Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:14/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased our car in April 2018 a 2018 RR and got sold the tire and rim protection (unlimited coverage FYI). I've had my rims repaired and one nail in the tire. I take my car into the dealership for a rim repair in December 2022 and was told that the company is denying my claim. They asked me if anyone had contacted me from Global, I said No I haven't heard anything i'm surprised I wouldn't be called and told.I was provided the contact info for Global and spoke to a representative who then told me a manager would call me.I spoke with a manager this morning who told me my rim repair coverage is being denied going fwd, but all other coverage is still valid. They told me because I had 11 repairs and they had paid out over $2100 they can deny my coverage.I paid approx $2K for the coverage and now their telling me they've covered me for approx the same amount - seems one sided. He stated it is in the policy if i'm not being reasonable with driving - when you go through drive thru's etc. they are tight and realistically shit happens - i'm not going out of my way to make sure I hit the rim at every opportunity. anytime I Would go to the dealership I figure since I have an appointment might as well get a little damage repaired and now Global is using that against me.Also the manager told me it was GW's insurance company denying the claim I asked him for the insurance companies name and contact info-he was surprised and said he couldn't tell me-at that point admitting it isn't their insurance company denying the claim but instead GW.how can they deny a claim WITHOUT going to their insurance company. what a SCAM. so apparently reasonable care to them is diff. VS what a reasonable person would decide for someone who has had NO speeding tix, NO accidents and maintained my car at the dealership in a timely manner.Dealership said i'm not the first person at their location to have an issue with GW - these guys will cut you off as soon as you've reached the amount you paid for it.

  

  Business Response

  Date: 05/01/2023

  This Agreement does not cover:
  k) Any damage resulting from continued operation or
  caused by YOUR failure to take reasonable precautions to protect from further
  damage when an apparent problem exists.
  
  Global Warranty has deemed this client to not be taking
  proper precautions to protect her vehicle.  After repairing 11 rims for
  this customer, and her admittance that she is unable to take her vehicle through a drive-thru lane without causing damage to her
  rims, we would expect that she take necessary precaution to protect her
  vehicle. Your statement that
  we will cut you off is completely false. We have not cancelled the policy and Global continues to
  offer all other coverages that come with this warranty (Tire Protection for
  Road Hazard Damage, Roadside Assistance, Paintless Dent Repairs, Windshield
  Repairs and Rip/Tear/Burn and Puncture Upholstery Coverage) for the remainder
  of the policy. If you require
  further clarification you can contact our claims department for assistance.

  Customer Answer

  Date: 12/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  You can't assess someones ability of unreasonable precautions based on the # of rim repairs completed.  I can accurately say i've never having any driving infractions on my record nor any accidents.  Curbs happen and truthfully if you look at other cars rims I can assure you that you would see damage to approximately 90% of them.  Maybe you can go to business and tell them to make their drive thru's wider (a few come to mind). Also, in my history of rim repairs I think 1 was based on a drive thru - You would have access to reasons as the dealership always asks how it happened and which rim.  

  Failure by Global Warranty to notify me in writing and/or contacting me directly to notify me they were voiding my coverage on RIMS speaks volumes on the company they are.  The fact I found out from the dealership they were denying coverage and the dealership knew before I as the car owner did - something is wrong. The dealership provided me with the individuals info at GW.  When speaking with the manager at GW he told me the insurance company denied the claim, I asked them to provide me with the name of the insurance company and contact information - at which point he backtracked and told me it was GW refusing the claim and not some insurance company, which was obviously a lie by the manager.  I'd love to take this up with the insurance company directly IF in fact it exists according to GW.  Seems like '11' is the magic # for GW over 5 years warranty OR they tap you out after you've reached the amount you PAID for the warranty. What a joke. Too bad my FIL purchased coverage with you too as he bought a new car. had this all occurred prior to him buying it I would have advised him to cancel his coverage.  When i purchased my new car in a few months def will NOT be getting warranty through GW and I don't recommend anyone else should either - might as well pay for the damage yourself if you get cut off at how much you paid. 
  
  
  
  Sincerely,
  
  
  
  ****** B

  

  Business Response

  Date: 18/01/2023

  The agreement does not cover any damage caused
  by your failure to take reasonable precautions to protect from further damage
  when an apparent problem exists. Having approved repairs on 11 occasions on
  this agreement for the same issue, Global Warranty has determined that you are
  not taking proper precautions to protect your vehicle rims.
  
  Your Global Warranty purchase remains active in
  our system with other non-rim coverage which you are eligible
  to submit claims against.
  
  If you require further clarification, you are welcome to contact our claims
  department for assistance at 1-800-265-1519.

  Customer Answer

  Date: 25/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Lacking to answer my question about why i was NOT notified about this being cancelled instead of finding out at the dealership when clearly you had been in contact with them - instead throwing their general wording from the conditions apparently.  I did call and spoke to a manager initially before filing this complaint and again your reasoning makes no sense at all "the insurance company rejected it?" oh wait no GW rejected it - so first and foremost your company should get their story straight.  I guess 2-3 rims a year (cosmetic repairs NOT a replacement) (Average) seems to be bad in Global Warranties books. Also judging by MANY other complaints 11 seems to be the magic # to cut people off rim protection, with NO notification.  Anyone that is thinking of getting this warranty - DON'T!. 

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

• Initial Complaint

  Date:13/12/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a truck not even a year an a half ago, and paid $3500.00 for a warranty from Global Warranty. Beginning of October I noticed something going on with my truck, it wasn't accelerating at some points and felt like it was going to stall at some red lights. I got multiple diagnosis from ********, ***** and finally decided to take it to **** ***** downtown because my truck is Ford and thought they could get to the bottom of all this. They and ***** ******** from Global Warranty were all involved in solving this. Ford said I'd need a new engine, then came back saying that they checked the oil pressure and it's off. That is quite concerning, they then said just the solenoids need to be fixed. Going back with ***** he said they would look for a new engine but couldn't find one. Then when it came to the solenoids being repaired and replaced (which is a bandaid for the bigger problem) ***** said we aren't covering any repairs. This whole event needs to be looked at closely because Ford had just changed timing chains and solenoids not even two years or 700 kms ago. Considering the severity of what's going on, neither Ford nor Global has stepped up to help me. I've had to report this here and with *****. My truck has been sitting at Ford since the 21st of November.

  

  Business Response

  Date: 29/12/2022

  Hi Barbara, 

  Our Claims manager has rectified this issue and offered a solution that works for both parties. We appreciate your patience.

  Customer Answer

  Date: 04/01/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  Barbara Bradley

• Initial Complaint

  Date:01/12/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am trying to get a warranty transfer after purchasing a viechle. The original request was ignored. when I contacted them to check on the progress, I was told they had a person quit and had no record of the request. After months of giving the information needed for the transfer and being given a list of excuses of why it's taking long to complete the transfer. The transfer was denied citing, they don't have the original request. A copy of the request was provided but is not being accepted as proof of the request.

  

  Business Response

  Date: 01/12/2022

   Global Warranty complies with all Federal
  and Provincially mandated Privacy Laws. That being said, since you are not a
  Global Warranty policy holder, and were not the original purchaser of the
  policy, we are unable to share information with respect to the reason that the
  transfer has not been approved by Global Warranty.  Further explanation of
  the transfer denial will have to be obtained from the original purchaser of the
  warranty. 
  

• Initial Complaint

  Date:20/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2009 *** 528i X Drive form ****** automotive in Toronto on April 25th 2022 ( **** *** ). The car came with a “1 star /2 year /unlimited/ 3000.00 max per claim” warranty (THESE ARE SCANS 0-3). When I took the car to a local *** specialist to get a look over, he found that the valve cover had to be replaced because there was oil leaking from it, and the oil cooler (THE QUOT FOR THE WORK ARE SCANS 11 AND 22) . When this was reported to the warranty company. They asked for a, “pressure test of the PCV valve”. It was found that the system was over pressurizing due to the PCV valve. Because the PCV valve is part of the valve cover, (*** built this as one part) that, this would void the warranty claim. Even though oil was leaking form the valve cover which is covered, “it was not covered because the PCV valve is built into the valve cover”. However, In the warranty it clearly states that the “valve cover” is covered ! PLEASE SEE SCAN 2: SECTION 3.1 ENGINE. They would not honor this warranty claim ! Is it my fault the part that needs replacing is part of another part, manufactured by the car manufacturer as one part. If that was the case there should be some kind of clear disclaimer saying that this warranty is not applicable to my car and / or have never been sold such a warranty in the first place. I have included a copy of my warranty in the attachments as well as a copy of the quote for the work to be done, by the qualified *** specialist. He agreed this should be covered and has directly spoken to the warranty company with no avail.
  
  
  
  Thank you for your time, and any assistance you can offer me in this situation. Sad times we live in when we need recourse on something so blatantly wrong.

  

  Business Response

  Date: 28/10/2022

  We are sorry to hear you were unhappy with your experience. Global
  Warranty offers a wide variety of warranty products that range in coverage.
  These warranties are designed to cover a majority of expensive mechanical
  failures, however not everything is covered. With regards to your warranty,
  your coverage extends to any component that is listed within the terms &
  conditions, however the repair center reported that the PCV Valve had failed
  which directly caused your oil leak due to the amount of pressure in the
  engine. Unfortunately, PCV valves are not listed under your 1 star
  policy.  Since the direct cause of failure is the PCV Valve and not the
  valve cover itself, we cannot assist with the repair. 

• Initial Complaint

  Date:19/10/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased Warranty for my car August 23, 2021. Review of the policy shows that all internal lubricated parts, gaskets and seals, and included a variety of parts covered(policy attached and highlighted) with the only exception being High Performance Oil Pump and no mention of Engine Oil Cooler. The Engine Oil Cooler in a Mercedes is housed underneath the intake manifold, connected directly to engine block and is responsible for cooling the oil. My Mercedes had a damaged Engine Oil Cooler Gasket, I attempted to directly work through the repair shop but was told I wasn't covered which I after review of the policy is inconsistent. I tried to work with *** with the Dealer Repair shop as it was a commitment they were unable to fill, but after that failed I had no choice as the leak was getting worse to get the leak repaired. I carefully reviewed their policy again after the repair was completed and paid for to see if there was any merit to the response that it wasn't covered, the justification I received from Global Warranty was that the "Engine Oil Cooler Seal was not covered by the Engine Seals and Gaskets Policy, in fact was not covered by any of the policies", went on to identify another part that is not actually listed as covered and externally located part in rocker arms. The Engine Oil Cooler is required on most all diesels, if there policy was built for gas engines it should not be offered on diesels, when I purchased this policy it was for these exact moments. I wish to have my repair that I already purchased warranty for covered by warranty and re-imbursed for the amount I paid for repair. If that cannot be completed than I wish for a 100 percent refund of the warranty policy, as the policy I sign covered Engine Seals and Gaskets and that commitment cannot be maintained.

  

  Business Response

  Date: 28/10/2022

  We are sorry to hear you were unhappy with your
  experience. Global Warranty offers a wide variety of warranty products that
  range in coverage. These warranties are designed to cover a majority of
  expensive mechanical failures, however not everything is covered. With regards
  to your warranty, your coverage extends to any component that is listed within
  the terms & conditions, we cover SEAL AND GASKETS WITHIN LISTED PARTS which
  means we only cover seals and gaskets if the part is listed under your warranty
  coverage.  After review of your 1 star policy, unfortunately engine oil
  coolers are not listed.  We cannot offer a refund as our cancellation
  policy is only in place for 10 days after purchase. 

   

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• Initial Complaint

  Date:11/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my vehicle with global warranty in March 2022. I had work done on the vehicle in July 2022 with no issues. My check engine light came on the other day and I took it to the mechanic who then let me know what the issue was which is covered by my warranty. The mechanic sent it through to Global for approval and was told that we were not covered by global. Global warranty then called to say that we no longer had warranty due to the dealer not paying. I called to speak with the manager and he agreed that something didn't seem right as I just had warranty work done and approved in July. He told me he would get back to me but I still have not heard from him. No email, no call, no fixed vehicle.

  

  Business Response

  Date: 19/10/2022

  Hi Nicole,
  Thank you for taking the time to reach out to us. Your claim was authorized and completed on October 18th, 2022. Please reach out to your technician for further information. 

• Initial Complaint

  Date:26/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Brought my car into **** **** *** on Sept 9 2022 to have my rims fixed due to cosmetic damage. The warranty I purchased when it was sold to me had unlimited cosmetic rim repairs however my claim was denied. The explanation I got was that I had my rims fixed in February of 2022 due to a really bad winter season in Vancouver. The pot holes and driving conditions were really poor hence I had some cosmetic damage and since I brought my car in for an oil change in February I thought I should get it fix before the summer season. The warranty being denied now basically tells me that they are not honouring the coverage base on what was sold to me. I wish the warranty is more Black and White where they just put we will only fix 8 rims for the duration of the coverage. I don't want anyone buying this warranty to have the same issues as me. This to me is false advertising since it is not unlimited repairs, when they have the option to simply deny the claim. My Dealer Autowest *** had tried to reason with Global on the repair but they have since denied it twice as of Sept 25 2022. My rim coverage basically ended in February 2022 and they did not inform me about it as they just decline any further claims on the rims.
  
  Thanks
  Dave

  

  Business Response

  Date: 28/09/2022

  Good morning Dave,

  We are sorry to hear you were unhappy with your experience. Global Warranty offers a wide variety of warranty products that range in coverage. As per part k under the Exclusions section in your terms and conditions, the Agreement does not cover "Any damage resulting from continued operation or caused by your failure to take reasonable precautions to protect from further damage when an apparent problem exists."

  Please reach out to our claims manager at 1-800-265-1519 should you require further information or clarification on your policy.

  Customer Answer

  Date: 29/09/2022

  
  
  Complaint: 18126506
  
  
  
  I am rejecting this response because: my vehicle is maintained at the *** dealership, the tire pressure and wheels are maintained to vehicle standards. All precautions have been taken. However I park very close to the curb as my home’s street parking is a single lane two way traffic. Occasionally it can accidentally scrape the curb its not something caused by not taking caution. This response from the business is exactly what I meant by false advertising as this is a limited amount of repairs, when they just denied coverage without notice that the coverage no longer valid. This is something they can specify easily at the time of purchase so buyers don’t get the misled to what they are purchasing.

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

  

  Business Response

  Date: 18/10/2022

  We are sorry that you are unhappy with your experience. We do not indicate
  unlimited rim repairs in the policy. This is not a limit but is based on the actions the client
  has taken. After 11(eleven) cosmetic rim repairs we do not feel the customer takes proper precautions to protect their rims from
  further damage. We have paid out nearly $3500.00 in rim repairs and 2 tires on a policy that cost
  the client $1499.00 so we have not shortchanged them. Since the
  policy is now expired, we cannot provide further coverage.
  

  

  Business Response

  Date: 27/10/2022

  While we understand our customer's frustration, Global Warranty has more than fulfilled the terms of the warranty policy and there is no further action we can take.

  Customer Answer

  Date: 27/10/2022

  
  
  Complaint: 18126506
  
  
  
  I am rejecting this response
  
  
  
  Sincerely,
  
  
  
  ******** ****