Global Warranty Group

Review: I was being charged for a warrenty when they had closed there doors. When trying to call and cancel no one to cancel and try and get refund for services that were not availableDesired Settlement: They should refund the months that they didn't offer a service.

Review: On March *, 2014, an insurance claim was filed for a broken cell phone. This claim was filed through the Wireless Protection Program at ###-###-#### which is the cell phone insurance department of Global Warranty Group. According to the plan website, and the sales pitch at purchase, "Replacement phones shipped within 24-48 hours". On this date my deductible of $150 was taken on my credit card and they put a $699 hold on the card till they received the damaged phone. The plan purchase price was $99. This means the company now has $949 of my money and I have a broken phone. Based on their instructions, after receiving the new phone which they said I would receive in two business days, I am to return the damaged phone by March ** or they will keep the $699 which they have a hold on. On Wednesday, March *, after giving them 3 days, 2 full business days, I called again to find out the status of the claim and when I could expect the new phone. The response was "they did not know, the phone should be there today, someone will call you back". No call was received, no phone was received. Called back on Thursday, March *, response was "new phone was ordered, have to check with the warehouse to see where it was, someone will call you back today". Of course, no phone call was received, have not received any shipping info and still no phone. Unfortunately, we purchased this insurance plan for two of our cell phones and have had to file a claim for both of them - one had a broken screen and this one was dropped in the pool. The first claim also resulted in a complaint filed with the Revdex.com, but that was after trying to work out the issue with the company for 6 weeks!!!!! Finally, after that complaint was filed, the issue was resolved within the week!!! I was not willing to wait 6 weeks this time and be without a phone for that long. This appears to be a trend with this company, and once again, screams FRAUD!!! Once can be attributed to a fluke, but with the same run around the second time, appears to be the norm!! Perhaps a discussion should be had with respective law enforcement agencies for what is clearly fraudulent business practices.Desired Settlement: I want a new phone, a refund of all monies, and action taken against the company's apparent fraud.

Business

Response:

Called customer 3/*/14 advised that we had sent a purchase order for the customer to pick up a brand new device from the dealer who sold the contract to the customer, we provided an address for the pick up of the device.

Review: I purchased cell phone warranty through this company. I contacted the company in mid December when my phone broke. They took a $95.00 warranty payment and a $381.00 deposit from my credit card within 20 minutes of my call and told me they would be sending me a new phone. I was to get the $381.00 deposit back one I sent back the broken phone. I received a call the next day saying they did not have any more replacement phones and would be sending me a cheque instead. To date - February [redacted] 2014, I have not received a cheque despite multiple phone calls to this company. Nobody returns my calls and the person that answers the phones tells me it will be a long wait to get a cheque but they cannot tell me anything further.Desired Settlement: I would like the cheque immediately for the replacement cost of my phone. I should not have to wait 3 months to replace a cell phone that I have purchased warranty for. I should not have to go without a cell phone when I purchased a warranty replacement plan. This is a horrible company for customer service.

Business

Response:

check #[redacted] for $700.00 was mailed out of our ** offices on 3/*/14

Review: On June **, 2014, I incurred water damage on my Samsung S3 Mini phone. The following day, I began the process to submit a claim to obtain a new phone, which would be covered under my 2 year global warranty through the Global Warranty Group in [redacted]. It was at this time that we have entered over a two week nightmare of back and forth communication, as well as, atrocious costumer service with the stated company.

We began the claims process with the Global Warranty Group on Monday, June **, 2014. It was at this time, I was instructed by a representative of the Global Warranty Group to send in my damaged phone, with the e-mailed pre-stamped label, in addition to pay the $100 deductible that was a part of my warranty plan. My wife and I mailed out the damaged phone the following day, June **, in which I was told a new phone would be "overnighted" to me on June **. Yesterday, July *, my new phone, was still sitting in the Global Warranty's Group's warehouse, as it had been for the past three days. I was forced to call the Global Warranty Group and put a stoppage on the delivery of my new phone, as we are moving to a new address this upcoming week. I was concerned that the package containing my new cell phone would be delivered to an address that I was no longer living at, adding to the delivery delay, which has already added to the nightmare of receiving my new phone, which is covered under our warranty.

I am a journalist for a major newspaper in the area, and rely heavily on my cell phone for work. It provides easy access for collegiate and professional athletes to access me throughout the day, and allows me to conduct interviews over the phone, or set up lunch/dinner meetings with business colleagues. It has been extremely difficult, as well as, extremely inconvenient to have one phone between my wife and I, as my wife is also a working professional in need of a cell phone. My wife and I have both contacted the Global Warranty Group several times throughout the time that I have been without my phone, each time receiving little to no help, and in one instance, being told that, "it's only been a week, I'm not sure what you're worked up about."

We have also been placed into a back and forth debacle between the Global Warranty Group and UPS. My wife had a conversation with the Global Warranty Group the day of July *, 2014, in which the customer service representative admitted to my wife that the cell phone package was still in their warehouse. She was then instructed by the Global Warranty Group to call UPS, as this was a "matter on their end." Following our phone conversation with the Global Warranty Group on July *, 2014, we called UPS to open an investigation on the delivery of this package, in which I was told that a label had been made on the end of the Global Warranty Group for the delivery of my cell phone, but had not been given to UPS for delivery.

When I bought my new phone, on February *, 2014, I paid an upfront fee of $150.00 for the 2 year global warranty. So far, this warranty has failed me, and has caused me to continue without a cell phone. This has greatly affected my business affiliations and work schedule, and have caused un-needed stress for both myself and my wife. We would like this back and forth to end as soon as possible, and would like to have this nightmare end with the solution that we have suggested below.Desired Settlement: I would like to have a new Samsung S3 Mini cell phone overnighted to my new residence, which the Global Warranty Center has on file. With the purchase of the 2 year global warranty, I am entitled to a new working cell phone in the event that something happens to the cell phone that I currently own. We followed the process that the Global Warranty Center laid out, but was never granted a new phone in a timely manner, and in the manner that was laid out for us at the beginning of the process. My hand was forced to stop delivery of the package because of the timing of my family's upcoming move, due to the negligent delay of the original request put forth by my claim with the Global Warranty Group.

Additionally, when I stopped the delivery of the package on July *, due to my upcoming move, I also requested to have my deductible refunded. I was told by one of the many different representatives that I talked with, that my deductible would be refunded within 3-5 business days. I will be looking forward to receiving this refund, and would hope that the new cell phone that I requested be overnighted free of charge.

With that being said, I would like the outcome to involve an overnight shipment of my new cell phone to my new address as soon as possible, and free of charge. I would also like to be refunded my $100 deductible that I paid, within the time allotment that was given to me by the Global Warranty Group's representative on July *, 2014.

Business

Response:

claim was cancelled by the customer per request on 7/*/14. The deductible of $100 was refunded on 7/*/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:

To Whom It May Concern:

Since my original complaint to your Revdex.com office, I did in fact receive a refund of my initial deductible, per my warranty plan, of $100. This was refunded into my debit account from the Global Warranty Group on Friday, July **, 2014. I appreciate the timely manner in which my refund was credited back into my bank account, however, I have yet to have the second half of my settlement fulfilled - that being a new phone sent to my new residence.

As was stated in my previous letter, I acknowledged the fact that I called the Global Warranty Group on July *, 2014, to cancel the shipment of my new phone to my residence. This was due to the fact that myself, along with my family, was vacating our residence on file with the Global Warranty Group the following Monday. The Global Warranty Group was not able to solidify, or promise, a delivery date of my new phone during my phone call on July *, 2014. I weighed the outcomes that would have happened in the event that I continued to have the package containing my new phone sent to the residence that I was vacating. I have concluded the following:

1. The package, with delivery date unknown, would have been shipped to my now previous residence. The package would not have been received by myself, or my wife, as we no longer live in the property. The package would then been received by the new owner who in turn would either keep the new phone in the package, or send the package back to the Global Warranty Group.

2. If above stated were to happen, and the new tenant in the building was to return the package to the Global Warranty Group, who is to say that I would have received the package at my new residence? In the event that I had not provided our forwarding address to the customer service representative, there would have been no updated address on file, thus delaying the already ridiculously long process of receiving a new cell phone via my warranty plan.

With these outcomes being weighed, and the lack of knowledge on the end of the Global Warranty Group in regards to when my package would be shipped, I decided to cancel the shipment of the package to my former residence. In the event that my package would have been overnighted as promised, there would have not been a direct conflict with my family's upcoming move and receipt of the package. I would like to add that I had a tracking number from UPS for the package containing the new phone. I checked the tracking website numerous times daily, only to find that day after day, my package sat in the Global Warranty Group's warehouse.

The numerous customer service representatives that I have talked with at the Global Warranty Group were completely unaware of when my promised "overnighted" package would be delivered at my former residence. In the common definition of "overnighting" a package, one would know that an "overnighted" package would take no more than two days to be delivered. An "overnighted" package does not take almost two weeks to be delivered.

I would like to reiterate that upon the purchase of my Samsung Mini S III on February *, 2014, I paid an upfront fee of $150.00 for a 2 year global warranty. I opted into, as well as read numerously, the terms and conditions of this warranty. With my purchase of a warranty, I am guaranteed a new phone, or one of equal value, in the event that my current phone is discontinued or unavailable by the [redacted] company or Global Warranty Group. So far, my warranty has not held up it's end of the bargain, as my $150.00 up front fee for the warranty has essentially been "stolen" from my pocket.

Once again, I am asking that the second half of my settlement suggestion be fulfilled. I would like a new phone sent to my current residence, which is on file with the Global Warranty Group. I would like this package to be overnighted, and I would like to be provided with a tracking number, so I am able to track my package as it is being shipped. I would also suggest an alternative settlement option, of a credit to my account number on file with the Global Warranty Group, for the full retail value of my cell phone that was shipped to them, so that I can purchase a replacement personally and in a timely manner.

Sincerely,

Review: In February 2014, I filed a claim to have my phone replaced under the terms of the warranty coverage for my EVO LTE phone. A $75 deductible was charged. I shipped my non-working phone to the company. A new replacement phone was not available and a $250 check was offered several weeks later instead. The check has not yet been received after 5 months. I received an email on 4/**/2014 indicating that the check was being processed, but no check has been received.Desired Settlement: I respectfully request the check and the deductible, totaling $325. GWG has not honored the original terms of the warranty agreement to-date and I have been forced to call numerous times and was without a cell phone for an extended period of time while awaiting word on either a check or a replacement phone. Thank you.

Business

Response:

check #[redacted] for $250.00 sent 7/*

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: On March [redacted], 2014 I filed a warranty/protection claim over a stolen cell phone (HTC One Model). I was told in 3 business days I would have a replacement phone delivered to me. The phone never came. I called back and they said the phone was no longer available and they would be sending me out a cheque for $650 and that it would take approximately 1 - 2 weeks to process then it would be shipped out in a timely manner. On April [redacted] I called back to GWG because I still had not received a cheque. The customer service agent told me someone would contact me in 1-2 business days to update me on status of cheque. on April [redacted], I still had not received a phone call. I called back and received the same response, to wait 1-2 business days for a reply from GWG. Once again, I did not receive a reply. I called back later in the afternoon on April [redacted] and told the agent that if I did not receive a reply in 24 hours I would be contacting the Revdex.com. 24 hours has passed and I have had no contact from GWG regarding the status of my cheque. At this point this whole service seems to be some sort of scam. They charged my credit card for a $65.00 deductible on March [redacted] and I can not even get a simple answer in regards to the status of the cheque they are supposedly sending out to me. In the meantime, I had to activate an old flip phone to be able to have some sort of phone access. I am on a fixed data contract with my carrier and have essentially paid for data and other features that I have not been able to use since my original HTC one smartphone was stolen.Desired Settlement: I would like the $650.00 cheque sent out immediately. I would also like a refund for the $65 deductible that was paid to cover: time lost waiting on the phone to receive updates that never came, money spent to purchase a used flip phone to use, credit card interest for the deductible that was collected over a month ago and for my wireless carrier bill for the last several weeks.

Business

Response:

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

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

Consumer

Response:

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

Nearly 3 months have passed and there is still no time frame or guarantee I am getting a cheque from Gwg. I called myself on 5/**/14 and received the same run around response that there has been delays and somebody will contact me with further information (which never happens). It is hard to think that this is not becoming some sort of scam and that I am never going to see any money.

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

Sincerely,

Business

Response:

Check #[redacted] for $650. issued 6.**.14

Review: I've purchased GWG's wireless warranty program a year and a half ago along with my new cell phone through a contract with Rogers Mobility.

I've lost the device and made a claim to GWG on Sept. [redacted] 2013.

They took my $130 deductible cost from my credit card with no problem.

I was told I will be receiving my replacement phone within the next 48 hours, just like how they advertise on their website but nothing came after one week.

I called them back and was advised that they are out of stock for the model I was supposed to receive.

I was also advised that I will receive a cheque of $730 instead and that this would take 1-2 business weeks.

Nothing came after 3 weeks and I called them back. They apologized and told me to wait another week or so.

It is now April [redacted] 2014, almost 7 months have passed.

During the 7 months, I've called them over 10 times and everytime, all I get is "sorry please wait more, we will give you an update through e-mail or give you a call".

They have never called me nor sent me anything to get me an update.

What kind of ** business are they running.Desired Settlement: I have already gone and bought myself a new device half year ago.

I want them to send me my cheque that was promised 7 months ago.

I also want them to stop false advertising on their website, "Replacement phones shipped in 24-48 hours", because this is clearly a lie.

Business

Response:

check #[redacted] for $730.00 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:

[Your Answer Here]

I still have not received the cheque.

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

Sincerely,

Business

Response:

check

#[redacted] for $730.00 sent 4/**/14

Review: My cell phone was stolen, and, as requested by Global Warranty Group, I provided a police report and paid a $95 deductible to file my claim. I was told that a new phone would be delivered within 24-48 hours, but it never arrived. I waited for 2 weeks before calling, and when I did, the customer service reps passed me from person to person without giving me any information about the status of my claim. After two more calls, I was told that I would be issued a check for $578 within 7 business days because my phone was not available. After an additional 3 weeks, I still have not received any a replacement phone or check in lieu as promised. With further phone calls, I have encountered a resistance from Global to honor our contract, and had no cooperation or any indication that my claim will be fulfilled.Desired Settlement: I would like my check for $578 in lieu of the replacement phone, I would like to have my $95 deductible and $150 initial insurance fee refunded, and I would like an explanation of why my phone calls were not returned and why my claim has been ignored.

Review: I filed a police report, and then proceeded to file a warranty complaint for a lost phone. This was done in September 2013, I have called my Rogers Wireless dealer that sold me the warranty, and also called GWG directly to ask when I can expect to receive my cheque. I have also paid a $95 deductible which I have confirmation for. At I keep getting the same answers that it will come in 5-6 weeks, which I though was ridiculous when the told me in September. Its not May of 2014, 10 months from the day of claim and there is still no resolution! This is absolutely unacceptable!

I had to go out and purchase a low-end smart phone which barely does my required daily task. I don't have the money to purchase the phone I require, and I really need it as I recently started a new job which requires me to go mobile.Desired Settlement: I would like my cheque for the promised amount $650, or I would like a replacement phone of equal or greater value than the one I made the claim for.

Business

Response:

check #[redacted] for $650.00 sent 6/**/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 placed a claim about my stolen iPhone on March **, I was told the claim had been approved on March ** and a check equal to the amount of a new phone ($750) was to be mailed out on or near March **. It is now over two months later (May **) and I still have not received reimbursement for the replacement phone I purchased. I have called at least 6 times and received the same response, they offer to "escalate" my claim to accounting, but no progress has been made, and I still have yet to receive reimbursement.Desired Settlement: I simply want my reimbursement check of $750 due to me per my policy. They have promised it for over two months with no action yet and never any response to my inquiries.

Business

Response:

check #[redacted] for $750.00 sent 6/*/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 a cell phone contract through [redacted] Mobility. My cell phone became damaged in April 2014. I call my cell phone provider and they told me I had to contact GWG insurance to put in a claim. April **, 2014 I called GWG and put in a claim for my damaged cell phone. At that time they provided me with a claim # [redacted]. GWG told me that they would need to take $381 out of my visa temporary until I mailed in my damaged phone and then they would reimburse me my $381 back onto my visa. They also said they would be mailing out my new cell phone soon.April **, I noticed on my online visa statement I was charged on, April **, 2014 $381 AND on April ** $100. So I called to ask why they withdrew that $100. GWG told me that was for putting in a claim. I was not explained that over the phone.Two weeks went by and I never received my new cell phone. So I called GWG to see what was going on. I was told that the Samsung Galaxy S3 was discontinued. GWG was going to give me a settlement pay out of $587.00 instead of a new cell phone. I told them I would hang on to my damaged cell phone until the settlement payment came in and then I would mail in my damaged phone.Two weeks went by... No cheque in the mail....I called and I was told that my cheque is coming but they didn't know when. I've call every week since April **, 2014 to see what the status on my cheque was. No one had any answers for me. I was just told that they would report that I called and was concern about my cheque. GWG kept telling me that my cheque would be coming soon. I also stated that I didn't think it was far that they had $481.oo taken from my visa that I couldnt used. GWG just said they would report it to their account team. And that someone would get back to me within 2 business days. No one call or emailed me.August **, 2014 I tryed calling GWG ###-###-####. This time is was different. It said all circuits are busy.August **, 2014 I call Jump.ca ( [redacted]) ###-###-#### and talked to a customer rep. I explained my whole story. The rep. informed me that GWG went out of business that's why I couldn't get a hold of them. [redacted] is now dealing with a new insurance company called Trisura.I then called my CIBC visa. Reported my $481 that was taken from my visa by GWG. A reference # was given to me [redacted].I'm asking for Visa to please help me receive my $481 back from GWG.My contact info. is [redacted] ###-###-#### or ###-###-#### [redacted]Desired Settlement: DesiredSettlementID: Refund

I want my $481 return to my Visa from GWG

Review: I filed a claim for my broken iPhone on May **, 2014. During the first call they told me it wouldn't be an issue at all, charged me a deductible of $179 and told me if they didn't have a replacement phone in stock they would send a cheque for the full value of the phone. They gave me a tracking number to check my claim online and advised that I should get my replacement phone within the week. I even agreed to put a $700 pre-authorized transaction on my phone for collateral so I could keep my phone while I waited for the replacement. A couple days go by and I see a message on my claim centre saying I needed to call the call centre, so I do and they tell me they didn't have a replacement phone, and ask if a cheque was fine. I told them yes, as I already agreed to that option if there wasn't a replacement during the first conversation. So they input that and told me the cheque should be on its way. It's almost been 3 months now and I've yet to receive anything... I call weekly and they say they can't do anything, but the cheque is being processed... I told them my claim centre has shown my claim as closed ever since they received my old phone and they told me "you can't really trust that for correct updates". Why have it then? The most concerning thing is that lately I've been getting a message saying "all circuits are busy now, please try again later" and just figured that a lot of people we're calling and yelling at them. However, I was checking online today to see if anyone else was having issues and someone posted that they disconnected their phone lines... I don't know if the company is going into receivership or something, but I want my money.Desired Settlement: I want my $850 cheque that was promised to me almost 3 months ago, I'd like my insurance payments to stop coming off my wireless bill, and I'd also like my $179 deductible back for having to go through this. I realize deductibles are required to use insurance, but every other insurance company I've ever dealt with is prompt and courteous. This company doesn't deserve my money for making me and hundreds, if not thousands of others based on complaints I've seen, go through all this. It's unacceptable, and they don't deserve our business.

Review: I purchased insurance for Samsung 3 phone in September 2012. Insurance was prepaid, whereby a claim could be made upto 3 times in 2 years. This is my first claim. I filed a claim in October 2013 with the Wireless Protection Program, corporate address GWG / [redacted]At that time, I was informed that the most efficient way to process a claim was to pay up front for the replacement value, plus the deductible. I prepaid both, expecting a new phone would be delivered within 72 hours and I would then subsequently return my phone + accessories to obtain a "credit" to the prepayment previously charged on my credit card. I coming weeks, I was informed there were no phones available, and instead, I had the option of receiving a cheque to be able to purchase my own replacement phone. I have not received this cheque as of April [redacted] 2014.

Product_Or_Service: Other /Samsung3/

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

As I prepaid to expedite this service, I would like a full refund of the amount charged to my credit card, approximately $400.I would like a new phone, as promised through the warranty program.I would like to be reimbursed for the time that I have spent following up this claim.

Business

Response:

check #[redacted] for $475 sent 5/*/14

Review: With the purchase of a new phone I was advised to purchase a warranty (Global Warranty Group) from my wireless provider (Rogers) in the case of a lost/stolen or damaged phone. The warranty was purchased with a fee of 109.99 + tax. November ** 2013 my phone was damaged. I phoned the GWG to file my claim the following day and I should recieve a new phone in 2-3 business days. A deductable of $95.00 was taking off my credit card as well as a hold of $381.00. After a few days had passed, and no phone, I called the GWG. The CSR said that they, in fact, did not have any of my phones available to them and that I could instead recieve a check of 650.00. I called GWG back on December [redacted] 2013 to go ahead and send the check, I was going to purchase a new phone. I had called several times to check on the progress of my check and the CSR kept telling me they would contact the "escalation desk" and I should hear from them in about 2 business days. As of Feburary [redacted] 2014, my check has been in prossesing and has stayed that way ever since. I have never been contacted from the "escalation desk" at all about my claim. I have called 5 times in the month of April and still no one from the "escalation desk" has contacted me nor has me check moved from "processing"Desired Settlement: I want my check for $650.00 immediately as well as $381.00 credit to my credit card (which in fact was not held and it was actually taken off) including intrest of 18% over 5 months due to a unreasonable amout of time waiting for the check, immediately!

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 been patiently waiting for my check since December. There is a reasonable amount of time to wait, but, 5 going on 6 months is unacceptable. I have made numerous calls regarding my claim resulting in the same response. Nothing, no call back, no email. I want my check for the amount owing immediately as well as a credit to my credit card immediately as asked in my 1st complaint! Not to mention, I've had to wait almost a month for your response.

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

Sincerely,

Business

Response:

check #[redacted] for $650.00 sent 7/** via USPS from ** offices

Consumer

Response:

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

Sincerely,

Review: In August 2013, I purchased a Samsung Galaxy Note 2 from [redacted]s wireless. At that time I also purchased the insurance plan from the Wireless Protection Program/ Global Warranty Group. I paid the insurance upfront. The plan I purchased indicated that it covers the device against loss, theft and accidental damage. The plan stated that a replacement device would be shipped over night after a claim was made. I contacted Wireless Protection Program/ Global Warranty Group on January **, 2014 to initiate a claim after damaging my phone. I was told by the rep that in order to proceed with the claim that I would have to pay a $100 deductible. The rep then proceeded to tell me that I had two choices in getting a new phone. I could either send in my damaged phone and they would send me a new phone once they received the damaged one or they said they could place a $381.00 hold on my credit card and within 72 hours I would receive the new phone at which time I was to then return the damaged phone to one of their dealers and the hold would be reversed. I choose option two and immediately paid the $100 deductible and placed $381 on a borrowed credit card. After 72 hours I did not receive the new phone. I contacted the insurance program again and was informed that they did not have any more phones and that they would send me out a cheque for $630.00 to cover the cost of a new phone. I asked why I was not contacted regarding this and they apologized and said they would escalate my claim and I should hear back from them in 1-2 business days. A week went by and I was not contacted by anyone and I did not receive the cheque. I asked to speak to a [redacted] and was told they did not have the capabilities to transfer customers to a [redacted] nor were they able to say when I would be receiving my cheque as their accounting department was not getting back to them. However they could see the cheque was processed. Again they said they would escalate my claim and I should hear back from someone in 1-2 days. Another week and half went by. By this time interest was being added onto the credit card I borrowed and the person was getting upset because of this delay. The rep apologized and told me they would escalate the claim again and could not answer why I was not being contacted. Again I asked to speak to someone higher up or if I could get the number of the head office and was told this was Impossible. I contacted [redacted]s customer care and spoke to a [redacted] there because they were the ones who recommended this company. I proceeded to them for some resolution in this matter. The [redacted] that I spoke there listened to my story and contacted Wireless Protection Program/ Global Warranty Group and spoke to a [redacted] in the escalation department. The [redacted]s rep was told the same story as me. However the rep from Wireless Protection Program/ Global Warranty Group explained that the [redacted]’s store could call Wireless Protection Program/ Global Warranty Group and Wireless Protection Program/ Global Warranty Group could send in a purchase order so I could go into the store and get a new phone. The [redacted]s Rep was told that in 1-2 business days a [redacted] from Wireless Protection Program/ Global Warranty Group would contact me. No one did so I called again. By this time it was the middle of March. They explained that they did not do purchase orders so that was not an option. I was then told that the cheque was processed but they could not contact their accounting department to find out when it would be sent out and that they would again escalate my claim. I proceeded to go to the [redacted]s store who told me they could not help because the company ended their partnership with [redacted]s. After leaving the store I called Wireless Protection Program/ Global Warranty Group and was told they could not do anything for me but escalate my claim and a representative would contact me within 1-2 business days. I waited a week and still did not hear back. I called again was given the same answers. I honestly think I’m being defrauded by Wireless Protection Program/ Global Warranty Group. To recap, I originally paid approx $180 dollars for the “so called coverage”, they have my $100 for the deductible and they charged $381 on a credit card which has been incurring 2+ months interest charges and I have nothing to show for it but a damaged phone that does not work properly. I have contacted the company several times. I dont's have all the dates but the ones recorded on my phone are Jan **, 2014; Feb [redacted], 2014 and March [redacted] Can you please help me? I see that Revdex.com gave this company an A+ but yet I have read so many complaints on this website of customers that have been suffering the same fate as me and being defrauded by this company and no one is stopping them from doing this to other people.Desired Settlement: I want the $680 cheque promised to me the last 8 weeks. I would also like my $100 deductible back along with the $381.00 plus the interest added to my credit. Because they are unable to be true worthy and honour their contracts, I now need to get a new insurance plan for the new phone so I would like them to return half the money I paid for their insurance in order to do so.

Business

Response:

check #[redacted] for $630.00 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.

I wanted to thank Revdex.com for getting my case resolved. I did receive the cheque for $630 thank you

?Sincerely,

Review: It's been more than a month since I filed a claim for my lost iPhone 5. Global Warranty people said that my phone is not available and they are going to send me a check worth $700. Every time I call them, they always promised that someone from their finance department will call me back but no one did. They said they did not send the check yet and no one can even tell me when exactly can they send it to me. I don't know what is really going on and no one can help me either.Desired Settlement: Send me the check asap so I can replace my old phone.

Business

Response:

check #[redacted] for $700 was sent out of our ** office on 1/**/14

Review: With a new phone a purchased Global Warranty Groups protection plan which insured my phone for a deductible fee and 6.99 a month. When my phone broke I filed a claim, and paid my deductible of $90.00 (on January [redacted]) and was told I would get a new phone as they received my old one. A few weeks later they called and informed me that they had none of my phone left in stock but would be willing to send me a check for $400 dollars. I agreed to this but it is now April [redacted] and there is no sign of the check. I have called countless times asking about the location of the check and they assure me it will be coming soon. I also have asked for an update call every time I call but they fail to do that every time despite their promises. I also still pay the 6.99 fee every month and I cannot cancel the service until I receive my check from the claim.Desired Settlement: I would like to receive the money owed to me ($400.00) as well as the money that I paid for their service while I was waiting for my refund check.

Business

Response:

check #[redacted] for $400.00 sent 4/*/14

Review: Filed a claim at th beginning of October to receive a new replacement phone under the warranty I had purchased. Was then called a few days later to be told that they no longer had the phone I was using but would instead send me a cheque for 650$ so I could purchase a new phone and it would arrive within 2 - 4 weeks. Did not receive the cheque by December, telephoned in and was told all they could do was make a note on my file for the accounting department and a representative would call me back within a few business days. did not receive a call until the beginning of Februrary after calling the customer service line multiple times to enquire. In February I was told that my cheque should be sent out to me and would be arriving by the end of February. It is now the end of MArch and upon calling back twice now am told that the cheque is still "processing" and will be informed once it is no longer, after 5 months of waiting.Desired Settlement: I wish the company to honour their agreement of sending me the full amount of 650$ and for it not to take another 5 months.

Business

Response:

check #[redacted] for $650.00 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: Purchased Samsung Galaxy S4 on 8/*/14. Also purchased and prepaid for accidental damage warranty through Global Warranty Group on 8/*/13. Broke phone screen on 7/**/14. Made claim via phone on 7/**/14. A $301 hold for cross shipping a replacement phone and a $75 deductible charge was placed on my credit card at that time. Global Warranty Group stated a tracking number for my replacement phone would be provided in 24-48 hours. I called on 7/** to request a status update. GWG claims my phone was ordered but they do not know why I have not received it. They claimed they would escalate my claim to their escalation department for further research and I would be contacted within 48 hours. I never received a call back. I called again on 7/** as was told the same thing almost verbatim - escalation to their escalation department and I would receive a call back. I did not receive a call back. I called again on 7/** and again was told the same thing regarding escalation. I called again on 7/** and was told the same thing again. To date (8/*/14) I have not received a replacement phone from Global Warranty Group.Desired Settlement: The company has two options:

1) Overnight me a replacement phone per the terms of the warranty contract

or

2) Refund me my $75 deductible, remove the $301 hold on my credit card and refund me the cost of prepaying for their warranty services.

Review: Claim #[redacted]I filed a damaged phone claim requesting a new phone on Friday, 6/**/14, and was told that I would receive my new phone by Monday, 6/**. When I did not receive my phone on 6/** I called and was told that the claim did not go through and that they were going to put it through at that point. They proceeded to tell me that I would have my phone by Wednesday, 6/**. When I did not receive my phone on 6/** I called again and was told that there was still no tracking number. At that point, I was told that the issue would be resolved and that I would receive an email by the end of the night. However, I did not receive an email that night. I called back on Thursday morning, 6/**, and was told that there is still no tracking number because the phone is on back order. They proceeded to tell me that they could not tell me when I should anticipate receiving a new phone.The next day, Friday 6/**, I was called and told that they found a phone, but that it was a different color then my damaged phone. I explained to them that it was okay and to send me that phone. They proceeded to tell me that I would receive my phone by Monday, 6/**. When I did not receive the phone they said that they were still waiting for a tracking number. On Tuesday, 6/**, they told me that the phone they had for me went to another customer, but that they found yet another one for me with more GBs. I was told I could expect a tracking number by the end of the day. It is now Thursday 6/** and there is still no tracking number. I have made multiple calls to a [redacted], who an "Escalation Representative." However, he has made it clear that there is nothing he can do, except for "keep on eye on it."Desired Settlement: I paid $250.00 up front for this insurance. I was also charged $150.00 when I made the claim on 6/**/14. I want my $150.00 to be reimbursed and I want a phone that I made this claim for to be sent immediately. I am going on two weeks without a phone. I do not see the point in having insurance on my phone if I can not insure that I will have a phone when I need it.

Business

Response:

shipped 6/**/14 UPS [redacted]