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:06/02/2025

  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.

  Took our jeep to dealership, had vehicle for 1.3 years. There was crack in engine Blick, so new engine being put in. I guess the tech Sauid 19.2 hrs for labour, Canada warranty Said they are only gonna cover 15.3 hrs. Why only partial. In the policy it states that they will cover all labour costs. And they said we change it over years, but that doesn't matter. It's what it says on policy that we signed. So they are trying to s**** us again like few months ago. Had to pay 900 for new radiator. How can a company say onethibg on contact and then say another thing.

  

  Business Response

  Date: 18/02/2025

  At Global, we strive to ensure that we are the best in the business in warranty coverage and customer service. We understand that you may be disappointed with the decision made on your claim. Regarding the coverage for labor costs associated with the repair of your vehicle, we encourage you to review the Terms and Conditions of your policy, which explains the concept of "Reasonable Cost."  Reasonable Cost means and/or refers to charges to Repair or replace Covered Parts including labour at prevailing labour rates at an Authorized Repair Facility and according to the Current Industry Labour Guide (Global uses Snap-On Shopkey) using new, OEM, rebuilt, remanufactured, and/or parts of like kind and quality, which may include serviceable used parts.

  
  Unfortunately, we cant seem to locate any Global Warranty products under the name or information provided by this account. As we adhere strictly to all government-mandated privacy laws, we cannot discuss specific claim or warranty information with anyone other than the policyholder. If you are indeed a Global Warranty customer please reach out to us at ******************************************************* so we may assist you further.

• Initial Complaint

  Date:10/12/2024

  Type:Sales and Advertising 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 coverage for my 2014 ******** ct's from global warranty company this company was very helpful until they paid almost $10.000 claims and they had fixed my issue with my car until last claim was denied based on oil records i don't get it impervious claims all was smooth ,now only left $3500 from my warranty and they giving hard time iam looking for resolution for this matter or i will take this matters to Court i hope we can get this resolved quickly by BBB my car engine has been damaged and in almost 2 months in ****** engine ****** ****************

  

  Business Response

  Date: 16/12/2024

  Were sorry to hear about your dissatisfaction with your recent claim experience. At Global Warranty, we strive to deliver comprehensive coverage and seamless service to all our customers.
  
  After reviewing your file, we found that your claim was denied due to noncompliance with the maintenance requirements outlined in your policy. Specifically, Part Four of the agreement states:
  "You must retain all invoices detailing dates and services completed, with VIN and the then odometer reading. Failure to produce such valid invoices, regardless of cause, constitutes noncompletion of services and shall, at Globals discretion, result in the denial of coverage as You shall be deemed in noncompliance with the Agreement."
  
  In this case, the oil change records provided did not meet the documentation requirements outlined in the terms and conditions. While we have been able to assist with previous claims, adherence to the maintenance schedule is essential to ensure continued coverage under your policy.
  
  If you have any further questions, contact us directly at ******************************************************* or **************. 

• Initial Complaint

  Date:14/11/2024

  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.

  Not covering my brake calipers,purchased ***** titanium warranty cars sitting in garage 2 months not once did global warranty contact me still waiting lol next step is talking to a lawyer

  

  Business Response

  Date: 25/11/2024

  At Global, we strive to ensure that we are the best in the business in warranty coverage and customer service. We understand that you may be disappointed with the decision made on your claim. Our records indicate that a member of our management team has been in communication with you since this complaint was made. We trust that you have received clarification and an explanation regarding your specific claim as requested. If further clarification is needed, please connect us at ************** Mon -Fri 9-5 EST.

• Initial Complaint

  Date:01/11/2024

  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.

  October 14, 2023 we purchased a 2017 Dodge Ram which included a 2 year unlimited kms warranty for approximately $******* August 2024 our transmission blew. It's been sitting at the dealer since then, waiting for a new transmission. It has now been TEN WEEKS that we have been waiting!!! *************** doesn't even know where the transmission is or when it will come in! We've been giving 3 etas and they keep passing with no transmission. There is a local shop that can have a new transmission from the assembly line to me in one week!!This transmission costs a couple thousand dollars more, so Global refuses to pay for it!I have spend thousand of dollars on car rents and 10 weeks+ is ridiculous and unacceptable to wait for something I've paid for.

  

  Business Response

  Date: 12/11/2024

  At Global Warranty, our claims adjusters put in extensive efforts behind the scenes ensuring both you and your vehicle receive the utmost protection and optimal repair solutions.Unfortunately, we do not have control over manufacturer delays, which can sometimes impact the timely availability of parts. We acknowledge that this process can occasionally be time-consuming and frustrating. As outlined in the terms and conditions of your policy Global agrees to cover the Reasonable Costs for authorized Repairs of Covered Parts which were caused by a Mechanical Failure. We are happy to discuss alternative part supply options with the difference in cost being the responsibility of the customer to cover. If you have any additional questions, please feel free to contact us at ******************************************************* or ************** so we can assist you further. 

• Initial Complaint

  Date:02/10/2024

  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 their tire and rim warranty through a local dealership in ********. It was a 4 year package, and I did not make a claim until the third year when a pot hole was hit. Cracked my rim right through the wheel. They refused to replace the wheel as it was repairable. Well guess what they did? They repaired the rim enough to get it to last another year or so (completely insufficient repair), and then now that my tire and rim warranty has expired, they refuse to replace the wheel. The wheel should have been replaced in the first place. Complete lack of regard to my safety and wallet. Drove on the highway today, and my brand new tires (put on two months ago) had one tire , funny enough the one that was repaired, blow out the side wall of my tire. Now I have to pay $409 plus tax for a new tire and buy a new replacement rim as the rim crack cause this issue. AMA helped me on the side of the road and the gentleman that helped me said there must be an issue with the rim as the tire was perfectly fine, as are the remaining tires on the car. I drive a 2016 ***** IS 350 for reference. I take great care of my vehicle, and looking at all of the rims and tires side by side it is very obvious that there was and continues to be an issue. Global warranty WILL NOT cover you when you need it, regardless of what you pay. They will do a slap job to get you past your coverages and then tell you that you are SOL. Highly advise from giving these guys any of your time, money, trust, or confidence under any circumstances.

  

  Business Response

  Date: 09/10/2024

  Thank you for your feedback. At Global Warranty, we pride ourselves on providing excellent service to all our customers. We understand your frustration and would like to clarify a few points regarding your recent claim.

  
  Our protocol requires a rim specialist to assess whether a rim is unrepairable. In your case, the specialist determined that the rim was indeed repairable, which is why we proceeded with the repair. Additionally, at the time of the claim, there were no indications of any safety concerns; any such issues would have been identified by the rim specialist during their assessment. We provided coverage based on the recommended course of action as directed by the rim specialist.

  Our goal is always to ensure that repairs are carried out safely and effectively, based on professional evaluation. We appreciate your understanding and hope to address any further concerns you may have. If you require additional clarification, please dont hesitate to contact us at ******************************************************* or **************, Monday to Friday, 9 AM to 5 PM EST.

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22372671
  
  I am rejecting this response because:
  
  Quite simply, your rim specialist does not have any idea of what should classify as a safety concern. My tire blew out on the side of the highway because of a poorly repaired rim. Now whether it was the fault of your rim specialist, or the person repairing it, the simple fact is, somebody almost died that day, for a matter of a couple hundred dollars extra to just have it replaced. 
  

  If you do not think that is a serious concern. I think people deserve to know this. 
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 22/10/2024

  Hi *****,
  
  It is our standard procedure to verify whether a rim is indeed reparable or if it must be replaced. We are more than happy to replace rims if deemed necessary. To clarify, we were advised by the certified technician that you took your vehicle to that the rim was reparable. As you mentioned, the repair was completed nearly a year ago, it is difficult to conclude that this recent failure occurred in anyway due to the repair of the rim. If you have any questions about the repair work on your vehicle, we recommend reaching out to the repair center where you had the work done. 

  Customer Answer

  Date: 22/10/2024

   
  Complaint: 22372671
  
  I am rejecting this response because:
  
  

  The rim was not taken to a repair centre. You guys repair through *****, whom dealt with this on my behalf. They assure me you guys refused to repair the rim. Aside from that, it is with absolute certainty that it was caused by a fault repair. The rim is cracked in the same spot. 
  

  As you should know, there are 4 rims on a car. As you should also know, there are 360 degrees on every circle (rims are circles). You mean to tell me, that its difficult to prove that it was because of the faulty repair job that it cracked there? Meaning what? Coincidence? If it was repaired correctly it could have cracked on any one degree of those 360, on any 4 tires. Thats 1/1440 odds, or *******% chance of that happening. 
  

  You guys are just another company that will not take responsibility for your poor workmanship. 

  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:27/08/2024

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:24/06/2024

  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.

  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

  Date: 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

  Date:15/05/2024

  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 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

  Date: 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

  Date:03/05/2024

  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.

  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

  Date: 13/05/2024

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

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

• Initial Complaint

  Date:12/04/2024

  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 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

  Date: 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