ComplaintsforCAA Atlantic

• Initial Complaint

  20/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have auto insurance with CAA. I was in a collision (not my fault) September 8th I believe. CAA is ghosting me and offering no assistance. I've had 2 emails from them and the last one states I can get a rental car anywhere but I need their approval. Its been almost two weeks and I have no approval. You cannot call CAA. The wait for a live answer is over an hour and they keep putting you on hold until the call drops. Then you have to start the cycle over. They do not respond to my emails. I went 4 days without a car before getting one myself. I had to go to Woodstock at my expense. I have a rental now but do not know if I am covered. They refuse to tell me I am fault free even though the answer is obvious. Its been almost two weeks and they have not even sent out an appraiser yet. If I am at fault (which I'm not) I am only covered for $1200. That has almost been used up. CAA has told me if we get the vehicle fixed at their choice, they will expedite the claim but if I chose my own it will cause delays. I have not chosen a repair shop but the vehicle is at an autobody shop 2 mins from my home. The want it to go to Edmundston. I do not know anyone at the shop but the are accusatory suggesting I know someone there. It is there because the police picked and called the towing company. I said there are two shops in town and I would be willing to get quotes from both. They said no. I don't care who fixes it but it is more convenient to have it done in town. They are purposely avoiding me and offering no help. Please intervene ASAP as this is all stressful and costs are rising. There will be storage fees at the Autoworks if they are not selected. CAA is supposed to be in my corner but the only want to play games and increase the stress. I am a 70 yr old widower and their actions are causing me to be despondent. I need your help.

  Business response

  23/09/2023

  Good day, 

  This communication has been shared with CAA Insurance with whom the client is insured. CAA Atlantic is not the insurer in this case. I have shared the details of the BBB complaint with CAA Insurance Company who have acknowledged the complaint and escalated to the Ombuds office.

  I will update the file as I learn more. 

  For reference the matter should be addressed with CAA Insurance Company, 60 Commerce Valley Drive East, Thornhill, Ontario, L3T 7P9.

  Sincerely, 

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

  CAA Atlantic 

   

  Customer response

  25/09/2023

   I am rejecting this response because: CAA is still stalling with my claim. My claim stalled for 2 weeks with **** ****** . Then he passed it to *** ***** who obviously said "I just got the case and have look had time to look at it." Now he asked me to do something I cannot do (get a police report) and he should know I cannot. He stated otherwise it would take 6 weeks. Grand Falls Police state otherwise. The will respond immediately with an email. Now you have sent me a letter from the business passing the complaint from one department to the next which should take one minute to email. We are 2 and a half weeks in and no appraiser has come out creating needless storage charges. It was an accident clearly no my fault and after all this time I have received no assurances that my rental car will be covered. That is all I seek at this time. I want to be reassured that ALL my expenses will be covered.
  
  
  

• Initial Complaint

  30/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We booked a vacation with CAA Atlantic Vacations, and paid almost an additional $1000 for an upgraded room in an adults only section of the resort. When we arrived, we were given standard room in the middle of the resort. We thought there must be a mistake, as you had clearly told us we had a deluxe room in the Adults section of the resort—and we had paid a premium for this. Prior to that, we were to have an oceanfront room. The clerks told us the resort was now completely booked, and neither oceanfront nor adults only was even possible. Even if such rooms were available, they would have charged us between $40 and $90USD per day. So we had a standard room with mildew and semi-functional AC, and are flanked by rooms with young children. We spoke to the *** ****** rep, who told us the request had never actually been made, and that this is between us and our booking agent from CAA Vacations. This is the culmination of a pattern of disorganization and miscommunication that we have observed since we began this booking CAA. As you know, we’ve had avoidable issues around our transportation to the airport, short-notice billing before Christmas, and significant delays in communication and booking that increased our trip costs (my return ticket is almost triple the cost of my spouse's, for example). Even when sending itemized, numbered email requests for action or clarification we’d often receive scattered partial replies. We made a complaint with the company on February 18th looking for a refund and compensation for this error. It's been almost 5 weeks since we returned and we haven't received a resolution despite frequent follow up. We now find ourselves at the end of a long and frustrating journey with CAA Vacations, and having paid many hundreds of dollars or more in unnecessary booking costs and lost value.

  Business response

  10/04/2023

  Hello there. Please find the attached details of the booking and progress towards resolution.

  *** ****** Vacations have acknowledged the complaint and are working towards resolving it. There has been regular contact with the client since the issue was brought to CAA's attention. AVC provided an estimated timeline of 6 weeks for resolution, based on when the complaint was raised with ACV, that should be any day now. Funds were paid to the supplier, ACV via credit card and therefore ACV would need to provide the refund to the client. 

  We will advise the client and the BBB when we hear more. 

   

• Initial Complaint

  16/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In July we added the RV package to our CAA account and added our son who was with our RV at the time in Michigan. He tried to get help on July 17th and they made him wait three hours and never sent help. Just a text saying to find his own help and keep the receipt to turn in. We had to hire someone on our own. Today we called to have our **** picked up ( at 9:00am) and we are now 3:45 pm and no one has contacted us , again,. so we have spent over 500 dollars and cannot get any help at all. I called today cancel the RV coverage and cannot get any money back for cancelling early. They told me the receipt my son sent me is over the three weeks that is needed to turn it in by so we cannot claim the 300.00 we spent, on top of the CAA fees, to get our RV moved. Just now, we finally got through to someone re roadside not coming and they said there was a system error and the Baddeck Towing never got our request so they were going to try again. So now it is the end of the day and our **** is still here not working.

  Business response

  18/01/2023

  Good day, 

  Our Member Service team spoke to the member yesterday and advised that we would be able to provide the 300USD reimbursement for the tow they paid for themselves as well as provide an additional $200 credit to the member account for a full recovery of their costs for the membership. The client was happy with this outcome and noted that they would be in touch with the BBB to advise of the resolution. Our normal policy is to refund for the towing in these cases (the US had service issues with access to towing this past summer) which is a standing process. We were unable to confirm that we received a previous request for refund of that tow. 

  With the client verbally confirming their satisfaction of this resolution we will consider this one closed. Please feel free to reach out for any additional information or to discuss further. 

  Sincerely,

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

   

  Customer response

  19/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18820533, and find that this resolution is satisfactory to me. I had hoped to wait until I received the reimbursement but that is not a choice. I need to respond within 7 days. I am satisfied w thé RV reimbursement but I  think that the 200 credit for next year will not be used. I accept the fact that they will not not count my call for **** as one of my five for this year which is not mentioned but was stated to me when the second tow truck was indeed sent out the next day. I will contact BBB of Canada if I do not receive the 300 USD.

  thank you for your help

  *** ******** 

• Initial Complaint

  18/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  OCT 18 2022,I am a CUSTOMER with CAA,I pay $129,75 a year for Services,I called for a tow truck to take my car to the Garage.CAA told me that ** ****** of AMHERST NSMwill be there within an hour,I waited and waited,no tow truck,then the man called my cellphone from **************saying that he would be there at 7 p.mAGAIN I waited,no show,texted him back he stated that he was taking his dog out first,waited again,called CAA back,because we were into 2 hours of waiting,they CAA adviced to wait another 10 minutes,we called CAA to cancel the Tow Truck from ** ******,no other Service was offered to me.I am not satisfied with this service from either party.I feel that because I pay CAA this much.that I should be recieving the service.I feel that I have been defrauded by this Company.we have been with this COMP[ANY for almost 3 years,and this is the worse service that I have ever recieved.I trust that CAA does not pay ** ******,and recommend that they do not send this Company to other Customers,known that they are a no show and stated that they were taking their dog out first,and still not show up.This is very poor Business.and there were others who witnessed this service tonight,which I am sure that they will repeat this UNPROFESSIONAL SERVICE both with CAA and ** ****** of AMHERST NS.I want to be sure that the no show does not go against my service that I did not recieve.

  Business response

  10/11/2022

  We have issued a cheque in the amount of $120.92 to Mrs. *********. The check will be sent my mail today as she requested.

  According to our records she was at a residence at the time she requested the towing service, not on the roadside. The call would not have been flagged as a high priority because CAA was advised that the Member was safe at a residence.

  In Amherst, our service is delivered by contractors. A contractor was dispatched as requested but became delayed.

  The tow truck dispatched was flagged down by an **** officer to assist in clearing an MVI. That took some time and was the reason for the initial delay. Then the driver did reach out to the member to advice them of the further delay because of his need to return home to let out his dog. The Member cancelled the service call soon after. There was no request for a refund made to CAA that we can see.

  This is unusual circumstance to cause the delay. Our usual response times are within 30 minutes.

  I hope this helps to explain the situation and the resolution.

  Please feel free to reach out to me directly should you require any more information.

  Sincerely, 

  *****

• Initial Complaint

  27/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  On February 11, 2022 my truck was stolen. I called filed a claim. From February 18, I received new information on my stolen truck and I attempted to reach them through email and leaving phone messages. Today is now February 27th and I still have not heard from CAA. I tried all last week calling a couple times a day leaving messages and I got no reply. I had to find a way to have my truck brought home cause I was told by the tow company who had my truck they were going to crush it I i did not have it removed from their property. The cost was $524 to have the truck brought to my house here in moncton. There is considerable damage to my truck. I am asking to have it repaired and be reimbursed the towing fees. Can you help me.

• Initial Complaint

  28/12/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  After being unable to start my vehicle, I decided to acquire a CAA Atlantic membership to have my car towed to a garage. I called the Roadside Assistance department and asked to have my car towed. The employee asked me a few questions including if my vehicle made clicking sounds when I tried to start it, which it did. The employee proceeded to tell me I needed a boost, not a tow. I tried explaining to her that my car had been towed to a garage 2 days earlier where my battery was replaced with a brand new one, and that a boost would likely be ineffective. She did not listen to anything I said, and sent someone for a boost regardless. Of course, the boost didn't work and now my car is still sitting in my driveway. I called CAA to let them know that I was unsatisfied with the service they had provided, and I was told that they would "look into it". Now, despite being sent a boost when I had clearly asked for a tow, CAA Atlantic has still decided to count this incident towards one of my service calls.

*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. ↩