Complaints

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

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  CAA Atlantic

  378 Westmorland Road Saint John, NB E2J 2G4

• 

  CAA Atlantic

  3514 Joseph Howe Drive Suite # 5 Halifax, NS B3L 4H7

• 

  CAA Atlantic

  5 Trinity Avenue Building B, Unit 2 Fredericton, NB E3C 0B7

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  CAA Atlantic

  193 Malpeque Rd. Charlottetown, PE C1E 0C4

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  CAA Atlantic

  330 John Savage Ave. Dartmouth, NS B3B 0L7

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:21/03/2025

  Type:Sales and Advertising 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 am a CAA member with a Plus Membership . CAA charged an annual rate of $159.00 for Plus Membership. I received an offer to upgrade to Premier for $52.00 when I called they said it was $52.00 for the remaining 6 months of my membership and then a regular price of $211.00. so for the Year of Membership in total from September to September I would have paid a total of $ 211.00 for half a year at Gold status and Half a year at Premier status. {52+159=211} this means that I would have paid a full year at the price of Premier status level (as it is charged annually) to CAA for Half a years service at that level half a year at Plus status is $79.50 and half a year at Premier is $105.5 if you add them together it is equal to $185.00 therefore I would be paying a premium of $26 dollars extra for Plus membership for the year. This is not half price as the advertisement suggests, but rather a premium on an existing membership.

  Business Response

  Date: 25/03/2025

  Hello there, 

  I shared this complaint with our Membership supervisor **** * who contacted the member by phone on Monday, March 24. The offer was explained over the phone. It is a midyear offer for half of the regular price of the upgrade. She explained it would normally cost $104 to upgrade to Premier and we do not pro rate it.  And the offer is to upgrade mid year for $52.00. L*** left her contact information with the member in case she had further questions. 

• Initial Complaint

  Date:20/09/2023

  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 have auto insurance with CAA. I was in a collision (not my fault) September 8th I believe. CAA is ghosting me and offering no assistance. I've had 2 emails from them and the last one states I can get a rental car anywhere but I need their approval. Its been almost two weeks and I have no approval. You cannot call CAA. The wait for a live answer is over an hour and they keep putting you on hold until the call drops. Then you have to start the cycle over. They do not respond to my emails. I went 4 days without a car before getting one myself. I had to go to Woodstock at my expense. I have a rental now but do not know if I am covered. They refuse to tell me I am fault free even though the answer is obvious. Its been almost two weeks and they have not even sent out an appraiser yet. If I am at fault (which I'm not) I am only covered for $1200. That has almost been used up. CAA has told me if we get the vehicle fixed at their choice, they will expedite the claim but if I chose my own it will cause delays. I have not chosen a repair shop but the vehicle is at an autobody shop 2 mins from my home. The want it to go to Edmundston. I do not know anyone at the shop but the are accusatory suggesting I know someone there. It is there because the police picked and called the towing company. I said there are two shops in town and I would be willing to get quotes from both. They said no. I don't care who fixes it but it is more convenient to have it done in town. They are purposely avoiding me and offering no help. Please intervene ASAP as this is all stressful and costs are rising. There will be storage fees at the Autoworks if they are not selected. CAA is supposed to be in my corner but the only want to play games and increase the stress. I am a 70 yr old widower and their actions are causing me to be despondent. I need your help.

  Business Response

  Date: 23/09/2023

  Good day, 

  This communication has been shared with CAA Insurance with whom the client is insured. CAA Atlantic is not the insurer in this case. I have shared the details of the BBB complaint with CAA Insurance Company who have acknowledged the complaint and escalated to the Ombuds office.

  I will update the file as I learn more. 

  For reference the matter should be addressed with CAA Insurance Company, 60 Commerce Valley Drive East, Thornhill, Ontario, L3T 7P9.

  Sincerely, 

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

  CAA Atlantic 

   

  Customer Answer

  Date: 25/09/2023

   I am rejecting this response because: CAA is still stalling with my claim. My claim stalled for 2 weeks with **** ****** . Then he passed it to *** ***** who obviously said "I just got the case and have look had time to look at it." Now he asked me to do something I cannot do (get a police report) and he should know I cannot. He stated otherwise it would take 6 weeks. Grand Falls Police state otherwise. The will respond immediately with an email. Now you have sent me a letter from the business passing the complaint from one department to the next which should take one minute to email. We are 2 and a half weeks in and no appraiser has come out creating needless storage charges. It was an accident clearly no my fault and after all this time I have received no assurances that my rental car will be covered. That is all I seek at this time. I want to be reassured that ALL my expenses will be covered.
  
  
  

• Initial Complaint

  Date:30/03/2023

  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.

  We booked a vacation with CAA Atlantic Vacations, and paid almost an additional $1000 for an upgraded room in an adults only section of the resort. When we arrived, we were given standard room in the middle of the resort. We thought there must be a mistake, as you had clearly told us we had a deluxe room in the Adults section of the resort—and we had paid a premium for this. Prior to that, we were to have an oceanfront room. The clerks told us the resort was now completely booked, and neither oceanfront nor adults only was even possible. Even if such rooms were available, they would have charged us between $40 and $90USD per day. So we had a standard room with mildew and semi-functional AC, and are flanked by rooms with young children. We spoke to the *** ****** rep, who told us the request had never actually been made, and that this is between us and our booking agent from CAA Vacations. This is the culmination of a pattern of disorganization and miscommunication that we have observed since we began this booking CAA. As you know, we’ve had avoidable issues around our transportation to the airport, short-notice billing before Christmas, and significant delays in communication and booking that increased our trip costs (my return ticket is almost triple the cost of my spouse's, for example). Even when sending itemized, numbered email requests for action or clarification we’d often receive scattered partial replies. We made a complaint with the company on February 18th looking for a refund and compensation for this error. It's been almost 5 weeks since we returned and we haven't received a resolution despite frequent follow up. We now find ourselves at the end of a long and frustrating journey with CAA Vacations, and having paid many hundreds of dollars or more in unnecessary booking costs and lost value.

  Business Response

  Date: 10/04/2023

  Hello there. Please find the attached details of the booking and progress towards resolution.

  *** ****** Vacations have acknowledged the complaint and are working towards resolving it. There has been regular contact with the client since the issue was brought to CAA's attention. AVC provided an estimated timeline of 6 weeks for resolution, based on when the complaint was raised with ACV, that should be any day now. Funds were paid to the supplier, ACV via credit card and therefore ACV would need to provide the refund to the client. 

  We will advise the client and the BBB when we hear more. 

   

• Initial Complaint

  Date:16/01/2023

  Type:Customer Service 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.

  In July we added the RV package to our CAA account and added our son who was with our RV at the time in Michigan. He tried to get help on July 17th and they made him wait three hours and never sent help. Just a text saying to find his own help and keep the receipt to turn in. We had to hire someone on our own. Today we called to have our **** picked up ( at 9:00am) and we are now 3:45 pm and no one has contacted us , again,. so we have spent over 500 dollars and cannot get any help at all. I called today cancel the RV coverage and cannot get any money back for cancelling early. They told me the receipt my son sent me is over the three weeks that is needed to turn it in by so we cannot claim the 300.00 we spent, on top of the CAA fees, to get our RV moved. Just now, we finally got through to someone re roadside not coming and they said there was a system error and the Baddeck Towing never got our request so they were going to try again. So now it is the end of the day and our **** is still here not working.

  Business Response

  Date: 18/01/2023

  Good day, 

  Our Member Service team spoke to the member yesterday and advised that we would be able to provide the 300USD reimbursement for the tow they paid for themselves as well as provide an additional $200 credit to the member account for a full recovery of their costs for the membership. The client was happy with this outcome and noted that they would be in touch with the BBB to advise of the resolution. Our normal policy is to refund for the towing in these cases (the US had service issues with access to towing this past summer) which is a standing process. We were unable to confirm that we received a previous request for refund of that tow. 

  With the client verbally confirming their satisfaction of this resolution we will consider this one closed. Please feel free to reach out for any additional information or to discuss further. 

  Sincerely,

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

   

  Customer Answer

  Date: 19/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18820533, and find that this resolution is satisfactory to me. I had hoped to wait until I received the reimbursement but that is not a choice. I need to respond within 7 days. I am satisfied w thé RV reimbursement but I  think that the 200 credit for next year will not be used. I accept the fact that they will not not count my call for **** as one of my five for this year which is not mentioned but was stated to me when the second tow truck was indeed sent out the next day. I will contact BBB of Canada if I do not receive the 300 USD.

  thank you for your help

  *** ******** 

• Initial Complaint

  Date:18/10/2022

  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.

  OCT 18 2022,I am a CUSTOMER with CAA,I pay $129,75 a year for Services,I called for a tow truck to take my car to the Garage.CAA told me that ** ****** of AMHERST NSMwill be there within an hour,I waited and waited,no tow truck,then the man called my cellphone from **************saying that he would be there at 7 p.mAGAIN I waited,no show,texted him back he stated that he was taking his dog out first,waited again,called CAA back,because we were into 2 hours of waiting,they CAA adviced to wait another 10 minutes,we called CAA to cancel the Tow Truck from ** ******,no other Service was offered to me.I am not satisfied with this service from either party.I feel that because I pay CAA this much.that I should be recieving the service.I feel that I have been defrauded by this Company.we have been with this COMP[ANY for almost 3 years,and this is the worse service that I have ever recieved.I trust that CAA does not pay ** ******,and recommend that they do not send this Company to other Customers,known that they are a no show and stated that they were taking their dog out first,and still not show up.This is very poor Business.and there were others who witnessed this service tonight,which I am sure that they will repeat this UNPROFESSIONAL SERVICE both with CAA and ** ****** of AMHERST NS.I want to be sure that the no show does not go against my service that I did not recieve.

  Business Response

  Date: 10/11/2022

  We have issued a cheque in the amount of $120.92 to Mrs. *********. The check will be sent my mail today as she requested.

  According to our records she was at a residence at the time she requested the towing service, not on the roadside. The call would not have been flagged as a high priority because CAA was advised that the Member was safe at a residence.

  In Amherst, our service is delivered by contractors. A contractor was dispatched as requested but became delayed.

  The tow truck dispatched was flagged down by an **** officer to assist in clearing an MVI. That took some time and was the reason for the initial delay. Then the driver did reach out to the member to advice them of the further delay because of his need to return home to let out his dog. The Member cancelled the service call soon after. There was no request for a refund made to CAA that we can see.

  This is unusual circumstance to cause the delay. Our usual response times are within 30 minutes.

  I hope this helps to explain the situation and the resolution.

  Please feel free to reach out to me directly should you require any more information.

  Sincerely, 

  *****