ComplaintsforJohnson Inc
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/12/2022
- Complaint Type:
- Order Issues
- Status:
- Resolved
I have Johnson Insurance auto coverage and Johnson Roadside Assist coverage. On Nov. 8, 2022, my car was stalling and I called Johnson Roadside Assist for a tow truck. There were long delays of being on hold, and the agent wanted to charge me extra for the tow truck. I explained that there shouldn't be any extra charges and that my Roadside Assistance paid for the tow. He claimed that I was over the $120 limit. I told him that my coverage didn't have a $120 limit for short tows (17 km). He put me on hold and then abandoned my call. I spent over 90 minutes calling various Johnson customer service lines, talking to multiple agents, but no one would arrange to send a tow truck. I eventually gave up, made my own arrangements and got my vehicle repaired. Weeks later, I registered a formal complaint with Johnson complaint department. One agent apologized. Another agent left me a message telling me that my tow would have been over the $120 limit. And that they would re-imburse me for only $120. To sum up: 1. When I needed a tow truck and called Johnson, there were very long delays and much wasted time of being on hold. In the end, they never sent a tow truck. 2. Whenever I did speak with a Johnson agent (about six agents in total), they told me there was an extra charge, or they told me they would have to transfer my call, in one case, the agent hung up on me. 3. Two Johnson agents told me that there was a $120 limit for a tow, anything above that was extra. My insurance papers only mention there would be a $120 if the tow was over 25 km. My tow was only 17 km, therefore, there was no $120 limit. So I believe this is a breach of contract on behalf of Johnson Insurance.Business response
13/12/2022
We were able to contact the customer and are working to resolve their concerns.Customer response
13/12/2022
Complaint: ********
I am rejecting this response because:The response from Johnson since my initial BBB complaint has failed to address their breach of contract as follows:
1. Johnson has failed to acknowledge there was never a $120 max limit for tows under 25 km. as shown in my insurance
documents.
2. The agent who I initially spoke with about getting a tow mistakenly claimed their was a $120 limit and then abandoned
my call and never sent a tow truck. An apology is not sufficient.
3. Another Johnson agent offered me a $120 reimbursement. This is still insufficient because by their own admission, the tow cost more than $120.
Sincerely,
***** *******
Business response
21/12/2022
This complaint has now been resolved. Client advised, he is satisfied with this outcome and was very thankful for the help.Customer response
22/12/2022
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
31/01/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I cancelled my home and auto insurance with Johnson Insurance on or about September 14, 2021. The company owed me over $1000 in refunds for both home and auto insurance. I received the auto insurance cheque as promised. However, it is now going on 4.5 months and countless phone calls to Johnson Insurance and I am yet to receive my refund cheque for my house insurance. I have not only wasted over 8 hours of my time but this is money that should have been earning interest in my bank account, not at Johnson. I get a new excuse as to why I have not received the cheque every single time I have called and each time I am told the cheque will arrive in 10 days and never does.Business response
01/04/2022
Business Response /* (1000, 5, 2022/02/11) */ We were able to contact the customer and have addressed their concerns.
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Contact Information
Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.