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Business Profile

Financial Services

LowestRates.ca

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Financial Services.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/06/2023

    Type:Billing Issues
    Status:
    Answered
    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 June 9th I went shopping for new insurance quotes. Like many, I chose to go to lowestrates.ca to get my quote. I did the online application and at the end it showed that it had a great quote for me and the quote was good for 60-days so I asked for someone from the lowestrates.ca team to contact me, which they did. I spoke to an agent who was very nice and took some info and told me she was transferring me over to *****, an insurance broker who could help me complete the application. When I was transferred over, I answered some more questions then I was asked when I would like my policy to start. I explained I would like it to start on August 9, as my current policy ends on August 8. He said that the quote is not good for 60-days, but it is only good for 30-days. I've ******** * ****** **** ** the lowestrates.ca site showing the promise of 60-days, with no footnotes or asterisks to say that this is subject to change. Their website is ***** to customers.

    Business Response

    Date: 28/06/2023

    Dear ****,

    My name is Kevin, Director of Marketing at LowestRates.ca. Thank you for reaching out to us and taking the time to share your recent experience with obtaining insurance quotes through lowestrates.ca. We genuinely appreciate your feedback and want to assure you that we take your concerns seriously.

    First and foremost, we apologize for any confusion or inconvenience caused by the discrepancy between the quote expiration period displayed on our website and the information provided by the agent at *****. We understand how frustrating it can be when expectations are not met, and we sincerely apologize for any inconvenience caused.

    Your feedback has prompted us to reevaluate the way we communicate quote expiration dates to our customers. We will be updating the disclaimer on our website to reflect the practice that the rate expiry date may differ from quote to quote depending on the provider and the specific details of the policy. This will help ensure transparency and provide clearer information to our customers moving forward.

    Once again, we apologize for any confusion and inconvenience you experienced during the application process. We value your feedback, as it allows us to continually improve our services. If you have any further questions or concerns, please do not hesitate to reach out to me directly. We are committed to providing you with the best possible insurance solutions and ensuring a smooth and transparent experience for all our customers.

    Thank you for bringing this matter to our attention, and we appreciate your continued support.


    Sincerely,

    Kevin ***

    *********@*****.ca

    Director of Marketing
    LowestRates.ca

  • Initial Complaint

    Date:08/02/2023

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 obtained a quote from this business last year.
    This company continues to spam me with emails almost every other day.
    I have called and spoken to 3 different call centre representatives who all claim this problem will be resolved.
    It has not.
    I continue to click "unsubscribe" on the emails they send.
    As a result, I receive even more emails.
    Spoke with representative Tina (Welland, Ontario) today who hung up the call after refusing to escalate this matter.

    Business Response

    Date: 24/04/2023

    Hi ******,

    Thank you for contacting us regarding the issue you have been experiencing with our marketing emails. We apologize for any inconvenience caused and take your concerns seriously.

    We would like to promptly unsubscribe you from our mailing list. Can you please provide us with the email address that you have been receiving the marketing emails from? This will allow us to locate your information in our system and ensure that you are promptly removed from our mailing list.

    We will investigate why you have been receiving emails despite clicking the "unsubscribe" button, as this should not be happening. We appreciate your patience and cooperation in resolving this matter.

    Again, we apologize for any frustration caused and please let us know if there is anything else we can do to assist you.

    Kevin

    Director of Marketing

    RATESDOTCA Group Ltd.

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