Complaints

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

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  belairdirect

  20 Hector Gate Suite 200 Dartmouth, NS B3B 0K3

  
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  belairdirect

  650 Montgomery Street Fredericton, NB E3B 2X7

  
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  belairdirect

  201 Buchanan Drive Charlottetown, PE C1E 2E4

  
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  belairdirect

  10 Factory Lane St. John's, NL A1C 2B9

  
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  belairdirect

  1040 Champlain Street Dieppe, NB E1A 8L8

  

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:24/09/2024

  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.

  Sept 23 Belair had attempted to take out 102.58 without consent. I had cancelled the service on Aug. 2 2024 . I had also hap place 6 month stop payment, as of Sept 1 2024. They attempted to take out the Sept. Payment as suspected. I was not aware of the 102.58 on September 23 2024. The **** ** *******l had applied a NSF 46.30 charge. I called the *** and was told I had to clear it up with Belair.

  

  Business Response

  Date: 30/09/2024

  
  ***** ******** sent an email to belairdirect sales and service on Aug 20, 2024, requesting to cancel the residential policy effective Aug 20th, 2024.
  Our sales department sent a reply email on Aug 20th, 2024, advising that we require written requests to be signed and that he could call us to cancel over the phone or send the written request again but with a signature.
  We did not receive a response to the email and the policy remained in effect. 
  We then attempted the September 1st payment of $62.58.  The payment was returned from the bank with a customer stopped/recalled status.   A billing summary was mailed to the client advising him that we will recollect the Sept 1st returned payment along with the $40 returned payment fee on Sept 21st, 2024, for a total of $102.58.  The payment was also returned dishonored by the bank. The returned payment was also subject to a $40.00 fee.
  ***** ******** was contacted by the customer experience team to address his BBB concerns today Sept 30th, 2024.  
  We obtained verbal confirmation that he wished to cancel the policy effective August 20th, 2024, as required by our cancellation process.
  The policy was then cancelled at his request for the original August 20th, 2024, effective date. 
  Since the cancellation is midterm, it is subject to a $51.00 short rate fee. The balance to pay would have been $29.48 + $80 of returned payment fees totaling $109.48
  As a customer service gesture, the two $40 returned payment fees and cancellation fees were waived.
  Instead, the client will receive a refund of $21.52
  We will not be refunding the bank fee of $46.00 as no error was found on our part and a customer service gesture to waive our fees was extended.
  

• Initial Complaint

  Date:03/09/2024

  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 been attempting to reach insurance company Bellairdirect since August 20,2024 to cancel my car insurance policy During that time I have sent approximately 10 emails and called the customer service number over 20 times. The wait time for a customer service representative has been stated as 60 or more minutes on each occasion. On the two occasions I waited for over 1 hour my call was terminated before I spoke to a representative. I have attempted to cancel the policy online in the App but was unable to without speaking to a representative. I waited for online representative but the was no response.

  

  Business Response

  Date: 11/09/2024

  We've been unsuccessful in connecting with the client, however upon our review, we have determined that the client cancelled their policy. Should the client wish to discuss any unresolved concerns, we invite them to follow-up with the representative who reached out. 

• Initial Complaint

  Date:15/08/2024

  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.

  This is the second time they are after doing this to me now they changed my payment date and took more than they are supposed to from me they keep doing this to me

  

  Business Response

  Date: 16/08/2024

  Hi ******, unfortunately we are unable to find an active policy for you with the information provided. Please contact us at 1-866-405-6763 with your policy information so we can look into your concerns further. 

• Initial Complaint

  Date:20/06/2024

  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 filed a claim with the company 24 hours later no replying no email 48 hours nothing 72 hours got email stating **** they just says your phone number I can't reach you at the can you give me a good one my file has the right phone number on that but he didn't call me he didn't even leave a message so I don't know what's wrong with him. The company will take my money but make a claim and try and get help .Claim #4035134795 Hello, This is to follow up on attempts to reach you at the phone number we have on file, namely: 513-4******** We have been advised that this is not the right number. Would it be possible for you to forward us your phone number and the best time to reach you? Thank you, **** Va******************* **aims adjuster

  

  Business Response

  Date: 26/06/2024

  
  We were able to contact the customer and have addressed their concerns.

• Initial Complaint

  Date:05/06/2024

  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.

  Unifund was bought out by this company. according to GCQ Canada Unifund has asked for collections. the TBF of alberta suggested I contact the ombudsman of the agency which is not possible since the accounts are in collections. TBF says I only own an outstanding debt of $76.00 yet they are asking for a collection $980. the issues were not serious to me, I had no issues with the insurers expect they wouldn't adjust the day of when I made payments and would not accept the dates that which they asked for me to pay were not the days that they took payments. either there was a delay or they had verbal networking issues. I had to get new insurance resulting in a closing of this account due to none payments as my financial situation was difficult as I couldn't adjust to my financial situation due to me being out of work. I know had the insurance for a matter of months. it was important for me to get the best insurance possible. this was it, and nothing expect the billing dates and contracts to make payments by were not followed, and I don't think my time in insurance results in this large of debt.

  

  Business Response

  Date: 07/06/2024

  We contacted the client directly to review their concern.  Upon full review and verification with the client – the client is accepting of the review and outcome and understanding of his policy and billing of the policy.

• Initial Complaint

  Date:02/03/2024

  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.

  This is the issue. See below. BelAir took over ******* Insurance recently as well. My father is 82 , and trying to get his truck fixed with insurance. Now the insurance offered $7000 to write off the truck. There is no need to write off the truck. Its totally drivable, and only damage is front bumper which is not that expensive , plus part of a fender, again not expensive. It can be repaired and truck is fine. However, some idiot at the insurance company offered my father $7000 to write of the truck. Father said no, he wants it repaired. They argued with him. Sent a registered letter saying it was Salvaged - while the truck is perfectly ok. Below is details ========================================================== Re: 2009 Ford R***** *** ***** **** *** *** ***************** ****** ** ********** ******** ********** ***** ***** ******* *** **** ********** ** ********** ************

  

  Business Response

  Date: 07/03/2024

  We do understand your frustration, however an appraisal was completed on February 16th and unfortunately due to the extent of the damages, the vehicle has been deemed a total loss.
  The repairs were estimated to be approximately $7,956.54 and that does not include any hidden damage that may be found once repairs begin. Unfortunately, compared to the actual cash value of the truck, this deems the vehicle a total loss. You were provided with an option for owner retain however the vehicle cannot be repaired through your policy.
  

  Customer Answer

  Date: 13/03/2024

   I am rejecting this response because: I am perplexed by the determination that the vehicle is a total loss, especially since it remains fully operational, with no reported issues affecting the drivetrain, engine, steering, or significant body damage. The only damages noted are to the front under bumper near the fog lights, with an estimated repair cost of $495, and damage to the right side fender. These issues do not compromise the vehicle's functionality. It is noteworthy that no in-person assessment of the damage has been conducted by a professional to my knowledge, which raises questions about the basis for deeming the vehicle a total loss.
  
  If the vehicle had sustained severe structural damage, such as a major collision impact or rollover, the classification as a total loss would be understandable. However, given the current condition of the truck, I find the assessment to be premature and potentially erroneous. This situation prompts concerns regarding the integrity of your company's evaluation process. It appears that the vehicle could be repaired for a minimal cost and subsequently resold, suggesting that financial motives may have influenced the decision to classify it as a salvage.
  
  This judgment seems particularly unjust given a previous personal experience where I continued to operate a vehicle with significantly more severe damage for weeks until it could be repaired. This inconsistency in assessment standards is alarming.
  
  This complaint is a matter of principle and fairness, especially considering the undue burden placed on an 83-year-old individual who was compelled to purchase a new vehicle as a result of this decision. The vehicle has been examined by several people, indicating a need for a reassessment of its condition by a qualified professional. I am prepared to escalate this matter publicly to seek a fair resolution.
  
  Your immediate attention to this matter, including a thorough and qualified on-site inspection of the vehicle, is imperative. The current assessment does not seem to reflect the actual condition of the truck, and I firmly believe a re-evaluation is necessary to ensure a just outcome. Should this vehicle be removed, I request its return following a comprehensive re-evaluation, or alternatively, prior to any such assessment. This complaint remains unresolved until these conditions are met. I am committed to ensuring that the insurance company fulfills its obligations with due diligence. Thank you for your attention to this matter.
  
  
  

  

  Business Response

  Date: 14/03/2024

  When an insurance policy responds, damages are estimated based on returning vehicle to pre-accident condition. Although you may be satisfied with not including everything in the repair, this is the process for claiming through the policy. We respectfully disagree with the damage you noted in your reply as there is extensive right front-end damage affecting not only the headlight but also the front bumper, fender, vehicle body etc. (multiple panels)
  In regard to the value of the vehicle and you not being satisfied, you have not contacted the insurance company to inquiry about the disagreement process. We would suggest you reach out to your adjuster to discuss further. 

• Initial Complaint

  Date:23/02/2024

  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.

  To whom it may concern, My claim number **********. The property in question is in joint ownership between myself and my business partner, **** ******. This claim has been ongoing since September 27th, 2023 with no resolution in sight. On September 27th, 2023, I called Belair after my tenant reported water damage to my property and they then sent over Onsite for emergency services. After a few days they sent myself and Mr. ****** some documents to sign and I signed my part, but Mr. ****** has continued to refuse to sign his part. Mr. ****** and I have not been on speaking terms since March 2023 which is making this situation more difficult as Belair is pressuring me to get in contact with him, when that is not possible. Since opening of the file till now I have been left in the dark about my claim and I am stuck to bear the cost of the work that was done. I was told my ******* ****** that the claim had been finalized and that Belair was only waiting for the signature from Mr. ****** to release the cheque for the claim amount. I have called ******* numerous times and every single time I have been given the runaround that my “claim is in process”. I have asked to speak to a supervisor or someone higher up and was provided with this contact, ****** ********, 1(. ****** ******** called me one time immediately after I asked ******* for a supervisor’s number and told me that someone from his department would contact me soon after, this was in January. Until today I have not received a call. I have called ****** numerous times to try and get an update, however my calls go unanswered, as well as my voicemails asking ****** to call me back. ****** refuses to speak to me directly and instead tells ******* to call me and tell me that there is no update. After almost five months of waiting to received an update and be paid for my claim, I am being told by ******* that my file is now being analysed and that there is no expected time period for this.

  

  Business Response

  Date: 29/02/2024

  
  The unit manager of the claim adjuster spoke with the client Friday, February 23 following his dissatisfaction, since ****** Blanchet recently changed position in the company.  We understand that there were delays, however an insurer cannot proceed without the authorization of all policy holders.
  

  Customer Answer

  Date: 29/02/2024

   I am rejecting this response because:

  This is the same response that I continue to get from each and every representative that I speak to. My file is getting tossed from desk to desk, representative to representative like ping pong. 

  It is unacceptable that since October 2023 there has been no resolution. It is not my responsibility to chase for a signature and after all this time and transparency regarding the claim, there should be an alternate resolution in order to resolve this claim since the other party is not responsive. 

  
  

  

  Business Response

  Date: 06/03/2024

  
  The situation has been addressed. A representative from the company had an appointment with the client to give explanations and also answer his questions or concerns.
  

  Customer Answer

  Date: 07/03/2024

   I am rejecting this response because:
  Although the agent came to my home to speak to me, there has still been NO RESOLUTION to this ongoing issue. 
  
  

• Initial Complaint

  Date:13/10/2023

  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.

  Set up quto insurance in June. They would not update my driver's license number which I called them to do 4 times and they kept calling me saying I didn't. Called on Oct 13 to change address qnd they told me my policy was canceled and I was never informed via mail or phone so I had no insurance for a month and was not aware of that. They made no effort to do anything to make up for this. I now have payments going up for q missed payment from them canceling qnd not telling me to pay for the month that I had no insurance

  

  Business Response

  Date: 23/10/2023

  Based on the issues disclosed by the customer, we have addressed all of their concerns and we consider the matter resolved

  Customer Answer

  Date: 23/10/2023

   I am rejecting this response because:
  
  They made no effort to rectify their mistakes which lead to me loosing my insurance and would have cost me thousands had I been in an accident and are charging me for back coverage which I had not received. Canceling people's insurance with out notice is not acceptable especially if they are going to charge them for the missed coverage 

  

  Business Response

  Date: 26/10/2023

  We attempted to contact the customer regarding their concerns but after several attempts we were not able to reach them. The client has not returned our phone calls and the email provided to us is not valid. 

  Customer Answer

  Date: 26/10/2023

   I am rejecting this response because:
  
  I work during business hours and cannot get through to respond have only received 1 voice-mail and I live in a no service area 

• Initial Complaint

  Date:07/10/2023

  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.

  In 2018 my husband struck a deer with his truck. He called insurance, got a quote to fix it, filed a police report. Johnson’s insurance told him we would be contacted by an adjuster. We never were so he called again a few months later, they said they would call us back. We unfortunately still have not gotten any further on getting the vehicle fixed, we have called every few months since it happened and no one helps us. We haven’t changed insurance company’s because our hope is that they will stay help fix it.

  

  Business Response

  Date: 11/10/2023

  We were able to contact the customer and are working towards a resolution.

  Customer Answer

  Date: 11/10/2023

   I am rejecting this response because:
  
  I’m not completely rejecting it - but they said they have 3 weeks to help me resolve the issue. Which is okay - the man who contacted me has been helpful but it is not yet resolved. 

  

  Business Response

  Date: 13/10/2023

  Our Customer Relations Representative is working to investigate what occurred with this claim. As the client noted, the claim occurred in 2018 and multiple attempts were made to contact the client, however ultimately no contact was established by the limitation period. We continue to investigation, however we may not have a resolution period by the time period imposed by the BBB. 

• Initial Complaint

  Date:09/08/2023

  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 change my banking information for my pre-authorize payment for insurance. The agent on the phone call, took the wrong banking information as he misunderstood the account number, and the payments for the insurance didn’t went through. I was on vacation during this time, and I was expecting the payments to go through but when I return from vacation, I realize my Johnson Insurance is cancelled because of the missed payment and then I called Johnson to inquire about the issue, they said that the payments were missed because of wrong banking information and that’s why they cancelled my insurance for three months missed payments. I was very frustrated after hearing this because they cancelled my insurance because of their own agent mistake and now they are giving me only one solution to buy new insurance at higher rate because of missed payment on my record, I have done everything responsibly and I am with the company for last seven years with no missed payment ever if the agent took the wrong banking information, this is not my mistake the company should take the responsibility on behalf of their employee and apologize to me and reinstate the insurance back on my profile. My issue unresolved since 5 days and I came back just after the vacation and I am in real need of using my car for groceries but Johnson is not reinstating my insurance back and my personal life is affected very badly I want to request on business bureau platform to please contact the insurance company and inform about my worst customer experience and based on agent mistake for putting the wrong banking information on file shouldn’t be put on client shoulder and punish him ! Rather company should fix it considering their employee human error and kindly get me a solution by putting my insurance back on profile. Also the company have taken the missed payment from me already and promise me to provide with solution in result but they just took thier payments and surprise me later with unfair decision.

  

  Business Response

  Date: 14/08/2023

  
  Although we cannot discuss our customers personal info, we can confirm our goal is to always work with our customers to ensure their concerns are addressed fairly and correctly. We have provided the customer with instructions on how to escalate his concerns further if they remain unresolved.

  Customer Answer

  Date: 14/08/2023

   I am rejecting this response because: they are not holding their employer responsible for his mistake for taking wrong banking information. The correct bank account no is ******* and on the phone call I told him five O six and he misunderstood O as four and entered ******* which is human error and they are considering submission of wrong bank account as my mistake and helding me responsible and giving me 1 star rating which is giving me high insurance and bad record ! Why should I be held responsible for his agent mistake. They sent me letters to communicate which they use as justification to cover their agent mistake and I am telling them repeatedly that when I wasn’t here in canada how can I receive paper mail? Insurance company was aware of my vacation plan as I called company on march 20th to inform them about my new bank account for pre authorize payments so that I won’t miss any payments when I am away. I also shift my cars full insurance to parking insurance on same call. Now when I am away to hear for reviewing mails from insurance company human error for banking information! How can I contact back ? They are using the mails as proof to put thier agent mistake on my shoulder. I want to  request BBB which is very reputable office to get client justice so I want to request you to please get me a fair decision by simply telling insurance company to reinstate my insurance, they have already taken the missed payments from my credit card and considering the whole situation, they should consider employees mistake as human error, and give me a fair solution. 
  
  
  

  

  Business Response

  Date: 17/08/2023

  We were able to contact the customer and are working to resolve their concerns.
  We have provided the customer with instructions on how to escalate his concerns further if they remain unresolved.