ComplaintsforCAA North & East Ontario \ CAA Travel Agency (NEO) Ltd.

• Initial Complaint

  29/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Filed an auto claim on feb 5th. It is currently march 29th nearing 2 months since the claim was filed and still no settlements cheque. I was told by my first adjuster that I should be receiving it shortly, never happened, they extended my rental period. Adjuster never ONCE answered his phone and failed to inform me of any of the next steps. Another week later I was told it would be coming in the following Friday, never happened, rental period extended another week. Three times this happened before finally I was “assigned” a new adjuster who gave me some new arbitrary date of arrival for the cheque on friday the 22nd of march. It is currently the 29th and still no cheque. We have had the opportunity to buy the vehicle we wanted on two different occasions but lost both opportunities because of the negligence of this company, which the second adjuster himself (*****) acknowledged the remarkably horrible service this claim was receiving. No exaggeration (they can prove this from call logs) when I tell you that NOT A SINGLE one of my phone calls was returned to me from either adjuster (***** or *****) LET ALONE ANSWERED. WE ARE FED UP. If you need a vehicle insured, RUN IN THE OPPOSITE DIRECTION from these unprofessional people. (a lot more complaints where that came from but I’d like people to actually read the whole review)

  Business response

  01/04/2024

  This complaint has been directed to CAA Insurance as it is a stand alone organization that oversees insurance sales, policies and claims. The details of the complaint have been relayed, in full, to CAA Insurance and an adjustor from CAA Insurance will liaise directly with the customer. 

• Initial Complaint

  12/01/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  They took an automatic payment from my visa without my knowledge or consent upon renewal. My yearly membership expired and I did not want to renew it. Had no idea they would just take the money. When I contacted them they said they can cancel the service but cant refund any of the money they took.

• Initial Complaint

  12/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have purchased CAA coverage in good faith for several years. I recently renewed my membership for myself and my husband at a cost of $302.84. I, today, purchased a new vehicle which has a roadside service package for three years. I contacted CAA to request a refund as my yearly subscription started on March 16th and today is July 12th, 2023. They advised me that "thank you very much for your patronage but we DON"T provide refunds. What kind of business is allowed to steal from their customers. I would like a refund. Surely your organization does not allow this to happen.

  Business response

  04/08/2023

  Good afternoon ********,
  
  Thank you for taking the time to reach out to us.  It is important to us that our Members feel comfortable voicing their concerns. Congratulations on your new car. CAA Memberships cover the Member and not the vehicle. This means that you are covered regardless of what vehicle you are in, and regardless of whether you are the driver, passenger or a passerby wanting to lend a hand. All that is required is that you be on scene when the driver arrives. This mean you can still use your CAA Membership up until your Membership expiry date. As per the Membership Terms and Conditions: Membership Terms and Conditions – CAA North & East Ontario *********** Refunds, less cost of services used, are only issued within 30 days of renewing or joining.
  
  I have confirmed your CAA Membership is set to cancel upon expiry on March 15, 2024. 

   

  CAA Membership Team

  Customer response

  07/08/2023

  
  Complaint: 20312459
  
  I am rejecting this response because:  When I purchased CAA coverage for this year it was for me and the vehicle I drive on a daily basis.  It is ridiculous to paint the picture that everyone buys their service and the bulk of the responses CAA addresses are people driving someone else's vehicle.  How stupid is that!!!!  The other comment that was suggested to me was that I can still use the coupon portion of the service.  Who in their right mind would pay $300.00+ for a coupon service.  It is outrageous that CAA is allowed to rip off honest Canadians with this garbage.  I purchased the service for roadside assistance for the vehicle I own - not some random other person's vehicle!!!!  I cannot believe anyone thinks they purchase the assistance for a vehicle other than your own.  The *** should take a stand and call out this money grap!!!!
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  30/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Sunday March 26, 2023, I had my vehicle in Toronto and during that time I ran into several mechanical issues in which I was unable to drive my car any longer. I called CAA Toronto and asked if I could have my vehicle towed to my home address in Ottawa ( CAA ********). The CAA operator advised me that I had on my membership account 1- 320km tow/call. I advised that I did not use any of my additional tows which is 3 - 200km tows/calls. The operator said that she believed that I had additional calls, but that she could not change it on their system in Toronto. And should I have to pay any addition charges to take my car to Ottawa once the 320km tow to *** ***** *** ********* was completed, that I should contact CAA Ottawa once I get home and they should reimburse me for any additional charges. I called CAA Ottawa once the car got to Gananoque to have it towed the rest of the way home, but the supervisor that evening would now allow any additional tows from Gananoque. Therefore I hired the same CAA tow truck driver(*******) (CAA Truck *****) to bring my car the rest of the way to Ottawa at a cost of $850.00. I lodge a complaint with the CAA supervisor that same night and received a call about a week later from the complaint department member phone number(************). I received a voicemail with a name and number in which I have called for a complete two week period with several phone calls and voicemails, with no response. It is if CAA does not does not want to do anything in resolving my issue in reference to my complaint. I would welcome any help that BBB would be willing to give me with my complaint. Thanking you in advance, ***

  Business response

  23/05/2023

  We are trying to reach this member to discuss the event.  

• Initial Complaint

  27/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I received a gift certificate for caa travel. I booked a trip and used my gift certificate which was purchased at the same location I booked. They said I had to pay for the entire trip up front and then they issue a cheque for the certificate amount…. So I did. The trip was booked December 13, they say the cheque was issued and mailed out….. should arrive in 3-5 business days. By mid January it had not yet arrived. They apparently re-issued a cheque January 16 and mailed it out. Now it is 9 business days later and there is still no cheque. I have had many emails and voicemails unanswered for this issue and other questions. I went into the office where where they are much less than polite. I did enter the north bay office to see if they could answer my questions, which were not cheque related but about potentially changing my trip location (which I paid extra insurance for). The woman at the first desk there was likely the most rude woman I have encountered in a customer service position. Told me they won’t do that because they have a hard time getting ahold of the trip companies, and deal with the agent that booked my trip. I called the customer service number today to ask how I can escalate this issue as Sudbury staff are not willing to help. The staff on the phone was also rude. Tried to transfer me to the Sudbury staff I have already tried to deal with.. Apparently the only way to make a complaint is to put a note on my file and someone will call me. But I should talk to the people who I have already been dealing with. There is no number for a head office or general manager of any kind. Every encounter I have had with this agency thus far has been a very negative experience. I am out $1000 for the gift certificate currently. This company needs intervention for how poorly people are treated. I feel like I should receive interest on this money that has now been paid for my credit card. And the company is gaining interest withholding it.

  Business response

  13/02/2023

  We have tried to contact this Member to resolve the issue.  Multiple people have reached out to the Member and left messages. Once we get in contact with them, we will work towards a solution.

  Customer response

  13/02/2023

  
  Complaint: 18940499
  
  I am rejecting this response because:

  I returned from my vacation that they still have been overpaid for. I had one voicemail and one email from the same person. They offered no solution to return my money, and stating the systems are still down. They said they originally submitted the request improperly, which when questioned before the second one was apparently issued, they said more than once that the cheque was in the mail.  I have had no resolution to this, I did respond to the email now asking to escalate to upper management. I still do not have a refund cheque. 
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  15/01/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  In May 2022, my wife and I purchased two Vacation Package Plans from CAA Ottawa Hunt Club, price $1,014.00 each, in relation to a trip to Europe we were planning for June 2022. The Travel Insurance is sold by ***** Travel Insurance, which on its web site indicates is owned by CAA. In June, while in England, my wife and I tested positive for Covid-19, and had to extend our trip by two weeks. We did not require hospitalization. We contacted CAA at the number they had given us and we were reassured that costs related to the positive test, including accommodation costs for the extended stay, would be covered. On July 28 2022, we submitted an insurance claim to ***********, the firm which administers claims for *****. The total amount of the claim was $5,295.00. In October 2022, we received reimbursement totalling $3,832.00. Items not covered were (a) the cost of Covid test for me, GBP 149.00, and (b) the cost of extending an existing hotel arrangement - in order to self-isolate following the first Covid test - of GBP 720.00. We could not understand why these two items were disallowed. The cost of my wife's test was allowed, and the cost of a separate hotel booking - again, to self-isolate - was covered. Following complaints which we made to both CAA and ***********, we were asked on October 25 to submit an Appeal to ****** *****, which we did on the same date, and provided evidence of both payments. The evidence had been included in our original claim. On November 30 I phoned ***********, and was told that no decision on our Appeal had been made. I phoned again on December 21, and received the same reply. At all times, I have kept CAA North-East Ontario informed. We consider that CAA has behaved irresponsibly. The firm which their subsidiary, ***** Insurance, has contracted to process claims is incapable of doing the job to a reasonable standard. CAA sold us an insurance policy which it is not prepared to honour, and it does not respond to our complaints.

  Business response

  25/01/2023

  Mr. ********* was made aware of the reasons for not paying these expenses as they were either not a benefit of the policy or incurred beyond the policy validity dates. ***** and ****** ***** reimbursed the *********’s for all expenses related to Mrs. *********’s claim and some expenses which were not payable for Mr. *********.

  Customer response

  25/01/2023

  
  Complaint: 18817664
  
  I am rejecting this response because it does not respond to our complaints that ****** ***** has given service that is very poor, and that CAA North and East Ontario has given us no support whatever in our discusions with ****** *****.
  
  The statement by CAA that we are aware of the reasons for some of our claims being disallowed is not a true statement. 
  
  Specific questions we have asked of ****** ***** have not been answered. For instance, ****** ***** says that some of our claims were for expenses came after the expiry of the policy. We pointed out that, when we informed ****** ***** by telephone from London England on June 22 2022 that we had tested positive for Covid, a ****** ***** agent had assured us that the expiry date would be extended. On Janaury 20, 2023, a ****** ***** agent confirmed that our call was received at 06:09 EDT on June 22 2022. The agent said she would check if ****** *****'s records reflected this extension, but we have never received a reply.

  As for being kept informed, please note the following:

  (a) On October 5, 2025, *** *******, ***** ******* of CAA Hunt Club, Ottawa emailed me to say "I will escalate your complaint to a higher management and will update you as soon as possible."  No update has ever been received from Ms *******. 
  

  
  (b) In October 2022, a representative of ****** ***** phoned me and invited us to submit an Appeal of their first decision, but after three months we have yet to receive a response giving the reasons for rejecting our Appeal.
  
  (c) On January 20 2023, a representative of ****** ***** promised - multiple times - to send us a statement - by the end of the work day on January 20 2023 - of the amounts they have disallowed and a statement of the amounts they overpaid in October 2023. This has not arrived and we have received no explanation .
  
  
  

   

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

• Initial Complaint

  05/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have a CAA 'Plus' membership, have had for several years. Recently I had a flat tire - it was night time, freezing rain, icy roads, I was in an industrial park. About 20 minutes after calling in and them saying they would be sending the service truck, they called back and said they would not be coming because they were too busy. They told me to find another service provider, and put in a claim. > for one, this is why I pay them - to deal with roadside assistance issues > regardless I called around, there was no other service provider available > I changed the tire myself - asked them to reimburse me the standard fee for changing a tire, they said no > I asked them to refund my membership fee , since they did not provide the service I had paid for - they said no I had filed a complaint at the time of the service refusal - they said they would get back to me in 7 to 10 days. It was only 18 days later, after an additional call and email, that they called me back and said no to compensating me in any way. I maintain it is fraudulent to take my money for a service, then refuse to provide the service nor compensate for being unable to provide the service.

  Business response

  05/12/2022

  When our network of fleet and contractors are not available the terms and conditions of the membership stipulate that Members can acquire their own service and we will reimburse them for their out of pocket expenses.  This case was not as clear cut, during that particular evening it appears that no other towing service was available in Thunder Bay so she performed the tire change herself.   We have been in contact with Ms. Maki and have come to a mutually acceptable agreement. 

   

  Thank you.  

• Initial Complaint

  14/03/2022

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  Hello, I am a 25 year member of CAA, NortheastOntario region and my membership has been cancelled without a full explanation. This began when they sent me a letter outlining the membership has been cancelled for what they call abuse of their service. Letter attached. I believe there has been a mistake, especially after 25 years of membership I have never received any complaints before. I am unable to login into my account to verify if any of the road service calls are actually legitimate or if someone has been using my card number. Tow trucks have never asked to look at my CAA card. I called and asked for further explanation, I was told they could not assist me over the phone and to email [email protected] to which no response has been made. I've also emailed [email protected] and still no response. This is a horrible way to treat any club member, especially one with 25 years of paid membership. I would like to work with CAA to review my file and reinstate my membership, but they are not communicating.

  Business response

  30/03/2022

  Thank you for your inquiry. Our team did receive your email and are preparing a response.  You should expect it today or tomorrow.  Thank you  

  Customer response

  08/04/2022

   
  ********** ********
  
  I am rejecting this response because there is no response to reject.  It says their response is coming soon.  Let's wait for their response. 
  
  Sincerely,
  **** *** *****
  

• Initial Complaint

  19/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  ***** ******* **** **** I have been with CAA since 2017 and have been paying 19.21 monthly As of December 2021 the monthly increased to 24.53 (which is a 25% increase) without any notification. I called CAA to ask why my payments were increased. I was told that the price goes up every year, which it hasn't until this point. I asked to speak to a supervisor. Her name is Melissa. When I asked her about cancelling, she told me it's too late because my annual fee was already due in November. I asked if we could negotiate the price and she said no. When I told her that I was going to stop payment on future monthly payments, her response was that I cannot do that. I disagreed and ended the phone call. I don't appreciate her attitude and trying to use strong arm tactics. For the record CAA never emailed me regarding price increase.

  Business response

  07/02/2022

  Hello Mr. ****

  I am sad to hear that you will do not wish to continue to be a member of our Club.  I have gone ahead and cancelled your membership as of today and there will be no more future payments deducted from your credit card.  

   

   

   

   

  Customer response

  07/02/2022

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

*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. ↩