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:11/08/2024

  Type:Service or Repair 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 incurred approximately $1400 in expenses due to a cancelled and rebooked flight for days after the original departure date. I promptly submitted my claim and supporting documents and it is now 3 months since the submission with no resolution. Every time the business emails, I promptly respond only to wait for 2+ more weeks. It seems the travel protection offered by ***** is either an empty promise or reserved for those who are willing to participate in a many months' long song and dance. So disappointing.

  Business Response

  Date: 11/22/2024

  Please find the attached letter as a response to the filed complaint. 

• Initial Complaint

  Date:11/04/2024

  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.

  After the airline lost my bag, I contacted Eclaims as my card benefits service provider. I complied by fulfilling all their documentation requests. However, each time a different employee would respond and ask for the same documentation over and over again. I called multiple times. And after waiting 60min and more, they just told me to send the documentation once again. So I had provided a plethora of documentation with all details. Including the property irregularity report, "settlement" from common carriers. But then Eclaims started delaying by asking for "Relationship to other travelers?". There were no specifics. My response for clarification and details was left unanswered. It appears they delay as long as possible, hoping customers will forget and they pocket the pay-outs. This benefit (lost luggage) handled by Eclaims seems like a scam provided by ************ card services through their "premium" card ***************** It's a marketing scam to make the $550 annual fee look like it's offering benefits in return, but in reality customers will never get any of the benefits because ************ affiliates **** **** behind bureaucracy and repeated requests to the customer. Please see the supporting documentation, in Dec 2022, Eclaims requested documentation. I provided everything. And in their latest communication (they were many emails and calls in between) they're still just delaying.

  Business Response

  Date: 11/07/2024

  Please find the attached letter as a response to the filed complaint.

• Initial Complaint

  Date:11/04/2024

  Type:Service or Repair 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.

  Auto damage claim while traveling was denied for failure to file timely. In fact, claim was filed within the time limit from invoice being received. I could not have filed a claim if I was unaware what the charge was. See letter attached.

  Business Response

  Date: 11/07/2024

  Please find the attached letter as a response to the filed complaint. 

• Initial Complaint

  Date:11/01/2024

  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.

  I rented a car from *****. The car was damaged during the rental period. I have rental car insurance through my credit card provider, that insurance is EClaims. I filed my claim with them immediately after finishing my rental. I provided all documents they requested. They rejected my claim with a statement that I needed to provide additional documentation. I called them and spoke with an agent, who reviewed my submissions and told me that she could not see anything missing or incorrect. She said she would add a comment to my claim and I would receive another update, but as far as she could see everything was done correctly on my end. I got another rejection through email. I started communicating with them through email only, so that I'd have a conversation history, but each response from them takes two weeks to arrive and this has now carried on for months. I asked several times what was wrong with my submissions. Eventually they stated that they required an "itemized list of repairs" instead of the single "cost of repairs" line item provided by *****. ***** does not provide any itemized list of repairs. I've contacted ***** twice asking if there is any way to have one generated, but they do not respond to my inquiries. I have submitted all requested documents to EClaims, but they are refusing to approve my claim because they want a document from ***** that ***** does not provide. They have the total cost of damages. That was listed in my final receipt, and that was what was billed to my credit card.

• Initial Complaint

  Date:10/31/2024

  Type:Billing 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.

  I am filing this complaint due to an unfair claim denial by ********************** My wife and I live in *******, and on May 23, 2024, my wife booked her trip to ******. At the time, there was no government advisory or indication of war or terrorist activity in ********** August, the ***************** issued an advisory against travel to *******. As a result, my wife paid a 200 EUR ($218.64) rebooking/change fee on August 12, 2024, for herself and her sister. This fee is covered under the Trip Cancellation/Interruption benefits of my card, for which I pay a $95 annual fee. However, Card **************** rejected the claim, citing Terrorist Activity as a reason and referencing the Whats Not Covered section of their Guide to *********** reviewing the Benefits Guide, I found the following:Whats Not Covered:War, undeclared war, civil war, insurrection, rebellion, revolution, or warlike acts by military force or personnel; War does not include terrorism.According to this language, Card **************** differentiates between war and terrorism, implying that claims might be denied due to war, but not terrorism alone. Based on this, I do not understand how the claim could be rejected solely on grounds of terrorism.Furthermore, airlines in Card **************** ************* network, such as ****************, ***************, and **********, have continued flying into ****** and are still doing so today. If Beirut is still a safe enough destination for these partner airlines, it is inconsistent and unreasonable to deny my claim.I have two credit cards with ***** that partners with Card ****************, totaling over $30,000 in credit limits. Due to this unsatisfactory response, I have already canceled one card and intend to cancel the second if my claim is not fairly addressed. Card **************** reasoning appears inconsistent with its stated coverage guidelines.

  Business Response

  Date: 11/06/2024

  see attached

  We received the consumers complaint submitted to the Better Business Bureau serving Central
  ******** (hereinafter BBB). The claim was adjudicated by *********************************
  Company d/b/a ********************* (***), the third-party administrator assigned to process
  claims on behalf of *************************. In the complaint, it is indicated that the claimant
  was not satisfied with the claim denial as there was no travel advisory in ******* at the time of
  purchase and is looking for reimbursement for the change fees he incurred.
  To clarify, the consumer does not purchase a policy of insurance; they receive the complimentary
  Trip Cancellation benefit due to their relationship with ***** and through use of their *****
  Sapphire Preferred credit card to purchase the trip. The financial institution provides the consumer
  with a Guide to Benefits (GTB) which contains all benefit terms and conditions therein.
  Please be advised that the complimentary Trip Cancellation benefit provided through the consumers
  card reimburses for the non-refundable expenses due to Covered Losses. The Trip Cancellation
  Insurance benefit provides reimbursement for Eligible Travel Expenses that arise from a covered
  loss. A review of the claim file confirms the trip was cancelled due to terrorism and war. To qualify as
  a covered loss due to terrorism, the claim must meet the following criteria, as outlined in your Guide
  to Benefits:
  Terrorist Incident within twentyfive (25) miles of You or Your Traveling Companions place of
  permanent residence within thirty (30) days of Your Scheduled Departure Date; or a Terrorist
  Incident within twentyfive (25) miles of an airport, booked lodging, and/or Host at Destination
  location listed on the itinerary within thirty (30) days of the scheduled arrival

  Customer Answer

  Date: 11/06/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  First of all, I do not own a ************************ credit card. I used my ********************* mileagePlus travel credit card to purchase the trip. I believe the benefits for this card might differ than the Sapphire card and focuses more on the travel industry.
  Secondly, this claim is not about trip cancellation. This claim is about a change/rebooking fee that is clearly covered in the benefits list of coverage (Benefit_Coverage.jpg).
  Thirdly, the trip was not cancelled due to terrorism and war,it was canceled because the State Department was advising Americans to leave ******* and was preparing to evacuate citizens. So why would someone fly into ******* when people are being told to leave.
  The ticket to ******* was purchased on May 23, 2024 and the State Department was advising WORLDWIDE CAUTION for travel to ******* advising **** citizens overseas to exercise increased caution. Stating that **** citizens should: Stay alert in locations frequented by tourists, including Pride celebrations and venues frequented by LGBTQI+ persons. Here is a link a few days before the ticket was bought. **********************************************************************
  Then, on August 8, 2024, a few days before the scheduled flight to ******* on the 13th, the **** State Department changes from a WORLDWIDE CAUTION to a SECURITY ALERT and is no longer advising Americans to travel to ******* with caution, but is advising Americans to leave ******* on any flight they are able to book to get them to safety. **********************************************************************************.
  A representative from ******* called me on Friday, November 1, 2024 and proceeded to argue with me about what is considered war and what is considered terrorism. As a retired *********** having served in many combat zones and actually meeting my current wife while serving in ******, ******* during the war in ******* *********, and having lost 241 of my *************** to a terrorist bombing on October 23, 1983, I feel like Im qualified to know what they both are. Besides that, the ******* representative lied to me and said that there were advisories against travel to ******* since 2021. This is not true, a complete lie because there were only cautionary advisories like this one from 2022: ***************************************************************************.
  
  Fourthly, Card Benefits ******** states in their policy that whats not covered in the benefits is war. And in the same sentence, the policy states that war is not terrorism (Not_Covered.png).
  So, Allianz Global/Card Benefit ******** rejecting my claim on the grounds of terrorism (Claim_Rejection.pdf)is undoubtedly a mistake and to deny my claim goes against their own policies and clearly emphasizes the fact that they have chosen to act in a discriminating manner towards my wife ******, most likely because of her last name; ***** *****.
  Finally, I am not attempting to qualify this as a covered loss due to terrorism, as Allianz suggests. Instead, Allianz appears to be redirecting the issue with technical language. This is simply a request to cover a rebooking fee, prompted by a **************** travel advisory issued shortly before my wife and her sister's scheduled flight to *******, advising individuals to depart from the country.
  
  Regards,
  
  **** ********
  
  
  
  
  

• Initial Complaint

  Date:10/30/2024

  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.

  I have this companies benefit on my travel card. I have had a claim open since august 2024 with all the supporting documents for a valid claim. They will not answer my phone calls or emails. The one time that I did receive a phone call, they told me that my claim was approved and to order a new piece of luggage so I did. Now they are refusing to pay the claim & not answering my phone calls again. They even admitted to me that they had told me to order the luggage but it was a "Mistake". I just want my claim paid out. It is valid & proper with all information requested.

• Initial Complaint

  Date:10/17/2024

  Type:Customer Service 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.

  I am a Chase ******** **** Holder and have built in travel protection benefits. During a flight an airline lost my bags from 8/1/24-8/10/24. During that time I purchased clothing and toiletries for myself and my son as the airline had no *** on when I may receive my bag and started the process of declaring it lost. I filed a claim on 8/27/24 through eclaimsline as the Chase ************** directed. I submitted all documentation and received emails asking for more. The last email I received on 9/10/24 stated that they needed confirmation of my bag delivery, and that it could be an email. I submitted the email chain (which had previously been submitted) showing with timestamps when they found and when I notified them that I had received it. I called back approximately 2 weeks later and had been told that leadership told the claims agent that they needed to call the airline to verify. I was told the claims agent would be in contact in 48 hours and never heard back. I have called back multiple times on long wait times with no resolve. My claim handler is ****** *.

  Business Response

  Date: 10/29/2024

  Dear ****** *****,
  
  
  Thank you for your email. It is our pleasure to reply. Unfortunately, we were unable to locate your claim with the information provided. Please reply with your ten digit claim number so we can better assist. It will start with "000" or "00"
  
  
  Regards,
  
  ***** *.
  
  Card Benefit Services
  
  P.O. Box 72034
  
  ********, ** 23255
  
  Tel: ************** opt. 3
  
  Fax: ************
  
  E-mail: *********************************************************

• Initial Complaint

  Date:09/25/2024

  Type:Order 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.

  I filed a trip Cancellation reimbursement through eclaims due to a medical emergency. After a month of back and forth and them asking for different documents, they call to tell me that the hotel expenses that they have been requiring me provide documentation for are not covered. I pulled my benefit guide for the credit card and it clearly states "Eligible Travel Expenses are Non-Refundable prepaid travel expenses charged by a ******************************* Tour Operator, Provider of Lodging, rental car agency, Rented Recreational Vehicle Provider, commercial recreational excursion provider, Cruise Line, airline, railroad, and other Common Carriers). It clearly states that my non-refundable prepaid hotel expenses (provider of lodging) are covered on this credit card.

• Initial Complaint

  Date:09/17/2024

  Type:Customer Service 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 rented a car from Ariz Car Rental on 1/28/24 using my ******************* which provides primary car rental collision coverage administered by eclaims. I had a collision with the rental vehicle and filed claim #********** with eclaims. Ariz Car Rental charged $3000 to my credit card as an initial damage deposit in January, and an additional $2000 to my credit card in July, and sent me a damage estimate, pictures, from the body shop, and a demand letter for a total of $10,106.13 I filed a claim with eclaims and sent in every document eclaims requested. After several months eclaims reimbursed me for the initial $3000 charge to my credit card. They never reimbursed me for the $2000 charge nor did they address the rest of the $10,106.13 bill from Ariz.After several more months and multiple calls and emails Eclaims claimed that Ariz Car Rental has not set up an appointment with the Eclaims inspector to examine the car so eclaims was closing the claim. I spoke to Ariz Car Rental who said that neither Eclaims nor the insurance inspector ever reached out to him or left him any contact info. I reached out to eclaims both by phone and email, asking them to provide me with the contact information for the inspector so that I could personally provide it to Ariz Car Rental so he can schedule an appointment with the inspector so the claim can move forward. Despite several calls and emails eclaim never ************ has now been almost 8 months since the incident and eclaims is leaving me with the bill despite guaranteeing primary collision coverage, and is not responding to repeated requests for info to help them complete the claims process. They appear to be intentionally stalling to avoid paying the claim they are responsible for. I relied on the ***** primary rental collision coverage when I rented the vehicle and am entitled to have eclaims honor the claim. I have provided every document they requested, some multiple times, yet eclaims is not honoring its commitment.

• Initial Complaint

  Date:09/16/2024

  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 am trying to for the past few days to file a new claim with Eclaims.Their website fails consistently at different stages of the filing process with ************************************************ and a message "Please be aware, we are currently experiencing extremely high call volumes. If you have questions about coverage or how to file a claim, please visit our FAQs or Glossary of Terms page. "I have email the company to provide me a solution for filing a claim but have not heard back.

  Business Response

  Date: 09/26/2024

  Thank you for your email. It is our pleasure to reply. Unfortunately, we were unable to locate your claim with the information provided. Please reply with your ten digit claim number so we can better assist. It will start with "000"

  Customer Answer

  Date: 10/01/2024

  Dear ******* *****,

  My claim id is: **********.

  I have been contacted back by eclaims with a resolution.

  Thank you for your help and time. We can close this complaint.