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BBB Accredited Business since

Trip Mate, Inc.

Phone: (816) 523-0280 Fax: (816) 523-3379 View Additional Phone Numbers 9225 Ward Pkwy Ste 200, Kansas City, MO 64114 http://www.tripmate.com


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Description

Trip Mate, Inc. offers travel insurance plans to the public, businesses and cruiselines.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Trip Mate, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that lowered the rating for Trip Mate, Inc. include:

  • 143 complaint(s) filed against business

Factors that raised the rating for Trip Mate, Inc. include:

  • Length of time business has been operating
  • Response to 143 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

143 complaints closed with BBB in last 3 years | 87 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 1
Billing/Collection Issues 3
Delivery Issues 1
Guarantee/Warranty Issues 22
Problems with Product/Service 116
Total Closed Complaints 143

Customer Reviews Summary Read customer reviews

4 Customer Reviews on Trip Mate, Inc.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 1
Negative Experience 3
Total Customer Reviews 4

Additional Information

BBB file opened: August 27, 1991 Business started: 01/01/1989 in MO Business started locally: 01/01/1989 Business incorporated 10/11/1990 in MO
Type of Entity

Corporation

Business Management
Mr. Bradley Finkle, Owner/President Mr. Greg Takehara, COO
Contact Information
Principal: Mr. Bradley Finkle, Owner/President
Principal: Mr. Greg Takehara, COO
Business Category

INSURANCE - TRAVEL


Additional Locations

  • 9225 Ward Pkwy Ste 200

    Kansas City, MO 64114 (816) 523-0280

X

BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

6/25/2016 Problems with Product/Service
6/16/2016 Problems with Product/Service | Complaint Details Unavailable
6/15/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: see Attached docu*ent

Desired Settlement: see Attached docu*ent

Business Response: Please see attached. 

Business Response: Please see attached. 

Consumer Response:
From: <******************>
Date: Mon, May 30, 2016 at 7:11 PM
Subject: Re: You have a new message from the BBB of Greater Kansas City in regards to your complaint #********.
To: *****************************



May 31, 2016


Ms. ****** ****
BBB of Greater Kansas City
**** **** *******, ***** ***
Kansas City, MO *****

RE: Consumer Complain # ********
       Claim ID *******

Dear Ms ****:

It has been almost a year since I canceled the trip on August 7, 2015. I have been dealing with too many employees from Trip-mate, including Mrs. ***** ******, Executive Vice President of Trip mate,  but they are only giving me all kind of excuses not to pay my claim.

Please note the following items already mentioned on my previous correspondence.  

1.- I did not cancel the trip due to shingles, colitis, stress, flu, etc. even though I had them all, these were only temporary medical                     conditions. I  canceled the trip on doctor's advice, because of my spinal injury caused by the car accident. (I had bulging discs on              the cervical and lumbar areas, numbness on hands and feet, pain etc.)  I would like to know why Trip mate has not requested                     RECORDS, MRI's, X RAYS, etc. from my Orthopedic doctor, Dr. Richard Thunder?.  On August 11, 2015, I sent to Trip mate the                 signed authorization for release of information.

2.- I paid the travel insurance and the final payment for the tour on June 18, 2015, according to the instructions of the Travel Protection          Plan Summary from Trip mate that states: "PURCHASE THIS PLAN AT OR BEFORE THE FINAL PAYMENT DUE DATE AND THE          EXCLUSION FOR PRE-EXISTING CONDITIONS WILL BE WAIVED." Trip mate should honor their Plan and refund my money                  immediately. A copy of the Travel Protection Plan # ***** was sent to BBB.

3.- I already sent all the information I got from my travel companion, Dr ****** *****. 

I hope to hear fro* you soon with a positive response. Please do not force me to take court action 

Sincerely,



Dr. ****** ******* 

6/14/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased travel insurance from Trip Mate. I had to cancel my trip to health issues, which is covered in the policy, including pre existing conditions. I've submitted all of the required paperwork. They have yet to even determine the status of the claim after 5 weeks. Calls are met with excuses, 'we are really busy' is the typical response. The response time is not acceptable. I do not even know whether they plan on standing behind their product and supplying the cost of the trip yet.

Desired Settlement: I want the claim reviewed and approved, as I met all qualifications for a refund.

Business Response: Please see attached. 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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.  Based on the wording of their response, I waited to see the actual amount refunded.  It was for the full amount insured.  I thank you for the help,as it was only after you contacted them that they finally reviewed the claim and paid it out.  Regardless, 6 weeks to review a basic travel claim, where there is no need for an adjuster to visit property, is not acceptable.  Further, the calls I made to them were met with excuses versus action.  Please make sure this complaint is visible to anyone that conducts research of the company on your web site.

Regards,
******* ******

6/11/2016 Problems with Product/Service
6/9/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am filing a complaint against Trip Mate Inc., 9225 Ward Parkway, Suite 200, Kansas City, MO 64114: After reviewing consumer Affairs site I am sure this is one of many against this company. After filing for a refund for a cancelled trip due to needing surgery a(craniotomy),I have been given the run around. Requesting medical info to verify surgery totally unnecessary as trip cancelled well within time limit for full refund. It appears from comments made on your site (BBB of Kansas City) and ConsumerAffairs.com, this is a frequent pattern of this company to stall and delay legitimate claims for months. Not an acceptable business practice.

Desired Settlement: Your rating reflect the many customer's negative experience with this company, because BBB is a guide for consumers or it used to be in the past.

Business Response: Please see attached. 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

thank you for your timely attention to this matter.

Regards,
****** ******

6/9/2016 Guarantee/Warranty Issues
6/4/2016 Problems with Product/Service
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7/19/2013 Problems with Product/Service

Customer Review(s)

The customer review(s) below are un-filtered. These positive and negative reviews are not used in the calculation of the BBB Rating. If you wish to file a complaint and request a resolution to your issue please click here. This customer review section is not BBBs complaint resolution system. Customer Reviews are the subjective opinion of the individual who posted the review and not of Better Business Bureau. A customer review is not posted on a business if a BBB complaint on the same issue(s) is also filed. BBB cannot guarantee the accuracy of any customer review and is not responsible for the content of any customer review. Public comments are not customer reviews.

Customer Reviews Summary

4 Customer Reviews on Trip Mate, Inc.
Positive Experience (0 reviews)
Fusion Chart
Fusion Chart