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

  
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  B C A A

  7343 120 St Delta, BC V4C 6P5

  
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  B C A A

  103 5710 24 St Vernon, BC V1T 9T3

  
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  B C A A

  10 20190 Langley Bypass Langley, BC V3A 9J9

  
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  B C A A

  400 500 Notre Dame Dr Kamloops, BC V2C 6T6

  

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:04/09/2025

  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 subscribed to BCAA's roadside assistance on Dec 22 2024 via their online form. During the registry, I was given the option to pay for 1 year of service at once or pay by monthly increments. I chose to pay by the monthly increments method using my **** credit card.The next day on Dec 23 2024, I locked my key inside the vehicle by accident. I called BCAA for help. After describing the situation, the operator refused to provide help. She demanded a sum of approximately $80 dollars for opening the vehicle's door in addition to the ongoing monthly payments. She said the reason for this refusal was that I had chosen the monthly payments method to pay instead of paying a lump some. I replied that nowhere during the registration process it was mentioned that I would have to pay extra for an ordinary roadside assistance call if I chose to pay monthly. She replied that was the way it was even though their site doesn't mention it. I told her to cancel the membership all together since it was purchased less than 7 days ago. She said that she would instantly cancel the services and refund me. I emphasised that because the credit card I had used was a dormant card that I didn't regularly use, to make sure to cancel the service because most likely I wouldn't be checking it much. She assured me that she would cancel the BCAA roadside assistance immediately.When the BCAA membership card arrived in the mail, assuming that the service was cancelled, I cut up the card and threw it away. In the months that followed, I did not receive any invoice or monthly statements either by post or by email from BCAA other than the occasional spam advertising emails about their services. Then a few days ago, I checked my statement and saw that BCAA never cancelled the membership and had been withdrawing the monthly sums from the beginning.BCAA never cancelled the service and kept charging my card.These charges that already have been withdrawn from my credit card need to be reimbursed.

  

  Business Response

  Date: 05/09/2025

  Hi ********,

  Thank you for reaching out. We are sorry to hear this as it does sound frustrating.

  We will have someone from our ************* team look into this for you and connect with you to have this resolved. Please allow 3-5 business days.

  Thank you,

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

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

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23837508
  
  I am rejecting this response because:

  Before choosing to close the file in this complaint (The other option presented in this communication, the full sum of the deductions withdrawn from my credit card needs to be reimbursed.

  For details of the complaint, please refer to the original text of the complaint.

  Until the funds are not returned, this is an ongoing complaint.
  
  Sincerely,
  
  ******** ********

  

  Business Response

  Date: 19/09/2025

  Hi ********,

  I can confirm that one of our ************* team members reached out to you by phone on September 8 and followed up with an email on September 9, but we havent yet heard back. In the meantime, we processed a backdated cancellation and a refund cheque was issued on September 10 to the address we have on file. Please allow 1014 days for it to arrive by mail.

  If you dont receive the cheque within that timeframe, please connect directly with our ************* team member who left you a voicemail and sent you an email as his direct contact details were included there so he can support you further.

  Once again, thank you again for bringing this to our attention, and were sorry for the frustration this caused. We appreciate your patience while the refund makes its way to you.

  Kind Regards,

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

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

  Customer Answer

  Date: 24/09/2025

   
  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:02/09/2025

  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.

  On August 13, 2025, I ended my Evo trip at 2:55 PM in a legal parking space (LICENSE PLATE: *********** no-parking restriction did not start until 9:00AM of the day after (Aug 14th) Evo charged me $341.59 for towing and processing fees. Money were unlawfully withdrawn from my credit card before I even saw the email notifying this. At the time of drop-off, the car was legally parked. **** Member Agreement does not explicitly prohibit this scenario. Their policy language is vague, and they are applying it retroactively to penalize members. I hope this case ***** work as an example to re-write Evo car sharing T&C to specifically and correctly address parking limitation and responsibilities. I disputed the charges, but *** withdrew $341.59 from my credit card anyway, which I consider unauthorized.Resolution Requested:Refund of $341.59 and clearer parking rules so members are not penalized for parking legally at the time of trip end.Thank you , Respectfully Davide Ballico TOW LOCATION: IN ES 600 ******* ST DATE OF TOW: 2025-08-13 TIME OF TOW: 15:07 CITATION #: 3679881-TOW AUTHORITY: Busters Towing

  

  Business Response

  Date: 02/09/2025

  Hi Mr. ******************** style="font-size: 0.875rem;">Thank you for taking the time to share your concerns with us. We understand how frustrating it must have been to see your trip end in a spot that was legal at the time, only to have the car towed shortly after.

  To clarify, our Member Agreement ***************** Process and Parking Rules) under "Where can I park when ending my trip?" does explicitly say that failure to end your trip in the above examples could result in additional fees and/or fines due to towing and ticketing. This is because any parking restrictions that come into effect can result in the vehicle being towed or ticketed, which regrettably did happen in this case. You can find this in our member agreement here: **************************************************************.

  As previously communicated to you by Evo, as a one-time courtesy, weve waived the processing fees associated with this incident ($178.50 - includes $21 ticket processing fee + $157.50 tow processing fee). The towing cost itself reflects the actual fee incurred by Evo when the vehicle was removed, but weve covered the processing portion on your behalf.

  Kind Regards,

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

  Customer Care, Manager - **********************

  
  
  
  
  

   

  Customer Answer

  Date: 03/09/2025

   
  Complaint: 23828767
  
  I am rejecting this response because:

  Hi there
  I appreciate their effort to explain, but I must respectfully reject their position for the following reasons:
  Schedule ********************start="571" data-end="574"> Evo cites **************** Process and Parking Rules to justify the charge. However, Schedule C does not explicitly prohibit members from ending a trip in a parking space that is legal at the time but becomes restricted later. The clause they reference only says:
  Failure to end your trip in the above examples could result in additional fees and/or fines due to towing and ticketing.
  This refers to already restricted or time-limited zones (e.g., 2-hour meters with hidden restrictions). It does not clearly extend to a vehicle legally parked 10 hours before a restriction begins, which was my case.
  Vague and *****************************start="1245" data-end="1248"> Evo is applying the term time-restricted areas broadly, without distinction between:
  a violation at the time of drop-off (clear responsibility), and
  a restriction that only applies hours later (outside members control).
  Their Member Agreement and Parking FAQ use vague terminology and do not provide members with explicit accountability rules for future restrictions. A reasonable consumer cannot be expected to infer such liability from language that is open to interpretation.
  Consumer *****************************start="1800" data-end="1803"> Under BCs Business Practices and Consumer Protection Act, contract terms must be clear and not misleading. Evos reliance on broad wording to charge $488.59 in ticket and tow costs when I complied with signage at the time of drop-off constitutes an unfair business practice.
  
  Requested Outcome
  I request the BBB to support my position that Evos charges are not supported by clear contractual language and should therefore be refunded in full. At minimum, *** should be required to amend its Member Agreement to explicitly outline liability in such situations, ensuring members are not penalized for parking legally at the time of trip completion.
  Thank you for your continued assistance.
  Sincerely,
  Davide Ballico

   

  

  Business Response

  Date: 07/09/2025

  Hi Mr. ********************* you for your reply.
  
  Schedule C of our Member Agreement says that you're allowed to end your trip in metered or 2-hour parking spots, as long as there are no restrictions on stopping at any time. Unfortunately, if theres a sign that says No Stopping during certain hours, even if it's outside of those hours when you park, you still cant end your trip there.
  
  In addition, you can also find a photo example on our website under the Do not end trip here section: *********************************** shows a metered spot with a No Stopping 36pm sign next to it. Given that your citation and tow were due to this exact restriction, the charges applied to your account are valid. 

  Kind Regards,

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

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

  Customer Answer

  Date: 08/09/2025

   
  Complaint: 23828767
  
  I am rejecting this response because while I appreciate your attempt at clarification, I must continue to dispute the charges as unsupported by clear contractual language.
  1- ********************************************* Schedule C of Evos Member Agreement allows trips to end in 2-hour or metered parking as long as there are no restrictions on stopping at any time. Evo interprets this to mean that even if a restriction comes into effect hours later, members are retroactively liable.
  However, the language does not explicitly say that members cannot end a trip in a location that is legal at the time of drop-off. I ended my trip 10 hours before the next days restriction began. At that time, the car was legally parked.
  2- Website Example Does Not Match My Case
  The example Evo cites on website (Do not end trip here) shows a meter with a same-day No Stopping 36 PM sign. My case was different: I parked well in advance of a restriction beginning the following day. Evos own materials do not provide a clear example covering my situation.
  3- Vague Terminology & Consumer Standards
  Evos reliance on broad terms like time-restricted zones is too vague to shift full liability onto members for events occurring after the trip ends. Under the Business Practices and Consumer Protection Act (BC), consumer contracts must be clear and not misleading. A reasonable member cannot be expected to infer that No Stopping 36 PM signage prohibits legal parking at 2:55 PM, or even the day prior.
  
  Given the lack of precise contractual wording, I continue to request a full refund of the citation and tow charges. At minimum, Evo should be required to revise its Member Agreement and Parking FAQs to provide explicit language and examples covering future restrictions, so members are not penalized for parking legally at the time of trip completion.

  
  Thank you for your continued assistance in this matter.
  Sincerely,
  Davide Ballico
  
  

  

  Business Response

  Date: 15/09/2025

  Hi Mr. ********************* you again for your reply.
  
  Schedule C notes at the bottom that Failure to end your trip in as above could result in additional fees and/or fines due to towing and ticketing.,  with one example clearly marked as [On-street Metered Parking (without stopping restrictions)], and another section stating but the parking space is also subject to periodic restrictions on stopping a vehicle, you may NOT end your trip by parking at that location, regardless of whether or not you are ending your trip during a time when stopping in such location is not permitted..
  
  As you have noted in #2 of your reason below, you had parked in a spot well in advance of a restriction. Unfortunately, regardless of the time you ended your trip and because you parked in a spot with a restriction in it, your infraction is valid.
  
  With this, we will consider this matter closed, and this will be our final communication.

  Kind Regards,

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

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

  Customer Answer

  Date: 16/09/2025

   
  Complaint: 23828767
  
  I am rejecting this response because:
  
  Dear BBB Case Manager,
  Thank you for forwarding Evos latest response. While I note their insistence that the charges are valid, I must again reject Evos interpretation of their Member Agreement.
  

  1. Schedule C Language Is Ambiguous
  Evo relies on this line:
  but the parking space is also subject to periodic restrictions on stopping a vehicle, you may NOT end your trip by parking at that location, regardless of whether or not you are ending your trip during a time when stopping in such location is not permitted.
  This wording is vague and contradictory. It does not specify whether the prohibition applies only to active restrictions (e.g., No Stopping 36 PM while it is 4 PM) or also to situations well in advance of those restrictions taking effect.
  

  If Evo intends to shift liability for restrictions that may occur hours or even days later, then the contract should explicitly state: Members cannot end trips in any location where restrictions will apply later, regardless of how far in advance.

  As written, Schedule C fails to provide this clarity.

  
  2. No Guidance on Timing or Advance Parking

   
  Nowhere in Schedule C, nor in the Parking FAQs, is there any mention of:

  
  --how many hours before a restriction a member must avoid parking, or
  --whether it is prohibited to park the day prior to a restriction.

  
  Without explicit guidance, members cannot reasonably be expected to interpret Evos policy as banning all parking in spaces with any future restriction, even if parked legally at the time of drop-off.
  

  3. Consumer Protection Standard
  Under the Business Practices and Consumer Protection Act (BC), consumer contracts must use clear, non-misleading language when shifting liability to the consumer. Evos reliance on ambiguous time-restricted zone terminology, without concrete definitions of timing or responsibility after a trip ends, does not meet this standard.

  
  4. Towing in Particular
  The towing occurred after my trip ended, during a restriction period when I no longer had control of the vehicle. **** contract does not clearly state that members remain financially liable for towing once the car has been legally parked and the trip has ended. *** has GPS and fleet management systems in place precisely to manage such risks, yet they attempt to retroactively shift this operational burden onto members through vague clauses.
  
  Requested Outcome
  I maintain that these charges particularly the towing fee are not supported by clear or explicit contractual terms. I respectfully request a full refund. At minimum, Evo should be required to update its Member Agreement and Parking FAQs to provide unambiguous rules about future restrictions and timing, so members are not penalized for conduct that was legal at the time of parking.
  

  Sincerely,

  Davide Ballico

  
  

  

  Business Response

  Date: 16/09/2025

  Hi Mr. ************************* you again for taking the time to share your perspective.

  As per our previous reply:

  As noted in Schedule C of the Member Agreement, Failure to end your trip in [an approved location] could result in additional fees and/or fines due to towing and ticketing. The Agreement also specifies that if a parking space is subject to periodic stopping restrictions, Members may not end their trip in that location regardless of whether or not you are ending your trip during a time when stopping in such location is not permitted.

  As you mentioned in your point #2, your vehicle was parked in advance of a restriction period. Unfortunately, because the location had a posted restriction, the trip end in that spot was not permitted under the Agreement, and the resulting charges are considered valid.

  
  We also want to highlight that on ********************, we encourage Members who are ever uncertain about where to park to give us a quick call. Our team is always happy to help clarify and avoid situations like this.

  
  We appreciate your feedback and have carefully reviewed your concerns. Based on the Agreement and the posted rules, *** considers this matter closed and will not be responding to any further inquiries regarding this matter.

  Kind Regards,

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

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

  Customer Answer

  Date: 17/09/2025

   
  Complaint: 23828767
  
  I am rejecting this response because:

   

  Dear BBB Case Manager,
  Thank you for keeping this file open. I want to ensure my position is clearly recorded, even though *** has stated they will not respond further.

  Evo continues to cite Schedule C of their Member Agreement as justification for these charges. However, nowhere in Schedule C or the linked Parking FAQs here attached

  (************************************************************** and ********************************)

  is it explicitly stated that a member is responsible for tickets or towing when:

  --The vehicle was parked in a legal spot at the time of trip end, and
  --The towing restriction only came into effect many hours later, at least 10 hours.
  

  The language they rely on you may NOT end your trip by parking at that location, regardless of whether or not you are ending your trip during a time when stopping in such location is not permitted is vague and contradictory. It does not specify how far in advance members must avoid such spots, nor does it define responsibility once a trip has ended and the vehicle is under Evos operational control.

  In addition, Evo charged my credit card for these fees more than 24 hours before I even received their email notification of the charges. This practice is unfair and deprived me of the opportunity to contest the charges before they were withdrawn.

  This ambiguity cannot reasonably be used to hold me financially liable for a towing that occurred after my trip ended, at a time when I had no control over the vehicle.
  For this reason, I maintain that the charges were improperly applied and dispute them in full. If Evo considers this case closed, I will now escalate it to Consumer Protection BC for review under the Business Practices and Consumer Protection Act.

  Finally, due to Evos refusal to acknowledge the contractual vagueness and their unilateral withdrawals from my credit card before I was notified by email, I will be cancelling both my membership and my wifes membership, and moving to Modo, whose terms and conditions are far clearer and more consumer-friendly.
  Sincerely,
  Davide Ballico

  

  Business Response

  Date: 24/09/2025

  Dear BBB,

  Thank you for reaching out for additional clarity regarding Evos parking guidelines and the associated terms and conditions, as well as requesting the relevant parts in full rather than posting a link.

  All Evo members are required to acknowledge that they have read and accepted our Terms & Conditions prior to completing their registration. Specifically,members must check a box stating:
  I confirm I am over the age of 18, and have read and accepted the Terms & Conditions including the Privacy Policy.
  

  We can confirm that Mr. ******* accepted these Terms & Conditions on January 18, 2016.

  Our Terms & Conditions, along with detailed parking information and FAQs available at **************************** outline where trips can and cannot end. We also encourage members who are uncertain about parking to contact us for clarification before ending a trip.

  As you requested these parking rules in full:
  "Under What Parking Should I avoid: What parking spots should I avoid?
  You cannot end your trip in a metered space outside of the City of *********, the City of ***************, the City of ******* or the ******************. Trips cannot end in metered spaces in ***************. Trips also cannot end in underground or above-ground parkades unless they are identified by a parking pin within the Evo App. Commercial parking lots such as grocery stores or malls are off-limits, as are unmarked private, residential or park board properties.
  There are also restrictions for certain types of street parking. You cannot end a trip in time-restricted areas (other than 2-hour zones), commuter lanes, loading zones,valet/taxi/bus zones, disabled or reserved spaces or any other illegal spots.Back alleys are not permitted unless signage from the city designates them as permit-only. Event parking is also not allowed.
  Finally,always watch for temporary restrictions. If city signs indicate no parking due to street cleaning, maintenance, construction, filming or other restrictions,you cannot end your trip there.
  For full details on where you can and cannot park with Evo, visit ********************."
  

  Further,our terms and conditions include the following:
  "Where can I NOT park?
  -Time restricted areas and commuter lanes
  -Commercial lanes
  -Loading zones
  -Disabled drivers parking spots
  -Private parking/property unless reserved for Evo
  -Valet/taxi/bus zones
  -Back alleys unless there is signage designating them as permit only
  -Any location with a temporary no stopping sign
  -Any reserved spot, that is not reserved for Evo
  -Any CAR ***OP spots
  

  What If Im not sure where to Park?
  Its better to be safe than sorry, so feel free to give us a call to clarify if you need to.
  
  Follow all instructions on the Parking FAQs
  Two-Hour Parking (without stopping restrictions)  You are permitted to end your trip in a parking space that is signed as "2 HR Parking", provided that there are no restrictions on stopping a vehicle in such parking spot at any time. If a parking space has a sign indicating "2 HR Parking", but the parking space is also subject to periodic restrictions on stopping a vehicle, you may NOT end your trip by parking at that location, regardless of whether or not you are ending your trip during a time when stopping in such location is not permitted.
  Home Zone 2 (********) Time-restricted parking (without stopping restrictions)  You are permitted to end your trip in a parking space that is signed as "90 Min Parking", "2 HR Parking", "3 HR Parking" or "4 HR Parking" provided that there are no restrictions on stopping a vehicle in such parking spot at any time. If a parking space has a sign indicating "90 Min Parking", "2 HR Parking", "3 HR Parking" or "4 HR Parking", but the parking space is also subject to periodic restrictions on stopping a vehicle, you may NOT end your trip by parking at that location, regardless of whether or not you are ending your trip during a time when stopping in such location is not permitted.
  

  In summary, members cannot end a trip in the following locations:
  -Time-restricted areas (other than 2-hour zones), commuter lanes, loading zones, valet/taxi/bus zones, disabled or reserved spaces, back alleys (unless signed as permit-only),or any illegal parking spaces
  -Areas with temporary restrictions (e.g., street cleaning, maintenance, construction,filming)
  

  Importantly,our Terms & Conditions specify that if a parking space has periodic stopping restrictions, you may not end your trip there regardless of whether those restrictions are currently in effect.
  

  While Mr. ******* maintains that the no-parking restriction at the location in question did not begin until 9:00 a.m. the following day, the spot was subject to a future restriction. As no other *** member picked up the vehicle before that restriction took effect, the vehicle was towed, and Mr. ******* is responsible for these charges.
  

  Under the Terms & Conditions, members remain responsible for parking violations and resulting costs in such circumstances. *** waived its internal processing fee in this case and charged only the amount billed to Evo for the towing.
  

  Mr.******* also raised a concern that the charges to his credit card were unauthorized. Under the Terms & Conditions, members agree to pay any charges arising from their use of a vehicle, including but not limited to:
  -Traffic or parking violations
  -Towing costs and associated fees
  -Penalties, fines, and other charges related to vehicle use
  

  Specifically,the Terms & Conditions state:
  You are solely responsible for the consequences of traffic offences, parking violations, and towing costs that occur in connection with your rental. When *** is required to pay such costs on your behalf, you agree to promptly reimburse Evo for those amounts.
  AND:
  "We will charge all fees and charges that you have incurred as an Evo member or in using the Evo Car-Sharing Program to the credit card you have provided to us. You must ensure that the credit card information associated with your Evo account is always up to date and that there are sufficient funds available to cover any amount you owe to us. You authorize us to charge your credit card for payment of all or any portion of the fees, charges or any other amounts payable under this Agreement, as many times as may be necessary to ensure such amounts are paid in full. We do not accept payment through any type of prepaid credit card (for example, prepaid ***** MasterCard, or **************** credit cards). Fees and charges incurred by you are not refundable except where required by law."
  

  In summary,all *** members agree to these terms as a condition of membership. The towing charge was applied in accordance with those terms and due to the vehicle being parked in a location subject to future restrictions.
  

  We trust this provides the clarity requested.
  

  Kind Regards,

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

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

  Customer Answer

  Date: 25/09/2025

   
  Complaint: 23828767
  
  I am rejecting this response because:

  Dear BBB Case Manager,
  Thank you for forwarding Evos detailed response. I wish to restate my position for the record:

  
  1- No Clear Rule on Timing
  Evos T&Cs do not specify how far in advance of a posted restriction members are prohibited from parking. The clause they rely on (regardless of whether or not you are ending your trip during a time when stopping is not permitted) is ambiguous and fails to define timing. I ended my trip nearly 10 hours before the restriction began there is no explicit rule covering this situation.

   
  2-Ambiguity Between Illegal vs. Future Restrictions
  The contract lumps time-restricted areas with immediately illegal spots (e.g., bus zones, disabled spaces). My spot was legal at the time of parking. Evos drafting is vague and does not clearly assign liability for restrictions that arise long after a trip ends.

  
  3-Rental Responsibility Ends at Trip End
  Evos clause that members are responsible for offences in connection with your rental should reasonably apply to infractions committed while the rental is active. The tow occurred after my trip ended, when I no longer had control of the vehicle. Holding me liable after my trip ended is inconsistent with the plain wording.

  
  4-Unfair Billing Practice
  Evo charged my credit card before sending me notice of the charge by email. This deprived me of the opportunity to contest the charge before funds were withdrawn.

   
  For these reasons, I continue to dispute Evos charges as improperly applied and not supported by clear contractual language.

  I will escalate this matter to Consumer Protection BC for review under the Business Practices and Consumer Protection Act.

  
  Sincerely,
  Davide Ballico

• Initial Complaint

  Date:21/08/2025

  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.

  On August 11 an elderly lady hit my car while she was backing up in a parking lot. I've had to deal with shrugged shoulders that say its 50/50 responsibility. Even though the other driver called **** and told them it was her fault. I should have been warned when I renewed my car insurance and the inexperienced teller had to get help several times and I had to wait (standing) while he struggled. Now I am asking for someone at BCAA to pick up the phone so I can tell them which body shop I chose (and the shop says they cant go forward with out the BCAA information. Today August 20 I am still on hold after more than a n hour and the message keeps saying you'll be answered in 6 minutes, then 8 minutes then 4 and now 2 but its wrong and the constant direction is actually very stressful. Overall I am complaining becuase this should be a simple online function instead of making long time customers suffer a water boarding level of torture for over an hour. Dramatic yes but honestly the voice, the never changing message, the fibs, the crazy music - all very unpleasant. I fully expect to be cutoff soon and Im so angry.

  

  Business Response

  Date: 21/08/2025

  Hi *****,

  Were very sorry to hear about your experience and the frustration youve described. Your *** Optional Auto policy is underwritten by ***, and their Claims Team is responsible for adjusting claims directly. I have shared your concerns with the *** Claims Team and asked that they contact you as soon as possible, as we understand you have not been able to reach your adjuster. They will be best positioned to assist you and guide you through the next steps.

  Warm Regards,

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

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

• 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: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.

  I am filing this complaint regarding a towing charge of $289.13 CAD from Evo Car Share, which I believe was unfairly imposed.On July 22, 2025, I ended an Evo trip and parked the vehicle at the Save-On-Foods parking lot inside *************. The Evo app confirmed the trip ended successfully and generated a bill, which only occurs when a car is parked within the Evo Home Zone.About a week later, I received an invoice stating that the car had been towed for Non Designated Evo Parking. However, I have clear evidence that the location was well inside **************, as shown in the app, and that other Evo cars were also parked in the same area.I emailed Evo with screenshots and explanation, requesting a full cancellation. They responded by refunding only $157.50 as a one-time courtesy, refusing to acknowledge the misleading app information or lack of signage. They claimed that users are still responsible even if within the Home Zone, unless it is designated.However, there were no visible signs, app warnings, or restrictions at the parking spot, and the app allowed me to end the trip without any error.Evos customer ********************** response was dismissive and aggressive, offering no accountability for the confusion caused by the apps zoning.I have attached:Trip summary confirming successful trip end,Towing invoice for $289.13,My dispute email to Evo,Screenshot of app map showing the location inside Home Zone with other Evo cars,Evos reply confirming partial refund only,Im not seeking extra compensation I simply request Evo refund the remaining $131.63, as I followed all visible and in-app rules in good faith.

  

  Business Response

  Date: 06/08/2025

  Hi **** ***,

  Thank you for your inquiry. A member of our *** leadership team has attempted to reach out to you and left you a voicemail to discuss. Please reach out to speak to one of our leaders at your earliest convenience.

  Thank you,

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

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

  Customer Answer

  Date: 08/08/2025

   
  Complaint: 23697441
  
  I am rejecting this response because:

  I do not accept the businesss response because it does not address the details of my complaint or the evidence I provided.
  For record-keeping and clarity, I request that all communication regarding this matter be conducted in writing through the BBB platform.
  I do not wish to receive any further phone calls or voicemails from Evo or BCAA.
  Please provide your response and resolution proposal in writing via BBB so I can review it accordingly.
  
  Sincerely,
  
  **** ***

  

  Business Response

  Date: 11/08/2025

  Hi Yini,

  As requested to provide further responses via the BBB, please find our response and related documentation attached.

  Kind Regards,

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

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

  Customer Answer

  Date: 14/08/2025

   
  Complaint: 23697441
  
  I am rejecting this response because: the clause they cited applies to actual traffic or parking violations, but my case does not fall under those conditions.
  My rental was ended in a marked Evo Home Zone, which is explicitly permitted under Evos own policy. There was no signage, app warning, or notice indicating prohibited parking or towing risk. Labeling this as non-designated Evo parking after the fact is inconsistent with their own system and unfair to the customer.
  I request the towing charge be fully reversed and ask BBB to keep this case open until a fair resolution is reached.
  
  Sincerely,
  **** ***

  

  Business Response

  Date: 22/08/2025

  Hi Yini,

  Please see our response attached and refer to the previously attached documents to support our response. Kindly note that this will be our final response as we have answered all of your concerns however, our Evo team remains available to speak with you to review our parking resources for clarity moving foward.

  Kind Regards,

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

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

  Customer Answer

  Date: 23/08/2025

   
  Complaint: 23697441
  
  I am rejecting this response because:
  The explanation regarding the towing charge does not address the core issue. The company places the full responsibility on members to judge whether a parking spot is valid, while ignoring the design flaws in their own app that failed to provide clear and accurate guidance.
  I am very disappointed with the businesss approach and the lack of fairness in their resolution. Because of this experience, I will no longer be using their services in the future.
  Furthermore, I have already shared this experience with friends and colleagues, including both potential customers and current users of the app. This situation has negatively impacted my trust in the company, and I believe others should be aware of how such issues are managed.
  

  
  Sincerely,
  
  **** ***

• 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:

  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.

  We are BCAA members. We have several products through BCAA. Our home insurance was up for renewal. The quoted renewal rate was several hundred dollars more than last year so we obtained several quotes including a quote from BCAA's online system. BCAA's online quote met what we were looking for and was approximately $500 cheaper than the quoted renewal rate. We wrote to BCAA in writing per their request to cancel the policy renewal. BCAA confirmed receipt of the cancellation request. On the renewal date, BCAA went ahead and activated both home insurance policies so we have two active policies. After two weeks, today, BCAA refused to cancel the policy it previously said it would, and its final solution was for us to purchase a third policy. The issues are:-BCAA used Artificial Intelligence to draft its responses as some of its emails have literally been nonsensical, off-topic, poorly written, and made inflammatory suggestions (eg, purchasing a third policy instead of fixing the actual issue)-BCAA continues to refuse to rectify its mistake after over two weeks. -All communication has been in writing showing BCAA has and continues to be the one that made a simple error, but is now refusing to fix its error. Instead, BCAA has sent inflammatory emails written by and/or with the assistance of Artificial Intelligence that have recommended literally the opposite of a solution (i.e., purchasing a third home insurance policy). -BCAA is refusing to refund the cancelled home insurance policy amount in full. -There has been a complete and total lack of respect and basic humane treatment from BCAA in fixing its simple mistake in a timely manner.

  

  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, ************* - **********************

  

  Business Response

  Date: 31/07/2025

  Hi Mr. ******************** you for taking the time to share your experience. Were very sorry to hear about the frustration and confusion this situation has caused, and we appreciate you bringing it to our attention. We understand how important it is to have clarity and support when managing your insurance, and we want to make this right. A member of our ************* Team will be reaching out to you directly to help resolve the issue.

  Kind Regards,

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

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

  Customer Answer

  Date: 31/07/2025

   
  Complaint: 23678936
  
  I am rejecting this response because:

  BCAA has still not resolved the issue. We still have two active home insurance policies.  BCAA is trying to now sell us a third home policy as a way to cover-up its errors.  We cancelled the second policy in writing, which BCAA received approximately 20 days prior to the policy effective date.  This is not a difficult request. BCAA has made numerous errors on this account, and has still not fixed its mistake even after confirming it received this BBB complaint today. 

  

  Business Response

  Date: 20/08/2025

  Hi ****,

  Thank you for sharing your concerns with us. Were wondering if your note may have been written before you received our August 5 email confirming that the duplicate policy had been cancelled, or if that message might have been missed.

  
  Weve reviewed your account again and can confirm that, since our August 5 communication, there has been no activity on your file from BCAA and no attempt on our part to issue a third policy. To help provide clarity, weve attached the full email thread for your reference.

  
  We hope this information reassures you that the matter has already been resolved. If youd like us to walk through the details together, please dont hesitate to reach out.

  Kind Regards,

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

  Customer Care, Manager - **********************

  Customer Answer

  Date: 22/08/2025

   
  Complaint: 23678936
  
  I am rejecting this response because it does not address the concerns.  I have had to get BCAA's ******************* involved so BCAA would resolve part of the matter, which it now has.  

  This is a note to other consumers that BCAA allowed for two house insurance policies to become effective after we cancelled one in writing 20 days before it became effective.  After we followed up after BCAA refused to cancel the second policy on multiple occasions, BCAA then refused to communicate with us, sent communication written by A.I., refused to cancel the policy, refused to follow its own complain process by having a manager resolve the issue professionally, and so on.  We had to file a BBB complaint, go to BCAA's *******************, alert BCAA Vice-Presidents of the terrible treatment of us by staff, and other steps to finally get the issue partly resolved.   BCAA has not yet apologized for allowing two policies to become effective, apologized for not following written cancellation instructions, or for unnecessarily dragging out a simple and straightforward matter that its front line and management staff created themselves. 

  It is unfortunate BCAA has not just simply reviewed the emails, confirmed we cancelled the policy 20 days before it became effective, confirmed its staff and management made an error by allowing for two policies to become effective, made an error by not following our written request to cancel a policy, made an error by not rectifing the issue when we followed up with BCAA, made an error by not following its own complaint process, and is continuing to prolong a very simple and straightforward matter by its own doing by not admitting it made numerous mistakes, fix the mistakes, hold itself accountable and move on. Our request has not been a difficult or complicated request.  

  In terms of providing leadership for this matter and for BCAA, rectify BCAA's errors so this matter can be closed in a timely manner.  It is a simple and straightforward request that has now continued on for weeks unnecessarily.  

  

  Business Response

  Date: 02/09/2025

  Dear BBB,

  Please find attached our response. 

  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.

  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,
  
  **** *****