Global Warranty Group

Review: I purchased a wireless protection plan from Global Warranty Group. My phone was broken, they did send me a "new" phone. However, the "new" phone they sent me was also broken. It was clearly a phone that had been sent back to the company improperly fixed. When I called and reported this, they stated that they did not have any iPhone 5s in stock. They stated that I could go purchase a phone, and they would mail be a check for $650. This was in February. I have called approximately 5 times to check on the status of the claim. They can give me no information. It is now July, and I still have not received my reimbursement.Desired Settlement: I would like to receive my reimbursement of $650 in full or I would like a full refund of the money I paid for the global warranty protection plan.

Business

Response:

check #[redacted] for $550.00 sent 7/** via USPS from out ** offices

Review: I started a claim through this warranty company GWG - Global Warranty Group on April.**/14 which I pay a monthly price on my Sasktel contract for. I paid them a deductible of $179 plus tax and a hold was put on my credit card as well of $699 until they received my old devise. I looked into my credit card and they actually charged me the $699 as well as the deductible. As of April **/14 I was offered a cheque for $850.00 due to not being able to get the same devise anymore that I currently have Iphone 5-64Gb Black. I told them I would gladly take the cheque and when received I would send my old device back to them. As of today's date June **/14 I have still not heard from them as to where this cheque is. I've called in numerous times and escalated the issue and am supposed to receive information regarding it within 24 to 48 hrs. Still nothing from them and every time I call them they have no answer for me. I have escalated the issue now 9 times and still have not heard as to where and when I will be getting this cheque.Desired Settlement: I believe they should credit me the $699hold and $179+ tax deductible back plus pay any interest on my credit card that has occurred since they have charged me and still send me my cheque so I can get my new devise and I still will send them my old one back once I get a new devise. This is what I think is fair as I have been very patient and there policy states that it should be dealt within 24-48 hrs after making a claim. After receiving no update from them within over a month and a half almost

Consumer

Response:

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

Sincerely,

Review: I am a resident of Canada. I purchased the extra insurance when I bought a cellular phone for my son. His phone broke so I put in a claim with GWG back in May 2014. I mailed them the phone along with a $95 deductible. I tracked the package through Canada Post to make sure it arrived. After a week, I did not hear from anyone so I called the company (May **). They said they were not able to replace the phone but would send me a cheque for $550.00 to put towards a new phone. I accepted the offer. I waited over 6-8 weeks, but when the cheque didn’t come I called the toll free number again. I talked to a customer service rep again and they said the claim was in accounting that I should be receiving a cheque soon. I have made more calls since and keep getting the same answer. Last week I tried to call the same number and it is “out of service” or just rings a fast busy. I tried to find another number to contact the company, and found many other people having the same issue. Since I can not get through to them with the phone number they provided, I am not sure what else I can do. I dont know if this is considered fraud, but would like the company to stand by what they have promised. I read that you were able to get some of the same type of complaints resolved, and I thought I would see if there was anything you can recommend or if you could help me to resolve my issue. Thank you for your time.Desired Settlement: I would like to recieve a cheque for the promised amount of $550.00 within the month.

Review: I filed my insurance claim on the [redacted] of May for my iPhone. I was told that I could have a replacement phone within a week if I gave my credit card details to pay the $170 deductible and allowed them to put a hold on my card for $650 until I sent away my broken phone. I agreed and awaited the arrival of the new phone. Two weeks later I heard nothing and called, only to be told that they had no iPhone 5's available, and would I accept a cheque for $750 instead. I agreed to this, and proceeded to send them my broken phone. They removed the hold on my card when the phone was received, and when I called acknowledged that they had it.

That was mid June. I have yet to receive anything from them. I escalated the claim by contacting [redacted] - [redacted] | phone: ###-###-#### [redacted] at the beginning of July and received a response saying that they were waiting for accounting to issue a check and that I would be updated on their progress.

I have heard nothing since. Any phone calls made are answered by clueless customer service people who say the accounting department will call me back. I have been without an iPhone for nearly three months now and I find this unacceptable. If I knew this was going to happen I would never have gotten involved with them in the first place.Desired Settlement: I would like the cheque I am owed as soon as possible, as well as an apology for the terrible service I have received and compensation for the time I have wasted contacting them, and the money I spent getting a phone to use while waiting for them to act.

Review: I contacted global warranty at first in November of 2013 to inform them phone was broke it is now sept 2014..Sent my phone as they asked they informed me they couldnt give me same phone back.Was told I could purchase any phone even though my contract not up unfortunatelly had to pay full retail because of that fact. was told they would send me a check to reimbure for 570 something. I have made several several calls all being told I was going to recieve the check soon. I have no idea what to do they have my phone and my money now. nobody has ever helped and everybody has promised to the number I have now rings and goes through evtensions only to have number drop out cant even contact them anymore.thats why im here.Desired Settlement: I want to be paid the money owed to me in full.

Review: I have been waiting for my cheque replacement for almost a year.

please assist and give me my cheque this is ridiculous.

My new address is [redacted]Desired Settlement: 650

Business

Response:

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

Review: We purchased a warranty for my son's smart phone, an HTC DNA, in 3-2013 from Global Warranty Group though our local Verizon dealer. We paid the full amount up front for the 2 yr term-$99.99. In December 2013, the computer in the phone was not operating properly, we brought it to the local Verizon dealership and they said it was broken and we needed to file a claim with Global Warranty Group. I contacted them beginning of December to file the claim. To process the claim they debited the $75 deductible from my account over the phone on 12-*-13, and I sent the phone and all necessary equipment via UPS to their address provided on 12-*-13. They received the package 12-*-13. On 12-**-2013 I contacted them by phone to find out the status of the claim. The operator stated that they do not have this phone to replace and they would have to send a check for $550 instead. We did not receive the check by 12-**-13 and I called them to see where it was. They stated that they are "behind" sending out checks and it would take 4-6weeks and the operator gave me the end date of this time-1-**-14. We never received the check and have contacted them several times- on 2-*-14, 2-*-14, 2-**-14 (asked the local Verizon office to call), and 2-**-14. On 2-**-14 when the Verizon rep called, he states they sent a check out-but they could not state when they sent it out. He asked them to put a stop payment on the check and send another. He suggested that I give them an "out" and suggest that they send a comperable phone to the one my son had, which would be the HTC ONE. When I called them on 2-**-14, I suggested this. I have not been contacted by them.Desired Settlement: Would like them to abide by their contract and send the check immediately for the $550 as promised.

Business

Response:

check#[redacted] for $550 was mailed out of our ** offices today 2/**/14

Consumer

Response:

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

Sincerely,

Review: No one should ever have to do business with this company. I paid an upfront fee of $160 for 2 year insurance on my iPhone 5. A year after damaging my phone I find out that my insurance was never activated. It was such a hassle to get it activated, but that’s not even half of the problem. Once I was able to file a claim they advised that my phone would be delivered within 2-3 days for a charge of $179. That was perfectly fine because that was what the contract said. I received a call 2 days later notifying me that they no longer have the iPhone 5 in stock because Apple doesn’t manufacture them anymore. My alternative choice was to have them issue me a check for the retail value of an iPhone C. This deal sounded fair so I agreed. I asked a couple of times when I should be expecting the payment to which they said they don’t know because it is in different department. This is one of the biggest issues I have with this joke of a company. There is no reason why a reputable business shouldn’t be able to give you a time frame for when to expect the money I am owed. I've called 3 times since I filed the claim and each time I was told that there was no status and the most they could do was escalate the issue. I was told I would hear back within 48 hours and needless to say I haven’t heard a peep. It’s been 2 weeks and I haven’t received a check or a response. Two weeks might not seem long enough, but that is a long time for someone to go without a phone when they’ve ALREADY paid for insurance. I even did some research and found a couple of complaints similar to mine. One customer said that they still hasn't received a check after 4 MONTHS OF WAITING. The thought that sending a check can take up to 4 months is unbelievable. It’s extremely difficult to consider this a real business when it feels like they’re running a cheap scam. They need to be accountable for their actions.Desired Settlement: I would like to receive the check I was owed ASAP.

Business

Response:

check #[redacted] for $550.00 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.

Sincerely,

Review: I purchased a Samsung Smart Phone from Verizon on May **, 2013, along with a warranty on the phone from Global Warranty Group. I was told that if the phone were damaged or destroyed it could be replaced for a $75.00 deductible. The phone was damaged beyond repair, and on February *, 2014 I returned it to Global Warranty Group, mailing it to the address above with a packing slip they provided. A woman called me on February ** to say that the Samsung Stellar phone was out of stock. She asked me if it were OK if Global Warranty mailed me a check for $300.00 so that we could buy a new phone. I agreed to this. But I have not received a check.

I called on March **, spoke to a customer service agent and to a [redacted] named [redacted]. Neither could tell me when I would receive a check. I requested someone call me back with that info. I was promised that someone would call within 2 business days. No one called. I called back on March **. Again, the agent could not tell me anything other than my order was being "processed." I asked for a call-back. Again I was promised a call-back within 2 business days. No one called back. I called on March **, spoke to an agent named [redacted] who also could not tell me when my check would be mailed and also promised a call-back within 2 days. No one has called me back.

In the meantime, Global Warranty charged my credit card $75.00 for the deductible on February **. They have my money. I would like my check so that I can replace my phone.Desired Settlement: I would like my promised check in the amount of $300.00 payable to me or a new phone.

Consumer

Response:

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

Sincerely,

Review: 1. This company was unable to deliver a replacement phone, as promised. They told me they would instead send a check. Instead of 1-2 business days, and after at least 6 phone calls, they sent the check to the wrong address, addressed to the wrong person 4 months later.

2. The company sent me a replacement phone that was completely defective. Was on a Verizon non-payor list, which made it unable to activate. This was after 2 weeks, not 1-2 business days.Desired Settlement: I would like a refund for my deductible, as I have been without a phone for 2 weeks - and counting - after being charged it.

Business

Response:

UPS tracking for second phone [redacted] shows delivered 4/* we also refunded $179 deductible on 4/*/14

Consumer

Response:

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

Sincerely,

Review: Purchased warranty/insurance coverage through Roger Wireless back in 2012. I filed a claim for my stolen iPhone 5 - 64gb back in early November 2013 which was accepted by the Global Warranty Group (GWG) and their Wireless Protection Program once the deductable was paid. They gave me information for being able to track the progress of my claim. After a couple weeks with no progress made I contacted GWG's call center about the progress of my claim. They 'escalated' my request for a progress report with the claim I should have a call back in the next 24-48 hours. No call was received, so I called back again. They then told me that they were unable to provide a direct replacement for my phone. I requested if there was an alternate phone available. The representative 'escalate' my request stating I should hear from them 24-48 hours later as there is no one there to talk with directly besides the call center representative. Again no call was received. I call back, the representative states no alternative was available other than a cheque in the amount of $899.00. I requested an alternative to the cheque as during the course of conversation back and forth it was determined that I would lose out on the taxes of purchasing a new phone, apparently GWG doesn't account for taxes. I took it for what it was and accepted the offer for the cheque. They stated that the cheque should be mailed out in early to mid December 2013. This has now been going back and forth for almost three weeks.

Mid December comes and goes. I contact GWG again and I get a story from the representative about how they are overwhelmed with issuing out cheques. There are delays for most people and they would escalate my inquiry as to the status of my cheque. The representative said I should receive a call from accounting to confirm. I received no phone call. I call again about once a week for the next month with the same answers to my questions, each time resulting in an escalation. I finally received a voice mail sometime in February 2014 from a gentleman claiming to be an accountant with GWG stating that a cheque was being processed and as a gesture of thanks for my patience $90 of my deductable would be refunded to my credit card. No such refund or cheque has been received as of yet. I call GWG again in March 2014 as to the status of this supposed cheque and again my claim was escalated with the representative stating that they had seen updates showing one or two cheques from claims made in October 2013 starting to go through their system and that I could possibly see one by the end of the month. It is now mid April and nothing.Desired Settlement: I would like my cheque for the $899 and the refunded amount of $90 at the minimum. Ideally I would like my entire deductable back for the hassle this has caused.

Business

Response:

check #[redacted] for $899.00 mailed USPS on 4/**/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:

?

I received the response back from Global Warranty Group regarding the complaint lodged last week. I am satisfied to read that a cheque has been sent but would like a tracking number.

Sincerely,

Business

Response:

check #[redacted] for $899.00 mailed USPS on 4/**/14

Consumer

Response:

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

Sincerely,

Review: I filed a claim for a broken cell phone that I had under warranty on March *, 2014. On March *, 2014 I received a phone call stating that the company did not have the phone in stock and that they would send a check for the value of the phone ($350) so that I could purchase a new phone. After a week, I did not receive the check so I called to check on the status ( March **). At the time I was 8 months pregnant and the cell phone (which belongs to my husband) was needed as he travels for work. I was told they would escalate the claim and that someone would contact me via phone. I did not receive a phone call or follow-up so I called again on March [redacted]. I was told the same thing however I still did not receive a follow-up. I continued to make numerous phone calls and never received a follow up phone call about the status of my check even though each time I was told that I would receive a phone call. I made a final phone call on April [redacted] once again and once again never received a phone call even though I was told I would within a day or two. I finally received an email on May [redacted] that stated they were finally looking into the status of the check. That was the only information given. It is now May ** and I have not heard from them since nor have I received the check. I had to purchase the phone with my own money and I am still waiting to be reimbursed! They had no problem taking the 75$ deductible out of my account the day after I filed the initial claim however they have taken over two months to send me the check!Desired Settlement: A phone call, they 350$ check and my deductible reimbursed.

Business

Response:

check #[redacted] for $350.00 sent 7/*/14 via USPS

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 "insurance" company is a complete scam. it has been a month since I submitted the claim for my phone and paid my deposit. I have yet to see a check. I was told I would have a phone in 2-4 days when I first filed this claim, then a day later I learned that the company did not even have a phone to give in stock to give me! I had to call them asking when it would be sent to get that info. I was then told I would have a check of $450 within one week, so, I bought the phone again, myself at my cost of $460 after shipping and tax.

It has now been a month and I have received nothing. I have called the customer service line 15+ times, requesting an update each time. I have been "GUARANTEED" each time that I will receive a call from the accounting department within 24-48 hours. I have not received a single call. I call customer service and every time I am told the same thing, that the check is "processing" and that I will hear from the accounting department within 24-28 hours. Yet nothing happens.

Looking online, I see the same story reported again and again from others. This "insurance" company does not honor their contract terms. They do not send people replacement phones and they do not send people checks. This business needs to be shut down as it is nothing but a scam.Desired Settlement: This "insurance" company needs to deliver on their WRITTEN CONTRACT and send me the check of $450 that I have been promised. Otherwise, they have taken my initial payments to set up insurance, my monthly payment AND my deductible fees, for absolutely nothing.

Business

Response:

check #[redacted] for $450.00 sent 7/*

Consumer

Response:

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

[Your Answer Here]

I can not accept this response until the check arrives in the mail. I have been told previously by one of their customer service representatives that a check had been mailed, yet it never arrived. I was then told my another customer service representative that nothing had ever been mailed. Hopefully it will arrive by early next week (if not this week, due to the holiday), and this can be resolved.

Regards,

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

Sincerely,

Consumer

Response:

I just received the check and deposited it, things should be good as long as it clears... Thank you so much!

Review: I have honoured my part of the warranty by sending in my broken phone to this company along with a $179 deductible (a value which is at least $500) and was promised a replacement phone. A few weeks later I get a call that my phone is no longer being manufactured and a $750 cheque will be sent in the mail instead. I have been calling every week since then to get an update on my check and I continuously get a response that its being processed or that my claim will be escalated from their call centre representatives. Its been 7 weeks and I still have not received my check in the mail.Desired Settlement: I would like my $750 cheque sent

Business

Response:

check #[redacted] for $750 sent 7/**/14 via USPS from our NY office

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 once I have received the cheque for $750.00.

Sincerely,

Review: GTG is in contract with me to replace a lost/stolen/damaged iPhone. The company initially told me that they were out of iPhone 5s and would instead send me a check for $650 to purchase a new iPhone myself. They at first told me that the check would take 10-14 business days to process. The complaint was processes on October **,2013 and as of December **, 2013 I have still not received a check or a phone as is promised in the contract with GTG. After several calls after the past few weeks the company determined that it would take 4-6 weeks from the filing date to issue the check. That date was December *, 2013 and I still have not received the check as promised.Desired Settlement: $650 check as stated in the contract with GTG.

Business

Response:

Check #[redacted] was mailed to the customer on 12/**/13 in the amount of $650.00

Review: I filed a claim with Global Warranty Group, LLC to replace my iPhone on August [redacted]. I was contacted shortly after and told they could not give me a replacement phone but would supplement it with a check. On September [redacted], I confirm the check would be acceptable. Today is January [redacted] and I have still not received my check. I have called an excessive number of times only to be greeted with scripted responses and claims that I would have my check by a certain deadline (these time frames varied with each call, usually 10 to 15 days) I was told in the beginning of December that I could expect my check by the end of the month. I called again at the beginning of January when I still hang received my check and was told I would receive a call back. Today, January [redacted], I called again as I had still not received a call back with any new information. This process is going on five months.Desired Settlement: To receive my check for a new phone as soon as possible and preferably to have my initial payment for this service refunded.

Business

Response:

Check#[redacted] for $550.00 was sent to customer on 2/*/14

Review: I purchased a wireless protection program from Global Warranty Group that advertised replacement devices shipped overnight delivery after claims approval. I lost my phone, and called the same day to start my claim. I was told that my phone was no longer available and that I would be sent a check for the value of the phone ($550). I was told that this would take 4- 6 weeks. Although this was surprising and disappointing, I agreed to this and provided my credit card number for the $179.00 deductible. This deductible was quickly processed and charged to my credit card. When 6 weeks passed and no check arrived, I called the company back and was told that my check was still being processed and that someone would call me with an update. No one ever called. I called again 2 weeks later, and was told the same thing. Again, I received a call back. At this time, it has been at least 10 weeks since my first phone call to the company, and when I called this evening, I was told the same thing-- no updated available, but someone will call me back. I won't hold my breath.Desired Settlement: I want the $550 check I am owed, and I want my $179.00 deductible refunded from this horrible company.

Business

Response:

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

Review: First off, I have had miltiple problems with this company since I have started a claim for my cell phone with them. Unauthorized credit card charges has been the most recent one problems that I have encountered. I will detail all of my concerns below in the order that they have taken place.

I purchased insurance through Global Warranty Group at the time of my new phone activation with [redacted] because the sales person at the [redacted] location I visited had recommended it for me.

On February [redacted] 2014, I called the Global Warranty Group in regards to having lost my Samsung Galaxy S4 while on the bus. The warranty plan I have through them covers lost devices and there was no problem while filling out my claim. I got a non-emergency police report from my local police department like they had asked and then I was told I would have to pay a deductible of $135.00 in order for a new device to be sent to me. I later got back to them providing them with a credit card to make this payment of $135.00. At this time also, I ensured that the $135.00 was the only fee I would be paying and that there would be no other charges or fees involved with my claim. The customer service representative on the phone ensured me that $135.00 was the final cost and so I decided to follow through with making the payment. Later that same week on February [redacted], I received a call from the Global Warranty Group in regards to my claim saying that they where unable to get anymore Samsung Galaxy S4's to send me since they are in high demand. Further, because of this, they would instead send me a check for the value of this phone listed above, being $700.00 so that I could purchase a new phone. I accepted this offer since I was in need of a telephone as soon as possible. At the same time, the customer service representative informed me that I would be receiving this check within one weeks time. Once this time had passed, I decided to give the Global Warranty Group a call back to see if I could find out where my claim status was at. During this phone call, I was told that my claim had been sent to the accounting department but they could not provide me with any more information into what was happening with it or if my check had even been sent. I was told that my claim could be sent up to the escalations department where I would receive a call back within 48 hours or two business days. After this time, I had still not received a call back and so naturally I called the Global Warranty Group back to inquire about why I had not received a call. The customer service representative apologized for this and said she would escalate my claim again ensuring that this time I would receive a call within the given time frame I was given before, i.e., 48 hours or two business days. Again, I never received any telephone calls like promised and had called back again to express my concern. While on the phone this time, I expressed to the customer service representative my concern about the lengthy process and how nobody could tell me what is the current situation with my check. I had also informed this customer service representative of my situation where I run my own business and that I heavily rely on my cell phone in order to run my business. Because of my situation and still not having received the check I was promised, I have been unable to purchase a new cell phone which has started to hurt my business. Again, I was promised a call back within 48 hours or two business days and like before, never received one call. This has been ongoing until today even where I was promised a call back for yesterday, tuesday March [redacted], in the morning at the latest and never received it. At this point, my claim seems to be in the same spot as it was at day one when I first called in and filled my claim. It seems that no progress has been made and I have become very frustrated about this since every time I call, there doesn't seem to be anything more they can do for except for escalate my claim to the escalations department where I would receive a call back, yet I never receive a call back. I have also asked if there was a telephone number for the escalations department or even the accounting department where I could contact them personally to find out the status of my claim/check. Even if I speak to someone of higher authority, they cannot seem to tell me anything either except that they will do everything in their power to escalate my claim and ensure I receive my check and a call back, yet this never seems to happen. Further, bringing in the unauthorized credit card charges, when I received my Visa bill the other day, there was one charge from the Global Warranty Group for $205.00 that I had never heard of or authorized. Like stated before, the only payment I authorized and knew of was the deductible charge for my device that was given to me at $135.00. Unhappy about this, I again called the Global Warranty Group to enquire about this $205.00 charge to my credit card. The customer service representative then informed me that my account showed a deductible of $170.00 for my device instead of the $135.00 which I was initially told that my credit card would be charge, and until recently believed that this was all I was charged. The lady I was speaking with on the phone was also unable to tell me the amount of any charges that have gone through on my account, except that my payment has been received and for some reason my claim status is filled as "closed." I find it hard to believe that they cannot tell me payments that have been put through on my account and even the amount that I should have paid, since it keeps seem to be changing. In easy words, I was initially told I would only be paying $135.00, to later find out I paid $205.00, and eventually on March [redacted], when I called in inquiring about it, being told I should have paid $170.00.

For my complaint, I am firstly complaining about the unauthorized credit card payment, but also about the slow service which I have been provided with to the point where even today I have no idea what is going on with my claim and every time I call in I get the same thing saying that my claim will be escalated and I will receive a call back. This is very unethical and in no way fair to me as the customer since it has now been 5 weeks since my claim was started and I have no solution or even result from day one.Desired Settlement: First off, I would like the billing to my credit card to be adjusted to the proper amount or even completely refunded for the trouble and headache this has caused me over the last 5 weeks while I have not had a cell phone and my business has suffered. I also ask that I can get my check for $700.00 that has been promised to me and I am yet to receive.

Business

Response:

check #[redacted] for $700.00 sent 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:

Although Global Warranty Group has now sent my check, that I am still yet to receive, nothing has been done about my credit card that was overcharged. I have called Global Warranty Group three times regarding this issue and put it in my original complaint via Revdex.com, and still nothing has been done. When I first filled my claim with the Global Warranty Group on February [redacted], 2014, I was told my deductible to get my device replaced was $135.00 CAD. I agreed that I would pay this amount and only this amount. When I later received my Visa bill (see attached, I have blurred out all details but the charge from Global Warranty Group as they are private), I had a charge of $205.00 CAD from the Global Warranty Group. Each time that I call the Global Warranty Group to inquire about this, including today (Monday, March [redacted], 2014), the customer service representative can never seem to tell me what amount was actually charged to my account. All that she can tell me is that it shows my deductible has been paid. When I ask if it tells her what my deductible would be if I started a new claim for the same phone, I get told that my deductible is $170.00 CAD, which is more than what I initially got told I would be charged, but less than my Visa bill actually shows that I did get charged. All three times that I have called in, that is what I have been told and that my file would be sent to the escalations department and I would receive a call back within 2 business days. I am still yet to ever receive a call back since the first day that I opened my claim on February [redacted], 2014. I am very unimpressed with Global Warranty Group in the way they deal with their customers needs as every time I call, I am told that I should have received a call back and I will receive one "this time." There is no stated amount on my initial agreement form with Global Warranty Group on what my deductible for my device is, but I have invited Global Warranty Group to go back and listen to the first couple original calls I had with them when I was first filling my claim where I was told that my deductible was $135.00 CAD as they record all their calls. I would like them to honour this amount as this was the original amount that I was told and agreed upon.

I would like for the $70.00 CAD that I was overcharged to be credited back to my Visa and would like a full written apology from Global Warranty Group for the headache and problems that this claim process has given me and my business that I have been trying to run without a cell phone, since I am still waiting on my check from them to go purchase a new cell phone.

Sincerely,

Business

Response:

Customer has been contact and the $70 deductible has been refunded.

Thank you,

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 have now received my check and also had my Visa credited with $70.00, I am yet to ever hear from or be contact by Global Warranty Group. Since my claim was opened on February [redacted], 2014, I have only ever received a call once to be offered a check on February [redacted], 2014. It would be nice to hear from Global Warranty Group and receive an apology for the trouble this has caused for me. I have never been contacted and see it as very unpractical for a company to respond saying that I have been contact, when indeed it is the opposite.

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

Sincerely,

Review: Global Warranty Group provides phone insurance services. I filed a claim for a replacement phone on January [redacted] 2014. I never received a phone, nor was contacted by Global Warranty Group. Today is February [redacted] and I still have not received a phone. When I contacted them they said they did not have one and I needed to go to the dealer to try and get one. That is a terrible way to conduct business. Making the customer go try and track down their own phone? Either way, I went to the dealer multiple times because I needed a new phone and was promised a phone over and over which never came. That dealer will also be receiving a complaint from me on Revdex.com.

I called Global Warranty Group at least a dozen times regarding the unfulfilled phone and the answer was always "We don't know when you'll get a phone, it has been escalated.". They also charged my credit card $90.00 for the service and put a $301.00 hold on my credit card as collateral if I didn't send in my old phone after I received one from them. Since I never received one from them I was forced to send my old one in to avoid the charge. In addition, they have been charging me $6.99 a month for 7 months totaling at least $48.93.

Global Warranty Group has never attempted to contact me to update me on the whereabouts of my phone, or for any other reason - and they do have my contact information. I have been forced to call them over and over again to inquire about where the phone is. This is possibly the worst service I have ever experienced. They have not fulfilled their duties under their agreement.Desired Settlement: I expect no less than a replacement phone immediately, and given that the time and effort that I have had to put into this to try and get a replacement phone far exceeds the value of both the phone and the money I have paid to Global Warranty Group, I would expect a full refund of all charges as well.

Business

Response:

We did not have the phone in stock so instead of having the customer wait we sent a Purchase Order to the customer's dealer We R Wireless 1/**/14 for a BRAND New device. Details for the store for pick up is PH####-###-#### Address: [redacted] PO#[redacted]. The customer has to pick up at the store in order to get the brand new device. The customer also send in a cancellation of the contract which has now caused a major issues with the claim completing. He needs to be aware that we need to keep the contract active until the claim is closed. Per terms and conditions if you cancel the contract within 12 months of a claim there is a $35 cancellation fee.

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 went to We R Wireless to get the phone multiple times and they never had a phone. I also contacted Global multiple times and told them that the store did not have a phone for me and they needed to find another method to get me a phone. Just because they issued a PO, does not mean that a phone was ever provided to me, it was not. It is Global wireless responsibility to make sure that I get a phone, not mine to hunt it down for them. I went at least five times to the store before I gave up. I waited over a month for a phone and never received one. Global wireless never once contacted me to update me on where a phone would be, I had to call every time and, bottom line, never received a phone. At this moment I have just called the store three times, waited at least 20 rings and no one picks up. How did it become my responsibility to fulfill the claim on my own? Both the store and Global are unreliable.

Global is threatening me with a cancellation fee!? Global did not provide the service I paid for. They expect me to continue to pay them for a service they are failing to provide and then threaten me with a cancellation fee?

This is highly unethical business practice. Global should be refunding all money paid to them and writing an apology, not threatening to charge me further.

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:

I called the person they gave me the number for and left a message. After a few days a different person called and missed me and left a message. I called them back and left a message. I am still waiting on a return call though I will try again.

This is what has happened the entire experience, though at least they did make one call attempt for this. I will discuss this with them when we finally do make contact, but this issue is not resoleved.

Sincerely,

Business

Response:

We have attempted to contact the customer multiple times with no answer. Please have the customer call me directly ###-###-####* to find resolution.

Review: Submitted a claim on a lost cell phone on March [redacted], 2014 and as of today, July *, 2014, have not received the payment for this phone.

Bought Samsung i747 Galaxy S3 16GB cell phone through [redacted] location in October 2013. We were urged through this company to purchase cell phone insurance, we agreed and they set it up on our contract. We paid $8.50 every month for each phone on our contract for this insurance.One of our phones was lost on March **, 2014. We were told by our service provider [redacted] in Saskatoon that they could not help us (surprise to us) and that we had to call the insurance company directly. We did that and were told by them that we would have to submit an RCMP report of the lost phone which we did. We then found out that we had to pay a deductible of $100.00! Another surprise! We gave them our visa number to pay the deductible which they VERY promptly processed that very day, March **, 2014. We were told that they would send a new Samsung S3 phone out to us by courier and it should be here in 3 or 4 days. We waited, waited, it didn't show up so called back and they said they weren't able to get a samsung S3 anymore so they would have to issue a cheque. They offered us $578.00 and we agreed to the payment on April *, 2014. We have been calling this company every couple of days to see where this cheque is at. For the first 6 weeks they would tell us that it takes 48 Hours to process. Every time we call we get the same story. Now the ladies just go ahead and "escalate" the concern to the desk to have them call us and let us know what is happening. We hear nothing. It is now July *, 2014???? We are VERY upset!Desired Settlement: $578.00 to cover the cost of the lost cell phone