for each claim of $45 each. They then informed me that they would need to charge $350 per claim on my credit card as a holding fee. They said once I receive the cheques I am to mail them back the damaged phones and the $350 holding fee for each device would be given back to me once the phones were received by them. I am still waiting for cheques and I have been billed approximately $800 on my credit card, still accumulating interest for several months.

It has been several months and several follow up calls later. Each time I call they tell me that my cheques are still being processed. I complain and tell them it shouldn't take several months to write a cheque and mail it. I ask to speak to a [redacted] and they tell me a [redacted] is not available to speak. Instead they tell me someone from retentions will call me back within 2-3 business days to discuss the status of my claim and put priority on it. I have requested a call from retentions about 3 or 4 times now and not once have I been called back and I am never allowed to speak with a [redacted] or [redacted] when I call.

Since I started the claim I have been eagerly waiting for the cheques so I could replace my damaged phones. I could not wait for one of the phones and purchased a new one out right for total retail value of $791 including HST.

I have spent over $1500 on this claims process and a replacement phone since January and have not received any cheques yet. In the meantime the fees on my credit card are accumulating interest and this company is not providing any help or doing what they claimed they would do.Desired Settlement: Please mail me the cheques for the replacement costs of my phones and refund the $700+ being held on my credit card.

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.

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: I purchased the phone replacement insurance at my local Rogers phone dealer. I broke my phone, contacted GWS to file my claim on July *, 2014. They required a $95 deductable plus a fee of $381 that is to be returned to me once they receive my broken phone. Both of these charges were billed to my Credit Card. I was told my replacement phone would be shipped within 4 business days.

I returned from vacation two weeks later no phone, checked tracking info and there was a notice for me to contact them, my phone was no longer available. I was told I would be mailed a cheque with in four business days in the amount of $550 that I could purchase a new phone with. My broken phone was no longer usable so with the knowledge a cheque would be arriving shortly I purchased a new phone on July [redacted]. I was told to mail the broken phone in upon receipt of the cheque and purchase of new phone. I have 120 days to return the broken phone for the refund of the $381.

The current status is that I have a broken phone, GWG is holding $381 until I return the broken phone and I have not received the $550 cheque.

I have called several times a day and the phone rings busy. I contacted the [redacted] where I purchased the broken phone and insurance plan, they forwarded a link to contact the Revdex.com with my problem.Desired Settlement: Prompt payment of the $550 for replacement phone and return of $381 that is being held until I return the broken phone. With lack of interaction from GWG I am hesitant to return the phone until contacted by them or receipt of the $550 cheque.

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: 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: We were recommended to this company by a 3rd party US Cellular provider for Cell Phone Insurance. We paid for insurance coverage a year in advance. We filed a claim with Global Warranty Group back in February, 2014 and was informed that US Cellular dropped them as an insurance carrier around that time. Our option provided by Global Warranty Group was to be issued a check in the amount for the full retail value of the cell phone. We immediately paid the $100 deductible (which was also immediately cashed) in order to process our claim. In the course of almost 6 months, we have persistantly tried to get a status update from customer service. They have been unable to assist us with this request. We have contacted Global Warranty Group on a weekly basis since we filed our claim. They will not allow us to speak to someone in accounting or a memeber of management. The status is always the same no matter who we talk to. The last email we received on July *, 2014 from an Escalation Representative read: "Regretfully I do not have an answer for you. Your claim will be monitored on a daily basis until your check has been issued and sent."

We honestly believe nothing has been done with our claim or the check that is rightfully ours. I have gone months wtihout a cell phone and have continually paid a cell phone bill with data included on a phone I do not have.

The delay and lack of customer service is unacceptable.Desired Settlement: - A check in the amount of the retail value of my Galaxy S4 (from when claim was made back in February, 2014)

- Express our disappointment to a member of Upper Management

- Our full deductible returned ($100)

- Some sort of compensation for bills paid on a cell phone we didn't have (as well as time & suffering)

Business

Response:

check #[redacted] for $645.00 sent 7/**/14 via USPS from our ** office

Review: I purchased third party insurance from Global Warranty Group to cover theft,damage,repair...etc. of my mobile phone early in 2013. The phone was a Samsung Galaxy S4, and on November **, 2013 I paid a deductible and initiated a claim after my phone had been stolen. I was given a claim number ([redacted]) and told that a cheque covering the value of the device ($700) would arrive in the mail within two weeks. The cheque never arrived, and since that date I have called into their offices more than 10 times and every single time I have been given the same scripted response that accounting is working on mailing the cheque out and that "we have issued an escalation ticket" to resolve the matter promptly. Every single time I was told that somebody with more information on the matter would be giving me a call back within 48 hours once the escalation was filed, but I have not received a single phone call. Furthermore, when I request to speak to someone in accounting I am time and time again told that it's not possible to connect direct to accounting and supposedly there's no line of communication between departments in the company. This past week I phoned infer the last time and sure received the same typical scripted response, "we are so sorry" "we are working on sending out your cheque" "I have just issued an escalation." I notified them that I was calling in to have matter resolved immediately, and if it was not resolved I would be filing with the Revdex.com. At this point, this company seems to be nothing short of a fraud that has been taking money up front from customers and refuses to pay out when a claim is filed. I have wasted more than enough time on this matter and this company has strung me along for far too long.Desired Settlement: I would like the full amount of the cheque sent to me as agreed upon in the initial service contract. my address is [redacted].

Thank You

Business

Response:

check #[redacted] for $700.00 sent 7/** via USPS from our ** office

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: 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: 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: 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: 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