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:24/01/2024

  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.

  This is the second issue I have had with this company! The first was because I did my own oil changes, which apparently made my contract void with anything to do with oil maintenance. The manager said he would call me back and never did. Now, my steering column and axle seals are leaking and it has taken them THREE days to get back to my dealer. Because I called them after two days to complain on why it was taking so long for an answer, I told them I needed an approval quick as I was trading in my vehicle. Since saying that, they told my dealership, they were not approving a new part, but sending them a used one! Also, not informing my service advisor when it would be in. I called and spoke to the claims manager *** to get some answers, and not only was he rude, he said this was their protocol. I do not believe that for one second! If I hadnt told them I was trading the vehicle in, they would have approved a new part! This company is a complete scam, and and beyond upset that I gave them my money for a service, and any time I needed to use them , I have to jump through 30 different hoops to get a resolution! I need assistance PLEASE with this company, or at least some assistance in filing a complaint so this does not happen to anyone else. My vehicle is sitting in the shop now waiting for a used part to be shipped and I have no clue when it will arrive! The manager said he would let me know, but based on my last experience with him, I do not believe he will get back to me! Please help!

  Customer Answer

  Date: 24/01/2024

  They have informed me the part has shipped. If my dealer does not receive it within 2 days, Ill let you know. If it gets received, Ill inform you so you can close the complaint.

  thx!

  

  Business Response

  Date: 30/01/2024

  As per terms & conditions Part Four : Your Maintenance Obligations  
   Do-it-yourself oil changes or related services shall not be accepted as proof of maintenance on any coverage under this Policy.
  
  In accordance with our standard operating procedure, we consistently adhere to a reasonable cost  as stated in your Terms &Conditions when evaluating upgrade options for our customers.  In this case, we presented the opportunity for the customer to upgrade to a new steering rack, considering it as part of our routine service. 
  
  The used part we recommended had ****** kilometers less mileage than the current mileage on the vehicle. This ensures that the replacement part is not only an upgrade but also offers a mileage advantage, potentially contributing to improved longevity and performance.Still maintaining its value as the intention was to trade the vehicle in.
  
  We recognize that the preferences and priorities of each customer vary, and we appreciate the decision-making process to decline a new part cost.  Our goal is to provide transparent information and options for our customers to make informed choices about their vehicle's maintenance and upgrades.

  Customer Answer

  Date: 30/01/2024

   
  Complaint: 21193039
  
  I am rejecting this response because: the steering column is clearly a piece of garbage, as now my wheel is extremely hard to turn. Because I have traded in this vehicle, this complaint can be closed. But the warranty on this vehicle is still active, so if the column is broken, which I suspect it is, the new owner will be contacting you. 
  
  Sincerely,

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

• Initial Complaint

  Date:15/01/2024

  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 bought a warranty through my dealership and decided the next day to cancel it. I was told in early October that it could take two months to process my request due to a backlog. On multiple attempts to get an update once two months passed I was told it would be soon. Dec 15th I was told a cheque was in the mail and a month later I still dont have one. This isnt a company doing anything but taking money from people and completely dishonest. How Land Rover chose you to be their insurance provider completely blows my mind. You should all be thrown in jail.

  

  Business Response

  Date: 16/01/2024

  This cancellation request was received on Oct 26th via email from the policy holder.
  
  It is our standard cancellation process to verify with our selling dealers all cancellation polices.  Therefore, it can take 30/60 days or longer for this process to be approved.   This policy was cancelled on Dec 6th and a cheque issued to the lienholder sent out to the address on file Dec 7th via *********** as is our standard practice. 
  
  We can happily reissue a cheque to the address provided on file or an updated address if advised.
  
  We are Canadas leading independent warranty provider and have been protecting our drivers for over 37 years. We lead with innovation and continue to evolve our products to better suit the ever-changing market and needs of our customers. We strive to deliver exceptional client service, worry free driving, and peace of mind. With thousands of dealers and authorized repair centres across ******, over $300 million paid out in claims,and over 2.5 million satisfied customers, dealerships trust Global for reliable service and comprehensive protection plans for their customers.
  
  

  

  Business Response

  Date: 16/01/2024

  *************************** has been contacted.  The postal code originally submitted to us on file was incorrect creating a disconnect on *************************** receiving the cancellation package via ************ A new cheque has been reissued and sent *********** Xpresspost expected delivery date of Jan 18th 2024.

  For any additional information please connect with ****** Services Concierge ************** or ****************************************************

  

  Business Response

  Date: 16/01/2024

  *************************** has been contacted.  The postal code originally submitted to us on file was incorrect creating a disconnect on *************************** receiving the cancellation package via ************ A new cheque has been reissued and sent *********** Xpresspost expected delivery date of Jan 18th 2024.
  
  For any additional information please connect with ****** Services Concierge ************** or ****************************************************

• Initial Complaint

  Date:02/01/2024

  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 have been paying into a warranty on my car. I have tried to submit a claim and they simply do not respond. I have tried calling and they will hang up. Looking online, all they have are negative reviews.

  

  Business Response

  Date: 04/01/2024

  Hello *****,

  We are Canadas leading independent warranty provider and have been protecting our drivers for over 37 years. We lead with innovation and continue to evolve our products to better suit the ever-changing market and needs of our customers. We strive to deliver exceptional client service, worry free driving, and peace of mind. With thousands of dealers and authorized repair centres across ******, over $250 million paid out in claims, and over 2 million satisfied customers, dealerships trust Global for reliable service and comprehensive protection plans for their customers.
  

  Your claim reimbursement has been received via email and put into queue.  The communication you expected may have been affected by the 2023 Winter Holiday. 

• Initial Complaint

  Date:14/12/2023

  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.

  Warranty provider makes egregious false claims in order to deny a valid claim. Refusal to honour the warranty based on pure speculation and fabrication.

  

  Business Response

  Date: 21/12/2023

  ****************,
  We are sorry you are unhappy with your Global Warranty claims experience.  For over 37 years we have been helping our customers ******************** hassle-free with outstanding relationships from our partnering dealers as well as repair shops. We are proud to have paid over 7.5 million dollars on nearly **** claims this year for our customers and were still going strong! For further assistance or clarification regarding this experience please contact us at ******************************************************* or phone Monday -Friday 9-5 EST **************.
  
  

• Initial Complaint

  Date:01/12/2023

  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.

  On may 29,2023 I bought and started financing a used second hand 2013 ******* elantra from fmac auto for $9999.99 and i also additionally paid $2875.00 for an extended warrenty on my vechile so all together i am paying off $13,872.85 because i got the warrent for the fact that it guarantees any large issues with the car will be covered or if anything happened to my engine as the car has many recalls it would all be fully covered as well as many many other things that could break and would be fully covered. On september 7, 2023 i received mail from said warrenty company that they didnt receive the $2875.00 and will be cancelling my services after they personally made many attempts to reach out to the delar them selves to retract the funds but werent successful ive reached out to the delar many times myself and havent gotten any response but to seek legal action. the owner passed in august give or take so the new owner was who told me to seek legal action. I was also informed by a old employee who helped me with my car they wont pay the warrenty like they should

  

  Business Response

  Date: 04/12/2023

  Hello ******,

  We understand your frustration, however we have not received payment on the policy.  After following our guidelines we have cancelled your policy and advise you to contact your selling dealer.  

  

  Business Response

  Date: 04/12/2023

  Hello ******,
  We understand your frustration, however Global Warranty did not receive payment for the warranty from your purchasing dealer after several attempt to collect the outstanding amounts.  In accordance with our Terms & Conditions,Global provided you with notification in writing that payment was not received and therefore your warranty will be cancelled. Unfortunately without payment,Global is not able to ********** your warranty.
  If payment is received at some future time, we would be happy to review your situation again. We apologize for the inconvenience and wish you all the best in the future.

  

  Business Response

  Date: 05/12/2023

  Hello ******,
  We understand your frustration, however Global Warranty did not receive payment for the warranty from your purchasing dealer after several attempt to collect the outstanding amounts.  In accordance with our Terms & Conditions, Global provided you with notification in writing that payment was not received and therefore your warranty will be cancelled. Unfortunately without payment, Global is not able to ********** your warranty.
  If payment is received at some future time, we would be happy to review your situation again. We apologize for the inconvenience and wish you all the best in the future.

• Initial Complaint

  Date:28/11/2023

  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 vehicle from ***************, *********** along with a *************** Contract (Silver) The vehicle was certified on July 31st, 2023. The truck broke down, transmission failure, and was towed to a Mister ************ in ***********, where it was repaired at a cost of $4100. My warranty covers transmission repairs, but was denied because of 'rust/corrosion' on the transmission lines, which is not a measurable thing. It passed inspection, I bought the policy in good faith, but according them this is not covered.

  

  Business Response

  Date: 04/12/2023

  We are sorry you are unhappy with your Global Warranty claims experience.  For over 37 years we have been helping our customers ******************** hassle-free with outstanding relationships from our partnering dealers as well as repair shops.We are proud to have paid over 7.5 million dollars on nearly **** claims this year for our customers and were still going strong! For further assistance or clarification regarding this experience please contact us at ******************************************************* or phone Monday -Friday 9-5 EST **************. 

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 20925804
  
  I am rejecting this response because: I have sent files to the claims department, and have not heard back from Sol. I have called, the number is reception, and they do not have resolution other than forwarding me on to the 'claims' department whicgh brings me back to the original status. Either reject it outright, or move forward with honoring the promise of the original warranty. I was told that I was covered, by Global, before moving on to having the truck fixed.
  
  Sincerely,
  
  **** ***********************

  

  Business Response

  Date: 12/12/2023

  Hello ****, 
  
  Global Warranty is proud to provide many different choices of warranty coverage for purchase. We strive to make these coverages as inclusive as possible within each of the coverage levels. In some cases, your vehicles mechanical failure may have been caused by parts or situations outside the terms of the coverage. We have those items and situations listed on each of our Terms & Conditions. As you mentioned, rust is very difficult to measure and therefore we have that listed clearly on our Terms & Conditions under Part 7: Exclusions. We have taken that out of the equation to avoid differences of opinion.
  
  While we are sorry that this repair fell outside of the terms of your warranty, rest assured that your full Global Warranty is in force for the remaining term of your agreement. In the unfortunate event that your vehicle experiences another mechanical failure, we are happy to do as much as we can to get you back on the road driving with confidence.
  
  

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20925804
  
  I am rejecting this response because:

  Thank you for the response. Again...

  1) I was originally told my repair would be covered by the claims receptionist "transmission, drive train, all seals, gaskets, and line" before I had the vehicle towed from *********** to ***********.

  2) Sol, in claims, used the word 'rust' and 'corrosion' in his intial assessment of the vehicle before I sent pictures, and never having seen the truck in question, he determined that the claim would not be covered, after telling me the reason was because the fluid was low and therefore not maintained properly. The fluid was low because the lines and seal failed causing the leak. I purchased the vehicle on July 24th of this year. It was certified as road worthy, and the warranty was sold by TruNorth, a dealer which represents Global. So somebody needs to accept responsibility for this, breakdown both mechanical and communicative. 

  3) You last message said that you were 'taking the word rust out of the equation, to avoid a difference of opinion' while I appreciate the attempt at clarity, the point being that surface rust did not cause the lines to fail, and if you remove rust from the equation than the warrannty should be valid.

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

  Customer Answer

  Date: 13/12/2023

   
   Complaint: 20925804
  
  I am rejecting this response because:
  
  Thank you for the response. Again...
  
  1) I was originally told my repair would be covered by the claims receptionist "transmission, drive train, all seals, gaskets, and line" before I had the vehicle towed from *********** to ***********.
  
  2) Sol, in claims, used the word 'rust' and 'corrosion' in his intial assessment of the vehicle before I sent pictures, and never having seen the truck in question, he determined that the claim would not be covered, after telling me the reason was because the fluid was low and therefore not maintained properly. The fluid was low because the lines and seal failed causing the leak. I purchased the vehicle on July 24th of this year. It was certified as road worthy, and the warranty was sold by TruNorth, a dealer which represents Global. So somebody needs to accept responsibility for this, breakdown both mechanical and communicative. 
  
  3) You last message said that you were 'taking the word rust out of the equation, to avoid a difference of opinion' while I appreciate the attempt at clarity, the point being that surface rust did not cause the lines to fail, and if you remove rust from the equation than the warrannty should be valid.
  
  
  
  Sincerely,
  
  **** ***********************

  

  Business Response

  Date: 19/12/2023

  While we are sorry that this repair fell outside of the terms of your warranty, rest assured that your full Global Warranty is in force for the remaining term of your agreement. In the unfortunate event that your vehicle experiences another mechanical failure, we are happy to do as much as we can to get you back on the road driving with confidence.

  Customer Answer

  Date: 19/12/2023

   
  Complaint: 20925804
  
  I am rejecting this response because:

  This is not resolution, this is a repetitive message, identical to the last one from Global. Are you so indifferent to your clientele that you can not even give a personal response?

  Here we go again: (read the contents this time)

  Again...

  
  1) I was originally told my repair WOULD BE COVERED by the claims receptionist "transmission, drive train, all seals, gaskets, and line" before I had the vehicle towed from *********** to ***********.

  
  2) SOL, IN CLAIMS, used the word 'rust' and 'corrosion' in his intial assessment of the vehicle before I sent pictures, and never having seen the truck in question, he determined that the claim would not be covered, after telling me the reason was because the fluid was low and therefore not maintained properly. The fluid was low because the lines and seal failed causing the leak. I purchased the vehicle on July 24th of this year. It was certified as road worthy, and the warranty was sold by TruNorth, a dealer which represents Global. So somebody needs to accept responsibility for this breakdown both mechanical and communicative.

  
  3) You last message said that you were 'taking the word rust out of the equation, to avoid a difference of opinion' while I appreciate the attempt at clarity, the point being that surface rust did not cause the lines to fail, and if you remove rust from the equation than the warrannty should be valid and if NOT than offer a refund for the policy since it was not valid.

  4) Why should I beieve that you would honor any future claims as you refuse to acknowledge this one? Section 7, Paragraph (e).
  
  

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

  Customer Answer

  Date: 19/12/2023

  Complaint: 20925804
  
  I am rejecting this response because:
  
  This is not resolution, this is a repetitive message, identical to the last one from Global. Are you so indifferent to your clientele that you can not even give a personal response?
  
  Here we go again: (read the contents this time)
  
  Again...
  
  
  1) I was originally told my repair WOULD BE COVERED by the claims receptionist "transmission, drive train, all seals, gaskets, and line" before I had the vehicle towed from *********** to ***********.
  
  
  2) SOL, IN CLAIMS, used the word 'rust' and 'corrosion' in his intial assessment of the vehicle before I sent pictures, and never having seen the truck in question, he determined that the claim would not be covered, after telling me the reason was because the fluid was low and therefore not maintained properly. The fluid was low because the lines and seal failed causing the leak. I purchased the vehicle on July 24th of this year. It was certified as road worthy, and the warranty was sold by TruNorth, a dealer which represents Global. So somebody needs to accept responsibility for this breakdown both mechanical and communicative.
  
  
  3) You last message said that you were 'taking the word rust out of the equation, to avoid a difference of opinion' while I appreciate the attempt at clarity, the point being that surface rust did not cause the lines to fail, and if you remove rust from the equation than the warrannty should be valid and if NOT than offer a refund for the policy since it was not valid.
  
  4) Why should I beieve that you would honor any future claims as you refuse to acknowledge this one? Section 7, Paragraph (e).
  
  
  
  
  Sincerely,
  
  **** ***********************

  

  Business Response

  Date: 24/12/2023

  A member of our ***************** is trying to reach you. 

  Customer Answer

  Date: 02/01/2024

   
  Complaint: 20925804
  

  I await your phone call from Claims. ************
  
  Sincerely,
  
  **** ***********************

  

  Business Response

  Date: 08/01/2024

  ********************* has been trying to reach out to you. 

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 20925804
  
  I am rejecting this response because: Numerous calls to ************** ***** - including Friday and today (Jan 8). As ******** mentioned this might be a simple case of miscommunication. Again I reside in an isolated community wi-fi is sporadic, but we manage. My wife has cell reception ********** but teaches during the day, conversely I have access to VOip **********. If these numbers are not adequate perhaps ***** could call and leave an exact time when he might me available (EST) to chat and I will call him.
  
  Sincerely,
  
  **** ***********************

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 20925804
  
  I am rejecting this response because:

   

  Complaint: 20925804
  
  I am rejecting this response because: Numerous calls to ************** ***** - including Friday and today (Jan 8). As ******** mentioned this might be a simple case of miscommunication. Again I reside in an isolated community wi-fi is sporadic, but we manage. My wife has cell reception ********** but teaches during the day, conversely I have access to VOip **********. If these numbers are not adequate perhaps ***** could call and leave an exact time when he might me available (EST) to chat and I will call him.
  
  Sincerely,
  
  **** ***********************
  
  

  

  Business Response

  Date: 12/01/2024

  VP of Claims has been in communication with repair center and customer to review present claim denial.  No further correspondence. 

• Initial Complaint

  Date:03/10/2023

  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.

  Regarding: Global Warranty's handling of my warranty claim. Key issues include delays, unresponsiveness transparency and broken commitments:I repeatedly requested information about the calculation of the approved amount, which remained unclear. The initial estimate provided over the phone ($3800) significantly differed from the payment received. There was a lack of communication and transparency about how this amount was determined, despite my inquiries. The processing of my claim was excessively delayed, causing inconvenience and financial strain. Reassurances of resolving the delays were unfulfilled. Despite promises, there was no action taken to address the delay. Many of my attempts to communicate with Global, both via email and phone, often went unanswered. Promises made by the company reps to address my concerns were not followed through. Resolution Attempt: I escalated the matter to management given how I felt having been just ignored and lied to not to mention being ripped off. Their answer was: cancelling your warranty less any claims paid as is our right to do due to the fact your not the kind of customer we want to have or need here at **********************. Please direct any future correspondence to our legal department were done dealing with you and your nonsenseImportant Details:Claim # ****** Amount Received $2,262.49 (significantly lower than expected)Nature of Claim: Suspension control unit replacement Promised Coverage: Up to $5,000 with a $150 deductible Key Contacts:************************* *********************************************************** Initial contact handling the claim, provided inconsistent information and unfulfilled promises.*************************** ************************************************************ General Manager who abruptly canceled the warranty without resolution attempts.I kindly request the BBB to facilitate a resolution between me and Global Warranty, ensuring transparency, fairness, and adherence to the terms of the warranty agreement. Your assistance in this matter is highly appreciated.

  

  Business Response

  Date: 13/10/2023

  This warranty has been cancelled as previously explained to customer.  No further correspondence needed. 

  Customer Answer

  Date: 13/10/2023

   
  Complaint: 20694274
  
  I am rejecting this response because: you cannot simply cancel my warranty with no proper refund just because "I am not the kind of customer you need or want". My complaint is and was valid and you cannot simply cancel someone's warranty because they complained about your service. Those are reasonable complaints. I want a full refund of the $2400 I paid for the warranty if you will not honor it. I was expecting to still be covered under this warranty and now I don't have coverage which is a significant financial risk for me given I have a new born to take care of. You're response is inadequate and not acceptable. 
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 13/10/2023

  Hello,

  I'm seeing a lot of complaints filed on BBB against this company that did not receive a satisfactory result for clients. The company cancelled my warranty and seems to want to cut off communication at this point but they have no basis for even cancelling it nor have they provided an adequate explanation on why they did not completely pay out what was owed under the warranty or how they can simply cancel the warranty at will (no terms of agreement were ever provided or are posted on their official website. After doing a bit of digging, I noticed a lot of their 5 star reviews on ****** from their "customers" are actually dealerships or dealer agents who benefit from selling their warranties (clear conflict of interest). I spotted a few reviews from car dealers on BBB (conflict of interest) and noticed many complaints are refused. In their responses to me and in their response it is clear they do not want to explain anything which goes against BBB's criteria for transparent business practices. Now they're simply dismissing the complaint stating no further communication is needed.. clearly this is avoiding the complaints I've raised and they don't care to honor their commitments.

  In light of all this, I'm very surprised that the company has an A+ score on BBB and would recommend that BBB review this company. Based on my experience I believe Global Warranty may not be fully operating within legal and/or regulatory parameters and I'm very concerned about how consumers such as myself are being manipulated into buying fraudulent products.

  Note I have full email thread with evidence to back up my claims herein as I made sure to be detailed in documenting all my interactions with the company.

  Customer Answer

  Date: 13/10/2023

  Hello,

  I'm seeing a lot of complaints filed on BBB against this company that did not receive a satisfactory result for clients. The company cancelled my warranty and seems to want to cut off communication at this point but they have no basis for even cancelling it nor have they provided an adequate explanation on why they did not completely pay out what was owed under the warranty or how they can simply cancel the warranty at will (no terms of agreement were ever provided or are posted on their official website. After doing a bit of digging, I noticed a lot of their 5 star reviews on ****** from their "customers" are actually dealerships or dealer agents who benefit from selling their warranties (clear conflict of interest). I spotted a few reviews from car dealers on BBB (conflict of interest) and noticed many complaints are refused. In their responses to me and in their response it is clear they do not want to explain anything which goes against BBB's criteria for transparent business practices. Now they're simply dismissing the complaint stating no further communication is needed.. clearly this is avoiding the complaints I've raised and they don't care to honor their commitments.

  In light of all this, I'm very surprised that the company has an A+ score on BBB and would recommend that BBB review this company. Based on my experience I believe Global Warranty may not be fully operating within legal and/or regulatory parameters and I'm very concerned about how consumers such as myself are being manipulated into buying fraudulent products.

  Note I have full email thread with evidence to back up my claims herein as I made sure to be detailed in documenting all my interactions with the company.

  

  Business Response

  Date: 24/10/2023

  This customer had a unsatisfactory experience with his claim because the customer did not follow the claims process outlined in the PART FIVE: Claims & Procedures section of his Terms & Conditions. The customer completed repair work without authorization from Global Warranty and did not call Global Warranty on the next business day after the repair as directed in Part 5.1 e) of the Terms & Conditions.Therefore, the customer overpaid for repairs that ***************************************** would have coordinated at its preferred rate, resulting in a reimbursement less than the actual invoiced amount. Global Warranty reserves the right to: a) refuse any repair cost deemed unreasonable (in its sole discretion) relative to other options as listed in 5.2 a) of the customers Terms & Conditions.
  
  Since this customer decided to complete his repair work without authorization from Global Warranty,additional time was required to review the repairs completed as a diagnosis was not submitted by a certified repair centre prior to completing work which resulted in a longer and normal time for claim completion. Had the customer followed the process outline in PART 5: Claims & Procedures he would have
  Not paid upfront for repairs
  Had a more timely experience with his claim
  Paid less out of pocket as he would only be required to pay any applicable charges which are Your responsibility including Deductible if any, unauthorized charges, consequential repairs or services, fluids, shop supplies, environmental fees, disposal fees, any miscellaneous items, and all applicable taxes to these items and would not have overpaid for parts and labor as listed in part 5.1 g) of the Terms & Conditions.
  
  The customer has been advised that all further communication should be directed to Global Warrantys legal team.
  

  

  Business Response

  Date: 25/10/2023

  This customer had a unsatisfactory experience with his claim because the customer did not follow the claims process outlined in the PART FIVE: Claims & Procedures section of his Terms & Conditions. The customer completed repair work without authorization from Global Warranty and did not call Global Warranty on the next business day after the repair as directed in Part 5.1 e) of the Terms & Conditions. Therefore, the customer overpaid for repairs that ***************************************** would have coordinated at its preferred rate, resulting in a reimbursement less than the actual invoiced amount. Global Warranty reserves the right to: a) refuse any repair cost deemed unreasonable (in its sole discretion) relative to other options as listed in 5.2 a) of the customers Terms & Conditions.
  
  Since this customer decided to complete his repair work without authorization from Global Warranty, additional time was required to review the repairs completed as a diagnosis was not submitted by a certified repair centre prior to completing work which resulted in a longer and normal time for claim completion. Had the customer followed the process outline in PART 5: Claims & Procedures he would have
  Not paid upfront for repairs
  Had a more timely experience with his claim
  Paid less out of pocket as he would only be required to pay any applicable charges which are Your responsibility including Deductible if any, unauthorized charges, consequential repairs or services, fluids, shop supplies, environmental fees, disposal fees, any miscellaneous items, and all applicable taxes to these items and would not have overpaid for parts and labor as listed in part 5.1 g) of the Terms & Conditions.
  
  The customer has been advised that all further communication should be directed to Global Warrantys legal team.

  Customer Answer

  Date: 26/10/2023

   
  Complaint: 20694274
  
  I am rejecting this response because I couldnt be more disappointed with this last answer. It is full of mis-leading and out right false statements. Here are just a few discrepancies in Global Warrantys statements that can be validated through the attachments I provided as evidence:

  1) I called and emailed multiple times prior to the finally going through with the repair and I have full phone records as well as the email communication that clearly shows I called and had to follow up twice by phone and twice by email to get an answer back from Global Warranty. My phone records indicate I called on July 11, July 13, July 21 and many more times thereafter in August and Sept while the repair itself was done on July 21 when I paid for it. I emailed on July 11 and July 17 prior to receiving any answer. Therefore, this customer tried hard to get in touch with ***************************************** and was clearly ignored until it was too late resulting in failure to comply with the Terms & Conditions. It would seem as if Global Warranty did not allow this customer to follow PART FIVE: Claims &Procedures section of his Terms & Conditions.

  
  2) I would have been happy to get a preferred rate if I was actually advised to do so by completing the repair with a preferred mechanic however, Global Warranty has never provided or posted these Terms & Conditions to me and neither did the dealer that sold it to me. My complaint was that there is a clear lack of communication and transparency by Global Warranty which evidently deceived this customer and led to me paying more money out of pocket according to their last statement.

  
  3) The reason for delays was explained to me on multiple occasions over the phone by multiple Global Warranty associates. The reason the associates provided me they were extremely busy and unfortunately overwhelmed with claims. This fact was highlighted multiple times in the email communication between myself and Global that I hope will be read in more detail now. This fact also contradicts your statement that additional time was required to review the repairs completed as a diagnosis was not submitted by a certified repair centre prior to completing work which resulted in a longer and normal time for claim completion. (again, lack of transparency and misrepresentation)

  
  4) My income and family depend on my ability to have transportation and I cannot afford nor is it reasonable for Global Warranty to expect its customers to wait for multiple weeks to hear back from them with any answer all while their mode of transportation is inoperable. As a result of the initial delay of communication both the mechanic and the customer were impacted and one cannot simply leave their mode of transportation for multiple weeks while waiting for any answer from Global Warranty so of course, I had to act eventually and tell the mechanic to go ahead with repairs.

  
  5) Yes, I was advised that all further communication should be directed to Global Warrantys legal team and I agreed to do so but Global Warranty still have not actually provided me any contact information despite my request to do so (the request was ignored). Again,I ask: Please provide your legal teams contact information so I may contact them.

  
  6) Global Warranty abruptly decided to cancel my warranty without any refund or reasonable explanation. The explanation provided was simply due to the fact your not the kind of customer we want to have or need here at ********************** and also stated that were done dealing with you and your nonsense *************************** (General Manager, Global Warranty). This was the answer I received from him after I simply trying to file a complaint with the management team asking for some explanation. I dont believe this is a legitimate reason for cancelling the warranty and I would like to see where Global Warranty has the right to cancel warranties due to the aforementioned reason under it's Terms & Conditions. The reason I ask is because I am interested to learn more about how these Terms & Conditions and Global Warrantys handling of my claim aligns with government laws and regulations for consumer protection. Since the Terms & Conditions were never provided to me as would be expected with any product sale, please have your legal team provide me the full Term &Conditions that applied to my warranty / product and please have them provide proof that these were in any way provided or accessible to me.

  Should you wish to avoid further dispute, I would be happy to accept a refund and what is owed (as originally requested in this BBB complaint) in exchange for canceling the warranty legitimately and dropping the matter.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 30/10/2023

  Management has reviewed the phone conversations exchanged on the dates provided by the customer. Unless there are other phone calls on dates prior to the July 11th and 13th,it has been verified the initial correspondence from the customer to ***************************************** was to submit unauthorized repair expenses for reimbursement. Since the unauthorized repairs were already completed by the customer, the correct process was not followed and alternate direction was given to the customer to submit his repair invoice. While Global has the right to refuse unauthorized charges, as listed in part 5.1 g) of the Terms &Conditions, Global attempted to provide some reimbursement to the customer based on the amounts ********************** would have coordinated at its preferred rate at one of its preferred repair centres.
  
  Had the customer followed the process outline in PART 5: Claims & Procedures he would have
  Not paid upfront for repairs
  Had a more timely experience with his claim
  Paid less out of pocket as he would only be required to pay any applicable charges which are Your responsibility including Deductible if any, unauthorized charges, consequential repairs or services, fluids, shop supplies, environmental fees, disposal fees, any miscellaneous items, and all applicable taxes to these items and would not have overpaid for parts and labor as listed in part 5.1 g) of the Terms & Conditions.
  
  In conclusion, the claims submission process was not followed by the customer.
  

  

  Business Response

  Date: 30/10/2023

  Management has reviewed the phone conversations exchanged on the dates provided by the customer. Unless there are other phone calls on dates prior to the July 11th and 13th, it has been verified the initial correspondence from the customer to ***************************************** was to submit unauthorized repair expenses for reimbursement. Since the unauthorized repairs were already completed by the customer, the correct process was not followed and alternate direction was given to the customer to submit his repair invoice. While Global has the right to refuse unauthorized charges, as listed in part 5.1 g) of the Terms & Conditions, Global attempted to provide some reimbursement to the customer based on the amounts ********************** would have coordinated at its preferred rate at one of its preferred repair centres.
  
  Had the customer followed the process outline in PART 5: Claims & Procedures he would have
  Not paid upfront for repairs
  Had a more timely experience with his claim
  Paid less out of pocket as he would only be required to pay any applicable charges which are Your responsibility including Deductible if any, unauthorized charges, consequential repairs or services, fluids, shop supplies, environmental fees, disposal fees, any miscellaneous items, and all applicable taxes to these items and would not have overpaid for parts and labor as listed in part 5.1 g) of the Terms & Conditions.
  
  In conclusion, the claims submission process was not followed by the customer.

  Customer Answer

  Date: 30/10/2023

   
  Complaint: 20694274
  
  I am rejecting this response because:

  As I stated, the repairs were done on July 21. Therefore, Global Warranty had plenty of time to advise me of these conditions to go with a preferred mechanic but did not. Global warranty waited until it became an inconvenience and impacted my ability to carry on work and family duties before providing ANY response about the claim. The issue is clear: I reached out on July 11, after multiple attempts to get in touch with you and 10 days of waiting I still didn't hear back so I got the repairs done on July 21 to be able to continue to work and tend to family needs. Your expectation that I would simple sit around without a vehicle until I received back a response (August 3) is completely unreasonable.

  The issue that my warranty was immediately cancelled because I simply sent a respectful email complaint still has not been addressed.

  Terms and conditions of my agreement have still not been provided to me.

  Legal department contact information for me to be able to contact you as per your instructions has still not been provided to me.

  I'm not accepting your response until you provide a reasonable one.

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

  Customer Answer

  Date: 30/10/2023

  
   
  Complaint: 20694274
  
  I am rejecting this response because:
  
  As I stated, the repairs were done on July 21. Therefore, Global Warranty had plenty of time to advise me of these conditions to go with a preferred mechanic but did not. Global warranty waited until it became an inconvenience and impacted my ability to carry on work and family duties before providing ANY response about the claim. The issue is clear: I reached out on July 11, after multiple attempts to get in touch with you and 10 days of waiting I still didn't hear back so I got the repairs done on July 21 to be able to continue to work and tend to family needs. Your expectation that I would simple sit around without a vehicle until I received back a response (August 3) is completely unreasonable.
  
  The issue that my warranty was immediately cancelled because I simply sent a respectful email complaint still has not been addressed.
  
  Terms and conditions of my agreement have still not been provided to me.
  
  Legal department contact information for me to be able to contact you as per your instructions has still not been provided to me.
  
  I'm not accepting your response until you provide a reasonable one.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 07/11/2023

  Attached Terms and Conditions

  Customer Answer

  Date: 18/11/2023

   
  Complaint: 20694274
  
  Thank you for providing these terms and conditions. After reviewing it I can conclude on the following items and that Global Warranty in fact violated these terms and conditions as per items 3, 4 and 5 below.
  
  Summary:
  1. Global Warranty did not provide these terms and conditions prior to the claim or for the years after I had purchased this warranty. How can Global expect its customers to follow its procedures if they dont ensure customers are advised what those procedures are?
  
  2. As previously stated and with the evidence I provided, the repairs took place on July 21 and my emails and phone call I provided showed that I contacted Global on July 11 well before. I was advised to submit a request for a claim on July 11 and so I did (via email) and clearly, I followed the instructions in these terms and conditions despite not being aware of them. Therefore, there is no basis for Global Warrantys argument that I did not follow Part 5 section (e) since I was able to get someone on the phone on July 11 and I also submitted the email request on that same day as per their direction. I even had a follow up call on July 13 to ensure I didnt miss anything.
  
  3. As per Part 5 Section (d) Global shall direct You to an Authorized Repair Facility. After contacting global on July 11, I was evidently not directed to an authorized repair facility and therefore misled into a condition of this agreement that is clearly favourable to Global Warranty and puts their customer at risk for failing to follow the terms of their agreement furthermore potentially incurring a financial loss due to Global Warrantys negligence. As previously stated Globals lack of response to simply direct me to an appropriate repair facility and inform me of these terms is unacceptable and was the clear cause of my requiring to get the vehicle repaired at the available mechanic and not an Authorized Repair Facility. Is there an expectation that I am to wait for weeks after the claim request for Global to finally direct me to an authorized repair facility? That expectation is completely unreasonable
  
  4. As per Part 8.1 of the terms and conditions section (b)Cancellation by Global: The companys reason for canceling my warranty due to the fact [Im] not the kind of customer we want to have or need here at ************************ not listed as a valid reason for canceling without providing a cancellation refund.
  
  5. As per Part 8.3 of the terms and conditions Any refunds owed due to cancellation will be made within 30 days of Global completing the Cancellation.As per my previous point, I am owed a refund (at the least) and I have not yet seen this refund which is yet another example of how Global does not follow their own procedure. Furthermore, there is no provision or term that indicates the refund from cancelation by Global will be issued less any claims paid as indicated by Global in their email informing me of the cancellation. Therefore,Global owes me a full refund of what I paid for the policy as per their terms and conditions. Please see Email from Globals General Manager *************************** that I previously attached that corroborates points 4 and 5 I just explained.
  
  Conclusion:
  Lets close this off and quit wasting time. I will accept a full refund for the amount I paid for the warranty ($2411+tax for a total of $2,724.43)and in return I will consider the outstanding claim amount I am owed as well as this issued to be settled and closed. Please let me know if this rationed proposal is acceptable. I believe this is more than fair as I am not even asking for an apology despite given the rude email that I received in response for simply filing a complaint with the company and the frequent delays with conflicting reasons and explanations that dont add up. If Global does not accept this negotiated settlement I will be forced to proceed with filing claims with *************************** and/or small claims to enforce the unfair actions of Global Warranty that have led to this situation.
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 20/11/2023

  
  Complaint: 20694274
  
  Thank you for providing these terms and conditions. After reviewing it I can conclude on the following items and that Global Warranty in fact violated these terms and conditions as per items 3, 4 and 5 below.
  
  Summary:
  1. Global Warranty did not provide these terms and conditions prior to the claim or for the years after I had purchased this warranty. How can Global expect its customers to follow its procedures if they dont ensure customers are advised what those procedures are?
  
  2. As previously stated and with the evidence I provided, the repairs took place on July 21 and my emails and phone call I provided showed that I contacted Global on July 11 well before. I was advised to submit a request for a claim on July 11 and so I did (via email) and clearly, I followed the instructions in these terms and conditions despite not being aware of them. Therefore, there is no basis for Global Warrantys argument that I did not follow Part 5 section (e) since I was able to get someone on the phone on July 11 and I also submitted the email request on that same day as per their direction. I even had a follow up call on July 13 to ensure I didnt miss anything.
  
  3. As per Part 5 Section (d) Global shall direct You to an Authorized Repair Facility. After contacting global on July 11, I was evidently not directed to an authorized repair facility and therefore misled into a condition of this agreement that is clearly favourable to Global Warranty and puts their customer at risk for failing to follow the terms of their agreement furthermore potentially incurring a financial loss due to Global Warrantys negligence. As previously stated Globals lack of response to simply direct me to an appropriate repair facility and inform me of these terms is unacceptable and was the clear cause of my requiring to get the vehicle repaired at the available mechanic and not an Authorized Repair Facility. Is there an expectation that I am to wait for weeks after the claim request for Global to finally direct me to an authorized repair facility? That expectation is completely unreasonable
  
  4. As per Part 8.1 of the terms and conditions section (b) Cancellation by Global: The companys reason for canceling my warranty due to the fact [Im] not the kind of customer we want to have or need here at ********************** is not listed as a valid reason for canceling without providing a cancellation refund.
  
  5. As per Part 8.3 of the terms and conditions Any refunds owed due to cancellation will be made within 30 days of Global completing the Cancellation. As per my previous point, I am owed a refund (at the least) and I have not yet seen this refund which is yet another example of how Global does not follow their own procedure. Furthermore, there is no provision or term that indicates the refund from cancelation by Global will be issued less any claims paid as indicated by Global in their email informing me of the cancellation. Therefore, Global owes me a full refund of what I paid for the policy as per their terms and conditions. Please see Email from Globals General Manager *************************** that I previously attached that corroborates points 4 and 5 I just explained.
  
  Conclusion:
  Lets close this off and quit wasting time. I will accept a full refund for the amount I paid for the warranty ($2411+tax for a total of $2,724.43) and in return I will consider the outstanding claim amount I am owed as well as this issued to be settled and closed. Please let me know if this rationed proposal is acceptable. I believe this is more than fair as I am not even asking for an apology despite given the rude email that I received in response for simply filing a complaint with the company and the frequent delays with conflicting reasons and explanations that dont add up. If Global does not accept this negotiated settlement I will be forced to proceed with filing claims with *************************** and/or small claims to enforce the unfair actions of Global Warranty that have led to this situation.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 28/11/2023

  The selling dealer would have provided the terms and conditions at time of purchase. 

  Customer Answer

  Date: 28/11/2023

   
  Complaint: 20694274
  
  That is besides the point. My point was that Global cancelled my warranty without providing an adequate reason under the terms and conditions, despite the fact I followed the procedure by contacting you well in advance of the repairs being authorized or conducted. I am owed a full refund for the warranty that purchased as per the terms and conditions (Part Eight 8.1b and 8.3). Please confirm if the refund will be issued (to the dealer) as per the terms and conditions. 

  Customer Answer

  Date: 29/11/2023

   
  Complaint: 20694274
  
  I am rejecting this response because:

  
  That is besides the point. My point was that Global cancelled my warranty without providing an adequate reason under the terms and conditions, despite the fact I followed the procedure by contacting you well in advance of the repairs being authorized or conducted. I am owed a full refund for the warranty that purchased as per the terms and conditions (Part Eight 8.1b and 8.3). Please confirm if the refund will be issued (to the dealer) as per the terms and conditions. 

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

  

  Business Response

  Date: 05/12/2023

  This warranty has been cancelled as previously explained to customer.  No further correspondence needed.

  Customer Answer

  Date: 05/12/2023

   
  Complaint: 20694274
  
  I am rejecting this response because: it was canceled contrary to the terms and conditions as previously explained and no refund was provided. Please provide a full refund of the previously stated amount for canceling the policy without cause.
  

• Initial Complaint

  Date:02/10/2023

  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 had leaking transmission cooler lines due to corrosion my mechanic that does a lot of my work claimed power train warranty should cover it I also went to the **** dealership they also said that should be part of the power train when I told the man at the **** dealership that global warranty wouldn't pay if they were corroded or rusted his exact words were since when do you change like new pipe it makes no sense and it wasn't the first big problem I had they didn't want to pay the man at the **** dealership told me it was probably the worst warranty he had ever seen

  

  Business Response

  Date: 12/10/2023

  After reviewing this with senior management, this claim was denied due to transmission cooler lines that were leaking due to corrosion. Rust/Corrosion is listed clearly as an exclusion on your Terms & Conditions, which is also referenced below. The decision to deny the claim still stands due to the reasons above and below. 
  
  PART SEVEN: Exclusions 7.1 This Agreement provides NO COVERAGE to You for any of the following:
  e) Any Mechanical Failure caused by collision, fire, theft, vandalism, explosion, freezing, overheating, rust/corrosion
  
  This does not disqualify you from future coverage on your contract provided that you meet your obligations outlined in your contract. Contract remains in force.

  Customer Answer

  Date: 12/10/2023

   
  Complaint: 20683521
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 12/10/2023

  I would like you to look at the companies response and see if it make sense they won't pay to fix the the transmission lines if they anything but brand new does that make any sense at all to you

• Initial Complaint

  Date:29/09/2023

  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.

  Sep 29/ 2023 I took my vehicle in for a mechanical breakdown of the heater/fan in my 2011 ***** Ridgeline. It won't blow air to defrost and cannot direct airflow. Called Global as I have extended warranty and they refuse to cover the fan actuator motor to direct airflow. The policy reads ************* and Fan. Global says the fan refers only to the plastic squirrel cage not to the other components that direct airflow. That is not what the policy reads. Globals policy also says that "Mechanical breakdowns/Failures means the inability of the covered part to perform the function for which it was originally designed under normal service". In my case the fan for the heater.

  

  Business Response

  Date: 10/10/2023

  As explained by our National Claims Manager to the customer,  based on the terms and conditions of the policy, there was not a  failure of the component listed under their coverage. The policy is very clear on parts component coverage.
  

• Initial Complaint

  Date:28/07/2023

  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.

  when I purchased a car from the dealership, the dealership asked me to buy the insurance from the Global Warranty Company in order to apply for the car loan.then I want to cancel this policy but the dealership said I won't be get any refund from this policy, and the Global Warranty Company said I have to contact the dealership. but how come this policy issued by the Global Warranty Company, I purchased this insurance product from the Global Warranty Company not dealership, I have to contact dealership?now the dealership just said they do not give me refund.

  

  Business Response

  Date: 01/08/2023

  Hello ****,
  Thank you for providing the information with respect to your cancellation and we have been in contact with the Dealership to help resolve this issue. They should be contacting you directly to advise how the cancellation will be processed. Here at Global Warranty, we strive to be Canadas leading independent warranty provider and appreciate your concern and insight which will help us in the future. If there is anything else we can assist you with, please contact us at **************************************************** or **************, M-F 9am till 5pm EST. 

  

  Business Response

  Date: 01/08/2023

  Hello ****,
  Thank you for providing the information with respect to your cancellation and we have been in contact with the Dealership to help resolve this issue. They should be contacting you directly to advise how the cancellation will be processed. Here at Global Warranty, we strive to be Canadas leading independent warranty provider and appreciate your concern and insight which will help us in the future. If there is anything else we can assist you with, please contact us at **************************************************** or **************, M-F 9am till 5pm EST. 

  Customer Answer

  Date: 03/08/2023

  until today, august 3,2023. the dealer ( Jaguar Land Rover Richmond, ******************************************) has not contact me yet.

  I have also report this matter to VSA ( *********************** of BC), and the case is still under processing.