Complaints

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

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  LGM Financial Services Inc

  654 999 Canada Pl Vancouver, BC V6C 3E1

  
• 

  LGM Financial Services Inc

  142 757 W Hastings St Vancouver, BC V6C 1A1

  
• 

  LGM Financial Services Inc

  300 - 2010 Winston Park Dr Oakville, ON L6H 5R7

  

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:06/06/2025

  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.

  On August 1, 2024, I purchased a SecureDrive extended warranty contract from LGM Financial Services via *************. The contract defines a "Pro Rata Refund" clause in Schedule F that allows cancellation and partial refund of the unused term, minus a $100 admin ****** May and June 2025, I emailed LGM to cancel under this clause. I made no claims and accepted the admin fee. However, they denied the request, citing only a 30-day limit from another section (Section 8) and refused to acknowledge the refund definition elsewhere in the same contract.I believe this is misleading and violates my contract. Im seeking a prorated refund based on the unused term.I request that **** investigate this matter and ensure that LGM honors the full refund provisions defined in their own agreement, especially the Pro Rata Refund clause in Schedule F, and processes my refund of approximately $2,047.

  

  Business Response

  Date: 13/06/2025

  Hi ***** *****,

  
  Thank you for taking the time to share your feedback with us.

  
  Our Customer Experience team has carefully reviewed your concerns and has been in communication with you to address your questions. The applicable terms and conditions have been reviewed, and we have provided a response accordingly.

  
  We encourage you to refer to the previous correspondence and policy contract provided for further clarity.

  
  Sincerely,
  ***** ******
  Customer Success Team Lead

  
  

  Customer Answer

  Date: 14/06/2025

   
  Complaint: 23432051

  Thank you for the update. I have reviewed the response from LGM Financial Services, and I am not satisfied.
  

  My complaint was not about misunderstanding the 30-day cancellation rule in the contract, but rather about misleading communication regarding prorated refunds. The phrase prorated refund was used in their correspondence, yet I was later told that no refund would be issued after 30 days, regardless of the time left on the policy.
  This contradiction was never addressed in their response. Simply repeating please refer to the contract is insufficient and avoids the real issue.
  I respectfully ask that the business provide a clear explanation of why the term prorated refund was used if no prorated refund was ever possible or alternatively, offer a partial refund or acknowledgment of the poor communication.
  I would appreciate BBBs continued assistance in helping resolve this matter fairly.

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

  

  Business Response

  Date: 27/06/2025

  Hi ***** *****,
  
  Thank you for taking the time to share your feedback with us.
  
  Our Customer Experience team has carefully reviewed your concerns and has been in communication with you to address your questions

  Kind Regards

  Cat ****

  Senior Technical Advisor

  Customer Answer

  Date: 27/06/2025

  Thank you for the message.
  I do not consider this response satisfactory, as it does not address the specific issues I raised.
  The business has not explained why they are refusing the prorated refund explicitly outlined in Schedule F of the signed agreement, nor have they provided a clear resolution.
  This matter remains unresolved.
  I request that BBB keep the complaint open.

  

  Business Response

  Date: 07/07/2025

  Hi Yifan,

  
  The Customer Success team has confirmed theyve been in touch with you and that a resolution has been reached.

  
  Thank you for bringing your concerns to our attention and giving us the opportunity to address them.

  
  Kind regards,
  Cat ****
  Senior Technical Advisor

  Customer Answer

  Date: 08/07/2025

  Thank you. I confirm that I have received the refund and am satisfied with the resolution.
  I appreciate BBBs assistance in resolving this matter.
  Best regards,
  ***** *****

• Initial Complaint

  Date:02/06/2025

  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.

  ****** care Warranty approved but company is not agreeing to pay the total cost of repairs, even with repair shop (within a manufacturers dealership) and private adjuster hired by the warranty company confirming that the current market value in **************** supercedes the blue book value. This has been an ongoing battle with this warranty company since March 1st and the company has taken weeks at a time to make requests, and to review and respond, only JUST reached an approval today roughly 3m after initial application, and are now saying they will only cover partial (just over half) of the total repair costs, leaving me with the only options of paying a 30k vehicle loan on an undriveable vehicle, or to pay between 10 and 20 thousand dollars or more out of my own pocket for the investigations, the rental vehicle, and the remainder of the repairs - which I am without means to pay. In BC the market value is MUCH higher than the blue book value that even **** will account for, and the amount this company is willing to pay towards repairs is unreasonably low for the circumstances. The investigations have proven that there is no fault of mine, and the warranty company has confirmed that the coverage is approved and repairs are approved, it is just the total dollar amount of the approval that I'd like to appeal/adjust to be more realistic, and for the warranty to cover the total of the costs incurred, not just the most depreciated average value of the make/model.Also this make/model of vehicle has NO options for used/cheaper options for repairs due to it having rare or hard to find or backordered parts, this does not seem to be considered or reflected by the warranty company that is only willing to pay based on the blue book value. Please feel free to request any information that might help give additional insight on or resolve this matter, I have so far only uploaded the policy and added the policy number to the file to get things started.

  

  Business Response

  Date: 04/06/2025

  Dear Ms ********************* you for reaching out to us regarding your concerns surrounding claim limitations.
  Our Customer Experience team lead has been advised and has attempted to reach you without success. We will attempt to connect with you again, should you wish to return our communication our business hours are 7.30am EST to 7.30pm EST Monday to Friday.
  
  We apologize for any inconvenience this situation has caused you and appreciate your understanding as we navigate through this process

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

  Senior Technical Advisor

• Initial Complaint

  Date:03/04/2025

  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.

  I purchased a Land Rover Vehicle Protection Plan (Policy #*******) through LGM Financial Services. My policy was wrongfully canceled on January 21, 2024, due to a failed payment attempt. The missed payment was caused by my credit card expiring, though the card number remained the same. *** did not provide me with adequate notice or an opportunity to rectify the issue before terminating my policy.When I discovered the cancellation through my dealership, I immediately contacted *** on December 30, 2024, to update my payment information and request reinstatement, including covering any missed payments. *** refused my request. Their cancellation process lacked reasonable notice, as industry best practices typically include multiple forms of communication (e.g., phone or mail) to ensure customers can resolve payment issues before coverage is terminated.*** claims they sent a Notice of Intent to Cancel via email, but I never received it. I requested proof of delivery, and they only provided a screenshot of their outbox, which does not confirm successful delivery. As a result, I was unaware of the cancellation and denied the chance to remedy the issue.Steps Taken to Resolve the Issue:December 30, 2024 Contacted *** to request reinstatement after learning about the cancellation. Request denied.Submitted a formal complaint to ************************** They upheld the denial.Filed complaints with Consumer Protection Ontario and ***** ************* stated they could not assist in this matter.

  

  Business Response

  Date: 03/04/2025

  Dear **** *******,
  

  Thank you for reaching out to us regarding your concerns regarding contract *******.
  We understand the frustration you must be feeling, and commit to get back to you within 5 business day. Our Customer Experience team has been advised and will be in touch.
  
  We apologize for any inconvenience this situation has caused you and appreciate your understanding as we navigate through this process.

  ***** R
  Compliance & Market Conduct Specialist  

• Initial Complaint

  Date:04/02/2025

  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.

  I had to put over $3000.00 in repairs under warranty on my VW Atlas despite its younger age and had to choose between paying my property taxes or driving to work. I still have not received the cheque despite them sending it twice. My property taxes are in arrears now and are still gathering interest. *** has not responded to my emails and now I am requesting that they covers my interest owing in the form of damages or pay-out the full cost of repairs or settle my property taxes account.

  

  Business Response

  Date: 06/02/2025

  Dear Mrs. ********************* you for reaching out to us and sharing your concern. We understand your frustration. We understand that a member of our Customer Experience team has already been in touch and we can confirm that this important matter has been prioritized.
  
  We apologize for any inconvenience this situation has caused you and appreciate your understanding as we navigate through this process.
  
  ******* Meradou
  Director, Compliance and Market Conduct, LGM Financial Services 

• Initial Complaint

  Date:02/12/2024

  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.

  I purchased an extended car warranty from LGM Financial Services. I subsequently submitted a claim which was approved on October 9th, 2024 in the amount of $5973.00. I was given a timeframe of 3-5 weeks to recieve a cheque in the full amount. Given this time-frame, I should have received the cheque between October 30th and November 13th. I did not received a cheque before November 13th. I called them and they said the cheque should be here anyday. This was before the CanadaPost strike. The CanadaPost strike started on November 15th. I emailed them several times asking them to do a direct deposit into my account. No response. I called them around November 20th to see if they'd received any of my emails. They had, but they just didn't respond. They said that the full amount would be deposited into my **** account on November 29th, 2024. Full amount was not deposited into my account on November 29th, 2024.

  

  Business Response

  Date: 02/12/2024

  Dear Mr. ********************* you for reaching out to us regarding the delay in receiving your claim settlement. We understand the frustration you must be feeling, and commit to get back to you this week with an update on your payment. Our Customer Experience team has been advised and will be in touch.
  
  We apologize for any inconvenience this situation has caused you and appreciate your understanding as we navigate through this process.
  

  ******* Meradou
  Director, Compliance and Market Conduct, LGM Financial Services 

• Initial Complaint

  Date:24/04/2024

  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.

  The company sold me a warranty with **** *** said that it was a peace of mind warranty. Peace of mind for the term of my car. Had a safety issue that apparently was not covered although the pamphlet and schedule a terms showcased it did indeed cover my issue inside my steering wheel. I was told I was wrong and that it wasnt. I have the evidence that supports it is. 3600 policy offering me no help and coverage. **** ** ****** ********* ****** *** ******* ******* *** * *** *** *** ****** *** ****** **** ****** ***** ** ******** 

  

  Business Response

  Date: 26/04/2024

  Dear ****************,
  Thank you for reaching out to us regarding your concerns with the warranty policy you purchased. We understand the frustration you must be feeling, especially when faced with an unexpected issue that you believed would be covered by the warranty.
  As the administrator of the policy, we strive to ensure that all terms and conditions are upheld in accordance with the agreement between you and the warranty provider.
  However, it's important to note that as administrators, we are bound by the terms and conditions outlined in the policy contract. While we empathize with your situation, we are unable to intervene in matters concerning the selling process or engage in discussions regarding the point of sale.
  
  We apologize for any inconvenience this situation has caused you and appreciate your understanding as we navigate through this process.

  ***************************;

  Vice President ******** Experience, ********************** 

• Initial Complaint

  Date:20/02/2024

  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.

  The business claims to have and cover repairs to a vehicle and hasn't held up their end of the contract.

  

  Business Response

  Date: 26/02/2024

  Hello ******, 

  I appreciate your feedback. We have communicated with the dealership to verify that they are fulfilling all requirements of the claims process. Additionally, one of my colleagues spoke with you today to clarify the information necessary for us to thoroughly review the claims and reach a proper decision. I trust you found the explanation provided by my colleague satisfactory.  

  Best regards, 

  **********************************;

  Vice ********** ******** Experience - **********************. 

   

• Initial Complaint

  Date:31/01/2024

  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.

  Account # ******* I had car loan with ***, which was totally paid, but your company keeps withdrawing payments on my account as showed in the attached screenshot.Please make sure you refund the amount taken

  

  Business Response

  Date: 02/02/2024

  Dear **************, 

  Thank you for taking the time to share your feedback. My colleague spoke with you and provided a solution which I believe met your needs. We apologize for the inconvenience this situation has caused you and we hope you are satisfied with the resolution. 

  thank you,

  *****************************, *********************** Experience - **********************

   

• Initial Complaint

  Date:13/12/2023

  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 purchased a car throught columbia ********* in 2021 with extended warranty on it through lgm financial services. originally i was told that the extended warranty will be a part of the car payment as before, however after signing the contract and first payment it turned out to be separate a company, which i found out by looking throught my bank. I pai[d for 2 years never missed a payment, in october i sold the car with extended warranty and i was told that the warranty is attached to the car and can not be transferred. lgm still continued to debit my account, when i contacted them i was told they dont care that i do not have the car nor used the warranty i have to continue paying them untill **** or pay out over **** to cancel it.i have tried to explain that i do not have the car i did not use the warranty and it is attached to the car, that it was supposed to be a part i my car payment.the lady on the phone said either i keep paying monthly or they'll take out the outstanding.

  

  Business Response

  Date: 19/12/2023

  Dear ******, 

  I appreciate your feedback, and I want to express my gratitude for bringing your concerns to our attention. After careful consideration, one of my colleagues engaged with you to discuss the situation and proposed a resolution. I understand that this solutions aligns with your needs. 

  I sincerely apologize for any inconvenience you may have experienced during this process.

  Best regards.

  *****************************, *********************** Experience - ********************** 

  Customer Answer

  Date: 19/12/2023

  
  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:16/11/2023

  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.

  I was forced into paying for "extra protection premium" from LGM on July 3, 2021 when I bought a used **** After 6 months, I sold the *** and bought a brand new ****** At no time was I directed to pay for extra insurance for my ****** I forgot to tell LGM I no longer required their insurance until a year after I bought my ***** when I was looking into my finances to find out why I kept incurring NSF fees from my bank and why I didn't have money in my account. When I contacted them, both through email and phone calling, I was told I had to keep paying for it, even though I no longer had the vehicle or needed this because it was put on a no interest deferred payment plan. I even tried to change my vehicle with them, but they refused, telling me if I refused to pay then they would send me to collections. Not only have they been extremely belligerent trying to cancel this policy when it is useless to me, but they never take out the money on the day they say they will and when they do take it out, quite often the money is not available and I incur even more NSF fees from both my bank and LGM. If my entire loan from the *** was paid out when I bought my *****, then this should have been included.

  

  Business Response

  Date: 22/11/2023

  Thank you for providing your feedback. We've attempted to reach out to you in recent days without success. Please contact us at your earliest convenience to address your concerns. 

  *****************************, *********************** Experience - **********************

  Customer Answer

  Date: 25/01/2024

  
  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,
  
  ****** ******