Global Warranty Group

Review: I put a claim on my broken Sprint Galaxy S4 on 3/**/2014. On the date 3/**/2014 they charged my card for $100.00 the agreement of my deductible. The next day I contacted GWG to see about status of claim , they told me they couldn't get the model of my phone in stock and instead they offered me a check for $600.00 and I agreed to that. GWG said the check would take 2 to 3 weeks to get to me. I patiently waited and didn't receive the check or phone calls from GWG. I called numerous times and absolulutely got nowhere with customer service. They kept telling me that they were to escalate the situation to supervision and someone would get back to me within 2-3 business days.This conversation happened over and over for the last 5 weeks and again absolutely nothing has happened; they never tried to contact me. As of 4/**/2014 they charged my credit card of $301.00 because of the agreement of not returning the broken phone. I will return my broken phone when I get the check and I expect them to refund me the $301.00 when I return them my broken phone. I am very concerned and also disappointed as to the way they handle the situation because when you log onto GWG website to check my claim status it says date shipped 4/**/2014 and still says processing and then on bottom it says "this claim is closed". This is by no means, the way an insurance company should treat their customers. Especially when we are paying a lot of money for services that are not being honored.

Business

Response:

check #[redacted] for $600.00 sent 7/*/14

Review: I purchased Insurance Coverage for my Samsung S3 through Global Warranty Group. On Saturday, May [redacted], I called to report a claim as I had lost of Samsung and needed it to be replaced. At that time, I was told 5 business days, I provided my Credit Card information and it was charged the $95.00 deductible on June [redacted] I logged onto the Online Tracker on Wednesday, June [redacted] and noted that it asked me to contact the company regarding my Claim (I was not contacted previously to this at all my GWG). I called GWG on June [redacted] and at that time was informed that they couldn't replace the Samsung S3 and asked if I would accept a cheque for $650 to replace the phone, I accepted. I waited until June [redacted] and contacted GWG to see if the cheque had been mailed out and at that time it hadn't been. I have contacted GWG on an almost daily basis asking for updates and I have received one e-mail saying that there accounting department is working on having it processed. As of today, I haven't received the cheque or a phone call from anyone at the company. I spoke with a fellow today and he indicated that I haven't received a cheque because GWG is having to send out a large amount of cheques and they are working their best. As a consumer, I feel like after 4 1/2 weeks, I should have been reimbursed as I have had to pay out of pocket for a new phone. Personally, I feel as though it is Business Fraud as I have paid my premiums and the deductible, but I haven't received the service that I paid for. I think that this company is having issues with these cheques and are waiting for more premiums and deductibles to wait to cover the funds for the cheques that they need to process.Desired Settlement: As a consumer, I believe that I shouldn't have to wait any longer, the cheque should be processed and sent via express mail asap.

Business

Response:

check #[redacted] for $650.00 sent 7/*/14

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: 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 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: 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: Global Warranty Group claim

I called Global Warranty Group regarding a claim I wanted to make on a Samsung Galaxy S4 at the end of April ([redacted] I think). I was told I would be charged the $95 deductible which was on my credit card May [redacted]. They were going to send out a new phone in 24-48 hours and I had 30 days to send in my phone. When I did not receive the new phone I called. They said they were unable to find another S4 and offered me a cheque for $700 to replace mine. It is now July [redacted] and I have received nothing. I have made several calls and was told someone in accounting would call back and they have not. They told me that cheques take a little longer but they are processed every 3 weeks so going by that I should have had it by now.Desired Settlement: I would like the cheque for $700 as promised as I have already purchased a new phone.

Review: On paper the insurance offered by Global Warranty Group is actually relatively comparable to other phone insurance companies. At least in some research I have done. However my huge problem with Global Warranty Group came when I filed a claim for a broken Iphone 5 in January 2014. Since Apple stopped production on that model the company offered to give me a check for $550.00. This would be a fine substitution, but the company took no effort to contact me to tell me that they would be offering me a check instead of a phone. After a few days of waiting for my phone to come in the mail, I called the customer service who told me that they cannot replace my phone and that I will get a check instead. I was told this check is overnighted once processed.

Six months have gone by and still no check. I call customer service weekly (who are genuinely very kind...more on that later). There is no estimate of when I will receive my check, the answer I get is that the check is being processed.

When I ask to speak to a manager or someone in charge, I am told that the customer service line is actually a third party hired by Global Warranty Group and has no real contact with them. The only contact is digitally. I find this alarming, because it seems to me to be a sign that a company has problems if they have to delegate their labor in such a fashion. It makes me feel terrible for the customer service representatives, because they are left powerless, and are essentially punching bags for the very mysterious Global Warranty Group.

Global Warranty Group should change their name to Give Us Your Money For No Reason Group.

I paid $180.00 when I purchased my phone for the insurance policy.

another $180.00 when I filed my claim.

an initial 550.00 dollar hold was put on my credit card.

and I had to pay about 550.00 for a new phone that I purchased with my own money.

Thankfully I purchased the phone on my bank card and not a credit card, because the interest that would have accumulated would have made the situation all the worse.

Today is August [redacted] 2014 I just tried to make my weekly call to the customer service phone number, and the number seems to be disconnected. I went online to search for another number, and all associated websites with Global Warranty Group are offline.Desired Settlement: At this point I believe Global Warranty Group should offer me a full refund for the insurance plan I purchased which was about 180.00 dollars, the 179.00 deductible that was charged when I filed the claim, and the 550.00 dollars offered instead of a replacement phone. In addition to that, I believe Global Warranty Group should offer me compensation for the broken Iphone 5 I mailed to their offices. The phone had minimal damage and could have sold for about 100.00 dollars even in it's broken state.

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: It 's about an insurance warranty to my phone. I paid $120.00 for a 2year warranty to my phone. A year after the phone was lost, I submitted a Police report and all documents requested and paid a co payment of $75.00.

Global warranty could not replace the same phone so they agreed to refund me $400.00 which is less than the amount I paid for the phone but I agreed to take it anyway because I was desperate fora new phone.

All this happened on June [redacted] 2014. Till date , Sept [redacted], ie 3 months after, they have refused to answer my calls and my e mails.I am very angry and frustrated.Desired Settlement: $400.00

Review: Sept * – claim put through for replacement phone via claims department phone # ###-###-####

Set * – deductible charged to credit card $179

Sept ** - phone shipped

Sept ** through Oct ** – replacement phone shuts down, screen goes black, charge not accepted.

Oct ** – stops in Verizon store to figure out what’s wrong with the replacement phone. Verizon looks and finds wires missing, not connected, screws on face plate missing,

Oct ** – call claim department for re-do on this claim from Sept *.

Speak to [redacted]. Ordered a new phone to be shipped. She confirmed the address to mail the phone to, the email address to send the shipping tracking info to. She told me to expect the phone in 2 business days – Oct ** at the latest.

Oct ** - Called claims department and got [redacted]. Confirmed the order was correct to ship a new phone. She indicated it would arrive within 2 business days. She confirmed all info.

Oct ** – Not received phone yet, so called [redacted] did not see any tracking number on her system. She referred me to the [redacted] website as “they have more up to date information” than she would have in the claims department. She also indicated she was sending this to the “escalation department”. She told me the escalation department would either email me the tracking info or call me. I asked for a call. No call or email from the escalation department.

Oct ** – Not received the phone, no info on [redacted]. I called claims department and got Aaron. He indicated nothing listed for a tracking number but the phone was shipped on 10/**. He said he would escalate the claim to the “escalation department” and they would call me with the information probably today but no later than 24 hours. No call received from the escalation department.

Oct ** – No phone, no calls or emails from the “escalation department” yet. So I called claims again. There was no record of an order for a new phone on [redacted] was the first individual to respond in the claims department. I asked to speak to [redacted] after she told me she could not find and tracking information. She assured me [redacted] would call me as her [redacted] was on the phone with someone and there were 2 other calls he was required to make before me.

[redacted] in claims department was called later in the day of Oct. ** as no [redacted] called me back. [redacted] told me [redacted]s were not able to make outgoing calls. I asked for her [redacted].

[redacted]) also had no information about the new order. He could not see a tracking number. He took all of the information again and also assured me that he was going to “walk” the information to the escalation department.

Oct ** – Checked [redacted] before calling the claims department. It indicates the phone was ordered on Oct **. So in essence every individual on this list prior lied about the order already being made.

[redacted] of the claims department could not provide me with any other info when I called this morning. She told me she would “click’ the button on her computer to ask the escalation department “customer wants a call back”. That is all she could do for me.

[redacted]) told me she has limited information about the redo claim . But now she says it was started on Oct ** (even though the web site [redacted] says it was ordered on 10/*/). She told me I have no way of speaking to anyone other than her department. Complaints can only be made by email to [redacted]. So here I am. I have asked [redacted] to please have escalation department call me.Desired Settlement: Replace the phone with a NEW phone.

A call from the escalation department from someone who has authorization to make a decision

Refund of my deductible that was paid on Sept * for a substandard phone and service

Business

Response:

Claim file # [redacted] a replacement phone was shipped and received by the customer. Shipped via UPS [redacted] delivered on 10/**/13. I apologize for the delays in getting your replacement to you. We have refunded your deductible of $179 back to your credit card.

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 a faulty cell phone and then followed up on several occasions.

2/**/14 I submitted a claim for a black iPhone 5 32 GB phone

2/*/14 I was told they can no longer stock that item and that I would be receiving a check for $650.

Follow Up phone calls were made on

2/**, 3/*, 3/** all of which requested someone call me back... no one has done so.Desired Settlement: I would like a the check for $650 for my device. I also do not think it is unrealistic to ask for the $169 back for the deductible as it has been over a month of empty promises.

I am out money for the original contract (roughly $200), $169 for the deductible, and $650 which is the cost of a new phone.

Business

Response:

check #[redacted] for $650.00 sent 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.

Thank you so much for your help in this manner!!

Sincerely,

Review: I bought an insurance policy from the Global Warranty Group Wireless Protection Program on October *, 2013 for my Verizon Apple iPhone 5s 64 Gig Space Grey (the Verizon cell phone number is ###-###-####). The insurance policy is in my wife's name -- [redacted] -- because our Verizon account is in my wife's name; and the "activation number" on this Global Warranty Group Wireless Protection Program insurance policy is [redacted].

My iPhone, covered by this insurance policy with the Global Warranty Group Wireless Protection Program, broke on February **, 2014, and I filed a claim with the Global Warranty Group Wireless Protection Program on February **, 2014. My "claim number" is [redacted]. I mailed, via UPS, my broken iPhone to the Global Warranty Group Wireless Protection Program on February **, 2014.

The Global Warranty Group Wireless Protection Program received my broken iPhone on March *, 2014, and they said they would send me a check for $850 to replace my broken Verizon Apple iPhone 5s 64 Gig. Their Accounting Department approved my check on March **, 2014.

It is now April **, 2014, and I still have not received my check for $850. I have called the Global Warranty Group 19 times between February **, 2014 and April **, 2014 and they cannot tell me when I will receive my check for $850.Desired Settlement: I want to receive my check for $850 from the Global Warranty Group Wireless Protection Program.

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:

[I still have not received my check for $850. from the Global Warranty Group.]

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

Sincerely,

Business

Response:

check #[redacted] for $850.00 sent 5/**/14

Consumer

Response:

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

Sincerely,

Review: I purchased cell phone insurance from this company for $150 13 months ago. The phone speaker failed and the phone needs replacement. The company charged me an additional $179 as a deductible but then told me they had no phones in stock to replace my phone. It's 10 days later, I'm currently out $329 and still have no phone and nobody from the company has called me to discuss resolution. I've called this company no less than 6 times and they've promised to get back with me, yet I've not heard from them. This company scammed me and my family. If you [redacted] them on yelp they have only ONE star out of 5 so I was surprised to see that Revdex.com gives them a A+ rating. Something is terribly wrong here!Desired Settlement: That these people fulfill their contract soonest, or refund the purchase price of the insurance ($150)

Business

Response:

Customer called us on 2/*/14 to file a claim for a broken iPhone 5 16GB. We took a Hold and deductible per our terms and conditions. We determined we did not have available stock of the customer's phone so we offered him the retail value of the phone per the carrier's current retail value which is $550.00. The customer refused that amount so we sent this back to our claims department to see if we could locate a device for the customer. Customer called 2/** stating that they were going to cancel the contract and claim. We received a fax from the customer requesting to cancel the claim and contract on 2/**/14 which was done and the hold and deductible were refunded back to the customer.

Just some information regarding inventory of the iPhone 5 devices. When Apple released the 5c and 5s in September of 2013 they stopped manufacturing the iPhone 5. Once the current stock was depleted GWG went to Apple and asked if we could purchased the 5c and 5s devices for our customers however they refused. Because of that we only had the option of offering checks for the value of the phones. Our current accounting set up in not equipped to handle the vast amount of checks that we had due to Apple's decision.

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 paid $150 for Insurance to REPLACE the phone, PERIOD. The $550 this company offered was not sufficient to purchase a NEW phone. The only similar phone that I could purchase, has cost me $650! Had they offered me replacement cost of $650 I would have accepted it, although I would have had to pay additional tax on the new phone purchase, minus the $**9 deductible. Furthermore, I made several phone calls (no less than 5) requesting the status of my inquiry; was promised a return call and have yet to receive a phone call of explanation! Yes I did cancel my claim, because 10 days had passed and I heard NOTHING from this company. My wife is a Mother of 3 and requires a working cell phone. Does this company expect to drag out this legitimate claim for weeks without concern for their customers' well being? I find it interesting that they took my $**9 deductible the same day that my wife made the claim on * Feb 2014, but hadn't reconciled my claim 10 days later on ** Feb 2014. I wonder if they would be satisfied if they were without a workable cell phone for 10+ days. There's no telling how long they would have dragged this out so I went and purchased a new cell phone on my own. I am an active duty military officer who deploys overseas quite often (I have deployed 10 different times for 6+ months each so far), and cannot leave my wife, the mother of my children without a working cell phone. This company's customer service is atrocious....They still haven't had the courtesy to call me because they know they are in the wrong. I bought this "3rd Party" phone insurance at the Verizon Store so I intend to elevate this issue to Verizon's Management. This company is giving Verizon a bad name and Verizon should take action. Every other company I've dealt with over the years ensures a replacement phone the next day, and if they don't have a particular model in stock, they send you an upgrade. Other companies return phone calls and keep their word. That was my expectation. They should have either provided me a "like kind" replacement phone, and if none were in stock, they should have provided me an upgraded phone, period. Verizon, nor Apple, has no phone like mine for sale for less than $650, so $550 was woefully insufficient. I have requested the purchase price of my Insurance back to offset the cost of my new phone purchase, but again, have heard nothing from this company!!!

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:

Although I appreciate the offer to waive the deductible, this offer is 4 weeks AFTER our initial request to replace our defective phone and I had no other choice but to purchase a new phone weeks ago at my expense so my wife would have a workable phone.

Review: -Filed a claim with Global Warranty Group back in early January 2014. It is now March *, 2014 and I still haven't received the replacement check they supposedly said was "processing". I called multiple times and no one has been able to tell me why this is taking over a month and a half to process a check? Furthermore they mentioned that the escalation department would contact me within 48 hours which they have told me twice now. However since they told me this a month ago no escalation department has contacted me.

Account_Number: ###-###-####Desired Settlement: DesiredSettlementID: Other (Requires Explaination)

I wish to receive the check they promised to send in the amount of $570.

Business

Response:

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

Review: Purchased extended contract through authorized verizon wireless store. filed claim for broken phone on 2/*/14. was contacted and informed there was no stock on replacement phone, and that a check for $500 would be sent to replace phone. We have called several times, and each time told that claim is being sent to "escalations dept." Told we would be contacted within 24-48 hrs. They have never contacted us with an update. Called them 3/**/14, and told again that the check is processing and that they have no further info other than it has been sent to escalations dept. They have received the broken phone, taken our deductible of $75, and have not sent us a check they said they would.tDesired Settlement: I would like refund of the $75 deductible and broken phone back, or check for $500 that was promised.

Business

Response:

check #[redacted] for $500.00 sent 4/**/14

Review: I paid in full for two full years of insurance for my wireless cell phone. I filed my claim for insurance 02/**/2014 and paid the $100.00 deductable. I had until 03/**/2014 to ship my broken cell phone to them and no be changed another $275.00 as a penalty of not returning my broken cell phone. It is now 04/**/14 and the check never came for the insurance claim to purchase a new phone to swap my information from phone to phone so I can ship them my broken one. They have now charged my credit card $275.00 but have failed to send me the check to purchase the new phone within the deadline period as the agreement stated it would. I have called them several times for an explanation and received failed promises of a 24 to 48 hour call back time and have escalated the process through their service department multiple times as well. They keep taking my money and I have yet to have anything to show for it.Desired Settlement: Refund my $275.00 that you charged me for failing to send me the check for $550.00. Also send the check for $550.00 as I have already paid my two year contract fully as well as the $100.00 deductible. I will never purchase insurance from this company again nor will I recommend them to anyone.

Business

Response:

check #[redacted] for $550.00 sent 4/**/14 and the other check will be sent tomorrow

Review: My damaged phone was sent to Global Warranty Group and claim was submitted ( claim #[redacted] under phone number [redacted]) approximately 3/**/2014, company deducted $100.00 from my Citizens account 3/**/2014. I called 3 times, 1 before 3/**/2014 and 2 times after this date, each time the representative from the calling center asked for a callback number and informed me a representative would call me...no calls. On 3/**/14 informed but was unable to explain why there is a "hold on my account" they did not know why this was noted on the account. No calls forth coming, no phone either. On 4/** spoke I with a representative who told me that in fact there was a note on my account, dated 4/**/2014 that the phone could not/ would not be replaced since they could not obtain the phone, rather the company would offer me a check for $550.00. I responded by asking "on 4/** why was I not called informing me that my phone was unavailable and secondly that the company was to offer me a check which "I needed to accept"; after all a month had now gone by with NO CALLS FROM THIS COMPANY! The only conversation initiated was based ON ME CALLING THEM! On 4/**/2014 I accepted the check and asked that someone from the "Accounting department" email me in 3 business days as to when the check would be sent and a tracking device. AGAIN no emails or calls....totally negligent on their part. Today, 4/**/2014 spoke to "[redacted]" in the calling department who asked me for my call back number I told her I didnot have a call back number I needed answers now........she could not tell me why I don't have a check or why no one has contacted me....she also, like all her predecessors, could not connect me to a [redacted] or the accounting department. After 30 minutes on the phone when I told her our conversation was taped she connected me to the "Advanced Care Team". [redacted] from Advanced Care informed me he could appreciate my frustration, did not have any answers, could not tell me if a check was dispatched, nor when one would possibly arrive. He told me he had no answers " because this never happens...phones are always fixed or replaced by the company".....I must be the exception. [redacted] assured me that he would contact the "Escalation Department" who will get back to me. Ironically enough in the beginning of May I was told that the "Escalation Department" would call me, they never called...but then NO ONE has EVER CALLED ME!!!!!!! Passed around again with no answers, no contact phone numbers or names, by the way (again) no they can not directly connect me to ANYONE!!!!

I am literally left out in the cold. I am a ** year female who is a special education teacher 5 days a week and stay after school 3 or 4 out of 5 days to provide academic support in Chemistry which is a graduation requirement on a high school level, needless to say I believe in commitments, I am committed to my students. Conversely I leave at home a [redacted] husband who falls down all the time and is awaiting back surgery in New York City. The phone is for emergent purposes to speak with my husband, coordinate and resolve issues with his doctors, and converse with parents of my students. This is why I have an insurance policy on this phone through Verizon (who has also been notified and told me to keep calling Global Warrenty) PLEASE HELP ME, I am in no better place that I was in the beginning of MAY.Desired Settlement: I wish to receive a check in 5 business days from today Tuesday 4/**/2014 to purchase a phone.

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 bought this company's wireless protection program from my cell phone provider and filed a claim in February. Paid their deductible as well as a $381 charge while I sent them the damaged phone. They received my phone and refunded the $381 and that is where the good stuff stops. I was told that because I paid that $381 I would receive my new phone withing 1-2 business days while my damaged phone was sent to them. 3 business days later I contact them to find out what is going on as I had not received my phone. I was told that they did not have a phone to replace mine with so they were going to send me a $600 cheque so that I could buy a new one. I accepted this offer and have never been contacted since despite repeated attempts to speak with someone through both phone and email. Each time I call they tell me my call has been escalated and someone will get back to me but they never do other than one time someone emailed back to tell me that a supervisor would email me back. I never heard from that supervisor. I let 2 weeks go by sometimes just to see if anyone will and no one ever does. I've been told they are waiting for their accounting team to get the cheque written but it has literally been months and I have nothing to show for my efforts. I've had to replace my phone on my own with money I needed for rent, because I was told that this cheque would be sent out soon. Still no cheque and now I am behind in my rent. I'm looking online and there are numerous stories, all exactly the same as mine. I have begun to doubt the validity of this company.Desired Settlement: I want someone there to take the 5 minutes it takes to write my $600 cheque to actually write my cheque and help me finish this whole debacle.

Consumer

Response:

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

Sincerely,

Review: On November [redacted] 2013 I filed with the company to replace my broken handset (Samsung Galaxy S4 Black) which under the terms of my contract with them allowed me 3 replacements, this being the first attempt at such. Upon speaking with a representative they notified me there would be a deductible for the claim and offered me the option of placing a 360$+ hold on my credit card allowing them to send me my new handset and refunding me the hold upon reception of the broken one. I allowed them to place the hold on my credit card and was assured I would receive my new handset in 5-10 business days. After receiving no contact for over 2 weeks I called them for an update on the situation and was told that they would send it to the escalation department and that they would call me back with an update on the file within 3 business days. I received no call back and after a week I called again to request an update.

After calling back once a week every week from late November to early February and getting the same line of "We will send an email to the escalation department and they will call you back or email you within 3 business days" and receiving only one call back to assure me that they were "working on a solution", I had spoken to a [redacted] who had told me that they were having issues replacing my phone and offered me a 700$ check to cover the cost of the phone. I accepted and was told that they would send it to accounting and it would be processed as quickly as possible. I asked them to give me a call back with an update on the situation when the check had been issued so I would know what is going on. Again they assured me that they would make a note on the file for the accounting department to give me a call back and to let me know.

It is currently April [redacted], 2 months after I was told I was to receive a check of 700$ to cover the cost of the phone. Regardless of how many times I call them I receive the same answer "We do not directly deal with accounting and cannot tell you when the check will be issued but, I will make a note on the file for them to contact you when it has been issued" and I have yet to receive even a single call back.Desired Settlement: The business has a responsibility to honor the agreement we made in issuing the check to cover the cost of the phone.

Business

Response:

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

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

Consumer

Response:

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

[Your Answer Here]

I have stated earlier, this will be resolved when I receive my check for the 700$ promised to me months upon months ago. I have seen other complaints on the Revdex.com towards GWG and they have been settled within the MONTH of the initial complaint. It has taken to date a month and a half since my initial complaint to simply receive the SAME response I've been getting since NOVEMBER [redacted]. I do not want you to "look into it" as according to every CSR I have spoken to you have been "looking into it" since November [redacted] 2013.

I have given my policy number of [redacted] to a Revdex.com representative and I expect to have this resolved soon as this has been going on for over 6 months.

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

Sincerely,