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:01/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Upon buying the ***** a warranty was offered to us which we purchased. The reason being that we asked if it would cover "all" road hazards. We were told that it would. My son was driving down a very busy and crowded I-25 in **********, ** when he must've picked up a nail and had a blowout before he was safely able to pull off to the side of the interstate. Global Administrators (aka holders of "the warranty") denied the claim saying that my son failed to stop as soon as the incident happened, therefore shredding the tire. I called and spoke to the claim adjuster who handled the claim (I don't remember his name), and his excuse was as explained above. I then asked him, "So you're saying that my son should have stopped the car as soon as it happened (right in the middle of the roadway) and possibly have caused an accident and killed himself or others?" Although he hesitated, his answer was "yes, because by driving on the tire, your son voided the warranty". My response was that if that was the case, then I was glad he did the right thing and didn't stop. I don't believe that we should have had to pay for the tire replacement because we were assured that it would cover all road hazards. According to the young lady who helped us, this company denied the claim when another company (in her experience) would not have.

  Business Response

  Date: 01/13/2025

  I have reviewed your complaint. The claim was adjudicated per the contract. It is the contract holders responsibility to protect the vehicle, in this case the tire from further damage. However, this incident occurred while driving
  on the highway, and the vehicle has low profile tires. It does not take a lot to ruin the sidewall of a low profile tire under these conditions. I agree this claim should be approved and am overturning the original declination of the claim.
  
  Please send a copy of the paid repair order to my email, **************************************** I will arrange to have a reimbursement check sent out upon receiving the email. Please confirm the address below:
  
  ******** *****
  *****************
  ********************
  
  Thank you
  
  
  ****** J ******
  Director of Operations
  Global Administrators
  Office: **************
  Email: **********************************************************************
  *************************** ******************************
  

• Initial Complaint

  Date:02/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/23/21 I purchased a 2022 ******* Santa Fe from ******** *******. In addition to the vehicle a total protection plan was purchased( which I was told was required) I attempted to use it on 2/20/24 for a tear in the upholstery on the passenger side rear of the seat cover. Global Administrators were sent pictures of the tears. They deemed it to not be covered. I spoke to several people on the phone to include **** a supervisor. He stated that it was broken and not ripped. I told him that the attachments that were on the seat back were not broken but where the fabric attaches to the seat was torn. They refuse to correct the problem. We are going to have to get it repaired ourselves. It clearly states that this is a covered item. We would like to cancel this warranty due to a breach of contract, with a prorated refund. We are looking to rectify this before filing a small claim suit in the ******************************. The policy number is GA-*******.

  Business Response

  Date: 02/29/2024

  I have reviewed this claim including the pictures the contract holder sent to you as part of the complaint. It is interesting to me how the pictures submitted were carefully selected by the customer in order to help build her case. What she is not disclosing is the damage from other side of the seat. The picture that was submitted shows a tear which by itself would certainly be covered. However the other side of the same seat has an area where the fabric is attached by several plastic clips. At some point the whole piece of material was manually pulled from its connectors and tore, ripped, broke what ever adjective you want to use. I have included a picture showing the damage. This was deliberatley done by some one. If I had to guess, something probably fell through the seats and became stuck on the fabric. This fabric resides under the seat. Instead of carefully removing the plastic clips the fabric was yanked so hard the fabric was broken. 

  This abuse is why the claim was denied. We cover accidental interior damages and not damage caused by deliberate actions. There are a few ways this can be handled. She can take this claim to court where the judge will see the damage that was deliberatley casued and have no choice but to agree with our decision or as the customer has asked provide a prorated refund of the contract. This contract unfortunately is not cancellable. I have attached a screen shot of the contract showing it is not cancellable. If the contract was cancellable the refund would not go to the customer it would be sent to the leinholder. 

  That all being said the BBB knows the Global Administrators is a reputable company. I will extend a bit of goodwill for this customer. Have the customer bring the vehicle back to the repair facility and we will provide the necessary repairs. Going forward I would strongly reccomend this customer take better care of their vehicle. This is a one time exception as an offer of good will. 

  Customer Answer

  Date: 03/10/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I will be taking my vehicle to **************** in ********, **********. It is my understanding the part needs to be ordered. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:02/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a used car warranty through Global for my 2018 Kia ******** for $4097. This warranty is sold as bumper-to-bumper coverage on my car, extending from the Kia ********* I have not used my warranty coverage at all at this time. An electronic piece of my door handle stopped working so I took it in to be fixed. A claim was submitted to Global to have this fixed and they are denying the claim stating they do not cover door handles. My door handle works just fine but the electrical piece is not working which shows it should be covered. There is not a part to fix just that so that is why the whole handle needs to be replaced. When I called Global they just kept repeating its a door handle and that it is not their fault that the manufacturer does not sell just the piece that is broken. They should uphold their contract and pay of the issue to be fixed. They have misled me as a consumer stating it's bumper to bumper but then deny coverage for something that is not in my control. I have verified with the dealer that they are not able to just get the sensor piece on the inside of the handle. My claim number is NWD *****. To even pick up my car I had to pay a diagnostic fee to the dealership of $193.14. This should be also paid by the company. I have attached the warranty that I have saying that it should cover the entry system for my car.

  Customer Answer

  Date: 02/26/2024

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 02/27/2024

  
  To whom it may concern at the Better Business Bureau, *************** to Complaint # ******** filed by *********************************. I understand ********* frustration with this matter however unfortunately door handles are not covered components within this contract. The selected plan listed on the contract is our Exclusionary Coverage Plan. This plan includes *************** coverage which does cover power motors and solenoids that are related to the operation of door locks. The item contained inside the door handle in question is not a power motor or a solenoid. An example of a door lock solenoid or actuator as they are sometimes referred to is shown in attachment # 4. The solenoid or actuator is a covered item however not the cause of failure with this particular repair. We do not have a Bumper to Bumper Plan nor is the phrase Bumper to Bumper listed anywhere on our contract. 
  
  The failed item in this case is the inductive proximity sensor located as an integral part of the door handle, as seen in attchment #6. As previously mentioned the door handles, electronic or otherwise are not covered components within this contract. The exclusion of the door handles can be seen in the mechanical/exterior section of the WHAT IS NOT COVERED section of the contract.******** speaks about having to pay for the diagnostic fees. We do cover diagnostic fees for covered items, unfortunately as previously mentioned this particular issue is not a covered item. ******** also questioned manually operated switches and manufacturer installed combination entry system being covered. This is true these items are covered however this vehicle does not have a combination entry system. This would require a key pad to enter the combination into as seen in attachment #**. The manually operated door lock switch is also covered however not the failed item in this repair. The switch is shown in attachment # **. I have attached a copy of her contract for your review.
  
  Please let me know if you need any other information or have any further questions.
  
  Thank you,
  

  
  

  Customer Answer

  Date: 03/04/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********