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:08/01/2024

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I would like them to also provide a contact email of a person I can communicate directly with moving forward. I need to be able to reach a contact here regarding our account. 
  
  
  
  Sincerely,
  
  
  
  ****** ****of customer service, and I am concerned that I won't be able to reach anyone at Chubb to cancel our account if we decide to move providers.
  
  I would like Chubb to provide a direct point of contact that I can reach out to when issues arise.

  Business Response

  Date: 22/01/2024

  Hi ******,

  Thank you for your patience; I have forwarded this complaint over to our billing & collections team to investigate further.

  My sincere apologies on the delayed response on my part; I have been coordinating an office move.

  I will watch for further communication from the team and will get back to you via the BBB.

  Regards

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

   

• Initial Complaint

  Date:06/10/2023

  Type:Billing 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.

  
  
  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.

  They eventually followed up with me and finally confirmed which invoice was outstanding and I paid it immediately. 

  
  
  
  Sincerely,
  
  
  
  ****** ****

  Business Response

  Date: 17/10/2023

  Good morning ******,

  I understand from an associate that the account and invoice in question was resolved and recently paid. The company account you were inquiring about is currently sitting at a zero balance. I apologize for the frustration you have experienced in the past, we are working at correcting those issues.

  If you ever have an issue in the future, please reach out to me directly and I will make sure the right people are notified.

  Regards,

  Samantha B.
  Executive Assistant to the
  Managing
  Director & CFO

  *****************@*******.com

• Initial Complaint

  Date:29/09/2023

  Type:Billing 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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  It is simply an acknowledgement of the complaint by Chubb.  I will await a further response from them on the actual complaint.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  being issued.
  - Aug 8/23: I contacted Credit Department about refund for remaining 9 months ($474.76). This amount is the credit which Chubb posted to my account on Jun 18/23. They did not acknowledge my email, reply to it or send me a reimbursement.
  - Aug 30/23: I followed up the credit department, the cancellations department & Ottawa Branch Administrator, Irene J.. Ms. J. forwarded my email to Customer Care (Buka M.). Buka advised on Aug 31/23 that I should be contacting the credit department. Ms. J. forwarded my email the same day to the credit department requesting that someone look into it & respond.
  - Sep 30/23: credit department has still not acknowledged my request, not responded to my request, nor issued me a refund.
  
  I am requesting that Chubb reimburse me for the monies they owe me ($474.76) as well as confirm my account is closed & that I won’t receive or be charged for services or equipment that have been cancelled & are no longer connected or in use.

  Business Response

  Date: 02/10/2023

  Good afternoon *****,

  I am sorry you are having such a hard time and thank you for providing me with as much back up as you have done. I have forwarded your information and complaint, along with all your attachments to some of my colleagues. 

  I will follow up with them on your behalf and will work to get this resolved for you.

  Regards,

  Samantha B.
  Executive Assistant to
  the Managing Director & CFO
  
  Chubb Fire & Security Canada
  **** ******** *****
  ************ ** *** ***
  *****************************

  Business Response

  Date: 18/10/2023

  The refund has been approved and marked as urgent for escalation as of Monday Oct 16th.
  
  REFUND REQUEST FOR ****** RESIDENCE CUST # ********
  
  CUSTOMER NAME:  ****** RESIDENCE
  
  CUSTOMER # ********
  
  AMOUNT $ 474.76
  
  REASON: TERMINATED JUNE 17, 2023
  
  ADDRESS: *** **** ****** ******* ******* *** *** ***
  
  Regards,
  
   
  
  Samantha B.
  
  ********* ********* **
  
  ***** ******** ******** ********
  
  ****** ************ ***

  Customer Answer

  Date: 26/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  The refund which was "approved and marked as urgent for
  escalation" has yet to be received.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 30/10/2023

  Good afternoon *****,

  I followed up last week and had confirmation that the refund was processed early last week and included in the cheque run late last week. You should hopefully have the cheque this week. Please keep me posted if you do not have it by Friday Nov 3rd.

  Regards,

  Samantha B.
  Executive Assistant to the
  Managing Director & CFO

   

  Customer Answer

  Date: 03/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  The efforts by Samantha to resolve this issue are very much
  appreciated.  It is Friday, Nov. 3rd and the refund has not yet been received. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 20/11/2023

  Hi *****, I am following up with the team that worked on the initial complaint and issuance of cheque.

  Thanks,

  Samantha

   

  Customer Answer

  Date: 05/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I have not yet received the
  cheque with the correct payee name.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 07/12/2023

  Hi *****,

  The cheque re-issue in your name was processed Nov 29th and was included in this weeks mail out. Please let me know if you have not received by end of next week.

  Regards,
  
  Samantha B.
  Executive Assistant to
  Managing Director

   

  Customer Answer

  Date: 13/12/2023

  
  
  A cheque dated December 7, 2023 in the amount of $474.76 payable to me, was received today.  Please close my file as I am satisfied with the outcome. 
  
  I would also like to express my thanks to Samantha for taking care of this matter.   
  
  ***** ******