ComplaintsforDominion Automobile Association Ltd.

• Initial Complaint

  25/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 29, while driving on Highway 401 E express lane, I experienced a sudden flat tire and had to pull over to the left shoulder. I promptly contacted BMO Roadside Assistance for help, but they informed me that service on the 401 highways is beyond their jurisdiction. Instead, they advised me to call 511, who would arrange for towing and take us to a location where we could request flat tire service. They further advised that we would need to cover the costs initially and then submit a reimbursement claim to be paid by the company. It is worth noting that all calls with the company are recorded, and I can request records for reference purposes. Following their instructions, we called 511 and received towing services, which transported us back home. As it was late in the evening on a weekend, all mechanics were closed at that time. Therefore, we decided to proceed home, change the tire ourselves, and later visit a dealership for further repairs. I submitted a claim on April 30 via the provided email address obtained over the phone. However, the director of claims subsequently informed me that my claim had been rejected for the following reasons: 1- We chose to go home instead of visiting a mechanic or repair shop. 2- My policy only covers towing services within a 10 km radius. I believe my claim was unjustly rejected, as the following factors were not taken into consideration: Regardless of whether I went home or to a mechanic workshop, or traveled within or beyond the 10 km range, the standard flat tire charges of $250 should still be reimbursed. This should not be dependent on subsequent clauses or arrangements. Before contacting 511 services on April 29, we obtained confirmation from the agent. Although the agent initially seemed uncertain and placed us on hold briefly, they later consulted their manager and confirmed that we were authorized to schedule towing via 511 and proceed home, with reimbursement to follow. Thank you.

  Business response

  09/06/2023

  We have reviewed the customers complaint and the call recordings associated with the event and have the made decision to over turn the original decision on the customers claim.

   

  Full refund will be issued and customer will receive via cheque within 30 days.

• Initial Complaint

  06/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On August 13 2022 I paid for one year of service in the amount of $175.21. I have been a customer since 1995. On January 26 2023 I needed to use the service and after multiple attempts to reach them I was told I did not have service due to non payment. Desperate and confused at the time I gave my credit card again to get service in the amount of $175.21 again. I have copies of both verified payments. Since then after many calls and emails * **** *** **** **** ** ***** ******* **** *** ***** * *** ***** ****** ** *** *** **** ******* ***** * ***** ********** *** *** ******* **** **** *** ******* *** ** ** ******** *********** * ***** ********** * ****** *** ***** *** *** *****

  Business response

  06/03/2023

  We have spoken to the consumer to apologize and resolved the issue. Customer has been refunded and seemed satisfied with resolution.

  Customer response

  07/03/2023

  
  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.
  
  Sincerely,
  
  *** *****

• Initial Complaint

  23/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello I am contacting you on the behalf of my father in law ****** ****** ***** . He has been paying *** for years for insurance and roadside assistance. We also had *** and had the top coverage and paid less for 2 of us and never paid what he was paying. We called to get paperwork on the insurance that he was paying for and they could not provide any. Asked to speak with the manager of *** and did he said that he was paying that much for different insurances but couldn't tell us of what ones and where the policies were taken out. I then asked for a copy of the insurances and he said he would send them to us. We waited months and still nothing. WE have called number times and still no results. We have since had him stop paying for the services as we think it is fraudulent and that there was no insurance policies. His *** membership was very minimal for being a customer for decades. Like I said we had better coverage for a fraction of the time we were with the company DAA. If you can help my father in law with this we would be greatly appreciated. I did call some of the companies they said was affiliated with *** for the insurance and there is no policies or any trace of him even in the system and some not even in business. His *** membership number ****** and he was a member since 1982 January 25th. We can not wait any longer for the proof we asked for so this is why we are contacting the BBB. We think he has been paying for something that he was not receiving. He is an 87 year old and think he has been frauded. Thanks and any concerns ort questions you can contact us at ********** which is our land line number and ********** is my cell number. Thanks ***** and ******** *******

  Business response

  06/10/2022

  We received a call from ***** ******* on 01/12/22 inquiring on the status of their membership, coverage and fee's. On that same call, the caller inquired about his Father in laws membership ****** *****. It was a newer agent who not familiar with that particular program and the call was escalated to one of our managers.

   

  A manager from *** went into details with the caller about his father in laws coverage the difference between the callers membership and the father in laws. ****** *****s membership has 2 components. Roadside assistance and AD&D.  Our manager explained the difference and offered to send out the membership material associated with the program. After further conversations, ***** ****** opted to have this membership cancelled on behalf of ****** *****. The memberships was cancelled and our manager thought that the call had been resolved.

   

  *** has been in business for over 74 years and ****** ***** had been a member since 01/25/1982 and received membership materials many times over the years.

  *** will send ****** *****s program information within the next 14 business days.  *** has made to attempts to reach the customer, a voicemail was left on the second attempt. 

*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. ↩