Complaints
This profile includes complaints for MASA Global's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 52 total complaints in the last 3 years.
- 26 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/06/2025
Type: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.
1/15/25 I signed with this business and was instructed I had until 2/28/25 the next billing cycle to cancel and receive a full refund of deposit $980. On 2/24/25 I emailed them at *************************** to cancel stated policy and refund deposit. Their response that cancellation will take place but no refund since I am past the 30 days. This was not what I was promised. I have not received any service from them and they're not honoring as promised. Please help I'm 71 and these seminars consist of elderly people I feel I am being taking advantage of.
Business Response
Date: 03/12/2025
We apologize for your experience. MASA strives to provide excellent customer service and we take your comments to heart. Please be advised you are being refunded the charges via the credit card disputes that were filed. Additionally, as you requested, we are cancelling your policy and you will not be charged anymore. We are sorry to see you go!Customer Answer
Date: 03/13/2025
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
Date:03/02/2025
Type: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.
On 10/28/2024 I entered into an agreement with Masa to pay $980 down and $159 a month. I thought I was buying a medical ID bracket that would give anyone access to my health records and summons help if needed. It turns out that the bracelet/app does not work and I have been entered into an agreement for lifetime travel insurance. I am 76 years old and the price seems excessive compared to travel insurance. I feel I was taken advantage of and they continue to call trying to upset me additional products. I am embarrassed that I fell for their high pressure, misleading sales tactics.Business Response
Date: 03/11/2025
We apologize for the inconvenience that occurred, MASA strives to provide excellent customer service. To resolve this matter, we are issuing a refund in the amount that was paid. A refund of $1,616.00 is being processed back to the original payment method on your account. Please allow 5 to 7 business days for your financial institution to post the credit. We are sorry to see you go!
Customer Answer
Date: 03/12/2025
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
Date:02/27/2025
Type: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.
4/11/2024 $4900.00 The business promised my wife and I global transportation in whatever form necessary in the case case of sickness, injury, death, etc. for life.Please see below. They are reneging on promises made during the sales and purchase of their services. The business has done nothing to resolve this matter other than promises they haven't fulfilled.Customer Answer
Date: 03/02/2025
I was finally able talk to a person named A'nia at MASA Global on Friday, February 28. She said she would send some paperwork. I hope that she does. I have been promised this same thing in the past, but I haven't received anything to date. I am hoping for the best.Business Response
Date: 03/10/2025
We apologize for the inconvenience that occurred. **** strives to provide excellent customer service, and we take your feedback extremely seriously. We are happy the member services team has confirmed they have reached out to you and you have received your documents as requested. If any other questions arise, please do not hesitate to contact us. We are happy to have you as part of the **** family.Customer Answer
Date: 03/10/2025
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
Date:02/12/2025
Type: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.
on 9/26/2024 i paid $750 for MASA's 5 year family plan. then, within their 30 day cancel period, i canceled that plan. I wanted a less expensive plan. i could have asked for the entire $750 back and then signed up for a new plan, with a new 30 day cancellation period. to make it easier i asked for a refund of $350.01 which i got on 10/23/2024. i then had them apply the balance of my refund to a new 1 yr plan starting on 10/23/2024 which cost $399. again, within 30 days of this date, i again asked them to cancel and return my money. this is because in the meantime i found they had lied to me during the seminar - they said even with my VA coverage and ******** advantage i would still be liable for air and ground ambulance expenses, which is false! VA is free and blue cross/blue shield is only a co-pay of $150. When i signed up for the new plan on 10/23 i feel that started a NEW PLAN with a new 30 day cancellation date. MASA has said no and refuses return of my money. i have only received ONE email while i called them on 10/18, 11/15, 11/27, 12,26, 12/9 always asking for an escalation but not once receiving a return call.Business Response
Date: 02/19/2025
We apologize for the inconvenience that occurred, MASA strives to provide excellent customer service. We have issued a refund in the amount of $399.00 to the credit card on your account. Please allow 5 to 7 business days for your credit card company to post the credit. We are sorry to see you go!Customer Answer
Date: 03/04/2025
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
Date:02/05/2025
Type: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.
Numerous attempts over a period of more than 7 months to get deleted from this company's **************** mailing lists. We just want to be left alone. I will "email" to your email address a copy of the email I just sent MASA a few minutes ago for specifics.Business Response
Date: 02/05/2025
We apologize for your experience. **** strives to provide excellent customer service, and we take your comments to heart. We have removed you from all future mail and email lists.Customer Answer
Date: 02/05/2025
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,
***** *******Business Response
Date: 03/25/2025
We apologize for your experience and that you were not removed from a mailing list. **** strives to provide excellent customer service, and we take your comments to heart. We have conducted an investigation and can confirm you will no longer receive mail from ****.Customer Answer
Date: 03/25/2025
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
Date:02/03/2025
Type: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.
I am so ticked . There are 20 people who showed up for your meal presentation At *******************. Waiting over an hour. One rep hung up on me. We have been on hold transferred several times. There is no way any of us woukd want to take out their service. We just at this point are going to eat and we woukd love our meal to be reimbursed and gas to come to their meetingBusiness Response
Date: 02/07/2025
We apologize for the inconvenience that occurred, MASA strives to provide excellent customer service. Our agent attended the wrong location by mistake. Once MASA became aware of this mistake, we contacted the restaurant and ensured we paid for everyone's meals. Additionally, one of our State Directors reached out to everyone individually to apologize and offered them a chance to hear our seminar with lunch included.
Customer Answer
Date: 02/07/2025
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
Date:01/13/2025
Type: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.
June 2024- received ambulance bill from ******************. Sent in to MASA for processing. Contacted MASA 2-3 mo later because **** was not paid. Was told by MASA *** that it takes 6-8 weeks to process and it was currently going through the process. 4-5 months later I received a collection notice regarding bill not being paid. I contacted collection agency, paid bill today 1/13/25. Contacted MASA today and told them my situation, they apologized said a check will be mailed to me within 2-3 weeks once accounting processes it. I asked to have check expedited asap. Said would need to get approval from supervisor. 7 months plus is unacceptable for processing a $275 claim.Business Response
Date: 01/22/2025
We apologize for your experience. **** strives to provide excellent customer service and we take your comments to heart. Please be advised we have processed payment on your claim. Thank you for being a member of the **** family.Customer Answer
Date: 01/22/2025
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
Date:01/08/2025
Type: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.
I did not sign up or request anything from this group MASA.I was charged $39.00. I have contacted them 3 times to be refunded and cancel any account or info they have connected to me.Further more I want to know how they got my information, bank account etc.I called again today and yet they are unable to resolve this.I was told they can not refund me because the charge has not cleared, yet on my bank statement the money was deducted on December 27th 2024.Just really frustrated so decided to file this complaint.Business Response
Date: 01/22/2025
We sincerely apologize for this issue - MASA strives to provide excellent customer service and we take your comments to heart. Please be advised **** received this application through ****, who administers Insurance Benefits for your retirement association, the Illinois Retired Teachers Association. We have reached out to **** for further clarification on what occurred. Additionally, we have cancelled and refunded your membership.Customer Answer
Date: 02/03/2025
The ********** has refunded the $39.00 charge. Although I was told **** initiated the charge. The group **** has not responded with an explanation.
I was curious as to how they were able to get and use my bank account to be able to charge me the $39.00. I will continue to look forward to an explanation from AMBA.
Thank you, ***** *****
2/3/2025
Customer Answer
Date: 02/04/2025
Complaint: 22785565
I am rejecting this response because:The ********** has refunded the $39.00 charge. Although I was told **** initiated the charge. The group **** has not responded with an explanation.
I was curious as to how they were able to get and use my bank account to be able to charge me the $39.00. I will continue to look forward to an explanation from AMBA.
Thank you, ***** *****
Sincerely,
***** *****Business Response
Date: 02/07/2025
We sincerely apologize for this issue - MASA strives to provide excellent customer service and we take your comments to heart. We understand your concern and appreciate you bringing this to our attention. Since MASA received your application through ****, we do not have any additional details or insight into this matter. To resolve this issue, we suggest contacting AMBA.
Customer Answer
Date: 02/11/2025
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
Date:12/09/2024
Type: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 purchased a lifetime membership from them. I gave them a check for the down payment and a credit card for the monthly payment. They charged my credit card for the down payment. I have been asking for a credit to be applied to my credit card for almost a month. All the reviews I looked at said that their accounting department *****. They are correct!Business Response
Date: 12/20/2024
We apologize for your experience, especially being a new member. **** strives to provide excellent customer service and we take your comments to heart. A MASA agent will be reaching out to resolve this issue and discuss how you would like to proceed with your account going forward.Customer Answer
Date: 12/20/2024
I will let you know when I hear from them if I am satisfied with the outcome. Thank you.Customer Answer
Date: 01/03/2025
Complaint: 22661221
I am rejecting this response because:
As of 1/3/2025 I have not been contacted by the company.
Sincerely,
***** ****Business Response
Date: 01/10/2025
We sincerely apologize for the inconvenience and the delay in contacting you and having this issue corrected. We have confirmed with our Member Services team that the issue has been resolved. Thank you for being a valued customer of MASA.Initial Complaint
Date:11/13/2024
Type: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.
We signed up for **** membership on 2/13/2024 on a $49 per month charged to our credit card in lieu of the lifetime fee in order to access the service. Later, we determined that other comparable air ambulance services were cheaper and sent an email to the state sales representative for **** on September 13, 2024 with no response. Called the Florida HQ in October to cancel and was told to submit an email request to ************************************************* with our membership no. I had to ask them for our membership number, since we were never sent a membership card, but were billed every month. I sent an email on October 5th, 2024 to their cancellation email and did not receive a response. We were billed in Oct and am concerned that we may be billed in November, three months after I requested cancellation in September. I am disappointed in MASA's lack of customer service responsiveness and difficulty in cancelling our membership. We would an acknowledgement that we are cancelled immediately and a refund for the two months charged for Sep-Oct that we should not have been charged.Business Response
Date: 11/18/2024
We apologize for your experience. MASA strives to provide excellent customer service and we take your comments to heart. Your refund and cancellation has been processed. We are sorry to see you go!Customer Answer
Date: 11/29/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and unfortunately I had to file a BBB complaint to get a satisfactory solution.
Sincerely,
**** ******
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