Complaints

This profile includes complaints for B C A A's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  B C A A

  4567 Canada Way Burnaby, BC V5G 4T1

  
• 

  B C A A

  D1 15251 101 Ave Surrey, BC V3R 9V8

  
• 

  B C A A

  501 6 St New Westminster, BC V3L 3B9

  
• 

  B C A A

  1527 Lonsdale Ave North Vancouver, BC V7M 2J2

  
• 

  B C A A

  618 5300 No 3 Rd Richmond, BC V6X 2X9

  

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:06/08/2025

  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.

  Today I received an email from EVO car share in regards to an outstanding balance past due ************************************************************************************************************** I have outstanding balance of two dollars. It was an annual payment for insurance. Because I registered an account last year. I have never used it in their service and never intend to use their service. I was very lucky that I had to switch my credit card so they were not able to charge me. Otherwise I would never find out how big of a scammer they are. I vaguely remember that I was checking out the prices as I was comparing prizes for a possible ski trip, but at the end, I never used any of the car services that I researched on and end up driving using my own vehicle. I cannot believe that a company like that would charge miscellaneous fees from consumers who simply registered. I never received any other notice from them to remind me of the account. They simply charge you without telling you. I would have been charged without knowing if I had not cancel my previous card. Everyone deserves to know this way of unethical practice. Very very **************.

  

  Business Response

  Date: 06/08/2025

  Hi *** **** ****,

  Thank you for reaching out and providing the opportunity to connect with you. I understand that an Evo team member has reached out and removed the charge from your  account and that this is now resolved.

  For future billing concerns, you can visit us here: ******************** which explains that, to be eligible for insurance as a car share operator, Evo is required to charge an annual fee.

  Kind Regards,

  ****-**** *******

  Manager, *************** **********************

• Initial Complaint

  Date:31/07/2025

  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.

  I booked my evo at around 4:50 to get to lougheed mall in *******. I parked my car in the parking lot and since it is a zone, I ended my ride. I went in for some shopping a later went to *******. I got an email after about 3 hours that I got a fine of $315 for unauthorised parking. I saw around 4-5 evo cars parked in the same area. I also have photo to prove it. The parking area states that I have maximum 4 hours of parking, so there should be no problem parking my evo. Since they have included the area in a zone and i did not want to pay for a stop over, I ended my trip, with thoughts of booking it again after im done with my business. I would like to complain about this please, thank you.

  

  Business Response

  Date: 31/07/2025

  Hi Arf,

  Thank you for reaching out and we are sorry to hear this.

  We will have someone from our Evo team connect with you.

  Kind Regards,

  ****-**** *******

  Manager, *************** **********************

  Customer Answer

  Date: 31/07/2025

   
  Complaint: 23682113
  
  I am rejecting this response because:

  I acknowledge your offer to refund the amount, let me be absolutely clear, a refund is not enough. *** charged my credit card without warning, notice, or consent which is a blatant overreach and violation of basic consumer rights. This charge was made unilaterally and without any opportunity for me to respond or dispute the claim beforehand.
  Additionally, your attempt to shift blame onto me was entirely baseless. I parked the vehicle in a clearly marked 4-hour legal parking zone, as permitted by City of ******** parking regulations. I do not and will not adhere to arbitrary or unpublished "Evo parking rules" that contradict public road laws. I will follow the law set by the city, not internal policies that *** chooses to enforce without transparency.

  
  Your actions caused unnecessary stress, inconvenience, and financial disruption. A mere refund does not correct the damage done, nor does it address the inappropriate way this matter was handled. I am demanding additional compensation for the mishandling, false accusation, and unauthorized withdrawal of funds from my account.
  Please respond promptly with a proposal that reflects a fair resolution
  
  Sincerely,
  
  Arf Marediya

  

  Business Response

  Date: 31/07/2025

  Hi Arf,

  As discussed, we appreciate you returning to relocate the vehicle after being notified. While we understand your frustration, the $315 Unauthorized Parking Fee has already been fully refunded as a gesture of goodwill.
  
   That said, Evo members are responsible for ensuring vehicles are parked in approved areas to avoid potential charges, even within public lots with time restrictions.
  
  These requirements are outlined in our Member Terms and Conditions, which you can review here: *************************************************
  
  While we recognize the inconvenience, we will not be offering additional compensation. We encourage you to use ***-approved parking or the Stopover feature in the future to help avoid similar issue.

  Kind Regards,

  ****-**** *******

  Manager, *************** **********************

  Customer Answer

  Date: 01/08/2025

   
  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.
  
  Sincerely,
  
  Arf Marediya

• Initial Complaint

  Date:31/07/2025

  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.

  BCAA is my home insurance policy company. Last year's insurance for my home policy is over $6000, (a huge increase from the year before). This year, it is over $10,000, a huge increase, so the insurance increase is doubled over the past 2 years. They usually send letters to renew insurance, this year, never gotten the letters!!! Not too long ago, I gotten a non-payment on my policy for the $10,000 renew! For such a huge amount, and not being notified, I decided not to renewal. Now BCAA say that if you cancel now, there is over $500 penalty. They say I agree to automatic renewal terms! My complain is that for such a huge amount, no calls, no letters, no further notification, just deduct directly from Bank shouldn't even be legal! My family has being with BCAA since early 1980s! Recently auto renews, (as I have other rental units with insurance from BCAA), I have not receive renew notice either! There is no confirmation, just auto deduct.I like to BCAA to remove my "cancellation fee", as I never agree to renewal in the first place!Second they really should put in a policy where rate increases to certain percentage, there should be an automatic contact with the policy holder for confirmation!

  

  Business Response

  Date: 31/07/2025

   

  Hi Mr. **************** you for reaching out and sharing your concerns. Were sorry to hear about your recent experience and appreciate you taking the time to bring it to our attention. We understand how upsetting this situation must be, and we want to help. A member of our ************* Team will be in touch with you directly to discuss this further.

  Kind Regards,

  ****-**** *******

  Manager, ************* - **********************

  Customer Answer

  Date: 31/07/2025

   
  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.
  
  Sincerely,
  
  *** ***

• Initial Complaint

  Date:11/06/2025

  Type:Customer Service 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 requested cancellation of my BCAA subscription. I do not require ongoing rewards, I have been a member since 2019. Outside the auto renewal date ***** period by only few days (45 day ***** ******** It seems unreasonable, as I have not used any of the services or towing in the last year. Incredibly poor customer experience and loyalty.

  

  Business Response

  Date: 13/06/2025

  Hi ********,

  I have reviewed your file and can confirm that this matter has now been taken care of. While your request to cancel was received just outside the 45-day ***** period for auto-renewals, we understand that these situations can be frustrating.

  Although our policy outlines a specific ***** ******* we strive to approach each situation with fairness and flexibility. Im pleased to see that we were able to resolve this issue for you, and I hope this outcome demonstrates our commitment to member satisfaction.

  We appreciate your past loyalty and thank you for taking the time to share your feedback.

  ****-**** *******

  Manager, *************** **********************

• Initial Complaint

  Date:22/04/2025

  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.

  This complaint is for the forced, unsolicited, unauthorized auto-renewal of BCAA membership.The BCAA support bot / technicians claim that a renewal notice was sent by post, as I had disabled marketing emails. I never got this notice. I think renewal notice does not qualify as marketing email, and that they should have explicitly confirmed consent before the auto-renewal went *********** they claim that the membership cannot be cancelled mid-year and I owe the full year's membership amount.I want them to refund the entire amount that they have charged me till now back to my bank account.

  

  Business Response

  Date: 22/04/2025

  Hi Amit,

  Thank you for reaching out to us.

  Our memberships are purchased on an annual basis, and as part of our process, we send out a renewal reminder 30 days in advance of the membership's expiration. This reminder states that the membership will automatically renew unless we are contacted for any changes or cancellations.

  We understand that sometimes circumstances change, and we do allow for backdated cancellations within 45 days after the renewal date, provided that no emergency roadside service has been requested

  You can find more information in our terms and conditions here: *************************************************************************************************************************************************************************************************

  Kind Regards,

  ****-**** *******

  Manager, *************** **********************

  Customer Answer

  Date: 24/04/2025

   
  Complaint: 23225155
  
  I am rejecting this response because: If your consumers don't get the reminder, you are putting them in un-approved financial burden, like in my case.

  The only resolution is for you to refund full amount you've charged me till now for this year. And change the auto-renewal policy for everyone to consent / opt-in only.

  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 24/04/2025

  Hi Amit,

  Thank you for your message. Our memberships are sold on an annual basis, which ensures continued peace of mind by maintaining uninterrupted coverage for our members. Renewal reminder notices are mailed in advance, and we rely on our members to review the mail we send to stay informed about upcoming charges or changes.
  We also allow a 45-day window after the renewal date during which members can request a backdated cancellation, as long as no roadside assistance has been used. This grace ****** gives our members time to review their bank or credit card statements and reach out with any unexpected charges, questions or concerns. Since we did not hear from you until six months into the current membership term, we are unfortunately unable to issue a retroactive cancellation or refund. However, we can confirm that your membership has been cancelled effective the end of this current term.

  Kind Regards,

  ****-**** *******

  Manager, *************** **********************

  Customer Answer

  Date: 29/04/2025

   
  Complaint: 23225155
  
  I am rejecting this response because: I never received the notification/notice of the auto-renewal - I refuse to accept that the forced silent auto-renewal.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:04/02/2025

  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.

  On Feb.3.2025, I had an accident where my vehicle ended up in a ditch. I called BCAA, who sent a service provider for a tow/recovery. The service provider upon arrival, stated they will not be conducting any recovery operations while there is snow on the road, and will not be attempting a recovery today. They stated they will continue to evaluate conditions in the following days.I have a current premier membership with BCAA, which includes a two-day car replacement policy, subject to terms the vehicle must not be usable, and the rental car must be arranged through BCAA.I called BCAA today (Feb.3.2025) and spoke with ****** to initiate a two-day car replacement, a benefit of my premier membership with BCAA. The agent stated they are unable to provide a two-day car replacement as my vehicle cannot be assessed as "disabled" since the vehicle has yet to be towed. However, BCAA's service provider has refused to attempt to tow/recover the vehicle. The agent stated they can have a supervisor call me back in 72 hours if I am unsatisfied, and cannot assist me further.BCAA has failed to provide the two-day car replacement per the membership agreement, stating they cannot provide a two-day car replacement until my car has been recovered, which BCAA's own service provider has refused to do until the roads are clear which could take days. BCAA has failed to provide any other means of attempting to resolve the issue in a timely fashion, and is leaving me with no option but to make my own arrangements, out of pocket, despite BCAA's obligation to their member. I have been a BCAA member since 2021.

  

  Business Response

  Date: 04/02/2025

  Hi Mr. ***************** you for reaching out. We are sorry to hear this as it does sound frustrating. We will have someone from our ************* team take a look into this and connect with you. 

  Kind Regards,

  ****-**** *******

  Manager, BCAA - *************

• Initial Complaint

  Date:16/01/2025

  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 went online to see how much more it would be to upgrade to basic BCAA. I never intended or wanted to upgrade. I merely wanted to see what the cost difference would be.Upon doing this somehow the website upgraded me without me ever confirming an upgrade or even entering my credit card number.I never agreed to an increase, I never agreed to finance this increase amount *********** Im told I cant downgrade or cancel my membership and Im stuck with it despite being completely unable to use it because I dont have a car

  

  Business Response

  Date: 16/01/2025

  Hi ******,

  Thank you for reaching out and it was a pleasure speaking with you this morning.

  As discussed, I have adjusted your BCAA membership to the Go membership and back dated to the effective date of your membership term. The refund has been applied to your monthly payments for the Go membership so there will be no further payments coming out of your account this year. The remaining refund will be applied to your renewal of your Go membership.

  Thank you,

  ****-**** *******

  Manager, *************** **********************

• Initial Complaint

  Date:30/12/2024

  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 am wishing to cancel a rental property insurance policy as it is no longer needed. I was given the option to transfer the policy to another property, which is of no use to me, or to pay a fee. I asked what the fee would be and I was told that they couldn't tell me until I cancelled my policy. So I would have to agree to cancel the policy and then pay whatever the "undisclosed fee" is. There is no transparency there and they could literlly charge me whatever fee they like as the are refusing to disclose it.

  

  Business Response

  Date: 30/12/2024

  Hi ******,

  Thank you for reaching out and we are sorry to hear this. We will have someone from our ************* Team connect with you this week and work towards a resolution.

  Kind Regards,

  ****-**** *******

  Manager, ************* - **********************

  Customer Answer

  Date: 30/12/2024

   
  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.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:12/12/2024

  Type:Sales and Advertising 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.

  At 1015 on Dec 12 I called the general phone number for BCAA and was transferred to an agent at the ****************. According to the agent, BCAA's standard insurance practice, is to engage in tied selling. They will only sell a landlord's house policy if you take a renter's policy at the same time.

  

  Business Response

  Date: 23/12/2024

  Hi Mr. Poettcker,

  Thank you for reaching out and providing the opportunity to make this right.

  Regrettably, you were advised incorrectly as we are able to quote, and issue, stand alone rental home insurance policies, providing that any other eligibility criteria is met. 

  We apologize for the oversight and inconvenience this has caused you.

  I have been in touch with the Service Location Manager and she has arranged for a Sr **** Insurance team member to call you on Friday, December 27. Alternately, you can call us at ************** and I have put a note on your profile to reflect this message.

  Thank you,

  ****-**** *******

  Manager, *************** **********************

• Initial Complaint

  Date:22/11/2024

  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.

  The rear brake pads installed on my 2013 ***** 3 hatchback at BCAAs ******** Auto Service Centre on January 23, 2023 were warrantied by BCAA on July 24, 2023. July 31, 2024, my car was making progressively louder knocking sounds to the point that it no longer felt safe to drive. July 31, 2024, I phoned BCAAs ******** Auto Service Centre to schedule warranty service and was told the wait time for warranty service would be approximately a month. Because the car felt no longer safe to drive, I sought immediate repair from an alternative certified mechanic, **************** Repair in ********. The mechanic's inspection notes: Confirmed on test drive that there is a knocking/clicking noise originating from the rear that happens when going over bumps. When parking brake is lightly applied while going over bumps, the noise goes away. Inspected suspension components and removed rear wheels to inspect brake pads and found that rear brake pads do not fit snug inside caliper bracket and are moving freely, causing the noise. Caliper bracket does not appear to be worn out, recommend replacing rear brake pads with better fitting ones. The cost for pad replacement (parts and labour) at Progressive Auto Repair was $540.52. I complained about this through BCAA's website and was contacted via voicemail by BCAA's **************** Regional Manager. I returned his call but never received a follow-up call or email. I issued a second complaint via the BCAA website and received no response. I would like BCAA to pay the equivalent of my Progressive Auto Repair bill ($540.52), refund my original BCAA Auto Service bill ($673.12), or preferably both.

  

  Business Response

  Date: 22/11/2024

  Hi *******,

  We are sorry to hear that you are not satisfied with your repair. We will forward this over and request that the Auto Service Centre Manager or Regional Manager connect with you.

  Thank you,

  ****-**** *******

  Manager, *************** **********************

  Customer Answer

  Date: 22/11/2024

   
  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.
  
  Sincerely,
  
  ******* *****