Complaints

This profile includes complaints for HUB International Canada West ULC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  HUB International Canada West ULC

  400 4350 Still Creek Dr Burnaby, BC V5C 0G5

• 

  HUB International Canada West ULC

  1802 Chapman St Merritt, BC V1K 1B8

• 

  HUB International Canada West ULC

  104 20151 Fraser Hwy Langley, BC V3A 4E4

• 

  HUB International Canada West ULC

  464 Baker St Nelson, BC V1L 4H8

• 

  HUB International Canada West ULC

  1900 505 Burrard St Vancouver, BC V7X 1M6

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:30/05/2025

  Type:Billing 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.

  In 2024, I transferred my vehicle from lease to ownership at **********. I was then referred to an insurance agent (***** ****) from HUB International, who sold me a "replacement value" insurance policy. I believed this policy was for one year only, to match my typical one year coverage, and I was not informed that it was actually a 5-year financing contract with a lien on my ********** the time, I was under financial stress and considering selling the vehicle within a year or two so I would never have agreed to a locked-in, long-term policy with a lien on my vehicle. The agent made it seem informal and implied I could change or cancel the policy easily by contacting her. I did reach out to her with an unrelated question shortly after but received no *********** 2025, after switching back to ****, I noticed $46.35 monthly withdrawals were still coming out of my account under IFS Premium FIN. When I contacted HUB, I was told this was a financed policy totaling $2,781. I also found out ********** received a $600 commission something I was never made aware of and would not have agreed to, as I had already declined their push for a maintenance package and had it in my mind that I did not want profiting anything more from me. I thought the insurance was completely separate from **********. I guess they were trying to profit off of me in two ******* March 2025, I requested a signed copy of the contract and was sent an unsigned version. A representative said they would forward my request to their Richmond office, but I have received no follow-up. It is now nearly June, and I still have no proof that I authorized this agreement.I have since filed a formal complaint with the Insurance Council of BC for investigation, as I believe the policy was misrepresented and possibly unauthorized.I am requesting the company:Immediately stop future withdrawals,Provide a signed copy of the contract,Remove any lien on my vehicle if no signed agreement exists.

  Business Response

  Date: 02/06/2025

  Hi ******, 

  I just wanted to confirm that we have received your complaint and are reviewing the matter.  We take your complaint seriously and will provide a response in the next few days.  

  Kind Regards,

  Bridie

   

• Initial Complaint

  Date:30/05/2025

  Type:Customer Service 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.

  I have listed all the information on the document that I have loaded at the bottom of the page.

  Business Response

  Date: 02/06/2025

  Hi ******,

  I have read your complaint and we are looking in to this.  We take your complaint seriously and will provide a response in the next few days. 

  Kind Regards,

  Bridie

• Initial Complaint

  Date:05/05/2025

  Type:Billing 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.

  I cancelled my insurance with HUB because they were unprofessional, incompetent and operating with completely unethical business practices. They had screwed up my insurance badly in the past and then adjusted my two policies so they did not renew at the same time to make it more expensive for me to leave HUB, as they knew I was unsatisfied. Their incompetence and lack of adequate staffing had already cost me upwards of $350, of which they only agreed to reimburse me about $75. I was upset and disputed so they guaranteed me they would cover the fees if I needed to cancel one early to get them both together with another provider or leave HUB and ensured many times this was documented in my file. When I told them in April I was switching both policies effective May 1st, ******* ****** told she she never would have agreed to this but eventually told me again there would be no additional fees. Before signing the cancellation documents, ******* again agreed, in writing in April, that there would be no additional amounts billed to me by HUB, wawanesa or anyone else for my home and auto policies. She confirmed HUB was covering the Wawanesa early termination charges. On May 1st, wawanesa withdrew $134.32 from my account anyways. I have the emails where she guaranteed I would not be billed any additional amounts, prior to my signing any cancellation documents.

  Business Response

  Date: 09/05/2025

  To Whom It May Concern;
  
  Our sincere apologies to ******** for her negative experience regarding her Home & Auto Insurance.  There was a miscommunication prior to her renewal in 2023 in which we missed remarketing her Auto policy to Wawanesa as requested on May 1, 2023, due to staffing changes.  As such her policy was then remarketed effective August 16, 2023, at which time the Combined policy discount was added to Home policy and a credit was generated. 
  
  We did provide ******** with quote alternatives last month prior to her May 1st, Home Insurance renewal.  However, we understand that she has remained unsatisfied as having a May 1st renewal date on both policies is very important to her, which we did not make happen last year. As a result, we agreed to have HUB cover the cancellation fee on her Auto Insurance.  However, ******** withdrew the funds from Samanthas account ahead of our refund cheque getting to ********.  We did apologize to ******** for the miscommunication and our inability to put a stop to the last,outstanding withdrawal.
  
  Samanthas policies with HUB/Wawanesa have been cancelled effective May 1st, 2025, as per her request, and the refund cheque has been issued, so there is no further action to be taken. 
  
  Thank you,
  
  
  ******** ********
  Vice President, Personal Insurance 

  Customer Answer

  Date: 11/05/2025

   
  Complaint: 23281740
  
  There was no apology for the inability to stop payment, but either way, they needed to tell me they could not, instead of confirming that they had. This would have eliminated this entire issue and not caused me additional banking fees fees. 
  ******* ******, by her own admission in writing, had not even bothered to thoroughly inform herself of the details of my file or the process for this until after sending numerous emails with completely inaccurate information. I incurred additional banking fees, significant frustration and wasted time over the incompetence and inaccurate information I was provided by HUB.
  ******* initially confirmed no additional amounts would be withdrawn from my bank. When there was, I reached out to her prior to opening the BBB case. Had she told me then that HUB had sent me a cheque, I wouldnt have proceeded with the case. Instead she told me it shouldnt have been withdrawn, and HUB had also sent wawanesa a cheque. She then emailed me confirmation that wawanesa would be refunding me directly in 2-3 weeks. When I disputed, she then said shed just now looked at the details in my file, and HUB had already mailed me a cheque. If she had provided the accurate information upfront and told me the amount would be withdrawn and Id be receiving a refund cheque from HUB, Id have taken the appropriate actions on my end to avoid the additional banking fees and wouldnt have wasted time on all the unnecessary emails, fuelled only by her incompetence. Its frustrating that HUBs response does not acknowledge any of this, and instead portrays the situation as though I was charged through no fault of their own, they sent me a refund cheque, and this was all appropriately communicated to me. 

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

  Business Response

  Date: 15/05/2025

  To Whom It May Concern,
  

  Upon receiving the insureds most recent complaint, we reached out to ******** by phone in the hopes of extending a sincere apology and, at a minimum, reimbursing her for any bank fees she was wrongfully charged.
  

  From our conversation, it is clear that the level of service provided by our Personal Insurance team at HUB fell short of the standards our clients expect and deserve. Unfortunately, this led to the loss of Samanthas business. We acknowledge and take full responsibility for her poor experience, and we sincerely apologize.
  

  At HUB, we are committed to delivering excellent service to our clients. To prevent similar situations in the future, our management team will be conducting a thorough review of our service protocols and reinforcing these expectations with all front-line staff.
  

  Finally, a cheque has been issued to ******** for the amount she advised she was charged by the bank. We deeply regret the inconvenience she experienced and wish her all the best with her new provider.
  
  ******** ********
  Vice President, Personal Insurance 

• Initial Complaint

  Date:22/04/2025

  Type:Order 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.

  Insurance agents taking improper care and failing to provide all relevant information to make an informed decision resulting in coverage that is significantly worse at a significantly higher cost. I've had 10+years of Insurance coverage arranged by Manitoba licensed professionals from Hub Insurance but have recently lost faith/ability to trust this organization (nor do i know how much I've been overpaying over the years). In 2024 i was paying approx. $360/mth for $547K coverage limit. In 2025 the coverage dropped to 464K and price increased to approx $530/mth. I disputed this resulting in concerning interactions that suggest a failure in fiduciary duties. The policy coverage was decreased to $249K at a cost of $430/mth (So end result is that my coverage dropped by 50%+ while cost increased by 20%+). I did not receive an explanation that i can understand and have lost faith in hub international altogether. At this point i don't know if I had proper coverage all along since 2012 nor do i know how much I've overpayed during the lifetime of my insurance contract. I will be looking to select a different brokerage to help with my insurance needs going forward and considering other options starting with this report to the Better Business Bureau.

  Business Response

  Date: 28/04/2025

  Hello,
  
  The Complainant has noted that they he has overpaid in his policy premium. In our investigation, he has not overpaid, it was the opposite. Peace Hills did not charge the Insured the 2-family surcharge from 2012 present. Once this came to light in Mar 2025,the HUB broker advocated with Peace Hills on the Insureds behalf to ensure there was no backdating of a surcharge for any prior year, or the current year either, which Peace Hills complied with.
  
  In 2024, the insured was paying $357.75 per month, this was for Location 1 (Annual $1729): $249,000 dwelling coverage, 2 million liability, fair rental value coverage to $22,000 and $10,000 of service line coverage and Location 2 (Annual $2,399): $511,000 dwelling coverage, 2 million liability and $10,000 service line coverage.
  
  In 2025, the insured is paying $430.77 per month, this is for Location 1 (Annual $1885): $249,000 dwelling coverage, 2 million liability, fair rental value coverage to $22,000 and $10,000 of service line coverage and Location 2 (Annual $2,774): $542,000 dwelling coverage, 2 million liability and $10,000 service line coverage.
  
  As per the above review, there was no reduction in coverage. There was a 9% increase in premium for location 1, and a 15% increase in premium for location 2 which is standard with the rate increases we are seeing across the habitational insurance industry. In offering to requote all of the locations either now or at his next renewal, the Insured declined.
  
  Should you require any additional information, please do not hesitate to contact us. 

  Customer Answer

  Date: 08/05/2025

   
  Complaint: 23221921
  
  I am rejecting this response because: please review my response attached above. Also attached it a statement of account for your reference.
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 12/05/2025

  Dear Better Business Bureau,

  As previously communicated to the Insured by a HUB broker, although Peace Hills system did not reflect Risk Location 1 as a duplex, coverage would still have been fully provided in the event of a loss caused by a covered peril. Since a premium is associated with this type of occupancy and coverage was available, it is likely the insurance company would seek to collect any applicable premium. However, the HUB broker ensured that the Insured would not be held responsible for any surcharge that may have applied.
  
  The HUB broker also explained to the Insured the use of the dwelling evaluator tool, which determines the cost of replacing the home and restoring it to its pre-loss condition in the event of a total loss. This replacement cost differs from the market value of the property. The concerns raised by the Insured regarding the dwelling values for risk locations 1 and 2 are based on the replacement cost estimates generated by this tool. While the Insured noted that both properties are of similar build and located in the same area, the replacement cost estimates are relatively consistent across both locations. The evaluator tool determined a replacement cost of $464,000 for location 1, which the Insured requested to reduce to $249,000. For location 2, the estimated replacement cost was $511,000.
  
  To address each of the concerns raised in the Insured's response, we have provided a summary of the account history dating back to October 16, 2012:
  
  Oct 16 2012 As of Sept 1 2012, risk location 1 was changed to rental for a portion of the duplex as the insured was renting out a portion of the risk.
  Jan 25 2013 At *********** request, we requested a rented dwelling questionnaire filled out by the insured.
  Jan 28 2013 We sent a reminder for the rented dwelling questionnaire to the insured.
  Jan 30 2013 We received the questionnaire (that notes it is a duplex) and added rental income coverage to the policy.
  Oct 25 2013 We received a request for risk location 2. We requested photos to get guaranteed replacement cost and it was advised by the insured that he was going to try to have a tenant in location 2 by Dec 2013.
  Dec 11 2013 We received a rented dwelling questionnaire for location 2.
  Feb 7 2014  We sent the renewal letter to the insured for the Mar 2014 2015 term.
  Mar 12 2014-  The policy payment defaulted.  We made a request to Peace Hills to allow the policy to continue on monthly instalments. *********** agreed to continue on monthly installments if the payment was made.
  Mar 17 2014 The insured replied back to the broker asking if Peace Hills was the only option. The HUB broker replied back saying yes, due to *** on renewal, Peace Hills was the only option allowing monthly payments. The Insured advised he would make the payment and requested what date he would need to change his policy with no fees. The HUB broker advised that the insured would have to change the policy prior to Mar 12, 2015. Payment was received.
  June 30 2014 The Insured made payment for the rest of the term, closing out the monthly payment plan.
  Feb 26 2015 We sent the renewal letter to the insured.
  Mar 12 2015- The insured requested a remarket and monthly payments. The HUB broker quoted, and advised that Peace Hills was the lowest premium. The insured agreed to proceed with ***********. The HUB broker advised for monthly payments, we required the monthly payment form.
  Mar 19 2015 We sent a reminder for the monthly payment form.
  Mar 23 2015 We received the notice of cancellation from ***********, and made a 3rd reminder for the monthly payment form.
  Mar 24 2015- We received the payment form, and we got the policy reinstated with Peace Hills.
  Mar 25 2015 The insured requested to add ******* as a mortgagee.
  Mar 27 2015 -  We removed named a Named Insured from the policy at the insureds request with signed Release of Interest form.
  April 10 2015 We removed ************************ as they were no longer the mortgagee. Proper Release of Interest statement was received.
  Feb 9 2016 -  We sent  the renewal letter to the Insured.
  Feb 6 2017 We sent  the renewal letter to the Insured.
  Dec 12 2017 Peace Hills requested a new evaluation be completed for risk location 2, which we completed and sent to them.
  Feb 2 2018 -  We sent  the renewal letter to the Insured.
  Feb 1 2019 -  We sent  the renewal letter to the Insured.
  Jan 23 2020 We sent the electronic quote copy to the Insured, indicated *********** was still the best option.
  Sept 13 2021 The Insured informed us that he purchased the seasonal location, we advised what information was needed.
  Sept 17 2021 -  We sent the quote to the insured and risk location 3 (seasonal location) was added as of Sept 22, 2021.
  Nov 23 2021 We received the new policy documents with risk location 3, and sent them to the Insured. The Insured advised that he wanted new options as he no longer wanted Peace Hills.  We advised we would shop around at renewal for the Insured.
  Jan 11 2022 We sent the renewal letter to the Insured via e-mail.
  Jan 21 2022- *********** requested a new evaluation for risk location 2, and requested photos of risk location 3.
  Feb 23 2022 We sent a quote for risk location 3 (seasonal location) with Wawanesa, and advised that the home and rental is still lowest premium with ***********. We made a request to Peace Hills to match the price of the Wawanesa quote. The Insured advised if Peace Hills were to decline to match the price of the Wawanesa quote, to proceed with Wawanesa.We proceeded with Wawanesa for risk location 3 (seasonal location) as per the Insureds request.
  April 5 2022-  A Loss Notice was reported for a claim at risk location 1 due to shingles that fell off and broke window.
  April 19 2022- The Claims Adjuster sent a letter advising the claim was denied due to the top layer shingles installed over the old layer, stating the claim was denied due to faulty workmanship.
  Jan 11 2023 We sent the renewal letter to the Insured via e-mail.
  Feb 8 2023 Peace Hills requested photos of risk locations 1 & 2, as well as an updated rented dwelling questionnaire prior to next renewal, which we requested to the Insured.
  Jan 3 2024 We sent a follow up email ahead of the policy renewal for photos and rented dwelling questionnaire. We advised to the Insured that we also received returned mail and asked for confirmation on mailing address.
  Jan 12 2024 We sent the renewal letter to the Insured via e-mail.
  Jan 25 2024- We sent out the renewal documents and renewal letters to the Insured and included a 3rd request for photos and rented dwelling questionnaire.
  Apr 9 2024 -  We received a voicemail from the Insured requesting that we the policy documents. We sent the policy documents to the Insured the same day we received this request.
  Jan 11 2025 We sent the renewal letter to the Insured via e-mail.
  Jan 13 2025 We sent a payment notice to the Insured as renewal documents werent ready yet.
  Feb 3 2024  We sent a 4th Request for photos and rented dwelling questionnaire to the Insured.
  Feb 12 2025   We sent a 5th request for photos and rented dwelling questionnaire to the Insured via e-mal.We also sent the renewal for risk location 3 (seasonal location). We requested a delivery receipt, which came back successful.
  Feb 13 2025 Peace Hills advised they will be lapsing the renewal as they hadnt received the photos and rented dwelling questionnaire.
  Feb 14 2025 -  The Insured and HUB broker were discussing the occupancy of the locations. There was mention that there were some repair plans for the unit. *********** declined to amend the location until they confirmed the length of time for repairs, types of repairs and plans for the rented dwelling. We also advised to the Insured that we would quote the policy.
  Feb 19 2025-  We sent the Insured the quote for Max Insurance for risk location 1.  We advised to the Insured that we would still require photos and rented dwelling questionnaire.
  Feb 26 2025 We quoted all of the locations, and advised that Max Insurance was higher a higher premium than *********** for all risk locations. We asked the Insured if he wanted to stick with Peace Hills.The Insured advised that he would stay with Peace Hills.  The Insured advised that risk location 2 was no longer a rental. We made the 6th request for photos and rented dwelling questionnaire.
  Mar 4 2025 We sent a follow up with a 7th request to the Insured for photos and rented dwelling questionnaire.
  Mar 6 2025 -   We received the photos and questionnaire. The Insured again confirmed that risk location 2 is no longer a rental property, and would not be in the near future as well. We sent the photos and questionnaire to ***********.
  Mar 11 2025 We advised to the Insured that we would follow up with Peace Hills, which was done the same day, so we could get the policy documents to the Insured.
  Mar 12 2025 -   *********** requested a new evaluation of risk location 1, which we completed and sent to them.
  Mar 21 2025 We sent the new policy documents to the Insured. The Insured replied due to the increase in premium. A HUB broker reviewed the Insureds file asked the Insured to confirm the occupancy and to confirm the evaluation since the rebuild cost increased significantly. The HUB broker advised that we had quoted and Peace Hills was still the best option.The HUB broker advised that Peace Hills requires confirmation about the occupancy.
  Mar 24 2025 The Insured requested to speak to a HUB Manager and advised that on the phone, the HUB broker said it was too late to move the policy.  The Insured mentioned his lawyer has been looped in and the HUB broker is no longer saying it is too late to move the policy. The Insureds frustrations with being asked about occupancy again after dealing with another HUB broker was noted. The HUB broker apologized and advised it wasnt too late to move the policy and explained cancellation fees would be involved.  The HUB broker advised to the Insured that we did quote and Peace Hills was his best option, and Peace Hills had been waiting on the photos and questionnaire to release the renewal. The HUB broker requested that the Insured  confirm occupancy and to review the evaluator to ensure nothing was overlooked. The HUB broker provided the HUB Managers contact information to the Insured.
  Mar 25 2025 The Insured advised that he wanted the quote documents and not just to be told it was the best option.  The Insured was frustrated with the premium increase, and asked how the rebuild cost was determined and what was needed to do to a review with someone. The HUB broker replied wanting specific confirmation about the occupancy to confirm at *********** request. The HUB broker sent a copy of the evaluation to the Insured and explained that is how we get the rebuild cost. The Insured was frustrated to have to clarify the occupancy again, but did so and explained risk location 2 is no longer a rental, and then advised all of the factors on the evaluation for risk location 1 looked correct.
  Mar 26 2025- The HUB broker sent the information to *********** and requested a premium credit.  The HUB broker let the Insured know that the information was sent to *********** and they would have something back to us within a couple of days. The HUB broker advised to the Insured that Peace Hills system did not reflect a duplex for risk location 1. The HUB broker advised to the Insured that he was fully covered and that the Insured did not get the 15% surcharge that would have been applied had the Peace Hills system noted the duplex for risk location 1. The HUB broker had Peace Hills make an exception not to charge until the 2026 renewal due to their system error not reflecting 2 family duplex.  The HUB broker advised to the Insured that he could reduce the rebuild cost to $249,000 and provided the implications to doing that.
  Mar 28 2025- The Insured requested to meet in person and requested to reduce the rebuild cost to $249,000 and wanted to review all details due to any applicable oversights. The HUB broker requested to the Insured that he advise of any other oversights and advised e-mail would be best to have it documented. The HUB broker explained further that the Insured would not be keeping the evaluation at $249,000. The Insured would be choosing to lower the limit to $249,000 instead of going with the evaluation.  The HUB broker asked again if there was anything else incorrect.
  Mar 31 2025 The Insured advised that he wished to speak to the HUB Manager, and that he has selected another brokerage. The Insured advised to the HUB Broker that he would reach out to the BBB and ICM,and had looped in his lawyer. The HUB broker replied asking the Insured if he were wanting to cancel the policies since he found another broker, and explained we would require a signed cancellation agreement. The HUB broker advised to the Insured that if he chooses to keep the policy, we would need clear clarification on the dwelling value. The HUB broker provided the HUB Managers contact information again and asked how he can help and reminded that the policy remains active until a signed cancellation agreement is received.  The HUB broker reminded the Insured that there is a payment on April 1st.  
  Mar 31 2025 The Insured called and spoke with the HUB Manager. The Insured advised his policy had errors dating back to ******************************* HUB and ***********. The Insured advised his frustrations that every year he was told Peace Hills was the best, but didnt receive actual documents reflecting that. The HUB Manager apologized for the inconvenience thus far, and let the Insured know she would do a thorough review of the Insureds file and would get back to him.  The HUB Manager offered to do the review over the phone, however, the Insured agreed to have the HUB Manager reach back out to him. The Insured noted that his main concern was that the premium has increased significantly and that there were policy errors.
  
  Should you require any additional information, please do not hesitate to contact us. 

• Initial Complaint

  Date:22/04/2025

  Type:Delivery 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.

  ***********, ********, ** location (*******************)I needed to comply with a court order to have a vehicle to be transferred into my name. I provided a copy of the Order showing the *** # of the vehicle. An agent and a manager assisted me. Due to insufficient signatures on the Order (my Ex's lawyer hadn't signed it with the court registry 4 months after it was Ordered by the judge). I was supposed to transfer it within 7 days. My lawyer said it was effective the day it was Ordered. I was advised by HUB to have my lawyer write up a letter answering the questions to verify this Order was indeed in effect. This cost me lawyer fees ($125.44). After a few weeks my request was denied. I wrote to the manager. Manager forwarded my complaint to the Vice ********* of Operations Interior. She said go to **** for the money, when it was HUB's error! I'm out $125.44 for HUB's false information. The Vice ********* Operations took no accountability, saying I'm sorry you're frustrated. The customer should not pay for a company's errors, then be told to get the refund elsewhere. Extremely bad business practice.

  Business Response

  Date: 28/04/2025

  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience or frustration you experienced. At ***, we take client feedback seriously and are committed to addressing concerns promptly and professionally.
  
  After reviewing your complaint regarding the circumstances surrounding the transfer of the vehicle into your name, we have determined that additional information is needed to assist us in responding to your request.
  
  To help us resolve this matter, we kindly ask that you provide the necessary information to HUB at your earliest convenience. We have previously left you a voicemail and followed up with an email regarding this request.
  
  We value your business and hope to restore your confidence in our company. If you have any further questions or require additional assistance, please do not hesitate to contact me directly at ************ or ************************************************************************************
  
  Thank you again for giving us the opportunity to make this right.

  ***** **********

  Vice President, Operations

• Initial Complaint

  Date:28/03/2025

  Type:Customer Service 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.

  I called HUB international in ******* on Island highway, And dealt with *****, who was the most unprofessional and rude insurance broker I have ever come across. He seemed to know nothing about the process or what he was selling me. Midway through our phone call. I had a crisis at work and explained I needed to go and call him back and he simply said no. I am not allowed. you can't hang up? Excuse me ? he explained it was illegal for him to send me forms over email for me to DocuSign without me still on the line. I hung up anyway since it was an emergency, And 15 minutes later the DocuSign documents arrived in my email. this was contrary to **** law as he told me, so he violated the law already in his own words. prior to signing and submitting them, he told me That's switching from private insurance to ****. there would be no cancellation or other fees. I was lied to. I paid hundreds of dollars in fees that came out of my account on top of another **** fee that he never told me about. Left several messages with him. he refused to call me back. What I called hub international they lied to me and told me he was on lunch for the whole 4-Hour afternoon that I called. Royal, still to this day has refused to call me back or answer any messages or offer any help. lies and violation of law cost me hundreds of dollars and that is not okay. he needs to be held accountable and I need to be compensated for my losses. this was not my fault I was lied to, And ICBC law was not followed. please inform the business that if this is not rectified between me and them personally that I will continue to escalate this through **** in ******* will be named personally and I will make sure he is held accountable for violating **** law and I will take this as far as I need to go.

  Customer Answer

  Date: 22/11/2024

  I would like $83 refunded that was charged. after promising me there would be no charges. there are reportedly claims that were fraudulently made under my insurance account which caused my rates to go up and I paid higher rates because of this for one month and I would like that refunded approximately $100. I am seeking a total of $183 currently and upon further investigation if there are more charges that were charged illegally to me, I will seek compensation for that but currently $183

  Business Response

  Date: 02/04/2025

  While we regret that your experience did not meet your expectations, we want to address a few key points in your complaint.  We acknowledge that the communication during your interaction could have been clearer, and for that, we sincerely apologize. That said, we must emphasize that at no point was there any fraudulent or illegal activity related to your transaction.  Your concerns were escalated to our Vice President on the afternoon of January 29th, and we responded promptly on the morning of January 30th. During that communication, we provided a detailed breakdown of the premium finance fees, short-rate cancellation charges, and the standard procedures followed. These fees are not imposed by our staff arbitrarily but are industry-standard costs associated with changes to insurance policies.  As a goodwill gestureand not an admission of wrongdoingwe offered to reimburse you $47.84 to cover the short-rate cancellation fee, which we hoped would help resolve your concerns. Knowing that you are still frustrated, we will proceed with issuing you a cheque in the amount previously mentioned of $47.84 and will have that mailed to you.   To reiterate, while we understand and regret that your experience was frustrating, there was no violation of any laws.

• Initial Complaint

  Date:25/09/2024

  Type:Billing 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.

  After reading over this insurance policy at home we noticed that they had added a $600. Referral Fee to the price of the policy. We were not informed of this hidden fee by either Chis Wooldriidge, the HUB International **** or **** ******, ***************** Manager of Castlegar ******.

  Business Response

  Date: 02/10/2024

  I have spoken to ***** and he has provided the following statement: 

  "Here is my speech in regard to the dealer referral fee. 
  When I start the introduction process, I mention the clients pay the same amount at the dealer as they would at the office.
  The 2nd time I mention it is at the time I do the coverage confirmation form and say..
  "As I mentioned earlier, the amounts you are charged here and at the office are the same. However, every time a policy like this is sold,there is an element of our profits the dealership receives. When you look at the replacement policy you will see "referral fee", you are not charged that in that in addition to the premium, we are just obliged to make sure you know that we give some of our profit to the dealership, regardless of you paying no different. This similar to a real estate transaction where everyone knows what everyone makes."  Once that is mutually understood, I then proceed. 
  I repeat this word for word with every client to prevent events just like this from happening. 
  To take an over-the-top, full disclosure approach, I even have the clients initial where the fee is plainly on the declaration. Additionally, I have them both sign the coverage confirmation where the fee is also indicated."

  I, as well as all of ******* colleagues, have witnessed this conversation with clients time and time again and he always discloses the fee paid to the dealers. Just to reiterate what he said above, the clients would be charged the same amount regardless of the fee or not. The fee comes out of the company profits as a referral for the business. 

  In addition, I have provided two documents stating the dealer fee, one the clients signed right under it and the other the clients initialed the dealer fee.

  Should the clients wish to cancel the policy they can contact our office prior to October 10, 2024 (30 days from the effective date) and we would be happy to help them with that. 

  Please let me know if there anything further we can do.

  Thank you, ****** *****, Branch Manager, HUB International 

  Customer Answer

  Date: 17/10/2024

   
  Complaint: 22324165
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *****

  Customer Answer

  Date: 18/10/2024

   

  We were told that HUB insurance would pay a fee to the dealership, we were not told that we would be charged that $600 referral fee.

  Business Response

  Date: 23/10/2024

  Hub International and Optiom give a portion of the premium paid to the dealership as a referral fee.  The premium to the consumer does not change because of this referral fee.  In this instance,the premium of $2891, will be split between Optiom, the dealership ($600) and Hub International.  If the policy had been purchased at a ********** instead of at a dealership, the premium would still have been $2891 and would have gone to Optiom and Hub International.  So essentially,  Hub and Optiom receive less when there is a dealer fee involved.  Consumers do not pay more.  We hope this helps to clear up any confusion on the fee to the dealership.

  Customer Answer

  Date: 24/10/2024

   
  Complaint: 22324165
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *****

  Customer Answer

  Date: 24/10/2024

  When we told the Financial Manager at ******************************* we would be getting insurance he said that he would set up an appointment with their **** with no mention of the $600 referral fee that we would be paying. 
  During the meeting with the *** **** he went into great detail why it was better to get the Optiom full replacement policy over the **** policy.

  He also suggested splitting the payment into three payments making it more difficult to notice the $600 additional fee. 

  He did say that *** had to pay a fee to the dealership but he did not say that we would be charged this additional $600 fee.

  If we had been told about the $600 fee we would not have taken this policy !

  
  

• Initial Complaint

  Date:15/07/2024

  Type:Billing 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 own two houses. Both have home insurance on them using Hub International as the broker.House number 1: Insurance due April 15th. I go into Hub and pay my policy in full April 15th. One month later I receive a registered letter from my insurance company stating non-payment. I receive a phone call from my ***************** who also received the letter. We have now have problems because my mortgage company is told we no longer have home insurance. This is a requirement. I go into the ********** to question this and am told "don't worry about it, you have insurance." Turns out Hub did not send my payment in a timely manner and it looks like I in fact had not paid. I had to contact ***** directly with my receipt proving I paid on time.House number 2: Home insurance due June 14th. I go into the office June 11th to sign the renewal and give banking information, (this home is on a payment plan) requesting payment comes out of the same account as last year and provide this account. July 12th I go into the office they STILL have not sent off my documents. Today is July 15th we are now a whole month again past due and my paperwork has yet to be sent to the insurance company. I contact the insurance company again, on my own, (Beacon, different company) only they inform me I must deal through a brokerage. Two homes two times not following through with their jobs. How is this anyway to do business?Next year come renewal time am I going to have higher rates due to these two instances of 'non payment' committed by the brokerage? How can I rectify this? How am I to know if I have current home insurance?Very very unhappy with the lack of education and follow through on Hub Internationals management.

  Business Response

  Date: 18/07/2024

  Hello,
  
  I have spoken with the client this morning. I apologized for the level of service she received as it is not to our standard. We went through both of her files. I did confirm with her the cancellation for non payment was agent error and it will not affect her premiums or coverage in the future. This cancellation will not show up on a credit report as well.
  
  For the second home The client wanted to make sure her payments are set up as she doesnt want to be cancelled again.  I advised her that I will take care of her payment plan and make sure its put through today and call her with a confirmation. I also gave her my cell phone number so if she has any questions or concerns in the future she can call me directly.
  
  I will leave open activities in both of her files to make sure these payments go through without delay next year.
  
  The client was great to speak with, she said great things about our team, but was worried about their lack of experience.
  
  Thank you,

  *******************************

  Regional Manager, Kootenay Shuswap Region

• Initial Complaint

  Date:15/02/2024

  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.

  I leased a vehicle from **************** in Richmond, **, on Dec. 8, 2023. The last part of the process involved getting the insurance. It was a complicated process and very misleading, as it appears that was I was sold was EXTRA insurance, ON TOP of the normal **** insurance, but this was poorly articulated to me. I have leased many vehicles over the years and this was never part of the process. I have tried to cancel the package but have been unsuccessful. During my discussions with agents at HUB, I was advised that I would be charged 75% for the policy, and only receive 25% of the paid amount ($2,140), equalling $535. Normally something like this would be pro-rated to account for the elapsed time used. That would be approximately 2 months, on a 60 month term, for about 3.3%, not 75%. Also, this appears to be for "Replacement" insurance, but why would that be pushed on customers for a leased vehicle? My sense is that this was a strong armed tactic and completely unnecessary. Lastly, during the process I had advised the sales agent that I just come from 3 surgeries for cancer and just wanted to the process to be straightforward and simple so I could go home. Clearly this was not the case. Everyone at ********* was very pleasant and honest, but this last part of the process was out of line.So, I'm now stuck and don't know what to do. Thank you for looking into this for me.

  Business Response

  Date: 15/02/2024

  Hello ****,

  We have received your complaint and want to let you know that we have begun to investigate the circumstances and will reply back in the next few business days. 

  Thank you for your patience.

  Bridie

  Associate **** ********** ******* and Standards

  Business Response

  Date: 29/02/2024

  Hello **************,

  Thank you for your patience.  I have confirmation from the Insurance Company that the policy has been cancelled back to the inception date with no penalty applied.  At the date of cancellation 3 monthly payments had been withdrawn for the replacement cost policy totaling $2,140.00.  This amount was refunded to your credit card on February 17th and an email from the Insurance Company was sent to you on that date confirming the refund.  

  We trust that this satisfies your request however please feel free to contact me if you have any further questions or concerns. 

  Kind regards,

  Bridie

  ************

  *****************************************

  Customer Answer

  Date: 29/02/2024

  
  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:01/06/2023

  Type:Customer Service 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.

  I sent 3 emails to one of the representatives and I requested a quote for my car insurance twice through your website and nobody contacted me back. I had difficulties getting a hold of anybody re commercial policy as well.

  Business Response

  Date: 06/06/2023

  Hello ********,

  We want to acknowledge receipt of your complaint and assure you that we are investigating and will reply shortly. 

  Thank you,

  Bridie