Complaints

This profile includes complaints for HUB International Canada West ULC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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HUB International Canada West ULC has 203 locations, listed below.

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  HUB International Canada West ULC

  400 4350 Still Creek Dr Burnaby, BC V5C 0G5

• 

  HUB International Canada West ULC

  27526 Fraser Hwy Aldergrove, BC V4W 3N5

• 

  HUB International Canada West ULC

  100 13630 72 Ave Surrey, BC V3W 2P3

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  HUB International Canada West ULC

  96 30125 Automall Dr Abbotsford, BC V2T 5M1

• 

  HUB International Canada West ULC

  15 2991 Lougheed Hwy Coquitlam, BC V3B 6J6

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:28/03/2025

  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 called HUB international in ******* on Island highway, And dealt with *****, who was the most unprofessional and rude insurance broker I have ever come across. He seemed to know nothing about the process or what he was selling me. Midway through our phone call. I had a crisis at work and explained I needed to go and call him back and he simply said no. I am not allowed. you can't hang up? Excuse me ? he explained it was illegal for him to send me forms over email for me to DocuSign without me still on the line. I hung up anyway since it was an emergency, And 15 minutes later the DocuSign documents arrived in my email. this was contrary to **** law as he told me, so he violated the law already in his own words. prior to signing and submitting them, he told me That's switching from private insurance to ****. there would be no cancellation or other fees. I was lied to. I paid hundreds of dollars in fees that came out of my account on top of another **** fee that he never told me about. Left several messages with him. he refused to call me back. What I called hub international they lied to me and told me he was on lunch for the whole 4-Hour afternoon that I called. Royal, still to this day has refused to call me back or answer any messages or offer any help. lies and violation of law cost me hundreds of dollars and that is not okay. he needs to be held accountable and I need to be compensated for my losses. this was not my fault I was lied to, And ICBC law was not followed. please inform the business that if this is not rectified between me and them personally that I will continue to escalate this through **** in ******* will be named personally and I will make sure he is held accountable for violating **** law and I will take this as far as I need to go.

  Customer Answer

  Date: 22/11/2024

  I would like $83 refunded that was charged. after promising me there would be no charges. there are reportedly claims that were fraudulently made under my insurance account which caused my rates to go up and I paid higher rates because of this for one month and I would like that refunded approximately $100. I am seeking a total of $183 currently and upon further investigation if there are more charges that were charged illegally to me, I will seek compensation for that but currently $183

  Business Response

  Date: 02/04/2025

  While we regret that your experience did not meet your expectations, we want to address a few key points in your complaint.  We acknowledge that the communication during your interaction could have been clearer, and for that, we sincerely apologize. That said, we must emphasize that at no point was there any fraudulent or illegal activity related to your transaction.  Your concerns were escalated to our Vice President on the afternoon of January 29th, and we responded promptly on the morning of January 30th. During that communication, we provided a detailed breakdown of the premium finance fees, short-rate cancellation charges, and the standard procedures followed. These fees are not imposed by our staff arbitrarily but are industry-standard costs associated with changes to insurance policies.  As a goodwill gestureand not an admission of wrongdoingwe offered to reimburse you $47.84 to cover the short-rate cancellation fee, which we hoped would help resolve your concerns. Knowing that you are still frustrated, we will proceed with issuing you a cheque in the amount previously mentioned of $47.84 and will have that mailed to you.   To reiterate, while we understand and regret that your experience was frustrating, there was no violation of any laws.

• Initial Complaint

  Date:25/09/2024

  Type:Billing 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.

  After reading over this insurance policy at home we noticed that they had added a $600. Referral Fee to the price of the policy. We were not informed of this hidden fee by either Chis Wooldriidge, the HUB International **** or **** ******, ***************** Manager of Castlegar ******.

  Business Response

  Date: 02/10/2024

  I have spoken to ***** and he has provided the following statement: 

  "Here is my speech in regard to the dealer referral fee. 
  When I start the introduction process, I mention the clients pay the same amount at the dealer as they would at the office.
  The 2nd time I mention it is at the time I do the coverage confirmation form and say..
  "As I mentioned earlier, the amounts you are charged here and at the office are the same. However, every time a policy like this is sold,there is an element of our profits the dealership receives. When you look at the replacement policy you will see "referral fee", you are not charged that in that in addition to the premium, we are just obliged to make sure you know that we give some of our profit to the dealership, regardless of you paying no different. This similar to a real estate transaction where everyone knows what everyone makes."  Once that is mutually understood, I then proceed. 
  I repeat this word for word with every client to prevent events just like this from happening. 
  To take an over-the-top, full disclosure approach, I even have the clients initial where the fee is plainly on the declaration. Additionally, I have them both sign the coverage confirmation where the fee is also indicated."

  I, as well as all of ******* colleagues, have witnessed this conversation with clients time and time again and he always discloses the fee paid to the dealers. Just to reiterate what he said above, the clients would be charged the same amount regardless of the fee or not. The fee comes out of the company profits as a referral for the business. 

  In addition, I have provided two documents stating the dealer fee, one the clients signed right under it and the other the clients initialed the dealer fee.

  Should the clients wish to cancel the policy they can contact our office prior to October 10, 2024 (30 days from the effective date) and we would be happy to help them with that. 

  Please let me know if there anything further we can do.

  Thank you, ****** *****, Branch Manager, HUB International 

  Customer Answer

  Date: 17/10/2024

   
  Complaint: 22324165
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *****

  Customer Answer

  Date: 18/10/2024

   

  We were told that HUB insurance would pay a fee to the dealership, we were not told that we would be charged that $600 referral fee.

  Business Response

  Date: 23/10/2024

  Hub International and Optiom give a portion of the premium paid to the dealership as a referral fee.  The premium to the consumer does not change because of this referral fee.  In this instance,the premium of $2891, will be split between Optiom, the dealership ($600) and Hub International.  If the policy had been purchased at a ********** instead of at a dealership, the premium would still have been $2891 and would have gone to Optiom and Hub International.  So essentially,  Hub and Optiom receive less when there is a dealer fee involved.  Consumers do not pay more.  We hope this helps to clear up any confusion on the fee to the dealership.

  Customer Answer

  Date: 24/10/2024

   
  Complaint: 22324165
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *****

  Customer Answer

  Date: 24/10/2024

  When we told the Financial Manager at ******************************* we would be getting insurance he said that he would set up an appointment with their **** with no mention of the $600 referral fee that we would be paying. 
  During the meeting with the *** **** he went into great detail why it was better to get the Optiom full replacement policy over the **** policy.

  He also suggested splitting the payment into three payments making it more difficult to notice the $600 additional fee. 

  He did say that *** had to pay a fee to the dealership but he did not say that we would be charged this additional $600 fee.

  If we had been told about the $600 fee we would not have taken this policy !

  
  

• Initial Complaint

  Date:15/07/2024

  Type:Billing 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.

  I own two houses. Both have home insurance on them using Hub International as the broker.House number 1: Insurance due April 15th. I go into Hub and pay my policy in full April 15th. One month later I receive a registered letter from my insurance company stating non-payment. I receive a phone call from my ***************** who also received the letter. We have now have problems because my mortgage company is told we no longer have home insurance. This is a requirement. I go into the ********** to question this and am told "don't worry about it, you have insurance." Turns out Hub did not send my payment in a timely manner and it looks like I in fact had not paid. I had to contact ***** directly with my receipt proving I paid on time.House number 2: Home insurance due June 14th. I go into the office June 11th to sign the renewal and give banking information, (this home is on a payment plan) requesting payment comes out of the same account as last year and provide this account. July 12th I go into the office they STILL have not sent off my documents. Today is July 15th we are now a whole month again past due and my paperwork has yet to be sent to the insurance company. I contact the insurance company again, on my own, (Beacon, different company) only they inform me I must deal through a brokerage. Two homes two times not following through with their jobs. How is this anyway to do business?Next year come renewal time am I going to have higher rates due to these two instances of 'non payment' committed by the brokerage? How can I rectify this? How am I to know if I have current home insurance?Very very unhappy with the lack of education and follow through on Hub Internationals management.

  Business Response

  Date: 18/07/2024

  Hello,
  
  I have spoken with the client this morning. I apologized for the level of service she received as it is not to our standard. We went through both of her files. I did confirm with her the cancellation for non payment was agent error and it will not affect her premiums or coverage in the future. This cancellation will not show up on a credit report as well.
  
  For the second home The client wanted to make sure her payments are set up as she doesnt want to be cancelled again.  I advised her that I will take care of her payment plan and make sure its put through today and call her with a confirmation. I also gave her my cell phone number so if she has any questions or concerns in the future she can call me directly.
  
  I will leave open activities in both of her files to make sure these payments go through without delay next year.
  
  The client was great to speak with, she said great things about our team, but was worried about their lack of experience.
  
  Thank you,

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

  Regional Manager, Kootenay Shuswap Region

• Initial Complaint

  Date:15/02/2024

  Type:Product 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.

  I leased a vehicle from **************** in Richmond, **, on Dec. 8, 2023. The last part of the process involved getting the insurance. It was a complicated process and very misleading, as it appears that was I was sold was EXTRA insurance, ON TOP of the normal **** insurance, but this was poorly articulated to me. I have leased many vehicles over the years and this was never part of the process. I have tried to cancel the package but have been unsuccessful. During my discussions with agents at HUB, I was advised that I would be charged 75% for the policy, and only receive 25% of the paid amount ($2,140), equalling $535. Normally something like this would be pro-rated to account for the elapsed time used. That would be approximately 2 months, on a 60 month term, for about 3.3%, not 75%. Also, this appears to be for "Replacement" insurance, but why would that be pushed on customers for a leased vehicle? My sense is that this was a strong armed tactic and completely unnecessary. Lastly, during the process I had advised the sales agent that I just come from 3 surgeries for cancer and just wanted to the process to be straightforward and simple so I could go home. Clearly this was not the case. Everyone at ********* was very pleasant and honest, but this last part of the process was out of line.So, I'm now stuck and don't know what to do. Thank you for looking into this for me.

  Business Response

  Date: 15/02/2024

  Hello ****,

  We have received your complaint and want to let you know that we have begun to investigate the circumstances and will reply back in the next few business days. 

  Thank you for your patience.

  Bridie

  Associate **** ********** ******* and Standards

  Business Response

  Date: 29/02/2024

  Hello **************,

  Thank you for your patience.  I have confirmation from the Insurance Company that the policy has been cancelled back to the inception date with no penalty applied.  At the date of cancellation 3 monthly payments had been withdrawn for the replacement cost policy totaling $2,140.00.  This amount was refunded to your credit card on February 17th and an email from the Insurance Company was sent to you on that date confirming the refund.  

  We trust that this satisfies your request however please feel free to contact me if you have any further questions or concerns. 

  Kind regards,

  Bridie

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

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

  Customer Answer

  Date: 29/02/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/06/2023

  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.

  I sent 3 emails to one of the representatives and I requested a quote for my car insurance twice through your website and nobody contacted me back. I had difficulties getting a hold of anybody re commercial policy as well.

  Business Response

  Date: 06/06/2023

  Hello ********,

  We want to acknowledge receipt of your complaint and assure you that we are investigating and will reply shortly. 

  Thank you,

  Bridie

• Initial Complaint

  Date:05/10/2022

  Type:Billing 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.

  To whom this may concern, I am deeply upset for the fact that the this keeps happen to me. I have just yet again recently gone into pay my bill in full with you guys. And yet again I am told I didn't pay in full and this is getting to be annoying. I'm disappointed in your way of business. I have a receipt and records to prove I have. This stresses me out every year and I am ready to take my business else where as well as letting my family and friends know and have them come with me. This is dum considering I pay my bills on time and have never been late yet I get a letter saying I have to pay my bill or they are canceling my insurance. And I get interest fees I need to pay this is a joke. I want an answer as to what in the world is going on. I well give you copys if needed but it should be on file I have paid in full.

  Business Response

  Date: 13/10/2022

  The client has been contacted by phone on October 11th and by email on October 12th, unfortunately we have not received a response.
  
  The client has paid the premium to us, the broker, and policy was direct bill.  We have ordered the broker check payable to ******** but there is a delay in the payment getting to ********.   We believe the client has received the Payment notice from ******** as the payment made to us has not yet reached the company and unfortunately, these are sent automatically even though the payment is made to the broker and we are sending payment to the company.