Global Warranty Group

Review: My contract with GWG involved a protection plan for a mobile phone. When mine needed replacement after one year the phone manufacturer no longer carried that particular version. GWG indicated in October of 2013 that a check for $528 would be mailed instead. That was acceptable to me and I replaced my phone out of pocket. I was told the check would be mailed that month to cover my direct costs to finance a replacement phone. The check never comes. Every month I phone the call center and I receive an apology and commitment to send it that month. This has happened 5 times. The call center is severed from corporate and they claim they can't get any visibility or response from corporate. Even the "advanced care staff" is not empowered to honor its commitments or provide any useful information. On my own I phoned the corporate offices after 6 months and was finally put through to an escalations representative. The commitment was again made to send the check. This is now 5 or 6 commitments by GWG staff that have not been honored. I've been carrying the new phone balance on my personal credit card. GWG is always reassuring that it is diligently working on the check issue with its accounting department, and yet it never has executed on its commitment. We are now at 6 months that GWG is owing me a check under the terms of our contract. This is absurd, to say the least, and highly unprofessional. Enough stories. It's time for action for GWG. It's shameful that it takes a complaint to the Revdex.com to get action (assuming this leads to a resolution).Desired Settlement: Send the check that GWG has committed to sending every month for six months. Enough talk - send my money now please.

A secondary desire is for GWG to do some self analysis of its business practices. Its front line staff are not given access to information and are not empowered to give adequate customer service. The call center staff are openly frustrated with their own company. It's unprofessional to treat employees this way - the leadership group at GWG is clearly ineffective.

Business

Response:

check #[redacted] for $525 sent 4/*/14

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted].

While my level of trust in this company is extremely low, I will take the confirmation of check shipment at face value. I expect I should receive it within a week, otherwise I will need to re-file a complaint. It is utterly absurd that after all the hours wasted with the companies customer service center all it really takes is one complaint to the Revdex.com to get action. Thank you very much Revdex.com.

Sincerely,

Review: I had coverage on an HTC Droid DNA, which I exercised for a cracked screen. GWG replaced the DNA as promised, but sent me a defective unit. I returned the defective unit to GWG, but they ran out of their stock of DNA replacement units, so they offered me a $500 check. I accepted this as a replacement in January but have not heard or received anything from GWG since. I have called numerous times, only to be "escalated" and told that the accounting division was overwhelmed but that the check would be coming some time. This process has cost me an exorbitant amount of time and frustration. I hope this situation can be rectified quickly. Please reach out to me if there is anything I can do to expedite this process.Desired Settlement: I desire a prompt issuance of my $500 check.

Business

Response:

check #[redacted] for $500.00 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: For the past month I have been put in a holding pattern by Global Warranty Group / Wireless Protection Program.

My iPhone 5 sustained water damage on February ** and I immediately filed a claim with the Wireless Protection Program. It should be noted that they successfully replaced a phone of mine back in September with a broken screen, and I was more than happy to continue to insure my phone with the company.

On February **, I was notified by the company that they no longer replace the iPhone 5, and in place of a refurbished phone they would send me a check for $550 (the retail value of the iPhone 5) so I could buy a replacement iPhone 5S from Apple (for $706).

I agreed to these terms, and they immediately charged me their standard $179 deductible. I was told that once I sent them (1) the broken phone, (2) the serial number and (3) the IMEI number as proof of purchase of my new phone, they would send me the $550 check.

On February **, I bought the new iPhone 5S, and mailed them the broken phone. Within 3 days I received confirmation that they had received the broken phone, so I emailed them the receipt, serial number and IMEI number as proof of purchase. Below are the UPS tracking number that was the confirmed delivery to Wireless Protection Program, along with the Serial Number and IMEI Numbers as proof of purchase of the new phone:

UPS Tracking # for broken phone: [redacted]

IMEI # for new phone: [redacted] Serial # for new phone: [redacted] On March **, I received an email from [redacted] (Escalation Representative) requesting my proof of purchase again. She also at this point told me that the check was in the process of getting approved by the accounting department. I re-sent my proof of purchase and waited patiently for two weeks.

On March **, I sent an email to [redacted] (the email address that [redacted] had emailed me from), requesting any updates on my payment.

I waited for 2 days for a response, at which point I called Customer Service at [redacted]. I asked if there was any ETA or updates that could be provided regarding my check. They said that Customer Service has no information regarding checks, and that any delays were caused by the fact that Global Warranty Group is not prepared to send out checks (they just replace phones, which is ironic because they could not replace my iPhone which is probably the most popular phone in the United States). Customer Service told me they would put in a message to the Escalations Department, and that Escalations would contact me within 24-48 hours.

I waited 48 hours, but heard nothing, so I called back. I was given the same answer, that the only people that have information regarding checks is the Escalations Department, and that nobody on the Customer Service side of the company has ANY WAY of directly contacting the Escalations Department. They are not even based in the same state.

I waited another 48 hours, and called back. At this point, this was a week ago, and I have called or emailed the Global Warranty Group every day and received no response.

Yesterday (April [redacted] I did some research and found dozens of nearly identical complaints from Consumer Affairs. At this point, I called one last time, notifying them that if the Escalations Department did not contact me in the standard 24-48 hours that they have promised to do seven times already, I would file a report with the Revdex.com.

$550 is a lot of money. Regardless, if Global Warranty Group had told me from the beginning that it would take over a month to send me my check I would have been OK with it. However, they demanded my broken phone be returned to them within 30 days (and they could hold me to it by putting a $699 hold on my credit card) and I would expect that they could operate in a similar time frame even if they are not “prepared” to write checks to customers.Desired Settlement: I just want my check for $550 and until they are ready to deliver this check, an ETA on the check.

Business

Response:

check #[redacted] for $550.00 sent USPS out of our ** offices on 4/**/14

Review: I sent my 32gb I-Phone 5s in about 3 months ago , When I sent my phone in a $180.00 deductible was charged , I was told I would receive my replacement phone within 1 week and they gave me a tracking number that DID NOT work. When I called the first time , they told me that my phone was not in stock and instead I would be receiving a check for $750.00 because that's how much the phone is worth. 2 weeks later , no check and no phone calls, I called again and they said they would tell the escalation team and add that this was the 2nd time I called and should receive a phone call in 24-48 hours. AGAIN no phone call. I am now on my 7th time calling and all they keep telling me is that it's still being processed and that they will tell their escalation team that i've been constantly calling and waiting 3 months.Desired Settlement: I would like the check for $750.00 that they promised me for my replacement phone sent out A.S.A.P and I would also like to be refunded the $180.00 deductible that was charged when I sent out my phone . Please and Thank You.

Business

Response:

check #[redacted] for $750.00 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 purchased insurance on my Samsung Galaxy S3 through GWG insurance when I bought the phone from my wireless provider. The phone was damaged and so I submitted a claim on March **, 2014. Initially they failed to contact me to inform me that they would not actually replace my phone but wanted a send me a check instead. After two weeks I contacted them to find out where my phone was and was told about this offer for the first time. I agreed to it and so purchased a new phone out of pocket and sent them my old phone by early April. I have still not received my check from them and as of May **, 2014 have phoned them three or more times and each time was told they are not used to writing checks and there are delays in their accounting department but that they would 'escalate' my claim. Their agents offered no way for me to speak to a manager or someone from their accounting department to get a more precise date of delivery of my check. This seems to be a consistent problem with this company as my history is identical to numerous other complaints found on the consumer affairs website: ([redacted]).Desired Settlement: Not only do I feel this business should have their membership in the Revdex.com revoke as they appear to be running a scam, but I would like a formal apology from a company manager, as well as my check to be delivered immediately. In addition I have had to pay interest on my credit card on the purchase cost of my new phone because they failed to fulfill their contractual agreement to replace it and then failed to reimburse me for it in a timely manner and I expect to be reimbursed the interest that I have paid ($21.23) thus far because of their holding of my money.

Consumer

Response:

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

Sincerely,

Review: I purchased wireless protection insurance for my IPhone 5 with Global Warranty Group approximately 6 months ago. This insurance covers me in the event of damage or loss of my phone. Unfortunately my phone was not functioning and I needed a replacement. I contacted Global and they advised me to purchase another phone and they would reimburse the cost for $650.00. I also needed to send them my broken phone, which I did. They assured my that I would received my reimbursement cheque within a few days. It has been almost two months and still no cheque. I have called uncountable times to inquire and every time I am connected with a call center. The call center can not provide any details with regards to my cheque and can only send an email escalation to their refund deptartment. I can not speak with a supervisor or any one else to get information. They tell my my cheque with be coming but they cant tell me when. I have no other recourse but to wait and hope that the payment is sent. I am not sure that the payment will ever be sent!! I have done some other research and have discovered that this is common practice for this company, that other people have had the same problem and also filed complaints with the Revdex.com.Desired Settlement: All I want is the cheque of $650.00 to be sent to me. I purchased the insurance in good faith and expect the same from this company. I would also like other consumers to beware of this company.

Business

Response:

check #[redacted] for $650.00 sent 7/**/14 via USPS from our ** office

Review: I filed a claim in early February 2014 for the replacement of damaged cell phone. I was given a claim number and told a replacement phone was being shipped out within a week. Several weeks and calls later I was informed that model phone was no longer available and a $600 cheque was being sent in lieu of a phone. To make a very long and frustrating story short, it is now April **, 2014 and I am yet to receive anything from this company. I have called the phone number provided with the policy many times, and it is always the same answer, "The cheque is being processed, you should receive soon". This company was very quick to process the deductible payment, yet fails to deliver on its policy. It is very hard to believe that this is a delay in processing and not a total scam as many online posts have portrayed.Desired Settlement: I feel this delay in payment is intentional and all I am asking is that the $600 cheque that I have been promised be sent out 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:

We still have not received payment.

Thanks

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

Sincerely,

Business

Response:

check #[redacted] for $600.00 sent 7/** via USPS from ** offices

Review: I purchased wireless protection insurance through Global Warranty Group LLC. January **, 2014 I submitted a claim and was told they do not have the phone model available any more. The representative by the name of [redacted], told me I would be receiving a check of $650.00 instead of a replacement phone. It has now been almost two months and I have received no compensation. I have tried calling customer service, only to be told they cannot tell me if or when I will receive the $650.00 check for my broken phone.I paid and signed a contract for a service. A service that I believe is trying to scam myself and many others.Desired Settlement: I want Global Warranty Group to honor their contract with me and send the $650.00 check. I have spent hours on the phone and have had to attempt to use a broken cell phone for almost 2 months. I believe I am entitled to more, however wish to just receive compensation for the broken phone.

Business

Response:

check #[redacted] for $550.00 sent out of our ** offices 3/**/14

Review: To whom this concerns,

Last year I purchased a third party warranty with GWG at a Bell Canada Outlet store. I bought the 2 year warranty program for a Samsung I747 Galaxy SIII, 16GB, Blue.

My first experience calling the warranty group for a replacement, I was told that my warranty was for an iPhone (which I do not have). After discovering there was an error with the process it was rectified, and changed to a Samsung tablet warranty (which I do not have). After making several trips to and from the outlet store and calling the warranty group to get this resolved, I was told the situation was fixed (Jan 2012). On Friday November *, 2013 I made another claim as I broke my screen. On the Monday I received a call saying there was an error with my order and that a tablet was again ordered. On my first call with GWG, I notified the customer service representative of the issue I had last year. The rep. confirmed my order in detail with product description for my SIII, and everything was seemed accurate. Wrong, nothing from the first incident was ever fixed! I after called the Bell Outlet store to see what the issue was, whom instructed me to call GWG to resolve. After calling GWG I was told to call the Bell outlet store to resolve. After allocating more of my time, I had to leave my house to find a scanner and send my original document to GWG. The order to my knowledge has been fixed "again" as of today.

I am the customer, I should not be running around trying to dispute the communication between the retailer and the warranty supplier. I am very upset with the service and communication I have been provided with on both Bell and GWG sides.

Aside from the servicing, advertising/pricing of contract is also in question:

In addition I was not notified at all about the new increase in charge of replacement of the second phone. I was notified that the charge would be $99 not $135 when I purchased and signed the contract.

For tracking purposed my original purchase order is: 194069 with GWGDesired Settlement: I do not want to pay the $135, as it was not agreed upon on purchase of the contract.

Business

Response:

The contract was incomplete when the dealer sent it over to us so we needed proof of purchase to ensure the correct device was on contract. As for the deductible was supposed to be $95 but due to error on dealer's part it charged $135. I refunded the $40 difference once the customer service agent notified us of the error on 11/**/13. You will see that refund within 3-5 business days. The replacement device is ready for pick up at R U Communicating where the customer purchased the device reference po#[redacted].

Review: Company representative from the escalation team has yet to contact me as I have requested on many occasions. The agreement with this company said that they would issue me a replacent phone within a 48 hr period. They were no longer able to get me the phone I purchased so they offered me a cheque on May **, 2014. It is now July **, 2014 and the cheque that was supposed to be sent to me within 7 business days has not been processed by their offices. I have requested a call to resolve this issue from the escalation department as I was informed they were the only department that could handle this issue on numerous occasions and was informed that I should hear from them within 48 hrs. I have also requested via email that someone call me. Still I have yet to speak with anyone. I paid over $200 initially for this program get in contact with me. I have gone and purchased a new phone on my credit card under the impression that these funds would have been in my possession in a appropriate amount of time. I am now getting charges monthly for interest on the amount of $750 and have also paid this company an additional $179 to process my claim. I just want what was promised to meDesired Settlement: I want the funds that were promised. A call to have a date that they will be in my hands. And if longer then 1 week the interest on the balance.

Review: -Purchased a Warranty for Wireless Phone through Rogers (service provider) The warranty states a new phone or full replacement value.

-Phone is broken called to file the claim on Feb [redacted], 2014 the on Feb [redacted] a person called and offered a $300.00 cheque claiming that my model phone was no longer available (same thing they seem to tell many). Even though I was -told originally they had two in stock. In addition the local store had them. The amount is not acceptable as the contract clearly states "full replacement value" which was $649.99 and the warranty cost was $124.99 on top of that.

-I have called now 6 different times with various speeches etc., I discovered on Feb [redacted], 2014 after reading about numerous complaints with reference to this company that a hold of $381.00 + $45.00 had been placed on my credit card.

-No one has called me back at all from this company with the exception of the 1 person offering a ridiculous amount of money.

-The company tries to tell you all these other terms etc., that are not stated on the two page contract you are provided at time of purchase it clearly says "2 Year Replacement Program Coverage up to $1300.00 and says "NEW" under replacement.Desired Settlement: That the company honors the contract that I paid for and either give me a Brand "NEW" phone or authorize a Rogers dealer in my area to provide me with the Motorola RAZR or the HD version or a Samsung Galaxy 4 free of charge. Only charging the $65.00 deductible that is states on my contract.

If not the second option would be to send me a cheque in the amount of $649.99 which is what I paid for the phone.

That the HOLD on my credit card be removed immediately with the exception of the deductible provided that they are sending me a new phone.

When I receive a new phone or a cheque in the amount requested I will then return the broken phone to them not the other way around as too many people have done this and are still trying to recover either a new phone or their money.

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 find that this resolution is satisfactory to me and the matter has been resolved.

However, I have not received the cheque that the apparently sent out on March [redacted], 2014 therefore I would like to keep the complaint open to make sure I do in fact receive the cheque.

Thanks

Sincerely,

Review: I purchased warranty coverage from a [redacted] in [redacted] I paid 190$ to cover my phone in case of loss damage or theft

I lost my phone in December so Made a Claim.

They offered me a check in the amount of 850$ instead of a new phone

Been getting the run around ever since and NO CHECK

ON TOP OF THat they charged me another 189USD deductible to complete my claim

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:

Received the same email as before that they are working on issuing a check. The status check page they have for my complaint says it was open and the closed in 5 days. Feb [redacted]. STILL nothing

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

Sincerely,

Business

Response:

check #[redacted] for $850.00 sent 6/**

Review: I am writing to file a formal complaint with your company, Global Warranty Group. I have called the Claims Department multiple times requesting a status on my claim, and have not gotten a follow up call as requested. Below is a timeline surrounding my claim:

11/**/2013 – I filed a claim for my damaged iPhone 5. Provided a credit card number and gave authorization to put a hold on my card so a replacement phone could be sent immediately.

12/*/2013 – Called to inquire on status of the replacement phone which should have been mailed but per the website, was not. I was told that your company did not have the iPhone 5 in stock, therefore they could send me a reimbursement check. Accepted check and was told a reimbursement check for $550 would be mailed within 6-8 weeks.

1/*/2014 – Called to inquire on status of reimbursement check status. Was told by [redacted] in the claims department, that someone from the escalation department would contact me within 1-2 business days with an update. Response from GWG not received.

2/**/2014 – Second call to inquire on status of reimbursement check status. Explained to [redacted] that I did not receive a call back from escalation back in January as I requested. I was told by [redacted] that she would submit another request to the escalation department and someone would call me back within 1-2 business days. Response from GWG not received.

3/*/2014 – Third follow up call to inquire on reimbursement check status and to advise I had not received a call from the escalation department. Justin transferred me to a [redacted] explained that the only thing he could do was to submit yet another request to the escalation department requesting they provide a “courtesy call” to me with an update. I told [redacted] that I wanted to speak to someone who could provide resolution but was told that there was no one else I could speak with regarding this issue. Advised him I would be submitting a formal complaint as well as contacting the Revdex.com in Oregon, Ohio and New York regarding this matter. Requested someone call me back by 9am EST on 3/*/2014. Advised I would continue to call until I got a resolution.

3/*/2014 – Fourth follow up call to the Claims Department as no one had, yet again, called me back regarding my claim. Spoke to [redacted], and [redacted] who again informed me the only action they could take was to submit yet ANOTHER request to the escalation department to check on the status of my claim. Advised I would continue to call every hour until someone returned my phone call.

As you can see, I have called multiple times just trying to merely get a status on my claim. Each and every time I call, the only action taken is to send an email/electronic request to the escalation department which is obviously incompetent of returning phone calls. I have asked for the [redacted] name, and was told by the claims area that they did not have that information. I was also told that the claims area did not have a contact or phone number for someone on the escalation department and that all interaction through them is electronic. The Claims Department is not capable of answering my questions and it has been 3 months since I originally submitted my claim for a damaged cell phone. The poor customer service and failure to return phone calls makes me question the integrity of this company.

Thank you for any assistance you can provide in this matter.Desired Settlement: I would like the payment owed to me, in the amount of $550, overnighted to my home address no later than Monday March **, 2014 and a phone call from a [redacted] at Global Warranty Group providing an explanation of why there was a delay in getting this payment to me and why there have been absolutely no responses to my previous 4 inquiries regarding my claim.

Business

Response:

called customer and verified address and told we are overnighting check 3/*/14 to her, I have also refunded the ded of $179.00

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 approximately March **, 2014 My son accidently dropped his cell phone. The screen broke. I phoned [redacted](where we bought the phone, Samsung Galaxy Rugby LTE) They instructed me to contact Global Warrenty Group to file a claim.

I did so. They recommended that I send the phone to [redacted]. Ihave a receipt from Canada Post stating that it was shipped on March **, 2014. I spoke to GWG on March ** or ** and confirmed the phone arrived. Since then I have made numerous phone calls trying to determine when the cheque for my claim will be sent to me. Each time I phone all I am told from the Customer Service people is that they will esscalate my

request. I have also requested to speak to a supervisor or manager; and was told all they could do was transfer me to the Advanced care team but they have the same information as the ones I was talking to. It is now going on 4 months and I

still have not received payment on my claim. I don't beleive this should have taken so long.Desired Settlement: Being that this claim has been outstanding for this length of time; I would like to see a prompt refund check. I am hoping that you are able to help me with this matter.

Review: A claim was filed with the company on 2/**/2014 for a malfunctioning Samsung Galaxy Note 2. I paid my deductible of $90.00 on that date. After being notified that a replacement phone was unavailable, I accepted the option of a check for $550, the value of the device. I returned my device with the provided label (sent to the [redacted] office directly) and awaited my check. After a few weeks I called to follow up and was told my claim was accepted and was sent to accounting for a check to be issued, this status has not changed since. I have called regularly to follow up (almost weekly) and requested numerous follow up calls with no avail. The customer service representatives are always very sweet and apologetic, but there is never anyone else available to speak to above them.Desired Settlement: It has now been over 3 months since filing the claim, paying a deductible, and sending my mobile device in, and I have received nothing. I have already purchased a new device with my own funds because I could not be without a phone in the time it would take to receive my payment. I simply want my check for $550, nothing more, nothing less. I have already looked into legal options, including filing a civil suit based on the huge number of complaints received against this organization. If this issue isn't resolved soon, I will have no choice but to take further action.

Business

Response:

check #[redacted] for $550.00 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: In May 2012 I purchased an I Phone 4S for my son in Ottawa Ontario. I also purchased a Wireless Protection Program (initial cost $179) in case the phone was lost, stolen or broken. This protection program was for 2 years (until May 2014). In November 2013 (still within the 2 years) the speaker on the phone was not functioning properly. My son and I went to an IStore in [redacted] to confirm whether the phone was defective or whether my son accidentally changed a setting. The store confirmed the phone was defective. They offered to fix it for $200. We informed the that we had wireless protection program and that we would pursue that route. I contacted ProMobility by phone on November **, 2013 to make a claim. They told me to send the phone to them and asked me to pay the $179 deductible. I did both and ProMobility received the phone and my money on December *. A few days later they contacted me to say they couldn't replace the phone but they would send me a cheque for $600. It's been over 2 months. I am out over $350 and they have the phone. I have contacted them 5 or 6 times by phone and once by email. Each time I get a different answer. One time they said they were so busy issuing cheques, that there was a 2 week delay and I should receive it soon. Another time I spoke with them, I was told that they are not in the habit of issuing cheques, they usually replace phones and that I should have the cheque by the end of January. I have escalated this matter several times and I was told that the Accounting Dept or the Escalation Dept would contact me within 2 business days. No one ever calls me back. Since my son could not go 2 months without a phone, I had to purchase a new phone and plan. I have to wonder if this company really exists.

Product_Or_Service: Wireless Protection Program

Account_Number: ###-###-#### [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like ProMobility to send me my cheque for $600 immediately and by courier.

Business

Response:

check #[redacted] for $600.00 was sent out on 2/**/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 have not received the check. I had asked that it be sent via courier. If it had been sent that way, I would have received it by now. Until I receive this check, the matter is not closed.

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 find that this resolution is satisfactory to me and the matter has been resolved.

Please close my complaint against Global Warranty. I received the cheque today.

Thanks for your help. It’s appreciated.

Sincerely,

Review: I purchased an iPhone 2 Year Accidental Damage Device Insurance from [redacted] on July **, 2013. I called Global Warranty Group (GWG) customer service (GWG handles [redacted] claims) and filed a claim with on Tuesday, 6/**/14, for my black, 16gb iPhone 4S as it had a cracked screen and was no longer functioning. I was told my replacement phone would ship in 1-2 business days. I paid the $50.00 deductible and authorized a $301.00 hold on my debit card to expedite my replacement phone's shipment to me. GWG's customer service representative directed me to check the following website, [redacted], for updates and currently my phone is not showing as shipped 3 days after I authorized that hold on my card. GWG did immediately charge my card the $50.00 deductible as well as place the $301.00 hold on my card.

After not receiving my phone within the 1-2 business days time frame, I called GWG's customer service on 6/**/14 and the representative escalated the claim and I was told I'd receive a phone call with an explanation of where my replacement phone was. I did not receive the promised phone call and I called again that evening and was told by a GWC representative that sometimes replacement phones ship without updating on the [redacted] website. I then called and left a voice mail for the GWC Customer Experience [redacted]. I then immediately emailed her directly to ask where my phone was and when I could expect it.

The GWC Customer Experience [redacted] replied to my email 9 mins. later telling me they were trying to secure an inventory of iPhone 4s and "We should have an update for you by first of next week." Not only had my phone not been shipped, but GWC did not even have the replacement phone in stock and only hoped to be able to have "an update" at the beginning of the following week, 6 days after I initially filed my claim. It is completely unacceptable that a warranty company has not sent me a replacement phone yet and cannot even tell me when I will receive it until the beginning of next week. I replied to the GWC Customer Experience [redacted]'s email detailing my concerns. I also cc'ed GWC's [redacted] of Operations, [redacted], and [redacted]. I asked for the following from GWC: a guarantee, with a shipping #, that my phone would be shipped or arrive at my home today, June **, 2014, or that a check in the amount of $595.00, the price I paid for my iPhone 4S, will be sent to me today. I requested that the hold of $301.00 be lifted from my debit card. None of the 4 GWC addressees on the email have responded to me as of 1:00 pm today, Friday, June [redacted].

After checking [redacted] for an update on my phone and finding no new information, I again called GWG's customer service line at 9:15 a.m. I was then told by the customer service representative that the iPhone 4S were on back order. The GWG rep. could not tell me how long the phones have been on back order or when GWG would take inventory of the phone to then ship me a replacement. At my request the customer service representative escalated my question to their warehouse and she told me it would be 1-2 business days before the warehouse could give me even an estimate of a delivery date.

Global Warranty's website ([redacted]) claims "Replacement phones shipped within 24-48 hours" which my situation shows to be misleading at best. The complete lack of answers, returned phone calls/emails, and misleading promises by GWG of an expedited process have left a profound distaste in my mouth for this. I have never received such a runaround on an electronics warranty issue.Desired Settlement: I want the $301.00 charge lifted from my card and I want a check for $549.00 sent to me immediately so I can replace my 16gb iPhone 4s with an iPhone of the same capacity (Straight Talk is no longer selling the 16gb iPhone 4S, and is only carrying the 8gb iPhone 4s).

Review: We purchased insurance on our daughter's cell phone from this warranty company at a cell phone store in [redacted]. The phone was destroyed in December 2013. We filed the insurance claim on 12/**/13. We were supposed to receive $550 less a $179 deductible. GWG immediately put through a new charge of $179 against my credit card on 12/**/13. For some reason, they lack the capability of just sending me a net check for $371. I have called them 5 times. I've been told that it took them from 12/** to 1/** to process the check and that they finally mailed it on 1/**/14. I was told it can take 7-9 business days for their checks to go from NY to NJ. It has now been 18 days and I still do not have it. I called today and the phone center rep told me she could not discuss the matter with me, but she could with my minor daughter despite the fact that I own the cell phones, am the insured party under the warranty and pay all the bills (Including the $179 they charged ME on my credit card for the deductible for the claim they never paid.)Desired Settlement: Pay me the $550 they owe me immediately.

Business

Response:

Check #[redacted] for $550.00 was mailed out on

1/**/2014

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 for your help. The company did mail me the check they owed me and I received it 3 days ago.

Sincerely,

Review: I bought the warranty through a [redacted] retail store. My Motorola Droid Maxx broke. I called them, they took $95 deductible and a $275 "deposit" on my credit card for me to get a new phone. I heard nothing back for 2 weeks. Called them and they said "we want to give you $550 because we can't find a replacement phone for you". They said to wait till I get the check before sending in my old phone. One month later nothing, I call back they say, "we're processing your check, have no idea how long it will take". I check my claim status online and it says "You elected to place a hold on your credit card and have the replacement phone shipped in advance of you sending in the broken phone. We must receive your broken phone within 30 days of the claim date, or your Credit Card will be charged. To date we have not received your broken phone at the designated repair center". So basically they are trying to keep all my money ("deposit and deductible") and have not sent a check as per their agreement with me.

These issues stem back to early March. After multiple phone calls, this issue has yet to be resolved (4 months later).Desired Settlement: I would like to receive the $550 check that I was promised and a full refund of my $275" deposit".

Business

Response:

check #[redacted] for $550.00 sent 6/**

Consumer

Response:

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

Sincerely,

Review: Claim was made for my cell phone insurance on May [redacted], 2014. It is now September [redacted], 2014 and the check for the claim has yet to be sent out, phones give the busy tone all day and have yet to receive a call back. I filed my claim 5/*/2014 while I paid my premium of $100 to have my phone replaced. My defective phone was shipped 5/**/2014 following a phone call in which I was told there was no longer a vendor sending my model phone, and was offered to have a check sent out in a matter of weeks for the retail value of the phone which was to be made in the sum of $400. I have called every other week since the claim was made, each time I have been assured the accounting department is so backed up, they could not approve and send out a single check. I would continue to call, being given the same answer until July [redacted], when I received an escalation email stating my claim had been processed, and that we were waiting for accounting to issue a check. Since receiving this email, the phone lines have had a busy tone every time I call.Desired Settlement: I would like the $400 check I was meant to receive as part of the service I was offered through GWG.