Complaints

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

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  MASA Global

  1301 International Pkwy Ste 300 Sunrise, FL 33323-2874

  
• 

  MASA Global

  Plantation, FL 33324-4419

  

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:07/14/2023

  Type:Product Issues
  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.

  This is a supplemental insurance plan designed to cover deductible and out-of-pocket costs resulting from medical transport via ground and air ambulance services. I purchased (paid in full, $4,900 + $60 initiation fee) a policy covering my wife and me on 01/28/2022 (was Charter Lifetime now Lifetime Plus). In a letter dated 6/1/2023, MASA Global informed us our membership had been "upgraded" to their "Emergency Shield Plan" and sent us a new Member Services Agreement. This new agreement included a new exclusion under *********** Exclusions that states "Notwithstanding anything to the contrary in this Agreement, no benefits shall be available for otherwise qualifying services and Out-of-Pocket Expenses incurred under this Agreement during the period in which a Member is a "HSA-Eligible Individual" that are for medical care, as defined under Internal Revenue Code section 213 (d) ("Medical Benefits")." This newly added exclusion nullifies our coverage as we do participate in an HSA and expect in the foreseeable future. I have tried on multiple occasions to address this with MASA and to date multiple emails have gone unanswered (except for the automated we received your message emails) and multiple phone calls to their customer service number have ended with being disconnected/hung-up on or not returned when a promise was made that a supervisor would call back. Since our coverage has been nullified by the addition of the exclusion and we have not filed a claim, I am seeking policy cancelation and a full refund of $4,960.

  

  Business Response

  Date: 07/28/2023

  We appreciate you taking the time to let us know your concerns. We have reviewed your concerns, based off the information provided. Your membership has been cancelled per your request. In addition, we provided you with a full refund for your membership to the original payment method, authorization number ******. Please allow 5-7 business days for your refund to post. Thank you, MASA Global.

  Customer Answer

  Date: 07/31/2023

   
  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

  Date:06/08/2023

  Type:Product 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.

  Febr.16 2023 was taken to out of area hospital by KCKEMS. Was to go to **** VA hospital. paid in full MASA 2022 Sept. Received bill from *** EMS send to Masa before the 2 month period of time was up. **** was called by me to see if the bill was paid, told me they were waiting to see what the VA was paying. Asked me to hurry the VA up. Now I'm told that MASA say the time is expired on this. There was NEVER any time period after they received the bill. NOTHING says anything about expired plan. plan number *******. Now I have a $941.00 bill I can't pay because I was counting on MASA to do what they promised.

  

  Business Response

  Date: 06/21/2023

  Thank you for taking the time to share your experience. MASA is supplemental insurance and unfortunately cannot pay the claim until the VA processes the bill and issues an explanation of benefits. **** has the claim pending and it was never denied. Once the VA process the bill, MASA can then process and pay the claim. Please feel free to reach out to us should you have any further questions or concerns. Thank you, MASA Global.

  Customer Answer

  Date: 06/29/2023

   
  Complaint: 20161952
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 06/30/2023

  ******* never sent a bill to VA. Was  not told this was a supplement insurance policy with MASA. The salespeople failed to tell everyone that at the dinner I feel like it was a scam!

  

  Business Response

  Date: 07/17/2023

  We appreciate you taking the time to reach out to us. MASA received your claim and it is being processed by the VA, there is no issue with the time being expired.  We simply cant pay the claim until it is processed by the VA.  MASA is supplemental coverage and we dont know how much we owe until it is processed by your primary insurance coverage which is the VA.  MASA will process and pay after the VA has finished processing the claim as primary. Thank you, MASA Global.

• Initial Complaint

  Date:04/20/2023

  Type:Sales and Advertising Issues
  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.

  This was a Bait and Switch scam.We were promised a "scrumptious entree" with unlimited soft drinks.Instead, the presenter wanted to oversee each of ** fill in an application including the payment for the product before being given anything to eat. The food was not from the restaurant that we were promised (Mexican), but from a fast food shop across the street. It was to be composed of salads, chicken wings, and pepperoni pizzas but was only available after we filled in the application under the presenter's watchful eye.

  

  Business Response

  Date: 05/01/2023

  Thank you for taking the time to share your experience. The restaurant scheduled for the seminar was unable to provide lunch due to staffing shortages on that day. The seminar host was in an unfortunate situation an acted in the best possible manner to accommodate the free lunch seminar. The agent purchased food and beverages from a nearby location. We are sorry to hear that your lunch was disappointing however, situations like this are unforeseen. Thank you, MASA Global. 

  Customer Answer

  Date: 05/01/2023

   
  Complaint: 19962487
  
  I am rejecting this response because:

  The Restaurant identified in the circular, Los Gringos Locos was serving lunch on the day of the seminar.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 05/16/2023

  Thank you for your rebuttal. We understand your frustrations and are disappointed we were not able to meet your service expectations. Thank you for allowing us to explain our position.

  Customer Answer

  Date: 05/16/2023

   
  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

  Date:04/07/2023

  Type:Service or Repair Issues
  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 have contacted this business 7 times to cancel. I have left 6 messages. I am not the only one with this problem this business has a history of this. After filing a claim with my credit card company and MASA lying , my card denied charges. I have proof that I have canceled and they charged me again for thr 3rd month in a row. I want nothing to do with this company I want this canceled. I have have had to go through the painstaking effort now of canceling my card, ordering a new one, and I am not only filing here but also with the ******** attorney generals office. This is one of the worst experiences I have had and I have now wasted over 120$ and I have never felt so h*** was. I hope that someone shuts this place down as it is taking peoples money. It is really sad. I have talked to one helpful person at the call center, *******, and one person that handles chargeback, ****** however she cant even cancel - only a supervisor and this is really scammy. I am shocked that the BBB has given them this kind of a rating. I will post everywhere and anywhere that I can so that people wont continue to be taken advantage of by this company. I have written them as I was finally told after 7 phone calls and left messages and over 60 days of trying.

  

  Business Response

  Date: 04/21/2023

  We appreciate you taking the time to let us know your concerns. We have reviewed your concerns, based off the information provided. Your membership has been cancelled per your request. In addition, we provided you with a full courtesy refund for your membership to the original payment method. Please feel free to reach out to us should you have any further questions or concerns. Thank you, MASA Global.

  Customer Answer

  Date: 04/21/2023

   
  Better Business Bureau:
  
  Please note - it is a shame I had to take it to this extend to get action. In addition, I had to cancel my card and wait for another, and re set up all of my auto payments. I am thankful for this response from MASA. 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:04/04/2023

  Type:Product 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.

  Regarding emergency shield membership #******* dated 12/2022. I attended a MASA luncheon on December 17, 2022, and paid up front for a 5 year plan. I was told that there would be a 30 day review period during which I could cancel my membership AND that I would receive my membership materials within two weeks. You can see the post **** date of 3/14/23 on the attached copy of my membership packet mailing envelope that I did not receive my membership information for three months! I was not able to review the information in a timely manner and my financial advisor has since told me that this plan was not necessary under my circumstances. I called MASA on 1/16/23, and was told that the packet had not been processed yet. I called again on March 22 to request a refund and then I talked to a ****** on March 29 who told me she would let the appropriate people know that I called and that they would need to make a determination about whether my money would be refunded. I have not had any response since that date other than an email asking me to reconsider. Fed up and done with them!

  

  Business Response

  Date: 04/06/2023

  Thank you for taking the time to communicate to us. We have reviewed your concern, based off the information provided. Your membership has been cancelled and provided a full refund to your original payment method. Please allow for **** business days to see the credit. Please feel free to reach out to us should you have any further questions or concerns. Thank you, MASA Global. 

• Initial Complaint

  Date:02/22/2023

  Type:Product Issues
  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.

  Ads state no pre existing conditions exclusions . Agent offered 30 day trial period and could cancel with just a phone call. When I got the membership agreement it states membership is not available to anyone who is under a doctor's care or has any kind of a diagnosis. I called to cancel and found out I have to contact them in writing which I did but was also told they did not know anything about a trial period where I would get my money back if I cancelled within 30 days.

  

  Business Response

  Date: 02/23/2023

  Thank you for taking the time to communicate to us. We have reviewed your concern, based off the information provided. Your membership has been cancelled and provided a full refund to your original payment method.Please feel free to reach out to us should you have any further questions or comments. Thank you, MASA Global.

  Customer Answer

  Date: 02/23/2023

   
  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

  Date:12/13/2022

  Type:Product 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.

  Was in **************, ********. Was injured and requested assistance. They refused and hung up on me! Request a total refund if my account. Or, making a police report for fraud !

  

  Business Response

  Date: 12/16/2022

  Thank you for taking the time to communicate to us. We are sorry to hear that you have been having issues with cancelling your policy and receiving a refund. Your cancellation and refund was processed on 12/15/22. You should have received a confirmation email notifying you that your membership has been terminated, authorization number 098061.  Thank you for reaching out with your concerns, we are sorry to see you leave!

• Initial Complaint

  Date:06/20/2022

  Type:Product 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.

  On April 28 we attended a seminar for Masa. Within a week we reached out to the person or persons ************************* representing the company, no answer and no return call. We reached out to our credit card company to dispute the transaction. My husband got a phone call from Masa ***********************, asking what we needed. He told her we have called the sale person and havent heard from them. He then emailed ****** about cancellation of policy. I have reached out to a person name ****** a number of times on Monday 6/20. She told me twice she was connecting me to ******. ****** never answered and her voice mail is full. On the third time she said she would reach out to ****** and have her call me, Im still waiting. We are asking to cancel the policy, after reading reviews we were misled. And with this experience of customer service we are getting, what would happen if it was a emergency.

  

  Business Response

  Date: 06/30/2022

   Good Afternoon, We are sorry to hear that you have been having issues with cancelling your policy and receiving a refund. Your refund was processed on 6/23/21. You should have received a confirmation email notifying you that your membership has been terminated.  Thank you for reaching out with your concerns, we are sorry to see you leave!