Complaints

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:01/12/2022

  Type:Order 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 have Johnson Insurance auto coverage and Johnson Roadside Assist coverage.
  
  On Nov. 8, 2022, my car was stalling and I called Johnson Roadside Assist for a tow truck. There were long delays of being on hold, and the agent wanted to charge me extra for the tow truck. I explained that there shouldn't be any extra charges and that my Roadside Assistance paid for the tow. He claimed that I was over the $120 limit. I told him that my coverage didn't have a $120 limit for short tows (17 km). He put me on hold and then abandoned my call. I spent over 90 minutes calling various Johnson customer service lines, talking to multiple agents, but no one would arrange to send a tow truck. I eventually gave up, made my own arrangements and got my vehicle repaired.
  
  Weeks later, I registered a formal complaint with Johnson complaint department. One agent apologized. Another agent left me a message telling me that my tow would have been over the $120 limit. And that they would re-imburse me for only $120.
  
  To sum up:
  
  1. When I needed a tow truck and called Johnson, there were very long delays and much wasted time of being on hold. In the end, they never sent a tow truck.
  2. Whenever I did speak with a Johnson agent (about six agents in total), they told me there was an extra charge, or they told me they would have to transfer my call, in one case, the agent hung up on me.
  3. Two Johnson agents told me that there was a $120 limit for a tow, anything above that was extra. My insurance papers only mention there would be a $120 if the tow was over 25 km. My tow was only 17 km, therefore, there was no $120 limit. So I believe this is a breach of contract on behalf of Johnson Insurance.

  Business Response

  Date: 13/12/2022

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

  Customer Answer

  Date: 13/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The response from Johnson since my initial BBB complaint has failed to address their breach of contract as follows:

  1. Johnson has failed to acknowledge there was never a $120 max limit for tows under 25 km. as shown in my insurance

  documents.

  2. The agent who I initially spoke with about getting a tow mistakenly claimed their was a $120 limit and then abandoned

  my call and never sent a tow truck. An apology is not sufficient. 

  3. Another Johnson agent offered me a $120 reimbursement. This is still insufficient because by their own admission, the tow cost more than $120.

  Sincerely,

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

  Business Response

  Date: 21/12/2022

  This
  complaint has now been resolved. Client advised, he is
  satisfied with this outcome and was very thankful for the help.

  Customer Answer

  Date: 22/12/2022

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