Global Warranty Group

Review: I have had a very difficult time working with Global Warranty Group’s Wireless Protection Program and have been waiting now for over two months for a check that will reimburse me for my missing iPhone 5, 16 GB.

Not only did I pay for the insurance itself when I purchased my original iPhone at Verizon Wireless Zone, but I also paid the $179.00 deductible to receive a new phone (payment made on 12/**/13,, claim approved on 12/**/2013). Per what I had read on the website [redacted]) I anticipated receiving my replacement phone within “24-48 hours.” I never received the phone, but rather received a call from a Global Warranty Group representative on December ** indicating that the iPhone 5 was no longer being manufactured and I would be receiving a check in the mail for the retail price of the iPhone 5c 16 GB, $549.00 (this price was supposed to be comparable to what I paid when I first purchased the iPhone 5).

I completely understand that the iPhone 5 was no longer being manufactured and I appreciated Global Warranty Group’s call, their honesty and the update (please note, every representative I have spoken with has been extremely friendly and engaging). But there are two major issues worth addressing:

1. I was told that I would be receiving $549.00 – the retail cost of the iPhone 5c. My purchase of the iPhone 5 is not comparable to the iPhone 5c (a cheaper version of the phone). My purchase was comparable to the iPhone 5s. I was not aware of this – I simply trusted Global Warranty Group – but was told by an Apple representative that I was being withheld an additional $100. The check should have been for $649.00 since that was the retail price of the iPhone 5 when I purchased it with my Verizon plan. (I paid a total of $687.94 with tax).

2. And most importantly, I have NOT received a check yet. I was sent an email on December ** that my claim had been approved and completed, but still, nothing has come in the mail. I have made calls on January *, 2014 and February *, 2014, and sent an email (with similar content to this complaint) on February **, 2014. Each time I called, the customer service representative indicated that the check was going through an expedited process and would be sent quickly (no specific dates were ever given/available).

Replacing a phone is very expensive and I do not have the means to do so without some support. That is why I pay for insurance and trust companies like Global Warranty Group to help. I went nearly 3 weeks without a phone because I could not afford one and finally, when no check had come, decided to borrow money to purchase one myself. So when you calculate the insurance I paid for, plus the payment I made to Global Warranty Group for my replacement phone, plus the cost of a new phone (I paid a total of $687.94 with tax for my phone) I am nearly $1,000 in the hole. This is absurd and unacceptable and having to pay interest on my borrowed money is making this very difficult on me.

I will also be filing a separate complaint against Verizon Wireless Zone for selling this insurance.Desired Settlement: I would like to receive my deductible of $179 + the $687.94 I paid for the phone. Additionally, I would like to be refunded for the insurance I paid for initially (I will file a separate complaint with Verizon Wireless Zone).

If I do not receive payment within 30 business days, I will consider legal action.

Business

Response:

check#[redacted] for $550.00 for 3/*/14

Review: We filed a claim on a cell phone back at the end of December. We were told the phone could not be replaced because they were not longer making the phone. Therefore, they would be sending us a check to cover the cost of the new phone. In the meantime, we purchased a new phone. We have yet to see a check and it is 2 months later. I have called several times and I get different stories every time I call. I have heard, your check has been mailed, you should see it in 10 to 14 business days, if we mailed you a phone you would have it by now, the accounting department is backed up, we can't tell you when your check will be mailed, you should have your check by now... You can only talk to customer service and then they 'escalate' the call to another department. I am told each time this escalation department will call be back and no one ever does! It is getting a little frustrating that no one can give us an answer and we already purchased the phone thinking the check would NOT take this long. Also, we had the Verizon store that sold us the policy call about our claim and they got the same run around.Desired Settlement: We just want to be reimbursed for the phone we purchased because they assured us they were sending a check for $550 to replace the phone. Or an honest answer on when the check is being sent out.

Business

Response:

check#[redacted] for $550.00 mailed 3/*/14

Review: I have a small business acct with a local cell phone carrier here in [redacted]. I have I insured and paid for the warranty for three phones. In October 2013, I filed a claim for the 3 phones and paid for the deductible of $100 each and promised that I will get the replacement phones. A week later, I called and I was told that they can't Get the phones but will send me $699 cheque for one phone. I have 3, so I was told I will get 3 cheques in total. Ive been waiting for over 3 months now, going on 4 months and no Cheques. Every time I call they change their processing timeline. Im very frustrated as there's no action on their part. I think Ive been scammed. Please help.Desired Settlement: I need for the cheques to be processed and sent to me as soon as possible.

If the cheque is not possible, western union is also a form of payment I will take. This company needs to be penalized for what they are doing to the us. Theres so many complaints against this company that immediate and firm resolution.

Business

Response:

check #[redacted], and [redacted] were all mailed from our [redacted] 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, however until I have the cheques in my hand and successfully cashed them, this matter is not resolved yet.

Sincerely,

Review: On March [redacted], 2012, I bought my son a phone with Fido and insured the device for 2 years with the GWG Warranty Canada Limited. The insurance was paid up front at Fido's office. The advertising said that replacement phones are shipped after 24-48 hours. The phone broke and I informed the insurer. I was told that they have no supplier of phones for Fido and offered me a cheque instead. We agreed on 425$ to be sent to me within 10 business days from the delivery of the phone to GWG Warranty Canada Limited. I duly sent the broken phone via registered mail, my credit card was promptly charged with the deductible of 95$ on October [redacted], 2013. Since then I have communicated several times with GWG Warranty Canada Limited both by e-mail and by phone and every time I was given a different reason why my cheque was not processed. The initial ten working days period became two to four weeks, then five to eight weeks, then ten weeks until the representatives of GWG Warranty Canada Limited refused to state any time when the cheque would eventually be issued. After few calls an emails I received a credit of 50$ towards the money withdrawn from my credit card, but the balance of 375$ remains unpaid as of today, January [redacted], 2014. To add insult to injury, I was made to pay one month fee to Fido to cancel my contract - even if it was obvious that this monthly contract cannot be used due to the lack of device replaced or paid off. I refused to use the offer of a new phone through Fido as the company continues to use GWG Warranty Canada Limited as an insurance agent. I do believe that it is not a healthy business practice to lie to customers. And this is exactly what happened with the insurance policy for a phone replacement guarantee by GWG Warranty Canada Limited. All the staff I talked to was eminently nice and courteous - but did not manage to resolve the issue which was escalated to other nice and courteous people and so far no good had come out of it. More information available upon request.Desired Settlement: I do require to receive the money due to me under the contract and I will be glad to be compensated for the time spent on the matter as well. I will be even happier if I am the only victim of such policy from GWG Warranty Canada Limited, but I sincerely doubt as I was told several times that there was not enough staff to process all the claims and this is why the cheque for me was delayed.

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 very much for all the work on my behalf in resolving the problem cited above. As my records with Global Warranty Group, LLC does not inspire confidence, I would be glad to see first the cheque that is sent to me as per the information from them and be sure that it will clear with my bank.

As the cheque is for $425, I presume that the extra $50 are a compensation for all the troubles I have to go to in order to receive the compensation in accordance with the insurance policy. That makes around $5 per e-mail or phone call. But may be the cheque will be accompanied by an explanation letter - I will keep you posted about it.

Once again, thank you very much for your kind assistance in the above mentioned file.

Sincerely,

Business

Response:

check #[redacted] for $425.00 was sent on 2/*/14 out of our ** office

Review: I filed a claim for a lost phone with GWG and provided police report details to substantiate my claim. After paying the deductible of $179, GWG told me that the phone I want is out of stock; however, I was assured I will be sent a check in the amount of $700 to cover the cost of a new phone. I never received a check. I am encountering difficulty in getting a response from the company about the status of my claim.Desired Settlement: A check in the amount of $700 as per the insurance contract.

Review: I have too many....

1. I was unable to place a claim for a replacement phone for two months due to my case not being "closed" from a November claim. Therefore, my job was affected and I did not have a working phone for over two months and I still had to pay $100 for a new phone.

2. throughout the two months, I was never called back in 1-2 business when informed someone would get back to me regarding my complaints about still having an open case. never once, was a I able to talk to anyone of authority or a supervisor. never once, did anyone return my calls and it was me calling back every 2 days to see the progress of my claim.

3. When my case was finally closed, I was informed that someone would call and notify me. that never happened, I had to continually call every week and I was the one who finally found out my case was closed. When I was finally able to file a new claim for a phone, I was informed if I put a $300 hold on my credit card, I would get my replacement phone in 1-2 business days. after two days, they were unable to tell me if my phone was shipped and were unable to provide any information on whether I was getting a phone.

4. I would not be surprised if I get charged the $300 hold and the $100 due to the poor service of the company.Desired Settlement: I would like my replacement phone paid for due to the poor quality service and having to wait two months to place a claim and my job being affected. I would have had a phone right away if I went through Verizon Wireless insurance instead of this third party insurance company. I would like the new Galaxy 5 and an upgrade in my phone and for free.

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: Dec * 2013 claim was filed as per claim #[redacted]. E-mail received Dec ** 2013 from [redacted] (an escalations representative) confirming that a check was offered and accepted in the amount of $578.00 as compensation for the claim. On Dec ** 2013 another e-mail was received informing the deductible for the broken phone had been approved, completed and my credit card charged $130 (the deductible amount). Dec ** 2013 an e-mail was sent to [redacted] inquiring about an update as well as several calls since then and the response on Jan * 2014 was that checks take longer to process than phones and there was no update at this time. Weekly calls have been made since Jan * 2014 and we are told the same response of no update at this time. It is now March ** 2014 and no resolution (now almost 16 weeks). Please assist.Desired Settlement: Please refund ASAP

Business

Response:

check #[redacted] for $578.00 sent 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 have an active claim with the Global Warranty Group (Claim #[redacted]) for a iPhone 5s (Verizon) ####-###-#### that was damaged. Claim was opened on 1/**/2014. Per the Agreement and instructions, I returned the iPhone 5S and did in fact receive a replacement phone within 7 days. The phone, however, was an iPhone 5 (not a 5S) and I returned the phone to GWG and received a return receipt. Several days later I was informed that there were no iPhone 5S's available within their inventory and I would instead receive a check in the amount of the iPhone 5S's retail value, $650. This was mid-February, 2014. To date, I have received no check and have repeatedly been informed that the check was "being processed". I was told on two occasions that the "escalation team" would contact me to keep me informed, but no such call occurred. I spoke again today to a customer service representative who stated that in fact the check had not been mailed. I asked to speak with the next level of customer care and was informed that that level, the "escalation team" does not receive phone calls, but would contact me shortly.

Rather than wait, I decided to contact you, the Revdex.com, to see if we could resolve this outstanding requirement.

Thanks in advance for you help.

Regards, [redacted]Desired Settlement: Receive the refund check within 14 days.

Business

Response:

check #[redacted] for $650 sent 4/*/14

Review: After filing an insurance claim on my Iphone 4s I was told I would receive a replacement phone in a matter of 2 weeks time. After waiting this period of time, I called to find out that they were unable to provide me with a phone and instead would send me a check for the value of the phone. The check they offered to give was not to the value of the phone and thus I was required to request for a larger amount. After that was settled I was told that I would receive my check in the mail within 4-6 weeks. It has been 3 months since then and I have still not received a check. I have called countless times in attempts to see progress and continue to see nothing happening in my favour. After the numerous calls I have placed, I have only ever been returned a call once.Desired Settlement: I would like to see immediate action taken for me to receive my check and a full refund on my insurance deductible.

Business

Response:

Check for $650 was sent out 1/**/14 to the customer. We apologize for the delay in getting the check to you. I do show we did refund $100 of your deductible on 11/**/13.

Review: I got a Samsung Galaxy 3 from a Rogers Store ,they offered me to buy a $199 protection plan, I did . My cell phone stopped working so I filled a claim with Global Warranty Group,LLP 2/2014 they ask me to pay a deductible of 95 dollars with my credit card and they ask me to send the broken cellphone that I had to ship with my own money ! after they got the phone they where suppose to send me the replacement ! after waiting for more than an 5 days I called to see why my cell that they told me was going to be replaced in 1 or 2 days wasn't here ,they told me that they did not have a replacement and that my only option was to take a check for $578,I accepted and I asked for a time frame , they told me that they where going to do a request to their "escalation team " and to wait 48 hours for a response ! I called 7 times each time they told me that they where going to do a info request to their escalation team and to wait for a callback with in 48 hours ! but they never call me back ,non of the 7 times ! I am so frustrated ! I need my money now!!!!!!!!!!! ,My Claim ID is [redacted] Today ! also a supervisor for Rogers called them on my behave ! they told him that they where going to do a info request to their escalation team ! and to wait 48 hours :(Desired Settlement: I want my check with in 5 days !

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 not have my check after 3.5 month ! this is money that I where suppose to get to replace my cell with in 1 to 2 business days ,I wasn't expecting to get the check as fast but neither this long ! 3.5 month and counting

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 sent 7/**/14 via USPS from ** offices

Review: I prepaid for a 2 year policy to "replace with a brand new cell phone" if mine became damaged or lost. On 2/**/14 I called in a claim to the Global Warranty Group. I explained the situation with my phone (the external speaker does not work so I can only place or receive calls with my hands free device). I was told that I could go with either of the following options. Option 1 - Send my broken cell phone in and not have a $250 hold be placed on my credit card and pay the $75 deductable OR Option 2 -"the quicker way" was to have a $250 hold placed on my credit card (to be released if the broken cell phone was received within 30 days), pay the $75 deductable. I chose option 2 because I was told a new phone would be sent within 24-48 hours. The company took the $75 deductable on 2/**/14 the day I filed the claim.

Twenty four hours later I received a phone call from the company advising they didn't have any replacement phones in stock and and didn't know when or IF they were going to get any more. So the proposed sending me a check for $400 to purchase a new phone. They advised I would have the check in a few weeks.

I still have not received the check nor can the "call center" tell me when I will receive it. I have been told my the check was processed on 2/**/14. I called again when I did not receive the check and was told it was processed on 2/**/14. Today I called again and was advised the check has not been cut yet.

I have been advised this has been "escalated" twice now and I will hear from someone within 24-48 hours. I am still waiting to hear from an acutal employee of this company. I asked the call center to provide me with the number to call and today I was told they don't have the number and the only option available to them is to email the company.

In closing, I am already out a $75 deductable. I am about to lose an additional $250 because I have not returned my old phone and my original price for this insurance was approximately $99.

Kind Regards,

[redacted]Desired Settlement: I would like either a new phone or the check so I can purchase a new phone. I do not want to lose an additional $250 because the company did not provide me with what they promised within 30 days.

Business

Response:

check #[redacted] for $400.00 was sent out of our ** offices on 3/**/14

Review: I purchased a cell phone in May 2013 and decided to purchase insurance for that phone through Global Warranty Group. On or around February *, 2014 I filed a claim because my cell phone was damaged. I mailed my cell phone to Global Warranty Group on February **, 2014 and it was received by Global Warranty Group on February **, 2014. On February **, 2014 I received a call from someone at Global Warranty Group stating that the cell phone I had, an LG Lucid 2, was not available through their vendors and I was given the option of accepting a check in the amount of $400.00 (the retail value of the phone) instead. I chose to take the money. I called on February **, 2014 to inquire about the status of the check and was told it was processed the night before. On March *, 2014, when I had not received the check, I called again to see what was going on. The call center representative did not have any answers for me and told me that someone from the escalation department would contact me. I still had not heard from anyone from the escalation department by the evening of March *, 2014 so I called again. Once again I was told that someone from the escalation department would be contacting me. On the evening of March *, 2014 I still had not received a phone call so I called back. My husband also called Global Warranty Group on the evening of March *, 2014 to see if he could get anywhere. At that point I was extremely frustrated and I told that call center representative that if I did not hear from anyone by Friday, March *, 2014 I would be filing a complaint with the Revdex.com and also contacting a lawyer. I also sent that information along with all of the dates of the phone calls I had made to the company in an email. I never got a response. I called again on March *, 2014 and still did not receive any answers. I decided to wait a few days to see if maybe someone would either call me or respond to my email. By the afternoon of Friday, March **, 2014 when I still had not heard from anyone at Global Warranty Group I called again. According to the call center representative I spoke to, the check is still processing and the accounting department is backed up, but she did not have any answers as to why I still had not received a call from the escalation department.Desired Settlement: Since Global Warranty Group could not replace my phone I had to go out and purchase a new one. I would appreciate it if Global Warranty Group would honor their word and send me a check in the amount of $400.00, the retail value of the LG Lucid 2.

Business

Response:

check #[redacted] for $400.00 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: Claim # [redacted] Failure to send warranty replacement check.

I filed an insurance claim for a lost phone on October [redacted], 2013. My Bank Account was debited the $179.00 deductible on October [redacted] 2014. The following day I received a call from Global warranty group stating the iphone 5 was not available and was offered a $650 check instead. I agreed to the check and the person stated it may take up to 4 or 5 weeks to be processed. It has now been almost 5 months and I have not received a check. When I check the claim status online it states the tracking number is processing with a date shipped of 01/**/2014. The claim is also showing as closed. I have called Support 3 times and they could give me no information as to the status of the claim and have been told each time that it would be escalated to accounting and I would receive a call back within 2 days. This has never happened.

10/**/2013 POS Withdrawal (ELN) WIRELESS PROTECTION PR WIRELESS PROTECTION PR [redacted]

POS Withdrawal -- (ELN) WIRELESS PROTECT

ION PR WIRELESS PROTECTION PR [redacted] $179.00

Claim Status

CLAIM INFORMATION

Customer Name Claim Date Wireless Number Make Model Tracking number Date Shipped

[redacted] 10/**/2013 [redacted] Apple iPhone 5 16gb PROCESSING 01/**/2014

The claim is closed.Desired Settlement: I am seeking the $650.00 that was promised to me when I filed the claim in October of 2013 in a timely manner and a phone call explaining the unacceptable delay. I would also like to receive interest on the $179.00 that was deducted from my bank account in october of 2013 until this issue is resolved.

Business

Response:

check #[redacted] for $650.00 sent 3/**

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:

According to Global Warranty Group the Check was sent March **. As of March [redacted] I still have not received the check. This complaint will not be resolved until I physically receive the check. I would also like an explanation as to why it took over four months to process the claim and why I never received the call back I was promised.

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

Sincerely,

Business

Response:

Please allow at least a week for the check to arrive since it was sent regular mail. As for way there was the delay, GWG experienced some issues with inventory due to Apple's decision to stop making the iPhone 5 which made GWG to offer checks instead of replacement phones. We are set up to provide phones not checks so going from 15 checks a month to 1000s has caused and issue. We have learned from this issue and are putting in measures to insure this does not happen again.

Consumer

Response:

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

Sincerely,

Review: This company has gone far and beyond being disgusting dealing with my case. They took my deduction and didn't attempt to contact me to let me know that they weren't sending my phone or to give me any other options. After I discovered that was the case, I called and they said they would escalate my case and someone would contact me. This kept happening phone call after phone call for two months and I still have no answers about what is going on. I managed to communicate that I would take a check for replacement, but that was again two and a half months ago and I haven't received it and they WILL NOT give me an answer as to what is going on. At this point there isn't another of my phone for 100 miles so now if the check ever does come in I will have to use it for gas to go get the phone if there are any left within a reasonable distance. Even still, the check amount was barely enough to cover the cost of the phone and my state is tax free, so now that I'll have to travel to pick up a phone they were supposed to supply, it will be in a state that does have taxes, so that also pretty much diminishes the check value. This company has practically robbed me, and that is no exaggeration. I'm currently looking into some legal action and will be pursuing the issue.Desired Settlement: The $550 check as promised IMMEDIATELY or my phone again, immediately now that I've been without for three months.

Business

Response:

check #[redacted] for $550.00 was mailed out of our ** offices on 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]

I want my $100 deductible back because they took almost four months to do something that they had a contract to do with in a week. Also because of this extensive amount of time, there are now no more of my phones for 100 miles so now if the check ever does come in I will have to use it for gas to go get the phone. Also, I live in a tax free state, so the original amount four months ago would have been enough (also there were plentiful stores with my phone in stock at that time), however, now going to a different state, that also eats up a great major of the $550 that I originally accepted because, again, I wouldn't have had to go far to get my phone. Also because of those extra factors caused by their incompetence and inability to provide a service within the time agreed upon in their own contract, I want an extra $100 for travel that I wasn't going to have to do and the sales tax I was going to have to encounter.

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

Sincerely,

Business

Response:

I refunded the $100 deductible back to the credit card 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. However, should the details of this complaint ever be available for public viewing, I just wajt to say that this company is full of expert con artists. I have never seen a company allowed to get away with such fraud.

Sincerely,

Review: Bought cell phone insurance in April 2013, for $10.99 per month with a $179.99deductible. On January **, 2014, I filed a claim because I broke the screen on my iphone 5. They sent me a prepaid shipping envelope and told me that when they receive the damaged phone, they would send out a replacement. On January **, I got confirmation that they received my cell phone. On January [redacted], they deducted the $179.99 from my credit card. On January [redacted], I was informed that they didn't have an iphone 5 to send me, so they would be sending me a check for $550. They said I would have the check within two weeks. It is now March ** (8 full weeks later) and I have still not received the check. I have called the company seven times between February [redacted] and today, inquiring about the check and have been told the same thing each and every time. Even though I was promised that the check would be in my mailbox with two weeks, they keep telling me that the check is still being processed and there's no other information they can give me. They keep saying that they will send an escalation ticket to the accounting department and that I will receive a phone call from someone in that department, within 48 hours. On four occasions, they have sent the escalation ticket, and on all four occasions, I have not yet received a single phone call. They took my $10.99, each and every month for 12 months ($131.88 total) as well as the $179.99 deductible, and still have not provided the service that I paid for. Not only have I not received the service, but they can't even give me a ball park date on if and when I will be receiving this check. The only information they can give me each and every time I call, is that the check is still being processed. TRhis time frame is unacceptable. I replaced the phone with my own money fully knowing that I would be reimbursed within two weeks, as promised by them from the beginning. I am now going into the 9th week with no compensation and no knowledge of when I will be compensated. After today's phone call with them, I looked them up online and found hundreds of people having the exact same problem as me. They should not have taken the deductible from my credit card until this so called check was printed and dropped into the mail box. They are king moiney on my money while providing zero service.Desired Settlement: I would like the check asap, as well as a refund of the deductible and at least half of the monthly payments that I made for 12 months. What they are doing to me and everyone else, is unacceptable.

Business

Response:

check #[redacted] for $550.00 was mailed 3/**/14 from our ** offices

Review: I purchased a mobile phone insurance contract from Global Warranty Group in September of 2013. I paid the entire cost of the contract in one up front payment. On January *, 2014 I called their customer service hotline to activate my policy. I was informed that I had to pay a $180 deductible, which was subsequently charged to my credit card. They informed me that they would send me a new cell phone within 10 business days. They said that I had to return my cell phone within 30 business days, and that they would put a $699.99 hold on my credit card in case I did not return my phone. The next day, January [redacted], the company called me back and told me that they were out of stock of the phone that I ordered. They informed me that they would send me a check in the mail for the full retail price of the mobile phone model, within 10 business days.

The day that I am filing this complaint is March [redacted], 2014. The company has not sent me the check for the retail price of the new phone. They placed a $699.99 charge on my credit card, even though I only authorized the charge under the assumption that they would provide me with a phone or the money to but a new phone before the 30 day hold period expired. I have paid over $350 between the upfront insurance fee and the deductible, and my credit card has been charge $699.99 for the hold, so I have been charged over one thousand dollars by this company. They have not provided me a single service.

I have called their customer service hotline numerous times. I have documented five separate occasions where I called the company to inquire about the status of my claim. Feb. **, ** Mar. *, *, **. I have spoken to the claims department, and they have refused to connect me to customer care, saying that they can only submit an electronic ticket. I have asked them to reverse the $699 charge to my credit card, and they have refused. They have told me each team they talked to me on the phone that they would have someone from customer care or billing call back to help me with my order. I have never received a single call back form this company.

I suspect that they are performing fraudulent activity. I informed them that I will be filing a claim with Revdex.com. I want them to deliver the check that they promised, and I want them to refund me for the $699 charge to my credit card.Desired Settlement: I want them to deliver the check that they promised, and I want them to refund me for the $699 charge to my credit card.

Business

Response:

we will refund the $699 hold as soon as the broken phone is returned to GWG group. We provide a prepaid label to use UPS to return the phone to use.

Review: I filed a claim for a stolen jet-pack on February *. I was informed they could not replace this item as they no longer had it in stock at any of their warehouses. They offered me $200. After contacting my cell phone provider to find out what the replacement cost was I called back and told them replacement was $269 before shipping and taxes. I finally accepted the $269. I ordered a new device for my college son so he could continue his studies and our provider shipped it to him. Then all of a sudden this company was sending him a device. No, I already replaced the device and was waiting for the check. He refused the device from Global Warranty when it arrived via UPS. It was shipped back to them and I tracked it via UPS to their warehouse where it was signed for. The paperwork for this check was supposedly done on February [redacted]. No word on when the check is to be cut or sent out. I have told them I needed the check by February [redacted]. It is now March [redacted], I am still waiting for the check. After I made a phone call today, I am still waiting to know when and if this check is going to be sent. I told them today if I did not get some answers I would be filing with the Revdex.com. I did not get any acceptable answers.Desired Settlement: I want my $269. I was honest and above board with this company and sent back their device.

Business

Response:

check #[redacted] for $269 was mailed out of our ** offices on 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,

The check arrived on Tuesday, March **, 2014.

Review: I purchased a Global Warranty Group full coverage warranty when I bought my phone brand new with Rogers.

The phone was broken early January 2014 and I followed all of Global Warranties conditions, paid the deductible in full, and sent them the broken phone via tracking shipping (at my own expense). I was told I would have my new phone in the mail with tracking number asap.

After calling repeatedly to ask why I had not received a tracking number I was informed they would not be providing me with a replacement phone, instead they offered approximately $570 to cover the price of a new phone. Although my phone was originally $649.99 and I had already paid them over $200 for the warranty and deductible (I have the receipts to prove that) I accepted their offer as it was better than nothing and I really needed a phone asap for work.

Almost a month ago this was supposedly resolved and they were going to mail my cheque with a tracking number. I waited a few days, no call, no tracking number, nothing.

So after about a week I called them, the customer service person said she had no information for me but she would tag my file so accounting would see and send my cheque. I said fine. Two days later, nothing. So I started calling once a day. Everytime I get the same story, "I don't have any information here but I will tag your file and someone will get back to you within 48 hours." To this day (February [redacted] 2014) I have not received one single phone call from Global Warranty, every exchange was a result of me calling.

I reached my wits end last week and asked to talk to a manager or their complaints line, which surprise surprise THEY DONT HAVE!!! Instead I was told I could email them. During a subsequent conversation I told them I would get a hold of the Revdex.com within 48 hours and they offered no solution and didn't even call me back, so here I am.Desired Settlement: All I want is what I was promised a month ago, approximately $570, I believe the exact amount is $578.80. I do not want an apology as I have never ever been treated this way by a company and am shocked and appalled at their business practices.

Business

Response:

check #[redacted] for $578 was sent out of our ** offices on 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]

The complaint has not been resolved because I have not received the cheque or tracking number for the cheque. If I receive the cheque then the case will be resolved. Unfortunately due to the way I have been treated thus far and the companies seemingly complete disregard for transparency or customer service, I will continue to assume no cheque has been mailed and no resolution will be made until I have the physical cheque in my hands or the cash in my account.

?????

Sincerely,

?????

Business

Response:

Check was sent from ** offices through USPS with no tracking

Review: On Jan * we filed an insurance claim on a broken cell phone. The company was unable to provide a replacement phone. Why, they did not say. The company does not offer a similar phone or upgrade . They offered a $300. check instead. To date we have not received the check. We have called several times and the employees at the local Verizon Wireless Zone store where we purchased the phone and insurance have also called several times in our behalf. The answer is always that our complaint/concerns will be sent to the escalations dept. and they will contact us in 24-48 hours. To date they have never contacted us. I e-mailed the company a week ago and have not received a response. We sent the broken phone back using the label provided by Global and although I verified through the tracking # that they received the phone on Jan**, they have no record of this and on Feb. [redacted] they charged $275. to our credit card as penalty for not sending the phone back.Desired Settlement: I expect to receive the check for $300. and also have the charge for $275. removed from my credit card....both by March **, 2014.

Business

Response:

check#[redacted] for $300 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.

I misread the last communication and thought if I did NOT respond that it meant things were resolved. I did receive the long awaited $300. check and nave my credit card company addressing the unauthorized cred card withdrawal. Thank you for your rapid response in resolving this matter

Sincerely,

Review: I lost my phone and after filing a report with the police paid the deductible for a new phone (this was January *). I received a call saying that the company was out of phones and would send me a check for $650. I since replaced my phone out of pocket, but have not received the check for $650. I have called GWG several times and been told that the check was processed (on January **), but they have no idea when the account department will mail it due to a high volume. They have said I would receive an email numerous time from accounts to give me an eta, but this hasn't happened either. I'm now wondering if the company is a scam.Desired Settlement: Check for $650

Business

Response:

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