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:04/11/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Your Neighbour CAA *** ******** ****** *** ***** ** **** changing my car & home insurance policies from ** to CAA. In less than 12 months they've increased my home policy by 22.7%!** I'm on hold for an agent to tell me there have been many claims this year, which is the yearly excuse we hear from insurance companies ******* *** ******. * ******* *** ********** ***** *** ** *** * **** ** ********* ********

• Initial Complaint

  Date:04/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Friday Sept 27th 2024 I paid the remainder of my car insurance term end of May 26th 2025 ** ** ******* ***** ***** ********** ********** ** ***** for the amount remainder $761.41. We had received NSFs for the **** **** ********** and at 2 instances CAA Auto Insurance had not processed the transactions even though there were sufficient funds thus I paid the remainder term owing in its entirety on my ********* ********** Sept 27th 2024. Today I receive a cheque in the mail from CAA for $737.46 for "overpayment". Upon contacting CAA today Nov. 1 2024 I find that 1). CAA tried to bill my ********** **** **** for the monthly amount of 101.xx although the insurance was paid in full 2). That my auto insurance had been cancelled on Oct 17th 2024 thus I have been driving without Auto Insurance for approximately 2 weeks without my knowledge. *** *** ************* ** ******* ******* **** ********* ** * ******** ******* **** ******** ******* *** ** *** ********* *** *** ******** ********** * ***** ** ******** **** * ** ******* ******* **** ********* ******* *** *********** ********* *** *** ************ *** *******. My auto insurance is reinstated as of today through CAA however I had to pay an additional $728.xx to reinstate the auto - CAA could not revert/cancel the cheque. **** ** ******* **** *********** ************* * ** ******* ********** * **** **** ******* *** ** ***** ** *********** ******* *** ***** ** *** *** ***** ********* **** ******* ********** *********** * ** * ******* ******* *** ** ***** * ** ******* ** *** **** ** *********** ****** *********** *** **** * ***** ****** **** * ******* ***** ** *** **** 

• Initial Complaint

  Date:21/09/2024

  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.

  I have CAA car insurance for over a year. Recently I got a new car and needed to update my insurance policy. I tried to contact my broker, left 2 messages for ****, but no response. ** ***** *** *** **** *** ******* *** *** ****** *** *********. I then tried to find a new quote online and found a good price with CAA and got a new policy with them, so it was the same company but I was using as different broker because I couldn't get a hold of my old one. When I had to cancel the insurance for the old car I spoke to someone else and they said they won't cancel my insurance without a cancellation fee. I said I'm still using the same company CAA it's just a different broker. They refused to cancel my old insurance without extra charges and told me to cancel my insurance with the other broker and get it with them. I assumed the cost of insurance would be the same so I agreed because the new insurance didn't start yet. Once I got the new quote it was $80 more a month. I said I don't want this insurance and cancel it. I said I got a better quote with the other broker and showed it to them. Even though I said I don't want the higher price insurance, the broker ********* sent me a new 12 month policy. Now I have 2 car insurance policies with CAA and they are not allowing me to cancel it without additional charges. I need to cancel the 2nd policy and not be charged extra because essentially I renewed my policy with the same company. I just had a newer car.

  Business Response

  Date: 02/10/2024

  CAA Insurance has contacted the insured to find a resolution to their concerns. 

  Business Response

  Date: 02/10/2024

  CAA Insurance has contacted the insured to find a resolution to their concerns. 

  Customer Answer

  Date: 18/10/2024

  I've been charged again by CAA and they have debited my account without my authorization. The CAA rep hasn't responded to me since the end of September. I need a resolution ASAP.
  

  
  

  Customer Answer

  Date: 18/10/2024

  I've been charged again by CAA and they have debited my account without my authorization. The CAA rep hasn't responded to me since the end of September. I need a resolution ASAP.
  

  
  

  Business Response

  Date: 21/10/2024

  Hi *******
  

  * **** **** ****** ** ***** *****
  
  As per our discussion, the policy is owned and serviced by the brokerage. I have reached out to the broker leadership team to advise them of your complaint and was informed last week that someone will be in touch to review your policy for cancellation. To clarify, you will be receiving a call from your broker, not a CAA representative, this is simply due to the fact that your policy is owned and serviced by ******.
  

  I will reach out to them again in an attempt to find a resolution to your complaint.
  
  With regards,

  *** ********* | Ombudservice Specialist  

  Business Response

  Date: 21/10/2024

  Hi *******
  

  * **** **** ****** ** ***** *****
  
  As per our discussion, the policy is owned and serviced by the brokerage. I have reached out to the broker leadership team to advise them of your complaint and was informed last week that someone will be in touch to review your policy for cancellation. To clarify, you will be receiving a call from your broker, not a CAA representative, this is simply due to the fact that your policy is owned and serviced by ******.
  

  I will reach out to them again in an attempt to find a resolution to your complaint.
  
  With regards,

  *** ********* | Ombudservice Specialist  

• Initial Complaint

  Date:09/08/2024

  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 bought CAA insurance for my trip. My vehicle broke down twice and when I tried to submit the claim, the adjuster would not answer for weeks and when I did get an email reply, it would say he is on vacation. I went above him and the first claim went through. I did the second claim and I had to go through him again. It took months. I had said at the beginning that I have two claims and he said fine. I just received an email today saying that my claim is way past the time frame! I told him from the very beginning that I have two and he was so *********** I only gave him one at a time. I believe he stalled on this on purpose so they wouldn’t have to pay. * **** *** ** *** ****** *** **** ***** ***** *** **** ** ******.

  Business Response

  Date: 12/08/2024

  CAA will contact the customer in an attempt to find a favorable resolution 

• Initial Complaint

  Date:31/07/2024

  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.

  I called to complain about the tow truck man . But I haven't received any response yet! When I was riding in the tow truck yesterday, he took the opportunity to ask me for 85 . Because I just registered CAA and it has not been 24 hours, I need to pay an additional 85 . He said that the $85 was required by CAA. Then he kept reminding me that I don't need to pay taxes if I give him $85 in cash. I gave him 100, and he gave me 15back. When I got home at night, I found that the system had charged 75 registration fees + 85 additional fees. I remembered that his behavior during the day was simply a ****. This driver is from CAA. ** ****** *** ************* ** ******* ********** ** **** **** ** *** *****. He tried to collect $85 cash and no one found out. Because during the process, he kept reminding me to pay cash. Then, CAA is such a big company, even if he is required to collect fees, there must be certain rules, regulations and procedures. It is impossible to take the money directly without giving any bill proof!When I called to complain, the CAA staff contacted the tow truck worker. He admitted to taking $85 from me. I was given a complaint record number, ********. They said they would refund my money. But it has been almost a week and there is no response.

  Business Response

  Date: 12/08/2024

  CAA will contact the customer in an attempt to find a favorable resolution. 

• Initial Complaint

  Date:04/03/2024

  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.

  ***** insurance failed to process my monthly Insurance payment after giving them my new credit card information prior to the due date of the monthly payment which has caused my insurance to increase from approx. $950 annually to $4500 annually with CAA insurance due to having a cancelation for non payment on my record. I have spoken with ***** insurance brokerage as well as CAA to have this removed from my record on multiple occasions over the last 3 weeks and they keep blaming each other and say there is nothing they are willing to do about it. * ***** **** ** **** ** *** ***** ******** *** **** **** ** ******* *** ******* ** *** ***** * *** ****** ********** ** **** ***** *********** * **** **** **** **** *** ********* ** ******* ** ***** **** *********

  Business Response

  Date: 12/03/2024

  We have been in correspondence with the complainant regarding this concern. 

• Initial Complaint

  Date:11/01/2024

  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.

  My son got into a no fault accident in my 2002 ***** ******** that I have only had for 1.5 years. I have invested over $13000 in the vehicle and have made upgrades ********* ** ******** ***. I have receipts. It took a week to talk to an adjuster and she sent an appraiser down to the collision center of my choice for 5 minutes to evaluate the damage and appraise the vehicle. He called me a day later at night and I couldn't have a conversation with him because of my son. I told him a little of what was involved with my car. He has never called back. The next day the adjuster **** calls me and tries to ****** the car away from me, telling me its a total loss and I need to sign the car away or I will start getting charged storage fees. She never gave me an amount. I told her it can be fixed and my car was worth way more than they were saying. They over valued the repair by a $2000 and undervalued the car by at least $8000. They did not want to consider any receipts I had or comparables, which is hard unless its a southern car. Mine was a low km ********** **** ****** ** **********. I got handed off to a total loss adjuster in turn whom never got a hold of me but rather emailed my son, the driver of the car and asked him to sign the car over at $2600 value. I can't get even get another car for that much . I am at an all out loss for this vehicle now. I have approached an appraiser so that he can third party, show value in my vehicle. They are trying every trick in the book to not pay to fix and or replace my vehicle.I finally got a appraisal from them as well as the repair estimate, 1 month after the claim initiation. I do not agree with the appraisal and estimate and they won't here anything else. I am without a car now **** ** ******** *** ** ******** ** ** ******** ********. Its been almost a week just after new years. This company does not care about its customers. I had the escalation dept arguing that my son could represent me to sign the car over. I just want my car fixed please.

  Business Response

  Date: 15/01/2024

  We have responded to the insured regarding their concerns.

• Initial Complaint

  Date:13/10/2023

  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 signed up with caa for car insurance August 31, 2023. 2 weeks went by I never got a policy I emailed my broker ********* and they said as soon as they make the policy I would get it and they would take out first and last payment. So another 2 weeks go by still no policy or payment taking out. I emailed them again I get the same response from them. A couple days later I get an email saying i have to buy a caa membership so they can finalize the policy I said i'm not doing that because when I got the quote no one said anything about that. Then they show me my payments they are more a month then we agreed on. So I email back once again and said you have two options give me the quote we agreed on and i'm not buying a caa membership or you can cancel my insurance and I ain't paying a cancelation fee. They told me I could cancel that was kind of ***** on there part to not honor are agreement. So insurance was canceled on October 4th. Well I didn't buy a caa membership so policy was not finalized then how did i finally get a policy in the mail Oct 8? 2023. Well they took out $324.42 three payments on Oct 10 2023 and now I call them and tell them it was canceled I what a refund they said 30 to 45 days to get one **** ** ***** Send it back to my account etransfer is not that hard. I should not have to wait that long on something you should of never took in the first place.

  Business Response

  Date: 16/10/2023

  We have discussed the concern with *****. 

  Customer Answer

  Date: 16/10/2023

  
  
  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:04/05/2023

  Type:Order 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.

  As of May 3, 2023 it has been about a month ago when I first got ahold of CAA home insurance about part of my fence being blown over by a strong wind. CAA had a contractor come out to assist the damage and they took picture. I told them that I temporary put the fence up so my dog would not get out, I showed them the damage. Than I got the run around for about a month than I get an email stating that the contractor told them this has determined the cause of loss is due to age and deterioration. I called them and they told me that they took pictures for them and told them what they asked but they never told them that they determined the cause and that I should be denied. It seems to me that they will find anyway to not pay out as my fence is only 10 years old I was told it should last at least 15 years(my ex got it done). This is not right you pay for insurance to cover things like this and they find any excuse so they don't have to pay out. They also went to my neighbor side and braced that side of the fence so now it's going to cost me to fix that side of the fence that was just done last year by there son. If you need pictures of my neighbor side of the fence let me know I will get them to show you.

  Business Response

  Date: 04/05/2023

  We have attempted to contact the client to review. Client spoke to escalations team regarding matter, also. 

  Customer Answer

  Date: 13/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: this company doesn't like to pay out anything. The contractor they send out went on 2 of my neighbor's property without permission and put poles against there fences which I told them that it was only a part of the fence that was no were near them. To make a long story story I have to get ahold of the contractor about that and see what they will do about it as now I have to pay to fix the fence on one neighbor property as they had made repairs last year and the other neighbor I will have to pay for everything myself as we were going to split the cost but since they went on his property he doesn't want anything to do with the fence so now I am paying out for the mistakes made by CAA home insurance and they don't seem to care about the damage they have caused over a little part of the fence so I will be changing insurance company as soon as I can. I will also be recommending to others to looks elsewhere as you pay for something and they make any kind of excuses to not pay you.   I would rather pay out a little more and not go through this much trouble and headache and they have cost me way more money I wish I never tried to put a claim in but now I now they are not a very good company they just take your money and you get nothing in return expect that you will have to pay out more money for mistakes they made.
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 15/05/2023

  The complaint has been reviewed with client and a final position provided. 

  Customer Answer

  Date: 16/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: as I said before they send out a contractor that caused more damage to my neighbor's fences that I will have to fix. CAA seem to think that my fence is be on the years and  my problem to fix it also with my neighbor's well they told me to contact the contractor even though it was CAA that called them here. As I said this company takes your money and doesn't pay anything so you will have to keep replacing anything every 5 years otherwise they will not pay you. I recommend people go with a different insurance so you don't have to go through this much headache cause believe me you will get one as no one calls you back they just send emails as you really don't talk to a real person. As I said I am looking for a different insurance company as if anything else happens to my property or car I don't want to go through this again just to be told we are not going to pay you  and they send out someone that does more damage that you will have to pay out. Please if you are thinking of getting insurance through this company go somewhere else as this will be an awful experience for you and you will have to do all the work.
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:02/12/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 or about September 22 I struck a porcupine which caused damage to my car, and it was at his time I contacted my insurance company and was recommended to a body shop ****** **** ** ***** ** ******* ********** to take my care to for an estimate. By October 3 the estimate was approved for the amount of $6500.
  I was informed by the body shop that when all parts where ordered and in stock my car would be booked in for the repairs. Jump ahead to November 15 the day I dropped my my car off expecting to have it back in 6 days as per the estimate, 14 days later i get my car back. When getting my car back I found there to be several problems that did not exsist prior to the car being repaired, the horn did not work, remote start not working, driver side heated seat not working and a check engine light on.
  I contacted CAA with my concerns and was instructed to return to the body shop to have these issues dealt with, when in discussions with the body shop i was first told these where mechanical issues and that they where not mechanics and that these conditions where pre-exsisting ( they where not).
  I then contacted CAA once again to inform them of what i was told by the body shop and that they where not accepting responsibility and that this was now my problem. CAA told me my next steps would be to have diagnostic work completed on my car to determine if these issues where impact related which they are not because all the items listed where working before i dropped the car off. I was also told if poor workmanship could be proved then it MIGHT be covered by insurance keeping in mind that I would be paying for this diagnostic work.
  In reaching out to the local ******** dealer i was informed that the diagnostic work would prove nothing and that it would be a case of my word against the body shop.
  Bottom line my car has issues it did not have before the repairs and I have been told by CAA that these are my problems and they will not cover the cost of repair.