This business is not BBB accredited.

Global Warranty Group, LLC

Phone: (631) 750-0300 Fax: (631) 750-9617 500 Middle Country Road, St. James , NY 11780 http://www.globalwarrantygroup.com ! Global Warranty Group, LLC is Believed to Be Out of Business !


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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.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 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 has no rating because BBB has information indicating it is out of business.


Customer Complaints Summary Read complaint details

721 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 16
Billing/Collection Issues 21
Delivery Issues 107
Guarantee/Warranty Issues 212
Problems with Product/Service 365
Total Closed Complaints 721

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. 

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Global Warranty Group, LLC
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

12/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased this warranty program for my cellphone a while back. I dropped my cell phone a broke the screen. I filed a claim with the global warranty group and they had me pay my $100 deductible and send my phone in to be replaced. After about a month of not receiving my phone I called them to see what was taking so long. They said they do not have my phone in stock so they will send my a check for $600. I said that is fine. How long will it take? The assured me it would only be a couple of weeks. I called them 3 times a week for about 5 months. They told me the same thing every time. They said it is processing and we will escalate this up to the claims department.... Well here I am a year and a half later with no check and the place is out of business. Even after they went out of business they did hesitate to still charge my credit card my monthly fee for their scam of a business. I had to cancel my credit card to stop payment to that place... This business is a scam and I wasted a lot of money on false hope.

Desired Settlement: I would like to receive the $600 I was promised so many times. I would also like my $100 deductible back as well beings this company did not provide the services it's contract said it would.

6/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted the insurance company on April *, 2015 stating I wanted to end my insurance on the phone and no longer wanted it because I do not have the phone any longer. The representative that I spoke to stated that it would take two to three weeks to process and I would be issued a check in refund of the rest of the contract. I still have not received anything and I have called in every other week for an update. Today I called again and was told it would be another two to three weeks to process. I even spoke to a supervisor at ###-###-#### and he stated that there were working on it last week and to call back next week to find out the status. I paid 300.00 in full at the time I got 2 contracts for two phones that now I can't receive the difference of 1 that I ended over 7 weeks ago. Please help me in any way you can. thank you

Desired Settlement: I want a refund for both contracts at this point in full. They have not held up their end of the bargain and I have not received any call from this agency and I have taken my time several times and just the aggravation of dealing with people that just continue to say wait 2-3 more weeks. For what? I have waited long enough and I have been very patient. This is unethical at this point in time.

Consumer Response:

Better Business Bureau:

At this time, my complaint, ID ******** regarding Global Warranty Group, LLC has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)


Sincerely,

**** *******

5/19/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In May 2013, I got an iphone 4 in my local ******* ******** store (not corporate) and was told I had to get insurance through Global Warranty Group and $10.99 would be taken from my checking account every month. I agreed to this. In April 2014, I got an iphone 5s in a different local ******* ******** store (not corporate) and was told I no longer needed the insurance through Global Warranty Group and was given a phone number to call and cancel. I called this number (no longer have the number now) as we were leaving the parking lot the same day and got a recording that said in order to cancel to email ******************************. I emailed the email address right then and said to cancel the service and gave my phone number and account information. After a few months, the $10.99 was still coming out of my checking account. I called the store and they said to give it another month and see if it stopped because it may take a few months. In September 2014, the $10.99 was still coming out. I called ******* ******** customer service but they said there was nothing they could do because it's a third party company. So I emailed the same email address again ****************************** and asked for a refund of $43.96 and for the service to be canceled. As of now April 2015, the $10.99 is still being taken from my checking account every month. I've had no response from the company and can't find any other contact information for them and cannot get on their website.

Desired Settlement: I want a refund of $131.88 for the year that the $10.99 has now been coming out after cancelation and more importantly I want this fee to stop coming out of my account.

Consumer Response: Better Business Bureau:

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

Sincerely,

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

4/25/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company has gone out of business yet continues to debit my checking account for warranties that I had signed up for with them. If they are out of business, they need to stop taking my money!

Desired Settlement: All of my money back for the time they have gone out of business. I believe it's been 3-4 months that they have closed.

Consumer Response: Better Business Bureau:

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

And I am still having the money taken out of my account each month for this warranty yet the company is out of business.

Sincerely,

****** ****

3/8/2015 Billing/Collection Issues | Complaint Details Unavailable
1/3/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was being charged for a warrenty when they had closed there doors. When trying to call and cancel no one to cancel and try and get refund for services that were not available

Desired Settlement: They should refund the months that they didn't offer a service.

12/28/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a wireless protection program from ****** ****. He works for ******* ******** **** in ******** - **** *** * **** ***., *********. Phone number ###-###-####. This is a ****** authorized Dealer. The wireless protection plan is through Global Warranty Group. I bought the coverage on Sept. **, 2012 for $149.99 plus tax. On Jan. *, 2014 I call GWG Warranty ******, Limited and file my lost phone with the police case number. I had to pay a deductible of $179.99. I waited for a few weeks but still nothing has happen. So I call again (###-###-####) and this time they told me that they don't have any iphone 5 to replace my lost phone. They ask if I'm willing to accept a cheque for $750. I said okay. I still didn't see my cheque. I almost call every second week to see why the cheque has not sent to me yet. They keep on saying that they are working on it and the accounting department is very busy. I email them and a person name ***** ***** (###-###-####) email me back and said she will escalate this matter. I waited and still no cheque. Eventually the (###-###-####) doesn't work anymore around July. I email ***** and no response. I call her number (###-###-####) and couldn't reach her.

Desired Settlement: They should give me a compensation on top of my $750.

Consumer Response: Better Business Bureau:

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

Sincerely,

**** ****

11/28/2014 Guarantee/Warranty Issues | Read Complaint Details
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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/**

11/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted the insurance company back in January 2014 to report that my cell phone had broke. They had me send my phone back and they were going to send out a replacement. Once they received my phone they called me and told me that they didn't have a replacement for my phone and that they will send out a $500.00 check within the next two weeks. I call them roughly once a month to check on the "status" of the $500.00 check and the only information they will give me is that the reason why I haven't received it yet is because customers who broke their Apple iPhones were unable to get replacements so they were backed up with sending out the checks. It is 9 months later and I still haven't received anything. Every time I call they tell me that they will escalate it and that someone from IT will be in contact within 48 hours. I never hear from them.

Desired Settlement: I would like my $500 check that they told me they would send me due to them not being able to replace my broken phone.

Consumer Response: Better Business Bureau:

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

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

11/21/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: They took money ($699.99+$179=$878.99 in total cdn funds on 4/**/2014) from my credit card to send us new phone in april/2014 , but they never send us new phone under warranty.

11/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company has disappeared I purchased an extended warranty plan from them and they have disappeared. I can't call them and they wont respond to my emails. I can't file a claim or get a refund for my policy.

Desired Settlement: I want a refund for my policy since they wont honor the contract.

Consumer Response: Better Business Bureau:

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

Sincerely,

****** *****

11/15/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My daughter, who's living in San Diego, purchased an LG G2, and the GWG insurance (she paid monthly) in December of 2013. The following February, her phone broke, so we called the insurance company and paid the $90 deductible to make the claim, after which my daughter sent in her phone to get a replacement. It was difficult enough just to be able to make the claim; my daughter tried calling first because she felt it was her responsibility. However, the rep. wasn't able to help her even though she is an authorized user on the account and she and her husband were the ones paying for the insurance; the rep could only speak to me because mine is the main name on the account. The next day I was called by a representative who said that their provider no longer had the G2 in stock (granted this phone was brand new to the market and should have been easily obtainable). The rep said that a check for the full retail price of the phone ($550) would be sent to my daughter within a couple of weeks. Well the couple weeks passed and their was still no check, so I called to see what was going on. The rep I spoke to said that mine was just one of many checks that needed to be processed in order to be sent out and that we should see the check no later than two months. Well not just two months, but eight months and numerous phone calls later, and I still haven't heard or seen anything promising about receiving the money that is owed. Most insurance providers honor the claims made and assist customers in a timely manner. My daughter has also continued making the monthly payments (they stopped after the August payment only because a new check card was sent to her husband).

Desired Settlement: I want $550 check that was promised sent to me, along with a refund for the $90 deductible and a cancellation of services after the refund has gone through.

11/5/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I had contacted the company back in December 2013 to replace a lost phone for which I purchased a warranty. They sent me a refurbished phone that did not work. So they asked me to return that phone and noted that the phone I needed was out of stock, so they would send me a check to purchase a replacement phone myself. Over 15 phone calls and 3 months later, they never sent me a check, but they charged me $699.99 for the phone I already sent back and $179.00 warranty fee. I then asked them to cancel the claim completely and refund the money they had already charged me. Another 3 months and numerous phone calls later, they never sent me a check. Each time I called, they said they would "escalate" the claim and that was all they could do. I then tried to call the warranty number again, only to get a busy signal for weeks. Frustrated, I finally called my credit card company which luckily disputed the claim and refunded my money. In reading all the other reviews, am amazed that this company appears to run this scam over and over again and is continuing to get away with it.

Desired Settlement: I would like also to be refunded the cost for the original purchase price of the warranty when I bought the phone. The warranty cost charged by the cellphone dealer was $199.00. Given that all this warranty did was cause a like of time and frustration, would like the original money refunded and ultimately this company closed, as they shouldn't be able to repeatedly pull the same scam.

Consumer Response: Better Business Bureau:

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

Sincerely,

****** ***

11/4/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Turned in a claim last November on a cellphone. They sent a replacement phone that didn't work. When we called on this, they said they didn't have anymore of that phone so they would send o 500.00 check to buy a new one. We have called every other week and are told we are on a list of checks to be sent. There are no "supervisors " to talk to. Since then we have had to buy our own phone.

Desired Settlement: We want a refund.

10/30/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a tablet for my son and the power button broke. I sent the tablet in after making the claim and sent them a copy of the receipt and after sending the copy of the receipt they said i would be issued a check to replace the tablet and then I never heard from them again. I just now found out they went out of business and have no way to either get my broken tablet back or the money to replace it. I know they aren't BBB accredited anymore but i don't know what to do and i was also wondering if there's a class action suit against them or not.

Desired Settlement: I either want my money to replace the tablet like promised or send me my sons tablet back plus $50 for repairs to be made and my money for this so called warranty service. Or i want to start a class action suit.

Consumer Response: Better Business Bureau:

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

Sincerely,

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

10/30/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Been phoning these people since Jun-2014 I was told that to start my claim it was $179 and for another $699. They would send me a new phone and once i receive my new phone i would then send them my broken phone and they would refund the $699. After two weeks I called and was told that they no longer have I phone 4s so they were sending me a cheque to $600 and once I received the cheque I was to send me broken phone and they would credit my card the $699. Over the next months many calls stating that the cheque would be mail out within the next week until Sept when the phone no longer is in service.

Desired Settlement: I would like my Credit card credit the $699 and the $179.. or i would like something in writing to state that Global Warrany to no long in business

Consumer Response: Better Business Bureau:

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

Sincerely,

****** *****

10/29/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased device insurance from ********** ****** ********* for a MotoX Android SmartPhone with a ******* service agreement. This was our daughter’s phone who is a student at ***** ******* **********. The phone number was ###-###-####. The phone sustained water damage and was returned to ********** per policy directions in January 2014. Our account was charged $100.00 for insurance deductible on January **, 2014. Then ******* Wireless charged our account $452.77 and the damaged phone was received January **, 2014. After several calls to **********, we made contact with “***” where we learned that their supplier, Global Warranty Group, had terminated their agreement and had to close their business as a result. We also received an e-mail from ********** (May **, 2014) stating the same and provided directions for contacting Global Warranty Group and how to escalate our claim. Following the directions provided, we have been trying to make contact with Global Warranty Group since late May 2014. We have tried to reach multiple people at Global Warranty Group starting with ***** ****** | ******** ********** ******* and ***** ******* | **** ********* ** **********. We have tried to be patient and understand that such transitions can be difficult for all involved. However, this saga has lasted far too long and the absence of any response from Global Warranty Group has caused us to submit this complaint.

Desired Settlement: Payment of the $400.00 as detailed in the Device Insurance policy from **********.

Consumer Response: Better Business Bureau:

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

Sincerely,

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

10/28/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: After filing a claim to arrange a replacement for a broken phone, Global Warranty Group incorrectly processed a 699.00 charge on my **** card. The broken phone was returned as promised, however the charge remains on my ****. I have tried to contact the company on multiple occasions however have had no response.

Desired Settlement: I would like for GWG to remove the 699.00 charge on my **** card.

10/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Dear Sirs, September of last year I purchased a 10inche table from ******** on line. I then purchased a 2 year warranty that is offered on that same Web-site. I had an accident with my tablet and they replaced it. It did not work well so I have tried to get back in touch with the company and the web-site is down. I have tried over and over for a month to call or e-mail the company. On the web it states the store is closed. Yet if you purchase a product from ******* on line, it will allow you to purchase a warranty from a company that is apparently not servicing the customer after getting their funds. I mailed my table to them along with proof of purchase and my warranty information it was returned unopened. I am asking for your help in reaching the company, or finding out if they have closed down, getting my table repaired as promised by the warranty. Please feel free to contact me for any additional information. Name of the company is Global Warranty Edge E-mail address- ******************************* Address-*** ****** ******* ***** ***** *** | *** ****** *** **** ***** phone: ###-###-#### | fax :###-###-#### My warranty information CUSTOMER ID **** ****** 09/**/2013 AT 1:42PM ITEM 2 Year Warranty with ADH FOR A New Tablet between $100-$199.00 No deduction applies on claims. Charged to my credit card ending in…….. **** 09/**/13 Grand Total $28.00

Desired Settlement: I would like the warranty to be honored. I will mail in the tablet again and they can replace or repair. I purchased the warranty in good faith and have the reciept and everything they require for them to honor the warranty.

Consumer Response: Better Business Bureau:

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

Sincerely,

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

10/22/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I filed a claim with GWG in December 2013. They told me they could either send a cheque or a replacement phone. I asked for the replacement phone in December 2014 and they said that they didn't have one. In January 2014 they would send me a cheque instead. I have been phoning biweekly since January 2014 and they keep telling me that they have escalated my claim to the accounting department. They will not allow us to speak to someone in accounting or a member of management. Everytime I call they say they will call me in 24-48 hours with a response from the accounting department however I never get a call. I have now called over 25times and know that I will not be getting a call back. I have also checked their online claim system and it says my claim is completed. When I confronted them, regarding this they said their online claim system is incorrect and they were still processing my claim. I emailed them regarding this issue as well and received the response "We have sent an escalation of high importance to the accounting dept. to advise that you are still waiting for your check and we need to have this sent ASAP. When it has been confirmed that your check has been issued you will be provided a check # and the date." I have told them that I would like to speak to someone like a ******* and they always say that there is no one who will be able to speak to me. I would like a cheque for my phone as it will now be coming up to 10months since I have started my claim and they have been giving me the run around. All I want to know is will I get my cheque and when?

Desired Settlement: A cheque in the amount of retail value of my Samsung Galaxy S4 (from when claim was made back in December, 2013). All fees made to GWG for the phone insurance.

Consumer Response: Better Business Bureau:

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

Sincerely,

****** ****

10/22/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I paid $200 for full coverage to provide a new phone if was to break mine. When I sent my report the lady said it would take 7-10 days to deliver, which was over two weeks ago. The original contract says the company would provide a new phone in 3-5 days.

Desired Settlement: Please refund my purchase if they have no intention of delivering my phone!

Consumer Response: Better Business Bureau:

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

Sincerely,

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

10/20/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This is my second complaint for the same billing issue. I am still being charged on an account that has been closed for months. In the previous complaint response, I was told all my credit card information would be removed, yet on the **** of August I was charged again.

Desired Settlement: To have all information on account ********** and ********** COMPLETELY removed and refund september billing.

Consumer Response: Better Business Bureau:

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

Sincerely,

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

10/20/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: In July 2013, I signed up for warranty service for two ******* iPhones. My credit card was debited $10.99 per month for each line and is still being debited. In July, 2014, one of the phones was stolen. It was then I began trying to contact them for TWO MONTHS and have been unable to reach them. They no longer have a Website. When you call, you only get "All circuits are busy." No matter what time of day or night, you get this message. I have been unable to file a claim. After reading the thousands of complaints about this company, I have been trying to get my credit card company to stop paying them. I have disputed the charges, and they were refunded for one month. As of now, I have NO WAY of getting this service cancelled because I cannot contact them via Website or phone.

Desired Settlement: I am willing to forego the $700 for the stolen phone! I want my money refunded back to the service date of 07/2013, since no coverage was afforded under this warranty contract, i.e., I am unable to file a claim as the company simply cannot be reached. In further, these charges are to be IMMEDIATELY stopped being charged to my credit card.

Consumer Response: Better Business Bureau:

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

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

10/16/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased GWG warranty when I purchased my phone from ****** ********** in Calgary, for $140.00, for lost, stolen or damaged. Last June I contacted GWG they said no problem send old phone back to them and I had to give them a deductible of $75.00 which was charged to my credit card, they said they would send a replacement phone after they received my old phone, I tracked my phone and they indeed received it, after 3 weeks with no luck I contacted them and they said they did not have a replacement phone but instead would send a $520.00 cheque right away. Originally they wanted to charge my credit card $620.00 and they would send out a phone right away, thank goodness I did not do that. After I spoke to someone at GWG they confirmed that they received my phone even though the track a claim site said they still didn't receive it, they told me to continue to track it which I did every couple days but no new entry was ever entered, then one day I could no longer track as the site was no longer there. All postings from others said they exact thing happened to them. I spoke with Rogers and said to send a complaint to BBB. Here's hoping you can do something for me. I still do not have a phone as I am obviously still paying for one I don't have and can't afford to purchase another one or even pay another monthly charge. I learned my lesson never to get extended warranties or insurance on cell phones, what a scam this company is or was.

Desired Settlement: what ever you can do for me, hoping for my deductible of $75.00 and $520.00 at least. even though my phone to replace is $699.00 Blackberry Z10.

Consumer Response: Better Business Bureau:

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

Sincerely,

***** ******

10/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased warranty with contract of phone. Dropped phone screen broke so I put a claim through Global warranty group July ****. They gave me a claim tracking number. The woman said I would receive replacement phone within 4 business days. Called a few days later said no phones would send a cheque ($550) to replace phone on my own. There was a charge added to my credit card within 24 hours for $99 however I have not received a cheque or replacement phone. The phone number is currently out of service for global warranty group. Product_Or_Service: Other /Samsung Galaxy S3/ Account_Number: ###-###-####

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) I would like the $550 as promised. The original fee was paid as was the deductible.

Consumer Response: Better Business Bureau:

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

Sincerely,

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

10/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have attempted numerous times to contact Global Warranty Group (###-###-####) to get a new phone since I lost mine and have been unable to get a live person on the phone. First their phone was disconnected, and now an automated message says I have reached ********, ****** ************* for the wireless protection plan, but no one will come to the phone. Thankfully, I have a replacement phone but I honestly want to be removed from this alleged insurance company as I have read online that this is a scam. I am still making my monthly payments but I want out.

Desired Settlement: Initially I needed my replacement phone but with many people not receiving their phones or refunds, I no longer want to be insured by GWG. I no longer want to pay them for a service they cannot provide. Please help me resolve this.

10/6/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I procured an Iphone5S with a Global Warranty Group Insurance through ******* September 2013. On ** May 2014, I called to file a claim for my broken cell phone. I was sent a shipping label to return the cell phone to Global Warranty Group. Which I did. On ** June 2014, my Broken cell phone claim was approved and completed. My credit card was processed on 6/*/2014 and a charge of $179.00 was placed on your credit card from Global Warranty Group. I was told I would receive shipment and tracking information for the cell phone. This was not received. I called after a week and was told that there was no Iphone5s in stock and so I would receive a check for $650 dollars. I also contacted ******* to have them work with Global Warranty group when I discovered that this was a common issue since they had sold me this product. We requested that Global Warranty provide the check to ******* so we could have the phone upfront and ******* deal with Global Warranty. ******* rejected this solution. After multiple phone calls and escalation requests, I was finally notified by *****, and escalation representative (who by the way seems to do all the escalation claims for GWG based on internet searches) ** June 2014, that all processing steps have been completed with my claim and we are now waiting for accounting to issue your check. We are working to obtain the status/ETA on your check. When it has been confirmed that your check has been issued you will be provided a check # and the date. As of ** September 2014, no check has been sent, no ETA has been provided, no check number has been issued...AND the company can no longer be reached!!!!! According to internet searches they have gone bankrupt?? It has been 5 months and this company has received 179 for a deductible in addition to 200 dollars upfront costs to purchase the warranty and I still do not have a check or replacement phone!

Desired Settlement: I want to be refunded for the 179 dollar deductible and provided with the 650 dollar promised check to buy a replacement phone....I have spent 379 dollars for no services that are guaranteed under this warranty! This is ridiculous scam, ******* and Global Warranty Group should be ashamed of themselves for bait and switch services!!! Total Refund requested $829 USD.

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

Complaint: I purchased a 2 year warranty plan with my 3 year contract at a third party rogers company called ******* (Rogers has since bought out *******) in ** ****** in Calgary Alberta. The warranty plan was through Global warranty Group. My phone's hard drive died shortly after one year. I attempted to go through the GWG warranty process. I sent back the broken phone and was told that they would send me a cheque for the value of an iPhone 5. I paid a deductible of $179. I waited 9 months and NOTHING happened. When Rogers bought out ******* they made good on getting me a phone but I'm still out the deductible that I paid to a company that has given me absolutely nothing! My Claim number with the Global Warranty Group is ********** * ******. Account_Number: ###-###-####

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) The Global Warranty Group refunded $79 to compensate for their complete lack of service. They still have $100 that I paid to them for services that they were unable to fulfill. I require that $100 that I paid to the Global Warranty Group to be refunded to me.

10/6/2014 Delivery Issues | Read Complaint Details
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Complaint: The Global Warranty Group was supposed to send me a replacement phone for $95. I payed the $95 and they told me they didn't have the correct phone in stock so they would send me a cheque for $550 instead. It's been several weeks now and I have still not received the cheque.

Desired Settlement: I would like the GWG to send me the money they were supposed to weeks ago.

10/6/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought insurance for my phone that I also bought from negrielectronics.com which is covered by Global Warranty Group. On 4/**/2014 Global Warranty Group processed a claim for me and charged my credit card 75$ on 4/**/2014 as part of the deductible, as well as my device(Galaxy S3 Smartphone) that I had to ship to them. I was supposed to get a check in the mail for $400 because my phone was not in stock and I could not receive a replacement. Today is September *** and it has been almost 5 months and I have not received any check. Global Warranty Group deducted the 75$ from my Credit card right away, stole my smartphone, and left me hanging for 5 months so far. I have contacted them numerous times and I always get the response of "I have escalated your issue ... " etc.

Desired Settlement: I would like to receive the $400 settlement that Global Warranty Group promised for my broken phone.

10/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I insured my cell phone with this company. When I filed a claim for my phone because it was not working, the company could not send me a new one. Instead, I was offered a $450,- check, so I can buy a new one. The file was claimed in May 2014. Since then, I called numerous times regarding the claim status, since I have not received the check so far. Currently, I am unable to reach the claims department at all, and I am still waiting for the promised check.

Desired Settlement: Send me the money.

10/3/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: In February 2014, I filed a claim because my Samsung Galaxy S3 was stolen (*****************). GWG told me over the phone that they were unable to replace my phone because they did not have any S3s. So they offered to send me a cheque for $578.00. I agreed to receiving the cheque in place of a replacement phone. It is now September 2014 and I have yet to receive the money. I received an email from GWG Customer Service in May stating they were still processing the claim and their apologizes for the delay. I spoke with a ***** on the phone at length, she assured me that I would get my money but she didn't know how long it would take. Now, when I attempt to call the company it ALWAYS disconnects me.

Desired Settlement: I would like the cheque for 578.00 that I was granted over 6 months ago.

10/3/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: We purchased Global Warranty Group wireless protection 2 year plan for our two new Samsung Galaxy 3 Cell phones in April of 2013 for $99 each, a total of $198+tax. On July *** 2014, I, ******* ****** *******, called to put in a claim for my shattered screen phone. I agreed to put a $300 hold on my husbands credit card and to charge the $90 deductible for the new phone and so they would ship out the new replacement phone and I would not be without a phone for the time being. The phone did not arrive in time before we left on our vacation on July ***, 2014 due to the holiday. I also had not received a return postage email so I could send the old phone back at that time. Once home on July ****, 2014 I unpacked the phone to find to find that they sent a generic battery along with it which was the first red flag of poor quality. I then waited a few days because I was nervous about how this new replacement phone would act before I sent in my perfectly fine phone excluding the shattered screen. I had made sure to ask how long do I have to send my old phone in and I was told by on the phone 30 days. After a week the new replacement phone started to freeze and the screen quality seemed to diminish and the pigment became lighter and lighter until half the phone's screen turned into lines and distortion. I couldn't even use the phone as it solely relies on the screen to operate the phone. I then try calling the exactly number I called before and I get through with no problem and I told the representative what happened and she apologized and said she asked for a new email due to some times their emails get blocked from msn.com emails. I had never had issues not receiving emails before to my email and also seen this as a minor red flag. I then ask her to resend the return label and she instructs me to send back the new distorted phone and that I would receive a new replacement in 3-5 days. I get the return label this time and print it out and I packaged up the old phone and ship it back. I am now still here with my original shattered screen phone waiting for another replacement. I wait over 10 days thinking it is just probably taking a bit longer. I finally call and I cannot get through to anyone. Every attempt to call I get a busy signal. I attempted to call well over a dozen times to both the number on their return label I took down on the box that the replacement phone came it and the original phone line I called to put the claim in. I felt as if they put me on a "Do not answer" list. I decided to file this complaint based on the dissatisfaction I have with this company. I have been given the run around and I am demanding my FULL money back based on I did not receive the services I paid for. They have not sent me a replacement phone. I had to file a fraudulent claim with my bank due to this company never refunding me my $300 hold on my husbands card in which I found out was $301 dollars exactly charged. This company is a very shady and seems to be running a scam for a business. My husband is currently deployed and I have full Power of Attorney to discuss and dispute any charges need be. Thanks you for taking the time to file my complaint. I hope to hear back and with some results in the near future. Respectfully, ****** and ******* ** *******

Desired Settlement: I decided to file this complaint based on the dissatisfaction I have with this company. I have been given the run around and I am demanding my FULL $198+tax back based on I did not receive the services I paid for. They have not sent me a replacement phone. I had to file a fraudulent claim with my bank due to this company never refunding me my $300 hold on my husbands card in which I found out was $301 dollars exactly charged. This company is a very dishonest and seems to be running a scam for a business. My husband is currently deployed and I have full Power of Attorney to discuss and dispute any charges need be. Thanks you for taking the time to file my complaint. I hope to hear back and with some results in the near future. Respectfully, ****** and ******* ** *******

10/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On February ****, 2014 I lost my iPhone. I had an insurance policy with the Global Warranty Group to cover loss and/or damage. On February **** I placed a claim for a new phone, going so far as to purchasing a low grade substitute phone for $50 while I waited for the replacement. I was charged a $179 deductible. On February **** I received the following email: "Dear ****** *******, Thank you for choosing The Wireless Protection Program. We are pleased to inform you the deductible for your Lost cell phone claim has been approved and completed. Your credit card was processed on 2/**/2014 and a charge of $179.00 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." After about a month I followed up with a phone call, as I had not received any follow up emails. The representative I spoke to said the phone was no longer in production and that Global Warranty Group would be issuing me a check for $650. In subsequent phone calls, of which there were atleast 5, between March and May, each representative could not give me any information beyond the fact that the check was in process. All they could do was sent a request to the accounting department for status updates. However, I did not receive any updates. In July, after a very thorough phone conversation, I received the following email: "Dear Global Warranty Customer, We appreciate your patience; we apologize for the delay in getting your check to you. Your business is important to us; let us explain why there has been a delay in getting you your check. We realize that not all our customers have iPhones, but Apple stopped making the iPhone 5 last year. We were not prepared for this; we are in the business of sending phones to our customers and not checks. We are offering checks on a daily basis and at this time our accounting department is overwhelmed with processing these checks. We guarantee you that you will receive your check however at this time we do not have an ETA. We are having checks mailed on a daily basis and we are working hard to get these checks processed for our customers. We have submitted a request to our accounting department to get the status of your check. Thank you ***** ****** | Escalation Representative *** ****** ******* **** * *** ****** *** **** ***** ************ | fax ************ This email is intended only for the person(s) to whom it is addressed and/or otherwise authorized personnel. The information contained herein and attached is confidential and the property of Global Warranty Group, LLC. If you are not the intended recipient, please be advised that viewing this message and any attachments, as well as copying, forwarding, printing, and disseminating any information related to this email is prohibited, and that you should not take any action based on the content of this email and/or its attachments. If you received this message in error, please contact the sender and destroy all copies of this email and any attachment. Global Warranty Group, LLC accepts no liability for any damage caused by any virus transmitted by or contained in this email and attachments. No liability is accepted for any consequences arising from this email." As of today, September ***, nearly 7 months after my claim was submitted, I have not received my check for $650 or even any updated information via email or phone. Upon investigating this company, it appears to have happened to many of their clients.

Desired Settlement: All I am looking for is the $650 check that I was promised 6 months ago.

10/2/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I contacted global warranty at first in November of 2013 to inform them phone was broke it is now sept 2014..Sent my phone as they asked they informed me they couldnt give me same phone back.Was told i could purchase any phone even though my contract not up unfortunatelly had to pay full retail because of that fact. was told they would send me a check to reimbure for 570 something. i have made several several calls all being told i was going to recieve the check soon. i have no idea what to do they have my phone and my money now. nobody has ever helped and everybody has promised to the number i have now rings and goes through evtensions only to have number drop out cant even contact them anymore.thats why im here.

Desired Settlement: i want to be paid the money owed to me in full.

9/30/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: It 's about an insurance warranty to my phone. I paid $120.00 for a 2year warranty to my phone. A year after the phone was lost, I submitted a Police report and all documents requested and paid a co payment of $75.00. Global warranty could not replace the same phone so they agreed to refund me $400.00 which is less than the amount I paid for the phone but i agreed to take it anyway because I was desperate fora new phone. All this happened on June *** 2014. Till date , Sept ***, ie 3 months after, they have refused to answer my calls and my e mails.I am very angry and frustrated.

Desired Settlement: $400.00

9/26/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I CONTACTED TEH COMPANY BACK IN MAY 2014 AS MY CELL PHONE WASNT WORKING. THEY ADVISED A CLAIM HAD TO BE OPENED AND STARTED WHICH IS WAS ON THE **** OF MAY, 2014. THEY PROCEEDED TO CHARGE MY CREDIT CARD 95.00 AND THEN 381.00, I HAD RETURNED TO THEM MY CELL PHONE AS THEY SAID IT WAS PRACTICE AND A NEW ONE WOULD BE SENT OUT TO ME. AFTER 4 WEEKS OF NO REPLYT I CONTACTED THEM AGAIN AND WAS TOLD THAT THE PHONE WASNT AVAILABLE I WOULD GET A REFUND FOR THE ABOVE CHARGES AND THAT THE CHEQUE FOR THE PHONE VALUE OF 400.00 WOULD BE SENT OUT TO ME. TO DATE I HAVE NOT RECEIVED THE FUNDS OR MY CELL PHONE BACK AND I HAVE CONTATED THEM SEVERAL TIMES IN SERVERAL DIFFERENT WAYS AND I HAVE NOT GOTTEN A REPLY. I AM OUT ALOT OF MONEY AND THE CELL PHONE DUE TO THIS COMPANY BEING IN BREACH OF CONTRACT

Desired Settlement: MY RETURN OF FUND AND THE CHEQUE FOR $400.00 THAT I SHOULD HAVE RECEIVED ALREADY.

9/26/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I purchased my samsung galaxy note 3 from a ***** *** authorized dealer, for insurance i had to pay a one time 178 dollar fee if i lose my phone crack it wet it whatever happens i call this global warranty and have it switched. I cannot get in contact with the company for more than a month. I looked up reviews on your site and many people have complained about this company

Desired Settlement: I would like a full refund, the replacement phone its a ******* note 3 white

9/26/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Returned a Haier Wireless 9" Android Tablet with a drop/spill contract and they will not answer, replace or repair tablet. Items sent insured US Mail on May **, 2014 and delivered May ** to their company. I have tried over and over to called them but calls are routed to an extension that has been busy for weeks.

Desired Settlement: Replace or Cash value $131.95

9/26/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I couldn't able to file a claim as the customer service number is no longer valid and all other contact numbers & email id's provided are not responding to my request.

Desired Settlement: want to claim for an I pad 16 gb wifi and need it delivered asap or refund my amount paid for the insurance

9/26/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: In May of 2014, I sent in a defective and damaged phone along with payment in full that they required for their deductible to Global Warranty Group, LLC. They stated that once they received the phone that they would send me a refurbished phone of the same make and model as a replacement. Global Warranty Group later claimed that the OEM is out of stock of that specific make and model. I asked for a check for the price I paid for the phone since Global Warranty claimed that it was no longer available. Global Warranty Group said they would not pay me what I had to pay for the phone, but instead would only send me a check for what the phone sells for now. First they stated they would send a check for approximately $100.00 less than the current advertised price. While in conversation with their phone reps, I had to guide the rep to the correct model of phone and price on ****'s website to show that their amount was incorrect. The rep agreed on the higher amount and stated that they would pass the information on to the next level of customer service and that they would get back to me. They never have contacted me in any way since then. The business phone number that I have always contacted them on has been disconnected. Their e-mail links do not work. I have no way of communicating with them and they are not communicating with me to resolve this issue.

Desired Settlement: If I cannot get a refurbished phone of the exact make and model that I had in my possession, then I want a check for the full amount that I bought the phone for when it was new. I am willing to compromise and accept payment for the current price of that make and model on the **** website. which would be approximately $100.00 less than what I originally paid. I will not accept anything less.

9/26/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I have been calling this company since February -2014. Filed a claim end of February and 2 days later they told me they didn't have a replacement phone so they would send me a check instead.I sent my phone in and it's been 6 months since the claim was placed , haven't gotten a check yet to this date .I called them multiple times but all they say is your check is still processing , it will be sent out and someone will contact me in 48 hours.I have been told this over 8 times . I again, tried to call August ** 2014 , to where I'm fed up and I can't even get through , I just get a busy signal when it prompts me to current claims. I need my money , this company is a fraud that force people to have to stress about getting their money and take additional steps to get money !

Desired Settlement: My check that was promised February ** 2014.

9/26/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I filed a claim for a lost phone with GWG and provided police report details to substantiate my claim. After paying the deductible of $179, GWG told me that the phone I want is out of stock; however, I was assured I will be sent a check in the amount of $700 to cover the cost of a new phone. I never received a check. I am encountering difficulty in getting a response from the company about the status of my claim.

Desired Settlement: A check in the amount of $700 as per the insurance contract.

9/25/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Claim was made for my cell phone insurance on May ***, 2014. It is now September ***, 2014 and the check for the claim has yet to be sent out, phones give the busy tone all day and have yet to receive a call back. I filed my claim 5/*/2014 while I paid my premium of $100 to have my phone replaced. My defective phone was shipped 5/**/2014 following a phone call in which I was told there was no longer a vendor sending my model phone, and was offered to have a check sent out in a matter of weeks for the retail value of the phone which was to be made in the sum of $400. I have called every other week since the claim was made, each time I have been assured the accounting department is so backed up, they could not approve and send out a single check. I would continue to call, being given the same answer until July ****, when I received an escalation email stating my claim had been processed, and that we were waiting for accounting to issue a check. Since receiving this email, the phone lines have had a busy tone every time I call.

Desired Settlement: I would like the $400 check I was meant to receive as part of the service I was offered through GWG.

9/25/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I have purchase an Insurance for my Iphone-4S 16 GB from Ensquared insurance which is under Global Warranty group and I filed a claim in August 2013, from then they are saying they are processing my case. Since then they are saying they are processing my claim usually the max time limit is with in 90 days but it is more than a year now, whenever I gave them a call they are saying they doesn't have any info regarding the process of claim and they are saying somebody from thier escalation department will contact me providing an updates on my claim. But i never received a call from their escalation department and customer service is just avoiding it by saying they don't have their contact number. I have called them a numerous times but every time same reply from them. I don't know what to do and I'm really fed up with this. They need to pay me a $600 cheque according to contract. Ifsomebody can help me in this issue I'm greatly thankful to them Thanks

Desired Settlement: I'm assuming that somebody will resolve me this isuue ASAP because its more than year now and I'm expecting you guys can help me in getting back my check

9/25/2014 Delivery Issues | Read Complaint Details
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Complaint: I filed a claim for a lost phone on 06/**/14. I paid for the deductible on 06/**/14 ($75). The claim was approved, claim file# ****************** They told me on 06/**/14 that my phone was out of stock and that my claim was approved for a $600.00 check. Since then I have made multiple phone calls where initially they told me that my check just needed Corporate approval. Recently when I called their number ###-###-####, its all answering machines and it tells you that the mailbox is full so I am not even able to leave messages. I have also emailed the following people about this issue: ***** ****** (******** ********** ******* at GWG). I have also left her voicemail messages but no aswers yet. I have gone beyond the Global Warranty Group and tried to reach the underwriter ***** directly. I have emailed **** ********* (******** ** ****** ********). I emailed her 2 weeks ago, she replied to me saying that she was forwarding my claim# to the claims department. After that I have tried to reach her again to follow up on the claim but no response. I have also emailed ******* **** ***** ********* Warranty Products ***** Indemnity and Liability Company but no response from him.' At this point it has been over 10 weeks (2 and half months) since they told me that they were mailing me a $600.00 check for my approved claim and I have not receieved anything yet.

Desired Settlement: I need the $600.00 from the phone claim that according to them it was already approved so that I can buy a new phone. That is why I bought insurance in the first place for a situation like this (lost my phone and now I need it replaced). I think to wait over 10 weeks for it is a little too much and now I can't even reach them anymore.

9/25/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I purchased IPhone 5 with lost or Damage warranty service by Global Warranty Group. I lost my phone on April ****, 2014 and I reported on **** April and I paid $169 on that day. Since IPhone 5 is discontinue they will send me $650 cheque instead. So I am waiting for $650 cheque for over 5 months. I have called many time to find out when I will receive my money or phone but they are saying they are processing and they don't know when I will receive. Infect I had pay $169 to lost my phone and i am not getting any service. I have lost so much time and my effort on this.

Desired Settlement: I need $819 ($650 + $169) and I am claiming $1000 for lost time and business.

9/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I initially purchased a wireless phone protection plan from ******** ********* on 7/*/2013 for a two year protection plan that ended 7/*/2015. This plan charged my credit card a onetime payment of $99.99 About March of 2014 I contacted ******** to file a claim for broken phone screen as well as phone not holding a complete charging issue. A replacement phone was to be sent out for exchange this never happened. After repeated calls I was then told to send in broken phone to speed up claim process, for which I did. I was also told that the company wanted to offer me a check for the replacement of said broken phone. I accepted the buyout payment option and I paid the $75 deductible on 4/**/14 The broken phone was sent back shortly after the deductible was paid, and now I have no phone, nor the $600 phone replacement check as promised,

9/25/2014 Problems with Product/Service | Read Complaint Details
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Complaint: It is so unfortunate and frustrating as I claimed for iphone 4s, and the customer care agents promised to deliver a check worth 600$ in 60 days But it almost 11 months but no response. I am calling almost every week since 11 months but no use. And 2 months back they emailed saying still in processing, but it turned to a false promise.I also tried calling your phone no but busy all the time. "Finally, from you I am expecting a conformation date for my check delivery" Please respond to this issue asap. Thank you for your concern for customers!

Desired Settlement: Please respond to the issue and deliver my check as soon as possiable.

9/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: DesiredSettlementID: Refund I want my $481 return to my Visa from GWG

9/25/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased the extended warranty from ****** in ********* *** ****** when I went to renew my cell phone contract and purchase a new phone on May *, 2013. The brochure, as well as the seller, that my phone will be covered and/or replaced in the event that it went missing or broke. I paid $119.99 at the time for the extra coverage. Sometime in March **, 2014 my phone went missing. Having looked in every possible location in hopes of finding it, I had no choice but to make a call into the Wireless Protection Program by GWG Warranty Canada, Limited. I was told that in order to file a claim I required a police report and to call back with the report number and they would process my claim with about $95 (I can't be sure what the exact amount was at this point in time but can find it if needed). After about a week, I had to call them at ###-###-#### and inquire into my claim. They told me my phone was not available to replace and that they will be sending me a cheque amounting to $600 in order to cover the replacement. Fantastic! I was happy with that as I was using a phone on the verge of breaking and needed a new one quick. Between the day I made my claim until now I have made several inquiries as to where my cheque is so I can purchase a new phone. I kept being told that my cheque is written up and waiting to be mailed to me, and that my claim has been bumped up to a more severe status. It has been about 7 months since my initial claim in which my cheque has been written but is waiting to be mailed, which is ridiculous. I did some research and noticed that I have not been the only one experiencing this exact situation and I am at a loss on what to do next. I'm wandering how a business such as this is able to run in Canada and the US.

Desired Settlement: I would like the $600 check that they promised me and claim to have written up, but have not been able to mail.

9/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased this insurance a month or so ago and they have deducted payments. Today I called 8/**/14 at 9:12 am PST and all the calls are being disconnected. If this business is no longer in service why did they deduct money from my account? I need a cell phone that's why I bought this policy, or I need a full refund for the amount taken. Also if they are out of business I would like to cancel any further Debit charges from them in the future because this is so unprofessional. I would like to be refunded ASAP because I do need to purchase a different Ins. since I still need a phone still.

Desired Settlement: 6.99 x2 8/**/14 = 13.98 21.99 x2 7/**/14= 43.98 TOTAL OWED TO ME= 57.96

9/25/2014 Delivery Issues | Read Complaint Details
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Complaint: My claim was received for a new IPhone 5 on February ****. I was charged $179.00 at this point. I was later told they no longer had the IPhone 5 in stock. I opted to receive a check for the retail value. I have repeatedly spoke to the company about the status of my check to no avail. It is not August **** and the Phone number and website are not working.

Desired Settlement: I would to receive the check owed to me for the full retail value of the IPhone 5, $550.00.

9/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Bought iPhone 5 at local ******* ******** store and purchased 2yr wireless protection program from Global Warranty Group, LLC on 3/*.2013 for $150. Phone stopped working in June, 2014. Contacted GWG via toll free number (###-###-####). Opened claim #***************** and sent the phone (with battery and charger) in July with the shipping label provided by GWG per their instructions. Confirmed that phone had been received and $179 deductible for replacement phone was paid on 8/*/2014.

Desired Settlement: Refund the original $150 and the $179 deductible for a total of $329 and return the phone (with battery and charger) or send a replacement phone that at least meets the minimum requirements as stated in the original contract.

9/25/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I purchased a phone insurance plan from an insurance company called ********** ********* went out of business, but I was informed that all policies which were sold by ********* are underwritten by ***** ********* and ********* ******* and all claims are under the responsibility of Global Warranty Group. Upon calling Global Warranty Group to confirm this information in May 2014, they confirmed that they are indeed responsible for all insurance plans sold by ********** However, now Global Warranty Group and ***** ********* and ********* ******* are both refusing to answer their phones and to reply to any emails sent to them. I have tried every customer service phone number as well as all individual extensions at these companies and no one will answer their phone nor return any messages left for them regarding my phone insurance plan. They have clearly demonstrated that they have no plan to honor my insurance plan.

Desired Settlement: I would like them to repair and/or replace my phone as is required under the insurance plan that I have with them.

9/25/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased this warranty through Rogers Wireless for $109.99+tax. I paid the $95 ded. in March to have my phone replaced, now Aug and no phone or $. I purchased this GWG protection plan for my Blackberry Z10 through Rogers Wireless In Feb 2013. this gave me an extra 2 years warranty. In March 2014, I contacted GWG Protection Group to have my phone replaced as it is not working properly. I was told that the Blackberry Z10 was no longer available so they would send me a cheque for $523.00 to replace my phone. My complaint, at the time, was the phone is $649.99 to replace. They "escalated" my complaint many times with the promise of contacting me within 48 hours each time I complained. No one ever contacted me. I had to contact them each time. Then, they asked that I pay the $95 deductible up front as well as a refundable $381 to ensure that I returned my broken phone. Finally, in May, I emailed ***** ***** complaining that not only did I pay $109.99 for the warranty, but I am now out $95 for a deductible and $381 until they receive my phone. they now have $586 of MY money. I could have purchased a new phone on my own by now. She did refund me my $381, but I still have not received my cheque for $523 to replace my device, nor have I received any update and my emails are no longer answered. This is now August **/2014.

Desired Settlement: I am seeking my $109.99 + $95 refund for the purchase of the warranty and/or my cheque for $523 which which was promised to me back in March 2014.

9/25/2014 Problems with Product/Service | Read Complaint Details
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Complaint: No refund after company could not replace my current cell phone. March **, 2014 I broke my phone.broken phone was returned as per their directions and the company could not replace my current phone as the manufacturer could not supply. Since there was no phone they were going to send me a cheque for $600. Still have not seen it. Tried to contact company and there is no person answering phones just voice service that hangs up on you when you select an option.

Desired Settlement: Pay me the $600 that I am owed.

9/25/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I purchased insurance through a ******* retail store in April 2013, and have been making monthly payments automatically through my credit card since. My phone was stolen on 8/**/14. Through conversation with the current workers in the store, the store changed ownership and no longer handles anything with the insurance claims. I tried multiple times to call Global Warranty Group and the line would get disconnected any time I selected the option for the wireless protection program, and all mail-boxes were full so I could not leave a message from any of the other options in their automated system. I had multiple ******* workers try to help as well to no resolve. I have continued to call the company every day since and have not been able to get someone on the phone once to start a claim.

Desired Settlement: I would like the costs (msrp+memory card) of a replacement phone for my stolen Samsung Galaxy S-5 ($650) to be refunded as well as all of my monthly payments for insurance (16 months * 6.99 = $111.84). I would also like written notice that no charges will further be attempted to be made to my account for monthly payments and that the contract is terminated in full.

9/25/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: global warranty charged me for a 2 separate claims of 2 different smart phones i purchased loss repair warranty and now require repair of 2 smart phones they charged me the deductible of $179 X 2 for a total of $358 and then charged me another $699.99 X 2 for a total of $1399.98 for the new phones. the deal was that global warranty was to send me 2 new phones and I was to send back the broken phones once I received the new phones. so they went ahead and charged the grand total of $1757.98 and i have not received the new I-phones as promised. So in fact I have been charged $500 for the original warranty coverage and the $1757.98 and have two broken phones. Claim numbers are ***************** and *****************.

Desired Settlement: would require a check to cover all costs so i can have my phones repaired or replaced

9/25/2014 Problems with Product/Service | Read Complaint Details
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Complaint: This company provides insurance for cell phones. I have two damaged phones which they have informed me are covered under my insurance policy. They are supposed to send me a replacement phone but have stated they don't have a replacement phone in stock for my phone model. Instead they offered me cheques in the amount of market value of the phones that are to be replaced. One cheque for $650 and the other cheque for $550. They charged a deductible to my credit card for each claim of $45 each. They then informed me that they would need to charge $350 per claim on my credit card as a holding fee. They said once I receive the cheques I am to mail them back the damaged phones and the $350 holding fee for each device would be given back to me once the phones were received by them. I am still waiting for cheques and I have been billed approximately $800 on my credit card, still accumulating interest for several months. It has been several months and several follow up calls later. Each time I call they tell me that my cheques are still being processed. I complain and tell them it shouldn't take several months to write a cheque and mail it. I ask to speak to a ******* and they tell me a ******* is not available to speak. Instead they tell me someone from retentions will call me back within 2-3 business days to discuss the status of my claim and put priority on it. I have requested a call from retentions about 3 or 4 times now and not once have I been called back and I am never allowed to speak with a ******* or ********** when I call. Since I started the claim I have been eagerly waiting for the cheques so I could replace my damaged phones. I could not wait for one of the phones and purchased a new one out right for total retail value of $791 including HST. I have spent over $1500 on this claims process and a replacement phone since January and have not received any cheques yet. In the meantime the fees on my credit card are accumulating interest and this company is not providing any help or doing what they claimed they would do.

Desired Settlement: Please mail me the cheques for the replacement costs of my phones and refund the $700+ being held on my credit card.

9/25/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I filed a claim back to 11/**/2013, and Global Warranty Group charged me on 11/**/2013, since Dec 2013, they kept telling me that they would send me the cheque, but until today, I still haven't received the cheque, I called many times, every time the representative told me that someone would call me back and send me the cheque, but no one calls me up to this moment, and their support phone number even out of service (###-###-#### / ###-###-####) Claim File Number is *****************

Desired Settlement: send me the check

9/25/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: On November **, 2013, I purchased an extended warranty for my daughter's new Nexus 5 SmartPhone. This warranty was purchased online from a company called ********* *********. The cost of the insurance was $99.99. The Order Number: ********. The period covered was 2 years. On May **, 2014, I received the following email from ********* *********: ----------------------------------------------------------------------------------------- Important Notice: How To File a Claim Dear ********* Customer, Due to circumstances beyond our control, ********* Device Insurance is no longer in business. Our supplier, Global Warranty Group terminated our agreement which has placed us in a position where was are unable to sell device insurance. The termination by our former supplier has resulted in ********* having to close our business. All polices which were sold by ********* are underwritten by ***** ********* and all claims are under the responsibility of Global Warranty Group. Since we are not available to assist you with sorting out claims and any issues around claims, we believe it is very important to point out the claims procedure and escalation path. ------------------------------------------------------------------------ The policy period was for 2 years and was to cover repairs or replacement of the phone. Several weeks ago, my daughter apprised me that the glass on her phone had become damaged. I advised her to contact Global Warranty as I was advised by ********* that Global would be handling any claims on their policies. She attempted to contact them and received no response whatsoever. I then attempted to contact, via email four different people at Global Warranty Group. This information was provided to me by *********. I sent email to: 1) ***** ******, ******** ********** ******* 2) ***** *******, **** ********* ** ********** 3) **** ******, ***** ********* ******* 4) ******* ** ****** *** That was Sunday. I have since received absolutely no reply from any of them.

Desired Settlement: When my daughter first apprised me of the lack of response from Global Warranty Group, I did some investigation and found this company has a very poor reputation. This was confirmed by the number of complaints I see listed on the BBB web site against Global Warranty Group. While I would prefer to get her phone repaired under the warranty I purchased, I have my doubts about Global Warranty Group ever fulfilling the contractual obligations. Hence, a refund in full would probably be the safest settlement of this complaint.

9/25/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Claim # ***************** Damaged Samsung Galaxy S3 Cell Phone On June ** 2014 I received acknowledgement that my claim was being processed and that a deductible of $95CAD had been taken from my credit card. I duly returned the damaged phone and the further deposit of $381 was returned to my credit card. I heard nothing via Trackaclaim so I called Global Warranty Group and was told they could not replace the cell phone and offered me a payment of $550CAD as an alternative which I accepted. On the basis of their promise I went ahead and replaced the phone at my expense, incurring early settlement penalties. No cheque was forthcoming, so I called three times to be told it was being processed. I checked on Trackaclaim and it states item shipped on July **** and the claim is closed. I have not received any payment. When I call the toll free number ###-###-#### it is now disconnected. I have sent emails to; ***** ****** | ******** ********** ******* | phone: ###-###-#### ******************************* ***** ******* |**** ********* ** ********** | ###-###-#### ******************************** **** ****** | ***** ********* ******r |###-###-#### ******************************* ****** ** ******** | ***** ********* ******* ###-###-#### ********************************* ******* ** ***** | *** ###-###-#### Ext. **** ****************************** and have received no replies.

Desired Settlement: This company took my $95 deductible. They also have my property, one Samsung Galaxy S3. They have failed to honour their settlement. I am out of pocket $95CAD deductible and $395CAD early settlement of damaged cell phone. I would like this company to honour their obligation immediately.

9/25/2014 Problems with Product/Service | Read Complaint Details
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Complaint: On March *, 2014, my husband filed a claim with GWG as his Blackberry had malfunctioned. He was told that he needed to pay $100 deductible plus $281 until he sends his old phone back and that a new phone would be shipped out to him. A few days later, he was told that he would not be receiving a new phone but a $700 cheque instead and he would have to purchase a new phone. We have not received a check and this is 5 months later. Originally we were continually told that our claim would be "expedited". Numerous calls to the company have resulted in no action. Calls made recently are disconnected when you try to get through to a service representative. We have not received a cheque for the new phone and paid the $381 back in March for which we did not receive anything for.

Desired Settlement: We would like our $381 back at least as we did not receive the service promised. We still had to cover the cost of a new phone as they did not send the check as promised.

9/25/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I filed my insurance claim on the **** of May for my iPhone. I was told that I could have a replacement phone within a week if I gave my credit card details to pay the $170 deductible and allowed them to put a hold on my card for $650 until I sent away my broken phone. I agreed and awaited the arrival of the new phone. Two weeks later I heard nothing and called, only to be told that they had no iPhone 5's available, and would I accept a cheque for $750 instead. I agreed to this, and proceeded to send them my broken phone. They removed the hold on my card when the phone was received, and when I called acknowledged that they had it. That was mid June. I have yet to receive anything from them. I escalated the claim by contacting ***** ****** - ******** ********** ******* | phone: ###-###-#### ******************************* at the beginning of July and received a response saying that they were waiting for accounting to issue a check and that I would be updated on their progress. I have heard nothing since. Any phone calls made are answered by clueless customer service people who say the accounting department will call me back. I have been without an iPhone for nearly three months now and I find this unacceptable. If I knew this was going to happen I would never have gotten involved with them in the first place.

Desired Settlement: I would like the cheque I am owed as soon as possible, as well as an apology for the terrible service I have received and compensation for the time I have wasted contacting them, and the money I spent getting a phone to use while waiting for them to act.

9/25/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I have called GWG 4 times to replace my cracked cell phone as per the insurance policy. The first time was on Monday and they said they were transitioning companies and that they had no way of proving I had coverage so I would receive a call to let us know the status. No call. I called Wednesday and said they were still working on it and they would give me a call back the next day. They did not. They kept telling me I would get a new phone in 3-5 days. I called Saturday and they said I could pick up a new phone at ** *** ******** instead of waiting for one in the mail. When my girlfriend and I got there, ** *** ******** said they were not authorized to give us a phone but that they would call a rep and find out more info. We also had our ******* guy call GWG and all they kept saying was "We'll get back to you". I called again this past Monday and they said they will call me back between Wednesday or Friday. I am very sick of the run around. I paid $169.99 up front for insurance and they need to honor my insurance claim!

Desired Settlement: I want a new iphone-5c and an apology within 2 business days!

9/25/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased a insurance policy for my phone a Samsung Galaxy S3. My phone was stolen in Feb **** 2014. I immediately reported it to Global Warranty and later the same week provided the police report number. I was initially told i would receive a replacement phone. My credit card was charged the $150 deductible. However, when i called to follow up later that same week, I was told that my phone was out of stock and I would receive a check for $450. I have still not received my check. I followed up with Global Warranty numerous time about the status of my check, including the following dates: March **** and April **. I have been told that my case was escalated, however, i still have not received my check. The last contact I had from Global warranty was an email data May **, from ***** ***** of Global Warranty stating that my case had been escalated to accounting

Desired Settlement: I would like my $450 claim check and my $150 deductible refunded.

9/25/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased their cell phone insurance plan and they have not dealt with my claim in a satisfactory manner. Product_Or_Service: Apple /5/6 G Super Plan Account_Number: ###-###-####

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) I would like to receive my 750.00 cheque that they said they were sending me. When I started the claim they were supposed to send me a new phone and they didn't. When I called to inquire as to why I hadn't receive my phone yet they told me they didn't have a phone to send me. They then offered me a cheque for 750.00 instead. That phone call happened on July ****.

9/25/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Sir/ Ma'am, GWG is not responding and contacts are out of reach. I have insurance policy with GWG after ********* merge or business transfer to Global Warranty Group. I expect $600 check from GWG after the company cannot provide replacement phone, i.e. HTC ONE. So, GWG rep offered me a check of $600, and I accept. I send my defected HTC ONE, and it has been delivered to GWG as compnay policy state. Unfortunately, I haven't get my check yet, and I already bought another HTC ONE worth of $800. GWG made excuses that check will be delay and they are working. It has been three weeks; GWG customer service number is not working and website is down. If I am not getting refund or check since two months. My Info. as recorded in GWG for my detail ****** ******** email: ***************

Desired Settlement: GWG should refund customers' check as promised, and responsible to switch phone insurance to other insurance if they are no longer in the business or refund the investment of customer.

9/25/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: My wife and I bought Galaxy S4 phones from ******** ********* in *** ******* ** on May *, 2013. They sold us cell phone insurance and everything seemed fine. My wife dropped her phone while on a walk and broke the screen. We filed an insurance claim with ** ******** as we THOUGHT we had insurance through ** ********. We waited for the next step to happen and to our dismay we received a letter in the mail on June **, 2014 (roughly five days later) telling us that according to ** ******** we do not have insurance on my wife's phone. So at this point I was quite mad as I've been paying a monthly fee for insurance to who knows who. I called the place we bought the phones from and I was told that at that time they were selling people insurance through Global Warranty Group and they have since changed to only sell insurance through ** ********. The salesman kindly gave me the ###-###-#### number to file my claim with them as he is not able to help me. So I promptly called the number I was given and started a claim. The person I spoke to on the phone was very nice and seemed to genuinely care about the ordeal my wife was in as her phone was barely usable as she had been getting glass splinters in her fingers from the little use she dared use it. I was told that in order to start the claim process they needed my deductible of $75 up front, which made sense, so I gladly gave them my credit card number and she told me that a new phone will be shipped out within 2 business days and it would be shipped overnight. So we patiently waited a week before calling back for a status as we had not received anything yet. When I called I was told that the phone was on back order as of June **, 2014 and that I should've been contacted. I informed them that it has been a week and I had not been contacted. They verified my phone number and told me that they were sorry for the miss communication and that a phone would be shipped out as soon as they came in stock again. I called back about three days later expecting a large company would not have to wait all that long for a Galaxy S4 to be restocked as most stores have them readily available... I was wrong. I was told that they still do not have a date for when the phones would be in stock again. I was upset but I calmly hung up the phone. I called back four days later and I got the same story but this time I was told that all of their contracted warehouses were empty, they didn't have any Galaxy S4s either. I asked them to have someone call me about getting compensation or getting a comparable phone as a replacement. They kindly said they would put a note on my file and that someone would call me back within 48 hours. I asked to speak to a ******* or someone above the call center worker in an effort to get more information on when a phone would be shipped, available compensation(s) or comparable phones. I was told that there weren't any managers or anyone above him. I got the same stories every time I called; unknown ETA on restocking of the Galaxy S4, the phone will ship in two business days, someone will call you to give you alternate comparable phones, someone will call you with a compensation deal... I NEVER once received a phone call from anyone in this company. As of Aug. **, 2014, when I call ###-###-#### I get the "beep, beep, beep..." sound like the phone has been disconnected or left off the hook. When I try their local number ###-###-####, I get to the automated phone attendant but every option possible to choose has a full mailbox and rings back to another number, creating an endless loop.

Desired Settlement: I would like the phone that I was promised, Galaxy S4, via the contract conditions, the monthly payment I've been paying since May 2013 and the $75 deductible I paid to start the claim process. If that is not possible then I would like a check for the full replacement amount of the phone so I can get my wife a new phone that will not give her glass splinters in her fingers.

9/25/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I sent Global warranty group my phone and they received it March ** , 2014. My phone was discontinued so they could not replace it. I agreed to receive a check for $578.00 . I agreed to this amount on April *, 2014. I was told 5-7 business days. I was calling every week to see what was taking so long. I finally received an email June *, 2014 stating that my process of my claim was complete. A few weeks later I phone again.... The process was complete but the check has not been issued. Just this pass week I phone again... I can no longer reach the company, my cell phone dealer can no longer reach the company. I am very annoyed with this company. I just want my check and to never deal with them again. This company needs to find a better way of processes claims. It should not take five months to process a check when you have the damaged cell phone in your (global warranty group) hands. As of August **, 2014 I am still waiting on this check.

Desired Settlement: I would like my check.

9/25/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased the phone replacement insurance at my local Rogers phone dealer. I broke my phone, contacted GWS to file my claim on July *, 2014. They required a $95 deductable plus a fee of $381 that is to be returned to me once they receive my broken phone. Both of these charges were billed to my Credit Card. I was told my replacement phone would be shipped within 4 business days. I returned from vacation two weeks later no phone, checked tracking info and there was a notice for me to contact them, my phone was no longer available. I was told I would be mailed a cheque with in four business days in the amount of $550 that I could purchase a new phone with. My broken phone was no longer usable so with the knowledge a cheque would be arriving shortly I purchased a new phone on July ****. I was told to mail the broken phone in upon receipt of the cheque and purchase of new phone. I have 120 days to return the broken phone for the refund of the $381. The current status is that I have a broken phone, GWG is holding $381 until I return the broken phone and I have not received the $550 cheque. I have called several times a day and the phone rings busy. I contacted the ****** ***** where I purchased the broken phone and insurance plan, they forwarded a link to contact the BBB with my problem.

Desired Settlement: Prompt payment of the $550 for replacement phone and return of $381 that is being held until I return the broken phone. With lack of interaction from GWG I am hesitant to return the phone until contacted by them or receipt of the $550 cheque.

9/25/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I have had multiple issues with this wireless protection service provided by GWG. The first claim i made was for a stolen phone. I submited required documents (police report, etc) and after months of getting no service such as a new phone or reimbursement i took action and made a complaint with BBB. After doing so, they sent me a check with the name spelled wrong). Their insurance advertised said they would replace a phone within two days of claim being processed but stated their warehosue was out of the phone i had 9iphone 5s) and they would send me a chekc (after paying a $175) deductable. I now have an issue with my phone and need tro file another claim 9this is for two years long insurance) and i have been trying to call the number ###-###-#### ( i used this numbe last time to handle my problems) and no one answers and the phone line is not working. I went online to search for other numbers and this is the only one stated. It would not let me file a claim online as well. I emailed their representatatives (***** *****) and no reply. I am paying for a service that i am not getting and multiple people have wrote negative comments about this comapny and how they have similar situations. (literally over 100 instance son **** and complaint boards). If they do not answer and help me process this claim and provide the service i paid for i would like my money back for the service i paid.

Desired Settlement: I would either like them to give me a new phone or reimburse me for amount i will be paying for a new iphone (which is about 750) for a brand new iphone 5s 32 g.

9/24/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Took out insurance with GWG when I purchased a cell phone. Made a claim in February 2014 when the phone had problems> Was told they could not get me a replacement phone ( I Phone 5) so would I take a cheque instead. I agreed and was told to send them the phone. I was charged $179 deductible and they putt $699 against my credit card until they received my phone. I was refunded the $699 but still have not received my cheque. Have been in touch with them by phone and email at least a couple of times a month but keep getting the run around. Told they are overwhelmed and will be in contact with me when the cheque has been issued. It has been 6 months. I called today and the phones are disconnected. This company is fraudulent. I am out $179 deductible plus the I Phone they have plus the cost of the policy. That is over $1000.00 !!!

Desired Settlement: I wish to receive the refund cheque of $699 I was promised.

9/24/2014 Problems with Product/Service | Read Complaint Details
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Complaint: We were recommended to this company by a Fido Cellular provider for Cell Phone Insurance. We filed a claim with Global Warranty Group back in December, 2013. Our option provided by Global Warranty Group was to send my phone back with a 100 deductible to see if phone could be replaced with new later to find out they dont have that phone and would be issuing a check in the amount for the full retail value of the cell phone. In the course of almost 8 months, we have persistantly tried to get a status update from customer service. They have been unable to assist us with this request. We have contacted Global Warranty Group on a weekly basis since we filed our claim. They will not allow us to speak to someone in accounting or a memeber of management. The status is always the same no matter who we talk to. The last email we received on June **, 2014 from an Escalation Representative read: " All processing steps have been completed with your claim and we are now waiting for accounting to issue your check. We are working to obtain the status/ETA on your check. When it has been confirmed that your check has been issued you will be provided a check # and the date. We understand the frustration in this delay and we will do everything we can to assist in getting this issue resolved. We apologize for the inconvenience. Your claim will be monitored on a daily basis until we get confirmation that your check has been sent. Your patience is appreciated.." I honestly believe nothing has been done with my claim or the check that is rightfully mine. I have gone months wtihout a cell phone and have continually paid a cell phone bill with data included on a phone I do not have. The delay and lack of customer service is unacceptable.

Desired Settlement: A check in the amount of the retail value of my LG Optimus 2X (from when claim was made back in December, 2013) - Express our disappointment to a member of Upper Management - Our full deductible returned ($100) - Some sort of compensation for bills paid on a cell phone we didn't have (as well as time & suffering)

9/24/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Purchased insurance through ***** **** ***** for protection on cell phone if damaged and the insurance was through Global Warranty Group. In January 2014 the screen in the phone broke and they did not have a phone to replace it. So i was offered a cheque for $600.00 which i agreed to. I waited some time for the cheque and it never came. I called and they said that in their notes it showed that the $600.00 was okay'd to be sent out that I should receive it soon. So I purchased a new phone out of pocket and the cheque never came. I received an email from the GWG on June **, 2014 that said: Dear ****** We are working to obtain the status/ETA on your check. An escalation has been sent to the supervisor to follow up with accounting to have your check # and the date. We understand the frustration in this delay and we will do everything we can to assist in getting this issue resolved. We apologize for the inconvenience. Your patience is appreciated. Thank you *****/ Escalation Representative *** ****** ******* **** * *** ****** *** **** ***** ************ * *** ************

Desired Settlement: I would like a refund of $600.00 in the form of a cheque as they offered me in January 2014

9/24/2014 Problems with Product/Service | Read Complaint Details
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Complaint: On May ****, 2014, I called Global Warranty Group as I had insurance on my white Apple Iphone 4S 23GB and had recently drop my phone resulting in the back cracked and the phone becoming inoperable. I opened a claim (Claim #****************) and was asked to provide my credit card number for a new phone to be charged to for $699.99 plus $179.99 for the deductible and that day a new replacement phone was in the mail to me. Upon receiving the new replacement phone, I was to send my old phone back and the $699.99 would be refunded to my visa. On June ****, I phoned Global Warranty Group as I still hadn't received my replacement phone. I was told that they were unable to get the $S phone any longer and a cheque would be issued for $699.99 and owuld be mailed to me. Once again upon receiving that cheque, I would send my phone back in. On July *, I called the company and they said no cheque has been issued. On July ****, I called again and still no cheque. On August ***, I phoned again but the company numbers were disconnected and no one was responding to me via email. Also, the head office wasn't answering calls and all mailboxes were full. I contacted VISA for insurance coverage in hopes of getting my money refunded through the card insurance however because the charges were 5 days over the 75 day limit, they couldn't help. I then contacted Jump.ca where I purchased my old phone and insurance but they are unable to contact the company as well. Thank you sincerely for your review of this matter and I look forward to hearing from you. Sincerely, ******* **** ************** ###-###-#### ###-###-####

Desired Settlement: I am hoping the BBB is able to get the charges on my via reversed for a total of 879.98 as it is my fear that this "cheque" to be issued by Global Warranty Group will bounce and I'll be back to the drawing board.

9/22/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I sent a damaged phone to Global Warranty Group on or about June the ***. I returned the phone to (gwg) using a prepaid shipping package to ship the cellphone. The phone was received by (GWG) and has been confirmed by ups. I have followed up with the process for a new phone, but when I contacted Global Warranty Group, I discovered that they required a fee for a for my deductible. At first I was told that I had to provide credit card information and that my credit card would not be charged. I explained that I did not have a credit card, and that I would assure them that they would get the phone back. They never made me aware of the fact that I was to pay anything for a deductible premium. I called them each week to find out about progress of the new phone, but was told nothing. I was told on July **** of this year that I needed to send in $75.00 for my deductible. On August ***, mailed out a bank money order to Global Warranty Group, to which I've not heard anything else. I went on-line to find out why I could no longer reach (GWG), and discovered that there have been lots of complaints concerning misrepresentation and fraud by (GWG).

Desired Settlement: Prevent company from scamming others as well.

9/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I made a claim for the cellphone warranty I purchased, they have promised to compensate the claim by sending out a cheque. I have made a payment for the deductible and the deposit they asked of me. They have not called back or sent any sort of response back. I tried calling them and their phone lines are not working.

Desired Settlement: I just want to receive the compensation cheque they promised to send out. Also return the deposit amount I paid through my credit card.

9/22/2014 Problems with Product/Service | Read Complaint Details
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Complaint: A case was opened Apr ** 2014 for a broken phone. The deductible was taken off of my Visa and the broken phone was sent in by Registered Mail. The same phone was not available so they offered me a cheque for $650.00 instead. I said ok since I use my phone for all of my dealings, both personal and professional. I have traded emails back and forth since June 2014 and have called repeatedly for updates. In the emails I am reassured that I will be receiving a cheque it is just taking a longer time than anticipated. I have since had to purchase a phone and am out of pocket the $650 cost for the new phone. 3 weeks ago I had called for an update and a very apologetic representative "made a note" that my phone had been received and that this was in fact a legit claim.In all of my emails it is noted that I have Escalations and someone would contact me but I am still waiting for that to happen to this very day. I called today to see what is up and EVERY number I have for this company is not working or the mailboxes are full. I not only am in possession of the original purshase of this insurance but have multiple emails with a representative there saying my claim is valid and a cheque will come. Not sure where else to go with problem. Perhaps legal action. Thank you

9/22/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I lost my Iphone5 16GB and as I had ********* ********* (now taken over by Global Warranty group), I made a claim (Claim Number : *****************) for replacement of my lost Iphone5 on 07/**/2014. I was told that as soon as my deductible was approved, I would be shipped a new phone with 48 hours. My deductible of $179 was approved on 07/**/2014 and was charged to my account. I was sent an email confirming the same and saying that I will be sent a tracking number for my phone. However, to this date, I haven't got any such email. I still have not received my phone and it is causing me a lot of inconvenience! I have written to GWG repeatedly but i have not got any reply from them. Moreover , they are also not answering any phone calls anymore. On August *** 2014, **** ********* of ***** ********* emailed me I received an email from you on August *** that a new administrator will be following up with me beginning of this week regarding my claim for replacement of my lost IPhone 5 (Claim Number: *****************). I have not received any phone call and no one has attempted to contact me. This has become very frustrating now.

Desired Settlement: Since not having a phone is causing a lot of inconvenience to me, I am buying a new Iphone5 16GB ($700) on my own and I would like GWG to reimburse me for the same ($700). I would also like GWG to refund my deductible of $179 as well

9/22/2014 Problems with Product/Service | Read Complaint Details
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Complaint: A claim was made on 6/**/14. A one year old samsung galaxy s4 experienced a charging issue and would no longer turn on. I was instructed to send the phone to GWG. It was received via UPS (******************) on 6/**/14. CGW immediately charge my credit card the $100 deductible with the promise of immediately sending me a replacement. seven calls later over the next 5 weeks were full of broken promises and false claims of elevating the call to the second tier customer service reps. Now, the phones are disconnected and website is no longer active. I have disputed the $100 charge with american express, but no longer have possession of my galaxy s4 phone - which is still in their possession.

Desired Settlement: Assuming the company is no longer in a business. I am requesting either my phone they have in their possession or a fair market settlement.

9/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a device protect warranty with the Global Warranty Group through a Rogers Wireless store. I was told that if I paid $120 on top of the price of my phone that if I encountered any sort of issue (broken device, theft, etc.) that my phone would be replaced with the same model of phone or I would be issued a check for the retail market value of the same model for a $98 deductible. On March **** 2014 I had my phone stolen and on March **** I filed a claim with the company (I was without a phone to contact them on the ****). It took 11 days for them to process my claim. On March **** I was told that they did not have a replacement model to send me so they would issue me a check and I agreed to this. They told me it would be mailed out within a few days and I should receive it within 7-10 business days. It is now August **** and I still have not received my check. I have called the company to speak to a representative close to more than 2 dozen times by now and still have not made any progress in receiving payment. I have asked to speak to supervisors numerous times and every time have been told "there is no supervisor". I have been given the run around every time I call them and have been told a number of different excuses as to why the check had yet to be issued but the only thing they can't seem to tell me is when this check will be sent to me. This missing check has caused me a great deal of finical troubles as I have recently had to spend an extended period of time in the hospital (a fact I have told them several times).

Desired Settlement: Ideally I would love to get the $218 I have paid them for the initial fee and deductible as I feel they have in no way provided the service I have paid them for, as well as the money that they owe me. The agreed upon amount was about $670. However I would settle for just the $670 they owe me so I can finally pay off the bills I was left with after purchasing a new phone.

9/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: I would like to recieve a cheque for the promised amount of $550.00 within the month.

9/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Company has disappeared and no longer is in business. ProMobility Inc was offering insurance for mobile devices that are damaged. The service was offered through Jump.ca and Wireless Age vendors in ****** (****). I submitted a claim did as they asked and now my account has been closed out and the company is unreachable and they never did send me my money.

Desired Settlement: I am seeking the amount I am owed for the purchase of a new cell phone Approx $700

9/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased Cell Phone insurance through a ******* Wireless Affiliate who recommended Global Wireless Group (GWG) in February, 2014. I filed a claim for my water damaged cell phone (Apple iPHONE 5S 4G LTE 16GB) with GWG at approximately 9:30am on Thursday, 7/**/14. I chose an expediated option where I paid my $179.00 deductible and allowed them to put a $699.00 hold on my American Express Card until they received my damaged phone. The steps, as outlined by the GWG rep, were as follows: 1-2 days of processing then a new phone would be overnighted to me via UPS. I was instructed I would receive an email with my case number and a return label for UPS. I never received the email but i went online and printed the label myself. I mailed my broken phone via UPS on Friday, 8/*/14 using their return label. I tracked the package until it was delivered on Saturday, 8/*/14 at 7:24am. At this point it had now been 3 days and the website still reflected they had not received my phone. It also indicated and my transaction was being delayed because they had not received my returned phone. I chose the expediated route and should have received a replacement phone on Saturday or at the very latest Sunday. GWG HAD processed my deductible charge and HAD put a $699.00 hold on my credit card. I started calling on Saturday, 8/*/14 to inquire when my replacement phone was to be delivered. GWG phone lines went to fast busy and no answer. I called many times throughout the day and checked the website periodically. I called throughout the day on Sunday, 8/*/14. Same problem with the fast busy signal and no answer. I checked the website periodically. I called throughout the day on Monday, 8/*/14. Same problem with the fast busy signal and no answer. I checked the website periodically. I called The Wireless Center (******* wireless authorized dealer) and advised them of the situation. They provided two other phone numbers to try. None of those phones were answered either. The Wireless Center can not get anyone to answer their calls either. I also called American Express to see if they could help me with the $179.00 charge. This is still in dispute. At this point, GWG has my broken phone and my $179.00 deductible and they have delivered NOTHING to me as outlined when i purchased the insurance in February AND when I submitted my claim on July **, 2014. I have no way of contacting them. Their web pages are down, their phones go unanswered.

Desired Settlement: I am seeking GWG deliver the product my insurance policy was to cover, a replacement iPhone 5s (16G) -OR- a $699.00 check (the amount they would have charged my AMEX had I not returned my broken phone).

9/22/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I had purchased three extended warranty protection services at $100 each payment in advance from Wireless Guarantee Group. I submitted a claim for an iPhone4 32G on July *, 2014. My credit card had been charged on July * for the $130 deductible and they placed a hold on my card for another $130 subject to the return of the broken phone. When I had called to check the status two weeks later, I had been told that the pone was on backorder. I repeatedly called for a status and had been continually told that the phone was on backorder. I could not speak with anyone else but the customer service representative and had been told that they only way that they can escalate is through e-mail. I asked for the e-mail address and had been given ***************************************. Again, more excuses. On July ****, I had been told that they would order an iPhone 4S 32G since they could not get an iPhone 4 32G, subject to my approval. I approved and am still waiting for my phone. I sent back the broken phone because they had told me that I would be charged another $130 unless they had received the broken phone by August *, 2014. As of July **, their website *************** shows that the phone has been ordered. As of 8/**, it shows that my broken phone had been received on 8/*/14; however, the phone number that I had been calling ###-###-#### is no longer a working number. I believe that this is a scam that this company is running and they have no intention of providing me with any cell phone. I am paying for cell phone service and have been without a phone for over 30 days. This company is unreputable and unreliable at best!

Desired Settlement: I want a new, not refurbished, iPhone 4S 32G, 5 32G or 5S 32G and I want to be reimbursed for the cell phone service for July through as long as it takes for me to receive my phone. If they cannot provide me with a new iPhone 4S 32G, 5 32G or 5S 32G, I want a check in the amount of the cost of a new iPhone 4S 32G, 5 32G or 5S 32G from *******. I also want my broken phone back. They do not deserve to make any money from refurbishing my broken phone.

9/19/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I submitted two claims regarding a Samsung S4 with this company. The company's website claims that there is a fast delivery of replacement phones but no information regarding the turnaround time for alternative options (e.g. checks). 1. February, 2014 They were supposed to send me a replacement for my phone, but they informed me that they did not have a comparable phone model to send. Instead, they would issue me a check for the retail value of my phone (I think it was for $700 or $750) which I accepted. I have not received this check yet and I have followed up many times since then. The claims department said that they would escalate my request or that they were waiting for the accounting team to issue my check. I never received a call from the escalation team and they were unable to transfer my call to the escalation team because there is no direct line.. 2. July **, 2014 I reported a second claim for my lost phone. Again, there was no comparable phone model so they informed me that they can issue me a check of $700. I refused and explained to them because I never did end up receiving my first check, I would rather have a replacement phone. They said they would follow up. I did receive a follow up but, their answer was the same. I expressed my concern regarding when I will be able to receive the check for this claim due to my pending check from the first claim. The claims department said they would escalate my request, but it has been more than a week since I have received any follow up. I attempted to give them another call, but their lines have been busy. Further, their website is down.

Desired Settlement: At minimum, I would like to receive both my checks ($1400.00). However, I would also like to be compensated for a month's worth of phone bill as a result of the delayed checks ($56.00).

9/19/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I had purchased an Iphone 5 through Fido in March 2013. With the phone purchase, I purchased a warranty from GWG (Global Warranty Group Wireless Protection Plan). The Warranty promised that if my phone had any type of damage, if it was stolen, lost, etc I would have to pay a deductible and a brand new phone would be sent in the mail to replace the broken, lost, or stolen phone. This warranty appealed to me so I bought the warranty for $179.00 with the knowledge that if I needed a replacement phone I would have to pay another $179.00 deductible. I lost my phone at the beginning of June 2014. I had called GWG and asked for a replacement. Of course I had to go through the procedure of filing a police report (which I did), then I proceeded to send my $179.00 deductible through money order in the mail. They gave me a claim number to see when my phone would be shipped and when they received my deductible. On July **** 2014 they received my deductible and on the website (**************) I had an alert to contact them. When I contacted GWG they told me that they no longer make Iphone 5's and asked if I would accept a $650.00 cheque in the mail. I accepted. two weeks later I called to see when the cheque would be mailed. They told me they were unaware of this information and that they had to contact their corporate offices to give me a tracking number on the cheques. I called again every couple of days, same responses. The last week I have tried to contact the Canadian lines for GWG (as the main office is in New York) and their websites are completely down, every single one bother Canadian and American. You cannot reach them by phone at all and I have even tried calling the main office in New York and the line just disconnects and goes BEEP BEEP BEEP... I am so frustrated because I put over $300 into this warranty and now I have no phone and $300 out of my pocket!!! I cannot reach GWG AT ALL !

Desired Settlement: I hope to either receive my promised cheque of $650.00 or my money back COMPLETELY!

9/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had purchased a new samsung Galaxy S4 cell phone in June of 2013 and at which time insurance was purchased from GWG to cover the new phone for damage, loss and theft to replace this phone if an insurable issue raised. After my phone was accidentally damaged by water I put in a claim with them on May 2014. At which time they charged $100.00 deductible to my credit card and also charged $382.00 security deposit to my credit card that would be returned when my damaged phone was returned. A couple days after i received a message to contact them which i did and told that my phone was not available from there supplier and would I accept a cheque for $700.00 instead which was the purchase price of the phone, I agreed to this and was told a cheque would be sent out immediately for me. I was waiting till this cheque arrived to send my old phone in expecting there to be some instructions on how to do this. Since then I have called 6 times inquiring about my cheque over the last 3 months and each time am told that a message will be forwarded to the escalation department to inquire, when asked to talk to them or a supervisor am told there is no other means for them to be contacted but through an email message. The last time I talked to the them I stated that this seems to be a scam and a fraud and if I didn't receive my my soon i might have to pursue a legal case against them. After that last contact with the call centre I called the contact number for there head office and said the same to the woman that answered having been told the same story that the claim is being processed and I will receive my money but they have a back log of claims to go through, at that time she instructed me how i could send my old phone back. I had been hesitant to send it because i have not been receiving anything from them and all they have done is take from me with the initial premium, deductible and security deposit. She informed me that my not sending it in wasn't slowing my claim but if it wasn't done before 120 days they would not be able to automatically reimburse my credit card but I would have to wait for a cheque, considering how long it has taken for the first cheque I can't imagine how long that will take. Now I have discovered the call centre number isn't in service anymore and you cannot access there company web site, It says you are no longer authorized to view.

Desired Settlement: My desired out come is to receive my payment of $700.00 for the insurance claim along with having the $382.00 security deposit credited back to my credit card or payment of that back to me

9/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: For 8 months, I have been waiting for the $600 check which I was approved for in 01/2014 after paying the deductible of $75 (Ensquared). Claim CFN# *****************. Wireless #: **********. It is a replacement value policy for a HTC ONE silver phone. Sent damaged phone to ********* on 01/**/2014 and paid deductible of $75.00. They contacted me and told me they could not find an unlocked phone and would send me a check for $600 in 01/2014. I agreed to the $600 check on 01/2014. I keep calling to get the status of the check and they tell me they have sent the request to accounting - but I still have not heard from them or received the check. My last call to them was 06/2014 and the check is still in accounting. They will not put a supervisor on the phone or give me a supervisor's name. I tried politely several times to escalate the issue, but I had no response. I feel cheated and tired.

Desired Settlement: I want the check sent out as soon as possible. If not, I want to inform my 20000 twitter followers about the company to prevent anyone else from getting cheated by the company.

9/19/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: As it relates to: *****************/ Global Warranty Group I have filed claim for coverage in May 2014, they accepted my deductible of $179.00 and a hold on a credit card of $699 until the broken product would be returned to them. Note: a choice of: 1. sending product to them first or 2. deposit of $699.00 held until new product shipped out then broken product returned to them. Shortly, they advised me of their inability to provide a replacement product and offer a cheque for the value of the product . I accepted that proposal on June ****, 2014. And so the "delay" ensued. Repeated contact to the customer enquiry line, with promises to request an expedited response from accounting, were fruitless. Eventually I got an email response from ***** on June ***, 2014 ***** ****** | Escalation Representative *** ****** ******* **** | *** ****** *** **** ***** ************ | fax ************ It was expressed that: We appreciate your patience; we apologize for the delay in getting your check to you. Your business is important to us; let us explain why there has been a delay in getting you your check. In Canada we discovered that some of our dealers have submitted fraudulent claims with our company. With this being said, we are working through all our check requests to make sure that the legitimate claims get a check, this process is taking longer than we have anticipated. We guarantee you that you will receive your check however at this time we do not have an ETA. We are having checks mailed on a daily basis and we are working hard to get these checks processed for our customers. I clarified that my claim must not be grouped in with the fraudulent claims as it was filed personally. Since, I have had one response on June **** and no further responses to six additional attempts at communication asked for a status update. It has been 3 full months for a process that was to take 5 days. I have taken all steps in good faith and paid all expected cost and provided funds for hold in a timely manner. GWG has not.

Desired Settlement: Refund cheque as promised for broken product (@ $500), and refund cheque for the credit card hold of $699.00 plus 2% monthly interest charges accrued since May 2014. Once I receive the cheque for replacement product, I will return the broken product. Once they receive the broken product, immediately (within 5 days) produce a cheque for $699.00 plus 2% monthly interest I have incurred since the hold on the credit card.

9/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased insurance for my I phone just over a year ago. Since dropping my phone I started a claim and was offered the choice of sending in the broken phone to receive new one or pay $699.99 via CC along with $179 deductible and have a new phone sent out to me within 2 business days. The day after opening the claim I received a message that they do not have the same model of phone and would I accept a cheque for $650. I said yes and asked for email confirmation to ensure I would receive the cheque before the I had to send out the broken phone in order to receive the CC refund. No email ever came and 10 days later still no cheque. Their *************** website never gets updated and I am now losing sleep over the fact that I authorized them to take a total of $878.99 from my CC. From what I have read online on ****** ******, this is a common scenario. The company never seems to have the phone to send out and gets to have my funds in their bank account while I have to wait and call and complain. Well, I contacted my CC company to dispute the charges and will also complain to Rogers who sold me the warranty. This is a scam and with well over 500 complaints online this company is bilking trusting consumers out of millions of dollars.

Desired Settlement: This company needs to be shut down.

9/19/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased an extended warranty from wireless zone. Contacted warranty company (global warranty group) paid my deductible. Was told phone was not available and to go out and purchase a replacement phone and they would send me a check for $550 within 5-7 business days. Its been almost 30 days. I've made several calls and kept being told that it was being processed. Now when I call it goes straight to a busy signal after they transfer me. I am extremely upset at the fact that I bought this warranty thinking it was from ******* and now finding out its not and that I cannot get any response from this company.

Desired Settlement: I want my Check like I was promised from my warranty claim.

9/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: During the last week of October 2013, a claim was filed through the insurance product for a (Lost or Stolen) mobile phone. After a week, was told by ********* *****, ****** **********, that there was not a claim for the wireless number in question. On November ***, spoke with a ****** ID#****. Provided police info (Badge, Report#, etc. as requested). On November ***, received voice mail that there was a cheque to be processed for $600. Went ahead and paid an termination fee ($360) to get out of current contract and buy a new phone ($35 activation + $229.95 cost). So now, proud owner of new phone at a cost of $600+tax. Great. Made several phone calls in the next over the course of the next four weeks to find out the status of the cheque and when it could be expected. Was told that it was in accounting hands to be processed and sent, but that they were backed up and it may be two to three weeks before receiving it. This happened repeatedly until January, when I went back to the dealer who provided me with the phone and insurance plan originally. On January ***, The ********* of that company (******* ******* took my case on individually to find out what was going on. Left it in their capable hands, but also made follow-up calls with GWG, who kept providing the same response. Contacted ******* ****** again April ****, to see if they had any luck. QUOTE: FYI - we have recently terminated our partnership with GWG ongoing as you are correct, the customer service with them is extremely poor. I will let you know what is going on as he is calling the ******** personally. END QUOTE. They were following up with an ****** at GWG on my behalf and were expecting a UPS tracking number from him for the cheque. May ****, followed up with ******* ******, they hadn't received anything back from ****** and would re-connect with him. August ***, tried calling GWG, just getting a busy signal. Contacted ******* ****** as well, they are continuing to follow-up but having the same issues as I am trying to get in contact with anyone there. They in the mean time provided me with links to some interesting news and reviews. *************************************************************************************************** ********************************************************** Turns out I am not alone.

Desired Settlement: I would like to receive the insurance amount owed (that I had paid for and signed a contract for originally and had been notified I should be receiving nearly 1 year ago!) I would like to be reimbursed for my time and efforts to pursue my claim. I would like to be reimbursed for the cost of my new phone and termination of my old mobile contract, as described in my complaint above.

9/19/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Global insurance withdrew $ 179.00 from my account as a deductible for a replacement Iphone 5 as well as a pre-approved withdrawal of $475.00 to be take off when they receive my broken phone. I didn't receive a phone. I can no longer contact the company by phone or web. The pre approved charge is still in place.

Desired Settlement: I would like to have my insurance policy to be honored and my product delivered. If not an option, I expect a refund for my deductible of $179.00 , the pre-approved withdrawal of $475.00 to be taken off my account and a refund for my a original policy coast !

9/19/2014 Problems with Product/Service | Read Complaint Details
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Complaint: i purchased my sony xperia z(C6603) from Negri Electronics about a year ago(4/**/13) for $599.50 along with Negri Protection Plan (thought the insurance was directly with Negri Electronics) for $124.00. Recently, My phone broke down and I contacted Negri Electronics and they told me that my protection plan is with Global Warranty Group. SO I called GWB and they told me to send in my phone and asked me to pay a deductible fee of $75, so I did. Couple weeks has gone by and I've been calling the company and their staffs have told me that my phone is on back order and they will soon find a replacement for me. on 8/*/2014, I tried to call them again but their phone does not work anymore (busy beep sound) and also they took down their website, What should I do now?

Desired Settlement: I want a full refund of My phone, Protection Plan and Deductible Fee of $798.00 USD.

9/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent my broken cell phone to them on June ****, 2014 and was promised a cheque for the amount of $550.00 to replace the phone. It is now August *** and I have had nothing but excuses and the run around from them. I phoned today and now the phones have shut off. The website seems to be gone as well.

Desired Settlement: I would like to get my money or a replacement phone.

9/19/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I paid every month for a warranty on my cell phone as part of my cell phone bill. My phone screen was cracked and the screen touch sensitivity stopped working properly and I contacted to have a replacement sent. I contacted GWG after several days of waiting for a new phone and told they did not provide me with a replacement. They told me what they could do was send me a $550 check to replace the phone. Then they had to put a $381 hold on my account till I sent back the old phone and charged me an admin fee of $95. This was all done early July 2014 with claim number ***************** I sent them my old phone so I could get my $381 back that was on hold. I had already purchased a new phone based on the $550 I was to receive. It has been a month now and I still have not received my $550 check and they are still taking the monthly fee out of my account for the insurance on a phone I do not have. I have spoke to them on the phone many times and I keep getting that it is being processed. I have caled several times asking for an update, but get told the same thing over and over, "We are processing the cheque". The last attempt I made was in August 2014, the website and phone line now have seem to both shutdown. I am at a loss what to do next. I just don't know what to do I don't feel it should not take months to write a check. I have asked the cell contract holder ******* to stop payment on the insurance, but they say they can not. I am worried that they not only have my old cell phone, but they have charged me the $95, and the $381 on my credit card. which now is over one month.

Desired Settlement: I would like my $550 check, plus all other charges returned as I have they have not honoured the contract/service, and to cancel the insurance service.

9/19/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I initially purchased a two year warranty service for my cell phone from Global Warranty Group on January **, 2013 believing that I would be covered if anything ever happened to my cell phone. I was convinced to go with Global Warranty Group do to their reasonable prices and their claim to handle warranty claims in a timely manner. Fast forward to April **, 2014 and I had lost my phone. I called Global Warranty Group and followed every instruction I was given when I placed my claim. Two weeks went by and I had not heard back from Global Warranty Group so I called back to check the status of my claim. I was told that they could not source a replacement for my phone and that they would instead settle my claim by mailing me a check. I was initially pleased with this outcome because it would allow me to replace my phone myself. After this agreement, I started calling every week to get a status update on my claim and every representative echoed the same thing: "All processing steps have been completed with your claim and we are now waiting for accounting to issue your check". Months have passed by, endless phone calls asking for a status update have been made and I have yet to receive anything and have yet to be given an update on my claim. I tried to call back again on August **, 2014 and now their phone line seems to be cut off. I am extremely displeased and feel extremely mislead.

Desired Settlement: I would like to receive the settlement promised by Global Warranty Group in a timely matter with a guaranteed time frame.

9/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased insurance on my phone through this company. A few months later i got a new phone, so I went through the process of sending my new phone information to this company in order for them to update my records. Unfortunately, my phone was stolen on July **** while i was in Africa. I called the insurance company to file a claim when i returned to the States on July ****. They informed me that they have "conveniently" never updated my records, so they still show my old phone in the system. I sent them all my documentation showing that i had a new phone & they refuse to update my account. I paid $120 but after 2 weeks of calling every day, i am still no closer to getting a new phone. I call every day but they either don't pick up or refuse to do anything about it. After some research, i see that hundreds of people are having the same issues. This company needs to be shut down. It is a total scam.

Desired Settlement: I want a new phone ASAP. I paid for the insurance, i need a new phone.

9/19/2014 Delivery Issues | Read Complaint Details
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Complaint: i filed an insurance claim with global warranty group back in June ****. My phone number in their record is ********** they can find my account right away with that. I was promised a quick 5 day turn around time for replacement of my stolen phone, i filed police report and payed deductible for $150. After 1 week of no phone showing up at my door i called into global warranty group and they said that the phone was not in stock and they could send me a check for $525. i have been calling in every week to check the status of this check because obviously i have not received it. i have been waiting over 2 months. they charged me right away for the $150 deducible and i had to purchase a phone with my own money. the point of this insurance is not having to do that. i always call and try to speak to a ******* but apparently there is not one. I have requested a call back from a ********** many times and i am always promised a response but never got one. still waiting for my check for $525 also i am expecting a refund for my deductible. now when i try calling the number i always use to contact global warranty group it has a busy tone, seems to be disconnected. also when i try to log onto their webpage it seems to be down. All i see on ****** are hundred of complaints of the same reason. if there is no resolution here i will have to go to the attorney general.

Desired Settlement: i would like my check of $525 that was promised 2 months ago also a refund for $150 deductible.

9/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased an extended service agreement for my iPhone, I paid the deductible to receive a replacement phone, I was told they do not have a phone available, and to check back in 5 days. I waited and called back but am not getting any response at all. Every avenue I have to contact them has failed.

Desired Settlement: I want everything I have paid them refunded to me. The initial 169.00 plus tax, the 179.00 deductible, and the $699.00 "hold" that put on my credit card.

9/19/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I signed up for ********* Mobile Phone insurance in august 2013. In May I received an Email from ********* with details that the company would no longer be in business and to contact Global Warranty Group for all claims. At that time I had a working phone and didn’t need to contact that company. However now I have a phone that is broken and I’m without a phone. The original contract I had with ********* would cover these damages and overnight a phone to me. I have tried to contact GWG to make my claim multiple by phone and email with no response or ability to reach the company. The main number goes to a beep and the Chief Staff member’s numbers appear to be no longer active. I have emailed and called with no response nothing. Since this issue has come this point the next point of contact was the Underwriting agency. I contacted ***** who informed me they have were having issues with GWG and are not sue how they are going to resolve this. The Company ********* basically took my money making me think my phone was insured and now left me phoneless and looking at a near $800 bill to purchase a new one as well as the $100 money I lost from them. Please provide me with any next steps to get this issues resolved ASAP as currently I am without a mobile device. Please help BBB.

Desired Settlement: I would like a new phone equal to the phone that i had originally onsured.

9/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased phone insurance with ********* a sub division of Global Warranty Group on 5/**/2013. The insurance promised a new phone within 2-3 days of being lost, stolen, broken within 2 years of registration for the cost of 99.99$ CAD. On December ****, I sadly got my cellphone stolen. I called and spoke to ******* from ********* to make my claim. She advised me to file a police report, which I did, and that I will receive a new cellphone phone within two days after they take the deductable of 95$. On December ****/2014, they did successfully take the deductable and I received an email saying that they did that I will be receiving an additional email containing the shipment tracking information for this cell phone. That email never came, so 3 days later I called and spoke to someone who said that there was a note on my account saying that there were no more Galaxy S4 Black Instock due to Christmas and would be willing to send out a cheque for 700$. I agreed, because I had no other options to choose from. When I asked her how long it will be for me to get the cheque she said it would be 4-6 weeks, because it's Christmas time.(How that is relevant was it that it was Christmas and Where did the get a replacement in 2-3days go? I don't know). On the **** of December I went ahead and purchased the phone outright knowing that I will be receiving the cheque. The total cost me 800.04$ CAD. I called ****(****) from ********* and asked him if it would be possible to get that amount refunded. He said he will look into it, but that my cheque was already in the process of being sent out. I waited for my cheque for about 8 weeks, and when I did not receive it I tried to call, but I kept getting hung up on. It would say thank you for choosing *********, please stay on the line a representative will be with you shortly, then it would hang up. I tried about 20x before I gave up. I had lost all hope of being reimbursed. On May ****, I received an email stating that ********* is no longer in business and to now file claims with Global Warranty Group(GWG). Excited that know I could reimbursed, I followed up, and spoke with **** **** about my claim. I asked her truthfully if I was going to get my money, or if I should simply give up and she said that she say cheques going out and that given that its been a few months since I did the claim, someone will call me to tell me the date of when the cheque would be sent within days. No callback, I called again July **** spoke with ***** and she also told me someone would call the latest being on August ***. I tried calling again today August ***, and it turns out the general line had a busy signal. On the email they also provided other numbers such as how to contact the ******** ********** *******, ** ** **********, ***, etc. I just called all seven numbers provided and I was unable to speak with any of them. I think the ***** ********* ******* did answer, but if he did I am sure it was by accident, because he then hung up without saying a word. You can not believe my frustration and my dissapointement with these companies, because it has been nearly 7 and a half months since I lost my cellphone, and I have yet to receive that cheque, email or phone call to adress my problem.

Desired Settlement: Ideally they would send me a cheque for 800.04$, because that was the cost of the cellphone. (I have a picture of receipt) But if that is not possible, atleast send me the 700$ they promised by September **** 2014. I think I've been patient enough as is.

9/19/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I paid CAN$ 109.99 and bought the 2 year Canada Preferred Replacement insurance for Samsung Note2 from Global Warranty Group (GWG) on Feb. ** 2013. Then, filed a stolen case in October 2013 and GWG promised to pay me with $600 cheque since GWG did not have Samsung Note2 stocks. I waited till March 2014 and called them to check if the claim is being processed correctly. Although It had been almost half an year, GWG claimed that they are still dealing with the customer inquiries. After, I tried to call GWG often but their phone line was busy or turned off most of the time I tried to call them. I successfully talked to one of the reps on Aug *** 2014. The rep again said GWG is still dealing with accumulated customer inquiries, and GWG is going to call me back in two business days. Now, it has been 10 months since I filed a claim to GWG and paid deductible. This is clearly scam.

Desired Settlement: I would like to get the $600 as promised and contracted.

9/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I filed a claim with their Wireless Protection Program for a broken cell phone. Since they could not produce a comparable replacement they opted to reimburse the purchase price of $799 for the phone. WE both agreed to the amount and I was required to send back my phone. They confirmed receipt on July ****. As part of the agreement, they charged my credit card for $179 as a deductible for the claim. They are to send payment, however I have not yet receivd payment and now their phone numbers are no longer working.

Desired Settlement: Payment for settled claim of $799.00

9/19/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Purchased Samsung Galaxy S4 on 8/*/14. Also purchased and prepaid for accidental damage warranty through Global Warranty Group on 8/*/13. Broke phone screen on 7/**/14. Made claim via phone on 7/**/14. A $301 hold for cross shipping a replacement phone and a $75 deductible charge was placed on my credit card at that time. Global Warranty Group stated a tracking number for my replacement phone would be provided in 24-48 hours. I called on 7/** to request a status update. GWG claims my phone was ordered but they do not know why I have not received it. They claimed they would escalate my claim to their escalation department for further research and I would be contacted within 48 hours. I never received a call back. I called again on 7/** as was told the same thing almost verbatim - escalation to their escalation department and I would receive a call back. I did not receive a call back. I called again on 7/** and again was told the same thing regarding escalation. I called again on 7/** and was told the same thing again. To date (8/*/14) I have not received a replacement phone from Global Warranty Group.

Desired Settlement: The company has two options: 1) Overnight me a replacement phone per the terms of the warranty contract or 2) Refund me my $75 deductible, remove the $301 hold on my credit card and refund me the cost of prepaying for their warranty services.

9/19/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I processed a claim through this company on or about 7/**/14. My payment was taken out of my account. I was told I would get my phone Wednesday. When it didn't come, they said it should be there the next day. It never came. Same thing Friday. When I called Friday, they said there was no tracking information because the warehouse failed to put it in the system but that the product was in route. I found my UPS driver and he did not gave it. I called again and they said I would get a call back. I called the next day and got a busy tone. I called the store I purchased the ins. from to find out why I hadn't received my phone. The company had closed. I wasn't contacted and never received my phone.

Desired Settlement: I would like full compensation for purchasing this insurance and for scamming me out of my money.

9/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had purchased a warranty for my samsung2 cell phone from promobility wireless, as an add-on when I purchased my phone from Rogers communications. In October 2013 the phone failed. i contacted the warranty provide (promobility) they instructed me on how and where to send the cell phone. After a two weeks I contacted them to learn the status of the repairs. I was informed at that time the cell phone was non-repairable and a refund cheque of $475 would be issued to me in -6 weeks. As of July 2014 I have contacted promobility every month and told the same answer " we have a large amount of cheques being issued and your refund will be expedited" I have spoken with telephone reps, floor supervisors, managers. All tell me the same thing. ****** ******** is the ***** ** *********** ******** and refuses to pay the warranty claims. I have contacted Rogers communications in regard to this matter and they say their hands are tied because promobility is a re-seller. The cell phone involved is a Samsung S2, # ###-###-####, **** *****, track-a-claim number ******. Product_Or_Service: cell phone warranty Order_Number: ****** Account_Number: ###-###-####

Desired Settlement: DesiredSettlementID: Refund Refund the specified $475

9/19/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I had dropped my phone and cracked the screen all over. So I made a claim on March ** 2014, they first said they will send me a new phone within 2-4 business days. They charged me for my deductible $95 and a $381 hold until I send my damaged phone to them, 2 weeks went by and I received nothing. I then called them to follow up and they said they forgot to contact me to say they don't carry that phone anymore and that they can send me a check of $578 that will take 14 days to receive. They then said to not send my broken phone in until I receive my check. I agreed to that and almost a month went by so I called them, they said they will escalate it and send it out immediately. Now calling them and emailing them I cannot get a hold of them. The number I have always been calling is now "disconnected or out of service" and they will not respond to my emails. It has been over 5 months and nothing has happened. I can track my claim online and it says that the claim is closed. It says it was shipped April * 2014 but I have called them in May and they told me it hasn't been shipped yet. I have a email from June ** 2014 stating "Dear ******, We are working to obtain the status/ETA on your check. When it has been confirmed that your check has been issued you will be provided a check # and the date. We understand the frustration in this delay and we will do everything we can to assist in getting this issue resolved. We apologize for the inconvenience. Your claim will be monitored on a daily basis until we get confirmation that your check has been sent. Your patience is appreciated. The hold charge will be refunded when your broken device has been received. Thank you" So to this day I have paid my $95 deductible, have a $381 hold on my credit card, and they owe me $578. I am not happy and they will no longer deal with me so this is my last option.

Desired Settlement: I still have my broken phone and will gladly give it to them so I get the $381 hold off my credit card(5 months on going). Once I receive my check of $578. I have been out almost $1000 for 5 months now and something needs to be done about it.

9/19/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a cell phone from my local dealer. After the purchase and all the details, the dealer offered me a warentee program. I spent 100 dollars on this Wireless Protection Program from Global Warentee Group, and now that my device is in need of replacment, I cannot get ahold of customer service to make a claim. After research on the web, I have discovered that this "business" is actually a scam. And many other people have experienced my same situation. I did not spend my well earned 100 dollars to be scamed. I want something to be done.

Desired Settlement: I would like either (1) my phone to be replaced like the warantee states, or (2) that I be refunded my money I spent on this scam ($100).

9/19/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased iphone insurance through a dealer of theirs in Canda - Ensquared. I purchased 2 year iphone 5 loss/theft/breakage protection and paid for the initial purchase of 179 dollars. In march I lost my iphone and submitted a claim through their claims procedure and was told a phone would be shipped quickly. After numerous phone calls I discovered my iphone was not available so in its place they would mail me a cheque for $650.00. I was satisfied with this but after waiting over 4 months I have yet to receive a check despite being told I was approved and that I will be receiving a check. I have been trying to have my warranty claim processed for quite some time. I have not heard back from the customer service representative, ****** in quite some time and I have sent numerous emails so I am led to believe my emails are just being ignored. Initially she told me she was contacting the accounting department and waiting for a response back, but after all of this time I have yet to hear anything regarding my claim. The level of customer service at this stage is absolutely abhorrent. I have been more than patient considering my request was first filed in March.

Desired Settlement: I would like GWG to honour their agreement and provide me with the $650.00 cheque that they initially stated would be mailed to me.

9/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased insurance through Global at our ******* cell phone provider when we bought my daughter's phone. The phone was stolen and we followed all the procedures required by Global to begin the claim process. I was told they would charge my credit card $179.00 for the deductible and they would send out another phone. No phone arrived and I have been calling them since May **** when we began the claim. They did tell me they couldn't replace the phone but would send me a cheque for $400.00 to purchase a different phone. Still no cheque and now the ###-###-#### phone number is disconnected! I told them on various occasions I thought their company was a scam but they assured me I would get a cheque. When I asked them to just refund my deductible they said they couldn't do that!

Desired Settlement: I would ideally like to get the check for $400.00 they told me they would send as I have paid them $179.00 for the deductible PLUS the $9.00/month that my daughter had her phone!

9/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I lost my cell phone in January of 2014. I promptly and properly reported the loss and completed all requirements under the policy. I was charged $179 dollars for the deductible on January **, 2014 and I was informed that my claim was complete and being processed. Subsequently, I was told that I could not receive an Iphone5, as their vendors did not have any. Instead, GWG would furnish a check in the amount of $650 which would represent the replacement cost of my lost Iphone5. To date, I have not received my check. I have followed up with GWG at least 4 times. Each time I was informed that there was nothing that could be done, only that the claim would be marked escalated/high importance to the accounting department. I have been in contact with ***** ***** at GWG several times via email. I informed her that I wanted my check to be sent immediately so that I would not need to make a complaint to the BBB. She further stated that she could do nothing except send an inquiry to the accounting department. This is simply unacceptable. GWG has accepted my premium and deductible, and for more than six months, they have failed to pay me the money I am due under the policy. I demand that a check be issued in the amount of $829 which represents the recovery I am entitled to under the policy plus a refund of the deductible for GWG's grossly unacceptable delay.

Desired Settlement: I want a check in the amount of $829 to be issued immediately and sent to me. This amount represents the $650 claim due under the policy plus the return of the $179 deductible paid in January 2014 for GWG's unacceptable delay.

9/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased Ensquared Device Insurance for my new Samsung Galaxy S3 Blue 32GB phone in July 2012. Ensquared sent me an email notice on May **, 2014 stating that they are no longer in business and all claims should go through their supplier, Global Warranty Group (GWG). On July *, 2014, I contacted GWG and filed a claim because I dropped my phone and the screen shattered. The phone is otherwise operational. I paid a $75 deductible at this time using my credit card. I was told that a comparable replacement phone would be shipped to me within a few days after I sent in my broken phone, or it could be shipped out on July * or * if I allowed a $301 hold to be put on my credit card. This would allow me to continue using my broken phone and have less interruption in service. As long as I sent back my broken phone by August ***, no charge would hit my credit card. In the context of the time frame GWG stated for delivering a replacement phone, I agreed to this. I have maintained a detailed contact log since my first call to GWG and can provide the entire log on request. I believe it will align with GWG call logs to a great extent. I have 13 dated entries in my log. The most recent entries document unsuccessful attempts to contact GWG. GWG sent me a replacement phone that was the same model but only 16GB. That clearly is not a comparable phone. I purchased the version with more internal memory because I need and use more than 16GB. GWG stated that my phone ID number (IMEI) was showing up as a 16GB phone. I sent them my original email receipt that showed 32GB, and I had my carrier (*******) contact them and confirm this as well. GWG sent me a shipping label by email. Pick-up at my residence was not covered, so I had to find a UPS location and bring the (incorrect) replacement phone there for return shipping. GWG confirmed that they received the phone I returned. They also confirmed that they had accepted the documentation and acknowledged that I needed a 32GB replacement phone. I was offered a Samsung Galaxy S4 16GB as an "upgrade" replacement. Even though this is a newer model phone, the limited memory is still a problem for me and thus it is not a comparable phone. I declined this offer. On August *, 2014, I expressed my discontent with the length of time it is taking to get a comparable replacement phone. I requested that they either send me a comparable replacement or reimburse me for the value of my phone so I can purchase another. I was told (like many other times) that this would be passed up to the escalations department and I would likely receive a call back the same day. I expressed concern and discontent about the August *** deadline for the $301 charge to my credit card many times throughout the month of communication with GWG. I was told that it was an automatic charge that could not be stopped, but I had 120 days from the time the claim was opened to have it reversed by sending back my broken phone. I checked my credit card activity and sure enough they charged me $301 on August ***. On August * and *, I made at least a dozen calls to GWG. Each time, the line was busy. It appears that GWG has become unreachable, and that is why I am opening a complaint with the BBB after spending far too many hours trying to work this out with GWG. I have put substantial effort and time into working this out with GWG, but now that I can't even reach them I must ask for BBB help in resolving this. While GWG has shown some effort to work this out, it has been inadequate and not at all timely. And they have taken my $75 deductible and $301 fee for not returning my broken phone yet. And of course, I purchased the original insurance contract as well. So I have given them a significant amount of money and not received the service promised.

Desired Settlement: I want the $301 charge reversed/refunded. I want a check for the full value of my phone so that I can purchase a replacement myself. I see via BBB records that another recent customer was offered $578 for a 16GB S3, so I expect the value to exceed that amount since my S3 is the 32GB version. After receiving a valid check for the full value of my phone, I will purchase another and then ship GWG my broken phone using the label they provided to me (assuming it is still valid). Because of the substantial time this has taken, I think it is reasonable to also request my $75 deductible be refunded.

9/19/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On paper the insurance offered by Global Warranty Group is actually relatively comparable to other phone insurance companies. At least in some research I have done. However my huge problem with Global Warranty Group came when i filed a claim for a broken Iphone 5 in January 2014. Since Apple stopped production on that model the company offered to give me a check for $550.00. This would be a fine substitution, but the company took no effort to contact me to tell me that they would be offering me a check instead of a phone. After a few days of waiting for my phone to come in the mail, I called the customer service who told me that they cannot replace my phone and that I will get a check instead. I was told this check is overnighted once processed. Six months have gone by and still no check. I call customer service weekly (who are genuinely very kind...more on that later). There is no estimate of when I will receive my check, the answer I get is that the check is being processed. When I ask to speak to a manager or someone in charge, I am told that the customer service line is actually a third party hired by Global Warranty Group and has no real contact with them. The only contact is digitally. I find this alarming, because it seems to me to be a sign that a company has problems if they have to delegate their labor in such a fashion. It makes me feel terrible for the customer service representatives, because they are left powerless, and are essentially punching bags for the very mysterious Global Warranty Group. Global Warranty Group should change their name to Give Us Your Money For No Reason Group. I paid $180.00 when i purchased my phone for the insurance policy. another $180.00 when I filed my claim. an initial 550.00 dollar hold was put on my credit card. and I had to pay about 550.00 for a new phone that I purchased with my own money. Thankfully I purchased the phone on my bank card and not a credit card, because the interest that would have accumulated would have made the situation all the worse. Today is August *** 2014 I just tried to make my weekly call to the customer service phone number, and the number seems to be disconnected. I went online to search for another number, and all associated websites with Global Warranty Group are offline.

Desired Settlement: At this point I believe Global Warranty Group should offer me a full refund for the insurance plan I purchased which was about 180.00 dollars, the 179.00 deductible that was charged when I filed the claim, and the 550.00 dollars offered instead of a replacement phone. In addition to that, I believe Global Warranty Group should offer me compensation for the broken Iphone 5 I mailed to their offices. The phone had minimal damage and could have sold for about 100.00 dollars even in it's broken state.

9/19/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: April ****, I have started a warranty claim to GWG in order to get a new phone back. The phone was a Samsung I537 Galaxy S4 Active (AT&T) (Unlocked) (Dive Blue). The claim number was @ GWG : ***************** I went through a lot of trouble with this claim since I have purchase my phone through ***************, a company in Las Vegas. GWG finally go through my claim and ask me to send my phone to *********** *** ** **** ****** ******* ******** ***** ******** *** *** I send my phone to this location. They also asked me to pay a 75$USD deductible which I paid. GWG confirmed they received my phone and since my phone is now "discontinued" they proposed me a 600$ cheques. I accepted this resolution but I never received the cheque. I have called since April **** over 20 times GWG. I always received the same "pre-made" message which a representative said that the claim is now at their "accountability department" and we don't know when they will process it. We are August ***, and I still have no information about when my cheques will arrive. Even worse, I try to call the customer service and it seem that the line is cut. Their website also point to a 404 not found like if they tried to removed it from online. I think the company try to runaway with my phone and my money.

Desired Settlement: The company promised a 600$USD cheques. I expect they honor their warranty terms.

9/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Bought the 2 year GWG Wireless warranty for $ 109.99 plus 13% HST for my Sony Xperia phone from Rogers Communications in December 2012. I dropped my phone and it broke on July **, 2014 so I filed a claim with Global Warranty Group. I paid the $ 95.00 deductible with my visa card that day. On July **** they called and told me that they could not replace the phone as they had lost their Canadian supplier. That they would send a $500 check so that I could get the phone replaced myself. They also placed a preauthorized charge of $ 381.00 on my visa card to be released when they received the broken phone back at Pro Mobility Inc. in Richmond Hill, Ontario. Well needless to say I have not received the cheque yet and have escalated the matter with their customer service on 4 occasions with promises received that they would call back within 48 hours. No phone call was ever received from the escalation team so I assume I will not receive one.

Desired Settlement: To honor the contract that we entered into I want a settlement of $500.- for the broken cell phone. Since I have not had a phone for over 3 weeks now I also want a refund of $ 95.- for the deductible. In addition because GWG cannot replace the phone itself, and I have to purchase a phone from Rogers again and will therefore loose my very favorable Rogers contract plan. The same plan I currently have will cost an additional $20.- per month and I want to be compensated for this for the duration of the contract until Dec * 2015 which would be $ 340.- All this because of GWG's failure to honor the contract we entered into on December ***, 2012.

9/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: May ** 2014 I started a claim with GWG as my Galaxy S5 phone that they had replaced previously through a pick up a ****** was having the exact same issue as the first phone, the back space did not work. I could see the phone was a previously used phone and was not happy with this service. I digressed and decided as my need for any phone due to sick child was far more important than fighting to get another new, not used phone. On my first claim they never called to tell me to go to ****** to pick up my new "used" phone after a promise o 3-5 business days to ship me a phone. Again, the rep had no idea why no one called to tell me they were not shipping a phone and that the new "used" phone had been at ****** for a week. Please do look into their monitored call system a it is all there. On my 2nd claim I was told to send back the 2nd phone and I would receive a new phone. Claim *****************. GWG immediately deducted $130 for a deductible and $381 until I returned the phone as they were sending me a new phone within 3-5 business days. I called back early June asking why I had not received my phone. They advised they were unsure why no one had contacted me but a phone cannot be replaced and a cheque for $581 would be sent in 3-5 business days. I asked why the deductible was increased from $95(first claim) to $130. They advised it was my second claim. I advised had they not given me a phone with the exact same issue, there wouldn't be 2nd claim. As I waited over the stated time to report that the phone was not working, they were not prepared to do anything for me. My child was upset to tell me there was the same issue with the new "old" phone as the first as she had to wait for her 1st replacement and this caused her anxiety not to be able to reach me at all time which escalates her symptoms It is a back space button issue! There is no attempt at being fraudulent here. It is obviously a phone design issue with Galaxy as I wouldn't set out to destroy my back space button with intent. I stated I did not want a cheque I wanted a phone. I didn't care if it was a Galaxy I would accept another phone of the same design and value. That was not possible. Nor was being sympathetic for my child not to have to go through this yet again. June **** I called back and spoke with ***** about no cheque yet. He didn't understand why no follow up and assured me that he would escalate ensuring a response an also to use ***************. He could also tell me that a cheque was not confirmed to have been issued and that no one had updated my notes sine my call 3 weeks previous. He was great. July *** I called again - I am calling their ###-###-#### line always. I advised I had spoken to ***** who assured me a call would be returned to explain why there was no cheque. I got the same rehearsed speech of apology for volumes and the need to review fraudulent claims and assured a response would come immediately. I advised that I understood that the young lady on the phone was at no fault here. ** I work in a large organization and we serve the public also and I am fully aware of Accounts Payable Departments as I worked in it and know how long it takes to cut a cheque. I know run ***** ********* for my ******* for ********* ****** so please spare me the insult of rehearsed responses and let me know if it is standard process for GWG to not follow what they offer and makes their clients wait months and months for cheques, phones and resolve to issues. She responded that is hasn't been this bad before but it is now due to fraudulent claims. " I sympathize, I really do. I said my claim is not fraudulent, I have the phone and the back space doesn't work and now it is starting not to charge. This should be a quick easy resolve. Don't send me a cheque, send me a phone. I am incurring charges on the deductible for a claim not being plus the $381to ship my phone back, which I will not do like the first claim until I have the assurance of a new phone or cheque. I get a feeling not to trust GWG with apologies and no resolution. July *** *****, Escalation Representative sent me an email to advise "All processing steps have been completed with your claim and we are now waiting for accounting to issue your check. We are working to obtain the status/ETA on your check. When it has been confirmed that your check has been issued you will be provided a check # and the date. We understand the frustration in this delay and we will do everything we can to assist in getting this issue resolved. We apologize for the inconvenience. Your claim will be monitored on a daily basis until we get confirmation that your check has been sent. Your patience is appreciated. Thank you" I was appreciative for the response July *** I emailed re any new yet and the expense to cause interest are concerning. July *** from *****: "We are working diligently on your behalf. Sending requests to accounting asking that your check be sent. Your claim will be monitored on a daily basis until we get confirmation that your check has been issued and sent. Holding onto your broken phone does not guarantee a time frame on your check. To avoid further interest charges I would recommend that you send it in so that the hold can be refunded. We are unable to refund until it has been received." My response back was there wasn't issues like this the first time and the phone is in hand so there is no fraud here. No response back from that. July **attempt to email again asking why this is taking so long. July ** same response back from ***** that this is just due to fraudulent claims. Again I returned a response saying "I have the phone in hand that I am prepared in good faith to return as soon as my cheque arrives. No responses are coming at all now. July **** I called instead of emailing and asked to speak to someone higher than ***** who keeps giving me the same response. I don't want the same response. I just want a new phone as promised by the warranty I purchased for a measly $100 which I am not out of pocket for $600...this is just ridiculous. Please ask someone to call me. No call returned. Aug * sent an email to ***** to ask for an update. I know there is no hope now. I don't blame ***** or the phone rep. Who knows what is going on with the *******. I tried *************** and my first claim is visible and closed but after 2 months, not a mention of this claim. That tells me a story right there. I went to research on line complaints against GWG to see dozens of customers like myself waiting for cheques, no one is being offered phones at all, and these claims go back a far as Oct 2013 on the site. I am so concerned as the phone now doesn't even charge as it was used given to me to replace my new $600 phone. Also when I asked them when I get the new phone I hope they honor the warranty I have left that will be to April 2015, I was told yes but only if the new phone wasn't an Iphone or Galaxy. Well news to me as I purchased a warranty for a Galaxy phone and that phone needs to be honored until our contract expires. I have a very sick child that needs to be with a phone at all times. She is incredibly stressed aggravating her condition which now infuriates me to no end to see this. I am a single mom and cannot afford this. Now I have to go to ****** and exercise trying to purchase a phone as my term to upgrade is not up. There is another $600 out of pocket I can add to my expenses. The calls, emails, expenses and stress this have caused me, and many others, is really unacceptable Today I called back and ###-###-#### is out of order. This ******* was also just featured on Global news by a lady with the same issue. So if it is making worldwide media attention, and the customer service line is out of order, it is clear to me I really have something to worry about.

Desired Settlement: I am emailing to ask please do something to help get my cheque r which was promised in 3-5 business days. I have the faulty phone to return and there is no intent not to return it or be fraudulent as is the stated reasoning by GWG of why the cheque is not being processed -there are just too many fraudulent claims. This should also have no bearing to issuing the cheque as in good faith I allowed them to charge me $381 showing my good faith and intent to return this faulty phone to them.

9/19/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I had smartphone insurance with the company. My phone is brocken and its very difficult to use. I claimed for replacement phone and as they couldn't provide a phone they offered me $700, in cheque. They charged $400 on my credit card as security to send my Brocken phone back. But my claim is not processed.

Desired Settlement: Please either provide me my replacement phone as promised or $700 cheque. With apology from the agent ***** who was very rude and not helpful.

9/19/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Cell phone replacement warranty sold by ******* ********* Cost $125. Phone dropped and screen broke, called warranty. Global Warranty Group (GWG) directed add.l payment of $75 and send phone. Solicited $200-300 to place on credit card and they will process immediately. I refused. I sent personal check and phone, certified return receipt. They received their add.l money and phone ** July 2014.Waited a week and called them. GWG stated they 'ordered' phone but there is no tracking number, she doesn't know why. She will call me back no later than Friday, ** July 2014. Called again ** July 2014.....GWG stated he would "overnight deliver" phone and arrive on ** July 2014. I advised I was feeling frustrated. I didn't pay a warranty company to be frustrated. Paying for cell phone service which their company will not or cannot replace in timely fashion. ** Jul. 2014 -no phone arrived. Called * August 2014.....basically same response. No resolution obtained - GWG says ".....phone is on order from our warehouse (still) - we are willing to transfer to another person to talk to. TRANSFERRED - same words, no answers why, and still no phone. The person I spoke with on ** July 2014 agreed if I didn't receive phone on ** July that my case deserved compensation in some fashion for their failure to provide my phone in a timely fashion.

Desired Settlement: Refund the $75.00. Send me a NEW- unused phone. Voluntarily remove themselves from the warranty list of providers for *******, letter of apology from their ***. Explanation for their failure to replace phone in a timely fashion - not an explanation that it was someone else's fault. Fire/dismiss their vendor/contractor/employee(s) whom cant deliver on what is already PAID for by this consumer and generally what is expected by most reasonable and prudent people. Train their staff to quit utilizing stalling techniques with customers on the phone. Train their staff to answer questions by the consumer with honest answers and not change the subject, or redirect the conversation to another angle.

9/19/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Company representative from the escalation team has yet to contact me as I have requested on many occasions. The agreement with this company said that they would issue me a replacent phone within a 48 hr period. They were no longer able to get me the phone I purchased so they offered me a cheque on May **, 2014. It is now July **, 2014 and the cheque that was supposed to be sent to me within 7 business days has not been processed by their offices. I have requested a call to resolve this issue from the escalation department as I was informed they were the only department that could handle this issue on numerous occasions and was informed that I should hear from them within 48 hrs. I have also requested via email that someone call me. Still I have yet to speak with anyone. I paid over $200 initially for this program get in contact with me. I have gone and purchased a new phone on my credit card under the impression that these funds would have been in my possession in a appropriate amount of time. I am now getting charges monthly for interest on the amount of $750 and have also paid this company an additional $179 to process my claim. I just want what was promised to me

Desired Settlement: I want the funds that were promised. A call to have a date that they will be in my hands. And if longer then 1 week the interest on the balance.

9/19/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I have an extended cell phone warranty with Global Warranty Group LLC which I purchased through *****************. I made a claim on 05/**/2014 because the power and volume buttons on my phone had stopped working. They accepted the claim and processed it however they were unable to find a replacement for my phone and offered a cash alternative of $350. I returned the defective phone to them and expected the check to arrive shortly after they had processed the phone I had returned. If they are sending you a new phone they ship it with 2 day shipping so you aren't without a phone for too long. The phone I returned arrived at their location on 06/**/2014. I have spoken to them numerous times since then and each time I have been told that the check isn't ready yet and that they will escalate to someone that will call me back. The representative that I spoke to today said that the people they escalated to hadn't even tried to call me back.

Desired Settlement: I just want the check for the money that they owe me in a timely manner.

9/19/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased a phone from a ***** dealer in **** ************, *******. They sold me a Samsung S3, and sold us outside ***** protection from Wireless Protection Program. The phone broke with in the 30 day period and the store refused to do anything about it, they told me i must contact the protection program, which i did. They said i had to ship the phone to them and pay the 100.00 deductable via credit acrd which i did. They recieved the phone with 3 days as i paid for express mailing. I didnt hear back from them and i finally called them and they told me the phone has been discontinued and they would issue a cheque fro 587.00, I have contacted the company many many times and they keeop saying it has to go to escalition and som,e one will call, i have had it escalted 5 times. They finally contacted me via email to tell me they will issue a cheque, which has been over a month. Still nothing, i called today and asked to speak to a ******* and the girl told me they had no ******* to talk to you, and i would have to submit an escalition to find out how much longer. This has been an ongoing battle for over 5 months. The ******* of ***** in **** ************ is no help at all.Cambridge Eloectronicsinc-***** Cornerstone Mall**** ***** ** ********** ************, ******** ************ Account_Number: ###-###-####

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) I would like the cheque for the 578.00 for her phone or a credit in that amount applied to my cell bill.

9/19/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased the Samsung Galaxy 3 phone from ******* and purchased the warranty through Global Warranty Group, as was suggested by *******. I have been paying into this "warranty" for a year and a half since my new contract started. On June ****, my phone broke, I started the claim procedure as discussed. I was to return my phone and upon arrival of my phone, and because my phone was obsolete, they offered me a refund cheque of $550.00 I went out and purchased a new phone, expecting to receive my refund cheque within 48 hours. I call daily and email daily and am told it has been sent to an Escalation Representative and with the high number of claims they have, I have to have patience in waiting. They have no guess as to when I will receive a refund. I logged onto the website today and it shows CLAIM CLOSED. I have emailed in response to this and they said, that it just shows that, but, it's not closed.

Desired Settlement: I would like to have my refund cheque of $550.00 given to me ASAP as I was promised.

9/19/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased warrantee for my Samsung Galaxy S3 when I first purchased my phone which was to cover accidental damage. On May ****, I dropped my phone and the screen broke. I called GWG insurance and they advised that it would be a $95 deductable and that they would have to put a $381 hold on my credit card until they received my old damaged phone. I paid the deductable, put the hold on my card and sent in my phone. I hadn’t heard anything for a few days, so I called back and they said that they couldn’t replace my phone and would send me a cheque. They did receive my broken phone and gave me my $381 back. I have been waiting since for the cheque I was promised. I have contacted GWG a number of times and have been told that it is at accounting and that a cheque would be sent. I asked to speak to someone in accounting to let me know how long it would take, so they put a note in my claim. I have yet to hear anything. Every time I call, they tell me that it has been escalated. I never receive a call back and haven’t heard anything from them.

Desired Settlement: I simply want to receive the cheque I was promised.

9/19/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Broken phone was sent on January ****, 2014. Insurance was purchased with phone in August 2013. It has been over 6 months, no progress with company. As stated before my Samsung Galaxy S4 was broken on January ****, I sent it to ProMobility Inc on January **** along with the required payment, phone cord etc. I was told with purchase of the phone that I would simply have to send the phone in and then I would soon after receive a new one, unfortunately the model of my phone was not able to be purchased for some reason and they offered me a cheque of $700.00 - the cost of the phone, I was promised quick and efficient service, and that is not what I have received. I don't have alot of the information required here because they have been on contact with me so little, they never give me any updates, I told them a month ago I would be in contact with the BBB and they have not done anything since this time, I called this morning and I am told the same thing that I was told on the first day "they will escalate my claim and have someone call me" I have yet to receive a phone call from the business. If you require more information to go further please let me know and I will be in touch with them again and get any information you need.

Desired Settlement: All I am looking for from this business is what I was promised and frankly - what I've paid for, I have bills and I work and I need a phone that is fully functioning for personal and business purposes, to me over 6 months to send a cheque is not asking too much, speaking with this company is exhausting as they never have any detail about your claim, they cannot tell you an estimated waiting time, they cannot give you a phone number of the company who processes the cheques, and they cannot pass y

9/19/2014 Problems with Product/Service | Read Complaint Details
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Complaint: My grandson bought extra insurance on his Samsung cell phone. This insurance was for a replacement phone if that was unavailable then the money to replace the phone. We were contacted by email stating our new phone we enroute back to us. That we should receive it within 3 business days. When this did not happen I 0phoned the company to be told that they were unable to replace the phone and would we except a check I informed them that we would. They told me the check would be issued right away. That was back in May. We are now entering August and we still have not received a check. Phone calls every week have only resulted in them telling us the check has not been issued. They can not give us a date as to when it will be only that we will eventually get it. I have asked for the head of the company to contact me by phone but my request has been ignored. They will not give us any answers.

Desired Settlement: We would like our refund asap.

9/19/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I was sold a Global Warranty Group by Rogers Communications when I purchased my cell phone less than 2 years ago. This warranty had cost me $170 and covered the cell phone against any type of damage and loss. Just recently my cell phone became defective and I contacted the GWG to see what could be done. They agree to replace it. They mentioned that they have to charge my credit card before they can ship the new cell phone and the charge would be reversed once I send in the old cell phone. I agreed. No cell phone came for two weeks and they had already charged my credit card, $699 for the new cell phone and $179 deductible. After 2 weeks of waiting I called back and asked where the cell was. I was told that they could not replace my cell but they were going to issue a cheque for $850.00. They also told me they will not reimburse the deductible but reimburse the $699 charged for the new cell. It has been over 3 weeks now and no charges have been taken off my credit card and I have NOT received the cheque for $850. When I call in to ask, they keep telling me that the cheque is being issued. I have not been able to talk with any manager but the reps only. I feel that I had paid good money for the warranty that I bought willingly and how they are handling the situation is totally unprofessional and unethical. Companies like these should not be allowed to operate under unethical conditions.

Desired Settlement: I would either like a replacement for the cell phone or enough cash to buy the same phone. I understand that Iphone 5 has been discontinued and therefore, they should be able to provide enough cash for Iphone 5s. They should also be calling their customers back to resolve frustrations that they are causing.

Business Response: cancelled claim and refunded hold/ded on 7/**/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 cancelled the claim because GWG refused to send me a cheque for $850 to cover my charges made to my credit card. Actually, the charges were $179.99 and $699.99, which are more than what they were going to reimburse me. I still have not received any money yet and therefore will notify you when and if I receive my reimbursement on my credit card. Additionally, they are not honoring the warranty and I have a defective Cell Phone that will cost me over $850.00 to buy. I tried to get a hold of the Wireless Protection ******* ******* at GWG, *****, (###-###-####) to speak to her about this but her assistants will not allow any calls through. If the money GWG owes me is reimbursed onto my credit card, there is the issue of interest that will be put on the balance as well. 

Please keep this complaint open till I get back. 

Thank You
***** ***** (###-###-####)

 

 

 

 

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


Sincerely,

***** *****




 

Consumer Response: The Global Warranty Group has not reimbursed my $879.00 as of Aug. *, 2014. I have closed the complaint because of no action. I am still waiting for reimbursement.

9/19/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchases a iphone 4s and the GWG warranty. The made a claim on the phone as we had accidentally broke it. The claim details on the agreement states"If the exact model is not available, you will receive equipment of kind and quality in terms of features and technology. All replacement equipment is Class A remanufactures or New." GWG didn't have any replacement iphone 4s available, so they would only offered to provide me a check for $600 and no phone replacement. I tried to escalating my concerns, but CWC escalation team would not talk to me in person. A replacement iphone 4s from my provider is $650, and the contract stated that they should provide a replacement alternate device (iphone 5S). My claim with GWG has dragged out for over a month now with no resolution. I have since had to acquire an alternate phone on my own,

Desired Settlement: Iphone 5S and/or refund insurance $$ paid

Business Response: Customer called GWG on 7/**/14 asking to cancel the claim and refund the hold and deductible.  We refunded the hold and deductible on 7/**/14.  Please allow 3-5 business days to reflect that refund on cc bill. 

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 a replacement phone as stated in my insurance contract with GWG (They would only provide a $$ about that did not cover the cost of a replacement device).  I wish to receive a full $$ refund of the insurance that I purchase from GWG

 

 


Sincerely,

***** *****




 

9/19/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Purchased a Warranty for Samsung Galaxy 3, phone number ###-###-#### (this is no longer a working number-so it is not personal information) in my son's name , ****** *******. In February, 2014 phone was smashed, we phoned to make claim and were required to provide a $200 deductible plus the cost of the replacement phone immediately, and advised a replacement phone would be delivered in 24-48 hours. We were instructed once they received the damaged phone the cost of the phone would be reimbursed. (which it was) We waited ten days an no phone arrived. When we called they stated that they had sent a text to the phone (which was not working and had been mailed away) to advise that the phone was out of stock and they would be mailing a cheque for $576 U. S. funds instead. WE have been waiting ever since. I have made several phone calls to their customer service centre and an repeatedly advised that the cheque is being processed, and that they can escalate my complaint. I have repeatedly asked to speak to a supervisor or someone in accounts or management, but have been repeatedly told that is not possible. I went to the Telus Dealer where the warranty was bought, but all the assistance they would give me was the Global Warranty Group customer service number.

Desired Settlement: Payment of minimum of $576 I also believe that interest should be paid on tis amount, as my son is required to pay interest on his outstanding bill with *****

9/18/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I lost my phone last year and claim was made in October/2013. Since then I have provided them with the police report and I have paid the deductible amount as well. Phone was bought for 750$ plus taxes. When I made the first call they said I'll receive the phone within seven business days by taking 100$ deductible amount. I waited for a week and didn't receive anything. Then I called them again and they said they don't have the phone in stock and instead of sending a phone they will send me 700$ cheque within a month. I waited for the check and didn't receive it. Since that time it's July/2014 and I have not received a cheque. Whenever I call them the representative will send an escalation to accounts department and will tell me to wait as I can't file another escalation within 48 hours of time. The representatives don't have anything to tell me every time I call and they don't provide me an inbound phone number for accounts department. Since I made a claim I received a call from them in February/2014 saying that there was a delay in sending checks and my check will be sent with March/2014. I have not yet received a cheque.

Desired Settlement: I need the claim cheque to be sent to me as soon as possible.

9/18/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I boght replacment insurance plan on my cell. Now they claim they dont have repacment phone and are offering cheque for 1/2 value of the phone. When I purched this plan, I read through the fine print. It stated that the phone would be replaced with a new phone of the same kind. If that was not avalible, they would offer a phone of equal value to purchase. The phone broke, and they are offering me a cheque instead of the replacement, as my phone is not avalible anymore- which is against their contract. The cheque that they are offering is for $400. The phone was insured for $800... they tell me that the amount in nonegotibale. This will not allow me to purchase a replacment phone equivalent to the one that was insured. They charged me 100 for the plan, then 100 for the deductable... This is not accepable in any way shape or form. They have also placed a hold om my credit card in the amount of $381 until they recive the old phone back, of which they do no supply shipping. This is also not accepable.

Desired Settlement: I would like the full amount of my insured phone back. The cost on this phone was $800 and that is what my paperwork says it was insured for. I would like them to properly repersent the policy in the future as well.

9/18/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I purchased Cell phone insurance from Global Warranty Group via a Rogers Authorized Dealer located at *** ********** ****** in **** ***** in ******* *******. The agreement stated that they would replace my iPhone 5 should I lose or damage. In OCTOBER 2013, my phone was not functioning properly so I contacted Global Warranty Group through Rogers to inquire about replacing it. They assured me that all I had to do was pay the deductible and send in my phone and they could then replace it with an iPhone of equal or higher value. However, only after I paid the deductible and sent in my phone did someone contact me informing me they no longer have any iPhone 5's in stock. What they suggested was that I buy a new phone and they would then send me a cheque valued at $699.00. I asked how long it would take to receive the cheque and they said that it shouldn't take long. It is now JULY 2014 and I have yet to receive the cheque. I have contacted customer service at least 15 times and they continually tell me that they are working on it. They have even told me that someone will get back to me within 48 hours to further discuss the matter but I have only received a call back once. During this phone call (that took place July *, 2014), the gentlemen who I spoke to told me they are sending the cheque within one week. It has been two weeks and the cheque has still not been sent. To make matters worse, I am a student and require this money to pay for my rent and groceries.I feel like I have been treated horrifically by this company and that I am completely being taken advantage of. This needs to be dealt with soon as I am struggling financially and cannot wait another year before they send me the cheque.

Desired Settlement: The cheque needs to be sent to me by the end of July latest. If this is not possible, I would like a phone call within the next week telling me exactly when I will be receiving this cheque and the cheque must be delivered by the date specified. If any later, I believe I am entitled to an additional settlement.

9/18/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Made a claim with GWG at the end of May 2014 for a cellphone. They then informed me that the only option available to me was to accept a cheque for $550 since they were unable to repair/replace the cellphone. I have now been waiting for them to "process" this cheque and mail it. They are unable to provide any more information other than it is being processed at this time. Despite several phone call attempts. The insurance was purchased through a local cell phone dealer called jump dot ca. They already received the "deductible" from our credit card even before they would start the claim.

Desired Settlement: To honor the terms of the warranty so i receive the payment that they promised.

9/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: At the end of May, 2014 I cracked the LCD screen on my Samsung Note 2 cell phone. I filed a claim with the Wireless Protection Program immediately and sent my phone, charger, and battery, as instructed via Priority Post to the office in ******** ***** **. They received it within 2 days and debited my credit card with the deductible ($95) on June ***. I was told by the customer service rep on the phone when I filed the claim that the turn around time on repairs would be within 5 - 7 business days. I didn't hear back from anyone and after waiting for 7 days I phoned the company again inquiring as to where my cell phone repair was at. The customer service rep told me at that time that "Oh, someone was going to email you to tell you that your phone can't be fixed and that they were going to send you a cheque for the replacement value" I was a little irritated at that time as after 7 days, someone was "going to email me" with that information and hadn't yet. I confirmed with her over the phone the replacement value ($600) and she said she would expediate it to accounting and have them send out the cheque within 5 - 7 business days. I asked if they could re-credit it to my credit card for faster service and she said that would not be possible. I waited another couple of weeks and didn't receive anything so I called the company again. I spoke with the same customer service rep, and she told me again that she would send another memo to accounting and tell them to expediate the cheque as I was now well into a month of not having my cell phone. AGAIN, I waited. I called again on the **** of July and spoke to another customer service rep. He told me that he would send a note to accounting and ask that they expediate the cheque. We had a fairly lengthy conversation, and he told me that "they were not prepared for the turn around in technology and that they were 'writing cheques everyday' trying to get caught up. I am not that interested in whether or not the company was prepared or not! I sent my phone in paying an extra amount to have it there within 2 days, paid my premium and my deductible! I told him that I understood that he was only a customer service rep, and I asked to speak to someone in accounting. He told me he couldn't give out that information. I expressed to him that I was now 44 days without my cell phone, which I use for my business, as well as still paying on a monthly contract! AND I do not have my cell phone, or have I received a payment so I can pay out my existing contract and begin another one. He could only tell me that all he could do was "send a memo to accounting and tell them to expediate a cheque. He also told me that someone would contact me by Tuesday July ****. It is now Sunday, July ****, and I haven't heard from ANYONE. I am 68 days without my cell phone, or payment cheque, and I am a little ticked off to say the least. It is not my issue that the company was not prepared for "the fast pace of technology turn around". I wasn't prepared either to hear that my Samsung Note 2 was considered old technology at 16 months old! In good faith, I paid my premium, my deductible, and sent all the required hardware to the company within the required 10 days after filing my claim. I was assured by my service provider that the Wireless Protection Program was a very good company to deal with. I am very disappointed that I am now almost 3 MONTHS from resolving this issue. I have been out in the field working since the **** of May without my only communication tool and no resolve to the issue.

Desired Settlement: I would like to have the check sent IMMEDIATELY via overnight courier, or priority post, or however they need to get it to me so I can resolve this issue with my cell phone carrier

9/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a warranty for my handheld device through rogers from a third party company called the global warranty group for the amount of $150.00 cd. The warranty included a replacement phone for lost, stolen, and defective phones. I reported my phone stolen about a month ago and the agent told me that they did not have a phone in stock so in compensation they would send me a cheque in the amount of $700.00 cd. in the next 5-6 business days. I have not recieved anything and it's been a month also, over the month i have called numerous times demanding to talk to a ******* and they said someone would call in a day or two but i still haven't recieved or heard anything from this company. Product_Or_Service: Samsung S4 Galaxy Account_Number: *****************

Desired Settlement: DesiredSettlementID: Replacement i would like the cheque we agreed upon in the amount of $700.00 cd in compensation for not having the phone i claimed in stock.

9/18/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I had a warranty plan for my Samsung Galaxy S3 from this company that would replace the phone for damages. I opened my claim on May *, 2014 and sent in the phone on May **, 2014. I had to call them to ask about the status of my phone and they said that they had no more Galaxy S3 in stock and would send a cheque of $578. I have escalated the issue to their accounting department and received an email reply on June **, 2014. I then sent an email to that email address on July *, 2014 and have yet to wait for a reply. This is taking far too much time and would like the cheque as soon as possible and a reply on the status of the cheque. The company is able to receive a deductible and a deposit through credit card and also able to put credit into your credit card, but I do not see why they cannot deposit the reimbursement the same way as well.

Desired Settlement: Send my promised cheque.

9/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Cellphone Warranty - I submitted a claim on 5/2014 (claim # *****************) regarding a broken Note2 Samsung phone. Global Warranty Group (GWG) per contract was to send a replacement phone within 3 working days. I was told to expect the phone in the mail shortly and when received to mail by broken phone back. I charged $75 at the time the claim was submitted as part of the warranty. After two weeks the phone had not arrived so I called GWG back to inquire. I was told a suitable replacement could not be found and the GWG's final offer was a check for $575. I was satisfied with this resolution although inconvenienced by the delay. I was told the check would be sent immediately. 30 days after the initial filing, I called again to follow-up on the status of the reimbursement check and was told that accounting was processing my check and I would receive it shortly. I also called specifically to ask about whether I would be charged the fee for not returning my broken phone within 30 days. I was told I would not since the reimbursement check had not been sent. Two days later, I found a $300 charge on my credit card. 60 days after filing, I emailed again asking for an update and have received no further communication. During the past 60+ days, the $75 and $300 charges have remained on my credit card and I have been forced to find a replacement phone costing me $200 not including the lost time and transportation. The GWG has failed to deliver on their contact in a reasonable timely matter has charged me $375 in the meantime.

Desired Settlement: $300 + $75 + $575 + $200 = $1150 Check in my name delivered within 14 days.

Business Response: check #***** for $550.00 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 have determined that my complaint has NOT been resolved because:

The business has not removed the $375 charge placed on my credit card.

 

 

 

 

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


Sincerely,

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




 

9/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On approximately March **, 2014 My son accidently dropped his cell phone. The screen broke. I phoned **** ********(where we bought the phone, Samsung Galaxy Rugby LTE) They instructed me to contact Global Warrenty Group to file a claim. I did so. They recommended that I send the phone to *********** ***. ** **** ******* ******** ***** ******** ****** *******. Ihave a receipt from Canada Post stating that it was shipped on March **, 2014. I spoke to GWG on March ** or ** and confirmed the phone arrived. Since then I have made numerous phone calls trying to determine when the cheque for my claim will be sent to me. Each time I phone all I am told from the Customer Service people is that they will esscalate my request. I have also requested to speak to a supervisor or manager; and was told all they could do was transfer me to the Advanced care team but they have the same information as the ones I was talking to. It is now going on 4 months and I still have not received payment on my claim. I don't beleive this should have taken so long.

Desired Settlement: Being that this claim has been outstanding for this length of time; I would like to see a prompt refund check. I am hoping that you are able to help me with this matter.

9/18/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Additional warranty was purchased with my cell phone. When I made a claim, I was informed my phone was no longer available and I would be compensated with a check fo $550 CAD. I was also told at this time I had 30 days to send in my broken phone which would be plenty of time to receive the check and that a reauthorization for $381 CAD would be put on my credit card and the charge would not go though until Day 30 if the phone was not received back. The full amount was charged to my card on June *, the day of my claim. I have been calling repeatedly since around the **** of June. I am told over again I will receive a call back in 1-2 business days. I have received no calls. I have had my file submitted to the escalation department every day and still no advance. I am now out over $500 CAD plus am owed the $550 CAD.

Desired Settlement: I am requesting the $381 CAD be credited to my credit card. I would like the $550 CAD in the form of a check for replacement of my broken phone.I would like my $130 CAD deductible refunded to my credit card as I paid for a service I did not receive within the terms and conditions of their contract.

9/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: It was explained to me that I would have to wait a short brief time before I would receive my check for the phone they cannot replace my issue is it's been escalated for two months supposedly waiting in their accounting department but nobody can give me answers to when or why this is happening. I was very compliant and paying my deductible and following all procedures that they asked me to complete I've been paying $125 a month for phone line that I cannot use. Product_Or_Service: RIM /9900/ Account_Number: ###-###-####

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) The settlement that I would like is the $600 so they offered me plus refunding of my deductible. I've been patient and I cannot be patient no longer. The only reason I excepted their offer of the money was I thought I was getting a timely check to replace that handset that they could not replace. Being that I'm tied into a contract with Rogers I've had to maintain my monthly payments with them at a cost of $125 a month with no handset to

9/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Global Warranty Group claim I called Global Warranty Group regarding a claim I wanted to make on a Samsung Galaxy S4 at the end of April (**** I think). I was told I would be charged the $95 deductible which was on my credit card May ***. They were going to send out a new phone in 24-48 hours and I had 30 days to send in my phone. When I did not receive the new phone I called. They said they were unable to find another S4 and offered me a cheque for $700 to replace mine. It is now July **** and I have received nothing. I have made several calls and was told someone in accounting would call back and they have not. They told me that cheques take a little longer but they are processed every 3 weeks so going by that I should have had it by now.

Desired Settlement: I would like the cheque for $700 as promised as I have already purchased a new phone.

9/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a cell phone warranty managed by Global Warranty Group. ID No. *********, Billing acct no. **********, cell phone no. ###-###-####. The original cost of the plan was $120 plus a $75 deductible when I used the warranty. My phone stopped working so I called to make a claim in early March of this year. The came back and said there was no replacement available for my phone since it was an older model. Instead they offered to charge me the $75 deductible in exchange for a $400 check to go out and buy the phone of my choice. I accepted their offer. They originally said they would issue a check in 2-3 weeks, which at the time i thought was outrageous. On April **** 2014 - i called them back to get a status on the issue. They said the have no update on the refund check. They offered to credit me the $75 deductible for my troubles. My husband and I have corresponded with them multiple times over the phone and email over the past 2-3 months and this had gotten us no further to receiving the promised $400 refund check, nor the $75 deductible being returned. I would like to receive both the refund and deductible check back. I have additional email communication that this BBB website is not allowing me to add to this message.

Desired Settlement: I would like to receive both the refund check for $400 and deductible check for $75 as promised.

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

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 was also promised  that my $75 deductible be refunded as well.  Once I receive a check for the $75 I will consider this issue resolved.
Thank you.

 

 

 

 

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


Sincerely,

****** *****




 

9/18/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I filed a Claim on **** of May,2014. they did not had Replacement for phone, so they offered me a Cheque of $650. the cheque is under process since *** of June 2014, today it is *** of July and I did not receive cheque yet. whenever I called them they always says they do not any information when they are going to deliver the cheque.

Desired Settlement: they should provide me the information that when they are going to issue me the cheque. because i need to get my phone. and the action should be quick because am waiting from last two months.

9/18/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased insurance on my daughter's phone from GWG and after about a year the phone was damaged and eventually stopped working all together. I contacted GWG and they said to send the phone in with a 100$ check. I sent the phone,charger and battery as requested with the check and contacted them after tracking it to see it was delivered. I phoned them on June *** and they said that they did not have a replacment phone but would send a check for $550 to replace it. I agreed and that is when I looked up the company and seen that people have been waiting about to a year for their checks. I have been calling every couple days since June *** asking when this check will be sent and they say they do not know and someone will call me in 24 to 48 hours. It has been 5 weeks now and no one ever called me and I have had to start a contract on another phone to replace the one that I sent them. I need this check badly and have done everything in good faith.

Desired Settlement: I just want the check for $550 they have promised sent right away

9/18/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I am among the people who have been scammed by this company and not received a settlement of $650 for a phone they cannot provide me with after paying a $150 deductible and original cost of warranty inception. Zero answers, zero customer service, horrible business ethics. Have been waiting 2 months, still nothing.

Desired Settlement: Send me the cheque which I'm owed so I dont need to deal with this anymore.

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

Still no check arrived, now 1 week after date "sent" by company.

 

 

 

 

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


Sincerely,

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



 

9/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I put in a claim for a new cell phone as my battery was no longer holding a charge, I sent in my old phone and paid my deductable, I was informed that my phone was longer available for replacement and was told I would receive a cheque in the amount of $475.00. It has been 2 months since I began my claim with GWG and I have yet to receive my cheque. I have spoken with their complaint resolution department and emailed there Customer service department twice only to be told the accounting department are the only ones that know if the cheque has even been prepared and mailed and I keep being told that they will contact the accounting department and have my cheque processed however it has been two months and I have yet to receive my refund. For a company that boasts "our claims department will do everything they can to ensure you are not without one of your most valuable assets any longer than necessary" to be an unacceptable wait period. I would much appreciate your assistance in this matter. Thank you

Desired Settlement: To receive my refund cheque in the amount of $ 475.00

9/18/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Hello, My cellphone which is covered by a warranty against malfunction damage and theft from Global Warranty Group, LLC. My phone stop functioning and I filed a claim on the 05/**/2014. I sent in my phone for either repair or replacement. Phone was received and processed by the GWG in early June. A replacement was supposed to be sent however due to non-availability of stock, a 700$ cheque was offered. I agreed to the terms. I did not however receive any check up until today the *** of July. I called and was told that the cheque has been issued but hasn't been signed yet. This delay is unacceptable specially that they had promised initially a fast replacement. Thank you for the help

Desired Settlement: Please release the cheque promised so I can buy another phone. thanks

9/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: $578.00 to cover the cost of the lost cell phone

9/18/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On June **, 2014, I incurred water damage on my Samsung S3 Mini phone. The following day, I began the process to submit a claim to obtain a new phone, which would be covered under my 2 year global warranty through the Global Warranty Group in ***** ****** **. It was at this time that we have entered over a two week nightmare of back and forth communication, as well as, atrocious costumer service with the stated company. We began the claims process with the Global Warranty Group on Monday, June **, 2014. It was at this time, I was instructed by a representative of the Global Warranty Group to send in my damaged phone, with the e-mailed pre-stamped label, in addition to pay the $100 deductible that was a part of my warranty plan. My wife and I mailed out the damaged phone the following day, June **, in which I was told a new phone would be "overnighted" to me on June **. Yesterday, July *, my new phone, was still sitting in the Global Warranty's Group's warehouse, as it had been for the past three days. I was forced to call the Global Warranty Group and put a stoppage on the delivery of my new phone, as we are moving to a new address this upcoming week. I was concerned that the package containing my new cell phone would be delivered to an address that I was no longer living at, adding to the delivery delay, which has already added to the nightmare of receiving my new phone, which is covered under our warranty. I am a journalist for a major newspaper in the area, and rely heavily on my cell phone for work. It provides easy access for collegiate and professional athletes to access me throughout the day, and allows me to conduct interviews over the phone, or set up lunch/dinner meetings with business colleagues. It has been extremely difficult, as well as, extremely inconvenient to have one phone between my wife and I, as my wife is also a working professional in need of a cell phone. My wife and I have both contacted the Global Warranty Group several times throughout the time that I have been without my phone, each time receiving little to no help, and in one instance, being told that, "it's only been a week, I'm not sure what you're worked up about." We have also been placed into a back and forth debacle between the Global Warranty Group and UPS. My wife had a conversation with the Global Warranty Group the day of July *, 2014, in which the customer service representative admitted to my wife that the cell phone package was still in their warehouse. She was then instructed by the Global Warranty Group to call UPS, as this was a "matter on their end." Following our phone conversation with the Global Warranty Group on July *, 2014, we called UPS to open an investigation on the delivery of this package, in which I was told that a label had been made on the end of the Global Warranty Group for the delivery of my cell phone, but had not been given to UPS for delivery. When I bought my new phone, on February *, 2014, I paid an upfront fee of $150.00 for the 2 year global warranty. So far, this warranty has failed me, and has caused me to continue without a cell phone. This has greatly affected my business affiliations and work schedule, and have caused un-needed stress for both myself and my wife. We would like this back and forth to end as soon as possible, and would like to have this nightmare end with the solution that we have suggested below.

Desired Settlement: I would like to have a new Samsung S3 Mini cell phone overnighted to my new residence, which the Global Warranty Center has on file. With the purchase of the 2 year global warranty, I am entitled to a new working cell phone in the event that something happens to the cell phone that I currently own. We followed the process that the Global Warranty Center laid out, but was never granted a new phone in a timely manner, and in the manner that was laid out for us at the beginning of the process. My hand was forced to stop delivery of the package because of the timing of my family's upcoming move, due to the negligent delay of the original request put forth by my claim with the Global Warranty Group. Additionally, when I stopped the delivery of the package on July *, due to my upcoming move, I also requested to have my deductible refunded. I was told by one of the many different representatives that I talked with, that my deductible would be refunded within 3-5 business days. I will be looking forward to receiving this refund, and would hope that the new cell phone that I requested be overnighted free of charge. With that being said, I would like the outcome to involve an overnight shipment of my new cell phone to my new address as soon as possible, and free of charge. I would also like to be refunded my $100 deductible that I paid, within the time allotment that was given to me by the Global Warranty Group's representative on July *, 2014.

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

Consumer Response: 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 Whom It May Concern:

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

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

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

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

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

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

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

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

Sincerely,

**** ******




 

9/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On approximately April *** 2014 I had called to activate a warranty and paid the 130 premium to collect the warranty and they were suppose to send me a brand new Samsung galaxy S3 within 14 days of the payment of the premium being accepted. Approximately 1 month went by and i did not receive the phone so i called to complain and they said that the phone was discontinued being made so they will send me a check for a little bit over $570. I asked how long this will take and the lady said to me about 14 days which was not a problem. about 1 more month went by and i did not receive the check so i called to ask what is going on with it and they said they were backed up on signing checks in there accounting department so i asked to speak to someone in the accounting department and they said we do not have the number for the accounting department we have to send an escalation notice and they respond in 1-2 business days. so 4 days went by i called back because they did not call me back and the accounting department never replied i have tried several times to get an answer and they keep giving me a run around and not telling me why i have not received the check. it has been over 3 months of waiting for my check and i still have not received it to date. Something definitely has to be done about this companies false advertising, breach of trust, and lack of proper business ethics.

Desired Settlement: After all the hassle that i have had to go threw trying to receive the warranty i paid for I believe that I am entitled to an apology letter, also the original amount promised of a little bit over $570, and i would like to be reimbursed for the wasted time i spent of the phone trying to collect what is owed to me, and i believe i should receive the premium of $130 that was already paid to the Global Warranty Group Company, and finally I believe I should receive a minimum of 10% monthly interest for the hassle and wait that this company forced upon me when i was told this would be resolved in 14 business days and it has been over 6 times the wait that it was promised to be sent in.

9/18/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: STill waiting for check. please assist ###-###-####

Desired Settlement: 700

9/18/2014 Delivery Issues | Read Complaint Details
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Complaint: when i bought my cell phone through bell canada last year (2013) i purchased an additional year warranty with this company for $100. on may ** 2014 i contacted the company to make a claim regarding a broken cell phone they told me that i could put a hold on my credit card for $381 that would be refunded after they recieved my cell in the mail and a deductable of $95 i was told that i would get my new phone in 24-48 hrs. after 2 days went by i called them and they told me my phone was out of stock and would i except a cheuqe for $580 instsead i said yes. it is now july * 2014 and i still have not received any money from them i have called them every week and first was told it was on its way and all calls since i have been told its "processing" i have also been told that my claim was sent to "esculation" and that i would recieve a call in 1-2 bussiness days the last time being on june ** no one has since called me and it is now july * 2014 i have also had to go out of pocket to purchase a new phone as my old one is not reliable

Desired Settlement: at this point i want my $580 cheque and i would also like the $381 taken off my credit card it would also be nice if they gave me the $95 deductable back since i have been dealing with this since may ** 2014

9/18/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased their extended warranty through their website , on 4/**/2014 i file a request for a new phone due the camera of the phone was broken , they told me they couldn't replaced because it was a HTC One Developer Edition instead they would send me a check for 600$. , I agree and they charged me the 75$ dollar deductible and told me that once they received my phone it could take a couple of weeks , this was back in 4/**/2014 since then i have call , email their Customer ********** ******* * **** ********* ** *********** ***** ********* ******** ***** ********* ******** *** with no response

Desired Settlement: I would like them to fulfill their part and send 600$ check as promised with a tracking number , i waited over 3 months for that check already.

9/18/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I filed a claim for my lost phone on January *, 2014. I immediately paid the $179 deductible to receive insurance services. I chose to receive a payment of $550.00 instead of having a new phone sent to me. Choosing this option was after some back and forth between myself and customer service trying to find out what my best options were. Customer service did not get back to me within 1-2 business days as promised and I had to call them back to find out my options. When I finally decided to receive a check, I waited for weeks before calling and asking for the status. I was told that the accounting department was still processing the check and that someone would get back to me within 1-2 business days to let me know the status. I never received a phone call or email. I called back several times over the span of a few months and was told the same thing every time. When I asked for a Customer Service supervisor, I was told there was no one higher up then the call center representatives. I wanted to be transferred to the accounting department and the Customer Service Representatives told me there was no way to reach them, that even they did not have the phone number for the accounting department. So I wondered how they communicated or if this accounting department even existed. I sent an email to *************************************** to complain, and even after following up, no one acknowledged my email. I called Customer Service again and asked for a copy of the terms and conditions of the insurance agreement, in case there were any provisions that clearly stated how long the company can take to distribute payment. I was told that my ******* provider should be able to give me that. The ******* provider did not have a contract on file and told me to call back. There was a bit of back and forth and finally another Customer Service representative told me they would put in a request to send me the contract. So first they could not provide it, then all of a sudden they were going to email it to me. In any case I never received it and planned to call back to obtain a copy. I finally received the check over the weekend, the weekend of June *****. The voucher on the check was dated 1-**-14 and the check was dated 4-**-14. I cannot figure out what could have taken so long between 1-**-14 when the transaction was clearly approved to 4-**-14 when the check was written. It seems like negligence. Also, I cannot figure out what took so long in between the check date of 4-**-14 and the date I received the check in the mail 6-**-14. I was short $550.00+$179.00 in my account and overdrew that month. I was charged a maintenance fee and an overdraft fee from my bank. None of this would have happened if I received my check within a month's time. I think a month is plenty of time to process a check. The IRS processes millions of returns every April without much delay.

Desired Settlement: I would like a copy of the insurance contract with the terms and conditions. Please have it emailed to me at ************************. I would also like a settlement amount of $50.00. When I was charged a $35 overdraft fee and a $15 maintenance fee from my bank, it was solely because I had paid a $179 deductible, and purchased a new phone, both of which a $550.00 check would have taken care of had it arrived in a timely manner.

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 have determined that my complaint has NOT been resolved because:

I asked for $50 compensation for the fees I had to pay due to not receiving my check in a timely manner. The voucher date for my claim was 1-**-14, so I do not understand why the check date was 4-**-14 and the date it was sent was 6-**-14. I would like $50 compensation for the considerable delay and for incurring fees on my end due to not receiving the check until 6 months after I filed my claim and paid my deductible.

 

 

 

 

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


Sincerely,

****** *****




 

9/18/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: i was told at the independent retailer that in the event that my phone was lost stolen or damaged for any reason that i would be abe to go to any rogers wireless retailer and present my contract and receive a brand new phone. This however was not the case. I had to send in for my phone and pay a deductible which i was also not informed of at the time. when my phone finally did arrive it was obviously not "brand new" and also does not charge properly or at all sometimes. after informing the company of this issue they said they would be issuing me a cheque within in 2-3 weeks. It has now been 4 months and the most correspondence i have received from the company is an e-mail sent sometime in february stating that they didnt know when they could get me a cheque. I now am left with a phone which can barely hold a charge and no money in order to replace the faulty device they sent me. i have spoken with other customers who have purchased the same insurance and i seem to always get the same story in regards to this business.

Desired Settlement: I would like to see that this company has more accountability. I would also like to receive my cheque in the near future.

9/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased an iPhone 5 through ******* and was offered insurance for $180 approximately, that would cover any damages or loss/theft for my phone. The company is called Global Warranty Group. In April of 2014, I filed a claim with Global Warranty Group because I cracked my phone severely. I had to pay another $180 for the deductible and had to mail my phone away. At the time, I did not have a loaner phone because they said it would not take long to replace my phone. A week went by and I heard nothing from GWG, so I phoned them to ask what was going on with my claim. The call center representative informed me they cannot replace my phone and would like to offer me a cheque for $650, which I declined at first because the cost of my phone was close to $800. They told me someone would call me to discuss a price; nobody called. I called back a few days later to inform them that I would settle for the $650, to which another representative told me I would receive that by the end of the month. It is now the end of June and I have yet to have anyone call me to explain why I am not receiving my cheque and every time I speak to someone at the call centre, they simply apologize and say they will escalate my claim. I had to contact ******* about this and they told me their warranty manager would contact GWG, but a month later and they haven't been able to get ahold of anyone. I had to purchase a new phone, which cost me an additional $420. I am broke, angry and extremely frustrated.

Desired Settlement: I would like the FULL $650 Global Warranty Group promised me three months ago.

9/18/2014 Delivery Issues | Complaint Details Unavailable
9/17/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Since I made a claim on April **,2014, I have been waiting for resolution to a insurance claim for a broken phone. I have paid $179 for new phone, plus $699 deposit (pending return of broken phone). After waiting for over a month, I was informed that my phone could not be replaced and they would be sending out a cheque for $600, which in reading, others are getting $650. To date, and several phone calls, where I'm promised someone will phone me within 2 days, I am still waiting either for a phone call or a cheque to arrive. I have contacted the call center at least 10 or more times. Upon speaking to the customer service people, they will not provide me with a supervisor or manager, or give me contact details for their legal department. This has been going since April 2014. I am currently having to pay rental for a loaner phone, which I shouldn't have to.

Desired Settlement: I would like a cheque for the amount of $600 sent to me as promised, or a replacement phone of equal or greater value than the one I made the claim for. Then the refund of the $699 that is charged against my credit card.

9/17/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased an iPhone 2 Year Accidental Damage Device Insurance from ********* on July **, 2013. I called Global Warranty Group (GWG) customer service (GWG handles ********* claims) and filed a claim with on Tuesday, 6/**/14, for my black, 16gb iPhone 4S as it had a cracked screen and was no longer functioning. I was told my replacement phone would ship in 1-2 business days. I paid the $50.00 deductible and authorized a $301.00 hold on my debit card to expedite my replacement phone's shipment to me. GWG's customer service representative directed me to check the following website, ***************************, for updates and currently my phone is not showing as shipped 3 days after I authorized that hold on my card. GWG did immediately charge my card the $50.00 deductible as well as place the $301.00 hold on my card. After not receiving my phone within the 1-2 business days time frame, I called GWG's customer service on 6/**/14 and the representative escalated the claim and I was told I'd receive a phone call with an explanation of where my replacement phone was. I did not receive the promised phone call and I called again that evening and was told by a GWC representative that sometimes replacement phones ship without updating on the *************** website. I then called and left a voice mail for the GWC Customer Experience *******. I then immediately emailed her directly to ask where my phone was and when I could expect it. The GWC Customer Experience ******* replied to my email 9 mins. later telling me they were trying to secure an inventory of iPhone 4s and "We should have an update for you by first of next week." Not only had my phone not been shipped, but GWC did not even have the replacement phone in stock and only hoped to be able to have "an update" at the beginning of the following week, 6 days after I initially filed my claim. It is completely unacceptable that a warranty company has not sent me a replacement phone yet and cannot even tell me when I will receive it until the beginning of next week. I replied to the GWC Customer Experience *******'s email detailing my concerns. I also cc'ed GWC's **** ********* of Operations, ***** ********* *******, and ***** ********* *******. I asked for the following from GWC: a guarantee, with a shipping #, that my phone would be shipped or arrive at my home today, June **, 2014, or that a check in the amount of $595.00, the price I paid for my iPhone 4S, will be sent to me today. I requested that the hold of $301.00 be lifted from my debit card. None of the 4 GWC addressees on the email have responded to me as of 1:00 pm today, Friday, June ****. After checking *************** for an update on my phone and finding no new information, I again called GWG's customer service line at 9:15 a.m. I was then told by the customer service representative that the iPhone 4S were on back order. The GWG rep. could not tell me how long the phones have been on back order or when GWG would take inventory of the phone to then ship me a replacement. At my request the customer service representative escalated my question to their warehouse and she told me it would be 1-2 business days before the warehouse could give me even an estimate of a delivery date. Global Warranty's website (*******************************************) claims "Replacement phones shipped within 24-48 hours" which my situation shows to be misleading at best. The complete lack of answers, returned phone calls/emails, and misleading promises by GWG of an expedited process have left a profound distaste in my mouth for this. I have never received such a runaround on an electronics warranty issue.

Desired Settlement: I want the $301.00 charge lifted from my card and I want a check for $549.00 sent to me immediately so I can replace my 16gb iPhone 4s with an iPhone of the same capacity (Straight Talk is no longer selling the 16gb iPhone 4S, and is only carrying the 8gb iPhone 4s).

9/17/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased an extended warranty/protection plan for our mobile phones from Global Warranty Group (GWG). We filed a claim for a broken phone with GWG. But after paying the deductible, we are told that the phone we want is out of stock; however, we are informed that we will be sent a check to cover the cost of a new phone. We never received a check or a replacement phone from the company. We are encountering difficulty in getting a response from the company about the status of our claim as they keep telling us it is in process. It's been well over a month since this has started and we are still without a check a $550.00 as promised, for the phone. We have since been forced to put out another $500 for a new phone for my daughter along with all the other money we have put out for them. This is absurd!!!

Desired Settlement: We want our cash NOW. I also feel we should be credited to pay our service charge from our phone service provider as we have had no use of a phone for over a month! So to the $550, it would be nice to get our $75 /month for not being able to use the service!

9/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: bought the insurance for my cel phone, and broke it, sent the phone back to them, paid the deductible of 95.00$ and initial insurance cost of 150.00$. they said they didn't have a phone to send me but would write a cheque for 475.00$ a month went by no cheque, I have called for times to ask and complain about not receiving this money, each time they said a cheque is going to be sent eventually but cant say when or why its been delayed and someone would call me back within 24-48 hours and no call was received any of the times. I have already used my own money to replace my phone.

Desired Settlement: I would like to get the amount that I paid for the insurance I paid $150.00 and the deductible for $95.00 returned to my credit card, and the cheque for $475.00 that was promised to me.

9/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sold 3rd party insurance plan through Rogers for wireless device. Plan not explained. Result: countless hours of wasted time and no phone replacement. Three year contract was signed by an agent named ******** at the *** and ********* ****** location. My insurance plan with Rogers was for $199.00 plus tax (in ADDITION to the 3-year service plan which was valued over $3600.00). This was all paid for monthly through my TD VISA. With the purchase of a Samsung Galaxy S2, I was sold a protection plan (not knowing it was a third party insurer). I was lead to believe that my phone could be lost, stolen or damaged as many times and would be replaced instantly by Rogers. A year later (Mid February 2014), my phone was stolen from an establishment. After countless hours of speaking with a Rogers representative, it was brought to my attention that the only way I could deal with my situation was through Roger's third party insurer. Late February, I started making my claim through this third party insurer. After being told that my phone was no longer in production/available - the only option given to me was an offer of the amount/value of the phone at the time of purchase. After three weeks with no phone/and continuing to pay my $100+ rogers bills on a monthly basis - the situation stood at me being told that I would be sent a cheque of $475.00 plus HST (the value of my phone at time of purchase). This offer, I was not happy with from the start given that all the available phones which were offered to me instead of my Samsung Galaxy S2 were over $800.00. As a result, I was forced to purchase a refurbished phone for approximately $500.00 (all I was able to afford). I only agreed to these terms because I was told that I would be receiving a cheque within 2 weeks for $475.00 plus HST as well as a refund for the 3 weeks of my unused Rogers plan. Since then, I have been carrying the $500.00 refurbished phone charge on my credit card which has accumulated over $100.00 dollars in interest charges (I just paid this off in full this week and still have not received my refund/cheque from Rogers third party insurer). In addition, a $10.00 monthly fee was added to this plan to protect this new refurbished phone. Over the past 4 months, I have made numerous attempts (10 times) to contact this company and escalate the situation. Each time, an agent or their manager told me all they can do is enter my complaint into their computer system (which they said would escalate the complaint to speed up the process in order for me to get my cheque). Every single phone conversation took over 2+ hours (the majority of the time on hold or being transferred to someone higher) - only to be told the same thing. At this point, I am beginning to question whether Roger's third party insurer are even a legitimate operating business. I have completely given up with this third party insurer as I have no more time to waste. I now hold Rogers entirely responsible for this situation based on the poor sales agent who did not follow proper protocol when setting up my contract. If my settlement is not met, not only will I be cancelling my service with Rogers - I will be escalating this situation to a higher level. I really hope that somehow Rogers can change my negative perspective/experience into a more positive one by meeting my settlement.

Desired Settlement: My minimum settlement is for the promised $475.00 plus HST cheque as well as the $100.00 interest and the refund of my missed 3 weeks Rogers plan due to not having a phone. I also require the $199.00 for the third party insurance which has been proven to be inefficient (I am currently STILL paying a $10 monthly fee for this refurbished phone that I am not happy with). If this minimum is not met, I will be taking this matter to a higher level (with Rogers and it's third party insurer) where I

9/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: -experienced inconvenience because they fore-sealed contract without a notice, took over a month for them to recover my contract, while no response was received from them. -requested a copy of the contract, and was never responded. -a cheque was supposed to be sent out for an insurance claim. still being processed for a month and not able to find out the status of the claim. -requested a response back from the escalation department where claims are processed more than 5 times, and never received one. -not fulfilling their duties as requested.

Desired Settlement: need the claim to be processed as soon as possible

9/17/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: This company Is a scam!!! They will not send me the cheque to replace my phone.

Desired Settlement: I would like to receive the money that I am owed. If not, I would love to see these sumbags put In jail and left to rot! I am sure I speak for the thousands of others who have been ripped off as well.

9/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I filed a claim with GWG on my damaged mobile phone at the beginning of April 2014. I was instructed to pay the $179.00 deductible as per the contract as well as a $699.99 deposit that would be held on my account until they received my damaged phone. I was told that upon receiving the new phone, I would need to send in the damaged phone within 30 days and my $700 deposit would be reimbursed. This appeared to allow me a seamless transition between my broken phone and a new one. I waited for the new phone for ~1 week and nothing arrived so I called to inquire. I was told that they were “out of phones” and would be offering me a cheque for $500.00 instead. I accepted this amount and was told that the cheque would arrive in the mail. I waited a few weeks for the cheque to arrive but it never came. I believe my next call was in early May, I called again to confirm the payment was on its way. I was told that the cheque was still “in processing” in the accounting department. I requested that the $700 hold (or deposit?) on my account be removed until the cheque was sent. I was informed that this was not possible. On Monday, May **, I called again to inquire about the status of my payment. I was again told that it was in “processing” in the accounting department but that it would be escalated and someone would call within the next 48 hours to confirm it was sent and give a timeframe. I received no call in the next 48 hours. After not receiving a call, I called again on Wednesday, May ** to confirm the cheque had been sent. I was again informed that the cheque was processing. I asked to speak to a *******, but was informed that the claims department could not offer any assistance expediting my cheque – they could only send a memo to “escalate” my complaint with accounting. I asked to speak to another department or accounting and was told that they only communicate internally. I was again told that I would be contacted within the next two days and again was not. On the morning of Thursday, May **, I received an e-mail from giving instructions on how to file a claim with Global Warranty Group. Note that all policies were confirmed to be underwritten by Canadian underwriters *******, and all claims were confirmed to be in the hands of Global Warranty Group. Following the instructions in the e-mail, I attempted to call all of the numbers provided but was unable to speak to a human. I again contacted GWG's claims department, and the agent again confirmed that my claim was processing – noting that their company was set up to send out phones and not cheques so it was taking longer than usual. This is an unacceptable and illegal breach of the agreement to provide a service. I have been stuck waiting for with a very damaged phone for nearly 2 months, and have a $700 hold on my credit card account that is accruing interest. I will be following up with further action shortly.

Desired Settlement: $500.00 check to be received immediately.

9/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: I would like my check for $578 in lieu of the replacement phone, I would like to have my $95 deductible and $150 initial insurance fee refunded, and I would like an explanation of why my phone calls were not returned and why my claim has been ignored.

9/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Like the first 30 complaints I have read here, this company needs to be accountable. My phone cracked, phoned in a claim March **/14. Was also told that I would receive a email or call back within 24-48 hrs. NEVER DID. Finally on March **/14 when I checked the track-a-claim site they were so kind to provide, there was finally a contact number for me to call, different from original one I called. Also got the same run around about having to send me a cheque due to fact that my phone was no longer available and that would be processed in 3 to 5 days. So I paid my $100 deductible AND $381 until they received my old phone on March **/14. It is now 2 months later, I have called at least 8 times, same response each time!! Out of all the time I received 1 email saying that my cheque is still at accounting!!!The effort and time spent on this for NO reason is unreal! Product_Or_Service: Samsung S3 16GB phone Order_Number: ***************** Account_Number: ###-###-####

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like my cheque for $ 578 AS WELL as interest on my 380 charged to my credit card, to my mail box by May **/14 so that I can get on with life.Some sort of accountability from this company would also be nice. They have been using MY MONEY for 2 months and I still have a broken phone.

9/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a wireless protection program for my Motorola Electrify M cell phone through an agent of US Cellular. In January, I needed to use the warranty and contacted GWG. They provided me a defective phone. I called to inquire about this in March. At that time GWG stated they would send me a new replacement phone since the one I have is randomly freezing and shutting off daily. Since March ****, GWG has done nothing to assist. I call regularly asking for a status and am told that the escalation team will handle the issue. Unfortunately, the customer service people do not have any access to the escalation team. I have been promised a call back within 48 hours (several times). I have yet to receive any communication about the status of sending me a working phone. The customer service team says there is nothing they can do except put notes in the case. I have researched dozens of similar issues online and it appears GWG has a history of very similar issues.

Desired Settlement: I would like for GWG to provide me with a working replacement phone or send a check to cover the cost of purchasing a new phone.

9/17/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I have submitted a claim for my broken cell phone. They have been giving me the run around for 4 weeks either telling me first they would replace my phone then tell me they would cut me a check after I paid the $75 dollar deductible with my credit card. They have taken my deductible payment but have failed to provide me with a replacement phone or payment the cash settlement they have promised. They continue to tell me that the check had been cut and it on the way but is not the case. The check has never been sent. I continue pay them monthly through my cell phone provider for this insurance on my phone but make almost impossible to have a claim paid. I only want the coverage they promised and for them to pay my claim.

Desired Settlement: I would like them to pay the warranty claim that I have been trying to get them to do for the last 4 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:

The excuse for not paying a claim because they have run into difficulty is not an good excuse. They still demand timely payment of the insurance premiums for which I still pay with every cell phone bill. I've paid my deductible of $75.00 when they required it over 4 weeks ago. I feel if they are unable to pay there claims they should stop selling a policy they cannot fulfill. They are deceiveing there clients and taking payments for a service they make very difficult to claim.  I would like my payment made immediately and over nighted to my address on record with this company. 

  

 

 

 

 

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


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




 

9/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I filed a claim on Feb **, 2014 to replace my cell phone. The company offered me $600 in place of a replacement phone. They said they would send a cheque. I have not recieved a cheque for any amount yet. I also had to pay a deductible of $95, which I have been paying interest on ever since.

Desired Settlement: I want the promised $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:There has been no concrete action, simply asking me to be patient and continue waiting for a cheque that has not been received in what is now almost 3 and a half months. I would like my cheque to be mailed out immediately.

[Your Answer Here]

 

 

 

 

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


Sincerely,

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




 

9/17/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I have submitted a claim to GWG April *** 2014. I have paid the original fee of $95 at signing two years ago, plus my credit card was charged another fee of $95 for replacement phone cost. I have shipped my phone ( $599.99 value) in promise of a replacement phone. The broken unit was priority shipped to the address provided to me on April *** (a $30 cost to ensure broken phone arrived asap). My credit card was billed the other $95 on April ***. I waited a whole week an no phone, no call back. I checked the website and my claim and they informed me that my phone is no longer available and they are to honor it by giving me a cheque for $300. Today is May **** (and I have been calling almost twice a week since this whole situation) and nothing is being resolved. All they do is "escalate my case" every single time . The Company policy is a 24-48 hour turnaround and It has been 5.5 weeks and I have not received the promised cheque as my phone replacement. What is very disrespectful is that NO ONE even bothers to call back to inform the client of what the issue is. To make things even worse i am enduring long distance costs in addition to being out of a phone and being out of money. MY case shows as "closed" on their website, yet I have been charged two separate fees (they took my old phone, billed my credit card) and I have nothing. I feel disrespected and flat out robbed. I would like to either have my old phone and the charges returned to me (since they cant offer me a phone) or speed up the issuing of the cheque. thank you, **** ********

Desired Settlement: I would simply like to get a refund for the money I have been charged by GWG, and a replacement cost of my original phone (as I have been without a phone since I send it my old one)> phone was 2 years old and If I knew that this was going to cause me such distress I would have taken in to a local repair place and still had my $600 phone. I would an apology for such awful service this company has provided me with as well as a money reimbursement for the costs I have endured because of this process and replacement cost of my phone. thank you **** ********

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 received payment from the company as agreed and have not had any indication as to when I can expect payment. I been waiting for over a month now and no one from the company has contacted me regarding the status of my claim. 
I would like to know when this matter can be resolved.
thank you,

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

 

 

 

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


Sincerely,

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




 %

9/17/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought insurance from this company and filed a claim for my device on 4/**/2014. Claim number is - *****************. My credit card was charged for almost $900 and even after 10 days and 30 calls to their customer service I did not receive the phone. As per the contract I should have received this device within 1-2 business days. This company doesn't honor the contract and they doesnt call back with status updates. This is a big scam and big CHEATING company!! It should be banned from operating.

Desired Settlement: Refund all money paid for insurance contracts.

Business Response: an Apple iPhone 5c 16gb was shipped to the customer 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]

 iPhone 5c is not an acceptable device for insurance on iPhone 5

 

 

 

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


Sincerely,

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




 

9/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Placed a claim with this company for a Samsung Galaxy S3 (blue) with a broken screen on March ****. 2014. That same day my Visa was charged with a $135.00 deductible and a $381.00 holding fee (to be removed when the new phone was delivered and they received my broken phone in exchange). After 2 weeks of not receiving anything I called them back and was told they did not have my phone in stock, and would be sending me a check for $578.00 instead. It has now been almost 7 weeks since I placed the claim and was charged the deductible and holding fee, and I still have not received a check. I have called the company 5 times for status updates and have been told that no information is available from the accounting department. I have been reassured messages were sent to an "escalation team," which did not appear to respond to them. I have also been told several times I would be called back, but no one has called me. I am concerned GWG has taken my money and has no intention of providing the promised service in the foreseeable future.

Desired Settlement: I would like my check for $578.00 to be sent out immediately, and I would like a guarantee that the $381.00 holding fee will be removed from my credit card immediately upon the company's receipt of my broken 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.

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]

 

 

 

 

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


Sincerely,

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




 

9/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have an insurance policy for my Samsung Galaxy Note 3 cell phone. This policy is through Global Warranty Group. The monthly fee is $5.99/month. The glass on the phone broke. I filed a claim through this company back in Jan. 2014. The insurance covers this glass protection. The policy states that a new phone is recommended because of internal malfunctions.The phone cannot be replaced because it is not available anymore. I understood this. They said they will re-inburse me for full value of the phone, valued at $700.00. I agreed to this. The problem is that after many phone calls and e-mails, they are not cooperating. They keep telling me that they don't know when the check is going to be sent out. They also, charged me $301.00 for the broken phone,because I didn't return it after 30 days of the complaint. The problem with that is I didn't want to give them the broken phone without my entitled re-inbursement, and I couldn't be without a phone. So, as it stands, I am still without a fixed or new phone,and an extra $301.00 cost, no reinbursement money. They just keep delaying and delaying and delaying. I might add that I had also requested to speak to a manager and no cooperation was expedited.

Desired Settlement: I would just like the refund of $700.00 for the phone and $301.00 that was charged on my credit card for the broken phone. I do not trust this company to reinburse me after I give them the phone. I will return the phone, once I get my money back for the phone and the $301.00 charge, refunded.

Business Response: customer called and cancelled her claim and contract all funds refunded

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:

no re-inbursement has been sent to me,as Global Warranty has stated. In addition, I have cancelled the protection plan of $5.99/month. This was done by e-mail as Global Warranty requested.

 

 

 

 

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


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




 

Business Response: we have refunded all funds related to claim no more to 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:

Global Warranty Group has not refunded or credited my money. They told you that they refunded my money, but they have not!. I double checked my credit card in case they made good through a credit, but they have not!. I am losing my patience with their lies! I am willing to go to the next step if necessary, which would be Small Claims Court.

 

 

 

 

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


Sincerely,

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




 

9/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 12/**/12 I purchased an Apple IPHONE 5 16GB from my local cellular provider (The Wireless Age) plus the Global Warranty Group`s wireless replacement plan for the extra piece of mind. The GWG wireless plan cost me $180.00 at the time of the purchase. On 04/**/14 I had an accident where I had dropped my iphone from my pocket on to the floor in my garage without noticing and had backed over my iphone while backing out of my garage. I called the GWG claim center @ ###-###-#### and put in a claim for the damaged iphone. The claim center representative took down all of my information and then asked me how I would like to go ahead with the claim: option #1-go ahead and have a new iphone 5 16mb sent out right away before they had received my damaged iphone and if by going with this option she would go ahead and charge my credit card for the deductible of $179.99 plus a deposit of $699.99 which would be refunded after they have received my original damaged iphone. Or option #2-send in my damaged iphone with only the deductible of $179.99 being charged to my credit card and once they receive my damaged iphone the would send a replacement iphone out to me in the mail. I decided to go ahead with option #1 as I needed a phone asap. The claim center representative supplied me with claim # ***************** and told me if there is any problems with the claim I would hear back within 24-48hrs. I never heard anything back within 24hrs, so I went ahead and called the claim center on 04/**/14 to follow up and was told they could not supply me with the iphone 5 16mb as they had no stock and if it would be okay if they could just send me a cheque for $650.00. I told the representative that would be fine and that I would accept the cheque for $650.00. The representative said fine he would put this request through to their escalation department and I would see a cheque within 24-48hrs. Assuming I would see a cheque for $650.00 within a few days, I went out on 04/**/14 and purchased a new iphone 5 out of pocket which set me back a few dollars short of $650.00. 04/**/14, I Purolator air shipped my damaged iphone to *********** ***. as instructed to get my deposit of $699.99 refunded. They did receive my damage iphone and refunded the $699.99 a day or two after receiving the damaged iphone. Since 04/**/14 I have called the claims center several times to try and get a answer to where my cheque is, but get the same response every time, "Your claim has been sent to the escalation department for processing". I`ve asked several representatives to direct me to someone in power but never get anywhere!!! So this past Saturday 04/**/14, I finally had enough and went ahead and contacted my Visa company regarding the deductible charges and if there was anything they could do to at least get my $179.99 back as I`m pretty sure I will never see the $650.00 I was promised. The representative from my visa company told me to give it a few days and if no cheque to contact them back and they will start a process to try and get the $179.99 back. It`s now 04/**/14 and no cheque so I will being contacting my visa company to get the ball rolling and hopefully I will get the $179.99 back with any luck. GLOBAL WARRANTY GROUP Claim # *****************

Desired Settlement: I would like to have the charges of $179.99 reversed on my credit card for the poor customer service. A cheque for the total of $650.00 as promised as there was no replacement iphone 5 16mb available

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:

My complaint has not been resolved because I have not received the check for $650.00 as promised.

 

 

 


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




 

9/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On Feb * 2014 my cell phone screen broke - as this was covered under the Wireless Protection Program offered by Global Warranty Group I submitted a claim. The claim was approved and a deductible was paid by credit card. A hold was also placed on the card for the full cost of the broken phone which had to be delivered to them within 7 days or the charge would be put on my card. The phone was sent Express Post (guaranteed delivery) to the address given to me. The claim showed the phone was received. I got a call from the company saying they could not replace my phone so they offered a settlement of $630.00 This would pay out my existing contract and allow me to get a new phone under a new contract. Although it did not cover the full cost I accepted their offer. On Feb ** the track a claim part of their process showed the claim had been closed - I had not received my $630.00 I phoned on Feb ** to find out why it had been closed. They said the tracking was closed because a phone was not being sent. I asked when I would receive the cheque and they said it was processing and they would elevate it. I phoned on or about April * and was told there was no cheque yet but it would be elevated. I phoned April ** and spoke to ***** who confirmed that there was still an open claim but the payment was still being processed and she would elevate it. I asked when it would be paid and she said there was no information on file to show when it would be paid but she would elevate it.

Desired Settlement: I would like Global Warranty Group (AKA The Wireless Protection Program) to issue the settlement cheque they offered in February I would like the BBB to closely review this company and review their rating of it

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]

  They have already been "working" on the cheque and "elevating" the issue for almost four months - their assurances that they are working on it is in my opinion either another delay tactic or a lie.
If they issue a cheque like they originally promised at the middle of February I would be happy to mark this as solved. Telling the BBB they are working on it means nothing from this company.  

***** 

 

 

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


Sincerely,

***** *****




 

9/17/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I had filed a claim with Global Warranty Group. They said they would provide me with a new Iphone 5 16g phone. Later I was contacted and told that they no longer could send me the phone and they would issue a check for $650. I accepted this check. This was over a month ago. Every time I try to call the company, they continue to tell me that my check is being processed and that my claim will be escalated and someone will call me back. No one has ever reached out to me or called me back once. I have called multiple times within this time and i have always gotten the same answer, that my claim is being escalated. I wold like for my claim to be processed.

Desired Settlement: Send check of $650 dollars address provided.

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 told GWG that I will be leaving the country on May ** and was in need of the check to buy a replacement phone before this time. I have contacted GWG numerous times with no response back to me. I would like a check sent out.

 

 

 

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


Sincerely,

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




 

9/17/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Purchased extended warranty through ****** ******** on my Samsung S4. My screen cracked and proceeded to file a claim on March *, 2014 with Global Warranty Group. They told me that my phone was not available and would send me a cheque for the value of the phone for $700.00. They proceeded to bill me 95.00 for the deductible (that I was aware of and am not disputing), but it was my understanding that they would bill me $381.00 for the price of the broken phone that I am to return when I get the cheque and purchase a new phone. Instead they charged me $381.00 immediately. I have made numerous calls and have escalated the claim at least 3 times. NO ONE HAS RETURNED MY CALLS OR HAS GIVEN ME ANY INFORMATION TO WHEN THE CHEQUE WILL BE SENT OUT. They also have given me a claim number to check claim on line and the info does not correctly reflect where my claim is. It says my claim is closed when it is not.

Desired Settlement: Cheque for $700.00 to replace broken phone. and a credit on my visa for $381.00. It is their fault that there is a delay not mine. When they send me the cheque for the $700.00 and If I don't return the broken phone...then they should charge me. This is unacceptable business practice.

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 waited long enough. I want a definitive time of when the check will be released in writing. I have made 4 escalations and not one of them have been responded to. No one has called to resolve this issue. I want someone to call me that can resolve this. I have been patient enough. This claim was filed on march *** 2014. 

[Your Answer Here]

 

 

 

 

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


Sincerely,

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




 

9/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i contacted global warranty ( wireless protection program) Jan ** 2014. I filed my request to have phone fixed. I was initially told process would take 1 -2 days. Then I was told within 2 week. I have placed secured funds on a credit card. I have contacted the wireless protection program at **** *** ****. i speak to these people at least weekly. I ask for return phone calls. They have now had my money in there possession since mid february. I call them on a weekly basis. I am told nothing can be done I must sit and wait. These people are not very helpful. It is now april 8 I have had no confirmation. The end of february I was told i would have a cheque mailed out within 7 to 10 days. Then i was told there was an issue of sending out cheques. I had a return phone call after waiting 6week to advise cheque would be sent out by end of the month or first week in april. I contacted global warranty again today now they are telling me end of april into may,. This is very poor service. I have asked to speak to supervisors with no help. I have asked for return phone calls. I get no return phone calls. I was told entire process would take 1 to 2 weeks, Now we are at 2.5 months with me being no further ahead

Desired Settlement: I have paid 95$ deductible plus 20% interest on 385$ for almost 3 months. I would like this money returned to me as well I my 578$ cheque as promised that I have yet to receive.

9/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On March *** my husbands Samsung Galaxy 4s was damaged beyond repair, so I contacted the company for a replacement. They offer to send the phone right away if they could take a deductible of $380.00. My husband uses the phone for work and it was very urgent to get the replacement ASAP. So I agreed to pay for the deductible which I was told I would get back when they receive the old phone. After a week, I had not received the new phone so I contacted them. I was informed that they had no phones available to replace my broken phone instead they offered me a cheque for $699.00. I agreed and was told 7-10 business days. Its been about 4 weeks now and still have not received a cheque. I have called them 3+ times a week and every time I have been told they were "escalating my claim" and I would receive a phone call in 48 hours. Still waiting for that call back. I live in Canada and have been dealing with the Canadian Call Centre. Every time I call, I am told there was no way to contact the accounting department (New York office) and that they don't even have their phone number. I have been told on numerous occasions that my claim will be escalated and that I will received a call back. No call received yet. I called again today and demanded to speak to a supervisor and she told me she would write them again and tell them I had not received a phone call back. This whole company seems to be fraudulent. How can they not have a phone number? How can it take 6+ weeks to write a cheque? We are going to have to pay for a new phone out of pocket and can't really afford it. I researched online and many other people are experiencing the same problems. ******************************************************************

Desired Settlement: I would like the $699.00 replacement cheque sent immediately via courier. I would also like a refund for my $380.00. I do not trust this company and do not want to have to wait months to receive a refund. I will send the old phone back to them immediately.

9/17/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: On November *** 2013 I filed with the company to replace my broken handset (Samsung Galaxy S4 Black) which under the terms of my contract with them allowed me 3 replacements, this being the first attempt at such. Upon speaking with a representative they notified me there would be a deductible for the claim and offered me the option of placing a 360$+ hold on my credit card allowing them to send me my new handset and refunding me the hold upon reception of the broken one. I allowed them to place the hold on my credit card and was assured I would receive my new handset in 5-10 business days. After receiving no contact for over 2 weeks I called them for an update on the situation and was told that they would send it to the escalation department and that they would call me back with an update on the file within 3 business days. I received no call back and after a week I called again to request an update. After calling back once a week every week from late November to early February and getting the same line of "We will send an email to the escalation department and they will call you back or email you within 3 business days" and receiving only one call back to assure me that they were "working on a solution", I had spoken to a ******* who had told me that they were having issues replacing my phone and offered me a 700$ check to cover the cost of the phone. I accepted and was told that they would send it to accounting and it would be processed as quickly as possible. I asked them to give me a call back with an update on the situation when the check had been issued so I would know what is going on. Again they assured me that they would make a note on the file for the accounting department to give me a call back and to let me know. It is currently April ***, 2 months after I was told I was to receive a check of 700$ to cover the cost of the phone. Regardless of how many times I call them I receive the same answer "We do not directly deal with accounting and cannot tell you when the check will be issued but, I will make a note on the file for them to contact you when it has been issued" and I have yet to receive even a single call back.

Desired Settlement: The business has a responsibility to honor the agreement we made in issuing the check to cover the cost of the 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.

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 stated earlier, this will be resolved when I receive my check for the 700$ promised to me months upon months ago. I have seen other complaints on the BBB towards GWG and they have been settled within the MONTH of the initial complaint. It has taken to date a month and a half since my initial complaint to simply receive the SAME response I've been getting since NOVEMBER ***. I do not want you to "look into it" as according to every CSR I have spoken to you have been "looking into it" since November *** 2013.

I have given my policy number of ********** to a BBB representative and I expect to have this resolved soon as this has been going on for over 6 months. 

 

 

 

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


Sincerely,

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




 

9/17/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I filed a claim for a damaged Motorola Razr smartphone with GWG on February ** ,2014 and have yet receive a cheque of $400 as promised by GWG. Under GWG's policies, I should have received my cheque within two to three business days. I have called GWG back six times at different times within the past month to check on the progress of the shipment of my cheque and each time I have been told that my issue was escalated and that the cheque was being "processed." Conveniently enough, GWG was quick to charge my credit card the deductible I owed them for my replacement phone ($95) and the wholesale value of my device (until I returned the damaged unit to them) with no problems. These charges were put on my credit right away, but somehow my $400 cheque to replace my damaged device is taking far longer than it should. I'm not very impressed with GWG's ethics or customer service to say the least. I find it mindboggling that they have an A+ rating with your organization.

Desired Settlement: I simply like to receive the $400 cheque that was promised to me by GWG over a month ago. Nothing more, nothing less.

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 not satisfactory to me and the matter has not been resolved yet as I am still waiting for the cheque of 400 dollars promised.

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:

[Your Answer Here]

 I am not interested in their story all I need is my cash back..because I have fulfill my own side of the agreement, I see no reason they should be regmanrolling ...

 

 

 

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


Sincerely,

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




 

9/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 1) I called in to file a claim for my insured cell phone in December 2013 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 $95.00 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) Unfortunately, I lost my phone again few days ago and filed another claim. Same story with that where my chq has been approved for the same amount and deductible this time was $130.00 infact. I really hope that it doesn’t happen with my 2nd claim. 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 $1400.00 now. Therefore, I have 2 claims lined up and have not received a penny for any one of them. 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! Both these claim are regarding ###-###-#### cell phone number.

Desired Settlement: I want to receive my both chq's AS SOON AS POSSIBLE for the amount of $700.00 each (Total $1400.00) 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 amts as well for $95.00 and $130.00. I don't think GWG should be charging me anything as the issue have been going over 3 months now. Thank you kindly!

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:

GWG promises their clients to send a replacement phone and if they
cannot find the same phone to send then they issue refund chq to the customer
that covers the full phone price. I have paid $815.00 to purchase a phone
already and plus paid $95.00 deductible to GWG also. I want a refund of my
deductible $95.00 onto my credit card from GWG for waiting 3 months for the my
chq that should have been sent to me within 48 hours from when it was approved.
They did not keep their promise here and it was such a inconvenience for
me as their client. I am also assuming that this chq # **** is regarding
claim ***************** that was submitted on Dec **,2013.


Now for my 2nd claim that was
submitted on Mar **,2014  (claim # *****************), I think it has
been almost 2 weeks and nothing has been mailed out yet for that either. I need
a word on my 2nd claim as well. 



Thank you kindly,




 

 

 

 

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


Sincerely,

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




 

Business Response: ***************** filed 12/**/13 Lost paid out check #**** for $700.00 sent 3/**/14.

***************** filed 3/*/14 Lost – currently Denied until we receive the Police Reports documents for both claims.

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 previous responses GWG mentioned that the chq # **** is for the claim filed in Mar 2014 but anyhow they have switched their statements now that this chq is for claim back in dec 2013. To confirm this previous discussion can be looked at. 

However about the police reports I have provided GWG with police file #'s both times. Police department does not provide individuals with HARD COPY of the complaint. They provide us with file #'s only and advise that the warranty company can call them anytime required to get more info about that complaint. NO HARD COPY IS PROVIDED TO THE COMPAINTANT.
 
GWG is fully aware of this and I have provided them file numbers in both claims at the time of filing the claim with Police officer's name and phone # as well. It is GWG'S responsiblity to futher inquire about it from the police. NOT OURS'. When I mentioned this to the rep in the first call when filing my claim he/she completely agreed to it and said the info was good enough from my side. They will proceed further with the claim and that is why my chq was approved as well for $700.00 . NOW GWG all of a sudden is asking for a hard copy which I DONT OBVIOUSLY HAVE. This does not make sense when the claim has been approved for all this time and chq is held back.

 

 

 

 

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


Sincerely,

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




 

9/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased a phone and paid extra for the Wireless Protection Program through Global Warranty Group ###-###-####. Phone was a Galaxy Nexus with phone # ###-###-####. When phone broke a claim was opened August **, 2013 (file # ###-###-####-******) and I paid a deductible $95.00 and cost of phone $381.00 was charged to my credit card until they received the broken phone at which point they would refund the $381 and send me out a new phone. On September **, 1013 the $381 was returned but the new phone never arrived. When I called back they said that particular phone was no longer available and I was offered a cheque for $450 instead which I accepted. The cheque never arrived so I called back again on December **, 2013 and had call escalated to next level of customer care. Rep was shocked it's taken this long to get a cheque out as the "longest she's ever seen it taken is 12 weeks". Said she would send a note to her ******* to send cheque out immediately. It is now March *, 2014 and the cheque still never came and I've since learned that there are hundreds of complaints similar to my own that that unfortunately claims don't get honoured until the customer takes other action. This prompted me to file this complaint in the hopes of the company honouring their agreement.

Desired Settlement: I would like the promised refund check $450 plus the initial deductible charge of $95 = $595.00 as well as the cost that I paid to enter into this agreement which is clearly a scam. This this matter has gone on for 6 months and cost several hours of headaches, phone calls and now this dispute resolution process so the minimum I would accept to resolve is $595 as I would then file a claim again the fido dealer that sold the plan in the first place.

Business Response: check #**** for $450.00 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:

I was contacted today to advise that my complaint (ID *******) filed with BBB on March *, 2014 has been closed.  I was contacted to advise that the business had agreed to resolve the complaint by issuing a check for $450.00 and mailing it out of their ** offices on March *, 2014.  I decided to wait and see if the check actually arrived before advising that the complaint was resolved satisfactorily.  Unfortunately the check never arrived.  Could you please keep this complaint open until the check arrives because this was part of the problem before, that when you ask the business they claim the check has been issued but then it never actually appears.  Please advise if you are able to keep the complaint open and contact the business again as it's now been 10 days since they claim the check was mailed and it would have arrived by now.  Thanks very much for your assistance.

 

 

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:

I have already communicated that the cheque that was allegedly sent (#**** for $450.00) was never received. The company claims this was sent from their "** offices on 3/*/14" however, no proof such as tracking has been provided.  I have requested that a new cheque be issued and sent via a postage that can be tracked.  Please advise.  Thank you. 

***** ***** 

 

 

 

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


Sincerely,

***** ****




 

9/17/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

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

Desired Settlement: I want my $850 cheque that was promised to me almost 3 months ago, I'd like my insurance payments to stop coming off my wireless bill, and I'd also like my $179 deductible back for having to go through this. I realize deductibles are required to use insurance, but every other insurance company I've ever dealt with is prompt and courteous. This company doesn't deserve my money for making me and hundreds, if not thousands of others based on complaints I've seen, go through all this. It's unacceptable, and they don't deserve our business.

8/21/2014 Problems with Product/Service | Read Complaint Details
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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

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 for all that you did for me.I finally received a cheque.God bless you.**** *******
Sincerely,

**** *******



 

8/21/2014 Problems with Product/Service | Read Complaint Details
X

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

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 allowed for 10 business days to receive my cheque and it didn't arrive. The company indicated it would be 7 - 10 business days.

Could they please provide proof of mailing. Tracking number and mailing details?

 

 

 

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


Sincerely,

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




 

8/20/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: in May of 2013, I bought a warranty against damage to my new LG Optimus G cell phone ($650 CDN). I paid $130.00 + $**.60 tax for a 2 year plan. This covered 'replacement cost', "not to exceed' $1300.00. The warranty covered accidental damge such as dropping it. on January *, 2014 I dropped the phone smashing the screen, it did not work at all. On January *** I called the Global Warranty call centre and they confirmed that I would be couriered a new phone within a week. I paid the deductable of $95.00. After a week I received a voicemail that they could not get that phone but was offering a cheque for $450 CDN. I looked on line and at my phone retailer and could no longer find the same phone. to replace the phone would be $600-$650. About January **** I called Global and was told the 'Escalation Department' would call me back within 2-3 days. No call. I tried again about January ** and again about January ****. Still no call from the 'Escalation Department'. On Febuary ***, at the advice of my retailer, I put the above details and more in an email to his ******* to see if a representative could get them to respond to me. Within an hour I received an email from Global Warranty who offered $450 or a reconditioned Galaxy phone. While I was reading that email a different woman from Global phoned me to say they had reconsidered and will send me a cheque for $650. I accepted and thought the matter was settled. I began contacting Global after about 10 days without receiving a cheque. I now had an email address for 1 person at Global but could get no response. I also put in some phone calls to the call centre but they can only forward a request that someone call me. No calls. My request on Feb ** was answered On April *** as follows "The check request has been approved and sent to accounting to be issued. We are currently waiting for the confirmation that it is being sent out at that time accounting will provide the check # that we will provide to you." I asked if this was not an absurdly long time and the response was " Our accounting dept. has been overwhelmed with a high volume of check requests setting in motion the current delay. We want to thank you for your patience. "

Desired Settlement: Obviously I want the $650 . I would like to know how this happened, if the compa** knows this is unacceptable. They have operators standing by 24/7 to take the consumers money but they can't write a cheque for 2 months? I would like to know how they plan to address this.

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]

 The response was a generic reply and does not specifically address me.  The company advised me on February *, 2014 that they would be sending a check and today is May **, 2014.  A delay of almost 3 1/2 months is way beyond a "unforseen delay".

 

 

 

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/**/14 via USPS from our ** office

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 have received a check for $650 from the company, but I still want to know why it takes almost 6 months to write a cheque.  This appears to me that customers are being taken advantage of by this unreasonable delay.  The public should be aware of this before they enter into contracts with this company.  If I was aware of this before signing the contract I would have declined.

 

 

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

Sincerely,

***** ******

8/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased this insurance for $175. On June ***, my phone became damaged and I went to the store. They called Global Warranty and requested a new phone. Despite specifically requesting the Droid Maxx phone and asking to not send me the older Droid Maxx Razr, they sent me the Droid Maxx Razar. I called them back and they apologized and said they would send me a new one. After five days (June **), I called to see where it was. They told me the order was cancelled because there was a problem with my account. When I asked why they didn't call me, they couldn't answer. I had the store call back and start a new claim. A week later (June **), I called to see where the phone was. I was told it would arrive the following day. The following day, I called and was told the phone was out of stock in the warehouse and they had no clue when it would arrive. I asked to be transferred to a a manager who told me that it wasn't out of stock and he wasn't sure why they didn't send it to me. He put in a request for a refund. I called again on June ** and they said the phone was on its way. I called again on the ****. They could not answer my calls and it was being "escalated" every day but no one ever called me back. Finally on the ****, I went into the store. The sales rep was angry and called. I receive the phone several days later. I have filed for a refund on my phone two more times. I have never received a call back, despite asking. I was told that they can't contact the "escalation" team and that they can put in a request for someone to call me back, but no one might ever call me back.

Desired Settlement: $175 is what I paid for this insurance.

Business Response: I have refunded the deductible of $75.00 please allow 3-5 days to see that reflected on our statement.

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 asked for a reimbursement of my deductible. I received word that I would somehow (have not seen notice of this yet on my cc) that I would receive a reimbursement of $75. I paid $175 for this service. I would like it fully deducted after the abysmal experience I have had with this company.

Sincerely,

****** *****




 

Consumer Response: Better Business Bureau:

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

Also, I paid $175 for the insurance, not $75, and wish to have all of it reimbursed.

Sincerely,

****** *****

8/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have purchased a deductible contract through them for my iPhone 5. After my phone was destroyed I purchased the deductible for my phone for a price of $179.99. I was told they no longer make iPhone 5's so if I would accept a cheque for the amount of the device of $850. I was also told it will be mailed out shortly and I paid on my credit card and sent In the old phone. It's been 5.5 months since then and I've received no cheque. I've called and asked and begged and pleaded and the only response I get is the cheque is coming and to continue being patient. I received an email from them on May **/14 stating the cheque is coming and to continue to be patient!!

Desired Settlement: I would like a refund for the deductible and I would also like the cheque of $850. My phone bill is still suffering from this and my phone company is only so understanding when it takes half a year to honor a cheque!

Business Response: check   #**** for $850.00 sent 7/** via USPS from our ** office

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 waited the requested amount of days for my check and still have not received anything. 

 

 

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


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




 

8/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Used warranty when original cell phone died. Global Warranty Group was unable to replace the phone and offered a $400 cash settlement, which was accepted February *** 2014. Deductible was charged to my credit card, broken phone sent to Global as per their request, and proof of purchase of the replacement phone. As of today's date (May ** 2014) I have not received the money. I call frequently and am told that it is "processing" and that the customer service rep would escalate my call and I would hear back from someone. I have never had a response back. I have done everything requested to fulfill my end but nothing has been done by Global Warranty. Product_Or_Service: cell phone warranty

Desired Settlement: DesiredSettlementID: Refund All I want is the $400 settlement I accepted February **, 2014 sent as soon as possible.

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] Business contacted me by email (attached) saying they would forward to a supervisior. I have heard nothing since and feel this is just a delaying tactic. This will not be resolved until I received the settlement I agreed to in good faith and the cheque clears my bank. I am still out the cost of the warranty, my $95 deductible, my old phone and the $400 settlement plus the interest I would have earned and have lost.

 

 

 

 

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 ********. At this time I have not heard from Global Warranty since my last response to you. It has bee over four months and I am still out the cost of the warranty, my deductible, old phone and the $400 offered in settlement plus the interest I have lost. I dealt with with company in good faith, did all they required, but have nothing in return.

Sincerely,

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

8/11/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I 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!

Desired Settlement: 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.

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:

It has been over 2 months now and I desperately need to buy a new phone. Please send my cheque as soon as possible. As a result of this delay, I do not wish to pay the deductible of $130.00 anymore and want that reversed to me on my credit card, because I believe GWG has not met their promise of fast delivery in first place! 

Thank you
 

 

 

 

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


Sincerely,

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




 

Business Response: check #**** for $700.00 sent 7/**/14 via USPS from our ** offices

Consumer Response: Better Business Bureau:

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

I really appreciate and thank GWG for the check that has FINALLY been mailed out but I also wanted by deductible for $130.00 (regarding this claim) to be refunded to my credit card at this point. I have requested it in prior conversations as well and don't think its fair to pay any kind of deductible where it took almost 5 months for processing. I understand its GWG's policy but I need it reversed for all the inconvenience and wait I had to go through as a customer. 



Thank you kindly, 



Sincerely,

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

8/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My names *** ******** and I am a long long time customer with ******. Approximately a year and half ago I upgraded my plan to get the new Samsung galaxy s4. At the time, I was offered an insurance plan for about $120.00 that would protect me if I had lost my phone, damaged it, or had it stolen where I would pay a deductible and I would have a new phone sent to me right away. Well over a month ago, I lost my phone and called Global Warranty Insurance - the company that ****** had signed me up with and filed a claim with them. They had me pay my $95.00 deductible right away and told me I would receive my brand new S4 within 3-5 business days. On the fourth day I went to check the tracking information and noticed that it said the phone had not been sent and to call the Global Warranty Group company. When I contacted them, they informed me that they were not able to get my phone and that they would issue me a $700 cheque to replace the cost of the phone and that the cheque would take a little longer to receive since it was coming from headoffice. Since there was no other option other than cancelling my claim completely I agreed. It has been 5 weeks since I made my claim with them and they keep telling me that someone in their accounting department will contact me and no one ever does. I have escalated my claim 4 times now with promises that someone is going to call me back and have not received any phone calls. Because they took so long and I needed a phone (I don't have a landline) I had no choice but to upgrade my phone and pay over $300 for a new phone. I have called them more times than I can count and they keep promising me that someone will get back to me and then they don't. I checked online and the reviews of this company are awful - there are over 50 different reviews from people stating that they have waited MONTHS (some waiting 3-4 months, escalating 10+ times) and have not received a cheque or a replacement phone. Product_Or_Service: Other /Samsung S4/Super 6gb plan Account_Number: ************

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) I would like the $700 dollar cheque for the cost of my Samsung s4 as well as the $95.00 deductible I paid, because they left me waiting without a phone for over a month and I had to pay ****** $350.00 to upgrade my phone so I could get a new one.

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 any sort of payment from Global Warranty. I filed my claim in early March and it's now July. They continue to give me excuses as to why they haven't processed my cheque yet they didn't hesitate to take my $95.00 deductible right away. It is very frustrating to me that I have to repeatedly call Global Warranty to find out what's going on with my money when they should be the ones keeping in touch with me. I have had to pay out of pocket to get a new phone ($350) because they were unable to replace my phone. I would really appreciate it if they refunded my $95.00 deductible and sent me my $700 cheque to cover the cost of my phone. 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 ********. I have sent them numerous emails and have not received any response I am extremely frustrated.

Sincerely,

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

8/11/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

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

Desired Settlement: I want my check for $650.00 immediately as well as $381.00 credit to my credit card (which in fact was not held and it was actually taken off) including intrest of 18% over 5 months due to a unreasonable amout of time waiting for the check, immediately!

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

 

 

 

 

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


Sincerely,

**** ******




 

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

Consumer Response: Better Business Bureau:

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

Sincerely,

**** ******

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

Additional Notes

Complaint: April **,2014 claim started now June ** and still have not received check as promised. Call the company every 3 days to re "escalate" my account. April **,2014 I filed a claim with pro mobility inc to replace my iPhone 5. They assured me the process takes little time when I initially inquired about the processes. I was told it only takes a few days to receive a replacement phone and then when I sent back my broken phone I would have a deposit of 699.99 taken off my credit card. After waiting almost a week and not receiving a phone in the mail I called the company, it was then that they explained they were glad I had called and that they were out of I phone 5s and I would be issued a check for 750.00 instead. After not recieving a phone call like they said I should I began to call the company every 3 days

Desired Settlement: I am only seeking what I was promised with no more hassle. I have also tried to contact the companies head office yet no one answers my calls. I have been taken advantage of as a customer and lied to repeatedly. Due to the hold on my credit card I had to up my credit card limit to purchase tickets to fly home and missed out on better pricing due to the fact that I was waiting on this company to live up to their word. Other customers should not be told repeatedly to call back and re escalate

Consumer Response:

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

[Your Answer Here]

 

 I received an email from the escalation team on June ** to say that they have completed the processing stage and now I have to wait to be issued a check. I have been waiting to receive said check since April ** when I started this claim and it is now July ** and I still have to call the company every 3 days to push for my check. The company has a hold of 699.99 still on my credit card which is compiling interest daily that I should now be responsible for paying when I am the one waiting on them to complete the service. I have asked the company in one of my recent calls to refund me the interest on this claim as well. 

 

 

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 regarding complaint ID ********. I continue to call the business every 3 days and they tell me unfortunately they have no updates on my claim and I have to make another escalation at which time they tell me I should be contacted in 48 hours which is never the case. I have been supposed to have been contacted within 48 hours more times than I can count and have never received a call. It is now Aug *,2014 on a claim that was made back in April of 2014. I have asked numerous times for them not only to send me a check for the amount promised but for the incurring interest on my credit card as they have had a hold of 699.99 on it since April ** when I first made this claim.

Sincerely,

***** *****

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

Additional Notes

Complaint: We were recommended to this company by a 3rd party US Cellular provider for Cell Phone Insurance. We paid for insurance coverage a year in advance. We filed a claim with Global Warranty Group back in February, 2014 and was informed that US Cellular dropped them as an insurance carrier around that time. Our option provided by Global Warranty Group was to be issued a check in the amount for the full retail value of the cell phone. We immediately paid the $100 deductible (which was also immediately cashed) in order to process our claim. In the course of almost 6 months, we have persistantly tried to get a status update from customer service. They have been unable to assist us with this request. We have contacted Global Warranty Group on a weekly basis since we filed our claim. They will not allow us to speak to someone in accounting or a memeber of management. The status is always the same no matter who we talk to. The last email we received on July *, 2014 from an Escalation Representative read: "Regretfully I do not have an answer for you. Your claim will be monitored on a daily basis until your check has been issued and sent." We honestly believe nothing has been done with our claim or the check that is rightfully ours. I have gone months wtihout a cell phone and have continually paid a cell phone bill with data included on a phone I do not have. The delay and lack of customer service is unacceptable.

Desired Settlement: - A check in the amount of the retail value of my Galaxy S4 (from when claim was made back in February, 2014) - Express our disappointment to a member of Upper Management - Our full deductible returned ($100) - Some sort of compensation for bills paid on a cell phone we didn't have (as well as time & suffering)

Business Response: check #***** for $645.00 sent 7/**/14 via USPS from our ** office

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

Complaint: Filed a warranty claim on 03/**/2014 Made correct deductible payment, sent them my defective device. Was told I would be sent a cheque for $325 and never received the cheque. Called back multiple times since, but still telling me the cheque is on hold and someone will contact me. They never contact me. Called back again today (June **** 2014) and receive the same response.

Desired Settlement: Would like them to send me the money I am owed immediately ($325)

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:

Buisness finally called me back (left me a voicemail). The message quality was terrible. They apologized but gave me no more information that I had already been given.I have still not received the money I am owed nor have I been told when the cheque will be sent. Once again, empty promises!

Sincerely,

**** *****

Consumer Response: Better Business Bureau:

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

Sincerely,

**** *****

8/6/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I cancelled my contract with Global Warranty Group in March of 2014 and they continue to debit my account. After numerous calls and faxes, they show the account is closed, but not response as to why it is still debiting. I cannot resolve this issue with the customer service and have not been able to speak with a manager after requesting

Desired Settlement: Stop debiting my account.

Business Response: We apologize for the system issue that continued to charge you.  I have refunded all payments after the cancellation date of 3/**/14.  Please allow 3-5 business days to see those refunds.  I have also spoken with my IT team and they have assured me that your credit card information has been deleted from the system so you will not see these charges again.

8/6/2014 Delivery Issues | Complaint Details Unavailable
8/5/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I paid every month for a warranty on my cell phone. My phone stopped charging and I contacted to have a replacement sent. I was contacted and told they did not make that style farm any more. They told me what they could do was send me a $400 check to replace the phone. Then they had to put a $300 hold on my account till I sent back the old phone. This all started back in the end of February. I sent them my old phone so I could get my $300 back that was on hold. I took $600 from my income tax and bought a new phone. It has been 5 months now and I still have not received my $400 check and they are still taking the monthly fee out of my account for the insurance on a phone I do not have. I have spoke to them on the phone many times and I keep getting that it is being processed. I received an email on June ** station the my account is being monitored on a daily basis. I then emailed back again on June **** and received the same answer. The last attempt I made was on July ** and They said the same thing it is being monitored daily. I just don't know what to do I don't feel it should take 5 months to write a check. I was worried if I canceled the monthly fee they still wouldn't give me my check.

Desired Settlement: I would like my $400 check and to cancel the service. If they have no intensions on giving me my money then I want to cancel the service and I will never deal with them again and make sure no one I knows does either.

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,

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



 

8/1/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: In Dec. 2013 our cell phone was damaged. We put in a claim to have the phone replaced as per the warranty agreement. We were told that they did not have a phone in stock and for us to purchase a new one and they would reimburse us with a cheque for $700.00. We had to pay the deductible at the start of the claim. We have since Dec. 2013 talked to this company on the phone at least 10 times. Each time we talk to them we get exactly the same story. We have been told that our claim will escalated and they will contact us within 24-48 hours, they never call back, we phone again and get exactly the same story every time. We just want the company to honour the warranty. To this day they have never called us back, never sent the cheque for $700.00 even though we still show an active claim . This company seems to have the same complaint from consumers over and over and I believe this cell phone insurance from this company is a complete scam,

Desired Settlement: We would like our cheque for $700.00 and be reimbursed for the deductible that they forced us to pay to start the 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]

 We have not received any cheque in lieu of a replacement phone or notification from the above company regarding our claim. Please let me know our next steps. 

 

 

 

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


Sincerely,

*** ******




 

Business Response: check #**** for $700.00 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:

I have not received a cheque in the amount of $700 for a replacement IPhone  from Global Warranty Group as was indicated in their response on July * 2014. Please follow up once again with this company on this matter.  Thanks.

[Your Answer Here]

 

 

 

 

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


Sincerely,

*** ******




 

7/31/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased the IPhone 5 in September 2012 at a Rogers Wireless Cellcom store. They proceeded to sell me warranty to cover any damages to my phone for two years for $157.49. I bought the warranty and went on my way. My cellphone screen cracked in fall 2013. I went back to the Rogers store and they told me to open a claim with global warranty group because I bought insurance with them. On December ***, 2013 I called and made a claim with global warranty group and the same day a 699.00 hold was placed on my account and a deductible of 179.00. They explained that the hold amount was to be credited back when I sent in my phone to Pro mobility. I shipped my phone express on December **, 2013 for $44.12 with UPS and the 699.00 was credited to my account on December **, 2013. They also explained that the 179.00 deductible was taken in order to receive a brand new phone which I thought was reasonable. On December ***, I received a call from global warranty’s accounting department explaining to me that they are out of stock for the iPhone 5s and will be sending me a $700 cheque instead and that I will receive it in 5- 7 business days. I accepted. This Friday will be 17 weeks that I have not received my cheque or a phone call. I have called numerous times getting the same explanation that the cheques are processing and that the accounting department is a little backed up at the moment and that my claim will be escalated and surely someone will call me back.

Desired Settlement: I would like Global Warranty to refund the initial $157.49 that I originally paid for their insurance, the $44.12 I paid to ship my phone express and the 179.00 deductible that was withdrawn from my account for a total of $380.61. In addition to being without a new phone I would like the $700 promised to me as well. For a grand total of $1080.61

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]

 

My complaint has not been resolved at all! I’ve been waiting patiently for exactly 22 weeks today! 6 months since you first promised me a $700 cheque. GWG took my deductible and left me without a phone right before Christmas and I’m a student which is especially low. After this long, all I am asking for is the $700 cheque you promised me and I would like my $179 deductible in a cheque as well. I’ve been so patient talked so nicely to all your representatives when I call and they tell me the same escalation story. You took my money with no intention to send me a cheque. It’s really not that fun hiring a lawyer and going through all that trouble which looks right about reasonable right now.  Please ship my two cheques.   

 

 

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


Sincerely,

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




 

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

Consumer Response: Better Business Bureau:

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

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

7/30/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I lost my phone and called in to Global Warranty back in November 2013 to use the warranty I purchased to replace my phone. They said they couldn't replace my iPhone 4S and that they would reimburse me $450 as a replacement for the product. Not only have I not received the check, but I have not received any status updates, despite my monthly phone calls for requests for updates. I feel sufficient time has passed since I first filed my claim over 5 months ago. I feel like I should have received a check by now. 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: Refund of $450.

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 e-mail is regarding a complaint I made in regards to my cell phone warranty through Global Warranty Group. I received an e-mail from ******* ****** stating that Global Warranty Group has corrected the complaint and fixed the problem.

They have not yet corrected the problem or returned my money.

They are still saying that my claim is being processed but no further action has been taken.

Thank you!
?

 

??

 

 

Sincerely,

***** *****




 

7/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have purchased phone insurance through their third party provider called Ensquared Insurance on 11/**/2013 for my Sony Xperia Z1. Unfortunately I lost my phone during my trip home from JFK and processed a claim on 04/**/2014 , Ensquared immediately charged us $75.00 deductible on the same day. After paying the deductible, we followed all their requirements accordingly, filed a police report and was approved for $500.00 about a week later. Around that time we received an e-mail from Ensquared Insurance explaining their unexpected company shutdown and was instructed to contact GWG directly for all phone insurance claims and services. Included in the e-mail was contact information for GWG, and so I contacted them to check on the status of our claim a month later, The representative who answered our call simply stated that our check has been approved and is currently "processing". He did not give us any clear answers or due date, but simply told us that they will automatically sent the check soon, and do not have to worry. The first time, I gave them the benefit of the doubt and decided to give them another month, so around June I realized the check still hasn't arrived, and immediately demanded an explanation, this time a lady answered our phone and basically told us the exact same thing but stated she will escalate our claim, and do not need to call back because they are now more aware of the delayed payment that is still "processing". On 07/**/2014, I called GWG and the representative told us the exact same thing, stated she will escalate the claim again but will call us back within 24 hours. At this point, I am already fed up and grew really suspicious after reading the horror stories from other customers with GWG insurance from BBB and other review sites. I realized clearly that I am not the only one having this dilemma, and feel that my best solution is to file a complaint with BBB and get this issue resolved ASAP. Its fair to say that GWG does not take their clients seriously, and will continue to fool their customers and delay their payments by any means necessary, or in any case not pay us at all.

Desired Settlement: Amount of $500.00 as agreed upon on 04/**/2014, plus a refund of our $75.00 for failure to fulfill their agreement, as well as forcing us on to take additional actions to resolve what was suppose to be initially agreed upon, so simply put, a check with a total amount of $575.00.

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

7/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased third party insurance from Global Warranty Group to cover theft,damage,repair...etc. of my mobile phone early in 2013. The phone was a Samsung Galaxy S4, and on November **, 2013 I paid a deductible and initiated a claim after my phone had been stolen. I was given a claim number (*****************) and told that a cheque covering the value of the device ($700) would arrive in the mail within two weeks. The cheque never arrived, and since that date I have called into their offices more than 10 times and every single time I have been given the same scripted response that accounting is working on mailing the cheque out and that "we have issued an escalation ticket" to resolve the matter promptly. Every single time I was told that somebody with more information on the matter would be giving me a call back within 48 hours once the escalation was filed, but I have not received a single phone call. Furthermore, when I request to speak to someone in accounting I am time and time again told that it's not possible to connect direct to accounting and supposedly there's no line of communication between departments in the company. This past week I phoned infer the last time and sure received the same typical scripted response, "we are so sorry" "we are working on sending out your cheque" "I have just issued an escalation." I notified them that I was calling in to have matter resolved immediately, and if it was not resolved I would be filing with the BBB. At this point, this company seems to be nothing short of a fraud that has been taking money up front from customers and refuses to pay out when a claim is filed. I have wasted more than enough time on this matter and this company has strung me along for far too long.

Desired Settlement: I would like the full amount of the cheque sent to me as agreed upon in the initial service contract. my address is **** *** ******* ******* **** ******* ******. Thank You

Business Response: check #**** for $700.00 sent 7/** via USPS from our ** office

7/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My phone was stolen and that same day (march **** 2014) I filed a police report and a claim with Global Warranty Group, after paying my $130 Deductible my claim started processing. I was told that they could not find a replacement phone so I was offered a check for $578 which would be mailed to me. I have no received this check after being told that my claim was approved and the check was approved. I have called repeatedly with no new information about my claim since the **** of March, I have also escalated my claim several times with no response via phone or email from their escalation team. They have no problem taking my money, but when they owe it to you it takes months. Product_Or_Service: Other /Samsung Galaxy S3 16gb/ Account_Number: ###-###-####

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) I would like the check to be mailed to me and for my $130 deductible to be refunded for the time and effort I have been putting in to get this dealt with.

Business Response: check #**** for $130.00 deductible sent 7/**/14 via USPS from our ** office

7/28/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased an extended warranty for my apple iPhone 5. In January, 2014, I lost my phone and filed a report on January **, 2014. The claim was processed and they charged me a deductible of $179.00 on the same day. I was told that a replacement phone will not be issued but instead i would receive a cheque for the value of the phone, $750.00. It has been almost 3 months and I have not yet received the cheque. I have called their office 4 times and requested a call back regarding the status of my claim yet they have not given me a courtesy call or email back. Their website, *******************, lists my claim as processed and closed but I have not received anything to date. I requested that they refund my deductible but that has not been done either. My reference with them is ****************** and it is regarding the phone associated with the number ###-###-####.

Desired Settlement: I am requesting to have my warranty honored and a payment received in the amount of $750.00 which represents the value of the phone and the amount i was told i will be sent. I am also requesting my deductible be refunded due to the lengthy delay and hardship this has caused 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 have determined that my complaint has NOT been resolved because:

There is no actual solution to my issue but rather a generic response.

 

 

 

 

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


Sincerely,

**** *****




 

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

Consumer Response:

Better Business Bureau:

At this time, my complaint, ID ******* regarding Global Warranty Group, LLC has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)


Sincerely,

**** *****

7/26/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased warranty for iPhone 5 upon phone purchase in 2012. Made a claim on 09/**/2013, provided police report as required. Claim was accepted, they charged my credit card a deductible. I made phone calls to them on 4 separate occasions multiple weeks apart. Each phone call I was told I was being issued a check, as the phone model was no longer in production. In one conversation, I was offered a refund of my deductible on top of the replacement phone cost. I happily accepted and was told a check was being sent. It has now been 9 months and I have not received payment of any kind.

Desired Settlement: I expect to be issued a check for the value of the phone ($700) as was promised in the warranty contract, and as was promised to me over the phone. I have no way of proving the deductible was promised to be refunded as well, and honestly I think it is fair to honour the contract and pay me the replacement phone cost. Refunding the deductible is not necessary.

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

 

 When I saw that the cheque was sent, I called the company immediately and asked to which address the cheque was sent. This was on June **. The customer service person informed me that the cheque was sent to my previous address. I gave him my new address and asked that the existing cheque be cancelled and a new one sent, or if possible to tell the courier/shipper to change the address. The customer service person told me that he would call me back when he had more information. 


I have not received a call nor have I received a cheque at this time.

Sincerely,

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




 

Consumer Response: Better Business Bureau:

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

Sincerely,

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

7/25/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

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

Desired Settlement: All I want is the cheque of $650.00 to be sent to me. I purchased the insurance in good faith and expect the same from this company. I would also like other consumers to beware of this company.

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

7/25/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

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

Desired Settlement: I want my check with in 5 days !

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

 

 

 

 

In order for the 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 ** offices

7/25/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased an extended warranty on my cellular phone from Global Warranty through my cellular provider. I paid over $100 up front for the coverage. My phone was damaged and I made a claim. The CSR made the claim and gave me two options. Option 1. Pay a large sum of money and they ship me a phone within 4 business days. Then charge me a $90 deductible for the claim once my broken phone is received and refund the larger charge to my credit card. Which I was quite happy with since it was what I paid for. Option 2. Send my broken phone in and once its received, be charged the $90 deductible and then they ship my new phone. I decided on option 1. They charged my credit card $380 and then called me several days later to explain that a replacement phone was no longer available from their suppliers. They offered to refund my $380 and send me a cheque in the amount of $450 instead. And I still had to pay the $90 deductible. I believe I made the original claim on Feb **** 2014. I have called several times. Each time they promised to "escalate" the inquiry and have someone call me back. Finally I called back again on April **** and explained my frustration with how long this has taken and how no one has ever called back. The CSR said they would try again. This time I asked for a refund of the $90 deductible I paid as well as the cheque they should have sent me weeks ago. I also explained that if I did not hear back from anyone or did not receive a cheque by May */2014 I would be making this complaint to the BBB. I was originally supposed to receive a replacement phone in 4 business days. Over 2 months later and I have seen nothing and cent even get a returned phone call. The Rogers wireless dealer where I originally purchased the warranty plan has discontinued selling these warranty plans from having too many customer complaints. I urge the BBB to warn consumers about this company.

Desired Settlement: To resolve this complaint I would like a refund of the $90 deductible plus the $450 they offered me. And after waiting over 2 months Id like to see it fairly quickly.

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:

The business response was generic and impersonal to my actual case. Again my complaint is being blown off and ignored by the business.
This response was no better than what I received from the CSR when I called in. Thier response suggests that the company has internal problems. Perhaps if they can not deliver on thier products they should simply stop offerening them and focus on the many dissapinted customers such as myself.


 

 

 

 

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/**/14 via USPS from our ** offices

7/25/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased Global Warranty Group’s Wireless Protection Program insurance on June *, 2013 from an authorized Rogers dealer for $149.99 plus tax. I lost my Apple iphone 5 32 GB and made a claim on March *** 2014. The agent asked me to obtain a police report, which I did. I provided this information to GWG, and also authorized a $179 charge to my credit card for the deductible on March ****. I authorized the deductible payment because I was told they had all necessary information and could approve the claim. On March **, I was told that iphone 5 had been discontinued, and I was offered a cheque for $750 in lieu of a new phone. I accepted this. No cheque has been sent to me. I have called multiple times, and have been told I will receive a call from the accounting department within 1-2 business days. I have never received any callbacks. The agents I have spoken to have refused to transfer me to a supervisor or provide contact information for the accounting department. It has been over 16 weeks since I made a legitimate claim. I have been waiting for my cheque for over 13 weeks. I am out of pocket almost $330, and have had to purchase a new phone.

Desired Settlement: I would like a cheque for the amount promised to me on March ** in the amount of $750. I would also like to be sent a tracking number so I can see that the cheque has been actually sent out.

Business Response: check #**** for $750.00 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. The cheque arrived July ****.  Thanks a lot!

Sincerely,

****** *****



 

7/25/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Global Warranty is the insurance company for my cell phone. This company is completely separate from my cell phone which is through U.S. Cellular. I started the process of making a claim on Friday, May ****. The process is still ongoing and I haven't received the check promised to me. I sent my phone to them as requested. I was to receive a phone call once received and never did, so I called only to find they didn't have any replacement phones to match my phone. I was offered a check for $580 to replace my phone. I accepted the offer and was told someone would be calling me within 24-48 hours. Nobody called. I have been going back and forth with them for 7 weeks now. Every call is scripted the same (We will send another escalation and you will hear from someone with 24-48 hrs.) Never happens. You can't speak to anyone in escalation. You can't speak to a supervisor. I sent them my phone leaving me with nothing as I was suppose to have a replacement phone within days. I was charged a deductible. I am being charged insurance from them for a phone I don't have. I am being charged from my wireless carrier for a phone I don't have. This is not acceptable.

Desired Settlement: Would like the check for $580 that was promised to me well over a month ago so I can replace the phone that was damaged.

Business Response: check #***** for $580.00 sent 7/**/14 via USPS from our ** offices

7/25/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: opened up a file against warranty service that i bought. still didn't get my cheque. its been over 6 months and i think this is ridiculuous. Handset number - #: **********

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 find that this resolution is satisfactory to me and the matter has been resolved.  received a check july ** 2014 27 weeks after claim not the 3 business day they claimed

Sincerely,

*** ********



 

7/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased warranty on my iPhone 4S from this company through *******, ###-###-#### is the phone number of the phone covered under this warranty. I damaged my phone and contacted them on **APR14 to file a claim. The lady on the phone was very helpful, took my information. She informed me that a $179.00 deductible would be charged to my VISA. In addition to this a $699.99 charge would be placed on my VISA (this would be credited back to my VISA after my old phone was returned to them). At this time I was given a claim number, *****************. I received a confirmation e-mail the next day that my deducible was charged to my VISA and I would be receiving another e-mail shortly with the shipping information of the replacement phone they are sending. This was the last time anyone from GWG has contacted me. I phoned back a week or so later to see how my claim was coming. They said they cannot find a phone to replace mine, "Someone should have called you". They then offered me a cheque for $650 instead of finding me a phone. I agreed to this, they were going to send a cheque right away. After a couple weeks I phoned back to see how my claim was coming as nothing had changed on the on-line claim checking site. They apologized and said "The cheque processing machine is broke down, they would look into it". After another week or so I phoned back and they apologized again and said they would "Escalate" my claim. Phoned back again after a few days and still nothing. I then demanded to talk to someone with the authority to "escalate" my claim but the office was closed until Monday or Tuesday morning, I demanded Monday morning (was a Friday evening so was reasonable that they were closed). I never received a call Tuesday so I called back and was told to wait until the end of the business day, someone would call. They did not call and I phoned back, was told that something must have got mixed up and someone would call in the next 2 business days. They did not call. In short I have paid $179 deductible and a $699 hold until I return my damaged phone. I have had to go and purchase a new phone out of my pocket as they could not find me replacement phone (which is reasonable as the iPhone 4S is outdated). What is not reasonable however is the fact that I have paid this company $878.00 for a service they have not provided or tried to explain any further than taking my money. I am owed a cheque for $650 to cover my phone they could not find a replacement for. That is a difference of $1349.00 (excluding the deductible I need to pay). I am now paying interest on the $699.00 charge to my VISA.

Desired Settlement: I would like this company to immediately send me a cheque or credit my VISA the $650 I was promised. In addition I do not feel confident that once I send my phone in I will be credited the $699 on my VISA that was charged to it until my phone is returned. I would like them to credit this $699 back to my VISA before I send my phone in. In light of the horrendous lack of service I have received from this company I do not feel this is too much to ask.

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]
Noone from Global Warranty Group has made any effort to contact me at ANY point in since my claim was accepted.  This appears to me to be a stall tactic of some sort so my time runs out on being able to dispute their charge on my VISA. After this time runs out I will have no way of recovering the money they charged to my VISA and very likely never see the $650 cheque I was promised in "2 Business Days".  I want my VISA credited $650 instead of sending me a cheque.  They charged my VISA, should be no reason they can't credit it.  

 

 

 

 

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

7/25/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Claim #*****************I filed a damaged phone claim requesting a new phone on Friday, 6/**/14, and was told that I would receive my new phone by Monday, 6/**. When I did not receive my phone on 6/** I called and was told that the claim did not go through and that they were going to put it through at that point. They proceeded to tell me that I would have my phone by Wednesday, 6/**. When I did not receive my phone on 6/** I called again and was told that there was still no tracking number. At that point, I was told that the issue would be resolved and that I would receive an email by the end of the night. However, I did not receive an email that night. I called back on Thursday morning, 6/**, and was told that there is still no tracking number because the phone is on back order. They proceeded to tell me that they could not tell me when I should anticipate receiving a new phone.The next day, Friday 6/**, I was called and told that they found a phone, but that it was a different color then my damaged phone. I explained to them that it was okay and to send me that phone. They proceeded to tell me that I would receive my phone by Monday, 6/**. When I did not receive the phone they said that they were still waiting for a tracking number. On Tuesday, 6/**, they told me that the phone they had for me went to another customer, but that they found yet another one for me with more GBs. I was told I could expect a tracking number by the end of the day. It is now Thursday 6/** and there is still no tracking number. I have made multiple calls to a *** ***** ******, who an "Escalation Representative." However, he has made it clear that there is nothing he can do, except for "keep on eye on it."

Desired Settlement: I paid $250.00 up front for this insurance. I was also charged $150.00 when I made the claim on 6/**/14. I want my $150.00 to be reimbursed and I want a phone that I made this claim for to be sent immediately. I am going on two weeks without a phone. I do not see the point in having insurance on my phone if I can not insure that I will have a phone when I need it.

Business Response: shipped 6/**/14 UPS ******************

7/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Global warranty has failed to provide a replacement iphone 5 as stated in the wireless protection plan that I had purchased for my son's phone.. My son has been without a cell phone for 5 months now. A "refurbished" iphone 5 was sent out to him in February when we initially started the claim, however the phone did not work properly and within a week it completely stopped working. I have been phoning global warranty every week since February to get resolution as I'm paying for cell phone service for a phone that my son cannot use. Ever week I get the same line (from a different customer service representative) that my claim has been escalated and someone will call me within 2 days. To date NO ONE has ever called me and the claim has not been processed. I was told that a cheque for $650.00 would be issued as they could not locate a replacement iphone 5. I was also told that a reimbursement of $60.00 would also be issued as compensation for the wait and hassle. Without a phone my son has missed work opportunities. I have paid the deductible of $179.99 in February and have been paying for the service plan every month at $65/month. Global Warranty's neglect in this matter is costing me money that I don't have and I am extremely annoyed in the situation they have placed me in. What is the point of insurance when the insurer does not uphold their part of the contract? This is not ethically or morally right, please resolve this long outstanding claim!

Desired Settlement: I would like the cheque for $650.00 for the phone replacement and the cheque for $60.00 for the inconvenience and hassle, to be issued 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:

I have been receiving this same response since January.  How long does it take to issue a cheque?  My son has been without a phone since January but we are still obligated to pay the service provider costs every month even though he is not using the service because he doesn't have a phone.  I have already submitted the cheque to Global Warranty for the deductible of the claim in February so I'm not understanding why it's taking so long to issue the cheque so that my son can purchase a  replacement phone. I've run out of patience and would like this claim resolved immediately...as it's costing us money each month.  GWG needs to honor it's obligation in terms of the contract and issue the cheque immediately, as it's long overdue!!

Best regards,
******

 

 

 

 

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/**/14 via USPS from our ** offices

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,

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

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

Complaint: I filed a claim since January 2014 regarding my stolen iPad mini followed normal procedures filling my claims which I was changed for necessary deductible funds, up still now I still can't get anything Back been expecting to get a check which they keep telling me it's gonna be ready since February until this day July ** 2014 I still can't get anything. I feel like I have been scammed or something cos this is ridiculous am getting frustrated and emotional distress all cos of this cos I need my iPad mini 4 my business and thinking it was in a safe hands. Am already thinking if I should contact my lawyer

Desired Settlement: I just need my check to be mailed to me ASAP

Business Response: check #**** for $530.00 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,

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



 

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

Complaint: My phone went missing at a wedding on Friday 7.**.14. I contacted the management as I believe the staff took the phone. I contacted Global Warranty Group, my wireless insurance carrier, on Saturday per Verizon's recommendation to file a claim. The following dialogue was sent to GWG's customer service team this morning at 9:45 am EDT. a. I contacted your company and spoke with *******. ******* was happy to assist but ran into an issue. He stated that my account was in arrears and he was unable to file a claim on my behalf. ******* stated an issue with my credit card. I assured him that my payments were up to date. I was able to determine my wireless insurance company via my monthly credit card statements. ******* expressed empathy, suggested that I file a police report, and updated my notes. I offered to pay the deductible with a different credit card in order to get the claim processed. ******* stated that he was unable to do so because the past due status of my account. ******* promised a callback from your resolution group in one to two business days. b. Per *******’s direction, I filed the police report and call back on Monday. I spoke with *****. ***** documented my police report number. We found an interesting fact together. It appears that your company switched billing locations from NY to TX in May. This is visible in my attached credit card statements. On the February – April statements, there are two charges, one for each of my family’s phones. On the May statement, there are three charges, one from NY and two from TX. On the June & July statements, there are again two charges and they are labeled TX. ***** suggested that I email my statements to you. She also offered to accept a payment for the arrears amount and a penalty charge. I declined due to the discovered billing snafus by your company. ***** explained the callback process and notated my account with urgent language. I thanked ***** for her efforts with the tolls available to her. c. Tuesday morning (2nd business day), I am awaiting a call.

Desired Settlement: I expect: 1) My claim to be processed and a replacement phone to be in my hands within 2 business days (Thursday 07.**.14) 2) An offer from GWG to waive my claim deductible and future insurance payments for a number of months. I trust that they have processes in place for disappointed customers. 3) An apology from GWG

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,

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



 

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

Complaint: Telephone stolen June **, 2014, Filed a claim on or about June ** or **** 2014. Spoke to wireless insurance company and was told the vendor did not have my telephone. I was offered a payment of $300.00 to replace stolen cell phone. I agreed to accept $300.00. To date I have not received a check for the amount agreed. 7/**/14. I have called several times to no avail. They are waiting for accountant department to release the check. I have been with a phone since June **, 2014. I feel like I am being scammed because I had to pay an deductible of $100.00 before they told me they did not have my phone. So in essence I am really getting $200.00 for the phone I insured.

Desired Settlement: I would like to be sent the check promised for $300.00 in timely manner.

Business Response: check #***** for $300.00 sent 7/**/14 via USPS from our ** 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,

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



 

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,

***** *****



 

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

7/23/2014 Problems with Product/Service | Complaint Details Unavailable
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

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

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

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,

**** *******



 

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

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

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.

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

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,

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



 

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

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,

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


 

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,

**** *******



 

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

**** *******



 

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,

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


 

7/18/2014 Delivery Issues | Read Complaint Details
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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

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

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,

******* ****




 

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

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



 

7/17/2014 Delivery Issues | Read Complaint Details
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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

7/17/2014 Problems with Product/Service | 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 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,

***** ******



 

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

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

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

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

**** *****



 

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,

***** ******

7/16/2014 Delivery Issues | Read Complaint Details
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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

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

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

7/16/2014 Delivery Issues | Read Complaint Details
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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

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

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

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

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

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

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

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



 

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

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

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

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

**** ******



 

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

***** ******

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

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


 

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

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

7/13/2014 Guarantee/Warranty Issues | Read Complaint Details
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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,
***** ******

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

***** ****

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,

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



 

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.

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,

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


 

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,

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



 

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,

**** *****



 

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,

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



 

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,
***** ********



 

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

****

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

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



 

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,

***** *****



 

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,

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



 

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,

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

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,

****** ****



 

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,

**** *****

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

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



 

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

******* ***



 

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

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



 

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

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/*

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,

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

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

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/*

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

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/*

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

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

******* ****



 

7/8/2014 Delivery Issues | Read Complaint Details
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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

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,

******* ****



 

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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/**

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/**

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/**

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,

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



 

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/**

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/**

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,

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



 

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/**

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,
******* *******



 

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,

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



 

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,

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



 

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,

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

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,

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

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

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

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

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

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

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

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

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

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

****** ***




 

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

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,

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

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,

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

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,

**** ******


 

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,

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



 

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

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



 

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

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



 

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

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



 

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

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

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

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



 

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

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

***** ****



 

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


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

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

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

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