ComplaintsforGlobal Warranty Corporation

• Initial Complaint

  27/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the Platinum warranty from Global Warranty with the understanding that coverage was, as advertised ".. bumper-to-bumper warranty is designed to match your vehicles original comprehensive warranty." This was the messaging from the dealership that sold the warranty, however this appears to be very much not the case. Approximately 3 weeks ago my claim for rear spring replacement was denied despite the agreement specifically stating that All suspension components are covered under warranty. The reason for denying my claim was the fine print omissions section on the last page of the agreement. The omissions section in fact omits all suspension components on any modern vehicle built today; shocks, leaf springs, coil springs, airbags, struts, fasteners, mounts, . Springs have been a component of vehicles for over a hundred years, therefore the omission of such a foundational, non-wear item is nearly laughable. The text of the agreement is deceptive, contradictory and allows Global Warranty to not cover core vehicle components, even at their highest most expensive warranty tier.

  

  Business response

  29/08/2024

  Global Warranty policies provide an extensive range of warranty products with varying coverage. Your warranty information package was issued and would have been provided to you at the time of sale through your selling dealer that you would have reviewed and signed with your selling dealer.  While these warranties are tailored to cover a majority of costly mechanical failures, it's important to note that not all aspects are included. We are committed to being a leader in the industry when it comes to warranty coverage and customer service. Regarding your Platinum ******************, coverage is applicable to the components listed in the terms & conditions. Please connect with us at ****************************************************** ************** Mon to Fri 9-5 EST for further assistance.

  Customer response

  29/08/2024

   
  Complaint: 22202166
  
  I am rejecting this response because the response does not :
  
  -address my specific claims coverage
  

  -response continues language to suggest the warranty is more extensive than it is in actuality ("....cover a majority of costly mechanical failures...").    The coverage is NOT applicable to 'ALL suspension components" as noted in section 3 as, last page terms and conditions omit the entire suspension system including the parts that I requested coverage.  Therefore the response's use of the term "majority" is again not truthful given the obvious contradiction of sections 3 and section 6 as it relates to my claim.
  
  Sincerely,
  
  *******************

  

  Business response

  05/09/2024

  Please refer to the Terms & Conditions of the Agreement. Your Policy states that coverage is for the listed parts in Section 3, for your vehicle. If the items reported are not listed on the policy, Global cannot assist with the repairs.Suspension coverage applies to the *********************************************************************************************************** Part 6 of your contract. Please note that while coverage applies to mechanical failures,springs are clearly noted in the exclusions portion of your contract as they are considered a wearable part.
  
  At Global Warranty, we strictly adhere to all government mandated privacy laws,as such we are unable to address specific details of your policy or individual claims in this forum. If there is something further you were looking for or did not understand with your specific policy, we encourage you to contact us directly at *********************************************************** customer service team will be happy to review your policy details with you and clarify any questions you may have regarding your specific policy.

• Initial Complaint

  24/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The warranty was purchased March 1, 2024. It was for a 2010 ****** Matrix. I had the car for about one month, when it was in an accident and written off. I contacted Global Warranty and send them in my "proof of loss" for the vehicle. They took about 2 months to get back to me.So, I had "used" on month on a 24 month warranty. The refund cheque (which I haven't cashed) which they sent me was only ******. This is not at all fair!! Please assist in letting me know what to do.Kindest Regards,Mr. ********************

  

  Business response

  24/06/2024

  Hello Mr.********************
  Thank you for bringing your concern to our attention.
  Our timeline recognizes receiving your proof of total loss on May 6th. And your confirmation of cancellation letter sent dated June 6th. This falls in the timeline of cancellations as noted (***** days for processing and approval)
  In addition to cancelling a policy/total loss.  Part 8 in your terms and conditions define the calculation for refund.  
  We do understand your frustration, however your refund is based on the cost price calculated at a prorated calculation less a cancellation fee of $150, less any claims paid, plus applicable taxes.
  You can inquire with your selling dealer of the policy if any further information can be provided to you.

• Initial Complaint

  15/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used vehicle from Toronto Auto Brokers on Sept 21, 2020.With it I added a deferred extended warranty from Global Warranty. I paid for a differed warranty that starts at the end of the manufactures warranty. (Warranty #******)We had an issue with the vehicle and had it towed to a Range Rover repair shop. I called Global Warranty to get processes in place to access the warranty. I was asked to provide the service receipts and did. I was told that hand written receipts were not acceptable. The agent I was speaking to, stated whos to say you didnt buy a book and write them yourself. Our mechanic was willing to verify these were prepared by him but global refused any communication with the mechanic.The Range Rover repair shop connected with Global warranty and Global told them they were not covering because of the hand written invoices. I called Global back when the repair shop told me this and after talking to Global, they indicated were calling the repair shop back to determine what needed to be fixed.The repair shop stated they have gotten no communication from Global since the initial denial. Repeated attempts to contact have been unsuccessful. My car has been at the shop for almost a month and we had to out of pocket pay as they were not able to continue holding the car while waiting for global to return calls.**NOTE: We have looked closely at the terms and conditions and do not see anywhere that hand written receipts from a licensed mechanic are not acceptable. Global refuses to return calls or connect with us or the mechanic who will verify the service/upkeep HAS been completed as was receipted.

  

  Business response

  16/05/2024

  Hello ****, 

  
  I hope this message finds you well. This message is to provide clarification regarding the acceptance of handwritten receipts as legal documents.

  
  Handwritten receipts are not deemed acceptable as legal documents within our terms and conditions for the following reasons:

  
  Evidence of Transaction: Legal documents, including receipts, serve as evidence of a transaction between parties. Handwritten receipts lack the standardized format and verifiable details necessary to accurately document such transactions, potentially leading to disputes or challenges regarding their validity.

  
  Verification and Authentication: Handwritten receipts lack the security features and standardized information found in printed receipts, making them more susceptible to tampering or forgery. Legal documents require a level of verification and authentication that handwritten receipts often cannot provide.

  
  Compliance with Regulations: Legal documents must comply with various regulations and standards to ensure their legal validity. Handwritten receipts may not meet these requirements, leading to potential legal issues or challenges in enforcing agreements or transactions.

  
  Clarity and Legibility: Handwritten text can be subject to interpretation and may lack the clarity and legibility required for legal documents. This can lead to misunderstandings or disputes over the terms and conditions outlined in the receipt.

  
  Consistency and Standardization: Legal documents require consistency and standardization in their format and content to ensure their enforceability and validity. Handwritten receipts often lack this consistency, raising questions about their reliability as legal documents.

  
  In accordance with our terms and conditions, it is imperative that legal documents, including receipts, adhere to the necessary standards of accuracy, authenticity, and compliance to ensure their legal validity and enforceability.
  
  Thank you for your understanding and cooperation.

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid $2589.00 for our extended Warranty and quite honestly we now don't know what we are covered for, given all the hidden extensive "caveats", none of which were ever mentioned by the dealer when we purchased the used vehicle with warranty coverage, which we now know is common practice. I know I was naive.However, used vehicles right now are extremely expensive, and decisions need to be made quickly. I was willing to take the extended warranty, as I wanted a reliable and well maintained vehicle, without lots of unexpected costs especially as I work in a hospital providing a critical ************** for our IT and patient safety systems, so need a reliable car. I was told by the sales representative at the *************** Dealership in ************ that the entire car would be covered for every repair other than brake pads and that I would be foolish not to take the extended warranty. I would get my money back at my first visit to the ************** for a full brake job! I know....I shouldn't have feel for that....Below are the repairs I have made on the vehicle so far. Purchased it March 2023 2 x Brake Pads - not covered which is fine and we understand this.2 x Rotas - plan was sold that only brake pads were not covered. 1 x back Tie Rod - disappointed this was not covered. ******* center said they called Global Warranty and this part didn't qualify. 1 x Caliper - (covered by Warranty)2 x brakes line - not covered - very disappointing.Part of the issue is the exclusions detailed in Part 8 of the contract.Quote - e) Any mechanical failure caused by collision, fire, theft, vandalism, explosion, freezing, overheating, rust/corrosion, contamination, water, acts of God, salt and environmental damage, or any squeaks, rattles, whines, or noises.Salt? environment damage? Freezing? (What vehicle in ****** wouldn't be affected by that?) Whines? Rattles? Noises Really.....?!? What on earth does that mean? On a used vehicle, wouldn't parts suffer from a certain amount of wear and tear caused by rust or corrosion?I wish I would have spoken to service centers and mechanics ahead of time. Ones that I have spoken to have confirmed that warranty companies are looking for ways to excempt themselves from covering maintenance rather than serving there customers. But I guess that is the business model and how they make money.

  

  Business response

  13/05/2024

  Thank you for your inquiry ******,

  Please connect at ************** Mon-Fri 9-5 EST or ******************************************************* to review your concern.

• Initial Complaint

  12/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my truck in to get looked at for warranty work through Global Warranty The shop I go to deals with Global Warranty and I have bad ball joints and sway bar and they need to be replaced urgently Global warranty has not responded to any of the emails from the shop They claim they've only received one on Feb 23, in which the allege they asked for a detailed diagnostic check The shop B&H ******** has emailed them -Feb 29 -March 4 -March 6 -March 21 And not one response back from Global warranty, and my repairs need to be done ASAP, not in a month or two

  

  Business response

  15/04/2024

  In compliance with all applicable government privacy regulations, we are unable to disclose warranty information to anyone other than the policyholder. Unfortunately, without a record matching the provided customer information, we are unable to access the relevant policy details.

  We apologize for any inconvenience this may cause. If you are the policyholder, please provide us with your policy information, and we will gladly assist you further.

  Regards

• Initial Complaint

  08/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought 2018 Ram with extended Warranty from above Company. Filed a Claim within Warranty regulations regarding the 'famous Hemi Tick'. Were told to bring to specific Shop to hook up Computer to see what's going on. We got receipts for all required Maintenance/ Oil changes. 3 of them fell in ******************** and we couldn't get Vehicle in a shop to get oil changes done in requested Time frame. Husband is Hobby Mechanic and Commercial Truck Driver with lot of knowledge, so he changed oil to Manufacture specifications. Got receipts for those 2 as well. We kept logs, and Track of everything to make sure Warranty does NOT VOID. repairing cost was estimated at 7K. Got denied. Brought Truck home as this is our only Vehicle of Transportation. Husband kept up with Oilchanges and required Maintenance. Truck finally blew engine. We never pulled anything or drove long distance due to this issue.Warranty package was offered by ************************** Center, which we had lots of trouble to begin with. We got a 2400$ Package for 700$(screen shot attached)Got wrong Vehicle offered... got corrected yet still wrong Vehicle delivered.Vehicle was at assigned shop in *************, ******* who deals directly with Global warranty. **********************. ************** Computer report attached as PDF Claim #****** Global Warranty ***************** ***********************

  

  Business response

  09/04/2024

  Thank you for your feedback on your claims submission.
  Your warranty agreement states your expired odometer at ******* kms.
  The odometer reading in kilometers had expired (gone over) at time of claim submission resulting in denial of such claim.
  Please connect if you have any questions ********************************************************

  Customer response

  09/04/2024

  Thank you for quick respond. There are a few Corrections I do have to point out!

  1) the Dispute Amount is 7000 $ not 700$ (Amount of upcoming repairs per Computer Analysis from City Automotive, probably even more now)

  2) the Odometer reading at time of Claim was ****** when it arrived at City Automotive and Claim # ****** was started

  3) Odometer was not once mentioned when Claim was denied as per *****************, also mentioned in initial BBB claim. He is the Global Warranty Representative we were communicating with and his phone **************

  So all this beating around the **** now is absolutely unacceptable. And trying to find now all kinds of ex uses to not honor a 2400$ Warranty Package is absolutely unprofessional. 

  If Global Warranty would kindly read the agreement from October 31, 2020 it clearly indicates everything. We only paid 684$ to the Dealership (as they owed us due to major s**** *** on their end at time of Vehicle Purchase) but as I attached screenshot previously from ****** Drives communication regards the 2400$ value of Warranty. 

  All I am asking is Honesty and Professionalism to honor a Service which had been paid for. We PAID for Warranty Service and now have a Truck not driveable.

   

  Customer response

  09/04/2024

   
  Complaint: 21547435
  
  I am rejecting this response because:

  Statement regarding Odometer is not correct.

  Everything is explained in added response. Please refer to all corrections made.

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

  

  Business response

  09/04/2024

  Based on the information you provided the policy #****** was cancelled by your selling **************** is recommended to reach out to your selling dealer for resolution. 

  Customer response

  10/04/2024

   
  Complaint: 21547435
  
  I am rejecting this response because:

  None of previous (Odometer reading or Apparent Cancelation) was ever mentioned at time of Claim #****** when we talked to ***************** at ************************ last June 2023 And as per Global waiting queue all phonecalls are monitored. I am sure the can pull those calls and confirm.

  This is really getting interesting as we never got notified of any cancelation by Dealership 
  
  Sincerely,
  
  *******************

  Customer response

  10/04/2024

   
  Complaint: 21547435
  
  I am rejecting this response because:
  
  None of previous (Odometer reading or Apparent Cancelation) was ever mentioned at time of Claim #****** when we talked to ***************** at ************************ last June 2023 And as per Global waiting queue all phonecalls are monitored. I am sure the can pull those calls and confirm.
  
  This is really getting interesting as we never got notified of any cancelation by Dealership 
  
  Sincerely,
  
  ***** ****

  

  Business response

  11/04/2024

  We apologize for your experience, however according to the details provided by you, policy # #******  has been cancelled by your selling ********** is advisable to contact your selling dealer for assistance in resolving this matter.              

  Customer response

  11/04/2024

   
  Complaint: 21547435
  
  I am rejecting this response because:

  I believe we talk in circles here. To make it very clear I refer to Claim #****** back in 2023 as I want a review of your Denial.

  I do NOT want to open a new Claim as I am very much aware that it is expired now! 

  I contacted Dealership and ********************** confirmed exactly that. So lets cut the chase... at time of above claim denial the contract was very much active and in place regards Mileage as well as timeframe... i am not sure how mych more peoof you want me to come up with? 

  I am super disappointed in service and Customer Treatment. If no acceptable Solution will be found in acceptable Manner I shall take further Steps. To be honest I did not Pay for a Service just to look pretty and play games. I honored my End so I expected that Global Warranty does honor their end
  
  Sincerely,
  
  *******************

  Customer response

  12/04/2024

  
   
  Complaint: 21547435
  
  I am rejecting this response because:
  
  I believe we talk in circles here. To make it very clear I refer to Claim #****** back in 2023 as I want a review of your Denial.
  
  I do NOT want to open a new Claim as I am very much aware that it is expired now! 
  
  I contacted Dealership and ********************** confirmed exactly that. So lets cut the chase... at time of above claim denial the contract was very much active and in place regards Mileage as well as timeframe... i am not sure how mych more peoof you want me to come up with? 
  
  I am super disappointed in service and Customer Treatment. If no acceptable Solution will be found in acceptable Manner I shall take further Steps. To be honest I did not Pay for a Service just to look pretty and play games. I honored my End so I expected that Global Warranty does honor their end
  
  Sincerely,

  

  Business response

  12/04/2024

  Review of Claim denial

  It seems there were multiple reasons for the denial of Claim #******. The first reason cited is non-compliance with maintenance obligations, implying that the policyholder may not have adhered to the required maintenance schedule outlined in the terms and conditions of the policy.
  The second reason mentioned is a mileage conflict, indicating that there may have been discrepancies or inconsistencies regarding the reported mileage of the vehicle in relation to the terms and conditions of the policy.
  Overall, the denial of the claim appears to be based on specific provisions outlined in the policy's terms and conditions which expired Oct 31, 2023.

  Customer response

  12/04/2024

  Just got contacted by Global Warranty Mediator. During conversation the lady repeated only one sentence without further explanation during the length of phone call. ' Claim was denied due to lack of maintenance ' which is not correct. 

  If that is all a so called Mediator can do?

  Customer response

  12/04/2024

   
  Complaint: 21547435
  
  I am rejecting this response because:

  I attached all proof previously. Each single issue got addressed with proof. Maintenance (Receipts of everything), mileage circled in red on both... computer report as well as warranty contract,

  I really feel like all my attaments were not even looked at ....
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company completely ignores my emails regarding getting a refund when the term is over in June 2024. I need clarification on whats going to happen when that ends. 2 emails to them and nothing back at all. Its rude and disrespectful so much that Ive even gotten my lawyer involved to help.

  

  Business response

  08/04/2024

  We do have on record of a response to your email and we are sorry the interpretation of our service has been rude an disrespectful.  We strive to offer exceptional customer service to our policy holders.  Thank you for reaching out to us with this issue and attaching your *************** Contract Agreement. 

  Please refer to your *************** Contract: Terms & Conditions:  

  8.1 CANCELLATION: a) Cancellation by You: You may cancel this Agreement within 30 days of the Agreement purchase date. You may cancel this Agreement by returning to the retail Dealer and completing a Cancellation Request Form. If this Agreement is cancelled within 30 days of the Agreement purchase date, Global will refund the Agreement Retail Price paid for this Agreement, less a cancellation fee of $150, less any Claims paid, plus applicable taxes. Should you have any further concerns please connect with us at ************** Mon - Fri EST. 

• Initial Complaint

  05/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a used vehicle on March 16, 2024 which had a transferrable Warranty (Policy # *******) under a company called Global Warranty. We have submitted all requested documents by March 19 ***** as the transfer request had to be submitted within the first 15 days of the purchase date. As of today April 05, 2024 Global Warranrty has not been able to provide us with a decision (or a timeline for a decision) despite multiple inquiries. Below are some of the answers we have been receiving:We don't know when it is going to be processed or when a decision will be made to your transfer application. Your application is under review...The seller also provided them with her consent to transfer the policy to the new owner and informed them that all previous maintenance documentation were transferred to the buyer. The agents kept on sending emails to the previous owner. On two occasions the agent removed me from the email thread. The previous owner was kind enough to forward me the emails to follow up with Global Warranty.I have been reading many negative reviews and similar experiences on the web regarding this company. It seems like a common tactic to potentially expire or decline the transfer request.Could you please let us know how to best resolve this issue and if the above practice is common to supposedly a reputable company.

  

  Business response

  05/04/2024

  As part of our commitment to strict adherence to all government-mandated privacy laws, we are unable to engage in discussions regarding warranty information with individuals other than the original policyholder.

  Customer response

  05/04/2024

   
  Complaint: 21534385
  
  I am rejecting this response because the orignal owner provided consent to communicate with the new owner since they gave all maintenance records to the new owner. The Global Warranty agent never mentioned that they can only communicate with the original owner. I am not sure how removing somebody from the email thread when the original owner added me is a proper practice.

  This response does not provide a proper justification to the ongoing delays in making a decision on the Waranty transfer. I have seen many complaints about the delays with no proper justification. 

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

  

  Business response

  08/04/2024

  Further explanation:

  The original policy holder has the option to apply for a warranty transfer within 15 days of a change in ownership.  Approval of such requests is subject to the Terms & Conditions Agreement, and is at our sole discretion.  

  These transfer requests are placed in a queue as received by our management team, with the aim of safeguarding all parties involved and ensuring optimal warranty coverage for our customers.  

  Upon approval pending review, the new owner will be notified, and the transfer process will be finalized.  In the event of a denied transfer application, the original owner will be informed as the policy owner.

  Please note that communication from the original owner is not permitted until the transfer process is approved.  This is due to our commitment to strict adherence of government mandated privacy laws. 

  We understand that here may be consumer concerns regarding this process, often stemming form misunderstandings of privacy and confidentiality laws.  However, we are unable to engage in discussions regarding warranty information with anyone other that the original policyholder. 

  We appreciate your patience and understanding during the transfer review process. 

  Customer response

  08/04/2024

   
  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,
  
  ***************************

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ******************************* bought a 2021 ********** tiguan for my company vehicle for my work vehicle I paid roughly ***** for it not including my negative equity on my trade in. I paid 998 dollars for warranty but since I've had it I've had nothing but issues with it from check engine light that keeps on coming on and the interior light along with the light too see the digital diameter or backup camera or stereo. I've spent alot of money too fix the check engine light but every time i get it taken are off something else triggers the check engine light and the suv sounds like c*** when it's running. The warranty I bought apparently covers next too nothing. I don't want my money back I'm not doing this for money I'm doing this because I want them too take the lemon back and give me a decent vehicle for work. That dealership has basically almost shut me down as a contracted employee and I don't want too see them do it too another good person that just wants a reliable vehicle. The person I talked too at the dealership said she's gonna try and get me out of the suv but next thing I know she's trying too get approvel from scotia bank for another loan. I don't want another loan. The only reason I know she tried getting me approved for another loan is she called me back saying it doesn't look like the bank is going too approved me for another loan. I told her I don't want another loan and that's not what u agreed on. She made it sound like she was just going too swap me with a different vehicle.

  Customer response

  02/04/2024

  The warranty company is global warranty and it's supposed too cover things too do with the engine but when it came down too it there was and still is alot of work too put into the engine but global warranty only wanted too put in 500 bucks too cover the cheapest part possible 

  

  Business response

  04/04/2024

  As we empathize with your situation, unfortunately we are only the warranty policy provider.  We do not have an obligation to the vehicle itself only the policy in which you chose at time of purchase.  It would be recommended to contact your dealer. Again, we empathize with your situation. 

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased my 2011 *** 135i from **************************** on March 4th 2023. It is now April 1st 2024. The odometer when purchased read ******* kms and it now reads ******* kms. I have a 3 year or ****** km contract with a deductible of $100. This car has been brought back numerous times involving mechanical failures such as: valve cover leak, trans pan leak oxygen sensor failure, misfire and now an oil pan leak. It took roughly 3 months for them to respond to a claim where they only approved the valve cover and gave ZERO reason as to the denial of the trans pan replacement or o2 sensor.While on the phone with globals customer service line, the lady over the phone was rude and dismissive, seemingly wanting me off the line. Its impossible to contact the proper party involved with your claim and I am assuming it is to prolong the process to the point that the customer simply pays the repairs out of pocket as most have full-time jobs and cant afford to be out their vehicle.I suggest to anyone reading this that you stay far away from this company when purchasing a new or used vehicle. I also urge you to read through your dealership warranty contracts with a lawyer present. I now have to involve my lawyer into a contract that they want you to think is cut and dry. You are expected to never need warranty repairs. These companys are scams that sell these packages on the premises of you having bad luck; that they will have your back.They will most likely respond to this comment telling me to contact them on the same phone line where they treat you as if sending a claim is an annoyance. I am no longer angry, simply disappointed in their lack of communication, customer service and ability to adhere to their end of the contract. I hope I dont have to take legal action but will if the time comes. Stay away from third party warranties! Your time, wallet and sanity will thank me. ;)

  

  Business response

  05/04/2024

  Thank you for your feedback.

  Global Warranty National Claims Manager will be in contact with you to review your claim.

   

*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. ↩