Complaints

This profile includes complaints for TuGo's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  TuGo

  1200 6081 No. 3 Rd Richmond, BC V6Y 2B3

  
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  TuGo

  7 Fl 240 W Saint-Jacques Montreal, QC H2Y 1L9

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:16/02/2023

  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.

  I purchased travel medical insurance from TuGo prior to a trip to ******, departure date was **** 9/2022.I became very ill in ****** and when I finally contacted an agent they promised to have an English speaking doctor call me. I had already seen a ******* doctor and been to a hospital in Huatulco. No doctor ever called back while I needed help and some questions answered. Since I returned home I have tried to contact TuGo at various phone numbers and they have not returned my calls. They owe me money for the costs incurred that took place in Huatulco Mexico. I have sent them 3 emails. They have not replied to any of my attempts to contact them. I think their company is dishonourable, disreputable, and unreliable. I would like an investigation and help from you to have my claim looked into. My policy # is **********. They owe me $231.54. I am very upset that this company is acting fraudulent and disrespectful. I am an honest customer with a very small claim and I should be treated with respect. This is the second time I used them, and the first time I have made a claim.*** (********************

  

  Business Response

  Date: 22/02/2023

  Hello,
  Thank you for forwarding this customer feedback.  **. ******************* called our company on January 27th while away in ******, and we explained to her at that time that she did not have a medical insurance policy with us. She purchased a Trip Interruption policy with TuGo, and we suggested she contact her selling agent to confirm which insurance carrier she had her medical insurance with. I again spoke with **. ******************* on February 15th and asked if she had any interruption expenses and she confirmed she did not. She mentioned that she spoke with us while she was in ****** and our Dr. was supposed to connect with her on Whats App. I explained that we dont have the ability to call on Whats App and let her know that our records indicate that we spoke with her on January 27th and explained at that time that her medical coverage was not with TuGo. When she and I spoke she seemed very confused and was insistent that she paid over $300. to TuGo for medical insurance and that we were trying to fraudulently take her money. I asked her to double check on her CC statement to confirm who the payment went to and she eventually agreed. I was able to identify that based on the information showing on her CC statement her medical coverage was with Manulife and I offered to call them for her. She agreed to allow me to do so, and said she was still going to report us to the BBB because we were negligent. I spoke with ******* at Manulife and explained the situation and then warm transferred the call to connect ****** with them, once ******* confirmed ****** did have medical coverage with them. If there is any additional information or assistance I may provide, please let me know.

  Sincerely,

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

  Customer Service Director

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

• Initial Complaint

  Date:30/01/2023

  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.

  TuGo Policy # *** ******* On Aug 29, 2022 I had purchased Trip Cancellation/Trip interruption travel insurance from TuGo for airfare for travel in Dec 2022 (Vancouver to Mumbai & return). My trip got cancelled due to the massive snowstorm that hit Vancouver on Dec 20th – my flight did take off, but due to *******’s negligence and lack of communication, I missed it because they failed to notify me that the departure gate had been changed after the boarding pass was printed. I called TuGo on 21st Dec & asked if I could file a claim to recover the cost of the non-refundable ticket but was told that “missed flights are not covered.” I was still upset about what had happened (I was travelling to visit family after three years of no travel due to the pandemic) and I only called TuGo again on 26th Dec to ask for the premium to be refunded as no travel had taken place. I spoke to Jamie who sent me a link to an online form to fill out and submit for premium refund which I did the same day. He said no documentation was needed and only to fill out the form. Since then, I have been so frustrated sending out several emails to their general email address ([email protected]) on January 11, 13, 14, and 25th and calling to find out the status and getting no response. If I call, I am on hold for 30 minutes or more and when I request a call back, they don’t do so until the next day when I am not home. I did get one response from Jocelyn asking for “proof of travel cost showing payment/booking and refund or credit with no penalty.” On Jan 14th I emailed the ticket e-invoice and explained that since it was a non-refundable ticket, there is no refund or credit. I have not heard anything since then. I want the premium refunded $234.74 because no travel has taken place. Ideally, I should be allowed to file a claim since it was a non-refundable ticket and the reason I purchased travel insurance in the first place. But if not, at least they should refund me the premium.

  

  Business Response

  Date: 06/02/2023

  To Whom It May Concern,

  RE: **********- Complaint

  Thank you for your email, and I apologize for my delay in responding!

  Having investigated the complaint thoroughly (which involved reviewing all calls between Ms. ****** and TuGo), a decision was made to proceed with issuing a full refund of her policy premium in the amount of $234.74.

  While the policy agreement which is our mutual contract, didn't support providing a refund, based on the documentation provided by Ms. ******, I felt that we at TuGo could have explained that to her upfront in a more clear and concise manner, and therefore accessed it as being the right thing to do. 

  She and I have spoken at length, and she is aware that the refund has been issued, and I also followed up with sending her an email to confirm this on Friday, February 3rd. During our conversation I also explained that based on the number of travellers impacted by the weather situation back in December, it had caused some delays in our ability to respond to all refund inquiries in as a timely a manner as we would like and offered our profuse apologies. Based on our conversation she confirmed that she is satisfied with the outcome, and as far as I understand it, there is no further action to be taken on our end. 

  If there is any additional information or assistance I may provide, please do not hesitate to let me know.

  Sincerely,

  Celine C*******

  Customer Service Director

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

  Customer Answer

  Date: 11/02/2023

  
  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.

  I thank Celine for calling me and speaking with me. I still feel that TuGo's response time should be improved upon (the Covid excuse is no longer valid; things have opened up and staff should be called back to the office to respond to clients in a timely manner). It also seems like their staff need training so that they don't give out wrong information: like telling me to fill out the online form to ask for a premium refund if that was not their policy, although the policy wording does say that premiums are refunded if no travel has taken place. 

  I thank the BBB for taking my case and getting the business to respond, since without BBB's intervention, I may not have been successful getting through to them. Thank you to the case manager *. ******. I appreciate your help. 

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