Complaints

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

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  belairdirect

  20 Hector Gate Suite 200 Dartmouth, NS B3B 0K3

  
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  belairdirect

  10 Factory Lane St. John's, NL A1C 2B9

  
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  belairdirect

  1040 Champlain Street Dieppe, NB E1A 8L8

  
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  belairdirect

  650 Montgomery Street Fredericton, NB E3B 2X7

  
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  belairdirect

  201 Buchanan Drive Charlottetown, PE C1E 2E4

  

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:30/07/2023

  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.

  the business is threatening to cancel our home owner insurance policy for what we believe is bogus, absolutely unnecessary and are using unreasonable and threatening tactics making it almost impossible to address their demands. we have been a faithful client of this company for 11 years and due to this current situation, they are making it impossible for us to find reasonably priced insurance coverage elesewhere

  

  Business Response

  Date: 01/08/2023

  We were able to contact the customer and have
  addressed their concerns

• Initial Complaint

  Date:27/07/2023

  Type:Customer Service 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 hold travel insurance issued by Johnson Medoc. I February of this year, my wife and I had to cancel to trip to New Zealand because approximately a week prior to depart on our trip, I was diagnosed with a pulmonary embolism. My doctor stated that travel, particularly for that distance was definitely not recommended. Due to the short notice, most of our reserved hotels and excursions could not be cancelled for refund.
  I contacted Johnson Medoc and was advised that *********** is the company that handles insurance claims on their behalf. On February 6th I filed a claim with ***********. They advised that claims process takes six to eight weeks.
  My claim has not yet been processed and I have not had my claim settled. I have contacted the company several times and their representatives have advised that they have all of the information that they require. On July 6th I was advised by *********** that they were simply waiting for financial approval to pay. On July 12th I was advised that my claim had been sent to finance to have a cheque prepared. Today, July 27th, I have been advised that it will be another six to eight weeks.
  I have contacted *********** on more occasions than listed above and have also spoken to representatives of Johnson Medoc. Each time I get a response that appears to me to be a delay tactic.

  

  Business Response

  Date: 31/07/2023

  Based on the issues disclosed by the customer,
  we have now addressed all of their concerns and we consider the matter resolved.

  

  Business Response

  Date: 01/08/2023

  We were able to contact the customer and have
  addressed their concerns

  Customer Answer

  Date: 07/08/2023

  Better Business Bureau:
  
  I have been contacted by *********** and have been advised that "the cheque is in the mail".  I have contacted *********** numerous times  since I filed my claim in February, to resolve this issue, all without any level of satisfaction whatsoever.  What I have been advised by phone is a satisfactory resolution, but to be forced to accept "the cheque is in the mail" after five months of waiting is difficult.  If it is true, seven days is inadequate for the mail service to deliver.  If it is not true, I will have accepted another falsehood from ***********.  The BBB seven day period is inadequate, but in good faith I will reluctantly accept ***********'s message and state that this matter is resolved.

• Initial Complaint

  Date:04/07/2023

  Type:Customer Service 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.

  We initially received a verbal quote for car insurance of approx. $1700 but needed to provide additional information. Information was supplied, and premium increased to $2788. We accepted this premium and paid the full amount by credit card at that time with our policy starting on 27 June 2023.
  
  We provided NZ auto insurance history, NZ licence history and NZ criminal record checks which showed we had full licences, no insurance claims, demerits, suspensions, or driving convictions.
  
  On 29 June we received a phone call from Johnson saying our premium was increasing to $3286 due to an error Johnson's made when calculating the premium - apparently applying a discount. This discount was never shared with us in any conversation, email, or paperwork provided to us regarding this quote/policy.
  
  We were told our options were to pay the extra, or cancel the policy with Johnson's offering to waive any termination / administration fees.
  
  We requested they waive the increase, or find some middle ground as this was not due to any error on our part. The Johnsons representative told us this was not possible and there was no one we could speak to who could help us.
  
  We accept that mistakes happen, but once we agreed and paid the annual premium we considered the contract to be in force. We initially chose Johnson's due to a Group discount for OCSB teachers and the premium being slightly less than other quotes we received. This increase now makes other quotes cheaper and we have been told it could take up to 4 weeks to receive a refund if we choose to go elsewhere.
  
  Proposed Resolution Options
  1. Waive the increase in total and keep the policy intact. (Provided this is addressed before Johnson's cancels the policy.)
  
  2. A full refund of all premiums paid and an expedited refund.

  

  Business Response

  Date: 07/07/2023

  
  We were able to contact the customer and have addressed their concerns.

  Customer Answer

  Date: 07/07/2023

   Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID 20273482.

  Whilst Johnsons did resolve our initial complaint (the increase in premium due to their error). In the meantime a portion of our coverage (accident forgiveness) was removed from our policy without our knowledge. It only came to our attention after another broker suggested we confirm it. We are unsure if anyone from Johnsons had any intention of letting us know about this subsequent change. Although a waive of premium increase was offered, we chose not accept it as at this point we no longer felt confident leaving our policy with Johnsons.

  
  
  
  

• Initial Complaint

  Date:11/04/2023

  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.

  My father passed away last year Feb 20 2022. He had insurance through Johnson and sold his vehicle the day before he went into Hospice. He then died 5 days later. Soon after his death I contacted Johnson to cancel the insurance. They informed me that the needed the death certificate and will. I did not have the bill of sale and was most likely lost in the transportation between hospital and hospice. Johnson then requested the bill of sale, sent emails etc. Unfortunately, I replied via email and then received replies from Johnson from a general email. They have billed my mother for the insurance for a car that she does not have for a year. Unfortunately I was out of the country and could not help her put a stop payment. I consider this elder abuse. The person at Johnson I talked to today said he does not have the authority to stop charging. How many other elderly people does this happen to. They have now received thousands of dollars because they do not have the "authority" to stop billing for a vehicle that my mother does not have, own, or drive. Terrible service.

  

  Business Response

  Date: 26/04/2023

  We attempted to contact the customer regarding their concerns but after several attempts we were not able to reach them. The complaint remains unresolved until contact with the customer can be established.

• Initial Complaint

  Date:27/03/2023

  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 am a current customer of this company. I called for a quote on switching my car insurance from one province to another. I provided extensive information on my driving and claims history. I received the quote by email. When I called back 2 hours later to accept the quote with the reference number, a different agent asked me all of the same questions again, which I provided the same answers as I had in the morning. This agent gave me a higher quote, despite the written quote I already received. She indicated there was an error in applying a discount that I should not be receiving. I had spoken with the agent in the morning specifically about available discounts, and that discount was not mentioned. I have reviewed my current insurance documents from Johnson and that discount is not reflected in any previous documents.
  
  This is a deceptive practice. The business should honour the quote they gave when none of the information I provided changed. They should not be seeking extensive personal information if they are not providing and honouring correct quotes.

  

  Business Response

  Date: 06/04/2023

  Based on the issues disclosed by the customer, we have
  addressed all of their concerns and we consider the matter resolved.hy here...

• Initial Complaint

  Date:11/09/2022

  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.

  On August 25 I was rear ended on the highway outside Montreal PQ. I immediately called the insurance company from the site. I took pictures of the damage, the ownership of the car that caused the accident, as well as the third car that was involved>. The police were called I received a postcard sized document with the Officers number and the number for the report with the date and number. A copy of this was also sent to the insurance company. It has now been 2 weeks and nothing is done. Johnson sent me to a body shop in Renfrew when I arrived the shop told me they could not do the work until November and that they had informed the company of the backlog and not to send them people if they wanted expedited work.
  I spent hours on the phone trying to speak with someone who could do something. All to no avail. On Friday September 9th I spent 4 hours trying to get something done. Apparently they have a company policy that doesn't allow the front line workers/call centre to forward your call to a manager. I finally spoke to a "team leader" who told me she would call me by the end of the day with advice...she did not. Different agents give you different answers...Example I was told by one agent I would have to call the Surete de Quebec to get the full report. Another agent said no they could get the report but that I would have to pay the deductible if they hadn't yet received the report and that could take 6-8 weeks. This is after they have wasted 2 weeks doing nothing. I could go on and on but without a doubt this is the most incompetent company that I have ever dealt with. Fundamentally they have no customer service
  They do not return calls, they say they will have an answer in 48 hours, not true. They have ,apparently a customer complaint procedure that is to take 48 hrs that doesn't happen.

  

  Business Response

  Date: 14/09/2022

  We were able to contact the customer and have addressed their concerns.

• Initial Complaint

  Date:10/09/2022

  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.

  Worst experience with Johnson. I'd been a client for more than two years (never missed a payment, never made a claim) when I called several months ago to ask about any additional coverage I might require to temporarily rent my home for four months (starting in November) while I travelled out of the country. They told me that while additional coverage would definitely be required, they didn't carry that kind and I'd have to find a different insurance company.
  
  Fair enough, but I had plenty of time and hadn't gotten around to it yet. Last week (September 1), I received a registered letter from Johnson notifying me they'd be suspending my policy in 15 days. The reason provided: short term rental. I hadn't rented my home yet and wouldn't be for another two months, but rather than letting me arrange new coverage and then cancel the current policy myself, they just cancelled it. No warning, no explanation.
  
  To make matters worse, they start the 15-day clock on the day the letter reaches the post office, not the day I pick it up and sign for it, so that left me 12 days (including the Labour Day long weekend) to arrange alternate coverage. I found a new insurance company and they're scrambling to get the necessary quotes, but there's a very real possibility that my home will be left uninsured for one or more days.
  
  When I called Johnson (at first to protest and then again to plead for the tiniest bit of flexibility to allow me to fix the problem they'd created by cancelling my policy without cause), they were completely unresponsive.

  

  Business Response

  Date: 21/09/2022

  We were able to contact the customer and have
  addressed their concerns

• Initial Complaint

  Date:26/08/2022

  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.

  We had our house insurance with Johnson’s Insurance which was due to expire in Sept 2022. The address of the home was **** ****** *** ******, ** *** *** policy number ******* reference number ******* We sold that house with a closing date of June 24th 2022. I contacted them on May 22, 2022 & advised them of the cancellation & was advised a refund would be credited back to our credit card. To date August 26th we still have not received the credit. I have called their office numerous times only to be told it has been expedited & will receive the credit.in just called again & got the same answer. I asked to speak with the complaint liaison & there is no such person.

  

  Business Response

  Date: 01/09/2022

  We were able to contact the customer and are working to resolve their concerns.

• Initial Complaint

  Date:19/07/2022

  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.

  Hit a deer April 7th 2022.
  Car towed and picked a body shop from insurance company adjuster.
  Got a rental the same day.
  Took the insurance company almost two weeks to get my car to the body shop.
  Car quoted at almost 8k in damages to the front end.
  Cost totalled almost 10k.
  Received my car back. Car unsafe to drive. In terrible condition.
  Asked to have it re assessed.
  Sent back to same company June 3rd.
  Car was diagnosed on June 6th needing 4K in further damages that “weren’t related to the accident” according to the body shop.
  Insurance company did not call me to confirm.
  I called body shop weekly and they never called them back to state what will be done.
  I called and emailed my adjuster 3+ times and other members of the company who stated a manager would call me.
  July 13th the body shop told me my rental coverage was up.
  I had to return the rental and take back my car unsafe to drive with no communication from the insurance company.

  

  Business Response

  Date: 25/07/2022

  We were able to contact the customer and are working to resolve their concerns.