Complaints

This profile includes complaints for Square One Insurance Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Square One Insurance Services

  1410 650 W Georgia St Vancouver, BC V6B 4N8

  
• 

  Square One Insurance Services

  1 Dundas St Toronto, ON M5G 1Z3

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:19/06/2025

  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 filed a claim with Square one on January 23rd after I was rear ended. Since then I have received very little contact from them, despite me calling and emailing to multiple people looking for a resolution. At this point my car has been in the shop accumulating monthly fees and they refuse to even get back to me or let me take my car back.

  

  Business Response

  Date: 19/06/2025

  Hi, *** ***.

  I'm so sorry to learn about your auto insurance claim experience. Square One acts as an agent for the underwriter, Zurich ******. I have personally escalated your matter to Zurich's claims management team. A member of that team will contact you today or tomorrow. For your benefit, here is the contact information for one of the managers:

  ***** ***, Manager Personal Lines Auto
  ************************************
  ************

  Please contact ***** or me ********************************************** if you do not hear from ****** by the end of business on June 20.

  Thank you,

  ****** ********, President + CEO

  Customer Answer

  Date: 29/06/2025

   
  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:04/06/2025

  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.

  May 14 2025 My washing machine flooded the basement when it somehow got stuck on the rinse cycle for some reason,damaging alot of my personal property. Ive tried reaching out to the insurance company and Im not getting any answers, its been almost a month and my basement smells like mould and its causing nasal issues and coughing and sneezing. I would just like the job finished and the issues resolvednobody has provided answers or solutions to this point

  

  Business Response

  Date: 04/06/2025

  Hi, Yida. I'm sorry to learn that you are disappointed with the claims service you have received. I have reviewed your claim and understand that you spoke with your adjuster this morning, and that they explained all the coverages available under your policy and the next steps to be taken. If there is anything else I can do to address your concerns, please feel free to contact me at ****************************. Sincerely, ***** *********, Claims Manager

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23414464
  
  I am rejecting this response because:

  It has been three weeks since the flood in the basement and still all the wet damaged items were still not picked up till two days ago. This is not acceptable.

  my basement has mold and no dehumidifier were installed. The Adjuster didnt answer for the past 3 weeks .

  came to y house took two photos and that was it.

  he then called me at work two days ago and was saying that I had to prove that I live at y house. 3 weeks and now hes worried about this!

  I contacted my landlord and she immediately emailed him.

  he said on the phone this week that when he came y boyfriend told him that I didnt live here. Thats slander and those facts made arent true.

  I pay the home insurance and have lived here for the past 18 years.

  ******* told the contractors that the floor and dry wall wasnt covered.

   

  i feel that all this should of been dealt in a professional matter.

   

  i called ******* many times and left messages for him to call back and didnt hear from him, also CC him on the emails that went out to **** the contractor regarding who was going to pick up all the wet items that were getting mold and still no one got back to me.

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

  

  Business Response

  Date: 09/06/2025

  Hi, Yida. We're sorry for any confusion pertaining to the walls and flooring portion of your claim.  As you are aware, ******* has confirmed that you installed flooring and walls in the basement with your landlords authorization. ****** Restoration has been informed that your policy covers damage to tenant improvements under your personal property coverage (subject to the limits and conditions of your policy). ******* informed you of this last week. However, he will need to reattend your home and view the damage.He contacted you last week concerning this and has not heard back from you to schedule a time. This does not delay the restoration work, and I understand ****** Restoration have reached out to you to schedule that.
  
  Regarding the Contents, the restoration company attended on May 21st and listed the contents that were deemed non-restorable. The wet contents have been disposed of. You have been provided a Schedule of Loss to fill out so that we may settle the contents portion of your claim.
  
  I know that this is a stressful event, and we apologize for any delays, but the process does need to be followed. Your landlord has answered the questions regarding the flooring and drywall, but there was some ambiguity in the actual cause of the loss in your landlords email, which also needed to be cleared up. That has now been done.
  
  Please rest assured that your claim is progressing as it should. Once you have filled out the schedule of loss, please forward it to *******. He will process the contents portion of the claim directly.
  
  If there is anything else I can do to address your concerns in the meantime, please feel free to contact me at ****************************. Sincerely, ***** *********, Claims Manager

• Initial Complaint

  Date:15/04/2025

  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.

  I am submitting this complaint regarding Square One Insurance and their legal protection policy, specifically the exclusion of tenant-initiated Residential Tenancy Branch (RTB) dispute coverage under Policy #********** a tenant, I proactively sought out renters insuranceeven though it was not mandatorybecause I believed it would offer meaningful protection in the event of a serious tenancy issue. I was shocked to learn that while the policy includes legal protection for landlords to pursue tenants, it offers **no equivalent protection for tenants** needing to dispute a bad-faith eviction or other harmful landlord conduct.Square One has acknowledged this imbalance and stated the coverage was created in response to landlord demand. They also indicated that tenant coverage would be costly due to the potential number of claims. However, theyve also admitted they could explore this option with ARAG, which suggests it **is** feasible, just not ************** my specific case, I was denied access to legal support during a legitimate and time-sensitive dispute despite having submitted substantial evidence of bad-faith actions by my landlord. If Square Ones concern is excessive or unwarranted claims, they could simply review matters case-by-caseas they had me do by submitting all my documents. That would allow legitimate tenant cases to proceed without abusing the system.I believe this practice is discriminatory and misrepresents the true protective value of the coverage to tenants. It creates a clear double standard that favors landlords and leaves renters, like myself, exposed.I respectfully ask the BBB to investigate this matter and request that Square One:1. Clarify and rectify the imbalance in coverage.2. Commit to a timeline for reviewing the addition of tenant-focused protections.3. Acknowledge the harm caused by offering unequal legal coverage under the same policy framework.Thank youSincerely, ****** **********

  

  Business Response

  Date: 16/04/2025

  Hi, ****. Thank you for taking the time to share your feedback. I'm sorry to learn that you're unhappy. However, as per your conversation with ARAG, the claim isn't covered. Reasons were provided during your discussions with ****. Additionally, Square One and **** recently completed a review and revision of our legal protection coverage offerings to better align with our clients' needs. As part of this transition, Residential Tenancy Disputes coverage was retired. This change was communicated within your annual policy renewal documents. Landlord legal protection is a separate product, which can be added to landlord policies. While your policy entitles you to use the legal helpline to discuss tenancy issues, Residential Tenancy Disputes coverage is no longer offered for other policy types. Once again,thank you for your feedback, which we will consider for future product updates.However, there are no plans to revise our legal protection offerings at this time. If there is anything else I can do to address your concerns, please feel free to contact me at ****************************. Sincerely, **** ******,Product + Underwriting Manager

  Customer Answer

  Date: 17/04/2025

   
  Complaint: 23204507
  
  I am rejecting this response  I remain dissatisfied with their response, as it fails to address the core concern of my complaint.
  I purchased this policy in good faith, believing it offered legal protection relevant to my situation as a tenant including support for Residential Tenancy Disputes. At no point during the purchase process was it clearly stated that this type of dispute would not be covered for tenants. The policy was marketed as offering legal protection, and I selected it based on that understanding. The only time I was made aware of this significant exclusion was after I attempted to use the coverage and was denied by *****
  The response now provided states that Landlord legal protection is a separate product, which can be added to landlord policies. However, throughout my communications with both Square One and ARAG, I was never told that a similar form of tenancy legal protection was available even if only to landlords. This reinforces my concern: the policy is designed and sold in a way that heavily favors landlords while misleading tenants into believing they are purchasing similar protection. It is deeply troubling that renters can purchase a policy labeled legal protection without being informed that it excludes the very tenancy disputes they are most likely to encounter.
  I also take issue with the claim that changes were communicated within your annual policy renewal documents. Burying critical changes in lengthy renewal paperwork is not a sufficient or fair method of disclosure especially when the excluded coverage type goes to the heart of why many tenants purchase legal protection in the first place.
  While I understand Square Ones desire to close this matter, I believe the way this product is structured and marketed remains misleading and imbalanced. At minimum, Square One should be required to clearly indicate at the point of sale that Residential Tenancy Disputes are not covered for tenant policies and that this protection is only available to landlords.
  I request that this complaint remain on file with the BBB to help protect other renters from similar confusion or misrepresentation.
  Sincerely,
  **** ********
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:07/04/2025

  Type:Service or Repair 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 16th July 2024 we had a sewer backup of Cat 3 dirty water due to heavy rains. After several months of negotiations, Square One my insurance *** agreed on loss of contents. They initially said $1000 deductible applied, later changed it to $10,000, after much negotiation management reverted to $1000. Two bedrooms, kitchen, hallway got flooded. Initially Square One did not agree that the flood of the 16th caused the damage. Today after 8 months they agree that the flood water damaged the basement with Cat 3 water. All 6 construction companies that inspected and quoted require that everything that comes in contact with CAT3 water be removed and replaced. Square One is not in agreement with replacing the kitchen cabinets. They agree to replace some drywall, 5 entry doors and frames, 2 bifold doors, the book case and the kickplate and side ***** of the kitchen cabinet for an amount of $12,777. The lower kitchen cabinets are sitting in a 3/4" dip below the tiled floor hence the water got absorbed into the sides back and top of the cabinets. All 6 renowned renovators have insisted that the lower kitchen cabinets have to go. They will not be able to match the upper with the lower so all the kitchen cabinets will need to be replaced including the quartz counter which is 4 yrs old as it will break in the process. Existing cabinets are full Oak with quartz counter. As per all contractors the cost for everything that got damaged ranges from $76,000 to $120,000. Square one is willing to compensate me $12,777 which is nothing short of an insult. Considering this is Cat 3 water which is harmful for health I have done mitigation and discarded all items that came in contact with the water, including a treadmill, mattresses, box springs etc, for which I did not make any claim. However i feel justified in asking for the kitchen cabinets to be replaced as it is mandatory to health and hygiene. Several homes on the street flooded and all claims have been settled from $65000 to $150000

  

  Business Response

  Date: 07/04/2025

  Dear, *****. I'm sorry to hear that you're unhappy with your claim. As we discussed, I apologize for the error regarding your deductible and, as mentioned, we will honor the $1,000 deductible. Again, as we discussed, we established the scope of work and estimated repair cost that your policy will cover. We presented you with several options as to the next steps and are waiting for your (or your representative's) response. For our mutual protection, we are unable to negotiate claim settlements through the Better Business Bureau. If there is anything further I can do to address your concerns at this time, please feel free to contact me at ****************************.Sincerely, ***** *********, Claims Manager

  Customer Answer

  Date: 08/04/2025

   
  Complaint: 23163645
  
  I am rejecting this response because: Square One has failed to live up to their standards of 100% Customer Satisfaction. All six home renovation contractors quoted amounts from $85,000 to $110,000  making it clear that all the contaminated material needs to be removed and replace with new materials. They all were in agreement, and so is Square One that all matrials that came in contact with Cat3 dirty sewer water needs to be removed and replaced with new materials. My daughter with her then infant lived in the basement, they had to immediately find alternative accommodations and move out. Eight months later the basement is in the same condition with not even the mandatory 2' of drywall removed. Two bedrooms, kitchen and hallway got flooded. By code, the drywall of eight walls needed to be removed up-to two feet, however Square One's contractors only removed two feet of two walls and all other six walls only about eight to ten inches were removed. Any home owner or renovator will tell you that all material that comes in contact with Cat3 sewer water needs to be removed and replaced with new material, and that a 1400 sq ft. basement will take close to $100,000 to renovate. That is why the $17,247 that Square One is offering does not do justice and is not in line with the quotes of any of the six renovators.Square One has agreed that this was the result of a sewer back up and Cat3 water flooding the basement. They have paid for some of the contents that were damaged, however their offer of $17,247 to remove and replace a 1400 sq ft of basement is ridiculous in todays market. It feels like a slap in the face for a good customer who has all her three properties and cars insured by Square One. I would request the BBB to give customers like myself a voice so that customers who diligently pay their home ********************** premiums are not taken for a ride.
  
  Sincerely,
  
  ***** *****
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 23/04/2025

  Hello. We can't negotiate a claim settlement through the Better Business Bureau's complaint process. I have, however, shared the submitted information with ***** *********, Square One's Claims Manager. ***** will review and respond directly to the customer. ***** will also advise the customer of her rights under the policy if she's not satisfied with the settlement offer. Thanks, ****** ********, President + CEO.

• Initial Complaint

  Date:10/02/2025

  Type:Service or Repair 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.

  Square one unfairly canceled my house insurance stating my home is high risk. My home is not high risk. I made 2 claims in 2022 and 2024 for flood damaged caused by toilets. The first was a recall issue but I was never informed that the toilet inlet pipe was recalled. The pipe was changed after the incident and is no longer a risk. The second was due to a faulty refill valve. This toilet has since been removed and is no longer a risk. Had my insurance company told me my insurance would be canceled after 2 claims I wouldn't have claimed. My house is not high risk and canceling insurance stating it is high risk isn't acceptable.

  

  Business Response

  Date: 10/02/2025

  Hi, ********. I'm sorry to learn that you're unhappy with your experience. We won't necessarily cancel a policy based on the number of claims made against it. However, as we have explained, homes that have experienced repeated losses from the same issue may fall outside our underwriting guidelines. Accordingly, we made the decision to cancel your policy on behalf of the underwriter by providing notice via registered letter, which the statutory conditions permit us to do. I understand you've already spoken with someone regarding alternative coverage options, but if there is anything further I can do to address your concerns, please feel free to contact me at ****************************. Regards, *** ******, Vice President, Sales

  Customer Answer

  Date: 11/02/2025

   
  Complaint: 22918714
  
  I am rejecting this response because: I contacted square one and got nowhere. They refused to reinstate my insurance even after explaining the situation. 
  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 11/02/2025

  Hello, Ms. ****** I'm sorry that you're disappointed. Unfortunately, based on our underwriting guidelines, we cannot reinstate your policy. It was cancelled in accordance with the Statutory Conditions in the Insurance Act. Your only option at this point is to seek insurance elsewhere. Regretfully, ****** ********, President + CEO.

• Initial Complaint

  Date:28/11/2024

  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.

  We recently purchased a home insurance from square one insurance with $974. One day after, their agent informed us that the premium was increased at least $300 more due to a underfround basement in our house. First of all, all house built in ******* all have underground basement and it is not a new thing for many years and it is not a legit reason to increase the price like that. secondly, we have clearly stated that we had a unfinished basement during the initial screening process. Based on these facts, we requested a cacellation, but square one deducted $54 for a early cancellation from the money refunded to us with the fact our policy is not even started and not to mention it is squareone's fault of not providing the correct and clear price at the first place. We are here to request a refund of our $54.

  

  Business Response

  Date: 29/11/2024

  Hi, ***** I'm sorry to learn that you were disappointed with your experience. Our application clearly asked whether a home has a basement and it also explains the $50 minimum retained premium. That said, as a sign of goodwill, we have made an exception for you. I understand that *** *******-***** contacted you to advise that we have processed a refund. I trust this matter is now resolved. Thank you, ****** ********, President + CEO.

• Initial Complaint

  Date:05/11/2024

  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.

  In September, I started contacting insurance companies, getting quotes on my house insurance. My current policy expired on Nov. 11 and I was trying to save money. Their quote seemed good and I must have supplied them with my credit card. I do not remember giving them this info. However, I believe they did a credit search, which may have released this info to them. After contacting them and telling them verbally that I wanted to sign a policy, effective Nov. 11, they informed me that I would get three emails in the next few days. To make sure that I read them and contacted them if I had any questions. After reading them, I realized that my coverage wasn't enough and contacted them to make the changes. They informed me that I needed to get some appraisals done *(which I would have to pay for), and I said I would take care of that in order to increase the coverage. After a few days, I changed my mind and contacted them to ask them to cancel the pending policy. They said they would and I thought we were done. When my next credit card statement arrived, I noticed a charge from Square One. I contacted them and asked for a refund. I was told that they would be only giving me back part of the money as the rest was a non-refundable admin fee (for a policy that never really was completed or agreed upon). This is totally theft! I never signed anything. I was never told my credit card would be charged ahead of the start date of Nov. 11. I was never told there was an admin fee that was non-refundable. And I probably was never getting any money back, except that I discovered it on my statement. Many emails later, the same response. We plan on keeping my money! How this company has existed this long is unbelievable to me. They are carrying on illegal practices of stealing money. I will never trust them with my insurance in the future. I should have read the online reviews first.

  

  Business Response

  Date: 05/11/2024

  Hi, ******. I'm sorry to hear that you're unhappy. We have no way of obtaining your credit card information aside from your providing it to us. However, we do complete a soft credit check, which is agreed to as part of the standard application. Once a policy has been purchased, the first $50 of premiums are non-refundable, which is known as the Minimum Retained Premium and is part of the terms and conditions of the policy that are agreed to prior to purchase. It is not an additional fee. We only require appraisals when specific items of specialty property are worth more than a certain amount. If you wish to insure these items for higher than that amount, you would have to provide said appraisals. Having reviewed your file, you were advised on all these points by an agent. That having been said, we are willing to waive the $50 MRP in this instance. If there's anything else I can do, please feel free to contact me at ****************************. Regards, *** ******, Vice President, Sales

• Initial Complaint

  Date:16/10/2024

  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.

  This is regarding auto policy PA103982269 that I have had with Square One insurance since Jan 27. In mid September , my daughter , who I have visitation rights with, got her drivers licence . I was looking to add her to my insurance. After a phone call on 27th, I was told with her being insured under his step fathers policy all I would need to provide is a letter of experience., and no change to policy and premium. When I was finally able to provide that they told me I needed to pay an additional 1200 a year to add her. I told them I wont be paying that, and to disregard and she would be covered under her stepfathers. About 30 emails/phone calls from square one representives,(including one to my 16 year old daughters email) I was told I needed to add her to my policy or face cancellations based on their underwriting. I have tried to explain to them ad nauseam she is legally not a resident of my household and she would not have usage of my car. This mere inquiry has created a 3 week nightmare, and now there is no going around them auto cancelling my policy as of tomorrow. I have never heard of an insurance company acting this way. The amount of calls and emails over that time, from a new person each time, at work, after work . On weekends . On holidayswas much akin to a collections company seeking debt payment. I now fear when they auto cancel as they have mentioned, that not only am I scrambling to find new insurance last minute, I am also concerned I will not get a full refund of whats left on my insurance plan. I am seeking assistance , as I firmly believe this company is not acting in good faith .

  

  Business Response

  Date: 16/10/2024

  Hi, Chris. I'm sorry to
  hear that you're unhappy with your experience. I acknowledge that we could have
  done better in communicating with you, and I apologize for the inconvenience.
  However, it is required by our underwriter that disclosed occasional drivers
  are listed on the policy, which may result in rate changes. Again, I apologize
  if we did not make this process clear. Accordingly, if you wish to cancel your
  policy, you will receive a prorated refund of all unearned premiums. If there's
  anything else I can do to address your concerns, please feel free to contact me
  at 1.855.331.6933 extension 106. Regards, Jas Sandhu, Vice President, Sales

  Customer Answer

  Date: 16/10/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22427275, and find that this resolution is satisfactory to me. 
  
  
  
  Sincerely,
  
  
  
  Chris Anderson

• Initial Complaint

  Date:08/05/2024

  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.

  1. enrolled in the tenannts insurance 2. During payment, I clicked the button for payment but it said it failed to process payment 3. I clicked button again, this time it successfully processed payment and I received confirmation of insurance.4. I saw that I had two pending transactions on my credit card for payment of 3 months premium $57.63.5. I contacted their chat agent, and they told me they can only see they charged once. I decided to wait until the transaction was posted to see if the issue resolves itself.6. After I noticed the two transactions were posted, I contacted their support line. They kept telling me they only see one charge, so I contacted my bank for confirmation.7. My bank told me that they did charge me twice, and I should continue to try resolve this with Square One.8. after some more tries to contact where they kept telling me they only charged once, I sent an email with photo proof from my bank side that I got charged twice.9. They kept confirming that it got charged once, and to wait 7-10 business days for my account to be adjusted. See email.10. after calling ***************************, they did confirm they had issues in their system, and they did initially double charge but they fixed this to show only one charge.11. I doubted their resolution because I confirmed with my bank that the two transactions went through, but all of their support agents were adamant they only charged once and refuse to escalate.Policy #******* Give me back the second charge of $57.63 taken from my credit card as it is an unauthorized transaction caused by errors from your system.

  

  Business Response

  Date: 08/05/2024

  Hi, **** I'm sorry to hear about your frustrating experience. As explained previously via email, we've issued a refund for the duplicate charge, and we apologize for the error. If there's anything else we can do, please feel free to contact me directly at **************************************************** or ****************************. Regards, ***********************, Director,Operations 

  Customer Answer

  Date: 09/05/2024

   
  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:30/04/2024

  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.

  They Issued me a 30 day Car Insurance policy and charged me 2 months premium ahead pending checking Insurance my experience. They asked me to bring insurance experience from previous Insurance provider and I provided with clean record. Now after using their Insurance for couple of weeks, they Increased my Insurance premium by over 1000 dollars a year without consulting me. When I asked them to cancel because they didn't consult me they said they will charge me cancellation fee of 270 dollars. Now they held me hostage, they charge me 2 month premium upfront by issuing one month policy, then they went on and check my history after receiving my money. This is a complete scam for me. They could have checked my history well before issuing the 30 day policy and they could have given me a one year premium quotation as requested. I could have then decided whether to buy it or not. Now they have my 712 Dollars which they charged me upfront and they want to charge me for the days I used the Insurance with their new rate plus cancellation fee of 270 Dollars. This is ridiculous, someone should step in and stop this kind of systematic money syphoning.

  

  Business Response

  Date: 30/04/2024

  Hi, ****** I'm sorry to hear that you're unhappy with your experience. You indicated you wished for your coverage to begin immediately, and we are often able to issue policies right away. However, we do still review official records afterwards. Assuming this review matches the information provided in the application, there will not be any changes to the policy or premium. If the information in the application is not correct, we do have to make adjustments, which can increase the price.This, as well as the payment and cancellation terms, are all part of the terms and conditions agreed to at the time of purchase. Having reviewed your file, I can confirm that the correct process was followed. If there's anything further I can do to address your concern, please feel free to contact me directly at ****************************. Regards, *************************, *********** Manager

  Customer Answer

  Date: 30/04/2024

   
  Complaint: 21640656
  
  I am rejecting this response because:

  When I purchased the policy, I wasn't told that the rate will increase automatically without my knowledge. 

  You can hear the recorded conversation that we had with your sales person, he only said the rate might change but he didn't mention that it can change automatically without my knowledge. 

  Had he told me that you can increase without my consent, I wouldn't buy the Initial Insurance in the first place. This is logically true. 

  What if you increase by 1000 per month? How would I give you a consent to increase my premium without my will? 

  Now you are charging me contract agreement cancellation fee which I didn't agree in the first place. 

  You can charge me premium for the days I used your Insurance, but you can't charge me for an agreement cancelation fee which I didn't agree in the first place. 

  
  Sincerely,
  
  Nahom *************************

  

  Business Response

  Date: 30/04/2024

  Hi, ****** Auto insurance in the province of ******* is heavily regulated. We are required to strictly adhere to the laws and regulations; there's no room for interpretation or exception. We have clear terms and conditions to receive a quote and to purchase a policy. You accepted and agreed to these terms and conditions, one of which clearly indicates that we will retrieve and review claims and driving histories for each person listed on the policy. It also states that we will amend policies if there are any differences between what you disclosed and what the histories indicate. So, I'm sorry that your disappointed with the experience, but there is nothing more we can. *****************************, President * CEO.

  Customer Answer

  Date: 01/05/2024

   
  Complaint: 21640656
  
  Thank you for your response. Yes I understand it is heavily regulated. I am not asking for my premium to be reduced. 

  All I am asking is charge me for the days I used the Insurance with your new rate and waive the cancellation fee. 

  I am being told that I will be charged 270 dollars cancellation fee on top of my premium.  

  I just used the premium for a couple of weeks, so it doesn't feel fair to charge me 270 cancellation fee.

  It is a lot to me so kindly consider my concerns and resolve my issue. Thank you for your time. 

  
  Sincerely,
  
  Nahom *************************

  

  Business Response

  Date: 08/05/2024

  Hi, Nahom.When an insured requests cancellation of their policy, the refund is calculated on a short-rate basis (meaning a penalty is included) as per the policy's terms. Unfortunately, we are not permitted to offer any exceptions to these terms, unless we made an error. I understand your frustration, but we can't waive the cancellation fee. If there's anything else I can do, please feel free to contact me at ****************************. Regards, *******************, Vice ********** *****