Global Warranty Group

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: 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 purchased 2 year extended warranty on iPhone 5 at Rogers Wireless dealer for $150. The plan called for replacement of phone if lost or stolen. Plan sold under name of Wireless Protection Plan, which I determined from their call centre was part of the Global Warranty Group. Claim made and accepted November *, 2013. Told that they had no iPhone 5s available, so would I like a check for $685? If yes, they'd charge my credit card for the deductible of another $149 and gave me Claim ####-###-####-[redacted] and told to use [redacted] to follow my check timing. They said my check would come in 4-6 weeks. Checked website but it says nothing of value. I have called the call centre (###-###-####) about once a week since then, always with the same story: "we're so sorry the phone wasn't available and a check is coming. It's being processed. We'll escalate your matter to our processing group and they'll call you at the number we have. It takes a couple of days for them to respond."

I did actually have a message left on my answering machine in February saying the check would likely go out at the end of the month. No one single call or acknowledgement after all my calls to the call centre. I have lived without a replacement phone for 6 months!!!! I am very surprised that this company would be approved by the Revdex.com with this type of action. Thank you for your assistance.Desired Settlement: I want my check payable to me under the warranty agreement as they have acknowledged they are processing 20 times.

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:

P

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]

The "delay" identified in processing has been going on for over 6 months now. There is no excuse for such a delay when the point of the obtaining such a warranty is to assist immediately in replacing the missing item. Assuming GWG is I'm fact solvent, it should desist with the delay tactics and make good on its financial commitments! Writing a cheque can be done manually (I'll come and show them how). One can only assume they have no intention to pay. I would like the Revdex.com to continue to assist In overcoming these weak and entirely unreasonable excuses. How long can this company continue with the delay tactics in Al good conscience?.

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

Sincerely,

Business

Response:

check #[redacted] for $699 sent 6/**/14

Review: We purchased an extended warranty/protection plan for our mobile phones from Global Warranty Group (GWG). We filed a claim for a broken phone with GWG. But after paying the deductible, we are told that the phone we want is out of stock; however, we are informed that we will be sent a check to cover the cost of a new phone. We never received a check or a replacement phone from the company. We are encountering difficulty in getting a response from the company about the status of our claim as they keep telling us it is in process. It's been well over a month since this has started and we are still without a check a $550.00 as promised, for the phone. We have since been forced to put out another $500 for a new phone for my daughter along with all the other money we have put out for them. This is absurd!!!Desired Settlement: We want our cash NOW. I also feel we should be credited to pay our service charge from our phone service provider as we have had no use of a phone for over a month! So to the $550, it would be nice to get our $75 /month for not being able to use the service!

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: Returned a Haier Wireless 9" Android Tablet with a drop/spill contract and they will not answer, replace or repair tablet. Items sent insured US Mail on May **, 2014 and delivered May ** to their company. I have tried over and over to called them but calls are routed to an extension that has been busy for weeks.Desired Settlement: Replace or Cash value $131.95

Review: My iPhone 5S was stolen on Saturday May [redacted] and notified the Wireless Protection Program (a subsidiary of Global Warranty Group) on Sunday May [redacted] and filed a claim to replace the stolen iPhone. I filed a police report with my local police department as requested and submitted all requested information on Sunday night. I was charged my $150 deductible on my VISA on Sunday night as well. The representative I spoke with advised that it takes about two days to process the claim and that I should receive the iPhone within two business days after it is approved. On Monday May [redacted], I received a confirmation that my claim had been approved and that I was going to receive another email with tracking information to come shortly. This was the last written correspondence I've had with Global Warranty Group. I called in on Tuesday May [redacted] and spoke with an associate regarding me not receiving my tracking information. She advised to me that she would forward this request over to the company's escalation department and that I should receive the tracking information the following day. I didn't receive any emails from the company so I contacted them once again on Wednesday May [redacted]. The representative I spoke with advised that he did see the request and that there was no tracking information available to give to me. I requested to be contacted once the tracking information was received so that I could make sure that I had that information for my records. I did not receive a call but managed to locate the tracking information on their website the following morning (Thursday May [redacted]). I checked my tracking number on Friday May [redacted] and noticed that the status had not changed on the package so I contacted the company once again. I was advised that the escalation department is unavailable and that I would need to wait until Tuesday May [redacted] to follow up and figure out where my iPhone was. I stressed my concern with the lack of communication and requested to be contacted once any new information was found. I waited the entire weekend under good faith that the company was just experiencing a slight delay in handling my claim. I checked the status of my package earlier this morning (Tuesday May [redacted]) and still no update had been made so I contacted the company once again. The representative I spoke with advised that the package is awaiting pickup and that I should receive the iPhone by tomorrow or Thursday. I tracked the package once I arrived home from work and noticed that the status still had not been updated. I am very frustrated and concerned that I have yet to receive my iPhone and that I have to continually follow up with the company in regards to the status of my claim. The company has failed to provide service to me within the set time frame and has yet to keep me updated with any problems or delay.Desired Settlement: Due to the delay in claim handling and lack of communication from the company, I request that my deductible ($150) be refunded and that my iPhone be shipped to my requested address. If I do not receive my iPhone by Thursday May [redacted], I will file a dispute with my credit card company.

Business

Response:

Phone is on back order at this time we will advise when we get the phone in stock.

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 my iPhone on 06/**/2014, the company failed to address my multiple requests for a follow up call in regards to the claim. The only call I received was on 06/**/2014 to advise me that the iPhone was backordered and it would be shipped once in stock. I had become aware of this backorder on 05/**/2014 when I spoke with a representative. I also emailed the company on 05/**/2014 and never received a response. The company did finally send me my tracking number, but I received this email AFTER the phone had already been delivered. Attached are the following: my email to the company, the tracking email, and the initial email sent confirming payment.

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

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 have purchased GWG warranty

Claimed it alomost a year ago.

Still, I did not receive any checks or replacement phone.

My address on file has been changed and notified with [redacted] address

handset - ###-###-####

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: Three months ago I put in a claim for a lost/stolen tablet and cell phone. In spite of repeated phone calls from me and the store where I purchased the insurance coverage, nothing has transpired. At some point in mid-December, I was told they would not replace the tablet nor phone but would send checks - $350 for the phone and $400 for the tablet.

When the tablet and phone went missing in October they sent a replacement phone that broke down within weeks. After many phone calls they sent a tablet 6 weeks later. The tablet would not charge. I paid replacement fees for both these items. So now I am out the replacement fees and the promised replacement checks.Desired Settlement: Please send check immediately for $750 (for phone and tablet) plus replacement fees of $75 and $135 for a total of $960.

( I would have settled for the original $750 but I have had to pay for a new phone and put in many hours chasing these scoundrels down.)

Business

Response:

check #[redacted] for $400 and check #[redacted] for $350 were mailed out of our NY offices on 2/**/14

Review: I broke my cell phone back in January and I had insurance through Global Warranty Group. My phone carrier is Verizon. I received a call the 2nd week in February stating that Global Warranty group could not replace my phone and would I accept a check for $550 the value of my LG phone. I accepted this offer and asked when I would be receiving my check. I was told the check would be mailed within a week or so. I then purchased a new phone and sent my broken phone as promised to Global Warranty group. It is April [redacted] and I still have not received my $550 check. I have made several calls and I am always promised that my case will be "escalated" and that someone will "return my call and update me on the status of my check". I have never received such a call or my check.Desired Settlement: I would like to receive my check owed for the amount of $550.

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: When I purchased my wireless phone (an LG G2, value $649), I purchased an additional "Wireless Protection Plan" through Global Warranty Group. The brochure which outlines the plan indicates that it covers the device against for loss, theft and accidental damage and that a replacement device will be shipped overnight delivery after claims approval. The price of the coverage was $99 for two years. Within the 2 year period I dropped my phone and cracked the screen. I contacted Global Warranty's claim number and initiated a claim on January *, 2014. The representative informed me that before my claim could proceed I would either need to send them my broken phone using a prepaid shipping label they provide, or I could let them process a $300 hold on my credit card. I opted to go ahead and send them the broken device. During that initial call, I also paid a $90 deductible using my bank card. Almost immediately after that call, I received the UPS shipping label and I shipped the broken device to them the next day. I tracked the package using the UPS web site and once I confirmed that the package had been received (signed for by someone named [redacted] on January **, 2014) I checked the status of my claim on Global Warranty's web site ([redacted]). The site told me that I needed to contact them to discuss my device replacement options. I contacted the company and was informed by the customer service representative that they could not obtain a replacement for my phone model and they would instead send me a settlement check for $550. I agreed to accept their offer and began waiting for my check. Ten days passed before I decided to call again on January **. At that time I was told that the check was "processed" on January ** and that it was probably already in the mail or would be within the next few days. I did indicate to the representative that I felt the process had been unnecessarily slow and that I would like to know exactly when the check was mailed. She offered to forward my claim to their "escalation team" to get an exact date and that they would contact me within 48 hours. That didn't happen. Apparently neither did the actual mailing of the check. As of today, January ** the check has not arrived. This morning I did a little online research and found many customer reviews with horror stories that are eerily similar to my own and in fact, some of their customers have been waiting MONTHS for a resolution to their claims. If those reviews are accurate, and at this point, I sort of have reason to suspect they are, it is the standard business practice of Global Warranty Group to collect a deductible from a claimant and then fail to fulfill their end of the contract. I did contact the company again this afternoon and got the same basic line from the company. My check was "processed" on the [redacted], the representative doesn't know why I don't have the check yet, it's probably in the mail right now, we'll have the escalation team call you within 48 hours, and so on, et cetera.

So to recap, Global Warranty Group has the $99 I initially paid for what they call "coverage." They have my $90 deductible. And even though it has a cracked screen, they have my $649 LG G2 . I, on the other hand have nothing to show for any of it. Can someone please hold this company accountable?Desired Settlement: At the very least, I would simply like the $550 check I have been promised for the past 3 weeks. It would also be wonderful if someone could intervene on behalf of all the other customers who are awaiting final resolution of their claims.

Business

Response:

check #[redacted] for $550.00 was sent out of our ** office on 2/*/14

Review: In October 2013, my phone was broken so I called the wireless protection program. I paid the deductible and had the cost of my phone placed on my visa until my old phone was received by the company. I was told there was none of my Samsung Galaxy III in stock and was asked if it would be okay to receive a check, as this would be a faster process. I agreed as I needed a new phone. At the end of the call I was told I would receive the check in 4-6 weeks.

It has now been 6 MONTHS and I have yet to receive this check. I sent my damaged phone in and was given back the money that was put on my visa, but without a phone I had to buy a new one. I have called on a regular basis and have received no answers. I am constantly being apologized to by the call center representatives, but nothing is being done. Every escalation call I have made has resulted in the call center being told that they are still waiting to hear back from the accounting department (the Global Warranty Group never contacts me directly, I have to call the call-center yet again to hear their response to my complaint). Of course I believe this to be a lie, as in 6 months the accounting department has yet to respond to this situation? The Global Warranty Group is wanting me to forget about my check so they can keep my deductible and not have to pay me for the service I paid for.

At the start of January 2014,I finally received a phone message apologizing for the inconvenience and was given $50 back from my deductible (not the full amount) for said inconvenience on my visa. This message ended by saying that I would receive the check by the end of the month. For a short time I was not stressing about the situation. Being a full-time student, I of course was under a great deal of stress and dealing with this situation had only added to that stress. I was also relieved that in 2 months I had FINALLY had some sort of response from the company.

We are now nearing the end of April and I am done waiting. I have asked several times for a call back and have received no word back from the protection program. This check is something I need, and am owed by the company, for replacing the phone I had to purchase 6 months ago. I paid the deductible fee, I paid for my old phone to be sent away, I had to get out of my old contract for my old phone in order to purchase a new one (because I was told it would be faster than waiting for a new phone) and the protection program has done nothing for me.

I called the company on a regular basis, never getting angry or rude with the call-center agents, simply just asking for someone to speak to me about the situation (the company fails to provide another contact number besides that of the call-center). I even obtained the E-mail address contact, which I sent MANY Emails asking for someone to contact me, and was not responded to even once.

All I ever wanted was for the company to stand behind their contract and replace my broken phone.Desired Settlement: I would like to finally receive the check I was promised to receive in December of last year, as a replacement of my broken phone. I would also like an apology from the company for their lack of customer service and to acknowledge how much stress this situation caused me to be in while I was in school and relying on a check to pay off a phone, for 6 months.

Business

Response:

check #[redacted] for $475.00 sent 4/**/14 from our ** offices

Review: On Friday 12/**/13 I filed a warranty claim for my sons Motorola Droid phone with Global Warranty Group (wireless phone insurance coverage) and we requested a replacement phone. They deducted $50.00 from my credit card to cover the deductible cost for the replacement. On Tuesday 12/**/13 we received a phone call from [redacted] regarding our claim. She informed us they didn't have a replacement phone to send us, so they would send us a check for $450.00 to cover the cost of a replacement phone. As of today 6/**/14, I have made atleast 4 follow up phone calls to inquire about the check. Each time I am told they will escalate my request and that they will contact me when the check is on its way, but I have never received a call or an e mail on the status of my claim. Unfortunately the claim status in their tracker system never changes either, all it shows is my claim on 12/**/13 for a replacement phone. I also reminded them during my last call that they need to also reimburse me for the $50 deductible, since we didn't receive a replacement phone. I have tried to be very patient and allow them time to process the check before I made each follow up call, but I feel they are taking complete advantage of us, which is not fair. I did what they asked of us and immediately returned the damaged phone, expecting they would follow through with their promise. Customer service is extremely important and companies and their employees should always strive for 100% satisfaction. Right now they are falling very short of that in my mind.Desired Settlement: I expect a refund check in the amount of $500.00 made payable to me. I would like to request notifications of the status of my claim with you during every phase of the process. You can send me email updates. My email address was provided to you in step 1. I would like a resolution to this within a month and the check to me either within that time frame or shortly thereafter. I hope that is a reasonable length of time, if not, please let me know what your expectation is to resolve this matter. I appreciate your help in resolving this matter.

Business

Response:

check #[redacted] for $450.00 sent 6/**

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 reimbursemt check does not include the $50 deductible that was charged on my credit card for a replacement phone we never received. When you file a claim for a replacement phone, the company should only charge you that amount if they actually send you a replacement phone. We never received a replacement phone, therefore they should refund the $50. I expected reimbursement for that as well as I wrote in my initial complaint. I would appreciate your assistance in getting reimbursed the $50. Thank you, [redacted]

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

Sincerely,

Consumer

Response:

At this time, I have not been contacted by Global Warranty Group, LLC regarding complaint ID [redacted]. This follow up complaint was only for the $50.00 deductible that should have been reimbursed, since no new phone was received.

Sincerely,

Review: I filed a claim with global warranty group on April *, 2014.

I opened a claim to have my 16 gb iPhone 5 replaced.

Gwg took $699.99 off my MasterCard as deposit so that I could have my claim processed and sent out while they waited to receive my damaged phone. They did so on April *, 2014.

They also took $179.00 deductible from my MasterCard on April *, 2014.

On April **, 2014 I called them because I had not received my replacement phone and they had received my damaged phone which I confirmed through Canada Post tracking. They informed me that they had no replacement phones to offer me and they were in the process of issuing me a cheque in the amount of $650.00 and it would be sent out shortly within days.

They refunded the $699.99 deposit back to my credit card. They remain in possession of my damaged phone, my $179.99 deductible and owe me a cheque in the amount of $650.00.

I have called them to inquire why I haven't received my cheque upwards of 15 times and have been unsuccessful in receiving what is owed to me. I have requested multiple times to be contacted by their escalation team and nobody has ever called me back.Desired Settlement: I want the $650.00 that is owed to me with additional interest on that money and the $179.00 that has been held on my MasterCard.

Consumer

Response:

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

Sincerely,

Review: I purchased this warranty service for $150, a year back to cover damage to an iPhone 5. I filed the claim, and paid a $150 deductible to get my phone replaced. The confirmed it was covered under the warranty and would be shipped out within a week. They also placed a $699.99 hold to ensure I returned the broken phone after a replacement had been received. I never received a replacement and was then told 2 weeks later that they couldn't send a phone and would need to send a check instead. After following up multiple times, it turns out the check was processing indefinitely, hadn't been sent and they didn't have an estimated date of arrival. They then proceeded to fraudulently charge the hold amount. They did this without sending any replacement phone or check, and were never authorized to charge that amount. When called about this they refused to refund the amount unless the claim was cancelled. Then when I wanted to cancel they said they couldn't as they weren't sure if they issued a check yet.Desired Settlement: I need a full refund of all 3 of the charges for the service. I never received the service I was told I would, then was fraudulently charged in a way I never authorized. I also should be compensated for the wasted time I have spent dealing with their scam and trying to recover my money, this includes interest on the service charge.

Business

Response:

customer requested cancellation of claim on 12/** so I cancelled the claim and refunded the deductible and the hold back to the customer. It can take up to 3-5 business days to show on the customer's credit card.

Review: Global Warranty is the insurance company for my cell phone. This company is completely separate from my cell phone which is through U.S. Cellular. I started the process of making a claim on Friday, May [redacted]. The process is still ongoing and I haven't received the check promised to me. I sent my phone to them as requested. I was to receive a phone call once received and never did, so I called only to find they didn't have any replacement phones to match my phone. I was offered a check for $580 to replace my phone. I accepted the offer and was told someone would be calling me within 24-48 hours. Nobody called. I have been going back and forth with them for 7 weeks now. Every call is scripted the same (We will send another escalation and you will hear from someone with 24-48 hrs.) Never happens. You can't speak to anyone in escalation. You can't speak to a supervisor. I sent them my phone leaving me with nothing as I was suppose to have a replacement phone within days. I was charged a deductible. I am being charged insurance from them for a phone I don't have. I am being charged from my wireless carrier for a phone I don't have. This is not acceptable.Desired Settlement: Would like the check for $580 that was promised to me well over a month ago so I can replace the phone that was damaged.

Business

Response:

check #[redacted] for $580.00 sent 7/**/14 via USPS from our ** offices

Review: I had dropped my phone and cracked the screen all over. So I made a claim on March ** 2014, they first said they will send me a new phone within 2-4 business days. They charged me for my deductible $95 and a $381 hold until I send my damaged phone to them, 2 weeks went by and I received nothing. I then called them to follow up and they said they forgot to contact me to say they don't carry that phone anymore and that they can send me a check of $578 that will take 14 days to receive. They then said to not send my broken phone in until I receive my check. I agreed to that and almost a month went by so I called them, they said they will escalate it and send it out immediately. Now calling them and emailing them I cannot get a hold of them. The number I have always been calling is now "disconnected or out of service" and they will not respond to my emails. It has been over 5 months and nothing has happened. I can track my claim online and it says that the claim is closed. It says it was shipped April * 2014 but I have called them in May and they told me it hasn't been shipped yet. I have a email from June ** 2014 stating "Dear [redacted], 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. The hold charge will be refunded when your broken device has been received. Thank you" So to this day I have paid my $95 deductible, have a $381 hold on my credit card, and they owe me $578. I am not happy and they will no longer deal with me so this is my last option.Desired Settlement: I still have my broken phone and will gladly give it to them so I get the $381 hold off my credit card(5 months on going). Once I receive my check of $578. I have been out almost $1000 for 5 months now and something needs to be done about it.

Review: I filed a claim on February **, 2014 for my broken Samsung Galaxy S3 in White. The screen was shattered. There was a deductible of 90$ in which I paid and I was promised a replacement phone within two days. February [redacted] I received a phone call and was offered a check instead of the phone because they were out of stock. On February [redacted] I called to accept the check. On April [redacted] I called for an update on the check an escalation was put in. On April ** my phone stopped working completely so I called them again asking if they could send the phone instead if it was quicker. On April **the I confirmed with them to send the phone out. On April [redacted] I received a called saying they were ordering the phone for me and they would refund me $45. On May [redacted], and [redacted] I called and was transferred to advance care team asking for a tracking number on my phone. May [redacted] I called twice once asking for the phone and the second time I saw [redacted] complaints and called them back immediately because I was not alone with this problem. I have been dealing with this issue for about 4 months now and I have only received one returned phone call during this time. I have inconvenienced a co worker of mine who is letting me borrow their phone for the time being which I need to return. This is one of the worst experiences I have had dealing with a company. I was told by Verizon that they no longer deal with this company and I have been handling this on my own. This has been very stressful and I have received no feedback except for one phone call. This is unacceptable and I just want the replacement phone that I have been paying insurance on and the deductible.Desired Settlement: I want my phone that I have been paying insurance on a Samsung Galaxy S3 in white

Business

Response:

check #[redacted] for $400.00 sent 7/**/14 via USPS from our NY office

Review: I filed a claim with Global Warranty on 02/**/2014 to have my IPhone 5 replaced! It is currently 03/**/2014 and I have not received the check yet. Furthermore I learned that the amount offered my $550 could have been $650 if I would have negotiated. I feel this company deceived me in the amount of money they are sending to me and secondly I purchased this insurance to have my phone REPLACED not a check sent to me. I paid the full amount of this insurance upfront at the time of purchase only to find out now that I must pay an additonal $179! I have been without a phone replacement or refund check for almost an entire month. I find the customer service is extremely poor. After the numerous calls made day after day I could only be told that my "check was in processing" with no idea of when to expect to receive the check! This has been the worst experience with customer service and the insurance has not provided the protection that I believed I was purchasing.Desired Settlement: I feel that Global Warranty Group owes me the $550 PLUS another $100 that they cheated me out to replace my IPHONE 5. The time wasted and lack of service both have enraged me during this whole process. Again I do not have a refund check yet.

Business

Response:

Per the terms and conditions of the contract there is a $179 deductible which was discussed with the customer when the filed the claim on 2/**/14. We attempted to process the deductible several times and each time it was declined. The deductible was approved on 3/**/14 and not the check can be processed.

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 still have no idea when my check will be mailed! Also, I called about this claim numerous times and not one time was I told there was a problem with the deductible payment not processing! I was told only that the claim was "in processing!" Nobody took the time or effort to find out what the problem was for me! I could not receive my email because I no longer had my IPHONE! I had to borrow a friend's phone and have my cell connected since I finally realized that Global Warranty Group was not responding or fulfilling my claim. WHY WAS I NOT CALLED? OR WHY WAS I NOT TOLD WHEN I KEPT CALLING to follow up the claim? This poor service is NOT ACCEPTABLE! Per the terms of the contract nothing was fulfilled as described on Global Warranty Group brochure. The information clearly states that "If your exact model is not available, you will receive equipment of like kind and quality in terms of features and technology. All replacement equipment may be new or remanufactured." I was told since I had the IPhone 5 I could only get a refund check of $550! That is not per the terms of your contract! Also it states on the front side "covers all makes and models!" This insurance has proved to be deceptive! Where is the customer service? Today is 03/**/2014 and only today did I finally get a confirmation that the deductible was processed. I asked that once this processed that I be CALLED with a date when the check was mailed - it did not happen AGAIN!

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

Sincerely,

Consumer

Response:

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

[Eventhough I have paid the deductible I still have not been advised that my refund check has been mailed. This is the way my entire claim has been handled - poorly! I was told I would have a date that the check would be mailed the next day after the deductible processed. That did not happen! Global Warranty continues to make promises that they do no keep! When will my check be mailed?

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

Sincerely,

Business

Response:

check #[redacted] for $550.00 was mailed out of our ** office 3/**/14