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:21/07/2023

  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.

  I bought a truck last July, and was lyed to at time of purchase,I was told I must purchase warranty or I'm not eligible for the loan. Global warranty was issued to me through drive line auto with no other options provided to me. It was 4000 plus interest. The engine blew up after 3 months/ 2700km and has been a paper weight ever since. After reaching ****** at global he told me he closed the case and they are not liable because I can't provide maintenance records. What maintenance records? I was 7000km from my first oil change. He then chuckled at me and told me I should have read the fine print of my warranty. I was only provided with a single page from global and most of the information on it was my own there is no fine print or details. This situation has ruined my credit, because global, Scotiabank and driveline auto have all ignored my plees for help. So I'm not paying ****** $ for a truck with no engine. If that's what I wanted I could get one for 500$ in the classifieds. It's crippled my business as my current truck is on its last legs that's why I bought a new one. I can't afford to buy yet another truck while paying for a broken one for the next 5 years.drive line auto lied multiple times to get me to buy and I'll be filing a separate complaint for them. But the blatant disrespect and audacity from global warranty is above and beyond. Charging me 5k and not providing under such shading practices. 3 months 2700km I barely drove it off the lot before it died, what maintenance records would you like global? My car wash receipts? Would that really help?

  

  Business Response

  Date: 24/07/2023

  Hello ***,
  We understand that unforeseen mechanical failures are frustrating, and were sorry that your experience was less than satisfactory as we strive to ensure our customers concerns are addressed. 
  We would like the opportunity to personally review your file and concerns.After unsuccessfully reaching you, we ask if you could please contact our ***************** team at *****************-5 EST, Monday through Friday.  We look forward to connecting with you soon.
  

  
  
  
  

  Customer Answer

  Date: 09/08/2023

  I called them twice in the past 2 weeks and never reached anyone. I left 2 msgs with contact details asking for someone to return my calls. No one did, of course. This matter should not be closed

• Initial Complaint

  Date:17/07/2023

  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.

  I have an extended warranty with Global Warranty. I took my vehicle ****** ODYSSEY 2011) to a auto shop recommended by the company (Global Warranty). The Auto Repair Shop diagnosed the problem as a crank shaft issue. During the process for repairing the crank shaft, the auto repair shop informed me of an issue with the oil pan. The diagnostic was sent to Global Warranty. Global Warranty requested photos of the oil pan, so even while the oil pan is covered by the policy they rejected the claim on the basis that it was caused by the Auto Repair Shop and therefore I should be responsible to meet the cost of the repair. I wanted to file a complaint with Global Warranty but they have refused to provide information on the complaint process that is in place to do so. This incident took place in June / July 2023. I end up paying about $900. The Auto Repair Shop advised that this is not the first time and they(Global Warranty) tend to use these tactics very often to denied claims. My reasons for taking on the Warranty was to mitigate against such costs.

  

  Business Response

  Date: 24/07/2023

  Hello *****,
  
  We are sorry you are unhappy with your Global Warranty claims experience.  For over 37 years we have been helping our customers get back on the road 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 6400 claims this year for our customers and were still going strong!  Our team is looking forward to assisting you and providing further clarification regarding this experience. Please contact us at ******************************************************* or phone Monday -Friday 9-5 EST **************.
  .

  Customer Answer

  Date: 28/07/2023

   
  Complaint: 20329531
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 28/07/2023

  I attempted to contact the company based on the correspondence received. I called and left messages and so far no one has contacted me. That is the reason I rejected the option.

  

  Business Response

  Date: 01/08/2023

  Hello *****,
  Thank you for reaching out to us with your concern about Global Warranty.  We understand that unforeseen mechanical failures are frustrating.  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 and policies to better suit the ever-changing market and needs of our customers. As per the Terms and Conditions of your contract, if there is any subsequent damage that was caused during the authorized repair by the repair facility on your vehicle, that component would not be covered. We hope this clears up any concerns you have but should you need further assistance or clarification regarding this experience please contact us at ******************************************************* or phone Monday -Friday 9-5 EST **************.
  

  Customer Answer

  Date: 03/08/2023

   
  Complaint: 20329531
  
  I am rejecting this response because I believe the warranty company has failed to address my issue. They are using "legal niceties." My issue is simply. I took my vehicle to a shop authorised and recommended by Global Warranty, if something happen during the process of them fixing the issue I reported, that shouldn't be my responsibility, that should responsibility should lie with the Warranty company and the Shop. Why I should be the one paying for the recommendation of Global Warranty. That isn't not fair to consumer. As a good corporate citizen Global Warranty should have the decency to reimburse me for the cost incurred. Global Warranty should be more careful how they select shops they are working with. It is not fair to put the burden on the consumer and then try to find legalese not to fulfill your obligations. Act and behave as a good corporate citizen and resolve this matter. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/07/2023

  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.

  Hi,I had submitted claim on February 17, 2023 and two weeks later I was told that my claim was approved and Cheque will be mailed out. Till today I haven't received my money yet. I have tried calling several times and but I wont get any proper answer or explanation. I am seeking now full refund or they pay for the full repair charge.

  

  Business Response

  Date: 20/07/2023

  Hello *****,
  We had a chance to review your complaint, and wed like to apologize for the delay in processing your claim.  Thank you for taking the time to share that with us so we could review and update our business systems and make it right. As promised, your claim reimbursement has been processed and is on its way to you,  Longer than anticipated responses are something that our team at Global Warranty doesn't take lightly.We strive for exceptional service and now know you are happy with your Global Warranty experience.
  
  

• Initial Complaint

  Date:19/06/2023

  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.

  purchased a used vehicle from ************ a while ago…with the purchase of this car I also purchased 5Star Ultimate policy from Global Warranty Corp. which, according to their policies, is a transferable policy with a side clause saying “ with consent”. P.olicy is still good for about 1.5 years or about 30000 KM
  
  In the time I owner the car I had 2 claims totalling less, than what I paid for the policy. I eventually decided to sell the car and called Global’s customer service to confirm, that I can really transfer the policy to a new owner and was assured, that absolutely it can be transferred.
  I sold the vehicle and instructed Global of the sale of my car and to transfer the policy over. I was asked to confirm I sold it and was also asked to authorize Global to from now on only use my buyer as primary contact, which I immediately did via email.
  My buyer followed all the requirements and sent Global the purchase contract as well as all service records. I thought all would be fine.
  
  Then, 2 weeks later, I received a rather harsh call from the VP of Claims from Global saying: I will not give consent to transfer the policy to the new owner and I do not have to give you any reason at all as to why I decide so as per the terms and conditions.
  
  I agrued I had consent before and asked why… he said he does not need to tell me why.. it would be up to him and that he decided not to transfer the policy as I had no consent from him. He furthewr went on saying, that I had 2 claims totalling less than what what I had paid for the policy and that he is not in the business of losing money. He went on saying, imagine I transfer the policy and then the new owner would have another claim and that he would be losing money on that then… he said he is ok if I take a lawyer or go to media as he doesn’t care and the decision is final.
  
  This concluded the conversation.. I saw that Global uses the exact same way/wording with others as well as I found a strkingly same reviews

  

  Business Response

  Date: 20/06/2023

  Hi Jens,
  

  We are sorry to hear you were
  unsatisfied with your experience. If you would like to discuss your situation
  further, please don't hesitate to contact us at ********************** or
  1-800-265-1519. 

  

  Business Response

  Date: 30/06/2023

  Hi Jens,

  Our Client Services
  team can only confirm whether a transfer request is eligible for review. Once a
  transfer request is deemed eligible for review, a member of our executive team
  then reviews the request for approval or denial. We
  strive to provide detailed responses to all customer inquiries. As such, If you
  require any further clarification regarding the outcome of your transfer
  request, please connect with us at [email protected] or
  1-800-265-1519!

  
  

  Customer Answer

  Date: 04/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  The transfer was rejected by Global for no legitimate  reason simply being told that they can refuse transfer whenever they like without giving any reason… its advertised as transferable but the fact it that Global deceives their customers in believing it is only to be told later to better read the exit clause …record of refused transfers by Global speaks for itself…
  
  Sincerely,
  
  
  
  **** ********

• Initial Complaint

  Date:16/06/2023

  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 will attach documentation.i purchased this used vehicle,a **** *** ******* ** **, on Sept the 8th,2022,and also purchased a warranty thru Global warranty. com. There were no problems with the vehicle,until just recently,.The check engine light came on,and I contacted Global warranty at **************,and asked for list of service centers, and was directed to their website.Brookside service station here in *** ******* was on the list,so that's where I took my car on Wednesday, june 14th,and,the,hooked it to the computer,and diagnosed the problem as " **** *****,which is oil control valves". This part is inside the engine,and,is internally lubricated.,( you will have to speak to journeyman mechanic first in order to argue my case).,they then contacted Global Warranty, with their diagnosis.Global Warranty told them it wasn't covered. So today June 15th,I called them,and spoke with their adjuster,in claims,and was told that because it was an " electronic part" it wasn't covered, so I told him that it is " an internal part and is " internally lubricated,,but he argued that it isn't covered.I do strongly recommend talking to a journeyman mechanic. All maintenance has been carried out "well before" they needed to be.

  

  Business Response

  Date: 20/06/2023

  Hi *****,
  We’re sorry to hear that you
  weren’t completely satisfied with your experience. At Global, we strive to be
  accessible and provide detailed responses to all customer inquiries. It
  seems like you require further explanation or clarification regarding your policy.
  If you would like to discuss your situation further, please don't hesitate to
  contact us at ************************* or **************. 
  

  Customer Answer

  Date: 20/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:they say " it seems like I require further explanation " or " clarification " ,but I spoke with them on the same day that i logged the complaint with you .on that day they said that it wasn't covered, because it's " an electronic part," but that's only half right. the part is an OIL CONTROL VALVE,AND IS INDEED INSIDE THE ENGINE,AND ITS LUBRICATED INTERNALLY BY THE ENGINE OIL.My warranty covers ALL INTERNALLY LUBRICATED PARTS.If you call a garage, and speak with a journeyman mechanic,he or she will Confirm what I have about the oil control valve
  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 30/06/2023

  Hi
  *****,

  We apologize if you were unsatisfied with your experience. With
  regards to your warranty, coverage extends to any component that is listed
  within the terms & conditions of your warranty. Upon reviewing your file,
  that component is not covered under the level of coverage you selected. Oil
  control valves are electronic
  components that are not internal to the engine. While oil flows through this
  component to control timing, it is not an internal part. To protect your
  anonymity, we will not disclose any further information regarding your claim
  with us on here. Please connect with us at ********************** for any further
  information or clarification. We look forward to speaking with you!

  Customer Answer

  Date: 05/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:under the warranty I have it specifically states that all internal components that are lubricated with engine oil are covered.they are arguing that the oil control valves are not internal,but the oil control valves are INSIDE THE ENGINE UNDERNEATH THE VALVE COVERS,AND THEY SIT ON TOP OF THE CAMSHAFT,while it controls oil flow,it also requires lubrication. I strongly recommend someone with the BBB to contact a garage, speak with a journeyman, who will verify this
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:16/05/2023

  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.

  Signed into an agreement with global warranty for the used truck I had purchased. The representative who sold it to me stated I was covered under the ultimate 4 start package and had a 27 month warranty as well as other warranty related items. Was told by the representative that everything is covered I just was not allowed to start to use it until 90 days has passed. I waited for the 90 days and took my truck into a repair shop that the company themselves use as it was stated on their site. Was told by the mechanic nothing was covered. So how is nothing covered when I was told everything would be covered. So I refuse to pay into a company who is not giving me the service I had agreed to pay for.
  I would like either my truck to be fixed like the warranty package that was sold to me stated I was covered for and I will get back to paying them for it. Or I would like every penny back I had put into this warranty. I can’t believe companies do this to people this is ridiculous.

  

  Business Response

  Date: 06/06/2023

  Hi ****, 

  We apologize if your experience was less than satisfactory. Upon reviewing your file, it sounds like there was miscommunication about coverage under your specific policy. If you require any additional information or clarification about your policy, please connect with us at [email protected] or 1-800-265-1519. 

  Warmes Regards,

  ****** ****h

  Vice President of Operations

  Customer Answer

  Date: 07/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  The agent who sold it falsely sold it. Live up to the deal that the agent made to sell the product 
  
  Sincerely,
  
  
  
  **** 

  

  Business Response

  Date: 08/06/2023

  Hi ****,
  
  We apologize if there was any
  confusion or miscommunication at the time you purchased your vehicle from your
  selling dealer. If you have questions about what the dealer explained at time
  of purchase, it would be best to discuss with that dealer as we cannot speak to
  other offers or guarantees that the dealer may be providing. 

• Initial Complaint

  Date:29/03/2023

  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 paid for a warranty that shows that’s the parts I need is covered and the warranty company are now saying that they aren’t covering it. and that the dealer only gave me a brochure when I have the papers signed from the dealer on the warranty and what it covers with that warranty. They are telling the garage that they will not cover it. I have all the information on what that said they covers. They are denying that I have the wrong one and that they will not support what I have signed. And they are saying that the plan has changed and they did not notify me know it. I paid $2,849 for this warranty and the parts and labour are going to cost me $4369.94 at the garage and the warranty covers up to $6000 on the claim. Somebody is lying to me whether it is the dealer that I bought the warranty and the car off of either selling me a false advertisement or the warranty that is not owning up to their warranty and what they have said they will cover. I have attached pictures of the paper work I have and highlighted the parts I need in yellow and that is also the papers that the dealer gave me that show what the warranty covers.

  

  Business Response

  Date: 08/05/2023

  We are sorry to hear you were unhappy with your experience. Global Warranty offers a wide variety of warranty products that range in coverage. These warranties are designed to cover a majority of expensive mechanical failures, however not everything is covered. With regards to your warranty, your coverage extends to any component that is listed within the terms & conditions of your policy. Please reach out to us at [email protected] or 1-800-265-1519 if you wish to discuss your situation further.

• Initial Complaint

  Date:08/03/2023

  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.

  February 8, 2023 a claim was submitted to global warranty for repairs to my vehicle for over 4200$ as the timing failed. The repairs are clearly covered under the contract, yet no payment or offer of details in writing, as to why they have not covered the claim have been provided, other than the words "claim denied"
  
  One of their adjusters mistakenly forwarded an email to my repair facility stating ***** ****** ********* ** ****** **** *** ******* ********* , Showing how they have not and do not act in good faith when adjudicating claims.
  
  I have continued to plead with them by email for a reason in writing for the denial and still nothing has been provided.
  
  They got their laywer ****** B. ******* to send me a letter saying my claim was denied, still wothout any details of why, and threatening me to stop emailing them or else.
  
  Then today I received an email from Global Warranty's president and CEO *** *******, and could not be more shocked at his lack of legal acumen and comportment.
  
  His emails read as follows: (verbatim)
  "Were done here ***** claim denied! Please stop with your emails you don’t tell us what we need to do.
  I’m cancelling your warranty without refund effective today as well !
  ****** please deal with this delusional customer thank you! Bill no more further communication with *****! "
  
  Is this how we are to expect the leader of a company to act?
  
  They have no lawful right to deny my claim, especially without a detailed reason for doing so provided in writing and they certainly do not have the right to cancel my warranty without refund.
  
  These folks are criminal and somethign needs to be done about it.

  

  Business Response

  Date: 04/05/2023

  In accordance with the Terms and Conditions of your policy that were provided to you at the time of sale, failure to follow maintenance requirements could result in the denial of a claim. Should you have any further questions or concerns, please feel free to reach out to us at [email protected] or 1-800-265-1519.

  Customer Answer

  Date: 04/05/2023

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

  All service records were provided and all maintenance requirements followed over and above the manufacturers recommended intervals. This vehicle has been cared for with white gloves as are any vwhicles I have owned. The fact I was sold a lemon that has had this issue is unfortunate for you, however that it why I was sold piece of mind, of which you have tried to destroy.

  I have changed the oil roughly every 3500-4000km (4 times in apprx. 14,000km driven) since I took possession of the vehicle, well over the 2015 BMW X1 manufacturer recommended time frame of every 11,000km.

  The first oil service was done by Car-on auto and all other service on the vehicle has been completed by my garage performance boutique.

  The oil and filter services were completed on the following dates:

  December 21, 2021 - 76,748 kms

  April 26, 2022 - 80,354 kms

  September 21, 2022 - 87,246 kms

  January 30, 2023 - 90,484 kms

  All service records (other than the first service with Car-on) have matching dated emails received from the servicing garage, to correspond with when the service was done etc. There is a very clear picture for the courts should you decide to continue to play games and act in bad faith. 

  This will be your last opportunity to approve this valid claim and avoid having to pay the invoice in its entirety when I sue you, where I will provide the details and evidence to the court, of how your adjusters ****** ****** and **** *** clearly do not act in good faith when adjudicating claims.

  Your official response to the claim submission, unless you are now approving it based on the facts, is required in written form sent to me directly at **************@gmail.com, no exceptions.

  You have this claim submission to deal with, also a claim that was approved in which you have not sent payment for regading the starter, as well as the most recent submission for the alternator, in which you have not even respoded.

  Last email received from this scam of a company was from its CEO, *** *******, who stated the following:

  "Were done here ***** claim denied! Please stop with your emails you don’t tell us what we need to do. 

  I’m cancelling your warranty without refund effective today as well ! 

  ****** please deal with this delusional customer thank you! Bill no more further communication with *****!"

  Is the BBB going to support and allow the CEO of a company in this day and age to send this kind of abusive and corrupt email to consumers?

  Does this CEO think that he can circle around the laws in this country preventing people like him from attempting to escape the law with such nonsense?  Mr. *******, you are currently in breach of contract with your statement and your lack of payment on aoproved claims as well as the lack of approval on justified claims.

  Lets not forget to mention the email that was forward in error to my garage between your adjusters ****** ****** and **** *** stating "he's back! Let's hope he doesnt have any service records!" A perfect example of how you have acted soley in bad faith.

  This is your last opportunity to make payment on the approved claim bearing Authorization #********, to approve the justified and covered claim for the timing failure (estimate #1852) as all service records were provided and fall well within the manufacturer recommended intervals, as well as address and approve the most recent claim for the alternator (estimate #****).

  You have 7 business days frim today's date to correct all of the above, to assure me that my warranty is fully intact for its term, or I will sue you for the all cost related to the above, as well as the estimated costs of repairs based on historical values since I have owned the vehicle, up to the specified 200,000km with no time limit, as is written in the legally binding contract.

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

• Initial Complaint

  Date:02/02/2023

  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.

  I want the GAP insurance refunded as well as the warranty asap I’m not taking no for an answer. The dealer lied to me june 13 2022 ** **** Inc when I bought my car said No extra charges were applied. Therefore your contract is null and void as I didn’t know what I was signing I thought it was about the caR.
  
  This is your written notice to return my GAP insurance as the car is paid In full please email me at *********************** with the response about my refund asap. The warranty also needs to be refunded or I just won’t use it and you can give it back after the term your choice.

  

  Business Response

  Date: 02/02/2023

  Should you need any
  further assistance with this matter, please call the Global Warranty Head
  Office at 1-800-265-1519, 9am-5pm EST and speak with someone in our Client
  Services Department.

• Initial Complaint

  Date:14/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 05/01/2023

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

  Customer Answer

  Date: 12/01/2023

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

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

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

  

  Business Response

  Date: 18/01/2023

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

  Customer Answer

  Date: 25/01/2023

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

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

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