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Global Warranty Group, LLC

Phone: (631) 750-0300 Fax: (631) 750-9617 500 Middle Country Road, St. James , NY 11780 http://www.globalwarrantygroup.com

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BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

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Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Based on BBB files, this business has a BBB Rating of No Rating. The reason is as follows:

  • This business is not currently rated. BBB has recently received numerous complaints against this business, and will issue a rating after it has fully evaluated them.


Customer Complaints Summary Read complaint details

570 complaints closed with BBB in last 3 years | 504 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 16
Billing/Collection Issues 18
Delivery Issues 99
Guarantee/Warranty Issues 151
Problems with Product/Service 286
Total Closed Complaints 570

Additional Complaint Information

BBB files indicate that this business has a pattern of complaints concerning consumers who purchased an extended warranty/protection plan for their mobile phones from Global Warranty Group (GWG). Many consumers are telling BBB that they filed a claim for a broken or lost phone with GWG. But after paying the deductible, these consumers allege that GWG told them that the phone they want is out of stock; however, they are informed that they will be sent a check to cover the cost of a new phone. Numerous consumers that filed claims with GWG report that they never received a check or a replacement phone from the company. Multiple consumers are also telling BBB that they are encountering difficulty in getting a response from the company about the status of their claim. 

Additional Information

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BBB file opened: August 11, 2006 Business started: 03/15/2001 in NY Business incorporated: 03/15/2001 in NY
Type of Entity

Limited Liability Company (LLC)

Contact Information
Principal: Mr. Charles Pipia, President
Business Category

EXTENDED WARRANTY CONTRACT SERVICE COMPANIES MOBILE TELEPHONE EQUIPMENT & SUPPLIES APPLIANCES-SMALL-SERVICE & REPAIR


Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    500 Middle Country Road

    St. James , NY 11780

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Complaint Detail(s)

7/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My son ****** purchased a Samsung Galaxy S4 last year and also purchased an extra plan from the Global Warranty Group so that if anything happened to his phone, he could get a new one. The warranty plan cost $129.00 for 2 years and if his phone broke, he could get another one within 24-48 hours. Well, he cracked the screen within a year. I phoned Global Warranty Group the week of May ***, 2014 (I can't believe I don't have the exact date for this first call) and they started a claim. They told me a new phone would be here within 24-48 hours and we would then send his phone back. May **** - I phoned to let them know we have not received the phone yet. The gentleman told me that it was on its way. May **** - I phoned again to say we had not received it and was told that they don't have that phone any more and can they send us a cheque for $700.00 instead. I said yes. He told me that would be out within a week. June *** - I phone to ask where the cheque was and was told it was being processed June **** - I phone to ask where the cheque was and was told it was still being processed and he would send an email to the accounting department June **** - I phone today to ask where the cheque was and was again told it was being processed and she would send an email to the accounting department. So much for their 24-48 contract. We just want to receive the cheque so he can get a new phone. I really would not have started a claim with the BBB, but I think we are getting the run around. I believe business should be conducted in a fair manner and unfortunately I do not believe this to be fair.

Desired Settlement: I want the $700.00 cheque that they keep telling me is being processed. Thank you for your help.

Consumer Response: Better Business Bureau:

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

Sincerely,

******* ********

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

7/24/2014 Guarantee/Warranty Issues
7/24/2014 Billing/Collection Issues
7/24/2014 Guarantee/Warranty Issues
7/23/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased this insurance policy for my new phone in March ** 2013. When my phone died in December of 2013 I was glad I had purchased insurance on it and called in a claim on December **** 2013. I was told that I would be contacted within 48 hours. I was asked to mail my broken phone to their branch in Ontario - which I did and it was received (tracking number confirmed) by their staff a week later. I then received a call from one of their representatives telling me that the phone is no longer being carried by them and that I will be receiving a check in the mail for $550 in order for me to purchase a new phone. I purchased a new phone out of pocket as they advised me that I would receive my check within 2 weeks. By the end of January 2014 I still had not received a check or any response from their escalation team. I keep calling the only number they have given us and I continuously receive apology after apology and continue to be told that someone will get back to me within 48 hours with information about my claim. It has been over 5 months (over 21 weeks!!!) of my calling and calling and receiving nothing but another story about how their accounting department is waiting for information about my check. The staff on the floor at the customer care centre do not have the ability to communicate with anyone directly. It is a one way communication system only and I find it atrocious that this company expects to give good service to their consumers with out the ability to communicate properly from with in. I have called almost every week since February and have not received any new information or my money. They also refuse to refund the $120 I paid for their services. I feel sorry for the staff in their calling centre as they are obviously frustrated as I am not the only phone call they receive with a similar story to mine.

Desired Settlement: I would like the check they keep telling me I will eventually receive for $550 for me to purchase a new phone. Ideally I would also like a refund on the original cost of their services as they failed to achieve their advertised replacement phone within 48 hours on their brochure. This cost was $119.99

Business Response: This BBB 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: Better Business Bureau:

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

They gave me the exact same answer as before... that my claim is being looked at and reviewed and will be resolved.  I don't understand how hard it is to find a check and check the accounts to make sure that it was not cashed and re-issue a new one.  I don't feel this company has addressed my issue in any way.  All they did was skirt around the fact that they have taken almost 6 MONTHS to pay me for a replacement phone.  What is the statute of limitations on an insurance claim of this kind???  Exactly how long am I supposed to wait for them to organize themselves better???

 

 

 

 

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


Sincerely,

***** *****




 

Business Response: check #**** for $550.00 sent 7/*

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.  See attached email

Sincerely,

***** *****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/23/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I filed a claim on February **, 2014 for my broken Samsung Galaxy S3 in White. The screen was shattered. There was a deductible of 90$ in which i paid and i was promised a replacement phone within two days. February **** I received a phone call and was offered a check instead of the phone because they were out of stock. On February **** i called to accept the check. On April *** i called for an update on the check an escalation was put in. On April ** my phone stopped working completely so i called them again asking if they could send the phone instead if it was quicker. On April **the I confirmed with them to send the phone out. On April **** i received a called saying they were ordering the phone for me and they would refund me $45. On May ***, ***, and **** I called and was transferred to advance care team asking for a tracking number on my phone. May **** i called twice once asking for the phone and the second time i saw ******** ****** complaints and called them back immediately because i was not alone with this problem. I have been dealing with this issue for about 4 months now and I have only received one returned phone call during this time. I have inconvenienced a co worker of mine who is letting me borrow their phone for the time being which i need to return. This is one of the worst experiences i have had dealing with a company. I was told by Verizon that they no longer deal with this company and i have been handling this on my own. This has been very stressful and i have received no feedback except for one phone call. This is unacceptable and I just want the replacement phone that I have been paying insurance on and the deductible.

Desired Settlement: I want my phone that I have been paying insurance on a Samsung Galaxy S3 in white

Business Response: check #***** for $400.00 sent 7/**/14 via USPS from our NY office

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/23/2014 Problems with Product/Service | Complaint Details Unavailable
7/23/2014 Delivery Issues
7/23/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: 2 year wireless protection program with Global Warranty Group I lost my cellphone(Samsung Note) on last December, than i claimed to get a new cellphone, They offer me $500 check, because Samsung Note is Discontinued. i accepted that offer and paid deductible, but they didn't sand me a check. i called them over 10 times, they keep saying 'it's still processing'.

Desired Settlement: sand me the check and wave my deductible

Business Response: check  #**** for $500.00 sent 7/** via USPS from our ** office

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/23/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: on October **, 2013 i filed a claim through the global warranty group for my lost iphone 4S-16gb. They told me that my iphone wasnt in stock therefore they were going to send me a 600 dollar check instead because they couldnt provide the phone. they said it would take 6-8 weeks for check to be processed and mailed to me. I paid the 179 fee its costs for there services and then waited the amount of time indicated. i called sevral times to advise them that I still never recieved the check and they said it was still being processed and i should get a email and phone call when it has been processed. 8 and a half months later they are still telling me it is being processed which is taking way long than i was told even after paying their fee and having to go buy a new phone out of my own pocket.

Desired Settlement: i would just like the check of 600 dollars from the global warranty group as they indicated when unable to provide me with the replacement product.

Business Response: check #**** for $600.00 sent 7/** via USPS from our ** offices

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My local ****** store sold me a warranty from a third party insurer called Global Warranty Group (GWG). I filed a claim with GWG which has turned out to be a fraud.GWG told me 6 months ago they would issue me a cheque for my phone but I have yet to receive anything. Other customers had this issue before I filed my claim and my ****** store failed to inform me of this issue even though they stopped selling the warranty from GWG. Product_Or_Service: Apple // Account_Number: ************

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) I am seeking to be refunded for the warranty I purchased as the product is no good and I am not able file any other claims with GWG. Also, I'd like ****** to reimburse me for the amount I was promised from GWG.

Business Response: check #**** for $750.00 sent 7/**/14 via USPS from our ** office

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/23/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: 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 BBB 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: Better Business Bureau:

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

We still have not received payment.

Thanks

 

 

 

 

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


Sincerely,

****** ****




 

Business Response: check #**** for $600.00 sent 7/** via USPS from ** offices

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased an extended wireless warranty through **** on Jan 0/2013 when I bought my cell phone HTC one s. In Jan 2014, my phone broke due to water damage. I followed the instruction from their Customer's Service centre by sending my broken phone to ******** **** *******. I was deducted $95.00 deductible from my credit card on Jan **/2014. Global Warranty called me at the end of Jan 2014 to say due to my cell phone is no longer in stock, they will send me a replacement cheque of $500.00, there was no time frame on when I will be receiving my payment. It had been almost three months. Each time I called the * *** *** ***** the agents are very helpful and understanding, keep saying they will refer me to the "Escalation Department" and someone will be contacting me within 24-48 hours. I received no phone calls, no emails, I have called at least 8 times and sent 2 emails to ***************************************, no respond. I went on the internet for a review on the above company and found many complaints from customers and their issues are similar to my. I would like you to help me how to get a respond, and my $500.00 check. i went back to **** and was advised **** is no longer offering this type of warranty services through this insurance provider.

Desired Settlement: I would like to get my refund of the $500.00 as promised for my phone. Thank you so much

Business Response: This BBB 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: Better Business Bureau:

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

 

 This is the same reply as I received each time I call the business that they are working on it.   Each phone call I made,   the customer service agent had promised someone will get back to me within 48 hours but no one ever had.

  I would like some one to tell me the time when my claim will be settled, when I can expect my payment.  I want more information than just what I have been told before I filed the complaint with the Better Business Bureau.

Thank you 
**** 

 

 

 

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


Sincerely,

**** *******




 

Business Response: check #**** for $500.00 sent 7/** via USPS from our ** offices

Consumer Response: Better Business Bureau:

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

Sincerely,

**** *******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have insurance on my cell phone with this company. I sent in the phone (###-###-#### is number trying to get replaced) back in April 2014. I have called maybe a week and a half later. I was told they didnt have a phone and would issue me a check for $600 for the phone. A check was confirmed for me to get on April ***** 2014. I still have not gotten the check or a new phone. I have called every couple days to find out the status of my claim and they say it is still being reviewed. After months of calling I asked them for their company name and address and told them I was taking this to the BBB. They gave me the information. I am at a point I have no idea how to get the money they told me I was getting for the phone, yet they still continue to take out the money to pay for the insurance of the phone.

Desired Settlement: I would like to get the check for the claim I filed and was told I would get.

Business Response: check #***** for $600.00 sent 7/**/14 via USPS from our ** offices

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/22/2014 Delivery Issues | Read Complaint Details
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Additional Notes

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

Desired Settlement: I would like to receive my reimbursement of $650 in full or I would like a full refund of the money I paid for the global warranty protection plan.

Business Response: check #***** for $550.00 sent 7/** via USPS from out ** offices

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: WE SENT IN OUR CELL PHONE FOR WARRANTY. THEY COULDN'T FIND A REPLACEMENT, SO PROMISED A CHEQUE AS A PAYOUT.WAITING FOR 2 MONTHS WITH NO ANSWERS. I HAVE PHONED MANY MANY TIMES IN THE LAST 2 MONTHS, THEY CAN NOT GIVE ME AN ANSWER OTHER THAN MY CHEQUE IS PROCESSING. THEY KEEP PUTTING IN AN ESCALLATION AND TELL ME I WILL BE CONTACTED IN 2 DAYS WITH AN ESTIMATE OF WHEN MY CHEQUE WILL BE SENT. I HAVE NOT BEEN CONTACTED BY THEM AT ALL ON THIS MATTER. TWO MONTHS AGO THEY TOOK MY DEDUCTABLE OFF MY CREDIT CARD, BUT ARE NOT COMING THROUGH WITH A PAYMENT ON THE CELL PHONE.MEANWHILE I AM OUT MY 230.00 DEDUCTABLE, HAVE NO PHONE,AND AM STILL PAYING MY CELL PHONE BILL.

Desired Settlement: I WANT THE MONEY FOR THE PHONE. OR SINCE THERE ARE NO MORE IPHONE 5 I WOULD ACCEPT THE UPGRADED VERSION.

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

7/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a warranty with Global warranty group threw rogers wireless. my phone broke and i was told that they will replace it for 130 dollars and a deposit and when they receive my old phone will refund the deposit. It has now been near 3 months and i have been told they cant find a phone so they are sending me a cheaque for the price it is. the price of the phone is 587 dollars. lets do the math. the package to send it there was 42$ threw puralator. my 3 months that i have not had a phone is 100$ a month and the 3 months it took to take the charge off my visa on interest....well you get the idea. in the end its like receiving a cheaque for 30 dollars i would have been better off buying something myself. Every time i call they say they dont know anything but will send a msg to accounting and they will call me in 42 hours. i have not received 1 call threw this whole claim. I am beyond upset and frustrated and the lack of knowledge is stressful and nobody can give me answers. Account_Number: ************

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) Its jsut not fair that I have to wait so long for a 600$ peice of paper from a million if not billion dollar company....Im really upset and whatever is goin to happen now is in my opinion still not acceptable

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

7/21/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Warranty with the Wireless Protection Program through Rogers Communications. My claim was submitted 03/**/14. After being told that my phone was out of stock, I was to be given US$578.60 to go towards a new cell phone. After repeatedly asking for an update on where my check is, I have been repeatedly told that it was being processed and that it is waiting to be sent out. I have requested that my claim be escalated numerous times, however no action has been taken. Promises of being contacted for an update have gone unanswered, and no resolutions have been offered.

Desired Settlement: I request an apology from the Customer Service department, and that my claim be awarded. I would like my cheque to be sent along with any tracking information as well as confirmation that my cheque has been mailed.

Business Response: This BBB 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: Better Business Bureau:

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

[Your answer here]

 How come my claim is taking so long while other claims seem to be resolved faster? I would like a refund of my deposit or a portion thereof as compensation for me waiting and having to continue to pay for my cellphone bill without ability to use it for the last 2 months. I have now paid out of pocket for a new cell phone. 3 months is a long time to be waiting for something when I was promised it would only take a week.

 

 

 

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


Sincerely,

**** ****** *****




 

Business Response: check #**** for $578.00 sent 7/**/14 via USPS from NY office

Consumer Response: Better Business Bureau:

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

Sincerely,

**** ****** *****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/20/2014 Guarantee/Warranty Issues | Complaint Details Unavailable
7/20/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a warranty protection plan for my daughters cel phone. I paid $150.00 to activate the warranty plan at time of purchasing the cel phone. The warranty program states that if the cel phone is damaged, to simply start a claim,, return the damaged phone and a new phone will be issued. I submitted my claim February **. 2014. Global Warranty Program charged my credit card to start the process. I called several days after submitting my claim, and they said there were no longer carrying the IPhone 5, and that they would instead issue me a cheque for $650.00. I agreed to this. Since February **,2014, I have called 9 times to see the status of my cheque. Each time they say it's being sent to the escalations department, and that my cheque will be issued, as soon as they fix their systems. I feel that this warranty is a huge scam. I've been waiting since February to receive a cheque....Still not received.

Desired Settlement: I would like to receive my. Cheque for $650.00. I paid to get this warranty, and feel that this is a scam.

Business Response: check #**** for $650.00 sent 7/**/14 via USPS from our ** offices

Consumer Response: Better Business Bureau:

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

Sincerely,

****** ******


 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

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

Desired Settlement: I would like my $750 cheque sent

Business Response: check #**** for $750 sent 7/**/14 via USPS from our NY office

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me once I have received the cheque for $750.00.

Sincerely,

**** *******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a warranty with Global Warranty Group through the ************ ******* ****** Rogers Wireless location. After submitting a claim via telephone on Feb. ** 2014 to replace my broken phone as the contract states and paying a $95.00 deductible, they tell me that they can't find a replacement phone and will mail me a cheque for $578.00, as long as I send them my broken phone. I agree to this and send away the phone. They received the phone on Feb. ** 2014. When I called to ask about the cheque they tell me it should have been mailed and someone will get back to me within 48 hours. No one ever called me. I have called 9 times and received the same response every time as well as the person telling me they would email "escalations department" telling them its urgent. To this date (Mar. ** 2014) I have never received an Email or a phone call regarding my claim.

Desired Settlement: I want the $578.00 they said they would pay me as well as the $95.00 deductible back for the terrible service I have had with this company.

Business Response: This BBB 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: Better Business Bureau:

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

 


GWG did contact me and left a message on my phone saying they were really busy and that they would send a cheque as soon as possible. However I have heard them say that before. I got that phone call about 3 weeks ago. Still nothing in the mail to date though. Other than that, that is all the contact they have made with me since the original complaint.

Sincerely,
**** *******




 

Business Response: check #**** for $578.00 sent 7/**/14 via USPS from our ** offices

Consumer Response: Better Business Bureau:

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

I received a phone call on Wednesday July **, 2014 stating the cheque would be sent. I can get back to you when I receive it to be certain.
Sincerely,

**** *******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On November **, 2012 I bought a 2-year phone insurance policy from ********* *nsurance. On March **, 2014 I initiated my first claim against this policy for my defective ******** Samsung Galaxy S3. On March **, 2014 a replacement phone was finally shipped to me. This phone had a ******** *ack cover on it and was flashed with a ******** ROM but in fact was not a ******** phone, rather it was a phone from China. This was evidenced by the phone's irregular baseband number and the fact that it could not update its operating software. I called ********* about this and a replacement phone was finally shipped to me on March **, 2014. This time, the phone had a ******* back cover on it but in fact was flashed with an **** ROM. I called ********* to complain about this, was escalated to their customer care team, apologized to and assured they would call me within 1-2 business days to discuss my request to just receive a check for a new phone. After never being contacted, I called ********* today, April *, 2014 and was told that they did call me and that they left me a voicemail explaining that I need to ship one of the replacement phones back before they will send me another replacement phone. They did not call me - the number they claimed to call is a ****** ***** number which keeps digital records of all incoming calls and voicemails. Nonetheless, I am willing to ship back one of the phones but it is unacceptable that I being forced to jump through hoops that are the result of *********'s actions. It has been over 3 weeks since I first initiated my phone replacement claim.

Desired Settlement: Cash for a new ******** Samsung Galaxy S3.

Business Response: we can do another redo and send out replacement phone but need one of the replacements back first.  I show we sent you a prepaid UPS label to use if you did not receive please call us at ###-###-#### to resend that label.

Consumer Response: Better Business Bureau:

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

[Your Answer Here]

 

The phone was sent out yesterday but a redo is ridiculous at this point.  That will be the third phone received after over 3 weeks.  A check at this point is the only option to ensure I am actually getting what I bought insurance for in the first place.

 

 

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


Sincerely,

****** ******




 

Business Response: Again we can offer to send another S3 or a check for $450.00

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved. 
I just wanted to see if I could update the record as "case resolved"? GWG finally sent me a $450 check and I know the case had been closed because they hadn't responded within the original time frames.

Thanks for your help.

Sincerely,

****** ******


 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/18/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On 6/*/13 I purchased a 2-year phone replacement plan with this company for $100.00 through my cell phone carrier, US Cellular, for my daughter's cell phone. On 4/**/14 I called to file a replacement claim as my daughter's phone had become damaged. They assured me there would be no problem, and a replacement would be shipped within 24 hours of claim approval. They advised they would charge my credit card the $75.00 deductible and also put a $301.00 hold on my credit card until I returned the damaged phone. I called them back the next day to verify that they had my correct email address, and I was told that they didn't have her exact phone, so they would be sending me a check for $600.00 to replace it myself. On 5/**/14 this company charged my credit card the $301.00 and I had still not received the $600.00 check from them. On 5/**/14 I called them again, and they advised they would escalate my claim to the 'escalations team', and I should get a call back from them within 24-48 hours. They never attempted to call. On 6/*/14 I called them again, and was told that there was a note in my file that the 'escalations team' had contacted their accounting dept regarding the status of my check, but they hadn't heard back. Again they said the 'escalations team' would call me in 24-48 hours, but I heard nothing from them. I called again on 6/**/14 to no avail. I called the last time on 6/**/14 and asked to be transferred to the 'escalations' team directly. They told me that they didn't have the ability to transfer me to anyone, but would make a note for them to call me. I have never received a call from them. I checked their 'track-a-claim' website for our claim status, and it says that it is closed.

Desired Settlement: I would like the check for $600.00 sent to me to purchase a replacement phone. I would also like them to either refund my credit card the $301.00 they charged to it, or receive a check for $301.00. As soon as I receive this from them, I will happily send them the damaged phone.

Business Response: check #***** for $645.00 sent 7/** via USPS from our ** offices

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I sent my damaged Samsung Galaxy S4 to Global Warranty Group on 4/**/14. On March **** I called for an update on my claim and to find out when I would be receiving a new phone. I was told my phone wasn't available (I wasn't notified of this, though I was told I should've been) I agreed to a check in the amount of $800 to replace my damaged Samsung Galaxy S4. I was told it would take 1-2 business days before it would be sent out. After calling on 5/*/14 I was told that it wasn't processed and that it may take a few extra days as there are many checks being processed. On 5/*/14 I was then told it would take 5-7 business days. After several 'escalations' there was still no update on the status of the check. There was no update on when the process would be completed, or when the check would be sent out, or an estimate on when I would receive it. Through my own research I have found that this has been an issue for many people with this particular company.

Desired Settlement: I would like to receive the $800 check I agreed to in a timely and polite manner.

Business Response: This BBB 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: Better Business Bureau:

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

[Your Answer Here]

 

 I have not been informed of the status of my check nor have I received the check.

 

 

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


Sincerely,

******* ***********




 

Business Response: check #***** for $600.00 sent 7/**/14 via USPS from our ** offices

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought the Global Warranty Insurance 2 years ago with my iPhone purchase through a Rogers Wireless Retail Store. The warranty was bought for $150 for a 3-year coverage.The warranty suggests that my iPhone will be replaced immediately if it is lost, has any kind of water or physical damage, etc. I called mid-December to ask for stipulations or a condition to which one could claim for a new phone considering the existing phone had a crack on the camera lens. They told me that all I needed to do was send the phone to the address provided and a charge of roughly $170 will be made to my credit card and they will send me a brand new replacement. I waited about a week or so and tracked my phone to make sure it was received. I called the call centre and they had informed me that the phone had been received, however, the iPhone 5 had been discontinued. Therefore, they promised to deliver a $699 cheque to purchase a replacement phone. Needless to say, it is now April 2014 (nearly 4-months since my claim started) and I have called the customer service call-center multiple times to inquire about the status of my cheque. It is still being "processed" and the cheque has not been sent out to me, yet. I asked if I could get my old phone returned to me and to have all current charges lifted from my credit card (which is the $170). They told me that they can refund the $170 but cannot return the phone. There was no compromise of possible options- perhaps sending me a different phone of a greater or lesser value. Customer service has continuously shy away from helping me! They persist in not having any control over the situation and can only make "note" of the conversation so their escalations team can follow-through. I have left my home phone number with them multiple times in hope to get a call back with some answers. Nothing. I'm pleading for some guidance as this to me seems unethical and unjustly.

Desired Settlement: The cheque of roughly $699 to replace my phone immediately.

Business Response: Check #**** for $179 sent on 06/**/2014
 

Consumer Response: Better Business Bureau:

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

I have basically cancelled my claim to have my deductible for which, I PAID, returned to me (as I no longer wish to continue having a "business" with this company). Otherwise, I SENT my phone to the warranty company to HAVE my phone replaced (which didn't take place). I am PHONELESS and I would like my phone RETURNED to me as well. IF the phone cannot be returned, THIS WARRANTY WAS NOTHING BUT A HUGE SCAM!!! I will contact my credit card company and Rogers Wireless (the company that sold me this 3rd party warranty) to consult legal action to have all my money refunded and my phone legally RETURNED to me. WHAT A WASTE OF MONEY and TIME! I cannot express the distastefulness in dealing with "GLOBAL WARRANTY GROUP" and have advised ALL MY FRIENDS, COLLEAGUES and FAMILY NOT TO ASSOCIATE THEMSELVES WITH SUCH A SCAM.  

 

 

 

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


Sincerely,

******* ****




 

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

7/17/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased cellphone insurance from Global Warranty Group, LLC in 2013. On January **** 2014, I broke my phone (HTC One), immediately called Global Warranty to make a claim. Later that day I received a callback from the GW callcentre, advising that my phone was unavailable for replacement but offering to send a cheque for $650.00 in lieu. I accepted. On April ** 2014 I called GW for the status of my claim. I was told it is in processing, but there is no eta. I was also told that my call could be escalated for a callback, which I requested but never received. I made the same call, with the same outcomes on the following dates: April **, April **, May *, May ** and today June **. This is poor customer service, it is unreasonable to delay payment for this long, and unacceptable corporate behaviour to not respond to 5 callback requests. Sincerely, ****** *******

Desired Settlement: I expect to receive a cheque in the amount that was promised within two weeks.

Consumer Response:

At this time, I have been contacted directly by Global Warranty Group, LLC regarding complaint ID ********, however my complaint has NOT been resolved because:

[Your Answer Here]

 

 I received an email on June **** from Global Warranty Group apologising for the delay in receiving my cheque, and advising that the issue has been escalated to their accounting department. Further they promised to provide the cheque # and date once the cheque has been issued, that they would do "everything we can to assist in getting this issue resolved". I have received no further communications from Global Warranty Group.

 

 

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

Sincerely,

****** *******

Business Response: check #**** for $650.00 sent 7/** via USPS from our ** offices

Consumer Response: Better Business Bureau:

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

Sincerely,

****** *******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/17/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

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

Desired Settlement: As a consumer, I believe that I shouldn't have to wait any longer, the cheque should be processed and sent via express mail asap.

Business Response: check #**** for $650.00 sent 7/*/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: When I signed up for a new phone and contract with ******* ******** they offered a third party warranty option. I purchased a 2yr warranty for my LG G2 cell phone on November **, 2013 from Global Warranty Group, Wireless Protection Program Association, the cost was 129.00. On February **,2014 I called to file a claim because I dropped the phone and broke the screen. A new phone was to be delivered within 3-5 business days. I paid 100.00 deductible with my ******* ******** rebate card to ensure I would send my broken phone back. A few days later I received a call to say they didn't have anymore G2 phones so they would be issuing a check for 550.00. The check was to be sent out within 3-5 business days. It is now 6 months later and no one seems to have any information.

Desired Settlement: I would like to receive my refund check as soon as possible.

Business Response: check #***** for $550.00 sent 7/*/14

Consumer Response: Better Business Bureau:

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

Sincerely,

***** ******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My cell phone was damaged. I purchased the cell phone replacement package through GWG Warranty. I did everything that was asked of me as per our agreement. I sent the cellular paid the $95 replacement fee in December 2013. I have placed numerous calls and they keep telling me that the accounting department will be contacting in 2 business days, while 5 months later no cheque for the replacement and no one calls back. In April I was transferred to the Advanced Care for the GWG Warranty company and they stated that my cheque would be ready by the end of April and mailed out. Still I have called back 4 times since beginning of April and there is no update on their record. Rogers my cell phone carrier has been calling them numerous times and with no success. Rogers has also filed a complaint with the better business bureau in New York regarding this company. The call centre representatives state they can send an email request. I want my money. I am out $578.00. I had to pay there fee, plus the $109.00 for the protection package and have to pay another $600.00 for a new phone.

Desired Settlement: I would like the amount of the check of $578.00 and the $95.00 service fee charged to my credit card for the 5 month turnaround time in waiting for my money to be refunded.

Business Response: This BBB 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: Better Business Bureau:

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

GWG is still practising through an unprofessional manner.  I still have not received a phone call from a representative regarding the status of my claim.  No one from GWG will verbally communicate why there is such a delay for the refund.  I believe 5 months is an acceptable amount of time to wait to receive a refund check for the damaged cell phone.     GWG confirmed in January of 2014 that we will be receiving a cheque in the amount of $578.00.  If I go online to their website at ******************************** and enter in the required information it tells me that the claim is closed.  

Since dealing with GWG from the beginning, their customer service is non-existent.  I have been told verbally on numerous occasion from call centre representatives that someone from the accounting department will be in contact within 24 hours or the next business day and that they will submit a request electronically.  After all the times myself and my husband have called no one has returned our call.  So I have no reason to be confident in GWG code of ethics and turnaround time.   

Myself and my husband have completed everything required of us by our contract, the company has acknowledged such and confirmed.  Why is it five months later I still have not received the check? 

All we want is our refund check and refund fee refunded so we can move on from this.

Regards, 

****** ******

 

 

 

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


Sincerely,

****** ******




 

Business Response: check #**** for $578.00 sent 7/*/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/16/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Hi I purchased a warranty with this group for my iPhone 5. When it was stolen I called them and filed a claim and gave them the police report number. This was done on December **** 2013. They called back on December **** 2013 and said that my claim was approved and since they don't make the iPhone 5 anymore i would be getting a check for $850 if i accept that which i did. They began the process of issuing my check on January ***. Today is April **** and I still haven't received anything. I have called back numerous times (over 6 times) and they constantly say the same thing. My check is being "processed". They have no idea on the status or when it will be mailed. They will send an escalation to the accounting team to contact me. They have no other actions they can take except send up an escalation. Needless to say that no one from this company has contacted me and my check is still being "processed".

Desired Settlement: Receive my overdo check

Business Response: This BBB 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: Better Business Bureau:

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

I called them again and its still the same message. We are "processing" your check and all we can do is escalate to the accounting team to contact you. Its now been 6 months and counting. Again I've read complaints about these guys online that they do the exact same thing to other people. There is nothing that they can say to justify taking 6 months and still not being able to mail a check. If I owed money to someone for this long, I would be charged interest.

 

 

 

 

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


Sincerely,

***** *****




 

Business Response: check #**** for $850.00 sent 7/*

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

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

Business Response: check #***** for $600.00 sent 7/*/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a phone from Metro PCS. Metro PCS assigned Global Warranty Group as my phone protection company. In February my phone was not working so I called Global Warranty Group to get a replacement. I was told then that they would send a shipping label back to me and I would have to send back the old phone in order to get the new phone. I sent the phone back through UPS with the shipping label that was provided. I placed numerous follow up calls to Global Warranty Group to see if the phone was received and when will I receive my new phone. Global Warranty Group notified me that the phone was never received. All the while I am paying a monthly bill because I cant break my contract. I began the process of filing a claim with UPS so that we could find the phone. UPS then contacted Global Warranty Group letting them know the claim was closed. Now in the month of May Global Warranty Group contacted me to let me know that they will be shipping a phone out to me after all the wait I contacted them to find out where the replacement phone was and then is when one of their customer service agents notified me that the phone I had was no longer available and I was being offered a check for $400 I accepted. I called numerous times to find out where the check was and each time I was told that the check was processing. This has been 3 weeks and the check is still processing. I have incurred many of fees due to the fact that I do not have a phone such as financing fees($200), monthly phone bill($40).

Desired Settlement: Global Warranty Group needs to refund me for financing fees, 2 months of phone bills and my check for y phone.

Business Response: check #***** for $400.00 sent 7/**/14 via USPS from our ** offices

Consumer Response: Better Business Bureau:

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

Sincerely,

**** *****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I started a claim through this warranty company GWG - Global Warranty Group on April.**/14 which I pay a monthly price on my Sasktel contract for. I paid them a deductible of $179 plus tax and a hold was put on my credit card as well of $699 until they received my old devise. I looked into my credit card and they actually charged me the $699 as well as the deductible. As of April **/14 I was offered a cheque for $850.00 due to not being able to get the same devise anymore that I currently have Iphone 5-64Gb Black. I told them I would gladly take the cheque and when received I would send my old device back to them. As of today's date June **/14 I have still not heard from them as to where this cheque is. I've called in numerous times and escalated the issue and am supposed to receive information regarding it within 24 to 48 hrs. Still nothing from them and every time I call them they have no answer for me. I have escalated the issue now 9 times and still have not heard as to where and when I will be getting this cheque.

Desired Settlement: I believe they should credit me the $699hold and $179+ tax deductible back plus pay any interest on my credit card that has occurred since they have charged me and still send me my cheque so I can get my new devise and I still will send them my old one back once I get a new devise. This is what I think is fair as I have been very patient and there policy states that it should be dealt within 24-48 hrs after making a claim. After receiving no update from them within over a month and a half almost

Consumer Response: Better Business Bureau:

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

Sincerely,

***** ******

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

7/16/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased insurance from Global warranty group for my cell phone. I lost my phone, I filed a police report and submitted it to global warranty group along with my deductible payment when I filed my claim on April **. I was told that I would receive my phone by Thursday at the latest. The agreement stated that a replacement phone should be delivered in 2-4 business days. It has now been 8 business days and they are unable to tell me when I will receive my phone. I have called them several times and they will never allow me to talk to a supervisor or manager. They have escalated the claim twice and I am told that I would receive a callback.

Desired Settlement: I want a replacement promptly or the cost of the cell phone to replace it new.

Business Response: This BBB 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: Better Business Bureau:

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


I have not received a check for $600 dollars that was agreed on over a week ago. I have not received any other communications from the company and I am checking my mail daily I have now been with out a phone for over 5 weeks. 

 

 

 

 

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


Sincerely,

****** *****




 

Business Response: check #***** for $600.00 sent 7/*/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/16/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I want my check. please assist handset ###-###-####

Desired Settlement: 700

Business Response: Deductible was never paid on this claim *****************.  We have tried to run the card but it is declined each time so claim has not been submitted yet.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Been phoning these people since Jan.*-2014.They told me they didn't have a replacement phone so they would send me a cheque instead.I sent the phone in but have yet to receive my cheque.I phoned many times but all they say is your cheque will be sent out and someone will contact me in 48 hours.I been told this 4 times and again today april *-2014.I know no one will call.I was also told that all cheques will be sent out by the end of march.Of course that didn't happen.Today they said they didn't know when my cheque will be sent out.All I want to know is will I get my cheque and when? Is that so hard.

Desired Settlement: DesiredSettlementID: Refund My cheque asap.

Business Response: check #**** for $578.00 sent 7/*/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/16/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: GWG processed my claim after taking my deductible. My phone was broken and covered under their warranty - I paid to get a new phone but they no longer had that phone in stock so instead promised to send me a $550.00 cheque. It has been over two months and I still have received nothing. I was initially told that it would take approx. 2 weeks to receive either a phone or a cheque. I have called numerous times and have been told that my claim has been sent to the escalation department and that I would be called within 48 hours. I have been told approx. 4-5 times that I would receive a phone call and have not received a single phone call. Whenever I contact customer service I am told my cheque is still being "processed", however they cannot give me an estimated date of delivery. This is contrary to their "track a claim" website which, after a month, told me that my cheque was being delivered but I never received one. When I contacted the company to ask why the track a claim website told me my cheque was being delivered I was told that the website was incompatible with processing cheques so that any information on that webpage would not be correct. I initially paid a holding fee of nearly $400.00 to have a new phone within 5 business days. I have paid my deductible. It has been over two months and I have not received the cheque they promised to give me and every time I contact them they give me no information that is helpful and no resources to allow me to try to resolve this issue more quickly.

Desired Settlement: I would like to receive my $550.00 cheque as soon as possible - I want it processed and delivered immediately.

Business Response: We did instore fulfillment for new phone with customer's dealer on 4/**/14.  I have also refunded the $75.00 deductible back to the customers credit card, please allow 3-5 days to have that reflect on cc.

Consumer Response: Better Business Bureau:

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

I need further clarification on your comment "We did instore fulfillment for new phone with customer's dealer on 4/**/14". I contacted both the customer service centre for my dealer as well as the physical in-store location where I bought my phone and the warranty, and neither party has any idea what this comment could possibly mean. If I am to receive my proper compensation via the warranty (ie: the $550.00 I've been told I will receive), I need to know how to do this.

Thank you. 

 

 

 

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


Sincerely,

****** **********




 

Business Response: check #**** for $550.00 sent 7/*/14 via USPS

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/16/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I lost my phone somewhere in the beginning of 2013 and i have filed a claim. (1)At first i received a defective/partial cell phone and after reaching out to customer service i had to send it back and a new phone was mailed. (2)Now after 5-6 months this (second) phone i received turns out to be a stolen phone and i came to know about this from a Maryland police department detective who was investigating a whole bunch of stolen phones. After scrutinizing she found that GWG (global warranty group) was the source for 2 more such cases. With her help and very very painful embarrassing and long process i received a new phone and the old phone was shipped back to GWG (3)Now after 6 months, i had some problem with my sim and hence stopped by at my carriers store to get it changed. Turns out that my IMEI was found again in lost/stolen database. Now i am forced to not have a cell phone for over a month since my carrier rejected my request to provide a new phone and Global Warranty Group takes for ever to get back to me. I have made repeated calls with little effect. Finally i was told that they cannot find me a phone and instead they will pay me $350 (no negotiation) i did speak to the supervisor on phone and she was the most rudest customer service person i ever spoke to. With no option i agreed to accept $350 (remember i dont have a cell phone) and now the wait starts its 3 months and many many many calls and no one ever got back to me. Every single time i call up i have to explain the whole 9 yards and then few agents feel bad that this has been dragging for so long. But then they all say we will escalate and someone should call me back in 24-48 hours ... never, never did that happen. One point to note here is after i agreed to take $350 i got an automated email saying that something was shipped with a link to track. After a call with customer service turns out that it was a check mailed to me and the tracking link per them has nothing in it since this is a manual mail and not a cell phone parcel. After waiting for many days, when i call the customer service again, they now say nothing ever got shipped and the whole story starts. I wish i purse legally with these guys for duping customers but the hassle i had to go through so far never motivated me. I wish this does not happen to anyone else and hence this elaborate description of the problem i went through.

Desired Settlement: The amount of pain and agony i had to go through is simply non explainable. The kind of embarrassment i had to go through when i stopped at my carriers store cannot be put in words. Who ever said at the carrier store to return the phone to the original owner as it is stolen was probably doing the right job but look at what i was put into. I need all my money to be refunded and i hope no one else should go through this.

Business Response: check  #***** for $350.00 sent 7/*/14 via USPS

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/16/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: The deductible was paid in Nov 2013 with a promise to send a check with the amount of $425. To date they have not honoured there promises. After continuous calling and escalating the claim, they have still not issued a cheque to date.

Desired Settlement: I want the promised $425 for outdated cell phone and return of $95 deductible.

Business Response: check #**** for $425.00 sent 7/* via USPS

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/15/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a 2 year warranty with Global Warranty Group through a Rogers store in Calgary, Alberta on Nov *, 2012. I paid 149.99 for the warranty. Anytime during the 2 years I was told I could pay a $179 deductible to replace a lost, stolen, broken phone. My phone broke and I started a claim on March **, 2014. The claim number is *****************. I was told over the phone that once my phone was received, I would be sent a replacement after 4-6 business days. I mailed my phone in on the March ** and they confirmed they received it the following week After hearing nothing for 2-3 weeks, I called and was told the credit card for the deductible into didn't go through, which they never contacted me about, so I gave it to them again. 2 weeks later after hearing nothing, I called again and they told me they made a mistake and didn't forward my credit card info to accounting. a couple weeks after that on April **, My deductible of $179 finally went though. Over the next month, I called countless times trying to find out why I was not receiving my phone. I escalated my case several times and was told I would be contacted within two business days. I have not received one phone call from Global Warranty Group over the 3 months my case has been going on. I therefore kept calling and demanded that I be refunded my deductible for the 2 month long inconvenience and failure to communicate with me. They said they couldn't refund my whole deductible and only refunded me $90. On May **, I was finally told that they had no phones to give out of any kind. This was the first time anyone told me this (How can a warranty company be this useless?). I was told I would be sent a cheque for $850 to purchase a new phone. It is now June ** and I have still not been contacted by Global Warranty Group or received a cheque. I called their Escalations Department today and was told my cheque is still being processed. I find it completely unacceptable that a warranty company can treat its customers this poorly. I have read countless reviews online of people with similar experiences to me, some who have been waiting for 6-9 months. My Finance has the same warranty as myself and her phone recently broke. We have not began a claim yet as we do not want to go through this experience again. paying a $180 deductible and waiting 3+ months for a cheque, but believe we are entailed to the guarantee that we were given when we purchased this warranty. I have spent a total $330 minus the $90 refund I was given. My Fiancee also paid the initial $150 for the warranty I do not have exact dates for when I have called, but they have told me over the phone that they can see when I have escalated my case. Thank you ****** ******

Desired Settlement: I believe I should be refunded the $90 I am still owed and be immediately sent the $850 cheque that I was promised. I should be contacted when these refunds are given. I would also like my Fiancee's claim to be started and to be at the very least be immediately sent her $850 cheque. We will not be paying the $180 deductible as this puts us at the mercy of Global Warranty Group. My fiancée's name is ******* *******. Her mother, ******** ******* is who the warranty would be under.

Consumer Response: Better Business Bureau:

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

Sincerely,

****** ******

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

7/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My daughter purchased an Apple iPhone 5 (16GB) from Rogers in ******* ******* on December *, 2012 at which time she purchased the Wireless Protection Program through them with the Global Warranty Group. On Easter Weekend of this year (April 2014) her cell phone became damaged and she placed a call to the GWG to see what she had to do. She was instructed to send her Cell phone to: Promobility Inc, ** **** ****** ******* ******** ***** ******** *** *** which she did by Expresspost the first business day after the holiday weekend. They proceeded to charge her credit card for the warranty price of $179.00 immediately (April ****, to be exact). By tracking the phone, we knew that they had received it the following day so we waited patiently for a replacement phone. After 2 weeks of not hearing anything, I called the company and was told that Apple would not send them anymore cell phones so they could not send a replacement phone but would she accept a cheque for $650.00 (replacement cost of the phone) instead? No reason was given for them not calling us in the first place to tell us that she would not be receiving a new phone. That in itself was poor customer relations! After conferring with Rogers to make sure that the $650.00 would indeed cover the cost of a new phone, she agreed to have a cheque issued to her. That was back at the end of April. After numerous calls to the company, we are still getting the runaround and no cheque has been issued. Thye keep saying that they have so many cheques to issue and that hers will be processed in due time. It does not take 6 weeks to issue a cheque, especially in light of the fact that they took her money immediately. When I call the number in New York, they will not let me speak to a ******* of any kind, or will not allow me to contact the accounting department to see how things are progressing. I have seen many ugly complaints about this company and it's making me sick to my stomach thinking that my daughter may never get her money that is owed to her. They took her $179.00 immediately and she's already bought another phone for over $600.00 so that poor girl is out almost $800.00 so far and there doesn't seem to be any light at the end of the tunnel for her. I'm hoping that you might be able to help us out! On a side note.......Because the replacement cost of the phone was $699.00 and not $650.00 which they were offering, Alex in the escalation department did give my daughter a courtesy credit of $50.00 back onto her credit card and sent an email on May ** 2014 indicating that he did so and also said that he would start the cheque process immediately.....that was over 6 weeks ago!

Desired Settlement: I want the company to issue a cheque for the sum of $650.00 immediately and send the cheque to my daughter's address Priority Post (especially since it will be coming from the United States and will probably take another 2-3 weeks if it comes regular mail). I also want them to apologize in writing for the way that they have treated her and myself when all we wanted was what was due in the first place. It is not our fault that the company is having issues and are very busy. Perhaps they should hire more staff to help out in their time of need.

Consumer Response: Better Business Bureau:

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

Sincerely,

****** *************

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

7/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We had sent in my daughter's cell phone to the Global Warranty Group this past February. We had received this email once our deductible was paid. We received the tracking information and sent the phone (have copy of this). It was delivered to them 2/*/14. Dear ________, Thank you for choosing The Wireless Protection Program. We are pleased to inform you the deductible for your Broken cell phone claim has been approved and completed. Your credit card was processed on 2/*/2014 and a charge of $75.00 was placed on your credit card from Global Warranty Group. Shortly, you will be receiving an additional email containing the shipment tracking information for this cell phone. The Wireless Protection Program Claims Department Please do not respond to this email as this email box is not monitored. We did not receive an additional email with tracking information, so we called in to check on the status of the phone (a few weeks later) only to find that it was on back order and they did not know how long the process would be...they would notify us. We did not hear anything within the next few weeks so called again. This time we were told that the phone was no longer available so we were offered a refund check which we agreed to. Again, they could not tell us how long this process would take and would notify us. We did not hear anything, so we called again to check the status of our refund..they again did not know how long the process would be. Well, it has been almost five months and nothing has been resolved and my daughter is out the $75 that initiated the claim not to mention money towards a new phone. This was supposed to be a four-day turnaround. Very upsetting! We ended up going through our provider to purchase another phone for our daughter. It is sad that we pay to have insurance and this is what happens. This was very unfortunate for my daughter...we do not want this to happen to anyone else.

Desired Settlement: We would like Global Warranty Group to follow through with what was promised to us.

Consumer Response: Better Business Bureau:

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

Sincerely,

**** **********

Business Response: check #***** for $580 sent 7/*/14

Consumer Response: Better Business Bureau:

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

Sincerely,

**** **********



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Have not heard back from them for over a month Send my phone in beginning of may. The GWG WARRANTY CANADA took out of my visa 179.00 $ I have called numerous times and was told that my phone is not replaceable so I will be getting a check of 650$ from them. A month has passed by without a phone and leaving soon on an overseas trip. Still have not had any feed back from them.

Desired Settlement: Send my iPhone properly packaged plus they took out an amount from my visa. I was told I would hear back within 2 business days. It has been a month and they still have the visa number my phone and the amount they took out as deductible right away.

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

7/15/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I filed a complaint with the Global Warrenty Group(GWG)/Wireless Protection Program(WPP)on April ***,2014 Regarding a broken Galaxy S3 with phone number ###-###-####. Prior to filing this claim, I had to pay a fee of 65$ as well as send in the broken phone before the claim could move forward, which i did. They recieved my phone, and 65$ was charged to my credit card. I was then told that they did not have a replacement phone for me (Another Galaxy S3), and in place of said phone, they would send me a check for $580. The check was to be sent within 3-4 business days. Again, this was back in the beginning of April. It is now June ****, and their "escalation team" has still not gotten back to me with a date of which said cheque will be mailed. I have called back every 2 business days, as this is what they(WPP) tell you to do, and every two business days i am told my escalation has come back unresponded too and that they will send up another escalation, which they (GWG), will have 2 days to respond to, and every time it comes back unanswered. I cut off the contract to the phone when they said they would be sending out the check for $580 to pay it out, the bill has come and gone and i was forced to place the bill amount on my credit card, which did not cover the full amount, because said check still has not shown up. Apparently they are looking into canadian claims more than others as canadians are apparently filing false claims saying they lost their phones when they have not, and get sent a new phone. Us canadians, who have sent in a phone, meaning our claims are clearly NOT fraudulant should not be punished. Especially single moms who do not have the money to pay out a phone that we would not have cut off had we known we would not be recieving a check from this scam insurance company.

Desired Settlement: I would like this check for $580 to be sent out immidiately so I can pay off the portion I was forced to put onto my now maxed out credit card, and to pay the rest of the "phone payout" i still have owing. If I do not recieve this check by July ****, I will be getting a lawyer.

Consumer Response: Better Business Bureau:

At this time, I have not been contacted by Global Warrenty Group regarding complaint ID ********.

Sincerely,

******* ******

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

7/15/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a warranty from the Global Warranty Group for my cell phone from an authorized ******* dealer. When my phone broke, I contacted the company and filed a claim. I then gave them my credit card information and was charged a $179 dollar deductible immediately and told that a $699 hold would be placed on my account and if I didn't return my broken phone to them within 30 days, the $699 would be charged to my card. I was told a phone would be mailed out within 2 business days. After 6 days, I contacted the company and the representative told me that there were no phones in stock and that I would have to wait until one arrived. I haven't been given any timetable as to when that will happen. There is no guarantee of any phone arriving within the 30 day window so I run the risk of having my credit card changed because I will not return my broken phone without first receiving the replacement this company is required to deliver as part of my contract. I've researched this company on the Internet and I realize there are hundreds of other people in my same situation. The company will not call me back, will not send me a phone or even send me a check to cover the cost of the phone. When you call the company, it is a black hole. The poor people that answer the phone have no authority to do anything. ******* should be ashamed for allowing their authorized dealers to sell warranties from this company.

Desired Settlement: This company is legally required to send me a working iPhone 5s, 64 GB model. If they will not do that, I expect to receive a check for $699 so that I can go to the ******* store and purchase a replacement phone. Furthermore, this company should be shut down. Their owner should be thrown in jail. These people are crooks. Just check out their reviews online.

Business Response: claim was cancelled and refunded the hold/deductible on 7/**/14 per the customer request.  Please allow 3-5 business days to see that reflected on the bank statement.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. I ended up rescinding my claim and paying out of my pocket to fix my phone since the company could not give me any timetable about when they would be able to provide a replacement phone.  I do not believe this company should be allowed to sell insurance for phones if they cannot provide phones when customers need them, but this complaint has been resolved.

Sincerely,

**** ******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: They are stonewalling for weeks on paying the $700 insurance claim they agree is owing on my broken phone. They claim the cheque is being processed, but it has been several weeks and it is still not "processed".

Desired Settlement: Immediate payment of the $700 they agree is owing.

Consumer Response: Better Business Bureau:

At this time, I have not been contacted by Global Warranty Group, LLC regarding complaint ID ********.  MY complaint remains outstanding and unresolved. 

Sincerely,

***** ******

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

7/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 12/**/13 I filled a claim with Wireless Protection Plan to replace a broken phone. I paid my claim fee and was shipped a replacement phone. This phone was defective. I called and customer service was going to ship a replacement phone in 2 to 3 business days. I never received that phone. I called back several days later and was told that my phone was no longer available. I was asked if I would be willing to take a check for $477.00 in place of the phone. I agreed to this. I was told on 2/**/14 that it would be sent for processing. I have called back numerous times ( approx. 5) from 2/**/14 to today 5/**/14. I am told my check is processing and someone will contact me in 2 to 3 business days. No one ever contacts me. I have asked to speak with a **********. They will not let me talk to anyone. I called the Corporate headquartes of Global Warranty Group and left messages. No one will return my call. It sounds like others have had the same problem. I would like my check.

Desired Settlement: I would like the $477.00 check I was promised and that I agreed to. I would like to have it sent as soon as possible so I can replace my phone.

Business Response: check #***** for $477 sent 7/*/14

Consumer Response: Better Business Bureau:

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

Sincerely,

******** ******


 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a 2-year warranty along with a new Samsung Galaxy SIII in 2012. The phone broke (in an accident), which I then shipped to the designated location: Pro Mobility Inc. ** **** ****** ****** ******** **** ** *** ***. After deducting $90, they shipped a replacement phone, all within a few weeks. This year the replacement phone # *********** (refurbished?)stopped working. I opened a claim # ***************** on May **, 2014 and mailed in the broken phone t the above designated address, expecting a similar response. They deducted $130 and called back after receiving the broken phone, saying that I could have a payout of $550, as they could not obtain a replacement. I accepted, but still I have received no cheque. After several weeks and phone calls (today 2014/6/** the most recent), the last two being last week on 2014/06/** and 2014/06/**, I am still receiving the same info: they will mail a cheque for $550, it is still being processed, they will call me back in 48 hours to let me know the cheque number and when it was mailed.Today I spoke to a supervisor as well as an agent, and both sounded like a broken record, making no promises. I asked them to put the $550 into the VISA from which the $130 deductible was taken, but they said it was not possible.

Desired Settlement: I would like one of the following to happen within 7 days:a) Put the $550 into the VISA from which the $130 deductible was taken and phone me once it has been done, orb) Expedite the claim and courier a cheque to me within 10 days and phone me once it has been done.In either case, refunding the deductible or offering a free new policy would help to make up for the lost time, expense and aggravation.Thank you.

Consumer Response: Better Business Bureau:

At this time, I have not been contacted by Global Warranty Group regarding complaint ID ********.  I have phoned several times for an update and each time they have promised to phone back within 48 hours.  This has not happened once, nor have I received any of the promised e-mail updates either.

Sincerely,

***** *******

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

7/13/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: On Friday 12/**/13 I filed a warranty claim for my sons Motorola Droid phone with Global Warranty Group (wireless phone insurance coverage) and we requested a replacement phone. They deducted $50.00 from my credit card to cover the deductible cost for the replacement. On Tuesday 12/**/13 we received a phone call from ***** regarding our claim. She informed us they didn't have a replacement phone to send us, so they would send us a check for $450.00 to cover the cost of a replacement phone. As of today 6/**/14, I have made atleast 4 follow up phone calls to inquire about the check. Each time I am told they will escalate my request and that they will contact me when the check is on its way, but I have never received a call or an e mail on the status of my claim. Unfortunately the claim status in their tracker system never changes either, all it shows is my claim on 12/**/13 for a replacement phone. I also reminded them during my last call that they need to also reimburse me for the $50 deductible, since we didn't receive a replacement phone. I have tried to be very patient and allow them time to process the check before I made each follow up call, but I feel they are taking complete advantage of us, which is not fair. I did what they asked of us and immediately returned the damaged phone, expecting they would follow through with their promise. Customer service is extremely important and companies and their employees should always strive for 100% satisfaction. Right now they are falling very short of that in my mind.

Desired Settlement: I expect a refund check in the amount of $500.00 made payable to me. I would like to request notifications of the status of my claim with you during every phase of the process. You can send me email updates. My email address was provided to you in step 1. I would like a resolution to this within a month and the check to me either within that time frame or shortly thereafter. I hope that is a reasonable length of time, if not, please let me know what your expectation is to resolve this matter. I appreciate your help in resolving this matter.

Business Response: check #***** for $450.00 sent 6/**

Consumer Response: Better Business Bureau:

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

The reimbursemt check does not include the $50 deductible that was charged on my credit card for a replacement phone we never received.  When you file a claim for a replacement phone, the company should only charge you that amount if they actually send you a replacement phone. We never received a replacement phone, therefore they should refund the $50.  I expected reimbursement for that as well as I wrote in my initial complaint.  I would appreciate your assistance in getting reimbursed the $50.  Thank you, ***** ******  

 

 

 

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


Sincerely,

***** ******




 

Consumer Response: Better Business Bureau:

At this time, I have not been contacted by Global Warranty Group, LLC regarding complaint ID ********.  This follow up complaint was only for the $50.00 deductible that should have been reimbursed, since no new phone was received.

Sincerely,
***** ******

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

7/13/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased cellphone insurance from Global Warranty Group on June.**.2013 which I paid $207.19 for at a **** store located at *** * **** ****** ******** ** ****** *** ***. My plan number is ********************. In September 2013 I filed a claim with Global Warranty Group as my cellphone fell and broke. I paid $100 for the claim, they also asked me to ship my phone to them and that they will send me a brand new Samsung S4 in exchange of my old phone which I did. Two days later a representative contacted me and told me that they don't have my phone in stock and asked if I would be okay with receiving a $700 cheque instead to cover the cost of purchasing another phone. I agreed and purchased another phone but to this day I have not yet received the $700 cheque I was promised. I contacted Global Warranty Group several times to inquire about the cheque and every time the representatives told me that they will send a note to the escalation department to speed up the process and that the escalation department will contact me. I only received a call once from the escalation department promising that the cheque will be mailed out at the end of the week which was months ago. I have contacted them many times after not receiving the cheque but I got the same response but no one from the escalation department contacted me. In total I have paid Global Warranty Group $307.19 but have not received the service I have paid for. I did not receive the $700 cheque that was promised to me in exchange of the broken phone I sent them in September of 2013.

Desired Settlement: I would like to receive the $700 cheque that was promised to me.

Business Response: check #**** for $700 sent on 06/**/2014

Consumer Response: Better Business Bureau:

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

even though I accepted the business response I still haven't received the check they mentioned they mailed to me.


Sincerely,

***** ****




 

Consumer Response: Better Business Bureau:

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

Sincerely,

***** ****

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

7/13/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: HISTORY OF NON-PERFORMANCE ON WARRANTY March *, 2013 purchased 2-year Canada Preferred Replacement warranty with ****** authorized dealer on Motorola Defy XT560 for $99.99 through Global Warranty Group January 2014 phone quit working - dealer would not replace - referred us to Wireless Protection Program at Global Warranty Group ###-###-####. January 2014 GWG instructed they require a $99.00 deductible prior to starting any warranty process which they charged to my VISA. January *, 2014 sent phone to *** ******** ***., *** ****** *** ******** ******* via priority post as per GWG instructions in order to receive replacement phone. January 2014 GWG confirmed receipt of old phone & informed no replacement phone available - they would mail a cheque for $200 to finalize claim (in other words refund the $$ we already gave them). February 2014 spoke with ****** Authorized Dealer - they quit using GWG as several customers have similar complaints February - May 2014 numerous calls to CSR resulted in "promise to pay" however NO PAYMENT RECEIVED TO DATE. May *, 2014 send e-mail to Global Warranty Group with copy to BBB New York requesting payment by May **, 2014. May **, 2014 - checked with GWG customer service - no cheque processed May **, 2014 - filing complaint with BBB New York

Desired Settlement: Upon review, hundreds of similar complaints have been received by GWG and according to BBB they were able to help settle a majority of these complaints. We request, cheque for $200 as promised to be processed and mailed prior to May **, 2014 & confirmation of mailed cheque to be sent via e-mail *************** Cheque to be sent to: ******** ******* *** ******* ******** *** ******* ** *** ***, as per your records.

Business Response: check #**** for $200.00 sent 7/* via USPS

Consumer Response: Better Business Bureau:

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

Sincerely,

******** ******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/12/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: It is 12 weeks today since I placed a claim with this company to replace my phone. They are the insurance carriers that my cell phone company uses.When I placed my claim, I was required to pay a $95.00 deductible as well as another sum of $381.00 that was to be deducted once the company sent me a cheque for phone replacement and I sent them back my broken phone. I was promised the cheque 6 weeks ago. Meanwhile the $381.00 has now accrued 3 months of interest. I have made dozens of phone calls to this company. Each time I am told that the cheque people will contact me within 48 hrs. This never happens. Currently I still have a broken cell phone and no promised cheque as well as having paid a deductible and sitting on a $381.00 plus interest amt. on a credit card. Not a happy camper! Product_Or_Service: Cell phone insurance provider

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want the promised cheque so that I can send the broken phone to them and that they will then deduct the $381.00 from credit card. Thank you.

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

7/12/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: They promised to send me 550 dollars for my cellphone replacement in January and I have yet to receive a check. In the beginning of January I called to tell them my phone as stopped working. They said no problem. Told me to send my phone to them within 30 days and they would charge my visa $300 until they received my phone at which they would send me a new htc one phone. They called the next day and told me they did not have this phone in stock so could they send me a check for $550 instead. I agreed. I waited about a week but I was ** ***** pregnant and I needed a phone so I went to Rogers and got a new iphone. I put this on my line of credit. I have been waiting for this check. I did send my phone back and they have given my $300 back. I have called every month and they just say that their accounting department is backed up but they have sent an email asking for a update which they told me I should receive a response in 48 hours which I have never received. I called again today and asked to speak to a *******. They told me their was no one else. That all she can do is send another request. At this time I don't know if this is a scam since they had no problem charging and crediting my visa within days. I would just like to receive my money to pay my line of credit as I'm on maternity. Thank you

Desired Settlement: I would just like my check for the $550.

Business Response: check #**** for $578.00 sent 7/*

Consumer Response: Better Business Bureau:

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

Sincerely,

****** ******** *


 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/12/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: 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 *** ***** 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 #***** for $550.00 sent 7/*/14 via USPS

Consumer Response: Better Business Bureau:

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

Sincerely,

****** ************



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/11/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Customer made a claim under Wireless Protection Program warranty on December ***, 2013. Was told they could not replace the phone but would issue a cheque in the amount of $550. Global has not honoured this and no cheque was sent. The customer as well as the dealer who sold the original warranty product from Global is unable to get anywhere over the phone and phone calls are not followed up with. Repeated escalations have not brought about any resolution.

Desired Settlement: That the company follow through with processing the cheque in the amount of $550 immediately to be sent to the address both on-file with them and with the BBB claim.

Business Response: This BBB 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: Better Business Bureau:

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

[Your Answer Here]

I do not find this to be an acceptable response as this has been an ongoing issue since December *, 2013.  

It is going to be 6 months since this claim was filed and I feel that is more than sufficient time to resolve this matter and I should have received the cheque by now. In an email I received in February of 2014 I was told I should receive my cheque within that month. The deductible for my warranty in the amount of $180.00 was taken immediately, as I could not make the claim without payment to Global Warranty. I feel it is not fair they have taken my money and are not honouring my warranty! I would have been happy to accept a replacement phone but they told me it was not available and would have to send me a cheque in the amount of $550.00, they said I would receive my cheque within 4 to 6 weeks and we are approaching 6 months.

 

 

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


Sincerely,

**** *****




 

Business Response: check #**** for $550.00 sent 7/*

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. 
Thank you so much in helping me to resolve this claim  I have finally received the cheque on Tuesday, July ***. It had been just over 7 months since the claim was filed.  I am not sure I would have had any results without your help.

Sincerely,

**** *****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased global warranty group protection plan in nov 2012 through wind mobile. In dec 2013 I filed a claim my phone was lost. I was told to make police report and give report number I did all that.then in January my claim was proccessed and I was told I Will get my cheque in a couple business days. After couple weeks I called and asked what happened thy say soon someone will call u. But noone callme I started calling their head office but again thy say they don't know how long it will take . They are working on it. I said according to your plan a claim is taken care within 8 to 10 business days. Its been almost 6 months. They said we don't know how long it will take and they Will call us when cheque is ready. So till now no call from them only I'm calling them. They took my money for deductible as soon as I filed claim 6 months before and no cheque. I'm using my friend phone cause I have no money to buy my phone. I am really upset its not fair to take so long on a claim and on top giving customers attitude. We have paid when we got protection plan and plus we paid deductible again. So why the fuss to pay us. I'm in real stress due to this matter , I have family who dependent on me. If my health goes bad they will be responsible for putting me through stress. I really appreciate your help in this matter. If I could afford a lawyer I would sue they for metal stress and they would have to pay me a lot more than $400.00 again thank you in solving this matter

Desired Settlement: Wouldlike to have my check as soon as possible and they should pay for trouble and stress they have put us through .should close this kind of business and pay fine to customers for wrong information and ignoring customers

Business Response: This BBB 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: Better Business Bureau:

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

[Your Answer Here]

 

We are not happy with this we dont know how long we have to wait. Its alredy been 6 months how much patience we can keep. Why thy took our money right away if they were going to take this long.why have a policy which says claims will be resolved within 10 days.why i have to wait i need my money to purchase a phone i have borrowed a phone from friend he wants it back so i need my money to buy new phone.why thy dont allow us to get another phone if we willing to pay diffeence this way matter will be resolved soon. We dont want to wait we want our money as soon as possible. Thanks 

 

 

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


Sincerely,

******** ******




 

Business Response: check #**** for $300 sent 7/*/14

Consumer Response: Better Business Bureau:

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

Sincerely,

******** ******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This claim is for cell phone insurance. I sent in a defective cell phone, was advised I had coverage. When they received the phone, they contacted me to advise that they did not have a comparable phone to send me and would have to send a check for $400.00 to replace the phone. I authorized them to send a check on February **, 2014. I was advised on February **,2014 that the process was complete and the accounting office would be issuing me a check. To date (7/*/14), I have called and emailed Global Warranty Group over 12 times and I continue to be told that accounting has not issued the check.

Desired Settlement: I want my $400.00 check. I purchased a new phone five months ago with the understanding that Global could not replace my phone but would send a replacement check of $400.00 so I could purchase a new phone.

Business Response: check #***** for $400.00 sent USPS 7/*/14

Consumer Response: Better Business Bureau:

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

Sincerely,
***** ********



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This "insurance" company is a complete scam. it has been a month since I submitted the claim for my phone and paid my deposit. I have yet to see a check. I was told I would have a phone in 2-4 days when I first filed this claim, then a day later I learned that the company did not even have a phone to give in stock to give me! I had to call them asking when it would be sent to get that info. I was then told I would have a check of $450 within one week, so, I bought the phone again, myself at my cost of $460 after shipping and tax. It has now been a month and I have received nothing. I have called the customer service line 15+ times, requesting an update each time. I have been "GUARANTEED" each time that I will receive a call from the accounting department within 24-48 hours. I have not received a single call. I call customer service and every time I am told the same thing, that the check is "processing" and that I will hear from the accounting department within 24-28 hours. Yet nothing happens. Looking online, I see the same story reported again and again from others. This "insurance" company does not honor their contract terms. They do not send people replacement phones and they do not send people checks. This business needs to be shut down as it is nothing but a scam.

Desired Settlement: This "insurance" company needs to deliver on their WRITTEN CONTRACT and send me the check of $450 that I have been promised. Otherwise, they have taken my initial payments to set up insurance, my monthly payment AND my deductible fees, for absolutely nothing.

Business Response: check #***** for $450.00 sent 7/*

Consumer Response: Better Business Bureau:

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

[Your Answer Here]

 

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

Regards,
****

 

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


Sincerely,

**** *******




 

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

****

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/10/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: 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 #***** for $250.00 sent 7/*

Consumer Response: Better Business Bureau:

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

Sincerely,

***** *******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/10/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I had bought cell phone insurance through Global warranty group. I had put a claim in on December **, 2013 for a new replacement phone. Global warranty group had collected my deductable fee and had also charged me for a $381.00 hold to ensure they get the old phone back. They had put the charge on my credit card on December **, 2013. I had waited until after New Years to get my new phone or a call and neither had came. So I called Global Warranty Group and inquired about thestatus of my claim. They had told me that they were processing the request. I called back in another two weeks, cause yet again I had not heard any response. The second or third time I had to call them, they claims department employee had told me that they can no longer get the Samsung Gallaxy S3. So I had asked why I had not been called and told this? The lady appologized and I asked if the could replace my phone with the Samsung Galaxy S4? It was another few days to a week and I had not heard any response. So once again I called them back and asked what the status was on my claim? The employee had told me they cant get the S4 for a replacemnet and that they would have to send me a cheque for the replacement cost of the phone. At this time I was upset and said ok to the cheque. That was on January *** 2014. As of now I am still waiting on the cheque to arrive or to even be told that it has been written and in the mail. To this day, May ** 2014, I have been calling the company every three daysto a week to try and get an answer. The only thing I get is the escalation team and they can just send up an escalation to accounting department. I had asked for a number for the accounting department and they could not provide me with one. They had given me an email which I had written and sent but did not get a reply. I am out of options for trying to get an answer. I have been paying interest on the credit card charge of $381.00now for 4months and Global warranty group will not reimburseme for that. I had only been contacted twice in the 5 months that this claim has been opened. The one lady who had contacted me back had said that they would refund my credit card the $381.00, but she then found out she couldnt because it had been longer than 170 days that you have to dispute a credit card charge. Now she tells me that they will have to send me a cheque to pay back the $381.00. I am now irate because I have been waiting 4 months for one cheque and now I will have to wait for another cheque how long? I have been very professional when dealing with the escalation team. I have been told that by a number of their team.

Desired Settlement: I would like to get this situation all cleared up as it is adding stress and frustration to my life. I thought this route might help my case get solved a little quicker. I am frustrated beyond belief. I had been told it was a software issue and that there is a back log of cheques to write. At what he same time if there is a back log that has taken 4 monthsto catch up on, if it was my company I would be telling employees to work on weekends to solve this issue.

Business Response: This BBB 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: Better Business Bureau:

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


I dont believe this is any different than what i have been told on the phone.  It doesnt help me at all in figuring out when i will receive the check.  I have already ordered a new phone and am waiting for the money to replace my phone so i can return the broken phone and get the deposit back which i have been paying interest on for 4 months now.

 

 

 

 

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


Sincerely,

***** *****




 

Business Response: check #**** for $578.00 sent 7/*/14 via USPS

Consumer Response: Better Business Bureau:

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

Sincerely,

***** *****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/10/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased the extended warranty service when I bought my LG2 from ******* ******** less than a year ago. I dropped my phone a couple of weeks ago and the screen cracked. With the help of ******* ********, I contacted the Global Warranty Group Wireless Protection Program and started the claim process. After giving all the information, the woman on the phone said I should get a new phone within 2 business days. They didn't tell me that I had to send my phone back first before they would ship out the new one. I found that one out myself when I went to *************** a few days later. So I shipped the phone on 6/**, they received it on 6/**. I received the email saying they received the phone and they charged me the $100 deductible. On 7/* I went back onto *************** because I hadn't heard anything further. This showed that a shipping label was created on 6/** along the UPS tracking number. Terrific. UPS.com showed that the label indeed was created, but they hadn't received anything in their offices to ship yet. On 7/*, it said the same thing. I contacted GWG and the rep couldn't understand why it hadn't been shipped yet, but to keep checking UPS and if nothing had changed by Monday to call them back. Did I mention I am getting married a week from today and I'm sure people are trying to contact me, but can't. So I went through the holiday weekend with no phone. It's now been over a week with no phone. I have no home phone so my cell is my only lifeline outside of work. I don't remember anybody's phone numbers - they are all on the SIM card in my purse. Meanwhile, I start doing some research on this company and found a whole list of complaints about them on ******************* - similar to what I'm going through. I called GWG today (Monday, 7/*) (from the VW store that I bought the insurance from because I have no phone at home!!) and spoke with a different rep who said she will send an escalation request to the manufacturing department and I should a receive a response within 2 business days. A response only to answer the question "why hasn't it been shipped yet". I told her this was unacceptable because I needed my phone in 2 business days. Why should I wait 2 business days for an excuse?? I asked for her ********** and she said she didn't have one I could speak with. Her ********** was a "***** *******" who was only there to make sure she did her job, NOT to speak with customers. What the hell kind of business is this??? These two people I spoke with were less than useless and with no one in an authoritative role to speak to, only another customer service rep who would give me the same answers (according to the second rep). I have since come home and calmed down slightly. Now I am on BBB and find over 400 complaints against this company, MANY of which are the same problem I'm having??? How is this company still in business??? After reading many of these complaints, I am now anticipating that after waiting the "2 business days", I am going to get an email saying my phone model is out of stock and that they will send me a check. And after calling the company for six months of waiting for said check, I will contact BBB again saying that I haven't received it. I would like to nip this in the bud and get some results. What I really really would like is to see an email within 2 business days saying my phone has been shipped. I don't have the money to pay for a new phone out of pocket and, like I said, I have no home phone. I can't even call 911 if there was an emergency - I would have to run to a neighbor's house. This company has already charged me the $100 deductible, which I think should be refunded to me just for causing me this much anxiety a week before my wedding. I did tell the second rep to include the fact that I'm getting married in a week in her comments to be sent with the escalation request.

Desired Settlement: I was promised a replacement LG2. If it is "out of stock", then something comparable. If a check is going to be issued, it should cover a new phone ($600) AND include extra for taxes and fees. I would also like to be refunded the $100 deductible. This company is not worth it.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. I have received a new replacement phone.

Sincerely,

***** ********



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I broke my phone so i called and made a claim for replacement, claim was made and charge to my credit card was made. hadnt heard back for tracking number for new phone shipped as the lady said it should take a couple days. I ended up calling back for them to tell me they had no phones available and went on to tell me they would instead send me a check of $581 to buy a new phone. Claim made on april ** 2014 and called back april ****. May *** still havent heard back from them or received check so I called back to be told "someone" would call back in 48 hours or less. called back may *** to the same answer and still no call. Called again may **** and asked to speak to a supervisor and was told the same 48 hour call back.Called may **** to be told noone is there as it is only a call center and to be patent.

Desired Settlement: I would like to have my warranty claim that I paid for honored and to receive my refund check of $581. Since i had sent my broken phone back there should be no issues as mistrust with other customers was the reason the company began delaying claims in the first place.

Consumer Response: Better Business Bureau:

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

Sincerely,

******* ***********

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

7/10/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: they have not honor warranty. I had warranty Samsung Galaxy S III for the phone number ###-###-####. they said did not have similar phone so on June **, 2014 I agree on getting check for 400 dollars sent to my address. A week later call back to see when I would be the check. They said they did not that Information, So I ask for the ********** the ********** said the same thing I would be put on list to call back to the person in company that had my answer but no call back. I called 4 times still getting the same runaround so I don't believe I am getting a check

Desired Settlement: a check for 400 dollars like they promise me on June **, 2014

Business Response: check #***** for $450.00 sent 7/*/14

Consumer Response: Better Business Bureau:

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

Sincerely,

****** ****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Since march **** 2014 I have been waiting for my refund cheque of 700 dollars owed to me from global warranty group due to the fact that they told me they could no longer replace the same model of cell phone that i had made an insurance claim on. since they could not replace the phone physically, they asked if I would take a cheque for the price of the phone itself in order to pay for my replacement phone that I paid for out of pocket. Waiting this long and calling to inquire about it 4 times with zero response even after special request that i hear something back, they have failed to communicate anything whatsoever.

Desired Settlement: My request is simple, I would like my cheque of 700 dollars as soon as possible. This is an insurance company, they should pay out what they owe their customers what they deserve in an acceptable time frame. 3 months is not an acceptable time frame.

Consumer Response: Better Business Bureau:

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

Sincerely,

**** *****

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

7/10/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I broke my cell phone in the beginning of February. I called Global Warranty Group and they had me send my phone in to them. A few days later I received a call saying they didn't have any of that phone in and asked if I would accept a check for $450. I accepted and waited for about a month. I called and was told the information was sent to accounting and they would be issuing the check. I have called every 10 days or so since with that very same response and will not let me talk to anyone in that department. So they have my old phone, a $75 deductible, and still have my $450 check.

Desired Settlement: I would like my check sent to me that I was promised over 2 months ago.

Business Response: This BBB 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: Better Business Bureau:

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

After a few days of this "response" from GWG my check is still "being processed". In the time it took to write this letter they could have had my check in the mail. It's getting close to the 4th month and still no new information. I get the same response that my check is "being processed" and they say they will call me back within 48hrs. I have heard that same line 4 times from them with no return calls!!

 

 

 

 

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


Sincerely,

**** *********




 

Business Response: check #***** for $450.00 sent 7/*

Consumer Response: Better Business Bureau:

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

Sincerely,

**** *********



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

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

Desired Settlement: A phone call, they 350$ check and my deductible reimbursed.

Business Response: check  #***** for $350.00 sent 7/*/14 via USPS

Consumer Response: Better Business Bureau:

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

Sincerely,

******* ***



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I made a claim with the claims department on Dec ** 2013. I put down a down payment so the process could be started immediately. I was not contacted by anyone to say there was no phone available and that a cheque would be sent to me in lieu of a phone. I found out this option when I called in over a week later. I asked this to be escalated and communicated to me via email. I received the email and confirmed I would like to receive the cheque of $550 in lieu of my phone. I was then told I had until the end of January to have the broken phone returned to your company. I was told I would received a call once the phone was received to advise when the cheque would be mailed out. The broken phone was signed for and received by the company on January **, 2014. My down payment was released. I called the call centre on Feb ** and spoke to ******** who apologized that no one had contacted me and he would have it escalated and I would receive a call or email within 2 business days. I was not contacted at either phone number or the email address that was provided. I called on March * and spoke to ***** who apologized that no one had contacted me and told me they were working on it and she would have it escalated and I would receive a call or email within 2 business days. I was not contacted at either phone number or the email address that was provided. I called on March ** and spoke with ******* who told me there was no ETA and they were working on it after many apologies. I asked to speak to a ********** as this was the third time I was told almost word for word the same story. I spoke to the **********, whose name I do not recall, who explained the issues with the IPhone 5's being pulled and the accounting team having to process 1000's of cheques a day causing massive delays. She apologized no one had contacted me and put in to have it escalated and I would receive a call or email within 2 business days. I was not contacted at either phone number or the email address that was provided. I called again March ** and spoke to ***** again who apologized that no one had contacted me and said she would have it escalated and I would receive a call or email within 2 business days. I was not contacted at either phone number or the email address that was provided. I asked her to include in the notes that if I am not contacted from the escalation department by March ** I will be putting in a complaint with the better business bureau. I have now contacted the contact listed on the website to ensure the company is aware of the situation. I can be reached at this email address, ************************** or ###-###-#### or ###-###-####. Both phone have voicemails which can be used if I am unable to answer.

Desired Settlement: Due to the amount of time I have spent following up and not receiving any communication I am also requesting that the $95 that was taken as a deductible for my claim be refunded back to the credit card it was processed on, in addition to the cheque for $550 that is now 3 months late.

Business Response: This BBB 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: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because: I should have received my reimbursement cheque on February and it is now May. The only response you will give is "it's coming". This is not acceptable and I require a date that it will be sent. I also require my deductible to be returned to my credit card. 

 

 

 

 

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


Sincerely,

******* ********




 

Business Response: check #**** for $550.00 sent 7/*/14

Consumer Response: Better Business Bureau:

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

Sincerely,

******* ********



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/9/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a a protection plan for my cell phone in 2012. I filed a claim in December 2013. I was told they could not replace my phone and offered $500 instead. I agreed and sent in the broken phone as requested. I still have not received my cheque. I have contacted the call centre on a weekly basis and my case has been escalated a total of nine times. I have been told over and over that someone would call me back and tell me when to expect my cheque and I have not once had a call back. The managers I've spoken to have no additional information. No one can even tell me when I can expect the cheque, nor will they give me any other phone numbers to follow-up with upper levels in management.

Desired Settlement: Quite simply, I would like my cheque. A call to let me know that it was in the mail would be a bonus, but at this point, I'd be happy with the money they agreed to send me when they found out they could not replace my phone.

Business Response: check #**** for $500.00 sent 7/*

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: An insurance claim for a damaged Lumia 920 that was accepted in December 2013, and we were told a cheque would be issued for $600 to purchase a new phone. We followed up in February after not receiving a cheque or any correspondence or a call back. We were assured an escalation was put on the file and that we would hear back within a few days. We received no correspondence or call back in February We followed up in April after not receiving a cheque or any correspondence or a call back. We were assured an escalation was put on the file and that we would hear back within a few days. We received no correspondence or call back following this inquiry. We followed up on May *** after not receiving a cheque or any correspondence or a call back. We were assured an escalation was put on the file and that we would hear back within a few days. We received no correspondence or call back following this inquiry.

Desired Settlement: Issue the check as approved in December 2013

Business Response: please provide the complete wireless number or claim file number for research.

Consumer Response: This complaints is regarding phone number:  ###-###-####
The insurance claim was opened by **** ******

There is also a $389 hold on a credit card (for return of the broken phone) that needs to be dealt with as part of this file.  

Consumer Response: Better Business Bureau:

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

The response does not offer a resolution.  The business claimed they would issue the check in December, this response says 'please wait longer'.  

 

Sincerely,
***** ******




 

Business Response: check #**** for $600.00 sent 7/*

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/9/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a warranty for a cell phone and was told at the store that if I make a claim, a replacement phone would be sent out within 48 hours. When I made a claim, the company stated that the phone is unavailable and they will send me a cheque for the amount of the phone so that I can use the money to purchase a new phone. In this case, the replacement for my phone is money, not another phone. The company received my broken cell phone on March * and still has not mailed my cheque, even though I was told at the time of purchase that the replacement will be sent out within 48 hours. Every time I call the company they say that there is no manager that I can speak to, and that they have no idea when my cheque will be sent out because the accounting department is experiencing a bag log of claims. The company cannot give me any information regarding the date my cheque will be sent.

Desired Settlement: I would like the cheque to be mailed to me immediately and my deductible refunded.

Consumer Response: Better Business Bureau:

At this time, I have not been contacted by Global Warranty Group, LLC regarding complaint ID ********. I have contacted them about the issue, and they continue to have no information to give me about the money.

Sincerely,

***** *******

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

7/9/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On December ****, 2013 I processed a claim for a broken cell phone with GWG. They took the deposit of $300+ dollars and the deductible of $95.00 for a replacement phone. The deposit was in case I did not return the broken phone. I received a phone call from a GWG rep on Dec **** indicating that my cell phone was no longer available and they would instead send me a check for $585.00 if it was OK with me. I accepted the offer and proceeded to purchase a new phone, then sent my broken one back to Global Warranty. Below is the tracking info pulled from the claim tracking, it has not changed since January. CLAIM INFORMATION Customer Name Claim Date Wireless Number Make Model Tracking number Date Shipped *** **** 12/**/2013 ********** Samsung Galaxy S3 Your replacement phone has been ordered Your (Samsung Samsung Galaxy S III 16GB-BLUE) Phone was received on 01/**/2014 Your replacement phone is being ordered on 12/**/2013 We will send you an email with the tracking information as soon as your phone is shipped. Your deductible was received on 12/**/2013 Privacy Policy TRACKACLAIM.com is owned and operated by Global Warranty Group, LLC. Coverage varies by program, certain programs may not be available in every state, eligibility varies by device. COPYRIGHT 2009 GLOBAL WARRANTY GROUP, LLC. I have repeatedly called and get the same response every time. " I am sorry but I will need to escalate this, there is nothing I can do". I sent an email to GWG at **************************** back in early February and never received a response. It is now April *** almost 4 months since the claim was started. GWG has taken my deductible of $95.00, has my broken phone and has not sent me the check of $585.00 as indicated. At this point I am extremely angry.

Desired Settlement: I would like the $585.00 that GWG owes me plus the $95.00 deductible as an inconvenience fee. Currently they are in every sense of the word thieves as they have taken my deductible and not provided me a replacement phone equivalent or greater than the Samsung Galaxy S3. Should this not be settled I will have no choice but to file a claim in court and that claim will be far greater than $585.00

Business Response: check #**** for $578.00 sent 7/*

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I filed a claim with Global Warranty Group (a warranty I purchased through Rogers)in December 2013. They immediately charged me the $95 deductible and the $381.50 deposit to be refunded upon receipt of broken phone. The $381.50 was refunded once they received my broken phone. In lieu of issuing me a brand new identical phone, they advised me that they will be issuing me a cheque for over $700. I have been waiting for 4 months and no cheque has been issued to date. I have been contacting them numerous times and their customer representatives do not know what to do other than type notes in my account for someone to contact me. No one has contacted me and I am rightfully frustrated as I have been waiting for four months.

Desired Settlement: I would like my cheque for over $700 issued to me immediately with added compensation due to the long delay.

Business Response: check #**** for $700.00 sent 7/*

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/9/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I had purchase a wireless lost/damaged warranty for my cell phone, My phone was lost in Dec,**.2013, a police report was sent to the company for a warranty claim. They responded stating that the phone is out of stock and offer me a cheque of $700 to cover the cost of the lost. as of today May.**, 2014, cheque has still not being issued. I had call the customer service dept. every week to check on the status of the cheque and the same response is being given which they say that they will escalated the matter to the accounting dept. to rush them to send out the cheque for me.

Desired Settlement: Sent my cheque within 10 business days.

Business Response: check #**** for $700.00 sent 7/*

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: i bought warranty for my cell phone. while on vacation i lost my cell phone. i went through all the step to file a claim. My model of phone was no longer available so i agreed to a cash settlement of 719.00. i was told there will take up 6 to 8 weeks for delivery. That was in December. It is now april. i have phone the claims centre at least 3 times, each time i have been told the accounting department will phone me back and give me a status update on my check, and there is no way i can phone them directly. they never phone me back and i would like my money.

Desired Settlement: i would like my check in a reasonable amount of time

Business Response: check #**** for $720.00 sent 7/*

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/9/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We purchased mobile insurance with this company. Paid $200.00 up front for the insurance coverage. The phone was damaged in January of 2014 so we filed a claim with Global Warranty Group. We received a call from them in January saying that they no longer had the Iphone5 to send as replacement so they offered a check in the amount of $550.00. We accepted that and mailed the broken phone plus $180.00 for the insurance to them. We are now approaching 6 months since the claim was filed. I have called them probably 20 times to find out what the problem is and i just get the same old thing "check should be mailed out soon". This is unacceptable in my opinion. I have also called ******* and they have stopped using this company because of similar problems. Hope you can help me, I don't know where else to turn. The mobile number the claim was filed under was ###-###-#### Thank you. ***** *****

Desired Settlement: I want them to pay what was promised $550.00

Business Response: check #***** for $550.00 sent 7/*

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/9/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: GWG (global warranty group) companies I buy Iphone 4s black protection plan from this companies which is lost and stolen is covered to After that i lost my phone middle of dec 2014and apply for complain I do all requirement for claim which is Local police report (you need i will give u ) Companies detectible fee which is $179.00 that i paid on dec**-2014 and they guys send me email they receive deductible. after they guys said to me they don't have Iphone 4S So they give me $600.00 certified check So i go and buy new phone After that time i call allots of time there toll free coustomer service no. ###-###-#### and ask about my check They guys not tell me proper whats going on with my claim And second thing they always said to me our claim department contact with u with in 2-3 working days And these working day not come. I have not big income sources I m soo depressed from this companies I have all proof if u need i will email you Please contact with this companies and stop them eat people money And please i want my money back from this fraud companies Thanks for listening my complaint Thanks

Business Response: check #**** for $600.00 sent 6/**/14

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
 
hello sir
I receive check yesterday $600
Thanks allot. I m aware in future from like this companies
Thanks Again

Sincerely,

******* ****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/8/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: In 2013, I purchased a new Samsung Galaxy III phone (color white) from ******* Wireless and also bought the upfront insurance for ~$180.00 which would cover any damages to the phone. I.e. if something happened to it, I would get a new one. A couple of days prior to January **, 2014, I broke my Samsung Galaxy III phone (color white). I called the Wireless Protection Program (aka Global Warranty Group) on January **, 2014 to file a claim to get a replacement phone. On that day, I was charged a $75 deductible (which was never told to me when I initially purchased the insurance plan) by ******** ********** ** ** ***** ** (as per my credit card statement) and was told I would receive a replacement phone in less than a week. However, I was told two days later that they did not have a phone in stock and that I could take a check for $375, which I promptly accepted. I was told I would receive a check within 1 week. After a delay of a month or so, I started calling their call center numerous times in February, March, April, May, and June inquiring about where my check was. I was told that my inquiries would be re-esclated to the Accounting Team and I would receive a phone call regarding my check's status within 2 business days, something which repeateled never happened. I asked to speak to the Accounting Department directly, but was told that there was no way for the representative I was talking to nor me to be able to contact them directly. I called today, June **, 2014, again and was told the same refrain. After that, I decided to file a claim with the BBB in order to get my check for $375 since it has been 5-6 months of waiting.

Desired Settlement: I would like to receive, in very timely fashion, my check of $375 that I am promised as per the Insurance Plan that I signed up for.

Business Response: check #***** for $375 was sent 6/**/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/8/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a warranty of $190.39 from ****** ******** in ******* *** ******, to protect my phone in case of damage 2 years ago. My phone broke back in February, and when I prompted to call and file a claim with this company they told me that under this warranty I was to pay a $179 deductible, send in my broken phone within 30 days of filing the claim, and I would be sent a new phone. However, they contacted me and informed me that they do not have my phone (iPhone 5s) available to ship and I would receive a cheque worth $650 or so within 2-3 weeks. I have contacted their customer service numerous times however I am never given a direct answer as to what is going on or when I will get the cheque. It has now been 2 months and not only have they taken the deductible, but they also have my old phone yet I have nothing. What I find strange is that they were so quickly able to charge money on to my credit card to take the deducible amount however receiving a cheque is near impossible. The dates complained are only 3 of the upto 10 times I have attempted to resolve the issue with their service reps, with no progress.

Desired Settlement: I would like the amount of the cheque they said they would be issuing me, which is approximately $650, the amount I paid for shipping and handling when I sent my old phone, which was $40, and preferably would like my deductible back as they have not held up their end of the the warranty, which was $179.

Business Response: This BBB 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: Better Business Bureau:

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


This is the same response I have been receiving from the business with no progress being made for the past 3 months. The response Global Warranty is giving me is generalized; when I contact their call centre the agents tell me that my claim has been processed (no such delay) and that literally all that has to be done is that a check needs to be written and sent out to me so I do not understand why they are responding by telling me that there is a delay in their claims process. I have been more than patient but I believe that this response is not genuine and I will most likely be waiting a long time (if ever) before I get the check. 

Sincerely,
******* ****




 

Business Response: check #**** for $650.00 sent 6/**

Consumer Response: Better Business Bureau:

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

Sincerely,

******* ****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/8/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been waiting for my cheque replacement for almost a year. please assist and give me my cheque this is ridiculous. My new address is **** ***** ***** *** * ** ***** ********** *** ******

Desired Settlement: 650

Business Response: check #**** for $650.00 sent 6/**

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My phone broke in January 2014 and i called the company to file a claim. I sent them my broken phone and paid my $75.00 deductible. They called a few days later and said my phone was unavailable and offered to send me a check for $645.00. I accepted their offer. I have not received a check from them in over 5 months. I have called several times to no avail. I have also sent email which have gone unanswered

Desired Settlement: I would like to receive my check from them.

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

7/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: First of all my complain is with insurance co (Group Warranty Group but most of the questions is on the cell phone. I returned a defective cell phone Samsung Galaxy Note 3 N9005 32 GB Lite in Dec of 2013. Received an email from the co. and they said they charged $75.00 on credit card for starting the process and to give me a RMA no. Since then whenever I call their customer service as would told I was approved of a check refund of 725.00 within 2 weeks. It’s the same answer, we (the customers service) will send another email to another department to have them check on the process of the check and I should hear from them within 48 hours. As of today June **, 2014 I have not received a reply. These are some of the dates I know I have called for an answer: 1-**/14 cs name ******* will email corporate 2/*/2014 ******** a check will be sent out. 2/**/2014 ***** said there is a delay in processing checks 3/**/2014 ****** 3/**/2014 *** 5/**/14 will email corporate 6/**/2014 ***** still no reply on status

Desired Settlement: serve their customers, do what the problem is and solve it, and communicate with the customer. Six months with no communication and problem is note solved.

Business Response: check #***** for $725.00 sent 6/**

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/8/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: GWG promised a cheque of a little bit over $550 over 3 months ago. Warranty policy is that customer will receive a phone if it gets damaged or to be given a cheque for the value of the phone. Claim was filed over 3 months ago and every time I call into GWG , the representative will always say the issue will get escalated and customer will receive the cheque after it gets approved. After waiting 24-48 for the escalation team, I called back and the representation said it's still getting resolved. I've paid the deductible of $95 for the replacement. I have not had a phone for 4 months because I have been waiting for the value of the phone that was damaged. I have gone into the store where I bought the warranty from and they couldn't help me resolve the issue because the warranty provider is GWG. Tracking ID for the claim is *****************. My contact number is ###-###-####. I'm hoping this will help me get the cheque that was promised to me faster. Thank You

Desired Settlement: Cheque for over $550 which was the value of the phone.

Consumer Response: Better Business Bureau:

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

Sincerely,

******** *****

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

7/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased warranty coverage from a ****** ************** ***** in ****** ** ****** 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 BBB 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: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, 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 ****.  STILL nothing

 

 

 

 

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


Sincerely,

***** ******




 

Business Response: check #**** for $850.00 sent 6/**

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Wireless protection Program(GWG) has promised a cheque of $650 3 months ago. I have been waiting for the claim but the company keeps promising the cheque will be sent to the escalation team and will be sent out when it gets approved. Every time we call into GWG we are left with the same answer. Tracking number for claim : ***************** Product_Or_Service: Other /SAMSUNG GALAXY S 3 32GB BLUE/ Account_Number: ###-###-####

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) Warranty Policy is that customer will receive either a brand new phone as a replacement of a cheque for the value of the phone that was damaged.

Business Response: check #**** for $650.00 sent 6/**

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/7/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: *** ****** ** ********** ** ***** - is my address. I have claimed on January for cheque/replacement phone yet I still did not get it ###-###-####. My contact number is ###-###-####. I want my cheque worth $630

Desired Settlement: $630 as they promised

Business Response: check #**** for $630.00 sent 6/**/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I lost my Phone in Nov 2013, I have paid my deductible and was told I would receive a cheque for aprox imately $700.00 as they did not have the replacement cell phone. I have called numerous times and they keep telling me that a cheque will be sent out, it has been 6 months and I am still waiting. Claim started Dec **/**, follwed up with them on Feb*, **, Mar **, **, Jun *, *. Still no response.

Desired Settlement: I should be refunded my $750.00 and compendsation for the trouble they have put me through.

Business Response: check #**** for $700.00 sent 6/**/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/7/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: We had made a claim back in Dec 2013. We paid the deductible and they were to issue a cheque to us which we have not received. I have made numerous calls and no one has called us back

Desired Settlement: I want the deductible refunded and I want the cheque for the amount that they owe us

Business Response: check #**** for $578.00 sent 6/**/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/7/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I filed a claim with global warranty group on April *, 2014. I opened a claim to have my 16 gb iPhone 5 replaced. Gwg took $699.99 off my MasterCard as deposit so that I could have my claim processed and sent out while they waited to receive my damaged phone. They did so on April *, 2014. They also took $179.00 deductible from my MasterCard on April *, 2014. On April **, 2014 I called them because I had not received my replacement phone and they had received my damaged phone which I confirmed through Canada Post tracking. They informed me that they had no replacement phones to offer me and they were in the process of issuing me a cheque in the amount of $650.00 and it would be sent out shortly within days. They refunded the $699.99 deposit back to my credit card. They remain in possession of my damaged phone, my $179.99 deductible and owe me a cheque in the amount of $650.00. I have called them to inquire why I haven't received my cheque upwards of 15 times and have been unsuccessful in receiving what is owed to me. I have requested multiple times to be contacted by their escalation team and nobody has ever called me back.

Desired Settlement: I want the $650.00 that is owed to me with additional interest on that money and the $179.00 that has been held on my MasterCard.

Consumer Response: Better Business Bureau:

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

Sincerely,

****** ******

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

7/4/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I put in a claim with GWG 4 mths ago. On top of the original $100 for the warranty on my phone I gave them $381.00 as a hold until they send me either a new phone or the cheque of $586.00? Approx. And I send them my old phone. I have called at least once a week for reasons. None has been given that were acceptable. Now it has been 4 MONTHS! Still nothing!

Desired Settlement: My cheque so I can get my new phone and the $381.00 released from my credit card.

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

7/4/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Paid for phone insurance. Phone was lost and claim was submitted in January of 2014. Company claimed they did not have anymore models of my phone and that they would send a check for the price of the phone, $550. They said it would arrive in the next few weeks which I budgeted for. It has now been almost 6 months. I have called more than 10 times and received empty promises each time.

Desired Settlement: $550

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

7/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Good Morning, I am writing a complaint about the Wireless Protection Program, an insurance that I purchased through an authorized Verizon Wireless Retailer. In September, I paid $1043 for the retail value and the Wireless Protection Program insurance of my phone. Last Monday, I submitted my first insurance claim through the company and have many issues in this matter. I still do not have a cell phone and it has been over a week. Additionally, they do not have the cell phone in stock and never notified me of this. I need a phone for my job as a special education teacher and I am very upset that they are not helping me out in this matter. I called them to inquire more and after much difficulty and probing, I found out that they do not have the phone in stock. I paid $170 for the cellphone replacement last Monday and was told it would be FedExed to my house the very next day. Since they do not have the phone in stock, they told me that they want to give me a check for $600.00 to cover the phone. However, the man at ******* told me this would not cover the full retail of the 32G phone that I purchased in September. Also, I am not paying out of pocket for any tax or additional fees. It is not my fault that they do not have the phone in stock. It is the latest model of the phone and less than a year old. They have been very short on the phone and not helpful at all. Additionally, they have not contacted me numerous times when they said they would in 1-2 business days. They have admitted that they are in the fault for lack of contact, not notifying me that there may be a possibility that the phone wouldnt be in stock, not telling me about the trackaclaim website when I purchased the insurance initially or at the time of my first claim, and not letting me know the other options.

Desired Settlement: I am requesting either a larger refund or replacement immediately. I have been a week plus without my phone that is crucial to my job and life. I live in a separate state from family as well. I am requesting a refund of the $170 since the phone was not at my doorstep and still isn't like promised. I was told the $170 was for a replacement phone, which I have never received and will not be receiving, according to the company. Additionally, I would like a replacement phone/check to cover all costs

Business Response: check #***** for $630.00 sent 5/**

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because I have not received my check or any contact from the company that I filed the claim against. I am worried about this issue and would like it solved immediately. Thank you so very much for all of your time and help. It is greatly appreciated! 

******



our Answer Here]

 

 

 

 

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


Sincerely,

****** ******




 

Consumer Response: Better Business Bureau:

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

Sincerely,

****** ******

Business Response: check #***** for $650.00 sent 6/**/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/3/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: When I signed up for a new phone and contract with ****** they offered a third party warranty option. I purchased a 2yr warranty for my Samsung S3 cell phone on Feb ** 2013 from Global Warranty Group, Wireless Protection Program Association, the cost was 129.00. On November **** 2013 I called to file a claim because I dropped the phone and broke the screen. A new phone was to be delivered within 3-5 business days. I paid 95.00 deductible and they put a hold of 381.00 on my master card to ensure I would send my broken phone back. A few days later I received a call to say they didn't have anymore S3 phones so they would be issuing a cheque for 525.00. The cheque was to be sent out within 3-5 business days. Since then, I've made countless phone calls inquiring about the cheque. After one month they did refunded the 381.00 to my master card. When I call, I speak to *********** and leave messages for the accounting department to update me with the status of the cheque. It is now 6 months later and no one seems to have any information.

Desired Settlement: I would like a replacement phone sent, preferably the S5. As well as having the deductible returned to my credit card. If this is not possible, at the very least they should send the cheque for 525.00. However, seeing as they have taken over 6 months, they should be held responsible for the stress and anxiety they have caused me.

Business Response: check #**** for $525.00 sent 6/**

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/3/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a warranty for my cell phone through Bell with this company. Later my phone was stolen. I made a claim, along with a police report and paid a deductible. I was told the phone was discontinued and that a check was to be issued. i agreed for $730. This was in November 2013. I have called many many times and talked with nearly every customer service worker there, and they are all no use. They claim that the check is still processing. It has been 7 months. It is now the middle of June 2014. I asked to talk to a person in charge, there was none. I asked to talk to accounting and they said that they cant contact them. There is no way that the check is still processing. CTV here in Canada did a story on the news about how this company is ripping people off, there is also SEVERAL internet reviews/rants outlining how this company has treated "customers". I just thought I too would make it official and say I am one of the victims of this SCAM! Please help, i bhad to buy another phone on credit and now my union is on strike and i have no money. Please listen to the people and shut this business down!!!

Desired Settlement: To get the check for $730 that is owed to me. ASAP.

Business Response: check #**** for $730.00 sent 6/**

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/3/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I have purchased extended warranty They said that they will send a cheque. It's been almost half year. I call them everyday and they say that they are working on it with accounting dept and says they will call back they have never called back handset : ###-###-#### IMEI :*************** Samsung Note

Desired Settlement: $700

Business Response: This BBB 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: Better Business Bureau:

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

I did not get my cheque and I can't be patient anymore as its been over half a year

 

 

 

 

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


Sincerely,

** *** ***




 

Business Response: check #**** for $630.00 sent 6/**

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a cell phone at the ******* Store in ********* **. The rep offered me an insurance plan from Global Warranty Group for $169.99, which I purchased. This was less than one year ago. When my phone broke, not only did ******* claim that I did not even have insurance, but Global Warranty refused to pay for the phone or repair it.

Desired Settlement: I would like my $169.99 refunded from Global Warranty, as they did not honor their insurance.

Business Response: can you please provide the wireless number associated with your contract?

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. The phone number associated with this account is ###-###-####

Sincerely,

****** *******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/3/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: filed a warranty service for my phone . didnt get a check. its been almost 5 months

Desired Settlement: 700

Business Response: This BBB 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: Better Business Bureau:

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

Consumer has not received the check.


Why don't you guys give us the chque about my phone until now?
Bieacuse of irresponsible of behavior of GWG and Rogers, I have suffered without cellphone since February, as much as 5months.
Please Please! I am expecting to get reparation as soon as possible.

?

Sincerely,

********* ****




 

Business Response: check #**** for $500 sent 6/**

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased an extended warranty plan through Global Warranty Group ("GWG") to cover my cell phone. This protection was purchased in September 2012. I November of 2013 (still within my 2 year warranty term) my cellphone was lost/stolen. I contacted GWG and filed a claim as they requested. In late November I was advised that my claim had been accepted and I was charged a deductible. I was told that I would receive a cheque for about $650.00 as replacement value for my phone, a black note 1, which they no longer carried. Since late November 2013, I have been calling GWG about once a month to get an update on the status of my cheque and each time I have been told that there is no reason for the delay and that i should have received the money by now. I has repeatedly asked for an update the status of the cheque or a reason for the delay and I have been provided with none. I have now been waiting for over 6 months. GWG reps have repeatedly acknowledged that i am owed the replacement amount for my phone but have done nothing to get it to me or explain the delay.

Desired Settlement: I ask the GWG pay me the money that I am owed in accordance with my warrant agreement.

Business Response: check #**** for $650.00 sent 6/**

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought the warranty through a ******* 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 #***** for $550.00 sent 6/**

Consumer Response: Better Business Bureau:

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

Sincerely,

***** *********



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/3/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Opened up a file to receive warranty service. Still did not get anything Cheque value of approx 600 It's been over 6 months and I want this to be solved

Desired Settlement: 600

Business Response: This BBB 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: Better Business Bureau:

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

Hello.

"My name is ****** *** and I still did not receive my cheque. Please assist. I reject the response from the firm."



.

Sincerely,

*** *** ***




 

Business Response: check #**** for $525.00 sent 6/**

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/2/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: They have failed to follow through with their warranty for cell phone loss/damage. I filed my claim on Feb **, 2014 and they have yet to reimburse me the $650 for the cell phone. Even after many calls to escalate my claim I have yet to receive my reimbursement and it has been over 5 months.

Desired Settlement: Send me a check for the amount to cover the cell phone - $650.

Business Response: check #***** for $650.00 sent 6/**/14

Consumer Response: Better Business Bureau:

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


It is a sad state of affairs that it took over 5 months, multiple calls to the company, and ultimately reaching out to BBB to have the issue resolved.  I will never use Global Warranty Group LLC again.  And will warn others of their practices.


Sincerely,
******* *******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/2/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for the program when I got a line from Fido. I filed a claim since **** of February 2014 and was promised I will get a replacement phone. Unfortunately they didn't have one so a check of $300 was promised to be issued within 2 working days since February **, 2014. Up till date there has been no check.

Desired Settlement: Please can I have my check?

Business Response: This BBB 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: Better Business Bureau:

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

Thank you for getting back. This is the same thing they have said since February ** when the complaint was filed. The check is meant to be used for a replacement phone...since February ****. This is unacceptable. Yet they have taken $95 for the claim I made. Of what use is all of this to me if I'm paying $95+ $119 that I used in getting the warranty. I don't their response. All I want is my check and an end to this.


Sincerely,

************ *******




 

Business Response: check #**** for $300.00 sent 6/**

Consumer Response: Better Business Bureau:

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

Sincerely,

************ *******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/1/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased this extended cell phone warranty through verizon's local retail store. They told me (along what was stated on the contract) that GWG will cover lost/stolen/damaged phones, up to four times, for two years. The payment for the insurance was about $180 after tax. I filed a request for new phone due to a stolen phone. I had a police report filed and everything. I called them and provided al necessary information early april/ l;ate march and they told me i had to pay a deductible of $170 or so for thenew phone and i did. They then failed to contact me so i co ntacted them a couple weeks later. They told me their warehouse was out of my phone (iphone 5s) and they could give me a check instead for $650. I agreed and they told me it should take about 7-10 business days after processing. I emailed them weekes later and a rep named ***** ***** said that my claim was filed 4/*** check was accepted 4/** and processed on 4/**. She said it could take up to ten weeks. She also said she would ask someone to call me back with eta of the check. No one, evven after multiple calls to the company, has called me back with info regarding my check and i have still yet to receive my check. If you look online and google gwg wireless protection you will see there are countless people with the same story. This is becoming to the point of false advertisment and fraud. They collected aprroximately $360 dollars from me and provided no service. I have contacted them countless times and they kept saying i could speak to no supervisor or accounting office and kept lying about someone calling me.

Desired Settlement: I would like the service i paid for and get that $650 dolalr check they promised or i would like a refund of my payment for the insurance plan and the payment for the phone. I would like this to be settled within reasonable time since i have dealt with this ridiculousness for months. One business week should be sufficient for this.

Business Response: check #***** for $750.00 sent 6/**/14

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Before I move this issue to resolved, i would like to wait for the check and see if it actually appears. Once it does, i will contact bbb and state that the issue has been resolved

Sincerely,

*********** **



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/30/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Hello. I have purchased warranties from Global Warranty Group twice with each purchase covering a period of two years. I have spent over 200 dollars on each purchase. My phone (Blackberry Z10) was damaged in February and I filed a claim to receive a replacement phone on March **,2014. My claim number is *****************. I spoke with an agent who at first stated they would be sending a replacement phone immediately. I then received further contact that stated the company could not get me a replacement phone and would instead send me a cheque for $700.00. I waited a few weeks and contacted the company contact number and the company stated that they were unsure when I would receive the cheque and they stated they would escalate my claim. I have called back again since then and they once again stated they would escalate my claim and stated they would have someone contact me. I have yet to hear from anyone from this company. I can understand that it may take time to investigate a claim and send remuneration, however, it is unaccepatable to not receive contact from a company when they state they will contact a person. It is also unacceptable to have to wait 3 months for a cheque that was promised prior. I have had to purchase a replacement phone in the meantime for myself and I wish to be reimbursed. Thank You.

Desired Settlement: I wish to receive the cheque for $700 that I have been waiting for almost 3 months now.

Consumer Response: Better Business Bureau:

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

Sincerely,

******* *******

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

6/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 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: (******************************************************************).

Desired Settlement: Not only do I feel this business should have their membership in the BBB 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: Better Business Bureau:

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

Sincerely,

**** ******* *******

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

6/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a cellular protection plan for lost or damaged phone. Lost the phone and filed a claim (police report included) in January 2014. Several phone call over the past few months to the company to find out the status of my claim payment have yielded no firm answers other than the claim is with corporate accounting. Customer service cannot provide any other information other than the claim is with corporate accounting. So after several attempts to at least get a firm answer as to the status of the claim, no choice but to file this complaint.

Desired Settlement: The company should provide the service paid for and honor the claim.

Business Response: check #***** for $650.00 sent 6/*/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/27/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a warrenty with Global Warranty Group though Rogers to cover my Samsung Gallaxy S3. I lost my phone, filed a claim with Global Warranty Group, and was told that they did not have replacement phones at the time but offered me a cheque to cover the cost of my lost phone. This occured in November of 2013, and I was told I would receive a cheque within 6 weeks. Global Warranty Group right away charged me a $90 deductible. It is now April of 2014, and I have made several phone calls to customer service and the Advanced Care Team at Global Warranty Group regarding not having received the cheque yet. I have been told that they are "not used to sending cheques" therefore it is taking longer than expected. Several times customer service representatives have promised me I would receive a call back within two days regarding an update on the status of my cheque, and no one calls me back.

Desired Settlement: I expect to receive a cheque with the ammount promised to me to cover the cost of a replacement cell phone ASAP. Also, because it has now been over 5 months since the date of my initial claim, I would like to be reimbursed the cost of my deductibe to make up for the huge inconvenience.

Business Response: This BBB 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: Better Business Bureau:

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

[Being asked to be patient as I wait for a cheque that was supposed to be issued to me 6 weeks from my claim date, which was many months ago, is not a resolution. It is unacceptable that the warranty service I paid for didn't hesitate to charge me a deductable as soon as I made my claim and has failed to follow though on their payment. ]

 

 

 

 

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


Sincerely,
******** *******




 

Business Response: check #**** for $525 sent 6/**/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In september 2013 i send my galaxy s3 to promobility insurance and you did not have a replacement and said checkbwould be in mail by two weeks i called back in october they said they didn't know where it was and someone would call back in three days so i called back again after waiting well beyond three days and was told the same thing they have no idea and someone wpuld call me back its eight mpnths later and they still say the same thing i would like this resolved as quick as possible i have taken my insurance maytets to a different company forsure i am putraged that rogers would deal with such an unpganized company Your website didn't allow me to.put in my phone numbers one in dispute.is.********** in september 2013 i had been promised a check in the mail within two weeks as ypur insurance group had no replacement phones i called after it didn't come and ypu said you'd call mr back in 3 days and ypu never did so i called back you don't let me talk to a manager you say they will call back in three days i must have called 100 times or mpre it is now may ** 2014 that's 8 months very unprofessional Account_Number: ###-###-#### Account_Number: ************

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) I would like the check i was promised 8 months ago my name is.**** ******* tje.numbet in dispite is ********** and you can reach me now at ************ Id like the check to come in as soon as possiblr eight months is no way to run a buissness especially when lieing to customer and saying two weeks thanks to this global earranty promobility and rogers will never get my buissness and i am most definatly telling everyone i know do this dorsnt h

Business Response: check #**** for $525 sent 6/**/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/27/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased an iPhone 5 from Verizon Wireless (**** ********* *** ** *****; Tel. #: ###-###-####) in April 2013. At the time of purchase, I also opted to buy the 2-year insurance policy offered through the Wireless Protection Program as administered by Global Warranty Group. In late January 2014, my phone was damaged, and under the terms of the policy, I requested a replacement phone that the company agreed to overnight to my address. Unfortunately, they could not locate a replacement phone as the iPhone 5 was already discontinued. They instead offered to reimburse me $550 by check as long as I sent my damaged phone. I complied and sent my phone by UPS after only two weeks (and well within the 30 days allowed); so I could attempt to retrieve data from the phone first. It has now been over 4 months, and I still have not received reimbursement. In the meantime, I have had to buy my own replacement phone and a new insurance policy to protect it. They've told me the insurance policy I purchased through them would not extend to my new phone, despite the 2-year agreement because it is now a different phone model (even though it is still an iPhone, and even though it is their fault I could not activate the same model to begin with, as they could not provide me with a replacement). I have contacted the company numerous times over the past four months (speaking with ****, ********, *****, *******, and others - no one will give their last names or employee identification numbers) to find out the status of my claim, to find out when a check would be issued, and to find out when I could hope to receive it. In these conversations, they have refused to provide me with adequate information about my reimbursement timeline and the status of my claim, refused to let me speak to supervisors, refused to connect me to anyone in accounting who could actually offer information about the check-issuing process, and refused to give me a concrete date my claim would be paid. The only information they have provided is: the claim was supposedly still being processed into March; and by April, the accounting department had approved issuing a check which was supposed to be issued and mailed by the end of April. May ***, I spoke with them again to find out why I still had not received my check, and they could not even tell me if a check had actually been issued - just that it should have been. I told them they had two weeks to have a check delivered to me or I would file a complaint with the Better Business Bureau. Despite giving them three weeks, I still have no reimbursement. I phoned them again today, and yet again, they refused to give further information beyond, "Accounting said a check was supposed to be issued by the end of April." Because they claim the accounting department is located elsewhere, they claimed, again, they could not connect me with anyone in accounting or provide a number at which I could contact them directly. I am irate at this point. It has been more than four months. They have my old phone. They have the money I spent on an insurance policy that apparently doesn't actually ensure any of the results you will need in the event you have to file a claim. And every time I speak with their customer service only to be rebuffed and unsatisfied, they have a little more of my sanity. Please help me recover what I am owed under the terms of my policy.

Desired Settlement: I still want the company to issue the $550 they said they would issue back in January. I was expecting a phone the next day; I wasn't expecting to have to buy a new, more expensive phone out-of-pocket and still not be reimbursed four months later. I also want them to reimburse the cost of the insurance policy they have not honored for the entire two years agreed upon. The policy cost $195.96 ($179.99 + $15.97 NYS tax). I was only able to use the policy from the purchase date 4/**/13 thru the last week in January 2014. That leaves 15 months out of 24 months they are not honoring their coverage. 195.96*15/24 = $122.48 Total reimbursement I expect is $672.48. In a perfect world, I'd also request that they put a disclaimer on their advertising stating that if they can't locate a replacement phone for you, you will have to jump through hoops for four months, only to be jerked around and led on, without ever receiving any compensation on your claim until HOPEFULLY the BBB can help you. I'll settle for a check, though, and the hard-learned lesson to never buy a "protection" policy from the Wireless Protection Program of Global Warranty Group again. I hope others will also benefit from this lesson.

Business Response: check #***** for $550.00 sent 6/**

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My phone broke in February of this year. Global Warranty Services sent me a new phone, which worked only a short time. I called them and they said that they would send a new one. It never arrived, even though I received two email confirming that they were sending a phone. I called them again and they said that they had no phones of my type, and they were issuing me a check for $580.00 to buy me out. Then I received another email about sending me a phone again. I called them again and they said all the emails were in error, and I would be getting a check. The check never arrived. After several phone calls, they put me "on the expedited path", and my check would be coming. Each time, they promised that they would have someone call me back, but no one ever called. I called again today, and they said that my request to find out when the check is coming and have some one call me is now marked "critical" (a new path). I think this is just another stall tactic. I have had at least 6-7 promises to call me back. I just want my $580.00. A U. S. Cellular rep tells me that they no longer do business with this company because they owe them a lot of money for phones they have sent them. I really need my money, and this company owes it to me. Can you do anything about this? These are definitely stalling tactics, and I am afraid that this company could be in trouble, so I would like my money as soon as possible. In any case, I don't think they deserve your A+ rating as a company.

Desired Settlement: I would like the promised refund check ASAP, This has gone on ridiculously long enough. .

Business Response: check #***** for $580.00 sent 6/**/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/27/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased extended warranty with the Global Warranty Group back in December of 2012 when I purchased a Samsung Galaxy S3. In October 2013, my phone had some hardware issues and I filed a claim with GWG and I was told that I had to pay a deductible of 95 dollars and to send my phone in and I would receive a replacement one within a few weeks. Next thing I know, I'm checking their track a claim website where you can check the progress of the delivery and it said my claim has been placed on hold and I had to contact them. Had I not seen that, I probably could have been waiting much longer since they did not contact me. They told me that the Galaxy S3 was being discontinued therefore they would send me a check to cover the cost of the phone (which I was not happy with since the check would not cover the cost of a brand new phone which is what I was told I would receive). After that was settled, I was told it would take a few weeks for the check to come in. It is now June **, 2014 and I have yet to receive my check. I have called many times and I have just been told that my call will be 'escalated'. I e-mailed customer service and I am being told the same thing. I only received one call back from this company just to tell me they had no information and every other time, it has just been avoidance and silence. I am tired of waiting for my check.

Desired Settlement: I am being frustrated with trying to contact this contact for information or my check. I would like to receive my check by the beginning of July for the amount that was agreed upon.

Business Response: check #**** for $475.00 sent 6/**/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/27/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I filed a warranty claim on February ***, 2014. My HTC One phone was damaged and stopped working. They charged the credit card immediately, $95 deductible and $381 deposit until the damaged phone is returned. They did not have any HTC One replacement phones in stock so they said they were going to send me a check of $650 to purchase the phone. The agents told me that I would receive the check within 3 - 5 business days. After 2 weeks of not receiving the check or a call, I called numerous times to escalate this problem with them. The agents told me their accounting department would call me back to discuss the issue. I have not received any calls back. It has now been 2 months. I had to purchase a phone out of my own pocket, including the cost of the deductible and deposit.

Desired Settlement: I would like my check of $650 for the warranty. Once I receive the check, I will mail them back my damaged phone to receive the deposit of $381.

Business Response: check #**** for $650.00 sent 6/*/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On March ****, 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 **** 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 ****, 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 **** and told the agent that if I did not receive a reply in 24 hours I would be contacting the BBB. 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 **** 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 BBB 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: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, 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 BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** ********




 

Business Response: Check   #**** for $650. issued 6.**.14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/27/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I filed a claim with Global warranty group in January 2014. They were unable to replace my cellphone and promised a reimbursement in the form of a paper check of $500. On 1/**/14 it was approved. To this date they have failed to send the check or provide any communication or update to our claim. The phone number provided claims to be a third party answering service who cannot connect me to a superior or a department where I can get answer to the status of my reimbursement. They dismiss by telling me to someone will call me back in 1-2 business days or to email a general info email address both to which has gone unanswered three months later. the customer service agent agrees this is unusually long but cannot provide any answers, any updates or any timeframe. I have called about once a week for the past three months and get the same runaround, that my check has been approved in accounting but has yet to be sent out. When I ask when can I expect it they cannot give me a direct answer. I question if they have the intention to send us the check.

Desired Settlement: I think it is fair to ask for the compensation we were promised and rightfully due, check for $500. Also any communication or response is required. We need to know WHEN we can expect our refund.

Business Response: Please provide wireless number or claim file number.

Consumer Response: Better Business bureau
my response to the question from global warranty group is **********. When they pull up my account they will be able to verify my claim, the dates, and my dissatisfaction with this entire matter.



 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********
?

my response to the question from global warranty group is **********. When they pull up my account they will be able to verify my claim, the dates, and my dissatisfaction with this entire matter.

Sincerely,

****** ***




 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/27/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased 2 year extended warranty on iPhone 5 at Rogers Wireless dealer for $150. The plan called for replacement of phone if lost or stolen. Plan sold under name of Wireless Protection Plan, which I determined from their call centre was part of the Global Warranty Group. Claim made and accepted November *, 2013. Told that they had no iPhone 5s available, so would I like a check for $685? If yes, they'd charge my credit card for the deductible of another $149 and gave me Claim ####-###-####-****** and told to use *************** to follow my check timing. They said my check would come in 4-6 weeks. Checked website but it says nothing of value. I have called the call centre (###-###-####) about once a week since then, always with the same story: "we're so sorry the phone wasn't available and a check is coming. It's being processed. We'll escalate your matter to our processing group and they'll call you at the number we have. It takes a couple of days for them to respond." I did actually have a message left on my answering machine in February saying the check would likely go out at the end of the month. No one single call or acknowledgement after all my calls to the call centre. I have lived without a replacement phone for 6 months!!!! I am very surprised that this company would be approved by the BBB with this type of action. Thank you for your assistance.

Desired Settlement: I want my check payable to me under the warranty agreement as they have acknowledged they are processing 20 times.

Business Response: This BBB 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: Better Business Bureau:
P
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 

 The "delay" identified in processing has been going on for over 6 months now. There is no excuse for such a delay when the point of the obtaining such a warranty is to assist immediately in replacing the missing item. Assuming GWG is I'm fact solvent, it should desist with the delay tactics and make good on its financial commitments! Writing a cheque can be done manually (I'll come and show them how). One can only assume they have no intention to pay. I would like the BBB to continue to assist In overcoming these weak and entirely unreasonable excuses. How long can this company continue with the delay tactics in Al good conscience?. 

 

 

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


Sincerely,

****** *******




 

Business Response: check #**** for $699 sent 6/**/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/26/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: The LCD screen on my husband’s Samsung Galaxy S4 phone got a crack in it at the end of January. We put in a claim to Global Warranty Group (GWG) and they sent another phone within 48 hours. After a few days, my husband had everything loaded to his new phone. However, he noticed the microphone didn’t seem to pick up any of his words. We then figured out his speakers didn’t work as I couldn’t hear him when he called. When I called him, his phone would freeze. We contacted GWG as the phone was under warranty and started a “redo” claim. We waited 4 weeks and no phone came. After several attempts at calling the support line with no new information on the status of our phone, I contacted ***** ***** the ******** ***** ******* at GWG. He put me in contact with a representative that said they did not have any GS4 phones and offered me a check for $650 instead. I accepted. Allen said it would take roughly 6 weeks for me to receive my check. The replacement phone was sent in and received by them on March *, 2014. It is May **, 2014, over 3 MONTHS later and I still don’t have a check. I called the customer information line and got my claim sent to escalations, who was supposed to send it to accounting, who in turn was supposed to call me with an update. It has been 2 weeks and I haven’t heard back. How is this company rated A+? It makes me question the validity of your ratings. If this company can take my phone and keep my money for over 3 months (4 months since first claim) and still have an A+ rating, it doesn’t give me much confidence in your credibility. I am writing to you, to hopefully get help or advice on how to get the check I deserve. Background: When I purchased the warranty, I was not aware it was not a direct product of ** ********. I was also not aware that ** ******** had "dealer" stores that could sell other products. When I bought the phone/warranty I thought it was through ** ******** and not ******** *********. Apparently, ******** ********* and GWG had a fall out recently and instead of settling it between them, the customers are taking the hit.

Desired Settlement: I would like the check they promised me for roughly $650. It would be nice to be reimbursed the money I spent for the "warranty" plan, since they did not fulfill their Replacement Phones Shipped within 24-48 hours guarantee, but all I want right now is the $650.

Consumer Response: Better Business Bureau:

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

Sincerely,

***** ********

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

6/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: I want someone there to take the 5 minutes it takes to write my $600 cheque to actually write my cheque and help me finish this whole debacle.

Consumer Response: Better Business Bureau:

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

Sincerely,

****** ******

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

6/26/2014 Problems with Product/Service | Complaint Details Unavailable
6/21/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: 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 #**** for $650.00 sent 6/**/14

Consumer Response: Better Business Bureau:

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

Sincerely,

**** ******


 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/21/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Our debit/checking card has been charged $5.99 per month since December 2012. Called Global Warranty to resolve unsuccessfully. The charges were made on a cell phone that we do not have and have not had since 2009-10! The billing was done through Verizon who claims to have no record of the charges. After speaking to Verizon, I called Global Warranty and was told that they would cancel the service I never had and they would only refund back 120 days which is only $23.96. I made it known that the charges were unauthorized and we were with ATT since 2010! He continued to state their policy. I sent an email that I should have checked my records better to catch the unauthorized charges but that they were still in the wrong. Please help. It's the principle of the thing. I know it's not much money but that is stealing and a terrible business practice.

Desired Settlement: The company will only refund 4 months out of the 15 months we were charged. I would like the other 11 months charges totalling $65.89

Business Response: we need to see the cancellation request that was sent to cancel prior to 3/*/14 in order to process any type of refund.

Consumer Response: Better Business Bureau:

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

 

I have forwarded my email cancellation request(s) with Global Warranty and the communication thread.  I could not attach my email on this page.  Had trouble copy and pasting email.  Will call today.
I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is not  satisfactory to me yet due to the questionable amount they owe me.  When I receive this information on how much money they took out of my account through Verizon Wireless, then we can resolve this matter.
.


Sincerely,

***** ********

*** NOTE TO GWG: ATTACHED IS CONSUMERS CONTRACT WITH **** SHOWING THE BLACKBERRY WAS TRANSFERRED TO **** ON 4/**/2009, SO ALL CHARGES FOR THAT PHONE SHOULD BE REFUNDED. 




 

Business Response: We have requested supporting documentation from the customer and have not gotten that documentation.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business(GW) in reference to complaint ID *******, and find that this resolution is NOT satisfactory to me.  I prefer to deal with ***** ****** at Global Warranty from here on out because I am not impressed with the BBB and it's representatives.  ***** at GW Group has been MORE THAN HELPFUL with the case and very nice and we have kept in contact.  I am currently having a health problem and am in a cast. There is NO MORE PAPERWORK TO GIVE ANYONE...When GW gets there money back, I will get mine.  The matter has not been resolved, but I am dealing directly with GW. Through some of *****'s research she found that the check fraud that occurred was our checking account but under the name *****, not ********.  ***** has been investigating more into the matter and I do not wish to deal with BBB.  I WILL, HOWEVER, LET YOU KNOW WHEN THIS MATTER IS RESOLVED.  

Sincerely,

***** ********



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/21/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: In April of 2013 I purchased a warranty with global warranty through rogers wireless. I was told if I paid $110 I would be covered for 2 years, if anything happened to my phone(lost, stolen, broke) I would get a new one no questions asked. In late august 2013 I lost my phone. I contacted global warranty and they had said I need to make a police report, so I did. I called back with my report number and information and they said I would be changed a processing fee of $95 on my visa. I never recieved a call from the company regarding my phone. When I attempted to call them they told me that they did have any phone in stock so they would be sending me a cheque for $650(which doesn't even cover a new phone) I emailed their customer service and no One has ever got back to me. Everyone I call they don't know what's going on and they said they will call me back and no one ever does. I written them a letter and have sent it through the mail and I haven't gotten a response from no one.

Desired Settlement: I want the cheque they said they would send me and haven't yet. It's been almost a year!

Business Response: check #**** for $650.00 sent 6/**/14

Consumer Response: Better Business Bureau:

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

However, I still believe that this is just a settlement because the $650 doesn't cover the full price of the phone. I still have to pay taxes on the phone which will cost me $100+. If they had the phone I wouldn't have to pay any money out of my own pocket. But instead I paid a processing fee of $95, it's the most expensive warranty I've ever purchased. 

Sincerely,

********* ******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Almsot 3 month ago,i claimed warrenty of my cell phone - replacement of cell phon.I paid around $385 for deposit of my old phone, and $90 application fee for my new phonSo i paid over $470 but i didn,t get any cheque . I recieved call staff of warranty company ,she told me she will send 500 cheque over 2 month ago. I talked staff of call center of warranty company several times,but they alway answered same.Even they didn't know why process take it long. I am very upset and didn't understand why does it take too long even i paid over 470 dollars include deposit for my old phone. Please. Take care my complain. Thank you. Account_Number: ************

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) I want to replacement of cellphone or 500 dollar cheque because they told me i can get 500 dollar cheque for replacement of cellphone-my brokend phone is note1 of samsung .batery didn't charge . I paid 127 dollar for buy warrnty when i got my brokend phone and 470 dollar extra pay for claim of replacement. And i want to refund deposit too. Of cause i will send my old phone afther get cheque or repalcement of cellphone.

Business Response: This BBB 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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I filed a claim on Feb. **, 2014 for my Apple Iphone 5. I was told I would recieve a replacement phone since my phone was not charging. Several days later I went to the company website to check the status of the claim and a message told me to call customer service. They proceeded to tell me they do not have any phones in stock and instead they will send me a refund check of $550. It is now June and I have yet to recieve the money. I call weekly to check the status and they continue to say it is being processed and they have no further update. Each time I call they say they will contact the escalations team and will call back within 24-48 hours. I have never recieved a call back with an update. I came across a website where several other customers have had similiar issues and never recieved their money. They called this company a scam and warned people not to purchase their insurance.

Desired Settlement: A refund check of $550.

Consumer Response: Better Business Bureau:

I recieved the check in the mail on 6/** for the full amount of $550.

Thank you,
*** ***********



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: January *, 2014 I contacted GWG to start an insurance claim for an LG Optimus G cell phone. A claim was opened. A $95 CDN deductible was charged to my credit card. I was give the option to either: a) send my old phone in via registered mail, and a replacement phone would be sent out once the original was received, or b) to have a hold placed on my credit card for the outstanding value ($383 CDN) of the old phone, the replacement would be mailed out right away, and the hold would be removed once I mailed in the old phone I selected option b) and a $383 CDN charge was placed on my credit card. I was told a replacement phone would ship out within a week. About a week later, I received a phone call where I was told my phone was no longer available, and if was okay for them to send me a cheque for $450 CDN instead, to cover the cost of a new phone. I agreed. I was told the cheque would be mailed within the next 3-5 business days. My claim was closed on January **, 2014. 2 weeks later, I had not received anything from GWG. I have been phoning them every 2 weeks since then to find out why, and the response has always been the same, "They are backlogged, and sending cheques out as fast as they can." 4 months later, I still have not received anything. I have escalated my claim with GWG several times, requesting call-backs from the Accounting Dept each time. I have never received a call-back of any kind from GWG. I have tried to talk to *********** or ******** or to get transferred to the Billing/Accounting Dept, and have been given the run-around every time I call. There's no way that it should take 4 months to process a $450 CDN cheque. I am currently out: $95 + $383 + $450 = $928 + interest as it's sitting on my credit card

Desired Settlement: I would like to see the $450 CDN cheque in my hand ASAP, something that should have happened 3.5 months ago. I would also like to see the $383 CDN charge refunded to my credit card. And, it would be nice to get a refund on all the interest accumulated on the above. It would also be nice to get an apology or explanation or something extra for having to wait over 4 months for something that should have taken less than 2 weeks to accomplish.

Business Response: check #**** for $450.00 sent UPS tracking ******************

Consumer Response: Better Business Bureau:

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

Sincerely,

******** ****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased an insurance plan from Global Warranty Group from my cell phone carrier that was supposed to cover two purchased smart phones. I made a one time payment for the coverage of over $300. About 6 months after I had the insurance plan I had an accident with my phone. I contacted Global and based on the insurance plan I had to send a $100 deductible and the damaged phone. This occurred in November 2013. The company later let me know the phone I sent they didn't have a replacement for and that they would send a check for the value of the phone. This has been over 6 months ago and I have called weekly to get a resolution and customer service cannot help me but they informed me that they are sending messages to the relevant department but I have yet to speak with someone that can help me with this issue. At this point I am out almost $500 sent to Global Warranty and I still don't have a phone and the amount they want to refund me is $500.

Desired Settlement: The desired outcome would be a refund promised for over 1/2 year now sufficient to purchase another phone of the same type or better. Also the amount that they gave for the refund is insufficient to purchase the same model of phone that I sent to them (Samsung Note 2).

Business Response: check #***** for $550.00 sent 6/*/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In December 2013 I purchased 2 cell phones thru Verizon and signed a wireless protection plan thru global warranty. In January the phone became defective and was sent in. They contacted me and informed me the phone I had was no-replaceable but they would send me a check $ 350.00. I have called them over 5 times and been told each time that a rep would call me to give me an update. No-one has called. They keep telling me its in the process mode of the system but no check has been issued. What really aggrevates me is the fact they say someone will call me back within 24 hrs- This has not happened. It going on 4 months now plenty of time to rectify this.

Desired Settlement: I had to send them a $90 co-pay before they would even start my claim, How is it they can charge me a co-pay for no service settlement? All I want is to get my refund check and to get my new phone. An apology for horrible customer service would be nice and maybe refund my $90.00 for such a long drawn out process. All I will say is I will NEVER do business with them again !!!!

Business Response: check #***** for $350.00 sent 5/**/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I filed a claim for a replacement iPhone 5S with this company Wednesday May ****. At that time, I authorized a $179 deductible and a $699.99 hold on my debit card to ensure 1-2 business day expedited service. GWG did not delay in the slightest in charging my bank card for both transactions. They referred me to their "***************" web site for updates on the processing of my replacement order. Not seeing any new updates since 5/** - where actually there was only a vague "phone ordered" update with no tracking number or shipment date provided - I called Friday evening, May **** for an update. I was told by their customer rep that actually, my white phone wasn't available and would I accept the gray or gold model? I told them gray was fine but I was baffled as to why I wasn't informed of the delay neither by email, nor phone, nor trackaclaim. I instead had to call myself to discover the issue. Further, this "delay" set the 1-2 business day clock back to zero! My cell phone is a critical part of my every day life and you better deliver especially when you have charged me $700 to "expedite". Now, having called GWG 3 times since Monday morning, I have received no tangible update whatsoever from any of their service reps and the trackaclaim site continues to be useless, or perhaps it is the most accurate source of information, indicating that nothing has happened since the 5/**/14 "update" that my phone was ordered. This is completely unacceptable. How can they do business this way, extracting $700 which is half a month's rent from me, to NOT expedite at all??? What did I pay for exactly??

Desired Settlement: I would like my iPhone 5S provided to me no later than FRIDAY MAY ****.

Business Response: **called ***** back and let her know that we could either
send the customer a new charger, replace the SIM card or process a redo through
one of our Vendors - we will not do an in store redo at this time**

Consumer Response: Better Business Bureau:

Please send me a replacement charger that is an Apple-brand charger.
 
I am disappointed in my interactions with your company and I will advise friends and family to avoid doing business with you. 

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

Sincerely,

******* ********



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I broke my phone and have my insurance through them. First they sent me the wrong phone. Now they said my new phone would be there within 2-3 business days. I still have yet to receive the phone and it's two weeks later. They don't me any information other than saying they are sorry and forward my concerns to the escalation department by way of email. They say they can't call the department. When I ask for a ********** I get transferred to another department that can't help me. I asked to get the name of the head if the company I was told "I can't do that but you can find it on our website." It is NOT listed on the website.

Desired Settlement: I would love delivery of my replacement phone and a refund of my deductible I had to pay since I was told I would get my phone in 3 days and it's been 2 weeks

Business Response: cancelled claim 6/*/14 and refunded hold and deductible.  Please allow 3-5 business days to see that reflected on bank side/

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 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 #***** for $750.00 sent 6/*/14

Consumer Response: Better Business Bureau:

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

Sincerely,

***** ****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased an extended warranty for my iPhone 5 for $179 from Global Warranty Group. The primary selling feature of the warranty was the guarantee that a new phone would be in my hands 2-3 days after filing a claim. At the beginning of March 2014, I filed a claim for the phone because it is no longer working properly (eg. most calls go directly to voicemail, the phone's battery dies shortly after being fully charged, etc). Initially, I was told that a new phone would be delivered within 4-5 business days, and that I would receive an email when the phone shipped. I also agreed to pay a $179 deductible and to have a hold of $799 (the value of the new phone) put on my credit card, which I was told would be reversed once I returned the broken handset. After a week, I had received no email and no phone. I called customer service and was told that my phone was not in stock, but that the company would like to send me an $850 cheque instead - they noted that they could not send the cheque instead of a phone without my authorization, and acknowledged that they should have called me to seek that authorization. I was told that the cutting of my cheque would be expedited within 1-2 business days, and that I would receive it within 4-5 business days. It has now been over a month since I filed the claim. I have called Global Warranty Group's Wireless Protection Plan no less than 5 times. Each time, I am told that accounting is 'backed up', that they can't tell me when a cheque will be sent, that they have noted on my file that someone from customer service needs to call me back. Most recently, I indicated that if I didn't receive a phone call the next day telling me when a cheque would be sent, that I would contact No Wires Direct (the company that sold me the phone), my wireless carrier and my lawyer). Nonetheless, I have still received no cheque and no phone call. I would appreciate your assistance with getting this issue rectified. I also noted that there are a large number of similar complaints about this company noted on your website, and yet the company still has an A+ rating. While I realize that this is based on a number of factors, you may wish to re-think that rating in this case. Ignoring claims for weeks or months seems to be business as usual for this company, which is appalling.

Desired Settlement: I would like Global Warranty Group to immediately send me the $850 cheque as promised, refund the $179 deductible I paid and offer compensation for the fact that I have been without phone service for a month, and as a result I have missed urgent calls related to work and family emergencies.

Business Response: claim  was cancelled and refunded on 5/**/14 no further action to be done


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/10/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: 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. **** 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 *** 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 #**** for $730.00 mailed USPS on 4/**/14

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, 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 BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** **




 

Business Response: check
#**** for $730.00 sent 4/**/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/10/2014 Problems with Product/Service | Complaint Details Unavailable
6/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In June of 2013, I purchased an Iphone 5S from Verizon Wireless and was offered a warranty insurance through the Global Warranty Group LLC (GWG) in the amount of $200.00 (paid up front) for a 2 year warranty on the Iphone 5S. On December **, 2013, I filed a claim with the Global Warranty Group LLC (GWG) for the Iphone 5S, which had been stolen. I faxed over to GWG, a copy of the police report and paid them the $180.00 deductible (which they took out of my account, that day via use of my debit card). I was told that I will be receiving a check within 7-10 days in the amount of $650.00 for replacement of the phone because they could not locate an Iphone 5S. I called on January **, 2014, and was told that the check was mailed. So, I waited another 2 weeks, before I called back, because I had not received the check. I was told that the accounting department is behind due to the issues with the Iphone 5S and that it is taking longer than expected. I called again on February **, 2014 (spoke to ****)....and was told the same thing about accounting. I called again on March **, 2014 (spoke with ****) and was told the same thing. I called again on April **, 2014 (spoke with ******) and once again was told that accounting is backed up and she will, along with all the other representatives I have spoken to since December of 2013, that they will put an expedited request for my reimbursement check to be issued. I have asked on every phone call, if I could speak to a ********** and was told either, the ********** wasn't available or that the **********s do not get on the phone with consumers (told to me by ******). I asked for their 1-800 phone number, because at the time that I purchased this insurance, I was told they are open 24/7. (Their website even states this). The only number I can obtain from this company was ###-###-####. Which only has call hours from 9a to 5p. The representative (******) could not give me the 1-800 number, because she claimed to not know it. I asked to speak to someone in accounting and was told that they do not take calls either. What kind of company is this? This company, Global Warranty Company LLC was paid $200.00 for my purchase of their warranty program, and $180.00 for the deductible for my claim, and I was told I was going to receive a check within 7-10 days in the amount of $650.00 for replacement of my phone, because they could not replace it. This has been on ongoing struggle to obtain what is rightfully mine. This company is a SCAM. Is this even a real company, because I have never seen a company do service like this. This company should be shut down, for their ethics. I have read many complaints about this company. I've even gone back to Verizon Wireless, who sold me the warranty and they said they no longer offer GWG's services because of all the complaints. I'm now thinking to obtain an attorney, to get my money returned, which I will be requesting all attorney fees and court costs be paid by GWG.

Desired Settlement: Not only do I want the amount of the cost of the phone which they claim is $650.00. I want to reimbursed for the $180.00 deductible. And if I need to obtain an attorney to bring action against GWG, I want to be reimbursed attorney fees along with any court costs.

Business Response: This BBB 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: Better Business Bureau:

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

I do not accept GWG's response at all.   As I've stated in my original complaint, this problem has been going on since December **, 2013. I've spoken to their representatives and they either can not help me or they don't know what answer to give me.   I paid $200 (in full)  for insurance coverage, which GWG had no problem accepting my payment for cell phone insurance coverage.   When Imade a claim, GWG immediately  withdrew $180, from my checking account, for their deductible.   As I'm yet to receive my check for $650 to reimburse the phone that they could not replace.  I think waiting almost 6 months, with no correspondence on GWG's part... Is patience enough.   I do not want this complaint to be deemed resolved until I receive the $180 deductible and the $650 check for the phone I never received.   If I have to.... I will hire an attorney and GWG will be responsible for attorney fees as well.   DO NOT CLOSE THIS CASE.

THIS COMPANY IS A SCAM AND SHOULD NOT BE ABLE TO SELL ANYTHING TO CONSUMERS   e]

 

 

 

 

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


Sincerely,

******* ******



 

Business Response: check
#***** for $650.00 sent 5/**/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Global warranty group has been deceiving not only myself but hundreds of other customers who have purchased the warranty estimated price of $129.99 promising the customer who have been purchasing the warranty while activating a phone at the telecom company 'Rogers'. I have claimed *** of January 2014 because I have dropped my phone on the ground cracking and damaging the phone. I have come impatient with the lie an deception of this warranty group because I have sent my broken phone as well as the deductible of $95 to the warranty group. On the day of the claim they have stated that within 3 to 4 business days, they would give me a call-back regarding to the status of the phone. On the third call to GWG, they have told me that because the phone is out of stock, they would send a check of $630 which assumes to be the price of the phone. I have been gradually becoming impatient by calling them almost everyday but they would inconsistently stating that first, they sent my check through regular post, but as I have called later to check up on my status, they said the check actually was not legitimately sent. I am growing very impatient with this is absolutely non-sense. I start to feel this GWG company is full of fraud, deceiving, robbing and psychologically irritating not only myself, but everyone who is experiencing the same situation. It have been almost 4 months since the claim and I could not use my phone since they wanted me to send the phone off to them without an even sending me the replacement phone. I have been just paying my bills without using my phone. This is just outrageous. Please BBB, help to prevent this further more for the sake of everyone including myself.

Desired Settlement: I have spent $129.99 towards purchasing the warranty from the North Road Kinetic Rogers and I have also payed to GWG for the deductible of $95. I wish to get compensated for the amount of payments I have stated above plus the 4 months of Rogers phone bill estimated to be $240 in total because I have been paying the bills without using the phone due to the replacement of the phone or the check not being sent to myself. I also want this GWG company to compensate and be responsible as a 'Warranty Company' for the psychological experiences I have been through. I have hard time sleeping. I am currently suffering from ******** due to the stressed caused by this problem. Because they currently have my phone with them, I cannot risk myself to exterminate this unfortunate relationship with GWG. I urgently need my phone back to either fix it for my self or GWG sending the check effective immediately. Please BBB, help people like us who are in trouble at the moment. Thank you so much.

Business Response: This BBB 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: Better Business Bureau:

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

I did not receive my cheque

 

 

 

 

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


Sincerely,

****** ****




 

Business Response: check #**** for $630.00 sent 5/**/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In February 2014 we contacted the Wire Protection Program ###-###-#### and spoke with a customer service representative to file a claim for a replacement phone to replace our damaged LG 4G LTE Verizon phone (###-###-####). We were initially informed that a replacement phone would be shipped to us within a couple of days. A few days later we received a call from Wireless Protection Program customer service representative informing us that they were unable to obtain a replacement phone from their suppliers and offered to send us a check in the amount of $575.00 as payment for a replacement phone. On March *, 2014 we accepted their offer of a check instead of a phone. We waited a few days without receiving a check and called the Wireless Protection Program and we were told that our check was in process. We have continued to call the ###-###-#### line approximately every 10 days or so. Each time we have spoken with a customer service representative they have informed us that our check was in process. Since it has been 3 months from our initial agreement to accept a check as payment for our damaged phone we feel that Global Warranty Group has not honored their warranty program commitment through their Wire Protection Program.

Desired Settlement: We would like to receive the check that was promised to us as a fulfillment of the commitment made to us by the Wireless Protection Program customer service representatives beginning on March *, 2014.

Business Response: check #***** for $550.00 sent 6/*/14

Consumer Response: Better Business Bureau:

We received a check in the mail today June *, 2014 in the amount of $550.00 exactly one week after first contacting the BBB.  I credit the BBB as the sole reason that this check is finally in our possession.  Having said this, I feel that the actions that the Global Warranty Group took were completely unprofessional, irresponsible and dishonest in not honoring their warranty program commitment until we forced their hand by filing this complaint with the BBB.  The check that we received was dated March **, 2014, which means that they held this check for over 2 months and didn't release it for payment until the BBB became involved.  By creating a separate customer service company "Wireless Protection Program" under the Global Warranty Group umbrella, they have structured their company in such a way as to completely isolate the customer from any meaningful contact with anyone who can help them resolve their issues.

I find that complain ID ********, has been resolved to my satisfaction. 

Sincerely,

****** ******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/10/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I have purchased a protection plan from this company that covers lost/stolen or broken cellphones. This plan covers either a replacement device or a check for the value of the device. On March ** 2014 I contacted them and processed a claim for a lost Samsung S3. At this time I was advised that I would have a check mailed out and they also collected a $130 deductible from my credit card. It has now been over 2 months and they have not issued a check, nor can they offer me a timeline for when a check will be sent. I have spoken to them numerous times and each time I am advised that it has been escalated and that a representative will call me within 48hrs.

Desired Settlement: I would like to receive this promised check or a like replacement with the advertised timelines of Replacement Phones Shipped within 24-48 hours

Business Response: check  #**** for $850.00 sent UPS ******************


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/10/2014 Problems with Product/Service | Complaint Details Unavailable
6/10/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Wife went to a store May * 2012 who claimed to be Verizon to get a phone for account [redacted], they used warranty which was later found to be 3rd party through "Global Warranty Group. We first ran into problem Sept 2013 with replacement phones being sent (we were getting defective phones...cracked, non functioning, etc), and finally, back on Oct *, 2013, we were told GWG would be issuing a check to offset cost of a new phone purchased on our own. On a followup call a few weeks later, we were told the check was shipped, but no check number nor tracking number was given. When November arrived, we called again, waited on hold 40 minutes, was told "it should be there any day". Called in December, was told "it's been escalated, we will call when we find something out" January, was told "it's been escalated, we will call" February, we were told "we will investigate why the check hasn't been sent." March, we received an email that "your item has shipped"....again, no tracking or any other info...when we called, no one knew the origin of the email, or what was sent (phone, check, etc) April, was told by **** (or ****) they would "have accounting into it" May, again reached **** (or ****), he said "Accounting hasn't answered". Also stated that it was unprofessional, and he too would be livid, however there was no extension for him to call accounting, there was no ******** or *********** that he could have look into it, that they work away from the other offices and ***********

Desired Settlement: Only acceptable outcome at this point is the $350 we were told would be sent 8 months ago.

Business Response: This BBB 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: Better Business Bureau:

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

This is the same excuse we've received every month since November 2013. A "delay" should NOT take six months to resolve. No one from the GWG can tell us why, nor when this check will be sent, and their fallback is "We are waiting to hear back from Accounting".  

 

 

 

 

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


Sincerely,

******* *********




 

Business Response: check #***** for $350.00 sent 5/**/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/7/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought an insurance policy from the Global Warranty Group Wireless Protection Program on October *, 2013 for my Verizon Apple iPhone 5s 64 Gig Space Grey (the Verizon cell phone number is ###-###-####). The insurance policy is in my wife's name -- ***** ******** -- because our Verizon account is in my wife's name; and the "activation number" on this Global Warranty Group Wireless Protection Program insurance policy is ********. My iPhone, covered by this insurance policy with the Global Warranty Group Wireless Protection Program, broke on February **, 2014, and I filed a claim with the Global Warranty Group Wireless Protection Program on February **, 2014. My "claim number" is ******************. I mailed, via UPS, my broken iPhone to the Global Warranty Group Wireless Protection Program on February **, 2014. The Global Warranty Group Wireless Protection Program received my broken iPhone on March *, 2014, and they said they would send me a check for $850 to replace my broken Verizon Apple iPhone 5s 64 Gig. Their Accounting Department approved my check on March **, 2014. It is now April **, 2014, and I still have not received my check for $850. I have called the Global Warranty Group 19 times between February **, 2014 and April **, 2014 and they cannot tell me when I will receive my check for $850.

Desired Settlement: I want to receive my check for $850 from the Global Warranty Group Wireless Protection Program.

Business Response: This BBB 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: Better Business Bureau:

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

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

 

 

 

 

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


Sincerely,

******** ********




 

Business Response: check #***** for $850.00 sent 5/**/14

Consumer Response: Better Business Bureau:

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

Sincerely,

******** ********



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My iPhone 5S was stolen on Saturday May **** and notified the Wireless Protection Program (a subsidiary of Global Warranty Group) on Sunday May **** and filed a claim to replace the stolen iPhone. I filed a police report with my local police department as requested and submitted all requested information on Sunday night. I was charged my $150 deductible on my VISA on Sunday night as well. The representative I spoke with advised that it takes about two days to process the claim and that I should receive the iPhone within two business days after it is approved. On Monday May ****, I received a confirmation that my claim had been approved and that I was going to receive another email with tracking information to come shortly. This was the last written correspondence I've had with Global Warranty Group. I called in on Tuesday May **** and spoke with an associate regarding me not receiving my tracking information. She advised to me that she would forward this request over to the company's escalation department and that I should receive the tracking information the following day. I didn't receive any emails from the company so I contacted them once again on Wednesday May ****. The representative I spoke with advised that he did see the request and that there was no tracking information available to give to me. I requested to be contacted once the tracking information was received so that I could make sure that I had that information for my records. I did not receive a call but managed to locate the tracking information on their website the following morning (Thursday May ****). I checked my tracking number on Friday May **** and noticed that the status had not changed on the package so I contacted the company once again. I was advised that the escalation department is unavailable and that I would need to wait until Tuesday May **** to follow up and figure out where my iPhone was. I stressed my concern with the lack of communication and requested to be contacted once any new information was found. I waited the entire weekend under good faith that the company was just experiencing a slight delay in handling my claim. I checked the status of my package earlier this morning (Tuesday May ****) and still no update had been made so I contacted the company once again. The representative I spoke with advised that the package is awaiting pickup and that I should receive the iPhone by tomorrow or Thursday. I tracked the package once I arrived home from work and noticed that the status still had not been updated. I am very frustrated and concerned that I have yet to receive my iPhone and that I have to continually follow up with the company in regards to the status of my claim. The company has failed to provide service to me within the set time frame and has yet to keep me updated with any problems or delay.

Desired Settlement: Due to the delay in claim handling and lack of communication from the company, I request that my deductible ($150) be refunded and that my iPhone be shipped to my requested address. If I do not receive my iPhone by Thursday May ****, I will file a dispute with my credit card company.

Business Response: Phone is on back order at this time we will advise when we get the phone in stock.

Consumer Response: Better Business Bureau:

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

Although I received my iPhone on 06/**/2014, the company failed to address my multiple requests for a follow up call in regards to the claim. The only call I received was on 06/**/2014 to advise me that the iPhone was backordered and it would be shipped once in stock. I had become aware of this backorder on 05/**/2014 when I spoke with a representative. I also emailed the company on 05/**/2014 and never received a response. The company did finally send me my tracking number, but I received this email AFTER the phone had already been delivered. Attached are the following: my email to the company, the tracking email, and the initial email sent confirming payment.
 
 

 

 

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


Sincerely,

***** ********




 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/6/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I called in to file a claim for my insured cell phone in January 2014 for *** *** **** number. The insurance company could not provide me with the same phone so they offered me a check for $700.00 and said I will receive it very soon. My claim was now forwarded to Global Warranty Group for issuing the check. However, I did not receive it until today. It has been 3 months now and I had to buy a new cell phone out of my pocket as the check was taking too long. GWG (Global Warranty Group) keep saying that they will escalate the issue to their accounting department and will update me but they never did. I wonder what kind of accounting department they have that they cannot give me proper status of the check they promised and how long do they need to escalate this. They already charged me around $179.00 deductible the day we started this claim and never bothered to send me the money I qualified for till date. I have contacted then company every 2 weeks from when my chq was approved to get an update but no luck. 2) I don’t understand how claims get approved and never processed. GWG says their processing dept. is backed up. Well that is no help to a customer who is waiting for $700.00. 3 months processing time is way too long for any company and is poor customer service I believe where its takes few seconds for them to charge deductibles to customers and get insurance policies signed up and months and months to pay out their clients I paid to buy this insurance and getting such feedback that doesn't lead me anywhere is very frustrating. I need this resolved as soon as possible. Please and thank you!

Desired Settlement: I want to receive my chq's AS SOON AS POSSIBLE for the amount of $700.00 plus the deductible amount of $179.00 that GWG owes me. Also for all this hassle and inconvenience that I had to go through I am expecting them to refund my deductible for $179.00. I don't think GWG should be charging me anything as the issue have been going over 3 months now.

Business Response: check
#**** for $750 sent on 5/**/2014.

Consumer Response: Better Business Bureau:

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

Sincerely,

******** *******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased an IPHONE 4S on * December 2011 at a Verizon Premium Retailer in ********* **. At the time of the purchase of the phone I was offered an extended warranty for a two year time period at a cost of $150.00, which I purchased and paid in full for. As I was nearing the end of the contract I began having issues with my phone that I tried to troubleshoot with Verizon technicians. We came to the conclusion that it was the phone internally and so I returned to the store where I purchased it. I was advised by the salesperson to contact the Global Warranty Group as that was who my warranty was with. At that time they gave me a printout with a contact number and my contract information. They also said, 'good luck...we nolonger deal with them because of their poor service.' I went home that same day and contacted them. They gave me all the information needed to return my phone and receive a replacement. I did all of those things and did receive a replacement in a timely manner. The replacement, which was a refurbished phone, gave me issues within the first couple days. I again tried to troubleshoot the issues with the Verizon technician and again was advised it was the phone. So I called Global Warranty Group back and they gave me my options as they did not have a new phone for me to replace this one and they did not want to send another refurbished one. The option that I chose was to have them buy my phone from me for 250.00 and I would then purchase a new phone outright. That very night I went and bought a new phone, as I work in property management and am on call at least 3 days a week and need a good working phone. The next morning I shipped them my phone. I was told that it would take about six weeks to process my refund check. Here I am approximately 21/2 months later and I have yet to get my check. I have called multiple times and even emailed them at *************************************** and got ZERO response. The most recent call I made was Thursday, April ** and at that point they still had no answer. My husband got orders for a transfer that is happening on May ** and the boys and I will follow on June **. I want this resolved by then and would really like the money. I put out the money of ours and I can't risk the check not following me to our new destination. The person that I spoke to, ****, was understanding and empathetic. He transferred me to *****, on the Advanced Care Team. ***** was also very understanding and empathetic to the situation. I told him that I would be filing this complaint if I did not hear from 'the powers that be' by the end of the business day on Friday, April **, 2014. So here I am filing the complaint. Please help me with this. No business should be permitted to ignore a customer that they owe money to. I have more than held up my end of the contract. They are not holding up their end and they need to be held responsible. You can talk to **** or ***** and they will tell you that I am not an unreasonable person but I do want what is mine. How many other people out there are they doing this to? Thank you in advance for any help you can give me.

Desired Settlement: Would love my refund check with interest at this point for the hassle but honestly I just want my check and for them to be held accountable for this situation.

Business Response: This BBB 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: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because I still have not received my money.  Nor have a received a valid response to this issue.  I feel as though they are 'putting off' the issue.  When I have tried to contact them myself they have an extreme lack of communication.  I feel that if I let this go I will never see my money.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above

Sincerely,

***** *******




 

Business Response: check
#***** for $350.00 sent 5/**/14

Consumer Response: Better Business Bureau:

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

I received the check yesterday.   Thank you so so much!!!!!!

Sincerely,

***** *******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/4/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased this cell phone warranty through Rogers. I called them on Feb. *** to start a repair claim the the cell phone under warranty, I was instructed to send the cell phone to them and they would charge my credit card the applicable $95 deductable. This was all done and we have confirmation that they received the phone. I was called on Feb. * and told that they did not have a replacement phone and would instead like to offer me a cheque for $399, I explained to them that this was not an acceptable offer and conteroffered at $550. I was told that I woulf receive a phone call back within 72 hours..I did not receive any calls. I then called on Feb. **, Feb. **, Feb. **, and Mar. * and each time was told that they would send a message to their escallation department and I would receive a phone call within 72 hours..still no return call. On Mar. * I emailed the company and explained that I would be reporting their business to the BBB if I did not receive a phone call within 24 hours to resolve this matter. I received a call within 2 hours of sending this email and was offered a cheque for $500, I agreed to this amount but stressed that I wanted this cheque mailed out to me within the next week as I had already waited over a month to resolve this matter. Today is April *, I have not received a cheque from this company, I called them and was told that a cheque has not been mailed out yet and that they would send an email to their escallation department, I informed them that I would be filing this complaint with the BBB as their customer service is unacceptable.

Desired Settlement: I want the agreed upon settlement cheque for $500 mailed to me within 1 week and an email confirming when it was mailed to me.

Business Response: This BBB 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: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.  I have finally received a chq today; thank you for all your help J

Sincerely,

******** ****



 

Business Response: check #**** for $399 sent 5/**/14

Consumer Response: Better Business Bureau:

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

Sincerely,

******** ****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have experienced extreem ineptitude. I have recieve poor customer service, I have spent hours of my time due to their extreme incompentience. I have not been able to get a hold of a manger mutliple times that I have request. I have not been called back by a ******* per my request. THis issue started Mach **** The 1st phone I was shipped was damaged and did not have a sim card. I had to waste several hours of my vacation getting another SIM from my carrier. The company then shipped a second phone to the wrong address that I had specified. I had to wait about a week for a new one and countless hours on the phone trying to find out what happened. After that phone arrived it was not color of my orginal phone. The people at global said they should have not done that. I was told that I would have another phone sent to me. After about a week I had not recivied the phone I was told I had to mail the incorrect phone back before they could prcess my "New Request" once I dropped the phone off to UPS. I requested multiple times to speak with a ********** and was told there are none, but they could take a message and have one call me back. No One has called me back. I also called the next day after I dropped the phone off to UPS and was told that they had not sent the "New" phone out to me.

Desired Settlement: I want the deductible for my phone refunded and or premium refunded for poor service and time wasted.

Business Response: showing phone delivered 5/** and no issues

Consumer Response: Better Business Bureau:

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

Sincerely,

******* *****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/4/2014 Problems with Product/Service | Complaint Details Unavailable
6/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Have contacted the claim department numerous times since the claim was filed. Each time its the same run around that it will be another business day or check back tomorrow. When you ask to talk to a ********** or ******* they claim that nobody of that nature is able to come on the phone. They took my deductible and my old phone that I shipped to them and have not sent me a replacement phone per the contract I signed with them. Customer service never contacts you back or does anything of real help, they only ever to "Escalate" your claim and that the escalation department will contact you, which they never do.

Desired Settlement: Give me my money and broken phone back or send me my replacement phone with no crap of one more business day it will ship.

Business Response: Per UPS tracking ****************** shows was delivered on 5/**/14

Consumer Response: Better Business Bureau:

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

Sincerely,

***** *******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am contacting you regarding claim ***************** with Global Warranty Group. Track a Claim is not up to date. I have called Global Warranty Group countless times and have been promised a call or an email back but have received nothing! I sent my phone in on Dec ** and I received a call from them on Dec ** telling me that they could not replace the phone and that they would be sending me a cheque for $578. My phone was delivered to Promobility as instructed on Dec ** and the $381 deductible was finally refunded in January; however, more than 3 months later, no one can tell me when I will receive the refund for my phone! Please email or call me back to let me know what can be done to receive this refund. Thanks, *** ******* **************** (email) ###-###-#### (work) ###-###-#### (home)

Desired Settlement: Since I paid for insurance on this phone and Global Warranty has had my phone for more than 3 months and have not honoured their contract, I would like the promised $578 refund for my phone and a refund on the insurance that I paid. Thanks you!

Business Response: check #**** for $578 sent 5/*/14

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. It's unfortunate that it took them 5 months to resolve this issue.

Sincerely,

*** *******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/4/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a warranty for my Samsung Galaxy S4 on September *, 2013. On April ***** 2014 I filed a claim as the phone had a broken screen. After repeated calling, I was told there was no replacement phone so they were going to send a check for $600 instead. On May ****, instead of receiving a check for $599.99, I was charged on my credit card $599.99. Again, calling they said that even though accounting had been notified to send me a check that since it had been 30 days since I filed a claim and they had not received my phone I was charged the $599.99. They now say the quickest way for me to get my $599.99 would be to send them the phone first. I absolutely will NOT send this company my phone as I have no belief that I would ever see it or the promised check. I told them my only option was to file a complaint with the BBB and they sounded like they could careless.

Desired Settlement: Send me the check for $599.99 and I send the broken phone.

Business Response: check #***** for $600.00 sent 5/**/14

Consumer Response: Better Business Bureau:

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

Sincerely,

****** *******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/4/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Purchased warranty/insurance coverage through Roger Wireless back in 2012. I filed a claim for my stolen iPhone 5 - 64gb back in early November 2013 which was accepted by the Global Warranty Group (GWG) and their Wireless Protection Program once the deductable was paid. They gave me information for being able to track the progress of my claim. After a couple weeks with no progress made I contacted GWG's call center about the progress of my claim. They 'escalated' my request for a progress report with the claim I should have a call back in the next 24-48 hours. No call was received, so I called back again. They then told me that they were unable to provide a direct replacement for my phone. I requested if there was an alternate phone available. The representative 'escalate' my request stating I should hear from them 24-48 hours later as there is no one there to talk with directly besides the call center representative. Again no call was received. I call back, the representative states no alternative was available other than a cheque in the amount of $899.00. I requested an alternative to the cheque as during the course of conversation back and forth it was determined that I would lose out on the taxes of purchasing a new phone, apparently GWG doesn't account for taxes. I took it for what it was and accepted the offer for the cheque. They stated that the cheque should be mailed out in early to mid December 2013. This has now been going back and forth for almost three weeks. Mid December comes and goes. I contact GWG again and I get a story from the representative about how they are overwhelmed with issuing out cheques. There are delays for most people and they would escalate my inquiry as to the status of my cheque. The representative said I should receive a call from accounting to confirm. I received no phone call. I call again about once a week for the next month with the same answers to my questions, each time resulting in an escalation. I finally received a voice mail sometime in February 2014 from a gentleman claiming to be an accountant with GWG stating that a cheque was being processed and as a gesture of thanks for my patience $90 of my deductable would be refunded to my credit card. No such refund or cheque has been received as of yet. I call GWG again in March 2014 as to the status of this supposed cheque and again my claim was escalated with the representative stating that they had seen updates showing one or two cheques from claims made in October 2013 starting to go through their system and that I could possibly see one by the end of the month. It is now mid April and nothing.

Desired Settlement: I would like my cheque for the $899 and the refunded amount of $90 at the minimum. Ideally I would like my entire deductable back for the hassle this has caused.

Business Response: check #**** for $899.00 mailed USPS on 4/**/14

Consumer Response: Better Business Bureau:

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

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


Sincerely,

****** *******




 

Business Response: check #**** for $899.00 mailed USPS on 4/**/14

Consumer Response: Better Business Bureau:

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

Sincerely,

****** *******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/3/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased 1 Year Warranty and paid in full at time of purchase. I placed my order on the company's website and got my warranty papers emailed. on February **, 2014, I called Ensquared/Global Warranty Group to report that my phone had been overheating and that the device is no longer accepting a charge. I was told that there were no phones available & I agreed to a settlement cheque of the amount $700+ Canadian Dollars. It has now been 2 months and I have no heard or seen anything in regards to this claim. I call at least 3 times /week and get the same answer: "We are processing your cheque and our accounting department is working hard at sending them all out, we have a lot of claims to process and do not know when we will send yours". I asked to speak with superiors, even OOP (office of president) - nobody ever got back to me. In my records I have 14 emails sent-0 replied, 27 calls-0 resolution, 4 escalation requests by the agents-0 call backs. I am without a phone since. Been paying an arm and a leg to my wireless provider for services which I cannot use (and they cannot help me, since this has nothing to do with them)

Desired Settlement: I need my cheque. Hands down. I also want my deductible refunded and my 1 year worth of service which I paid out already. The deductible was $95.00, the service for 1 year smartphone insurance was $69.99 - I expect my settlement cheque of $700 + the Deductible & Original Invoice Refunded, for damages caused to me. You are lucky I am not asking back for what my cell provider has been charging me, too!

Business Response: This BBB 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: Better Business Bureau:

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

[Your Answer Here]

 

This is not a satisfactory answer. What does it mean? 
You are supposed to indemnify me. I paid my premiums, now it's your time to indemnify me in a timely manner. 30 days is timely, this is now on its 3rd month + !!!!

I WANT MY CHEQUE. There is nothing to investigate/research/work. Write the darn cheque and get my issue resolved, YOU ARE SCAMMING ME.

 

 

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


Sincerely,

***** ******




 

Consumer Response:

Better Business Bureau:

At this time, my complaint, ID ******** regarding Global Warranty Group, LLC has been resolved.

I contacted the office of the president directly twice in 3 days and finally got someone of higher level to approve this claim. Cheque was prepared and mailed out last Thursday May **, 2014 - and today (02/**/2014) I have received the cheque for the amount of $700CAD.

Thank you for your assistance in this matter.

Sincerely,

***** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/26/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My cell phone was damaged beyond repair. I paid the $75 "claim fee" to the Global Wireless Group: Wireless Protection Program (the insurance Verizon has teamed up with.) I was sent a refurbished phone that did not turn on and was deemed "junk" by my neighborhood Verizon store. After contacting GWG again, they stated that they would send me a check for $400 for my phone. I sent back the junk phone- which they have record of. This was in January. I have now contacted GWG 5 times. Each time they tell me that my check had not been written yet and they are "waiting for it to be processed" and that a "member of the escalation team will contact me within 24 hours." I have spoken to *********** who have told me the same thing. Each time I call, they give me the SAME lines...and i have NEVER received a call back, or an email from this company. They owe me $400 and are basically refusing the write the check. I don't know what else to do. Since I have had such a poor experience with this company, I have also numerous times requested my $75 back as well as the $400.

Desired Settlement: I want the $400 that I am owed. I also want the $75 back as well. This is absolutely unacceptable.

Business Response: This BBB 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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/26/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My damaged phone was sent to Global Warranty Group and claim was submitted ( claim #****** under phone number **********) approximately 3/**/2014, company deducted $100.00 from my Citizens account 3/**/2014. I called 3 times, 1 before 3/**/2014 and 2 times after this date, each time the representative from the calling center asked for a callback number and informed me a representative would call me...no calls. On 3/**/14 informed but was unable to explain why there is a "hold on my account" they did not know why this was noted on the account. No calls forth coming, no phone either. On 4/** spoke I with a representative who told me that in fact there was a note on my account, dated 4/**/2014 that the phone could not/ would not be replaced since they could not obtain the phone, rather the company would offer me a check for $550.00. I responded by asking "on 4/** why was I not called informing me that my phone was unavailable and secondly that the company was to offer me a check which "I needed to accept"; after all a month had now gone by with NO CALLS FROM THIS COMPANY! The only conversation initiated was based ON ME CALLING THEM! On 4/**/2014 I accepted the check and asked that someone from the "Accounting department" email me in 3 business days as to when the check would be sent and a tracking device. AGAIN no emails or calls....totally negligent on their part. Today, 4/**/2014 spoke to "*******" in the calling department who asked me for my call back number I told her I didnot have a call back number I needed answers now........she could not tell me why I don't have a check or why no one has contacted me....she also, like all her predecessors, could not connect me to a ********** or the accounting department. After 30 minutes on the phone when I told her our conversation was taped she connected me to the "Advanced Care Team". ***** from Advanced Care informed me he could appreciate my frustration, did not have any answers, could not tell me if a check was dispatched, nor when one would possibly arrive. He told me he had no answers " because this never happens...phones are always fixed or replaced by the company".....I must be the exception. **** assured me that he would contact the "Escalation Department" who will get back to me. Ironically enough in the beginning of May I was told that the "Escalation Department" would call me, they never called...but then NO ONE has EVER CALLED ME!!!!!!! Passed around again with no answers, no contact phone numbers or names, by the way (again) no they can not directly connect me to ANYONE!!!! I am literally left out in the cold. I am a ** year female who is a special education teacher 5 days a week and stay after school 3 or 4 out of 5 days to provide academic support in Chemistry which is a graduation requirement on a high school level, needless to say I believe in commitments, I am committed to my students. Conversely I leave at home a ******** *********** husband who falls down all the time and is awaiting back surgery in New York City. The phone is for emergent purposes to speak with my husband, coordinate and resolve issues with his doctors, and converse with parents of my students. This is why I have an insurance policy on this phone through Verizon (who has also been notified and told me to keep calling Global Warrenty) PLEASE HELP ME, I am in no better place that I was in the beginning of MAY.

Desired Settlement: I wish to receive a check in 5 business days from today Tuesday 4/**/2014 to purchase a phone.

Business Response: This BBB 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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/26/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Global Warranty group a third party insurance i bought through rogers wireless has been holding a cheque for 550 for 4 months now saying they will get it as soonm as possible to me for replacing a damaged phone ... They also took an additional 100 from my credit card and its been 4 months now they arent returing calls and rogers cannot help me they say its not there issue Account_Number: ###-###-####

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) i just want the cheque they're suppost to be sending me its been 4 months now and they wont answer calls

Business Response: This BBB 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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/26/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I have filed my warranty for samsung phone over half a year ago and I still did not get my promised check. please assist and give me my check because its been way too long My handset number is **********. My address has been changed and I have notified the new one as well via call center

Desired Settlement: 700

Business Response: This BBB 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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/26/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Filed claim on March ****. Spoke to reps on phone several times about failure to send a check or contact me with any details. Each time I was assured that the call was escalated and the escalation department would contact me. This process has been repeated five times since the *** of April. Three escalation have actually been submitted, one internal response was made that was not passed on to me. Check has still not been processed, no one has contacted me in any way and the 380$ hold is still on my credit card. The 100$ deductable charged to my card on March **** when I first filed the claim. The deductable was applied to my card before my claim was approved (according to the staff member I last spoke to) on the day the claim was filed.

Desired Settlement: Check mailed and received

Business Response: This BBB 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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/26/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I paid my warranty to have 3 replacements for my Samsung Galaxy S3 in white. I have used one claim about a year ago and this would be my second one. My phone got stolen recently so I sent in $130 to the wireless protection program on a prepaid visa card about almost 2 months ago, maybe a bit less. I was expecting for a new phone to be delivered to my door in about 4 to 5 business days but that never happened. So I called back finding out I would need to accept a cheque for $578.00 and it would be delivered to my house and I would take that money and go to rogers to recieve a new phone. It has been over a month since I accepted the cheque and I keep calling back the wireless protection program every few days to check up on it, but they have no idea and keep saying it still says my cheque is being processed. I am getting very frustrated in how long it is taking, I can't keep going on without my phone especially when I already sent money in to replace it and was expecting it along time ago. Whenever I call the wireless protection program they keep putting notes in my file that I need to be contacted by phone or email as soon as possible to know what is going on with my cheque, but no one has contacted me. I have gotten no missed calls either that could be from them. I keep checking my mail constantly hoping that the cheque has arrived but it hasn't. I can't even afford to go buy a new phone if I wanted to so I'm really depending on this cheque. The fact that I have gotten no word about it makes no sense to me, and it also makes no sense how it could take so long to get out a cheque. I paid a warranty on my phone for a reason I can't keep going on like this. If someone could please contact me about my cheque as soon as possible it would be appreciated, its too frustrating calling the wireless protection program back constantly when they can't even help me or really know what is going on with my cheque. My number is ###-###-#### my email is *********************** My address is **** ***** ****** ** ******* ******* ******** my postal code is *** ***, just making sure in case something didn't show up properly to begin with. Thank you, - ********* *******

Desired Settlement: I sent in $130 off a visa card about 2 months ago, I was expected to have a phone delivered to my door within 4 to 5 business days, when I found out I would need to recieve a cheque I did. It says it has been processing for weeks now and I am counting on that cheque, when people pay their warranty they all are as well. I need someone to contact me as soon as possible about it and that cheque to be mailed to me.

Business Response: This BBB 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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/26/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I have purchased GWG warranty Claimed it alomost a year ago. Still, I did not receive any checks or replacement phone. My address on file has been changed and notified with ******** address handset - ###-###-####

Business Response: This BBB 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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/26/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Recently I made a claim through GWG on March ****. I had to make a deposit for $699 and paid $170 for the new phone. A week and a bit later I ended up calling because I got no update on whats going on. They told me then that they didn't have a replacement, and if was OK that a receive a check instead for $650. I agreed and they said it would be processed right away (a couple business days) and sent out. It was apparently sent out to accounting on April ****. I call them probably every couple days since asking where is my check. Every single time I get the same answer, "It says it's being processed, we will notify accounting to look into it and email/call you back right away." I NEVER receive any notice back. Of course, financially, this is screwing me up because I did not expect this to happen at all. They told me it would be dealt with right away. A month after accounting apparently received it, nothing has come out of it. In order to get my deposit back, I need to send in my phone. I dont have the money to pay for a new phone, because I don't have a check. How long am I suppose to wait? The company promised a new phone shipped out within the couple of days of making the claim in the first place.... I've been looking at complaints on the better business bureau, and the same thing happens to a lot of people. Lots of people wait 4-6 months.I can't wait that long. I was unaware of this and would have never have gone through this if i knew. I'm a student and this is hurting me financially big time. Of course I can't do a single thing through GWG because the only thing I get out of them is "Im sorry sir." No answers, and no other contacts besides the call center to deal with.

Desired Settlement: I just want my check right away. Some money taken off my deposit or something for stress and financial issues this is causing me.

Business Response: This BBB 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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 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 BBB 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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have paid for warranty on purchase date of a cell phone. Had to file a claim contacted the third-party warranty provider they accepted my claim with Drew $95 from my credit card for the deductible of the claim. For a month and a half there has been no contact from them to me which I have Asfoor on a numerous times when I have called in to find out updates on the claim. All the third-party can tell me is that they have no updates and a check will be sent out I have asked for them to contact me and they have not contacted me wants to give me any updates it's always been me contacting them and they cannot even inform me of when a check to be issued a check has to be issued because they cannot provide me with a replacement phone.

Desired Settlement: I would like the company to contact me and either send me a replacement phone or the check that they told me that they're issuing

Business Response: This BBB 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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/24/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I have claimed my phone for warranty purpose over 6 months ago yet I still did not receive my cheque. please assist My handset number is ###-###-#### My changed address is *** *** ******* *** **** ***** ** ****** *** ***

Desired Settlement: 700

Business Response: This BBB 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: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I am still waiting for my cheque to come and for this problem to be resolved.
Sincerely,

****** *** ****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I broke my cell phone back in January and I had insurance through Global Warranty Group. My phone carrier is Verizon. I received a call the 2nd week in February stating that Global Warranty group could not replace my phone and would I accept a check for $550 the value of my LG phone. I accepted this offer and asked when I would be receiving my check. I was told the check would be mailed within a week or so. I then purchased a new phone and sent my broken phone as promised to Global Warranty group. It is April **** and I still have not received my $550 check. I have made several calls and I am always promised that my case will be "escalated" and that someone will "return my call and update me on the status of my check". I have never received such a call or my check.

Desired Settlement: I would like to receive my check owed for the amount of $550.

Business Response: This BBB 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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I paid $120 to have warranty with GWG, I mad a Claim with GWG on 3/**/2014 for my Samsung S3 phone that is broken. I was asked to send it to them which I have and I have confirmation it was received. They took a deductible of $75. I authorized them to deduct $381 so that they send a new Samsung S3 to me before my phone arrives to them and once my broken phone is received by them they will refund me the $381 which they have since they received my broken phone. They said I should have my new phone in 2 business days. After 2 business days i called back they said they don't have a phone they can send me. They offered to send me a check for $578 in stead. I accepted the offer. They said said it will be sent out in less then 5 business days. I have called 2x a week since a total of 8 times and they keep telling me it was sent to the escalation department and that it is in processing. They have told me 4x that someone will contact me within 48 hours, but none ever has. I asked to get transferred to the escalation department they said it cant be done. Many people have the same problem with them and they never do nothing.

Desired Settlement: Give my broken phone back + the $195 which is the cost of dealing with GWG. or Give the offered check of $578

Business Response: This BBB 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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/23/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I first contacted Global Warranty Group in February of 2014. I put in a request to have my equipment replaced. I spoke with a few different customer service representatives and confirmed the defective device with a serial number. Not one representative stated that the equipment I was confirming differed from their records. In the end, they sent the wrong device. I was reporting a tablet, they sent a phone. I contacted them and they let me know the process to return the device. They also stated that I had to contact the store where I purchased the device and the warranty coverage to contact GWG and update the information. I spoke with a Verizon representative who stated that the information was updated and I could resubmit my claim. I contacted GWG again to start my claim and repeated several times the device that needed to be replaced. They kept stating the Samsung Galaxy Note 10.1. I asked that they please ensure that the device was the Samsung Galaxy Note 10.1 2014 edition. The representative stated that since the serial numbers matched, it would ensure I received the correct device. I just checked the website to track my claim and sure enough the device is the first edition of the Samsung Galaxy Note 10.1. I contacted GWG yet again to complain and the representative started to tell me the process again to get the situation fixed. I stated that this was already completed and there should be notation that the device should in fact be the second edition. She reported that she would escalate the call and I should call back again. In the end of all this I have made several calls to this company. I have had to go back and forth with the service provider who really is not at fault. The organization of this company is all askew. I believe they should note the many times that I have called and the struggles I have had to receive the service I had initially paid for. In the contract signed with Verizon it stated that if the service was paid in full, the device would not be refurbished but would be a brand new device. I stated this to one representative and I was told that this could not be ensured. I believe this is also a service I had paid for and was promised.

Desired Settlement: I would like my replaced device and I would like the device to be brand new and not refurbished. This is not a complimentary service as this was promised to me at the beginning of my contract. I would like a representative from GWG to contact Wireless Zone Verizon themselves, ###-###-####, with myself on the line as well to ensure we are all on the same page. I believe it would have been better customer service if this had been done after seeing the struggle between the consumer, and these two companies. I would like to note the complaint is not against Verizon, they have actually been very helpful.

Business Response: Hold of $275 was released on 3/**/14 back to credit card and the deductible of $75 was refunded on 3/**/14

Consumer Response: Better Business Bureau:

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

In my original complaint I had requested the company contact me to get my complaint resolved. Clearly this had not happened because if it had, they would see they are referencing the wrong account. I had filed a claim under the wrong account. Understandably this is clerical error however before processing my claim I had talked to 4 different customer service representatives verifying the item each time. I was filing a claim for a tablet which I clearly stated each time I had called, GW sent me a phone. Not one customer service rep noted the error and corrected the problem before sending me the phone. Since filing this complaint I called 6 times last week to follow up on the progress of my second claim. Each time I called I was told by the customer service rep that my call would be escalated and I would receive a call in one to two business days. More than one week later and I'm still waiting for that call. They have my deductible of $135.00 and I have not received my item. I get very little answers from their customer service representatives and I still have not received a call to resolve this issue. I am getting very frustrated. Again my only request is that the company resolve this issue quickly and I receive the service I had already paid for.

 

 

 

 

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


Sincerely,

****** *******




 

Consumer Response: Better Business Bureau:

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

I do not understand what is so hard about this company contacting the customer to get a clear understanding of what the complaint is. Once again they are referencing the wrong account. The account number and claim number was already provided through this complaint. My complaint is regarding a total of $610. This company provides services for communicable devices yet is unable to communicate with their customers. All this does is hold up the resolution of this issue. Please reference claim number ***************** and contact me at ###-###-#### so that we can get this issue resolved

 

 

 

 

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


Sincerely,

****** *******




 

Business Response: This BBB 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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/23/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: In February of 2014, I filed a claim with Global Warranty Group involving my damaged iPhone 5. I was asked to send the damaged phone to Global Warranty within 30 days of the claim (which I did). I was further advised that they did not have a replacement phone and would send me a check for $550 to purchase a new one. I have called GWG 3 times since the filing of the claim asking for a status of my check which no one can provide. Evidently all issues are sent to an "Escalation Team" which can only be contacted via GWG internal system. The "Escalation Team" is supposed to call the consumer within 48 hours. This has yet to happen following the 3 calls I have made. When I asked to speak with a supervisor, I was transferred to an "Advanced Care Team" who can only provide the same useless information. When I asked the Advanced Care Team for their supervisor, I was told there is no one else who will get on the phone and that they were the last step. I have read other complaints via the BBB website and ****** ****** and it is clear this seems to be their standard operating procedure.

Desired Settlement: I would like the check amount of $550 sent to me as promised or a full refund of my deductible of $179, as well as a refund of $144 for the 2 years of premiums I paid and the return of the damaged phone I sent in as part of the claims process. I would also request that the BBB review this and other complaints against GWG and reconsider the A+ rating GWG currently has. At quick glance, I saw several claims over the last 10 days to this same affect.

Business Response: check  #***** for $550 sent 5/**/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This problem started 3/**/2014. I contacted them to have my broken phone replaced. They first tried to tell me that my insurance expired. I told them that I bought coverage for 2 years. When I asked them if they could look it up on my profile they told me no. After I emailed them proof of buying 2 years of coverage they started a claim. The first refurbished phone that they sent had light bleeding at through the bottom of the screen. The second replacement had water damage that was confirmed by a T-Mobile employee. I sent back both phones. They charged my credit card, but as of today, 4/*/14, I still do not have a working phone. I have documented talking to numerous reps with no resolution. They tell me everytime that they will 'escalate' the claim and that someone would call me back, but they NEVER have. I even talked to a ********** that lied to me and told me that my phone was shipped when it wasn't. At this point I am at my witts end. Do not trust this company! All they do is give you the run around!

Desired Settlement: I want this resolved. I have been lied to for far too long. I want the money to but a new phone because at this point I do not have confidence that they will deliver a phone that isn't already broken.

Business Response: This BBB 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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/23/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased an extended warranty on my Samsung Galaxy S3 from this company via Telus Mobility. The screen of my phone recently cracked so i submitted a claim and sent my broken phone in as requested. The phone was sent and received promptly. They did not have the exact model of my phone so they offered me a cheque for $578 instead, which I accepted. After several weeks of not receiving a cheque I followed up and was told my cheque was on the way. A couple more weeks and still no cheque. Then I was informed that my claim had been passed on to the accounting department and had not yet been processed, meaning they misinformed me originally. At this point I was told they would "escalate" my claim and that I would be contacted within 48 hours. I was never contacted. I have now contacted GWG wireless protection program several time and received the same answer. When I ask to speak to someone who can solve my problem or a phone number, I am told they don't have one and will escalate my claim. It has been about 45 days since my claim and I have received no cheque nor any explaination for the issues I'm having. This warranty said that within 2 buisiness days of my claim that a new phone would be shipped out. Seen as they do not have my phone and I have already accepted to receive a payment I don't see any excuse for the missing cheque, not too mention the extreme lack of professionalism this company has displayed.

Desired Settlement: I would like my cheque sent and for this company to stop treating their customers in this fashion. I've seen several blogs online about individuals having the exact same problem as me as well as other issues. Please stop this company from treating their customers in this unacceptable manner!

Business Response: This BBB 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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/23/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I contacted Global Warranty Group through rogers as an insurance policy for my phone. I was informed that they would cover any damage to my phone, my phone was stolen and was replaced once without a deposit or any difficulties. My phone got water damaged and I contacted them once again but my experience has been dreadful this time around. When calling I was told I had to put a deposit of 351.00 until my replacement phone was sent to me and the broken phone had been mailed back to them- I was told that I would receive 'said' phone in the mail within 2 business days. I did not receive a phone call or my phone in the mail. I continuously called them every second day for a month and a half. Only to find out that my claim had been sent to escalations and would be there within two business days. After a month and 3 weeks, I was told that they didn't even have my model of phone in stock (Samsung S2/ Skyrocket) which I was not informed of- I was then told they would send me a cheque for 571.00. I agreed to this and now it has been 2 months since my original claim. I haven't received a cheque, my phone or any form of a phone call from them. Each call I make is the same response- my claim has been sent to escalations and apparently there is nothing anyone can do about it. I requested to speak to a manager and to get into contact with there head office and I haven't gotten anywhere.

Desired Settlement: To receive the promised amount of money in the mail and the money charged to my credit card refunded before further interest charges.

Business Response: This BBB 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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have purchased a cell phone insurance plan for my blackberry z10 via Rogers Wireless in Oakridge Center in Vancouver BC. I was told if I paid a 381 dollar deductible and mailed them my broken phone I would get a new phone in the mail. I did exactly this via registered mail. After approximately 2 weeks, I had not received any update after calling them multiple times. Then they had stated they called me or emailed me that they were not sure what type of blackberry I purchased ( I received no such call or email). I informed them it was a z10. After another week or so after checking in with the status of my claim they informed me that my phone was not available and would mail me a cheque in the amount of $520 as soon as it was processed to cover the purchase of my new phone. This was on January **, 2014 and it is now March **, 2014 and I have still not received my cheque in the mail. I have been refunded the $381 deductible . The call center staff were polite but did not seem to have any idea about when my money would be refunded and always seemed to escalate my claim to accounting and they would have them call me in a few days. I still never have received a phone call from accounting.

Desired Settlement: I would like the $520 we had mutually agreed on.

Business Response: This BBB 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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/23/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a phone from ****** on Aug *** 2013. With the purchase of the phone I was recommended by the sales person that I purchase insurance from Global Warranty Group. I accepted and paid $99 for 1 years insurance with GWG. I broke my phone and made a claim with Global Warranty on March. ** 2014 I paid the $100 deductible that I was told I had to pay to get my phone replaced. I sent my phone to the place that I was told to send it to and they took the $100 from my credit card. I was told it could take up to 3 weeks to receive a check for $700 It has now been over 6 weeks and I cannot get a straight answer from them as to why it is taking so long to receive my check. I have called numerous times and they dont know why it is taking so long and just tell me to be patient. I am paying $80 a month for a phone that I do not have because this is taking way too long.

Desired Settlement: I want global warranty group to fulfil their commitment and delivery me the $700 check that I was promised.

Business Response: check #**** for 700.00 sent 5/**

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/23/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: The end of February my daughter broke her phone and I went to Cellular Advantage where insurance was purchased. They told me that insurance was purchased through 3rd party company and the number was ***********. I called and intitiated a claim for a new phone. Claim number *****************. I was told claim would take 3-5 business days once the damaged cell phone was received. The said they would email me that day a UPS Label. On March *** I called back as they had not done so....I then on March *** received the email below: Dear Customer: Along with this e-mail you will find a link so you can print and use this UPS label to send us your defective unit. After you click on the Link please follow the below directions when sending your defective phone to the WIRELESS PROTECTION PROGRAM™: In your box please include: your defective phone, battery and the wall charger. Remove accessories: such as SIM card, memory card, cases, ear phones etc., because accessories are not covered. Any accessories sent in with your phone will not be returned. Print the label: Select Print from the File menu in this browser window to print the label below. Fold the printed label at the dotted line. Affix the folded label using clear plastic shipping tape over the entire label. If you are not able to open the link below please visit our website at *************** , you will need your claim file and cell phone number. GETTING YOUR SHIPMENT TO UPS Customers without a Daily Pickup Take this package to any location of The UPS Store, UPS Drop Box, UPS Customer Center, UPS Alliances (Office Depot, Staples) or Authorized Shipping Outlet near you or visit *********************************** and select Drop Off. Customers with a Daily Pickup Your driver will pick up your shipment(s) as usual. Print Your UPS Label I then printed label packaged cell phone and charger and sent it back to them on March *** I received the email below Dear ****** *******, Thank you for choosing The Wireless Protection Program. We are pleased to inform you the deductible for your Broken cell phone claim has been approved and completed. Your credit card was processed on 3/*/2014 and a charge of $75.00 was placed on your credit card from Global Warranty Group. Shortly, you will be receiving an additional email containing the shipment tracking information for this cell phone. The Wireless Protection Program Claims Department Please do not respond to this email as this email box is not monitored. The end of the week of March ** I called back and asked if new phone had been shipped as I had not gotten a UPS tracking number. I was told by a gentleman on the phone that "Oh noone called you, we dont have any US Cellular phones available to us anymore, we would like to offer you a check instead. Check amount being $550.00." I said ok will that be shipped soon as I need to purchase a phone and my credit card had already been charged. They told me they would esculate it and I should receive an email confirmation within a day or two with UPS tracking number for check. A few days later I called back. I was told that it was in esculation but that it took a while and I would get an email confirmation. I called back a week later obviously frustrated at this time as I had been told many things. Was told same thing but yet again I asked to speak to ******* and was told that a ******* wouldnt be able to do anything else for me I asked to speak to a ******* anyway. She told me checks take a few weeks and that it would be mailed to my house. I explained I was told I would get a UPS tracking number by 3 seperate employees. She said checks are not sent UPS they are mailed. I explained my frustration and she hung up on me. I have called back 1-2 per week since then and everytime I am told claim is being processed and it will just be another day or two. I have paid $100.00 for policy and my credit card was charged on 3/* for my $75.00 for a phone/check I have yet to receive. I called them back again today just to give them benefit of the doubt and still the same answer.

Desired Settlement: I would like what I paid for which was insurance on a cell phone. I would like them to deliver on their word and stop wasting my time. I paid for an insurance on a phone, a deductible and have nothing and it seems to be going nowhere. 3-5 business days has turned in to over a month with NO resoultion. They owe me check as promised.

Business Response: This BBB 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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 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 / ****** ****** ******* ***** ***** ****** ***** *** **** *****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 **** 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 #**** for  $475 sent 5/*/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/23/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I perchased a Samsung mega galaxy from a phone company (metro pcs). As advice by the sales representative I also bought a protection plan warranty to cover any damages etc. Three months later my phone screen got cracked so I decided to file a claim, with global warranty group of whom I was covered with. They then sent me a return packaging label and I shipped the phone out on February**, 2014. They confirmed that they have received the phone and I will be charge a deductible fee of $100, so my I provided my debit card. On March *** I notice that m debit card was charge so I begun to inquire how long will it take to receive back a new phone. The representative said in 2 to 3 business days. When I did not receive my phone I decided to call again this time the representative said the phone is not available and the would issue me a check of $500 to perchase a new phone, this conversation took place on February **, 2014. Up to this day April **** 2014, have not receive my check, each time I call customer service they would say, that it is being processed Please help me ! I am still paying for my cell phone even though I don't have it and I am so frustrated.

Desired Settlement: $600

Business Response: check  #***** for $500 sent 5/**/14


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased two Apple iPhone 4S's at a local Verizon store last year. In addition, we purchased warranties. Last Fall, my phone was broken. They did replace that phone as promised, quickly and efficiently. However, the replacement phone was defective. They then promised to replace that phone, then they couldn't find a replacement and would send a check to settle the claim. Then approximately 4 weeks later they sent a message saying they were sending a phone again. When contacted about this, they said no they were sending a check; "it was being processed". Contacted them again (now at approximately 4 months since the problem with the replacement phone began) to ask when this check or phone would arrive. They say "it is being worked on", and no, they can't provide a date or a name of anyone to contact about this. "our management is certainly working on this; I see many notes in your file!" they tell me. But I still have no settlement. Online, I have found terrible **** reviews, as well as this page full of people waiting months for refunds that apparently never come. See: ****************************************************************** **** ***********************************************************

Desired Settlement: Provide a date when I can expect this claim to be settled, and then live up to that date. Provide a single POC who has authority within the company to cause action to occur.

Business Response: This BBB 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: Better Business Bureau:

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

Sincerely,

***** *****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/21/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: My phone( Nokia Lumina 920 ) broke at end of November 2013 and since that I had a wireless protection plan with GWG I iniated the process to get a new one.I sent my broken phone to the adress that they told me. Everything was fine till They told me that they didn't have nokia lumina 920 available so they told me that I will be better to go purchase one and by the mean time they will give me a cheque of 600$ and it will take 4-6 weeks and this was early December 2013. Since January I called at least 7 times for them to tell me that the only thing they can do is to send this to the escalation department which they should call me back 1-2 buissness day and they NEVER CALL ME BACK to know what is going on. I purchased a new phone on with my credit card but I did pay interest and I had to pay it from my own pocket. I asked them to talk to a ********** and the only person they had is an advanced customer and they told me the same thing over and over so it seem that I CANNOT even have a status on this. I just want my money back and also for futur customer like me that they at least give calls back and not let people in the dark like this. I went to see online as well to see if I was the only and unfortunatly there is alot more poeple there that they are on the same boat that I am. Im not too sure in which category this complaint fall under but they didnt honor their words about time line they would mail the cheque and also failed at many many time to respond or get back to customer when told so. Also I dont have all the dates that I called but I know I called 7 times at least since ** Nov 2013 and the past 3 weeks I called like 5 time and still didn't get any phone call back or cheque.

Desired Settlement: I want to get my 600$ cheque and also that they honored their words or if they cant at least to not leave people in the dark like this for the futur costumer.

Business Response: check #**** for $600.00 was mailed out of our ** offices on 3/*/14

Consumer Response: Better Business Bureau:

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

To this date I still didn't received any cheque so far and it already been 5 business day from the day they supposedly mailed the cheque. It will be easy to say they mailed it when they might haven't done it so just to make sure I will resolved this complaint the day I WILL received my money my the mail.

 

 

 

 

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


Sincerely,

***** *******




 

Business Response: This BBB 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: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******. They were lying when they said the mail the check in march cause I only received it in May so for me is unacceptable and also not being able to give call back to at least know what is going on. This buissness is far away to be professional and in good order. I received finally my cheque after 5 months of calling , waiting , emailing, BBB process when they said 4-6 weeks and the responses I had was lies, it is really unacceptable. Hopefully GWG will get the stuff together for the futur clients. Bad experience with you guys and becasue of that I WILL NEVER RECOMMEND you as a buissness and WILL strongly suggest to other people to stay away from GWG company.

***** *******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have cell phone insurance through this company and put in a claim on Feb. *, 2014. My credit card has been charged $301.00 and my deductible has been taken from my bank account and I have no settlement from the company for the broken cell phone as of April **,2014. They charged my card for some 30 day agreement which I thought was from the day they sent out settlement if the broken phone was not returned but they said it was 30 days from the day I made the claim. I do not understand this reasoning since this is a main phone and is still working but has broken parts. I have called many numerous times to the call center and have had no return phone call. They say the check is in process but cannot tell me when it will be mailed. The check was ordered on Feb. **. I am extremely upset that I have not had any response to any of my phone calls . this company has about $400 of my money and I still have a broken phone. I have asked to have a call returned and all I get is they will call within 2 business days. I say it has been more than 2 business days since Feb. **.

Desired Settlement: I would like my credit card refunded and the cell phone replaced as per the warranty I purchased

Business Response: This BBB 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: Better Business Bureau:

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

Sincerely,

****** *******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/17/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: My phone has a broken screen and the buttons on it are not working. As per the $150/2 year or 3 replacements deal I signed I thought I would call in to get a new phone. I called in and was told that they would charge me $800.00 until they received my phone and then another $150.00 for the phone or I could send them my phone and then they would ship me one. I decided that I would have them charge a credit card. They told me they would ship the phone and that by the end of the week someone would call me with a tracking number. The next week I called them back after not hearing anything and they told me that they did not have my phone and that they would be sending a cheque instead. I agreed to this. I started this process on Feb ** 2014 and it is now April * 2014 and I have still not heard anything. I have called and the people have said that they are processing the cheque and someone would get back to me...this has happened twice. I have sent 3 emails asking about it and still no response. I am frustrated as it has been over a month and I have been charged $950.00 and was told that I would have a new phone by the beginning of March.

Desired Settlement: I would like my cheque/new phone as they have stated within 24 hours. I would also like an apology as this has been a huge ordeal for me and I have been late paying rent as the $800. should have been back on my credit card by now.

Business Response: This BBB 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: Better Business Bureau:

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

Sincerely,

**** **********



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have recently filed a clam with GWG. I Filed the claim on 4/**/14 and was never contacted. I kept calling until someone told me the device I had was not in stock and they offered me a check for $850.00 instead to cover the cost of my iPhone 5s 64gb Gold. They told me that the check would be send out promptly. Upon asking about this check for just about a month now im trying to figure out if there is any way to talk to someone who can help me. The associates who answer the phone are friendly but they cannot help. all they can say is that they will submit to escalations. Its been almost a month like I previously stated and I need my phone or that check. They were very prompt in charging my account the $179.00 deductible but they have not been prompt in returning my calls or emails. They're policies clearly state and the reps have told me several times that it should take no more than 48 hours for escalations to contact me back with an estimated time of my check or phones arrival. I am very frustrated and need your help. Please help me!!!!

Desired Settlement: I WANT A CHECK FOR 850.00 AS PROMISED OR MY IPHONE 5S 64 GB

Business Response: check #***** for $850 sent 5/**/14

Consumer Response: Better Business Bureau:

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

Sincerely,

***** *******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/16/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought a phone insurance from them and lost my phone on November **/2013 and filed a claim on same date with provided them whatever they needed to process my claim very next day they picked up deductible amount of $130 from my credit card n then last week of november i got call saying that they dont have the phone in stock and they want to give me $630 check, I agreed and now till that date today april **/2014. I haven't recieved any payment of call from them only once somebody called me and said my claim is in process. Till that date Nove/**/2013 i am calling them every week 2 to 3 times all they say is it is in process nothing else.Still waiting for my payment.

Desired Settlement: I want to get my check ASAP

Consumer Response: Better Business Bureau:

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

Sincerely,

****** ******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased an insurance plan for my smartphone in August 2013 through Ensquared and the Global Warranty Group for $99. On Wednesday 4/**/2014, my smartphone was damaged and I filed a claim. Since the company was unable to locate a replacement phone for me, I was told over the phone by a customer service representative that they would instead issue me a check for $600. I was promised an immediate email or phone call from their claims processing department to verify the status of my claim and provide me with an estimate of the time until I receive the check. I would like a firm answer on when the check will be mailed for several reasons. First, the customer service representative to whom I spoke could offer no estimate on how long it would take to receive the check, and would not provide a phone number for their claims processing department. Second, I have not yet received a phone call or email back from the claims processing department, as I was promised. Third, there are numerous complaints posted online from customers who have not received a check from the company, even after months of waiting and numerous phone calls. Fourth, I just spent a considerable amount of my own money buying a new cell phone off-contract, and would like to be reimbursed ASAP. Fifth, the money seems to be flowing in the wrong direction. On 4/**/2014, my credit card was charged $775 by Global Warranty Group. This includes a $75 deductible for my claim and a $700 "hold," which I was told will be removed after I receive my check, and I send in my damaged phone. Global Warranty Group appears to move very quickly when it comes to billing my credit card, but is unwilling to provide a firm answer on when my claim will be resolved.

Desired Settlement: Since the company has stated that they owe me a check for $600 for my claim and I have already purchased a new cell phone, I would like to know when this check will be mailed.

Business Response: check  #***** for $600.00 sent 5/*/14

Consumer Response: Better Business Bureau:

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

I'd like to wait until I receive and deposit the check before closing my complaint. Assuming I do receive the check in the next week or two, then I'll be satisfied with the company's response.

Thanks,
****

 

 

 

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


Sincerely,

**** ******




 

Consumer Response: Better Business Bureau:

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

Sincerely,

**** ******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/9/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 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 BBB 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 #**** for $525 sent 4/*/14

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. 

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 BBB to get action.  Thank you very much BBB.  

Sincerely,

*** ********



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/7/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I filed a claim for a lost phone with Global Warranty Group on 04/**/14. The police report that is required with the claim was verified on 04/**/14, and the deductible of $100 was taken out of my account on the same date. The warranty states that the average delivery time is 1 to 2 business days. I have contacted the company, and all I am told is that they have to send an "escalation" to corporate to find out what is happening. I have not received any emails or calls as promised.

Desired Settlement: I am now 2 weeks without a cell phone this company said they would have to me over a week ago. I am still having to pay my cell phone charges even though I do not get to use the service. I believe the company should send me the replacement cell phone that I filed a claim for, as well as issue me a refund for the amount of time and effort it has taken me to get this issue resolved.

Business Response: UPS tracking ******************

Consumer Response: Better Business Bureau:

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

[Your Answer Here]

I request that I have my $100 deductible refunded for the time and effort it took to receive my phone. I am convinced that the only reason they finally responded is because I took it up with the BBB. This is no way for a company to treat their customers. I went 2 weeks without a phone and will have to foot the cellphone bill. The deductible cover the weeks of non use service.   

 

 

 

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


Sincerely,

***** *******




 

Business Response: I have refunded $50 of the deductible back to the credit card.  Please allow 3-5 business days to see that reflect on your statement.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/7/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: This company promised me a cheque of the retail value of the phone. They deal with warranty on the phones. It has been more than 6 months now that they have not given me the cheque. They were supposed me send me cheque in 2 weeks max.

Desired Settlement: I want the cheque of 399.99 from them ASAP

Business Response: check #**** for $399.00 sent 4/**/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/7/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I filed a complaint against my broken phone about 2 months ago. yet I still did not receive any cheque/replacement phone back. My handset number is ********** Contact number - ************ Galaxy Note 2 White

Desired Settlement: 700

Business Response: ***************** filed on 4/*/14 and GWG offered check for replacement phone value of $630.00 on same day. Customer called and asked if other options and they were told only option is check or to cancel the claim.  We have never gotten confirmation from the customer to issue the check for this claim.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/7/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Filled a complain with Global Warranty for my lost phone. Paid the $200 deductible which they asked for. This was November *** 2013. Was told a replacement phone will be sent to me. I did not get one as promised so I called back and they told me that they don't have that particular model in stock any more and instead they will send me a check for $900 + to cover the cost for a new phone. Its been over 6 months and I have not received my check. I have called them numerous times and they keep telling me that they will escalate my claim but I guess the word escalation means nothing to then. There is nobody to talk to but the call center people on. They don't even reply to the emails sent. Its been over 6 months and its very frustrating. My claim # ***************** Mobile # *** *** ****

Desired Settlement: Pay me what was agreed upon for the warranty.

Business Response: check  #**** for $919.00 sent 4/**/14


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We purchased a wireless protection program from Global Warranty Group. We paid $199 up front when we purchased the cell phone. In January, we filed a phone claim which involved sending back the damaged phone and paying a $179 deductible. As the phone that we returned (iPhone5) was no longer available, we were instructed to purchase a 5c and we would be reimbursed for the cost of the phone $550 +/-. All of this was done within the first two week of January, and the company has confirmed that they have received the phone and charged us the deductible. The problem is that 4 months later we have not received our check. We have called the company twice to follow-up, and have been told that our claim is in process and they are not sure when we will get our check. It is unacceptable that it should take this long for us to get our money from the company when we have complied with all of their requests. We have been unable to reach anyone who can help us with this issue.

Desired Settlement: We want a check sent to us immediately.

Business Response: check  #***** for $550.00 sent 4/**/14


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In August 2013, I purchased a Samsung Galaxy Note 2 from *****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 ******* and was told they did not have the capabilities to transfer customers to a ********** 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 *****s customer care and spoke to a ******* there because they were the ones who recommended this company. I proceeded to them for some resolution in this matter. The ********** that I spoke there listened to my story and contacted Wireless Protection Program/ Global Warranty Group and spoke to a ********** in the escalation department. The *****s rep was told the same story as me. However the rep from Wireless Protection Program/ Global Warranty Group explained that the *****’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 *****s Rep was told that in 1-2 business days a ********** 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 *****s store who told me they could not help because the company ended their partnership with *****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 *** *** **, 2014 and March ** *** *** Can you please help me? I see that BBB 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 #**** for $630.00 sent 4/**/14

Consumer Response: Better Business Bureau:

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

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

?
Sincerely,

*******************



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/6/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We purchased the warranty program when purchasing the phone from ******* distributor at Fremont about an year and half ago. We never had any claims on that phone. Then we realized that we did not We purchased warranty program on one of our other phones. About 2 months after that we filed a claim as the screen had cracked upon fall. We filed a claim with the Warranty group for a replacement phone. Claim Rep informed us after few days that they did not have the model and so they would be sending us a check to purchase a new phone. And that we had 2-3 weeks to return the old phone from when the check was issued. they never sent the check and at the end of 2nd or 3rd week when we called to find out if the check was mailed out or not, the claim rep kept saying they do not know and they would escalate the claim. And that they would put a stop on their end to not charge the penalty of $391 for not returning the old phone. After 2 weeks of not receiving the check when we called again as we had been charged 2 amounts of $301 and $90 on our Visa Credit card, the claim rep said they didnt know if the check was issued and we got angry with them for not giving us right info and escalating for no result and charging us penalty. the claim ********** kept saying they will escalate the issue and that they didnt know if the check was issued or not. We disputed the charges with our Credit Card company VIsa and they issued a temporary credit. And then we called to cancel our accounts with them, the cust service rep asked us to send email and we did but havent heard from them yet. They still dont seem to have any information and refuse to give us information on our claim status or even account closure and credit card charges refund.

Desired Settlement: We would like to cancel both of our warranty programs with this company and would like them to refund our charges of $301 and $90 and close our accounts. We also want others to be cautious of these scams.

Business Response: I apologize when we cancelled your claim we should have refunded the hold and the deductible for you.  I have refunded both the $301 and $90 today 4/*/14 but it can take 3-5 business days to show on your end.  I apologize for the issues.

Consumer Response: Better Business Bureau:

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

 

[
the business had agreed to refund the money $391 on the 4/**/14 allowing for 4-5 business days for credit. But we still havent seen a credit to our credit card account.

?

 

 

Sincerely,

********************




 

Business Response: I have verified with our accounting department that the credits were issued or refunded back to the card ending in ***on 4/**/14 with no errors.  Please have his bank dispute.

Consumer Response: Better Business Bureau:

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

Credit card company dug into it and confirmed they have received the credit and applied it to internal accounting since they already issued me a credit.

Sincerely,

******************



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/5/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: 6month ago, I lost my phone accidently. So,I claimed that I lost my phone and this company said they would send a $480 check as soon as possible. , we have been calling them several times because the check did not arrive. However, every time we called, they told us the check would arrive in about 3-4 days, but it didn't arrive evertime.

Desired Settlement: $480 check

Business Response: check #**** for $475.00 sent 4/**/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a cell phone insurance plan through this company and when the phone broke i called to file a claim. I was told i would have a new phone within 2 days. later that day i received a call stating they could not locate a replacement phone and said the would send me a check for $300. After a week i called and asked where my check was. i was informed it might take 30 days. This was Jan **, 2014. it is now April **, 2014, 11 weeks later and still no check or phone. I have called the company repeatedly and always get the same answer, they will escalate the issue and someone will call me in 2 days. i have never received a call back. I not only paid for the insurance policy in full up front but i have also paid for a cell phone bill for almost 3 months that i haven't had the phone.

Desired Settlement: I want the refund check for my phone as stated by the company and i want either a full refund of the purchase price of my policy or my cell phone bill paid for the time I have gone without my phone.

Business Response: check #***** for $300.00 sent 4/**/14

Consumer Response: Better Business Bureau:

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

This only covers the cost of the phone. I want either my cell phone bill paid for, for the more than three months this was in the process or I want my $75 deductible back. The claim itself is not enough at this point. I have made countless calls to this company and I have not gotten so much as a call back when I was told several times someone would call me back. I have had to go to the extreme to get my money. 

 

 

 

 

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


Sincerely,

***** *******




 

Business Response: I have refunded the deductible of $75.00 back to the credit card it was put on.  Please allow 3-5 business days to see that reflect on your statement.

Consumer Response: Better Business Bureau:

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

Sincerely,

***** *******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/4/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: 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 #***** for $500.00 sent 4/**/14

Consumer Response: Better Business Bureau:

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

Sincerely,

**** ********



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/2/2014 Problems with Product/Service | Complaint Details Unavailable
5/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In January, I filed a warranty claim against my husband's damaged cell phone. Under the terms of the warranty, we were to pay a deductible and would receive a replacement phone. I paid the $75 deductible and was to send in the damaged cell phone. A few days later I received a call that a replacement phone was not available. They asked if a check for $350 was acceptable. We agreed and sent in the damaged phone. 3 months later I am still waiting to receive my refund check. Every time I call, they claim their accounting department is still working on the claim and I will receive a phone call back. I have never received a phone call back, and the customer service team will not transfer me to any management.

Desired Settlement: I would like my $350 check as was promised months ago. This business needs to have action taken against them.

Business Response: check #***** for $450.00 sent 4/**/14

Consumer Response: Better Business Bureau:

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

Sincerely,

****** ******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/1/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Global Warranty Group provides insurance for lost or damaged cell phones. I purchased this service and the time came to use it due to a broken cell phone. I filed a claim with them on 1/*/14 for the replacement of a White 16gb iPhone 5. The claim went through with no problems. I paid the deductible and sent the phone back to them so they could inspect it. They even called me back a said that because they could not get me a replacement phone that they would send me a check for the retail amount of the phone which was $450, which I agreed to. It is now 4/**/14. I have called the company dozens of times. I have had them update their notes dozens of times with my complaints. I have spoken to ******** and no one will give me relevant information about my claim. They say it is "processing" and someone should get back to me in a couple of days. This has been happening for months. The ******** keep blaming it on the accounting department, but no one will let me talk to the accounting department. They won't even give me a phone number to call or email address to write to.

Desired Settlement: I would just like them to send the check of $450 that they said they were going to back in January. Ive already purchased a new phone.

Business Response: check
#***** for $550.00 sent 4/**/14

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved, provided I receive my check in the mail. 

Sincerely,

*** **********



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I originally purchased my warranty through a company called Ensquared phone insurance, in which I purchased a two year smartphone insurance. I am nearing the end of the two year contract, and accidentally broke my phone. I decided to use the insurance to get a phone replacement. I called and found out that Ensquared went out of business, but that the insurance company that backed Ensquared (Global Warranty Group) was still honoring some warranties purchased through Ensquared. My warranty was honored and I was told to ship my phone using the pre-paid label that was sent to me through email on March ****. I promptly sent my phone and it was received by Global Warranty Group's claim department. I received the following email message 13 days ago (April ***) ****************************************************************************************************************************************************************************** "Dear ****** , Thank you for choosing The Wireless Protection Program. We are pleased to inform you the deductible for your Broken cell phone claim has been approved and completed. Your credit card was processed on 4/*/2014 and a charge of $75.00 was placed on your credit card from Global Warranty Group. Shortly, you will be receiving an additional email containing the shipment tracking information for this cell phone. The Wireless Protection Program Claims Department Please do not respond to this email as this email box is not monitored." ****************************************************************************************************************************************************************************** My phone, after 13 days, has still not shipped. I have received no email updates, and upon calling four times in the past two weeks, no action has been taken to get my phone delivered to me. I am currently using an old phone that is also malfunctioning, and I do not want to deal with people at the claims department any more. Every time I call, I am told the same exact thing. Conversation consistently goes as follows: After not being able to find me in their system, due to having the wrong phone number for me, I ask them to update the phone number. The customer service person ensures me that the number has been updated and that this claim will be escalated and I will receive a phone call and a tracking number. So far I have had this same exact conversation three times. Once last Friday, once yesterday and once today. I still have not received any updates or tracking information. I was told that there is no ******* or supervisor I can speak to about this matter, and that I just have to wait til the phone ships. I believe that this is an abuse and the lack of service that is being provided is completely unacceptable. I would appreciate anything that the Better Business Bureau can do to fix this situation.

Desired Settlement: I would like my phone replacement shipped out immediately, and if they cannot get me the phone replacement in a timely manner, I would like a check for the full value of the phone at the time the insurance policy effective date (9/*/12).

Business Response: UPS tracking ****************** shows that replacement device was delivered to the customer on 4/**/14.  If you have not received this please contact us so we can file investigation with UPS and get your a different phone shipped.

Consumer Response: Better Business Bureau:

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

Sincerely,

****** *********



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Rogers plan from Cellcom Wireless in Oakridge Mall. As part of the plan, we received a Samsung Galaxy S3 phone. Cellcom sold us a handset warranty through a company called GWG Warranty Canada Ltd's Wireless Protection Program. The warranty allowed for up to two replacement handsets over the three years of the term. My son broke the screen on his phone twice. The first time they replaced the phone, and the second time they advised that they could no longer replace the phone as the S3 was no longer available, and would provide a cheque instead. On December **, 2013 the Wireless Protection Program call centre people told me they would be sending a cheque for $585 instead of a new phone. We paid a deductible of around $185, and the full price of the phone was initially charged to my visa and later refunded when they received the broken phone on January *. Since that time, I have phoned multiple times (at least 4), and each time they say the cheque is being processed and we should expect it shortly. The cheque has never arrived. Several times they have said that someone would call back with information on when the cheque would be provided, but no one has called back. Account_Number: ###-###-####

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) I would like one of the three parties involved: Rogers, Cellcom or GWG Canada to send us the cheque for $585.Thanks.

Business Response: check #**** for $578.00 sent 4/**/14 through USPS from our ** offices

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved. I received the cheque today. Thanks.

Sincerely,

**** *********



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 12/*/12, I purchased a 24 month insurance policy underwritten by Global Warranty Group for my iPhone 5. The policy was $179.99 and I purchased it at United Telecom, a Verizon Wireless premium dealer, at *** ********** ******* ******* ** (###-###-####). On 12/**/2013, I lost the iPhone 5 that was insured by the aforementioned policy. On 12/**/2013, I contacted Global Warranty Group to file a claim; they took all of my information and told me that I had to get a police report, which I did and I sent it to them. They charged my credit card $179.99 for a deductible. They told me they would ship out a replacement phone. When I called to check the status a couple days later, they told me they couldn't replace the phone because the iPhone 5 is no longer made, so they would instead send me a check for $650.00 that I could put towards the cost of a replacement phone. Today is 4/**/14, 115 days after I filed the claim and they charged my deductible, and I still don't have the $650 replacement check. I have called over 10 times to obtain the status of my check, talk to a manager, and all they can tell me is that the check is still processing; also every time, they mention that they are going to send it to the escalations team and someone from there will contact me within 2 business days. I never had anyone call me back from the escalations team. After one call, I did get an email on March ** from ***** on the escalations team stating they are working to process my check, but when you try to reply to the email, it comes back as undeliverable. **** ******** at the United Telecom Verizon store (where I purchased the phone) has tried calling the dealer number on my behalf twice (**** told me that he's had the same problem with GWG with 3 other customers who have reached out to him for help getting their checks) but he was not able to get anywhere.

Desired Settlement: I paid $179.99 for a policy, I paid a $179.00 deductible and I want the money that I'm due per the insurance contract - $650.00 toward the cost of a replacement phone. I contacted my credit card company 4/**/14 to attempt to chargeback the $179.00 deductible and 50% of the policy cost because I'm just assuming that I won't see a dime back from GWG.

Business Response: check #***** for $650.00 sent 4/**/14

Consumer Response: Better Business Bureau:

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

Sincerely,

******** *****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have purchased their insurance warrant policy. I have lost my phone a while ago and made a proper claim through their claim centre in sometime in Nov 2013. They have not notified me with any answer. Last word I heard from them by email was that they will contact me in 24~48 hours. They have took away deductible of $100 and never returned me a cheque to buy another phone which they were supposed to cover.

Desired Settlement: They offered me a sum of $475 to replace my phone cost instead of giving me a new phone. Since they were not able to find a same phone to replace.

Business Response: check #**** for $475.00 sent 4/**/14

Consumer Response: Better Business Bureau:

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

 

I have not received cheque from their company yet!

?

Sincerely,

***********



 

???

 

 

?

 

Business Response: Please allow two full weeks to receive the check since coming from USPS

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/1/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Paid $100 upfront for the 2 year insurance plan. Was informed by sales rep at the store that if I ever needed to file a claim, the phone would be replaced with a new phone up to 3 times within the 2yr contract. A few months after purchasing I had to file a claim. Started the claim on April ****. I had to pay the $90 deductible and then rep said to expedite the process I could allow a $301 hold on my credit card to expedite the process. I agreed because they said the hold would be released after they received the damaged phone. She also informed that the phones are not always new, they can be refurbished, whatever is available at that time. April **** I checked the website to track the claim which informed me to contact them to discuss options. I called that day and I was told that for my model , there were no phones available and that they can offer a check in the amount of $550 instead. I agreed. They did explain that it would be sent by regular mail not like a phone which is usually sent expedited service. ok so that would be like 3 or 4 days right. Wrong! I called every other day and every time they said it was in process but the checks are cut at some other location. They claim not to have supervisors but something call an "ATC" team which also gets you no where. On 4/** I asked to be connected to that office that cuts the checks but the rep said she could not do that, the only contact with them is to escalate my claim and wait for a call back. A call back which they stated should be received within 2 business days. Today's date is 4/** and still no check and no call back from the "check cutting office". I called Verizon who tells me that the store where I bought the phone is an indirect vendor and that this insurance is only through the indirect store and has nothing to do with Verizon.

Desired Settlement: I would like the $100 purchase fee returned, the $90 deductible returned and the $301 hold released asap.

Business Response: On 4/**/14 GWG received a fax from the customer's Wireless Dealer to cancel the claim which was done.  The hold and deductible were refunded back to the customers credit card that day.

Consumer Response: Better Business Bureau:

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

 
Yes, in a very upset state of mind I did request the claim to be cancelled becuase I did not want this company to end up having $491 of my money until I knew Global Warranty was going to be held accountable to complete their end of the insurance agreement. I'm not rich and do not have $491 to throw away! I researched on the web and I found the there are numerous individuals having the same problem and some have been waiting 3 + months for resolution.   How there is not a class action against them is crazy.

I notified them at around 4:30 pm to cancel the claim.    After calming down later that day at around 8:30pm, I called Global Warranty requesting them to NOT cancel the claim, the rep said they couldn't do that because it was already processed..  I would need to start a whole new claim and they would need to charge my card again!!

So they are able to cancel a claim in a matter of 4 hours and issue a credit but take over 2 weeks to process the original claim and issue the check.  Which probably would have never been completed if I let it go through.    It does not add up!!

If I need to open a new claim to get this matter resolved, I will.  But if the process is going to take another 2 weeks or more, why would I?  Can Global Warrany guarantee that I will receive a new phone or the check in a reasonable amount of time?    I am willing to pay the $90 deductible and send the old phone back, which is my end of the agreement.   

If they are not willing or able to do so, then I am still requesting the $100 fee I paid to purchase the insurance in the first place because they are not providing service that I paid for. 

 

 

 

 

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


Sincerely,

******* **********




 

Business Response: I have reinstated the claim and recharged the deductible of $90.00.  I have asked my accounting department to get your check out this week for the $550.00 we agreed upon.  You will still need to send back the broken phone using the Prepaid label we provided.  I did not re-charge the hold with good faith that you will return the broken phone once you receive the check. 

Consumer Response: Better Business Bureau:

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

Sincerely,

******* **********



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 3/**/14 I filed a claim with Global Warranty Group-Wireless Protection Program. My phone a white Samusung Note 2 stopped working properly. The phone will reset randomly and will not connect to wifi. I was told I had one of two options to return my broken phone and wait until a replacement phone could be sent out for no cost. Or have a replacement sent out with a $301 hold placed on my checking account until my original phone was mailed in. And also pay a $75 deductible. I choose to have a replacement sent to me with the $301 hold. The first replacement phone was the wrong color and did not work properly. I sent it back immediately, I read nothing on the website or anywhere notifiying customers that certain criterias won't be honored, including color. But they did send out another phone, which was white. The second phone however did not work at all. The phone did not turn on at all. It took days for the company to resend a shipping label. Weeks have gone by and I have gotten no real answers from anyone. I have called and "escalated" my concerns and awaited calls back from the advance team and from corporate and nothing has been done. As apart of the rules to get the replacement phone a hold of $301 has been placed on my account. And if the original phone is not returned within 30 days the $301 will be charged to my account. I have sent back both replacement phones and have sent countless emails to corporate since you can not talk to them directly. I have called and called and no none will help me. I cannot describe how upsetting and frustrating it is to have any answers and to be treated so poorly by a company. It is unacceptable for a replacement phone to take longer than he allotted time to return the orginal phone. THAT IS A SCAM! I AM NOT EVEN GIVEN ANY INFORMATION ON THE WHEREABOUTS OF THE REPLACEMENT PHONE!! I do not have any tracking information. I will not allow this company to treat me this way.

Desired Settlement: I want a working white Samsung Note 2 sent to my address with in 24-48 hourslike it is advertised by Global Warranty Group. So that I can return to you the original broken phone. I would like someone to address with me, who can actually give me answers, to why this whole situation happened. I want my $301 removed from the hold and released because I am not the responsible for the unprofessional and disrespective actions of this company. I

Business Response:

GWG received request from the customer's wireless dealer who sold them the Warranty Protection plan to send them an Purchase order to do an in store fulfillment at Access Cellular.  This would provide the customer with a new phone.  On 4/**/14 GWG sent PO ****** to Access Cellular to provide the customer with the device instore and then invoice GWG for that new phone.  GWG was invoiced by Access Cellular on 4/**/14 stating customer was picking up the phone there.  Please consult with local Access Cellular.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: we had the contract for insurance on the cell phone , this company is not honoroing its part , come up with a different reason to state taht they do not have to take our claim , they have taken money out every mpnth but dont want to honor insurance policy just a very poorly run ( or excellently run SCAM )business

Desired Settlement: Replacement

Business Response: Please provide the wireless #, claim file #, or contract number so I can research.

Consumer Response: Better Business Bureau:

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

[Your Answer Here]
phone number **********, cant give you claim number because you guys wont let me file a claim , for which you have very conveniently charged my CC for last 16 months ..

 

 

 

 

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


Sincerely,

***** *****




 

Business Response: I have reinstated your contract so you can call in and file a claim now.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: on February ***, 2014 i sent a complaint email to "global warranty group" concerning phones being received from the company not being in great working order, i received an email a couple days later that a phone would be sent to me to replace the problematic one i had received. about a week after that which is now 2 weeks after the initial complaint i received a voice mail stating that no phones similar to mine were available and an offer was given to me which was for a check of $300.00 to be sent to me, which was the estimated value of the phone. in late February early March i made a follow up phone call to the company regarding the $300.00 check i hadn't received yet. i was told the finance department was processing it and that the claim would be sent out relatively shortly. it is now April ***, about a month later and still have heard nothing back from the company as well as no check, when i called the company today i was told the exact same thing as a month later, there was no ********** i could talk to and basically the only thing he can do was an escalation report.

Desired Settlement: $300.00USC

Business Response: check #***** for $400 sent 4/*/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/29/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought this insurance when I activate Samsung Note 2 because there was a time that thieves were all over to steal the cell phone. Unfortunately, that happened to me about 7-9 months ago and I called Global warranty group right away to advise them. They told me that they dont have a samsung note 2 in stock so sending me a cheque of $700? or $730.00 ( I dont even remember since its LONG TIME AGO!) and I waited about a couple months and couldnt wait any longer for the cheque so I purchased with my own money! and guess what? still havent received a cheque YET! GOSH! IT HAS BEEN ALMOST 1 YEAR! Everytime, I called to call centre number, they told me theres nothing they can do as a representative and refuse to give out the number that I can directly contact to! I got a manager's phone call once after like 5-6 times of phone call but that was it!! They always say that it will be arrive in this month and repeat themselves over 10times and I gave up to phone them anymore! THIS IS WORST SERVICE EVER! What kind of warranty company does this?? especially, in these days, you know cell phone is crutial to our life!! I purchased from my own pocket and waiting for another 6months and no FOLLOW UP PHONE CALL & APOLOGY PHONE CALL! What is this???? Have I ever gonna receive a cheque????????????? or is this company fraud??????????????? This is really frustrating since I paid over $100.00 to purchase this insurance and very disappointed! ARE THEY GOING TO SEND ME A CHEQUE OR WHAT? this is just... very frustrating and call centre is useless since I have to repeat myself and they are doing same too. Please be advised and file this complaint to this global warranty group! Thank you very much.

Desired Settlement: I would like to get my reimbursement cheque ASAP since it has been almost a year! I started to wondering now that they are ever gonna pay me or is this even a real company???? Please be advised and let the company know ASAP for better service. Thank you for this website at least I feel like I can speak to someone regards this issue.. thanks.

Business Response: check #**** for $730.00 sent 4/**/14

Consumer Response: Better Business Bureau:

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

Sincerely,

******* ****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In October 2013, my phone was broken so I called the wireless protection program. I paid the deductible and had the cost of my phone placed on my visa until my old phone was received by the company. I was told there was none of my Samsung Galaxy III in stock and was asked if it would be okay to receive a check, as this would be a faster process. I agreed as I needed a new phone. At the end of the call I was told I would receive the check in 4-6 weeks. It has now been 6 MONTHS and I have yet to receive this check. I sent my damaged phone in and was given back the money that was put on my visa, but without a phone I had to buy a new one. I have called on a regular basis and have received no answers. I am constantly being apologized to by the call center representatives, but nothing is being done. Every escalation call I have made has resulted in the call center being told that they are still waiting to hear back from the accounting department (the Global Warranty Group never contacts me directly, I have to call the call-center yet again to hear their response to my complaint). Of course I believe this to be a lie, as in 6 months the accounting department has yet to respond to this situation? The Global Warranty Group is wanting me to forget about my check so they can keep my deductible and not have to pay me for the service I paid for. At the start of January 2014,I finally received a phone message apologizing for the inconvenience and was given $50 back from my deductible (not the full amount) for said inconvenience on my visa. This message ended by saying that I would receive the check by the end of the month. For a short time I was not stressing about the situation. Being a full-time student, I of course was under a great deal of stress and dealing with this situation had only added to that stress. I was also relieved that in 2 months I had FINALLY had some sort of response from the company. We are now nearing the end of April and I am done waiting. I have asked several times for a call back and have received no word back from the protection program. This check is something I need, and am owed by the company, for replacing the phone I had to purchase 6 months ago. I paid the deductible fee, I paid for my old phone to be sent away, I had to get out of my old contract for my old phone in order to purchase a new one (because I was told it would be faster than waiting for a new phone) and the protection program has done nothing for me. I called the company on a regular basis, never getting angry or rude with the call-center agents, simply just asking for someone to speak to me about the situation (the company fails to provide another contact number besides that of the call-center). I even obtained the E-mail address contact, which I sent MANY Emails asking for someone to contact me, and was not responded to even once. All I ever wanted was for the company to stand behind their contract and replace my broken phone.

Desired Settlement: I would like to finally receive the check I was promised to receive in December of last year, as a replacement of my broken phone. I would also like an apology from the company for their lack of customer service and to acknowledge how much stress this situation caused me to be in while I was in school and relying on a check to pay off a phone, for 6 months.

Business Response: check #**** for $475.00 sent 4/**/14 from our ** offices

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/28/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: The involved two companies are METRO PCS wireless and Global Warranty Group (INSURANCE PROVIDERS), I purchased a mobile phone from METRO PCS phone store in ******** ** *****, The phone and service was fine, I purchased as a gift to a close friend and she Lost the phone, I then tried to use the INSURANCE POLICY that was purchased at the same time the phone was purchased, First METRO PCS wireless co. stated to me that they could not locate my Warranty in the system.??? So now they then had to backdate and verify my purchase and the receipt, They finally found the receipt and gave me all information, I then tried to call in Global Warranty Group under the" WIRELESS PROTECTION PROGRAM",I spoke to someone name ****, **** has taken all my information and told me someone would email or call me, 5 days later I then called again and ask for a status another CSR stated that the phone that I purchased on a Lease agreement from METRO PCS at $889.00 including insurance fees is only worth $450 and that is all they can give me for my phone mean while I am stuck with the remaining balance to continue to pay METRO PCS, Also This has continued for a span of 2 months and I have yet to receive my new phone OR my money and NOBODY has reached out to me, The two companies mentioned above BOTH has shown Terrible customer service and Quality Assurance, Nothing has been done but phone conversations and promises while I dump hard earned money into something I no longer own, I was very disappointed in METRO PCS company for even participating in such a LOW LEVEL CUSTOMER INTREST COMPANY.They will never ever get my money again or time. and I would never ever recommened this company or service to ANYONE, not even an enemy of mine and I don't know even have any. Please reach out to this business and insure there is actually business being conducted and not abunch of games, because they will rob someone else.

Desired Settlement: I desire my FULL REFUND that was purchased ($900) via METRO PCS Wireless co. So I can pay the remainder of my balance owed to Progressive Leasing Co.which is the Leasing party Via METRO PCS Wireless Co.

Business Response: check #***** for $500.00 sent out of our ** offices on 4/**/14 via USPS

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/28/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased Global Warranty's cell phone replacement insurance through my local registered Sasktel dealer in the begging of last year. I made a claim on my iPhone 5 on 03/**/2014 and paid my deductible of $179.99 and vouched to put a hold of $699.99 on my credit card in order for me to receive a new phone within 24 hours. The $699.99 would be refunded back when they're received my broken phone, or I would be charged for the full amount if they hadn't received in 3 weeks. Three days later, I still hadn't heard anything from the company so I went Jump.ca, the dealer who sold me my phone as well as my insurance policy. They made a phone call in my behalf to the company and I also made one. They told me that I would hear something in 24-48 hours. On 03/**/2014, I still hadn't heard anything, I went back to the Jump store and a sales representative called in again, and the company said that they tried calling but I never got back to them, even though they had the correct call back number on file. The company explained that they didn't have my phone in stock, and offered me a check for $750 dollars that would be shipped out within two weeks. I accepted that, and my cheque began to be processed for shipping. I purchased the equivalent to my prior phone that day and sent my broken phone off to the company. Two weeks came and went and I still hadn't received my cheque in the mail, I logged on to the *************** site and in the tracking number box it said "processing". On 03/**/2014, I called the company and asked them for the status of my cheque and they explained that it hadn't been shipped out yet and the *************** site is "irrelevant" and not to go off of the information on it. I explained that it had already been two weeks and asked what the hold up was and she responded by saying that most cheques take "months, plural" to be sent out. Horrified, I explained that when I agreed to accept the cheque being told that it takes up two weeks to be received. She responded by telling me that I was wrong, "because we don't do timelines". She offered to escalate my claim and apply for a rush on my cheque and said that I was going to be getting a call back within 24-48 hours. I immediately called the sales representative at the Jump store, who was the one who was calling on my behalf. I asked her if they gave her a time limit over the phone, and she also said they told her that I would receive a cheque within 2 weeks. She called head office and asked them to call the company as well. 48 hours past and I called the company again, and they told me that I was on the calling list and that I would be receiving a call back by the end of the business day. I still hadn't revived a phone call at 5:30 (Central time) so I called and they're office was closed. On 03/**/2014 I called the company and explained to them that I talk to a customer service representative on Friday and they told me I was suppose to receive a call back and never received one, and for the the second time they offered to escalate my claim and that I would be hearing back in 24-48. I explained to her that I had already escalated my claim and she assured me that the prior re-escalations wouldn't be voided, that they all still exist. During this phone call I explained to her that I am going out of the country traveling starting 04/**/2014 and that I need this to be delt with before I leave, and that I was told I would receive my cheque within two weeks. She noted all of this on my file. Growing impatient, I called 24 hours later and asked to be transferred to a **********. I was then transferred to someone in their advanced care department, who basically gave me the same run around as all of the other people I talked to on the phone. She, like the others re-escalated my claim and said that I would be receiving a call back in the next day. I never received a call. I called the company on 04/**/2014 and asked them to escalate for the 5th time, and told them that I was filing a complaint with the BBB. In addition to my actions, the The Jump.ca also tried numerous times to get updates from the company and they never responded to them either. I'm starting to believe this company is nothing but one huge scam. Note: the status of my claim on the companies *************** site is 'closed', how ironic

Desired Settlement: -To receive an update on my file ASAP -Have my cheque sent out for me to receive by 04/**/2014 -Accountability from the company

Business Response: check #**** for $750.00 sent 4/**

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 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: ****************** IMEI # for new phone: ************ Serial # for new phone: *************** On March **, I received an email from ***** ****** (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 *************************************** (the email address that ***** ****** 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 ***** *** ****. 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 **** 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 Better Business Bureau. $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 #***** for $550.00 sent USPS out of our ** offices on 4/**/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/25/2014 Problems with Product/Service | Complaint Details Unavailable
4/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Apple iPhone 4S 16GB White was purchased with Protection Plan ($145 pus TAX) from the No Wires Direct Rogers Authorized Dealer in October 2012. The Warranty Plan provided by a third party company Wireless Protection Program by Global Warranty Group (GWG). In September 2013 the claim was made to the Wireless Protection Program regarding the IPhone. The IPhone was sent out to the GWG along with replacement fee $179 and GWG promises to send us back replacement in a few days. Instead of replacement in a week or so I got a call from GWG that they dont have iPhone 4S White in stock and they can send us Black instead, I agreed and waited a week again. Then they called with explanation of inability to send Black iPhone 4S as they dont have iPhone 4S in stock at all. Proposed solution from GWG was sending us a compensation cheque of $600. Im still waiting for this cheque since September 2013. After countless calls to GWG and No Wires Direct Rogers Authorized Dealer the issue has not been resolved. It looks like big scam, they charged me twice on amount of $339 and didnt provide the service what has been paid for and No Wires Direct Rogers Authorized Dealer is responsible for it not less then GWG as selling these scam deals to their customers. 

Desired Settlement:  a compensation cheque of $600

Business Response: check #**** for $600.00 sent 4/**/14 through USPS from our ** offices

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********,

Do the GWG provided a tracking number for their cheque ? 

 


Sincerely,

***** *******




 

Business Response: was sent USPS no tracking  check #**** for $600.00 sent 4/**/14

Consumer Response: Better Business Bureau:

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

Sincerely,

***** *******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/24/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Bought insurance for cell phone from Global warranty group thru Rogers cell phone. Lost cell phone called Global to get new one sent in my $130.00 decutable, was told they have no phones to sent me so they will sent out a cheque for $525.00 to replace phone. That was on Dec * ,2013 I have not received anything, when I call them they just keep saying they are working on it and they will esculate my claim. They said "they are not set up to send out cheques, so they are trying to figure it out" I have called maybe 10 times. I did recive a call from **** in Feb. that all cheques were going to be sent out end of Feb and he ' Assured me" I will have my money first week of March 2014. When I called the last week of March 2014 to say I have not recived my money I was told that the cheques have not been sent out and they are "still working on it " I have paid $70.00 for the insurance plus $130.00 for deductable they have $200.00 of my money with nothing in retuned

Desired Settlement: I would like my $525.00 to start with,if I can get my $130.00 deductable with it would even better

Business Response: please provide the claim file number or wireless number for the claim so I may follow up on this.

Consumer Response: Better Business Bureau:

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

 

[Your Answer Here]

 This is not my final reply, I am answering question sent to me,asking for cell phone #

It is ###-###-####

Thank you

******* *****

 

 

 

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


Sincerely,

******* *****




 

Business Response: check #**** for $525.00 sent 4/**/14

Consumer Response: Better Business Bureau:

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

Sincerely,

******* *****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/23/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This is now a second complaint for this company after I thought I had already had everything resolved. I cancelled my account with ***** ****** herself after the last encounter. We did this almost two months ago. Shortly after, I was charged for the insurance that was already cancelled. I let it slide and just called to make sure that my account status was indeed cancelled, it was. Fine, no problem. However, they just withdrew from account again. This was no mistake. It is just blatant theft at this point. After the many months I just had to deal with them on an unrelated issue, I am at my wit's end. UNACCEPTABLE

Desired Settlement: For the *** or *** to contact me as well as my refund.

Business Response: Contract ********* for wireless **********
under ******* ****** was cancelled on 3/**/14 per emailed request by ********* *****.  There was a payment of $6.99
charged in error on 3/**/14 and 4/**/14 which I have refunded today 4/**/14.  I have cancelled the reoccurring payment in
our accounting system to ensure no future payments will be removed.  Please allow 3-5 business days to see those
refunds.

Contract ********* for wireless ********** under ******* ****** was cancelled on 3/**/14 per emailed
request by ********* *****.  There was a
payment of $6.99 charged in error on 3/**/14 and 4/**/14 which I have refunded
today 4/**/14.  I have cancelled the reoccurring
payment in our accounting system to ensure no future payments will be
removed.  Please allow 3-5 business days
to see those refunds.

Consumer Response: Better Business Bureau:

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

[Your Answer Here]

 
I asked that the *** or *** contact me as well.

 

 

 

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


Sincerely,

********* *****




 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased LG G2 from local WIRELESS ZONE (VERIZON) and warranty they suggested in January 2014. Phone fell onto concrete shattering glass screen and preventing continued use of phone. Waited for thirty day period to file claim with Global Warranty. Sent phone and deductible of $100 on 2/**/14. Received e-mail confirming receipt of phone and to expect a tracking number for replacement. Company advertises replacement within 48-72 hours. No phone received within 14 days so I called them. They have no LG G2 phones in stock and will mail check, but no idea when. Called again two days later and service said check went out two days prior and should take 5-7 business days to arrive. It did not. Called WIRELESS ZONE to get them involved. They have made several calls with responses by Global Warranty promised within the day. Never happened. Today is 3/**/14 and I have no phone or money. Company has accepted money for a service they obviously cannot or do not provide.

Desired Settlement: A refund check or a new, unused NIB LG G2 phone. N remanufactured or refurbished replacement accptable.

Business Response: check #***** for $550.00 sent 4/**/14

Consumer Response: Better Business Bureau:

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

Sincerely,

***** ********



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/23/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I paid in full for two full years of insurance for my wireless cell phone. I filed my claim for insurance 02/**/2014 and paid the $100.00 deductable. I had until 03/**/2014 to ship my broken cell phone to them and no be changed another $275.00 as a penalty of not returning my broken cell phone. It is now 04/**/14 and the check never came for the insurance claim to purchase a new phone to swap my information from phone to phone so I can ship them my broken one. They have now charged my credit card $275.00 but have failed to send me the check to purchase the new phone within the deadline period as the agreement stated it would. I have called them several times for an explanation and received failed promises of a 24 to 48 hour call back time and have escalated the process through their service department multiple times as well. They keep taking my money and I have yet to have anything to show for it.

Desired Settlement: Refund my $275.00 that you charged me for failing to send me the check for $550.00. Also send the check for $550.00 as I have already paid my two year contract fully as well as the $100.00 deductible. I will never purchase insurance from this company again nor will I recommend them to anyone.

Business Response: check #***** for $550.00 sent 4/**/14 and the other check will be sent tomorrow

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchsed the protection plan. Put in a claim nov 2013. They stated they could not send a replacement phone because it is no longer made. And would send a chq. Continously I and the representative from the store call and they state they put a request in but the accounting department has not issued a chq. Nor will they transfer me to a ******* or ********** to speak to. They also charged credit card and interest is accumulating daily.Unless I constantly call them no one contacts me to tell me staus. The company is actually global warrenty group. Product_Or_Service: Other // Account_Number: ************

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) I would like the chq mailed out plus additional services at no extra charge for the wait as well as the interest that has accumulated on credited card to be paid

Business Response: check #**** for $730.00 sent 4/**/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This company is a fraud. I purchased warranty to have my broken phone fixed. I sent in my cell phone, charger and battery as well as my money order to have them send me my new phone within 48 hours. I have received nothing back after three weeks. They cannot tell me what's going on and why I do not have a phone. Hundreds of other people have had the same thing happen to them. I pay money each month as well as the deductible I paid. They have taken my money and not given me a new phone.

Desired Settlement: I would like to receive a fully functioning 16gb iphone 5 with a charger as promised by my warranty. If there is any problems with this new phone they will fix it. If this is not an available option I would like a cheque to cover the entire cost of a new cell phone, including taxes.

Business Response: Please provide the money order #, date it was sent, address it was sent to, and any tracking for it.

Consumer Response: Better Business Bureau:

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

The business is now requesting I send them the tracking number for my money order. It has been confirmed by Canada Post that the business has received my money order and phone. If i do not recieve a cheque from the business to cover the entire cost of a new phone, legal action will be taken. The cheque must be received by me by the end of April. I have all legal documents prepared if the business would like to be in contact with my ******. 

 

 

 

 

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


Sincerely,
***********



 

Consumer Response: Better Business Bureau:

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

Sincerely,

***** ******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On December **** my son upgraded his phone to a new samsung galaxy 3 phone and purchased a wireless protection plan at the same time. The cost of the protection plan was $124.29.At the end of August , he dropped the phone and so it was sent to Promobility Inc at ** **** ****** *** ******** ***** ******* for a replacement phone. The phone was received by promobility on September *** 2013. At that time I was informed of a 3-5 day turnaround for a new phone to be sent to us. September **** I called, ###-###-####, notifying them we had not received the phone. They indicated they did not have the phone in black, so would we take the new one in blue. Agreed to that. October **** called again as still had not received the new phone. Informed that they could not replace the phone so would I accept a refund of $700 so that I could purchase a new phone for my son. I agreed. Calls made November ****. November ****. Dec **** 2013. January ****. Feb ****. March **** March ** 2014. Still no cheque for $700. I have also emailed to customer service at global warranty group dot com. No response. Each time I have called I am promised someone from the escalation group will return my call within 2-3 business days. I have had ONE return phone call since September 2013. Product_Or_Service: Other /Samsung/ Account_Number: ###-###-####

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) Looking for the refund cheque of the mutually agreed $700. I helped my son buy a new phone as he needs one for his business so I have been out of pocket for $700 since September 2013.

Business Response: check #**** for $700.00 mailed USPS on 4/**/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased Global Warranty Group's Wireless Protection Insurance Plan for my cell phone. We paid upfront and in full for this coverage. My phone broke, so I filed a claim on February *, 2014. The insurance company immediately charged a $100 deductible and a $275 hold on my account until March *, 2014, as agreed. After March *, they would charge my credit card if they had not received our defective phone. After my claim had been filed for a week, a representative contacted me that they did not carry a replacement phone for me and wanted permission to issue a check in the amount of what a new phone would cost. We agreed for a check to be issued in the amount of $400. I issued my concern to the representative that I did not want to mail my defective phone in until I received the check and the representative assured me that it shouldn't be a problem. After not receiving a check in a timely manner, I contacted the insurance company's call center again and was told that they would "escalate" my call to another representative, who would contact me within 24-48 hours regarding the status of my check. After not being contacted in a week, I called again and was told they would again "escalate" my call. I asked the call center to make a note that I would not send in my defective phone until I had received my check. Once again, I was not contacted by anyone regarding the status of my check. On March *, 2014, I was charged the $275 dollars without being contacted by a representative regarding the status of the check although I had tried to contact them twice. It is now March **. 2014, I have contacted them to escalate my call regarding the status of the check 3 times since March * and still have not received a check in the mail OR a call from a representative regarding the status of our claim and receiving my check. My husband is in the military and deploys often, I am almost 7 months pregnant and can not be left without a phone while he is gone in case of an emergency. It has been 6 weeks since I filed the claim and I have had no one contact on me on the status of receiving the check.

Desired Settlement: I would like to receive my $400 check, as agreed, in a timely manner. I would also like to have the $275 charge refunded to my credit card until I receive my $400 check.

Business Response: check #***** mailed 3/**/14

Consumer Response: Better Business Bureau:

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

Sincerely,

****** ********



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We have purchased insurance through Rogers Communication, a wireless provider in Canada who involved Global Warranty as a third party. We had lost our phone and when we contacted Global Warranty, they stated that they no longer carry the iPhone 5 and that they would issue us a cheque for what the phone was worth. To this day, we have not received a replacement phone nor a cheque. Moreover we are awaiting a refund on the credit card where the money for the phone's deductible was charged.

Desired Settlement: We would like the "pending" cheque to be received and the deductible charged on our credit card to be refunded. The cheque should not be made out for what the iPhone 5 is worth today, as the cost has depreciated but rather for what it was worth when the company had stated they would issue the cheque for $899 six months ago.

Business Response: check #**** for $799.00 mailed USPS on 4/**/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: i have been caling & calling trying to file a claim on my service contract i have with ********* & golbal warranty group for my iphone 5s 64 gag gold ******* my contract service number thats on my contract is ###-###-#### my police report # for my stolen iphone 5s gold 64 gag is ********** *** police department that took my report is ###-###-#### i have sent this two them five or six times and even got a reply email from them saying they have upadted my account but when i call the claim department they cant find my contract number but find my contract and tells me i need to call other departments to have them update my account i get no phone calls back at all my cewll phone was stolen on the 01/**/2013 i been trying to file my claim and keep waiting on a call back i never get im send u my service contract and my sells receipt please have them call me so they can give me my claim number at ###-###-#### thank you and the reply email i get from them im sending it to thank you so much Thank You, ***** ********* Support On 1/**/2014 5:48 AM, ***** **** wrote: WITH THE RIGHT MODEL IPHONE 5S 64 GAG GOLD AND NOT THE 5S 16 GAG this is ****** ***** & ***** ****** we sent you this two you 01/**/2014 3 diffrient times and you reply back stating you comfrimed and updated my account please call ###-###-#### my phone was stolen and they cant find my phone number is that was stolen is ###-###-#### ###-###-#### Thank You, ***** ********* Support Team On 1/**/2014 6:04 AM, ***** **** wrote: YES I NEED TO LOG INTO MY ACCOUNT AND I NEED TO FILE A CLAIM AS WELL I CALLED YOUR CLAIMS NUMBER BUT THE WAS NOT ABLE TO FIND MY PHONE NUMBER THATS ON MY ACCOUNT Order Number: ******** Invoice date: 12-**-2013 ********* Device Insurance ^ purchased iPhone 2 Year Accidental Damage PLUS Lost & Stolen $129.99 Customer information E-mail: ********************** Device information Home phone number: ###-###-#### Cell phone number: ###-###-#### Device make: Apple Device model: iPhone 5S Gold 64Gb Device IMEI / Serial number: *************** *******: ******* Wireless Date of purchase: 12/**/2013 Proof of purchase: Invoice I warrant my device is in 100% working order and less than 30 days old: Yes I understand that I will need to produce proof of purchase when making claims: Yes I have read and agree to all terms and conditions: Yes Billing information Address: ****** ***** *** ****** ** *** *** ******** ** ***** Payment method Subtotal: $129.99 Total: $129.99 Paying by: Credit card Insurance expiry date Insurance expiry date: 12-**-2015 ^ ********* Device Insurance is a insurance backed wireless protection program Please send billing questions to ********************* and technical support questions to ********************* Thank You, ********* Support Team AND HOW IS MY INSRUANCE THREW

Desired Settlement: i would like to get my new replacement iphone 5s 64 gag gold ******* or my replacement check for $850.00 and would like to get a call back to complete my claim and get my claim number be able to log into my account with yall i have on my service contract ###-###-#### i have been caling & calling trying to file a claim on my service contract i have with ********* & golbal warranty group for my iphone 5s 64 gag gold ******* my contract service number thats on my contract is ###-###-#### my police report # for my stolen iphone 5s gold 64 gag is ********** *** police department that took my report is ###-###-#### i have sent this two them five or six times and even got a reply email from them saying they have upadted my account but when i call the claim department they cant find my contract number but find my contract and tells me i need to call other departments to have them update my account i get no phone calls back at all my cewll phone was stolen on the 01/**/2013 i been trying to file my claim and keep waiting on a call back i never get im send u my service contract and my sells receipt please have them call me so they can give me my claim number at ###-###-#### thank you and the reply email i get from them im sending it to thank you so much Thank You, ***** ********* Support On 1/**/2014 5:48 AM, ***** **** wrote: WITH THE RIGHT MODEL IPHONE 5S 64 GAG GOLD AND NOT THE 5S 16 GAG this is ****** ***** & ***** ****** we sent you this two you 01/**/2014 3 diffrient times and you reply back stating you comfrimed and updated my account please call ###-###-#### my phone was stolen and they cant find my phone number is that was stolen is ###-###-#### ###-###-#### Thank You, ***** ********* Support Team On 1/**/2014 6:04 AM, ***** **** wrote: YES I NEED TO LOG INTO MY ACCOUNT AND I NEED TO FILE A CLAIM AS WELL I CALLED YOUR CLAIMS NUMBER BUT THE WAS NOT ABLE TO FIND MY PHONE NUMBER THATS ON MY ACCOUNT Order Number: ******** Invoice date: 12-**-2013 ********* Device Insurance ^ purchased iPhone 2 Year Accidental Damage PLUS Lost & Stolen $129.99 Customer information E-mail: ********************** Device information Home phone number: ###-###-#### Cell phone number: ###-###-#### Device make: Apple Device model: iPhone 5S Gold 64Gb Device IMEI / Serial number: *************** *******: ******* Wireless Date of purchase: 12/**/2013 Proof of purchase: Invoice I warrant my device is in 100% working order and less than 30 days old: Yes I understand that I will need to produce proof of purchase when making claims: Yes I have read and agree to all terms and conditions: Yes Billing information Address: ****** ***** *** ****** ** *** *** ******** ** ***** Payment method Subtotal: $129.99 Total: $129.99 Paying by: Credit card Insurance expiry date Insurance expiry date: 12-**-2015 ^ ********* Device Insurance is a insurance backed wireless protection program Please send billing questions to ********************* and technical support questions to ********************* Thank You, ********* Support Team AND HOW IS MY INSRUANCE THREW

Business Response: This claim has been cancelled due to fraud.

Consumer Response: Better Business Bureau:

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

[Your Answer Here]

 this is a lie they took my money that i paid for my policy and took my money for 

my deducatble i paid for then was called and lied to that my check was already sent out to me 

then never called me back after leaving several calls 


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


Sincerely,

****** *****




 

Business Response: Per the email and receipt provided by the customer the address provided at time of purchase is the address customer claims he has never lived at. This claim was deemed at fraud and will not be covered

Consumer Response: Better Business Bureau:

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

 

[Your Answer Here]
YES THE *** **** ****** ** IS MY OLD ADRESS I HAVE MOVED SINCE I FIRST FILLED THE CLAIM
MY NEW ADDRESS IS ***** ****** *** *** ******* ** *****

?

I FILLED THIS I HAVE MOVED FROM THERE AND WHY WOULD I HAVE 

A POLICY I PAID FOR ALONG WITH A I FILLED THIS I HAVE MOVED FROM THERE AND WHY WOULD I HAVE
A POLICY I PAID FOR ALONG WITH A DEDUCTABLE THAT I PAID FOR AS WELL I SENT ALL MY DOCUMENTS TO THE BBB AND TO THAT COMPANY JUST TRYING TO GET OVER ON PEOPLE
IT BEEN OVER 3 MONTHS SINCE I WAS APPROVED AND PAID
FOR MY DEDUCTABLE OF $179.99 I WANT MY MONEY BACK I PAID
PLUSE MY REPLACMENT OR MY CHEACK FOR $850 DOLLARS
DEDUCTABLE THAT I PAID FOR AS WELL I SENT ALL MY DOCUMENTS TO THE BBB AND TO THAT COMPANY JUST TRYING TO GET OVER ON PEOPLE 

IT BEEN OVER 3 MONTHS SINCE I WAS APPROVED AND PAID 

FOR MY DEDUCTABLE OF $179.99 I WANT MY MONEY BACK I PAID 

PLUSE MY REPLACMENT OR MY CHEACK FOR $850 DOLLARS 

 

 

 

 

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


Sincerely,

*****************




 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased 2 phones from a local ******* Wireless Retail store. Returned the phone and cancelled contract less than 24 hours later. The store did not cancel the insurance on the two phones. Received debit to my account for 10.99 x 2. I have called Global Warranty 4 times now. The person answering the phone states the only thing they can do is email their accounting office again and ask them to expedite this issue. They state the accounting office will call me back within 2 days but this has never happened. I tried to speak with someone in authority but the person states that no one is in their office of authority. They state they have cancelled future charges but I won't know this until later.

Desired Settlement: Refund of 21.98. (10.99 per phone)....verification that contract is definitely cancelled. Hopes that future callers will receive a phone call from them in a timely manner.

Business Response: I have refunded two payments of $10.99 (one per contract).  Please allow 3-5 business days to see that refund on your credit card/bank statement.

Consumer Response: Better Business Bureau:

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

Also, I wanted to tell you how nice it was for your fast response to this matter!

Sincerely,

***** *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased Cell phone insurance coverage (2 YR plan) for three IPhones from this company the first week of November of 2013. A discount was offered if I paid for the premiums upfront which I did. The first week of December 2013, my daughter's phone was accidently destroyed and we called to file a claim. They asked us to send the destroyed phone and that they would send us a new phone. They immediately processed the $179 deductible against my credit card. They called a couple of days later to say that the IPhones were on backorder and that we would have to go buy a phone and that they would send us a check for $550 to reimburse us for the cost of the new IPhone 5c. Since my daughter was living and working in the mountains in Colorado, she did not have easy access to an Apple store. After waiting 3 weeks for the check and leaving my daughter without a cell phone I finally decided to go ahead and purchase the phone in ****** **** and send it to her the end of December thinking that the check would be coming soon. My cost to purchase the phone was $598 including sales tax. Today is March ** and we have still not received a check. Therefore we have paid a significant of money for a service (insurance) that we have not received. I have made several phone calls regarding this claim and feel that I have been extremely patient. However, I will never purchase cell phone insurance again and would encourage everyone else to do the same. Consumer BEWARE! I will never file another claim with this company. It is simply not worth the time and frustration. I can not afford to be out of pocket this much money for this long! I paid for something that I did not receive. This is extremely unfair and should not be allowed to happen.

Desired Settlement: Refund my Insurance premiums of $435 plus my deductible of $179 = $614, Or $598 (my replacement cost of the phone), or at least the promised amount of $550. Even though a claim was filed, I have not received any benefit from that claim. If we did not have insurance we would have purchased a less expensive phone to replace the destroyed phone. I will never file another claim with this company.

Business Response: check ***** for $550.00 sent 3/**/14 and I have refunded another $100.00 of your deductible for the delays

Consumer Response: Better Business Bureau:

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

Sincerely,

******* *******



 

Consumer Response: Better Business Bureau:

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

 

I have still not received the check as promised from the company as promised when I filed this complaintSincerely,

*************




 

Business Response: I will follow up with our accounting department to see when the check was resent to the new address provided on 4/**/14.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/18/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

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

Desired Settlement: I would like refund of the $75 deductible and broken phone back, or check for $500 that was promised.

Business Response: check #***** for $500.00 sent 4/**/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/18/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I agreed to sign up for this insurance company with my local Verizon wireless store. My phone got damaged in Janurary, and I filed a claim with the Global Warranty Group on February *, 2014. They charged my credit card for the claim 179.00 and promised that I would receive a replacement phone. They called back approximately 6 dayss later and said they didn't have a replacement phone, but offered to send me a check in the amount of $550.00instead to reimburse the cost of my phone. They also sent me a UPS ticket to send my old phone back to them, which I did as I believed that was part of the processing requirement. I have called the company's number about 10 times each time I reach the call center. They always promise to escalate the call, and that I would receive a call back in 1-2 days. I have never received a call back. I am continually told that the claim in is process and pending in accounting. Today I spoke with what was reported to be the escalation center, they assured me they were doing all they could. I do not believe this. This has been going on for 8 weeks. I am not alone. There are many, many people experiecing the same issue - check out ******* *****t.

Desired Settlement: I would like to recieve my $179 back, my old phone and the $550 check that was promised.

Business Response: check #***** for $550.00 sent 4/**/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/17/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I had bought an insurance policy for my droid RAZR maxx when I purchased the phone. I had the phone for several months before it broke and was in need of the insurance I bought. I called the wireless protection program number and started the claim 2/*/*4. I opted to have a new phone sent prior to sending my broken phone back to them at a cost of $300. This was on top of the $75 deductible I had paid when I filed the claim. I have called several several times and they didn't have a replacement phone and I would be issued a check for $550.. I ended up paying for a new phone because of the excessive delay. Well nearly 2 months later, after having sent them my broken phone back to them. I have not been reimbursed for my deposit nor have I seen a check or any information on getting it.. At this time they have $850 of my money and I have a credit card collecting interest because they obviously have no plans on sending a check or reimbursing my deposit.. This is a scam company and should be a recipient of a class action lawsuit. I just want the check I was promised and my deposit reimbursed immediately!

Desired Settlement: I would like what is owed to me immediately. This company owes me $850 at this point. More if you figure my $75 deductible and the almost $200 cost of the plan which seems to be fraudulent.. A class action lawsuit against this company should be considered as well for the time and aggravation that this company has caused innocent peoples lives

Business Response: check #***** for $550.00 sent 4/*/14

Consumer Response: Better Business Bureau:

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

[I have not been reimbursed my $301.00 that was charged on my credit card for sending in my broken phone. I have confirmation it was received by this company but i haven't been credited the $301.00. Its been several weeks?]

 

 

 

 

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


Sincerely,

**** ******




 

Business Response: I apologize for the delay.  I have refunded that hold back to your credit card.  It normally takes 3-5 business days till you see it reflected.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 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 ***) 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 *** 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 #***** for $400.00 sent 4/*/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/17/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: same story as everyone else on here. Filed for a new phone in December, offered a $550 check instead, company deducted $75 from my account. Called 4 times since then and told they would call back within 48 hours, they never did. They then deducted $275 from my account, I called and complained but they still have not reversed that charge. 8 weeks later and still no check or information. They are scamming customers by charging them money and hoping they dispute the charges. If the customer disputes the charges, they dont have to replace the phone or send the check, and yet they keep the monthly insurance charge dating back since the beginning of the policy.

Desired Settlement: The desired outcome would be for me to get my $550 check, but also this company needs to be reprimanded. There are 196 complaints of them pulling this scam and yet they still have a BBB rating of A+. They are hoping that people dispute the charges so they dont have to send out checks. Verizon confirmed that this company has been scamming many customers and just hoping they get too frustrated to follow through

Business Response: check #***** for $550.00 sent 3/**/14

Consumer Response: Better Business Bureau:

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

If in fact you sent the check on 3/**/2014 must have "conveniently" been lost in the mail. It doesn't take 4 business days for a letter to go from New York to Connecticut. If I don't respond now then BBB will assume that the issue is resolved, which it is not. I am seriously doubting the legitimacy of your previous response and would like to see proof of the check being sent out

 

 

 

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


Sincerely,

**** *******




 

Business Response: check #***** for $550.00 sent 3/**/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: August 2013, I “upgraded” our flip phones to smart phone renewing our existing contracts with Verizon Wireless for phone number ************, ************, ************, ************. This "upgrade" was done at Verizon Wireless located at *** **** *** ** *** ***** ** ###-###-####. At the time of the "upgrade" to smart phone the ***** ******* suggested and strongly advises that we considering purchasing insurance for our "upgraded" smart phone devices. In his words, “with the insurance if you have problems you will be covered and a replacement phone would be provided”. In the month of February 2014, device ************ was damaged with a crack to the face glass. The store that "upgraded" the phones was contacted; I was informed that a $100.00 deductible was required to facilitate an insurance repair action. More than three phone calls were made to Global Warranty Group (GWG), tel ###-###-#### requesting a copy of the Terms and Condition of insurance. After repeated requests, GWG provided the Terms and Conditions. 1# COMPLAINT: Verizon Wireless ***** ******* failed to inform me during the upgrade who the insurer was leaving me to believe this was part of Verizon Wireless, GWG is not associated with Verizon Wireless operating outside of good faith. 2# COMPLAINT: ******* ******** ******* who performed the upgraded failed to provide information that would indicate that deductibles were required for repairs and the amount of the deductibles. Various deductibles ranging from $75.00 to $100.00 amounts were stated to me by GWG until the actual Terms and Condition were provided to me. 3# COMPLAINT: ******* ******** ******* failed to provide the Terms and Conditions of the insurance being purchased, not performing due diligence while executing a contract. 4# COMPLAINT: A cursory internet search found history of complaints of subject company GWG for similar business practices, with holding information that would certainly changed the outcome of the business relationship. *****************************************************************************. The State of Florida invoked a Order To Cease and Desist, Case No. *********, March *, 2011 operating without a license. I believe the insurance was sold operating outside of good faith and Verizon Wireless failed to perform due diligence by identifying the parties that were engaging in business contract. It is know that Verizon Wireless performs oversight to this store during a visit I observed ******* ******** ********* running a checklist to ensure that Verizon Store is meeting standards. Verizon Wireless was contacting during this process they informed me that they have no oversight as to phone insurers. It was never explains to me nor known at the time that GWG is not connected in a business relation with Verizon Wireless. Had that fact been known at the time the insurance would have been declined? I paid a total of $100 per Galaxy III and $120 for iphone V totaling $420.00.

Desired Settlement: In light of the fact that Verizon Wireless and their associated representatives failed to execute an insurance policy in good faith with holding the actual Terms and Condition, who the insurance party was, and the history of negative complaints against GWG, I request a full refund for all insurance paid to GWG for phones ************* ************* ************* ************.

Business Response: In order to fully investigate this issue I would need the complete wireless numbers and name of consumer to research and find resolution.

Consumer Response: Better Business Bureau:

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

Name: ******* ******
 
Phone ###-###-####
Phone 2 ###-###-#### 
Phone 3 ###-###-####
Phone 4 ###-###-####

PII was withheld in the previous compliant due to public posting.   
 

 

 

 

 

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


Sincerely,

******* ******




 

Business Response: Our Sales management is working with the dealer who sold these policies to figure out a resolution.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory as to a start to resolve.  Nothing in their response would indicate a final solution. 


Sincerely,

******* ******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have a complaint about the Global Warranty Group. I originally started my claim with them in december 2013. It took me up to february **** 2014 to agree on a cheque of a certain dollar amount which i think is adequate for the replacement of my phone. All this because they did not carry my phone anymore, which they promise. They offered me a white Samsung galaxy 3 and I had a black LG Optimus G. Although quite upset at this point because of the length of time it took to get a response, i was relieved to hear that i was finally going to get a cheque in the mail. Their brochure says 24 to 48 hours. It took two months to get to this point!! Not upset about that. I am a very patient person. I called back after waiting a week for my cheque in the mail and found out that we had only agreed on the price and that they were going to contact me with more details on the arrival of my cheque. I was told that they would contact a seperate division, and that division was going to contact me in the next couple days at the most. Two days went by. No phone call. I called back. Told me they would contact their division, and that division would contact me in the next couple days. Two days went by. No phone call. I called back. So on and so forth. I am at a stand still and no one can help me any further. This lasted about 3 weeks. My last call was March **** 2014. The representative i was speaking with told me to contact the BBB herself!!! Definetely some issues going on in this company.

Desired Settlement: would like to receive my settlement for my replacement phone as soon as possible. I think I should get more money for my time. and maybe get my deductable paid back to me for an inadequate service.

Business Response: check #**** for $578.00 sent 4/*/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/16/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: My family bought an extended warranty from Global Warranty Group through a Rogers Wireless, it guaranteed replacement of up to 3 phones due to loss, theft or damage. I made a claim on November *, 2013; GWG informed me they did not have my model device (iphone 5 16g black) and would issue me a check for $699.99 to replace my phone. I have called back numerous times since (they told me 8 times today), I keep being told that my file has gone to "the escalation department" and they will call me in up to 2 business days if not call back. No call back at all ever, so I call again and again, only to be told that the check is in processing and the escalation department will contact me. I have used the service before and had my claim resolved in 2 days, now we are nearing 4 months. I am now in a position where I have sent in my damaged phone to GWG and received nothing but promises to call me back which never happens.

Desired Settlement: I would like either a replaced phone, or the check they have been promising me.

Business Response: check#**** for $699 sent 3/*/14

Consumer Response: **************
I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.


Thank you so much for dealing with this so swiftly! I appreciate the good work you do and have already recommended the *** to family and friends!

 

Faith in humanity restored.


Sincerely,

****** ******



 

Consumer Response: Better Business Bureau:

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

 

I have yet to receive a cheque


Sincerely,

**********




 

Business Response: check#***for $699 sent 3/**/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought warranty protection for my phone through Global Warranty Group. Upon breaking my phone, the company had me ship my phone back to them. They were to replace it. However, they informed me they did not have the phone in stock and would offer me a check. I said fine. However, in the past month, I have not received this check. I called them multiple times and was told that I would receive an email or a phone call. The person told me they would get it escalated, which never happened. Every time I call, they say the same thing: they are waiting on the email from accounting.

Desired Settlement: Fulfill your obligations to the contract and send me a check. I have found that many people are in the same situation as me, and I wouldn't be surprised to see a class action lawsuit.

Business Response: check #***** for $550.00 sent 4/*/14

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that the matter has been resolved.

However, no one should have to go through the steps I had to go through to get payment from this company. After various attempts of calling the company, I had no other option but to go to the BBB. Thankfully, the company did respond to this complaint. 

I wonder how many other people are still waiting on payments. A simple search will say that many people are waiting months at a time for something that should be an easy fix. 

I would not suggest anyone do business with them if the only way they handle their business is to be forced into payment.

Sincerely,

**** *****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Lost my phone in september 2013, filed a police report, met all the requirements.. was told that I'd recieve a cheque instead of a handset.It's April 2014 and no sign of chque, all they say is that issue is being escaleted which is not true.

Desired Settlement: Refund-Check

Business Response: check #**** for $719.00 mailed USPS on 4/**/14

Consumer Response: Better Business Bureau:

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

Sincerely,

******* ********



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/16/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Global Warranty Group provides phone insurance services. I filed a claim for a replacement phone on January *** 2014. I never received a phone, nor was contacted by Global Warranty Group. Today is February *** and I still have not received a phone. When I contacted them they said they did not have one and I needed to go to the dealer to try and get one. That is a terrible way to conduct business. Making the customer go try and track down their own phone? Either way, I went to the dealer multiple times because I needed a new phone and was promised a phone over and over which never came. That dealer will also be receiving a complaint from me on BBB. I called Global Warranty Group at least a dozen times regarding the unfulfilled phone and the answer was always "We don't know when you'll get a phone, it has been escalated.". They also charged my credit card $90.00 for the service and put a $301.00 hold on my credit card as collateral if I didn't send in my old phone after I received one from them. Since I never received one from them I was forced to send my old one in to avoid the charge. In addition, they have been charging me $6.99 a month for 7 months totaling at least $48.93. Global Warranty Group has never attempted to contact me to update me on the whereabouts of my phone, or for any other reason - and they do have my contact information. I have been forced to call them over and over again to inquire about where the phone is. This is possibly the worst service I have ever experienced. They have not fulfilled their duties under their agreement.

Desired Settlement: I expect no less than a replacement phone immediately, and given that the time and effort that I have had to put into this to try and get a replacement phone far exceeds the value of both the phone and the money I have paid to Global Warranty Group, I would expect a full refund of all charges as well.

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

Consumer Response: Better Business Bureau:

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

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

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

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


 

 

 

 

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


Sincerely,
*** ********




 

Consumer Response: Better Business Bureau:

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

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

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

Sincerely,

*** ********




 

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/16/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a "Wireless Protection Program" from the Global Warranty Group, which promised a replacement for lost/stolen/broken phone, or a cheque to cover the price of replacing the lost/stolen/broken. I had my phone lost or stolen. Samsung Galaxy Note 2. I paid my deductible (around $140) with my mastercard in early January of this year 2014. I called the company after two weeks since I didn't hear any news from them. They told me that they didn't have the same model of my phone in stock, so they will be sending a cheque of $640 CDN instead. I waited another two weeks but didn't receive anything. I called them again in early February. They told me my cheque was ready to be sent out, just waiting for the Accounting Team to sign it and send it out. Since then, I have been calling the Customer Service of the company 2-3 times a week. Everytime I call them, they tell me that they are aware of the problem and will have the escalating team to call me withing 2-3 days. They have never called me back. I asked them if they had a *********** working, or if they had a direct phone number to the accounting and/or escalating team so I can talk to them and know what is going on. Unfortunately, they don't have any direct phone numbers, and it is impossible to contact the other teams. It's going into fourth month so I decided to to contact BBB.

Desired Settlement: I would like to get my $640 cheque from the company as soon as possible. Plus, I would like to get my deductible returned as well, as a compensation of this unacceptable service.

Business Response: check #**** for $630.00 sent 4/*/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I filed a claim for a damaged Iphone in November 2013. I was told that I would be charged a deductible and that they would reimburse me (~$660) for the damaged phone. I was charged $179 on 11/** and have failed to receive my promised check. I have called their company number multiple times, which forwards to a call center. They promised to escalate the case to the accounting department. I received one call in January promising that I would get the check in the next 2 weeks. Nothing. I just called tonight, and the call center does not have any direct number to the company - they only gave me an email address. They are an extremely disorganized company without regard for customer care. Deceptive, unreliable company.

Desired Settlement: My $550 claim check and an apology by phone

Business Response: check #***** for $650.00 sent 4/*/14

Consumer Response: Better Business Bureau:

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

Sincerely,

****** ***



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/16/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: When I bought my cell phone the dealer recommended the insurance so I paid around 100 dollars. and I lost my phone and claim my phone on October 2013 and I paid another 99 dollars to get a new phone (which was the contract if I paid 99 dollars I got new phone) The company told me that they do not have any samsung gallaxy S3 on the stock so they told me that they will send me the cheq but now April 2014 I still do not get any cheq or phone device from them I am waiting for SIX months and also I am paying extra money to borrow a phone!! I am so angry... Waiting for six months? I just want to cancel everything and my money back. Please solve this issue Please send me the cheq or the phone Samsung Gallxy S3 16GB!!!

Desired Settlement: Please send me the cheq or the phone Samsung Gallxy S3 16GB!!!

Business Response: check #**** for $475.00 mailed USPS on 4/**/14

Consumer Response: Better Business Bureau:

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

Sincerely,

**** **** **



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/16/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: 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 #**** for $650.00 mailed USPS on 4/**/14

Consumer Response: Better Business Bureau:

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

Sincerely,

******** ******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have an active claim with the Global Warranty Group (Claim #*****************) 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 BBB, to see if we could resolve this outstanding requirement. Thanks in advance for you help. Regards, * *****

Desired Settlement: Receive the refund check within 14 days.

Business Response: check  #***** for $650 sent 4/*/14


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/16/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I filed a claim to replace my broken phone in November 2013. The company didn't have the model in stock but promised to send a $600 check in place of it. I agreed, yet 5 months later, I still have not received a check. I call customer support virtually biweekly but they will not clarify the status of my check. They only state that they will escalate the case and a ********** will call me back within 48 hours with the status, but I not once received a call back.

Desired Settlement: I would like to receive my check for $600 immediately.

Business Response: check   #***** for $600 sent 4/*/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The cell phone broke in December. A claim was issued in January of 2014. I was advised to take the phone to Atlantic City which is 40 minutes away to have the phone fixed. A long trip and an hour later I was advised that since I paid this company for a two year contract that they have to fix the phone. I came home and called GWG. GWG said to return the phone to them and pay them a $150.00 deductible (which I did) and they would replace the phone. They took my $150.00 and then called the next day to say they did not have a replacement, were keeping my deductible and only paying $350.00 for a phone that has a value of $450.00!!!! This is unsatisfactory! If you can not replace the phone return my deductible! Also, if you are going to keep the phone then pay the full value of the phone. A representative stated she would have someone return my call. I have not have heard from anyone. I have called the company NUMEROUS times. I have NEVER received a call back although I was put on their "high-priority" list. This company wants to pay a lower value for the phone, keep my deductible (even though they did not replace the phone), and give me the run around. Not only have they given me the run around, two local Verizon Offices have called in my behalf to assure them of the value of the phone and that what they are doing to customers is a total shame!!! Bottom line, it has now been 4 MONTHS and they only refunded $100.00 on March, **, 2014. I am still waiting for the rest of my money. No one at this company can even give a curteousy phone call. I will never do business with this company again and will make sure people know that they are a scam. After calling GWG again this evening to see where the money was (to which again I was told again "I will put a message in but there is nothing I can do") I called Verizon. I was told by a representative there that there have been an astronomical amount of claims, similar to mine, against this company. I also want to make know that I advised that I am extremely dissatisfied with their services and want to cancel my contract and get a refund for the unused portion to which they advised me that they will not. Why would I pay this company for eleven months of service for which I am not getting due to my cancelling service due to poor service on their part?They should be held to honest business standards or be put out of business. They should also start calling customers back. I want a refund of the remaining $350.00 for the phone and the $150.00 deductible that they are not entitled to since they kept the phone and did not replace it. I am very upset over the fact that this company does NOT honor their contract when they say that "the claims department will make every effort to process your claim expeditiuosly to ensure rapid shipment of a replacement phone."

Desired Settlement: A refund of the remaining $350.00 and the deductible of $150.00 since they in fact did NOT replace the phone.

Business Response: check   #***** for $350 sent 4/*/14


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The ****** ***** in South North Aurora recommended a warranty through Guaranteed Warranty Group which I purchased.GWG was to provide a new phone in the event that our phone broke. We returned our broken phone and was advised that they did not have any IPHONE 5 so would return a cheque to us in the amount of $650.00 I was skeptical but had not choice. GWG has had my claim since October 2013 and has agreed to pay but I have not received any payment. I have called them 6 or 7 times and can not reach any one with answers. They just say it has been escalated and payment will come. It is now end of March 2014 and no payment. We had to purchase a new phone out of pocket (around $600 ) and GWG has received our old phone which they would have refurbished.

Desired Settlement: I want the cheque for $650.00 which is the amount they guaranteed because they could not provide a replacement phone.

Business Response: check  #**** in the amount of $650 was mailed out on 03/**/14.. Tracking #   ******************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/15/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: On January **** 2014 I contact Global Warranty Group to start up a warranty claim due to a damaged Blackberry Z10, i was advised that they would not issue a new phone as they no longer provide Blackberry Z10's but would issue a refund in the amount of $550.00 upon receipt of damaged phone back as well as pay a deductible fee of $130.00 which they charged to my credit card immediately. I delivered the phone back to Promobility (a representative of them)on Jan ****, 2014 and received a signed receipt. Since that date I have contacted them weekly for an update on the status of payment and keep getting told that the claim is with the accounting department and they will put a note to escalate the file. I contacted them again today March ****, 2014 and was advised that there was only one note on my file and that she would again escalate it, and that they don't have access to any part of the file to see what the true status is. It has now been 7 weeks and I haven't received my money yet.

Desired Settlement: I would like my cheque to be sent to me immediately

Business Response: check #**** for $550.00 sent 4/*/14

Consumer Response: Better Business Bureau:


I have reviewed the response made by the business in reference to complaint ID *******,  



As of today April ** 2014 we have not received any cheque 



Sincerely,

**** ********



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/12/2014 Delivery Issues | Complaint Details Unavailable
4/12/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: 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 #***** for $750.00 sent 4/*/14

Consumer Response: Better Business Bureau:

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

Sincerely,
**** *******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/12/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Dec * 2013 claim was filed as per claim #*****************. E-mail received Dec ** 2013 from ***** ***** (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 ***** ***** 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 #**** for $578.00 sent 4/**/14

Consumer Response: Better Business Bureau:

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

Sincerely,
**** *****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/12/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: After returning my phone, which the company was not able to replace, I was told I'd receive a check for $477 as a replacement for the product. Not only have I not received the check (I was offered the check February ****), but I have not received any status updates, despite my requests for updates. I feel sufficient time has passed since I first filed my claim over 2 months ago. I feel like I should have received a check by now or at least been updated regarding the situation. I've called the company many times only to be told that it's "been sent to escalations and I'll receive a call within 1-2 business days". I've yet to receive one of these calls and would like to be compensated especially since I'm being charged for the insurance policy. I don't even have the device covered under the plan anymore and probably shouldn't be paying the monthly premium.

Desired Settlement: The check that was promised to me as retribution for the phone that wasn't able to be provided.

Business Response: check #***** for $477 was mailed 4/**/14

Consumer Response: Better Business Bureau:

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

Sincerely,

**** ******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/11/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: In November 2013, I purchased a LG G2 from the "Wireless Zone" Verizon retailer, located at ** **** **** ** ** *********** **. When I made the purchase, I bought a 2 year protection plan with the Global Warranty Group. In January, I broke this phone and began to file a claim with GWG. Originally I was told that the policy had been cancelled, but after a week of haggling with the retailer I was able to confirm that the the policy was active and I filed my claim for the broken LG G2. Global Warranty Group charged me $100+ and asked me to send in the broken phone. At first they said the replacement phone (LG G2) would be shipped to me right away. A week or so later I did not get the replacement phone, but a customer service rep said that my model was out of stock, and they asked if a check for $550 would be an acceptable alternative. I asked if there were any alternative choices and they said no. I agree to take the $550 and I sent in my broken phone. This was in January 2014. Today it is March **, 2014 and I still have not received my check for $550. I called numerous times and asked to speak to *********** at the customer service call center, but to no avail. Every time I speak with a representative they tell me the check is "processing". I cannot imagine that a check would take more than a few days to process but they are telling me it takes months. It seems that Global Warranty Group has managed to take from my $110+ for my original policy, $100 + to file a claim, and my damaged phone (which they deem to be worth $550). They have not delivered the $550 check they said they would provide in lieu of the replacement phone. I have since purchased a new phone with money out of my own pocket. *Technical Note: The Address on the policy is * ******** *** *********** ** *****. My current address, and the address the check should be mailed to is ** ********** *** ***** ********** ** *****. This should be consistent with GWG's records. Thank you.

Desired Settlement: I would like Global Warranty Group to follow through on their agreement to send me the check for $550.

Business Response: check #***** for $550.00 mailed 4/*/14

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved, assuming the check arrives as expected.

*I understand that my complaint may be published on the BBB site. Please remove my addresses and other personal info if possible. I didn't see the warning about personal data until after I had submitted my complaint.

Thank you for your assistance in resolving this

Sincerely,

**** ******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/11/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I submitted a claim to this company on December *, 2013 for warranty/insurance that I purchased through Verizon Wireless on an IPhone, which subsequently was damaged. On that very same day, this company charged my credit card the $150 deductible due under the warranty/insurance. It is supposed to reimburse me $550 for the damaged phone, but after more than 3 months of repeated calling and complaints to its customer service and "escalation department," it still has not made the $550 reimbursement payment which its representatives have acknowledged must be paid. In the meantime, it also has retained my deductible payment.

Desired Settlement: I want my $550 reimbursement payment, and I'd also like reimbursement of the $150 deductible payment inasmuch as this company has had use of my money for over 3 months and because of the unnecessary aggravation and time I've had to incur dealing with its constant "run-around" activities.

Business Response: check #***** for $550.00 tracking ****************** sent 3/**

Consumer Response: Better Business Bureau:

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

The business charged me a deductible of $150.00 on 12/*/13 and had use of that money for over three months before finally making payment on our warranty/insurance claim.  The business only made that payment after I continually made complaints directly to it, after it repeatedly assured us the payment would be made, and only after I filed complaints against it with the BBB and the New York State Dept. of Financial Services.  Such behavior by a warranty/insurance company should be investigated thoroughly in my opinion, as I've seen there have been multiple other complaints against it of a similar nature.  As far as my particular complaint is concerned, I believe I also should be refunded my $150.00 deductible payment due to the business's use of that money for over three months before it made payment on my claim, and for the undue time and aggravation I had to suffer dealing with it during that period. 

 

 

 

 

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


Sincerely,

****** *********




 

Business Response: I have refunded the $150.00 deductible back to the credit card it was charge to.  Please allow 3-5 business days to see it on your statement.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In November **, 2013 I contacted Global warranty group, to repair my cell phone ( my fido company referred me to them to fix the phone). they told me it was no problem we paid a fee of 95.00$ for the service and another 381.00$. the 381.00$ was to be returned to me upon receiving my damaged phone after getting the new one. Nov **, 2013 I received a call telling me that they had no phone to replace and they would send me check of 650.00$. I agreed to that and they told me it could take up to 6-8 weeks. I've called them several times from mid January 2014 till present and I keep getting told that there is nothing they could do but send messages up to the accounting office to contact me. I've heard nothing from them not email or phone call and no check. so in the end they have 381.00$ of mine and a check of 650.00$. I would like my check so that we can send the damaged phone to them and get my 381.00$ back from them

Desired Settlement: I would like the check of 650.00$ that they said they would give me for not being able to give me a replacement phone. also I would like assurance that when i get the check and send in my damaged phone that they will give me back my 381.00$.

Business Response: check  ***** for $650.00 sent 4/*/14

Consumer Response: Better Business Bureau:

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

Sincerely,

******** *******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/10/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased my GWG Warranty at Rogers Wireless in ******** ****, Vancouver, BC in February 2013. I was thrilled because if anything happened I would be able to get a replacement phone, and I have been with Rogers for over 10 years so I trusted the employee and purchased my GWG Wireless Protection 2 year Warranty along with my White iPhone 4S. I spoke to a GWG customer service representative on Tuesday March **** after my iPhone touch-screen stopped working, amongst other issues including my power button not working, minor cracks on my screen, and the speaker's not working for music or apps. There was a deductible of $179.00, and he said I would be charged $699.00 to my VISA if I wanted to receive the replacement phone first to change the SIM Card over, and then mail back my broken phone after that so the $699.00 can be refunded when they receive my phone. My broken phone must be sent to them within 30 days of my claim being made. Fair enough, he was very pleasant on the phone and I believed every word he said. I go check my mail box today, Monday March ****, nothing. So I go onto www.trackaclaim.com and enter in the information he gave me, and nothing had been sent out. I did not receive a phone call or e-mail about them apparently not having the phone in stock to send me. So I called and spoke to another customer service representative, she said they were waiting for me to phone to approve that a cheque of $450 can be sent out to me in lieu of the phone. This is not what I purchased my Warranty for! She had no legitimate answers for me on when it would be sent out, just that they have hundreds of cheques that are being sent out a day, so it could take longer? What? They did say I can wait to send back my current phone until I receive the cheque. But when I read all these reviews on the BBB, looks as if customers have been waiting months to receive their cheques. I asked her if I could please be e-mailed a tracking number when my cheque is sent out, and she said she wouldn't be able to, and because I have a live.com e-mail address that I probably wouldn't be able to receive e-mails from them. I was told that the "Escalation" team would be contacting me regarding this. But by the reviews, it seems as if they don't contact anyone. I just want answers. All I want is to be assured I will receive my cheque in the mail within the next week and a half, so I can mail back my phone within their 30 day period, so my $699.00 can be refunded back onto my VISA. This feels like such a scam, their customer service representatives have no answers, and I am beyond disappointed that I even purchased this Warranty through Rogers.

Desired Settlement: Cheque placed in the mail before or by April ***, 2013, no later, and receive a phone call to me with a tracking number of the envelope. I will then send back my broken phone once I receive my cheque, I will track my package, and expect my $699.00 refunded immediately when I see that they have received my broken phone, that I am supposed to mail to Pro Mobility Inc in ******** ***** *******.

Business Response: I have processed the documents for the check since customer just accepted the check via this BBB Complaint.  I can't guarantee the check by April *** but will do my best to ensure the check is sent within the next 7-10 business days.

Consumer Response: Better Business Bureau:

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

 

I would like to be notified immediately the day my cheque is sent out in the mail to me, with a tracking number. I will be satisfied once I am assured that this happens before or by April ****, which is exactly 7-10 business days. I was told over the phone that the 30 days to receive my old phone may be extended to 120 days to be able get my $699.00 returned to my VISA. I will send my old phone back, as discussed with the GWG customer service representative, once I have received the cheque. Thank you, I look forward to my confirmation.

 

 

 

 

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


Sincerely,

****** ********




 

Business Response: check   #**** for $450.00 sent 4/*/14

Consumer Response: Better Business Bureau:

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

They have not provided me with a tracking number or anything. I will be looking for my envelope in my mail. Hopefully it arrives soon so I can return my phone by the suggested date of April **** so I can get my $699.00 returned onto my VISA. I wish there had been an easier way to deal with GWG Canada, when I renew my contract with Rogers sometime next year I do not think I will not be purchasing through this company again. I do appreciate them for at least responding to the BBB, since they obviously don't respond to their customers, or provide any answers. Like I said I will be looking for my cheque in my mail, but until it arrives, I still remain unsatisfied. 

 

 

 

 

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


Sincerely,

****** ********




 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/10/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: 1. This company was unable to deliver a replacement phone, as promised. They told me they would instead send a check. Instead of 1-2 business days, and after at least 6 phone calls, they sent the check to the wrong address, addressed to the wrong person 4 months later. 2. The company sent me a replacement phone that was completely defective. Was on a Verizon non-payor list, which made it unable to activate. This was after 2 weeks, not 1-2 business days.

Desired Settlement: I would like a refund for my deductible, as I have been without a phone for 2 weeks - and counting - after being charged it.

Business Response: UPS tracking for second phone ****************** shows delivered 4/* we also refunded $179 deductible on 4/*/14

Consumer Response: Better Business Bureau:

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

Sincerely,

***** *******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/9/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased cell phone coverage from Global Warranty in Sept of 2013 for three phones. I filed a claim for my daughters broken phone in January 2014. the "Ensquared " division informed me they did not have a replacement phone and would I agree to a check for the replacement amount of $399.00. I agreed. I mailed back the broken phone via UPS, tracking number ******************. It was received by Global Warranty on Feb **, 2014 signed by ** ****** at 10:28 a.m. I still have not received my payment check. I have called numerous times and am told by their advanced team that the check is being processed and someone can call me back with a date of issue of the check, they never call back. It has now been almost three months since I placed the claim. They have not made payment and are in default of our insurance agreement. I see on line that there have been numerous complaints made on this company. Please assist me in collecting my dollars owed. Thank you!

Desired Settlement: They need to pay me $399.00 for insurance claim for my broken Samsung Galaxy phone per the terms of our insurance contract

Business Response: check #***** in the amount of $400 was mailed out in 03/**/14...the broken phone was processed on 2/**/14 at which time we released the temporary hold with the bank.  The $301 was a temporary hold and we never charged it on our side.  Please dispute with bank.

Consumer Response: Better Business Bureau:

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

Sincerely,

***** ******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/9/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased cell phone insurance with this company through a Verizon store and paid for the insurance up front. Almost a year later, I needed to file (my first and only) claim. My initial call to them was on Dec. *, 2013. I was told that since Apple no longer makes the iphone 5, I would be issued a check in the amount of $550 to cover the cost of a new model. I have contacted Global Warranty Group on Dec. ** ** *** *** Jan. *** *** Feb. ** *** *** Mar. **, and **. I have spoken to customer service representatives each time and have been told that there is nothing they can do, except forward my frustration to their "escalation department" through email. I did receive phone calls back from the "escalation department" on Feb ** and Mar **, 2014 ( after being promised one after each time I called), apologizing, The call back on Feb **** offered me back an additional $69, which was half the deductible, with the check. This was promised to be received the last week of February or first week of March. I have yet to receive any of the money owed.

Desired Settlement: I want the agreed upon amount of money that an insurance company is required to pay to settle a claim. It has been nearly 4 months.

Business Response: check #***** for $550.00 sent 4/*/14

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******.
 It is unfortunate that it took 7 months of unanswered phone calls, a complaint to the Better Business Bureau and forms to the Suffolk County district attorney.
Thank you to the BBB for finally getting this company to send the check that was owed.
Sincerely,

**** ******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/7/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I called in to file a claim for my insured cellphone last year in November. They offered me a check and said I will receive it very soon however I did not receive it until today. They keep saying that they will escalate to their accounting department and will update me but they never did. I wonder what kind of accounting department they have that they cannot give me proper status of the check they promised and how long do they need to escalate this.

Desired Settlement: I need to replace my phone immediately and I want them to send the check within the next 5 business days.

Business Response: Check #**** was sent out on 1/*/14 for $700.00, I have also refunded your deductible of $95.00 back to your credit card

Consumer Response: Better Business Bureau:

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

 called in to file a claim for my insured cell phone in February 2014 for ###-###-#### number. The insurance company could not provide me with the same phone so they offered me a cheque for $700.00 and said I will receive it very soon. However, I did not receive it until today. It has been over a month now and I had to buy a new cell phone out of my pocket as the cheque was taking too long. GWG (Global Warranty Group) keep saying that they will escalate the issue to their accounting department and will update me but they never did. I wonder what kind of accounting department they have that they cannot give me proper status of the cheque they promised and how long do they need to escalate this. They already charged me $130.00 deductible the day we started this claim and never bothered to send me the money I qualified for till date. I called GWG on March **then March ***and yesterday again to get some update on the process but the representative keep telling me that someone will contact me asap regarding this escalation but NO ONE EVER DID! Their website says all claims are processed within 24-48 hours. At this point I want my refund chq for $700.00 mailed to me within 5 business days and I also want my deductible refunded to my credit card for $130.00 because I don’t think I should be paying that for such lousy and delayed service. I paid to buy this insurance and getting such feedback that doesn’t lead me anywhere and is very frustrating. I need this resolved as soon as possible. Please and Thank you!

Sincerely,

***************



 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I reported my phone lost in the month of October 2013. They asked me to get a police report and i did. I paid $159 for my protection plan when i signed up for the phone and paid $179 to have my phone replaced back in September 2013. The phone was unavailable so they offered to send a check for $650 to repace the Iphone. It's now March **, 2014 and they still havent sent a check or claim they know anything about sending a check. All they keep saying for 4 months is that we will send you a check. This is unexceptable to take 4 or 5 months to send someone a check that they have to continue paying a bill for.

Desired Settlement: Refund-Check

Business Response: Check number ***** in the amount of $650 was mailed on 3.**.14.

Thank you, 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: After buying a warranty and making a claim it has been 4 months and I have not recieved my phone nor a check to purchase a new phone. At first they did not have my phone in stock for replacement and I was offered a check to cover the cost of replacement. I chose to take the check, but that check never came. For 2 months it was clearing in the accounting department. I called back several times and it was still clearing through accounting. Finally I called and they checked the status of their phone stock and my phone was no available for replacement. I chose to get my phone replaced because I could not wait on check anymore. They sent my phone to the wrong address and now it is in an UPS warehouse. This has been a 4 month ordeal.

Desired Settlement: I would like to recieve my replacement phone and a refund for the money I spent to become part of this phone replacement program, which is around $300.

Business Response: Device was shipped to the shipping address listed on the account and we have not been notified that there was a problem with the address.
We will call *** ********** today to get an updated address and will reship the phone.

Thank you,
 
Shipping address on file:
******** ********** ***** ***** ******** *** ********* **** ********* *** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/4/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I have cell phone insurance from Global Warranty Group. I filed a claim for a damaged Samsung Galaxy SIII i9300 Unlocked Worldwide Capable Phone on 03/**/14. I was advised I should have a replacement phone within 2-3 days since I allowed a $301 hold on my Credit Card to get an immediate replacement phone while I send the damaged one to them. I called the claims division today, 3/**/14, to check on the status of my replacement phone and was told to wait another 24-48 hours for any further updates, the same thing I was told on 3/**/14 when I called last for an update. I should have had the replacement phone in my hands by now. As of yet, I have not received ANY emails or calls at all from this company, even though I have called at least three times and was told I would be contacted after “escalating” the case. Looking through previous BBB complaints I can see this company does not call people back very often. My credit card was charged for the $75 "deductible" on 3/*/14, but to reiterate, no phone has been shipped yet and I have no tracking information to indicate another i9300 Unlocked phone replacement is being sent as promised.

Desired Settlement: I would like to receive the Samsung i9300 Unlocked replacement phone for which I paid insurance for, and was charged a deductible for, immediately. If it is not available, then a better GSM UNLOCKED worldwide capable Samsung Galaxy (not less than i9300) phone would be appropriate. Otherwise, a check is in order. Moreover I would like the replacement phone/check in a timely fashion (2-3 days) as promised on 3/*/14. As I filed the claim on 3/*/14 and it is now 3/**/14, that has not happened, so I would appreciate action on my case, please.

Business Response: We shipped a replacement phone and it was delivered on 3.**.14. Unfortunately our vendor did not ship an unlocked version of the phone as was ordered and we are unable to source and unlocked phone from our other vendors. Customer agreed on 3.**.14 to accept a check rather than a phone. Check is in process and should be received within 4-5 business days.

Thank you, 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/4/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: am in desperate need for someone to contact me. I filed my claim February **, 2014. I was called a few days later and told that there was no iPhone 5 phones available for me so they would send me a check out for $550. I was told I would receive it in 7-10 days. It is now March **, 2014, over a month from when I had filed my claim, and I still have not received my check. I have called customer service several times before today and I get the same message from the customer service professionals. First, I would like to state that all of them have been very nice and try to be helpful, but it seems at this point that none of them can do anything for me except to put in a message for accounting to call me regarding my check. I have been told that proper protocol is that I receive a call within 24-48 hours. I have had the customer service representative place this message for accounting 3 times and have never received a call regarding the status of my check. I thought the hold up might have been the fact that I was waiting to send my phone back until I received the check so I sent my phone back approximately two weeks ago. So now I am without a cell phone because I have not received a check to purchase a new one like promised. I had to pay a deductible immediately to get a phone sent out when I initially filed my claim on top of the amount that I paid in the store (in full) to purchase this unreliable wireless protection service. I followed the specified timeline that I was told, but you have not. Below are all the times I have called and spoke to customer service: February ** - Filed claim March * - called to check status - escalation placed March ** - called to check the status March ** - called to check status, escalation placed, spoke with customer service manager March ** - called to check status, escalation placed I paid for this product in advance when I upgraded my cell phone line. This whole process has made me deeply regret doing so. I have never had to deal with such unsatisfactory customer service.

Desired Settlement: I would like a refund from the deductible that I was charged on my credit card over a month ago and my check for $550.

Business Response:

Check number ***** in the amount of $550.00 was mailed on 3.**.14

Thank you, 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 2-**-14 my sons phone (###-###-####) stopped working. This phone was a replacement phone issued by GWG in Nov.2013. Carrier is Verizon and insurance is with GWG. Verizon staff could not resolve issue. I filed claim with GWG on 2-**-14 and informed replacement phone would be issued within 24 hrs. I then called GWG claim ####-###-#### on 2-**-14 and informed by them that they had called my sons phone and left message no phones available on 2-**-14. They offered me a check in amt, of $650.00 to use towards phone purchase which I accepted. I mailed back my sons broken phone to ***** ****** ** address via label they e-mailed me. On 2-**-14 I called and informed check is processing in another dept. which they cannot call only e-mail them I am looking for my check. This has been going on now for over one month. I have called on 3-*-14;3-*-14;3-**-14;3-**-14 and 3-**-14 and still no check received. Also, they noted that I would like a call back to my phone from dept. which I have never received. In the meantime I have used my savings money to purchase my son a new phone and want this money promised to me immediatley. I would appreciate your help in resolving this issue and finally receive my phone money a.s.a.p. Thank you for your help.

Desired Settlement: I paid for this phone insurance and agreed for check reimbursement in amount of $650.00 which I want mailed to me a.s.a.p.

Business Response:

Customer has been contacted and Check number ***** in the amount of $650.00 was mailed on 3.**.14 and should be received by 3.**.14.

Thank you, 

Consumer Response: Better Business Bureau:

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

Sincerely,

****** ********



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/1/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: First off, I have had miltiple problems with this company since I have started a claim for my cell phone with them. Unauthorized credit card charges has been the most recent one problems that I have encountered. I will detail all of my concerns below in the order that they have taken place. I purchased insurance through Global Warranty Group at the time of my new phone activation with ****** because the sales person at the ****** location I visited had recommended it for me. On February **** 2014, I called the Global Warranty Group in regards to having lost my Samsung Galaxy S4 while on the bus. The warranty plan I have through them covers lost devices and there was no problem while filling out my claim. I got a non-emergency police report from my local police department like they had asked and then I was told I would have to pay a deductible of $135.00 in order for a new device to be sent to me. I later got back to them providing them with a credit card to make this payment of $135.00. At this time also, I ensured that the $135.00 was the only fee I would be paying and that there would be no other charges or fees involved with my claim. The customer service representative on the phone ensured me that $135.00 was the final cost and so I decided to follow through with making the payment. Later that same week on February ***, I received a call from the Global Warranty Group in regards to my claim saying that they where unable to get anymore Samsung Galaxy S4's to send me since they are in high demand. Further, because of this, they would instead send me a check for the value of this phone listed above, being $700.00 so that I could purchase a new phone. I accepted this offer since I was in need of a telephone as soon as possible. At the same time, the customer service representative informed me that I would be receiving this check within one weeks time. Once this time had passed, I decided to give the Global Warranty Group a call back to see if I could find out where my claim status was at. During this phone call, I was told that my claim had been sent to the accounting department but they could not provide me with any more information into what was happening with it or if my check had even been sent. I was told that my claim could be sent up to the escalations department where I would receive a call back within 48 hours or two business days. After this time, I had still not received a call back and so naturally I called the Global Warranty Group back to inquire about why I had not received a call. The customer service representative apologized for this and said she would escalate my claim again ensuring that this time I would receive a call within the given time frame I was given before, i.e., 48 hours or two business days. Again, I never received any telephone calls like promised and had called back again to express my concern. While on the phone this time, I expressed to the customer service representative my concern about the lengthy process and how nobody could tell me what is the current situation with my check. I had also informed this customer service representative of my situation where I run my own business and that I heavily rely on my cell phone in order to run my business. Because of my situation and still not having received the check I was promised, I have been unable to purchase a new cell phone which has started to hurt my business. Again, I was promised a call back within 48 hours or two business days and like before, never received one call. This has been ongoing until today even where I was promised a call back for yesterday, tuesday March ****, in the morning at the latest and never received it. At this point, my claim seems to be in the same spot as it was at day one when I first called in and filled my claim. It seems that no progress has been made and I have become very frustrated about this since every time I call, there doesn't seem to be anything more they can do for except for escalate my claim to the escalations department where I would receive a call back, yet I never receive a call back. I have also asked if there was a telephone number for the escalations department or even the accounting department where I could contact them personally to find out the status of my claim/check. Even if i speak to someone of higher authority, they cannot seem to tell me anything either except that they will do everything in their power to escalate my claim and ensure I receive my check and a call back, yet this never seems to happen. Further, bringing in the unauthorized credit card charges, when I received my Visa bill the other day, there was one charge from the Global Warranty Group for $205.00 that I had never heard of or authorized. Like stated before, the only payment I authorized and knew of was the deductible charge for my device that was given to me at $135.00. Unhappy about this, I again called the Global Warranty Group to enquire about this $205.00 charge to my credit card. The customer service representative then informed me that my account showed a deductible of $170.00 for my device instead of the $135.00 which I was initially told that my credit card would be charge, and until recently believed that this was all I was charged. The lady I was speaking with on the phone was also unable to tell me the amount of any charges that have gone through on my account, except that my payment has been received and for some reason my claim status is filled as "closed." I find it hard to believe that they cannot tell me payments that have been put through on my account and even the amount that I should have paid, since it keeps seem to be changing. In easy words, I was initially told I would only be paying $135.00, to later find out I paid $205.00, and eventually on March ****, when I called in inquiring about it, being told I should have paid $170.00. For my complaint, I am firstly complaining about the unauthorized credit card payment, but also about the slow service which I have been provided with to the point where even today I have no idea what is going on with my claim and every time I call in I get the same thing saying that my claim will be escalated and I will receive a call back. This is very unethical and in no way fair to me as the customer since it has now been 5 weeks since my claim was started and I have no solution or even result from day one.

Desired Settlement: First off, I would like the billing to my credit card to be adjusted to the proper amount or even completely refunded for the trouble and headache this has caused me over the last 5 weeks while I have not had a cell phone and my business has suffered. I also ask that I can get my check for $700.00 that has been promised to me and I am yet to receive.

Business Response: check #**** for $700.00 sent 3/**/14

Consumer Response: Better Business Bureau:

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

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

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


Sincerely,

******* *****




 

Business Response: Customer has been contact and the $70 deductible has been refunded.

Thank you, 

Consumer Response: Better Business Bureau:

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

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

 

 

 

 

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


Sincerely,

******* *****




 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/31/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 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, ********* ********

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 #***** for $400.00 was sent out of our ** offices on 3/**/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/31/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Feb **: When I first submitted my phone for replacement I was told I would receive a phone in 24-48 hours. A hold of $800 was placed on my visa until they receive my broken iPhone. Later that evening, I received a phone call from the business telling me they did not have a replacement phone, and a cheque would be sent to me with in the 24-48 hours that I would have had my replacement phone. The cheque was for $450.00 I have been calling weekly, twice a week and now daily asking where my cheque is. I'm consistently told that it is in escalation, and an email has been sent to accounting requesting that I receive a call when my payment is sent. When I ask to speak to a **********, I am put on hold and I speak to someone, and they tell me the same thing. My requests to speak with their ********** are denied. My requests for an accounting representative are denied. A request to speak to someone who deals with the escalations are denied.

Desired Settlement: I would like my cheque, that was promised to be in my hands with in 48 hours to be sent to me ASAP. I would like all service charges waived, as my broken iPhone, that I was hoping to have replaced in February, is almost non-functional. I was in a car accident in March, my phone wouldn't work. This left me stranded in a recent snow storm on a farm road in rural Ontario, unable to contact my family. I would like someone to call me, and give me a valid reason as to why they are so tardy in this, and that no one can answer my questions. If your webpage says that "Call Center GWG’s customer service and support capabilities are highly regarded in the industry." You should do so.

Business Response: Please provide claim file number or wireless number for the claim in question.

Consumer Response: Better Business Bureau:

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

** cell phone number is: ###-###-####

 

 

 

 

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


Sincerely,

***** ********




 

Business Response: check #**** for $450.00 sent 3/**/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/31/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have purchased a extended warranty from Global Warranty Group. My phone had a cracked screen where I paid a deductable to have my phone fixed. I sent my damage phone after paying the deductable. The claim was open on January **, 2014. I received a call from this company who advised me that they cannot replace the phone but will send me a cheque of over $600 to cover the cost of the phone. I have contacted the company over 6 times to ask where my refund is. The customer service representative indicated that someone from their accounting department will contact me in 24 hours. I contacted them 6 times and each and every time I have been told to wait 24 hours. Nobody has returned my call. When I call back they repeat the same thing over and over. It is now March **, 2014 and I have still not received my refund for my phone. This company has given me the run around over and over with no solution. Product_Or_Service: Other /samsung galaxy note 2/ Account_Number: ************

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) I would like a full refund for my phone as a deductable was already paid.

Business Response: check #**** for $630.00 was mailed 3/**/14 from our *** **** offices

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/31/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: My phone was stolen while it was covered by a warranty that was purchased through the Global Warranty Group. The first contact was in December 2013, when I was told that my iPhone 5 would be replaced. After a bit of time without receiving anything I called back and was told that they had no phones to send, but would be sending me a cheque for $750. I waited some more, and no cheque was received so I have called multiple times, as has my boyfriend. Each time, we have been told that they have been having issues sending out cheques but that they would pass along our information and that we would receive a phone call within 24-48 hours. Every time, we received no phone call. Each time we called back, they explained that they were following protocol and that they could not even guarantee that we would even receive a phone call. In the meantime, I had purchased a new iPhone 4s as I need a phone. That phone has now been stolen, however there was no insurance on it as I am not convinced that GWG is not scamming me. I am now out two iPhones, and the original $159.99 deductible that was paid last year.

Desired Settlement: I expect the $750 to be paid immediately. I feel that I should also be reimbursed for the value of the second phone as I would have purchased insurance had GWG actually delivered on its original promise.

Business Response: check #**** for $750.00 sent 3/**/14 from our ** offices

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/31/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a 2 year warranty for my LG G2. I had lost my phone; as a result, I filed a claim on February *, 2014 and paid a $100 deductible. The customer service representative informed me that my claim will be processed and the phone will be sent in 7 days. However, a few days later, I was notified that they could not order my phone and a cash settlement of $600 was compromised. I was informed that the cheque will be received in 1 -2 weeks. Now it has been almost 8 weeks and I have not received the cheque. During this period, I have called customer service for answers and information on the cheque multiple times. However, the representatives do not provide any legitimate and truthful answers and have been forwarding the "inquiries" to the accounting department multiple times, yet the service has not been completed. I was also told a ********** will call or email me back on my problem within 24 hours, however that call or email was never received. This company has given me false information, projected false advertising on their brochure and have not completed the required job for the money I have invested. I am not in the position to wait for the money and will not wait any longer for this slow and unsatisfying service. I need answers and the job to completed ASAP.

Desired Settlement: I require my cheque of $600 to be mailed as soon as possible and the service I invested for to be efficiently completed.

Business Response: check #**** for $600.00 sent on 3/**/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/30/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Replacement Warranty for iphone 5C 16GB Pink ###-###-#### Phone stolen approximately November **, 2013 Claim made for stolen phone Nov ***** 2013 Dec */13 - charged $100 deductible on my Visa by GWG Dec **/13 -contacted GWG, was told they had no iPhone 5C's available and asked what other phone did I want, I advised them that I did not want any other phone. They offered me a cheque for $600. I told them that $600 did not cover the cost of the phone with taxes. They said they would have someone call me within 2 business days. No call received. Dec **/13 -called them back and said send the $600 cheque, was told it would take 4-6 weeks Feb **/14 -called to see when cheque was mailed, was told they had experienced problems with their system and to date no cheque had been processed or mailed. I let them know I was not happy and asked why no one had contacted me regarding this delay as they have my home phone number as well as my email address. I was told an email went out to customers, I let them know I had received no such email or contact from them at all. I was told my claim would be escalated and someone would call me within 2 business days. I did not receive a call. March */14 -called to let them know I did not receive the numerous calls I been told I would receive, in fact to date I had received any call back from them. Was again told they would put in an escalation and I would be contacted with 2 business days. No call received. I mentioned during this call that I felt the cheque should be couriered at their expense. March **** -called again, advised them that I had not been contacted again and that I was very unhappy as I think I had been more than patient and wanted to speak to someone today, was told again they would put my claim into an escalation process and someone would call within 2 business days. I had mentioned during they call that I had put the new phone on my VISA and was paying monthly interest, as well as I was losing faith in the integrity of their company and mention I might need to take legal action.

Desired Settlement: Receipt of refund check by end of March 2014

Business Response: check #**** for $600.00 sent on 3/**/14 sent from ** offices

Consumer Response: Better Business Bureau:

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

Sincerely,

****** *******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased a 2 Year Mobile Contract on 2 Cell phones from US Cellular on 3/**/13, with a warranty from Global Warranty Group (GWG) for an additional $99.99 per phone (total of $199.98). Phone with number ********** broke and I contacted GWG on 12/**/2013 for a replacement. Charged me a $75 fee for a new phone to be sent out and was received about a week later. Phone was a previously used phone and within 2 weeks stopped working altogether. Called GWG on 1/**/14 to request a new replacement phone and was told phone would be sent out within 1 to 2 business days. Called to check on the status of the phone on 2/*/14 and was told they were waiting on a tracking number from the vendor, and that the claim was being expedited and I would receive a call within 24-48 hours. No call has ever been received. Have called roughly 10 times in the past month and told the same thing every time, that they are waiting on a tracking number from the vendor, that the claim is being expedited and I will receive a call in 24-48 hours. It is now 3/*/2014 and am still waiting on a phone with no calls from GWG.

Desired Settlement: To receive a phone or be compensated the price of the phone and to be refunded my deposit for the hours and time spent calling GWG, waiting on a phone and their total lack of Service.

Business Response: check #***** for $477 was mailed out of our ** offices 3/*/14

Consumer Response: Better Business Bureau:

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


I called GWG today (March **, 2014), and according to ****(the representative I spoke with), the check they sent out that I did receive today with check number ***** was to close a claim I had on a seperate claim.  According to **** with GWG the check for Claim number ***************** is still processing and has not been sent out.

 

 

 

 

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


Sincerely,

******* ******




 

Business Response: check #***** for $477 was sent 3/**/14 from out ** offices...thank you

Consumer Response: Better Business Bureau:

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

Sincerely,

******* ******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been phone-less going on 32 days, without any confirmation via e-mail of phone conversations about my phone claim. I was told to send in my broken phone, pay $100, and would receive a new Galaxy S4 in 5-10 business days. It is now March ****, and I have made my third phone call to the company, only to be told they would send me a $600 check (which I accepted to take) because they're inventory ran out/wasn't in. I was told this two weeks after my phone was sent in the week of February ****. I waited patiently, only to never once be contacted by the company on the status of my phone. I made a phone call to the company on 2/**/14 to ask on the status, and was told I would receive an e-mail on the *** of *** of March. I have yet to receive an e-mail. I asked for a confirmation e-mail today of our conversation by a man named *****, who's only reply was that I would receive one in 3 business days. Not only have I not had a phone for 32 days, but I can't seem to get a hold of anyone that can/will help me within the company. I was told customer service was the only contact I could talk to, and that no manager or person above them could be contacted about my problem - which puts me stuck, without a phone, no one to contact, and am out a total of $558 (including deductible and income I couldn't receive due to not being able to use a smart phone) still without a replacement or check. Also, no one has had an estimated time on when the check will be sent out. I don't think it proper or fair for them to keep my $100 deductible that I paid (2//**/14) to have this process be finished in a timely fashion. Global Warranty Group should have far better communication between business and customer. I have been very patient and kind considering my terrible circumstance, only to be told, "I'm sorry, there's nothing we can do." Because of this, I have missed out on income. I used the smart phone to network on social media for a local company via ******** and *********. I was paid $14 an hr, and averaged 5-10 hours a week. Average that out to 8 hours a week, and I missed out on an average of $448 of income this month. Unacceptable. And I'm going to lose that small job, which I need.

Desired Settlement: I want Global Warranty Group to send the promised amount for the phone, and to send confirmation e-mails of each verbal phone conversation. Without that confirmation, I have no proof of this company doing anything for me as was promised verbally. I paid for this service and sent in a broken phone. When I purchase insurance with a new phone, I expect that the company follow through with their promise/guarantee to replace my device. If this process doesn't get finished any time soon, I also will need to go about requesting the income I wasn't able to receive due to the inability to use a smart phone for work/business purposes for 32 days and counting. I work because I need money. I don't have money to spend (which they recommended I buy a new one until the check came through) to be able to replace a brand new phone. I also can't borrow money, with the uncertainty of not knowing whether or not they will send me the $600 check as promised (due to lack of e-mails/communication/confirmation).

Business Response: check #***** for $600 was sent out of our ** office 3/**/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/28/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Samsung Smart Phone from Verizon on May **, 2013, along with a warranty on the phone from Global Warranty Group. I was told that if the phone were damaged or destroyed it could be replaced for a $75.00 deductible. The phone was damaged beyond repair, and on February *, 2014 I returned it to Global Warranty Group, mailing it to the address above with a packing slip they provided. A woman called me on February ** to say that the Samsung Stellar phone was out of stock. She asked me if it were OK if Global Warranty mailed me a check for $300.00 so that we could buy a new phone. I agreed to this. But I have not received a check. I called on March **, spoke to a customer service agent and to a ********** named *****. Neither could tell me when I would receive a check. I requested someone call me back with that info. I was promised that someone would call within 2 business days. No one called. I called back on March **. Again, the agent could not tell me anything other than my order was being "processed." I asked for a call-back. Again I was promised a call-back within 2 business days. No one called back. I called on March **, spoke to an agent named ***** who also could not tell me when my check would be mailed and also promised a call-back within 2 days. No one has called me back. In the meantime, Global Warranty charged my credit card $75.00 for the deductible on February **. They have my money. I would like my check so that I can replace my phone.

Desired Settlement: I would like my promised check in the amount of $300.00 payable to me or a new phone.

Consumer Response: Better Business Bureau:

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

Sincerely,

******* *******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/28/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

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

Desired Settlement: I want the $550 check I am owed, and I want my $179.00 deductible refunded from this horrible company.

Business Response: check #***** for $550.00 was mailed out of ** offices on 3/**/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/28/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I filed a claim with Global Warranty on 02/**/2014 to have my IPhone 5 replaced! It is currently 03/**/2014 and I have not received the check yet. Furthermore I learned that the amount offered my $550 could have been $650 if I would have negotiated. I feel this company deceived me in the amount of money they are sending to me and secondly I purchased this insurance to have my phone REPLACED not a check sent to me. I paid the full amount of this insurance upfront at the time of purchase only to find out now that I must pay an additonal $179! I have been without a phone replacement or refund check for almost an entire month. I find the customer service is extremely poor. After the numerous calls made day after day I could only be told that my "check was in processing" with no idea of when to expect to receive the check! This has been the worst experience with customer service and the insurance has not provided the protection that I believed I was purchasing.

Desired Settlement: I feel that Global Warranty Group owes me the $550 PLUS another $100 that they cheated me out to replace my IPHONE 5. The time wasted and lack of service both have enraged me during this whole process. Again I do not have a refund check yet.

Business Response: Per the terms and conditions of the contract there is a $179 deductible which was discussed with the customer when the filed the claim on 2/**/14.  We attempted to process the deductible several times and each time it was declined.  The deductible was approved on 3/**/14 and not the check can be processed. 

Consumer Response: Better Business Bureau:

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

[I still have no idea when my check will be mailed!  Also, I called about this claim numerous times and not one time was I told there was a problem with the deductible payment not processing!  I was told only that the claim was "in processing!"  Nobody took the time or effort to find out what the problem was for me!  I could not receive my email because I no longer had my IPHONE!  I had to borrow a friend's phone and have my cell connected since I finally realized that Global Warranty Group was not responding or fulfilling my claim. WHY WAS I NOT CALLED? OR WHY WAS I NOT TOLD WHEN I KEPT CALLING to follow up the claim?  This poor service is NOT ACCEPTABLE! Per the terms of the contract nothing was fulfilled as described on Global Warranty Group brochure. The information clearly states that "If your exact model is not available, you will receive equipment of like kind and quality in terms of features and technology. All replacement equipment may be new or remanufactured."  I was told since I had the IPhone 5 I could only get a refund check of $550!  That is not per the terms of your contract!  Also it states on the front side "covers all makes and models!"  This insurance has proved to be deceptive!  Where is the customer service? Today is 03/**/2014 and only today did I finally get a confirmation that the deductible was processed.   I asked that once this processed that I be CALLED with a date when the check was mailed - it did not happen AGAIN! 






















 

 

 

 

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


Sincerely,

***** ******




 

Consumer Response: Better Business Bureau:

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

[Eventhough I have paid the deductible I still have not been advised that my refund check has been mailed.  This is the way my entire claim has been handled - poorly!  I was told I would have a date that the check would be mailed the next day after the deductible processed.  That did not happen!  Global Warranty continues to make promises that they do no keep!  When will my check be mailed?  

 

 

 

 

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


Sincerely,
********************




 

Business Response: check #***** for $550.00 was mailed out of our ** office 3/**/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 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 ****, 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 #***** for $550.00 sent out of our ** offices 3/**/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On Dec. of 2012 I purchased an Apple IPhone and purchased Wireless protection insurance through Global Warranty Group in the amount of $150. My phone was lost in in Nov. 2013. I filed a claim with Global Warranty Group and was informed by E-Mail that my claim had been approved and that a charge of $150 was placed on my credit card. I was also told that they were out of stock of replacement IPhones but I could receive a check for $600 in lieu of a new phone, which I agreed too. As of March **, ***I have not received my check. I have contacted the customer/ complaint dept of global warranty group so many times I have lost count. I have also sent at least 50 E- Mails as directed by their customer service dept. All I get is the run- around and no re- imbursement. PLEASE PLEASE help me get the money I am entitled to. I have seen through the inter- net they are pulling the same scam with many, many, many other people. Again PLEASE give me any assistance that you can,all they do is give excuses and lies - I truly need your help. I have been advised by Global Warranty Group that my claim number is *****************

Desired Settlement: I want the money from Global Warranty Group that I am entitled to. For your information the customer service number for Global Warranty Group is ###-###-#### and the E- Mail address they gave is ********************** ******** *********. THANK YOU in advance for any help you can give me.

Business Response: check #***** for $650.00 sent 3/**/14

Consumer Response: Better Business Bureau:

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

I needed to advise you that I was contacted by Global Warranty Group with a response after being contacted by you. I was sent an E- Mail from a person named ***** from I assume their customer service dept. It stated check no.***** in the amount of $650 had been issued to me on 3/**/14. As of 3/**/14 I have NOT received the check. I sent ***** AN E- Mail informing her that I have not received the check.

Due to their "stalling" practices I have experienced with them for months and months I desperately still need your help in getting the money I am entitled to. THANK YOU so much for your time and assistance in this matter.

 

 


Sincerely,

***** ******



 

Business Response: customer needs to allow at least a week for the check to arrive.  this is not a stalling tactic the check did go out

Consumer Response: Better Business Bureau:

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


I have received the check thanks for all your help.


Sincerely,

****************



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have contacted them back in December 2013 to file a claim about a lost cellular device. The charge for replacing my lost phone was $130 deductible. They charged that to my credit card, and I was told I will get my new phone within 24-48 hours as per policy. A week went by, but no package was delivered. I called them back to ask what's the status with my claim. They told me they didn't have any phones available at this time. No phone calls were made to me or emails sent to notify me of this. They offered to send me a check for the amount of my phone ($700), which should be sent out within 3-5 business days. I agreed since that's all I could do at this point. In the meantime I went out and bought myself a phone, which is for business and for personal use. Since it was Christmas time, I understand things might be slow to process. No mail came after 2 weeks have passed. I called them back in January to find out what's going on. It has been a month since my claim, and I understand in their policies it should only take 3-5 business days. I then ask them to escalate this to the **********, but all they said is they can't do anything further for me. They don't know why my claim is taking longer than normal, and they have no further information for me. As a customer, I already went above and beyond what was necessary of me. I was already charged for the replacement of my phone, and I had to go buy myself a new one. I've already been very patient with this whole process, and given them enough time to sort out this claim themselves. Its been more than 3 months now, and I want them to send me what was promised. The phone was worth $700 and 12% tax. They are only willing to pay for the phone but I have to pay for the taxes.

Desired Settlement: I want them to quickly resolve my claim which is 3 months overdue, and pay for the full amount my phone is worth plus applicable taxes. I paid money to get this extra service when I bought my phone, and paid any extra charges when making a claim. I expect them to do the same and follow their own policies and procedures.

Business Response: check #**** for $700.00 sent 3/**/14

Consumer Response: Better Business Bureau:

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

Sincerely,

***** ***



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In December 2013 I had a claim with Global Warranty Group regarding replacing a damaged cell phone. I did receive a replacement cell phone that was defective. The ringer would not work. I took the cell phone to the ******* ***** (WE R *******)where I had purchased the original cell phone, and the salesman checked it out and could not get the ringer to work. The salesman called Global from the ***** and I also spoke with the person from Global on the phone she said they would send out a replacement phone that was on 12-**-2013 I believe. On 12-**-2013 I received a call from a female from Global who stated that they were out of the Samsung Galaxy S4 16GB white cell phone they were replacing. She said they would send me a check to replace the cell phone due to them not knowing when they will get that type cell phone in stock. As today 3-*-2014 I have not received the check. I have called once a week sometimes twice a week and they keep telling me they check is still processing and they are very backed up and someone should call me in two days that has never happen. They tell me all they can do is update my file and expedite getting me the check which has not happen. I asked if there is anyone I could call to find out where the check is and they tell me the only thing they can do is update my file and someone one will call me in two days that has never happened. They said when the check is sent I will receive a email and tracking number I have received none. I pay $6.00 a month for the protection plan I had to pay $100.00 deductible and still no cell phone. I have talked to some many people from that company I do not know their namees.

Desired Settlement: I would like to get the check I need to replace that cell phone. I would really like to get my deductible back for all the trouble they have put me through. I do not want to replacement cell I want to go and purchase a new one.

Business Response: check ***** for $625.00 was mailed out of our ** offices 3/**/14

Consumer Response: Better Business Bureau:

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


Good Morning I did receive the check and was waiting for it to clear in the bank before I responded. It has cleared I will be replacing the cell phone tomorrow. Thank you for your help. 

 


Sincerely,

****** *******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I placed a claim with the company for my stolen phone January **** and paid my deductable. I called a week after because I had not recieved my replacement phone yet. They told me they don't have my phone and they need to send me a check instead(est 2 weeks). I was thinking, well thanks for letting me know. Bad communication. I went and bought a phone because I needed one that night after I spoke to them, thinking I would get a check in the next couple weeks to get reinbursed. A couple days later, I recieved a phone in a package from them. I called and told them the situation, that i bought a phone becuase they told me they didn't have it! they told me to send the phone back and they will send the check. I have been trying to get a hold of someone for an estimate when my check will arrive. Everyone I speak to says they don't know because the accounting department will not answer them. I call at least twice a week because I never get a call back from anyone like they say. I tried the customer service email they gave me, no reply to that either. This is becoming an inconvenience because I am now really relying on that check. It has been almost 2 months sense I placed a claim and has been a hassle ever sense. I paid for the insurance and I paid my deductible, they have been awful with this whole process. There is no reason why I have not gotten it yet. The reason I purchased insurance is because I cannot afford to buy a new phone, and that's exactly what I had to do, plus paying my deductible- and still no reimbursement at all. $400.00 may not seem like a lot of money but I am a single mom and it is to me. They said my check has been approved for weeks, wondering why has it not been sent to me yet???? Also, when I go to the site they gave me to see the proccess of my claim it says my claim is closed.

Desired Settlement: $555.00 I would like the $80.00 back that I paid for the Insurance. My $75.00 Deductable back. and the $400.00 they owe me.

Business Response: check #***** for $400.00 sent from our ** offices 3/**/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased insurance for my iphone 4S from Global Warranty on 6/*/2012 through an independent mobile store with whom they have a working relationship here in NYC The Mobile Shop. The plan i purchased was for 2 years at a cost of $179.I have made exactly one claim (the one currently pending) in the entire time i have had this insurance.In January while traveling for my fathers funeral i dropped the phone...permanently damaging its screen...I sent the phone to Global on January **** for replacement as per the original agreement and their instructions at this time they withdrew an $179 deductible from my Bank of America account via EFT.. They have been in receipt of the phone since February ***. I was informed that due to discontinuation of production of my phone model Global would offer me a settlement check of $400. After confirming the market value I was offered was fair I agreed to take a $400 settlement check.I have yet to receive the check and despite several calls over the past few weeks I can never get a definitive answer in regards to when they will send or I will receive the aforementioned check. Im always given vague responses such as "i see here that its processing" or told some one with more info would contact me..which has not yet happened neither by phone or email.There never seems to be a ********** who can step in and expedite the process and the different parts of this business seem to work in shadowy independence of each other each doing what it wants oblivious to the inconvenience they are causing their customers.Please help still in need of a phone this time span for something so simple seems utterly ridiculous to me.

Desired Settlement: I would like the $400 settlement check immediately as well as a year of free insurance coverage for the iphone I will purchase upon receipt of the settlement check.

Business Response: check #***** for $400.00 sent on 3/**/14 from our ** office

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/27/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: 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 BBB 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 #***** for $400.00 sent 3/**/14

Consumer Response: Better Business Bureau:

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

Sincerely,

***** *****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/27/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased insurance from the Global Warranty Group to cover lost/damaged/stolen cell phone through a Rogers / Cellcom. When I damaged the screen on my phone, I called GWG on January **, 2014. I was told that I had to send back the broken phone and a new phone would be delivered within 4 business days. More than a week later (approx Jan **), I called to check the status of my phone. I was then told that they didn't have the same phone to replace and asked if they could send a cheque for $650. I agreed, and they said I would have it in 10 business days. On February **** I had still not received the cheque, so I called. This time I was told my case was being escalated and I would have a call back in 48 hours. 1 week later (March ***) I called back as nobody had called me after the 'escalation'. The call center person just said that accounting had my file and I would be getting a cheque, but he could not give me a time line. When I questioned more about how I could find out more, he said 'have a nice day' and hung up the phone. I went into the Rogers store today and they said they have had many complaints lately.

Desired Settlement: I would like my cheque for $650 as promised.

Business Response: check #**** for $650.00 sent 3/**/14 from our ** offices

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am actually complaining about the insurance provider-Global Warranty. We started an insurance claim on February *, 2014. The deductible of $179.00 was paid. A new phone was sent out-this phone was received broken. This phone was shipped back to Global Warranty immediately. They said a new phone was on its way. They then called on February **, 2014 and said they didn't have the Iphone 5C. They were now sending a check for $550.00. Needless to say after dozens of calls to Global Warranty I still haven't received payment. On March **, 2014 Global Warranty debited my checking account $475.00. The contact number I have for this company will not let me speak to a person in charge of accounting. They said they can only file my complaint. I have been filing complaints since 2/*/14. I still have my original/broken phone. I am still waiting for a new phone from Global Warranty or my payment.

Desired Settlement: I would like my account credited the $179.00 deductible as well as the $475.00 they recently charged. I would also like to receive the original payment made to this company for the 2 year insurance coverage for $159.99. That clearly isn't insurance!

Business Response: check #***** for $550.00 sent 3/**/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/27/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought a phone through ******* ******** ****, they told me about this company that is a better insurance company but instead of paying monthly you make on large lump sum payment when you get your phone insured. I did it then my phone broke on Feb *** 2014 and I made a claim and had to pay a 100.00 deductable on the phone. They called me back and said my phone was no longer available to be replaced. They said a check for the value of buying a new phone would be mailed asap. I have called once a week for 7 weeks and they just keep telling me its in process. They have all my money and I have no phone. The will not even send me another typed of phone so I can at least have a phone to use. I called ******* and told them and they said there is nothing they can do. I have to deal with Global. Even after a phone call today they said it is still in process and I cannot talk to anyone in the accounting area because they have no way of connecting me to them. They have have no *********** I can talk to. I got ripped off and am out alot of money, including my deductable and a phone.

Desired Settlement: I would like a new phone or at least the money they promised to buy a new phone.

Business Response: check #***** for $450.00 sent 3/**/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 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 ****, they deducted the $179.99 from my credit card. On January ****, 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 **** 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 #***** for $550.00 was mailed 3/**/14 from our ** offices

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I filed a claim for 2 cell phones on 2/*/14. One phone has a cracked screen and the other has a faulty charge port It has been nearly a month since I submitted these claims and I still do not have resolution. 2 weeks after submitting the claims I received a call notifying me that the phones were not available and I would receive a check for $580 to cover the cost of a new phone at a retailer. I was assured they had checked with the retailer and this would cover the cost of the phone. At the time of the claim my deductible of $75 was charged and a $500 hold was placed on my credit card to ensure return of the broken phones. I have been told my credit card will be charged on 3/*/14 if these phones are not returned. I now see that these claims are closed according to the claim tracking tool on their website. I was assured that my credit card would be credited if they do get charged however I do not feel I should be penalized for their inability to fulfill the claim. At this point I have not received the checks for $580 and am unable to return the phones until I receive these. Upon further research I have discovered 2 things 1. I will not be able to replace these phones due to the fact that the retailer does not even carry them so we will have to pay a fair amount extra for a equivalent phone 2. Reviews for the company indicate that this is a common practice and many others have waited more than 3 months for resolution of their claims.

Desired Settlement: I do not expect my credit card charge on 3/*/14. I would expect a check to cover the entire cost of an equivalent phone. I would also expect some sort of compensation for the delay such as a return of my deductible.

Business Response: check#***** for $580.00 was mailed out of our ** office on 3/*/14

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because: It is 3/**/14 and I have not received a check yet.  I would expect 2 checks for $580 as I have made 2 claims 

 

 

 

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


Sincerely,

*** *******




 

Consumer Response: Better Business Bureau:

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

 

I received the first check today.  I would like to leave this complaint open until I receive the second claim check.  It is unclear to me as to why these checks were not sent out on the same day as the claims were placed on the same day

 

 

 

 

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


Sincerely,

*** *******




 

Business Response: Check #***** for $580.00 sent 3/**/14 from out ** offices.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/26/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased GWG wireless protection program(cell phone warranty) in Jun.,2012, was told it would cover two replacements for 2 years of period. Since my son had lost first phone last Sep.,2013, I reported it to police n gave in the police file no. to GWG, then they sent a"NEW" phone in a week. In two months, unfortunately, my son couldn't use the phone any more since he dropped it once. so, I called the GWG n call center agent advsed me to make 2nd claim to get the new phone since it would be cheaper to have new phone than to get it fixed. As per the agent's adv, I tried to proceed the 2nd claim, all of sudden, the agent said since first claim hadn't closed she coundn't proceed 2nd claim but if I gave them 2 business days and if I'd call them back they would take care of the first claim n be able to proceed the 2nd claim. I took the adv n waited more than 2 days and call them back but call center agent said the same story that they couldn;t proceed the 2nd one since first claim was not closed, saying if I wait another 2days n call them back they would proceed 2nd claim. it was early dec.,2013. I'd called them several times till they finally sent me e-mail on Jan.,**** which they could close the first claim n made a phone call to process the 2nd one. they finally gave me a file no.******************, saying I had to send the broken phone to them n pay deductable $130.00. as per their adv, I sent the broken phone to them on **** n in their records they got the one and took $130.00 from my credit card already on Jan ****, they sent e-mail that they rcved the broken phone I'll be rcving the following action shortly. On Jan **** I got a call fm them that since there's no stock they decided to send me a check which is $578.00 so that i can go any place to buy any phone. but till today they did not send the check yet, I made several phone calls to check the status of the progress on Jan ****, Feb.,****, ***** ***** **** but call center agents kept saying same story that they don't know the progress but they would leave the msg to the authorized person so that the authorized person will call me back within next 24 hours, within today,or within 2 days to explain when the check could be processed and shipped out to me.. every time I waited but no one concacted me. when I talked to ***(call center agent) on feb.,****,, I mentioned her abt "BBB" or small court claim and she even said if nobody call me back till Fri.,5pm, I'd be dong that. other call center agent even told me that they cannot make me wait for this long for no reason. Anyway, I waited one more time but still nobody contacted me. I asked if I could talked with ********** but every time they didn;t let me n said "Wait till the ********** contact me". My son couldn't hv been using the phone for over 2 months now but I'm paying the bill n It became quite big for me. I cannot believe how this big company like GWG work like this. Even they advertise they solve the matter within 48 hours !!!!! every day when i get home from work my son ask me abt the phone and it's been agony for me, too. pls pls be kind to solve this matter soon. Thank you in advance for yr kind understanding.

Desired Settlement: the cheque they mentioned on Jan., **** : $578.00 2 1/2 months rogers bill payment : $100.00 ----------------------------------------------------------- total : $678.00 (as soon as possible)

Business Response: check #**** for $578.00 was mailed out of our ** offices on 3/*/14

Consumer Response: Better Business Bureau:

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

Like I sent you the msg below last mar.,****, I waited the check till last friday, then I called them up to know where they sent it to. since they'd sent the cell phone to wrong place at first claim I wanted to make sure this time.

 

but, again, the call center agent said they couldn't  know the addr but someone in accelation team would call me on monday or tuesday, but as i expected, they did not call me till now.

 

I hope you should not just resolve the claim at this point, can you please wait a bit more till I actually receive the check ??

I'll make sure to send you e-mail as soon as i receive the check.

 

?

 

Sincerely,

******* ****




 

Consumer Response: Better Business Bureau:

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

Well received the check from GWG and deposited it yesterday.

 

Thank you very much for your kind help on this matter but I do not want to give good comments about the company GWG that as far as I know there're so many complaints from other customers for same reasons.

 

Thank you again and have a wonderful day.

 



Sincerely,

******* ****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/26/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased a cell phone warranty through the local US Cellular authorized agent. We originally filed a claim on January ** to replace a Motorola ElectrifyM due to a cracked screen. We were told at that time we should have a replacement device by Friday (01/**/2014) at the latest. We had not received the phone on Saturday (02/**/2014) so called to check and they said for some reason there was a hold. I had given them my credit card info to cover the deductible and also a hold so they could ship the new device before returning the defective one. Over the next 4 weeks, I called many many times only to be told they would escalate the claim and I would be called within two business days. I have , to date, never received a call from Global Warranty Group. When I called on February **, I was told the device was unavailable they would mail a check instead. I called on March *, because I had never received the check, to be told it was still in processing. I contacted the office again this morning only to be told the check has still not been sent out.

Desired Settlement: I would like to receive payment for the replacement device, plus an amount for aggravation and loss of use - $1,000.00.

Business Response: check #***** for $600.00 sent UPS ******************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/26/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought a white 16 GB iPhone 5 through a Verizon Wireless carrier and purchased a warranty through the Global Warranty Group. I lost the phone and proceeded to file a claim and pay a $179 deductible on December *, 2013. I was told that I would receive a replacement within 3-5 business days. A week later, I was informed that they no longer carried the phone in my contract, and it could not be replaced with any other phone of equal or lesser value because it was not written into the contract. I was told that I would receive a $550 check to replace my phone within two weeks. It has now been three months, and I have received nothing. I have called multiple times over the past few months, trying to get more information and threatening to contact the BBB, and they are still unable to give me any information on when I will receive compensation, or even a refund for my deductible. I do not believe I will ever receive this check, and I feel that my money has been stolen by a fraudulent company.

Desired Settlement: In the very least, I would like a refund of my $179 deductible. However, I would prefer to receive the original promised $550 so that I can replace my phone.

Business Response: check #***** for $550.00 was mailed 3/**/14 and I refunded $100 of the deductible back to the credit card on 3/**/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/26/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Claim # ****************** Failure to send warranty replacement check. I filed an insurance claim for a lost phone on October ****, 2013. My Bank Account was debited the $179.00 deductible on October **** 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 ** ***** ** POS Withdrawal -- (ELN) WIRELESS PROTECT ION PR WIRELESS PROTECTION PR ** ***** * * $179.00 Claim Status CLAIM INFORMATION Customer Name Claim Date Wireless Number Make Model Tracking number Date Shipped ******* ********* 10/**/2013 ********** 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 #***** for $650.00 sent 3/**

Consumer Response: Better Business Bureau:

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

According to Global Warranty Group the Check was sent March **. As of March **** 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 BBB 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: Better Business Bureau:

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

Sincerely,

******* *********



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/26/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have filed a claim through global warranty group wireless protection program on 3/**/14 concerning my cell phone a week ago. It was stolen I filed a police report and submitted to them as requested. After submitting my claim I was told I would be contacted in 24-72 hours about my claim.......Nobody has contacted me at all about my claim and it has been a week since i filed the claim. I was also told to call ****** ***** which was sold to New Wave when I contacted them the lady that answered told me they no longer deal with GWG due to poor experience in the past. I have made several phone calls regarding my claim and several associates keep telling me that no claim has been filed and then one associate I spoke with told me that the claim was filed Tuesday 3/**/14 and I would receive my phone Thursday 3/**/14 as of 3/**/14 I still have not received my phone or a phone call about my claim. I was told there is a 100 dollar deductable for the claim and I gave them my debit card number over the phone to process the claim as well. Today 3/**/14 I called again about my claim and there again I was told that they would look into it and call me back. I asked if I could have a number to the claims office I was told by an associate that the claims department does not have a number to call but they would call me. Now how does one have a number that can call out but not a number that can call in. My cell phone is my work so I am losing alot of business through this period........very fustrated.......Called again today the lady i spoke with told me again that she did not see a claim filed and she would put a request in for someone to call me back within 24-72 hours........same run around again from the start.....

Desired Settlement: I want my phone replaced ASAP!!!!!!!! I have been dealing with this for a week and I am losing business........

Business Response:  UPS tracking ******************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/26/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 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 ***, 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 ****, 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 BBB. 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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/26/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Hello BBB I am very frustrated as I have been waiting for weeks on weeks and have been promised by Global Warranty Group that my $700 phone replacement is coming in the mail. I put in my claim in on January *, 2014 and it is now March *. This is ridiculous I have called in more than 6 times and there customer service says that there accounting department has the check and we are processing it. It has been 2 months and I still have not received a tracking number. I feel like an idiot that can keep calling everyday over and over to get my claim through. I have a 5 month old son and run two businesses I don't have time for this ***** This situation make me frustrated that large corporate companies work with these idiots. The BASICS I learned is business school is not to treat your customers like this. If I do not get a resolution through here I will be telling as many people i know how much of a SCAM Global Warranty group. Its unfortunate because in the past I used them and had no problem. They are going in the wrong direction and need a better leader.

Desired Settlement: The business should apologize and provide my $700 and my $130 deposit. I'm so angry that they keep telling me that they will look into it and nothing is happening. I'm a reasonable person but money is tight with my new born and this situation is frustrating me more everyday.

Business Response: check #**** for $700.00 was mailed out of our ** offices on 3/*/14

Consumer Response: Better Business Bureau:

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

Hello BBB they mentioned in this response that the check was mailed out on March **, 2014. I was told that the check was mailed out months ago and now they are saying that this check was mailed out this week. What is going on here. Either someone is not doing there job or someone is lying to me.

I still have not received my check.

 

 

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


Sincerely,

****** ****




 

Business Response: If customer does not receive the check by 3/** please let us know so we cancel that check and send another check with tracking

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have submitted a claim for a faulty cell phone and then followed up on several occasions. 2/**/14 I submitted a claim for a black iPhone 5 32 GB phone 2/*/14 I was told they can no longer stock that item and that I would be receiving a check for $650. Follow Up phone calls were made on 2/**, 3/*, 3/** all of which requested someone call me back... no one has done so.

Desired Settlement: I would like a the check for $650 for my device. I also do not think it is unrealistic to ask for the $169 back for the deductible as it has been over a month of empty promises. I am out money for the original contract (roughly $200), $169 for the deductible, and $650 which is the cost of a new phone.

Business Response: check #***** for $650.00 sent 3/**/14

Consumer Response: Better Business Bureau:

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

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

Sincerely,

**** ********



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/25/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: 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 **** 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 BBB 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 #**** for $578 was sent out of our ** offices on 3/*/14

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, 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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/25/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On January ***, 2014 I filed an insurance claim with the Global Warranty Group due to a broken cell phone. They informed me they did not have a replacement cell phone for me, and would instead be sending me a check for $600. Two months later, I have not received the check, and their website lists my claim as "closed." I have called customer service on seven occasions, and each time I am told that the check is processing and that there is nothing they can do but send an "expedite" request to the accounting department. I am also told I will receive a call back within 48 hours to update my status. At no point have I received a call back; instead, I am forced to call again every week or two, with the same result occurring each time. I am also told that the customer service agent has no ********** and no contact with the accounting department. Researching my plight, I found a "Ripoff Report" that had 19 listings for Global Warranty Group, all with the same complaint as mine and many occurring during the same time period. Some are convinced this company is a scam. All the complaints are responded to by a customer service representative from GWG, requesting the complainer call or email customer service.

Desired Settlement: Either send me a replacement phone (which is what the contract promised) or send me the check. IMMEDIATELY.

Business Response: check #***** for $600 sent 3/**/14 from our ** offices

Consumer Response: Better Business Bureau:

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

Sincerely,

****** *****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a contract for them to cover my phone as insurance that I bought. My phone was stolen and they provided a new phone that did not work. I was offered a check in replacement because they did not have any phones available. I have been waiting over six weeks and have not yet been provided the track and cannot get information as to the status of the claim except that the escalations department will call me in 2 business days. I have called six times and have not received a call back. Meanwhile I am stuck with a phone that does not work, and I have paid them $400 dollars.

Desired Settlement: I would like the check I am supposed to received, as well as a refund of the insurance I paid for since it obviously protect me at all.

Business Response: customer decided to get a phone instead of the check on 3/**/14..phone shipped and to customer by 3/**

Consumer Response: Better Business Bureau:

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

 

[Your Answer Here]

 I spoke to the individual who actually sold me the insurance.  He was very dissapointed in the company as well.  The phone that arrived was not the phone I originally had.  The individual said he would work with me and the insurance to get me an upgraded phone and also 100% of my insurance deductable credited back to me.

I will not consider this issue resolved until I see the credit on my credit card statement for $180 (which I will continue to check for every day until I see it) and also have a working Iphone 5s phone in my hands.

 

 

 

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


Sincerely,

******** *****




 

Business Response: I don't see notations indicating the refund of the other $79 but I will refund it today for you

Consumer Response: Better Business Bureau:

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

 

[Your Answer Her)



Thank you ..... I appreciate it.  Once I see the credit come through my statement, then I will consider this resolved.  And accept the complaint as resolved.  Thank you again. 

 

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


Sincerely,

******** *****




 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought the extended warranty from ******* wireless zone in *** ***** **. I ended up breaking my phone by accident and I filed a claim. The first time they lied to me about having the phone in stock. Well then they didn't and they would then send me a check for $550 for replacement, I thought that was fair. It has been 4 weeks since I first filed my complaint and nothing has happened at all. I keep getting told that my process is in the works and it will take time. That is a lie because I have done my research and I have found out that many people have found the same issue. I want my money. I lived up to my end of the bargain now it is their turn.

Desired Settlement: I want my money for that amount of $550. If I don't get the money in two weeks I will file a complaint the with Minnesota Attorney General and if that does not work I will start a class action lawsuit against this company for their lies and failure to provide their promised service.

Business Response: check #***** for $550 was mailed out of our ** offices 3/**/14

Consumer Response: Better Business Bureau:

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

Sincerely,

***** *********



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/23/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased insurance for my galaxy note 3 threw this company I paid the full year of insurance which was around 138 dollars I lost my phone they told me to pay a 100 dollar deductible and I would have my phone within 48 hours. I called them to check status of my phone they told me they did not have my phone in stock and that I would receive a check instead for the amount of 700 dollars and that it shouldn't take more than 10 days. That was on January *** 2014 still no check and they say that dont know when I will receive it just that its processing I call a few times a week and get no where I am starting to think there is no check coming.

Desired Settlement: I would like the check I was promised of 700$ plus a check for my deductible and insurance premium that I paid because I have waited alot longer than the 48 hours they promised.

Business Response: check #***** for $700.00 sent out of our ** offices 3/**/14

Consumer Response: Better Business Bureau:

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

Sincerely,

******* ******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/22/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased Global Warranty cellphone insurance for my son's phone through local Verizon store 10/2014. Prepaid 2 yrs @ $150. Filed claim for damaged Motorola Driod 2/**/14. Rec'd phone call 2/**/14 from GW stating they do not have same phone available but will authorize check for $550 to replace phone. Ret'd call to the phone # left and accepted offer on 2/**/14. Purchased new phone on my credit card, damaged phone ret'd to GW, paid $100 deductible. Have not rec'd check from GW despite several contacts with GW. Around 2/**/14 Verizon store called on my behalf, told the check is 'being processed as of 2/**/14 but no estimate on when I'd receive it. 3/*/14 I called and was told exactly the same thing; representative put me on a list to receive a call from 'escalation team'. Rec'd that call 3/**/14 and was told again 'check being processed as of 2/**'. Also told that the accounting dept writes checks by hand, not computerized, used to writing 30/month and have been overwhelmed lately. On 3/** I called again and was told the same exact story; when I asked to speak to someone in a supervisory position, was told I had 2 options: be put on list (again) for call from escalation team or I could email the team. I opted for both. I sent email 3/**. Internet search revealed that my story is not uncommon, multiple stories exactly the same as mine.

Desired Settlement: I want the agreed upon check for $550 ASAP. It has been over one month, I am paying interest on my credit card while awaitng reimbursement.

Business Response: check #***** for $550.00 sent 3/**/14

Consumer Response: Better Business Bureau:

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

Sincerely,

***** *****

I rec'd check today and will deposit tomorrow, hoping it does not bounce.
 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/21/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

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

Desired Settlement: I would like to receive the check I was owed ASAP.

Business Response: check #***** for $550.00 sent 3/**/14

Consumer Response: Better Business Bureau:

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

Sincerely,

**** **



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 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 #***** for $550.00 was mailed out of our ** offices on 3/*/14

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, 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 BBB 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: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** 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, 

********* *****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/21/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: When purchasing an iPhone 5 from a Verizon retailer, I also purchased a two-year coverage program from Global Warranty Group (GWG). In November 2013, during the coverage period, I severely cracked the phone, and filed a claim with GWG. They informed me that they were out of stock of iPhone 5's given the release of a newer model and would instead send me a check for $750 to replace the phone. They also notified me that they would put a $700 hold on my credit card, that would be released once I had received their check and remitted the cracked phone. Two weeks after placing this hold, they charged my credit card for the $700. After 4 months now and calling 8+ times, I have still not received my original check for $750, nor been refunded the $700 they charged to my credit card. I am thus out $1450 to this company and they refuse to resolve the issue. The customer service department claims that there is an accounting department in Oregon which handles the checks. They claim they have sent escalation notes to accounting regarding my situation each time I've called, but I have still had no response. They also refuse to connect me directly to the accounting department in order to get this straightened out. There is no conceivable situation in which it should take over 4 months to mail a check, and claiming to have no direct access to the department that controls the accounts is unconscionable. It is not at the point where I am questioning if this business is some sort of ponzi scheme, or a licensed warranty program at all.

Desired Settlement: I need for the company to send me the $750 check they owe me, at which point I will remit the cracked phone and expect them to refund the $700 they charged to my credit card.

Business Response: check #***** for $750.00 sent 3/**/14 from our ** offices

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me if it is in fact true. This assumes I actually receive a check in the coming days, I have grown doubtful of this business' ability to follow through on anything.

Sincerely,

****** *****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Cell phone was sent to company because you could not hear anything unless it was on speaker phone. It took two weeks for Global Warranty Group to get back to us. It then took another two weeks to find out the phone could not be fixed and they would be sending us $350. to purchase a replacement. The check would be in the mail in the next 3 days. I went to ******** Verizon and purchased another phone. It was aggravating because a new phone cost $550. ******** finally agreed to sell the Razor M for $350. because that was the amount the refund would be. It is now the end of March and we have not received the money. I have contacted Global nearly a dozen times. Every time, hearing the same story, it is being looked into or the money is on the way. I am more than frustrated especially to find out several customers are having the same problems.

Desired Settlement: At least $350.00

Business Response: check #***** for 350.00 sent via UPS ****************** on 3/**/14

Consumer Response: Better Business Bureau:

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

Sincerely,

****** *******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/20/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I submitted a warranty claim for a lost cell phone DECEMBER **,2013 after filing a police report as required, to the claim center.I paid $130.00 deductible on the LG Optimus G which was priced at $599 when I purchased it Dec. 2012.Claim # ******Plan # ******** ** ********DEC **, 2013 they called me and said they could not replace the phone so they would send me a check.JAN.*, 2014 I phoned and they said problem sent to there billing dept. Told me the claim would be expedited.JAN. **,2014 I phoned again and they said problem at billing dept. and that payments are not their usual business -----their business is replacing phones and not paying out claims. Again the claim to be expeditedFEB. *, 2014 I received an e-mail from **** ***** for *********************** "This message is in regards to your recent device claim. Claim was filed for a Rogers LG Optimus G unfortunately the device was not available so we offered a check in the amount for $450. We are a company thatreplaces wireless devices and usually don't do check and why there is such a delay. At the moment you have not received the check and we wanted to let you know that this is being worked on and checks are expected to be delivered approx. within this month. We do not have an exact date of yet but as soon as we have tracking or updates for this we will get in contact with you to provide you these."March *,2014 I phoned and was told there was no tracking number and that the check was still been worked on. She would put an expedite on the inquiry.I HAVE NOW PAID 2 MONTHS OF TELEPHONE SERVICE FOR A PHONE I DON'T HAVE!I HAVE LOST 2 MONTHS PLUS ON THE WARRANTY PLAN BECAUSE I DON'T HAVE A PHONE TO PUT BLANCE WARRANTY ON.I HAVE ALSO BEEN TOLD THAT A REPLACEMENT AMOUNT SHOULD BE $599 BECAUSE THATS WHAT ITS GOING TO COST ME FOR A REPLACEMENT BY ROGERS, MY CELL PHONE PROVIDER.I DO NOT FEEL THIS IS ACCEPTABLE FOR THIS COMPANY TO DELAY PAYMENT AND CLAIM TO BE A MEMBER OF THE BBB.

Desired Settlement: STOP THE DELAY, AND SEND CHECK!COMPENSATION FOR MY MONEY LOSS DUE TO THEIR DELAY.

Business Response: Instead of as check that was offered the customer and dealer requested to do an instore fulfillment.  We have spoke with the dealer The Wireless Age and to Jason Lemmons the agent that requested the Purchase order #******.  They state that the phone was given to the customer and invoiced to Global Warranty Group for payment.  The customer continues to use that IMEI on his account.  NO check is going to be cut for this account since a phone was given.

Consumer Response: Better Business Bureau:

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

[Your Answer Here]

 there seems to be confusion about the phone claim.  The original phone purchased in Dec. 2012 was replaced in January of 2012 when it had a crack on the screen.  I paid the $95 deductible and GWG arranged a replacement Through Cell Com in *******.---claim # ******************

There was a person there named ***** ** from Cell Com.  This claim was handled within 2 weeks, thank you

My second claim is the one am having problems with

 Dec **,2013 the phone was lost and I filled out police report.  I paid the $130 deductible and file claim.  claim # **********-******.

this is the one I am having problem with.  I understand their problems are with the months and years.  There are almost the same dates but this is a second claim a year later.  Ask them to please note the different claim numbers and different dates. 

 

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


Sincerely,

***** *******




 

Business Response: check #**** in the amount of $450 was mailed out of the ** office on 03/**/2014

Consumer Response: Better Business Bureau:

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

[Your Answer Here]

 I received a check for $450 on March **, 2014 without even a "Sorry for the delay".  This was from a Dec. 2013 claim.  This is not the kind of business I will deal with again.  Over two months without a phone and still had to pay monthly payments.  I'll except the money for the replacement phone but can't excuse their rotten treatment of a paying customer. 

 

 

 

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


Sincerely,

***** *******




 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My Nokia 928 broke, and so I called their company (DEC. **, 2013), which I have insurance with and they didn't have my phone to replace. And so they said they were going to send me a $400 check and then I'd send the broken phone to them. I still haven't gotten my check and they charged my credit card $301.

Desired Settlement: I did not have the money to pay that $301 and I had to borrow it. I am asking that they send me my $400 check for my new phone, plus a $301 check that I had to pay for my credit card. Almost 3 months have gone by and it is not fair that I as a consumer has to pay for something that is totally not my fault because of a company who doesn't know how to handle their affairs. I would like a quick resolution for what I have asked from this company who have caused me nothing but problems.

Business Response: check #***** for $400 was mailed out UPS *****************

Consumer Response: Better Business Bureau:

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

I did receive my $400 check today2/**/14, but only due to someone from ******* who had called their company. My initial complaint was for Global but it went to ******* who had nothing to do with the complaint, but they helped me out anyway. So please do not send anymore letters to *******. As for Global, I feel that they also owe me a $300 check for my credit that was charged because they never sent me my check to send them the broken phone, which I was still able to use, but didn't have another phone. With that credit card charge I had no money on my credit line and I had to borrow money to pay it. I expect Global to also send me a $300 check for the financial problems they put me threw. I would like you(BBB) to help me resolve the other half of my problem. Thank you.

 

 

 

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


Sincerely,

*****************




 

Business Response: we refunded the $301 back to the consumer credit card on 3/**/14

Consumer Response: Better Business Bureau:

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

Sincerely,

****** *****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This company sells warrantys for cellphones at my local verizon store and I purchased 3 policy's for my children's phones...I made a claim back in thanksgiving of 2013 on behalf of my college age daughter for a iPhone 5 cellphone which they charged me a 150.00 deduct able for within a few weeks...this phone was no longer carried by them so they agreed to send a 650.00 check to cover the cost of a new iPhone...they said it would take about 4 weeks to process this refund...for reference her ph number is ###-###-####... As of this date the global warranty group has never made good on their promise to reimburse me for the insurance claim....have tried to call about 10 times at least and they always give me the same runaround about it's still processing.WHAT THEY ARE DOING IS NO LESS THEN INSURANCE FRAUD!!!

Desired Settlement: Verizon wireless should drop this non-service company

Business Response: check #***** for $650.00 sent out of our ** offices 3/*/14

Consumer Response: Better Business Bureau:

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

[Your Answer Here]

 They have said this before that my settlement is being processed, ( for 4 months now) why would I expect their response to be any different?...I will believe it when I see it and the check is cleared. I have wasted countless hours of my valuable time calling and talking and trying to bring this issue to settlement... therefore ,I am demanding a full refund of the 4 cellphone insurance policys ($550.00 total) that I purchased on behalf of Global Warrany Group through my local Verizon-We R Wireless store...if not I will be filing a complaint with Verizon for their part in selling this particular companys warranty policy to their customers in the Verizon Store as well as taking legal action to recoup my time and money. There is no way I want anything to do with this company anymore and neither should Verzon Wireless Corp.

 

 

 

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


Sincerely,

******* ******



 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because
That is all fine and good although I believe that the credit card I paid the deductible fee on 4 months ago had been compromised and replaced with a different card, so I'm not exactly sure how that would work out.

 

 

 

 

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


Sincerely,

******* ******




 

Business Response: I am sorry to hear that the credit card was compromised, I know that is a stressor.  I would advise calling your credit card company and telling them that we issued a credit back to the card and they will be able to transfer the funds over to your new credit card.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company has offered me a cheque for $700, after they sent me two faulty replacement phones. This cheque was to go and buy my own replacement phone. This was in October. When I call, I cannot talk to anyone, they do not give me any information. It is now March and I still have a crappy phone and no cheque.

Desired Settlement: Not only do I want a cheque for $700 in order to replace my phone, as it is not working properly, I feel like the should also make sure that the money they send with actually cover the entire cost of a new phone.

Business Response: check#**** for $700 sent 3/*/14

Consumer Response: Better Business Bureau:

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

[Your Answer Here]

 I have not received the cheque yet. Until the cheque is in my hands, I want this complaint to remain open.

 

 

 

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


Sincerely,

****** ******




 

Business Response: check#**** for $700 sent 3/*/14

Consumer Response: Better Business Bureau:

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

Sincerely,

****** ******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased cell phone "wireless protection" insurance from this company through a local Verizon Wireless store. My son's phone broke at the end of December 2013 and we filed a claim. They were unable to provide a replacement phone at the time and offered to send a $625 check instead. Since filing the claim I have called the costumer service dept at least ten times (about once a week) and have been given the same story each time. "They don't know why I haven't received the check yet and they will send a request to the 'Escalation Dept.' to contact me." Each time they told me someone will call me back within two business days. No one has ever contacted me either by phone or email. I also find it extremely odd that the customer service department has absolutely no ability to contact any other department through any means other than their internal email. No one has been able to get me any answers or any further in the process. *********** have no more authority than service reps. I truly feel that this company is a scam because I have seen other complaints online describing nearly the same experience I am having. I also can hear other customer service reps speaking to other angry customers when I am on the phone with them. They also put a $275 charge on my credit card at the end of January because they had not received my broken phone yet. Discover Card reversed the charge successfully for me as they agreed it was an unethical charge.

Desired Settlement: Settlement of the claim in the form of a $625 check mutually agreed upon.

Consumer Response: Better Business Bureau:

I have received the settlement check offered by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved - Provided the check clears.

Sincerely,

******* ******




 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/19/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Back in September 2012, I upgraded my phone to a Samsung Galaxy S3 and I bought your extra warranty protection for $129.99. In January ****, 2014 I had filed a claim with your company and was given two choices: - Return the phone and pay the $95 deductible and get the same phone or upgrade in return, or - Pay the deductible of $95 and put a $381 hold on my credit card and they would send me my phone or equivalant or a check and i would return my broken phone to them I decided to choose the second option because I could not be without a phone. After that I had called back to ask the status and was told that they were sending me a cheque of $650, but it would have to go to some office for processing. On the trackaclaim website it shows that the date shipped is February ***, it has been a month and I have not received anything. It does not take a month to process and send a cheque. Every time I call back to there call center I get the same answer, "Theres nothing we can do and that we can get them to give you a call" I have calleda few times and i get the same answer and nobody ever calls me

Desired Settlement: I would like a refund on the money that they have charged my credit card

Business Response: check #**** for $650.00 was mailed out of our ** offices on 3/*/14

Consumer Response: Better Business Bureau:

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


Thanks for responding, I received the Cheque yesterday 03/**, its a shame they didn't make any effort to make it come sooner especially after receiving a complaint through your site.

 

Maybe you can suggest to the business to improve there processes and procedures is that when they offer callbacks for them to actually follow through and let there call center have escalation procedures, as I  mentioned in my complaint that nobody could ever do anything.

 

I come from a very established call center back round here in Canada and they have thorough procedures for complaints like this.

 

Anyways thanks again for your assistance, it is very appreciated

 


Sincerely,

****** ******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/18/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: 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 #***** for $650.00 was mailed out of our ** offices on 3/*/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/18/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I filed a claim for my Samsung Galaxy S4 at the end of January of 2014. A few days later I called and they said that they couldn't find my replacement phone so they will send me a check. They said it would take 7-10 business days. After 10 days I called to see what was taking so long. All I got was that my check for $600 was processing and that they will notify the escalation crew to give me and update by calling me back. It's been over 2 weeks and I'm still getting the same response. A check can not still be processing for over 2 weeks.

Desired Settlement: All I want is my $600 check. I'm 17 years of age. I live by myself. I have no way of contacting my mother who lives in another state. It's very critical I get that check to get a new phone. I beg of you anything you can do so I can get what is rightfully mine. Thank you

Business Response: check #***** for $600.00 was sent out our ** offices 3/*/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/18/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased an insurance policy back in Nov 2012 from my local Verizon Wireless dealership when I purchased my Iphone 5 from them. I submitted a claim this Feb **,2014 for a replacement phone due to a cracked phone screen. I had to give them my credit card information to place a hold on my credit card for $600(price of the new phone) in case I didn't send them my damaged one, they would charge me for it. They also charged that same credit card $150 for a deductible for the new iphone 5 they were sending out to me. 3 weeks went by... nothing, no phone, can't talk to anyone besides a call center employee. They told me it went to an "escalation team" would hear from them in 24-48 hrs... nothing. On March *** with nothing back from this company, I called them and reuquested them to cancel my claim. This would credit me back the $150 for the deductible of new iphone I never received and would also cancel the $600 hold on my credit card for me not sending them my damaged phone after I received new phone. I also requested a refund for the purchase of the policy that I purchased back in Nov 2012 since the policy served no purpose to me. Having no confidence in this companies ability to do anything I decided to call them today, March **** to verify my claim was cancelled... the cancellation I submitted on MArch ***. spoke to a call center person again... that's all they allow you to talk to.... she said nothing cancelled yet, she would send to the "escalation team" This is the same team that my request for the new phone was sent to with no outcome for me. I have 5 days from today and my credit card will be charged $600 for a phone I didn't send back, because I never received the replacement. I ******* this company and every single review negative and exactly my complaint... insurance fraud. THey need to be stopped... shut down.

Desired Settlement: this is what I want to happen, or I will contact a lawyer. Hold of $600 taken off my credit card $150 credit back to my card for the deductible I paid for new phone I never received $150 refund for policy I purchased from Verizon Wireless... actually purchased for 2 phones, and this policy did nothing for me.

Business Response: GWG did not have inventory of the customer's phone one contract so rather than offer a check for the retail value we reached out to the customer's dealer We R Wireless and asked them to provide a BRAND New phone to the customer in store.  We sent the Purchase Order #****** on 2/**/14.  It was GWG's understanding that We R Wireless was going to reach out to the customer when the phone was ready for pick up.  The customer called on 3/*/14 to cancel the claim and get the hold and deductible refunded.  In order to do that GWG had to verify that no phone had been given out for this PO in the We R Wireless store.  We were waiting for confirmation from We R wireless which we received 3/**/14.  The claim was cancelled and refunded the hold and deductible at that time.  It does take 3-5 business days to reflect on the customer's account.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) I wish to receive the check they promised to send in the amount of $570.

Business Response: check #**** for $578.00 was mailed out of our ** offices on 3/*/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On January *, 2013 I purchased my daughter's iPhone 4S 16 Gig through an Authorized Verizon dealer. Additionally, I purchased a 2 year, 3 instance insurance policy from Global Warranty Policy for an upfront fee of $175. Each instance was to replace a broken, lost or stolen cell phone with the same model or better within 48-72 hours with a co-payment of $179. Since my daughter travels throughout NYC by public transportation, it is vital for her to be able to keep in touch with me so this policy seemed worth the cost, just in case. On February **, my daughter lost her cell phone so called their Wireless Protection Program telephone number (###-###-####) to report the incident. I was told that a police report needed to be filed before the process can begin and I went to my local police department and filed the report. I called them back to provide the number and authorized them to charge my credit card company the $179 co-payment which they did on February **, 2014. When I did not receive a tracking number for the replacement phone, I again contacted them to follow up. I was told that the phone was not in stock and was offered a check of $400 as settlement. I checked APPLE online and saw that I could purchase only a lower level iPhone 4S 8 Gig for $450.00 plus tax. As such I rejected the offer and requested instead the upgraded, lower level 5c or the $400 plus my co-payment refunded, which would cost about the same as the 5c ($549+ 8.875% sales tax). I was told that this needed to go to their escalation department and would be contacted within 48 hours. Nothing. I called again and was told a second escalation would be needed and a response would be received by Friday, February ****. When I did not again hear from them and almost a week after the cell phone loss, I went to APPLE and purchased my daughter a iPhone 5C so that she can at least have a phone. I was going to use the refund check to offset my costs of the new phone. On Monday, I again called to see what was happening with my claim. I was told that they found a iPhone 4S and was going to ship it. I was unhappy that more than a week later I was getting a replacement for her and would have to return the iPhone 5C I just purchased but at least she was going to finally have this matter settled and I can get a refund from APPLE because of their return policy. I have called since and another escalation was put in but as of today I not yet received the phone or heard back from them on when the phone will be shipped. At this point they obviously did not replace the telephone during the 48-72 hour replacement time nor have I gotten a resolution yet.

Desired Settlement: They had not lived up to their obligation to replace my daughter's cell phone during even the 72 hour or even a reasonable period thereafter. A cell phone is not a luxury item any longer and is a vital piece of equipment. I checked **** and every poster gave them one star with similar instances. Those who took the check option have been waiting for weeks to receive it. As a single mother raising two teenage daughters alone, I cannot afford to replace my daughter's cell phone. This is why I bought the insurance in the first place. At this point, it will be unlikely that I will be able to return the iPhone 5C that I purchased my daughter as a replacement for a refund so I am out close to $600. I am requesting that insurance company credit my credit card the $597.72 (tax included) I spent to replace my daughter with what is now a comparable cell phone.

Business Response: Tracking was sent to customer today and phone was received

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/18/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: A claim placed on Feb. ** took nearly a month to replace a covered phone. The company never contacted us to offer any type of explanation for the delay or to suggest there was a problem with the claim. We placed 3 phones to them in which we were advised they would upgrade the request each time. Ultimately we had to go to a local store to get a phone which could have been offered on day one. We I voiced my concern and asked if there was any compensation since we were without a phone but were paying for service for nearly a month, I was told no.

Desired Settlement: The deductible should be refunded and/or they should pay for the monthly service on a phone that didn't exist.

Business Response: I have refunded the $90 deductible for the issues

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed up and paid $120 at my local Verizon retailer for a phone insurance plan with the Global Warranty Group. My phone broke and I sent it in to the company for them to replace. They received the phone on February **** and it was signed for by *******. I checked my bank account later that day and an additional $100 had been taken out for my deductible. I received a call Saturday, the **** stating they could not locate a replacement phone and that a check in the amount of $400 would be sent to me. They provided me with no other information. I have since called them 6 times, emailed 4 times, and faxed once. Each time I have called they have told me they cannot give me a status update for my check and that my call would be escalated. Each time my call was "escalated" I was told I would receive a call from the escalations department in 24 to 48 business hours. I am yet to receive a call back. This is frustrating and quite frankly smells of a scam. I noticed they are rated with an A+ for the BBB and I don't quite understand as I have found other complaints very similar to mine online.

Desired Settlement: I would like my check for $400 overnighted and I would also like to be refunded my $100 deductible as I have been waiting for over 3 weeks. This is absolutely ridiculous and disgusting.

Business Response: check #***** for $400.00 was mailed out of our ** offices on 3/*/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/18/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I made a claim with GWG for a lost stolen cell phone in November 2013. A deductible for $180 (although warranty receipt states deductibles to range from $45-$160) was paid by credit card at time of claim and I was billed promptly. Shortly after I submitted the claim, GWG called me to advise they could no replace my cell phone as they had none in stock nor could they locate one from any of their vendors. Instead they offered to send me a cheque for $600 which I agreed to, and I recall being told that I could expect receipt of the cheque shortly, within 90 days. Although 90 days has past, I still have not received the $600 cheque. I have made numerous phone calls to their claims & customer service department, but they will only forward my complaint to the escalations department who I have yet to hear from directly. Claims & customer service told me there is a back log of cheques to be processed by the accounting department which is causing the delay. When I asked to speak to escalations or accounting department, the claims department cannot forward my call or provide a contact number. When I spoke to claims today, a note on file stated that escalations attempted contacting me this week (although I did not receive a call or message at the 2 contact numbers I provided) and made note of some vague hope that GWG planned to process more cheques next month ( but no promise that I would be receiving one)

Desired Settlement: $600 cheque. I also expect the $180 deductible to be refunded to me, as GWG has been unable to uphold their promise for timeline of service.

Business Response: check#**** for $600 sent 3/*/14

Consumer Response: Better Business Bureau:

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


I have not been promised a full refund of the $180 deductible from GWG that I requested in my initial complaint. This deductible was processed promptly by GWG at the start of my claim, and a full refund is a reasonable request due to the length of time that it has taken for my claim to be settled. I also want to advise that I have been reminded that the accounting department informed me that I would receive the $600 cheque within 6-8 weeks (not 90 days that I had mistakenly reported in my initial complaint) from the date the accounting department called me to offer money instead of a replacement phone. I began making numerous calls to the claims & customer service department around 6 to 8 week from receiving that call, but was unable to get any direct response from the escalation or accounting department on the status of my claim. This can be confirmed by the notes on my claim file that were documented by the claims department. The request for reimbursement is for compensation for a very unsettling claims process, one that was much longer then I was lead to expect by GWG.
 

Sincerely,

****** *****




 

Business Response: I have refunded the deductible of $179.00 for the inconveniences you have experienced.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: - Sept. ** 2013 bought cell phone from VERIZON store in ************ ** and paid $100 for insurance recommended by clerk in case of loss or accident. Cell would be replaced at no cost.- Feb. **, 2014 accidentally dropped cell and touch screen cracked. VERIZON did not replace cell as promised, instead gave me number to contact insurance company to have cell replaced by mail- Insurance company asked me for $75 deductible and offered to send me a new phone while putting a hold for $340 on my credit card to ensure I would return damaged phone to them after receiving new one- Two days later, insurance company called stating my phone was not in stock and they would instead send me a check for $550 to buy my own cell- Today, * March 2014 I have not received promised check. I called the insurance company GLOBAL WARRANTY GROUP ###-###-#### requesting status of claim. I was told checks like mine normally take between weeks to months to be mailed! I expressed my indignation with such practice while my phone is not a 100% functional. The answer was she could submit a request to expedite check, but from her experience, it would be to no avail. After insisting, I got to speak to a ******* who promised to have someone call me immediately to give me a time frame for check delivery. No one has called and looking at similar complaints on line, I frankly don't expect to hear from them at all. http*******************************************************

Desired Settlement: - Mail me a brand new cell phone immediately as was offered when I paid the $100.00 upfront with VERIZON OR- Mail me the check for $550.00 immediately so I can buy new cell phone myself OR- Refund me the original $100.00 paid upfront plus the $75.00 deductible IMMEDIATELY so I can get out of my contract with VERIZON and buy a new phone with a more reliable carrierNeedless to say VERIZON is also at fault here and deceiving trusting and loyal customers

Business Response: check #***** for $550.00 was sent out of our ** offices on 3/*/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I filed a complaint with Global Warranty Group due to a failure of my device, ensured through Ensquared, in February. They told me they would have a phone to me within 3 business days. After 2 days, I checked my claim status and noticed that they had updated the phone model to the incorrect model. I had to call them to correct this issue, and was assured that they would now process that as quickly as possible, and get my the correct phone. After another day, the claim status was not updated (and still isn't, actually), but the CS rep on the phone claimed that it had been updated, then informed me that they had added a note saying that they couldn't get a replacement for my phone, but would like to offer a $650 check instead. Fine, I can go out and buy the phone on my own. It has now been over a week since they claimed to be "sending the paperwork to accounting", and they are still saying it is in the approval process, and they cannot give me an update on when they will be approving and/or processing the payment. In my most recent call, I was hung up on by the first rep, then the 2nd one told me they are behind because they never send out checks (even though there are many complaints that involve them offering checks), then after asking to be transferred, the "advanced" rep told me that they have so many checks that they are behind on getting them processed. Additionally, they put a hold on my credit card for "advance replacement" of my device, and are intending to charge my card if they don't receive my device within 30 days from the claim date. They have spent almost half of that time so far not providing any service. This phone is still available from AT&T also, at a retail price of $694.99. Issues that I have are: 1. It should not over a week to send out a check if they can send out a phone in 2-3 business days 2. I should not have to police their process for them, and remind them of which model of phone they insured, or prod them along in the process. 3. I have received one single phone call back from them after asking multiple times to be kept updated, and being assured that they would call back. 4. There should not be a hold on my credit card until they send a check, and they should not charge me until 30 days after they have actually provided services

Desired Settlement: Since I have had to spend my time correcting their mistakes, and pushing them to honor their agreement, I don't believe I should have to pay the deductible on this claim. Desired Resolution: 1. Refund deductible - The service and process has been so poor that they should not be charging me to process the claim 2. Promptly send the offered settlement of $650 Alternative resolution 1. Increase the offered settlement to cover the actual retail price of the phone ($695), and overnight the check to me promptly When I was sold the insurance, it was indicated that claims would be resolved in 2-3 business days. I only expect them to live up to that claim.

Business Response: check #***** for $650.00 was mailed out of our ** offices on 3/*/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/18/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Hi, I have filed a claim with this company in mid December to receive a phone to replace my lost phone. On dec ** I paid the deductible amount of $90. I have called this scam of a business every two days to receive updates on my claim. In the middle of January I received a call informing me no phones are in stock so they will send a $700 cheque instead and it should also arrive at the beginning of February. After many calls wasted and receiving no update and no change in my claim, I am completely fed up and sending this complaint.

Desired Settlement: I want my cheque of $700 sent as well as my deductible amount of $90 for the incompetence of the global warranty group. Thank you.

Business Response: check #**** for $700.00 was mailed out of our ** offices on 3/*/14

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/17/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I have been dealing with this company over a month now with no outcome to what it says in their terms and conditions. I have been waiting for a call from upper management in regards to my concerns and them not doing what they said they would. In the terms and conditions it states that if there is a broken device they will replace it with a like quality device if not available which my phone is no longer available. I have placed 6 escalation calls that I have yet to receive a call back on I always have to call them and they won't transfer me to someone higher up to talk to in regards to my frustration with them. Another issue that I have with them is the fact that they have given me false information. I was told and stated in the terms of conditions that I will receive a replacement phone before I had to send in my broken phone within a specific time period I should get my replacement but I had to place a hold on my credit card about a week ago I had my credit card statement show that I was charged that money on the day I placed my claim I called in very upset again and had another escalation placed that day for a call back. And again I have not received that which is very bad business practice. The deal that I confirmed with them was that I'd get a replacement product before I was charged and has to send in my broken phone. Now the company is stating that they will send me a cheque but I have been waiting over 3weeks for that to get sent out and feel as if that won't happen so I've been waiting with my previous phone that is unusable for something to happen. All and all I've been not happy with this service and feel as if they are not honouring there services that I paid for and are written in their terms of agreements. But as we'll this is also a problem with their customer service but I was unable to select two areas so I went with the biggest being this issue of no product in return and them charging my credit card.

Desired Settlement: My desired outcome at this point is a replacement phone of like value, a refund to my credit card right away for the charge that was supposed to be a hold, a call from the managers apologizing for not getting back to me and me calling the company for a month every week and even twice within that week. As well I would like some compensation back from the deductible I've paid as I have waited a month for something that I haven't received. I really just want a working phone that I can use and a company that will be honest to me about when I will be getting something in return cause I have yet to receive any satisfaction and I do want that.

Business Response: check #**** for $578 was mailed out of our ** offices on 3/*/14

Consumer Response: Better Business Bureau:

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

[Your Answer Here]

 They did not do what they said they would. I have talked with multiple people in their Customer Service Department that stated they would get the Escalations team to contact me once the cheque has been sent and they have not yet done that. The only reason I knew that this was sent was from this email. I am still not satisfied with the service that I have gotten, as no one from higher up as yet to call me and I have over 5 complaints that have not yet been answered. I find this very hard that my complaints have not been looked in to fully and that I have yet to get anything I have asked for. And when I called to ask about the cheque even though there was a cheque number given to me I don't know if I can actually believe that I will get it this week or not. 

 

 

 

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


Sincerely,

***** ******




 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a cell phone insurance policy for two phones, samsung galaxy S3 and Samsung Galaxy S4. One broke dec **, 2013. I put a claim in. Deductible was put on my mastercard that day. They called a week later and told me no phone was available and would I accept a check in the amount of $578. I said yes. Still waiting after weeks of escalating the call and no resolution. Their escalation department does not take calls during the day. You have to leave them an email to get them to call you back, if they ever do. And no *********** or ******** in the office I talked to ever. Now I have another phone Samsung Galaxy S4 that is broken, claim processed on my card, deductible of $130. No phone available so they offered another check for $700. Told them I did not want to do this as I still have not received the first check from over 2 months ago. They said that all they could do after that was refund the deductible to my card. No replacement, no money, nothing else. So I accepted the check yet again. I have sent in both phones to their company (otherwise they hold at least $380 per phone on your card until the claim is closed). No resolution, no check, no phones, no offer of another phone. No one to talk to in management. Was contacted by an **** ***** of the *** **** office to say they dont usually deal with checks, only replacement phones hence the time delay, and that my check for the first phone should be delivered sometime approx. this month (verbatim).

Desired Settlement: I want either the replacement phones (Samsung Galaxy X3 and Samsung Galaxy S4) or the said checks in the amounts of $578 and $700 respectively as soon as possible as I need to replace my phones for business purposes.

Business Response: Customer filed her claim 2/**/14 said wanted to send in phone first so we received the phone on 2/** and deductible was paid on 2/**.   We contacted the customer on 2/**/14 and offered her the check on $700 which she accepted.  Since she accepted the check on the **** we have had 2 business days please allow some time to process the check.

Consumer Response: Better Business Bureau:

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

 

There are 2 claims by myself and my boyfriend for 2 different phones through this company. One for a claim from December **, 2013 (samsung galaxay S3) offered a check for $578 on December **, 2013, which I accepted. Have been waiting ever since for that check. The check has not come and it has been escalated and not dealt with to my satisfaction. Have not been able to replace the first phone because of it.