Business Profile

Roadside Assistance

CAA North & East Ontario \ CAA Travel Agency (NEO) Ltd.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Roadside Assistance.

Complaints

This profile includes complaints for CAA North & East Ontario \ CAA Travel Agency (NEO) Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

14 total complaints in the last 3 years.
3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:13/06/2025
Type:Product Issues
Status:
UnresolvedMore 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 wife and I booked a $19,001.66 honeymoon to ***** and ****** through *** Orleans and their travel agent, ******* *********, in coordination with Goway Travel. We were initially provided with an itinerary dated May 28, 2024. However, we later discovered that a revised and correct itinerary was sent to *** by Goway on May 31but was never shared with us before our departure on June 16.We did not receive the proper itinerary until June 21, six days into our honeymoon. As a result, 15 out of 18 servicesincluding tours, airport transfers, and pickupswere misbooked, omitted entirely, or scheduled at incorrect times or dates.Beyond the itinerary issue, multiple problems arose during the trip that neither CAA nor Goway properly addressed. We spent nearly a week of our honeymoon trying to fix and re-coordinate logistics that should have been finalized before we ever left Canada. This defeated the entire purpose of hiring a travel agency for a seamless, once-in-a-lifetime experience.Despite numerous attempts to seek assistance both during and after the trip, many issues remain unresolved. We were also never provided with a proper, itemized receipt or invoice despite multiple requests, which has prevented us from submitting a travel insurance claim.We are seeking a $10,000 reimbursement to reflect the disruption, lost value, and service breakdown, along with a formal apology from both companies.
Business Response
Date: 25/06/2025
While we acknowledge with regret that certain errors did occur, we have made every effort to address the clients concerns in a constructive and transparent manner. Upon receiving the initial complaint, we promptly initiated a thorough investigation into the matter. We carefully reviewed the list of issues provided by the client. We would like to clarify that the specific reference to 15 out of 18 issues was not mentioned at the time of the original complaint, nor does it align with our investigation findings. We remain committed to providing exceptional service to all our clients and have taken steps to prevent similar issues from occurring in the future. We appreciate the opportunity to address this matter, and we have made every effort to resolve it fairly. While we understand the clients request for additional compensation, we are unable to accommodate an increase beyond what has already been extended.
Customer Answer
Date: 26/06/2025
Complaint: 23465006
Thank you for your response. While I appreciate CAAs acknowledgment that errors occurred, I must respectfully disagree with the suggestion that this matter has been adequately addressed and reject the response at this time.
The reference to 15 out of 18 items is not arbitrary it refers to a detailed comparison between the itinerary we received on May 28 (prior to our departure) and the correct itinerary, which we did not receive until we were already on our honeymoon. These discrepancies included incorrect dates, times, or missing tours, and they had a significant impact on our experience. These details should have been verified by ******* at *** before our departure.
Although I recognize that some compensation has been offered, the amount approximately $1,800 (no confirmed total has been provided) is not proportionate to the extent of the service failures. We paid over $19,000 for what was expected to be a coordinated, stress-free honeymoon. Instead, we encountered a series of preventable disruptions and an overall lack of support throughout the trip. Unfortunately, we also received no meaningful assistance after returning home until *** corporate became involved.
At this stage, we continue to seek a resolution that reflects the value lost and the impact experienced. As longtime *** customers, we value the organization and would genuinely like to feel confident using its services again in the future. While we cannot go back and relive our honeymoon, we believe a fair and complete settlement would allow both parties to move forward on good terms.
A refund of $10,000 CAD, reimbursement of ***** in out-of-pocket costs, and a formal apology would represent a reasonable and mutually respectful resolution. I hope *** will take this opportunity to revisit the matter in that same spirit of fairness.

Sincerely,

****** *********
Initial Complaint
Date:20/02/2025
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.
On January 26, 2025, I arranged a tow from my brothers house to my personal residence, a distance of approximately 325 km. I was under the impression that my membership covered a 320 km tow, as that was my understanding of the coverage I currently have. However, I could not find confirmation of my current coverage details in the *** app. Furthermore, at no point during the tow request processwhether via the app, phone call, or the interaction with the tow operatorwas I informed of overage fees or the fact that my coverage only included a tow up to 200 ******* is a summary of the events:1. I initiated the tow request and received confirmation that the tow truck would arrive at approximately 10:20 AM.2. During my initial call to CAA Northeastern Ontario (which was transferred to Southern Ontario), I specifically inquired about the status of the tow and confirmed the request. At no point was I informed of any overage charges or inadequate coverage.3. When the tow truck arrived at approximately 10:30 AM, the operator made no mention of any additional fees or concerns regarding my membership coverage.4. It was only after my vehicle was delivered at 3:30 PM that I was informed of an overage charge for the additional 136 km.Had I been made aware of these charges or my inadequate coverage beforehand, I would have declined the tow. Not to mention I have other roadside assistance memberships that I could have used hassle free. It is unreasonable to expect members to know intricate details of their coverage without proper communication, particularly when:The *** app provided no accessible coverage details or alerts about potential ******* warnings or notifications were given when I requested the tow.CAA staff failed to inform me during multiple points of contact prior to the completion of the service.I was left with no choice but to pay the $408 overage charge or have my vehicle taken back to the tow operators lot and incur even more fees.
Business Response
Date: 03/03/2025
Good Morning ** ******,

I took a look at your membership profile and it appears that you have chosen to be a Plus level Member. With a Plus membership, you are entitled to four (4) service calls a year any one of which can be a tow up to 200 kilometres. Any distance beyond that is the responsibility of the Member.

The Premier Membership is the one that entitles Members to one (1) tow up to 320 kilometers per year.

You can compare the different Membership levels here:
*************************************************************;

We encourage you, since you joined on the website, that you explore the terms & conditions of your membership:
*************************************************************
Customer Answer
Date: 04/03/2025
Complaint: 22965811

I am rejecting this response because:

This complaint was intended for *****************, not North East Ontario. That said, as your *** member, I would expect your support in resolving this matter. My concern stems from the fact that during two separate points of contact, no onenot your staff, dispatch, tow operator, or the *** appmentioned any inadequate membership status that would result in any additional fees or even the cost of extra fees. Even at a fast food restaurant, employees inform me of extra charges upfront. How did every step of your process fail to do the same?

Sincerely,

**** ******
Business Response
Date: 04/03/2025

When someone joins online, as you did, we ask that you read the Terms and Conditions. You also must check a box that you have reviewed these before you can check out and purchase the membership. Our Terms and Conditions page includes Service Limitations but also states under towing benefits: Plus Members receive up to four (4) roadside assistance calls per Membership year (these can be used for tows up to 200km).
We thank you for your feedback, and we will send your information to ************************************ on your behalf.
Initial Complaint
Date:07/08/2024
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.
Today July 31, 2024 my 2010 ***** express 2500 van overheated. I called caa for a tow and was asked what I was driving. The call taker asked if my truck was used for business. I told her it is registered personally to me, and she stated that caa will not cover any vehicle used for commercial purposes. She stated that if someone drives their personal car for **** they would not be covered by caa. When I initially got my caa membership I was told it covers me regardless of what I'm driving. I have read other complaints to caa where *** stated in their response that they cover the member, not the vehicle. As I was in urgent need of help, on a very hot day, I wasn't in a position to argue. I did ask the call taker if there was a plan which would help me, and was put on hold. After 10 minutes on hold I hung up and called another tow company. As I was in a urgent situation I didn't have time to shop around. I called the company recommended by the car dealer which I needed to be towed to, and was charged $308.00 to be towed 30km. I'm very disappointed by caa denying to help me, and I realize they will probably not be receptive or helpful. I'm open to any help you can offer, and I want to advise others that they too could be denied help in a bad situation. *******************
Business Response
Date: 28/08/2024
I am sorry you are not pleased with your interaction with CAA. Our terms and conditions state:CAA roadside assistance is not provided for commercial fleets used to operate a business. During your conversation with the agent, they asked if the vehicle was commercial and you said no. Our vehicle went to the scene,where we determined it was a van with ladders on the side, indicating that it was being used for commercial activities. Thus, we denied you service. Unfortunately, our driver could not locate you and left. Where we can improve our service is we could have reached out to you to explain the reason for the refusal and not make you call us back.
CAA North and East is a non-profit organization that assists stranded motorists in their time of need. To keep costs down, we restrict Membership use to personal vehicles.
Customer Answer
Date: 03/09/2024

Complaint: 22092856

I am rejecting this response because:

Sincerely,

*******************
As I stated in my original complaint, caa states in their website promotion that the membership covers the person, not the vehicle. I reviewed their terms and conditions, and very far down the list is a exclusion for "commercial fleets". Firstly this contradicts the statement that they cover the member, not the vehicle. Secondly my truck is not part of a fleet, it's my only truck, registered to me personally.
Incidentally it had been towed by *** previously with no issues.
. I realize this is going nowhere, but I still feel their customer service is very poor. They wouldn't even suggest someone else to help me. I wouldn't recommend them to anyone for any purpose.
. ******************;
Initial Complaint
Date:23/04/2024
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 occurence happened Yesterday 28 March 2024:I am a CAA plus member in Ontario as well as my wife and we both individually have up to four call for service each year that includes 4x 200km tow when our cars are broken down.I called to use one of my 4x 200 km tows yesterday at 7am on my way to work when my car lost all of its coolant fluid and started smoking. When I applied i was denied to be able to tow my car to my auto mechanic of preference that was 180km away. I was left without a tow as a result as they would only tow it to a random mechanic that was closer. I ended up buy two gallons of coolant from a nearby gas station, put the hose back onto my radiator while getting my hand burnt and dirty to then risk driving to my house about 30 km away from where I was broken down while going to work on Pirnce of ************. This was yesterday. Spoke with ********* at CAA and she related in a very discretionary way that CAA holds the right to tow your car or not notwithstanding tge allowable 200km tows on my plans. I asked for a refund of my last few year of CAA since I've been misled since I purchased the option to have the extra mileage on tow. She would not tell me when '***' her supervisor was going to be in so I can speak with her, nor was she able or willing to give me her or ***'s last name. I then proceeded to wait until 8am when membership was open (this all while still in my broken down car) and membership told me they could not do anything but told me the manager would get back to me when she got in at 9am, they have not got back to me up to now.I should be compensated for the 70$ I had to spend on coolant and having to drive my car home. I should also be compensated to time lost, stress of not having help and my years back in full while being a CAA plus member since 2017. Or compensated for the lost in time and coolant and provided the 200km tows I'm allowed to use as per my membership agreement. Not asking for more than this.
Business Response
Date: 23/04/2024
This complaint letter was mailed and addressed to the incorrect CAA club.
This Member *************************** is a Member of CAA North East Ontario, and I have forwarded all information to that club for follow up
***********************, **********************
caaneo.ca
I did receive a reply message today indicating that they responded to this concerns. Please close any complaint with CAA South Central Ontario

Business Response
Date: 24/04/2024
Thank you for giving us the opportunity to explain to you what happened regarding your recent service requests. As a not-for-profit company, CAA North and East Ontario has set reasonable limits as to how services can be used. One of these Terms and Conditions is: If a Member requests a tow further than 100 kilometres away from their place of residence, CAANEO reserves the right to review the call and contact you to advise of your options, including selecting a closer garage. This was explained to you when you placed the call on March 22nd for a tow for your 2016 blue ****** Forester from ********** to ************************************************** You decided to not tow at that time. 3 days later, on March 25th, you placed an identical call. At that time, the other Supervisor on duty made an exception but explained that Term and Condition with you and advised that garage may not be approved going forward. The requested tow was provided to you. On March 28th, you placed a third call, this time for a black 2007 *** 550I, from the ****** area again to ********, but at **************** ********* maps, you can see that this garage is 78 metres from the first garage you towed to. At that time, the Supervisor on duty declined that tow, and advised you that we would cover up to 100 kilometres of towing. She was correct. It was not the garage that was the concern, it was towing to *********

The Supervisor who granted you the exception did so as a one-time thing. The exception was to give you time to explore other options for the next time. While I understand you are disappointed as this is not what you thought was covered under the Membership, it was explained to you. Unfortunately, we will not be reimbursing your dues as you requested in your complaint to us, nor compensation for coolant or driving your car home which was requested on your BBB complaint. A tow of up to 100 kilometres was offered to you on the March 28th request but you declined, and the cost of the one tow to ******** cost more than your membership dues for the two years you have been with CAA North and East.
As you requested we will be reimbursing you your cost of the coolant. A cheque will be mailed to the address on file.
Customer Answer
Date: 24/04/2024

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:05/04/2024
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On January 14, 2024, I had a car accident and contacted my insurance company to report it. The representative who assisted me was *************************** if I remember correctly. She opened a claim for me, and we tried to find a garage to take my car, but we were unsuccessful after a few phone calls. She suggested some garages for me to contact and asked me to continue searching for more options.Afterwards, I reached out to six garages for servicing my car. Three of them agreed to take my car, but they mentioned that they were uncertain about when they could start working on it as the insurance company with whom they had a contract had priority. The other two garages stated that their services didn't come with a warranty, and they couldn't guarantee the time they would require to begin the work on my car. Moreover, a few of them asked why I was contacting them, as this was the job of my insurance company.On January 15, 2024, my claim adjuster, *************************, tried to reach me by phone but was unable to do so. She left me a voicemail and later that day I contacted her. During our conversation, I informed her that I had contacted several garages and shared with her that they had told me. ******, another representative, arranged for a car rental and advised me to wait in line while she looked for a garage to take my car. She eventually found a garage, but they did not guarantee the quality of their work on my car.On January 19, 2024, I finally picked up the rental car from Enterprise. When I got there, I informed the person who was serving me that I had given my car to the garage for repairs. They told me that they couldn't promise me when my car would be ready and that my insurance car rental would cost $2000. I also asked for the cheapest car available as I didn't know how long I would have to use the rental car.There a balance of $975 remains for me to pay which I disagree.
Business Response
Date: 18/04/2024
Thank you for reaching out and sharing your experience. We have sent your file to CAA Insurance, which operates as a separate entity to CAA North & East Ontario. Consumer complaints and issues arising from claims are handled directly by CAA Insurance.
Customer Answer
Date: 29/04/2024

I received a call from CAA Insurance on Friday evening and we reached an agreement, although I felt they could have done better. I was waiting until tomorrow to inform you.
Best regards,
*******
Initial Complaint
Date:29/03/2024
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.
Filed an auto claim on feb 5th. It is currently march 29th nearing 2 months since the claim was filed and still no settlements cheque. I was told by my first adjuster that I should be receiving it shortly, never happened, they extended my rental period. Adjuster never ONCE answered his phone and failed to inform me of any of the next steps. Another week later I was told it would be coming in the following Friday, never happened, rental period extended another week. Three times this happened before finally I was “assigned” a new adjuster who gave me some new arbitrary date of arrival for the cheque on friday the 22nd of march. It is currently the 29th and still no cheque. We have had the opportunity to buy the vehicle we wanted on two different occasions but lost both opportunities because of the negligence of this company, which the second adjuster himself (*****) acknowledged the remarkably horrible service this claim was receiving. No exaggeration (they can prove this from call logs) when I tell you that NOT A SINGLE one of my phone calls was returned to me from either adjuster (***** or *****) LET ALONE ANSWERED. WE ARE FED UP. If you need a vehicle insured, RUN IN THE OPPOSITE DIRECTION from these unprofessional people. (a lot more complaints where that came from but I’d like people to actually read the whole review)
Business Response
Date: 01/04/2024
This complaint has been directed to CAA Insurance as it is a stand alone organization that oversees insurance sales, policies and claims. The details of the complaint have been relayed, in full, to CAA Insurance and an adjustor from CAA Insurance will liaise directly with the customer.
Initial Complaint
Date:12/07/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have purchased CAA coverage in good faith for several years. I recently renewed my membership for myself and my husband at a cost of $302.84. I, today, purchased a new vehicle which has a roadside service package for three years.

I contacted CAA to request a refund as my yearly subscription started on March 16th and today is July 12th, 2023. They advised me that "thank you very much for your patronage but we DON"T provide refunds.

What kind of business is allowed to steal from their customers. I would like a refund. Surely your organization does not allow this to happen.
Business Response
Date: 04/08/2023
Good
afternoon ********,

Thank you
for taking the time to reach out to us. It is important to us that our
Members feel comfortable voicing their concerns. Congratulations on your new
car. CAA Memberships cover the Member and not the vehicle. This means that you
are covered regardless of what vehicle you are in, and regardless of whether
you are the driver, passenger or a passerby wanting to lend a hand. All that is
required is that you be on scene when the driver arrives. This mean you can
still use your CAA Membership up until your Membership expiry date. As per the
Membership Terms and Conditions: Membership
Terms and Conditions – CAA North & East Ontario *********** Refunds,
less cost of services used, are only issued within 30 days of renewing or
joining.

I have
confirmed your CAA Membership is set to cancel upon expiry on March 15, 2024.

CAA Membership Team
Customer Answer
Date: 07/08/2023

Complaint: 20312459

I am rejecting this response because: When I purchased CAA coverage for this year it was for me and the vehicle I drive on a daily basis. It is ridiculous to paint the picture that everyone buys their service and the bulk of the responses CAA addresses are people driving someone else's vehicle. How stupid is that!!!! The other comment that was suggested to me was that I can still use the coupon portion of the service. Who in their right mind would pay $300.00+ for a coupon service. It is outrageous that CAA is allowed to rip off honest Canadians with this garbage. I purchased the service for roadside assistance for the vehicle I own - not some random other person's vehicle!!!! I cannot believe anyone thinks they purchase the assistance for a vehicle other than your own. The *** should take a stand and call out this money grap!!!!

Sincerely,

******** *******
Initial Complaint
Date:30/04/2023
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 Sunday March 26, 2023, I had my vehicle in Toronto and during that time I ran into several mechanical issues in which I was unable to drive my car any longer. I called CAA Toronto and asked if I could have my vehicle towed to my home address in Ottawa ( CAA ********).

The CAA operator advised me that I had on my membership account 1- 320km tow/call.
I advised that I did not use any of my additional tows which is 3 - 200km tows/calls.
The operator said that she believed that I had additional calls, but that she could not change it on their system in Toronto. And should I have to pay any addition charges to take my car to Ottawa once the 320km tow to *** ***** *** ********* was completed, that I should contact CAA Ottawa once I get home and they should reimburse me for any additional charges.

I called CAA Ottawa once the car got to Gananoque to have it towed the rest of the way home, but the supervisor that evening would now allow any additional tows from Gananoque.

Therefore I hired the same CAA tow truck driver(*******) (CAA Truck *****) to bring my car the rest of the way to Ottawa at a cost of $850.00.

I lodge a complaint with the CAA supervisor that same night and received a call about a week later from the complaint department member phone number(************).
I received a voicemail with a name and number in which I have called for a complete two week period with several phone calls and voicemails, with no response.

It is if CAA does not does not want to do anything in resolving my issue in reference to my complaint. I would welcome any help that BBB would be willing to give me with my complaint.

Thanking you in advance,

***
Business Response
Date: 23/05/2023
We are trying to reach this member to discuss the event.
Initial Complaint
Date:27/01/2023
Type:Service or Repair Issues
Status:
UnresolvedMore 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 received a gift certificate for caa travel. I booked a trip and used my gift certificate which was purchased at the same location I booked. They said I had to pay for the entire trip up front and then they issue a cheque for the certificate amount…. So I did.
The trip was booked December 13, they say the cheque was issued and mailed out….. should arrive in 3-5 business days. By mid January it had not yet arrived. They apparently re-issued a cheque January 16 and mailed it out. Now it is 9 business days later and there is still no cheque.
I have had many emails and voicemails unanswered for this issue and other questions. I went into the office where where they are much less than polite. I did enter the north bay office to see if they could answer my questions, which were not cheque related but about potentially changing my trip location (which I paid extra insurance for). The woman at the first desk there was likely the most rude woman I have encountered in a customer service position. Told me they won’t do that because they have a hard time getting ahold of the trip companies, and deal with the agent that booked my trip.
I called the customer service number today to ask how I can escalate this issue as Sudbury staff are not willing to help. The staff on the phone was also rude. Tried to transfer me to the Sudbury staff I have already tried to deal with.. Apparently the only way to make a complaint is to put a note on my file and someone will call me. But I should talk to the people who I have already been dealing with. There is no number for a head office or general manager of any kind.
Every encounter I have had with this agency thus far has been a very negative experience.
I am out $1000 for the gift certificate currently. This company needs intervention for how poorly people are treated. I feel like I should receive interest on this money that has now been paid for my credit card. And the company is gaining interest withholding it.
Business Response
Date: 13/02/2023
We have tried to contact this Member to resolve the issue. Multiple people have reached out to the Member and left messages. Once we get in contact with them, we will work towards a solution.
Customer Answer
Date: 13/02/2023

Complaint: 18940499

I am rejecting this response because:
I returned from my vacation that they still have been overpaid for. I had one voicemail and one email from the same person. They offered no solution to return my money, and stating the systems are still down. They said they originally submitted the request improperly, which when questioned before the second one was apparently issued, they said more than once that the cheque was in the mail. I have had no resolution to this, I did respond to the email now asking to escalate to upper management. I still do not have a refund cheque.

Sincerely,

********* ******
Initial Complaint
Date:15/01/2023
Type:Product Issues
Status:
UnresolvedMore 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 May 2022, my wife and I purchased two Vacation Package Plans from CAA Ottawa Hunt Club, price $1,014.00 each, in relation to a trip to Europe we were planning for June 2022. The Travel Insurance is sold by ***** Travel Insurance, which on its web site indicates is owned by CAA.

In June, while in England, my wife and I tested positive for Covid-19, and had to extend our trip by two weeks. We did not require hospitalization. We contacted CAA at the number they had given us and we were reassured that costs related to the positive test, including accommodation costs for the extended stay, would be covered.

On July 28 2022, we submitted an insurance claim to ***********, the firm which administers claims for *****. The total amount of the claim was $5,295.00. In October 2022, we received reimbursement totalling $3,832.00. Items not covered were (a) the cost of Covid test for me, GBP 149.00, and (b) the cost of extending an existing hotel arrangement - in order to self-isolate following the first Covid test - of GBP 720.00.

We could not understand why these two items were disallowed. The cost of my wife's test was allowed, and the cost of a separate hotel booking - again, to self-isolate - was covered.

Following complaints which we made to both CAA and ***********, we were asked on October 25 to submit an Appeal to ****** *****, which we did on the same date, and provided evidence of both payments. The evidence had been included in our original claim.

On November 30 I phoned ***********, and was told that no decision on our Appeal had been made. I phoned again on December 21, and received the same reply. At all times, I have kept CAA North-East Ontario informed.

We consider that CAA has behaved irresponsibly. The firm which their subsidiary, ***** Insurance, has contracted to process claims is incapable of doing the job to a reasonable standard.

CAA sold us an insurance policy which it is not prepared to honour, and it does not respond to our complaints.
Business Response
Date: 25/01/2023
Mr. ********* was made aware of the reasons for not paying
these expenses as they were either not a benefit of the policy or incurred
beyond the policy validity dates. ***** and ****** ***** reimbursed the
*********’s for all expenses related to Mrs. *********’s claim and some
expenses which were not payable for Mr. *********.
Customer Answer
Date: 25/01/2023

Complaint: 18817664

I am rejecting this response because it does not respond to our complaints that ****** ***** has given service that is very poor, and that CAA North and East Ontario has given us no support whatever in our discusions with ****** *****.

The statement by CAA that we are aware of the reasons for some of our claims being disallowed is not a true statement.

Specific questions we have asked of ****** ***** have not been answered. For instance, ****** ***** says that some of our claims were for expenses came after the expiry of the policy. We pointed out that, when we informed ****** ***** by telephone from London England on June 22 2022 that we had tested positive for Covid, a ****** ***** agent had assured us that the expiry date would be extended. On Janaury 20, 2023, a ****** ***** agent confirmed that our call was received at 06:09 EDT on June 22 2022. The agent said she would check if ****** *****'s records reflected this extension, but we have never received a reply.
As for being kept informed, please note the following:
(a) On October 5,
2025, *** *******, ***** ******* of CAA Hunt Club, Ottawa emailed me to say
"I will escalate your complaint to a higher management and will update you
as soon as possible." No update has
ever been received from Ms *******.

(b) In October 2022,
a representative of ****** ***** phoned me and invited us to submit an Appeal of their first
decision, but after three months we have yet to receive a response giving the reasons for rejecting our Appeal.

(c) On January 20
2023, a representative of ****** ***** promised - multiple times - to send us a statement - by the
end of the work day on January 20 2023 - of the amounts they have disallowed
and a statement of the amounts they overpaid in October 2023. This has not
arrived and we have received no explanation .

Sincerely,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

CAA North & East Ontario \ CAA Travel Agency (NEO) Ltd. is NOT a BBB Accredited Business.